National Car Rental — Local services in Anaheim

My group and I had a reservation set that was placed 2 months ago for a premium SUV, and 26 hours prior to our pick up time, the manager of the store, Jaenae/Jenae (sorry, I don't remember how she spelled her name), called us and left a voicemail saying (at 7:09 AM) that our premium SUV was being recalled due to an airbag issue (I called Enterprise and other rental car locations and they told me they have not heard of a recall but unsure due to differing branches, all 3 people working at this location that day kept repeating there was a recall and "I could look it up if I wanted to check if they were lying"). We were told that they were working on getting us a car, but we were not guaranteed a car. Because we were unable to contact that branch directly for 4 hours, I called the call center, and 3 different people there tried to contact the manager 3 times but was ultimately also unable to contact that branch and connect me to anyone there. I was told that my call would be prioritized at the branch, but after waiting for 4 hours, I never received a call. My coworker and I had to go out to the branch, and I saw the manager walk away from where she was sitting and walk to the side when my coworker and I mentioned her name (unsure if it was a coincidence but not a good look) where she likely thought that I was unable to see her (but I still could). She was on her phone doing whatever and did not look up or try to resolve the situation until someone else there called her to resolve the situation. She did not come to where we were, but instead walked a few steps over to where she could be seen more at the counter. She then admitted that she was the one who called and stated that she has been trying to find other cars for all reservations the entire week (seems like she knew longer than 26 hours when she called us) but has not been able to find replacement cars due to a car shortage. I was told that they would be able to give me 2 midsize cars or possibly a van if the van came back (she said first come first serve, but no guarantee if you come first). I asked for a quote for 2 midsize cars to which she said she wouldn't be able to do unless she saw our reservation; she was not even able to give me an estimate of costs. I asked her how I would be able to get the quote from her the next day as I do not live close to the area, and she told me to call her. I told her that I called her multiple times over the last hours but no response was given. She then gave me a different number with an extension, but upon calling, I was unable to reach her and there actually was NOT on option to enter in an extension. There seemed to be such a lack of empathy. I wasn't even able to contact them through their phone number. Judging from other reviews too, avoid this location at all...

Horrible service!!!!!!!!! We went to National Car Rental to pick up our reserved van rental for a 12:00PM pick up and store was already closed. We arrived at 11:58 AM. I was on the phone with National as soon as we realized they refused to open the door to assist us. A lady came out right at 12:00PM saying they were already closed and they had shut down the computers. She refused to help us, even though we told her we had National on the phone. She shut the door on us and then about 2-3 minutes later a male walked out, based on the conversation it seemed like he was her partner as they were planning their afternoon. National Car Rental is a disgrace! Closing early (obviously had personal plans as we had witnessed), instead of taking care of paying customers that had reservations for months in advanced! Since there were other customers standing outside in the same situation as us, I wondered why the employees didn't call and ask if we were coming....They lost out on at least 3 car rentals (us and the two other families we saw)..........The van we reserved was sitting right there in the parking lot. The big question is WHY was the store completely closed and locked up PRIOR to our car rental time??????? Instead, we walked down the road to Avis and gave them our business. Will not be using National EVER again, we also requested our Emerald Rewards account to be closed. National Car Rental is untrustworthy, unprofessional and just rude. We are done with National Car Rental and want all to know the experience we...

If I could give 0 stars I would. This company is the absolute worst company to rent a car from. We chose this location to drop off our car because they offer "after hours drop off". We had called earlier that day to confirm that the drop off process was as stated on their website. Customer service rep on the phone said yes everything is correct. Their website instructed us to drop the car off here, and drop the keys off at the AMC theatre. We found out the AMC theatre was not nearby so we took a taxi to get there. We run around this theatre looking for the drop box with it to be no where in site. Our taxi driver told us there used to be an AMC theatre at downtown Disney if we want to check that out, and so we went there. No AMC theatre. The next morning we missed our magic morning hour at Disneyland to go and return the keys to them. They apologized for the inconvenience, but as we try and contact customer service reps to reimburse us for our $45 taxi ride, the best they can do for their idiotic mistake is offer a partial.

National needs to own up to their issue. We followed the instructions on their website, wasted our time, wasted our money and they cannot even offer a full reimbursement for our taxi driver. Absolutely unbelievable and stupid.

Needless to say I will never rent from National again....