Complaints

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

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  Alamo Rent A Car

  600 Corporate Park Dr. Saint Louis, MO 63105

• 

  Alamo Rent A Car - Serving Oregon

  9115 NE Airport Way Portland, OR 97220-1352

• 

  Alamo Rent A Car - Serving Oregon

  28801 Douglas Dr Ste 7 Eugene, OR 97402-9528

• 

  Alamo Rent A Car - Serving Alaska

  6450 Airport Way Fairbanks, AK 99709-4409

• 

  Alamo Rent A Car - Serving Alaska

  1873 Shell Simmons Dr Ste 104 Juneau, AK 99801-7001

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.

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Rented a Premium Pick-up (Dodge Ram) from 2/12/25 to 2/22/25 out of the ***************** location and am still waiting for Alamo to return the $500 deductible that I was charged, as they claimed I damaged the roof of this vehicle.The damage was pre-existing, but Alamo had no record of this, so it was turned over to their investigation unit on 2/22/25 when I returned the vehicle. I was told I would hear from someone within 7 business days. After two full weeks, I had to call Alamo to get some answers, as I never received the communication I was promised. On this call, I was told that upon the investigation, it was determined that the damage was indeed pre-existing, they would not be pursuing me for damages, and I would be getting the $500 deductible returned to me.A few weeks went by, and as of late-March 2025, I still had not received the refund. I called Alamo again and spoke to the recovery department where I was told that there is no way to speed up this process, and the refund is "stuck in the billing department," but should be processed soon.Another month passed, and I still had not received the refund. I called Alamo again on 5/7/25 and spoke with someone who was very apologetic about the situation, and was told he was expediting the refund through their corporate office, and that it would be issued within 48 hours. It is now 5/16/25, and I still have not received my ********* has been well over two months since Alamo determined I was not responsible nor liable for the damage to this vehicle, but I am still waiting to be credited the $500 deductible. This process is absurd.

  Business Response

  Date: 05/22/2025

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

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I have verified that the $500 credit was issued to the credit card used for the vehicle rental.
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date: March 13, 2025 Location: Alamo Rent a Car, ******************* - ***********, ** On Wednesday, March 13th my husband and I returned a rental vehicle to Alamo in which had minor damage from a vehicle accident. We did not dispute this and notified them during the return process. During the settlement, we reached out to our credit card company to see if we could get coverage through them for the damages to the vehicle since the car was rented using our credit card. We were told that our car insurance company had worked with Alamo to have the Damage Administrative Fee of $250 removed, so we'd only have to pay for the vehicle damage. Unfortunately the local branch office also charged us an Admin Damage Fee without notifying us that they'd be charging us, and the Accident Claims team cannot refund the fee because it was made by the local branch who operates separately. The Alamo ************************** said that it's not normal policy for a local branch to charge an Admin Damage Fee as that's normally handled through the claim. Alamo Corporate sent communication to the local branch a week ago to contact us for a refund. We've also tried calling their location directly multiple times to which the phone rings for approximately 3-5 minutes before hanging up. While Alamo Corporate claims team has been great to work with, this local branch issue has been a nightmare.

  Business Response

  Date: 05/29/2025

  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.

  Customer Answer

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 April 21 through April 24, I rented a car in ********, **. We returned the car at 9:00 am on April 24 and flew out of the ******************************. The vehicle was checked in via attendant in the parking garage. He said they would email the receipt. About a week later, I received a text asking when I was planning to return the vehicle. Since then, I have contacted Alamo on confirmation number ********** and their system continues to show the vehicle in my possession. I have escalated the issue with them (#********) numerous times with the response "a district manager will contact you". I have not received any calls from them. Every time I call, the file remains the same, "do you still have the vehicle?". I cannot get resolution from Alamo and they will not escalate my file to anyone who can make a decision. I am asking the BBB to get Alamo to review this case, close the file, and send me a receipt.

  Business Response

  Date: 05/13/2025

  Thank you for the opportunity to respond. Management reached out the customer,addressed their concerns, and processed a refund to resolve.

  Customer Answer

  Date: 05/16/2025

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

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Jeep wrangle from 3/26/25-3/31/25 On 3/27 I had to take 3hrs out of my **** day to drive back to FLL to exchng a faults Jeep. 3/31/25, returning the Jeep to FLL, **** stated that he would give me a refund due to the issue I had w/ having to exchange a faulty Jeep. He told me he would take 50% off my bill,total bill was $548.75 I called cust service days later as I still had not seen a pending refund on my CC. I was told it would be handled & someone would get back w/ **** received no call back, no email.4-9-25 Sent cust service an email.Spoke to Raven at ************, twice, she assured me I would be receiving a refund in the amount of $326.20!4-11-25 Emailed cust serv, still no refund.4-13-25 Rec email from Kamden Turnbullhe confirmed I was due a refund, there were errors in the ********** should expect to hear back from him in 24 to 48 hours I HAVE NEVER HEARD BACK FROM *******4-15-25 Called cust service, spoke to *******, he was very rude, cut me off, & trans me to the esc. **** I spoke w/ ***** at the esc **** . assured me that she would get it handled & **** my info to corporate, someone to get a hold of me, she also stated that due to all the issues I have had w/ this company, SHE WOULD REQUEST A FULL REFUND, & she would be sending a msg to her tech team.4-23-25 Called cust serv, spoke w/ ******** in esc. ****, she assured me that this would be taken care of soon & that it takes 7-10 **** days to process . She assured me that it was processed on.4-10-25 in the amount is $326.20 I reminded her that per my discussion w/ ***** at the esc **** on 4-15-25, that I should be receiving a refund info in the amount of $548.75 She said she would have someone contact me & gave me a reference number of #******** As of 4/30/25 not one person has called me. I have not gotten any emails, and still have not received any refund.5-8-25 Rec. refund of $256.20 Incorrect amount!!! Horrible service!!

  Business Response

  Date: 05/13/2025

  Thank you for the opportunity to respond. Management spoke with the customer and shared that the refund check will be issued via mail.

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Before renting a car with Alamo I asked about driver under 24 swing my wife is uncomfortable driving on the highway and my daughter isnt. They said no problem adding her I asked if there was additional fee and was told no just present all drivers licenses at the kiosk checkout at ************************* which we did spin returning the car I was told the bill was $941.64 the estimated total when I made the reservation was $515.64 I kept the reservation after confirming no additional per representative on the phone for driver under 25. Below is confirmation number for that reservation imagine my shock $426 more upon car return.

  Customer Answer

  Date: 05/02/2025

  Alamo resolved this issue to my satisfaction I will rent from them again. Thank you for your help

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond. Management spoke with the customer and waived the additional and young driver fees to resolve.

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 paid extra to have a truck reserved. When we arrived there werent any so we had to take a car. I called after our trip to get a credit since we had paid extra and they didnt follow through. They sent me an invoice showing the credit they were going to apply. Its now seven months later and *** talked to five customer service agents and still no credit has been applied. Every agent assures me it will be applied but then nothing. The last one said he was gonna have a check sent but that was months ago and still nothing.

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond. Management spoke with the renter and processed a refund for the difference between the reserved and driven rental car class.

  Customer Answer

  Date: 04/25/2025

  Complaint: 23249024
  
  I have reviewed the business' response and am rejecting it because:
  They did call, but no refund has been processed. He said he was having issues and had to turn it over to his admin team. And while he did assure me he would process it, so did all the other customer service agents. I just checked my card and there is no refund. Ill be happy to accept the response whenever I actually receive a refund. 
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond. Management contacted the client and processed a refund for the car class difference.

  Customer Answer

  Date: 04/29/2025

  Complaint: 23249024
  
  I have reviewed the business' response and am rejecting it because:
  
  My credit card still shows no refund. Why would you say you refunded us if you didnt? When the agent called he said he was having issues and would send it to his admin team. I will not accept the response until I see the refund on my account. 

  You didnt even try to call again after me rejecting the first response to let me know if the issue was resolved on your end; you just posted the same response on here trying to look like you made it right when you havent. 
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond. Management learned that the customer had since changed addresses. Management submitted the proper address to our accounting department to reissue the check and resolve.

  Customer Answer

  Date: 05/14/2025

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

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We rented a car from Alamo on March 29, 2025 from ***************************************************** and returned it to Alamo on April 6, 2025 at ***************** for $519.13. We waited a very long time for a rental car when we arrived in ****** as they didn't have any full size vehicles available. When we pressed the attendant to consider other options for us, she produced a ***** Malibu that she said was just returned and had not been cleaned, but she could give it to us immediately. We agreed and left with the car. During our trip, we noticed a very small crack in the windshield. We had not experienced any rocks or debris hitting the vehicle during our trip, and told them that when we checked the car back in at *****************. Just today, on April 24, 2025, we received a bill from Alamo for $1,470 for $1,370 in damages and $100 admin fee.The attached bill shows "evidence" which shows a significantly larger crack than what existed when we turned the car in. Further, all experience I've had, as well as ****** searches, says that windshield repair and replacement should cost between $200 - $600. I believe this is a scam that Alamo runs on a regular basis, as I've seen other reviews similar to ours. If they had a cleaned and reviewed car ready for us at our reservation time, this would not have happened. If they had reviewed this particular ***** Malibu before giving it to us, this would not have happened. And now they are completely overstating the cost to fix this windshield, and they clearly waited to take a picture of the damage when the crack had gotten significantly worse. I am so disappointed in Alamo rental car and our experience. I caution others to stay away from renting there as well.

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 March 17/2025, I rented a 2023 Voyager minivan from Alamo car rental at ***********************. The rental was prepaid by ********, and I paid the taxes on my credit card. The transaction was documented on invoice # ******* and listed as, **** **********. On March 24th Alamo charged my credit card $186.10 USD for the rental of a 2025 ******. This did not happen. I spoke with the Alamo office 5 times and each time they said they saw the problem and would pass on the details so a refund could be issued. Each time the attendant confirmed my Voyager rental and could not understand why the charge for the Tucson. For my 6th call I spoke with the accounting office and was informed that they had no details of this mix up and really couldn't help. They gave me another number for Enterprise accounting office. These calls started March 31st and nothing has happened to date. I have also emailed all documents and details but no reply. A simple refund of $186 USD is the answer as I did not rent this ******. My attempts to clear this up include 5 calls to Alamo, 1 call and 3 messages left at Enterprise accounting office and 3 emails to 2 different addresses.

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond. Management has researched the complaint,identified the issue, and resolved the matter with the customer directly.

  Customer Answer

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 January 19, 2025 I picked up an Alamo rental car at ***************************************** in *********. After providing the ***** at the check-out kiosk with the requisite paperwork, she confirmed the paperwork and instructed me to proceed. She neglected to lower the barricade before instructing me to exit. As I (slowly) pulled forward, the front bumper made contact with the barricade. The ***** who checked me out was very apologetic. An ***** from an adjacent kiosk came to see what happen and said, "It's all right. Just back up." Before I could back up, the first ***** lowered the barricade. The second ***** indicated that the process of lowering the barricade cause the damage to the vehicle. Both *****s said, "It's not your fault."Because I have contested the claim, Alamo has provided my insurance company (Nationwide) with a video up to the time of impact but Alamo has refused to provide any further video, which would presumably have demonstrated the damage being caused by lowering the barricade before I could back up. Similarly, Alamo has refused to provide a copy of their Policy and Procedures Manual, which I believe would show that the ***** in the first kiosk should have lowered the barricade when she returned the completed paperwork to me.

  Business Response

  Date: 05/01/2025

  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.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 mini van through Priceline, that I picked up Sunday March 16, 2025 at the **********************************, in ******************** as I was driving to my designation I was stopped by the State Police in ***********, who informed me that I was driving with no back lights. The officer was amazedly nice and advise me to use manual instead of auto to make sure the lights were on and to periodically look and make sure if I was driving at night. Because I was pushed behind my schedule and now tired. I had to spend extra money to stay at a hotel Monday night in ***** on my way back to lessen my night driving. ***** money I had to pay. I arrived back to ************ to return the car at *****pm after unloading my things at home. I had spoken with several customer service people by phone and was told I would receive a call from a district manager but I have yet to receive a call back. I was charged for an extra day rental. I am requesting a refund of that extra day charge in full ******. I was told that I could get a refund for ****** I feel the entire amount should be refund. I also contact Priceline because of the original troubles that I had with this van I should be given a refund of at least half for customer satisfaction . I was told that they would have to request the authorization from Alamo. At this point I have not had one call from Alamo. Every time I call I get a rude nasty person that hangs up on me. Please refund me and do better next time. Properly service your vehicles to help keep renters safe.

  Customer Answer

  Date: 04/16/2025

  I want to provide the rental agreement number *********

  Customer Answer

  Date: 04/16/2025

  Rental agreement number *********

  Customer Answer

  Date: 04/16/2025

  Rental agreement number *********

  Business Response

  Date: 04/30/2025

  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: 05/02/2025

  Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve. Management also reached out to Voucher Assistance to further assist the customer with Priceline.

  Customer Answer

  Date: 05/08/2025

  Complaint: 23207888
  
  I have reviewed the business' response and am rejecting it because:
  

  I haven't received anything from them.  I haven't received a check.  
  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/13/2025

  Thank you for the opportunity to respond. Management has confirmed with our accounting team that the check has been sent to the customer. We appreciate your patience as the customer is expected to receive this mailed item in 5-7 business days.