ComplaintsforACE Rent A Car

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I reserved a rental car with ACE from *** location my reservation was for 05/07/2022 (2pm)EST to 05/10/2022(2pm) under reservation number KMS12773076, due to ***** my flight landed 30 minutes late it was schedule for ****pm EST but I landed at 4pm EST and make to the booking office at ****pm located at ********************************************************, as per the contract and ACE reservations they should keep my reservation for 4 hours which is 6pm local time but they refused to give me my rental saying we can only keep it for 2 hours also refused talk to any one on the phone, in addition to that i have called ACE reservations ************ and ACE customer service ************ at least 15 times but rep on the line not willing to talk to the person at counter either but telling me they should've kept your reservation for next 4 hours its our policy and email to corporate and i ask them but they are not giving me a rental how am i suppose to go home and each and every one of the rep said its not our problem we cant do anything spent 2 hours in the cold rainy weather that corporate policy is for 4 hours but their attitude was unacceptable, if you want to can reserve again which is higher price ofcourse. believe it or not i have been calling this cx care number since 05/07/2022 till today even my trip is complete and i am home after spending 250$ in uber and still not able to talk to any one have sent multiple emails but no reply which made me submit this complaint there was many people they were doing the same thing , you can try calling yourself as cx and please experience the way they running business this is not right please help us out.

  

  Business response

  05/20/2022

  Thank you for your message and I'm sorry to hear of the trouble you had with your rental. I've sent this to the manager to further investigate what happened. When I have more details I will update the case accordingly. 

  
  Thank you, 
  
  Ace Customer Care

  Customer response

  05/23/2022

  I am certain that i will not get any response from business due to past experiences, they always give us run around and get away with this what ever they are doing

  

  Business response

  05/27/2022

  Can you provide any receipt from another rental or from the Ubers that you had to take during the period you had the rental? If we can receive either documentation from you we can start the reimbursement process for you. Please email *************************************

   

  Kind regard, 

  
  Ace Customer Care

  Customer response

  06/07/2022

  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,

  Muhammadhaseeb *****

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from Ace back in January. At the counter they made me sign to say there were no damages. I asked what car I had and they said just pop the trunk and u will see it. I get the car look around it and didnt notice anything abnormal just what looked like a small raindrop on the windshield. As I drove in the parking lot it appeared to be a crack in the windshield. I was going to let the attendant know before I exited but there wasnt one. I had tried numerous times to contact the company with no luck. I was only there for 2 days so I was going to tell them when I dropped the car off. I was honest. I told them what happened and how I tried to reach them and how I didnt do the damage. They didnt care and charged me a ridiculous amount of money to fix it. My insurance didnt pay for it all so I filed a secondary claim with my credit card company. They needed a breakdown of fees and *********************** of Rockport Auto claims told me very rudely that thats not something they do. How can a company legally charge you for something that they wont breakdown the costs for? Both companies are extremely unprofessional and Im never renting from Ace again. Worst experience of my life.

  

  Business response

  05/06/2022

  Thank you for reaching out. I have forwarded your information to the management of the location for further review. When they provide further information I will pass this along accordingly. 

   

  Kind regards, 
  Ace Customer Care

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  January 14, 2022 I received an email from Citation and ********************* **** stating the I could pay my recent parking citation incurred in my rental car. I could go to CVMSD.com and enter ticket ID: ******* and make a payment. I did. Paid $550 + $50 administration fee. Total $600. I paid using my debit card. I only realized that this was a fraudulent transaction when I received the actual citation in the mail around March 24, 2022. I called the LA Court number on the letter and discovered that the LA Court system does not email or ask for payment of citations online. I tried to contact this business by phone and by email with no successful response. I called my credit union and filed a fraud claim. It is currently being processed. I called Ace Rent-a-Car (*************) and have received no response or have not been able to speak with an actual person. I called Discover Cars *****************) and was told they do not give out personal information like emails or credit card #s and that I need to contact Ace Rent-a-Car. I called the *********************************** in ********** and will file a report with them. I filed a report with the *************************** I will call Priceline.com, if possible, and file a report with them, as well, against Discover Cars and Ace Rent-a-Car. I will also file reports here, the BBB, for all businesses mentioned above.

  

  Business response

  05/04/2022

  From what I see on our end is that your booking was cancelled. This was booked through Priceline so if you need to obtain a refund you need to reach out to them to have your refund processed. 

   

  Kind regards, 

   

  Ace Customer Care

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I need help resolving this matter. I havent gotten any help from the company at all. I havent even gotten a call back. I rented a car through Hotwire who booked a car for at Ace car rental at *** airport location in ********** **********. I rented the car for 4 days on 4/13- 4/17th. I left a $500 deposit and used my own car insurance coverage. I have made several attempts to resolve this matter by phone and by email but no one has responded. The company has kept $299 of my deposit and I don't know why. I picked up the car on 4/13 in the late morning. Shortly after picking up the car on Day 1 I had to put air in the front left driver's side tire. On Day 2 (4/14 I had to put air in it again. I called the rental company to inform them and ask if I can get a different car. I was told no and that I would need to contact my own roadside assistance for help because I didn't use their insurance. On Day 3 I contacted My own roadside assistance AAA for help. The tire was placed in the truck and the temporary spear tire was placed in the car. There was a small nail in the tire. On day 4 the rental car was returned and I explained to the staff at 6:00am what had happened. Ace rental was closed at that time. I had a flight to catch. I was asked to fill out a report and someone would reach out to me about the tire. No one has contacted me. $299 was kept from my card. I have called multiple times with no resolution. I have left voicemail messages for managers but no one has returned my calls. I have sent emails and no one from Ace has responded. I would like help resolving this matter and help with filing a complaint with BBB and also a formal Image.jpeg

  

  Business response

  04/28/2022

  Thank you for reaching out. I've reached out to the location to further assist with the case. Once I have further details I will update the case accordingly. 

   

  Thank you, 

  
  Ace Customer Care

   

  Customer response

  05/02/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************************
  

  

  Business response

  05/04/2022

  The *********** location responded with the following. 

  We called the customer and left a voicemail to call back. The customer did had a nail in their. The first call we got from the customer was on ******* but the customer picked up on ******* when checking the check-out pictures there was no tire light on.  Also customer got the car with a full tank of gas and brought it back on 3/4 so the customer got charged for that as well. 

  Customer response

  05/06/2022

  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. 
  
   I just received a call from Ace after I filed this complaint. Im requesting the invoice from Ace regarding the replacement of the tire. In most cases a mail in a tire does not need a replacement. A repair for a nail needs a plug which doesnt cost no more than $30. 
  
  Regards,
  
  *************************************
  

  

  Business response

  05/17/2022

  I can request these documents for you. Once I have a reply I will forward them over for you.

   

  Thank you, 
  
  Ace Customer Care

  Customer response

  05/17/2022

  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. 
  
  I still havent gotten the requested documents regarding the repair total. 
  
  
  Regards,
  
  *************************************
  

  

  Business response

  05/24/2022

  Our apologies for the delay. We've attached the invoice for the tire repair. 
  
  Thank you, 
  
  Ace Customer Care
  

  Customer response

  06/01/2022

  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

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a rental car with ACE rental in LA through Priceline for 3/23-30. We paid price line $342.78 on 3/16 using our chase CC. When we arrived they asked for a CC for holding deposit, my husband gave them our CitiBank CC. On 3/30 we were unknowingly charged an additional $429.32 to our Citibank card.Last week week we received an letter from Rockport Auto Claims requesting payment for losses of $1146.33. There were no damages or losses while we had the car, furthermore the additional charge of $429.32 to our Citibank is fraud.Upon doing a little ****** search a came across a bunch of similar complaints from other consumers, very similar to ours and some who had also booked through Priceline. Im also working with both credit card companies and Priceline but I havent gotten any resolution and Im being told they will escalate the claim and contact me with further information.

  

  Business response

  04/28/2022

  Thank you for your message. We have sent this over to the location for further review. When we receive further details we will update you accordingly. 
  
  Thank you, 

  
  Ace Customer Care

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business, Ace Rent A Car, committed to renting me a car through 3rd party Expedia on Feb 16, 2022 from April 10-April 14, 2022 for $251.98, after tax. When I showed up on time as planned they said they had no record of my reservation, that it must have been canceled somehow. I received no cancelation notice, this was a lie. I had the reservation in my hand, Expedia confirmation code EXS12534212. They said that they did not have a car available to rent to me but that they could book me a car at a place down the street called ***************** for twice the price ($450) and get a shuttle to pick us up. They said that they recently stopped their partnership with Ace, that they were only "Mex" now. I felt stuck and scared since we (myself a female, 2 children and my mother ,a senior citizen) were isolated at an offsite airport car rental shop in an industrial area in a city that I had never been to. I said yes and while we waited searched for options on my phone for a different rental company, because this felt scary. Everything within walking distance was closed because it was a Sunday. The shuttle that showed up was an unmarked car with a driver, not labeled with any company. At that point I refused to get into the car, that they called a shuttle. I feared for each of our safety. I did not know where they would take us. We asked to be returned to the airport by the Ace shuttle that brought us to their location originally. This company is also known as "Mex" and is a scam. They did not run my credit card and I haven't seen any charges come through, although I worry about fraudulent use of my credit card that they reviewed in searching for my reservation that they never found. We rented a car from a place at the airport for the same type of car and length of rental for $198 an hour later at Payless Car Rental, onsite. After talking to the family that picked up a car after us, they informed us they rented through Ace and got their car.

  

  Business response

  04/20/2022

  Thank you for providing the information. I have requested further information from the location as to what occurred. Please allow 3 business days for the location to provide an explanation. 
  
  Thank you, 

  Ace Customer Care

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left my one year old child and wife at the airport while I went to get the rental vehicle from *** airport. I did not return for 2.5 hours. When I got to the rental office they told me they didn't have the car I reserved anymore and to take a **************** of my midsize SUV. Reluctantly I go check it out and it was filthy. It smelled. Damage all over. A few other people driving away in a new durango said don't take that they tried to do it to us and then gave us this after we complained. I went back in and the guy who called himself the " lead " was super aggressive. He was dressed like a gang member not in uniform. He said " well in life you don't get what you want "! He became confrontational as if he wanted to fight me. Tell him take back your god **** money then ! I said absolutely not, my family is waiting for me and I need a car immediately! He then finally goes and gets a midzize SUV he had in the back like I originally ordered and paid for! He took his time on purpose telling me you'll learn patience today ! I tried to remain calm because I knew my family was waiting for me. My wife kept calling me the baby was crying and needed formula but we had no water to mix it with, and I couldn't help her cause I'm stuck at this rental office being apparently taught a ****** from someone who's supposedly is the supervisor. They def have a scam there going where you pay for a certain car and they try to give you a much lower downgrade and some how keep some money! I plan on going on every forum possible to tell this story. ****** review next ! I should have to feel unsafe as if your staff wanted to assault me cause I want the car I paid for ! Then I get the new car and all the tires are low , so right to the gas station to fill them all up ! Horrible experience and I want a refund! You aren't going to threaten me and get away with it! He basically acted as if he wanted to fist fight! Mexican male with tattoos and short hair at your *** Ace.

  

  Business response

  04/06/2022

  Thank you for your review. We have created a ticket for you as of Tuesday #****. We are still working on a resolution to your case. Once further information is provided we will update the case accordingly. 

   

  Kind regards, 
  
  Ace Customer Care

  Customer response

  04/07/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  

  Business response

  05/19/2022

  The *** location responded with the following.

   

  First in foremost, we do apologize that the customer felt that way. i do know who the customer was speaking about and he was in uniform wear his ACE logo shirt and pants. i personal was here and i did not notice any one  customer or one of our employees get out of hand. we were running short on SUVs at that time and customer was given a free upgrade to a minivan, customer didn't want the van and was insistent on getting an suv by that time we had an suv return and they went ahead and got it ready for him really quick. customer contracted started at 12:28 and out of the gate by 1:05 not sure how he got 2.5 hours to be honest.  At the time of existing customer was CUSTOMER WAS VERY RUDE AND DROVE OFF AGGRESSIVELY. with a girl agent that helped him. 

  Customer response

  06/03/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rental car was defective and had no reverse. I had to return the car as it was a safety hazard, first day of rental car use was wasted.

  

  Business response

  04/06/2022

  I have reached out to the location to see if I can get further information. Did you contact the location to have the vehicle switched during your rental as well? 
  
  Thank you, 
  
  Ace Customer Case

• Initial Complaint

  03/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had rented a car through Priceline to pick up at *** in ********** from February 9th-17th. When I went to pick up the car you were forced into a long line and told to wait for the next available representative to speak to through a zoom conversation. I thought this was crazy and very time consuming. It took over an hour to just speak to someone only to be told I needed a copy of my insurance card which i have never been asked to do by any other rental car company in my life. All they need is the name of your insurance company. Eventually I had Geico send it to me via email and I had to get back in line again. Another hour goes by and I finally get my car brought up. I thought it was a joke, this car was loud, had visible damage all over it and smelled like smoke. the attendant agreed this was a pretty lousy car **** hey were so busy and he was sorry. He advised me to take the car and return it if I was not happy. I returned it 10 minutes later and was told not to worry that I would not be charged for this rental car. I told him I had booked through Priceline and that I was already charged $255.47. He assured me I would not have to pay. I never received the refund and I disputed it with ***************** They just sent me the notice that I am responsible for the **** because Priceline can't get in tough with Ace Rental Car to resolve this issue. I would like a full refund or at the very least a credit for a future rental in the amount of $255.47

  

  Business response

  03/18/2022

  Thank you for the information you have provided. I have opened a customer care case on your behalf. Once I have further details on what occurred. I will provide information accordingly. 
  
  Kind regards, 

  Ace ************* Team

  Customer response

  03/21/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  This should have never got this far. They should have reimbursed me for the entire amount immediately instead of ignoring the contact attempts made by both Priceline and myself. I want a full refund or a credit in the full amount to be used in the future with no expiration date.

   

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

  
  

  

  Business response

  04/28/2022

  A full refund was issued from Priceline back in March and in our correspondence with you we communicated that it was for $224.47. The remaining difference may have been something Priceline charged on their end. That is something Priceline has to refund since you paid for the booking through their channel. 

   

  Thank you, 

   

  Ace Customer Care

  Customer response

  05/03/2022

  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

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation, when I picked up the car at 7 they say the reservation was for 2 oclock in the afternoon how am I going to register a car to be picked up at two when my flight lands at seven I reserve from the 5 of March to the 12 they said I reserved till the 11!!! Why if Im coming back on the 12 ????? They took out of my card almost 200 extra dollars Someone needs to investigate because it was two other people with the same complaint at the counter

  

  Business response

  03/18/2022

  My apologies for the issues that you've had with billing. Could you provide the location where you rented from and the confirmation number for the booking so we may further investigate?
  
  Thank you, 
  
  Ace ************* Team

*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. ↩