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 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:09/06/2023

  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.

  We went through price line to plan our vacation. I did a bundle package. I had a plane, hotel and car in the bundle. I had put on the reservation for 5 people and 1 baby a total of 6. The plane understood the hotel understood. I get to the car rental place (Aug 31st 2023) and they want to give me a **** Fiesta (fits 4 people). I told them it was not big enough and they said I had to upgrade to a bigger vehicle and it was a extra charge. This was not my fault they didn't understand the need for 6 people. I should not be charged for a issue that was not my fault. Then you talk to a person on a tv screen. The person I talk to said the vehicle comes with standard coverage do you want to upgrade to a better coverage that will cover the vehicle if anything should happen at a additional charge? I said No. what he did not tell me is there was a charge for the standard coverage. I didn't want or need any extra coverage. I have insurance that pays for rental cars. Then on Sunday ( Sept 3rd 2023) the battery in the remote died. we were up by the **************. the vehicle does not start. I called *** and they said bring the van back and they would fix it. Again they didn't understand I was stuck up on the hill in Hollywood. The friends we were with took me to a auto parts store to get a battery. I wasted part of my day doing this. The car rental place said they would reimburse me $25 for the battery and the time I lost. This is not acceptable. I choose to bring the vehicle back on Sunday (Sept 3rd 2023) because the car rental place wanted me to leave the car at some other place at my own risk. They were not open when I needed to bring the car back on Monday (Sept 4th 2023) @ 3:30a. I had to be to the airport by 4a. The car rental place charged my credit card $903.87. I should not have been billed for anything I paid for my car rental in my price line purchase total. I have never had issues like this before.

  Business Response

  Date: 09/11/2023

  Hi, ****. Thank you for taking time to provide feedback on your rental experience. I hate to hear that you were not satisfied with the service you received during your rental experience at our *********** location. Regarding the insurance charge, all renters are required to present proof of full coverage insurance or purchase coverage at the counter. This information can be found in our terms and conditions prior to reserving your rental or directly on our site at *******************************************************. I understand your frustration at being inconvenienced during your travel. I did however see that you were refunded for the cost of the battery for the key fob as well as an additional $100 as a courtesy. I have attached your final invoice reflecting all charges and refunds. If there is anything else that I can do to assist, please let me know. I hope that we will have another opportunity to serve your rental needs in the future.

  Customer Answer

  Date: 09/11/2023

  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  went through Price line to book my flight, hotel and vehicle.  I have never had a issue like this before.  The car rentalplace never asked for the proof of insurance.  Thiswas not my fault.  I don'tthink changingme $903. Is acceptable.  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 09/12/2023

  I understand your frustration on the issue but unfortunately cannot provide any further compensation aside from the $125 that was already credited to you by the location. Regarding the insurance that you were charged for, this was additional loss damage coverage that you opted into at the counter. I've attached your signed rental agreement for reference. If there are any additional questions, please let me know. 

  Customer Answer

  Date: 09/12/2023

  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. 

   

  There will not be any resolution to the issue. This is a scam of a company. I want this to stay on the BBB file for anyone interested in this company to read. I will continue to spread the bad word on this company.  I have already put on Facebook,  Yelp,  BBB, I have done a review and I have went to Price line. I will continue with my efforts on making sure everyone from everywhere (all states) are aware of the scam that this company plays. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  Company is using deceptive practices to induce customers to buy insurance and other up charges. The acts they are perpetrating are willful and fraudulent. I booked a rental and upon arrival to the location I was told that it was their policy that I was required to purchase insurance through them because I was a local renter. I refused and was denied a rental. On further review I found out that this was not their policy. Their policy is that if you do not have full coverage you must purchase insurance through them. I contacted the location, customer service, and headquarters to no avail. They are fraudulently doing this to most customers.

  Business Response

  Date: 08/31/2023

  Thank you for taking time to provide feedback on your experience. I hate to hear that you were not satisfied with the service that you received at our *********** location. Local renters generally have additional requirements to qualify, but customers are not required to purchase insurance from ACE unless they are unable to present their own full coverage insurance upon vehicle pickup. All of our terms and conditions including renter requirements can be found online on our site. I've linked the *********** ACE terms and conditions for your reference: *******************************************************. If we can assist in any other way, please reach ** at ************************************* with the confirmation number on your reservation and we would be happy to look into it.

  Customer Answer

  Date: 08/31/2023

  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 business restated their policy as their response. They are not following their own policy and it is to their financial benefit. I contacted their customer service before this and they said the exact same thing. They didn't ask who was the employee that gave me the wrong information, the manager didn't even call back. I believe that they are ripping off customers to boost their numbers, turning a blind eye and profiting from it. No way should they have a A+ rating! 
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/21/2023

  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.

  On 4-23-2023, via the internet, I used rentalcars.com to rent a car at *******, **, ********* International Airport paid $135.89 for a 3-day rental. On 4-24-2023, via the internet, I used rentalcars.com and paid $48.00 for collision insurance for the rental. Most of my rental fees should have been paid for via rentalcars.com. However, when I received my final invoice from *** Ren A Car, I owed an additional $131.02. This amount is incorrect for the following reasons: 1) The *** Voucher - Rate Charge was already paid to rentalcars.com. 2) The Collision Damage Waiver - Sedan was already paid to rentalcars.com. 3) The Roadside Assistance was not requested. I called ACE Rental Car and spoke to a representative; however, the individual did not try to understand my explanation and declined to do anything. I filed a dispute with Citibank credit card, I am not sure what was discussed; however, it appears ACE Rental Car is determined to overcharge me. If ACE Rental Car does not correct this matter, my only other option is to reach out to ******* Attorney General and call out ACE Rental Car predatory business practices.

  Business Response

  Date: 09/05/2023

  Hi, ********. Thank you for taking time to provide feedback on your rental experience. I hate to hear that you have not been satisfied with the service that you have received this far. I would be happy to look into this further for you. I'm unable to find a reservation in our system under your name. Can you reach out to ************************************* with your reservation number? We look forward to hearing from you. -********* 

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I am responding to BBB Complaint ID: ********. I was asked to supply a Reservation Number. I reserved my car rental via Rentalcars.com. I only have Rentalcars.com Reservation Number. Please see below; it the confirmation email that Rentalcars.com sent me. It shows that I paid for a 3-day car rental and CDW Insurance. In the bottom most part of this email, I highlighted the duplicate/overcharge/unrequested charges.

  Hi ********,
  

  
  Thank you for booking through Rentalcars.com.
  
  Your voucher is now available online to print by clicking through the Manage my Booking button below. You can also review your reservation, or make changes here too.
  
  

  Manage my booking

  
  
  Please carefully check to make sure all your travel details are correct.
  
  Things to remember when picking up your car
  Your voucher.
  A valid credit card in the main driver's name.
  Your Driving Licence (Both parts if applicable).
  
  Please also check the Terms and Conditions of your reservation to make sure you do not need to take other forms of identification with you when picking up the vehicle.
  
  At the ACE Rent A Car counter, you may decide to buy additional cover to reduce or remove your excess, or to cover things your Collision Damage Waiver (CDW) doesnt, such as tyres and windscreen.
  
  Please Note: If you do buy a policy from ACE Rent A Car, that contract will be between you and ACE Rent A Car. Since Rentalcars.com will not be involved at all, we won't be able to help if you're dissatisfied with the cost of their policy or the cover it provides.
  
  ********** Wild Card or similar
  Booking Reference Number: 763027878
  Supplier: ACE Rent A Car
  
  Pick-up details:
  ************ - Other
  City: *******, **
  Location: ******* Airport
  ****, Rental Car **************, **************************** Intl Airport, ******* (***), *** - Other, 30337
  Date: 26 Apr 2023 22:30
  
  Drop-off details:
  Location: ******* Airport
  ****, Rental Car **************, **************************** Intl Airport, ************), *** - Other, 30337
  Date: 29 Apr 2023 13:00
  
  Total Cost: **$183.89
  Flight number: 2259
  Requested extras: RentalCover CDW - PrePaid x1
  ****************************** We hope you enjoy your rental.
  
  Kind regards,
  Rentalcars.com
  
  
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 09/06/2023

  Unfortunately, I am not seeing a confirmation number in the email that you pasted in and am still unable to locate a reservation for you with the information provided. Our confirmation numbers begin with 3 letters followed by a series of numbers. If you are unable to find your confirmation number, please respond with the pick-up location and date as well as the name that the rental was reserved under. I appreciate your patience and will look into this as soon as I have the information needed to locate your reservation. -******

• Initial Complaint

  Date:08/16/2023

  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: ***************** days Vehicle Dodge White GP LIC#9BWC295 Paid: $217.26 (rental). Towing fee $127. New battery $11.00 Private ride support to resolve $300 Problem: Key fob (keyless) stopped working to start car from Aug 12 for two days. Car did not started, called road side service, tried to charge car battery but it was fully charged. Did all techical resolution by third party car service, failed to start. I contacted Ace agent many time, they said no manpowder to deliver new key. I spoke to ***** (supervisor @ ACE *** location, she refused to give her last name). i hired car to visit the office. she gave many useless technical advice, not admitting a problem of the vehicle. Their business promise is to lend a reliable safe car for customer need. Their team failed to show this basic business model. I like to seek justice and compensation.

  Business Response

  Date: 08/23/2023

  Hello ********,

  Thank you for reaching out to us regarding you recent rental in **. Reviewing your account further and looking into the vehicle history further no issue was found with the vehicle when a maintenance service test was done The vehicle did go back out on rent right after it was returned and has had no issues. While I do understand the frustration with what has occurred, no refund or compensation will be awarded. I hope you will allow ACE to assist you again in the future. 

  Thank you

  Customer Answer

  Date: 08/24/2023

  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.]
  Day 1 of problem:

  I did all technical possibility to resolve the case.    ACE agent on the phone was not helpful.  I asked for a new key to start the car, he said ACE had no manpower to handle such.  He told me to find own solution.  Getting a taxi to to go near autoshop. 

  I hired a personal local contact for ride for two days.  I needed for rides for two days to resolve this issue.  Again ACE won't help.  We purchased new battery for the key.   But this did not resolve.   

  We tried to start car by pressing a start button with the key (per ACE agent's advice) 30 times more, but never worked.  

  We tried to jump a battery of vehicle.  This dis not resolve the problem. 

  Day 2 of problem:

  In the morning, we went to *** ACE location where we picked up the car.  ***** (supervisor, refused to share her last name) tried to convince the car was ok.  I explained all technical resolution we tried (new batter to key, touching start with key, and car jump).   She recommend to call road side service and do profession jump.

  The road side service came to site and tried all technical solution.  He reported the car batter was full.   And he tried key touching start button remedy and failed to start the car.  He suspected that ACE control center might freeze my vehicle by mistake.  ACE could reprogram it to reset.   He asked us to discuss this option with ACE.  I  tried to call  and reach out ***** (manager), but did not help.   

  I called a towing service to return the car.   When a tow driver on site, and tried key touching button remedy, the car started.   We don't understand why it worked this time, but we tried the same for two days and never worked.  

  Until much later close to my flight time and I arranged towing car,  ***** reached but no use. 

  To support my claim of this detail, i have three witness.  Two people (helped me for two days to resolve this problem) and road-side service person assigned from our insurance company.   They will support my claim. 

   

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

  
  

  Business Response

  Date: 08/28/2023

  Per our internal notes, I can see that the rental agent at our *********** location offered to have ACE roadside assistance come out, but the customer chose to use their own roadside service to tow the car. After the car was returned to the *********** ACE location, it was inspected and no issues were found and has been rented out multiple times since this without any issues.  The customer mentioned that the tow driver was able to start and drive the car without any issues. We have also offered to refund for one day of the rental, but the customer has declined. This ticket is still open on our end and we are still in communication with this customer. 

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I found a serious false information from ACE business.   They claimed they offered road-side service, this is completely not true.  They asked me to use my service and will resolve expenses once a mechanical review has done. 

  Again, i have three witnesses to support my two days problem.  Two private contacts who provided multiple car rides to address this problem.  Another party is from Chase Road side service.  He came to the rented vehicle site.  He tried to charge the battery and claimed a battery was ok.   He tried all technically possible emergency measure to start the car, but failed.  He advised that ACE needs to unlock this car remotely.    He agreed that this car has problem that the key does not respond. 

  I communicated with ACE via email. I provided all my detail to them.   I do not agree with one day rental refund.  This costed me much more. I sent them my direct expenses related to this car failure problem.    As a consumer, this case is not fair.  ACE clearly failed to delivery their business  promise that they rent a reliable vehicle to customer.  Moreover, they failed to address this issue fairly.  They failed to demonstrate their car for customer.  All their act was to avoid their responsibility.  

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

  
  

  Business Response

  Date: 08/30/2023

   

   

  Better Business Bureau:
  
  Hi, ********. We are more than happy to look at any additional proof that you are able to offer, but at this moment with the documentation that we have we are unable to provide any additional compensation outside of the refund for one day of the rental. Please let us know how you would like to proceed. Thank you. 

  Customer Answer

  Date: 08/30/2023

  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. 
  

  We can provide a statement from the witnesses to confirm my statement.  I believe it is a strong proof.   
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 08/31/2023

  ********************. Please respond with any additional documentation that you have. Photo and video are helpful. Again, at this moment given the documentation that we have that the vehicle was able to start upon arrival and has been on rent multiple times since without any issue, we are still only able to offer a refund for one day of the rental. Thank you. 

  Customer Answer

  Date: 08/31/2023

  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 added more documents. 

  Picture of car. 

  Towing contract. 

  Roadside service for charging & their service contact

  I will send statement from witness with their signatures.  Let me know if you need this letter. 

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

  
  

  Business Response

  Date: 09/01/2023

  Hi, ********. Thank you for sending over documentation of the tow. I'd be happy to review any additional documentation or letters that you upload. I've uploaded your signed rental agreement as well as the dated and timestamped notes from the counter agents and manager who you spoke with over the phone during your rental. It looks like because you signed on the rental agreement to decline roadside assistance coverage, you were required to either arrange your own towing or purchase roadside from *** in order for us to send help to you. Because this coverage was declined, we are unable to refund the cost of the tow. In the counter notes that I've uploaded, I'm also seeing that an agent noted that you opted to use your own tow and that the tow driver drove the car upon arrival at the *** location without a problem. We are still happy to offer a refund for one day of the rental and to review any documentation that you are willing to provide. Thank you. 

  Customer Answer

  Date: 09/06/2023

  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. 
  
  Problem is not road-side service. 

  The matter of fact is that the car did not start at all for last two days.  I did try all right mechanical solutions that were suggested by your agent.  The roadside service that i hired tried same and failed to start. 

  I don't understand reason the car key worked in the last minute before towing. But it still does not change the fact that the car did not start, key failed to work for the two days.  I suffered, spent full two days to solve this problem.  Two days of missing car usage caused my two days vacation time, finance and time to call services, and more.  ACE has to take full responsibility. 

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

  
  

• Initial Complaint

  Date:08/11/2023

  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.

  Deceptive mobile phone digital price of $418.70 that was lower than on a laptop and not honored by ****************** Rental Possible misinformation by ACE agent that it is a partner of ****************** Rental in ***********, and that ACE had its fleet of cars located at the pick-up location of Charlie *** Rental, ***********. (Still waiting for clarification from ACE on this who has not responded)ACE provided misinformation regarding deposit as it states $150 but ****************** Rental charges $250. ACE and ****************** Rental disregard to my request for a price breakdown of charges on final credit card bill.Price gouging by ****************** Rental: From the start I requested to know if ****************** Rental offered 3rd **************** Later found out that what I was given was CCP credit card insurance. In addition, I called on July 30th and the agent who responded informed me that 3rd party insurance was $16.00 per day (a big difference from the final charge). To date: ****************** Rental has not disclosed how much CCP cost per day vs BLI insurance, which on August 4th I got credited $60. (No final bill / summary provided)As of August 11, 2023, ****************** Rental has credited me $61.00 but if City and State Tax was applied, I should also get a credit on taxes applied. (this credit also includes $1.00 I was charged to verify my credit card insurance despite the fact that I presented a letter from Global Excel and used my phone so ****************** Rental agent could verify.)Pending: In addition to City and State tax credits on charges theres the issue of ACE Digital offer of $418.70 -vs- ****************** Rental of $502.44 (a difference of $83.74 plus applicable taxes)

  Customer Answer

  Date: 08/14/2023

  "Complaint Type" is not a "Repair Issue"

  Instead, it's a "Car Rental Billing Issue"

  
  

  Business Response

  Date: 08/17/2023

  Hello ****,

  Thank you for taking the time to write to us regarding your recent rental. Looking at your account and the ticket that you had open with us, I show that the reservation with the base rate of $418.70 was cancelled. This is not something we are able to do on our end, it does have to come from the customers side. You then rebooked at a rate of $502.44. The rate provided to you by our partners, ******************* is valid. The location did refund the $61 to you as well as returned your deposit. 

  Thank you!

  ACE Customer Care

  Customer Answer

  Date: 08/17/2023

  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. 
  
  Although ACE has addressed the difference between the 'online digital offer' base price and the base price charged by ****************** Rental,  I must state thatI NEVER CANCELLED MY CAR RESERVATION # NWS ********.
  
  In addition, ******************************* email dated July 7, 2023 clearly acknowledges the reservation although it was not through a 3rd party site as she states (see attached copy).
  
  Questions:
  #1. I want to know on what date and time, the reservation was cancelled and why did I not receive an email notification confirming the cancellation?
  
  #2. How come the agent at Charlie *** Rental was able to find the reservation on the system? This because I mentioned to him that it was done through ACE and he never mentioned to me that my reservation had been cancelled. In fact, the agent knew the dates I had made the reservation for and the size of car. 
  
  #3. Why is it that *** mentions the cancellation now and said nothing during the initial email correspondence with *******, Customer Experience Specialist, on August 3, 2023?
  
  Regards,
  ***************************
  

  Business Response

  Date: 08/23/2023

  Hello ********,
  Thank you for reaching out to us regarding your case.
  1. This rental was cancelled on 6/11/23 at 8:47PM and an email was sent to ******************** notifying of the cancellation.
  2. Even when reservations are cancelled, we are still able to see them in our system, however we are unable to honor them.
  3. I cannot speak on behalf of ******* however I can inform you that as this rental (CCS14404824) was cancelled we were not able to honor this or the price that was on it. You did make a new reservation the same day the other was cancelled. I can also inform you that the original reservation was cheaper because it was booked for 2 less days than the one that was used.
  I hope that this has answered all your questions regarding your accounts and charges.
  Thank you!

  Customer Answer

  Date: 08/29/2023

  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 tend to keep travel correspondences and admit that I do not have a cancellation notice. I even checked my SPAM Folder.
  
  During the digital offer I spoke to the agent who assured me that *** was a partner of ****************** Rental. That said, I cant recall calling to cancel what you refer to as the first reservation. Maybe I called to ask a follow-up question but I really cant see why I would cancel a lower price for a higher priced rental.
  
  Had the second agent adequately informed me I dont think I would have accepted a higher rental price.
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 08/30/2023

  If this complaint is published I do not want my name included. 

  Customer Answer

  Date: 08/30/2023

  I'd like ACE to provide a voice recording of the second conversation where they state that I cancelled the reservation. 

  Thank you

• Initial Complaint

  Date:08/10/2023

  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.

  I was charged $91 for fuel when I was promised that fuel charges would be waived as a courtesy beacuse I waited over an hour for a vehicle.

  Business Response

  Date: 08/11/2023

  Hello ****,

  Thank you for taking the time to write to us regarding the fuel charge. We would be happy to look into this further for you if you would email us at ************************************* with all your information. 

  Thank you!

  Business Response

  Date: 08/25/2023

  Customer was issued a credit for the fuel charge on 8/14. 

• Initial Complaint

  Date:08/07/2023

  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.

  My name is ************************* I was renting a car from you guys then ran into a hiccup first hiccup I called and informed them to take out another payment for the next day. Then I get on chat the second day asking why payment wasn't taken and for them to take out two payments. Third day my phone was off and my friend committed suicide by shooting herself in the face sorry for not thinking making a phone call to extend was in the top of my list before being in shock and grieving. Then I go over to my girlfriend's to crash at her place which I didn't fall asleep until 4:45. And I woke up at 8:00. when I woke up to take trash out the car was no longer there. I was informed that if they can not contact me via phone that they will send an email. Did I receive an email ... No. No I didn't and I am very ******. It's not like I didn't have the money it's not like I was running out hiding. The way they snuck and took the car and did not even give me the chance to take all of my belongings out. Now my gf son is missing the base to his car seat, his pack and play some out outfits wipes and diapers my gf is missing her work uniform... And I am missing the only thing that I have which has me stuck in this state..... Which is my wallet that has my id and social and every bank and debit card. The way this was handle it was like I was a criminal. Like I was hiding your car. Then on top of that didn't have the decency to leave our belongings outside??? If I would have received an email I would have been prepared or even a call because I called off of my new number and never got called back....

  Business Response

  Date: 08/08/2023

  HI ******,
  Thank you for taking the time to write to us regarding your recent rental experience in ***********. I would first like to send my condolences for the loss of your friend. Reviewing your account and communication I do see that you reached out to us via chat to extend your rental however the charge was never approved and we were advised that you would contact later to extend. Our team in *********** attempted to reach you multiple times over the course of the following days with no success. I have opened a ticket and will be reaching out to you shortly to continue communication with you regarding this case. I hope you will allow ACE to assist you again in the future. 
  Thank you,
  ACE *************

  Customer Answer

  Date: 08/09/2023

  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. It would be even more satisfactory to me If I can have my belongings brought back to me with everything being accounted for especially my wallet. My gf gets her check tomorrow which we need to try and get another rental car. I appreciate the condolences, but it does not make up for the embarrassment. I was informed that if something were to happen with trying to call I would receive an email. I made sure I door dashed to extend the rental even while I was trying to talk my friend out of killing herself. Obviously I didn't not succeed which made me feel terrible then on top of that I allow my gfs sons stuff get taken which has caused us to be backed up. I do not feel like this was handled properly. I believe I should have still be emailed or they could have waited to see who gets in the car and have me empty it. Instead the most drastic route was taken and I've never given a rental company a reason to assume I would try and steal the car or keep it on purpose for an extended amount of time. I did not receive the thing to extend because it's sent through text and with the phone being off kinda makes it tough to get it done and with my best friend killing herself "which I know y'all didn't know" but makes me feel pretty outraged but that's because I'm dealing with grief. This can easily be solved today but I don't want to just put a bandaid on it. I'm not even asking for a full refund which I was before. I'm done feeling useless and helpless and that's what it felt like. Then for me to keep being sent to voicemail box it made it more unsettling. In my opinion I feel discriminated and judge and I don't like that feeling. I gotten that my entire life didn't expect it now. I was polite I was excited and I had a whole plan that if it didn't get taken that early in the morning I could have discussed it. I had to have been being watched they day I didn't even get to close my eyes until 5 am and was back up at 8. I understand you took your property back because it's yours but it's inappropriate to take my belongings. Can't say it wasn't seen or wasn't known that stuff was inside. Even just a glance in the back seat you would have seen the base to a babies car seat. The same day couldn't go to work because the car was gone and I was completely in prepared. I know several people that have kept cars over a week late with this company and they didn't get someone to take it in the middle of the night. I've missed 5 days of work. What hurts the most is the agent took down my email as a way to contact if I didn't answer my phone. But y'all didn't even attempt to use it. Your solution is most likely just to get my stuff back to me. That's not enough. Me not being reached out through email which should be the last resort before you repo but obviously not how you guys conduct business. I want to feel like y'all know y'all messed up. I was even going to try and stay with you guys when my gf got paid but the way y'all reacted without thinking that you just took a child's way of getting in a car away and taking his pack and play which he loves since he is just now pulling himself up at 4 months and my wallet which was in the driver's door, makes me truly think the only thing on your mind is money. Money doesn't keep loyal customers or create loyal ones. Going above and beyond to fix your mistake does. I have no way of getting me my gf her son and her mom to get there checks from ***** in ********** other than the bus. And if you thought that was an option then you don't understand people are wreck less and can't be trusted so I won't put my family in danger. You taking the car with out me knowing anything put my family in danger. You want to fix this then I know you can make it possible because if ***** can offer a 3 day test drive not sure why no other rental service can. Just like I know there are ways to credit things and stuff like that. But a car and my belongings being dropped off with the keys in the front seat and an EMAIL letting me know you have done it or even a text on my new number ********** will show y'all want to make those work. I was already willing to do 100 a day when I know for a fact I'm paying more than a weekly rate but had to do it because I was behind. Then my emergency happened at the same time my phone cut off. If you were able to pull that off I will personally come up and pay for a week but can not afford to do the deposit again. You don't even have to give the deposit back just wipe out the deposit for this possible new contract that we will try and make. But if you start with there is nothing that can be done then I know your lying. I've worked for **** before and saw how things worked and the strings that can be pulled. I could be going on a rampage because truly I felt discriminated. I am African American and I know three families that had to keep their rental extra and couldn't get ahold of you guys to extend but you didn't take their car.(they were Caucasian" the way this was handled in my eyes was very poorly and it's not a good reflection. I have been waiting for a result which to me.... If you find stuff in a car I would take it back to where I found it since I removed the car with no warning. But instead used a back up key like they were just waiting for me. Not even far dealership go without including an email being sent out as well. That's why I'm so so confused but more just feel hurt and let down. I thought my email would be used for what I was told it would be used for as a back up but no of course not. It just blames me. But let's see what y'all want to do because the bbb isn't all I can talk to and if there is no cooperation then unlawful discrimination of my race is how I felt the way y'all did things made me feel. How would you feel if you just lose your best friend and then less then 6 hours later your rental is gone to where you can't go to work and take everyone else to work and baby to day care. Instead losing money having no way of getting money and the customer service line constantly going to voicemail. Just fix this please or next message I'll be going further and take it to where I will be heard 
  
  
  

  Regards,

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

  Customer Answer

  Date: 08/10/2023

  So I do not believe that anything has been resolved I am very disappointed that they sent me a message telling me to come get it when I'm not the one that took property away. I specifically said I wanted them to deliver it. I specifically said if they wanted to keep my business they need to make up for not emailing me when calling me didn't work. I am so unhappy with this experience and the fact that they have no care that they took off with my belongings it ****** me off. I want to keep renting they didn't try my email. That's not fair to me. Left me stranded. I'm so so upset

  Customer Answer

  Date: 08/11/2023

  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.]

  So I do not believe that anything has been resolved I am very disappointed that they sent me a message telling me to come get it when I'm not the one that took property away. I specifically said I wanted them to deliver it. I specifically said if they wanted to keep my business they need to make up for not emailing me when calling me didn't work. I am so unhappy with this experience and the fact that they have no care that they took off with my belongings it ****** me off. I want to keep renting they didn't try my email. That's not fair to me. Left me stranded. I'm so so upset
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 08/11/2023

  Hello ******,

  While I understand the frustrations with your belongings, the location does have them but you will need to pick them up. They did email and attempt to contact you multiple times regarding the vehicle. When you wrote into us on chats you advised you would reach back out to extend but never did. The vehicle was past due by 5 days which is why it was towed. 

  Customer Answer

  Date: 08/14/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.] This was not solved and I explained back to them in email why I can't because I don't have a car I know no one here it's a lot of stuff and can't be taken by bus. It was not 5 late but obviously I can see who side your on so I'm just going have to keep going up the chain till I'm heard. Anyone can say they reached out I got one email that I responded to. I didn't neglect to take stuff out of a car repoing  it I not their belongings can't get a U-Haul because they have my id s
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just picked up my rental car this morning, Priceline booking res #***-567-875-17. I denied insurance through Priceline when booking and when I went to pick up my rental I told them I had coverage through my credit card and insurance company and they said they would not rent to me until I bought their limited insurance at $39/day. I told him *** rented many cars before and never have I ever not been forced to buy their insurance. He said with ACE you HAVE to! What a complete scam. My rental went from $157 to $295 with the forced insurance. I immediately went back to check all my future car bookings to make sure none were with ACE because this will be first and the absolute LAST time I book with ACE.

  Business Response

  Date: 08/08/2023

  Hi *********,

  Thank you for taking the time to write to us regarding your recent rental experience in ** and our insurance policies. Reviewing your account, I do not show insurance purchased from Priceline and I see that you had credit card coverage which only covers collision. We do require collision and liability insurance in order to rent a vehicle from any of our locations. I hope that you will allow ACE to assist you again in the future. 

  Thank you,

  ACE Customer Care

• Initial Complaint

  Date:08/04/2023

  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 car at the *** location directly through ACE (GAS13726104) and was charged an additional driver fee despite the additional driver being my coworker, on a work trip, which is an exempt category under CA AB 901. The agent (on a computer screen and not in person) did not waive the fee and was dismissive when we brought up the law and tried to show him the legislation through the camera. He did not escalate this to a manager or supervisor when asked to resolve and the only person in the building also did not assist us.When trying to resolve this issue, my call was directed to the *** location where ***** was incredibly rude and combative. He continuously asked condescending questions and remarks and cut me off multiple times while I was trying to explain the situation. When asked for the correct customer service number, he said they didn't have it and claimed they never talked to corporate. He eventually gave me a number that turned out to be the reservations line and not the customer service line. ***** was rude and dismissive throughout the entire call and gave out an incorrect phone number when asked. I would like a refund of the additional driver fee paid for the 4 days on the trip.

  Business Response

  Date: 08/08/2023

  Hi *******,

  Thank you for taking the time to write to us regarding the additional driver charge on your rental in ** in April. To look into this further for you please email us at ************************************* with the review written here as well as proof of you and the additional drivers employment showing that you are coworkers. I hope you will allow ACE to assist you again in the future. 

  Thank you,

  ACE Customer Care

  Customer Answer

  Date: 08/19/2023

  Hi please reopen. I submitted to the business directly as they responded but have yet to hear a response! 

  Business Response

  Date: 08/21/2023

  Hello *******,

  I have found your message to us directly and am looking into this for you. I will respond directly via email. 

  Thank you!

  Customer Answer

  Date: 08/22/2023

  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. 
  
  They have processed the request and issued the refund  

   

  Regards,

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

• Initial Complaint

  Date:07/30/2023

  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.

  Pick-up:Thu, May 4, 2023 - 08:00 AM Drop-off:Wed, May 10, 2023 - 06:30 PM Rental Location:ACE *********************************** ************ Airport (***)**** Rental Car **************, College Park, ** ***** ACE Confirmation Number:POV14156237 The staff member was not there. Waited for one hour and called the help center. Then a young black lady appeared and gave me a truck. I asked to switch to a small car and was refused, and was told to cancel the service. But I was still charged later because ********* said the order couldn't be cancelled. I didn't use the service because I rented from Hertz after the service from ACE was cancelled on May 04

  Business Response

  Date: 08/04/2023

  Hello *******,

  Thank you for taking the time to write to us regarding your recent rental experience. Regarding the vehicle that was offered to you, as you booked the dealers special, this is within the limits of what this offers. While I understand the frustrations with the charge, *** was not the one to bill you for the rental and any refunds are up to Priceline. I hope you will allow ACE to assist you again in the future. 

  Thank you,

  ACE Customer Care

  Customer Answer

  Date: 08/10/2023

  I  talked with the front desk girl (a  young ******* girl) on the day to pick up the car. She said it had been cancelled, we didn't need to do anything. Because I was in a hurry  and rented a car from Hertz at ******* airport. 

  Later I asked to get the money back, it was denied. 

  I thought I have been set up about this.  Otherwise, I would not rent the car from Hertz in a hurry and paid more money.

  here is my ******* receipt

  
  VIEW RECEIPT
  
  # ** MR ** 190248520
  RES K48244485A6
  
  *******************
  
  ICHARGED ON MC XXXXXXXXXXXX3041
  
  RENTAL: 05 / 04 / 23 10 : 20
  RETURN: 05 / 10 / 23 18 : 31
  RETURNED: **************************** INTL
  COMPLETED BY: **** / GAATL11
  
  PLAN OUT: RXHW5
  www.Hertz.com

   

  Customer Answer

  Date: 08/11/2023

  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  talked with the front desk girl (a  young ******* girl) on the day to pick up the car. She said it had been cancelled, we didn't need to do anything. Because I was in a hurry  and rented a car from Hertz at ******* airport. 

  Later I asked to get the money back, it was denied. 

  I thought I have been set up about this.  Otherwise, I would not rent the car from Hertz in a hurry and paid more money.

  here is my Hertz's receipt

  
  VIEW RECEIPT
  
  # ** MR ** 190248520
  RES K48244485A6
  
  *******************
  
  ICHARGED ON MC XXXXXXXXXXXX3041
  
  RENTAL: 05 / 04 / 23 10 : 20
  RETURN: 05 / 10 / 23 18 : 31
  RETURNED: **************************** INTL
  COMPLETED BY: **** / GAATL11
  
  PLAN OUT: RXHW5
  www.Hertz.com

   

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

  
  

  Business Response

  Date: 08/11/2023

  Hello,

  Any refunds because this is prepaid are left up to the third party you booked through to refund or not. 

  Customer Answer

  Date: 08/24/2023

  not resolved. Didn't hear from anything from ACE rental in *******