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 Northern Maine Regional Airport

  650 Airport Dr Presque Isle, ME 04769

• 

  ACE Rent-a-Car

  212 Airport Rd Lewis Run, PA 16738

• 

  ACE Rent A Car

  4901 Wilkinson Blvd Ste C Charlotte, NC 28208

• 

  ACE Rent A Car

  1137 Patton Ave Asheville, NC 28806

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:04/24/2023

  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.

  Returned rental before scheduled time at ******************* Airport but got a call the following day that car had not been returned.I dealt with literally every employee they had working there at the time. I returned the key to the person working the floor and mentioned that I'd noticed a chip in the windshield that I'd missed when I filled out the initial inspection report. This led to me needing to fill out an incident report. The guy I'd initially dealt with didn't know how this form was to be completed, so a woman that was working in the booth had me fill out the form while he watched. A second, older guy, was also there and told me that in comprehensive insurance I'd paid a lot extra for might not cover the chipped windshield. The final employee that witnessed my return was the inspector who needed to come back to the booth for the keys so he could check the interior.

  Business Response

  Date: 04/28/2023

  *****,

  
  Thank you for reaching out to us through the BBB. Since a damage claim has been opened for the vehicle you will need to reach out to the rental locations claims department. Their claims department is Rockport Auto Claims. Their phone number is ********** and email is ******************************

  Thank you,
  ACE Customer Care

• Initial Complaint

  Date:04/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/7/23 -4/16/23 ACE Rent a Car *** 600 *********** Suite 303 Rental agreement *** - ****** Car # IFMT592272 $750+ Cockroaches and overcharged fees.We never got any return calls from messages left during the week or spoke to a Manager regarding our issues. Not even a response to our email sent on 4/16/23. ACE provided a Cockroach infested vehicle that had baby to full adult bugs in car which means that car has had that condition for at least 6 weeks + and has eggs. Not one employee was concerned or apologetic or offered a feasible solution or the attention of a manager. Price listed on quote are not what's charged. Misled by the agent checking you in on what is needed. They make false statements that someone will call us or email us. We stated our issues they said ****** would contact us. ****** is the automated bill generator email not a person or manager as they led us to believe. They do not show their fees or added fees prior to renting just on the actual moment you pick up. They quote and you reserve on a day rate which then doubles or more on pick up. They know what fees they will be charging and what the cost is. They should show it at the time of quoting not when stuck at the counter trying to get onto vacation. We could not use that car as was intended when rented because at night the cockroaches were all over the interior of the car. We traveled with plastic bags on us, and our items. We only drove in the day. It limited our time and what we could spend in *****, **************. They never called ** back during our rental week when we realized the cockroach issue. They disappear during the rental. We should get our money back for the infestation of roaches, for the inability to use the vehicle, for the fees that were not disclosed prior to and overcharged, misled. We have photos and will send when we get a response.

  Business Response

  Date: 04/28/2023

  
  Good day,

  
  Thank you for reaching out to us through the BBB. We do take complaints of this nature very seriously and would love to look into this further for you. At your earliest convenience can you please provide any pictures of the cockroaches. Please email us at [email protected] you reach out please also provide your ACE confirmation number starting with three letters.  I show that you did reach out to the rental location about this as well and they offered to fix this but you declined because you were in key west. I show also that you were okay enough with the vehicle to extend for an additional two days past your originally booked drop off time of the 14th.***** is the rental location manager for ***. When we receive the pictures to our email we will make sure that this is escalated on our end to investigate your case further. Can you be more specific with the fees you're questioning. The only items I show you were charged for were insurance  and the toll package that you purchased when you picked the car up.

  Kind regards,
  
  ACE Customer Care

• Initial Complaint

  Date:04/09/2023

  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 booked a ACE Rental through a military third party (American Forces Travel) and was told i would pay $288.56. Upon arrival to *** Airport to pick up the car the clerk added 500+ of charges that she informed that would be refunded if we brought the car back in the same condition. When the car was brought back in perfect condition i was still charged 800+ dollars and customer service basically said they could do nothing about it.

  Business Response

  Date: 04/11/2023

  ***, 

  Thank you for reaching out and we appreciate you reaching out to us through the BBB. Unfortunately, we are not able to talk about this reservation with you since you are not listed on the rental contract. We are only able to assist the primary driver further with this inquiry. 

  Kind regards,

  
  ACE Customer Care

• Initial Complaint

  Date:03/28/2023

  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.

  On March-3-2-2023 I did a transaction by priceline for a rental car on Ace rent a car in Maui, **. We used my wife's credit card paying the full amount of the rental car for $331.On 3-20-23 We arrived to Maui, **, We called Ace to pick up us in the airport, and get the rental car, so we arrive to ************ In the beginning one assistant attending us virtually, and he asked us for a deposit and a credit card, but he didn't accept the same credit card the one that we used to make the reservation, so with a litte trouble, he accept my **** card, but they told us, that they will return our deposit when we return the car. But they didn't return my deposit, they charged me more $ money on my **** card.On 3-24-23, we arrive to the car station at 5:45 pm to return the car, they closes at 6pm, but the station was closed already. So we didn't have a transport to the airport, they didn't have a shuttle for us, because they was closed, I was with my whole family there and my luggage, asking assistance by phone, they just apologized and told us, we need to figure out the transportation with an uber, because they were close. Next day they send an email with invoice that they charge me again $260.41 on my **** card for the 5 days, for cleaning fees. The cleaning fee is not on the contract, the person who I was spoke to didn't say anything about it.I been rental cars before and have never been charged extra for cleaning fees. We were on vacation, not for washing cars. I called to the company on Maui, **, and they told me that is because we used the car and it was with beach sand, what do they expect, we visit Maui to know his beaches, not for car washes. I ask for my refund of the $260.41 for the extras they are charged for the 5 days. And $50 for the inconvenience of the no shuttle. I had already paid my rental car with fees, The total they charged me was$591. When I was only supposed to pay $331. I asked the total of $310 dlls. I attached the receipts and contract. Thank you.

  Business Response

  Date: 03/31/2023

  Hello,

  
  Thank you for reaching out to us through the BBB. I've gone ahead and opened a ticket on your behalf so we may further investigate your case. When I receive additional information on the case I will update you via email accordingly.

  
  Thank you,
  
  ACE Customer Care

  Customer Answer

  Date: 04/02/2023

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

• Initial Complaint

  Date:03/27/2023

  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.

  We rented a car from Ace Rent A Car at *************************************************************** on March 3, 2023 for a period of 10 days. We already paid edreams for the rental of ****** USD and we only have to pay the upgrade which was **** USD per day. On the contract, it say ****** USD but we were charged ****** CAD on March 13, 2023. We have contacted ACE but all they tell us is a ticket has been opened but no contact from them. We want a refund of the money the overcharged us with.

  Business Response

  Date: 03/31/2023

  Good Morning, 

  
  Could you please send over your ACE confirmation number starting with three letters followed by seven to eight numbers so I may look into this further for you? If you have your rental contract number that will also work as well.
  
  

  Kind regards, 
  
  ACE Customer Care

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car at Ace Rent A Car thru a third party company. When I needed to adjust my reservation due to a flight change, the third party company (rentalcars.com) kept transferring me to Ace Rent a Car, when I tried to adjust it over the phone they said they would need to connect me to the Ace Rent A Car where I was renting from, but the call never went through. I tried to do this change online, but I would receive an Error Message. I tried to adjust the reservation for 4 days prior to arrival (3/12/23). Unfortunately this location does not have a single telephone in their store location. An employee confirmed that to me when I arrived. They did not try to resolve the following issue Upon arrival I was 7 hours late to my reservation due to a flight change and delayed flights. I discovered that they canceled my 12pm reservation when I did not arrive on their time, and despite plenty of cars available, I had to pay $120 more for a premium vehicle or drive a 15 passenger van at the price I reserved (I was traveling alone). I went with the premium vehicle, but it did not have premium features, it was a standard compact suv. Upon returning the rental car, they gave me a shuttle ride in a van to the airport, where I discovered that they did not have operating seatbelts. They had taped over the buckle. They drove customers in rush hour airport traffic (8am) without operational seatbelts. I took pictures because I felt unsafe and given my experience when I arrived and having no way of contacting or adjusting the reservation, I feel as if this company is not customer-friendly, or cares about their safety.

  Business Response

  Date: 03/24/2023

  Hello **************,

  The photo sent does not provide us any information.  It is a photo of maybe people standing in line or something.  Can you provide a confirmation number for your reservation so we can look into this for you ?  Confirmation numbers start with 3 letters followed by 8 numbers.   Thank you 

  Customer Answer

  Date: 03/24/2023

  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.]

   the picture is PROOF that this rental car companys shuttle does not have operational seatbelts and put customers safety at risk. 

  The picture was not an accidental image taken, it was taken purposely while riding in the shuttle. 
  

   

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

  
  

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from ACE Rental Cars through a 3rd party site called rentalcars.com where they advertised unlined miles. I disclosed at the time of booking and at the time of renting my destination was *******, ********. When I got to *******, ******** my credit card was charged an additional $1301 with out my knowledge by Ace Rental Car Compony for going to ********. I talked to a customer service rep that said it would be returned with my deposit but it was not. I also sent an email where the representatives response had nothing to do with my situation.

  Business Response

  Date: 03/22/2023

  Hello,
  
  We would be happy to investigate this situation for you. Are you able to provide us with your ACE confirmation #?
  
  *******

  Customer Answer

  Date: 03/23/2023

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

  
  in their response ACE Rental Car requested my confirmation number to look into my situation. 

  My Booking Reference Number: ********* from rentalcars.com my agreement number is DFW-17790.

  I also sent a screenshot of my attempt to resolve the issue by contacting ACE on their webpage and the agents failure to address my concern at all. In addition to this I talked to a representative from ACE who seemed to agree with me and told me to look for a refund that never came besides my $300 deposit. In addition to this I informed the ACE rental car agent ************** was going to *******, ******** when I rented the car and he never mentioned a $1000 fine and he even suggested places to eat and things to do in *******. I was hurried through signing on the screen while the agent gave me short explanations about what was in the documents I was signing, leaving out key pieces of information such as I would be fined $1301 for going to the location I just told him I was going to. The Agents name was ****************

  Business Response

  Date: 03/31/2023

  Good morning,

  
  I've reviewed your case and show that you signed and accepted the terms of the rental contract in acceptance. Within the rental agreement and our website we do have the geographic restriction listed. Please reference below for your records. Unfortunately, we are not able to provide a refund of this. 

   

  Geographic Restrictions
  Vehicles are restricted to travel only within the states of *****, *********, ******** and ********. Traveling outside of ********** listed above will result in fines up to $1000 USD.

   

  Kind regards, 
  
  ACE Customer Care

  Customer Answer

  Date: 04/01/2023

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

   

  there is no way to know there are geographical restrictions when booking through rebralcars.com you simply advertise unlimited miles. ** the consumer thinks they are good for their trip. Once they actually pick up the car they are hurried up to sign paperwork at the counter that is not explained to them or even showed the entire content of, just an employee skipping to the last page and saying sign here.This is an extremely deceptive business practice that preys on familys on vacation. If you read your reviews on ******* yelp or BBB numerous people have felt deceived by your business. 

  
  

• Initial Complaint

  Date:03/20/2023

  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.

  I made a car rental reservation for February 22nd to March 2nd. My reservation confirmed at a price of $245 which included (daily rate + airport fees). When I arrived at the airport booth the agent required me to purchase liability insurance (something not made aware to me prior; usually a renter is soley required to provide collision only) In addition to this my airport fees were now doubled the original reservation price. My total bill increased nearly 100% from $245 to $414. I felt entrapped because I was quite a distance from my final location and I knew renting from another company last minute was sure I to be just as much or potentially more. I have reached out to both the agents at ***** Airport as well as personel at ****************** Neither party will acknowledge the dishonesty of the situation claiming there is nothing they can do to help. I am a reasonable person and am willing to compromise with a partial refund of $100 to at least cover the inflated airport/extra surcharge fees. No one will hear my complaint and plea so therefore I am turning to the BBB. I hope you can help me retrieve some of my extorted money. Thank You. Attached is my initial reservation and the amount I was later charged at the pick up booth.

  Business Response

  Date: 03/22/2023

  Hi *****,
  
  Thank you for reaching out to us. Per our response on our internal incident:
  
  I have reviewed your rental documents and wanted to make sure that we could connect again and discuss. 
  
  
  While I cannot issue a refund on these charges, I can offer an explanation to provide clarity on your bill. Your final bill was $188.88 higher than your original reservation. This $188.88 additional amount was for the purchase of liability coverage at the counter. The coverage itself was $19.99/day, which came to $159.92 for the entirety of your rental. This product is also taxable, so this purchase increased the Sales Tax by $11.19 and the Airport Tax by $17.77. These three charges gave us the $188.88 extra ($159.92 + $11.19 + $17.77).
  
  
  I've attached a copy of your signed rental agreement and final invoice receipt for your records. If you have any additional questions, please let me know.
  
  We are unable to change our stance on this matter.
  
  *******
  ACE ****************

• Initial Complaint

  Date:03/13/2023

  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.

  This company fraudulently charged my credit card for insurance that I did not accept or authorize. After being unable to reach a customer service representative via phone, I filed a dispute on the charge with my bank. At which point this company actually produced a rental agreement with a forged signature from me that just looked like a bunch of squiggly lines. This seems criminal. I did not authorize this charge and that is not my signature. This company is engaged in outright fraud -- avoid.

  Business Response

  Date: 03/17/2023

  ******,

   

  Since you've raised a dispute on the charges we're not able to further assist with this. The bank will have to see the claim through on their end.

   

  Kind regards, 
  
  ACE Customer Care

  Customer Answer

  Date: 03/22/2023

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

  ACE Rent A Car's response is a non-response. They do not deny any of the allegations I made in my complaint. They should be issuing me a refund immediately because they added a charge I did not authorize for optional insurance that wasn't needed.

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

  
  

• Initial Complaint

  Date:03/07/2023

  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 February 23rd 2023 I rented a car from ACE rent a car the originally quoted price was $189.28 On the 2nd of March I got an invoice for $411.28 I called the business the same day to explain the extra $222.00 They told me they charged me for the:loss damage waiver Renters Liability Waiver I explained to the individual on the phone that when I picked up the car I specifically declined these charges, it was all recorded for ACE rent a cars own records so there is proof of me verbally declining then signing to confirm that I declined it.The individual told me that since I did not show proof of my own full coverage auto insurance they charged me the above mentioned charges.Not once was I asked to provide proof of my insurance, I am insured with full coverage and could have easily shown my policy but as I mentioned I was NEVER asked to show this. It seems to me they purposely declined to ask so they could sneak these charges in to improve their profits.The man I talked to when I called on March 2nd was disrespectful and rude when I explained my situation to them and told me they would not be helping **** feel I was unjustly charged the additional $222.00 and would like it refunded. Ace rent a cars business practices were unethical at best and borderline criminal at worse.

  Business Response

  Date: 03/10/2023

  Hi ****, 

  I've reviewed my records and I show that you signed for additional insurance coverage in your rental contract. Unfortunately we are not able to refund the coverage since you signed and accepted the policies. 

  Thank you,
  
  ACE Customer Care