Alamo Complaint - Poor Customer Service
ORLANDO, FLORIDA -- I recently rented a car from Alamo and can say that I will never rent from either Alamo or their affiliate, National, again.
I secured my reservation via Alamo's website. I was given a confirmation number and my estimated total. We arrived at the Orlando Airport and proceeded to rent the car. I expected to be able to just put down the credit card and get the car as it had already been reserved. By the time the person was finished - our bill had more than doubled. I felt like they were double talking us and trying to sell the car not rent the car. After several more minutes of arguing, we finally got it back down to what I had originally been quoted.
We were to drive to Daytona Beach and then return to Orlando the following week and drop the car back off. Easy enough. Hurricane Frances blew that plan out of the water, literally.
Airports closed, our flight had to be rescheduled and moved to Georgia upon our mandatory evacuation. The airline (Northwest) waived all fees and were more than helpful. We called Alamo to let them know of the change for drop off. This change was out of our control as we had to evacuate and the airport was closed. They proceeded to inform us that there was a $96 drop charge to drop the car off in Georgia. Our having to leave the beach to drive to Georgia was not a decision that we chose randomly. A hurricane forced this change.
When I tried to talk to a customer service rep, she basically was saying too bad. They seemed to have no concept that we physically could not drop off the rental car at the airport as it was closed and was going to be closed. If the airlines could waive fees in times of natural disasters, why can't Alamo? The airlines and a lot more to lose than a car rental company. Us dropping the car off in Georgia was actually insuring that it would not be damaged by the hurricane as well.
There are times when a company needs to make a waiver on policy and help their customers instead of making it more difficult on them. I have complete respect for the airlines who lost money due to the hurricane. I do not have respect for a company or business who refuses to help their customers.
Not only did Alamo not earn my respect, they have ensured that I will never be a repeat customer.