Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

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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.

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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:07/31/2024
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.
I arrived on Wednesday July 24th to pick up my rental from the ************************************************ Ace Rent a Car location. I brought my valid drivers license which was recently renewed as required prior to my birth date along with the official state printout of renewal proof. I was told on check in to receive my rental that both of these documents would not be accepted and that I would need to make a new reservation under my wifes name and add me as a driver. They would not change my reservation to my wifes name and charged me more than 200 dollars more than my original reservation. My kids were hungry and the manager was out to lunch and I had no choice but to accept making a new reservation. I feel that if I had the appropriate and official state documents that police or any government would accept until I received my renewed license that Ace ********************** should have accepted it as well. If I had any doubts on this I would have reserved under my wifes name initially. The rep on check in told me the policy is on their website but I never felt I should check for this or even call to ask the question because my license according to the state of MN is valid and should have been accepted. I am very frustrated by what happened and the large extra expense and was also given a different vehicle, as apparently a full size sedan was unavailable even though I had one reserved. We had to cram our luggage into a small suv trunk and get worse gas mileage than the sedan. All in all , a very bad experience when I should have been allowed by law to get the rental under my original reservation.
Business Response
Date: 08/01/2024
Hello ********,
Thank you for reaching out regarding your rental in LA. Unfortunately, we can not change names on reservations and in order for your wife to be the primary a new one does need to be made. Per our policies, we require a valid license and do not accept temporary or paper licenses. While I understand the frustration with the change in cost, the new rental did need to be made as the policies were not met. Unfortunately, no refund will be awarded.
Thank you
Customer Answer
Date: 08/01/2024
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 provided legally acceptable driver's license documentation that is accepted Nationwide by law enforcement and therefore should be acceptable for my reservation and rental car or should at least be refunded the difference in cost for having to rebook

Regards,

***************************
Initial Complaint
Date:07/29/2024
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.
While renting a car from ACE, I was told by the desk clerk when picking up the car that I had the option of pre-paying for gas at $3.25/gallon (a fair price for the area). He represented this option as a convenience, so we could drop off the car and they would charge me for whatever car I had used. We had just finished talking about tollways and that I would *not* be driving very far during my 2 day stay. After returning the car, having driven a small amount, I was charged for a full tank of gas. When I called ACE, they apologized that I had been misinformed but refused to issue me any kind of refund. They stated that the policy was in the agreement that I signed. The paper agreement was presented to me AFTER I had paidnot that I would have read it at midnight, I relied on the desk person giving me accurate information. I was clearly misled, whether on purpose or not.
Business Response
Date: 07/30/2024
Hello *******,
Thank you for reaching out regarding your rental in ******. As you signed the rental agreement and agreed to a prepaid full tank of gas, it is stated that there is no refund for unused fuel.
Thank you
Initial Complaint
Date:07/24/2024
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.
I rented a car with this company from July 15 to July 19 at ****** ******. The price of the car was 189 dollars, i got my invoice and the price was right. A few days later i get charged 693 dollars and I keep seeking for answers with no one able to tell me where are the additional 500 dollars coming from!! One rep told me ohh it might be a deposit and then another one said it was the final bill!! I need answers about what is going on now!!!! Next you wont hear about me, it will be from my lawyer!
Business Response
Date: 07/29/2024
Hello,
Thank you for reaching out regarding the charges for your rental in ******. I see that a case is open for you and is being looked into. Once more information is available you will be contacted directly by email.
Thank you
Customer Answer
Date: 07/29/2024
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 been trying to solve this issue for two weeks now! Receiving multiple emails saying that that invoice is my final charge. I need an explanation!

Regards,

*******************************
Business Response
Date: 08/01/2024
Hello *********,
Our team is looking into your account to verify the charges and ensure all billing is correct. You will receive an email once all information is collected and reviewed.
Thank you
Business Response
Date: 08/01/2024
Hello team,
We are in direct contact with the customer and there is nothing further regarding this complaint we are able to do here.
Please close this case.
Initial Complaint
Date:07/16/2024
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.
On 5/12/24 I returned a rented vehicle in acceptable condition to ACE car rentals in ****** ,**. The vehicle had been picked up on 5/5/24 at which time a $200 security deposit was charged to my credit card pending the acceptable return of the vehicle at which time it was to be refunded. The refund has never been processed despite repeated communications with an ACE representative. They now have seemed to stop any further communication.
Business Response
Date: 07/17/2024
Hello ******,
Reviewing your account, the deposit was refunded on 5/12 at 13:46 in the amount of $231.57 to your card ending in 2789. The refund receipt is available here for you and no further refund is due.
Thank you
ACE Customer Care
Customer Answer
Date: 07/20/2024
I consider this complaint resolved and no further action is warranted. Thank you
Customer Answer
Date: 07/22/2024
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.

Regards,
***********************
Initial Complaint
Date:07/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Details:- 7/6/2024 - 5pm - Returned rental car free of garbage. Two small children spilled milk in the cup holders and there were some stains in the back as they definitely spilled milk but no inspection was done of interior before I took the car. - They charged me $250 for what could be cleaned with a wet wipe and there is no evidence I caused the back seat issues to the extent they claim.- They were rude and also told me they just started doing this surcharge (counter attendent). In the process the manager asked me to step ouside, leaving my special needs child inside and he got upset from the stress and vomitted throughout ****** all over a cleaning that should be done when a car is returned regardless.
Business Response
Date: 07/09/2024
Hello ****,
Thank you for reaching out regarding the cleaning fee. It is stated in your signed rental agreement that if the vehicle is returned excessively dirty there will be a cleaning fee applied. Photos are taken after each renter and the stains were not present prior to you taking the vehicle. The cleaning fee will stand and no refund will be awarded.
Thank you
Initial Complaint
Date:07/06/2024
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.
On June 20, 2024, I rented a 2023 Dodge Charger SXT through Ace Rent A Car (TPA), retrieving rental at ***** Airport, at 10:26 a.m. I originally rented through Fox Rental but upon arrival at ***** Airport, Fox would not accept the unforeseen $300 security deposit through debit. At this point, my friend and I were physically escorted to the rental desk of ACE Rent A Car because *** accepted debit. Therefore, our rental was transferred from Fox to ACE. ***'s agent clarified the standard rental process, unambiguously assuring the adequacy of my choice of insurance. After this unforeseen transition from Fox to ACE, my rental cost was escalated approximately $300, which I was ASSURED by ACE would be refunded upon return of car. Incidentally, I was subsequently refunded $272.87 on June 24, and in no uncertain terms I was advised by Rockport that it would NOT have been refunded if damage were alleged. During my rental, we were pulled over by PD and told that rental tags were seized. My travel partner is black and was treated rudely. This was traumatizing, unacceptable. Subsequently, I therefore disputed the rental cost. After multiple communications with ACE, I was inexplicably, fraudulently invoiced by Rockport Auto Claims, alleging a date of loss of 6-20-2024, for physical damage to the car for $1,540.65. This was clearly retaliatory.On June 23, the car was properly returned. We were unsure of protocol and agent aggressively, impatiently, and rudely instructed us to leave the motor running, and "get out of the car." We complied. Any physical damage alleged by ACE is fabricated and clearly fraudulent. The rude ACE agent examined the car, nothing at all was disclosed. Rockport assured me the refund of $272.87 on June 24 would NOT have been made had there been damage. Consumer Affairs reviews reveal this tactic is one used frequently by ACE. They are not transparent in their business dealings. My next step will be to seek legal intervention.
Business Response
Date: 07/09/2024
Hello ****,
Thank you for reaching out regarding your rental in *****. As a damage claim has been opened there is nothing ACE is able to do and the claim will need to be disputed with Rockport Auto Claims directly.
Thank you
Initial Complaint
Date:06/25/2024
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.
I rented a car from the ************************** from Ace Rent a Car last week and we had a rock bounce up on the highway and shatter one of the rear windows of the car. I took the car back to them immediately and filed a quick glass claim with my insurance and the Ace manager told me that was fine and took a picture of the claim information and appointment. Safelite called me a couple days later and told me Ace refused service and had to process it through their claims department. Fine, I assumed they just wanted to nickel and dime their way into more money Today I got a email from their claims provider with an estimate for $1800 in damage plus a receipt showing they took my deposit on the car already and asking how I would like to proceed with the rest. The thing is the estimate on their part is blatantly fraudulent and includes body work and metal work and paint and all kinds of stuff that just doesnt apply to just the window being broken (Safelite was charging me $169 for the whole replacement). The pictures and the condition returned form that I filled out with Ace show the window was the only damage. I noted damage on the form I filled out before taking the car and their employee clearly noted the only damage when returning it was the window broken. They are refusing to remedy the situation and just asking for payment. I will not file a claim with my insurance or my credit card as this seems like blatant insurance fraud for existing damage that had nothing to do with me.
Business Response
Date: 07/02/2024
Hello *******,
Thank you for taking the time to write to us regarding your rental in ***** and the damage claim. Unfortunately, once a claim is opened there is nothing ACE can do and it does need to be handled through your insurance with Rockport Auto Claims directly. You would need to request the information from them and dispute it through your insurance.
Thank you
ACE Customer Care
Initial Complaint
Date:06/25/2024
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.
Priceline trip number 573-391-355-18 Purchase date Jun 18, 2024 Payment method **************** (1007)Billing name Kirill ********** Daily rate $36.75 Number of days 6 Taxes and fees $146.75 Car subtotal $367.25 Collision damage coverage $78.00 Pick-up Sat, June 22 1:00PM Drop-off Fri, June 28 1:00PM Location ACE *************** Airport (CHS)******************************************************** *************** How to get there Confirmation number POV16027145 Hello my name is *****************, on June 18 I have booked this car rental with Ace, and paid for it. When I arrived to ********** airport on June 22, I called Ace, the lady on the phone told me to wait for their shuttle outside. We have waited for over 20min, and the shuttle passed us by and didnt even stop. So I called Ace the second time, and the lady told me that we shouldnt even come to the office, they are out of cars. When I asked to speak to the supervisor, the lady said they dont have one! What kind of business is that???!!! My reservation was confirmed and fully paid. They just told me to take it up with Priceline. I had to find another car rental on the spot which cost more money. I still didnt get my refund! I would like my refund plus the difference I had to pay for another rental. Thank you
Business Response
Date: 07/02/2024
Hello Kirill,
Thank you for taking the time to write to us regarding your rental in **********. Regarding the refund for what was prepaid, this will need to be handled through Priceline as your paid them for the booking and as the rental was not used ACE did not receive the funds. For the refund for the difference in what you paid for the rental with another company, please email us at ************************************* with all your information and the final invoice for the rental you did have and we will review the information.
Thank you
ACE Customer Care
Customer Answer
Date: 07/02/2024
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.
Hello, when I contacted Priceline, I was told that they wont release my refund until they get a confirmation from your company that there were no cars available, please provide that response. My final bill from ***** is attached in this complaint and thats the amount Im seeking to get back. I dont feel comfortable dealing with your company directly, its proven to have no integrity when it comes to agreements. I will prefer to resolve this issue through BBB. Thank you. Kirill Provide details of why you are not satisfied with this resolution.]

Regards,

Kirill Sokhonchuk
Business Response
Date: 07/09/2024
Hello,
From our records, Priceline has not reached out to us for more information regarding your booking. It is protocol that they reach out to us directly for verification.
Thank you
Customer Answer
Date: 07/10/2024
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.
Hello, I called Priceline again today and they were finally able to process my refund. Please address the second part of my complaint and provide the refund for the difference that I had to pay, due to Ace not fulfilling my booking or notifying me about their inability to provide a car. Btw, I was never even offered an apology from Ace on all the stress that was caused by their poor business practices. Will never do business with *** again.
[Provide details of why you are not satisfied with this resolution.]

Regards,

Kirill Sokhonchuk
Business Response
Date: 07/12/2024
Hello Kirill,
In regards to the difference you had to pay, you will need to email ************************************* directly with your information and the final invoice for the booking you did have with another company so that it can be reviewed.
Thank you
Customer Answer
Date: 07/15/2024
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. Like I have mentioned multiple times, I dont trust that your company will refund it unless BBB is involved, you guys dont seem to care for your customers whatsoever. I will email them today. But I will keep this complaint open until its resolved.
[Provide details of why you are not satisfied with this resolution.]

Regards,

Kirill Sokhonchuk
Initial Complaint
Date:06/21/2024
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 7--JUNE 10 I RENTED A CAR AT THIS ACE RENT-A-CAR LOCATION. UPON PICKUP, I CLEARLY TOLD THE ***** I ALREADY HAVE MY RENTAL CAR INSURANCE ON MY CREDIT CARD, NO NEED TO BUY ADDITIONAL PROTECTION PLAN. AFTER DROP OFF (RETURN), I NOTICED THERE IS A RLW CHARGE OF $29.99 PER DAY TOTAL IS $******. I NEVER AGREE TO PAY IT. THE RENTAL ***** PLAYED A TRICK, ADD IT WHEN I HAVE NO IDEA ON IT. I NEED THIS ****** BACK TO MY CREDIT CARD!
Business Response
Date: 06/25/2024
Hello *******,
Thank you for taking the time to inform us of your recent rental. Credit card insurance is only collision and per our policies you must have collision and liability which is why you did need to purchase this. Unfortunately, no refund will be awarded as this is a valid and required charge.
Thank you
Initial Complaint
Date:06/20/2024
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 a car through Priceline for Ace. I know I selected dealers choice as it didn't matter to me what type of 5 person sedan I got. Upon arrival I was told the only car they had available was a big van for 9-15 people. I told them my ************ were the only 2 ********** demanded a car as that's what site offered. Immediately this guy said well for an upgrade we could get you a Camry. $15.99/day extra for 8 days, meaning it was $129 more! I accepted it because I didn't have a choice, we were at LAX & needed to drive to my son's house 3 hours away. When I returned the car I tried to speak again to a man but he told me that I had to speak to the original man & then there was nothing that they could do for me. Once arriving at home I emailed Ace Corporate at their response was I agreed to the *************** was nothing they could do. Isn't it against the law to use bait & switch for them to demand more money for original was settled up on. All I asked the home office was to refund the extra charge of $127.92. I had already agreed to pay $386.92. I have added my original order & what I actually paid & also from Priceline that shows dealers choice is for a 5 person vehicle not a van for 9-15! Absolutely horrible company! Please help me hold them accountable for their bad business practices.
Business Response
Date: 06/25/2024
Hello *****,
Thank you for taking the time to inform us of your recent rental in LA. The dealer's choice is any vehicle the location sets aside for your rental that day, this could be a truck, minivan and even a passenger van. If the offered vehicle is declined there is a fee for any vehicle that is then accepted after. Unfortunately, no refund will be awarded for the upgrade.
Thank you
Customer Answer
Date: 06/25/2024
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.

Why then did dealers choice show a 5 person vehicle & not 5+? How is it that I could have rented a Camry for the same time period for $305? But yet they charged me $532 for the same vehicle? Bait & switch is illegal!!

Regards,

***********************
Customer Answer
Date: 06/28/2024
I am extremely excited to report that Ace Rental Car actually met me half way & refunded half of the additional charge!! Please if at all possible way could you add this to my complaint post so that they get credit for doing the right thing & compromising with me!!! Thank you all so much for what you do to protect us!!!!

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ACE Rent A Car is NOT a BBB Accredited Business.