As an Emerald Executive Elite member, I would certainly expect the system to work much better in Richmond than it does. As many have said, there is not Emerald Isle at Richmond, and when the line gets long and Emerald Members are getting frustrated, it is the clerks who are faced with the National systemic problem. On two different occasions, I have made specific reservations for the Sporty Class vehicle, and upon arrival, have not had a vehicle ready. On the first occasion, I canceled my reservation and this past one, the clerk scrambled to get me a Camaro. Regardless of what phone number is called you are always directed back to the National Corporate number and National is not open to providing the local rental desk number. My experience with National has always been outstanding, yet Richmond falls way behind to follow the National Model.
The car was filthy and had an eye-watering smell. This Buick Rendezvous was apparently used to transport miners into coal mines. All of the surfaces had black fingerprints and the floors were stained black. I believe that they attempted to vigorously shampoo the stains out of the carpets which left it with an overwhelming, pungent/sweet odor. I left the windows down every time I parked it which helped reduce the smell by the end of the week.
We reserved our rental online which was very easy. When we arrived at our destination, Richmond the person assisting us was friendly and very efficient. The vehicle was clean and worked out perfect for our family of 6. The return was very quick. We were very pleased with the whole experience. Thanks.
My flight was late so it was after midnight when I picked it up or I would have returned it. I was very appreciative of them keeping the booth open for that last, late flight coming into Richmond.
Overall car rental experience very positive. Lost & Found process not so positive. I left a garage door opener in the car on the visor when dropped off. I logged a report within an hour of drop off and no response. Logged another lost and found report the following day and got a generic message stating nothing found. Personal touch would have been nice. This leads me to believe there wasn't a lot of effort put into finding the opener! Bummed....we typically have a more positive experience.
I was overcharged by $370+ dollars on a 4 day rental because National claimed that I went 1482 extra miles. At most I drove 200 miles during that trip. The day after I dropped the car off I called to ask them to correct it. I talked to customer service and they were extremely nice, but unfortunately could not tell me much. I called back the following day, several times and could not be told any additional information on my claim. I am writing this now as I am sitting on hold (it's been 50 minutes) to talk to someone at the actual location. Little do they know, I will just keep calling until i get refunded my $350+ dollars. To top it off, I have been an Emerald Club member and loyal National user for over 5 years now. I'll be glad to mention this to my company's HR and transportation team that struck a deal with National to make them our official company car rental agent. Don't think they will want them or their employees to get ripped off like this. National can kiss the hundreds of thousands of dollars my company spends with them goodbye.
**update - I waited 1 hr and 13 minutes on hold only to be hung up on.
*** another update - I called back and waited another 55 minutes on hold only to be hung up on, AGAIN!
National Car Rental is a US Car Rental based in Richmond, Virginia. National Car Rental is located at 1 Richard E Byrd Terminal Dr, Richmond, VA 23250, USA.
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