[Resolved] Alamo Rent A Car / completely overcharged without notification

Los Angeles, CA, United States

Recently we rented a car from Los Angeles to San Francisco (rental agreement number [protected]) which was paid for months ago through our travel agent with the company DriveAway holidays for $166 AUD for the 3 days (13th-15th October)! Upon pick up of the car the lady at the counter offered us this and that, all was declined except some $10 per day for insurance, and an upgrade of the car itself which was verbally quoted as "look I will try help you guys out and offer you an upgrade to a jeep cheerokee or similar for approx $40USD extra of what you have originally paid $129USD". We agreed to this price, however it was NEVER quoted per day!
We then decided on the 15th October in the morning to extend the car rental until the 16th October, verbally quoted via phone call was approx $85USD, which we agreed to.
Upon dropping off the car in San Francisco we arrived at 7pm which was the drop off time/closing time, therefore we did not end up refueling the car which was our decision and was quoted for approx $75USD for refueling charge!
You can imagine the surprise when we had been charged $599AUD to our credit card for an upgrade, an extra day and a refuel, when we only paid $166AUD for 3 days - How does that work!!!
We acknowledge we are under 25yrs old however not once was the additional cost for this brought to our attention!
As for the rest of the costs we were charged, it is absolutely ridiculous how your company has racked up a bill on our card which we were NEVER told about!
We rang the company contact number at 12:30pm on 22nd October expressing our issue and we're offered only a breakdown of the costs which we don't care about because half of it was never quoted/incorrectly quoted! We were told that someone from customer care would contact us in the next 24hrs, still waiting on that phone call...
We are happy to accept the extra charges of decisions we made for the approx $40USD X 1 upgrade of the car, the $85USD for the extra day hire and $75USD for refueling. The underage cost is annoying since we were never told but we understand.
Also like to bring to your attention the receipt is incorrect as we "picked up" the car in Los Angeles and "dropped off" in San Francisco.
Your company has been very misleading and basically ripped us off! I would like this issue resolved immediately/have the common courtesy to contact us back via email [protected] with a solution!

Nicole Kiernan & Jake Harlen

  • 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, Oct 25, 2017

    nicolekierna, we take pride in our customer service and would like to look into your billing concern. Please email [protected] with your contact information, rental agreement or reservation number and the information above. Thank You. - Carol H.

Oct 24, 2017

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