Complaint Review: Alamo Rent-a-car

I rented a car from Alamo at OKC World Airport at the end of February.  After the initial paperwork was completed at the Alamo desk, I was instructed to go to the parking garage across from the airport and to speak with the National Rental Car representative, who offered me an option of two cars.  I chose the Nissan Altima and proceeded to the vehicle, conducting a thorough inspection of the car.  Having rented cars before in Oklahoma City, it did not seem strange that my inspection was unaccompanied by an Alamo employee.  The car was in fine shape.

The car was returned at 830am on February 29.  When I returned the car, I did a quick walk-around, as did the Alamo employee who accepted the car from me---I did not note any damage.  He obtained the mileage and gasoline level, helped us remove our luggage from the trunk and walked around the vehicle.  He then printed a receipt and told me we were good to go.  Total charges were $0.00.

When I returned home, I discovered a voicemail on my phone at 1107am.  This message was from the local office manager (Brian), stating that the car had been returned damaged (the back bumper was scratched, and the muffler was bent and dented).  He stated that they would be filing a damage claim.  I called him back to find out details, because this was the first I was hearing about anything.  He informed me that he "was hoping that I could tell him how the damage happened," to which I responded that his call was the first I was hearing about any damage.

I notified my auto insurance company (Progressive, incidentally a great company that has been attempting diligently to investigate).  They have made repeated overtures to obtain a copy of my rental contract from Alamo, who has not provided that document.  However, Alamo has not wasted a moment in providing me a bill for repairs in excess of $800, informing me that I am responsible for anything my insurance does not pay.

Today I again contacted Brian at Alamo in Oklahoma City to discuss my concerns over this issue.  Not only has Alamo not cooperated by providing a copy of the rental contract, but there are 2.5 hours unaccounted for between which I returned the car and it was accepted into their possession (receipt obtained from an Alamo representative at 830am) and when I was notified of the damage (1107am).   I find it troubling that Alamo could accept the car after an employee met me at the car and looked at it, provide me a receipt, and then 2.5 hours later suddenly discover substantial damage to the vehicle and claim that I am responsible for it when it was not even in my possession after 830am.

When I expressed my concerns to Brian, he told me that he couldn't do anything, and that he was very busy and would not help me.  He took my information to pass on to the Damage and Recovery Manager, who was not in the office at the time.  This entire situation has been alarming to say the least, leaving me distrustful of Alamo.  Customer service is clearly not their primary concern:  not only are they attempting to accuse a customer of damage that I did not do, but it seems to me that a manager should not be too busy to help a customer with as grave a concern as this situation.

Avoid Alamo at all costs!  They do not have any respect or appreciation for their customers.