National Car Rental (Travel)
Specific Location: Denver, CO
What made the customer service so wonderfully great:
• Response to problem/issue
Synopsis:
I rented a mid-sized SUV through your Emerald Club program on a Thursday morning. The vehicle had an unusual smell – nothing too bad, but it was definitely pungent enough to catch your attention. When I noticed the odor, my luggage was already loaded in the back, so I decided to “deal with it.”
It was more than 24 hours later, when I was taking some friends back to the airport to pick up their own rental car, that the source of the smell was discovered. Someone had gotten sick on the back of the passenger-side seat.
My friends encouraged me to take the car back to National. Even though I was pressed for time and, strangely enough, used to the aroma, I decided to take their advice.
I pulled into the Return Car area, and flagged down the first National employee that I saw. (I didn’t catch the gentlemen’s name – which I hate – but he’s the one that took my expectations and proceeded to crush them.)
I simply asked him if I could have the “problem” cleaned up – maybe a little squirt of air freshener. I also told him that didn’t have a lot of time.
He said: “Get in the backseat. I’m driving.” (My wife was sitting in the passenger seat, a little confused at this point.)
He put the vehicle in reverse, jumped the curb, dodged the National/Alamo buses, and headed straight to the Emerald Club lot. “Pick the one you want,” he said. (Whether he knew I was an Emerald Club Member or not is irrelevant to me. I will say this…he didn’t ask.)
After picking out a much nicer vehicle (based on his encouragement and recommendation), he backed right up to it, allowing me to move my luggage all of eight feet.
He told me what to tell the gentleman at the check-out booth, and I was off.
From the time I asked this gentlmen if someone could clean up a little vomit, to the time I was driving off the lot in a VERY nice SUV, it was less than five minutes.
My expectations were shattered.
I rented a mid-sized SUV through your Emerald Club program on a Thursday morning. The vehicle had an unusual smell – nothing too bad, but it was definitely pungent enough to catch your attention. When I noticed the odor, my luggage was already loaded in the back, so I decided to “deal with it.”
It was more than 24 hours later, when I was taking some friends back to the airport to pick up their own rental car, that the source of the smell was discovered. Someone had gotten sick on the back of the passenger-side seat.
My friends encouraged me to take the car back to National. Even though I was pressed for time and, strangely enough, used to the aroma, I decided to take their advice.
I pulled into the Return Car area, and flagged down the first National employee that I saw. (I didn’t catch the gentlemen’s name – which I hate – but he’s the one that took my expectations and proceeded to crush them.)
I simply asked him if I could have the “problem” cleaned up – maybe a little squirt of air freshener. I also told him that didn’t have a lot of time.
He said: “Get in the backseat. I’m driving.” (My wife was sitting in the passenger seat, a little confused at this point.)
He put the vehicle in reverse, jumped the curb, dodged the National/Alamo buses, and headed straight to the Emerald Club lot. “Pick the one you want,” he said. (Whether he knew I was an Emerald Club Member or not is irrelevant to me. I will say this…he didn’t ask.)
After picking out a much nicer vehicle (based on his encouragement and recommendation), he backed right up to it, allowing me to move my luggage all of eight feet.
He told me what to tell the gentleman at the check-out booth, and I was off.
From the time I asked this gentlmen if someone could clean up a little vomit, to the time I was driving off the lot in a VERY nice SUV, it was less than five minutes.
My expectations were shattered.
RECOMMENDATIONS:
• I will definitely be a return customer
• I will definitely be a return customer
• I will tell my friends & family about this positive experience
• I will write a letter to the corporate office
NAME: D. Myers
I vow that I did NOT receive any additional goods and/or services for this positive customer service review. DM (initial indicates ‘yes’ response)
NAME: D. Myers
I vow that I did NOT receive any additional goods and/or services for this positive customer service review. DM (initial indicates ‘yes’ response)
