Ace Rent-A-Car

Thank you for taking the time to write about your recent rental experience at Fort Lauderdale 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. We have attached all documention as to the damage claim. All information has also been sent to the Customers Insurance Adjuster as well. [redacted] , who handles Ace FLL claims, advised us that the it was not just a flat tire but a blow out which caused damage to the rim and vehicle.Customer contacted claims department and asked them to send file(pictures and documentation)to her insurance adjuster on 1/7/16.Respectfully,Christina [redacted] | Customer Care Specialist

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.If vehicles from this location couldn't leave the state, why were we offered a pick-up truck? I paid over $300 to rent an SUV for 5 days, a very expensive rental already. I was given a pick-up that run us over $300 in gas for a weekend, and which ruined our trip. This company is run out of a dirty trailer in a remote parking lot with dirty cars. It's embarrassing that CarRentals, Expedia, Kayak and other reputable companies even do business with this company. ACE RENT A CAR is a scam, and they need to be exposed. Regards, [redacted]

We have responded to this customer several times Our response in regards to her newest claim was "I have revisited the documentation and events of this incidentYour complaint to ACE was that upon arrival you were offered a passenger van or a large SUV for an additional upgrade cost I can state that the location did mess up in not simply giving you the SUV for free however, they did offer you a van at no additional costOn our call yesterday, you claimed that you would have taken the van and been happy with it but that they took the keys from you I can find no evidence that supports this claim The system shows they opened the rental contract and charged your Amex $ The location then noted your contract that you did not leave with the vehicle and a full refund was issuedWhile we again do apologize for any inconvenience I cannot see how you are due an additional refundI have also supplied this information to the Revdex.com in response to your complaint and I have supplied you with their response in closing the complaint." The customer is still unhappy and we are sorry to hear this However, the location did not process a rental contract, charge her $and the take the keys away from her The customer decided not to rent with us and took a taxi service As a vehicle was offered but not accepted no refund is due to the customer We again consider this matter closed and will have no further comment Sincerely, Jason E [redacted] Director of Support Services

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] .Piat: Charlottetown Airport in Canada Drop-off at: Charlottetown Airport Selected car class: XXAR (Toyota Yaris 5door or similar) Pidate/time: Jul 12:Drop-off date/time: Aug 17:00Yes, it is a issue not yet resolved, this is why I am raising a complaint, 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 appear below.Ms [redacted] your response was unsatisfactory in numerous ways: You failed to acknowledge that your company rented out vehicles in bad conditionThe 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 You obviously do not care about the personal safety of your customersThe tire could have blown out on a highway when I was changing lanesI and my passenger would have been seriously hurtThe 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 tiresBut not a single person from your company showed any care or concern You sent me a disproportionate bill of over $for a blown out tireI can only attribute such behavior to preying on vulnerable tourists After receiving your harsh letter, I called your customer serviceThe first person I talked to rudely told me to “do whatever you want” and hung up on meIs this the right way to treat your customer? [redacted] [redacted] Instead of gathering facts from local persons who have direct access to the car, you quote from [redacted] which is located in TexasThe only "facts" they know are the ones you fed them, and they were not true statements of the actual condition of the car After the blow out, I stopped the car immediatelyThere 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 Your assessment of the car's condition lists damages to doors, quarter and rocker panels, rear bumper, and manual entryNone of which exists or is caused by the blow outThe picture shows that this damage does not exist The fact that you included the bumper and the door in the assessment is most revealing and attests to your dishonestyI discovered two scratches during checkoutOne on the rear bumper and one on a doorI 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 themThey were preexisting damages that were noted on the form at the checkout Please do realize that repeatedly producing the same documents does not make them the truth Please do realize that the long term success of your company relies on honestyIt 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 themIt is obvious that you have already built up a quite a bad reputation for yourselfIt is not too late to mend your ways and rebuild your reputation for long term success Regards, [redacted] **

If I could give Ace Car Rental ZERO stars, I would. I booked a rental care with Budget -just as I finished Ace popped up with the same care for less money. I took the bait! We were vacationing in Las Vegas and had show tickets for the evening we arrived. After 45 minutes (to 1 hour) and two shuttles we were finally at the rental center. We waited in line for over 2 hours to get up to the counter. After filling out all the paperwork and going out to pick up our car - we were told there WERE NO CARS LEFT. We were offered a van -which we didn't feel safe driving. So we then had to wait for a car to come in and be cleaned. We finally got to our hotel that night -but we missed our show! DON'T RENT FROM ACE!

DON'T USE HORRIBLE!
We booked a flight to Atlanta that landed at 10: We made it through Hartselle and went to get our car We went to the tram and outside of the wall listing all car rentals ACE was not listed We looked at the receipt from Expedia and it said look for the shuttle bus So we walked around and could not find a shuttle busI called the number at the bottom of the receipt and the RUDEST lady (if I can call her that) answered the phone She said "WE CLOSE AT 11, WERE CLOSED!" I said it's not and were just waiting for the tram to pick up the car She very curtly and loudly stated "WERE CLOSED" and hung up the phone
Standing there dumbfounded we decided to take the tram because we needed a car Of course once we got there, less than two minutes later, we saw the ACE desk This lady was lazy she could not wait for us to get there As we walked around trying to figure out where to rent we talked to one rental agency who told us to please send a complaint, they are terrible and tired of hearing it from their customers
In this process I also called the number I got the not so great agent at home She told me that if I had booked through them and not Expedia I would never of had this problem That was shocking because if it was not for Expedia I am pretty sure no one would hear of ACE and she would not have a job As she kept talking, over me, I grew more and more frustrated I just simply said I would put it over the internet how bad ACE was so that others could be aware She let me know "that would not solve anything" and there was nothing she could do, they were closed (at 10:55)
Eventually we rented from National rent a car, They were professional and polite I am writing this to ACE so they can work on the policies, customer service and all around business They never should have allowed a reservation to be taken when a plane came in so close to their closing time If it does happen than their agents should wait as other car rentals do They also should not insult Expedia as that is where they get their business! ACE also did not cancel our reservation Their agent showed no interest what so ever! When we called Expedia they did that for us and luckily we did or we would have been charged All and all, ACE deserves to be dropped from Expedia and should be out of business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Jason is once again lyingHis company outsourced this rental and thus, when it came time to amend the contracts based on our flight times THEY instructed me to deal with the local ACE location directlyI called in and provided the time changes both to ACE and to Discount (and did this via email as well to confirm as the customer service had already been quite poor so I sent in our requests to verify each reservation and time held, the spelling and the likeJason did a poor job "investigating" this situation as well, basically taking no actions until he heard from the locationHe gave hem a deadline, they ignored it, and now he is saying ops, no, you hadreservations for 10am which is 100% untrueIf they were all at 10am why did we get cars all day from noon-8:30pm and why did we get one the next day for *** *** at 2pm? The only reason we didn't get the last rentals for *** and *** was because the location closed to shuttle pickups and assisting our team at 9pm after *** & *** rental (*** and *** where there when *** called in and the agents told *** to talk to "Tina" for a ride because they couldn't pick her up even though it was 9pm, before their closing time of 11pm, and before *** and ***'s rental time of 10:30pmIf Jason had actually investigated with Discount he would have seen *** and *** had cars reserved for 10:30pm but instead of finding records and contracts from Discount, he just fell back on "oh I didn't hear back from Pruneet so I'm not doing anything further and going to blame it on the customer"
Regards,
*** ***

Dear Ace Customer, Thank you for taking the time to write about your recent rental experience at FtLauderdale Int'l Airport.This seems to be a damage claim and we do not handle these for any of the Ace Locations.FtLauderdale is a private owed location and has a third party do all damage claims
You will need to reach out to the location or have your insurance company do so on your behalf.Location Contact Info: 1-954-332-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 we did not accomplish that this time Thank you,Ace Customer Care Specialist

We are aware of this issue and a team is working to ensure it is resolved today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was charged for days before I even left the with the rentalWhen I called to ask about extending the reservation hrs I was told it would only be $additionalSo why was I charged for additional hours rental plus $additional for the late return? (There was a $hold which I only recieved $back)
I signed the receipt and left because I was tired of going in circles with the staff about this very reason and I wanted my deposit backRegards,
*** ***

We apologize for any inconvenience Mrs*** experienced upon her arrival Our records show that upon arrival to our location Mrs*** wished to receive a larger vehicle She agreed and signed for a $per day upgrade and was offered a Chrysler However, she then
asked for and received a slightly larger vehicle the Ford Mustang
I have attached to my reply a copy of the rental agreement which shows the $per day upgrade charge, the total rental amount of $and the signature of the customer agreeing to the terms and the charges
Sincerely,
*** ***
Customer Care Manager
ACE Rent A Car, Inc

Good Morning, Ace stands firm on our response and no refund will be issued per the terms that can be found on our website. Thank you,Ace Customer Care

ACE Rent A Car has addressed each item in this complaint and offered an apology We will have no further comment on this issue and consider it closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

The refund was issued on 12/under transaction ID ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Jason is once again lyingHis company outsourced this rental and thus, when it came time to amend the contracts based on our flight times THEY instructed me to deal with the local ACE location directlyI called in and provided the time changes both to ACE and to Discount (and did this via email as well to confirm as the customer service had already been quite poor so I sent in our requests to verify each reservation and time held, the spelling and the likeJason did a poor job "investigating" this situation as well, basically taking no actions until he heard from the locationHe gave hem a deadline, they ignored it, and now he is saying ops, no, you hadreservations for 10am which is 100% untrueIf they were all at 10am why did we get cars all day from noon-8:30pm and why did we get one the next day for *** *** at 2pm? The only reason we didn't get the last rentals for *** and *** was because the location closed to shuttle pickups and assisting our team at 9pm after *** & *** rental (*** and *** where there when *** called in and the agents told *** to talk to "Tina" for a ride because they couldn't pick her up even though it was 9pm, before their closing time of 11pm, and before *** and ***'s rental time of 10:30pmIf Jason had actually investigated with Discount he would have seen *** and *** had cars reserved for 10:30pm but instead of finding records and contracts from Discount, he just fell back on "oh I didn't hear back from Pruneet so I'm not doing anything further and going to blame it on the customer"
Regards,
*** ***

Good Afternoon - We are sorry to hear that this customer had an issue with their rental The location and the Corporate Customer Care Team have had multiple conversations with this customer. The issue is that upon the return of the vehicle a scratch was noted on the vehicle and
the customer was charged a fee to repair the damage The customer had signed upon leaving with the vehicle that no damage or scratches existed on the vehicle and that they would be responsible for any damage We are therefore, unable to assist further as the location followed the terms of the agreement and charged for the damage when it was pointed out to the customer upon the return of the vehicle. Sincerely,ACE Rent A Car

With regret we were never contacted by the customer here at the corporate office While the customer did book a fully prepaid non-refundable reservation we understand issues can occur and we are happy to issue a refund. Sincerely, Jason E***Director of Customer Experience