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  • I have been an Emerald Club member for years and have never experienced an issue with National before but there is always a first time and this was it. I arrived at the Rental Car Center and went right to the Emerald Aisle to select my mid-size car that had been reserved a week earlier. There were no mid-size cars at the Emerald Aisle. In fact, they only had 2 Hyundai Accents (VERY small cars) or SUVs and mini-vans. I hate driving those big, oversized vehicles so I took the Accent. At the exit booth, I remarked to the attendant I had reserved a mid-size car and this was all I could get. He said something about Tuesdays being a difficult day to rent cars on. I then had a Seinfeld moment asking why, when I had reserved a mid-size car, I had to accept an economy car. I asked why a mid-size car was not available when that is what had been reserved a week earlier. He did not have an answer but did wish me a good stay in Cleveland. Well, that made my day so much better. When I returned the car 3 days later, no mention was made by the attendant checking out the car about my being charged for a mid-size but having to settle for an economy car. I asked about it and he didn't have an answer. He said I would need to discuss it at the counter. I needed to get back to the terminal to catch my flight so I figured I would call customer service when I got home and take care of it. I called yesterday and the customer service person was caring and apologetic. She said I should not have been charged the mid-size rate when I drove off the lot in an Accent. She told me I would receive a $78 credit to my card and would immediately email me a new invoice showing the credit. I thanked her for taking care of the situation. That was at 3:00 Saturday afternoon. At 8:30 Sunday morning I was still waiting for that email that was promised immediately Saturday afternoon. I called again and went through the story for a second time. I was told that she had no idea why it wasn't taken care of and would do so. She said I had a $78 credit and would immediately email a copy showing the credit applied to my card. I did receive an email a couple of minutes later. I downloaded the invoice and looked at it. There was no credit applied. I now called National a third time. I was then told the credit was indeed applied and she would send an email with the proper invoice. That came through and I saw the credit had indeed been applied. I will be checking my card online daily to make sure the credit actually makes it there. This entire episode made me think about that Seinfeld show. At least I got a car. It wasn't what I reserved, but I got something. I found myself asking why should I bother making a reservation if the rental company is going to give away cars essentially on a first come first served basis. Shouldn't any and every agency check nightly to see the next day's reservations and make sure the proper cars are available for their customers? It just doesn't seem right that an Emerald Club member should not receive the car they reserved because a bunch of people showed up at the counter without a reservation and took the cars off the lot.
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