Alamo Rent A Car
Reviews and Complaints

Ra 543232878. bil 0
Rental 15 june 2018 11:35 am
San francisco intl arpt
Return 17 june 2018 12:30pm
Las vegas intl arpt

Peter rainford - read
Vehicle #jp575204
Model rogue

Travel charges
Rap 3 days 6:99 $20:97
Fso 1 rental $60:70

Above is copy of my receipt following car hire.
I don't know why I have been charged $60:70 or what fso is for?
Please clarify

We had a car from the 14 to the 24th of May. The car was fine, but the GPS was not. First the speak didn't work, so we had no guidance other than to look at it, and driving the roads in LA and looking at GPS was not easy. Secondly it suddenly stopped and we could not get it alive again from the car charger, so we were totally lost without a map and didn't know where to go and to get back to our hotel.
When we returned the car, we told the serviceman, and he said we would get the money back and they would return it to my credit card, we haven't seen a dime.

I made a reservation on Alamo.com for a full size automatic Nissan Sentra or similar at the Santo Domingo airport for Sunday April 19th, 2018. (Please see reservation below)

When I arrived at the Alamo location they informed me they no longer had any full size vehicles available. When I asked for an upgrade the attendant laughed at me and suggested I take one of their bulky 12 passenger vans. My intentions were to drive to Santiago and had no interest in renting a van which would obviously cost me a great deal more in gas expenses. When I asked for a midsized jeep the attendant once again laughed at me and refused to accommodate. He continued to attempt to sell me on the 12 passenger van. I was forced to rent from Hertz (Thank goodness their office was at the same location) and they immediately provided me what I needed as they had overheard my conversation with Alamo. When I rent vehicles I always do so with Alamo but for this particular trip they were less than accommodating and were quite frankly ...rude! I have never been treated that way by an Alamo location and was very disappointed with the service I received. I plan to return to Santo Domingo June 28th and am more than hesitant to reserve with Alamo as I now do not know what to expect.

Hi, ISAAC - Thanks for choosing Alamo!

You reserved a Fullsize Automatic on April 19, 2018 in
Santo Domingo Airport. Your Confirmation Number - [protected]
Santo Domingo Airport (SDQ)
Las Americas Airport
Santo Domingo 11111 Dominican Republic
[protected]
Pick-up
Thu, Apr 19, 2018 04:00 PM
Santo Domingo Airport (SDQ)
Las Americas Airport
Santo Domingo 11111 Dominican Republic
Return
Sun, Apr 22, 2018 06:00 PM
Santo Domingo Airport (SDQ)
Las Americas Airport
Santo Domingo 11111 Dominican Republic

Hello: On May 22, 2018 at approximately 3:00 pm, I had arrived at the Alamo located at the Detroit Mi. Airport, refer to Confirmation # 1838392591COUNC. Unfortunately I had lost my current California Drivers License; I did have an old California Drivers License with my photo and Drivers License Number, however it was obviously expired. The front desk clerk referred me to her manager, he instructed me to call the California Department of Motor Vehicles, explain the situation to them and request a copy of my current license. Approximately 2 hours later, I returned to the counter with the requested document The manager that I had talked to earlier had gone home, so I was referred to another manager. The 2nd manager looked over the new document, along with my Drivers License. The manager told me that in addition I would need to provide Alamo with a copy of my Driving Record. I explained to the manager that I was not told that this newly requested document would be necessary, had I been told, I would have asked for it as well. I explained that it took me over 2 hours just to get proof of my license and that the California Department of Motor Vehicles would be closed, therefore making it impossible for me to get the document. The manager told me that there was nothing he could do for me and that Alamo would not be able to rent me a car. I was told that my reservation would be cancelled and that it would take a few days for the refund to post to my account. I remained in the Alamo office till 10;30 pm while I waited for my ride to arrive.

Due to Monday being a Holiday, I waited till 5/29/2018 to see if my refund had posted, it was then that I learned that the refund had not been processed. I called Expedia, the company that I reserved the car through. Itinerary # 7351834265204. Expedia told me that Alamo had refused to refund me the money because the reservation hadn't been cancelled.

Alamo told me that they could not rent to me, therefore the reservation should have been cancelled, especially since I was told previously that they would cancel the reservation and that it would take a few days for the refund to post. A few days later, I managed to rent a car from Budget of Lansing.

I am respectfully requesting that my reservation be refunded as I was instructed it would be

. Sincerely,

Steve Romkee

steve. [protected]@gmail.com

Hi,

I have been following up with your customer support for more than a month now regarding my refund of double charged rental bill. One was charged on my credit card and other was the check from my insurance provider to alamo directly. I requested to refund amount charged on my credit card. Both time my inquiry was closed without resolution. Nothing moves around and after certain time frame, you can't even respond to emails from customer support. Please see email chains below.
— Email 1 —
Hi Neysha,

I am still waiting for any response or refund. Could you help in getting it escalated further. It has been over a month I am waiting for my refund.

Thanks,
Arvind Pratap

On Mon, May 21, 2018 at 12:03 PM arvind chaudhary wrote:
Hi Neysha,

Appreciate all your help and follow ups on this matter. But it is really frustrating that double payment has been more than 3 weeks ago and refund is taking so long time.

I have been regular customer of Alamo but this experience is turning out really bad.

Hope this can be resolved sooner.

Thanks
Arvind Pratap

On Sun, May 20, 2018 at 2:21 PM Alamo Rent A Car wrote:
_
Neysha (05/20/2018 01:21 PM)
Dear Arvind Pratap,

I wanted to follow-up with you about your recent inquiry. Since I have not heard back from the rental location's management team, I am escalating this incident to the office of Marc Christensen, our General Manager, and a member of his team will be contacting you.

If you have any further queries or have not received a response within a reasonable time frame, please let us know by responding back to this email, and we will get in contact with the relevant members of our management team to ensure you receive a full response.

If you have any further questions, please feel free to email me back. Have a wonderful day!

Sincerely,
Neysha
Alamo Rent A Car Email Customer Service Representative

Neysha (05/16/2018 02:39 PM)
Good afternoon Arvind Pratap,

Okay. Thank you for letting me know. Let me escalate this further and I will follow back up with you as soon as I hear back. I truly appreciate your continued patience. We will get this resolved!

Kind regards,

Neysha
Alamo Rent A Car Customer Service
Arvind Pratap (05/16/2018 02:35 PM)
Hi Neysha,

Neither rental team reached out to me nor did I get refund yet.

Thanks,
Arvind pratap

Neysha (05/16/2018 12:57 PM)
Dear Arvind Pratap,

Has the rental team reached out to you directly? Or, did you get a refund?

Kind regards,

Neysha
Alamo Rent A Car Customer Service

Neysha (05/13/2018 02:45 PM)
Dear Arvind Pratap,

I wanted to follow-up with you about your recent inquiry. Please know that I continue to work to resolve this matter and I will provide you with another update within a few days. Thank you for your patience during this time.

We sincerely appreciate your business.

Thank you,
Neysha
Alamo Rent A Car Customer Service

Neysha (05/10/2018 02:43 PM)
Dear Arvind Pratap,

I have received your feedback and am happy to assist. I will be working with the management team of your renting location. Once I receive an update from the renting location, I will follow up with all the details and information of your inquiry.

Your reference number for this incident is: [protected]

I appreciate your time and patience. Please be assured that I am working diligently to provide a timely response.

Kind Regards,

Neysha
Alamo Rent A Car Customer Service

Arvind Pratap (05/10/2018 02:33 PM)
Hi, the information provided below is not correct. Did you check the previous communication reference number I provided below. I paid the rental charge on 3/31 which is fine. Since I took rental on my insurance provider (Geico) and later Geico reimbursed the charge and send the check to Alamo directly. All the details were provided in previous communication. Rental charge has been paid twice and one charge need to be refunded on my credit card.in the last communication, I was assured by your help desk that they are aware of the check and notified rental branch and refund will be processed as soon as check is processed. It has been one week since then and that why I wanted to check on update.

But it looks like I have to start it all over again and you won't be tracking the case from reference number provided earlier. Not sure what need to be done from my side to get it clear.

Neysha (05/10/2018 01:37 PM)
Dear Arvind Pratap,

Thank you for choosing Alamo Rent A Car for your car rental needs! My name is Neysha. I will be happy to help you today.

I reviewed your rental and I am showing payment for $294.10 was posted on March 31 to a Mastercard ending in *8418.

The authorization for the deposit hold of $494.10 was automatically released on that day.

At this point, you are waiting on your bank to release the hold and post the funds back as available to your account. The release time is based on your banks terms for car rental authorizations and varies from a few days to a month or more. My advice is to reach out to your bank for further review.

Please let me know if I can be of further assistance. Your reference number for this incident is: [protected]

Have a wonderful day!

Sincerely,
Neysha
Alamo Rent A Car Email Customer Service Representative

Arvind Pratap (05/10/2018 09:45 AM)
Hi, This is regarding my previous inquiry REF#[protected]. Could you let me know if check has been received and if it is processed? And how much time would it take to process refund to my credit card.

Thanks,
Arvind Pratap
_
Copyright © 2014 Alamo. All rights reserved.
—
— email 2 —
From: Alamo Rent A Car
Date: Wed, May 2, 2018 at 12:50 PM
Subject: Update to your recent feedback - Alamo Rent A Car [[protected]]
To:

_
Kevin (05/02/2018 11:50 AM)
Dear Arvind Pratap,

Thank you for contacting Alamo Rent A Car with your request. My name is Kevin, and it is my pleasure to assist you today! I have attached a copy of the rental receipt to this email. The rental branch is aware of the payment from Geico. Once the payment is processed a refund will be issued to your card.

Please let me know if I may be of further assistance. Thank you very much for your business and have a great day!
REF#[protected]

Kind regards,
Kevin
Alamo Rent A Car Customer Service

Arvind Pratap (05/02/2018 10:17 AM)
Hi, I took rental car from 23rd until 31 March and paid $294.1 charge for it. I took the rental car when my personal car was being repaired. My insurance provider (geico) was to reimburse the rental charge. Today morning I got notification from geico that they have issued check for rental car reimbursement in your favor. Below are the details.
Issue Date:05/02/2018
Paid To:
Alamo Rental Inc
Check Number:
Amount:$294.10
Mail To:
Alamo Rental Inc
PO Box 22300
Tulsa, OK 74121
Comments:
Rental Reimbursement Covg
Receipt #

Since this is the duplicate payment which I already paid at the time of rental, could you please return my payment I paid on my credit card at the time of rental and consider geico check as final and only payment.
_
Copyright © 2014 Alamo. All rights reserved.

I have always rented my cars from Alamo even when you guys messed up in the past, because people make mistakes, but to have me rent a car and approve it, then nonchalantly turn around, call me up hours before pick up to say you are completely out of cars is absurd. You knew before I reserved, you were out, so why accept my offer? I need to be compensated for having to find other means of transportation and for the hassle of having to google other places to rent. You guys have no idea how much you have inconvenienced me. My biggest problem is you call up and act like it's not an issue. No genuine concern and no other help. Check my history. I have always been faithful to rent from you guys, and have always done right by having your property back on time, in top condition, and full tank of gas with no issues, but this is the attitude and service I get from you. You knew full well that you had no cars when I booked, and even if you did, why allow me to book? Were you afraid to say no at that point and used me as a stand by just in case someone else cancelled, you wouldn't loose any money, because I would be next in line? American Greed at its purest.

I returned the rented vehicle on the due date April 19, 2018 at Sabiha Airport, Istanbul Turkey. Thereafter Alamo- Enterprise is charging my credit card on a daily basis. So far there have been over 7 unauthorized transactions by Alamo. I have tried reaching the office multiple times but no response. I have had to cancel my credit card. Utterly unprofessional and unethical practice on part of your company. I I am attaching my bank statement and original invoice to include the the security deposit. I expect a full reimbursement, and compensation for all the trouble ASAP.

The counter person told me it wouldn't be a problem to use my CC as the hold card but actually pay with my DC. My CC was actually charged. I called the CS line and was advised it had been taken care of and to wait 24 hours to see the change. 72 hours later, no change and the charge officially posted. I called CS again and the lady was again polite and said she'd take a look, then the call disconnects. Ridiculous. My expense system calls for me to pay with my debit, then expense the charge. If it's paid on CC, I can't do that. 3/3 on liars at Alamo. Des Moines Airport location.

We were quoted a price by Alamo for a car rental. The quote invoice is attached. When we received the car and returned the rental car, we were charged more than they quoted us. I ask two different people at the counter and they said they could not change it, that it was right. I have attached the invoice and receipt of what we were charged. The quote invoice shows for 3 days, but it was only for two days because our flight was delayed. We were quoted $20.34 per day, but were charged $27.64 per day. We picked up car on April 6, 2018 and returned April 8, 2018. Our Reservation/Confirmation # was [protected]. We just like a refund for the difference in all the charges for what we were quoted and what we were charged. Thank you.

On Thursday, April 5th, 2018 at the Alamo Rental Desk inside the Miami International Airport, we were informed that since we presented them with my Driver's License and our Credit Card which was a copy in my wife's name (though we are both on the same account), they could not proceed with the Rental Agreement, despite the fact that we originally made our reservation back in November, 2018. There was no offer of any explanation by the Customer Service Agent. He just restated that without the credit card being in my name, they will not help us. Our family of 4 had been traveling since 7am and arrived at the Rental Car counter about 4:30pm Florida time and had been carrying our bags from the baggage center. We were exhausted and just want to get the car to get to our local residence. Being upset at the Agent that he refused to proceed in any discourse unless I provided a credit card that matched my driver's license. We offered up my wife's driver's license which did match the name of the credit card, but that was not acceptable to the agent either, because the original reservation was in my name. At which point I got aggravated and asked to speak to a Manager. I was informed that since I was aggravated the Manager was not willing to speak to me and they advised me to step away from the counter to handle the next person waiting inline. At which point I was extremely aggravated at not just the Agent, but the Manager - who would only provide his first name, Aaron. I tried to explain to them, that we had been renting from Alamo for close to 20 years and this was the first time they acted so unprofessional and rude. It was the Manager's job to handle such matters, but he should no remorse for our situation and call the Airport Law Enforcement to have us removed from Alamo's section at the airport. The Law Enforcement Officers clearly understood our frustration with the Alamo personnel and shared with us other similar confrontations with the same Alamo Representatives at the Miami International Airport.
I immediately called up the Alamo corporate office who listened to our ordeal and agreed that we had been wrongly dealt with by the Alamo Manager. She apologized on behalf of Alamo stating that the Manager's actions did not represent that of Alamo Corporate and she agreed that it was the Manager's job to help figure out a resolution instead of simply dismissing the reservations we held in good faith for over 4 months. However, the Agent on the phone stated that their system could not override a Manager's on-site position if they elected not to proceed with the Rental. We were furious having to stand there for close to 1 hour to be treated so unprofessionally and with our kids standing their witnessing the entire interaction. We left the Alamo area in disgust and approached other Car Rental companies in the Miami Airport. We actually found that every other rental company we spoke to there that still had cars available that day, were extremely nice, professional and appreciated the opportunity to Rent to us. We found another rental company that provided us with an alternative vehicle but similar to what Alamo had on reserve for us and we saved over $100 on the cost of the vehicle with this new company. The bottom line is that I am an Attorney and have been in business for over 30 years and I have never been subjected to such unprofessional conduct in my life... and I understand adversarial situations... and this beat them all. The Desk Agents and Manager that day at Alamo Rent a Car in the Miami International Airport should all be fired... without question. It is absolutely horrific that Alamo corporate allows Management to treat loyal customers that way. It just shows you that Alamo did not train these Agents at the Miami International Airport to be empathetic to travelers nor care about loyal customers.

Ref [protected]
I have a receipt showing a $60 refund to be issued at Tampa airport after I returned a car I had several problems with. I was also guaranteed a phone call from the manager and $100 vouchers due to inconvenience. After 2 weeks and still no vouchers or refund in my bank I am still getting the run around from Mr Connelly one of managers for alamo based in Orlando.
A manager in Sanford airport showed me on her computer screen that because the clerk at Orlando pick up counter was too lazy to enter my details there is no phone number, credit card number or address on file.
No apologies from Mr Connelly still no resolution of my refund and definately no vouchers in the post.
This is an obvious scam by Alamo for overseas visitors to think the are getting a refund/compensation though once they leave the country nothinges but the run around and never received.

I am requesting someone from the corporate company to call me directly. Due to the employee being distracted on a personal call while trying to complete my rental agreement I have been charged on 2 credit cards $700 for a $199 rental Alamo is telling me and my credit card company they lost the authorization number to complete the release of funds on my credit card! Rebecca Wiley was the manager and completely unwilling to take my call and the credit card company...my credit card company can't releaase the funds without this number and I had to put the charges on my work credit card which could threaten my job. I am appalled at the lack of assistance by Alamo and the horrible customer service. I want a call from someone with authority immediately.

Nicole Rittenhouse
[protected] (mobile)

I had an accident while on vacation with an ALAMO car I rented. We agreed upon a price I owed and set up payments. I owe $199. And change as of 3/30/18, but today I got an email saying I owe an extra $448.00 do to a supplement change that I was never aware of until now.
Is this legal after an agreement for a specific price and payment plan?

Thank yoi

We rented a car at the St Pete/Clearwater airport. The process to get the car was smooth. We decided to get gas on our own before returning the car. However there was no gas station anywhere close to the airport. I fell like this might have been planned so we payed the upcharged gas. I believe the agents could have informed us of the lack of stations near by.

I picked up a Grand Cherokee from SFO on Feb. 10 and returned the vehicle on to LAX on Feb. 22. The rental agreement# is [protected].

We were hit by a small flying rock on the highway, causing a small crack. When I returned the vehicle at LAX, I specifically told the inspection guy about the crack on windshield, and he said there's nothing for me to worry about. No damage report was filed.

Few weeks later I received mail from damage recovery unit saying I'm responsible for the damage and charges me $212 for replacing the windshield. The claim# is [protected]. I called DRU and told them what their inspection guy told me, and they said they can't speak for their staff and any damage to windshield is my responsibility.

I'm really frustrated with the way Alamo does business. I'm not trying to run away with this, but at least tell me the truth when I returned the vehicle, so I can prepare for all this. Now I'm having trouble reporting this to my credit card company, since I've thrown away the rental agreements after believing that "there's nothing to worry about".

My friend rented from Alamo at LAX. We all stayed in sane house in Palm Springs. Upon leaving my wife accidentally grabbed my friends keys to car. We were 1/2 hour from airport when they called us. We told them we had to catch our flight and we would drop keys off at lax Alamo office. We did so. We were told charge for new key would be 275 dollars plus towing. We said wait I get you need keys to rent but to avoid cost we would pay for them to ship keys overnight express and charge us one day of rental. This would be way less than 275 dollars. They refused. I will never rent from there again. Money grabbers.

We rented a van thru Allegiant Air. Thought we were getting a great deal until we got to the St. Petersburg Airport for pick up. I had paid on line, all I thought would be needed was to sign the form. You had three agents and it took over an hour to get waited on. I finally was first in line, the gal that waited on me had dark long hair, dark skinned. She was rude. She said there would be an extra charge of $100. I told her we paid thru Allegiant Air, she said if we had gone directly thru Alama we wouldn't have been charged. In addition, she asked how many were there, I said two, she said "do you really need the van". We were in town for a wedding and picking up 5 more people, not that it was any of her business. She gave me the paperwork, I asked her for a receipt, she said it was in the paperwork, when I left and checked once we found the van, it wasn't there. I did get another receipt upon return and was charged an additional $105.59. Also, to compound my frustration with Alamo, today, I got charged a random amount on my credit card of $5.29. I believe this to be fraud. I have contacted my cc agency and closed the account. I need to have my card refunded the $105.59 of overcharges. Res #[protected]

Sincerely, Sharon V. Minner
svm.[protected]@gmail.com
[protected]

Hi,

I am placing a complaint with regards to claim number [protected] for which I have been asked to pay 173$ for a broken seat belt for a rental car I took in SFO around December 25 2017.

While returning the car the representative at SFO airport asked me if the I had called in regarding a broken seat bely. I specifically mention that I had not called and the representative checked the vehicle and said everything was fine. The next thing I receive a claim for 173 dollars for the same. I had left a voice mail with regards to the same explaining the same. Now I receive a letter threatening me that my claim would be sent to the collection agency if I don't pay the amount. Seriously ? I have never seen such scamsters ever. I will by far never rent a car from Alamo or national anymore. People please stay away from these people.

Confirmations ref-1238053173count
Hey hope you are well
We picked up a rental car from you sat 3rd march. Ever since we have had a few problems. Including when we first got to mco airport, we were told that a dodge caravan (the one that was ordered for us to fit 6 people and 6 cases) was not going to fit us all in. We had no choice but to pay for the upgrade to a 8 seater (sienna) to get our selves and cases in. This was over the desk with no cars to show us and our first time renting a car in america, therefore had nothing to compare to. We paid an extra £378.00 (£442.83 total) for this. (recent look at a dodge caravan and speaking to people we have realised a dodge was quite sufficient so why the upgrade?)
The sat nav we were given was quite honestly insufficient incredibley dangerous as one night I was on my own and couldnt get to where I wanted to go because the sat nav didn't recognise anything I was putting in, had to pull over to ask at 11pm at night to get directions. This happened a few times where the sat nav didn't recognise basic places such as parks etc. The day after we got the sat nav it died on us as no battery (was defo not charged fully) as we didn't know there were 3 charge points (also had to ask some random wrk help us who then tried the one in the boot/trunk,) we didn't know how to get back so had to pull over get someone to order us a taxi to follow him home. (receipt included) can I just say at this point we are a party of 6 with a 6 and 10 year old! We all felt very vulnerable to put it politely. We didn't even know there was a 2nd or 3rd charge point as no one showed us!
On saturday 10th march we went to alamo at disney springs buena vista hotel. As was told this was the nearest one to us as we had problems. The guy logged my
Complaints on the system the main one being the upgrade to a car we didn't need. Also 2 out of the 3 charge points in the car were not working. Was given another sat nav also.
To be honest it has really put me off dealing with alamo in the future. The choice was to upgrade or you walk away with no car which we obviously needed.
Look forward to your reply.
Will be returning car this saturday 17th march. As i'm sure you will understand trying to get back to the airport is hard as we have an itinery to stick to for our holiday other wise will miss out on what we have paid for that's what we went to disney springs.
Thank you
Hannah davis and peter davis

On February 14th, 2018 American Airlines from Newburgh Ny, arrived at Georgia airport Atlanta...had conformation number for rental..was 11:30 pm, refused our card, refused cash, refused to call anyone, was renting for Georgia two weeks...wouldn't take none of my cards including visa, American express, discover...had no compassion what so ever..actually very loudly told us to go away with his mouth and hand motions, told us to keep quiet..seemed very unruly and was laughing...actually Budget rental next to them said did I hear him right and we replied yes you heard him right, they were applaud as we were... we are senior citizens, my husband is 100% disabled veteran, he's 71 and I'm 69..we were frightened as the rentals close midnight, thankfully Budget made a call and provided us with a vehicle...your rep was rude, uncaring, unprofessional and just didn't care as he and another fellow, laughed and made remarks...I recall his name to be Jordan...we were renting for two weeks, booked weeks ahead of time to save money and unfortunately it ended up costing us like $260- more which took away from our spending during our stay...we were very very disappointed, we rented in November 2017 in Las Vegas and we were very satisfied and decided to rent for our Georgia trip but unfortunately it didn't work out that way...someone like your rep in Georgia should not be working for a large company like yours due to his unprofessional behavior...
Sincerely,
Philip and Laura Beechel