[Resolved] Alamo Damage Recovery Unit / charges for damages we did not cause
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
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Alamo Rent A Car Customer Care's Response, Jun 04, 2014
We take customer service seriously and want to assist you. Please email [protected]@alamo.com with: o Renter’s full name
o Current phone number
o Location rented
o Rental agreement (RA) number
o “DX” or claim number
o Description of the concern – this may include the original tweet or web article and/or email of details the customer submits to us. Your reference number is 140604-001769. -Tatiana
Alamo Rent A Car Customer Care's Response, Aug 05, 2015
Thank you for your email and all of the information. Our team acts as a bridge between our customers online and the upper managers that can best address your concerns. Based on the information you have provided, I have forwarded our correspondence over to the corporate office that handles the Islip location to address further with you.
If you have any further questions or concerns, please email us at [protected]@Alamo.com
Social Monitoring Coordinator
Alamo Rent A Car Customer Care's Response, Mar 22, 2016
Thank you for your comments. We have taken note and would like to speak with you directly about this. Please send a detailed email to [protected]@alamo.com including the exact rental location information, your contact information, your claims, rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please list Reference Number 160322-000557 in the subject line. We look forward to hearing from you.
Alamo Rent A Car
Alamo Rent A Car Customer Care's Response, Aug 22, 2016
We would like to look into this further. Please email [protected]@alamo.com and include a good contact telephone number and email address so that I can look into this for you. Please include reference number 160822-004512 in the subject line of your email. We look forward to hearing from you soon.
Social Monitoring Coordinator
Alamo Rent A Car
Alamo Rent A Car Customer Care's Response, Sep 14, 2016
Ilanym, customer service and satisfaction are very important to us at Alamo. I would like to follow up with you. Please email me at [protected]@alamo.com with the complete details, contact information and any rental agreement numbers. Please reference #160913-000206. I look forward to hearing from you soon, thank you. Chris, Social Monitoring Coordinator, Alamo Rent-A-Car
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