do NOT use national car rental!

[stacy6552]

hello my ffellow dis-ers! please benefit from my hellacious experience and do not use national car rental. (my next stop to to write to wdw, the disneyclub, and national themselves)

I am a disney club member and booked a car through national for this past weekend, using my free day coupon code i got from the DC website. I booked it online. the instructionas said to enter in the code and show proof of DC membership when we arrived to pick up the car. which I did.

so we arrive at the national counter, where they had 3 people working the counter and at least 2 others meandering arround not helping anyone and stand in line for nearly an hour. let me point out that avis down the way had 9 people working the counter and no line. we get up to the counter and maria tells us we have to pay full price because i didnt print out the coupon page from the dc and bring it with us. now she has a copy of the page from another customer and refuses to make a copy of it. i read the entire thing to her and say how it doesnt say to bring the coupon, just our membership card. i also show her my reservation confirmation where they accepted the coupon and it doesnt say to bring the coupon.

we ask for a manager. she picks up the phone and walks in a circle. we stand and wait 10 mintues before asking when the manager is comming. maria shruggs and makes a face and when i ask her if she called the manager she says no. so i tell her we arent standing hthere for no reason and to get someone down there! she calls a manager who tells her to do it. duh!

no apology, nothing!

the $35 discount wasnt worth our time or aggrivation in the end! dont use them!

 

[Bumpy]

I am so glad you posted this because I was going to do the same. We had the same rude experience on out trip a few days ago. They would not honor the rate cause I didnt print the coupon and bring it with me. She incinuated that I was lying and I had a bad taste in my mouth when I left there vowing to never use them again. It's funny the line situation was exactly the same for us too. All other car rentals were maxed out with employees flying people through the line and National had 4 agents handling a line almost out the door. I will not use them again ever!!!!! Rude, classless people!!!!!!

 

[Lewisc]

National is making EA available for free to all customers to reduce the number of people who need to go to the counter.
The current Disney Club newletter says coupon is required. Although I agree National could let it slide, most business won't give you a coupon discount if you leave the coupon home.
National has been good about honoring incorrect rates if the customer has the internet confirmation and any applicable coupons.
It is a fact of life that all business occassional give bad service but if I had those problems I'd probably use a different agency for my next trip.

 

[EpcotKilterFan]

Me too!

I got a car on May 10 and drove out through the gate and was asked for the coupon. The last 2 times I used the rate was never asked for the coupon. Unfortunately the coupon was with another member of my family on a different plane. The woman at the gate was very rude. I did not want to argue with her right there so I just said go ahead and charge me I will take care of it later.

When I returned the car on May 17 I went directly to the counter with the coupon. I was lucky and they gave me the discount. The woman at the counter said "You always have to give the coupon if you use the code" and had a bit of an attitude.

So maybe they have been bitten by the codes and want to make sure eligible people are using them. But they could be a bit more pleasant.

Debbie

 

[Bumpy]

Lewisc,
I made my reservation a long time ago from the internet Disney site. NOWHERE did it state that you had to print out and bring the coupon. I received the new coupon from the Disney Club and yes on that one it states it , but it didnt befor. I will never use this company again as its employees were rude from the top to the bottom. I can understand a change in policy but not rudeness!!!!! NEVER. I think they have become very complaceant and do offer good customer service. If Disney gets enough complaints about them then they will drop them and use a different agency.

 

[Chuck S]

I doubt seriously that Disney would 'drop' National...they have been the 'Official' rental company for as long as I can remember...and National PAYS $$$ for the "Official" status. I haven't seen any new airlines lining up with $$$ since Delta didn't renew their contract.

 

[stacy6552]

disney may not drop national, but they should seriously consider it. my husband and i have been in negotiations with the vacation club. one of the reasons we were so interested in it was because when traveling elsewhere we felt we could trust disney's partners to provide the same excellent service. but if national is a typical partner, we just arent sure anymore that we trust disney not to send us to some roach infested hotel overseas.

 

[Chuck S]

You're getting off-topic. This discussion is Transportation not DVC.

 

[CarolA]

I think the that the main issue I get from these boards is that everyone (airline, rental car, hotel) has a bad day or bad experiece. A few weeks ago we had basically the same post about Alamo! I hate to say this, but I really don't let these opinions sway me. I figure that most people only post if they have complaints. Also for rental cars one of the keys to the line at the counter is the specials the companies are running. So.... if Budget, National etc... have a big special going on they will have more customers than Avis that almost NEVER has a special.

I have trouble with the fact that people don't bring the coupon print out with them. The very fact that is is a coupon implies to me I need to have it with me. That is how they work at the Grocery store!

 

[denisenh]

It is so frustrating to do things the "right way" and it sounds like stacy6552 did, and recieve an attitude like she says did. She had the confirmation for her rental reservation that showed that she used the proper code and brought along her DC card. I wouldn't be happy with the service that she describes if I were in her shoes.
I read a lot of posts that give kudos to this or that company and/or their customer service as well as negative ones.
But when it comes down to it, if you give a company a shot and expect to get good service and you don't get it, that's the history that you look at when making your consumer choice in the future.
A+ service for every customer, every time isn't too much to ask. You should expect it.
I have used National once at MCO and had no problems, but it was a simple rental and during "slow season".

 

[Beverly Lynn]

I took my coupon with me last feb from the DC because it did say on the coupon required at time of rental. but then again any time I have had a coupon for renting a car I brought it with me....like CarolA said this is how they work at the grocery store.....its better to be safe than sorry. but I do know what she means about an attitude...its becoming entirely too common these days. But since I have now been on both sides of the fence in the travel industry I know what a lot of these agents deal with on a daily basis. between the air rage and in general travel rage its becoming terrible. What I hate is having to deal with an agent who doesn't speak english very well and they cannot understand what it is that you are tryig to convey and then one of their friends who works with them walk over and they start to talk in their language and you don't know what they are saying...but you can only imagine what it is.........no matter what we are al told in customer svc training you must keep that smile on your face and in your voice......its so hard to do now..........make sure that you contact national and if you still have that coupon photocopy it and send it with your letter and if you still have your confirmation then send a copy of that as well. and then make sure that you point out that it does not say on your coupon that it is needed at time of rental pickup. and make sure that you send a copy of the letter to management at the orlando sight as well as headquarters. (if this is bothering you that much then take it all the way.)

 

[pbhunt]

Why wouldn't you print out the Coupons and any other verifying documents? If it's called a coupon you generally need to have it in hand to redeem it. There's no excuse for the rude response, but it seems like a sure setup for aggravation if you don't bring the supporting documents.

 

[Bumpy]

PBhunt.
I brought my email confirmation and Disney club card with me. I did not bring my printout of the coupon from the Disney site because it said to type in the code and bring proof of Disney club membership which I did. I showed the woman my Disney club card and confirmation to which she replied anybody can acess that code. I told her that you needed to be a Disney club member to get onto the site. She denied that even though the website is secured as Disney club members know. I know people share codes on the internet but if you have your card with you obviously you are a member. I did exactly what the member site said to do and had all my requirments. This is not a coupon like a grocery store this code is acsessed by a secure site and you prove your entiltled to the discount by your membership not the coupon. They are using a lame excuse to not honor their website rates and are very rude to boot. Not the way I like to do business.

 

[Lewisc]

Usually a coupon rate requires a physical coupon. Usually a web coupon will say something like print this page or will open up a new browser window and actually give a coupon page to print.
Maybe the problem is not with National but with Disney's website not being clearer. Most car rental discounts (COSTCO,AAA,EB....) gives you both discount codes and physical coupons which have to be presented. I AGREE THERE IS NO EXCUSE FOR RUDE EMPLOYEES but the fault may be with Disney and not National. If a National employee refuses to give the discount without a coupon and the customer persists in asking the employee is not necessarily being rude. I'm sure you weren't rude but if the 10 people before you were I can understand National being short with you.
Again THE REAL PROBLEM IS WITH THE DISNEYCLUB WEBSITE.

 

[Beverly Lynn]

the coupon I had was the one that came in the mail with the DC membership. this one says you need the coupon at time of rental. but like I stated above go do what I said and report it to the higherups at headquarters and what you sned to them send to the manager of ZL at orlando airport as well. this is the only way to get the problem corrected(rude agents)

 

[robinb]

So has anyone successfully used the printout from the web site? I printed both offers so I can show them when I take the car in July.

 

[noel]

Try calling 1-800-car rent and ask to talk to a billing specialist. You may be able to fax the page from National and your confirmation to them & perhaps they'll make an adjustment. I think this link should have the discount on it.

http://disney.go.com/vacations/travel/national_pop.html

Sorry you had a bad experience.

 

[stacy6552]

it doesnt matter who you call ahead of time or what you bring with you if they feel its ok to change the rules at the time of car pick up.

anyone who feels this kind of behaviour from a service is ok then use national. i expect more for my time and money. at the very least service with a smile.

 

[GCM13]

I just made a reservation with National. I am getting the Entertainment discount which was the best discount I could find. If I take my coupon with me and present it, will I have any problems, delays, or bad attitudes? Want to make sure everything goes smoothly.

 

[Beverly Lynn]

when I used them last feb I took my coupon from the DC with me because it said on the coupon that it had to be turned in upon time of rental and had no problem whatsoever. but I can't say that their agents were happy or treated you with a smile either. that doesn't bother me since I know what these people have to put up with on a daily basis. Been there done that. But national needs to be made aware of rude agents...there is no need for that, regardless of the type of day you are having!