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.

close

Find a Location

ACE Rent A Car has 65 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Aligo Rent a Car

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

• 

  Aligo Rent a Car

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

• 

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

  408 Carnegie Avenue Newark, NJ 07114

• 

  Ace Rent A Car

  2200 Rental Car Center Pkw Atlanta, GA 30337

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

• Initial Complaint

  Date:11/19/2022

  Type:Order 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.

  My wife and I rented a mid-size automobile from ******* Rental Agency in the ***** Airport on November 11th, 2022. The address of the agency is ***********************************************************. We received the vehicle at 10:20 pm and returned it at 7:38 pm on November 16th, 2022 for a total of 5 rental days. Despite providing written proof of our existing liability and collision insurance at the counter and before taking possession of the car, we were billed $ ***** per day for a collision damage waiver (***) amounting to a total of $159.95. It is our understanding that ******* State Law prohibits car rental agencies from forcing consumers to purchase supplementary insurance. Based on this premise, we contacted the agency and spoke with an employee who identified himself as ***** but refused to provide his last name or initial. ***** explained that because we were a walk-up without an existing reservation, we had to pay for the insurance. I know of no such exception and seek to recover the cost of the *** insurance. The Ace Agreement Number associated with this contract is **********.

  Business Response

  Date: 11/28/2022

  Hello,

   

  Thank you for reaching out to the BBB. I have gone ahead and created a customer service case on your behalf so we may look into this further for you. When I receive more information I will update your case acordingly. 
  
  Thank you,
  
  ACE Customer Care

  Business Response

  Date: 12/01/2022

  ****, 

   

  Thank you for reaching out to us through the BBB. We are working with you currently for your case resolution through email. We believe we have come to a resolution on our end. If you need anything further do not hesitate to email us at *************************************.
  
  

  Kind regards, 
  
  ACE Customer Care

  Customer Answer

  Date: 12/02/2022

  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. 
  
  On November 28th, we received an unexpected credit to our AMEX account in the amount of $122.84 from Ace Car Rental.  It was welcome news but it does not fully resolve our complaint.  As I indicated in my initial correspondence, I was billed $159.95 for the *** insurance that I did not need or want.  I am seeking full reimbursement for this charge which would amount to an additional credit of $37.11.  
  

  It is important to note that the companys claim that we had reached an agreement in this matter is entirely false.  I was never contacted by the company via email as they claim.  I have received other invoices from ACE at this email address and have no reason to suspect their correspondence was misdirected to my spam folder.  Nevertheless,I have made a thorough search of my inbox and spam folders and have found nothing.

  I greatly appreciate your assistance in help us get this far. Hopefully, we can resolve this last little bit so I can put this entire unfortunate and distasteful event behind me.
  

  Thankfully Yours and with...
  

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

  Business Response

  Date: 12/05/2022

  ********************, 

   

  The rental location provided 2 days time and mileage being refunded. The management stated that this was the max ****** of compensation that they are able to provide for this rental. The total refund totaling $122.84.

   

  Thank you, 
  
  ACE Customer Care

  Customer Answer

  Date: 12/07/2022

  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 noted in my previous email, I will not consider this matter resolved until we receive a full refund for the *** that we were illegally forced to pay.  The most recent response of the company indicates they are unwilling to meet this obligation.

  For that reason, we have referred the matter to the ******* ************************* (AGO) and have been contacted by ********************************* in the ****** of ******* Services. 
  

  A final refusal from the company to refund the remaining $36.07 will be useful in filing our claim with the AGO.  
  

  As always, we greatly appreciate your assistance in brokering a resolution to this problem. 

  
  Best Regards,
  
  ***********************
  

• Initial Complaint

  Date:11/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car 10/07/22 -10/09/22 from the *** facility. After returning the vehicle on 10/09, I realized that I left my cell phone in the vehicle. I returned to the rental facility within one hour. The car was being cleaned at the time and my phone was missing. According to ***, no one saw or had the phone. Upon return home the next day, I tracked my phone and it said that the last place it pinged it was at the Ace facility at ***. The ping from the *** Ace facility occurred approximately 1.5 hours after I returned the car. I've since been trying to contact Ace ***, have left numerous messages and never receive a return phone call. I finally called corporate and within the hour the *** facility contacted me. They said they would search for my phone and call me back the next day. It's been 3 weeks and still no return call. Again I attempt to contact the *** facility and there is no way to connect to a live person and of course, leaving a message results in nothing. I post this message because I want others to be aware of the very poor, or lack of, customer service. I won't be renting from a business that I cannot trust and hope others don't either.

  Business Response

  Date: 11/14/2022

  *******, 
  
  
  Thank you for reaching out to us through BBB. We have created a case on your behalf to investigate this further. When we receive more information we will update the case accordingly
  
  
  
  
  Kind regards,
  
  
  Ace *************

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to you after a frustrating experience with Hotwire and *** Car Rental.This past week I traveled to *********, ** for work. I rented a car using Hotwire from ***. When we arrived at the *** lot the staff was overwhelmed, it took over an hour just to get the car, and then when we did and it was less than satisfactory. We pointed out the problems to the *** representatives who told us they don't have any more cars, there was nothing they could do, they refused to clean the car and because we booked through Hotwire we would have to take it up with them. We called Hotwire while still on the lot. ******* said there was nothing they could do. They did not offer to help us locate another car, or replace the rental with another agency. All they said was to call *** customer service.This left us with the option of canceling the car rental. Hopefully getting a refund. Then getting back on the shuttle - going back to the airport and trying to find a car at another rental agency.This was not an option as the car rental was for work. The amount had been preapproved. If I changed cars I would have had to resubmit an approval which the office was closed and I was not going to get a response until the morning or hope that when I returned home and explained the problem they would approve the change. If not I would have been stuck paying for the car personally.We called *** customer care who said the administrative office was closed and we would have to call back. We called back and emailed the next day asking for assistance - could we trade out the car, could we get some sort of accommodation, could something be done?I was told by the representative someone would contact us. I checked back every day between appointments and meetings I had for work.When I returned the car I spoke with the manager at the location. I expressed how disappointed we were in the quality of the service, how unresponsive *** customer service was, and that we would like

  Business Response

  Date: 11/10/2022

  *****, 
  
  Thank you for reaching out to us through the BBB. We've gone ahead and processed a refund to you through our Tremendous refund system. We have sent this to your email that we've been communicating with currently. 
  
  Thank you,
  
  Ace *************

• Initial Complaint

  Date:11/06/2022

  Type:Product 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.

  July 3, 2022 booked a car rental through eDreams.com for a **** EXPEDITION EL provided by ACE rental at *************** airport for a total of $861.35.Dates for use: July 16 - 22, 2022 Upon arrival, *** offered ** a DODGE DURANGO and said it was the biggest vehicle they had and was similar to our reservation vehicle. Which it is not so we refused and used another car rental location.I contacted eDreams.com requesting a refund because services were not provided that were promised. They claim to have contacted ACE and they insisted the two vehicles are similar and denied our refund.I then contacted ACE customer service via email asking how they categorize their vehicles. I was told a Dodge Durango is a large size SUV while a **** Expedition EL is a premium SUV. Therefore, clarifying the two vehicles are not similar, and I did not receive what I reserved for. I followed up with an email stated I would like a refund, but they never responded to that email.

  Business Response

  Date: 11/11/2022

  Good Morning, 

   

  Thank you for reaching out to us and we're sorry to hear of your experience. We have reviewed your case with our management team and as a one time courtesy we have emailed *********** to tell them to issue you a refund for this booking. If we may further assist you with this please reach out to us at *************************************.

   

  Thank you,

  
  Ace Customer Care

  Customer Answer

  Date: 11/14/2022

  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:10/30/2022

  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.

  I rented a car from the ************* Ace Rent A Car from 9/20-10/5. I prepaid for the car through the Hotwire website -paid $549.94 for a special car(could be bigger than a compact). When I got to the counter-a person named ****** waited on me and said I had rented a pick up truck. No where on any reservations documents did it say I rented a pick up truck. I firmly protested against this and said I wanted a car. ****** became angry and was disrespectful. He finally gave me a red rental car and when I went to inspect it - it had a major dent in the hood and a disgustingly filthy interior-the back seat had horrible black stains and smelled like excrement. I took pictures and went back to ****** and had to demand a different car. ****** became nasty and said he wasnt going ********** any car and refused to refund the money that was already paid from my **************** card. I had to start yelling about calling the police for him to finally rent me a car. During the rental period- I parked near the beach in *************- using the Pay By Phone app - but the app failed to use the license plate of the ******************** and instead put in a license plate from a previous Ace ********************** from several months before. The rental car was ticketed-even though I had a receipt that proved the parking spot was paid for till 2:35 pm on 9/30. ************* parking authority would not honor my appeal- even though I had a receipt that showed I had paid for that parking spot number till 2:35 pm/ the ticket time was 1:09pm. I paid for that ticket after my appeal was denied and within the date required-$40 on October 8. I have a receipt to prove the ticket was paid. Now - Ace is attempting to charge my credit card $105 -$50 for a ticket I already paid - and a service fee of $55! I tried to contact the company-no one answered the number I have and no one has responded to several emails I have sent about how horrible the service was- how rude the people working behind the counter were.

  Business Response

  Date: 11/04/2022

  ******, 
  
  Thank you for reaching out. We are currently working with you via email and will have a resolution soon to your case. I apologize for the delay. We will be emailing you soon for a final follow up. 

   

  Kind regards, 

  Ace Customer Care

  Customer Answer

  Date: 11/07/2022

  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. 
  
  

  Dear BBB 

   

  ACE Rental Car company has emailed me and apologized for the horrible customer service when I rented a car from their ************* **********. They have also refunded me the $105 they wrongly charged me by sending me an electronic **** card for the correct amount. I would like to thank ******* from the *** customer care center for taking care of all of my concerns. 

   

  Thank you for your help in bringing this unpleasant experience to a satisfactory conclusion.

   

  **************************;

   

   

   

• Initial Complaint

  Date:10/28/2022

  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 doubled charge me for a car rental insurance policy the manager ***** said he was refunding it but never did refund it.

  Business Response

  Date: 10/28/2022

  Can you please email us at ************************************* so we may look into this further for you? Please provide your confirmation number that begins with three letters and is followed with seven to eight numbers. 

  
  Thank you,

  
  Ace Customer Care

• Initial Complaint

  Date:10/26/2022

  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 a medical emergency and had to switch my car rental from ***** to *****. They told me that the same car, aas $500 more than the $532 I was quoted. After wondering about it I did a new online quote for *****, same company, same dates, same car, and it was actually LESS than $532. I believe they price guage during a time of federal emergency. I will also be contacting the attorney general to launch an investigation.

  Business Response

  Date: 10/28/2022

  We stand by our communication with the customer that we've had through our email exchanges. Unfortunately, since they changed their rental location their old reservation pricing is not guaranteed.

  
  Thank you, 
  
  Ace Customer Care

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service 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.

  On Sept 29, 2022 II rented a vehicle from Ace Rental Car. I was charged for Roadside Assistant which I never agreed too.I told the representative I had already purchased Roadside Assistant as well as insurance. At that time I told the on line representative I had both and he informed me I needed additional insurance as ********** mandates. After charged and signed I questioned the representative of the charge to my card. I was told only a deposit was charged. A customer stepped infont of me and ask the same question and was given the same answer. This is a video taped conversation. I began calling *** to speak toba Manager to resolve the issue on Oct 4, 2022 .I would call once daily until today, after 10days I began to leave messages on different voicemail. I finally got a return call from ****** a **************** representative. ****** informed me that, " He recorded my call and put my complaint and comments on my account and in a chat with the Ace *** office. "This went on for three days after 10days of attempting to resolve the matter. After 14days I have yet to speak to accounting as requested, a manager. The unauthorized charge of $231.51 has not be refunded.

  Business Response

  Date: 10/21/2022

  Thank you for reaching out. We have created a case for your incident. You should've seen an email from our end of things. When we receive more information on this we will update the case further. 

  
  Kind regards, 
  
  Ace Customer Care

  Customer Answer

  Date: 10/24/2022

  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,
  
  Ynauda ******
  

  Business Response

  Date: 10/28/2022

  We have provided the customer a refund through our Tremendous refund system. This case has been resolved.

  
  Thank you, 

  
  Ace Customer Care

  Customer Answer

  Date: 10/28/2022

  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,

  Ynauda ******

• Initial Complaint

  Date:10/19/2022

  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.

  As I write this complaint the location and business cannot be found. The discrepancy was 7/7/22 I tried to reach out to the business( Bestrentacar ***** ************ ******** ** *****) for an explanation and reason for taking an additional $112.36 from my account on 7/27/22 when the car was returned without any issues upon return of the vehicle 7/7/22 after being inspected by ( ********) no one never got back to me. I have continued to reach out to now I have been instructed to email which I have done 8/22 which is included. No issues were ever noted even when I had to exchange the first rental from 7/1/22 which lights were coming on the dashboard. The 2 nd car no issues when it was returned on 7/7/22 which my deposit was supposed to be returned after inspection which was discussed. I never received instead and additional $112.36 was deducted from my account on 7/27/22 when the car been returned due to the business still having access to my personal information.

  Business Response

  Date: 10/21/2022

  Thank you for reaching out. We have reached out to you through email. Please reply at your earliest convenience and we're happy to further assist you.

   

  Kind regards, 
  
  Ace Rent A Car

• Initial Complaint

  Date:10/19/2022

  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.

  On august 2nd, 2022 I rented a car from this location and when I picked up my car they said I had to put a $200 deposit in case any thing happened to the rental car. I returned the car on august 9th with a filled gas tank and not a single scratch on the rental. Passed the inspection and returned to home. Now 2 months later I have not got my return and they dont answer me.

  Business Response

  Date: 10/21/2022

  Thank you for reaching out. I have sent you an email to get more information on this case. 
  
  Kind regards, 

  
  Ace Customer Care

  Customer Answer

  Date: 10/24/2022

  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 business mislead me at counterpoint, and every time I called the responded that the $200 was back on my credit card. And now they are switching story. This was one of the biggest scam, I have seen and I demand accountability for it. 

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

  
  

  Business Response

  Date: 10/25/2022

  The customers final charges at the counter were $329.36. The customer has insisted multiple times that the 200 deposit has not been refunded back to their account. This is showing that this has automatically been released on our end. To further assist the customer we have requested that they send proof that the funds are still showing on their account. The customer has declined doing this three different times upon asking. Without proof on the customers end we're not able to do anything further. 

   

  Thank you,
  
  Ace Customer Care

  Customer Answer

  Date: 10/27/2022

  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,
  
  ***********************