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.

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ACE Rent A Car has 65 locations, listed below.

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Ace Rent A Car Presque Isle

  113 Parsons St Presque Isle, ME 04769

• 

  Ace Rent A Car Northern Maine Regional Airport

  650 Airport Dr Presque Isle, ME 04769

• 

  Aligo Rent a Car

  426 5300 No. 3 Rd Richmond, BC V6X 2X9

• 

  Aligo Rent a Car

  8750 204 St Holiday Inn Express - Lobby Langley, BC V1M 2Y5

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: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,
  
  ***************************