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 Rental Inc.

  232 Hill St Portland, MI 48875-1823

• 

  Alamo Rent a Car of Chicago, LLC

  10255 W Zemke Rd Chicago, IL 60666-5053

• 

  Alamo Rent A Car - Serving Oregon

  9115 NE Airport Way Portland, OR 97220-1352

• 

  Alamo Rent A Car - Serving Oregon

  2522 SE Jessie Butler Cir Redmond, OR 97756-8643

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: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. 

• Initial Complaint

  Date:09/27/2022

  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.

  On 9/23/2022, about 9am, we had an accident on 51 Hwy, in ****** ******* As I was driving in the inside lane, a pick up truck w/ trailer attached, loaded with tons of shovel heads, driving on the outside lane. As the truck going at a high speed, one of the shovel heads flew off the truck and busted the car front window that I was driving. In the car (rental) was 3 other adults, 11 month baby, and I. I called the police and notified Alamo. Almost stated that an Uber will pick us up.......no one showed up. Almost also stated a tow truck will pick up the car. After waiting on a busy highway for several hours no one came to pick us up nor the car. Alamo also stated that another rental car was waiting on us at Enterprise in Convington,TN. After waiting so long and realizing no one was coming to pick us up or the damage car, we drove the damage car to Enterprise in Covington going 10 miles. Get there, their was no car waiting for us. So we was angry. The worker decided to get another worker to take us to Millington location in a van. No vehicle at that location. We had to get a relative to take us way back to the airport to get another vehicle. It is sad we had to risk our life with a baby in a damage vehicle to get to safety, that Alamo didn't care or bothered about our safety or the car. One staff stated that Almo is very neglectful about towing and getting the customers. I am furious.

  Business Response

  Date: 10/06/2022

  Thank you for the opportunity to respond. Management spoke with the customer and apologized. She was very appreciative of them reaching out. We are processing a refund for the remaining amount of the rental mentioned below. They also extended a rental on us for her upcoming 4-day trip this week. 
  
  
  In addition, an email was sent to our roadside team to review the interaction and see if there are any additional training opportunities. 

• Initial Complaint

  Date:09/26/2022

  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.

  On February 14, 2022, I reserved, through COSTCO Travel, a full-sized Chrysler 300 Luxury car or similar vehicle for an 18-day, 2700-mile trip, beginning August 19. August 19th, 10AM, I arrived at Greenville/Spartanburg (SC) Airport, Alamo Office to pick-up the contracted car. No full-sized cars were available and was offered an SUV or compact Lexus IS300. The associate shrugged her shoulders, the message was clear, "take-it-or-leave-it". Having no choice, I took the offered car. No one would walk me through the operating/electronics of the car. Upon highway driving, it was clear the car was grossly underpowered and none of the safety features worked and the right front tire was underinflated.
  We stopped at the Lexus dealer in N. Charlotte. Three technicians programmed the safety features, all of which had been turned off. The programs had never been updated and the car was in need of multiple services.
  Arrived in Chautauqua, NY, August 20th. Upon our arrival, I contacted Alamo hoping to swap for the contracted car. I was given the number for the Jamestown, NY, Alamo office. They offered a pick-up truck or a sports car. I called COSTCO Travel. Both Alamo and COSTCO said I had to complete the contract and file a complaint upon our return September 6th. We departed Chautauqua on August 27th and drove to Maine. I am 6'2", 195 pounds, 79 years old...I do not fit in a compact car.
  Again, my contract with Alamo was for a Chrysler 300 or like vehicle. Alamo at GSP did not fulfill the contract made 6 months prior to our departure date of August 19th despite my calls to confirm the availability of the car.
  I have been cheated. Alamo misrepresented what they were able to provide over the course of 6 months. We were given a lesser vehicle without required services, updates and operational technology. We were cheated by a process that promised to fulfill our contract, the agency knowing they had no ability to fulfill. This is a breach of $2280 contract.

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond. The customer booked a Luxury Car and was offered a Lexus IS300 (luxury car similar in size to Camry) – At the time of rental customer asked for Chrysler 300, but we did not have one. We did offer a midsize SUV as an alternative if they were concerned about size. The customer chose to take the rental on 8/19 and kept the unit until 9/6 putting 2,657 miles on the car.  The customer did attempt to switch out in New York into a Chrysler 300, but the location did not have one. A pick up truck and sports car were offered. The customer declined and remained in the Lexus. The customer returned back to GSP on 9/6/22. We tried to assist upon return, but the customer left. We spoke with the customer  multiple times. The customer believes they should be fully reimbursed for the entire rental due to the size of the vehicle, and it not being a Chrysler 300. We did explain and show that we do not guarantee specific makes and models hence Chrysler 300 or similar on line. The customers total cost based on their reservation was $2280.91.
  As a resolution, and solely based on customer service, we offered to take care of the difference in cost between the rate of an FCAR to the LCAR. The difference in price and refund we were willing to give was $1013.94. We did advise again to the customer that we provided a vehicle in the car class he reserved and that we were offering this support because we appreciated his business and because he felt the vehicle was too small. The customer declined the offer of $1013.94 refund and advised they want the full refund. At this point, we advised this is not something that we can do based on the fact that we fulfilled their reservation with the car class they reserved. If they would like to resolve and take us up on the refund please have them reach back.

  Customer Answer

  Date: 10/05/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The Chrysler300 is a full-sized car, that is what we contracted for 6 months in advance of our trip.  The LexusIS300 is a compact.  They are not the same by evidence of the difference of $1267 in the rate for each….$2280 - $1012 which Alamo has offered.  My husband is 6’2” and 195 pounds and does not fit in a compact.  We were tortured by the car for 2700 miles.  In addition, the Lexus safety features were not operational which necessitated finding a Lexus dealer service department along the way to attend to that.  In addition, the service personnel there noted that the car’s computer was displaying messages that the car was in need of multiple services including low tire pressures.  In addition to uncomfortable the car was unsafe.  We contacted Alamo when we arrived at our first destination in Chautauqua, NY and we were offered a pick-up truck or a sports car.  Alamo had 6 months notice to fulfill their contractual responsibilities and they failed.
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 10/10/2022

  We still stand on the conclusion and offering we’ve provided to this customer.   Our offer for resolution still stands, and if they want this resolution, please have them reach back to management.  

  Customer Answer

  Date: 10/11/2022

  This is a longer narrative of how Alamo Rent-A-Car cheated us and was totally unprepared to deliver the agreed upon contract vehicle.  This was our first trip since August 2019 and we got lied to.  We are due an complete refund.  Alamo claims that a full-sized Chrysler 300 is comparable to a Compact Lexus 300IS.  It’s not.  Just ask my 6’2”, 195 pound husband who had to get in and out of that sardine can for 2 ½ weeks and 2700 miles.

• Initial Complaint

  Date:09/21/2022

  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.

  We flew into ********************** on June 11, 2022 for a trip and had made a reservation with Alamo Rent A Car to rent a vehicle during our stay. Picking up the vehicle was smooth as the desk representatives were kind, courteous, and efficient. At this time, I also discussed the time in which the vehicle was to be returned to ensure we would avoid any extra charges; I was reassured that we were good to go. Upon returning the vehicle on June 18th, 2022 we pulled up to the rental car return lanes to return the vehicle we had been utilizing. Following our dismount of the vehicle and retrieval of our bags a representative who was also kind and efficient assisted us in returning the vehicle. I, again, asked the representative for a receipt and ensured that there were no issues, including that the vehicle was brought back on time. She assured me that the vehicle was back on time and that there were no additional charges. Then, over 2 months later, on August 22nd, Alamo Rent A Car proceeded to send me a remittance notice for the trip stated above for a total of $99.87, although the remittance did not state what I was being charged for. I proceeded to call the phone number provided and was initially told that what I was initially charged through **************** (Expedia) was incorrect and that the amount due was meant to make up the difference. A ticket was then submitted which was intended to see if AMEX would cover the difference. After no response I called back a couple of weeks later to be told that was not the issue and that I was actually being charged because the vehicle was supposedly turned in late. Another ticket was submitted to address the issue. I received another notice and called back and another ticket was submitted by escalation to address the issue. Again, no call back. I called and was told there was nothing they could do. Now, Alamo has left me to pay a charge I should have never been left with due to unethical and uncooperative behavior.

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond.  ************** team has issued a refund in an attempt to resolve this for the customer. 

  Customer Answer

  Date: 09/23/2022

  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. I received a call from Alamo Rent A Car this morning stating the issues remittance was an issue with billing codes and that I would be refunded the amount described in the initial complaint I appreciate the quick and immediate response..
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair 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 regarding Alamo Rental Agreement *********.*** made several attempts to contact Alamo at the *************** in Maui regarding this reservation and have not heard back from anyone. I left messages on voicemail during the rental period and since, as well as emails None of which were ever returned. I was even promised that someone would contact me by the two young ladies who were on duty when I returned the vehicle, but I never was. This is my final attempt at an amicable resolution before pursuing the matter in court. I use Alamo exclusively. After this experience, Im not sure Ill ever do so again. I was given a Jeep Cherokee which smelled like urine on the interior and like burning oil on the exterior. The car kept stalling out, and no, Im not referring to the economy gas-saving feature when you stop. Im saying, the car repeatedly stalled while we were in motion! The windshield wiper blades were non-existent and didnt work for the rain, which can be heavy in Maui. The brakes were only slightly more functional. It felt very unsafe. Before I left messages for management which wasnt returned, I was told by an Alamo employee I was out of luck regarding the mechanical problems with the vehicle because I didnt purchase the roadside assistance plan. This is completely unacceptable and I believe I am entitled to a refund.

  Business Response

  Date: 09/14/2022

  Management spoke with the customer and has resolved the situation directly with them. 

  Customer Answer

  Date: 09/20/2022

  Complaint: 17803240
  
  I am rejecting this response because:
  
  This company has not resolved anything with me, this is not correct.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/21/2022

  We apologize if there was any confusion over our initial response.  Management has left a voicemail and sent the customer an email in an attempt to clarify.  We have sent out a refund check to the customer as well for $600.  This was mailed 9/19.  This is to refund the customer for all the rental charges. If there are any additional questions, feel free to reach back to the management team. 

  Customer Answer

  Date: 09/26/2022

  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:08/27/2022

  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.

  We rented a minivan from Alamo Rent a Car at the *** Airport in ***********, ** from 4/30/22-5/7/22. When we arrived at the airport, there was one minivan on the lot. Upon inspection, we saw that it was already significantly damaged, so we took photos and accepted the vehicle as we were traveling with young children and could not fit in another type of vehicle. We returned the vehicle in exactly the same condition as it was given to us on 5/7. On 5/25, we received an email claiming damage to the vehicle. There were no explanations of what they were claiming, only a request for us to reach out to our credit card company. We did not do this, and responded to the email explaining that we have photos showing the vehicle was given to us already damaged. We received no response. Months later, on 8/19/22, we received a bill for $3882.72. No response was given to the photos we sent to the email address listed, and no one has answered the phone number listed. The claim is also dated for 5/13/22, which is nearly a week after we returned the car. The vehicle was almost certainly used by another renter in this week, so even if there are new damages on the vehicle, it was not during the time we had the van. We are absolutely not responsible for these charges, and it appears that Alamo Rent a Car tries this exact scenario with a number of customers. We would like the bill to be cleared and a response from the company.

  Business Response

  Date: 09/01/2022

  Management has reached to the customer to inform them that they will be waiving the charges of damage for them.

  Customer Answer

  Date: 09/01/2022

  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,
  
  ***************************