Booked a car in March 2024 via Alamo Uk prepaid voucher costing $1004 for a full size luxury SUV, saving off $160 for collection date - 22/12/2024 in Tampa USA, upon our arrival , Alamo tampa did not have any full size luxury SUV available and stated there is only 2 of you, please choose a vehicle from a lesser class and you will be only charged for class, I explained I did the booking via pre paid, Tampa Alamo stated we have a credit card on file and it will be credited with the difference, due to my wife disability ( that's why we booked a full size SUV not to do with how many people in our party plus if we book a certain class, it should be available to collect) and the needed to take medication, We took a vehicle which only cost $815, on the date of return , I asked again about the credit / refund, explained again what happened and I did pre-paid, Alamo started that I would get $189 refund and gave me a receipt for $815 .I returned the UK, 7 days pasted, still no refund, called Alamo UK, They can't help as the voucher/ my booking was transferred to Almao USA, I called them, The credit of $189 was on file, Alamo said they would escalated to accounts and I would receive a call / email and refund within 24hrs, nothing, 7 more days pass, I called Alamo USA again, they told me it was escalated to accounts and they are working on a way to pay you !!! I stated that they have a credit card on file, can't you refund that ?? Alamo said No, we can only issue a refund to a credit card when there is amount due ( cost of car rental ) but in my case there is no amount due, as I did pre - paid , we can't refund you as its not our policy !!!!I called Alamo UK as I prepaid through them, they didn't understand, declined talk to Alamo USA on my behalf and stared that it wasn't there concerned, I asked both Alamo UK and Alamo USA for the escalation process so I get my refund / credit and they both said you can't escalate this matter !!!7 more days past , called Alamo USA again, the agent stated once again it's with accounts and he will escalate it and I will get a call/ email and refund with in 24hrs, Still nothing, now 24 days later.So please avoid doing pre paid as if your class of vehicle is not available and you take a lesser class, you will be over paying and chasing a refund like myself, Its a shame Alamo use to be a class leading rental company and now just seems to be running a scam !Paid $1004 in full 9 months before collecting vehicle, non was available, took a vehicle which was worth $815 with Alamo knowing for well that they won't issue $189 difference as a refund due to not being their Policy.Completely unacceptable how you treat your Customers.
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