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

435 total complaints in the last 3 years.
196 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: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.
Initial Complaint
Date:04/12/2025
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 forgot my keys and airpods in the rental vehicle(24/3/2025). since then I have contacted Alamo more than *************************** to fill a lost form which I did promptly(25/3/2025), but they refuse to do anything else about the lost item , even though on my Apple items I can see it's just sitting there at Alamo's ********* location(*************************************************************************************). someone from the location could literally travel 10 steps and retereive the item.
Business Response
Date: 04/18/2025
Thank you for the opportunity to respond. Management has located the item and shipped it to the customer.
Customer Answer
Date: 04/18/2025
Better Business Bureau:

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

Sincerely,

*****-*** *******
Initial Complaint
Date:04/11/2025
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.
There was a reservation for a rental vehicle made directly through the company (Alamo). Reservation was pre paid in the amount of $192.41. The day of the reservation to be completed (March 12th) the company attempted to charge my credit card an additional $400 as a deposit. In the policy it clearly states that deposit is required for debit cards and luxury vehicles. Neither of which applies to my reservation. I pre paid online and did not select a luxury vehicle. Upon bringing this to managements attention, my reservation was processed incomplete after I requested for it to be cancelled and issued a refund. It has been 30 days now the policy still states the same thing and my refund has not been processed.
Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. Management has spoken with the customer,addressed their concerns, and issued a refund check to resolve.
Initial Complaint
Date:04/11/2025
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.
Alamo is saying that I cracked the front grill. They sent pictures and the grill looks fine. In some very close up pictures there is a cracked grill but the pictures can be from any car. There is no way from the pictures they sent me that they can prove it was from the car I rented. I didnt bump the front of the car or cause any damage to the car. I do remember the man that checked us in asked us if we had pictures. Unfortunately we didnt take any pictures . I feel he took this as an opportunity to scam me. Also on the rental agreement I have, they never wrote the make or model of the car I rented. Thank you for your help and time.
Customer Answer
Date: 04/11/2025
The address for Alamo is PHX SKY HARBOR INT. ARPt
1805 E SKY HARBOR CIR 5
*******,** *** 85034

Business Response
Date: 04/15/2025
April 14, 2025

BBB

RE: Case# ******** ******** *********

Alamo File No. 22200105

To Whom it May Concern:

Please accept this correspondence as our response to the complaint filed with your office. We have reviewed the concerns raised by Ms. ********** Ms. ********* rented a 2023 GMC Acadia bearing California registration 9ELE367 from ******************************************* dba Alamo Rent-A-Car in ***************************

At the time the renter took possession of the 2023 GMC Acadia, the vehicle was determined to be rented with no damage. This was confirmed by the renter initialing on electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by Ms. ********** she is responsible for all vehicle damage which occurs during her rental period.

After reviewing the concerns presented by Ms. ********** and notwithstanding the foregoing contractual obligations, we have decided to close our file as a matter of customer service. At ******************** Rent-A-Car, we strive to satisfy all our customers by providing excellent customer service. We hope that our diligent efforts to resolve and address this matter have demonstrated our commitment to customer service.

Sincerely,

******* ******, Analyst

Damage Recovery Unit

Customer Answer
Date: 05/01/2025
Thanks for your help. This has been resolved. I appreciate your help in this matter.
******** Stepuszek
Initial Complaint
Date:04/10/2025
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.
To whom it may concern, On January 30th 2025 I called Alamo 4 times since returning to *********** from ********************. January 20th and spoke to ******* January 23rd January 24th and spoke to ******** January 24 and spoke with ****** I called on the days listed above and spoke with the people mentioned above who promised me my request was going to be escalated and I was going to be contacted regarding the matter of booking a 7 passenger premium Crossover (see picture of Alamos website description) and not receiving a 7 passenger vehicle. At the ******************** on Jan 13th when we arrived I asked for the 7 passenger car I rented and they said they have over 900 rentals that day and had nothing left to give me. I have never been contacted to resolve the issue. I have enclosed pictures of the vehicle I rented showing only 6 seats. I have enclosed the flight info of the 7 people in my family that were on the trip. ***** Wetscheka is my son ******** fiance. I had to rent Ubers and then rent a second car once we got on ******************* from the place we were staying so I could transport the family to various activities and locations. I disputed the charge with my credit card company ******, they spent 2 months investigating and gathering information. On March 13th 2025 they sent me a letter that I won the dispute and I was credited in the amount of $428.99. However Alamo sent me an email telling me I still owe them the money and they sent me to their collections agency and now it will affect my credit rating.
Business Response
Date: 04/23/2025
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: 04/24/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 04/24/2025
Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
Date:04/08/2025
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.
I picked up a rental vehicle, confirmation number **********, at ********** on 03/06. On the final day of my rental, while returning to the airport, the battery-operated key for my rental vehicle failed to unlock the car. No physical key was provided with the rental. This left me stranded with my driver's license and essential belongings, including car seats for my children, locked inside the vehicle. This failure resulted in a missed flight and significant financial loss. Due to the inability to access my vehicle, I missed my scheduled flight. I was forced to purchase new tickets for myself and my family (4 people) at a cost of $1760. The lack of access to my car seats created an illegal and extremely unsafe situation for my children. I was forced to go trhough a lengthy and stressful wait for roadside assistance to forcibly open the vehicle. I incurred additional expenses for an **** to the airport. Alamo customer care refused to ship any of my belongings that were trapped in the car, even under the duress of missing a flight. The failure to provide a functioning key, or a physical backup, is a clear breach of their responsibility to provide a safe and reliable rental experience. The refusal to assist with the return of my belongings, even when faced with a missed flight and illegal travel conditions for my children, is unacceptable. This incident was not merely an inconvenience; it resulted in substantial financial loss, extreme stress, and a potentially dangerous situation for my family. Furthermore, Alamo has failed to provide required documentation regarding the roadside assistance and towing services that were used to forcibly open the vehicle. I demand full reimbursement of the $1800 for the replacement flight tickets and **** to airport. I expect a prompt and thorough investigation and resolution.
Business Response
Date: 04/23/2025
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.
Customer Answer
Date: 04/29/2025
Complaint: 23178793

I have reviewed the business' response and am rejecting it because: The business contacted me through ******** M **** to understand the details of my complaint. I immediately provided all the receipts. It has been more than 10 days and they havent gotten back. I have checked in with no response from them.

Sincerely,

****** ******
Business Response
Date: 05/05/2025
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. We thank you for your patience as we work to get this matter resolved.
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond. Management has spoken with the customer and resolved the matter directly.
Initial Complaint
Date:04/08/2025
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 July 14, 2024 I prepaid online $697.54 to Alamo Rent A Car for an SUV for September 6-9th, 2024 at the ************** in *****. Upon arriving to the counter, I (and many others) were told that they had run out of vehicles and we would have to rent from a different company. I asked the lady at the counter about my refund since I prepaid online, she wrote down my information and told me I would have to call Alamo customer service to file a claim. I have called Alamo customer service 28 times since then and I have called the ************** Alamo desk 6 times since. I keep being told that it is in the hands of the financial department since it was paid online but no one will transfer me to them. I have emailed enterprise as well regarding the claim. No one will get back with me. I am still seeking my refund for the $697.54. I was told by the **** rent a car counter that Alamo does this on a nightly basis at the airport. They rent out way more cars than they actually have each night. This needs to be looked into as they are pocketing peoples money for services they did not provide.
Business Response
Date: 04/22/2025
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.
Customer Answer
Date: 04/23/2025
Complaint: 23175830

I have reviewed the business' response and am rejecting it because:
I have been told this same answer for months now. It should not require months of investigation to issue a refund.

Sincerely,

***** ********
Business Response
Date: 04/28/2025
Thank you for the opportunity to respond. Management processed a refund to resolve the matter on 4/28/2025.
Initial Complaint
Date:04/05/2025
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 March 16th, I rented a vehicle from Alamo Rental Car from the ************** for $76. Before leaving the lot, I took a detailed video showing all existing damage to the car, including a large scratch on the back (attached). I also took a follow-up video when I returned the car, showing it in the exact same condition. Despite this, Alamo is fraudulently attempting to charge me $1,134 and $570 a total of $1,704 for "damages" that absolutely did not occur.This is blatant fraud. I signed a check-in confirmation listing the pre-existing damage, including the large scratch on the back (attached). Alamo has deliberately re-labeled that check-in form as a check-out, a deceptive act intended to create the false appearance that the damage occurred during my rental. This is fraud, plain and simple.Alamo is not just defrauding me they are routinely targeting other customers, especially tourists. There are numerous similar complaints from other renters, and it is clear this is part of a pattern of systemic fraud. Alamo is taking advantage of people and abusing their trust. I demand an immediate reversal of these fraudulent charges and a full refund. I will escalate this to consumer protection agencies, the Better Business Bureau, and pursue all avenues to hold Alamo accountable for this fraud.
Business Response
Date: 04/17/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:04/04/2025
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 booked a midsize SUV on 21st Dec 2024 on Alamo website to pick up car from - ***************************************************************************************************** on 28 Dec 2024 at 9:30am. My confirmation number is **********. I paid $71.01 at that time. They had mentioned that they would pick us (me, wife and 2 kids) from *******************, take us to car pick up center since we were returning from cruise. When i called them on 28th Dec, from port, to pick us up, they said there was a glitch in the system and they could not see my order anymore. I had already paid for it and had a confirmation number and they still canceled on me. With small kids and luggage with me, i had no option but to take a taxi to ************* to get another rental. After searching at so many rentals i was able to rent another car at a last-minute price. I paid $71 to Alamo, $100 for taxi to airport and $200 for another rental. I spent around 4-5 hours in this hassle because of Alamo's irresponsible behavior. My family was holding the luggage while i ran from 1 rental to another to secure another rental. Later since Jan to Mar, i have been calling Alamo so they could refund me $71 but the customer care just gave me a reference number #********. I called thrice but to no avail. They still haven't paid me back anything. I have lost trust on Alamo. They should refund me the complete $371 + my time for making me and my family with small kids face such an ordeal and wasting our time on what was supposed to be a happy vacation.
Business Response
Date: 04/15/2025
Thank you for the opportunity to respond. Management will be issuing a refund check to the customer today 4/15/2025.
Customer Answer
Date: 04/15/2025
Better Business Bureau:

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

Sincerely,

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

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Alamo Rent A Car is NOT a BBB Accredited Business.