Business Profile

Auto Rentals and Leasing

Alamo Rent A Car

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

437 total complaints in the last 3 years.
195 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/05/2023
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.
I was over charged for my rental. I was given a price when renting with ******, when we arrived we advised there was two drivers. The clerk assisting us advised us since the rental was under my name we needed to note the vehicle was kept longer even though it was being returned 4 days earlier but we wouldn't be charged more. I was not shown any paperwork just given the paperwork after and noticed the rental was now under the other driver. We returned the vehicle on the day we said and was charged over $100 more than our contract. I was just charged again today for $27 in toll fees without any explanation as well. They have yet to acknowledge my request for reply and refund of my money.
Business Response
Date: 07/12/2023
Thank you for the opportunity to respond. The customer has been contacted, and we have refunded the difference in rate according to the reservation.
Initial Complaint
Date:06/29/2023
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 was accused of off roading in the rental and I was not and offered to clean the car myself. However, they denied and told me he had to charge me 200 then the bill was 257 and now It's 297 for a car wash which is expensive and ****** dramatic. We are good customers and I would like to settle this bill immediately
****************************************************************** ****
Customer Answer
Date: 06/30/2023
the price has chaged at least 3 times and my girlfriend said they sent her a message through bbb that the bill has been waived but we has failed to receive that document
Business Response
Date: 07/06/2023
Thank you for the opportunity to respond. Management contacted the customer, processed a refund, and sent a new invoice to them.
Customer Answer
Date: 07/17/2023
We accept the offer and the bill was adjusted and we appreciate your help
Initial Complaint
Date:06/28/2023
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.
We rented a car from Alamo (Res# *********) at the *********** ** Airport on June 22nd to be returned on June 25th at 3:00pm. . When returning the car on the 25th at approximately 2:45pm we mistakenly entered the Hertz rental area. I told the lot attendant we rented from Alamo and she directed me to park the car in a lane to be dropped off. She inspected the car and said we are good to go and we would see the receipt for the return in 5 minutes but that never happened. Alamo has since extended my reservation for another 3 days without any notice and charged me an additional $270. I have contacted Alamo on the 26th, 27th and 28th to explain what happened. Each time customer service has said they sent a notice to the ** ******** Alamo office explaining what had happened but the vehicle has not been located. I have never gotten a response back from anyone that they were even attempting to locate the vehicle. The additional 3 day reservation Alamo added will end today so I will most likely be charged again until this is resolved even though i reached out to let them know the car was returned albeit to *****. Not sure what else to do as Alamo customer service will not give me a local phone # so I can discuss this with them. (Alamo Case# ********)
Alamo Rent A Car
Address: ************************,
***********, ** 64153
Phone: **************
Business Response
Date: 07/03/2023
Thank you for the opportunity to respond. Management spoke with the customer and refunded the money to his card.
Customer Answer
Date: 07/03/2023
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:06/28/2023
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.
Alamo Rental is trying to charge me for a citation i know nothing about and have never heard of in my life. I had no issue with rental and turned in with full tank. They haven't sent me any proof or documentation where I was on camera breaking any laws. The day I returned the car an attendant said they were out of spots and he would park car he might have gotten a citation but it wasnt me so that needs to be taken off my account immediately because I owe them nothing and if I continue to get harassed I will report this to the DOJ for a full investigation because it cant be your employees are taking cars and getting citations and you charging it to my account. Send proof!
Business Response
Date: 07/03/2023
Thank you for the opportunity to respond. The customer can access the information on this violation at *********************************. Using the Invoice Number as the Violation number and Location of Occurrence number as a Pin (located on the email sent to the customer on 6/9) will allow them to view it. In case the customer has difficulty finding or viewing this information, a screenshot of the information provided by the issuing agency has been attached.
Customer Answer
Date: 07/05/2023
Complaint: ********

I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID ********, and I'm not satisfied that I didn't have a chance to fight this and was simply sent a bill. I will need 45 days to pay this ticket as I am a disabled veteran.

Sincerely,

***** ********
Business Response
Date: 07/12/2023
We do
understand the customer's frustration on this matter, however the City does hold the
registered owner of the vehicle responsible for all tickets. The City
does not give us the option to transfer the liability of the ticket into the
name of the driver, so to insure the registration of our vehicles are not compromised, we are required to pay these tickets. In the
terms and conditions of the rental agreement, it does state that the renter does
consent to the payment of any violations on the renter’s behalf without advance
notice. As a customer service gesture, we have waived the $25 administration fee on this citation.
Initial Complaint
Date:06/11/2023
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.
Unfortunately, I made the mistake of renting a vehicle from this company's Orlando, FL airport (MCO) location 6/5/23-6/9/23, rental Agreement #********* and Invoice # ***********. I paid $226.18. It is an understatement to say I was mislead and defrauded by this company...

When I arrived to pick up the vehicle, there was ONE compact car left to choose from. The care was extremely dirty. It smelled like cigarettes and wet dogs. When I used the provided sanitizing wipe to wipe off the door handle, there was, what appeared to be, dried blood on the cloth. At this point, I should've asked for a refund and went to another company. Foolishly, I kept the car.

Soon after leaving, I discovered the brakes were shot. Then, once it started raining (which it did every day of my trip) I discovered the windshield wiper blades were completely worn and ineffective. The car had trouble accelerating and made a bizarre noise when we drove above 40 mph. My friend who was with me is a mechanic. He said this was an obvious transmission problem.

Now, I cannot understand why a company would rent a vehicle in this condition and put customers' safety in danger. But the bigger issue is, I called SEVERAL times about these problems. I called the 800 number and the branch directly and received no assistance. I was sent to the voicemail of a supposed manager at the branch each of the four days I had the vehicle. I never received any response whatsoever. Had they responded and given me a different vehicle I wouldn't be filing a complaint. Since they didn't, I believe I was intentionally defrauded. Additionally, when I returned the car, I told the gentleman in the receiving bay about the problems, no return communication from management, etc. He gave me a number which directed me to the same voicemail I'd left four previous messages on! The service received and the condition of the vehicle I was assigned was completely unacceptable. I'm asking for a full refund or I'll have to take legal action.

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

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

******** ** ******** *********
Business Response
Date: 06/13/2023
Thank you for the opportunity to respond. Management called to apologize and notify the customer of a full refund but could not reach them. A voicemail was left and the refund is being processed.
Customer Answer
Date: 06/14/2023
Complaint: ********

I am rejecting this response because: I have received no voicemail or refund, whatsoever.

Sincerely,

**** *****
Business Response
Date: 06/16/2023
A full refund was processed to the credit card on file on 6/12/23. An invoice was sent to the customer's email address on file today, 6/16/23.
Initial Complaint
Date:06/10/2023
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.
Rented a car in Puerto Rico in 2021. Got a parking citation while there and paid it when we returned car to airport. Now in may 2023, we get a letter in the mail with an additional citation on the bill for same price $1000 and total amount due of 1,142.87. We were told everything was taken care of when we paid. So we try to call number on invoice we received, multiple times at different hours and no one picks up. We also sent email to one on invoice 2 weeks ago and no response. I tried to dispute it on their website, no response. We also emailed a different email from their website week ago and no response from that either. I called and the person I spoke to says they don’t see anything due but want to make sure since got mail two weeks ago and I’d get called back by supervisor within 24 hours. Of course that doesn’t happen so I call back and get escalated. I have no idea if this is a completely new citation for same amount or if the person I paid it with didn’t apply it correctly. Talking to escalation department on phone and doesn’t seem like they know anything.

Enterprise Rent A Car
**** ******** *********

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

****** ********** *********
Business Response
Date: 06/14/2023
Thank you for the opportunity to respond. Management is processing a refund and reaching out to the customer to notify them.
Initial Complaint
Date:06/07/2023
Type:Customer Service 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 var from Alamo in Montreal on August 31 to September 7th 2022. The rental was reserved through ***** ******* for weekly rate of $552.27. When I returned the car on September 4th, I was charged for $763.46. I complained to the clerk at the parking lot when I returned the car. He even said he will fix the issue and email me the correct receipt. I never received anything from Alamo in email. I called Alamo numerous times and was told their manager will get back to me with regard to this dispute. Weeks went by, so I filed a dispute for on October 7th and won the dispute on November 1st 2022 and got my refund.

Alamo has been trying to collect the money back since November 2022. There was a number on the collection letter but was out of service.

Finally after I refused to pay them the difference, they are now threaten to damage my credit history.

I just this company to stop contacting me.
Customer Answer
Date: 06/07/2023
The exact location which I rented the car from Alamo is:
******** ******* ******** *** ************ ******* ** *** ***
Business Response
Date: 06/29/2023
Thank you for the opportunity to respond. This has been resolved, and the customer has been removed from collections.
Initial Complaint
Date:06/05/2023
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 returned a vehicle back to Alamo rental car and they want to charge me and additional ****** to wash a car that is dirty and accused me of off roading. Which we did not. There was no salt on the car they just want to overcharge us
Customer Answer
Date: 06/05/2023
They are over charging for a wash and wanting to suspend my renting priveleges which is very unwarranted and is not clearly stated in the rental manual. Which did not occur
Customer Answer
Date: 06/12/2023
********************************************************
Customer Answer
Date: 06/12/2023
********************************************************
Business Response
Date: 06/29/2023
Thank you for the opportunity to respond. The cleaning fee is being removed for customer service.
Customer Answer
Date: 06/29/2023
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. Can I get the confirmation of this correction to my bill

Sincerely,

*************************
Initial Complaint
Date:06/01/2023
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 vehicle from Alamo through ********* on the dates on Saturday 20, 2023 to Saturday May 27, 2023 for an amount of $419, or $40 per day. This was a very good rate for the vehicle due to it being the slow season in Florida. On the following Saturday I called Alamo's 1-800 number to extend the rental because I was unable to have a direct phone number to the local office in West Palm Beach, Fla. The agent on the phone informed me that they lacked the capacity to extend the $40 per day rate through priceline, but not to worry, the local office that I rented the car from would be able to do so. However, upon returning the car the following Thursday, roughly 5 days after the original rental for a price of 419 I was informed that the local office lacked the ability to extend the rate as well. In addition, they informed me that the customer service agents that I spoke with are 3rd party agents and are not knowledgeable on Alamo/enterprise rental rules, so unfortunately I was misinformed. Now due to this error I was to be charged an additional $715 dollars, which would be the max rate for the vehicle, meanwhile, on Alamo's OWN site I would be able to rent the same vehicle, for the same amount of time for $356, which is LESS than half the price I was to be charged now. I would like to express what I believe to be predatory business practices, particularly my being a senior citizen of 79 years of age, and I would hope that Alamo would adjust these charges upon reading this complaint.
Business Response
Date: 06/09/2023
Thank you for the opportunity to respond. Management spoke with the customer and fully explained the situation. We provided an overall credit of $315.65 on the contract and the invoice was sent out.
Initial Complaint
Date:05/30/2023
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.
June 8, 2022 I picked up a rental truck at Alamo Rental Car (located at **** ******** **** ********* ** **) that was rented through June 17, 2022. My ex husband had passed away, in a remote area in Northern California. As executor I had to go settle his affairs/clear out the place he was living. It was horrifying. Think food rotting for weeks in an open fridge/other things I won't repeat. I felt responsible to clean up the space for the elderly landlord as she was not able to handle it herself. It took nearly 2 weeks w/lots of volunteer helpers. I was out of cell reception and ywas so focused on the disaster I was dealing with I didn't even realize it. About 7/20 (I don't remember the exact day...I will try to find my notes) I got reception and received a message to contact the rental car agency. I did, explained the situation, let them know that we weren't going to make it back to Los Angeles for awhile longer & asked for somewhere closer to drop it off. The lady arranged for us to drop it off at Enterprise Oroville. We arrived there and the manager wasn't aware of the situation but contacted my contact and it was supposedly all sorted. I provided him the death certificate and showed him pictures of what we had been dealing with and he said he would complete everything with Alamo to officially return the car for us. I got another msg 7/1 about the rental let them know I returned it and got a message back it was all "good to go." Today my personal car was put in the shop for a long term repair and the dealer has arranged a rental with Enterprise however I was told I am on a Do Not Rent list due to the aforementioned rental. I called all the numbers provided and none get to a human or get a rep who has no idea who to connect me to. I need to be put in touch with someone who can get this corrected as I need a car while mine is in the shop and Enterprise is where the dealer has their account.
Business Response
Date: 06/02/2023
Thank you for the opportunity to respond. The customer has been contacted and paid her remaining balance from the rental notated. The customer has therefore been removed from the Do Not Rent list and is satisfied and aware of the resolution. This is considered resolved.

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Alamo Rent A Car is NOT a BBB Accredited Business.