The complaint has been investigated and
resolved to the customer's satisfactionResolved Alamo Damage Recovery Unit — charges for damages we did not cause
resolved to the customer's satisfaction
We received a letter from Alamo's Damage Recovery Unit 10 days after our trip to California in April 2014. The letter stated that we caused damages to our rental minivan and asked for either our insurance or credit card information, but mentioned nothing about location, cost etc. When we called on Monday, April 21, the agent told us the location of the alleged damage we caused, but would not tell us the cost, simply that "we've already billed you and it will get to you shortly". My husband told the agent that we were denied a walk-around upon returning our car, and she said "we don't do them at the airport". In the same conversation she told him that the report indicated the agent "confronted" him about the damage. I'm wondering how we would have been confronted if they wouldn't do a walk-through? Also, would they not have a signature acknowledging the damages? We received a second letter roughly a week later, dated the day AFTER our April 21st phone call, with black/white photos of a scratched bumper and a damage total of ~ $600. The email address [protected]@ehi.com was listed in the bottom, so we sent them a polite email asking for, among other things, date stamped copies of the damage as well as any signed paperwork acknowledging the damage. We got an immediate auto-response that acknowledged receipt of the email, and informed is they would forward it to the correct department. Then...nothing until May 13, 2014. Another letter (postal mail) with all the same info but the name Dionne signed at the bottom. I emailed her the same day, again requesting date stamped photos along with other things. I have yet to hear back. As an honest, hard-working person, this whole experience is very disheartening. My brother worked for Enterprise (Alamo's parent company) for almost 10 years, and always portrayed them as an honest, fair company. I feel like I did a deal with the devil - there's no way to go back in time, and I'm stuck dealing with an issue from over a month ago two states away and can't even get anyone to send me a personal response. I have lost faith, trust and respect in Alamo/Enterprise/National, and will NEVER do business with them again. On another note, I do have an inquiry in to the Insurance Commissioner for the State of California, and plan to file a complaint with the Attorney General as well. Good luck to anyone else in my situation
The complaint has been investigated and resolved to the customer's satisfaction.