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

• 

  Aligo Rent A Car

  8811 Bridgeport Rd Hampton Inn Vancouver Airport Richmond, BC V6X 1R9

• 

  Aligo Rent a Car

  8750 204 St Holiday Inn Express - Lobby Langley, BC V1M 2Y5

• 

  ACE Rent A Car - Toronto, Mississauga

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

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:08/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from this facility while on vacation and we brought it back in what we thought was the same condition. I asked the attendant if we were ok to leave as we had a flight to catch and he said yes. I also took a video of the car when we returned it but could not upload here. Instead, I took screenshots of each tire along with the license plate. All tires were properly inflated, etc. I later received an additional $200 charge on my credit card with no explanation. When I called, they said it was due to a nail in the tire. First, I think this was mismanaged because we were not told why this charge occurred and secondly, even if there was a nail while I was driving, $200 seems to be an excessive charge for something like this. I've been trying at least three times to contact the "supervisor" at their office to negotiate a more reasonable price with no ressponse.

  Business Response

  Date: 08/14/2025

  Good afternoon. Thank you for sharing your concerns regarding the tire fee.  I will reach out to the rental location to see if I can reach an upper management person regarding this.  Once I have more information I will get back with you.  Thank you 

  Business Response

  Date: 08/18/2025

  Good morning. We did reach out to Tampa's management regarding the tire fee. They stated the fee for the tire was $200 and unfortunately, there would not be any price negotiations.  

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/10/2025

  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.

  When I went to go pick up the car rental we were presented with insurance coverage information from the agent at the time of picking up the rental, I declined their coverage several times explaining that my credit card provides coverage. The agent insisted that she removed it. When signing through the documents, I noticed a charge which when brought up to the agent, she insisted this was a deposit that would be refunded after we drop the car off. We dropped off the car and noticed we never got the "deposit" back. The car rental agent had secretly added Renter's liability to our booking. Again, I want to reiterate that the Renter's Liability is something we would never agree to. We reached out branch and management and after one initial response by the company and my rebuttal, management said they would further look into the issue but left this unresolved. Below you can find the charges in detail:$482.32 (on top of the $515.56 Pre-paid fee I had already been charged through ***********)When I found the receipt through ACE it looks like we were charged for several things:1. $218.45 for Est.Time and Mileage harge (already prepaid for this via ***********)2. $373.15 for Renter's Liability which we declined multiple times This place has faulty practices and we have noticed many reviews stating this has happened to them as well.

  Business Response

  Date: 08/14/2025

  Good morning. Thank you for sharing your concerns regarding your charges for your *********************************  I can see that there was only 1 item added to your rental contract at the counter that was for liability coverage. The rental location accepted the insurance you have with your credit card.  Credit card insurance only covers collision coverage. It does not include liability.  All renters must provide proof of having their own liability or it is required that you purchase it at the rental counter in order to rent the vehicle. They did hold a $200 security deposit on your card as well however that has been released. The additional charge was only for the liability coverage.  You were not billed again for the charges that were listed on your original reservation from the third-party website for the "Est Time and Mileage".  Unfortunately, we are unable to refund the liability coverage. I have attached a copy of the invoice for what ACE charged you for. It does not include the pre-paid amount.   Thank you 

   

• Initial Complaint

  Date:08/09/2025

  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.

  I rented a 7 passenger vehicle through ACE Rent A Car DIA location in ******, ** on August 4th through Expedia. The price I paid through ******* was $400.65. I was told at the rental desk that with the reservation I had, it would fit 7 passengers, but that doing so would not allow space for luggage. It was also explained to me that since the reservation was made through Expedia, ACE was not able to advertise specifics about the nature of the 7 passenger vehicle. Since my request was for a 7 passenger vehicle, to assume that there would be no baggage is an unreasonable assumption for an airport rental location. The only recourse, I was told, was to ask for an upgrade, which after some overtly salesy tactics came out to an additional $89 per day on top of our already agreed upon rental fee. The total for a 7 passenger van that could accommodate our luggage was $1,864.36 (Rental Agreement DENAP-******). After waiting an hour in the line with my small children waiting, I did not have the luxury of time to engage in a lengthy debate about price gouging. The experience at the ACE rental desk felt predatory. It is common practice to opt for add-ons respecting each unique itinerary. But an over 400% price increase seems excessive and punitive. I left the office feeling frustrated and tricked.

  Business Response

  Date: 08/14/2025

  Good morning. Thank you for sharing your concerns regarding your rental rate for your Denver reservation. In looking at the reservation and your contract it does show the upgrade fee to be changed from a full size SUV that you had booked and a Premium size SUV.  Prices are also based on availability of vehicles.  I can see that when you picked up the vehicle the rate was $1864.36 however when you brought the vehicle back it was late being brought back so additional fees were added due to that.  It was due back at 10:47am and it was brought back at 12:12pm.  The total cost of the rental was $2158.13.  I have attached a copy of your signed rental agreement, and final invoice. These charges were acknowledged and agreed upon at the time of picking up the rental. Unfortunately, there is no refund for the upgrade cost. 

  Customer Answer

  Date: 08/14/2025

  Hello BBB,

  Regarding the issue with ACE Rent A Car, I find their response utterly inattentive to my initial complaint. With that said, I do not believe they are willing to do anything to mend the relationship, and I cannot in good conscience accept their response as responsible business practice. It is this place in between that I have reached out to you at the Better Business Bureau. 

  If this is the extent of what you can do, then I will simply take it as a painful ****** learned to never do business with ACE again. And for their part, they will have succeeded in what I consider to be deceptive business practices, and highly unethical upcharges. 

  Thank you for doing what you can in defense of consumers. 

  Regards, 

  Barclay 

  Customer Answer

  Date: 08/18/2025

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

  Hello BBB,

  Regarding the issue with ACE Rent A Car, I find their response utterly inattentive to my initial complaint. With that said, I do not believe they are willing to do anything to mend the relationship, and I cannot in good conscience accept their response as responsible business practice. It is this place in between that I have reached out to you at the Better Business Bureau. 

  If this is the extent of what you can do, then I will simply take it as a painful ****** learned to never do business with ACE again. And for their part, they will have succeeded in what I consider to be deceptive business practices, and highly unethical upcharges. 

  Thank you for doing what you can in defense of consumers. 

  Regards, 

  Barclay 

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

  
  

• Initial Complaint

  Date:08/09/2025

  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.

  Dear *********** am writing to formally lodge a complaint regarding my recent car rental booking with EconomyBookings, which resulted in refusal of service and the withholding of my full *************** details:Booking Number: ********* Rental Period: 1 July 2025 18 July 2025 (19 days)Supplier: ACE Rent a Car (via EconomyBookings)Pickup Location: ************************************ Airport, ****** Amount Paid in Advance: $880 CAD On the scheduled pickup date, ACE Rent a Car refused to release the vehicle to me on the grounds that I held a G2 drivers licence instead of a full G licence, despite my licence being valid in ******. No alternative solution or partial refund was offered. I was left without a rental car for my trip and without any service for which I had fully paid.I understand that EconomyBookings terms and conditions require accurate licence category disclosure. However, this situation constitutes services paid for but not rendered, as I received no vehicle, no alternative arrangements, and no refund for the unused rental period. Charging a customer for 19 days of ********************** without providing the car is an unfair commercial practice.I have already attempted to resolve this matter directly with EconomyBookings, but my request for a refund has been refused. My bank has also stated they cannot process a charge dispute.I request that EconomyBookings process a full refund of $880 CAD within 14 calendar days from receipt of this letter. If no resolution is provided, I will pursue this complaint with:The ***************************************** (****), as ************* *** is registered in *******Canadian Consumer Protection authorities.Public consumer review and complaint platforms to warn other potential customers.Please treat this as a formal complaint under applicable consumer protection legislation.Sincerely,*** ******* ?? ************************* ************

  Business Response

  Date: 08/14/2025

  Good morning. Thank you for sharing your concerns regarding your pre-paid reservation for *******. The conditions of a pre-paid reservation is that once the reservation is purchased it is non-refundable. That information is shared with all third-party websites such as Economy Bookings, Priceline, Orbitz, etc.  The reservation may be canceled in advance and get a refund on the non-refundable however you cannot cancel at the counter the day of pick up and get a refund. 

  The Terms and Conditions on the ACE website as well as the all of the third-party websites state the following regarding drivers license requirements --- "Only Unrestricted full class driver license G class of Ontario (or equal) to be accepted. Class G2 licenses or similar will not be accepted."  It also states in the "Local Renter Requirement" -- "Ontario renters must be at least 24 years of age and have a class G license. Class G2 licenses will not be accepted."

  ********************** is unable to refund this because it was purchased through the Economy Bookings website and it was them who charged your card and also because of the written policy.  Thank you

• Initial Complaint

  Date:08/05/2025

  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.

  My daughter and I flew into ******** on Sunday June, 29 2025 for my daughters Softball Tournament. I had scheduled a rental car through Ace rentals in ****** ahead of my trip and my total was $299.11 total cost. When I left Ace rentals I was charged $1085.12 when I looked at my receipt. The man who helped me explained absolutely NOTHING of any extra charges to me and just told to initial and sign several times on a little pad in front of me and not shown anything. plus I made sure that I told them I didnt want coverage on the car because I have my own insurance and not to pay in advance on gas but I was charged so much stuff I dont even understand my receipt they gave me on my way out. I have asked for a refund and they have not responded. Several of us Im finding out that flew in for the Softball tournament had the same thing happen from this car rental place Ace rentals. How do I get a refund for the overage charge from what I was quoted and agreed to and escalate this so it doesnt happen to other unexpecting customers/travelers before taking it to court.

  Business Response

  Date: 08/13/2025

  Good afternoon.  Thank you for contacting us regarding your rental in *******  Originally at the time of pick up there were items that were added to your contract such as, a toll pass, pre-paid fuel, loss damage waiver and roadside assistance. These charges were signed for and acknowledged at the time of pick up. They were listed on a copy of your summary of charges provided at the counter prior to you signing your rental agreement and then you received a copy of our signed rental agreement before leaving with the vehicle. When picking up the vehicle your card was authorized for the amount of $1085.12 and that included a required security deposit of about $113. After a call into customer service by you regarding your charges I can see that the Denver mangement did remove 2 of the 4 extra charges and that was the toll pass and the pre-paid fuel. Those charges were removed. Then when you returned the vehicle your rental cost had decreased without the toll pass and pre-paid fuel the cost of your rental ended up being $743.71. So at the time of return on 7/6/25 they refunded $129.68.  

  In looking at the documentation I can see that you are still owed $211.73 for the toll pass and pre-paid fuel they removed from your invoice. I contacted the rental locations management and they are unable to refund that amount because it appears that maybe the card you used originally has expired or something.  The Denver management are going to reach out to you directly in order to get another credit card number from you to credit it to. The manager will be sending that email today 8/13 or tomorrow on 8/14.  Please respond back to them with the information they request. I wanted to make sure you were aware of it so you did not think it was a scam. 

  If you have further questions for me please let me know.  Thank you 

  Customer Answer

  Date: 08/13/2025

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

  Customer Answer

  Date: 08/13/2025

  They said that all the charges were signed for and acknowledged at the time of pick up. They were listed on a copy of your summary of charges provided at the counter prior to you signing your rental agreement. These were NEVER listed or explained. The man was behind a computer and NEVER said anything about what extra charges were being added and I told them I DONT WANT ANY COVERAGE because I have my own insurance and did not want any roadside assistance or car coverage. All I was told was sign the little signature pad in front of you now, now, now etc and by the time I slid my card I asked him for the total and was charged the $1087. My original quote that I Agreed to was $299.11 and thats all I should have been charged. So I would like my full refund of $786.01. And yes I dont have the original card I used so I called to give them my new card info so I could be refunded what they even said but NEVER called me back to issue the $300 something they think will cover it when I filled the car myself. 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 08/14/2025

  Good afternoon. Thank you for your response. The Terms and Conditions state that all customers must show proof of having their own liability and collision coverage or will be billed for them at the rental counter.  The policy states - "Proof of FULL INSURANCE COVERAGE (collision and liability) that will transfer to the rental vehicle must be provided at the time of rent. Otherwise, renter must purchase loss damage waiver at the time of the rental."   If you did not show proof of having your own insurance you would be billed. You said the information was on the Summary of Charges that you received prior to signing the rental contract. The rental agreement has the information on there as well and you also signed that information.  The insurance cannot be removed at this point.  I have attached a copy of the signed rental agreement as well.  Thank you 
  

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me, however, with your statement below, I DID show proof of insurance and I never received The Summary of Charges that you are saying I signed prior to the rental. I was never told what I was agreeing to or what I was signing for so it is still a lie but if it cant be removed as you say then Im stuck with the amount you will refund me. 
  
  "Proof of FULL INSURANCE COVERAGE (collision and liability) that will transfer to the rental vehicle must be provided at the time of rent. Otherwise, renter must purchase loss damage waiver at the time of the rental."   If you did not show proof of having your own insurance you would be billed. You said the information was on the Summary of Charges that you received prior to signing the rental contract. 
  

  Regards,

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

  Customer Answer

  Date: 08/15/2025

  When will they contact me to refund me the money? I dont want to email or text my account info.

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a really bad experience and followed all instructions and still received no compensation for our experience. 1. Asked for a different car when we saw how worn out ours was and they said the one I asked for was a premium they thought and wed probably have to pay more but never offered us another one that was comparable. 2. We told the inspector when we were leaving that the tires were very worn and one was bald He agreed and said hed make a note and that we would have the rental 11 days and be going to the mountains and all over the state He said hed make a note and they would put new ones on when we got back which turned out to be negligence. We drove over ***** miles and went to ******** (where there were cliffs on many many turns through the mountains and extremely rough freeways along our trip running 75 mph. The next day air started leaking so we added some to our good tire. We drove another 100 miles that day and the next day it was low again so my sister started looking for a nail and found that the tread was gone and the belts were showing! We called Ace and spoke to a very helpful man named ****** (the only one that tried to help us) and we had to drive 45 minutes with the tire like this to a ********* We spent 6 hours on the last day of vacation and missed family they had traveled to see us. This incident could have been avoided if they had given us a different van.3 it had 80k miles on it 4 the backup camera didnt work 5 no washer fluid 6 back door power buttons didnt work half the time 7 the front end started rumbling when we put it in reverse the last few days 8 there was no spare! There was a **** and what appeared to be a blow up donut in a compartment but no spare!!

  Business Response

  Date: 08/06/2025

  Good Afternoon. Thank you for your sharing your experience with us. We did speak to Los Angeles management regarding this. He stated that we would like to apologize for this entire issue and yest customer safety is a huge priority to us. We do take this very serious and we are glad everyone is safe. He would like to refund 2 days off the rental cost for you. Please respond and advise if you accept this. Thank you 

  Customer Answer

  Date: 08/06/2025

  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. 
  
  Although I appreciate the offer that was made the more I think about the situation and the employees lack of care for our safety as well as missing an entire day with our family on our last day of vacation with them, the 45 minute drive that we had to make on a tire that the ******** manager said could have burst by just pressing on it, the stress of waiting at ******** for several hours, the money we spent on food and gas, none of that has a price tag on it but its greater than $150. We will settle for $350 credit although I honestly dont believe we should have pay any for the negligence, plus no one ever called us back. We just kept getting passed around, then told we wile be called by ***** on Sunday.  When we spoke to the manager he said ***** deals with this stuff all the time so she will come up with an amount and call you back. It sounds to me like this is a big issue if they have a person dealing with this full time. The car was in poor condition to take our children in for 10 days and the thought that we drove it from ** to the beach, ********, and thru the valley makes me sick. I apologize for being difficult, but I feel like this is reasonable. 
  
  Regards,
  
  **** ******
  

  Business Response

  Date: 08/14/2025

  Good morning. Thank you for your reply. I will provide this information to Los Angeles management to review and will get back with you as soon as I have more information.

  Customer Answer

  Date: 08/15/2025

  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 did not approve because they said they were going to talk to the Los Angeles office and get back. Awaiting a reply before I accept. 
  
  Regards,
  
  **** ******
  

  Business Response

  Date: 08/15/2025

  Good afternoon,

  Thank you for your patience. I did check with our top manager in ***********. The most he can refund is $300. Could you please let me know if you would accept this offer?   

  Thank you 

  Customer Answer

  Date: 08/18/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  **** ******

  Customer Answer

  Date: 08/18/2025

  How do I get my $300 back? 

• Initial Complaint

  Date:08/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a rental car with Ace rent a car Miami Int Airport thru ***********. Paid ****** $for 15 days rental for a Camry or similar. When I returned the car they charged me another ****** $1. They gave me a Dodge Charger, which coasted me so much extra in gas. They said it was similar. Which is not 2. They didnt allow me to use my own Sunpass, sold me a very high daily rate, I had no choice but accept it. 3. Final bill includes so many unexpected, inflated charges which are unheard of 4. I made a search on line and find out that this company has so many similar complaints. Is there an authority in ** to stop this unethical, immoral business practice? I am shocked to see a US business which has 1000 s of similar complaints is still continuing the same practice. They lured customers by advertising low rates and charge 3 times more with unheard of charges.

  Business Response

  Date: 08/06/2025

  Good afternoon.  Thank you for taking the time to share your rental experience. I regret to hear that you rental did not meet expectations. After reviewing your contract the charges you mentioned being billed for are not correct. You did pre-pay your rental when you made your reservation.  And you received the credit for the pre-paid reservation.  There were 2 items added at the rental counter when you came in to pick up the vehicle and that was the toll pass and liability coverage. The liability coverage and the toll pass including taxes and fees came to $535.78. The amount you pre-paid was $397.14.  So if you add the pre-paid amount of $397.14 and the charge for the toll pass and liability coverage of $535.78 that comes to a grand total of $932.92. You will only see 2 charges on your card from ACE Rent A Car and those 2 charges will add up to be that amount of $535.78.  I will attach copies of your receipts. 

  Personal toll passes cannot be added to our rental cars at that location because each vehicle already has a toll pass attached to it. Liability coverage is required in order to rent. If you do not have proof of your own it must be purchased at the rental counter. I have included a copy of the additional charges you were billed for at the rental counter. If you have further questions, please let us know. 

  
  

  Customer Answer

  Date: 08/06/2025

  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. 
  
  Prior to Ace, I rented a car from Dollar Rent a car for 12 days. All included came to ***** $ per day. 
  Ace, gave me a large car claiming it was similar to Camry, which was not, I spent too much in gas. Also, my rental from Ace came to 90$ per day.

  Comparing the charges from two rental companies, the conclusion is: Ace lure the customers by advertising very low rates and hits them with many inflated extra charges. 

  The internet is full with 100 s similar complaints.   In conclusion: Ace is not an honest, moral and ethical company. This is what 100 s customers are saying about Ace and they can not be all wrong. 
  When I returned the car, I asked for a discount and it was refused.  I am still asking for some refund to my credit card  because Camry and Dodge  Charger is not Similar  cars and it costed me too much in gas. I drove 970 miles. It worked out to my disadvantage  

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

  
  

• Initial Complaint

  Date:08/01/2025

  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.

  We booked a 17 day car rental for our roadtrip from *** to ***** and ******. The total price for the booking was $850. When we arrived at ACE car rental at the LaGuardia airport location we were told about a number of fees. First, we were required to pur***** their insurance for $29 per day despite the fact our ***** sapphire insurance typi***ly covers rental *** insurance at other rental companies (we have not had an issue with this before).Next we were shown a map of where we were permitted to travel to which included only neighboring states. Given our trip goes through ***** and ******. It was explained to us that we would be required to pay $20 a day to travel to ***** and $35 dollars a day to travel to ******. We are required to pay BOTH of these fees ALL 17 days of our travel bringing our advertised unlimited mileage from $850 to $1850 for the 17 days. This is criminal! We want our original price. We should have been notified when we made the booking of this absurd scam they are running. They clearly wait to tell people of these conditions when it is the day of travel and they have no options left but to eat the fees.

  Business Response

  Date: 08/06/2025

  Good morning. Thank you for sharing your concerns regarding the charges on your current rental. We can see that you currently have the vehicle out on rental now until August 17.  The Terms and Conditions that are on the *** website as well as in the "Rules and Restrictions" tab on all of the third party websites say the following - "Geographic Restrictions
  Vehicles may be driven in **********, ********, ************, ***********, ********, ********, ************, *************, *************, ********, and the ********************. Geofence violation fee will apply for travel outside of these states. Vehicles are never permitted to travel into ******."   This is available to see prior to making reservations for the ********* location. There will be no refund for the additional charges for going outside the Geographical area. 

  The insurance covered by your credit card covers collision coverage only.  At the rental counter you were billed for liability coverage only.  It is also required that customers must show proof of having their own liability and collision coverage or they must be paid for at the rental counter. If you have further questions, please reach out to us.  
  
  

• Initial Complaint

  Date:07/28/2025

  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.

  Im writing to provide an update to my original complaint against ACE Rent A Car and Rockport Auto Claims regarding a damage claim from July 2024.Despite my repeated requests, ACE Rent A Car has not provided any pre-rental or post-rental photographs of the vehicles condition. They have confirmed in writing that no check-out photos exist. They also failed to conduct a walk-through inspection with me at the time of rental or return, which occurred without a representative present due to a location drop-off at the airport terminal.Additionally, the claims company (********) admitted that *** did not provide supporting documents they initially requested. The only document ACE relies on is a signed damage slip with no damage noted but that slip was signed at the counter, without any representative verifying the vehicle with me in person. I had no knowledge or confirmation of the vehicles actual condition.The company is now holding me financially responsible for a repair claim of $1,415.10 based on unsupported assumptions, not verifiable evidence. I believe this is an unfair billing practice that places the burden solely on the consumer without proper inspection, evidence, or verification.I respectfully request that CFPB require ACE and Rockport to:Provide verified pre-rental and post-rental inspection records with time-stamped images,Pause or cancel the current collection activity until a full investigation is conducted,Cease attempts to collect from me without valid proof of liability.Thank you for your continued attention and for helping protect consumers from unsupported or deceptive billing practices.

  Business Response

  Date: 07/30/2025

  Good afternoon. Thank you for sharing your concerns regarding your rental.  I have requested information from the ***** location regarding this and once I have more information I will respond.

  Thank you

  Business Response

  Date: 07/31/2025

  Good morning. Thank you for your patience. I did reach out to the rental location regarding this. They stated that it is the customers responsibility to complete the inspection slip. Their policy is that no employee has to be with the customer. The only way to resolve this damage claim is through the third-party which is Rockport Auto Claims. They are non biased and may be able to assist you. Once the claims are submitted to ******** the ACE location does not get involved in the claim process. They are unable to cancel any proceedings. You will have to continue to work with Rockport.  Thank you 

  Customer Answer

  Date: 08/06/2025

  Response to this email: To assist us in bringing this matter to a close, we would like to know your view on the matter.
  
  *Has the company addressed the issue of the dispute? Yes. Ive include in the attached emails , they stated the don't have the requested photos and check out slips that I requested to prove that the damage didnt occur when the rental car was in my presence. The said although they don't have the photos i still have to pay. 
  
  *If not, why?
  
  *Has the company met the agreement they outlined in their response? No. 

  Customer Answer

  Date: 08/06/2025

  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. 
  
  Response to this email: To assist us in bringing this matter to a close, we would like to know your view on the matter.
  
  *Has the company addressed the issue of the dispute? Yes. Ive include in the attached emails , they stated the don't have the requested photos and check out slips that I requested to prove that the damage didnt occur when the rental car was in my presence. The said although they don't have the photos i still have to pay. 
  
  *If not, why?
  
  *Has the company met the agreement they outlined in their response? No. 
  Regards,
  
  ****** ******
  

  Customer Answer

  Date: 08/08/2025

  Thank you for you efforts. All the information and disputes I provided was between me and  Rockport.  Can I make a compliant against Rockpor? 

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Ace Rent A Car in *******, ******* on July 2, 2025, at 8 PM. Immediately after leaving the parking lot, the check engine light came on. I tried calling Ace to report the issue right away, but no one answered the phone.Due to a medical condition requiring insulin, I had to urgently go to a pharmacy before closing, so I kept the vehicle for the night. The next morning (July 3), the check engine light was still on, and on my way to work at 7 AM, I noticed one of the tires was extremely low, allowing me to drive only 1015 ****** wife called Ace on my behalf, and their response was shocking:They told us I could either change the tire myself or return the car myselfeven after being informed that the car could barely be driven and that I was 45 minutes away, making this a serious safety risk.They offered no roadside assistance or reasonable help for the ************ make matters worse, Ace kept my $200 deposit, claiming I bent the rim of their tire, even though the vehicle was already in poor condition when I received it (check engine light on, low tire).This was one of the worst rental experiences Ive ever hada car in unsafe condition, no help when problems arose, and then blaming me for pre-existing issues to keep my deposit.I strongly caution anyone considering renting from this location. Safety and customer service should be top priorities, and unfortunately, Ace Rent A Car in ******* failed on both.

  Business Response

  Date: 07/29/2025

  Good morning, In confirming with the rental location, there is an active claim that has been filed with ************* Claims in regards to the vehicles tire/rim damage. The photos attached will show that the vehicle did not leave the lot in this condition as the tire would be flat prior to your departure.  The **** sensor was damaged as a result of driving on the flat tire and the rim damage indicates that the vehicle struck an object while in use. Typically the $200 deposit they held for this is usually refunded to the customer once the damage claim has been settled and closed. Our office does not have any information on the damage claim and any further questions or concerns that you have must be directed to Rockport Auto Claims at ************ or by email at ******************************* Thank you 

   

  Customer Answer

  Date: 07/29/2025

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

  I am filing this complaint because ACE Rent A Car has failed to return my $200 deposit and has provided extremely poor customer service.
  
  
  On July 2, 2025, I rented a vehicle from ACE Rent A Car in *******. Upon pulling out of the parking lot, the check engine light immediately came on. I attempted to contact ACE right away to report the issue. However, due to a serious medical condition requiring insulin, I needed to reach Publix pharmacy before they closed to retrieve my prescription. If I had not done so, my blood sugar levels could have become dangerously high, potentially resulting in an ER visit.
  
  
  The next day, I attempted to return to ACE; however, I discovered that the car had also sustained a flat tire, which must have occurred when I left the lot the previous night. I drove back toward ACE at only 1015 miles per hour for my safety and the safety of the vehicle, but it became apparent that the drive would take approximately 30 minutes, which was unsafe under the circumstances.
  
  
  Despite my efforts to communicate and resolve this issue, ACE Rent A Car has been completely unhelpful, dismissive, and unwilling to understand my situation. They continue to insist that I bent their car rim, which I firmly deny. I did not damage their vehicle; the car issues were present from the start, as indicated by the immediate engine warning light and the subsequent flat tire.
  
  
  To this day, ACE Rent A Car has refused to return my $200 deposit, which I believe is unjust and unethical. I am highly dissatisfied with how this matter has been handled and with the lack of empathy or accountability shown by ACE Rent A Car.
  
  
  I am requesting a full return of my $200 deposit and for this matter to be formally reviewed by the Better Business Bureau.
  
  
  
  Regards,
  
  ****** Mars

  
  

  Customer Answer

  Date: 08/01/2025

  I received new information stating that I owe an additional of $1,100 for the til they claimed that I bent while changing their flat tire.

  They already kept my $200 and saying I own $1,100. Please read my claim thoroughly to understand this issue clearly because this ACE rent a car in ******* does not seem to care about anything or understand the situation. Also, I did not bend there rim. I wish I took a before picture to show you all

  Business Response

  Date: 08/05/2025

  Good afternoon. As mentioned in the past email. Since there has been a damage claim filed from the rental location all information regarding this is sent to ************* Claims. We cannot answer any questions regarding the charges or when and if a deposit will be refunded. Please contact Rockport Auto Claims directly at ****************************** or by calling **************.  Thank you

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is somewhat satisfactory to me. 
  
  
  

  Regards,

  ****** Mars