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

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

• 

  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 - 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:10/08/2024

  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.

  date of the transaction 8/4/2024. This car rental agency made us to pay twice for a rental car. We had already paid on 7/26/24 by using our airline mileage and $83.78 by ***** I have uploaded the confirmation document for your reference. Due to airline delay, we had to call them to let them know that we will be late. They agreed and told us to come in the morning to pick up the car. However when we went in the morning, they said they don't have a car for us. They forced us to get another contract to get a car. We were desperate for rental car, hence paid money and got another car from them. They had the car for us before they close at night, but by morning the car was not there? We disputed with our credit card company, today they told us that they are unable to help us in this regard. This dispute went on for about 6-7 weeks. Hence we are reaching out to BBB. If you need more information, we will be happy to provide.

  Business Response

  Date: 10/09/2024

  Hi Lalit, 

  After looking further into your reservation, it looks like we did not create a new reservation for you, but you did upgrade the vehicle. We do not see any recollection of you contacting us at *** Corporate regarding this matter. Unfortunately, we cannot offer any compensation since it's been 2 months since you picked up. If you would like to further discuss your rental experience, you can reach us by email at ************************************* or by phone at ************. 

  Customer Answer

  Date: 10/09/2024

  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 did not request for an upgrade. I had booked for 4 door sedan and it was more than enough for us. I have the call log made to them previous nights. I have attached them for your reference. Their number *************. You can see I have talked to them for a longer period of time since I had to explain about my flight delay and how to pick the car in the morning , their time of opening etc. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******

  
  

  Business Response

  Date: 10/14/2024

  Hi Lalit, 
  After looking further into your reservation and getting in touch with the location, they informed us that they have refunded you the upgrade charge made to your reservation of $180.31. I have attached the refund receipt as confirmation, and you should expect to see it back on your card in 7-14 business days. The location truly apologizes for this error, and the manager will speak with the agent who took care of you during your rental process. Thank you for your patience and understanding through all this and we hope you can consider ACE Rent a Car again in the future. 

  Customer Answer

  Date: 10/24/2024

  After we submitted required documents we were waiting for your response. After reading your message today, we checked our credit card statement and Ace Car rental has refunded partial amount (75%) . This is acceptable to us. Please close this complaint with conclusion as "satisfied".

  Thanks for you assistance in this regard.

  ***** ******

• Initial Complaint

  Date:10/08/2024

  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.

  Date of Transaction: October 1, 2024 Amount Paid: $419 (Quoted $120)I am filing a complaint regarding my rental experience with ACE Rent a Car in *******, **. I was initially quoted a total of $120 (via my booking on Priceline) for two vehicles but was unexpectedly charged $419 upon returning them. This included unapproved charges for fuel, tolls, and an additional drivernone of which were clearly communicated or agreed to.I spoke with the agent, *****, who was insistent that the charges were correct and unapologetic. When I reached out to *** customer service via email, I spoke with ******, who also stood by the charges with no offer to rectify the ************ seems this is a common practice at this ACE location, as Ive seen several complaints on BBB that mirror my experience. I am seeking a refund for the unauthorized charges and request more transparency in their billing practices.

  Business Response

  Date: 10/09/2024

  Hi Char, 
  The price you see online is for the vehicle itself, it does not include the additional add-ons like insurance, toll-pass, pre-paid fuel, etc. After looking further into your reservation, I can see that your wife was the one who was using her form of payment, meaning that her name will need to be the main driver on the rental, and you will have to be put at as an additional driver. When it comes to the fuel charge, we do expect our customers to return the vehicle with the same amount of tank they left the office with, it shows you were given a full tank, and you returned the vehicle with only a half. On the rental agreement, it does state there will be a fuel charge of 9.99/per gallon. If you would like to further discuss the charges made or our policies, you can reach us by email at ************************************* or by phone at ************ and we'd be more than happy to assist you. 

  Customer Answer

  Date: 10/09/2024

  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,
  
  **** *****
  

• Initial Complaint

  Date:10/03/2024

  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 rented a car from "ACE Rent A Car - LAX" from March 12th - 15th, 2024 (ACE Rental Contract ******). *** claimed that my car was damaged during the rental, a small ding on the passenger door. *** charged me $385.55 for the damages, which I promptly paid. Then, on April 16th, 2024, I received an email from ************* Claims stating that I owed an additional $2587.72 for repairs (Rockport File# *****). I never received any correspondence from ***, nor did they receive my consent for anything after I paid the repair charge they assessed me on-site in March. Now, ******** has passed my account to collections instead of charging the company who hired them (ACE). This is tantamount to harassment and an abuse of power.

  Business Response

  Date: 10/04/2024

  Hi Jacob, 

  We do hold your security deposit if there was a damage claim open and then our claims partners (Rockport) then look into this matter and makes the final decision and charge. Unfortunately, since a claim has been opened; ACE cannot intervene or make any adjustments. You will need to contact Rockport by email at [email protected] or by phone at 361-450-1926 to make any disputes or charges. 

• Initial Complaint

  Date:10/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my recent car rental experience with Ace Rent a Car, I discovered an alarming practice of excessive charging for SunPass tolls. Upon attempting to add the vehicle to my sunpass account as a ********************** car, I was surprised to find out that because the rental company has the license of the vehicle attached to their own sunpass account no customer would be allowed to add the license even if its only temporarily under rental car with sunpass. Following the call with ******* I contacted Ace Rent a Car and asked them to remove their license from their account so I could add and pay for my tolls. The rental company confirmed what ******* customer service had told me and refused to remove their license from their accounts and reported a charge of $15.99 daily fee for ******* tolls,That will be charged me at the end of my rental. I didnt rent their transponder for $12/per day because I wouldnt need any tolls besides getting the car pickup/returned to their agency at the airport. What would normally cost any ******* customer only $1.32 to pickup and return the vehicle in toll fees they will charge me $31.98 instead, which is significantly higher than the actual toll costs. Profiting on tolls, a governmental product, Is absurd but should also be illegal. Its a ripoff to both authority and customers.Issue:The ********************** company:1.? ?Charged $15.99 per day for SunPass tolls, regardless of actual usage.2.? ?Blocked ******* customers from adding their license plate to their account or paying online for incurred charges.3.? ?Profited excessively (at least 2000%) from these fees.Specific Details:? ?Rental period: ***** to ***** ? ?Total SunPass tolls incurred: $1.32 ? ?Total fees charged by rental company: $31.98 ? ?Difference: $30.66 = excessive profit = 2323%Concerns:1.? ?Unfair and deceptive business practices.2.? ?Lack of transparency regarding ******* fee structure.3.? ?Excessive profiteering from customers.

  Business Response

  Date: 10/04/2024

  Hi Michele, 

  Unfortunately, we cannot offer any refunds regarding the toll pass that was charged to your account because your unsatisfied with the prices. All of our ACE Rent a Car locations are all individually owned, meaning that all locations have the right to decide how much they would like to charge for any additional add-ons. If you would like to further discuss this matter, you can reach us by email at [email protected] or by phone at 877-822-3872. 

• Initial Complaint

  Date:10/01/2024

  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.

  Rented a car from *** in ****** / Ft Worth Airport on Sept 11, 2024. Ace also placed a pending hold of $300 against my card on that day for the rental. The customer service counter told me the hold would be released the day when I returned the rental. Rental return was executed on Sept. 13, 2024, no issues, filled with gas as agreed. $300 hold left against my card still. When I contacted Ace, they told me via contract they had up to 21 days to release this hold. Its been 21 days and the hold for the $300 is still there on my card. Below is the response when I reached out to Ace.Hello ********, --- A location manager has followed up and advised that the deposit was an authorization hold so it will just go back into your available balance. It will not show as a refund or credit because it wasn't processed as a payment. Unfortunately, there's nothing we can do until the 21 days have expired. I have also attached your signed agreement and highlighted where it states it can take up to 21 days depending on the financial institution. The authorization number for the deposit is ******. Thank you,Takaylah ACE ************* ********************************* | ************

  Business Response

  Date: 10/03/2024

  Hi Benjamin, 
  After looking into your reservation, it looks like we put an authorization hold (pending charge) of 336.39 USD when you picked up the vehicle on September 11th. We did release that pending charge on September 13th when you returned the vehicle, and you should only see a posted charge on your bank account for 36.39 (final invoice attached). If you do not see the pending charge of 336.39 on your statement then that means the funds were released back to you, if you still see that pending charge then you will need to contact your bank and provide them with your authorization #834718 so they can release it on their end. I can assure you that we did release your deposit back to your account when you returned the vehicle. If you have any other questions or concerns, please reach us by email at [email protected] or by phone at 877-822-3872. 

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22363178, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  A hold for the amount of $300 still appears on my Bank account today as the attachment shows.  The attachment is an image of the transaction amount and current status from my bank account today.  Because this status is still pending in my bank account, I do not have access to the $300.  My correspondence with Ace was this was to be released the day I returned the car.  It has not been released as of Oct 3, 2024.  Ace also said they have 21 business days to have the hold released, meanwhile their own contract states 21 Days, not 21 business days.   Ace is obviously extending this hold release as long as they can mostly for their own malicious reasons.  
  
  
  
  Regards,
  
  
  
  Benjamin Grissinger
  

  Customer Answer

  Date: 10/08/2024

  The reimbursement amount they supposedly provided was for toll passes for 2 days and associated fees such as taxes.  I have not received this so called reimbursement as well

  Business Response

  Date: 10/09/2024

  Hi Benjamin, 

  You will need to contact your bank and provide them with your authorization number #834718 so your bank can release the funds on their end. I can assure you that we did release the funds on our end because we have provided you with the authorization number and some banks can take up to 28 business days for them to release it in their system.

  Business Response

  Date: 10/09/2024

  Dear BBB, 

  We ask you close this complaint because we have provided the customer with the authorization number for their bank to release their funds on their end but on our end, we did return it to the customer as promised. Some banks can take up to 28 business days to release holds, but we have no control over that. 

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22363178, 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.]  Their contract specifically states any holds would be remediated within 21 days.  At the counter they told me the hold would be releases within a day of my rental return.  They broke their verbal and in writing contract.  I believe this whole issue was intentional, a deliberate act to cause me more harm and lament.    I will not accept any excuse this company provides.   
  
  
  
  Regards,
  
  
  
  Benjamin Grissinger
  

• Initial Complaint

  Date:09/30/2024

  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.

  Rented a vehicle through Expedia at ACE rent a car Tampa airport. The total for rental and insurance was ****** for week. After waiting in line for 2 hours the rental agent said we dont have car u rented gave us a similar suv no issues. Then he proceeds to say your a big man would u like to upgrade to a rouge for added amount this was the car we reserved said no thanks. This is Ace confirmation number EXS ********. Then he tells me insurance through ******* is no good I tell him we have progressive insurance said we need there coverage for ****** for rental period. Then I said we dont need transponder we have our own he said cant use that we have a plate by number tolls. Even though I have used this transponder for many years because we own a home in ******* and used it most recently last winter while we were in *******. The cost was ***** on toll totals of around 12 dollars. Then he tells me gas is 3.40 a gallon and if I prepay it will be 3.17 a gallon so I agreed. We found it in the town we live in for 2.99. So the total for complete rental went from ****** to ****** when I got home I was stressed about this and found out my insurance should have been ok to use and the transponder could have been used. Reached out to *** said nothing could be done. I feel because of my age they took advantage of me. I would like them to make it right by refunding the insurance charge and the remaining amount after taking tolls out of that fee. And to maybe make sure other people dont get taken by there little white lies. Thank you for your time **** ******

  Business Response

  Date: 10/01/2024

  Hi *******, 
  After looking further into your reservation, I can see that you were only charged for liability insurance, which means that we did accept the insurance that you purchased through ******* because they only cover collision coverage. In our terms and conditions, it does state customers must have full coverage insurance (collision AND liability) to rent our vehicles. We can not offer a refund at this time for the insurance and, as well, for fuel, because you only returned the vehicle with only 1/16 of gas left in the tank when you returned the vehicle and if you did not purchase pre-paid fuel, then you would've been charged 9.99 per gallon. We do offer our own toll pass because all of our rental vehicles have a transponder already associated with their license plates. If you would like to further discuss our policies or have any other questions, you can reach us by email at ************************************* or by phone at ************.

  Customer Answer

  Date: 10/11/2024

  Ace rental didnt address the issues I bought up. 1 I have insurance for 4 vehicle full coverage there associate said no good need there insurance I think thats a lie. 2 I have a sun pass transponder and when I log in it asked me if its a rental vehicle and to enter dates and times for coverage if I cant use it then why is it set up like that another lie. Can Ace at least answer the questions that were brought up instead of the ** they are feeding me thank you again for trying to help. 

  Customer Answer

  Date: 10/16/2024

  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.]

  Ace rental didnt address the issues I bought up. 1 I have insurance for 4 vehicle full coverage there associate said no good need there insurance I think thats a lie. 2 I have a sun pass transponder and when I log in it asked me if its a rental vehicle and to enter dates and times for coverage if I cant use it then why is it set up like that another lie. Can Ace at least answer the questions that were brought up instead of the ** they are feeding me thank you again for trying to help. 
  
  Regards,
  
  ******* ******

  
  

  Business Response

  Date: 10/21/2024

  Hi *******, 
  It does state in our terms and conditions that customers may use their own personal coverage at the time of pick up, but they must provide a supporting document that states they have full coverage insurance. Meaning, you will need to provide your declaration page stating you have collision and liability coverage as well as it covers rental vehicles. As I originally stated, you returned the vehicle with only 1/16 of gas left in the tank and it does state in our rental agreement that you would be charged 9.99 USD per gallon. We cannot offer any compensation at this time regarding this matter and also the toll passes since we do provide our own. If you would like to further discuss our policies or have any other questions, you can reach us by email at ************************************* or by phone at ************.

• Initial Complaint

  Date:09/26/2024

  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 rented a car from ACE Rent A Car in *********** on September 25. The cost I was to be charged with as $204 for four days. The agent I spoke with was virtual through an iPad. He told me the insurance policy I purchased separately did not meet the legal requirements to drive in **********. The said I NEEDED to purchase one of their two insurance policies to be legal on the road. This ended up being an extra $39 per day for the Basic package. I chose that package believing I had no other option. I reached out to their customer service team and I was told I could have declined coverage when I signed the contract. When I signed the contract, it was virtual and there was no option to decline as the agent set up the places for me to sign virtually, again with no option to decline. Only to accept. I signed a contract without seeing the whole contract prior to signing. I was never provided the final two pages to read prior to signing. This is unacceptable business practice and deceptive. I contacted my own car insurance representative after I checked in to my hotel an hour and a half away, and now the only option Im given is to return to the site to sign another contract. My issue is with the shady, deceptive and outright inaccurate information I was provided when checking in to retrieve the car. Also, with the process for signing the contract without seeing EVERYTHING you are signing up front.

  Business Response

  Date: 09/27/2024

  Hi ******, 
  After looking further into your reservation, it shows that you purchased Liability Coverage as well as Personal Accidents Coverage. The insurance you purchased separately only covers Collision Damage. Our terms and conditions state that customers must have full coverage insurance (Collision AND Liability) to rent our vehicles. The Personal Accidents Coverage is an optional coverage that you did agree upon in your signed rental agreement (attached). Our agent informed you that you can go back to the location since you currently still have the vehicle to remove that coverage. Unfortunately, we cannot offer you a refund at this time since you currently have the vehicle, and you can remove it by going back to the location. If you have any other questions, please feel free to contact us by email at ************************************* or by phone at ************. 

• Initial Complaint

  Date:09/24/2024

  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.

  09/24/2024 ****** paid $316.00 Company states there was damage(s) to the car at the time of drop off. However when asked to show proof that the damage wasnt already there, they couldnt provide photo evidence because they did not take any of the photos properly. They stated that everyone has to build a report on the car which they all work for the same company so its basically them covering their butts. Theres multiple complaints about them staying with deposits and not returning calls. They also have complaints of customers stating there was damage when there wasnt. I feel as though theyre scamming customers out of their deposits by saying they did something to the car knowing they didnt take photos of the car properly to prove it was already there. I just want my deposit back of $250 because we indeed did not make damages to the car. Below I attached the photo of the car they took before and the one after theyre trying to blame me for damages.

  Business Response

  Date: 09/25/2024

  Hi Yazmarie, 

  When it comes to opened damage claims, customers must contact our 3rd party partners that handles our claims because at customer care we do not have access or control when it comes to this matter. If you have any questions or concerns, please feel free to reach us by email at ************************************* with your confirmation number (3 letters followed by 8 digits) or call us at ************ and we'd be more than happy to assist you. 

  Business Response

  Date: 09/25/2024

  Dear BBB, 

  This customer's complaint is in regard to a damage claim, and we cannot find their information in our system to provide them with the contact information to our 3rd party partners because each of our locations have different partners. This is a matter where we cannot provide any assistance and do not have access to, we request for you to close this complaint.

• Initial Complaint

  Date:09/23/2024

  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 was charged a smoking fee even though I dont smoke and I am regularly drug tested at work.

  Business Response

  Date: 09/25/2024

  Hi Shairia, 

  After looking further into the charges made to your reservation and speaking to the location manager, our agents did detect the smell and had 4 people as eyewitness to back up the charges. At this moment, we cannot offer a refund for the smoking fee if you have any other concerns or questions; you can always reach us by email at ************************************* or by phone at ************.

  Business Response

  Date: 09/25/2024

  Dear BBB, 

  This customer has been contacting us since last week regarding these charges and has been leaving reviews how our business was racist, and we only charged her because she is black. The customer stated she took a recording od the interaction and the location manager and our agent informed her that if she sent over the video, we'd be more than happy to refund the smoking fee. The customer refused to send over the video, we request to please close this complaint. 

  Customer Answer

  Date: 09/25/2024

  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 appear below. 
  
  Once again the lies are being told. I was charged for a key that I was told I lost and now Im being blamed for smoking in the car and I dont even smoke. 
  
  Regards,
  
  Shairia *******
  

• Initial Complaint

  Date:09/20/2024

  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.

  So my son just graduated from Basic Training at *******************, **. I could not afford to fly directly in to ********, so I purchased a cheap flight to ********** and then drove the remaining 2 hours to *******************. Maybe it's not relevent, but to me it is. I am a disabled veteran still waiting to get what I deserve as pay, I've been unemployed since Covid. I am barely getting by, but I could not miss this event. So I sold my MacBook that an ***** had bought for me for school. Then I rented the car, got the quote and 2 days rental. I ended up needing one more day, and it was a very emotional time especially saying goodbye, I won't bore you with the details, but I almost missed my flight back, which would have been unbelievably detrimental. I ran in with my suitcase packed, I cleaned out the whole vehicle, and gave the keys, told them I was sorry I was going to miss my flight. There was a joke made, and they said they got me, and I just caught the shuttle in time. I did not have any problem with them, I thought it was all great, but then when I waited for my $300 to come back minus one day extension at $39 and fuel. What I got back was $123, so they took $177 from me. I reached out and they said, "per my agreement", yeah some contract that I never received, and would never have received until I demanded it after I saw what they took from me. Then ***** over at *** tells me they charge $8.99 a gallon for the privilege, so I guess the location didn't "got me" like they said. Or maybe they did, "got me". What's funny though is they charged me over $10 a gallon actually. And tacked a couple mystery fees at the end that weren't there before. After the ***** administration supposedly was putting a stop to "junk fees". I mean what is an energy recovery fee for $12 and Vehicle License fee for $12 if not junk fees? At the end of the day, once again a disabled veteran was taken advantage of at a very emotional time in his life, if you complain you only get ridiculed

  Business Response

  Date: 09/20/2024

  Hi *******, 
  
  
  After looking further into this matter, it does state in your rental agreement that the additional fuel charge is 8.99 per gallon. I have attached the final invoice that breaks down the charges made for your reservation as well as the fuel going in and out during your reservation as confirmation that you did not return the vehicle with a full tank. We cannot offer any compensation at this time, if you would like to further discuss another matter. You can reach us by email at ************************************* or by phone at ************.

  Customer Answer

  Date: 09/24/2024

  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,

  First of all it's a 13.2 gallon tank at $8.99 equals $118 and you charged me $134. And that's disgusting. I explained what happened so there's no compassion just robotic words. You should be ashamed of yourself. Also where was that listed that i would have to pay $8.99 when i rented the vehicle? Where does it say that. You keep mentioning the invoice that i had to ask for at the end. At the end. At the end. Where was it listed that i would have to pay that disgusting amount before i got to the end? Care to read what i wrote this time?
  
  ******* ******

  
  

  Business Response

  Date: 09/30/2024

  Dear BBB, 

  We request for you to close this complaint because the customer has been reaching out to us countless of times regarding the charges made to their account when it is all stated on the rental agreement that has been sent out multiple times. 

  Business Response

  Date: 10/01/2024

  Hi *******, 
  In your signed rental agreement, if the vehicle was not brought back with the same amount of gas that was given to you, then there is a refueling fee at a higher rate. You returned the vehicle empty, and your rental agreement states the refueling rate is 8.99/gallon. You did add an extra day to the rental, and you were charged the same daily rate from your booking, which was *****. We will not issue any refund at this time for the fuel or extra day. 

  Customer Answer

  Date: 10/04/2024

  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. 
  
  The contract does not state anywhere that the refueling fee would be $8.99, no where was I made aware of this until after the fact after you did it. Wheres this signature you keep speaking of? Where do you show that when you employ these dirty business tactics you have someone sign anywhere near them? You dont, you hide these facts because you are scamming people ands know that if they saw these things they would not sign so easily. Once again you still have not addressed the fact that there is only a 13.2 gallon tank so even at your criminal rate of $8.99 its simple math $118, and you stole from me $134, so besides your criminal scamming business practices you straight stole $16 unaccounted for on top of everything else. So people out there beware Ace will just help themselves to your money even or especially if you are a disabled veteran without any resources to do anything about it. Enjoy your little bit of money and the karma that comes with it, all involved
  
  Regards,
  
  ******* ******
  

  Customer Answer

  Date: 10/07/2024

  How can you say they addressed my issues? I asked how, even at their cost of $8.99 a gallon it comes to $118 and they charged me $134. I asked them where this policy was stated on the contract before i singed it and they did not answer. I brought up the junk fees that this presidential administration specifically focused on and they had nothing to say. I brought up the fact that the location told me it was ok they would take care of it, they ignored that. So how on earth did they address my complaint? They addressed what they felt like and didnt even do that correctly as stated about the total amount not being correct. So i ask again, how exactly did they address my concern. Other than some sarcastic comments. What about the fact that Im a disabled veteran with no money, I was just trying to go see my son graduate. Its deplorable, disgusting, bullying, and. No, you know whatyoure right, I should go take care of it, I should just stay taking care of anyone that disrespects me from now on. Yeah, obviously no one cares and no one can or will do anything. So now its on me