Ace Rent-A-Car

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

The customer booked the "Special" reservation type This type of booking clearly states on all sites "Compact or larger - Vehicle determined upon pick-up" We make no guarantees that it will be a car As with all rental companies, the location will offer the vehicle type that they have the most of sitting on the lot or have the least number of reservations for In this case the location had passenger vans sitting and they provided this vehicle for the "Compact or larger" reservation that had been booked We apologize that the customer was upset with the locations choice of vehicle and that is why they did offer a smaller vehicle for an upgraded cost The customer did choose to upgrade, signed for the upgrade and had no further complaints or issues with the rental As the customer was given a larger vehicle as described in during the reservation process and then made the decision to accept and sign for the upgraded cost I see no reason as to why a refund is due Sincerely, Jason [redacted] Director of Support Services ACE Rent A Car Reservation INC

Good Afternoon...Our concerns to this review are the following We have no reservation under this person's name for this location This person also just submitted a complaint for an issue that was to have occurred in

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 The story of the truck is absolute nonsenseAn earlier version had it as a gas-guzzler that I refusedWhich truck-gas guzzler was it---a Ford 150, a GM Silverado, a Dodge Ram, a Hummer? I am sure the companies would like to know that ACE thinks their vehicles are all gas-guzzlersI'd also like to know who would choose a tinny- [redacted] Versa over one of those decent trucks; that is, if one were offeredMy invoice mentions only one vehicle, the VersaThe space reserved for what was to be replaced has been left blank because there was no replacement, no upgradeThere never was any mention of oneI drove off with what I was expecting, the dealer's choice, a small carThe truck gas-guzzler story is a complete fiction invented to cover up a fraudulent charge made by the agentWhy is ACE trying to pretend their agent made such an offer? Are they desperate to save $70? Or is this type of fraudulent charge endemic to ACE's operation? Perhaps their business needs state or federal investigation to see if more customers have been bilked in similar ways Regards, [redacted] ***

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 hoursIf 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 numbers that did not reach a person Therefore, the location had no knowledge of the delay caused by the airlineWhile 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 dueSincerely, [redacted] Director of Support Services