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 Alaska

  6450 Airport Way Fairbanks, AK 99709-4409

• 

  Alamo Rent A Car

  405 11 Ave Nisku, AB T9E 7N5

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:03/08/2025

  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.

  On 12/25/2024 i made an online reservation with Alamo car rental via their website . The confirmation # ********** was for a full size SUV to pick up at *********************** (SMF) on 02/15/2025 for 2 day rental. Total charge was $276.91.On 02/15/2025 I went to the Alamo counter and when asked for the original credit card that I used for the reservation I realized I had no brought that particular card with me. The person at the counter stated he needed to start a new reservation in order for me to pick up the car since it was policy to show credit card upon pick up. I needed the car so I agreed to a new reservation but I asked the person at the counter to explain on canceling the first reservation. His quote was you can cancel it later anytime and youll get your full refund.Believing the Alamo rental representative was providing with accurate information, I agreed and he proceeded with another reservation. The new confirmation number given was ********* for 277 dollars.Upon my return home I called Alamo customer service and to my dismay I was told by the representative that I should have cancelled the reservation while at the ****************** so that I could get full refund. The person on the phone said no worries I will submit a request to void the $100 cancellation fee and request for you to get the rest of the refund. Give up to 10 days for amount to be credited. I was appreciative of the help and waited 10 days.On 03/05/2025 I called Alamo again and spoke to *****. He stated forms were sent to ******************. He stated Sacramento airport would call to confirm amount was refunded.On 03/07/2025 I spoke to ***** and ******. ****************** refund has to be processed by them. The person at the counter mislead me and only cared about getting the new reservation and not processing the refund. I need your help to resolve this issue and get the refund from the first reservation for the amount of the $276.91 dollars. *********** ********

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond. Management has connected with the customer and determined some time will be allotted for the credit to reflect with the customers financial institution.

• Initial Complaint

  Date:03/06/2025

  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 this car an early February for four days when I went to go pick up the car it had multiple issues. I raised awareness to the peopleworking there of the issues and was told it would be fine. Ended up having more issues during the experience of the car return to express the later to find out that the items that I purchased, I did not authorize and was manipulated into purchasing these extra additions that were not explained. The person who I was meeting up with used to work there and expressed how I was very much taken advantage of and to raise awareness ofthe issue after multiple emails, multiple phone calls or text messages trying to get a hold of somebody about this issue how I was taking advantage of and I do not appreciate I had gotten forward to multiple people. Nobody wanted to give me an answer. Ive given them my phone number to reach back out to my email back-and-forth. I cannot get a response back to solve the issue. I was told I was getting a refund of multiple accounts and stillhave not seen or heard of anything or anyone returning my calls emails or text messages no refund has been processed and would like it to be asap

  Business Response

  Date: 03/20/2025

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

• Initial Complaint

  Date:03/05/2025

  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.

  I am submitting a formal complaint against Alamo Rent a Car regarding a wrongful unsubstantiated damage claim made against me. Alamo has attempted to charge my insurance provider, ******** (Claim #**********), for damage to a rental vehicle that I did not cause.Rental Location: Alamo Rent a Car, *********, Tn Rental Agreement : ********* At no point did Alamo contact me directly regarding this claim. Instead, they attempted to file a damage claim through my insurance without first providing me with any notice or opportunity to dispute it. When I became aware, I immediately requested proof that the damage occurred while the vehicle was in my possession specifically, time-stamped photos from before and after my rental.Alamo provided photos that are not time-stamped, which makes it impossible to verify when the damage actually occurred. I believe the damage happened in the congested return area after I had already left or was caused by an Alamo employee while handling the vehicle Despite multiple attempts to communicate, Alamo has ignored my requests for essential documentation, including: Time-stamped photos of the vehicle before my rental and after my return. Time-stamped photos after the vehicle was moved on the lot. Time-stamped photos before the next rental or before it was sent to a body shop. Photos of the return area, which may have contributed to the alleged damage.Records of employees who handled the vehicle after my return.The lack of response from Alamo has been frustrating. Their failure to provide time-stamped proof raises concerns about the validity of their claim. Instead of investigating, they filed a claim against me without clear evidence or proper communication.I request that Alamo drop this damage claim due to the lack of clear and time-stamped evidence proving my responsibility. I urge Alamo to improve its damage claim process to ensure customers receive proper documentation and notification before claims are filed against them.

  Business Response

  Date: 03/10/2025

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

• Initial Complaint

  Date:03/05/2025

  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.

  My husband and I rented a car from Alamo at the ******************* on July 12, 2024. We returned the vehicle on July 14, 2024. Upon returning the vehicle, when asked if the car worked out for us, we reported that the radio did not connect and function properly, but otherwise, the vehicle was fine. We reported this because rental companies have a history of pinning damages on people who did not cause them. Later in the day on July 14, 2024, we received an email from Tri-Brand Assistant Branch Manager, ***** *****, who acknowledged and apologized for the radio issue, and told us to use his email as proof for 10% off our next rental. We have not rented since this date. There was no further communication until September 2024, when we received a letter from Alamo stating that we caused damage to the vehicle - the type of damage was unidentified. After many runaround phone calls, we were told there was hail damage to the vehicle upon our return. This is simply not true. We have called and left messages for various different people trying to dispute this, but have never been able to connect with anyone who could address the matter. Now we are receiving letters every couple weeks asking us to pay $1165.00 and saying we can never rent with them again. They have provided no documentation of said damage, no timestamped photos of before and after our rental, no logs of who rented the vehicle after us, no invoices to support the amount they are claiming. They simply expect us to cut a check. Of course, we took photos when we rented the car, however, a few weeks after returning, we deleted them because we did not expect to be falsely accused of damage two months after returning a vehicle. We refuse to pay for this damage, as there was no hail storm while we were in town and we did not cause the damage. The never ending runaround of phone calls and voicemails is exhausting, and it appears they are trying to wear us down and scare us into paying for something we did not do.

  Business Response

  Date: 03/10/2025

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

  Customer Answer

  Date: 03/16/2025

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

• Initial Complaint

  Date:03/05/2025

  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.

  My husband and I rented a Jeep from Alamo in **** in November 2024. We were rear ended on November 14, 2024. We have information on the other driver, their insurance, witness contact, as well as a police report. We filed the incident right away with Alamo and provided all the evidence via email promptly. Everything clearly proved that we are NOT at fault. We were contacted by Alamo asking us to fill a form so that they can request the police report from **** police in December 2024 which we turned around within one business day. In the meantime, we continued to get repair bills and reminders despite asking the Alamo recovery specialist to stop sending us the bill. Initially, the specialist advised us to ignore the bill as they were requesting the police report. In the meantime, we followed up with the same specialist via email multiple times to get the update; the response had been that they havent received the report from the police yet. In Jan 2025, the specialist then told us we are liable for the damage as they couldnt prove that we are innocent. In Feb 2025, we called **** police who confirmed no one had reached out to them requesting police report for our file. We tried to get contact with our specialist via email multiple times and received zero response. They are full of lies and not responsive and have no idea how to do proper customer service. We do not recommend renting from Alamo.

  Business Response

  Date: 03/06/2025

  Thank you for the opportunity to respond. Management has decided to close our file. The customer has been absolved of any pursuit for damages related to this rental agreement.

• Initial Complaint

  Date:03/03/2025

  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.

  OK, so I made a reservation through ********** For specific car that this company said they had at the airport. I double checked and called the customer service hotline to make sure because I didnt wanna have any issues going to get the car that I reserved and them saying they dont have any cars or not that car and when I spoke with the customerservice, they said I would have absolutely no problems. So I trusted their word and went on and got an **** over to the airport thinking this will go over smooth. Well I forgot that their customer service are people that work in other countries that could barely speak English and absolutely lazy while they work at home. Because when I arrived first thing, the person at the desk says is they dont have that car all they have are SUVs and they are more expensive. So I called the customer service asking for an explanation and they said that somebody will get back to me very shortly. Well here we are five days later and I still havent heard from nobody. Luckily I got enough common sense to know that nobody was gonnacall me after I made a second attempt and I feel bad for if they pull that same thing on an elderly person or anybody with disability Who will believe them and probably spend the night at the airport freezing thinking that this company would make it right well They could care less. Not only am I making this complaint for me Im making this complaint for other people because something needs to be done. I shouldnt have to overpaycall customer servant do my due diligence and then turn out waste. My time I booked a reservation the corporate said the car is there But yet when I arrive its not and what do you know I gotta pay Significantly more than what I was quoted. Someone needs to be scolded because it seems like a bit of a scam

  Customer Answer

  Date: 03/04/2025

  The two pictures that I sent earlier showed the price difference of the vehicles that I got all of this happen February 26 at 8 PM I was told that everything was OK go ahead and go there what youre gonna pay and what you were gonna get when I get there they dont have what I have and but ironically, they do have something more expensive

  Business Response

  Date: 03/07/2025

  Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed the proper adjustments to resolve the matter.

  Customer Answer

  Date: 03/07/2025

  The rental agreement # is 1996760217

  Business Response

  Date: 03/24/2025

  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: 03/25/2025

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

• Initial Complaint

  Date:02/28/2025

  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 had an Alamo reservation to pick up a vehicle at 11:00pm on Saturday, October 5, 2024, at the ******************* location. I had arranged to "skip the counter" and find any available vehicle.Upon arriving at the parking lot, the service counter was closed and there was not a single vehicle available. Nor was there a single vehicle available on the Enterprise or National lots, Alamo's partner companies. I had no choice but to walk over to the check-out booth and ask them for help. The gal at the booth called up the Alamo night manager, and he explained that, indeed, no vehicles were available for us.He said that my best option would be to find an Enterprise location the next morning, as not all rental locations would be open on a Sunday, and to rent a vehicle from them. In order to get to our end destination immediately, as it was now past midnight, he said we'd just need to catch an ***** and Alamo would then reimburse me for doing so.I reluctantly hailed an **** and rode the 45 minutes to my end destination. The **** charge was $65.48, and after a $5.00 tip, the total ended at $70.48.The next morning, I hitched a ride to a local Enterprise and spent $158.17 for a new rental.Since this unfortunate incident, I have called Alamo Customer Support at least 15 times for help in rectifying the situation. At long last, I have been reimbursed for the original rental agreement. However, with regards to the money spent on my ***** I have repeatedly been told that they would forward my information on so that someone could reach out to me for rectification. This call-back has never happened. I have also repeatedly asked that my call be escalated to a supervisor or manager that could help, and this is apparently impossible.THIS INABILITY OR UNWILLINGNESS TO RECTIFY A SIMPLE SITUATION IS UTTERLY UNACCEPTABLE!I am willing to be reimbursed for either the **** or Enterprise charge, but neither is not an acceptable outcome.

  Business Response

  Date: 03/07/2025

  Thank you for the opportunity to respond. Management has reached to the customer to share that a refund check has been mailed to the customer for the amount of the third-party ride share service utilized.

  Customer Answer

  Date: 03/07/2025

  Complaint: 23004323
  
  I have reviewed the business' response and am rejecting it because:
  
  As grateful as I am that a reimbursement check for **** has been mailed to me, I also requested to be contacted by Alamo for an apology and explanation.  For the 15 times I called and attempted to have this issue resolved over 5+ months, you owe it to me to call and explain why you have made it so impossible to resolve such a simple issue without needing to resort to a BBB complaint.  I will await your apology and explanation at ************.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/11/2025

  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: 03/12/2025

  Thank you for the opportunity to respond. Management has spoken with the customer and addressed their concerns.

  Customer Answer

  Date: 03/13/2025

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

• Initial Complaint

  Date:02/27/2025

  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.

  Charged incorrectly for the car rental, was supposed to be $46.40 per day plus fees. Tried chatting but kept getting disconnected. The attached invoice shows we drove the car 31 miles in three days. That too is incorrect. I never received the invoice although it states in the chat it was mailed to me. It was not.

  Business Response

  Date: 03/05/2025

  Thank you for the opportunity to respond. Management has reached out to the customer with the intent to address the concern directly.

• Initial Complaint

  Date:02/25/2025

  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 used my ******** express card on 1/28/25 and they charged my card pre-pay. I had to cancel the rental as my card has a $400 limit and I was advised there was a $300 deposit. Their new manager ******* ******* said i will have my refund in 24 hrs. I have filed a complain/escalation with Alamo and Credit One with no refund. Charge is still on my card. ***** Goodari with customer service tried to assist. I never used their vehicle and want my refund. This is affecting my credit.Alamo Rent A Car ******************************************** Thank you

  Business Response

  Date: 03/11/2025

  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:02/25/2025

  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.

  Alamo/Enterprise disappeared with my money! The company Alamo committed to refunding me $98.17 after correcting a serious mistake it made in January 2025. After weeks of trying to resolve the issue with unprepared attendants in a surreal customer service system, the company finally admitted its mistake and informed me that it would process a refund for the mentioned amount ($98.17). However, I never received the refund, even though the company claimed it had already been processed. What would be the only way to verify the truth? The company would have to provide records of the transaction it claimed to have made in my favor, right? So, I requested that the company provide me with records of its chargeback transaction, which it claimed to have processed, but it persistently refuses to provide such records. If the company actually made the transaction, it is the only one that can present records confirming the operation, yet it refuses to provide any information.

  Business Response

  Date: 03/10/2025

  Thank you for the opportunity to respond. Management processed this refund on 02/07/******* best assist, we have provided the customer with the updated invoice via email on 03/10/2025. We urge the customer to further inquire with their financial institution regarding the matter as the documentation reflects the merchant released $98.17 to the customers card on file as of 02/07/2025.