Ace Rent-A-Car

Good Morning -
We do again apologize that the customer was unhappy with the type of vehicle offered upon their arrival The customer's claim that this is "a typical bait and switch" is simply not true A bait and switch is when one product type is purchased and another product type is provided As explained in my original reply, the customer booked a "Special" via Orbitz that clearly states, Compact or Larger" vehicle A van was offered to the customer which would be a "Larger" vehicle as they had bookedIn regards to the refund, the customer returned on a Sunday and banks do not process funds on Sundays Attached is the customers receipt showing that a refund in the amount of $was refunded to the VI ending in Most banks process refunds within 5-days so I would think the customer would have the funds back in their account at any timeSincerely,
Jason ***
Director of Support Services
ACE Rent A Car

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did not fail to bring the car backAs I stated I called in prior to the the date it was due and extended me vehicle for the price the lady gave me over the phoneAnd my card was charged that amountAt the end Ace Rent Car decided to charge me an extra $for the car without my permissionThat is fraud! And also, I stated that your employee's customer service was horribleNo one cares about that?
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I 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*** 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*** 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
ACE RENTAL doesn't understand the problemI rented and paid for an SUV vehicle, and I was given a Pitruck, which is not in the same categoryWe didn't accept the vehicle, but it was that or being left in the middle of the road.We were bullied into accepting a car that wasn't even in the same category than the one we rented and paid forACE RENTAL operates out of a abandoned parking lot in the middle of nowhere, so once you get there you have to accept whatever they give youThey didn't clean our rental either, so they offered to pay for cleaning costs if we proved we have washed the car while we had it rentedPOOR CUSTOMER SERVICE.I have requested at least a PARTIAL REFUND, but this company will go to all lengths to not refund any moneyIt's a scam, please don't rent from this company (ACE RENTAL)It will ruin your vacation like it ruined ours
Regards,
*** ***

Revdex.com:
I was refunded all but the actual charges, but still feel they were not explained well at allhave reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

Good Afternoon,Ace Rent A Car strives to provide the highest level of customer service.Your feedback is extremely important to us and we will be sharing your feedback with the locations management. After looking over your rental agreement and reservation we have found the added charges to be
valid. Your reservation was for a compact szie car and as the location did not have a compact they did offer a passenger minivan which was declined.As the minivan at the same rate was declined the upgrade fee into the fullsize car is a valid charge. Attached you will find a copy of the signed rental agreement showing those charges were signed for and accepted.Toll Fees-Per the rental agreement the fee for going through a toll road without a Toll pass is $(Admin Fee) plus amount of toll. This is clearly noted on the contract, however the location did add the toll pass at $per day = $35.96. This fee is less than you would be charged if charged that contacted rate of $plus toll road cost PER TOLL GONE THROUGH.Per the notes in your complanint with Ace Rent A Car the manager did give a 10% discount but all other charges will stand. Thankyou,Ace Rent A Car, Customer Care

We have issued a refund in the amount of $by check back to the Customer. Location has been contacted and this issue was addressed with them

We have responded to this customer several times Our response in regards to her newest claim was... "I have revisited the documentation and events of this incident.Your complaint to ACE was that upon arrival you were offered a passenger van or a large SUV for an additional upgrade cost I can state that the location did mess up in not simply giving you the SUV for free however, they did offer you a van at no additional cost.On our call yesterday, you claimed that you would have taken the van and been happy with it but that they took the keys from you I can find no evidence that supports this claim The system shows they opened the rental contract and charged your Amex $ The location then noted your contract that you did not leave with the vehicle and a full refund was issued.While we again do apologize for any inconvenience I cannot see how you are due an additional refund.I have also supplied this information to the Revdex.com in response to your complaint and I have supplied you with their response in closing the complaint." The customer is still unhappy and we are sorry to hear this However, the location did not process a rental contract, charge her $and the take the keys away from her The customer decided not to rent with us and took a taxi service As a vehicle was offered but not accepted no refund is due to the customer. We again consider this matter closed and will have no further comment. Sincerely, Jason E***Director of Support Services

Good Afternoon - Each of our locations are independently owned and operated therefore, it is highly likely and very common to see locations within the same state have different policies This is why we display all of our policies online As this customer stated they were
fully aware of the policy and even provided the link in their complaint There was no discrimination as the employee was simply following the well documented policy As for the $30.00...The customer prepaid $when they made the reservation at 11:PM on 4/26/ The customers reservation was for AM on 4/27/but the location cancelled the reservation which voided and refunded the $back to the customers card.No further compensation will be offered as the customer clearly made a reservation knowing the locations policy on local renters.Thank you,Director of Support ServicesACE Rent A Car Reservations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
When renting the car from Ace I came in really late and exhausted from the flightThe CSR asked me if I will like regular coverage which he advised if a accident I will only have coverage on the vehicle I stated yes and signedI should have read more but I was extremely tiredI assumed that they would do what's right and not try and rip off their customersThey need to do what's right and reimburse me for what was promised to me by only having coverage on their vehicleI want them to only charge me for what was told whether or not I signed for a different coverage
Regards,
*** ***

Dear ***
Thank you for taking the time to write about your recent rental experience at Southwest Florida Int'l AirportThe location has agreed to refund the $back to your credit card Please allow 7-business days for this credit to appearWe 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

We are sorry to hear that this customer had an unpleasant experience at the Orlando office The Corporate Customer Care Team did speak with this customer on the 8th of September She advised that she was going to file a complaint with the Revdex.com and file a chargeback on the insurance
price.
While we wish this customer's experience was much better then what it appears to have been I did pull her original contract and have attached it You will see that the customer signed for the Supplemental Liability Insurance (SLI) at $per day This location uses customer signature pads so this item and the price would have come onto the screen for the customer to initial confirming that they agreed to the charge
Sincerely,
Jason E***
Director of Customer Experience
ACE Rent A Car

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** As explained in may complaint, please read it carefully.Second time I will tell you I booked with Atlas choice which subcontracted to ACE rent a car:My rental car reservation with Atlas Choice :Booking reference is ***.Piat: Charlottetown Airport in Canada, Drop-off at: Charlottetown Airport Selected car class: XXAR (Toyota Yaris 5door or similar) Pidate/time: Jul 12:00, Drop-off date/time: Aug 17:00Are you really willing to help me?I am starting to have some doubt about the treatment of my complaint, or it is a robot replying each time, looks like nobody read my answers.Looking forward to get from you a descent answer. Regards, ***

Dear ***, Thank you for taking the time to write about your recent rental experience at Jacksonville Int'l AirportPlease reach out to the location and they can provide you with the
details on charges and also send you an updated invoice
Jacksonville Int'l Airport
Airport Road
Jacksonville, FL USA
Location: 904-999-
We value your comments and I want you to know that this feedback helps us improve our operations
We understand that our success depends on providing excellent customer service and we are very sorry we
did not accomplish that this time
Respectfully,
AceRent A Car Customer Care Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I've tried contacting the Jacksonville office and they tell me I need to contact the home office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Clearly, after waiting twenty minutes for someone to find me a car, I should have examined the contact instead of taking the service repsword for it Even so, I reserved a car for ~$a day for what turned out to be hours I did not get the car I reserved and it cost me ~$ Does that sound like a legitimate business practice to you?
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.ACE Rent a Car is obviously completely missing the point You cannot make a reservation for someone for $and then, without prior notice, require an additional $when the rental vehicle is picked up To require the customer to pay an additional $1743.02, on top of the $the customer had already prepaid is fraud, illegal and a bait and switch scam Regardless, I see the type of business ACE Rent a CAR is They will make every attempt to lie and extort as much money as they can from the customer I have filed a complain with the Florida State Attorney General's office I am confident my credit card company will issue a refund but I have to file these complaints to warn other future customers
Regards,
*** ***

Thank
you for taking the time to reach out to us about your
reservation at Orlando Int'l Airport.Due
to this location being over booked we are willing to refund the cost
difference that you had to pay with another Car Rental Company.What
we are asking Customers to do is book a
rental with a different Car
Rental Company. We are willing to pay the cost difference for
a Midsize car only. We will not cover any added products that was
added at the time of rental. I have included a list of the
items I need in order to issue the cost difference.Please
send me the following Information so I can issue you a refund:A
copy of the "Final Rental
Invoice" from the Rental Car
Company that you choose to rent with. Please make sure to
include your confirmation number of *** along with a "Mailing Address"
to send the refund to.We
value your comments and I want you to know that this feedback helps
us improve our operations.We understand that our success
depends on providing excellent customer service and we are very sorry
we did not accomplish that this time. Respectfully,

Friday, July 11,

Customers Name *** ***
Ace Ref # ***
Revdex.com ID ***
To Whom It May Concern,
Customer made a Non Refundable Payment of $dollars which Customer FORFEIT because did not pick up the Rental on the date and time as booked
At the time of Reservation we provide the Customer with the Acknowledge which explains all the Terms and Conditions of this reservation, the Customer MUST check mark that they understand all of these Terms and Conditions Please see copy attached
Respectfully,
*** ***
Customer Care Specialist
***@acerentacar.com
ACE Rent A Car, Inc
Office Phone: 317-248-***

The customer booked the "Special" reservation type This type of booking clearly states on all sites "Compact or larger - Vehicle determined upon pick-up" We make no guarantees that it will be a car As with all rental companies, the location will offer the vehicle type that they
have the most of sitting on the lot or have the least number of reservations for In this case the location had passenger vans sitting and they provided this vehicle for the "Compact or larger" reservation that had been booked We apologize that the customer was upset with the locations choice of vehicle and that is why they did offer a smaller vehicle for an upgraded cost The customer did choose to upgrade, signed for the upgrade and had no further complaints or issues with the rental
As the customer was given a larger vehicle as described in during the reservation process and then made the decision to accept and sign for the upgraded cost I see no reason as to why a refund is due
Sincerely,
Jason ***
Director of Support Services
ACE Rent A Car Reservation INC