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[Resolved] Alamo Rent A Car / bait and switch

1 Clayton, United States

This complaint is a Bait and Switch tactic practiced by Alamo Rental HQ/main website.I recently booked a trip to Costa Rica and decided to rent a car from Alamo. I went directly to Alamo.com and purchased our vehicle. I was sent my agreement, I read through the small print/terms and conditions and thought I was good to go for $173 which included taxes and fees.We arrived in Costa Rica around 5pm and were driven to the Alamo rental HUB located in the middle of nowhere (about 5-10 miles from the airport). When we gave the Alamo attendant our agreement he states we need to purchase mandatory insurance if we want the car, the total cost changed from $173 to $512. It was getting dark, we needed to drive 3 hours north to La Fortuna and we are in the middle of a foreign country with no phone or internet. I was forced to take the insurance so I signed, because at that point we were stuck and what else was I going to do?After we arrived at the Hotel around midnight I went to the business office and researched, Alamo Costa Rica was correct, the government in Costa Rica does require mandatory insurance. My problem, in my agreement and at the time of booking I was never informed. In addition I had CDW insurance thru my credit card. I emailed Alamo and told them I was covered and wanted to cancel the insurance (the same night) and no response.I disputed these charges when I returned and had access to phone and internet. Not only was I never informed of these charges on their website or the small print, I was covered and tried to cancel the same night. The first manager at Alamo said he cant refund the full amount of insurance only $100. I pushed and said I want the full amount refunded, so he opened a mediation. 2 Days later he said his bosses discussed and they will only refund $51. I ask "it was $100 now its 51?" This is his exact response "Once a mediation process is started, the result will supercede any courtesy offer" It has been 22 days and I haven't even received the $51 dollars

  • Resolution statement

    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, May 26, 2015

    Scott, I would like to discuss this further with you. Please email us at Care@Alamo.com with your contact information, reference #150526-003058, rental/reservation number and any other details. -Tatiana

Sc
May 16, 2015

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