Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

305 total complaints in the last 3 years.
115 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/25/2024
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 tried to rent a car on January 20th because my car was broken. I waited in line for over an hour and I couldn't rent one since my license was expired. They told me if I renewed online I could rent the car but then they denied giving me the car. They refused to give me a refund for the car saying I was after the cancellation, but at the desk they said I had to cancel online.The terms and conditions were not presented until after the rental was complete.
Business Response
Date: 01/26/2024
Hello *****,
Thank you for informing us of your recent experience with our ****** office. Unfortunately, expired licenses or temporary licenses are not accepted. I show that your reservation was cancelled by ************. As you prepaid through them, you will need to request a refund from them directly. ACE does not receive funds for a rental unless the rental is used in full. Any refund will be up to ************.
Thank you!
Customer Answer
Date: 01/26/2024
Hello,
Thank you for the reply. I did receive a reply from ************* and they stated they will give me a full refund. I appreciate it very much. It was unfortunate my driver's license was just expired and I didn't realize that at the time of booking. I was able to renew my license online and the customer service rep on the phone with car rental company stated that I could use my renewal to rent the car. When I went back thru the line to rent the car, they said no. FYI - I waited over an hour in line initially to rent the car and they originally said they couldn't do anything with refunding me due to the expired license and because it was past my pickup time. At this time, it appears I'm waiting 5 days per the car company email below that I will be getting a full refund. Thank you for your time and consideration in this matter.
Regards,
*****************************

Customer Satisfaction (****************)
Jan 26, ****, 09:42 GMT+2
Hello!

After reviewing your case, we've refunded ****** USD to the card you used for the booking. The funds may take up to 5 business days to show up on your account.

We'd love to hear your thoughts on ****************! Share your experience on Review Center.

If you have any questions, feel free to reach out. Happy travels!

--

*********
Customer Satisfaction Associate

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

www.****************

Customer Answer
Date: 01/26/2024
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.

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

Hello,

Thank you for the reply. I did receive a reply from ************* and they stated they will give me a full refund. I appreciate it very much. It was unfortunate my driver's license was just expired and I didn't realize that at the time of booking. I was able to renew my license online and the customer service rep on the phone with car rental company stated that I could use my renewal to rent the car. When I went back thru the line to rent the car, they said no. FYI - I waited over an hour in line initially to rent the car and they originally said they couldn't do anything with refunding me due to the expired license and because it was past my pickup time. At this time, it appears I'm waiting 5 days per the car company email below that I will be getting a full refund. Thank you for your time and consideration in this matter.

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

Customer Satisfaction (****************)

Jan 26, ****, 09:42 GMT+2
Hello!

After reviewing your case, we've refunded ****** USD to the card you used for the booking. The funds may take up to 5 business days to show up on your account.

We'd love to hear your thoughts on ****************! Share your experience on Review Center.

If you have any questions, feel free to reach out. Happy travels!

--

*********
Customer Satisfaction Associate

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

www.****************
Initial Complaint
Date:01/24/2024
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 this this location on January 10th and returned it on January 17th. Today is January 24th. The took a $500 deposit that is supposed to be refunded to my account and it never did. They charge me more than what the Priceline website said they would charge when I booked the car as well. The customer service was horrible. I just want my deposit back that they were supposed to refund to me. Its now 2 weeks. Ive been trying to get a hold of a manager or someone to get my refund and theyre not releasing it or giving me a reason. No one knows whats going on. I was told on Friday January 19th that my money will be released today and it never was. This is a shady business.
Business Response
Date: 01/25/2024
Hello ***,
Thank you for taking the time to inform us of your recent rental experience with our JFK ******* Your security deposit has been refunded and I have included the receipt for the refund for you. The difference from your Priceline booking is due to the agreed upon liability insurance. As this was agreed upon on your rental agreement, this will not be refunded. Your total rental cost was $294.75.
Thank you!
Initial Complaint
Date:01/18/2024
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.
Our family rented a car from Ace (Drivo) Rent-A-Car from Jan 12 to Jan 15 **** for around $167. However, after we returned the car, we received a bill of $233+45. We never received a receipt of any kind so we dont know what the overcharged fees are, neither do we feel like we should pay for the overcharge since its not what we agreed to when we reserved the car. Wed like Ace/Drivo to honor their $167 price agreement and reverse the overcharge. We tried to contact Ace/Drivo, but the issue has not been solved.
Business Response
Date: 01/19/2024
Good Morning ******,
Thank you for bringing up your concern with the additional charges to your rental. Reviewing your account I see that you agreed to the purchase of liability insurance, as well as you were billed for traveling outside of the allowed states at $15 per day and the vehicle was not returned full so there was a fuel charge for $13.20. These charges make up the difference you are seeing and all are valid charges and will not be refunded. I have included your signed rental agreement and your final invoice. I hope we will be able to assist you on your future ACE rental whether in ******** or one of our many other locations.

Customer Answer
Date: 01/19/2024
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.

Regards,
*************************
Initial Complaint
Date:01/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Your location ACE Rent A Car ************************************************* Car rental agency ********************* (Smoakin Hot Construction)1564 points 2 days agoAce Rent A Car did me dirty! So I rent a vehicle to travel from ******** to *********** to watch my son's graduation of AF boot camp. Premium crossover is what I paid for and they give but was downgraded ****** kicks POS! Such a POS that it ends up stranding me 200 miles away from home. *** first tried to get me to pay the bill but eventually decided to send a tow truck. A tow truck that's back up in ****** over 3 hours away so here I sit, and still no tow truck!*******Update!!!!Stats: immobile 10:00Am 1/6/24 Stranded 14hours New rental 2:00Am 1/7/24 Heads up, Ace replays initially to bad reviews but it's a ghost town after details are provided. Look for this on BBB next! Enough said so back to the experience. The tow truck driver that showed up was brand new and not just to driving a truck, but new in *******! With this being the case, it's fair to say that navigating was not his strong suit especially since ****** maps , he did not understand well! This was the most frightening 4 hour drive that lasted 7 hours I've ever experienced! You know it's bad when you have a false feeling of relief as you're dropped off on the side of the highway! Yes that happened. I was told that he is not to have a passenger in the tow truck and should have left me in ******! Wow! This is what *** sent to me! Did they offer to Comp the rental or even just the day their property left me stranded miles from home?!? Pls15213172 is the confirmation number
Business Response
Date: 01/16/2024
Hello *******,
Thank you for taking the time to write to us regarding your recent rental experience with our ************* and the vehicle you received. The ****** Kicks is a compact SUV which is a class higher than the reserved Economy hatchback that was reserved. Upon review of your account and the notes from the dealership, there was nothing wrong with the original vehicle and the issue could not be recreated. While I understand the frustration with the time spent and the vehicle acting up, no compensation will be awarded at this time as the vehicle was sent back out on rent after receiving it from the dealership and no issues have been reported.
Thank you!
Customer Answer
Date: 01/24/2024
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.]
Economy hatchback sounds like you hit the nail right on the head! Not quite sure where you received information regarding my reservation but my paperwork says I reserved a premium crossover.

Now regarding the rental and nothing being wrong with it is crazy! There is no reason I'd chose to wait on the side of the road for over 12 hours for no logical reason! It will act up again. Take the car on a road trip in a distance equal to the distance between ****** and ***********. Get back with me after that please.

Regards,

*************************
Initial Complaint
Date:01/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car thru Priceline and also purchase insurance for rental from Priceline and have invoice I would owe $275 at pick up when I arrived spoke to (*********) he told me I had to purchase insurance from him I informed him I had purchased insurance thru price line and that I also have my own insurance thru State Farm full coverage said not good enough that I had to purchase it from ace I didnt want to buy it but he insisted and stated was the only way it was Christmas Eve and it was like 9:00pm and they where closing soon Ive send plenty of emails to takayla and was informed they would only refund me the road side assistance cause I never went to office to get new contract told her I was never informed to go back to get new contract till today 1/9/2024
Business Response
Date: 01/11/2024
Hello *******,
Thank you for taking the time to write to us regarding your recent rental with our ** office. Reviewing your conversation with ******** and your account I do see the agreement for refund of the roadside assistance. However, as proof of your insurance was not provided at the time of pick up and no new agreement was signed removing the charge, no refund can be awarded for the insurance. The insurance was used to cover the vehicle during the rental period. I do also see that legal action was mentioned and unfortunately once legal action is brought up communication can not continue.
Thank you!
Customer Answer
Date: 01/11/2024
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.

Till this day I havent received a refund for the roadside assistance and if the guy at the counter would have requested proof I could have easily shown it to him since I do have the state farm app on my phone he didnt ask for proof and said I needed to get insurance from ace

Regards,

*************************
Customer Answer
Date: 01/11/2024
I was never given the option to show proof of insurance also was never notified I could have gone back to office so they can remove insurance and I sign a new contract till after I returned the car and I was back in my home town
Business Response
Date: 01/17/2024
Hello *******,
While I understand the frustration with the charge for insurance. It is in our terms and conditions that if proof of personal insurance is not provided at the time of pick up you will need to purchase the insurance at the counter. Proof should have been presented, also the charges are shown prior to taking the vehicle. You could have requested to speak with a manager at the time of pick up as well regarding the charge. Once a rental is completed insurance can not be refunded.
Customer Answer
Date: 01/17/2024
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
I would have been more than happy to provide insurance your agent would have told me so he didnt give me the option to provide insurance he just said I needed to purchase from you guys

Regards,

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

Business Response
Date: 01/18/2024
Hello *******,
I understand the frustration however the insurance can not be refunded. The location did refund the roadside assistance to you however nothing more will be refunded.
Thank you
Initial Complaint
Date:01/07/2024
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.
On December 21st, 2023, I made a reservation with Uber Car Rental through CarTrawler, with the total amount of $621.32. The reservation was for a midsized SUV from Ace Rental Car.Upon arriving at the rental location at the scheduled pickup time, I was informed by the Ace rental agent that they would not accept my credit card due to a purported policy requiring local customers to pay a deposit, despite my card being verified as valid. After contacting CarTrawler's customer service, I was informed that a refund would take 30 to 90 days and that they were unable to transfer my reservation to a different rental agency due to my past scheduled pick-up time.As a result, I had to rent a vehicle from another agency at a considerable cost of $1097.92 due to last-minute availability during peak holiday rates. Following this ordeal, I disputed the charges with my bank and provided CarTrawler with all the required documents and proof. Nonetheless, ********** subsequently informed me that I had breached the terms of the rental contract and would not be receiving a refund.It is clear that CarTrawler, uber, and Ace Rental Car, all failed to provide the product I paid for and instead resorted to unjustly claiming they were entitled to retain my money due to an alleged breach of contract. Furthermore, I am deeply troubled by the numerous unanswered complaints filed with the Better Business Bureau, which suggests a pattern of unethical behavior.In light of these grievances, I intend to escalate this matter to the ************** State ************************** as well as to pursue legal action if necessary. This includes contacting local news media and exploring legal options through small claims court to seek reimbursement for the unjust charges and any additional damages.I trust that the Better Business Bureau will take swift and appropriate action in addressing this alarming conduct by CarTrawler in order to prevent further harm to consumers.
Customer Answer
Date: 01/08/2024
The payment was made on the uber app under rental cars (they have deals and promotions on rental car rates). *** refused to provide me the rental car and claims they dont receive any cash at all until they confirm the reservation on their end, which they claim not to have done. Uber will not respond at all and sends me to **********. ********** will not confirm if they do or do not have my funds. But my bank records seem to indicate its cartrawler who made the transaction on my credit card.
Business Response
Date: 01/08/2024
Hello *******,
Thank you for taking the time to inform us of your recent rental experience at our *********** office. I see that you attempted to pay with a chime card. ACE does not accept chime cards, you must have a major credit card, not a prepaid credit card. Any refund would be up to Uber as you did not rent ACE does not receive any funds from your prepayment through Uber. ********** is just a middle man and would not have anything to do with the refund. While I understand the frustration with the increase in cost and not getting your refund yet, the policy is in our terms and conditions on all sites you can book with ACE through.
Thank you!
Initial Complaint
Date:01/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I rented a car from ace rent a car on 12/17 and returned it on 12/20 ar 630am. We were never provided with ****. Our estimated charges were *****. When I received my credit card statement the actual charges were ******. After finally getting into contact with ******** who is a horrible customer service representative he stated the bill was sent via email which was not. He proceeded to send a bill while on the phone (screen shot attached with date of 1/3/24). He stated we added the toll fee which I agree we did. He also stated that we were charged an additional ***** for not bringing the car back with gas and that "you're not allowed to rent a car and not pay for gas". ******** was informed that we did return the car with gas and nobody was there when we returned the car only somebody who directed us to park the car and leave the keys inside. ******** was provided with a transaction from us showing that we did in fact fill the gas up however ******** said we can dispute this with somebody else because he knows we didn't fill it up and he doesn't like how I don't sound professional on the phone. Transaction attached of the car being refilled with ***** of gas. I dispute that the car was returned on empty and feel this is a fraudulent charge. This business has bad business practices and should have also provided us with a reciept the day of us returning the car to them rather than 14 days later and 3 phone calls attempting to get a reciept.
Business Response
Date: 01/04/2024
Hello *******,
The photo you sent from the refueling was dated 2/19, the vehicle was returned on 2/20. While we are not able to see specifically how many miles were driven in that day, we have reviewed and the vehicle was returned with a half tank rather than a full tank. While I understand the frustration with the charge, no refund will be awarded as the fuel was not as you received it.
Initial Complaint
Date:01/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle on 12/26/23 which I was supposed to return on 1/2/24 for $372 through Expedia for unlimited miles. ** 12/28/23 I was charged $500, on 12/29/23 I was again charged $500. When I checked my account on 12/29/23 and noticed the charges I called multiple times and couldnt get a hold of anyone until 1/2/24 at 10:00 AM , I was told the charges were because I went outside of the **************** and its unlimited miles but within the ****************. No one explained this to me , they asked me to sign the rental contract and so I did trusting it was what I had been explained which was not that there was a $1000 fee which is more than 3 times the amount I rented the vehicle for and that they were going to charge it in two separate payments to top it off. This is unfair business practices and very misleading to say the least . They took $1000 because I went out of state but no one explained this to me when I rented the vehicle. Im a single mother of 3 children, had saved up the entire year for this vacation and now thanks to Ace rental my account is over drafted by $1070 .
Business Response
Date: 01/04/2024
Hello *****
Thank you for taking the time to write to us regarding your recent rental in *********. While I understand the frustration with the additional charge for travel however per our terms and conditions available on all sites you can book with ACE through: Cross-bordering outside of the **************** is 300 USD per rental. Renters must notify at the time of pickup of any out of state travel. Travel outside of ******* without prior notice will result in a penalty fee of **** USD. Cross-bordering from ***************** is not permitted.
Initial Complaint
Date:12/27/2023
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.
The company forced/pressured insurance upon me for a rental vehicle. I have ever never rented before, so I was unaware you could provide your own insurance. After leaving the facility, I spoke with my insurance who explained it was mandatory for a rental company to explain you could use your own. I tried resolving this issue with the Operations manager who was rude back, and unresponsive after 1 single email.
Business Response
Date: 12/28/2023
Hello ******,
Thank you for taking the time to review your recent rental with our ******* office. Per our terms and conditions it is stated that if proof of personal full coverage insurance is not provided the customer must purchase insurance at the counter. You do also have to sign agreeing to purchase the insurance on your rental agreement. As no proof was provided to the agent of your personal insurance the insurance can not be refunded. I understand the frustration with the charge however, the information regarding our insurance policy is provided at booking and prior to booking on all sites you can rent with ACE through. I hope you will allow ACE to assist you again in the future.
Customer Answer
Date: 12/28/2023
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.]
I am not satisfied as I did not book through ACE , I booked through Priceline so the terms and conditions were not listed. I have never rented before so I was unaware you could provide insurance. ******* never asked me if I had proof of insurance - how was I supposed to know I could provide it if ******* didn't state so and Priceline didn't state so????

Regards,

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

Business Response
Date: 12/29/2023
Hello ******,
Our terms and conditions are listed on Priceline's site as well as all sites you can book with ACE through. *************************************************************************************************************************************************************************************************************;
This is a link to Priceline booking where if you scroll down to important information there is a link to rental car policy and rules.
Thank you!
Initial Complaint
Date:12/26/2023
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 made reservations online with ACE rental for the airport location at ***************, *******. The price was a total for $181.18 including all fees. When I arrived, the salesperson tried to upsale me on better vehicles and extra protection plans. I declined and only told him I would be using the Tolls SunPass only. They told me they take out a hold on my credit card for $354.76 as a security deposit. I confirmed with them my rental agreement price for $181.18 and they said yes you will get back the difference. When I returned car I never received and invoice until I called in 4 days later. I was also billed additional $15.95 for gas, when I brought the car back on the same line I received it (just a little below full). When I called to correct bill, I was told a different story and got charged plans I never agreed to. I would like a proper adjustment. I called corporate and got left on hold.
Business Response
Date: 12/26/2023
Hello *******,
Thank you for taking the time to inform us of the extra charges to your recent rental with our *************** office. Reviewing your account I show you signed agreeing to the purchase of the toll pass and the partial damage waiver. The fuel charge was due to the vehicle not being returned full as it was received full. As the charges were signed for and accepted as well as a copy of the agreement is given prior to leaving the office, no refund will be awarded.
Thank you
*****************
Customer Answer
Date: 12/26/2023
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.]

I never agreed to any partial coverage, I had questioned the amount of rental agreement in comparison to the reservation amount and specifically said I only want Toll pass. There was never no breakdown of the cost for SunPass tolls, which doesnt not reflect on invoice. Also, I never received the actual contract in hand or billing documents, just a pre screening damage report of any scratches. I only signed an electronic pad with verbal explanations of my coverage. This is poor practice when people are traveling to take advantage when they are trying to make appointments to secretly incorporate additional charges.
Regards,

*******************************
Business Response
Date: 12/28/2023
Hello *******,
While I do understand the frustration with the additional costs to your rental, the charges are signed for and I can see a digital copy was emailed to you of the rental agreement. As it is past your rental period, insurance can not be refunded.
Thank you!

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ACE Rent A Car is NOT a BBB Accredited Business.