Complaints

This profile includes complaints for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Aligo Rent a Car

  5505 Airport Way Four Points by Sheraton Kelowna, BC V1V 3C3

• 

  Aligo Rent a Car

  426 5300 No. 3 Rd Richmond, BC V6X 2X9

• 

  ACE Rent-a-Car

  549 South St New Britain, CT 06051

• 

  ACE Rent A Car

  12410 S Conduit Ave Jamaica, NY 11420

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:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Rented car from Ace Rent-A-Car at the **************************************** on 4/5/25. Engine light came on several hours after I drove away from the airport. In less than 48 hours I had to drive the car back to the airport. That car was replaced with another vehicle that I returned on 4/14/25. Ace Rent-A-Car employees gave me the thumbs up as they looked each of the cars over and verbally said the cars were OK. Upon arriving home, I received an email indicating that I owe $200 for tire damage of which I am 100% in total disagreement. I immediately called Ace Rent-A-Car numerous times , but no one answered their phone. I left my name and phone number and still have not received a call back. I filed a dispute with ******** credit card services, which is the credit card I used to rent the car. ******** reached out to Ace Rent-A-Car regarding my dispute. Ace Rent-A-Car responded with a bogus, black and white photograph of only a tire (no car) indicating damage and requesting the $200. Please advise if you need additional documents for proof of my claim.

  Business Response

  Date: 06/11/2025

  Mr. ******, 

  Thank you for sharing your experience.  Once a charge dispute is filed with the customers credit card company, the decision for refund is based on the what the credit card company decides. Once a dispute is filed there is nothing further that the rental location will do to refund any charges. Thank you 

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  My partner and I rented a car from Ace Rent a Car at ********************* Airport in May 2024 for a trip to *****************. When picking up the vehicle, the *** representative offered us the option to return the car without refueling, stating we would be charged $2.80 per gallon for any missing fuel. Based on that clear verbal quote, we agreed.Upon returning the car with approximately half a tank of gas, we were shocked to discover a $132.99 fuel charge on our final bill. This charge equates to more than $19 per gallon, more than six times what we were told. There was no mention of a flat fee or minimum charge, and we would not have agreed to this option had we been told the true cost.We attempted to dispute the charge through our credit card provider (****************), but they denied the refund request due to language in the rental agreement allowing for final audits by the merchant. However, this does not excuse the misleading pricing we were verbally given at the counter.This practice appears to be a classic bait-and-switch tactic: offering a low per-gallon price to get customer agreement, only to apply a much higher charge later with little to no explanation.I am requesting that Ace Rent a Car refund the overage, beyond what a reasonable per-gallon charge would beapproximately $20, not $132.99. I will be contacting ***'s customer service as well.

  Business Response

  Date: 06/04/2025

  Hello Mr. ******************* you for sharing your concerns regarding the fuel charge in *******. In your information you sent to the BBB it says you rented in May of 2024. I just want to make sure you are speaking of your rental of May of 2025.  If so I wanted to ask if you happened to take a photo of the dash/gas gauge showing you returned it with a half tank?  If so can you please send me a copy of that photo? Once I hear back from you I will have to request some information from the locations itself then I will respond. 

  Please let me know.  Thank you, Pat 

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I reserved a car thru a third party app and when I picked the car up I told the attendant I was opting to decline the insurance coverage since my credit card covers car rental liability coverage. The attendant said I had to have a credit check ran due to declining coverage. I was then told to sign my initials to decline insurance coverage. The total price was more than what I was expecting but was told that price included the deposit that would be returned once the car is returned. I then called corporate to get an invoice or receipt and was told one would not be available until the car is returned but when I asked to go over the charges I was told there was a charge for liability insurance which I declined to accept. Now Im being told I accepted the price that included the liability insurance which is a lie and they refuse to refund me the ****** I rent cars often and ALWAYS decline the insurance offered by the rental company. This company should be shut down for the fraudulent activity they partake in.

  Business Response

  Date: 06/02/2025

  Hello *************** you for sharing your concerns with us regarding your rental at JFK.  The policy for the rental location is that all customers must provide proof of having full coverage insurance at the rental counter which includes liability and collision coverage. The coverage that customers can purchase through the third-party website such as Priceline only covers collision coverage. It does not cover liability. So in order to rent at *** you must show proof of liability at the rental counter or be charged for it.  The ACE Terms and Conditions state the following - "Renters must have a valid drivers license, major credit card in their name, and proof of full coverage insurance. If the customer does not have proof of insurance (Declarations Page), coverage must be purchased at the counter."  I have a copy of the signed rental agreement that you were provided a copy of before leaving with the vehicle. 

  I do not know what company ********* uses for their coverage however it is also in their Terms and Conditions that it does not include liability coverage. I have checked it in the past for another customer.  

  The insurance was signed for at the time of pick up. We regret to advise you that no refunds can be processed for the liability coverage.

  Thank you, Pat 

  Customer Answer

  Date: 06/02/2025

  I was never provided with an agreement when I received the car. Thats is the problem! The attendant fraudulently does not advise or confirm that I am purchasing liability and he literally said I was signing to decline the coverage. Again the contract was not shown legibly on the screen and I was not provided with any receipts or invoice until the car was returned. Please refund 209.00

   

   

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I was never provided with an agreement when I received the car. Thats is the problem! The attendant fraudulently does not advise or confirm that I am purchasing liability and he literally said I was signing to decline the coverage. Again the contract was not shown legibly on the screen and I was not provided with any receipts or invoice until the car was returned. Please refund 209.00
  
  Regards,
  
  ****** ****

  
  

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  This company over charged me and refused to discuss the ******** after I contacted them several times by phone and email. I was also given a damaged key that stayed in the ignition 15 minutes after I received the car. They refused to return my deposit and also charged me with other fees that were not on the original contract. The way that you sign the contract you dont see the fees until its printed out. It was a total ripe off and they need to be Investigated.

  Business Response

  Date: 05/30/2025

  Hello,

  Thank you for your sharing your concerns. In looking at your reservation, at the time of pick up of the vehicle you agreed to getting another vehicle other than the vehicle that was available. You were provided a ****** RAV4. There was an extra charge of $30.96 plus tax for that. You agreed to that charge by signing the rental agreement that I have attached.  Then about 2 hours later after leaving with the vehicle you called the location to report that the key for the vehicle was broke. Another vehicle was provided to you a Jeep Compass and the agent you spoke to advised the Key replacement fee of $350.00.  You attempted to contact the rental location and the customer service department with your concerns.  There was a conversation with one of the agents during one of your phone calls where you stated that you were going to file a lawsuit. This is why there has been no further communication. 

  Thank you, 

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am not satisfied. Yes I called this location and told them I would contact customer service not a lawyer because they never returned my calls. This company has yet to explain these charges that are on the contract and have made every attempt not do so. Its just a big ring around a circus and its ridiculous. I contacted the location immediately after I found out it was an issue with the key. Its clearly on my phone log and they told me to bring it back they would fix it.  They dont check their cars they request that the customer takes a photo of the vehicle and thats it. I was told that by their staff member .The charges were never shown to me until they were printed out. Im tired of being taken advantage of. You cant just charge someones account without telling them and they never did that. I have 2 insurances you dont get to charge My card with all these ridiculous fees with no explanation. Explain all of the charges I want it in writing because it make no sense. Wheres the camera footage when the conversation was going on in the location about the key issue. Give that to the bbb thats all you need to know. This company is not transparent about their fees or anything else. I have several recordings after the incident and no one can explain anything. 

  
  Regards,
  
  ***** *********

  
  

  Business Response

  Date: 06/02/2025

  Ms. *********, If you look at the Rental Agreement on page 2 under   "Rental Agreement Terms and Conditions"   It states that in paragraph # 1 and # 4 that customer will be charged for damage to keys and the customer is responsible for any damage.   The key was broken in the ignition.  There will be no refund for the lost key fee.  I have again attached a copy of the original signed rental agreement. 
  

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This company has not explained the charges on my account they are avoiding the previous questions. 

  Regards,
  
  ***** *********

  
  

  Business Response

  Date: 06/04/2025

  Ms. *********,

  I have again attached a copy of your final invoice.  It has all the itemized charges on it including the key replacement fee. You were charged an upgrade fee and the replacement key fee which caused the rate to go up compared to the original quoted rate. They also put a hold or pre-authorization on your card for the required security deposit.  This pre-authorization would have shown on your account as a "pending transaction" during the time you had the rental.  Once the vehicle is returned that hold is automatically released by the rental location. It will basically fall off your card.  The deposit was never actually charged to your card so it will not show as a credit once its released  it will just disappear.  

  These are the only charges that I show for you. 

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Your explanation about the charge for the key is irrelevant, had this been a car accident or vehicle damage, would you have just billed my account without warning as well? The lack of transparency is outrageous. I should have been informed of this while filling out the incident report along with my insurance information . Thats the entire point of insurance, a claim should have been filed before any charges were made.
  You have also failed to address my other questions regarding the additional charges on my account. You are intentionally dodging them, and its unacceptable. I have no doubt that many others have been overcharged with similar outrageous, ever changing fees after returning their vehicles. The original charge for Florida sales tax went from $6.12 to $28.87 then the concession recovery fee ( whatever that is) went from ***** to $49.35. You also charged me for for an airport access fee which I was never aware of. I have asked you several times what a daily extension charge of $60 was, it has nothing to do with the $30.96 upgrade fee that I agreed on paying. I was charged for both. 
  You took my money and charged me all of these extra fees.  You also took money for a key . My account was charged 3 different times. You do not have the right to charge my account without proper notification and explanation. This is about integrity, and I will not tolerate it.  This companys practices warrant a federal investigation. You operate unfairly and the customer reviews only reinforce that. The only concern here seems to be squeezing as much money as possible from customers without accountability or transparency.  You need to be investigated and then maybe you can answer their questions since you have refused to answer mine. 
  
  Regards,
  
  ***** *********
  

  Business Response

  Date: 06/09/2025

  Ms. *********,

  As I have mentioned the charges for the key is discussed in the Terms and Conditions on your contract that you signed for missing and damaged key in Paragraph #1 and #4. It states if anything happens to the equipment you will be responsible when the vehicle is in your possession. 

  For the charges such as the Airport Access fee, Concession recovery fee and Sales Tax those items fees were included in the price that you were quoted for the rental, however when there are additional charges added at the rental counter for other items you must pay taxes and fees on the additional items as well. The amounts of the airport access fee, concession recovery fee and sales tax were adjusted due to the charge for the upgrade charge and the broken key charge. This is why the amounts are different than what they were were when you were quoted the price for your reservation. 

  I hope this helps answer your questions. 

  Thank you 

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The upgrade was provided with the first vehicle, so there is no reasonable justification for the the increase in fees listed on the second contract. Despite weeks of discussion, no clear explanation has been given for these fees, and I am not satisfied and wont be until its refunded. Your repeated reference to the key does not address the core issue of these charges because you simply cant. As *** stated before, your practices warrant federal investigation and appropriate penalties for misleading and overcharging customers. 
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Subject: ***************** Charge at Pick-Up Not Disclosed in Reservation Complaint:I reserved a rental car through Priceline on March 21, 2025, with Ace Rent A Car listed as the provider. Upon arrival at *** Airport on May 10, 2025, I discovered that the rental was actually fulfilled by Drivo Rent A Car, a detail not disclosed during the booking ********** the rental counter, I was informed that I could not receive the vehicle unless I purchased their basic insurance coverage, despite having valid insurance through Geico and my ************************ credit card. I was not asked to provide proof of my existing coverage. Additionally, I was rushed through signing multiple documents without adequate time to review them, feeling pressured into paying $279.93 for insurance I neither wanted nor needed.After the rental, I contacted both Ace and Drivo on May 22, 2025, requesting a refund. Drivo claimed their staff asked me for proof of insurance, which did not occur, and mentioned having video footage of the interaction but refused to share it, citing customer privacy. Ace declined to assist and redirected me back to Drivo without addressing my concerns.Desired Resolution:I am seeking a full refund of the $279.93 charged for the forced insurance coverage. I also request that both companies review and amend their practices to ensure transparency and prevent similar situations for future customers.I can provide my Priceline reservation confirmation and the full email correspondence with ***** and *** upon request.

  Business Response

  Date: 05/28/2025

  Thank you for sharing your concerns.  The Terms and Conditions that are listed on the *** website as well as all third party websites such as Priceline, *******, etc. state that all customers are required to show proof of having their own liability and collision coverage. It states the following copied from the Terms and Conditions - "Renter Qualifications
  Renters must have a valid drivers license, major credit card in their name, and proof of full coverage insurance. If the customer does not have proof of insurance (Declarations Page), coverage must be purchased at the counter."  A copy of the signed rental agreement was provided at the time of pick up showing the charges that were agreed to with your initials and signature on the document. (I have attached a copy) as well as a copy of the final invoice of what was billed to your card after the rental was returned.  This does not include the pre-paid amount.  This was reviewed again by the rental location who stated that everything was done according to the policy and Terms and Conditions. Unfortunately, there will be no refund.

  Thank you, 

   

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Ace Rent A Car:

  Thank you for the response.
  
  However, I strongly dispute the claim that I was informed or made aware that I needed to provide a declaration page to avoid purchasing additional insurance.
  
  When I made my reservation through Priceline, it listed Ace Rent A Car as the provider and showed no requirement to bring a declaration page or proof of coverage in that format. While the fine print on **** own website may state that a declaration page is required, I booked through a third-party site that made no such disclosure.
  
  At the rental counteroperated by Drivo Rent A Car, not Ace, which was not disclosed in the reservationI was not asked for a declaration page. I was not told that I could use my own insurance if I could provide it. Instead, I was simply told that I must purchase the basic coverage or I would not receive the car. The interaction was coercive and left no room for discussion. I also was asked to sign several documents without being shown what I was signingonly being told that signing was necessary to get the vehicle.
  
  
  This entire experience felt like a bait-and-switch, with my reservation made through Ace but fulfilled by a third party that enforced policies differently and refused to acknowledge my valid insurance coverage. The fact that the rental was billed by Drivo further complicates the matter and calls into question the accountability of Ace for what happened.
  
  For these reasons, I maintain that I was coerced into paying $279.93 for insurance I did not need and should not have been required to purchase. I am continuing to pursue a chargeback through my credit card company and have submitted complaints to the ************************, state consumer protection authorities, and other relevant agencies.
  
  I respectfully request that *** reconsider its position and issue a refund for the insurance charge.
  

  Regards,
  
  **** **

  
  

  Business Response

  Date: 05/30/2025

  Hello, The information regarding the insurance is on the Priceline website. On the Priceline website once you click on the available vehicle you are interested in a page will come up with the reservation details at the top then you can add your personal information to book the rental.  Below that under a box that says "Important Information" it shows "Rental Car Policy and Rules".  Once you click on that it states under "Rental Requirements" first sentence - "Rental Requirements
  Renters must have a valid drivers license, major credit card in their name, and proof of full coverage insurance. If the customer does not have proof of insurance (Declarations Page), coverage must be purchased at the counter."

  This information can be seen prior to making a reservation. The information is also provided on the *** website as well. The coverage was agreed upon when signing and receiving a copy of your rental agreement. 

  Thank you.

   

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  To Ace Rent A Car:

  Thank you for your response. However, your reply does not address the core issue of my complaint.

  I arrived at the rental counter with valid proof of insuranceboth my Geico declarations page and coverage through my ************************ credit card. At no point did your staff ask me to present this documentation. Instead, I was told that I would not be given the car unless I purchased your insurance coverage. I was not given a choice to opt out or an opportunity to present the coverage I had brought with me.

  Your response also does not acknowledge my concern about the high-pressure tactics used at the counter. I was asked to sign multiple documents very quickly without sufficient time to review them, which made the experience feel coercive.

  If the policy truly requires renters without proof of insurance to purchase coverage, then your staff should have asked me for that proof. I had it ready and would have gladly presented it if given the opportunity.

  This is why I continue to believe the charge for insurance was improperly imposed and should be refunded.

  Thank you for your attention.

  Regards,
  
  **** **

  
  

  Business Response

  Date: 06/03/2025

  Mr. **, 

  I am requesting more information from the rental location. Once I have that I will get back with you. 

  Thank you, ***

  Business Response

  Date: 06/05/2025

  Mr. **, 

  I did request review of your complaint again with the rental location. They have refunded the collision coverage from your invoice. A credit of $279.93 was credited back to your credit card late yesterday June 4.  Please allow 3-5 business days for this to reflect on your credit card.   I have attached a copy of the credit receipt. 

  Thank you for your patience. Pat 

  Customer Answer

  Date: 06/07/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  **** **

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On Friday March 14th I went to pick up my rental car. I had reserved a full size suv and they stated they had none and wanted to give me a minivan. At the same time I heard the person next to me get upsold from a car to a full size suv. I said I would not take a minivan because it was not four wheel drive for the snow, they then wanted to give me a car which would not fit my luggage. The vehicle they finally gave me was a smaller SUV that had hail damage, stone chips on the hood , and stone chips in the windshield. The attendant said they had all the damage documented and I left because I needed a vehicle and that is all they would give me. On the second day one of the window stone chips turned into a crack. When I returned it I told them about the crack and the attendant stated dont worry about it because we have all the damage noted. Two weeks later I get a bill for lost service and the damaged windshield along with them holding my deposit. I have tried to work with ACE but they do not return my calls or provide reports all the way back to the hail damage on the car damages. I have sent various emails and ************************************************************ the case would be turned over to the BBB. They sent my report but nothing else.

  Business Response

  Date: 05/23/2025

  Thank you for sharing your concerns regarding the $200.00 hold on your credit card.  In the photos attached if you look at several of the ones at the time of pick up especially photo #** there is no crack on the windshield.  Then looking at image #** it clearly shows a crack in the windshield at the time of return.  The $200 amount that the customer was charged for is his security deposit until the damage claim has been settled then the damage claim will be refunded back to the customer.  If you have further questions, please do not hesitate to ask. 

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  i am not disputing that there was a crack when returning.  What ACE is not acknowledging are the stone chips in the window that turned into a crack.  I have offered expert testimony stating why you repair stone chips so they dont turn into cracks.  Since the stone chips were there when I picked up the vehicle it turning into a crack because of Aces neglect to get repaired before renting out should not be charged to myself.  For these reasons Ace is responsible for the stone chip turning into a crack or they need to provide data showing the chips were not there.  I would like my deposit back because the chip that turned to a crack is Aces fault for not repairing before renting out.  The car should not have left with the chips.
  
  Regards,
  
  **** ******

  
  

  Business Response

  Date: 05/28/2025

  Dear BBB and Mr. ************* We do not control when the deposit is released.  The claims company that the Denver location works through does.  The claims company is called *** which stands for ****************************** They can be reached at ************ or by email at ******************** As mentioned in a reply earlier once the claim is paid and closed they will provide the information to the ****** location and ****** will release your deposit at that time.  Since the corporate office does not deal with the details of damage claims for the ****** location we do not have any documents that you are requesting. The documents are sent to *** from the rental location when the claim is open.  They can provide the photos or documents that you are requesting.  We only had the photos that were sent you to earlier because they were sent to us by the rental location when answering one of your complaints or one from Priceline.  Unfortunately, there is nothing further that we can assist with on this damage claim. Thank you. 

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

   

  I did not rent my car through the 3rd party claims and the information requested is not house led by the 3rd party.  The 3rd party has given me three separate **** and does not return calls or provide the information needed.
  
  Regards,
  
  **** ******

  
  

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 rent a car kept 200 of my deposit because they said that there were ashes on the floor of the car. I know that there wasn't because I didn't smoke in the vehicle. The pictures sent as evidence were not proof of that they should keep my money.

  Business Response

  Date: 05/20/2025

  Thank you for your complaint regarding your rental in **********  We will check on this and once we have more information we will reply back. 

  Thank you 

  Business Response

  Date: 05/20/2025

  Hello, 

  Any customer charged with a smoking fee must have the vehicle inspected by a manager to confirm there is an odor and/or evidence strong enough to justify the smoking fee.  According to our records this vehicle was indeed inspected by a manager and signed off by 2 employee's including the manager as a witness (please see attachment). 

  Also The vehicle must have the status changed in our internal system to denote how long it took to make the vehicle usable again (please see status change attachment).  This unit had to be treated for smoke on 5/16/25 and on 5/17/25 meaning 2 days of revenue was lost due to this renter returning the car smelling heavily of smoke, and was not able to be rented out again until 5/18/25.  

  Lastly I have attached the customer's signed contract where it specifically mentions a fee for smoking of $350, which we have already cut by 43% just for customer service purposes, but we can't lower the fee any more than we have.

  It is for the above mentioned reasons that we believe the customer is responsible for the smoking charges of $200 and they are valid. 

  Business Response

  Date: 05/21/2025

  It was stated by the management of the ********* location that the unit was moved into "smoke status" so it could be treated for smoke smell and was not able to be rented out again for 2 business days. (see attachments)   The typical smoking fee that is listed on the customers contract is a charge of $350 however they did reduce the charge down to $200.  The fee will not be lowered any more than that sine there was proof that the vehicle was treated for smoke.    Thank you 

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ****
  

  Customer Answer

  Date: 05/23/2025

  I do not accept the company's response. It was of no substance, nor did it shed any light on the situation to move this process along. I don't know what they are needing to know other than they have kept my money and have in fact stole my money. Because I didn't smoke in the car I rented. The car I rented was washedx cleaned, and back on the lot while I was still waiting for the shuttle to to the airport ready to be rented again.  How is that happen? If my car was smoked in, isn't there some kind of extensive cleaning that has to be done to get the smell out ?  Yet, the car was not smoked in and it was in good condition when I returned it. Worthy of returning my money. 

  Business Response

  Date: 05/27/2025

  BBB I am checking with the rental location on any other possible information 

  Business Response

  Date: 05/30/2025

  Hello BBB, 

  This customer returned the vehicle with ashes in the vehicle and the vehicle had to be taken out of the available fleet to have the vehicle cleaned to remove the smoke smell from the vehicle.  Normally a cleaning fee is $350 however they only charged this customer $200.  We cannot reduce or remove completely the fee the customer was charged.  There is nothing else we can do.  Can you possibly review this and close the case ? 

  Thank you 

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I reserved a car online and was given a price of ****** with taxes and fees included for a mid size suv. I arrived and the agent tried to out me In a ***** trax (small suv) . I informed him this was not what i reserved and it would not fit my luggage. As obviously a ***** trax is a small/ compact suv. After the third attempt of telling him this would not fit my luggage, I requested a refund. He denied me refund and said he would have to send it to his boss. He then said he could look and see what other vehicles he had. I replied and asked at no additional charge? He him hawed around and made some comment about taking me to dinner and then handed me paperwork to take down to the garage attendant. Never said anything about anything additional! Since obviously i was exhausted from my flight , arguing for a vehicle i pre reserved and going up and down stairs.... i went again to look. The vehicle was filthy and damaged. Thankfully the garage attendant was helpful and advised me to take video and to **** all damages. Upon return I received a bill of ******. I contacted them and have gotten nothing but a run around! So I am requesting the difference of what I was quoted plus the toll fee that I agreed to originally.

  Business Response

  Date: 05/13/2025

  Hi ******, 

  After looking further into this matter, we can see that you contacted our **************** on May 7th in regards to this matter. Our agent got in touch with the location manager on your behalf and opened an investigation. As per the camera check results, at the pick-up time, you were offered a ***** Trax or an Outlander, both of which are considered mid-size SUVs. However, you were not satisfied with the space for your luggage in the vehicle. After you discussed with someone whether the Dodge (the vehicle which you received) was fine or not, you were informed that the upgrade fee will be $78 for the whole rental period. As per the signed rental agreement, the total, including the upgrade fee, was indicated correctly as well.  At this time, all charges are valid and ACE Rent a Car will not be issuing a refund. 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Business refuses to acknowledge their fraudulent practice of swapping a vehicle for a non agreed price difference.  They still refuse to offer any adjustment even though the price i was charged was not what was agreed to. They offered an original product of which IS NOT a mid size suv and when I told them, they fraudulently swapped me to another vehicle with additional charges. Even though I had previously asked for a full refund of which I was unrighteously denied.  
  
  Regards,
  
  ****** ******
  

  Business Response

  Date: 05/16/2025

  This rental has been reviewed by management at the rental location. The additional amount was acknowledged and signed for.  There will be no compensation as the ***** Trax is considered a mid-size SUV. 

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Please see attached from KBB and insurance recomendation for validation of ***** trax being a small suv. Again, ace accepts zero liability in deceptive practices and /or ultimately giving me a filthy car! Again, I request a credit ( original $91.23)
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:05/07/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  5/3/2025 ACE Rent A Car forced me to purchase their own insurance for $160. They also forced me pay for prepaid fuel, and an unexplained $30 daily adjustment. I was not allowed to see what I was being charged for until after I paid it.Then after I got the receipt, they refused to allow me to show that I already had insurance when I was shocked to see this extra charge on there.After significant complaining and hassle throughout my vacation, they claim they finally refunded me about $100. This has yet to materialize.This is a common scam that they have been running according to their ****** reviews. I am concerned that they will also try and steal my $200 deposit which they have also done to numerous customers.This business should be investigated at the very least.I've included both the original rental agreement and the one they sent when they claim to have "refunded" me.

  Business Response

  Date: 05/08/2025

  Hello ****, 

  After looking further into this matter, we can see that you contacted Corporate on April 3rd regarding this matter. We have contacted the location manager directly regarding what was provided at the front desk and what was said. The sale was clean and the charges remained valid. There was no communication that you would be refunded back "$100". Also while looking over the footage, it was shown that you used vulgar language to the front desk agent and called them at the front desk. AT this time, we will not be issuing any refunds and this case has been closed.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have attached the signed agreement where they agreed to charge me $100 less than the amount of the original contract. I have yet to receive that refund. And it would still be short $80. 

  Whether or not vulgar language was used is immaterial to the fact that I am owed at least $160.

  Regards,
  
  **** *****

  
  

  Business Response

  Date: 05/08/2025

  Hello ****, 

  Since your contract is currently still open (Contract closes on May 11) we cannot offer any refunds or remove any charges at *** Corporate. To dispute any charges and remove it immediately, you will need to contact the location directly at ************ for further assistance. 

  Business Response

  Date: 05/08/2025

  Dear BBB, 

  We formally request of you to close this case, the contract is currently open (meaning the customer still has the vehicle) and we cannot make any modifications to opened contracts. 

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I rented a Car from ACE car rental on 08/17/2024 and corresponding rental agreement is LAX-****** as per the attached doc. while I was driving the car in a fog condition in the night time I had a flat tire and it seems some object on the freeway hits one of tires and I had to use replace flat tire with spare tire. I got an estimate of $370 to replace tire from rental car company as per attached doc. To my dismay this price has gone up to $950 all of sudden since they realize that I am going through my insurance and my insurance doesnt cover Tire expenses. It is outrages to charge a $950 to replace a tire for a small size ****** car and this company is trying to rip customers and n$370 to sure why price went from $370 to $950 other than the fact I am going through my insurance. I kindly request ACE Car rental charge $370 as per the attached invoice

  Business Response

  Date: 05/08/2025

  Hello Chaminda, 

  Thank you for time sharing your rental experience at our LAX location and the charges made to your reservation. We have attached your final invoice that breaks down all the charges made to your rental. As you can see, you final total came to be ******, that included the 250 USD damage charge. Since a damage claim has been open, you must contact our claims partner "Rockport Claim" by phone at ************* to dispute any charges. Unfortunately, we cannot issue an refunds at this time due to the damage claim being opened.