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:05/31/2023

  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 Saturday, May 13, 2023. I paid the total of $105.04 for a Car Rental with the company Ace, it was a Kia *** or similar car, to be Pick-up at the ***** airport Sat, May 13, 9:45 AM and drop on the same location on Mon, May 15, 8:00 PM. I went to the airport to ***'s counter to do all the rest of the paperwork and pick up the car, I get asked for my driver's license, show them a bill that will prove that my address matches with the driver's license and my car insurance. I provided all this data. The employee that was helping me, told me that they could not give me a car, as the insurance that I have was not fulfilling all the things that they needed. I asked them to please sell me the daily insurance, but he said that he could not do that, and that I needed to cancel my reservation on ****** app, and they will return the money right away, and to please go to a bigger company as Enterprise or Alamo, as they would be able to rent me the car without any problem. I proceed to cancel the reservation with ******, and we went back and forward with questions from them, and me explaining them what occurred, I even send them my car insurance, but this was their final answer:Hi ****,Thanks for reaching out??I hope this email finds you well.Based on the rental conditions provided by the car rental company, your booking is non-refundable. Given the circumstances, I tried with *** to see if theyd consider making a one-time exception. But according to the rules, it's non-refundable. Please note that any refunds are at the discretion of the supplier and are not guaranteed.Feel free to reach out if you have any further questions and we will be happy to help.Regards,DevashishV.****** Support Confirmation order ******: HPV14285111 ****** claim locator: Locator: 3PQHOD

  Business Response

  Date: 06/02/2023

  Hello, 
  
  Thank you for reaching out. I have reviewed your case and see that you prepaid through ******. Any form of refund would have to be provided from their end. Since full coverage insurance was not purchased at the time of pick up the rental was denied from the notes we have. As far as the documentation we have shows you booked a prepaid non refundable booking. The final say of the refund would have to come from ******. 
  
  Kind regards,
  
  ACE Customer Care
  

  Customer Answer

  Date: 06/05/2023

  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. 
  
  Thank you. I will be reporting your office to the ******* ************************** The reservation was made within less than an hour of arriving and I was told by the person at the counter when I arrived to pick up the car that I was refused for being a ******* resident, not for failure to purchase insurance. You have taken my money and refused to deliver the promised service, which is fraud. 

  You can place the blame on ****** for this situation, but it actually was your employee who failed to give me the full information and refused ********** the car. 

  I look forward to seeing your response through the ************************ of consumer affairs.
  
  Regards,
  
  **** **************************************
  

• Initial Complaint

  Date:05/19/2023

  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.

  On March 3, 2023 I rented a car from Ace rent-a-car through my employee benefits hub ************. The car was rented and paid in full at $****** including damage coverage for 33 dollars. The duration was from 4/14-4/16. I have rented cars several times through my employee hub and never had any issues or incurred any additional charges. When I picked up the vehicle I was charged an additional 60 dollars because the car I reserved was not ready, I was also forced to pay an additional 50 for liability insurance because they did not accept the damage insurance I had already purchased. None of these charges are justifiable as they are all out of my control and was not explained prior to my booking. I was also charged an additional 25 per day for going out of state which was again not explained on ************* website or in any receipt information I received after booking. This trip was planned well in advanced and I would not have booked with ACE if there was any indications additional charges would incur for leaving the state. I was also charged a surplus of other charges that are not clearly defined or justified totaling ****** in addition to the ****** I have already paid. I am demanding all of the ****** returned to me. I budgeted and plan for this trip and paid for my rental in full there is no justification for the additional charges.

  Business Response

  Date: 05/26/2023

  ******,
  
  Can you please provide your ACE confirmation number starting with three letters followed by seven to eight numbers? I'd be happy to look into this further when i receive the additional information. 
  
  Thank you,
  
  ACE *************

  Customer Answer

  Date: 05/30/2023

  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 is choosing to ask for additional information (confirmation: CDV13963414) that was already provided and attached in my original complaint. The option provided only allows me to accept or reject the response rather than just responding with the information so I have rejected for that reason.
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 06/05/2023

  Hi,
  
  Thank you for your patience. After reviewing you invoice you were never charged for a collision damage waiver and that was honored for your rental. ******************* is a separate policy and is mandatory to have for renters alongside collision insurance. I show that the upgrade was signed and accepted for in your rental contract when you picked the vehicle up.  I show your reservation being booked and prepaid through Cartrawler which lists the restrictions prior to booking in our mutual terms and conditions. The restrictions are also under our locations tab  on our website. Unfortunately, we would not be able to provide a refund for the charges.

  
  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/12/2023

  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 2 May 2023, my family and I arrived to **********, ** airport to pick up a rental car we had booked through a 3rd party (priceline.com). The rental car place is advertised as being in the airport, however it is not and this is not conveyed when booking through a 3rd party. After taking the shuttle we arrived to the rental car location, an old run down building where the rafters are showing and employees are not dressed to represent the company, instead in leggings, regular shirt, and house slippers. We were the 3rd customer in line and it took over an hour to get our rental car. The rental car provided was a compact car (kia ****** I asked the employee if this is what they consider a full size car and she said no. I told her I paid for a full size car and in a nasty tone she said "I don't have any". We knew it would take longer to try and resolve on the spot so we took the car knowing we were going to call the headquarters. When we went to return the car on 10 May 2023 at **** when they were supposed to be open, the business was not open. Instead we found an employee trying to put in a code in the back door but could not get in the building. After waiting 15 minutes we asked if we could turn the rental car into her and get the shuttle to the airport to catch out **** flight. We were told we could not get a shuttle because the keys to the shuttle were locked in the building and there were no other workers. We were instructed to drive around the corner and drop off the car at a park and ride and the park and and ride would give ** a shuttle to the airport. The park and ride told ** there was a $10.00 fee, a fee we were not told by the rental car place. Overall the business should not be in operation with the appearance (not sure how it passes code), rude attitude of employee and dress code, and overall experiences with complaints online from several other customers. I have not received my final bill, even after contacting the headquarters or been given a refund.

  Business Response

  Date: 05/19/2023

  Hi ********, 

  Thank you for reaching out. We have received your complaint and have opened a ticket on your behalf to investigate this further. You should have received an email from us asking for additional information. Please respond at your earliest convenience. 

  
  Kind regards,

  
  ACE Customer Care

• Initial Complaint

  Date:05/09/2023

  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.

  Please see enclosed PDF report about the ordeal i had with Ace Rent A Car in ****** ********.

  Business Response

  Date: 05/11/2023

  Hello,

  
  Thank you for reaching out to us through the BBB. I will make sure that your case is escalated to the management team of the rental location. Since the reservation was back in February we are not able to do anything further with this.  The upgrade charge is a valid charge. This was put in your contract and signed and accepted for on your end. There  will be no refund for this rental.

   

  Kind regards,

  
  ACE Customer Care

  Customer Answer

  Date: 05/17/2023

  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 employees knowingly upcharges me as well as others for a car rental that was above my original SUV rental reservation. Please respond to the letter that was provided showing more than 30 complaints about ACE changing rentals on people for SUV's when the original SUV was not available. See ****** Reviews from people that have more than 1 review. Furthermore, please respond to why Your employees where offering incentives for people that leave a 5 star reviews (ie free candy and a water bottle if you leave a 5 star ****** review- it is not authentic) . That is dishonest to say the least. 

  Why does this location have SO many 1 star reviews with basically the same review each time?

  Long Waits for a shuttle?

  Additional Fees in addition to their reservation?

  Changing Rental Reservations with different automobiles without consent of the renter?

  No local phone number listed to communicate with local office?

  For the record, most reputable rental agencies provide upgrades when the car they intended to rent is unavailable- I guess that is not the ***** way. Ace Rent A Car made my family of 4 (2 kids under 8 years of age) waiting 140 minutes before we finally got a rental. 

  Your request to not do anything from February is a farce. I have been in communications with you guys since February 19th about this Issue. 

  Shame on Ace. 

  I expect an answer to each question above promptly. 

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

  
  

• Initial Complaint

  Date:05/08/2023

  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 through Expedia. When I got from ******** to ***** the agent tried to upsell me gas, sun pass, bigger vehicle. I said no to all. He became visibly uspet. He talked to me like I didn't understand how much gas costs. He was condescending and rude. Because I didnt have the declaration page of my insurance policy he forced me to add the optional insurance. He said that it was a hyper link when I registered. This is fraud. They present 1 price and are not clear about what documents you need. When you are half way across the country the ask you for something that you have at home. They give you no choice to give them the proof on Monday when your office opens. I think this is predatory sales and purposely expoits travelers. I am looking for the ****** to be refunded to me as I have insurance.

  Business Response

  Date: 05/11/2023

  *******, 

  
  Thank you for reaching out through the BBB. At your earliest convenience can you please provide your ACE confirmation number starting with three letters so I may investigate this further for you? 

  
  Thank you,

  
  ACE Customer Care

  Customer Answer

  Date: 05/15/2023

  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. 
  *Has the company addressed the issue of the dispute?

  I called the company and was transferred to several people.  I offered to send them electronically my declaration page on Monday 5/8 (the first business day after my reservation started).   They refused.  They also refused to let me speak to management or file a complaint with their company.   They ended up transferring me to Expedia (where I booked).  Expedia stated that since I paid Ace directly, my complaint was with Ace.   Ace would not accept my complaint.
  
  *If not, why?
  
  *Has the company met the agreement they outlined in their response?  They have not done anything. I would like a 160 dollar refund.
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 05/17/2023

  *******, 

  
  Thank you for the information. Can you advise if you showed proof of liability coverage at the counter when you picked the vehicle up? If you do have proof can you send this to ************************************* so I can have the location look into this further. 

  
  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 05/18/2023

  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 would like a refund for the amount paid for liability insurance.  I have provided my policy to you via email as requested. (Attached to this response).   Additionally, outside of this correspondence with the BBB, your company mentioned reviewing video/audio recordings.   I would like a copy of said recordings for my records.  Thank you. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 05/23/2023

  *******, 
  
  Thank you for your response. The location has advised that hey have no way of exporting the recording and their system is not set up with the ability to do so. Again the location has decided that the insurance was signed and accepted on your end at time of pick up within your rental contract. The location will not be refunding anything since the product was used and the rental has closed. 

   

  Kind regards,

   

  ACE Customer Care

• Initial Complaint

  Date:05/04/2023

  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 4/25 at around 5pm we arrived to rent a a car from ACE. Everything was prepaid before. We went to get the car and the female worker asked ** about insurance. She claimed that our credit card would cover the collision insurance and their liability would cover the rest. We agreed not to purchase insurance for the trip. She charged ** $117 for which we thought was a deposit for the reservation. It turns out it was for liability insurance. We were told afterwards that its is required by law and we couldnt decline it. We have car insurance and insurance via the credit card. We did not need this service and was lied to about what was being offered.

  Business Response

  Date: 05/11/2023

  Hi ****, 

  
  Thank you for reaching out. The location noted that they used your credit card to cover the *** coverage for the rental. They were correct when saying that liability coverage is also mandatory. I see that you have signed and accepted the coverage in you rental agreement and the rental has now closed unfortunately we are not able to refund the policy for this. 

   

  Kind regards,
  
  ACE Customer Care

• Initial Complaint

  Date:05/04/2023

  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 pre payed for a rental car for vacation. When picking up rental car extensive charges were added and rep ****** counter stated they were necessary and mandatory. 1. He said to add driver was free just needed drivers license. Then after receiving driver's license. Charged ** *****. He lied 2. Told ** there were many tolls and we needed to.add inclusive tolling at ***** to not get 60 dollar fine. There were no tolls. He lied 3. I gave him my full coverage insurance card. He charged me 161. 94 for insurance. He ignored insurance card. 4. He told ** it wasn't his fault we travel with 6 people and said it was mandatory to add ****** to what I prepaid. 5. Told ** it was much cheaper to add prepaid fuel because gas was almost ****. Gas was under ****. Charged ** **** a gallon. And we used under a half a tank. He lied. Again.6. The middle of the seat was not hooked to the van. When we turned. My 2 year old grandson was smashed up against front seat. The whole seat moved and crashed into front seats Resulting in him screaming. Mom crying. they were both scared to death. He was in his car seat. Thank god. So no safety checks were completed on this vehicle and my grandson could have been severely injured.7. I have not received my deposit return either. This 6 day rental cost me 969. 40. In costs. When it was originally around ******. The *********** should have honest workers. Not rude scammers to triple the cost of the rental. The rental should be a safe vehicle. It was all around a terrible experience. When calling the local.office where we received the rental at ***** Airport they were no help and said we used the vehicle so they could not do anything other than file a report about the seat. I feel I should be compensated for.the lies and the danger that my family was put in. Reservation number TPA-*****. Car number MVMR560411 Dates **** 11 am to 5.3.23. 530 PM. Rental from ***** airport Thank you for your assistance .As I tried going through them first and got nowhere.

  Business Response

  Date: 05/11/2023

  Hi ****,

  
  Thank you for reaching out to us through the BBB. I am looking into your case further currently. When I receive more information I will reach out accordingly with an additional update.

  
  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 05/11/2023

  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. 
  
  [LOOKING INTO AN ISSUE IS NOT ADDRESSING IT NOR FIXING IT. I WAS LIED TO, COERCED INTO BELIEIVNG THE WORKER KNEW WHAT HE WAS TALKING ABOUT AS WELL AS HIM BEING DISRESPECTFUL SAYING ITS NOT HIS FAULT I TRAVEL WITH SO MUCH LUGGAGE AND PEOPLE. YOU HAVE A BUISNESS WHERE THE WORKERS CANNOT BE TRUSTED AND LIE TO DRUM UP CHARGES, AND PLACED ME AND MY FAMILY IN A DANGEROUS SITUATION WITH THE MIDDLE SEAT NOT BEING ATTATCHED. THIS IS A SFAETY ISSUE AND IT IS YOUR JOB TO LOAN VEHICLES THAT ARE SAFE AND UP TO STANDARDS. THIS IS ALSO A LAW SUIT AS I HAVE 5 WITNESSES TO ALL OF THIS AND PICTURES. ]
  
  Regards,
  
  *******************
  

  Business Response

  Date: 05/17/2023

  **************, 
  
  Thank you for your response. You have now threatened to bring a lawyer in this situation. For this reason we will not be able to continue conversation on the matter. We stand by the resolution provided to you on May 2nd and this will not be changing. 

  
  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 05/22/2023

  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 company has lied to me and made me think i had to purchase extra things I did not need and the vehicle was dangerous. No matter what they say, if they have it on tape as they say, they can clearly hear me and my son in law dissatisfaction with the extra charges, BUT we had just landed and had a cranky 2 year old with **. We put our trust in a company that is not reliable. i DO NOT MIND PAYING FOR WHAT i GOT, i MIND BEING PERSUADED TO BUY THINGS I DID NOT NEED, THINGS THE SALESMAN KNEW I DID NOT NEED, ** ORDER TO DRUM UP MONEY FOR THEIR BUISNESS. EVEN THE WORKERS STATED THEY DID NOT LIKE THE SALESMAN AND HE HAS DONE THIS BEFORE. THE VEHICLE WAS NOT PROPERLLY CHECKED AND REMAINED UNSAFE FOR THE FIRST 24 HOURS WE WERE IN IT. THIS FACTS WILL NEVER CHANGE. I SHOULD BE REIMBURSED FOR THE EXTRA CHARGES DRUMMED UP, AS STATED AND LISTED IN PREVIOUS DOCUMENTATION. AND I SHOULD BE COMPENSATED FOR AN UNSAFE VEHICLE. I DO NOT MIND PAYNG WHAT I ORIGINALLY AGREED TO BEFORE THE DRUMMED UP CHARGES. 

  IF YOU CANNOT TRUST WHO YOU LEASE FROM, ITS SAD. 
  Regards,
  
  *******************

  
  

• Initial Complaint

  Date:05/03/2023

  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 at ******* ******* airport from ace rent a car. I arrived late in night around 1am. They gave me a car and told me to look at car for any demage. It is late in night and i looked at car for demage and notice few scratches. Its dark in night so i did examine car as i can. I kept car 5 days and drive around 100 miles. ******* i was attending a conference so i used car for drive from hotel to convention center only. When i returned the car they told me car had a windshield demage. I never noticed any of this demage and car is not involve in any collision or accident. I was very surprised and i do not see anything happen to car. Now they send me a bill of 2000$ to replace windshield. I felt that the day i got the car, it had already the demage and on my return they tried to scam me for payment. The way they behaved on day 1, i wss suspecious of them. I am very angry with this and i felt that ace rent a car sacming me. I do not have any collision or accident. I do not kmow how they ask me to pay for this..please help me with this issue.

  Customer Answer

  Date: 05/04/2023

  I am scam by ace rent a car and i would like that they take away claim. The claim they files based on false

  Business Response

  Date: 05/05/2023

  Hello, 

  
  Thank you for reaching out. The ******* claims department is ******** Auto Claims. For further assistance with this please reach out to ********** or ******************************. 

   

  Kind regards,

  
  ACE Customer Care

• Initial Complaint

  Date:05/03/2023

  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 car to be picked up in ******* on Thursday 4/27/23 and returned Monday 5/1/23.The total charges were confirmed at $200.03.My flight on Thursday was very delayed and I called from the airport to share that the flight was delayed but that I was still coming. I spoke with a woman named ****** and she assured me that there was no issue. I finally picked up the car at approximately 3am on Friday 4/28/23 immediately upon arriving at airport.However, I was instead charged $271.13. I contacted customer service and was told I was being charged more since I picked it up at a different time. This makes no sense as I used the car for LESS time. The customer service person was rude and refused to help. Only said "there is nothing we can do". I only want the $70.10 refunded that was charged inappropriately.

  Business Response

  Date: 05/05/2023

  ******, 

  I show that since you were delayed and past the four hour window period of holding the booking they had to rebook your reservation. After the four hour window without use the originally booked reservation is cancelled. Do you know about what time you had spoken with ****** to make this change? I'd be happy to look into this further on our end for you.

  Kind regards,

  
  ACE Customer Care

• Initial Complaint

  Date:05/02/2023

  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.

  4/29/23 $****** (rental car fee and ****** deposit)Provide a rental car for 2 days with cheapest rate, give military discount, and add Sunpass. Agent was very rude and disrespectful and did not disclose the fact the he added 3 items on to price of rental car without asking. I provided insurance card to prove I had insurance and told the agent I did not want extra insurance. He nodded accordingly as to understand my request. I had told this agent that this was my 3rd attempt of getting a rental car and that I had spent nearly $200.00 already. He knew from the beginning I needed the cheapest he had. I asked for an economy car and he gabe me a gas guzzling Dodge Charger. He was able to add the 3 items by scrolling on a pad and saying initial here. When I asked to see what I was signing he said you will get a final copy. This agent got my ititials without my consent for said items. Once I got the car I noticed the key fob battery was low. The key fob had to be help to ignition to start(I had to ****** this information due to car not starting) and also had to manually unlock/lock doors of a 2022 Dodge Charger. The way I was treated by this agent is unacceptable . I tried to have this rectified upon return of car and was told it was too late to get a refund *** that I should have booked online to avoid those added fees. I asked to speak to a manager on May 1st and was told that the manager was not there. I called again on May 2nd and explained that I needed to apeak with a manager only to be told one was not available. I proceeded to tell the guy my issue and he was like I remember you. You were here from yesterday and the answer is no refund. They also put a ****** charge on my credit card as a deposit. I am 52 years of age and have proof of my insurance. This business needs to pay me back for full refund of ****** and I am disputing with my bank to make sure this happens. This business needs to be held accountable for scamming techniques. Thanks.

  Business Response

  Date: 05/05/2023

  Hi *****, 

  Thank you for reaching out to us through the BBB. I show that you did sign and accept all the charges that you are disputing in your complaint. Unfortunately since everything has been accepted for on your end we will not be able to provide any refund for these charges. 

  
  Kind regards,
  
  ACE Customer Care

  Customer Answer

  Date: 05/06/2023

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