ComplaintsforAlamo Rent A Car

Auto Rentals and Leasing

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
For several weeks I have been having issues with using the skip the counter option. I rent cars almost every weekend and currently over the past 3 weeks when I attempt to do the skip the counter option once i enter my credit card information its stalls and never goes to the next screen. This is an inconvenience because sometimes the wait lines inside are long and as alamo insider this is perk that I'm now having an issue with . Could this issue be resolved my alamo insider number is *********
Business response
10/30/2024
Thank you for the opportunity to respond. We encourage the customer to troubleshoot with the following.

1.) Ensure the application and device have the most recent update available.
2.) Log into application after logging out.
3.) Attempt using another electronic device available. (i.e., if using a cellular device, attempt to prepare the reservation on a desktop computer).
4.) Attempt to utilize a different browser from that which is initially used.

If the issue persists following these steps, please feel free reach out for assistance. We are happy to help!

Customer response
11/01/2024
Complaint: 22491397

I have reviewed the business' response and am rejecting it because: I've done this multiple times from multiple devices, and laptops and it still doesnt continue to the next page once I enter my credit card information. I rent a car almost every week and this has become an inconvenience because something is wrong with your system that is preventing me to do skip the counter all of a sudden.

Sincerely,

******* ******
Customer response
11/01/2024
I have called about this issue numerous times and it;s still not resolved.

Reference 46447946
Business response
11/05/2024
The issue has been reported to our digital product teams, but no known system-wide issues are known at this time. We encourage the customer to attempt the trouble shooting steps listed in our initial response.
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I rented a jeep through Alamo Rent a Car at the *************** on Tuesday 9/24 and returned Saturday 9/28 between 6:45-7:15am. The airport has three levels for car rentals and I was on the first and upon entering was greeted by an employee who confirmed twice I was in the right area. Two days later on Monday 9/30 at 8:49am I received an email from ******* ********* stating they would like to know if I want to extend my rental which was alarming. I contacted the company's customer service three times before I was able to get ahold of a support member to assist me. They stated they had no record of the return and escalated me to the manager. Initially, they blamed me stating I didn't return the car even as I provided a timeline for that whole day, confirmed I asked the employee twice to verify I was at the right area, and confirmed the timeframe. They have been incredibly hard to get in contact with for updates as they initially are trying to claim I'm responsible for the loss of this vehicle which I wasn't. I suggested they check cameras and ask the employees working at the time and it seemed like they didn't even have that idea - they put bare minimum effort into this issue and 'searching' for the car. I just received a call today 10/4 with confirmation they located it as another rental, ***** confirmed they checked it in. The employee made an error as they mentioned other cars were missing as well.The entire experience has been horrible and their customer service team handled this poorly. They blamed me from the get go and it took them almost a full week to find the car when the reality is their team screwed up. This created additional stress and the fact there was no apology for accountability at the end is astounding. They did not communicate with me actively or treat this as a top priority despite placing blame on my end and creating anxiety for me.
Business response
10/21/2024
Thank you for the opportunity to respond. Management spoke with the customer, confirmed accurate rental day charges, addressed the customers remaining concerns, and offered compensation to resolve. The customer elected not to accept any compensation but expressed appreciation for the contact and apology.
Initial Complaint
10/09/2024
Complaint Type:
Product Issues
Status:
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.
Aug. 16, 2024 to Aug. 21, 2024, paid in advance with *************, for standard vehicle,when arriving at the pickup location no sandard vehicle was available so i was giving the next avaiable vehicle which was an upgrade, only fair since the reservation was *********** one from the Alamo **************** has contacted me or attempted to resolve the issues.
Business response
10/14/2024
Thank you for the opportunity to respond. Management has reached to the customer via different mediums but has been unsuccessful in establishing contact. They intend to address the concern with them.
Initial Complaint
10/02/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I rented a vehicle from Alamo at ***************** on 08/06/2024 and returned it on 08/10/2024. The car was in perfect condition upon return, and I confirmed again today with the staff by phone at the ***************** facility that no damage was recorded at the time of return.Several days later, I received an email from Alamos alleging that the vehicle sustained damage, accompanied by photographs that were several days after the car was returned. I have multiple concerns about the legitimacy of this claim:1) Alamos employees at ***************** did not make any notes of damage when I returned the car.2) The photographs showing alleged damage were taken after few days after the vehicle was returned. I do not know where the vehicle was or who drove it during that time, which raises concerns about the authenticity of the claim.3) The photos depict what appears to be hail damage, but there were no hailstorms in ********* during the time I had the vehicle. I have verified there were no weather events consistent with hail damage.4) The Damage Recovery Unit has failed to provide any proof that the alleged damage occurred while the vehicle was in my possession, and I am being wrongfully held responsible.I have contacted Alamo for further information, including a detailed report, a timeline of the vehicle's usage after my return, rental logs, and proof that the damage occurred while the vehicle was in my possession. I am awaiting a response, but I find their initial approach to be highly concerning.This experience has been stressful and time-consuming, and I believe that Alamo is attempting to hold me responsible for damage that did not occur while I was renting the vehicle. I respectfully request that the BBB investigates this matter and holds Alamo accountable for their unfair business practices. I would appreciate your assistance in resolving this situation.Thank you for your time and attention.Claim No: ******** Rental Agreement # *********
Customer response
10/03/2024
Hello,
The address for Alamo Car rental location is:
*******************************
They are located at ******************************* (TYS).
Please feel free to reach me if you need any addtional infromation from my side.
Thanks
***** *****
Business response
10/16/2024
Thank you for the opportunity to respond. A response is attached.
Customer response
10/21/2024
Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
10/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We rented a 4 x 4 truck through Alamo in ********* Alaska for September
18 through September 28 of 2024. I called in June to make the
reservations I called back on August 26 to make sure that they knew why
we were renting a 4 x 4 truck. We wanted to drive on the ****** *******
out of ********* Alaska to go halfway up into the ****** ******. I was
told yes the vehicle is approved to do that. When we arrived in
********* at 8:30 September 18 my husband went to get the truck and we
were then told we could not go on that highway. That office has
acknowledged to us that they have had that problem because when their
office is closed when someone calls their number, it is routed to
another office for someone to answer . When I called to verify to take
it on the ****** ******* it was not from somebody at that office because
they were closed. The phone got routed over to another Alamo office.
Don’t know where but it was not through their office. They have
acknowledged to me that that has been a problem And that they are
trying to work with the corporate to get that resolved. We turned the
truck back in on September 21. Because our trip was solely based on us
driving on the Dalton highway. We were told we were restricted on where
we could drive while we were there . We drove her around ********* four
times and that was enough. This was my husband and I’s 40th wedding
anniversary. We have been saving for 10 years to take this trip and then
we were told this when we got there. That is why we canceled and left
on the 21st because there was no other reason for us to stay there. And
we would like to have a refund of the days that we did not keep the
truck but we are getting the runaround on getting our money back.
Customer response
10/02/2024
This is not a repair issue it an issue of refunding us money back for the 4 days we didn’t use the vehicle.
we returned it back to the rental 4 days early. We were told we would get a refund for the 4 days we didn’t use.
but now we are getting the runaround on the refund.

Business response
10/03/2024
Thank you for the opportunity to respond. Management spoke with the customer and processed a partial refund.
Customer response
10/14/2024
I received a call from the corporate office of Alamo. I explained the situation and spoke with a Hector out of Arizona. He was very kind and refunded us all of the money on the rental of the truck. He apologized and said that they would be doing more training for the people to understand that rentals are not the same in each city. I’m very satisfied with the outcome.
Customer response
10/14/2024
I received a call from the corporate office of Alamo. I explained the situation and spoke with a Hector out of Arizona. He was very kind and refunded us all of the money on the rental of the truck. He apologized and said that they would be doing more training for the people to understand that rentals are not the same in each city. I’m very satisfied with the outcome.
Customer response
10/14/2024
I received a call from the corporate office of Alamo. I explained the situation and spoke with a Hector out of Arizona. He was very kind and refunded us all of the money on the rental of the truck. He apologized and said that they would be doing more training for the people to understand that rentals are not the same in each city. I’m very satisfied with the outcome.
Initial Complaint
10/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 8/17/24 I prepaid Alamo Rental $428.54 for a Midsized SUV ******************* 8/31/24 - 9/7/24. What I paid for was not available and after waiting 45 minutes for a car I was offered a different vehicle at a discounted rate which I accepted. I never received the adjustment on my credit card despite my numerous calls and emails to Alamo. On 9/25/24 ******* *****, Area Manager offered me a credit of $255.39 and told me a manual check would have to be cut and sent overnight, that my original credit card charge should have been voided and revised discounted charge in its place which was not done. Since 9/25/24 ******* has not responded to my calls and emails asking where my refund was that he said would be expedited.
Business response
10/02/2024
Thank you for the opportunity to respond. Management issued a refund check and updated the customer on this resolution via email.
Customer response
10/03/2024
On 9/25, ******* from Enterprise/Alamo told me they would send manual check to me overnight and would advise me the tracking information. After I filed my complaint with BBB, ******* responded 10/1 that a check was sent regular mail. I would respectfully request my complaint not be closed until check is received, that is for the $ amount offered, and the check clears.

Customer response
10/08/2024
Better Business Bureau:

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

Sincerely,

******** *****
Initial Complaint
09/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Rented a 2022 Jeep Wrangler from Alamo at *********************** from August 3-10, 2024. Returned car to airport before flight on the morning of the 10th in same condition the car was rented in. Approximately 1 month later, received a fraudulent bill from Alamo Damage Recovery Unit detailing $1,113.18 in damages that did not happen while the car was in my possession. The car was not hit, scratched, or received any damage during the week it was under my possession. The car was returned to the rental car lot in the same condition it was checked out in. The Damage Recovery attempted to contact me twice by email and once by phone to receive payment for something that did not happen while the vehicle was in my possession. I want the claim dropped from their end and no further contact from them in trying to extort money from me in this dishonest manner.
Customer response
09/26/2024
*************************************
Business response
10/02/2024
Thank you for the opportunity to respond. A response is attached.
Customer response
10/02/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution if their claim is dropped in finality, no further contact occurs from Alamo or their DRU about the matter by mail, email, or phone, and neither I nor Mrs. ****** is placed on a "Do Not Rent" list.

Sincerely,

******* ****** II
Initial Complaint
09/24/2024
Complaint Type:
Product Issues
Status:
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.
On august 16 th I rented a car from Alamo at the **************** ***********.. It was rented for 15 days. On august 23 I had an emergency health issue I had to fly home. Took the car back to airport and turned it in. Asked how much refund I could get. Guy at counter said he wouldnt be able to do anything to file a complaint which I did. After not hearing back my daughter took charge and talked to 5; different people with a different story from each person. My objection is the company is double dipping as they could have rented it out for 10 more days on my money. It was an emergency I have all the proof they would need to prove that it was. This to me is unacceptable from a company .
Business response
10/10/2024
Thank you for the opportunity to respond. Management has reached to the customer via different mediums but has been unsuccessful in reaching the customer. They intend to address the concern with them.
Initial Complaint
09/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
8JUL2024 I reserved a 15 passenger van with Alamo via expedia for 7AM 14SEP2024 7AM I arrived to LAX ALAMO to pick up 15passenger van; counter agent attempts to sell me on 12 passenger van due to 15passenger van not having cab space. I declined.7:14AM I contacted ******* to inquire about my options if a 15 passenger is not available at Alamo.7:15AM at LAX Alamo, 15 passenger van is not ready, needs a wash, however 12 passenger van is ready to go. I declined.7:50AM 15 Passenger van medium top is ready to go. We take the van. We did not take pictures of the van. Alamo LAX did not take any pictures of the van. We checked the tires of the van, the sides of the van, front of the van and the rear. There was no concerns or no indications on the dash. We did not check the roof of the vehicle. Vehicle height is easily 10ft... and i am only 5feet 2inches.9:12AM Alamo text me from ************ sending thanks for using Alamo and "reply to this message if you need assistance during your rental or reach us at **************"10:43AM I replied to ************ informing Alamo that the van swerves uncontrollably on turns. No one responded.10:55AM I contacted Expedia about my options due to car swerving uncontrollable on turns while on the highway.11:05AM Expedia could not reach Alamo, they offered to request compensation on my behalf; gave me a case number ********* 12:28PM I texted Alamo at ************, about switching out the vehicle 12:30PM Called Alamo at ************ talked to road side assistance about van issues, requesting to switch out vehicle, representative directed me to Alamo Sky ****** 3PM Arrived at Alamo **********, representative informs me of damage on the roof and says he cannot switch out vehicle, unless a claim is placed. Manager, ******, asks me about purchased insurance and suggest i use it to cover the damage. i explained i wasnt comfortable with that since the damage was likely already there. Have since received loss report and billing.
Business response
10/17/2024
Thank you for the opportunity to respond. A response is attached.
Customer response
10/18/2024
Better Business Bureau:

I have reviewed the business' response regarding complaint ID 22312121 and am satisfied with this resolution.

Sincerely,

Trina Gray
Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
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.
Location: *************************************************** We arrived in **********, AL at 1 o&#**;clock in the morning, the airport was cold and dark, my husband is pushing me in a wheelchair with our luggage through the airport. We saw one *** and tried explaining our situation. She told us there was nothing she could do for us. Now H36****303330363536H is closed, so we had to sit outside ****************** until 7am until they opened up. When they opened up **** told me he needed additional $100 for the rental that was paid for in March, after looking at the paperwork we got the rental,I paid for the rental for 5 days but only had it for 4 days. When we returned the car I asked about a refund for the extra day. ****** showed me on her phone that we were only charged $121 for the rental, but again Priceline talked to Cali first. She said $318.73 then she said $358.69 due to a 3rd party agreement which I never received. Then she said because we got the car at 7:15 am, we had to return the car at 9:15 am or we get charged for the full day but there&#**;s nothing in writing stating this. She also said that since we returned the rental they cannot talk to me about it anymore and hung up the phone, that&#**;s bad business. They wanted me and my husband to sit at the airport 10 more hours after returning the rental car our flight was pushed back from 4:52 pm departure to 7 pm.I want a refund for the way I was treated, they were very rude and inconsiderate of people.
Business response
09/26/2024
Thank you for the opportunity to respond. Management processed a refund to resolve.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforAlamo Rent A Car

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary