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.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 -  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 find that this resolution would be satisfactory to me. 
Regards,
[redacted]

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

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 $70. What was the upgrade from?  No reference to gas-guzzlers or trucks nor to anything else, not even a horse and buggy.  There is 1 vehicle specified in the contract, a Nissan Versa.  It is what the agent gave us. There was no other vehicle mentioned not in conversation, not on the contract. I got the small car I was expecting. THERE WAS NO UPGRADE. The idea that there was is a complete fiction invented to cover an exposed fraudulent practice. Do the honest thing and refund my $70.
Regards,
[redacted]

Good Afternoon -  We are sorry to hear that this customer is still unhappy regarding their recent rental.  I have attached a copy of the rental contract that outlines all of the charges and shows where the customer signed.  While I am unable to issue a refund I can advise the customer that if he does still not agree with the charges to contacting his banking institution and file a dispute on the charge. Sincerely,Jason E.Director of Support ServicesACE Rent A Car

Good Afternoon - 
 
We are sorry to hear that this customer is still unhappy regarding their recent rental.  I have attached a copy of the rental contract that outlines all of the charges and shows where the customer signed.  While I am unable to issue a refund I can advise the customer that if he does still not agree with the charges to contacting his banking institution and file a dispute on the charge.
 
Sincerely,
Jason E.
Director of Support Services
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.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]

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 booked.In 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 $303.89 was refunded to the VI ending in 0359.  Most banks process refunds within 5-7 days so I would think the customer would have the funds back in their account at any time.Sincerely,Jason [redacted]Director of Support ServicesACE Rent A Car

We are sorry that they have chosen to reject the claim but we simply cannot issue any refund of take this matter further until the customers banking institution has decided how they would like to process the customers dispute of the charges.
 
Sincerely,
 
Jason E[redacted]
Director of Support Services
ACE Rent A Car

Good Afternoon...Our concerns to this review are the following.  We have no reservation under this person's name for this location.  This person also just submitted a complaint for an issue that was to have occurred in 2015.

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 story of the truck is absolute nonsense. An earlier version had it as a gas-guzzler that I refused. Which truck-gas guzzler was it---a Ford 150, a GM Silverado, a Dodge Ram, a Hummer? I am sure the companies would like to know that ACE thinks their vehicles are all gas-guzzlers. I'd also like to know who would choose a tinny-[redacted] Versa over one of those decent trucks; that is, if one were offered. My invoice mentions only one vehicle, the Versa. The space reserved for what was to be replaced has been left blank because there was no replacement, no upgrade. There never was any mention of one. I drove off with what I was expecting, the dealer's choice, a small car. The truck gas-guzzler story is a complete fiction invented to cover up a fraudulent charge made by the agent. Why is ACE trying to pretend their agent made such an offer?  Are they desperate to save $70?  Or is this type of fraudulent charge endemic to ACE's operation? Perhaps their business needs state or federal investigation to see if more customers have been bilked in similar ways.
Regards,
[redacted]

We are willing to make the following offer to the Customer.....Thankyou for taking the time to reach out to us about yourreservation at VancouverInt'l Airport. Dueto this location being over booked we are willing to refund the...

costdifference that you had to pay with another Car Rental Company. Whatwe are asking Customers to do is book a rental with a different CarRental Company.  We are willing to pay the cost difference fora Midsize caronly.   We will not cover any added products that wasadded at the time of rental.  I have included a list of theitems I need in order to issue the cost difference. Pleasesend me the following Information so I can issue you a refund:Acopy of the "Final RentalInvoice" from the Rental CarCompany that you choose to rent with.  Please make sure toinclude your confirmation number of [redacted]along with a "Mailing Address"to send the refund too.Wevalue your comments and I want you to know that this feedback helpsus improve our operations.We understand that our successdepends on providing excellent customer service and we are very sorrywe did not accomplish that this time.  Respectfully,Christina [redacted]

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.

We apologize that the customer remains unhappy.  This customer contacted our office several times yesterday.  The customer was so verbally abusive and agressive towards my staff that we have had to take unusual steps to prevent these ongoing calls.  In addition we received the following survey response this morning (I apologize in advance)...It is also attached to this response.
 
Question - Was your rental completed?  His response - "Go [redacted] your self, ss!!!"
Question - Why was your rental not completed?  His response - "Because you have a bunch of [redacted] it's working for you.  You stole my money, go eat a [redacted]s."
 
With the ongoing abusive language from this customer we can only advise him to contact his credit card company and dispute the charge.
 
Sincerely,
 
[redacted]
Customer Care Manager

Dear [redacted],   ACE Rent A Car strives to provide the highest level of customer care and based on your responses we have room to improve. Your feedback is extremely important to us and we will be sharing your feedback with the locations management. We have attached a copy of the signed rental...

agreement that clearly states "Early Return Fee of $15 Per Day" for your to review.As for the upgrade you were to pick up your rental at the booked time of 12:00/Noon.  Do to you picking up early the midsize car on the lot had already been attached to another rental agreement.Ace Rent A Car does decline the request for these amount to be refunded and has closed the file.Thank you again for your feedback. We appreciate you and hope to see you again soon.  Sincerely,Ace Rent A Car, 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.They took the 15 passenger van away from me because the people they rented before me, their van wouldn't start so they took mine away and gave it to them. I had nothing! I'm not sure what you don't understand. I WANTED THE VAN but they took it back from me to give to the people who's van before me would not START!  
Regards,
[redacted]

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 $300.00 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

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.