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

401 total complaints in the last 3 years.
151 complaints closed in the last 12 months.

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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:07/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in need of a 5 passenger vehicle. I booked and paid through *********** travel and when I got there I was told it will be $300 for the car then more for a hold and then more for the taxes each day. I told them how are you going to add up to $800 extra and you don't even know my reservation. I told them I payed through ***********. The lady at the desk told me that they should had told you it was going to be more. I said how I just heard yall quote different prices to different people. I gave her my booking and she told me they had a Prius for me. I said I understand but im too big for a Prius but you were going to charge me from up $1,000 to rent a Prius. I went to call *********** and told them to hold on. *********** tried to contact them but they kept on hanging up on us. *** said that I declined the upgrade. They never said anything about an upgrade I said something about an upgrade grade. I walked out to go search for another company but they told *********** I said I declined. I never said to them I declined. What I said was Keep it and let me call ***********
Business Response
Date: 07/02/2025
Good afternoon. Thank you for letting us know your concerns. You reservation was confirmed for the managers special. The managers special can be any vehicle from a small economy size vehicle all the way up to a full size SUV, minivan, or pick up truck. The managers special vehicle is determined by the manager daily. If a customer has booked the managers special and arrives at the counter and does not like what the agent is offering them for the managers special they will attempt to get you into another type/size vehicle however the price is going to change because you are no longer getting the managers special. You would either take the vehicle they are offering you for the managers special or upgrade to another type of vehicle. That is where the upgrade charge comes in. You will be charged an upgrade charge to be put into another type of vehicle. According to the Terms and Conditions you would also be required to pay a security deposit in which I understand that the customer was not aware of. There are other optional charges that can apply as well.
If you need further assistance please let us know. Thank you
Initial Complaint
Date:06/29/2025
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.
called and indicated I had a flat. Was told to go exchange the vehicle but upon arrival the nasty attitude of the "greeter" and the rest of the staff she kept whispering to, said I damaged the tire and had to pay $200 for a new tire....for a simple flat. RIP OFF and totally unfair that they did not allow me to go for a plug and that's it. They just wanted to steal my $200. Will NEVER recommend them
Business Response
Date: 07/01/2025
Good day. I will check on this information and get back to you within ***** hours. Thank you
Business Response
Date: 07/02/2025
Good day. I have attached 2 photos of the tire damage. Also is a copy of the signed rental agreement with the terms and conditions attached. Do to the size and location of the tire damage it cannot be repaired. Our safety policies prohibit tires from being repaired from certain spots on the tire. The vehicle this customer rented was a brand new ****** Altima with only 2500 miles on it. The tire were brand new and could not be repaired to equal or greater value as per the locations policy. Per the Terms and Conditions of the contract that the customer signed, the renter is responsible for any and all damage to tires.
Thank you
Business Response
Date: 07/10/2025
Good day. I have attached 2 photos of the tire damage. Also is a copy of the signed rental agreement with the terms and conditions attached. Do to the size and location of the tire damage it cannot be repaired. Our safety policies prohibit tires from being repaired from certain spots on the tire. The vehicle this customer rented was a brand new ****** Altima with only 2500 miles on it. The tire were brand new and could not be repaired to equal or greater value as per the locations policy. Per the Terms and Conditions of the contract that the customer signed, the renter is responsible for any and all damage to tires.
Thank you
Initial Complaint
Date:06/24/2025
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 am filing this complaint regarding a charge of over $1,400 issued by Ace Rent A Car (****************************************** location) through a third-party company, ******** Claims, for a small chip on the windshield of a rental vehicle. I strongly dispute this charge due to multiple factors involving misleading information, poor documentation, and an inconsistent inspection process by Aces staff.I rented the vehicle from May 30 at 9:00 p.m. until June 4 at 9:00 a.m., and I paid $663.93 for this rental period. When I picked up the vehicle around 9:00 p.m. on May 30, it was dark. I was told by a female associate at the front desk that I did not need to take photos or videos of the car because I had purchased coverage. At the gate, a male employee told me I should take a video, but provided no instructions or guidance on what to record. I did take a video, but due to the darkness and lack of direction, the windshield was not clearly captured.I now have a video that shows multiple dents and blemishes on the car that were not listed in the inspection report provided by ***. This raises concerns about the accuracy and credibility of their documentation. If those damages were missed, it is entirely possible the windshield chip was also pre-existing and simply overlooked.Despite these facts, I am being charged over $1,400 for a small chip damage on windshield I do not believe I caused. The repair cost is also unreasonably high compared to industry standards. A typical chip repair costs between $35$150, and full windshield replacements average between $300$600, far less than what Im being billed.I have tried to resolve this directly, but Ace and Rockport Claims continue to move forward with the charge despite having no definitive evidence that I am responsible. I am seeking a full dismissal of this claim and a refund of my $200 deposit.
Business Response
Date: 06/25/2025
Good afternoon. We understand that there is a damage claim opened regarding windshield damage on your rental in *******. All damage claims are filed with the locations claim company which in this case is Rockport Auto Claims. Once the rental location hands that information to them ******** handles it. We do not receive any details of damage claims in our office as it all goes to ********. You must contact Rockport Auto Claims directly at ************ or at ****************************************************. Unfortunately these type of situations are not handled by this office.
Thank you
Initial Complaint
Date:06/17/2025
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 came to town to see my brother who had a stroke and decided to utilize my rental car benefits. My rental amount was $97.05 when I booked my rental. I was charged ******. I was confused as why I was being charged over the amount of my rental. I was also charged $300 with no explanation as to why. When I questioned why was my rental over the amount I was told it was because I didnt I havent coverage on my vehicle and was for insurance. I wanted to utilize my own rental coverage in which I have full coverage. Rental coverage on my vehicle is for if my vehicle was to be damaged my insurance company would allow me to rent a car while my vehicle is being repaired. I have been renting cars along time and have never heard of such thing. I should be allowed to use my own coverage. I do understand if I had liability coverage then I would be forced to purchase rental coverage as my insurance would only cover my vehicle but thats not the case. I had a bad experience with this rental and this was my first time utilizing your company. Representatives need proper training. Id like to be refunded as I should not have been forced to utilize a coverage I already have and wanted to utilize for my rental.
Business Response
Date: 06/18/2025
Good morning. In looking at your contract for your rental in *******. The signed rental agreement was signed for at the time of pick up for a 3 day rental. This rental agreement showed that you were acknowledging the charges and it shows the charge for the liability coverage including tax was an additional $74.57 which made your total at the time $171.62. All customers must have proof of liability and collision coverage. Did you show proof of having liability coverage? Then they charged a $300 security deposit which is a required deposit that all customers pay and then its returned at the end of the rental as long as there is no damage to the vehicle. The information regarding the security deposit can be found in the Terms and Conditions on the ACE website as well as the third-party websites such as Priceline, Car Trawler, etc.
When you returned your vehicle you did return it a little early. You returned after 2 days and 4 hours. Your rental cost was adjusted to the the time you did use the vehicle which was a few dollars lower than your original cost. At the time of return your credit card was refunded the $300 security deposit and the difference in the rate for returning early. A refund of $317.39 was credited back to your card on 6/16/25. Since it was only 2 days ago you may not have seen that yet. Sometimes it can take 3-5 business days to reflect in your account.
I have attached a copy of the signed copy of your rental agreement acknowledging the charges at pick up. A copy of your final invoice after returning the vehicle and the credit receipt showing the amount credited back to your credit card.
Thank you
Initial Complaint
Date:06/16/2025
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 through Priceline. We had to wait for 20+ minutes for the shuttle to pick us up. Several other shuttles came back and forth in that time before I and other customers were able to get to the ********************** company. Once there, the employee was nice, but I stated several times that I did not want extra coverage. I agreed for them to pay for to fill the tank as I was told it was the cheapest gas in town. The employee talked quietly and rushed through the process. All while having conversations with other employees. He told one happy birthday that walked past, then had a back and forth conversation with another employee about the name of a different employee. They also had a conversation about it they were going to a co-worker's birthday party. He also talked to a food delivery employee during my interaction. I was told I would see a charge on my card but it would drop off once I returned the car without any damages. I returned the car and expected the $200 charge to be dropped to the price of the gas used, however I was charged for the extra coverage and gas. I have spoken to the manager of the location through email, he has not responded to my follow up email. I just got off the phone with customer service and was again told they would not issue a reimbursement. I feel purposely mislead and the employees have not been helpful. I would not recommend using ACE Rental, from previous reviews it looks like this is something they do often.
Business Response
Date: 06/18/2025
Good afternoon.
In looking at your signed rental agreement for your rental in ****** I can see that you acknowledged the charges for the pre-paid fuel, the collision coverage and roadside assistance. The rental agreement has your initials and signature on it verifying the charges. I have attached a copy of that. I will send this over to upper management in ****** to review. Once I have more information I will get back to you.
Thank you
Customer Answer
Date: 06/18/2025
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.

As stated, I told the employee I did not want any extra projection several times. He verified with me that I did not. When it came time to sign, he was speaking quietly and having conversations with another employee. He told me to sign to agree to the terms of the rental, but never told me to sign for extra protection. Again, seeming intentionally misleading. This is clearly an on going issue with your company according to several other reviews left.

Regards,

***** *****
Business Response
Date: 06/23/2025
Ms. *****,
I should have more information tomorrow regarding your concerns. I will get get back with you as soon as possible.
Thank you for your patience.
Business Response
Date: 06/24/2025
I cannot find a place to click to respond regarding this customers case --- I have replied below.
BBB / ******************************** run every 15 minutes and ******** for June 7, 2025 shows no delays in pick up or drop-off. Concerning the renters other complaint of agent speaking and talking among other employees, nothing inappropriate occurred based on the renters feedback. I contacted *****************. They state that they can saw that the reservation was pre-paid through the third-party website. There were additional charges from the ACE ****** location for the Loss Damage Waiver, Roadside Assistance, and Pre-paid Fuel. These charges were added at the counter in ****** and signed for the the renter at the time of pick up, both electronically on the rental agreement via the pin pad and again in pen on the signed summery of charges. (both are attached)
The renter also signed for a charge of $366.72 at pick up which included the additional items and services plus a $200 deposit. The vehicle was returned with a half tank of fuel resulting in a final charge of $248.97.
The attached invoice provides a detailed breakdown of the charges including standard taxes and fees for renting at the ****** location. All products and services were signed for and valid during the entire rental period. The pricing and costs are correct and these charges were only disputed after the rental was returned. No refunds will apply.
Thank you
Customer Answer
Date: 06/26/2025
I contacted my bank to dispute the charge. I presented them with all communication I had between myself and ACE. *** has reached out on other reviews I have left, but they are doubling down. I do not accept their response. So many other reviews on many different sites show this is something they consistently do. I am no longer responding or putting my time into the matter. My bank has taken it over and will contact me once they have reached a conclusion with the company.
Customer Answer
Date: 06/26/2025
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 turned the matter over to my bank, they said that they would handle the matter from here, so I after this, I am no longer responding to ACE.

Regards,

***** *****
Initial Complaint
Date:06/13/2025
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 2 2025 I returned a rented car to Ace rent a car to the rental car center at the **************************** and caught a flight back to *******, ******Two days later I received a text saying that the car was turned in late and I charged an extra day usage. I called Ace customer car and they refuse to do an investigation of my claim saying that their system shows that the car was turned in late and I was charged an extra day on that bases. Im a senior citizen that is being taken advantage of and in desperate need of help getting this issue resolved.
Business Response
Date: 06/17/2025
Good day,
Thank you for contacting us regarding your charges for the Atlanta rental. Do you happen to have a copy of your flight boarding pass or flight itinerary showing that your flight was on June 2, 2025?
If you can send me any information showing your flight was on June 2, 2025 I would appreciate it. Once I receive this I will send to the *********************** and I will get back in touch with you.
Thank you
Customer Answer
Date: 06/17/2025
I have attached a picture of my flight information

Customer Answer
Date: 06/17/2025
Copy of flight information
Customer Answer
Date: 06/18/2025
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.]
I have attached a picture of my flight information

Regards,

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

Business Response
Date: 06/24/2025
Hello BBB and Ms. ********************* you for your patience. I spoke with the manager in ******* and provided the information you sent to me. The manager has refunded the extra charge of $73.00 back to your credit card yesterday 6/23/25. Please allow up to 3-5 business days for this credit to reflect in your account. I have attached a copy of the credit receipt. The date may show June 2 but it was just yesterday that it was credited. We do apologize for the inconvenience.
Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented car from Ace Rent-A-Car at the **************************************** on 4/5/25. Engine light came on several hours after I drove away from the airport. In less than 48 hours I had to drive the car back to the airport. That car was replaced with another vehicle that I returned on 4/14/25. Ace Rent-A-Car employees gave me the thumbs up as they looked each of the cars over and verbally said the cars were OK. Upon arriving home, I received an email indicating that I owe $200 for tire damage of which I am 100% in total disagreement. I immediately called Ace Rent-A-Car numerous times , but no one answered their phone. I left my name and phone number and still have not received a call back. I filed a dispute with ******** credit card services, which is the credit card I used to rent the car. ******** reached out to Ace Rent-A-Car regarding my dispute. Ace Rent-A-Car responded with a bogus, black and white photograph of only a tire (no car) indicating damage and requesting the $200. Please advise if you need additional documents for proof of my claim.
Business Response
Date: 06/11/2025
Mr. ******,
Thank you for sharing your experience. Once a charge dispute is filed with the customers credit card company, the decision for refund is based on the what the credit card company decides. Once a dispute is filed there is nothing further that the rental location will do to refund any charges. Thank you
Initial Complaint
Date:06/05/2025
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 held a reservation with Ace Rent a Car center at *** for the evening of May 6. My flight from **********, D.C., arrived late, around 9 p.m. When I got on the Ace shuttle van at 9:30, two young women on the van were worried because the Internet said it closed at 10. They called Ace and were assured that as long as they were on the van, they were OK. But when we arrived and walked into the center, the workers said they were closing. The two young women were distraught, said they'd called and were told it was OK because they were on the van. From the moment the three of us walked in, it was clear the employees wanted to go home. I led the young women go ahead of me. They rented their vehicle, with some apparent difficulty, and left. When I reached the counter, the fellow was really itching to go home -- very impatient. He asked for my insurance. When I showed him my ******************** policy on my iPhone, he said they don't take Travellers. I'm an award-winning reporter who has rented cars throughout the ************* and around the world, and my ******************** had never been rejected. I had to **** to my hotel, then then next morning **** to a different car-rental company, ****. They rented me a car quickly with no problem after accepting my Travellers policy. Imagine my shock a few weeks later when I saw that Ace had charged $71 to my credit card. They have refused to refund it -- even though they NEVER rented me a car and I had to incur additional expenses ****ing to my hotel and then to Sixt the next day. Needless to say, I will never use Ace again -- and have already started steering friends away from it.
Business Response
Date: 06/05/2025
Mr. *****,
I will do some checking on the insurance. Once I have more information I will get back with you.
Thank you, ***
Customer Answer
Date: 06/05/2025
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.

*** said he would "check on the insurance." I mentioned that my ******************** policy was rejected at the LAX Ace Rent a Car and so I was not provided a car -- but that was not my complaint. My complaint is simple: Ace charged me $71 after refusing to rent me a car. I want a refund.

Regards,

***** *****
Business Response
Date: 06/06/2025
Hello,
In looking at your reservation I can see that you picked up the vehicle on May 7 at about 1230p from ACE. I show the return was on the 15th at about 220pm. There was an additional $71.19 charge that I will be happy to look into however I need to check with you to verify if you went to Sixt or if you rented with us (ACE). Can you please send a copy of your paperwork provided by the rental car company ? First I need to confirm you rented with us and then I will look into the $71.19 charge to your card. Thank you
Customer Answer
Date: 06/10/2025
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.]
Ms. *****,

Thank you for speaking with me a short while ago. As you suggested I do, I am forwarding here the first of two Priceline emails that document the accuracy of my complaint against Ace Rent A Car at LAX Airport.

If you scroll almost to the bottom, you'll see my reservation with Ace for May 6 at 9 p.m. As I told you on the phone, two young women who were also renting from Ace were worried that Ace might close. They called Ace and were assured that as long as they made it on the Ace shuttle van, everything would be fine. The three of us took the van from LAX a short distance to Ace. We got to Ace around 9:45 p.m. From the time we walked in the door, it seemed like the couple Ace employees there were anxious to close shop and go home. Believing in "ladies go first," I let the two young women go ahead of me. They rented their vehicle, although it seemed like a complicated transaction that took longer than normal. When I got to the counter, the employee asked to see my car insurance. I carry a PDF version of the policy with the declarations page in an iPhone file. When I showed him the Travellers policy, he said Ace doesn't accept Travellers. I told him that Travellers is a major insurer and that as an award-winning journalist, I have used the same insurance to rent cars across the country and throughout the world. He still refused to rent a car to me. Upset and tired after a long travel day, his refusal forced me to take an **** to my hotel. I had to make a new car-rental reservation with a different company, which I did after arriving at my hotel. I will forward you the Priceline email showing that reservation immediately after sending this email.

This ********* entry describes my basic biographical detail, establishing that I have traveled extensively during my prominent career with a great deal of experience renting cars in dozens of U.S. and foreign locations -- without ever having had my auto insurance rejected:

******************************************(author)

Apologies for the long email. The main point: The Ace manager's most recent claim to BBB that I picked up my car from Ace on May 7 at 1 p.m. is absurd. That is when I picked up my car at ****, which my next email to you clearly shows. I will send it now.

***** (*****)

Regards,

***** *****
This email follows the one I just forwarded you. That email showed my original reservation with Ace Rent a Car, which was not honored; this email shows the replacement reservation with Sixt Rent a Car that I was forced to make after Ace did not honor my reservation.

Ace's refusal to rent to me for bogus reasons cost me additional money -- about $30 combined for an **** trip the night of May 6th from Ace to my hotel and for a second **** trip the next day from my hotel to Sixt Rent a Car, which easily honored my reservation using the exact same ******************** policy.

Thank you for your assistance, and please let me know if I can provide additional information.

***** (*****)

Business Response
Date: 06/10/2025
Mr. *****,
I see the copy of your Sixt reservation that you sent in the attachment. Do you have a copy of your invoice from Sixt by any chance that you can send to us? You would have gotten a copy of the invoice at the time you returned the vehicle.
This will assist me in looking into this.
Thank you
Customer Answer
Date: 06/11/2025
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 Rent A Car is requesting an invoice from ****, the company I rented the car from. THIS IS NOT THE PROBLEM. The problem is that Ace continues to make the FALSE CLAIM that I rented a car from them May 7-15. As I have said twice now -- but Ace has ignored -- is that Ace REFUSED to rent me a car the evening of May 6 because it REJECTED my Travellers auto insurance. I do not understand how/why *** continues to say that I rented a car from them when I did not rent a car from them because it refused to rent e a car. This is very frustrating.

Regards,

***** *****
Business Response
Date: 06/13/2025
Mr. *****,
I have information from the *********** location that a rental was picked up on May 7. I have attached the signed rental agreement and a photo that their security camera took. Please look at this information. This is why I am asking for a receipt from Sixt.
Thank you, Pat
Customer Answer
Date: 06/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The document provided by Ace Rent A Car/LAX is a forged document. It lists the DATE/TIME OUT as 05/07/2025 at 12:28 p.m. I was not at Ace on that day. As I previously stated, I arrived at Ace the night before -- shortly before their closing time of 9:30 p.m. -- after my flight arrived at *** from IAD airport in **************** I started the rental process that night -- May 6th, not May 7th -- but was refused a car because Ace rejected my ****************************** This forced me to take an **** to my motel, stay overnight, make another car reservation with Sixt/LAX, and then **** there the following day. Here is my expense log showing these steps:
5/6/25                      13.98       LAX-Geneva Motel/Inglewood        ****/Inglewood
5/6/25                   13.82       Hotel snacks                                       7-Eleven/Inglewood
5/7/25                      11.79       Geneva Motel-Sixt Car Rental         ****/Inglewood
I do not have an invoice from Sixt because I made the reservation through Priceline, as I had done with Ace. And it was part of a bundled Priceline package that included my ****************** ticket. ********* does not send receipts after travel is completed. I have previously uploaded the new Priceline reservation I had to make with **** after Ace denied me my reserved car.
It was outrageous that Ace denied me rental because it rejected ********************* one of the biggest car-insurance companies in the country -- and Sixt readily accepted my Travellers policy the next day. It was more outrageous that Ace charged me for a car it had refused to rent to me after rejecting my insurance. Now it is illegal that *** has produced a forged document with a date for TIME OUT when I was not at its LAX facility at all.
As a result, I will now report Ace to the **********************************
Regards,

***** *****
Initial Complaint
Date:06/03/2025
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.
My partner and I rented a car from Ace Rent a Car at ********************* Airport in May 2024 for a trip to *****************. When picking up the vehicle, the *** representative offered us the option to return the car without refueling, stating we would be charged $2.80 per gallon for any missing fuel. Based on that clear verbal quote, we agreed.Upon returning the car with approximately half a tank of gas, we were shocked to discover a $132.99 fuel charge on our final bill. This charge equates to more than $19 per gallon, more than six times what we were told. There was no mention of a flat fee or minimum charge, and we would not have agreed to this option had we been told the true cost.We attempted to dispute the charge through our credit card provider (****************), but they denied the refund request due to language in the rental agreement allowing for final audits by the merchant. However, this does not excuse the misleading pricing we were verbally given at the counter.This practice appears to be a classic bait-and-switch tactic: offering a low per-gallon price to get customer agreement, only to apply a much higher charge later with little to no explanation.I am requesting that Ace Rent a Car refund the overage, beyond what a reasonable per-gallon charge would beapproximately $20, not $132.99. I will be contacting ***'s customer service as well.
Business Response
Date: 06/04/2025
Hello Mr. ******************* you for sharing your concerns regarding the fuel charge in *******. In your information you sent to the BBB it says you rented in May of 2024. I just want to make sure you are speaking of your rental of May of 2025. If so I wanted to ask if you happened to take a photo of the dash/gas gauge showing you returned it with a half tank? If so can you please send me a copy of that photo? Once I hear back from you I will have to request some information from the locations itself then I will respond.
Please let me know. Thank you, Pat
Initial Complaint
Date:05/30/2025
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 car thru a third party app and when I picked the car up I told the attendant I was opting to decline the insurance coverage since my credit card covers car rental liability coverage. The attendant said I had to have a credit check ran due to declining coverage. I was then told to sign my initials to decline insurance coverage. The total price was more than what I was expecting but was told that price included the deposit that would be returned once the car is returned. I then called corporate to get an invoice or receipt and was told one would not be available until the car is returned but when I asked to go over the charges I was told there was a charge for liability insurance which I declined to accept. Now Im being told I accepted the price that included the liability insurance which is a lie and they refuse to refund me the ****** I rent cars often and ALWAYS decline the insurance offered by the rental company. This company should be shut down for the fraudulent activity they partake in.
Business Response
Date: 06/02/2025
Hello *************** you for sharing your concerns with us regarding your rental at JFK. The policy for the rental location is that all customers must provide proof of having full coverage insurance at the rental counter which includes liability and collision coverage. The coverage that customers can purchase through the third-party website such as Priceline only covers collision coverage. It does not cover liability. So in order to rent at *** you must show proof of liability at the rental counter or be charged for it. The ACE Terms and Conditions state the following - "Renters must have a valid drivers license, major credit card in their name, and proof of full coverage insurance. If the customer does not have proof of insurance (Declarations Page), coverage must be purchased at the counter." I have a copy of the signed rental agreement that you were provided a copy of before leaving with the vehicle.
I do not know what company ********* uses for their coverage however it is also in their Terms and Conditions that it does not include liability coverage. I have checked it in the past for another customer.
The insurance was signed for at the time of pick up. We regret to advise you that no refunds can be processed for the liability coverage.
Thank you, Pat
Customer Answer
Date: 06/02/2025
I was never provided with an agreement when I received the car. Thats is the problem! The attendant fraudulently does not advise or confirm that I am purchasing liability and he literally said I was signing to decline the coverage. Again the contract was not shown legibly on the screen and I was not provided with any receipts or invoice until the car was returned. Please refund 209.00

Customer Answer
Date: 06/03/2025
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.]
I was never provided with an agreement when I received the car. Thats is the problem! The attendant fraudulently does not advise or confirm that I am purchasing liability and he literally said I was signing to decline the coverage. Again the contract was not shown legibly on the screen and I was not provided with any receipts or invoice until the car was returned. Please refund 209.00

Regards,

****** ****

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