Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

This business is NOT BBB Accredited.

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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:04/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a ACE Rental through a military third party (American Forces Travel) and was told i would pay $288.56. Upon arrival to *** Airport to pick up the car the clerk added 500+ of charges that she informed that would be refunded if we brought the car back in the same condition. When the car was brought back in perfect condition i was still charged 800+ dollars and customer service basically said they could do nothing about it.
Business Response
Date: 04/11/2023
***,
Thank you for reaching out and we appreciate you reaching out to us through the BBB. Unfortunately, we are not able to talk about this reservation with you since you are not listed on the rental contract. We are only able to assist the primary driver further with this inquiry.
Kind regards,

ACE Customer Care
Initial Complaint
Date:03/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March-3-2-2023 I did a transaction by priceline for a rental car on Ace rent a car in Maui, **. We used my wife's credit card paying the full amount of the rental car for $331.On 3-20-23 We arrived to Maui, **, We called Ace to pick up us in the airport, and get the rental car, so we arrive to ************ In the beginning one assistant attending us virtually, and he asked us for a deposit and a credit card, but he didn't accept the same credit card the one that we used to make the reservation, so with a litte trouble, he accept my **** card, but they told us, that they will return our deposit when we return the car. But they didn't return my deposit, they charged me more $ money on my **** card.On 3-24-23, we arrive to the car station at 5:45 pm to return the car, they closes at 6pm, but the station was closed already. So we didn't have a transport to the airport, they didn't have a shuttle for us, because they was closed, I was with my whole family there and my luggage, asking assistance by phone, they just apologized and told us, we need to figure out the transportation with an uber, because they were close. Next day they send an email with invoice that they charge me again $260.41 on my **** card for the 5 days, for cleaning fees. The cleaning fee is not on the contract, the person who I was spoke to didn't say anything about it.I been rental cars before and have never been charged extra for cleaning fees. We were on vacation, not for washing cars. I called to the company on Maui, **, and they told me that is because we used the car and it was with beach sand, what do they expect, we visit Maui to know his beaches, not for car washes. I ask for my refund of the $260.41 for the extras they are charged for the 5 days. And $50 for the inconvenience of the no shuttle. I had already paid my rental car with fees, The total they charged me was$591. When I was only supposed to pay $331. I asked the total of $310 dlls. I attached the receipts and contract. Thank you.
Business Response
Date: 03/31/2023
Hello,

Thank you for reaching out to us through the BBB. I've gone ahead and opened a ticket on your behalf so we may further investigate your case. When I receive additional information on the case I will update you via email accordingly.

Thank you,

ACE Customer Care
Customer Answer
Date: 04/02/2023
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:03/27/2023
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 rented a car from Ace Rent A Car at *************************************************************** on March 3, 2023 for a period of 10 days. We already paid edreams for the rental of ****** USD and we only have to pay the upgrade which was **** USD per day. On the contract, it say ****** USD but we were charged ****** CAD on March 13, 2023. We have contacted ACE but all they tell us is a ticket has been opened but no contact from them. We want a refund of the money the overcharged us with.
Business Response
Date: 03/31/2023
Good Morning,

Could you please send over your ACE confirmation number starting with three letters followed by seven to eight numbers so I may look into this further for you? If you have your rental contract number that will also work as well.

Kind regards,

ACE Customer Care
Initial Complaint
Date:03/23/2023
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 Ace Rent A Car thru a third party company. When I needed to adjust my reservation due to a flight change, the third party company (rentalcars.com) kept transferring me to Ace Rent a Car, when I tried to adjust it over the phone they said they would need to connect me to the Ace Rent A Car where I was renting from, but the call never went through. I tried to do this change online, but I would receive an Error Message. I tried to adjust the reservation for 4 days prior to arrival (3/12/23). Unfortunately this location does not have a single telephone in their store location. An employee confirmed that to me when I arrived. They did not try to resolve the following issue Upon arrival I was 7 hours late to my reservation due to a flight change and delayed flights. I discovered that they canceled my 12pm reservation when I did not arrive on their time, and despite plenty of cars available, I had to pay $120 more for a premium vehicle or drive a 15 passenger van at the price I reserved (I was traveling alone). I went with the premium vehicle, but it did not have premium features, it was a standard compact suv. Upon returning the rental car, they gave me a shuttle ride in a van to the airport, where I discovered that they did not have operating seatbelts. They had taped over the buckle. They drove customers in rush hour airport traffic (8am) without operational seatbelts. I took pictures because I felt unsafe and given my experience when I arrived and having no way of contacting or adjusting the reservation, I feel as if this company is not customer-friendly, or cares about their safety.
Business Response
Date: 03/24/2023
Hello **************,
The photo sent does not provide us any information. It is a photo of maybe people standing in line or something. Can you provide a confirmation number for your reservation so we can look into this for you ? Confirmation numbers start with 3 letters followed by 8 numbers. Thank you
Customer Answer
Date: 03/24/2023
Better Business Bureau:

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

[Provide details of why you are not satisfied with this resolution.]
the picture is PROOF that this rental car companys shuttle does not have operational seatbelts and put customers safety at risk.
The picture was not an accidental image taken, it was taken purposely while riding in the shuttle.

Regards,

*****************************
Initial Complaint
Date:03/21/2023
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.
I rented a car from ACE Rental Cars through a 3rd party site called rentalcars.com where they advertised unlined miles. I disclosed at the time of booking and at the time of renting my destination was *******, ********. When I got to *******, ******** my credit card was charged an additional $1301 with out my knowledge by Ace Rental Car Compony for going to ********. I talked to a customer service rep that said it would be returned with my deposit but it was not. I also sent an email where the representatives response had nothing to do with my situation.
Business Response
Date: 03/22/2023
Hello,

We would be happy to investigate this situation for you. Are you able to provide us with your ACE confirmation #?

*******
Customer Answer
Date: 03/23/2023
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,

****** Border

in their response ACE Rental Car requested my confirmation number to look into my situation.
My Booking Reference Number: ********* from rentalcars.com my agreement number is DFW-17790.
I also sent a screenshot of my attempt to resolve the issue by contacting ACE on their webpage and the agents failure to address my concern at all. In addition to this I talked to a representative from ACE who seemed to agree with me and told me to look for a refund that never came besides my $300 deposit. In addition to this I informed the ACE rental car agent ************** was going to *******, ******** when I rented the car and he never mentioned a $1000 fine and he even suggested places to eat and things to do in *******. I was hurried through signing on the screen while the agent gave me short explanations about what was in the documents I was signing, leaving out key pieces of information such as I would be fined $1301 for going to the location I just told him I was going to. The Agents name was ****************
Business Response
Date: 03/31/2023
Good morning,

I've reviewed your case and show that you signed and accepted the terms of the rental contract in acceptance. Within the rental agreement and our website we do have the geographic restriction listed. Please reference below for your records. Unfortunately, we are not able to provide a refund of this.

Geographic Restrictions
Vehicles are restricted to travel only within the states of *****, *********, ******** and ********. Traveling outside of ********** listed above will result in fines up to $1000 USD.

Kind regards,

ACE Customer Care
Customer Answer
Date: 04/01/2023
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,

****** Border

there is no way to know there are geographical restrictions when booking through rebralcars.com you simply advertise unlimited miles. ** the consumer thinks they are good for their trip. Once they actually pick up the car they are hurried up to sign paperwork at the counter that is not explained to them or even showed the entire content of, just an employee skipping to the last page and saying sign here.This is an extremely deceptive business practice that preys on familys on vacation. If you read your reviews on ******* yelp or BBB numerous people have felt deceived by your business.
Initial Complaint
Date:03/20/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a car rental reservation for February 22nd to March 2nd. My reservation confirmed at a price of $245 which included (daily rate + airport fees). When I arrived at the airport booth the agent required me to purchase liability insurance (something not made aware to me prior; usually a renter is soley required to provide collision only) In addition to this my airport fees were now doubled the original reservation price. My total bill increased nearly 100% from $245 to $414. I felt entrapped because I was quite a distance from my final location and I knew renting from another company last minute was sure I to be just as much or potentially more. I have reached out to both the agents at ***** Airport as well as personel at ****************** Neither party will acknowledge the dishonesty of the situation claiming there is nothing they can do to help. I am a reasonable person and am willing to compromise with a partial refund of $100 to at least cover the inflated airport/extra surcharge fees. No one will hear my complaint and plea so therefore I am turning to the BBB. I hope you can help me retrieve some of my extorted money. Thank You. Attached is my initial reservation and the amount I was later charged at the pick up booth.
Business Response
Date: 03/22/2023
Hi *****,

Thank you for reaching out to us. Per our response on our internal incident:

I have reviewed your rental documents and wanted to make sure that we could connect again and discuss.

While I cannot issue a refund on these charges, I can offer an explanation to provide clarity on your bill. Your final bill was $188.88 higher than your original reservation. This $188.88 additional amount was for the purchase of liability coverage at the counter. The coverage itself was $19.99/day, which came to $159.92 for the entirety of your rental. This product is also taxable, so this purchase increased the Sales Tax by $11.19 and the Airport Tax by $17.77. These three charges gave us the $188.88 extra ($159.92 + $11.19 + $17.77).

I've attached a copy of your signed rental agreement and final invoice receipt for your records. If you have any additional questions, please let me know.

We are unable to change our stance on this matter.

*******
ACE ****************
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company fraudulently charged my credit card for insurance that I did not accept or authorize. After being unable to reach a customer service representative via phone, I filed a dispute on the charge with my bank. At which point this company actually produced a rental agreement with a forged signature from me that just looked like a bunch of squiggly lines. This seems criminal. I did not authorize this charge and that is not my signature. This company is engaged in outright fraud -- avoid.
Business Response
Date: 03/17/2023
******,

Since you've raised a dispute on the charges we're not able to further assist with this. The bank will have to see the claim through on their end.

Kind regards,

ACE Customer Care
Customer Answer
Date: 03/22/2023
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.
ACE Rent A Car's response is a non-response. They do not deny any of the allegations I made in my complaint. They should be issuing me a refund immediately because they added a charge I did not authorize for optional insurance that wasn't needed.
Regards,

***************************
Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 23rd 2023 I rented a car from ACE rent a car the originally quoted price was $189.28 On the 2nd of March I got an invoice for $411.28 I called the business the same day to explain the extra $222.00 They told me they charged me for the:loss damage waiver Renters Liability Waiver I explained to the individual on the phone that when I picked up the car I specifically declined these charges, it was all recorded for ACE rent a cars own records so there is proof of me verbally declining then signing to confirm that I declined it.The individual told me that since I did not show proof of my own full coverage auto insurance they charged me the above mentioned charges.Not once was I asked to provide proof of my insurance, I am insured with full coverage and could have easily shown my policy but as I mentioned I was NEVER asked to show this. It seems to me they purposely declined to ask so they could sneak these charges in to improve their profits.The man I talked to when I called on March 2nd was disrespectful and rude when I explained my situation to them and told me they would not be helping **** feel I was unjustly charged the additional $222.00 and would like it refunded. Ace rent a cars business practices were unethical at best and borderline criminal at worse.
Business Response
Date: 03/10/2023
Hi ****,
I've reviewed my records and I show that you signed for additional insurance coverage in your rental contract. Unfortunately we are not able to refund the coverage since you signed and accepted the policies.
Thank you,

ACE Customer Care
Initial Complaint
Date:03/03/2023
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 three cars during January and February 2023. While in the 3rd car I was called and asked to return the car because it had been sold. I returned the car and exchanged for another vehicle which I do not believe had been serviced. The tires were bad,there was a Crack in the windshield and a dent in the hood. The tag had expired and need a current renewal sticker. On my way to return the car the passenger mirror glass fell out on interstate 485. I offered to pay to replace the glass. I spoke to a local ****** dealer who said the glass was $50.The Ace manager at *********************************************************** was rude and argumentative. She said it was $383.50. The manager would not let me speak with corporate or give me a number for someone to help me. When I said that wasn't fair she said you should have fixed it before you returned the car. I spoke with **************** in ************ to try and resolve this issue. They said the local office would contact me. It has been 2 days and there has been no response. I am requesting a fair and equitable solution.
Business Response
Date: 03/08/2023
****,
When you reached out to our office you did bring this to our attention but you've raised a dispute on the charges from your rental. Since you have raised a dispute we are not able to look into this further nor is the rental location until the dispute is resolved or dropped. We were also advised that you've spoken with ******* the manager of this matter. We appreciate you reaching out but again we are unable to further assist since you have put a dispute on your account.
Kind regards,

ACE Customer Care
Initial Complaint
Date:02/24/2023
Type:Customer Service 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.
Company charged $300 deposit, but only returned $175,50. **************** does not answer their phones. After researching my rental, I rented an ***, which they sold me an "upgrade", but the *** I got was the same style *** I had already signed up for. So I was duped out of nearly $50 a day for that upgrade. Getting ahold of customer service all you get is their ********************** department which will not help and they just keep saying that the customer service department is busy. They never emailed me my invoice when I rented the vehicle and I never got a paper invoice, so I have no idea on what all the costs were that they added on. I suspect they added more things on without telling me.
Business Response
Date: 03/03/2023
***,

You were originally booked as a compact car the I show you upgraded to a larger vehicle than the compact. The amount you are questioning is the total amount of the vehicle upgrade you purchased at the counter. I will go ahead and send the receipt over to your gmail email on file. If for whatever reason you need further assistance please reach out to *************************************.

Kind regards,

ACE Customer Care
Customer Answer
Date: 03/06/2023
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.]
I paid a $300 deposit for which I only received $175 back. There was no explanation of why.
I have reviewed the cars and the car I got was the same size as what I originally believed I had rented.
so I am out about $125 from the deposit and I want to get that back. The upgrade is semantics and arguing that is just not going to be agreed upon.
Regards,

*****************************
Business Response
Date: 03/10/2023
***,

Thank you for your response. We have sent you your finalized rental documents including the rental agreement and invoice. You upgraded at the rental counter from a compact to the intermediate size vehicle and also signed and accepted for this in your rental contract. The difference of your deposit was used towards your upgrade for your vehicle. That is why that amount was not retuned. If we may further assist you please respond to the email we sent you and we'd be happy to help you further.

Kind regards,

ACE Customer Care
Customer Answer
Date: 03/10/2023
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.]
Reviwing the documents, they charged me twice for the upgrade, which when I reviewed my original order and the upgrade they were the same class of vehicles. They said that they used the deposit for the upgrade but I see a double charge. I have attached the receipt for you to verify the double charges.

Regards,

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

Business Response
Date: 03/14/2023
******************,
You were only charged for the upgrade. The charge is only listed one time under the insurance charge in your rental contract.

Kind regards,

ACE Customer Care
Customer Answer
Date: 03/14/2023
Better Business Bureau:

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

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

Regards,

*****************************
$27.00 x 5 days is $137.50. Why was I charged $270?

Business Response
Date: 03/22/2023
*******, You were originally charged the upgrade for the Jeep was billed twice but they refunded the second charge back in February. It looks like the vehicle was brought back with 5/8 of a tank of gas in which you were billed for fuel, and that was a fee of $27.50. You also added the collision insurance at the time of pick up the rental. Your total cost came to $715.55. The total cost they billed your credit card for at the time of pick up was $1045.43. You were given a refund of $155.38 and another refund of $174.50. You have been sent a copy of the final invoice. All of these charges are valid. We hope this helps answer your questions.
Customer Answer
Date: 03/24/2023
Better Business Bureau:

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

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

the $300 deposit and the gas was refunded. The double charge of the upgrade was not. I have an email from **** on 10-Nar that I would get my refund for the $137.50 in a few days, but I have not received it and I now have opened a dispute with the credit card providing them with the email that says I would receive the refund. The email was very clear that I was getting the refund and the credit card company said that the proof is clear. If you refund me then you wont get the dispute charges on top of my refund.

Regards,

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

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ACE Rent A Car is NOT a BBB Accredited Business.