National Car-rentals
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Terrible service
I am an Emerald Club Member since many years and usually traveling twice per year to Manchester. On February 21st I rented a car at the Manchester airport National rental station. When bringing back the car on February 24th I stupidly forgot my 300 Euro Sony earphones in the car. I immediately called the local office the day after and they confirmed to have found the earphone and the item would have been sent out the following day. After more than one week without post, I called the local office again and received as a reply that they are sending out forgotten items only twice per week. Ok, I waited again other 3 weeks without receiving anything. New call, this time the lady is telling me in an annoyed way that they are sending out forgotten items only once per month. On my remark that previously she had told me “every two weeks” her answer was: “We are not responsible of the Items you forget”. From “we are sending them out tomorrow” to “we do not care”! Now I contacted the claims related email address receiving as an answer a lot of apologies and the information that the item was still there and they would send it to me at soonest. This was already on April 8th. Needless to say, after several other emails, today May 23rd I am still waiting for my earphones. They say the item has been sent but cannot provide any tracking code. Terrible service! My mistake to forget my property on one of their cars, but not being able to take care of this in more than 3 months (sending it to me at my own expenses) is sign of a terrible lack of respect for their customers. Definitely, next time I am flying to Manchester, I will rent my car somewhere else. Now I am expecting a reply stating that it’s not their fault and with a lot of useless apologies.