Alamo

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Late-Night Drop-Off = SCAM
Posted by on
Rating: 1/51
ARLINGTON, VIRGINIA -- Whatever you do, AVOID this Alamo branch, if not, all of the Alamos in the DC area.

Case in point:

http://www.tripadvisor.com/ShowTopic-g28941-i100-k4552687-Beware_BWI_Alamo_Rent_A_Car_DAMAGE_Scam-Maryland.html

http://www.dcurbanmom.com/jforum/posts/list/296868.page

I have rented for years without ANY problems with companies such as Enterprise (which Alamo happens to now be under, ironically) and Avis, to name a couple. I have never had any problems with my rentals and their post-inspections.... until I used this company at this location. I purchased a deal off of Hotwire, thinking "what a great deal Alamo has." I was even "upgraded" from a Dodge minivan to a Chrysler. I thought, "Wow, this company is great." That afternoon, I took some friends out to MD in this van, had a great evening, and returned the van back to DCA via the late night drop-off (a little past midnight). No damages done to the van whatsoever and I have witnesses. I dropped the keys AND rental agreement in their mailbox-looking thing, double checked the van for anything out of the ordinary, and off I went.

Then, I get a voicemail in the morning claiming they found scratches to the vehicle. Of course, I am surprised, upset, and VERY suspicious. I have never gotten into an accident in my life and my driving record is clean. I denied the damages, of course, and yet they insisted they needed to write up a claim. I go on my honeymoon. When I get back, I receive an invoice of $1000 and an estimate with non-timestamped pictures of the alleged van with scratches. $1000 for scratches!! On top of that, the YEARS of the vehicle didn't match.

Let's just say that 1/2 a year later, I'm still fighting their bogus claim. I've contacted the Office of Attorney General and the Better Business Bureau. Alamo has been uncooperative, unreliable, and, quite frankly, untrustworthy. I've done extensive research on bogus car claims, and, well, what do you know... Alamo shows up. Google it.

Learn from my mistake and the mistake of many others. This company will take advantage of you if you're not careful.

Avoid this company at all cost. But if you're one of the unfortunate to HAVE to rent from them, force them to do a walk-around (they insist it's "up to the customer"... other places I've rented did that automatically), sign documents to confirm the condition of the vehicle, take PICTURES and VIDEO inside and out, and when you return the vehicle, take pictures and video AGAIN and make sure you do one last inspection with a representative and confirm the condition.

It's a hassle. But, you never know if you'll need the evidence one day, as I've read stories about companies who write up claims even AFTER an inspection.
     
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alamocares on 05/20/2014:
Mark, Customer service and satisfaction are very important to us at Alamo. I would like to follow-up with you. Please email me at care@alamo.com with the complete details, exact renting location, and any rental agreement numbers. Please reference #140520-002670. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Alamo Rent-A-Car

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Alamo Repair Fraud
Posted by on
KAILUA/KONA, HAWAII -- Although I don't expect much can be done about this fraud, I do think attention needs to be paid to the exorbitant methods Alamo uses. On May 8, 2010 I picked up a rental car from Alamo at the Kailua/Kona airport in Hawaii which I had reserved through Priceline.com some weeks earlier. The Priceline rate was quite good for an intermediate car. Our flight was delayed for three hours so when we arrived at 11:30 pm everyone rushed to the rental car lots. The Alamo people were quite insistent, even though the lines were long that I should pay an addition $19.00 per day for insurance. I said my American Express Gold card covered any damage and declined the coverage, as Åmerican Express has recommended I do. Even though people were waiting the agent persisted at some length that I was taking a serious financial risk in not buying their coverage. I again politely declined the coverage. There were no intermediate cars available so they provided me with a full size Chevrolet Malibu at the same rate. The agent who gave me the keys insisted that I inspect the car carefully for any damage before I drove out of the lot. Apparently that was my major mistake. The lot was very poorly lit at that midnight hour and I walked around the car twice examining fenders and front and back for any scratches or dings. I found none that I could see. I was then required to sign that the car was free of any damage or blemish before I could drive out of the lot.

I used the car on only one of the five days I was in Hawaii. The rest of the time I spent in the pool or with my brother in law who had rented his own car. I know no damage was caused to the car during the time it was parked in the condominium lot because the lot was nearly empty. When I returned the car on May 13, the Alamo agent again examined the car carefully. She found what appeared to be a small one inch by three quarters of an inch blemish on the top of the bumper immediately underneath the trunk key hole. It could have been caused by a liquid spill which discolored the paint, or perhaps a suitcase which was being removed from the trunk scraped the paint. The agent claimed it was a dent or crack in the bumper. That was an exaggeration.

However that was only the first such overstatement. The manager of the Alamo lot at Kailua/Kona claimed that since I had not purchased their insurance I would be responsible for paying for the repairs and that Alamo would contact me at home about what I owed.
Within five days of my return I received a letter from Alamo indicating I would be receiving a bill. I then contacted American Express and started a rental car damage claim with them. In a phone call I asked the Alamo agent to forward the bill to American Express and gave them American Express claim # which I received when I called American Express about this matter.

I should state that American Express was extraordinarily helpful in resolving this matter and I have no complaint about their practice. I am concerned about Alamo's fraud however. Three weeks after this conversation with Alamo I received a bill with an estimate of repair costs from an auto body shop in Kailua. The total bill was $719.77! This included $569.37 for "collision repair" and 144.37 for "administrative fees and loss of use." The auto body estimate is clearly outlandish. An auto detailer could have removed the blemish for less than $100. Within two weeks American Express informed me that they had paid the $569.37. I told the American Express agent that I thought this was fraud on Alamo's part and that there was no damage which would require the payment they had made. The agent thanked me and said they were following their own procedures for resolving a claim.

On July 9 I received another call from Alamo stating that although American Express had paid part of the claim, they still required payment of the remaining $144,83 for "administrative fees and loss of use." When I called American Express about this they indicated that Alamo had not provided the documentation required for such a payment. They needed some justification that the "administrative fee" required some documentation which demonstrated that it was additional work beyond their normal business activity. American Express also indicated that "loss of use" would need to be demonstrated by a rental log which indicated that demand for the car was such that it required reimbursement for this loss. Alamo would not provide this documentation to American Express.
I emailed the Alamo claims department and said that if they expected my payment for these charges I would like similar documentation. The Alamo agent called me and said "we are not obligated by law to provide you such proof." The agent further stated that if I didn't immediately send payment - within ten days- they would send this bill to collection. However the agent did say, if I was agreeable and sent them one -half of the amount they would consider the matter settled.

I was extremely upset at the time but finally realized that nothing was to be gained by continuing this conflict. I sent them a credit card reimbursement for $75.20 which (with the taxes they had included) was half of the cost of the administrative fee and loss of use charge. I don't expect to get this money back but I am outraged that Alamo can get away with this fraud. Clearly they are insisting on exorbitant rates for their own damage insurance. When renters decline this coverage they engage in fraudulent exaggeration of damages and fraudulent auto repair estimates. Unfortunately American Express seems to be enabling this fraud by agreeing to pay for these damages. I do think government officials need to investigate this matter because it is an instance of consumer fraud. Although American Express acted in a most helpful way in settling my claim, they should inform their Gold Card customers that some portions of a rental car company's repair charges may not be paid if required documentation is not supplied.

Thank you for anything you can do to alert the public to this consumer fraud. I will never patronize Alamo again and will inform everyone I know of their fraudulent practices.
     
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alamocares on 07/23/2010:
I apologize for your frustration with this situation. This is why we suggest renters completely inspect the car for any damage before leaving the lot. Have you called the Damage Recovery Unit 800-327-0421 at to dispute these charges at any time? If you'd like us to look into this further, please email care[at]alamo.com with your full name, rental agreement and DX claim number along with any other details.

When emailing, please list reference #100718-005574 in the subject line.

- Elizabeth with Alamo Rent A Car
Jimmy on 11/13/2011:
I COMPLETELY AGREE with the writer of this article - why? Because Alamo did the SAME THING TO ME!!

DO NOT RENT FROM ALAMO!!! SERIOUSLY.
bruce2954 on 12/10/2011:
You shouldn't have contacted American Express if Alamo committed fraud.
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Alamo Will Leave You Stranded!
Posted by on
Rating: 1/51
BOZEMAN, ALASKA -- Count on Alamo to leave you stranded, broken down and helpless. On our short honeymoon, we rented an Alamo car from Bozeman, Montana Alamo to tour Yellowstone Park. On our way back to Bozeman, we were driving up a highway incline in the middle of nowhere, when the car slowly came to a stop. We were able to pull off the road just in the nick of time. I quickly reached for my phone because the Alamo brochure boasts about its new 24 hour emergency roadside assistance. Of course, because of our remote location there was no cell service. After trouble shooting, we decide to start walking to try to get within cell range. After a walking a mile and finding one particular spot, we could just manage to get the phone to dial Alamo in Bozeman. After explaining to the customer service agent our situation, our location, and the danger of our situation, I quickly explained how I might lose my cell signal at any moment and that they needed to get a tow truck on its way. Instead of having concern for us and the situation we were in, the agent began to question if we had run out of gas or if we had used diesel and so on, implying that we got ourselves into this situation and never once saying they will help and get a tow truck on the way. After repeatedly stressing I could lose my cell connection at any moment, the agent put me on hold for 5 minutes and then again for 10 minutes, which is when I lost my connection. After again finding a cell hot spot, I tried calling the Alamo number for the next 20 minutes, only to get a busy signal.

Since the lackadaisical Alamo agent was unconcerned about our situation and safety, our only hope was for a good Samaritan to pick us up before night set in. Luckily for us, a good Samaritan reluctantly stopped and agreed to give us a lift the 2.5 hours back into Bozeman. I called the agent once we were in cell range, to find out he had never sent a tow truck or anyone else to help us for that matter and he never once apologized for the situation, but instead said that once we dropped the keys off at the office they would send a tow truck to pick up the vehicle. And then to add insult to injury, he proceeded to threaten us with the $600 towing charge if it was found that it was our fault that the car stopped working. Unbelievable! Alamo customer service saying should be, "We have no concern for customer safety and the customer will always be assumed to be at fault, even if they end up stranded on the side of a remote highway.” This took up a day and half of our honeymoon.

The next day we spoke with the manager who was useless and uncaring, the equivalent of the company robot. After calling everyday for over a week, leaving messages for the manager and waiting to hear when we would be, at the very least, refunded our rental fee, we finally heard from Alamo that it was a mechanical issue (no fault of ours) and we would be refunded. There was never an apology or gesture by the company for the poor customer service that put us in an unsafe and dangerous situation. Shameful!
     
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NationalCarRental on 09/18/2014:
Mary,

We take pride in our customer service and thank you for bringing this to our attention. We would like the opportunity to speak with you further about this. Please contact us at care@alamo.com with the complete details including the exact rental location, your contact information, rental agreement or reservation number and any further information regarding your experience.

When emailing, please place reference number 140916-001455 in the subject line. We look forward to hearing from you.

Sincerely,
Carol H.
Social Monitoring Coordinator
Alamo Rent A Car
Alamo Cares on 09/30/2014:
Thank you for sharing your experience with us. I'm glad you were able to get a ride. I understand the inconvenience of being stranded. Were you still charged for the towing? I would like the opportunity to change this experience for you. We can pass your information onto the Bozem, Montana's upper management. Please e-mail care@alamo.com with your reservation or confirmation number and contact information. Please reference 140930-002386 in the subject line of your e-mail. Thank you for choosing Alamo.

-Timothy B
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Don't rent from here unless you want to get ripped off and lose your peace of mind.
Posted by on
Rating: 1/51
HAWAII -- I rented here in February of 2011 because they had the "lowest rates". What a mistake! When I went to get my car, they proceeded to try to hard sell me all kinds of extras which I did not need. Then they told me that I should prepurchase my gas with them to save 11 cents a gallon. I was told that it would cost $67 dollars and that there were no refunds, so I should bring it back as empty as possible. After waiting in line for an hour, I was then told that the mid-sized car that I had reserved was unavailable. They had no mid-sized cars even though I made my reservation six weeks prior. I was told to pick any car at no extra charge which meant I got a Jeep because that was all that they had in the lot. Although I didn't really want a Jeep, I took one. When I brought it back at the end of my trip. They first tried to charge me $25 for a small amount of sand in the floorboard. They then informed me that I owed them $102.00 for gas. Remember they had quoted me $67. When I told the attendant that I had been quoted the lower amount, I was informed that was only an estimate and was then reminded that I was told this because there were managers initials on the contract that indicated so. When I said this was not true, I was more or less called a liar. I asked to speak to a manager and was then scolded by this attendant for being rude and told that she was going to write down everything I had said in my file. That's when I lost it and refused to pay until I had spoken with a manager. She then left and returned saying no manager was available but that I could get $25 knocked off the bill. I still ended up paying more than was agreed.
It is my opinion that this company purposely and deceptively makes customers pay more than the original agreed amounts and I will NEVER do business with them again. I encourage anyone reading this to use another company if you value your hard earned money and your peace of mind.
I was also told by two different people that someone from the company would be in contact with me to resolve these issues. That was almost two weeks ago and I have yet to receive that call.
     
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alamocares on 03/12/2012:
We are listening and regret that you had this experience. I want to look into this further. Please email care[at]alamo.com with your contact information, reservation number, rental agreement number, and any further details not covered in the review. When emailing, please use "Incident 120312-001301" as the subject so we can tie the email to your case file. (Rich)
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Credit Card FRAUD
Posted by on
COZUMEL, MEXICO -- I am wanting to warn all consumers about Alamo car rental in Cozumel Mexico as we had several issues, which the last one happened today. My family and I had a great cruise vacation which one of our ports was Cozumel Mexico. When we got off the boat and headed down the pier we were approached by an employee at Alamo, letting us know that they had great rates on Jeeps, and that we could rent it until 6pm that day for only a grand total of $40. We decided to take the deal so we could see the whole area. The maager of the location filled out the contract and the total was $125 not the $40 as promised. He then stated that the guy who approached us on the pier did not include tax and insurance and other customary charges. I then told him never mind but of course had a upset wife and kids who were looking forward to going out and exploring the area. We finally came to an agreement of $85 including tax and full coverage insurance. This was in my opinion a sucker them in move with a lowball offer and we will negotiate from there. After signing all the paperwork, contracts, and credit card receipts we were then told the vehicle was on the way and would be there in 10 minutes. This became another huge debacle we waited and waited and waited and were continuing to be told it was only 5 to10 minutes away. Now mind you we have limited time before the boat boards and we leave at 5pm. A total of 1 hour has passed and no vehicle of course my wife and I are very upset. The manager then cones and says that he was mistaken and that they have no Jeeps available. He then says they can have a higher class vehicle there in of course 10 minutes. The problem for us is we waited all this time and have no other plans and it's too late to book anything else, so he has us. Of course 10 minutes cone and go and after 20 minutes the vehicle shows up. To my surprise it's a decent vehicle with lower miles. The manager apologizes for wasting one and half hours of our vacation time but to my surprise never offers to discount the vehicle and when I suggest it even gets defensive about giving us a higher class and more expensive rental. Either way I was not going to waste anymore time. From there on everything goes as planned no issues until we get home. I get my American Express bill and was charged as promised. On the whole vacation and in fact over the past 9 months this is the ONLY place my wife has used her American Express card. Now fast forward a couple months and today I get a call from American Express security wanting to know if my wife, myself or someone we knew were in Cozumel Mexico and used my wife's card to charge $540 worth of electronics. The security agent said that the charge was done in person and since my wife's card is still in her wallet that they must have made a duplicate copy of it from the Alamo receipt or it was scanned by one of those scanners to make a copy at a later date. When she charged the Jeep at Alamo the guy swiped it several times before running it through one of those older types of machines with paper where you put the card on top of paper and run the device over top of it to make an imprint. Sorry so long but I just wanted to warn anyone going to Cozumel to please be careful with your credit card and NEVER USE A DEBIT CARD TIED TO YOUR BANK ACCOUNT. Alamo in Cozumel either has someone copying the cards to commit credit card fraud, or at the least is careless with the paperwork that has the credit card information on it. Either way that is very poor business and will have this loyal Alamo customer looking at other car rental companies. Thanks foe your time to read this.



     
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trmn8r on 10/21/2011:
Good warning. There are several red flags here, from being solicited to being asked to pay 3X the quoted amount.

If I were headed to Cozumel, which I am not, I would steer clear of Alamo.
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Alamo - Enterprise - National Car Rental Nightmare Story
Posted by on
I went to Los Angeles on vacation/business back in April of 2009. I got a vacation package with Southwest Airlines that included stays at the Holiday Inn and a rental car from Alamo. Southwest was a great flight (they were actually early!) and I have high marks for the Costa Mesa Holiday Inn we stayed out.. Alamo on the other hand is a different story. When I confirmed the reservation I asked for a subcompact. When we got to the airport and went to the Alamo terminal there was quite a long line. When we FINALLY got to the terminal the representative was OK. She kept trying to get us to upgrade to a larger car.. We had to refuse several times until she took the hint. She then pushed the CDW waiver on us big time. I also said no to that because I have rental car coverage on my insurance. We finally got away from here to go pick our car up. When we went to the compact area, there was not a SINGLE car out of many spots.. We found a porter and asked what to do, and he said take a midsize.. So we went to the midsize area. There were NO midsize car’s either. I found another porter and she said that we had no choice but to take a large car. So after all that haggling with the front service desk rep, they didn’t even have the car we reserved!! So they ended up giving us the Large car at the compact price. And they knew that they had no compacts but were still trying to charge us for a larger car. So from the get go, this company is a shady business. We went about our vacation and had a great time. When I got back I checked the car in at the airport. I did the run around with the gate agent and he told me it “looked fine” and I specifically asked him if “we were in the clear” and he said yes. We flew home and everything was fine.

Then 3 months later I get a letter from Alamo saying that I owed them “$700” because the car was all scratched up. I tried calling the guy on the letter “Steve Howard” numerous times to discuss but he never picked up nor called me back. They just sent me “after” pictures of the car with all of the scracthes. You couldn’t even see the scratches in the pictures! So I disputed this charge and they have sent me to collections. The collection agents have been harassing me. I have sent them certified letters disputing the charges, but they are still persisting.

I will be getting a lawyer soon and I plan to sue Alamo and the collection agency.

I have also found a class action lawsuit being started. I plan to be a part of that as well.

And just to note, I had used Alamo 3 times in the past and Enterprise 4 times… I was a loyal customer that was always happy with my service.

Now I will NEVER use any of the ERAC companies again (Enterprise, Alamo, National).. I have traveled 3 times since then and I have been using Hertz and Avis. When I told the gate agents my experience with Alamo they couldn’t believe that a company would be so terrible to a loyal customer.

I think it’s a case of “You get what you paid for”.. Pay a little bit more for an UPSTANDING rental car company and you won’t have to go with what I am going through.

So yeah, Alamo your pettyness in trying to get a measley $700 is going to cost you a customer for life. Plus I have been telling all my friends, family, posting in forums about how you treat your customers.

Sincerely,

Sean M. Trudeau
     
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saj80 on 08/27/2010:
Consumers need to start keeping records of events such as this, not merely taking the word of an employee. I never return rental cars without an inspection with a company employee, and never leave without a signed report. I hope you can work this out, but if you don't have written proof of the condition of the car upon return, it may be difficult to prevail.
seantrudeau on 08/27/2010:
Yeah, regardless its the principal of the matter. And I will fight this. The burden of proof is on them. I will fight them tooth and nail. I think I lucked out in that they didn't bill my credit card. (a lot of people seem to have this happen).. So they have to come get the money from me. Which I will fight..
alamocares on 08/30/2010:
Sean,

I greatly apologize for your inconvenience, and we'd like to look into this for you. I advise that you contact our DRU department at (866) 300-3239. If you need further assistance, feel free to contact me at care [at] Alamo [dot] com with complete details including your damage claim (DX) number, rental agreement (RA) number, exact rental location, and contact information.

Please include reference number 100830-003188 in the subject line of your email.

Sincerely,

- Kevin from Alamo Rent a Car
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Misrepresenting Upgrade
Posted by on
Rating: 1/51
VALPARAISO, FLORIDA -- We reserved a Full Size Chevy Impala in February for an August Florida vacation that was advertise to seat 5 individuals. We only needed the vehicle for to and from the airport and an occasional trip to the store during our stay.

When we arrived in Florida to pick up the car - the attendant advised that there were no Chevy Impala's available and that they had a comparable full size car (the Ford Fusion) at the same price that would meet our needs. I replied fine as long as it gets all six of us to and from the Hotel. The attendant then began to tell me how uncomfortable the Fusion would be for six of us and that they had a Volkswagen CC that was a larger car and would be much more comfortable for an additional 70 dollars a week. I know nothing about car sizes and trusted that a car rental company knew what they were talking about. Worst mistake I made all year!

We only rented the car based on Alamo's recommendations - After I started researching the VW CC - it actually is a smaller car than both the Impala or Fusion ( front & rear leg room, head room, hip room - smallest Trunk room ever and smallest passenger volume of 94 cu ft). What it boiled down to is that the size of all three of the cars were comparable - however the VW was classified as a premium with GPS and Heated Seats - two of which we didn't want or need..... GPS was worthless and I brought my own / who needs heated seats in Florida for Aug. So there was no size upgrade only worthless unnecessary features. I feel that Alamo misrepresented what we were paying for and were over charged the 70 dollar upgrade fee. I will not use Alamo again.
     
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alamocares on 08/21/2013:
Dmunday,

We’ve taken note of your concern and would like to have the opportunity to look into this. Please send us a detailed email to care@alamo.com including the rental office location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 130821-000784 in the subject line. We look forward to hearing from you.

Respectfully,
Carol
Social Media
Alamo Rent A Car
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Ripoff Company- Non Authorized Credit Card Charges
Posted by on
Rating: 1/51
COMALAPA, LA PAZ -- Was a loyal customer for six years traveling 3-4 times a year to El Salvador. Have not always had any real good condition cars, but finally had the worse experience with Alamo this past weekend.

When I received the vehicle I noticed missing vehicle safety feature that protect the car logos from being stolen. As a third world country, stealing car logos and reselling them helps impoverished individuals make money. Anyway, not even 24 hours after someone had stolen the logos. I immediately contact Alamo to explain the situation and was told that I have to pay for the logos even though I paid full coverage for the car. Apparently, there is no protection coverage of missing logos as I was held responsible for them.

The day of returning the vehicle I discussed the matter with the fleet manager and escalated to a bigger matter because he refused to waive the fee for the missing logos even after acknowledging that it may not have been my fault but still pushed the matter that I would be charged. I made him aware and was going to refuse the charge after returning to the US. His response was that if I refused to accept the charge he was also going to refuse to provide me with transportation to the airport because of this. This was very unprofessional of him, if you ask me!

In the end I had to figure out how to get to the airport on time with all my luggage since the airport was two miles away. After my return back home, I was surprised to see that they successfully applied the charge and disregarded my complaint and dissatisfaction. After this EXTREMELY bad experience I will NEVER use Alamo and suggest anyone in using them if touring in El Salvador NOT to use them and save yourself from any hassles and bad unnecessary headaches. Alamo in El Salvador has proven to be nothing more than the type of expert rip off company they can be.
Company Response 09/30/2014:
Dear Mr. Angel, we understand our country is not the safest place, but we would like to assist you further with your complaint. Please contact us at this email.

Thank you.
     
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alamocares on 07/11/2013:
Angelhuezokdt
We’ve taken note of your comments and would like to have the opportunity to look into this for you. Please send us a detailed email to care@alamo.com including the exact rental location information, your contact information, your rental agreement and any further information regarding your experience with us.

When emailing, please list Reference Number 130711-001325 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
Alamo Rent-A-Car
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Alamo Ripped Me Off
Posted by on
Rating: 1/51
MCO, FLORIDA -- ALAMO HAS RIPPED ME OFF!!!!!!

I landed in the USA, and headed to Alamo car hire (which I had pre-booked). As I got to the desk I handed over my rental voucher to the man behind the desk. He asked for my License, Credit card and information on where I was staying. I supplied him with all three of these.

''How many people are travelling with you today sir?'' HE ASKED.

I SAID ''5''

He then learnt over the desk toward me and pointed at a range of images, showing the different sizes of vehicles. he pointed at the one we had booked and said '' this is the one you have at the minute but if you wish to upgrade, you could have this vehicle?''(pointing to the next size up)

I FIRMLY INSTRUCTED
''NO THANKYOU, I JUST WANT WHAT I HAVE PAID FOR!''BFull size SUV.

He then leaned back over the desk, away from me, and continued typing on his computer. Within a few minutes he had the document printed and said ''can you sign where the crosses are sir''

I had just been on a 9 hour flight to Orlando airport, then an addition three hours in Orlando airport. I WAS in exhausted and jet lagged and in my haste I just signed where I was instructed. I would have assumed he would have done his job correctly and listened to what I had told him. Once I had signed I was off on my way,

However it wasn't until I got back home to the UK I checked my credit cards and I realized I had been charged FOR AN UPGRADE!
(WHEN I CLEARLY INSTRUCTED) ''I WANT WHAT I HAVE PAID FOR''.

THIS WASN'T JUST AN ADDITION $50-$100 ? BUT IT WAS OVER $1000! To be exact it was $1241.23 FOR AN UPGRADE I DIDN'T WANT.

I CONTACTED ebooker and they contacted Alamo on my behalf, three emails later, they replied saying there is nothing they can do. Because I made the fatal mistake of NOT reading it before signing.

HOWEVER THIS WAS MISS SOLD. I WAS RIPPED OFF BY A GREAT DEAL OF MONEY from a LARGE NATIONAL RENTAL COMPANY, THAT I HAVE USED FOR THE LAST 15 YEARS!!! With no previous issues.

IMAGINE HOW MANY OTHER INDIVIDUALS MAKE THIS MISTAKE.

We shopped around for the car hirer for months, we like many others were looking for the best price. We found that Ebooker offered the best price which was £671.00. REALISTICALLY why would we pay more for the upgrade then we have for the WHOLE rental of the car!!! We could have hired two cars for the price we have been charged.

Additionally if WE WERE going to accept the upgrade! ( WHICH WE DID NOT) figures would have been discussed!

AND THEY WEREN'T!

NO ONE in their RIGHT MIND WOULD PAY FOR AN UPGRADE IF IT WAS more than the entire rental cost itself?

I WANT ANSWERS ALAMO...
     
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trmn8r on 05/05/2013:
At the end of the day, this is going to focus on the contract - whatever you signed. As I recall, a rental contract has the rate per day and week right on it. Based on your story, it stinks, but I think you do not have recourse.

Not that it matters, but were you charged $1241 more than you should have been, or was that the total?
Alamo Car Rental on 05/06/2013:
Lee565,

We are very interested in resolving any outstanding issue on your behalf, so that we can keep you as a valued Alamo customer. Please contact us at care[at]alamo.com with complete details of your experience, including your reservation number and contact information.

When emailing, please list Reference Number 130506-000805 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Social Media Monitor
Alamo Car Rental
john on 07/31/2013:
had similar experience. given different car, told nothing else to do or pay, not told there was a change or charge, card skimmed and found out later I had been charged for a whole new rental period, so paid twice. its just a straight forward con, theft pure and simple. Ruined the entire holiday. WHY??? you would make more money by being honest and giving a good service, thereby getting repeat business and a good recommendation to friends etc.
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Poor service at Alamo Sanford Orlando
Posted by on
SANFORD, FLORIDA -- When I booked the car through our travel agent we were informed that platinum insurance included more than one driver and specifically a full tank of fuel, so we could return it empty.
On returning to Sanford 16th July 2011 we were presented with a receipt and a charge of $90 plus for refueling charges.
I went inside to query the matter and was told that there was nothing on the original receipt at the time I picked the car up that said that we had a tank of fuel covered.
I said that we had taken out platinum insurance back home as we have always done, with dollar, and that we have never been charged for refilling the tank on returning the car.
We have been to Florida quite regularly since 2002.
The agent behind the desk was being dismissive in his attitude, he said show me something that states what you're saying.
I showed him our car voucher that stated platinum insurance, he stated that just by saying platinum insurance did not tell him anything in order for him to refund the credit card.
I told him that we always had a full tank of fuel with platinum insurance, that was why we paid the extra back home above the usual all inclusive insurance.
Not sensing I was getting anywhere I requested to see the manager, again he was dismissive stating "He will only tell you what I am telling you "
But he went to see the manager all the same.
When he came back he said "on this occasion " it would be refunded.
As if they were doing me a favour!
What is going on with this company?
Do they not know what platinum insurance is?
What more they were charging almost $6 per gallon of gas.
This in no way reflects the true cost were I to be in the wrong.
I would avoid Alamo like the plague.
     
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trp2hevn on 07/17/2011:
"I said that we had taken out platinum insurance back home as we have always done, with dollar"...
Where is "back home"? Maybe that was only something available for car rentals through that other company.
If someone told me that they had platinum insurance I don't think I would make a connection between the insurance and the gas in the car. Seems like those are two separate issues.
floridalover on 07/18/2011:
trp2hevn, home is england, platinum insurance covers a full tank of fuel and more than one driver.
We made our travel company aware of what we wanted, fully comprehensive insurance, full tank of fuel, more than one driver, we have paper work that proves that the above was to be provided by Alamo, jobs worth desk assistant could not see the obvious, he even had the nerve to suggest his manager would agree with him, attempting to rip customers off to the tune of $6 per gallon is bang out of order, doing so when a full tank of fuel WAS pre paid for is another thing.
trp2hevn on 07/19/2011:
floridalover, thanks for answering. It sounds like the rental agent was not fully aware of the package deal that you had purchased in advance. Or it may have been a situation of when you picked up the car in the beginning the information was not put into the computer properly. It sounds like when the rental agent asked the manager, he may have learned something that day and didn't want to look bad so he made it sound like he was doing you a favor and refunded the charge. I'm glad they fixed their error. Also, if you wouldn't have prepaid the fuel in advance, it is normal that $6/gal would be the charge. It's a penalty at return. Fuel at return is never the same amount as you can find on the street. Maybe next year you can advise your travel agent to book you with Dollar again.
floridalover on 07/20/2011:
trp2heven, appreciate your response, $6 per gallon is still a rip off imo, although Alamo are not unique in the practice, tell me something, when people have not prepaid for fuel and are billed for full tanks of fuel, what of the fuel that is still in the car at the end of rental?
Put it this way, ten cars are returned with half tank of fuel, because the driver(s) did not prepay fuel they are billed for a full tank, Alamo are only putting in ten half tanks of fuel but are being paid for ten full tanks, can that be justified?
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