Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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.
I pre payed for a rental car for vacation. When picking up rental car extensive charges were added and rep ****** counter stated they were necessary and mandatory. 1. He said to add driver was free just needed drivers license. Then after receiving driver's license. Charged ** *****. He lied 2. Told ** there were many tolls and we needed to.add inclusive tolling at ***** to not get 60 dollar fine. There were no tolls. He lied 3. I gave him my full coverage insurance card. He charged me 161. 94 for insurance. He ignored insurance card. 4. He told ** it wasn't his fault we travel with 6 people and said it was mandatory to add ****** to what I prepaid. 5. Told ** it was much cheaper to add prepaid fuel because gas was almost ****. Gas was under ****. Charged ** **** a gallon. And we used under a half a tank. He lied. Again.6. The middle of the seat was not hooked to the van. When we turned. My 2 year old grandson was smashed up against front seat. The whole seat moved and crashed into front seats Resulting in him screaming. Mom crying. they were both scared to death. He was in his car seat. Thank god. So no safety checks were completed on this vehicle and my grandson could have been severely injured.7. I have not received my deposit return either. This 6 day rental cost me 969. 40. In costs. When it was originally around ******. The *********** should have honest workers. Not rude scammers to triple the cost of the rental. The rental should be a safe vehicle. It was all around a terrible experience. When calling the local.office where we received the rental at ***** Airport they were no help and said we used the vehicle so they could not do anything other than file a report about the seat. I feel I should be compensated for.the lies and the danger that my family was put in. Reservation number TPA-*****. Car number MVMR560411 Dates **** 11 am to 5.3.23. 530 PM. Rental from ***** airport Thank you for your assistance .As I tried going through them first and got nowhere.
Business Response
Date: 05/11/2023
Hi ****,

Thank you for reaching out to us through the BBB. I am looking into your case further currently. When I receive more information I will reach out accordingly with an additional update.

Kind regards,

ACE Customer Care
Customer Answer
Date: 05/11/2023
Better Business Bureau:

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

[LOOKING INTO AN ISSUE IS NOT ADDRESSING IT NOR FIXING IT. I WAS LIED TO, COERCED INTO BELIEIVNG THE WORKER KNEW WHAT HE WAS TALKING ABOUT AS WELL AS HIM BEING DISRESPECTFUL SAYING ITS NOT HIS FAULT I TRAVEL WITH SO MUCH LUGGAGE AND PEOPLE. YOU HAVE A BUISNESS WHERE THE WORKERS CANNOT BE TRUSTED AND LIE TO DRUM UP CHARGES, AND PLACED ME AND MY FAMILY IN A DANGEROUS SITUATION WITH THE MIDDLE SEAT NOT BEING ATTATCHED. THIS IS A SFAETY ISSUE AND IT IS YOUR JOB TO LOAN VEHICLES THAT ARE SAFE AND UP TO STANDARDS. THIS IS ALSO A LAW SUIT AS I HAVE 5 WITNESSES TO ALL OF THIS AND PICTURES. ]

Regards,

*******************
Business Response
Date: 05/17/2023
**************,

Thank you for your response. You have now threatened to bring a lawyer in this situation. For this reason we will not be able to continue conversation on the matter. We stand by the resolution provided to you on May 2nd and this will not be changing.

Kind regards,

ACE Customer Care
Customer Answer
Date: 05/22/2023
Better Business Bureau:

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

The company has lied to me and made me think i had to purchase extra things I did not need and the vehicle was dangerous. No matter what they say, if they have it on tape as they say, they can clearly hear me and my son in law dissatisfaction with the extra charges, BUT we had just landed and had a cranky 2 year old with **. We put our trust in a company that is not reliable. i DO NOT MIND PAYING FOR WHAT i GOT, i MIND BEING PERSUADED TO BUY THINGS I DID NOT NEED, THINGS THE SALESMAN KNEW I DID NOT NEED, ** ORDER TO DRUM UP MONEY FOR THEIR BUISNESS. EVEN THE WORKERS STATED THEY DID NOT LIKE THE SALESMAN AND HE HAS DONE THIS BEFORE. THE VEHICLE WAS NOT PROPERLLY CHECKED AND REMAINED UNSAFE FOR THE FIRST 24 HOURS WE WERE IN IT. THIS FACTS WILL NEVER CHANGE. I SHOULD BE REIMBURSED FOR THE EXTRA CHARGES DRUMMED UP, AS STATED AND LISTED IN PREVIOUS DOCUMENTATION. AND I SHOULD BE COMPENSATED FOR AN UNSAFE VEHICLE. I DO NOT MIND PAYNG WHAT I ORIGINALLY AGREED TO BEFORE THE DRUMMED UP CHARGES.
IF YOU CANNOT TRUST WHO YOU LEASE FROM, ITS SAD.
Regards,

*******************
Initial Complaint
Date:05/03/2023
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 at ******* ******* airport from ace rent a car. I arrived late in night around 1am. They gave me a car and told me to look at car for any demage. It is late in night and i looked at car for demage and notice few scratches. Its dark in night so i did examine car as i can. I kept car 5 days and drive around 100 miles. ******* i was attending a conference so i used car for drive from hotel to convention center only. When i returned the car they told me car had a windshield demage. I never noticed any of this demage and car is not involve in any collision or accident. I was very surprised and i do not see anything happen to car. Now they send me a bill of 2000$ to replace windshield. I felt that the day i got the car, it had already the demage and on my return they tried to scam me for payment. The way they behaved on day 1, i wss suspecious of them. I am very angry with this and i felt that ace rent a car sacming me. I do not have any collision or accident. I do not kmow how they ask me to pay for this..please help me with this issue.
Customer Answer
Date: 05/04/2023
I am scam by ace rent a car and i would like that they take away claim. The claim they files based on false
Business Response
Date: 05/05/2023
Hello,

Thank you for reaching out. The ******* claims department is ******** Auto Claims. For further assistance with this please reach out to ********** or ******************************.

Kind regards,

ACE Customer Care
Initial Complaint
Date:05/03/2023
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.
Reserved car to be picked up in ******* on Thursday 4/27/23 and returned Monday 5/1/23.The total charges were confirmed at $200.03.My flight on Thursday was very delayed and I called from the airport to share that the flight was delayed but that I was still coming. I spoke with a woman named ****** and she assured me that there was no issue. I finally picked up the car at approximately 3am on Friday 4/28/23 immediately upon arriving at airport.However, I was instead charged $271.13. I contacted customer service and was told I was being charged more since I picked it up at a different time. This makes no sense as I used the car for LESS time. The customer service person was rude and refused to help. Only said "there is nothing we can do". I only want the $70.10 refunded that was charged inappropriately.
Business Response
Date: 05/05/2023
******,
I show that since you were delayed and past the four hour window period of holding the booking they had to rebook your reservation. After the four hour window without use the originally booked reservation is cancelled. Do you know about what time you had spoken with ****** to make this change? I'd be happy to look into this further on our end for you.
Kind regards,

ACE Customer Care
Initial Complaint
Date:05/02/2023
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.
4/29/23 $****** (rental car fee and ****** deposit)Provide a rental car for 2 days with cheapest rate, give military discount, and add Sunpass. Agent was very rude and disrespectful and did not disclose the fact the he added 3 items on to price of rental car without asking. I provided insurance card to prove I had insurance and told the agent I did not want extra insurance. He nodded accordingly as to understand my request. I had told this agent that this was my 3rd attempt of getting a rental car and that I had spent nearly $200.00 already. He knew from the beginning I needed the cheapest he had. I asked for an economy car and he gabe me a gas guzzling Dodge Charger. He was able to add the 3 items by scrolling on a pad and saying initial here. When I asked to see what I was signing he said you will get a final copy. This agent got my ititials without my consent for said items. Once I got the car I noticed the key fob battery was low. The key fob had to be help to ignition to start(I had to ****** this information due to car not starting) and also had to manually unlock/lock doors of a 2022 Dodge Charger. The way I was treated by this agent is unacceptable . I tried to have this rectified upon return of car and was told it was too late to get a refund *** that I should have booked online to avoid those added fees. I asked to speak to a manager on May 1st and was told that the manager was not there. I called again on May 2nd and explained that I needed to apeak with a manager only to be told one was not available. I proceeded to tell the guy my issue and he was like I remember you. You were here from yesterday and the answer is no refund. They also put a ****** charge on my credit card as a deposit. I am 52 years of age and have proof of my insurance. This business needs to pay me back for full refund of ****** and I am disputing with my bank to make sure this happens. This business needs to be held accountable for scamming techniques. Thanks.
Business Response
Date: 05/05/2023
Hi *****,
Thank you for reaching out to us through the BBB. I show that you did sign and accept all the charges that you are disputing in your complaint. Unfortunately since everything has been accepted for on your end we will not be able to provide any refund for these charges.

Kind regards,

ACE Customer Care
Customer Answer
Date: 05/06/2023
Better Business Bureau:

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

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

Regards,

***********************
Initial Complaint
Date:05/02/2023
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.
On 4/23/2023 i rented a car from Ace rental Car in *********************** at the Airport on 23rd of April contract agreement was $50.00 per day 3 day was $1 .00 and the 4th and 5th day is a bogus charge. On 23rd ***** was the car rate I agreed to for 2 days. The 1:00 rent for the ******************************************************************************************* with all the malfunctions of an inoperative vehicle. 0n the 26th ***** dollars was refunded to my account on the same day the 26th of April ****** was charged to my account on the 27th of April ****** was charged to my account. They charge me. They are price *** on state taxes. state tax ****% @ **** per day they have charged me *****. CFC Fee **** per day they charged *****, ** concession charge **** per day they charged me *****, license recovery **** they charged me ****, energy recovery **** and they charged me **** **************** **** they charged me *****. The gas tank only holds **** gallons, and the car did not have any gas it at all it was taken out of service to give to me it was unclean and it had ashes and cigarettes and weed in it I am a drug and alcohol counselor I was insulted that they tried to charge me for that 350 cleaning fee and 31**** in gas for a car that had no gas at. The car was rented for 3 days, and the car was dropped at midnight on the 26th due to my work hours I get off at 11:00PM. The sum I am requesting is that it was bad service all around I was under insurance to get a refund there for I was following that guideline to assure that I saved money. I want to be refunded all moneys due to poor services. That accrues to my lost. ********
Business Response
Date: 05/05/2023
Hi *********,

Thank you for reaching out. All of the taxes and fees are something that is mandatory amongst all rentals and is also provided to you. The location was even kind enough to extend you a rate of 1 dollar when you extended your car rental past your booked rental dates. The location has notated that the car was trashed and returned with no fuel. We will not be entertaining any kind of refund for you booking.
Kind regards,

ACE Customer Care
Initial Complaint
Date:05/02/2023
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.
Rented a vehicle from Ace in Maui from 3/8/23 - 3/11/23. Added key fob and towing insurance for$177.62 extra at time of rental. Here is a copy of what I typed into the review:$If there was a negative category, we'd give it - started with FINALLY getting into our rental 4 hours after landing in Maui. Lost a precious afternoon of our trip. Not on property on airport. Find out no shuttle back to airport after 4pm so if you have a later flight out you have to get an uber or taxi back to airport. At check in, you are initialing a blank screen electronically - I said...what am I signing - she said "our agreement, will print at end". Turns out they have all kinds of disclaimers and hidden fees. We bought key fob and towing insurance, yet one of our blind initials voided it if we went to the National park in ***** **** visitors a day drive the south ************. One of the main attractions (famous) on the island. The north road is the potentially damaging/off road trip. We had no damage to the vehicle but ironically lost key fob. A taxi to bring a key to ** would have been $150. THEY DIDN'T HAVE AN EXTRA KEY nor would they go to a dealer to get one. So they sent a tow truck with a second vehicle and charged ** $1200+ for the towing. Even after having bought the insurance for the key and towing!! How could they even offer ** key insurance if they did't have a backup one?!? Shady organization. We even offered to split the towing but they say we signed something that agrees to extra charges. NOT CUSTOMER FOCUSED AT ALL TO SAY THE LEAST. AVOID THEM!! HORRIBLE POLICIES
Business Response
Date: 05/05/2023
*****,

Unfortunately, we are not able to do anything with your case. We are now almost 2 months out from your rental period.

Kind regards,

ACE Customer Care
Initial Complaint
Date:04/29/2023
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 from Ace in ******. I was there with my mother and the employee told me I was eligible for a free upgrade from a dodge charger to a jeep wrangler. I denied the insurance coverage as my credit card covers this. I returned the car on time. however, I was charged for the upgrade, charged for insurance, and charged for my rental being late to return. I contacted *** to rectify this situation and they basically told me to kick rocks because the agreement stated differently than what the employee told me at the time of check out. I simply want to be refunded the difference in price. I was originally quoted $89.78 by priceline and my final bill for *** was $280.67. this is inexcusable and there is no excuse for this level of fraud. my price should be $89.78 + $35.97 for the fast pass. that is a total of $125.75, not $280.67. Please refund the difference of $154.92. Thanks.
Business Response
Date: 05/05/2023
Hi *******,
The charges you are questioning are charges that were signed and accepted for in the rental contract. We will not be able to provide a refund since you signed and accepted the charges within the contract.
Kind regards,

ACE Customer Care
Customer Answer
Date: 05/05/2023
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.

Priceline Agreement was for $89.78 + $35.97 Toll Pass. ACE employee gave misinformation at the time of checkout which was a fraudulent act and this issue must be rectified. ******* confirmed that ******************* was NOT needed due to my credit card covering it and said I would be reimbursed my $200 credit hold + the upgrade charge since I was eligible for a free upgrade. ACE did not honor the price that I booked the car for and should be held responsible.

Regards,

***************************
Business Response
Date: 05/11/2023
*******,

As stated previously you signed and accepted for the coverage when you picked up the car. Credit card insurance only covers CDW and does not cover liability coverage. The charges were signed and accepted by you when you picked the car up. There is no refund for this since you signed and accepted the charges during pick up.

Kind regards,

ACE Customer Care
Customer Answer
Date: 05/11/2023
Better Business Bureau:

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

ACE did a classic bait and switch. The customer service rep ******* verbally confirmed I was not to be charged for insurance of any kind. She also stated that my upgrade charge as well as the $200 deposit would be refunded back to my card once the car was returned. I did not receive the full $200 deposit back nor did I receive the refund for the upgrade as ******* stated. ************ should be ashamed of themselves for their unethical practices and taking advantage of their customers in such a manner. ****, the customer service "expert" as well as ******* are not taking responsibility for the fault of ACE and I am being punished for their error. I rented from them because of the priceline deal I reserved the car on and because it was an emergency for me to be in ******** in the first place as I needed a car to get to my family members in the hospital. I am stretched thin for money due to this economy and it is companies like ACE that take advantage of people like me. Is ACE aware that ******* handed me a receipt that stated I rented a Dodge Charger and I was unable to leave the lot with my receipt and then ******* handed my mother, not me, a new receipt for me to leave the lot? A receipt with changes that I did NOT have to sign for the second time around and for a rental that my mother was not authorized on? Several mistakes were made at this establishment and accountability is clearly not ACE's strong suit. They are deceitful, rude, and unethical and I will NEVER use this company again.

Regards,

***************************
Initial Complaint
Date:04/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Car tire developed an issue in the early part of the rental, the tire pressure was already low upon rental (10 psi below norm) and a bubble developed without impact. The company refused to admit that it was a faulty tire and instead charged me ****** on my card after 3 days of exchanging the car for changing 1 tire. It sounds like a fraud and please advise all new customers to double verify the tire condition before driving out of the lot. It was raining the day of the rental so I couldnt check the physical condition of the tire and it sounds like a scam.
Business Response
Date: 05/05/2023
Hi Satish,
Thank you for reaching out. Could I please have your ACE confirmation number starting with three letters followed by seven to eight numbers. I'd be happy to investigate this further for you.
Kind regards,

ACE Customer Care
Customer Answer
Date: 05/07/2023
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 yet. For your reference, details of the offer I reviewed appear below.
Reservation number needed is: POV14093890
There is no offer here as they want to still need to look into the event. I was promised an "escalated" look into the incident when I complained to them directly 10 days ago and they are still not aware of it. I am attaching needed info. Points to be looked into include:
1) Low mileage of car (2023) and 9K but has a failed tire!!!
2) Why was there no warranty on the *** tire?
3) charged before any adjuster could take a look at the tire by a local garage by ACE and tire is even disposed off!...no evidence to even look at :)
4) defect occurred even when no incident occurred
5) who is liable if my family was injured seriously by lack of maintenance here... that seems evident from my experience.
Regards,

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

Business Response
Date: 05/11/2023
Satish,
Thank you for your response. I will make sure a case is created on your behalf to further investigate your claim. When I receive further information from the rental location I will make sure you are reached out to for further update.
Kind regards,

ACE Customer Care
Customer Answer
Date: 05/16/2023
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 got a call from the *** location last Thursday. But, I am still awaiting an official response from *** that confirms the call's content. I am posting this message as to keep this thread alive (as its day 5).

Regards,

*************************************
Business Response
Date: 05/24/2023
Good Morning Satish,

I thank you for your patience and apologize for the delay. The location has processed a full refund for the tire charge and this will reflect back to your original payment method in **** business days. I will forward over an updated invoice to you showing the 0 balance on your account to your gmail email on file. If we may further assist you please do not hesitate to let ** know.

Kind regards,

ACE Customer Care
Customer Answer
Date: 05/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*************************************
Initial Complaint
Date:04/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Returned rental before scheduled time at ******************* Airport but got a call the following day that car had not been returned.I dealt with literally every employee they had working there at the time. I returned the key to the person working the floor and mentioned that I'd noticed a chip in the windshield that I'd missed when I filled out the initial inspection report. This led to me needing to fill out an incident report. The guy I'd initially dealt with didn't know how this form was to be completed, so a woman that was working in the booth had me fill out the form while he watched. A second, older guy, was also there and told me that in comprehensive insurance I'd paid a lot extra for might not cover the chipped windshield. The final employee that witnessed my return was the inspector who needed to come back to the booth for the keys so he could check the interior.
Business Response
Date: 04/28/2023
*****,

Thank you for reaching out to us through the BBB. Since a damage claim has been opened for the vehicle you will need to reach out to the rental locations claims department. Their claims department is Rockport Auto Claims. Their phone number is ********** and email is ******************************
Thank you,
ACE Customer Care
Initial Complaint
Date:04/23/2023
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.
4/7/23 -4/16/23 ACE Rent a Car *** 600 *********** Suite 303 Rental agreement *** - ****** Car # IFMT592272 $750+ Cockroaches and overcharged fees.We never got any return calls from messages left during the week or spoke to a Manager regarding our issues. Not even a response to our email sent on 4/16/23. ACE provided a Cockroach infested vehicle that had baby to full adult bugs in car which means that car has had that condition for at least 6 weeks + and has eggs. Not one employee was concerned or apologetic or offered a feasible solution or the attention of a manager. Price listed on quote are not what's charged. Misled by the agent checking you in on what is needed. They make false statements that someone will call us or email us. We stated our issues they said ****** would contact us. ****** is the automated bill generator email not a person or manager as they led us to believe. They do not show their fees or added fees prior to renting just on the actual moment you pick up. They quote and you reserve on a day rate which then doubles or more on pick up. They know what fees they will be charging and what the cost is. They should show it at the time of quoting not when stuck at the counter trying to get onto vacation. We could not use that car as was intended when rented because at night the cockroaches were all over the interior of the car. We traveled with plastic bags on us, and our items. We only drove in the day. It limited our time and what we could spend in *****, **************. They never called ** back during our rental week when we realized the cockroach issue. They disappear during the rental. We should get our money back for the infestation of roaches, for the inability to use the vehicle, for the fees that were not disclosed prior to and overcharged, misled. We have photos and will send when we get a response.
Business Response
Date: 04/28/2023

Good day,

Thank you for reaching out to us through the BBB. We do take complaints of this nature very seriously and would love to look into this further for you. At your earliest convenience can you please provide any pictures of the cockroaches. Please email us at [email protected] you reach out please also provide your ACE confirmation number starting with three letters. I show that you did reach out to the rental location about this as well and they offered to fix this but you declined because you were in key west. I show also that you were okay enough with the vehicle to extend for an additional two days past your originally booked drop off time of the 14th.***** is the rental location manager for ***. When we receive the pictures to our email we will make sure that this is escalated on our end to investigate your case further. Can you be more specific with the fees you're questioning. The only items I show you were charged for were insurance and the toll package that you purchased when you picked the car up.
Kind regards,

ACE Customer Care

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