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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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:03/13/2025
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 complaint is in regards to the ace rental car company at their LAX Offsite location. On Thursday, January 23, I arrived at the LAX airport at 1615. I had to wait for over an hour for a bus to that would drop me off at a random parking lot where a van transported me to the rental location centre. By the time I arrived and up the counter it was around 1730. I started through the rental process and when given the option at the counter to purchase insurance I said that I had my credit card insurance covering me. They said that that wasnt enough which I was expecting. I had a Email from my insurance company In ****** showing that I had Third-party liability insurance protecting me on rental cars in the ************* Covering vehicles worth $40,000 and under. They had also attached the pink card showing that I was covered on that policy. Not only did the agent at the counter absolutely refuse to even look at the email. He was incredibly rude and dismissive. I was told that unless they could talk to someone verbally and get verbal confirmation of insurance coverage that they would not rent me the car. It was clearly after business hours, and he knew that there was no way that the insurance company would be open at that time of the evening, especially with the time change to ****** I was there in the middle of downtown ***********, a female travelling alone With no other option. I rented the car and paid the liability insurance As I was hours away from my 99 Year old grandma who I was there to visit and doesnt drive. I attempted to contact *** customer car service as well as the manager at the location. I have provided insurance paperwork on email . I have been told that I had to pay the insurance because I didnt provide confirmation of third-party insurance. They wouldnt allow me to. They have declined a refund. Originally had booked the car for nine days with the total quoted to me. $166.03 Canadian. My final bill total $618.94 Canadian.
Business Response
Date: 03/14/2025
Hi *****,
After looking over the rental process and speaking to the location manager, you did not provide proof of insurance at the time of pickup to cover your Liability coverage. The ***** desk agent requested for you to call your insurance company so they can get a verbal confirming over the phone, but you declined that option. You were aware of no refunds after driving out the lot and signing the legal rental agreement (attached). At this time, no refunds will be issued, and all charges are valid.
Customer Answer
Date: 03/25/2025
The company responded by saying that they requested to be able to speak to my insurance company, and I declined. This is a lie as I offered for them to call them and said that they would be more than happy to confirm that I was saying, but that the business was closed because I was picking the car up at around 5:15 PM local time which meant that it was after six in ****** and the office would be closed. I then offered to show them an email (please see attached)that had been pre-written by my insurance company to confirm that indeed I had liability coverage for a rental vehicle within the states up to a value of $40,000 and the customer service agents refused to look at the email and accused me of being argumentative. I had no other option but to sign the agreement as I was stranded in the middle of downtown *********** without any transportation.
Customer Answer
Date: 03/27/2025
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 company responded by saying that they requested to be able to speak to my insurance company, and I declined. This is a lie as I offered for them to call them and said that they would be more than happy to confirm that I was saying, but that the business was closed because I was picking the car up at around 5:15 PM local time which meant that it was after six in ****** and the office would be closed. I then offered to show them an email (please see attached)that had been pre-written by my insurance company to confirm that indeed I had liability coverage for a rental vehicle within the states up to a value of $40,000 and the customer service agents refused to look at the email and accused me of being argumentative. I had no other option but to sign the agreement as I was stranded in the middle of downtown *********** without any transportation.

Regards,

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

Business Response
Date: 03/27/2025
Hi *****,
At this time, we have looked into this matter accordingly and all charges are valid. No refund will be issued in regard to the insurance that was charged to your reservation.
Initial Complaint
Date:03/12/2025
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 From FLL on Feb ***** I Discover my Car Didn't had AC About One Hour Into the Rental, Try Calling ACE Rental But None Pick Up I Got to Speak to Someone Around 6 Hours After And Dint give me Good Options TO swap Other Car During Our Return On Feb 13 @ 7:20 PM We Complained About the Car not Having AC , we told the "BigBoos" as employers told us to let him know the issue , He was On The Parking Floor During The Returns Asking Clients "How did it Go" After We Spoke For Few Minutes about our Issues he Decide that we will get a Day Refund due to the Inconvenience But After Several Emails More than 13 *************************** "******" Was following UP The case very Closely, Every Call was like we will get this fix Today and then This week And Final Call With ****** Sometime Next Month that Was On March 4 No A Single Email was Reply By ***** Complaint is ***************************** Handling the issue in Reasonable Time Every Call was over 20 Mins Some Up to 45 Mins Waiting I Just Got Tire of Calling Them to Get Answers As Far As I Know the Minivan When Stray to the Mechanic After We Drop It Off On Top of That I Received Over 5 Phone Calls Asking Me When Will I Drop Off the Car On Friday Feb 14 Around Noon Time And Sat 15 Around 8 AM / Like Really Car Was drop Of 12 Hours Earlier than Prevised and they Still didn't **** The Car As Received
Business Response
Date: 03/14/2025
Hi ****,
Thank you for taking the time to let us know about the rental experience you had at our *************** location. After speaking to the manager and looking further into this case, we have issued you a refund of one day for your rental. Your rate per day was ***** USD and we have issued you a refund of ***** USD, which includes the taxes/fees. We have attached the refund receipt as confirmation, and you should expect the funds to be in your account in 7-14 business days.
Initial Complaint
Date:03/11/2025
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.
Ace Rent-A-Car ****************************************************************************************** I rented a car through ACE 2/25/25-2/28/25. While I take some ownership of missing this originally, this falls on the company for deceitful and unlawful business practices. While at the counter I denied all extra services such as insurance and liability insurance. The guy behind the counter stated that you need to initial saying you decline such coverage. I initialed the screen and when I went to review my bill upon my return of my rental, I noticed I was charged $40+ a day to have liability coverage that I clearly declined. The agent behind the counter selected that I wanted coverage. From reading reviews, ACE rent a car has a history of doing this to other customers. I reached out to ACE and they are declining to reimburse my money stating I knew that I signed up for that because I initialed. Where I take some responsibility is that when I was at the counter and was told the original price, I thought I had not paid for the car yet. I later realized that I had already put down the money required for the car for the 4 days of rental. I was never asked to provide the insurance information I had on me at the airport. These practices need to cease, and ACE rent a car needs to be held responsible for their actions. I would not be making a big deal out of this, but again, ACE has a history of doing this from other reviews that I have found . I have never had such an issue with a rental car company and their unwillingness to work with a customer.
Business Response
Date: 03/13/2025
Hi ********,
After looking further into this matter, we can see that you did not provide your own full coverage at the time of pick up. We highly encourage our customers to look over our terms and conditions because it does state that customers must have full coverage insurance to rent our vehicles and you must provide supporting documents to use your own personal coverage. At this time, since the reservation has already been closed out; all charges are valid and no refunds will be issued.
Business Response
Date: 03/13/2025
Dear BBB,
The customer has admitted they did not provide their own full coverage insurance to rent our vehicles. On our terms and conditions (attached), it states customers will need to have proof of full coverage insurance to use their own personal coverage. We formally request for you to close out this ticket.
Customer Answer
Date: 03/13/2025
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 response provided is not adequate. I am asking for a full refund of my money because I did not agree to this coverage. I had my insurance card in my bag ready to give to the agent behind the counter. I was never asked to provide this insurance even though I did verbally decline the liability insurance. *** is willingly and knowingly entering liability for customers who decline it hoping they miss it on the agreement that is printed out after the fact.. from reading reviews, *** has a habit of doing this to their customers.]

Regards,

******** ***********
Business Response
Date: 03/18/2025
Hello ********,

The location managers have reviewed the matter and advised that the counter agent did provide full disclosure of the rental and charges included. The charges were agreed on, signed for, and used for the full time of the rental. Unfortunately, no compensation will be awarded.
Customer Answer
Date: 03/20/2025
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.

If the company would have asked for my insurance when I verbally declined the liability coverage it would have been handed to them. I read their policies beforehand and had my insurance ready in my computer bag. The counter agent never asked for my insurance coverage, so it was never handed over. Again, it should not be my responsibility to provide something that is never asked for by an agent and the practice by this company is deceitful and they put the charge on without reviewing it with you verbally. You sign a little screen that you can barely read and when you are told you are waiving liability by the agent you are assuming that it is denied. I have rented cars many times with other agencies and if they need something, they ask for it. After reading reviews on BBB, ACE rent a car has a habit of putting charges on bills or sneaking them in. They always refer back to "well you signed the agreement." This business clearly should not be allowed to remain open. I have never written a complaint in my life and ACE has forced me to try and stick up for other consumers. I work hard for my money, as all people do and I expect fair practices when dealing with companies.

Regards,

******** ***********
Business Response
Date: 03/21/2025
Hi ********,
We expect our customers to inform our agents if they have their own personal coverage at the front desk when our agents are explaining to you about our policy regarding our insurance and how much we charge. At this time, all charges are valid, and no refunds will be issued because you did sign a legal rental agreement which breaks down all the charges made which was given to you at the time of pick up. Customers are allowed to dispute charges and modify their rental agreement while their contract is open but since the contract has been closed and you have already returned the vehicle that was covered using our insurance during your entire trip, we cannot offer any assistance at this time.
Initial Complaint
Date:03/11/2025
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 2/17/25-2/21/25. I paid the full amount for the car upon picking it up. When returning the car I and the employee taking the car from me inspected the entire car he mention that I didn't fill up the gas tank. I later receive a bill for ****** for half a tank and $100 for a nail in the tire. I did not see a nail in the tire nor did the employee at the time I dropped off the vehicle. I reached out to ace and was told I'm responsible. I mention that they do not have proof that I cause the nail in the tire it could have happened when the employee drove off with the car. they sent pictures of the nail (which still does not prove that I put it there). And ultimately told me they're not refunding my $100. I would like a refund please.
Business Response
Date: 03/11/2025
Hi *****,
After looking further into this matter, you returned the vehicle with half tank of gas left (proof attached) and on the signed legal rental agreement gas is 9.99 USD per gallon unless you bought pre-paid fuel. Also, as you can see the images attached; there was a nail that was found on the rental vehicle when you returned it back to the location. At this time, all charges are valid, and no refunds will be issued.
Business Response
Date: 03/11/2025
Dear BBB,
We formally request for you to close this case due to proof that there was a nail found on the rental vehicle and the tire pressure system warning due to the nail. Thank you for your consideration.
Business Response
Date: 03/11/2025
Dear BBB,
We formally request for you to close this case due to proof that there was a nail found on the rental vehicle and the tire pressure system warning due to the nail. Thank you for your consideration.
Customer Answer
Date: 03/12/2025
I was not disputing the gas fee. I paid $143 for gas already. I saw the picture of the nail in the tire however there is no proof that the nail came from my rental. There was no nail when I dropped off the car.
Customer Answer
Date: 03/13/2025
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.]
Date Sent: 3/12/2025 12:48:27 PM
I was not disputing the gas fee. I paid $143 for gas already. I saw the picture of the nail in the tire however there is no proof that the nail came from my rental. There was no nail when I dropped off the car.

Regards,

***** *****

Business Response
Date: 03/14/2025
Hi *****,
There was no nails on the tires when you were given the vehicle, and the tire pressure light was not on. When returning the vehicle, the tire pressure system light was on and there was nail on the given tire the system was detecting. At this time, we have provided documentation and proof of the nail being in the tire and the system alerting when you returned the vehicle. All charges are valid, and no refunds will be issued.
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sunday 3/9/25 I was pulled over by police in *********** for expired plates. I was threatened with arrest if i moved the car because of this in a highway area that was unsafe 2 hrs from my airport. I called ace and they denied the car having expired plates and prolong the situation not understanding how scared and worried I was about not only missing my flight but getting arrested in a area I'm not from. They took hrs to fix the situation even telling me they don't have anyone to swap the car and I should ask the police to bring me. I almost missed my flight and lost ****** of pre paid things I had in the area before leaving. I was told by ace that it is what it is and that I should leave it alone. I'm being told they won't refund the car because I had a car. I NEVER AGREED to drive a car with expired plates. I could of gotten in a accident and been hurt in the middle of nowhere. I was scared for my life and ace took the whole situation as a joke. I am only asking to be refunded for the car. The ************ location is refusing because they refunded the insurance the feel that is all they need to do. The contract was violated by ace by giving me a car with expired tags and putting me in a scary and difficult situation where i was stranded. I lost alot and feared for my life and ***** in this company will listen not the san **** location *************** itself I'm just being told it my life doesn't matter and my clean record doesn't matter because I still got a car even that it was not valid. The plates was expired for months not a day not a week months. It's very irresponsible for ace to just give out cars with expired tags and not care the safety of the people that that pay money to use these services. My life was in danger, all im asking is for my car refund because of the lack of effort this company did to ensure my safety. Makes me feel like I need to get a lawyer and call every news person and city concil i know to fix this.
Business Response
Date: 03/11/2025
Hi *******,
After looking further into this matter, we have refunded you back ****** USD back on your card ending in 5884 on March 9th and you should receive it in 7-14 business days; I have attached the refund receipt as confirmation as well as the final invoice to show that you were not charged for any additional add-ons at our Desk at ACE Rent a Car. The only payment you have made for this entire reservation was the pre-payment that was through PRICELINE for the vehicle itself.
Initial Complaint
Date:03/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On february 22nd, when I picked up the vehicle, the gentleman at the counter attempted to automatically add the insurance to the contract, and I very specifically declined. It was presented in a way that it was automatically added, and i very specifically said that I did not want the insurance, I carry my own. I was never asked for my proof of insurance, however I pulled out some paperwork, including my confirmation email, and my proof of insurance documents and sat them on the counter next to me. I had printed and ready to go anything that would be needed including the ACE rental car company policy regarding insurance, and payment options should I have been pestered about adding any additional unnecessary coverages. The gentleman then asked about adding the toll coverage, and I did contemplate that, but then declined. He then asked for payment and let me know about the additional $300 hold for a debit card, and I said yes I was aware. Again, I had printed and brought with me the ACE rental policy agreement from online. He then instructed me to initial three times and then sign. Nothing comes up on the screen, NOR did he go over what i was signing for ( clearly I would be signing waivers for renting a car, I did NOT know i was signing for insurance I specifically DECLINED). Then i was asked to swipe my card. the total on the screen showed $1006.23 - in my head, the mental math checked out - my reservation showed $664.08 + ****** for using a debit card would come out to approx $1000.00. I thought nothing of it. Two days later I check my bank statement and it shows the $1006.08 + $****** - I immediately call ACE and am transferred to the counter. I spoke with ****, who let me know that if I provided my proof of insurance on drop off this would be corrected. fast forward to today, March 5th, 5am and the woman working the counter says I am now too late as the reservation is complete. HAD I KNOWN I would have pushed while on the phone DAYS PRIOR.
Business Response
Date: 03/10/2025
Hi ******,
After speaking directly to the location manager and looking over the footage of your rental process at our front desk, you did not provide any physical documentation or paperwork to the agent and listening to the interaction between both parties using our microphone system, the agent asked if you would like the basic or premium insurance, and you stated you would like basic. At this time, the sale was clean and valid, no refunds will be issued.
Business Response
Date: 03/10/2025
Dear BBB,
We formally request for you to close this case due to looking over the footage and the customer stating clearly, they would like our *************** and did not provide any documents or mentioned their insurance to the agent. Thank you for your consideration.
Customer Answer
Date: 03/20/2025
The company is claiming that I requested basic coverage- I very CLEARLY STATED I WANTED NO COVERAGE. I DECLINED. I CLEARLY HAD MY PAPERWORK ON THEIR COUNTER - AND WAS NEVER ASKED TO PROVIDE MY PROOF. IF THEY ACTUALLY WATCHED THE FOOTAGE AS THEY CLAIM THEY HAVE- this would be clear. I have requested the footage, and their refusal/ignores to my request prove their guilt. This company is a sham. Shame on anyone at this company who shamelessly fraudulently steals from their customers
Initial Complaint
Date:02/28/2025
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 placed a reservation through Expedia for the rental car with ACE rental car in ******* - from Feb. 8 (at 4 PM) through Feb. 17 (at 4 PM). When my flight landed in ****** at 3:50 PM that day, we followed the reservation instructions to go to the waiting area to be picked up. After calling the business, listening to the recording, and talking to an ACE company operator, they said they would send someone to get us. We waited over an hour to be picked up. When the ACE shuttle came, others filled it, and we had to wait for another one that arrived 15 minutes later. After being driven to the rental car business approx. a mile away, we waited in line for over an hour to get our rental. At this point, I was told that I was late and that my "reservation had been cancelled" due to my late arrival. Getting my reservation back would cost $10 extra a day, and there were no other options because I was late. After arguing that I was late due to the shuttle and waiting in line, I was given no further options but to rent through them at a greater cost. Understanding my "late" arrival was not due to my schedule but their lack of service attendants to pick up people and/or take care of the rental people at the office. I argued my point with the person when I picked up my car and dropped it off, including the business manager on site. I am not requesting a full refund, only the refund of the approx. $100 overcharge that was added to the vehicle rental price due to them saying I was "late", when I picked it up. The receipts that I have uploaded for your review show the price (including Tax) Expedia gave for the rental and the invoice ACE (including tax) made, for comparison.
Business Response
Date: 03/03/2025
Hi *******,
After looking further into your reservation, we have issued you a refund of ***** of the late fee that was charged to your reservation. You should receive an email from ********** which will provide you a link to access your funds and transfer it to your preferred form of payment. If you have any questions or concerns, please email us at ************************************* and we'd be more than happy to assist you.
Customer Answer
Date: 03/04/2025
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:02/26/2025
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 am reaching out regarding a deeply frustrating and costly experience we had with ACE Rent a Car near *** on ********************. on 2/22/2025. We originally prepaid for our first reservation but canceled and rebooked with the same company, only adjusting the pickup date slightly. Upon arrival, I requested to add my wife as a driver and provided her drivers license. Although I was informed that spouses could be added for free, the agent insisted on charging an additional fee per day because my wifes license does not yet reflect my last name. However, she does legally have my last name, and we presented an insurance card listing both of us, along with our two children, as proof. This was not accepted. I ultimately agreed to the additional charge and requested that they process the rental while I later disputed the charge. At that point, the manager intervened and, shockingly, canceled our entire prepaid booking simply because I mentioned disputing that portion of the charge. Despite my immediate willingness to drop the issue and proceed without my wife as a driver, they refused to provide the car to us at all that we already paid for. And they are refusing to refund the prepaid money at all ****** a result, we were left stranded at the rental location and had to take an **** to another rental company, where we incurred significantly higher last-minute costs. This experience caused unnecessary stress, inconvenience, and financial burden.I am requesting a full refund of our prepaid booking, as well as reimbursement for the additional expenses we incurred due to this unreasonable cancellation.
Business Response
Date: 02/27/2025
Hi ****,
After looking further into this issue, we can see that you did inform the location that you were going to dispute the charges at the front desk due to the additional driver fee and our location's have the right to refuse service. We can also see that you contacted our **************** to discuss this matter and one of our agents informed you about the policy and what had occurred during your rental, and you stated to the agent that you were going to dispute the charges again. At this time, you have threatened multiple times to dispute the charge on your card and our company can refuse service. Since you booked and paid through a third party, you will need to contact them about any refunds since ACE Rent a Car did not take the funds out of your bank account.
Business Response
Date: 02/27/2025
Dear BBB,

We formally request you to close this case. This customer has threatened to dispute the charges not only to the location directly when they were at the front desk but to our **************** as well. We legally have the right to refuse service due to misconduct and the customer still wanted the location to fulfill his reservation even though he created a scene and threatened our agents with actions. We will not be issuing any refunds at this time, and we thank you for your consideration.
Initial Complaint
Date:02/25/2025
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.
Booking ca126542650
Customer Answer
Date: 02/26/2025
We rented a car from ace rent a car on feb 2 with travel on feb 10th, they removed ****** from my ***** when we arrived in ******* we looked for the depot for over 2 hours, when we finally arrived they refused my **** card the staff was RUDE, inconsiderate, and unprofessional they refused to refund my money, we had to call a cab to return us to the airport where we had to get another rental car at an inflated price, so I think is is completely reasonable to have the ****** returned for the services I was refused
Business Response
Date: 02/27/2025
Hi ***,
After looking further into your reservation, we can see that you did not provide a credit card at the time of pick up at the front desk. To request a refund, you will need to contact the third-party used to book your rental (Car Trawler) because if you look at your bank statement, those funds were NOT taken by ACE Rent a Car.
Initial Complaint
Date:02/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle with Ace Car Rental and returned the vehicle successfully as the company has already taken the final bill from my credit card. Ace forced me to place a ****** hold on my credit card and is refusing to lift the pending charge- even though I receive my final bill- I was specifically told to call my credit card to have them release the hold- but the credit card company said that only *** can remove their hold- ACE LIES AND STEALS MONEY FROM CONSUMERS- I have now spent most of my time energy and additional money trying to resolve this issue that should not be an issue. My credit score is high, and I used a credit card- THERE SHOULD HAVE BEEN NO HOLDS REQUIRED CONSUMERS BEWARE OF ACE RENTAL CAR'S FRADULENT POLICIES
Business Response
Date: 02/26/2025
Hi *****,
Since we put an authorization hold of 300 USD on your card, it will look like a PENDING charge on your bank statement. On February 16th, when you returned to the vehicle, our system automatically released the hold (Pending) on your card. It can take up to 3-5 business days for the hold to be released (depending on your bank). If you look at your bank statement, you should not see any pending charges from ACE for 300 USD but should see a POSTED charge of ****** USD, meaning that the funds were released back to you. If you still see the pending charge, please contact your bank and provide them with our authorization number ****** so they can release it on their end, but we can assure you that ACE Rent a Car did release your hold (PENDING).
Customer Answer
Date: 02/27/2025
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 contacted my bank and they said that they can not remove Ace's hold/ Pending charge-THEREFORE CATCHING THE CONSUMER IN THE MIDDLE- I WILL CONTINUE TO INFORM THE PUBLIC OF ACE'S SHADY MANIPULATION TACTICS AND NOT STOP UNTIL I AM SATISFIED

Regards,

***** *****

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