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 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

  1100 Jet Port Rd Myrtle Beach, SC 29577-4201

• 

  Alamo Rent A Car Inc.

  Canyonlands Field N. Hwy 191 Moab, UT 84532

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:11/13/2022

  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 have called Alamo several times (also called the number below and left a voice message) and complained on the website regarding Rental agreement ********* 10/21-10/23/22. No one has called me back. My original contract for the car was for $138.61 but I received a receipt stating I would be charged $417.20. First of all, your vehicle did not do the job of getting us from ******** airport to ******* University and back. The car failed to work on 10/23 and when I called ************* the first person I spoke to told me to leave the car, take the keys with me to drop them off at the airport and that Alamo would arrange an **** for us to the airport. The problem is that we were in the small town of Hamilton and there are NO ****s. Another person I spoke to, told me to go ahead and arrange a taxi and Alamo would reimburse me. Again, it is a small town and it was parents’ weekends, all the taxis were busy. We then had to arrange our own ride with our daughter’s teammate driving us and we gave her $100 for gas and the fact that she had to use 2 hours of her Sunday to drive us to and from the airport.
  
  We are extremely disappointed in our Alamo rental and especially your company’s reaction to your vehicle and the fact that no one from your company has remedied this situation in a timely fashion. It is now almost 3 weeks since we rented the vehicle and no one has contacted me. I feel we deserve a full refund of $417.20 and that we be reimbursed $100 for the ride we had to pay for to the airport since our rental car again.

  Business Response

  Date: 11/29/2022

  Thank you for the opportunity to respond.  Here is the response from local management:

  "I was able to speak with the customer.   I addressed her concerns and apologized for the inconvenience.   I offered the customer a full refund and she was happy with the resolution.   Refund was processed on 11/23/22."

• Initial Complaint

  Date:11/09/2022

  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.

  Hi I had a reservation a few months back for a sports car from Sept 19 until October 12th went to pick it up and everything was fine for this first transaction. I had issues with the car not being maintenance before pickup so I had to return and pickup different one which was ALSO fine. I spoke to the manager and said that my car is STILL in the shop and he said could give me a 2 day credit *** and so on the 14th I believe is when I returned it as I had work that day and wanted to go back and extend it again as my card was not working. I never got the 2 day credit as far as I know either. Well when I went to go do another reservation they said they couldnt rent me the sports car because I wasnt over 25 && they werent letting me use the same card as it was a debit card yet this did go around both these policies at the start. This is when I started getting frustrated as I had a reservation that couldnt even be used and they started limiting my cars which was fine but now I had to move EVERYTHING out of the challenger. I would have been left without a ride if it wasnt for the manager, but now I booked a new reserv from the 14th to the 28th thinking my car would be done in which case it wasnt. I texted the Manager and said that I had a new reservation and need the car longer. I messaged him after reservation and said I have a new booking what do I do in which he didnt respond till next day. He said h*** look at it in a bit as I said I paid with points but he didnt respond till the next monday after that which is 4 days later. He said the reservation cancelled and Im like I cant possibly pay that when I had it in points because I CANT pay it rn. I still wasnt refunded in points and he said theres not much he can do but refund a couple days. I just need help please. Was planning on dropping it back off thursday as I will have my vehicle back on thursday.

  Business Response

  Date: 11/22/2022

  Thank you for the opportunity to respond.  Management has reached out to the customer to discuss and resolve their concerns directly. 

  Customer Answer

  Date: 11/23/2022

  Complaint: 18375680
  
  I am rejecting this response because:
  Booking was prepaid but was charged $1,153. I have told them it was booked with points and they say they have no record. I want it refunded. Should be up to alamo to keep up to date information on these types of offers. Also said had a lot of extras attached and extensions which were wrong should have just been base and 2 extra days. I was never offered or told that I would be charged $1,153 even when checking IN or OUT the care and therefore I believe i didnt authorize the transaction as I signed no receipt stating I would be charged $1,153 which is what you are suppose to.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/30/2022

  This has been 100% resolved with the customer. We were able to locate the problem. The voucher for this customers rental was removed and not processed for payment on the rental. We were able to work with the 3rd party to get the voucher reapplied. By doing this, we were able to collect the funds for the invoice from the voucher and refund the customer back the $1153.11. Please close this case as the customer is satisfied with the resolution.

  Customer Answer

  Date: 11/30/2022

  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:11/08/2022

  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 rented a car with Alamo car rental at Maui *************** ******. vehicle is a 2021 ****** Altima. I drove the car out on 8/26/2022 and returned the vehicle on 8/31/2022.After I returned the car and waiting for my flight, I got a email from the local unit manager ********************* indicating during the time I operated the vehicle, there is a "dent to the passenger side rocker panel". This is indicated by comparing the surveillance camera picture between when I drove the car out and when I returned the car back.After that this case has been transferred to the *** (Damage Recovery Unit) of Alamos at ********************************************************** they repaired the vehicle, they send me the summary of what they did and in this summary, it listed quite a lot of repairs which has nothing to do with the specific damage that I was claimed to be responsible. The original damage identified was "dent to the passenger side rocker panel". But there are also repairs for some accumulative damages that not caused by me

  Business Response

  Date: 11/10/2022

  Thank you for the opportunity to respond. Management spoke with the customer regarding this matter.  We will update the claim and forward the changes to the *** regarding the damage that the customer is responsible for. 

  Customer Answer

  Date: 11/14/2022

  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:11/07/2022

  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.

  Rented a car from Alamo in September while we were in ******* and returning the car in Ft *****. We got handed keys and told where the car was. When I pulled out the tire pressure light was on. I checked the tires filled with air and then the next morning tire was almost flat and making wobble noise. The inside of the vehicle near the convertible roof had broken pieces and when you came to a stop the car would shake so bad it felt like the car would stall out. The whole car vibrated. I let Alamo know and they told me to bring the car back to ******* but yet we were already in ft *****. I advised them and they said they would give $150 credit for inconvenience. I have it in email in writing I was going to receive the credit yet no credit was ever given and no one will respond to my emails any longer regarding my complaint. We spent $1000 for a car that was in shambles and was not inspected for safety before being sent into the public with their customers.

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

  Business Response

  Date: 11/11/2022

  Thank you for the opportunity to respond.  A refund has been applied in the amount of $159, and management has left a voicemail to inform the customer. 

• Initial Complaint

  Date:11/07/2022

  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.

  My partner and I used Expedia to rent a car on our trip to ******* back in July. The specific date we got the vehicle was on July 14th at 9 PM (I have a photo with the exact date and time stamp). The rental car company chosen for us was Alamo. We had never rented a car before so everything was new to us. We wanted a luxury vehicle so we opted for a **** Upon arrival at the front desk, the woman helping us was very nice. We purchased a full tank of gas for our trip as well calculating to over $90. When we got out to the garage, we were met with a few young adults that were fooling around not paying attention. We eventually got the attention of a young woman who didn't seem too thrilled to help us. We asked where we can pick up our car, showed her our paperwork, and she pointed to a ******* sedan. We politely told her we paid for a luxury vehicle to which she said there weren't any left. Well we had already paid for one. My partner noticed an Audi off to the side and we asked if we could take that one. She said sure and we walked ourselves over. We got into the car and noticed it was not prepared for us as there were a few papers in the middle console from the previous user. The gas tank was also only at 3/4 full even though we purchased a full tank. We got back to our hotel and noticed a crack in the taillight that we most certainly did not do. We did not get into any accidents from the airport to our hotel. At the end of the trip, I emailed Alamo and told them I was unhappy with the service and explained everything above. They offered me a free rental car for one day and I hadn't had a chance to reply when the following day I was hit with an email asking to file a claim with my insurance. My insurance company instructed me not to do so as it would go against record. I am now being hit with a $400 bill for the taillight. I tried contacting Alamo several times but have not been able to connect with someone over this. I am so frustrated and cannot afford to pay this.

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

  Customer Answer

  Date: 11/07/2022

  Hello,

   

  The address to the Alamo Rent A Car company is:

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

  Customer Answer

  Date: 04/19/2023

  Hi there, I wanted to let you know that the business did end up reaching out to me after several attempts to get in touch with them, I would say at least over 10, they did end up managing to refund the money via check.

• Initial Complaint

  Date:10/21/2022

  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 rented a car with Alamo starting October 12-October 20 for $817 and have taken photos and videos that detail the damage of the vehicle. When I went to return the car they said that damage recovery was going to be reaching out to me as the car had been returned damaged. Even though I had shown them the pictures of the damage they still refused to hear me out. I wish to not be charged for this claim as I have photos of the damage beforehand. I was hesitant to take out the car because of the damage however the person at the gate assured me it would be fine. The image I attached is the rental when I had taken it out. There was previous damage and not many other cars available at the time that the original car I was renting was not actually there in the first place. Not only was the car I received pretty dirty

  Customer Answer

  Date: 10/24/2022

  The rental location is Alamo Car Rental in Honolulu, HI 300 Rodgers Blvd,Honolulu, HI 96819. I have already been given a case number by damage recovery and hood to see this resolved as soon as possible.

  Business Response

  Date: 11/10/2022

  Thank you for the opportunity to respond.  After reviewing the claim, we have chosen to close the claim and not pursue the customer.

• Initial Complaint

  Date:10/20/2022

  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.

  Reservation #*********….So, I booked and paid for a “luxury” car to be picked up in Chicago, IL on October 9th. My husband and I received an Audi A4, perfect! On Wednesday, in Tulsa, OK we woke up to a flat tire. When I called they said to bring it to Tulsa International Airport and they would be able to switch it out. We received a Nissan Pathfinder, not a luxury vehicle, which we are still being charged for. We told the people there we were not comfortable with this vehicle, since the tires were as bald as they could be before they would have to be replaced, and we have to drive it to Los Angeles. The manager told us “technically” they were still allowed to send the vehicle out, and told us to try Oklahoma City airport. And since then, Thursday, October 13th, Alamo has not done anything to help resolve this issue. I’ve been requesting for someone in management to call me back for the last week, and not one single person has reached out. We’ve been told to stop at multiple locations with guarantees of a new vehicle, and when we would show up the associates would tell us they have no idea who we were and also they have no options for us. I have tried to reach out multiple days in a row, and NO ONE is doing anything to help resolve this issue, all the while I’m being charged for a vehicle I did not want, did not book, and do not feel safe in.

  Business Response

  Date: 11/01/2022

  Thank you for the opportunity to respond.  Management has resolved this with the customer, and the vehicle was returned on 10/24.

• Initial Complaint

  Date:10/05/2022

  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.

  This complaints is about charges for a rental car, the below information was called and email in to Alamo. Either, i've been hung up on the phone, or been given several different answers as to what my refund should/would be. So, below, is the Rental Agreement Summary number, in addition the a case number. Could not get definitive answer, about my military discount percentage on my original charges of $996.25. Then after turning the vehicle in one 1/2 day early, and filling the gas tank up, I was then charged $95.00 gas charge; and not given a discount/refund for early return. RA # *********, Case #********, I have called serval times about obtaining my receipt and my total cost after turning in my rental one day early. So, I was to be charge rental for nine days, instead do 10 days; without my government/military discount, from Alamo site I was to pay about $996, at the time of pick-up, at the airport my discount bought the price to $949.29. I turned the vehicle in on 22 Sep, at 22:45 with a full tank of gas. When I finally got a receipt it was today 28 sep, I was charged $95.00 for gas, and told I would only get a refund of $106.00; in light of the number of days I had the vehicle, and the money charged for gas, I come up with a different refund amount. Nombre: ********************* Email: ***************** Telephone number: ************

  Business Response

  Date: 11/07/2022

  Thank you for the opportunity to respond.  The customer's charge for fuel was refunded, and it was verified that the customer was charged for the proper amount of time based on when the customer stated the vehicle was returned.  An invoice to this effect was provided to the customer. 

  Customer Answer

  Date: 11/09/2022

  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:10/04/2022

  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 via Alamo brits(UK) and paid the full amount of £828.32 and called the vehicle on the 4th June 2022 then dropped off again 18th June 2022. The vehicle was checked over and I was emailed an invoice which clearing shows about due was $0.00. I checked my CC statement and Alamo Orlando has taken $1046.25 from my account despite I had already paid on the £828.32 on the 29th May 2022. After many attempts to resolve the issue with Alamo Orlando I filed a dispute with my CC and on the 11th August 2022 Alamo admitted the error and a refund was processed. I have just received a letter dated 9th September 2022 from Alamo/ EAN resolution teams demanding $1046.25 or further action will be taken which I don't appreciate especially when I'm totally not at fault

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

  Business Response

  Date: 01/06/2023

  Thank you for the opportunity to respond. Area management worked with the customer to resolve these issues in October.  

• Initial Complaint

  Date:09/28/2022

  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 rented a car thru *********** with Alamo car rentals at the Bozeman Airport. My ******* receipt says due at pickup 194.13 and my receipt and charge from Alamo is 383.92, Difference is 189.79. At the counter when I picked up the vehicle I was told my the attendant that they were complimentary upgrading the vehicle for me. I have made three calls, Thurs 9/22 Sunday 9/25 and Today 9/28, to Alamo over the last week and every time told I will receive a call back or email from them in regards to resolution. I have received nothing back from them and feel like they are just giving me the run around until I just give up and quit. I am seeking the balance owed to me of 189.79

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond.  We spoke to the renter and issued a refund for the discrepancy in the rate charged to his account. In addition, a voicemail was left to ensure the resolution was adequate. We issued an apology for the time it took to get this resolved and for having to make multiple phone calls in order to get closure.