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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]
  I'm only speaking the truth about a shaddy business. I already took other steps into this matter. I currently am working with an investigator to handle this matter. I will also be pressing charges against this company for fraudulent activity. Stealing peoples money is a federal offense and I hope they lose their business license. Nothing wrong what I said in that survey, they stole my money, I told them how I really felt about them and so others who decided to rent a vehicle from this shaddy company need to beaware of their unethical business practices. That's what happens when you deal with people that are below garbage level. Stay away from this place, you will all thank me later.

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

Good Morning -
 
I have reviewed this complaint and do see that the customer returned the vehicle on the 21st of April.  At the time he returned the vehicle (8:37 AM 4/21/14) the $200.00 refund was issued.  As explained the banks can and do take 2-5 business days...

to return the refund amount to you bank account.
 
As the refund has been issued I would encourage the customer to reach out to his bank.
 
Sincerely,
 
 
[redacted]Customer Care Manager
ACE 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.  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 -  The customer was not charged after the rental had been completed.  The customer was charge $86.15 on June 3rd when he called the location directly to extend the rental.  The customer was then charged $86.14 when he called to extend the rental on June 7th.  Again, we do apologize for any inconvenience but the location must take additional funds when the customer break the terms of the reservation and keeps the vehicle.  As the customer did not return the vehicle as booked he complaint is against the owner of the vehicle and the company with whom he signed a rental contract and not ACE Rent A Car (reservation provider).  As stated previously no charges were placed onto the customers card after the rental.  All additional charges were processed at the time of the extensions and with the customers approval.  If the customer did not agree with these charges he would have been required to return the vehicle. 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.you are making the signature of this document into a contract. I have no copy of this despite keeping everything I was given in person and on line. I absolutely was not aware that I could not pay any toll in cash. you did not inform me sufficiently. the signature means nothing. I have referred to multiple similar situations leading to class action lawsuits. a $50 fee is obscene and a rip off of the public. 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.
True, as many as 8 screens were presented. However, they are very small and the text is long and difficult to view. As well, we were tired from a long flight and trusted the agent to represent the items supposedly contracted honestly. That, it seems was a mistake. I am not disputing the extra driver charge because it was possibly a misunderstanding. I can't see an airport charge when the dealer is miles from the airport, but if he says it is required, I will accept that. However, as I said in my original complaint, and it is clear from the vehicle provided to us (Nissan Versa), there was NO UPGRADE offered and none made, yet the charge is there. That, at least, should be refunded.
Regards,
[redacted]

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 [redacted]
Director of Support Services
ACE Rent A Car Reservation INC.

We have been advised by the location that an error occurred when they changed credit card processing companies.  This delayed the refunds but this has since been corrected.  Now that we know that customer did not receive their refund we will ensure it is processed.  It would have been...

helpful for the customer to contact us first.

Dear Ace Customer, Thank you for taking the time to write about your recent rental experience at Ft. Lauderdale Int'l Airport.
This seems to be a damage claim and we do not handle these for any of the Ace Locations.
Ft. Lauderdale is a private owed location and has a third...

party do all damage claims.  You will need to reach out to the location or have your insurance company do so on your behalf.Location Contact Info:  1-954-332-1125
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.  
Thank you,
Ace Customer Care Specialist

Dear [redacted], Thank you for taking the time to write about your recent rental experience at St Maarten 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.  I have put in a check request in the amount of $40.00.We thank you for being a loyal Ace Customer.
I do hope that you will give ACE another opportunity to do better in the future.
Respectfully, Christina G[redacted] | Customer Care Specialist ACE Rent A Car, Inc. 4529 West 96th Street Indianapolis, IN 46268 Office: 877-822-3872 Ext 8040

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. I received my refund yesterday.
Regards,
[redacted]

We have been advised by the owners of the location that they recently switched credit card processing companies and that has caused a delay in the processing of refunds.  We continue to work with the location on a daily basis and will continue this until all refunds have been issued.

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.
 
Regards,
[redacted]

Dear [redacted] - I'm sorry to hear that you had an unpleasant experience with your recent rental reservation in New York (JFK).We do provide CarRentals.com with our policies and they do display them at several points on the website.  I have attached 4 screenshots that are all from the...

same screen and prior to you reserving the vehicle which would process the payment.I do apologize that this information was not clear or was misunderstood at the time of booking.   I also understand mistakes happen, therefore I will be more than happy to authorize a one-time goodwill refund for the non-refundable pre-paid amount.I have issued the refund of $111.20 and you should see this refund processed to your account within 3-5 business days depending on your banking institution.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.
The employees of this company are not providing accurate information.  They did not inform me when I rented the car that they don't have another location.  This is a false statement.  I certainly would not have rented from them if I knew this to be so.  They were supposed to honor my [redacted] rental agreement which had a drop off reservation noted at Ft. Meyers.  Also, I did not use "inappropriate language", I did state however that I would contact my attorney and I am in the process of doing so.  I do feel this company is scamming customers and would like to see them audited.  They use this technique to Bill extraneous charges.
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 Services
ACE Rent A Car

As we have stated we have no record of a reservation under this customers name.  Therefore, we are unable to confirm that a vehicle was unavailable.

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.
UPDATE: 6/14/2017 - Apparently someone on corporate's end, without any followup but a request for my confirmation number - refunded me the additional costs of the Mileage add-on that was such an ugly experience for me. That is all that I requested. I will express gratitude and appreciation for their effort to repair this experience. However, I highly advise that they not advertise rates like this without indicating clearly (it is not clear even on their own website which states 150 miles - after much looking- AND NOT 100 as I was told and was in turn charged based on 100) which continues to lack the integrity expected in a good business. They can show me the policy when I walk in -but reservations are MADE for the sake of having a reservation. No confirmation email was sent to me - this policy was not on my documents - nor on my contract.
Regards,
[redacted]

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 $323.53.  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 $323.53 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[redacted]
Director of Support Services