Ace Rent-A-Car

As we have explained several times now, on all websites we clearly state that vehicles are restricted to the state of Colorado.  However, the customer failed to read this and made a reservation.  Upon his arrival the location assisted him by providing him with a vehicle they were willing to make the exception and allow it to leave the state.  The location did everything possible to assist.

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

As I stated in my complaint, I was the one that made the reservation and put it on my credit card.  When My son, [redacted] , picked up the car he was under the impression that the reservation I made included the insurance. He was never told that I didn't added, and also how much it would be if he did add the insurance. I confirmed with him and he was never told that the total rental would be $ 500.

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 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 $60 was to be returned to me.  This was suppose to have taken place on 2 January 2016 but as of this writing I have not yet seen such a transaction.  On 7 January 2016, Ace's Christina G[redacted] e-mailed me stating "Please allow 7-14 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]

We cannot locate a reservation under this customers name therefore we are unable to review further.

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
 1759 Airport Road
Jacksonville, FL 32218 USA
 
Location 904-999-4994 
Please feel free to advise them that you have spoke with Ace Customer Care and we advised that you speak to their location manager.
 
Thank you,

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 business isn't acknowledging that I reserved a compact car and had to pay $5 extra for an upgrade because it was the only choice. Also, I still don't think I should pay for the entire rental if the car wasn't properly inspected - that's their responsibility.
Regards,
[redacted]  [redacted]

With regret we cannot locate a customer that picked up in Orlando on the 7th of September with the name of [redacted].  However, to provide a little information to this customer.  Very few rental car companies provide a jack and spare tire within their rental cars.  The reason is...

that most of these items become stolen/missing very quickly and it is expensive to replace them.  That is why all rental car companies (including ACE Rent A Car) offer coverage options that would cover the repairs and or replacement is this level of coverage had been purchased at the time of rental. 
Sincerely,
 
Jason E[redacted]
Director of Support Services
ACE Rent A Car

Thank you for taking the time to write about your recent rental experience at Fort Lauderdale Int'l Airport.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.  
We have attached all documention as to the damage claim.  All information has also been sent to the Customers Insurance Adjuster as well.
[redacted], who handles Ace FLL claims, advised us that the it was not just a flat tire but a blow out which caused damage to the rim and vehicle.Customer contacted claims department and asked them to send file(pictures and
documentation)to her insurance adjuster on 1/7/16.Respectfully,Christina [redacted] | Customer Care Specialist

Good Afternoon -  The customer is correct that upon their arrival we had run out of minivans.  The location did offer the customer 15 passenger van so that they would not be without a vehicle.  The customer did refuse this offer and instead filed a chargeback on the prepayment....

 Their credit card company did not agree with the customer and issued a judgement in the favor of ACE since we did offer them a lightly larger vehicle that they refused.  We do apologize that we had run out of minivans. Sincerely,JasonDirector 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.
My concern is with your shady business practices, and the fact that you neglect to properly inform your customers.  We asked for one specific thing, and you set us up with something different on purpose.  I know you're never going to do anything with this complaint, because, like your customer service, you don't really care if people are happy, only that you're making money off them any way you can.  I will be leaving as much negative feedback as I possibly can on every site I have access to, so others may be warned of your practices and make educated decisions to steer clear of Ace Rentals in the future.I do not require or expect a response to this email.
Regards,
[redacted]

Good Afternoon -
While we do offer reservations in which the one-day deposit paid at the time of reservation can be refunded as long as the reservation is cancelled outside of 48 hours.  We also offer fully pre-paid reservations that are clearly marked that they are...

non-refundable.  The customer must agree to the terms prior to clicking confirm reservation and their card being charged.
I have attached a copy of the page in which Nichole agreed to the following terms..."I have read and understand the terms of this reservation.  This is a discounted, prepaid reservation.  A non-refundable payment of 579.92 USD will be collected at this time, which is the estimated total price for this rental, not including extras like supplemental coverage.  If I do not complete the rental, I will forfeit the payment with no further obligations.  There are no fees for changing this reservation prior to the scheduled pick-up time."
We would be more than willing to provide the customer with the ability to use these funds toward a future rental.  We will provide the customer an email with those rebooking instructions as well as a copy of the attached document.
Sincerely,
[redacted]
Director of Support Services

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

We are sorry this customer is unhappy with the additional charges.  However, this location uses customer facing signature pads in which the customer must accept or decline each item.  As you can see from the attached, the customer accepted the charge and was aware of it prior to leaving...

the location.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Revdex.com:
 
I made the reservation myself and put it on my credit card, no insurance was selected; we have our own car and liability insurance.  These additional charges was added by your agency and a different credit card charged for it. You can just offer a rental car for $173 and then turn around and charge $500.  I had rental car before and always paid the amount I was told from the beginning.  I agreed to pay the amount showed in my reservation and that's all I should be reliable for.  The $500 charged to my son's credit car needs to be credited and my credit card should be charge the original amount.
Regards,
[redacted]
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.
And my point being that the day shouldn't have been charged in the first place, considering the time when the vehicle was actually driven off the lot and the return time was essentially the same. The extra day would've been refunded regardless of the other issues which were acknowledged, but not addressed. 
Regards,
[redacted]

Good Afternoon -  We have had several emails with this customer and we apologize that the customer is still unhappy. We first heard of an issue on 12/23/15.  On 1/4/16 we responded to the customer to let them know that the location had advised that they had issued a credit in the...

amount of $1743.02 back to the customers card and a receipt was attached.  On 1/27/16 the customer sent in and email to state that he had received no reply from us.  We replied that same day and advised that a refund would not be issued for the $567.23 charged by ACE as the customer had already filed a chargeback with his banking institution.On 1/28/16 the customer stated that he would cancel the dispute if we would issue a refund.  However, as the customer booked a fully prepaid noon-refundable reservation no refund would be issued but that we would allow him to use those funds toward a future rental at any ACE location within the next year.As the customer has a dispute open over the nonrefundable prepaid amount that he agreed to at the time of booking we will not issue a refund or offer the voucher for future use until the credit card company makes their decision on what they want to do with the funds. Sincerely, Jason E[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.
I didn't have a choice but to rent the convertible as no compact cars were available to me. Why aren't the expired tags being addressed?
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. 
 
Dear Revdex.com, Jason is asserting that a 15 passenger bus is "slightly larger" than the 7 passenger mini van reserved. 15 passengers is 2x the capacity reserved. I did tell the manager I had spoken to that we weren't comfortable driving a 15 passenger van on Highway 1 to the wedding destination. Say, a 1.8 liter and a 2.5 liter 4 passenger cars are equivalent, but 7 and 15 passenger options are different vehicle classes. 7 passenger mini van is  only about 60% the height and the length of a 15 passenger bus based on a few specifications I looked up. Additionally, American Express representative told me that they can't legally reverse the charge if the company responds to the claim. 
I would be happy to pay had I actually used the rental vehicle reserved. Ace also confirmed my reservation sothere was no indication of a missing vehicle. 
Regards,
[redacted]

Good Afternoon - Good Afternoon - We do apologize that the customer is unhappy with the type of vehicle offered upon their arrival.  However, as the customer stated they booked the "Special" which does state "Compact or Larger - Vehicle determined upon pick-up".  So when the...

customer arrived they were offered a 15 passenger van due to the low availability of vehicles.  If the customer did not want to 15 passenger van then yes the location may offer another type of vehicle for an upgrade.  Again, we are sorry that the customer was unhappy with the larger vehicle offered but the location did follow the rules of the Orbitz booking. Sincerely, Jason [redacted]Director of Support ServicesACE Rent A Car