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

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Ace Rent A Car Northern Maine Regional Airport

  650 Airport Dr Presque Isle, ME 04769

• 

  Aligo Rent A Car

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

• 

  Aligo Rent a Car

  550 W Hastings St Delta Hotels Downtown Suites Vancouver, BC V6B 1L6

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  ACE Rent A Car

  8901 4th Ave Brooklyn, NY 11209

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: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.

  Ace Rental Car Company *************************************************************** L4V1W9 To Whom It May ********* am writing to formally register a complaint regarding the unacceptable service I have experienced with Ace Rental Car Company. My rental agreement, identified by reservation number IVR- 32631-YYZ23 commenced on 09/11/23 and concluded on 09/18/23. with the license plate number ************ returning the vehicle, I was informed of damage to the bumper. Ace Rental Car Company insisted that I pay $1000 CAD to settle these alleged damages. However, the company refused to provide any receipt or documentation of the estimated damages, which raised concerns about the legitimacy of the claim and the transparency of the transaction.After I refused to make a cash payment without proper documentation, Ace Rental Car Company assured me that they would obtain an estimate of the damages within one week or else charge a $1500 hold on my credit card. To date, 45 days have passed since this assurance was given, and I have neither received an estimate of damages for my insurance claim nor any notification about the alleged $1500 charge on my card.I have made numerous attempts to contact Ace Rental Car Company via phone and email, consistently inquiring about the status of the estimate and the charges on my card. Regrettably, my efforts have been in vain, as I have received no response or resolution from the company.This situation is not only deeply frustrating but also raises serious concerns about the business practices and integrity of Ace Rental Car Company. This lack of communication and transparency is both unprofessional and unacceptable.I kindly request that Ace Rental Car Company addresses this matter urgently and returns the $1500 charged to my card. Failing to do so will leave me with no choice but to escalate this issue to the appropriate consumer protection agencies and seek legal recourse.

  Business Response

  Date: 11/01/2023

  Hi ******, 

   

  Thank you for bringing this to our attention. I have reached out to the location manager directly for more information on this and will be able to provide further update as soon as I hear back. In the meantime, please do not hesitate reaching out here, or through your previous customer care ticket with ACE with any additional questions or concerns.

   

  -**************** 

  Business Response

  Date: 11/01/2023

  Hi ******, 

  After hearing back from the location manager I can provide the following feedback: As part of the process, the $1500.00 CAD hold that customer left for us against the car damage was closed and receipt emailed to him. We requested the estimate from auto shop right away, but still waiting for final Repair cost from them. It may take a few weeks due to their high volume of repairs and busy schedule and everything is in queue. Unfortunately it's out of our hands. We already put rush on the request and will follow up on that with our head office as well.

  I hope that this helps to provide clarity on the situation. 

  Customer Answer

  Date: 11/02/2023

  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. 
  
  In order to leverage the **************** coverage I must submit a claim within 45 days in order to process the claim. Therefore, Ace Car Rentals negligence to provide an estimate for the damages has hindered my ability to leverage my insurance provider to pay for the damages. Therefore, I would like the hold of $1500 returned to my account. ******************************************************************************************* getting an estimate. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 11/03/2023

  Hi ******, Thank you for your message. I agree that 45 days is plenty of time however, the vehicle is still in the shop and we have no control over the speed at which the repair is completed at this auto shop. We cannot provide a final invoice until the vehicle is repaired, which is dependent on the auto shop. As soon as we hear back from the shop and the vehicle repair is completed, they will be able to provide a final invoice and release any excess fees or deposit. In the meantime, no refunds are given when an active damage case is open. I understand and share your frustration, however this is out of our control.

• Initial Complaint

  Date:10/23/2023

  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.

  My family rented a car through ACE Car Rental in ********* on September 30th, 2023. We were told at the time we picked up the car that we could opt to buy insurance through ACE for an additional $44, which we agreed to do. Also, when we picked up the car, we were told money would be temporarily held as a security deposit on our credit card for the car, but would be refunded 100% if there was no damage done to the car. When we returned the car on Oct 1st, 2023 it was inspected, no damage was found, we were given our final receipt and told the deposit would be refunded 100%. When we checked our credit card statement, we noticed $85.12 of the deposit was withheld. We called ACE to find out why this amount was taken out of the deposit and the customer service rep said that it was, deducted by a 3rd party to underwrite the insurance.I let her know that we were told the insurance would be $44, which we already paid, but she said there was nothing she could do as it was a third party who took the funds. This seems 100% like a bait and switch scam. Firstly, we were never told about any third-party involvement or that there would be any extra insurance charges and secondly, we were told the deposit held on our credit card was for potential damage to the car. How does a third party insurance company have access to our credit card?!?ACE Rental Car company is very shady, we will never rent from them again. We will warn all our friends and family of the same. They should have immediately refunded our $85.12 and apologized for their bait and switch tactics. Shameful!

  Business Response

  Date: 10/28/2023

  -On the day of drop-off the customer was refunded the ************* Deposit plus an additional $8.04 (see attached). 

  -The Rental Liability Waiver (***) was initialed/signed by the customer (see attached). Customer agreed to purchase the **** We did provide the coverage to the customer in good faith based on the signed contract. Had an incident occurred, the customer would have been afforded the benefits of not being responsible for the third party liability. 

  Since this is a closed, we refunded the customer $42.56 (split the cost of the ***** Had the customer address the issue during the time of the rental from 9/28-10/01, we would have been able to remove the *** completely and have the customer sign a new contract. This is our resolve. Thank you. 

• Initial Complaint

  Date:10/20/2023

  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.

  We rented a car via Priceline for Ace Rent a Car in ******* at *** airport. We paid for the reservation in full through Priceline prior to our trip. When we got to the car rental agency, they stated (did not ask) that they will turn on the toll pass and we will have standard insurance. We were tired and should have questioned this more, but just wanted to get out of there and get to our hotel. They never discussed any prices, just a $200 fully refundable deposit. I asked if the tolls we use (which we only used less than $5 in tolls) would come out of the deposit. He shook his head and changed the subject very quickly. Come to find out they charged us $60 for turning on the toll pass and over $200 in insurance that we didn't need. The deposit of $200 and the fee of $299.73 showed up on our credit card the next day. We had already paid Priceline $249. The deposit did disappear off our credit card, but they refuse to refund the extra $299.73. They did not go over any prices which made us believe it was included in the $249 we already paid. They had me sign blank screens and we did not know what we were signing.

  Business Response

  Date: 10/23/2023

  Hi *****, 

  Thank you for taking time to share feedback on your rental experience. I hate hearing that you were not satisfied with the service that you received at our ******* location. I  can see on your attached rental agreement that the insurance that you paid for was collision and liability, which are required coverages as stated in our rental requirements. The full policy can be found directly to our site at *******************************************************. I have attached a screenshot of that part of our policy for further clarification. All customers are required to present their own full coverage insurance which includes collision (cdw) and liability, or to purchase at the counter in order to qualify for the rental. 

   

  Customer Answer

  Date: 10/27/2023

  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. 
  

  The charges are more than insurance.  There is a toll pass charge and an extended fee charge and additional taxes.  None of these prices were discussed with us.  The salesperson stated he would turn on toll pass, didn't ask us and never said there was a fee for this.  I asked if tolls we use would be taken out of the deposit and he said yes.  Insurance costs were also not disclosed.  They have you sign a blank electronic form so you don't see these fees. They are very dishonest and immoral people taking advantage of tired families traveling. 
  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 11/01/2023

  Hi *****, 

  Thank you for your patience on this matter. I have spoken with the location manager and they have agreed to refund your toll pass. Please find receipt of refund attached. Again, I hate that you were not satisfied with your experience, but hope that this helps to resolve the issue. If there is anything else that we can do to assist, please do not hesitate to reach out. 

  Customer Answer

  Date: 11/02/2023

  I just wanted to let the BBB know that the business responded to my last communication and said that they were refunding the toll pass.  They attached a phony receipt as they never refunded my card.  These people are thieves and crooks.  I wouldn't be happy with that anyway, as I want a full refund of my $299, but wanted to let you know how corrupt this company is as far as to make the BBB think they refunded something that they did not.  

  Business Response

  Date: 11/02/2023

  Hi *****, 

  Thank you for your patience on this matter. I have spoken with the location manager and they have agreed to refund your toll pass. Please find receipt of refund attached. Again, I hate that you were not satisfied with your experience, but hope that this helps to resolve the issue. If there is anything else that we can do to assist, please do not hesitate to reach out. 

  Customer Answer

  Date: 11/02/2023

  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. 
  
  No charges were disclosed except for the $200 refundable deposit.  Absolutely nothing was said about any additional charges.  I will not accept anything less than the $299 bogus fees charged to my card.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 11/03/2023

  Hi *****, Thank you for your message. The funds have been released, however it still takes time for the bank to process the transaction and for the funds to reflect in your account. Your deposit was refunded upon vehicle drop off, which is why it is showing your account. The additional refund was initiated two days ago, so it would not be reflected in your account yet. Please allow 5-7 business days for the funds to reflect in your account. Thank you. 

  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. 
  
  I do see the $70 refund, however, no charges were disclosed except for the $200 refundable deposit.  Absolutely nothing was said about any additional charges.  I will not accept anything less than the $299 bogus fees charged to my card.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 11/10/2023

  Hello *****,

  I understand the frustration with the charges however, you do see what is being signed and you also receive a copy of the signed rental agreement prior to leaving the location or receiving your vehicle. I have continued to review your account and do see you filed a dispute with your bank. Once a dispute is processed we are unable to make any further adjustments to a contract. 

  Thank you,

  ACE Customer Care

  Customer Answer

  Date: 11/14/2023

  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. 
  
  This will be my last response.  I did file a dispute with my bank because it is apparent that Ace is not going to do the right thing.  My purpose of filing with the BBB was to get the word out to steer clear of this company.  Also, what you say is a lie.  The signature pads they have you sign are blank.  The customer has no idea what they are signing.  Then the clerk folds up the receipt and says to put this in your glovebox.  Didn't even realize it was a receipt until later in our trip.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:10/19/2023

  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.

  The company operates in a way that doesn't inform individuals about the documents they're signing before renting. Despite informing the agent of my intention to decline insurance, as my card and existing car insurance provided coverage, the agent proceeded to have me sign the contract without disclosing that I would still be held responsible for the daily add-on insurance. This lack of transparency is not the right approach to customer service. I believe I've been misled into a scam, as I ended up paying more for insurance than the total cost of my rental. The business charged me 185 extra and is not willing to resolve my problem.

  Business Response

  Date: 10/20/2023

  Hi Anil, 

   

  I was able to locate your ticket in our system. The additional charge for liability insurance cannot be refunded as this coverage is required in order to qualify for the rental. You used credit card insurance, which covers collision. Per our renter requirements, renters must provide proof of full coverage insurane which covers both collision and liability. If a renter does not show liability coverage at the counter, they will need to purchase in order to qualify. You can find renter requirements directly on our site at *******************************************************. I have attached a screenshot highlighting the portion that explains the insurance requirements. I hope that this helps to clarify the situation a bit. Please let us know if you have any additional questions. 

   

  -********* 

  Customer Answer

  Date: 10/20/2023

  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 did mention that I have additional vehicle insurance from Progressive but I was not asked to provide any additional proof but instead the agent told me to sign to decline the coverage. Had I known that, I would have cancelled my rental. Also, please mention that you require to purchase additional insurance prior to customer booking a **********************. Running hidden practice to charge customers once they are there making some bs excuse is not a proper way of conducting business.
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 10/20/2023

  The response provided by the business was the same response that was sent earlier.
  I did mention that I have additional vehicle insurance through Progressive, but I wasn't asked for any additional proof. Instead, the agent deceived me into signing the black touchpad for insurance, which is unethical. If I had been aware of this, I would have second-guessed renting. It would also be helpful if you could clearly state that purchasing additional insurance is a prerequisite before customers book a rental. Utilizing covert practices to charge customers on-site with dubious explanations is not a proper business conduct.

• Initial Complaint

  Date:10/15/2023

  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 prepaid $193.00 for a rental car for 4 days on 09/26/2023 for 10/12/2023 to 10/15/2023. I arrived 10/12/2023 and was told the only vehicle they had for me was a GMC 12 passenger commercial van. This offer was under ACE Car rental Program (Dealers Choice). I paid for a non commercial auto and as stated in our contract it would be a 3 door-4 seat auto. The van has 6 seats and 7 doors. I was the only passenger. ***** that said he was one of the managers refused to ***** our contract and said for $39.00 they could provide a full size auto. I had no choice as I flew into CA and had no vehicle. I agreed for the $39.00 and asked for a receipt. I got the rental agreement when I got the car and the $39.00 was a daiy charge for 4 days totaling $180.76 where I was decieved by **************. I filed a complaint to ACE **************** by text they explained the choice could be a mini van or pick up truck which this van was neither. They gave me ********** who was the real manager, I explained the issue with him. He said he would review the tapped conversation of me and ***** and he would call me back. He never called back nor returned my calls to him. Another issue was with the Dodge Charger they gave me had ***** miles and less than 1/2 tank of gas and the contract said it had a full tank of gas and ***** with the pictures I took of the dash board. This was a very deceitful experience with ACE Car Rental and I request a full refund of $351.96 Thank you...

  Business Response

  Date: 10/17/2023

  Hi *******, Thank you for taking time to share feedback on your rental experience. I hate hearing that your experience did not meet your expectations. I have reached out to the location manager on this and a refund for the cost of the upgrade has been initiated. Please allow 5-7 business days for this to reflect in your account. I have attached receipt of refund. If there is anything else that we can assist with, please do not hesitate to reach us at *************************************.

• Initial Complaint

  Date:10/09/2023

  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.

  10/7/2023 A representative by the name of **** applied fraudulent charges on my card from the *************** location Ace Rent a Car. She fraudulently added optional partial damage waiver. Here is a summarized encounters with ****: As soon as I got to my destination I realized the extra charge Ace put on my card. I called customer service immediately to rectify the situation. I actually spoke to **** again and she said the problem could be solved by talking to a manager. She said she would call me back **** minutes later. After an hour of no contact I called her back. She said the manager was not in and would call me tomorrow between 1-3. The next day I received no call. I called the *************** location again. I spoke to someone who then preceded to put me on hold for 45 minutes with no contact. As I was waiting I spoke to Aces main customer service. They told me this could be waived easily with my terms and declarations page. They forwarded me to the *************** office once again. A new representative picked up who informed me **** had just left for the day. When I went over my situation and to speak to the manager she said the manager was not in. She did forward me to ****** who is a more senior colleague. He told me I could fix it by coming back to the location. I asked for the any manager again as I was told he could fix it. He then told me the manger by the name of ***** was in but was unwilling to speak to me. ****** also informed me that the reason I have to go in the office is they have audio and video of the interactions. I then requested them to review the audio and video file of me saying I decline all and every optional service. He refused and said I had to come in. Part of my trip is on a cruise and I am unable to go there to fix the situation. So in summary **** from Ace Rent a Car fraudulently charged my card on file for a service I declined and the team at said location was unwilling to fix it.

  Business Response

  Date: 10/10/2023

  Hi, ********** Thank you for taking time to provide feedback on your rental experience. I hate hearing that you did not have a positive experience. I have reached out to the location manager on this and will provide updates as I hear back. 

   

   

  Customer Answer

  Date: 10/14/2023

  I got a message and I believe I am supposed to answer the below:
  
  To assist us in bringing this matter to a close, we would like to know your view on the matter.
  
  *Has the company addressed the issue of the dispute?

  Company has not. As talked about in the initial response the site manager was unwilling to talk. The employees also provided misinformation as if he was actually there and when he would call me.

  
  *If not, why?

  Not sure. Also as said in the call with them they said they have recording and video at the location. 
  
  *Has the company met the agreement they outlined in their response?

  No

  i did try to be as through as possible in my initial response with the characters allowed. Please let me know if you have any additional questions.

  Thank you! 

  Customer Answer

  Date: 10/17/2023

  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 got a message and I believe I am supposed to answer the below:
  
  To assist us in bringing this matter to a close, we would like to know your view on the matter.
  
  *Has the company addressed the issue of the dispute?

  Company has not. As talked about in the initial response the site manager was unwilling to talk. The employees also provided misinformation as if he was actually there and when he would call me.

  
  *If not, why?

  Not sure. Also as said in the call with them they said they have recording and video at the location. 
  
  *Has the company met the agreement they outlined in their response?

  No

  i did try to be as through as possible in my initial response with the characters allowed. Please let me know if you have any additional questions.

  Thank you! 

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

  
  

  Business Response

  Date: 10/18/2023

  Hi Christian, 

  I have spoken with the location manager and they have decided to refund for the partial damage waiver. A refund of $177.04 was initiated yesterday. Please allow 5-7 business days for this refund to reflect in your account. I have attached a receipt of this refund as well for reference. If there is anything else that we can assist with, please do not hesitate to reach out.

  Customer Answer

  Date: 10/19/2023

  *******, 

  
  Thank you very much for your help in this matter. I appreciate the time you took to help me out. 
  
  Thanks,
  *****

  Customer Answer

  Date: 10/19/2023

  *******, 

  
  Thank you very much for your help in this matter. I appreciate the time you took to help me out. 
  
  Thanks,
  *****

• Initial Complaint

  Date:10/07/2023

  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.

  I rented a car from ACE rent a car at *** from 9/21/23-9/25/23. My dad made the original reservation in my name through Priceline. He was charged $212 for the reservation and Alliance rental insurance. I was unable to pick up the car the first day of my reservation due to a delayed flight. We arrived the next morning to ACE and I was helped by a remote employee through video on an ipad. The employee found my reservation and stated a midsized car was no longer available and I only had the option of a larger car. I was presented my options and told to pick one, though was never informed I would be charged for an "upgrade" that I was forced to take. He then prompted me to sign the agreement form on an electronic pad and that there would be around 7 signatures. I was not walked through what each of these signatures was for or that I would be charged for anything I was signing for. The only charge I was informed about was the $200 deposit hold that would be placed on my credit card. I was given a receipt when I received the keys and noted the amount did not look correct after leaving the office. On return of the car I brought up the issue with an employee who told me the extra $250 on the receipt was for a car upgrade, insurance policy they require, and a personal items protection plan. During check in I was never informed I was purchasing an insurance policy on top of the Alliance plan and was only asked if I would like the "regular policy" or add the additional plan. Given he had my reservation I assumed this was in reference to the Alliance policy purchased. When discussing this issue with not one but two employees I was told they could do nothing about it as I already signed the agreement. The final bill also did not match the original receipt. I was told to contact the manager "Zee" to resolve the issue. I left 3 voicemails and a message with two operators over the course of a week. It has now been two weeks and I have not received a response from him.

  Business Response

  Date: 10/10/2023

  ******************. Thank you for taking time to share feedback on your rental experience. I hate hearing that your experience did not meet your expectations. I have reached out to Zee regarding this issue and will provide updates once I hear back. I can see in our counter notes that you were initially offered a van at the same rate but chose to upgrade to an SUV and pay the upgrade fee. Regarding the insurance purchased through Priceline, this is third party insurance so it does not come across in the reservation that they send to us. With all third party coverage, it must be presented at the counter. We cannot refund for the required collision and liability insurance as we did not have knowledge of or access to your third party coverage. My recommendation would be to contact Priceline to request that the coverage you purchased through them be refunded as it was not used. Regarding all of the additional charges and coverages in your rental agreement, I will be able to provide further response once I hear back from Zee. 

  Business Response

  Date: 10/11/2023

  ******************. I have spoken with ***, the location manager, and he has initiated a refund of $152.48 for the additional coverage and upgrade. We hope to have another opportunity to rent to you again in the future. If there is anything else that we can do to assist, please do not hesitate to reach out. 

• Initial Complaint

  Date:10/05/2023

  Type:Order 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.

  Paid for 2 car rentals for 8/2/23-8/9/23 (confirmation ***************************** upon arriving for car pick-up on 8/2/23. ACE car rental REFUSED to give me the two cars I paid for. Since *** refused to give me the cars I paid for, I called ACE for over 10 times to request refunds, they transfer and hung up my calls.

  Business Response

  Date: 10/10/2023

  Hi ******, 

   

  Thank you for taking time to share feedback on your rental experience. I hate hearing that your customer care experience did not meet your expectations. I can see in our system that we have already discussed the situation with you and contacted Priceline to initiate a refund for your reservation. Since this was booked through Priceline, we cannot provide an update on the status of the refund. Please reach out to Priceline for further assistance. If there is anything else that we can do to assist, please do not hesitate to reach out to *************************************

  Customer Answer

  Date: 10/11/2023

  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. 
  
  Letter of Intent sent to Barclays [Priceline Credit Card] via PO Box ****, **********, ** 19989-****.

  Regards,

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

• Initial Complaint

  Date:10/02/2023

  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.

  Subject: Dispute of Unfair Car Damage Administrative Charges - Rental Agreement, File #***** Rental Agreement Number **********, which was rented from your company from April 12 to April 14, 2023. collection of $2298 from ****************** on behalf of Ace Car Franchise.I vehemently protest charges as wholly unjust and unwarranted. Despite the fact that the insurance has already disbursed over $6000 to address the negligible damage outlined in the police reportsupported by the attached photos depicting the minor dent immediately after the incidentdemanding an excess of $2298 for administrative and procedural expenses is exorbitant. Such an imposition represents an operational liability of ACE Car Business and cannot be ethically passed on to the consumer.Pre-existing Conditions: Inexcusably, upon the first inspection of the vehicle, blatant evidence of negligence surfacedindicating the car had surpassed the 50,000-mile **** and bore potential defects in critical components such as brakes, tires, and wipers, evidently stemming from chronic neglect in vehicle maintenance. I dutifully brought this grave matter to the attention of the counter, only to be callously informed that no alternative vehicle was available, leaving me with no choice but to accept the compromised vehicle. Shockingly, no safety inspection report was furnished, further underscoring the dire lack of concern for customer safety. I've attached a copy of this alarming oversight for your perusal and immediate action.Gross Violation of the Initial Contract: Outrageously, the agreed-upon 7-day rental was truncated to a mere 2-day period, leaving a stranded traveler at the mercy of the roadside. Adding insult to injury, a shocking $200 charge was brazenly debited from my credit card without any form of authorization, purportedly for damages. Astonishingly, an exorbitant sum of $6000 was audaciously claimed from the insurance for what can only be described as minor bumper damage. To compound the audacity, a collection agency was dispatched to harass and intimidate the consumer for an additional $2298. This level of greed and callous behavior from the franchise is utterly repugnant and wholly unacceptable.

  Business Response

  Date: 10/10/2023

  Hi ********, 

  Thank you for taking time to share feedback on your rental experience. I hate hearing that your rental experience did not meet your expectations. Regarding the condition of the vehicle at pickup, I can see in our notes that you requested at the counter a newer vehicle with apple car play and did not mind downgrading from the original vehicle on the reservation. Regarding the $200 charge on your reservation, this is the amount of the standard deposit. In general, we release these deposits after the vehicle is returned but in instances of vehicle damage, the deposit is held until the damage claim is settled. Please reach out to Rockport directly to discuss negotiating the amount on the damage claim. This is unfortunately not something that ACE can assist with. If there is anything else that we can assist with, please do not hesitate to reach out to *************************************.

  Customer Answer

  Date: 10/10/2023

  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. 
  ====
  Thank you for your prompt response. Earlier, I had reached out to customer care, and they informed me that the *** franchise is merely using the *** brand name while operating under 'Roam Rentals,' a business NOT covered by my contract. Please refer to the email below, along with the contract issued in the name of *** Car Rental and the associated claim.

  Furthermore, I'd like to highlight that the vehicle provided was a downgrade from the specified SUV, although it had relatively high mileage, it showed signs of poor maintenance. apple carplay was a mere Spin.

  During the rental process, the counter personnel were uncooperative and aggressive in forcing a choice of vehicle. The $200 charge is being erroneously labeled as a deposit see attached invoice . Upon contacting the manager, I was met with a refusal to address my concerns regarding this charge. Additionally, the blame for the incident was incorrectly placed on me (wrong again as per police report), leading to a breach of contract where I was left stranded without a car. no mercy on traveler on international airport.

  The core concern is that Rockport is unjustly processing fees over $2000+ for damages, despite the minor nature of the incident. Processing a claim is a franchise operational administration cost not the customer. My car insurance has fully covered $6000+  for the incurred damages. It raises questions as to why such excessive charges persistessentially milking the situation.

  This dispute is being escalated to the BBB, as these charges are unwarranted and should be dropped. I strongly believe that *** *** Car Rental,also known as Roam Rentals, seems to operate as a shadow business, capitalizing on only one side of the contract for *** Car Rental's benefit."
  
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 10/17/2023

  Hi, ****. Thank you for your response. To clarify, Roam Rentals is an affiliate of ACE and operates as an ACE Rent a Car location. The vehicles at that location are owned by Roam, but it is still an ACE location. Any coverage purchased at the counter would cover the vehicle. I understand your frustration about the downgraded vehicle and can address this with the location manager but we are unable to provide any refunds while there is an active damage claim. Please contact Rockport directly to negotiate the charges on the claim using the contact information in the letter you attached. -********* 

• Initial Complaint

  Date:10/01/2023

  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.

  After reserving a rental car from Ace Rental Car-*** via Priceline, a SUV was reserved in the amount of $180.24 so, I arrived late because my flight was delayed and, when I arrived at Ace Rental Car, they cancelled my reservations, created a new contract at a much higher rate, roughly $400.00. I was not aware of the charges until after I signed, because, I signed on a blank screen because the transaction was conducted via a teleprompter; then after I was done signing the blank screen, another person printed the documents and, it is at this point, I was made aware of the charges so, I disagreed and told them I am not paying the charges because the amount is not what I agreed to with Priceline so, after the transaction was cancelled, they charged me a $150.00 cancellation fee, plus a one day rental fee; the total amount they charged to my credit card was approximately $218.00.

  Business Response

  Date: 10/02/2023

  Hi, Lennix. Thank you for taking time to provide feedback on your rental experience. I hate hearing that you were not satisfied with the service that you received at our *********** location. After looking into the notes on this reservation, I can see that your original reservation was cancelled because you were more than four hours late and that the original vehicle that was offered to you was a minivan but that you chose to upgrade to a premium SUV, which explains the significant rate difference. I have reached out the location manager for additional information and will provide further response once I hear back. In the meantime, please reach out with any additional questions or concerns. -********* 

  Business Response

  Date: 10/03/2023

  Hi, Lennix. After speaking with the location manager, we were able to get the full amount refunded. I've attached the receipt of refund that was initiated 10/2. You should see the full amount reflected in your account in **** business days. If there is anything else that we can assist with, please do not hesitate to reach out.