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 Presque Isle

  113 Parsons St Presque Isle, ME 04769

• 

  Aligo Rent a Car

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

• 

  Aligo Rent a Car

  5505 Airport Way Four Points by Sheraton Kelowna, BC V1V 3C3

• 

  Aligo Rent a Car

  15269 104 Ave Inside Sheraton Hotel - Lobby Surrey, BC V3R 1N5

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:09/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first reached out to ACE about the fuel charges related to my reservation (confirmation number ACV17733076) via the chat function. When I picked up the vehicle on 8/26/25, I requested 1/2 gallon of prepaid fuel at $2.64/gallon. Upon return of the vehicle, it was noted that it had 3/4 tank, but I was charged for "PRE-PAID FUEL 1 @ *****," a full tank. I was also charged for the actual fuel, "FUEL CHARGE 4.63 GALLONS @ 8.99." I have since been credited $41.62 for the actual fuel charge (4.63 GALLONS @ 8.99), given the duplicate charge. This is insufficient, however, because I requested to prepay for ONE-HALF tank of gas, and should not be charged for a full tank of gas. I definitely should not be paying more for the prepaid fuel option than I would have paid for the actual fuel charge at $8.99/gal. That defeats the purpose of offering the prepaid fuel option. I received the following reply from ******, "I understand your concerns. However, as clearly stated under the Rental Agreement Terms and Conditions, Section 3: Condition and Return of Vehicle, if you purchase the prepaid fuel option, credit will not be issued for any unused fuel. Therefore, no refund is due in this instance."This is not satisfactory. I am not requesting a credit for unused fuel. I am requesting to pay for no more fuel than I agreed to prepay for at the time of the rental. I am asking *** to uphold the agreement we made at the time of rental.This has become a very frustrating experience, as I only ever agreed to a half tank of prepaid fuel. I was then double charged for fuel (at two different rates), and now I'm told that I can't get a refund for fuel that I did not agree to pay for. Please credit me $25.62 for the one-half tank of prepaid fuel that I requested at the time of rental.

  Business Response

  Date: 09/10/2025

  Hello *********,

  Unfortunately, our ****** location does not offer a half-tank prepaid fuel option. When the prepaid fuel package is selected, it applies to the full tank, and any unused fuel cannot be credited back. We understand this may not always feel like the most flexible option, but it is designed to provide convenience for our customers by saving time at drop-off.

  Customer Answer

  Date: 09/10/2025

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

  No.  
  
  *If not, why?

  According to their response, the Denver location does not offer 1/2 tank prepaid fuel as an option.  If that were true, the person completing my rental should have notified me of that when I specifically requested 1/2 tank prepaid fuel.  I would not have agreed to a full tank, knowing that my rental was for under 36 hours, and I would not be using anywhere near a full tank of gas. Moreover, if that was the explanation, why didn't they mention that in any of our three prior direct communications on this topic.
  

  *Has the company met the agreement they outlined in their response?

  No.  This has become anything but convenient.  

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

  
  

• Initial Complaint

  Date:09/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 8/29/25-9/01/25. I was falsely accused of damaging the inside of car, burn holes and floor mat removed. I have never smoked a day in my life and returned the rental car in the same condition that I rented it. They will make up any lie to get money from people. DO NOT RENT FROM THIS COMPANY !!! This company lies to get money from innocent renters. They will put in false claims with ************* Claims about their cars just to get money out of innocent people, even when you bring the car back in perfect condition. I need a refund for the hold that was put on my credit card immediately. I will sue and have my lawyer follow up also.

  Business Response

  Date: 09/09/2025

  Hello Quishona,

  I understand that unexpected fees can feel frustrating. In this case, our agents noted evidence of smoking in the vehicle, including a smoke odor and ashes on the seats and floors. After reviewing the situation, management has confirmed that the smoking fee was valid and a refund cannot be issued.

  The $200 hold on your card will be released once the damage claim is officially closed through ************* Claims. Unfortunately, it cannot be released prior to that process being completed.

  Customer Answer

  Date: 09/09/2025

  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,
  
  ******** ********
  

• Initial Complaint

  Date:08/29/2025

  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.

  My husband and I rented a car from the *************** location August *****th 2025 and made the booking in advance on a third party website. We pre-purchased insurance through this website as we always do with our rental car bookings. My total due at the counter was $80.95. When its finally our turn, ****** is our representative to help us. I give her our information for the online booking, show her our total due and show her the proof of insurance purchased. She then acknowledges we already have insurance and says okay, its third party so you will have to contact them if anything happens. She then rushes through our checkout and that was the last thing she explained to us. Tells my husband to sign and initial in multiple places with no explanations, says you will see a deposit hold on your card, itll fall off after you have returned the car. No other explanations. Hands us a receipt and tells us what car is ours. I look at the total and see it says $163.49 and not $80.95 and we both assumed that included the deposit. It never fell off, I call back and ***** refused to talk to me hes the manager. Find out she double charged us for insurance that we showed her we already had, she never told us she was adding extra insurance to our bill, h*** she barely explained anything to us! ****** just wanted to get the line down. This place is a scam with poor management who refuse to talk to customers. The customer care center told me ***** refused to refund me the difference for being overcharged the insurance we told ****** we didnt need. I just want my refund of $82.54 which I am owed.

  Business Response

  Date: 09/03/2025

  Good afternoon. Thank you for taking the time to share your experience. I regret to hear that your rental did not meet expectations. In your complaint you mentioned that you showed ****** your amount due and the proof of insurance purchased.  This was the insurance purchased online when you made the reservation.  The insurance purchased through the website only covers collision coverage. It is not full coverage and covers collision coverage.  The rental location requires that all customer must provide proof of full coverage insurance. So you would have needed to show proof of liability insurance as well. It does state in the Terms and Conditions on the *** website as well as the third-party websites such as ******, Priceline, etc that all customers must show proof of full coverage insurance at the counter or it must be purchased at the rental counter.  You were only charged for liability and the policy you had through ****** covered the collision.  Unfortunately, there will be no refund for the liability coverage purchased at the counter.  Thank you 

• Initial Complaint

  Date:08/27/2025

  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 am writing to formally express my extreme dissatisfaction with the service I received from ACE Rent a Car at ***, related to a reservation I made via Priceline on May 20th for pickup on August 24th.The confirmation I received from both ACE and Priceline clearly indicated that my reservation was at the *** location, at a quoted rate of $115.12. Upon our arrival on August 24, we were greeted not by professionalism, but by unsanitary conditions including rats by the entrance and a chaotic scene with a line stretching out the door. Despite our scheduled pickup time of 10:30 AM, we waited in line until 12:30 PM a full two hours just to be told by the agent, after taking my license and charging my card, that I was now on a waiting list because there were no cars available This was unacceptable. We continued to wait for another 45 minutes only to finally be told by a so-called manager that our reservation was invalid because it wasnt for the *** location. This directly contradicted the confirmation I had in hand, which clearly showed *** as the pickup location confirmed by ACE's own SMS message To make matters worse, other customers were being given vehicles while we were left stranded. It quickly became obvious that ACE was unwilling to honor the confirmed reservation likely due to the lower rate I had booked months prior The staff was dismissive and unhelpful, leaving us completely stuck. After wasting over 3 hours at ACE (plus the 2+ hour line beforehand), we had no choice but to book a last-minute rental from Payless for $244.72, which required an additional **** trip all at our own expense I have rented cars from many vendors in the past, and this was by far the worst experience Ive ever had. If I had known ACE operated in this manner, I would have never booked with them and instead gone with a more reputable company, even if it cost more up front. In the end, I lost time, money, and trust in both ACE and Priceline as a result of this ordeal

  Business Response

  Date: 09/03/2025

  Good morning.  I was actually working on this earlier this morning.  I am waiting on manager approval for the refund to be processed and will provide you an email once the refund has been processed.  You should hear from me via email later today or tomorrow at the latest. We do apologize for the inconvenience that this caused you. 

  Business Response

  Date: 09/03/2025

  Thank you for your patience.  I wanted to make sure it is documented here that a refund was processed for the customer this morning for $160.66 this morning. We have sent a separate email to the customer regarding this refund as well.  

• Initial Complaint

  Date:08/25/2025

  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.

  Summary of Complaint My recent rental with Ace Car Rental in ******* involved undisclosed fees, high-pressure sales, and charges nearly triple my confirmed quote. Despite confirming the total several times by phone, I was billed for add-ons I never agreed to or was pressured into accepting.---Issues in Detail 1. Fuel P***ay Not Disclosed:I was never given the option to decline. The car needed ~10 gallons, which at $2.83/gal is ~$28.30. Instead, I was charged $99 ($9.99/gal).Resolution: Refund $70.70 difference.2. Quoted Price vs. Final Bill:I was quoted ~$237 total (confirmed in three calls). At checkout the bill was nearly $700. The only valid extra was the $95 upgrade ($19/day 5). Nothing else explains the $463 increase.Resolution: Provide an itemized invoice reconciling quote vs. final charges.3. PlatePass/Toll Program:I was billed $69 for unlimited tolls though I only passed 34 tolls worth $3$4.Resolution: Refund $69 or adjust to actual tolls.4. Insurance Add-Ons Pressured Sale:I have full collision coverage through Travelers and presented proof. The *** ***eatedly warned of difficulties if I declined *************** pressuring my wife and me until we returned to accept it. This was intimidation, not informed consent.Resolution: Refund the insurance charges.5. Lack of Transparency:I called Ace multiple times before pickup to confirm costs. At no point were these fees disclosed. I can show call records to prove this.---Requested Resolution 1. Refund $70.70 fuel overcharge.2. Refund or adjust $69 PlatePass.3. Refund pressured insurance charges.4. Corrected itemized invoice explaining increase from ~$237 to ~$700.---Closing Statement I rent frequently with ***** and Enterprise and have never faced practices like these. Inflated fuel rates, unnecessary toll programs, and pressured insurance sales reflect a deceptive business model. I request a fair review and refund within 10 business days.

  Business Response

  Date: 09/03/2025

  Hello ******, 

  Thank you for taking the time to write to us regarding your recent rental in *******. Reviewing your account, you signed and agreed to purchase the ***, SLI, toll pass, and upgrade of the vehicle. Additionally, per your signed rental agreement, the vehicle must be returned at the same level of fuel you received it at. The vehicle was provided with a full tank and was returned with onl half a tank which resulted in a refueling charge of $93.99 per your contracted refueling rate of $9.99/gal. After thorough review, all charges are valid and no refund will be awarded for your rental. 

  Thank you, 

  ACE Customer Care

  Customer Answer

  Date: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I do not accept the businesss response. There is a gas station located directly in front of their station, and I personally made three calls to confirm how fuel would be charged. Each time, I was told that pricing would be based on market rates. At the time I refueled, the market rate was $2.83 per gallon. Had anyone informed me that the actual charge would be $9.99 per gallon, I would have filled up across the street instead.

  
  

  This is not my only concern. In my original complaint, I also explained that I felt pressured by their customer service representative to purchase their insurance, despite providing proof of my existing collision coverage. The representative continued to push their insurance, suggesting it would be easier in the event of a claim and implying complications if I declined. My fiance was present for this interaction and can provide a written testimonial as a witness.

  
  

  Since their response failed to address either the unfair fuel pricing or the insurance issueand the insurance matter is actually my bigger complaintI must reiterate that their reply is unacceptable.

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

  Business Response

  Date: 09/09/2025

  Hello ******,

  I understand how frustrating unexpected charges can feel, and Id like to clarify how our policies work. Vehicles are required to be returned with the same level of fuel as at pickup. If the prepaid fuel package is selected at the counter, the rate is based on market prices. If the package is not purchased, refueling is billed at $9.99 per gallon. These details are included in the rental agreement along with the total estimated charges.

  In addition, our agents are expected to outline the benefits of our insurance compared to using personal insurance so customers can make the choice that works best for them. In this case, since the coverage and fuel were part of the signed agreement, we are unable to provide a refund.

  Customer Answer

  Date: 09/09/2025

  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,

  
  

  I do not feel that the Ace Rental Car agent provided a sufficient resolution to my issue. In fact, I returned the car early. What is truly unacceptable is that I called four separate times in advance to clarify potential additional chargesincluding questions about gasand was told that pricing was based on the local area. I have included records of those calls, all made prior to renting the vehicle.

  
  

  Training staff to pressure customers into purchasing your insurance, despite my already having auto and collision coverage on file, is not ethical business practice. Ace should be ashamed of operating this way.

  
  

  When I returned the vehicle, I specifically asked about fueling. The representative told me they could refill the tank, but at no point did anyone mention a $9.99 charge. I raised concerns at that time as well. Between these fuel charges and the inflated collision insurance costs, this feels deceptive.

  
  

  After researching online, I see many similar complaints. This appears to be a regular pattern of bait-and-switch pricingcustomers ask direct questions and are given vague or misleading answers. That is simply unacceptable.

   
  
  Regards,
  
  ****** ******

  
  

• Initial Complaint

  Date:08/20/2025

  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.

  Business Name: ACE Rent A Car (LAX Location)Date of Incident: August 11, 2025 Complaint:I prepaid for a car rental through ACE Rent A Car (via their broker, EconomyBookings). The written terms and conditions at the time of booking clearly allowed travel to ******. My trip required driving to *********, and this was the sole reason I selected this rental.When I arrived at **************** Airport location, the counter agent informed me that the terms had recently changed and restricted the vehicle to ********** only. I was told I must sign these new terms or be denied a car, and that if I drove outside ********** the car would be flagged as stolen.This left me with no choice: the rental was already prepaid, and *** refused to honor the original conditions or issue a refund. I was effectively coerced into signing new restrictions under duress, rendering the rental useless for my intended trip.This constitutes a bait-and-switch practice: ACE advertised and sold one set of terms, then delivered another. Despite escalating my complaint with **** customer service, they denied responsibility and refused a refund.Resolution Requested:Full refund of prepaid rental amount.Written assurance that *** will not continue changing terms after payment without providing a refund option.

  Business Response

  Date: 08/20/2025

  Good Afternoon. Thank you for sharing your concerns with us on your *********** rental. I can see that any fee charged in relation to going to ****** was not charged to your card at the time of return. I show that the only charge was for after hour return. (see attached invoice)  We do apologize for the inconvenience in the geographical restriction policy.  We would like to offer you also a 15% discount on your next ACE rental. This is valid at any of our rental locations worldwide. In order to use this discount please contact us at ************** and refer to ticket number- ******. The agent will make your reservation for you and apply the discount.   Thank you for your patience. 
  

  Customer Answer

  Date: 08/31/2025

  The wrote back but they did not resolve this satisfactorily. I ws forces to rent from them becuase it was prepaid and they would not honor my contract that allowed me to drive to ******. they then wanted to charge me more for that right which i was promised in my contract when I rented the car. this is an unsatisfactory settlement

  Customer Answer

  Date: 09/04/2025

  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.]

  The wrote back but they did not resolve this satisfactorily. I ws forces to rent from them becuase it was prepaid and they would not honor my contract that allowed me to drive to ******. they then wanted to charge me more for that right which i was promised in my contract when I rented the car. this is an unsatisfactory settlement
  
  Regards,
  
  ******* ******

  
  

  Business Response

  Date: 09/04/2025

  Hello.  I will check with management and get back with you.  Thank you for your patience.

  Customer Answer

  Date: 09/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This has nothing to do with the after hours parking. That was a charge they told me about and I accepted. The complaint is about the entire rental. It was written in the rental agreement that I had prepaid for that I would be able to use the rental in ******. When I went to pick up the car they had changed the agreement and informed me that I would not be able to take the car to ******. They would not give me a refund for my rental so I was forced to take it under these new conditions that I was forced to agree to or lose my rental completely. This is unacceptable. It is called bait and switch. It is fraud.
  Regards,
  
  ******* ******
  

  Business Response

  Date: 09/10/2025

  Good morning.  We have verified with Los Angeles management the vehicle was used and driven 300 miles or so during the 3 day rental. The rental cost was $102.00 including the after hours drop off fee . We have offered a 15% discount off the customers next ********************** with **********************. This can be used at any of our locations worldwide and there is no expiration date. Again please contact us at ************** and refer to ticket 164155.  The agent will book the reservation and will apply the discount as well.  There is nothing further we can do to assist the customer. Thank you 

• Initial Complaint

  Date:08/19/2025

  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 car on the third-party platform economy bookings (license plate number: **********. I chose full insurance, and did not provide any other information at the time of checkout and confirmation. However, when I arrived at the car rental company, they told me that I had to buy liability insurance to pick up the car, which was about $30 a day. This fee is very expensive and unreasonable. I communicated with them many times, and finally decided that I had to pay liability insurance before I could pick up the car. They said that I had to pay to pick up the car, and there would be no refund. I was very dissatisfied with this and asked for a refund of my overpayment.

  Business Response

  Date: 08/20/2025

  Good afternoon. Thank you for sharing your concerns on the liability coverage in ************  The insurance that is purchased through the third-party websites only covers collision coverage. It does not provide liability coverage. This is most likely why you were billed for liability at the rental counter.  I show you have the vehicle until 8/31.  I am unable to remove the insurance via email, or over the phone. However, if you provide proof such as a copy of your declaration page from your own car insurance policy that shows you have liability coverage and take it into the office in *********** they would be able to check that for you and possibly remove that coverage for you. Again unfortunately, we cannot do this via email or over the phone. They also will not remove it after the rental is completed.  Thank you 

• Initial Complaint

  Date:08/18/2025

  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 two cars with this company at the *** airport in March 2025. I was working abroad for the past several months which is why I am just now getting back to this. The first reservation was made in person 3/6/25. This reservation ended 3/14/25 at which point I opened a second reservation that ended 3/22/25. I had to open a separate reservation as the company charges a $30/day fee to extend current reservations.When arriving at the counter, I explained that I was in a hurry as I had an interview to get to in a few hours and had my own personal car insurance which covered me for rentals and therefore did not need to purchase any insurance. The attendant at the counter acknowledged my situation and quickly ushered me to sign the rental agreement. Again for the second agreement, I quickly signed, as I had done before, and went on my way. After receiving my bill from the second agreement, I realized I had been charged for car insurance. I then looked at my previous bill and saw I had been charged on that one too. Between the two bills, I was charged a total of $492.83 in car insurance that I had verbally refused at the counter.I reached out to customer service 3/22/25 to explain the issue at which point I was asked to send over a copy of my insurance proving it covered me for rental cars. After I sent over the required documents, I was told that because I did not provide this proof of insurance at the time of pickup, I could not be reimbursed for the charges. However at the time of pickup, after having verbally told the attendant I had insurance, he did not ask for any proof. I went back and forth with customer service, billing, etc. about the dispute and was ultimately told that because I had signed agreeing to the insurance there was nothing they could do.I understand that I signed the rental agreement, but I think the attendant was clearly taking advantage of me given the situation and I am hoping to get some retribution. Thank you

  Business Response

  Date: 08/20/2025

  Good morning. Thank you for contacting us regarding your Ft. Lauderdale rentals in March 2025. Our management team at the rental location as well as at the corporate office reviewed your concerns. It appears that you filed a chargeback with your credit card company on both transactions. The decision was made by management because the transactions were disputed with your credit card company, the charges were acknowledged and accepted by your signature on both rental agreements, and the fact that this happened 5 months ago we can not remove the charges for the insurance. Once a dispute is done with the credit card company it is up the credit card to refund or charge the customer. We will not make a decision otherwise. Thank you 

• Initial Complaint

  Date:08/18/2025

  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.

  Business failing to return rental deposit. ***** claims of deposit return. Personal Bank confirmed there is no pending transfer from business. Employees giving run around after multiple calls and supervisor using hold to force caller to hang up. Online reviews of the company state we are not the first to encounter this issue.

  Business Response

  Date: 08/25/2025

  Hello *******, 

  From our records, I do show that proof of the deposit refund was provided to you and in talking with our team in ***********, they verified that you confirmed receipt of the refund. 

  Thank you, 

  ACE Customer Care 

• 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,

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