Business Profile

Auto Rentals and Leasing

Alamo Rent A Car

Headquarters

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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

435 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:01/30/2023
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 booked a car rental on *********. The confirmation is ********** It’s for 340.49 euros for 11 days. When I went to pick up the car at ****** ******* ** ********, the agent at the counter said she was the local contractor of ***** and charged me 391.49 euros. This included the 15 euros charge on toll service. So they charged me 376.49 euros for the rental, which was 36 euros more than what I was quoted. She would not honor the price I had from **********
I called *****’s customer service 3 times in December 2022 and early January 2023 after I came back.

The first agent said she would create a ticket.

After two weeks of no response, I called again. The second agent said the first agent didn’t send the request. She would send it to the local agent at LIS and I would hear back from them via email. She also said it looked like the local agent charged me by the daily rate and not the weekly rate quoted.

Another 3 weeks passed and no response. I called again. The third agent said she didn’t know why there was no response, but she would create another ticket and send to her supervisor, not the local agent at LIS. I would get a call from her supervisor in the next few days.

Now another 3 weeks passed and no call no email from *****.

I’m asking ***** to honor the original quoted price and refund me 36 euros.
========
Itinerary

PICK UP
Wed, November 23, 2022
6:30 AM ****** **** ******* ***** ******** ******* **** AIRPORT
****** 1700-*** ** ************** ****** **** ******** ** **** **** **
****** **** ******* ***** ******** ******* **** *******
****** 1700-008 PT
**************
Vehicle

Compact Wagon
Toyota Corolla Touring Sports or similar

RATES & CHARGES

Vehicle
TIME & DISTANCE
€177.14
EXTRA - TIME & DISTANCE
€101.55

Taxes and Fees
AIRPORT SURCHARGE 23.58 EUR/RNTL
INCLUDED
GOVERNMENT RENTAL FEE 1.00 EUR /DAY
INCLUDED
VEHICLE LICENSE FEE 1.42 EUR/DAY
INCLUDED
STATE TAX (23%)
INCLUDED

Estimated Total

€340.49

Estimated cost in native currency
$351.56
Business Response
Date: 02/15/2023
Thank you for the opportunity to respond. The management team has reviewed the rental. The base rate charged for the rental was the same as the reserved price. A copy of the signed RA is attached.
Customer Answer
Date: 02/16/2023
Complaint* ********

I am rejecting this response because:

In the original quote from the website, all tax and fees are included. However, some of the taxes and fees are charged as additional in the contract at the pickup location. This leads to the discrepancy in price quoted from the website and the price I paid at the airport. See detailed quote from website below. If you list all the taxes and fees in the contract, you will see the difference.

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

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

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

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

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

********

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

********

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

********

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

********

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

*******

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

**********

***** *****
Initial Complaint
Date:01/29/2023
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 reserved a car through ****** for a total of $$208.48.When we got to the rental counter I aksed if there were any cheaper rates that included additonal drivers. The ****** reservation only included 2. He said no. I gave him the ****** reservation and we proceeded with what we thought was the ****** reservation. When we returned from our trip my AMEX was charged $488.72. I called Alamo and asked why. They stated that was how much the reservation was for. I stated no, I have the ****** reservation number right here with a price of $208.48. They replied and said that reservation shows the vehicle was never picked up. Obviosuly that was NOT the case. They said they would credit my AMEX but never did. I paid the $208.48 and disputed the rest on my credit card. I was told that the on site person at the airport "told a differnt story". I don't know what a differnt story would be. We made a reservation and they switched it to a more expensive one. The man at the counter was not very kind to us with regard to the additional driver and kept saying it is intended for a "husband". He could clearly see I was traveling with all women and when I said what if it is for my wife, and he laughed and said no its intended for your husband. Also not cool. I feel ilke he made a new reservation because he did not like us. It is very clear. Honor the ****** reservation, which is the one I gave him.
Business Response
Date: 02/02/2023
Thank you for the opportunity to respond. The customer has been contacted, and we apologized for the inconvenience across the board. Additionally, we refunded the customer the difference in her total price and her reservation price. The customer is satisfied with the result and will continue to rent from us.
Customer Answer
Date: 02/02/2023
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.

*****************************************************
Initial Complaint
Date:01/23/2023
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.
DATE: 12/21/2022. Confirmation Number or Rental Agreement Number: ********* 3RD EMAIL COPY BELOW-WILL NOT REPLY OR ANSWER PHONES Allegiant pays Alamo car rental when you bundle. ON 12/21/2022 we flew from *********** ** to *********** ** for an emergency as my brother had been put on a vent. we only needed the car from *********** to drive to ************* as it was the only way to get him at the hospital the same day. we used the car for 2 hours and returned in to ************* airport this morning, total of 12 hours we had the car, 12/22/2022 . We were told to contact management and we did in ***********/********** at the alamo car rental desk in the airport. however he gave a phone number of ************ and nobody will answer. This car was a bundle and only used for the emergency. As I indicated above, we paid Allegiant and they pay alamo, refund is due from alamo. I continue to get the run around and would like resolution .I am requesting a refund for the 3 unused days which is around $700 .Please help The manager assured they would make it right with us.Thank you
Business Response
Date: 02/09/2023
Thank you for the opportunity to respond. Management was able to follow up with the customer about this matter ensuring the customer they would get a refund. They are working to coordinate this refund. They will follow up with the customer as well again on this matter.
Customer Answer
Date: 02/09/2023
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:01/20/2023
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 reserved a rental car through ****** for 30 days, and then realized I needed to extend the rental one more day. My reservation was from December 10, 2022, through January 10, 2023. My rental agreement number was RA# ********* and I was anticipating a charge of approximately $2300. Yet, I was charged over $4,000 for a 30 day rental your company has yet to correct the incorrect double charge. The customer service is horrible and advised me that there was nothing they could do and that I should dispute the charge with my credit card company. This is not great customer service, and I am forced to file a complaint with the BBB you should not be able to charge me for a car that I only had in my possession for 31 days. I am asking your Company to immediately correct your error and charge me the correct amount, and remove the double charge off my credit card.
*** ******* **** ****
*** ****** ****
******* ** ****** **
Business Response
Date: 02/15/2023
Thank you for the opportunity to respond. Unfortunately, there was an error in the system which occurred during the rewrite of the contract. Management spoke with the customer and ensured that they were refunded.
Initial Complaint
Date:01/19/2023
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.
I rented a vehicle with them and unfortunately the vehicle was extremely dirty. Other than that the service was fine. I just wish the car wouldve been sanitized to do all the Covid and germs out there at this moment. I expect a full refund for the inconvenience of driving a vehicle that could potentially have had any germs or couldve caused me to get sick out of the outcome of not cleaning and sanitizing the vehicle.
Business Response
Date: 02/09/2023
Thank you for the opportunity to respond. Management spoke to the customer and sincerely apologized for the cleanliness of the vehicle. They are mailing the customer a check since he was highly upset and wanted a full refund. Once a told him we would take care of the rental and that we wanted his business back, he was very appreciative and appreciative of the solution.
Customer Answer
Date: 02/09/2023
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:01/13/2023
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 reserved a car rental on 10/20/2022 with reservation #*************** and was quoted $591.69 including taxes and fees at pickup that was on 11/21/22 in the Alamo in San Antonio airport. Monday 11/21/22 I picked up the rental car and was charged $706.69 but was not advised of the extra fees for adding my husband as a driver. The reservation was estimated from 11/21/22-11/27/22, I returned the car on Sunday 11/27/22 @ 5:30am before my 7:00am flight to Los Angeles at the Houston airport. I was told upon returning the car that the car was not in the system and it would take some time to enter it, I was not given any paperwork for turning the car because my flight was at 7:00am and I wasn't able to wait for any documentation so I recorded a video with the time and date as prof of return. I later review my bank statement and saw a higher fee of $820.25 and overcharged of $228.56. I called customer service at Alamo and was told that a refund would be issue for the difference but the associate was unable to do so. I was told that the car was returned days later than it actually was. I have my plane ticket and video to prove it was returned on the date and time I had agreed on. I was advised that they needed higher management to run the refund and I would be called back within 3 business days. I called today a week and a few days later and was told the same thing, I want my overcharge refund of $228.56 back into my bank account.
Location:
**** ******* ****

*** ******** ** *****
Business Response
Date: 01/25/2023
Thank you for the opportunity to respond. Area manager left a voicemail for the customer last week asking for a call back to inform her that are working on the refund but ran into a technical issue. The issue has been fixed and we also sent a follow up email informing her that a refund was processed.
Initial Complaint
Date:01/10/2023
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 from Alamo on 12/28/22, for pickup in **********, ** and drop off in ******, ** on 1/3/22. I was one of the unlucky people caught in the ********* Airlines cancellation mess. I was originally set to pick up at 10:30pm, my new flight arrived at midnight. I filled out info ahead of time to skip the counter and get my car. When I arrived to get my car, I was informed this was the last car in my rental group remaining. The car was a bit dirty inside, and covered in road salt outside. I noted to the booth attendant that there was a few scratches on the right front bumper, a ding on the back and it was covered in road salt. I was assured that it was noted The damage was hard to see, being it was nearly 12:30am and the car was again, covered in road salt. That being said, the scratches were minor and wouldnt really show well so I didnt take any pictures. After it was returned, now they have claimed damages and Ive gotten an email from the famous damage recovery unit, which if you ****** that, it appears to be a way for Alamo and parent company to make more money on their rentals. $175 for a 6 day, 1 day rental is very cheap. This is why, they will get you on the back end. So, now I have to fight these bogus damage charges. Never rent from them. Dont do it. I tried to note the damage, was ignored and now they are trying to charge me for it. Who knows how long that damage has been there (Ive seen no pictures from before my rental) and who knows how much money has been made off of this damage before me. Dont trust them. I never will again. My desired resolution is simple, I am not responsible for the damage to the car, I tried to note it at pickup, and was ignored. Remove the claim.
Customer Answer
Date: 01/11/2023
Pickup address was *************************************, 700 ********************************************************************************. Drop off location was ******************, 15 ****************** EAST ******, ** 02128.
Business Response
Date: 01/13/2023
Thank you for the opportunity to respond. Management has resolved this matter to the customers satisfaction.
Customer Answer
Date: 01/13/2023
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:01/10/2023
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 from Alamo at the ****** airport on 10/19/2022. I was with my mom and we were there for 2 days to see her brother on his death bed. We picked up the rental car around 8:20PM on October 19, 2022. There was visible damage to the car they issued us and we asked the rental agent if there was anything that needed to be done about that and she stated there was no need because they already had the damage documented. I told her I would take my own photos and a video to protect myself and she stated that was fine. So before we even entered the car we took some photos and a video of the damage. As we were leaving I asked the gate agent again if we were supposed to write it down or document the damage to the car and he stated they already had the documented damage from the previous renters.We went to our hotel and then the next day to visit my moms brother, my uncle and say our good byes. We then drove back to the hotel and got ready to leave for our trip home. The next day we filled the tank with gas near the airport and dropped the car off with no issues. It was October 21st 2022. The girl scanned the car in, I told her there was damage already on the car she said that was fine, and we proceeded to our flight home. I never heard a single word again from Alamo about the car until today, 1/9/23. I got a claim in the mail for $2171.68, for damage to the car. Included were photos of the damage. THE EXACT same damage I had documented on 10/19/22 in the Alamo parking garage at 8:26pm when we picked up the car and had not yet driven it. I have time stamps on my video and photos thankfully showing the damage already done before we took possession of the rental. I also had paid for full coverage of the vehicle through my rental and they didn't even acknowledge that I was covered. They should have filed a claim with the insurance company so that an agent there could represent me.
Business Response
Date: 01/11/2023
Thank you for the opportunity to respond. Our Area Rental Manager spoke to ************ personally and informed her that she is not responsible for these damages. They also apologized for the inconvenience this has caused her.

We will be handling these repairs internally and will address the management that processed this claim incorrectly.
Customer Answer
Date: 01/12/2023
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:01/09/2023
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.
I picked up a car from the ************* location on Monday evening, December 19, 2022. I started my drive up north Dec. 22, 2022 and got as far as **************. I emailed Alamo concerned about the car. The car was literally shaking and bouncing while in the cruise control and I could not go over 55 MPH even after turning the cruise control off. It had a repeating clank when accelerating and the brakes did not seem very steady. I've attached emails between me and Alamo. I started back up north on Christmas Eve, early in the morning. I was getting worried so I pulled off at the first exit and sat at a Love's truck stop waiting 3 hours for them to finally respond to me. They then told me since I took the vehicle out of state, they could not help me, that I had to call road side service (which I already had done). Road side service said they couldn't help me because it was the airport's responsibility. I was left to fend for myself. Not knowing what to do, I took the vehicle to the nearest Enterprise (which roadside service advised me to do. I drove 45 MPH on I95 with my hazards on. (The distress of that drive alone, still gives me a shake.) Luckily they had another vehicle for me and I left the broken vehicle with a young man named **** at the *******, ** Enterprise location. Then on December 29, 2022, I spoke with a woman named ***. She was under the impression I was given an entirely different car from the beginning. Apparently, the car I was given was tagged wrong. On the record it stated I had a black **** Escape, when in reality I was driving a red EcoSport. I have photos of that car because I had to send them to my Airbnb for my stay in ********. They weren't even aware of the 3rd vehicle in my possession. When I think of the fact I was being held responsible for a vehicle that was never in my possession concerns me even more. They need to be investigated. I shouldn't have been charged for that EcoSport. Please let me know how to proceed. Thank you!
Business Response
Date: 01/11/2023
Thank you for the opportunity to respond. An adjustment has been made to resolve this situation for the customer.
Customer Answer
Date: 01/11/2023
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:01/04/2023
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.
Rented a vehicle from Alamo Car Rental on 10/28/2022-11/12/2022, picked up and returned at the same time of day, charged for 18 days instead of 17 based on a 24-hour period, then on 11/27/2022-11/30/2022, charged for 4 days instead of 3, then on 12/8/2022-12/11/2022 for 3 days, charged for 4. History: We live on the island of *******, our vehicle was involved in an accident and had to be sent to **** to be repaired. ***************** ******************* alloted the use of a rental vehicle for 30 days for our claim. Car rental agency says that their policy chargers per calendar day for insurance claims. Is this legal or ethical? The bottom line is that we as customers along with the insurance company is being short changed on rental days by the way the rental company implements their policy. If a typical rental day is from 3pm-3pm the next day (24 hour) period, why is it that the rental company is able to charge the insurance company by calendar days. This I don't understand and am not in agreement. As a customer we are being cheated and not properly serviced for our money. We don't have much options here on ******* and we don't even know when we'll get our vehicle repair done due to national back order on parts. Thus we want to preserve our rental days as much as possible, every day counts in our situation. We have doctor's ************* grocery shopping etc to do and we don't have a vehicle. They are limiting the amount of days due to us. Can someone please reach out to us? Thank you very much, *****************************
#2 Airport Loop
**********, 96729
************
Business Response
Date: 01/06/2023
Thank you for the opportunity to respond. Management has contacted the customer and resolved the issue with them directly.

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Alamo Rent A Car is NOT a BBB Accredited Business.