ComplaintsforAlamo Rent A Car

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Renats Stozkovs ************************* ************ rental agreement ********* I dropped off a car and took a pic of the dashboard showing full tank (over 'F'), one minute later I got a charge and receipt showing refueling charge of $6.13.I contacted Alamo via X.com and email and so far no response

  Business response

  04/03/2024

  Thank you for the opportunity to respond. Management is providing a refund.

  Customer response

  04/04/2024

  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,
  
  Renats Stozkovs

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 03/08/2024 at 4:44pm, I made a reservation online for my husband. The car was to pbe picked up on the same day at 8pm at the *** Airport. My husband's mom had a heartattach so this was a last mintue trip. I filled out the form for accelterated chec-in as well so he could quickly get to the hospital. I received a confirmation email that the reservation was check-in. confirmation #**********. My husband's flight was delayed because of weather and he didn't arrive at the car rental pickup until almost midnight. While he stood there with several other people, the worker told everyone that if they made a same day reservation, they had no cars available and to try another company or come back the next day. At that time of night, no one else was open so my husband was stuck there with no vehicle. He ended up having to get a taxi which cost $130.41. I contacted Alamo twice since then asking to reimbursed for the taxi and both times I was told they would send a message to the brand directly, I have yet to hear from anyone. If you book a reservation and you get confirmation that you are checked-in, you expect to show up and have a car waiting for you. I'm requesting a refund of the $130.41 in taxi fair. I have attached a recipt and the email confirmation.

  Business response

  03/28/2024

  Thank you for the opportunity to respond. Management is providing compensation to the customer. 

  Customer response

  04/01/2024

  The company stated they were sending a check in the mail for the amount of the ************ paid. Waiting on that before completing the case. 

  Customer response

  04/15/2024

  The company issued a refund for the taxi charges. This matter is closed. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a car from *** Alamo on Jan 17,2024. My RA number for Alamo is (*********) It was stolen on Jan 18th, 2024. The customer service and info i had received over the 24hr hotline was inconsistent and created a massive headache over 24hr period with multiple ubers to various locations. We were ubered multiple times only to end up at *** for a replacement. I provided a police report and insurance claim number upon arrival stating 100 replacement coverage of cost of stolen vehicle. We were held and told we couldn't receive a replacement rental unless the stolen car was recovered, leaving me *******. Then management said if I paid a deductible of 500 dollars and turned over my personal car insurance they would give me a replacement. I refused to do so as they already had my insurance of my primary policy off my credit card. They backed down off the personal insurance request and charged my card without my signature for the 500 dollars. I demanded a policy to support this. They couldn't provide one to me on location. The policy I had sent by email and also an online chat with Alamo.com did not support this fee and protocol was not followed. It clearly states I'm responsible for any fees "not" covered by insurance and to be determined only after the claim is filed and closed. I asked for a refund, they refused, i reported to chase as fraudulent, Alamo threatened to send me to collection if I don't release the credit charge. I then filed a complaint in Mar 2024 with corporate Alamo for a refund of the charge and I was told a district manager would be in contact within 5 days. It has been 3 weeks now. Id like assistance at refunding me please.

  Customer response

  03/22/2024

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

  Alamo car rental

  location of incident.

  Business response

  04/03/2024

  Thank you for the opportunity to respond. We have reviewed this and refunded the customer her $500 deductible back to her.  Management left a message to inform them. 

  Customer response

  04/04/2024

  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.

  Id like to add thank you for your assistance.  Your help took 3 days, of what Ive been trying to do for 3 months.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Long story short, our flight into ****************** was due to arrive on 2/17/24 from ******************** via ******** Airlines at 11:46pm...but due to weather delays and other delays, did not arrive til around 1-130am.We went to pick up our Alamo Car Rental vehicle once we got to the airport that we pre paid for and booked on January 17th, confirmation # **********. We then realized there were zero cars available. We went to the head table at *************, only to be told by the worker that they had no more cars and we were basically out of luck. So, we then had to scramble to try and find another solution at 2am on 2/18, and found a solution with **** car rental for a vehicle that I'd over $512 more expensive than what we rented through Alamo, which put us in a real bind due to the UNEXPECTED extra cost THAT WAS TOTALLY NOT OUR FAULT, that we had to front.We have called Alamo customer service 5 times in total with being transfered to MULTIPLE people and us saying we cannot reach the airport directly. One of the occasions, we were transferred to 3 different people , with the last guy telling us that, A) we had to wait til the end of our reservation (we were scheduled to bring the car back on Thursday 2/22/24 at *************) to see if a full refund would be paid out and, B) that they would not refund us for the difference that we had to pay **** for the other vehicle that we had to rent when they should HAVE to pay the difference in the amount we paid (a bit over $512) due to a mistake that was totally of their doing. I'm looking to hold Alamo Car Rental responsible for their own mistake and to own up and refund our amount ($332.98), but also the difference in what we had to pay to **** to rent a car thru them that was their last available car that night! ($512.01 difference). On 3/2, we checked our bank account & saw we were only refunded $228.98 not the full amount or the *** we paid with ****. I filed a complaint with the ** attorney general to.

  Business response

  03/12/2024

  Thank you for the opportunity to respond. A voicemail was left for the customer explaining that we will compensate. We are waiting for the customer to confirm information before proceeding. 

  Customer response

  03/12/2024

  Complaint: 21375204
  
  I am rejecting this response because:
  
  We have not received the refund that was offered to ** by a VERY friendly lady from ******************. She was fantastic.

   

  Once we receive the refund check from Alamo along with the 10% off our next rental car and free upgrade coupon that was discussed over the phone, we will close this complaint out.

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

  Customer response

  03/19/2024

  We are just waiting on the refund check to come back we have not heard back from *****************************.

   

  -------- Original message --------

  From: brandstel <*****************>

  Date: 3/16/24 10:08 PM (GMT-05:00)

  To: "******************************" <***************************************;

  Cc: ********************

  Subject: RE: Alamo Rental 1459032832

  
  Hey there,

  
  I'm following up with you on my previous email as I hadn't heard back from you.

  
  Can you please give me a call when you get a minute so we can discuss where we stand with everything? ************ is my number.

  
  I look forward to hearing from you soon.

  
  
  Kind Regards,

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

  
  
  
  

  Sent from my Galaxy

  -------- Original message --------

  From: brandstel <*****************>

  Date: 3/11/24 5:57 PM (GMT-05:00)

  To: "******************************" <***************************************;

  Subject: RE: Alamo Rental 1459032832

  
  Hi there,

  
  I forgot to ask when we spoke, but when can we expect the refund check to be sent to us? And were you able to get that extra $100 that was never refunded to us initially?

  
  Next, what is the total amount that will be sent? We are waiting on the money so we can pay off our credit card bill.

  
  What is the code that we use on Alamo/Enterprise to save 10% and get a free upgrade on our next rental car?

  
  I look forward to hearing from you soon.

  
  
  Kind Regards,

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

  
  
  
  

  Sent from my Galaxy

  -------- Original message --------

  From: "******************************" <***************************************;

  Date: 3/5/24 2:43 PM (GMT-05:00)

  To: *****************

  Subject: Alamo Rental 1459032832

  
  Hello *******,

  
  I sincerely apologize for the inconvenience caused by our lack of vehicles available on the night of your arrival. We are committed to making things right with you. I understand that you had to rent a vehicle through **** at a significant price difference, we would like to reimburse you for that difference. Please provide us with your mailing address so we can send you a check for the amount you had to pay through ****.

  
  If you prefer to discuss this matter over the phone, please let me know a convenient time for you, and I will give you a call. 

  
  

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

  Station Manager - ***

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

  10999 ******************

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

  Attendee panel closed

  Customer response

  04/02/2024

  Hey there,

  
  

  My complaint should still be left as open as I still have not received the refund check of $532 that was promised to me by ******* from ************************* as it was coming directly from the Alamo Car Rental accounting department.

  
  

  She said the check was to arrive by Monday/Tuesday this past week, but it has not arrived yet. I also sent her a follow up email earlier this week but have not heard back

  
  

  Feel free to keep this complaint open and if you can, notate the file and ask to have ******* call me ASAP so we can see where the refund check is located. Once that has been received, we can close the file.

  
  

  My number is ************.

  
  

  Kind Regards,

  
  

  
  

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

  Customer response

  04/02/2024

  Hi there 

  
  

  You can close the complaint as the refund was received.

  
  

  I appreciate all of your help!

  
  

  
  

  Kind Regards,

  
  

  
  

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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a car from Alamo. Reservation Confirmation **********. I was charged for pre-existing damage despite the fact I showed 10+ high-res ****** of the damage being there when I picked up the car. I shared the original ****** with *****.

  Business response

  03/21/2024

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

  Customer response

  03/21/2024

  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

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  01/24/2024

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

   

  Business response

  02/02/2024

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

  Customer response

  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

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  02/05/2024

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

*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. ↩