Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

Customer Complaints Summary

305 total complaints in the last 3 years.
115 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/19/2024
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.
Initially the check out period was good. I declined the all Inclusive plate pass but was told to initial the line. My charges were supposed to equal ***** but instead I was charged $200 and then refunded $128.09. I tried calling the location 6x and no one answers. The call center ************ is not helpful and they claim to only be reservations. I did not receive a finally bill but I would like this remedied and my credit card refunded for the remaining $******** addition, I paid for a standard size car that was supposed to be a be Jetta or similar but was given a tiny Kia ***** which is considered a compact car. I would like that charge covered as well.
Customer Answer
Date: 09/20/2024
They have charged extra for no reason. It went from *****, to 53 to 71. I want a refund for the rest of my difference to where I am only charged the ***** that Priceline quoted.
Business Response
Date: 09/20/2024
Hi ****,
After looking further into your reservation, it shows that we initially took 200 USD from your form of payment at the time of pick up. Your final invoice comes out to be *****, I have attached the final invoice that breaks down all the charges made to your reservation. If you would like to further discuss the charges, you can always reach us by email at ************************************* or by phone at ************. -*****
Customer Answer
Date: 09/21/2024
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.

On my rental agreement, it clearly shows the platepass all inclusive was only *****. And my estimated charges would be $57.81. Although I told the representative that I decline the plate pass, I see that where he had me initial was a place to agree and not decline as I asked. The invoice provided in this complaint does not match my rental agreement charges and I would like a refund of the excess charges.

Regards,

**** ******-ghaziosharif
Business Response
Date: 09/24/2024
Hi ******,
I have attached the final invoice that breaks down all the charges made to your reservation, as you can see; the toll pass was ***** (after taxes and fees) and your total for your reservation was *****. I have attached the refund receipt to show as confirmation that we returned ****** back to your card ending in 7378. If you have any questions or concerns, please feel free to reach us by email at ************************************* or by phone at ************.
Customer Answer
Date: 09/26/2024
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.

Its disheartening when your initial reservation claims itll be *****, then you sign for the car with a charge of $57 due to an all inclusive plate pass that I told the *** I decline but somehow it was still added to the series of initialing as accepting vs declining. So my final price was $57 with taxes and fees. This is a sneaky way of adding extra charges and I want a refund of the extra charges to my card.

Regards,

**** ******-ghaziosharif

Business Response
Date: 10/03/2024
Hi ******,
I have attached documentation that shows that you did go through tolls during your rental. We cannot offer any compensation or refund at this time, thank you for contacting ACE and I hope you have a good day.
Business Response
Date: 10/03/2024
Dear BBB,
This customer is wanting a refund for a toll package he purchased but we have attached proof that they went through tolls during their rental. We ask you to please close this case, thank you.
Customer Answer
Date: 10/07/2024
Its been almost 3 weeks and I havent heard anything. I would like a refund processed for the extra charges. Per my first receipt, it was only supposed to be $57, not $71.
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.

Going thru the tolls was never the point. I was first quoted ***** at the time of booking. Then the *** added the charge for the plate-pass at $23.98. My rental agreement that I signed says I was to be charged ***** and instead I was charged $71 and some change. I want a refund for the difference from 71 to 57.]

Regards,

**** ******-ghaziosharif

Customer Answer
Date: 10/09/2024
The math on my most recent rental agreement attachments do not add up and this business is cheating customers out of dollars thinking we wont notice. Even when I called and spoke to a representative, she admitted she wont work sales because of the lies and cheats they have to do to earn the company and extra dollar. Compare my agreement I signed on 9/15 (specifically the FLORIDA SALES TAX & AIRPORT ACCESS FEE vs the one I received post-returning the car in which I had to call multiple times to request this. All the charges are the same except those two charges and they add up to only a difference of $2.11. So tell me how I went from paying $57.81 to $71.91 when the agreement is almost the same except this $2.11 difference in your upcharge????
Customer Answer
Date: 10/09/2024
For the record, the complain initially was the $23.98 plate pass charge but I realize although I verbally declined it, when the *** was having my initial I can see that I accepted instead of declining. I will pay the $23.98 charge but even with that, my total only should have been $57.81. Therefore you owe me a refund of $14.10.
Initial Complaint
Date:09/19/2024
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.
We rented a car for a week from 9/2024-9/27/24 the cost of the rental was $283.22 plus a deposit of $250 we returned the car and were told the deposit would be credited back to the card within ten business days on the 12th Business day we started calling because we had not received the credit. The first time we called. They said we had tolls and that the manager had to manually do it but she was unavailable that was on a Friday. We were told to call back on Monday. we called on Monday then again on Tuesday then again on Wednesday and now again on Thursday and we keep getting the same replies that shes busy and will get to it not to mention they are saying we had almost $12 in tolls but the tolls that we added up only add up to maybe two dollars so were asking for proof and the credit but cannot get anybody on the phone and every time we call we get an attitude get hung up on get tried to get a ride to the facility but have been unsuccessful. We tried contacting the corporate office. Nobody got back to us either.
Business Response
Date: 09/20/2024
Hi April,
After looking further into your reservation, it shows that you did speak to one of our agents on September 19th regarding your deposit status and informed our agent that you did receive your deposit back and was sent the final invoice. I have attached the final invoice as confirmation, if you have any other questions or concerns; 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:09/14/2024
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 rent a car in ****** for 3 days we only uses a half a tank of gas and it did not rain the time we were down there. I tell u this because the car was pretty clean when we took the car in we did a walk around and they check us in there was no damage to the car we were there 3 hour early so we were not rushed. Then they sent me picture of red scratchs on the front bump and trying to charge me the damage to the car. They bill me ****** loss of 6 days for 120 and a free 150 totaling ******. My **************************************************************************************************************************** to pay the bill.Claim number ****** Rental agreement Dfw-***** Date of lost February *******
Business Response
Date: 09/16/2024
Hi Cody,
After looking further into your reservation, I can assure you that the final charge for your rental was 143.01. When arriving at the front desk we did have to take out 461.41 which includes the refundable deposit. We have released that authorization hold off 300 USD (Pending Charge) when you returned your vehicle and have refunded you the leftover 18.40 USD. Since there was a hold, you should not see any pending charges from ACE for 200 USD and should only see one posted charge of 143.01 and one refund transaction of 18.40 USD. If you would like to further discuss your charges, you can reach us by email at [email protected] or by phone at 877-822-3872. -Salem
Customer Answer
Date: 09/24/2024
They are saying the claim are a separate group
Customer Answer
Date: 09/24/2024
They are saying the claim are a separate group
Customer Answer
Date: 10/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22286757, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Dear ace
Thank you for your response. The original billing on the car is correct. After the car was turned in and the walk around was complete by your employee, me and my daughter. I got an email from pure co. Saying there’s damage to the car. See the attached invoice for the damage. I believe the damage happened when your employees drove the car to Park it.]

Regards,

Cody Galipeau

Business Response
Date: 10/04/2024
Hi Cody,
I can assure you that we did not charge you for any damages to the vehicle. If you would like to further discuss this matter, please feel free to reach out to us by email at [email protected] or by phone at 877-822-3872.
Initial Complaint
Date:09/14/2024
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.
Hello,I have an issue regarding a smoking fee Ive been charged after renting a vehicle from Ace Car Rental. I rented the vehicle (it was a gray, ******* Elantra) from 9/9/24 - 9/13/24. There was absolutely no smoking done in the vehicle, at all!! I called the company (Ace Car Rental, *********) and they said they have video of someone standing outside the vehicle, smoking, and the smoke was blowing into the vehicle. I asked for a copy of that video. He then offered to knock off half of the charge (initial charge was $350) which I did not agree to as there was no smoking inside the vehicle. I then let him know I may need to take legal action to which he got upset and said he would only share that proof with whomever I take legal action through. How can they get away with this? After reading through some comments in a ******** page, regarding this very company, they have taken advantage of others, as well. Is there someone else I should reach out to regarding this issue? I am an honest person, if anyone had smoked in this vehicle, I would rightfully pay that fee. I would hate to see other people getting ripped off.Thanks for any help/guidance,***********************
Business Response
Date: 09/16/2024
Hi *****,
Thank you for letting me know about the charges made to your reservation and the miscommunication you had with one of our agents at our ********* location. After looking further into this matter, it looks like we have refunded you the 350 USD charge back to the card we have on file. I have attached the refund receipt as confirmation, and it should arrive in 7-14 business days. Please let me know if you need anything else and thank you for choosing ACE Rent a Car.
Customer Answer
Date: 09/17/2024
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.
Hello, the company has issued a refund for the smoking fee. I sincerely hope they are not able to get away with charging others ridiculous fees that are not warranted.

Thank you for your time and efforts,
***********************
Initial Complaint
Date:09/12/2024
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 visited ********** ************** September 2024 and rented a car from ACE through Priceline. Aside from being disappointed that the shuttle we requested from the airport never arrived - even after being on the phone with ACE representatives, and aside from the car wreaking of smoke odor, the complaint I am filing today is in regard to absolute illegal charges on our account from this location.When we left the location, my wife and I requested a bill. On the bill we saw an extra charge of $58.25. We were told by the employee that charge was for returning the car a 4 hours after the contract stated. Essentially we were charged for an extra day. Now, the only reason we had done this is because we spoke with *******, the manager earlier in the day. When we mentioned our flight was delayed he said returning the car a few hours after intended was fine. No mention of an extra charge.On 9/6 my wife called ******* and he said the charge would be reimbursed. And it was. That is, until 9/9 when we were charged the $58.25 AGAIN. The filing from *** on our credit card says we were charged this for "renting a car in ********** on 9/8 and checking out 9/9." <- A flagrant fraudulent charge as it is something we DID NOT do OR authorize. This is a criminal action. The employee within *** who made this illegal charge violation is a shame to the company. We were excited to try a new rental company on our vacation and trusted the recommendation from the third party site. Unfortunately our experience with *** is unmatched with any other company- and not in any good way.
Business Response
Date: 09/12/2024
Hi ****** ,
After looking further into your reservation and past conversations you had with our agents at our corporate office, they have explained that we do offer an hour ***** period regardless of what time you pick up the vehicle and there was a charge for the late drop-off. Unfortunately, we cannot offer any refund for the extension the vehicle was kept. If you would like to further discuss our policies, you can reach us by email at ************************************* or by phone at ************. -**********;
Customer Answer
Date: 09/12/2024
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 I did communicate with ACE corporate I also followed up with the location we rented from. I understand the corporate policy but unfortunately had been informed otherwise by the local management. As communicated, the car would have been turned in at the originally signed on except that the *** manager in ********** communicated it could be turned in later that day due to our delated flight. (as touched on in me preceding BBB complaint)
As a corporate responding to BBB complaints I strongly advice you read the complaints before responding. I will state details you overlooked once more:

On 9/6, we followed up with the manager of the ************** location. Contrary to what you stated, HE WAS ABLE TO ISSUE A REFUND AND DID SO. We were refunded the $58.25. But then on 9/9 we were charged an additional $58.25 that was charged to our credit card by your company with a false claim that states "we rented a car from ********** on 9/8 and returned it on 9/9".
As federal law states, all businesses must take steps to ensure that charges to customers' credit cards and other accounts are authorized. This charge on 9/9 was in no way authorized. I am therefore making BBB aware of this businesses duplicity and requesting charges made to our account, seeing as it violates FTC, be reimbursed.
So to answer BBB's questions:
*Has the company addressed the issue of the dispute?
Yes
*If not, why?

*Has the company met the agreement they outlined in their response?
No

Regards,

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

Business Response
Date: 09/13/2024
Hi ******,
There is nothing more we can do on our end regarding this matter. I appreciate your patience and understanding, if you would like to discuss your rental experience further then 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: 09/17/2024
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.]
They literally responded that there is "nothing" they can do about the matter. I am disputing it with the credit card company as they falsely charged our account. I hope sharing our experience will help someone else and I will also follow up with the FTC.
Thank you BBB for what you offer consumers. Thank you for existing to try and hold businesses accountable. I appreciate your work.

Regards,

****** *******
Initial Complaint
Date:09/10/2024
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 had a terrible experience with the ACE rent a car in the *************** airport. I booked my car rental through Expedia where it says I would get a compact or similar car. When we arrived in *************** at the rental counter they told me the ONLY vehicle they had was a pick up truck which isn't even close to a compact car. I said I didn't want a pick up truck since we were driving around a lot and didn't want a gas guzzler. Magically the pick up truck wasn't the only vehicle they had, they had a car but the *** told me I would need to pay an additional $49 which absolutely makes no sense why I would pay more for a car then a truck. I agreed to pay the $49 in what the *** told me the upgrade cost was. When we returned the vehicle, we stopped at a gas station in *************** and dropped the car off at the airport with it on full. We did have issues filling up the tank at multiple gas stations. The pump would stop putting gas due to the tank on the car. There was something not right, I told the *** the issue when we dropped it off. He ignored me and told me to go find my terminal at the airport. He didn't want to hear the feedback from the issues I had. That was very rude. After we arrived back home I noticed I was way overcharged for my rental. I originally had it for $260 but then did the upgrade for $49. I was charged $345 in the end. They said the document was upgraded for a total of almost $90. Both myself and my fiance heard the guy say $49 to us for the upgrade cost. Plus they charged me $13 for fuel when there was already a full tank since we just did it right outside the air port at the gas station. I reached out to the online chat support and they told me they couldn't give a refund because the $90 is what was agreed. Unfortunately we agreed to $49 and it be possible they typed it in wrong. Either way none the ***s were kind and it was an unpleasant experience. I just want to be refunded everything and pay only the $260.67 I originally booked for.
Business Response
Date: 09/11/2024
Hi *******,
I want to thank you for letting us know about the rental experience you had at our *************** location and assure you that we take your complaints very serisouly because, at ACE, our main priority is to provide the best customer service to our customers. After looking further into your reservation, I can see that you originally reserved "Dealer's Choice" meaning that the location gets to choose the type of vehicle you will be renting for a discounted price. I understand you were not satisfied with the pickup truck but if you do request another vehicle then you will be charged an upgraded fee because you are getting to choose the type of vehicle you will be renting. When it comes to the fuel charge, we do expect our customers to return the vehicle with a full tank of gas because that is how much it was provided to you at the time of pick up. It does state on your rental agreement that additional fuel will be 9.99 USD per gallon. If you would like to further discuss our policies or have any other questions or concerns, you can always reach us by email at ************************************* or by phone at ************.
Customer Answer
Date: 09/11/2024
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.

This response did not answer any of my questions as to why I was overcharge from what they told me and why I was charged fuel when I returned the vehicle full. This response is telling me nothing and doesn't resolve my dissatisfaction with the ACE rental company. They have awful customer service and doesn't even recognize how rude the representative was when we dropped it off. The response lacks any resolution.

Regards,

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

Business Response
Date: 09/12/2024
Hi *******,
Unfortunately, we cannot provide a resolution regarding your dispute on the charges made to your reservation. If you would like to further discuss this matter in depth, 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: 09/12/2024
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 have already contacted customer service at ********************** prior to this complaint, they were unable to help me in any way. This is the reason I have had to file a complaint because I'm not getting any resolution at all. All I'm looking for is to be refunded the amount that I was overcharged for.

Regards,

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

Customer Answer
Date: 09/13/2024
ACE is not willing to work with their customers per their responses. I think it's wrong that they can't admit to the experience I had with their representatives and the overcharges they have charged me for. I'm honestly looking for a total of about $53 for the overcharges but they do not want to provide that resolution. They want me to contact them which is something I already tried before filing the complaint. They have no desire to help out. What are other steps to take?
Initial Complaint
Date:09/09/2024
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.
Hello,The agent told me that i had to get a required Comprehensive and liability coverage for about $140. I told him I thought the credit card might cover that and he said not liability and reduced it to $100. To find out later, it was an optional coverage that we dont need to get if we have our own insurance. I feel this was deceptive and predatory practice. I would like a refund of the $100 liability coverage. Sincerely,****** ****
Business Response
Date: 09/10/2024
Hi ******,
It does state in our terms and conditions that all renters must have full coverage insurance to rent our vehicles. Full coverage insurance consists of Collision and Liability Coverage. The charge for liability insurance is valid because the coverage your credit card can only offer is collision. If you would like to further discuss our policies or have any other concerns, you can always reach us by email at ************************************* or by phone at ************.
Initial Complaint
Date:09/04/2024
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 had rented a van from Ace car rental in *************** and to use from 08/29-09/02/24. When I arrived at their office to fill out the agreement I was given the quote of $163.98 for car rental and $56.98 to fuel van when returned. Also, at that point I was asked if I wanted vehicle coverage for the van which than I responded no. He (Riz the agent I worked with) asked to initial to opt out of coverage which I did. After a long day of traveling and and just trying to get to the ******* I just just took rental agreement and key to van and left. Once I got to ****** I went over the agreement and noticed he had charged me for the insurance and I looked over to see where he had asked me to sign to opt out of insurance and which was actually agreeing to coverage. I then gave *** a call to ask why he had charged for the insurance after I had said no to that coverage. He said you said you did want and I said no I clearly said no and my husband also said no. He then said no problem just come in tomorrow and I will make the appropriate changes and put that money back into your account. I went in the next day and waited for him 30 minutes to arrive. When he arrived he told me his supervisor had told him that he should not have told me that he was going to give me my money back but that at the end he should do what he thought was best. So he then asked for my insurance information which he didnt ask for me to bring in when I spoke with him on the phone. After telling him that he he did not mention that on the phone he said they wont let me return your money without it. I said ok let me call my husband and see if I can get that for you. After calling my husband he was able to get something to show Riz. When I showed what I had he then said oh no I need something with the right coverage dates. When showed him that. Then he said now I need something that has your name on it. I then shoo him something with my name. Put he still kept coming back with some excuse.
Business Response
Date: 09/06/2024
Hi *****,
Thank you for taking the time to leave a review about the experience you had at our ******* ACE location. I would like to inform you that it does state in our terms and conditions that customers can provide their coverage, but they must provide supporting documents at the time of the rental pick-up to include it on your account. After looking further into your reservation, I can see that you first provided insurance coverage, but the coverage was not under your name and you were not on it. Your husband did provide a second alternative but the coverage would not go into effect until September 2nd which was the day you were supposed to be dropping the vehicle off, meaning it was not going to cover your entire rental period. 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 further assist you.
Customer Answer
Date: 09/19/2024
I was having problems receiving emails and didnt receive any of your previous emails until now that I got it to work.
Initial Complaint
Date:09/03/2024
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 reserved a rental car through Booking.com for Sept. 2-Sept. 6 and paid for the reservation. I made sure to read all fine print to avoid problems. When I got to the pick-up counter and was asked if I was going out of state I answered yes, I was going to ********. The lady said "you can't" and then pointed to a map on the counter showing states that I could drive in. This information is not on the website and furthermore their policy on refunds is that you will only receive a refund if it is outside of 48 hours before the reservation starts. This is, to me, a scam and I think it needs the attention of the BBB.
Business Response
Date: 09/04/2024
Hi ****,
Our company's terms and conditions, available on acerentacar.com under the "Locations" tab and specifically for our Atlanta office, state that vehicles are restricted to travel only within the states of *******, *********, *******, North and **************, and *******. Any travel outside of these states may result in fines of up to 1000 USD, as indicated under the "Geographic Restrictions" section. Regarding refunds, the decision to issue a refund is at the sole discretion of the rental location, depending on the circumstances. We strive to provide all necessary information to customers to avoid any confusion at the ********************** desk. If you would like to further discuss our policies, please feel free to reach out to us via email at ************************************* or by phone at ************. We are more than happy to assist you.
Customer Answer
Date: 09/05/2024
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.] The response by the business is not sufficient to me because I feel that they have made the information regarding travel restrictions difficult to find on their website. If this is on the website under "locations" that seems to suggest locations where you could rent one of their cars, not locations I'm allowed to drive to. This should be much more visible on the website without needing to search for it. Furthermore, the refund policy is such that if you rent a car and then learn of the restrictions, you will most likely not be eligible for a full refund.

Regards,

***********************
Initial Complaint
Date:08/24/2024
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 June 22, 2024, I reserved a rental car from ACE Rent-a-Car to be picked up in ********** on July 9, 2024. The price was $185.30. During my research online, I had heard that rental car companies abroad sometimes try to sell their customers unnecessary coverage. I called ********************** **************) and spoke with ******. He said that if I paid with my ***** ****** **** and brought paperwork showing that I had auto rental collision damage from ***** that explicitly states coverage abroad in addition to bringing in a copy of my declarations page showing my liability coverage through my insurance company, that I would not need to purchase additional coverage. I printed all of the necessary documentation and even cancelled the initial $110 for rental car insurance when I had made the reservation. I also spoke with my insurance agent who said that paying for additional coverage while abroad amounted to my being over-insured and was unnecessary. When I arrived at ACE Rental in ********** on July 9th, the ACE representative said that my collision coverage from ***** was inadequate even though it clearly stated that I was covered for car rentals while abroad. He said that I needed a personalized letter from ***** outlining the terms of the coverage. I explained to him that I had called ACE on June 28, and that ****** had made no mention of such documentation or else I would have obtained it. He also said that the declarations page from my insurance company did not cover me while abroad. I explained to him that this was not what my agent had told me at Progressive but he was unmoved. After having been travelling for 20 hours with my 2 children, I was not sure what to do. I explained to the ACE representative that I would verify my coverage upon my return to ***************** and he encouraged me to do so. $747.28 is considerably more than the $185.30 that I had initially agreed to. I believe I am entitled to a refund of $561.98 ($747.28 - $185.30). ***
Business Response
Date: 08/26/2024
Hello *****,
Thank you for your feedback regarding your rental in **********. Per government policies in **********, insurance must state that any insurance used must state clearly that it covers in CR or it is not valid. While I understand the frustration in the additional cost, if the proof presented did not state that it covered in CR then it would not have been accepted and you would have needed to purchase the insurance at the counter in order to rent. Unfortunately, no refund for the insurance will be awarded.
Thank you
Customer Answer
Date: 08/26/2024
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.

Before travelling to **********, I had read that rental car companies in ********** try to overcharge customers for insurance they already have and do not need to purchase additionally. This was why I called ACE on June 28, 2024 and spoke with ****** *************) prior to my arrival to see what proof of insurance I was required to bring in order not to have to purchase additional insurance. He said that I had to bring my auto rental collision waiver policy from Chase **** and that I had to pay for the car with that card. This covered me for collision. He also said that I needed to bring a copy of my declarations page from car insurance company showing my liability coverage so as not to have to purchase liability coverage in *********** I printed and brought both documents only to be then told in ********** that I needed a personalized letter from ***** **** with my name on it for the collision insurance. You can't change the rules mid-race and expect them to apply. This was why I called beforehand. This is an unfair business practice and just because it is apparently common in ********** does not mean that ACE should be allowed to get away with it. They never even provided a reason as to why they rejected my liability insurance.
In ACE's recent response to my complaint thru the BBB, ACE then said that my Chase ****'s auto collision damage policy must clearly contain language about renting a car in *********** On page 3 within scan 5 which I attached with this message, the Chase **** policy says, "if you are renting outside your country of residence, the coverage provided by this benefit is primary and reimburses you for covered theft, damage, and administrative or loss-of-use charges imposed by the rental company, as well as reasonable towing charges that occur while you are responsible for the vehicle." ********** is outside of my country of residence and therefore clearly covered by the policy.

Regards,

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

Business Response
Date: 09/03/2024
Hello *****,
Reviewing all information provided, the insurance that was purchased included additional services beyond what your credit card covered which was only collision. Personal coverage must show that your policy extends to cover in ********** per ***** Rican policies. The coverage purchased was a premium coverage package which covered all aspects of the rental including roadside service. Unfortunately, as the insurance that was accepted included additional services that your policy did not cover and your policy did not state that it covered in ********** specifically then it could not be accepted. No refund will be awarded for the insurance that was purchased.
Thank you
Business Response
Date: 09/03/2024
Hello BBB team,
The customer did not have the correct coverage and signed agreeing to a complete coverage package which included coverage beyond what they had personally. There is nothing to be done regarding this case, please close this case.
Thank you
Customer Answer
Date: 09/05/2024
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.

Ace is being dishonest with you. They stated that I did have the correct coverage. This is not true as you can see from the documents that I have provided in previous attachments. I had both collision and liability coverage and brought the documents that they told me to bring when I called them before travelling. This was why I called and spoke with ****** on June 28th at **************. He said that if I paid with my ***** ****** **** and brought paperwork showing that I had auto rental collision damage from ***** that explicitly states coverage abroad in addition to bringing in a copy of my declarations page showing my liability coverage through my insurance company, that I would not need to purchase additional coverage. I printed all of the necessary documentation and even cancelled the initial $110 for rental car insurance when I had made the reservation. I also spoke with my insurance agent who said that paying for additional coverage while abroad amounted to my being over-insured and was unnecessary. *** then refused to accept these documents when I arrived to pick up the car in *********** The reason I called beforehand was because I heard that it was likely that *** would try to sell me insurance that I did not need. Just because this is a common practice does not make it right. Ace should be ashamed of itself for fleecing its customers this way and should not be allowed to get away with it.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

ACE Rent A Car is NOT a BBB Accredited Business.