We were late, but the attendant patiently explained everything to us. He was very friendly, told us how to return the car, printed the return contact information, and even upgraded us to an automatic for free.
I rented a Renault Austral SUV. I've rented cars in many countries including the USA, UK, Ireland, Turkey, Canada, and New Zealand, but the service from National in Marseille is the best, without a doubt!
I've encountered issues with National twice now. The first time, they deducted €25 shortly after I returned the car, supposedly for processing a fine. They took the fee but never provided any service. It's been a year and I still haven't received any fine, so I'm not sure if it even exists. I've tried reaching out multiple times but no luck. The staff's attitude completely changes from before to after you rent the car. If there's a fine, why not show some proof? Don't tell me it's impossible to get it; companies like AVIS manage to do it.
This time, they used various sales tactics to push insurance, even threatening that not buying their insurance would risk a €2500 charge. On the platform, it said the payment at the counter would be €150, but at the store, the staff insisted on their own invoice showing €225, ignoring the platform's agreement. Adding a €250 deposit, they wanted a total of €500 withheld. After explaining, the staff confirmed €150 over the phone but refused to adjust the contract, promising to correct it later. I naively trusted that, but when returning the car in another city, they only honored the contract’s €225. Four days later, they deducted €225. Again, deceived.
I'm not targeting any specific rental location or staff; it's the entire company's ethos that's problematic. Everyone I encountered, including online support, displayed the same pattern: courteous before renting, terrible after. Their strategy is to extort more money under a friendly facade.
Negative review. After picking up the car, I found that the fuel tank was only about 2/3 full. I called customer service, and they told me that as long as the gas level was around 2/3 when returning the car, it would be fine.
When returning the car, I informed the staff about the situation, and they seemed to understand at the time. However, my credit card was still charged an additional few hundred HKD. Customer service did not follow up on my inquiries or complaints.
The staff of the company provided very attentive service. When we picked up the car in Paris, the staff helped us drive the car from the basement to the ground level. When we changed cars in Strasbourg, the staff also assisted by driving the car from the underground parking to their office entrance.
About QEEQ:10.0/10
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