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Complaint Details
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Initial Complaint
12/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
This is to launch a complaint about ACE_rental, ************************. in ******* near the airport.I have booked it some time ago and I was quoted the amount of $182.58.All went ok, until I have returned it and was subsequently sent a receipt, by email and was suspicious when I was told that all was ok and I could go without a receipt because I returned it on Friday Nov. 26 at 4:00PM, before the due time of 12:30PM on Nov. 27.Upon checking I made sure that I was not charged insurance saying I had my AMEX card for collision and such and my own insurance for potential liability. I was never asked to produce any proof.Upon receiving the final receipt they tacked on an addionnal $65 for liability which I never requested and they never even mentioned at the pick up.I believe this is deceit or at best bait and switch.I bring it to your attention because I find that reprehensible on their part and pretty sad and casting a bad shadow on a place like ********************** Airport.Thank you for your attention to this matter.Confirmation number CCS12138293 for Nov. 23, 2021 pick up Quoted: $182.58 Charged: $247.43 I do not want to be charged for the additional liability $11/day which I made sure I noted and I was never requested to show proof of that.Thank you,Best regards *******************
Business response
12/15/2021
***********,
We contacted the location in an attempt to investigate your issue further but did not hear back. Therefore, we will be resolving this issue in your favor by refunding you the $64.85 difference from the quoted price. We will send this refund to the email that we have on file via a digital **** card.
We can't agree enough with your complaint and want you to know that we will continue to work with this location so it can be something ACE is proud of at ********************** Airport.
Thank you again for your feedback.
ACE *************Initial Complaint
12/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I rented a vehicle in *****, ** for 3 days. All charges were prepaid through Priceline so that upon arrival, all that would be due is the $200 deposit. The charges for all three days was $95.62. Upon picking up the vehicle, I was asked about additional insurance/liability coverages. I advised the rental agent that I was declining all coverages, as I knew my credit card includes rental insurance coverage upon usage. The agent added the insurance to my contract after declining on numerous occasions. Upon signing, she advised I was initialing to not smoking in the vehicle. I signed the paperwork and left. Upon returning, I saw on the final billing that I wasnt getting my full deposit back. I went back to the rental counter to question the charges. The rental agent advised that the insurance coverage was mandatory and that I had no choice but to add the coverage whether I want to or not, which is very untrue. As a result, Im seeking compensation for the charges placed on my credit card without my consent.Business response
12/15/2021
***************,
We understand in can be very frustrating when agents are not clear about charges that are placed on your final invoice and apologize for any confusion.
In all cases, credit cards only cover collision when it comes to covering your rental and you were not charged the collision per your request.
Liability Insurance (SLI) is not covered under credit cards and is only mandatory if you are not able to show proof that it is covered under your personal insurance. If you are able to send us a declaration or proof of your insurance, we will happily refund you for the amount of $59.97.Thank you!
ACE Customer Care
Initial Complaint
12/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This was the worst experience I have ever had with a car rental agency. I booked my car through Hotwire (booking number HNV12263551) at a great price. When I arrived at the ACE Rent a Car *** location the line was long and it went extremely slow. After 45 min I finally was able to talk to the agent. Everything was going fine until the agent said I needed to pay an extra $20 per day for CA liability insurance. I told him I had liability insurance. He asked for a copy of my declarations page, which I provided. He then said I needed to pay $20 per day for your damage protection policy because CA law wouldn't allow me to use both my insurance declaration and my credit card protection, or something like that. It sounded a lot like a scam to me and I got frustrated at this point. After going back and forth on this with the agent, he wouldn't budge and said either I pay the $20 or cancel the reservation. I finally gave in and said "Fine, I just want my rental car. Do what you have to do." He asked me which $20 charge I would like. I told him I didn't care and for him to just pick one. I just wanted to go. He said I was being rude and that he would cancel the reservation. I said don't cancel, just pick one and let me be on my way. He said too late I already cancelled the reservation and you need to find a car somewhere else. I was so angry. I walked down a block to SIXT and got a car in less than 5 minutes with absolutely no hassle. I feel like I was being scammed out of my money. I rent a lot of cars and no other agency has ever forced me to pay extra money after I provide proper documentation. I have never been treated like that in a place of business.ACE refuses to refund me my money.Business response
12/09/2021
We did speak to the location regarding the situation between the customer ****************** and the agent. It was documented that the customer was yelling saying rude things while standing at the rental counter and the customer walked off cussing.
This reservation was booked with Hotwire. ****************** pre-paid for this reservation directly with Hotwire so the customer must contact Hotwire to receive your money back. Hotwire billed your card for the reservation so they are the merchant of record that would have to be the ones to refund to your card. Its an ACE reservation however it was paid for through Hotwire.
Thank you !
Customer response
12/09/2021
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
12/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I hired a car through ACE Rent A Car and upon picking up the car on 11/24 I was offered two options for coverage - basic & premium. When I was offered this, it was never made clear that this was optional. In fact, to the contrary, I was made to feel that I had to choose one of the two options presented to me and only later, when I called on 11/27 to question the charges, was it made clear to me that this coverage was optional.Therefore I was forced into making a purchase of either basic or premium, of which I chose basic, because I was under the impression I had to choose one. This business operated in a way that was not transparent and it is scamming customers into purchasing unnecessary add-ons without being clear.Business response
12/13/2021
*****,
We apologize that this was your experience with us and know that we do not support these practices. Since we cannot find your reservation with the provided information, please send us your ACE confirmation number (example: PLV12345678), so we can open a formal investigation.
Thank you!
ACE *************Customer response
12/14/2021
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 did respond to my complaint via email and said they were not able to help me hence why I reached out to BBB, email correspondence attached.- my reference numbers for the reservation are below as I booked my ACE car rental through Hotwire:
Hotwire itinerary # **********
ACE confirmation # HNV12071963Please let me know if you need any other information and thank you again for you help.
Regards,
***********************Initial Complaint
12/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We rented a car from Ace in August 2021. A rock hit our windshield and broke it. We filed a claim with our insurance to have it paid. Our insurance paid $573.70 and now Ace through ***************************** is still billing us for $1,134.36. They are saying it cost them $1,708.06 to replace the windshield and for loss of use. That is absurd and sounds more like a business model problem than my problem. How can a business price ***** someone like that? There was no way for me to know before renting that car that something as simple as a chipped windshield could cost that much to replace/loss of use. The cost of loss of use and replacement windshield should be outlined in the agreement before signing. They are taking advantage of people from something that they know is inevitable in their business. Just to be clear they have received $573.70 already from geico and we all know it absolutely did not cost more than that to have a windshield replaced.Business response
12/02/2021
Hello !
We cannot seem to find a reservation in our system under your name ******************. Can you please advise either your confirmation number that starts with 3 letters followed by 8 numbers OR advise the name the reservation was booked under and what location you rented from and the dates you rented?
Thank you !
Initial Complaint
11/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Incredibly rude, change rates with no notice and kept hanging up on me when I tried to contact customer service. The person I spoke with also was yelling and swearing at me on the phone. Also did not provide me with any sort of rental contract with my rental vehicle and only one key. Very sketchy from beginning to end.Business response
12/09/2021
Hello !
We did reach out to the manager of the ************************ location regarding ****************************. This is what the email stated from the *********** location -- "We retrieved our vehicle yesterday from the **********, ** jail. I did have words with him when he called our office cussing and swearing. He pre-paid for two days of rental and kept the vehicle longer. His rate remained the same for the additional days." Usually when extra days are added the rate will increase to the current daily rate. But in this case they did not charge him a higher rate for the extra days.
Most rental car companies only provide 1 key to a rental car. The other key stays at the location in case someone gets locked out or loses their key. *********** will give 2 keys.
We have attached a copy of the customers invoice for further reference.
Thank you !
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