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

Customer Complaints Summary

438 total complaints in the last 3 years.
191 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:08/14/2023
Type:Service or Repair 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 the ******* Airport ******* on May 30, 2023 through Priceline.com. I picked up the car (which looked fine, as a regular driver who was not trained in vehicle inspection), drove the car for the whole afternoon (to ******* downtown and *******************), it went fine. No accident happened and everything went well. When I returned the car to the car rental garage, there was a long line of car returning from many rental companies. I was instructed to leave the car there and there would be people taking care of it. This was how it was handled with everyone else around me. When I left, I checked with some staffs working at the rental garage and they ensured that it was okay for me to leave. No inspection was done during car return. On 6/9/2023, I received the first email about some "damage information" from a "damage recovery unit" at "ehi.com". In the email, they claimed that some damages were done to the vehicle I rented. However, in the email, no description was given about when, what or how the damage was like. In the following month, I have continouly received over 5 emails and physical mails over this matter, with no description being given on either of them. I am now highly suspecting whether this is a Internet scam, which lead by Alamo leaking my contact information, or a fraud, which conducted by Alamo. Eitherway, deeply dissapointed and want to warn everyone to stay away from Alamo.

LOCATION INVOLVED
Address: ***********************************************************
Phone: **************
Business Response
Date: 08/25/2023
Thank you for the opportunity to respond. A response is attached.
August 16, 2023

BBB

RE: Case# ******** **************
Alamo File No. 19726518

To Whom it May ********

Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ************. ************ rented a 2021 ****** Camry bearing ************ registration LZM2677 from EAN Holdings, LLC, dba Alamo Rent-A-Car in ******* International Airport.

At the time the renter took possession of the 2021 ****** Camry, the vehicle was determined to be rented without damage. The vehicle was returned with damage. Per the rental contract executed by ************, she is responsible for all vehicle damage which occurs during her rental period.

After reviewing the concerns presented by ************, 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

Customer Answer
Date: 08/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**************
Initial Complaint
Date:08/12/2023
Type:Service or Repair 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.
Declined Toll fees paid automatically with the Alamo Rental Car on 2/22/23-2/28/23. Was told to avoid charges I would have to open an account with the Illinois Tollway and add a credit card and dates/license of rental to avoid any fees, which I did. I noticed that Alamo charged my credit car for the 1 toll road I went on($1.50) + $25(fee)=$26.50. I called Alamo on 5/17/2023 @ 12:30pm PST. The representative told me that they would review the case, and a refund would follow if the investigation went in my favor. I have not received a refund to date, and think the representative was shining me on.
Customer Answer
Date: 08/15/2023
Location:
Alamo Rent A Car
*********************************
*******, ** 60638
Business Response
Date: 09/01/2023
Thank you for the opportunity to respond. We apologize that there was any delay in response. A refund of the $25 administration fee was processed as of 8/30.
Customer Answer
Date: 09/11/2023
Alamo resolved issue by refunding the disputed amount to the credit card that was used for the transaction. Thank you BBB
Initial Complaint
Date:08/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8-10-23 I rented a car from the Alamo ***** location. I used the surprise car to get a cheaper price, which I realize now was a big mistake. The employee seemed surprised they were renting the car out. When I got the car I noticed there was damage on the door and took a picture of the side. The car was in rougher shape. After driving this car on the highway with no issues for an hour and a half, I randomly got an ************ is reduced indicator on my dashboard and the vehicle would only accelerate at about 3 mph. I pulled over and eventually the car went back to normal but at this point the best option was to return to the nearest return area which happened to be only 10 minutes away at the *********** location. After returning I was told a new car would be ready shortly but instead I was told the manager found scuff marks on the very bottom of the car which isnt noticeable unless you are laying down. This of course was how I received the car, so this mechanical issue turned into the manager wanting to file an insurance claim. I now have a damage claim against me and am actively disputing this. This is negligence on a high scale and borderline fraud. It is disgusting that this can happened, always take full videos of the car when you receive them.

ALAMO CAR RENTAL
Address: *****************************************************************
Phone: **************

Business Response
Date: 08/25/2023
Thank you for the opportunity to respond. A response is attached.
August 22, 2023

BBB

RE: Case# ******** *****************
Alamo File No. 20011385

To Whom it May ********

Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by ************. ************ rented a 2021 Chevrolet Trax bearing ******* registration HKZT62 from ************************** of *******, LLC, dba Alamo Rent-A-Car in the ***************************.

At the time the renter took possession of the 2021 Chevrolet Trax, the vehicle was determined to be rented without damage. The vehicle was returned with damage. Per the rental contract executed by ************, he is responsible for all vehicle damage which occurs during his rental period.

After reviewing the concerns presented by ************, 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

Customer Answer
Date: 08/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me although I accept no fault of damage on my behalf.

Sincerely,

*****************
Initial Complaint
Date:08/09/2023
Type:Service or Repair 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 rental car. One was great with no issues. The other had graffiti and a broken door as well as door sensor. I was just charged again and would like a refund. I had several folks reach out and ask how my experience was and was told I'd get a call back from the manager, which I never did.
Customer Answer
Date: 08/10/2023
Address: **********************************************************************
Business Response
Date: 08/17/2023
Thank you for the opportunity to respond. The Area Rental Manager spoke with **************** yesterday apologized for the experience he encountered and provided compensation.
Customer Answer
Date: 08/18/2023
Complaint: 20449102

I am rejecting this response because: the fraudulent charge in August still hasn't been refunded.

Sincerely,

*************************
Business Response
Date: 08/22/2023
A refund in the amount of $53.50 was processed back to the customer's card on 8/14/23. A copy of the invoice was sent to the customer today, 8/22/23 by email.
Customer Answer
Date: 08/24/2023
Complaint: 20449102

I am rejecting this response because: this is related to the July charge and not the August charge. You are talking about the July charge and not the August charge. I was promised the unknown August charge would also be refunded. That August charge is $59.40.

Sincerely,

*************************
Customer Answer
Date: 08/25/2023
They have not refunded That August charge for $59.40.
Business Response
Date: 09/01/2023
An additional amount was refunded. The updated invoice is attached.
Customer Answer
Date: 09/01/2023
Complaint: 20449102

I am rejecting this response because: Please confirm when this specifically will be placed back on my card.

Sincerely,

*************************
Initial Complaint
Date:07/28/2023
Type:Service or Repair 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 the *************************** on June 22, 2023. I drove the car from the airport to my hotel which was 30 minutes away. When I went back to use the car again the transmission wouldn't go into drive mode. I called Alamo at 9AM and they said they would have it towed & they should be there within 1 hour. I called numerous times to check the status and they finally came at 6PM. I was on vacation without my husband and 3 children. So, as you can imagine this was a nightmare. Alamo said they would order me an uber and have them drop me off at the closest Alamo to pick up a new car. When I arrived, they didn't have any cars available. At this point I gave up and just used Uber the rest of the week. I never got a replacement car and just wanted a full refund. I called and emailed Alamo several times. They said they will give me a refund but still haven't after a month. The branch manager at *************, *********************, emailed me once asking if I switched vehicles. I responded to the email on June 25th and as of today he still hasn't responded or called.
ALAMO CAR RENTAL
Address: *****************************************************************
Phone: **************
Business Response
Date: 08/03/2023
Thank you for the opportunity to respond. Management contacted the customer to resolve the matter directly with them.
Customer Answer
Date: 08/04/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:07/26/2023
Type:Service or Repair 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.
We rented (Rental Agreement #: *********) a Chrysler Voyager from Alamo at ******************** Intl Airport from 7/12/23 - 7/16/23. The return location was ************** **************, ******* on 7/16/23. When we picked up the vehicle from the ******** Airport, we were asked to sign the rental agreement at the company's desk (we had not seen the car at this time). Vehicle had minor wear and tear that we could see, but no employee was available at that time to go over the vehicle. When leaving the parking area no staff was there to assist/check rental agreements. Proceeded on vacation in ************ before heading to *******. Drove to ************** to turn in a UNDAMAGED vehicle (in the same state we picked it up) between 3:50 - 3:55 for a 4 oclock drop off. Arrived with employees at the front desk but was told they were closing and we could drop keys in the box and someone would check it in tomorrow. When we left the vehicle in a public parking lot in front of Alamo it was UNDAMAGED (in the same state we picked it up). Nine days later, on 7/25/23, I received an email from the Damage Recovery Unit stating there was damage. There were no pictures of this so-called damage. Called the Damage Recovery Unit to get clarification of so-called damage and to dispute/appeal. Spoke to a very helpful woman *****, who said Alamo stated there were "fresh scratches" on the vehicle and damages were about $500. She then proceeded to give us the number to Alamo customer service representative. Spoke to Alamo customer service who was rude and told us that he normally takes pictures of his inspection before taking a vehicle and did not listen to our concerns / questions. We are honest customers who did not cause any damage and just ask that Alamo accept responsibility for damages incurred while the vehicle was in their possession. I have rented vehicles and have never been mis-treated the way I have been with Alamo.
ALAMO RENT A CAR
Address: ********************************************************
Phone: **************
Business Response
Date: 07/28/2023
Thank you for the opportunity to respond. A response is attached.
July 27, 2023

BBB

RE: Case# ******** *************************
Alamo File No. 19908112

To Whom it May **************************** accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by **************. ************** rented a 2023 Chrysler Voyager bearing ************** registration WRV428 from **************************** Southeast, LLC, dba Alamo Rent-A-Car in ******************************.

At the time the renter took possession of the 2023 Chrysler Voyager, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by **************, he is responsible for all vehicle damage which occurs during his rental period.

After reviewing the concerns presented by **************, 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

Customer Answer
Date: 07/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:07/26/2023
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.
Dear Sir or Madam,

I hope you can help me. On 03 May 2023 I received an invoice from ***** ********* ***** ******* over 5,041.66 CAD. I rented a car from 29 th August 2022 to 17 th September 2022. (Over a half a year ago and now I got another invoice). The rental over 3,265.26 CAD was already paid before the rental on June 22,2022 by FTI Touristik. On the airport we had a car class upgrade of 265,35 CAD completely and the amount directyl by credit card. I did not sign for any other services and they have not been agrred upon. Thus, there is no outstanding amount with Alamo.

I already tried serveral times to reach Alamo to solve the problem. I wrote e-mails and did not receive any answer or reaction. (used the e-mailadress whats written on the bill and payment reminders - ******************************* I phoned Alamo and reached the customer service. The customer service could not help me because they just see the invoice in their system. They gave me another number of the billing department but I can´t reach anyone there. I tried it serveral times but the fees to call from Germany are very high also. Now I will write them a letter but I don´t know what do do more. I hope you can help me to get in touch with the right person.

I am very wondering also that two invoices were sent with the same invoice date, same invoice number, but different invoice addresses. Even the invoice amount is not correct. Today I received a payment reminder via mail. The reminder is from the company: EAN Services, LLC (Toronto).

Do you think this could be a scam and someone got hold of my rental data?
I am very unsure and do not know what to do and hope you could help me.

Unfortunately, I could not give my correct phone number on your website, as I have a German phone number. The correct number is: *** *** ***** **** ***** *** ** ******** **** ******** ******* *******
Alamo Rent A Car
***** ** *** *** *** ******* ******

******* **** **********
Business Response
Date: 07/28/2023
Thank you for the opportunity to respond. Management responded to the customer and resolved the matter directly with them.
Initial Complaint
Date:07/25/2023
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 got a rental car on July the 4th a yellow Jeep CONTRACT NUMBER #********* INVOICE *********** AT **** ***** ***** AIRPORT. SINCE WE GOT THE CAR SO LATE IN THAT MORNING, WE WERE NOT ABLE TO FULLY INSPECT THE VEHICLE, THE NEXT DAY WE FOUND OUT THE CAR WAS INFECTED WITH COCKROACHES ALL OVER WE CALL TO THE LOCATION TO REPORTED BUT NOT ONE FOLLOW UP WITH US OR EVEN OFFER TO EXCHANGE THE CAR. WE RETURN THE CAR ON JULY THE 10TH I EXPLAINED THE GUY THE ISSUE HE ADVISED THAT HE DO A CREDIT BUT WHEN I RECEIVED THE FINAL BILL, I FIND OUT THAT WAS NOT ENOUGH FOR A LUXURY CAR BE INFECTED. AT THIS POINT IM LOOKING FOR FULL REIMBURSEMENT THIS IS NOT ACCEPTABLE.
ENTERPRISE RENT A CAR
******** **** ***** ***** ************* ******* ********* **** **** *** ***** ****** ****** ****

****** ** ************
Business Response
Date: 07/28/2023
Thank you for the opportunity to respond. Here is the response from location management:
"We really apologize for the inconvenience the customer had with Alamo at the San Juan Airport. We are fully refunding the total amount of the rental the customer had with us from the 5th to the 10th of July 2023. Please allow 2 to 3 business days for it to show on the account. We are very sorry for the inconvenience this may have caused."
Initial Complaint
Date:07/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car for 10 days in Anchorage AK. On the 5th day the car broke down, a brand new Rav4, and because we in wilderness areas we had to use the cars satellite emergency button to contact Toyota and that was when the nightmare started with Toyota linking us to Alamo and Alamo mostly doing nothing and telling us they could not help. I told them we had NO cell service and could not send or receive texts or phone calls and made this very clear. As we later found out, after that call, they tried to communicate via text. After sitting in the middle of know where for 4-5 hours we tried the car again and it started. It was overheating and the AWD was malfunctioning according to the alert notices. So, we proceeded, and after several miles it started again. We were able to get to a restaurant/cabin facility and got cell service. We were able to schedule a replacement car, but it was going to be the following morning, so we called a local car rental, and they came a picked us up and delivered a car.
Since then, I have been trying to get reimbursed for that car we rented locally and after 6-8 calls and promises they were going to take care of it, no calls back. It is now over 20 days since the incident and NOTHING!

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

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

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

********* ** *****
Business Response
Date: 07/26/2023
Thank you for the opportunity to respond. A refund has been processed for the customer.
Initial Complaint
Date:07/18/2023
Type:Service or Repair 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.
Reservation Itin# ************** Confirmation#: ********* Travel Dates: 7/2-7/8, 2023 Reg: Unfulfilled reservation/lack of disclosure I am writing to express my disappointment and frustration with a recent reservation issue at Alamo ****************** ******, ** Airport. I made two reservations at least a day in advance for a July 2 8 rental, which were confirmed in writing. However, upon arrival, I was informed that the reservation could not be honored due to an alleged error and limited inventory. No prior notification of car unavailability was provided. As a result, I incurred $94.78 in unnecessary cab fare expenses, traveling between the agency and ****************** options. I request acknowledgment of the company's failure, and two possible resolutions: reimbursement of the $94.78 or a credit towards my next rental. I trust prompt and professional handling of this matter within 10 business days. Contact me to discuss further.
Alamo Rent A Car
***************************************************************
************
Business Response
Date: 07/26/2023
Thank you for the opportunity to respond. A future credit will be issued to the customer by management.
Customer Answer
Date: 08/07/2023
??The business has responded and rectified the situation.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Alamo Rent A Car is NOT a BBB Accredited Business.