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Business Profile

Auto Rentals and Leasing

Ace Rent A Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

Customer Complaints Summary

  • 422 total complaints in the last 3 years.
  • 165 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 car rental on August 26, 2024 and after inspecting the vehicle drove off the car rental location located inside the *********/***********************. Being still inside airport just leaving the garage i noticed damage on windshield that in the darkness of garage i did not see, so i took a photo. I exchanged multiple emails with a company ************* claims (hired by ACE rental car to charge me for the repairs) sending them photos with date and location clearly showing existing damage was noticed while inside airport. ************* claims has not been able to get in touch with location manager at ***. They took my $500 deposit and i would like it back. I have tried multiple times to get in touch with ACE rental car manager but with no success.

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Dec. 7, 2024 I rented a car from Ace-Roam Car Rental in ***************, *******. I paid $117.60 for a car rental with a $300 security deposit that was to be returned to me within three days of the car being returned to Ace, so in total I paid $417.60. The following day, Dec.8, 2024 I returned the *** in the condition it was received but I have not received my security deposit. I have spoken with *** on more than one occasion now and the company insists the money was returned to my account. I confirmed with my bank (twice) that the deposit has not been made to my account. I have a receipt showing no damage was done to the vehicle. It will soon be four weeks that I should have had my money returned, and the company is no longer communicating with me on this matter.

  • Initial Complaint

    Date:01/30/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 have been going back and forth with email support. Answers are not clear and conflict one and other, as multiple people are responding. Living in *****, and not owning a car, I would like to occasionally rent a vehicle. It is ******* clear to me that ACE is trying to filter out those who want to use the car for ride share services. This is NOT my case.If I rent from the location at the *************************************, given it is more than 65 miles from my home, do I still count as a local renter or do I need to have a round trip ticket for it to not carry the restrictions of a local renter?The location in Homestead is located in a car dealership and doesnt have these restrictions for local renters. However, the prices are considerably higher there. Would they price match the other locations. Via my credit card I have the *** and I also am In the process of it aiming a non-owners insurance policy, which carries the bodily injury coverage. Can you kindly provide the fax and email address for the manager at the ************* location? As I am a digital nomad, I receive all of my mail at my PO Box. The address in auge listed in my moviendo corresponds to my half-brothers house, which I visit when I am in1town. For this reason, I dont have any sort of utility bill in my name. Would you accept the voters registration card, as a local renter? If I go to the ********** location, more than 65 miles away, would I still need to produce rhe utility bill? Thank you.Sincerely,*************************

  • Initial Complaint

    Date:10/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 October 20, I had to take a Spirit flight which was canceled and we couldn't leave and my return was with Frontier. On October 23, I called them to give me a refund since my flight was canceled and they don't want to give me a refund. because I had to have canceled 48 hour ago,How are they supposed to cancel my flight, it's something crazy

  • Initial Complaint

    Date:06/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 through Expedia for Sixt Car Rental at *********** ** airport. Both companies messed up my Reservation number and gave it to another person with same last name. We had duplicate reservation Numbers, so they say. I was traveling with my 82 yr old ************ to attend a funeral. They refused to give me a car with that reservation which I had already purchased for ******. But wanted me to book a new reservation for ******. I did not because I did not have that kind of money and I had already purchased a rental.The person at the Sixt counter was **** and refused to even attempt to help me. At one point he even just walked away from his post and left me and my elderly Father standing there.In desperation to get the event I was forced to beg an Uber driver to take us since it was 1 1/2 hrs away. That cost me ****** just to get us there.

Ace Rent A Car is NOT a BBB Accredited Business.

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