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

  15269 104 Ave Inside Sheraton Hotel - Lobby Surrey, BC V3R 1N5

• 

  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

• 

  ACE Rent A Car

  2261 94th St East Elmhurst, NY 11369

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:10/22/2024

  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 a car from June 17, 2024 - July 4, 2024 (17 days) for a total price of $796.47 The car had major issues with the tires where it drives very slippery and very little traction plus the trunk opens without spring attached to it, like it bangs the back windshield. We were in ** at the time for multiple events and no way to drive it back to ACE for a replacement as the one closest is in ****** which is more than an hour from our location. Bottomline we ended up not using the car and rode with friends/family during our stay in **. We returned the car a day early because we had a friend who was available to convoy with us in case we get stuck somewhere. I spoke to the ***** (Supervisor at that time) and shared with him our experience. He was very apologetic about it and contacted his manager over the phone. He then told us that they will be mailing a $150 check for the inconvenience as they cannot refund using the system. I had no choice but to take it as its better than nothing.I would follow up with ***** by calling their toll-free number but it's so hard to get someone to pickup the phone. I've only spoken to him ONE TIME and he told me that he can see that the check is on the way, he even verified my shipping address. Still no check in the mail. After weeks/month of following up, at some point in September when I finally got through their line, I spoke to an agent named ***** and he told me that ***** is no longer with the company and that he cannot help because there's NOTHING on the system that shows a check was mailed to **** decided to use BBB as it was effective and helped me with an issue I experienced last year.

  Business Response

  Date: 10/23/2024

  Hi ******,
  
  Unfortunately, there is no record of our manager, *****, implying he was going to mail you a check for $150. After looking further into this reservation, it shows you did not contact Corporate or our customer care about this matter and, since it's been over 4 months, we cannot offer any compensation at that time. If you would like to further discuss this issue, you can reach us by email at ************************************* or by phone at ************, and we'd be more than happy to assist you. 

  Customer Answer

  Date: 10/23/2024

  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.]
  Of course I've contacted their Corporate number directly at ************ and these numbers ************ / ************ but it's either I'm place on hold for a long time, someone will take my number and promise to call me back or transfer me to their *** location which places me on a FULL voice mailbox. If they do not see history of my calls then the agents are not recording the notes and this is why my follow up has been dragged for 4 months now. I remained patient and still didn't hear from anyone. This is the reason I decided to open a case with BBB. I will not call your toll-free number again and experience the same waiting time and being passed on to different agents. If you have willingness to resolve, please call me directly at ************.
  Regards,
  
  ****** ****
  

  Business Response

  Date: 10/25/2024

  Hi ******, 

  We do have records if you contacted us about this case and/or emailed us at ************************************** Unfortunately, do not have any records at this time and we cannot look into this further since the reservation was months ago and the location will not look further into reservations that past 31 days. I want to assure you that when it comes to these certain scenarios, we do handle these matters accordingly and in a timely manner. If you have any other questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************. 

  Business Response

  Date: 10/25/2024

  Dear BBB, 

  I formally request you to close this case because this customer did not contact Corporate regarding this matter, and we do hold records in our system that goes all the way back to 5 years ago. We cannot create a new investigation to this issue since the booking was over 4 months ago and locations have a 31-day time frame to look into case. Thank you for your cooperation and I hope you have a good day.

• Initial Complaint

  Date:10/22/2024

  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 rental using ***********'s website. I paid $152 through booking which included insurance. After I checked the car out I noticed I was charged an additional $183. When I returned the vehicle the young lady behind the counter basically said 83 of the 150 went to ACE and the rest went to ******** This doesnt make sense, especially when *********** said I wouldn have to pay anything else. I contacted ACE and they replied that I had to have insurance (which I had) and would have needed to show proof (which I would have if asked) ACE also sent me an invoice with today's on it. That invoice was the first time I got one and the numbers dont match he rental agreement. Basic things like Florida Tax or recovery should have matched up but they didnt. I am looking to get my $183 back or my $152 back from ***********. Attached are the screen captures from ***********, what ACE sent me on Sunday and the two pdf documents are what ACE sent after I sent the complaint in.

  Business Response

  Date: 10/24/2024

  Hi ******, 
  The price you paid online is for the vehicle itself. It does not include the refundable security deposit and additional add-ons like insurance (if needed), toll pass, pre-paid fuel, etc. After looking further into your reservation, we have refunded back the Collision Damage Waiver (CDW) that was charged to your account, but liability insurance is a requirement to have to rent through ***. In our terms and conditions, it does state that customers must have full coverage insurance (collision and liability) to rent our vehicles. I have attached the refund receipt as confirmation, and it should be back in your account in 7-14 business days. If you have any questions or concerns, you can reach us by email at ************************************* or by phone at ************, and we'd be more than happy to further assist you. 

  Customer Answer

  Date: 10/24/2024

  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.]
  While returning $103 of the $183 is a nice gesture, it doesn't solve the fact that I was charge for something I had already paid for or if a conversation about needing additional insurance (not ******************** was done the day I rented the car, we wouldn't be here. I have car insurance through ****, I would have told the clerk I could use that. I also have a Chase ******** credit card (the same account they charged $183), this is one of the few credit cards that does provide full insurance on rental cars. I bought insurance through ***********, I have **** as my insurance carrier and a Chase ******** card, three reasons why I didn't request a premium insurance and was never told the prepaid insurance wasn't enough. I was charged $183.35 and I honestly would like my full refund. I paid $152 to *********** for the car and insurance and to be told that insurance for a basic car cost more than the rental is crazy. $335 for 4 days on a basic car, this doesn't make sense.
  Regards,
  
  ****** *******
  

  Business Response

  Date: 10/25/2024

  Hi ******, 

  It does state in our terms and conditions that you may use your own personal coverage, but you must provide supporting documents at the time of pick up. Agents at the front desk fully expect their customers to read our terms and conditions so the process can go smoothly. Unfortunately, credit cards can only cover collision coverage and not full coverage (collision and liability). At this time, we cannot offer any refund at this time.

  Customer Answer

  Date: 10/25/2024

  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 am standing my ground on the matter because the conversation on insurance was plan and simple. The ACE clerk asked me if I wanted to purchase ******************** This suggest that it is an option. There was no conversation after that would even remotely suggest that if I dont get ******************* that I would be charged and additional $183. Again, I would have easily supplied my insurance company (****) had I know I was going to be charge so much money. 

  It is not right what you did. The clerk made it clear on specific things. Return the car with a full tank, there will be a $200 hold on my card, no tolls due to the weather and call the police and get a report if there was an accident. There was never a word that I was being charged any additional fees.

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

  
  

• Initial Complaint

  Date:10/15/2024

  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.

  Our group arrived at *** on time at noon. We made our way to **************** and called the office at 12:25pm. A white van with no logo picked us and we arrived at the office before our scheduled pick up time. The Indian guy wearing glasses and a black vest took us to the computer and told us our reservation was cancelled by ACE. I showed the guy the confirmation email, the deposit that we already paid and told him there was no prior communication of cancellation. He proceeded to show us options from other rental companies on *******. I told him this was ridiculous and kept asking for an explanation. He kept saying ACE cancelled and there was nothing they could do. We were onsite for at least an hour dealing with this mess. There was a gentleman that came after us and had the same thing happen. We talked and he said he booked through Priceline. I dont know what the outcome of his situation was since I left by then. Something is going on at that location that warrants an investigation. As a customer, I did everything as directed but they didnt honour the contract. After leaving a negative review, Only then did a representative reach out. After investigating on their end, they said they had no records and considered us as no shows.

  Business Response

  Date: 10/17/2024

  Hi ******, 
  Unfortunately, after looking further into this matter, it looks like our Toronto location system went down and when it was rebooted back up multiple reservations were canceled accidentally. I want to assure you that our main priority is to provide you with the best quality service. I can see that you contacted *** ************************** and one of our agents provided you with a one-time 10% future discount when you book with us directly. To claim this, you can either email here before booking or call ************ and mention ticket #*****. We will make the booking for you and apply the discount. If you would like to discuss this matter further, please feel free to reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

• Initial Complaint

  Date:10/08/2024

  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.

  date of the transaction 8/4/2024. This car rental agency made us to pay twice for a rental car. We had already paid on 7/26/24 by using our airline mileage and $83.78 by ***** I have uploaded the confirmation document for your reference. Due to airline delay, we had to call them to let them know that we will be late. They agreed and told us to come in the morning to pick up the car. However when we went in the morning, they said they don't have a car for us. They forced us to get another contract to get a car. We were desperate for rental car, hence paid money and got another car from them. They had the car for us before they close at night, but by morning the car was not there? We disputed with our credit card company, today they told us that they are unable to help us in this regard. This dispute went on for about 6-7 weeks. Hence we are reaching out to BBB. If you need more information, we will be happy to provide.

  Business Response

  Date: 10/09/2024

  Hi Lalit, 

  After looking further into your reservation, it looks like we did not create a new reservation for you, but you did upgrade the vehicle. We do not see any recollection of you contacting us at *** Corporate regarding this matter. Unfortunately, we cannot offer any compensation since it's been 2 months since you picked up. If you would like to further discuss your rental experience, you can reach us by email at ************************************* or by phone at ************. 

  Customer Answer

  Date: 10/09/2024

  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 did not request for an upgrade. I had booked for 4 door sedan and it was more than enough for us. I have the call log made to them previous nights. I have attached them for your reference. Their number *************. You can see I have talked to them for a longer period of time since I had to explain about my flight delay and how to pick the car in the morning , their time of opening etc. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******

  
  

  Business Response

  Date: 10/14/2024

  Hi Lalit, 
  After looking further into your reservation and getting in touch with the location, they informed us that they have refunded you the upgrade charge made to your reservation of $180.31. I have attached the refund receipt as confirmation, and you should expect to see it back on your card in 7-14 business days. The location truly apologizes for this error, and the manager will speak with the agent who took care of you during your rental process. Thank you for your patience and understanding through all this and we hope you can consider ACE Rent a Car again in the future. 

  Customer Answer

  Date: 10/24/2024

  After we submitted required documents we were waiting for your response. After reading your message today, we checked our credit card statement and Ace Car rental has refunded partial amount (75%) . This is acceptable to us. Please close this complaint with conclusion as "satisfied".

  Thanks for you assistance in this regard.

  ***** ******

• Initial Complaint

  Date:10/08/2024

  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.

  Date of Transaction: October 1, 2024 Amount Paid: $419 (Quoted $120)I am filing a complaint regarding my rental experience with ACE Rent a Car in *******, **. I was initially quoted a total of $120 (via my booking on Priceline) for two vehicles but was unexpectedly charged $419 upon returning them. This included unapproved charges for fuel, tolls, and an additional drivernone of which were clearly communicated or agreed to.I spoke with the agent, *****, who was insistent that the charges were correct and unapologetic. When I reached out to *** customer service via email, I spoke with ******, who also stood by the charges with no offer to rectify the ************ seems this is a common practice at this ACE location, as Ive seen several complaints on BBB that mirror my experience. I am seeking a refund for the unauthorized charges and request more transparency in their billing practices.

  Business Response

  Date: 10/09/2024

  Hi Char, 
  The price you see online is for the vehicle itself, it does not include the additional add-ons like insurance, toll-pass, pre-paid fuel, etc. After looking further into your reservation, I can see that your wife was the one who was using her form of payment, meaning that her name will need to be the main driver on the rental, and you will have to be put at as an additional driver. When it comes to the fuel charge, we do expect our customers to return the vehicle with the same amount of tank they left the office with, it shows you were given a full tank, and you returned the vehicle with only a half. On the rental agreement, it does state there will be a fuel charge of 9.99/per gallon. If you would like to further discuss the charges made or our policies, you can reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Customer Answer

  Date: 10/09/2024

  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,
  
  **** *****
  

• Initial Complaint

  Date:10/03/2024

  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.

  I rented a car from "ACE Rent A Car - LAX" from March 12th - 15th, 2024 (ACE Rental Contract ******). *** claimed that my car was damaged during the rental, a small ding on the passenger door. *** charged me $385.55 for the damages, which I promptly paid. Then, on April 16th, 2024, I received an email from ************* Claims stating that I owed an additional $2587.72 for repairs (Rockport File# *****). I never received any correspondence from ***, nor did they receive my consent for anything after I paid the repair charge they assessed me on-site in March. Now, ******** has passed my account to collections instead of charging the company who hired them (ACE). This is tantamount to harassment and an abuse of power.

  Business Response

  Date: 10/04/2024

  Hi Jacob, 

  We do hold your security deposit if there was a damage claim open and then our claims partners (Rockport) then look into this matter and makes the final decision and charge. Unfortunately, since a claim has been opened; ACE cannot intervene or make any adjustments. You will need to contact Rockport by email at [email protected] or by phone at 361-450-1926 to make any disputes or charges. 

• Initial Complaint

  Date:10/02/2024

  Type:Billing 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.

  During my recent car rental experience with Ace Rent a Car, I discovered an alarming practice of excessive charging for SunPass tolls. Upon attempting to add the vehicle to my sunpass account as a ********************** car, I was surprised to find out that because the rental company has the license of the vehicle attached to their own sunpass account no customer would be allowed to add the license even if its only temporarily under rental car with sunpass. Following the call with ******* I contacted Ace Rent a Car and asked them to remove their license from their account so I could add and pay for my tolls. The rental company confirmed what ******* customer service had told me and refused to remove their license from their accounts and reported a charge of $15.99 daily fee for ******* tolls,That will be charged me at the end of my rental. I didnt rent their transponder for $12/per day because I wouldnt need any tolls besides getting the car pickup/returned to their agency at the airport. What would normally cost any ******* customer only $1.32 to pickup and return the vehicle in toll fees they will charge me $31.98 instead, which is significantly higher than the actual toll costs. Profiting on tolls, a governmental product, Is absurd but should also be illegal. Its a ripoff to both authority and customers.Issue:The ********************** company:1.? ?Charged $15.99 per day for SunPass tolls, regardless of actual usage.2.? ?Blocked ******* customers from adding their license plate to their account or paying online for incurred charges.3.? ?Profited excessively (at least 2000%) from these fees.Specific Details:? ?Rental period: ***** to ***** ? ?Total SunPass tolls incurred: $1.32 ? ?Total fees charged by rental company: $31.98 ? ?Difference: $30.66 = excessive profit = 2323%Concerns:1.? ?Unfair and deceptive business practices.2.? ?Lack of transparency regarding ******* fee structure.3.? ?Excessive profiteering from customers.

  Business Response

  Date: 10/04/2024

  Hi Michele, 

  Unfortunately, we cannot offer any refunds regarding the toll pass that was charged to your account because your unsatisfied with the prices. All of our ACE Rent a Car locations are all individually owned, meaning that all locations have the right to decide how much they would like to charge for any additional add-ons. If you would like to further discuss this matter, you can reach us by email at [email protected] or by phone at 877-822-3872. 

• Initial Complaint

  Date:10/01/2024

  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.

  Rented a car from *** in ****** / Ft Worth Airport on Sept 11, 2024. Ace also placed a pending hold of $300 against my card on that day for the rental. The customer service counter told me the hold would be released the day when I returned the rental. Rental return was executed on Sept. 13, 2024, no issues, filled with gas as agreed. $300 hold left against my card still. When I contacted Ace, they told me via contract they had up to 21 days to release this hold. Its been 21 days and the hold for the $300 is still there on my card. Below is the response when I reached out to Ace.Hello ********, --- A location manager has followed up and advised that the deposit was an authorization hold so it will just go back into your available balance. It will not show as a refund or credit because it wasn't processed as a payment. Unfortunately, there's nothing we can do until the 21 days have expired. I have also attached your signed agreement and highlighted where it states it can take up to 21 days depending on the financial institution. The authorization number for the deposit is ******. Thank you,Takaylah ACE ************* ********************************* | ************

  Business Response

  Date: 10/03/2024

  Hi Benjamin, 
  After looking into your reservation, it looks like we put an authorization hold (pending charge) of 336.39 USD when you picked up the vehicle on September 11th. We did release that pending charge on September 13th when you returned the vehicle, and you should only see a posted charge on your bank account for 36.39 (final invoice attached). If you do not see the pending charge of 336.39 on your statement then that means the funds were released back to you, if you still see that pending charge then you will need to contact your bank and provide them with your authorization #834718 so they can release it on their end. I can assure you that we did release your deposit back to your account when you returned the vehicle. If you have any other questions or concerns, please reach us by email at [email protected] or by phone at 877-822-3872. 

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22363178, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  A hold for the amount of $300 still appears on my Bank account today as the attachment shows.  The attachment is an image of the transaction amount and current status from my bank account today.  Because this status is still pending in my bank account, I do not have access to the $300.  My correspondence with Ace was this was to be released the day I returned the car.  It has not been released as of Oct 3, 2024.  Ace also said they have 21 business days to have the hold released, meanwhile their own contract states 21 Days, not 21 business days.   Ace is obviously extending this hold release as long as they can mostly for their own malicious reasons.  
  
  
  
  Regards,
  
  
  
  Benjamin Grissinger
  

  Customer Answer

  Date: 10/08/2024

  The reimbursement amount they supposedly provided was for toll passes for 2 days and associated fees such as taxes.  I have not received this so called reimbursement as well

  Business Response

  Date: 10/09/2024

  Hi Benjamin, 

  You will need to contact your bank and provide them with your authorization number #834718 so your bank can release the funds on their end. I can assure you that we did release the funds on our end because we have provided you with the authorization number and some banks can take up to 28 business days for them to release it in their system.

  Business Response

  Date: 10/09/2024

  Dear BBB, 

  We ask you close this complaint because we have provided the customer with the authorization number for their bank to release their funds on their end but on our end, we did return it to the customer as promised. Some banks can take up to 28 business days to release holds, but we have no control over that. 

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22363178, 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.]  Their contract specifically states any holds would be remediated within 21 days.  At the counter they told me the hold would be releases within a day of my rental return.  They broke their verbal and in writing contract.  I believe this whole issue was intentional, a deliberate act to cause me more harm and lament.    I will not accept any excuse this company provides.   
  
  
  
  Regards,
  
  
  
  Benjamin Grissinger
  

• Initial Complaint

  Date:09/30/2024

  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 a vehicle through Expedia at ACE rent a car Tampa airport. The total for rental and insurance was ****** for week. After waiting in line for 2 hours the rental agent said we dont have car u rented gave us a similar suv no issues. Then he proceeds to say your a big man would u like to upgrade to a rouge for added amount this was the car we reserved said no thanks. This is Ace confirmation number EXS ********. Then he tells me insurance through ******* is no good I tell him we have progressive insurance said we need there coverage for ****** for rental period. Then I said we dont need transponder we have our own he said cant use that we have a plate by number tolls. Even though I have used this transponder for many years because we own a home in ******* and used it most recently last winter while we were in *******. The cost was ***** on toll totals of around 12 dollars. Then he tells me gas is 3.40 a gallon and if I prepay it will be 3.17 a gallon so I agreed. We found it in the town we live in for 2.99. So the total for complete rental went from ****** to ****** when I got home I was stressed about this and found out my insurance should have been ok to use and the transponder could have been used. Reached out to *** said nothing could be done. I feel because of my age they took advantage of me. I would like them to make it right by refunding the insurance charge and the remaining amount after taking tolls out of that fee. And to maybe make sure other people dont get taken by there little white lies. Thank you for your time **** ******

  Business Response

  Date: 10/01/2024

  Hi *******, 
  After looking further into your reservation, I can see that you were only charged for liability insurance, which means that we did accept the insurance that you purchased through ******* because they only cover collision coverage. In our terms and conditions, it does state customers must have full coverage insurance (collision AND liability) to rent our vehicles. We can not offer a refund at this time for the insurance and, as well, for fuel, because you only returned the vehicle with only 1/16 of gas left in the tank when you returned the vehicle and if you did not purchase pre-paid fuel, then you would've been charged 9.99 per gallon. We do offer our own toll pass because all of our rental vehicles have a transponder already associated with their license plates. If you would like to further discuss our policies or have any other questions, you can reach us by email at ************************************* or by phone at ************.

  Customer Answer

  Date: 10/11/2024

  Ace rental didnt address the issues I bought up. 1 I have insurance for 4 vehicle full coverage there associate said no good need there insurance I think thats a lie. 2 I have a sun pass transponder and when I log in it asked me if its a rental vehicle and to enter dates and times for coverage if I cant use it then why is it set up like that another lie. Can Ace at least answer the questions that were brought up instead of the ** they are feeding me thank you again for trying to help. 

  Customer Answer

  Date: 10/16/2024

  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.]

  Ace rental didnt address the issues I bought up. 1 I have insurance for 4 vehicle full coverage there associate said no good need there insurance I think thats a lie. 2 I have a sun pass transponder and when I log in it asked me if its a rental vehicle and to enter dates and times for coverage if I cant use it then why is it set up like that another lie. Can Ace at least answer the questions that were brought up instead of the ** they are feeding me thank you again for trying to help. 
  
  Regards,
  
  ******* ******

  
  

  Business Response

  Date: 10/21/2024

  Hi *******, 
  It does state in our terms and conditions that customers may use their own personal coverage at the time of pick up, but they must provide a supporting document that states they have full coverage insurance. Meaning, you will need to provide your declaration page stating you have collision and liability coverage as well as it covers rental vehicles. As I originally stated, you returned the vehicle with only 1/16 of gas left in the tank and it does state in our rental agreement that you would be charged 9.99 USD per gallon. We cannot offer any compensation at this time regarding this matter and also the toll passes since we do provide our own. If you would like to further discuss our policies or have any other questions, you can reach us by email at ************************************* or by phone at ************.

• Initial Complaint

  Date:09/26/2024

  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 Rent A Car in *********** on September 25. The cost I was to be charged with as $204 for four days. The agent I spoke with was virtual through an iPad. He told me the insurance policy I purchased separately did not meet the legal requirements to drive in **********. The said I NEEDED to purchase one of their two insurance policies to be legal on the road. This ended up being an extra $39 per day for the Basic package. I chose that package believing I had no other option. I reached out to their customer service team and I was told I could have declined coverage when I signed the contract. When I signed the contract, it was virtual and there was no option to decline as the agent set up the places for me to sign virtually, again with no option to decline. Only to accept. I signed a contract without seeing the whole contract prior to signing. I was never provided the final two pages to read prior to signing. This is unacceptable business practice and deceptive. I contacted my own car insurance representative after I checked in to my hotel an hour and a half away, and now the only option Im given is to return to the site to sign another contract. My issue is with the shady, deceptive and outright inaccurate information I was provided when checking in to retrieve the car. Also, with the process for signing the contract without seeing EVERYTHING you are signing up front.

  Business Response

  Date: 09/27/2024

  Hi ******, 
  After looking further into your reservation, it shows that you purchased Liability Coverage as well as Personal Accidents Coverage. The insurance you purchased separately only covers Collision Damage. Our terms and conditions state that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. The Personal Accidents Coverage is an optional coverage that you did agree upon in your signed rental agreement (attached). Our agent informed you that you can go back to the location since you currently still have the vehicle to remove that coverage. Unfortunately, we cannot offer you a refund at this time since you currently have the vehicle, and you can remove it by going back to the location. If you have any other questions, please feel free to contact us by email at ************************************* or by phone at ************.