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 - Serving Oregon

  9115 NE Airport Way Portland, OR 97220-1352

• 

  Alamo Rent A Car - Serving Alaska

  6450 Airport Way Fairbanks, AK 99709-4409

• 

  Alamo Rent A Car - Serving Alaska

  5000 W International Airport Rd Anchorage, AK 99502-0913

• 

  Alamo Rent a Car

  4850 Buffalo Trail Regina, SK S4W 1A3

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:05/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please reffer to attachment

  Alamo Car Rental, ********************************************************************; ************** 

  Business Response

  Date: 06/01/2023

  Thank you for the opportunity to respond. Our Area Manager in charge of this location has spoken with the customer and resolved the concern to their satisfaction. The resolution is a partial refund that the customer was expecting for service concerns.

  Customer Answer

  Date: 06/01/2023

  Yes I was contacted very quickly by the Area Manager who was pleasant and cooperative.  We have agreed to an amount to settle the dispute and I was waiting for it show up on my credit card before contacting you to confirm the arrangment.

  Customer Answer

  Date: 06/05/2023

  Hello,  The promised refund has hit my credit card.  The contact at the company went over and above to rectify this situation.  Thank you very much for your assistance in this matter. Without it, it woiuld have been very difficult to move forward

• Initial Complaint

  Date:05/25/2023

  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 15 passenger van from Alamo at the *************** on March 30 - April 2. I received a call from Alamo the morning I was supposed to pick up the van and was informed the vans had been recalled and were no longer available to rent. As I was supposed to drive a volleyball team around, they offered an alternative solution of 2 mini vans. It was supposed to be for the same price due to their inability to meet the reservation contract. I have been charged for both mini vans instead of the originally agreed upon $517.10. The second charge was for $593.41 and was in error. I have contacted customer service and their accounting department and either get hung up on or no assistance. The customer service has been awful and no one at the actual location ever answers the phone.

  Customer Answer

  Date: 05/26/2023

  Location of rental:

  Alamo Rent a Car

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

  2200 Rental **************************************************************

  Business Response

  Date: 06/01/2023

  Thank you for the opportunity to respond. A refund has been processed for the customer. 

  Customer Answer

  Date: 06/03/2023

  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:05/23/2023

  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.

  My rental agreement was for 12/26/22-12/31/22 and I got a parking ticket when I was down there for the rent a car. They write me in February and told me they would be taking out $130 for the citation. I was fine with that because I owed the money and went about my business. Now 3 months later I received the same letter they emailed the first time telling me they are charging it again. They took the $130 out for the second time and this time I dont owe the money. I have went through all the channels to get a refund for This providing all documents needed to prove this and everything and have not heard from anyone. And it is day 8. I need the money returned to me as to me $130 is a lot.

  Customer Answer

  Date: 05/23/2023

  ************* INTL ARPT
  14700 TERMINAL BLVD
  **********, ** 33762-2936
  **************
  

  Business Response

  Date: 06/02/2023

  Thank you for the opportunity to respond.  We apologize for the situation. We have researched this matter, and we did receive form the issuing agency and process the ticket twice in error.  We have issued a refund back to the credit card.  It can take up to 14 business days for the refund to be reflected. 

  Customer Answer

  Date: 06/02/2023

  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:05/18/2023

  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.

  We rented 3 vehicles from Alamo at *** from 1/4/23-1/9/23. All 3 vehicles were returned on schedule and UNDAMAGED to the rental car garage at ***. The minivan (Rental Agreement #*********) was returned on 1/9/23 and two males inspected the car and advised that we were good to go. Two days later, on 1/11/23, I received an email from the Damage Recovery Unit stating there was damage. There were no pictures of this so-called damage. On 1/12/23, I received an email which included pictures of the minivan OUTSIDE in a car lot. We returned the vehicle with NO DAMAGE in a garage. Since these pictures were taken outside, I can only surmise that the damage occurred AFTER we returned the UNDAMAGED vehicle and was caused by an Alamo employee. We have been advised that Alamo has cameras in the *** lot, but no one will assist us in reviewing the cameras to view the footage that will prove that we did not return the car with any DAMAGE. We requested an appeal since we did not cause this damage and it was denied, with no additional information as to why it was denied. I am requesting that the video be viewed from 1/9/23 when we returned the minivan to prove that we did not damage the vehicle, and the charge of $1,035.41 be removed from my account. 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 a significant number of vehicles and have never been mis-treated the way I have been with Alamo. Also, why is all communication regarding this issue done through email? I never received any letters in the mail or any phone calls regarding this.

  Business Response

  Date: 05/30/2023

  Thank you for the opportunity to respond.  Management spoke to the customer to inform them of the reversal of the claim and that a closed-claim letter will be sent. 

  Customer Answer

  Date: 05/30/2023

  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:05/15/2023

  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.

  I rented a car through Alamo from May 7 to May 15 using a union discount code. The pickup was scheduled for *** and return was at ***. The estimated charge at pickup was $519.59. Upon returning the car, I received a bill for $1089.24 which included a $446.40 excess distance charge! I was never informed of this charge during booking, pickup, or return. I did not even receive a rental agreement upon pickup that would have disclosed the expecting charges. When I contacted customer service, they claimed they cannot do anything because it was a contracted agreement for my "discount" code. If I were to not have used the "discount", I would have paid about half the price. I would like to request the fee be waived, or to charge the invoice without the "discount" code (i.e. market price).

  Customer Answer

  Date: 05/15/2023

  Hello,

  Here is the requested clarification for the rental locations: 

  Pickup at Alamo ******************* (***) - ********************************************************************

  Return at Alamo ********************* (***) - *******************************************************************************************************

  Please let me know if there is anything else you need.

  Business Response

  Date: 05/19/2023

  Thank you for the opportunity to respond. We have refunded the charges requested by the customer.  We have sent the customer an updated invoice reflecting the refund, and we have left a voicemail for the customer stating the actions taken.

  Customer Answer

  Date: 05/19/2023

  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:05/14/2023

  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.

  We rented a vehicle from Alamo in ***************, ** for spring break from April 1-8. On the 8th when attempting to drive back to the airport, the vehicle was dead. I called Alamo customer service twice, but they were unable to help because they couldnt find where i was which was ******************. I had to get my own service to come out to get the vehicle running (at a cost of $125) and was an hour and a half behind schedule following the vehicle trouble. As a result, we nearly missed our flight and were then charged extra for the late return and for not having filled the vehicle up with gas (stopping to due so would have resulted in my family missing our flight home). I filed two contact forms with Alamo regarding my concern, didnt hear back until a week later, and that was only to inform me they had submitted my request for reimbursement to the ************** office.I have had no response since, even when I advised I had not heard anything.Its been over month and Alamo still has not made any effort to resolve this issue.

  Customer Answer

  Date: 05/15/2023

  Location was Alamo rental at **************, ** airport.

  Business Response

  Date: 05/22/2023

  Thank you for the opportunity to respond.  A refund has been issued to resolve the complaint. 

  Customer Answer

  Date: 05/22/2023

  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:05/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding Alamo Rental RA: *********. March 15th to March 23. *******, **. Reserved through my credit card points: Total$721.67 Points Redeemed:48,111 I had to load kids and luggage 3 times in 3 different vehicles over an hour long ordeal to get out of the rental garage. This was due to the minivan that I selected and the one subsequently selected for me both had manufacturers recalls. The vehicles were not isolated in advance and we didn't find out until we were loaded up and trying to drive through the exit checkout.The manager we dealt with (I believe her name was Cha-Cha?) was very helpful and gracious throughout the experience. She gave ** a large SUV instead so that we didn't risk another minivan recall.She also said that I would be contacted within 2 to 3 days to arrange issuing a check for a refund of 3 days of the rental charge. This was because I had made the reservation with credit card points. No one contacted **** then contacted the tri-brand branch manager *************************** on March 24. I sent a total of 6 emails to ******* over March to May and recieved only 2 responses. On March 29 he said: "Sorry for the delay, I am currently on vacation and will be in tomorrow. I will forward this to someone who can assist to get things going for you." On April 24 he said " I will reach out again and update you tomorrow." I have not been contacted once by anyone from Alamo to resolve this matter.

  Customer Answer

  Date: 05/15/2023

  The rental location was the *** Airport location at *********************************************************.

  Business Response

  Date: 05/30/2023

  Thank you for the opportunity to respond. A check is being issued to the customer to resolve the complaint. 

  Customer Answer

  Date: 05/30/2023

  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:05/11/2023

  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.

  I paid for rental in advance for may 2nd to may 6th. When I arrived I was told my cc was going to be charged a $300 deposit even though I paid for the car upfront. I asked for Sirius XM on the vehicle which didn't work. I called customer service to let them know and they told me it would be reset...it was not! I called 2nd time and told customer service to remove the service from my rental. I was going to use music service from my phone. I return the rental on Friday one day early. Several days later I called customer service to find out why I haven't received my money back for the Sirius xm...i was told it takes couple days. 2 days later I was charged additional $361 on my cc. I called serveral times getting an answer of its our system and you will get a refund and I did not! I called today 5/11 around 4:45 pm and I was told that I returned the car on 5/7 which I DID NOT! MY husband was with me on 5/5 when I returned the car....he was my ride home. Now they have to investigate and maybe next week they will have an answer! All I want is my money back $361...no reason for this nonsense! I dont know what happened after left the car at the drop off but this is BS! Alamo definitely lost a customer!

   

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

  Business Response

  Date: 06/05/2023

  Thank you for the opportunity to respond. An Area Manager spoke with the customer and is actively working to resolve a chargeback on the account with the customer so that it can be updated and fixed. 

  Customer Answer

  Date: 02/21/2024

  On April 28th 2023 Prepaid for my rental and my credit card was charged $374.36. I rent the car and returned it on May 5th and it was due back on May 6th. On May 8th 2023 Alamo charged my card again $361.83. I have called customer service and the local office serval times to let them know I was charged twice. I even file a fraud claim with my credit card and Alamo said that I rented the car and didn't double charge me! I have went over proof of my credit card statement several time and no one will refund my money. They keep trying to send me a check for $57 saying over charge, that is unacceptable when clearly it is more than that! To this day no one has refunded my credit card nor write me a check for $361.83!! At this point I want all the money back but will settle for the over charge amount

  Business Response

  Date: 02/29/2024

  A refund for $194.97 was processed on 2/16/24.  On top of the refund for $150.47 from 5/8/23, this brought the total paid for the rental to $390.75 which matches the invoice total. 

  Customer Answer

  Date: 03/10/2024

  Alamo finally gave me back my money

• Initial Complaint

  Date:05/10/2023

  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.

  I rented a car on 11/17/23. They did not have the car i reserved available so they gave me a Jeep Wrangler at the same price. The first issue I called about an extentsion and found out I was being charged at a rate higher than what i was quoted, 2nd, I was almost run off the road and I found out the horn in the car did not work (called and spoke with ****** at alamo she noted the account and escalated-no resolution). Roadside did not have anyone to bring me a car and I was told to take the car back to the airport for a replacement. I was told not to worry about replacing the gas because of the issue. When I returned the car they did not have a car for me so I returned the car and asked them to adjust my bill based on the quoted rate. The agent could not make the changes so she called the manager, the mgr told her to leave the ticket open and she would make the changes when she returned to work. The manager did not check the car in until a couple days later and not only did she fail to adjust the rate, she checked to car in as if I had the vehicle up until the day she checked it in and added fraudulent charges to my Discover card. (the exact date i took the car back should be reflected in alamos notes). Called back after i was charged ******** that saw the notes and escalation # ******** was sent. I disputed the charges with my credit card company when alamo did not respond and Alamo provided discover with a fraudulent invoice that showed different rates from my original as justification of charges. My last call was to the corporate office on *************** and I spoke with ****************** in accounts payble. She read all the notes but was unable to adjust the account she then sent an email to upper management to have the issue resolved but again they never responded. Discover initally refunded the charges but reversed the credit after receiving the fraudulent invoice from Alamo justifying charges totaling: $1050.69 I am uploading the original contract and the fraudulent contract alamo sent to discover.

   

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

  Business Response

  Date: 05/26/2023

  Thank you for the opportunity to respond.  This issue has been resolved. We spoke with the customer and corrected the total price to honor the initial reservation total.
  The customer was happy to speak with us and stated that she will close the complaint she filed.

  Customer Answer

  Date: 05/26/2023

  I received a call from ***** in upper management after he received the complaint and reviewed my account. He was very apologetic and resolved the problem instantly. 

  Customer Answer

  Date: 05/26/2023

  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:05/09/2023

  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.

  I scheduled a rental for a compact vehicle and infant car seat from 8/11 - 8/15 2022 at the ***********; ************, ** *****. Confirmation # **********. After receiving the rental on 8/11/22 I was approaching my destination when my children started crying. Ants were crawling all over their face and body. I immediately realized there was an ant infestation in the vehicle. I called Alamo and they suggested I drive back to the airport to change vehicles. I told them I will not put my children and myself back into an ant infested vehicle, they need to bring me a new car. They offered to pay for a cab to take me back to the airport and will have the car towed. They informed me the cab will arrive the following day. On 8/12/22 the link they provided which was to pay for the cab was denied; stating it expired. Contacted Alamo again and they said there is nothing they can do and the vehicle I rented was already towed. They advised me to call myself a cab but they will not reimburse me. I called 7-8 times a day, everyday, trying to reach management. They refused to connect me. They also charged me for the rental I did not have. On 8/15/22 at *** airport, I spoke with a manager expressing how upset I was. I had no rental for my entire stay and no car seat. All activities/outings planned had to be canceled. She apologized for the companies noncompliance and offered me a free rental for 4 days with there sister company enterprise at my convenance. She also offered to put me on a VIP list with them. After returning home I never received a phone call/email. I have left numerous messages with both Alamo and Enterprise and they still refuse to connect me to a manager. Every representative can see my account, how many times I've called and the amount of manager requests. They continue to advise me the manager will call me back. It is now 9 months later and still no call back. I called every single day for a week in April and they are still refusing to assist.

  Business Response

  Date: 05/11/2023

  Thank you for the opportunity to respond. This issue has been resolved with the customer. A solution was provided and and the customer was happy with the resolution. 
  
  
  

  Customer Answer

  Date: 05/16/2023

  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,
  
  ***********************