Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

393 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/15/2024
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 a car on March 6, 2024 prepaid through Priceline. I get to desk and give card to hold for deposit and did the pre-paid gas so he said that would be $*****. They charged my debit card $ ***** and my Mastercard "that was given to hold car rental" $ ***** and took another $***** out of my $ ****** deposit when the car was returned all for gas. I know things are bigger in ***** but Wow that's a lot for gas. So, I called on 03/11/2024 and was told a supervisor would look into it and credit my account. Supervisor said it was a mixed up since first car they gave use did not work and when they switched to a new car our agreement was messed up??? I finally today see a credit for $ ***** and one of the $ ***** on my Mastercard but also today I see another debit of now $ *****. This is crazy I should not have to keep calling this company to see what all these fees are. They need to be upfront. I have rented several cars from various places in the last few years and never had such a problem. Poor business practices. This is the Last time I will use Ace and I will for sure spread the word to beware HIDDEN FEES WILL APPLY!!!!!!
Business Response
Date: 03/18/2024
Hello ********,
Thank you for taking the time to inform us of the charges you had during your recent rental in ******. Reviewing your account, the charge for $90.20 was for tolls. I have provided the invoice for this charge to you.
Thank you!
ACE Customer Care
Customer Answer
Date: 03/18/2024
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.

The tolls were $ ***** and you charged a lot more than that. ****** learned do not use ACE rental car they chaged fees for everything. thanks

Regards,

*****************************
Initial Complaint
Date:03/14/2024
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.
My name is *************************** I rented a vehicle from *** car rental in ***** agreement #MIA169670 thru Priceline from 02/15/2024 to 02/18/2024 I was charged a $200 deposit this was never refunded I just contacted the *** office in ***** she claims that since there was a damage to the vhicle at return thats why *** keeps the deposit.*** collected the full damage fee from my insurance GEICO around $2,500 kindly please refund me the $200 deposit thanks
Business Response
Date: 03/18/2024
Hello ******,
Thank you for reaching out regarding the deposit hold due to the damage claim. I have reviewed your account and the damage claim has not been finalized so the deposit is unable to be released at this time. Once the claim is finalized, the deposit will be returned.
Thank you!
ACE Customer Care
Initial Complaint
Date:03/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When asked if I'd like to add the full/basic insurance coverage (POI). I advised I had my own Allstate POI & was informed that *** no longer accepts Allstate, so I would need to add POI. Rep stated that if I wanted to leave with the vehicle I'd need to either 1) add a POI plan or 2) call Allstate to have them confirm my policy can transfer.Due to it being 12:30a EST, Allstate was closed. The rep stated my only option is to add full POI. I then asked if I could add 1 day of coverage & return to the location the next morning to have Allstate verify, but was told I'd need to cover the entire *********** are nonrefundable. At this point, I knew that I would not be leaving with the vehicle, asked if I could get the policy in writing & was shown the print out located on the desk stating that POI is needed but not specifying Allstate as unacceptable.I then asked if I could record what the rep was advising, as proof of what was being discussed. At this point, the rep stated that "it is illegal to record someone without their consent in ********** & could lead to a refusal of service. And that's what I'm going to do, I'm going to refuse to release the vehicle to you. Goodbye! Have a good day!" When asked how I refused service, I was told that I refused to cooperate with company policy, so service was being denied & I would not be getting a refund.I stepped outside to call Ace customer service, & was told that my policy should be acceptable, but since the booking was made with Priceline, there was nothing that Ace could do. After this, I went inside to ask for the names of the 3 reps working the desk (as reference) & was told "I'm not giving you sh*t!"I ended up booking a different rental (an extra $230), missed my dinner reservation, & had to pay to Uber to the next location. ****** took almost 3 hrs.I confirmed via chat that there is no reason why my coverage should not have been accepted & there is no block on using Allstate as personal coverage.
Business Response
Date: 03/18/2024
Hello *******,
Thank you for taking the time to write to us regarding your recent rental experience with our ** office. Upon review, no proof of full coverage insurance was provided at the time of pick up and when asked you began filming and denied purchasing the insurance at the counter. Allstate insurance is accepted however if it is not valid or does not have the coverage needed then you would need to purchase at the counter.
Thank you!
Customer Answer
Date: 03/18/2024
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.

I have been contacted by ***** in the *************************** via email at *************************************, and have provided valid proof of coverage, requested receipts, and proof of previously added fraudulent insurance charges being refunded after submitting a complaint & proof of valid coverage. Please note that while the insurance covers the liability requirements, the credit card used ************ Venture) provides collision coverage, which complies with ***'s proof of insurance policy.

Please also note that this is NOT the first time that an Ace representative has tried to illegally charge me for insurance coverage, as I previously had to submit a complaint on the ********* location for an agent adding insurance to my reservation AFTER verifying that I did have coverage (which is the same exact insurance policy that I tried using on 3/9/24 in ***********). Luckily that complaint led to me being refunded $129, after having the audio pulled from the counter at the time of completing the reservation at the desk. See LASAP-****** booked on 4/19/23 for reference.

Regarding your reply to my initial correspondence, please note that I previously stated that the agent completely REFUSED to even look at the policy after stating that your company does not accept the company. He completely declined to look at the policy information on my insurance card, which can be verified using your audio/video surveillance. I did not record/video anything, I simply asked IF I could video the agent advising me of your companies policy, so that I would have it for reference when I submitted my complaint and would have proof that a company representative was intentionally misadvising a customer in an attempt to illegally overcharge a sale; at which point, I was told that I was breaking the law and would no longer be assisted (despite me asking if it would be okay for me to record since the agent could not provide written confirmation of what he was verbally providing).

Regards,

*****************************
Business Response
Date: 03/19/2024
Hello Team,
This review has been closed on our end and the customer will not let it drop as they were in the wrong. After review the notes were added thata COSTUMER DIDNT HAVE PROOF OF INS TO PROVIDE COSTUMER WAS RECORDING IN LOBBY COSTUMER DIDNT AHVE FULL COVERAGE COSTUMER WAS NON AUTO OEWNER INS WHICH WAS EXPIRED AND THE HE PURCHASED AGAIN.
The customer did not show proof of personal insurance that was full coverage and the coverage he did have was expired. The customer did not want to purchase the insurance at the counter either and began filming against the agents wishes.
Please resolve this case.
Initial Complaint
Date:03/11/2024
Type:Order 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 made my rental thru a third party, (Priceline). I purchased additional insurance thru Priceline. I clicked on, open and read the terms of agreement provided to me, including the ace rental car terms of agreement. At the rental counter, I was forced to purchase additional insurance thru ACE rent a Car even though I notified the rental agent of my third party insurance and showed my *************** policy number. He told me I needed my *************** policy with me. I told him, the terms of agreement do not state what he was telling me. I perpaid for the vehicle so if I didn't purchase the additional insurance I would forfeit what I already paid. I own a flip phone and I do not carry my policy with me. If I had prior notice of this requirement, I would have brought the necessary paperwork with me as physical proof. I feel this is a fraudulent business practice. I sent many e-mails trying to get a refund. The several reps I emailed sent me terms of agreements that were unavailable to me at the time of my rental. I have NEVER had to produce insurance paperwork to rent a car.
Business Response
Date: 03/12/2024
Hello *****,
Thank you for taking the time to reach out to us regarding your recent rental experience. Per out policies, proof of full coverage must be presented at the time of pick up or you will need to purchase the insurance at the counter. We must be able to see what your policy covers in order to deny the purchase of insurance at the counter. Unfortunately, no refund will be awarded as proper documentation was not presented to be able to deny the insurance.
Thank you
Customer Answer
Date: 03/12/2024
Hi, I sent more documents, 03/12/2024.
I'm not sure if it went thru ? Can you let me know if docs were sent/received please ?
Customer Answer
Date: 03/12/2024
additional info
Customer Answer
Date: 03/12/2024
info
Customer Answer
Date: 03/13/2024
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.]
Please see attached.

Regards,

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

Business Response
Date: 03/14/2024
Hello *****,
I did receive the attachment however, per the information you sent, the insurance purchased from Priceline/ Rentalcover.com is only collision. Liability would have still needed to be purchased. Unfortunately, the position and charge will stand.
Thank you
Customer Answer
Date: 03/14/2024
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,

****************
Customer Answer
Date: 03/14/2024
I have stated numerous times the information available to me at the time of rental did not state I needed to provide proof of insurance at time of pick up.
I notified the sales agent of my insurance with Geico for my personal auto insurance.
No where in the rental contract does it state additional insurance is required or mandatory.
I have uncovered a very questionable business practice I feel needs to be better investigated.
Business Response
Date: 03/18/2024
Hello *****,
At the time of booking, ACE terms and conditions are provided where it states " 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." The position and charge will stand and no refund will be awarded.
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,

****************
I already rejected the response from ace car rental. They are trying to say their charges are justified when they are not.
I have never been forced to purchase a rental car company insurance. No where in the rental terms and agreement does it state this. I purchased insurance thru Priceline and gave them my geico policy number. The rental agent was insistent on selling me anything and everything possible, full tank or half tank of gas, toll pass and of course insurance thru Ace. I would have walked away except I prepaid for the vehicle and it wouldnt be refunded. Horrible customer service and I was exploited. Representatives from Ace would not comment on the rental forms available to me thru Priceline at the time of my rental.
Did anyone with the BBB read the rental forms I submitted ?

Customer Answer
Date: 03/20/2024
Hi,
I did not get an answer to my question: Did anyone at the BBB read what I sent ?
I provided proof that there was no notification provided to me at the time of rental reservation I must purchase insurance thru ACE rental car.
What is the purpose of the BBB if contracts are not enforced ?
Initial Complaint
Date:03/11/2024
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.
On 3/1/2024 on a narrow road in ******, my rental car rear right side door was touching rock resulting scratches. I have photos to show the damage. The rental car company ask me to pay more than $8k for this damage. This is ridiculous, since a brand new door costs only $1360 according to ChatGPT for Voyager LX Chrysler year 2022. The door with small scratches still functions perfectly fine, needs only small area painting.I hope BBB can help to stop this kind of daylight robbery. I am willing to pay $1360 as maximum to get the dispute resolved.
Business Response
Date: 03/14/2024
Hello Bangshu,
I appreciate you reaching out regarding your recent rental in ******. Unfortunately, once a claim is opened all disputes must go through ******** Auto Claims who also do the estimates for damage. You can contact them at ****************************** or ************.
Thank you
Customer Answer
Date: 03/14/2024
Better Business Bureau:

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

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

Regards,

*********************
Initial Complaint
Date:03/10/2024
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.
HNV15384057 I have a white ******** Voyager minivan that had 3/4ths of a tank of gas when I picked it up last Sunday. The paperwork in the ********* a full tank. I didnt see this until I filled the tank last Friday. It was very dark in the parking garage. The tank will be full or near full when I return the van off tomorrow. I do not want to be charged for not having a full tank as it had 3/4 of a tank when I arrived and left ***/ACE. 19 gallon tank with gas at $3.75/gallon; 5 gallons would be $18.75. A check or a credit to my card in the amount of $18.75 would be appreciated.
Business Response
Date: 03/14/2024
Hello *****,
Thank you for reaching out regarding the fuel level concern for charge. I show that there were no extra charges to you for your rental, only what was prepaid. I hope you will allow ACE to assist you again in the future.
Thank you
Customer Answer
Date: 03/15/2024
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.

I left / returned the rental vehicle with 5-6 more gallons of gas than I picked it up with. I should be compensated/ reimbursed for 6 gallons of gas at around $3.80/ gallon.

Regards,

***************************
Business Response
Date: 03/18/2024
Hello *****,
While I understand the frustration with the fuel, our policy is clearly stated that fuel is like for like. No compensation will be awarded as you decided to put more fuel in than what you received it with.
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.

What a great way to cheat a now one time customer.

Regards,

***************************
Initial Complaint
Date:03/10/2024
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.
Reserved a car that was dealer choice but it said 4 seats. When I got there they said it is a 9 passenger van. And anything smaller would be an extra 29 per day.
Business Response
Date: 03/12/2024
Hello *****,
Thank you for taking the time to reach out regarding your recent rental experience. With the dealer's choice, this option is not guaranteed to be any specific size vehicle. It is whatever the location offers at the time of pick up and can be a truck, minivan, passenger van, etc and anything other than what is offered is an upgrade and would have a fee.
Thank you!
Customer Answer
Date: 03/12/2024
Better Business Bureau:

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

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

Regards,

*************************
Initial Complaint
Date:03/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from the ********* location, Feb 29 - 4 March 2024 for an amount of $125.52 that included airport fees and all taxes. Upon arrival to the Ace Location, I was greeted and told I could upgrade for a one time fee of $40. I agreed to this fee, completed paper work and left. Also note that the digital signature pad screen was completely broken, thus anything that was signed wasnt seen at time of signature. Upon review of my invoice, it showed I was charged $40 per day (totaling $160) vs one time charge. This was not noticed at return due to Las Vegas Ace return being set up on a gravel lot with a once lane visual inspection and key drop. I was not able to review or correct this error at time of return. This is absolutely the definition of predatory behavior on behalf a company. Every consumer protection tool has been disabled in some form from this company at this location. From in person signatures to any rental return, there are zero failsafes in place currently to protect customers or prevent fraud and predatory practices such as the ones that took place.
Business Response
Date: 03/12/2024
Hello ********,
Thank you for reaching out regarding your recent rental in *********. Reviewing your rental I show that they did refund 1/2 of the upgrade charge. As you do receive a copy of the agreement showing the breakdown prior to leaving the location and the vehicle was used for the full rental time, no further refund will be awarded.
Thank you
Initial Complaint
Date:02/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved and paid for a full-size SUV through a third-party (Priceline). I went to pick up the vehicle at the Ace counter, I was told any additional charges are simply a deposit, but will be returned to me after the car is returned. I looked at my receipt later and found that they actually charge me again for the upgrade to a full size vehicle, which I already paid for and more taxes and fees that Priceline had already collected from me upon initial reservation. I contacted *** to rectify the situation and was told that since I signed the document, there was nothing more they could do. Their associate at the counter in ****** airport lied to me. All I am seeking is a refund for the upgrade and additional fees.
Business Response
Date: 03/04/2024
Hello ****,
The amount you paid to Expedia was for insurance as your rental was not prepaid. The only charges are the rental cost and the agreed upon toll pass.
Thank you
Customer Answer
Date: 03/04/2024
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.
I started to upload receipts and realized that I in fact have the wrong rental company. I will resubmit via a seperate complaint. I apologize for the inconvenience.
Regards,
*****************************
Initial Complaint
Date:02/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented from and returned a car to ACE Rental Car at the Atlanta Airport during the week of ***** February, 2024. Prior to returning the car, I refilled the fuel tank to "Full" (actually over full according to the gauge) buying just over 10 gallons of gas to cover my travel. The fuel was purchased at a gas station less than a mile from the rental car lot (0.6 miles to be exact) and the car was promptly returned with no deviations. After I flew home, my invoice indicated an additional charge of $16.18 plus applicable taxes ($19.90 in total) for a fuel charge and the explanation given was that I returned the car with an 88% full fuel tank.I contacted the customer service number on my invoice and was unable to get a resolution since they are simply a call-center and are unable to handle financial matters on behalf of the company. I am now waiting for a return call from the company or an agent and I've been told this will take up to two business days. This is an unsatisfactory and predatory business practice by a rental company and they need to do an integrity check on their reporting processes or business practices.
Business Response
Date: 03/04/2024
Hello ******,
Thank you for letting me know about the fuel charge on your recent rental. I have reviewed the charge and the fuel charge has been refunded to you. You will see this refund in 5-7 business days.
Thank you
Customer Answer
Date: 03/11/2024
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.

My frustration with this company was the lack of ability to address and immediately reconcile a minor dispute because (it appears) the customer service function was outsourced to an entity that has limited ability to address customer concerns. The company (once notified) rectified the issue in a timely manner and returned the funds in question rather quickly. This all could be avoided by allowing more leeway to the outsourced agencies in the future.
The vehicles and front-line customer service reps were excellent (at face value), and I enjoyed my experience with ACE Rental Cars until I was unable to rectify a simple issue. I chose this rental agency because of positive past experiences and as a matter of convenience even though they were slightly more expensive than a close competitor. All things considered; I will consider using this company again in the future but may hesitate if another company offers comparable solutions at similar prices.
Regards,
*********************

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ACE Rent A Car is NOT a BBB Accredited Business.