So mad at National!!!! Update: Post #22 :)

[drgnfly30]

Went to pick up our Minivan rental from National yesterday for our drive down to WDW.... Booked it with my Emerald Club so I wouldn't have to pay for DH as an additional driver... WRONG... they charged me $80 for him, I argued for about 10 minutes that the charge was incorrect, that my EC membership entitled me to have DH as a free driver... they called EC & they alledgedly confirmed that only work associates are covered for free not spouses!!! The agent was beyond rude, actually snatching the rental agreement from me when I questioned the charge & saying she'd just cancel the reservation & I could go elsewhere... I ended up saying I'd pay for it but I'd be disputing it with National & my Credit Card company upon my return... she said that she'd be notating the file about how I tried to get the fee comped & that it will not be waived under any circumstances... I recently swore off Alamo for similar treatment (non-disclosure of the addt'l driver fee until added at the counter, double billing my pre-pay & non-existent customer service), to my dismay when I picked up the car I noticed it was a National/Alamo shared counter... I knew they were now owned by the same company but it's obvious now that National is picking up Alamo's tactics. BTW once I got down here I verified through the website that one of EC benefits is free spouses as drivers... It reeks of unfair & deceptive trade practices.. I know many of you like National, I did too - once... but no more! This will be my last rental with them.... BEWARE!

ETA: From their website -"Authorized Drivers Free (in the United States and Canada) - An Emerald Club member's spouse, immediate family member living with him/her, business partner, employer, or fellow associate who has an assigned corporate contract with National and drives the car for business purposes. All other additional authorized driver situations are subject to a daily charge. Click here for our policy on additional drivers."
and
"Additional Drivers:
All additional drivers must meet ALL rental qualifications in regard to age, credit card, and driving record as well as all other standard rental qualifications.
Must appear at the rental counter with the primary renter.
Must present a valid driver's license.
Must sign the rental agreement.
Must present an acceptable credit card in his/her own name"

 

[MICOL]

I have had problems with National and Alamo, I call them when I get home and they always fix any problems like you had. Go up to a supervisor if needed

 

[jctwizzer]

I'm puzzled how the situation ever came up.. With Emerald Club you book the car; pick the car of your choice at the airport; and drive thru the booth with your paperwork..As an Emerald Club member, I've never had a discussion with a booth attendant except for the gas option.....since, as you say, spouses are covered it's never mentioned when we go through\...can't figure out why it was such an issue for you..

 

[dudspizza]

I'm puzzled how the situation ever came up.. With Emerald Club you book the car; pick the car of your choice at the airport; and drive thru the booth with your paperwork..As an Emerald Club member, I've never had a discussion with a booth attendant except for the gas option.....since, as you say, spouses are covered it's never mentioned when we go through\...can't figure out why it was such an issue for you..

Sounds like it was at a location where you still have to go to the counter.

The employee at National was totally wrong. I hope you got that person's name and report that to the supervisor. Did you ask for a supervisor when you had issues? I know that doesn't always help in some circumstances, but you never know.

No one ever likes to be treated poorly, especially when you are right and the employee is misinformed.

Best of luck.

Duds

 

[CarolA]

Well..... here's another twist... If you were at a franchise location (which MCO is not) then ALL bets are off. My past expereince with rental car companies has been that "franchises are allowed to choose" those rules they will accept!!! (I have had this type of situation with National, Hertz and Budget at "franchise" locations)

 

[drgnfly30]

This rental was done at the Wilmington (Delaware) Airport... there was no supervisor... she was it! This is a very very small airport, there is no Emerald Aisle available - strictly counter-only service...

I guess it didn't help that it was a Friday evening, she closed at 5:00 & by the time she got to me in line it was 5:09... she obviously couldn't be bothered.

Franchise or not, if you are going to accept the Emerald Club card in any way (and they did because she honored the discount I got with the contract code) then they shouldn't be able to pick & choose the rules that go along with it.

 

[CarolA]

Franchise or not, if you are going to accept the Emerald Club card in any way (and they did because she honored the discount I got with the contract code) then they shouldn't be able to pick & choose the rules that go along with it.

So you would think, but having fought with several rental car companies over their franchise locations failure to honor corporate contract terms.... I wouldn't count on it. They seem unable or unwilling to force the franchises to play by the rules....

 

[chipscinderelly]

That's just wrong of them!

The question I always ask when this comes up is "How would National know if he drove the car?" Our insurance covers both of us on any car we drive - so National doesn't need to know.

 

[ducklite]

That's just wrong of them!

The question I always ask when this comes up is "How would National know if he drove the car?" Our insurance covers both of us on any car we drive - so National doesn't need to know.

Flawed logic. If you rent a car that's damaged in an accident and you weren't driving but your husband was at the wheel, you think they wouldn't know? Just how do you think you're going to get the car repaired and returned in your rental period without them knowing? Most body shops would never work on a rented car!

Anne

 

[KarenP99]

Don't give up on National!

Sounds like you got one bad apple on that particular day.

Try calling the Emerald Club customer service. Hopefully you got a name and can relay that information.

I've had little glitches with my past two reservations, but a simple phone call cleared everything up...and the customer service reps were very kind & professional.

 

[madge]

Well..... here's another twist... If you were at a franchise location (which MCO is not) then ALL bets are off. My past expereince with rental car companies has been that "franchises are allowed to choose" those rules they will accept!!! (I have had this type of situation with National, Hertz and Budget at "franchise" locations)

I booked a rental for a friend at National Car Rental in Salt Lake City, which is (as I just learned yesterday) a franchise location. Apparently, it was a nightmare when he went to the Emerald Club counter to pick up the car. The clerk was rude, did a hard sell on the insurance, tried to charge for the additional driver, etc. I felt AWFUL for my friend, since I was the one that recommended National in the first place. He walked right over to the Avis desk and was treated wonderfully, thank goodness!

 

[Nana Annie]

.....

 

[FoodLover]

Did you happen to mention that you were driving to WDW? This might not be construed as driving the car for business purposes. The policy says if you are not driving for business purposes, you are subject to a charge. Might make fighting it difficult.

No, you're misreading the rule (which could be better written). A spouse or immediate family member living in the same household is covered regardless of the purpose of the rental.

The second part of that sentence pertains to people sharing the car when traveling on business: "business partner, employer, or fellow associate who has an assigned corporate contract with National and drives the car for business purposes."

I'm very confident National will refund the amount the OP was charged for a second driver. The person at the counter was just an idiot.

Mary
MouseSavers.com

 

[cigar95]

My memory might well be failing at my age, but I seem to remember reading at one time that the free spouse coverage applies only when one uses the Emerald Club code (5007125) on the reservation. Using another code would remove that particular benefit.

It seemed like an odd condition at the time - if I'm remembering correctly at all.

Either way, it doesn't excuse poor service at the counter.

 

[betterlatethannever]

I'm a little confused (as usual).

I am an EC member. At MCO, I go out to the lot to pick up my car, I drive to the booth.

Now for my wife to also be able to drive the car, I need to give the attendant both drivers licenses? Is that right?

Ed

 

[keishashadow]

EA told me that the spouse had to be listed on the master rental agreement or they were not covered.

Called Alamo QS customer service & they told me that spouse are an extra daily fee.???

Of course, both are to be utilized for business, not leisure travel.

Wouldn't it be considered insurance fraud to lie about who's driving in an accident?

 

[FoodLover]

Now for my wife to also be able to drive the car, I need to give the attendant both drivers licenses? Is that right?

That's what we've always done.

The rules are in the first post of this thread. Those are taken right off the Emerald Club site. It does say the second driver must present a valid drivers license. Of course, it also says the second driver must present a valid credit card in his/her own name and must sign the rental agreement. Neither of those issues have ever come up for us since there is no rental agreement to sign and my credit card is automatically charged through my EC membership.

Considering how many times a year we use National EA and hand over both licenses plus my credit card, I think something would have been said by now if that wasn't sufficient.

In any case, I don't see anything to suggest you must use any special code or be traveling on business in order for the spouse to be covered.

keishashadow, I don't think it's possible to add a spouse to the Emerald Club master agreement. Of course, my husband and I joined EC ages ago so I might have forgotten. But I do know that when I book a rental with my membership, ONLY my name is on the paperwork. If there had been a way for us to add each other to the agreements, we would have done so.

Alamo is a different story entirely. It always charges for additional drivers unless you have a special code or coupon.

Mary
MouseSavers.com

 

[Poorman]

The last time I used EA at MCO the attendent said my wife did not have to show her license, because it was EA.

 

[keishashadow]

That's what we've always done.

The rules are in the first post of this thread. Those are taken right off the Emerald Club site. It does say the second driver must present a valid drivers license. Of course, it also says the second driver must present a valid credit card in his/her own name and must sign the rental agreement. Neither of those issues have ever come up for us since there is no rental agreement to sign and my credit card is automatically charged through my EC membership.

Considering how many times a year we use National EA and hand over both licenses plus my credit card, I think something would have been said by now if that wasn't sufficient.

In any case, I don't see anything to suggest you must use any special code or be traveling on business in order for the spouse to be covered.

keishashadow, I don't think it's possible to add a spouse to the Emerald Club master agreement. Of course, my husband and I joined EC ages ago so I might have forgotten. But I do know that when I book a rental with my membership, ONLY my name is on the paperwork. If there had been a way for us to add each other to the agreements, we would have done so.

Alamo is a different story entirely. It always charges for additional drivers unless you have a special code or coupon.

Mary
MouseSavers.com

Luv your site!

When we changed the CC guarantee, we had to fill out a new master agreement & send it back...assume you could add additional drivers @ that time too??.

Must admit, I consider it a bonus that I don't have to navigate the Orlando highways. gee honey, I'd love to drive but, I'm not covered on the agreement LOL.

 

[5boyz]

I am going to WDW in July and planning on renting a car for the day (to shop outside of WDW). We are going to use Budget at DoubleTree on Hotel Plaza Blvd. Anyone ever used it?