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

• 

  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:04/16/2024

  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 this 2018 *** with 97k miles on it from Ace/Thrifty rental car *********** office after a referral from procelineI was very skeptical about the rental however I was skeptical with no other choice, as the rental office is no where near the airport and I had time constraints that required me to be in ******, ** by 7pm, which I had told ******* ******** who rented the car to me. Needless to say I did not even make it to my destination and the rear tire blew at mile marker 41 in Ms. on the interstate. I attempted several times to call the office with no response .one gentleman pulled over to help change the tire but there was not a spare or any type of repair kit, nothing in case of emergency. Eventually I called my insurance and the sent a tow truck and sheriff to wear I was. I ended up getting towed to a safe location where a mobile tire company met me and replaced the tire. In total expenses acquired prior to even reaching my destination was $95 for the tow and $295 for the tire. Im requesting to be 100% reimbursed. ******** says they have to do an investigation, I dont know what exactly she means by that but she gives me the impression that they are not trying to reimburse me. Referring to the blow out as just a flat tire. My life was put at risk renting me this car. They also have not refunded my $400 deposit yet. I have pictures of the tire, witnesses to the blow and where it happened, as well as receipts for what Im requesting to be reimbursed for. They are not responding to me at all.

  Business Response

  Date: 04/17/2024

  Hello ********, 

  Thank you for reaching out regarding your rental in ***********. Any time damage is done to a vehicle an investigation does take place regarding the cause. Once the investigation is completed you will receive your deposit back. As for the tow and tire charges, per your rental agreement customers are responsible for the charges once the vehicle leaves the lot. The location manager is reviewing to see the cause and to decide if the charges will be refunded. 

  Thank you

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I have no doubt that this company was well aware the car they rented me was not suitable to be driven. In fact I called the very next morning and she , ********, immediately became defensive with me saying the tires were just changed, the front tires that is and this was the rear tire.  That is a full blown tire. Not just a flat. And the gentleman who fixed it is more than happy to talk to whomever regarding the state of the tire. I want a refund. Look at their track record through reviews, which I should have did prior to even renting from them.  They should not be renting out a 2018 car with almost ****** miles and used tires without a spare for one. I not only have a financial loss here. My life was endangered by them renting that faulty equipment to me. 
  
  Regards,
  
  *****************************
  Regards,
  
  *****************************
  

  
  

  Business Response

  Date: 04/19/2024

  Hello ********, 

  I understand your frustration with the investigation however it does need to be done and there is nothing on our end we are able to do. This is something that will need to be handled with the location directly. They are looking into it and will let you know regarding the refund however it is in their contract that tires and tows are up to the customer to cover. 

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

  there is so much more to this than just the tire blowing. They have been rude to me, blew off my requests for the pics they took prior to me leaving the rental yard, and lied about the tire being new I have pic showing it DOT as 8/21. Also in my reservation I reserved a standard car the car they provided me was an economy car . Just overall awful customer service. I cant help but question anything they may be investigating. At the very least they should want to reimburse me for the cost of the tire. I dont even understand why you are replying to this complaint when you have absolutely no part in the situation. 
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:04/15/2024

  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 am writing to file a formal complaint against Ace Rental, located at ********************************************************************** Airport, for their failure to fully address the consequences of renting out a vehicle that was not legally cleared for use. While I appreciate the eventual refund for the boot removal fee, the lack of action towards refunding the rental fee and the significant negative impact on my stay necessitate further attention.On March 26, 2024, I rented a black ****** Sentra from Ace Rental through Priceline, with a scheduled return on March 29, 2024. Shortly before the end of my rental period, I discovered the car had been booted due to outstanding parking violations that predated my rental agreement. These violations led to an unexpected and significant charge of $391 to remove the boot, which I had to pay out of pocket to regain access to the vehicle.After several communications with Ace Rental, including interactions with their staff (*****) and management who were often unhelpful and dismissive, the company agreed to refund the boot removal fees. However, they refused to refund the rental fees, despite the vehicle being at risk of towing and having legal penalties unknown to me at the time of rental. This oversight by Ace Rental not only put me at financial risk but also severely disrupted my planned activities, including a professional conference which was crucial for my career and academic progression.The rental cost me $201.15, and the financial hold on my funds for over a week caused significant inconvenience and stress. This situation was exacerbated by the companys initial reluctance to acknowledge their oversight and their slow response in resolving the issues that their negligence caused.I am seeking a full refund of the rental charges from Ace Rental, in addition to a formal apology for the distress and inconvenience caused. Additionally, I Urge BBB to ensure Ace Rental improves handling of ******************* issues.

  Business Response

  Date: 04/17/2024

  Hello *****, 

  While I understand the stress and frustration with what occurred during your rental, the rental cost will not be refunded. The vehicle was taken and used during the rental time. The location did reimburse you for the charge to have the boot removed however no further refund will be awarded. 

  Thank you

• Initial Complaint

  Date:04/15/2024

  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 an unsafe vehicle from Ace Car Rental (*************************************************) on Tuesday 4/2/24 for a total of 5 days to be returned on 4/7/24. On 4/3, the car notified me that the tire pressure on the left front tire was low, so naturally, I added air to the tire at the gas station and no issues for the remainder of the day. After parking the car at my hotel overnight, the next morning on 4/4 I got into the vehicle and it once again stated it was at a PSI of 15. Since this was the second time it was super low, I took it to a tire shop to get the tire looked at. To our surprise, BOTH the front tires were on threads. LITERAL WIRE. The tire shop told me they legally could not put the tires back on and that I needed to replace them. Both myself and the tire shop tried contacting the rental company and they kept ignoring my phone calls. Since I was on a time crunch, I paid for the tire replacement myself to get going in the total amount of $167.22. The rental company finally gave me a call back 3 hours later and let me know that I could speak with the manager about getting the money refunded when I returned the vehicle. On Sunday 4/7, I returned the vehicle but no manager was available for me to speak with. The front desk ladies were super understanding and helpful and let me know theyd have the manager call me back on Monday 4/8. It is now 4/15 and I keep getting the runaround and I still havent gotten my money back. They gave me an unsafe vehicle and I need my $167.22 to be refunded. Every time I call, they place me on hold for over an hour and avoid answering my phone call. *** spoken to almost every employee and they have been very kind but the manager has not spoken with me and wont answer my calls. Adding that when I returned the vehicle, the front desk ladies were complaining about other vehicles not being able to be rented out for other issues such as expired tags, etc. Im not interested in giving them my business any longer. Just need my $$$

  Business Response

  Date: 04/17/2024

  Hello ********, 

  Thank you for reaching out regarding your rental in **********. Our team would be happy to look into this for you if you can email ************************************* with all your booking information and any photos you may have from the tire shop. We will also need a copy of the receipt from having the tire replaced. I hope you will allow ACE to assist you in the future. 

  Thank you

  Customer Answer

  Date: 04/30/2024

  The company has still not provided assistance. They reached out and did not assist. I need my refund. This is unacceptable. 

  Customer Answer

  Date: 05/02/2024

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

  The company has still not provided assistance. They reached out and did not assist. I need my refund. This is unacceptable. 
  
  Regards,
  
  ***************************

  
  

  
  

  Business Response

  Date: 05/06/2024

  Hello,

  From the information I show, the refund was provided to you on 4/29 and you notified us that this had been received. Unfortunately, there is nothing further that can be done at this time. 

  Thank you

• Initial Complaint

  Date:04/15/2024

  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 an Elantra SEL, VIN number *****************, from Ace Rent A Car, ********************************************************************* *****. I rented it from Jan. *****, 2024.I backed it into a snowbank causing a slight dent. I filed for insurance with *************************** They paid the all of the damage--about $980 promptly. They did not pay the $94.39 fee for loss of use because *** refused to provide proof of payment OR a vehicle use log. So, I think *** either didn't fix the car or didn't need it and it's just squeezing more money out of consumer. Stealing it, in fact. I would like that $94.39 back please. Thank you very much for your help! ****

  Business Response

  Date: 04/17/2024

  Hello ****, 

  Loss of use is applied to any damage claim as that vehicle was not able to be rented out during the time it was being repaired. Unfortunately, no refund will be awarded for this charge. 

  Thank you

• Initial Complaint

  Date:04/15/2024

  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 booked a reservation for a car rental in ********* as a pay on arrival through Priceline. Upon arrival at the pickup I was charged a higher rate for the rental stating that the since I didn't prepay that the rates changed. Nowhere was I notified of any changes to my itinerary until my arrival. $300 of the $640 I was charged is a deposit that I will get back on returning the vehicle, which I understand. I am looking to be compensated the difference between my quoted itinerary (which is attached to this) and what I was billed.

  Business Response

  Date: 04/16/2024

  Hello *****, 

  The difference in cost is due to you signing and agreeing to the purchase of the roadside assistance and loss damage waiver on your rental. These charges are final sale and no refund will be awarded for them. Provided is the signed copy of your rental agreement showing you signed agreeing to the charges. 

  Thank you

  Customer Answer

  Date: 04/16/2024

  Attached is my confirmation from Priceline that I was given for my rental. When I arrived I was told that due to me not prepaying that the charges were different and was told by the gentleman at the counter that they could not honor the prices I was given before arrival. 

   

  Nowheres did it state that rates could change before arrival otherwise I would have prepaid to get locked into my rates. 

   

  Customer Answer

  Date: 04/19/2024

  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. 
  
  

  Attached is my confirmation from Priceline that I was given for my rental. When I arrived I was told that due to me not prepaying that the charges were different and was told by the gentleman at the counter that they could not honor the prices I was given before arrival. 

  Nowheres did it state that rates could change before arrival otherwise I would have prepaid to get locked into my rates. 
  

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

  Business Response

  Date: 04/19/2024

  Hello *****, 

  The only change in cost I show is for the agreed upon roadside assistance and loss damage waiver. These charges were signed for and accepted on your rental agreement. Unfortunately, no refund will be awarded. 

  Thank you

• Initial Complaint

  Date:04/11/2024

  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 and paid ****** after being forced to buy additional liability car insurance even though I had already purchased insurance.****** refused to rent to me unless I purchased additional insurance ( he was setting me up) I returned the car in the exact conditions that I received it and I have pictures as well as ****** (the agent) acknowledging damaging. I called them asking about the additional $200 hold on my card and he then said I had an accident and I have already created a claim on the car. I told him that was not true and asked for the claim info so that I can contact someone and get this figured out. He refused to provide me the information and said I would have to call tomorrow and talk to the office. They wrongful charged my card and also fraudulently created a claim using my information.

  Business Response

  Date: 04/12/2024

  Hello *****,

  Thank you for reaching out regarding your rental in *****. The insurance you had purchased at the time of rental was only collision and liability is also required which is why you needed to purchase it. The $200 charge from ACE is held until the damage claim is finalized, at that time the $200 will be refunded to you. Damage claims are processed through Rockport Auto Claims who you can reach at ******************************* Unfortunately, once a claim is opened there is nothing on our end we can do. 

  Thank you

• Initial Complaint

  Date:04/10/2024

  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.

  Priceline trip number 508-289-305-18 purchase date 3/17/24 for $336.22. I was charged an additional $209.99 for insurance at car pick up on 3/27/24 even though I had insurance already through both my car insurance and credit card company. Ace's on-line policy states that purchasing additional insurance is optional (see picture of website- no where on any website did the policy state any mandatory additional requirements). However, I was told I could not leave with the vehicle unless I agreed to pay more after waiting in line for an hour and traveling for 12 hours with my hungry kids. I did not know where we were in Maui and how we would get another car with everyone on the verge of tears, so I accepted. I found in our unclean rental car (with the check engine light on) rental agreements from the previous two customers that showed they were not charged the additional insurance we were. I tried to call to resolve and my call was not returned. Additional concerns: 1) we were not sure if the customer service agent specifically picked us to mess with as they asked me confirmation if I was gay, 2) we picked Ace Rent A Car because on-line said they had shorter wait times than other agencies though had to wait in the sun 30 minutes for a shuttle, then had to ride the shuttle from the airport (though on priceline it said it was in terminal), then we had to wait 30 more minutes in line. This was misleading. 3) We were concerned about the safety of our vehicle in addition to being over changed which felt like it could have been targeted. It caused undue stress on our trip.

  Business Response

  Date: 04/11/2024

  Hello *********, 
  Thank you for taking the time to write to us regarding your recent rental in Maui. Per our policies, proof of full coverage insurance must be provided in order to decline the insurance at the counter. Your credit card did cover collision however no proof of liability was provided. I see that 2 calls were made regarding the insurance and you were informed that all insurance sales are final which is correct. Once they are signed for and agreed to on your rental contract, which it was on yours, it can not be refunded or removed. Regarding the vehicle, I do not show any information that issues were brought to the attention of the location to either switch out the vehicle or have it rectified. Unfortunately, no refund or compensation will be awarded. 

  Thank you

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The policy you referred to was not on-line, nor shared at the time of booking.  This needs to be available to customers beforehand so that we can provide proof, which if could have provided it if it was properly explained to me.  I called twice asking to speak with ****** and do not have a chance to explain my concerns regarding the vehicle.  Someone simply took a message for my call to be returned.  ****** called back once and left a messaged, I called back as soon as I received the message and no call was returned.  This stress negatively impacted my trip and continues to bear a time cost.  
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/15/2024

  Hello ****, 

  Per our terms and conditions both on our site and every site you can book with ACE through:  Any form of proof of insurance is accepted as long as the full coverage policy is transferable to the rental. ****************** companies are not accepted as they usually will not extend coverage to the rental vehicle. While I understand the frustration, no refund will be awarded for the insurance. 

  Thank you, 
  ACE Customer Care 

  Customer Answer

  Date: 04/17/2024

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

  I was not asked to provide documentation of full coverage insurance at check in, nor given any information beforehand to have those documents ready to show, as I could have provided these with notice/upon request.  All the information I was given beforehand was that insurance was optional.  It was not asked for at the time of check in, I was only told I had no other choice.  If you review the attachments of the other rental agreements I found in the vehicle, you will see those clients were not charged the ambiguous RPL fee I was.  I should have been charged what matched my receipt of $336.22. 
  
  Regards,
  
  ***********************

  
  

  Customer Answer

  Date: 04/17/2024

  *Has the company addressed the issue of the dispute?

  They have not.  

  *If not, why?

  They did not provide warning I would be charged additional fees of $219.18.  They did not ask for proof of insurance, nor give me chance to provide it.  Their policy on-line does not match what they are now claiming on BBB.  Insurance is clearly OPTIONAL in their policy statements.  What I was charged me does not match what they charged me at the timing of booking as promised.   

  *Has the company met the agreement they outlined in their response?

  The company has been unwilling to acknowledge the hurt they have caused. 

• Initial Complaint

  Date:04/09/2024

  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 were charged for fees that were due to the ignorance of the guy at the counter. he told us that we have to pay for sunpass which hiked up the original booking price. i told him that i spoke to ********* and they told me **** work in ******* but seems like those people at the counter were clueless. i actually called ezpass again after my trip and they confirmed that getting a sunpass was unnecessary

  Business Response

  Date: 04/10/2024

  Hello *****, 

  Thank you for reaching out regarding the charge for the toll pass during your rental in *******. Our policy is that person SunPasses or EZ Passes can not be used on our rentals and the vehicles are already tied to our account for tolls. You would not have been able to use your personal pass for your rental. 

  Thank you, 
  ACE Customer Care

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  thanks for initiating correspondence. I'm not happy with their response reason being that I did a prior booking and got an exact confirmation of what I will be charged. nowhere did it say that it is estimated, or that fees are not yet included. I've been renting cars from different rental companies for over ten years now and never had such an experience. most companies are extremely honest and do not add gimmicks. if ace doesn't accept credit card insurance they should specify that in advance, as well as if their cars are automatically connected to sun pass I should have been made aware of that before confirming. I knew I'm pay $96.01, and ended up paying over $200 due to surprise fees. I came prepared, equipped with my ********** and my credit card which always covers rental insurance. in addition, trying to reach them has been very difficult- unfortunately this was the best way to get a cordial response. I also mentioned when I tried calling and writing to them that negotiating and figuring out the details was not an option as this trip was solely to take care of my 96yr old grandmother who was awaiting our arrival. she was home alone and we needed to get there asap.

  i thank you for your time and willingness to help
  
  Regards,
  
  ***********************************

  
  

  Business Response

  Date: 04/18/2024

  Hello *****, 

  Your credit card insurance was accepted however that only covers collision and per our policies, collision and liability are both required which is why you were billed for liability. I understand your frustration with the toll pass and our policies on this, please be assured this will be addressed to ensure that all information is being provided. Unfortunately, no refund will be awarded for your rental. 

  Thank you

  Customer Answer

  Date: 04/18/2024

  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. 
  
  thank you for  your response. my frustration is evident because i consider myself and my dealings extremely honest and its extremely upsetting to have a dishonest encounter with a business. if you have different policies regarding insurance, that should be said upfront when making the reservation and not added as a hidden gimmick. in my experience of over ten years in renting cars i have never ever had an instance where additional coverage was needed. granted, you explained that that is your policy, but a bit too late. policies and mandatory fees are futile explanations when it doesn't match the original reservation total. I reiterate, nowhere did it say that it was estimated or approximate.  

  thank you for your time.
  
  Regards,
  
  ***********************************

  
  

• Initial Complaint

  Date:04/08/2024

  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 11/6/23, I rented a car from ACE Care Rental in ***********. This was not a pleasant experience by far. The first car smelled of smoke so bad that I could not sit in it. The second car I drove off the lot with but had to return it within 2 hours because the check engine light came on. The third car was moderately okay. I along with my sister return the car on Thursday November 9th. The Ace Rental Rep checked in the vehicle inside an outside with my sister and I present. No dashboard lights, no dents, or scratches. Everting was check as passing. On 3/12/24, I received an envelope in the mail from ******************** stating I owe $2,105.95 for ********* for lost time of vehicle. I called *************************, claims specialist from the ************** he proceeded to tell me that the check engine light came on the next day and the vehicle was taken to the dealership and *** was told that diesel gas was why the check engine light came on. I told ***** that I never put diesel in the car, why would I do that? He asked me if I had the receipts for the gas. I said it is four months later, why would I still have those receipts. I told him they were just trying to ******* money from me. I told him when I checked the vehicle in, there were no lights on the dash, so all of a sudden, the light came on the next day. I asked ***** had he or anyone tried to contact me about this issue, and he stated yes that he had called me several times. I told him he was a liar, if you called, why did you not leave a message if you are calling someone to get money. I pulled all my phone records from November 2023 - March of 2024, and I have no calls from PurCo or Ace Rental. My husband also researched and found out that if you are stupid enough (I am NOT) to put diesel in a vehicle, the car will immediately start to act up and shut down. So, tell me how it is possible that I drove over 40 minutes to the Rental ********** and had no issue with the car if diesel was in it.

  Customer Answer

  Date: 04/10/2024

  Their asking for $2,105.95

  For this location 

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

   I was trying to send it to the corporate office

   

  Business Response

  Date: 04/10/2024

  Hello *****, 

  Thank you for taking the time to reach out regarding the charge for wrong fuel on your rental in *******. Unfortunately, once a claim is opened it does need to be handled directly through PurCo. There is nothing further we are able to do on our end regarding damage claims once processed. 

  Thank you!

  Customer Answer

  Date: 04/15/2024

  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. 
  
  You are telling me that there's nothing you can do, because a claim is already submitted through Purco, why wasn't I notified before there was an actual claim?
  
  Regards,
  
  **********************************
  

  Business Response

  Date: 04/18/2024

  Hello *****, 

  The location did inform you that a claim was being made for your rental. Unfortunately, there is nothing further on our end we are able to do. 

  Thank You

• Initial Complaint

  Date:04/02/2024

  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.

  Booked an Ace car rental at ***** International Airport through booking.com and fully paid. While picking up the rental, *** representative said we needed to buy car insurance. We said we had full coverage on our family car policy, which covers rentals. Ace representative asked for our proof of insurance, checked something on his computer and said that we needed to pay for the difference between what our family policy doesn't cover and the coverage we needed to have on the rental, so we paid for Collision Damage Waiver. I just did confirm with my insurance agent that our family policy covers all damage/loss to rental with the same (generous) limits that we have on our family policy. So, we were lied to and coerced by Ace representative into buying unnecessary coverage for our rental.*** representative also asked us where we were staying and where we were going to drive. We said we were staying in ********, ** and were going to drive around ******** and from/to the airport. He then suggested that we buy all inclusive tolling pass, so we don't pay for individual tolls. Turns out, there are no toll roads in Aventura, so we were again lied to and coerced into buying something useless.All of that cost us $293.92 in addition to what we already paid for the rental itself when we booked it. Rental Agreement No. **********, we picked up the car on 03/19/24 and returned on 03/26/24. Our family car policy is Farmers, policy number *********. We are requesting a refund.

  Business Response

  Date: 04/04/2024

  Hello *******,
  I appreciate you bringing this to our attention so that we can review your case regarding this matter. I would love to look into this further if you can email the customer care team directly with your information and proof of your insurance you showed at the time you picked up from ****************** By emailing we will be able to directly communicate with you and can look to rectify this situation. 

  Thank you

  Customer Answer

  Date: 04/05/2024

  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 suggesting I email their customer service directly, but they haven't even provided the email I should use. I already provided the name of my insurance and the number of my policy, however, I am attaching here the insurance card they requested. My personal information is on this insurance card, and it is also on my contract with ACE, Rental Agreement number **********. I would like to get this resolved through BBB and not go directly through ACE customer service.
  
  Regards,
  
  Valeari ******
  

  Business Response

  Date: 04/10/2024

  Hello Valeari, 

  The proof of insurance you provided does not state what your policy covers or that it covers a rental vehicle. Per our policies:  Proof of FULL INSURANCE COVERAGE that will transfer to the rental vehicle must be presented at the time of pick up. Otherwise you must purchase collision coverage and supplemental liability insurance at the rental counter. As no proof was shown of full coverage that covers a rental vehicle was provided the charges will stand and no refund will be awarded. You are welcome to email ************************************** to dispute the charge further however the charges were accepted and the insurance was used to cover the vehicle for the full time. 

  Thank you

  Customer Answer

  Date: 04/15/2024

  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. 
  
  If "Proof of FULL INSURANCE COVERAGE that will transfer to the rental vehicle" was needed at the time of pick up, your ACE representative should have known about it and requested it from me, don't you think? I could have gone into my insurance online account and pulled it at that time. Instead, your ACE representative took the proof of insurance card that I had, pretended (from what I now understand) to check my coverage online using this card and informed me that there is a discrepancy between my coverage and what is needed for pick up.

  Since it is the first time in my almost 60 years that I'm hearing about needing "Proof of FULL INSURANCE COVERAGE that will transfer to the rental vehicle" at the time of rental pick up (as the proof of insurance card had always been enough), I did not have the full document with me. Again, I could have pulled it from my online account right there. Instead, I was coerced into buying unnecessary coverage by your ACE representative.

  The same goes for the unnecessary all-inclusive toll charges that I was also lied to about needing and coerced into buying - I stated this in my previous message and you did not even address this issue in your response.

  
  Regards,
  
  Valeari ******