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:09/26/2023

  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.

  My name is ***********************. My complaint is regarding the LA location.Check the documents I uploaded for the info. The agent manipulated me into buying the coverage even though in the reservation I already specified that my insurance covers it. Like a doofus I signed everything, got the car and drove 2 hrs to *********** from the LA location. Dodge charger 23mpg.After areiving in *********** I realized my bill basically doubled and that I didn't actually need the coverage so I called the office. The guy who answered said i needed to come back into the office and sign some papers to get it resolved, I asked if he could email me the docs so I could sign online and he was very rude after that, so I asked for a supervisor and he hung up on me. I drove the 2 hrs (124miles) to the office. I spoke to who i think was the phone guy. He said I needed to speak to a SUPERVISOR. I spoke to her she said talk to the agent who you signed the papers with. I talked to him and he said he can't change anything and to call corporate. I called corporate 3 times, left 3 messages within 2 days and they didn't get back to me so I just tried all of the different departments listed on the phone robot voice thing. FINALLY got through to someone. He was a nice guy and said he'd escalate it to his sup, but that I'd need to GO BACK to the office. I've already driven 248 miles ($54 in gas) and he says I have to do that again. Even then, there's no guarantee of getting this problem resolved. I'd like a refund for the coverage I never needed in the first place and a reimbursement for the gas money I spent going back and forth. I can't get into contact with the location because the phone guy keeps leaving me on hold indefinitely.

  Business Response

  Date: 09/29/2023

  Hi, Dallin. Thank you for bringing this to our attention. I have brought this issue to the attention of the location manager and can provide updates as soon as I hear back. In the meantime, please feel free to reach out with any additional information or questions that you may have. -********* 

  Business Response

  Date: 09/29/2023

  Hi, Dallin. I spoke with the location manager and they advised me that they tried to call but that you hung up, then they were unable to leave a voicemail upon calling back. 

• Initial Complaint

  Date:09/25/2023

  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.

  *** overcharged me and refuses to rectify after multiple contacts. My receipt is not matching my booking invoice. I declined insurance during a video check in at the location, noting that my personal insurance would cover it. This call was recorded if you could please review it.The fees are also appearing differently, for instance the tourism fee is higher than my booking invoice.Please note that I did in fact decline insurance option during the check in process. This is on a recorded video, because I started with the virtual agent. So you can check that.Please also note that after the agreement was printed with my signature on it, I brought the price difference to the attention of the employee assisting with the car - BEFORE I ever left the lot. He looked at both invoices which I have also provided you, and assured me it was just the hold. Thus I took his word and left the lot.After returning and being given a final receipt, I again voiced the discrepancy to the agent at the desk, and he referred me to customer service, who declined to adjust. At every single step of the process I made it clear I wanted to decline insurance and brought the discrepancy to the attention of your staff before leaving the lot. There is nothing i could have done differently to make it more clear, and the error is on your staff.

  Business Response

  Date: 09/26/2023

  Hi, *******. Thank you for taking time to provide feedback on your rental experience. I hate hearing that you were not satisfied with the service that you received at our *********** location. I can see on my end that the location did use your insurance, but the additional charges were for optional coverages in addition to your insurance. I have attached your summary of charges and rental agreement that shows opting in to these coverages. I have reached out to the location manager for more information on this and will send updates as I hear back. In the meantime, please do not hesitate to reach out with any questions or additional information. I look forward to being able to assist further. -********* 

  Customer Answer

  Date: 09/26/2023

  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. 
  
  Hi ******,

   

  Thank you for your response. 

  Please understand I opted out of all additional coverages and as soon as the agreement was printed, I brought the price discrepancies to the attention of your staff before leaving the lot and in fact also provided my booking invoice and asked them to match the price. The staff reassured me the price difference was only due to a security hold. This was misinformation on the part of your staff and charged being added without my approval. Please refund.

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

  
  

  Customer Answer

  Date: 09/26/2023

  This is my original invoice from booking, this is the total I agreed to pay. The company up charged me, when I brought it up assured me it was just a hold, and now will not refund. Thats fraud.

  Business Response

  Date: 10/02/2023

  Hi *******, I have reached out to the location manager on this and will provide an update as soon as I hear back. -********* 

  Business Response

  Date: 10/03/2023

  Hi *******. After speaking with the location manager, we were able to refund the additional charges. If there is anything else that we can assist with, please do not hesitate to reach out. 

  Customer Answer

  Date: 10/04/2023

  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:09/25/2023

  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 vehicle from Ace in *************** 8-15-23. I was quoted a price of $311.25 for a Dealer's Choice or similar vehicle. I was offered a pickup truck. I told them I was physically unable to drive a pickup. I was given a Dodge Charger. I asked them if I would be charged an upgrade for this type of car. To which he responded that I would not. I took the vehicle and spent the night in ***************, but I returned it less than 24 hours later on 8-16-23. At that point I was given a Totoyta Camry. I drove the Camry to my final destination in St. Lucie ******** The Camry was fine until 8-21-23 when it cut off while driving giving an error "charging system malfunction" and the check engine light came on. We were forced to reluctantly and nervously drive the car 2 hours back to **************** We were concerned the car would shut off on the highway. *** offered no assistance in towing, and did not allow us to drop off at a closer location. They were rude and unapologetic on the phone continuously stating it was a "brand new vehicle". We were given a ****** Murano that evening and drove 2 hours back to our destination. When we got into the vehicle the next morning we noticed a strong smell of smoke, and saw the vehicle had not been cleaned. I called to let them know my concerns, but I did not want to drive back, so I kept the car. When we returned the vehicle and received the final bill we saw an upgrade charge. We were told that they never said we wouldn't be charged an upgrade. I said I wanted to see the camera footage as proof. Also the representative told me that all of the vehicles given to me were in a lower class than the pickup truck. I have been trying to resolve this issue with *** on my own. The manager will not return my phone calls or emails, and is never in the office when I call. Due to all of the issues and inconveniences, I would love to request a full refund. But all I am requesting is to have the upgrade charge $182 plus tax refunded to me.

  Business Response

  Date: 09/26/2023

  Hi, ******. Thank you for taking time to provide feedback on your rental experience. I hate hearing that you were not satisfied with your rental experience. I would be happy to look into this further. I can see that a chargeback for ****** was filed on 9/18. Typically, once a chargeback has been filed, we are unable to provide a refund. I have reached out to the location manager for review and I will provide updates as I hear back. In the meantime, please do not hesitate to reach out to ************************************* with any questions. -********* 

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********. I see that the chargeback has been addressed in my account. However, I do want to express how unprofessional this entire experience was. I reached out to the manager via email and called in for over a month with no response back to address the issue. **************** was also zero help as they were not able to provide assistance to their customers regarding this branches inability to address customer complaints/concerns. 
  

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

• Initial Complaint

  Date:09/21/2023

  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.

  Initially, I booked a 7 day rental on Booking.com with ACE Rent A Car paying $344.20. I ended up having a medical issue and had to be hospitalized for 5 days. I called and let them know of my issue and told them I need to extend it and it will be parked until I return it. They ended up charging me and additional $624.70 for the second 7 days, of which the car was parked for 5 days. I don't mind paying for the price extension, but paying over double from the initial rate is price gouging. I have tried calling 7 times. Only twice I was able to get through. Promises are made to call me back, but nobody has called back. Thus is excessive and this company definitely takes advantage of people. Just read reviews for ACE Rent a Car. They have a 1.8 star rating. I wish I would have read these reviews prior to booking. Unfortunately, this is a very unprofessional company based on all the comments provided. I would expect a refund of approximately $300 to make this right and not pursue further action.

  Business Response

  Date: 09/25/2023

  ****************. Thank you for taking time to provide feedback on your rental experience. I hate to hear that the service you received did not meet your expectations, especially during a difficult time. I hate reached out to the location manager for more information and will provide more details as I hear back. In the meantime, you can direct any questions to ************************************** I look forward to being able to assist further. 

  Business Response

  Date: 09/25/2023

  After looking into this a bit more, it looks like you have already filed a chargeback from ACE back in August for $200.

• Initial Complaint

  Date:09/14/2023

  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.

  My name is *****************************, and I would like to present this claim because initially I made an online reservation of a Volswagen jetta or similar since August 5th to 19th for $680. At the time to pick up the car at the *************** airport- Ace Car rental, in the counter they indicated me that I had to pay an additional insurance. I explained to them that my credit card **************** covers the insurance and that every time I rent a car I don't pay insurance. In the counter they insisted too much telling me that if I didn't pay for the insurance they were not going to give me the car. I paid in total $1001.55. The true is that I took it but knowing that that was not suppose to happen because it was not my first time renting a car, and with *** was the third Time I do it. So I strongly consider that what they are doing is giving fake or false ************************* in their website because at the time you go to the counter to pick up the car the prices will change. I ask for a refund of the extra money ($321), but they answered to me very rude. I am an American citizen and I am just complaining because it is not just what they do.

  Business Response

  Date: 09/18/2023

  Hi, ******. Thank you for taking time to provide feedback on your rental experience. I hate hearing that your experience did not meet your expectations. Regarding insurance requirements, we do require renters to present proof of full coverage at the counter in order to use their own insurance. Details of renter requirements can be found on the booking site prior to reserving your rental or directly on our site at *******************************************************. Did you present your proof of coverage at the counter? If so, please let me know and I would be happy to look into this further. I look forward to hearing from you.

  Customer Answer

  Date: 09/19/2023

  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 did tell them at the counter that I already had an insurance provided for my card, and that last october I rented with them too and they didn't charge me more for the insurance.  

  I attach proof. 
  
  Regards,
  
  *****************************

  
  

  Business Response

  Date: 09/20/2023

  ****************. After looking into this further, I can see that we had a previous ticket open for this incident and found that the credit card coverage that you provided covered collision insurance (CDW) but not liability insurance (SLI). As stated in the terms and conditions, we require all renters to present collision and liability coverage or to purchase this coverage at the counter. I have attached a copy of our terms and conditions for reference or it can be found directly on our site at *******************************************************. It looks like the counter agent did accept your collision insurance through your credit card, and the additional charge was for liability insurance coverage. I have attached your itemized final invoice for reference. If there is anything else that we can assist with, please do not hesitate to reach out. 

• Initial Complaint

  Date:09/13/2023

  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 was involved in an auto accident 0n 4/15/23while in *****, ** using an Ace Rent-A-Car vehicle. State ***************************************** have covered the damage costs of the rental vehicle and the vehicle I accidently rear-ended, however Ace Rent-A-Car through Rockport Auto Claims is charging me for an appraisal **** diminished value **** loss of use **** ******* fee. After starting the process with insurance, Rockport Auto Claims provided a new list of fees which nearly tripled the admin **** the loss of use fee was increased by 3 days worth even though the car was already in possession by Ace Rent-A-Car, and the diminished value fee (40% of physical damage) went up about 1.5x in proportion to the cost of damage being increased almost 3x. State Farm has told me these fees are unnecessarily inflated and to contact agencies to report it. I have contacted and filed complaints with the ***** of ********************** Services, ** ***** of ********* Services, ************************* and now the BBB as instructed by an agent at the ** ************************** A supervisor at Rockport Auto Claims has been unprofessional to talk with and hung up on me while discussing charges, ******* "it's listed in the contract, you have to pay!" The regional customer service manager at ****************** is getting involved and agrees these fees are excessive, inflated, & "not normal". He is looking into things on Ace Rent-A-Car's end along with Rockport Auto Claims. State Farm has told me that via their policy they cannot cover any more fees since they only cover damage costs to my vehicle and the car I rear-ended. They encouraged me to pursue this as well and said it appears to be fraudulent. I still have yet to be provided itemized lists of EVERY cost and an explanation on why costs dramatically increased.

  Business Response

  Date: 09/18/2023

  ******************. Thank you for taking time to provide feedback on your rental experience. I understand that this situation would be frustrating and hate hearing that you have not had a positive experience. I have reached out to the location manager for this and will respond to you with updates as soon as I have more information. In the meantime, you are always welcome to contact ************************************* with any questions. 

  Business Response

  Date: 09/25/2023

  After looking into this further with the location manager, I was able to get a more detailed explanation for the increase in your second bill from ********. Per the location manager, the vehicle had a supplemental estimate done which is where the first number comes from. After tear down of the vehicle, more serious damage was found, which is why the bill was more than the original estimate. All of the fees are a percentage of the estimate total. When the estimate total was higher, so became all of the other fees etc. It also sounds like Rockport has been willing to negotiate some of the fees as a courtesy if you contact them at *********************************. 
  

  Customer Answer

  Date: 09/25/2023

  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:09/08/2023

  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.

  First of all, I have called this company about 4 times. All of the people I spoke to said a supervisor or manager will be getting back to me. I havent heard anything in days. When I first rented the car I was quoted at $400 total for my transaction. When Ireturned the car, my card was charged $704!!!! I called them right away and they said the issue will be resolved and I will get a refund. Still that NEVER happened. Now my card is charged a ridiculous amount and I have to wait here for them to contact me still. They arent responsive or reliable in this matter.

  Business Response

  Date: 09/11/2023

  Hello, **********. Thank you for taking time to provide feedback on your rental experience. I hate to hear that you are not satisfied with the service that you have received this far. I have located your reservation and can see that you were mistakenly charged an additional $270 for an extension. We processed a refund for this amount on 9/8 and it should be available to you within 5 business days. I have attached your final invoice that lists the refund as well for reference. Again, I hate that you have not been satisfied with the service you've received, but if there is any other way that I can assist please let me know. We hope to have another opportunity to serve your rental needs in the future. 

• Initial Complaint

  Date:09/06/2023

  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.

  We went through price line to plan our vacation. I did a bundle package. I had a plane, hotel and car in the bundle. I had put on the reservation for 5 people and 1 baby a total of 6. The plane understood the hotel understood. I get to the car rental place (Aug 31st 2023) and they want to give me a **** Fiesta (fits 4 people). I told them it was not big enough and they said I had to upgrade to a bigger vehicle and it was a extra charge. This was not my fault they didn't understand the need for 6 people. I should not be charged for a issue that was not my fault. Then you talk to a person on a tv screen. The person I talk to said the vehicle comes with standard coverage do you want to upgrade to a better coverage that will cover the vehicle if anything should happen at a additional charge? I said No. what he did not tell me is there was a charge for the standard coverage. I didn't want or need any extra coverage. I have insurance that pays for rental cars. Then on Sunday ( Sept 3rd 2023) the battery in the remote died. we were up by the **************. the vehicle does not start. I called *** and they said bring the van back and they would fix it. Again they didn't understand I was stuck up on the hill in Hollywood. The friends we were with took me to a auto parts store to get a battery. I wasted part of my day doing this. The car rental place said they would reimburse me $25 for the battery and the time I lost. This is not acceptable. I choose to bring the vehicle back on Sunday (Sept 3rd 2023) because the car rental place wanted me to leave the car at some other place at my own risk. They were not open when I needed to bring the car back on Monday (Sept 4th 2023) @ 3:30a. I had to be to the airport by 4a. The car rental place charged my credit card $903.87. I should not have been billed for anything I paid for my car rental in my price line purchase total. I have never had issues like this before.

  Business Response

  Date: 09/11/2023

  Hi, ****. Thank you for taking time to provide feedback on your rental experience. I hate to hear that you were not satisfied with the service you received during your rental experience at our *********** location. Regarding the insurance charge, all renters are required to present proof of full coverage insurance or purchase coverage at the counter. This information can be found in our terms and conditions prior to reserving your rental or directly on our site at *******************************************************. I understand your frustration at being inconvenienced during your travel. I did however see that you were refunded for the cost of the battery for the key fob as well as an additional $100 as a courtesy. I have attached your final invoice reflecting all charges and refunds. If there is anything else that I can do to assist, please let me know. I hope that we will have another opportunity to serve your rental needs in the future.

  Customer Answer

  Date: 09/11/2023

  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. 

  
  I  went through Price line to book my flight, hotel and vehicle.  I have never had a issue like this before.  The car rentalplace never asked for the proof of insurance.  Thiswas not my fault.  I don'tthink changingme $903. Is acceptable.  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 09/12/2023

  I understand your frustration on the issue but unfortunately cannot provide any further compensation aside from the $125 that was already credited to you by the location. Regarding the insurance that you were charged for, this was additional loss damage coverage that you opted into at the counter. I've attached your signed rental agreement for reference. If there are any additional questions, please let me know. 

  Customer Answer

  Date: 09/12/2023

  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. 

   

  There will not be any resolution to the issue. This is a scam of a company. I want this to stay on the BBB file for anyone interested in this company to read. I will continue to spread the bad word on this company.  I have already put on Facebook,  Yelp,  BBB, I have done a review and I have went to Price line. I will continue with my efforts on making sure everyone from everywhere (all states) are aware of the scam that this company plays. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  Company is using deceptive practices to induce customers to buy insurance and other up charges. The acts they are perpetrating are willful and fraudulent. I booked a rental and upon arrival to the location I was told that it was their policy that I was required to purchase insurance through them because I was a local renter. I refused and was denied a rental. On further review I found out that this was not their policy. Their policy is that if you do not have full coverage you must purchase insurance through them. I contacted the location, customer service, and headquarters to no avail. They are fraudulently doing this to most customers.

  Business Response

  Date: 08/31/2023

  Thank you for taking time to provide feedback on your experience. I hate to hear that you were not satisfied with the service that you received at our *********** location. Local renters generally have additional requirements to qualify, but customers are not required to purchase insurance from ACE unless they are unable to present their own full coverage insurance upon vehicle pickup. All of our terms and conditions including renter requirements can be found online on our site. I've linked the *********** ACE terms and conditions for your reference: *******************************************************. If we can assist in any other way, please reach ** at ************************************* with the confirmation number on your reservation and we would be happy to look into it.

  Customer Answer

  Date: 08/31/2023

  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 business restated their policy as their response. They are not following their own policy and it is to their financial benefit. I contacted their customer service before this and they said the exact same thing. They didn't ask who was the employee that gave me the wrong information, the manager didn't even call back. I believe that they are ripping off customers to boost their numbers, turning a blind eye and profiting from it. No way should they have a A+ rating! 
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/21/2023

  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 4-23-2023, via the internet, I used rentalcars.com to rent a car at *******, **, ********* International Airport paid $135.89 for a 3-day rental. On 4-24-2023, via the internet, I used rentalcars.com and paid $48.00 for collision insurance for the rental. Most of my rental fees should have been paid for via rentalcars.com. However, when I received my final invoice from *** Ren A Car, I owed an additional $131.02. This amount is incorrect for the following reasons: 1) The *** Voucher - Rate Charge was already paid to rentalcars.com. 2) The Collision Damage Waiver - Sedan was already paid to rentalcars.com. 3) The Roadside Assistance was not requested. I called ACE Rental Car and spoke to a representative; however, the individual did not try to understand my explanation and declined to do anything. I filed a dispute with Citibank credit card, I am not sure what was discussed; however, it appears ACE Rental Car is determined to overcharge me. If ACE Rental Car does not correct this matter, my only other option is to reach out to ******* Attorney General and call out ACE Rental Car predatory business practices.

  Business Response

  Date: 09/05/2023

  Hi, ********. Thank you for taking time to provide feedback on your rental experience. I hate to hear that you have not been satisfied with the service that you have received this far. I would be happy to look into this further for you. I'm unable to find a reservation in our system under your name. Can you reach out to ************************************* with your reservation number? We look forward to hearing from you. -********* 

  Customer Answer

  Date: 09/06/2023

  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.]

  I am responding to BBB Complaint ID: ********. I was asked to supply a Reservation Number. I reserved my car rental via Rentalcars.com. I only have Rentalcars.com Reservation Number. Please see below; it the confirmation email that Rentalcars.com sent me. It shows that I paid for a 3-day car rental and CDW Insurance. In the bottom most part of this email, I highlighted the duplicate/overcharge/unrequested charges.

  Hi ********,
  

  
  Thank you for booking through Rentalcars.com.
  
  Your voucher is now available online to print by clicking through the Manage my Booking button below. You can also review your reservation, or make changes here too.
  
  

  Manage my booking

  
  
  Please carefully check to make sure all your travel details are correct.
  
  Things to remember when picking up your car
  Your voucher.
  A valid credit card in the main driver's name.
  Your Driving Licence (Both parts if applicable).
  
  Please also check the Terms and Conditions of your reservation to make sure you do not need to take other forms of identification with you when picking up the vehicle.
  
  At the ACE Rent A Car counter, you may decide to buy additional cover to reduce or remove your excess, or to cover things your Collision Damage Waiver (CDW) doesnt, such as tyres and windscreen.
  
  Please Note: If you do buy a policy from ACE Rent A Car, that contract will be between you and ACE Rent A Car. Since Rentalcars.com will not be involved at all, we won't be able to help if you're dissatisfied with the cost of their policy or the cover it provides.
  
  ********** Wild Card or similar
  Booking Reference Number: 763027878
  Supplier: ACE Rent A Car
  
  Pick-up details:
  ************ - Other
  City: *******, **
  Location: ******* Airport
  ****, Rental Car **************, **************************** Intl Airport, ******* (***), *** - Other, 30337
  Date: 26 Apr 2023 22:30
  
  Drop-off details:
  Location: ******* Airport
  ****, Rental Car **************, **************************** Intl Airport, ************), *** - Other, 30337
  Date: 29 Apr 2023 13:00
  
  Total Cost: **$183.89
  Flight number: 2259
  Requested extras: RentalCover CDW - PrePaid x1
  ****************************** We hope you enjoy your rental.
  
  Kind regards,
  Rentalcars.com
  
  
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 09/06/2023

  Unfortunately, I am not seeing a confirmation number in the email that you pasted in and am still unable to locate a reservation for you with the information provided. Our confirmation numbers begin with 3 letters followed by a series of numbers. If you are unable to find your confirmation number, please respond with the pick-up location and date as well as the name that the rental was reserved under. I appreciate your patience and will look into this as soon as I have the information needed to locate your reservation. -******