DULLES, VIRGINIA -- I am totally frustrated and will never use Priceline or Alamo again. AFTER Alamo accepted our price on Priceline - when my husband went to pick up the vehicle - they refused to accept our Visa - Check Card. Refused to release the car without a Major Credit Card. Guess that was so they could just gouge what they wanted.
Immediately, contacted Priceline that Alamo refused to release the car. Advised that AFTER the drop off date - which was 5 days away - it would take another 10 business days for them to investigate and issue a refund because they could not contact the retailer as it was AFTER our pick up time but long before they closed, which made NO sense to me. I will never use either again. Here we are nearly 1 week later still no refund so they are making money on the interest of our money for a service they refused to provide.
TAMPA, CALIFORNIA -- The story is, my girl friend and me rent a car at Tampa airport for only one day on Jan 2014. The airport garage was dark, and the representative didn't offer to check the vehicle condition before driving away. We were hungry for food so forgot to do so. I admit, my bad.
On the second day when we returned the car at a different location, the staff found a ~4-inch long scratch on the body, and claimed it's my responsibility. Certainly I didn't damage the car, but it left unclear whether someone else did during my possession, or it's simply existed before my possession, although there was no record of the damage in their system (who knows how well they update such info). Again, I admit it's my bad, didn't buy insurance for the 24-hour period.
Because we were in a hurry for a cruise, we left credit card number, a deposit for $500 for the repair. The representative promised there will be detailed report of damage estimate and cost estimate for us. And he said he will call after we finished the cruise trip, which sounded nice. However, after 3 weeks, no calls at all, and the transaction of $500 was processed.
I don't think it's fair for them to charge the money before contacting me to reach an agreement on the numbers. He tricked us saying it would be more or less than $500, and the actual number depends on the report by adjuster. And in this way, they got the money already, leaving me with no chance to dispute the claim. I should have the right to accept or dispute the final charges. And I don' think charging without any written report is valid in my case.
IPSWICH, ALASKA -- This is a warning. For the sake of your pocket please do not use this company. They will try and find ways to charge you. They will take advantage of your good nature or inexperience when renting a car and they do not care. I retired my vehicle with no additional damage. 6 week later received a bill for £600. Yes, that's right £600! Of course all of us have that spare in our back pockets. Well you're thinking he must have damaged the car, maybe an accident? Maybe he dented or scratched it? No, a mark on the inside of the boot that was already there that would disappear with polish and another that frankly you can't even see. £600.
My company organized the rental so maybe they think they are fleecing the company for this money. However, it has been passed on to me so I am passing this knowledge in to you. Tell your friends. Do not rent from Alamo.
PENSACOLA, FLORIDA -- My wife and I rented a Mustang convertible from Alamo in Pensacola for a short beach vacation. Nice car, and the Alamo folks at the airport were very pleasant both at pick-up and return. Trouble started two weeks later when we received a letter from Alamo's "Damage Recovery Unit" alleging $2100 in damage to the car, which had apparently been driven over a curb or similar obstacle.
I called, got a person on the line, and said categorically we didn't damage the car, period. Rep said she would have Damage Recovery Unit review, which it turns out just means they renew their claim. Our insurer, USAA, advised to just pay the deductible because "the consumer never wins these."
Two bits of advice: first, don't ever, ever, ever rent from Alamo. Second, get a statement from any rental car company at turn-in, saying no damage. Otherwise, any negligent employee drives that car over a curb and doesn't want to own up to it, you pay. Seems to be Alamo policy.
PHOENIX, ARIZONA -- I hired a car from Alamo at Phoenix airport on the 3rd of May this year, and was stitched up by Alamo. Their agent attempted to sell us loads of options. When we said no to all of them he became very short close to being rude. He also tried to give us a lower level of car which I had to sort out at the pickup point (the lady here was very helpful). However on return home to the UK and getting our credit card bill they had charged us for options we had not taken, such as a pre-fuel charge of $43. Not being aware of this we paid twice as we returned the car with a full tank.
We were also charged $231 for an additional driver which I had originally requested through Rentalcar.com, but refused it when I got to the airport because they were running a promotion offering additional driver free! I of course said no to the agent when he asked, saying I will take the free offer to which he made no reply and continued preparing the paperwork for us to sign. In total I got charged $363.95 for extras I didn't request. Alamo's response to date has been hard luck. You signed now go away. This is because of my final signature on the last page.
LONDON -- I rented a car with Alamo in Nov 2012 and found some of the business practices very abusive along with a poor customer service. Following a "prohibited U-turn" that happened in the city of Southampton on a deserted road a Sunday evening, I have been charged £1 for the contravention and £16 of admin fees by the Southampton council. On top of that, Alamo (Europcar) added their own fees consisting of £30 of admin fees and £6 VAT!
I find it excessive that Europcar charge me more than twice the cost of the actual contravention and makes the total of the fine more expensive than the car rental price itself when I could have paid directly to the local authorities of SoutHampton, avoiding all this!
I contacted Alamo's customer service via email to complain about this and three weeks later I receive a response that was basically repeating the T&C written on the invoice and explaining that no refund will be provided. I then asked for a gesture of good will but the only reply I got was the same last sentence from the previous email with no formal email starting or signature!
After all, I decided to post a complaint online and someone from Alamo Social Media, Carol **, commented that they will "look into this for me" if I sent more details about my contract agreement etc. What I did, twice, but I never heard from her again.
Eventually I feel extremely disappointed by Alamo dishonest practices! Their customer service is an illusion, they don't properly deal with the complaints or couldn't care less about their clients feedback if you consider the number of complaints that are posted worldwide.
NASHVILLE, TENNESSEE -- I rented a car in Nashville, TN and drove it to Atlanta airport. At the time of the rental I was asked if I wanted the fuel service option and was told "the gas is cheap, only $3.30/gal." Seemed like a good price for gas. I know see the agent chose his words carefully for a reason. I was never told I would be charged for a full tank of gas upon the return regardless of the amount used. I dropped the car off in Atlanta with roughly 1/2 tank left and was charged $51.43 for the full tank (including what I didn't use).
What a shady and dishonest business practice to not disclose to the customer upon offering the FSO that they are paying for a full tank. If I would have known this, I would not have agreed to the FSO, or I would have driven the damn car around until it was on fumes and then pushed it in.
I also checked my paperwork and it doesn't disclose that you are paying for a full tank of gas regardless of how it's returned. It says "I understand my actual charge for the fuel service option may very depending upon the actual fuel tank capacity of the actual vehicle I rent." Very sly choice of words there Alamo Legal Dept. I complained to Customer Service and they said they would have the headquarters call me within 3 business days to resolve this. We'll see. You have effectively lost my business Alamo.
TAMPA BAY, FLORIDA -- Booked a holiday in UK which included car hire. On arrival at Tampa Bay airport, we went to get our car with Alamo Car Rental. The gentleman who served us was very very nice. We had hired a 15-seater minivan, but was offered an 8-seater Chevrolet Suburban. We asked specifically if there was any difference in price and he said no.
On arrival back home, I had a credit card bill for a £940 or 1443 dollars for an upgrade car rental. We had already paid for the car hire, so to be charged that amount of money for an upgrade we did not ask for is disgusting. Puts you off ever wanting to go to the States again. I am currently trying to get my money back, but Alamo are not responding to my emails.
I have now informed my credit card and they are chasing it up for me. I have contacted Alamo UK and have told them I will be issuing an application to the small claims court if not settled within 14 days. Stay away from Alamo as if it were a plague.
PUERTO PLATA, CONNECTICUT -- As I do every yearI booked a car in Puerto Plata Dominican Republic online. This time I used carrentals.com and booked a car to pick up at the (pop) Puerto Plata airport. The total cost was 155.00 plus 85.28 in taxes and fees for a total of 241.28 for the week.
When I got to the airport after driving and flying and when I had no choice, the agent at the airport Alamo kiosk told me that the bill was about a hundred dollars more. He spoke almost no English and I almost no Spanish so I had no choice but to accept the car and could email them when I get home for this obvious mistake.
When I got home they told me that the additional charges were a 7 dollars a day Dominican no fault insurance (which was never told me on the taxes and fees part) and an airport tax because I wasn't picking it up outside the airport (which also was not listed on the part that told me about taxes and fees). The computer also automatically made my reservation into pop downtown Puerto Plata. In other words they put the airport code on then added downtown Puerto Plata. What a slick SCAM. Beware as I noticed that Alamo seems to be getting the most bad reviews of all the companies.
WICHITA, KANSAS -- Don't use!! I reserved a car from Alamo/Enterprise on 11/26/11 at the Wichita (ICT) airport for a daily rate of $24.99. When I turned the car in, I was charged $54.99 per day, a total difference of $111. I pointed this discrepancy out to the agent and she agreed that it was a mistake. She told me that I had to pay the higher rate to close out the rental but provided me with copies of the receipt and reservation and gave me the phone number for the regional manager. I protested but paid the higher rate due to my pending flight. Upon my return home, I left a voicemail message with the regional manager and requested that she give me a call. I never received a call back.
I emailed customer service and received a series of computer-generated responses. Finally, I turned in a dispute with my American Express card and included the documentation showing the reservation rate versus the billing rate. Alamo/Enterprise never responded to the inquiries made by American Express. The company subsequently blacklisted me and put me on their Do Not Rent list without ever responding to any of my inquiries. Alamo/Enterprise does not give a rip about its customers and is too big to care.