Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

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Complaints

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

Customer Complaints Summary

419 total complaints in the last 3 years.
162 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/24/2025
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 a car from Ace Rent A Car in *******, ******* on July 2, 2025, at 8 PM. Immediately after leaving the parking lot, the check engine light came on. I tried calling Ace to report the issue right away, but no one answered the phone.Due to a medical condition requiring insulin, I had to urgently go to a pharmacy before closing, so I kept the vehicle for the night. The next morning (July 3), the check engine light was still on, and on my way to work at 7 AM, I noticed one of the tires was extremely low, allowing me to drive only 1015 ****** wife called Ace on my behalf, and their response was shocking:They told us I could either change the tire myself or return the car myselfeven after being informed that the car could barely be driven and that I was 45 minutes away, making this a serious safety risk.They offered no roadside assistance or reasonable help for the ************ make matters worse, Ace kept my $200 deposit, claiming I bent the rim of their tire, even though the vehicle was already in poor condition when I received it (check engine light on, low tire).This was one of the worst rental experiences Ive ever hada car in unsafe condition, no help when problems arose, and then blaming me for pre-existing issues to keep my deposit.I strongly caution anyone considering renting from this location. Safety and customer service should be top priorities, and unfortunately, Ace Rent A Car in ******* failed on both.
Business Response
Date: 07/29/2025
Good morning, In confirming with the rental location, there is an active claim that has been filed with ************* Claims in regards to the vehicles tire/rim damage. The photos attached will show that the vehicle did not leave the lot in this condition as the tire would be flat prior to your departure. The **** sensor was damaged as a result of driving on the flat tire and the rim damage indicates that the vehicle struck an object while in use. Typically the $200 deposit they held for this is usually refunded to the customer once the damage claim has been settled and closed. Our office does not have any information on the damage claim and any further questions or concerns that you have must be directed to Rockport Auto Claims at ************ or by email at ******************************* Thank you

Customer Answer
Date: 07/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear
I am filing this complaint because ACE Rent A Car has failed to return my $200 deposit and has provided extremely poor customer service.

On July 2, 2025, I rented a vehicle from ACE Rent A Car in *******. Upon pulling out of the parking lot, the check engine light immediately came on. I attempted to contact ACE right away to report the issue. However, due to a serious medical condition requiring insulin, I needed to reach Publix pharmacy before they closed to retrieve my prescription. If I had not done so, my blood sugar levels could have become dangerously high, potentially resulting in an ER visit.

The next day, I attempted to return to ACE; however, I discovered that the car had also sustained a flat tire, which must have occurred when I left the lot the previous night. I drove back toward ACE at only 1015 miles per hour for my safety and the safety of the vehicle, but it became apparent that the drive would take approximately 30 minutes, which was unsafe under the circumstances.

Despite my efforts to communicate and resolve this issue, ACE Rent A Car has been completely unhelpful, dismissive, and unwilling to understand my situation. They continue to insist that I bent their car rim, which I firmly deny. I did not damage their vehicle; the car issues were present from the start, as indicated by the immediate engine warning light and the subsequent flat tire.

To this day, ACE Rent A Car has refused to return my $200 deposit, which I believe is unjust and unethical. I am highly dissatisfied with how this matter has been handled and with the lack of empathy or accountability shown by ACE Rent A Car.

I am requesting a full return of my $200 deposit and for this matter to be formally reviewed by the Better Business Bureau.

Regards,

****** Mars

Customer Answer
Date: 08/01/2025
I received new information stating that I owe an additional of $1,100 for the til they claimed that I bent while changing their flat tire.
They already kept my $200 and saying I own $1,100. Please read my claim thoroughly to understand this issue clearly because this ACE rent a car in ******* does not seem to care about anything or understand the situation. Also, I did not bend there rim. I wish I took a before picture to show you all
Business Response
Date: 08/05/2025
Good afternoon. As mentioned in the past email. Since there has been a damage claim filed from the rental location all information regarding this is sent to ************* Claims. We cannot answer any questions regarding the charges or when and if a deposit will be refunded. Please contact Rockport Auto Claims directly at ****************************** or by calling **************. Thank you
Customer Answer
Date: 08/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is somewhat satisfactory to me.

Regards,
****** Mars
Initial Complaint
Date:07/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 3, 2025, I prepaid for a rental car through ************ in my husbands name for our son, ********* **** ****, to pick up at ACE Rent A Car Denver International Airport. The car was fully paid in advance with no added services ************ pickup on June 9, 2025, the ACE agent told my son to pick an option and said, most people choose #1, while pointing to a board. Confused and assuming it was part of the deposit process, my son agreed. He was a first-time renter, under pressure, and not clearly informed that he was authorizing over $500 in nonrefundable charges.He provided his debit card expecting to place a standard deposit. Instead, he was charged $514.04 for optional add-ons like insurance, roadside assistance, toll pass, and fuel prepay none of which were explained or requested. These were billed immediately without informed consent.I contacted Wisecars, who acknowledged the charges and sent our insurance proof to ACE. They escalated the issue but said they could not override the suppliers decision. *** denied a refund, citing the signed agreement, despite the lack of clarity at the counter and misleading communication.This is not a matter of buyers remorse. Its about deceptive and high-pressure practices at the point of pickup, particularly impacting young or inexperienced renters. I am requesting a refund and accountability. *** also submitted a certified letter to *** and filed a complaint with the *************************.
Business Response
Date: 07/30/2025
Good afternoon. Mrs. **** is writing and filing this complaint on behalf of her son ********* **** who was the primary renter. *** is not authorized to discuss rental or billing matters or any other personal details, with anyone other than the primary renter in this case is ********* ****, unless we have his explicit approval. ********* **** acknowledged the charges and approved by signing the rental agreement. This case has been reviewed in full by multiple members of management. It was decided that no refund would be granted. Thank you
Customer Answer
Date: 07/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with ACEs response. The company continues to focus solely on the signed rental agreement and now claims they cannot discuss the matter with me due to privacy despite the fact that they have previously communicated with me multiple times by email and acknowledged the complaint in writing.
This complaint concerns a rental that I reserved and paid for through Wisecars using my credit card. The reservation was made in my husbands name and designated for our son, ********* ****, who is a first-time, inexperienced renter.
At the ACE Denver counter, my son was directed to pick an option without explanation that this would result in over $500 in non-refundable add-ons. He believed he was completing a standard deposit process. No clear verbal disclosure or confirmation was provided. **** counter staff took advantage of his inexperience and confusion a point they continue to ignore.
I respectfully maintain that this was not a case of informed consent, but rather poor customer service and misleading communication at check-in.
I have also filed a complaint with the Colorado Attorney General (ref: !00Dt004XX8.!500cs0ou8MJ:ref). I remain willing to resolve this fairly, but ACEs repeated dismissal and failure to address the real issue is unacceptable.

Regards,

******* ****

Business Response
Date: 08/05/2025
Good afternoon. As we have mentioned before there will be no communication other than with the renter on the signed rental agreement. Thank you
Initial Complaint
Date:07/22/2025
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.
Ive rented from this ACE location in *************** twice before with great service. On my third rental, I explained to the woman at the counter (short hair and glasses) that I was going through a tough time due to a car accident and needing a temporary vehicle. She quietly told me she would give me a ******* Venue and made it sound like a courtesy. At no point did she verbally inform me that it was an upgrade or that Id be charged extra.Only later did I find out I was charged for an upgrade I never knowingly agreed to. When I questioned it, *** claimed the charge appeared on the contract, which I had signed. I was never told to review that section closely or alerted to any changes in price. I believe this was a deceptive and misleading practice, especially given the vulnerable situation I was in.I would like this charge refunded or at the very least formally acknowledged as unfair. Customers should not be tricked into paying for upgrades they were never properly offered or informed about.
Business Response
Date: 07/24/2025
Good afternoon. Thank you for your experience with ACE in Ft. **********. All customers are offered optional items at the counter by the local staff. The upgrade as agreed on and it was on the rental agreement that was presented to you at the rental counter to sign. We can see that your initials are next to the total amount of the rental which included the price of the upgrade in which is listed a few lines up from that. (please see attached).
The services were acknowledged and signed for and these charges can not be removed. Thank you
Business Response
Date: 07/24/2025
I apologize. I did not attached the signed rental agreement to the original response. I have now Thank you
Initial Complaint
Date:07/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On july 19 I picked up a rental car from Ace. .Made reservations in advance with *** and submitted my auto insurance in advance. Yet when I got to the counter they said my auto insurance didnt cover car and pressured me to purchase additional insurance or would not give me the car. They showed me a screenshot claiming my ************* was insufficient . I called my agent on Monday July 21 and he confirmed for me that I indeed did have coverage on the rental car.I have since read that others have had similar complaints against this company at ********* airport.
Business Response
Date: 07/23/2025
Good afternoon. Thank you for sharing your concerns regarding your current rental contract with the LaGuardia location. Since you are in possession of the rental vehicle until July ********************** concerns on your current contract you must contact the rental locaiton directly on this. We are not able to remove any items from an open contract. It can only be done by the rental location if permitted. Please reach out to them at **************.
Thank you
Customer Answer
Date: 07/23/2025
Better Business Bureau:

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

I previously discussed this when I was trying to rent the car and they refused to give me the car unless I bought the additional insurance. They showed me a false computer screen claiming that my aaa Insurance did not cover required damage etc. for the car.
this is a scam.
I previously sent a letter to BBB from my Aaa agent confirming that I did have coverage for rental cars.
The desk agent at the rental place said I needed to purchase the additional insurance before I could rent the car.
Forcing me to once again discuss it with the very same people I rented from is ridiculous ! its simply a way for them avoiding responsibility for the false claims that I did not have proper coverage (which I provided in advance a few days before rental).
I demand immediate refund of the $209.
I know that over 300 complaints have been filed with the BBB for the same scam involving ace rental car.

Regards,

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

Customer Answer
Date: 07/24/2025
See my AAA policy coverage
Business Response
Date: 07/28/2025
Good afternoon. It appears that you did contact the rental location as suggested due to the location to make changes to your open contract. I have contacted the manager and he stated that they do check the insurance and if not all of the required information is there the insurance is added. He stated that once a rental contract is signed with the insurance being accepted and acknowledged by the customer that there is no refund for the insurance during the open contract. The rental location was not able to remove the coverage at that time. The Terms and Conditions on the *** website as well as all of the third-party websites state the following- " Renters must have a valid drivers license, major credit card in their name, and proof of full coverage insurance. If the customer does not have proof of insurance (Declarations Page), coverage must be purchased at the counter." There will be no refund for the coverage. Thank you
Customer Answer
Date: 07/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear.
this is a false statement I did have adequate insurance which I uploaded several days in advance through their text messaging system!
When I arrived at the rental facility, they had my information in the system and he showed it to me on the screen. According to the screen I did not have sufficient coverage.
THAT WAS FALSE.
I was unable to contact my insurance agent because it was the weekend so I called him on Monday and he confirmed that my *********************** DID cover the rental car.
I WOULD NOT BE GIVEN THE RENTAL CAR UNLESS I PURCHASED THE ADDITIONAL COVERAGE
Please check the Better Business Bureau records and you will see there are over 380 complaints regarding this Insurance scam of forcing drivers to buy unnecessary coverage before releasing the car for rental.

Regards,

**** ********
Initial Complaint
Date:07/21/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Approx10:30pm on Fri, June 27th I arrived to this rental car facility with my 3 kids. I waited in line behind a few other customers while the only 2 employees working inside helped other customers. . It finally became my turn after a least a 30-minute wait. I approach the counter, and the employee asked my name and for my ID. He pulls up my reservation, which I had prepaid for, and begins spewing questions. Many times, contradicting himself. I reminded him that I had paid for my rental. At this point customers that he had helped are coming back in with issues that they had with their rental. He is putting me aside and trying to rectify their situation (this is also happening with the other agent). I am becoming very frustrated and confused. At this point my kids are loosing their patients as well. This did not help the situation. Agent finally comes back to me, and gives me a total of $422. We had briefly discussed before being interrupted tolls. There was a sign in the area advertising a toll pass, notifying customers that they could purchase the pass to avoid paying toll fees upon their return. I had stated that I would pay the tolls on return, prior to being interrupted. When he gave me my total I asked what it included. He said the deposit and the toll pass. I said that I did not what the pass that I would pay when I returned, and he said that was not possible. I initialed a small carbon copy form, that I thought was indicating that I did not need insurance as I already carried full coverage on my own. I paid the $422 and left. The next morning, I discovered that I had been charged 2 separate transactions, this I did not expect. One for $200 and the $422. I was shocked. I emailed customer service to find out what was going on. They stated that the $200 was my security deposit, and the $422 was for insurance and the toll pass. I feel very taken advantage of, I explained all this and gave them a chance to make it right and they refused.
Business Response
Date: 07/25/2025
Good afternoon. Thank you for taking the time to share your rental experience. I regret to hear that your rental did not meet expectations.Once I have more information on this I will respond. Thank you for your patience.
Business Response
Date: 07/28/2025
Good afternoon. Thank you for your patience. In checking with the rental location. The rental locations states that the standard protection and the toll pas were accepted at the rental counter. The agent was correct in saying that you could not pay the tolls upon return of the vehicle. I have attached a copy of the signed rental agreement that you were provided before leaving the rental location with the charges acknowledged and signed for. Unfortunately there will be no refunds on the charges. Thank you
Customer Answer
Date: 07/29/2025
Better Business Bureau:

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

The agent did not ask the appropriate questions, nor did he explain the appropriate options at the rental counter. As I believe I stated in the original complaint, he was ******* through with me, was not listening to my questions. I explained that I had prepaid for the rental and did not understand why I was being charged additional charges. I did understand that I would be charged a toll pass, quoted at $69.99, which is not what I was charged. I also understood that I would be charged a $200 security deposit that would be refunded. I specifically asked if the $200 was included in the $422 and he flat out said yes, it wasn't. It is clear to me that the agent is not equipped to handle customers face to face and explain what their fees are. I should not have to be impacted negatively due to that.

Regards,

******* *******
Business Response
Date: 08/05/2025
Good afternoon. This has been sent over to upper management at the location. The standard protection and the toll pass was added at the rental counter. The charge for the toll pass of $97.93 was listed on your rental agreement that you acknowledged and signed at the rental counter accepting the charges. There will be no refund for the toll pass as it was used several times during your rental had it not been used at all we may have been able to refund it. But again since it was used several times during your rental period it cannot be refunded. There is nothing further we can do to assist you. See attached copy of signed rental agreement Thank you
Initial Complaint
Date:07/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 30, 2025, I rented a car through Priceline, fulfilled by Drivo Rent A Car (ACE Rent A Car) at ***. I returned it on July 2 and was later contacted by ************* Claims with a $1,436.26 bill for a minor scratch on the rear bumper.I was never shown or signed any agreement acknowledging their collision damage waiver (***) or anything else, but I was charged for it. Later, I was told my credit cards rental insurance couldnt apply because of the *** fee. Their *** has a $1,500 deductible and the repair estimate they sent just happens to fall below that, making me responsible for the full amount.Ive emailed repeatedly to resolve this, asking for:Proof I agreed to the *** Proof the damage wasnt preexisting A copy of any signed rental agreement Proof the car was actually repaired They only sent a timestamp-free video, and ignored the rest of my questions. I was also told over the phone that Im expected to pay based on a quote from a body shop in another state, and that while I can get a second opinion, it wont matter because the rental company can choose not to fix the car at all and still charge me anyway. Thats extremely concerning.This has caused me serious anxiety, especially after finding numerous complaints and a *** News investigation showing this company (********) has a pattern of billing renters for damage and not providing proof of repairs or signed ************ requesting that this charge be fully dropped and that this claim not be sent to collections, as it is still unresolved and under dispute. I plan to follow up again with the company after submitting this.
Business Response
Date: 07/23/2025
Good afternoon. Thank you for taking the time to share your experience. I regret to hear that your rental did not meet expectations. Damage claims are handled directly between the customer, ********************** location or their claim company which in this case is Rockport Auto Claims. We do not receive any information on the claims as all of the documentation is turned over to ********. With that being said unfortunately you would have to contact the Rockport Auto Claims or the rental location directly. The contact information for the rental location is - ********************** and their phone number is - **************. Rockport is ************ or email at ****************************************************.
Thank you
Customer Answer
Date: 07/23/2025
Better Business Bureau:

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

No, the company has not resolved my issue. I initially spoke with someone from Rockport Auto Claims by phone, but after I followed up via email on July 20, 2025, requesting copies of the documents they claim I signed, I have received no response from anyone.

In that email, I CCed both ACE Rent A Car and Drivo Rent A Car, and clearly stated that I was requesting documentation under the Fair Debt Collection Practices Act (FDCPA). Despite this, I have not received any communication or the documents I am legally entitled to.

I am currently being held responsible for a charge of $1,436.26 for what appears to be a very minor scratch. I have not been provided with a breakdown of the charge or any proof that I signed an agreement accepting liability. I requested this information directly, and once I did, I was ignored.

Additionally, according to Rockport Auto Claims, ACE Rent A Car/Drivo chose the repair shop, Auto Damage Appraisers of ********, which is located in an entirely different state. The vehicle was rented and returned in *************, so it raises serious questions as to how a company based in another state was able to fairly and accurately assess the damage.

Lets also be honest: there are numerous public complaints against ACE/Drivo Rent A Car for questionable charges and poor customer service. This is not an isolated experience. Its time for the company to take responsibility for the partners they work with and the claims process they enforce.

Passing me between disconnected companies while ignoring my legal requests is not acceptable. Until I receive proper documentation, a full explanation, and accountability for the process, I do not consider this matter resolved.

Regards,

******* *********
Business Response
Date: 07/28/2025
Good afternoon. As mentioned ACE corporate does not have any information regarding your damage claim. The location at *** is independently owned and operated by ********** A Car and that is who the vehicle belongs to. ***** uses ************* Claims as their claims company to process the information on all damage claims. Any questions or concerns you would need to contact Rockport Auto Claims or you can email ************************* or call them directly at **************.
Thank you
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This was easily one of the worst travel experiences I've ever had. It started with a shuttle that took over an hour to arrive after we landed at ************** though we followed all the provided instructions to the letter and had to call the main office twice just to get picked up. When the driver finally arrived, he was shockingly rude and ***************** the rental office, there were only four people ahead of us, yet it took nearly 45 minutes per customer. One clerk, no urgency, and no regard for the waiting guests. We had booked a full-size SUV, but were informed upon arrival that none were available. No refund was offered because we hadnt booked through their own websiteso our only option was a cramped sedan. They told us to return in two days when SUVs would supposedly be available.Two days later, after another long wait in line, we were told yet again that they had no SUVs. Only after speaking with a supervisor were we finally given a minivan instead.And it gets worse. Upon returning the vehicle after an 8-day rental, we were blindsided by a $4,000 insurance claim for supposed damage to the vehicle. There was absolutely no damage when we returned it. The company provided photos showing black scuff marks that looked like they could be easily wiped offnot evidence of real damage. Ive been disputing the claim ever since, but everyone I've spoken to has been dismissive, unhelpful, and utterly lacking in customer service.The ********************** started 5/17/2025 End Date - 5/25/2025
Business Response
Date: 07/23/2025
Good afternoon. We will review this and respond back as soon as possible. Thank you
Business Response
Date: 07/24/2025
Good afternoon. Thank you for sharing your concerns regarding your rental at *********. I did check with the management of the LaGuardia location. They have applied for adjustments for the issues that you experienced however they cannot actually provide the credit until after the damage claim is resolved. Once the claim is closed is when they can apply a credit for you. Unfortunately, we do not have the information on the damage claim and you would have to contact ************* Claims regarding that. They can be reached at ************ or by emailing them at ****************************************************. Thank you
Initial Complaint
Date:07/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a suburban a month in advance with this company, called a week prior to the trip date to ensure the vehicle would be there and that no issues would arise with the reservation day of pickup. When we arrived to pick up the vehicle for our vacation, we were told there is NO vehicle for you guys, that ***** for you. The company ensured us everything was available come time of pickup. When we arrived we also were told they dont rent these size vehicles. So why was able to secure a rental contract and have the confirmation code of doing so for something this company knew they did not have? Then proceeded to lie to us when we verified 1 weeks out. It is an independently owned piece of Ace rental Car and it should be shut down do to taking advantage of selling products they do not have to rent. They are completely lying to the consumer and seems like it is an ongoing issue given the amount of negative reviews for customers.Needless to say, the unprofessionalism, sarcastic comments from the woman at the front desk only added to the aggravation. I will NEVER RECOMMEND THIS COMPANY TO ANYONE. I called the corporate office and they too were unable to help me and apologized blaming the office for being independently owned, but yet still is allowed to operate a rental car company with no rental cars to give us.
Business Response
Date: 07/23/2025
Hello, Can you please provide your ACE confirmation number that starts with 3 letters followed by 8 numbers or the name on the reservation, dates you rented and the city you rented from? I have looked for a reservation under ***** ******* and cannot seem to find anything. I also looked using the name on the email address and could not find anything. Once I have that information I will check into this for you.
Thank you
Initial Complaint
Date:07/16/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 1st I rented a minivan from Priceline for ACE rent a car (******) in ******, ********. When I arrived to pick up the rental I had rented for my hard of hearing 72 year old father the agent at the rent a center claimed there was no contract. I showed him the ********* contract they agreed to including the confirmation they provided Priceline (#PLS17569992). The car rental agent denied having a contract and due to my father's partial deafness took advantage of him and charged the full $1304. 58 plus a $200 fee for charging it to his credit card. The agent would not listen to me, my father asked me to act as his ears and be an intermediary for this, but the agent refused to acknowledge what I told him. We had no choice, being stranded in the middle of nowhere in another state and my father was growing angrier due to his lack of comprehension and hearing ability, and he simply signed where the agent indicated and paid. My father was so distraught he would not allow me to call Priceline and clear up the issue so the car agency was able to commit fraud. When we returned to our home state I called Priceline. They said the rental company had given confirmation of the rental owing $570. 48 of the $661.48 and then on July 8th when we arrived to pick it up they cancelled the contract. The car rental agent even told me whatever I "paid that other company" had nothing to do with them". ACE rent a car - Denver committed fraud and would not honor their agreement with Priceline by cancelling the deal and denying they ever had one to begin with then charging us full price and adding additional charges to our bill. I am seeking a refund for the difference between the price ACE RENT A CAR-DENVER agree contractually to with my booking through Priceline of the difference between what they charged us and what they had originally confirmed to charge.
Business Response
Date: 07/21/2025
Thank you for taking the time to share your experience. I regret to hear that your rental did not meet expectations.
After reviewing your reservation, I can confirm that the base price for the vehicle remained consistent. The additional charges you saw were for insurance coverage, prepaid fuel, and roadside assistance. Please note that all of our rentals require full coverage insurance, which includes both collision and liability. If this coverage isnt provided, were unable to release the vehicle.
We do offer the option to use your own personal full coverage insurance, provided it can be transferred to a rental vehicle. In those cases, a declaration page must be presented at the time of pickup for verification.
Because these services were selected at the counter, they would not be visible to Priceline, as they were not part of the original online reservation.
Regarding the $200 charge, this was not a fee for using a credit cardit is a refundable security deposit required for all rentals. Once the vehicle is returned, the deposit is released, but depending on your bank, it may take up to *********************************** your account.
If theres anything else youd like us to review or clarify, please feel free to reach out.
Initial Complaint
Date:07/16/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle from ACE Rent A Car in *******, ** and was led to believe that purchasing their insurance was mandatory. Despite showing proof of my valid North Carolina auto insurance on my phone, I was told it would not provide full coverage in ******* which is incorrect. I only accepted the coverage due to this ***************** addition, I was charged toll violation fees that were not verbally disclosed during the rental process. The representative did not explain toll policies or options, which I feel was intentionally misleading.I am requesting that ACE review surveillance footage during the rental process, which should show that I showed my insurance on my phone and was not properly informed. This footage could prove my claims and demonstrate their sales practices.
Business Response
Date: 07/22/2025
Good afternoon.
Thank you for reaching out regarding your charges for your ******* rental. As soon as we have more information from the rental location I will get back in touch with you.
Business Response
Date: 07/23/2025
Thank you for taking the time to share your rental experience. I regret to hear that your rental did not meet expectations. I can confirm that the management team has reviewed the video of the interaction between the customer and the agent. The agent advised the customer properly that the policy that was provided at the counter would not fully cover the rental vehicle which is why the customer opted for the partial damage waiver. The toll pass was clearly offered and the customer declined it, stating that they were familiar wit he toll roads in ******** The mangement feels the customer was not misled and that all charges were properly explained and the rental agreement was signed accepting the partial damage waiver and declining the toll pass. The toll charges reflect actual usage, and the terms were outlined in the contract that was signed. With this being said there is no refund due to the customer. I have attached a copy of the signed rental agreement and a copy of the final invoice. Thank you.
Customer Answer
Date: 07/23/2025
Better Business Bureau:

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

I was not informed that the damage waiver was optional. This was never communicated to me verbally, which would be evident if the video footage was properly reviewed. It is misleading for management to claim that I was offered the waiver as if I had the opportunity to accept or decline it. I was charged for something I was not given the choice to opt in or out of, and therefore, I am requesting a refund. There have been several reviews posted that this company takes peoples money this way and at this point I feel a lawyer should be involved. They are very unprofessional.

Regards,

********* *******
Business Response
Date: 07/28/2025
Good afternoon. The Terms and Conditions state on the *** website as well as all third-party websites the following- " Proof of FULL INSURANCE COVERAGE that is transferable to the rental vehicle must be presented at the time of pick up. Otherwise, CDW and supplemental liability insurance will be required at the rental counter." The initials provided on the rental agreement show that you were charged appropriately for what was signed for. There will be no refunds. Thank you

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