Ace Rent-A-Car

Hi I have rented a car today from from ACE, S conduit, JFK, NY. They forced me an insurance @ USD 16+ per day for five days. It was not the first time I am renting a car in USA but this kind of enforced insurance was observed first time. This is despite I giving my credit card details which has credit limit more than the car itself. I as well as my family members are fully insured being foreign representatives in USA. But certainly it was a fleecing. The customer has no other option left after reaching to the remotely located ACE car rental. The manager Kay bluntly told me that I can cancel my booking. It means they were ready to ditch a customer. It was a nightmarish experience with this particular center. It delayed me by one hour approximately. Also the car handed over to me has technical problem of Low pressure in Left rear tire and I was not informed about this. I returned back to the center from a long distance after finding this fault. I have booked from ACE earlier but was never cheated so openly. This center is involved in cheating customer. I am neither going to ACR again nor recommend it to anyone. Rather I will tell them to stay away from the ACE in general and this center in particular.

We are sorry that this customer had a bad experience Prior to signing the rental agreement that agent did explain the charges and fees to the customer The customer initialed and signed the agreement and all charges and fees The customer was made aware of the $rental deposit (also stated in our online policies) and that it would be refunded when the car was returnedSincerely, Jason E [redacted] Director of Customer Experience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.The response only talks about the exception to leave the state, not about the car we rented and paid for $We rented an SUV and were offered a pitruck that almost ruined our vacationWe also were told not to leave the state, and we had to cancel two hotels.This company does advertisement and operates out of a trailer in an abandoned parking area Regards, [redacted]

We are sorry to hear that the customer is unhappy with the toll charge but all companies charge for the toll service in fact I have attached the toll service page from the [redacted] website that also shows there is a daily charge We also state on our website that there is a charge

Dear ***, Thank you for taking the time to write about your recent rental experience at Southwest Florida Int'l Airport.All cost are shown and provided at the time of rental We have reported your issue to the location managerWe value your comments and I want you to know that this feedback helps us improve our operationsWe understand that our success depends on providing excellent customer service and we are very sorry we did not accomplish that this time Respectfully, Customer Care Specialist ACE Rent A Car, IncWest 96th Street Indianapolis, IN Office: 877-822-

We are sorry to learn of this customers issue In these cases we always issue a refund for the difference on the Time and Mileage rate they paid and the Time and Mileage rate we quoted My Customer Care Team will reach out to the customer now that we are aware of the issue[redacted] Director of Support Services

Dear ***, Thank you for taking the time to write about your recent rental experience at Southwest Florida Int'l AirportWe value your comments and I want you to know that this feedback helps us improve our operationsAt the time of rental it clearly states the following: **There is a $ service charge per Toll Violation [redacted] If you would like a copy of your signed RA showing this statement please reach out to the location directlySouthwest Florida Int'l Airport Global Parkway Fort Myers, FL USA Office Number: 1-239-768-(Ask to speak with Patrick) We understand that our success depends on providing excellent customer service and we are very sorry we did not accomplish that this time I have enclosed a small token and hope that you will give ACE another opportunity to do better in the futureRespectfully, Christina G [redacted] | Customer Care Specialist

We are sorry that this customer had a bad experience Prior to signing the rental agreement that agent did explain the charges and fees to the customer The customer initialed and signed the agreement and all charges and fees The customer was made aware of the $rental deposit (also stated in our online policies) and that it would be refunded when the car was returned Sincerely, Jason E [redacted] Director of Customer Experience

This location does not offer fullsize cars with GPS units installed This Customer booked on a third party site who must have given them the incorrect information

Good Morning - The local manager (Roman) has spoken to the customer personally and has issued a refund in the amount of $to the customers card The customer and the manager will be speaking this Thursday to ensure the refund was received.Thank you,Jason [redacted] Director of Support Services

We have already addressed this customers concern...With regret the customer failed to see our policies which are displayed on CarRentals.com just like all other rental car companies We clearly state in two (2) different locations that vehicles are not allowed to leave the state However, the location did work out a solution with the customer so that they could continue on with their plans We are sorry the customer is unhappy but the location did work with him after finding out that he was unaware of our policiesTherefore, there will be no refundSincerely,Jason E [redacted] Director of Customer Experience

We are glad to hear that the customer is happy with the goodwill refund However the entire issue could have been presented if the customer had been willing to review the policies we state online We clearly state (as per the attached from Travelocity) that, "Vehicles are restricted to the state of Florida, [redacted] Local renters or clients without a round trip airline ticket will receive mileage capped at free miles per day and each additional mile will be charged at per mile." We apologize if this was unclear or misunderstood

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Again, I say: look at the signed contract and upgrade fee of $What was the upgrade from? No reference to gas-guzzlers or trucks nor to anything else, not even a horse and buggy There is vehicle specified in the contract, a Nissan Versa It is what the agent gave usThere was no other vehicle mentioned not in conversation, not on the contractI got the small car I was expectingTHERE WAS NO UPGRADEThe idea that there was is a complete fiction invented to cover an exposed fraudulent practiceDo the honest thing and refund my $ Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI previously shared that this exact same response from Ace did not resolve my complaint I will not retype the reason why as it was previously provided to Revdex.com The update I have from this week is that I provided all the documentation that Ace request on my behalf and Christina G [redacted] from Ace said that my entire $was to be returned to me This was suppose to have taken place on January but as of this writing I have not yet seen such a transaction On January 2016, Ace's Christina G [redacted] e-mailed me stating "Please allow 7-business days for the credit to appear back on your card." This matter will remain open until this action is completed and the funds returned to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.ANDI accept the option of renting a car at a later date as I must go to the USA in July 2015, for the same lenght as my prior vacation in Vancouver in December and where a car was supposedly reserved by ACE for me What I would accept as a settlement is a credit for the asked amount that can be used against another car rental or to be reimbursed the amount of such rental when I need the reservation, in July.Regards, [redacted]

Dear ***, Thank you for taking the time to write about your recent rental experience at St Maarten Int'l AirportWe value your comments and I want you to know that this feedback helps us improve our operationsWe understand that our success depends on providing excellent customer service and we are very sorry we did not accomplish that this time I have put in a check request in the amount of $40.00.We thank you for being a loyal Ace CustomerI do hope that you will give ACE another opportunity to do better in the future Respectfully, Christina G [redacted] | Customer Care Specialist ACE Rent A Car, IncWest 96th Street Indianapolis, IN Office: 877-822-Ext

As the customer is simply continuing to reject our previous statement but providing no further details ACE Rent A Car will have no further comment on this issue

Good Afternoon - Upon this customers arrival they were not simply denied the rental The rental was not taken by the customer as they refused the mileage restriction for local customers Our policy clearly states the following for local renters "Florida residents will receive free miles per day or free miles per week with $(cents) per mile for each additional mile on all rentalsThere are no unlimited mileage rentals for Florida residentsVehicles may not leave the state of FloridaLocal renters/Florida residents must show proof of transferable auto liability and physical damage insurance coverageProof should include the name and address of the insurer and the policy numberWe can elect not to rent to you if you do not present the required proof of insurance coverage or your insurance does not transferFlorida resident may not rent on a debit card basis (major credit card only).Florida residents may not rent on a cash basis (major credit card only)Florida resident credit card deposit is a minimum of $plus the amount of rentalAny vehicle driven out of the state of Florida will be charged $(cents) for every mile driven, no free milesFlorida residents must have a verifiable home phone number -landline not a cell phone listed in their name or present a current utility bill no more than days old both of which must be listed in their name." The customer is correct that they did not have a landline phone but they could have used a utility bill However, the customer could not offer a utility bill at the time of rental This along with the customer refusing the mileage restriction is what prevented the rental from proceeding We did offer and continue to offer that the customer use these non-refundable prepaid funds within the next year at any ACE Rent A Car location Sincerely, [redacted] Customer Care Manager

We have been advised by the location that an error occurred when they changed credit card processing companies This delayed the refunds but this has since been corrected Now that we know that customer did not receive their refund we will ensure it is processed It would have been helpful for the customer to contact us first

I am very sorry but we do not own the Jacksonville location There for you would need to reach out to them Jacksonville Int'l Airport Airport RoadJacksonville, FL USA Location 904-999-Please feel free to advise them that you have spoke with Ace Customer Care and we advised that you speak to their location managerThank you,