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Business Profile

Auto Rentals and Leasing

Alamo Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Alamo Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alamo Rent A Car has 41 locations, listed below.

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    Customer Complaints Summary

    • 434 total complaints in the last 3 years.
    • 198 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 21 I made reservation to rent a car from Alamo using Expedia (Expedia reservation **************), My family was beginning a roadtrip and our car broke down, the *************** was the only place close where we could rent a car). I completed the booking at 2:16 PM while in the tow truck. We made a 2:30 PM booking and arrived to pick it up around 3:00 PM. I used a debit card to make the booking but Alamo asked for credit card for the deposit as is there policy since we did not have a flight out of the airport. I did not have one in my name but we asked if we could use my wife's. They said no because the booking was under my name. We tried to be creative but Alamo would not agree to any of the ideas and said they would not give us a car. We ended up getting a car from a different agency. I tried cancel the reservation but since it was after 2:30 Expedia would not allow me to without talking to customer support. The ******************** representative told me that since they were refusing to give us the car that there should be no problem getting a refund. I discussed with a ******* representative later that afternoon. They needed permission from Alamo. Alamo was already closed so they needed to wait until next business hours on Monday. On Monday evening I received an email from Expedia stating "Unfortunately, after multiple tries, we weren't able to obtain an approval from the property manager to waive the cancellation fee. This means the current rules and restrictions for your booking apply and a refund can't be granted." It is my understanding that Alamo is not granting a refund after the representative told me they would given the circumstances. As it stands I spent $436.32 on a car rental, was not given the car or a refund. I filed a complaint about ******* as well, but they say it is Alamo that is holding it up.

      Business Response

      Date: 07/09/2025

      Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, and resolved the matter.

      Customer Answer

      Date: 07/11/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ****** ******

    • Initial Complaint

      Date:06/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Early 2025 I made an 80 day rental car reservation with Alamo, on Priceline. I was given a total cost. Upon pickup at **********, **********, I was told I had to bring the car back every 30 days for a check. This is extremely inconvenient! But what is much worse is that I wasnt told that at these checks the contract is re-written! At the first 30 day check there was an increased cost of $360! This is on top of the thousands Im already spending. I think this is very unfair and deceptive. I was given a total cost at booking, and it is not being honored. Thank you.

      Customer Answer

      Date: 06/30/2025

      Greetings, BBB

        Brian from Enterprise/Alamo Car Rental just called.  He was friendly, cooperative and understanding of my position.  The matter has been completely resolved to my satisfaction.

        Thank you very much for your prompt attention and help.

      All best, Patricia Warburton 

      Business Response

      Date: 07/02/2025

      Thank
      you for the opportunity to respond. Management spoke with the customer and
      processed a refund to resolve.

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked and pre-paid for a rental confirmation # ********** that was scheduled for pickup on 6/19/25 at 6:00 am I wanted to change the pick up it didnt give the option to. Only a cancellation option in which I got charged $100 for. I then had to make a new reservation for the correct time on the same date. I would like to get a refund for the $100

      Business Response

      Date: 07/03/2025

      Thank you for the opportunity to respond. Management processed a refund on 7/2/2025 to resolve. 

    • Initial Complaint

      Date:06/26/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******* INTL ARPT 1 **** ***** BOULEVARD RA# ********* I was charged $35.49 for tolls when I didn't use those tolls and I was no where near those tolls locations.June 4 says ***429 2:34pm, ***429 2:25pm, ***429 2:16pm, ***414 2:09PM --- We were at the Disneys Epcot all day June 4. We arrived early around 10am and left late around 10pm. We did not leave the park at any time. We drove from Hilton Grand Vacations *******, ***************************************** to the ***** parking lot directly and directly back. I have photos and ****** photo pass time stamps showing us at the ********** all day and credit card and gift card transactions.June 5 says Veterans Expressway 6-********************** at 1:51pm --- On June 5, we were at *********************** all day from around 9:00AM to around 6:00pm. We did not leave the park at any time between and ****** maps shows this toll is somewhere in *****, ** about 1.5hrs away one way. We drove from Hilton Grand Vacations ******* ***************************************** to the ************** parking lot directly and directly back. Again, I have photos and ****** photo pass time stamps showing us at the ******************* all day and credit card and gift card transactions.May 30 says 95 Express Florida at 8:59pm. --- This shows somewhere in ***** which is 3 hours away from *******, **. --- We arrived at the *********** and picked up the car from ALAMO at *** around 6pm --- We drove directly from *********** to ****************************** ***************************************** using the most direct route. We passed two tolls and stopped at the cash booth and paid $2 cash each time. We arrived at the ********************** and didn't leave for the rest of the night. At 8:59pm we were in our hotel room. June 9 says Veterans Expressway 6-********************** at 12:43pm and 12:08pm. We stayed at the ****************************** at those times.

      Business Response

      Date: 06/27/2025

      Thank you for the opportunity to respond. Management processed a refund to resolve.

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DOS 6/4 ********************* - Alamo rental.Employee name ***** - if he gave me the correct name; but he was the only one at the counter.Bait and swirch or he was pocketing it.Horrible experience! Not even 1 star. I have called 3 x to complainno one called me back. Had a reservation at *** on 6/4. I was there on an emergency visit. My flight was delayed and i arrived ro pick up my rental an hour late, at almost midnight. The gentleman at the counter told me the vehicle i ordered wasn't there and asked if it was ok to give me a standard size car. I said yes. He then proceeded to tell me it was going to cost me $40 more . I said no. Im not paying more. He said he couldn't do anything about the price. I was tired, frustrated. After several back and forth minutes, he asked to check my phone for the timestamp in my reservation ,which was made about 10 hours earlier. SAYING THAT WAS THE ***** WHY MY CAR WAS NOT AVAILABLE. I asked again for him to waive the $40he said he couldn't. I said whatever ill take the car and pay the **** $40 but im going to complain. Its not my fault you don't have the CAR I RESERVED. I have an hour ride from herebut if i had it in me right now, I would go to the next window and rent from them. (the competition.)He looked at me with a smile..handing me my credit card and said because i was going to complain, he couldn't rent me a vehicle. And he didnt! Now, i know why! because Alamo doesnt care. There is no-one who will call you back.i have called them 3 times and left a bad review.only to be directed to the page to call again?You've now lost a customer! My complaint log number is ***********

      Business Response

      Date: 06/27/2025

      Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns to resolve.

    • Initial Complaint

      Date:06/22/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Nov 17, 2024, I booked a rental car with Alamo for pickup on Dec 5 and drop-off on Dec 15 in ***********. I prepaid $732.62 via Apple Pay.When I arrived at Alamo at *************************************** (********, PR *****), I was told I needed a physical credit card. Since I didnt have one for the Apple Pay card, they canceled that reservation and rebooked it using my ***** credit card, charging me $731.40. I was told Id be refunded the original $732.62 within 7 ******* drop-off on Dec 15, I reported the refund never came. I was told the original contract was closed and advised to dispute the charge with *****. I did, but ***** denied it, stating Alamo had issued a refund, which is incorrect.Since then, Ive contacted Alamo at least a dozen times. *** submitted receipts, credit card statements, and was told repeatedly someone would follow up. I also emailed Consumer Collections with no resolution.I paid twice for one rental. Im requesting a full refund of $732.62.

      Business Response

      Date: 06/25/2025

      Thank
      you for the opportunity to respond. Management spoke with the customer, addressed
      their concerns, and will be issuing a refund check to resolve.

      Customer Answer

      Date: 07/03/2025

      They contacted me and said they would send me a check and that I should receive it within 5-10 days. I’m waiting for the check to then close the case. Thank you!  

    • Initial Complaint

      Date:06/22/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car in PHL and paid a total of $30.80, including taxes and fees for a toll device.I picked up the car and toll device on April 22, 2025 and returned both April 27, 2027.I checked my bank account, and I have three additional toll charges;05/21/25 for the amount of $10.19 06/09/25 for the amount of $2.65 06/20/25 for the amount of $6.00 I called customer service today, and they asked for my invoice number. I provided that information, and they were able to pull up the invoice, which showed that I had paid for the device.They stated that I needed to email them a screenshot of the invoice so I could be refunded.I asked why it was necessary if they were able to see I paid, but I was not provided with a straight answer. I was told I needed to provide the screenshot to get a refund. The customer service **** was hard to understand. I requested to speak with a supervisor and was told my Rose (customer service ****) that there were no supervisors available. I then requested for a supervisor to call me, Rosee did not want to accept my request. I asked if she was refusing to transfer me to a supervisor and/or have a supervisor call me. She would not answer and proceeded to tell me that supervisors do not take or make calls.

      Business Response

      Date: 06/25/2025

      Thank you for the opportunity to respond to the complaint.
      Management has reached to the customer but has been unsuccessful establishing
      contact. Management left voicemails as they intend to speak with the customer
      directly.

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The below pdf should explain what the problem is with Alamo. Basically, I had a flat tire on the Van I rented from Alamo on June 6th. The vehicle had to be towed from ********* to ********, to fix the flat tire. Alamo didn't arrange a new rental car, as they said they would. I had to rent a new vehicle from Enterprise in ********, **. I was charged $1364.08 to rent this van from Monday evening to Friday afternoon. Then I noted on my Credit Card Statement that Alamo had charged me for the entire week in the amount of $454.69. Yet I only had the Alamo vehicle from Friday, June 6th, at 2:33pm to Monday, June 9th at 12:48pm, when the ****** Towing out of ********, ****** towed the vehicle. Alamo is charging us until the Van was returned to Alamo at ***, which was on Thursday, June 12th at 12:36pm. I had no control when the Van was returned to ***, as the Van hadn't been in my possession, since Monday, June 9th. And the Van had 540 miles on it, which when the Van was in my possession, I put less than 200 miles on it. I want my Bill pro-rated, so that I'm only paying for the two days I had it, instead of the entire week.

      Business Response

      Date: 06/23/2025

      Thank
      you for the opportunity to respond. Here is the response from our local
      management team; “Our Management Team reached out to the customer and sent a
      follow up email. We issued a refund to the Customer on 6.19.2025. We can be
      reached at our rental office at 503-460-2310, for further discussion.”

    • Initial Complaint

      Date:06/17/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Booking is under my partner, ***** Stones, confirmation number **********. My partner and I are moving to ********* on July 1st. We booked a flight to ******* and were going to drive from ******** to *********. We made this very clear when we made the original booking back in April where we had a 30 minute phone call in which it was clear and agreed on the car was to picked up in *************** on the 24th of June and returned to ***************** on July 1st. This is where we were first misled to as our booking confirmation said return to calagary which was not agreed upon. We have since attempted over 10 times to resolve this with Alamo and now are being ignored despite promises being made. We have trialled there booking line, customer service line, complaints line (several times), email, online forum, live chat and even linked in! We are so stressed as were moving country and now have no way to get from ******** to ********* have paid accommodation and all other car rentals now cost extortionate prices as date is coming close. The attempted resolutions from Alamo are unsatisfactory and further misled- see below mixed messages from different staff. No follow through on resolving complaints either- such as adding a note to booking to return to ********* ( which gives no security and unsatisfactory- didnt do it anyhow!). Were now told a one way booking is not possible and another person said it is. Someone pretended they dont know what a boss or supervisor was. One person said oh you can return it to winnepeg instead which is ridiculous. Then they said theyd pull the phone call and give us a coupon which also never happened. I need support in resolving this as I cant get them to resolve this or escalate it appropriately they keep passing me on and not following through on actions they promise - I need the one way rental or expect Alamo to pay the difference in cost with another company. They can pull calls from ******************, ****************

      Customer Answer

      Date: 06/18/2025

      Rental agreement number is 1788786813 and booking is under ***** Stones

      Business Response

      Date: 07/02/2025

      Thank you for the opportunity to respond to the complaint. Management resolved this matter with the customer directly.

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Alamo Rent A Car (corporate) billed me for fees related to a rental vehicle accident that occurred in ************* on September 27, 2024, including a $150 administrative fee and $645.38 in loss of use charges (Invoice #**********, Claim #********, Unit #7WY46M).I have made multiple attempts to request documentation (rental agreement, billing statement, and fleet utilization log) via the contact email provided on the invoice. I have received no response.Without this documentation, I cannot properly resolve the bill or submit it to my credit card insurance for reimbursement. Alamos refusal to respond is preventing me from resolving this debt.I am requesting that Alamo immediately provide the requested documentation and respond to customer service emails in a timely manner.

      Business Response

      Date: 06/26/2025

      Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

      Business Response

      Date: 06/28/2025

      Thank you for the opportunity to respond. A response is attached.

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