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.
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]

As we have advised we issued a refund for the 3rd day's charges which came to $35.60.  We do apologize for any misunderstanding but we cannot refund the $15.00 for the upgrade to the convertible as the customer signed and agreed to the upgrade charge prior to leaving the location. I have attached the open rental agreement in which you can see the customers initials where he agreed to the upgrade as well as the closed receipt showing the refund. 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], 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]

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.

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

We are sorry to hear that the customer was unhappy with the charges and service.  As you can see from the attached the customer did initial to purchase the Collision Damage Waiver and the additional driver.  Further, the customer booked on Travelocity's website and they do display our...

policies (also attached).  One page 1 bullet point 5 states, "Charges for refueling, additional drivers, etc. are not included in the total price." In addition, this location uses customer facing signature pads.  This means that during the checkout process there is a screen facing the customer that they are asked each of the option products and have the ability to accept or decline.  As they make their decision they then place their initial's with each item which is what prints on the rental agreement he then also signed at the bottom. Sincerely, Jason E[redacted]Director of Customer Experience

Mr. [redacted] - We once again do apologize for the expired tags.  The locations management has corrected the issue.  As explained earlier, a refund for the extra time has already been processed.   Sincerely, Jason E[redacted]Director of Customer Experience

As this customer wishes to proceed with legal representation, we will have no further comment until reached by her attorney. Sincerely, Jason E[redacted]Director of Customer Experience

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 Services
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. 
Regards,
[redacted]

We are unable to locate a reservation for this customer.  Therefore, we are unable to confirm the damage charge.  As each location is independently owned and operated the customer would need to work directly with the management of the local office. Sincerely, Jason

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 feel that a charge of $81 for returning a vehicle an hour late is outrageous.  At most, they should have charged me at the same rental rate I rented the car at.  Even that seems ridiculous for a hour.  Regards,[redacted]

Dear Ace Customer,
Agents at the counter do not have the authority to "comp fuel".  We offer different coverage packages at the time of rental.
On your contract you accepted the $9.99 per day coverage at the time of rental.
Ace has now closed this file and no refund will be given.
 
Thank you,
 
Ace Customer Care

Good Afternoon -  The customer [redacted] booked a reservation on 5/18 at 4:50 PM via the ACE Rent A Car website.  The reservation booked was for an Economy car to be pick-up on 5/18 at 7 PM and returned on 5/25 at 7 PM.  As [redacted] points out they called on 5/27 to extend the...

rental.  As the reservation with ACE Rent A Car was for the 18th through the 25th the customer is held to the terms of the rental agreement they signed with our affiliate Roam Rent A Car at the time the rental started.While we are sorry to hear that there was an issue.  The customer failed to return on the 25th therefore, the location does have the right to charge the customer additional fees/rates per the terms of their contract with the customer. This is therefore, not a complaint against ACE Rent A Car as we did uphold the terms of the reservation booked and the pricing for that time period. Sincerely, Jason E[redacted]ACE Rent A Car

We are sorry to hear that this customer is still not happy.  However, the $300.00 deposit policy is stated on Priceline.com (see attached).  Prior to the customer signing the contract, the agent explained the charges and fees.  The customer initialed, signed and agreed to all of the charges.  The customer was informed about the $300.00 deposit and that it would be refunded (as it was) when he returned the vehicle.  The customer took the Toll Pass and CDW and further agreed to those charges.  There will be no additional refund issued. Sincerely, JasonDirector of Customer Experience

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.  The business is not going to provide me with my desired resolution. We will be sure to never rent from this company again and post as many reviews as possible.
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'm still confused as to why I should pay full price for:a) not being given a rental price for a compact car which I reserved - it's not my fault you didn't have any available.B) an improperly inspected vehicle, which you confirmed - thats part of the service you provide.
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.
Regards,
[redacted]

Revdex.com:
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.
The advertisement on the website I bought from is quite clear; "A Toyota Rav4 or similar". The car offered to me, the jeep renegade, was not similar to the cars on the Ace or Travelocity websites, the Toyota Rav4 and the Nissan Rogue.  Those cars had cargo capacity of 38 and 32 square feet respectively, the jeep has 18 feet of cargo capacity.  Cargo space that is almost 50% less can not be called similar by definition.  Note that this is not a complaint about wanting extra leg room, or more head room, or other features that might make a car more or less comfortable than another.  It is about the ability to store luggage, an obvious "must have" for travelers.  The business owner justified their position with the total dimensions of the car, irrelevant for this purpose, and the fact that they call both cars "intermediate" sized SUV's.  What they label the car is not relevant as they are not similar.  But, for the record, as you can see from one of the attachments, Jeep calls the Renegade a sub-compact SUV. The attachment shows the cargo sizes of the cars, the website advertisements of both Ace and Travelocity, and the definitions of the cars as being different.  
Regards,
[redacted]

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 RoadJacksonville, 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,