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.

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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:08/24/2022
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.
After returning the car back to ace for the time of my rental, I called Ace rent a car the next day to inform them of the misfortune that I had on the road with they car not starting on the middle of my trip. I was informed that they would look into the matter and I would be call me back that same day with a resolution. I never received a call back from the company so I decided to stop by before work the next day. As I walk in I informed the worker that I was the gentleman that she talked to the day before which she quickly reached out to both the back supervisor and front supervisor on the phone which gave two mixed messages. I was told that the car did have problems from past renters which lead to the poor quality of the car and when I was stranded on the side of the road for four hrs with my kids and would credit me back. Now after finding this information out the stated that they are also charging me a smoking fee for the car at which I never was told this on returning the car even after talking to the back manager that same night but was only told after find I was not a fault for the *** cost. Which the car has had past cases which lead to all smells and wire problems with the car.
Business Response
Date: 08/26/2022
Thank you for bringing this to our attention. We are sorry to hear of your rental experience. We have escalated this to the management of the location for further information. When we receive additional information we will update the case acordingly.

Thank you,

Ace Customer Care
Business Response
Date: 09/02/2022
Thank you for your patience. We have resolved your case and spoken with you already. We stand by the resolution provided to you on August 29th.

Thank you,

Ace Customer Care
Initial Complaint
Date:08/23/2022
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 concern, I booked a car rental with the ACE Rent a Car (******, **, ******) and then realized that I didn't need the car after a couple of hours. I called the location and the location promised me that I was able to cancel my reservation and only pay for 1 day of renting the car. Due to my brother's convocation the following day, I called the location again, and spoke to the same person, asking him if I could return the car a few hours after the scheduled time - he said that it would be fine at no additional cost. Upon returning to the location as agreed, the location ended up charging more for the reservation which is unacceptable as it the person (*****) didnt fulfill his word.The rental bill had 2 overcharges: 1) Extra 4 hours were charged onto the account, when this was supposed to be free (after speaking with *****). 2) The rate for the one-day car rental was higher than the daily rate agreed initially agreed on. Referring to the car rental receipt: My daily rate as can be seen in the first page is: $***** (****** / 4 = *****) (he charged me $90.00)Therefore, the car rental total should be $***** Vehicle licensing fees (1 day) = **** GST (5%) = **** PST (7%) = **** **************** charge (1 day) = **** Energy Recovery Fees (1 day) = **** Passenger Vehicle Rental Tax (1 day) = **** Therefore, the total I should be paying is = $68.97 (he charged me ******) As can be seen on the second page of the car rental, I was charged $90 for the one-day of car rental instead of $*****. Additionally, I was charged per the additional hour (***** * 4hrs) $44.12, when I was promised that I would not be charged. -Date: May 30th-31st 2022. -Total paid to business: $162.32 (when it should be $68.97). -I should've paid: $68.97. -The nature of the dispute is an overpay above the agreed price. -When contacting the business, they refute that I was promised the extra hours for returning the car without any charge. -Tracking#: ****
Business Response
Date: 08/26/2022
This case has already been resolved and we stand by the resolution that has been presented to the customer.

Thank you,

Ace Customer Care
Customer Answer
Date: 09/01/2022
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.]

My daily rate as can be seen in the first page is: $56.17 ($224.67 / 4 days = $56.17) (The merchant changed it to $90.00 when I returned the car!!!- see next page on the *** Rental policy )

Since I rented the car for 1 day (the charges should be):
Net T&M = $56.17
Vehicle licensing fees (1 day)= $1.84
GST (5%) = $2.90
PST (7%) = $4.06
Customer service charge (1 day)= $1.50
Energy Recovery Fees (1 day) = $1.00
Passenger Vehicle Rental Tax (1 day) = $1.50

Total = $68.97 (however, the merchant charged me $162.34 instead)

***He mentioned to me that I could return the car by 3:30 pm the next day WITHOUT incurring an additional charge. I was able to return the car before 11:30 am (due time), but due to family circumstance it would have been inconvenient THEREFORE the merchant allowed me to return the car after the allocated time WITHOUT incurring an additional charge. However, when I returned the car, he surprisingly charged me!

Therefore, I should only be charged $68.97 ONLY

The payment that should be returned to me is $206.9 instead of $113.53 (see the document attached)

Summary:
I was charged a daily rate of $90.00 (when I returned the car), however the agreed daily rate is $56.17 (see the first page).He cant alter the rate of the car as per what has been agreed!
I was supposed to return the car at 11:30 am to prevent being charged hourly rate (leading to the 2nd day).It was agreed (verbally) that I can return the car at the next day at 3:30 pm without incurring additional charges.

Please call me for clarification. My number is *************

Regards,

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

Business Response
Date: 09/02/2022
We stand by the resolution that was last provided to you when you reached out to us on August 12th.

Thank you,

Ace Customer Care
Initial Complaint
Date:08/23/2022
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 is my purchase from price line stating $141.26 at pick up. I arrived at Ace after taking the shuttle from *** airport. I went through the checkout process willingly added sunpass which I was aware was an additional fee, after being told we could not pay cash at tolls (which is untrue). I was given two options for coverage and chose basic thinking it was included and anything else was an up charge. Then he gave me the total of $285.40 which is almost double of what I was quoted from Priceline due at pickup. Nothing had changed in my reservation from the time I booked and the time I picked up. After asking for explanation I was told it is a third party and I needed to deal with them. It was in the email I should have read it, which there was nothing stated except the $141.26 due at pick ** in attached email, he then asked me what Id like to do. What could I do at that point Im in ******* for vacation with my child and rented a car for a reason.
Business Response
Date: 08/26/2022
Thank you for reaching out I am sorry to hear of your experience. I have escalated your case to the manager of the location. When we receive additional update we will update the case acordingly.
Thank you,

Ace Customer Care
Business Response
Date: 08/26/2022
Thank you for reaching out and we're sorry to hear of your experience. I've gone ahead and escalated your case to the management of the location for further review. When we receive further information we will update the case acordingly.

Thank you,
Ace Customer Care
Business Response
Date: 09/02/2022
Thank you for your patience. The management of the rental location has responded with the following:
Customer was not lied to. The agent told the customer "many of the ******* roads are toll by plate only" and that is true. Furthermore, customer said they would use the credit card for CDW and purchase the *** from ACE. She was asked twice about this and then confirmed it with the charge. No refunds will be approved.

Kind regards,

Ace Customer Care
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.

[Provide details of why you are not satisfied with this resolution.]
I was ABSOLUTELY lied to, i had asked if I could pay cash at the toll he said no and if you go through without it you we will get a $50.00 ticket that we will be forward to you. When at the counter to get the car and told the cost was $285.00 I had told them it was supposed to be $140 and he said you didnt read the email which I did and it said nothing of the sort except $140.00 due at pick up (ordered car through Priceline) and it was a third party issue to take it up with them. Read the comments this is happening to everyone. It is a shady business. We met a couple waiting for the shuttle there who had the same issue over charged three times. This place is a scam.
Regards,

*************************
Initial Complaint
Date:08/17/2022
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 rented a car from Ace Rent a Car on 2AUG22 through 6AUG22, rental number ************. I rented this car through Priceline.com. After the rental was completed and we had returned to our home in GA, an additional fee was charged to me for leaving the *****************. After calling the business and communicating via e-mail with their customer service. I was informed the additional fees were a result of leaving the *****************. We did travel to *****************, for my wife's brothers funeral. I was asked during the rental process where we were going, I stated *************** and a trip to Casper for my Brother-in-laws funeral. I was never directed to a poster on the wall, as was told by the customer service department, I was also shown the rental agreement, which shows the exiting the ***************** as a "Note" It was not an item that was explained that an additional charge would be given. I was also told by the rental associate that the vehicle I rented didn't have the power needed to travel in the mountains. I asked if the car, a 2021 Jeep Compass, was carbureted or fuel injected, to which they didn't know the answer. I believe the added fee and lack of their telling me this after alerting them to my intention to exit the state was a direct response to my questioning their unethical pressure tactic to upgrade and get extra money from their customers.
Business Response
Date: 08/19/2022
Thank you for reaching out and we are sorry to hear of your experience. From what our records show you have been in contact with the management of the location and they have denied removing the out of state charge. This is listed in the rental agreement as well as the terms and conditions for renting on our website. We do apologize but unfortunately no refund can be provided for this.

Thank you,

Ace Customer Care
Customer Answer
Date: 08/22/2022
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 reference to not leaving the state was not disclosed to me, nor was it agreed to. The item in question was a note, that did not appear on the items before signature was attached, nor was the item disclosed to me when i stated that I would be leaving the state. Both of these reasons are why I should be refunded the money and why I am rejecting this response.

I request a full refund of the fees charged my credit card.

Regards,

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

Business Response
Date: 08/26/2022
Unfortunately, this policy is listed in the contract that you signed and have attached to the case. The policy is listed on the upper left hand side of the first page under your birthday and name. Again this cannot be refunded. This policy was listed in the signed contract.

Thank you,
Ace Customer Care
Customer Answer
Date: 08/27/2022
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.

While this policy is listed in the agreement that I signed, it is not a specific line item that was signed, it was placed in afterwards as a "Note", all other items that would be added as a penalty were each acknowledged separately and I read them to ensure that I understood what might have caused an additional charge. The "leaving the *****************" item was never disclosed in this manner, nor was it addressed when I told the agent that my intentions were to exit the state for a Family Funeral. I therefore will not accept any resolution that does not include a refund of the non disclosed funds. I would encourage one of your agents to make a rental at this location to see for yourself that policy is not disclosed as you have assumed.

Regards,

***********************
Business Response
Date: 09/02/2022
As stated previously because this restriction is listed in the contract and our website we unfortunately cannot provide a refund.

Thank you,
Ace Customer Care
Customer Answer
Date: 09/03/2022
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 must reject this offer, while this note is on the agreement that was signed by me, it was not a line item that was neither acknowledged nor had my attention brought to it. If you check the agreement you will notice my signature is plain affixed on the the following line items; Optional loss damage waiver (LDW), the optional personal accidental coverage (PAC), the Optional renters liability waiver (RLW) and the unpaid ticket, traffic and toll violations. All of these items clearly have my signature affirming that I have been notified and I agreed to these items. There is no Header for the Geographic restrictions, there is no signature attached next to that line tiem, which i=was inserted after my signature was attached to this document
I have attached another copy of the agreement for you to easily inspect. It is my contention that fraud is being perpetuated, from the fact such a high penalty is being required, and no line item acknowledgment or signature is adjacent to that item. I therefoere request a full refund of this fee.

Regards,

***********************
Initial Complaint
Date:08/09/2022
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 rented a minivan at the *********************** Airport on 8/6/2022 around 9pm for $364.00 from 8/6/22 to 8/9/22. The associate at the counter was very helpful with explaining the contract agreement. As I approached the vehicle to do the inspection I noticed the mini was not cleaned there was a bunch of love bugs all over the vehicle as I went to speak with one of the associates on the outside to show him how dirty the van was he said uno momento in spanish because he didn't speak any english and proceeded to drive the van and wash the bugs off. He then brought the van back to the front. The mini van was completely wet. I started to walk around to do my own inspection yet once again. As I was walking around the vehicle and checking to make sure there wasn't any major damage the other associate said to drive up and that the person in the van that is parked in front of the entrance will check it as well so I did as instructed. The van is still completed wet at this point. The associate does his check and marked off all the marks he was able to find while the van was completed wet. On 8/9/22 the minivan was returned around 9pm and the associate states that a crack is in the windshield and stated that it should of been noted at the time of check out. I find it impossible to notice a crack especially if the vehicle was completely wet there is no way to notice a small crack. I was told an incident report has to be filed. I will not assume any cost as it was not my fault and as a consumer the way that they do things is very unprofessional especially since no one spoke english properly and I did what I was instructed to do. I would like this issue to be resolved and I will not assume responsibility for this mishap. The associate stated that they will run the video to match the statement that was made. I would like to get this resolved as soon as possible.
Business Response
Date: 08/12/2022
Thank you for reaching out and I'm sorry to hear of your experience. Do you have a confirmation number for this booking so we can further investigate this for you? This will begin with three letters and be followed with seven to eight numbers.

Thank you,

Ace Customer Care
Customer Answer
Date: 08/14/2022
They have only opens up a ticket and its stated that someone from customer service would contact me in 24 hours. This email came on Friday August 12th. My rental agreement number is RENTAL AGREEMENT No. ***-198733.
Business Response
Date: 08/26/2022
The location has advised that their claims department is further investigating your claim. Rockport claims can be contact at ********** or by email at **************************.

Thank you,
Ace Customer Care.
Initial Complaint
Date:07/28/2022
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 rented a car from Ace rental car. During the reservation process, I had rejected all insurrance as I have all the coverage from my credit card and also my personal car insurrance for liability. However, when I picked up the car, the rental agent included the liability insurrance and charge me additional ****** which I do not want as I already have my own liability insurrance and I can provide my policy for verification. I would like a refund of this insurrance that I do not want or need.
Business Response
Date: 07/29/2022
Thank you for reaching out and we're sorry to hear of you recent experience. We are currently investigating this with the *** location when we receive further information we will update the case acordingly.

Thank you,

Ace *************
Business Response
Date: 08/05/2022
We have reached out to the customer directly as of 8/1. This case has been closed on our end.

Thank you,

Ace Customer Care
Initial Complaint
Date:07/26/2022
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 rented a car on line from justfly and paid ****** for a rental of choice. It was reserved from ACE and it included ***** extra for insurance that I opted in for. I also have insurance through GEICO.and my credit card. I live in ******* but had flown to *** for vacation. When I got to Ace I had to wait in line and then eventually was called to a man virtually on a zoom like set up. His name was *****. He asked for my information my drivers license and credit card and found my reservation. I asked about upgrades not knowing what car I was getting and he said he could do that for 29$ per day. I declined that. He said I would get an 8 seat van. I was okay with that. He asked me if I had insurance and I said I did and did not want to pay for any extra. I was asked to sign document boxes online but was never really explained anything. I then was told to put in my credit card and that my keys and contract would be out soon. I was never able to see what I was charged. When my name was called about 15 minutes later I was able to look at my contract. I noticed that the estimated total owed was ******. I understand that part of that cost was a deposit but I also noticed that he had "inadvertently " added the supplemental insurance without my permission at a rate of ***** daily. I went back in line to talk to ***** who told me that ********** law requires me to pay that. I was shocked because I had declined coverage and then he said I had to show him a declaration page. When I showed him he said that the coverage in less than what is required in ******* and didn't seem to understand that I had already declined additional coverage. He then rudely told me that he had to take the next person in line even though he had not solved my problem. Because I was tired I just left with the car but I feel that I had money stolen from me when I never agreed to additional insurance.
Business Response
Date: 07/29/2022
Thank you for reaching out and I'm sorry to hear of your experience. We have gone ahead and forwarded your complaint over to the management of the *** location for their review. When we receive an update we will update the case acordingly.

Thank you,

Ace Customer Care
Business Response
Date: 08/12/2022
Thank you for reaching out and we're sorry to hear of your experience. The *** branch is currently further investigating this cause. When we receive further update we will update through our previous email correspondence.

Thank you,

Ace Customer Care
Business Response
Date: 08/19/2022
After further review we will be offering the customer a refund for the insurance. We have emailed the customer to confirm what email he would like his refund sent to. When we have this confirmed we will be able to start the process.

Thank you,

Ace *************
Initial Complaint
Date:07/26/2022
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.
Was made to purchase insurance for my rental car. It was not disclosed when renting the vehicle through the ******** Service Agent. It was not revealed to me I needed a Declaration of Insurance until I arrived at the counter at ***. This was a repeated issue with folks who were in line in front of me and behind. No issue at all providing the information, but should have been told to bring that with me not while standing in line when I have no way of getting that information in a timely manner. I was able to provide my insurance card, but was not accepted. Yes, I was given the option to refuse the insurance but I would have lost my rental and since I live out of state and was on my honeymoon I felt like I had not choice, not knowing if I could secure a vehicle outside this arrangement I already made. Just like the many people who were in front of me in line, and those behind me. I feel like it is deceptive in its approach in order to enrich Ace Car Rental. This should be disclosed at the moment of the rental process so I could secure and provide the information at the moment I arrive to pick up my vehicle. Again, since it is not disclosed at the time of I secured the vehicle I find it to be deceptive and a way for Ace to enrich their business.
Business Response
Date: 07/29/2022
Thank you for reaching out and we're sorry to hear of your experience. We've forwarded your complaint over to the *** office for further information. When we receive an update we will update the case acordingly.

Thank you,

Ace Customer Care
Business Response
Date: 08/05/2022
The management team at *** has responded with the following:
customer is underage with a debit card we do have to verify full coverage insurance.

The booking policy is listed below as well:
Young and Additional Drivers
Any form of proof of insurance is accepted as long as the full coverage policy is transferable to the rental. ****************** companies are not accepted as they usually will not extend coverage to the rental vehicle.
Thank you,

Ace Customer Care

Customer Answer
Date: 08/09/2022
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 had my insurance card information, but they said that was not enough. My insurance agent said I was covered and it was transferable. Therefore, I should not have to purchase their insurance but they said my insurance card was not enough. I do not have a discounted insurance company I have State Farm.

Regards,

*************************
Business Response
Date: 08/11/2022
Hello,

Do you have proof of full coverage? Both liability and collision coverage are mandatory to rent a vehicle. If you can provide proof of both collision and liability to our email I can forward this to the location to see if anything can be done for this.

Thank you,

Ace Customer Care
Initial Complaint
Date:07/18/2022
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.
Hello,I contacted you back in February about my awful/fraudulent experience with your LA location. I have yet to receive a response from the manager. I absolutely expect a refund. Here is the initial message I sent.I am sending in a complaint about your shady business practices that entrap people into paying more than they've budgeted for. When I booked online there was no information that I would have to pay $130 extra for insurance. AND YOU FORCED MY husband to after waiting TWO HOURS in line to get our rental car. Furthermore, I am allowed to use my personal insurance to cover these requirements, but the agent would not let my husband do that. I have rented out of ********** many times at other companies and have not encountered this. My father-in-law rented the exact same time we did and didn't encounter this. I need the insurance refunded for confirmation ***********
Business Response
Date: 07/22/2022
We emailed the following below to with our last correspondence. From what our records show management has been trying to reach out and wants you to call the extension in the email below.
Hi *************************,
The manager of the location Zeek has documented that he has tried calling several times and no answer. They are asking that you or your husband reach out to the rental location at ************ option 7
and advise you are returning Zeek's phone call and he asked that you call him since he cannot reach you.

Thank you,

Customer Care Specialist
**********************
Initial Complaint
Date:07/13/2022
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 rented a car from Ace Car Rental through Tmobile Travel on 3/8/22 for 6/23/22-7/3/22 and prepaid $703.21 since at the time rental cars were scarce. I didn't have an airline reservation yet. When I got my air reservation I wanted to call Ace and let them know my flight arrival time on 6/23/22 was going to be at 3:45pm. I googled and saw that Ace location was permamently closed. So I called Tmobile travel and they informed me Ace was taken over by Mex Car Rental Co. They are based in ******. That was not who I was told I was giving my money to. I was informed it was Ace and they are an ***************** Then they informed me Mex closes at 4pm and they would not wait til 415 for me to arrive. They said I had to come back the next day. I had two stops to make and my last stop was 60 min away. So I would've had to pay for three expensive Uber rides. They also told me my $703.21 was non refundable. They refuse to give me my money back. TMobile says there's nothing they can do. I paid ahead of time for Ace car rental and NEVER would have prepaid a ******* company. What can I do??
Business Response
Date: 07/15/2022
Since this booking was unused they can refund this for you. They just have to reach out to our ************************************* email to request approval for this. Unfortunately since they are the vendors that collected payment they will have to refund this.

Thank you,

Ace Customer Care
Customer Answer
Date: 07/25/2022
Better Business Bureau:

I have done as requested by Ace Rental car in reference to complaint ID ********. See below. They have not contacted me or responded to my email below. Obviously this does not satisfy me.    For your reference, details of the offer I reviewed appear below.
Hello,
On March 8, 2022 I reserved a rental car from your company, Ace Rental Car, through TMobile Travel. I paid $708.21 at that time. The TMobile Travel reference code was *********. The rental was for dates 6/23/22 to 7/3/22. When I rented the car I had not yet purchased my airline tickets so was not able to give you exact times of pick up and drop off. On 6/20/22 I attempted to get a hold of Ace Rental Car at the ********* airport to advise them of the exact times. I was never given a contact phone number for that location. When I googled it the site said it was permanently closed. After researching I found out it was now MEX rental cars. I tried calling them but no one answered the phone. I tried at least 10 times. I left one or two messages. I finally called TMobile Travel to have them tell you I would get there at 4:15. They had difficulty getting in contact with someone as well. They finally got in touch with your ********* airport location on 6/21/22. They then informed me they discovered you close at 4pm. They also said that no one would wait for me. They said I would have to come back the next day. That was not possible for me. They said it was non refundable. Now not only have I lost my $708 but then had to rent another car which cost significantly more money, due to short notice. Im asking you to please refund my money.
I contacted the Better Business Bureau and the response from Ace is below. I was advised to send this email to this address. Please do the right thing. I tried for many days to contact you and was not able. I was not made aware of your unusual hours of operation when I rented the car. Nor was it written anywhere on TMobile Travels site when I made the rental car reservation.

I contacted TMobile Travel and they informed me to contact you as well as my money was passed along to you back in March.
Please let me know how to resolve this as I have 8 days to respond to the BBB.
(I included a copy of our correspondence between BBB and myself)

Regards,

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

Business Response
Date: 07/29/2022
The third party affiliates from ******** are the ones that have to provide a refund. Since you prepaid through their site they are the ones that have to provide a refund. We are not able to since this was not booked direct through us.

Thank you,

Ace Customer Care

Customer Answer
Date: 08/01/2022
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.
per recommendations by the Ace Rental Car response to BBBs inquiry I emailed customersupport the same day and no one has returned my email.

Regards,

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

Business Response
Date: 08/09/2022
Good Morning ****,

We have been working with you directly through an open case. From what our records show you prepaid through a third party merchant. Because they were the original merchant of record we have no way to refund this on our end. The payment was collected through their system so we never collected the payment. Again the refund needs to be obtained from their side.

Thank you,

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

the previous correspondence from Ace stated they would refund the money. And when I contact TMobile travel they tell me that they gave the money immediately after booking to Ace.

Regards,

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

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