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Business Profile

Auto Rentals and Leasing

Alamo Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Alamo Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alamo Rent A Car has 42 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/08/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car from Alamo car rental in ******* ***** at the **** **** *******. I returned the rental on August 7,2022 prior to 6:00am (my scheduled return time). I requested a receipt at the time that I returned the rental car. The Alamo lady said she could not print but I would receive a receipt via an email. The email receipt never came. Instead on 8/8/2022 I received an email from a lady by the name of ******** ******** asking if I would like to get an extension on the car that was returned the previous day. I also noticed that Alamo is trying to charge my discover credit card an additional $98.91 for an extension. On the day I returned the rental car the Alamo lady walked around the car and appeared to be scanning in the car. However after calling Alamo several times and requesting a call back from a manager ********* who is not a manager called and says my car was not returned and not scanned in. This is very upsetting to me. This issue is not resolved. It’s possibly almost the close of the business day for most and as of now a manager from Alamo has not called. I do not want to be held responsible for a car that I returned on 8/7/2022 before the scheduled time. Any assistance with this matter will be greatly appreciated.
      ******* *****

      Business Response

      Date: 08/12/2022

      Management has reviewed the rental agreement and ensured that the return time was accurate.  An invoice was sent to the email address on file for the customer as of 8/9.

    • Initial Complaint

      Date:08/05/2022

      Type:Billing Issues
      Status:
      Resolved
      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 vehicle from Alamo at the ****** ******** Airport on April 19th, 2022, thru April 23, 2022 (Rental Agreement Number *********). The car was returned on schedule and undamaged April 23, 2022. At that time an Alamo representative inspected the vehicle for damage and finalized the related rental expenses.On August 1, 2022, we received a claim #******** from the Alamo Damage Recovery Unit in *********** ******** claiming that we are responsible for damages to that vehicle. This claim was received over ninety (90) days after the completion of the rental transaction. Several photos were included with this claim that clearly show damage that would have been easily discovered at the time the vehicle was returned.We do not accept any responsibility for the damage to this vehicle for obvious reasons and we are requesting an immediate review and retraction of this claim.

      Business Response

      Date: 08/09/2022

      The branch manager spoke with the customer and discussed the walk through process that was completed when they returned the vehicle. Based on the conversation, the manager apologized and agreed to close the claim and not pursue the customer for the damages. 

      Customer Answer

      Date: 08/09/2022

      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:08/02/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car from this location on 4-16-21 to rent a car. I drove straight to parents and then back to airport with no stops even for gas (I had them charge me for fill). There was no walk around at time of rental. When I returned it on 4-19-21 the attendant I gave the keys to said everything was fine. I then walked inside to ask front desk if everything was good and she said yes.I received an email 2 days later saying there was damage. I didn't read the email because I thought it was just some scam spam mail. It didn't say Alamo on it. A month later I got a call from someone at a damage recovery department who said he was investigating it. I told him what I said here. I also got a letter with a $1899.64 bill and some unclear pictures. I emailed and asked for time stamped paperwork and photo proof of damage plus utilization log of car. They refused. Now they said their investigation is complete and I need to pay with my card...or make a claim (false) to my insurance company.

      Business Response

      Date: 10/17/2022

      Thank you for the opportunity to respond.  This claim has been closed, and the customer was notified of this last year.  

    • Initial Complaint

      Date:08/01/2022

      Type:Billing Issues
      Status:
      Answered
      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'm still in shock a company would actually do this. I can't believe a company would have such such low values/morals and be so calous and unwilling to honor a commitment (reservation) I had made with them or make it right!

      I had been planning a trip to ****** to propose to my girlfriend for months. I booked the hotel and booked a car rental with Alamo on 5/8/22 that was from July 13 with drop off on July 22 at 11pm for $1347.50. On the day of my trip they called me to tell me there wasn't a car available with the reason being that all cars were rented out to firemen for the fires going on in the state which I can respect but here's what I cannot fathom how a company could do nothing or not even be willing to help The only other car I could find available costs me $1,850.95 which was the cheapest option, $500 more!!! That's a lot of money but I had no other choice other than stay the night in ********* hoping a car gets returned which would have cost me just as much as I'd already paid for a hotel in another city on top of having to pay for a new hotel in *********. What's even worse than that, is the next day is when I was planning on proposing to my girlfriend as we had a tour already booked and paid for which I would have missed had I waited for a car to get returned.

      Now here's the part I can't believe they did and it's not right on any level. They didn't offer to make things right or make any attempt to. I had to pay $500 of my own money just to get a car or my whole trip would have been ruined. When I asked the woman at the counter if they'd at least make up the difference they said they wouldn't and didn't provide me with any other options. Basically it was "I know you made a reservation with us but that means nothing, we gave away your car, and we aren't doing anything about it to make it right". *******, who I got the car from, was the counter next to alamo, and they just sat there and watched me pay $500 more. They didn't do anything to make it right!

      Business Response

      Date: 08/26/2022

      Management has reached to the customer to refund the difference in this situation.  The customer is happy with the resolution. 

    • Initial Complaint

      Date:08/01/2022

      Type:Product Issues
      Status:
      Answered
      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 spent the past 7 months begging for a refund that I am due by Alamo. I was charged for a citation in error and have not received a refund after numerous emails
      and phone calls. It is a shame that companies can take from you and there is nothing you can do. I was told at one point that the funds would be refunded but then nothing has happened for almost two months. When I reach out to customer service, I am given a different answer every time. I was also told that “sending a bunch of emails” does not help. I just need assistance and seems like I will never receive my money back.

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

      Business Response

      Date: 08/31/2022

      We would like the opportunity to take a closer look at this situation.  With the information provided, we have been unable to find any customer records for rentals or citations.  If a rental agreement number or further information could be provided, we would be more than happy to take a closer look. 

      Business Response

      Date: 06/09/2023

      Thank you for the opportunity to respond. As of 7/25/22, a total of $433.58 worth of refunds had been applied to this rental.  The location made multiple unsuccessful attempts to reach the customer to discuss these refunds and ensure he had received them. 

    Alamo Rent A Car is NOT a BBB Accredited Business.

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