National Car Rental — Local services in Philadelphia

I would never recommend National as a company not even to my worst enemy! I had originally booked with another rival company then switched to national after bad reviews from the other company. Was hoping for a better experience but I can not imagine a worse experience than what we had with national as a whole. Our experience started out good we rented a premium SUV that was supposed to fit 8 people and 7 suitcases. Picked up a grand wagoneer and made the 2 hour drive back to our place. When we got back a light came on and we realized that the headlights and turn signal were not working. We called the customer service line who promised us that we could bring it back 2 hours again to Philly and swap out for the same vehicle class. When we got to the national counter there was no one in sight and finally a manager for enterprise informed us that the computers were down and they had no ETA of when they could help us. Finally after threatening to call the corporate line magically someone could help us or so we thought. They handed us the keys to a car instead of letting us pick one and told us it is outside, when arriving at the vehicle it was a smaller class and when we tried to go back inside to say something no one was there, everyone in the building was gone. At this point we had to go because we were renting the vehicle to drive our family down to florida. We ended up having to stack suitcases and bags on top of people because of the significant difference and lack of space in this vehicle class. After arriving in Orlando Florida we decided to try to call national once again and get swapped out for the right vehicle class since we were going to be bringing home more bags when we departed for florida so we definitely needed the correct vehicle class that we originally rented but did not receive. Customer service line once again assured us that they would have a suburban ready for us if we could go to the airport at 2:30 to pick it up. When we got to the airport we spoke to a manager named Hunter who told us they had negative inventory for the vehicle size of that class and they could not give us a larger vehicle so we were stuck with the smaller suv once again. So more lies, more wasted time, and more wasted gas. The manager was apologetic and understanding and he admitted we should receive money back for all of this. Finally after returning our vehicle on 7/27, we were sent the final invoice and charge on our card today 7/30. Right on our agreement and invoice it says we were given a full size suv but charged for a premium suv, which is a significant overcharge in price for something we never received. I ended up calling customer service for another time and they were extremely rude, told us they had to send it for review and could take up to a week. So you can easily remotely charge our card for the wrong thing but can not make it right. I asked for a superior who was even ruder and wanted us to make the drive 2 hours AGAIN to philly in order to get a refund, absolutely not. So once again we are waiting on a filed claim and call back, which I am sure I will not receive. At this point we are looking into filing with small claims court and the BBB because of this entire situation. Buyer...

I had the second worst customer service I have ever had at the Philadelphia airport National office. I am Executive Elite and I rent at least 350 days a year for the last 8 years. I have been loyal to this company. The last incident I had the manager that reached out to me was very professional and made the situation right. This time I misplaced my drivers license while in California. I was there to get married and almost wasn’t able to do that because of the lost DL. But I had a friend overnight my passport which saved the day So, traveling back to Philadelphia wasn’t an issue. I made sure I had all the documentation I could obtain to prove I have a license. I have ordered a new license. I have the receipt that proves I have requested a new license. I also have LaWallet which is a legal application with a copy of my license. And I presented my passport. And I have a photo copy of my drivers license. The manager at the counter was rude and didn’t even bother to introduce himself. Did not ask my name or even attempt any customer service. He was adamant and offered no alternative. And this was after I waited in line for a car for an hour. Because National hadn’t any cars on the lot. Also, a few years ago I could not find my DL while picking up a car at National and that manager was very accommodating and allowed me to have a vehicle. I had documentation to prove it as well. But, I did find that DL later that evening. I am without a car and I cannot get to my job. Car service is going to be astronomical because of the distance to my house from work. This is the worst customer service I have ever experienced. It is the evening shift on...

This is a specific review to the PHL National location and now the customer service @nationalcar where I would prefer to give a 0 star rating. As a long time National customer I cannot believe how something has changed this drastically. I was provided a one way estimate for $320 between PHL to DCA for a luxury vehicle. Upon arrival at the location the luxury vehicle was not available and I was offered a car from the Executive Aisle which typically would not be an issue.

Upon return of my vehicle I was then charged $670 for the one way journey with a mileage charge of $0.40/mile and an increased daily rate compared to my quote. After calling customer service the same day they created a case ID to discuss with the location.

I have followed up now 5 days later to be told nothing has started and that the location only work the emails as they are received and that I will need to wait. When I asked how long the normal wait time is they stated it just depends on the emails. Clearly the PHL location must have a lot of issues if it take 5 days to review any email coming across.

After expressing my concern and asking if National has changed the way they manage rentals the customer service rep decided it was appropriate to tell me I just need to wait a few more days and she cannot really help me. Then followed to just say have a nice day and hang up.

This is my second issue with PHL National that posts $300 charges on rentals without any notification and follow thru. I will absolutely rent from a different provider the next time I...