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 Car Rental

  500 Aviation Pkwy Ste 15 Greer, SC 29651-6650

• 

  Alamo Rent A Car - Serving Oregon

  1000 Terminal Loop Pkwy Ste 110 Medford, OR 97504-4171

• 

  Alamo Rent A Car

  Ottawa Inti Arpt. 100 Parkway Private Ottawa, ON K1V 2C1

• 

  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:02/24/2025

  Type:Order 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.

  - Rental Agreement# ********* - Reservation# *********** - Priceline price: $584.47 - Alamo Price charged: $2296.26 First Case# ********* Second Case# ******** I had a dispute regarding the billing of a car rental that I made through Priceline to the Alamo company at ********************I received my first rental contract by email by ******************* ALAMO company, on December 6, 2024. This contract was initially for a rental from December 6 (pick-up at *******************) to December 16 (return at ******************* as well). A contract for a total amount of $584.47.However, the day before my return on December 16th, my flight was cancelled by the airline. So the only other early flight I could find was the next day, December 17th, at *******************. That same day, I called ******************* ALAMO to ask if I could return the car on the 17th instead of December 16th; and at a different airport (*******************). The customer service at **************************************************************** told me that I would simply have to pay the equivalent of ONE EXTRA DAY of my original contract of December 6th, and that I could return the vehicle without any problem at *******************. So that is what I did. And I was sent the new return contract from ******************* ALAMO (on December 17th), with an additional day charged (for a total amount of $622.13). They had charged me an extra day of $37.66, which was totally fine.However, on December 17th, I then received another final bill totaling $2,296.26 for the return to *******************. I was also charged another additional fee of $1,674.13.Since then, I made over 10 phone calls to Alamo Car Rental customer service to re-file the complaint. Never a return call, and they always close the cases.Alamo ****************** kept my credit card information to remove exorbitant charges from my account without any agreement or prior authorization. Could you help me, please?Stphane Duquenoy ************

  Business Response

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/24/2025

  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 vehicle from Alamo via the ************* website beginning on 1/28/25, and returned this vehicle on 2/7/25.During this time, I used the rental vehicle ONLY for travel to and from my home address to my workplace. The route traveled was ONLY on I-95 which is not a toll road. I did use the *** inside of the vehicle daily which could easily be reviewed by Alamo.On 2/15 I received an email from Alamo with a receipt for toll charges in the amount of $28.14. Upon receipt, I immediately logged in to the ****** travel website and submitted a dispute for the toll charges. The dispute went to ******* internal escalation department for travel services. The result of that dispute: ****** advised me that per their contract with Alamo, Alamo only has to produce a toll receipt no other proof. I requested that ****** ask Alamo to contact their toll vendor to produce photos from the toll road of the driver. ****** / Alamo refused as according to ******s travel escalation department producing photos is not required per their contract. The vehicle that I rented had Alabama plates and was titled as a Fleet Vehicle. The tolls that are listed on the receipt forwarded by Alamo show the vehicle in *******. I never went to *******. As noted above I ONLY went back and forth from my home to my place of employment. I have been told by ****** to contact the toll merchant. I will not be contacting the toll vendor as I never used tolls and have no reason to contact them. The issue is between Alamo and their toll vendor.****** should stand behind their Executive Members, clearly they do not.I chose to rent a vehicle from Alamo using ******s Travel site as I believed that ****** would utilize reputable vendors. Clearly, I was mistaken.Alamo is perpetrating a fraud on ****** members.NOTE: I believe ****** Corporate should be made aware of this BBB filing as well as Alamo Corporate.

  Business Response

  Date: 03/08/2025

  Thank you for the opportunity to respond. Management shared the customer is currently in communication with the toll department.

  Customer Answer

  Date: 03/10/2025

  Complaint: 22977614
  
  I have reviewed the business' response and am rejecting it because:
  

  This issue has not yet been resolved.

  On Friday, March 7 I received an email late in the business day inquiring if I had any time stamped receipts to show my location during the timeline of the aforementioned dispute.

  I responded on the evening of March 7 by submitting a multipage document that contained a total of 14 receipts but have yet to receive any type of response. I have attached that same document to this message for situational awareness.

  Closing this complaint is premature and inappropriate.

  Sincerely,

  ****** ****

  Business Response

  Date: 03/11/2025

  Thank you for the opportunity to respond. Management spoke with the customer and issued a refund while **** Department is conducting their investigation. Management also provided the customer with the proper contact information for further correspondence. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with Alamo's response and appreciate the credit. 

  The toll company is asking for additional receipts in addition to the 14 that I have already provided. This is ridiculous.

  Since Alamo has issued a refund to what I was charged for the vehicle rental to offset the false charges from the toll vendor I will accept Alamo's proposed resolution.

  Note that the toll company's practices remain fraudulent as I never traveled on a toll road while renting the Alamo vehicle.

  This issue / complaint should be highlighted as part of this resolution, as closing this case does not hold the toll vendor responsible for falsely billing rental car customers.

  Future customers will experience the same fraudulent billing practices and this should not be viewed as acceptable by any of the entities sited in my original complaint. 

  Thank you
  
  ****** ****

• Initial Complaint

  Date:02/22/2025

  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 am writing to formally report a series of unresolved issues with Alamo Rent A Car regarding my rental experience from February 14 to 16, 2025, at the *************************** location (41AV).On February 14, 2025, I rented a Jeep Wagoneer from Alamo at ***************************. The issues began on February 15 when the vehicles battery died unexpectedly. After the battery first died, we contacted Alamo roadside assistance. We managed to jump-start the vehicle but experienced the same issue again after a stop in ********. Despite calling Alamo roadside assistance, no help was available for over two hours, and the local ******** location was closed. We were forced to seek help from strangers and take two separate **** rides to ensure we did not miss our early morning flights. This resulted in significant disruption, lack of sleep, and a rushed end to our trip, I contacted Alamo customer service multiple times. On three separate occasions, I was assured that a manager would follow up, but no one did. This lack of communication displayed a concerning level of unprofessionalism and poor customer service.I made several attempts to resolve this matter with Alamo:Multiple **************** Calls: I was repeatedly assured that a manager would contact me, but no follow-up **************** with **** *****: On February 17, **** ***** informed me that the vehicle was being tracked but failed to provide any updates or confirmation about the vehicles status.Follow-Up Email: On February 18, I sent a follow-up email requesting an update, which was ************* Contact with Alamo Assistance: On February 19, I was informed that the vehicle had been located, and with no communication I was still charged for the rental on February 19, 2025. I had to dispute the charge with my ***** credit card. Additionally, I contacted *******, the third-party service used to book the rental, and as of February 22, they informed me that they are still awaiting a response from

  Business Response

  Date: 02/25/2025

  Thank you for the opportunity to respond. Management spoke with the customer,addressed their concerns, processed a refund, and offered compensation to resolve.

  Customer Answer

  Date: 02/28/2025

  Response to Alamos Reply
  
  
  We appreciate Alamos response and the eventual resolution; however, their claim of promptly addressing our concerns and providing compensation is misleading.

  
  1. Delayed Resolution & Lack of Communication: Alamo only took action 10 days after the incident and only after we escalated the matter to the BBB not within a reasonable timeframe. We had to make multiple attempts to reach a manager, each time being assured of follow-ups that never came. The level of effort we had to exert just to receive a response was unacceptable.

  
  2. Disproportionate Offer: The compensation offered feels like what would be provided to a customer who was assisted immediately, rather than one who was ignored for days. We received virtually no communication until after filing a BBB complaint, despite multiple attempts on our part. Given the inconvenience, stress, and out-of-pocket costs we incurred, the offer of a refund for only one night of our rental and three free rental day codes (for a different class of vehicle) does not reflect the severity of the situation.

  
  3. Lack of Follow-Through on Promises: On Tuesday, February 25th, we were told that we would receive a tracking number for the compensation check being sent to us. Today is Friday, February 28th, and we have yet to receive any tracking information or confirmation that the check has been sent. Nor have we received the check which we understand may take a few more days since we live in **************. However, this is yet another example of the poor communication we have experienced throughout this process.
  
  4. Lack of Trust & Future Discounts: Alamos manager mentioned discounts on future rentals but only if we text her personally. Given the difficulty we faced in receiving even basic customer service, we do not trust this informal arrangement. Additionally, we were told we would be connected with someone to discuss to process to get more information about setting up a corporate account because the branch didnt know much about that process, but that has not happened.
  
  
  Overall, we were not treated as a customer with a legitimate complaint. Instead, we were ignored for days, given the runaround, and only received a response when we escalated the issue.
  
  
  While we do not feel that this resolution fully makes up for the experience, we recognize that there is little more we can do at this point. We will reluctantly accept the compensation offered but want it noted that we do so only due to the lack of further options, not because we believe Alamo has handled this fairly or appropriately. Had they communicated with us from the start and resolved the issue in a timely manner, we would have been far more satisfied.
  
  
  We sincerely appreciate the BBBs assistance in pushing for a response and holding Alamo accountable. 
  

  
  

  Customer Answer

  Date: 03/04/2025

  Complaint: 22978022
  
  I have reviewed the business' response and am rejecting it because:

  
  To Whom It May Concern:

  
  I am writing to formally reject Alamo Rent A Cars response to my Better Business Bureau (BBB) complaint. As of today, March 3, 2025, Alamo has failed to follow through on their promised reimbursement check for one nights ****** lodging and parking fee, and several other issues remain unresolved.
  My reasons for rejecting Alamos response are as follows:

  
  Promised reimbursement check not received: Alamo agreed to reimburse me for one nights ****** lodging as part of their response, but I have not received the promised check. It has now been one full week since this reimbursement was promised, and still, no check has arrived as of March 3, 2025.

  
  No follow-up or tracking information provided: On Tuesday, February 25, 2025, I was told that I would receive a tracking number for the check. Today, March 3, I had to reach out to the manager again around 2:30 PM for an update, and at 5 PM, she responded that she had not received a tracking number. Once again, I had to take the initiative to follow up rather than receiving proactive communication from Alamo. This pattern of delay and lack of transparency is unacceptable.

  
  Limited compensation received (not equivalent to original rental): The only compensation I have actually received so far is a refund for the *** rental and three rental day codes. While I appreciate the refund, the three free rental day codes are for a different class of vehicle than the one I originally rented. This means they do not truly replace what I lost and do not adequately compensate for the inconvenience I experienced.

  
  Pattern of delayed responses and poor follow-through: Throughout this process, Alamos customer service has been very slow to respond and has repeatedly failed to follow through on promises. Every step from getting responses about my initial issue to obtaining the promised tracking information has been met with delays or silence. This ongoing pattern of ineffective customer service has caused me significant frustration and eroded my confidence in Alamos ability to resolve the situation.

  
  Given the issues outlined above, this matter remains unresolved. Alamo has yet to deliver the promised reimbursement check, which is a key part of making this situation right. Until I receive that check and all promised compensation, I cannot consider Alamos response satisfactory.

  
  In summary, I am rejecting Alamos response to my BBB complaint. I urge Alamo to take accountability for these shortcomings and promptly fulfill their promises. This means sending the reimbursement check immediately and providing the tracking details as promised, as well as ensuring any further compensation adequately addresses the inconvenience I faced. I expect Alamo to follow through without further delays. Only once I have received the promised reimbursement (and proper compensation for the disruption I endured) will I consider this complaint fully resolved.
  
  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/05/2025

  Thank you for the opportunity to respond. The customer has been provided the tracking number and compensation requested.

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. As of today at 1p we have received the agreed upon compensation.
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/21/2025

  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 November 21, 2024 I reserved a Premium SUV AWD (Reservation Confirmation **********, est. total $1064.17). We (4 adults/4 children) arrived at the Alamo pickup location (******************************** (LAS) at 1:00am on 12/27 (our set pickup time) with the **** the Counter Ticket to discover they did not have our vehicle or any similar vehicles on their lot. The counter employee took down my contact information and said they will call the next day when a vehicle is returned. That resulted in 2 families having to hire an **** to get to the hotel from the airport. I reached out to customer service around 5pm and was told someone would call me with an update. After not receiving a call, several hours later I called again and spoke with someone that informed me the airport location still did not have a Premium SUV AWD. However, a local Enterprise branch had a similar vehicle and booked it for us to pick up the morning of 12/28. The morning of 12/28, I received a call from the Enterprise branch saying the vehicle Alamo reserved was not on the lot and Alamo should not have been able to book it in the first place. We were then forced to rent a van from another company for considerably more money because 12/28 was the day we planned on driving to our next destination. This complete disregard to honor our existing reservation led to numerous **** trips and a costly last-minute rental from another company. We were promised by the airport counter customer service representative that we would be compensated for the added expenses. However, my attempts to contact and escalate the situation with the Regional Manager have been unsuccessful. I am seeking compensation for the additional costs as I can provide receipts and sufficient support documentation.

  Business Response

  Date: 03/05/2025

  Thank you for the opportunity to respond. Our Area Manager has spoken with the customer and requested the documents needed.

  Business Response

  Date: 03/07/2025

  Thank you for the opportunity to respond. Management has received all necessary information and decided to issue a refund to resolve.

• Initial Complaint

  Date:02/20/2025

  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.

  Hello, This is an ongoing issue with Alamo. As a long-term customer I have experienced multiple issues that began in July 2024 for a bill received for $46.45 in which was paid on July ******. Shortly after I followed up regarding this bill via email: ************************* on 7/10/2024 with attached statement of payment. In addition with a phone call in which I was notified everything was fine. Moreover, in the last couple of days I have contacted Alamo several times to resolve this issue via phone and email without any success. I have received a message that I can not book due to uncovered a problem associated with your account details, which if not resolved, may result in a delay in completing your rental transaction or prevent us from fulfilling your reservation at the time of rental. in which is extremely incorrect. I have spoken with three helpful representatives including the chat option whom has also escalated issues as of today. Unfortunately Others were absolutely no help. Yet, the issues has not been resolved . This whole situation is inconveniencing and blocking me from booking with other rentals for an upcoming vacation.

  Business Response

  Date: 02/21/2025

  Thank you for the opportunity to respond. Management has researched the complaint,confirmed the clearance of payment on 7/9/2024, and confirmed that the customers rental privileges have been reinstated.

• Initial Complaint

  Date:02/16/2025

  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.

  Following the letter I sent to almo rental car were they charged my **** $560.00 and they are asking for another $$340 To whom it may concern:I just received the attached letter/invoice in regard to damage claim with Alamo # ********. My respond will be as follows:1. On January 1, 2025 I rented the truck from Alamo in ***************** and I drove the truck with my wife and little kid heading to ***********. As soon as we exited the rental car building the tire blowout. Therefore, we drove back to almo lot scare and confused with my son screaming from what we went through in ***** minutes.2. As soon we got there, the manager who was on duty and the one I rented the truck from came out and after he inspected the tire, he apologized and offer us another truck at no additional cost and using the same deposit. He said the blow out could happened because the air was very low and we didnt not catch that again, we are sorry. We accepted his apology and we said we are scared and we decided to cancel our trip for a wedding regardless of the cost we have accumulated to attend this wedding. He said your balance is zero and will credit your **** account. Also, said wait to give you receipt I said we have to go then he said will email you your receipt3. I waited almost two weeks to get the credit on my **** but I did not receive it and my story started with Ton of phone calls and each person transfer me to other person then every department transferred me to other departments.4. Finally I received your email after almost six weeks saying I owe you the amount of $960.59.4. Based on the above, I Believe I dont owe you any money based on the conversation with the manager on duty that morning in addition to the witness who was there. Therefore, I am demanding to credit my **** account with the total charged immediately otherwise legal action will be taken.Dr. ***** ******* ***************************************** ************ **********************

  Business Response

  Date: 02/19/2025

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

  Customer Answer

  Date: 03/12/2025

  Thank you very much and yes the company delivered and solved the case 

• Initial Complaint

  Date:02/05/2025

  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.

  We rented a car from Alamo Car Rental (rental agreement number *********) at the ********************* from December 12, 2024, to December 14, 2024. We left the car rental facility at 3:13 P.M. Shortly after departing, my son, who was driving, noticed a small crack at the bottom of the windshield. We took a timestamped picture of the crack at 3:22 P.M. and forwarded it to the company. We also found another small crack in the upper right corner of the windshield. I immediately called the car rental companys service line to report the damage. Upon returning the vehicle, I informed the gentleman checking us in that I had called about the damage right after leaving the facility; he confirmed he saw this on his computer screen and said we would not be responsible for the damage. However, several weeks later, I received an email from Alamos Damage Recovery Unit stating we were responsible for the damage to the windshield, totaling $861.00 (glass repair $761.00, administrative fees $100.00). I should not be held responsible for damage that occurred before our rental.

  Business Response

  Date: 02/12/2025

  February 12, 2025

  BBB

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

  Alamo File No. 21914548

  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 Mr. ****************** Monahan-Ellery rented a 2024 Jeep Grand Wagoneer bearing ********* registration N616429 from ****************** dba Alamo Rent-A-Car in OKC ******************************

  At the time the renter took possession of the 2024 Jeep Grand Wagoneer, the vehicle was determined to be rented with damage to the wheel and windshield. This was confirmed by the renter initialing on an electronic tablet at the time of check out. Upon return, a claim was written for a cracked windshield, erroneously citing it as new damage.

  Upon reviewing the concerns presented by Mr. ******** our office closed our file on February 11, 2025. At Alamo 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: 02/12/2025

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

• Initial Complaint

  Date:02/04/2025

  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.

  For Rental Agreement # *********, Invoice # ***********. I was charged $53 for refueling even though I brought the vehicle back with a full tank. I have photos of the gauge. Requesting refund.

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond. Management resolved the matter directly with the customer.

• Initial Complaint

  Date:02/04/2025

  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.

  We picked up a car and while driving to our destination the tire pressure sensor light came on. I looked at the tire and there was a nail in it. Not sure if it was there when we rented it or this happened on route to our hotel but I called road side assistance to see what they wanted to do since were were 3 hours from where we rented the car. Of course you get a call center where they speak horrible english and their solution was to send me to the nearest rental location (40 minutes away) to change the car out. Got there and that location had no cars. Clearly the call center goes through a checklist and does not actually check locations before they send you. We called 2 other locations within an hours drive an no one had cars. I called Alamo back and they told me to drive an hour to a tire center (all of this on a bad tire that was losing pressure). This time I called the tire center before I drove there and they told me they do not carry that tire. Again, the call center was sending me on a wild goose chase to a dead end solution. When I called Alamo for the 3rd time I was furious they were jeopardizing my safety and making drive all over creation without verifying these solutions would actually fix the situation. When I said this the agent hung up on me. I spend hours on the side of the road making calls myself trying to find a place to get the tire fixed on my own since Alamo was unable to deal with this. When you call they legitimately put your safety at risk with their worthless resolutions.

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond. Management contacted the customer regarding the matter. The customer shared that they are safe and appreciative of the follow up. Management offered compensation to resolve.

• Initial Complaint

  Date:01/23/2025

  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 made a rental reservation with Alamo on April 10, 2024, for a family vacation from April ***** at ********************. I live in **** and booked through their website. Although the confirmed order total was $201. 01, my ***** credit card was charged $218.28, including a foreign transaction fee of $6.56. Upon contacting Alamo customer support, they couldnt explain the currency issue and advised me to check with the ************ location when I picked up the car. On April 26, after arriving at ************, I spoke to the branch manager, who was unaware of the situation and also couldnt help. After paying the $218. 28, I took the vehicle but it broke down the next morning, wasting my day. The car was towed back, and I received a replacement. When I returned the vehicle on April 29, the manager discarded the extra charge for the day I lost due to the breakdown. My updated rental agreement showed a charge of $145.52 instead. By August 2024, I started receiving letters and emails about a balance of $178. 77 for my rental. I had no idea what it was for. I reached out to the ************ Rental Resolution Team multiple times from August to October, but no one could resolve the issue. They said it was due to an unknown promo or discount that affected my charge, which needed clarification from the ************ branch. However, I couldnt reach anyone there to get answers nor the **** could reach with anyone at the branch In January 2025, while trying to rent another vehicle through Enterprise, I learned I was on a "do not rent" list due to this unresolved issue. I contacted support, who said they would address the situation. However, after following up, I discovered no progress had been made. I have provided all necessary docs detailing my charges, and I seek a resolution to remove the incorrect outstanding balance and my name from the do not rent list. I request prompt action as I have had no follow-up from anyone throughout these months.Agreement #*********

  Customer Answer

  Date: 01/23/2025

  I made a rental reservation with Alamo on April 10, 2024, for a family vacation from April ***** at ********************. I live in **** and booked through their website. Although the confirmed order total was $201. 01, my ***** credit card was charged $218. 28, including a foreign transaction fee of $6. 56. Upon contacting Alamo customer support, they couldnt explain the currency issue and advised me to check with the ************ location when I picked up the car. On April 26, after arriving at ************, I spoke to the branch manager, who was unaware of the situation and also couldnt help. After paying the $218. 28, I took the vehicle but it broke down the next morning, wasting my day. The car was towed back, and I received a replacement. When I returned the vehicle on April 29, the manager discarded the extra charge for the day I lost due to the breakdown. My updated rental agreement showed a charge of $145. 52 instead. By August 2024, I started receiving letters and emails about a balance of $178. 77 for my rental. I had no idea what it was for. I reached out to the ************ Rental Resolution Team multiple times from August to October, but no one could resolve the issue. They said it was due to an unknown promo or discount that affected my charge, which needed clarification from the ************ branch. However, I couldnt reach anyone there to get answers nor they said the branch got back. In January 2023, while trying to rent another vehicle through Enterprise, I learned I was on a "do not rent" list due to this unresolved issue. I contacted support, who said they would address the situation. However, after following up, I discovered no progress had been made. I have provided all necessary documents detailing my charges, and I seek a resolution to remove the incorrect outstanding balance and my name from the do not rent list. I request prompt action as I have had no follow-up from anyone throughout these months. Rental agreement 858499900

  Business Response

  Date: 02/03/2025

  Thank you for the opportunity to respond. Management has reached to the customer several times but has not established contact. Management intended to address the customers concerns and share that the 3rd party travel agency would be able to further assist with billing issues as the merchant. Management has reviewed the rental charges and confirmed that there are no additional fees present. The rental total amount of $142.52 reflects the free day the customer was issued due to their rental experience. Our customer service support team issued additional rental credit to be used at the customers discretion. The customers rental privileges were placed on hold due to the dispute of the rental balance initiated with the customers financial institution. However, this balance has been resolved, and the customers rental privileges have been reinstated.