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.

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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:10/16/2022
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 feel that this is predatory behavior. the business clearly knows what they are doing based on the multiple complaints on the same issue. they prey on people traveling long distances (and in my case with 2 young kids that are crying) then you go to pick up your car that you have already paid for. I clearly already declined additional insurance when I paid for the car online. they ask "do you want to upgrade your insurance" and you respond no. They then ask "so you want regular insurance" and you respond yes, not realizing this is still an upgrade from what you paid already for. they then ask for a security deposit which you think is reasonable no realizing that half of that deposit is additional insurance that you did not want. there is no verbal mention of the additional cost of insurance. they ask you to sign for regular insurance on a small screen that you cannot see a breakdown of the additional cost. It is clearly predatory and they know exactly what they are doing. Once you call to complain they tell you that location cannot handle complaints and tell you the only way to deal with it is through email. no one emails you back after 2 days and they move on. there is no phone number to even call. I have attached an official receipt so I am confused on why I have to pay more.
Business Response
Date: 10/21/2022
Thank you for reaching out. We have opened a customer care case for you and have reached out to your email to gain more information. Please reply at your earliest convenience so we may further assist you.

Kind regards,

Ace Customer Care.
Customer Answer
Date: 10/29/2022
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 company initaly emailed me to get more information on my invoice number. I responded 4 days ago and have not heard a response since.

Regards,

*****************************
Business Response
Date: 11/07/2022
*****************************,

We emailed you at your ***.net email about 17 days ago and never received a response. Please email us at ************************************* so we may further assist you.

Thank you,

Ace Customer Care
Customer Answer
Date: 11/09/2022
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.

I have not heard back any response from them in 2 weeks.
Regards,

*****************************
Initial Complaint
Date:10/09/2022
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, 17, 2022 in Ace rent a car, ******************************************************************************* ************** I rented a car. Rental agreement # **********. According to agreement on August, 19, 2022 my debit Citibank card ******************* was debited with amount of USD 1,466,75. This amount consists of rental cost USD 966,75 and deposit amount USD 500,00. On August,27, 2022 I returned the car to Ace rent a car on time. In that rent office I was informed that the funds would refunded in **** days. According to rent Agreement the deposit funds in amount of USD 500,00 had to be refunded to my Citibank card account, but the funds were not refunded. On September, 27, 2022 I sent e-mail letter to ************************************ (from this email address I received my agreement) with the question about my refund but I did not receive any answer from them. As for October, 07, 2022 I still have not be refunded with USD 500,00. Please take this case to consideration and support the refund of USD 500,00 to my Citibank account *******************, cardholder name: *******************************. Thank you in advance!
Business Response
Date: 10/12/2022
Good Morning,

From what our systems show the funds were released when you returned the vehicle on the 27th. Your final total of $966.75 should reflect on your account currently. Security deposits usually fall off automatically and don't post as a form of credit. If you still see a billing discrepancy please email us at ************************************* so we may look into this for you. Please reference ticket 29630.

Thank you,

Ace Customer Care
Initial Complaint
Date:10/04/2022
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.
The date of the incidence was September 22, 2022. the line was long our car was not available they said it will be 25 minutes, it was almost an hour we just got what they had available what they said was a minivan. we were charged $311.82, we had already paid $213.47 online for rental. we don't know why we charged the $311.82. We never will rent from them again. they were not able to explain the charges.
Business Response
Date: 10/07/2022
Hi **********************,

I apologize to hear of your rental experience. Can you email us at ************************************* so we may look into this further for you? Please also provide your confirmation number and the name of the rental location you rented from. The confirmation number will begin with three letters followed with seven to eight numbers.

Thank you,
Ace Customer Care
Initial Complaint
Date:09/29/2022
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.
Rented a CAR from Ace Car Rental through the American Airlines AAdvantage program. I opted for the "Wildcard" price which guaranteed me a CAR of ***'s choosing. When I arrived at the Ace desk, I was told that my car would be a PICKUP TRUCK. I did not rent a truck. I was told that for $10 a day addition, I could have a four door sedan. Needing a CAR, I accepted the offer, signed an "electronic contract" which was barely readable and took the key to the parking lot. When I entered the lot, I searched for the aforementioned pickup truck with no success. This procedure by *** is obviously a scam to extract additional money from customers. Who wants to drive a pickup truck when you have agreed to accept a CAR of their choosing? Awful company!
Business Response
Date: 10/07/2022
Hello,

Thank you for reaching out. We're sorry to hear of your experience. I do see that you did book a special wild card booking. When this class is booked this is up to the rental agency to decide what the special is everyday. This also changes day by day with demand. If the customer is not happy with the offering then the proper procedure is to offer an upgrade. I do apologize for any confusion or trouble this may have caused.
Thank you,
Ace Customer Care
Customer Answer
Date: 10/07/2022
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.

In their response, the *** representative is using the word "vehicle". I rented an AUTOMOBILE of their choice, not a truck. Furthermore, upon inspection of the parking lot (after I reluctantly agreed to the $10 per day "upgrade fee") there WAS NO PICKUP TRUCK IN THE **** I will not be satisfied with their explanation until I receive a refund of the additional fee.

Regards,

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

Business Response
Date: 10/12/2022
Unfortunately, as stated previously a truck is considered to be an automatable. The car class you chose was the wild card option. This could've been any type of vehicle from a truck to a seven passenger van. The upgrade in this scenario was valid because the affiliate planned for you to take the wild card of the day which was a truck. Again no refunds can be provided for this. They offered you the vehicle you booked. You did not care for the vehicle type. So the upgrade fee is valid for this booking.

Thank you,

Ace Customer Care
Customer Answer
Date: 10/12/2022
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:09/20/2022
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.
We rented a car from ace rental from ***** airport. We were in the car less the. 30 mins and the car stall and wont start. After receiving a new car and rent the rental car. A week later we got an email stating that we owe them **** for all the damaged. So ace give you a broken car so you can pay yo fix their car?? I felt like this is unfair and why would people rent anymore if all car rental places do this? You drove off the lot and anything happens to it, youre responsible for it.
Business Response
Date: 09/23/2022
Thank you very much for reaching out to us. I have forwarded the information you have provided over to the rental location. When I receive an additional update I will update your case accordingly.

Kind regards,

Ace Customer Care
Business Response
Date: 09/29/2022
Can you please email us at ************************************** Please reference ticket number *****. Please provide any documentation or invoice showing the amount that the rental location as trying to charge you. This will assist us further with our investigation.

Thank you,
Ace Customer Care
Initial Complaint
Date:09/08/2022
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.
i had a crying baby when i went to pick up my rental car, after a long day of travel and they took advantage of me and said i needed to purchase insurance through them & that my own insurance I had purchased is not acceptable. they refused to give me a car until i paid the insurance so I did, because what choice did i have? later i got i touch with the copy and got a copy of the policies and regulations and NO WHERE does it say i need insurance purchased through them. they are scammers and took advantage of me. i have filed a claim and they refuse to refund the money i spent on insurance. if you look at the reviews online they do this to a lot of people, it needs to be fixed.
Business Response
Date: 09/12/2022
Thank you for reaching out and we're sorry to here of your experience. From what my records show we have provided you with a resolution on this case 3 months ago. Since a resolution has been presented already this case is closed.

Kind regards,
Ace Customer Care
Initial Complaint
Date:09/08/2022
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.
To Whom it May ********** 8/24 I made an online reservation through Priceline.com for a compact car, 9/7 9/13, 2022 for a total of $320.88 I attempted to pick up my rental on 9/7 at 7pm but, they wouldnt let me because You are a local resident picking up at an airport facility that was the quote the employee kept repeating.I attempted to reason with the employee (*****) but, he was super rude and dismissive. I tried to speak with their manager but, my request was ignored. ***** blamed me and would often repeat, Sir, YOU should have read our policy regarding local rentals at this facility. I am sorry YOU didnt read our policy.Ultimately, he walked away from me and stopped the dialogue. He humiliated me by treating me like trash.Not being able to pick up my rental force me to rush to Hertz and make last-minute alternative plans; thus, causing HUGE logistical issues for my family (my wife + 2 toddlers) and having to pay $620.33 for the exact same rental. Either the employee was seriously misinformed about their rental policies or ACE is running a scam.trip number: 142-508-605-17 Confirmation #: POV13238663
Business Response
Date: 09/12/2022
Thank you for reaching out. We have sent this over to the rental location for further review. When we receive an additional update we will update the case acordingly.

Thank you,

Ace Customer Care
Business Response
Date: 09/15/2022
The rental location reached out and advised that because the local rental specifications are listed on our website we are not able to provide any compensation unfortunately. I have attached the policy below for your record.

our police's are on our website:

Local Renter Requirements
Local renters are considered to be any renter without a return airline ticket and/or renters that reside in *******************. To those who are considered to be local renters, we appreciate your business. In order to serve you we require that you have a major credit card in the renters name (No Debit Cards Permitted). We also require that you have full coverage automobile insurance that will extend to a rental vehicle. You must also have a recent utility bill issued in renters name within the past 30-days. A security deposit of $500 USD will be held, plus the estimated total of the rental. You are provided 100 free miles per day with additional miles at 40c USD. Certain geographic driving limitations apply.
I do apologize for any inconvenience this may cause.

Kind regards,
Ace Customer Care

Customer Answer
Date: 09/15/2022
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 rental company did NOT reach out to me & warned me about their "local rental policy". They had a 2 weeks to warn/notify me about their policy. I did NOT use their website to make this reservation; I used Priceline.com and there was NO warning regarding their "local rental policy". I don't even know their website... please send the link so that I can read your policy. You should have included that in my confirmation email.
Furthermore, the Agent told me on site that "It was a $1,000 deposit + 50 miles per day".... their written BBB-reply states"$500 deposit + 100 miles per day". Conclusion: someone is lying or completely misinformed.
CONCLUSION: this rental company intentionally used a low price to ****** online attention and they are misleading customers. It is the responsibility of the business to WARN CUSTOMERS about their "special policies". Your website + policy should have been included in the confirmation email.
Furthermore, that does NOT justify the poor customer service.
I wanted to rent a car but, you denied it per your policies and did NOT provide any services... thus, please fully refund the rental.

Regards,

***********************
Business Response
Date: 09/23/2022
Thank you for reaching out and I apologize that you feel this explanation was unsatisfactory. I did review Priceline's terms and conditions and the restrictions for being a local rental are outlined within the terms and conditions prior to booking. If you are needing to request a refund this has to be done directly through Priceline. This was booked through their website so any form of compensation has to come directly through their platform.

Kind regards,

Ace Customer Care
Customer Answer
Date: 09/26/2022
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.]
The business continues with their circular logic: they don't admit to their poor customer service experience. I will never do business with them again and I hope they go out of business because of their predatory practices + horrible customer service.

Regards,

***********************
Initial Complaint
Date:09/01/2022
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.
We rented a seven day car to use for our vacation in ****** ** on August 31st. We are flying in and out of ***. On our drive west my husband noticed the brakes were making noises and the alignment/suspension was wacky. He works on cars and said the rotors were warped and the tires were cupped. When we slowly made it to ****** we called Ace Rental in ****** and was told they could do nothing about it. I tried to find a number for ************* and couldn't find one. We are driving oue nieces around and I'm worried about the safety issues with the car. I sent an email to Corporate but have heard nothing. From reading the complaints it seems like they respond to no one. It also seems every response they make they pass along the problem to someone else. The company seems to accept no responsibility for anything just pass the buck along. If we have an accident because of the safety issues with our car they will certainly be hearing from our attorneys. Do not rent from this company. Spend the extra money on a quality car from a reputable company
Business Response
Date: 09/02/2022
Hi ******,

Thank you for reaching out. We're sorry to hear about your trouble with the vehicle. I tried searching your email in our inbox as well as your name and unfortunately I was not able to find any record of correspondence on our end. Can you please reach out to us at ********** or via our email at *************************************.

Thank you,

Ace Customer Care
Initial Complaint
Date:08/30/2022
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.
Rented a car in ******* **, the rental car did not have a spare tire. We got a flat tire on Highway I40 and ACE did not want to respond. They gave ** the # to Chrysler and they charged us $164.00 for a tow truck. When we rented the car we were not informed about roadside assistance and when I called Ace the person who assisted me said that *** would cancel the invoice from Chrysler. Chrysler said that was not correct. We had two minors and a diabetic person with us and we waited 4 hours for a tow truck.
Business Response
Date: 09/02/2022
We're sorry to hear of your experience. We have reached out to your email to gain further information for your case.

Thank you,

Ace *************
Customer Answer
Date: 09/02/2022
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.

We would like ACE to assume responsibility for the expenses which come to a total of $391.00 for getting the vehicle to them. We would like this amount credited to the credit card used.

Regards,

*******************************
Business Response
Date: 09/07/2022
Thank you for reaching out. You will need to reach out to the ******* locations claims department for this. Their claims department is known as Rockport Auto Claims. Their phone number is ********** and email is ******************************.

Kind regards,

Ace Customer Care
Customer Answer
Date: 09/08/2022
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.

I have not recieved a response from ACE. I have only recieved different emails to express my complaint with no solution. This is the second time I post on this platform.

Regards,

*******************************
Initial Complaint
Date:08/29/2022
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.
While in Europe I made an online prepaid car reservation with an Internet firm named e-Dreams. The reservation was for 4 days from June 16, 2022. I received the rental voucher showing that the rental was paid.I took the shuttle to ACE's off-site location after arriving at the Newark airport and presented the rental voucher. Also my ID and platinum **** card.The agent refused to accept the voucher unless I buy the "optional" Insurance.I asked for a refund, all I got was a laugh from the agent. His behavior was very rude. (Named *****?)I went to the ******************* and got a car. e-Dreams confirmation no* *********** Voucher no: US6*****760 Cost: $ ****** The address (***********, ************) of ACE listed in ************ did not accept my registered mail.Based on this experience and the numerous complaints on the I-net. It seems that ACE is running a criminal enterprise. I am contemplating Court action.
Business Response
Date: 09/02/2022
Thank you for reaching out and we're sorry to hear of your experience. We have sent the information to the management of the location for further follow up. When we receive an update we will update the case acordingly.

Kind regards,

Ace Customer Care

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ACE Rent A Car is NOT a BBB Accredited Business.