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

• 

  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:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/12/2024

  Hello ********,

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

  Thank you 

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/04/2024

  Hello ****,

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

  Thank you

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

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

  Regards,

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

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/04/2024

  Hello ******,

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

  Thank you

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  My frustration with this company was the lack of ability to address and immediately reconcile a minor dispute because (it appears) the customer service function was outsourced to an entity that has limited ability to address customer concerns. The company (once notified) rectified the issue in a timely manner and returned the funds in question rather quickly. This all could be avoided by allowing more leeway to the outsourced agencies in the future.

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

  Regards,

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

• Initial Complaint

  Date:02/19/2024

  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.

  Falsely Advertised VIA Expedia.com website my attached rental $ ****** total booking included that indicated $ ******* Mexican Liability Coverage would be at that time of booking; then the local rental agent demanded upon my arrival at their office I them pay an additional $ ****** USD to rent the vehicle I previously booked through expedia.com. Of coarse I refused to do so and requested the *** Staff promptly return ******* wife to the airport , fortunately there after I was success in renting a similar vehicle from Hertz for a total of $ ****** ( which also included everything - $ ******* ******************** Damage Coverage . Taxes ******** ).My primary goal is to help other Travelers avoid being caught up in this kind of highly unethical business practices ; by making Expedia.com and *** Car Rental Services senior management team aware of these kind of bad business practices .So that they may take whatever appropriate action they deem necessary to protect future customers . Can I trust Expedia.com or *** Car Rental to correct this kind of unethical practice ? If not then please kindly explain to me why I should ever consider using either of these firm's online booking services going forward.Respectfully ******************************

  Customer Answer

  Date: 02/20/2024

  I simply want ACE Car Rental corporate office management team to assure both Expedia.com and myself they will assure us that the ********* rental office staff will fully honor customers booking agreement when the Expedia.com website advertises that the required Mexican Auto Liability coverage is included within the pricing of the initial online booking. To Do Otherwise means Ace and/or Expedia.com appears to be knowing engaging in an ongoing practice of falsely advertising Mexican liability in included at the time customers complete an online booking but upon arrival at the designated Ace Rental Car agents office be refused to honor that booking and thereafter demand the customer pay an addition fee for such require liability coverage.

  Customer Answer

  Date: 02/20/2024

  I simply want ACE Car Rental corporate office management team to assure both Expedia.com and myself they will assure us that the ********* rental office staff will fully honor customers booking agreement when the Expedia.com website advertises that the required Mexican Auto Liability coverage is included within the pricing of the initial online booking. To Do Otherwise means Ace and/or Expedia.com appears to be knowing engaging in an ongoing practice of falsely advertising Mexican liability in included at the time customers complete an online booking but upon arrival at the designated Ace Rental Car agents office be refused to honor that booking and thereafter demand the customer pay an addition fee for such require liability coverage.

  Customer Answer

  Date: 02/20/2024

  I simply want ACE Car Rental corporate office management team to assure both Expedia.com and myself they will assure us that the ********* rental office staff will fully honor customers booking agreement when the Expedia.com website advertises that the required Mexican Auto Liability coverage is included within the pricing of the initial online booking. To Do Otherwise means Ace and/or Expedia.com appears to be knowing engaging in an ongoing practice of falsely advertising Mexican liability in included at the time customers complete an online booking but upon arrival at the designated Ace Rental Car agents office be refused to honor that booking and thereafter demand the customer pay an addition fee for such require liability coverage.

  Business Response

  Date: 02/21/2024

  Hello *****,

  Thank you for taking the time to inform us of the recent rental experience you had in *********. Your rental did have liability insurance however ACE also requires collision insurance which is what the additional cost was for. I hope you will allow ACE to assist you again in the future.

  Thank you

  Customer Answer

  Date: 02/22/2024

  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 note per the attached PAYMENT RECIEPT & Expedia.com Itinerancy & Collision Damage Protection Policy I had already purchased the Collision coverage online via the Expedia website . You are correct in stating that the $ ******* MXN (******* *************************** was included in the price quote . The problem is when I arrive at the Local ( COBO) ACE Agent Staff & ************** they refused to provide me with a vehicle ; as they claimed that the liability coverage was not included in my Expedia Booking.

  Therefore their manager demanded that I pay them an additional fee of $ ****** USD , otherwise he would not  with an ACE rental car.

  So, I went to Hertz Car Rental at the **** airport and rented a similar vehicle from Hertz for a total 5 day rental fee of $ ****** USD ; which also included the liability & collision coverage , all taxes & fees , unlimited milage , fill tank of gas , ect.

  It appears the local COB Ace rental manager is engaging in very unethical business practices .

  This appears is simply be a bait & switch scheme - meaning customers are baited to book online vai Expedia.com with very low online pricing quotes which include liability insurance & upon a customers arrival at the local COB Ace rental managers office their staff then demands that the customer pay their agency a very high additional fee for lability ; otherwise customer are denied they the vehicle they previously booked via Expedia.com with ACE rental car.

  FYI I will never rent another car from ACE Car Rental or recommend anyone I know should ACE's corporate management team not take appropriate action by demanding that COB Ace rental managers office immediately correct this kind of problem going forward ( meaning promptly cease & desist from engaging in such unethical business practices ) . 
  

  Respectfully *************************** 

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/19/2024

  Hello *****,

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

  Thank you

• Initial Complaint

  Date:02/11/2024

  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.

  Rented a car from this provider last November (2023). Upon pickup, an employee insisted the extra insurance was mandatory, despite me saying I do not want it. I went back and forth for about ***************************************************** as well as personal insurance through GEICO, which I showed them. With a line of waiting people behind me, they continued to tell me that I cannot proceed without it, even though I had rented through other agencies without the extra insurance before. I strongly believe this company is targeting the younger customers on their lack of ************ laws. I finally paid for the insurance, because they told me I would have to get back in the line (1 hour wait at least) just to rethink the insurance. I do not understand the scam they are trying to pull here, or what incentives they get for upselling. I reached out to their customer support, I was answered promptly and then they went ghost after 1 message back. I continue to email in with no responses. How can I not get a hold of any one to talk to about this? How is this legal. (The insurance charge was only ~ $150 of the 306.** total)

  Business Response

  Date: 02/13/2024

  Hello ****,

  Thank you for taking the time to inform us of your recent rental experience in *********. Reviewing your account, no proof of personal insurance was provided as well as the rental agreement was signed accepting the charge for loss damage waiver. With this information and as a chargeback has been processed, no refund will be awarded for the coverage that was purchased. 

  Thank you

• Initial Complaint

  Date:02/10/2024

  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.

  Rented a car from ***** airport location on 1/22/24 returned on 1/27/24 in the same exact condition. The same female attendant carefully inspected vehicle on return and issued a return receipt and a closed rental agreement receipt with no damage noted, no damage deposit was retained.On 1/31/24 I get an email from Rockport Claims stating that I owe them over $1500 for damage of rear bumper. They did not include original return receipt or original closed rental agreement receipt, but attached a new closed agreement now showing damage deposit charged. Also included were undated photos of purported damage, an estimate allegedly done on 1/29/24 remotely by someone in Miami area with plenty of incorrect information and, most importantly, a forged accident report with a note saying that I refused to sign it. This is a scam. Ace customer service refused to deal with this. Rockport also refused even after I provided to them the original documents that *** never sent. Ace CEO office also never responded. The claim was sent to my insurance company that will be investigating this matter with possible referral to appropriate authorities. All documents are available on request.

  Business Response

  Date: 02/12/2024

  Hello ******,

  While I do understand the frustration with the charges and the damage claim, once a claim is opened there is nothing we are able to do on our end. You and your insurance provider will need to dispute the charges through Rockport Auto Claims directly. Regarding the $200 charge, this will be returned to you upon completion of the claim. Estimates are done by Rockport and the dealership for the cost to repair the damages.

  Thank you

  Customer Answer

  Date: 02/12/2024

  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. 
  
  In my original complaint I accused Ace Rent a Car of unfair and deceptive business practice by claiming damages to rental vehicle after accepting that vehicle with no damage notice.

  I also accused *** and not their claims processor of not supplying initial receipts to Rockport Claims and falsification of closed rental agreement after closing it and falsifying  so-called  accident report and other documents in order to justify the claim.

  Ace never addressed those complaints.

  Regards,

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

  
  

  Business Response

  Date: 02/13/2024

  Hello ******,

  Provided is the signed return slip showing damage done to the vehicle. This was done at the time you returned the vehicle not after the fact. As stated, nothing further can be done on our end and will need to be handled through Rockport and your insurance provider. 

  Thank you 

  Customer Answer

  Date: 02/14/2024

  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. 
  
  Im including receipt and a closed rental agreement provided upon return and inspection. No damage is stated and no damage deposit is charged. These were not sent to Rockport Auto Claims by Ace since they confirm no damage on the vehicle.

  The slip you provided by you is not signed by me and was never presented to me for signature at the time of inspection. All documentsprovided by *** are falsifications created after the fact. This is easily proven. 

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

  
  

  Business Response

  Date: 02/19/2024

  Hello,
  
  We have submitted this case as closed to the customer, but they will not allow it to be resolved. Unfortunately, there is nothing else we can do regarding this case, but the customer is not accepting this resolution. Let me know if there is anything that can be done to ensure this case stays closed.

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/06/2024

  Hello *********,

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

  Thank you

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/06/2024

  Hello Song,

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

  Thank you

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

   

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

  Regards,

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

• Initial Complaint

  Date:02/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/05/2024

  Hello ******,

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

  Thank you

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The agreement was vaguely verbally communicated to me while I was initialization and signing my name. It was explained that the total of $485 was just "a hold" on my account and that it would be adjusted upon return. I did not use $48 in gas. I did not use $39 in tolls and all those fees were not disclosed. 

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

  
  

  Customer Answer

  Date: 02/05/2024

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

  Business Response

  Date: 02/05/2024

  Hello ******,

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

  Thank you

  Customer Answer

  Date: 02/05/2024

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

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear...

   

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

   

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

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