National Car Rental - London Heathrow Airport

I used to work for Enterprise in the States and have been renting from Enterprise/National since 2007. This is the first time I've really bed disappointed in the service I received. The young lady advised that there was a special of £10/day to upgrade me to the A class Mercedes since I was an Emerald Club member. The Mercedes was dirty and had a decent amount of collision damage. But I wasn't in London to impress anyone. At the end of the rental period, they charged me £20/ day for the upgrade and my final bill was double what I was quoted on my reservation. I realize I bought gas and the liability protection, but when I asked for an explanation, I was just given my bill and advised all the charges were on it. If I have the opportunity to travel to Heathrow again, I will rent from elsewhere.

Rented a car here and was never informed that I would need to purchase permits to drive in London. Rented a car in London…never told I couldn’t drive it in London. Additionally, instead of offering me a chance to purchase them or even pointing me in the right direction, I was not only hit with fines by the city ($250) - but they added two $40 “administrative fees” for good measure. Been a National user a long time. Never again.

Excellent service on return of my one-way hire from Bristol. I was met by Gee who sorted the paperwork very efficiently and made sure I got on the transfer bus which was about to leave. Excellent service all round. The driver was also very polite and considerate.

To give this place one star is being overly generous. The staff here are utterly useless and lazy. Took the agent 45 minutes to get to me after a long 10 hour flight back to the UK. There were hardly 3 customers in line yet the agent took 30 minutes with a previous customer where she was chatting and laughing rather then deal with the customer professionally and efficiently to move on to the next customer. Walked inside to ask for assistance where there were 3 agents behind the counter just standing there refusing to help anyone in line. As an Emerald Club member I am completely appalled at this poor level of service. Reconsider this location for car rental.

I rent from National nearly every week in the US. This location was a far different experience. Lots of workers, none of whom seem to know what they are doing. Manager “Big Mike” is rude and unhelpful. I picked up a car and it had 3/4 tank of fuel. I let the person checking me out as well as the lady at the gate know and they said no problem take a photo and return at that level. I did exactly that and when I returned was charged £60 for refueling. When I called to inquire about this, “Big Mike” acted like I was going to put the entire Enterprise / National company out of business. He said, “all of our vehicles leave with a full tank” and when I let him know I have a photo of the pickup fuel level and could email him he piped down. Still working through a billing issue that nobody there seems to be able to correct. Also the car was very sketchy. Very high mileage, filthy, smelled of smoke and pulled hard to the right my entire journey. Disappointing to say the least.

Had a great experience renting from National/Enterprise at Heathrow. There was hardly any wait when I arrived and the customer service was top notch. I had to replace the car due to alignment issues and it was done very easily. Professional staff. Will definitely rent again when I get a chance.

Everyone was very nice, our associates, Niru and Deion were very helpful. Company was actually Enterprise, so I'm not sure if I'm leaving a review at the appropriate place. We rented a month ago for a few nights when travelling from the US.

Terrible experience. I am second time picking up a car at this location. Second time a huuuge line. Three staffers are staying together with tablets, just one is working, then one left and the rest two went together to show a car to a customer... They definitely can't arrange their work to provide a good service.

Wonderful customer service - twice! Aida and Maddie very professionally settled us into our first car. After picking up another couple at Heathrow, we realized we needed a bigger car. We returned to the National rental lot, and this time Nikaya and Jason could not have been more helpful. They gave us a choice of two larger cars and helped us load the one we chose so we could get on our way.We used to rent from various companies, but it’s service like we got at Heathrow that has made us National customers for life!