ComplaintsforACE Rent A Car

• Initial Complaint

  03/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I made a rental car reservation through Priceline.com with ACE Rent A Car and put my card information down to hold the reservation. The price I reserved for was $174 for the entire trip. I put the driver as my partner (***************************************) but they ended up putting the reservation under me since I had to pay. My flight was running late and when I landed I had to catch two shuttles to get to the rental car pick up site. When I arrived there, they told me that since I was late, they gave away the car I had reserved and the only cars they had available were for $350 for the whole trip (Double what I expected). Their reasoning for giving away my rental car was because I was late and didn't pay when I reserved online, which I never was asked to pay at the time I made the reservation. This is predatory behavior because at this point, I am stranded in another state with no way to get around. The only option I had is to pay the new cost. After this situation, I read reviews and noticed that I was not the only person they did this to. Also, I had to take their word for it that they didn't have any cheaper options. They also put a $200 hold on my card which essentially put it at the limit. This ruined the whole trip.

  

  Business response

  03/11/2022

  Good Afternoon, 

   

  From what my records indicate they have refunded your upgrade fee as of this Tuesday March 8th. We are confirming with the location as to what the total is. Once they provide the total we will email you through the current open ticket we have open for your case. 
  
  Thank you,
  
  Ace ************* Team

  Customer response

  03/16/2022

  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

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drivio is claiming that I caused severe undercarriage damage to their vehicle, which I contest due to the fact that the car broke down the same exact day I got it within a few hours of having it, for which it was parked for most of it. The car didn't last 4 hours. When I picked up the car the front bumper on the passenger's side was popping out but the rep just popped it back in and told me not to worry about it so I didn't think anything of it, and they put hubcaps on the rims so you cant see the condition of the rims. I didn't think to ask them to take off the hubcaps to see the rims, open the hood to see the engine, or ask why the front bumper kept coming out of place. I initially came into contact with drivio through expedia, a reputable travel coordination agency/app, so I felt it would be trustworthy. When I landed in ********** I picked up my car from Ace Car Rental of ****** and the above mentioned took place. Once I got my keys, I drove to Queens ******** - 45mins away to meet a friend and use the bathroom. The car was parked at this location for about 2-3 hours before it moved again. From queens I was on my way to the bronx again another ***** mins and in the midst of that drive the tires went flat and when I looked ALL 4 tires were popped. I called and asked if they could send me a car, they said I was too far and I was better off doing it myself, keep the receipts, and they would reimburse me. So I agreed. When I got to the tire place, the mechanic asked me if I hit anything and I said NO because I did NOT HIT ANYTHING! I didn't hit anything, run over anything, and I wasn't speeding, I did nothing that would cause the rims to look the way they did. I have pictures. When I got back to the facility they told me to send the receipts to an email address for reimbursement. I got a call stating to bring them to the facility in person. I told them I couldn't was back home in Atlanta, few minutes later I get a call from corporate stating they wont reimburse me.

  

  Business response

  03/11/2022

  Thank you for your review. I have sent this over to the manager of the location so he can work with you further. I have created a ticket for you in this case and that will reference back to your confirmation number.

   

  Kind regards, 
  Ace ************* Team 

  Customer response

  03/16/2022

  Better Business Bureau:
  
  I did not see a message from the business with any details towards resolution. I am still very interested in pushing forward. Companies like this should not be able to get away with such deceptive and malicious behavior. They do it because they feel people are ants, but fail to realize ants are armies in number. People fail to realize that as well. I know I am not the only person who has experienced this level of dissatisfaction with this company. Mu only disclaimer is I am referring to the DRIVIO in ****** ********** AKA Ace Rent A Car ************************* **********. I am not sure if the two entities are related. 
  
  ************************************************
  

  

  Business response

  03/25/2022

  Good Morning,

  Management has let me know that all further correspondence on the vehicle has to be done through Rockport Claims. Their phone number is ************ and 

  the email is ******************************
  

  Thank you, 

  
  Ace Customer Care

  
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: I had a flat tire on the front passenger side with the rental car I rented from Ace Rent A Car near the Orlando, FL Airport. The flat tire occured on Interstate 4, eastbound from Tampa to Orlando. Ace Rental Car Agency is trying to charge me almost $1,700 for 'damages' (please see attached documentation). This flat occured at highway speeds, and was a blowout of the sidewall (please see pictures attached). The tread on the front tires was below standards for safe operation of a vehicle, and the wear on the tire contributed to the condition that lead to a sidewall blowout. The front tires were due to be replaced which resulted in the blowout. I question Ace's preventative maintenance practices. I was able to pull over to the shoulder and change the tire and safely return to Orlando. When I returned the car the next morning, I was told by the agency that I would NOT be held responsible for the flat, and that they would simply take care of it. The agent asked me to write 'No My Fault' at the bottom of the tire damage report. Upon returning home days later, I received a call and an email from a Sarah ******** at Rockport Auto Claims (sarah@rockportautoclaims.com) on 1/27/22 stating that if I didn't pay within 10 days, they would send me to collections. My reply email is attached for reference. It took Ace/Rockport over one month to reply to my counter-email. Please call me with any questions, and I appreciate your expedient review of this case, as they are threatening me with collections if this is not resolved within 10 days. My simple request is for this payment request to be dropped, and obviously not sent to collections. Regards, Isaac *******

  

  Business response

  03/11/2022

  Thank you for reaching out. I have forwarded the information you have provided to the manager of the location. He will be reaching out to you soon with a resolution to this.

   

  Kind regards, 

  Ace Customer Care

  Customer response

  03/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16829954, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business said they would reach out to me for resolution soon, and that was several days ago, with no contact.

  Meanwhile, the agency they are using for collections will not return my emails either. It feels as if they are ignoring me with the threat of putting this through full collections and adversely affecting my credit.

  Please help provide resolution as soon as possible.
  
  Regards,
  
  Isaac *******

  
  

  

  Business response

  04/28/2022

  Good afternoon, 

   

  All of the locations claims are done through Rockport Claims. They can be reached at 210 403 2336 or emailed at contact@rockportautoclaims.com. 

   

  Thank you, 
  
  Ace Customer Care

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December, 2021, I reserved a rental car through rentalcars.com from ACE Rent A Car for December 29-January 6, 2022. When I picked up the car, I was put in contact with a video agent. He asked that I sign a "waiver" which I understood to indicate I was declining coverage (insurance), which is standard practice when renting a car. I agreed to sign the waiver on the understanding I had my own insurance and did not want to they rental car company for additional insurance. I specifically explained this to the video agent. He asked for my credit card for a deposit only, saying the deposit would be returned. When I returned the vehicle, I did not receive the deposit back. I was told the deposit would be kept because I was charged $25/day for the "waiver" -- essentially that they had provided insurance to me. I called several times to dispute the charge, and was told they would have to review video. After being told I would get a response within a day or two, no response came until today, March 1. I was told they had reviewed the video and that they said I had agreed to the waiver and fee. I told them that did not happen, and requested the video. They refused to provide it or reverse the charge. ACE effectively charged me for a service I did not need or want, and claims it got my consent for this charge based on misleading statements. This is an unfair business practice, and I want my money back. I was charged $225 extra. Based on how this business operates, I suspect that many others have been unfairly charged in this way. I attach my contract, obtained after I returned my car, showing the $25/day charge for which there was never a meeting of the minds.

  

  Business response

  03/04/2022

  Hi *****, 

  
  Thank you for sharing your experience. I have gone ahead and opened up a complaint case on your behalf. Once I have further details on what happened I will updated this accordingly. 

   

  Thank you, 
  
  Ace Customer Care

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday 2/11, spoke with ******* at the corporate center with ACE who admitted that he would be providing a refund of $505.55 from our reservation booked from Priceline for 7 days (1/1 1/9). This is due to a billing issue which he had said, however still have not gotten any refund as of yet despite following up. Our reservation was paid for and reserved from Priceline, for 7 days (1/1 1/9) for a standard compact car, with the note from Priceline to present a valid driver's license at the counter and a credit card in his/her name for a security deposit. Any additional insurance options were denied/not selected as our credit card company offers liability insurance packaged in.At the check-in, we were told to sign a contract and mislead by the agent. He had not informed on any supplementary insurance add-ons and in fact, were told that $805.55 was a security deposit that would be refunded. We have fully paid for our reservation on Priceline and ACE Rent a Car was pushy for a security deposit and tacked on additional charges at the time of retrieving the car, saying it was a security deposit that would be fully refunded. This was confirmed discussing with the agent and in the facility prior to retrieving our car rental. Any additional insurance options were denied/not selected as our credit card company offers liability insurance packaged in.We were tricked and mislead and also requested for live video footage on proof for details with interaction with agent confirming on the refund of $805.55 (which was only a security deposit) to confirm what was discussed. Even with a phone call with ACE Customer Experience and conversation with an agent at time of picking up the car, we still have not gotten the refund of $505.55 as mentioned.

  

  Business response

  03/08/2022

  As the customer states, she booked with ACE through Priceline as a pay on arrival reservation. There was no inlcuded rate in this reservation though Priceline since this was not a pre-paid reservation. Upon arrival, the customer signed the contract accepting the charges for the insurance. See the attached for proof of the services included in the rate from Priceline.
  
  After returning the rental, customer denied signing for the insurance charges. She claimes that the lights at the location were dim and that she didn't realize what she was signing. This location does not have light controls and they are on 24/7. After this, she then claimed that she was worried about covid. We take covid seriously at our locations and have taken the neccesary precautions.
  
  Despite the above, the manager of the location offered her back the security deposit of $250 for her troubles. She denied this and called our corporate location for a full refund. When asking for an explanation, she explained all the above in addition to pre-paying for all the fees with Priceline. As stated above after an explanation, this was false.
  
  She then proceeded (and still continues) to harass ACE staff by calling their personal cell phone numbers and is now having other people call on her behalf.
  
  Because of the false information provided by the customer and the attempt of the location to resolve this, we have closed the case and recinded the original offer of $250 for compensation. We have no intention of continuing communication with **************.

   

  Customer response

  03/11/2022

  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 are below. 

   

  Business: As the customer states, she booked with *** through Priceline as a pay on arrival reservation. There was no included rate in this reservation though Priceline since this was not a pre-paid reservation. Upon arrival, the customer signed the contract accepting the charges for the insurance. See the attached for proof of the services included in the rate from Priceline.
  
  
  Customer:Please review attached below Priceline receipt (Driver Name has been removed due to privacy) with Daily Rate and total cost. Customer prepaid charges to Priceline and to pickup the car at the *** kiosk.
  Customer never requested additional insurance nor was disclosed for additional services by ACE Rental Car Representative. 
  If customer did not consent for any additional services then why *** added it?  This is fraudulent and deceptive business practices. 
  Customer was communicated by *** that the charges are for a security deposit ($805.55),which would be fully refunded ($805.55) upon return of the vehicle with full tank of gas, which was followed by customer. 
  *** only refunded $300 out of $805.55 and kept remaining $505.55 balance for additional services, which were never agreed-upon by customer. The document was signed based on a misrepresentation by the *** agent and general manager even admitted guy had upwelled hard to previous other customers and was aware of the issue around this. 
  Customer did request audio/video footage from *** so the truth (and what was discussed at the facility) could prevail. Unfortunately, *** never provided evidence/video and audio feed based on the communication with the *** agent of what was discussed at the time of signing (for which the document was signed based on that understanding). 
  
  In brief,why would the customer pay $505.55 for renting a car that had a total cost of $151.37 that was already paid for reserving the car booked via Priceline (with our own insurances (auto insurance, traveler insurance, and credit card coverage for car rental insurance) clearly fraudulent deceptive practice for which customer was framed. See attached receipt for proof.
  
  Business: After returning the rental, customer denied signing for the insurance charges. 
  Customer: An incorrect statement, customer was mislead and never informed  about additional charges, it was communicated as security deposit, which would be fully refunded upon return of the vehicle. We had requested audio and video recording from the manager at *** to confirm that this was what we were told at the time of what we were signing.
  
  Business: She claimes that the lights at the location were dim and that she didn't realize what she was signing. This location does not have light controls and they are on 24/7. After this, she then claimed that she was worried about covid. We take covid seriously at our locations and have taken the neccesary precautions.
  
  Customer:*** rented the car after hours, of course with low visibility (estimated time of pick-up around 10:45 PM PST, *** rental office closes 10:00 PM PST). There was one *** associate in the lobby coughing in rental lobby area, and we felt unsafe.  
  
  Business: Despite the above, the manager of the location offered her back the security deposit of $250 for her troubles. She denied this and called our corporate location for a full refund. When asking for an explanation, she explained all the above in addition to pre-paying for all the fees with Priceline. As stated above after an explanation, this was false.
  
  Customer: Your statement is erroneous, customer was offered $250 credit by *** General Manager, provided customer agree with unknown terms, all conditions, and sign a paperwork in order to release *** from any responsibility/liability. Upon further research via social media, new information revealed that even some customers were offered similar way but never received the credit at the end,hence customer decided not to pursue this offer due to lack of credibility on *** part plus customer was entitled for full refund amount of $505.55 (not just $250).  Also, customer was informed by *** customer brand executive (*******)that she was double charged after ******* after he reviewed her trip details and charges.
  
  Business:She then proceeded (and still continues) to harass *** staff by calling their personal cell phone numbers and is now having other people call on her behalf. 
  
  Customer:Again, one sided statement, which is far from the truth. Customer tried to contact *** customer service initially as well as corporate for an amicable resolution on this matter. However customer was purposely ignored, repeatedly lied to, despite her being informed that ******* would be contacting her by a certain date and was assured also by *** that it would be assured that someone would get back. Customer only followed up politely and never was harassing.Instead, rude attitude to customer was witnessed by customer which included hanging up of the call,  not returning response to voice message (based on what was discussed on amicable resolution) and customer tried to followup regarding the refund confirmation by calling (as discussed by *** Staff to customer)based on the appropriate timeframe as what was communicated to customer.However customer never received response on this matter. Contrarily it points to harassment to customer and indication of worst customer service experience of being mislead to, put in circles and contradictory to what was communicated to customer on the call. 
  
  BTW,most of contact information was acquired from company web site. It was never the intent to get another party to call *** nor interest, but to verify/confirm that *** lines were working since it had seemed that lines were getting disconnected upon call transfer and lack of response. 
  
  Business:Because of the false information provided by the customer and the attempt of the location to resolve this, we have closed the case and recinded the original offer of $250 for compensation. We have no intention of continuing communication with **************.
  
  Customer:Customer never provided false information. *** Rental has twisted and manipulated information to take advantage of customers innocent, vulnarability and helplessness. Customer has always tried to detail the root cause, for example, why *** is charging twice for rental car service (1. Priceline Prepay & 2. *** Rental contract charge)? Unfortunately, customer never received straight answer to the key question. It is unfair & unprofessional to **** customer twice and misleading to additional charges without disclosure to customer. Finally, it reinforces customers doubt if *** would ever pay credit refund of $250? Hope this explanation would help other customers to avoid similar trap situation. 
  

  
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a mid size SUV rental at *********** airport for 10:30 am pickup. I ended up getting to the rental car location at 11:25 am and in line by 11:30 am. I get to the counter (2 people were at the counter when I arrived). The woman proceeded to tell me that they just gave my rental away to the man in front of me for being an hour late. The *** website advised a hold of 4 hours so I didnt worry to contact them about my slight delay. I was told that they had no suvs so all I could take is a car. They gave me an old ****** Corolla which didnt have working navigation app in the car. They charged me the same rate as the suv. I contacted their customer service line which said the location manager would call me but nobody has contacted me still after 4 days. Its been very disappointing since I was worried about being stuck in Santa Fe snow storm without 4 wheel drive. I would like them to charge me appropriately for the vehicle I received.

  

  Business response

  02/25/2022

  Good afternoon, 

  I apologize that nobody was able to reach you. I do see that in fact you were downgraded. After review of your case we can process a refund of ***** to you. Can you pleas email ***************************************** If you can please include your confirmation number and the desired email you would like your refund sent to we will  have this processed to you. 

   

  Thank you, 

   

  Ace Customer Care

  Customer response

  02/28/2022

  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. 
  
  The business has yet to provide me a **** for the rental or contact me as promised. I would like a deduction of $100 off the **** based on the vehicle I was provided.
  
  Regards,
  
  *******************************
  

  

  Business response

  03/02/2022

  Thank you for your reply. My apologies for the delay in communication. The most we can provide for compensation is the $41.89. No further refund will be provided. Please confirm the email you would like your refund sent to by either replying to this message or by emailing us directly at ****************************************.

   

  Kind regards, 
  
  Ace ************* Team

  Customer response

  03/07/2022

  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. 
  
  The location manager never contacted me and the business has still failed to provide me a **** to my email *************************** of the charges as requested for the rental. I believe a $100 refund is more appropriate based on the rental and service provided at *********** airport.

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

  
  

  

  Business response

  03/11/2022

  Thank you for your message. We will go ahead as a one time courtesy for a refund of 100 dollars. We've gone ahead and forwarded a copy of your invoice to your gmail email. The refund will come through our site known as Tremendous. The link will be sent to your gmail email too. 
  

  Thank you,

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

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reserved a rental car for 2/18 at 9:00 for $350. Our flight was pushed back and delayed. We arrived at 12:15am upon which time we were told they had given our car away because we were too late and after asking us if we had good insurance could only provide us with a car for $1446. This is classic bait and switch. We were not alone. There were at least 10 other families that were there that were told the same thing. We all had reservations and there were no cars. They promised a service and didnt provide. We ended up having to pay $900 to rent from another place. I would like to be reimbursed the difference between what I was promised and what I had to pay. $550.

  

  Business response

  02/25/2022

  Good afternoon, 

  I have opened up a ticket with the manager of the location on your behalf to find a resolution to the issue. Please allow 2-3 business day for further follow up.

   

  Thank you,
  
  Ace ************* Team

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a vehicle from ACE rent a car in ***********, ** and picked up at their *** location. After filling out all the paperwork, I was told I was good to go. I preceded to head out to my accommodations which was an hour away. I then received a message stating I would have to return the vehicle because it was not inspected. No one told me to do this prior to leaving. I told them if I return it that I would want a refund as I was no longer interested in keeping the vehicle. I was told I would get a refund. It has been 7 days and I have not received a refund yet as I was old I would.

  

  Business response

  02/18/2022

  Thank you for your review. I have forwarded the information you have provided to the locations manager. They will be reaching out to you with the resolution to the issue. 

   

  Thank you, 

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

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 27, 2021 I rented a 2019 Huyndai Elantra from Ace Rent a car at ************** airport. There was a lot of damage on the car, I noted it all on the check out slip and their person agreed with it, and marked it too. I have attached the check out slip. On August 1st, while driving the car there was a flat tire on the wheel that was marked as damaged on the check out slip. There was nothing else that happened, nothing. Two police officers stopped by and saw that, and one of them helped me change the tire. To my surprise on August 21st I received a letter from Rockport Auto Claims who apparently handles Ace Rent a car claims (claim number *****), asking me to pay for all the damage to the car that was marked as being there when I rented the car. I showed them the check out slip. In response they provided three different check out slips, one for a different car (Rogue Silver) that I rented from them, after I returned the car that was claimed to be damaged, and two from completely different drivers (and also wrong cars). I pointed out that they have wrong check out slips, wrong car and wrong driver, showing them the right check out slip. Still, they proceeded with the case, based on wrong cars/wrong drivers in the check out slips, knowing that this is all wrong. How on earth can they do this, the check out slips are crucial when dealing with pre-existing damage, they have produced three wrong check out slips, wrong cars, wrong drivers and they know they are wrong. I have the original check out slip, and have shown it to them, but they are ignoring it. In addition to the correct check out slip, which I have shown them, I am attaching the incorrect check out slips that they have produced. One is in a separate file (Inspections), and two more are in the end of the Photos file. I am also attaching the rental page, which shows the driver, *****************************, and the car, 2019 Huyndai Elantra. How can they proceed with this with check out slips for wrong car/drivers?

  

  Business response

  02/18/2022

  Thank you for the information you have provided and I apologize for all the trouble. I have created a case for you and have escalated this to management. We will be in contact with you for a resolution. 
  
  Kind regards, 

  Ace Customer Care

  Customer response

  02/28/2022

  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.  *********** simply promised to look into it, I have been waiting for 10 days but nothing has happened.
  
  
  Regards,
  
  *****************************
  

  

  Business response

  03/10/2022

  Thank you for your response and my apologies for the confusion with the claims. I've spoken directly with the location and they have advised that you need to speak directly with their claims department. Rockport claims can be contacted through ****************************** and their phone is ************.

   

  Kind regards, 

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

  Customer response

  03/15/2022

  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. They told me to get in touch with their claims department, rockport auto claims. I have been dealing with them since August. I have spent so much time dealing with them already. I sent them the correct check out slip that was signed by the Ace rental employee at ************** airport. They sent three fraudulent check auto slips, wrong cars, wrong drivers. I told them about it. They kept promising to send the correct check out slip (I do actually have it, and sent it to them), but they never did. They also told me not to tell my insurance company about what they have done since the insurance company would reject the claim as fraud. I opened a case with BBB regarding this with rockport auto claims directly. They again promised to send the correct check out slips, and never did. They are engaged in insurance fraud, and they know it. This is not a matter of money for me, since the insurance already paid everything. But this is fraud. They should drop the claim and reimburse the insurance. I will report Ace rental as being involved in insurance fraud if this matter is not resolved. Since August I have been getting check out slips for wrong cars, wrong drivers, and only promises that the real check out slip will be sent (it already was sent, I sent it to them since I have the original check out slip)
  
  
  Regards,
  
  *****************************
  

  

  Business response

  03/18/2022

  Hello, 

  Rockport Claims has to handle this directly. Their contact information is as follows Telephone: *****************. FAX: *****************. E-mail: ******************************.

   

  Thank you,

  Ace Customer Care 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently rented a car from the Ace Rent a Car location near the *********** airport. My reservation was ********* and I rented a white ****** Versa, which I picked up just before noon on Friday February 4 and returned on the morning of Monday February 7. The agent took photos and noted many dents, scratches, and cracks on the car before we left the facility, but these small aesthetic defects did not seem like a problem. On Friday, we had no issues with the car as we drove a short distance to our Airbnb and later drove about 30 minutes each way to dinner on surface roads. However, the next morning, a couple of miles from our Airbnb, the car stopped suddenly in the middle of the road, and a light flashed on the dashboard saying the key was not in the car. Obviously, it was, or we would not have been able to leave the house. It was in the cup holder as usual and there was no obvious reason for this to have happened, which was extremely scary. We felt shaken and were then too uncomfortable to drive the car on the freeway, where a sudden stop could be very dangerous. We decided to use only surface roads to get around. Later that day, warning lights for the tire tread and the engine turned on. The tire tread warning light eventually went off, but the check engine light stayed on for the remainder of the weekend. Not wanting to waste any of a very short vacation on going back to the airport to get a new car, we decided to stop driving it on the freeway or long distances on surface roads and to stay within a few miles of our Airbnb for the rest of the trip. I am writing because I think that we should be refunded for the final day of our reservation, when we could not use the car as planned, or hardly at all. I think it is highly inappropriate to charge such high rates for rental cars when they do not work properly and add stress to the already stressful experience of traveling.

  

  Business response

  02/18/2022

  Thank you for your message. I case has been opened on your behalf to further investigate this. Once we have further information we will reach out. 
  
  Kind regards, 
  
  Ace ************* Team

  

  Business response

  02/25/2022

  Good afternoon, 

   

  I've reached out to the locations manager on your behalf. They should reach out to you within 2-3 business days with a resolution to the issue.

   

  Have a nice day,

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

  Customer response

  02/25/2022

  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 have not heard from Ace Rent a Car despite the message that a local manager would be reaching out to me within a few days. (That was more than one week ago)
  
  
  
  Regards,
  
  Kaitlyn Tiffany

  
  

  

  Business response

  02/28/2022

  Hello, 
  
  The manager stated that they reached out to you February 18th and left a voicemail that stated the following below.

   

  called customer left voicemail 
  
  
  explained to the customer that the car has been rented out 3 times after her and no one has complained about the car and is currently with a customer as well. waiting for customer to call back 

   

  Thank you,
  
  Ace ************* Team

  
  

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