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 repat 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 Repcontact 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 find that this resolution would be satisfactory to me 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 feel that a charge of $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]

If the customer had simply read the policies stated online they would have know that we don't allow vehicles to leave the state However, they made the exception in order to assist this customer by letting a vehicle leave the state We apologize if the customer is upset but had he at least read the policies perhaps this issue would not have come upSincerely,Jason E [redacted] Director of Customer Experience

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 belowThe facts are we were fully prepared to rent and had all IDS and insurance neededThe location closed at 9:30pm when our final reservations were made for 10:30pm and the location had hours until 11pm as confirmed numerous times during the reservations processThere was no reason we should have been treated as we were treated, left without cars, and arbitrarily discriminated againstTelling 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 disgraceAce didn't even inform us they were outsourcing our rentalsThen they took months to 'investigate' and when the location's GM Pruneet did not respond, said they would handle mattersThey handled it by lying and saying all our reservations were at 10amSeeing at other driviers picked up cars at their scheduled times of noon, 2pm, 4pm, 7pm and more this is patently falseAce has been trying to cover up mistakes with zero acknowledgement of their shortcomings, their lack of communication, and failing to reimburse any of the $our team had to spend on hotles, gas, and a last minute rental from Avis and from EnterpriseWe missed vehicles and have now lost players from our team because Ace and Discount failed us Regards, [redacted]

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 belowRevdex.com: I made the reservation myself and put it on my credit card, no insurance was selected; we have our own car and liability insurance These additional charges was added by your agency and a different credit card charged for itYou can just offer a rental car for $and then turn around and charge $ I had rental car before and always paid the amount I was told from the beginning I agreed to pay the amount showed in my reservation and that's all I should be reliable for The $charged to my son's credit car needs to be credited and my credit card should be charge the original amountRegards, [redacted] Regards, [redacted]

Good Afternoon - While we do offer reservations in which the one-day deposit paid at the time of reservation can be refunded as long as the reservation is cancelled outside of hours We also offer fully pre-paid reservations that are clearly marked that they are non-refundable The customer must agree to the terms prior to clicking confirm reservation and their card being charged I have attached a copy of the page in which Nichole agreed to the following terms..."I have read and understand the terms of this reservation This is a discounted, prepaid reservation A non-refundable payment of USD will be collected at this time, which is the estimated total price for this rental, not including extras like supplemental coverage If I do not complete the rental, I will forfeit the payment with no further obligations There are no fees for changing this reservation prior to the scheduled pitime." We would be more than willing to provide the customer with the ability to use these funds toward a future rental We will provide the customer an email with those rebooking instructions as well as a copy of the attached document Sincerely, [redacted] Director of Support Services

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 passenger van due to the low availability of vehicles If the customer did not want to 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 bookingSincerely, Jason [redacted] Director of Support ServicesACE Rent A Car

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

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 businessI already took other steps into this matterI currently am working with an investigator to handle this matterI will also be pressing charges against this company for fraudulent activityStealing peoples money is a federal offense and I hope they lose their business licenseNothing 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 practicesThat's what happens when you deal with people that are below garbage levelStay away from this place, you will all thank me later

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

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 contracti have no copy of this despite keeping everything I was given in person and on linei absolutely was not aware that I could not pay any toll in cashyou did not inform me sufficientlythe signature means nothingi have referred to multiple similar situations leading to class action lawsuitsa $fee is obscene and a rip off of the publicRegards, [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 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***, CEO, Kevin S***, President, Charlie M***, 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 areIt 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 ASAPBy me renting a car through another rental company would have cost ACE a lot more than the $I am seeking for taxi reimbursement because I was stranded at your companyIn 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 treatmentA truly disgusted, fed up, dissatisfied and disheartened customer, [redacted] Regards, [redacted]

We are sorry that they have chosen to reject the claim but we simply cannot issue any refund of take this matter further until the customers banking institution has decided how they would like to process the customers dispute of the charges Sincerely, Jason E [redacted] Director of Support Services ACE Rent A Car

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 to Sincerely, Jason [redacted] Director of Support Services

Good Afternoon - We have had several emails with this customer and we apologize that the customer is still unhappy We first heard of an issue on 12/23/ On 1/4/we responded to the customer to let them know that the location had advised that they had issued a credit in the amount of $back to the customers card and a receipt was attached On 1/27/the customer sent in and email to state that he had received no reply from us We replied that same day and advised that a refund would not be issued for the $charged by ACE as the customer had already filed a chargeback with his banking institution.On 1/28/the customer stated that he would cancel the dispute if we would issue a refund However, as the customer booked a fully prepaid noon-refundable reservation no refund would be issued but that we would allow him to use those funds toward a future rental at any ACE location within the next yearAs the customer has a dispute open over the nonrefundable prepaid amount that he agreed to at the time of booking we will not issue a refund or offer the voucher for future use until the credit card company makes their decision on what they want to do with the funds Sincerely, Jason E [redacted] Director of Support Services ACE Rent A Car

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

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

Good Morning - The customer was advised that daily rental periods are even hours As the customer was late returning the vehicle this put his total charges into a 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