Ace Rent-A-Car

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

Dear ***, Thank you for taking the time to write about your recent rental experience at Jacksonville Int'l AirportPlease reach out to the location and they can provide you with the details on charges and also send you an updated invoiceJacksonville Int'l Airport Airport Road Jacksonville, FL USA Location: 904-999- We value your comments and I want you to know that this feedback helps us improve our operationsWe understand that our success depends on providing excellent customer service and we are very sorry wedid not accomplish that this time Respectfully, AceRent A Car Customer Care Specialist

I felt like a victim of a criminal wrong doing after going to this placeThis place should be under investigationWith no question there is a method of deceiving action taking place that is not underlined until going to the establishment to rent a carPlease read the reviews on this locationI don't know anyone that wrote a review but if you read them they all say the same thingJust for the [redacted] of it, try and rent a car from this company at the Orlando locationAs the investigator you will be filing a formal complaint and doing what hundred if not thousands of people are saying about the experience at this location There are no refunds so when you book for whatever price it is and arrive you will be paying much more in hidden fees that are not disclosed unless calling the vendor directlyThis is extremely bad business practicesI am almost positive if I would of video taped the experience I would not be writing this but have called the police and filed a police report

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]

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 takeSincerely, Jason E [redacted] Director of Customer Experience

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 priceWhile 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 $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 chargeSincerely, Jason E [redacted] Director of Customer ExperienceACE Rent A Car

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

As we have discussed with the customer, all booking sites allow you to change the time Their reservation was for Noon and as we state in the policy, we will hold vehicles for 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 the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

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

[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 $going back to your Visa like it should have The locations corrected this issues and refunded the $back to your card You should see this refund within the next to business days, if you don't already see itOur sincerest apologies Thank you for reaching out so that we could address this issueJason [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 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 aboutI reviewed the terms of cancellation prior to searching for a vehicle which states 48hr noticeI attached a phote of the online policy, which is what I agreed toSo 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 rediculousACE claims I rented this at a discounted rate/site and I went through the ACE Rent A Car websiteAbsolutly absurd 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.They took the passenger van away from me because the people they rented before me, their van wouldn't start so they took mine away and gave it to themI had nothing! I'm not sure what you don't understandI WANTED THE VAN but they took it back from me to give to the people who's van before me would not START! Regards, [redacted]

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

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 rentalSincerely, Jason E [redacted] Director of Support ServicesACE 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 Regards, [redacted]

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 fee After speaking with the location manager he decided to offer the Customer the one time fee of $ Per the renters contract they should have been charged the Toll Fee and an $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