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180 Reviews & Complaints
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Be careful, Alamo might claim a loss/damage on the car you rent a month ago
Posted by Gongpu on 10/24/2006
SFO, CALIFORNIA -- I have rent a car with Alamo on Sept. 9, 10 for two days from SFO airport. Nothing happened during my rental and no issues were found when I returned the car. About 30 days later, received a leter said that the car I rent had a loss/damage report on it... Called the customer service center and was adivised to call their Damage Recovery Unit. Called the Damage Recovery Unit and left messages on their message system (as no body will pick up the phone there). According to their system, someone will return my call with 72 hours after I left my message. No any responses after a week of waiting. Left another message again today (Oct. 24, 06). Did anybody know how to deal with those guys in the next step? I just don't know why such bad company can still survive in this country? Thanks in advance for any ideas and suggestions.
     
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Posted by Anonymous on 2006-10-25:
If you used a credit card, call the card company. Often they will go to bat for you. When this happened to me, American Express contacted teh rental car company and pretty much told them 'in your dreams'.

If they don't note damage at the time you return the car, they don't have a claim against you. I would send them a regsistered letter stating there was no damage when returned, and that this was acknowledged by their agent. I don't think they will chase you very hard.
Posted by DebtorBasher on 2006-10-26:
I wonder how many times these companies collect on the same damage...is this how they make their money? Looks like people will have to video tape the car upon renting it and taping it upon returning it and keep it for their records...30 days later and they just notify a person? It's a clear scam on the consumers.
Posted by pashber on 2007-01-27:
Rather than go through the damage control unit--which never picks up the phone--I advise writing directly to the CEO or President of the company via certified mail, with a copy to the damage control unit. Write a factual letter, enclose documents (we enclosed a copy of our pre-rental inspection, which showed preexiting damage), and demand documents (such as the last 15 rental contracts). Make it clear (without threatening) that you will fight this. Stress you past rental history with the company (if you have been a frequent renter). We did all of the above and the company not only dropped the claim, but offered to send us a coupon for a free two day rental.
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Failure To Accept Visa Debit After They Accepted Price
Posted by Petergeorgiagaydos on 04/08/2014
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.
     
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Posted by alamocares on 2014-04-22:
Petergeorgiagaydos , we'd be happy to look into this for you. Please email Care@Alamo.com with your contact information, reservation number and all the details so we can address your concern. Please attach reference # 140422-002912 to your email.- Christina
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Charging Damage Deductible From Credit Card WITHOUT Report or Consent
Posted by Tinecidy627 on 01/31/2014
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 their 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 finishes 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.
     
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Posted by Weedwhacked on 2014-02-01:
You pretty much admitted guilt by paying them upfront. This is an "American" business, so of course they're going to fleece you for the full amount. That's what businesses in this country do.
Posted by Pete on 2014-02-01:
I think a lot of the 'damage' done to cars is in the $500 range to fix, know why? Because YOUR auto insurance picks up the first $500 on rentals. So the rental companies are betting you will just let your insurance pay for damage. Budget tried that on me but I yelled and hollered on the phone until they backed off. The damage that was there when I check ed the car in after 1 day was actually rusted. And this was in a dry climate state.

I think State legislators should pass a law saying if damage is not reported by the agency (rental company) when a customer rents a car and the customer finds the damage at that point the the entire rental should be free. I bet the damage claims would drop to about nothing.
Posted by Alamo Cares on 2014-02-03:
tinecidy627,
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 #140203-002225. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Alamo Rent-A-Car
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Do Not Use These Guys
Posted by Nickjlocke on 11/07/2013
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 your 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.
     
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Posted by alamocares on 2013-11-14:
Nickjlocke,
Thank you for bringing this to our attention. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at Care@Alamo.com with complete details, including the exact rental location, your contact information, rental agreement number and any further information regarding this incident.

When emailing, please list Reference Number 131114-002134 in the subject line. We look forward to hearing from you.

Sincerely,
Mitch
Social Media Coordinator
Alamo
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Lost and Found
Posted by Gators886 on 10/15/2013
I left a white box in the car I rented. I've called Alamo at least 20 times and I've been given the run around. No one is willing to help me. I've been transferred to a VM to someone who is on vacation until the 22. I need my items.

I also contacted customer service 888 number and they are not helpful either. The car was rented on an emergency basis.
     
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Posted by alamocares on 2013-10-30:
Gators886,

We’ve taken note of your comments and would like 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 or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 131030-001563 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
Enterprise Rent-A-Car
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Misrepresenting Upgrade
Posted by Dmunday on 08/15/2013
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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Posted by alamocares on 2013-08-21:
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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Claim for Damage Two Weeks After Return of Car
Posted by Smitrod65 on 08/02/2013
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.
     
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Posted by PassingBy on 2013-08-02:
Every time a vehicle is rented always take photographs of the entire vehicle inside and out.
When you pick it up make sure the agent pointing to any damage. That usually prevents them from making false claims.
Posted by CU on 2013-08-02:
Push back. If they don't note damage when you return the car, they cannot claim it afterwards. That car has been out of your possesion fo rtwo weeks, and most anything could have happened to it. Make sure your credit card company is aware of a dispute.

And your insurance agency is wrong. This happened to me once, and it was actually AMEX that called them and told them they have no claim and that AMEX would not honor any charges from them.
Posted by Rory on 2013-08-14:
I had a similar experience - for £110 not for $2,000 - but I eventually got e refund after 4 weeks of complaints to both the US and UK customer service teams. Despite this it looks like this is a global problem for them and I would still never rent from Alamo again, their customer service is so unfriendly, at no point did they admit any fault. Absolutely terrible company.
Posted by alamocares on 2013-08-14:
smitrod65,
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 or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 130814-001421 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
Alamo Rent A Car
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Unsatisfactory Customer Service So I Cancelled the Reservation!
Posted by Yatesiek on 07/31/2013
Despite a reservation (made with a major credit card) they would not rent the car because the person that I rented the car for did not have a credit card (which is why I reserved the car and paid for it with my card). Unsatisfactory resolution. I will never rent from them again and would not recommend them to anyone.
     
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Posted by saj80 on 2013-07-31:
I believe this is a common practice with most places that accept reservations via a credit card
Posted by Bee on 2013-08-01:
You will find this to be the case with almost all car rental companies. The primary driver's credit card is required. If you are renting for someone else (a family member, friend etc) they still have to provide a credit card in their name when the car is being picked up. I know this to be the case for many rental companies including Enterprise, National, Alamo and Hertz. I am not sure about the others, but those ones have this policy in place.
Posted by alamocares on 2013-08-01:
yatesiek,
We’ve taken note of your concern 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 or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 130801-001931 in the subject line. We look forward to hearing from you.

Respectfully,
Mitch
Social Media
Alamo
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Charges for Options I Did Not Take, After I Got Home
Posted by Desmond.mahoney on 07/31/2013
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 paper work 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
     
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Posted by alamocares on 2013-07-31:
Desmond,
We’ve taken note of your concern and would like the opportunity to discuss this with you further. Please send 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 130731-001991 in the subject line. We look forward to hearing from you.

Respectfully,
Carol
Social Media
Alamo Rent-A-Car
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Alamo Rental Car Insurance Ripoff
Posted by Iasfoster on 07/23/2013
DUBLIN -- Beware of Alamo's cheap on-line quotes! We recently rented cars from Alamo for touring in Ireland and the UK. We were given very low rates online, only to discover on arrival that the insurance charged was 10 times the rental cost! We were not made aware of this at the time of booking and had very little option but to pay it on arrival. I have written to Alamo's Customer Service, even to Andrew [snip], Alamo's CEO, but my complaint has been ignored.
     
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Posted by alamocares on 2013-07-24:
Iasfoster
We’ve taken note of your concern 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 or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 130724-001680 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
Alamo Rent-A-Car
Posted by Jim McGrath on 2013-09-21:
I also had the same problem in the UK. I handled mine differently, but still Alamo Charged my credit card when I got home, and I can't get anyone in the UK to ansewer the phone and tell me why.... Hidden cost with no explination. Only thing we can do is contest the charge with our credit card company.
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