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Business Profile

Auto Rentals and Leasing

Alamo Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Alamo Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alamo Rent A Car has 143 locations, listed below.

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    Customer Complaints Summary

    • 409 total complaints in the last 3 years.
    • 198 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 forgot my keys and airpods in the rental vehicle(24/3/2025). since then I have contacted Alamo more than *************************** to fill a lost form which I did promptly(25/3/2025), but they refuse to do anything else about the lost item , even though on my Apple items I can see it's just sitting there at Alamo's ********* location(*************************************************************************************). someone from the location could literally travel 10 steps and retereive the item.

      Business Response

      Date: 04/18/2025

      Thank you for the opportunity to respond. Management has located the item and shipped it to the customer.

      Customer Answer

      Date: 04/18/2025

      Better Business Bureau:

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

      *****-*** *******

    • Initial Complaint

      Date:04/11/2025

      Type:Product Issues
      Status:
      Answered
      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.
      There was a reservation for a rental vehicle made directly through the company (Alamo). Reservation was pre paid in the amount of $192.41. The day of the reservation to be completed (March 12th) the company attempted to charge my credit card an additional $400 as a deposit. In the policy it clearly states that deposit is required for debit cards and luxury vehicles. Neither of which applies to my reservation. I pre paid online and did not select a luxury vehicle. Upon bringing this to managements attention, my reservation was processed incomplete after I requested for it to be cancelled and issued a refund. It has been 30 days now the policy still states the same thing and my refund has not been processed.

      Business Response

      Date: 04/17/2025

      Thank you for the opportunity to respond. Management has spoken with the customer,addressed their concerns, and issued a refund check to resolve.

    • Initial Complaint

      Date:04/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 is saying that I cracked the front grill. They sent pictures and the grill looks fine. In some very close up pictures there is a cracked grill but the pictures can be from any car. There is no way from the pictures they sent me that they can prove it was from the car I rented. I didnt bump the front of the car or cause any damage to the car. I do remember the man that checked us in asked us if we had pictures. Unfortunately we didnt take any pictures . I feel he took this as an opportunity to scam me. Also on the rental agreement I have, they never wrote the make or model of the car I rented. Thank you for your help and time.

      Customer Answer

      Date: 04/11/2025

      The address for Alamo is  PHX SKY HARBOR INT. ARPt

                                                1805 E SKY HARBOR CIR 5

                                                  *******,** *** 85034

       

      Business Response

      Date: 04/15/2025

      April 14, 2025

      BBB

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

      Alamo File No. 22200105

      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 Ms. ********** Ms. ********* rented a 2023 GMC Acadia bearing California registration 9ELE367 from ******************************************* dba Alamo Rent-A-Car in ***************************

      At the time the renter took possession of the 2023 GMC Acadia, the vehicle was determined to be rented with no damage. This was confirmed by the renter initialing on electronic tablet at the time of check out. The vehicle was returned with damage. Per the rental contract executed by Ms. ********** she is responsible for all vehicle damage which occurs during her rental period.

      After reviewing the concerns presented by Ms. ********** 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


    • Initial Complaint

      Date:04/10/2025

      Type:Billing Issues
      Status:
      Resolved
      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, On January 30th 2025 I called Alamo 4 times since returning to *********** from ********************. January 20th and spoke to ******* January 23rd January 24th and spoke to ******** January 24 and spoke with ****** I called on the days listed above and spoke with the people mentioned above who promised me my request was going to be escalated and I was going to be contacted regarding the matter of booking a 7 passenger premium Crossover (see picture of Alamos website description) and not receiving a 7 passenger vehicle. At the ******************** on Jan 13th when we arrived I asked for the 7 passenger car I rented and they said they have over 900 rentals that day and had nothing left to give me. I have never been contacted to resolve the issue. I have enclosed pictures of the vehicle I rented showing only 6 seats. I have enclosed the flight info of the 7 people in my family that were on the trip. ***** Wetscheka is my son ******** fiance. I had to rent Ubers and then rent a second car once we got on ******************* from the place we were staying so I could transport the family to various activities and locations. I disputed the charge with my credit card company ******, they spent 2 months investigating and gathering information. On March 13th 2025 they sent me a letter that I won the dispute and I was credited in the amount of $428.99. However Alamo sent me an email telling me I still owe them the money and they sent me to their collections agency and now it will affect my credit rating.

      Business Response

      Date: 04/23/2025

      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.

      Business Response

      Date: 04/24/2025

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

      Customer Answer

      Date: 04/24/2025

      Better Business Bureau:

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

      ***** ****

    • Initial Complaint

      Date:04/04/2025

      Type:Billing Issues
      Status:
      Resolved
      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 booked a midsize SUV on 21st Dec 2024 on Alamo website to pick up car from - ***************************************************************************************************** on 28 Dec 2024 at 9:30am. My confirmation number is **********. I paid $71.01 at that time. They had mentioned that they would pick us (me, wife and 2 kids) from *******************, take us to car pick up center since we were returning from cruise. When i called them on 28th Dec, from port, to pick us up, they said there was a glitch in the system and they could not see my order anymore. I had already paid for it and had a confirmation number and they still canceled on me. With small kids and luggage with me, i had no option but to take a taxi to ************* to get another rental. After searching at so many rentals i was able to rent another car at a last-minute price. I paid $71 to Alamo, $100 for taxi to airport and $200 for another rental. I spent around 4-5 hours in this hassle because of Alamo's irresponsible behavior. My family was holding the luggage while i ran from 1 rental to another to secure another rental. Later since Jan to Mar, i have been calling Alamo so they could refund me $71 but the customer care just gave me a reference number #********. I called thrice but to no avail. They still haven't paid me back anything. I have lost trust on Alamo. They should refund me the complete $371 + my time for making me and my family with small kids face such an ordeal and wasting our time on what was supposed to be a happy vacation.

      Business Response

      Date: 04/15/2025

      Thank you for the opportunity to respond. Management will be issuing a refund check to the customer today 4/15/2025. 

      Customer Answer

      Date: 04/15/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:04/03/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      At ********** despite making a reservation Alamo didnt have my mid size pickup on 4/1. Gave me an old full size pickup for same price but didnt need and since only two people a waste of gasoline and cost me more. Truck wasnt clean either. Then on return charged me a full hour for being literally a minute after 48 hours (2 days). See receipt. Id like that charge appropriately adjusted.

      Business Response

      Date: 04/11/2025

      Thank you for the opportunity to respond to the complaint. Management spoke with the customer and processed a refund.

      Customer Answer

      Date: 04/11/2025

      Better Business Bureau:

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

      ****** *****

    • Initial Complaint

      Date:03/29/2025

      Type:Product Issues
      Status:
      Answered
      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've literally had the car rental from h*** Picked up this past Tuesday March 25th, and many issues with it. Door won't unlock with key, trunk doesn't go up, drivability issues, and today I was stuck in the rain with my 4 children and couldn't get the car to open. I drove all the way to *** tonight in the rain with my 1 year old to swap the car out and the agent at the desk was very helpful and inconsiderate to my situation. He only offered a one day credit. I've been trying to reach your company all week to no avail. I'd like this refunded and my situation resolved please. I have to get back to the airport this coming Friday, and I cannot fit into this current car with my 4 children, stroller and two suitcases. Please contact me for help. Thank you

      Business Response

      Date: 04/08/2025

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

    • Initial Complaint

      Date:03/25/2025

      Type:Billing Issues
      Status:
      Resolved
      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 February 2, 2025. Upon return of the vehicle, I received a bill for $1,591.03 for purported damages to a vehicle. This is totally made up, and I was shown no supporting evidence. I responded to the bill, and have attached my response here. I disagree entirely with this claim. Moreover, the burden of proof is on Alamo to show the damage was done during the rental.Despite my many requests, Alamo has provided me nothing to support that the purported damage was done during my rental. They could provide video evidence of the condition of the car when I rented it, and same for when I returned it. I've asked for both, and they've ignored these requests. It also appears (from the failure to provide any evidence, and Alamos lack of response to my requests for any evidence supporting their claim) there is no damage at all caused during my rental. Indeed, neither I or the passengers in the vehicle have any knowledge whatsoever of damage during my rental.I do not appreciate this bold attempt to rip me off for a quick $1,591.03, over something in which I have no responsibility. I suspect this is something they do on a systematic basis to increase their profits. So I feel this is a proper matter for the BBB. Happy to discuss it further.

      Customer Answer

      Date: 03/26/2025

      Request for Rental agreement number:

       

      RENTAL AGREEMENT SUMMARY
      NO. 182466900

      Business Response

      Date: 04/02/2025

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

      Customer Answer

      Date: 04/03/2025

      Better Business Bureau:

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

      ***** *******.

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 July 15, 2024 to July 20, 2024. Alamo/Enterprise is claiming I returned the car damaged, which is not true. I have repeatedly asked Alamo/Enterprise Rent A Car for proof that I caused said damage, for copies of receipts showing the repairs made and proof of the dates of repairs since they are trying to charge me for loss of use, but they have ignored these requests. Yesterday I received a letter from a collections agency trying to collect the $970.56 as a debt. This all has to stop. I would like Alamo to stop all collections activity and to remove any reports of this from my credit report as I am not responsible for this damage.

      Business Response

      Date: 03/27/2025

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

    • Initial Complaint

      Date:03/21/2025

      Type:Product Issues
      Status:
      Resolved
      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 rented a minivan and had to prepay. When I got the van it had an electrical issue so I returned it but they couldn't give me a comparable car and they were very nasty at the ****************. I called and complained. Then got a message from a regional manager who said I would get a credit and the charged me an additional $197 on top of the $380 they said they were going to credit $300 but never did

      Business Response

      Date: 03/25/2025

      Thank you for the opportunity to respond. Management worked with the customer and processed a refund to resolve the matter. 

      Customer Answer

      Date: 03/26/2025

      Better Business Bureau:

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

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

    Alamo Rent A Car is NOT a BBB Accredited Business.

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