Alamo was just the worst experience while renting a car ever. Pick up was supposed to be at 7 am. Our plane arrived in Cairns at 5:30am, not their fault of course but after waiting for over two ours it was the first time we saw someone at the counter at 7:30. There were people in front of us with the same problem. The women then told us she needs to get the car ready for the first guys. About 30min later she came back with their car keys and checked them in. At about 8:45am it was our turn. Again the women told us she needs to clean the car and get it ready for pick up. At about 9:45am our car was ready and we could finally leave. The car was completely fine and we were very happy with it. Unfortunately there was a drunk driver hitting our parked car outside of our hostel at night. Of course, this is once again not Alamo's fault. But the handling of the situation is the worst I have ever experienced. There was no hotline available at night to ask what to do in this situation. In the morning after we tried for about 30min to reach someone, we were told we need to bring back the car because they could not help us, as we were only insured with a third party. We did what they asked us to do. At the counter of the airport nobody knew a thing. It took us another 2 hours to complete the process of claiming the damaged car. The first and only sign of empathy was an exemption from the obligation to refuel on the part of the management. Later we were still charged of that fuel and we had to call them again to get the charge cancelled, what they did. After a couple of days I did not hear anything from them. The only thing that happened was an unauthorised hold of 2000 AUD on my credit card, next to the authorised 5200 AUD hold because of the damage liability. I called them again and nobody knew what this new hold on my card was about. It took them a few days and they cancelled the 2000 AUD but fully charged the 5200 AUD on my credit card, without sending me the damage report. The date of the accident was the 19th of November. Until today I have not received a damage report which I need to get back my money from my insurance. Alamo have showed no empathy or understanding of the situation. Expect of a couple of standardised mails and some phone calls the customer service was a disgrace and 100% disappointing. I still hope they will send me the report, otherwise I payed 5200 AUD for a 4 day rental and an accident in which I did not even sit in the car. Thanks a lot
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Alamo Rent a Car is a car rental agency in the United States.
