I have rented with Alamo/National for the past 10 years and have about 100 rentals under my belt. The overwhelming majority of them positive, it seems I was due for my first negative experience. I arrived at Milwaukee’s airport and went up to the Alamo/National counter. The young lady was very pleasant, and professional. She told me that my status allowed me to bypass the counter and go choose a vehicle. My family and I exited the counter area and started walking toward the cars upon which we were met with a young man. He, on the other hand, told us we couldn’t go up to a car and had to follow him back to his booth. He then instructed us to choose any vehicle on the right side of the lot (which we complied with) and told us to return to him when we found a vehicle. When I walked back to him, he was on the phone shouting at someone for sending us back to find a vehicle without the necessary paperwork. I waited until he got off the phone whereby he instructed me I was limited to 450 miles for my entire rental period because my rate was too low. Nowhere on my reservation or quote did it mention this. When I mentioned that, he said each location can amend the reservations as they see fit. He also instructed me that I had to stop and pay at every toll because they don’t allow for any other options. Again, never have I rented a vehicle with ANY company where I had to do that. My total reservation was 350 miles and I stopped and paid at every toll. I mentioned I was going to complain when I returned the vehicle and he just shrugged. I think the passive aggressive nature of their employee warrants additional training, and they need to update their website to include the fact that reservations are distance limited, and that some locations do not provide vehicles with automatic toll stickers. I will be forwarding this email to Alamo corporate as well.
All USA
I have rented with Alamo/National for the past 10 years and have about 100 rentals under my belt. The overwhelming majority of them positive, it seems I was due for my first negative experience. I arrived at Milwaukee’s airport and went up to the Alamo/National counter. The young lady was very pleasant, and professional. She told me that my status allowed me to bypass the counter and go choose a vehicle. My family and I exited the counter area and started walking toward the cars upon which we were met with a young man. He, on the other hand, told us we couldn’t go up to a car and had to follow him back to his booth. He then instructed us to choose any vehicle on the right side of the lot (which we complied with) and told us to return to him when we found a vehicle. When I walked back to him, he was on the phone shouting at someone for sending us back to find a vehicle without the necessary paperwork. I waited until he got off the phone whereby he instructed me I was limited to 450 miles for my entire rental period because my rate was too low. Nowhere on my reservation or quote did it mention this. When I mentioned that, he said each location can amend the reservations as they see fit. He also instructed me that I had to stop and pay at every toll because they don’t allow for any other options. Again, never have I rented a vehicle with ANY company where I had to do that. My total reservation was 350 miles and I stopped and paid at every toll. I mentioned I was going to complain when I returned the vehicle and he just shrugged. I think the passive aggressive nature of their employee warrants additional training, and they need to update their website to include the fact that reservations are distance limited, and that some locations do not provide vehicles with automatic toll stickers. I will be forwarding this email to Alamo corporate as well.