Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

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Complaints

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

Customer Complaints Summary

392 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

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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:09/24/2024
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.
09/24/2024 ****** paid $316.00 Company states there was damage(s) to the car at the time of drop off. However when asked to show proof that the damage wasnt already there, they couldnt provide photo evidence because they did not take any of the photos properly. They stated that everyone has to build a report on the car which they all work for the same company so its basically them covering their butts. Theres multiple complaints about them staying with deposits and not returning calls. They also have complaints of customers stating there was damage when there wasnt. I feel as though theyre scamming customers out of their deposits by saying they did something to the car knowing they didnt take photos of the car properly to prove it was already there. I just want my deposit back of $250 because we indeed did not make damages to the car. Below I attached the photo of the car they took before and the one after theyre trying to blame me for damages.
Business Response
Date: 09/25/2024
Hi Yazmarie,
When it comes to opened damage claims, customers must contact our 3rd party partners that handles our claims because at customer care we do not have access or control when it comes to this matter. If you have any questions or concerns, please feel free to reach us by email at ************************************* with your confirmation number (3 letters followed by 8 digits) or call us at ************ and we'd be more than happy to assist you.
Business Response
Date: 09/25/2024
Dear BBB,
This customer's complaint is in regard to a damage claim, and we cannot find their information in our system to provide them with the contact information to our 3rd party partners because each of our locations have different partners. This is a matter where we cannot provide any assistance and do not have access to, we request for you to close this complaint.
Initial Complaint
Date:09/23/2024
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 was charged a smoking fee even though I dont smoke and I am regularly drug tested at work.
Business Response
Date: 09/25/2024
Hi Shairia,
After looking further into the charges made to your reservation and speaking to the location manager, our agents did detect the smell and had 4 people as eyewitness to back up the charges. At this moment, we cannot offer a refund for the smoking fee if you have any other concerns or questions; you can always reach us by email at ************************************* or by phone at ************.
Business Response
Date: 09/25/2024
Dear BBB,
This customer has been contacting us since last week regarding these charges and has been leaving reviews how our business was racist, and we only charged her because she is black. The customer stated she took a recording od the interaction and the location manager and our agent informed her that if she sent over the video, we'd be more than happy to refund the smoking fee. The customer refused to send over the video, we request to please close this complaint.
Customer Answer
Date: 09/25/2024
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.

Once again the lies are being told. I was charged for a key that I was told I lost and now Im being blamed for smoking in the car and I dont even smoke.

Regards,

Shairia *******
Initial Complaint
Date:09/20/2024
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.
So my son just graduated from Basic Training at *******************, **. I could not afford to fly directly in to ********, so I purchased a cheap flight to ********** and then drove the remaining 2 hours to *******************. Maybe it's not relevent, but to me it is. I am a disabled veteran still waiting to get what I deserve as pay, I've been unemployed since Covid. I am barely getting by, but I could not miss this event. So I sold my MacBook that an ***** had bought for me for school. Then I rented the car, got the quote and 2 days rental. I ended up needing one more day, and it was a very emotional time especially saying goodbye, I won't bore you with the details, but I almost missed my flight back, which would have been unbelievably detrimental. I ran in with my suitcase packed, I cleaned out the whole vehicle, and gave the keys, told them I was sorry I was going to miss my flight. There was a joke made, and they said they got me, and I just caught the shuttle in time. I did not have any problem with them, I thought it was all great, but then when I waited for my $300 to come back minus one day extension at $39 and fuel. What I got back was $123, so they took $177 from me. I reached out and they said, "per my agreement", yeah some contract that I never received, and would never have received until I demanded it after I saw what they took from me. Then ***** over at *** tells me they charge $8.99 a gallon for the privilege, so I guess the location didn't "got me" like they said. Or maybe they did, "got me". What's funny though is they charged me over $10 a gallon actually. And tacked a couple mystery fees at the end that weren't there before. After the ***** administration supposedly was putting a stop to "junk fees". I mean what is an energy recovery fee for $12 and Vehicle License fee for $12 if not junk fees? At the end of the day, once again a disabled veteran was taken advantage of at a very emotional time in his life, if you complain you only get ridiculed
Business Response
Date: 09/20/2024
Hi *******,

After looking further into this matter, it does state in your rental agreement that the additional fuel charge is 8.99 per gallon. I have attached the final invoice that breaks down the charges made for your reservation as well as the fuel going in and out during your reservation as confirmation that you did not return the vehicle with a full tank. We cannot offer any compensation at this time, if you would like to further discuss another matter. You can reach us by email at ************************************* or by phone at ************.
Customer Answer
Date: 09/24/2024
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.]

Regards,
First of all it's a 13.2 gallon tank at $8.99 equals $118 and you charged me $134. And that's disgusting. I explained what happened so there's no compassion just robotic words. You should be ashamed of yourself. Also where was that listed that i would have to pay $8.99 when i rented the vehicle? Where does it say that. You keep mentioning the invoice that i had to ask for at the end. At the end. At the end. Where was it listed that i would have to pay that disgusting amount before i got to the end? Care to read what i wrote this time?

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

Business Response
Date: 09/30/2024
Dear BBB,
We request for you to close this complaint because the customer has been reaching out to us countless of times regarding the charges made to their account when it is all stated on the rental agreement that has been sent out multiple times.
Business Response
Date: 10/01/2024
Hi *******,
In your signed rental agreement, if the vehicle was not brought back with the same amount of gas that was given to you, then there is a refueling fee at a higher rate. You returned the vehicle empty, and your rental agreement states the refueling rate is 8.99/gallon. You did add an extra day to the rental, and you were charged the same daily rate from your booking, which was *****. We will not issue any refund at this time for the fuel or extra day.
Customer Answer
Date: 10/04/2024
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.

The contract does not state anywhere that the refueling fee would be $8.99, no where was I made aware of this until after the fact after you did it. Wheres this signature you keep speaking of? Where do you show that when you employ these dirty business tactics you have someone sign anywhere near them? You dont, you hide these facts because you are scamming people ands know that if they saw these things they would not sign so easily. Once again you still have not addressed the fact that there is only a 13.2 gallon tank so even at your criminal rate of $8.99 its simple math $118, and you stole from me $134, so besides your criminal scamming business practices you straight stole $16 unaccounted for on top of everything else. So people out there beware Ace will just help themselves to your money even or especially if you are a disabled veteran without any resources to do anything about it. Enjoy your little bit of money and the karma that comes with it, all involved

Regards,

******* ******
Customer Answer
Date: 10/07/2024
How can you say they addressed my issues? I asked how, even at their cost of $8.99 a gallon it comes to $118 and they charged me $134. I asked them where this policy was stated on the contract before i singed it and they did not answer. I brought up the junk fees that this presidential administration specifically focused on and they had nothing to say. I brought up the fact that the location told me it was ok they would take care of it, they ignored that. So how on earth did they address my complaint? They addressed what they felt like and didnt even do that correctly as stated about the total amount not being correct. So i ask again, how exactly did they address my concern. Other than some sarcastic comments. What about the fact that Im a disabled veteran with no money, I was just trying to go see my son graduate. Its deplorable, disgusting, bullying, and. No, you know whatyoure right, I should go take care of it, I should just stay taking care of anyone that disrespects me from now on. Yeah, obviously no one cares and no one can or will do anything. So now its on me
Initial Complaint
Date:09/19/2024
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.
Initially the check out period was good. I declined the all Inclusive plate pass but was told to initial the line. My charges were supposed to equal ***** but instead I was charged $200 and then refunded $128.09. I tried calling the location 6x and no one answers. The call center ************ is not helpful and they claim to only be reservations. I did not receive a finally bill but I would like this remedied and my credit card refunded for the remaining $******** addition, I paid for a standard size car that was supposed to be a be Jetta or similar but was given a tiny Kia ***** which is considered a compact car. I would like that charge covered as well.
Customer Answer
Date: 09/20/2024
They have charged extra for no reason. It went from *****, to 53 to 71. I want a refund for the rest of my difference to where I am only charged the ***** that Priceline quoted.
Business Response
Date: 09/20/2024
Hi ****,
After looking further into your reservation, it shows that we initially took 200 USD from your form of payment at the time of pick up. Your final invoice comes out to be *****, I have attached the final invoice that breaks down all the charges made to your reservation. If you would like to further discuss the charges, you can always reach us by email at ************************************* or by phone at ************. -*****
Customer Answer
Date: 09/21/2024
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.

On my rental agreement, it clearly shows the platepass all inclusive was only *****. And my estimated charges would be $57.81. Although I told the representative that I decline the plate pass, I see that where he had me initial was a place to agree and not decline as I asked. The invoice provided in this complaint does not match my rental agreement charges and I would like a refund of the excess charges.

Regards,

**** ******-ghaziosharif
Business Response
Date: 09/24/2024
Hi ******,
I have attached the final invoice that breaks down all the charges made to your reservation, as you can see; the toll pass was ***** (after taxes and fees) and your total for your reservation was *****. I have attached the refund receipt to show as confirmation that we returned ****** back to your card ending in 7378. If you have any questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************.
Customer Answer
Date: 09/26/2024
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.

Its disheartening when your initial reservation claims itll be *****, then you sign for the car with a charge of $57 due to an all inclusive plate pass that I told the *** I decline but somehow it was still added to the series of initialing as accepting vs declining. So my final price was $57 with taxes and fees. This is a sneaky way of adding extra charges and I want a refund of the extra charges to my card.

Regards,

**** ******-ghaziosharif

Business Response
Date: 10/03/2024
Hi ******,
I have attached documentation that shows that you did go through tolls during your rental. We cannot offer any compensation or refund at this time, thank you for contacting ACE and I hope you have a good day.
Business Response
Date: 10/03/2024
Dear BBB,
This customer is wanting a refund for a toll package he purchased but we have attached proof that they went through tolls during their rental. We ask you to please close this case, thank you.
Customer Answer
Date: 10/07/2024
Its been almost 3 weeks and I havent heard anything. I would like a refund processed for the extra charges. Per my first receipt, it was only supposed to be $57, not $71.
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.

Going thru the tolls was never the point. I was first quoted ***** at the time of booking. Then the *** added the charge for the plate-pass at $23.98. My rental agreement that I signed says I was to be charged ***** and instead I was charged $71 and some change. I want a refund for the difference from 71 to 57.]

Regards,

**** ******-ghaziosharif

Customer Answer
Date: 10/09/2024
The math on my most recent rental agreement attachments do not add up and this business is cheating customers out of dollars thinking we wont notice. Even when I called and spoke to a representative, she admitted she wont work sales because of the lies and cheats they have to do to earn the company and extra dollar. Compare my agreement I signed on 9/15 (specifically the FLORIDA SALES TAX & AIRPORT ACCESS FEE vs the one I received post-returning the car in which I had to call multiple times to request this. All the charges are the same except those two charges and they add up to only a difference of $2.11. So tell me how I went from paying $57.81 to $71.91 when the agreement is almost the same except this $2.11 difference in your upcharge????
Customer Answer
Date: 10/09/2024
For the record, the complain initially was the $23.98 plate pass charge but I realize although I verbally declined it, when the *** was having my initial I can see that I accepted instead of declining. I will pay the $23.98 charge but even with that, my total only should have been $57.81. Therefore you owe me a refund of $14.10.
Initial Complaint
Date:09/19/2024
Type:Sales and Advertising 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.
We rented a car for a week from 9/2024-9/27/24 the cost of the rental was $283.22 plus a deposit of $250 we returned the car and were told the deposit would be credited back to the card within ten business days on the 12th Business day we started calling because we had not received the credit. The first time we called. They said we had tolls and that the manager had to manually do it but she was unavailable that was on a Friday. We were told to call back on Monday. we called on Monday then again on Tuesday then again on Wednesday and now again on Thursday and we keep getting the same replies that shes busy and will get to it not to mention they are saying we had almost $12 in tolls but the tolls that we added up only add up to maybe two dollars so were asking for proof and the credit but cannot get anybody on the phone and every time we call we get an attitude get hung up on get tried to get a ride to the facility but have been unsuccessful. We tried contacting the corporate office. Nobody got back to us either.
Business Response
Date: 09/20/2024
Hi April,
After looking further into your reservation, it shows that you did speak to one of our agents on September 19th regarding your deposit status and informed our agent that you did receive your deposit back and was sent the final invoice. I have attached the final invoice as confirmation, if you have any other questions or concerns; you can always reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you.
Initial Complaint
Date:09/14/2024
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 rent a car in ****** for 3 days we only uses a half a tank of gas and it did not rain the time we were down there. I tell u this because the car was pretty clean when we took the car in we did a walk around and they check us in there was no damage to the car we were there 3 hour early so we were not rushed. Then they sent me picture of red scratchs on the front bump and trying to charge me the damage to the car. They bill me ****** loss of 6 days for 120 and a free 150 totaling ******. My **************************************************************************************************************************** to pay the bill.Claim number ****** Rental agreement Dfw-***** Date of lost February *******
Business Response
Date: 09/16/2024
Hi Cody,
After looking further into your reservation, I can assure you that the final charge for your rental was 143.01. When arriving at the front desk we did have to take out 461.41 which includes the refundable deposit. We have released that authorization hold off 300 USD (Pending Charge) when you returned your vehicle and have refunded you the leftover 18.40 USD. Since there was a hold, you should not see any pending charges from ACE for 200 USD and should only see one posted charge of 143.01 and one refund transaction of 18.40 USD. If you would like to further discuss your charges, you can reach us by email at [email protected] or by phone at 877-822-3872. -Salem
Customer Answer
Date: 09/24/2024
They are saying the claim are a separate group
Customer Answer
Date: 09/24/2024
They are saying the claim are a separate group
Customer Answer
Date: 10/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22286757, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Dear ace
Thank you for your response. The original billing on the car is correct. After the car was turned in and the walk around was complete by your employee, me and my daughter. I got an email from pure co. Saying there’s damage to the car. See the attached invoice for the damage. I believe the damage happened when your employees drove the car to Park it.]

Regards,

Cody Galipeau

Business Response
Date: 10/04/2024
Hi Cody,
I can assure you that we did not charge you for any damages to the vehicle. If you would like to further discuss this matter, please feel free to reach out to us by email at [email protected] or by phone at 877-822-3872.
Initial Complaint
Date:09/14/2024
Type:Service or Repair 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.
Hello,I have an issue regarding a smoking fee Ive been charged after renting a vehicle from Ace Car Rental. I rented the vehicle (it was a gray, ******* Elantra) from 9/9/24 - 9/13/24. There was absolutely no smoking done in the vehicle, at all!! I called the company (Ace Car Rental, *********) and they said they have video of someone standing outside the vehicle, smoking, and the smoke was blowing into the vehicle. I asked for a copy of that video. He then offered to knock off half of the charge (initial charge was $350) which I did not agree to as there was no smoking inside the vehicle. I then let him know I may need to take legal action to which he got upset and said he would only share that proof with whomever I take legal action through. How can they get away with this? After reading through some comments in a ******** page, regarding this very company, they have taken advantage of others, as well. Is there someone else I should reach out to regarding this issue? I am an honest person, if anyone had smoked in this vehicle, I would rightfully pay that fee. I would hate to see other people getting ripped off.Thanks for any help/guidance,***********************
Business Response
Date: 09/16/2024
Hi *****,
Thank you for letting me know about the charges made to your reservation and the miscommunication you had with one of our agents at our ********* location. After looking further into this matter, it looks like we have refunded you the 350 USD charge back to the card we have on file. I have attached the refund receipt as confirmation, and it should arrive in 7-14 business days. Please let me know if you need anything else and thank you for choosing ACE Rent a Car.
Customer Answer
Date: 09/17/2024
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.
Hello, the company has issued a refund for the smoking fee. I sincerely hope they are not able to get away with charging others ridiculous fees that are not warranted.

Thank you for your time and efforts,
***********************
Initial Complaint
Date:09/12/2024
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 visited ********** ************** September 2024 and rented a car from ACE through Priceline. Aside from being disappointed that the shuttle we requested from the airport never arrived - even after being on the phone with ACE representatives, and aside from the car wreaking of smoke odor, the complaint I am filing today is in regard to absolute illegal charges on our account from this location.When we left the location, my wife and I requested a bill. On the bill we saw an extra charge of $58.25. We were told by the employee that charge was for returning the car a 4 hours after the contract stated. Essentially we were charged for an extra day. Now, the only reason we had done this is because we spoke with *******, the manager earlier in the day. When we mentioned our flight was delayed he said returning the car a few hours after intended was fine. No mention of an extra charge.On 9/6 my wife called ******* and he said the charge would be reimbursed. And it was. That is, until 9/9 when we were charged the $58.25 AGAIN. The filing from *** on our credit card says we were charged this for "renting a car in ********** on 9/8 and checking out 9/9." <- A flagrant fraudulent charge as it is something we DID NOT do OR authorize. This is a criminal action. The employee within *** who made this illegal charge violation is a shame to the company. We were excited to try a new rental company on our vacation and trusted the recommendation from the third party site. Unfortunately our experience with *** is unmatched with any other company- and not in any good way.
Business Response
Date: 09/12/2024
Hi ****** ,
After looking further into your reservation and past conversations you had with our agents at our corporate office, they have explained that we do offer an hour ***** period regardless of what time you pick up the vehicle and there was a charge for the late drop-off. Unfortunately, we cannot offer any refund for the extension the vehicle was kept. If you would like to further discuss our policies, you can reach us by email at ************************************* or by phone at ************. -**********;
Customer Answer
Date: 09/12/2024
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.

While I did communicate with ACE corporate I also followed up with the location we rented from. I understand the corporate policy but unfortunately had been informed otherwise by the local management. As communicated, the car would have been turned in at the originally signed on except that the *** manager in ********** communicated it could be turned in later that day due to our delated flight. (as touched on in me preceding BBB complaint)
As a corporate responding to BBB complaints I strongly advice you read the complaints before responding. I will state details you overlooked once more:

On 9/6, we followed up with the manager of the ************** location. Contrary to what you stated, HE WAS ABLE TO ISSUE A REFUND AND DID SO. We were refunded the $58.25. But then on 9/9 we were charged an additional $58.25 that was charged to our credit card by your company with a false claim that states "we rented a car from ********** on 9/8 and returned it on 9/9".
As federal law states, all businesses must take steps to ensure that charges to customers' credit cards and other accounts are authorized. This charge on 9/9 was in no way authorized. I am therefore making BBB aware of this businesses duplicity and requesting charges made to our account, seeing as it violates FTC, be reimbursed.
So to answer BBB's questions:
*Has the company addressed the issue of the dispute?
Yes
*If not, why?

*Has the company met the agreement they outlined in their response?
No

Regards,

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

Business Response
Date: 09/13/2024
Hi ******,
There is nothing more we can do on our end regarding this matter. I appreciate your patience and understanding, if you would like to discuss your rental experience further then you can always reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you.
Customer Answer
Date: 09/17/2024
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.]
They literally responded that there is "nothing" they can do about the matter. I am disputing it with the credit card company as they falsely charged our account. I hope sharing our experience will help someone else and I will also follow up with the FTC.
Thank you BBB for what you offer consumers. Thank you for existing to try and hold businesses accountable. I appreciate your work.

Regards,

****** *******
Initial Complaint
Date:09/10/2024
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 had a terrible experience with the ACE rent a car in the *************** airport. I booked my car rental through Expedia where it says I would get a compact or similar car. When we arrived in *************** at the rental counter they told me the ONLY vehicle they had was a pick up truck which isn't even close to a compact car. I said I didn't want a pick up truck since we were driving around a lot and didn't want a gas guzzler. Magically the pick up truck wasn't the only vehicle they had, they had a car but the *** told me I would need to pay an additional $49 which absolutely makes no sense why I would pay more for a car then a truck. I agreed to pay the $49 in what the *** told me the upgrade cost was. When we returned the vehicle, we stopped at a gas station in *************** and dropped the car off at the airport with it on full. We did have issues filling up the tank at multiple gas stations. The pump would stop putting gas due to the tank on the car. There was something not right, I told the *** the issue when we dropped it off. He ignored me and told me to go find my terminal at the airport. He didn't want to hear the feedback from the issues I had. That was very rude. After we arrived back home I noticed I was way overcharged for my rental. I originally had it for $260 but then did the upgrade for $49. I was charged $345 in the end. They said the document was upgraded for a total of almost $90. Both myself and my fiance heard the guy say $49 to us for the upgrade cost. Plus they charged me $13 for fuel when there was already a full tank since we just did it right outside the air port at the gas station. I reached out to the online chat support and they told me they couldn't give a refund because the $90 is what was agreed. Unfortunately we agreed to $49 and it be possible they typed it in wrong. Either way none the ***s were kind and it was an unpleasant experience. I just want to be refunded everything and pay only the $260.67 I originally booked for.
Business Response
Date: 09/11/2024
Hi *******,
I want to thank you for letting us know about the rental experience you had at our *************** location and assure you that we take your complaints very serisouly because, at ACE, our main priority is to provide the best customer service to our customers. After looking further into your reservation, I can see that you originally reserved "Dealer's Choice" meaning that the location gets to choose the type of vehicle you will be renting for a discounted price. I understand you were not satisfied with the pickup truck but if you do request another vehicle then you will be charged an upgraded fee because you are getting to choose the type of vehicle you will be renting. When it comes to the fuel charge, we do expect our customers to return the vehicle with a full tank of gas because that is how much it was provided to you at the time of pick up. It does state on your rental agreement that additional fuel will be 9.99 USD per gallon. If you would like to further discuss our policies or have any other questions or concerns, you can always reach us by email at ************************************* or by phone at ************.
Customer Answer
Date: 09/11/2024
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.

This response did not answer any of my questions as to why I was overcharge from what they told me and why I was charged fuel when I returned the vehicle full. This response is telling me nothing and doesn't resolve my dissatisfaction with the ACE rental company. They have awful customer service and doesn't even recognize how rude the representative was when we dropped it off. The response lacks any resolution.

Regards,

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

Business Response
Date: 09/12/2024
Hi *******,
Unfortunately, we cannot provide a resolution regarding your dispute on the charges made to your reservation. If you would like to further discuss this matter in depth, you can always reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. -*****
Customer Answer
Date: 09/12/2024
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 have already contacted customer service at ********************** prior to this complaint, they were unable to help me in any way. This is the reason I have had to file a complaint because I'm not getting any resolution at all. All I'm looking for is to be refunded the amount that I was overcharged for.

Regards,

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

Customer Answer
Date: 09/13/2024
ACE is not willing to work with their customers per their responses. I think it's wrong that they can't admit to the experience I had with their representatives and the overcharges they have charged me for. I'm honestly looking for a total of about $53 for the overcharges but they do not want to provide that resolution. They want me to contact them which is something I already tried before filing the complaint. They have no desire to help out. What are other steps to take?
Initial Complaint
Date:09/09/2024
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.
Hello,The agent told me that i had to get a required Comprehensive and liability coverage for about $140. I told him I thought the credit card might cover that and he said not liability and reduced it to $100. To find out later, it was an optional coverage that we dont need to get if we have our own insurance. I feel this was deceptive and predatory practice. I would like a refund of the $100 liability coverage. Sincerely,****** ****
Business Response
Date: 09/10/2024
Hi ******,
It does state in our terms and conditions that all renters must have full coverage insurance to rent our vehicles. Full coverage insurance consists of Collision and Liability Coverage. The charge for liability insurance is valid because the coverage your credit card can only offer is collision. If you would like to further discuss our policies or have any other concerns, you can always reach us by email at ************************************* or by phone at ************.

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ACE Rent A Car is NOT a BBB Accredited Business.