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 has 65 locations, listed below.

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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:08/02/2024

  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 July 8, 2024 my wife and I went to the Ace counter at ********************* airport to pick up our car reserved (Confirmation number PLS16053943) in advance. Even though the Priceline website only pictured cars the ACE Agent "******" said for the $66.65 he would only give us a truck. He claimed it was Supplier's Choice. Choice should be cars not Trucks. Next week you might just be offered a mule, so watch out . Clearly Ace is misrepresenting what they are offering! This has class action lawsuit written all over it ...Florida Attorneys! When I said I can't put my 93 year old mother in a truck he said sorry that is all we have but for extra money we can find something. When my wife spoke up, he said I am not talking to you and if you say another word I will cancel the entire reservation. She was the one who made the original reservation. When I asked to speak to a manager all of a sudden someone appeared with keys to a car. That car was filthy and clearly not cleaned. It had massive stains all over. We saw at least 5 other of the same model parked nearby but the person in the garage refused to let us have any of them. We were already very late to see my elderly mother so we left with the disgusting car and experience dealing with ****** the Agent at the counter.

  Business Response

  Date: 08/06/2024

  Hello ******, 

  Thank you for reaching out regarding your rental in ***************. The dealer's choice is any vehicle the location has set aside for your rental that day, this can include a sedan, truck, minivan, etc. If the offered vehicle is declined, any other option would be an upgrade and would have a fee associated with it. 

  Thank you

  Customer Answer

  Date: 08/06/2024

  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:08/01/2024

  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 25 I booked a standard vehicle (defined as VW Jetta or similar) from Ace. When I arrived in ***** on July 3rd, the agent stated he was upgrading me because they ran out of standard vehicles. This would include a $500 hold on my card instead of $200. When I located the vehicle (Dodge Charger), I saw scratches and dents and what appeared to be a windshield scratch in the shape of the wiper motion. I documented all of this on the paper that I was given and attempted to give it to the Ace garage worker. He refused to accept it and became angry with me. I had no choice but to leave. I was raining on our drive and became an extremely dangerous situation on the freeway with little visibility out of the driver-side. On July 7th, I returned the car and showed the Ace worker the broken windshield wiper. He apologized and then grabbed another worker to show it to her. She inspected it but refused to acknowledge me. I showed both of them the paper where I had marked everything when I originally got the car. I asked multiples times if there was anything I needed to do and he repeated, No, its not fault. The workers spoke to each other in Spanish, took my paper with the markups, and told me I could leave. On July 15th, I was shocked to receive an email from Rockport Claims asking how I planned to pay for the $1319.95 window repair. They kept my $500 deposit and were now attempting to collect the balance. I was given a vehicle that I didn't request that had a defective windshield wiper and windshield scratch, charged a 2.5x deposit for this car, and then reported to the claims department for pre-existing damages that they refused to acknowledge. Upon further inspection of the claim attachments, I found evidence of forged and embellished documents and withheld information in an attempt to support this erroneous claim. Witnesses have volunteered to support the incidents that occurred at Ace as well as the vehicles damaged condition upon exiting the facility.

  Business Response

  Date: 08/02/2024

  Hello *******, 

  Thank you for reaching out regarding your rental in *****. Unfortunately, with damage claims there is nothing ACE is able to do and it will need to be handled through insurance and Rockport Auto Claims. 

  Thank you

  Customer Answer

  Date: 08/02/2024

  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 claim Ace refers to is erroneous. Evidence proves they negligently rented me a damaged and inadequately maintained vehicle that put me and my childrens lives at risk. *** is now attempting to collect claims money on that hazardous vehicle. Their claim against me resulted from fraudulent and unethical practices including falsified and forged documents. Their response too this BBB complaint demonstrates their refusal to make it right and their attack on customers, which is consistent with online reports from hundreds of other customers. Unfortunately, I am now forced to pursue both civil and criminal legal remedies. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/31/2024

  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.

  We rented a car from Ace rental car ****** May 14th 2023. I had asked for a compact car but was given a white dodge charger which I thought was weird but I didn't complain. When we picked up the car it was raining really hard so we couldn't get a good look at the car. Once the rain stopped I noticed hail damage on the hood of the car. I took a photo of the car with damage once we got to our location and mentioned it to my wife. We went about the rest of our trip with no weather issues. We dropped off the car May 18th and the person checking the car in mentioned the hail damage. I showed him the time stamped photo and stated that it was already there when we picked up the car but didn't notice because of the rain. He said OK and we got on a plane and came home. A few days later I received an email from them about the hail damage. I told them the same thing I told the attendant at the lot. I never heard back so i assumed it was all taken care of and deleted the photos. Fast forward a year and I start getting emails from a collection agency demanding i pay over $8000 in damages for the car. I reach out to my insurance agent and they start a claim. After multiple conversations between the 2 my insurance company says they will not back down and claim i am at fault. They suggest we pay the claim to get it over with which I finally agree to do. Fast forward another 2 months and now they are asking for $500 more for admin fees, lose of use, and damage. A quick ****** search show that there was no hail storm during my 4 days in the ****** area. In fact the biggest hail storm ****** had all year happened a few days before we arrived. Now they are saying my insurance doesn't cover this new fee and I need to pay it. I have been getting non stop emails and phone calls from ***************************** asking for more money and it is getting borderline harrassment.

  Business Response

  Date: 08/01/2024

  Hello *******, 

  Thank you for reaching out regarding your rental in ******. Unfortunately, regarding damage claims there is nothing ACE can do and this does need to be handled through insurance and Alternative Claims. The initial bill is only for the damage whereas the second bill is for the loss of use from when the vehicle could not be rented out. 

  Thank you

  ACE Customer Care

  Business Response

  Date: 08/01/2024

  Hello team, 

  The customer rented over a year ago and as this is in regards to a damage claim ACE no longer handles the issue. 

  Please close the complaint. 

  Customer Answer

  Date: 08/01/2024

  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.]

  When I agreed to have my insurance company cover the damages I was under the impression from the collections agency that this year plus long saga and frustration was finally over. That is why we have insurance in the first place, so I was told by my agent to just settle and move on. Only to get another bill a month later. My insurance will not pay the bill for the exact same reason and the claims agency will not back down. Any damages, Issues, or fees should all have been included in the first bill. It can't be a coincidence that  they sent out a second bill only after we finally agreed to pay the first. It's not like this issue just happened. We are almost a year and a half out from when I rented the car. If this second bill is really about time lost while the car was getting fixed it would not have taken this long to come to me. It's just a way to squeeze more money out of the situation. We paid the over ***** for damage even though it was already there when we picked up the vehicle, but I am not continuing to pay for fees that just happen to appear after we finally caved and paid to try and move on with my life. 

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

  
  

  Customer Answer

  Date: 08/02/2024

  The issue was over a year ago, but I was not made light of the situation until a year after the trip. They reached out a few days after I rented the car and I explained to them the damage was already on the car and I had photos from after the rain stopped to prove it. Then I heard nothing until May 2024, when they sent a bill for over $8000. So yes while the issue stems from something that was over a year ago, my complaint is for something that was much more recent. Again, why did they wait a over a year to reach out to me to settle the dispute. I assumed it was all taken care of and deleted the photos that I told them I had to prove the damage was not done during the time I had the car. My insurance company recommended I settle to get them off my back and then they come at with with new charges. If the issue was over a year old why would there be new charges? wouldn't they all be in the original bill that my insurance paid? They are trying to extort more money out of this situation that was not mine to deal with in the first place. 

• Initial Complaint

  Date:07/31/2024

  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.

  I arrived on Wednesday July 24th to pick up my rental from the ************************************************ Ace Rent a Car location. I brought my valid drivers license which was recently renewed as required prior to my birth date along with the official state printout of renewal proof. I was told on check in to receive my rental that both of these documents would not be accepted and that I would need to make a new reservation under my wifes name and add me as a driver. They would not change my reservation to my wifes name and charged me more than 200 dollars more than my original reservation. My kids were hungry and the manager was out to lunch and I had no choice but to accept making a new reservation. I feel that if I had the appropriate and official state documents that police or any government would accept until I received my renewed license that Ace ********************** should have accepted it as well. If I had any doubts on this I would have reserved under my wifes name initially. The rep on check in told me the policy is on their website but I never felt I should check for this or even call to ask the question because my license according to the state of MN is valid and should have been accepted. I am very frustrated by what happened and the large extra expense and was also given a different vehicle, as apparently a full size sedan was unavailable even though I had one reserved. We had to cram our luggage into a small suv trunk and get worse gas mileage than the sedan. All in all , a very bad experience when I should have been allowed by law to get the rental under my original reservation.

  Business Response

  Date: 08/01/2024

  Hello ********, 

  Thank you for reaching out regarding your rental in LA. Unfortunately, we can not change names on reservations and in order for your wife to be the primary a new one does need to be made. Per our policies, we require a valid license and do not accept temporary or paper licenses. While I understand the frustration with the change in cost, the new rental did need to be made as the policies were not met. Unfortunately, no refund will be awarded. 

  Thank you

  Customer Answer

  Date: 08/01/2024

  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 provided legally acceptable driver's license documentation that is accepted Nationwide by law enforcement and therefore should be acceptable for my reservation and rental car or should at least be refunded the difference in cost for having to rebook
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/29/2024

  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.

  While renting a car from ACE, I was told by the desk clerk when picking up the car that I had the option of pre-paying for gas at $3.25/gallon (a fair price for the area). He represented this option as a convenience, so we could drop off the car and they would charge me for whatever car I had used. We had just finished talking about tollways and that I would *not* be driving very far during my 2 day stay. After returning the car, having driven a small amount, I was charged for a full tank of gas. When I called ACE, they apologized that I had been misinformed but refused to issue me any kind of refund. They stated that the policy was in the agreement that I signed. The paper agreement was presented to me AFTER I had paidnot that I would have read it at midnight, I relied on the desk person giving me accurate information. I was clearly misled, whether on purpose or not.

  Business Response

  Date: 07/30/2024

  Hello *******, 

  Thank you for reaching out regarding your rental in ******. As you signed the rental agreement and agreed to a prepaid full tank of gas, it is stated that there is no refund for unused fuel. 

  Thank you

• Initial Complaint

  Date:07/24/2024

  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.

  I rented a car with this company from July 15 to July 19 at ****** ******. The price of the car was 189 dollars, i got my invoice and the price was right. A few days later i get charged 693 dollars and I keep seeking for answers with no one able to tell me where are the additional 500 dollars coming from!! One rep told me ohh it might be a deposit and then another one said it was the final bill!! I need answers about what is going on now!!!! Next you wont hear about me, it will be from my lawyer!

  Business Response

  Date: 07/29/2024

  Hello, 

  Thank you for reaching out regarding the charges for your rental in ******. I see that a case is open for you and is being looked into. Once more information is available you will be contacted directly by email. 

  Thank you

  Customer Answer

  Date: 07/29/2024

  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 been trying to solve this issue for two weeks now! Receiving multiple emails saying that that invoice is my final charge. I need an explanation!
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/01/2024

  Hello *********, 

  Our team is looking into your account to verify the charges and ensure all billing is correct. You will receive an email once all information is collected and reviewed. 

  Thank you

  Business Response

  Date: 08/01/2024

  Hello team,

  We are in direct contact with the customer and there is nothing further regarding this complaint we are able to do here. 

  Please close this case. 

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/12/24 I returned a rented vehicle in acceptable condition to ACE car rentals in ****** ,**. The vehicle had been picked up on 5/5/24 at which time a $200 security deposit was charged to my credit card pending the acceptable return of the vehicle at which time it was to be refunded. The refund has never been processed despite repeated communications with an ACE representative. They now have seemed to stop any further communication.

  Business Response

  Date: 07/17/2024

  Hello ******, 

  Reviewing your account, the deposit was refunded on 5/12 at 13:46 in the amount of $231.57 to your card ending in 2789. The refund receipt is available here for you and no further refund is due. 

  Thank you

  ACE Customer Care

  Customer Answer

  Date: 07/20/2024

  I consider this complaint resolved and no further action is warranted. Thank you 

  Customer Answer

  Date: 07/22/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:07/07/2024

  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.

  Details:- 7/6/2024 - 5pm - Returned rental car free of garbage. Two small children spilled milk in the cup holders and there were some stains in the back as they definitely spilled milk but no inspection was done of interior before I took the car. - They charged me $250 for what could be cleaned with a wet wipe and there is no evidence I caused the back seat issues to the extent they claim.- They were rude and also told me they just started doing this surcharge (counter attendent). In the process the manager asked me to step ouside, leaving my special needs child inside and he got upset from the stress and vomitted throughout ****** all over a cleaning that should be done when a car is returned regardless.

  Business Response

  Date: 07/09/2024

  Hello ****, 

  Thank you for reaching out regarding the cleaning fee. It is stated in your signed rental agreement that if the vehicle is returned excessively dirty there will be a cleaning fee applied. Photos are taken after each renter and the stains were not present prior to you taking the vehicle. The cleaning fee will stand and no refund will be awarded. 

  Thank you

• Initial Complaint

  Date:07/06/2024

  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 20, 2024, I rented a 2023 Dodge Charger SXT through Ace Rent A Car (TPA), retrieving rental at ***** Airport, at 10:26 a.m. I originally rented through Fox Rental but upon arrival at ***** Airport, Fox would not accept the unforeseen $300 security deposit through debit. At this point, my friend and I were physically escorted to the rental desk of ACE Rent A Car because *** accepted debit. Therefore, our rental was transferred from Fox to ACE. ***'s agent clarified the standard rental process, unambiguously assuring the adequacy of my choice of insurance. After this unforeseen transition from Fox to ACE, my rental cost was escalated approximately $300, which I was ASSURED by ACE would be refunded upon return of car. Incidentally, I was subsequently refunded $272.87 on June 24, and in no uncertain terms I was advised by Rockport that it would NOT have been refunded if damage were alleged. During my rental, we were pulled over by PD and told that rental tags were seized. My travel partner is black and was treated rudely. This was traumatizing, unacceptable. Subsequently, I therefore disputed the rental cost. After multiple communications with ACE, I was inexplicably, fraudulently invoiced by Rockport Auto Claims, alleging a date of loss of 6-20-2024, for physical damage to the car for $1,540.65. This was clearly retaliatory.On June 23, the car was properly returned. We were unsure of protocol and agent aggressively, impatiently, and rudely instructed us to leave the motor running, and "get out of the car." We complied. Any physical damage alleged by ACE is fabricated and clearly fraudulent. The rude ACE agent examined the car, nothing at all was disclosed. Rockport assured me the refund of $272.87 on June 24 would NOT have been made had there been damage. Consumer Affairs reviews reveal this tactic is one used frequently by ACE. They are not transparent in their business dealings. My next step will be to seek legal intervention.

  Business Response

  Date: 07/09/2024

  Hello ****, 

  Thank you for reaching out regarding your rental in *****. As a damage claim has been opened there is nothing ACE is able to do and the claim will need to be disputed with Rockport Auto Claims directly. 

  Thank you

• Initial Complaint

  Date:06/25/2024

  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.

  I rented a car from the ************************** from Ace Rent a Car last week and we had a rock bounce up on the highway and shatter one of the rear windows of the car. I took the car back to them immediately and filed a quick glass claim with my insurance and the Ace manager told me that was fine and took a picture of the claim information and appointment. Safelite called me a couple days later and told me Ace refused service and had to process it through their claims department. Fine, I assumed they just wanted to nickel and dime their way into more money Today I got a email from their claims provider with an estimate for $1800 in damage plus a receipt showing they took my deposit on the car already and asking how I would like to proceed with the rest. The thing is the estimate on their part is blatantly fraudulent and includes body work and metal work and paint and all kinds of stuff that just doesnt apply to just the window being broken (Safelite was charging me $169 for the whole replacement). The pictures and the condition returned form that I filled out with Ace show the window was the only damage. I noted damage on the form I filled out before taking the car and their employee clearly noted the only damage when returning it was the window broken. They are refusing to remedy the situation and just asking for payment. I will not file a claim with my insurance or my credit card as this seems like blatant insurance fraud for existing damage that had nothing to do with me.

  Business Response

  Date: 07/02/2024

  Hello *******, 

  Thank you for taking the time to write to us regarding your rental in ***** and the damage claim. Unfortunately, once a claim is opened there is nothing ACE can do and it does need to be handled through your insurance with Rockport Auto Claims directly. You would need to request the information from them and dispute it through your insurance. 

  Thank you

  ACE Customer Care