Complaints

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

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• 

  Alamo Rent A Car

  600 Corporate Park Dr. Saint Louis, MO 63105

• 

  Alamo Rental Inc.

  232 Hill St Portland, MI 48875-1823

• 

  Alamo Rent A Car

  143 S Hangar Dr Jackson, MS 39208-2302

• 

  Alamo Rent a Car of Chicago, LLC

  10255 W Zemke Rd Chicago, IL 60666-5053

• 

  Alamo Car Rental

  500 Aviation Pkwy Ste 15 Greer, SC 29651-6650

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:02/06/2024

  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.

  *******************, who rented from Alamo Rental #********* at ************************* and had his cell phone stolen out of it within 30 minutes of returning the vehicle. Claim #********. While on the plane, my daughter stopped by on Saturday 2/3/24 at 1:51 pm to talk with your staff ***** and the supervisor of the cleaning company MLS ****. ***** explained that **** uses a 3rd party cleaning company MLS and the protocol for returning a rental. When my daughter went to the garage, she was told by **** (MLS) that they reviewed the cameras and could see who had taken the phone, the man had been contacted and told to return the item. MLS could have it delivered to the address on file. Lastly, the full amount for the rental would be refunded to the card on file. It has been 3 days since the incident with no follow up or contact. My daughter videotaped both exchanges.

  Customer Answer

  Date: 02/07/2024

  Alamo Rental Agreement #********* at *************************

   Claim #********

  Business Response

  Date: 02/12/2024

  Thank you for the opportunity to respond. Management confirmed with the customer that a check is being sent as compensation. 

• Initial Complaint

  Date:01/24/2024

  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 made a reservation for a car rental at the Piedmont Triad Airport location. First, let me start by saying I have tried to rent cars before and I know if the facility does not have cars it will inform me there is no cars available to rent. Now, let me begin informing you of the issue I encountered at the counter. When I walked up to the counter ******* who later stated he was a manager there welcomed me. I gave him my reservation number he looked into the computer then stated to me he could not give me a car because there weren't any available. He then proceeded to state because I made the reservations through a third party they would not be able to see their inventory. Now, I have rented through the third party site before and did not have any issues. If there were no cars to rent they would let me know. I was also, able to place a reservation on the Alamo website as well. I also, know for a fact the website will not allow reservation if there are no cars it would say unavailable. ******* was adamant about not renting me a car even though between the 3 companies there were a lot of cars on the lot. I even explained to him at that time I was stranded in the airport he did not care. I called the third party who spoke with someone on the #800 for Alamo and they said I could go to the counter and upgrade and pay the difference. He still refuse to rent a car to me. The representative for the third party co. spoke with him and he still refuse. While standing there talking with the third party representative I saw him texting on his phone and then all of a sudden the representative stated there were no cars. Not sure what all of his actions were about but it was the worst customer service I have every experienced with Alamo and I rent from them often.

  Business Response

  Date: 02/02/2024

  Thank you for the opportunity to respond. The Area Manager has spoken to Ms. ******** and resolved the issue. He apologized for the misinformation and gave her a 50% credit off her next rental as she rents regularly. 

• Initial Complaint

  Date:01/23/2024

  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.

  I originally rented the car from January 12th through 17th and planning on returning the vehicle in the morning of my flight on January 17th but due to icy storm condition my flight was cancelled and had to reschedule for following Friday. I called Alamo rental car the day before I was supposed drop it off and let the agent know I need to extend it for couple days and she informs me the additional cost will be $300 and I was appalled by the price quote but instead of returning the vehicle the day early in the dangerous icy road conditions and rent another car for 2-days to avoid ridiculous price, I decided not take a risk and pay it.As you can see on the rental agreement, I paid $401.81 originally on 1/12 when I picked up the car and theres additional charge of $316.36 on 1/19 for extra 2-days rental because the original rental was through third party, the agent on the phone told me it cant be amended and she had to write up a new Alamo rental car agreement from January 12th which means the original rental agreement is voided and but the fee is still charged to me so basically I got charged twice.The whole duration of my rental period, I was able to drive the vehicle for 1-day due to dangerous road conditions. I dont know if this is legal the way they billed me for additional 2-days and if it is, its bad business either way.

  Customer Answer

  Date: 01/24/2024

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

   

  Business Response

  Date: 02/02/2024

  Thank you for the opportunity to respond.  An adjustment was made to the rental to resolve the situation.

  Customer Answer

  Date: 02/02/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/22/2024

  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'd like to dispute the charges in the amount of $2,531.51 for damage on my recent rental car, agreement #*********. I rented the Toyota Corolla from Alamo Dallas-Ft. Worth Intl Airport (DFW) on 09/21/2023 and returned it on 09/26/2023. I'm being charged for ***l damage & other unspecified damages. However, I strongly disagree with these charges for the following reasons: No ***l Encountered: I didn't experience any ***l during my entire rental period, and according to National Weather Service data, there was no precipitation during our trip. The attached weather reports for the relevant dates and locations support and confirm no ***l activity. Witness Statement: My travel companion, ***-**** **, can corroborate our lack of encountering any ***l storms during the trip. Discrepancy in Reported Damage and Lack of Pre-Rental Inspection: I'm concerned about the email mentioning multiple ***l damage spots beyond the initial tiny dent on the roof disputed during the car return. This discrepancy raises concerns about the accuracy of the reported damage, especially considering the absence of a documented pre-rental inspection. Without such documentation, it's impossible to determine whether the damage existed before my rental or occurred during my use. I have rights as a consumer, and I shouldn't have to pay for damages I didn't cause. I'm confident that I'm not responsible for the alleged ***l damage or any of the additional damage charges. To further support my claim, I have attached the following evidence: _ Trip itinerary: This document outlines my planned route & timestamps from receipts, demonstrating that I was not in any areas experiencing ***l. _ Weather reports: I've included weather reports for the relevant dates & locations, all of which show no ***l activity during my trip. _ Witness statement: My travel companion's signed statement confirming our lack of encountering ***l & witnessing our on-site dispute regarding the tiny dent on the roof.

  Business Response

  Date: 02/02/2024

  Thank you for the opportunity to respond. Management had not been able to reach the customer as of 1/29.  However, after reviewing the claim they have decided to close the claim and will not pursue the customer for the damage to this rental. 

• Initial Complaint

  Date:01/18/2024

  Type:Product 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 made a reservation (reservation# **********) to pick up on 12/10/23 and had prepaid for it. However, upon arrival, the reservation could not be completed, and I was asked to make another reservation while the previous one would be voided. The representative assured me that my money would be refunded within three days. Later, I went on a 5-day cruise and returned to find that my money had not been refunded. I visited the *** location in person and spoke to the manager, who informed me that the void was done incorrectly and that she would fix it with her boss. But even after waiting for some days, I saw no progress. I called the customer service line, and they advised me to speak to the branch. But after being transferred multiple times, the representative told me that they would get to the bottom of it and call me back. I did receive a call back from the representative but she only stated that she was still attempting to work on the issue.Spoke with ****** in a chat on 1/4/24, who said that the money would be back in 2-5 days and that he was also giving additional credit on the second rental that I received. Since then, I have reached out through chat several times, including today, but I haven't received any update regarding my refund

   

  LOCATION INVOLVED:

  ALAMO RENT A CAR

  Address: *********************************************************************

  Phone: **************

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond. Management has submitted a request to have the prepayment refunded. We have also passed feedback to our teams to make sure that it is addressed. 

  Customer Answer

  Date: 02/05/2024

  They called and worked to get my refund immediately. I consider this matter closed.

• Initial Complaint

  Date:01/17/2024

  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 rented a car from ****** ***** ******* on January 13, 2024. I received a Toyota Rav4. On Sunday, I was to drive the car to Connecticut, leave it at my Aunts House and jump on the ferry to travel to Long Island for a 1:00PM FERRY. While driving, the car was shaking if I traveled over 60MPH. I had to drive at 50MPH and it took me alot longer to get to Connecticut, I had to board the ferry with the Toyota Rav 4, because I was late, I contacted Alamo and they said I should travel to Long Island Mac Arthur *******, after I get to Orient Point, Lomg Island and exchange the car there. This interupted my travel plans and I changed my flight from Laguardia ******* and I am leaving Thursday, January 18, 2024. It cost me $106.00 to put the car on the Ferry, that I did not plan to do. Now, they want to charge me over $700.00 to return the car at LGA ******* and have contacted them Starting on Sunday, I was told that Long Island Mac Artjur ******* can help me with this request, they told me to call **************, this is roadside assistance, they transferred me to customer service, I spoke with , Jo, on January 14th, I was told that they cannot help me, because it is ****** Alamo that has to make the decision. I aks to be connected with them, I was told, you cannot, we put you in a Que and they will call you. I never received a call. I called again on Tuesday, January 15th, spoke to Anna at customer service, explained that I need an answer asap, she said tat she would put me in the Que again. Never received a call back. I called on January 16th and asked to speak to a supervisor, I was connected to the Escalation Team, I said I want to speak to someone today. They took my phone number and said that they would notate the account. Today, January 17th, still no contact. I am returning my car to LGA on Thursday, January 18th at 4:30pm, my reservation will be early return, they have messed up my trip, caused me to miss important business meetings and the reason for my travel. I refuse to pasy them any more money, as I was inconvenienced from the start of the contract. I cannot believe I can't speak to a live person and get this resolved. This is unacceptable and I cannot afford to pay the $700+ to change the location. Please help me reolve this problem

   

  LOCATION INVOLVED:

  ENTERPRISE RENT A CAR

  Address: ** ************** *** **** ******* ** *****

  Phone: ***** ********

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond. Management is refunding the cost of the ferry and arranged the drop at LaGuardia for no charge. 

• Initial Complaint

  Date:01/16/2024

  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.

  Made 7 different calls to roadside and customer service collectively (2+ hours on the phone) about an unsafe Jeep Gladiator that has a flat spare tire which is hanging precariously close to the ground and banging around under the vehicle when turning corners. It could fall off on the hwy and smash into another vehicle,brilliant! I was told on three occasions that a manager from the rental location would call me about the issue. I was told it was my responsibility to swap out the vehicle becauae they will not deliver vehicles. Initially they sent me to Enterprise nearby where I was, a mile or so. I went and they didn't have vehicles available and even if they did they have no access to the Alamo system. I was then told that no other locations near me had vehicles. Then I was told I would have to go back to the airport to swap it out. I'm on business so going back to the airport is not feasible and more importantly a huge waste of my time when it's Alamos incompetence that I was given this vehicle in the first place. Needless to say I've been stuck with a risky vehicle and no resolution. I simply want my money back but only a manager at the airport can handle this request and they won't call me back nor can you reach anyone at the airport as nobody picks up when I call the number customer service supplied me to call. Once again having to do their job and call them.What a world.

   

  LOCATION INVOLVED:

  ENTERPRISE RENT A CAR

  ***************** ARPT (DFW)

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

  ******, ** ***** ***

  Customer Answer

  Date: 01/18/2024

  After what seems like some internal confusion at Alamo the Mgr of the *** location called me to apologize on behalf of Alamo. He refunded the entire rental amount as a gesture that Alamo takes accountability for their failure to inspect my vehicle.

  
  As I told ******* this is all I wanted and appreciate their action. So thank you to Alamo. So we are now on an even keel. SIDE NOTE: I let the mgr know that Alamo must change their policy concerning the renter being responsible for swapping the vehicle.

  
  As a rental car company when there are vehicle issues it is their responsibility to bring the renter a replacement vehicle. Anything less is nothing short of belligerent as it is their vehicles and requiring the renter to make the swap is a complete waste of the renter's time regardless of it being business trip or vacation!

• Initial Complaint

  Date:01/12/2024

  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.

  On September 12, 2023, I returned my rental car back to the origination location of Charleston, SC. AS ALWAYS, I conducted a thorough inspection of the vehicle for damage before leaving the rental facility & after returning it and saw no damage whatsoever. Early October (approx. 10/7/23), I received a letter from Alamo, along with an invoice from a auto glass replacememt establishment in the amount of $450, along with an additional $50 "processing fee" included, for a total of $500. At first suspecting a third-party scam, I did investigation of the addresses of Alamo & repair establishment, as well as viewed complaints filed by other customers of Alamo in various consumer protection agencies. Needless to say, the complaints number in the hundreds, if not thousands, over the past number of years. I continue to receive demands for payment and threats of legal action and collection agency action since. It was not until l requested proof of the alleged damage, one month later; I received a close-up picture of a windshield that shows *nothing* but glare and reflections of sky &: clouds. I made it clear to the Alamo rep that this was preposerous, that he needs to provide more "proof" and none has been provided.

   

  LOCATION INVOLVED:

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

  Business Response

  Date: 01/15/2024

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

• Initial Complaint

  Date:01/12/2024

  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 reserved a rental car with *******. The rental was completed the end of June 2023 under rental agreement number *********. I received a final invoice from Alamo showing it was paid in full, including an extra day, drop off fee, and the insurance that I requested for the entire duration of the rental. Subsequently toll charges were charged to my **** account, which is normal and did not cause me any concern. When a charge was made against my **** card by Alamo on September 15th for $234.34, two and a half months after my rental, I believed it was a fraudulent charge, and I called **** to report that someone had obtained my card information and tried to use my card for the rental. I had **** close the account, reverse the charge, and send me a new card. Since that time I have been receiving notifications from EAN Services (consumer collections team for Alamo) that I owe the $234.34, but absolutely no proof of what that charge is for. I have reviewed the history of my reservation, balances owed, and payments made, including ones for tolls. The balance of $234.34 does not appear anywhere in the documentation except in EAN letters and emails demanding payment. I called their number and spoke to an agent who told me that I owed this amount but he could not send me an invoice showing for what this amount was owed. I called *******, with whom I made the original reservation and they could not offer any additional assistance. I told EAN I believe that either they have made an accounting mistake or that somebody is trying to scam me out of $234.34. I told them they will have to do better than simply telling me I owe the money, with no proof of what it is for. They then replied by email that the amount is a chargeback, that ******* paid them short and that "All other cost is renters' responsibility and charged to your card on file per our rental contract. Please go online and make payment of $234.34 at: ***************************** This does not make sense for a number of reasons. First, the total balance for the reservation does not match my ******* confirmed reservation. Second the rental was with Alamo, not Enterprise (though EAN represents both). Third, why on earth would I need to pay both ******* and Alamo when the shortage proposed was between Alamo and *******? Oddly, when I spoke to *******, their team told me that I had paid them MORE than my **** statements show. I tried to argue that point with them but they insisted they had been paid a higher amount than I had been charged by AMEX. I cannot solve the mystery of this, but I know that I have at least paid in full and do not owe the $234.34.

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to respond. Management provided a refund to the customer. 

• Initial Complaint

  Date:01/11/2024

  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.

  On October 12th 2023 I extended an Alamo car rental over the phone with an agent, the call was recorded by Alamo. When I processed this extention, I was informed I would be paying in the $600 range ( I did not write down the exact amount ). Immediately after returning it, the attendant told me my balance was actually well over that. Which didn't make sense, because that was not what I was informed. I sent several emails between October 19th and today, to which I keep getting told a manager will contact me and no one does. I have asked repeatedly for a final receipt, which has not been provided with a break down. I've also asked for a refund, which has also not been provided. There were multiple issues with my experience and to date I have received absolutely zero communication from anyone in management to provide me with the requested items above. I have called multiple times as well over the past three months, and have never, ever been able to speak to someone to help.

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to respond.  Management emailed the customer and provided a refund.