Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

392 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The *** Car Rental office in ******* uses misleading advertising to later upcharge their customers. They offer rental cars with unlimited mileage, however when you pick up the car they inform you that there is a CAD 50 extra fee plus tax per rental day to be able to leave the city limits with the rental car. This information is not clearly advertised at the time of booking, it is hidden in some fine print on the webpage where you have to search for it after opening several links. When you factor this extra fee in, *** car rental is way more expensive than other rental agencies, so the advertising is misleading customers. What is the point of renting a midsize car for $264.34 per day if you are not able to leave the city limits without paying $50 extra? Their customer service did not react to email and the customer service rep on the phone hung up on me when I explained my complaint pretending she suddenly could no longer hear me.
Business Response
Date: 08/04/2023
Hello *******,
Thank you for taking the time to write to use regarding your concerns with our geographical restrictions. While I do understand the frustrations with the limits and the additional charge, the policy is provided ahead of renting to inform you of our restrictions. I hope you will allow ACE to assist you again in the future.
Customer Answer
Date: 08/07/2023
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 not accept the response. The advertising and sales practices of ACE Rent A Car are misleading and deceptive. No reputable car rental company uses a geographical restriction limited to city limits only. This information is provided by ACE in a non-transparent manner in some fine print only and not part of the price comparative information provided by ACE to Expedia, Priceline and other booking portals. This way ACE appears lower cost than others, when in fact they are not. This practice by ACE is deceptive pricing and using these junk fees for being able to leave the city limits with a rental car and this way to increase the final price is cramming. I am expecting a refund of the additional fee as the advertising and pricing of ACE was deceptive.

Regards,

*****************************
Initial Complaint
Date:07/26/2023
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.
Rented a car for a weekend and when went to drop the car back off they tried to tell me I damaged the car including right front wheel, bumper, front tires, tpms sensors. They sent it to their insurance and are now trying to get me to pay over $5,000 in damages. These are horrible people trying to scam renters into paying for what what already done to the car.
Business Response
Date: 08/04/2023
Hello,
Thank you for your review, I do understand the frustrations with the damage charges. Once a claim is opened we are unable to processes any refunds or make any changes to an account. The charge will need to be handled through your insurance company and the claims department. I hope you will allow ACe to assist you again in the future.
Initial Complaint
Date:07/26/2023
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.
On June 7th I booked a midsize SUV (Kia ******* or equivalent) with a third-party service (*************) through their ********** location for pick up on June 27th and drop off on July 1st. I paid a daily rate of $75.49 which came to $517.72 after taxes and fees. On June 27th, when we arrived at the Aurora location, we realized we needed a larger vehicle to fit more comfortably and requested the next size up. The agent, ********, proceeded to "search" for a vehicle to see if they had one available and found a Dodge Durango. He printed out the agreement and slid it to me to sign and that's when I noticed $1600 on the total line. I respectfully declined as I thought the price was outrageous. He then began adjusting the price and added various discounts to lower it down to $1133.47. I still declined and explained to him that I had already prepaid and just needed to upgrade for the difference in size. He then told me that this was the total for my reservation and that the charge would be adjusted and I would not be charged this amount since I already paid the $517.72. I confirmed with him my understanding of what he was telling me and we proceeded and of course I had a charge for $1133.47 on my credit card. I then called their customer service number *************) on July 5th and spoke with *** (reference #*****). We have been communicating over the past 2 weeks via email which has resulted in no resolution of this issue. She also confirmed my suspicion that in addition to the daily rate of $75.49 I was charged another daily rate of $68.01 AND an upgrade charge of $150/day. Therefor, I was charged for 2 vehicles plus an upgrade charge and only received one. She sent a final email on Monday, July 17th, stating that she would have the Aurora location contact me. It has now been over 1 week (and 3 weeks since my initial complaint) and I have not received any such communication. Confirmation #CDV14388864
Business Response
Date: 07/31/2023
Hi ********,

Thank you for your complaint and for your internal reference number of 79275.

After looking through your case, it appears that you upgraded at the time of renting from a Midsize SUV to a Fullsize SUV (****** per day) as well as tolls (***** per day). These additions plus the associated taxes were outside of your prepaid rate and were charged directly to you.

Total cost of rental: $1413.78
Prepaid Rental: (480.31)
Total Due: $933.47

**************=933.47
The $517.72 is your reservation through ************* which includes the upcharge from that travel partner. You can get around this in the future by booking directly with ACE.

If you have further questions, please let us know.
Customer Answer
Date: 07/31/2023
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.

1. This is the third different explanation of charges I've received after speaking with Ace Rent A Car **************** directly.
2. My invoice from Ace does not acknowledge the original daily rate and charges from the third party vendor
3. I had already prepaid for the daily rate. It does not make sense that you would charge another daily rate and an upgrade charge for a larger vehicle.
4. This does not explain why your agent claimed that I would only be charged the difference between my original reservation and the $1133.47
5. I fail to see how going directly through Ace would be cheaper when I was charged twice the amount (almost 3 times had I not said anything) of my original reservation just to upgrade to the next vehicle.

Regards,

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

Business Response
Date: 08/04/2023
Hello ********,
Thank you for your response. Our invoices do not have the breakdown of the prepaid portion due to ACE not being the one to charge you for that. You were not charged another daily rate, there was only the upgrade, prepaid fuel, and the toll pass. Your total was $1413.78 including what we receive from the third party you prepaid through. It is cheaper to book directly on our site as when you prepay, the third party takes a commission.
Thank you,
ACE *************
Initial Complaint
Date:07/24/2023
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.
1- They had stated that they would provide transportation to their office. However, they failed to mention that I would need to take a train to reach their designated pickup location. As per ******** consumer protection laws, it's imperative that companies provide clear and accurate information about their services. The lack of full disclosure in this case could potentially be seen as misleading.2- I was informed about the charges related to a car accident incident over the phone by ******************, an employee of this company based in *******.I asked for more details, and in response, they sent me two pictures, which I have attached here.As evident from our eamil correspondence, I inquired if the first picture was taken before I rented the car. They responded negatively, stating that the first picture showed the damage, and the second one was a magnified version of the same.******************, an employee of the company, admitted that there was no available proof, such as a timestamped image or video, that could substantiate their claim that the crack was not there before I took the car. Furthermore, she acknowledged that the crack was so small that it wouldn't have been visible in any pictures, even if they had been taken before I rented the vehicle. This was further corroborated by the inspector.they presented us with a dirty car. Under heavy rain and in a rush, someone began to inspect the vehicle. I managed to record a video as the (inspector) person made some notes of scratches on the car. After the inspection, I took possession of the car.I also recorded a video after returning the car and sent it to them. However, they reiterated their claim that they were unable to open the video file I provided, and insisted that I needed to pay them.Beyond the physical plausibility of such an accident causing this damage, they lack any concrete evidence to substantiate their claim. Given that this practice is becoming a common means of unfairly charging customers, I am reaching out for your assistance in this matter.
Business Response
Date: 07/25/2023
Hi *****,
Thank you for reaching out regarding your experience.

All of our shuttling instructions can be found on our website at *********************************************************** as well as any of our partner websites.
Are you able to provide the video you mentioned so that we can include it in our investigation?

ACE Customer Care
Customer Answer
Date: 07/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have attached the following video file to help further investigation:
1- Given the large size of the video file (approximately 75 MB), I have uploaded it to ****** Drive. I've shared the link to ensure all relevant parties have access to the file.
*************************************************************************************
Also checked the link to be sure that it is accessible. when you click on it it will send a request to me and then it will be shown on your system.
2- I invite you to watch the video to see for yourself the condition in which the car was delivered to me. As you'll notice, it was under the rain and unfortunately quite dirty
3- I encourage you to see for yourself how such an accident could occur, given that there is no indication at any point on the grill suggesting a tear like this could have happened because of fatigue not accident.

Regards,

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

Customer Answer
Date: 08/03/2023
Hi,
I provided a link to my video footage as requested by the car rental company. However, it appears that no one has reviewed this video. Despite this, my security deposit was deducted without any substantiating proof or receipt being provided regarding the alleged accident
How this is possible ?
Business Response
Date: 08/04/2023
Hello *****,
Thank you for the information. Unfortunately the video did not come through and is giving an error. Can you please send us an email to ************************************* so that we may better assist you with this issue.
Thank you!
ACE Customer Care
Customer Answer
Date: 08/07/2023
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.]

Regards,

***********************
Customer Answer
Date: 08/07/2023
this is regarding the business last email:
Better Business Bureau:

I have carefully reviewed the response provided by the business concerning complaint ID ********. Unfortunately, I've determined that the proposed solution would not resolve my issue. For your reference, I've included details of the offer below.
I've sent a link and configured it to notify me whenever someone attempts to open it. I'm doubtful that this task will be undertaken by the individuals at *******, as they've not previously acted in relation to this issue. I'm concerned this might just be a token gesture implying action without any substantial follow-through. Despite having sent them all necessary documents multiple times, I've yet to receive a response. Therefore, if the representative remains the same, I see little point in this process.
However, I have compressed the video due to size limitations and managed to send it via email. If there's someone else who genuinely wishes to resolve this false claim, the link to the high-quality video remains available.
Secondly, a safety deposit of $1000 was deducted from my account without explanation. I fail to understand why such a large amount would be withdrawn for what I estimate to be a $47-$80 front bumper grill. No proof or receipt of the alleged damage was provided to me.
How is it justified to deduct such a significant sum without proper documentation or explanation?
I have attached a screenshot here, which displays the email and video sent to the business email
Regards,

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

Business Response
Date: 08/08/2023
Hi *****,
Thank you for reaching out to us again regarding your concerns. We have a ticket open to continue communication with you through.
Thank you!
ACE Customer Care
Customer Answer
Date: 08/20/2023
Hi ******* at BBB.ORG,

I regret to see that my complaint has been closed, especially after the numerous responses and documents I've provided. I've been under the impression that the business is merely wasting time. Despite claims that there's no evidence of an accident with this car, I've provided all the necessary information and responded to every email. What further steps should I take for my complaint to be properly addressed?
Here is the representative's response to the video I sent them at the time of delivery:
------------------------------------------------------------------------
Hello ****,
Upon reviewing the video you sent in, I do not see any damage or concern with the vehicle. If I am missing something please don't hesitate to point it out. While I do understand the frustrations with the hold and the amount, standard practice with damage claims is that the deposit is held until the claim is finalized and paid. I would like to invite you back to rent with ACE again in the future, I can offer you a future discount. To claim you will just need to contact us at ************ and mention ticket #***** so that we can make the booking for you and apply the discount.
Thank you,
****
Customer Experience Specialist
**********************
************
-----------------------------------------------------------------------------------------------------------------------------------------
I've made multiple attempts to communicate with both the reservation and customer service departments, seeking further updates. However,I felt caught in a loop as they kept redirecting me between departments, each claiming it wasn't their responsibility. Unfortunately, no one provided me with a direct contact to address my concerns.
Ultimately, I was quite disappointed with bbb.org.Instead of holding the responsible party accountable, they chose to close my complaint. This experience makes me question whether they genuinely support customers or are more inclined towards businesses.
Customer Answer
Date: 08/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is a prime example of how the absence of preventive laws allows businesses to take advantage of people.

Despite my attempts to communicate with the company, they provided no solutions or responses. My efforts to connect with them only resulted in being shuffled between customer carewhich ironically felt quite the oppositeand reservations. It felt like they were playing 'ping pong' with me, passing me around to waste time and collectively avoid responsibility.
I've sent them numerous emails with accompanying documents, yet they haven't bothered to review them.
For a part valued at C$47 (the front bumper grill of a 2021 Rogue), they sent me an invoice of C$1097.
They voided the insurance I had purchased for this car, stating it didn't cover their needs. They then suggested I either pay an exorbitant amount for their insurance or use my own.Be cautious with this business; if issues arise, they won't hesitate to take advantage of you.

Regards,

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

Business Response
Date: 08/28/2023
Hi there. After looking for the video mentioned in this correspondence, I got a notice that this video has been deleted and was not able to be opened. I've attached a screenshot for reference. Once an insurance claim has been opened, we are unable to authorize any refunds or adjustments until the claim is finalized. We do understand the frustration here, but at this moment we cannot take any action to refund the customer. We did offer the customer a discount for future *********************** and provided instructions for how to use this discount. -*********
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.

1- They claim that they cannot open the video, but here I attached their response for your reference. (also attached the screenshot of their email)
"
Hello ****,
Upon reviewing the video you sent in, I do not see any damage or concern with the vehicle. If I am missing something please don't hesitate to point it out. While I do understand the frustrations with the hold and the amount, standard practice with damage claims is that the deposit is held until the claim is finalized and paid. I would like to invite you back to rent with ACE again in the future, I can offer you a future discount. To claim you will just need to contact us at ************ and mention ticket #***** so that we can make the booking for you and apply the discount.
Thank you,
****
Customer Experience Specialist
**********************
************
"
As you can see, it's evident that they aren't genuinely trying to address the issue. Instead, they seem content to quote $1,100 to replace a $47 2021 ****** Rogue front bumper grill. Clearly, this is a lucrative business. I've provided the video in various formats and on multiple occasions, along with evidence here that shows they've viewed it. Beyond claiming they can't see the video, does the business have any other response?

Regards,

***********************
Initial Complaint
Date:07/19/2023
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 June 12, 2023, I reserved a standard pickup truck with Ace Rent a Car. The reservation was for pickup on June 30, 2023 at the ******* International Airport (***) and drop off on July 3, 2023 at the same location for a total of $257.79 plus a $200 Security Deposit. My rental agreement number is *********. As there were no standard pickup trucks available, a 2022 Mini ****** two door convertible was offered. The car had immediate problems with the hood open signal remaining on when the hood was closed. Feeling uncomfortable driving the car with such an indication, I decided to return the car the next day July 1, 2023 within ******************************************************************************** the Ace representative accepted the vehicle, and I was provided with a new vehicle, without any identification of damages. On July 7, 2023, I called Ace Rent a Car and asked why my $200 Security Deposit was not returned. An agent stated there were damages to the upholstery of the seat of the Mini ******, that was only discovered when the car was washed, and that a claim was filed. No other information was provided to me. I emailed the Ace Branch manager and was told the issue was being handled by ************* Claims. I contacted Rockport Auto Claims and received an accident incident report by Ace Rent a Car dated July 1, 2023 noting false facts and accusations. Also attached was an invoice of $2,922.80. They also attached pictures of the car, with only one showing a perfectly cut out back seat of the car upholstery. It was also falsely noted in the paperwork this was a collision. I was never provided an explanation of the damages and charges assessed, and information on a dispute process. I was not given time stamped photos nor travel log records. Ace Rent a Car provides no process to remedy this situation, no customer service, and is charging me through false claims for damages that I did not cause.
Business Response
Date: 07/25/2023
Hi ******,
Thank you for reaching out to us regarding your claim. As you stated, the car was received in this condition after you dropped the car off at the location. Since this damage was not present or reported by yourself or the agents at the time of pickup, you are responsible for any damages to the vehicle. Additionally, since you did not purchase the insurance offered by ACE counter agent, you will need to handle all claims through your personal insurance by submitting the invoice from Rockport Auto. If you wish to dispute this claim, you will also need to provide evidence that the car was received in the same condition that it was dropped off.

Let us know if we can answer any further questions.

ACE Customer Care
************
Initial Complaint
Date:07/14/2023
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.
On 10July I rented a car from Ace that came up from a 3rd party site which I use frequently. Upon arrival I was advised of an unusual $300 deposit. Nevertheless I proceeded with my rental. I returned the car and my credit card was charged for the rental period however, my deposit is showing pending. Upon contacting Ace I was asked was I not aware of their 21 BUSINESS DAY POLICY. On the contract the verbiage says REFUNDS MAY TAKE UP TO 21 DAYS TO PROCESS DEPENDING UPON YOUR FINANCIAL INSTITUTION.I contacted my *********** who says they cannot assist that the processing is on the side of Ace Rent A Car. Ace Rent A Car continues to state thatI should have known their policy. I am not asking for a refund. The charges for the rental car time frame have been charged and cleared my account. However, $300 remains as pending.This transaction was requested from me as a deposit, from the rental agent. Not as a PAYMENT in addition to the payment for the daily cost of the car rental. The contract verbiage is deceptive. The customer service agents continually repeat werent you aware of the 21 day policy? But that applies to purchases, and was not indicated in the contract as to the DEPOSIT.
Business Response
Date: 07/25/2023
Hi Hope,

We are happy to look into the possible delay regarding the return of your deposit. Are you able to provide me with your ACE confirmation number?

ACE Customer Care
Customer Answer
Date: 07/26/2023
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.

My situation was resolved after many hours on the phone with **************** representatives steering me towards the deceptive contract language Refund and its 21 business day mentioning. And filing a BBB complaint.
A DEPOSIT is not refundable it is a pending transaction therefore it should be released. Why isnt the deposit clearly listed to have the same 21 day policy unless for the intention of deception?
And furthermore, if your vehicle has been returned why would anyone have to wait 21 days for a pending release?
I reviewed multiple complaints about this on Yelp after the fact.
[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Business Response
Date: 08/04/2023
Hello,
Thank you for your response. The deposits are held as a pre-authorized charge and when your account is closed the charge is released automatically on our end. We advise that it can take up to 21 business days for the charge to be dropped as it depends on your personal bank and how long they take to release it on their end. I hope you will allow ACE to assist you again in the future.
Customer Answer
Date: 08/07/2023
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.]
The contractual language is deceptive. And there is no upfront information provided that a hold could take up to 21 days to be released, which my bank refutes. I have NEVER had a hold placed on the accessibility of my funds even LARGE deposits. After filing my BBB complaint my funds were suddenly released.
Coincidentally, I think not.

*************************
Initial Complaint
Date:07/13/2023
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 booked with ace rental car July 3-6, 2023, as dealers choice for $65.36. When I went to pick it up, ********, asked how many people I was traveling with. I said 2. he then said the dealers choice was a pickup truck. I said thats fine! He said no, because it only has two seats and no luggage space. He said I couldn't have a car unless I paid a $20 upgrade fee per day. Later, I saw ******** lied about the $20/day and actually charged me $25/day. ******** also demanded I show him my round trip airline tickets or incur a fee of $1,000. When I returned the vehicle, ****** checked it in. This time, I recorded everything on video. ****** said he had photos that the gas was more full when I took it and that I underfilled the gas. I told him that was incorrect, I actually overfilled the gas and had photos to prove it. Then he gaslighted me and said thats what he meant, that I had overfilled it. I told ****** about how when ******** checked me in, he said the car they picked for me was a two seater pickup. I pointed out the Dodge Ram on the lot which had four doors (at least four seats) and asked what other trucks they had. He said they also have a ****** ******. I asked if you have any smaller trucks and he said no. He said he was sorry that ******** lied to me to force me to upgrade. I asked him for a refund for them lying and forcing me to upgrade and then charging more than they said and he said he couldnt give me a refund. He had the audacity to ask me to leave a good review. I expect to be refunded the bogus upgrade fees over my original balance of $65.36
Business Response
Date: 07/13/2023
****,
Can you send over your ACE confirmation number starting with three letters followed by seven to eight numbers.

Kind regards,

****
Initial Complaint
Date:07/10/2023
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 arrived to *** location to pick up a car I was told to go pick out a car before leaving I asked for a paper so I could mark off scratches on car and was told they don't have any. Once I arrived to turn the car back in I was told by the inspector that there where scratches on the car rims. I explained to him that they where there before I left. He asked me to fill out a form and assured nothing would happen. Weeks late I get an email saying I owed ********. I asked to see the break down of the chargers to see what I was being charged for. Once I did the math the total did not come out to ******** but close to ******** the employee sent over a new document of the total I calculated. This seemed a little sketchy like they were trying scam me out of money. Once I took a closer look I realized that that's what was happing they charged me ***** for 2 brand new tires even tough there was no damage to tires just scratches on ****** factory black rims that the paint was easy to come off. Once I asked why I was being charged for new tires she said that it was common practice for them to replace tires if rims have scratches. And I know for a fact this is not true if there is no damage to tires such as punctures than there would be no need to replace it.
Business Response
Date: 07/13/2023
Good morning,

We thank you for reaching out to us through the BBB. For further assistance you will need to reach out to the rental locations claims department. Their claims are known as Rockport Auto Claims. Their email is ****************************** and phone is **********.

Kind regards,

ACE Customer Care
Customer Answer
Date: 07/14/2023
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.

I reached out to the claims department several times. I asked her to explain why would the need to buy new tires for ****** if only the rims were scratched. I got 2 different answers one person said its just what they do . Another person who claimed to be the owner said the ****** is the price of the rim . I called ****** and asked the price of the rim and its only about 200. Also the scratches were on the car when I drove off I have eye witnesses and statements from them .

Regards,

*******************************
Business Response
Date: 07/25/2023
Hi ******,
In addition to the price of the rims, the price takes into account the cost of labor and the loss of use for the time that the location was unable to utilize the vehicle.

Since you did not purchase insurance, at the counter you will need to submit your claim to your personal insurance to discuss resolution or dispute the claim.

Let us know if we can assist with any further questions.

ACE Customer Care
Initial Complaint
Date:07/07/2023
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.
I booked a car through price line. The details are: Rental Car Trip Number: *********** Pickup Date/Time: 06/17/23 Drop-off Date/Time: 06/19/23 Pick up location: ************ Airport Dropoff Location: ************ Airport *********** did not provide car saying I can not take this car outside ******* and cancel it. The counter lady told me to call for refund at our booking office. Which I did on 6/18/2023. *********** said that the refund processing will take a week. After a week they sent an e-mail asking to contact Priceline for the refund. Priceline e-mailed me that *** has refused to refund my money. I paid $137.24 through priceline. I had to go back to airport and looked for rental car. That cost me too much money and time. Please help me getting my refund. ACE Rent A Car confirmation # Confirmation number is POV14359171.ACE phone number ************** A copy of receipt and booking screen shot is attached.Thanks.
Business Response
Date: 07/13/2023
Good morning,
Thank you for reaching out to us through the BBB. Since you booked through a third party the decision of whether to refund or not is the decision of Priceline. They are the original merchant of record so any kind of refund would have to come through their end.

Kind regards,

ACE Customer Care
Initial Complaint
Date:07/07/2023
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.
This is in reference to LASAP-******. On 6/14 I rented a car through Priceline for ace rent a car and returned it on 6/17. I knew I was getting charged for gas but they added taxes and fees I already paid through Priceline! I was overcharged $48.50. Gas doesnt have taxes and fees but the agent I spoke with today said when you get gas they have a right to double charge for fees on the rental which I already paid. I tried to handle this through the Priceline and with the agent on the phone from ace. It always seems you have to take bigger measures and write bad reports and reviews for businesses to hear you and its sad. If I was refunded my money instead of getting talked down to by the agent I spoke with I would not took this measures because I liked the people at the rental car location especially ************. Smh when I come back to Vegas I know where I wont be renting from again! Priceline terms dont say anything about gas it said tolls and other premiums and when I asked the agent for what she said in writing she couldnt give it to me. Im not complaining about the price of the gas at all its the taxes and fees of $48.50 that I want back!
Business Response
Date: 07/13/2023
Good morning,

Thank you for reaching out. Any service provided by the rental agency is taxable in this case gas is a taxable service since they are providing the fuel for refueling the vehicle. No refund will be provided for the service that was used.

Kind regards,

ACE Customer Care
Customer Answer
Date: 07/17/2023
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 paid taxes for gas but they taxed me for the car instead when I already paid taxes through Priceline. It should be illegal and I should get a refund.
Regards,

Vontriece *****
Business Response
Date: 07/25/2023
Hello,
As previously stated, the original taxes and fees were added on to the base rate of the rental through Expedia. Since you were charged for additional items after the original transaction, those also need to incur the same percentage of taxes and fees. This is normal for any transaction in the US.

We are unable to provide any compensation for your reservation.

ACE Customer Care

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

ACE Rent A Car is NOT a BBB Accredited Business.