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

• 

  Ace Rent A Car Presque Isle

  113 Parsons St Presque Isle, ME 04769

• 

  Aligo Rent a Car

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

• 

  Aligo Rent a Car

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

• 

  ACE Rent A Car - Toronto, Mississauga

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2023

  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 rented a car with ace they quoted me a total walk in rate with my aarp discount of ****** for 7 days several days later I looked at the agrren and in indicated ******for liability ins which is part of the total at no point was I asked if I wanted the insurance when I signed the agreement it was my I dersting I was declining the insurance this is a total fraud o Ace I am certain this has happened to others The total price was quoted at no time was I told it included the liability I was told that the rate was so higher because I was a walk in this needs to be investigated

  Business Response

  Date: 06/09/2023

  Hello, 

  
  Thank you for reaching out. I show you signed and accepted for the coverage in the rental agreement. Now that the rental was closed and the policy was used to cover the rental period we are not able to provide any refund for insurance. 
  
  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:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a reservation with *** and when we arrived at *** we were told reservations were canceled due to lack of inventory if they were not made far enough ahead. We overheard one of the sales rep tell her coworker when he arrived from break if you can find a reason to cancel do it. We get up to the counter and while our reservation was still there we were denied our rental due to a damaged license mind you there was less then a quarter inch crack on it. I read over all lease agreements and it only states it needs to be a valid license which it is by legal definition, not to mention we just made it through TSA with no problems and were able to rent a car at another location with that license. *** would not let ** use another driver despite the reservation being made under that driver as well as the card on file. *** is refusing to refund our money despite services not being provider at no fault of the consumer.

  Business Response

  Date: 06/02/2023

  Hi *******,

  
  Thank you for reaching out. At your earliest convenience can I get your ACE confirmation number starting with three letters followed by seven to eight numbers. I'd be happy to assist you. 

   

  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 06/05/2023

  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. 
  
  They have not yet resolved this complaint and are asking for additional details. They requested the reservation ID# which is *********** please pass this information along and I am not sure I can respond to them directly. Thank you! 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 06/09/2023

  *******, 
  
  Thank you for the information. I'm working with the DFW team now on your case. The moment I have an update I will update your case accordingly.

   

  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. 
  
  per their response they are still looking into my claim and will respond again with an update.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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 had to travel to ********** for a sick grandparent recently diagnosed with a terminal illness. I booked the car via Priceline and prepaid. I arrived at ace to find a line outside the entry door. There appeared to be little staff and after 2 hours I was waited on by a virtual reservation agent.i pay for full coverage in my state and let them know I purchased collision insurance through a third party. I was never asked to present my insurance card. I could not see the agreement in Its entirety but excerpts and I was asked to initial. Because I had to get back to the hospital I obliged.I was told that what was due on 5/16( the day of pick up) was a $200 deposit and it states this on ACEs website. I was told this would be returned upon returning the car without damage, same gas level, etc. after waiting 2 hours, I then had to wait 20 mins for the car to be ready. The rental agreement was folded and handed to me with a key. Because I had to get back to the hospital I did not take a closer look because the business practices should be equivalent to the statements. I was never charged a deposit but charged $203.34 for RLW on the day of drop off. But I received a text that said my deposit would be returned. *** seems to be using this practice to make up for the money lost on discounted deals booked through third parties. I am asking that this be refunded. These are poor and predatory business practices. Please refund

  Business Response

  Date: 06/02/2023

  ******,

  
  Thank you for reaching out to our team through the BBB. We appreciate you sharing your recent rental experience with us. As previously discussed in the case you had open with **. You signed and accepted the insurance policy for the rental. We are not able to process a refund for the policy now that the rental has closed and the policy was used. We've attached the signed rental contract for your records. 

  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 06/05/2023

  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. 
  
  [As identified by the **** the rental company has pulled a bait and switch and signed me up for unnecessary products during check out. They are inconsistent with what you are checking out for and have not followed their policy for prepaid customers after I prepaid through a third party. I will also file a complaint with the federal trade commission]

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

  
  

• Initial Complaint

  Date:05/31/2023

  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 Saturday, May 13, 2023. I paid the total of $105.04 for a Car Rental with the company Ace, it was a Kia *** or similar car, to be Pick-up at the ***** airport Sat, May 13, 9:45 AM and drop on the same location on Mon, May 15, 8:00 PM. I went to the airport to ***'s counter to do all the rest of the paperwork and pick up the car, I get asked for my driver's license, show them a bill that will prove that my address matches with the driver's license and my car insurance. I provided all this data. The employee that was helping me, told me that they could not give me a car, as the insurance that I have was not fulfilling all the things that they needed. I asked them to please sell me the daily insurance, but he said that he could not do that, and that I needed to cancel my reservation on ****** app, and they will return the money right away, and to please go to a bigger company as Enterprise or Alamo, as they would be able to rent me the car without any problem. I proceed to cancel the reservation with ******, and we went back and forward with questions from them, and me explaining them what occurred, I even send them my car insurance, but this was their final answer:Hi ****,Thanks for reaching out??I hope this email finds you well.Based on the rental conditions provided by the car rental company, your booking is non-refundable. Given the circumstances, I tried with *** to see if theyd consider making a one-time exception. But according to the rules, it's non-refundable. Please note that any refunds are at the discretion of the supplier and are not guaranteed.Feel free to reach out if you have any further questions and we will be happy to help.Regards,DevashishV.****** Support Confirmation order ******: HPV14285111 ****** claim locator: Locator: 3PQHOD

  Business Response

  Date: 06/02/2023

  Hello, 
  
  Thank you for reaching out. I have reviewed your case and see that you prepaid through ******. Any form of refund would have to be provided from their end. Since full coverage insurance was not purchased at the time of pick up the rental was denied from the notes we have. As far as the documentation we have shows you booked a prepaid non refundable booking. The final say of the refund would have to come from ******. 
  
  Kind regards,
  
  ACE Customer Care
  

  Customer Answer

  Date: 06/05/2023

  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. 
  
  Thank you. I will be reporting your office to the ******* ************************** The reservation was made within less than an hour of arriving and I was told by the person at the counter when I arrived to pick up the car that I was refused for being a ******* resident, not for failure to purchase insurance. You have taken my money and refused to deliver the promised service, which is fraud. 

  You can place the blame on ****** for this situation, but it actually was your employee who failed to give me the full information and refused ********** the car. 

  I look forward to seeing your response through the ************************ of consumer affairs.
  
  Regards,
  
  **** **************************************
  

• Initial Complaint

  Date:05/19/2023

  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 March 3, 2023 I rented a car from Ace rent-a-car through my employee benefits hub ************. The car was rented and paid in full at $****** including damage coverage for 33 dollars. The duration was from 4/14-4/16. I have rented cars several times through my employee hub and never had any issues or incurred any additional charges. When I picked up the vehicle I was charged an additional 60 dollars because the car I reserved was not ready, I was also forced to pay an additional 50 for liability insurance because they did not accept the damage insurance I had already purchased. None of these charges are justifiable as they are all out of my control and was not explained prior to my booking. I was also charged an additional 25 per day for going out of state which was again not explained on ************* website or in any receipt information I received after booking. This trip was planned well in advanced and I would not have booked with ACE if there was any indications additional charges would incur for leaving the state. I was also charged a surplus of other charges that are not clearly defined or justified totaling ****** in addition to the ****** I have already paid. I am demanding all of the ****** returned to me. I budgeted and plan for this trip and paid for my rental in full there is no justification for the additional charges.

  Business Response

  Date: 05/26/2023

  ******,
  
  Can you please provide your ACE confirmation number starting with three letters followed by seven to eight numbers? I'd be happy to look into this further when i receive the additional information. 
  
  Thank you,
  
  ACE *************

  Customer Answer

  Date: 05/30/2023

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

  ACE is choosing to ask for additional information (confirmation: CDV13963414) that was already provided and attached in my original complaint. The option provided only allows me to accept or reject the response rather than just responding with the information so I have rejected for that reason.
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 06/05/2023

  Hi,
  
  Thank you for your patience. After reviewing you invoice you were never charged for a collision damage waiver and that was honored for your rental. ******************* is a separate policy and is mandatory to have for renters alongside collision insurance. I show that the upgrade was signed and accepted for in your rental contract when you picked the vehicle up.  I show your reservation being booked and prepaid through Cartrawler which lists the restrictions prior to booking in our mutual terms and conditions. The restrictions are also under our locations tab  on our website. Unfortunately, we would not be able to provide a refund for the charges.

  
  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 06/05/2023

  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:05/18/2023

  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. ********************* tank size is **** Gallons, thus ********* = ******* That is, if I returned my car with a fully empty tank which is impossible. However, I got charged ******, so something is already fishy.2. Companies should disclose fuel charge prices not at the counter, but as the customer books the car, I would have picked another company with a similar daily car rate but a lower fuel price. **** for fuel is outrageous, and customers will find this out only at the checkout desk at the airport rental with no option of backing out from the deal.

  Business Response

  Date: 05/26/2023

  Good morning, 

  Thank you for reaching out to us through the BBB. The fuel per gallon is disclosed in your signed rental contract. I've attached a snippet to this response for your reference showing the per gallon charge pricing. Unfortunately since this was signed and accepted for we are not able to do any kind of adjustment. 

   

  Kind regards,

  
  ACE Customer Care

   

   

• Initial Complaint

  Date:05/12/2023

  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 2 May 2023, my family and I arrived to **********, ** airport to pick up a rental car we had booked through a 3rd party (priceline.com). The rental car place is advertised as being in the airport, however it is not and this is not conveyed when booking through a 3rd party. After taking the shuttle we arrived to the rental car location, an old run down building where the rafters are showing and employees are not dressed to represent the company, instead in leggings, regular shirt, and house slippers. We were the 3rd customer in line and it took over an hour to get our rental car. The rental car provided was a compact car (kia ****** I asked the employee if this is what they consider a full size car and she said no. I told her I paid for a full size car and in a nasty tone she said "I don't have any". We knew it would take longer to try and resolve on the spot so we took the car knowing we were going to call the headquarters. When we went to return the car on 10 May 2023 at **** when they were supposed to be open, the business was not open. Instead we found an employee trying to put in a code in the back door but could not get in the building. After waiting 15 minutes we asked if we could turn the rental car into her and get the shuttle to the airport to catch out **** flight. We were told we could not get a shuttle because the keys to the shuttle were locked in the building and there were no other workers. We were instructed to drive around the corner and drop off the car at a park and ride and the park and and ride would give ** a shuttle to the airport. The park and ride told ** there was a $10.00 fee, a fee we were not told by the rental car place. Overall the business should not be in operation with the appearance (not sure how it passes code), rude attitude of employee and dress code, and overall experiences with complaints online from several other customers. I have not received my final bill, even after contacting the headquarters or been given a refund.

  Business Response

  Date: 05/19/2023

  Hi ********, 

  Thank you for reaching out. We have received your complaint and have opened a ticket on your behalf to investigate this further. You should have received an email from us asking for additional information. Please respond at your earliest convenience. 

  
  Kind regards,

  
  ACE Customer Care

• Initial Complaint

  Date:05/09/2023

  Type:Sales and Advertising 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.

  Please see enclosed PDF report about the ordeal i had with Ace Rent A Car in ****** ********.

  Business Response

  Date: 05/11/2023

  Hello,

  
  Thank you for reaching out to us through the BBB. I will make sure that your case is escalated to the management team of the rental location. Since the reservation was back in February we are not able to do anything further with this.  The upgrade charge is a valid charge. This was put in your contract and signed and accepted for on your end. There  will be no refund for this rental.

   

  Kind regards,

  
  ACE Customer Care

  Customer Answer

  Date: 05/17/2023

  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. 
  
  Ace Rent A Car employees knowingly upcharges me as well as others for a car rental that was above my original SUV rental reservation. Please respond to the letter that was provided showing more than 30 complaints about ACE changing rentals on people for SUV's when the original SUV was not available. See ****** Reviews from people that have more than 1 review. Furthermore, please respond to why Your employees where offering incentives for people that leave a 5 star reviews (ie free candy and a water bottle if you leave a 5 star ****** review- it is not authentic) . That is dishonest to say the least. 

  Why does this location have SO many 1 star reviews with basically the same review each time?

  Long Waits for a shuttle?

  Additional Fees in addition to their reservation?

  Changing Rental Reservations with different automobiles without consent of the renter?

  No local phone number listed to communicate with local office?

  For the record, most reputable rental agencies provide upgrades when the car they intended to rent is unavailable- I guess that is not the ***** way. Ace Rent A Car made my family of 4 (2 kids under 8 years of age) waiting 140 minutes before we finally got a rental. 

  Your request to not do anything from February is a farce. I have been in communications with you guys since February 19th about this Issue. 

  Shame on Ace. 

  I expect an answer to each question above promptly. 

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

  
  

• Initial Complaint

  Date:05/08/2023

  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 rented a car through Expedia. When I got from ******** to ***** the agent tried to upsell me gas, sun pass, bigger vehicle. I said no to all. He became visibly uspet. He talked to me like I didn't understand how much gas costs. He was condescending and rude. Because I didnt have the declaration page of my insurance policy he forced me to add the optional insurance. He said that it was a hyper link when I registered. This is fraud. They present 1 price and are not clear about what documents you need. When you are half way across the country the ask you for something that you have at home. They give you no choice to give them the proof on Monday when your office opens. I think this is predatory sales and purposely expoits travelers. I am looking for the ****** to be refunded to me as I have insurance.

  Business Response

  Date: 05/11/2023

  *******, 

  
  Thank you for reaching out through the BBB. At your earliest convenience can you please provide your ACE confirmation number starting with three letters so I may investigate this further for you? 

  
  Thank you,

  
  ACE Customer Care

  Customer Answer

  Date: 05/15/2023

  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. 
  *Has the company addressed the issue of the dispute?

  I called the company and was transferred to several people.  I offered to send them electronically my declaration page on Monday 5/8 (the first business day after my reservation started).   They refused.  They also refused to let me speak to management or file a complaint with their company.   They ended up transferring me to Expedia (where I booked).  Expedia stated that since I paid Ace directly, my complaint was with Ace.   Ace would not accept my complaint.
  
  *If not, why?
  
  *Has the company met the agreement they outlined in their response?  They have not done anything. I would like a 160 dollar refund.
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 05/17/2023

  *******, 

  
  Thank you for the information. Can you advise if you showed proof of liability coverage at the counter when you picked the vehicle up? If you do have proof can you send this to ************************************* so I can have the location look into this further. 

  
  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 05/18/2023

  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 would like a refund for the amount paid for liability insurance.  I have provided my policy to you via email as requested. (Attached to this response).   Additionally, outside of this correspondence with the BBB, your company mentioned reviewing video/audio recordings.   I would like a copy of said recordings for my records.  Thank you. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 05/23/2023

  *******, 
  
  Thank you for your response. The location has advised that hey have no way of exporting the recording and their system is not set up with the ability to do so. Again the location has decided that the insurance was signed and accepted on your end at time of pick up within your rental contract. The location will not be refunding anything since the product was used and the rental has closed. 

   

  Kind regards,

   

  ACE Customer Care

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/25 at around 5pm we arrived to rent a a car from ACE. Everything was prepaid before. We went to get the car and the female worker asked ** about insurance. She claimed that our credit card would cover the collision insurance and their liability would cover the rest. We agreed not to purchase insurance for the trip. She charged ** $117 for which we thought was a deposit for the reservation. It turns out it was for liability insurance. We were told afterwards that its is required by law and we couldnt decline it. We have car insurance and insurance via the credit card. We did not need this service and was lied to about what was being offered.

  Business Response

  Date: 05/11/2023

  Hi ****, 

  
  Thank you for reaching out. The location noted that they used your credit card to cover the *** coverage for the rental. They were correct when saying that liability coverage is also mandatory. I see that you have signed and accepted the coverage in you rental agreement and the rental has now closed unfortunately we are not able to refund the policy for this. 

   

  Kind regards,
  
  ACE Customer Care