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

456 total complaints in the last 3 years.
180 complaints closed in the last 12 months.

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Submit a Complaint

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:09/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 1 2025, we picked up a rental car from the Alamo YYC airport location. We documented video and photographic evidence of chips on the windshield at the time of pickup. We were not handed and I did not sign a vehicle inspection slip prior to departure. It was not included with the rental agreement we signed. We dropped the car at the *********** location, we were not told that there was any issue with the rental vehicle. On August 20th, 2025 they sent a letter to our home in *******, which I received Wednesday September 3rd, 2025. They are asking for 800$ CAD in damages for a windshield despite us having photo and video evidence that the window was damaged. When we tried to explain this, we were sent a past due notice. Given that we clearly are not responsible for any damage, we find the 800$ CAD charge unjust and will not be paying. We need this charge dismissed in order to not have further issues should we choose to visit ****** in the future.
Business Response
Date: 09/16/2025
September 15, 2025
BBB
RE: Case# ******** ***** ********
Alamo File No. 22824178
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. ************ Hvidsten rented a 2025 ***** CX90 bearing Quebec registration FRX1789 from Enterprise Rent-******************** GST#********** dba Alamo Rent-A-Car in ******************************
At the time the renter took possession of the 2025 ***** CX90,the vehicle was determined to be rented with damage to the front bumper and hood. This was confirmed by the renter initialing on an electronic tablet at the time of check out. The vehicle was returned with damage to the windshield.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 close our file as a matter of customer service. At ******************** 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: 09/24/2025
Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:09/05/2025
Type:Sales and Advertising 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 reserved a vehicle through the Enterprise Mobility app and purchased a damage waiver during the booking process. At no point during the online reservation or waiver purchase was I notified that this waiver was restricted only to non-U.S./Canada residents.When I picked up the vehicle at the rental counter, I presented my valid U.S. drivers license, and the staff processed my rental without mentioning any restriction or invalidity of the waiver. I had every reasonable expectation that the waiver I paid for was valid.After the rental, I was informed by email that the waiver was deemed invalid because I am a U.S. resident with a U.S. drivers license. Enterprise claims that I should have known this condition, but this restriction was never clearly disclosed during booking or at the rental counter. If it had been disclosed, I would have had the opportunity to either provide my alternative foreign license or pay any required difference at that time.This lack of disclosure is misleading and unfair to consumers. Enterprise sold me a product (damage waiver) that they later declared invalid, despite my compliance with their booking system and in-person process. I am requesting that BBB review this matter and hold Enterprise accountable for:1.Failure to clearly disclose material restrictions at the time of purchase.2.Processing my rental at the counter without informing me of the waivers invalidity.3.Denying any remedy after the fact, despite their lack of clear communication.I am seeking a fair resolution, such as honoring the waiver purchased, validating it with my foreign license, or providing equivalent compensation.
Business Response
Date: 09/09/2025
Thank you for the opportunity to respond. Management spoke with the customer and advised they have been absolved of pursuit for any damage related to this rental agreement.
Customer Answer
Date: 09/09/2025
Better Business Bureau:

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

Sincerely,

**** *** ****
Initial Complaint
Date:09/03/2025
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.
We tried to reach the alamo location multiple times while we had one of their cars about an issue with the car and its safety. We continuously kept getting the run around from them, and at this point we would be willing to take further actions. Our breaks were not working properly, and they don't care. Our safety was at work and they didnt care at all! ******************************************************************************* location
Customer Answer
Date: 09/08/2025
Alamo tried to call rather than reach out via bbb. All communication must be through the bbb, a refund can be issued and resolve the problem. Thank you.
Business Response
Date: 09/22/2025
Thank you for the opportunity to respond. Following the return of the vehicle, there were no issues reported. Management conducted a review of the vehicles maintenance and confirmed all records indicate an up-to-date status. Management has made several attempts to contact the customer via phone call and email. At this time there is no further action we can take to resolve the matter.
Customer Answer
Date: 09/22/2025
Complaint: 23834969

I have reviewed the business' response and am rejecting it because: we made multiple attempts to reach the ******* location via text and kept getting the run around. We did report an issue, and even showed the person that checked in the car a video of the issue. A refund needs to be issued for the emotional distress this has caused

Sincerely,

****** *******
Initial Complaint
Date:09/03/2025
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 rented a luxury car on 8/10/2025. I found out on my 1.5 hour drive from ******* to ********** that the driver's seat was broken. The lumbar support was pushing all the way out and could not be retracted. An extremely uncomfortable drive after a two hour flight. The only location to trade the vehicle in ********** was at the ********** nearby. I had to downgrade from a ******** to a ********** Jetta. I was told they could not credit me for the difference at that location and said to tell them at the airport on return. I told the guy at the airport who had no idea what he was doing and told me they credited me ****** and i only had to pay ***** for my rental. In reality they had charged me an additional ***** even though I had just filled the car with gas. When I arrived home I began calling the number provided. Each time I was on for no less than 20 minutes. Each time I was assured someone would call and I'd receive a $99.00 credit in a matter of days. No credit ever appeared. Apparently there were no supervisors to talk to and I was forced to recant my story everytime to be told the exact same thing. I finally emailed the location in ******* and received a response and an apology. I told them it had felt like it was a scam at this point and I would report them to BBB. They ssured me it was not and the creit was processing. Days and days later, still no credit. Emailed again was assured again it was in the works. Now on 9/3/2025 there is still no credit to my account. It has been such a stressful situation and makes no sense to me unless it is actually a scam in which they hope their customers will get sick of following through on their unfulfilled promise. Horrible business practices. I will never use them again.
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management spoke with the customer and provided an update on the resolution.
Initial Complaint
Date:09/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Alamo Rent a Car and Priceline regarding a recent car rental transaction. The issue stems from a discrepancy between the quoted rental price and the final amount charged to my credit card.Although the overcharge is not substantial, I believe both companies are aware of the error and have chosen not to refund the difference. The total overcharge amounts to $65.01. While I acknowledge that we added a second ****** to the rental, and I accept the $15 per day charge associated with that, the representative at the rental counter failed to inform us of this fee at the time. , I reviewed the final charges and noticed they exceeded the quoted price by over $100. I contacted Alamo to inquire about the discrepancy, and they directed me to Priceline, even providing their phone number. After a brief hold, she informed me that Alamo would investigate the matter and advised me to call Priceline back in 10 days. Ten days later, I followed up, but Priceline had not received any response from Alamo. They asked me to call again in five days. I complied, and duringthat call, the representative acknowledged that the quoted rate had been $10 less than what was charged.Upon further review, I discovered that I was charged $90.25 per day for the rental, while the written quote was $80 per day. This resulted in a $41 overcharge over four days. Additionally, the quoted amount for taxes and fees was $107.42, but the final billing showed $131.43a $24.01 ************* total, these discrepancies amount to $65.01. I believe the documentation clearly supports this claim, and I am disappointed by the lack of resolution and the repeated deflections between Alamo and Priceline.I am enclosing copies of the original quote from Priceline, which totaled $427.42, and the final charge to my credit card, which was $552.43.Thank you.Sincerely,*** Weisberg1400 **********. ***. #***Louisville, ** ***************************
Business Response
Date: 09/05/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, and processed a refund to resolve.
Initial Complaint
Date:09/01/2025
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.
On 8-12-24 we paid $168.88 for an Alamo car reservation via credit card. At the *********** on 8-23-24, we did not have the same credit on hand, so we had to pay again (this time $119.51), using a different credit card on hand. Alamo/Enterprise acknowledged the $168.88 should be refunded, but the refund was never received. Alamo presented no evidence that a refund was issued.
Customer Answer
Date: 09/04/2025
Initial reservation # **********, made online and paid in full ($168.88) on 8-13-24.
Rental agreement # *********, paid at ***********, in full ($119.51), on 8-23-24.
The initial reservation payment should be refunded.
Customer Answer
Date: 09/05/2025
Initial reservation # **********, made online and paid in full ($168.88) on 8-13-24.
Rental agreement # *********, paid at FAT airport, in full ($119.51), on 8-23-24.
The initial reservation payment should be refunded.
Business Response
Date: 09/11/2025
Thank you for the opportunity to respond. Management processed a refund to resolve.
Customer Answer
Date: 09/22/2025
the matter was resolved. thank you.
Initial Complaint
Date:08/23/2025
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 car from Alamo 8/20 at ***********. I am dropping off vehicle Monday 8/25 at same location. I used airline miles. I get an email alert today that Im being charged a 1-Way fee of $117.00 because I dropped off vehicle at ********** location. I called (twice) and the incompetence is unreal. No one had answers and acted like they were doing me a favor. I want the funds returned to my credit card and now I want my miles refunded for the inconvenience of it all. After (4) calls and 60 minutes. I was told someone would eventually call me. What unprofessionalism! I will NEVER use ***** again and relay this experience to my colleagues, family, and friends!
Business Response
Date: 08/29/2025
Thank you for the opportunity to respond. Management researched the matter and adjusted the charges to resolve.
Customer Answer
Date: 09/02/2025
Complaint: 23787403

I have reviewed the business' response and am rejecting it because: I have not received the refund nor the (3) days worth of points.

Sincerely,

******* ****
Business Response
Date: 09/08/2025
Thank you for the opportunity to respond. Management has confirmed the refund and free days offered have been issued. Management reached out to the customer via phone call and email to provide this update.
Customer Answer
Date: 09/10/2025
Complaint: 23787403

I have reviewed the business' response and am rejecting it because: I still have not received my refund.

Sincerely,

******* ****
Business Response
Date: 09/16/2025
Thank you for the opportunity to respond. Management has emailed the customer an updated invoice reflecting the refund processed on 9/9/2025.
Customer Answer
Date: 09/19/2025
Better Business Bureau:

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

Sincerely,

******* ****
Initial Complaint
Date:08/21/2025
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 you on 7/15, your company took over $500 out on my credit card as payment. When I get to the counter to pick up the car, they said my card was not charged and they need $1000 for me to get the car. I called reservations department and they saw the payment but refused to contact the *********** location to tell them that the payment was made. I never received my money back and no car. This is a huge inconvenience because I am not unable to get a rental car from another company because you blocked my funds. I want my money refunded to my card and a credit for a rental car.
Business Response
Date: 09/05/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Customer Answer
Date: 09/09/2025
Complaint: 23781474

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

Sincerely,

****** *******
Initial Complaint
Date:08/20/2025
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.
To whom it may concern, I rented a car on March 6-10. On the 7th I was driving and the hood of the car flew up while I was driving. It blocked most of my vision and I had to slowly move off of the road. This was a traumatizing experience and someone could've hit me or I could've hit someone. It was no fault of my own that Alamo's vehicle did not function as it should have. I pushed it closed and slowly drove to my destination in fear that it would fly open again. I contacted customer service and they told me to turn it in. I took the vehicle in and explained the situation to the manager, he was very apologetic and gave me another vehicle. On March 10, as I turned in the vehicle, I spoke with the manager and told him how upset and shaken up I was. He apologized to me and gave me a refund on the entire rental, in addition he offered me a free luxury upgrade on my next rental. I have attached his email to me apologizing and him stating he was issuing a refund and a credit. That was in March, this month (August) I noticed a fraudulent charge to my credit card from Alamo for the damages. I don't owe them anything, their vehicle was not safe and caused me great anguish and fear by the hood flying up while I was driving. The damage that was caused was from the hood flying up and that was Alamo's fault. Several of their managers took responsibility for the car's malfunction and then Alamo charged me for their mess up. I would like to be fully reimbursed.
Business Response
Date: 08/22/2025
Thank you for the opportunity to respond. Our Area Manager has spoken with the customer and confirmed the total cost of the damage claim will be waived. There will be no balance pursued. Additionally, management offered compensation to resolve.
Customer Answer
Date: 08/25/2025
Better Business Bureau:

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

Sincerely,

Resheda
Initial Complaint
Date:08/18/2025
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.
Complaint:On July 612, 2025, I rented a minivan from Alamo at **********************************************. Unfortunately, my family and I experienced multiple safety and professionalism issues during this rental, and Alamo has failed to resolve the matter despite repeated outreach.Unsafe Shuttle Driver: Upon arrival, we boarded the Alamo/National shuttle. The driver was inattentive, nearly crashed into a stopped vehicle, and only avoided impact by slamming on the brakes and swerving. My children, ages 6 and 7, were seated in the front and were terrified.Vehicle Issues: At the rental center, I was told to go to the National lot despite renting through Alamo. Instead of being able to choose, we were handed a minivan we would not have selected.Dangerous Return Ride: At drop-off on July 12, the employee who received our van offered to drive us back to the terminal. We agreed, not realizing what would happen. He drove recklesslyswerving into oncoming traffic to pass another car and honking aggressively. My family was essentially a captive audience, and we felt unsafe and vulnerable. At the end, he told us tips are appreciated. This created a pressured, coercive situation. We only had $20 on hand and felt compelled to give it just to end the ride. The entire encounter was frightening.I reported these issues to Alamo. They acknowledged the complaint and offered a $75 refund. I explained why this was insufficient given the seriousness of the incidents, including that my family was effectively held hostage in an unsafe ride. I requested a 50% refund ($247.33). After that, Alamo stopped responding.Resolution Requested:I am requesting a refund of 50% of the $494.65 rental charge ($247.33) as fair compensation for the unsafe, unprofessional, and coercive treatment my family endured.
Business Response
Date: 08/22/2025
Thank you for the opportunity to respond. Management processed a refund and left a voicemail to update the customer on the resolution.
Customer Answer
Date: 08/22/2025
Better Business Bureau:

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

Sincerely,

******** *****

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Alamo Rent A Car is NOT a BBB Accredited Business.