Again National Rental Car did an outstanding job. The staff was friendly and professional, the car I picked out was clean and ready to go.I do have a complaint- At the time of picking up my car the agent informed me that National Rental Car will be putting a $300 hold on my card. This was in addition to the rental charges. This charge was for all Michigan drivers. When I turned the car in, I asked about this charge and was told this is done to encourage local drives to rent cars from other locations than the airport. NRC wants to maintain their fleet of cars for out of town guests and business travelers.If this is the policy going forward, then the local Enterprise locations, need to do a better job of being open on the weekends, and supplying vehicles. I support the auto industry and when I travel, I need a specific Make of vehicle. I certainly can't drive a Chrysler to a GM plant, or a GM to a Ford plant. Enterprise can't guarantee any make or model when making a reservation. It is best effort only. The make of vehicle may not be available with a local office that has a much smaller inventory of cars. Finally, the airport NCR is the only location in the Detroit Metro area.My rating is for the local staff and service they provide.
The National program, Emerald Club, is a very good program as I like to close my car. The Detroit National location at best is mediocre.bCars are always dirty. Windows never clean inside or out. Always some sort of trash still in the car. I use them as I like to pick the type of car I drive. Hertz does a much better job of providing a clean car. Nationals point program is also on the weak side as it takes a full year of renting almost every week to get enough free days for a vacation rental. Also, their promotion 1-2-Free never appears on your statement you have to call to see what you have earned and you can't combine it with other free days earned. I understanding is free however almost better not to offer if it inconveniences the customer. Lastly I am executive elite with National. Doesn't mean much. Everyone who gets off the bus in Detroit gets to pick any car in any aisle, even executive rows, if a member of the Emerald Club. But if you are hung up on picking the type of car you want to drive, like me, you use National n
I use National rental car as part of my company's preferred car rental service and am an emerald club member. All of my rentals thus far have been good, except for the last time out of Detroit (at DTW). I rented a car that was clean but had a very strong and unpleasant odor. It may have been that a customer smoked in the car but I should have noticed that at a late night pickup of a rental, with this car being the only car left out of all mid-size sedans, there was something negative about it and people were staying away for a reason. This was a rental that I had to keep the windows slightly open while highway driving to keep from becoming ill. For vehicles like these, I would prefer for National to take them out of the rotation until the they could be further cleaned. Overall, National has been a good provider of rental cars for me and makes the process near seamless (i.e., straight from the shuttle bus to the car and on return, from the car to the shuttle bus... no office visit required).
Pros: -friendly staff-clean transport buses-easy contracts/check out with Emerald Aisle-great selection of vehiclesCons: - A couple vehicles were smoked in, had to check several before finding one that did not smell-the bus driver on my return to the airport was texting and driving, I had to ask him to please put his phone down. -at return the attendant charged me for gas fill option when my reservation did not have the option included and I delivered the car full of gas (which he checked). I had to call customer service and wait 10 minutes on line to have this corrected. My fault in this was not checking my receipt until the bus ride to the terminal.Suggestions:-If you allow smoking in vehicles, then please have designated ones. -use camera's in the buses on the drivers. If violating safety protocols or traffic laws, then discipline appropriately.-Allow customers to see a print out of charges before running charges on the hand held scanner, to confirm accuracy.
Very disappointed in my experience at the DTW National Car Rental. My reservation paperwork said to go to the counter. There was only one counter person (at a major rental center, i.e. the DTW airport), resulting in a long wait to speak with someone to pick up my car. The counter person said that since I was an Emerald Member that I should have gone directly to the Emerald Aisle (so why didn't it say that on my reservation?). The counter person also said that I could only choose a certain type of car up to the Mid-size that I had reserved. Yet, when I finally checked out at the gate, I asked the person to confirm that I had chosen a car size consistent with my quoted price, and she said that I could choose any car from the Emerald Aisle. It seems to me that National needs to get back to the basics by defining their standard processes and products and then properly training their people so that the customer can have a consistent and pleasant experience.
Performs as expected, until you report something lost.Pros: Pickup from the Airport, Shuttle back to Airport, Friendly staff, easy to find (via road signs) location, clean & fully-fueled cars. Cons: (Related to lost & found reporting) Customer Service via email and phone a bit off. I left an email reporting a possible lost item and received an immediate 'not found' response. I also left a Voicemail with the local office and was told "sorry, this vehicle was already put back in service. But we'll double-check if it's in the car."A definitive Yes or a definitive No would have been more reassuring. Instead I'm left with waiting until the car is returned (and assuming it was indeed left there) and hasn't been recovered by the driver who asumed the car after me.Overall, still a fan of National, as it relates to performing their primary duties (paperwork, terms of service, etc.) but not impressed by how they triage lost and found.