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

• 

  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

• 

  ACE Rent A Car

  8901 4th Ave Brooklyn, NY 11209

• 

  Aligo Rent A Car

  8811 Bridgeport Rd Hampton Inn Vancouver Airport Richmond, BC V6X 1R9

• 

  ACE Rent-a-Car

  212 Airport Rd Lewis Run, PA 16738

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

• Initial Complaint

  Date:01/03/2024

  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 vehicle on 12/26/23 which I was supposed to return on 1/2/24 for $372 through Expedia for unlimited miles. ** 12/28/23 I was charged $500, on 12/29/23 I was again charged $500. When I checked my account on 12/29/23 and noticed the charges I called multiple times and couldnt get a hold of anyone until 1/2/24 at 10:00 AM , I was told the charges were because I went outside of the **************** and its unlimited miles but within the ****************. No one explained this to me , they asked me to sign the rental contract and so I did trusting it was what I had been explained which was not that there was a $1000 fee which is more than 3 times the amount I rented the vehicle for and that they were going to charge it in two separate payments to top it off. This is unfair business practices and very misleading to say the least . They took $1000 because I went out of state but no one explained this to me when I rented the vehicle. Im a single mother of 3 children, had saved up the entire year for this vacation and now thanks to Ace rental my account is over drafted by $1070 .

  Business Response

  Date: 01/04/2024

  Hello *****

  Thank you for taking the time to write to us regarding your recent rental in *********. While I understand the frustration with the additional charge for travel however per our terms and conditions available on all sites you can book with ACE through: Cross-bordering outside of the **************** is 300 USD per rental. Renters must notify at the time of pickup of any out of state travel. Travel outside of ******* without prior notice will result in a penalty fee of **** USD. Cross-bordering from ***************** is not permitted. 

• Initial Complaint

  Date:12/27/2023

  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.

  The company forced/pressured insurance upon me for a rental vehicle. I have ever never rented before, so I was unaware you could provide your own insurance. After leaving the facility, I spoke with my insurance who explained it was mandatory for a rental company to explain you could use your own. I tried resolving this issue with the Operations manager who was rude back, and unresponsive after 1 single email.

  Business Response

  Date: 12/28/2023

  Hello ******,

  Thank you for taking the time to review your recent rental with our ******* office. Per our terms and conditions it is stated that if proof of personal full coverage insurance is not provided the customer must purchase insurance at the counter. You do also have to sign agreeing to purchase the insurance on your rental agreement. As no proof was provided to the agent of your personal insurance the insurance can not be refunded. I understand the frustration with the charge however, the information regarding our insurance policy is provided at booking and prior to booking on all sites you can rent with ACE through. I hope you will allow ACE to assist you again in the future. 

  Customer Answer

  Date: 12/28/2023

  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 am not satisfied as I did not book through ACE , I booked through Priceline so the terms and conditions were not listed. I have never rented before so I was unaware you could provide insurance. ******* never asked me if I had proof of insurance - how was I supposed to know I could provide it if ******* didn't state so and Priceline didn't state so????

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

  
  

  Business Response

  Date: 12/29/2023

  Hello ******,

  Our terms and conditions are listed on Priceline's site as well as all sites you can book with ACE through. *************************************************************************************************************************************************************************************************************;

  This is a link to Priceline booking where if you scroll down to important information there is a link to rental car policy and rules. 

  Thank you!

• Initial Complaint

  Date:12/26/2023

  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 made reservations online with ACE rental for the airport location at ***************, *******. The price was a total for $181.18 including all fees. When I arrived, the salesperson tried to upsale me on better vehicles and extra protection plans. I declined and only told him I would be using the Tolls SunPass only. They told me they take out a hold on my credit card for $354.76 as a security deposit. I confirmed with them my rental agreement price for $181.18 and they said yes you will get back the difference. When I returned car I never received and invoice until I called in 4 days later. I was also billed additional $15.95 for gas, when I brought the car back on the same line I received it (just a little below full). When I called to correct bill, I was told a different story and got charged plans I never agreed to. I would like a proper adjustment. I called corporate and got left on hold.

  Business Response

  Date: 12/26/2023

  Hello *******,

  Thank you for taking the time to inform us of the extra charges to your recent rental with our *************** office. Reviewing your account I show you signed agreeing to the purchase of the toll pass and the partial damage waiver. The fuel charge was due to the vehicle not being returned full as it was received full. As the charges were signed for and accepted as well as a copy of the agreement is given prior to leaving the office, no refund will be awarded. 

  Thank you

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

  Customer Answer

  Date: 12/26/2023

  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 never agreed to any partial coverage, I had questioned the amount of rental agreement in comparison to the reservation amount and specifically said I only want Toll pass.  There was never no breakdown of the cost for SunPass tolls, which doesnt not reflect on invoice.  Also, I never received the actual contract in hand or billing documents, just a pre screening damage report of any scratches.  I only signed an electronic pad with verbal explanations of my coverage.  This is poor practice when people are traveling to take advantage when they are trying to make appointments to secretly incorporate additional charges.  
  Regards,
  
  *******************************
  

  Business Response

  Date: 12/28/2023

  Hello *******,

  While I do understand the frustration with the additional costs to your rental, the charges are signed for and I can see a digital copy was emailed to you of the rental agreement. As it is past your rental period, insurance can not be refunded. 

  Thank you!

   

• Initial Complaint

  Date:12/23/2023

  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.

  Upon pickup, I was told even though I had unlimited miles they asked that I didnt go farther than 200 miles away because they werent a nation wide company, and if I went outside the 200 miles it would be on me to get the car back to them if there was an issue. I returned the vehicle back to them on time and at the location I picked it up. When I returned the car, they said there was going to be a fee for traveling farther than **************************************************************************** what the fee was going to be because it was up to the owner on what he wanted to charge. He was on vacation in ***** so I had to leave not knowing what number he was going to decide to charge me. The contract stated things such as, if someone else drove the car ($250) and a fee for smoking and what not, but nothing for leaving a 200 mile radius. The total price was $436.05 with a $400 deposit. I only received a $64.07 refund for my deposit.

  Business Response

  Date: 12/26/2023

  Hello ****,

  Thank you for taking the time to address your concerns with the fee for traveling outside of the allowed 200 mile radius. Per our terms and conditions available on all sites you can book with ACE through: Vehicles are only allowed to travel within a 200-mile radius of the office. Travel outside of this radius may result in a 300 USD Penalty fee. While I do understand the frustration with the fee, it is listed on your signed agreement as well as prior in our terms and conditions. I hope you will allow ACE to assist you again in the future. 

  Thank you! 
  *****************

• Initial Complaint

  Date:12/23/2023

  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.

  ***, and the 3rd party booking "Gorentalcars.com" misrepresent and mislead customers when they allow them to book without a credit card, EVEN IF THE WEBPAGE STATES ONE IS NEEDED AFTER THE BOOKING. Why allow bookings to take place if it is not following the policy that will permit you to rent a vehicle to someone? STOP ALLOWING CUSTOMERS TO MAKE RESERVATIONS WITHOUT A CREDIT CARD IF YOU REQUIRE A CREDIT CARD-it's that simple. But maybe there's a reason ACE won't, they make too much money off the consumer using this misrepresentation. Seems like ACE is trying to pocket money from customers using a "no show" charge. I am curious as to how much money they have made off this. Even though I attempted to rent the vehicle so I did in fact "show". Very sleezy business practices, not to mention the indifferent employee's who were rude, disengaged and left me in a very dangerous area of LA. Will never use another 3rd party or ACE rental, absolutely awful.

  Business Response

  Date: 12/26/2023

  Hello ******,

  You are able to prepay for a rental with a debit card, the card that is used at the counter must be a credit card. All information regarding cards and what is allowed is available prior to renting on all sites. The "no show" fee does not get paid to ACE from prepaid bookings, that is collected and kept by the third party site you book through. If a rental is not used, ACE does not get a ***** for the booking. I hope you will allow ACE to assist you in the future. 

  Thank you!

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

• Initial Complaint

  Date:12/14/2023

  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 18 October, 2023, I rented a car from Ace Rental for $194.25, for a total of 5 days. The car was returned on the morning of 23 October 2023. They charged me a $200.00 deposit and have/will not refund my deposit. I have contacted them numerous times and the Ace representative has told me numerous times that he has processed my deposit. Today I finally called the ************************ and now 3 months later, Im being told that the car was dirty and they are not refunding my deposit. This is absolutely not true (the car being dirty). If that was the case, that should have been disclosed to me when the car was returned. I am only asking for my deposit of $200.

  Business Response

  Date: 12/14/2023

  Hello *****,

  I show that there is an open case for you regarding the cleaning fee. This is being reviewed by our team with the location to get more information and photos regarding the charge. I do understand the frustrations with the deposit being billed and not being notified to the cleaning fee. I do request 72 hours (as the weekend is approaching it may be Monday) for your case to be reviewed and an answer to be given. I hope you will allow ACE to assist you in the future. 

  Thank you!

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

• Initial Complaint

  Date:12/12/2023

  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 vehicle at Ace Rent ACar - ********* ****** that was supposed to cost $512.16. They allocated a $500.00 security deposit on the vehicle to be released upon returning it. Driving down the highway a rock flew up and cracked the windshield. I was contacted by a claims company a couple of weeks later saying I owed them $353.58 for the new glass / labor/ loss of use and a administration fee. I paid that promptly believing that would refund my $500.00 security deposit that ace rent a car had charged me. After awhile when it hadnt I called a few times only to get a run around on who I need to talk to and hes off the rest of the **** I filed a complaint with my fnbo credit card which also got me no where because *** says I agreed/signed a contract to rent with a security deposit. First and definitely the last time renting a car anywhere other than thru Enterprise. I guess its my own fault for not checking out the couple of hundred bad reviews that theyve already received for basically s******* their customers one way or another before I rented from them.

  Business Response

  Date: 12/13/2023

  Hello ****,

  Thank you for taking the time to write to us regarding your rental in ********* in May. The security deposit is only released if it is not applied to the cost of the damages. In your case the deposit was applied to the damages. I do show that you filed the chargeback with your bank. Once a chargeback is filed there is nothing further we are able to do regarding cases and costs on a rental. 

  Thank you!

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

  Customer Answer

  Date: 12/26/2023

  This is the first time Ive checked my emails since  filling the complaint .
  Here is the bill that I received from their claims adjuster that I paid immediately thinking it would release my security deposit. As far as the charge back to my cc ties their hands doesnt amount to anything because they turned around an recharged my cc another $500.00.

  Customer Answer

  Date: 01/05/2024

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

  This is the first time Ive checked my emails since  filling the complaint .
  Here is the bill that I received from their claims adjuster that I paid immediately thinking it would release my security deposit. As far as the charge back to my cc ties their hands doesnt amount to anything because they turned around an recharged my cc another $500.00.
  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 01/05/2024

  Hello ****,

  I called the locations manager and they are processing the $500 back to you today (1/5). The claims process does take a long time to finalize on our end and I appreciate your patience while this was finalized. You will see the refund for $500 in your bank in 5-7 business days. 

  Thank you!

• Initial Complaint

  Date:12/05/2023

  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 had an accident around 10:00 PM on the 4th of December, 2023. While we were exiting 275 north in ************** something hard and sharp broke the tire including damaging the rim. (We payed for partial damage insurance.)We finally made it home after changing the tire around midnight when I tried to get help from the company. I left a message for them to call us back at that time. We didnt receive a call back so we called around 9:57 am the next morning. Had me waiting until 10:49 am when they called back and told me they wouldnt cover the tire because the tire is not part of the structure of the car. That we didnt have an accident therefore its supposedly our responsibility to take care of the damage. I refuted it and they said they would have the manager call us back. They never called so at mid day we decided to go to the airport to try and have some help. The manager who attended us was completely arrogant and was being intolerant towards my partner who was trying to explain that it was an accident and the company had made us loose an entire day of our vacation waiting for help. Finally they gave me a new contract and exchanged the car, but unfortunately theyre still wanting to make us responsible for the costs even though we payed for partial insurance thats supposed to cover to a $1,000 of damage. We need help! Thanks in advance for it,****************************

  Business Response

  Date: 12/07/2023

  Hello **************, 

  Thank you for reaching out regarding your coverage and the tire damage to the vehicle. Most collision damage waivers and partial damage waivers do not cover tires and windshield damage. There are a few of our locations in ******* that specifically offer tire and windshield coverage together on one policy. Its a low price policy for approximately $6.00 per day plus tax. Tire and rim damage would be your responsibility.  If you have further questions, please let us know. 

• Initial Complaint

  Date:11/30/2023

  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.

  We rented from Ace via a third party app (non-prepaid). Upon arrival in *********, we were shuttled via 2 shuttles to the ace lot. Once we got to the counter we were told that they cannot legally remove the basic insurance package, as I opted to use my own insurance and also had double coverage from my credit card. The man at the front told me that he cannot take it off, and the system adds it automatically. I then asked 5 (yes, FIVE) more times. If he is sure that he cannot remove it, he confirmed. I read the policy before signing and it says something about Optional so I confront the man helping. He states he does not know why it says that, and it is most definitely not optional. I guess its okay to upsell on the premise of lies ?? I asked if there was anyway to take the coverage off multiple times before finally just signing in order to get to a wedding I had flew in for. Original amount was supposed to be ******

  Business Response

  Date: 12/01/2023

  Hello ****,

  I appreciate your time in reviewing your recent rental experience with our ********* location. Our insurance can be denied with proof of full coverage. As you do sign either accepting or denying the insurance at the time of pick up, you can select to deny it. I was unable to find your rental from your name. If you can email us at ************************************* with your information we would be happy to review this further for you. 

  Thank you!

  ACE Customer Care

• Initial Complaint

  Date:11/28/2023

  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.

  Ace/Nifty car rental provided me a rental car that had over ******* miles on it, was 15 years old and had multiple problems. The tires were bald, the car was not clean and very unsanitary. The battery died, and they are claiming damages that I never saw. The staff was truly incompetent, and threatening. The business charged my credit card without any written estimate or proof of alleged damages. Their story and reasonings changed multiple times. Initially the individual said they would only share documentation with my insurance company after I made a claim. Then stated if I wanted anything in writing then they would have to take the car to a dealership and threaten that it would cost me more than the mechanic they already had look at it, but the first mechanic did not provide them with an estimate. Then, they stated the corporate office needed to send me the documentation but would not provide a corporate office phone number.

  Business Response

  Date: 12/07/2023

  Hi *****,
  
  We found your reservation in the system as POV14801336. We are investigating this with the location to look into the vehicle you received. We expect an answer back from them within ************************************** additional details, please send them our way.
  
  ******************
  Customer Care
  **********************