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| - The experience at Sky Harbor was great. I picked up my car and was on my way in no time. My problem came later on when the car was disabled by a rock on the highway in the middle of nowhere in Arizona.
National's Roadside Assistance was a disaster. I stood on the side of the highway on phone hold for over half an hour waiting for a Representative to pick up. Then, she was unable to come up with a solution. After the car was towed off the highway (my cost) I called back, waited on hold again for 34+ minutes, and got another Rep who also couldn't sort things out and suggested I call the renting agency (Sky Harbor). I did and they knew exactly what to do - order a tow switch. I passed this on to the Rep, who finally started things the wheels in motion. They had a new car towed in to replace the dead one. It arrived at 1:30 in the morning!
Basically, a frustrating day wasted. I give high marks to the staff at Sky Harbor, but the lowest marks possible for National's roadside assistance/customer handling processes. No one seemed to know what to do, no one had my rental record in front of them, the first Rep apparently did not post my original call/problem, and no one seemed to know what they were authorized to do. Totally unprofessional!
I've rented with National for years. I am an Emerald Club member. I've never had a problem with them before, but I've never had an emergency situation with them. They were woefully unprepared to meet a crisis, and I am very dissatisfied. I doubt I will rent from them in the future.
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