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:04/21/2025

  Type:Product 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 made a reservation with Rent-A-Wreck in February for a 7-passenger vehicle to be picked up at their ******* location at 12:00 PM. The reservation was confirmed and intended to accommodate a group of seven for a family trip. On the day of our travel, our flight was delayed, and we contacted the rental location to inform them that we would be arriving closer to 5:00 PM.Despite providing advance notice and asking to pay a deposit to hold the vehicle, I was told that the company only holds reservations for two hours and would not make any exceptionseven in the case of airline delays. I requested to rebook another vehicle for our later arrival time and was told I would need to wait 24 hours to do so, effectively leaving us without transportation upon arrival.The ******* location hung up on me multiple times and refused to let me speak to a manager. When I contacted the corporate office, their representatives were equally unhelpful and offered no resolution. We were left stranded at the airport and had to spend nearly $200 on rideshare services to transport our group to our destination.Rent-A-Wreck made no attempt to accommodate us, resolve the situation, or offer any refund or alternative. Their handling of a reasonable travel disruption was unacceptable, and their customer service was unprofessional at every level. I am requesting a refund or reimbursement for the costs incurred due to their failure to uphold a confirmed reservation and their refusal to assist in good faith.Desired Resolution:Refund of reservation fees, if any were charged Reimbursement of $200 in transportation costs incurred due to Rent-A-Wrecks failure to honor the confirmed reservation and lack of customer service

  Business Response

  Date: 04/23/2025

  Hi Jordan, 

  We could not find your reservation in our system under your first/last name and email address you have provided to this complaint. We would like to inform you that you are currently making a complaint to ACE Rent a Car and based on your review, it looks like you rented from Rent-a-Wreck. If you believe this is a mistake, please email us at ************************************* with your confirmation number (3 letters followed by 8 digits) and we'd be more than happy to assist you. 

  Customer Answer

  Date: 04/23/2025

   
  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 as this was filed against the wrong entity.  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:07/29/2024

  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.

  The agent who helped me at the counter continued to talk about personal similarties with me, my credit card is the same as hers, my perfume and so on. All the while she would have me initial and sign as she talked to me. I should have read the contract before signing AND she should have verbally told me the restrictions just like the other agents were doing on Sunday when I returned the car. *** does this on purpose to get money out of people. They are scam.

  Business Response

  Date: 07/30/2024

  Hello *******, 

  Thank you for reaching out to us regarding your rental in ******. Per our terms and conditions available prior to booking on all sites for ACE: Vehicles are restricted to travel only within the states of *****, *********, ******** and ********. Traveling outside of the states listed above will result in fines up to $1000 USD. This information is also available on your signed rental agreement. Unfortunately, as you did drive out of the allowed states, the fee will remain. 

  Thank you
  
  

• Initial Complaint

  Date:07/01/2024

  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 wife and I rented a car on June16, 2024 through this company via Priceline. When we arrived to the rental car company the car we reserviced was a midsize sedan and they offered us an ****** Sentra or a Kia ***** which was too small so we paid additional for a ****** Highlander. We rented the car to drive from the airport in Orlando to ************** for our 7 day cruise. The vehicle remained parked for most of the rental days and when we returned the car on June 23rd we let them know that the car notified us that the key fob battery was low. We were having trouble with the key fob the first day that we picked it up, but the rental car place is 40 minutes from our hotel and we needed to go on our cruise. When we told the person who checked us in she just said ok and we got on the shuttle and proceeded to the air port. We have heard nothing further from them since and so we called the rental car company regarding our security deposit and they told us they were not refunding our deposit because we got sand in the key. In all my years of owning cars and renting cars I have never know sand or dirt to cause a key fob to not work. There we know before or after photos of the key fob and we did not go anywhere that we could get sand in the key fob. The key remained in my luggage and never left the ship because I did not need to drive it but for 2 days. This company is notorious for scamming their customers and most of the time the deposit is only a hold. Furthermore, it is their word against hours and anytime there is damage or issues with the vehicle it is addressed at turn in not 7 days later. How do we know that the last person who rented the car did not drop the key in sand and what does that have to do with a low battery reported by the vehicle? We were just being nice telling them that in the 1st place. Sand in the keys is like saying we got dust in the key or something and why does sand in the key cost ****** dollars?

  Business Response

  Date: 07/02/2024

  Hello *****, 
  Thank you for taking the time to write to us regarding your rental in Orlando and the charge for the key fob. Vehicles are inspected in full after each renter including the key fob. There were no issues reported after the previous renter and there was sand in the key fob which causes a connection error sending a message regarding the battery to the vehicle as the key will not work properly. Unfortunately, no refund will be awarded as the sand was present after your rental. 
  Thank you, 
  ACE *************

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21926795
  
  I am rejecting this response because: there was no sand in the key fob and there was nothing mentioned to us when we turned it in. The key fob was an issue the day we received the car and we never said it did not work. All that we said is that the battery indicator came on while we had the car. This is equivalent to saying we smoked in the vehicle even though we are non-smokers. I have owned several vehicles and have dropped key fobs in water, dirt, and sand and never once has the low battery light come on. This is fraud and consistent with the other complaints you received. If there was an issue than we should have been notified when we turned the car in. That car has been rented by multiple people and it is unfair to blame us. I inspected the key and there was no sand in the key. Also, if the key was inoperable we would not be able to drive or operate the car. My dad has the same car and if the fob is defective you cant operate it. Also, we received no paperwork or itemized damages for the fob. How do we know you did not put the dirt there? This is preposterous and we are willing to take legal action. Removal of sand does not charge a low battery nor does it cost 500 bucks. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/09/2024

  Hello, 

  Attached were photos of the sand in the key fob. Unfortunately, the charge will stand and no refund will be awarded. 

  Thank you

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21926795
  
  I am rejecting this response because as a mechanic sand does not cause the key to display a low battery error. I spoke with one of my colleagues at ****** and they stated that 1. Sand would not cause a low battery error and the error would have been key not detected or key fob error and the car would not start. 2. The amount of sand in these pictures is hard to see and it appears these pictures were taken at someone's home. We did not receive before pictures of the key fob and this issue was not addressed during the turn in. This could be just dust from the key sitting around or would be normal wear and tear. Also, the key fob was not taking apart and inspected prior to us renting the car. We notified you of a low battery as a courtesy and never reported the vehicle as inoperable as you stated in your emails. My wife's *** was only 18 months old and we had to replace the batteries in the remote so it is totally normal. A rental car company has ***** hours to notify the customer of damage and there is no time stamp on these photos nor were we notified by the company. We had to call your company 8 days later to find out there was an issue and during this time anything could have happened.

  Unless the key was disassembled in our presence there is no proof that your company did not tamper with the key or if the alleged sand had been there prior to us renting the vehicle. My wife and I went on a 6 day cruise with Carnival Cruise and to ********** and did not come in contact with sand at anytime we have a receipt from Carnivals parking garage and the keys were kept in my luggage and my back pack exclusively.  At the end of the day it is your word against ours and we are willing to to take this to small claims court if necessary. This is theft and very shameful that a company would stoop this low. The pictures do not even show a significant amount of sand. Regardless of whether or not the previous customer reported a problem does not mean the battery was not low and we noticed it on the first day and the car notified us as well. Based on your response even if you we would have brought it to you then you probably would have said the same thing.

  We require a detailed bill from a ****** dealership that the damage was so severe it required replacement and that cost of the damage was 500 dollars. We were told that a new spare key had to be reprogramed but we were only provided one key for 2 drivers which in and of itself is odd. We don't even know if a spare key exists.  Please provide the repair order stating the cause of the low battery issue was sand. Also, we need to see the rental history of the car and how long the car was inoperable and that the battery was not low.  People go to the beach all the time in ******* and that sand could have been there for years. The fact that we reported the key fob battery was low does not mean the vehicle was inoperable and it operable when we turned it in. A can of air and a new battery would have resolved this issue and would have been far less than 500 dollars. Lastly, what is the difference from the battery dying after we returned the car and you saying since we were the last ones to rent the car we are responsible? This could happen on every rental and this is very suspicious and alarming. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/01/2024

  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.

  Rented a minivan from Ace Rental on Monday night 6/24/2024 at 8 pm. Next day the rental car does not start at all, try multiple time and does not start. I call Ace Rental and was told by Ace Reps that we need to contact our insurance State Farm for Roadside Emergency because we didnt enroll for their insurance. The van was just rent that monday night and it was dead the next morning, leaving us not being able to go anywhere. We had to pay $95 just to have someone to come out to our Airbnb to jump start the battery so we can exchange for a new one. I feel this is not our fault that Ace Rental gave us a dead battery car. Its Ace Rental responsibility to pay for this service not us. We want Ace Rental to refund our $95 service fee we pay to jump start their dead van that they give us. As of today July 1, we have not heard anything from them about refunding our $95 that we pay just to get their dead van back to them.

  Business Response

  Date: 07/02/2024

  Hello Chia, 

  Thank you for taking the time to inform us of your recent rental in Orlando and the vehicle issues you had. As the roadside assistance was not accepted from ACE, it is up to the customer to have the vehicle jumped at their own expense. Our vehicle's are maintained and inspected after each rental. Unfortunately, no refund will be awarded for the jump start through your insurance provider. 

  Thank you

  ACE Customer Care

• Initial Complaint

  Date:06/11/2024

  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 from them on June 1, 2024, I returned the car on June 8, 2024. When I returned the car it has a very small scratch on the windshield. The good thing I bought insurance through Priceline. Now, the estimate to fix the small scratch on the car is coming back to over 2k to fix it. I feel that this is unethical and taking advantage of the consumer and the insurance. This company should be researched for insurance fraud.

  Business Response

  Date: 06/12/2024

  Hello ****, 

  Thank you for taking the time to write to us regarding your recent rental experience in Orlando and the charge for the damaged glass. Unfortunately, with damage claims the charge and claim itself are handled through a claims company called Rockport Auto Claims and it would need to be handled directly through them. Their email is ****************************** 

  Thank you

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21834662
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/06/2024

  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.

  ***!!!DO NO RENT FROM ***!!!***Rented the car from *** on May 23rd. I paid for rental insurance and I was fully cover through my own insurance company. The worker explained that I was over insured and then asked for my credit card to hold $400 just in case something happens to the car. The employee then reassured that Ill receive my $400 back after 3-4 business days after returning the car. Then the *** employee tried to get me to sign the rental paper about the car and its condition without me physically viewing the car, WEIRD! After refusing to sign the paperwork and demanding that I see the car first, another *** Employee walked me around the car. I pulled out my cellphone and recorded the whole car in a video. There were a lot of damage to the car. Signed the paperwork and left the lot. On Monday I return the car in the same condition. Today is Thursday, June 6th and I still havent not gotten my $400 deposit back. I called and *** Employee keep telling something different. It went 3-4 days, to 7 days, to 7 -10 business days! When I called my credit card company they confirmed that *** hasnt even released the funds. STAY AWAY FROM THIS COMPANY!!! THEYRE SCAMMING THEYRE CUSTOMERS!!!

  Business Response

  Date: 06/06/2024

  Hello ******, 

  Thank you for taking the time to write to us regarding your recent rental in ***********. The deposit takes 7-10 business days to be released on our end and with normal processing time between banks, it will then reflect in 5-7 business days from when it is released. 

  Thank you!

• Initial Complaint

  Date:06/02/2024

  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 at the ***********************. We checked it out at 2:05 PM on May 22nd and we had a 7 day rental. A 7 day rental would have been until May 29 at 2:05 PM since car rental is based on a 24 hour clock (not a calendar day). However, our flight was on the evening of May 28th so that is when we expected to return. Our flight was cancelled due to weather and rebooked for first thing AM of May 29th. We tried to call Ace as a courtesy but no response - probably closed for the night. Car was still back within the 7 day window - 7 AM on the 29th. However, upon return we received a bill for an additional day. We were charged $139 despite the fact we had already paid for 7 days with the reservation for $146.00 We should not have been charged for an extra day when it was clearly returned within the 7th day. We want this credited back to us. Had we returned after 2:05 PM on the 29th - then we would have had an extra day. You can see on the supporting paperwork, they tacked on an extra day starting at 8:30 PM on the 28th - that was still within our 7th day. To add to this issue we had a minivan with a non-functioning a/c. We didn't realize this until we had driven to our destination which was 2 hours from an Ace. All we had was a fan in the car in 90 plus degree heat. So we didn't even get to use the car as intended because it was just too hot to drive during the day. My wife almost passed out. We had tried to contact *** about this as well with no response. We also told *** at return and suggested a credit might be nice - no response from a gentleman that barely spoke English at the car return. So having to pay an extra day on the car which cost more than the whole week we had already paid for - when we were returning within the window of the 7th day - just a few hours later than intended - due to no fault of our own - is just icing on the cake of a really bad experience.

  Business Response

  Date: 06/05/2024

  Hello *****, 

  Thank you for taking the time to write to us regarding your rental in ***************. The extra charge has been refunded to you and you should see this in 5-7 business days. 

  Thank you, 

  ACE Customer Care

• Initial Complaint

  Date:05/26/2024

  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 see this has been an ongoing complaint about the partial damage waiver fee being added by *** at the Orlando *********************. Lying to customers to gain commission is completely ignorant. After I stopped signing and asked her to refund the charges, the worker refunded one charge of the insurance coverage, and advised the rest would be on the agreement after I resign the paperwork again. Well, its not there. I would like my refund that I was expecting.

  Business Response

  Date: 05/28/2024

  Hello ******, 

  Thank you for taking the time to write to us regarding your rental in Orlando. The insurance is seen while signing your rental agreement as well as you do receive a copy of the rental agreement prior to leaving the location. Unfortunately, once a rental contract is closed there is nothing that can be done regarding insurance. 

  Thank you, 

  ACE Customer Care

• Initial Complaint

  Date:05/18/2024

  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.

  Made a reservation to rent a full size SUV, ***** Tahoe. Day of reservation took shuttle from Orlando Airport, was told they did not have the car available that was promised when reserved. The Ace Car employee placed a hold, deposit on credit card prior to telling us that the 7 passenger vehicle was not available, they only had a Jeep instead, which is a 4 passenger vehicle.. I made a call to Priceline where I made the reservation, and was able to get the full refund for the reservation on the spot, that day while at the counter. I was told by the *** employee, girl at counter that the deposit was refunded, and the cancelation was completed. So, never rented the car from ***, took shuttle back to airport, and had a family member pick us up from there. ******* was never refunded, noticed it was on my credit card transaction details days later, called the company ***, spoke to ***, was told manager will refund the deposit back to me, and still has not been completed.

  Business Response

  Date: 05/20/2024

  Hello *******,

  Thank you for taking the time to reach out regarding the availability and charge on your card. I do show that the $500 was refunded on 5/18 and it does take 5-7 business days to reflect in your account. 

  Thank you

• Initial Complaint

  Date:05/04/2024

  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 Sunday, April 28 we arrived at Orlando, Fl for a week's vacation. A few weeks prior, I had rented a large *** from Ace via Priceline for $18.98/day, starting Monday, April 29th. We had gotten an extra day from the resort so we came a day early on the 28th. The gentleman was very accommodating and let us have the *** that day, Sunday the 28th. I added my 40-year-old daughter to the rental, the guy said, no problem. I then added my 21 y.o. grandson as a driver and was told it would be $69. I said, 'okay'. He then told us about the 'Platepass' (so we could use Floida's ***************** and we said, 'Okay'. He handed two keys to my daughter and told her to choose one, a Dodge or a Jeep. We choose the Dodge. It was nicer than we thought because I thought we rented a ******* ***** Fe because that is the car we own. My daughter showed me the paperwork after we were on our way, I thought the amount was weird but we were excited to get on to the resort added to the fact we had been traveling since 6 am starting our flight at ***, *************** in **. Cal. with a stopover at **********************. We dropped off the *** on Friday, March 3rd and when I returned home I received an email with the attached invoice. I understand that we were given an upgrade, even though we never asked for it, and even though the larger *** was appreciated. But $79 PER DAY?!?!?! And all these extra costs and fees????? I'm asking BBB to aid me in getting some of the excess charges returned to me. I'm not asking for a refund. I would just like a reasonable amount returned. Any help will be appreciated. Plus I just remembered, I had PREPAID for the car thru Priceline. This was the charge from my credit card: 04/09 04/09 PRICELN*ACE ********** CT $110.24 Again, I acknowledge I received the *** a a day early, and I acknowledge it was an upgrade, but $79 a day? And the Extras?

  Business Response

  Date: 05/06/2024

  Hello ****,

  Thank you for taking the time to inform us of your recent rental in Orlando. Regarding the charges, all charges are listed and signed for on your rental agreement including the upgrade fee of $79.99/day. You are provided a copy of the charge before leaving the location with the vehicle. All charges were accepted and the upgraded vehicle was used during your full rental time. Unfortunately, no refund will be awarded. 

  Thank you 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21667607
  
  I am rejecting this response because:  That is NOT MY SIGUTURE!  They guy had my daughter sign it while I was outside!  I'm not asking for a refund! How about 1/2 off?  Please be fair11  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/07/2024

  Hello ****,

  While I understand the frustration with the charge, a text was sent to the number on file asking for feedback regarding the upgrade and mentions the cost there as well. The message was responded to giving a 10 as satisfactory. Unfortunately, no refund or compensation will be awarded. 

  Thank you

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21667607
  
  I am rejecting this response because: 1) I NEVER signed the agreement 2) And I never gave a satisfactory grade on a survey!  Everything about this company is a scam!! I could have rented a Hummer for less money!  If ACE will not refund at least a few hundred dollars, i will go to social media.

  
  Sincerely,
  
  ***********************