Business Profile

Auto Rentals and Leasing

Alamo Rent A Car

Headquarters

This business is NOT BBB Accredited.

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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:05/12/2025
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 April 21 through April 24, I rented a car in ********, **. We returned the car at 9:00 am on April 24 and flew out of the ******************************. The vehicle was checked in via attendant in the parking garage. He said they would email the receipt. About a week later, I received a text asking when I was planning to return the vehicle. Since then, I have contacted Alamo on confirmation number ********** and their system continues to show the vehicle in my possession. I have escalated the issue with them (#********) numerous times with the response "a district manager will contact you". I have not received any calls from them. Every time I call, the file remains the same, "do you still have the vehicle?". I cannot get resolution from Alamo and they will not escalate my file to anyone who can make a decision. I am asking the BBB to get Alamo to review this case, close the file, and send me a receipt.
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management reached out the customer,addressed their concerns, and processed a refund to resolve.
Customer Answer
Date: 05/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* ******
Initial Complaint
Date:05/08/2025
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 Jeep wrangle from 3/26/25-3/31/25 On 3/27 I had to take 3hrs out of my **** day to drive back to FLL to exchng a faults Jeep. 3/31/25, returning the Jeep to FLL, **** stated that he would give me a refund due to the issue I had w/ having to exchange a faulty Jeep. He told me he would take 50% off my bill,total bill was $548.75 I called cust service days later as I still had not seen a pending refund on my CC. I was told it would be handled & someone would get back w/ **** received no call back, no email.4-9-25 Sent cust service an email.Spoke to Raven at ************, twice, she assured me I would be receiving a refund in the amount of $326.20!4-11-25 Emailed cust serv, still no refund.4-13-25 Rec email from Kamden Turnbullhe confirmed I was due a refund, there were errors in the ********** should expect to hear back from him in 24 to 48 hours I HAVE NEVER HEARD BACK FROM *******4-15-25 Called cust service, spoke to *******, he was very rude, cut me off, & trans me to the esc. **** I spoke w/ ***** at the esc **** . assured me that she would get it handled & **** my info to corporate, someone to get a hold of me, she also stated that due to all the issues I have had w/ this company, SHE WOULD REQUEST A FULL REFUND, & she would be sending a msg to her tech team.4-23-25 Called cust serv, spoke w/ ******** in esc. ****, she assured me that this would be taken care of soon & that it takes 7-10 **** days to process . She assured me that it was processed on.4-10-25 in the amount is $326.20 I reminded her that per my discussion w/ ***** at the esc **** on 4-15-25, that I should be receiving a refund info in the amount of $548.75 She said she would have someone contact me & gave me a reference number of #******** As of 4/30/25 not one person has called me. I have not gotten any emails, and still have not received any refund.5-8-25 Rec. refund of $256.20 Incorrect amount!!! Horrible service!!
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management spoke with the customer and shared that the refund check will be issued via mail.
Initial Complaint
Date:05/01/2025
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.
Before renting a car with Alamo I asked about driver under 24 swing my wife is uncomfortable driving on the highway and my daughter isnt. They said no problem adding her I asked if there was additional fee and was told no just present all drivers licenses at the kiosk checkout at ************************* which we did spin returning the car I was told the bill was $941.64 the estimated total when I made the reservation was $515.64 I kept the reservation after confirming no additional per representative on the phone for driver under 25. Below is confirmation number for that reservation imagine my shock $426 more upon car return.
Customer Answer
Date: 05/02/2025
Alamo resolved this issue to my satisfaction I will rent from them again. Thank you for your help
Business Response
Date: 05/05/2025
Thank you for the opportunity to respond. Management spoke with the customer and waived the additional and young driver fees to resolve.
Initial Complaint
Date:04/25/2025
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 paid extra to have a truck reserved. When we arrived there werent any so we had to take a car. I called after our trip to get a credit since we had paid extra and they didnt follow through. They sent me an invoice showing the credit they were going to apply. Its now seven months later and *** talked to five customer service agents and still no credit has been applied. Every agent assures me it will be applied but then nothing. The last one said he was gonna have a check sent but that was months ago and still nothing.
Business Response
Date: 04/25/2025
Thank you for the opportunity to respond. Management spoke with the renter and processed a refund for the difference between the reserved and driven rental car class.
Customer Answer
Date: 04/25/2025
Complaint: 23249024

I have reviewed the business' response and am rejecting it because:
They did call, but no refund has been processed. He said he was having issues and had to turn it over to his admin team. And while he did assure me he would process it, so did all the other customer service agents. I just checked my card and there is no refund. Ill be happy to accept the response whenever I actually receive a refund.

Sincerely,

***** ******
Business Response
Date: 04/29/2025
Thank you for the opportunity to respond. Management contacted the client and processed a refund for the car class difference.
Customer Answer
Date: 04/29/2025
Complaint: 23249024

I have reviewed the business' response and am rejecting it because:

My credit card still shows no refund. Why would you say you refunded us if you didnt? When the agent called he said he was having issues and would send it to his admin team. I will not accept the response until I see the refund on my account.
You didnt even try to call again after me rejecting the first response to let me know if the issue was resolved on your end; you just posted the same response on here trying to look like you made it right when you havent.

Sincerely,

***** ******
Business Response
Date: 05/14/2025
Thank you for the opportunity to respond. Management learned that the customer had since changed addresses. Management submitted the proper address to our accounting department to reissue the check and resolve.
Customer Answer
Date: 05/14/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ******
Initial Complaint
Date:04/24/2025
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.
We rented a car from Alamo on March 29, 2025 from ***************************************************** and returned it to Alamo on April 6, 2025 at ***************** for $519.13. We waited a very long time for a rental car when we arrived in ****** as they didn't have any full size vehicles available. When we pressed the attendant to consider other options for us, she produced a ***** Malibu that she said was just returned and had not been cleaned, but she could give it to us immediately. We agreed and left with the car. During our trip, we noticed a very small crack in the windshield. We had not experienced any rocks or debris hitting the vehicle during our trip, and told them that when we checked the car back in at *****************. Just today, on April 24, 2025, we received a bill from Alamo for $1,470 for $1,370 in damages and $100 admin fee.The attached bill shows "evidence" which shows a significantly larger crack than what existed when we turned the car in. Further, all experience I've had, as well as ****** searches, says that windshield repair and replacement should cost between $200 - $600. I believe this is a scam that Alamo runs on a regular basis, as I've seen other reviews similar to ours. If they had a cleaned and reviewed car ready for us at our reservation time, this would not have happened. If they had reviewed this particular ***** Malibu before giving it to us, this would not have happened. And now they are completely overstating the cost to fix this windshield, and they clearly waited to take a picture of the damage when the crack had gotten significantly worse. I am so disappointed in Alamo rental car and our experience. I caution others to stay away from renting there as well.
Business Response
Date: 04/28/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:04/18/2025
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 March 17/2025, I rented a 2023 Voyager minivan from Alamo car rental at ***********************. The rental was prepaid by ********, and I paid the taxes on my credit card. The transaction was documented on invoice # ******* and listed as, **** **********. On March 24th Alamo charged my credit card $186.10 USD for the rental of a 2025 ******. This did not happen. I spoke with the Alamo office 5 times and each time they said they saw the problem and would pass on the details so a refund could be issued. Each time the attendant confirmed my Voyager rental and could not understand why the charge for the Tucson. For my 6th call I spoke with the accounting office and was informed that they had no details of this mix up and really couldn't help. They gave me another number for Enterprise accounting office. These calls started March 31st and nothing has happened to date. I have also emailed all documents and details but no reply. A simple refund of $186 USD is the answer as I did not rent this ******. My attempts to clear this up include 5 calls to Alamo, 1 call and 3 messages left at Enterprise accounting office and 3 emails to 2 different addresses.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond. Management has researched the complaint,identified the issue, and resolved the matter with the customer directly.
Customer Answer
Date: 05/01/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******** *******
Initial Complaint
Date:04/17/2025
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.
On January 19, 2025 I picked up an Alamo rental car at ***************************************** in *********. After providing the ***** at the check-out kiosk with the requisite paperwork, she confirmed the paperwork and instructed me to proceed. She neglected to lower the barricade before instructing me to exit. As I (slowly) pulled forward, the front bumper made contact with the barricade. The ***** who checked me out was very apologetic. An ***** from an adjacent kiosk came to see what happen and said, "It's all right. Just back up." Before I could back up, the first ***** lowered the barricade. The second ***** indicated that the process of lowering the barricade cause the damage to the vehicle. Both *****s said, "It's not your fault."Because I have contested the claim, Alamo has provided my insurance company (Nationwide) with a video up to the time of impact but Alamo has refused to provide any further video, which would presumably have demonstrated the damage being caused by lowering the barricade before I could back up. Similarly, Alamo has refused to provide a copy of their Policy and Procedures Manual, which I believe would show that the ***** in the first kiosk should have lowered the barricade when she returned the completed paperwork to me.
Business Response
Date: 05/01/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Initial Complaint
Date:04/16/2025
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 mini van through Priceline, that I picked up Sunday March 16, 2025 at the **********************************, in ******************** as I was driving to my designation I was stopped by the State Police in ***********, who informed me that I was driving with no back lights. The officer was amazedly nice and advise me to use manual instead of auto to make sure the lights were on and to periodically look and make sure if I was driving at night. Because I was pushed behind my schedule and now tired. I had to spend extra money to stay at a hotel Monday night in ***** on my way back to lessen my night driving. ***** money I had to pay. I arrived back to ************ to return the car at *****pm after unloading my things at home. I had spoken with several customer service people by phone and was told I would receive a call from a district manager but I have yet to receive a call back. I was charged for an extra day rental. I am requesting a refund of that extra day charge in full ******. I was told that I could get a refund for ****** I feel the entire amount should be refund. I also contact Priceline because of the original troubles that I had with this van I should be given a refund of at least half for customer satisfaction . I was told that they would have to request the authorization from Alamo. At this point I have not had one call from Alamo. Every time I call I get a rude nasty person that hangs up on me. Please refund me and do better next time. Properly service your vehicles to help keep renters safe.
Customer Answer
Date: 04/16/2025
I want to provide the rental agreement number *********
Customer Answer
Date: 04/16/2025
Rental agreement number *********
Customer Answer
Date: 04/16/2025
Rental agreement number *********
Business Response
Date: 04/30/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 05/02/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve. Management also reached out to Voucher Assistance to further assist the customer with Priceline.
Customer Answer
Date: 05/08/2025
Complaint: 23207888

I have reviewed the business' response and am rejecting it because:
I haven't received anything from them. I haven't received a check.

Sincerely,

******** ****
Business Response
Date: 05/13/2025
Thank you for the opportunity to respond. Management has confirmed with our accounting team that the check has been sent to the customer. We appreciate your patience as the customer is expected to receive this mailed item in 5-7 business days.
Initial Complaint
Date:04/15/2025
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 had a really good experience with Alamo from the pickup at *** representative (******) who was really kind, to the gentleman that helped me pick a mid sized vehicle. The car was a 2024 and practically brand new. The car pickup was scheduled for 3pm. I arrived approximately 3:15? I did my pickup and inspection of the vehicle and fiddled with the important things such as the mirror, radio etc. I pulled off the lot approximately 3:30. I returned the vehicle at *** at approximately 4:10 due to getting gas and ended up being turned around due to the fact that the closest station to the rental was 15 min away (we all want the closest station to keep the tank full). Anyways I was BEHOOVED that Alamo charged me $60 for the 45 minutes. I would like the pricing in writing as to where and how that could be if the total for the rental for the day was $200. This incident left a very bad taste in my mouth. I understand Enterprise owns Alamo and another company (I have to look into). I will not be renting from them anymore. I will look into **** or hertz next time for sure. Rental drivers beware! You will be charged a ridiculous amount of money as I was! Most companies give you an hr grace ******* A really nice experience went completely sour. Greed really is the root of evil
Business Response
Date: 04/23/2025
Thank you for the opportunity to respond. Management processed a refund and provided an updated invoice to the customer.
Customer Answer
Date: 06/13/2025
The business has made resolution that I am satisfied with.
Initial Complaint
Date:04/15/2025
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.
Hello,I am referencing rental agreement 79SZOP. We traveled with a rental vehicle from **********, **** to The Destin, ** area from 3/26-4/4/25. On the evening of 4/2 our rental vehicle would not start so I called roadside assistance. The vehicle was jump started, few minutes later the vehicle would not start once again, called roadside again, this time they informed me that the vehicle would need to be towed and that I would need a replacement. I told them that I would need a vehicle that was the exact size due to 6 adults and luggage/coolers, etc for the drive back to ****. I was told that this would not be an issue and that I needed to get to the ******************** to get the new vehicle. I told them that I was leaving the next day for a 13 hour drive back to *****Once I arrived to the Enterprise desk I was treated very poorly. The staff told me that I was not entitled to a comparable vehicle and that the large SUVs they had were for customers. I was then told that I would be placed into a minivan. I explained to the supervisor that I had traveled in a large SUV with 6 grown adults who all had full size luggage and two large coolers and that a mini-van would not be enough room and that I was a customer. I was then told that I would not be able to get the new vehicle until the tow truck arrived with the broke down previous rental to the airport! None of this was mentioned in any previous conversation with Enterprise. I then contacted the tow company directly and he stated that he would be almost two hours until he arrived.He even sent pictures of the vehicle being loaded to his tow vehicle and his direct phone number. I was forced to wait at this airport by your staff for 3 1/2 hours! I walked the Enterprise lot and counted 6 large SUVs that would have accommodated our needs. I was forced to leave behind in ******* two large YETI coolers valued at over $500 and the six adults were forced to drive 13 hours with luggage on our laps due to poor customer service.
Business Response
Date: 04/28/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.

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Alamo Rent A Car is NOT a BBB Accredited Business.