Alamo lied to us and pulled the bait and switch on a recent car rental. Here is the letter that I sent them regarding what happened.
I recently rented a vehicle in Costa Rica from your Liberia location. This was the worst rental experience I have ever had.
I will start off by saying that I made an online reservation for my 4x4 Terios and received a confirmation ( confirmation #[protected]). When I arrived at the location, I was told that they did not have the vehicle I requested, nor did they have any similar vehicles, or other 4x4 vehicles. They gave me the smallest car that they had and said that that was all they could do and they originally said that they were going to charge me the same price for the smaller vehicle. I showed them my reservation form (again) and told them that I had to have a 4x4 for where I was driving and that I wasn't paying the higher price for the smallest car. They finally said that they would drop off the correct vehicle at my hotel that evening. The evening came and went and they didn't show or call. I called them the next morning and went through the same conversation. They said that they still had no vehicles and they weren't sure why nobody called. Then, they said that they had several vehicles coming in and that I should call them that afternoon and request one of them. That afernoon I called and they told me that they had no vehicle for me and that I should talk to the Alamo person that would be at my next hotel from 8:30 am to 4:00 pm (Occidental Grand Papagayo resort) because he had a vehicle for me. I went to the Alamo desk at 2:00 pm that day to find that nobody was there and was told by the hotel staff that the Alamo employee had left early. I immediately called the Liberia location and was told that they would have the employee that works at the Occidental Grand Papagayo drive my vehicle to me in the morning and switch vehicles with me. The next morning I went to the desk at 8:45 am and asked to switch vehicles, but he told me that he didn't drive my vehicle in. He called the Liberia location while I was standing there and told me that there were no vehicles there; however, he would definitely have me by the afternoon. That afternoon I went by the desk again and he told me again that he didn't have my vehicle and he tried to convince me that my small car was adequate for 4 people and all of our luggage and that I didn't need a larger 4x4 vehicle. I thought this was absolutely crazy. The next morning I arrived at the desk again and was told again that he didn't have my vehicle. Finally, that afternoon, they brought the correct vehicle. We missed three days of travel because of the fact that we didn't have a vehicle that we could travel in. I notified the staff of this upon check out, but they didn't seem to care.
Your staff lied to us repeatedly and deceived us and they were unwilling to help us resolve the issue. In the end, I paid the bill for a car that we could not use for 3 days.
Watch out for Alamo Auto Rental on Kauai. Week of Feb 19 - 26, 2008. They run a scam on extended insurance...
I have had 2 bad experiences with Alamo regarding damage. The first occurred in W. Palm Beach in the spring...
We arrived on Saturday afternoon at Orlando Airport and had a reservation for a compact car from Alamo Rental Car. The price of the rental was $108.00, I also prepaid for a full tank of gas which for the compact car was $30.00. We were staying at one of the Disney resorts so would not be driving more than about a 100 miles in total, but the $30.00 was worth it to not have to stop and fill up on the way back to the airport. When we got to the area to pick up the car there were about 2 dozen people waiting and there were no compact cars left... a gentleman was directing people to other vehicles and we were told to just take a Chrysler Pacifica and go... we thought wow, what a great rental company..they oversell but don't hold people up because of it. At the Orlando airport when you pickup the vehicle you go through exit stations where they record the license plate of the vehicle and check your paperwork. The gentleman there said not a word and we were on our way.
When we returned the vehicle after only having driven it a grand total of about 80 miles (3/4 tank still full), we were shocked to learn that the prepaid gas cost was $80.00. When I complained to they guy checking in the car he said that that was the cost to fill up a chrysler pacifica. He said to go see the manager in the booth. This guy was really bad (talk about crappy customer service). When I told him that you oversold and GAVE me a larger car and that I would not pay $80.00 for the gas he looked me straight in the face and said "Oh! Yes you will". When I again said I had reserved a compact car not the Pacifica he said "But you enjoyed that Pacifica!". Oh My... are you kidding me - you forced it on me. Then he said you were going to prepay anyway, I said yes but for $30 because that was convenient for me, not $80... I asked for a customer service 800 number and walked away. When I called the 800 number from the airport lounge I found out he gave me a bogus 800 number...
I found the real number myself and even their corporate customer care was unwilling to adjust the prepaid cost...
I eventually resolved it through my credit card company... but I will never rent from Alamo again... what a scam... offer great rates on compacts, oversell and force a larger vehicle on the unsuspecting consumer and then tell them they enjoyed it and would have to pay for it!!! ARRRGGGHHH!
The complaint has been investigated and resolved to the customer's satisfaction.
I recently took a trip and had a friend do the same trip, while planning, I turned him onto Alamo for our SUV rentals. We both made the reservation, for the exact time because we were on the same flights, staying at the same place. We picked up the cars, IDENTICAL, even same color. Later I learn that he was charged $100.00 less than I even though we had the exact rental pick up and drop off, same car etc. So I call Alamo, and they could care less, even after I turned someone else onto their business, giving them a customer who usually rents through another company.
I find their customer service the worst possible and besides a crabby person on the phone who more or less simply said too bad, even though I was extremely polite and nice on the phone about the issue.
I reserved a car picking up and returning SF airport. However, my flight was changed and I had to change returning to Oakland airport. Charge was changed from original $194.00 to $1229.00. I called Alamo twice, the repersentatives said the charge is Time & Distance, and refused to adjust the rate and refund me. I email to their customer service and was told I will receive a reply in 24 hours but I received nothing.
Alamo has a clever way to double or triple the bill of unsuspecting customers. Over the web, I arranged to rent a car from Alamo for 5 days and received a special weekly rate of $149. My return plans changed and I had to return the car on the fourth day. I fully expected to pay the entire $149 as I agreed and wasn't looking for a pro-rated charge - in fact the confirmation email states that early returns on special weekly rates are not entitled to a proportionate refund. Fine. What I wasn't expecting was that for returning the car *early* my bill jumped from $149 to $288. When you return a car early Alamo considers the contract specifying the special weekly rate to be terminated and instead charges you its default daily rate. Although this claus apparently exists deep in the rental agreement, there was no mention of this in my confirmation email and the when I rented the car the rental agent only mentioned a $15 early return fee, nothing about doubling my bill. When you rent a house at the beach for a week and decide to leave on Friday instead of Saturday, do you expect to pay double for leaving early?
I've tried to figure out any coherent rationale for a company treating its customers like this and can think of none.
As a footnote, after one angry exchange with a customer service rep who scolded me that it is my "responsibility to read the contract" (maybe I need to bring my attorney next time) and a second follow up call, Alamo did agree to charge me only the original weekly rate.
See http://www.msnbc.msn.com/id/18964550 for another story on the same topic.
I booked a car for 2 days and 1 hour online, at 66 dollars. Returned the car on the 2nd day at 11pm. So i returned the car earlier. after 2 days, i see a charge of 174 dollars from Alamo on my credit card bill!!
I called the customer service line. Spoke to a representative Anita. Before i could say anything, she started yelling at me for no reason. I keep on repeating myself saying "can you let me speak for 1 second so i can tell you what i need" She does not let me and was continue talking over me. Then she said "if i want to call you a ###, i can call you a ###, nobody tells me how i do my job!" Then i asked to speak to her manager. She told me that i don't get to talk to her manager, and she just hung up on me.
I called back and asked for her Manager. Her manager Jone Hayes says he does not believe that Anita said these things. I said "if you guys record all of the calls, then you can play it back and you will know" he said "no we dont record our calls!" i said " then how can you say you know she didnt say these things".
Anyhow, after all, they still didnt credit back my money, and instead charged me for 3 days!!! of 90 bucks just because the manager said Anita is his friend?!?!..and don't want to tell me the name of the real manager of Anita. So all this time i was talking to?!?!...who?!?!
I rented a van from Alamo at the Boise Airport on September 18 and returned it on September 27. I feel I received extremely poor service from Alamo employees in that office two times.
The first incident was when I picked the car up. I phoned Alamo a few days before my arrival, informed them that we were traveling with two handicapped people who had a wheelchair and a scooter. I asked what type of vehicle would pick us up at the airport - or whether it would be possible to pick up a car right at the airport without taking a shuttle - because it is impossible to get the wheelchair and scooter up the steps of some rental car shuttles. I was told that they did not have any type of accommodations for handicapped travelers and the rentalvan could not be picked up at the airport. She said that one person in our party would have to take the shuttle to pick up the van, and then drive back to the airport to pick up the rest of our party.
At the airport (after 18 hours of travel with no food and no sleep) I waited 45 minutes in 50 degree temperature that I hadn't planned on or dressed for, and pouring rain, before I was picked up. I had to go back into the terminal twice to call and inquire about my pick up, which I was told should be in about 5 minutes. I went back and forth to the phone in the terminal in a wheelchair, whith great difficulty.
When I was finally picked up, it was in a large SUV that would easily have accommodated our entire party, our luggage and mobility equipment but there was no time to go into the terminal and get everyone. When I arrived at the Alamo office, the man there informed me that he had no idea why I wasn't told what type of vehicle we'd be picked up in, or that I could have rented a van from National and picked it up right at the airport. It would have saved me a great deal of time and trouble if I'd been correctly informed when I asked.
The second incident of very poor service was on September 26. My mother was not familiar with automatically locking doors, and she tossed the key to the van onto the car seat and closed the van door. The doors all locked, with the keys, my scooter, my mother's wheelchair, our purses, wallets, cell phone and jackets inside the van.
I have multiple sclerosis and can't walk more than a few steps without assistance. My mother is elderly and has severe arthritis and tremors, and is less mobile than I am. With our limited mobility we could not walk far to look for help. I managed to walk with extreme difficulty to a pay phone, which was out of order. It took about 45 minutes to find a park maintenance worker who let us use his cell phone. At this point my mother and I and two young children had already been outside at the park for about 4 hours.
I informed the man who answered at Alamo that they keys were locked in the van. I told him that we were two handicapped women and two young children; and that my purse and cell phone were in the van so he wouldn't be able to call me back, and that our mobility equipment was also locked in the van. He first told me we would need to come to the airport in a taxi to pick up a spare key. I told him that would be very difficult for us, so he said he would bring a spare key to us. He said he was leaving right away and would be there shortly, we were approximately ten minutes from the airport.
Two hours passed with no one showing up. I tried repeatedly to use a pay phone, which was a very long walking distance for me, considering my limited mobility. We finally found someone who was willing to let us use her cell phone. This time the woman who answered at Alamo informed me that they do not have a spare key to the van at all! She said it was my fault that they keys were locked in the van, that they had called me back and left a message on my cell phone - which I had already informed them was locked in the van - and that was then end of their responsibility as far she she was concerned.
She then asked if I would like to have the number of the locksmith that they use, which I would have to pay for myself. Seeing no other choice, I took the number of the locksmith and called him. He was there in less than ten minutes and had the van open a few minutes later.
I am wondering, first, what would have happened if we had taken a taxi to the Alamo office, as the Alamo employee instructed me to do, only to find out that they do not have a spare key at all? How would we have paid the taxi driver, with my wallet still locked in the van? And second, why didn't the Alamo employee, after promising me that he was on his way to open the van, call the locksmith immediately and send them to help us? He was aware of our situation, which was somewhat desperate and getting worse by the hour, especially as the evening got cooler and we had no jackets. By the time we finally got into the van we had been outside more than 6.5 hours without food or water.
Pick-up car from airport in Las Vegas, rented 7 nites, parked in hotel first two nites. Third day, used car, found had a nail in tire? Don't they check everything on car before renting again??? Call Alamo, requested they come to replace with a good tire, they told me we don't do tires?that I support to take it to get it repair. I said, I paid for a good, working car not to take it to have a service. I'm on vacation, spend half day to get repair on tire. I don't think Alamo know how to do business, I paid for a GOOD WORKING CAR, with NO PROBLEMS!!! If I do have problems, they SHOULD DO ALL TO HELP ASAP. NOT SAY SOMETHING DIFFERENT and Do NOTHING!!! I don't advice anybody to rent from ALAMO. I WON"T DO ANY BUSINESS WITH ALAMO EVER AGAIN> I ALSO WILL TELL ALL FRIENDS AND CO-WORKERS, ITS MANY IN CORP WORLD .
We rented a car in Houston Tx, we went over the car for damages and were documented in their handheld computer, upon returning the car the alamo rep stated there was a dent to the front bumper, my husband stated is was documented in the handheld and rep said oh yea its here. My husband finished and we left for the airport. 1 mo later we received a bill from vangaurd stating there is damage on the car and when my husband called it was the same dent documented then they say it was a windshield crack, which was not there upon return. We will never rent from alamo again and when we do rent we will have a signed release from any rental company. What a scam...
I have booked a car for 4 days from Alamo through the Internet, to be picked up at Raleigh-Durham airport. The charge is around $130 total. It is a good rate and the cheapest that I could find on the internet. On the day of the pick-up, I arrived at the rental counter 1/2 hour early because of early flight arrival. I was surprised to learn that they would charge me $30 more for picking up 1/2 hour early, saying that that's how the computer works and there is nothing they could do about it. I then decided to wait 30 minutes to pick up my car. During the 3o-minute waiting time, I heard 2 other customers who wanted to change their rental time slightly and were being charged outrageous prices on top of the original prices. After I finished signing the rental agreement, I wanted to test how Alamo would respond to a normal situation. I asked what would be the additional charge if I return the car 2 hours later the original booking time. The agent behind the counter said he did not know and the computer would not show. He said the only way to find out was to return it 2 hours later than the agreed time and the computer would then show what it would be. That's sounded so ridiculous because if I could book via the internet by talking to their computer, why couldn't their computer tell me the late charges. I do not like the eerie feeling of being charge an unknown outrageous amount.
When I stepped out of the rental office, I made a remark to another Alamo customer that Alamo is scamming its customers. He said he had the same feeling. He and I both said it would be our last time doing business with Alamo.
Alamo Car Rental at the Miami Airport location.
3355 Nw.22nd St. Rd.
Miami, Fl 33142
I rent cars a lot and from Alamo. When I say a lot I have hundreds of weekly rentals with Alamo and I use the same location every time. Since I rent so much I do not take the optional insurance, prepay for gas or upgrade the car for an additional fee.
Alamo employees make commission when the add on any of the above services. If a customer does not add any extras they are called a D.
Which means no commission is being made on that customer with that rental.
Alamo employees know me by now and when they see me they walk away from the counter so not to help me. I get treated rude at times and they add fees to my rentals to punish me for not adding any extra options.
The last straw was when a rental agent made me wait for 3 hours, canceled my reservation and call the manager and said I was harassing him.
I wrote a letter complaining about my treatment, I was told he was wrong and they reprimanded him , but that incident cost me time and because he canceled my reservation I had to pay extra and bring the car back the next day to correct what he did.
I recently started renting for Enterprise Rent A Car and the service is much better but on August 1st 2007 Alamo purchased Enterprise. I hope they do not take on Alamo's way of doing business.
This is my Quick Silver id with proof of all my rentals.
Qs782634871. Quick silver
I rented a car from Alamo at the T F Green Airport in Rhode Island. I made an electronic reservation for the car, a GPS device for the week, and on my E-reservation chose NOT to have insurance coverage since I am covered by my own insurance. When I arrived to pick up the car, I was asked three separate times if I wanted coverage, and three times I emphatically refused. Since I was in a line with several other people, the sales person whipped the document across the counted and said, "initial here, here, sign here," and so I did. He then printed out a receipt, stuck it in the rental folder and directed me to the car lot. It was only later that I noted that the document included a charge of $160.00 for insurance. Every call to Alamo has met with the same response: you signed, therefore it's a legal document. However, this is clearly fraud which takes advantage of a rushed situation where people are travel-weary, hurried, and interested in completing the rental transaction. They are running a scam which relies of people's inattention to 'legal' documents.
I gave my bank details through alamo secure web site, and before i submitted i changed my mind and now after month i receive bank statement with 200 pound transaction has been made thats make me crazy dont now how to get back that money from them.
Re: Alamo Rent a Car,
I could not believe that your web site (aka your company) deceived me into believing I had a rental car lined up and ready to go via your online check-in service. I put in the “required” confidential information on your web site to include our debit card that I hereby request you to delete immediately from your data warehousing server. You do not need any of my information ever as I will never use nor recommend Alamo Car Rental to anyone. You can believe me when I say I will go out of my way to make my friends, relatives, and co-workers aware of the service I did not receive. I was allowed, via your online check-in web site, to believe that the rental car was not only ready and available for pick-up that the debit card I provided was debited and the transaction was paid for. Never in my life have I been so mislead. I get to the rental car company to pick up the car and apparently your company does not take a debit card to pay for the transaction. I secured the rental with my credit card; however, I did not have enough of a balance available to use my credit card to pay for the rental – that’s why I used the debit card.
The supervisor sent me down the counter to Dollar Rental which was able to handle the car rental payment using my debit card. Now either you have antiquated software or you people have some sort of agreement/kick back with credit card companies. I was late leaving and therefore, late arriving at my destination due to your negligence and deception. I really should take this up with an attorney. As it is, I believe letting the ten thousand acquaintances that I know of your lack of service and deception will be sufficient.
Arlene & Marc Reeves,
Dissatisfied sought after car renters.
In October of 2006, I rented a car from Alamo in St. Louis for a short vacation I was taking with my 3 year old daughter. While on the vacation, we returned to our car after exploring the art museum.
On the windshield of the rental car was a "parking violation" for expired registration/plates. I contacted the Alamo roadside assistance. They instructed me to return the car to the rental location to exchange it for another car. They gave me two days free and told me that the ticket would be taken care of by them. Last Monday January 8, I received a letter from the Alamo Citation Department this letter stated that they had been contacted by the local government regarding a parking, violation that occurred during the course of my rental. They were required to disclose my name and contact information to the government entity. And to defray costs, they issued a charge to my credit card for payment of the administrative fee. I contacted the Alamo Company three times on of these times I talked to the assistant of the EVP. This lady took my information and said that shw would take care of the problem and call me back. That was on Tuesday 9. today is Sat. 13, I received a parking violation from the city of St. Louis for the amount of $100.00. this violation also states that it is the final warning prior to forwarding to a collection agency.
I am so furious, a day of my vacation was wasted dealing with this, $15.00 was stolen from me, I now have a parking violation on my police record, I have a $100.00 parking violation to pay, and I am being threaten to be turned into a collection agency.
Rented a car with Alamo after getting an online quote of $373.12
told them I didn't need any extra insurance cover but when I received the final bill I've been charged $1043!!!! This is because (apparently) I have no choice and had to take out the extra insurance even though nothing was said to me at time of rental so it was added to my bill.
Wish I'd have checked the bill more carefully but after a 7 hour flight and with a 3 hour drive ahead sometimes these things get missed as you can appreciate. Spoke to Alamo UK and US, both completely useless. Wouldn't admit the original quote was just a con (also no mention of a premium location supplement.... $60). Be very careful if you use these people. They are con artists and very expensive.... $100 a day for a compact car? hmmm sounds expensive to me, how bout you?
In the summer of 2005, my wife and I planned a trip to England, and booked a van rental for a couple of days through AutoReservation.com with Alamo car rentals, so that we could take friends of ours and our daughter and her boyfriend to the Isle of Wight. When we got to pick up the van in Brighton, they wanted to charge $1500.00 (refundable) on my credit card in advance of renting the van, claiming it was standard practice. I had rented vehicles in England before, and had never been hit with such an advance charge. Friends had even rented from Alamo in England, and had not been hit with such a charge. Not only did they refuse to drop the charge, but staff at the Brighton office who were floating around the background made snide comments to the effect that the counterperson should double the charge. I declined the rental, and we used the car of friends in England, but AutoReservation.com would not refund their $40.00 charge, and Alamo claimed their fees were commonplace when I wrote to them later to complain. Not in my experience! (Incidentally, they put the $1500.00 charge through before I realized what they were up to, and left it there for several days afterwards!) Be careful booking things over the internet--especially with these two companies!
I recently went to the San Francisco airport Alamo. After waiting in-line for over a half-hour, the paperwork...