Complaints

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

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Ace Rent A Car Northern Maine Regional Airport

  650 Airport Dr Presque Isle, ME 04769

• 

  ACE Rent-a-Car

  212 Airport Rd Lewis Run, PA 16738

• 

  ACE Rent A Car

  4901 Wilkinson Blvd Ste C Charlotte, NC 28208

• 

  ACE Rent A Car

  1137 Patton Ave Asheville, NC 28806

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:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On july 19 I picked up a rental car from Ace. .Made reservations in advance with *** and submitted my auto insurance in advance. Yet when I got to the counter they said my auto insurance didnt cover car and pressured me to purchase additional insurance or would not give me the car. They showed me a screenshot claiming my ************* was insufficient . I called my agent on Monday July 21 and he confirmed for me that I indeed did have coverage on the rental car.I have since read that others have had similar complaints against this company at ********* airport.

  Business Response

  Date: 07/23/2025

  Good afternoon. Thank you for sharing your concerns regarding your current rental contract with the LaGuardia location.  Since you are in possession of the rental vehicle until July ********************** concerns on your current contract you must contact the rental locaiton directly on this. We are not able to remove any items from an open contract. It can only be done by the rental location if permitted. Please reach out to them at **************.  

  Thank you

  Customer Answer

  Date: 07/23/2025

  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 previously discussed this when I was trying to rent the car and they refused to give me the car unless I bought the additional insurance. They showed me a false computer screen  claiming that my aaa Insurance did not cover required damage etc. for the car.

  this is a scam.

  I previously sent a letter  to BBB from my Aaa agent  confirming that I did have coverage for rental cars. 

  The desk agent at the rental place   said I  needed to purchase the additional insurance before I could   rent the car.

  Forcing me to once again  discuss it  with the very same people I rented from is ridiculous !  its simply  a way for them   avoiding responsibility for the false claims that I did not have proper coverage (which I provided in advance a few days before rental).

  I demand immediate refund of the $209.

  I know that over 300 complaints have been filed with the BBB for the same scam involving ace rental car.

   

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

  
  

  Customer Answer

  Date: 07/24/2025

  See my AAA policy coverage

  Business Response

  Date: 07/28/2025

  Good afternoon. It appears that you did contact the rental location as suggested due to the location to make changes to your open contract. I have contacted the manager and he stated that they do check the insurance and if not all of the required information is there the insurance is added. He stated that once a rental contract is signed with the insurance being accepted and acknowledged by the customer that there is no refund for the insurance during the open contract. The rental location was not able to remove the coverage at that time. The Terms and Conditions on the *** website as well as all of the third-party websites state the following- " Renters must have a valid drivers license, major credit card in their name, and proof of full coverage insurance. If the customer does not have proof of insurance (Declarations Page), coverage must be purchased at the counter."   There will be no refund for the coverage.  Thank you 

  Customer Answer

  Date: 07/28/2025

  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.
  

  this is a false statement I did have adequate insurance which I uploaded several days in advance through their text messaging system!

  When I arrived at the rental facility, they had my information in the system and he showed it to me on the screen. According to the screen I did not have sufficient coverage.

  THAT WAS FALSE.

  I was unable to contact my insurance agent because it was the weekend so I called him on Monday and he confirmed that my *********************** DID cover the rental car.

  I WOULD NOT BE GIVEN THE RENTAL CAR UNLESS I PURCHASED THE ADDITIONAL COVERAGE

  Please check the Better Business Bureau records and you will see there are over 380 complaints regarding this Insurance scam of forcing drivers to buy unnecessary coverage before releasing the car for rental.

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

  
  

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2025, I rented a car through Priceline, fulfilled by Drivo Rent A Car (ACE Rent A Car) at ***. I returned it on July 2 and was later contacted by ************* Claims with a $1,436.26 bill for a minor scratch on the rear bumper.I was never shown or signed any agreement acknowledging their collision damage waiver (***) or anything else, but I was charged for it. Later, I was told my credit cards rental insurance couldnt apply because of the *** fee. Their *** has a $1,500 deductible and the repair estimate they sent just happens to fall below that, making me responsible for the full amount.Ive emailed repeatedly to resolve this, asking for:Proof I agreed to the *** Proof the damage wasnt preexisting A copy of any signed rental agreement Proof the car was actually repaired They only sent a timestamp-free video, and ignored the rest of my questions. I was also told over the phone that Im expected to pay based on a quote from a body shop in another state, and that while I can get a second opinion, it wont matter because the rental company can choose not to fix the car at all and still charge me anyway. Thats extremely concerning.This has caused me serious anxiety, especially after finding numerous complaints and a *** News investigation showing this company (********) has a pattern of billing renters for damage and not providing proof of repairs or signed ************ requesting that this charge be fully dropped and that this claim not be sent to collections, as it is still unresolved and under dispute. I plan to follow up again with the company after submitting this.

  Business Response

  Date: 07/23/2025

  Good afternoon. Thank you for taking the time to share your experience. I regret to hear that your rental did not meet expectations. Damage claims are handled directly between the customer, ********************** location or their claim company which in this case is Rockport Auto Claims.  We do not receive any information on the claims as all of the documentation is turned over to ********. With that being said unfortunately you would have to contact the Rockport Auto Claims or the rental location directly.  The contact information for the rental location is - ********************** and their phone number is - **************.  Rockport is ************ or email at ****************************************************.

  Thank you 

  Customer Answer

  Date: 07/23/2025

  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. 
  
  No, the company has not resolved my issue. I initially spoke with someone from Rockport Auto Claims by phone, but after I followed up via email on July 20, 2025, requesting copies of the documents they claim I signed, I have received no response from anyone.
  
  
  In that email, I CCed both ACE Rent A Car and Drivo Rent A Car, and clearly stated that I was requesting documentation under the Fair Debt Collection Practices Act (FDCPA). Despite this, I have not received any communication or the documents I am legally entitled to.
  
  
  I am currently being held responsible for a charge of $1,436.26 for what appears to be a very minor scratch. I have not been provided with a breakdown of the charge or any proof that I signed an agreement accepting liability. I requested this information directly, and once I did, I was ignored.
  
  
  Additionally, according to Rockport Auto Claims, ACE Rent A Car/Drivo chose the repair shop, Auto Damage Appraisers of ********, which is located in an entirely different state. The vehicle was rented and returned in *************, so it raises serious questions as to how a company based in another state was able to fairly and accurately assess the damage.
  
  
  Lets also be honest: there are numerous public complaints against ACE/Drivo Rent A Car for questionable charges and poor customer service. This is not an isolated experience. Its time for the company to take responsibility for the partners they work with and the claims process they enforce.
  
  
  Passing me between disconnected companies while ignoring my legal requests is not acceptable. Until I receive proper documentation, a full explanation, and accountability for the process, I do not consider this matter resolved.
  
  
  
  Regards,
  
  ******* *********
  

  Business Response

  Date: 07/28/2025

  Good afternoon.  As mentioned ACE corporate does not have any information regarding your damage claim. The location at *** is independently owned and operated by ********** A Car and that is who the vehicle belongs to. ***** uses ************* Claims as their claims company to process the information on all damage claims. Any questions or concerns you would need to contact Rockport Auto Claims or you can email  ************************* or call them directly at  **************.  

  Thank you

• Initial Complaint

  Date:07/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1st I rented a minivan from Priceline for ACE rent a car (******) in ******, ********. When I arrived to pick up the rental I had rented for my hard of hearing 72 year old father the agent at the rent a center claimed there was no contract. I showed him the ********* contract they agreed to including the confirmation they provided Priceline (#PLS17569992). The car rental agent denied having a contract and due to my father's partial deafness took advantage of him and charged the full $1304. 58 plus a $200 fee for charging it to his credit card. The agent would not listen to me, my father asked me to act as his ears and be an intermediary for this, but the agent refused to acknowledge what I told him. We had no choice, being stranded in the middle of nowhere in another state and my father was growing angrier due to his lack of comprehension and hearing ability, and he simply signed where the agent indicated and paid. My father was so distraught he would not allow me to call Priceline and clear up the issue so the car agency was able to commit fraud. When we returned to our home state I called Priceline. They said the rental company had given confirmation of the rental owing $570. 48 of the $661.48 and then on July 8th when we arrived to pick it up they cancelled the contract. The car rental agent even told me whatever I "paid that other company" had nothing to do with them". ACE rent a car - Denver committed fraud and would not honor their agreement with Priceline by cancelling the deal and denying they ever had one to begin with then charging us full price and adding additional charges to our bill. I am seeking a refund for the difference between the price ACE RENT A CAR-DENVER agree contractually to with my booking through Priceline of the difference between what they charged us and what they had originally confirmed to charge.

  Business Response

  Date: 07/21/2025

  Thank you for taking the time to share your experience. I regret to hear that your rental did not meet expectations.
  After reviewing your reservation, I can confirm that the base price for the vehicle remained consistent. The additional charges you saw were for insurance coverage, prepaid fuel, and roadside assistance. Please note that all of our rentals require full coverage insurance, which includes both collision and liability. If this coverage isnt provided, were unable to release the vehicle.
  We do offer the option to use your own personal full coverage insurance, provided it can be transferred to a rental vehicle. In those cases, a declaration page must be presented at the time of pickup for verification.
  Because these services were selected at the counter, they would not be visible to Priceline, as they were not part of the original online reservation.
  Regarding the $200 charge, this was not a fee for using a credit cardit is a refundable security deposit required for all rentals. Once the vehicle is returned, the deposit is released, but depending on your bank, it may take up to *********************************** your account.
  If theres anything else youd like us to review or clarify, please feel free to reach out.
  

• Initial Complaint

  Date:07/16/2025

  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.

  Disputed Damage Claim and Unauthorized Charges ACE Rent A Car LAXComplaint Summary:I am disputing a damage claim and unauthorized charges totaling $450 from ACE Rent A Car at LAX related to Rental Agreement #LAX252653 / BAC#*****.Details:On July 3, 2025, I rented a vehicle from ACE LAX. I declined multiple unsuitable vehicles (including one with a loose bumper and another with a broken rim) before being assigned a ***** CR-V. Before leaving, I pointed out visible scratches to an ACE staff member who assured me they would be documented. A male employee also conducted a video walkaround.I returned the vehicle before 5:00 AM on July 7, 2025, as instructed, and dropped the keys in the designated box. I later received a confirmation text from *** stating that the return was successful and that I owed $0.Despite this, my bank statement shows that I was charged a $200 deposit and then an additional $250, totaling $450, after the rental ended. When I inquired, I was told *** had filed a damage claim for $1,800, though I was never contacted at the time of return and received no damage report.I have not been provided with any clear evidenceno photos, timestamps, or incident reports that proves damage occurred during my rental period. The limited materials shared are vague and inconclusive.I deny causing any damage. The car was returned in the same condition I received it. ACEs own communication confirmed a $0 balance at return.Resolution Requested:Immediate dismissal of the $1,800 damage claimFull refund of the $450 charged to my accountWritten confirmation that I owe no balance and am not responsible for damagesIf unresolved, I will escalate the issue to my credit card issuer, the *****************************************, and other regulatory *****************: ACE Rent A Car- LAX

  Business Response

  Date: 07/21/2025

  At this stage, all details related to the damage claim are being handled directly through *************. As the claim is now in their system, they are best positioned to assist with any disputes or to provide the necessary documentation.
  You can contact them at ************, and your claim number is ***** for reference.
  If theres anything else we can assist with on our end, please don't hesitate to reach out to us.

• Initial Complaint

  Date:07/15/2025

  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.

  We rented a car from ****** Airport for pickup on 5/30 and drop-off on 6/1/25. We picked up timely and returned the vehicle timely with zero issues. Agents looked at the car and determined everything was good and we therefore would be refunded our $300 refundable deposit. We initially received the refund back on 6/1. However, without authorization and without notice, we were then charged $300 again on 6/2/25 and were never refunded for that amount. We have never been refunded the $300 from 6/2 and that was charged without our permission and for no reason. I've contacted ACE by phone multiple times, by chat, and by email, and they have never refunded the money or offered reasoning why. They instead told us to contact our bank, which is unacceptable. The $300 was supposed to be a fully refundable deposit and we are getting the run around.

  Business Response

  Date: 07/21/2025

  Hello ********,
  Thank you for your patience while I reviewed your previous tickets and reservation details.
  According to our system, there was one charge and one corresponding refund processed. Based on this information, the duplicate $300 charge showing on your bank statement may be related to how the bank is displaying or processing the transaction on their end. This is why we recommended reaching out to them directly for clarification.
  If there's anything further we can provide to assist with that conversation, please dont hesitate to let us know.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my reservation through a third party site . We were quoted a price around of ******. We get there show ID and told them we had insurance and ez pass coverage already . We were told that is fine and declined any additional coverage . I presented my proof of coverage on my phone and they said fine. Then Im sent off the go get the car myself . So when I call to confirm the drop off time and shuttle times an reverified via chat the ******. The representative comforted the ****** price but mentioned there may be additional charges . Lo and behold we are chard and extra ****** for some additional coverage . We immediately call the customer services and they advise to call the location and provided the number. We tried calling them all day and no one picks up and you cant leave a message . We call back customer service and they try to reach them as well but no answer. Finally they connect us and the representative was no way helpful and told us we needed to provide an extra document to show insurance coverage. I explained the representative at the desk never asked for that and never mentioned anything else was needed . The representative said its our job to give it. I said how can we give something if we never knew it was needed. If he would have asked we could have pulled it up on our phone as well. So it it my job to tell the representative how to do his job ? If you need it then advise the customer so they can provide it. I booked through a third party . I received nothing from *** before we arrived since we booked through a 3rd party . So we had to provide all our information when we got there. So I explained we were never told anything additional was needed and if so we have provided it . We did tell them we had rental coverage and ez pass coverage. We were told that was fine and then advised to sign to waive coverage. Now we are being told that were were charged for the coverage thats we declined. I wish I read the bbb reviews prior.

  Business Response

  Date: 07/14/2025

  Good afternoon. Thank you for sharing your concerns. In the Terms and Conditions on the *** website and on all of the third-party websites in the "Rules and Restrictions" tab all requirements are provided. The information for the LaGuardia location states the following - " Renters must have a valid drivers license, major credit card in their name, and proof of full coverage insurance. If the customer does not have proof of insurance (Declarations Page), coverage must be purchased at the counter."  This information is available to all customers prior to making their reservations. I have attached a copy of the signed rental agreement that shows you purchased the protection plan at the counter and signed and acknowledged the charges. 

  We are unable to remove those charges, unfortunately.  

  Thank you

  Customer Answer

  Date: 07/14/2025

  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. 
  

  Once again . We were told that we had to sign off to waive the additional coverage . We received no notification from the representative that he needed anything more than what we presented. If something else was needed then why was it not asked for at the counter ? We would have provided whatever was needed if the representative let us know at the counter. If you failed to ask us then how would we know its needed . A simple ask would have rectified the issue but instead you take it upon yourself to add in coverage we clearly declined . Clearly if I had read the reviews on BBB prior we would have know your company is know for this but sadly we trusted the world rental company. 
  
  Regards,
  
  ***** *****

  
  

  Business Response

  Date: 07/17/2025

  Good afternoon,

  As I mentioned it is stated on the *** website as well as the *********** website in the "Rules and Restrictions" that a copy of your declaration page is required in order to rent the vehicle and if you do not have the declaration page you will be charged for the insurance at the counter. Its in the same paragraph that states you need a drivers license and a credit card to present at the time of pick up to rent a vehicle. I have double checked with the rental location upper management team and they state that there will be no refund for the insurance . 

   

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am submitting a formal complaint against ACE Rent A Car and their billing administrator, *** *************** due to what I believe are unfair and deceptive billing practices following a vehicle incident.On January 24, 2025, while parked and seated in a rental vehicle from ACE (DFW Airport location), I was struck by another vehicle. The at-fault party's insurer, State Farm, accepted full liability and paid the claim. Despite this, ACE and *** ************** are billing me directly for $432.41, which includes a $250 administrative fee and an alleged balance on repair costs.I requested documentation validating these charges, including itemized repair invoices and proof of submission to State Farm. Instead of providing this information, ACE has insisted I owe the money immediately, while simultaneously telling me to get documentation from State Farm. Their response has been dismissive and circular, ignoring my repeated efforts to get clarity before paying any disputed balance.This conduct is unreasonable. It is not appropriate to demand payment while refusing to provide basic proof of charges. I have copies of all related correspondence and billing documents, including the rental agreement and the invoice being referenced.I am asking the Better Business Bureau to review this case and assist in ensuring ACE/*** provide clear, itemized documentation and cease billing efforts until the charges are validated. If the insurer paid the full claim as they claim, I should not be held responsible for unexplained balances or unverified administrative fees.Thank you for your time and attention.

  Business Response

  Date: 07/14/2025

  Good morning. Thank you for contacting us.  ACE corporate office does not receive information regarding damage claims for any of our locations. All of our offices are independently owned and operated. All of the locations have third-party claim companies that they provide all damage information to and the claims are handled by them. The Dallas office uses *** and they handle the details. I do apologize that we cannot assist with this. 

  Thank you 

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/27/25 we arrived to *** to pick up our paid in full 12 passenger van. Contacted shuttle service to transport us to pick up vehicle. **** from their corporate office advised us that the van was not available we would have to use a taxi to pick it up at LGA which was over 1.5hrs away. We then arrive to *** and was told its not available and whoever sent us know they do not carry 12 passenger vans. We was then told we have a 7 passenger ever van but its at ***. After spending the entire day traveling from different locations and hundreds of dollars later we eventually had to settle for the 7 passenger van that would not accommodate our 10 passengers. Not only did they still charge us for the 12 passenger van, they also still charged us higher insurance for a 12 passenger van. Here it is 7/10 and I have yet to receive any callbacks as requested nor I have received compensation for my entire day of inconvenience, unsafe travel and added expenses at the hands of ACE rental car. Ive made several attempts to resolve this issue and will be seeking legal assistance if this matter is not resolved. I have a video of my passengers piled up in the trunk of an SUV from ACE that I will be giving to an atty.

  Business Response

  Date: 07/14/2025

  Good morning.  We will reach out to ****** upper management.  Once I have more information I will let you know.  Thank you 

  Business Response

  Date: 07/17/2025

  Good afternoon,

  I heard from from Newark upper management team.  They stated that a credit was provided for you on July 5 for the amount of $69.78 for the inconvenience at the rental counter and it was put back on your credit card. Please see attached credit receipt.

  They also state that they are offering a 15% discount on your next rental with one of the ******** locations, however you must book the reservation on their website directly at ************* and use the promotion code CCD15.  You are the only one that can use this code and must be booked on Drivo's website. 

  Thank you 

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I picked up my rental car on 6/26/2025, I noticed a chip in the windshield. As I was leaving, the company took photos of the vehicle, which led me to believe the chip had been documented as pre-existing damage. Upon returning the car on 7/1/2025, I was informed that the chip had not been noted at the time of pickup and that I would be charged a damage fee. I asked to review the photo taken during pickup, and while it was shown to me, the image had glare from the sun across the windshield, making it impossible to confirm whether the chip was visible. Despite this, the employee checking in the vehicle insisted the chip was not present in the photo, and a $200 damage fee was charged to my credit card.

  Business Response

  Date: 07/14/2025

  Good Morning. We are checking into this for you. Once we have more information we will get back with you.

  Thank you 

  Business Response

  Date: 07/15/2025

  Good morning. The information provided by the Denver office manager states the following - 

  I'm writing to confirm that unit ****** has a valid damage claim. 
  
  
  I've attached the check-out photos for rental DENAP-******. Please note that there was no windshield damage recorded at the time of pick-up.
  
  
  A claim for the windshield damage has been submitted to ***. Once this claim is paid in full, the $200 damage hold will be refunded to the renter.
  
  
  Alternative Claims Management (ACM)
  P: ************
  E: *******************************
  YOUR ACM CLAIM NUMBER: #********
  DENAP-****** / **********

  Any further questions regarding this claim must be directed to ACM.  

  Thank you 
  
  
  

  Customer Answer

  Date: 07/18/2025

  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. 
  
   On Monday July 14th, the company said they would look into the issue and follow up. To date no follow up has been provided. 
  
  Regards,
  
  ******* **********
  

  Customer Answer

  Date: 07/21/2025

  H33373536353**5313639H:
  
  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 photos provided confirm that the chip, while present at both the time of pick up and drop off, is not visible at either point. The only way you imply there is a chip in the drop off pictures #** and #**, is a white circle was drawn around it. Please find the attached photo I took of the car on the day of pick up with the chip. Similarly it is so small that it does not present in photos, which is the source of this dispute. 
  
  Regards,
  
  ******* **********
  

  Business Response

  Date: 07/24/2025

  Good morning. Thank you for your response.  As mentioned in my last response any further question or concerns on the damage claim must to directed to *** which is the claim company that Denver works with.  We do not get information when it comes to damage claims because once there is damage reported the rental location sends all the information to their claim company in this case is ACM. 

  Please contact ACM at ************ or at  ********************************************************; Your claim number is  #********   refer to your rental agreement number which is - DENAP-258983.

  Thank you

  Customer Answer

  Date: 07/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business has not attempted to try to resolve this dispute. 
  
  Regards,
  
  ******* **********
  

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car through Expedia and Ace was the rental car provider. I purchased a Collision Damage plan on ******* at the time of booking. I picked up the rental car and returned it with no issues, they then sent me a receipt after the return and saw they added a $173.94 Collision Damage Waiver to my bill without my knowledge or consent. This was unnecessary as I already purchased Collision coverage on *******, and also extremely dishonest as they added the charge without notifying me at all. I would like the charge for the unwanted Collision Damage Waiver from Ace refunded to my credit card.

  Business Response

  Date: 07/14/2025

  Good morning. Thank you for reaching out to us. Once we have more information we will get back with you. 

   

  Business Response

  Date: 07/15/2025

  Please forward to the customer, 

  Thank you for your patience. I spoke with the manager in ******  The tapes were reviewed and they did not see that proof was provided at the rental counter however the manager has approved a 1 time courtesy refund. A refund has been completed to the customers credit card for the amount of $205.44 as of today 7/15.  Please allow 3-5 business days for this credit to reflect in your account. I have attached a copy of the credit receipt . 

  Thank you