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 Rent A Car

  143 S Hangar Dr Jackson, MS 39208-2302

• 

  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

  1100 Jet Port Rd Myrtle Beach, SC 29577-4201

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: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,
  
  ***************************

• Initial Complaint

  Date:08/26/2022

  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 reserved a rental car for vacation in Germany. I was quoted a price of $238.54 USD (225.54 Euro). However, when I picked up the vehicle there was an extra charge and I ended up paying $287.35 (281.88 Euro).
  The representative at counter spoke minimal English and so I was not able to get my over-charge addressed on the spot. Upon return to US, I've spoken with Alamo representatives on phone 3 times. The first two times resulted in me being told I should expect my "refund" within 3-5 days. Ultimately, after the two failed attempts, I called again and spoke to a supervisor. The supervisor asked me to send an email directly to her and she would contact back with me. I sent the original email and also a follow-up inquiry but have not heard back.

  Business Response

  Date: 01/20/2023

  Thank you for the opportunity to respond.  Management has reviewed the Rental Agreement.  In the 225.54€ which was originally calculated, the premium location fee (additional 24.9%) was not included but only our regular taxes. Because airports are premium locations, this is a required charge. Unfortunately, this charge was not initially detailed by the third party that the reservation was made through.  We apologize for any inconvenience that this has created. 

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arranged for rental of a car through Expedia with Alamo. Arrived at airport and was advised no cars available. Alamo employee told me that I would be reimbursed for difference in rental with competing car rental company should there be one. I attempted to follow up on the reimbursement and could not get anyone to call me back. I approached Expedia to get refund for the rental and Expedia advised me that Alamo was claiming I was a no show for the car rental. I offered proof of a rental on same day in same airport and Alamo gave in for my Expedia rental. I have yet to receive the difference in rental from Alamo and no one from Alamo will respond to my request.

  Customer Answer

  Date: 08/19/2022

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

  Business Response

  Date: 08/25/2022

  Thank you for the opportunity to respond. Our Area manager spoke to the customer, ****************, and issued a refund for him.

  Customer Answer

  Date: 08/26/2022

  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 provided the refund is received. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2022

  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 on August 14 for one day at the *** ***** Airport. When I left the lot, the attendant asked if the tank was full. It was one mark below full, which I said, and they said to bring it back full so I didn’t get charged. I got gas on the way to return rental at 4:30am. However, I was charged $19.12 for gas when the tank was full. The gas pump would not put anymore in as the tank was full. This is completely absurd and fraudulent business practice. Alamo accepted my return without checking the gas levels, did not offer a receipt, and then have scammed more money when I physically could not put in another drop in the tank at the pump. There are NUMEROUS complaints if this company continuing to make these fraudulent claims and authorizing charges on credit cards without alerting customers. I want my $19.12 refunded and an apology from the company.

  Business Response

  Date: 08/22/2022

  Management attempted to reach the customer through all provided contact information, but was unable to.  They did process a refund in an attempt to resolve the situation for the customer. 

• Initial Complaint

  Date:08/11/2022

  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 11-19-21 I prepaid for a car rental in the amount of $1,422.50 for 7-4-22 through 7-11-22 at the ********* Airport with a confirmation number of **********. On 7-2-22 I modified my rental, confirmation number **********, (same as the first) which reduced the total cost to $990.11 , instead of $1,422.50. When I dropped my car off on 7-11-22 I was charged for $990.11. As of right now I am being charged $2,412.61 for my $990.11 rental agreement. I have provided my modified agreement showing I've prepaid the $1,422.50 amount and it also shows the modified amount of $990.11 .I have called Alamo on 7-12-22 after seeing this error and have been calling them multiple times since with no resolution. I have been passed around to multiple departments that aren't able to issue a refund and they state it has been sent to corporate. I have not heard from corporate or been contacted in any way even though I've specifically asked to talk to a manager on this issue. . They said it would take 10 business days and as of tomorrow, 8-12-22, it will have been a month since I started this process. This is the most unprofessional customer service I have experienced when clearly they have double charged me. This is a simple refund of my $1,422.50 prepaid amount as I have been charged the $990.11 amount as well. Any help would be appreciated with getting my refund processed.

  Business Response

  Date: 08/12/2022

  Management has investigate the situation and reached to the customer.  A check is being to sent to the customer to resolve the situation.  A message was left with the customer this morning to follow up and make sure that they were aware of this. 

  Customer Answer

  Date: 08/15/2022

  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:08/09/2022

  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.

  I rented a car this morning and I was told that it took electric and gas. I was not given info on how to charge it I was barely told it was electric. The rental paper does not even disclose what I rented or what year it is.. so imagine my surprise when I drive from Columbia airport to ************ ** to learn that there is not a gas tank on here and when I called I could not get through and the customer agent I reached was not at the airport location I rented from and the direct number to that location was not on my paperwork either. I flagged a man down on the expressway and asked him if these took gas and he advised no now Im under ******************************************************************************************************************************* and get a tow truck tonight yo get the car charged I left at 430 pm to make an hour 20 minutes drive it is been nearly 4 hours and we are still not done I want a full refund of this rental they need to a better job explaining and advising of what cars you are renting this was costly and ruined my evening which did not have to occur at all. ****** refund and 80 tow. I was left on hold and never reached anyone experience was. Terrible

  Business Response

  Date: 08/15/2022

  ******************* has issued a refund in an attempt to resolve this situation for the customer. 

  Customer Answer

  Date: 08/17/2022

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