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:03/22/2024

  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.

  Rented a vehicle for $398.97. At time of pickup, I was told they could not use my full coverage insurance that I had in my hand and that I must purchase their insurance which does not match the agreement, I was also given the option to use the plate pass and was promised we would only be charged what we used (2 tolls) but was charged significantly more with no proof of actually tolls used, charges for sales tax and access fee were charged at a higher rate and we were charged $100 for a daily extension adjustment which was also not authorized. The vehicle was both checked out later then the reservation as well as brought back earlier then expected. When I questioned the higher price at checkout the staff told me my deposit was included in that total and would be refunded to me. We were then charged an additional $500 at drop off before it had even been inspected or we left the lot with no explanation or receipt. We are not local renters which according to your agreement is the only time we should see a $500 charge. Inspection of the vehicle was refused by staff at both the pickup and drop off.

  Business Response

  Date: 03/26/2024

  Hello *****,

  Thank you for taking the time to reach out regarding your recent rental in *******. The vehicle was inspected at the return section of the location in which damage to the driver side door was discovered. This has initiated a damage claim through Rockport Auto Claims. The customer needs to resolve this with Rockport Auto Claim and/or his insurance. You can take any supporting documentation to them and they can investigate the claim and look for ways to resolve it. Once a claim is submitted, we cannot resolve it ourselves. It must be resolved through Rockport. The $500 deposit is only held until such time as Rockport notifies us that there is a resolution. Once we are notified the claim has been settled or dissolved, we will be notified and the $500 deposit will be refunded to them. The *** was agreed for and signed for. This creates a problem as the vehicle was covered during the duration of the rental. If you wished to speak to a manager or have it removed, we could have accommodated you while the contract was still open. The All Inclusive Toll Package is a gamechanger for all of our customers. There are over 745 toll roads throughout *******. We never tell people that they only pay for the toll. If this was the case, we would take a loss with toll invoice handling and fees to pay, send payment, etc. Our for profit would be losing money every time a customer went through a toll. The toll pass was used for 17 tolls. Regarding the Daily Extension Rate you can see that the charge was created and adjusted off the same day you rented. you were never charged that fee. 6.Sales tax and airport access fees are in coordination with the Rental Agreement/contract and cannot be adjusted or removed. No refund or compensation will be awarded for your case. 

  Thank you!

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have reached out to Rockport Auto and am in discussions with them. The accused damages to the drivers side door are not caused by my rental of the vehicle and find it extremely suspect that the charge to my credit card for the additional $500, due to the supposed damages,was completed within 4 minutes of letting the office know that I had brought the vehicle back, while my wife and children were still removing their things from the vehicle. Furthermore and as I explained numerous times below, when I dropped the car off, no one was outside to check us in. I went into the main office and requested a return inspection and was refused by one of the agents and was stated that they didnt have time to inspect the vehicle with me and leave the keys on the seat. Very suspect that they had time to immediately accuse me of damage and send me the bill which included the $500 while I was sitting on the shuttle in the lot with the vehicle still in sight, which had not been looked over by any employees.  Any damage on the vehicle was preexisting and I will not be taking care of this for you in some sort of scam to your customers. 
  The SLI coverage was included and signed for because I was lied to by the check in agent and told it was an ACE requirement and that I would not be able to leave the lot with the rental vehicle without it! I showed proof of full coverage insurance to the agent and yet was still charged for and required to get ACEs SLI insurance! You indicated below that I could have talked to a Manager to refute this charge but mind you, I tried with that agent, it was 1:30 in the morning and my wife and 3 small children were waiting back at the airport for me to get the rental car. I trusted the agent was not lying to me and being unethical and trusted that the requirement for SLI was truly needed or that it would be removed, since the insurance requirements are called out differently in the agreement. Seems this agent has not been properly trained on both the insurance and plate pass requirements which I should not be paying the price for. (or has been very well trained if you are committing fraud) Regardless, I carried my own personal full coverage insurance at all times during rental per the terms and conditions and those fees need to be refunded to me.
  Base on your information below with regards to the Plate Pass, unfortunately your employee did tell me that I would only be charged for the actual tolls used. As aforementioned, this is obviously a training issue, if that is incorrect. Thank you for providing the toll list although it is missing the charges. I am agreeable to pay the $71.94.
  The daily extension rate was listed on the payable section of the agreement and Im confused.. why, if it wasn't charged. However,I can see it not included in the total. 
  Sales tax and airport access fee are the correct % per the contract but not the correct value (unless you have more hidden and fraudulent fees you are not disclosing). No matter the variation of the numbers disclosed and used, it does not equal the amounts that are listed of $35.77 & $61.13.  If the plate pass is included in the calculations, the airport access fee should be corrected to reflect $39.81 at *****% and sales tax at 6.5% is $23.29. If the plate pass is not included in that % then it should be lowered even further. 
  The bill, charges, service and claim I have received for this rental are fraudulent, manipulative and unethical and obviously some sort of scam. I now see that I am only one of many that have reported these same issues against this ******* location. I rent A LOT of vehicles in my travels and have NEVER run into a rental car business being run in this manner and pulling c*** like this and I will never rent from you again. Nor should anyone else.  
  
  Refund issued to my card for the unnecessary insurance, damage claim deposit and airport and sales tax adjustments are expected. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/27/2024

  Hello Team,

  The customer has been instructed both with us personally and here that no refund will be awarded for any charges as there is an active damage claim and everything needs to be handled through Rockport Auto Claims directly. Please close this case as there is nothing we are able to do on our end. 

  Thank you 

  Business Response

  Date: 03/28/2024

  The customer has been instructed both with us personally and here that no refund will be awarded for any charges as there is an active damage claim and everything needs to be handled through Rockport Auto Claims directly. Please close this case as there is nothing we are able to do on our end. 

  Thank you 

  Customer Answer

  Date: 04/01/2024

  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. 
  
  ACE Rent A Car has not addressed any of the issues with my complaint and to date, has never returned any of my voicemails or emails directly. Since the onset of this issue, I have tried to reach *************************** (*************************** - General Manager) by email and over the phone but despite several attempts, have never heard back. The supposed damages to the vehicle that I have been accused of, have been transferred to Rockport Auto but little to no information can be provided to me from either party as of today. 

  I have and continue to stand firm on the stance that the damages to the vehicle were not caused by me and demand the charges be returned to me and the claim be removed immediately. Additionally, the other charges on the rental that are not per the Terms and Conditions have still not been returned to me and no one has reached out to discuss or resolve these any further. 

  ACE Rent A Car has done nothing to resolve the issue I have made in the complaint and continues to act unethically and in bad faith.  

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

  
  

• Initial Complaint

  Date:03/18/2024

  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 booked and paid for a full size car from Ace rental car company. The gave me a mid-size car and refused to discount the car causing me to adjust my entire weekend having to use a smaller car. *** made a complaint and the employees and regional manager was very rude and disrespectful and would not listen. I was in ************ ** the entire weekend and they mentioned their tracker system showed i was in ******* **. That was incorrect. When I attempted to explain the cut me off began to disrespect me yell and not listen. They also took my $500 Deposit. This has been very stressful trying to resolve this issue

  Business Response

  Date: 03/19/2024

  Hello *****,

  Thank you for taking the time to write to us regarding your recent rental with ACE. Reviewing your account I do show that the location did apply a discount for the downgrade of the vehicle. However, proof has been provided that during your rental time and with the vehicle you had that you were in *******. No refund will be awarded for the deposit amount of $500. 

  Thank you

• Initial Complaint

  Date:03/18/2024

  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.

  I PLAN TO SUE ********************** COMPANY. THIS COMPANY HAS BEEN SUED IN THE PASSED FOR THE SAME FRAUDULENT ACTIVITY THAT PEOPLE ARE REPORTING. THEY ACCUSE CUSTOMERS OF FAKE DAMAGE, TRYING TO KEEP THEIR DEPOSIT, HOPING YOU WILL FORGET. They charged my credit card over ***** dollars for a rental car that I made reservations for a month for 854 dollars. The day before I returned it, that charge was posted to my account. For the damage, I was told I would receive an update within ten days, and I claimed with Amex first, not trusting them. Amex claims department can't get in touch with anyone, and when I call, the hang up without giving information. STILL KEEPING MY $500 deposit

  Business Response

  Date: 03/19/2024

  Hello *******,

  Thank you for taking the time to write to us regarding your recent rental with ACE. I have been unable to locate your rental from the information provided. Regarding damage claims unfortunately, once the claim is opened there is nothing further we are able to do and it will need to be handled through the claims department directly. Claims can take up to 2 weeks to be processed initially and someone will reach out to you.

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

  IT'S BEEN MORE THAN TWO WEEKS AND I NOR AMEX CLAIMS DEPARTMENT HAVE BEEN IN CONTACT WITH ANYONE BUT YET YOU HAVE MY MONEY. IF YOU WERE INTERESTED WITH HELPING YOU WOULD HAVE ASKED FOR MY CONTACT INFORMATION AND RESERVATION NUMBER TO HELP. THIS COMPANY IS FRAUD!!

  RA # ***-29623

   

  
  

  Business Response

  Date: 03/19/2024

  Hello *******,

  I appreciate the feedback however I do show that the $500 was applied to the cost of the claim. With damage claims, the deposit is either elected to be applied to the damage claim amount or refunded. This is chosen by the claims department and your insurance. I do show that the claim has been opened but I have no further information and you will need to contact Rockport Auto Claims at ************. 

  Thank you

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  First of these is fraud. My $500 was never supposed to go toward the damage, and I never said I was ok with that. I have a recording of the entire interaction. The employee told me he would file a claim with my insurance company, and I would hear something back within ten days. I am so happy I recorded everything for when I *** this company. Trying to keep my money.
  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:03/15/2024

  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 on March 6, 2024 prepaid through Priceline. I get to desk and give card to hold for deposit and did the pre-paid gas so he said that would be $*****. They charged my debit card $ ***** and my Mastercard "that was given to hold car rental" $ ***** and took another $***** out of my $ ****** deposit when the car was returned all for gas. I know things are bigger in ***** but Wow that's a lot for gas. So, I called on 03/11/2024 and was told a supervisor would look into it and credit my account. Supervisor said it was a mixed up since first car they gave use did not work and when they switched to a new car our agreement was messed up??? I finally today see a credit for $ ***** and one of the $ ***** on my Mastercard but also today I see another debit of now $ *****. This is crazy I should not have to keep calling this company to see what all these fees are. They need to be upfront. I have rented several cars from various places in the last few years and never had such a problem. Poor business practices. This is the Last time I will use Ace and I will for sure spread the word to beware HIDDEN FEES WILL APPLY!!!!!!

  Business Response

  Date: 03/18/2024

  Hello ********,

  Thank you for taking the time to inform us of the charges you had during your recent rental in ******. Reviewing your account, the charge for $90.20 was for tolls. I have provided the invoice for this charge to you. 

  Thank you!

  ACE Customer Care

  Customer Answer

  Date: 03/18/2024

  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 tolls were $ ***** and you charged a lot more than that.  ****** learned do not use ACE rental car they chaged fees for everything. thanks 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:03/14/2024

  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.

  My name is *************************** I rented a vehicle from *** car rental in ***** agreement #MIA169670 thru Priceline from 02/15/2024 to 02/18/2024 I was charged a $200 deposit this was never refunded I just contacted the *** office in ***** she claims that since there was a damage to the vhicle at return thats why *** keeps the deposit.*** collected the full damage fee from my insurance GEICO around $2,500 kindly please refund me the $200 deposit thanks

  Business Response

  Date: 03/18/2024

  Hello ******,

  Thank you for reaching out regarding the deposit hold due to the damage claim. I have reviewed your account and the damage claim has not been finalized so the deposit is unable to be released at this time. Once the claim is finalized, the deposit will be returned. 

  Thank you!

  ACE Customer Care

• Initial Complaint

  Date:03/14/2024

  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.

  When asked if I'd like to add the full/basic insurance coverage (POI). I advised I had my own Allstate POI & was informed that *** no longer accepts Allstate, so I would need to add POI. Rep stated that if I wanted to leave with the vehicle I'd need to either 1) add a POI plan or 2) call Allstate to have them confirm my policy can transfer.Due to it being 12:30a EST, Allstate was closed. The rep stated my only option is to add full POI. I then asked if I could add 1 day of coverage & return to the location the next morning to have Allstate verify, but was told I'd need to cover the entire *********** are nonrefundable. At this point, I knew that I would not be leaving with the vehicle, asked if I could get the policy in writing & was shown the print out located on the desk stating that POI is needed but not specifying Allstate as unacceptable.I then asked if I could record what the rep was advising, as proof of what was being discussed. At this point, the rep stated that "it is illegal to record someone without their consent in ********** & could lead to a refusal of service. And that's what I'm going to do, I'm going to refuse to release the vehicle to you. Goodbye! Have a good day!" When asked how I refused service, I was told that I refused to cooperate with company policy, so service was being denied & I would not be getting a refund.I stepped outside to call Ace customer service, & was told that my policy should be acceptable, but since the booking was made with Priceline, there was nothing that Ace could do. After this, I went inside to ask for the names of the 3 reps working the desk (as reference) & was told "I'm not giving you sh*t!"I ended up booking a different rental (an extra $230), missed my dinner reservation, & had to pay to Uber to the next location. ****** took almost 3 hrs.I confirmed via chat that there is no reason why my coverage should not have been accepted & there is no block on using Allstate as personal coverage.

  Business Response

  Date: 03/18/2024

  Hello *******,

  Thank you for taking the time to write to us regarding your recent rental experience with our ** office. Upon review, no proof of full coverage insurance was provided at the time of pick up and when asked you began filming and denied purchasing the insurance at the counter. Allstate insurance is accepted however if it is not valid or does not have the coverage needed then you would need to purchase at the counter. 

  Thank you!

  Customer Answer

  Date: 03/18/2024

  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 contacted by ***** in the *************************** via email at *************************************, and have provided valid proof of coverage, requested receipts, and proof of previously added fraudulent insurance charges being refunded after submitting a complaint & proof of valid coverage. Please note that while the insurance covers the liability requirements, the credit card used ************ Venture) provides collision coverage, which complies with ***'s proof of insurance policy. 
  
  Please also note that this is NOT the first time that an Ace representative has tried to illegally charge me for insurance coverage, as I previously had to submit a complaint on the ********* location for an agent adding insurance to my reservation AFTER verifying that I did have coverage (which is the same exact insurance policy that I tried using on 3/9/24 in ***********). Luckily that complaint led to me being refunded $129, after having the audio pulled from the counter at the time of completing the reservation at the desk. See LASAP-****** booked on 4/19/23 for reference.
  
  Regarding your reply to my initial correspondence, please note that I previously stated that the agent completely REFUSED to even look at the policy after stating that your company does not accept the company. He completely declined to look at the policy information on my insurance card, which can be verified using your audio/video surveillance. I did not record/video anything, I simply asked IF I could video the agent advising me of your companies policy, so that I would have it for reference when I submitted my complaint and would have proof that a company representative was intentionally misadvising a customer in an attempt to illegally overcharge a sale; at which point, I was told that I was breaking the law and would no longer be assisted (despite me asking if it would be okay for me to record since the agent could not provide written confirmation of what he was verbally providing).
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 03/19/2024

  Hello Team,

  This review has been closed on our end and the customer will not let it drop as they were in the wrong. After review the notes were added thata COSTUMER DIDNT HAVE PROOF OF INS TO PROVIDE COSTUMER WAS RECORDING IN LOBBY COSTUMER DIDNT AHVE FULL COVERAGE COSTUMER WAS NON AUTO OEWNER INS WHICH WAS EXPIRED AND THE HE PURCHASED AGAIN. 

  The customer did not show proof of personal insurance that was full coverage and the coverage he did have was expired. The customer did not want to purchase the insurance at the counter either and began filming against the agents wishes. 

  Please resolve this case. 

• 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: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.

  HNV15384057 I have a white ******** Voyager minivan that had 3/4ths of a tank of gas when I picked it up last Sunday. The paperwork in the ********* a full tank. I didnt see this until I filled the tank last Friday. It was very dark in the parking garage. The tank will be full or near full when I return the van off tomorrow. I do not want to be charged for not having a full tank as it had 3/4 of a tank when I arrived and left ***/ACE. 19 gallon tank with gas at $3.75/gallon; 5 gallons would be $18.75. A check or a credit to my card in the amount of $18.75 would be appreciated.

  Business Response

  Date: 03/14/2024

  Hello *****,

  Thank you for reaching out regarding the fuel level concern for charge. I show that there were no extra charges to you for your rental, only what was prepaid. I hope you will allow ACE to assist you again in the future. 

  Thank you

  Customer Answer

  Date: 03/15/2024

  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. 
  
  I left / returned the rental vehicle with 5-6 more gallons of gas than I picked it up with. I should be compensated/ reimbursed for 6 gallons of gas at around $3.80/ gallon.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 03/18/2024

  Hello *****,

  While I understand the frustration with the fuel, our policy is clearly stated that fuel is like for like. No compensation will be awarded as you decided to put more fuel in than what you received it with. 

  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. 
  
  What a great way to cheat a now one time customer. 
  
  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,
  
  *************************