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

437 total complaints in the last 3 years.
195 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:01/17/2025
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 rented a seven passenger all-wheel-drive vehicle from Alamo, from December 26, 2024 to January 2, 2025, in ******, ********. When my family and I got to Alamo at the **************, we were given the wrong vehicle. Not only was it not a seven passenger SUV, but it was not all wheel drive. I didnt notice that it wasnt all wheel drive till the next day. Due to the fact that it was not a seven passenger vehicle, we were told to just have one person sit in between the captain seats, with no restraint. The next day, when I noticed it was not all wheel drive, and there was snow coming to the area, I called customer service and reported the issue, at around eight in the morning on the 27th. I was told that the agent would relay that information to the closest Alamo office so they could help correct the issue. At 12:08 AM on the 28th I received a text message from Alamo manager *****, who stated thatHello!My name is ***** and I am one of the managers at Alamo in ******. I apologize for reaching out so late. I was notified that you wanted an all-wheel-drive vehicle because the Atlas does not have a snow feature. I do apologize for the inconvenience. I see you had a premium crossover non-all-wheel-drive booked; however, I would like to get you into a vehicle where you feel more safe driving in the snow. Please let me know where you are located and we can possibly complete that switch out at a location closest to you. Also, please send me your email so I can pass along the message to the morning crew since I wont be in till 4 PM tomorrow. Also, you can email all managers at **************** Thank you!. I replied with the requested information at 9:12 AM. At 4:48 PM I was contacted by another manager Caden Who apologize for the inconvenience and asked if I would be going to the mountains. I explained that we were going into the ***************. At 5:52 PM he said he would follow up with ***** ***** text me back at 7:27. Neither ended up helping me!
Business Response
Date: 01/31/2025
Thank you for the opportunity to respond. Management has reached to the customer but left messages as they have been unsuccessful in establishing contact. They intend to speak with the customer directly.
Initial Complaint
Date:01/15/2025
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 very bad experience of car rental with Alamo at *** location when I was in LA from Dec 31, 2024 to Jan 4, 2025.I returned the vehicle on Jan 4 and noticed that the total amount charged to my credit card was US$1174.05, almost 6 times of the original amount. I talked to the on-site manager, DJ, immediately. He said the vehicle I drove was a standard SUV, not mid-size SUV as I booked. Therefore the software automatically charged me more than the original amount. I said I just took the vehicle whatever your staff gave to me and how I was supposed to know it was not the right size. He gave me a refund of US$966.21 and showed me the amount on screen. He said he was unable to print out the receipt so he let me took the screen capture. He mentioned that the refund should show on my credit card in one or two ********* day, Jan 5, I checked my credit card transactions online. The refund of US$966.21 did show up. However, in the evening of Jan 6. Alamo charged me US$966.21 to my card. Alamo took the refund back. I called Alamo office next morning. The lady who answered my call said someone would take a look at this issue and give me a call back. I waited until Jan 7 around lunch time and nobody called me so I called them again. A guy answered my call and said he would send a message to the local manager.A few hours later, I got an email from Alamo with an invoice of US$970.00. At the same time, a refund of US$966.21 showed up on my credit card. I got totally confused and was worried about this new invoice so I called Alamo again next morning. A lady answered my call and said I was not owning anything and just ignore the invoice. I asked her send me an email indicating the latest invoice was void. She said she would do it, but I havent got it yet.I thought it was the end of the story, but I was wrong. In the evening of Jan 9, Alamo charged my credit card for US$970.00, again.I deserve the refund as I drove the vehicle as their staff asked me to drive.
Customer Answer
Date: 01/16/2025
Hi,
The Rental Agreement # is *********. I have uploaded the original rental agreement. I also want to let you know I have contacted my credit card company to dispute the transaction of Jan 9. If you need more information, please let me know.
Thank you for your help.
Ye
Business Response
Date: 01/25/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Customer Answer
Date: 01/27/2025
Better Business Bureau:

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

Sincerely,

Ye *****
Initial Complaint
Date:01/08/2025
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.
We reserved a car with Alamo at the *****, ********** for 12-26-24 to 12-31-24. However, the ************* Alamo car rental stated no cars were available and told us to **** everywhere we needed to go, until our car became available and we would be reimbursed. No car ever became available (as they kept backing up the day that it would become available) and we saved our **** receipts as directed. We paid **** $690.02 during this time. I have now called Alamo 4x since 1-1-25 trying to get reimbursed. They have told me that they have escalated the case and I would receive an all back with in ***** hours and I have received no calls back.
Business Response
Date: 01/17/2025
Thank you for the opportunity to respond. Management has decided to offer compensation to resolve.
Initial Complaint
Date:01/03/2025
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 am writing to formally lodge a complaint against Alamo Rental Car at *************************** for their egregious handling of my familys car rental reservation during our holiday vacation in *******. This experience not only caused immense stress but also completely ruined our long-awaited family trip.We had planned meticulously for our holiday vacation and booked a rental vehicle with Alamo well in advance to ensure a seamless experience. Despite our efforts to prepare ahead, upon arriving at the Alamo office at ***************************, we were shocked to be informed that no vehicles were available. This was communicated without prior notification, and the staff offered no viable solutions to address the situation.When I pleaded with Alamo's representatives to assist us in finding an alternative vehicle, even suggesting they check availability at other locations or cities, my requests were flatly refused. Predictably, due to the holiday season, all other rental companies in the ******* area were fully booked, and we were unable to secure a replacement vehicle at the last minute.This utter lack of professionalism and customer care destroyed our entire vacation. The fact that there were numerous other families in the same predicament strongly suggests that Alamo engages in systemic overbooking practices, prioritizing corporate profit over customer satisfaction. This reckless and irresponsible behavior leaves customers like us as collateral **************************** failure to honor confirmed reservations and their refusal to provide any meaningful assistance is unacceptable and has caused significant emotional and financial distress for my family. This incident has irreparably damaged our trust in Alamo as a reliable service provider.I strongly urge the Better Business Bureau to investigate Alamos practices, particularly during peak travel seasons, to ensure no other families have to endure the devastation and frustration that we experienced.
Business Response
Date: 01/16/2025
Thank you for the opportunity to respond. Management has reached to the customer via email but has been unsuccessful in establishing contact. They intend to address the concern with them.
Customer Answer
Date: 01/20/2025
Complaint: 22765261

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

I just received this email from Alamo.
It doesn't state any offer or gesture to solve the issue.
They never contacted me over the phone either.
They lied and made false response to BBB stating they tried to contact me to solve the issue but I didn't response.
I am trying to seek the resolution and I never got any sincere response from Alamo at all.

Sincerely,

***** *****
Business Response
Date: 01/22/2025
Thank you for the opportunity to respond. Management has reached to the customer via phone call without success in establishing contact. Additionally, management has sent an email to the customer as they intend to speak with the customer directly.
Customer Answer
Date: 01/22/2025
Complaint: 22765261

I have reviewed the business' response and am rejecting it because: I received email from Alamo Rental Car but it does little to address regarding their action plan. There was no specific compensation to offer. They never tried to resolve the issue. I email back to Alamo customer service to address my concerns but so far nothing is resolved, and they didn't make any active effort to deaccelerate the situation.

Sincerely,

***** *****
Initial Complaint
Date:12/30/2024
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, a loyal Alamo Insiders member, submitted a formal complaint regarding an issue with my rental reservation at the ************************ under Rental Agreement #************ accommodate my family of six (three adults and three children), I made three separate reservations (Confirmation #s: **********, **********, **********) to ensure availability of a large SUV or minivan. Upon arrival, I was informed that no 6-passenger vehicles were available, and the only option was a 5-passenger car.Despite the significant inconvenience and the fact that the vehicle could not legally or safely transport my entire family, I felt forced to accept the 5-passenger vehicle as no alternatives were presented.I acknowledge the professionalism of *****, the location manager, who assured me he would try to secure a suitable replacement. However, four days into the rental, no follow-up has been received, and repeated attempts to contact the Naples location by phone have been unsuccessful.Adding to the urgency, the vehicle provided had a strong smell of marijuana/smoke, which poses a serious health risk to my three immunocompromised children.Despite speaking with various representatives from Alamo, Enterprise, and National, no resolution has been offered, and no replacement vehicle has been provided.I request:1.A replacement minivan or large SUV that meets my familys needs.2.Full removal of rental charges if a suitable replacement cannot be provided.I am extremely frustration with the lack of communication and the fact that the current vehicle forces my family to travel illegally and unsafely, with my 6-year-old sitting on an adults lap.A prior offer of a free rental day for a compact or full-size car is wholly inadequate, as these vehicles do not meet my familys requirements.I urge Alamo to resolve the issue immediately, ensuring my family can travel legally, safely, and without health risks.
Business Response
Date: 01/09/2025
Thank you for the opportunity to respond. Management spoke with the customer and resolved the matter on 12/31/2024. The customer has been provided a larger rental vehicle and offered compensation for the days he had a smaller rental vehicle on contract.
Initial Complaint
Date:12/22/2024
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 rented a car from Alamo on 12/2/2024 from its ******************** location and returned it the following day (12/3/2023) at the same location. The car was dropped through drop box because there was no one attending the counter (I do that a lot so I wasn't worried about it). The problem came to my attention when I received the billing invoice that night via email. I was overcharged for more than double my charge. It turned out they did not check my car in properly and recorded wrong milage (which they admitted later). I called them on following morning (12/2/2024) and addressed the issue and they promptly apologized and gave me a revised invoice with a promise that the overpayment in the amount of $200.72 has been credited back to my card. However, the credit that was supposedly been sent NEVER arrived. (I have not received any refund as of now after 2 weeks of waiting). I called again on 12/16/2024 and spoke to their manager, ****** R. ******, who claimed if the refund didn't show up on my card, it would be my bank's problem and not theirs. I suggested that if I were to call the bank, they would go about in the way to put a chargeback through, and I said I didn't want to go that route. At that point, the manager, ******, threatened me that, if a chargeback were to come through, she would put me on their "Do NOT Rent" list and ban me from renting at Alamo. She then refused to proceed further with an effort to resolve the matter. After hanging up, I called my bank, and they basically suggested that the only thing they can do for me is to file a chargeback. At this point, I am fearful that a chargeback will hurt my ability to rent cars (whether it be Alamo or otherwise) at that location from which I frequently rent a car. Currently, I am still waiting for my refund to come through in the amount of $200.72. I am furthermore furious about how that company can threaten its customers like that when it is them who made the mistake and caused this unpleasant situation.
Business Response
Date: 01/02/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 01/02/2025
That invoice the business provided was the one I already had received over a month ago. The complaint was filed because they did not credit properly according to the invoice they provided. They have credited my account, however, a few days after the complaint was filed After the fact (4 weeks after they claimed they credited my account). I still have not received any written apology I demanded. Nonetheless, I would consider this matter closed. If they don't live up to their reputation, it is not my problem. I can only assume their business will suffer in the long run as they continue this kind of business practice and give customer trying to correct their mistake terrible. time. I do, however, appreciate BBB's helpt in the matter. Thank you.
Initial Complaint
Date:12/16/2024
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 took a family trip from ***** OK to ***** ** from 10/4/24 to 10/9/24. We rented 2 cars from Alamo, a 2024 Jeep Grand Cherokee & 2024 one Jeep Rubicon. This complaint is for the Rubicon, rental agreement #*********. On 10/7/24, there was a mandatory evacuation in ******** ** where we rented an ******* Half of our family got a flight out of ***** on 10/8 before the airport shut down. The other half took the Rubicon & drove to ************ FL to catch a flight out the next day. During the evacuation drive, a rock hit the windshield of the Rubicon & made a small chip. After several hours on the road, the chip spread into a crack. When we returned the Rubicon on 10/9 at the ********************, we informed Alamo of the crack & filled out paperwork. My husband spoke to a *** at Alamo, he was informed the charge for the windshield was $691.40. He told them not to file a claim with our insurance, that we would pay for it with our credit card on file. Issue #1 Shortly after payment of the windshield by us to Alamo, my husband was notified by our auto insurance company that Alamo had started a claim with them. The claim was dismissed, however the insurance company *** wasn't clear if it would still affect our rates even though a claim was filed then dismissed. That was the sole purpose of us paying for the windshield out of pocket.Issue #2 We received a detailed copy of the paid invoice from Alamo, Claim #********, Unit #7WR6TJ, billing inv. #***********. There is a charge for damage of $591.40 and an administration fee of $100. What type of company charges a $100 admin fee during a state of emergency & mandatory evacuation?Issue #3 This is the major complaint it address - The windshield on the Rubicon is Gorilla Glass. This manufacture has a 2 year guarantee on the glass. How can Alamo charge us for the windshield when it is guaranteed by the manufacturer for ***lacement? We have tried to contact Alamo several times about this issue however we can't get an answer.
Business Response
Date: 12/23/2024
December 23, 2024

BBB

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

Enterprise File No. 21655287

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. ************ Mr. *********** rented a 2024 Jeep Wrangler bearing ******* registration 02ELXX from ******************************************* dba Enterprise Rent-A-Car in ****************************

At the time the renter took possession of the 2024 Jeep Wrangler, the vehicle was determined to be rented without damage. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by Mr. ************ he is responsible for all vehicle damage which occurs during his rental period.

After reviewing the concerns presented by Mr. ************ and notwithstanding the foregoing contractual obligations, we have decided to refund $395.70 for the administrative fee and 50% of the cost of repairs as a matter of customer service. At Enterprise 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: 12/27/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. This matter was taken very seriously by Alamo/Enterprise and we are very satisfied by the outcome and timely response by the company.

Sincerely,

***** & ****** ***********
Initial Complaint
Date:12/13/2024
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 August 12, 2024, I rented a car from Alamo at ***************** (RA # 5CCRPK). The agent, ******** *****, provided incorrect location information for the car (wrong row, wrong position), which made finding the car difficult.While driving from ********* to *****, I noticed that the air conditioning did not work. Ambient temperature was in the high 80s (F). When I arrived at my destination, I called the number which Mr. ***** had provided me on several occasions between 8 and 9 pm. Although the outgoing message stated that the phone was staffed until 11 pm, I received no answer.On August 13, I placed several calls to obtain a replacement car. I was assured that a suitable car was available in *************. After several additional calls, I found out that only vans were available there.After several more calls, I was directed to the Alamo branch location near the principal railway station in *****. I was told that the exact car that I needed would be there. I drove to that branch and was told that there was no car available at all. I was further told to return to the airport in ************ the airport, I spoke to **** *********, who described himself as the senior employee. He provided me with a replacement car, though not of my preferred type. Since Alamo's failures at this point had cost me two vacation days, I asked that my rental fee for those two days be waived. Mr. ********* was unwilling to accede to my request.I further note that another Alamo staff member at the airport was unable to help me connect my iphone to the car. He said I would need an app, but couldn't tell me which. I eventually determined myself that all that was required was a USB cable.I filed complaints at Alamo's web site on 9/20 and 9/30, 2024. I called Alamo at ************** on 11/6/24 and was promised a return call. I called Alamo ****************************** *************) on 12/3/24 and was promised a return call. To date, I have not been contacted by Alamo.
Business Response
Date: 12/30/2024
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: 01/07/2025
Complaint: 22686144

I have reviewed the business' response and am rejecting it because:
The business has not contacted me.
I was notified that the business acknowledged my complaint 7 days ago (12/31/25). They indicated that they would contact me, but they have not done so yet.
Sincerely,

******* ***********
Business Response
Date: 01/15/2025
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.
Initial Complaint
Date:12/06/2024
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.
Alamo keeps committing the same fraud over and over. I was supposed to receive Aadvantage frequent fliers mile for this rental, confirmation ********** but they never showed up. I have had this problem before with this location so I called in advance to verify the rental would receive miles, and the agent explicitly confirmed it. I needed to use these miles and was relying on them to keep my account active, and now wasnt able to do so or book a flight. I contacted Alamo twice and as usual got no response at all. The last time this happened I received no miles and was overcharged and was given ID ********************, ID; ********, and also had to file a BBB complaint, ********. Nothing Alamo says is reliable; having this happen once is gross negligence; having it happen over and over is intentional fraud, made worse by their deliberately making it impossible to have anyone address it.
Business Response
Date: 12/16/2024
Thank you for the opportunity to ****************** reached to the customer via phone call but was not able to establish contact. In an effort to resolve, management sent an email to the customer sharing Advantage miles may take up to 12 weeks to reflect post rental, an alternative process for submitting rental agreement numbers for points post rental, and that management has processed a partial refund for the inconvenience.
Customer Answer
Date: 12/16/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I wish Alamo did not perpetually cause this same problem and actually responded to prior direct complaints, but they dud eventually resolve the issue.

Sincerely,

******* *******
Initial Complaint
Date:12/05/2024
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.
Alamo rental car overcharged me for toll road I provided all required information to department which is responsible for overseeing this problem. And it is ****** 3 weeks they just do not respond at all Initial timeline was 48 hours. It is more than three weeks now and still nothing I paid for toll just after crossing the bridge. But they still charge me for toll and service fee. I emailed all receipts to **************************************** 11/16/24
Business Response
Date: 12/13/2024
Thank you for the opportunity to respond. The *************************** matches tolls accrued by Enterprise rental vehicles with the corresponding rental agreement open at that time by way of license plate. This entity has provided the phone number ************ and email address ******************************* for any questions or disputes regarding toll activity. We urge the customer to reach out with any proof of payment available.

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Alamo Rent A Car is NOT a BBB Accredited Business.