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

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

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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:01/04/2023
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.
Booked a trip to Pensicola Florida through *********** in 1./2022. It included hotel and car rental forApr 23, 2022 toApr 30, 2022. Failed to notice during booking that car pickup location was different than flight location of PNS. Person at alamo counter was very professional, Showed all documentation regarding the booking through ********** and was supplied a compact car for my stay. There was supposed to be no charge, since it had already been paid in January to *********** via ***** ******** ****. Car returned without incidence, no problems. Received a bill of 354.63 from Alamo August 31 2022 on my ***** ****. Spent many, many hours on phone with Alamo billing, *****, and ***********. My ***** credit card agrees with this as does ***********. I never agreed knowingly to be charged this for a car rental that I thought it was completely paid in January. I have the invoice from *********** and a dispute letter from ***** **********. Contacted Pensicola directly and was supposed to be contacted by a manager several times, No reply. Keeo recieving emails form Consumer Collections Department-EAN Services LLC regarding Rental Agreement #: *********
Rental Date: 04-23-2022
Amount Due: 354.63 USD
Very very threatening emails. I need this resolved and an apology for this type of unethical bussiness behavior.
Business Response
Date: 01/10/2023
Thank you for the opportunity to respond. Management waived the $354 for the difference in pickup locations. The customer is now completely satisfied
Customer Answer
Date: 01/11/2023
Complaint: ********

I am rejecting this response because: I appreciate the follow up. However, just recieved another notice from consumer collections department EAN Services LLC regarding the charge. I requested formal correspondence from them via email or mail that they acknowledge no balance due and no credit or service concerns.

Sincerely,

******* *******
Initial Complaint
Date:12/16/2022
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.
Alamo Car Rental reservation made 6/12/22 and repaid total $1702.42 with Discover card. Confirmation number **********. Picked up from ************, ** airport on 8/6/22 and returned to ********************** on 8/20/22 as per reservation. Upon return of the car, we simply dropped off the car and turned in keys at the desk. No receipt was given to us and no indication of any change in charges. Then, I saw an additional $433.21 dated 8/22/22 (2 days after car turned in) was charged to my card! I was not notified of any change in the rental fee, nor did I authorize further payment to Alamo. I called Alamo customer service 3 times in August and September to try to resolve the overcharge and each time talked to someone different and received the runaround each time saying that they would would send it to the area manager for refund request. I waited each time for response.... NOTHING. I then emailed them on 9/22 and got a response on 9/28 apologizing saying, my prepayment was for 1 week at $844.45 and the additional 7 days at $70.38 a day for $492.66 for the additional week. However, upon return the branch instead charged $844.55 for both weeks and went on to say, "We will definitely forward this to the appropriate department....and the branch will follow up with you in regards to this matter. I NEVER HEARD ANYTHING AGAIN FROM THEM. This change in rental terms resulted in the $433.21 overcharge to my account. I am disgusted and dismayed at the poor customer service department and follow-up of Alamo to rectify this! I am requesting the refund to me of $433.21.
Business Response
Date: 12/20/2022
Thank you for the opportunity to respond. We adjusted the contract and refunded the card on file $434.04. Management is also reaching to the customer to inform them of the refund being processed.
Customer Answer
Date: 12/23/2022
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.
They did refund the $ ****** that I was asking for.

Sincerely,

*********************************
Initial Complaint
Date:12/15/2022
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 attempted to rent a vehicle from Alamo at ****************** ******* location on October 27, 2022.

I made the reservation through a third-party website, *******, and was given itinerary# ************** for pickup at **** ****** *** ****** **** ***** ******* *******. Pick up on October 27th and drop off October 30th. Upon landing in ******* and making my way to the rental center at the airport, I received the printout which is attached from the extremely rude worker at the counter. I called the number on the paperwork, again met with rudeness and a promise for a call back. I’m still waiting for that call.

A few days after my trip, I called the number again (after making several other attempts to reach someone) and spoke to a gentleman who informed me that I supposedly rented a car some years ago, a claim was made on the car, but he could not see any monetary damages, signature, or ID, yet I am on a “do not rent” list.

The fact that you have me on a list for a moneyless claim, never contacted me regarding said claim and continue to hold me responsible for a vehicle that I did not rent is inexcusable. The representative could not send me the rental agreement with my signature, he could not send me the ID used to rent the vehicle and had no proof I was the person who rented the vehicle. He also stated someone would call me regarding this issue, I am still waiting for that call as well.

I am asking at this point for my name to be removed from this “do not rent” list as I am being unfairly targeted for something I have not done, and I am not responsible for. I have made at least 20+ calls to the number listed on the paperwork as well as headquarters for an explanation other than what I was told and have not received any communication from Alamo. I want to be removed from the do not call list and/or prove to me that I rented a vehicle and damaged it.
Business Response
Date: 12/20/2022
Thank you for the opportunity to respond. Management attempted to contact the customer to discuss this but was unable to reach them. The claim was paid in full by insurance and the customer is able to rent with us going forward.
Initial Complaint
Date:12/14/2022
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 rental car with Alamo online on 12/9/2022. I prepaid $104.93, When I arrived at ******* ************* ******* to pick up the vehicle I was told I was on a do not rent list. I was told I owe over $2,800 to Enterprise. This charge stems from 2017 when I took my vehicle in for hail damage repair at ****** **** **** ****** *****). **** and Enterprise had a contract with each other about giving rental vehicle to their customers while their vehicle was being repair. **** went bankrupt and Enterprise sued them and they settled. Well 5 years later, Enterprise says I owe them the money. After talking to a representative for over explaining the situation, he told me they could settle the account for $1,400. Which again, I don't owe them because they already settle with ****. How ridiculous that they take $104.93 out of my account and then tell me I cannot rent from them. Still haven't received a refund and pretty sure that's credit card fraud.
Business Response
Date: 12/22/2022
Thank you for the opportunity to respond. We have been in contact with Mr. ****** and have resolved his concerns regarding his rental refund and rental status. We have cleared Mr. ******** rental status, and he is being issued a refund for the rental he was unable to use in *******.
Initial Complaint
Date:12/13/2022
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 rented a car from Alamo (Seatac, WA), before I could get the rental, I had to provide a $400 deposit, (in the form of a check) so I did. On the day of my scheduled return, the car got a crack in the windshield. I filed a report with Alamo upon rental drop-off. Once I received the repair bill in the mail, I called Alamo and asked questions about payment INCLUDING the refund of my deposit, which the lady said YES I will receive my deposit refund upon payment of the repair bill. I then paid the bill the same day. I waited a business week before calling Alamo about my refund, they told me to wait longer, so I did. I contacted them a second time and they told me they did issue a $300 refund, at which I told them the money was not in my bank account. They told me to contact my bank. I contacted my bank and they gave me a paper receipt as proof that Alamo did not send a refund. My next decision was to email an Alamo representative, "******* ** *****" is who I spoke with. He told me a $300 return was issued on 9/6/22, that is incorrect. I told him why am I receiving a $300 refund when I gave $400? He responded by saying "... the $300 deposit was released upon return of the vehicle." I replied by saying there is an error on their end and they need to come up with a way to find my money back to me, that email was sent on 12/1/22, with no response. I sent one last email and said "I've spoken with my bank and they have confirmed no pending refund. If I do not get a response from this email I will be contacting the BBB." on 12/6/22, and I still have not gotten a response from *******.
This has been a ridiculous goose chase to no end. I feel as though I've been scammed because the repair bill was less than my deposit and they've decided to keep both.
Business Response
Date: 01/03/2023
Thank you for the opportunity to respond. Management was able to get ahold of the customer and explained to him that the $300 deposit at the time of the rental is just an authorization and was released, which is why he does not see a reversal.
Customer Answer
Date: 01/04/2023
Complaint: ********

I am rejecting this response because:
The money is still missing from my account. They took the money, which subtracted my account balance. The total subtracted was NOT $300, the total taken from my account is $400.
Alamo, or the Alamo employee that I delt with on the day I initially rented the car TOOK FOUR HUNDRED ******* DOLLARS FROM ME in the form of a deposit AND I HAVENT SEEN THE MONEY SINCE. MY BANK HAS PROOF OF THIS, WHAT IS SO HARD TO UNDERSTAND. *****, the Alamo rep that I've been having to plead to has not resolved this issue. I will not go away, this is ******* robbery.

Sincerely,

******** ******
Business Response
Date: 01/11/2023
The customer will not provide proof of the cashed check nor do we show we received the check.

The customer has chosen not to engage in a reasonable manner therefore we are no longer engaging in conversation with him directly. The customer is aware of what he needs to provide to resolve the issue.
Customer Answer
Date: 01/12/2023
Complaint: ********

I am rejecting this response because:

I sent Alamo a screenshot of the $400 that was taken from my account. They tell me the date isn't correct on the check and I told them to conduct an internal investigation and they have not responded since. In the email I gave them a description of the representative that took the check and no further action has been taken.

Sincerely,

******** ******
Initial Complaint
Date:12/05/2022
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.
Hi there,

I recently rented a car from Alamo Rental Car. I brought my own EZ Pass to cover tolls. The car rental came with an EZ Pass but I did not enable it. However, shockingly I was then charged twice: the tolls on my actual EZ Pass which I saw when I logged onto the EZ Pass website but then again a second time by Alamo for $31.58. I tried to reason with Alamo but they are saying it's not on them and that I had to contact the highway toll people. However, they are wrong because I did not enable the car rental's EZ Pass. Regardless they are refusing to take any accountability and refuse to reimburse me that $31.58. This is on Alamo car rental for that EZ Pass being on and me being charged tolls twice as I did not turn it on. Please help me get a refund from Alamo.
Business Response
Date: 12/07/2022
Thank you for the opportunity to respond. We apologize for any confusion created with the situation. The customer was directed to the Highway Toll Administration who handles these charges. If the state reports tolls for a license plate to them, the charges would then be charged to the customer. This is why our team directed the customer to them for any refunds. In an attempt to resolve the situation, a refund for $32 was processed by the location on 12/6.
Initial Complaint
Date:12/05/2022
Type:Customer Service 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 in regards to Alamo reference number ********. I was given an Alamo coupon code back in 2016 for an apology by Alamo. The code was good for one free rental day with an expiration of 12/31/2037. I recently tried to use this code for a rental and was given an error that it was expired. I called customer service and they booked my reservation and told me a new code would be generated and sent to me to use for this reservation. I never received an email. I called back last week and they stated I would be sent another email with a new code that day or the following day. Still nothing now so I would like someone to contact me and give me a new coupon code by phone or email. Thank you
Business Response
Date: 12/08/2022
Thank you for the opportunity to respond, and our apologies in any delay getting a coupon code to the customer. A code was emailed to the customer at the address provided yesterday, 12/7.
Customer Answer
Date: 12/08/2022
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:12/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Alamo in September and was overcharged from my contract price, and never received the frequent flier miles I was promised; I spent quite some time calling in, and the agent promised she would credit $50 to cover the overcharge and my time. Instead, I was credited $15 and still never received the mile was owed. I have now called in 6 times over two months, been lied to over and over, and still never have had a manager call me back as promised. I was given ID ******** to identify the issue, but no one will review the original call or promise. (they once instead transferred the matter back to the original location, despite my warning tem it was corporate that had generated the issue now and all the problems). I have been unable to book a free trip because I needed and was counting on those miles to have enough. Now those flights have gone up considerably in the miles needed, and I will be unable to book free trip at all. The entry level agents I spoke with lied to my face repeatedly, telling me they were unable to award missing miles. Instead of taking any responsibility for their breach of contract and negligence, Alamo has now wasted at least 6 hours of my time and cost me hundreds of dollars. If this is not resolved, I will not only never rent from them again, but I will file a small claims case because this was objective breach of contract and negligence, and taking legal action seems to be the only way to deal with this company.
Business Response
Date: 03/15/2023
Thank you for the opportunity to respond. Management worked with the customer to resolve this issue. A refund was processed in January 2023.
Customer Answer
Date: 03/15/2023
Complaint: ********

I am rejecting this response because: I had requested a manager call back twenty times and just got an endless run around. I was waiting for miles that were wed to me, which never came, which meant I had to buy a plane ticket. I appreciate the refund, but it was done entirely without a corporate manager contacting me, which I asked for over and over. I wasted at least a day of my life dealing with this. Alamo's response to its earlier negligence wasn't just negligent, it was appalling.

Sincerely,

******* *******
Initial Complaint
Date:11/30/2022
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.
On Nov 19, 2022, I rented a midsize car from Alamo and was directed to get the car from the lot. The attendant just point to a location with no inspection. I asked how to return, and he just said return it in this lot with keys inside. I pulled out of the lot at 8:00 am. I returned the car in the lot at 3:45 am on Nov 20, 2022 as my flight was at 6:00 am. I returned it at the address indicated on the contract. Upon entering the rental car return lot, I parked the car under a huge red sign that says RETURN CAR HERE. There was nobody to attend to the car nor to inspect it. So I left the car like the other people with keys inside and proceeded to walk inside the facility. There was nobody on Alamo booth and there were only people waiting to board the shuttle going to the airport. So I boarded the shuttle since my flight was at 6:00 am.While on the plane, I was charged for another day and their reason is that I did not return the car. I sent them a picture of the map where I parked it. They said they will ask the other rental company.Today is Tuesday night, and they still did not find the car and charged me for 2 more days.It's been 3 days and I feel that they are not looking at the car and just keep on charging my credit card.There is no reason for me to keep the car as I am back to my home state. I did not even have the rented car for 24 hours. I am filing this for record and might proceed to filing a complaint to the *****************.
Customer Answer
Date: 11/30/2022
Hello everyone,
Thank you for your attention in this matter. *** location is at *** airport. However, I contacted the manager and the location rep. *** car was found on Wednesday-11/23/22 and they updated the charges.
it is now resolved and I request this case to be closed.

Again, thank you.
***************
Initial Complaint
Date:11/23/2022
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 recently rented a vehicle from the Alamo at ******************************************* ********* from 10/19/22 to 10/26/22. When we switched hotels on 10/24/22 I noticed that the check engine light was on in the vehicle. I contacted the local office immediately and explained the situation. I was advised that as long as my next trip was going to be the gas station and airport that it was ok and to let the person know when I return the vehicle. On 10/26/22 I put $21.37 in fuel at 9am And returned the vehicle 2.3 miles away at 9:16am. I explained the situation to the lady who was checking vehicles she was very nice and said not to worry. I showed her my receipt for the fuel and was on my way I had put a total of 72 miles on the vehicle. I received notification on 11/9/22 that I was responsible for damage on the vehicle. Upon reaching out to the the damage recovery unit I am being told the check engine light was due to an over filed gas tank. I was a little confused and explained to them that the light was on prior to me ever filling the vehicle up. A dispute was opened and again told not to worry. I was contacted on 11/23/22 stating I was still responsible for the check engine light. I asked the representative if they could prove I caused the light to come on, because I can prove the light was on prior to me filling the vehicle. I was told that I assume all mechanical issues of the vehicle when I rented it. It doesnt matter if the person prior overfilled it and caused the light to come on..I owe the $800 to fix it. This is absolutely predatory business. I rented what was supposed to be an issue free vehicle, I did the right thing and notified the company when the issue first occurred. At this point I feel like Im being fraudulently billed for their mistake in putting me a vehicle with mechanical issues. This isnt the first time this company has done this to its customers. I feel taken advantage and regret doing business with a company that has such predatory practices.
Business Response
Date: 12/07/2022
Thank you for the opportunity to respond. Management has reviewed the situation and is waiving the $800 due to the situation.
Customer Answer
Date: 12/10/2022
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,

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

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Alamo Rent A Car is NOT a BBB Accredited Business.