TL:DR National Rental Car's customer service as a whole is terrible, mostly due to the fact that they have no system in place to contact employees at their locations. This issue makes it difficult for even the most simple of issues to be resolved.
The hours of the Bloomington location leave much to be desired, as you may already see based on these reviews. Working around these limitations, I got a ride to the airport on Saturday to pick a car up. My initial plan was to return the car on Friday during business hours, then get a shuttle ride to the airport ride Saturday morning, but the person at the counter informed me of their "Night Drop" system and I decided to give it a shot. I dropped the car off at 7a.m., filled out the paperwork, dropped the keys, and boarded my flight. Later that day, I found the app showed my car had not been returned. I called the customer service line to get a National call center, where I was told they would leave a note for the front desk informing them that I had already returned the car. Next day, I call again and they tell me they will do the same thing, although it still has not been resolved in my app. Dissatisfied still, I decided to give them one more shot and call a different number, the one they list on Google for the location this time. Again, I get a call center. This time instead of having them look it up by reservation number and name, I give them the VIN number to the vehicle. The person confirmed that not only has my rental not been listed as "returned", THEY ALREADY RENTED IT OUT TO SOMEBODY ELSE! They again told me they would leave a note on my account and get this resolved. I pressed the issue and asked if I could speak with someone at the Bloomington location, and after some back and forth it became clear to me there was no way in hell I was going to get transferred to a person at the rental desk, who could easily resolve this issue. Not only can I not talk to someone at the counter, nobody at the call center had the ability to correct the obvious issue either, so again there is a note on my account to fix it. . . .
This isn't my first problem with National, I had a similar issue at Chicago-Midway airport where I was promised by the call center that they had my flight information and I had no reason to worry about them not staying late to make sure I could get a car that night, even though my flight was coming in after closing. Again, with this issue I was unable, after many negotiation, to speak with someone at the physical location.
Problem is, I like National when things go right. The Emerald pickup is great, but the customer service is total trash. Issues could be easily resolved by staffing the counters with enough people to answer phones at the physical locations. The inability to reach the "boots on the ground" makes it impossible to solve the simplest of issue. A note to people reading this review that is worth noting: The parent company that owns National also owns Alamo and Enterprise, I would highly recommend avoiding all three of these companies. ~P
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