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

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  Aligo Rent a Car

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

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  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

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  ACE Rent-a-Car

  549 South St New Britain, CT 06051

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  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:01/07/2025

  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 writing to file a complaint regarding Ace Car Rental and their handling of my refund request. Below are the details of the issue:On December 22, 2024, I made a reservation with Ace Car Rental through the third-party app, ******. The reservation number is HOV16822933, and the total cost of the booking was $287.88.Upon speaking with an Ace Car Rental ***resentative in person, I was informed that my intended destination was not a permitted geographical location under their policies. This critical information was not disclosed prior to making the reservation on the third party app. As a result, the rental could not be completed.The ***resentative in person assured me that I was entitled to a full refund due to this limitation and the fact that I had not signed a policy or agreement. However, when I reached out to Ace Car Rentals customer care to request written confirmation of the refund, my request was unfairly denied. Despite the verbal assurance from their ***resentative, I was left without proper documentation or any follow-up confirming my refund. Additionally they are charging ****** for a rental that was not completed.I believe this situation is both unfair and misleading, as ****** did not disclose Ace Car Rentals geographical restrictions upfront and Ace not having the integrity to uphold word of their *** and has since made it unreasonably difficult to secure a refund I was promised.I respectfully request your assistance in resolving this matter and ensuring that I receive the full refund of $287.88 as promised. I also hope this complaint prompts Ace Car Rental and ****** to improve their transparency, integrity and customer service practices.

  Business Response

  Date: 01/08/2025

  Hi JoVantreis, 
  After looking further into this matter, the pre-payment you made was through ******. In regard to the funds, we did refund you back the funds that were charged at the ACE RENT A CAR COUNTER but the payment you made through ******; you will need to contact their customer support. We inform all of our third parties that they may refund the customer, but since you requested to cancel the reservation because of the Geographical Restrictions that it states that matters in our Terms and Conditions, we will still be charging ****** for the booking due to loss of funds and service.

  Business Response

  Date: 01/08/2025

  Hi JoVantreis, 
  After looking further into this matter, the pre-payment you made was through ******. In regard to the funds, we did refund you back the funds that were charged at the ACE RENT A CAR COUNTER but the payment you made through ******; you will need to contact their customer support. We inform all of our third parties that they may refund the customer, but since you requested to cancel the reservation because of the Geographical Restrictions that it states that matters in our Terms and Conditions, we will still be charging ****** for the booking due to loss of funds and service.

  Business Response

  Date: 01/08/2025

  Hi JoVantreis, 
  After looking further into this matter, the pre-payment you made was through ******. In regard to the funds, we did refund you back the funds that were charged at the ACE RENT A CAR COUNTER but the payment you made through ******; you will need to contact their customer support. We inform all of our third parties that they may refund the customer, but since you requested to cancel the reservation because of the Geographical Restrictions that it states that matters in our Terms and Conditions, we will still be charging ****** for the booking due to loss of funds and service.

  Business Response

  Date: 01/08/2025

  Hi JoVantreis, 
  After looking further into this matter, the pre-payment you made was through ******. In regard to the funds, we did refund you back the funds that were charged at the ACE RENT A CAR COUNTER but the payment you made through ******; you will need to contact their customer support. We inform all of our third parties that they may refund the customer, but since you requested to cancel the reservation because of the Geographical Restrictions that it states that matters in our Terms and Conditions, we will still be charging ****** for the booking due to loss of funds and service.

  Business Response

  Date: 01/08/2025

  
  Dear BBB, 
  We formally request you to close this case due to the fact the customer has been contacting us since December 24. We have informed the customer that the pre-payment they made online was through ******, and they would need to contact them to request a refund. It looks like ****** informed the customer that they would not refund them back because ACE is still charging them for the booking. The reason we are still charging ****** is that the customer was not aware of Geographical Restrictions and requested to cancel the reservation at the front desk. We provide all the necessary information to our third parties, so customers can look over our terms and conditions. Due to the cancellation, because the customer did not read our policies, we lost service and payment, which is why we are still charging ******. Thank you for your consideration.

  Customer Answer

  Date: 01/14/2025

  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. 
  
  Thank you for taking the time to look into this matter further. However, I must clarify a few key points regarding my experience at the ACE Rent A Car counter. I was never refunded by Ace. The rental representative never carried out my reservation. I did not request a cancellation. When I arrived at the counter, I was informed by your rental representative that a rental could not be completed due to geographical limitations of the company. This detail was not clearly stated in the ****** policy provided to me during the reservation process, making it impossible for me to have been aware of this specific geographical limitation/ restriction beforehand. It was impossible to receive a refund at the ACE counter because I had not authorized any transactions directly with ***. My payment was processed entirely through ******, and your team member advised and assured that the reservation would be reversed via a note added to the ticket request and a refund from ****** was the resolution at that time.
  I understand your policy regarding third-party reservations, but it seems unreasonable for me to bear the financial consequences of a policy restriction that was not transparently communicated before booking. Hoppers decision to refund me is directly dependent on ACE Rent A Car not charging them for a rental that was never completed. Despite the rental representative assuring me that a note was added to the system verifying that a refund was due, ACEs decision to still charge ****** contradicts this assurance and prevents a fair resolution. I kindly ask that you revisit this matter and work with ****** to ensure a fair resolution.
  I appreciate your attention to this issue and look forward to your prompt response.
  
  Regards,
  
  Jovantreis ********
  

• Initial Complaint

  Date:01/07/2025

  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.

  *COMPLAINT FORM**Company Name:* Ace Rent A Car *Location:* ***** (MIA) * ******* (MCO)*Rental Dates:* October *****, 2024 *Complaint Summary:*I express extreme dissatisfaction and frustration with Ace Rent A Car's service. Upon returning the vehicle, they claimed I caused a windshield crack, which I haven't seen. Despite protests, they charged me $285.97. They also went through my insurance, attempting to extract every *****.*Issues:*1. *Lack of Transparency:* No evidence provided despite repeated requests.2. *Unjustified Charges:* Excessive charges totaling $285.97 and $771.3. *Poor Communication:* No resolution or discussion available.4. *Unprofessional Conduct:* Blatant disregard for customer satisfaction.5. *Suspected Scam Involvement:* Rockport Auto Claims' questionable practices.*Rockport Auto Claims Concerns:** Lack of transparency * Aggressive communication tactics * Suspected scams *Resolution Requested:*1. Reverse unjustified charges.2. Rectify customer service protocols.3. Compensate for stress and effort.*Signature:* ****** ******** *Date:* 01/06/2025 *Additional Notes:** Multiple attempts to contact Ace Rent A Car unsuccessful.* Unfair business practices suspected.*Recommendations:** Avoid Ace Rent A Car.* Beware Rockport Auto Claims.* Report suspicious activity to FTC and Attorney ********** submitting this complaint, I aim to expose Ace Rent A Car and Rockport Auto Claims' unethical practices and prevent similar treatment.

  Business Response

  Date: 01/07/2025

  Hi Isarael,
  We want to assure you that our main priority is to provide the best quality service to our customers. Since a claim has been made for the damaged car door, you will need to contact our Claims Partner "Alternative Claims" by phone at ************ or by email at ****************************** to dispute the charges and request your deposit back. On our end, there is nothing more we can do regarding this matter. If you have any other questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************, and we'd be more than happy to assist you. 

• Initial Complaint

  Date:01/06/2025

  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.

  Me and my son went to ********* on 1/1/2025 and rented a car from ACE Rent a Car *********. On 1/5 around 5pm, after we filled up the gas tank and reached the ACE Rent A Car ********* office in ********************************. ************, we found the driver side door had issue opening. I was able to get out of the car after restarting the car. The rental car inspector reported this to his supervisor, who told me this must have been our fault, and we somehow broke it. The way he describes it, he says there are only a few ways this could happen, wind, or some one trying to break in, etc. And he promptly pointed to two white spots at the outer edge of the driver side door, and said, some one must have tried to steal the car ( thus causing the issue with openning the door) . On the spot, I showed him the video I took when receiving the rental car, the white spots were already visible, and the supervisor acknowledged that fact. But the car inspector and his adviser still asked me to fill up a claim form and told me they will charge us the security deposit of $300 because of this is our fault. I told them we just filled up the gas tank and saw no issue with the door. We saw no issue with the door through out the trip. But we did see the ****************** Alert on the 2nd day and through out the trip, which means ACE does not properly maintain the cars. But the superviser brushed this off. Shocked at the mistreatment, my 10-year- old was crying and said "we did nothing wrong, why you treat us like this?" ACE rental car is aware that their rental cars are not well maintained, and the subtle issues the cars have, but they use this knowledge to charge their unaware renters the $300 security deposits. We did research and found many similar complains, this business is a threat to consumer trust. The claim report and the $300 security deposit charge is unjust. We should not have to pay.

  Business Response

  Date: 01/07/2025

  Hi ****, 
  We want to assure you that our main priority is to provide the best quality service to our customers. Since a claim has been made for the damaged car door, you will need to contact our Claims Partner "Alternative Claims" by phone at ************ or by email at **************************** to dispute the charges and request your deposit back. On our end, there is nothing more we can do regarding this matter. If you have any other questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************, and we'd be more than happy to assist you. 

• Initial Complaint

  Date:01/04/2025

  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.

  First time renting from ***. It was Christmas time in *********, so there was limited availability of cars from my usual companies. I rent very frequently from all other companies....Budget, ****, ****, you name it. I have my own insurance. For the first time in my life , I was charged the *** fee in the amount of $269 by a rental company. I did not even notice it until a month later on my credit card statement. In the state of *******, this additional coverage is not a requirement when renting but an option , if your own policy does not offer rental coverage. The problem here is, very simply put....the employees at the counter scam the customers by adding this option WITHOUT EVEN VERBALLY ASKING NOR COMMUNICATING ANY INFORMATION WHATSOEVER IN REFERENCE TO INSURANCE. Again, I've rented dozens of times from various companies, therefore I can confirm that every single other company has their employess ask the customers about the insurance. It's no coincidence that the one single one who does not ask, simply adds it onto the bill. Now I'm no expert but , I'm fairly certain this violates some laws or acts here in *******. My original quoted total price was 45% less than my final invoice. Seeing we're talking about such a high amount in additional charges, surely it should've been discussed or at least mentioned by the counter employees. Particularly when that additional charge is very potentially for a product the CUSTOMER ALREADY HAS. Had they asked, I would've confirmed as much, in the same exact way I always do with all the other rental companies. In summation, their utter failure to communicate anything about the insurance, resulted in a very unethical and potentially illegal transaction to take place. I dare to say , it is deliberate they do not ask, therefore yes, it is a scam of sorts. Thank you for reading.

  Business Response

  Date: 01/07/2025

  Hi *******,
  
  Our terms and conditions state that customers must have full coverage insurance (Collision and Liability) to rent our vehicles. It states that customers may use their coverage but must provide supporting documents at pick-up. We highly encourage our customers to look over our policies before arriving at the front desk due to the fact our agents are not obligated to inform customers about every single one of our policies since the information has been provided beforehand. At this time, we cannot offer any refund for the purchased coverage due to not having supporting documents at the time. 

  Customer Answer

  Date: 01/07/2025

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ******
  

  Customer Answer

  Date: 01/08/2025

  I don't know whose response from Ace that was,  but what a disappointment of a customer service representative for the company you are, truly. You say you encourage your customers to read the terms before arriving....but what about the company training the employees to guide the customer through the process in a transparent yet efficient way , like all your competitors do? Because that would be the proper and ethical thing to do , and you know it but you are trying to justify the highly unethical business model Ace utilizes. It is a very one-sided concept you suggested , deliberately so, with the very clear motive to rip off your customers. How ignorant do you believe your customers to be that they do not notice the underhanded scam here, but after the fact  ? Your suggestion to your customers is the exact equivalent of you saying that if the customers do not speak up  , Ace will overcharge them by default. So Ace's default  is to rip their own customers off. Wonderful. That was a ridiculous response from a ridiculous person representing a ridiculous company. The very least you could do is return the customer's money who do call you out , if you are going to continue your scam. Very sinister and greedy company. Terrible. Just refund my money you stole already and let's move on. Thank you. 

  Business Response

  Date: 01/10/2025

  Hi *******, 

  Unfortunately, we will not be able to issue a refund at this timer. We highly encourage and expect our customers to look over our policies before booking their rental vehicles so their rental process can go smoothly. If you have any other questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Business Response

  Date: 01/10/2025

  Dear BBB, 

  This customer did not read our policies and did not provide any supporting documents to show proof that they had full coverage insurance. They are still requesting a refund even though they admitted that they did not look at our terms and conditions and did not provide any proof. All charges are valid, and we request for you to close this case. Thank you for your consideration. 

  Customer Answer

  Date: 01/12/2025

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ******
  

  Customer Answer

  Date: 01/12/2025

  So yes I did/ do have insurance, on 2 cars. Both with *****, and all policies with Geico that include any coverage beyond liability extend to a rental car. Please answer these questions in your response...1. Why would you think that I would purposely and knowingly pay for a product I already have and am paying for ? Why doesn't your company implement ethical business practices that would protect the customer from overspending by purchasing policies they don't need and already have? Why are you scamming your customers ? 

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am submitting a formal complaint regarding my recent experience with ACE Rent A Car, which involved both unfair business practices and unprofessional customer service. Despite having my own functional ******* transponder, ACE Rent A Car refused to allow me to register the rental vehicle to my account. Instead, I was forced to choose between paying $100 to rent their transponder or an outrageous $16 per toll. This policy is exploitative and leaves customers without reasonable options for managing toll payments.When I raised this issue, their representative, ********, was exceptionally rude, dismissive, and sarcastic. She went so far as to suggest that I should use my SunPass and still pay toll charges through ACE, effectively double-billing me. Her unprofessional behavior added unnecessary frustration to an already problematic policy.This treatment reflects poorly on ACE Rent A Cars business practices and customer service standards. It is especially concerning for tourists and other customers who may not be aware of their rights. I believe this policy and the behavior of their staff warrant further investigation to protect consumers from similar experiences.I am seeking your assistance in addressing this issue with ACE Rent A Car to ensure greater transparency, fairer policies, and improved customer service.Thank you for your attention to this matter.Sincerely, ****** *******

  Business Response

  Date: 01/03/2025

  Hi ******,
  Unfortunately, we cannot compensate you because all of our rental vehicles already have a Sunpass transporter connected to their license plate. Customers may purchase a sun pass at the front desk, but they cannot provide their own. Thank you for informing us about the rental experience you had with one of our agents, and we want to assure you that we will be looking into this matter. Our main priority is to provide the best quality service to all of our customers and if you have any other questions or concerns regarding our policies, you can always reach us by email at ************************************* or by phone on ************, and we'd be more than happy to assist you. 

  Customer Answer

  Date: 01/06/2025

  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.]

  Dear ACE ************* Team,
  Thank you for your response, but it does not address the core issue I raised regarding your unfair and exploitative toll transponder policy. While I understand that your vehicles are equipped with a ******* transponder connected to the license plate, your refusal to allow customers to temporarily register the vehicle to their own ******* account is neither reasonable nor customer-friendly. This policy forces unnecessary charges on your customers, including an exorbitant $100 transponder rental fee or $16 per toll, which is unacceptable.
  Furthermore, I take issue with your representative Michelles unprofessional behavior, which was dismissive, sarcastic, and disrespectful. It is not enough to simply "look into this matter." Concrete action is required to address both your staffs conduct and the policies that allow such practices to occur.
  Your claim that your priority is to provide quality service contradicts my experience. *************** involves transparency, fairness, and respect for customer rights. Denying customers the ability to use their own toll transponder when it is entirely feasible undermines trust and reflects poorly on your company.
  I urge you to reevaluate this policy and provide a meaningful resolution. Until such changes are made, I cannot recommend ACE Rent A Car to others. If you are unwilling to address these concerns adequately, I will have no choice but to share my experience widely and report this matter to consumer protection agencies, including the Better Business Bureau, to ensure other customers are aware of these practices.
  I look forward to your timely response outlining specific steps ACE Rent A Car will take to address these issues.
  Sincerely,
  Monica 
  
  Regards,
  
  ****** *******

  
  

  Business Response

  Date: 01/07/2025

  Hi ******, 
  All ACE Rent a Car locations are individually owned and the policies that were created cannot be changed at this time. Unfortunately, customers cannot use their own transporters on rental vehicles due to the vehicle not being in your name and it being registered with the company. If you have any other questions or concerns, please reach us by email at ************************************* or on the phone at ************, and we'd be more than happy to assist you. 

• Initial Complaint

  Date:01/02/2025

  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 booked 2 cars on ACE car rental website for Cancun International Airport from Dec 24 - Dec 31. Reservation numbers : GAS16690977 and ACS16691003. Upon reaching Cancun airport when I tried contacting ACE rental company, they simply denied that we can't give you rental cars as we are overbooked. Before leaving *** , I called them couple of times to make sure that the reservation is valid and we would be getting our cars on Cancun airport and every time they agreed. We wasted our 4 hours figuring out a new rental car for which we have to pay a hefty amount. This is totally unacceptable, we had our bookings on stake and have to go through so much of stress. We had 4 kids accompanying us and have to go through the pain of going from one rental company to another. Im attaching the confirmation email from *** and receipt from another car rental company.I am lodging this complaint so that ACE do not play around with travellers and also they learn the ******* I would like to get $$$ as compensation .

  Business Response

  Date: 01/10/2025

  Hi ******, 
  After looking further into your reservation, we have refunded you the cost difference of the rental you had to purchase through Thrifty. You will be getting an email from TREMENDOUS which shows we have refunded you back ****** MXN. The email will provide you with a link to where you can add the funds to a digital wallet or transfer it to your preferred payment method. Thank you for your patience through this matter, and we hope you have a good rest of your day. 

  Customer Answer

  Date: 01/10/2025

  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. 
  
  The Amount for the ACE car was $114 USD and the amount we paid to rent the car in ****** was $830 USD. How is $35 the difference ? 

  The difference is 830 - 114 USD for one car. 

  I have already attached the confirmation email from Ace rental car and receipt from other rental company.
  
  Regards,
  
  ****** *****

  
  

  Business Response

  Date: 01/13/2025

  Hi ******, 

  Since you reserved the rental vehicle in ******, all the funds are converted to MXN Peso. The difference between the 2 vehicles is 739.73 MXN which is converted to ************************************ concerns, please email us at ************************************* so we can further assist you. 

  Business Response

  Date: 01/13/2025

  Dear BBB, 

  We formally request for you to close this case due to the customer not understanding the conversation rate from MXN Peso to US Dollar. We have refunded back the cost difference of the customer having to rent through another ********************** vehicle. 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. 
  
  I totally understand the conversion of USD to MXN and vice versa.

  The car rental from ACE was for $114 USD = 2,372.62 Mexican Peso (MXN)

  The car rental from Thrifty car rental = ****** Mexican pesos(MXN) { I have not counted the insurance here , this is just the rent }

  Difference is ***** - 2372 = ****** mexican pesos (MXN) 

  Since there were 2 cars , the difference is ***** *2 = 25624 

  The refund from ACE car provided as the apology is ****** Mexican pesos. (Attached the screen shot for the reference).

  I have attached the screen shot of ace car rental , thrifty car rental and the refund email .
  Regards,
  
  ****** *****

  
  

  Customer Answer

  Date: 01/13/2025

  I would like to bring this to limelight that Ace car rental is trying to fool me around. They are not ready to accept that the difference of car rental with them and and other company is ****** ( for 2 cars). They are sending a refund in Mexican pesos and mentioning "$" symbol in front of it. On top of that they are blaming me for not understanding the USD and pesos difference.

  I still can't forget the torture I have to go through to figure out the new rental car along with my kids in ******. On the airport ACE brutally told us (on phone) that they are not sending any vehicle to pick us from airport and we don't try to come to  ACE rental as they do not have any cars left. Second call they said that they don't understand English. 

  After all this unacceptable and unethical behavior they are again trying to fool me by playing games with the USD and MXN pesos conversion. I have full faith on BBB and know that I will get the justice and ACE will learn the lesson.

• Initial Complaint

  Date:01/02/2025

  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 car rental on Dec 16th 2024 for economic car or similar at Ace Rent A Car LAX from Dec 17 to Dec 21 for a total price of CA$157.75 and prepaid CA$99.40 and should pay CA$58.35 the rest of the total. I have arrived there by their shuttle bus and helped with person name ********. He told me that I need to pay mandatory insurance otherwise I cant take the car, I told him I already bought the insurance in advance that is included in the price CA$99.40 for collision Damage Protection, and he said well that is not included their mandatory insurance so he insisted to add this insurance and changed the car with that insurance as well so instead of paying CA$58.35 he forced me to pay usd$177.10 (about CA$260.09), almost 5 times more than what I am supposed to pay. Long story short I was angry and had no choice to pay because he insisted so I would like to complain and get refund now.

  Business Response

  Date: 01/03/2025

  Hi Hendra, 
  After looking further into your reservation, I can see that you were charged for ******************** In our terms and conditions, it does state that customers must have full coverage insurance to rent our vehicles. Full-coverage insurance consists of ******** AND Liability. Third parties (Priceline) can only offer the collision portion of the coverage and that is why you were charged for ******************** I can assure you that we did apply for the insurance you bought through Priceline on your reservation. The price you see online is for the vehicle itself. It does not include the refundable security deposit and additional add-ons; in this case, the liability coverage. 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: 01/03/2025

  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. 
  
  when you take a look at the ************* invoice it just need to pay CA$58.35 nothing mentioned I need to pay what they called "liability"insurance, if they have provided this information at front then I will not have any problem because I would go to another rental company with better transparency fees rather than dealing with this scammer hide it which is 5 times of the remaining balance. This is clearly scam and unacceptable. Even I told them I have my personal insurance they won't accept that they just wanted me to pay 5 times more than what I should.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:12/31/2024

  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 Booked my car rental via expedia.The rental was from 12-4-12-11-2024 According to the site for ******* it tells you Ace will shuttel you from the airport to the rental counter.I called them they were rude and it did not ********* took me walking will all my heavy luggage 20 minutes to get to them.I nearly passed out on the way.The car they gave me had a broken passenger window so it would not go back up properly.But more importantly it had a Battery at the end of its life so i had to pay out of my pocket nearly 100 to get it jumped & it caused me a great deal of embarrasment with a client as i was in ***** for work.I had to discount my client because of my dead battery.I called Ace for help they so very very rudely told me well you didnt get extra *********** one ever offered it and i do not normally rent cars so how wouyld i know,But even that besides the point any renter expects basic things like the car battery be checked so basically while i had this wreck since i did not have time to drive and take 2 hours out of my work trip to swap cars.I basically could not charge my phone to keep the car from dying.Also the car eventually started having a issue with the engine at lower speeds the engine sounds like its going to die.I tried calling expedia to resolve this issue,They agreed i should get a full refund but needed to reach Ace after a few days of them not getting anywhere.I called the customer service number for Ace headquarters.Spoke to one gentelman who agreed that they should refund my $ so he said he will get back to me.All i got was a Email with a insult of a 15% discount on a future Rental.Not only is that not a resolution its a INSULT! I called again spoke to a so called manger a lady who was rather rude.Told me well they are a franchise and they are unwilling to do anything else & did not seem to care.Expedia told me they cant do anything.I called my Bank they told me to ****** it with ****** now i am asking BBB To talk some sense into them

  Business Response

  Date: 12/31/2024

  Hi ******, 
  After looking through every communication with our agents and the location directly; the location did further inspect the vehicle when they handed it to you, and it was in proper condition. At this time, a case has been opened, and we did get in touch with the location and we will only be offering a 15% discount. If you have any questions or concerns, please reach us by email at ************************************* or by phone at ************. 
  

  Business Response

  Date: 12/31/2024

  Dear BBB, 

  We formally request for you to close this case due to the customer speaking to 2 of our managers and opening 4 tickets about this case. We have contacted the location manager directly and the vehicle was inspected and the battery was in good condition. Thank you for your time. 

  Customer Answer

  Date: 12/31/2024

  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. 
  
  Once again,They are offering no solution they are telling me that they will give me a 15 discount on spending more $ with them.Furthermore the suggested discount is offensive.I am out $ due to the Broken car they rented me it was a true ************ no way does this absurd offer solve anything its offensive 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:12/30/2024

  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 booked a sprinter on 11/24/2024 for 12/23/24 through Priceline . My total was $1042.20.I got a reminder email on 12/22 for pickup on 12/23/24.When I went to pick up the van, they told me someone canceled but could not tell me who canceled and what method they used to cancel. I did not cancel the sprinter . I ended up having to pay almost $1800 to get another one on spot.This is crazy.I would like to to be compensated the difference between what I paid on spot and what I originally booked for or someone needs to reach out with an explanation and proof of someone canceling .I uploaded my original itinerary.

  Business Response

  Date: 12/31/2024

  Hi ******, 

  After looking further into your reservation, I can see that you did not qualify for your rental vehicle since your credit score was 530. In our terms and conditions, it does state that a soft credit will be pulled at the time of pickup to qualify customers. If you have any questions or concerns, please reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Customer Answer

  Date: 01/01/2025

  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. 
  
  What would a credit score have to do with it ?
  You guys canceled my reservation but allowed me to rebook at a more expensive price . 
  If you guys canceled because of my credit score, you wouldnt allow me to rebook at all so why lie ?
  I need a valid response as to why my reservation was canceled even though you guys sent me a reminder email one day before pick up ?
  I feel like yall are playing and I would hate to have to call my bank .

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

  
  

  Business Response

  Date: 01/02/2025

  Hi ******, 

  In our terms and conditions, it states, " A credit check will be performed for all debit card customers and all local renters, regardless of payment type, to determine their eligibility to rent." Since your credit score was 513, you were disqualified from the rental. We do not see any notes indicating that you were provided with another reservation at a higher price. If you can please email us at ************************************* with your confirmation number of the new reservation (NOT PLS16716106), we'd be more than happy to look further into this for you. 

  Customer Answer

  Date: 01/03/2025

  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. 
  
  This company is a mess and a fraud !!
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:12/26/2024

  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 reserved car rental on ******** for SUV ****** RAV4 or similar at Ace Rent A Car - LAX from Dec 20 6pm to Dec 25 4pm in 2024 for a total price of $158.83 and I prepaid $20.72 and should pay $138.11 the rest of total. I arrived 5 minutes pass 6pm on the 20th, *****, who helped me at the counter me there was no car available so I had to wait. I asked what kind of cars I had to wait for, ***** told me it was a compact **************** Versa. I told him I reserved a SUV, not a compact. ***** said I had to pay extra and then charged me $395.27. I file a complain how Ace Rent a Car LAX rip their customers off with no availability warning and price increase without notice. This is a fraud. I'm willing to provide all the reservation statement, contract and documents upon request.

  Business Response

  Date: 12/29/2024

  Hi Weiwei, 

  Thank you for taking the time sharing your rental experience at our LAX location and want to assure you that our main priority at ACE Rent a Car is to provide the best service to our customers. After looking further into your reservation and investigating the charges made to your account, we have refunded you back the upgrade charge that was originally made at the time of pick up. I have attached the refund receipt that shows we have refunded you back ***** back on your card ending in 7953 and it should arrive in your bank account in 7-14 business days. If you have any questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Customer Answer

  Date: 12/29/2024

  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,

  ****** *****