Ace Rent-A-Car

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 150 free miles per day or 750 free miles per week with $0.30 (cents) per mile for each additional mile on all rentals. There are no unlimited mileage rentals for Florida residents. Vehicles may not leave the state of Florida. Local renters/Florida residents must show proof of transferable auto liability and physical damage insurance coverage. Proof should include the name and address of the insurer and the policy number. We can elect not to rent to you if you do not present the required proof of insurance coverage or your insurance does not transfer. Florida 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 $500.00 plus the amount of rental. Any vehicle driven out of the state of Florida will be charged $0.45 (cents) for every mile driven, no free miles. Florida 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 45 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

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. At the time of rental it clearly states the following: **There is a $25.00...

service charge per Toll Violation** If you would like a copy of your signed RA showing this statement please reach out to the location directly. Southwest Florida Int'l Airport 14500 Global Parkway Fort Myers, FL 33913 USA Office Number: 1-239-768-2060 (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 future. Respectfully, Christina G[redacted] | Customer Care Specialist

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.
If ACE RENT A CAR didn't want our trip to be ruined, they should have honored our booking and given us an SUV. After a rude manager, being offered a pick-up truck for four people to travel, and after spending double the gas money we have budgeted for, we feel the rental company gave us the car that nobody wants (we later realized that all SUVs were rented out, reason why they let us use the truck - they overbooked their SUV fleet and without warning on rental pages, so they gave us a pick-up truck.Again, we will never rent again from ACE RENT A CAR, we'll review this company on all social media, and we will fight the charges. 
Regards,
[redacted]

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.Never on the price line  website did it state proof of insurance.  I will also file a complaint  with the Florida Attorney  General.
Regards,
[redacted]

Dear [redacted], Thank you for taking the time to write about your recent rental experience at Jacksonville Int'l Airport. Please 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 1759 Airport Road Jacksonville,...

FL 32218 USA Location: 904-999-4994  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 wedid not accomplish that this time.  Respectfully,  AceRent A Car Customer Care Specialist

Good Afternoon - We are sorry to hear of this issue regarding the rental experience Mr. [redacted] received.  I have looked into the issue and have found the following. This location uses customer facing signature pads.  This means that on a screen facing the customer it will ask them...

to accept or decline several optional products.  As you can see from the attached rental agreement, the customer agreed to the upgrade charge of $7.00 per day for 10 days.  He accepted the prepaid fuel of $2.22 per gallon ($23.98).  He also accepted the additional driver fee of $9.99 per day.  With the customer agreeing to and placing his initials by each item we are unable to issue a refund for these charges. In regards to the Airport Access Fee, this fee is just not for companies that have their counter/location on airport property.  This fee is charged to any company that picks up customers on airport property.  Therefore, we must charge this fee or we would be in violation of our contract with the airport.  This fee was also quoted at the time of booking and not added at the counter. Sincerely, Jason E[redacted]Director of Customer Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I have no further comments at this time. 
Regards,
[redacted]

The location made the exception to allow for a truck to leave the state.  We did not want your trip to be ruined.

Good Afternoon,We are sorry to hear you were given such bad service when trying to reach out to the Orlando location.This feedback has been noted and passed along to the Orlando manager.You will find a copy of your signed and closed out rental agreements to this email.  (See Attached)As the...

Orlando Office is locally owned and operated we do not have access to any damage claims they have.However, we do see that you did accept a form of coverage called "MCO CDW $1000" but this does not fully cover the rental car.Please reach out to the location so they can provide you with valid break down of charges and fees.We have included the managers info below.Orlando LocationManager: Dave or Manny5757 S. Semoran Blvd.Orlando, Fl  32822 Thank you,Ace Customer Care

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 booking was made thought CarRental.com, not directly with ACE.Only after being left on the street at 1AM and having to walk to the next rental place that I had to pay $30 more then the rate I originally booked the car online for.And only after doing further research did I find these absurd regulations for this individual rental location, I never in my life almost 20 years of driving and renting around the world ever heard of such an rule till that night at 1AM.Yes the Authorized amount of $10.13 was never charged, but due to this whole saga is why I am out of pocket additional $30 not to mention the time wasted and aggravation that late at night.So to clear up your response you 1, Never read my compliant thoroughly.2, If you did you will see I never knew about the regalation for renting from a Florida car rental and living in Florida that they will not rent to me, as the resavation was done online thought Kayak / CarRental.com not directly on ACS`s webiste.3, I never would of made my resavation with this company, and would not of been out of pocket additional $30 knowing this rediculas regaltion that only those 2 location over the whole USA have (knoing this only after doing more research online about your company`s policies.4, You may franchise your company being it still carries your name you need to take responsibility for there wrong doing and set things right.5, This type of conduct can cause a class action law suit (just like it was when drivers under 25 were unable to rent (solution was to charge underage fee) But refusing to rent to a Resident in the state that you operate I`m sure that`s somthing to start with, and neither of us want that.Regards,[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 ServicesACE Rent A Car

Good Morning -
Our location manager and Vice President of Operations personally reviewed the video surveillance of the customer returning the vehicle.  They confirmed that the renter himself kept searching the vehicle as if looking for...

something but never removed anything else from the vehicle.  That would lead us to believe whatever the customer was looking for was not in the vehicle upon his arrival to our location.  No ACE Rent A Car employee removed personal items belonging to this customer from this vehicle.
Sincerely,
[redacted]
Customer Care Manager

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If the case was that systems were changing and that my deposit was going to be unreasonably delayed, I should have been advised of this up front at the time of rental car return. When I returned the vehicle, I asked the clerk if my deposit is credited now and he said “yes, I’ve already processed your refund you should be all set.”  This is is a horrible time of year to be short $200 going on almost a month with little hope or faith that this money will be returned to me. I would request that my return be expedited in order to resolve this complaint as I remain dissatisfied with the outcome at this time.
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.I have no reason to believe that the location manager will take any action at all.  I have still never seen him, heard from him or spoken to him directly.  On the other hand, I did speak to a customer service rep. at your Orlando location over a week ago.  After assuring me that the location manager in Fort Myers really does exist, she, too, forwarded my concerns to him to review and discuss with me.  He hasn't and that's why I involved the Revdex.com.  
Finally, it is worth noting that I had a VISA [redacted] Customer Service Rep. contact your Fort Myers office and your people had her speak with a driver who refused to even give her his name.  
Regards,
[redacted]

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.
The business did not contact me in any form or fashion to resolve this issue.  It appears that they are reporting that I have not responded to them when they have not contacted me.  This is a false response that they are claiming.  This company has demonstrated that they have no integrity time and time again and this can be supported via YELP where other consumers have also had similar issues.
Regards,
[redacted]

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.
Regards,
[redacted]
  That is not correct at all.. I spoke with the Representative and not once did they say anything about a utility bill. This is ridiculous, and this needs to be reviewed for possible fraud on their end. This is a horrible business to deal with. The lie about everything they said in that message.

Good Afternoon -  We are sorry to hear that this customer experienced an issue while renting in Ft. Myers.  I did collect a copy of the customers final receipt and they were not charged for fuel.  The only additional charge was for the Toll Pass system that the customer agreed...

to.  I have attached a copy of the final receipt for your review. We therefore, consider this matter closed. 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.If vehicles from this location couldn't leave the state, why were we offered a pick-up truck? I paid over $300 to rent an SUV for 5 days, a very expensive rental already. I was given a pick-up that run us over $300 in gas for a weekend, and which ruined our trip. This company is run out of a dirty trailer in a remote parking lot with dirty cars. It's embarrassing that CarRentals, Expedia, Kayak and other reputable companies even do business with this company. ACE RENT A CAR is a scam, and they need to be exposed.
Regards,
[redacted]

We are sorry to hear that the customer is still unhappy.  However, the location did approve a refund of 1 day which was done.  There will be nothing else given to the customer.

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 Services
ACE Rent A Car