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

  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:02/07/2025

  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.

  Rented a car from ACE car rental at ********* Airport and did walk around before the car was rented and also after. The attendant cleared the car upon return. Nothing was done to this vehicle while in my care and there were no damages at all. Five days afterward my deposit is not returned and i can't get anyone to answer the phones to provide any type of explanation or proof. This is inexcusable and i will never rent from them again.

  Business Response

  Date: 02/10/2025

  Hi *****, 

  We have attached your final invoice that breaks down all the charges made to your reservation. As you can see, you were charged for damage to the vehicle and that is why you have not received your deposit back. If you would like to dispute the charges and request a refund, you will need to contact our claims partner, *************, by email at **************************************************** or by phone at ************ for any further assistance since a claim has already been opened. 

• Initial Complaint

  Date:02/06/2025

  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.

  I reserved a car through ******* for my ******* family vacation. ******* stated the entire cost would be $202.61 including ************* Upon arrival I was told the total would be $440.67 with very little explanation. I was told that I had to secure the insurance through Ace as it was a law in *******, which is not true. They never asked me if I had full coverage insurance that I could have use. They double charged us on ************* put a charge of $50.00 for a change in our reservation which never occurred. When I asked questions of the agent they said "Welcome to *******" and that "Expedia doesn't include all taxes and fees". I can understand the plate pass charge for the tolls on the highway but I have been more than double charged for this. I have tried to work with ******* who initially was tyring to help but ended up not assisting. I have tried to work this out with Ace and they stated that the charges stand. I think it is upscene to quote a price and then more than double the charge when you arrive. I have filed a complaint with my credit card, as you cannot double charge ************* More than anything I want the Better Business Bureau to know that this is occurring with Ace Rental in ******* and warn others of this experience.

  Business Response

  Date: 02/07/2025

  Hi Tess, 
  The price you see online is for the vehicle itself. It does not include the refundable security deposit and additional add-ons like insurance (if needed), toll pass, pre-paid fuel, etc. I have attached your final invoice, and it looks like you purchased full coverage insurance and a toll pass. In our terms and conditions, it means that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. Customers may use their own personal coverage, but they will need to provide a declaration page that states they have those policies as well as it covers rental vehicles. At this time, all charges are valid, and no refunds will be issued.

  Customer Answer

  Date: 02/08/2025

  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 rate from Expedia includes taxes & fees, you have double charged me in fees. The rate does not even match what is on *******. Also, what is CDW $87.96? 

  I have full coverage insurance and when I asked about the insurance I was told by your staff "It is a law in ******* that you have to have it". No one asked me if I could use my insurance or if I was willing to share it which I was and when I was in the office there were multiple people arguing with the staff about the insurance coverage. And the response was that it was "required by law", which is not true in *******. As long as you have full coverage which I have. Insurance is also an option in Expedia which we did not select, your staff added it without permission. When I tried to get an explanation of why it was more than double than what we reserved it for. I was told by staff "Welcome to *******" and no way to change any of the charges. The $200 refundable deposit that you're talking about is not included in the Expedia, which I understand. But I reserved this car for $202.61 including taxes & fees, I added the plate pass for $47.96 which would have brought the total to $250.57. You overcharged me by $190.10. Also, you shouldn't offer a "free shuttle service" and then charge for it. 

  Your business doesn't post pricing honestly on ******* which again states "includes taxes and fees". You falsely market your pricing, and then illegally force people to take your insurance without asking them for any proof or what kind of insurance they have. Which both are not only sketchy but illegal. 

  
  Regards,
  
  **** *******

  
  

  Business Response

  Date: 02/10/2025

  Hi Tess, 

  We highly encourage our customers to look over our terms and conditions before booking our rental vehicles because it does state that full coverage insurance (Collision AND Liability) iis required to rent our vehicles. Customers may use their own personal coverage, but they must provide supporting documents at the time of pick-up to apply it to their reservation. The price you see online is for the vehicle itself. It does not include the refundable security deposit and additional add-ons like insurance (if needed), toll passes, pre-paid fuel, etc. At this time, all charges are valid, and no refunds will be processed. 

  Business Response

  Date: 02/10/2025

  Dear BBB, 

  The customer stated that they were not aware of our policies meaning that they did not look over our terms and conditions before renting our vehicle. We have already informed the customer about our terms and conditions, and they are still contacting us about a refund. I have attached our policy and the specific section which states all the insurance requirements to rent our vehicles. We would like to formally request for you to close this case, thank you.

  Customer Answer

  Date: 02/19/2025

  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 pulled the policy from Expedia from Ace and what is listed under insurance. It is attached for your review, which does not align with the screenshotted policy they attached. It does not state that insurance is required. I was told it would be $202.61 to rent a car with Expedia and I was charged $440. On their own contract it states, "Optional Supplemental Liability Coverage". ******* also states that all taxes and fees are included in the rental, so how did my price go up 60%? They never asked me for full coverage, and when I asked about it, I was told "Welcome to *******". I would have gladly given my insurance information, but their employees don't take the time to explain anything to you or go over any documentation. They added insurance to my reservation although I had not signed up for it. Nowhere on ******* when renting a vehicle from them does it state this is a requirement. In fact, Insurance is listed as optional. 

  They didn't answer what CDW is on the receipt, or the other multiple fees I was charged. I understand the Plate Pass and agree to pay that. The other items were never explained to me, and this rental was falsely advertised.

  I want others to be warned when renting from Ace, especially through Expedia that this is a scam, and they will charge you at least 50-60% more than what you agreed to. 

  
  Regards,
  
  **** *******

  
  

• Initial Complaint

  Date:02/04/2025

  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.

  When I picked up my rental car, I inquired about an additional ******* The ***** **** told me it would cost $10 per day. I told him I would need to swap drivers in the middle of the rental, and he told me it was ok to swap without any additional cost. It is easy, and I can just move to the front of the line without waiting to ask for the name to be changed. Then he asked me for an additional driver's license. I provided an international license for my brother-in-law and said my auto insurance will cover him because it is under permissive use. And he gave me the vehicle. Then, after 3 days, the vehicle had the lane assist system light and collision mitigation light lit up, and the vehicle could not be moved for 3 hours. Then the engine light lit up. So we returned the vehicle to swap a new vehicle and asked to swap the ******* Then the supervisor, *****, said that for me to swap drivers I needed to provide proof of insurance with the driver's name. I told her the previous ***** did not need it and said I could just swap the ******* She did not allow me to swap the driver and insisted I needed to show proof of insurance. (I took an audio recording of it) The new driver also uses an international license just the same as the first ******* If the first ***** does not let me add the driver because there is no proof of insurance, then I will not add drivers at all and will drive the rental myself and let my brother-in-law drive my car. So I paid for an additional driver and did not receive the benefit of it. Therefore, I am asking for a refund of $150 plus tax also compensation for the 3-hour wasted time because of the vehicle problem. I kept calling, but the manager did not return my call, and no one could address this problem for me. The phone ***** just told me he would put in the request, but the manager will not call me back! Please help.

  Business Response

  Date: 02/04/2025

  Hi ********, 

  After speaking to the location manager regarding your rental experience and the additional driver fee charged made to your reservation, we have issued you a refund of that charge due to you not being able to receive the benefits. I have attached the refund receipt and final invoice as confirmation, and it should be in your account in 7-14 business days. If you have any questions or concerns, please email us at ************************************* and we'd be more than happy to assist you. 

• Initial Complaint

  Date:02/03/2025

  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.

  Hi there I wanted to let you know that the guy who helped me rent a car charged me an additional $40 for SLI. I told him I was covered under a plan I bought, my credit card and my own personal insurance so I did not need supplemental insurance- he informed me this insurance was free. When I got my paperwork, he again insisted I had not been charged $40 despite it saying it on my agreement.This is not about the $40, this is about the fact that your sales person is extremely dishonest and I called him on it several times and he continued to lie to my face. Totally unacceptable.Feel free to call me to discuss and hopefully remove these charges. You will note it says I got a brochure which I definitely did not get nor ******* number is ********** My best,*******

  Business Response

  Date: 02/07/2025

  Hi *******, 

  After speaking to the location manager, he did look over the footage and you did provide your own insurance at the front desk and pulled your information on your phone. The agent did acknowledge your insurance but then explained to you all the benefits and coverages ACE Rent a Car can offer to our customers. You then decided to purchase the insurance through *** at the front desk because of the benefits and signed the rental agreement which states all the coverages and add-ons that were put on your reservation. At this time, since you did agree to the additional add-ons and insurance, all charges are valid, and no refunds can be issued. 

  Customer Answer

  Date: 02/07/2025

  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 want to see the footage and see myself show the coverage on my phone. I want to know if this footage has been reviewed by anyone except the manager and also if the manager is the one who rented me the car?

  this version of events is absolutely untrue and if someone actually reviews the footage they will see at no time did I show my phone.

  paperwork also indicates that I received a brochure detailing the insurance- I sent my paperwork and there is no brochure attached. You manager is lying and a quick footage review will prove this.

   

   
  Regards,
  
  ******* *******

  
  

  Business Response

  Date: 02/10/2025

  Hi *******,
  After further investigating this matter with my manager at *** Corporate and the location manager, 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; this customer has contacted us separately regarding this matter and we have contacted the location manager and looked over footage. The customer did not provide their own personal coverage and all charges are valid. Thank you for your consideration. 

  Customer Answer

  Date: 02/12/2025

  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. 
  
  Consumer emailed BBB a copy of an email sent to ACE regarding the charges on 2/23/25. Consumer alleges she did not receive a reply. See email thread (attached)
  
  Regards,
  
  ******* *******
  

  Business Response

  Date: 02/12/2025

  Hi *******, 

  Our ACE Rent a Car ****************** Care Manager did email you on February 11th at 9:49 AM to further discuss this matter. Since you have stated to Corporate you will be taking legal action and filing a small courts claim, we can no longer offer any assistance at this time

  Business Response

  Date: 02/12/2025

  Dear BBB, 

  We are formally requesting you to close this case, our managers have been in contact with the customer for more than a week now (email attached) and the customer has taken legal action against this matter. Since legal action has been stated, we can no longer look into this. Thank you for your consideration. 

  Business Response

  Date: 02/12/2025

  Dear BBB, 

  We are formally requesting you to close this case, our managers have been in contact with the customer for more than a week now (email attached) and the customer has taken legal action against this matter. Since legal action has been stated, we can no longer look into this. Thank you for your consideration. 

  Customer Answer

  Date: 02/12/2025

  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. 
  
  Ace rent a car said I didnt contact them until after the rental was over to tell them I was charged at pick up. I sent documentation to ACE proving I reached out to them on 2/3/2025 and that I received a blank message back from ***** ***** about 45 minutes later and again followed up with customer service but received no response.

  If they reached out on 2/11/25, as they say, that was long after the rental had ended and is testament to the fact that they did not try to assist me with this matter until the rental was done. Totally at odds with other emails they have sent where they insist I knowingly took insurance after showing the agent my personal insurance (this didnt happen).

  This company engages in fraud.

  
  Regards,
  
  ******* *******

  
  

• Initial Complaint

  Date:01/27/2025

  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 paid $91.78 for a car rental from ACE at FLL airport through Economy Booking. At the airport I added an additional driver ($11.99/day) and an easypass ($11.99/day). The total should have come to $166.72 plus tax however I was charged an additional CDW Premium, PAC, and Concession Recovery Charge along with several minor fees bringing the total to $262.19. I would like to know why these fees were not disclosed in advance! I don't know who was dishonest here - Economy or ACE - but I do expect a refund! Additionally, the car I received had a major issue with acceleration and a check engine light which I notified them about upon getting the car but they told me was not an issue. I reached out to ACE's manager ***** ************************************** but received no reply.

  Business Response

  Date: 01/28/2025

  Hi *******, 
  The price you see online is for the vehicle itself, it does not include the refundable security deposit and additional add-ons like insurance (if needed), toll pass, pre-paid fuel, etc. We have attached your final invoice that breaks down all your charges, it looks like you were charged for additional insurance in which you did agree upon at the time of pick up and signed your rental agreement. We have attached your rental agreement as well as confirmation. At this time, we will not be issuing any refunds at this time. 

  Customer Answer

  Date: 01/28/2025

  I never requested additional insurance! My insurance covers rentals. Someone behind me on line pointed out that they ask if you would like to decline "additional" insurance but they don't tell you that they mean to include "basic" insurance. That is deceptive and I demand that it be refunded! 

  Customer Answer

  Date: 01/30/2025

  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.]

  I never requested additional insurance! My insurance covers rentals. Someone behind me on line pointed out that they ask if you would like to decline "additional" insurance but they don't tell you that they mean to include "basic" insurance. That is deceptive and I demand that it be refunded! 
  
  Regards,
  
  ******* *****

  
  

  
  

  Business Response

  Date: 01/30/2025

  Hi *******, 
  After further investigation and contacting the location manager, we have issued a refund of ****** for the insurance that was charged at the time of pickup. We have attached a copy of the receipt as confirmation, and it should arrive back get into your account in 7-14 business days. Thank you for your patience with this matter and if you have any other questions or concerns, please reach us by email at ************************************** and we'd be more than happy to assist you. 

  Customer Answer

  Date: 01/30/2025

  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 HOWEVER this practice is deceptive and punitive measures should be used to prevent this company from doing this again to other unsuspecting customers!
  
  
  

  Regards,

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

• Initial Complaint

  Date:01/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a car on 11/27/2024 for four days Jan ***** through ********** the total charge I was supposed to pay was $158 at pick up before any options. When I arrived first the agent tried to tell me they didn't have what I reserved and tried to up sell me to pay an additional $400 for another vehicle I said no so then all of a sudden they have my vehicle and then the agent tried to scare me by trying to get me to believe the car wouldn't work for the short snow storm they had when I was only 30 min away, so then all of a sudden my total is $300.03 and Not $158 so as I questioned the total I assured them I had damage waiver through my credit card and was told I had to put liability on the vehicle for an additional $95.96 I wasn't given any other options which I found weird and not give an option to decline. I question how my taxes went from $75.08 to $113.15 and the blame was put on the state. It was late so I had no time to continue to discuss so I accepted as I feel I had no choice, then I get to the vehicle it's covered in ************ the gas wasn't full as stated and they had a brush that wasn't long as my arm and I had to clean off the vehicle and sit to wait for it to warm up, then I get insulted by the agent telling me I should know what's on my card like I don't know my credit limit which is $14,000 like I look like I couldn't afford the cost.

  Business Response

  Date: 01/24/2025

  Hi *******, 

  In our terms and conditions, it does state that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. After looking further into your reservation, we can see that the insurance your credit card provides was applied to your reservation. Third Parties can only offer Collision Coverage to customers but cannot provide Collision AND Liability coverage. I have attached your final invoice that breaks down all the fees/taxes that was charges to your reservation. At this time, all charges are valid, and we will not be issuing a refund for the liability coverage. 

  Customer Answer

  Date: 01/24/2025

  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.]
  I always use my personal insurance to cover rentals and my CC for damages waiver, I was given no option I have provided the receipt showing taxes, I was told the state raised my taxes which doesn't sound accurate. Why did I not have an option to choose my coverage and trying to up sell me and scare me into getting what I didn't reserve saying they didn't have what I requested and a not full tank but I returned full photo included of starting gas level 
  Regards,
  
  ******* *****
  

  Business Response

  Date: 01/27/2025

  Hi *******, 

  In our terms and conditions, it states "Proof of FULL INSURANCE COVERAGE (collision and liability) that will transfer to the rental vehicle must be provided at the time of rent." At the time of pick up, you did not provide or state to the agent at the front desk that you had your own personal coverage and had supporting documents. We highly encourage our customers to look over our policies so there are no confusions at the time front desk. At this time, all charges are valid, and no refunds will be issued. 

  Business Response

  Date: 01/27/2025

  Dear BBB, 

  We formally request you to close this case due to the matter that the customer was not satisfied with our policies and did not look over our terms and conditions. This customer is trying to dispute charges of mandatory insurance that was needed to drive our rentals and did not provide any supporting documents to the agent to show they had their own personal coverage. All customers are provided a breakdown of the charges made to their reservation (Rental Agreement) when they are handed over their keys. Thank you for your consideration. 

  Customer Answer

  Date: 01/29/2025

  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'm 52 yrs old I have been renting vehicles for 30 plus years I read all terms and conditions when I brought up my own coverage I was told I could not use my own and I had to purchase theirs. I alerted the agent that I always use my own I was not giving that option I'm disputing charges that I feel we're trying to upsell me just as they were trying to get me into a different vehicle than I did not rent telling me they did not have what I have requested I would not be pushing so hard but I will scammed for trying to make an upsell told that I had to do everything through them that's why I was there so long because I was questioning everything taxes telling me the state raise my taxes and they did not and the option of using my own insurance
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:01/14/2025

  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.

  On 12/27/2024 I rented a car through Priceline from *** for approximately $105. Priceline sent me an email stating I would need to provide a physical copy of my car insurance, so I printed it out and brought it with me. When I arrived at the establishment, I was told the car I rented was a versa, so I upgraded at a cost of $15 a day, or $45 for the three day rental. The girl at the counter was very friendly, and we chatted about what I was going to do and where I was staying. At no time did we discuss any additional insurance or fees. She had me initial what she said was my waiver which I took to mean waiver of the insurance they try to sell you ( Yes I know, shame on me for not reading it). When I got to the car, my wife noticed that I had been charged for insurance. She sent me back to tell the lady to take it off. I went back in, but was told it was mandatory and I had to have it. I came out and told of my wife; she stated she would handle it when we got home.Upon returning home, my wife contacted Ace and received the following response(see supporting documents). At no time was I EVER asked for proof of coverage, which I had, and also I later realized they charged me for roadside assistance, which I definitely did not need. I have included their bill, Pricelines bill, and correspondence with Ace

  Business Response

  Date: 01/16/2025

  Dear ******, 

  Thank you for taking the time sharing your rental experience at our ********* location and the insurance charges made to your reservation. After looking further into your reservation, we have refunded you back the insurance that was charged at the time of pick up. I have attached the refund receipt that shows a refund of ****** and it should be in your account in 3-7 business days. If you have any other questions or concerns, please email us at ************************************* and we'd be more than happy to assist you. 

  Customer Answer

  Date: 01/22/2025

  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:01/13/2025

  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.

  Car Rental from Oct. *****, 2024 from ACE; Am being charged an administrative fee of $50.00 for trip south and north on California highway for a total $100.00 because I did not have a tag saying that the toll fees would be paid automatically. Note that I paid the toll road fees directly to *********. I paid $25.43 as a guest on my MC, violation confirmation #*********** on Wed. Nov. 20, 2024, and spoke with ***** Re violations ********* and *********. Note because I did not receive any calls back from Ace, I turned to CVMSD. I paid the toll directly to them. NO ONE EVER said anything about any administrative fees or being given the opportunity to get a toll road tag at the rental agency or from *****. Had I known to purchase a toll road tag, I would have done so. As far as I'm concerned this is just a sneaky way of the ACE rental car agency to get more money for their rental. It was late and dark when I picked up the car and no one said anything. I took out all the insurances, etc. Had anyone said anything I would have paid for a toll tag. They should not be allowed to take advantage of unsuspecting customers and not returning phone calls. Please get them to waive the $100 administrative fee and to demand that they not treat any other customers in this underhanded sneaky way. Thank you.

  Business Response

  Date: 01/14/2025

  Hi *******, 
  Unfortunately, we cannot waive the administrative fee because our LAX location does not offer a toll pass for customers at the front desk. All tolls must be paid through ***** in which customers will receive an email or text message from that business that gives them access to pay the funds. If funds are not paid in a timely manner, then the location is responsible for pay paying it and there will be an administrative fee. If you did not receive any information from *****, then you will need to contact their customer support for further assistance. If you have any questions or concerns, please email us at ************************************* and we'd be more than happy to assist you. 

  Customer Answer

  Date: 01/27/2025

  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.]

  I left a long message on your phone in response.  Short version:  Ace RendtA Car is, in my opinion, a scam and violates the Truth in Advertising laws and the American Disabilities Act.  I am 76 years old.  They admit that they don't have access to a California tag for their renters and they don't tell you that you need one.  Instead, buried inside the agreement is the line that there is an administrative fee of $50. for each "fine".  The problem is that there is no fine.  I paid the fee directly to the California Motor ************** when Ace did not answer my phone calls (2 of them).  So there is no fine, no late fee.  They just want an extra $100. above and beyond what I agreed to pay and paid.

  I believe this violates both laws and they should waive their ridiculous fee which they don't tell you about and which they cannot accommodate you.  Thank you for responding to this.

  
  
  Regards,
  
  ******* ********

  
  

• Initial Complaint

  Date:01/13/2025

  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.

  On 12/03/2024, I called ACE Rent A Car to reserve a vehicle. I informed the representative, that I will be traveling to *******. I told him their website says travel in ********** and ***************. He stated no problem, you have unlimited miles. He did not state that I will be charged for travel out of state and it wasn't on their website. He sent me an email with reservation for 12/14/2024-12/18/2024 for $82.43. On 12/14/2024, I went to ACE Rent A Car and the representative greeted me and my mother on a screen by Zoom (something like that). I gave him my reservation number and he asked me where was I going, I told him I was going to *******. He said I was approved. He did not tell me that I would be charged an out of state. However, he did tell me the different types of insurances and asked me did I want insurance coverage(s) and he told me the cost. He told me that I would be responsible for tickets, tolls. I added insurance and my mother as another driver. The cost went up $258.54. The signing of the documents was electronic. I took the vehicle thinking everything was ok. When I returned the vehicle on 12/18/2024, I was charged $428.04. This charged included a driving out of state fee that was never disclosed online or by either representative. This is deceptive practices. The business is not being truthful or forthcoming with their charges. I tried to resolved this matter three times with ACE Rent A Car. Their last response was, "we regret that you were not aware of these policies prior. However, everything that you need to know to be best prepared for the rental process is on ************************ when you search for the location that you would like to rent from: LINK. The terms and conditions will address all of your concerns, and we do recommend reviewing them prior to renting, so there are no surprises later. This response is unacceptable. I request refund of the out of state charges and fees associated with those charges.

  Business Response

  Date: 01/14/2025

  Hi Serina, 
  Unfortunately, we will not be able to issue a refund for the charge since it does state in our terms and conditions under "Geographical Restrictions" that "Vehicles are restricted to the states of ********** and ***************. Travel to ****** is permitted with additional ***************** purchased at the counter." I have attached a screenshot of our terms and conditions page as confirmation. We do expect our customers to look over our policies before booking our rentals so there are no confusions during their rental experience. If you have any other concerns or questions, please email us at ************************************* or by phone at ************, and we'd be more than happy to assist you. 

  Business Response

  Date: 01/14/2025

  Dear BBB, 

  We formally request for this case to be closed due to the customer stating that they travelled to ******* when in our terms and conditions it does state that Vehicles are restricted to the states of ********** and ***************. They have admitted they did not read our policies and still expect a full refund. Thank you for your consideration. 

• Initial Complaint

  Date:01/10/2025

  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.

  I rented a car from ACE Rent a Car from December 29th, 2024 to January 1st, 2025. On January 6th, 2025, I received a damage assessment from ACE Rent a Car that sought thousands of dollars in payment for significant damage that had already been there when we received the rental. The claimed damage included wheel rash, a front bumper repair, a suspension alignment, and a wheel skirt replacement, as well as other things. In addition to the premise of the claims being fraudulent, some of the prices quoted for repairs on the pre-existing damage was astronomical compared to the actual price of materials ($1400+ for a replacement wheel for which the *** version only costs $200-$450).When I reached out for assistance from ACE, they told me there was nothing they could do. Even after I provided clear proof that the damage was pre-existing via a video I took before accepting the car, ACE and their associated damage adjuster (Rockport Auto) refused to amend the situation. ************* has avoided and ignored any and all communications from my insurance adjuster at ***** as they attempted to dispute the fraudulent claim and work to resolve the matter, even though ************* opened the claim with them.

  Business Response

  Date: 01/13/2025

  Hi *******, 

  Unfortunately, since a claim has been opened from ********; we cannot offer any assistance at this time. For further assistance please contact ************* Claims by email at 
  **************************************************** or by phone at ************. 

  Business Response

  Date: 01/13/2025

  Dear BBB, 

  We formally request for you to close this case due to the matter that customer service does not have access to further assist any opened damage claims. The customers will have to contact their insurance and damage claims partner for further assistance. Thank you for your consideration. 

  Customer Answer

  Date: 01/13/2025

  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 company in question (ACE Rent a Car) states that cannot assist with my situation because they have opened a claim with an auto damage adjuster (Rockport Auto Claims). The issue here is that Rockport refuses to acknowledge the clear evidence (a video and photos I took before I took collection of the car) that display that the damages to the vehicle were pre-existing. In addition, Rockport Auto Claims has either been slow to respond or entirely unresponsive to both myself and my insurance adjuster.

  I feel ACE has a responsibility to remedy the situation due to their use of Rockport Auto Claims as a third party adjuster. If ************* is making fraudulent claims on behalf of ACE Rent a Car, then the least ACE Rent a Car could do is offer to help resolve the situation.

  Regards,
  
  ******* *******