Ace Rent-A-Car

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

Good Afternoon - Upon this customers arrival they were not simply denied the rental The rental was not taken by the customer as they refused the mileage restriction for local customers Our policy clearly states the following for local renters "Florida residents will receive free miles per day or free miles per week with $(cents) per mile for each additional mile on all rentalsThere are no unlimited mileage rentals for Florida residentsVehicles may not leave the state of FloridaLocal renters/Florida residents must show proof of transferable auto liability and physical damage insurance coverageProof should include the name and address of the insurer and the policy numberWe can elect not to rent to you if you do not present the required proof of insurance coverage or your insurance does not transferFlorida resident may not rent on a debit card basis (major credit card only).Florida residents may not rent on a cash basis (major credit card only)Florida resident credit card deposit is a minimum of $plus the amount of rentalAny vehicle driven out of the state of Florida will be charged $(cents) for every mile driven, no free milesFlorida residents must have a verifiable home phone number -landline not a cell phone listed in their name or present a current utility bill no more than days old both of which must be listed in their name." The customer is correct that they did not have a landline phone but they could have used a utility bill However, the customer could not offer a utility bill at the time of rental This along with the customer refusing the mileage restriction is what prevented the rental from proceeding We did offer and continue to offer that the customer use these non-refundable prepaid funds within the next year at any ACE Rent A Car location Sincerely, [redacted] Customer Care Manager

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

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 Airport RoadJacksonville, FL USA Location 904-999-Please feel free to advise them that you have spoke with Ace Customer Care and we advised that you speak to their location managerThank you,

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 resolutionWe 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 NEVER SAID I CHARGED AFTER THE RENTALAGAIN 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 EXTENSIONTHE RESPONSE YOU GAVE WAS A LIEI WAS NEVER CHARGED ON 06/03/FOR $THE $WAS CHARGED ON 06/07/WHEN I CALLED IN THE LAST TIME TO EXTEND THE RENTALACE RENTAL CAR THE DECIDED OUT OF NO WHERE TO CHARGE ME AN ADDITIONAL $ ON 06/09/ I NEVER CALLED IN 06/09/MY LAST CALL WAS 06/07/CHECK THE ATTACHMENT, AND STOP LYING! IS THIS HOW YOU BASE YOU COMPANY? OFF OF LIES AND DISRESPECT? Regards, [redacted]

As we have advised we issued a refund for the 3rd day's charges which came to $ We do apologize for any misunderstanding but we cannot refund the $for the upgrade to the convertible as the customer signed and agreed to the upgrade charge prior to leaving the locationI 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 refundSincerely, Jason E [redacted] Director of Customer Experience

Good Afternoon - The customer booked a reservation that was supposed to have a total rental price of $ However, as you can see by the attached the customer signed for and agreed to an upgrade and extra car protection that made the entire cost raise to $ The agent took a total of $which provided a little extra for the deposit instead of charging the customer a $deposit on top of the $ When the customer returned they issued a refund for the extra $so the customer only paid $which was the rental total they agreed toSincerely, Jason [redacted] Director of Support Services

We have several contact points with this customer The customer booked confirmation [redacted] with Cheaptickets.com for a price of $for the rental (base rate and taxes) on 1/24/ The customer provided this website with a Mastercard for the $authorization processed by this website The customer then called on 2/12/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 $ The customer provided her Mastercard and the $was charged to this cardThe customer then added an additional driver upon her arrival at $per day equal to $(plus taxes) and a refueling charge for gallons of fuel for a total of $(plus taxes) These additional charges brought the total rental to $once the required taxes and additional charges were added to the $base rateI have attached a copy of the closed rental agreement outlining these chargesAs for the dirty vehicle we do apologize for any inconvenience which is why we offered a refund of up to $for her to wash the vehicle as well as offering a 10% discount on her next rentalJason 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 screenshots that are all from the same screen and prior to you reserving the vehicle which would process the paymentI 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 amountI have issued the refund of $and you should see this refund processed to your account within 3-business days depending on your banking institutionSincerely, 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.My booking was made thought CarRental.com, not directly with ACE.Only after being left on the street at 1AM and having to walk to the next rental place that I had to pay $more then the rate I originally booked the car online for.And only after doing further research did I find these absurd regulations for this individual rental location, I never in my life almost years of driving and renting around the world ever heard of such an rule till that night at 1AM.Yes the Authorized amount of $was never charged, but due to this whole saga is why I am out of pocket additional $not to mention the time wasted and aggravation that late at night.So to clear up your response you 1, Never read my compliant thoroughly.2, If you did you will see I never knew about the regalation for renting from a Florida car rental and living in Florida that they will not rent to me, as the resavation was done online thought Kayak / CarRental.com not directly on ACS`s webiste.3, I never would of made my resavation with this company, and would not of been out of pocket additional $knowing this rediculas regaltion that only those location over the whole USA have (knoing this only after doing more research online about your company`s policies.4, You may franchise your company being it still carries your name you need to take responsibility for there wrong doing and set things right.5, This type of conduct can cause a class action law suit (just like it was when drivers under were unable to rent (solution was to charge underage fee) But refusing to rent to a Resident in the state that you operate I`m sure that`s somthing to start with, and neither of us want that.Regards, [redacted]

Good Morning - Our location manager and Vice President of Operations personally reviewed the video surveillance of the customer returning the vehicle They confirmed that the renter himself kept searching the vehicle as if looking for something but never removed anything else from the vehicle That would lead us to believe whatever the customer was looking for was not in the vehicle upon his arrival to our location No ACE Rent A Car employee removed personal items belonging to this customer from this vehicle Sincerely, [redacted] Customer Care Manager

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 $and they also selected SLI (liability insurance) for $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 dueSincerely, [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 didn't have a choice but to rent the convertible as no compact cars were available to meWhy aren't the expired tags being addressed? Regards, [redacted]

Tell uWednesday, October 7, 2015To Whom it may concern:Thank you for taking the time to reach out to us about thecustomers concerns and issues that they state took place during theirrental experience at Calgary Int'l Airport.We value yourcustomers comments and concerns and know that this type of feedbackhelps us improve our daily operations.We have have exchanged several emails and phone calls concerningthis customers issueWe can assure you that at no point during thisprocess was anyone from this group treated any different or withracist or rude commentsOur location treats each and every customer the same but doesrequest proof of full coverage insurancePlease see our “RenterQualifications” below:Qualifications-A valid drivers license and a major credit card in the renter's ownname must be presented at time of pick up.Drivers-Renter must present valid pieces of identification atpickup.Insurance-Renter must provide documentary proof of third party collisioncoverage valid in Canada at pickupCoverage purchased from a thirdparty is an agreement between the renter and the third partyRentersshall assume all financial liability upon return of the vehicle, andmust seek reimbursement from the third partyIf renter is unable toprovide this Documentary proof, renter must purchase our CDW as aMandatory requirementAll reservations were for a set time of 10:a.mon 06/30/The location tried to their best to get these units early (with nopromise or guarantee) for the customers but due to high demand allrentals were outAs for the locations shuttle service and location hours these areall posted and given to the customer at the time of bookingThisinformation was provided and explained to the customer up front.Ace Rent A Car is not responsible for fees due to the customersarriving early or not having the proper information to qualify torentThis is the reason the customer had added cost that they hadto coverWe understand that our success depends on providingexcellent customer service and we are very sorry that this customerfeels that we did not accomplish that during their rentalprocess.Respectfully,Christina [redacted] *Customer Care SpecialistACE Rent A Car, IncWest 96thStreetIndianapolis, IN 46268Office: 877-822-Ext ***

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 officeSincerely, Jason

Good Morning - We have already responded to this customer on this issue Upon their arrival they completed a walk around with an employee and signed off on the condition of the vehicle prior to leaving with it Upon returning the vehicle additional damage was located and the customer was charged for the damage Sincerely, [redacted] Customer Care Manager

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/- Apparently someone on corporate's end, without any followup but a request for my confirmation number - refunded me the additional costs of the Mileage athat was such an ugly experience for meThat is all that I requestedI will express gratitude and appreciation for their effort to repair this experienceHowever, I highly advise that they not advertise rates like this without indicating clearly (it is not clear even on their own website which states miles - after much looking- AND NOT as I was told and was in turn charged based on 100) which continues to lack the integrity expected in a good businessThey can show me the policy when I walk in -but reservations are MADE for the sake of having a reservationNo confirmation email was sent to me - this policy was not on my documents - nor on my contract Regards, [redacted]

With regret we cannot locate a customer that picked up in Orlando on the 7th of September with the name of [redacted] *** However, to provide a little information to this customer Very few rental car companies provide a jack and spare tire within their rental cars The reason is that most of these items become stolen/missing very quickly and it is expensive to replace them That is why all rental car companies (including ACE Rent A Car) offer coverage options that would cover the repairs and or replacement is this level of coverage had been purchased at the time of rental 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 And my point being that the day shouldn't have been charged in the first place, considering the time when the vehicle was actually driven off the lot and the return time was essentially the sameThe extra day would've been refunded regardless of the other issues which were acknowledged, but not addressed Regards, [redacted]