The complaint has been investigated and
resolved to the customer's satisfactionResolved Alamo Rent A Car — false rental car damage claim scam
resolved to the customer's satisfaction
I reserved a car from Alamo via Priceline for the morning of October 31, 2019. I had just returned from a Hawaiian vacation and I just needed a vehicle to get from BWI back to my home in New Cumberland, PA, which is roughly a 90-mile drive. I picked up the car around 10am and I drove directly home. I made no stops along the way. I arrived home (with NO INCIDENT) shortly after 12. I returned the car to Harrisburg airport (as I had arranged with my reservation) that evening around 6:30. The car sat at my apartment from the time I arrived home until I got back in it at 6pm to return it and meet my friend who agreed to bring me back home. Upon reaching the rental car drop-off at Harrisburg International airport, I parked my car in one of the spaces indicating that it was for Alamo/Enterprise drop-offs. The booth for the rental car attendant was not lit inside and there was no one to be found in that section. I looked for someone but to no avail. I made sure I had all of my belongings before finally putting my keys in the drop box for Alamo/Enterprise. My friend arrived 10-15 minutes after I first got to the rental car drop-off area and we went home. The next day I was looking at my Mastercard account online just matching up purchases I'd made during vacation. There appeared to be a duplicate charge from Alamo but after speaking with the agent from BWI (phone # from my rental agreement), I found it was merely an authorization and that was fine. There were no other issues in that respect. I also informed the agent that upon leaving the car at Harrisburg International Airport, that no attendant was around at the time and that I had placed the keys in the drop box. The agent said that was fine.
Fast forward to Wednesday, 12/4/19 (34 DAYS LATER TO BE EXACT) where an agent from Alamo's "Damage Recovery Unit" contacted me to tell me that there is an investigation going on for the car I rented and for the time I rented it as there was damage to the car. I made it clear that I had no accident in the vehicle and I reiterated the same EXACT account as above. I was adamant in that there was no damage to my knowledge, I never hit anybody/anything and nothing/nobody had hit me! She said that they would be in touch. After hanging up with the agent, it occurred to me...why these ridiculous insinuations OVER A MONTH after returning the car??? I called back and spoke with an agent who explained to me (quite curtly) their process of discovering damage, their own filing/incident processes, etc. She then said that there was damage to the undercarriage of the car including some sort of sensor damage to the car. I told her that I did not hit anything/drive over anything. She wasn't very receptive but she said the investigation claim could take 2-3 wks. before I would know the outcome and that they would have to verify with OTHER DRIVERS any incidents/damage reported. Ultimately, I'd be hard-pressed to believe that I'm the only person who's been behind the wheel of that vehicle in the 34 days since I dropped it off at the airport. No I did not take any pictures of the vehicle upon acquiring it, I just thought it would be a fairly straight easy drive coming home on 83 North and it was until my phone rang almost 5 wks. later! I also didn't take insurance on the vehicle as I have my own insurance. One would think that I would take comfort in that I am fully covered but that's hardly the point. (Think criminals pleading down to reduced charges...it's still an admission of culpability.) In my case, I DID NOT HAVE ANY INCIDENT IN THAT CAR. I had it for 8.5 hours, I drove it for 2...that's it. NOTHING HAPPENED. Upon doing further research into Alamo Car Rentals, this appears to be their modus operandi. In the future, I will never again rent from Alamo nor it's sister business, Enterprise. This whole situation is incredibly shady. All I wanted was to get home from the airport. I made it home safely and SO DID THE CAR. That's all I can say.
The complaint has been investigated and resolved to the customer's satisfaction.
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