Business Profile

Auto Rentals and Leasing

Alamo Rent A Car

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

437 total complaints in the last 3 years.
195 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.

Initial Complaint
Date:12/05/2024
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 am writing to file a complaint against Alamo Rental Car regarding two separate rental experiences I had, which were unsatisfactory and unacceptable.RA #********* - Rental from *********** (8/30/24 - 9/02/24)When I picked up the vehicle from ***********, the vehicle was wet. I asked the representative if they could dry the windows, to which he responded that he could not. I then requested that at least the side mirrors be dried so I could see out of them. The representative proceeded to use his shirt to dry the windows, and I told him not to worry about it as I would wipe them with a paper towel myself. However, upon starting my road trip, I realized the back and front windows were poorly washed, with large streaks, causing serious visibility issues. It appeared as if a dirty rag had been used to clean the windows.RA #********* - Rental from *********** (11/30/24 - 12/01/24)The second vehicle I rented at *********** was also wet when I picked it up. When I asked if it could be dried, I was told no because it had just left detailing. After leaving the airport and reaching my first destination, I discovered that the vehicle's windows and body were still dirty, with wet spots, making the car unacceptable for the special occasion I had rented it for. The vehicles appearance was unprofessional and did not meet my expectations for a clean, well-maintained rental.On both occasions, I expected to pick up vehicles in clean and satisfactory condition, especially considering I am paying for this service. The poor condition of both vehicles, especially in regard to their cleanliness, caused unnecessary inconvenience and frustration.I am therefore requesting a refund for both rental dates due to the unprofessional service and subpar vehicle conditions.I appreciate your attention to this matter and hope to receive a prompt resolution.
Business Response
Date: 12/10/2024
Thank you for the opportunity to respond. Management processed a refund, shared an updated invoice via email, and left a voicemail addressing the customers concerns.
Customer Answer
Date: 12/16/2024
Complaint: 22642002

I have reviewed the business' response and am rejecting it because: I did not receive a resolution for RA #********* nor did I speak with anyone from the rental agency.

Sincerely,

******* *****
Business Response
Date: 12/20/2024
Thank you for the opportunity to respond. Management confirmed with the customer that the aforementioned customer resolution was satisfactory. In regard to the customers concerns with the rental agreement referenced in their previous reply, management processed a partial refund on 09/07/2024. To ensure the customers concerns were properly addressed, management reached out to the customer via phone call. Management processed an additional refund and resolved the matter.
Customer Answer
Date: 12/24/2024
Complaint: 22642002

I have reviewed the business' response and am rejecting it because: I spoke with **** from *** and let them know that I was not satisfied with a partial refund due to the fact the rental vehicle was so dirty that it put myself and my family in danger because of the glare from on coming traffic lights due to the front and rear windows being smeared from not being properly cleaned. No one should pick up a rental vehicle in that condition. It was a serious safety concern. I will not be satisfied until the entire reservation is refunded for my inconvenience and the lack of concern for the seriousness of the situation.

Sincerely,

******* *****
Business Response
Date: 12/30/2024
Thank you for the opportunity to respond. Management processed a refund.
Initial Complaint
Date:12/03/2024
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 rented a mini van from Alamo Rent a Car on 9/27/24 from the **********, ********** for a trip to ***********, ** and turned it in on 10/10/24 to the ***********. (Instead of driving home, we had to fly due to an unexpected death in our family.)Prior to our trip, I documented, via the attached photos, the numerous spots of pre-existing damage on the ********** the conclusion of our trip, I turned in the vehicle to the spot as indicated by Alamo and was dismissed to get on our flight. I was confused when on 10/31/24, I received a letter and a bill for repairs that they had already been completed for the pre-existing damage that I documented and for a new dent that didnt exist before or when I had possession of the vehicle. Please also note that before the 31st (including the day of return 10/10/24) no one from Alamo reached out to me to ask if we were in an accident or ask me to make a report of the alleged damage.I have subsequently followed up with Alamo and shared my documentation of the pre-existing damage, questioned why they didnt contact me immediately upon discovery of the damage, and why the photos of the damage werent time stamped to show that the car was in my possession at the time of the incident in question?To date, I havent received any answers regarding my questions and keep being denied any type of appeal or ability to speak with someone higher ***** doing some research, I have learned that this is a frequent issue with Enterprise/Alamo/National falsifying claims against their customers and that it has gained national media attention, as well as, customers appealing to you, the ******************** to shine a light on these unethical tactics.Any help or guidance you can provide is much appreciated. I am happy to answer any questions or provide further information.
Business Response
Date: 12/04/2024
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 12/10/2024
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:12/02/2024
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 vehicle from MCO Alamo Rental location from 10/27/24 - 11/01/24. The original rental agreement cost was $314.09. I did the Online Check In and **** the Counter feature on Alamo website which requires my driver's license number and credit card information entered on the website under my reservation. On the day I picked up the vehicle, the gate agent confirmed my rental. He also took my driver's license and credit card. When returning the vehicle to Alamo on 11/01/24, the returning agent said I had no balance to pay for this rental. So, two agents had my credit card information and did not charge my credit card. I received an email later that day with an invoice for $0.00 balance and a line item that said "P***ayment(res-credit) (($332.79)/Rental). I received a letter from ******************* on Monday, November 25, 2024 saying I have a balance of $378.15, $64.06 more than original balance. The sales tax is 6.5% which shows $19.17 on original balance, but Alamo has the sales tax at $42.76. The Priv Fee Recov Chg is 10% which shows $23.17 on original balance, but Alamo has the Recov Chg at $56.19. I called the number on the letter 11/27/24, I talked to 5 ***s explaining the situation, and was transferred 4 times with no one helping with letter. I did receive a call from ******* office that afternoon but I could not take the call. I called back that day several times, and I have left 2 messages on 11/29 and 12/02/24 with my cell number. I received an email today from ************ Rental Resolution Team saying I am 15 days past due even though I received letter 7 days ago and wanting payment. I emailed *************************** back, and explained how I do not agree with the balance. I have tried several times to speak with a *** from Alamo, only communication Alamo does is letters and/or emails. Thank you.
Customer Answer
Date: 12/03/2024
Alamo Rental Agreement ********* attachment received email 11/01/2024 day rental vehicle was returned to Alamo. Agreement shows $0.00 balance.
The Alamo Rental attachment email when I completed **** The Counter, before I picked up rental vehicle. This document shows I had a credit card on file with **** the Counter.
Business Response
Date: 12/04/2024
Thank you for the opportunity to respond. Management spoke with the customer, explained the charges, and confirmed the accurate amount owed to resolve.
Customer Answer
Date: 12/09/2024
Complaint: 22629749

I have reviewed the business' response and am rejecting it because: I spoke with an ******* employee on 12/04, and she was suppose to follow up with email on lower amount to pay for rental. I have yet to receive this email. I received another letter in mail on 12/07 for payment with the higher amount.

Sincerely,

******* *******
Business Response
Date: 12/10/2024
Here is the response from our local management team;
Good afternoon, *******.
Following our conversation last week, I am currently addressing the issue with your rental charges to ensure you are billed accurately. I have escalated the matter to our accounting team to remove the temporary credit applied to your rental, which is necessary for adjusting the rate. The collections team reached out to me, and I informed them that I am actively working on rectifying this discrepancy, as the invoice amount is incorrect. I appreciate your patience during this process, and I will send you the revised invoice as soon as the erroneous entry is removed.
Customer Answer
Date: 12/17/2024
I made a payment of $322.79 on 12/17/2024, I got tired of no communication from Alamo on the cost of rental. I never did receive an email from the ******* location on the cost that she told me I owed to Alamo. The original rental agreement cost when I booked the reservation was $314.09. I dont understand how Alamo can give different costs of a rental after the booking. Thank you
Business Response
Date: 12/18/2024
Thank you for the opportunity to respond. Management recently established contact with the customer via email and discussed conditions for removal from renter suspension.
Customer Answer
Date: 12/28/2024
I am still receiving letters/bills from Enterprise even though I paid on 12/17/2024. I fill like this issue is not resolved until Enterprise stops with the letters. Thank you.
Initial Complaint
Date:11/28/2024
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.
Complaint Against Alamo Car Rentan Case Details:- Reservation Number: ********** - Location: **************, ****** - Rental Company: Alamo - Date of Rental: August 18th 2024 Description of Incident:I was provided a lower-class vehicle than what I paid for at ************** Alamo branch. Despite booking and paying for a higher-class vehicle suitable for 5 passengers with luggage, I received a smaller car without any price adjustment. The price difference between what I paid and a comparable reservation (number **********) amounts to 62, plus applicable airport surcharge and VAT, totaling 85.Previous Resolution Attempts:1. Discussed with on-site representatives who admitted to the vehicle class discrepancy 2. Contacted Alamo customer service multiple times 3. **************** redirected responsibility to the Greek branch without resolution Requested Resolution:1. Minimum refund of 85 2. Compensation for: - Breach of rental agreement - Inconvenience caused by insufficient vehicle capacity - Staff misrepresentation of vehicle class Supporting Documentation Attached:1. Original reservation confirmation 2. Comparable reservation details (**********)I look forward to your assistance in resolving this matter.Sincerely,[Your Name][Your Contact Information]
Business Response
Date: 12/05/2024
Thank you for the opportunity to respond. Management reached out to the customer via email to offer compensation and resolve.
Initial Complaint
Date:11/28/2024
Type:Product 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 rented a vehicle from Alamo. The vehicle was to be picked up at ********************** in *******. I rented a premium crossover and was given a dodge Durango with ****** miles on it. The first day the infotainment system overheated there was a smell of burning wires so I had to have the vehicle towed back to them and when I went to get a replacement vehicle instead of getting a premium crossover, they gave me a Jetta a standard car, not a premium car. The vehicle did not suit my needs as it was much smaller than what I needed. They claim that thats all they could give me and the cost of a premium crossover is much higher than a standard car if I wanted a standard car, I wouldve just rented one so upon returning the vehicle, I was given the money back for the insurance that I bought however, the price difference was never adjusted. I was never refunded and I was told they would reach out to me and they still have not done so its disingenuous to write me a premium vehicle and then stick in a Jetta
Business Response
Date: 12/02/2024
Thank you for the opportunity to respond. Management spoke with the customer and issued a refund check via mail.
Customer Answer
Date: 12/05/2024
Better Business Bureau:

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

Sincerely,

**** *****
Initial Complaint
Date:11/22/2024
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 rented a car from Alamo Rental Car at ************* on 11/13/24. (Rental Agreement # *********). After inspecting the car, prior to leaving the airport, I went to the check out counter and advised the staff that the satellite radio was not working and asked for assistance in operating it. I was informed to try operating the satellite radio outside of the parking garage. On 11/13/24 at 2:10pm and 11/14/24 at 8:07am, I called Alamo at ************* about the satellite radio not working and was unable to speak to anyone. The satellite radio indicated no channels. On 11/13/24 at 4:30pm, I called Alamo customer service to report the satellite radio was not working and requested a refund. The staff advised they would send an email to the Manager about this matter and the Manager would call me. I never received a call from the Manager. I emailed Alamo rental car on 11/13/24 and 11/16/24 about this issue and receive no response. On 11/16/24, I called Alamo customer service requesting a receipt for the car rental and was advised the business office was closed, the car had not been checked in and I would receive a receipt on 11/19/24. On 11/19/24, I finally received a receipt/Invoice #*********** and the charge for the satellite radio is noted. Alamo has not responded to my emails or calls regarding this request. This is such poor customer service. I realize the charge for the satellite radio is minimal but since it was not working, I believe a refund should be provided. I have utilized Alamo (*************) for other rental cars for other vacations to ***** in 2019, 2020, 2021, with no problems. I think Ill select another rental company for my vacation to ***** in 2025.
Customer Answer
Date: 11/30/2024
Thank you so much for your help. On 11/25/24, the Manager called me and is refunding me $20 for the satellite radio that did not work as well as a $50 discount. Ive checked my credit card and I have received the $70 credit. Thank you BBB for your assistance. I know without your assistance, I never would have gotten a response from Alamo.

THANK YOU!
Business Response
Date: 12/01/2024
Thank you for the opportunity to respond. Management processed a refund for the satellite radio service and offered compensation for the inconvenience on 11/25/2024.
Customer Answer
Date: 12/15/2024
Alamo Manager named Mayor tel. ************ contacted me and advised I would receive a $70 credit. On 11/23/24, I received a credit of $70.00. On 11/25/24, my card was charged $70.00. A few days after that, my card was also charged $6.60 for toll charges. Im frustrated in that I was charged $70 which was promised as a credit. Can you please help me with this on this complaint or do I need to file a new complaint? Thank you very much. *** ****** ************.
Business Response
Date: 12/19/2024
Thank you for the opportunity to respond. Management processed a refund on 12/16/2024,left a voicemail, sent an updated invoice, and followed up via email.
Customer Answer
Date: 12/20/2024
Better Business Bureau:

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

Sincerely,

*** ******
Initial Complaint
Date:11/20/2024
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 August 10, 2024, we rented a vehicle from Alamo at *************** in **********. Our reservation number was **********. On August 18, 2024, we returned the vehicle to the same location in the same condition in which we received the vehicle. The return agent, and employee of Alamo, inspected the vehicle along with us and indicated that all was well. Two and a half months later, we received a claim from Alamo for damage to the vehicle. Alamo previously took pictures of the damage, and the photos are date-stamped January 16, 2024. This was seven months prior to us renting the vehicle which proves that we could not possibly have been responsible for the damage. I have tried on numerous occasions to educate Alamo about this, but nobody will speak with or acknowledge me. The company simply keeps sending me letters and demands to pay the damage. I would like for the company to acknowledge that we cannot possibly be responsible for the damage, and then to stop contacting me in this regard.
Business Response
Date: 12/04/2024
December 3, 2024
BBB

RE: Case# ******** ****** ******
Alamo File No. 21573817
To Whom it May Concern:
Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Mr. ********** Durkin rented a 2023 **** Q5 bearing Oregon registration 388MEN from ****************** dba Alamo Rent-A-Car in ******************************
At the time the renter took possession of the 2023 ******* Kona, the vehicle was determined to be rented with damage to the windshield. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage to the roof. Per the rental contract executed by Mr. ******* he is responsible for all vehicle damage which occurs during his rental period.
After reviewing the concerns presented by Mr. ******* and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At ******************** Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.
Sincerely,
******* ******* Analyst
Damage Recovery Unit
Initial Complaint
Date:11/18/2024
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.
November 14, 2024 I attempted to rent a car at ***. Over the the phone I was told I could use a debit card but when i got to the counter only can use a credit card. So we cancelled the ************************* then I left. Just about to get into my **** when my card was charged $******. Back at the counter the lady told me it wasnt a transaction its a hold and would drop tonight & clear Monday. Monday came charge still pending & my bank tells me it wont fall off until the 21st. 7 whole days later. When i could have been issued a refund cus i didnt get a car nor did i sign an agreement. Ive been on the phone every 2 hours from 8am-6pm being told my case is getting escalated. Being told that 6 times in a day and by 7pm still nothing someone isnt doing their job. So its 8pm all offices are closed and Im still out of ******, plus stranded out in the cold for the night in 40 degrees.
Business Response
Date: 11/25/2024
Thank you for the opportunity to respond to the complaint. Management has reached to the customer via email but has been unsuccessful in reaching the customer. They intend to address the concern with them.
Initial Complaint
Date:11/15/2024
Type:Product 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.
My wife and I were Traveling in ******* ****** on vacation and had a last minute rental cancellation on the supplier part so we needed to rent a car. The day before needed we used Auto Europe website and started a booking process with limited wi-fi. Our 1st attempt was interuppted and we did not think it proceeded so we found better wi-fi and started the process again. Again through Auto Europe this time we completed the process and had a pick up set for Saturday am by 10am with Euro-Car. Later that day we noticed a confirmation also with Enterprise/Alamo. We saw no link to cancel and had no calling service. Very early next morning we picked up the car a Euro-car and immediately went next door to Alamo to cancel that pick up at their counter prior to the scheduled time. Staff was friendly. They acknowledged the double booking and cancelled the reservation #********** We were told we were good and we would receive our credit in 7 days. When we got home no credit was issued and I had to work with my bank on several attempts who credited us and charged us back due to Alamo refusing to credit. We contacted Auto Europe who apologized and tried to work with Alamo with no success to resolve this matter. My conversations are still ongoing for over 4 months now. My bank is charging me intrest and numerous calls are going unanswered. We never picked up the car, never signed for anything and cancelled before scheduled pick up thinking that we did all the right things. Traveling in a foreign country with language barriers made this all so difficult but we felt we did all the right things. We are looking for Alamo to review the file and do the right thing without being ***** to policy. Thank you
Customer Answer
Date: 11/19/2024
I am continuing to work with Auto Europe for a resolution and waiting for resposes from them which I will send you any additional information once learned. Thank you
Business Response
Date: 12/02/2024
Thank you for the opportunity to respond. Management has reviewed this complaint and found that this reservation was created with the Auto Europe tour operator. We advise the customer to contact this tour operator to receive the refund of the prepaid amount as this merchant facilitated prepayment.
Initial Complaint
Date:11/15/2024
Type:Product 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 Alamo car via ****************. On rental date 8/10/24 selected a '22 Dodge Charger. Drove car from *** rental lot to grocery store in *************, 27mi, no issues. After grocery shopping drove to destination in *************, ** 17mi. When accelerating to turn into our destination, car shifted into neutral & wouldn't accelerate when pushing the gas. It happened again driving through the gate of our destination. Morning 8/11/2024 we left our rental going to lunch in another town, the car again was shifting into neutral while accelerating. Called Alamo **************** @************. We explained problem to **************** Agent, asked him if they could send a car to replace the one we were driving. He could send a tow truck to pick the car up but couldn't provide a replacement car, he also told us a tow truck would have to pick up at a residential address or a hotel. Asked several times to be connected to a supervisor or manager & were told that wasn't possible, it was Sunday. He connected us to a woman, she gave us the same information. She said we could take the car to another airport location & switch it for another car. I explained that the car was not safe to drive that far. I asked the Agent if she was recording the call, she said YES. I told her that if the car left us stranded we would call back with a location of the car and find our own way home. We switched the car out for an SUV at the *****, MI airport location. On 9/7/24 we received the 1st letter from Alamo Damage Recovery Unit. We have explained the issue via phone 6 times. Alamo Damage Unit has sent 4 letters & 1 email, trying to charge us $1344.47 for damaging the car. We're told there are no notes about our 25min call to the 800#. ************* has contacted Damage *************************** won't reconcile w/ ******. Alamo Damage Recovery Unit isn't interested in resolution, only money. Now sending us to collections if we don't pay for something we didn't do.
Business Response
Date: 11/23/2024
Thank you for the opportunity to respond. A response is attached.
Customer Answer
Date: 12/03/2024
Better Business Bureau:

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

Sincerely,

****** ****-********

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Alamo Rent A Car is NOT a BBB Accredited Business.