Auto Rentals and Leasing
Alamo Rent A CarHeadquarters
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
- 435 total complaints in the last 3 years.
- 195 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/15/2023
Type:Service or Repair IssuesStatus: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 reserved and rented a car on March 10-13 from Alamo rent a Car airport location In Memphis . I returned the car a day late due to a traveling delay . Upon returning the car I was told that the daily rate change because the rental was returned late. It was returned A day late normally it’s an increase in rate changes when it goes into 5 days then you are charged a weekly rate . In my experience you are charged for the extra time as long as it does not go into a weekly rate. I was told because it was returned due to unforeseen circumstances that the entire rental agreement becomes void and the price nearly double. The car that I rented did not have a full tank, the oil light was on. Alamo appears that it is adopting some enterprise business practices. The customer service reps were not helpful, I was told to come back tomorrow and speak to a manager, I do not have that type of time to travel 30 minutes to get this issue resolved. The reps stated he is going to tell what I told , so what is the purpose of speaking to a manager. I rent 4-5 times a year, I have never had a such an experience with Alamo.Business Response
Date: 03/29/2023
Thank you for the opportunity to respond. We fixed the billing to reflect the same price has the original reservation plus an extra day. We also gave small discount. The Area Manager left the customer a voicemail.Initial Complaint
Date:03/11/2023
Type:Product IssuesStatus: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.
Reported a lost (left behind items) to Alamos lost & found ***** on 02/26/23.It was 3 pieces of clothing that were left in the back seat of the car rental. The main item is a green windbreaker. nitially the response provided was that the items were not located. After I posted a ****** review of my experience, a reply was provided by ************** ***** asked that I contact their customer service department via email. I did and on 03/03 I received an email that my items were located. My original claim number was replaced with another claim number and started the process to have them returned to me. On 03/03 I completed the steps instructed to have the items returned to me. Alamo offered 3 ***** options to have the items shipped back to me. I choose the cheapest, $35.17. The cost was ridiculous but I wanted my items back. Ive called a few times to confirm the items will be shipped but the only thing the customer service rep can do, is send a note to the location to ask for an update. As of 03/11/23, per the ***** tracking number provided, the package has not been received by *****. There appears to be no escalation path available and a complete lack of accountability from Alamo. I would like an update from Alamo and the items returned.Business Response
Date: 03/16/2023
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 *********************** who rented a vehicle from
from Enterprise Rent A ****** of *************, LLC, dba Enterprise Rent-A-Car.
After reviewing the concerns presented by the renter, the Area Manager that oversees this location found the lost and found items, and returned the renter's belongings. At Enterprise 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,
Enterprise Rent-A-Car of *************, LLCInitial Complaint
Date:03/08/2023
Type:Service or Repair IssuesStatus: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 emailed three times between February 10th and February 14 regarding a rental that I supposedly made. I DID NOT rent a vehicle from Alamo. Upon calling, I was informed that the rental happened in ******. I have not been to ******. They provided me an agreement number ********* which was for a rental from February 8th to the 10th. The agent told me that she would have to have a manager contact me with more information on how this happened. I waited a few days and did not did hear back. I called several times and still no one has called me back. This is totally unacceptable and should not happen to people. This is very unfortunate and could happen to others. I still do not have an outcome as to how my email, account, and name were used to rent this car. AGAIN, I have not been to ****** in at least 40 years and have no plans to go in the future. Alamo customer service is very poor with no follow through.Business Response
Date: 03/10/2023
Thank you for the opportunity to respond. The request has been addressed with the customer and resolved.Customer Answer
Date: 03/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:03/08/2023
Type:Billing IssuesStatus: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 Alamo in ************ ** airport location on Dec 31 2022. It was a hurried trip to see my mother before she passed from cancer (death certificate available) My flight was very delayed due to weather and didn't get in until 11pm on NY eve, instead of scheduled 6pm. Thankfully, the Alamo agent stayed and I was very grateful for that. It was dark and late and I just did a cursory glance at the car and was in a hurry to get to my sisters. I stayed for about 36 hours, actually didn't use the car much at all. The morning of my flight on 1/2 I was very late for my flight and (my mistake now) didn't have time to check the car in properly, but left the keys with the agent and asked them to charge me for the little bit of gas I used.I received a letter from Alamo dated January 5th, 3 days after the car was out my possession saying there was $2500 of damage to the front spoiler, bumper and a "ripple" in the passenger door. ( $500 of that was "administrative" fees and "loss of use" fees)Speaking with Alamo went no where and I turned it into my insurance company. ****************** even said the dent in the door appears to be old damage. Alamo claims they tried to contact me on my cell phone but no call was received (call log available) nor did they try to email me. I feel nothing more than taken advantage of because of the situation and will never rent from Alamo or any of it's other companies again.Business Response
Date: 03/20/2023
Thank you for the opportunity to respond. We are working with the customer and resolved the issue.Customer Answer
Date: 03/24/2023
Complaint: 19558591
I am rejecting this response because: it has not been resolved, I have not been contacted by the business. My insurance company paid the claim, and I just got another bill from Alamo for $500
Sincerely,
*************************Customer Answer
Date: 04/10/2023
The issue has been resolved in a favorable manner.Initial Complaint
Date:03/07/2023
Type:Billing IssuesStatus: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 2/23/2023, I rented a car from Alamo at the ***************** Airport through 2/26/2023. I had a good experience except when it came time to contact Alamo to correct a billing issue. When I returned from my trip, I attempted to change the credit card on which the rental was billed. The reason was that I was travelling on business and it was to be charged to the business credit card, which is the only card authorized to be reimbursed. No personal credit cards are allowed to be reimbursed for business travel. The rental car was not authorized until after I completed my trip. I called Alamo Corporate and I was told they could not assist and I would have to contact the local Alamo facility at TPA, which did not provide a phone number, but only an email ********************************************************* I contacted the Alamo email address 2x, but have received no response. I would like the change the card on which this trip was billed immediately. Thank you.Business Response
Date: 06/15/2023
Thank you for the opportunity to respond. Management reached out this week to confirm that the customer's concerns had been addressed. They confirmed that they had been addressed.Customer Answer
Date: 06/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:02/22/2023
Type:Billing IssuesStatus: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 car dropped off got over charged.Never checked in right.Never got my discount.Half tank of gas been fighting to pay my bill for over a month.Business Response
Date: 02/28/2023
Thank you for the opportunity to respond. We have contacted the customer, and we will not be refunding them. The reservation was originally booked for one day but the customer kept the rental for 10 days. Customers card began to decline and did not provide new payment after being contacted. This rental was escalated to the **************** and once they were involved, the customer returned the vehicle. The customer was not charged for fuel, and they did receive a 5% discount on the rental. They left an outstanding balance of $1,244.40, and we are actively pursuing the customer for the outstanding balance.Customer Answer
Date: 02/28/2023
Complaint: 19447424
I am rejecting this response because:The car was returned on 18th not 20th.
Not my fault car was not returned properly.
Sincerely,
*********************************Initial Complaint
Date:02/17/2023
Type:Product IssuesStatus: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.
Recently I went to rent a car. They denied me and said I'm on the "do not rent" list. It was apparent why they wouldn't rent to me. I recently have been fighting off a fraudulent charge with my bank against Alamo.
On July 3rd of 2021 they charged my personal credit card $789.14. THIS WAS NOT AUTHORIZED. This particular car rental was under a reservation for a company I was working for. The company had an account set up for their employees to have rental cars during the duration of the job. The company was responsible for the rental car charges. Instead of charging the company's account, Alamo must of accidentally charged my personal credit card they had on file which they made me give them for incidentals. Once I found that invoice from Alamo in my spam folder in my email, I called Alamo right away. I spoke to very nice lady was apologetic for the wrongful charge and told me she will be sending me a full refund within 24 hours along w a confirmation email with a confirmation number by the end of the day. I waited a few days and I never received that refund nor did a receive a confirmation email. I called them back and was bounced around from customer service rep to someone in a different department. I was given conflicting information every time. Then I decided to file a claim with my bank. My bank tried to fight the charge but Alamo wouldn't admit to their fault due to something that I signed.
$789.14 was wrongfully charged to my card instead of the company's account. Now I'm on the No Rent list. Why am I being punish twice? I never received the money back that was charged to the wrong account, as promised, and now I can't rent from any of these car rental services!
I'm filing a claim with the BBB because I find this to be extremely unfair.
Company's Account Memo:
RENTAL CAR CONFIRMATION# ******
"Reservation is under your name or “******* ********”. The rental car system is under the “2.0” system. Please indicate that to rental
agent if any issues."Business Response
Date: 03/06/2023
Thank you for the opportunity to respond.
Management spoke with Ms. ********, and she understands that she will need to seek reimbursement from the production company she was working for at the time of the rental “******* ********”. The reservation was set up through Alamo, and the rental occurred in Jun/Jul of 2021 (1 year 8months ago). We do not have direct billing with accounts on the Alamo Brand, so it appears the travel agency or renter booked the reservation through the wrong brand. It should have been booked through ******** or **********.
Ms. ******** is aware she is being removed from DNR as the balance was paid by her and she wants to be able to rent vehicles as she travels for work.Initial Complaint
Date:02/17/2023
Type:Billing IssuesStatus: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 from alamo for 19 days, i called to extend it twice. First time they gave me a monthly rate, which totaled at $1,900. my original rate was *****. I called again for another extension and the rep told me that he can extend it for me at the same rate - gave me a total of $379.17 from the 9th-16th, i was going to book through ****** like my original booking and he told me no, book through him and it would be better rate, he told me that someone from the airport rental would be calling me to confirm everything, never heard from anyone. I called 3 more times. nothing. Now i call again to extend it and because i had a random $500 charge on my card and the lady tells me no, the rate is going to be $83 per day, not what he told you. He gave me a reference # and she told me that doesnt say anything about the rate. This is literally a scam at its finest. Someone needs to handle and deal with this.We had issues with the car, the front left tire kept going flat, i put air into it over and over again. I called alamo customer service, they told me to go get the tire fixed and we cant do anything about it. I called to see if roadside assistance was available and she told me no, go to an alamo or enterprise and see if they can switch it for the same type of vehicle, i asked if they dont have it what do we do? she said then we cant do anything about it. This is how alamo treats their customers?confirmation # ********** Reference#********Business Response
Date: 02/22/2023
Thank you for the opportunity to respond. The customer has a second rental with us and is requesting the charges be matched to the first rental agreement which we will change/honor. He also requested an $11 credit for a tire patch issue.Initial Complaint
Date:02/10/2023
Type:Service or Repair IssuesStatus: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 booked a rental car through Alamo and chose the options of one infant car seat and two toddler car seats (NOT booster seats). After we reserved we received email confirmation and suddenly the toddler car seats became booster seats, which our children cannot sit in safely. We called Alamo nearly 2 dozen times and each time they refused to get us in contact with someone at LAX to explain the car seats to ensure we chose the safe option for our children. the escalation team was worse and condescending to say the least. They would describe for me what the definition of an infant car seat is and a booster seat, but refused to describe a toddler car seat, explaining that "inventory is changing all the time so they can't give a definition for that one car seat option" because they are not on-site, yet they had no difficulty with any other option. They also did not care that our reservation was changed without our consent and refused to assist in any manner.Business Response
Date: 02/28/2023
Thank you for the opportunity to respond. The customer has been contacted and the difference in rate has been refunded from his rental with us as requested.
We have also identified the issue with not being able to book a toddler seat and have addressed and fixed this booking issue.Initial Complaint
Date:02/07/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a vehicle from Alamo Car Rental in October, 2021 at **********, **. While I was using the vehicle, I parked in a city parking lot in ********, **. When I left the lot, the unmanned kiosk would not accept any credit cards. I drove out without paying. In December 2022,---12 months later-- I received a bill from Alamo that I owed the parking fee of $25, as well as $100 in late fees. I never received any notice of this citation. I would have paid it immediately, Alamo did not pay the citation until all the late fees had accrued almost one year later. I finally got a letter in December showing this debt to Alamo. It had not been sent to my mailing address, but instead was sent to my physical address. I assume any previous mailings were not delivered to me, and had been returned to Alamo. I contacted ******** ********************** who told me in writing that the original payment of $25 would suffice payment for their citation. Alamo would not remove the late fee charges, even though I supplied a written letter and argued that I had no notice of the late fees which were accrued, and the citation should have been paid sooner than a year later! They refuse to lower my debt and I assume the next time I rent a car, I will be charged this fee or it will be turned over to debt collection.Customer Answer
Date: 02/07/2023
I rented the car at ******************, **********, ************. Rental agreement number was *********. I rented the vehicle from 10/24/2021 until 10/30/2021. I was notified of past due citation and late fees on Dec 23, 2022. I was told to pay the citation at www.alamo.com/citationpayment.
This has all been handled online through email correspondence: ************************************ <***************** . ********** ********
Please let me know if you need any other information. Thank you.
Business Response
Date: 02/15/2023
Thank you for the opportunity to respond. A partial refund was offered to resolve the matter, and the customer was notified by email along with an explanation of the situation. Here is the text of the email which was sent to the customer:
"This matter has been forwarded to me for research by our corporate office. In researching this matter we do show that the City does leave a physical ticket on the vehicle at the time of the violation which,in situations like this, will allow the driver to dispute the ticket with the City. If the ticket is not resolved in the first 30 days the penalties are added, and a notice is mailed to the registered owner. It appears that the notice that would have been mailed to us got lost in the mail, we did not receive notice of the ticket until December of 2022 and additional penalties have had been added. At that time we did submit payment to the City in order to ensure the a hold would not be placed on the registration of the vehicle. We do understand your frustration on this matter, as a courtesy we will waive the cost of the penalties and only bill for the original cost of the ticket which is $25.00.
We do apologize for any inconvenience this matter has caused. If you do have any additional questions on this matter please let me know."Customer Answer
Date: 02/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.As I stated previously in my complaint, I did NOT receive any ticket or notification until over a year later. It seems that Enterprise did not read my complaint closely. I do accept this resolution on the stipulation that I am contacted by Enterprise and charges are removed from my account. Thank you for your assistance.
Sincerely,
***********************
Alamo Rent A Car is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?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.