Ace Rent-A-Car

We are sorry that Mr. [redacted] is upset regarding the upgrade.  However, upon his arrival to the location he was offered a truck and choose the smaller vehicle.  The agent advised that he could have a smaller vehicle for a discounted upgrade.  Mr. [redacted] agreed to the terms and signed approving the upgrade prior to leaving the location in the rental vehicle. 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.I reserved a car in February, I was renting in April. Upon a arrival, there were no vehicles left to rent. They offered me a 15 passenger van. I took it. They charged my card. As they gave me the keys, they took them back from me to give to the previous customer,s whose 15 passenger van would not start! My credit card was charged and a hold of $323.00 was placed on my card. I asked that I be refunded that night and Henry said it was! I had to call my credit card and tell them what happened and to release the hold. I had to speak to a supervisor the next day for her to refund my money because Henry never "closed out my account," although he claimed he did. I was stranded at the ACE rent a car by myself with two small children and had to find other means of transportation to my hotel,
I would like the $102.00 it cost me to get to and from my hotel, credited to my account due to the absolute worst experience with ACE RENT A CAR and their headquarters.
Regards,
[redacted]

We are sorry to hear of this customers experience.  The vehicles are to be checked by both the renter and the local office each time a vehicle goes out and is returned.  It appears that no damage to the vehicle was noted upon the customer leaving with the vehicle but that it was noticed...

upon the vehicles return.The local office has advised that they have asked their claims department to close the file and not charge the customer for the damages as a matter of goodwill.
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 have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Ms. [redacted] your response was unsatisfactory in numerous ways:
 
1.     You failed to acknowledge that your company rented out vehicles in bad condition. The fact that the first car I was given felt like it would fail any moment and the second car did fail is proof that you routinely give your customers ill kept cars.
2.     You obviously do not care about the personal safety of your customers. The tire could have blown out on a highway when I was changing lanes. I and my passenger would have been seriously hurt. The people I dealt with from AAA, Visa, and my insurance company all asked about my personal safety because they understand about the danger of blowouts and faulty tires. But not a single person from your company showed any care or concern.
3.     You sent me a disproportionate bill of over $2300 for a blown out tire. I can only attribute such behavior to preying on vulnerable tourists.
4.     After receiving your harsh letter, I called your customer service. The first person I talked to rudely told me to “do whatever you want” and hung up on me. Is this the right way to treat your customer?
[redacted]5.     [redacted]Instead of gathering facts from local persons who have direct access to the car, you quote from [redacted] which is located in Texas. The only "facts" they know are the ones you fed them, and they were not true statements of the actual condition of the car.
6.     After the blow out, I stopped the car immediately. There is no damage to the rim (I have a photo to prove this). There could not have been damage to the rim as the car was not moved after the blowout.
7.     Your assessment of the car's condition lists damages to doors, quarter and rocker panels, rear bumper, and manual entry. None of which exists or is caused by the blow out. The picture shows that this damage does not exist.
8.     The fact that you included the bumper and the door in the assessment is most revealing and attests to your dishonesty. I discovered two scratches  during checkout. One on the rear bumper and one on a door. I had your attendant document it in the checkout sheet (asis clearly indicated by the check-out sheet included in the documents you presented). If these are the so-called “damages” you are charging me for, then the tire blowout has absolutely no bearing on them. They were preexisting damages that were noted on the form at the checkout.
 
Please do realize that repeatedly producing the same false documents does not make them the truth.
 
Please do realize that the long term success of your company relies on honesty. It just so happens that yesterday a business associate of mine who frequently uses rental cars warned me about two companies, albeit a little too late, and your company was one of them. It is obvious that you have already built up a quite a bad reputation for yourself. It is not too late to mend your ways and rebuild your reputation for long term success.
Regards,[redacted]

Good Morning -
The customer was advised that daily rental periods are even 24 hours.  As the customer was late returning the vehicle this put his total charges into a 2 day rental period.  I have attached the final receipt the customer signed upon returning the vehicle. ...

This shows the customer agreed to the charges when the vehicle returned on the 8th of February.
Thank you,
Jason [redacted]
Customer Care Manager

We understand that we could have done better.  This is why we provided the customer with a refund of 1 day.

Good Afternoon - 
 
We are sorry to hear that the customer feels we failed to advise them of the Toll issue and that they wish to dispute the charge.  The customer has also stated several times that they wish to file a lawsuit over this issue.  However, as you...

can see attached at the time of rental that customer signed the locations TOLL POLICY that states...
"I understand ACE Rent-A-Car CHARGES AN ADMINISTRATIVE FEE OF $50.00 IF I FAIL TO PAY ANY TICKETS OR PROCEED THROUGH TOLLS AND DID NOT PAY.  I KNOWINGLY UNDERSTAND THAT I WAS OFFERED A PREPAID TOLL OPTION AT $6.00 PER DAY AT THE TIME OF RENTAL PICK UP.  Many of the Florida toll road systems will automatically read the vehicle's license plate if the vehicle passes through a toll lane without paying the toll with either cash or a compatible toll transponder.  There is no device inside the car that needs to be used.  If you don't want to purchase prepaid tolls you must pay all tills with cash (if cash option is available) or with your own toll transponder compatible to the toll road."
 
We believe that by signing the above statement the customer was properly informed of the toll roads, possible options and the $50.00 fee if the toll system was violated.
 
Regards,
 
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.
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 the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  Hello, This is normal, the reservation number given was made with Atlas Choice which was the company I contracted.I have explained in my complaint that Atlas choice subcontracted to ACE rent a car, which was unable to provide the expected car.The full information of the booking are:Re: Booking reference is [redacted].Pick-up at: Charlottetown Airport in Canada Drop-off at: Charlottetown Airport Selected car class: XXAR (Toyota Yaris 5door or similar) Pick-up date/time: 25 Jul 2015 12:00 Drop-off date/time: 04 Aug 2015 17:00Yes, it is a 2015 issue not yet resolved, this is why I am raising a complaint, 20 months it is unacceptable.

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
As I read complaint after complaint through Revdex.com AND CONSUMER AFFAIRS, I realize I am not the only person who had horrific experiences! I only wish I knew to do this before renting from you but as a first time renter who knew? Can I please have the information for the following people so I may take this further and tell the way I was treated all the way up to this point with you the Director of Customer Services:Richard R[redacted], CEO, Kevin S[redacted], President, Charlie M[redacted], COO AND Julie R**, CFO? As I will also be putting in a complaint with Consumer Affairs along with the 1,000s of complaints there already are. It is quite obvious you don't follow the professional practice to treat the customer with the utmost respect and that the customer is always right! I will be forwarding you my receipt of my rental and unless Henry didn't do the right thing which is quite possible, you should also have a receipt for a few minutes after mine with the same vehicle which was rented to someone else therefore validating the proof or evidence you need to see that it was taken from me before I even got it! How could my contract all be done and said and I walk away without a vehicle! It doesn't make sense??? Perhaps if my story wasn't TRUE, how can you explain this? Why would you ask me for my receipt and why would I have a receipt to get to my hotel if all that I have been explaining to you wasn't TRUE! Do you think I like fighting over and over for this? Do you think I have the time for this? Please forward me the numbers ASAP. By me renting a car through another rental company would have cost ACE a lot more than the $102.00 I am seeking for taxi reimbursement because I was stranded at your company. In your Revdex.com rebuttal you said you would reimburse had I rented with another company but yet you won't reimburse me for all the inconvenience and trouble and lack of transportation I incurred! It doesn't make sense to me or the other 1000s of people ACE has screwed along the way! It is about time the key people are made aware of what truly goes on with this company! I'd like to get [redacted] or [redacted]'s on my side to see what they would think of this very misfortunate event and treatment. A truly disgusted, fed up, dissatisfied and disheartened customer, [redacted]    Regards,
[redacted]

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

We are aware of this issue and are working with the location to ensure that all refunds are issued ASAP.  We apologize for this issue and will continue to work on this issue until it is resolved.

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 have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We are again sorry to hear that the customer is not happy.  However, as we have stated the customer agreed to the optional coverage and provided his initials prior to leaving the location in the rental vehicle.  I have attached a copy of the agreement signed by the customer with the optional items he choose to take. 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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is exactly what I'm talking about. I reviewed the terms of cancellation prior to searching for a vehicle which states 48hr notice. I attached a phote of the online policy, which is what I agreed to. So I still am saying they slide in the terms after you give your credit card number because this is not the terms online.Never again will I rent through ACE so attempting to credit my next rental is rediculous. ACE claims I rented this at a discounted rate/site and I went through the ACE Rent A Car website. Absolutly absurd.
Regards,
[redacted]

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 Services
ACE Rent A Car

As we have discussed with the customer, all booking sites allow you to change the time.  Their reservation was for 12 Noon and as we state in the policy, we will hold vehicles for 4 hours if we have flight information.  They arrived late at night and the location offered them a car and the...

insurance.  The customer declined this and then went to another company and rented a car and took their insurance.  The customer was advised no refund would be given.  She then threatened to contact a lawyer.  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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm completely dissatisfied with the response of the business. Upon arrival to the location, I removed two suite cases from the trunk of the vehicle. We did a walk through with the Ace representative at which time I removed a laptop bag from the vehicle, and just before getting on a shuttle bus I looked through the driver's side window into the vehicle to see if any items were left behind. Not at any point did I search the vehicle trying to find anything as business responded in their statement. If fact, I want to see the video where they are claiming "That would lead us to believe whatever the customer was looking for was not in the vehicle upon his arrival to our location."
Regards,
[redacted]

We are again sorry to hear that Mr. [redacted] is not happy with our response.  However, as you can see from the attached he did initial to accept these charges prior to being given the keys to the vehicle.  If the customer did not want these charges he had the chance to say no.  He instead checked yes on the customer facing signature pad (not done by the agent) and provided his initials. Sincerely, Jason E[redacted]Director of Customer Experience