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

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

• 

  Aligo Rent a Car

  8750 204 St Holiday Inn Express - Lobby Langley, BC V1M 2Y5

• 

  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

• 

  ACE Rent-a-Car

  212 Airport Rd Lewis Run, PA 16738

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:04/28/2024

  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 for one day and was charged a 1500 dollar deposit because I was a local renter. The car was returned exactly how the car was given to me, yes I have pictures and video showing this proof! They have yet to return my deposit of 1500. Instead of them holding the deposit they did a whole charge that was processed on Saturday when I rented the car on Wednesday so clearly they charge me instead of holding the deposit! If you pay attention to the reviews from previous customers they all have gone through this!

  Business Response

  Date: 04/29/2024

  Hello *****,

  The cost of the deposit is listed in our terms and conditions on our website: Local renter deposit is $1500. You returned the vehicle on 4/25 and the deposit can take up to ****************************** your account. 

  Thank you, 

  ACE Customer Care

• Initial Complaint

  Date:04/28/2024

  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 had a pre-paid car rental for their *******, HI location. We arrived at the exact time I had for the rental and was told they don't have any cars except a old minivan or a Jeep. Either case we would have to pay additional fees to their upgrade. I did not order a minivan or a jeep. I reserved a mid-size car. Every car agency has random mid-size cars to pick up. And every other rental agency offers a free upgrade to another vehicle if they happen to run out of the reserved vehicle. So now I had to pay double my rental to get a car. I would have used any other company for less but unfortunately I had already paid these clowns and there was no refund. My initial pre-paid rental was $171.56. Then I was forced to pay an additional $362.80 in order to get a vehicle. That's gotta be some violation or bait and switch here. 3 day car rental for $534.36 is a joke.

  Business Response

  Date: 04/29/2024

  Hello ******,

  Thank you for reaching out regarding your rental in Maui. I do see that you reserved a standard size sedan and were upgraded to a Jeep Wrangler. To be able to look into this further please email ************************************* with all your information and this will be reviewed further. As for the charges, $300 is the security deposit which is returned when you return the vehicle as long as there is no damage. The $62.80 is for the upgrade which brings your total to $213.89. 

  Thank you

• Initial Complaint

  Date:04/25/2024

  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.

  I rented a car through Priceline for a rental car at ACE in ********* and was quoted ****** from 4/2-4/8. I brought the car back with 3/4 a tank and was charged a full tank of $53.20 and an app fee of $19.95 for a total of $285.02. I was advised to bring the car back empty though I didnt use it all and didnt have time to circle Vegas until it was gone. I should have paid a total of $234.58 thats $13 for 1/4 of a tank of gas.

  Business Response

  Date: 04/26/2024

  Hello *******, 

  Thank you for reaching out regarding your recent rental in *********. I show that you opted in for the prepaid fuel option which per your signed rental agreement, there is no refund for unused fuel when you take this option. 

  Thank you

  Customer Answer

  Date: 04/26/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The only thing I was told my the agent ******* was to bring the car back on empty as it was cheaper for ACE to fill the tank.  He never explained to me that I would be charged a full tank of gas irregardless. I was just told to bring it back empty which I didn't as I didnt drive it that far. As far as signing this contract he should not have just scrolled through the screen just telling me to sign and initial items without truly explaining to me what I was signing. Poor customer service in his part. I would have NEVER agreed to be charged a full tank of gas without using a full tank of gas. Sounds like a bait and switch scam ACE has to make money off of customers. 
  Regards,
  
  *******************************
  

  Business Response

  Date: 04/26/2024

  Hello *******,

  You do see what you are signing for at the time as well as you receive a copy of your rental agreement prior to leaving the location which has the breakdown of charges on it. While I understand the frustration with the charge, no refund will be awarded as it was signed for. 

  Thank you

• Initial Complaint

  Date:04/24/2024

  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.

  This car rental location is lying to customers and telling them that certain insurance policies and toll road payments are requires by Colorado law, but this is not the case. The employees that over sell you these services get bonuses on their paychecks from ripping customers off and over charging them. They sent me 3 different invoices and are fraudulently people. They also have employees lie for each other and claim to be the manager and force you into paying higher prices. They have completely lied over many things and when looking at their website reviews I am not the only customer with these issues. When I called out this issue picking up the car they kept lying to me. Iv already spoken with **** the manager and she admitted that the employees get extra money, if they sell these services. The employees say its mandatory and its just not the case.

  Business Response

  Date: 04/25/2024

  Hello *********,

  Thank you for taking the time to reach out regarding your rental in ******. I have been unable to locate any booking information for you. If you could email ************************************* with all your information we would be happy to look into this further for you. 

  Thank you

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a ****** rogue and then they tell us its not available and give us another vehicle. The next day we tried to start the car and it turns over but would not start we called ace and they told us they can send someone but would take up to 6 hours I said I am on vacation not waiting that long and they said you can call and see if a jump will work and get a receipt and we will pay you back, we did that and the tow truck guy said there was previous issues with the car so so not turn lights on or run radio or ac mind you we are in *******! So when we returned the vehicle we presented the receipt for payment and they refused and told us to talk to management I said he is here tell him to come out and talk to me and he came out and said you have to call as we dont do refunds here, so we called and they said that only the manager can give refunds so they have been giving us the run around and all we want is what we paid for originally was the 110 bit not after all this mess and time we are requesting a full refund plus the 110. We are disputing this with multiple agencies until we receive what we are owed.

  Business Response

  Date: 04/24/2024

  Hello ****, 

  Thank you for reaching out regarding your recent rental in *****. Reviewing your account I see that the manager reviewed the call where no information was being provided to the agent to assist you, the agent was told that you did not have time to deal with this and you would just have someone jumpstart the vehicle. Upon return of the vehicle, the demand was made for a refund however the manager advised to email the receipt and information and he would look into this, you did not want to email him and only wanted a refund on the spot which does not occur as the manager does need to look into everything first. As you did not purchase the roadside assistance and did not want to wait or provide information so the location could assist you, no refund will be awarded for the jumpstart. Purchasing the roadside assistance covers in cases like this and if it is not purchased then any towing or assistance is up to the customer to cover. 

  Thank you

  Business Response

  Date: 04/24/2024

  Hello Team, 

  As additional information, here are notes from the locations manager after reviewing the call and the occurrence at the counter. 

  CUSTOMER CAME TO RETURN THE *** TO*** AND SHE ADVISED THAT SHE PAID $110.00 FOR A JUMP START IN THE ************, CUSTOMER ADVISED SHE CALLED THE ************ THE *** AFTER SHE PICKED UP THE *** TO INFORM THE VEHICLE BATTERY WAS DEAD. THE CUSTOMER WAS ASKED FOR HER ********************** AGREEMENT NUMBER AT THE **** OF HER ***** CALL WITH ***** AND SHE REPLIED SHE DID NOT HAVE THAT INFORMATION WITH HER AND SHE WAS NOT NEAR THE ***, ***** CONTINUED TO ASK HER FOR MORE INFORMATION IN ORDER TO LOOK UP HER CONTRACT SO WE COULD OFFER A VEHICLE EXCHANGE BUT THE CUSTOMER REFUSED TO PROVIDE HER INFORMATION SHE RELIED SHE DID NOT HAVE **** TO DEAL WITH THE VEHICLE AND THE DEAD BATTERY AND SHE TOLD LUCKY SHE WAS JUST GOING TO HAVE SOMEONE JUMPSTART THE *** AND HUNG UP.
  
  THE CUSTOMER PULLED UP TO THE RETURN AREA IN A VERY IRATE STATE REQUESTING A $110.00 JUMPSTART REIMBURSEMENT , SHE WAS ADVISED TO PROCEED TO THE RENTAL COUNTER. CUSTOMER CAME TO THE ********************** COUNTER WITH THE SAME IRATE DEMEANOR AND REQUESTED THE REFUND TO ******. ****** CAME TO MY OFFICE AND EXPLAINED TO ME THE CUSTOMER'S REQUEST AND I EXPLAINED TO ****** TO ADVISE THE CUSTOMER TO EMAIL ME THE RECEIPT AND I WAS GOING TO REVIEW THE CONTRACT AND THE *** BILL PLUS THE ***** CALL. ****** GAVE THE CUSTOMER MY BUSINESS ***D AND EXPLAINED TO THE CUSTOMER WHAT THE PROCESS WAS, THE CUSTOMER BECOMES IRATE AGAIN AND STARTED SCREAMING AT THE RENTAL COUNTER SAYING SHE WAS NOT LEAVING SHE WAS GOING TO MISS HER FLIGHT AND SHE WAS NOT GOING TO MOVE FROM THE COUNTER UNTIL SHE SPOKE TO ME OR WAS REFUNDED.
  
  I PROCEEDED TO THE RENTAL COUNTER AND SPOKE TO THE CUSTOMER WHICH AT THIS **** SHE WAS EVEN MORE IRATE AFTER SPEAKING TO ME, I HAD TO DISENGAGE WITH THE CUSTOMER HOWEVER THE CUSTOMER DID NOT AGREE AND WAS DEMANDING A WRITTEN STATEMENT FROM ME AND REQUESTING AN IMMEDIATE REFUND. 
  
  AT THAT POINT I TOLD THE CUSTOMER TO HAVE A NICE *** THE CUSTOMER WAS SCREAMING AND REACHED OVER THE COUNTER GRABBED A STAPLER AND THEN THREW IT BACK DOWN INTO THE COUNTER STRIKING THE COUNTER ***** AND THEN STRIKING THE COUNTER.
  
  
  THIS CUSTOMER WAS PLACED IN THE *** LIST AND WILL NOT RECEIVE ANY SORT OF DISCOUNT OR COMPENSATION.

  We will not provide any refund to the customer so this case does need to remain closed. 

• Initial Complaint

  Date:04/19/2024

  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 April 17, 2024 I rented a car from Ace Rent A Car at the **************************************** in *****, **. Upon arriving at the rental agency office, I was upsold to a larger vehicle by a female employee in the *** office. When I arrived downstairs in the garage, the ****** Pathfinder truck that was in space 35 had significant damage all the way around the vehicle. I walked to the office in the garage and told the male employee there that that I did not want to accept the truck because of the damage. He told me that I would have to go back upstairs to the rental office to change vehicles. The problem with that is that I have been fighting breast cancer since October 6, 2023. After traveling from ******** to *******, and then making the very long walk from the plane to the rental car office and then garage, I was physically exhausted and in tears. My daughter (age 13) who was with me, told me "mom, it's okay, let's just take it, it will be ok." Out of sheer exhaustion, I agreed with my daughter. Upon sitting in the car, the smell of ciggarette smoke was so overwhelming that it made mine and my daughter's eyes water and made us both cough. When i brought this to the attention of the *** employee in the garage, he then told me "it's too late, you have already accepted the vehicle." So we left. On April 19, 2024, I decided I would try to contact *** about the situation. The first male employee I spoke to at the ***** location was nothing less than rude and belligerent. After asking him twice if I could please tell him my situation, he told me "no" and hung up. I called again and spoke to someone else, he gave me a false email address and told me that I had already told him that I had cancer 5 times and I didn't need to tell him again and then he hung up. This experience has been beyond horrible.

  Business Response

  Date: 04/22/2024

  Hello *****, 

  Thank you for reaching out regarding your rental in ***** and the condition of the vehicle you received. We would be happy to look into this if you can email ************************************* with all your information. Regarding the service you received when calling in, please be assured this will be addressed with those agents by management directly. 

  Thank you

  Customer Answer

  Date: 04/22/2024

  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. 
  
  complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The Better Business Bureau needs to be involved in this case due to the degree of problems with the rental and the behaviors of the staff involved. I do not have the confidence that this issue will be resolved correctly if left to Ace Rent A Car alone. Pictures & videos available on request. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ACE rental car location in *********, NV fraudulently charges for services that are declined by the customer. We recently rented an SUV from this location from April 3 to April 10, paid for in advance through Booking.com. We verbally declined any additional services in person, and the agent (*********) verbally acknowledged that while scrolling through their digital contract. She had us sign in three places without showing us the text, which ultimately led to an additional $361 in charges (supplemental insurance which we did not need, as well as roadside assistance which we declined.) They also misrepresented how much we paid in advance - and all of these charges are currently being contested through our credit card company. We have tried multiple times and have been unable to get ahold of the ********* office. We called the corporate office and filed a complaint - and they were unable to issue a refund. We had rented from ACE in different locations before and this varied wildly from previous experiences. The ***************** and the corporate response follow up are both disappointing and reflect dishonest and unethical business standards.

  Business Response

  Date: 04/22/2024

  Hello ******, 

  Thank you for reaching out regarding your rental in *********. I was unable to locate your booking from the information provided. Regarding the prepaid amount, the third party you booked through takes a commission from what you prepay which is why what you see is less. ACE only receives the funds to cover the rental. If you can provide additional information regarding your booking I can look into this further. 

  Thank you

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising 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 from **************. This was a prepaid service. On the day I picked up the car at the airport, I was told my car was unavailable and had to wait for an unspecified amount of time, but could "upgrade" by paying for a more expensive model and be able to leave immediately if I did so. I declined, and proceed to wait for an hour before the car was ready. Upon return of the car, I was charged an additional $34.93 from the company for charges that are not clear on the receipt I was given. I have attempted to dispute the charges with my credit card company, but was informed that they "provided a receipt", which is the same receipt that does not explain what the charges are, as again, everything was prepaid. A quick search on ****** maps will show that many people have complained about this company, who is making underhanded charges to customers in order to make a profit.

  Business Response

  Date: 04/19/2024

  Hello *****, 

  Thank you for taking the time to write to us regarding your recent rental in ***************. Looking at your account I see that you were set to pick up at 11:30 and your contract was time stamped for noon. Regarding the charge of $34.93, this is for fuel as the vehicle was not returned full. Our fuel policy is like for like, whatever level you receive it at is what it needs to be returned at. Provided is your final invoice which is the breakdown of this charge. No refund will be awarded. 

  Thank you

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and though it should not have taken a month of multiple attempts resulting in contacting the BBB to receive a response for an explanation, I find that this response/resolution is satisfactory to me.
  
  
  

  Regards,

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

• Initial Complaint

  Date:04/17/2024

  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.

  ACE car rental refuses to give me my deposit on a car I rented and returned 20 days ago. They keep telling me its my bank holding the deposit but I have ******* and I know they would never do that. I spoke to a rep from my bank more than once and they said it has to be released by ACE RENTAL! No one from ACE will help me get my $300 which I really need now!!!! I will never ever rent from them again!

  Business Response

  Date: 04/18/2024

  Hello *******, 
  I have confirmed that the deposit was released from the hold on our end and has been zeroed out. You will not see a refund as it was only a hold so the pending charge just drops off. 

  Thank you!

• Initial Complaint

  Date:04/17/2024

  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.

  Booked through Priceline, -Picked up March 23 at 11:45 p.m.I took my copy of the car and marked the damages I seen on the car then, I showed the person you let me out of the lot the scratches on my copy he looked around the car and gave me a thumbs and let me out of the lot. The scratches where old and rusted.I drop the car off on March 29th showed the person my copy and he said I was good to go.Now they are claiming damage to the car and windshield of about $4,000. to my insurance company. There was nothing wrong with the windshield. They also too my $200 deposit. This place is a scam and I want my $200 dollar deposit back. These false claims can ruin my insurance claims and raise my rates.

  Business Response

  Date: 04/18/2024

  Hello ****, 

  I appreciate you reaching out regarding the damage claim on your recent rental. Unfortunately, once a claim is opened there is nothing on our end we are able to do and the $200 deposit is held until the claim is finalized. 

  Thank you