I wanted to confirm my reservation on the phone with someone because I am under 25 and wanted confirmation I would definitely be able to rent the car. I spoke to a woman on the phone who was extremely unhelpful and vague. Website is a lot more user friendly than customer service call line.

We asked for a manual car and were given an automatic which we were uncomfortable with driving. We asked if there was an alternative and were told no not really. You will get used to it after 10 minutes. We booked quite a few months in advance and were told they didn't think we would show up as the booking had been done a couple of months in advance. We were not told how much it was or that there was a £300 deposit to pay so when my card payment wouldn't authorise at the end of the month, I was asked if there were enough funds in my account. Overall the car was good but not what we requested and the customer service level was shocking. It took forever to process and the member of staff didn't show us anything about the car or explain the payment which was taken. It all seemed to be too much trouble. Disappointing and not a good advert for getting repeat custom.

I am an Emerald Club Member and was just about to book my 57 Day car rental USA when a National Car Rental internet ad for a 10% discount When I checked it out the discount was £53.00 less than my Emerald Club Why?? I booked the discount rate

I made a reservation for a compact manual petrol (Astra or equivalent) at GBP 37. The vehicle I was provided with was an upgrade to a Volvo D3, diesel. OK thanks an upgrade, but I would have preferred a petrol car as reserved. More importantly, my reservation was for a pickup of the rental car at 09:30 but I was not provided the rental car until 10:25, as it also had to be cleaned and prepared. Having the rental car late did not allow me to be at a scheduled meeting in Birmingham for 11:00am. As an Emerald Club member, I would expect the rental car to be ready and waiting on the forcourt at the required time. Maybe I should have gone to Enterprise?

I was happy with the car. However I did have problems with making changes to my booking. I had booked on line but then wanted to change the pick-up time. When I tried to do this online, I was quoted a much higher price. After various phone calls I was advised that next time I should make the booking by phone rather than on he internet as if I needed later to change, it was easier to do this over the phone. Also when I emailed with a query about the pick-up I didn't get a reply till after the pick-up date

I am a Emerald club member and nothing gets my goat when a booking is £203 cheaper than my Club membership ? for an identical car hire Also the web page will change numbers so you have to keep a good eye on what you think you are signing up to. When I tried to book by phone the agent had never heard of Fort Lauderdale Florida, Lastly I had hoped to pay in the UK and save the USA ADDING HUNDRED OF $$$ on top But having ticked the correct box I have ended up to pay in the USA. I WILL BE PHONING NATIONAL TOMORROW John Jordan

i have paid for the car already. charging me per mile fee is a disgrace and a rip off. i understand that its because some people use the vehicles as delivery vehicles for their business, but its not fair to penalise the rest of us for their wrong doing - you should just ban those people. i have already paid for the car. charging me for every extra mile over six hundred miles is unfair, you are dictating to me how far i can drive the car recreationally before you decide ive driven too far. surely where i go and how far i go is my business, as long as its recreational and not as a delivery job. there are too many companies ripping customers off with such devious tactics, why cant you be better than those rip off merchants. stop it or i go elsewhere.

One of your websites said there wasn't a car available but I was able to rent it on another website. why the discrepancy? I always try to book with National because of good service in the past.

When these guys first started out, they were so much better than any of their competition. However, times have now changed and they seem to have problems maintaining basic services like processing of payments online, cars that are clean and in good condition and such like. you think this basic stuff would be taken care of easily with year on year expansion, but it has gone to opposite way. Still book with them, but often enough check and re check the car several times and irritate the poor fellow who shows me around at their office. Have started Looking for a better option.

Particulary like the pick up and vehcile but the website dropped out taking payment and booked twice then the response to refund my money has taken to long 7 days and still counting.

I am a regular user of National Car hire (Hire reference 786992610) however on my e-mail statements I note no reference to two previous UK hires in 2013. This suggests no credits in 2012 also. Mails to request clarification go unanswered and are frustrating, my question is do you really want repeat business ? If no please advise and I will go elswhere If yes, please respond to my mails. If my e-mails are not addressed to the correct department, please advise relevant e-mail address. Vince Robinson

I found most of the options I was looking for when booking. Seats in the vehicle, price, additional drivers, driving abroad fees, etc. One problem that was very worrying though. From the list of cars, the one I chose took me to the car below, expect when I got to the last page before booking, it snapped back to the car I clicked. Very confusing, nearly booked the wrong car.

Insurance cover not clear and couldn't see an option to purchase additional cover when booking. The policy document isn't clear either and I have emailed Co for clarification. I don't like having to pay for numerous extras when collecting car. Other than that the online application was ok.

Dear National I travel between FRA and LHR every 2 weeks and I arrive at the pick up center on North perimiter road, I take a ticket and stand there waiting for 1 hour while someone becomes free. Every time its the same faces and everytime they spend, in my opinion, far too much time chatting and typing and sorting and walking around. Hello exactly who is the customer here ? Everyone waiting is the same opinion (what are these people doing ?), its far too slow and you need to speed it up becuase waiting 1 hour to pick up a car that should be ready on arrival is unacceptable.

Having specified a one-way hire, the initial costs shown (when you choose the type of car) refer to a single location hire. Other firms show the final figures at this point. Thus a false impression of National's prices is gained. Yes, it is informative to be told the extra cost incurred in a one-way hire, but this belongs with the list of inclusions, eg road tax per day. To be really nitpicky, a charge of 10p has been added to the estimate of the amount to be paid on collection; this is for 1 mile over 1500 miles! This is merely bad layout, allowing the information about the mileage charge to be included in the same column as one way charge and its associated VAT.

I hired the vehicle with all costs covered only to discover that this did not include the collision damage excess, which was charged at £16 extra per day. This should be made clear on your website. Also, I have now received an invoice for extra millage charge, stating that I have done some 2375 miles. In actual fact, I did no more that 450 miles, which is well within the 1500 miles allowance.

on my return journey to heathrow airport the car was too small for luggage and people. I called my local large national at b.ham airport and a team leader told me that there were no larger cars in the surrounding areas. I then had to call a local taxi co and pay £250 to take me to the airport. I took the car to wolverhampton who were extremely helpful and couldn't understand why christian from b.ham airport had not told me w,ton had in their car park an estate which I could have changed to. This christian guy cost me half a tank of petrol and £250 for a taxi I am not impressed neither were w.ton who took my complaint form, I hire at least once a month and have done for the last 15 years so expect better service and some compensation.