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 has 65 locations, listed below.

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  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

• 

  Aligo Rent a Car

  426 5300 No. 3 Rd Richmond, BC V6X 2X9

• 

  ACE Rent A Car

  268 W Route 59 Chestnut Rdg, NY 10977

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:11/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/24/2024 I went to this location to pick up my reservation. I was told they do a credit check, I got denied the reservation. I called Equifax number given by attendant, ******* said I had excellent credit. This place uses bait and switch, sells you unnecessary features, and can pretty much what ever they feel like. Now I need to know why is there no sign indicating about credit check. Why I was denied. Just horrible place.

  Business Response

  Date: 11/25/2024

  Hi *****, 

  It does state in our terms and conditions " A credit check will be performed for all debit card customers and all local renters, regardless of payment type, to determine their eligibility to rent." After looking further into your reservation, it shows that no score was found from the credit check. If you would like to further discuss our policies or discuss your rental experience, you can always reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Customer Answer

  Date: 11/25/2024

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

  This company  doesnt honor anything. Its the all bait and switch, to make customers pay more. At a 1.0 online rating obviously something wrong. Dont rent from this company.
  
  Regards,
  
  ***** *********

  
  

• Initial Complaint

  Date:11/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  rented 11/15/2024 - Rented vehicle everything was fine until next day, the check engine light came on. I contacted rental place and was assured that everything is okay, it was just a sensor. About 4pm, the vehicle started stopping when pressure was applied to the gas. There is no emergency line or after hours line to contact should anything happen with their vehicle. Monday morning, the company was contacted and i was assured that i would receive a credit. No credit was dispensed. I was accused of removing a sensor that would not monitor my speed. When talking to a mechanic, they said what happened to the car stopping was the transmission slipping. Im just a girl, i have no idea how to remove anything off of the motor. I swapped into another vehicle, and the vehicle was lit up like Christmas day.. The abs light was on, brake light, a wrench.. it was a mess. The brakes were squeaking and metal to metal. I was charged $548.59 for 2 inoperable ************** were rowdy and had very nasty attitudes. overall i was highly disappointed with the way this company handled me and how they handle business in specificity. Will never return and will advise everyone to steer clear of this company. They are scammers and fraudsters! They mentioned they would not be doing anything to satisfy me because they said i ******** with their vehicle. This is outrageous. Ive rented vehicles for a year and have never had this happen to me.

  Business Response

  Date: 11/22/2024

  Hi JahVyree, 

  If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits) so we can find your rental reservation, we'd be more than happy to look further into this case for you. We want to assure you that our main priority at ACE Rent a Car is to provide the safest and most reliable vehicles to our customers. We truly look forward to hearing from you so we can get this resolved right away.

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from ACE on Saturday, November 16. I returned the car at 5:45pm, MST, on the same day (11/16/24). My two kids backpacks were left in the trunk when I returned the car. I have called multiple times (including 2 hours after I returned the car), and get the same answer that they checked the car and didnt find them. I filed a claim on their website repeatedly asked to speak with a manager and was denied every time. I dont understand how two regular size backpacks magically go missing when they were last in the rental car and now nobody can find them.

  Business Response

  Date: 11/19/2024

  Hi ******, 

  If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits) and the location you rented from, we'd be more than happy to look further into your kid's lost backpacks. I want to assure you that our main priority is to provide the best service to our customers and we look forward to hearing from you soon.

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service 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.

  ACE rental car over charged me for my rental car. I paid for the first two days and needed to extend for another three. They charged me for all 5 days. When I asked for refund I was given the runaround. Transferred to lines that dont pick up calls, just tell you to leave a message.I went in the location and they say a manager is not there to help me.. I call the number and he never called me back. I called and spoke to a girl who tried to go over the charges, but the math was not matching what my receipt said and she had no explanation. Told me she would transfer me to a manager and nobody picked up.This company has a ton of hidden fees and is probably ripping off a lot of customers. When people see a discrepancy.. they do anything to avoid giving a customer a return. Knowing that they are overcharging and either hoping you dont catch it.. or if you do you will get exhausted from calling and not want your money back.

  Business Response

  Date: 11/18/2024

  Dear ******, 
  After looking further into your reservation, I can see that the location did not charge you for all 5 days and only charged you for the extension. When it comes to extending a reservation, we do not match the rate you originally reserved the vehicle. I have attached the final invoice that breaks down all the charges made for the reservation. If you have any other questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************, and we'd be more than happy to assist you. 

  Customer Answer

  Date: 11/18/2024

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

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

  The math still does not add up.  If you go through and add the fees do not equal the $337 dollars that I was charged.  The business receipt they turned in looks different than mine.  Compare and add it up.  I need a ***** dollar refund.  I paid the third part $86 for the first two days.  Those days started on Sunday the 27th when I picked the car up.  So I already paid for those days.  The 27th and 28th.   I am attaching that Priceline receipt as well.  Where is my refund? This business is a scam and a sham. 
  

  it wont upload the Priceline receipt.. but I have that as well

  Confirmation number POV16597879

  Ihave no reason to lie about being scammed. 

  
  ****** ****

  
  

  Business Response

  Date: 11/20/2024

  Dear ******, 
  The price you paid online was for the vehicle itself. It does not include the refundable security deposit and additional add-ons like insurance (if needed because it is a requirement), toll pass, pre-paid fuel, etc. I have attached the final invoice that breaks down the charges made for the reservation. We did authorize ******* at the time of pick up, which was put as a pending charge. Your final charge came to be ******. That means that you should not see any pending charges from ACE and should only see one posted charge of ******, meaning that the remaining funds were released back to you. An authorization hold is put as a pending charge and means that we did not take it fully out of your account but simply held on to it. You would not expect to see a posted charge that shows a payment that was refunded back to you. At this time, all charges are valid, and we cannot offer any refunds at this time

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived on Friday, 11/8/24, at 8:25 for a 9 a.m. reservation, only to be told by the agent, Lakwanza, that we were too early and couldnt start any paperwork or wait until 9 to get the car. When we finally got the car a subcompact ****** Sentra instead of the regular sedan, we reserved it had worn tires and the maintenance light came on as soon as we started it. The light turned off by itself, so we decided to go, but later Sunday, 11/10/24, the car wouldnt start, and the key fob stopped working entirely. I called and spoke with the manager, *******, who implied that it was my fault for leaving the lights on (which I hadnt, as Id last driven it in daylight) and asked if I was able to use my personal insurance because it would probably be faster than if he was to send a tow truck or a two way tow. I explained I shouldnt have to use my insurance since I paid for insurance when I reserved online and at the counter when picking the car up. I was told an arrangement would be made for a two-way tow (they would bring a car and take the car that wasnt working) or a tow, but someone would be calling me back. We were left stranded for three hours while drizzling, which caused us to miss a prepaid event wed planned for that day. A regular tow truck arrived, and the car was started. We then headed straight to the airport (4.5 hours before our flight) to return the car as we werent sure if the car would not turn back on if turned off. At the airport the staff mentioned that there was no tow charge as if theyd done us a favor. We asked to be compensated for the experience and was told ******* would follow up on Monday. Its now Tuesday evening and theres still been no call. I reached out again and the representative at the ******* airport location stated that he couldnt see anything in their system that someone was contacting me, and it was nothing he could do. Total paid $224.40 and they still have a $300 hold for the rental as of Tuesday, November 12, 2024.

  Business Response

  Date: 11/18/2024

  Dear *******, 

  After looking further into your reservation and speaking to the manager, we have provided a courtesy discount for the rental experience you had at our ******* location. I have attached the new final invoice and refund receipt as confirmation and you should expect to see the funds back into your account in 7-14 business days. If you would like to further discuss this matter, you can always reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased on priceline in advance for *****. I purchased a small car. I was to pick it up at midnight. I was a little delayed on flight due to disabled people being seated. I called rental car 800 number to advise them of this they said no problem I have a 4 hour pick up window. It took half hour for rental car van to pick up from airport. I get to counter. The *** says busy night all small cars are gone. I told him I reserved in advance and showed him *****. He said you can either pay the difference or not get a car. He said cars are expensive this weekend, which is true if I didn't go through priceline in advance to get lowest rate. He said I could go somewhere else or pay 108 dollars more for my rental. I had no choice at 200 in morning. It was a bait and switch. He did not honor my reservation. He acknowledge the 4 hour pick up window. The gas was not full when I got in and they claimed it was.

  Business Response

  Date: 11/12/2024

  Hi *****, 
  After looking further into your reservation, we have spoken to the location and have refunded you back the upgrade fee that was originally charged for your reservation. I have attached the new final invoice that breaks down all the charges as well as the refund receipt as confirmation that we have processed the refund. You should expect to see the funds back into your account in 7-14 business days after it has been processed. Thank you for taking the time-sharing your rental experience with us at ACE Rent a Car and we truly appreciate your feedback because it brings insight into how our business is operating and ways we can improve. 

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a car to ACE Rental, and it had a small (approximately 2 cm) crack in the windshield that they claim happened during my rental period. I can't confirm or deny that, because of the condition of the car when I picked it up (at night, in the dark, by the open area of a parking garage, with dead insect stains on the windshield). Regardless, when they sent me the collections claim, through a third party claims/collections agency, they charged exorbitant fees for administration, loss of use (several days), and removed/replaced parts that were not impacted by the damage (e.g., windshield wiper motors, the front gutter of the windshield, etc.). My insurance company told me this seems to be common practice by the company and is integral to their business model (fraudulent claims to offset inexpensive rental costs), and in fact my own research into the area showed that a windshield replacement of the same make/model/year of the car would be done on the same day for between $200 and $500. This seems like a total scam to me, and I want to safeguard other travelers from similar issues.

  Business Response

  Date: 11/11/2024

  Hi ********, 

  When it comes to disputing or removing damage charge claims, you will need to contact our partner ************* Claims by phone at ************ or by email at ****************************************************. If you have any questions or concerns, please feel free to reach out to us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  While their response indicates that I should contact the third party associated with pursuing the claim, the fact is that the rental agreement was with ACE, and therefore this complaint is with ACE. They will need to address the discrepancy in their appraisals and work done, or have their third party address them, in this space. I am not pursuing a BBB complaint with the third party to the agreement, just as I would not complain about a collections company for a fake charge, but instead address it with the primary company from which the charge was incurred. In other words, they are attempting to make a fraudulent claim and then relying on their claims subcontractor to remove their liability. It does not, however, remove their liability; they could just as easily say that i need to file a BBB complaint with their administrative assistant or the front desk personnel who rented me the car. 

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

  
  

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I could give a lower review I would, but I will be taking this issue to the BBB. Furthermore, they have the worst customer service in *******. To start off I went over my vehicle agreement by not even a full day, my vehicle was due back at 9:58pm Tuesday night and I returned by Wednesday at 5:55pm. I was quoted over the phone for me having the vehicle until that point would be $55.50, when I made it to ACE rental car at ATL airport I was then told I owed them ****** where did the price change come into play? Also they kept my $300 deposit after I refused to pay the ****** because it was incorrect. They also placed a repossession charge on my bill to say they had a reason to keep my deposit when I in fact returned the vehicle myself. I will not be calling customer service, I will be getting my money back and we can for sure go to court since thats the way you would like to conduct business.

  Business Response

  Date: 11/08/2024

  Hi Chelsea, 
  After looking further into your reservation, I can see that you did contact the location to inform them that you would like to extend the vehicle but wanted to use a different card. The agent informed you that they could not do that on the phone and strongly advised you that you would need to come back to the locations. You stated that you will need to contact your bank to see if you have funds on the card that was originally used and will call the location back afterward. It looks like you never called the location back and the location tried to reach you, but it went straight to voicemail. The agent tried to charge your card ***** for the extension, but your card was declined. The location did send out a repossesion email to your email address and it shows you. Then, you called them back and the agent informed you that you were supposed to drop off the vehicle the day before since the extension was not confirmed. You informed the agent that you would be returning the vehicle at 7 PM and the agent informed you that you would need to drop it off immediately or the security department would be involved; you understood the. You agreed. That phone call happened at 1 PM. You did not return the vehicle until 5:54 PM and you refused to pay the overdue balance of the vehicle for extending it. I can see that you spoke to the location's manager regarding this matter and I can also see that the manager had stated that you were using vulgar language during your interaction when they were trying to provide assistance and inform you of the reason behind the charges. We will not be issuing any refund at this time.

  Customer Answer

  Date: 11/08/2024

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

  I will be reaching out to my lawyer at this time, I have attached the two receipts with the majority of charges from the rental company. I spoke with ******* whom at that time had a horrible attitude and I only matched the responses I was given. I spoke with customer service at ******* not 1pm after multiple text messages were sent out as well. I also was told by your customer service that I would not be charged a repossession fee due to me communicating with them and letting them know that the vehicle could not be returned until a certain time. You are trying to justify charges that will not stand after reviewing your other 388 complaints. You are refusing to refund money that does not rightfully belong to you. My language did not become vulgar until ******* refused to understand that you guys are completely in the wrong. At this time I have attached the huge amount difference in the photos attachments and if necessary I can attach my phone records which you guys again lied and said you contacted me on multiple accounts when I spoke with all of you on each account. I asked about a different card to take care of the ***** not ****** plus ****** when I was the one whom returned the vehicle.  

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

  
  

  Business Response

  Date: 11/11/2024

  Hi Chelsea, 

  Since you have brought up that you will be taking legal action against this matter, we cannot offer any assistance at this time. 

  Business Response

  Date: 11/11/2024

  Dear BBB, 

  We would like to request for you to close this case since the customer brought up taking legal action against this matter when we have explained to her what occurred during her reservation and the notes left from the staff that had to provide her service. She was very disrespectful and used vulgar language; she has been placed on the Do Not Rent List. 

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $101.78 to rent a car. When I went to the location, the representative said "standard options, right?". The representative dis not verbalize that standard options was coverage I didn't need, such as insurance and tolls. I was charged $339.75. I believe this practice of adding services to the contract with no verbalization is deceptive. I am requesting a refund of $237.97 for services I did not use or want. Thank you.

  Business Response

  Date: 11/07/2024

  Hi ******, 
  It does state in our terms and conditions that customers must have full coverage insurance (Collision and Liability) to rent our vehicles. It looks like, on November 3rd, your husband called in on your behalf stating that it was a "miscommunication error" and that he instructed you to decline coverage. You did sign the rental agreement agreeing to all the charges (attached), at this time we cannot refund you for the insurance that was charged to your reservation. When it comes to the toll pass, we can verify that you did not go through any tolls during your trip and have refunded you ***** back on your card ending in 8388. I have attached the refund receipt as confirmation, and it should arrive back at your account in 7-14 business days. If you have any other questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Customer Answer

  Date: 11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am not satisfied with this resolution because at no time was I asked for a copy of my insurance policy information. I assumed that my husband provided it at the time of the booking. I found out after the fact that he wasn't asked to provide it either, so we were charged for insurance coverage for coverage we already have.  The agent who issued me the vehicle should have asked me for the insurance information. The clerk should have explained things thoroughly to me instead of saying "sign here and then here and here" and then handed me the keys.  While refunding $56 is great, it doesn't excuse that I was charged $150 more than what I was told at the time of reservation. I should have been asked for my insurance information prior to giving me the keys to the vehicle!

  Again, I reiterate that nothing was explained to me other than of the $339 charged, $200 would be refunded to me, which proved to be untrue. **************** has told me 3 times that there isn't anything that they can do, and that is unacceptable. 
  
  Regards,
  
  ****** *************

  
  

  Business Response

  Date: 11/08/2024

  Hi ******, 

  At this time, we cannot offer any refund. It does state in our terms and conditions that customers must have full coverage insurance to rent our vehicles and if they plan on using their own personal coverage then you will need to provide supporting documents at the time of pick up. 

  Business Response

  Date: 11/08/2024

  Dear BBB, 

  We formally request for you to close this case since the customer did not provide any supporting documents stating they had full coverage insurance to cover their rental vehicle. This customer is making assumptions based on what they believed their husband did when booking the vehicle, but customers are never given the option "decline coverage" online. Thank you for your assistance and have a good rest of your day. 

  Customer Answer

  Date: 11/12/2024

  I have attached my insurance document which the company never asked for or considered during the rental process or during my attempt to informally resolve this matter. Thank you.

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a car 9/11 and brought it back 9/13. They charged me a security deposit of $250. As of today 10/11 I still have not received the security deposit credited back to my credit card. Ive called them twice and was told up to 14 business days. I still have not received it back.

  Business Response

  Date: 11/04/2024

  Hi ******, 
  If you could please email us at ************************************* with your confirmation number (3 letters followed by 8 digits) or the location you rented from and the name under the reservation, we would be more than happy to take a further look into your deposit status and answer any questions you may have.