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September 2023 by Paul B.
Not at all happy with fuel charge. The last 2 times I have rented from national in LA and saint Augustine I was given the option to return full or empty period this time there was no gate or exit stop at which I was asked to do this period I returned the car full as I normally do but received an invoice for the full amount come A71 dollars and 45 cents period I called immediately from the Airport, as soon as I saw the receipt, and spoke with a very nice young woman who said at best national could refund half of this, which was $39.20 with fees and taxes period she told me she was going to leave me a call reference number but Connect to me directly to the survey instead . I'm not sure what to do next time except try to discuss this at the booth outside as I first pick up the car period I never selected a return empty option when I rented the car either so this was just applied to the rental period typically I do not do this and this is very frustrating to be out this degree of money for gas, as I return the car full, as I had taken it out. It in my experience over the many years I have rented exclusively with national and/or enterprise has always been my choice, and if this is the situation I'm not sure I want to continue renting with national, any longer . Of note those 2 Rentals from saint Augustine and Los Angeles were in the last 2 months . It is very frustrating I guess it is different at every airport but I should be informed about this choice and allowed to select rather than simply being assigned and returning the car full, and losing an entire Gas charge as well as filling the tank, therefore I paid double, for the gas in the vehicle . I would like to speak with someone else from nastronomy 4 closing on this issue period I've always been happy with service before but this is extremely frustrating, I've just paid about a $140 to fill a small fuel tank, basically.
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August 2023 by Don Nolting
We had an issue with a piece of metal or plastic wedged into a tire sidewall. This location exchanged our rental for another vehicle with no issues.
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August 2023 by Google user
Had an amazing experience with National Car Rental at the Rochester, NY airport. When I returned my car, Joe was more than friendly and extremely helpful. Great customer service!
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July 2023 by Michael Rybicki
Had an amazing experience with National Car Rental at the Rochester, NY airport. When I returned my car, Joe was more than friendly and extremely helpful. Great customer service!
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June 2023 by Ankit K
Smoothest check in and check out. They didn't have the type of car I had booked so I got an upgrade (I was worried about parking a big suv in a new city, but it worked out). The return was smooth too.
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May 2023 by Greg Minchak
Renting through National at Rochester was very easy as there was no line and the woman working the counter was knowledgeable and accommodating. The area manager is always available if I have run into issues in the past and they are very willing to help. I now go to this branch over any affiliated branches in my area, even though this is out of the way
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April 2023 by Jordan Welling
At the airport rochester ny, very fast to get car already had a reservation, presented options for which vehicle I would like abd was very professional
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November 2022 by Stuff With Kirby
Car reeked of weed. Easy location to get to from terminal. No emerald lane though.
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September 2022 by Chris Lawson
I left my phone in a rental vehicle. For almost a week, I made multiple attempts to contact ANYONE from National who might be able to help me figure out how to get it back, but did not hear anything and eventually replace the phone. When I came back to Rochester, they had the phone in the rental office the whole time, but nobody ever bothered to respond to my emails or calls. Literally would have taken just a few seconds to clear up, but National and the employees didn't care enough to handle it.Then today, I went to rent a vehicle and was specifically told there were no rental vehicles available. I pulled up my travel app, and was able to instantly make a reservation for a vehicle. Why would they lie about this? They simply lied about not having vehicles for rent, and I don't understand what the motivation would be for that. To be told I couldn't have a vehicle one second, then only a few seconds later be rented one like nothing happened, is extremely odd.I'm only using National because it's the company used by my employer, but I suggest to anyone that has options to consider other choices.
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August 2022 by colossus of rhodes
there was a incorrect quote plus an added fuel service charge on my car rental. all it took was a quick call to jessenia at customer service and my rates were adjusted CORRECTLY for the sporty car and the fuel service charge removed. quick, painless and short wait times for a live agent.this is why i LOVE national.... please keep up the good work...!!!
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September 2021 by k b
I must agree with the Water Lover review of 2 months prior. Customer Service at this location is seriously lacking.Arrived to pick up a vehicle at 8:40am on a Friday morning - lights were on but there as no one around. Went across the street to the lot office - dark.Went back inside and inquired of the people working the Enterprise booth adjacent to National - they replied that they hadn't seen them but that they might be out in the lot office (which was dark).Went back out to the lot office and asked the Enterprsie personnel in their lot office if they had seen the National personnel - they indicated 'no' and they would help fill the reservation but could not issue the vehicle reserved as they did not have all keys.Bottom line - this National location team is seriously lacking in any Customer Service.To top it off - called the location to extend the rental. Never answered the phone ....Rent from someone else as this National office stinks (and I am Executive Elite).
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July 2021 by Lissa G.
Returning the car was perhaps the easiest thing ever! We drove into a spot, a customer service rep came out, took the keys, asked us if an email receipt was sufficient, thanked us, and we were done! Since we pretty much bought all the insurance and they didn't need to check the gas, that really helped speed up the process. Actually getting the car was another story. The sign inside the airport said to go outside to the booth. No one was at the booth. After waiting a while, someone from the Enterprise booth said that the person working the National booth was on lunch so we should go inside and wait in line at the Enterprise counter to get our car. Of course, the one with the line! Then that guy told us to go outside! After explaining that we did, he went through the paperwork to get us our car and then told us to go to the Enterprise booth outside to actually get the keys. Then we had to wait for someone to get the keys from the National Booth. It was a bit of a mess! Car was good and everyone was nice.
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July 2021 by Water Lover
Some gave this place a 5 star review bases on the physical setup of the airport. Yes, they are across the walk way much like any regional airport. Nothing special.This locations customer service is horrible. Try and call the 833 number and speak. You will not get through.This review is not going to stop someone from renting a car nor is it intended to do so - rather, prep you from when something goes wrong.
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April 2021 by Jose Rivera
Worst experience ever with this company as a first time customer! I had paid in advance through Priceline and thought i had scored a great deal until i showed up to pick up the vehicle. Gave my drivers license and credit card to the agent at the counter and told her i had already paid in advance but she immediately told me i needed to pay an extra $300.00 i was shocked and asked her why and she simply told me it was a new policy and didn't explain any further, i told her you want an extra $300 bucks to hold as if i'm trying to rent the car with a debit card? I couldn't pay using my credit card again since i have a credit limit and of course didn't go through. So i asked her if i can pay the rest with my debit card and simply said no. This agent was simply a cold hearted individual from the beginning to the end showing no emotions and didn't at least offer any other options. My plans to be with my son for his birthday were ruined thanks to NATIONAL CAR RENTAL a company i thought i could count on!
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August 2020 by Ajay Vekaria
Fantastic easy and error proof booking and staff are extremely customer focused. I loved the car and the rates.Only improvements I see is you please ensure inside of the car is super clean. it makes a huge difference and thin line to tick customer off. Thank youAjay