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Business Profile

Auto Rentals and Leasing

Ace Rent A Car
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/13/2025

    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.
    I rented a car and damage protection through Priceline from Ace rent a car, from 7/24/25-7/27/25. I picked the car up at 3am, the agent at *** knew I had purchased the rental protection through Priceline. He just needed my insurance incase I hit another vehicle, but he knew the rental was through Priceline. He handed me a key fob and said the car is out back in the lot, which was dark. He didn't have time to bring it up front, just hit the unlock button until it lights up but he said he checked it out and it was good. We drove to ***********, and stayed there until Sunday morning and drove home. The weather was perfect, no rain, especially no hail, all the time we were out there. This can be verified through weather apps for times we were there. We returned the car with no scratches, dings and especially no hail damage. I would have used the insurance I purchased if there were any issues. I had rented three previous times from Ace without any issues so I didn't see why this would be different. I dropped the car off at Ace and the gal checked me in and gave me the thumbs up. Yesterday, *****, my insurance company called and said *** filed a hail damage claim on the rental car. I am beyond livid. Once again, at no time did we run into rain, let alone hail. I would have notified *** with any damage so I could use the purchased insurance which they knew about. They either made a terrible mistake or have a dishonest employee working for them. I will not pay hail damage I did not cause. I will go to court and show financial receipts, phone and text records proving I was in ******** the whole time along with the weather records showing a beautiful rain free weather. I will not lay down on this one. Many questions have to be answered. I would love to think this is a mistake and still do business with ***. I've never had an issue until know, but this is a big one. My travel companions will also be willing to provide sworn affidavits and records if it comes to that.

    Business Response

    Date: 08/13/2025

    We made a mistake in submitting this claim and have since closed it on our end. I have already spoken to Mr. ******** and explained what happened. Please let me know if you need anything further. Thank You for bringing this to our attention. ***** ******

  • Initial Complaint

    Date:05/30/2023

    Type:Product 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.
    On 5/22, we arrive to pick up of reservation from Ace. When we arrived, the woman at the counter was suggesting additional services. She stated that the cost of Pre-Paid Fuel was currently cheaper than at the pump at $2.44 a gallon. We agreed and were charged $82. When we fueled at $2.55 at a gas station - the cost of a full tank was $56 dollars. On 5/29, We called Ace *********************** and they stated that we needed to call the *********** Location remove to discuss the difference and provided the phone number. Once we called - we were notified of the additional surcharge that was not disclosed by the initial agent. The *********** Ace stated that we would have to go back to the location to get the pre-paid gas removed, but if we waited until the end of our reservation the trip would be over and we would not get a refund although we would be returning the tank full. We feel that the surcharge was not properly disclosed and would like to be reimbursed the difference of the cost.

    Business Response

    Date: 05/30/2023

    *** agreed to remove the prepaid fuel charge, per the customer's request. We apologize for the misunderstanding regarding these charges.

    Customer Answer

    Date: 06/03/2023

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:12/29/2022

    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.
    I have looked through my records and found that I never recieved my refund amount of ****** that I paid for a "HOLD" on a rental that I was unable to pick-up when I got to the airport due to them not informing me of hiden fees and charges when i originaly booked the rental on May 4th, 2021. I am requesting a check be cut and expedited to current mailing address. I also have tried calling both priceline and sixt customer service at the time of this issue and only found i kept getting the run around as far as who would or could help resolve my issue.

    Business Response

    Date: 12/29/2022

    Unfortunately, we can find no record of this customer renting from **********************.  We ceased operating as Sixt in August 2020, almost a year before this customer's ********************** with Sixt, so I believe the rental was with a different company.  We operate exclusively as Ace Rent A Car, not Sixt.

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