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180 Reviews & Complaints
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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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Ripoff Company- Non Authorized Credit Card Charges
Posted by Angelhuezokdt on 07/10/2013
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.
     
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Posted by alamocares on 2013-07-11:
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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Abusive practices and poor customer service
Posted by Amoli157-info on 06/11/2013
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 H, 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.

     
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Fuel Service Option Beware
Posted by B.doersam on 06/08/2013
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 with in 3 business days to resolve this. We'll see. You have effectively lost my business Alamo.
     
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Posted by Jeff on 2013-06-09:
All those fuel service options are a ripoff. And yes, a lot of times they do not disclose that they charge you for a whole tank regardless if you use it or not.....I always opt out of that....
Posted by alamocares on 2014-02-25:
b.doersam,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 #140225-001309. I look forward to hearing from you soon, thank you. Chris, Social Media Monitor, Alamo Rent-A-Car
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Alamo Ripped Me Off
Posted by Lee565 on 05/05/2013
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. With in 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 DIDNT 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 WERENT!

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

I WANT ANSWERS ALAMO...
     
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Posted by trmn8r on 2013-05-05:
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?
Posted by Alamo Car Rental on 2013-05-06:
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
Posted by john on 2013-07-31:
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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Upgrade Ripoff
Posted by Rees844 on 04/26/2012
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 surburban. 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.
     
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Posted by trmn8r on 2012-04-26:
Do you have a rental agreement that shows the Suburban for the rate of the minivan? These car rental complaints with unseen charges often amaze me, because I always return the car and get a final bill.
Posted by alamocares on 2012-04-27:
We’ve taken note of your complaint. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please send us a detailed email to care[at]alamo.com including the exact rental location information, your contact information, your rental agreement and any further information.

When emailing, please list Reference Number 110908-000910 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Alamo Car Rental
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Watch for This Scam
Posted by Garypond2295 on 03/25/2012
PUERTO PLATA, CONNECTICUT -- As I do every year---I booked a car in Puerto Plata Dominican Republic on line. 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.

     
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Posted by Alain on 2012-03-27:
Thank you for the warning. Since this occurred in the Dominican Republic, there's not much you can do about it except warn others and avoid using Alamo. Drop Alamo a note at http://alamo.com 'contact us' in the upper right corner, as well.
Posted by alamocares on 2012-03-27:
We've taken note of your complaint and we'd like to look further into this for you. Please send us a detailed email to care[at]alamo.com with your contact information, rental agreement number, the exact rental location information and any further information regarding your concerns. We'd be happy to resolve any dissatisfaction.

When emailing please list Reference Number 120327-000415 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Social Media
Alamo Car Rental
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Cancun rip off
Posted by Raleighe64 on 02/16/2012
Do not rent from Alamo they added insurance that I did not sign up for at the time of he rental. I have tried to work it out with them to no avail. The van was a piece of crap and broke down twice and would not start. Took them over three hours to fix it both times. I tried to get a different one and hey said they did not have another.
     
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Posted by Alain on 2012-02-18:
If you used a credit card for the rental, you might try disputing the charge.
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Too Big to Care!!
Posted by Danbboring on 01/19/2012
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.
     
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Posted by At Your Service on 2012-01-19:
Why would you care about renting from them again anyway? You did the right thing to dispute said charges with American Express.
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