Shortly after I picked up my rental, I started to lose air in one of the tires.
Alamo and National share personnel at the Albuquerque airport, which could be a good idea: Except, a single individual is responsible for processing customers of both agencies. In general this means you'll need to wait to check out a car. Anyone with a reservation can check out in about 2 minutes, so if there's 4 people ahead, you wait 8 minutes. If the people in front of you don't have a reservation, add more wait time! Based on my experience, Alamo/Naional need more personnel. Too, I reserved an intermediate car and was given a compact as no intermediates were available. I took the car because I didn't wish to spend added time straightening it all out.
The following day it was practically flat. I called "Roadside Assistance" and they demanded $70 before they would come out. Outrageous!! The hotel was able to add air to the tire at NO CHARGE. Question: Why does Alamo feel it's fair for a renter to pay for a car THEY own?
The customer service is horrible at Alamo. I called 2 weeks in advance made reservations and prepaid for a rental, I mentioned that my sister was going to be driving as well and they tell me "no problem." When I get to the airport to pick up car, there were several charges that I wasn't aware of or was never disclosed to me at the time of the reservation.
One more thing, when calling customer service they rush through the call and want to end it leaving you hanging with more questions unanswered. Very unprofessional.
They were charging an extra $15.00 per day for an additional driver and $25.00 per day for car insurance. If they would've told me all this at the time of the reservation I would've prepaid for all of it. I cancelled the reservation the guy behind the counter tells me that I would get a full refund. When I called an hour later to confirm the cancellation and when to expect a refund, the customer service person tells me that there's a cancellation fee of $100.00. Why didn't the clerk at the airport tell me that? Why isn't Alamo rent a car upfront to people? Is this how they train their employees? Obviously. Like Trump would say: their customer service "is a Disaster." I won't be giving them my business anymore.
This location has great customer service. I got in the Alamo line, and the girl next door in the National booth called me over. Since they are the same company, she was able to complete my rental and get me on the road faster! I really appreciated that. There wasn't a hard push to get the CDW, roadside assistance or prepaid fuel, which was great! When we returned the car, we were helped promptly and I got my emailed receipt within minutes. Thanks Alamo!
I'll be calling until they wave that ridiculous cancellation fee and I get a full refund.
Only negative, and it's a big one, is that we picked up the car at 10:30 pm on a Saturday night and that is evidently when Alamo does computer system maintenance. So everything was done by hand, pen and paper. Paperwork at the rental counter and then again at the both exiting the rental lot. Ridiculous!!
Someone needs to push computer maintenance by at least an hour or two.
Got the SUV we wanted. Pleasant staff. Great vehicle. Should have been an easy in and out.
Took over an hour to get out of there as there were 4 vehicles in front of me. Employees said it happens every Saturday night.
Alamo Rent A Car is a US Car Rental based in Albuquerque, New Mexico. Alamo Rent A Car is located at 3400 University Blvd SE, Bldg K, Albuquerque, NM 87106, USA.
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