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

  15269 104 Ave Inside Sheraton Hotel - Lobby Surrey, BC V3R 1N5

• 

  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

• 

  ACE Rent A Car

  2261 94th St East Elmhurst, NY 11369

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:11/20/2023

  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 from Ace car rental at **************/hollywood airport on 11/10-11/15 2023. Rental #***-255890. Upon returning the vehicle, an agent inspected our vehicle and signed off on it. I received a receipt regarding my rental through email and my credit card was charged accordingly. A day later I received an email regarding a claim from Rockport Auto claim(claim #*****), claiming that there was a claim for a chipped windshield in the amount of $1644.99. I have a copy of the form that the agent filed after returning the vehicle stating that the vehicle was returned the way I received it. No accident or incident report was ever produced after the vehicle was inspected. At no time did I see this "so called" chip in the windshield during my 5 day rental. I feel that this claim is unfounded and my insurance company should not be liable for this claim.

  Business Response

  Date: 11/20/2023

  Hello ******,

  Thank you for taking the time to write to us regarding the damage claim on your rental in ***************. As a claim has been opened all disputes must go through Rockport Auto Claims. You can reach them at ************ or at ******************************* I hope you will allow ACE to assist you in the future. 

  Thank you!

  ACE Customer Care. 

  Customer Answer

  Date: 11/21/2023

  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 have contacted the National chain and they told me it has to be disputed with the branch (************* airport). I called them and they told me that they just rented the cars and gave me the number for Rockport Auto claims.I told the agent that I had already spoken to Rockport and they had told me that the claim needed to be disputed through the rental company. He then told me to call the National chain, which I had already called. I have made endless calls, and no one seems to be helpful. I explained to the branch that their agent had checked me out during the return and I was provided an emailed receipt. He told me that they have nothing to do with it and I can call Rockport or the National number. Complete run around. I have been given nothing but generic responses.
  Regards,
  
  *************************
  

  Business Response

  Date: 11/21/2023

  Hello ******,

  I understand your frustrations with the run around. Once a claim is opened ACE is no longer handling anything with the case and we are unable to make any changes to a contract. Disputes for the damage have to be made through your insurance provider and Rockport directly as it is with any case. 

  Thank you!

• Initial Complaint

  Date:11/17/2023

  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.

  ****** created multiple additional false fees that went above the confirmed receipt from Priceline. He knew that there weee not other cars left to rent at the airport and continues to try to add forced fees for unnecessary additional insurance, forced use of ******* highway tags, and credit card fees. When I suggested this was unethical, he became angry and refused to help me as a single mom in another city with children in tow. He said he has the right to refuse business. It was highly unethical as well as based upon injustice and stereotyped misuse of power against single women. He ***** in cruelty as he did it.

  Business Response

  Date: 11/17/2023

  Hello ****,

  Thank you for taking the time to write to us regarding your recent rental experience in ***************. Reviewing your account I see that you attempted to pay with a Venmo card which is not accepted. Due to this, that is why we were unable to rent to you. The toll pass is optional and insurance can only be denied if proof of personal full coverage insurance is provided. I hope you will allow ACE to assist you again in the future. 

  Thank you!

  ACE Customer Care

• Initial Complaint

  Date:11/17/2023

  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.

  On the 11/5/2023 I rented a vehicle from ACE car rental and was told I will be charged an additional $200 deposit which will be refunded 2 days after returning the vehicle, I returned the car on 11/10/2023 in the same condition I received it. I tried contacting them multiple times but have been unsuccessful and I still havent received my refund.

  Business Response

  Date: 11/17/2023

  Hello ******,

  Thank you for reaching out regarding your recent rental and your deposit. I can confirm that your deposit has been released from the pending hold. You will not see a refund of the charge as it was processed as a preauthorized hold. The pending charge on your account will just drop off. 

  Thank you!

  ACE Customer Care

  Customer Answer

  Date: 11/18/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:11/09/2023

  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.

  when we picked up the vehicle we had rez for ICAR when we got to the counter the agent talked us into getting a van for $20 more a day for the extra room. We went ahead and took it. The vehicle when you go around 40mph the steering wheel shakes uncontrollably, there was a big piece missing on the back of the van , the functions of the doors didnt work properly. We actually chose not to drive the van that much with the kids because we were worried about the steering issues. The agent never mentioned anything about insurance in our process of renting. I found a charge for CDW on their invoice and I didnt need insurance because we have our own. Never asked for proof or anything. We asking for CDW to be refunded and a discount of the upgrade cost due to the issues with the van. I have tried reaching out the the manager multiple times and Im told they are busy. When contacting customer service, they inform me the owner of that location has denied our refund. When asking if I can speak to the owner, ** told they information is not allowed to be shared. When asking for the manager contact for customer service, ** told they are not allowed to provide that information as well. How am I not allowed to contact a manager? Isnt that the job duty of a manager?

  Business Response

  Date: 11/13/2023

  Hello ******,

  Thank you for taking the time to write to us regarding your recent rental experience. I have reviewed your account and the case you had with our team and while I do understand the frustration with the additional charges, no refund will be awarded. Multiple people have spoken with you regarding your case, on being a manager for the location. The final say does come from the owner of the location and he has advised that no refund will be awarded as you do see what you are signing and you do receive a paper copy of the rental agreement prior to leaving the location. We are unable to share managers/ owners information. This is at their own request to not share their information. 

  Thank you,

  ACE Customer Care

  Customer Answer

  Date: 11/23/2023

  I did not get notified of any response until I received the closure of my complaint. I would like to re open this and still argue the fact that ACE rental has charged more than hundreds of people for their insurance, when we have our own collision insurance. They refuse to epicure any manager information which makes absolutely no sense. 

• Initial Complaint

  Date:11/07/2023

  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.

  ACE RENT A CAR ***** CHARGED MY DEBIT CARE $904.34 FOR UNAUTHORIZED CHARGES, WITHOUT ANY EXPLANATION, AND UNWARRANTED BY THIS COMPANY AND WHEN ATTEMPTED TO RESOLVE THE ISSUE, NO ONE COULD BE CONTACTED AND NOTHING WAS RETURNED TO MY ACCOUNT. WHILE NO ITEMIZED RECEIPT WAS ISSUED WITH THIS CHARGE NOTED ON IT. THIS COMPANY IS ALSO NOT LISTED AS A LEGITIMATE BUSINESS IN THE ****************

  Business Response

  Date: 11/10/2023

  Hello *****,

  Thank you for taking the time to write to us regarding your recent rental experience. Reviewing your account I see that a few agents have contacted you regarding the charges of your rental. Your rental was finalized for $942.11. You did extend your rental which accounts for the additional rate charge and the extra day premium. As the toll pass was not added on your rental and you did go through tolls, a charge of $31.98 was added. The final charge was for the missing key which was $500. As many disputes have been made for your rental, we are unable to provide any further assistance or alterations to your contract. I have attached your final invoice for a full breakdown of the charges. 

  Thank you!

  ACE Customer Care

• Initial Complaint

  Date:11/07/2023

  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 Friday 11/3/23 I rented a car at the Ace Rent-A-Car *********** international airport location. I said that I only wanted collision insurance and I specifically waived theft insurance. The agent agreed to that and told me that I was only being charged for collision insurance.I returned the car today 11/7/2023. My receipt showed that I was charged for personal theft insurance. I called Ace Rent-A-Car and they said that they thought I had accidentally signed on a line agree to be charge for theft insurance. They said they would not be able to refund me since I already checked out. The personal theft insurance was $59.96.I should not have to pay this charge, because I specifically asked to not have theft coverage and was told that it was not charged.

  Business Response

  Date: 11/07/2023

  Hi ******, 

  Thank you for taking time to reach out about your rental experience. I have attached your signed rental agreement and final invoice for this reservation. Your rental agreement shows that you signed to opt in for extra coverages. 

• Initial Complaint

  Date:11/06/2023

  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.

  Date of Transaction was Nov. 1-5. I had a contract for a car rental for $179.89. They took at $300 damage deposit on my credit card. I initialed on an IPad the contract of multiple pages, of which I got no copy of by paper or email. I did not know the rental car company had a 3 state border to which I couldn't take the car out of, which was **************, Georgia and **************. I had a family emergency where I had to pick my son up in Tennessee when his flight got cancelled into **************, so I drove one state over to Tennessee to pick him up. They had a tracker on the car and charged me $200 and also kept my $300 damage deposit, for which there was no damage to the car, due to me crossing over the ************** border. I've tried to contact the manager to resolve this by email, multiple phone calls and voice messages and she won't return my call. I called the corporate office, only to be told the local office has to handle it but the person I'm told I need to talk to at the local office won't return my calls or emails. I was charged $500 over and above my rental contract for crossing from ************** into Tennessee, without knowing this was a policy of theirs not to go out of **, ** or Georgia. Had I known, obviously I wouldn't have crossed state lines. I would like my $500 refunded.

  Business Response

  Date: 11/07/2023

  Hello,

  Thank you for taking time to bring this issue to our attention. I have reached out to the location manager to get a copy of your rental agreement and final invoice. Regarding the additional charge, this will not be refunded as this policy is listed in our terms and conditions both directly on our site and on Priceline. I have attached a screenshot of the policy on each of these sites and highlighted the relevant portion of the policy for clarity. For our full terms and conditions for this location, please visit *******************************************************. I will provide a copy of the rental agreement and final invoice as soon as I hear back from the location on this. 

   

  Customer Answer

  Date: 11/08/2023

  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 was not given a copy of these terms and conditions to which you have attached to this email.  I was not given a copy in paper form or email form, nor was it explained to me.  I have attached the only paperwork that was given to me from Priceline when I booked this rental car.  I was only given an IPad at the time of rental and told to sign with my finger on the IPad screen.  These policies were never conveyed to me in any form or fashion, verbally or in writing, nor do I have any paperwork or receipt of the charges charged to my credit card.  This policy was never made known to me until after the fact, when I returned the car and after my credit card had been charged.
  
  Regards,
  
  *********************

  
  

  Customer Answer

  Date: 11/08/2023

  This is the only paperwork I have regarding the car rental.  Nothing was given to me in writing or by email regarding Ace's policies.  I was only handed an Ipad and told to sign with my finger.  It was only after I returned the car and my credit card was charged a $500 fine was I told the policy of not going out of the region.  Had this been conveyed to me, I would not have gone over the state border, obviously.  ************ has many, many bad reviews regarding fraudulent credit card charges and I believe this is a scam they engage in to get charge customers more without explaining any polices they have, then charging a $500 fine.  They also have never given me a receipt for the charges, the fine of $500, in addition to not providing me with paperwork or verbally explaining their policy that they after-the-fact told me about.

  Business Response

  Date: 11/08/2023

  Hello, 

  Please find your rental agreement and final invoice attached. The screenshots that I attached to my previous message are from acerentacar.com and priceline.com, where you booked your reservation. Because the policy is posted on Priceline and can be accessed during the booking process, we will not be able to provide a refund for the violation fee. 

  Customer Answer

  Date: 11/09/2023

  These documents were not given to me at the time of pick up of the car or return of the car.  This is the first time I have seen them.  I would have had to scour their website to be able to find these terms and conditions.  It's my feeling they rental company personnel should make customers aware of this policy, which has a $500 fine.  It's my feeling they hide this deep within their website terms and conditions and don't tell the customer about it in order to be able to charge these kind of ridiculous fines.  No car rental company that I've ever dealt with has been like this regarding their policies and lack of informing the customer.  This reeks of fraud and scam.

  Business Response

  Date: 11/10/2023

  Hello,

  While I do understand the frustration with not receiving the paperwork and the fine, it is listed clearly on all websites you can book with ACE through prior to booking the vehicle. It also available on our website at all times. At this time there is nothing further we are able to do regarding the fine as it is valid. 

  Thank you!

  ACE Customer Care

  Customer Answer

  Date: 11/13/2023

  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. 
  
  Under the South Carolina Code of Laws governing rental car companies, it states:   (3) "Rental agreement" means a written agreement setting forth the terms and conditions governing the use of a private passenger automobile or rental vehicle provided by a rental company.

  I did not get a written agreement from Ace Car Rental setting forth the terms and conditions, which is admitted to by the company in their statement that it was available on their website or the online agencies that offer rentals from Ace.  According to Ace, it was up to me as the renter to go and look for their terms and conditions.  I was never given anything in writing from Ace.  The only thing I ever got was a confirmation email from Priceline of my rental.

  ************** law also states:  (C) If a rental company quotes a rental rate in a personal or computer communication or a print advertisement, it shall disclose the terms of mileage conditions relating to the rate including, but not limited to, the amount of mileage and fuel charges, the number of miles for which no charge is imposed, and a description of geographic driving limitations, if any.

  Ace did not disclose to me in personal or computer communication or print advertisement these terms and conditions, which include "a description of geographic driving limitations."  Once again, according to Ace, it was my responsibility to go and look for these prior to renting from them.  I believe this is not in conformance with SC law. 

  South ************ also states:  (D) A waiver of the requirements of the provisions of this section is unenforceable as contrary to public policy.  I believe ***'s non-conformance to these provisions of the ************** is contrary to public policy and Ace is not able to waive these requirements as they are trying to do by making me, the customer, go and search for their policies and procedures prior to renting a car from them, and in addition, them not giving me these policies and provisions in writing, or at the lease verbally, at any time prior to me taking their car from the rental lot. 

  For all these reasons, I feel their imposition of a $500 fine is unlawful, illegal and contrary to South ************.

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

  
  

• Initial Complaint

  Date:11/06/2023

  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 October 20, 2023 I rented a vehicle from ace rent a car. The vehicle was to be returned in October 22,2023. I went in person to return the vehicle at approximately 10pm. I was directed by the employees to leave my vehicle in their property with the keys inside. On October 25th I was charged $198 on my card from Ace I called in to verify the reason for the charge. They advised the rental on the vehicle was extended. I advised them that i went in person to drop off the vehicle at 10pm in the 22nd to please check the cameras. They advised me someone called over the phone to extend the vehicle under my name who is not me. I asked to speak to the supervisor to know why there was a vehicle that was extended under my name when there is no one else on the account as a driver. The supervisor then explained someone called in acting like me and it is under my name so it is my problem and not theirs. I was calling them over and over for days about the vehicle and trying to find a solution as to why they would let someone who is not me use my name to extend a vehicle i went to return in person. They began texting my cellphone very unprofessional messages and I do not even know who was texting me from the company because they never said who they were. Now i am being held liable for all of these charges that occurred during the extension that was approved over the phone without even verifying my identity especially knowing I came in person for a vehicle i returned already.

  Business Response

  Date: 11/07/2023

  Hi Dory, 

   

  Thank you for taking time to reach out and make us aware of this issue. I would love to assist, but am unable to locate a reservation under your name. Do you happen to have the confirmation number for this reservation as well as what location you rented from? As soon as I have this information and am able to locate your reservation, I would be happy to help.

• Initial Complaint

  Date:11/01/2023

  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.

  Took out a rental car from ACE *** location on Oct 5. Charges totalled ****** USD but ACE added on an extra 200 USD as a security deposit which they said would be returned within 10 business days after return. Car was returned on Oct 9 so I waited the 10 business days but did not receive a return/refund within that time. So I contacted ACE and they said the release of the deposit was not in their hands and I would need to get in touch with my credit card provider. So I did that and they told me they had not received any kind of return/refund charges from ACE. So I called ACE back again and I get the same thing. At this point almost a month has passed and I ACE still owes me 200 USD back. But their customer service/accounting **** has not made any advances in helping resolve the matter.

  Business Response

  Date: 11/10/2023

  Hello *****,

  Thank you for taking the time to write to us regarding your deposit for your rental in LA. I have reviewed your account and I do see that your deposit was released from a temporary hold prior to the final charge of $374.24 being made. I have attached a photo of the charges showing the $200 difference. Because it was processed as a preauthorized charge you will not see a refund of $200, the funds just drop off and become available again. 

  Thank you!

  ACE Customer Care

  Customer Answer

  Date: 11/13/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:10/30/2023

  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.

  10/28/2023 I picked up a car from the ACE rent a car in ******* near the airport and the guy said I had to pay $52.87 to use my own car insurance. I showed him my policy and asked him to take off the $52.87 and he said that was impossible on their system. I want my money back as this is not fair with me.My reservation # is: PNV14962656

  Business Response

  Date: 10/31/2023

  Hi *********, Thank you for bringing this issue to our attention. I can see that the extra charge on your rental agreement is for a partial damage waiver. I have reached out to the location manager for clarification on this and will provide an update as soon as I hear back. -**************** 

  Customer Answer

  Date: 11/01/2023

  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. 
  
  [ I will wait for your response but I would still like a refund as I was informed this was a surcharge to use my own insurance which I had never seen before at any other rental companies]
  
  Regards,
  
  *************************************
  

  Business Response

  Date: 11/10/2023

  Hello,

  Thank you for your patience while your case was reviewed. The location has refunded the cost of the *** to you. I have attached the receipt for the refund and the new invoice showing $0 charge from ACE. You should see the refund in your account in 5-7 business days. 

  Thank you!