National Car Rental — Attraction in Boston

Once again, National continues to disappoint me, despite my status and despite the fact I've been renting for 15 years with them. Over the weekend I rented a vehicle in Boston. My app had been super glitchy and apparently my free days from National had not been applied to my contract. Everyone assured me that I could apply them after the fact and told me exactly who to email at Boston National. I emailed them Friday morning only to have them say "oh we can't help you with that" and when I responded saying I had been explicitly told to email them, they were insisting they would not been able to help. They recommended I call National after I return my rental and have them apply my free days on the back-end. When I called National after returning home, a customer service agent who barely spoke English attempted to assist me. When I simply could not understand him, I asked to speak to his "supervisor" and when I was finally off hold music, a man came on the line to tell me that I couldn't use free rental days on a luxury sedan. I asked this question multiple times to the team on the ground in Boston and everyone said "no problem, it's totally fine." Well, apparently it wasn't and I ended up renting a much more expensive vehicle than I historically would have for a work trip. Retroactively I attempted to use my free days to rent a vehicle out of Boston and there were numerous luxury vehicle options available, so I simply do not believe the "customer service supervisor" that I was directed to speak with. I have come to realize that National is completely unorganized and does not provide consistent user experience from location to location. No one understands the rules/policies at the corporate level and people are making it up as they go. This is not my first, second, or third poor experience with National this calendar year. I've had numerous vehicles that have been running poorly and check engine lights coming in during the rental period. It's just getting ridiculous and I don't know why I keep using them. I had a great experience with Sixt earlier this year so perhaps I'll try them again for my next trip. So much...

I just started back with National and this was my first rental in many years as we had to use a competitor with my former employer. My rental originated out of Boston Logan Airport and returned to the same location. I was going to be transporting customers during the week so, I rented a minivan. Making the reservation was easy on the National Website.

Comments / Feedback / Criticism: There were no cars when I arrived and there was a line of a few people waiting for cars. I only had to wait 15 minutes for my car and by the time my car arrived there was over 20 people waiting in line. I am sure it was a lot longer than 15 minutes for the people in the back of the line. Poor scheduling on the part of National. The National Representative in the garage was rude and did not give clear directions. She had a negative attitude and would get a little testy with people if they stepped out of the line. Instead of informing people what was going on in a clear and concise way she just assumed people would figure it out and when it came time to get a car she just pointed at cars and say that's yours. The van was clean but had 55,000 miles on it. When I picked up my customers the van was full of seven adult males. The van would bottom out and scrape each time we hit a bump in the road. (Bad shocks?) I am still a National Rental Car fan and happy to be back, but the quality of this experience was not up to my previous experiences with National. Hopefully my next experience will be more of what I am used to. The return crew at the airport were very...

So first I assume this is in regards to my Boston rental. Somehow my reservation was not confirmed. They claimed they had no cars but I thought as a long standing Emerald club member I could select a car. They said they had no cars except a mini van. It worked but was cramped. She also said she could not apply my discount that I normally receive for my corporate travel. Costing me another $300.00 buck. Today I tried to rent again and I am seeing a trend where there seems to be no cars available for shorter term rentals but if I booked it for a week there seemed to be a car for me. I have seen this before! I'm also disappointed I have earned several free day and have rented various sizes but it seems the free days have to be used for a certain size vehicle. A bit confusing to me. I have always enjoyed how most locations take excellent care of my needs but I am starting to have some doubts. I'll monitor for the remainder of this years and then figure out of I want to start over with Avis or someone else. I used Avis years ago but after relocating National seem to earn my business. The person was polite at Boston and did accommodate me with a car but its also interesting both this year and last year I had car rental issues at that airport. Last year I did have a reservation for a Large SUV and they tried to give me a full sized care to seat 7. I'm just being honest I for a long time I would give you 5 stars. There is a location I lease from in Orlando and they always get a 5 from me. They are the Best at Customer Service and I think...