Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

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Complaints

This profile includes complaints for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

392 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/22/2024
Type:Product 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.
Charge Issue Dear Drivo Rent-A-Car Team,I am writing to formally express my deep disappointment and frustration regarding the handling of my recent rental under reservation number ACS16796834. This situation has left me feeling deceived and disrespected, as it demonstrates a clear lack of professionalism and customer care.From the very day I rented the car, I reached out multiple timesby phone, in person at your agency, and via emailto address the incorrect charges applied to my rental. I was assured that the surveillance cameras would be reviewed to resolve the issue and that my money would be refunded. Additionally, I was told by both the agent involved and customer service representatives via phone and chat that the refund would be processed on the day I returned the vehicle.However, when I returned the car today, despite speaking with a supervisor, I was told that I still have to wait for the refund. This response is unacceptable. It feels like I have been misled repeatedly throughout this process, and it is deeply disappointing that the agent who caused this issue in the first place is still involved in the case.I find this entire experience to be highly unprofessional and disrespectful. As a customer, I should not have to endure such repeated delays and lack of accountability from your team. I request that this matter be resolved immediately and that my refund be processed without further delay.Please provide me with a concrete timeline for the resolution of this issue, as well as an explanation for the repeated miscommunication and lack of action.I hope this matter can be resolved promptly, as this experience has severely impacted my trust in your company.
Business Response
Date: 12/26/2024
Hi *****,
After looking further into this matter and getting in touch with the location, the location did look over the footage of your rental process and it shows that you did not provide your personal coverage at the front desk and only provided your **** Credit Card which only covers Collision. In our terms and conditions, it does state that customers must have full coverage insurance (Collision and Liability) to rent our vehicles. On December 24th, the location contacted you regarding the footage and you were aware of this matter and accepted the results. At this time, we cannot issue any refunds. If you have any questions or concerns, please reach us by email at ************************************* or by phone at ************.
Business Response
Date: 12/27/2024

Hi *****,
After looking further into this matter and getting in touch with the location, the location did look over the footage of your rental process and it shows that you did not provide your personal coverage at the front desk and only provided your **** Credit Card which only covers Collision. In our terms and conditions, it does state that customers must have full coverage insurance (Collision and Liability) to rent our vehicles. On December 24th, the location contacted you regarding the footage and you were aware of this matter and accepted the results. At this time, we cannot issue any refunds. If you have any questions or concerns, please reach us by email at ************************************* or by phone at ************.
Customer Answer
Date: 12/27/2024
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,
***** *****
Initial Complaint
Date:12/19/2024
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 rented a vehicle 11/14/24-11/29/24. I returned the vehicle promptly without complaint and was assured the $250 deposit would be returned within 10 business days according to their policy. On 12/13/24, the $250 was still not returned and Ace was contacted. I was assured it was issued and it should be in my account by the end of the day and no later than Monday. It is now late Thursday night and about to be 15 business days past. I contacted Ace and it was explained they did not have contact with the locations server and they would need 1-3 business days to check the status of my refund. According to other reviews, this is not the first time. I am concerned that this may be a scam. I can see that if others were not as diligent or remember to follow through that Ace would be making a large profit from these deposits.
Business Response
Date: 12/20/2024
Hi ******,
After reaching out to the location, they have informed me that they did process the refund on their end. I would suggest contacting your bank regarding the funds since they do have to release it on their end. Some banks can take up to 28 business days to process refunds on their end. 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: 12/20/2024
Ace Rent A Car has resolved this complaint by issuing my refund of $250 on 12/20/24.
Customer Answer
Date: 12/30/2024
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.

Ace Rent A Car has resolved this complaint by issuing my refund of $250 on 12/20/24.
Regards,
***** *****
Initial Complaint
Date:12/18/2024
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 need assistance with this fradulent company. I rented a vehicle on 12/4/24 and dropped off the rental earlier on 12/8/24. The rental was for was ****** and a deposit of $500.00 on hold. They inspected the vehicle on 12/8/24 when I returned it and told me before they give me back the refund and the money on hold he would check if the vehicle passed inspection. He told me it did pass inspection and gave me a refund that I have the receipt. He stated on their end all was set and the release is automatic but depends on my bank when I receive the money. I gave several days to pass but didn't see my money in my checking account. I called my bank, and they said they do not see a refund nor hold release. I called ACE rental, and the lady stated oh we charged you that money because there was damage to the vehicle. I said how can that be the representative told me everything was fine. They can check their footage. I see this has happened to others and I need my refund of $549.48. She provided me only the manager email ************************************* and I get an email that email is not in service, and she would not provide me a telephone number to a manager. I also have a video that I took and shows damage on that vehicle. This is money that I needed and they took it without telling me. Please help me with this situation. I couldn't upload the video but please reach out to me and I will find a way to upload it. Thank you ****** A *****
Business Response
Date: 12/19/2024
Hi ******,
To dispute any charges made to your reservation regarding damages to a vehicle, you will need to contact our partners "Rockport Auto Claims" by phone at ************ or by email at
**************************************************** for further assistance since a claim has been opened up. If you have any other questions, 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: 12/19/2024
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.

It is completely false I never received that invoice when I left the location they told me I was clear and no damages. I am disputing this with my bank. You can not give a receipt showing me I owe nothing and I have proof that a receipt showing refund of $549.48! That is stealing and I showed my bank and gave my receipt to BBB. I want a refund now you do have authority to refund check your cameras showing your *** telling me I was all set and my money would be refunded.

Regards,

****** *****
Business Response
Date: 12/19/2024
Hi ******,
Unfortunately, since a claim has been opened up; we cannot issue any refunds from our system, and you will need to contact our partners to dispute the charges and request for a refund.
Business Response
Date: 12/19/2024
Dear BBB,
We request for you to close this case since a claim has been opened and have informed the customer that they need to contact our partner to dispute the charges. We have given them the contact information to reach our partners for further assistance.
Initial Complaint
Date:12/17/2024
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 made reservation for a car on September 14, 2024. I recieved a phone call and message on December 10, 2024 at 4:39 pm stating to call by the following morning to confirm my reservation. I was out of the country and did not see the message until I landed in ******** on December 11, 2024 around 2:00 pm. I immediately call only to be told my reservation was canceal with no explanation or resolution. When I asked the representative **** why because I have never had to confirm before. With an attitude she stated you had until this morning to confirm. They did not even give 24 hours. When asked to speak to a manager, I was informed the manager is not available and the call was disconnected. I reached out to 2 other individuals who booked reservation before and after me if the recieve a phone call and/or message to confirm their reservation and I was told no. I called back 2 additional time to speak to management and the manager was not in on both occasions. I file a complaint through the ************* and have yet to recieve a response after 3 days.Ace car rental in ********* is well known for its unethical work practices. They are known for canceling random people reservation either because they end up not having enough vehicles or the need to rent a car to the employees friends and family member. For this to be a reputable car rental company, the location in ****************** has gotten away with unethical practice for too long. Canceling random people reservation to accommodate their own is unacceptable.
Business Response
Date: 12/20/2024
Hi ******,
Thank you for expressing your feelings in regard to your reservation having been cancelled due to vehicles not being available at the time of pick up. I want to assure you that our main priority at *** is to provide the best quality service and have notified the location about your complaint. If you have any other 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: 12/20/2024
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.

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

Regards,

****** *******
Initial Complaint
Date:12/17/2024
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 rented a car via Priceline and selected ACE. I prepaid $197. Upon pickup I was informed I needed extra insurance coverage which I tried to decline and was told legally I could not. However, the cost of the insurance was never told to me, and they asked for a credit card for deposit/hold purposes. I was handed an invoice with ~$200, which looked exactly like my Priceline bill, so I assumed it was a slightly adjusted payment to my original payment of $197. Turns out it was $203 in addition to the $197 original, which I would never have agreed to - I would have walked out and found another agency as the other rates I saw online at the time were in the $200-$300 total, not $400 for my trip. I believe this practice is bait and switch and borderline fraudulent to consumers. I am happy to pay whatever liability coverage exists between **** and ********** but there's zero chance that cost is $203, more than the rental itself.
Business Response
Date: 12/18/2024
Hi ******,
In our terms and conditions, it does state that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. The insurance you bought through ********* can only Collision and our Policy page and rental agreement does state that Liability coverage was ***** USD. I have attached all the supporting documents to show proof of the information. If you have any questions, please reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you.
Customer Answer
Date: 12/18/2024
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.
I originally prebooked via Priceline (attached) and paid in full. I was not informed properly at time of rental that I was paying $29.99 per day for extra rental coverage or I would have disputed and walked away - this tactic seems like a way to bait and switch consumers into a "good deal" only to get stuck with a double the charge cost that I'm sure no one would agree to otherwise. I was informed I needed to pay the difference in insurance coverage but was never told a number, only given the invoice AFTER I paid, and the charge was the same as I had paid via Priceline, so I didn't even realize they essentially double charged me until I saw an additional charge on my card a week later. I only have them my card upon request for a card to have on file for hold purposes. Nothing was clearly outlined or explained, as I've tried to detail, and I would never have agreed to this rental agreement had I known the details. $30 per day for additional insurance is more than the daily reservation rate itself, which seems pretty ridiculous, I could have gotten a better rate easily had I known what bait and switch tactics would be employed.

Regards,

****** *****

Customer Answer
Date: 12/18/2024
To clarify I believe the bait and switch to be:
I paid $197 via Priceline prepaid, and there was no mention of additional insurance needed. They did not properly inform me of the cost or rate for additional insurance once I arrived for pick up, but even if they did, I believe I would have been on the hook for the $197 via Priceline if I had walked away. That does not seem to be a fair, ethical, or clear business practice to me. I emailed ACE again requesting confirmation that I would have been on the hook for the Priceline prepay if I had walked away. But again, even beyond this, they were not clear in person about the insurance charge.
Customer Answer
Date: 12/19/2024
Here is the ACE response.
Apparently I would have had a non refundable $197 to Priceline and could NOT have walked away upon getting to ACE. I would have either had to eat $197 and go get a new rental, or pay the extra $203. Since Priceline advertises as pre pay and there's no notice of needing to pay extra insurance at the time of pre pay, this seems like a tactic to stick consumers between two bad choices where you lose double your money regardless of your choice.
Initial Complaint
Date:12/15/2024
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 am writing to file a formal complaint against ACE Car Rental at their ******, ******** location for employing misleading information and scare tactics to pressure me into upgrading to a more expensive vehicle during my recent rental experience.I had reserved a mid-size SUV through ACE Car Rental, which met my needs and budget. However, upon arrival, I was informed by a representative that I would face fines of $1,000 per day if I were caught driving in the mountains without a 4-wheel-drive vehicle. This information was presented in a way that caused significant concern and led me to believe that my reserved vehicle would not comply with state laws or safety *************** avoid potential legal and financial repercussions, I reluctantly agreed to upgrade to a 4-wheel-drive vehicle, incurring an additional $140 charge. I later discovered that the claim made by ********* was incorrect and misleading. Colorado's traction law only mandates 4-wheel drive or equivalent traction measures (e.g., snow tires or chains) during specific weather conditions when the traction law is in effect. At no time was this explained, nor were alternative compliance options offered.This experience left me feeling taken advantage of and misled. I believe ACE Car Rental is engaging in unethical practices to upsell customers through fear and misinformation.I am requesting a full refund of the $140 upgrade fee and a formal acknowledgment from ACE Car Rental addressing this issue. Additionally, I urge the BBB to investigate this matter to ensure other customers are not subjected to similar tactics.Thank you for your attention to this complaint. I look forward to your response and assistance in resolving this matter.
Business Response
Date: 12/16/2024
Hi ******,
Thank you for informing us about the rental experience you had at our ****** location. After looking further into this case and getting in touch with the manager; we have refunded you back the upgrade charge made to your reservation. Since you currently still have the vehicle, you will see the charge being returned back to you once you receive your final invoice when you return the rental. I have attached the new invoice that breaks down all the most recent charges as confirmation that we did remove it. 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.
Initial Complaint
Date:12/09/2024
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 had a rental car 5 days and charged $268 and I purchased collision coverage for $65 thru Priceline. They assigned me to Ace Rental. A person was killed next to the car and the car was hit by a bullet. The police seized the rental car. Now Ace has charged me $3000 and says will be more because the police have it. This is the worst rental car company especially the manager *****. She has now empathy for the situation. She was just rude. She didn't care a person that was killed was my boyfriend. Let alone I have no control of the vehicle seize. This is by far the worst rental company. The rental company has not sent any billing as they just charged my car randomly. They have not sent an invoice but says it still open so we will keep charging you periodically. Fraudently charging my card.
Business Response
Date: 12/10/2024
Hi Shona,
After speaking with the location's manager regarding this matter, we have issued you back a refund of ******* back on your card ending in 2057 and will not be charging your card anymore. I have attached the refund receipt as confirmation and it should be back into your account in 7-14 business days. Thank you for your patience through this matter and 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.
Customer Answer
Date: 12/11/2024
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,
****** ******
Initial Complaint
Date:12/01/2024
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.
Fraudulent Charges and Lack of Transparency by ACE Rental Car I am filing this complaint regarding my recent rental experience with ACE Rental Car, booked through Expedia. Upon making the reservation, I was quoted a price significantly lower than the amount I was ultimately chargedapproximately $350 less. When I arrived to pick up the vehicle, the employee asked if I had insurance. I informed her that I did, and she then directed me to sign the paperwork. However, no details of the paperwork were explained, nor was I provided a copy at the time. She mentioned only an additional fuel charge but failed to disclose any other costs, including a collision damage waiver, which I did not agree to or knowingly authorize. When I returned the car, there was again no mention of extra charges or explanations provided. Additionally, despite returning the car fully fueled, I was charged a fuel fee. Upon realizing these discrepancies, I called ACE Rental Car to address the issues. The fuel charges were refunded after a lengthy argument with them, and the additional $350+ in charges remain unresolved. Attempts to reach the manager via email and phone have been ignored. Furthermore, both ACE Rental Car and ******* have refused to take responsibility or rectify the situation. This experience has been fraudulent and misleading. ACE Rental Car failed to communicate the costs transparently, charged for services I did not request, and refused to engage in a resolution process. I demand a full refund of the unauthorized charges and an immediate response to this matter. Desired Resolution: A refund of the $300+ in unauthorized charges and accountability for the deceptive practices employed. Thank you for your attention to this matter.
Business Response
Date: 12/02/2024
Hi Nisar,
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 the final invoice that breaks down the charges made to your reservation, it does state in our terms and conditions that customers must have full coverage insurance at the time of pick up and if you do no provide supporting documents to use your own personal coverage then you will need to purchase it at the front desk. If you have any other questions or concerns, you can reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you.
Customer Answer
Date: 12/02/2024
We booked the car through Expedia for 8 days for $ ****** qouted price & I was charged $ ****** after return ,they charge $ ****** fraudulently for **llision insurance which we never agreed or was explained /warned at pick up ,or drop off time , I found out when I saw the credit card statement ,We told the lady at the time of pick that we have full **verage insurance & we dont need any other insurance , she did not explain or warned us that we have to buy this **llision insurance anyway . she told us that gas tank is already filled so dont worry , she did not explained about any thing else except toll rd pass which we declined she asked to sign a paper which I signed ,she did not show us or explained that we have to buy **llision damage insurance any way even we already have our own insurance , she just pretended that its a simple paper just sign it like you sign a paper before you are delivered any thing , she fraudulently hided the facts , did not explain any thing about this **llision damage insurance ,they charged us for gas at drop off even I informed the lady that I already filled the tank before I got here on my way , even for that fuel charges I have to call & argue with the manager then he refunded the money but declined to refund the money they charged for this fraudulently **llision damage insurance $ ******,I own Porche , Tesla , ***** & we have full **verage insurance , never had this issue with any other rental car ** i am sure we not the only one this ** is doing this with other customers too ,the way they **nduct their business is unethical , charging for some thing they already have & charging without customers knowledge , had to call several times to get answer but In vain .i demand the full refund of $****** charged fraudulently in the name of **llision damage insurance .
dr ***** *****
Customer Answer
Date: 12/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to **mplaint ID ********, and have determined the response would not resolve my **mplaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
We booked the car through Expedia for 8 days for $ ****** qouted price & I was charged $ ****** after return ,they charge $ ****** fraudulently for **llision insurance which we never agreed or was explained /warned at pick up ,or drop off time , I found out when I saw the credit card statement ,We told the lady at the time of pick that we have full **verage insurance & we dont need any other insurance , she did not explain or warned us that we have to buy this **llision insurance anyway . she told us that gas tank is already filled so dont worry , she did not explained about any thing else except toll rd pass which we declined she asked to sign a paper which I signed ,she did not show us or explained that we have to buy **llision damage insurance any way even we already have our own insurance , she just pretended that its a simple paper just sign it like you sign a paper before you are delivered any thing , she fraudulently hided the facts , did not explain any thing about this **llision damage insurance ,they charged us for gas at drop off even I informed the lady that I already filled the tank before I got here on my way , even for that fuel charges I have to call & argue with the manager then he refunded the money but declined to refund the money they charged for this fraudulently **llision damage insurance $ ******,I own Porche , Tesla , ***** & we have full **verage insurance , never had this issue with any other rental car ** i am sure we not the only one this ** is doing this with other customers too ,the way they **nduct their business is unethical , charging for some thing they already have & charging without customers knowledge , had to call several times to get answer but In vain .i demand the full refund of $****** charged fraudulently in the name of **llision damage insurance .
dr ***** *****

Regards,

***** *****

Business Response
Date: 12/04/2024
Hi Nisar,
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 the final invoice that breaks down the charges made to your reservation, it does state in our terms and conditions that customers must have full coverage insurance at the time of pick up and if you do no provide supporting documents to use your own personal coverage then you will need to purchase it at the front desk. If you have any other questions or concerns, you can reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you.
Business Response
Date: 12/04/2024
Dear BBB,
We formally request for you to close this case since a case has already been opened by the same customer and has been responded back to. The customer does not want to accept our terms and conditions in which they were provided before they booked the rental. We have explained the charges made to their reservation, thank you for your consideration.
Initial Complaint
Date:11/28/2024
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 secured my rental reservation via ******* for $166. Then when I arrived to pick up the vehicle my price wasnt honored and I was told I was required to buy liability waiver insurance and was then given estimated charges of ******. On my final bill they had charged ******, inflating charged and deceptively charging me. I returned the car 44 minutes after the scheduled time and was charged $7.90. This is the only charge above the original price that should be charged (and the minimal additional tax). However, the agent that helped me adjusted my original reservation and did not adjust my pricing at all. If he had not made the adjustment I would not have returned the car late. Additionally: 1. I was incorrectly charged a Fuel charge $18.30. I retuned the vehicle with the tank full.2. Renters liability waiver:- I was deceived my the agent and told that I was required to purchase the liability waiver. I learned this was incorrect and exception information. And I requested this be removed from my bill. Additionally, I was quoted $119.96 for the *** but I was charged $149.95 on the final bill.
Business Response
Date: 12/02/2024
Hi *******,
After looking further into the charges made to your reservation, we have credited back the fuel charge that was back to your original payment method and have attached the final invoice and refund receipt as confirmation. In our terms and conditions, it does state that customers must have full coverage insurance (******** AND Liability) to rent our vehicle. You may use your own personal coverage, but you do need bring supporting documents at the time of pick up. You were charged an additional day of insurance because you were scheduled to return the vehicle at 1 PM and since you returned it 2:44 PM, it passed the grace ******* The price you see online is for the vehicle itself, it does not include the refundable security deposit and additional add-ons like insurance, toll pass, pre-paid fuel, etc. If you would like to further discuss our policies, you can reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you.
Customer Answer
Date: 12/10/2024
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.

1. I have car insurance that covers collision and liability, which I showed to the gentleman at the pick up counter, but was told that I was required to purchase the coverage through Ace per Hawaii state law. This was false.
2. My drop off time in my reservation was 3pm, as you can see in the attached screenshot. Again, the gentleman at the counter insisted on changing it without any indication of late fee consequences or why he was changing it.
I remain firm on my claim of unfair business practices, and my right to a refund of the late charge, the renters liability waiver and applicable taxes as a result.

Regards,

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

Business Response
Date: 12/11/2024
Hi *******,
Since you have contacted your bank on November 29th for ****** to dispute the charges, we cannot offer any assistance regarding this matter at this time. Thank you for contacting ACE Rent a Car, have a good day.
Initial Complaint
Date:11/27/2024
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.
My Wife rented a car from them on the 11th of november. We used our debit card connected to our main checking account. They put a 300$ deposit on hold along with the $54.90 charge. The charge went through and we got our deposit back. Unfortunately another hold for $354.90 is on our bank account. Our bank cannot remove the hold for legal reasons unless the company faxes a statement saying to remove the hold. I have spent over 20 hours on the phone with Best rent a car, as well as corporate ACE rent a car and they refuse to fax a statement to remove the hold. The hold will fall off my bank account and then automatically re-instate. Effectively holding my money for ****** indefinitely. I'm at my wits end about this and have never heard or seen worse customer service. If it wouldn't cost me more to get a lawyer to bring them to court about this I would surely be looking to take them to court. It has been over 2 weeks of me calling them and my bank almost everyday to get this resolved.
Business Response
Date: 12/02/2024
Hi *****,
Unfortunately, there is nothing we can do on our end. We have spoken and provided you with all the necessary documents to send over you bank and our management has spoken to your bank regarding this case. You will need to contact you bank for further assistance for them to release the hold. Thank you for contacting ACE and we hope you have a good rest of your day.
Customer Answer
Date: 12/04/2024
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.
After close to a month, the hold finally fell off and I received my money back. The fact that the entirety of a **************** doesn't have the wherewithal to send a simple fax to my bank, whether or not you can see said hold, is absolutely a blunder. This has been the absolute worst customer service I have ever received in my life. I will never use ACE or it's subsidiaries ever again and will steer everyone I know away from you.

Absolutely ridiculous.

Regards,

***** *****

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