Complaints

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:06/27/2025

  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 Car from ACE car rental on 08/17/2024 and corresponding rental agreement is LAX-****** and the amount due was $370.01. I already paid this amount when I returned the car. Then I received an invoice from Rockport auto claims asking me to pay over $950 for a small damage to tire. I was driving a ****** Camry and to replace a tire is a small amount and I didn't have any agreement with Rockport Auto when I signed an agreement with ACE car rental either. But they have sent my case to a collection agency, and they keep asking me to pay over $950. I previously opened a BBB case Complaint ID: ******** regarding this issue and I received a correspondence from *** car rental attached to this complaint and as per the correspondence that I received I owe only $370, and I already paid this amount.Rockport auto claims should stop harassing me asking more money and this case should be closed without any delay and remove collection request from credit bureaus immediately

  Business Response

  Date: 07/17/2025

  Please see attached documents, claims we filed with the renters insurance and **************** and both denied due to it being under the renters deductible or due to **************** not covering tires. Please note that we can not file claims with ****************, it must be the card holder who does so. Rockport Auto claims helps Ace Rent A Car get the claims settled. As you can see the renter did not dispute the damages, they are just upset because it is not covered or is under their deductible. However they are still responsible per the contact they signed. Thanks! 

  Customer Answer

  Date: 07/17/2025

  Complaint: 23527039
  
  I am rejecting this response because:

  As per the Attached Ace Car rental contract I never signed an agreement with Rockport. Rockport is famous for exaggeration and misrepresenting facts, inflating costs as per the attached ****** review. I should not be paying over $970 to replace a tire of a small size ****** corolla. 
  
  Regards,
  
  ******** ***********

  BBB and ****** review of Rockport

  Rockport Auto Claims, a third-party company hired by some rental car companies to handle damage claims, has received numerous negative reviews and complaints. Many customers report being charged for damages they believe were not their fault, or for inflated repair costs, often after renting from companies like ******** a Car. Some customers allege ********************** is involved in a scam with rental car companies, using questionable tactics to collect on claims. 
  Here's a more detailed breakdown:
  
  Scam Allegations:
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  Many reviewers accuse Rockport Auto Claims and rental car companies of colluding to inflate damage claims and collect money from customers, sometimes even for pre-existing damage. 
  
  Inflated Costs:
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  Customers report being charged for damage they don't believe they caused, or for repairs that seem excessively expensive. For example,a ******** article details a case where a couple was charged over $7,000 for a scratch, according to the article. 
  
  Communication Issues:
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  Customers frequently cite difficulties in communicating with Rockport Auto Claims, including unresponsive or unhelpful staff, and long delays in resolving claims. 
  
  Fraudulent Documents:
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  Some customers claim ********************** has submitted fake documents to support their claims, such as accident reports they didn't sign or appraisal reports based on undated photos according to the Better Business Bureau. 
  Diminished Value Claims:
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  Rockport Auto Claims has been known to pursue claims for diminished value (the reduction in a vehicle's worth after an accident), even when not covered by insurance policies according to a Reddit thread. 
  

  Business Response

  Date: 07/21/2025

  Please see attached Client agreement showing we handle the claims for Van Rentals DBA Ace Rent A Car. Rockport Auto claims does not write the estimates, we get the estimates from our clients. We just help get the claims settled between the Renters, Insurance companies and credit card companies. Thanks! 

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am filing a complaint against Rockport Auto Claims for pursuing a damage claim of over $1,400 against me for a minor windshield chip on a rental car, despite no clear proof that I caused the damage. I rented a vehicle through Ace Rent A Car from May 30, 2025 to June 4, 2025. When I picked up the car at night, the front desk associate told me that I didnt need to take any photos or videos since I had purchased coverage. At the exit gate, another associate told me to take a video but gave no instructions. I recorded the car as best I could in the dark, but the windshield was not clearly visible. After returning the car, I received a notice from Rockport Claims regarding a small chip on the passenger-side windshield. However, I have video evidence showing dents and other damage on the vehicle that were not documented in the inspection report provided by Ace. That alone raises doubts about the accuracy and credibility of the pre-rental documentation. There is no proof the windshield chip occurred during my rental period, yet Rockport continues to pursue me for a full windshield replacement. The associate from Rockport Claims has informed me that their manager wants to proceed with the claim, without providing any specific reason or presenting any prior evidence that the windshield was undamaged before my rental. Ive asked for documentation or explanation and received none. The amount they are charging is also excessive. A windshield chip repair typically costs between $35$150. Even full replacements usually run $300$600, not over $1,400. I paid $663.93 for the rental and did everything I was advised to do by *** staff, only to be blindsided by this unsupported and inflated charge. Despite multiple attempts to explain the situation and provide video evidence of the other damages, Rockport has refused to acknowledge the lack of clear documentation and continues to pressure me to pay or file a claim through my personal insurance for damage I know I did not caused

  Business Response

  Date: 07/16/2025

  I have attached all of the documents for this claim including the terms and condition's of the contact and the 2 prior slips showing it was not prior damage. The estimate is attached as well to show the cost to repair. It is not up to Rockport Auto Claims if the claim gets closed or not, this decision is with ******** A Car since it is their vehicle. They also sent the proof that it was not prior damage. Thanks! 

  Customer Answer

  Date: 07/16/2025

  Complaint: 23512385
  
  I am rejecting this response because: I have not been provided with clear or sufficient proof that the windshield damage did not exist prior to my rental. The inspection documentation provided was incomplete. I personally recorded dents and marks on the vehicle that were not reflected on the companys prior damage report. This makes it difficult to trust the accuracy or thoroughness of their documentation process.
  
  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/19/2025

  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.

  Business is attempting to collect payment on labor for vehicles damages that happened prior to renting the vehicle and have billed me and my insurance. When my insurance and I have both requested forms that removed the charges we have continuously been denied updated forms. I rented a vehicle from a rental company in ******* and was scratched the front bumper. The estimate from this company includes everything from the front bumper but also is invluding labor hours for fixing the back bumper even though they agree that it was pre-existing. I have informed them of the incorrect labor charges and they have refused to redo the estimate forms. I have paid the deductible and my insurance ( Progressive)has paid them based on an estimate of what the charges would have most likely been for the actual damage caused while in my possession. They are trying to over charge me and my insurance. They keep demanding money and refusing to provide an accurate bill. I have emails I can provide as well if needed.

  Business Response

  Date: 06/06/2025

  This complaint was responded to on 05/27/2025.  Please see attached document's. I have highlighted the estimate showing that the existing damage was not charged. The Ones in orange is what was charged. I have also provided the signed contract and Incident report. Thanks!

  Customer Answer

  Date: 06/06/2025

  Complaint: 23349012
  
  I am rejecting this response because:
  I have requested a new appraisal without any existing damage information on it and only the new damage so that my insurance company can review it for accuracy. I do not believe that the labor hours are accurate. My insurance company and i have asked for those forms and have continuously been denied. My insurance company stated they would be willing to adjust their payment with more accurate paperwork, but again they were denied. I have submitted multiple request via email. 
  Regards,
  
  ******* *********

• Initial Complaint

  Date:05/15/2025

  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 am disputing excessive and unvalidated charges being pursued by Rockport Auto Claims after a March 2025 rental vehicle accident. My insurer, Progressive Select, has already paid $8,496.95 for physical damage, and I have offered to pay my $750 deductible once final documentation is provided.However, Rockport originally attempted to bill me for $18,793.38 based on a preliminary estimatenot a final repair invoice. Charges include:$11,817.18 in physical damage$1,017.61 for 29 days of loss of use$4,726.87 for diminished value (flat 40% formula)$1,181.72 admin fee$50 appraisal feeDespite multiple requests, Rockport has not provided a final repair invoice, rental downtime logs, or an itemized breakdown. On May 7 and again May 15, they confirmed the vehicle was still in the shop and they were still waiting for documentation.These charges remain speculative and unsubstantiated. I respectfully request assistance in resolving this matter fairly and preventing any further collection efforts until proof is provided.

  Business Response

  Date: 05/27/2025

  Please see all documentation attached. I have included the supplement, Contract with terms and conditions as well as damage photos and tear down photos. Thank you. 

• Initial Complaint

  Date:03/20/2025

  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.

  Requiring payment for deductible that had already been satisfied by my insurance company. Inaccurate information, such as address on filing paperwork, erroneous charge when they required payment from me. Attempting to report me to credit bureau unless I paid these erroneous charges. Company is dishonest, rude and unethical in their practices. All of this stemmed from an uninsured motorist under the influence hit my rental car. My personal insurance paid for everything to the rental car company and Rockport auto claims. Rockport has harassed me for 11 months over charges that my insurance already settled with them

  Business Response

  Date: 03/24/2025

  Please see attached copy of the email that was sent to us by ********** stating the renter had a $500 deductible and that it is the renter's responsibility to pay this portion. This was sent to the renter, our claims representative even let the renter know that if she filed a claim with **************** as well they should cover the deductible cost for her but she did not want to file a claim with **************** so she paid the $500 deductible.  On 2/18/25 a claim paid letter was emailed to the renter to let her know that the claim was settled. 

  Thank you! 

• Initial Complaint

  Date:03/17/2025

  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.

  On November 10, 2024, my rental car was damaged by a neighbor due to a maneuver error. The insurance company compensated the rental firm, but Im now being asked to pay an administrative fee without receiving proper documentation. My requests for clarification were met with threats of involving a collection agency. In response to my inquiry about why an administrative fee of $225, comparable to the cost of renting my car, is imposed on me as the affected party, I was falsely told that they couldnt locate the person responsible for the incident.This situation has caused significant distress and needs urgent resolution.Please conduct further communication with me via email.

  Business Response

  Date: 03/24/2025

  Please see attached Rental Agreement and Terms and conditions of the contract the renter signed and agreed to. In the highlighted section 4 Responsibility for Loss or Damage to the Vehicle (page 2). It states that the renter is responsible regardless of fault. It also states that there will be an administrative charge. The administrative charge is our fee for handling the claim. Originally it was $298.76 but the renter asked if we could lower it, we offered $225.00 to settle it and answered his questions on 1/20/25. We also let him know that the name and phone number he gave us for who was at fault refused to return our call. After this we no longer received contact from the renter. Also reviewing the emails he attached you can see as well that we answered his questions and did our best to resolve this claim.

  Thank you. 

• Initial Complaint

  Date:03/17/2025

  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.

  Took my car to be repaired on the way down there I used my cruise control worked fine never had any issues with it after picking up my car my cruise control no longer worked. Took the car back there to ask them to fix my cruise control because it no longer worked after them working on my car. Was told that my cruise control suddenly went out and would have to pay a bunch more money to get it fixed. When I asked how could it go out when I used it on the way to drop my car off I tried to use it after picking my car up they said that it just suddenly went out because my car is old and that I would have to pay them to fix a bunch of things that I don't believe needs to be fixed. My cruise control was working when I dropped my car off it should have been working when I picked my car up it was not they should have to correct this. This is the second time that I have taken my car to them where I have had to bring it back because something wasn't fixed right. Last time I needed my car repaired I took my car they repaired everything besides the issue I was having. Took it back and was charged again to finally get my issue fixed. This time they fixed my issue but they messed something else up and now they will not fix it without me having to pay them more.

  Business Response

  Date: 03/24/2025

  I believe this is for the wrong company. We are Rockport Auto Claims I believe you are looking for Rockport *********** who is an auto repair shop, We handle Rental car claims. 

  Thanks! 

• Initial Complaint

  Date:03/10/2025

  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.

  I rented a car from Ace MCO on 01/2023. My husband and I drove to our ************* No where else. When we turned in the car we went over it with the lot attendant. We then boarded to airport shuttle & left the rental facility. They told us that everything was good. There was absolutely ZERO damage to this car. A few months later I get a bill that I returned the car with a smashed windshield???? I am PRETTY SURE I would have noticed a smashed windshield????? I am PRETTY SURE a lot attendant would notice a smashed windshield? They would have not told us we were good to go. This company is a total scam. How could everything be great once you are at the site & when you return home, I am receiving a bill for damage that was not present during the return. I have contacted ********************** Detectives on this matter. Now I have collections on my other wise flawless credit report. I want this fraud for their scam removed from my report immediately!

  Business Response

  Date: 03/24/2025

  I have attached the renters check out & Check in slips, As you can see on the check out slip they did mark damages they noticed before taking the vehicle but there was nothing marked on the windshield. The windshield damage was marked on the check in slip after they returned it. I have also attached the photos and Incident report. The renter was in contact with us one time during the time we had the claim and they just stated that they had photos prior to renting the vehicle, we asked for these to review and we have not had contact from them since. We had this claim from 1/3/23 to 5/5/23. We also talked to the renters insurance and they tried to get the photos as well with no luck. They stated the renter was not in contact with them other than the one time so they had no choice but to deny the claim due to non compliance from the renter.

  Thank you. 

  Customer Answer

  Date: 03/25/2025

  Complaint: 23043702
  
  I am rejecting this response because:

  Isnt it interesting that the check out is in 2 different &&& separate ink colors? Also odd that my signature is NOT on the windshield damage. This rental company is a giant scam. ****** will tell you everything you need to know before renting. Theres many more stories worse than mine. I only pray they dont continue to pray on people like my family & I who were in town for a family emergency. Now my credit is being held hostage because of this. I am a good human & have never caused damage that I have not accounted for. This is absolutely not correct! There were a total of 4 people for the rental & every single occupant can testify that this claim made made by the company is 1000% ** TRUE! Ive even made police reports. 

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

• Initial Complaint

  Date:01/15/2025

  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.

  I am not liable for this debt with account services, I do not have a contract with ROCKPORT AUTO CLAIMS they did not provide me with the original contract as requested

  Business Response

  Date: 01/30/2025

  Please see attached documents including the Signed Rental Agreement and Terms and conditions. I have also included the letter from State Farm showing they do not cover the fees which is the balance that is due. 

  Thanks! 

• Initial Complaint

  Date:01/13/2025

  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.

  I rented a vehicle from ******** in *****, **. on 8/16/24. My rental was hit by another driver. The at fault driver had insurance and filed a claim with their insurance company (*****) who accepted responsibility. I am now receiving a bill from Rockport Auto Claims for $341.74 for losses not covered by insurance. I reached out to ***** and they have stated that this company tried to over charge for labor hours ($1000/hr) which they will not pay. Rockport is charging me for physical damage, loss of use, appraisal and admin fee. All of which should have been settled with the at fault drivers insurance. They are now threating to send this bill to collections if I do not pay.

  Business Response

  Date: 01/17/2025

  Per the contact signed by ***** ****** she agreed to the terms and conditions on the contact. I have attached them and Highlighted the areas that state she is responsible regardless of fault. Geico did pay most of the physical damage part of the claim, however they did not cover the fees, I have attached the audit they sent us. Since we do not have a contact with the 3rd party or Geico, ***** ****** is still responsible for the balance of the claim per the contact she signed and agreed to. I have also attached the balance letter that was sent to ***** ****** on 11/27/24. Thank you. 

  Customer Answer

  Date: 01/19/2025

  Complaint: 22803334
  
  I am rejecting this response because:

  My contract was with Easirent, not Rockport Auto. I am not responsible for these charges. You have the name of the at fault driver, please forward these charges to her. All fees and "loss of vehicle time" should have been settled with the insurance company, this is not my responsibility. I have also contacted the florida insurance regulators regarding this claim. Geico should have settled this matter.  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 02/03/2025

  You are correct, Geico should have settled and paid for the entire claim because of the negligence of their insured you should not be responsible.  But because you signed an agreement with ******** you are 100% responsible regardless of fault.  Rockport Auto Claims has been assigned to handle the claims for EasiRent.