DO NOT RENT FROM THIS PLACE. They will send you a bill for damages you did not do to your rental car. I've rented multiple rental cars and have never had such a negative experience. AVOID AT ALL COSTS AND TAKE MULTIPLE PICTURES AND VIDEOS AT DROP OFF AND PICK UP because they are fraudulent thieves. read more

Horrible Customer Service! We use National at every airport and this Durango location is the worst from a customer service prospective! No one is ever at the National counter so you have to deal with the Hertz counter. My husband left his laptop in the back of our rental car and we called 1 hour after we dropped the car. Dee refused to transfer us to the line guys or the manager. She said everyone was too busy to help! My husband was already on a plane back to the airport and Dee wouldn't tell us where to go or who to talk to. She just wanted us to file a ticket for a lost item with the 800 number. DEE was AWFUL! She was so rude and not helpful at all! National and Hertz needs to make better hires and address the customer service at this location! read more

This is silly. In this day and age when seemingly every airport has an Emerald Club aisle, these guys don't and it takes them literally 10 min per person to get through their speil. If you have 5 people in front of you and only 45 min to get to Durango for a meeting (like I did) which is supposed to only be 20 minutes away, you're pretty much out of luck. If they ever get an emerald club aisle, it'll be worth the premium to rent with national. Until then, I suggest going with someone else. read more

My one star has nothing to do with the car. It was fine. Be advised that if you rent from them, you should have them look at the car with you. After returning the car (again, they did not look at it upon return) we got a phone call saying the driver's mirror was damaged and they were going to file an insurance claim. This was a shock to us, and the counter guy was not willing to help us in getting a photo of this damage, other than giving us a phone number to call, saying "that's not how we do things." read more

I landed in the late evening (maybe 8pm) at Durango. They had one person manning I think the entire rental car department. I waited for 10 minutes without seeing someone, then a person came out and didn't acknowledge me just walked away to do something else. He came back and helped a guy who had come AFTER me, who didn't even have a reservation. I am Emerald Club - I am supposed to be able to grab and go, but not here. The return went a little more smoothly, as they had more staff on hand to assist customers. The cars are reasonably close to the terminal, so you don't have to walk too far to get your car. National, I don't expect super stellar service when I fly late into a really small airport, but come on. I expect basic common courtesy from your staff at the very least. read more

So I used to be a National Emerald Club member, but switched over to Avis with a new company. Recently my company switched their "preferred provider" to National... I figured I've give them one shot to remind me of how I used to love being an Emerald Club member. We'll, because of the amazing customer service (Chuck Wysiac) and an overall phenomenal experience, my days with Avis are over. If National ran their North American business model half as good as Chuck runs Durango, they'd leave Hertz, Avis and Enterprise in the dust. read more

I was a Hertz and Enterprise person until I had experiences where I made reservations only to show up with no cars available. This National has amazing customer service, well dressed employees, and cars actually reserved! This branch made it easy peasy lemon squeezy. Keep it up, National and I am yours! read more

They couldn't have been nicer! The lady at the counter knew that I needed 4wheel drive but she took the time to save me both a 4wheel minivan and a 4WHEEL HUGE TRUCK. I took the truck and thank goodness (my friend's ranch has some gnarly roads). read more

I rented a car in Albuquerque, drove to Durango to spend a few days. The car had a message that the right front tire was low. After pulling over (45 miles from Durango), the right rear tire was flat. After changing that, still had the message about the right front. So, as far as I knew, I had two tire problems. I was told by Roadside Assistance that exchanging the car would not be a problem, but they called the office 3 times with no answer. I also called, but did not get an answer, even though stated office hours are 8am to 1130pm. The next morning, I called 5 different times before Danielle answered at 1017. I told her my problems and that I would be more comfortable with an exchange vehicle, but that I needed to get my problem fixed. She said she would look into it. I called back at 230 because I hadn't heard from her. She told me that her tire person couldn't have a tire until the next day, but she would have an exchange vehicle by 500 pm. She did not call me by 5, so I called the location back. Nathan answered the phone, and didn't know what I was talking about when I asked if he had a car for me, saying only that there a post-it note with my name and number. I explained the situation to him, he said he would look into it and call me back within 30 minutes. It was almost an hour, but he did call me to say that he would have an exchange, and he would have it cleaned and call me when it was ready. Two hours later, at almost 8 pm, I had not heard from Nathan, so I called the office, with no answer. I called a couple more times that evening, and never got an answer. In total, I called 17 times, and only 3 were answered. I was told by Danielle, the manager, and Nathan that they would have an exchange car for me, which never happened. I have tried to relay this info to the National Corporate Office several times and in different ways, but it seems to fall on deaf ears. I guess renting from National is a pleasurable experience, and your business is appreciated, until there is a problem. Then you are on your own. read more

The woman at National was very nice and friendly. She was also very accommodating. I am a nursing mother (traveling without my baby for work) and asked her where she recommended in the airport that might be private enough for me to pump. I told her I would use the restroom if I had to, but just wanted to check if there might be another place available and she offered her enclosed office space to me. Talk about going above and beyond! I could not be more appreciative of her helping to make my trip go smoothly. Great customer service! read more

Had a great experience. Good car, good service with a big smile. Agent offered to hold my keys for an hour to see if I got on standby so if I did not I could get car and go into town. Really good job!! read more

Thanks for your response. After my 3rd phone call to your Farmington location, the matter was finally resolved by Beth on Dec 1. Appears the disconnect was actually a training issue with your staff. I understand that errors do occur but the level of your customer service resolution reflects the commitment of any company. Including your 800 customer service number (ref #23725931)and also a call (did not answer) to your Durango location, I had to make a total of 5 phone calls before this matter was resolved. It's quite unfortunate because I probably will not use National in the future, in spite of the excellent customer service on the front end of this rental. read more

When I went to return my vehicle no one was at the desk to check my car in. Left my keys in the key drop box and filled out the proper paperwork. The company overcharged me $110 for an additional day because the car was not checked in by staff until 2 pm, almost 6 hours after I dropped off the car. It has taken over a month to finally get the refund process started after multiple calls to the direct offices as well as the 800 number. After I called the 800 number, they said they would resolve the issue and no refund was processed. Two weeks later I called the Durango office and left a message asking a manager to call me with no response. After another thirty minutes on the phone with their 800 number the refund was finally processed. The actual refund is going to take another several weeks to go through on my card. The experience with National Car Rental is hands down the worst customer experience I have ever had. read more