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.

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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:02/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Falsely Advertised VIA Expedia.com website my attached rental $ ****** total booking included that indicated $ ******* Mexican Liability Coverage would be at that time of booking; then the local rental agent demanded upon my arrival at their office I them pay an additional $ ****** USD to rent the vehicle I previously booked through expedia.com. Of coarse I refused to do so and requested the *** Staff promptly return ******* wife to the airport , fortunately there after I was success in renting a similar vehicle from Hertz for a total of $ ****** ( which also included everything - $ ******* ******************** Damage Coverage . Taxes ******** ).My primary goal is to help other Travelers avoid being caught up in this kind of highly unethical business practices ; by making Expedia.com and *** Car Rental Services senior management team aware of these kind of bad business practices .So that they may take whatever appropriate action they deem necessary to protect future customers . Can I trust Expedia.com or *** Car Rental to correct this kind of unethical practice ? If not then please kindly explain to me why I should ever consider using either of these firm's online booking services going forward.Respectfully ******************************
Customer Answer
Date: 02/20/2024
I simply want ACE Car Rental corporate office management team to assure both Expedia.com and myself they will assure us that the ********* rental office staff will fully honor customers booking agreement when the Expedia.com website advertises that the required Mexican Auto Liability coverage is included within the pricing of the initial online booking. To Do Otherwise means Ace and/or Expedia.com appears to be knowing engaging in an ongoing practice of falsely advertising Mexican liability in included at the time customers complete an online booking but upon arrival at the designated Ace Rental Car agents office be refused to honor that booking and thereafter demand the customer pay an addition fee for such require liability coverage.
Customer Answer
Date: 02/20/2024
I simply want ACE Car Rental corporate office management team to assure both Expedia.com and myself they will assure us that the ********* rental office staff will fully honor customers booking agreement when the Expedia.com website advertises that the required Mexican Auto Liability coverage is included within the pricing of the initial online booking. To Do Otherwise means Ace and/or Expedia.com appears to be knowing engaging in an ongoing practice of falsely advertising Mexican liability in included at the time customers complete an online booking but upon arrival at the designated Ace Rental Car agents office be refused to honor that booking and thereafter demand the customer pay an addition fee for such require liability coverage.
Customer Answer
Date: 02/20/2024
I simply want ACE Car Rental corporate office management team to assure both Expedia.com and myself they will assure us that the ********* rental office staff will fully honor customers booking agreement when the Expedia.com website advertises that the required Mexican Auto Liability coverage is included within the pricing of the initial online booking. To Do Otherwise means Ace and/or Expedia.com appears to be knowing engaging in an ongoing practice of falsely advertising Mexican liability in included at the time customers complete an online booking but upon arrival at the designated Ace Rental Car agents office be refused to honor that booking and thereafter demand the customer pay an addition fee for such require liability coverage.
Business Response
Date: 02/21/2024
Hello *****,
Thank you for taking the time to inform us of the recent rental experience you had in *********. Your rental did have liability insurance however ACE also requires collision insurance which is what the additional cost was for. I hope you will allow ACE to assist you again in the future.
Thank you
Customer Answer
Date: 02/22/2024
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]
Please note per the attached PAYMENT RECIEPT & Expedia.com Itinerancy & Collision Damage Protection Policy I had already purchased the Collision coverage online via the Expedia website . You are correct in stating that the $ ******* MXN (******* *************************** was included in the price quote . The problem is when I arrive at the Local ( COBO) ACE Agent Staff & ************** they refused to provide me with a vehicle ; as they claimed that the liability coverage was not included in my Expedia Booking.
Therefore their manager demanded that I pay them an additional fee of $ ****** USD , otherwise he would not with an ACE rental car.
So, I went to Hertz Car Rental at the **** airport and rented a similar vehicle from Hertz for a total 5 day rental fee of $ ****** USD ; which also included the liability & collision coverage , all taxes & fees , unlimited milage , fill tank of gas , ect.
It appears the local COB Ace rental manager is engaging in very unethical business practices .
This appears is simply be a bait & switch scheme - meaning customers are baited to book online vai Expedia.com with very low online pricing quotes which include liability insurance & upon a customers arrival at the local COB Ace rental managers office their staff then demands that the customer pay their agency a very high additional fee for lability ; otherwise customer are denied they the vehicle they previously booked via Expedia.com with ACE rental car.
FYI I will never rent another car from ACE Car Rental or recommend anyone I know should ACE's corporate management team not take appropriate action by demanding that COB Ace rental managers office immediately correct this kind of problem going forward ( meaning promptly cease & desist from engaging in such unethical business practices ) .
Respectfully ***************************
Initial Complaint
Date:02/15/2024
Type:Customer Service 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 this company last year Never was returned my deposit got tired of being given the run around nothing was ever returned to my credit car I ended up cancelling that card ace said they never returned my deposit due to me closing that account, saying they do have recordeds of oweing me, but can't return it?, spoke to my bank they said ACE should have other option in returning my deposit,I would like some kind of care and concern, the way I treated your property, no has been of any assistance
Business Response
Date: 02/19/2024
Hello *****,
The $300 security deposit was only placed as a preauthorized hold on your card. This means that you would not see a refund for the $300 deposit, the pending charge would have just dropped off your account. I have confirmed with our team in ********* and their bank that the hold was released directly following the return of the vehicle.
Thank you
Initial Complaint
Date:02/11/2024
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.
Rented a car from this provider last November (2023). Upon pickup, an employee insisted the extra insurance was mandatory, despite me saying I do not want it. I went back and forth for about ***************************************************** as well as personal insurance through GEICO, which I showed them. With a line of waiting people behind me, they continued to tell me that I cannot proceed without it, even though I had rented through other agencies without the extra insurance before. I strongly believe this company is targeting the younger customers on their lack of ************ laws. I finally paid for the insurance, because they told me I would have to get back in the line (1 hour wait at least) just to rethink the insurance. I do not understand the scam they are trying to pull here, or what incentives they get for upselling. I reached out to their customer support, I was answered promptly and then they went ghost after 1 message back. I continue to email in with no responses. How can I not get a hold of any one to talk to about this? How is this legal. (The insurance charge was only ~ $150 of the 306.** total)
Business Response
Date: 02/13/2024
Hello ****,
Thank you for taking the time to inform us of your recent rental experience in *********. Reviewing your account, no proof of personal insurance was provided as well as the rental agreement was signed accepting the charge for loss damage waiver. With this information and as a chargeback has been processed, no refund will be awarded for the coverage that was purchased.
Thank you
Initial Complaint
Date:02/10/2024
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.
Rented a car from ***** airport location on 1/22/24 returned on 1/27/24 in the same exact condition. The same female attendant carefully inspected vehicle on return and issued a return receipt and a closed rental agreement receipt with no damage noted, no damage deposit was retained.On 1/31/24 I get an email from Rockport Claims stating that I owe them over $1500 for damage of rear bumper. They did not include original return receipt or original closed rental agreement receipt, but attached a new closed agreement now showing damage deposit charged. Also included were undated photos of purported damage, an estimate allegedly done on 1/29/24 remotely by someone in Miami area with plenty of incorrect information and, most importantly, a forged accident report with a note saying that I refused to sign it. This is a scam. Ace customer service refused to deal with this. Rockport also refused even after I provided to them the original documents that *** never sent. Ace CEO office also never responded. The claim was sent to my insurance company that will be investigating this matter with possible referral to appropriate authorities. All documents are available on request.
Business Response
Date: 02/12/2024
Hello ******,
While I do understand the frustration with the charges and the damage claim, once a claim is opened there is nothing we are able to do on our end. You and your insurance provider will need to dispute the charges through Rockport Auto Claims directly. Regarding the $200 charge, this will be returned to you upon completion of the claim. Estimates are done by Rockport and the dealership for the cost to repair the damages.
Thank you
Customer Answer
Date: 02/12/2024
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.

In my original complaint I accused Ace Rent a Car of unfair and deceptive business practice by claiming damages to rental vehicle after accepting that vehicle with no damage notice.
I also accused *** and not their claims processor of not supplying initial receipts to Rockport Claims and falsification of closed rental agreement after closing it and falsifying so-called accident report and other documents in order to justify the claim.
Ace never addressed those complaints.
Regards,

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

Business Response
Date: 02/13/2024
Hello ******,
Provided is the signed return slip showing damage done to the vehicle. This was done at the time you returned the vehicle not after the fact. As stated, nothing further can be done on our end and will need to be handled through Rockport and your insurance provider.
Thank you
Customer Answer
Date: 02/14/2024
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.

Im including receipt and a closed rental agreement provided upon return and inspection. No damage is stated and no damage deposit is charged. These were not sent to Rockport Auto Claims by Ace since they confirm no damage on the vehicle.
The slip you provided by you is not signed by me and was never presented to me for signature at the time of inspection. All documentsprovided by *** are falsifications created after the fact. This is easily proven.

Regards,

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

Business Response
Date: 02/19/2024
Hello,

We have submitted this case as closed to the customer, but they will not allow it to be resolved. Unfortunately, there is nothing else we can do regarding this case, but the customer is not accepting this resolution. Let me know if there is anything that can be done to ensure this case stays closed.
Initial Complaint
Date:02/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car between 1/12/2024 and 1/15/2024 at ********* ACE rent a car. I booked this through Priceline and the price was $162.99. I also agreed to a pre-paid fuel, which was around $3.50 per gallon and I only drove 180 Miles on the car. I waived additional insurance and everything else. They did not state any fees aside from the gas. The total amount should've been around $180 maximum. I was charges $162.99 AND $172.This is a blatant double charge. I believe they double charged me and I should refunded for the $162.99.
Business Response
Date: 02/06/2024
Hello *********,
Thank you for informing us of the increase of charge to your reservation. Reviewing your account you signed your rental agreement, agreeing to purchase liability insurance. I have provided a copy of your signed agreement showing the charges and that they were accepted. Unfortunately, no refund can be made for the charges on this reservation.
Thank you
Initial Complaint
Date:02/05/2024
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 just had a trip to ********* and rented 3 days from ACE Rent A Car (actually returned the car after 2 days due to my schedule). Experience was good until I left the rental facility after the car return. I returned the car in the evening of Feb 4th, a lady inspected the car and I handed the key over to her, verified with her everything was good and I can leave. Then about 15 mins later I got a call from them saying I didn't leave the car key to them ... HOW could this even happen! Now they charged me $450 for missing car key, and now I have to spend more of my time disputing this $h.t... Not to mention I did hand the car key to the lady, as an inspector, how could you not verify if the key is returned before saying I can leave? -- I even asked if everything is good and we can go?... And how can you generate the the full receipt for the car rental and then 15 mins later you tell me I didn't give you the key and charge me additional? I have called ***'s phone center, twice, both times the staff said they will follow up and someone will contact me from their side. As the moment I am writing this review, no one has followed up and I still have that $450 charge on my credit card. Such a bad experience!
Business Response
Date: 02/06/2024
Hello Song,
Thank you for reaching out regarding the charge you received for the lost key. This fee has been refunded to you and should show in your account in 5-7 business days. Provided is the refund receipt and the new invoice for your rental.
Thank you
Customer Answer
Date: 02/06/2024
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 do have one more question : did they find what happened to the key after I handed back to the inspector?

Regards,
***************
Initial Complaint
Date:02/05/2024
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.
This was TOTAL CHARGES$485.08 RATE CHARGE82.00 (this was disclosed)PRE-PAID FUEL48.19 (I did not use this amount. I brought the vehicle back at half a tank)CDW134.95 (this is unknown to me, this was never disclosed to me)ALL INCLUSIVE TOLLING39.95 (I did not agree to this)TIRE AND W/S PROTECTION44.95 (I agreed to this)SALES TAX28.41 AIRPORT ACCESS FEE37.88 (this was another hidden fee. It was not disclosed to me)******* SURCHARGE10.25 (this charge was never disclosed to me)VEHICLE LICENSE ************* charge was not disclosed to me)ENERGY RECOVERY FEE10.00 (this charge was another hidden fee. It was never disclosed to me)AIRPORT CFC29.75 (this charge was another hidden fee. It was never disclosed to me)
Business Response
Date: 02/05/2024
Hello ******,
Thank you for reaching out regarding the charges to your rental. Per your initial rental through Priceline, All taxes and fees (for the vehicle) are listed which include the ones you state were not disclosed to you. In regards to the toll pass, tire and windshield protection, and the collision these charges were all signed for and accepted on your rental agreement. Regarding the prepaid fuel and in accordance with your signed rental agreement "Credit will not be issued for unused prepaid fuel.". All charges are visible prior to signing and a copy of the rental agreement is given prior to taking the vehicle. Unfortunately, no refund is due or will be awarded.
Thank you
Customer Answer
Date: 02/05/2024
Better Business Bureau:

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

The agreement was vaguely verbally communicated to me while I was initialization and signing my name. It was explained that the total of $485 was just "a hold" on my account and that it would be adjusted upon return. I did not use $48 in gas. I did not use $39 in tolls and all those fees were not disclosed.

Regards,

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

Customer Answer
Date: 02/05/2024
The agreement was vaguely verbally communicated to me while I was initialization and signing my name. It was explained that the total of $485 was just "a hold" on my account and that it would be adjusted upon return. I did not use $48 in gas. I did not use $39 in tolls and all those fees were not disclosed.
Business Response
Date: 02/05/2024
Hello ******,
As explained and per your agreement, the fuel stands as there is no refund for unused prepaid fuel. In regards to the toll pass, if the toll pass is not accepted, you will be billed the cost of the tolls plus up to a $50 fee per toll. This can be reviewed by the location 14 days after the return of the vehicle be emailing **************************************.
Thank you
Customer Answer
Date: 02/05/2024
Ace rental has responded with no resolution. The explanations given to me through this dispute were never explained during the rental process. It is a Shame that there are multiple expensive and hidden fees. I am not looking for a full refund. I am only asking to be refunded what I was not made aware of or what was never disclosed to me
Customer Answer
Date: 02/05/2024
Better Business Bureau:

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

Yhank you for your response. I understand you're perspective.

I was told that whatever gas i do not use i will be reimbursed. I did not use $48 worth of gas. I also did not use $39 worth of tolls. It was never explained that this was the final cost. I would not have paid the gas or the toll fee prior to driving off. Also, I think it's not ok for the customer service rep to have rushed me through the paperwork. Perhaps they could be trained to slow down, and give a thorough explanation, and an honest one, to the customers.
Regards,

***************************
Initial Complaint
Date:02/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car for the week of January 21st-26, ****. We added a day (11 days before our travel date) to our vacation but because they would not allow me to extend the reservation I rented a vehicle from the 26th -27th. Upon arriving I asked if we could take care of the paperwork all the way thru the 27th. No was the answer. Went in the 25th to see if we could take care of it and just keep the same vehicle. No because we had a small suv and rented a car for the last day. Was supposed to turn in at 2 Friday and transfer to the other car until 2 Saturday but they said I could come when they opened Friday morning. So I was the first one there to trade. Saturday my gps took me everywhere but the business so I was 20 minutes after 2. (The lady informed me I should have put the st croix post office in my gps, like I would know to do that?). She also informed me that my shuttle had left and she couldnt guarantee they would be back in time to get us to the airport before our flight left (we have more than 2 hours) so I told her we will drive the car to the airport as to not miss our flight. We did so now my one day rental went from $87.11 to $112.11. When I looked at my credit card bill I have been charged $199. When I called she said I picked it up at 7:30 and dropped it off at 2:30. I was already paying for a rental until 2! She never said she was going to charge me more for coming in the morning. The entire experience with the office in st croix from the time we landed (being the last ones in our entire flight to be picked up) to the time we got back to the airport to go home (no one available to get us back to the airport) was a fiasco and they did everything to make it as inconvenient as possible. I should not have even been charged the extra $25 for leaving the car at the airport let alone $199! My card should have been charged the $87.11 that I agreed to pay when I reserved the car on January 11th. Reservation #BGS15250342
Business Response
Date: 02/08/2024
Hello *********,
Thank you for reach out regarding your recent rental in St Croix. I am reviewing your case and will be in touch soon. If you are able to provide any documents that would be very helpful in reviewing your case.
Thank you
Customer Answer
Date: 02/22/2024
I never received any correspondence from rental company since I originally called with the complaint and the lady hung up on me. They have not reached out.
Customer Answer
Date: 02/22/2024
Better Business Bureau:

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

I never received any correspondence from rental company since I originally called with the complaint and the lady hung up on me. They have not reached out.

Regards,

*********************************
Business Response
Date: 02/22/2024
Hello *********,
I have created a case and emailed you directly to be able to continue the review of your account.
Thank you
Initial Complaint
Date:02/02/2024
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.
"Cautionary tale: Steer clear of Ace, the epitome of a disreputable car rental service. Endured an interminable wait for the airport shuttle, only to be duped with deceitful charges. Despite twice stating my existing insurance, a brazen $119.94 insurance fee materialized on my bill. Unjustified charges, such as a preposterous $36.70 airport entry fee and a misrepresented $59.95 toll fee, left a bitter taste. This company's unethical practices demand immediate awarenessI am committed to disseminating this warning far and wide. Share and spread the message: Never, under any circumstances, subject yourself to the pitfalls of Ace Rent-A-Car *******!"
Business Response
Date: 02/02/2024
Hello **,
Thank you for taking the time to reach out regarding the increase to your recent rental in *******. Proof is to be presented at the time of pick up or you do have to purchase insurance. It is not on our agents to ask for proof, it is to be presented. As for the toll pass, it can be reviewed 14 days after return and if no tolls were picked up it will be refunded.
Thank you

Customer Answer
Date: 02/02/2024
I have never rented a car in my life where when I was asked: do you need insurance on the car? My reply was no. I called my State Farm agent the day before the rental, and they told me I was fully covered. So the statement from the sales agent as well as from the customer service agents reply is a flat out lie! One more time for clarity I was asked do I need insurance? The reply was no I do not. I received a bill for $119 for insurance that I told the agent to his face I did not want or need.
Customer Answer
Date: 02/02/2024
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]
I have been lied to by the agent from Ace Rent-A-Car in *******! Now I have been lied to on The Better Business Bureau site! By their customer service representative !
I was asked by the agent on the day of rental do I need rental insurance? My reply was no, I called my State Farm agent the day before the rental they told me no I was covered! jumped on their Bus to the airport and realized all these additional charges!
Regards,

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

Business Response
Date: 02/02/2024
Hello Ed,
All charges are signed for and accepted by the customer on the ********************** agreement prior to taking the vehicle. You see what is being signed for at that time as well as receive a copy of your signed rental agreement. No refund will be awarded to this contract.
Thank you
Initial Complaint
Date:01/31/2024
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 wife and I reserved and picked up a car with ACE Rent A Car (abbreviated as ACE) on 12/30/23 at *** and returned to the same location on 01/02/24 at 5 am. I diligently followed the instructions given by the agent in the office, leaving the car key on the front passenger seat. However, to our surprise, we discovered an additional charge of approximately $650 on our credit card.Upon contacting ACE, we were informed that they could not locate the key, and we were required to pay the aforementioned amount for the missing key. I strongly believe this is not our fault, as I adhered precisely to the instructions provided by the clerk and did leave the key inside the car.Subsequently, we reached out to ACE customer service, and while the operator assured us that the information would be conveyed to the manager, we never received any callback. Despite making four follow-up calls to ACE customer service, we were repeatedly told that the management team would contact us, which never occurred.Feeling helpless, we resorted to leaving a ****** review, which finally garnered the attention of *******************, a Customer Experience Specialist, facilitated communication between ACE and us. During this process, it was confirmed that the key was not found. We requested an investigation, hoping that video footage might be available. Unfortunately, ******* informed us that no videos were accessible, leading to the closure of the case.I am filing this complaint because (1) we did return the key as instructed, and the $650 fee should not be charged to us; and (2) there is a significant need for improvement in the rental car return process and customer service at ACE.
Business Response
Date: 01/31/2024
Hello ********,
Thank you for reaching out regarding your recent rental with our ** office. Reviewing your account I see that multiple calls have been attempted by the location to you. Video footage of when you returned were reviewed and no keys were found. If you are able to provide proof that the keys were left on the seat your case can be reviewed further however, at this time no refund will be awarded and the charge will remain on your account. While I understand this is not the response you are hoping for, with the evidence currently in hand there is no further review that can be made.
Thank you,
ACE Customer Care
Customer Answer
Date: 02/03/2024
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.

The business requested evidence that the key was left in the car. Regrettably, I was not aware of the necessity to retain proof of placing the key in the front passenger seat, as I perceived it to be a simple and routine action. If such evidence is deemed necessary, it becomes the responsibility of the business to remind each customer to capture a photograph or video of the key's placement, particularly if the key is not readily located.

Regards,

***************************
Business Response
Date: 02/05/2024
Hello Jianbing,
Unfortunately, as the key was not located and there is no additional information or proof that can be provided to further the investigation, this case is closed and the fee will stand.
Thank you

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