Complaints

This profile includes complaints for Alaska Auto Rental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Alaska Auto Rental has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Alaska Auto Rental

  2375 University Ave S Fairbanks, AK 99709-4911

• 

  Alaska Auto Rental

  248.6 Parks Highway Healy, AK 99743

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:06/05/2025

  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.

  My husband and I are traveling to Alaska. We are going to be located in *********. We found this train excursion that takes you from ********* to ******. Well, we would need a ride back fron Denali to ********* after the 8hr train ride. We thought about renting a car next morning after the train ride. This would be our way back to *********. Well, we called this company (there are only 2 car rental companies in Denali) the price for the car rental is $99/per day. When the associate helping me place the return of the car in ********* the price went from $99 to $1,000. The associate was even surprised and shocked. I can't believe they are allowed to do this to tourist. I know there is always a "different location return fee" but $900 is over the top and highway robery! I just wanted to bring this to your attention and if you can help in any way, that would be greatly appreciated. We did not reserve the car rental because we can't afford it. But if you can help and get this regulated, we would be more than happy to do so and enjoy our tourism.

  Business Response

  Date: 06/10/2025

  Please see the attached "BBB #********" for our reply to this complaint. 

  Thank you. 

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Alaska auto rental for a group trip in Alaska. Before the rental, I informed the company that we would be driving on gravel roads. However, the vehicle they provided was not suitable for those conditions, which led to damage and additional maintenance issues.I disputed the rental charge with my bank because I believe the company was negligent in providing an appropriate vehicle for the road conditions I clearly mentioned. Despite that, I made it clear that I was willing to pay for the separate maintenance fee. I even paid $500 toward it and offered to complete the rest through a payment plan.Instead of working with me to resolve this, the company threatened to send the entire amount (including the disputed rental charge) to collections, which could damage my credit. I feel pressured, misled, and treated unfairly for a situation caused by their own lack of care. I do not believe its right for them to report this to collections when the charge is under formal dispute and Ive paid most of what I agreed to.All Ive asked for is fairness to separate the maintenance charge from the rental charge and allow the bank to make the final call on the dispute. Their behavior feels aggressive and unjustified.

  Business Response

  Date: 05/09/2025

  The customer informed us they would be driving on gravel roads. We provided a vehicle suited for those conditions, including a ******** and an additional full-size spare. After the rental, the vehicle was returned with damages beyond typical wearspecifically, the sideview mirror had been impacted and two tires were damaged and required replacement. In accordance with the signed agreement, such damage is the renters responsibility. The customer acknowledged this, agreed to a payment plan, and made two payments before filing this BBB complaint. A separate bank dispute was also initiated on the full rental amount (not the maintenance fee), which paused the payment plan per our policy. Our communication regarding possible collections was part of standard procedure and not intended as pressure. We remain ready to resume the payment plan once the dispute is resolved, and are committed to a fair and respectful resolution. Please read attached "BBB Complaint 2_8_2025 *****" for a more details. Thank you. 
  
  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23304770
  
  I want to clarify that I agreed to make the payment only because I was under intense pressure. The company repeatedly threatened to send the charge to collections, and their communication was aggressive and stressful. I did not agree because I believed the charge was fair. I still believe it is unjust.
  The vehicle they provided was unsuitable for gravel roads, which were part of the trip route. It was not equipped or prepared for those conditions, and that directly led to the damage. Throughout the process, I found their customer service to be poor and inconsiderate. I felt dismissed every time I tried to explain my side.
  Despite this, I chose to pay the amount to avoid further damage to my credit and to stop the stress this situation has caused me. I am now formally requesting written confirmation that they have received the payment and the rest will be paid as we agreed on the payment plan, that they will not escalate or send anything to collections, and that this matter is officially closed.
  At this point, I just want peace of mind and closure. The constant pressure, calls, and threats have taken a toll on my mental and physical health. Im asking for your help in ensuring the company acknowledges the payment and ends this process.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 05/22/2025

  Dear ***** ***,

  
  Thank you for your continued communication regarding your recent rental with Alaska Auto Rental. We appreciate the opportunity to clarify the status of your account and to respond to your concerns.

  
  Vehicle Condition and Rental Agreement
  As previously stated, the vehicle provided for your trip was inspected and fully prepared in accordance with our standards, including for travel on gravel roads, which was noted in your rental itinerary. Our rental agreementwhich was reviewed and signed prior to your departureoutlines the terms of use, including renter responsibility for any damage resulting from operation within or outside the intended or reasonable scope of use.
  Upon the vehicles return, our team identified and documented damage that required professional repair. Based on these findings, the charges assessed are in accordance with our rental policies and were necessary to return the vehicle to rentable condition.

  
  Account Summary
  The total amount charged for the rental and associated damages is $1,426.99.
  To date, we have received:
  $500.00 on 4/23/2025 Invoice # *****-2 (emailed 4/23/2025)
  
  $100.00 on 5/5/2025 Invoice # *****-3 (emailed 5/5/2025)
  Total payments received: $600.00
  
  Additionally, a $442.00 chargeback has been initiated by you through your bank and remains under review. The bank may take up to 30 days to issue a final decision on the matter.

  Outstanding Balance
  Until the chargeback is resolved, the remaining balance is structured as follows:
  Total due: $1,426.99
  
  Payments received: $600.00
  
  Pending chargeback: $442.00
  
  Balance currently outstanding (pending resolution):
  
  If the chargeback request is denied: $384.99 will remain due.
  
  If the chargeback request is approved: $826.99 will remain due.
  
  We will be unable to finalize your account until we receive the outcome of the chargeback. Once resolved, we will confirm the remaining balance in writing and are happy to establish a formal payment arrangement if needed.
  Please note, however, that if no payment is made after the chargeback decision is finalized, we do reserve the right to refer the account to a collections agency. We hope this will not be necessary and remain open to working with you to resolve the balance amicably.

  Communication Clarification
  Since your BBB complaint, all communications from our side have been conducted in writing and in good faith. While we understand that this process has been difficult, we must respectfully note that some of your recent statements have been inconsistent with earlier communications and include characterizations we find to be inaccurate and unnecessarily inflammatory.
  We remain committed to handling this matter with professionalism and fairness and hope to reach a resolution that reflects those values on both sides.
  Should you have any further questions or wish to proceed with a payment plan once the chargeback decision is finalized, please do not hesitate to reach out.

  Sincerely,
  Alaska Auto Rental
  

  
  

• Initial Complaint

  Date:11/13/2023

  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 am filing a complaint against Alaska Auto Rental due to what I perceive as excessive charges and a significant time discrepancy in a damage claim for a 2023 Chevrolet Equinox, rented from September 1st to September 10th. While photographic evidence of the damage has been provided, it was taken on September 11th in the afternoon, a full day after I returned the vehicle on the morning of September 10th. This time gap raises questions about the validity of attributing the damage to my rental period.The bill includes the following charges:Physical Damage: $997.41 Loss of Use: $600.00 (5 days)Administration Fee: $100.00 Total Amount Due: $1,697.41 USD I am contesting these charges for the following reasons:Excessive Repair Cost for Minor Damage: The charge for physical damage seems disproportionately high for what appears to be a minor scratch.Unreasonable Loss of Use Charge: The five-day loss of use charge is excessive, considering the minor nature of the alleged damage.Time Discrepancy in Photographic Evidence: The photos used as evidence were taken a day after I returned the vehicle, casting doubt on when the damage actually occurred.I dispute the charges due to the lack of a conclusive post-rental inspection, the minor nature of the damage, and the concerning time discrepancy between the vehicle return and when the photos were taken. I am requesting a comprehensive review of the vehicle return process, a reassessment of the damage severity, and a detailed justification of the costs outlined in the bill.Despite my attempts to resolve these concerns with both Alaska Auto Rental and *****************************, the issue remains unresolved. I am prepared to accept responsibility for any damage conclusively proven to have occurred during my rental period and properly documented, but I firmly dispute the validity of the current bill due to the excessive charges and the time discrepancy in the evidence provided.

  Business Response

  Date: 11/28/2023

  We appreciate our renter for taking the time to bring her concerns to our attention. We have thoroughly reviewed the complaint and understand her perspective on the charges associated with the rental. Our goal is to provide a fair and transparent rental experience for all our customers, and we take feedback seriously.

  Regarding the physical damage charge, our pricing is determined based on the actual costs incurred for repairing the identified damage. Our team carefully assesses each instance of damage and each estimate we receive from independent body repair facilities to ensure accurate and fair pricing. We understand your concern about the perceived severity of the damage, and we revisited the repair cost to ensure it aligns with industry norms. In this case, the scrapes went through the paint and into the metal. To repair this type of damage, new paint and clearcoat must be added and blended into the existing paint. This information is outlined in the repair estimate sent to the renter. It is important to understand that costs in Alaska can be more expensive compared to other places in the country. 

  Regarding the loss of use, this fee is determined by a specific calculation outlined in the signed rental agreement. This calculation serves as a safeguard for our renters against repair delays that *** be beyond their control. We strictly adhere to the precise calculation specified in the agreement, which changes the total loss of use charged based on the labor time in the repair estimate. It's important to emphasize that we assume the additional loss incurred from any repair delays, ensuring our renters are charged a fair amount.

  Thank you for sharing the time discrepancy in the photographic evidence. We take the integrity of our damage claims process seriously, and we will conduct a thorough investigation to establish a clear timeline of events. If it is determined that there was any oversight in the handling of the evidence, we will address it promptly.

  To assist with the resolution of these concerns, we are initiating a comprehensive review of the vehicle return process. Our commitment is to ensure a fair and amicable resolution for both parties. If there is any additional information or documentation that *** aid in our review, please feel free to share it with us.

   We value each renters business and look forward to addressing any questions or concerns

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20858591
  
  I am rejecting this response because:

  Excessive Repair Costs: While I acknowledge the generally higher repair costs in Alaska, the charges from Alaska Auto Rental appear significantly inflated beyond reasonable limits. To substantiate my concerns, I obtained an estimate for the repair costs using the website InstantEstimator.com, specifying ********* as the location. This estimate, which takes into account the local pricing standards of Alaska, is considerably lower than what Alaska Auto Rental has charged. This discrepancy highlights the excessive nature of the charges imposed on me, and I request an urgent reassessment of these costs in light of this new evidence.

  
  Unjustified Loss of Use Charges: The charge for five days of loss of use remains unjustified, especially when ***************************** suggested a reduction to two days. The lack of justification for the extended period of loss of use and the discrepancy with professional recommendations calls for an immediate adjustment and clarification of these charges.

  
  Concerns Over Photographic Evidence: I am also concerned about the unresolved issue of the time discrepancy in the photographic evidence provided by Alaska Auto Rental. Their failure to address this issue adequately suggests a lack of transparency and accountability in their claim process. I expect a detailed investigation into this matter and a comprehensive report of the findings.
  Given these points, especially the contrasting repair cost estimates, it is clear that Alaska Auto Rental's response does not offer a fair resolution to my complaint.

  Therefore, I request the BBB's continued assistance in ensuring that Alaska Auto Rental addresses these concerns appropriately and adjusts the charges to reflect a fair and transparent assessment.

  Thank you for your ongoing support and attention to this matter.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/12/2023

  We appreciate your role in facilitating the resolution of the complaint filed by the renter (referred to as "renter" to protect their identity online). We would like to address each point transparently and provide additional information.
  
  Concerning the renter's assertion of excessive repair costs, we acknowledge their efforts to obtain an estimate using InstantEstimator.com. However, it's crucial to note that InstantEstimator.com carries a disclaimer explicitly stating that its evaluation should not be considered a primary estimate or an authorization for payment. Furthermore, the website does not physically inspect the vehicle to understand the full extent of the damage. We ***************** repair estimates from neutral, third-party body repair facilities. The repair estimate is the cost Alaska Auto Rental pays to complete the repair and bring the vehicle back to its original condition.
  
  Regarding the loss of use charges, we understand the need to help others understand how the calculation protects our renters. The attached image of the back of the rental agreement highlights the specific calculation used. It is crucial to emphasize that our goal is to protect renters from potential loss of use that is beyond their control, and our calculation aims to reflect a fair and reasonable approach. In this particular case, the vehicle is still waiting for an appointment to be repaired, and our calculation has saved the renter 88 days of loss of use. While this does put a financial burden on our local small business, protecting our renters comes first.
  
  We acknowledge the renter's concern about the time discrepancy in the photographic evidence, and we take this matter seriously. A thorough investigation has been conducted to establish a clear timeline of events and has found that the vehicle was in a secure area and remained untouched before the images were taken. Meaning all the new damage found must have happened while the vehicle was on rent. Vehicles are returned to a secure area to ensure we can protect the renters interest and our integrity when new damage is discovered.
  
  While Alaska Auto Rental goes to great lengths to ensure renters are only charged for damage that occurred during their rental, we also encourage renters to take photos of the vehicle before and after their rental for their records. After reviewing the renters emailed documentation, the renter was aware that the return location wouldn't have a staff member for a joint inspection. Although we provide detailed information for a smooth rental, adherence to instructions ultimately lies with the renter. We're constantly improving communication methods for better understanding. If there are specific areas to enhance, we welcome feedback.
  
  We want to emphasize that ***************************** and Alaska Auto Rental are actively working with the renter to resolve their claim. We have extended efforts to address concerns and offered resolutions even before the initiation of a BBB complaint. Our dedication to customer satisfaction is reflected in this being the first BBB complaint in over two years.
  
  To emphasize our commitment to a positive rental experience, we have chosen not to pursue the damage costs incurred during their rental. We hope this exceeds our renter's expectations, and we look forward to the opportunity to assist them again in the future.
  
  Thank you for your time and attention.
  
  

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Really appreciate your help on this!

  Sincerely,
  
  *****************