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.

close

Find a Location

ACE Rent A Car has 65 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

• 

  Aligo Rent A Car

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

• 

  Aligo Rent a Car

  15269 104 Ave Inside Sheraton Hotel - Lobby Surrey, BC V3R 1N5

• 

  Aligo Rent a Car

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

• 

  ACE Rent A Car - Toronto, Mississauga

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2024

  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.

  Charged us almost 200 dollars more, they pressure people into buying an extra insurance, without being clear about the charge fees being daily, instead of a one time fee. I was told it was only a one time fee, Then when car is dropped off they end up charging more. I tried to dispute the charges and they said they will listen to the recording and never did. I have tried to reach out to them multiple times without success. They are stealing peoples money by adding hidden fees and confusing people. I gave them a bad review in ****** and found out multiple people had experienced the same thing as me. Their customer service is horrible, they lie and do not follow up on their word. I have sent e mails, called and they have not responded to my claim. When I was waiting for my car a lot of people were complaining for the long lines and their services.

  Business Response

  Date: 06/18/2024

  Hello *****, 

  Thank you for taking the time to write to us regarding your recent rental in *********. The *** coverage was signed for and you did receive a copy of the rental agreement with the charge prior to leaving the location. There is no charge for an additional driver on your invoice. Unfortunately, the *** will not be refunded as it was signed for and accepted. 

  Thank you

• Initial Complaint

  Date:06/14/2024

  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 reserved a rental car with ACE at FLL as a package deal with price point. These extra charges were not explained to me. I had a voucher, and I thought that I would just have to provide a $200 refundable deposit. Boy, was I wrong. The cost for a booster was high. If I would have know this, I wouldn't have got one here. It would have been cheaper to purchase one. The guy checking me in stated that the booster was included. Also, I was charged $30 for a daily extension fee that I have no idea what it means. I never extended my reservation. Don't fall into this trap that I did. I will never rent from ACE again. I travel frequently and never had a problem with any other company. My receipt also states no refund. I believe this is a mistake and I should be receiving money back.

  Business Response

  Date: 06/17/2024

  Hello *****, 

  Thank you for taking the time to write to us regarding your rental in ***************. The customer of the child seats is in the terms and conditions prior to rental on all sites for ACE. The daily extension fee is only applied to your contract and never billed to you. It is only placed in the event you do want to extend, it locks in your rate. As you did not extend it was credited to your contract and never billed to you. The final cost of your rental was $131.25 including the child seat. 

  Thank you

  Customer Answer

  Date: 06/21/2024

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

• Initial Complaint

  Date:06/12/2024

  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 rented a car from the ATL airport on 5/28-6/1 for $22 a day. When I got to the desk, the agent was very pleasant to speak to. While I was at the car center, their agent forced me to get the supplemental liability coverage and denied me the opportunity to provide information about my full coverage through AAA. I told her I had full coverage. All full coverage insurance covers ALL rental cars. This proof of insurance was never asked for. When I seen the amount on my bill, I thought it was the $300 deposit, $22 a day and tax and fees.The very next day (5/29) after I checked my bank account, I saw a $300 deposit and a $482.25 charge, I immediately called the number on the agreement. I told them I didnt not want the ******************* and I have full coverage with AAA. The lady I spoke to insured me a supervisor would call me. I called again with the same story on 5/31, 6/4, 6/6. Each time the agent I spoke with told me a supervisor would call me back. I filled out a complaint from their website. On 6/10, I decided to chat online with an agent. Finally someone called me to say, sorry you signed the agreement. I couldnt answer the phone as I was at work. I just want to get the money back from the insurance they added. Which would be $270.

  Customer Answer

  Date: 06/13/2024

  I finally got a hold of the supervisor yesterday 6/12/2024 after calling 4 times, filling out a complaint form and chatting with the online chat. 
  
  He said, since I called ACE rental the following day 5/29 (they have records of this) and called 3 other times without getting this resolved, he decided to only charge me for one day of insurance. Im supposed to be getting a refund now. 
  

  Business Response

  Date: 06/13/2024

  Hello *********, 

  Thank you for taking the time to reach out to us regarding your rental in *******. After the charges were reviewed, as the insurance was signed for and accepted as well as in your interaction with the agent personal insurance was not mentioned, no refund will be provided. 

  Thank you

  Customer Answer

  Date: 06/14/2024

  After 5 phone calls, filled out an online form and chatted online with ***, I finally got a hold of a supervisor. Hes going to only charge me for insurance for one day since I called the following day. He refunded me $251. 
  I believe they did the right thing even though I had to fight for it. 

  Customer Answer

  Date: 06/20/2024

  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.]

  After 5 phone calls, filled out an online form and chatted online with Ace, I finally got a hold of a supervisor. Hes going to only charge me for insurance for one day since I called the following day. He refunded me $251. 
  I believe they did the right thing even though I had to fight for it. 
  
  Regards,
  
  ********* *****

  
  

  Business Response

  Date: 06/25/2024

  Hello *********,

  I am glad to hear that the insurance has been refunded to you and that this issue has been taken care of. 

  Thank you

• Initial Complaint

  Date:06/10/2024

  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.

  Car rental price from advertising and the actual price charged was different 1.) advertising/ booking price - $80.41 2.)actual charged price - $ ****** 3.) not providing proof/ full official document to pay Metro ******************** violation 4.)threatening with text messages and sending email 5.)high amount of hidden fee charged

  Business Response

  Date: 06/11/2024

  Hello Win Mar, 

  Thank you for taking the time to write to us regarding your rental in **. I show that you signed accepting full coverage insurance which is the difference in your rate. 

  Thank you

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the rental car through a third party. I had originally purchased the extra insurance. Then my agent told me to cancel it and use my personal insurance as I had the coverage. Since I purchased it through a third party that is who I contacted. They emailed me confirming I wou0ld be refunded. When I picked up the car the man charged me for it saying it was all going to be refunded when the car was returned. They refunded me 300 of the 370 they charged me. They are saying I never told them I would need to use my own insurance. When in fact I had printed off and brought in my declaration page to prove my coverage. And let the man know that was my intention. I can't get ahold of the manager to even discuss it. I've been on hold for over a hour now. And their chat service told me I needed to contact the location.

  Business Response

  Date: 06/11/2024

  Hello ******, 

  The PDW is not coverage but waives the out of pocket fees should there be an accident resulting in collision charges. This is an optional service that was signed for and accepted. Unfortunately, as the rental is closed, no refund will awarded. 

  Thank you!

• Initial Complaint

  Date:06/06/2024

  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 booked a car through Priceline with ACE rental a car at *********************************, total cost $195. When picking up car at the counter, I was charged $353. I was charged for RLW, an optional item on their paper work. The staff at the front desk, a male and a female, forced me to sign the purchase for this item about $29 dollars a day extra to my initially reservation, even after I explicitly indicated that I have full coverage auto insurance and show them my auto insurance information. I want ACE rent a car to reimburse me for that that extra charge I did not opt to purchase.

  Business Response

  Date: 06/07/2024

  Hello ******, 

  Thank you for taking the time to write to us regarding your rental in ****. Looking at your account I see that the insurance has already been refunded to you. 

  Thank you

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from ACE ******* from May 29- 31st. While I was at the center, their agent forced me to get the supplemental liability coverage and denied me the opportunity to provide information about my full coverage through Geico. He said it was required by the company to purchase the liability insurance. Since this was my first time renting with ACE, I really thought it was their policy so I agreed. However, upon closer inspection of my rental agreement and ACEs policy on their website, I realized it wasnt mandatory but rather optional. I immediately called the company back to inquire about a refund of the $59.97 cost for the optional liability insurance. I was assured that I would be able to get a refund when I returned the vehicle. I returned the vehicle on 5/31/24 and again inquired about a refund, but was told to email the following email **************************************** and a refund would be provided to my original form of payment. I immediately emailed and received the following response "Hello, we can never approve any refunds or adjustments on coverage. The service was provided and signed for on the original contract. Thank you."I'm frustrated because I was victim to their shady business practices and lied to about getting a possible refund. It's truly about the principle. No need to lie to customers to get extra money out of them and then in addition to make promises they cannot keep. The email response didn't provide any sympathy, so I really want a refund. I'll settle for a partial refund of the $59.97 as soon as possible. Thank you so much.

  Business Response

  Date: 06/03/2024

  Hello *******, 

  Thank you for taking the time to write to us regarding your recent rental in *******. Looking at your account I do see that no proof of insurance was provided and per our policies, if proof is not provided you do need to purchase the coverage. The information to decline the coverage is provided prior to renting in our terms and conditions. Unfortunately, any refunds are up to the location and as they advised no refund, we will not be able to provide any refunds. 

  Thank you, 

  ACE Customer Care

  Customer Answer

  Date: 06/03/2024

  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:05/29/2024

  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.

  3/15/2024 My sister-in-law and I went to rent a car (via Uber app) for a 4 day weekend for our other sister-in-laws bachelorette trip. My sister-in-law made the mistake of booking the car for the wrong weekend after/mixing up dates (so 3/22-3/24 instead of 3/15-3/17). Upon arrival, the customer service team authorized us, without verbally telling us, to use the car beginning that day instead of telling us the booking was for 3/22-3/24. We didnt know of the mistake until after the charge came through as nearly $400 more than expected, and we then further investigated. Therefore, we were charged for the rental from 3/15-3/24. It would have been clear on their (ACEs) end that we marked the wrong dates as it would be off for someone to come in a week before their booking. After many conversations with them, they said that if a customer reserves a car and comes to pick it up early, they allow them to rent the car starting that day. However, I believe that they were aware we didnt need the car for 9 days as we told them we were there for a weekend bachelorette trip AND we originally only booked the car for 3 days. This felt like they scammed us out of our money when they had the ability to tell us the booking days were just incorrect. Now, because we booked through Uber, we could have been notified by ACE that the dates looked wrong then cancelled or changed the booking via Uber and resolved the issue. We even contacted the corporate level of ACE and they acknowledged that this behavior wasnt acceptable.

  Business Response

  Date: 05/30/2024

  Hello ******, 

  The additional charge is due to you picking up on the 15th and keeping the vehicle till the 24th. You had the vehicle for the full 9 days whereas your booking was only for 2 days. The additional charge is valid for the extra week the vehicle was had. 

  Thank you

• Initial Complaint

  Date:05/29/2024

  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.

  Car rental insurance sent Aligo a cheque that was cashed for $1378.50. Aligo had already charge me on my **** for $1378.50 for the damage. I have had numerous calls to Aligo and they have not addressed the issue, even though they admitted there was a mistake and a cheque was on its way.See attachments of email messages and receipt from Aligo.

  Business Response

  Date: 06/05/2024

  Hello *****, 

  Thank you for taking the time to write to us regarding your recent rental in ******. Unfortunately, with damage claims there is nothing on our end we are able to do and it will need to be handled through your insurance and the claims department. 

  Thank you

  Customer Answer

  Date: 06/05/2024

  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. 
  
  I contacted Jamil from Aligo Car Rental - ************ / 6042339-3591, Shahin - ************. Ali ************ numerous times over the past 6 months. They charged my **** card $1,378.50. The insurance company - Assurant (RA 5874//Assurant claim # ******) had sent them a cheque for the rental car damage, which they had cashed. They admitted that there was a change in ownership at the Aligo Car Rental (***********************, ******, **) that had cashed the cheque. They agreed to mail me a cheque for $1,378.50 and that there was an error on their side. The cheque has never arrived. They then promised to courier the cheque to me when it did not show up. They are now not answering my phone calls. 

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

  
  

• Initial Complaint

  Date:05/28/2024

  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 Ace in ***********. The sales rep told me that it was required of me to purchase their insurance, although I know for a fact this is not true. They also have not refunded me my $500 deposit. I attempted to call them via the number for this office but it is not a working number. I tried calling the number on the website, which is also not a working number. Additionally, there is fraud on my bank account now, which was called in by a man in LA claiming to be ***************************, resulting in my bank account, online banking, and debit card being locked out while on the other side of the country. I was thus left with no money and no way to get any money. I had to return home to ************* and physically go into my bank to restore my accounts. The rep at Ace was the ONLY person besides myself who had possession of my card during my stay in **.

  Business Response

  Date: 05/30/2024

  Hello *******, 

  Thank you for reaching out regarding your rental in LA. Looking at your account you were only billed for the rental and no insurance or additional items. Regarding your deposit, $604.95 was held at the beginning of your rental and upon return you were billed $104.95 from that hold. Once the $104.95 charge posted, the $604.95 hold was released, releasing your $500 deposit as well. As it was never fully charged to your card you would not see a refund for the $500, you would only see a charge for $104.95.

  Thank you