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:03/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from ace rent a car on December 13 2023. I paid for all of the insurance comprehensive and liability to protect me from any and all issues that *** occur. While I had the vehicle it got a small chip in the windshield from a rock. And now they are harassing me to pay for a new windshield. Again I paid for all the insurance they provided for said vehicle and they are refusing to work with my insurance company who undoubtedly is willing to pay the claim. They have rockport auto claims calling me stating that I need to pay. I don't feel I owe anything since I did already pay for said insurance.

  Business Response

  Date: 04/01/2024

  Hello ****,

  The insurance you purchased does not cover windshield or tire damage. In this case you would need to handle the claim through Rockport and your insurance provider. 

  Thank you

• Initial Complaint

  Date:03/29/2024

  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.

  2/29/24 received confirmation from priceline of rental car rate $218.05. At Ace rental was charged $245. After returning car received invoice from Ace for $520.89. This included a $59 charge for tolls which I agreed to. They charged me $9.99/gallon for ******************************************************************** option to pay up front. Secondly the tank was over 1/2 full. It would not hold 20 gallons. They also charged and additional $115 in taxes.

  Business Response

  Date: 04/01/2024

  Hello Hope,

  Thank you for taking the time to inform us of your recent rental experience in *******. Reviewing your account I do see that the toll pass was signed for and accepted on your rental agreement. Regarding the fuel charge, it is in both our terms and conditions as well as in your signed agreement that fuel is like for like. You have to return the vehicle with at least as much fuel as you were given it at. The vehicle was returned at 3/18 which is why you were billed for 20 gallons of fuel at the agreed upon rate of $9.99/gal. The charges are valid and will stand for your rental. 

  Thank you, 

  ACE Customer Care

• Initial Complaint

  Date:03/27/2024

  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 would like to file a complaint against ACE Rent a Car for deceptive and unethical business practices. My family rented a car from ACE (Ref: GTV14791142) at *** via GotRentalCars.com (Ref: *********) for Sept ***** while in ** for my uncle's funeral. My mom picked up our car the evening of Sept 20 and drove to her sister's house in LA. *******, she noticed an odor but was focused on getting to her sister to support her in her loss. It wasn't until my sister and I arrived the next evening that we noticed what had become a rancid smell. We examined the car and noticed a massive stain in the backseat (see photo). This discovery was disgusting and it meant we wouldnt be able to transport my aunt to and from the funeral events as we had planned. In the morning, we called ACE for help. They told us to drive back to *** to exchange the car, but that was impossible as funeral celebrations had begun. We agreed to keep the car in the hotel lot undriven and would return it at the end of our agreed upon rental period, at which point we would be reimbursed for the car we couldnt use. However, when my mom returned the car, she was charged full price.My family was misled by ACE. They withheld information about the vehicle's condition in order to make a profit. Upon further research, I found numerous complaints from other customers who also feel scammed. 69 out of 75 reviews on TripAdvisor rank their experience as terrible." Out of the ***** reviews on Yelp, *** has earned 1.5 stars with the vast majority of the reviews naming feeling scammed by the company.It is unacceptable for ACE to rent damaged and/or contaminated vehicles to trusting customers. I am asking that you look into this pattern of negligence and dishonesty by ACE Rent a Car and demand they change their business practices to prioritize ethical treatment of customers. Please take action so that other families are not put in similarly disrespectful and repulsive situations. Thank you for your time.

  Business Response

  Date: 03/28/2024

  Hello *******,

  Thank you for taking the time to inform us of your rental experience in ** in September. I do see that the location provided a discount to you on your rental as well they also offered to exchange the vehicle which was denied. As the vehicle was kept and a discount was offered, no further compensation or refund will be awarded for your rental. Additionally, all vehicles are inspected by an agent and the renter prior to leaving the lot. At this time the stain would have been seen and a different vehicle could have been requested. I hope you will allow ACE to assist you in the future.

  Thank you

  Customer Answer

  Date: 03/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ACE provided us with a 25% refund. Because the car was 100% unusable for our purposes due to ACEs negligence, we are asking for a 100% refund. ACE failed to adequately inspect the interior of the vehicle prior to renting to my family. We ask that ACE take full responsibility for their negligence. 

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

  
  

  Business Response

  Date: 04/01/2024

  Hello *******,

  Unfortunately, as the discount was given and an exchange vehicle was offered no further discount or refund will be applied. 

  Thank you

  Customer Answer

  Date: 04/03/2024

  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. 

  ACE Rent a Car has failed to take full responsibility for their negligence.  

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

  
  

• Initial Complaint

  Date:03/26/2024

  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 purchased a 2-day car rental from ACE Rent a Car *** Airport on the morning of 3/15/24 for a business trip in **********, **. On the 1st day of the rental (3/15/24), we drove to our destination and parked the car but were unable to lock it. Pressing the locking mechanism on the key fob resulted in a high-pitched noise and only three of the four doors locked. We had a business meeting to attend so we called *** to find out what we should do. The *** representative was unable to advise on how to lock the car and it was decided that a replacement car would be dispatched to our location. In checking ****** Maps, which accounts for traffic conditions, we saw that *** was about 35 minutes away but 2 hours elapsed and no one showed up. Meanwhile, we missed our 1st meeting. When we called *** again, they claimed that they were en route from *** Airport but still 40 minutes away due to traffic. Again, checking ****** Maps, there was no indication of an unusual traffic delay. While continuing to wait, we kept trying to lock the car and it eventually worked. We called *** a 3rd time to tell them that the locking mechanism had started working. The representative said that the battery in the key fob was probably low or defective and it was decided that the replacement car would be cancelled. By this time, we had missed our second meeting as well. The key fob continued working until we returned the vehicle on the morning of 3/17/24. Half of our business trip was ruined by the defective key fob and the lack of a prompt response from ***. Upon returning the car at *** Airport, we requested a 50% refund but the person who took the car said that we would have to call the management office when we returned home. We called *** on 3/18/24 and spoke to *********. She took the details of our complaint and said that someone would call to discuss the situation but that was over a week ago and we have not heard from anyone. Our total cost was $151.16 and we seek a 50% refund of $75.58.

  Business Response

  Date: 03/27/2024

  Hello ********,

  Thank you for taking the time to write to us regarding your recent rental in ******. The location was willing to bring you a new vehicle at no cost however you decided to keep the vehicle you had. No compensation will be awarded for your rental. 

  Thank you

  Customer Answer

  Date: 03/27/2024

  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 was unable to provide a replacement vehicle in a timely manner and caused us to miss two important business meetings. They kept saying that a car was on the way when, in fact, it was not. After waiting nearly two hours, they claimed to still be 40 minutes away. As you can see from the ****** Maps images we included, the trip from *** to our location was less than that! We were repeatedly lied to after receiving a car with a defective key fob. We should not pay full price for partial services and any business that insists on that is extremely unfair. You can't ruin someone's business trip by supplying defective equipment, not replacing it in a timely manner, and then expect them to pay you in full. We are currently willing to pay 50%. If this is not acceptable, we will decline the entire charge.

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

  
  

  Business Response

  Date: 03/28/2024

  Hello ********,

  Unfortunately, As the location was willing to offer an exchange which was declined and the location was unable to recreate the issue upon inspection, no refund will be awarded. 

  Thank you 

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business does not "choose" to recreate the scenario but that doesn't mean it didn't happen. Checking phone logs is an easy thing to do and there were numerous calls from us to ACE that afternoon. We were forced to decline the replacement car after waiting for hours in rain because we had no confidence that your driver would ever arrive. Each time we called we were told that it was "on the way" when, in fact, it was not. The correct action is to apologize for ruining half of our business trip by renting a car with a defective key fob and to take responsibility.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:03/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my rental through a third party. Rental car picked up on 3/22. I do not have my own. personal insurance so the employee behind the counter sold me Ace Rent a Car's insurance policy. My rental car was damaged due to a hit and run. I filed a police report immediately, along with calling the rental car location to update them on the situation. When I personally got. the car towed back to the location- the employees informed me that I was not eligible for Ace rent a car insurance because I'm a ************** resident. This is an internal is*** that has left the customer completely screwed. I am not going to be liable for damages when I was sold fraudulent insurance by your company. I have a bank receipt for $91.71 which is 3 days worth of Ace Rent a car insurance coverage. The **********, ** location refuses to answer my calls. and will not email a. copy of my purchase of the insurance- PROVING it was sold to me. If this isn't solved I have an attorney on standby to *** for false insurance selling to customers. And this can be proved by checking audio and. security footage from Friday March 22 when I picked up the vehicle. I bought the insurance that was marketed to me from an Ace rent a car employee- I. will not face the consequences for employee incompetency and mistakes. I will be calling your number tomorrow to further resolve your company's mistake.

  Customer Answer

  Date: 03/25/2024

  I was able to receive my insurance policy on email. Attached.

  Business Response

  Date: 03/26/2024

  Hello *****,

  Thank you for taking the time to reach out regarding your rental in **********. The location has not billed you for any damage however they are waiting for the police report so they can file the claim.

  Thank you 

• Initial Complaint

  Date:03/24/2024

  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.

  We recently rented a car from Ace out of the Denver ********************* We made the reservation through Expedia and purposely purchased additional insurance through Expedia when we made the reservation. My husband and daughter picked up the car, it was later at night, and they were tired, and the agent at the counter asked my husband about additional insurance or coverage. my husband said multiple times that he did not want any additional coverage and that we had already purchased some through Expedia. Then, when they got home, I noticed the bill was about $200 more than it was supposed to be. When I contacted ***, they said that he had agreed to pay for the extra insurance, and that was the extra charge. As an aside, their extra insurance was four times as expensive as the same thing I purchased through Expedia. my husband said I specifically said I did not want the insurance, and they said well you mustve not read what you signed because you signed it and thats why we charged you. I feel like this was a bait and switch situation, they took advantage of two tired travelers, who just wanted to get their rental car and drive the three hours to the ski resort where they were headed. I will never use Ace again, I think they are shady and take advantage of customers, and that needs to be reported. And looking at the other reviews, this does not seem to be an isolated incident.

  Business Response

  Date: 03/26/2024

  Hello *****,

  I appreciate you reaching out regarding the recent rental in ******. Reviewing the account, I do show that the loss damage coverage was accepted and used during the rental period to cover the vehicle so no refund can be awarded. I hope you will allow ACE to assist you in the future.

  Thank you

  Customer Answer

  Date: 03/26/2024

  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. 
  
  My complaint was that the additional insurance was added in to the contract when we were not aware. They took advantage of the late hour and our tiredness and we didnt  see that the company had added it in, after we REPEATEDLY said no to additional insurance over and over. The fact that you say it was used is just false. There was no damage to the vehicle, you didnt claim any damage to the vehicle, we had full coverage through our own insurance and the purchase extra insurance through Expedia- so it was not used. It was a money grab from a disreputable company. Theres a reason 75% of Aces reviews on Trust Pilot are one star, and multiple customers say the exact same thing happened to them. I am not satisfied and I want to warn other consumers about your predatory business practices so they are not victimized like we were. 
  Regards,
  
  **************************************
  

• Initial Complaint

  Date:03/23/2024

  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.

  RENTAL AGREEMENT No: ********** I returned the vehicle on 3/18/2024 as was the agreement to ACE at ***** international airport. Upon return, the agent that accepted my car attempted to blame the back right bumper damage on me. I showed him the picture of it being there before we left, but he still insisted on filing the claim paperwork and stated that it was up to us to contact the auto claims company to show them proof of it being there PRIOR to leaving the lot. I have tried to call ACE customer service, but they recommended emailing or calling Rockport Auto Claims and that it's "No longer in their hands." It has come to my attention that this ACE rental company is engaged in bad business practices, scamming customers and has stolen hundreds and thousands of dollars from car renters through false claims and randomly increasing the cost amount (a quick ****** search will show you this). They also charged me way more when picking up the car than Expedia said I had to pay (regardless of having private insurance paid for and my own insurance for liability). They then went on to keep my $200 deposit and charge me for auto tolls on top of that! They should be ashamed for how they conduct business. I would advise to AVOID at all costs. I will be taking them to court.

  Business Response

  Date: 03/26/2024

  Hello Samet,
  Thank you for taking the time to write to us regarding your recent rental in *****. I do show a claim has been opened and unfortunately once a claim is opened there is nothing we are able to do on our end and it will need to be handled through Rockport directly.

  Thank you!

• Initial Complaint

  Date:03/22/2024

  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.

  Rented a vehicle for $398.97. At time of pickup, I was told they could not use my full coverage insurance that I had in my hand and that I must purchase their insurance which does not match the agreement, I was also given the option to use the plate pass and was promised we would only be charged what we used (2 tolls) but was charged significantly more with no proof of actually tolls used, charges for sales tax and access fee were charged at a higher rate and we were charged $100 for a daily extension adjustment which was also not authorized. The vehicle was both checked out later then the reservation as well as brought back earlier then expected. When I questioned the higher price at checkout the staff told me my deposit was included in that total and would be refunded to me. We were then charged an additional $500 at drop off before it had even been inspected or we left the lot with no explanation or receipt. We are not local renters which according to your agreement is the only time we should see a $500 charge. Inspection of the vehicle was refused by staff at both the pickup and drop off.

  Business Response

  Date: 03/26/2024

  Hello *****,

  Thank you for taking the time to reach out regarding your recent rental in *******. The vehicle was inspected at the return section of the location in which damage to the driver side door was discovered. This has initiated a damage claim through Rockport Auto Claims. The customer needs to resolve this with Rockport Auto Claim and/or his insurance. You can take any supporting documentation to them and they can investigate the claim and look for ways to resolve it. Once a claim is submitted, we cannot resolve it ourselves. It must be resolved through Rockport. The $500 deposit is only held until such time as Rockport notifies us that there is a resolution. Once we are notified the claim has been settled or dissolved, we will be notified and the $500 deposit will be refunded to them. The *** was agreed for and signed for. This creates a problem as the vehicle was covered during the duration of the rental. If you wished to speak to a manager or have it removed, we could have accommodated you while the contract was still open. The All Inclusive Toll Package is a gamechanger for all of our customers. There are over 745 toll roads throughout *******. We never tell people that they only pay for the toll. If this was the case, we would take a loss with toll invoice handling and fees to pay, send payment, etc. Our for profit would be losing money every time a customer went through a toll. The toll pass was used for 17 tolls. Regarding the Daily Extension Rate you can see that the charge was created and adjusted off the same day you rented. you were never charged that fee. 6.Sales tax and airport access fees are in coordination with the Rental Agreement/contract and cannot be adjusted or removed. No refund or compensation will be awarded for your case. 

  Thank you!

  Customer Answer

  Date: 03/26/2024

  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. 
  
  I have reached out to Rockport Auto and am in discussions with them. The accused damages to the drivers side door are not caused by my rental of the vehicle and find it extremely suspect that the charge to my credit card for the additional $500, due to the supposed damages,was completed within 4 minutes of letting the office know that I had brought the vehicle back, while my wife and children were still removing their things from the vehicle. Furthermore and as I explained numerous times below, when I dropped the car off, no one was outside to check us in. I went into the main office and requested a return inspection and was refused by one of the agents and was stated that they didnt have time to inspect the vehicle with me and leave the keys on the seat. Very suspect that they had time to immediately accuse me of damage and send me the bill which included the $500 while I was sitting on the shuttle in the lot with the vehicle still in sight, which had not been looked over by any employees.  Any damage on the vehicle was preexisting and I will not be taking care of this for you in some sort of scam to your customers. 
  The SLI coverage was included and signed for because I was lied to by the check in agent and told it was an ACE requirement and that I would not be able to leave the lot with the rental vehicle without it! I showed proof of full coverage insurance to the agent and yet was still charged for and required to get ACEs SLI insurance! You indicated below that I could have talked to a Manager to refute this charge but mind you, I tried with that agent, it was 1:30 in the morning and my wife and 3 small children were waiting back at the airport for me to get the rental car. I trusted the agent was not lying to me and being unethical and trusted that the requirement for SLI was truly needed or that it would be removed, since the insurance requirements are called out differently in the agreement. Seems this agent has not been properly trained on both the insurance and plate pass requirements which I should not be paying the price for. (or has been very well trained if you are committing fraud) Regardless, I carried my own personal full coverage insurance at all times during rental per the terms and conditions and those fees need to be refunded to me.
  Base on your information below with regards to the Plate Pass, unfortunately your employee did tell me that I would only be charged for the actual tolls used. As aforementioned, this is obviously a training issue, if that is incorrect. Thank you for providing the toll list although it is missing the charges. I am agreeable to pay the $71.94.
  The daily extension rate was listed on the payable section of the agreement and Im confused.. why, if it wasn't charged. However,I can see it not included in the total. 
  Sales tax and airport access fee are the correct % per the contract but not the correct value (unless you have more hidden and fraudulent fees you are not disclosing). No matter the variation of the numbers disclosed and used, it does not equal the amounts that are listed of $35.77 & $61.13.  If the plate pass is included in the calculations, the airport access fee should be corrected to reflect $39.81 at *****% and sales tax at 6.5% is $23.29. If the plate pass is not included in that % then it should be lowered even further. 
  The bill, charges, service and claim I have received for this rental are fraudulent, manipulative and unethical and obviously some sort of scam. I now see that I am only one of many that have reported these same issues against this ******* location. I rent A LOT of vehicles in my travels and have NEVER run into a rental car business being run in this manner and pulling c*** like this and I will never rent from you again. Nor should anyone else.  
  
  Refund issued to my card for the unnecessary insurance, damage claim deposit and airport and sales tax adjustments are expected. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/27/2024

  Hello Team,

  The customer has been instructed both with us personally and here that no refund will be awarded for any charges as there is an active damage claim and everything needs to be handled through Rockport Auto Claims directly. Please close this case as there is nothing we are able to do on our end. 

  Thank you 

  Business Response

  Date: 03/28/2024

  The customer has been instructed both with us personally and here that no refund will be awarded for any charges as there is an active damage claim and everything needs to be handled through Rockport Auto Claims directly. Please close this case as there is nothing we are able to do on our end. 

  Thank you 

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ACE Rent A Car has not addressed any of the issues with my complaint and to date, has never returned any of my voicemails or emails directly. Since the onset of this issue, I have tried to reach *************************** (*************************** - General Manager) by email and over the phone but despite several attempts, have never heard back. The supposed damages to the vehicle that I have been accused of, have been transferred to Rockport Auto but little to no information can be provided to me from either party as of today. 

  I have and continue to stand firm on the stance that the damages to the vehicle were not caused by me and demand the charges be returned to me and the claim be removed immediately. Additionally, the other charges on the rental that are not per the Terms and Conditions have still not been returned to me and no one has reached out to discuss or resolve these any further. 

  ACE Rent A Car has done nothing to resolve the issue I have made in the complaint and continues to act unethically and in bad faith.  

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

  
  

• Initial Complaint

  Date:03/18/2024

  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 and paid for a full size car from Ace rental car company. The gave me a mid-size car and refused to discount the car causing me to adjust my entire weekend having to use a smaller car. *** made a complaint and the employees and regional manager was very rude and disrespectful and would not listen. I was in ************ ** the entire weekend and they mentioned their tracker system showed i was in ******* **. That was incorrect. When I attempted to explain the cut me off began to disrespect me yell and not listen. They also took my $500 Deposit. This has been very stressful trying to resolve this issue

  Business Response

  Date: 03/19/2024

  Hello *****,

  Thank you for taking the time to write to us regarding your recent rental with ACE. Reviewing your account I do show that the location did apply a discount for the downgrade of the vehicle. However, proof has been provided that during your rental time and with the vehicle you had that you were in *******. No refund will be awarded for the deposit amount of $500. 

  Thank you

• Initial Complaint

  Date:03/18/2024

  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.

  I PLAN TO SUE ********************** COMPANY. THIS COMPANY HAS BEEN SUED IN THE PASSED FOR THE SAME FRAUDULENT ACTIVITY THAT PEOPLE ARE REPORTING. THEY ACCUSE CUSTOMERS OF FAKE DAMAGE, TRYING TO KEEP THEIR DEPOSIT, HOPING YOU WILL FORGET. They charged my credit card over ***** dollars for a rental car that I made reservations for a month for 854 dollars. The day before I returned it, that charge was posted to my account. For the damage, I was told I would receive an update within ten days, and I claimed with Amex first, not trusting them. Amex claims department can't get in touch with anyone, and when I call, the hang up without giving information. STILL KEEPING MY $500 deposit

  Business Response

  Date: 03/19/2024

  Hello *******,

  Thank you for taking the time to write to us regarding your recent rental with ACE. I have been unable to locate your rental from the information provided. Regarding damage claims unfortunately, once the claim is opened there is nothing further we are able to do and it will need to be handled through the claims department directly. Claims can take up to 2 weeks to be processed initially and someone will reach out to you.

  Thank you

  Customer Answer

  Date: 03/19/2024

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

  IT'S BEEN MORE THAN TWO WEEKS AND I NOR AMEX CLAIMS DEPARTMENT HAVE BEEN IN CONTACT WITH ANYONE BUT YET YOU HAVE MY MONEY. IF YOU WERE INTERESTED WITH HELPING YOU WOULD HAVE ASKED FOR MY CONTACT INFORMATION AND RESERVATION NUMBER TO HELP. THIS COMPANY IS FRAUD!!

  RA # ***-29623

   

  
  

  Business Response

  Date: 03/19/2024

  Hello *******,

  I appreciate the feedback however I do show that the $500 was applied to the cost of the claim. With damage claims, the deposit is either elected to be applied to the damage claim amount or refunded. This is chosen by the claims department and your insurance. I do show that the claim has been opened but I have no further information and you will need to contact Rockport Auto Claims at ************. 

  Thank you

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  First of these is fraud. My $500 was never supposed to go toward the damage, and I never said I was ok with that. I have a recording of the entire interaction. The employee told me he would file a claim with my insurance company, and I would hear something back within ten days. I am so happy I recorded everything for when I *** this company. Trying to keep my money.
  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,
  
  ***************************