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 Rental Inc.

  232 Hill St Portland, MI 48875-1823

• 

  Alamo Car Rental

  500 Aviation Pkwy Ste 15 Greer, SC 29651-6650

• 

  Alamo Rent A Car - Serving Oregon

  28801 Douglas Dr Ste 7 Eugene, OR 97402-9528

• 

  Alamo Rent A Car - Serving Alaska

  1873 Shell Simmons Dr Ste 104 Juneau, AK 99801-7001

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:05/02/2023

  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 car with the Alamo ************** at *********** March 21, 2023.Chrysler Pacifica 2021 License Plate: ******* Odometer: Over 30K Condition: Fully scratched from both sides When we retuned our car back, Alamo charged us first of all as a total loss damage, but after our initial conversation - they charged us $392.60 Question: Why they are doing such scam? Why that company generate money in such rips off way?Who gave them such rights to apply charges for a faulty damages. Me, my husband and two underage kids, spent 5 days in ******** and you think I will put my family and kids at risk to drive them in reckless way?Why there is no camera at FJK Rental facility to monitor condition of the cars in and out?Why we were waiting initially to pick up our car around 30 minutes and they gave us compliantly scratched car with no working back up camera? To hold a rental car company liable, we will show that the rental car company acted negligently. To prove negligence, there must be a breach of duty of care by the rental company and the accident must have resulted in harm that would not have occurred if the rental agency had acted diligently. Claim Number: VX24Z21ZX

  Business Response

  Date: 05/05/2023

  Thank you for the opportunity to respond. The customer is aware that we are not pursuing for damages on this claim. An email confirmation of this was sent to the renter.
  
  

  Customer Answer

  Date: 05/05/2023

  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:04/28/2023

  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.

  My husband rented a car. He accidentally left his black engraved Yeti rambler in the middle console. As soon as he got home he realized and filed a missing item report. This was 15min after returning the vehicle. Alamo repeatedly states they never found the bottle. There is no way. It was left and we filed a missing item report right away. I have called three times with no return call.

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

  Business Response

  Date: 06/14/2023

  Thank you for the opportunity to respond. Management spoke with the customer and addressed their concerns. 

• Initial Complaint

  Date:04/27/2023

  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.

  I am currently having with Alamo. I'm Army veteran currently on a vacation with my autistic son and my Aunt in Colorado and I rented a car in Aspen. While on my vacation I took my child sight seeing and on the Mt. A snow storm hit. My aunt is a good driver however it was a total white out and impossible to see.
  While on a Mt in a white out in a small 2 wheel drive we get a system malfunction that the brakes where out. We began sliding. We where an hour and half from our hotel.
  We had to pull over on the bottom of the Mt. And pulled into a off road gas station. We call the companies roadside assistance. To make a long story short.the company left us in a snow storm for 5 hours. My autistic child started to have a melt down being trapped in a small car.
  The company for 5 hours said they would send a Uber or taxi but never did. It was the kind tow truck driver who ebed up contacting a ride for us. But the rental car company was trying to make us pay up front for it after telling us they would pay to get us home. A lyft back to our hotel was 500.They only agreed to pay for a ride home when they realized my child's condition was going to turn dangerous.When I got to the car rental place at the Montrose airport there was NO car replacement for me. No way for me to get back to my hote. the runn around now for 3 days. I was told to call the Manger Carlton at the Montros airport and he told me I'm responsible for the tow there nothing wrong with the car and I can't rent a new one until that one comes back from the service station. When I ask to talk to the manager because we want to cancel this car. He said NO and he the top manager. I'm shocked appalled how this is how military Veterans are treated and that a company could put a disabled child out in the cold in miles away from home.I only asked the company to wave two days I lost and not charged me for a tow for a car that told me had brake issues.

  Customer Answer

  Date: 04/27/2023

  Has been resolved by the company 

  Customer Answer

  Date: 04/27/2023

  Has been resolved the company made it right 

  Business Response

  Date: 05/04/2023

  Thank you for the opportunity to respond. The customer will not be responsible for the tow, and we wrote off two days of the rental for the inconvenience.

• Initial Complaint

  Date:04/27/2023

  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 from ****, ** at Alamo rent a car when I had to update my billing information to extend my rental I had to go in a Alamo which was 2 hrs away from where I was at at the time of the rental so I drove to nearest location to update my card on file with them which was *********, ** and I told them what I was doing and the best way to go about it was to cancel my current contract and get a new one out of ********* but I told them more than likely I would return this to **** where I originally rented the car I was told thats fine. So when I returned the car to mess I was hit with a $809 bill for not returning to the same location as I rented it. So I called the customer service waited for a manager to call me from ********* to tell me I will be getting a full refund to only get a email from Alamo accounting that I would only be getting half. I have since called 8 times to have it escalated and I have never gotten another call back or an email since. This has be 4 months now trying to get them to rectify the situation.

  Business Response

  Date: 05/03/2023

  Thank you for the opportunity to respond. A refund has been processed.  As of today, *************** was waiting to confirm that the refund had gone through and will be contacting the customer to confirm. 

  Customer Answer

  Date: 05/05/2023

  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:04/26/2023

  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.

  I am writing to you regarding my recent car rental experience at ****************************************. I made a reservation for a mini van on April 14th with the confirmation number **********. As my schedule was very tight, I chose the "skip the counter" option and uploaded all my information in advance to save time.Upon arriving at the airport, I went straight to the car lot and took a ***** Odyssey, which was the only decent mini van available at the time. However, when I reached the exit booth, the agent informed me that the car was subject to a recall and I would not be able to leave with it. I was extremely upset and frustrated as this caused a delay and jeopardized my meeting.After returning the car to the lot, I found that there were no more mini vans available. When I brought this to the attention of your staff, they apologized and offered me an upgrade to a ***** Passport to compensate for the inconvenience. I was grateful for the gesture and proceeded with my trip.However, when I received my credit card bill, I was shocked to see that I had been charged $912.11, which is more than double the original quote of $408.91. This discrepancy is unacceptable, and I request that you reduce the charge to the original amount without any delay.I urge you to resolve this issue promptly as I do not wish to dispute the charge or file a claim with the BBB. I have been a loyal customer of your company for several years, and I hope that we can resolve this matter amicably and maintain a good business relationship.Thank you for your attention to this matter.Sincerely,*********************

  Business Response

  Date: 05/03/2023

  Thank you for the opportunity to respond. Local management has spoken to the customer, and they have come to a resolution. 

  Customer Answer

  Date: 05/03/2023

  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:04/09/2023

  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 rented a vehicle at the Buffalo airport on March 21st and returned it to the BWI airport on March 23, 2023. The Alamo receipt is attached from the 23rd reflecting the rental fee, no fault damage insurance fee, taxes, etc. It was a very confusing drop off location and a long, crowded garage return line. That said, the process went very quickly. The BWI Alamo agent was lovely. I gave her the keys and asked if she needed a copy of my rental policy. She did not, pulled the information up, looked it over, even commented that I purchased the no fault damage insurance, told me that I was good to go, sent the receipt via email, and pointed me to the garage exit as I did not know where to go.
  
  On April 1st, I received the attached letter about damages to the vehicle with a blank incident form to complete? Confused and unaware of any damage to the vehicle occurring during the rental period, I wanted to contact customer service.
  
  While looking up the Alamo customer service contact details, I found many complaints like the examples attached. This appears to be a common practice at the BWI Airport Alamo Rental Car Return location.
  
  I sent Alamo's Customer Service department a complaint email on April 5th, as they should be aware that this is occurring. It is very disheartening and not a good business practice. Customer service responded today that they don't handle these complaints. I need to take it up with the damage department.
  
  I took my mom to New York State to visit with her aunt, who has ALZ. This may be the last time they see one another while her aunt is still able to communicate or is even alive. It was a lovely trip and meant a lot to my mom, my aunt, and my aunt's family.
  
  I will add that Simeon, Alamo agent in Buffalo, was wonderful. He was very personable and helpful.
  
  This damage letter sours what was a very meaningful and positive trip. No incident of damage occurred during the rental period. Drop off agent said I was good to go and sent the receipt.

  Business Response

  Date: 05/04/2023

  Thank you for the opportunity to respond.  Management spoke with the customer to clear up communication regarding the claims process. They made the customer aware that they will not be held accountable for any damages on the vehicle.

• Initial Complaint

  Date:04/04/2023

  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.

  My identity was stolen in 2022. Someone rented a car and totaled it with Alamo. I filed a police report. It took months, with lots of threatening emails and mail received about being held accountable for a car I did not rent in a state I have NEVER been to. I finally received a letter that the charges were being dropped. Now, I am stranded in Lihue. I am unable to be added as a driver to the ******** ****** car my husband has because I am on the "do not rent" list. Even though this was supposedly resolved months ago. While my husband works all day and carpools with other colleagues, I cannot use the rental car as expected. I am being told there is a process to remove the "do not rent" information and could take weeks. I have called multiple departments, filed multiple reports, and am not getting anywhere. I just filed a complaint with the FCC and BBB. I would appreciate assistance in addressing this, as it has ruined my vacation to Hawaii.

  Business Response

  Date: 04/07/2023

  Thank you for the opportunity to respond.  We have spoken to the customer and resolved the DNR issue.  We removed *** ******* from DNR and communicated that to her. *** ******* was appreciative that we called to inform her.  Management gave *** ******* their cell phone number should she have any further issues.  *** ******* is going to follow up with us when she gets back from vacation. 

• Initial Complaint

  Date:03/24/2023

  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 tried checking on my reservation today and because of different accounts with multiple emails I ran into an issue. I had to call ALAMO for assistance. The agent found my reservation under my ****** email.
  Now since I have been located, I asked to remove the other accounts that I have with Alamo.
  She couldn't assist so I requested for a supervisor, a guy came to the phone and I told him how many emails I have and used to reserve a vehicle. He found two but there's more and before I could provide the emails for the other accounts, this supervisor DISCONNECTED THE CALL. I guess he didn't feel like assisting me anymore.
  I have had this confusion or mix up with accounts, reservations and emails in the past and so has the agents.
  Removing emails or accounts with those emails would be helpful.
  My complaint is due to POOR CUSTOMER SERVICE from a member of Leadership who should know better to not disconnect calls on people.
  He had my number so if the disconnect was by accident he could have emailed me or called me back.
  Now the reservation I do have is being canceled.
  I rather give my service to a company with people who's not going to treat me poorly.
  I currently have 6 ALAMO ACCOUNTS WITH 6 ALAMO INSDER NUMBERS.
  Two phone numbers.
  That supervisor disconnected my call today 03/24/2023 at 2:03 PM PST.
  
  I called back and an agent transferred me to ESCALATIONS since I asked to file a complaint with a supervisor.
  The guy who came to the phone today wasn't allowing me to share my information. He quickly used what he thought he had and then said, I don't see any other active accounts in your name.
  I replied that is because you haven't asked me for anything to help you find these accounts!
  Then he said, so I put in your feedback and sent it to that supervisors manager to review the call.
  Is there anything else I can help with?
  He disregarded his LACK of assistance.
  Since I have 6 emails he never confirmed and 2 numbers,
  HOW did he help?
  HE DIDN'T!! Poor Customer Service

  Business Response

  Date: 03/28/2023

  Thank you for the opportunity to respond.  We apologize that this was the customer's experience.  We have researched the call, and it was not purposefully disconnected. Agents unfortunately cannot dial out to reconnect with customers. Our secondary agent immediately offered to pass this feedback along to ensure that it was reviewed and handled appropriately. The initial agent was making every effort to find the customer's accounts and manage them at the customer's request.  The secondary agent also took appropriate information to find additional accounts.  He checked both phone numbers and the customer's name.  Reviewing our system, there is now only a singular existing Alamo Insider account under this customer's name. We do see that there were accounts that have been deactivated with emails that the customer mentioned. At this time, it appears that the customer's request has been completed. 

• Initial Complaint

  Date:03/23/2023

  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.

  This was the email I formalized with the Company on January, 24th 2023:Hello Alamo, Good Morning. I need your Help. Hotwire Itinerary: ********** Alamo confirmation code: ********** Driver name: *********************************** Pick up: Fri, Jan 13, 2023 6:00 PM ********** Intl. Airport, DSM Drop off: Sun, Jan 15, 2023 6:00 PM ********** Intl. Airport, DSM I made this Reservation via Hotwire for a Car Rental at the ****************** location on January, 13th 2023. According to the Hotwire reservation records, I had previously completed the payment at their website. Although, when I showed up to pick up the car at the Alamo's Counter, the person that was there made a couple of mistakes and stated that ******* had not sent to Alamo, the payment confirmation, and forced me to pay an extra US$ ******. In another words, on top of everything I had already paid to Hotwire, I also had to pay extra US$ ******. I would like to request the Refund for all wrongful charges. My experience with both companies has been nothing but painful and traumatic.

  Business Response

  Date: 03/24/2023

  Thank you for allowing us to respond to this customer concern. Our Area Manager, ******, reached out to the customer, and we have refunded the amount the customer requested. The customer was happy with this solution.

  Customer Answer

  Date: 03/31/2023

  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:03/21/2023

  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 used ****** Travel to reserve a Intermediate SUV on March 10th (see attached) The quote was 391$ and change. When I arrived at the airport on Sunday the 12th, I choose a compact SUV (per the description on the included detailed invoice, provided by Alamo: attached) I had the vehicle from Sunday to Wednesday, brought it back full and was charged double the quoted amount. I phoned Alamo and said that it appeared I was charged double the quoted amount. (701$ after I reminded them of the ****** discount.) They sent me a detailed invoice which proved my point, but only after I had talked to two customer service agents. They both could not help and talked with the managers' whilst I waited; nothing. Alamo's practice is to allow folks to just hop in the car and drive away and pay as you exit; thus I did not know what had been done until I checked my credit card app and found a 949$ hold from Alamo. I would not have documented my complaint here if Alamo would have made more effort to see this as an egregious oversight.

  Business Response

  Date: 03/28/2023

  Thank you for the opportunity to respond. Management spoke to the customer and has resolved the issue.  A refund was issued. 

  Customer Answer

  Date: 03/28/2023

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