Complaints

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

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Ace Rent A Car Presque Isle

  113 Parsons St Presque Isle, ME 04769

• 

  Aligo Rent a Car

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

• 

  ACE Rent A Car

  2261 94th St East Elmhurst, NY 11369

• 

  ACE Rent A Car

  3221 Coney Island Ave Brooklyn, NY 11235

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:03/11/2024

  Type:Order 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 made my rental thru a third party, (Priceline). I purchased additional insurance thru Priceline. I clicked on, open and read the terms of agreement provided to me, including the ace rental car terms of agreement. At the rental counter, I was forced to purchase additional insurance thru ACE rent a Car even though I notified the rental agent of my third party insurance and showed my *************** policy number. He told me I needed my *************** policy with me. I told him, the terms of agreement do not state what he was telling me. I perpaid for the vehicle so if I didn't purchase the additional insurance I would forfeit what I already paid. I own a flip phone and I do not carry my policy with me. If I had prior notice of this requirement, I would have brought the necessary paperwork with me as physical proof. I feel this is a fraudulent business practice. I sent many e-mails trying to get a refund. The several reps I emailed sent me terms of agreements that were unavailable to me at the time of my rental. I have NEVER had to produce insurance paperwork to rent a car.

  Business Response

  Date: 03/12/2024

  Hello *****,

  Thank you for taking the time to reach out to us regarding your recent rental experience. Per out policies, proof of full coverage must be presented at the time of pick up or you will need to purchase the insurance at the counter. We must be able to see what your policy covers in order to deny the purchase of insurance at the counter. Unfortunately, no refund will be awarded as proper documentation was not presented to be able to deny the insurance. 

  Thank you 

  Customer Answer

  Date: 03/12/2024

  Hi, I sent more documents, 03/12/2024.

  I'm not sure if it went thru ? Can you let me know if docs were sent/received please ?

  Customer Answer

  Date: 03/12/2024

  additional info

  Customer Answer

  Date: 03/12/2024

  info

  Customer Answer

  Date: 03/13/2024

  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.]

  Please see attached.
  
  Regards,
  
  ****************

  
  

  Business Response

  Date: 03/14/2024

  Hello *****,

  I did receive the attachment however, per the information you sent, the insurance purchased from Priceline/ Rentalcover.com is only collision. Liability would have still needed to be purchased. Unfortunately, the position and charge will stand. 

  Thank you

  Customer Answer

  Date: 03/14/2024

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

  Customer Answer

  Date: 03/14/2024

  I have stated numerous times the information available to me at the time of rental did not state I needed to provide proof of insurance at time of pick up.

  I notified the sales agent of my insurance with Geico for my personal auto insurance.

  No where in the rental contract does it state additional insurance is required or mandatory.

  I have uncovered a very questionable business practice I feel needs to be better investigated.

  Business Response

  Date: 03/18/2024

  Hello *****,

  At the time of booking, ACE terms and conditions are provided where it states " Proof of FULL INSURANCE COVERAGE that will transfer to the rental vehicle must be presented at the time of pick up. Otherwise you must purchase collision coverage and supplemental liability insurance at the rental counter." The position and charge will stand and no refund will be awarded. 

  Thank you!

  Customer Answer

  Date: 03/19/2024

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

  I already rejected the response from ace car rental. They are trying to say their charges are justified when they are not. 
  I have never been forced to purchase a rental car company insurance. No where in the rental terms and agreement does it state this. I purchased insurance thru Priceline and gave them my geico policy number. The rental agent was insistent on selling me anything and everything possible, full tank or half tank of gas, toll pass and of course insurance thru Ace. I would have walked away except I prepaid for the vehicle and it wouldnt  be refunded. Horrible customer service and I was exploited. Representatives from Ace would not comment on the rental forms available to me thru Priceline at the time of my rental.

  Did anyone with the BBB read the rental forms I submitted ? 

   

  
  

  Customer Answer

  Date: 03/20/2024

  Hi,

  I did not get an answer to my question: Did anyone at the BBB read what I sent ?

  I provided proof that there was no notification provided to me at the time of rental reservation I must purchase insurance thru ACE rental car.

  What is the purpose of the BBB if contracts are not enforced ?

• Initial Complaint

  Date:03/11/2024

  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 3/1/2024 on a narrow road in ******, my rental car rear right side door was touching rock resulting scratches. I have photos to show the damage. The rental car company ask me to pay more than $8k for this damage. This is ridiculous, since a brand new door costs only $1360 according to ChatGPT for Voyager LX Chrysler year 2022. The door with small scratches still functions perfectly fine, needs only small area painting.I hope BBB can help to stop this kind of daylight robbery. I am willing to pay $1360 as maximum to get the dispute resolved.

  Business Response

  Date: 03/14/2024

  Hello Bangshu,

  I appreciate you reaching out regarding your recent rental in ******. Unfortunately, once a claim is opened all disputes must go through ******** Auto Claims who also do the estimates for damage. You can contact them at ****************************** or ************. 

  Thank you

  Customer Answer

  Date: 03/14/2024

  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:03/10/2024

  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.

  Reserved a car that was dealer choice but it said 4 seats. When I got there they said it is a 9 passenger van. And anything smaller would be an extra 29 per day.

  Business Response

  Date: 03/12/2024

  Hello *****,

  Thank you for taking the time to reach out regarding your recent rental experience. With the dealer's choice, this option is not guaranteed to be any specific size vehicle. It is whatever the location offers at the time of pick up and can be a truck, minivan, passenger van, etc and anything other than what is offered is an upgrade and would have a fee. 

  Thank you!

  Customer Answer

  Date: 03/12/2024

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

• Initial Complaint

  Date:03/06/2024

  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 the ********* location, Feb 29 - 4 March 2024 for an amount of $125.52 that included airport fees and all taxes. Upon arrival to the Ace Location, I was greeted and told I could upgrade for a one time fee of $40. I agreed to this fee, completed paper work and left. Also note that the digital signature pad screen was completely broken, thus anything that was signed wasnt seen at time of signature. Upon review of my invoice, it showed I was charged $40 per day (totaling $160) vs one time charge. This was not noticed at return due to Las Vegas Ace return being set up on a gravel lot with a once lane visual inspection and key drop. I was not able to review or correct this error at time of return. This is absolutely the definition of predatory behavior on behalf a company. Every consumer protection tool has been disabled in some form from this company at this location. From in person signatures to any rental return, there are zero failsafes in place currently to protect customers or prevent fraud and predatory practices such as the ones that took place.

  Business Response

  Date: 03/12/2024

  Hello ********,

  Thank you for reaching out regarding your recent rental in *********. Reviewing your rental I show that they did refund 1/2 of the upgrade charge. As you do receive a copy of the agreement showing the breakdown prior to leaving the location and the vehicle was used for the full rental time, no further refund will be awarded. 

  Thank you 

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved and paid for a full-size SUV through a third-party (Priceline). I went to pick up the vehicle at the Ace counter, I was told any additional charges are simply a deposit, but will be returned to me after the car is returned. I looked at my receipt later and found that they actually charge me again for the upgrade to a full size vehicle, which I already paid for and more taxes and fees that Priceline had already collected from me upon initial reservation. I contacted *** to rectify the situation and was told that since I signed the document, there was nothing more they could do. Their associate at the counter in ****** airport lied to me. All I am seeking is a refund for the upgrade and additional fees.

  Business Response

  Date: 03/04/2024

  Hello ****,

  The amount you paid to Expedia was for insurance as your rental was not prepaid. The only charges are the rental cost and the agreed upon toll pass. 

  Thank you

  Customer Answer

  Date: 03/04/2024

  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. 

  I started to upload receipts and realized that I in fact have the wrong rental company. I will resubmit via a seperate complaint. I apologize for the inconvenience.

  Regards,

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

• Initial Complaint

  Date:02/26/2024

  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.

  I rented from and returned a car to ACE Rental Car at the Atlanta Airport during the week of ***** February, 2024. Prior to returning the car, I refilled the fuel tank to "Full" (actually over full according to the gauge) buying just over 10 gallons of gas to cover my travel. The fuel was purchased at a gas station less than a mile from the rental car lot (0.6 miles to be exact) and the car was promptly returned with no deviations. After I flew home, my invoice indicated an additional charge of $16.18 plus applicable taxes ($19.90 in total) for a fuel charge and the explanation given was that I returned the car with an 88% full fuel tank.I contacted the customer service number on my invoice and was unable to get a resolution since they are simply a call-center and are unable to handle financial matters on behalf of the company. I am now waiting for a return call from the company or an agent and I've been told this will take up to two business days. This is an unsatisfactory and predatory business practice by a rental company and they need to do an integrity check on their reporting processes or business practices.

  Business Response

  Date: 03/04/2024

  Hello ******,

  Thank you for letting me know about the fuel charge on your recent rental. I have reviewed the charge and the fuel charge has been refunded to you. You will see this refund in 5-7 business days. 

  Thank you

  Customer Answer

  Date: 03/11/2024

  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. 
  
  My frustration with this company was the lack of ability to address and immediately reconcile a minor dispute because (it appears) the customer service function was outsourced to an entity that has limited ability to address customer concerns. The company (once notified) rectified the issue in a timely manner and returned the funds in question rather quickly. This all could be avoided by allowing more leeway to the outsourced agencies in the future.

  The vehicles and front-line customer service reps were excellent (at face value), and I enjoyed my experience with ACE Rental Cars until I was unable to rectify a simple issue. I chose this rental agency because of positive past experiences and as a matter of convenience even though they were slightly more expensive than a close competitor. All things considered; I will consider using this company again in the future but may hesitate if another company offers comparable solutions at similar prices.

  Regards,

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

• Initial Complaint

  Date:02/15/2024

  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.

  I rented a car from this company last year Never was returned my deposit got tired of being given the run around nothing was ever returned to my credit car I ended up cancelling that card ace said they never returned my deposit due to me closing that account, saying they do have recordeds of oweing me, but can't return it?, spoke to my bank they said ACE should have other option in returning my deposit,I would like some kind of care and concern, the way I treated your property, no has been of any assistance

  Business Response

  Date: 02/19/2024

  Hello *****,

  The $300 security deposit was only placed as a preauthorized hold on your card. This means that you would not see a refund for the $300 deposit, the pending charge would have just dropped off your account. I have confirmed with our team in ********* and their bank that the hold was released directly following the return of the vehicle. 

  Thank you

• Initial Complaint

  Date:02/05/2024

  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 rented a car between 1/12/2024 and 1/15/2024 at ********* ACE rent a car. I booked this through Priceline and the price was $162.99. I also agreed to a pre-paid fuel, which was around $3.50 per gallon and I only drove 180 Miles on the car. I waived additional insurance and everything else. They did not state any fees aside from the gas. The total amount should've been around $180 maximum. I was charges $162.99 AND $172.This is a blatant double charge. I believe they double charged me and I should refunded for the $162.99.

  Business Response

  Date: 02/06/2024

  Hello *********,

  Thank you for informing us of the increase of charge to your reservation. Reviewing your account you signed your rental agreement, agreeing to purchase liability insurance. I have provided a copy of your signed agreement showing the charges and that they were accepted. Unfortunately, no refund can be made for the charges on this reservation. 

  Thank you

• Initial Complaint

  Date:02/05/2024

  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.

  I just had a trip to ********* and rented 3 days from ACE Rent A Car (actually returned the car after 2 days due to my schedule). Experience was good until I left the rental facility after the car return. I returned the car in the evening of Feb 4th, a lady inspected the car and I handed the key over to her, verified with her everything was good and I can leave. Then about 15 mins later I got a call from them saying I didn't leave the car key to them ... HOW could this even happen! Now they charged me $450 for missing car key, and now I have to spend more of my time disputing this $h.t... Not to mention I did hand the car key to the lady, as an inspector, how could you not verify if the key is returned before saying I can leave? -- I even asked if everything is good and we can go?... And how can you generate the the full receipt for the car rental and then 15 mins later you tell me I didn't give you the key and charge me additional? I have called ***'s phone center, twice, both times the staff said they will follow up and someone will contact me from their side. As the moment I am writing this review, no one has followed up and I still have that $450 charge on my credit card. Such a bad experience!

  Business Response

  Date: 02/06/2024

  Hello Song,

  Thank you for reaching out regarding the charge you received for the lost key. This fee has been refunded to you and should show in your account in 5-7 business days. Provided is the refund receipt and the new invoice for your rental. 

  Thank you

  Customer Answer

  Date: 02/06/2024

  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. 

   

  I do have one more question :  did they find what happened to the key after I handed back to the inspector? 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/05/2024

  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.

  This was TOTAL CHARGES$485.08 RATE CHARGE82.00 (this was disclosed)PRE-PAID FUEL48.19 (I did not use this amount. I brought the vehicle back at half a tank)CDW134.95 (this is unknown to me, this was never disclosed to me)ALL INCLUSIVE TOLLING39.95 (I did not agree to this)TIRE AND W/S PROTECTION44.95 (I agreed to this)SALES TAX28.41 AIRPORT ACCESS FEE37.88 (this was another hidden fee. It was not disclosed to me)******* SURCHARGE10.25 (this charge was never disclosed to me)VEHICLE LICENSE ************* charge was not disclosed to me)ENERGY RECOVERY FEE10.00 (this charge was another hidden fee. It was never disclosed to me)AIRPORT CFC29.75 (this charge was another hidden fee. It was never disclosed to me)

  Business Response

  Date: 02/05/2024

  Hello ******,

  Thank you for reaching out regarding the charges to your rental. Per your initial rental through Priceline, All taxes and fees (for the vehicle) are listed which include the ones you state were not disclosed to you. In regards to the toll pass, tire and windshield protection, and the collision these charges were all signed for and accepted on your rental agreement. Regarding the prepaid fuel and in accordance with your signed rental agreement "Credit will not be issued for unused prepaid fuel.". All charges are visible prior to signing and a copy of the rental agreement is given prior to taking the vehicle. Unfortunately, no refund is due or will be awarded. 

  Thank you

  Customer Answer

  Date: 02/05/2024

  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. 
  
  The agreement was vaguely verbally communicated to me while I was initialization and signing my name. It was explained that the total of $485 was just "a hold" on my account and that it would be adjusted upon return. I did not use $48 in gas. I did not use $39 in tolls and all those fees were not disclosed. 

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

  
  

  Customer Answer

  Date: 02/05/2024

  The agreement was vaguely verbally communicated to me while I was initialization and signing my name. It was explained that the total of $485 was just "a hold" on my account and that it would be adjusted upon return. I did not use $48 in gas. I did not use $39 in tolls and all those fees were not disclosed. 

  Business Response

  Date: 02/05/2024

  Hello ******,

  As explained and per your agreement, the fuel stands as there is no refund for unused prepaid fuel. In regards to the toll pass, if the toll pass is not accepted, you will be billed the cost of the tolls plus up to a $50 fee per toll. This can be reviewed by the location 14 days after the return of the vehicle be emailing **************************************. 

  Thank you

  Customer Answer

  Date: 02/05/2024

  Ace rental has responded with no resolution. The explanations given to me through this dispute were never explained during the rental process. It is a Shame that there are multiple expensive and hidden fees. I am not looking for a full refund. I am only asking to be refunded what I was not made aware of or what was never disclosed to me 

  Customer Answer

  Date: 02/05/2024

  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...

   

  Yhank you for your response. I understand you're perspective.

   

  I was told that whatever gas i do not use i will be reimbursed. I did not use $48 worth of gas. I also did not use $39 worth of tolls. It was never explained that this was the final cost. I would not have paid the gas or the toll fee prior to driving off. Also, I think it's not ok for the customer service rep to have rushed me through the paperwork. Perhaps they could be trained to slow down, and give a thorough explanation, and an honest one, to the customers. 

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