ComplaintsforACE Rent A Car

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/12/2022 I rented a a ****** Rogue for $22 a day from Ace Rent a Car at ****************************************. The front desk lady asked me if I wanted to add any coverages or a toll pass, and I told her I was only interested in the toll pass of $54.95. I explained to her that I have car insurance and therefore do not need any collision insurance, damage insurance, personal accident insurance, supplemental liability insurance, or roadside insurance (these were the insurances they were offering). After finalizing my rental agreement, she asked me to sign electronically on a screen not bigger than my palm. As it was way too little for me to see, I asked her what was on there and she said "everything we just spoked about. Just sign that you agree on $22 per day and a flat fee for your toll pass". I signed as I did not want to waste any more time, as she told me exactly (or so I thought) what was written down. When I came back to my hometown, my **** was supposed to total up to (5 days x $22= 110. Plus toll =110+54.95= ****** + any sales taxes). Instead, I was billed $417.93. I recall they demanded I make a security deposit of about $200 in which will be refunded to me when I return the car. I agreed. Days after I get back home, I noticed that additional charges beyond what I requested were added to my **** (all of the insurance costs I did not agree upon). I called Ace a car at ************* and explained the situation. The representative was unable to help me as he claimed it was a "superior" matter, and so I called back the next day to speak with the manager. I spoke to him and explained the situation, but he completely did not care, even after I explained to him that this was fraud- they made me sign an agreement on a screen so small that no 20/20 vision can see so that they can insert additional costs at the end of the ****, and then argue "Oh, well. You signed the contract!". The manager was not eager to help or resolve any issues.

  

  Business response

  02/04/2022

  Hello, 

  
  I've forwarded the information you have provided over to the location to gain further information. Once I have this I will provide further detail.

   

  Thank you,

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

  Customer response

  02/07/2022

  Better Business Bureau:

  *Has the company addressed the issue of the dispute? No, they have not. I have reached out to the general manager of the location and he claims that he can not assist me. 
  
  *If not, why? The manager claims that I signed documents agreeing with the charges. Note, I did not get to see what ai was signing prior to signing and was given a pad to sign. The front desk lady told me that I was signing an agreement of $22/ day rental and an additional $55 for toll. Never did she mentioned insurance or any kind. I declined all additional insurance. 
  
  *Has the company met the agreement they outlined in their response? They have not. The promised that my deposit and adjustment were going to be refunded at the time of returning the car. They never refunded anything and when I called they claimed I agreed to add all insurances for the vehicle. 
  

  Regards,

  *******************************

  Customer response

  02/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16695889, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
  
  It was stated the case was resolved when that was not the case. I rented a car on January 12,2022 until January 17,2022. I have never agreed upon insurance to be added, only toll pass. They have still added insurance without my consent and charged me for it. I signed my contract in a pad no bigger than the size of my palm (I couldnt see what was on there), so I asked the front desk lady to summarize what I was signing for and she confirmed $22/day for the ****** car being rented out along with the $55 flat fee for toll pass. I then signed the contract as that is what I was told I was signing. When I called to get this issue resolved, the manager claimed he can not do anything as its signed. He said he was going to look back at the cameras, and give me a call back to resolve the issues (which he never did- one month later almost). This is complete fraud as what they agree with you verbally doesnt match what they put in the contract. They expect people to see on their or size 2x2, when not even a 20/20 vision can see. I am expected to get refined half the total amount they billed me. I am very frustrated this hasnt been resolved yet.
  
  Regards,
  
  *******************************
  

  

  Business response

  02/09/2022

  Hello ********************,

   

  We will go ahead with the refund for the *** insurance charge of ******. Can you please email ***************************************** You will want to provide your email you want the refund sent to as well as your confirmation number. Further steps will be given to you once we receive your email. 
  

  
  Thank you, 
  
  Ace Customer Care.
  

• Initial Complaint

  01/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Reservation under my husband's name. ***************************** number ************. 1/28/21 Called to tell the ******* Airport location my flight was delayed, was put on hold for almost 30 minutes & ended up hanging up. Got there & was told reservation was canceled because we didn't show or call within 2 hours to let them know we would be late. If I hadn't been put on hold they would've known (I called within the 2 hrs). **** is the same person who put me on hold & same person told me it was canceled when I got there. When I called, before he put me on hold, the first thing I said was "my flight was ******** *** need to check on my reservation. He still put me on hold & didn't come back to the phone, knowing that's an important thing to talk to someone about. Again, I tried to call within 2 hours of reservation time & arrived right after 2 hours. There were 3 other complaining customers in there while I was there. After leaving the facility I looked at their website & it says they'll hold the reservation for FOUR hours. I didn't think to look while there as I had to try to find other arrangements *** didn't remember seeing this info when I booked the reservation so I took the worker **** at his word but the fact is I still tried to call within a 2 hr time frame & can prove it with my phone call history. It's completely unacceptable to be lied to. I also had a small child with ******* was around 9pm. The man, who told us his name was ****, then tried to rent us the same car we reserved but charge us double the amount as our priceline reservation that he said had been canceled. Complete fraud *** expect compensation from the company for the inconvenience of having to find last minute arrangements *** want them to reimburse me for the money I had to pay for transportation elsewhere or my next step is civil court. Can prove my flight was delayed & show the time we arrived at MCO to prove we were there around 2 hours late but NOT 4 hours late, which is what their ACE site states

  

  Business response

  02/04/2022

  Thank you for your review. I have requested further details from the ******* location on what transpired. Once I have further detail I will provide the additional information.

   

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

  Customer response

  02/04/2022

  Still awaiting response

  

  Business response

  02/17/2022

  The interaction has been investigated further and the location has pulled camera and audio footage from the transaction. They stated that their was no resistance during the transaction on wanting any form of discount. The gentleman that was on the reservation acknowledged the charges and was also given a rate that was lower than initially booked. The agent did mistakenly quote a 2 hour window instead of four and this was simply human error and nothing more. The manager has notified us that they will be coaching the agent to correct this. The location stated that the customer asked for reimbursement for the 25 uber fee which they will ****** But they will not do further reimbursement on anything else. 

   

   

  
  

  Customer response

  02/18/2022

  The business response makes no sense & is yet another lie! There was NEVER any offer of any lower price than what we booked. The agent when we arrive for our reservation tried to rent us a similar vehicle for more than double the price & lied & said they cancel after 2 hours when the website clearly says 4 hours! If he was unsure there should be a supervisor he should call, he should be fired! Please provide the so called camera/video footage because I was definitely not happy & challenged the agent when he tried to tell me our reservation was canceled & rent us the same car for more than double the price. What a terrible scam to run on people, especially late in the evening when they have a child with them. There were other he did that too that evening. The next day I called & left a message for the location manager & to this day haven't gotten a call back. What a disgrace. The whole location should be closed. I spoke to a local agent The next day who was nice but said my uber fee would not be paid for. It was a $30 uber fee (& really more when you consider my complete reservation was canceled & I never received a car. I am requesting at least the $30 be paid to me in the form of a check mailed in the name of *****************************. If someone will contact me, like I requested, I will provide the address in ********, ** but it should be connected to the reservation. Email is ************************* or ************************ or call at ************. I will provide address for check to be mailed or I will file a claim in civil court. These actions are against the law.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

  03/04/2022

  Good morning, 

  We do not do check refunds but we can have this emailed to you. We will need to have an invoice from your uber. Once we have this we can start the reimbursement process. When you provide the invoice please also include your confirmation number and the desired email you would like the refund sent to. Our email is ***************************************** When the refund is processed this will come through our website known as Tremendous. Once you follow the link you be able to have the funds direct deposited to your bank account. 
  
  Thank you,

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

  Customer response

  03/08/2022

  Hello, I would like the email of ************************* to be used for the reimbursement. That email & the phone number ************ is the number listed on the reservation we had that was illegally canceled by your agent. I do not have the confirmation number. Please let me know if the phone number is not enough. Again, the name it was under is *****************************. Invoice for ***** attached. I will accept response once money is received. 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

  03/18/2022

  Your refund of ***** has been sent in for processing. This should be refunded to you within 2-3 business days. 

   

  Thank you, 
  
  Customer Care Agent

  Customer response

  03/19/2022

  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

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I booked a rental car online through rocket miles, using American airline miles. ****** miles is a 3rd party vendor that now books rentals for AA. On 12/24, I went to Ace rental in ******, ********* to pickup the car& was informed that I could not use the vehicle because I don't have full coverage insurance on my personal vehicle. This was not disclosed during the online booking. I asked to purchase insurance through Ace & was told they did not offer insurance in the office. Although The online policy states that you are able to purchase at the counter. My ********** were stranded. This ruined our Christmas. ****** miles stated that it's nothing they could do until Ace contacts them, or refunds the rental. It has been a ********* havent heard anything. ****** states that Ace has to issue refund of the booking in order for them to process. I would like a refund asap. The manager at Ace hand-wrote on the reservation regarding the insurance issue. The rental agent name at Ace was ******. Car rental booking number: *********. Its unfair for me to have to chase anyone down. I called & called & emailed ace on Xmas eve& afterwards as well. They need to do whats right& refund the booking asap. Ace needs to contact ****** asap & process a refund. See all relevant screenshots & posting from ace rentals office& rockets website are attached

  

  Business response

  02/04/2022

  Hello, 
  
  I've forwarded your complaint over to the location to gain further details. Once I have more information I will provide this to you. 

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

  Customer response

  02/07/2022

  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. 
  
   There has still been no resolution.  I havent heard from the business& I checked with American airlines& they havent heard back either. 
  
  Regards,
  
  *************************
  

  

  Business response

  02/11/2022

  Good Morning, 
  
  I see this reservation was booked through a third party affiliate. To gain your refund please reach out to the affiliate where you booked and they will process a refund. I have gone ahead and made documentation of the refund on my side of things. If you have any issues please do not hesitate to reach out to our email at ****************************************.

  
  Thank you,

  Ace Customer Care

  Customer response

  02/12/2022

  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 need proof of refund before I agree to accept response.  See attached. American Airlines told me that Ace rental would not provide refund.  Until I get refund, I wont accept this response. I did however cc American and Ace together on the same email sent below to try to sort this out.  
  

  see attached denial from American airline.  They are stating that Ace wouldnt approve refund.  
  
  Regards,
  
  *************************

  
  

  

  Business response

  02/14/2022

  We are currently speaking with you via your email strand to approve your refund. Since you booked third party the third party agency has to refund your rental upon our approval which we have given. 

   

  Thank you,
  
  Ace Customer Care

  Customer response

  02/14/2022

  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 appreciate Ace for reaching out. I would like them to reach out directly to american if possible,  this seems like where the disconnect is. 
  
  Regards,
  
  *************************
  

  

  Business response

  02/17/2022

  The booking agency has reached out with the following:

  Hi ******,
  
  
  
  

  We have responded with the following: 

  Hi ,
  
  
  
  This is unacceptable. If we tell one of our partners to give a customer a full refund the partner should refund the customer as long as we ***** this. What partner is it that collected the payment? We can reach out on the customers behalf to help get this processed. 
  
  Thank you, 
  
  
  Customer Care Specialist
  **********************
  
  

  We can advocate for you for a refund if needed. I just need the customer care number to reach out to the third party to do so.
  
  ?
  

  
  

  Customer response

  02/17/2022

  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 need to know exactly what this mean  ardently denied the request due to terms and conditions that was strictly implemented regarding rental policy.  Whose policy are being referred to ? This seems like a game of t** for tat.  You all are requesting they give a refund, yet theyre denying.  at the end of the day, Ace failed to follow their own written policies, by not allowing purchase of rental coverage at the counter as stated.  As Ive shown via all documents.  Not sure what else I can say.  This has been an awful experience.  My families holiday was ruined over false advertising. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reserved a rental car from Ace Rent A Car through ********.com for $638.23, scheduled for pick up on 8/28/2021 drop off 9/4/2021 at the ACE Rent A Car location in *********.Landed in *********, shuttle to ******** Car Rental hub. ACE not located at ******** hub and required an additional shuttle ride to their ********* office.Handed rental agent my drivers license. Agent said "you are from *********" agent claim ********* just passed a law requiring all ********* residents must purchase additional insurance when renting a car. I explained that we had additional insurance through *********** that covered rental cars that we rent. Agent continue to claim that ********* just passed the law. Feeling trapped because we had no transportation to another rental car company, we agreed. Credit card charge $1,298.41 to include deposit.Once I arrived home, I contacted several ********* law makers. Verbally, all have denied such law passed in the ******************. I've requested this in writing. Also, we've met with our local *********** insurance agent. He confirmed we have no need to purchase additional insurance when renting a car nor is he aware of any such law passing. Law makers that I contacted and actually spoke with - ***************************, *****************, *********************, and ***************** As consumers, the ACE Rent A Car agent lied to us. My thoughts, agents get commission when trapping consumers into purchasing insurance.Reached out to corporate office on 1/3 filing a complaint. I was told someone would call and they too have lied about a call. I'm requesting they return $334.14 ($199.60 plus all taxes/fees related to the purchase of insurance)Along with this complaint, I'm filing a consumer complaint with the Federal Trade Commission.Also, I've expressed my concern with rentcars.com about ACE Rent A Car

  

  Business response

  01/21/2022

  Hello,

  I have reviewed your case file and the management of the location stated that because this was disputed past a 90 day window and the rental agreement was signed for they will not be providing a refund. 
  
  Thank you,

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

  Customer response

  01/26/2022

  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. 

  1. August 28, 2021 I expressed my concerns with the agent, on site that stood there a lied to our face.

  2. September 4, 2021 I expressed my concerns with the return team, on site.  Didn't get names but they instructed me to contact customer service.

  3. Multiple calls to the customer service number that went weren't answered.  Constantly placed on hold and no return calls.

  4. Not sure about you, but calling the ****************** local law makers isn't a snap your fingers process.  Contact several and waited for their call back.  I needed to confirm if the so called made up law was made up or real.  It takes time for a law maker to return your call.

  5. Due to covid, I couldn't just walk into my local *********** office.  We had to schedule an appointment.  I wanted to meet with a local agent face to face and not speak over the phone.  This too takes time.  Once in his office, the 3 of us reviewed the policy and confirmed rental cars are covered.

  6. Since returning from *********, I have traveled to ********* and rented a car through Dollar Rent A Car.  They only requested to see my *********** insurance card.  We have travel to Niagara Falls and rented a car through Hertz.  They only requested to see my *********** insurance card.  We recently traveled to Key West and rented a car through Dollar Rent A Car.  Again, they requested to see my *********** insurance card.  No other rental car companies LIED ABOUT A MADE UP LAW IN *********.

  7. I'll proceed with my ************************ consumer complaint.

  8. I'll continue filing complaints with other agencies who work for the consumer.  

  9. I continue providing negative feedback on Ace Rent A Car.  Consumers need to be aware.

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

  
  

  

  Business response

  02/09/2022

  Unfortunately like I've said in my previous statement we are passed the ********************************************************************* January for this case. Any further dispute of the insurance charges will have to be made directly through the location they can be contacted directly at ************.

   

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

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 7th 2021, I went to pick up a car from ACE Rent A Car, I was told I can't pay tolls up front and would had to pay for them at their company if I wanted to drive around Florida. By them time it was time for them to bring the car to me I noticed the license plate wasn't on the car. I was told it would be fine in the back windshield. I knew this is illegal and told them I don't want a car without a license plate. The rep kept trying to say I shouldn't be worried about this I didn't like that he was being pushy so I asked for my money back. I never left their lot with the rental car. I went back inside asked for my money back and receipt showing my refund. I was told I could not have my receipt today because their printer wasn't working and I would get it in a couple hours. I didn't receive my refund and receipt via email on September 9th at 5:17am. The receipt stated I had the car for two days an had driven the car for 428 miles. I never drove the car off the lot. I paid $302.42 for the car but only received ****** back. I made a dispute with my credit card company for $100.70 in late September as my bank told me I had to wait 10 days before I could make a dispute. I received the money back in October but as of January 5th 2022 the credit for $100.70 was reversed. My bank told me Ace Rent a Car said the company was able to charge me $100 for the early return fee. Again, I never took the car off the lot because I didn't like how they were conducting business. I went to Alamo and rented a car instead on September 7th. I have attached my return receipt showing I was refunded $******, the mileage that I allegedly used and the amount they charged me which was the $100.70.

  

  Business response

  01/14/2022

  Thank you for you inquiry. We have sent your comment to the location. Please allow 2-3 business days for a resolution. 
  
  Kind regards,
  Ace ************* Team

  

  Business response

  01/18/2022

  Good afternoon, 
  
  I hope this message finds you well. We will go forward and issuing you the refund of ******. Please reach out to our email at ****************************************. Please provide the desired email you would like to have the refund sent to as well as your confirmation number. Confirmation numbers begin with three letters and end with a series of numbers.
  
  Thank you,
  
  Ace *************

  Customer response

  01/21/2022

  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

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a car through priceline which brokered me to ace in ***** Airport from January 8th through the 10th. Upon picking up the car the agent charged me 95 dollars which he said was a deposit. When I called to recieve my deposit back he said it was for extra insurance. I told him you told me the 95 was a deposit and that I had already purchased extra insurance with priceline why would I pay for it twice to which he said we have your signature and hung up.

  

  Business response

  01/14/2022

  Thank you for you inquiry. We have sent your comment to the location. Please allow 2-3 business days for a resolution. 
  
  Kind regards,
  Ace ************* Team

  Customer response

  01/18/2022

  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,
  
  *****************************

  The company never responded

  
  

  

  Business response

  01/18/2022

  Customer has been refunded by the location as of 1/17 please allow **** business days for this refund to reflect to the credit card put down for the rental. 

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, we rented a vehicle through Ace rental on May 27,2020 and got into an accident which caused a rear end collision to our vehicle. Ace rental then proceed to collect the claim money from the person at fault insurance which is National General. Ace rental agreed to waive of the admin fees and diminish of car value fees and came to an agreement with them on October-2020. We come to find out January, 5, 2021 that there was a remaining balance that we owe and they have sent to collections. The fees they are charging us is the same fees they agreed to waive of to National General which is the admin fees and diminish of car fees. Also, I would like to mention that we have yet to receive our down payment reimbursement that was payed during pick up of the rental vehicle. I have proof of everything and will be emailing or mailing over ASAP. We have also reported this to the ***** ********** of ********* as we would like a resolution on this matter.

  

  Business response

  01/14/2022

  Thank you for you inquiry. We have sent your comment to the location. Please allow 2-3 business days for a resolution. 
  
  Kind regards,

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

• Initial Complaint

  01/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a reservation through DiscoverCars.com for a rental car in *************** for December 30, 2021 through January 4, 2021. The reservation was routed to Ace Rent-A-Car. On December 29, I found out my flight to *************** was canceled due to inclement weather. I was able to rebook my flight for December 31, 2021, getting in close to midnight. I called Ace Rent-A-Car to notify them of the delay in picking up the car. I was told this would not be a problem. I also contacted the Ace Rent-A-Car desk at the *************** airport to confirm this would not be an issue and that the car would still be available. I was likewise told this was not an issue. When I arrived at the Ace Rent-A-Car desk in *************** on December 31, I was told that my reservation had been given away and I would have to pay an additional $84.27 for a different car. I told them I contacted Ace the previous day and confirmed they would hold my reservation. I was told that it did not work that way so I was charged the $84.27 for a car I did not book.

  

  Business response

  01/14/2022

  Thank you for your inquiry. I have forwarded this to the Ft. Lauderdale location for further detail on what occurred. Please allow 2-3 business days for an outcome.
  
  Thank you,

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

• Initial Complaint

  12/29/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am missing my security deposit of $140 and was falsely charged $*****. I spoke to 3 people including the manager Khilf. I previously prepaid for my rental on Hotwire (see confirmation code (HNV12062561). With taxes it came up to $564.39. When I arrived to ACE they stated they dont have the vehicle and have to upgrade me for an additional cost of around $360.00. I paid a total of ******, additional of what I paid on Hotwire, which included my security deposit of $200.00. Per the contract agreement below, it say my return time is 9:30. I was there at 9:30a, I had to wait for someone to come out and check my vehicle in which resulted in a check in at 9:36a. I was charged *****. In addition, when I called the manger to dispute, he said regardless of what the contact say, the vehicle was due back at 8:30. I asked him to honor the contract due back time of 9:30 and he refused. It was an error on your end and the said due to COVID they are short staff and take it up with corporate. I am in agreement that I owe the $60 for gas. However I need my $***** and $140 security deposit refunded to my account immediately. I just want to add in addition, my dates did not change from Hotwire reservation of Dec. 23- Dec. 28th. Someone emailed me a cost breakdown;however, when I prepaid online with Hotwire , I was already charged for taxes for the dates above. I should not be charged twice. So please remove all the additional charges and refund me my deposit. The service was unorganized and the staff are under trained and lack professionalism. My overall experience was TERRIBLE due to the communication. Rental agreement: DENAP-*****

  

  Business response

  01/07/2022

  Hello ******************, . 

  Your security has been refunded Card Refund: -139.68  12/29 this can take up to **** business days to reflect to the bank. A case has been opened in regards to the amount of *****. I am talking with the ****** location currently so this is under investigation I should have a resolution for you by this upcoming Wednesday. 

   

  Thank you, 
  ****

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car rental was booked through Expedia.com and the total was $269.30 with the note "The total price includes all mandatory taxes and fees." Upon collecting the car at *************** Airport by an employee named *****, he urged it was mandatory for me to purchase liability insurance on the car, even though I declined and advised I already have insurance through my credit cards. He would not allow me to rent the car without the upgrade and told me multiple times that it was necessary. The total in the end was $496.24 after he urged that I needed to purchase both the liability insurance and the all inclusive tolling package. Not only that, but I see that roadside assistance was also added without my permission onto the invoice. This is unacceptable, and as a travel advisor booking travel and rental cars for 10+ years, I am appalled at the deception you allow and encourage your employees to put onto your customers.

  

  Business response

  01/07/2022

  Dear Ms. Brayovsky, 

  
  Thank you for your honest review about your recent rental experience. In an effort to resolve your complaint I have opened up a case with the location for them to respond within 2-3 business days with a resolution. Once I gain further information from the location in regards to the rental experience I will provide a resolution with you. 
  
  Kind regards, 
  
  Todd 

  Customer response

  01/10/2022

  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,

  *********************************

  

  Business response

  01/14/2022

  Thank you, if you need anything further please do not hesitate to reach out. Our email is **************************************

*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. ↩