National Car Rental — Local services in Columbus

Beware: international license not accepted, badly managed location.

Arriving from a long 14h trip with wife and kids (8 month / 3 years), lots of luggage, I had a pretty unpleasant situation with a confirmed reservation for a Mini Van made via a travel agent for Alamo (handled by National). When arriving, I mentioned I had a reservation with a travel agent voucher and I was told by them without even looking up my reservation on their system that no cars are available and they suggested me to go to one of the other companies. I could not believe it and was referred to a manager (Arrington) who basically told me the same and that my prepaid voucher has to be refunded via my travel agent (who I called and suggested me to get it in writing).

When walking away towards Hertz, I quickly made a picture of the sign they posted and then noticed it mentioned only booking from the last 36 hours are affected. Since my reservation was older, I went back and insisted they look into their system and (surprise!), they now suddenly have the car ready.

Then they asked me for my drivers license and I was told that they do not support German drivers licenses. Again I talked with the manager who confirmed it, telling me it would be because there is no English writing on it. Obviously a German drivers license has the name written in a regular alphabet and all information is clear and understandable. I have rented hundreds of times in the US with various companies over the last 20 years and never had a problem, also my reservation confirmation specifically mentioned a German drivers license is OK but no, I they did not allow me to get the car. I asked Arrington to show me the regulation that says I would not be permitted to get the car and he referred me to this text (from their website): "If the home country driver's license is in a language other than English (or French, for rentals in Canada) and the letters are English (i.e. German, Spanish, etc.) an International Driver's Permit is recommended, but not required, for translation purposes in addition to the home country driver's license." - I explained to him that it literally says there that an international drivers license is "not required", but he still said no - contradicting with the text he just showed me. After talking more I gave up and asked him to provide a document for me or send an email on why they do not allow me to get the car, to help with the refund and he promised he would write it right away. I waited for more than 10 minutes more as he was busy to handle other unhappy customers, but he still did not prepare it. It was late in the evening and I could not let my family wait any longer, so I asked him again and gave him my business card. Until now (10:45am the next day), no email arrived. I called the Alamo service center and they told me that the rule for CMH is that I can rent the car with my license as long as I have a valid passport and the information is readable and matching.

So, in conclusion:

They do not honor recent reservations (this is a no go already) They did not look into the system without me insisting and tried to send me away They lied to me about the regulations (probably unknowingly, bad training) When pointing out the actual regulations, they ignore it. They promised to send an email and did...

Unfortunately, this was the worst experience that I have ever experienced with National. Jaylen, the agent was unprofessional. He took the Van that I was already at check out the gate agent had all my credentials and being an executive club member meant NOTHING to Jalen! He wanted to save it for someone that might make a reservation. His words!

There was no reason whatsoever or justification to take the van that I was in and give me a huge vehicle that I expressed to him that the one that I wanted!

The vehicle that he gave me was the same size, but I had the Pacifica van I needed it for comfort and for a long ride, I was very disturbed, frustrated, unhappy, and dissatisfied when I left the CMH terminal. I was promised by a manager that I could choose any vehicle of my choice due to a previous Experience, not with an agent, but with a vehicle that I rented previously.

Therefore, I am undetermined if I even want to consider renting from National or Enterprise any longer. We rent vehicles from this location anywhere from 4+ times a month. I am truly unhappy with this rental this time around. Jalen needs customer service training! I have rented from national for many years and my status is executive, but I was not treated like an executive. In addition to that I get to the gate to check out and the agent informed me that if anyone had an Ohio license there will be $400 held on our credit or debit card And I had no knowledge prior to this even if you have an executive glove status. National your agents are all over the no one puts anything in the computer. Nothing is documented. They are operating on what they feel like doing. This is not a good business practice. Please change your policy and make sure that all agents are on the same page, and that conversations with customers are documented in the system especially differences experiences that should be documented and they should be able to see it in your system. Online the left hand does not know what the right hand is doing. This experience was terrible. I sat at the checkout discussing with Jaylen what the issue was. The van had three seats and the traverse seats. Why couldn’t I already stay in the van that I was eating but he said he had to save for someone that might need a van because he.short on Van. My executive status allows me to choose any vehicle of my choice for the same price if it’s available, the van was available. I needed the van and I had already reserved some two or three...

Confirmation Number or Rental Agreement Number: 649089018 Loyalty Number : 397535224 Comments: I am Executive Elite. Drive over 6 months a year National cars. Today 12-10-2020 was picking up Standard SUV booked by my company CompHealth at Columbus OH airports as I’ve been doing it over past 3 years. When I showed up the only SUV was RAV4 in the executive isle and all rest small cars. As I had a Standard SUB booked and saw next row Jaguar, armada, pathfinder, and a bunch (about 15) other standard suvs I asked if I could have one of those. The answer - surprisingly was- no they all were booked and preselected. When I stated I cannot get lower class as RAV is middle class and I had booked standard abs it’s customary get upgraded not downgraded especially considering my status and how I much I drive National rent a car- I was told by the lady at the booth I can have the those if I was to pay extra. Wait a second- you are telling me they all specially reserved but! You will give them to me against some extra $. Also you not giving me anything for downgrading me to Toyota while I have Ford Edge or similar booked! Ridiculous. As I am a frontline worker- icu doctor- I had to go and took the RAV4. On the top of being downgraded car wax short on gas. I took a pic of the gas level abs happy to provide. As driving out of the lot the lower level was “marked”. I have no idea what was marked!!! Also it’s difficult to bring car back at the gas lever taken from the lot. Those are kind of not good or nice situations and I always ask full tank!!!! Oh, needless to say still nothing offered either for the downgrade of gas shortage. Way to treat your most regular customers National. I am very upset. I’d like to escalate the issue. I am determinate defend my rights, $, status etc. There must be a way of making that right. I was offered before extra Free rental days for gas shortage, unavailable vehicle class at Omaha airport. I understand it’s been a difficult year for everyone and trust me no one better than me knows that or felt it as much as I did working in risky and draining environment. And I definitely can understand if there were no vehicles available on the lot but those cheap tricks- all booked but for extra $ you can get it- I did not buy! What about my booking? What about my car class not being provided. Pls let me know my options as I’m determined pursue the issue/ my rights. Polina...