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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 42 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:06/11/2025

      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.
      Reserved a car from Alamo using my debit card. Got to my destination to pick up the car and they refused to let me have the car that I reserved because my drivers license and my debit card were both issued from the same state.What difference does that make? It was a holiday weekend. I was told to go to another carrier down the hall. I ended up spending an hour in 2 lines to find an available car to lease and then it cost me WAAAY more.They did refund the money I paid them but no compensation was made in reference to the exorbitant charge I had to fork over for a last minute lease.I would like for Alamo to refund the additional amount I had to pay which was $400.78.

      Business Response

      Date: 06/16/2025

      Thank
      you for the opportunity to respond. Management shared the customer did not
      qualify with their debit card based upon company underwriting guidelines.
      Management re-explained this process to the customer.

      Customer Answer

      Date: 06/18/2025

      Complaint: 23454202



      I have reviewed the business' response and am rejecting it because: I had to pay an additional $400.78 to rent a car at the last minute because Alamo refused to rent me the car I had reserved and paid for in advance. They used the excuse that my debit card and my drivers license were both from the same state. 

      Alamo had no problem taking the money to reserve the car from my debit card on the day I reserved it. Their excuse was that it was company policy then sent me to another car rental company "to see if they would rent me a car"'.

      Alamo needs to show me in writing that this is their policy and has been since before I reserved a car from them or send me the $400.78 difference I had to pay. 

      No one from Alamo has reached to me to so much as apologize.



      Sincerely,



      Pamalu Cain

      Business Response

      Date: 06/24/2025

      Thank
      you for the opportunity to respond. Management has researched the complaint and
      learned the rental agreement was prepaid and unfulfilled due to rental underwriting.
      Management is issuing a refund check to resolve and left the customer a
      voicemail to provide an update.

      Customer Answer

      Date: 06/25/2025

      Better Business Bureau:



      I have reviewed the business' response regarding complaint ID 23454202 and am satisfied with this resolution. 

       

      Sincerely,



      Pamalu Cain

    • Initial Complaint

      Date:06/10/2025

      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.
      I turned in a car i had rented in ************, ********* due to an engine light showing on the dashboard and i was told to bring it to the *************** in ***********, **. The car the Salesperson swapped us out for ours had multiple scratches, dings, and chips around the car and i asked the salesperson 3 times to please do a walk around inspection of the vehicle. He refused to do it so I decided to take pictures of the vehicle with a time stamp and location on my phone just in case to cover myself. When i turned the vehicle in a few days later i get an email about me damaging the car. I immediately contacted Alamo to share my photos and talk with a representative and i was told they would do an investigation. A few days pass by and i get another email saying they were gonna pursue the claim. I was outraged so I contacted Alamo again thinking this has to be a mistake. The representative said that they were pursuing so I contacted the ********************************** and now im contacting the BBB to try and resolve this issue. I contacted my insurance and when they saw my pictures and the pictures they sent my insurance refused to pay for any of the damages because they were preexisting damages

      Business Response

      Date: 06/14/2025

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

    • Initial Complaint

      Date:06/10/2025

      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.
      I booked an Alamo Car rental on *************. The trip number is 790-372-135-18. The confirmation # is **********. It was for May12th-15th for **********, VT airport. I booked it on April 21, 2025. The car rental total is for $221. 98. This was $182.98 for the car and $39.00 for the insurance. When I picked the car up on May 12th at the airport the agent said I needed to carry insurance on it that it didn't have insurance. It was a business trip and I needed a car quick and didn't have time to argue. On my rental agreement with Alamo, the only item I was charged for was $26.99 per day for 3 days of insurance. The total came to $89.97 including recovery fee of $9.00. So I was charged almost 3 times the amount priceline charged and I ended up paying twice for the rental insurance. My company has already reimbursed me for the priceline charge and they obviously not pay for the insurance twice. This insurance should have automatically shown that it was already purchased through priceline. I called Alamo customer service last week and was told I would get a call back. They did not call me back. I tried calling the agent in ********** twice and got no answer. I called customer service back and they said they would escalate it but didnt know when I would get a response. My job is needing to close my expense report out and I need a resolution asap. I dont understand why the coverage didnt show up in the computer attached to the car rental. Please help me get a refund.

      Business Response

      Date: 06/12/2025

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

      Customer Answer

      Date: 06/12/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/09/2025

      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.
      My name is ***** Pratasavitski. On May 2, 2025, I arrived at the Alamo branch at *************************, to pick up a vehicle I had pre-paid and booked through Auto Europe (Reservation #**********). I arrived one hour early and remained for over two hours trying to resolve an issue after being wrongfully denied service.I presented:A valid Polish drivers license Belarusian passport Proof of legal Polish residency Additional travel documents, including an Illinois State ID, which I did not present as part of the rental but was visible in my wallet Despite meeting the requirements for international rental, the manager, ***** *******, refused to provide the vehicle solely because of the presence of my State ID. He assumedwithout legal basisthat this made me a U.S. resident. He refused to show the applicable policy, issue any written denial, or identify himself formally. Instead, he stated, I dont trust you and I dont owe you anything. His conduct was unprofessional, hostile, and discriminatory.Following this, Alamo falsely reported me as a no-show to Auto Europe. This is demonstrably falseI was physically present and denied service without cause. I have time-stamped evidence and email correspondence confirming this.I request:1.Full investigation into Alamos conduct 2.Full refund of the prepaid reservation 3.Formal acknowledgment of the mishandling and policy violation

      Business Response

      Date: 06/12/2025

      Thank you for the opportunity to respond. Here is the response from our local management team; We have reviewed Mr. ************* concerns. We can confirm sufficient documentation to rent was provided. The error occurred within our underwriting process involving an international drivers license. We will re-train our employees and ensure this process is smooth for future customers. We apologize for the inconvenience to Mr. *************. We have initiated the process to refund him with Auto Europe. Our Area Manager has a call set up with Mr. ************* on 6/12/25 to address and resolve the situation. Max has been in contact once this week to confirm to Mr.************* we were working on a solution to his concerns.
      Thank you.

    • Initial Complaint

      Date:06/09/2025

      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.
      Alamo 2023 RA:464074791 I rented a car through Alamo like I normally do, I travel for work and sometimes my trips will end up being longer than intended. With this trip in particular I ended up staying about a week or so longer than planned. Let me start off by saying the *** location has the absolute worst customer service. They actually yell and scream at customers sometimes even curse. So most of the time I after picking my car I like to just speak with customer service. I picked up the car August 10th and originally put to return the car on August 17th. On August 19th they emailed me stating that I need to return the vehicle or call them because my card declined for payment (I always lock my card when Im out of town just incase). I called the number they left, nobody answered and the voicemail does not work. After no answer, I called Alamo customer Service and asked them to please extend my car for i think about 10 days. They did and charged me a total of $495.45. Attached will be proof of that even though Im sure youre able to look through my notes of when I called and verify that I in-fact was making payments to extend my rental. Ive contacted the *** location for years now begging them to look into this and see that I never had lack of payment. They choose to turn the other ignore the facts instead of taking the time to look further into this, I just want them to see I was making payments ON TIME. Ive been renting from Alamo since I was 21 Im 27 now . This BWI location is in a area where crime rate is high and for that I understand it may cause them to take extra precautions but I reside in ******* **********. I feel as if they were profiling me because Im young and African American. Although at that time I had been renting from them for about 4 years. To summarize They have me on DNR for lack of payment but I never lacked any payments when they emailed me I resolved it right away. Please help .

      Business Response

      Date: 06/11/2025

      Thank you for the opportunity to respond. Management has reached to the customer but has been unsuccessful in establishing contact. They have left a voicemail and sent an email as they intend to speak with the customer directly.

    • Initial Complaint

      Date:06/09/2025

      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.
      I reserved a rental car with Alamo at the ****************** with pickup for 5/9/25 at 11:50 pm. The Alamo counter closed at midnight. I contacted Alamo and was assured that the counter would be open even if our flight was delayed. Other rental companies while pricier were open later but based on our conversation with Alamo, we decided to book our vehicle with them. Our flight information was shared on our reservation incase it was delayed. After making contact again with an Alamo agent we were assured that if we were delayed the counter would be open for us. Our flight was delayed arriving just past midnight. The first thing we did was rush to the counter only to find it being closed 10 minutes after midnight. No one around. This caused us undo stress and placed a hardship on us along with 3 other couples. ** had to rent from a company that was open thus costing us an additional $100. For over 5 weeks Ive discussed our situation with several Alamo customer care agents, customer escalation team and even the local Spokane counter. Always leaving a message for either the manager or district manager to contact me. I feel the proper thing to do is to reimburse me the $100. I have only been offered a 2 day rental for future use. To date 6/9/25 I have not received one return call from anyone/ manager. It is very unfortunate that their management team is so busy no one has responded back to my messages. Alamo reservation #********** Escalation #********

      Business Response

      Date: 06/10/2025

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

      Customer Answer

      Date: 06/13/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/08/2025

      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.
      I forgot my black shoes(****) and a perfume in the car that I rented. I already informed the management before i left in ******** but until now, I dont received any update of my complaint.

      Business Response

      Date: 06/16/2025

      Thank
      you for the opportunity to respond. Management reached out to the customer but
      did not establish contact. Management left the customer a voicemail as they
      intend to speak with the customer directly.

    • Initial Complaint

      Date:06/07/2025

      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.
      05/30/2025 Original Invoice $274:00 05/31/2025 additional charge of ****** for "lost key fob"Rental was returned on time 10:55AM 05/30/2025 to **** location for inspection/billing/turnaround for next customer. ******************** attendant requested we leave the key fob on the dashboard of the rental. The key fob was moved from front seat center console to the dashboard as requested. I state this is true as the renter and primary driver and my spouse also saw me place the fey fob on the dash of the rental. We then took the shuttle to the airport terminal around 1/2 mile or so distance. Checked 2 bags, got our boarding passes and went through *** security which requires removal of all objects carried on our persons. We were at the airport until our flight back to mainland left around 1330. There was no indication of an 'issue' until we got an email the following day noon Saturday 05/31 regarding an extra charge for lost key job and "please check to make sure you did not take it with you". We disputed that we had taken the key fob but did thoroughly check all our unpacked luggage, etc and key fob was not with us on our return to *******. I contacted Alamo customer support Monday June 2 to discuss this matter. Was told the rental 'had to be towed' to get it out of the way. It was also mentioned there is often video of the return area. We have not heard anything more. A big question is: given the severity of this, and that Alamo had my cell and email there was no attempt to contact us until 18 hours later after we had returned to *****. I had expected given the business of the location someone would have been prepping our returned vehicle within a few minutes of our return and would immediately notice there was no key left in the rental. So, either the returned vehicle was left unattended for some notable period of time before anyone started prepping it, or Alamo neglected to contact me immediately which nominally would resolve things quickly had I kept the key

      Business Response

      Date: 06/11/2025

      Thank you for the opportunity to respond. Management has contacted the customer and processed a refund to resolve.

      Customer Answer

      Date: 06/11/2025

      Better Business Bureau:

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

      ****** *****

    • Initial Complaint

      Date:06/04/2025

      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.
      I was out of town in ******, *****. I lost my phone in ******, ***** at the airport, where I am tracking it. I won't be able to track it for long because the battery will die soon. I filled out the report, and called and called. No one got back to me. It's been hectic trying to locate this phone. I rented from Alamo. I have all the information. Now it's stolen property. So I want to be fully compensated for my iPhone that was left. At this point, my phone. is stolen property and I will file a suit and plus I will file a police report against them.

      Customer Answer

      Date: 06/16/2025

      They have sent the device to me. But the way they handled my situation was very poorly. One lady from Alamo wanted to tell me that I wasnt telling the truth. Ive received the phone just recently. But they are very very unprofessional. 

    • Initial Complaint

      Date:06/03/2025

      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.
      I rent a car from Alamo at the ****************. When I returned the car, I received no proof the car was returned in good shape. A month later I got a claim from Alamo that I caused car damage. As I didnt collect photos when I returned the car, I had no proof it wasnt me. I paid the bill. Then, I received a letter confirming I paid the claim in full. One month later, they sent me another letter saying that there were more expenses no covered before even if they gave me a letter saying the claims I received was closed. When I compared the car mileage information in the initial letter and the second one, the car had been driven for over 1500 miles in between I paid the first bill and their claim on the second one. I called them to get the situation clarified and they insisted they just got a final estimate on the repairs too late for the first bill and I need to pay the second one. However, the difference in the odometer clearly shows someone else kept using the rental car

      Customer Answer

      Date: 06/04/2025

      **** rental agreement: 785383621

      Business Response

      Date: 06/12/2025

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

      Customer Answer

      Date: 06/13/2025

      Better Business Bureau:

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

      ****** Meragelman **********

    Alamo Rent A Car is NOT a BBB Accredited Business.

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