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

  143 S Hangar Dr Jackson, MS 39208-2302

• 

  Alamo Car Rental

  500 Aviation Pkwy Ste 15 Greer, SC 29651-6650

• 

  Alamo Rent A Car - Serving Oregon

  28801 Douglas Dr Ste 7 Eugene, OR 97402-9528

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:04/03/2025

  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.

  At ********** despite making a reservation Alamo didnt have my mid size pickup on 4/1. Gave me an old full size pickup for same price but didnt need and since only two people a waste of gasoline and cost me more. Truck wasnt clean either. Then on return charged me a full hour for being literally a minute after 48 hours (2 days). See receipt. Id like that charge appropriately adjusted.

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to respond to the complaint. Management spoke with the customer and processed a refund.

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/29/2025

  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.

  To whom it may concern I've literally had the car rental from h*** Picked up this past Tuesday March 25th, and many issues with it. Door won't unlock with key, trunk doesn't go up, drivability issues, and today I was stuck in the rain with my 4 children and couldn't get the car to open. I drove all the way to *** tonight in the rain with my 1 year old to swap the car out and the agent at the desk was very helpful and inconsiderate to my situation. He only offered a one day credit. I've been trying to reach your company all week to no avail. I'd like this refunded and my situation resolved please. I have to get back to the airport this coming Friday, and I cannot fit into this current car with my 4 children, stroller and two suitcases. Please contact me for help. Thank you

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to respond. Management processed a refund.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Alamo on February 2, 2025. Upon return of the vehicle, I received a bill for $1,591.03 for purported damages to a vehicle. This is totally made up, and I was shown no supporting evidence. I responded to the bill, and have attached my response here. I disagree entirely with this claim. Moreover, the burden of proof is on Alamo to show the damage was done during the rental.Despite my many requests, Alamo has provided me nothing to support that the purported damage was done during my rental. They could provide video evidence of the condition of the car when I rented it, and same for when I returned it. I've asked for both, and they've ignored these requests. It also appears (from the failure to provide any evidence, and Alamos lack of response to my requests for any evidence supporting their claim) there is no damage at all caused during my rental. Indeed, neither I or the passengers in the vehicle have any knowledge whatsoever of damage during my rental.I do not appreciate this bold attempt to rip me off for a quick $1,591.03, over something in which I have no responsibility. I suspect this is something they do on a systematic basis to increase their profits. So I feel this is a proper matter for the BBB. Happy to discuss it further.

  Customer Answer

  Date: 03/26/2025

  Request for Rental agreement number:

   

  RENTAL AGREEMENT SUMMARY
  NO. 182466900
  
  

  Business Response

  Date: 04/02/2025

  Thank you for the opportunity to respond. A response is attached.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******.

• Initial Complaint

  Date:03/21/2025

  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.

  I rented a car from Alamo July 15, 2024 to July 20, 2024. Alamo/Enterprise is claiming I returned the car damaged, which is not true. I have repeatedly asked Alamo/Enterprise Rent A Car for proof that I caused said damage, for copies of receipts showing the repairs made and proof of the dates of repairs since they are trying to charge me for loss of use, but they have ignored these requests. Yesterday I received a letter from a collections agency trying to collect the $970.56 as a debt. This all has to stop. I would like Alamo to stop all collections activity and to remove any reports of this from my credit report as I am not responsible for this damage.

  Business Response

  Date: 03/27/2025

  Thank you for the opportunity to respond. A response is attached.

• Initial Complaint

  Date:03/21/2025

  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.

  I had rented a minivan and had to prepay. When I got the van it had an electrical issue so I returned it but they couldn't give me a comparable car and they were very nasty at the ****************. I called and complained. Then got a message from a regional manager who said I would get a credit and the charged me an additional $197 on top of the $380 they said they were going to credit $300 but never did

  Business Response

  Date: 03/25/2025

  Thank you for the opportunity to respond. Management worked with the customer and processed a refund to resolve the matter. 

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/21/2025

  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.

  On December 30, 2024, I rented a car from Alamo Rent A Car (Alamo Confirmation Number: **********) . During my trip, the vehicle suddenly turned off and could not be restarted at the intersection of W ************ and **************** around 9 am that morning. Despite immediate contact with Alamo's roadside assistance, the response was inadequate. I was advised to call 911 due to the location and safety concerns, which further complicated the situation.After multiple calls and significant delays, the vehicle was eventually towed. However, obtaining a replacement car proved challenging. The local Enterprise facility at ************************* was fully booked. It's a very small airport and there is only one Enterprise Rental facility there and the manager told us its fully booked and no car was available. No support from the facility and no communication with the rental company for my case. Very bad communication obviously. We again, called several times to the road service and they told us the case was escalated to the management team and someone will call us within 10 minutes. So we waited nearly 2 hours there without anyone calling us. We then called the road service every 15 ~ 20 minutes to check the updates, however, with no solution and hung up the phone without any updates. I was forced to travel to ***************************** to secure a replacement vehicle, which was not available until past 5 PM, severely disrupting my travel plans.Issues:1. Inadequate Roadside Assistance: The response time was slow, and the advice to call 911 added unnecessary complexity.2. Poor Communication: There was a lack of follow-up from Alamo's management team despite promises of immediate contact.3. Inconvenience and Disruption: The delay in obtaining a replacement vehicle significantly impacted my travel schedule.Resolution Requested:I request compensation for the inconvenience, and a refund for part of the rental period.

  Customer Answer

  Date: 03/24/2025

  Hi, 

  Please see the attached rental confirmation email for your reference. Please let me know if you need additional evidence. Thank you. 

  Best regards

  ****

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond. Management has reached to the customer several times but left messages as they have been unsuccessful in establishing contact.They intend to speak with the customer directly.

  Customer Answer

  Date: 04/18/2025

  Re: ID # ********- **********************
  Follow-Up and Request to Reopen Complaint

  
  Hi, 

  I am writing to follow up on the complaint I submitted with Reference ID # ********- **********************. To date, I have not received any response regarding this matter.
  Therefore, I kindly request that the complaint be reopened and that the business contact me directly at (209) 244-5622 or via email at **************************.
  Please let me know if you require any additional information or documentation from me. Thank you for your prompt attention to this request.

  
  Best regards,
  ****

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond. Management processed a partial refund to resolve.

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond. Management spoke with the customer and explained a refund was issued upon return of the rental vehicle. Management provided the customer with compensation for an upcoming rental to resolve.

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/22/25, I made a car rental reservation through Alamo Rent-a-Car for a mini van and prepaid in full the amount of $399.99. On 2/4/25, I modified my reservation to a smaller vehicle because part of my party was no longer able to travel and I did not need the larger vehicle. The new amount was $171.16 and showed I should have been refunded $228.83. The terms of the service allowed for free cancellations and modifications of my reservation without penalty. When I picked up the rental on 2/15/25, I asked about the status of my refund and was told it was being held as a "deposit" even though no deposit was required for this reservation. I contacted the company on 3/4/25, 3/7/25, and 3/11/25 and was told that the refund was being processed, needed to be approved by a supervisor, or was already being refunded to my account. I have not yet received this refund. When I asked to speak to a supervisor, I was put through to an "escalation team" who told me they had no record I paid the higher amount. I would like the refund owed to me.

  Business Response

  Date: 03/20/2025

  Thank you for the opportunity to respond. Management has reached out to the customer and has initiated the process of issuing a refund to resolve.

  Customer Answer

  Date: 03/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/12/2025

  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.

  On February 14, 2025 we rented a car at the Alamo Rent-A-Car in ***********************. We switched from one car to another, and my backpack got left in the first car we chose. In that backpack was all my heart medication, jewelry, as well as many personal items. We have contacted Alamo customer service on numerous occasions. They always tell us a supervisor or a manager will be calling us back. This has been going on for over a month now I have spent numerous hours on the phone with customer service agents, and no one has replied to my inquiry. We even contacted the assistant manager at the airport and he has stopped returning my emails. They did try to contact the person who rented the vehicle after we sat in it to ask them to return the backpack but as far as I know they have not returned any phone ******** but I wouldnt even know if anyone has the backpack because they dont return any phone calls or e-mails. The customer service has been horrific.Ive tried numerous times to send an email, but they always tell me that there is no email address for anyone in Alamo to file a complaint. I even got the ********************************** involved at one point, but that didnt assist me at all. All I wanted to know was they were able to reach out to the person who took the car after us because the backpack was obviously left in there. No one seems to care about the problem I had with my heart medication or my jewelry, which was most important. No one has ever reached to me to try to resolve this issue. At this point I even believe someone at Alamo took the backpack. I even did file a complaint with lost and found, but they tell me it has not been found.

  Customer Answer

  Date: 03/12/2025

  Hello, 

  Rental Agreement #*********

  Business Response

  Date: 03/17/2025

  Thank you for the opportunity to respond. Management spoke with the customer, learned that the customer was able to retrieve their belongings, and offered compensation for the inconvenience. 

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car on ******* for a week. The total came out to $79. I was amazed by the deal, but never heard back from Expedia or Alamo prior to my trip. I got to St ****** and picked up my car and signed the paper work. Again no issue they handed me the keys and I took the car via ferry to *********** where I was staying for the duration of my trip. Later that night Alamo called me frantically saying they could not honor my deal and that if I didn't accept an offer of $89 a day I would have to return the car. That would have taken an entire day of my vacation so reluctantly I agreed to their deal. I had a signed deal and ended up paying $812 for the week I think thats probably illegal, but you can let me know. Thank you! Also I have the original agreement and new agreement just let me know and I can provide them.

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond. Here is the response from our local management team;
  Dear Better Business Bureau,
  Thank you for reaching out regarding the concern raised by Mr. ******* **** about their recent rental experience with us. We take all customer feedback seriously and appreciate the opportunity to clarify the situation while ensuring a fair resolution.
  Upon review of Mr. ***** rental agreement, we would like to provide some important details regarding this matter. While we understand that the initial rate displayed during booking appeared unusually low, it was unfortunately an error that did not reflect the actual pricing for the vehicle rented a Jeep Wrangler. Once the discrepancy was identified, our team promptly contacted Mr. **** to inform him of the correct rate.
  We acknowledge that this situation may have caused frustration, and we sincerely regret any inconvenience experienced. However, it is important to note that Mr. **** was fully informed of the accurate daily rate and accepted the revised charge of $89 per day before proceeding with the rental. By continuing with the rental agreement, he confirmed his understanding and agreement to the updated pricing.
  That said, we strive to ensure our customers have a seamless rental experience, and we understand how unexpected changes can be ************** a goodwill gesture and in recognition of the misunderstanding, we are offering a 10% discount on the total rental cost as a courtesy to Mr. ***** We hope this resolution demonstrates our commitment to customer satisfaction while upholding the terms of the agreement.
  We trust this will provide a fair and reasonable outcome for all parties involved. Please confirm how we can proceed with issuing the discount, and feel free to reach out should you require any additional information.

  Customer Answer

  Date: 04/11/2025

  I signed on for the rate that was advertised ($79 total). They call me when I'm on an island stating that the signed and agreed upon contract was due to a system glitch. I had no other option than to agree to $89/day opposed to $79 total. The 10% discount does not suffice. I will pay the agreed upon amount. Your system glitch cannot be my responsibility.

  Business Response

  Date: 04/12/2025

  Thank you for the opportunity to respond. Management ensured the customer was fully informed of the accurate daily rate and accepted the revised charge of $89 per day before proceeding with the rental. In initiating the rental agreement, the customer confirmed his understanding and agreement to the updated pricing. There will be no further action taken at this time.

  Customer Answer

  Date: 04/15/2025

  Complaint: 23048859
  
  I have reviewed the business' response and am rejecting it because:
  
  I was given two choices by this company accept their new terms and burn a day of my vacation returning their Jeep and finding a new rental car or accept their new agreement which was $89 per day vs $79 for the entire trip. They signed off on that original agreement in their office and online and they should honor it. I only agreed to the new terms under duress and believe me I went kicking and screaming. $89 a day wasn't even their original offer. This was an absolute bait and switch that Alamo St ****** are attempting to pull and judging from some of their previous reviews this isn't the first time this has happened either. Not sure how I'm responsible for their "glitch". I would like them to refund me everything I paid beyond our original agreement.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/17/2025

   We have reviewed the complaint brought forward and will not be taking further action.

• Initial Complaint

  Date:03/09/2025

  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 setup a rental car through Alamo and reserved it with Affirm. But they would not rent to me due to no credit card. They stated they do not take debit cards. How can they keep my debit card payment. They also stated that I did not cancel. Why did they not cancel when they wouldn't rent to me.

  Business Response

  Date: 03/18/2025

  Thank you for the opportunity to respond. Management has reached out to the customer and left a voicemail as contact was not established. The cancelled reservation status in our system indicates the reservation in question should no longer hold authorizations on any methods of payment in the customers name. Management advised the customer to contact ****** for further resolution as the reservation is unused in our system.

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******