Review Time
I am writing this review to share my experience with ALAMO / Enterprise in Scotland, which I found extremely distressing and unfair.I was accused at the rental desk of having caused damage to the vehicle, which I strongly dispute. As a result, £2,000 were immediately taken from my card. I was alone, late in the evening, in a foreign country, and I felt under intense pressure.I was then required to sign documents and accept an automatic vehicle upgrade that I had not requested. I felt I had no real choice if I wanted to leave.Weeks later, the company acknowledged that the damage was not my responsibility and partially refunded the amount, confirming that an error had been made. However, the cost related to the automatic transmission upgrade has never been returned, despite multiple written complaints.What disappointed me most was not only the financial issue, but the way I was treated. I felt intimidated, unheard, and completely unprotected as a consumer.I also contacted a consumer dispute resolution body, but was told that because I had signed under pressure, no action could be taken. This left me with the clear impression that, in this situation, consumer protection was effectively absent.In Italy, where I come from, consumer rights are taken very seriously and situations like this are investigated with much more balance. This experience has seriously damaged my trust in ALAMO and in the level of protection offered to customers in this context.I strongly advise anyone renting a car in Scotland to be extremely cautious and be aware of how vulnerable you can feel in situations like this.
Oh, what a joy renting with Enterprise 🙃Picked up a car, noticed a little mark — staff told me ‘don’t worry, that’s not damage’. Fast-forward to drop-off: guess what? Suddenly it is damage, and I get the bill.Even better: the same staff member promised me ‘I’ll fix it’. Spoiler alert… he didn’t. Multiple complaints to head office and even the BVRLA later, and still nothing.But hey, at least Enterprise taught me a valuable life lesson: always photograph everything and never believe a word they say.Cheaper than other companies? Sure… right up until they invent damage charges. If I could leave zero stars, I’d frame it and hang it on their office wall.
We had a very bad and disappointing experience with Alamo.I booked a small car for a week to travel around England. We arrived on time and wanted to pick up our car on 30 May 2025 at Stansted Airport. Unfortunately, we couldn't. One reason we chose this company that they promised that we could pay by debit card. We tried 3 different cards (issued in two different countries, Austria and Hungary), but none of them worked. We called our banks, but they said there was a problem not on their side, but at the paying terminal. Alamo also was not accepting payment by Revolut (that would be our 4th option).The staff at Alamo counter was not helpful and couldn't solved this problem, but instead they cancelled our booking. At the end we had to find another company at the airport and rent a car from them. There we could use our cards without a problem.It was a very frustrating experience as we spent 90 minutes to sort this problem out, we had to hire a car from another company and on the spot it was much more expensive. We also had to hire a much bigger car than what we planned, so this affected our whole trip, but we had limited options.All in all we will never try to hire anything from Alamo, as they have limited payment options, ineffective staff and as we had a very frustrating customer experience.
Alamo Heathrow is excellent. Always rent car there, just perfect customer service. The team is amazing, super friendly and helpful. Cars always in good condition, and exactly what has been booked, or team always frying to accommodate better options if available. Pick up and drop off straight forward and super fast. Want to express special gratitude to whole team who was on the shift 17-5-25 afternoon, especially Sav, Nindy, Ryland 🙏🏻🙏🏻 I forgot quite significant amount of cash in the car... comeback within hour and I just said "hello" and Sav already knew. They put cash in envelop and safety box for me 🥹 I really had 0 hope to have money back, thanks for whole team 🙏🏻🙏🏻🙏🏻 have no words
I had a poor experience with Alamo’s Heathrow branch. Every time I called, I was given different information—pricing, return options, and vehicle availability all changed depending on who I spoke to. I was told calling directly would offer more flexibility than booking online, but that wasn’t the case.Promises were made and then reversed: a reservation for my 82-year-old father couldn’t be held as assured, vehicle return options changed, and quoted rates were inconsistent. This kind of service is confusing and unreliable. I expected better - not surprised at their pitiful Trustpilot score...
Ajay was great and waived/refunded us for the extra day that we were charged for at pick-up - our flight had been delayed so somehow there was an extra day’s charge on it? The staff member’s explanation did not make sense but Ajay helped us with this at the return. 1 star also deducted because of an excess of £2000 - extortionate!!!
Rent a car from Expedia via Alamo car rental , Kaunas airport . We landed 1:05 and shortly we had joined rental queue. There was one person working and he tried to sell additional insurances to everyone, so we wait 90 min overall and didn’t bough extra insurance - so we been charged 25 euro for out of hour usage . Worth to mention our car we been given was different company not Alamo with 56k on clock - and no car play or Android auto . I think its extra option when you rent . So at the end Alamo is not cheap provider as it looks
I rented a vehicle from Alamo/Enterprise UK (contract #834MYY, May 2025) as a foreign visitor. The experience ended with unjustified charges, a lack of transparency, and no accountability.Upon arrival at the branch, I was told that no car was available from the category I had reserved — unless I waited indefinitely. Under pressure, I accepted a forced “upgrade” and was charged €69.96. This was not an option — it was the only way to get a vehicle.Worse still, I was never informed, either verbally or in writing, about the London Congestion Charge scheme. No one at the branch told me I had to register or pay the £15 daily charge online. Days later, I received automated emails saying two £125 penalties had been paid to Transport for London on my behalf — without any notice or chance to pay the standard fee. Alamo then charged me £70 in administrative fees on top of this.As a visitor unfamiliar with UK toll systems, I had no way of knowing that I was driving into a charge zone. No warnings, no mention in the contract. Just charges, after the fact.I have formally disputed the penalties with TfL and filed a complaint with the BVRLA. I am also preparing legal escalation and a chargeback request for the fees involved.This is not how transparent, customer-oriented companies should operate. Foreign renters beware — Alamo/Enterprise UK will charge you for things you were never told about, and then hide behind small print.Full documentation, including legal letters and supporting evidence, available upon request.
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