Great Customer Service. I reserved a Mini Van and they didn't have any available. They upgraded me to a Chevy Suburban at no extra charge. This worked out perfectly since 6 adults were traveling and anything smaller would not have worked.
We made a reservation 2 months in advance and received a confirmation, which stated we needed a major credit card, but no mention of the amount that needed to be available on the card. We typically only use our checking Visa cards, but we have a Discover card with a low $500 balance for these occasions. We used the card recently for dinner and gas. We went to pick up the car tonight and Alamo tried to put a $458 hold on my card. They insisted that they have to do a $350 hold plus the cost of the rental. When my card was rejected because of insufficient funds they told me to call Discover and make a payment, then they would be able to process the rental. So we did. Discover asks to speak to the woman at the Alamo counter. Alamo (who told us to call and make a payment in the first place) then proceeds to tell us that they cant accept authorization over the phone and Discover needs to make the funds available immediately. Discover says they cant do that. It will take 24-48 hours!!!! I asked Alamo, why weren't we told how much of a hold would be put on the card? They said, because it varies by location. So if I rented from an Alamo dealer the next town over, it may have been a lower amount. We asked if they could make an exception and accept a debit card, since they know we made the payment and had more than enough funds available? They said no. I asked if they could put the $350 hold on the Discover card and let us pay the rental amount with the debit card. They said NO. They then proceeded to suggest that I get on the phone and call everyone I know that has a credit card to see if someone would drop everything at 9pm at night to come to the airport and let me use THEIR credit card so I can rent a car. REALLY?????? I am sorry, but ummm NO.
Me and my husband flew to Florida for our honeymoon. We arrived at the airport and we couldn't even pick up the car. Mind you, I booked everything on expedia, read all the details, and planned everything carefully. On my itinerary it said they will need the driver's (my husbands) credit card info as a deposit (in case anything happened to the car). Okay, fine. It also said further down the bullet points that since my husband is under 25 a fee will be charged. So I call Alamo to ask what the fee is so I know what to expect. $140, okay... fine. So we're at the airport in Orlando and I have the cash for the fee as well as all the vacation money on my credit card. They refused to take my cash or my card for the fee. I had all the money. But the fee had to come out of his card and only his card since he's driving. Nevermind the fact that we're married and share money or that I had the cash for them. They really ruined a lot of our plans for our honeymoon so we ended up taking ubers the whole time. I highly suggest that Alamo or Expedia clarify that the young renters fee must come out of the drivers card because we flew from PA to Florida expecting to have a car ready for us and it wasn't.
Appreciate that they stepped up the plate to make our experience a good one.
Alamo emailed asking for a review of the experience with their rental car on the weekend of 9/9 - 9/11/2016. To accommodate Alamo's request I am responding with this information... The rental experience was disappointing. I rented a Premium car and paid the appropriate fees for that privilege. The Volvo that Alamo delivered had not been prepared for rental. It was delivered with less than 1/4 tank of gas, crud on the interior and no windshield washer fluid. I filled the car, scraped smarm off the top of the gearshift knob and passenger seat shortly after receiving the car. Didn't realize there was no washer fluid until it was needed on the highway and of course, the bugs on the windshield remained in place until I could find a service station to wash and squeegee the windshield. So, mistakes occur, right? Stuff happens and I've always believed that the true test of good service is in the recovery. So what is truly disappointing is the indifference of the site manager and her failure to respond after promises from both the agent who received the car on return and the agent at the counter to whom I was referred. Both the agent who received the car on return and the agent at the counter, where I returned the keys were extremely apologetic and understanding. Both said that the site manager was not on duty (Sunday) and that she would certainly contact me on the following day. That was a week and a half ago. Apparently, despite the good intention of Alamo's agents on site, the manager could care less. Too bad really.
Not only is the staff friendly and knowledgeable; the vehicles are always clean and in great shape. Keep it going!! I travel lots and will continue to use Alamo.
Alamo not only was inflexible with their policies, but gave out vague and ridiculous advice not to mention the generic confirmation which did not prepare us for the reservation. No where in the confirmation did it say they would put a hold of $350 plus the cost of the rental on the card. IF it had, I would have made sure the money was available. In addition, the airport location did not answer the phone and when I pointed that out, the woman just shrugged and nodded at me.
Alamo Rent A Car is a US Car Rental based in Allentown, Pennsylvania. Alamo Rent A Car is located at 3311 Airport Rd, Allentown, PA 18109, USA.
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