I had this happen to me about a year ago and have not rented from National since.

I was and Emerald Isle Executive Elite, renting about 200 days/48 weeks per year. I have done that for several years. At IAD location where I usually rent from I would pick up on Sunday nights late and return later in the week.

The Executive area always was loaded with SUV's only so I had little choice except which SUV I wanted.

One night I arrived about 2AM and they had a bad snow. I picked a car and had to brush the snow off with my hand since they had not provided an ice scraper. After preparing the car, about a half hour later, I left and at the gate the guard looked at my reservataion and said the car would be $10 per day additional.

I said it was just like the car I had gotten every week before without paying extra and he said it was because of the snow! He said I could go pick out a smaller car from the non-Executive area and I would not have to pay the extra, but for SUV's in the snow they get a premium.

The next day I called the Executive desk and stated my problem and asked why as a good customer I was stuck with a $10 per day snow premium. The representative I got said "If you don't like the service go somewhere else".

I was livid and wanted to report this to a very high official, but could not find any contact information that didn't lead to an automated response system and ultimately back to a low level service rep.

I would appreciate any high level contact information where I can talk to a live body.