Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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.
145 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/25/2024
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.
Priceline trip number 573-391-355-18 Purchase date Jun 18, 2024 Payment method **************** (1007)Billing name Kirill ********** Daily rate $36.75 Number of days 6 Taxes and fees $146.75 Car subtotal $367.25 Collision damage coverage $78.00 Pick-up Sat, June 22 1:00PM Drop-off Fri, June 28 1:00PM Location ACE *************** Airport (CHS)******************************************************** *************** How to get there Confirmation number POV16027145 Hello my name is *****************, on June 18 I have booked this car rental with Ace, and paid for it. When I arrived to ********** airport on June 22, I called Ace, the lady on the phone told me to wait for their shuttle outside. We have waited for over 20min, and the shuttle passed us by and didnt even stop. So I called Ace the second time, and the lady told me that we shouldnt even come to the office, they are out of cars. When I asked to speak to the supervisor, the lady said they dont have one! What kind of business is that???!!! My reservation was confirmed and fully paid. They just told me to take it up with Priceline. I had to find another car rental on the spot which cost more money. I still didnt get my refund! I would like my refund plus the difference I had to pay for another rental. Thank you
Business Response
Date: 07/02/2024
Hello Kirill,
Thank you for taking the time to write to us regarding your rental in **********. Regarding the refund for what was prepaid, this will need to be handled through Priceline as your paid them for the booking and as the rental was not used ACE did not receive the funds. For the refund for the difference in what you paid for the rental with another company, please email us at ************************************* with all your information and the final invoice for the rental you did have and we will review the information.
Thank you
ACE Customer Care
Customer Answer
Date: 07/02/2024
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.
Hello, when I contacted Priceline, I was told that they wont release my refund until they get a confirmation from your company that there were no cars available, please provide that response. My final bill from ***** is attached in this complaint and thats the amount Im seeking to get back. I dont feel comfortable dealing with your company directly, its proven to have no integrity when it comes to agreements. I will prefer to resolve this issue through BBB. Thank you. Kirill Provide details of why you are not satisfied with this resolution.]

Regards,

Kirill Sokhonchuk
Business Response
Date: 07/09/2024
Hello,
From our records, Priceline has not reached out to us for more information regarding your booking. It is protocol that they reach out to us directly for verification.
Thank you
Customer Answer
Date: 07/10/2024
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.
Hello, I called Priceline again today and they were finally able to process my refund. Please address the second part of my complaint and provide the refund for the difference that I had to pay, due to Ace not fulfilling my booking or notifying me about their inability to provide a car. Btw, I was never even offered an apology from Ace on all the stress that was caused by their poor business practices. Will never do business with *** again.
[Provide details of why you are not satisfied with this resolution.]

Regards,

Kirill Sokhonchuk
Business Response
Date: 07/12/2024
Hello Kirill,
In regards to the difference you had to pay, you will need to email ************************************* directly with your information and the final invoice for the booking you did have with another company so that it can be reviewed.
Thank you
Customer Answer
Date: 07/15/2024
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. Like I have mentioned multiple times, I dont trust that your company will refund it unless BBB is involved, you guys dont seem to care for your customers whatsoever. I will email them today. But I will keep this complaint open until its resolved.
[Provide details of why you are not satisfied with this resolution.]

Regards,

Kirill Sokhonchuk
Initial Complaint
Date:06/21/2024
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 7--JUNE 10 I RENTED A CAR AT THIS ACE RENT-A-CAR LOCATION. UPON PICKUP, I CLEARLY TOLD THE ***** I ALREADY HAVE MY RENTAL CAR INSURANCE ON MY CREDIT CARD, NO NEED TO BUY ADDITIONAL PROTECTION PLAN. AFTER DROP OFF (RETURN), I NOTICED THERE IS A RLW CHARGE OF $29.99 PER DAY TOTAL IS $******. I NEVER AGREE TO PAY IT. THE RENTAL ***** PLAYED A TRICK, ADD IT WHEN I HAVE NO IDEA ON IT. I NEED THIS ****** BACK TO MY CREDIT CARD!
Business Response
Date: 06/25/2024
Hello *******,
Thank you for taking the time to inform us of your recent rental. Credit card insurance is only collision and per our policies you must have collision and liability which is why you did need to purchase this. Unfortunately, no refund will be awarded as this is a valid and required charge.
Thank you
Initial Complaint
Date:06/20/2024
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 rented a car through Priceline for Ace. I know I selected dealers choice as it didn't matter to me what type of 5 person sedan I got. Upon arrival I was told the only car they had available was a big van for 9-15 people. I told them my ************ were the only 2 ********** demanded a car as that's what site offered. Immediately this guy said well for an upgrade we could get you a Camry. $15.99/day extra for 8 days, meaning it was $129 more! I accepted it because I didn't have a choice, we were at LAX & needed to drive to my son's house 3 hours away. When I returned the car I tried to speak again to a man but he told me that I had to speak to the original man & then there was nothing that they could do for me. Once arriving at home I emailed Ace Corporate at their response was I agreed to the *************** was nothing they could do. Isn't it against the law to use bait & switch for them to demand more money for original was settled up on. All I asked the home office was to refund the extra charge of $127.92. I had already agreed to pay $386.92. I have added my original order & what I actually paid & also from Priceline that shows dealers choice is for a 5 person vehicle not a van for 9-15! Absolutely horrible company! Please help me hold them accountable for their bad business practices.
Business Response
Date: 06/25/2024
Hello *****,
Thank you for taking the time to inform us of your recent rental in LA. The dealer's choice is any vehicle the location sets aside for your rental that day, this could be a truck, minivan and even a passenger van. If the offered vehicle is declined there is a fee for any vehicle that is then accepted after. Unfortunately, no refund will be awarded for the upgrade.
Thank you
Customer Answer
Date: 06/25/2024
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.

Why then did dealers choice show a 5 person vehicle & not 5+? How is it that I could have rented a Camry for the same time period for $305? But yet they charged me $532 for the same vehicle? Bait & switch is illegal!!

Regards,

***********************
Customer Answer
Date: 06/28/2024
I am extremely excited to report that Ace Rental Car actually met me half way & refunded half of the additional charge!! Please if at all possible way could you add this to my complaint post so that they get credit for doing the right thing & compromising with me!!! Thank you all so much for what you do to protect us!!!!
Initial Complaint
Date:06/17/2024
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.
Charged us almost 200 dollars more, they pressure people into buying an extra insurance, without being clear about the charge fees being daily, instead of a one time fee. I was told it was only a one time fee, Then when car is dropped off they end up charging more. I tried to dispute the charges and they said they will listen to the recording and never did. I have tried to reach out to them multiple times without success. They are stealing peoples money by adding hidden fees and confusing people. I gave them a bad review in ****** and found out multiple people had experienced the same thing as me. Their customer service is horrible, they lie and do not follow up on their word. I have sent e mails, called and they have not responded to my claim. When I was waiting for my car a lot of people were complaining for the long lines and their services.
Business Response
Date: 06/18/2024
Hello *****,
Thank you for taking the time to write to us regarding your recent rental in *********. The *** coverage was signed for and you did receive a copy of the rental agreement with the charge prior to leaving the location. There is no charge for an additional driver on your invoice. Unfortunately, the *** will not be refunded as it was signed for and accepted.
Thank you
Initial Complaint
Date:06/14/2024
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 reserved a rental car with ACE at FLL as a package deal with price point. These extra charges were not explained to me. I had a voucher, and I thought that I would just have to provide a $200 refundable deposit. Boy, was I wrong. The cost for a booster was high. If I would have know this, I wouldn't have got one here. It would have been cheaper to purchase one. The guy checking me in stated that the booster was included. Also, I was charged $30 for a daily extension fee that I have no idea what it means. I never extended my reservation. Don't fall into this trap that I did. I will never rent from ACE again. I travel frequently and never had a problem with any other company. My receipt also states no refund. I believe this is a mistake and I should be receiving money back.
Business Response
Date: 06/17/2024
Hello *****,
Thank you for taking the time to write to us regarding your rental in ***************. The customer of the child seats is in the terms and conditions prior to rental on all sites for ACE. The daily extension fee is only applied to your contract and never billed to you. It is only placed in the event you do want to extend, it locks in your rate. As you did not extend it was credited to your contract and never billed to you. The final cost of your rental was $131.25 including the child seat.
Thank you
Customer Answer
Date: 06/21/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************
Initial Complaint
Date:06/12/2024
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 rented a car from the ATL airport on 5/28-6/1 for $22 a day. When I got to the desk, the agent was very pleasant to speak to. While I was at the car center, their agent forced me to get the supplemental liability coverage and denied me the opportunity to provide information about my full coverage through AAA. I told her I had full coverage. All full coverage insurance covers ALL rental cars. This proof of insurance was never asked for. When I seen the amount on my bill, I thought it was the $300 deposit, $22 a day and tax and fees.The very next day (5/29) after I checked my bank account, I saw a $300 deposit and a $482.25 charge, I immediately called the number on the agreement. I told them I didnt not want the ******************* and I have full coverage with AAA. The lady I spoke to insured me a supervisor would call me. I called again with the same story on 5/31, 6/4, 6/6. Each time the agent I spoke with told me a supervisor would call me back. I filled out a complaint from their website. On 6/10, I decided to chat online with an agent. Finally someone called me to say, sorry you signed the agreement. I couldnt answer the phone as I was at work. I just want to get the money back from the insurance they added. Which would be $270.
Customer Answer
Date: 06/13/2024
I finally got a hold of the supervisor yesterday 6/12/2024 after calling 4 times, filling out a complaint form and chatting with the online chat.

He said, since I called ACE rental the following day 5/29 (they have records of this) and called 3 other times without getting this resolved, he decided to only charge me for one day of insurance. Im supposed to be getting a refund now.
Business Response
Date: 06/13/2024
Hello *********,
Thank you for taking the time to reach out to us regarding your rental in *******. After the charges were reviewed, as the insurance was signed for and accepted as well as in your interaction with the agent personal insurance was not mentioned, no refund will be provided.
Thank you
Customer Answer
Date: 06/14/2024
After 5 phone calls, filled out an online form and chatted online with ***, I finally got a hold of a supervisor. Hes going to only charge me for insurance for one day since I called the following day. He refunded me $251.
I believe they did the right thing even though I had to fight for it.
Customer Answer
Date: 06/20/2024
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.]
After 5 phone calls, filled out an online form and chatted online with Ace, I finally got a hold of a supervisor. Hes going to only charge me for insurance for one day since I called the following day. He refunded me $251.
I believe they did the right thing even though I had to fight for it.

Regards,

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

Business Response
Date: 06/25/2024
Hello *********,
I am glad to hear that the insurance has been refunded to you and that this issue has been taken care of.
Thank you
Initial Complaint
Date:06/10/2024
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.
Car rental price from advertising and the actual price charged was different 1.) advertising/ booking price - $80.41 2.)actual charged price - $ ****** 3.) not providing proof/ full official document to pay Metro ******************** violation 4.)threatening with text messages and sending email 5.)high amount of hidden fee charged
Business Response
Date: 06/11/2024
Hello Win Mar,
Thank you for taking the time to write to us regarding your rental in **. I show that you signed accepting full coverage insurance which is the difference in your rate.
Thank you
Initial Complaint
Date:06/10/2024
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 purchased the rental car through a third party. I had originally purchased the extra insurance. Then my agent told me to cancel it and use my personal insurance as I had the coverage. Since I purchased it through a third party that is who I contacted. They emailed me confirming I wou0ld be refunded. When I picked up the car the man charged me for it saying it was all going to be refunded when the car was returned. They refunded me 300 of the 370 they charged me. They are saying I never told them I would need to use my own insurance. When in fact I had printed off and brought in my declaration page to prove my coverage. And let the man know that was my intention. I can't get ahold of the manager to even discuss it. I've been on hold for over a hour now. And their chat service told me I needed to contact the location.
Business Response
Date: 06/11/2024
Hello ******,
The PDW is not coverage but waives the out of pocket fees should there be an accident resulting in collision charges. This is an optional service that was signed for and accepted. Unfortunately, as the rental is closed, no refund will awarded.
Thank you!
Initial Complaint
Date:06/06/2024
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 booked a car through Priceline with ACE rental a car at *********************************, total cost $195. When picking up car at the counter, I was charged $353. I was charged for RLW, an optional item on their paper work. The staff at the front desk, a male and a female, forced me to sign the purchase for this item about $29 dollars a day extra to my initially reservation, even after I explicitly indicated that I have full coverage auto insurance and show them my auto insurance information. I want ACE rent a car to reimburse me for that that extra charge I did not opt to purchase.
Business Response
Date: 06/07/2024
Hello ******,
Thank you for taking the time to write to us regarding your rental in ****. Looking at your account I see that the insurance has already been refunded to you.
Thank you
Initial Complaint
Date:06/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from ACE ******* from May 29- 31st. While I was at the center, their agent forced me to get the supplemental liability coverage and denied me the opportunity to provide information about my full coverage through Geico. He said it was required by the company to purchase the liability insurance. Since this was my first time renting with ACE, I really thought it was their policy so I agreed. However, upon closer inspection of my rental agreement and ACEs policy on their website, I realized it wasnt mandatory but rather optional. I immediately called the company back to inquire about a refund of the $59.97 cost for the optional liability insurance. I was assured that I would be able to get a refund when I returned the vehicle. I returned the vehicle on 5/31/24 and again inquired about a refund, but was told to email the following email **************************************** and a refund would be provided to my original form of payment. I immediately emailed and received the following response "Hello, we can never approve any refunds or adjustments on coverage. The service was provided and signed for on the original contract. Thank you."I'm frustrated because I was victim to their shady business practices and lied to about getting a possible refund. It's truly about the principle. No need to lie to customers to get extra money out of them and then in addition to make promises they cannot keep. The email response didn't provide any sympathy, so I really want a refund. I'll settle for a partial refund of the $59.97 as soon as possible. Thank you so much.
Business Response
Date: 06/03/2024
Hello *******,
Thank you for taking the time to write to us regarding your recent rental in *******. Looking at your account I do see that no proof of insurance was provided and per our policies, if proof is not provided you do need to purchase the coverage. The information to decline the coverage is provided prior to renting in our terms and conditions. Unfortunately, any refunds are up to the location and as they advised no refund, we will not be able to provide any refunds.
Thank you,
ACE Customer Care
Customer Answer
Date: 06/03/2024
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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

ACE Rent A Car is NOT a BBB Accredited Business.