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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

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ACE Rent A Car has 65 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 got. In to a. Accident with. A rental. Car that belongs to ace. Ready. A car. I call them to get the insurance info. And they gave me a insurance that the email dont work. No. One too talk too very upset. A been a week and. I not heard from. No one

      Business Response

      Date: 07/11/2023

      Hi Lucky,

       

      Do you have any of the renters information or can you tell me where the accident took place so I can give you the correct contact information for who you need to contact?


      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.]

      My name is lucky *********************** I was in a  accident July 27 2023 in *********** by a rental car that is on by ace rental car I call them they gave me a number to a claim  **** I call ********** **** got a answer machine giving me a email that doesnt work th...

      Regards,

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


      Business Response

      Date: 07/25/2023

      Hi *****,

      Sorry to hear about your issues contacting our location.

      Are you able to provide your ACE reservation # so we can direct you to the right place and have them reach out to you directly?

      ACE Customer Care
      ************

    • Initial Complaint

      Date:07/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 April 22, 2023 I made a rental car reservation with Ace. The rental period was from July 1, 2023 to July 8, 2023. The booking states that the price would be $445.22 CAD. At the time of booking the reservation, I declined any additional insurance coverage. I have collision coverage through my credit card and third party liability coverage through my personal auto insurance policy. When I arrived at the Ace rental office I was told that I was required to get additional insurance coverage at $54/day because I am from a no fault state/province. I repeatedly told the booking agent I did not want or need the additional coverage. However he would not let me leave with a car unless I agreed to sign on for the additional insurance. At the time I had a fresh off the plane sleeping toddler with me and a 3 hour drive ahead. At the end of the day I was charged over $804 American for the rental, well over double what I was originally quoted.

      Business Response

      Date: 07/03/2023

      Good morning,

      I show you signed and accepted insurance in the rental agreement that you sent over to us. Since your rental contract was still open you would have to reach out to *** to work on getting this removed. The phone number is **********.


      Kind regards,

      ACE Customer Care

    • Initial Complaint

      Date:06/29/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a vehicle from Ace rent a car (also called Best I guess) for a trip in *********, ** May *****, 2023. Despite the high price I paid ($195.33), I was put into an unsafe vehicle. The Kia *** I was in had terrible brakes that would cause the steering wheel to shake violently and I had to put pedal to the metal in order to brake. Also, the horn did not work. The manager was supposed to be there when I arrived to drop off the car and I was informed she left early. The customer service was terrible and they werent even going to offer any money back, I had to demand it. They gave me roughly $12 off on site (thats it!) and because we had to board a flight, I decided Id take it to customer service. I called and was bounced around from **** to **** until I finally was sent to the right ****. After speaking to **** from customer service I sent her an email proving the horn didnt work (unfortunately I didnt get a video of the brakes). I didnt hear back. I had to email her again to find out anything. They then responded and decided to give me a grand total of only 20% off the base rate (not including the taxes and fees). They never sent the reimbursement so I had to reach out again. They then sent it via Tremendous which was a complete joke. Suffice it to say, I will never use this joke of a company again.

      Business Response

      Date: 07/03/2023

      *******,


      Thank you for reaching out to us through the BBB. I show that you received your refund over a month ago on 5/30 through Tremendous. Unfortunately we would not be able to provide further compensation since you've already been compensated. We thank you for reaching out and hope you have a nice day.

      Kind regards,


      ACE Customer Care

    • Initial Complaint

      Date:06/21/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Friday, March 24th, 2023, I rented a 5-passenger economy car from ACE rent-a-car. My confirmation number is NWS14053523. Upon arrival, they provided me with a 4-passenger car, which I did not realize until I later went to pick the rest of my crew up from the airport. When contacting customer service, they informed me this was a comparable car. I emailed them multiple times explainining that a 4-passenger car is not comparable to a 5-passenger car. I had specifically put a filter on their website to only show me 5-passenger cars. They refused to offer any compensation and I had to pay for car services throughout the entire week almost doubling the cost of the car.

      Business Response

      Date: 06/28/2023

      *****, 

      I show that you provided your booked car class as an economy size vehicle. The vehicle you were provided was the vehicle within your booked class. 

      Kind regards,

      ACE *************

    • Initial Complaint

      Date:06/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 me a car after insisting i upgrade to a charger. The charger they rented me had no plates on it i had to request a temp plate. There was damage documented to the driver side door lock. The vehicle was broken into and my items were stolen approximately $2000 in value. They did not care when i called to complain they stated it couldnt have been an employee because the key was still there. The plates for the vehicle were located in the trunk under the spare tire. Sketchy business practices

      Business Response

      Date: 06/28/2023

      *****,


      Thank you for your review. We understand your frustration. Unfortunately we have no ability to approve or disprove that you had items in the vehicle that were stolen. I would recommend contacting the rental location for further action for this. We thank you for reaching out and hope you have a nice day.

       

      Kind regards,

      ACE Customer Care

    • Initial Complaint

      Date:06/19/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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: 6/18/2023 Location: *** airport Paid$348, the actual charge should have been $170.We showed proof of insurance coverage with all the necessary document but they kept saying the name needs to be on the card however the documents listed that the driver is covered.They made him purchase the insurance through ACE. And another rep said that it will be refunded. However when weve called back, the customer service reps said they cant refund the insurance even though proof of our personal insurance was provided at the time of rental per stated in their policy.The customer reps ***** from ***) we have talked thats been super rude and said - quote I saw you asked to speak to the manager and have them call you. They probably didnt and wont call you back because there is no reason to call you back.We would like to be refunded for the insurance we had to pay through ACE because we have already shown proof of insurance at the time of pick up and the people at the desk were being very difficult.The car we got also was bigger than we wanted and is not convenient for my grandmother to get in and out of the jeep since there was also no step ledge.

      Business Response

      Date: 06/26/2023

      Hello,

      Thank you for reaching out. Can you please provide your ACE confirmation starting with three letters followed by seven to eight numbers.

       

      Kind regards, 

       

      ACE Customer Care

      Customer Answer

      Date: 07/07/2023

      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: 07/09/2023

      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.]

      ACE asked for my confirmation number and I am providing it in this response. 

      Confirmation no. CDV14422600

      I will await their response. I am not satisfied with the resolution because they still processed the insurance charge when we returned the car even through proof of insurance was provided at the time when I picked up the rental car. 


      Regards,

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


      Business Response

      Date: 07/13/2023

      Good morning,

       

      Thank you for the information. I'm working with the rental location on a resolution currently. When I receive further details I will update the case accordingly.

       

      Kind regards,


      ACE Customer Care

    • Initial Complaint

      Date:06/12/2023

      Type:Product Issues
      Status:
      Answered
      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 6th I had a PAID reservation for a car that I made several weeks in advance, upon arriving I was told that they were sold out of that class of car. I was informed I would have to pay an additional $25 a day for the three day reservation, I was told that was the best they could do. My reservation was confirmed weeks before I arrived. They failed to hold the car I had already paid for. I would like a refund of the additional charges and fees.

      Business Response

      Date: 06/12/2023

      Hi ******,


      At your earliest convenience can you please provide your ACE confirmation number starting with three letters followed by seven to eight numbers? When I receive that information I'd be happy to investigate this further.


      Kind regards,

      ACE Customer Care

      Customer Answer

      Date: 06/12/2023

      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. 

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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

    • Initial Complaint

      Date:06/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 6, 2023, I booked a rental car through Rentalcars.com and was charged $570.80.On March 13, 2023, we picked up the rental car from Ace Rent a Car in *****, ** and were only credited (listed as a voucher payment) $508.00.We should be refunded $62.80.

      Business Response

      Date: 06/09/2023

      *****, 

      Since you prepaid through rental cars the third party vendor they charge us to use their service and that is what the difference is that you are seeing. If you needed further assistance with the billing you will have to reach out to rental cars for further assistance. Otherwise you were correctly billed. 

       

      Kind regards,

      ACE Customer Care

      Customer Answer

      Date: 06/13/2023

      Better Business Bureau:

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

      [Provide details of why you are not satisfied with this resolution.]

      Regards,

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

    • Initial Complaint

      Date:06/05/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 purchased a car rental agreement from priceline, with ***************** covering damage up to 70 or 75 thousand dollars. When I arrived at *************** airport I was told that I needed proof of insurance and a 500 dollar deposit. I gave both after telling them that I already paid for everything including insurance with priceline. They then **** up a completely new rental agreement and before I signed I asked why it was so expensive. I was informed that it's all normal when you book with priceline and I needed to sign the agreement in order to get the vehicle. At this point I would have just paid for 2 cars but this was not the end. When I returned the car they found a "chip" in the windshield. As I paid for insurance with ALLIANZ through PRICELINE, I was not concerned. A few days later I get a letter from a lawyer indicating that the chip in the windshield equaled **** dollars in damage that they would seek to recover compensation from my personal insurance. Why *** my insurance, if I am fully covered by ALLIANZ. This exposes the scam. I was told to sign a new contract while being led to believe it was my original contract with full coverage. I have all my Priceline and Paypal information on the rental, yet they are actually suing me.

    • Initial Complaint

      Date:06/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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. Declined all insurance. I have Amex credit card and progressive for liability. The agent added a charge then I asked to take it off then she said I needed it. They lie and don't listen.

      Business Response

      Date: 06/09/2023

      Hello, 


      We thank you for reaching out to us through the BBB. As stated in our previous correspondence. The rental period has now closed and the product has now been used and signed and accepted for to cover the vehicle. Unfortunately, we would not be able to provide a refund for a used policy. We have attached the rental agreement for your records.


      Thank you,

      ACE Customer Care

    ACE Rent A Car is NOT a BBB Accredited Business.

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