Customer service is poor. Trying to deal with a malfunctioning car was a disaster.
Worst customer service I've experienced in a long time. Waited 10 minutes for the agent to show up. Explained that I needed to exchange my current rental car as it was experiencing mechanical issues. Without even looking up from her phone, she said she had no cars available, and no advice as to what I was supposed to do. Hope my car makes it to the National location.
Incredibly poor customer service! I called this location because of a mechanical issue I was having with a rental car. They told me they had a car available, but needed to double check on the details, and they would call me back. They never called back. I called them, and they said, "We don't have a car for you." I said, "So are you suggesting I continue driving the car that is having a mechanical error?" His response, "Yes." I asked for the number of another location and he said, "I'd have to call you back with that information..."
Ridiculous experience. We had reserved a Suburban to accommodate our group of six. That vehicle was not available so we ended up having to rent two vehicles which increased our rental cost by $256. After returning from our trip I contacted National to lodge a complaint and ask for a refund for our second vehicle. Fast forward one year+ and at least 8 phone calls and this is still being investigated. Each time I've been told I will hear from National's Montrose Branch within 48 hours. This morning I was told to contact the Montrose Branch myself. The number I was given to call was not in fact, the Montrose Branch number, it was the number for yet another call center. The person at that call center gave me another number which turned out to be a number that doesn't work. So I called the call center again and this time was transferred to the "escalation dept." I have been told my several people in the past week that "this happened over a year ago, so....." It is only "so long ago" because National has been dragging their feet, and making a complete fiasco of doing anything to resolve this. At this point, I'm told that all they can do is offer me coupons for three days rental. I can't wait to see if they actually arrive in my email inbox. I'm not optimistic given their track record.
National Car Rental is a US Car Rental based in Montrose, Colorado. National Car Rental is located at 2100 Airport Rd, Montrose, CO 81401, USA.
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