Alamo Rent A Car — Local services in Burbank

Everything was perfect, except when leaving. I had ordered an upgrade and returned the other vehicle within 15 min of getting it because the back seat wouldn't accommodate my twins, the service was perfect, the desk and even the lady that grabbed us the suburban did a great job, but the associate named ron gave me a hard time leaving because my paperwork still had the old vehicle information but the desk wrote upgrade and gave me a new tag..

Ron was very rude, and started the first initial contact with, you are suppose to get the vehicle assigned and asking me if I really upgraded.. I stated that I just returned it for an upgrade....he then started a csi:los angeles case with me and asked me 30 question as if I was trying to leave with a car that isn't mine or trying to pull one on him...I finally got very annoyed and told him to call the desk...he called everything was correct, but he ignored me when I said is everything ok...ron just handed me my paper and said your done, go....

It's not the fact that he questioned me but the manner and face gestures as of to try to convict me of being a stolen upgrader or car thief..and then ignoring me like I don't matter..

Well I guess he judged me based on thier paperwork error, but he had me right an average thief upgrader without being charged..and asking me 30 questions as if I was a common criminal...but hey I'm just the following:

Business owner 90 % disabled from military service Purple Heart recipient Navy accommodation recipient Congressional letter of recognition 3 combat tours to Iraq Father and husband Bachelor degree in science Licensed sonographer Home owner

Thank you ron for making me feel like a criminal for upgrading for more money, and getting drilled because you guys didn't do the paperwork right....I don't need an apology, a discount, or even a response..I just want my 20 min back that was robbed with mindless interrogation, next time I will bring my business to another...

Burbank is a horrible airport for renting cars. The rental facility is nice and within a (long) walking distance from the terminal. The problems are as follows: (1) When we arrived, there was one person working the Alamo desk and the line had at least 12 people waiting. You know how antiquated the process for renting a car is, so you can imagine how long it takes to get through the line. (2). Once you get past the desk, you get sent outside to wait for someone to bring you a car. There's only one person out there doing this job, there are very few cars and the ones that can be accessed are blocked by the ridiculously long line of cars to get out of the rental car parking structure (more on that in a minute). Eventually a nice woman came out to help people get cars. That helped a little. (3). To get out of the parking structure, all cars from all vendors on the garage floor have to be verified at a gate. The person at the gate frequently doesn't have the information necessary to verify what cars were assigned to what customers, so she spent a lot of time radioing questions to someone before being able to clear anyone out of the garage. This led to a long back up of cars through the garage that made it difficult for any recently arrived customers to get out of their parking spots and into the line. (4). Burbank is an outdated airport with completely overwhelmed infrastructure. When you return the car, you have to go through all the people unloading and loading in too small of a space. Plan for 25 minutes to get to the rental return once you get to the airport, then 15 minutes to walk back to the terminal.

Once we got our car, it was new, clean and did great.

The moral of the story is, don't rent a car at...

On April 11, 2025, I picked up my rental from Burbank. Shortly after, it became clear that someone had smoked in the car due to a noticeable cigarette odor. Despite this issue, I kept the vehicle and reported the odor upon returning it on April 14. The staff member handling the return—whose name I believe was Joseph—apologized sincerely and discounted our bill, which was greatly appreciated.

For our journey back home, I needed to check out another car but initially faced a few challenges at the counter. Thankfully, the return garage manager stepped in and referred me to Adam at the counter. Adam's professionalism, efficiency, and willingness to help were exceptional. Without his assistance, my family of six might have been stranded in California.

Outstanding customer service is defined by employees who are helpful, friendly, and willing to go above and beyond to accommodate customers, and Adam truly exemplifies these qualities. He even called me before the rental period ended to check in and ensure everything was going smoothly.

During that call, I explained that we had missed our flights and would be driving from California back home to Oregon. Adam reviewed my rental contract thoroughly, ensuring my rates remained consistent and that I wouldn’t incur an excessive fee for returning the car to another state.

I want to extend my heartfelt thanks to the staff at Burbank, especially Joseph, the return lot manager and Adam, for their exceptional support and dedication to great customer service. Their efforts ensured my family and I got...