Ace Rent-A-Car

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.
ACE Rent a Car is obviously completely missing the point.  You cannot make a reservation for someone for $567.23 and then, without prior notice, require an additional $1743.02 when the rental vehicle is picked up.  To require the customer to pay an additional $1743.02, on top of the $567.23 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,
[redacted]

Good Afternoon - Each of our locations are independently owned and operated therefore, it is highly likely and very common to see 2 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 $10.13 when they made the reservation at 11:56 PM on 4/26/15.  The customers reservation was for 1 AM on 4/27/15 but the location cancelled the reservation which voided and refunded the $10.13 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

Good Morning - The local manager (Roman) has spoken to the customer personally and has issued a refund in the amount of $224.35 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

Good Afternoon - I did review the customers contract (attached).  The customer returned the vehicle on 2/6/16 and the refund of $332.05 was processed that day.  Now we all understand that banks do not move funds on Saturday or Sunday so the bank had it on 2/8/16 to process....

 Please contact your banking institution again as those funds were released on the day you returned the vehicle. Thank you,Jason [redacted]Director of Support ServicesACE Rent A Car

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 $308. We rented an SUV and were offered a pick-up truck that almost ruined our vacation. We also were told not to leave the state, and we had to cancel two hotels.This company does false advertisement and operates out of a trailer in an abandoned parking area.  
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 below.
Ms. [redacted] your response was unsatisfactory in numerous ways:
 
1.     You failed to acknowledge that your company rented out vehicles in bad condition. The fact that the first car I was given felt like it would fail any moment and the second car did fail is proof that you routinely give your customers ill kept cars.
2.     You obviously do not care about the personal safety of your customers. The tire could have blown out on a highway when I was changing lanes. I and my passenger would have been seriously hurt. The people I dealt with from AAA, Visa, and my insurance company all asked about my personal safety because they understand about the danger of blowouts and faulty tires. But not a single person from your company showed any care or concern.
3.     You sent me a disproportionate bill of over $2300 for a blown out tire. I can only attribute such behavior to preying on vulnerable tourists.
4.     After receiving your harsh letter, I called your customer service. The first person I talked to rudely told me to “do whatever you want” and hung up on me. Is this the right way to treat your customer?
[redacted]5.     [redacted]Instead of gathering facts from local persons who have direct access to the car, you quote from [redacted] which is located in Texas. The only "facts" they know are the ones you fed them, and they were not true statements of the actual condition of the car.
6.     After the blow out, I stopped the car immediately. There is no damage to the rim (I have a photo to prove this). There could not have been damage to the rim as the car was not moved after the blowout.
7.     Your assessment of the car's condition lists damages to doors, quarter and rocker panels, rear bumper, and manual entry. None of which exists or is caused by the blow out. The picture shows that this damage does not exist.
8.     The fact that you included the bumper and the door in the assessment is most revealing and attests to your dishonesty. I discovered two scratches  during checkout. One on the rear bumper and one on a door. I had your attendant document it in the checkout sheet (asis clearly indicated by the check-out sheet included in the documents you presented). If these are the so-called “damages” you are charging me for, then the tire blowout has absolutely no bearing on them. They were preexisting damages that were noted on the form at the checkout.
 
Please do realize that repeatedly producing the same false documents does not make them the truth.
 
Please do realize that the long term success of your company relies on honesty. It just so happens that yesterday a business associate of mine who frequently uses rental cars warned me about two companies, albeit a little too late, and your company was one of them. It is obvious that you have already built up a quite a bad reputation for yourself. It is not too late to mend your ways and rebuild your reputation for long term success.
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 below.
As I stated in my initial complaint, I specifically asked for NO insurance, and when the attendant input that information into their computer to display the sign off pages to me, they added the insurance anyway.  I expected (apparently ill-advised) that my requests would be honored, and nowhere on the sign off screens were they any dollar amounts notifying me of any charges.  Also as I stated originally, before I even finished my question regarding the insurance charges, they had the form printed off and in my face, which definitely tells me that they run across this problem all the time.  In the interest of provided decent customer service, these are all things that should have been offered in good faith when we picked up the vehicle.  In addition, my complaint is not with Travelocity, it's with the attendant that DID NOT TELL ME what the charges were for additional drivers.  Had we been informed that there were additional charges for additional drivers (or what the charges were), we would have made a more educated decision about our purchase.  We are not the only ones that have had these complaints, this is an ongoing problem and seems to be the way this company does business.  Their response is exactly what I would expect from a company that has adopted these practices as their way of doing business.  
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 below.
The location did not have an abundance of 15 passenger vans in the parking lot. Your business is running a classis bait and switch. The same scam was ran on 3 of us in line to return our vehicles. My next immediate problem is that my credit card was charged for $448.26. I am supposed to be receiving a $303.89 refund. However, this is not showing anywhere. It is impossible to get anyone from your sham of a business to call back.
Regards,
[redacted]

As we have explained several times, The customer did not read that vehicles are not allowed out of the state.  However, to not ruin the customers trip they allowed a pick-up truck to leave the state.  There will be no refund given.

Dear [redacted], Thank you for taking the time to write about your recent rental experience at Southwest Florida Int'l Airport. We value your comments and I want you to know that this feedback helps us improve our operations. A copy of the signed rental agreement showing there will be added fees to Toll or Violations during rental process. We are also waitng on a copy of the check used to make payment as the Toll Company has stated this was paid late. We understand that our success depends on providing excellent customer service and we are very sorry we did not accomplish that this time. Respectfully, Christina G[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 below.
There is no doubt that you do not have to give a refund as per your comment.  Most respectable companies would not let $40 let them lose a customer who will pass this on to any and all I can.  It is not true that I accepted paying more for a smaller car with no complaint.  In fact I complained quite a bit and even went to the attached "other" company to see what was available.  I had no reservation with another company so I had to take the offer and you know that since you are not located at the airport which was also deceptive.  No one who expects to rent a car would want a 15 passenger van.  The gas cost alone would make that foolish. I hope your proud of yourself.   Regards,[redacted]

Dear [redacted] Thank you for taking the time to write about your recent rental experience at Southwest Florida Int'l Airport.The location has agreed to refund the $32.00 back to your credit card.  Please allow 7-14 business days for this credit to appear. 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, Customer Care Specialist

Good Afternoon,The customer booked at Priceline.com just above the large green button marked "Reserve My Rental Car" their is a single line that reads..."I agree to Booking Conditions, ACE Rental Policy and Rules, and Terms and Conditions by booking this car.The "Booking Conditions",...

"ACE Rental Policy and Rules" and "Terms and Conditions" are all blue clickable links provided by Priceline.com.  If you select ACE Rental Policy and Rules it opens all of our policies.  This states,Collision Damage Waiver COLLISION DAMAGE WAIVER/CDW/ --21.99/DAY IF CUSTOMER CANNOT SHOW PROOF OF TRANSFERABLE INSURANCE# THEY MUST PURCHASE IT FROM THE RENTAL COUNTER. We do apologize if the customer misunderstood this policy.Thank you,Jason EnyeartDirector of Support Services

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 2014 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]

If the customer had simply read the policies stated online they would have know that we don't allow vehicles to leave the state.  However, they made the exception in order to assist this customer by letting a vehicle leave the state.  We apologize if the customer is upset but had he at least read the policies perhaps this issue would not have come up. Sincerely,Jason E[redacted]Director of Customer Experience

Good Afternoon - The customer booked a reservation that was supposed to have a total rental price of $258.72.  However, as you can see by the attached the customer signed for and agreed to an upgrade and extra car protection that made the entire cost raise to $525.66.  The agent took...

a total of $699.70 which provided a little extra for the deposit instead of charging the customer a $300.00 deposit on top of the $525.66.  When the customer returned they issued a refund for the extra $174.04 so the customer only paid $525.66 which was the rental total they agreed to. Sincerely, Jason [redacted]Director of Support Services

Dear [redacted], 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 manager. 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, Customer Care Specialist ACE Rent A Car, Inc. 4529 West 96th Street Indianapolis, IN 46268 Office: 877-822-3872

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.
I NEVER SAID I CHARGED AFTER THE RENTAL. AGAIN I REPEAT MYSELF AND SAY I CALLED IN AND EVERY TIME I CALLED IN I WAS GIVEN AN AMOUNT I WAS GOING TO BE CHARGED THAT DAY FOR THE EXTENSION. THE RESPONSE YOU GAVE WAS A LIE. I WAS NEVER CHARGED ON 06/03/2016 FOR $86.15 THE $86.15 WAS CHARGED ON 06/07/2016 WHEN I CALLED IN THE LAST TIME TO EXTEND THE RENTAL. ACE RENTAL CAR THE DECIDED OUT OF NO WHERE TO CHARGE ME AN ADDITIONAL $ 86.14 ON 06/09/2016.  I NEVER CALLED IN 06/09/2016. MY LAST CALL WAS 06/07/2016. CHECK THE ATTACHMENT, AND STOP LYING! IS THIS HOW YOU BASE YOU COMPANY? OFF OF LIES AND DISRESPECT?
Regards,
[redacted]

Tell uWednesday, October 7, 2015To Whom it may concern:Thank you for taking the time to reach out to us about thecustomers concerns and issues that they state took place during theirrental experience at Calgary Int'l Airport.We value yourcustomers comments and concerns and know that this type of...

feedbackhelps us improve our daily operations.We have have exchanged several emails and phone calls concerningthis customers issue. We can assure you that at no point during thisprocess was anyone from this group treated any different or withracist or rude comments. Our location treats each and every customer the same but doesrequest proof of full coverage insurance. Please see our “RenterQualifications” below:Qualifications-A valid drivers license and a major credit card in the renter's ownname must be presented at time of pick up.Drivers-Renter must present 2 valid pieces of identification atpickup.Insurance-Renter must provide documentary proof of third party collisioncoverage valid in Canada at pickup. Coverage purchased from a thirdparty is an agreement between the renter and the third party. Rentersshall assume all financial liability upon return of the vehicle, andmust seek reimbursement from the third party. If renter is unable toprovide this Documentary proof, renter must purchase our CDW as aMandatory requirement. All reservations were for a set time of 10:00 a.m. on 06/30/2015. The location tried to their best to get these units early (with nopromise or guarantee) for the customers but due to high demand allrentals were out. As for the locations shuttle service and location hours these areall posted and given to the customer at the time of booking. Thisinformation was provided and explained to the customer up front.Ace Rent A Car is not responsible for fees due to the customersarriving early or not having the proper information to qualify torent. This is the reason the customer had added cost that they hadto cover. We understand that our success depends on providingexcellent customer service and we are very sorry that this customerfeels that we did not accomplish that during their rentalprocess.Respectfully,Christina [redacted]Customer Care SpecialistACE Rent A Car, Inc.4529 West 96thStreetIndianapolis, IN 46268Office: 877-822-3872 Ext [redacted]

Good Morning -
We have already responded to this customer on this issue.  Upon their arrival they completed a walk around with an employee and signed off on the condition of the vehicle prior to leaving with it.  Upon returning the vehicle additional damage was located and the...

customer was charged for the damage.
Sincerely,
[redacted]
Customer Care Manager