Complaints

This profile includes complaints for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ACE Rent A Car has 65 locations, listed below.

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Aligo Rent a Car

  5505 Airport Way Four Points by Sheraton Kelowna, BC V1V 3C3

• 

  Aligo Rent a Car

  426 5300 No. 3 Rd Richmond, BC V6X 2X9

• 

  ACE Rent-a-Car

  549 South St New Britain, CT 06051

• 

  ACE Rent A Car

  12410 S Conduit Ave Jamaica, NY 11420

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:05/02/2025

  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 Feb ***** I rent a vehicle from this company on Feb 20th my vehicle tire air went out on 15 highway for no reason. I didn't hit anything or damage anything. I call and told the rental company and I was stranded with several hours and I paid out of my pocket ****** which I want refunded back to me as well as the charges of ******* they trying to bill me for. I paid the tire shop the ****** to replace the tire and he inspect the car no damage was done. I drove the car from where I was stranded back to the rental place in ********* and the tire went flat again. I had the old tire in the trunk and when I return the car the associate working there was rude not helpful and even almost made me miss my flight back home. This company sent multiple notices and emails that harass me. This incident happen on Feburary 20, 2025. I would like a refund for my $****** and the invoice amount to be removed.

  Business Response

  Date: 05/02/2025

  Hello NURONNIS, 
  Thank you for taking the time sharing your rental experience at our ********* location and the charges that were made to your reservation in regards to the tire and vehicle damage. Unfortunately, since a damage claim has been opened within the claims department, we cannot further investigate this matter and provide any compensate. If you have any supporting documentations to dispute the claim, please contact our partners "Alternative Claims" by phone ************ or email at ************************************************* for further assistance. 

• Initial Complaint

  Date:04/30/2025

  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 04/28/2025, I returned my rental car back to Ace Rent A car at the airport location. I gave the keys to the attendant and continued to board my flight. I dropped the car off at about 5am because my flight was leaving out at 7:15am. The car was in the condition that I picked it up. I stopped and filled up the tank prior to dropping the car off. On 04/29/2025 at 5:56am I received my $300 deposit back from the rental car place. At 8:03pm on 04/29/2025 $300 was deducted from my account. I felt there was an error in the transaction, so I called. I called and the rental car place is reporting there was damage to the car. There was not. Even after I dropped the car off and boarded my flight my cousin left her iPad in the glove compartment and went to retrieve it, she reports there was no damage to the car and also the car was in a different location about 15 mins from the airport. I called and it was basically too late for anyone to help me. I called the local location this morning, the corporate office and the third-party company and I have gotten nowhere. I would like my money back because I did not damage their car. If you could please help me get my money back and also let them know they should not lie or scam people. Thank you.

  Business Response

  Date: 05/02/2025

  Hello *******, 
  Unfortunately, since a damage claim has been open; ACE Corporate cannot look into this matter and provide compensation regarding the damage charge made to your reservation. To dispute any damage claim charges, you will need to contact our claims partner "**************' for further assistant by phone at ************ or email at *******************************

  Customer Answer

  Date: 05/06/2025

  I got a return receipt when dropping the car off and I got my deposit back. I never damaged their car and I have Been calling to get in touch with their claims department with no response.  Attached is the proof. 

  Customer Answer

  Date: 05/06/2025

  I got a return receipt when dropping the car off and I got my deposit back. I never damaged their car and I have Been calling to get in touch with their claims department with no response.  Attached is the proof. 

• Initial Complaint

  Date:04/29/2025

  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 February 18, 2025, I paid $50.00 to reserve a car rental with ACE Rent A Car LAX, two months in advance of a planned vacation to ************. The reservation email stated I would only have to pay $224.76 at the car rental counter. On April 17, 2025, I rented a ****** Sentra, paying an additional $360.00 (plus a $200.00 refundable deposit) from ACE Rent A Car LAX. On Saturday, April 19, the car failed to start. I called *** at my own expense and was told that the battery must be replaced immediately. I was further advised by *** that the battery death was absolutely not due to user error. *** provided documentation that: This battery has reached the end of its life. Immediate replacement is advised. I was too scared to use the car again until my final drive to the airport, in case the battery died again and left me stranded before my early Monday morning flight. I was staying two hours away from ***. I requested that the car battery for the ****** Sentra, License No. *******, be tested by ACE after I returned it, to make sure that the vehicle was fixed and not immediately rented to another customer. Despite my request for a follow up, ACE did not provide the results of any battery test performed on the car, nor any guarantee that it was not leased to another unsuspecting renter. ************* offered only a 15% discount on a future rental with ACE Rent A Car, which was appreciated, but I will not be using.ACE meticulously inspected the outside of the car in case I returned it damaged (I did not), but failed to inspect the interior of the car to ensure it was safe and drivable. Since I reserved the car two months in advance, since the car was unusable for half of my trip, since I spent hours panicking while on vacation about how to solve the issue with no actionable help from ACE, and since I had to pay out-of-pocket for AAA and Ubers everywhere I went, I would request a full refund of my bill ($360.88) and the reservation fee ($50.00).

  Business Response

  Date: 05/02/2025

  Hello Milena, 

  After looking further into this matter, we can see that you contacted the location on April 19th at 1 PM stating that the car battery was dead and requested for roadside assistance. The agent informed you that they were on their way but due to high demand, they could not give a specific ETA, and you stated you couldn't wait and informed the agent you were going to use ****. The location did inform you that if you came back to the location, they would be more than happy to exchange the rental, but you declined the offer and wanted to keep the vehicle. On April 20th, we can see that you contacted Corporate regarding this matter and the agent informed you that the attendance manager inspected the vehicle and could not compensate or refund you back. The agent did offer a future discount, but you declined. At this time, both parties have investigated this matter, and we will not be issuing compensation. 

• Initial Complaint

  Date:04/29/2025

  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 am filing a complaint against Ace Rent A Car LAX location for charging $1,270.49 for a minor cosmetic scratch on front passenger-side bumper of a rental vehicle.Upon return, the Ace *** acknowledged the scratch and said it would likely cost a few hundred dollars and would be reviewed. No documentation was provided at the time, no form was signed, and no undercarriage damage was mentioned or shown despite that later being included in the claim.Several days later, I was contacted by a third-party billing agency with an excessive full bumper ***air estimate. I requested timestamped photo evidence, a signed inspection form, and a breakdown of how costs were determined none were provided.I have offered a reasonable resolution based on the actual cosmetic nature of the damage, and Ace has refused any negotiation.I am seeking an adjustment to the charge that accurately reflects the minor front bumper scratch shown in the images.

  Business Response

  Date: 04/29/2025

  Hello *******, 

  Unfortunately, since a damage claim has been open; we at *** Corporate cannot dispute or issue any refunds regarding damages to a vehicle. You must contact our ****************** "Rockport Claims" by phone at ************ or by email at **************************************************** for further assistance. Thank you

• Initial Complaint

  Date:04/28/2025

  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.

  Deceptive rate advertisement,non disclosure of extra charges, charging unreasonable rates compared to similar business.

  Business Response

  Date: 04/29/2025

  Hi ******, 

  The price you see online is for the vehicle itself, it does not include the refundable security deposit and additional add-ons like insurance (if needed), toll pass, pre-paid fuel, etc. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits), we would be more than happy to look further into the charges made to your account. 

• Initial Complaint

  Date:04/26/2025

  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.

  They use ************* tactics. I had 2 reservations, 1 prepaid for an suv & 1 for a sedan. When I got there they said neither was available but if I paid an additional daily fee they'd get me a vehicle in a few hours. So basically they had no cars but if I was willing to pay additional fees then they'd somehow have a car?? I had to walk with my daughter to another rental place & pay $340.78 for a last minute rental.

  Business Response

  Date: 04/29/2025

  Hello ****, 

  Thank you for informing us about your reserved vehicle not being available at the time of pick up. We want to assure you that our main priority is to provide the best quality service to our customers. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits) as well as your final invoice from the other rental company, we'd be more than happy to provide you with a cost difference.

• Initial Complaint

  Date:04/24/2025

  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 returned our rental car to the ACE Dallas airport on April 15, 2025. Once we returned home I saw that I was charged another $305.09 from this company. I called thinking it was mistake and was told I was charged this fee due to smoking in the car. This is 100% NOT true!!!! I DO NOT smoke!!!! There is no possible way this is true! No one got into the car except for my daughter and I and we do not smoke! This is a scam!!! They sent me some bogus pictures on some sort of dirt and what looks to be marajuana on the floor----This was not my doing for sure!!!!! Upon looking at Yelp reviews and also how many complaints are on BBB looks to be a common practice to charge people for bogus fees. I want this money credited back to my account!!!

  Business Response

  Date: 04/25/2025

  Hello ********, 

  After looking further into your reservation and speaking to the location manager directly, we can see that when you returned the vehicle at our ***************** location; there was a strong smell of cigarette smoke and marijuana that was left in the vehicle. After the location manager further inspected the rental, they found smoke residue and ashes throughout the rental. We have attached the proper photo evidence of this claim to validate the charges made to your reservation. At this time, no refunds will be issued. Thank you.

  Customer Answer

  Date: 04/25/2025

  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. 
  
  These are the pictures we took of the inside of the car when we dropped it. We DO
  NOT smoke!! There was absolutely no smoking in this car by us or anyone while we had this car!!! These pictures are a joke and can be from any car or you use these to scam people  We did not check under the seats to see if it was vacuumed when we picked up the car but I know 1000% it did not smell like smoke or marajuana unless it was from one of your employees- it was not us!!! I want a refund for this money to my account!!! 

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

  
  

  Business Response

  Date: 04/29/2025

  Hello ********, 

  At this time, all charges are valid, and we have provided proper evidence to back up the claim. At this time, we will not be issuing a refund regarding this matter. Thank you.

• Initial Complaint

  Date:04/14/2025

  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.

  We rented a 15 passenger van at the ACE Rent A Car *** location (BVJ17027590) for a trip to *********** for a military event. Half way through the drive we noticed the indicators werent working. The hazards lights worked but the turn signals didnt. We had to contact ACE 10 times from 2 separate phones trying to get a resolve. We had to do this because they kept either placing us on long extended holds, disconnecting the calls, and at one point it felt like they were avoiding our calls entirely. After wasting so much time on the phone the best option they offered was for us to drive back to JKF (we were just outside ******** VA at the time) for the car to be swapped. Completely ignoring the safety and legality of the issue with the vehicle. Also it was after 5pm and by the time we got back to *** the rental agency would be closed, something ACE should have known. They never even considered allowing us to go to the next closest partner location. Their only other option was for us to take their car to a mechanic and get it fix ourselves using our money. In the end we had to do over 5h of nighttime driving with no indicators but hazards, then get the car fixed in **************. Needless to say this will be our first and last time renting with ACE Rent A Car, and we will be sure our friends and family know this story and avoid them as well. We want ACE to do better and be held accountable. The lack of professionalism and viable options provided for what is a vehicle safety issue needs to be addressed.

  Business Response

  Date: 04/16/2025

  Hi Jevoy, 
  Thank you for taking the time letting us know about the condition of the rental vehicle you received at our *** location. We want to assure you that our main priority at ACE Rent a Car is to provide the best and most reliable vehicles to our customers. We have notified the location about this matter and have opened up an investigation to look further into their fleet to make sure everything is above protocol before putting it back on the lot. Your complaint is truly appreciated because it helps bring insight into how our business is operating and what areas we can improve on. If you have any questions or concerns, please email us at ************************************* and we'd be more than happy to assist you. 

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  Thank you for your assistance in bringing this matter to the correct personnel.

  Regards,

  Jevoy *****

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from April 2nd to April 5th. I have 2 issues with this company. At the check in I inquired about ensuring that the tentative vehicle that I reserved would fit out luggage. The gentleman that checked me in was very polite but stated he would make sure that he would make sure that I get a vehicle that has enough room for the luggage. Little did I know he was making an unapproved upgrade. He did not notify me there would be an additional charge, just a hold on my card for a deposit that would be returned. Receiving the vehicle, it smelled awful, like marijuana. We tried to notify the attendant who checked the car out but he was more concerned with getting vehicles out of the way. And he did not take any documentation of the interior of the vehicle to attest the condition of the interior. Upon returning the vehicle, they returned what I assume was the deposit but then charged us a smoking fee to people who are non smokers because of they stated were ashes and marijuana remnants. I had photos sent over from the check in and when you review the photos, it is clear that is not what the items were. There was salt and crumbs from a few of the meals we had in the car, as well as preworkout dust from the several occasions we attended the gym - FitClub. Moreover, one of their photos shows a white hair indicating that the car was not as cleaned thoroughly when we received it so it is possible that even some of the debris was in the vehicle prior to us receiving it. But with no photos of the interior on checkout, there is no way to verify checkout versus check in. After several attempts, they will not respond to me and I have let them know that I am escalating this in order to get back the money for the charges that they have unscrupulously charged us.

  Business Response

  Date: 04/16/2025

  Hi *****, 

  Thank you for taking the time sharing your rental experience with us at ACE Rent a Car and the condition of the rental vehicle you received at pick up. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits), we unfortunately could not find your reservation under your given name to BBB. Thank you for your understanding and we look forward hearing back from you.

  Customer Answer

  Date: 04/16/2025

  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 tried to contact them but every time I try to get a resolution, they ignore my emails and do not provide any assistance over the phone.  The only solution is to refund the money they took without a valid reason.  
  

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

  
  

  Business Response

  Date: 04/17/2025

  Hi *****, 

  At this time, we cannot locate your reservation under your given name to BBB, and we have no record of communication from your email *******************************************. Due to this matter, we cannot provide any compensation until you email us at ************************************* with your confirmation number (3 letters followed by 8 digits) so we can open up an investigation. Thank you. 

  Business Response

  Date: 04/17/2025

  Dear BBB, 

  We formally request for you to close this case due to the customer not providing proper information to locate the reservation and having no record of them contacting us at *** Corporate so we can look further into this matter before issuing any refunds. Thank you.

  Customer Answer

  Date: 04/23/2025

  This needs to be reopened.  ************ is a bunch of liars and needs to be held accountable.  See the attached screenshot of the emails where they refused to get back to me via email.  They stated there was no evidence of a rental.  The invoice is attached of the rental.  You can see where I tried to discuss with them but after they saw what my explanation of the debris was they refused to get back to me.  They are an unscrupulous company and need to be held accountable for such actions.  

  Customer Answer

  Date: 04/24/2025

  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.]

  This needs to be reopened.  ************ is a bunch of liars and needs to be held accountable.  See the attached screenshot of the emails where they refused to get back to me via email.  They stated there was no evidence of a rental.  The invoice is attached of the rental.  You can see where I tried to discuss with them but after they saw what my explanation of the debris was they refused to get back to me.  They are an unscrupulous company and need to be held accountable for such actions.  
  
  Regards,
  
  ***** ********

  
  

  Business Response

  Date: 04/28/2025

  Hi *****, 

  After speaking to the location manager in regard to the charges made to your reservation due to smoking. We have attached photo documentations with time stamps that shows ashes on the window seal indicating smoking while the vehicle was in motion, as well as ashes on the floor & console of the car as well. At this time, all charges are valid, and no refunds will be issued.

  Customer Answer

  Date: 04/30/2025

  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 tried to discuss these photos with ACE (see email in attachment where I offered an explanation) which is where they refused to contact me in return because I provided an answer to the photo that would dictate they would have to refund that fee.  I would be willing to accept only the $350 "cleaning fee" refunded because I am over dealing with this unscrupulous company.  Nor my husband or I are smokers and the photos clearly illustrate that it is salt, preworkout, dust, etc.  .  Anything on the exterior of the car could have been dust from the various hiking that we did as well as ****************.  We went to Fitclub for the gym and Cowboy trail rides if you wish to verify our whereabouts.  I have taken the images and made notes on them per the email I send on 4.8.2025 so it is easier for the BBB to follow my responses.  It is very apparent that none of what they are stating is in fact ashes.  If they wanted to negotiate, they would have reached out to me via email or called me as their representative stated they would, but they have done neither.  As I mentioned above, I can reduce my claim to the $350 and waive the "upgrade" they charged me without my full consent, because I want to get this resolved so both ACE and I can move on as we both have other items that we have to deal with.
  
  
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:04/12/2025

  Type:Delivery 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 at the ************************ Airport on 3/23-3/29. I have not received my deposit. Every time I call Im placed on hold and the customer service representative leaves me on hold for hours.

  Business Response

  Date: 04/16/2025

  Hi *******, 

  After looking further into this matter, I can see that we refunded you back ****** USD back on your card ending in 1246 on March 29. I have attached the refund receipt as confirmation, and it can take up to 7-14 business days to reflect it back into your account. I have also attached your final invoice to show all the final charges made to your reservation, it looks like you were charged a late fee due to returning the vehicle 3 hours late (minus the 59-minute ***** period) and was charged an additional ***** USD which was taken from your deposit.