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| - This would be a 5-star if it weren't for the desk rental associate. I am a big fan of National and will reserve a car with them generally without price shopping - I love the Aisle Selection and the booth checkout process, and the higher cost is worth it to not have to check in at a service counter.
On this occasion we were using card rewards points for an "standard" car. Since I am used to Aisle Service - heading straight to the lot to pick a car and checking out at the exit booth - I didn't know if I had to check in at the counter first. I went to the counter to see if they needed to set me up, or if they had an aisle for standard cars that I could select from. The bored-looking counter guy (no other customers to help) was reluctant help by stating I could just head down to the lot to get my car; it was almost like he didn't want to take the effort to check my reservation. After telling him I had a specific car size and was using a reward, he seemed flustered when I asked if he could check my reservation to see if my Emerald membership was on the reservation and if I could "upgrade" to Aisle selection. He then asked my name and said that I had to have an standard car and he would check me in. He never told me if my member # was on the reservation. Then he asked, "Do you want Basic or Premium(?) coverage?" He said nothing else. I told him Basic and he proceeded with more typing and then handing me the rental agreement with $165ish charge on it. (Shame on me, I thought "basic" meant whatever standard coverage came with it and whatever coverage I had, so I wasn't thinking clearly). I told him the rental should be free and asked what the charge is for. He said it was for "basic" insurance coverage. I said I didn't want it, and then he proceeded to hard-sell me on it stating that "everyone" gets it in Arizona because of the "loss of use" charge if the car cannot be rented if damaged. (we had a running joke through our trip about this - I parked on sand, "Loss of use - the tires are dirty!" It rained and there were leaves on the car - "Loss of use!"). He also stated that he assumed I knew what he was talking about and that since everyone gets it - when? at the booth? - that he put it on the agreement. He explained more about my risks and that my insurance usually doesn't pay for loss of use. Okaaay, I still didn't want it, so he finally gave me a new agreement. Again, my fault for not understanding, but his fault for not explaining coverage and assuming "everyone" gets it. The counter service and hard-sell is exactly why I don't rent from other companies.
He told us to head down to the lot and go to the Standard aisle. I asked a lot attendant where the Standard aisle was and the guy said to just choose from the Aisle Service rows (disconnect from the counter guy, but great!) So we did - and this is why I like National - when they have many cars available you can sometimes find better cars in Aisle. We found some compact SUVs and some "standard" cars. We selected one and went on our way. Booth checkout was easy like other places.
Returning the car was easy as usual, no issues.
I was irked enough at the counter guy that he took 2 stars off the review for my otherwise expected level of great service from National.
One last thing - I've never come across a "Loss of Use" clause such that it is an expected extra cost, if it's that serious then make it mandatory. When counter guy told me that it's a state law that they can charge this I could only think of collusion between car repair shops, the state gov't and car rental places or other service companies. But, since it's optional it also made me think that he was picking up on a specific clause that may be typical of all car rentals in most states - so he was selling extra insurance and not protection against National asking for what's rightfully theirs. I understand different states/different laws, but the way the counter guy explained it would be like asking your doctor about your own health insurance. Also, AZ... sheesh.
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