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

  143 S Hangar Dr Jackson, MS 39208-2302

• 

  Alamo Rent a Car of Chicago, LLC

  10255 W Zemke Rd Chicago, IL 60666-5053

• 

  Alamo Rent A Car - Serving Oregon

  9115 NE Airport Way Portland, OR 97220-1352

• 

  Alamo

  1100 Jet Port Rd Myrtle Beach, SC 29577-4201

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:05/29/2025

  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 made a reservation for a minivan rental with Alamo to be returned to the ************************* location for $321.10 for April 4th-9th. On the 4th I picked up a minivan and returned the vehicle as agreed to ********** on the 9th. I was stunned to discover several days later that my rental was logged incorrectly upon return as a ***** Malibu with a one-way reservation to ****************** and that I had been charged excess fees to the total of $866.75. I immediately contacted Alamo to resolve the issues and was told that the matter had to be escalated and to expect contact back from Alamo. I asked when to look for the communication and was told they could not provide an expected response time. After waiting for a week and not receiving a response, I called again and was told that the matter was not in fact annotated nor escalated and that the associate at the time would do that. Unfortunately this has been the repeated response each time I have called to follow up on this matter, which to date has been at least 8 times, with no resolve. At one point an associate offered a courtesy $100 for the inconvenience of overdrawing my bank account for the transaction while regional management was allegedly investigating; however, last week, the company charged the refund back and removed the funds from my bank account. This company has not honored their commitment to return contact to me, let alone resolve the issue. It is now nearly two months later and I still have not heard back from Alamo via phone, mail or otherwise, let alone have received the a refund for the money that was stolen from me due to an administrative error on their part. There is clearly fraudulent activity being sanctioned by the company that they are being grossly negligent of and are harming innocent consumer who place their faith in the company to act with integrity,

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond. Management researched the complaint, contacted the customer, and issued a refund check via mail to resolve.

• Initial Complaint

  Date:05/29/2025

  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.

  We rented a car on 03/13/2025 for $712,51 USD. At the counter we asked for a 4 wheel drive *** and explained we were going to Big Bear (that day there was a storm), so we asked if we needed chains. They told us the car was a 4wheel drive, we also explicitly asked the girl who gave us the keys if the *** was 4 wheel drive she said ****** the middle of the mountain in the storm, the police asked us if we were 4wheel drive and we said yes, in the middle of the storm we realized the *** was NOT a 4wheel drive, we were in danger, we had to ask someone to go buy chains because we kept drifting off and had to get towed. After 7 hours and the chains, we made it to the cabin.When we returned the car, we talked to the manager ******, he told us he recognized the problem and acknowledged Alamo's responsibility, told us we would get a full refund and he would escalate the issue. Told us to wait for an email the following 48 hours with the next steps, we never got the email.I sent an email to support, they never replied.I am looking for the company to fully reimburse us for the rental of a car that was NOT what was promised and for the additional expenses we had to pay for (towing and snow chains: $200USD) and indemnity for the risk they put us through when they sent 7 girls to a mountain storm with a car that was NOT what we had asked for and that would put us in danger because of their negligence.

  Business Response

  Date: 06/03/2025

  Thank
  you for the opportunity to respond. Management has reached out to the customer
  via email on two occasions. Management processed a refund to resolve.

  Customer Answer

  Date: 06/11/2025

  Complaint: 23394487
  
  
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  We don’t want only the full reimbursement which they unilaterally
  chose to do, we want them to also reimburse us the 200USD we paid for the towing
  service and the chains which we gave back and left in the car when the
  manager Geri said they would reimburse us those expenses as well.
  That is not considering all the DANGER they put us
  through, which is the real issue here. I rented the car with them, I was
  driving, and because of their false information, we could have been in an
  accident in the mountain, I could have injured or killed my friends because
  of their mistake. I told them at the counter to Larry that we were driving
  to Big Bear through a storm and we needed the chains and he said “Don’t worry,
  all of our cars are 4x4 and you have good tires, you don’t need chains”. They
  knew we were driving into the storm, and that we needed a 4x4 car, which is
  what they explicitly said we would get.
  The reimbursement of the rent is not enough for me and I
  haven’t touched it, because it is not something WE agreed to, it is
  just something they decided they wanted to do to make this go away.
  
  
  
  Sincerely,
  
  
  
  Camila Garcia

  Customer Answer

  Date: 06/11/2025

  I know they replied very fast now, and they didn't give me a choice or we didn't negotiate, they just said they would reimburse me the rent, but we don't think that is enough compared to what they put us through and the danger to our persons. They replied "they had reached out twice" but I was away on vacation, I replied 5 days later and I have included the screenshot in the reply.

   

  Thanks for the help.

   

  Camila

  Business Response

  Date: 06/18/2025

  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:05/29/2025

  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.

  We returned the rental car on 5/18/25. Shortly after we realized that my husband's handicapped placard was left in the car. I was able to speak to someone and did as they requested and filed a claim for the lost item. It was found and I continue to get calls regarding them finding it. They however want to extort money from us for it's return. The actual cost to return the placard should be no more than $10.10. However they want $30 - $50 to return the item. I am unable to speak to anyone at the ******* location. I have attempted to chat on line with the company but only get rude associates that tell me if I want it back, I have to pay their fees of more than three times the actual cost to return it.

  Customer Answer

  Date: 06/03/2025

  My husband's handicapped placard was left in the car & Alamo says they have found it.  They want to charge more than three times the cost it should to return the item.  I CANNOT get a live person to talk to in order to discuss this.  If I happen to get a live person, I am told to call a different number, but it's either a recording or a request to leave a message - NOBODY RETURNS CALLS!! I can send a prepaid label to return the placard. This is borderline THEFT and if we need to apply for another placard, we will note the reason as theft.  In the interim, my husband than cannot walk from a handicapped space to a building is having to walk further and putting a risk on his health (raising his heart rate & dropping his O2 saturation).  They should not be allowed to charge a rate much greater than the actual cost.  This is EXTORTION!!!

  Business Response

  Date: 06/06/2025

  Thank you for the opportunity to respond. Management has shipped the item back to the customer via ***** with an estimated arrival time of 6/9/2025 at 5pm.

• Initial Complaint

  Date:05/28/2025

  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 am writing to formally raise a concern regarding the unauthorized use of my personal auto insurance by Enterprise Rent-A-Car in connection with a rental vehicle accident for which I was not at fault.I rented a vehicle through Enterprise and had purchased a third-party rental coverage policy through ***********, which was the only insurance I provided to Enterprise. Despite this, I was recently informed that Enterprise initiated a damage claim through my personal auto insurance policy, which I never authorized.This is especially concerning because:I was not at fault in the incident, as clearly documented in the official police report;The other driver was cited for driving without a license and for causing the accident;I never submitted or verbally provided my personal insurance information to Enterprise during this rental;Enterprise appears to have accessed this information without my consent, either through the police report, a prior rental file, or an insurance database.I believe this action constitutes a breach of privacy and misuse of insurance information. At no point did I give Enterprise permission to open a claim through my personal insurer, and I am now left to untangle a situation that should have been handled entirely between Enterprise and the at-fault partys insurer.I am requesting:1.A full investigation into how my personal insurance information was obtained and used without authorization;2.A confirmation that this claim will be retracted from my personal insurer and handled correctly through the proper liable party or my RentalCover policy;3.Clarification on my rights and the next steps I should take to ensure this does not affect my record or cause any out-of-pocket financial burden.I appreciate your urgent attention to this matter.

  Customer Answer

  Date: 05/29/2025

  RENTAL AGREEMENT #*********
  
  

  Business Response

  Date: 06/05/2025

  June 2, 2025

  BBB

  RE: Case# ******** ****** *******

  Alamo Claim Number: 22394053

  To Whom it May Concern:

  We are in receipt of a complaint submitted by Ms. ******* where she disputes responsibility for the above noted claim. This office handles damage claims for Alamo Rent-A-Car. We appreciate having an opportunity to investigate the matter.

  Ms. ******* rented a 2025 ****** Sentra on April 10, 2025, from ************************** ****************** d/b/a Alamo Rent-A-Car located in *********************************On April 14, 2025, Ms. ******* notified the rental branch that shed been involved in an accident. A claim was created for damage to the passenger side front bumper and fender.

  On April 29, 2025, Ms. ******* provided the insurance information for the at-fault driver (Esurance). Our office sent the bill for vehicle repairs to Ms. ******* and Esurance the following day. We are currently pursuing reimbursement from the at-fault driver and their insurance provider; however, we have not yet received confirmation that coverage has been cleared and liability accepted.

  At the time the renter took possession of the 2025 ****** Sentra, Ms. ******* accepted the terms and conditions of the rental agreement which indicated she was accepting the 2025 ****** Sentra in good physical and mechanical condition and would return the vehicle in same condition as received, ordinary wear and tear excepted. The renters acceptance of the terms also provided a limited power of attorney to present an insurance claim for a damaged vehicle. Ms. ******* returned the vehicle with damage. Per the rental contract executed by Ms. ******** she is responsible for all vehicle damage which occurs during her rental period. *********************** will seek recovery through the at-fault party and any coverage purchased by Ms. ******* through a third-party insurer.

  Should you require any additional information, please do not hesitate to contact our office.   

  Sincerely,

  ******* ******, Analyst

  Damage Recovery Unit

  Customer Answer

  Date: 06/06/2025

  Complaint: 23389631
  
  I have reviewed the business' response and am rejecting it because:
  
  I appreciate the opportunity to clarify a few important details about this matter.
  
  While Enterprises Damage Recovery Unit (DRU) acknowledges receiving a digital copy of the at-fault drivers insurance on April 29, I had already submitted a physical copy of the same insurance on April 14 the day I reported the accident and returned the vehicle. In fact, the area manager confirmed that he saw the document at the branch. This shows that the delay was internal, not due to inaction on my part.
  
  Additionally, the police report filed at the scene also included both the at-fault drivers insurance and my third-party rental insurance (*******************************************) as required. I also wrote this third-party insurance coverage on the return slip provided by Enterprise on April 14.
  
  On May 1, despite this clear documentation, Enterprise initiated a formal insurance investigation, even after I had already provided my insurance documentation twice.
  
  Ive made every effort to provide accurate, timely, and complete information to all parties involved. I hope this context is helpful in clarifying the record. I have also attached the police report to justify clarification, clearly showing both the at faults insurance and my third party insurance via ******/***************.
  
  I appreciate Enterprise/Alamo for taking the time to review this matter thoroughly and for proceeding with the proper channels, including the third-party insurance coverage I purchased specifically for this rental. I trust that this clarification helps to ensure a fair and accurate resolution. Thank you again for your attention to detail and for your continued cooperation.
  
  Sincerely,
  ****** *******

  Business Response

  Date: 06/11/2025

  Thank you for the opportunity to respond. We appreciate the customer making this information readily available.

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service 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 (agreement# *********) from 03-05APR2025 from the ************** (ECP) airport location. After returning the vehicle on 05APR I realized the following morning I had left my tailored suit jacket ($600 value) in the back seat of the vehicle. I immediately used the Enterprise partner lost item portal to file a case. ************************************************************************* Phone: ************ Last Name: ***** After no response for 10 days I finally was able to get ahold of ******** ***** *********************** the regional branch manager. She asked for a photo of the jacket and then confirmed she had it in her possession and she could ship it back to me. Over the following week when trying to get details I couldn't get a response. After escalation (Case# ********) I was contacted by ****** ******** ************************** who explained that *** was on vacation. After trying to coordinate shipping with ****** and even buying a prepaid label, he also became unresponsive. Is has been over a month and I can't get any response from the location regarding my item. They have not updated the lost item case in their portal and do not seem to know how to use it. I have contacted corporate and asked for assistance (Case# ********) but at this point none of the people on the email chain will respond to me: *****, ******** ************************ *****, ****** ********************** *******, ******** ************************** ********, ****** A *************************** *******, ******* C *************************** I am filing a BBB complaint and asking for assistance. I feel this location doesn't know how to use the lost item protocols enterprise has in place and at this point they have my item and are refusing to respond to me. I would like compensation or my item returned in good condition. I have had to purchase a new suit because you can no longer buy just the jacket.

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond. Management has located the item and send it back to the customer to resolve.

  Customer Answer

  Date: 05/31/2025

  Complaint: 23375047
  
  I have reviewed the business' response and am rejecting it because:

   

  1) The item has not been shipped and no tracking information has been supplied.

  2) Because of the very poor communication and lack of following established process this issue continues over a month. I had to purchase a new suit (see original attached receipt) and I am seeking compensation for doing so. If this business uses the established lost item process and portal this issue would have been resolved sooner and with more effective communication.

  3) Nobody from the business would respond to me or provide any status until I filed this BBB compliant. This is very poor customer service.
  
  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, provided a tracking number for the jacket, and offered compensation to resolve the matter.

  Customer Answer

  Date: 06/03/2025

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

  I would suggest the business retrain employees at that location on established protocol and that the leadership consider being responsive versus waiting for a BBB compliant.  

  Thank you for responding and resolvong this issue.

   
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/23/2025

  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.

  Ive been seeking a refund from Alamo for not reserving a truck when we paid extra. We only wanted the difference refunded since we had to take a car. Seven months later after I had talked to about five customer service agents who promised a refund and never delivered, I went ahead and filed a BBB claim they then called me and once again had technical difficulties. This ended ok with me receiving a check in the mail until I checked my credit card to find that they had charged me for 79 dollars for no reason. I reached out to customer service who said theyd give me a refund but now I know I cant trust that. I think its fishy that they happened to randomly charge my card the same month I filed a BBB claim. Id like a refund and an explanation in why my card was randomly charged seven months later.

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/22/2025

  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.

  rented a vehicle from Alamo, picking it up on April 20, 2025, and returning it on May 8, 2025. Throughout multiple phone conversations with Alamo representatives, I was clearly told I would be charged:$380.48 for the initial rental,$246.57 for the first extension, and $109.16 for the second extension.This totals $736.21, which was confirmed by multiple different Alamo representatives during the rental period. However, I was instead charged a total of $1,067.48a difference of $331.27 over what was quoted and agreed upon.After raising this issue, I was told I would receive a $300 refund due to the overcharge and miscommunication. That refund was issuedbut then, without any notice or justification, the $300 was reversed and charged back to my card.I have written transcripts from Alamo representatives confirming I was owed this refund. I also received an invoice reflecting it at the time, which I can no longer locate and now believe Alamo is refusing to acknowledge. I have submitted the transcripts to Alamos management and have already filed a credit card dispute over the unauthorized ********* date, I have received no proper explanation or resolution. This situation is deceptive and borders on fraudulent behavior.

  Business Response

  Date: 06/02/2025

  Thank you for the opportunity to respond. Management has researched the complaint and confirmed the customer was responsible for the $713.03 remaining after their voucher period. Due to errors, a $300 credit was applied to the original billing. With $413.03 due, we have attempted to connect the customer with the proper party to facilitate payment. However, the customer elected to decline.

  Customer Answer

  Date: 06/03/2025

  
  To whom it may concern,
  
  
  I would like to address and correct several misleading statements made in the companys response.
  
  
  First, I did not decline to resolve this matter. I declined to speak over the phone and clearly requested that all communication be handled via email, due to previous instances of deceptive and inconsistent communication from the company.
  
  
  Second, the company charged my card the full amount of $713.03. Despite this, they now claim I still owe $413.03. This claim is baseless and entirely unsupported.
  
  
  They also referenced a $300 credit, but that credit was quietly reversed without any notification to me. To summarize:
  
  
  I was charged the full $713.03,
  the $300 credit they mention was reversed,
  and now they are claiming I owe an additional $413.03.
  
  
  
  
  This math simply doesnt add up. In fact, based on these actions, it appears the company may owe me moneynot the other way around.
  
  
  Unless they can provide a clear, itemized breakdown that accounts for the full charge, the reversed credit, and their claim of a remaining balance, I consider this matter unresolved and the balance invalid.
  
  
  I request that all future communication remain in writing and that this issue continue to be documented through the BBB.
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/03/2025

  Please see below the email I sent to Mr. **** **** on May 29, 2025, which directly contradicts the companys claim that I declined to engage. I requested written communication in order to maintain a clear and accurate record, given prior misleading and inconsistent information.
  
  
  

  Customer Answer

  Date: 06/03/2025

  Complaint: 23366424
  
  I have reviewed the business' response and am rejecting it because:
  
  I would like to address and correct several misleading statements made in the companys response.
  
  
  First, I did not decline to resolve this matter. I declined to speak over the phone and clearly requested that all communication be handled via email, due to previous instances of deceptive and inconsistent communication from the company.
  
  
  Second, the company charged my card the full amount of $713.03. Despite this, they now claim I still owe $413.03. This claim is baseless and entirely unsupported.
  
  
  They also referenced a $300 credit, but that credit was quietly reversed without any notification to me. To summarize:
  
  
  I was charged the full $713.03,
  the $300 credit they mention was reversed,
  and now they are claiming I owe an additional $413.03.
  
  
  
  
  This math simply doesnt add up. In fact, based on these actions, it appears the company may owe me moneynot the other way around.
  
  
  Unless they can provide a clear, itemized breakdown that accounts for the full charge, the reversed credit, and their claim of a remaining balance, I consider this matter unresolved and the balance invalid.
  
  
  I request that all future communication remain in writing and that this issue continue to be documented through the BBB.
  
  
  Sincerely,
  
  ***** Music

  Business Response

  Date: 06/10/2025

  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: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:05/13/2025

  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.

  On May 1, 2025, I rented an Alamo car from the *********** at 11:30pm. I had a 1 1/2 hour drive to the VA border for a wedding the next day. About 12:15am, the car tire literally blew out and I almost lost control of the car. I a ma senior citizen with high blood pressure and my heart was pounding from fear. I was right at the *********, NC exit ramp on I-85N and I saw a ******* to I somehow got the car to the parking lot. I googled and found out that this was a very high crime area. I called roadside who told me someone would be there to help me (specifically about 70 minutes).After this time I called back and the Alamo person told me the vendor was on another assignment and I was next. I had received a text with the name of the vendor so I called the vendor directly and he told me that almost 2 hours earlier, he informed Alamo Roadside that he was NOT available and would not be coming to help me. Either I was dealing with pure lies or pure incompetence. At the end of the day, I waited until 4:30am and received no help from Alamo. I drove the car about 1/3rd a mile to a horrible hotel and slept for about 4 hours. I woke up and was told they had a car for me at the local Alamo and they would have the bad tire car towed. I called the local Alamo only to be told they had no cars. I had someone drive over 1 hour to pick me up for my son's wedding and I arrived 30 minutes before the start. I was naturally very upset and called again. Now I was told there was another Alamo 20 minutes from where I was going and I could pick the car up until 5pm. Shortly after I received a call from that branch manager telling me that again, she had no cars available and that roadside never should had made the reservation or promised me a car. The service and incompetency of the Alamo people was worse than a horror movie. The worst part was that NO ONE CARED. I ended up having to pay someone from the wedding to go out of their way to drop me off at the *********** May 2nd.

  Business Response

  Date: 05/21/2025

  Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve. Management awaits the requested documentation to issue the compensation offered.