Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The vehicle was rented by my son-in-law and daughter while they were visiting me in Toronto. They originally rented it for 9 days, but during that time my son-in-law's father died in Halifax and they had to return due to the death. They returned the vehicle on June 9th (5 days early). They rental company insisted they still charge them for the 9 days, instead of the 4 days. There is nowhere in their contract which says they are allowed to do that; especially under the circumstances. They refused to listen and they refused to give us information on who to contact to try and resolve the issue. After several attempts I found the information myself and have been dealing with a person who claims to be under the owner. His name is **** and his phone number is ************. I have been dealing with him since the 9th. Originally he said he would assist, but has since stopped responding. All we want is to be reimbursed for the days that we did not have the rental, as I know they rented to vehicle out to someone else during that time, so why should they get paid twice for the same vehicle.

• Initial Complaint

  Date:28/03/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ace Car Rental (iversta) contract number *****.
  
  Firstly, I picked up a rental car in terrible shape so decided to take pictures. After returning the vehicle, they tried to charge me with damage and only dropped the ‘charges’ after I showed them the pictures of the damage already on the vehicle when I picked it up. They somehow still tried to blame me!
  
  Now, they say they won’t release my security deposit until the end of April. A full 36 days after the car has been returned!
  
  I would like the $700 deposit released.

  Business Response

  Date: 24/04/2023

  Dear ****** * ***** ,
  
  Pls find the reply below with regards to your question about
  refunding hold.
  At the first place would like to highlight
  that our company do not store or charge “deposits”. We request clients
  bank to temporary “hold” money on the client credit card. It
  means that your bank frizzing your money on your account for certain period of
  time based on their -Bank- policies. And based on the same clients bank
  policies, when that amount of time has passed, your money are getting released
  by your bank to you. “Hold “is a temporary transaction and not a “charge”.
  Anything what is not charged cannot be refunded. If money is not taken,
  obviously, they cannot be refunded. We processing more than hundred
  transactions/holds per day based on the bank policies operating in North
  American and 99% of our clients getting their hold back as advised to you within
  2-3 weeks.
  If your credit card issuing bank is non-North
  American Origin it may have diriment bank policy allowing bank to keep hold
  longer for international transactions.
  All the detailed information your can get
  directly from the bank.
  Hope message above is self-explanatory and replies
  on all your questions.
  Best Regards
  Management 

  Customer Answer

  Date: 24/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My credit card ABSOLUTELY WAS charged. It was NOT a hold. I have bank documents to back up that fact. Also, without the detailed video and pictures I submitted, they were planning on charging me for damage which was on the vehicle prior to me renting it. It’s obvious they were trying to pass on the damages.

  *** ** ********** ** *** ** *** **** ****** *** ****** *** ******* *** **** *** **** **** ***** ** ** ** ***

  I want an acknowledgment of wrongdoing in charging my credit card AFTER it was proven that I was not responsible for the damage.

  
  
  ****** *******