Ace Rent-A-Car

Good Afternoon -
I have spoken to the location and they confirmed that the customer did not arrive until several hours after their scheduled arrival.  We do state on all sites the following policy..."It is our policy to hold reservations up to two hours beyond the scheduled...

arrival time, subject to published office hours. If you experience delays, please contact the rental office so that they can make their best effort to extend your reservation. "
The customer appears to have not called the location but one our 800 numbers that did not reach a person.  Therefore, the location had no knowledge of the delay caused by the airline.
While we understand this customer was unhappy with another vehicle not being available we have no control over delays caused by the airlines.  In addition, we did not charge the customer a fee so no refund is due.
Sincerely,
[redacted]
Director of Support Services

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.
**Enclosed you will find our response to Mr. [redacted] response - please see below in which we chose to CC the owner and vice president of Ace Rental Car, with no response or amicable resolution from anyone at Ace Rental Car**
 
Mr. [redacted]
 
We find it quite disappointing that you would state “I have reviewed the incident in great detail” and would not even consider all facts, that pictures speak a thousand words. Even after the fact, that we provided a complete, comprehensive and thorough explanation with each photo provided to you in great detail. With regards to our situation and what transpired at your London location. Yes, my fiancée and I agreed to the damages that were noticeable, or we could identify with Mr. [redacted] as we were rushed with it. And not what we could not see, as vehicle was dirty with mud, dirt, dust and water on this evening when we picked up vehicle.
Sir, did you and your employees expect us (the customers) to scrub the mud off the tires and wheel wells and frames, clean the windshield inside/out of dust/dirt and dry the water off the whole vehicle and all that was visible in the photos on this particular evening? Why would we pay for renting a vehicle if we (the customers) had to do all this ourselves. After all, isn’t this why “ACE Rental Car” has employees employed, who should be providing this customer service? And supervisors, managers at your local/international locations who should be ensuring that vehicles are being provided to the customers thoroughly cleaned inside/out and not left outdoors without any protection from inclement weather? No? Correct me if I’m wrong sir. So, let’s be realistic here [redacted].
 
It’s very unfortunate you would say and I quote: “while we do understand accidents happen” We (my fiancée and I) are both deeply offended by your statement sir. Especially with you not knowing anything about my fiancée and I, our background, careers and the fact we are both mature responsible drivers and have never had any citations or accidents issued against us as you claim with your “while we do understand accidents happen.” 
 
So, “No” we do not accept your statement, nor do we take responsibility, and you making us feel we should just accept responsibility and sweep this issue under the carpet. And unfortunately this is why we’re elevating this to your CEO/Owner and others who can think outside the box and see the whole picture and situation. It’s all about the “Principal of it all” Jason. If we were at fault, we would step up to the plate and accept full responsibility. However, since we’re not. We do not. As a service member with over 23+ years of “Honorable” service, I have had my share of accepting responsibility for my actions and those of my subordinates appointed underneath me.  And I am not afraid to accept such responsibility for such actions if I or our fiancée have caused them ourselves.  
 
Lastly, we’d like to add that we find it quite unbelievable that one of your associates (Mr. [redacted]) from your London rental location would send us an email saying and I quote: “If the vehicle is still safe and road worthy, we will wait until a more convenient time to have it repaired, e.g. the next service or when further body work is required. So, can you tell us something - exactly how many of the existing damages on vehicles are being passed along to the customers? If vehicles are not thoroughly being checked, cleaned and being protected from the inclement element/weather outdoors – especially when a vehicle is being parked behind a hotel without any cover whatsoever.
 
Hope we can still come to amicable agreement or resolution in refunding us half or all of our money back and put this incident/situation behind us. Many thanks for your assistance and understanding in advance.
 
Respectfully,
[redacted]
 
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On Monday, February 3, 2014 5:39 PM, [redacted] <[redacted]@acerentacar.com> wrote:
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Mr. [redacted]
 
Thank you for taking the time to supply me with a copy of the photos.  I have reviewed the incident in great detail and would like to advise you of my findings.
 
Upon your arrival to the location, you inspected the vehicle with an employee and both agreed that no damage to the vehicle was present.  However, upon returning the vehicle damage was noted.  This damage is also visible in the pictures you submitted for review.  While we do understand accidents happen, I cannot authorize any refund due to the noted damage.
I do thank you for bringing this matter to my attention.
 
Sincerely,
 
[redacted] | Customer Care Manager
ACE Rent A Car, Inc.
4529 West 96th Street, Indianapolis, IN 46268
Office: 317-777-7680


 
 
Regards,
[redacted]

Dear Revdex.com -
 
We are aware of this issue and have had several conversations with his customer directly.
 
Our first letter was sent to the customer and contained a small token within the...

package.
 
"Dear [redacted],
 
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.  I understand that you had a few issues with vehicle in regards to the air conditioner, but that was taken care by returning to location and exchanging and upgrading the vehicles.  In regards to the Beats Headphones they were never found in the vehicle, which was checked before it was delivered to dealer for repair.  We truly 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."
 
The customer has called back several times on several different numbers to inquire about the lost headphone claim.  The customer was at all times advised both verbally and in email that no headphones were located with in the vehicle she returned.
 
The following email was sent to the customer Jason [redacted], Customer Care Manager.
 
"Mrs. [redacted] -
 
We have reviewed your incident and all details you presented.  We have also reviewed all the information presented by the location.  We do understand that you had an issue with vehicle originally provided, in regards to the air conditioning.  However, that was taken care by returning to the location and exchanging to an upgrading vehicle.  In regards to the Beats Headphones they were never found in the vehicle, which was check before it was delivered to the dealership for repair.  Therefore, ACE Rent A Car considers this matter closed."
 
While ACE Rent A Car does understand that lost/misplaced items can occur, the customer did sign and agree to the contract that contained the following term under section 18.
 
18. Responsibility For Personal Property
Renter and AAR understands and agree that Company is not responsible for lost of or damage to my property or the property of others left at any time in or on your Vehicle or on your premises, even if it is in your possession, regardless of who is at fault.  Renter and AAR agree to indemnify and hold Company harmless from any claim for loss or damage to any personal property connected with the rental.
 
Sincerely,
Jason [redacted]
Customer Care Manager
ACE Rent A Car
317-777-7680
j[redacted]@acerentacar.com

We have already addressed this customers concern...With regret the customer failed to see our policies which are displayed on CarRentals.com just like all other rental car companies.  We clearly state in two  (2) different locations that vehicles are not allowed to leave the state....

 However, the location did work out a solution with the customer so that they could continue on with their plans.  We are sorry the customer is unhappy but the location did work with him after finding out that he was unaware of our policies. Therefore, there will be no refund. Sincerely,Jason E[redacted]Director of Customer Experience

We apologize to the customer for this experience.  We have spoken to the owners of the location and they have advised that they have retrained all of their shuttle drivers.  Every customer should feel and be safe and we are sorry that the actions of a driver prevented...

that. 
Sincerely,
 
Jason E[redacted]
Director of Customer Experience

We apologize to the customer for this experience.  We have spoken to the owners of the location and they have advised that they have retrained all of their shuttle drivers.  Every customer should feel and be safe and we are sorry that the actions of a driver prevented...

that. Sincerely, Jason E[redacted]Director of Customer Experience

Each Customer is offered to purchase the use of a SunPass at the time of rental.  The Customer must sign that they accept or decline the Sunpass change.  This Customer choose to decline the Sunpass so they are being charged the 15.99 fee.  After speaking with the location manager...

he decided to offer the Customer the one time fee of $15.99.  Per the renters contract they should have been charged the Toll Fee and an $50.00 Admin Fee.  As for the vehicle having a maintenance light come on during their rental, this could have been for a number of things.  The location could have done a car exchange if the Customer wanted to return back to the location.

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 was given the majority of my money back, but the agent just said initial 7 times, which is not an acceptable explanation. Nor did he ask for my personal insurance card.  
Regards,
[redacted]

Good Afternoon -
I have confirmed with the location that the van was damaged at some point during their rental.  The owner of the location has personally reached out to the customer.
Sincerely,
[redacted]
Customer Care Manager

We are sorry to hear that this customer had an unpleasant experience at the Orlando office.  The Corporate Customer Care Team did speak with this customer on the 8th of September.  She advised that she was going to file a complaint with the Revdex.com and file a chargeback on the insurance...

price. While we wish this customer's experience was much better then what it appears to have been I did pull her original contract and have attached it.  You will see that the customer signed for the Supplemental Liability Insurance (SLI) at $15.99 per day.  This location uses customer signature pads so this item and the price would have come onto the screen for the customer to initial confirming that they agreed to the charge. Sincerely, Jason E[redacted]Director of Customer ExperienceACE Rent A Car

Good Afternoon -
Upon the customer's arrival they selected to add insurance products to cover the vehicle during the rental.  The customer wanted and signed for CDW (collision damage) for $133.00 and they also selected SLI (liability insurance) for $76.65.
When you add these...

optional items plus the rental price and axes the total comes to $449.05.A copy of the customers receipt has also been emailed to his mother for her review.  As the customer choose to add these additional items at the time of rental no refund is due.
Sincerely,
[redacted]
Director of Support Services
ACE Rent A Car

We have several contact points with this customer.  The customer booked confirmation [redacted] with Cheaptickets.com for a price of $55.49 for the rental (base rate and taxes) on 1/24/17.  The customer provided this website with a Mastercard for the $1.00 authorization processed by this...

website.  The customer then called on 2/12/17 and spoke to an agent in the corporate contact center.  They cancelled the original reservation and booked a new reservation under reservation number [redacted].  This reservation was quoted for a total rental price (base rate and taxes) of $184.65.  The customer provided her Mastercard and the $184.65 was charged to this card. The customer then added an additional driver upon her arrival at $9.99 per day equal to $29.97 (plus taxes) and a refueling charge for 1.96 gallons of fuel for a total of $7.82 (plus taxes).  These additional charges brought the total rental to $232.37 once the required taxes and additional charges were added to the $137.81 base rate. I have attached a copy of the closed rental agreement outlining these charges. As for the dirty vehicle we do apologize for any inconvenience which is why we offered a refund of up to $7.00 for her to wash the vehicle as well as offering a 10% discount on her next rental. Jason E[redacted]Director of Customer Experience

The customer signed a contract that advised there would be a $25.00 fee if they violated the law and ran a toll.  We are sorry the customer failed to obtain a Toll Pass (which is also offered online at the time of booking and mentioned in our policies) at the time of rental.  We consider this matter closed.

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 belowThe facts are we were fully prepared to rent and had all IDS and insurance needed. The location closed at 9:30pm when our final 2 reservations were made for 10:30pm and the location had hours until 11pm as confirmed numerous times during the reservations process. There was no reason we should have been treated as we were treated, left without cars, and arbitrarily discriminated against. Telling our players they could not be picked up at 9pm, telling them to call 'Tina' on our team for a ride, giving away our 1030pm rentals for [redacted] such that when [redacted] and [redacted] and their kids were stranded in Calgary and had to pay for hotel only to arrive to Discount at 7:30am and have cars missing is a disgrace. Ace didn't even inform us they were outsourcing our rentals. Then they took 2 months to 'investigate' and when the location's GM Pruneet did not respond, said they would handle matters. They handled it by lying and saying all our reservations were at 10am. Seeing at 7 other driviers picked up cars at their scheduled times of noon, 2pm, 4pm, 7pm and more this is patently false. Ace has been trying to cover up mistakes with zero acknowledgement of their shortcomings, their lack of communication, and failing to reimburse any of the $1400 our team had to spend on hotles, gas, and a last minute rental from Avis and from Enterprise. We missed vehicles and have now lost players from our team because Ace and Discount failed us.
Regards,
[redacted]

Good Afternoon - 
 
We are sorry to hear that this customer had an issue with their rental.  The location and the Corporate Customer Care Team have had multiple conversations with this customer.
 
The issue is that upon the return of the vehicle a...

scratch was noted on the vehicle and the customer was charged a fee to repair the damage.  The customer had signed upon leaving with the vehicle that no damage or scratches existed on the vehicle and that they would be responsible for any damage.  We are therefore, unable to assist further as the location followed the terms of the agreement and charged for the damage when it was pointed out to the customer upon the return of the vehicle. 
Sincerely,
ACE Rent A Car

[redacted] - 
We are sorry to hear of this inconvenience.  We reached out to the local office and they saw that an agent error did prevent the $62.67 going back to your Visa like it should have.  The locations corrected this issues and refunded the $62.67 back to...

your card.  You should see this refund within the next 3 to 5 business days, if you don't already see it.
Our sincerest apologies.  Thank you for reaching out so that we could address this issue.
Jason [redacted]
Director of Support Services
ACE Rent A Car

Dear [redacted],Thank you for taking the time to write about your recent rental experience at Tampa Int'l Airport.
The rental was picked up at 1:53pm (Reservation was for Noon) and customer did not return car till 2:53pm.  The contract clearly states the return time as they run...

on a 24 hour clock.
The customer was charged for an added day due returnung the car late.  The daily rate that they customer had booked was only for the reservation time.  Customer went past that time and was charged added day at the going rate for that day due to Spring Break and loctions rates were higher at that time.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.  Respectfully,
Ace Customer Care

As the customer is simply continuing to reject our previous statement but providing no further details.  ACE Rent A Car will have no further comment on this issue.

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 still have not addressed how I was treated by your representative in the airport or the additional $50 that was drafted from my account without my notification nor authorization. Your answers come off as though you just want me to shut up. However, I'm not until you address these issues as well. Stop fluffing me and address the [redacted] problem. The experience is what brings me back to here everytime! I haven't even received an apology from your poor service provided. I was hung up on and was not fully told upfront about all the holds. Particularly the  $50 hold.
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.
First, to clarify I was only asking for a partial credit, not a refund, per se.  I did rent one of their vehicles.  And second, the fact that it has taken ACE three months to respond to my complaint without addressing the terms and conditions leading up to me having to rent a truck is par for the course.  Remember, I was asked to sign/initial a number of digital display screens that were later pulled into a printed document.  My mistake was not reviewing that document, which was trifolded, with the sales associate, and that was because I was the first in line of a van full of people who had been in line for quite some time.  Furthermore, when I returned the vehicle and asked to speak with a supervisor, there was none to be found.  To my knowledge, that remains the case to the present.
Regards,
[redacted]