Ace Rent-A-Car

Deceptive and lying clerk and surprise costs. The price was too good to be true. We got hit with a $21.95 per day "Renter's Liability Waiver" that the clerk said was mandatory and required by law. And the clerk ALSO said the spouse additional driver charge was mandatory at $12.99 per day, and that it applied to spouses-- a lie. I was able to get that charge refunded, but only after wasting my vacation time researching info from the website and calling customer "support" to get it removed. No apologies about the rude, lying clerk. This was in Las Vegas, but I would not trust this company, ever, anywhere.

I booked ACE at LAX for 5 days at the end of June. The booking price was around $290, but was charged by close to $500 when I returned the car. So if you think ACE is an economical car rental, think again, it is definitely not. They are a scammer and should be class action sued to return money to customers with similar experiences.

Over the past two months, I've spent numerous hours contacting ACE's customer service, and even emailed their president Mr. Kevin Stutz ( kstutz AT acerentacar DOT com ) multiple times (never got his response ), without over charges resolved.

Here is my experience:

1. It took almost 2 hours from LAX terminal shuttle stop to ACE's rental office, as they don't pick you up directly, but you need to take an airport shuttle (very infrequent) to a parking lot, and then wait for ACE's shuttle (again, very infrequent) to their rental office.

2. liability insurance: during checkout, I explicitly told the rental agent that my primary auto insurance policy covers all liability on any rental car in US, and my paying credit card covers additional collision and theft, among others. But ACE still charged me liability insurance. After I returned home, I sent them all supporting documents, but they simply ignored them without any refund.

3. fuel charge: even though I filled the gas tank full (the gas gun stopped automatically) at the gas station two miles away from the car return place and showed them the gas receipt, ACE still said gas tank was not fully filled by 1 gallon. On the way to the airport, another renter told me that he
had the similar charge. It seems this is another common fraudulent practice of ACE, very vicious and petty.

I think ACE takes advantage of customers not being able to switch to another rental company free and easily once at their rental office, and also in a rush to airport when returning a car, so they over charge customers with various fraudulent items.

One way to punish such practice and avoid all troubles is for all people see this review NOT to use them at all. Another is if there is lawyer here, a class action suit may be launched against ACE, as I don't think my experience is unique.

I will never rent a car from this company again. They are awful. I have insurance. They charged me a $179 for insurance. I had my insurance card with me but that was not acceptable. I needed to show them my insurance declaration. I was never told this. I could have got the information, but it was a Sunday, and my insurance company was closed. I had to pay them the above amount before I got a rental car. I was there for several hours waiting to be next. There was one person behind the counter waiting on people. The car was dirty with three quarters of gas in the tank. Now I have to fill it up as I have no proof that it only had three quarters of a tank of gas. This company is awful. Priceline also told me that my rental car would be at the airport, it wasn't I had to take two shuttles to the rental facility. What a terrible experience. I am a senior and the added expense put a strain on me. I am on a very fixed income, and it took me almost a year to save up the money for my vacation. I called and drivo/ace car rental said that they could not help me. No wonder the US is in the situation we are in. The rich get richer, and the poor get poorer. What uncaring, uncompassionate people that are running this company.

I rented a car from Ace online and had an amount of $215. When we got to the rental place, the lady basically said we had to pay for the insurance (even though I called my insurance and was told I was covered)- something about being in a different state (aurora CO). That was supposed to be an extra $165, yet my total was $425. When I asked why - it should have been $380- she said “taxes”. On top of that, they fool you into thinking you need a “toll package” for $14 a day, and of coarse, plus tax!. So my $215 car
ended up being $550. The lady was very persistent and made everything seem mandatory. I will never rent from them again.

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