Terrible customer service

3.7 / 5
74% of users recommend this
  • Customer Service

  • Value For Money

BeauRivera's review of Alamo Car Hire www.alamo.co.uk


“Terrible customer service”

Written on: 18/08/2021 by BeauRivera (1 review written)

Very disappointing indeed
We are experienced travellers and often use companied such as Almo when renting vehicles abroad. We are perfectly accustomed to not receiving the vehicle listed on the web site so that is not a problem. What is a problem is being offered only an automatic transmission when we have requested a manual. We are from the UK, where very few vehicles have automatic transmissions and when we specifically ask for a manual we expect to receive one. The model, make, engine size and everything else is adaptable, the transmission absolutely not so!
On this occasion, my wife was extremely upset at the offer of an automatic transmission. She protested at the time but was offered no alternatives. It was a ‘take it or leave it’ situation. It was a Sunday and we had plans so she felt compelled to accept. It took her a full week of our 2-week holiday to get accustomed to it. In the meantime, we altered our plans as we had long haul drives planned which we were compelled to change as my wife was feeling ill-accustomed to the car – especially its lack of responsiveness (manual drivers will know what we mean by this). We also spent a great deal more on petrol that we would have – had we been provided with a manual vehicle as requested.
Upon complaining to Alamo, we were phoned by a representative who offered a 50% reduction on the basis of our account that it took a full week of our 2-week holiday to grow accustomed to the car. Although this did not account for the additional petrol costs, we accepted. Around 15 minutes later he phoned back to say that he had spoken to his manager and the offer was now a non-negotiable 15% which, frankly, is derisory.
Since then we have tried and tried (in vain) to get a response, any response, from Alamo customer services. They tend to send pleasant sounding emails initially promising their attention, before then failing to communicate with us. On one occasion we were promised a call from the management at Limoges airport to agree a resolution. That call was never received. Very poor service. A company without a customer service spirit or inclination. My advice would be to avoid them.

  • july 2021

    Date of hire (month/year)

  • Limoges, France

    Country & City of hire

  • Good

    Condition of vehicle

  • Poor

    Choice of vehicles

  • Customer Service

  • Value For Money

Alamocares's Comment

Written on: 28/09/2021

Thank you for your review. If you can provide a few more details, we would be happy to look into this further for you. Please email with your contact information, your reservation or rental agreement number and the details of your experience stated above. Kind regards. - ED

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Ahoyhoy's Comment

Written on: 29/09/2021

Thank you for your response. The last time we were contact by someone from your team, they simply referred us back to Limoges management team who repeated the same mantra that we had complained about in the first place. If you are contacting me to escalate this complaint such that it can be dealt with, I'd be happy to spend some time supporting the resolution, but if you are intending simply to put me in touch with Limoges management team , then please, let's not waste you time and mine as they will simply repeat what they said originally and we will be no further on.

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