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 has 65 locations, listed below.

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Aligo Rent a Car

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

• 

  Aligo Rent a Car

  15269 104 Ave Inside Sheraton Hotel - Lobby Surrey, BC V3R 1N5

• 

  Newark Liberty Int'l Airport (Ace Rent A Car)

  408 Carnegie Avenue Newark, NJ 07114

• 

  Ace Rent A Car

  2200 Rental Car Center Pkw Atlanta, GA 30337

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:04/11/2025

  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 am filing this complaint regarding a troubling experience with ACE Car Rental during a recent trip to ******, *********We picked up our rental vehicle on April 8, 2025, and immediately noticed that it did not have a full tank of gas and the oil change warning light was on. This raised concerns that the vehicle had not been properly inspected or maintained prior to being rented. We contacted ACE within 20 minutes of pickup to report these issues and expressed concern about the vehicles safety. However, we were assured by a representative that the car was fine to drive.On April 9, 2025, while driving, the engine began to overheat, validating our initial concerns. We were stranded and waited nearly four hours for a replacement vehicle, which caused us to miss a scheduled excursion that required a non-refundable deposit.When we contacted customer service again for assistance, we spoke with a representative named ***, who was dismissive, unprofessional, and lacked empathy, further worsening the experience.When returning the vehicle, we were informed that the matter was considered resolved because ACE covered the towing cost and provided a replacement car. However, this does not account for the fact that we were initially given a vehicle in unsafe condition, leading to a potentially dangerous situation and disrupting our trip.The total cost of the rental was $72, but the inconvenience and safety concerns far outweighed the price paid.

  Business Response

  Date: 04/16/2025

  Hi *******, 

  Thank you for taking the time sharing your rental experience at our ****** location. After looking further into this matter, we can see that the location has refunded you back 10% of your daily rate from your reserved vehicle ($4.61 per day) and it look like you were given a replacement vehicle on April 9th and held the vehicle until the end of your reservation. I have attached your new final invoice and refund receipt as confirmation.

  Business Response

  Date: 04/16/2025

  Hi *******, 

  Thank you for taking the time sharing your rental experience at our ****** location. After looking further into this matter, we can see that the location has refunded you back 10% of your daily rate from your reserved vehicle ($4.61 per day) and it look like you were given a replacement vehicle on April 9th and held the vehicle until the end of your reservation. I have attached your new final invoice and refund receipt as confirmation.

• Initial Complaint

  Date:04/06/2025

  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 rented a car from ACE Rent A Car in ********* on March 31th, 2025, and I was charged for the Renters Liability Waiver (***) without my informed consent. The rental agent did not explain the charge or ask if I wanted it, and I was not given the opportunity to review the full agreement. The electronic signature was collected on a small screen without showing what I was agreeing to.I had already purchased third-party liability insurance before arriving and would never have knowingly paid for duplicate coverage. When I contacted ACE to request a refund, they refused, saying that I had signed the agreementeven though I was not made aware of the specific *** charge at the time.This is deceptive and unfair. I am requesting a full refund of the *** charge.

  Business Response

  Date: 04/08/2025

  Hi Enqing, 

  In our terms and conditions, it states that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. After looking further into this matter, we can see that you purchased third party insurance for the vehicle, but third parties/credit card companies can only offer Collision Coverage. We have attached your rental agreement that was signed that shows you were only charged for ******************** We can further see that you contacted the location directly on April 6th regarding this matter and the agent informed you that the charges were highlighted and signed to your consent. At this time, all charges are valid, and no refunds will be issued. 

  Customer Answer

  Date: 04/08/2025

  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. Lack of Disclosure at the Counter:
  If *** (Rental Liability Waiver) was truly mandatory, then the rental staff should have informed me at the counterespecially after I presented my own Collision coverage. Instead, this charge was silently added under a misleading waiver label, with no explanation that it was required.
  
  
  2. Inconsistent Statements from ACE:
  When I later contacted ACE customer service directly, their representative explicitly confirmed that *** is not a mandatory charge, contradicting their current position. Moreover, the rental agreement they provided does not state anywhere that *** must be purchased.
  
  
  3. No Reason to Voluntarily Pay Extra:
  The fact that I chose to purchase third-party Collision insurancebecause its significantly cheaperclearly indicates that I would not have agreed to any unnecessary add-ons unless I was misled or unaware of what I was agreeing to.
  
  
  4. No Mention of *** During Online Booking or Pickup:
  There was no *** option on Priceline when I booked the vehicle, and when I arrived at the rental counter, I was not informed verbally or in writing that *** was required. I believed that my third-party Collision coverage was sufficient.
  
  
  5. Lack of Transparency During the Signature Process:
  When I signed the rental agreement on the small digital screen, I was not able to see any of the highlighted charges they now refer to. There was no visible indication that I was agreeing to an added cost. The document they claim was highlighted was only printed after the transaction, and the *** charge was buried as a faint black line in the last few pages. Most customers, especially in a hurry, would not immediately notice itand by the time they do, the payment has already gone through. This is not the behavior of a transparent business.
  

  Given the lack of clear disclosure, verbal notice, or written policy indicating that *** is mandatory, I do not believe this charge was valid or fairly applied. I respectfully request a refund for the *** amount.
  
  
  Thank you for your time and consideration.
  
  
  
  
  
  Regards,
  
  ****** ***

  
  

  Business Response

  Date: 04/09/2025

  Hi *******, 

  It is expected for customers to look over our terms and conditions before renting our vehicles because agreeing to rent our vehicles is agreeing to our terms and conditions. Our ********* location provides a physical copy of the signed legal rental agreement before handing over your keys. At this time, all charges are valid no refunds will be issued. 

  Business Response

  Date: 04/09/2025

  Dear BBB, 

  We formally request for you to close this ticket due to the customer admitting they did not look over our policies and they were provided a physical form of their legal rental agreement that breaks down all the charges. 

  Business Response

  Date: 04/09/2025

  Dear BBB, 

  We formally request for you to close this ticket due to the customer admitting they did not look over our policies and they were provided a physical form of their legal rental agreement that breaks down all the charges. 

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Im filing this complaint due to unsafe vehicles, poor customer service, and an unjustified upgrade charge.I reserved a midsize SUV. Upon arrival, I was offered an upgrade to a Jeep Gladiator. The first vehicle had a bald tire and a s**** in another tire. I returned it immediately. The second Jeep had a nail embedded in the tire. I again returned to the desk and requested a vehicle in my reserved class. I was then given a ******* Palisade.When I returned the vehicle, I was charged for the upgradeeven though I ended up driving a vehicle in my original class. I spoke with the on-site manager, who was rude, refused to give her name, and said there was nothing she could do.Customer support later responded saying I turned down the Jeeps by choice and was upgraded at no cost, which is false. I rejected both Jeeps because they were unsafe, not due to preference. I then spoke with someone named Takial at **************, no resolution. I was offered a 15% future discount, which is not acceptable.This entire experience was unprofessional and dangerous. The inspection at this location appears to be limited to body damage only, with no meaningful safety checks performed. I had already signed the contract and loaded my luggage when I found the tire issuesclaiming they wouldve caught them as I drove away is not a valid excuse. If I hadnt taken the time to check the tires myself, I could have been on Colorado mountain roads with a blowout risk.Desired resolution: A refund of the upgrade charge and a written acknowledgment of the safety oversight. If not resolved, I will escalate to consumer safety groups, the BBB, and the media.

  Business Response

  Date: 04/03/2025

  Hi *******, 

  We want to assure you that our main priority is to provide the best service to our customers at ******************. After looking further into this matter, we can see that you have been in contact with Corporate in two separate occasions and unfortunately, after speaking to the location manager all charges are valid, and no refunds will be issued. Our agent at the front desk has offered a future 15% discount for your experience and want to assure you that we have notified the location about this matter on multiple occasions and will have them further inspect the vehicle before putting it back on the lot.

  Customer Answer

  Date: 04/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for following up regarding my complaint against Ace Rent A Car (Complaint ID: *********.
  I want to formally state that I am not satisfied with the companys response and consider it a complete dismissal of the very real safety concerns I experienced during my rental. They have failed to take responsibility for providing two consecutive vehicles with visibly unsafe tiresissues that were evident before I even left the rental lotand yet still chose to charge me for an upgrade that I was unable to safely use.
  Ace continues to frame the situation as though I declined upgraded vehicles out of personal preference, when in reality I refused vehicles that were not roadworthy. I ultimately drove a vehicle in the same class I originally reserved, making the upgrade charge completely unjustified.
  Further, since filing my complaint, *** come across multiple similar reviews online from other customers who reported being given cars with bald tires, misaligned steering, and other obvious maintenance failures. One reviewer at the same Colorado airport location wrote:
  I was given a car with dangerously bald tires, which not only compromised my safety but also reflects their lack of attention to basic vehicle maintenance the tire alignment was completely off the vehicle came without any windshield washer fluid. This level of negligence is unacceptable.
  This review echoes my own experience almost exactlyconfirming that this is not an isolated incident, but rather a pattern of negligence at this location.
  Ace has offered a 15% discount on a future rental, but this is not an acceptable resolution to being charged for services I did not receive, and more importantly, for being put in a dangerous situation as a paying customer.
  I respectfully request that this complaint remain open and listed as unresolved until Ace Rent A Car acknowledges the billing error and takes responsibility for the safety issues reported not only by me, but by other customers as well.
  
  Regards,
  
  ******* **********
  

  Business Response

  Date: 04/08/2025

  Hi *******, 

  Unfortunately, we cannot offer any compensation at this time. We have spoken to the location manager directly and we can see that you have spoken to mulitple agents regarding this matter. At this time, all charges are valid and can only offer a future 15% discount for any car rental through ACE. Thank you 

  Customer Answer

  Date: 04/08/2025

  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. 
  
  Has the company addressed the issue of the dispute?
  No, Ace has not addressed the core issue of the dispute. The issue is not simply dissatisfactionit is that I was charged an upgrade fee for vehicles that were never used because they were not safe to operate. The business continues to frame this as a customer choice, when in fact I had no choice but to reject the vehicles offered due to obvious and serious tire safety concerns.
  

  If not, why?
  *********** refuses to acknowledge their failure to inspect and maintain their vehicles before renting them to customers. The first Jeep Gladiator had one bald tire and another tire with a visible s**** and plug. The second Jeep had a nail embedded in one of the tires. These issues are not cosmeticthey are dangerous safety risks, especially in a state like ******** where customers are likely to drive through mountainous terrain at high speeds.
  I was ultimately given a ******* Palisade, which falls into the same class I originally reserved. The charge for an "upgrade" that I never safely received is unjustified. Aces refusal to refund the charge and their mischaracterization of my refusal as a matter of preference is misleading and unacceptable.
  

  Has the company met the agreement they outlined in their response?
  No. There was no meaningful resolution. The only offer made was a 15% discount on a future rental, which I declined. That does not resolve the billing issue, nor does it address the broader concern about the companys commitment to vehicle safety.
  This issue extends beyond my personal experience. Since filing this complaint, Ive seen multiple public reviews describing similar issues at this same ****** location. One reviewer described being given a vehicle with dangerously bald tires, misaligned steering, and no windshield washer fluid. This indicates a pattern of negligence in vehicle maintenance, particularly with tiresa critical safety element.
  Tire-related accidents are a serious issue nationally, and it is imperative that rental companies perform thorough vehicle safety inspections before handing over keys to customers. Based on my experience and the number of similar complaints from others, it appears Ace Rent A Car is not upholding this responsibility.
  For these reasons, I ask that this complaint be marked as unresolved and remain public in Ace Rent A Cars BBB Business Profile to ensure transparency for future customers. The issue is about safety and accountability, not just a refund.
  

  Sincerely,
  ******* **********
  

  
  

• Initial Complaint

  Date:03/29/2025

  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.

  Deceptive business practice and company policies that were never provided to consumer.1. Purchased care via Priceline with the high insurance option 2. Upon arrival to collect car was told to at that was not valid coverage and would be charged additional $226 for the adequate coverage or we would not be allowed to rent the car 3. Was bullied into purchasing this and called company who told us that they cant handle refunds of charges over the phone and we must handle this in person.Repeated multiple times that it is company policy but when requested to have policy emailed they declined to email it.

  Business Response

  Date: 03/31/2025

  Hi *********, 
  We highly encourage our customers to look over our terms and conditions before renting our vehicles because it does state that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. Customers may purchase insurance through a third-party company or use their credit card insurance but they can only provide Collision Coverage. We have attached your final invoice that breaks down all the charges made to your reservation and as you can see, you were only charged for Liability. At this time, all charges are valid,, and no refund will be issued. 

• Initial Complaint

  Date:03/27/2025

  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 a rental through a 3rd party vendor Expedia and was charged $71.20. When I arrived, I was asked if I have car insurance and I stated I did with ************. I was told that this insurance is not acceptable at this location despite me having full-coverage and valid insurance. I was then told the coverage options I had was $60 a day and the only alternative was to cancel the reservation if I did not agree. The agent refused to take my insurance information and I also explained I had another coverage on my mothers policy and that too, was not accepted at this location. I explained that I had insurance and it was full coverage, but I was bullied into obtaining the $60 a day coverage. This brought my total to almost 4x the amount of the cost of the rental. I called customer service on the same day I rented the vehicle and was told a claim would be submitted to the location as I provided customer service with a copy of my insurance ID card and that I would be contacted with 24 hours with regard to a solution. I called on Monday, Tuesday and Wednesday and was still told there was no update or resolution. On Wednesday, I was scheduled to return the vehicle and customer service told me that I needed to send my declaration page and the id card was not adequate and they were again going to reach out to the supervisor at that location and I would be contacted. On Thursday, I called customer service and was told my account was still not updated and they called the location and a supervisor would review my request. I called the location myself and was told by their agent that no one from customer service contacted them and they would send a request to a supervisor to reach out to me, but it would take 72 business hours as a supervisor is not available at the request of a customer. I explained that customer service already reached out, but he stated there was no communication from them. Now, I have to wait another 72 business hours for resolution.

  Business Response

  Date: 03/28/2025

  Hi Rhiana, 
  We want to assure you that our main priority at *** is to provide the best service to our customers. After looking further into this matter, I can see that one of our agents at Corporate has opened up a case regarding your complaint and will be in touch soon to further discuss the charges made to your reservation. 

  Customer Answer

  Date: 03/28/2025

  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: 03/28/2025

  I was told that a manager reviewed my issue and stated that their state minimum requirements for insurance in ********** changed effective January 1, 2025 and this is not documented anywhere in the contract guidelines, rental agreement or their web-site. My insurance is valid and covers full coverage and uninsured motorist in the event of an accident. When I booked the rental I requested a full-size car and the vehicle I was given was the only option they had despite having other full-size vehicles available on-site. I believe I was not treated fairly by the agent and bullied into the insurance coverage charges despite having valid insurance coverage. I believe the agent was more concerned with making money for the company rather than being truthful. I was asked my reason for the visit and I advised my father was ill and I was there to visit and this was a way to make sure I was overcharged up to 3-4x more than the quoted price. They also advised my $500 security deposit would be refunded to me with 48 business days. Today is 48 business days since I retuned the vehicle and I still have not received my $500 deposit back. 

  Customer Answer

  Date: 03/29/2025

  This is on their website about policy and rental requirements. It indicates any full coverage policy is accepted and is transferable to the rental. The charge for coverage is ***** per day and I was charged $60 per day. 

  Customer Answer

  Date: 03/29/2025

  This is on their website about policy and rental requirements. It indicates any full coverage policy is accepted and is transferable to the rental. The charge for coverage is ***** per day and I was charged $60 per day. 

  Business Response

  Date: 04/01/2025

  Hi ******, 

  I can see that the location manager and our agent at Corporate informed you that your insurance did not cover the minimum requirements. At this time all charges are valid and since you stated to Corporate that would be disputing the charges, we cannot offer any assistance. 

  Customer Answer

  Date: 04/01/2025

  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. 
  
  Per the policy online, all insurance is accepted as long as it transfers to rental car coverage. There is no indication about the states limitations on their web-site as the Agent refused to explain that upon checking in. I requested to be contacted by a supervisor and still, a week later, have not been contacted. I had no other choice but to dispute the charges with my bank because of the lack of policy, consideration from the business or any communication. I have insurance and it is valid, why did the Agent lie about my coverage not being accepted? I was scammed, lied to and bullied into purchasing the insurance coverage because the Agent failed to be clear about the insurance policy.
  
  Regards,
  
  ****** *******
  

  Business Response

  Date: 04/03/2025

  Hi ******, 

  At this time, all charges are valid and no refunds will be issued. 

  Business Response

  Date: 04/03/2025

  Dear BBB, 

  We formally request for you to close this case due to the communication back and forth from your platform and ours as well. We have communicated with the location managers and all charges are valid and the customer agreed to the charges when signing the legal rental agreement. Thank you.

  Customer Answer

  Date: 04/05/2025

  They refused to help me at all. I did not agree to anything and requested to be contacted multiple times to address this issue and still have yet to be contacted AT ALL. All communication has come from me initiating it. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from *** on the 17th of March from the ***** Airport in *******. My car rental appointment was at 9 pm and I didnt get the car until 9:46 pm. Upon, receiving the car I inspected and found some minor scratches which I marked and showed them. On the 19th of March I returned the car at 6:45 pm. I received a receipt via email the next day. I wasnt informed of any damages when I dropped off the vehicle. I recently received an email that there was damage to the front left bumper, which there was not. The damage would also only have been noticeable to me if I looked under the car. They have now tried to charge me with over $1200. They sent me an invoice claiming $200 of damages (not including the $1200). They showed no proof of the damages that were $200. For the proof of the damages that were $1200 there is no date or time stamp. The form that shouldve been filled out by me is empty and is filled out by an employee. They said I left before they could give me the form but no effort to contact me was made. Also, the estimate from the mechanic shows the date 3/10/25, before I even rented the car. I have yet to receive a response regarding these issues. The $200 credit card hold has also never been removed from my account and based upon the original receipt I was emailed on 19th of March, that should have been removed.

  Business Response

  Date: 03/27/2025

  Hi Ariana, 
  To further discuss the damage charges made to your reservation and dispute any wrongdoing, please contact our Damage Claims Partner, **************, by email at ****************************** or by phone at ************ for further assistance. 

• Initial Complaint

  Date:03/19/2025

  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.

  January 30 /2025 830pm ACE rental car ****** international airport (DFW)Reservation Confirmation number PLS16941977 Car return date February 02/2025 7pm On checking I was not aware Dallas NTTA toll pass system and e toll pass option was not activated I did use toll road but upon returning the car at *** station receiving ACE employee did not advise or inform that how to take care used toll payment Ace did not provide the pay by mail option ACE without pre authorization charged highest service fee per day for using toll pass total above $106 I When , I find out they did ver charged , I contacted *** customer service specialist, they , said I do not have too many options to make do toll pass payment directly to the toll pass company.When I requested ace to reduce the penalty they ignored and handle my concern unfairly. The charges very clear as over charge around 15 dollar service fee plus surcharge I hereby appealing BBB to involved against the unethical business practices and be straight forward return the over charge amount .

  Business Response

  Date: 03/20/2025

  Hi Yacoob, 
  After looking further into this matter, we can see that you called us on January 30th at 7:57 PM requesting to remove the toll pass. On the final invoice (attached) you can see that the pass was removed, and you were not charged. In the legal rental agreement you signed (attached), it states;" Customers who do not purchase the daily ************ for their rental vehicle but use cashless toll lanes without another payment method approved by the tolling authority, will be charged an administrative fee of $15 per day, plus the cost of each toll at the toll authoritys highest undiscounted rate ($90 max admin fee per rental agreement)." We can also see that you spoke to the location manager on February 4th explaining that customers cannot use their toll pass transponder because all of our rental vehicle's license plates are already connected to one. You informed the manager that your toll company paid the tolls you went through on your trip. The manager informed you that if you provided them with proof that your specific toll company charged you for the tolls, then they would make it right. There have been no documents sent to the location or corporate regarding the charges. The location did receive a call from an individual stating they were your friend and would like to use their toll pass to cover the rental. The agent informed your friend that they could not do that. At this time, all charges are valid, and no refunds will be issued.
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  Complaint Regarding Unauthorized Charges ACE Rental Car I am writing to formally file a complaint against ACE Rental Car regarding excessive charges beyond what was agreed upon in the rental agreement.We rented a car from ACE Rental Car at ************************** on March 1, 2025. All details of the agreement are attached, and the agreed-upon charge was $291. However, two days after returning the car, additional charges appeared, totaling $438an overcharge of $147 beyond the agreed amount.We went back to the company to dispute the charges, and they assured us that a refund would be processed as soon as possible. However, the refund never materialized. Instead, they issued a partial refund of 122 BRL, which, when converted, amounts to approximately $18nowhere near the amount that was overcharged.I request a thorough review of this situation and that the appropriate refund be issued in full.

  Business Response

  Date: 03/19/2025

  Hi Juilana, 

  The price you see online is for the vehicle itself, it does not include the refundable security deposit and additional add-ons like insurance (if needed), toll pass, pre-paid fuel, etc. After looking further into the charges made to your account, we can see that you were charged for Collision and ******************* as well as pre-paid fuel and a toll pass. In our terms and conditions, it states that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles and if customers do no bring supporting documents to use their own personal coverage, then they will be charged at the front desk. We have attached the signed legal rental agreement that was provided to you at the front desk as confirmation. At this time, all charges are valid, and no refunds will be issued. 

• Initial Complaint

  Date:03/17/2025

  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 got a rental car from Ace Rental 3/13 I wanted for a week from the first moment I got in ***** the guy on the screen doing my reservation forced me to pay for insurance after I told him I already had insurance the one that popped up when I was booking online it ***** tells you theyll try to force you to buy insurance but tell them no you have it already. I explained that to ***** and he basically forced me to get more insurance or I couldnt get the car. So Im like okay because Im already here Im tired and just ready to get it over with so at this point a reservation that was only supposed to be $189.97 + 91 ($280.97) turned to $428.05 (this aint including the $91 I already paid plus deposit of $300 for deposit (which I was aware of deposit) so upon driving away I felt the engine was strangely loud and the lights kept flickering but I said it wasnt a big deal then on the 15th it kept saying key fob battery low so I had to **** to work and had my fiance purchase a new battery for the key fob once they didnt work I called them immediately to let them know in which the call center told me I didnt have road side I said okay Ill cover it myself to have the car dropped off to you because I get off late so they gave me the account number and I got the car towed to them. Upon the *** company trying to drop off the car they contacted me back saying Ace wouldnt take the car back. I was confused on why to not have to reimburse me ?because at first the person yesterday said Ill be reimbursed from the moment the tow took the car now hes saying I wont be reimbursed until they get the car and a manager contacts me 2-3 business days. Why they didnt take the car 3/16 at 3:30 pm they where open they just was running the contract. I just received the final billed and its wrong saying I dropped the car off today when they refused it yesterday so thats solely on them.also they are trying to not give me my deposit back it says 0.00 at deposits and I paid $300

  Business Response

  Date: 03/19/2025

  Hi ****, 
  After looking further into your reservation and the documents you attached, it shows you purchased Collision Damage Waiver from Priceline. In our terms and conditions, it states that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. Our agent did apply for the insurance you pre-purchased, but you were charged for liability since you did not bring supporting documents that stated you have your own coverage for liability. In our system, it shows you returning the vehicle on March 17th at 11:25 AM; you were originally scheduled to drop it off on the 20th at 10:30 AM. If you can, please email us at ************************************* with the final invoice from your tow truck you had to pruchase, we'd be more than happy to look further into this matter for you. With the final invoice, it will show the date and time the tow truck arrived to collect the rental vehicle as confirmation that you returned it on the 16th. We have also attached the final invoice that breaks down all the charges made to the reservation. 

• Initial Complaint

  Date:03/17/2025

  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 are currently being scammed for about $1200 by Ace Rent-a-Car for pre-existing damage on a rental car from the Dallas Airport. There are many reviews by other customers online detailing a very similar situation with Ace.Original Rental (10/2/24)My husband did not notice an existing hairline crack on the windshield of the car because it is not visible from outside the car or from the driver's seat. The passenger noticed it shortly after they left the airport. They called Ace to report to issue and the agent told them the prior damage would be noted and the issue taken care of. This info was repeated in person when the car was *************** (Oct, Nov '24)A few months later I started to get calls from various third party claim entities, and I realized that my personal car insurance was being used for a claim on my husband's company car rental. I was told to send documentation by email, which I did: photos with the time+geotag of the crack taken just after leaving the airport. I was told to email these to a person named ***** who works at the Dallas Ace. (I did notice, however, that ***** does not in fact work for *** but for their parent company called ******.) ***** did not respond except to tell me that if I had a dispute I must contact a company called *** to handle the claim.Catch 22 (Feb 2025)Once I got a hold of *** they ALSO told me they have no authority to decide on a claim, only to bill me for about $1200 (they told me that exact amount would be decided once the glass was fixed). They told me only the ********** can decide on a claim. The *** agent also became threatening, telling me that if I continued to dispute the claim *** would take us to court where there would be many additional fees levied. They told me that they would engage the "full power of the **** to levy these damages against us.I still haven't gotten a hold of anyone who actually works for Ace, specifically at the ****** location where my husband rented the car.

  Customer Answer

  Date: 03/18/2025

  Thank you very much for following up. 

  Business Response

  Date: 03/18/2025

  Hi *****, 

  We could not find your reservation in our system. In order to dispute any charges from a damage claim at our ***************** location, you will need to contact our claims department, ***, by phone at ************. Once a claim has been open and a charge has been made, *** Corporate cannot make any modifications or dispute any charges from the reservation. If you have any questions or concerns, please email us at ************************************* for further assistance.