- Report: #861004
Complaint Review: Alamo Rent-a-car - Oklahoma City Oklahoma
Reported By:
Matthew -
Ashburn, Virginia, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Alamo Rent-a-car
7100 Terminal Dr, Oklahoma City, OK 73159 Oklahoma City, 73159 Oklahoma, United States of America
Phone:
405-680-5353
Web:
Categories:
Business Rating:
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Alamo Rent-a-car Damage claim after vehicle was returned Oklahoma City, Oklahoma
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.
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.
4 Updates & Rebuttals
MRK
Ashburn,Virginia,
United States of America
Complaint resolved
#2Author of original report
Wed, April 11, 2012
After my post, I contacted Alamo Care, at their request. Within two hours I had received a call from a very nice Risk Manager, who said she would be going to the Oklahoma City airport facility, speaking with the people involved and getting to the bottom of the situation, and that she would call be back with her findings after that was done.
In the interim, I received a call from the Alamo Damage Recovery Unit stating that they had investigated my rebuttal and were not going to dismiss the damage claim. I asked that a supervisor call me to discuss this issue further.
Late last week, I got a call back from the Risk Manager, who said that she had investigated and that the extenuating circumstances (i.e. they apparently did not complete the full damage check in my presence upon returning the car) were sufficient to not pursue the damage claim any further. She also provided me this information in writing.
It is refreshing that Alamo was willing to investigate and brought this issue to a satisfactory resolution without me having to pursue legal options. I certainly have learned a lesson, though, that's for sure-- a complete photographic pictorial of a rental vehicle upon its return will be a part of every car rental from here on!
voiceofreason
North Carolina,United States of America
Alamo IS Enemaprise!
#3Consumer Comment
Fri, March 30, 2012
Per Wikipedia, "In 2007, Alamo was acquired by Enterprise Holdings, operator of the largest rental car company in North America, Enterprise Rent-A-Car."
Anyone surprised?
To the OP, you send a certified letter to their corporate headquarters stating in no uncertain terms you are ready to file fraud charges against the employees involved at that location, and get on Progressive to back you up.
I'm assuming you charged the rental. If so, your card probably provides coverage for damages too, and if so, you need to open a claim with them and insist they also threaten Criminalprise with legal action. Do not pay a dime, and if they don't back down, Progressive and/or the card issuer must fight for you.
Enterpise, Enemaprise, Criimalprise, whatever one wishes to call them.
Yo, Genelle, Veronica, how bote (sic) of youse doin'?
Joseph Brown
Spartanburg,South Carolina,
USA
Alamo
#4General Comment
Fri, March 30, 2012
They must be a student of Criminal Enterprise. I'm amazed a robot by the name of Genelle didn't e-mail you.
Alamo Rent A Car
St. Louis,Missouri,
USA
We'd like to assist
#5UPDATE Employee
Thu, March 29, 2012
Thank you for bringing this to our attention and we'd like to look into this further. Please email care[at]alamo.com with your full name, your contact information, the rental agreement, and any other details.
When emailing please list reference #120329-002648 in the subject line.
-Amanda
Alamo Rent-A-Car
