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Business Profile

Auto Rentals and Leasing

ACE Rent A Car

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

Find a Location

ACE Rent A Car has 65 locations, listed below.

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    Customer Complaints Summary

    • 416 total complaints in the last 3 years.
    • 163 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The date of the incidence was September 22, 2022. the line was long our car was not available they said it will be 25 minutes, it was almost an hour we just got what they had available what they said was a minivan. we were charged $311.82, we had already paid $213.47 online for rental. we don't know why we charged the $311.82. We never will rent from them again. they were not able to explain the charges.

      Business Response

      Date: 10/07/2022

      Hi **********************,

       

      I apologize to hear of your rental experience. Can you email us at ************************************* so we may look into this further for you? Please also provide your confirmation number and the name of the rental location you rented from. The confirmation number will begin with three letters followed with seven to eight numbers.

       

      Thank you, 

      Ace Customer Care

    • Initial Complaint

      Date:09/29/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Rented a CAR from Ace Car Rental through the American Airlines AAdvantage program. I opted for the "Wildcard" price which guaranteed me a CAR of ***'s choosing. When I arrived at the Ace desk, I was told that my car would be a PICKUP TRUCK. I did not rent a truck. I was told that for $10 a day addition, I could have a four door sedan. Needing a CAR, I accepted the offer, signed an "electronic contract" which was barely readable and took the key to the parking lot. When I entered the lot, I searched for the aforementioned pickup truck with no success. This procedure by *** is obviously a scam to extract additional money from customers. Who wants to drive a pickup truck when you have agreed to accept a CAR of their choosing? Awful company!

      Business Response

      Date: 10/07/2022

      Hello,


      Thank you for reaching out. We're sorry to hear of your experience. I do see that you did book a special wild card booking. When this class is booked this is up to the rental agency to decide what the special is everyday. This also changes day by day with demand. If the customer is not happy with the offering then the proper procedure is to offer an upgrade. I do apologize for any confusion or trouble this may have caused.

      Thank you, 

      Ace Customer Care

      Customer Answer

      Date: 10/07/2022

      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. 


      In their response, the *** representative is using the word "vehicle". I rented an AUTOMOBILE of their choice, not a truck. Furthermore, upon inspection of the parking lot (after I reluctantly agreed to the $10 per day "upgrade fee") there WAS NO PICKUP TRUCK IN THE **** I will not be satisfied with their explanation until I receive a refund of the additional fee.


      Regards,

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


      Business Response

      Date: 10/12/2022

      Unfortunately, as stated previously a truck is considered to be an automatable. The car class you chose was the wild card option. This could've been any type of vehicle from a truck to a seven passenger van. The upgrade in this scenario was valid because the affiliate planned for you to take the wild card of the day which was a truck. Again no refunds can be provided for this. They offered you the vehicle you booked. You did not care for the vehicle type. So the upgrade fee is valid for this booking. 

       

      Thank you, 


      Ace Customer Care

      Customer Answer

      Date: 10/12/2022

      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:09/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 rental from ***** airport. We were in the car less the. 30 mins and the car stall and wont start. After receiving a new car and rent the rental car. A week later we got an email stating that we owe them **** for all the damaged. So ace give you a broken car so you can pay yo fix their car?? I felt like this is unfair and why would people rent anymore if all car rental places do this? You drove off the lot and anything happens to it, youre responsible for it.

      Business Response

      Date: 09/23/2022

      Thank you very much for reaching out to us. I have forwarded the information you have provided over to the rental location. When I receive an additional update I will update your case accordingly. 

       

      Kind regards, 

      Ace Customer Care

      Business Response

      Date: 09/29/2022

      Can you please email us at ************************************** Please reference ticket number *****. Please provide any documentation or invoice showing the amount that the rental location as trying to charge you. This will assist us further with our investigation. 

       

      Thank you, 

      Ace Customer Care

    ACE Rent A Car is NOT a BBB Accredited Business.

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