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

436 total complaints in the last 3 years.
185 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: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.
Better Business Bureau:

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

Sincerely,

**** *****k 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.
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.
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!
pt 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.
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.
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 youwork 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
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.
Better Business Bureau:

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

Sincerely,

****** ****-********. 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.
Initial Complaint
Date:11/12/2024
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.
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution since they are offering a full refund for the key that was $663.

Sincerely,

****** ******e and via email trying to resolve this situation. There are several attachments (emails, organized by date) to provide proof of our struggle to merely get in contact with Alamo. It is hard to prove that we have been trying to in contact via phone, but we do have a lot of documentation of getting ignored via email.We lost out on 24 hours of our vacation from ***** October dealing with this, We have been now erroneously charged $663 (no explanation), and we are asking for a full refund of our rental car experience ($1,000) because of all the time and effort we have had trying to resolve this with no response from Alamo's end.
Business Response
Date: 11/14/2024
Thank you for the opportunity to respond. Management offered a refund for the key related charge.
Customer Answer
Date: 11/20/2024
Good evening, this complaint was resolved on paper last Friday but Alamo Rent A Car has not issued me my $663 refund and its been 6 days. My credit card company (*****) for this transaction said there has been no refund issued yet. Thank you for you time.
Business Response
Date: 11/26/2024
Thank you for the opportunity to respond. Management confirmed the customer was emailed the updated invoice and follow up email within the 5-7 business day period advised.
Initial Complaint
Date:11/11/2024
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 already submitted a long description of the issue a few hours ago. We paid for a premium SUV from Alamo Car Rental at ****************************** on August 18, 2024. We got a Jeep Grand Wagoneer, The transmission broke after 3 hours of driving. It was extremely dangerous, since we were far from anywhere. Alamo sent us a minivan as a replacement after numerous phone calls and a long wait, which they admit to in their dispute response. That is not the car we paid for- It's far smaller than we needed for 2 adults and 4 children for a long vacation which needed many supplies. Please see my previous submission for how we tried to discuss the bill the day before we left. Our call was not returned. When we got to the airport on August 28th 2024 we were assured by the assistant manager, ******* *******, that we would not have to pay the full bill for the minivan because of all our aggravation, not having the kind of car we had paid for, and the complete lack of appropriate communication and customer care by ********************. He said the manager, ****, would have to approve the reduction and he would call us before we left. He didn't. ******* did nothing and **** did nothing and we were charged the full $1578.04 as if we had had the premier SUV for the whole 10 days, when we had it for 3 hours. Everyone lied to our faces. *************** decided we are responsible for the full amount. I have uploaded the rental agreement, Alamo's response to BoA, and BoA's claim resolution which ruled in Alamo's favor, despite our submission of all the relevant facts. We need your help please. I apologize for the duplicate submission, but I had to upload the documents to clarify. Thank you in advance.ET WHAT WE PAID FOR. He apologized for the danger we had been put in initially, and for the lesser car we had been given, and for the lack of service, and SAID WE WOULD NOT EVEN HAVE TO PAY THE FULL CHARGE FOR THE MINIVAN. He said the manager, ****, would have to authorize the reduction in charge, and that **** would contact us before we left ******. If **** didn't, then he would take care of the charges himself. We never heard from **** OR ******** and we were charged the full $1578.02 for a premier SUV, even though we only had that car for 3 hours, AND IT WAS BROKEN AND DANGEROUS. Everything we were told was a LIE, and Alamo has taken no responsibility at all. We have tried to resolve the dispute with *************** whose card we used, but they concluded, despite all documentation of the fraud, that because we had been given ANY substitute car, we have to pay the FULL charge, as if we had had a premier SUV for the whole trip. Alamo answers no calls. Please help us! Thank you.
Customer Answer
Date: 11/12/2024
The address for the Alamo rental car we dealt with is:

*******************
******** OR 97218

Customer Answer
Date: 11/25/2024
Complaint: 22540701

I have reviewed the business' response and am rejecting it because:
I spoke with **** and he said he would speak to his accounting department and get back to me. I never accepted his offer and nothing was fully resolved because he did not call back.

Sincerely,

****** *******
Business Response
Date: 11/23/2024
Thank you for the opportunity to respond. Management reached out to the customer and resolved the matter directly.
Business Response
Date: 12/02/2024
Thank you for the opportunity to respond. Management spoke with the customer and issued a refund on 11/15/2024. Management encourages the customer to reach out to our rental office at ************** for any further assistance.
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,

****** *******
Initial Complaint
Date:11/10/2024
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 booked a car with Alamo rent a car, to pickup on Nov 10th and return it on Nov 19th at *************************. When I got there they refused to give me the car without a return ticket to ***** for the same return date booked at least 24 hours before the pickup date. They told me to buy the ticket, rent a car for one they with another company, and come back next day so they would then give me the car that I have already paid in advance. They also refused to refund me the money. I had to pay 3 times the price in another company because I did not have a reservation with another company. I just need my money back.
Business Response
Date: 11/18/2024
Thank you for the opportunity to respond. Management spoke with the customer and advised them to reach out to the third-party booking website used to create the reservation. This entity will be able to further assist with refund requests being that this merchant processed the initial charge.

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Alamo Rent A Car is NOT a BBB Accredited Business.