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.

close

Find a Location

ACE Rent A Car has 65 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Ace Rent A Car Presque Isle

  113 Parsons St Presque Isle, ME 04769

• 

  Aligo Rent a Car

  426 5300 No. 3 Rd Richmond, BC V6X 2X9

• 

  Aligo Rent a Car

  8750 204 St Holiday Inn Express - Lobby Langley, BC V1M 2Y5

• 

  ACE Rent A Car - Toronto, Mississauga

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

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:09/27/2023

  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.

  1/30/2023 Price charged: $361.14 Agreed Upon Price: $201.88 (+ $59.95 add on for toll pass)Overcharged and unwilling to make it right. I booked a car from them ACE at the *************** Airport on their website with an agreed upon price. When I went to pick up the car, I was asked if I needed a second driver, to which I said no, because I was the only one of driving age on the trip. I was then told that that a deposit hold would be placed on my credit card, which apparently is normal. For this reason, I didn't examine all the charges on the agreement since I assumed the price was higher due to the deposit. After checking my credit card over the next few weeks, I noticed that I was still charged too much. After digging into it, I finally realized I was charged for an additional driver @$12.00 a day ($77.94 total). I contacted customer support and was told "there will be no reimbursement due to the additional options being signed and agreed on". They sound pretty happy about getting this extra charge by me and ripping me off vs. doing the right thing. They have no additional driver on file, no additional driver license on file, because there was no additional driver. I do not feel like this was a mistake but that I was intentionally over charged with the hope that I wouldn't notice. Notice no Additional Driver signature on the contract because there was none.

  Business Response

  Date: 09/28/2023

  Hi, *****. Thank you for bringing this to our attention. I have reviewed your rental agreement and can see that there is no signature or information for an additional driver. I have contacted the location manager to initiate a refund for the additional driver fee and will provide any updates as I receive them. In the meantime, please feel free to contact ************************************* with your name and confirmation number and we would be happy to assist. -********* 

  Business Response

  Date: 09/29/2023

  Hi, *****. After speaking with the location manager, it seems like this was a tech issue. The counter agent was unable to ring up a booster seat due to an issue going on with the computer system at the time. Instead of ringing it up as a booster seat, it was rang up as an additional driver as they are the same price. Because you were given a booster seat in exchange for the charge, we are unable to refund. I hope that this helps to clarify the situation. If there is anything else that I can assist with, please let me know. -********* 

• Initial Complaint

  Date:09/26/2023

  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.

  Rented a car from Priceline #pls14660717 This was with Ace Rent a Car for 8/11/23 07:30 AM to 8/15/23 19:30, Pickup at ***** Airport When I checked the car out in a dark garage, the attendant walked around the car with me and told me to only mark any scratches/dents larger than a cell phone. None were seen.When I returned the car, the attendant noticed a chip on the windshield, which she said we would have to file a claim for.A month later, I get a claim from Rockport auto which also shows a scratch on the side of he car that was not there when we returned it and asked for $6,081.95.We did not put a scratch in the car! Now they are billing us for repairs that probable were never made or needed. *** also retained our $200 deposit, and charged us for an extra day ($35) even though we returned it on time.They should refund the $235 and drop the claim of $6,081.95.Businesses can not cheat its clients out of money like this

  Business Response

  Date: 09/28/2023

  ******************. Thank you for taking time to provide feedback on your rental. I hate hearing that you were not satisfied with your rental experience. I have reached out to the location manager for more information on this and will provide updates as I hear back. In the meantime, please do not hesitate to reach out with any additional questions or concerns. 

  Business Response

  Date: 09/29/2023

  Hi *************** After speaking with the location manager regarding this case, I can share that In instances of vehicle damage claims the deposit is held until the claim is settled. As soon as  the claim has been settled and/or resolved, the deposit can and will be refunded to you. Regarding the damage claim, once a claim is submitted to Rockport Auto Claims it must be resolved through them directly. Your claims representative from Rockport is ***** and can be reached at ***************************** If there is anything else that we can assist with, please do not hesitate to reach out to ************************************** -*********

   

  Customer Answer

  Date: 09/29/2023

  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 have reached out to the location several times and they are unwilling to work with me.

   

  When we returned the car, they said they were going to make a claim due to a chip in the windshield.  A month later, they are saying that there was a scratch on the door but the attendant did not tell me that when I returned the car.  I never saw a scratch on the car the whole time I rented it.

  The location also charged my credit card for another day although we returned it several hours before the original return time.  Please look into this charge as well.

  The ***** location has nothing but rude people from checking in, getting the car and returning the car.  

  The claims company, Rockport Auto just tells us to contact Ace, which I tried and they just tell me to contact Rockport Auto 

   
  
  ***********************

  
  

  Business Response

  Date: 10/09/2023

  ******************. When a claim is opened, the deposit is not refunded until after the claim is settled. Once it is settled, the full deposit is released to the customer. Please reach out to your Rockport representative that is listed on your claim documents for further assistance. -********* 

  Customer Answer

  Date: 10/12/2023

  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. 
   Rockport Auto told me to contact Ace, who tells me to contact Rockport Auto and the cycle continues.

  Ace made up fake damages and won't admit to the deceptive tactics used

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

  
  

• Initial Complaint

  Date:09/26/2023

  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.

  ACE RENT A CAR - ****** *********************************************************************** 1**************(W)I dispute these charges and respectfully request you adjust/amend my bill accordingly. I rented your service on time, based on a 24 hour clock, with unlimited millage. There was no indication of restrictions based on geographical limitations with GPS tracking for billing purposes. Your billing practices are un-********,outside the normal and expected of similar car rental companies throughout *******. I believe my civil liberties were violated. I did agree, that using a rental-car outside the ***************** would incur a vehicle/asset recovering fee. My rental vehicle was returned intact. The charges you imposed where punitive in nature only, not based on any loss of revenue or property. You consideration is appreciated.************************* ************************************************************** Ph#:************ CF: COAG ********************* ******** Attorney General

  Business Response

  Date: 09/28/2023

  Hi, *****. Thank you for taking time to share feedback on your rental experience. I hate hearing that you haven't been satisfied with your rental experience. All information about geographic restrictions prior to booking on the booking site, or directly on our site at *******************************************************. Because this information is outlined in our terms and conditions as well as on your signed rental agreement, we cannot offer a refund for the out of state penalty. If there is anything else that we can do to assist, please do not hesitate to reach out to ************************************* with your name and confirmation number. -********* 

  Customer Answer

  Date: 09/29/2023

  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 information provided is NOT true.  I did get consideration for the out of state use, $225, but the email indicated:$250??  Full disclosure of all charges should be part the initial agreement.  A true meeting of the minds in a contract.  Your 3rd party agent/Partner(CAR RENTAL8.COM, Booking# ********) indicated: $00.00 at counter pick-up.  There was no mention that I needed to go to a ACE website to discover hidden charges. These are 3rd world tactics, very un-American. A tourist trap at best.  A common car rental contract is base on a 24 hour clock unlimited miles. ******* an individual is a violation my civil liberty, I do understand out of state car/asset recovery is costly.  Your vehicle was returned in intact.  No penalty!!   I will dispute this with **** of America CC.  I am appalled that you/Ace are a ******* based.  We don't do business like that here.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/29/2023

  Hi, *****. Again, I hate hearing that your experience with *** did not meet your expectations. However, please understand that the rental agreement you signed clearly outlined the geographic restrictions, and therefore we are unable to issue a refund for the charge. If there is anything else we can do to assist you, please do not hesitate to reach out to us at ************************************** Thank you for your understanding.

• Initial Complaint

  Date:09/26/2023

  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.

  My name is ***********************. My complaint is regarding the LA location.Check the documents I uploaded for the info. The agent manipulated me into buying the coverage even though in the reservation I already specified that my insurance covers it. Like a doofus I signed everything, got the car and drove 2 hrs to *********** from the LA location. Dodge charger 23mpg.After areiving in *********** I realized my bill basically doubled and that I didn't actually need the coverage so I called the office. The guy who answered said i needed to come back into the office and sign some papers to get it resolved, I asked if he could email me the docs so I could sign online and he was very rude after that, so I asked for a supervisor and he hung up on me. I drove the 2 hrs (124miles) to the office. I spoke to who i think was the phone guy. He said I needed to speak to a SUPERVISOR. I spoke to her she said talk to the agent who you signed the papers with. I talked to him and he said he can't change anything and to call corporate. I called corporate 3 times, left 3 messages within 2 days and they didn't get back to me so I just tried all of the different departments listed on the phone robot voice thing. FINALLY got through to someone. He was a nice guy and said he'd escalate it to his sup, but that I'd need to GO BACK to the office. I've already driven 248 miles ($54 in gas) and he says I have to do that again. Even then, there's no guarantee of getting this problem resolved. I'd like a refund for the coverage I never needed in the first place and a reimbursement for the gas money I spent going back and forth. I can't get into contact with the location because the phone guy keeps leaving me on hold indefinitely.

  Business Response

  Date: 09/29/2023

  Hi, Dallin. Thank you for bringing this to our attention. I have brought this issue to the attention of the location manager and can provide updates as soon as I hear back. In the meantime, please feel free to reach out with any additional information or questions that you may have. -********* 

  Business Response

  Date: 09/29/2023

  Hi, Dallin. I spoke with the location manager and they advised me that they tried to call but that you hung up, then they were unable to leave a voicemail upon calling back. 

• Initial Complaint

  Date:09/25/2023

  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.

  *** overcharged me and refuses to rectify after multiple contacts. My receipt is not matching my booking invoice. I declined insurance during a video check in at the location, noting that my personal insurance would cover it. This call was recorded if you could please review it.The fees are also appearing differently, for instance the tourism fee is higher than my booking invoice.Please note that I did in fact decline insurance option during the check in process. This is on a recorded video, because I started with the virtual agent. So you can check that.Please also note that after the agreement was printed with my signature on it, I brought the price difference to the attention of the employee assisting with the car - BEFORE I ever left the lot. He looked at both invoices which I have also provided you, and assured me it was just the hold. Thus I took his word and left the lot.After returning and being given a final receipt, I again voiced the discrepancy to the agent at the desk, and he referred me to customer service, who declined to adjust. At every single step of the process I made it clear I wanted to decline insurance and brought the discrepancy to the attention of your staff before leaving the lot. There is nothing i could have done differently to make it more clear, and the error is on your staff.

  Business Response

  Date: 09/26/2023

  Hi, *******. 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. I can see on my end that the location did use your insurance, but the additional charges were for optional coverages in addition to your insurance. I have attached your summary of charges and rental agreement that shows opting in to these coverages. I have reached out to the location manager for more information on this and will send updates as I hear back. In the meantime, please do not hesitate to reach out with any questions or additional information. I look forward to being able to assist further. -********* 

  Customer Answer

  Date: 09/26/2023

  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. 
  
  Hi ******,

   

  Thank you for your response. 

  Please understand I opted out of all additional coverages and as soon as the agreement was printed, I brought the price discrepancies to the attention of your staff before leaving the lot and in fact also provided my booking invoice and asked them to match the price. The staff reassured me the price difference was only due to a security hold. This was misinformation on the part of your staff and charged being added without my approval. Please refund.

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

  
  

  Customer Answer

  Date: 09/26/2023

  This is my original invoice from booking, this is the total I agreed to pay. The company up charged me, when I brought it up assured me it was just a hold, and now will not refund. Thats fraud.

  Business Response

  Date: 10/02/2023

  Hi *******, I have reached out to the location manager on this and will provide an update as soon as I hear back. -********* 

  Business Response

  Date: 10/03/2023

  Hi *******. After speaking with the location manager, we were able to refund the additional charges. If there is anything else that we can assist with, please do not hesitate to reach out. 

  Customer Answer

  Date: 10/04/2023

  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:09/25/2023

  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.

  I rented a vehicle from Ace in *************** 8-15-23. I was quoted a price of $311.25 for a Dealer's Choice or similar vehicle. I was offered a pickup truck. I told them I was physically unable to drive a pickup. I was given a Dodge Charger. I asked them if I would be charged an upgrade for this type of car. To which he responded that I would not. I took the vehicle and spent the night in ***************, but I returned it less than 24 hours later on 8-16-23. At that point I was given a Totoyta Camry. I drove the Camry to my final destination in St. Lucie ******** The Camry was fine until 8-21-23 when it cut off while driving giving an error "charging system malfunction" and the check engine light came on. We were forced to reluctantly and nervously drive the car 2 hours back to **************** We were concerned the car would shut off on the highway. *** offered no assistance in towing, and did not allow us to drop off at a closer location. They were rude and unapologetic on the phone continuously stating it was a "brand new vehicle". We were given a ****** Murano that evening and drove 2 hours back to our destination. When we got into the vehicle the next morning we noticed a strong smell of smoke, and saw the vehicle had not been cleaned. I called to let them know my concerns, but I did not want to drive back, so I kept the car. When we returned the vehicle and received the final bill we saw an upgrade charge. We were told that they never said we wouldn't be charged an upgrade. I said I wanted to see the camera footage as proof. Also the representative told me that all of the vehicles given to me were in a lower class than the pickup truck. I have been trying to resolve this issue with *** on my own. The manager will not return my phone calls or emails, and is never in the office when I call. Due to all of the issues and inconveniences, I would love to request a full refund. But all I am requesting is to have the upgrade charge $182 plus tax refunded to me.

  Business Response

  Date: 09/26/2023

  Hi, ******. Thank you for taking time to provide feedback on your rental experience. I hate hearing that you were not satisfied with your rental experience. I would be happy to look into this further. I can see that a chargeback for ****** was filed on 9/18. Typically, once a chargeback has been filed, we are unable to provide a refund. I have reached out to the location manager for review and I will provide updates as I hear back. In the meantime, please do not hesitate to reach out to ************************************* with any questions. -********* 

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********. I see that the chargeback has been addressed in my account. However, I do want to express how unprofessional this entire experience was. I reached out to the manager via email and called in for over a month with no response back to address the issue. **************** was also zero help as they were not able to provide assistance to their customers regarding this branches inability to address customer complaints/concerns. 
  

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

• Initial Complaint

  Date:09/21/2023

  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.

  Initially, I booked a 7 day rental on Booking.com with ACE Rent A Car paying $344.20. I ended up having a medical issue and had to be hospitalized for 5 days. I called and let them know of my issue and told them I need to extend it and it will be parked until I return it. They ended up charging me and additional $624.70 for the second 7 days, of which the car was parked for 5 days. I don't mind paying for the price extension, but paying over double from the initial rate is price gouging. I have tried calling 7 times. Only twice I was able to get through. Promises are made to call me back, but nobody has called back. Thus is excessive and this company definitely takes advantage of people. Just read reviews for ACE Rent a Car. They have a 1.8 star rating. I wish I would have read these reviews prior to booking. Unfortunately, this is a very unprofessional company based on all the comments provided. I would expect a refund of approximately $300 to make this right and not pursue further action.

  Business Response

  Date: 09/25/2023

  ****************. Thank you for taking time to provide feedback on your rental experience. I hate to hear that the service you received did not meet your expectations, especially during a difficult time. I hate reached out to the location manager for more information and will provide more details as I hear back. In the meantime, you can direct any questions to ************************************** I look forward to being able to assist further. 

  Business Response

  Date: 09/25/2023

  After looking into this a bit more, it looks like you have already filed a chargeback from ACE back in August for $200.

• Initial Complaint

  Date:09/14/2023

  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.

  My name is *****************************, and I would like to present this claim because initially I made an online reservation of a Volswagen jetta or similar since August 5th to 19th for $680. At the time to pick up the car at the *************** airport- Ace Car rental, in the counter they indicated me that I had to pay an additional insurance. I explained to them that my credit card **************** covers the insurance and that every time I rent a car I don't pay insurance. In the counter they insisted too much telling me that if I didn't pay for the insurance they were not going to give me the car. I paid in total $1001.55. The true is that I took it but knowing that that was not suppose to happen because it was not my first time renting a car, and with *** was the third Time I do it. So I strongly consider that what they are doing is giving fake or false ************************* in their website because at the time you go to the counter to pick up the car the prices will change. I ask for a refund of the extra money ($321), but they answered to me very rude. I am an American citizen and I am just complaining because it is not just what they do.

  Business Response

  Date: 09/18/2023

  Hi, ******. Thank you for taking time to provide feedback on your rental experience. I hate hearing that your experience did not meet your expectations. Regarding insurance requirements, we do require renters to present proof of full coverage at the counter in order to use their own insurance. Details of renter requirements can be found on the booking site prior to reserving your rental or directly on our site at *******************************************************. Did you present your proof of coverage at the counter? If so, please let me know and I would be happy to look into this further. I look forward to hearing from you.

  Customer Answer

  Date: 09/19/2023

  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 tell them at the counter that I already had an insurance provided for my card, and that last october I rented with them too and they didn't charge me more for the insurance.  

  I attach proof. 
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 09/20/2023

  ****************. After looking into this further, I can see that we had a previous ticket open for this incident and found that the credit card coverage that you provided covered collision insurance (CDW) but not liability insurance (SLI). As stated in the terms and conditions, we require all renters to present collision and liability coverage or to purchase this coverage at the counter. I have attached a copy of our terms and conditions for reference or it can be found directly on our site at *******************************************************. It looks like the counter agent did accept your collision insurance through your credit card, and the additional charge was for liability insurance coverage. I have attached your itemized final invoice for reference. If there is anything else that we can assist with, please do not hesitate to reach out. 

• Initial Complaint

  Date:09/13/2023

  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.

  I was involved in an auto accident 0n 4/15/23while in *****, ** using an Ace Rent-A-Car vehicle. State ***************************************** have covered the damage costs of the rental vehicle and the vehicle I accidently rear-ended, however Ace Rent-A-Car through Rockport Auto Claims is charging me for an appraisal **** diminished value **** loss of use **** ******* fee. After starting the process with insurance, Rockport Auto Claims provided a new list of fees which nearly tripled the admin **** the loss of use fee was increased by 3 days worth even though the car was already in possession by Ace Rent-A-Car, and the diminished value fee (40% of physical damage) went up about 1.5x in proportion to the cost of damage being increased almost 3x. State Farm has told me these fees are unnecessarily inflated and to contact agencies to report it. I have contacted and filed complaints with the ***** of ********************** Services, ** ***** of ********* Services, ************************* and now the BBB as instructed by an agent at the ** ************************** A supervisor at Rockport Auto Claims has been unprofessional to talk with and hung up on me while discussing charges, ******* "it's listed in the contract, you have to pay!" The regional customer service manager at ****************** is getting involved and agrees these fees are excessive, inflated, & "not normal". He is looking into things on Ace Rent-A-Car's end along with Rockport Auto Claims. State Farm has told me that via their policy they cannot cover any more fees since they only cover damage costs to my vehicle and the car I rear-ended. They encouraged me to pursue this as well and said it appears to be fraudulent. I still have yet to be provided itemized lists of EVERY cost and an explanation on why costs dramatically increased.

  Business Response

  Date: 09/18/2023

  ******************. Thank you for taking time to provide feedback on your rental experience. I understand that this situation would be frustrating and hate hearing that you have not had a positive experience. I have reached out to the location manager for this and will respond to you with updates as soon as I have more information. In the meantime, you are always welcome to contact ************************************* with any questions. 

  Business Response

  Date: 09/25/2023

  After looking into this further with the location manager, I was able to get a more detailed explanation for the increase in your second bill from ********. Per the location manager, the vehicle had a supplemental estimate done which is where the first number comes from. After tear down of the vehicle, more serious damage was found, which is why the bill was more than the original estimate. All of the fees are a percentage of the estimate total. When the estimate total was higher, so became all of the other fees etc. It also sounds like Rockport has been willing to negotiate some of the fees as a courtesy if you contact them at *********************************. 
  

  Customer Answer

  Date: 09/25/2023

  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:09/08/2023

  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.

  First of all, I have called this company about 4 times. All of the people I spoke to said a supervisor or manager will be getting back to me. I havent heard anything in days. When I first rented the car I was quoted at $400 total for my transaction. When Ireturned the car, my card was charged $704!!!! I called them right away and they said the issue will be resolved and I will get a refund. Still that NEVER happened. Now my card is charged a ridiculous amount and I have to wait here for them to contact me still. They arent responsive or reliable in this matter.

  Business Response

  Date: 09/11/2023

  Hello, **********. Thank you for taking time to provide feedback on your rental experience. I hate to hear that you are not satisfied with the service that you have received this far. I have located your reservation and can see that you were mistakenly charged an additional $270 for an extension. We processed a refund for this amount on 9/8 and it should be available to you within 5 business days. I have attached your final invoice that lists the refund as well for reference. Again, I hate that you have not been satisfied with the service you've received, but if there is any other way that I can assist please let me know. We hope to have another opportunity to serve your rental needs in the future.