Issue getting different car in same class?
 

I've been having somewhat of an ongoing issue with my local airport National location. I'm EE and I book a premium car. I go in for them to tell me they only have a Chevy Impala available. I understand this car is in the premium class, but I'm not comfortable driving this car and have told them this mutiple times. So I ask for a different car and get the constant run around of why they don't have a different car available:

1. We don't have any (despite going to the lot ahead of time or even after and seeing mutiple of the same car I want/request in the same class).

2. It's having maintenance done to it. Ok fair enough, but the same cars, every week (I can tell from the license plate and/or existing damage to the car)? Yet the car they seem to give me often is never out for maintenance.

3. It's reserved for an Enterprise Customer. I don't rent at Enterprise very much, but from both their website and calling in and asking, I was told they don't offer a specific car, just a class and then picking from what's available (same as National). If someone else who rents with Enterprise can let me know if this is somthing they do, I'd appericate it.

4. I don't have the keys. Ok, sometimes there is a delay in getting the keys back to the counter from having it cleaned/serviced. But again, this is an everytime execuse.

5. We have upgraded you to a mini van. I don't want a van or huge SUV, as they become difficult to park in large metro area's and some parking garages don't accept them due to height restrictions.

Today, I got all of these except the "reserved for Enterprise customer". One after another.

I'm not trying to be difficult or even looking for an upgrade. All I'm asking for is a car in the same class as I booked. I understand it's not what they pre-assigned to me, but I'd say 9/10 counter service locations are willing to change out for somthing they have (most I go to don't even assign until they ask you).

Any insight here?

What make and model cars are you asking for as an alternative to the (pre-assigned) Impala?

Chrysler 300. Much more room in the car for me as a taller and bigger guy.

Also to note this is the same car that National gives as the example of the type of car in this calss.

Have you talked with the manager of the local office?

Easy choice of vehicle is a benefit of Emerald Aisle locations - long a point of differentiation from Avis and Hertz, although that difference has diminished in recent years.

There is some further price segmentation within Premium, PXAR vs. PCAR. Others have reported the 300C as a PXAR. EE status ought to overcome that point of resistance, IMHO.

At Emerald Reserve locations I am not at all reluctant to scope the lot and ask for something specific from the reserved car class (or lower). Generally that is met with quick agreement, but not always. I haven't experienced the drawn-out refusals as the OP describes but I don't usually give the location a second chance to disappoint: I'll rent from a different firm or location next time, and suggest that's what the OP should be doing.

Yes I have asked to speak with the manager several times. I've either been given their business card and more or less said see ya later or said they will have one call and never get a response. I called the emerald club line today and filed a complaint with the area manager, maybe they can help.

I'd love to go to a location with a higher level of service (aisle), but this is all I have in the area other than enterprise.

Anyone know about Enterprise renters elite or otherwise being able to call in and rent specific makes/models of cars? I looked this up online and called, didn't see anything online and calling they said no.

This sounds like a problematic location...can you post which one it is?

If you go to Enterprise, it will totally depend on the manager...once you rent there often enough and develop a rapport with the staff, it will be much easier depending on their 'tude, and of course the inventory they have on hand.

At this point sure. MLI - Quad Cities Airport. Same inventory is shared with Enterprise at this location and I'm not 100% sure but I think they have the same manager (who appears to never be on duty, weekday, weekends, days or nights.

But again nothing official with Enterprise on specific cars? I guess one can say that all locations will possibly get to know you more and assign based on preference. The way the people put it to me at the counter, it's like this is an established benefit for Enterprise (at least at this location).

National is famous for doing this; it is either feast or famine with their inventory. More so around any major holiday and or peak travel time.

Reserved a ICAR for Thanksgiving but when arrived was given a Chrysler 2000. Begged and pleaded for anything else but counter rep stood their ground saying "that was all we have".

Have always found best selection with consistent results in getting something *you* want is to use EA service. But around here that is only found at airports so there you are.

Enterprise does not allow booking on specific car models. However, if there is an Enterprise reservation, the branches (local or airport) will often pull cars from National or Alamo if nothing is available. Enterprise will pull whatever is available, and there is no difference between PXAR and PCAR to Enterprise.

Requesting the 300 makes your booking even more difficult IMO because there are just less 300s compared to Impalas at least in my experience. Car models are not guaranteed.

The only recommendation I can make is to try to come back later and see if they have another PCAR to switch into. As far as service, you might the same experience if you book with Enterprise. Swap-outs are much more difficult with Enterprise though.

One major holiday a few years ago when the local National was strapped for vehicles they pulled several from Enterprise in same area. It always struck me that Hertz and even Enterprise would have vehicles to spare say on Christmas or Thanksgiving while National struggled to meet demand.

From my limited more recent experience with Enterprise they are far more based upon price and as such don't give out upgrades or whatever easily.

If you say reserve an economy or mid-size with Enterprise don't be looking for any major upgrades even if selection is limited. More so if you have a "good" rate from say a coupon or whatever Emerald Club or no. While National will happily give you a SUV, full size or even a minivan on an economy or standard reservation if that is all they have for the same rate, Enterprise doesn't want to give up anything.

I'm a little more willing to cut National some slack on car availability. I'm sure it's much more difficult to manage inventory overall and between classes if what people are driving varies significantly from what they've reserved. For example, every time I've driven a premium on a full-size reservation, that's one less vehicle for the next renter, who may actually have a premium reservation, to choose from.

A couple rentals ago at a non-aisle location, I was offered a Honda Accord LX or Subaru Legacy on my Premium reservation. I was disappointed, but I think that comes with the territory with the flexibility that National offers.

Am not so much worried for National's other renters having one less "right" class vehicle to rent. National for years has had fleet problems which in turn feeds having to give *upgrades*. These often are nothing more than National honoring their promise to give any renter with a confirmed reservation *something*.

Case in point at least here in NYC gas prices heavily influence what persons rent. When it was up around or near $5/gal people reserved and wanted ECAR or CCAR. What did National have? Mostly ICAR, SCAR along with SUV's and minivans.

Most frequent renters from National/Alamo have long figured out they can reserve an econobox but likely will be given ICAR or above because of inventory issues.

National for years also had problems with locations counting expectant returns to fulfill booked rentals for the day. Well problem was many renters figured out they could keep their vehicle one, two or more days longer than booked not only for the same rate but otherwise suffer no other problems. For those who were credit card challenged and didn't want to put huge holds on their cards this worked out to having amounts equaling one day but keeping the car for much longer.

Meanwhile back at the ranch National locations now have to find a way to make up for the returns that didn't happen.

All,

Just so I'm clear. I'm not looking for an upgrade at all. What
I'm looking for is the same car class as booked (and on the lot, as verified prior to picking up). But I'm denied this every rental. I go to the lot prior to picking up the car, see whats available, and then go from there. I almost always see a Cryslyer 300 on the lot (had up to 4 on the lot at the same time). But I'm denided them as an option. I book a premium, why can't I get the same car class? I understand that the car has to be serviced and such, but 9/10 times? Come on..... This location has lost my trust and now I'm in a place where I can't trust a thing they say.

Imagine you flew an airline, xyz air. You picked a seat by the window with no additional cost to sit in the aisle. But the same location refuses to rent that location out all the time. Would you not get suspicious after the second or third time?

The only thing it doesn't sound like you've done is contacted the location before one of your rentals. I'd track down that manager, give them a call a day or three before your next rental, and ask them to please set aside something other than an Impala for you. Shouldn't be rocket science.

If not, go elsewhere. There are a few locations where I won't rent from National; this might be one for you.

Yeabut thing is National is under no obligation to provide the exact vehicle only class. In fact IIRC they only promise with a confirmed reservation that they will get you *A* vehicle not the one/class you want.

Have had managers/CSRs at my local National locations pull vehicles they know I would like based upon past rentals (ICAR) but again they never gave an exact requested car. For instance tried for years to get a Prius but was told "one just left" or "we had one yesterday...". One day did bust out with "but I did ask......" and was nicely told that National does not hold specific vehicles. They will try to accommodate when possible but the fleet is what it is.

I'm guessing this was a non-aisle location? I've seen about twenty 200s littering the EA before but never in ES.

I learned my lesson at a non-aisle location last year when I showed up with ICAR reservation and they made it out like they were doing me a favor giving me an "upgrade" to a 200.

Yes, it was.... *LOL*

To be fair National around here always seems to think such upgrades are wonderful.

I'll be honest here. If I was a National agent and I got attitude from someone who I just upgraded from an ICAR to a 200 (SCAR), I'd stick them in the highest mileage, Fabreeze-filled Elantra or Corolla I could possibly find the next time around... :)

Well, I didn't complain about it. I just took it as a lesson to not reserve ICAR at this particular location ever again (it's not a place I have any plans to return anyway). There's really no reason to since I could reserve a FCAR at Alamo for less than ICAR at National anyway.

Why do National Execs reserve ICAR? FCAR is the same price and it may help you get something better in some of these situations.

Ron.

Yeah, at a non-aisle location I make sure I select full sized specifically to avoid some of the icar's and scar's (like the 200). I figure that gives me more leverage to not get stuck with one. That said, I've been offered one even on a FCAR reservation, although in fairness the selection that day wasn't real good to begin with (smaller location that doesn't have much to begin with). Agent was kinda surprised when I said that I really didn't like them.

That said, I've seen 200's creep onto the exec aisle from time to time.

All,

A quick update. Called National Customer Service on 11/29/15 and asked for both the local manager and regional manger to call. No call to date. Called on 12/01/15 (late in the eve) and explained that I still haven't recieved a call from either and the rep was pretty nice and agreeded that they should of called by now.

Anyway. For the people who have responded to the thread, please note, I'm not trying to get an upgrade, I'm just asking for somthing in the same class as reserved and that they have on the lot. Yes, maybe the contract terms say they just have to provide a car in the class booked or maybe even just a car (reguardless of class). But for customer satasifaction, can't they give me somthing they have? If I had a car in the same class, I'd give it to the customer who came first. I never have an issue, except at this one paticular location. Every other location is very cool and asks what I want, even if they aren't an asile location. This location seems to just be sticking it to me, just becasue they know I like/want a paticular car. I hate to say that, but it's what I as the customer am precieveing.

Also, I am booking a PCAR (PRENIUM CAR), when booking. It's only 2 more a day than a full size.

From what I've seen, some customers who get really chummy with Enterprise agents/managers are able to have cars held for them. It's definitely not an official thing, but a common occurrence at branches I've been to.

Why do National Execs reserve ICAR? FCAR is the same price and it may help you get something better in some of these situations.


Managed corporate travelers often have to book through a travel agent portal pre-populated with the company's travel policies (ex reserve compact or midsize), contracted vendors, and rates.

At least in the NYC area have long reserved ICAR because know fully well will be upgraded! *LOL*

Actually used to reserve CCAR for the same reason but many promotions require ICAR reservation (such as OTF) so there you are.

Though it has gotten slightly better National's fleet and management of it often leaves much to be desired, at least for non EA locations.

Right now besides the dreaded 200 there seems to be a surplus of Nissan Altima, Toyota RAV4s, Impalas around here.

What will take often depends where I am going and for how long. Finding parking in NYC can be tough for big boat vehicles so tend to prefer ICAR or even CCAR on certain occasions. Just a few feet of front or back bumper space can mean the difference between fitting in a spot or not.

Company policy, etc.

I get flagged if I don't book an intermediate.

I've found that asking for "not X" (which is what the OP was asking for) is usually a lot more successful than asking for "X".

So they look at the booking directly somehow? Do you book through a portal?

(I ask because there's no difference in the receipt.)

just wondering if you got any update? I would definitive fight to get an area manager on the line. With a Premium reservation, you have every right to take that 300. heck many location will even upgrade you into Luxury or Elite

+1

Overtime I rented directly from National/Alamo I always got an upgrade to a PCAR or whatever they classify it as. I always rented ICAR with Alamo which is serviced by National at JFK and always got a better car if I directly book through the website vs a place like airportrentals.com ( Priceline). National isn't the cheapest in the area but I love the service and as an EE I like I can choose whichever card I want. Alamo and Payless are cheaper from the places I can rent cars from but I like the perks with National to spend a bit more.