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

• 

  Ace Rent A Car Northern Maine Regional Airport

  650 Airport Dr Presque Isle, ME 04769

• 

  Aligo Rent A Car

  8811 Bridgeport Rd Hampton Inn Vancouver Airport Richmond, BC V6X 1R9

• 

  Aligo Rent a Car

  550 W Hastings St Delta Hotels Downtown Suites Vancouver, BC V6B 1L6

• 

  ACE Rent A Car

  8901 4th Ave Brooklyn, NY 11209

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:09/04/2024

  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 rented a van from Ace car rental in *************** and to use from 08/29-09/02/24. When I arrived at their office to fill out the agreement I was given the quote of $163.98 for car rental and $56.98 to fuel van when returned. Also, at that point I was asked if I wanted vehicle coverage for the van which than I responded no. He (Riz the agent I worked with) asked to initial to opt out of coverage which I did. After a long day of traveling and and just trying to get to the ******* I just just took rental agreement and key to van and left. Once I got to ****** I went over the agreement and noticed he had charged me for the insurance and I looked over to see where he had asked me to sign to opt out of insurance and which was actually agreeing to coverage. I then gave *** a call to ask why he had charged for the insurance after I had said no to that coverage. He said you said you did want and I said no I clearly said no and my husband also said no. He then said no problem just come in tomorrow and I will make the appropriate changes and put that money back into your account. I went in the next day and waited for him 30 minutes to arrive. When he arrived he told me his supervisor had told him that he should not have told me that he was going to give me my money back but that at the end he should do what he thought was best. So he then asked for my insurance information which he didnt ask for me to bring in when I spoke with him on the phone. After telling him that he he did not mention that on the phone he said they wont let me return your money without it. I said ok let me call my husband and see if I can get that for you. After calling my husband he was able to get something to show Riz. When I showed what I had he then said oh no I need something with the right coverage dates. When showed him that. Then he said now I need something that has your name on it. I then shoo him something with my name. Put he still kept coming back with some excuse.

  Business Response

  Date: 09/06/2024

  Hi *****, 
  Thank you for taking the time to leave a review about the experience you had at our ******* ACE location. I would like to inform you that it does state in our terms and conditions that customers can provide their coverage, but they must provide supporting documents at the time of the rental pick-up to include it on your account. After looking further into your reservation, I can see that you first provided insurance coverage, but the coverage was not under your name and you were not on it. Your husband did provide a second alternative but the coverage would not go into effect until September 2nd which was the day you were supposed to be dropping the vehicle off, meaning it was not going to cover your entire rental period. If you would like to further discuss this matter, you can always reach us by email at ************************************* or by phone at ************ and we'd be more than happy to further assist you. 

  Customer Answer

  Date: 09/19/2024

  I was having problems receiving emails and didnt receive any of your previous emails until now that I got it to work.

• Initial Complaint

  Date:09/03/2024

  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 reserved a rental car through Booking.com for Sept. 2-Sept. 6 and paid for the reservation. I made sure to read all fine print to avoid problems. When I got to the pick-up counter and was asked if I was going out of state I answered yes, I was going to ********. The lady said "you can't" and then pointed to a map on the counter showing states that I could drive in. This information is not on the website and furthermore their policy on refunds is that you will only receive a refund if it is outside of 48 hours before the reservation starts. This is, to me, a scam and I think it needs the attention of the BBB.

  Business Response

  Date: 09/04/2024

  Hi ****,
  Our company's terms and conditions, available on acerentacar.com under the "Locations" tab and specifically for our Atlanta office, state that vehicles are restricted to travel only within the states of *******, *********, *******, North and **************, and *******. Any travel outside of these states may result in fines of up to 1000 USD, as indicated under the "Geographic Restrictions" section. Regarding refunds, the decision to issue a refund is at the sole discretion of the rental location, depending on the circumstances. We strive to provide all necessary information to customers to avoid any confusion at the ********************** desk. If you would like to further discuss our policies, please feel free to reach out to us via email at ************************************* or by phone at ************. We are more than happy to assist you.

  Customer Answer

  Date: 09/05/2024

  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.] The response by the business is not sufficient to me because I feel that they have made the information regarding travel restrictions difficult to find on their website. If this is on the website under "locations" that seems to suggest locations where you could rent one of their cars, not locations I'm allowed to drive to. This should be much more visible on the website without needing to search for it. Furthermore, the refund policy is such that if you rent a car and then learn of the restrictions, you will most likely not be eligible for a full refund.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/24/2024

  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.

  On June 22, 2024, I reserved a rental car from ACE Rent-a-Car to be picked up in ********** on July 9, 2024. The price was $185.30. During my research online, I had heard that rental car companies abroad sometimes try to sell their customers unnecessary coverage. I called ********************** **************) and spoke with ******. He said that if I paid with my ***** ****** **** and brought paperwork showing that I had auto rental collision damage from ***** that explicitly states coverage abroad in addition to bringing in a copy of my declarations page showing my liability coverage through my insurance company, that I would not need to purchase additional coverage. I printed all of the necessary documentation and even cancelled the initial $110 for rental car insurance when I had made the reservation. I also spoke with my insurance agent who said that paying for additional coverage while abroad amounted to my being over-insured and was unnecessary. When I arrived at ACE Rental in ********** on July 9th, the ACE representative said that my collision coverage from ***** was inadequate even though it clearly stated that I was covered for car rentals while abroad. He said that I needed a personalized letter from ***** outlining the terms of the coverage. I explained to him that I had called ACE on June 28, and that ****** had made no mention of such documentation or else I would have obtained it. He also said that the declarations page from my insurance company did not cover me while abroad. I explained to him that this was not what my agent had told me at Progressive but he was unmoved. After having been travelling for 20 hours with my 2 children, I was not sure what to do. I explained to the ACE representative that I would verify my coverage upon my return to ***************** and he encouraged me to do so. $747.28 is considerably more than the $185.30 that I had initially agreed to. I believe I am entitled to a refund of $561.98 ($747.28 - $185.30). ***

  Business Response

  Date: 08/26/2024

  Hello *****, 

  Thank you for your feedback regarding your rental in **********. Per government policies in **********, insurance must state that any insurance used must state clearly that it covers in CR or it is not valid. While I understand the frustration in the additional cost, if the proof presented did not state that it covered in CR then it would not have been accepted and you would have needed to purchase the insurance at the counter in order to rent. Unfortunately, no refund for the insurance will be awarded. 

  Thank you

  Customer Answer

  Date: 08/26/2024

  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. 
  
  Before travelling to **********, I had read that rental car companies in ********** try to overcharge customers for insurance they already have and do not need to purchase additionally.  This was why I called ACE on June 28, 2024 and spoke with ****** *************) prior to my arrival to see what proof of insurance I was required to bring in order not to have to purchase additional insurance.  He said that I had to bring my auto rental collision waiver policy from Chase **** and that I had to pay for the car with that card.  This covered me for collision.  He also said that I needed to bring a copy of my declarations page from car insurance company showing my liability coverage so as not to have to purchase liability coverage in ***********  I printed and brought both documents only to be then told in ********** that I needed a personalized letter from ***** **** with my name on it for the collision insurance.  You can't change the rules mid-race and expect them to apply.  This was why I called beforehand.  This is an unfair business practice and just because it is apparently common in ********** does not mean that ACE should be allowed to get away with it.  They never even provided a reason as to why they rejected my liability insurance. 

  In ACE's recent response to my complaint thru the BBB, ACE then said that my Chase ****'s auto collision damage policy must clearly contain language about renting a car in ***********  On page 3 within scan 5 which I attached with this message, the Chase **** policy says, "if you are renting outside your country of residence, the coverage provided by this benefit is primary and reimburses you for covered theft, damage, and administrative or loss-of-use charges imposed by the rental company, as well as reasonable towing charges that occur while you are responsible for the vehicle."  ********** is outside of my country of residence and therefore clearly covered by the policy.  

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

  
  

  Business Response

  Date: 09/03/2024

  Hello *****, 

  Reviewing all information provided, the insurance that was purchased included additional services beyond what your credit card covered which was only collision. Personal coverage must show that your policy extends to cover in ********** per ***** Rican policies. The coverage purchased was a premium coverage package which covered all aspects of the rental including roadside service. Unfortunately, as the insurance that was accepted included additional services that your policy did not cover and your policy did not state that it covered in ********** specifically then it could not be accepted. No refund will be awarded for the insurance that was purchased. 

  Thank you

  Business Response

  Date: 09/03/2024

  Hello BBB team, 

  The customer did not have the correct coverage and signed agreeing to a complete coverage package which included coverage beyond what they had personally. There is nothing to be done regarding this case, please close this case. 

  Thank you

  Customer Answer

  Date: 09/05/2024

  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. 
  
  Ace is being dishonest with you.  They stated that I did have the correct coverage.  This is not true as you can see from the documents that I have provided in previous attachments.  I had both collision and liability coverage and brought the documents that they told me to bring when I called them before travelling.  This was why I called and spoke with ****** on June 28th at **************.  He said that if I paid with my ***** ****** **** and brought paperwork showing that I had auto rental collision damage from ***** that explicitly states coverage abroad in addition to bringing in a copy of my declarations page showing my liability coverage through my insurance company, that I would not need to purchase additional coverage. I printed all of the necessary documentation and even cancelled the initial $110 for rental car insurance when I had made the reservation. I also spoke with my insurance agent who said that paying for additional coverage while abroad amounted to my being over-insured and was unnecessary. *** then refused to accept these documents when I arrived to pick up the car in ***********  The reason I called beforehand was because I heard that it was likely that *** would try to sell me insurance that I did not need.  Just because this is a common practice does not make it right.  Ace should be ashamed of itself for fleecing its customers this way and should not be allowed to get away with it.  

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

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  23/07/24 to 02/08/24 vehicle rental for $362.27 USD. At pickup, we were met with upcharges, especially liability insurance. Requested to waive this charge as we were using our credit card that already provided coverage. Agent was forceful about us paying for liability insurance which on the receipt is labelled as "OPTIONAL". We were not given the option to waive this charge & were instead met with coercion. We surrendered to the pressure & paid the balance with the intention of calling the next day to remediate. Total of the vehicle jumped to $858.85 USD. We paid for an additional driver & opted to pay the flat rate for tolls; however, those additions should not have brought our total to over double our initial booking cost. The next morning in the daylight, the car was quite dirty & was left with trash from the previous renters. I called Ace multiple times, no answer. On final call, I left a VM requesting a call-back to which I never received for the entire vacation. On the last day of our vacation, I called someone who directed me to email my concerns. I was connected with *****************, noted my above concerns, & requested compensation. At first **** was responsive & offered 50% off the liability but I was extremely disappointed that he did not address my additional concerns of ****************** of responsiveness of the staff. I declined his offer as I felt that I shouldn't of been forced to pay something that was meant to be optional in the first place. I had to follow up on my email after not hearing from **** for 4 days. He replied saying that the District Managers (DM) said nothing can be done. On August 7, I asked to be connected with the DM to appeal. I had to follow up on my email after 5 days of not hearing from ****. I sent daily follow up emails until I heard back on August 19, 12 days after ****'s last communication with me. We were taken advantage of as a tired family who were just trying to get to where they need to go after a long day of travelling.

  Business Response

  Date: 08/26/2024

  Hello ****, 

  Thank you for your feedback regarding your recent rental in *******. While I understand the frustration with not being able to decline the liability, it is stated in our terms and conditions that full coverage insurance is required to rent. Full coverage is considered collision and liability. Your credit card would have only covered collision and as proof of personal liability was not presented you would have had to purchase the insurance at the counter. Unfortunately, no refund will be awarded for your rental. 

  Thank you

  Customer Answer

  Date: 08/30/2024

  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 company took advantage of us and likely all customers by claiming false laws and putting customers against a wall to sign forms they were reluctant to sign. In all of our correspondence, there also hasn't been any acknowledgment of the inconvenience and deep frustration caused both with the overcharges and condition of the rental vehicle. I am distressed knowing that while my weeks post-vacation have been ruined by them, they remain unscathed as they know they will always have customers to scam and get away with.

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

• Initial Complaint

  Date:08/19/2024

  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.

  On Monday, August 12 2024 we rented a car from ACE RENT A CAR - *********, **. We had reserved it on line and shuttled from the airport to pick it up. During the paperwork the service agent *******, told us insurance was required. We asked if it was needed because we have our own car insurance and he said yes. We didnt need it, our own insurance was sufficient we discovered when we returned home later in the week. He also never asked for our insurance. Ive been emailing the company asking for a refund for the portion ($87.80) or at least a credit for a future rental. The keep saying we signed off on it and its closed. I have the email thread of course. The agent didnt ask for insurance paperwork which I would have provided if asked and wasnt truthful about us needing the insurance.

  Business Response

  Date: 08/20/2024

  Hello ***********, 

  Thank you for your feedback regarding your rental in *********. Per our policies, if proof of personal coverage is not presented you have to purchase insurance at the counter. It is not on our agents to ask for proof of insurance if it is not presented. Unfortunately, no refund will be awarded for the insurance. 

  Thank you

  Customer Answer

  Date: 08/20/2024

  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:08/14/2024

  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 rented a vehicle via Hotwire who contracted with ACE. I will say that I have rented from them before and knew they weren't the most reputable company but did not think I would be out $450. When I arrived to pick up the vehicle they had to do a credit check, something that I have never experienced from any other car rental agency. After "passing" the credit check I was told I had to purchase insurance for an additional $300, Something I refused to do and was told that they could not issue me a refund. I am now pretty much out $450. Car rental companies use insurance as a money grab and it should not be allowed!

  Business Response

  Date: 08/15/2024

  Hello *******, 

  Thank you for taking the time to write to us regarding your rental in ********. Per our terms and conditions which are available through Hotwire prior to booking, you must present proof of full coverage insurance or you will have to purchase it at the counter. As you booked and prepaid for the rental through Hotwire, *** does not have the funds to refund you and you would need to contact Hotwire as any refund would be up to them. 

  Thank you

• Initial Complaint

  Date:08/14/2024

  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.

  On 8/3 about 8am we went to the ace rental car counter and spoke to *****. We discussed rental options and needs. ***** gave us a quote for a week. Our credit line would not cover that amount so she reduced the amount by giving us a shorter term and stated that we could call and have an extension if we still needed the vehicle. She also provided us an email address to directly get in contact with her. We were pleased with ambers assistance. Two days later we called the number provided to do an extension and spoke to a representative. The lady on the phone was eager to assist so we asked for a rate for two more days the lady quoted us $76.80. Then after authorizing that amount to come off our card we continued our vacation. Two days later about 8am we called to do an additional extension. The lady on the phone stated that we were undercharged and in order to do a two day extension that we would have to pay over $700. We immediately told the lady that it was not acceptable, and asked what was the exact amount we were under charged, she put us on hold and then told us that it was over $100. And we asked why were we getting charged $700 for 2 more days. She couldnt answer so we returned the vehicle. We waited and did not receive our final statement or our deposit and an unauthorized charge was added to our credit card for $104.55. We called numerous representatives and received no help. Then a man named *** said that he would look into it because he claimed to be the supervisor of the Albuquerque region and gave us his personal cell phone number and stated he would call us back by close of business the next day after listening to the recorded conversation specifically looking for a $76.80 quote. When we called him on 8/14 he immediately stated that we signed a contract and we should have known and reducto entertain any of our needs. And then hung up. We know that it was his personal cell phone. We asked to speak to another supervisor but to no avail. We are asking for

  Business Response

  Date: 08/15/2024

  Hello ****, 

  Thank you for your feedback regarding your rental in *********** and the charges that were billed to you. Reviewing your account and the information, the charges are correct as they stand. The vehicle was kept for the additional time and you also agreed to add prepaid fuel, CDW, PAI, Roadside assistance, and SLI which is why the extension was $181.35. No refund will be awarded as you were billed for the time you had the vehicle with the additional services added. 

  Thank you

  Customer Answer

  Date: 08/15/2024

  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. 
  
  We we quoted 76 dollars for the extention and was never informed that we were under charged. 2 days later when were were going to extend again we were THEN told there was a problem. We dont work for ace and rely on a professional response to requests for assistance in charges. We immediately returned the vehicle when we were correctly informed there was a rate issue. We did not apporove a 104 dollar charge to our card and we were not informed that our 300 deposit was going to be taken. We feel that was a bait and switch. It is not our fault that *** has either poorly trained representatives or representatives that intentionally bait and switch for personal gains. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/13/2024

  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.

  Booked a car reservation on 4/3/24. Rental was for 7/20-7/25 for a 7 passenger vehicle (dodge durango or similar) for $548.69. When I arrived on 7/20 to pick up the vehicle, they said they had no 7 passenger vehicle (only a 5 seater pathfinder) and to go back to the airport and rent with someone else. I ended up having to scramble and book the cheapest option I could find. I ended up booking with Sixt but the cost was $747.03 which was almost $200 more than the service ACE promised but failed to provide.

  Business Response

  Date: 08/14/2024

  Hello *********, 

  Thank you for your feedback regarding your rental in ********. A member of the customer care team is reviewing your case and will be in touch directly soon to assist you further with your case. I hope you will allow ACE to assist you in the future. 

  Thank you

• Initial Complaint

  Date:08/12/2024

  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.

  Sat 8/10/24 our ACE rental vehicle was taken out of valet parking @ 1030a by valet driver ***** at ********************************. Upon entering and starting the vehicle for return to ***************************** to the airport ALL of the lights on the dash were on including the power steering and check engine light. The vehicle was not drivable as it had NO power steering at all. We proceeded to bring the valet driver over to the vehicle, she explained there was no issue when she retrieved the car and TWICE turned the vehicle off and back on to see if it would work. It did not as all of the dash lights including no power steering continued to be an issue.At this time we contacted the ACE rental location and spoke with a *******. This vehicle was not drivable at the time, we had a 205pm flight and were 28 miles from the airport. Valet driver ***** also spoke with ******* and explained to her the vehicle wasnt drivable and we needed to get to the airport. ******* put us on hold and attempted to get a manager but none were available. At this time ******* told us to get an **** to the airport, and she would send a tow for the rental vehicle, and reimburse us for the **** expense.Upon arriving on our flight home noticed that I had an additional charge of $400 from ACE rental car for them picking up the car at the hotel, in addition to an added daily charge of $57.72 as the vehicle was not returned when it was due to be. Nor did ACE reimburse me for the $110 **** ride as promised by ******* as I did send her an email of this receipt as requested. In addition I have made several calls to ACE requesting to speak with a manager on why this all happened. There have been none available, nor have they returned a single call with explanation. This companies customer service is beyond horrible, and I was charged an extra $567 for a vehicle owned by ACE that did not operate, nor could get me and my family to the ****** Airport in time for our flight due to no fault of my own

  Business Response

  Date: 08/13/2024

  Hello ******, 

  Thank you for your feedback regarding your rental in ******. Reviewing your case, I see that ******* explained that if the vehicle was towed and nothing was wrong with it you would be billed for the tow and additional time of the rental in addition the **** would not be refunded. ******* was contacted by ***** from the hotel and advised that the vehicle was working perfectly fine. When the vehicle was picked up there were no lights on and it was towed in. After a thorough maintenance check, no issues were found with the vehicle. Per your conversation with *******, you were billed the additional time and the tow charge. Unfortunately, no refund will be awarded. 

  Thank you

  Customer Answer

  Date: 08/13/2024

  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 

  I do not agree with the response because the vehicle did NOT work when we started it and needed to leave to return the vehicle and get to the airport in time for our 205pm flight. Please provide an explanation of what we should have done in this instance? And at this time ***** spoke with ******* and explained to her that the vehicle did not work and was not drivable. I have text messages from ***** confirming this that the vehicle did not work. I would like to know what alternative I had other than try to drive a vehicle that had no power steering in it at the time it was started.
  
  Regards,
  
  *********************************

  
  

  Business Response

  Date: 08/15/2024

  Hello ******, 

  As you did not purchase the roadside assistance from the location, you would have needed to arrange for the vehicle to be towed in yourself at your expense. As you did not have the vehicle towed personally, the location had the vehicle towed and informed you that if nothing was found to be wrong with the vehicle you would be charged. The vehicle went through a thorough maintenance review and no issues were found. The charge will remain, no refund will be awarded. 

  Thank you

• Initial Complaint

  Date:08/09/2024

  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.

  I had reserved a sedan (prepaid) and upon arriving at the office, they informed me that they did not have the car I reserved and my only options were to wait for a car to return (the agent could not tell me when one would be back) or pay an additional $280 to upgrade to a SUV. We had been traveling for 30 hours with a 10 month old and could not sit around waiting any longer. Therefore we took the upgrade. I talked to several people at the company about getting a refund, but to no avail. In my opinion, *** did not honor their side of the reserveration and should have covered the cost of the upgrade.

  Customer Answer

  Date: 08/12/2024

  I was able to speak to another supervisor at the ACE rental car location and she did end up refunding me.  Therefore, I would like to withdraw my complaint.  However, I am still concerned about the ethics of that office since they did not automatically waive the upgrade fee and it took me speaking with 4 different people to get refunded. 

  Business Response

  Date: 08/12/2024

  Hello *****, 

  Thank you for your feedback regarding your rental in ******. Reviewing your account I see that the upgrade fee was credited back to you before the close of your rental. 

  Thank you, 
  ACE Customer Care