National - What's the best way to complain to National?

I'm sure others that have ever been to IAH have experienced this, but that operation isn't set up to handle the traffic they are evidently getting. Yesterday morning (Tuesday) was a total disaster. When I get out to the "pad" at 8:30am there are 3-4 cars sitting there, and I'm talking in TOTAL - ES/EA everything. All but one had people in them (why do people just sit there and make it look like cars are available?) The one empty one was a Fiat 500 right up front which I thought was interesting, but it was locked. Turns out, that's one of the workers cars. Why they parked it there? We'll never know.

So not only are there no cars, but there's a line of 10+ people waiting. I have no idea who is executive or elite or nothing at all - and neither does anyone working there. So now that we're in line as cars start coming through the gate it's first one in, first one out. When my turn came around it's a buick regal - not my first choice, but whatever. Then I get in - this thing has 36k miles, smells of smoke, clearly doesn't have working XM. The problem is that there are no other cars, I'm running late, and don't want to make a scene. This car probably has 15 horse power. It runs like a John Deere, and it actually stalled on me as I was turning out of the hotel for dinner last night.

So my question is who should I bring this up with? A manager at IAH? National corporate customer service? Emerald club something or other? I don't want any sort of "restitution" or credits or anything - what I really want is to never have this experience again. I have enough stress in my daily travels, and the car rental place shouldn't add to it. I rent a car every week. I was with Hertz last year and moved over to National for pretty much these same sort of issues at DFW. I have been BEYOND happy with the service to date, but something has to be done to get the supply up to the level of demand during peak periods like this at IAH. As an executive member, I expect (and not in a DYKWIA kind of way) to have options above and beyond the regular joe who travels twice a year. That's why I choose to keep my business in one place.

Thoughts? Similar experiences?

Thanks!

So my question is who should I bring this up with? A manager at IAH? National corporate customer service? Emerald club something or other? I don't want any sort of "restitution" or credits or anything - what I really want is to never have this experience again.

Well then, your best shot is to switch to the rental company that never runs low on cars on a weekday morning at a major airport location. Let me know if you find it.

I'm not suggesting that you're not right to be annoyed about it, mind you. I just think your goal of making sure that it never happens again is somewhat ambitious.

Even the base model Regal has 180hp, but anyway, IAH has been having issues with rental car capacity lately, not sure why. I've experienced it with National, Enterprise, and Thrifty/Budget.

National does reply to tweets.

Well then, your best shot is to switch to the rental company that never runs low on cars on a weekday morning at a major airport location. Let me know if you find it.

I honestly don't think that's too much to ask for - this is a total mismanagement of inventory. They have reservations, so they know how many people are coming in. And there are cars somewhere, as seen by them trickling in. Seems pretty simple that they should be able to have cars gassed and ready to go for those peak times. If they don't have cars, stop taking reservations!

I honestly don't think that's too much to ask for - this is a total mismanagement of inventory. They have reservations, so they know how many people are coming in. And there are cars somewhere, as seen by them trickling in. Seems pretty simple that they should be able to have cars gassed and ready to go for those peak times. If they don't have cars, stop taking reservations!

Have you never returned a car 4 hours late, or kept it another day?

I have had this happen at various locations, both Hertz and National. No need to get your panties in a bunch. They are busy, they didn't tell you they cannot accomodate your reservation. For all we know, 5 people called off that day and they can't get them prepared fast enough.

It does sound like a DYKWIA attitude.

Don't ever rent at SNA.

That said I think you can complain about the condition of your car. I would do that with a manager at IAH.

As to the other, well if it's a one time event I would probably not throw a fit.

I honestly don't think that's too much to ask for - this is a total mismanagement of inventory. They have reservations, so they know how many people are coming in. And there are cars somewhere, as seen by them trickling in. Seems pretty simple that they should be able to have cars gassed and ready to go for those peak times. If they don't have cars, stop taking reservations!

They do have cars, they have more cars at the airport than they keep in the ready-to-go aisles at any given time; I'm not sure exactly where they all are. But if the aisles are full at 8am and everybody shows up between 8 and 8:30 to take their cars then they're gonna have this trickle. It doesn't sound like you were waiting *that* long. It does sound like you got a substandard vehicle though -- a Regal is a decent car but 36,000 miles is excessive for a rental.

I think you should reverse your aims. I think you should complain expecting to get compensation, rather than complaining expecting National to completely change their business processes so that nobody ever has to wait five minutes for a car ever again. I'm sure they'll sling you a voucher or something, you should be happy with that.

Personally I'd just complain via the "contact us" form on the website; I doubt it's likely to be worth trying to get someone on the phone.

I had success posting a pointed question on their FB page and got a reply from a National representative within minutes inviting me to submit details via email. Ultimately got personal phone calls from station management at the rental locations involved.

I find National is always all ears to hear your opinion.

I returned an Edge limited to YYZ today; and noted that the vehicle was a bit dirty when I took it (always hard to see how clean the interiors are in the garage).

The agent made a note on my file; said to reference it next week when I am in town and they would throw me a luxuary car. Also took an additional 30% off the total (above and beyond my normal discount).

I returned to my home airport for my one way rental home; agent remebered what car I liked and had it prepred and handed me the keys as I approached the desk; no paperwork nothing.

It really is hard to fault National with that level of customer service! They really do care!

As others have said; perhalps it was just a bad day for them.

I pretty much only rent with National anymore. Even their sister brands of Enterprise and Alamo aren't as up to the task. Budget and Thrifty have been a joke for me. Avis is tolerable, but their systems just aren't as modern as National's Emerald Club where the receipt is in my email inbox before I have my bags fully out of the trunk.

I always have a "how quaint?!" moment when I'm handed my Avis receipt on dot-matrix printed carbon paper.