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

• 

  Aligo Rent a Car

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

• 

  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

• 

  ACE Rent-a-Car

  549 South St New Britain, CT 06051

• 

  ACE Rent A Car

  12410 S Conduit Ave Jamaica, NY 11420

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:03/06/2025

  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,
  
  ***** *****
  

• Initial Complaint

  Date:02/23/2025

  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 made a reservation with this business for Feb 20 to Feb 24. My fianc was with me on the phone. I told them he would be driving and that I would not be. They placed the reservation in my name quoted me a price of about $220 knowing that my fianc would be driving. When we got to the car rental place they charged us an additional fee of $65 to add him as a driver. They knew I wasnt driving when they quoted me they could have just placed the reservation under his name. I even gave them his email and phone number since he would be driving.

  Business Response

  Date: 02/24/2025

  Hi *****, 
  After looking further into your reservation, we can see that you did call us twice on February 13th. The first phone call was looking for a direct quote regarding the price of your rental due to your conversation with your faince in the background, wondering why you can't book through **** or Budget which you informed him it was "going to be over $400 and ACE is $200." The agent informed you of the price, and you were still discussing where you wanted to rent with your fianc, so you informed the agent that you would call back. 5 minutes later, you did call us back and our agent informed you the price again and requested an email, so your quote could be sent, you provided your fianc's email address, but you did not state he was going to drive the vehicle or be the main driver. Our agent did provide you with our terms and conditions, which does state" All additional drivers are subject to a $12.99 per day, per driver Additional Driver fee. Spouses are considered additional drivers and are subject to fees. At this time, all charges are valid, and no refunds will be issued. 

• Initial Complaint

  Date:02/17/2025

  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 rent a car with ACE for 6 days from Feb5 to Feb11 in total $109.43, but eventually they charged me $409.43, $300 extra and didn't refund me back. That's ridiculous and unacceptable. They are a scam company!

  Business Response

  Date: 02/18/2025

  Hi Ke, 

  We have refunded you back 300 USD on February 17th and it should arrive in your account within 7-14 business days. I have attached the refund receipt as confirmation, please let us know if you have any questions or concerns. 

• Initial Complaint

  Date:02/15/2025

  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.

  So I rented a car from Ace Rental Car for the period of 2/5/2025 and returning on 2/10/2025. Upon pickup of the car I was given the option to pay $14 additional per day ($70 total) for any tolls I might incur while driving in ******. The *** NEVER made mention that if I declined this optional fee(which I did) that I would be charged a $15 administrative fee each day I passed a toll. No matter how much the tolls are. My tolls for the 5 days totaled $37.42 but Ace charged me a $45 admin fee! When I called about this the *** said they would not waive it since I declined the toll coverage and the admin fee was clearly stated in my contract. But the *** NEVER informed me of this. This is a scam. I was going to pay DOUBLE the amount of my tolls regardless of what option I took. Every other car rental company I have used in the past has always forwarded the tolls directly to me. This company is unethical and unfair in their practices to their consumers. I feel that they were deceptive in not informing me of this admin charge but no matter what I was going to overpay for these tolls. They need to explain the toll pass more accurately but I also feel they need to lower the price closer to where the actual tolls are. They are making money not just off the rental but also on the toll fees which is ridiculous.

  Business Response

  Date: 02/18/2025

  Hi *****, 

  On the legal rental agreement you signed, it states "You decline the daily ************* and you agree not to drive through automated express toll lanes. Customers who do not purchase the daily ************ for their rental vehicle but use cashless toll lanes without another payment method approved by the tolling authority, will be charged an administrative fee of $15 per day, plus the cost of each toll at the toll authoritys highest undiscounted rate ($90 max admin fee per rental agreement)." I have attached the legal document that was provided to you as confirmation. All charges are valid and no refunds will be issued. 

  Business Response

  Date: 02/18/2025

  Dear BBB, 

  We formally request for you to close this case due to the customer stating they were not aware of the 15 USD per day charge for tolls but on the signed legal rental agreement (attached) it states ". Customers who do not purchase the daily ************ for their rental vehicle but use cashless toll lanes without another payment method approved by the tolling authority, will be charged an administrative fee of $15 per day, plus the cost of each toll at the toll authoritys highest undiscounted rate ($90 max admin fee per rental agreement). Thank you for your consideration.

• Initial Complaint

  Date:02/08/2025

  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.

  Date of transaction: 11/20/2024 Charge: $251.10 Ace Rent A Car in Maui a fictitious charge with lies attached; forcing to purchase an optional car rental coverage and threats of not renting if this optional coverage is not purchased. Rental company refused to rent car to me unless I bought their liability insurance. Said I had to buy it or they would not rent the car. Paperwork says it is an optional service. I messaged the company online and they said if we provided proof of our own car insurance they would refund. I have called Ace Rentals in Maui 5 times and they have not returned my calls. The calls were made on: 11/20/2024 x 3 calls, 11/23/2024 x 2 calls, 11/26/2024 x 1 call. All these messages were left with an actual person, not a voicemail. Each time I requested to speak to the manager, the manager was away from the office, and the employee would give him the message. The manager only returned my call 1x on 11/23/2024 but due to my work in the *** at a hospital I was unable to take the call. I returned his call later in the day on 11/23/20224 but could not reach him and left a message. Then no returned call. According to Hawaii state law, national car rental companies dont require renters to purchase or show proof of insurance. It is the renters responsibility to ensure they are properly covered. When I rented the vehicle, I asked the car rental company about using my own individual car insurance and was told by the car rental company personal car insurance does not cover car rentals. I had checked with my own car insurance and they indeed do cover car rentals (USAA). The car rental company never allowed me to show proof (which is not required) of my insurance that they would cover the car rental. The rental contract states the *********** is optional. When the car rental company threatens to not rent a car if I dont purchase their product, that is fraud. The contract was paid in full prior to reservation with no cancellations allowed.

  Business Response

  Date: 02/10/2025

  Hi ******, 
  In our terms and conditions, it does state that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. Customers may use their own personal coverage, but they do need to provide supporting documents at the time of pickup to apply it to their account. Unfortunately, since this reservation was over 2 months ago, we cannot look into this matter or provide any further assistance regarding this matter. 
  

  Business Response

  Date: 02/10/2025

  Dear BBB, 

  We would like to formally request for you to close this case since the customer is contacting us about a refund for their reservation back in November. The customer did not read over our policies which states full coverage insurance is mandatory to rent our vehicles. Thank you for your consideration.

• Initial Complaint

  Date:02/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was lied to purposely solely for a commission. Was told I could not use my own auto insurance and the insurance was not optional. The contract clearly states the insurance is optional. Was contacted by Ace who state they watched the recording and I never asked if I could just use my own insurance. I asked several times. Once I realized the contract said it was optional I called back and was told yes I could use my own insurance but would need to bring the car back for an inspection and have a new contract drawn up. I was purposely lied to by the desk worker so that my rental would be more than I was quoted. The rental doubled in price due to the insurance I was forced to buy and the gentleman laughed and said well you got a good rate. The good rate did not make up for the fact I was lied to and forced to buy something when it clearly states optional once they print out the contract for you. After leaving a review, they reached out to me, stated they watched a recording and I never once asked to use my own insurance, that I signed the contract and was not lied to. This is deception and its purest level. This is a company who incentives their employees to sell car rental insurance with commissions, and then calls you a liar to cover their employees backs! I have used many car rentals and never once been told my own insurance is no good there! They were also very quick to get me to sign documents even when questioning the documents length at time of signature would have required hours to read. The only positive about the company was the car was in very good shape and the staff who gives you the car and does the inspection were very pleasant to deal with. The vehicle only had eight thousand miles on it but did have a strong cigarette smell to it which I could not stand but with the windows rolled down was able to be inside the vehicle. I just want to know why it is acceptable to lie to customers then proceed to come back and argue and lie more stating you listened. NOT

  Business Response

  Date: 02/10/2025

  Hi *****, 
  After looking further into this matter, we can see that you have contacted Corporate in regard to the insurance that was charged for your reservation. Our corporate agent did open up a ticket and got in touch with the location manager to look further into this matter and after looking over the footage, you did not state you had your own insurance or/and provided proof of your insurance at the front desk. The agent at the front desk did ask if you would like to purchase our protection package or just collision to cover the vehicle, and you stated just collision and then the agent proceeded to provide you with the cost. At this time, all charges are valid, and no refund will be issued at this time. 

  Business Response

  Date: 02/10/2025

  Dear BBB, 

  We formally request for you to close this case, we have review the footage regarding the customer's complaint. Camera was reviewed. At 7:10 pm the rental agent asked them: do you want the protection package or just cover the car through collision?. Customer answered: "Just collision". When ********************** agent disclosed the amount, he asked how much collision is?. He did not mention his own insurance; he did not show proof of coverage. 7:14 pm customer was signing up for ***. Thank you for your consideration. 

  Customer Answer

  Date: 02/10/2025

  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 asked multiple times if I could use my own insurance, was lied to, if you really reviewed the tape you would see I did ask why I couldnt use my own insurance when I have before to which the agent stated all rental car providers are different. 
  
  Regards,
  
  ***** *********