Alamo Rent A Car review: Rental service denied

This is a story about how your Sevilla, Spain Airport rental center cost an American citizen and US Veteran roughly $1100 and was then further poorly treated by your staff here statestide on 6 Oct. 

The dispute was filed on 6 October and I have not heard anything back. This is the email address a customer service rep at Alamo provided, which I thought strange, but an identical complaint has been filed on the Alamo website. 

The dispute and my request is summarized as follows, with supporting documentation on the word document I attached.

After booking reference # [protected] through AMEX travel, I arrived at the Sevilla airport roughly 2 hours after by pickup time due to a late flight. The SVQ Alamo agent told me because I was 1 hour late than my scheduled time, my reservation was cancelled and my vehicle given away. Staring at a lot full of vehicles, I asked how this could be and showed that on my confirmation email there was no such stipulation. He did not budge and said my car was gone. This went on for some 10 minutes. I insisted that after travelling over 18 hours to get to my destination, if I had known I would be helpless if I was 1 hour late, I would have absolutely made note of that and taken measures. And again, there was no such note of this late policy in my reservation. I then asked if I could rent another car. He said there were no cars available. In short, he was rude, unhelpful and I would say uninformed. 

I then had to go to each of the remaining rental car agencies to see if they had any available vehicles. Finally, on my 4th attempt, I was able to secure a vehicle with Avis for $1471.52 for the exact equivalent reservation. I informed AMEX travel immediately. They opened a case with you on my behalf, but the verdict was I would have to take this up with you. 

After returning to the states, I called your customer service # and spoke with a gentleman who was less than helpful. He insisted that the only way to handle this was to kick the case to the local office in Sevilla. As I tried to inquire further, he no joke hung up on me after saying "thanks for calling Alamo" in the middle of my question. 

I then attempted talking through the online chat feature. As you'll see in my attachment, this person also cut me off and disconnected the chat before answering one of my questions. 

Instead of the $317.78 that I was going to pay you, I had to pay $1471.52 to rent the literal last remaining vehicle at the airport. I have had 3 of your employee mistreat an American at a foreign location and a veteran at home. 

I have been more than patient. I have provided you every bit of proof possible. 

My request is simple. Make me whole by extending either $1100 in cash to me via direct deposit or check, or grant me $1100 in Alamo credit that will does not expire ever. 

I hope to hear from you soon. 

Matthew McCants

[protected] 

[protected]@gmail.com