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Complaint Details
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Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 5/12/24 I returned a rented vehicle in acceptable condition to ACE car rentals in ****** ,**. The vehicle had been picked up on 5/5/24 at which time a $200 security deposit was charged to my credit card pending the acceptable return of the vehicle at which time it was to be refunded. The refund has never been processed despite repeated communications with an ACE representative. They now have seemed to stop any further communication.
Business response
07/17/2024
Hello ******,
Reviewing your account, the deposit was refunded on 5/12 at 13:46 in the amount of $231.57 to your card ending in 2789. The refund receipt is available here for you and no further refund is due.
Thank you
ACE Customer Care
Customer response
07/20/2024
I consider this complaint resolved and no further action is warranted. Thank youCustomer response
07/22/2024
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
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Details:- 7/6/2024 - 5pm - Returned rental car free of garbage. Two small children spilled milk in the cup holders and there were some stains in the back as they definitely spilled milk but no inspection was done of interior before I took the car. - They charged me $250 for what could be cleaned with a wet wipe and there is no evidence I caused the back seat issues to the extent they claim.- They were rude and also told me they just started doing this surcharge (counter attendent). In the process the manager asked me to step ouside, leaving my special needs child inside and he got upset from the stress and vomitted throughout ****** all over a cleaning that should be done when a car is returned regardless.Business response
07/09/2024
Hello ****,
Thank you for reaching out regarding the cleaning fee. It is stated in your signed rental agreement that if the vehicle is returned excessively dirty there will be a cleaning fee applied. Photos are taken after each renter and the stains were not present prior to you taking the vehicle. The cleaning fee will stand and no refund will be awarded.
Thank you
Initial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 20, 2024, I rented a 2023 Dodge Charger SXT through Ace Rent A Car (TPA), retrieving rental at ***** Airport, at 10:26 a.m. I originally rented through Fox Rental but upon arrival at ***** Airport, Fox would not accept the unforeseen $300 security deposit through debit. At this point, my friend and I were physically escorted to the rental desk of ACE Rent A Car because *** accepted debit. Therefore, our rental was transferred from Fox to ACE. ***'s agent clarified the standard rental process, unambiguously assuring the adequacy of my choice of insurance. After this unforeseen transition from Fox to ACE, my rental cost was escalated approximately $300, which I was ASSURED by ACE would be refunded upon return of car. Incidentally, I was subsequently refunded $272.87 on June 24, and in no uncertain terms I was advised by Rockport that it would NOT have been refunded if damage were alleged. During my rental, we were pulled over by PD and told that rental tags were seized. My travel partner is black and was treated rudely. This was traumatizing, unacceptable. Subsequently, I therefore disputed the rental cost. After multiple communications with ACE, I was inexplicably, fraudulently invoiced by Rockport Auto Claims, alleging a date of loss of 6-20-2024, for physical damage to the car for $1,540.65. This was clearly retaliatory.On June 23, the car was properly returned. We were unsure of protocol and agent aggressively, impatiently, and rudely instructed us to leave the motor running, and "get out of the car." We complied. Any physical damage alleged by ACE is fabricated and clearly fraudulent. The rude ACE agent examined the car, nothing at all was disclosed. Rockport assured me the refund of $272.87 on June 24 would NOT have been made had there been damage. Consumer Affairs reviews reveal this tactic is one used frequently by ACE. They are not transparent in their business dealings. My next step will be to seek legal intervention.Business response
07/09/2024
Hello ****,
Thank you for reaching out regarding your rental in *****. As a damage claim has been opened there is nothing ACE is able to do and the claim will need to be disputed with Rockport Auto Claims directly.
Thank you
Initial Complaint
06/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I rented a car from the ************************** from Ace Rent a Car last week and we had a rock bounce up on the highway and shatter one of the rear windows of the car. I took the car back to them immediately and filed a quick glass claim with my insurance and the Ace manager told me that was fine and took a picture of the claim information and appointment. Safelite called me a couple days later and told me Ace refused service and had to process it through their claims department. Fine, I assumed they just wanted to nickel and dime their way into more money Today I got a email from their claims provider with an estimate for $1800 in damage plus a receipt showing they took my deposit on the car already and asking how I would like to proceed with the rest. The thing is the estimate on their part is blatantly fraudulent and includes body work and metal work and paint and all kinds of stuff that just doesnt apply to just the window being broken (Safelite was charging me $169 for the whole replacement). The pictures and the condition returned form that I filled out with Ace show the window was the only damage. I noted damage on the form I filled out before taking the car and their employee clearly noted the only damage when returning it was the window broken. They are refusing to remedy the situation and just asking for payment. I will not file a claim with my insurance or my credit card as this seems like blatant insurance fraud for existing damage that had nothing to do with me.Business response
07/02/2024
Hello *******,
Thank you for taking the time to write to us regarding your rental in ***** and the damage claim. Unfortunately, once a claim is opened there is nothing ACE can do and it does need to be handled through your insurance with Rockport Auto Claims directly. You would need to request the information from them and dispute it through your insurance.
Thank you
ACE Customer Care
Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Priceline trip number 573-391-355-18 Purchase date Jun 18, 2024 Payment method **************** (1007)Billing name Kirill ********** Daily rate $36.75 Number of days 6 Taxes and fees $146.75 Car subtotal $367.25 Collision damage coverage $78.00 Pick-up Sat, June 22 1:00PM Drop-off Fri, June 28 1:00PM Location ACE *************** Airport (CHS)******************************************************** *************** How to get there Confirmation number POV16027145 Hello my name is *****************, on June 18 I have booked this car rental with Ace, and paid for it. When I arrived to ********** airport on June 22, I called Ace, the lady on the phone told me to wait for their shuttle outside. We have waited for over 20min, and the shuttle passed us by and didnt even stop. So I called Ace the second time, and the lady told me that we shouldnt even come to the office, they are out of cars. When I asked to speak to the supervisor, the lady said they dont have one! What kind of business is that???!!! My reservation was confirmed and fully paid. They just told me to take it up with Priceline. I had to find another car rental on the spot which cost more money. I still didnt get my refund! I would like my refund plus the difference I had to pay for another rental. Thank youBusiness response
07/02/2024
Hello Kirill,
Thank you for taking the time to write to us regarding your rental in **********. Regarding the refund for what was prepaid, this will need to be handled through Priceline as your paid them for the booking and as the rental was not used ACE did not receive the funds. For the refund for the difference in what you paid for the rental with another company, please email us at ************************************* with all your information and the final invoice for the rental you did have and we will review the information.
Thank you
ACE Customer Care
Customer response
07/02/2024
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.
Hello, when I contacted Priceline, I was told that they wont release my refund until they get a confirmation from your company that there were no cars available, please provide that response. My final bill from ***** is attached in this complaint and thats the amount Im seeking to get back. I dont feel comfortable dealing with your company directly, its proven to have no integrity when it comes to agreements. I will prefer to resolve this issue through BBB. Thank you. Kirill Provide details of why you are not satisfied with this resolution.]
Regards,
Kirill SokhonchukBusiness response
07/09/2024
Hello,
From our records, Priceline has not reached out to us for more information regarding your booking. It is protocol that they reach out to us directly for verification.
Thank you
Customer response
07/10/2024
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.
Hello, I called Priceline again today and they were finally able to process my refund. Please address the second part of my complaint and provide the refund for the difference that I had to pay, due to Ace not fulfilling my booking or notifying me about their inability to provide a car. Btw, I was never even offered an apology from Ace on all the stress that was caused by their poor business practices. Will never do business with *** again.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Kirill SokhonchukBusiness response
07/12/2024
Hello Kirill,
In regards to the difference you had to pay, you will need to email ************************************* directly with your information and the final invoice for the booking you did have with another company so that it can be reviewed.
Thank you
Customer response
07/15/2024
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. Like I have mentioned multiple times, I dont trust that your company will refund it unless BBB is involved, you guys dont seem to care for your customers whatsoever. I will email them today. But I will keep this complaint open until its resolved.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Kirill SokhonchukInitial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
ON JUNE 7--JUNE 10 I RENTED A CAR AT THIS ACE RENT-A-CAR LOCATION. UPON PICKUP, I CLEARLY TOLD THE ***** I ALREADY HAVE MY RENTAL CAR INSURANCE ON MY CREDIT CARD, NO NEED TO BUY ADDITIONAL PROTECTION PLAN. AFTER DROP OFF (RETURN), I NOTICED THERE IS A RLW CHARGE OF $29.99 PER DAY TOTAL IS $******. I NEVER AGREE TO PAY IT. THE RENTAL ***** PLAYED A TRICK, ADD IT WHEN I HAVE NO IDEA ON IT. I NEED THIS ****** BACK TO MY CREDIT CARD!Business response
06/25/2024
Hello *******,
Thank you for taking the time to inform us of your recent rental. Credit card insurance is only collision and per our policies you must have collision and liability which is why you did need to purchase this. Unfortunately, no refund will be awarded as this is a valid and required charge.
Thank you
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I rented a car through Priceline for Ace. I know I selected dealers choice as it didn't matter to me what type of 5 person sedan I got. Upon arrival I was told the only car they had available was a big van for 9-15 people. I told them my ************ were the only 2 ********** demanded a car as that's what site offered. Immediately this guy said well for an upgrade we could get you a Camry. $15.99/day extra for 8 days, meaning it was $129 more! I accepted it because I didn't have a choice, we were at LAX & needed to drive to my son's house 3 hours away. When I returned the car I tried to speak again to a man but he told me that I had to speak to the original man & then there was nothing that they could do for me. Once arriving at home I emailed Ace Corporate at their response was I agreed to the *************** was nothing they could do. Isn't it against the law to use bait & switch for them to demand more money for original was settled up on. All I asked the home office was to refund the extra charge of $127.92. I had already agreed to pay $386.92. I have added my original order & what I actually paid & also from Priceline that shows dealers choice is for a 5 person vehicle not a van for 9-15! Absolutely horrible company! Please help me hold them accountable for their bad business practices.Business response
06/25/2024
Hello *****,
Thank you for taking the time to inform us of your recent rental in LA. The dealer's choice is any vehicle the location sets aside for your rental that day, this could be a truck, minivan and even a passenger van. If the offered vehicle is declined there is a fee for any vehicle that is then accepted after. Unfortunately, no refund will be awarded for the upgrade.
Thank you
Customer response
06/25/2024
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.
Why then did dealers choice show a 5 person vehicle & not 5+? How is it that I could have rented a Camry for the same time period for $305? But yet they charged me $532 for the same vehicle? Bait & switch is illegal!!
Regards,
***********************Customer response
06/28/2024
I am extremely excited to report that Ace Rental Car actually met me half way & refunded half of the additional charge!! Please if at all possible way could you add this to my complaint post so that they get credit for doing the right thing & compromising with me!!! Thank you all so much for what you do to protect us!!!!Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charged us almost 200 dollars more, they pressure people into buying an extra insurance, without being clear about the charge fees being daily, instead of a one time fee. I was told it was only a one time fee, Then when car is dropped off they end up charging more. I tried to dispute the charges and they said they will listen to the recording and never did. I have tried to reach out to them multiple times without success. They are stealing peoples money by adding hidden fees and confusing people. I gave them a bad review in ****** and found out multiple people had experienced the same thing as me. Their customer service is horrible, they lie and do not follow up on their word. I have sent e mails, called and they have not responded to my claim. When I was waiting for my car a lot of people were complaining for the long lines and their services.Business response
06/18/2024
Hello *****,
Thank you for taking the time to write to us regarding your recent rental in *********. The *** coverage was signed for and you did receive a copy of the rental agreement with the charge prior to leaving the location. There is no charge for an additional driver on your invoice. Unfortunately, the *** will not be refunded as it was signed for and accepted.
Thank you
Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reserved a rental car with ACE at FLL as a package deal with price point. These extra charges were not explained to me. I had a voucher, and I thought that I would just have to provide a $200 refundable deposit. Boy, was I wrong. The cost for a booster was high. If I would have know this, I wouldn't have got one here. It would have been cheaper to purchase one. The guy checking me in stated that the booster was included. Also, I was charged $30 for a daily extension fee that I have no idea what it means. I never extended my reservation. Don't fall into this trap that I did. I will never rent from ACE again. I travel frequently and never had a problem with any other company. My receipt also states no refund. I believe this is a mistake and I should be receiving money back.Business response
06/17/2024
Hello *****,
Thank you for taking the time to write to us regarding your rental in ***************. The customer of the child seats is in the terms and conditions prior to rental on all sites for ACE. The daily extension fee is only applied to your contract and never billed to you. It is only placed in the event you do want to extend, it locks in your rate. As you did not extend it was credited to your contract and never billed to you. The final cost of your rental was $131.25 including the child seat.
Thank you
Customer response
06/21/2024
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
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I rented a car from the ATL airport on 5/28-6/1 for $22 a day. When I got to the desk, the agent was very pleasant to speak to. While I was at the car center, their agent forced me to get the supplemental liability coverage and denied me the opportunity to provide information about my full coverage through AAA. I told her I had full coverage. All full coverage insurance covers ALL rental cars. This proof of insurance was never asked for. When I seen the amount on my bill, I thought it was the $300 deposit, $22 a day and tax and fees.The very next day (5/29) after I checked my bank account, I saw a $300 deposit and a $482.25 charge, I immediately called the number on the agreement. I told them I didnt not want the ******************* and I have full coverage with AAA. The lady I spoke to insured me a supervisor would call me. I called again with the same story on 5/31, 6/4, 6/6. Each time the agent I spoke with told me a supervisor would call me back. I filled out a complaint from their website. On 6/10, I decided to chat online with an agent. Finally someone called me to say, sorry you signed the agreement. I couldnt answer the phone as I was at work. I just want to get the money back from the insurance they added. Which would be $270.Customer response
06/13/2024
I finally got a hold of the supervisor yesterday 6/12/2024 after calling 4 times, filling out a complaint form and chatting with the online chat.
He said, since I called ACE rental the following day 5/29 (they have records of this) and called 3 other times without getting this resolved, he decided to only charge me for one day of insurance. Im supposed to be getting a refund now.Business response
06/13/2024
Hello *********,
Thank you for taking the time to reach out to us regarding your rental in *******. After the charges were reviewed, as the insurance was signed for and accepted as well as in your interaction with the agent personal insurance was not mentioned, no refund will be provided.
Thank you
Customer response
06/14/2024
After 5 phone calls, filled out an online form and chatted online with ***, I finally got a hold of a supervisor. Hes going to only charge me for insurance for one day since I called the following day. He refunded me $251.
I believe they did the right thing even though I had to fight for it.Customer response
06/20/2024
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.]After 5 phone calls, filled out an online form and chatted online with Ace, I finally got a hold of a supervisor. Hes going to only charge me for insurance for one day since I called the following day. He refunded me $251.
I believe they did the right thing even though I had to fight for it.
Regards,
********* *****Business response
06/25/2024
Hello *********,
I am glad to hear that the insurance has been refunded to you and that this issue has been taken care of.
Thank you
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