Ace Rent-A-Car

Revdex.com:
I was refunded all but the actual charges, but still feel they were not explained well at all
have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

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.I understand the requirement of having proof of insurance. When I spoke with Ace Rent A Car on 2/23, I indicated to them that I DID have insurance. NEVER ONCE during that conversation did she indicate to me that if I didn't show proof of insurance to her that I would be charged $a day. Further, she said "I think you will need this coverage". After that, she gave me a total amount and asked me to sign. When we returned the car and disputed the charges on 3/4, the wouldn't accept any proof of our insurance and kept saying "Your contract has ended". When I called after we returned home, the manager kept saying "If you would have called us during the rental period and sent us your proof of insurance, we could have helped." That doesn't help when you tell the customer that AFTER the end of the contract. Everything with this company is hidden. As a customer, I never wanted insurance nor was I told what would happen if I didn't provide proof of our insurance. This company should be shut down based on the unethical way they treat customers and REFUSE to help them or refund them for charges/items they don't want.
Regards,
*** ***

The customer had made a reservation for our Clearwater location As the customer stated she booked via Travelocity.com I have attached the policies we clearly state on this website and you will see the customer was informed of the mileage restriction. Sincerely, Jason
E***Director of Customer Experience

When the customer arrived at the location Mr*** *** initialed that he wished to purchase Full Collision Damage Waiver (CDW) and the Supplemental Liability Insurance (SLI). The customer then signed the contract accepting the charges. A copy of the signed contract has been attached to this response as well as emailed to the customers mother for her review and closer of this issue. No refund will be issued as the customer elected to accept these additional charges and signed for themSincerely,
*** ***
Director of Support Services

We value your comments and I want you
to know that this feedback helps us improve our operations.We have reached out to the customer by phone to resolve this
issueCustomer has file a chargeback for the cost of the one day
rental $Once a chargeback has been opened by the customer
we
can only deal with the credit card companyWe will provide the
credit card company with a copy of the signed rental agreementThis
will show that the customer did sign and agree to the terms and
conditions of the rental contractCustomer was charged $for the one day rentalOnce the
rental is taken off the lot the customer is charged for that dayWe understand that our success depends on providing excellent
customer service and we are very sorry we did not accomplish that
this time. Respectfully, Christina
G*** | Customer Care Specialist

We are sorry to hear that this customer is still not happy However, the $deposit policy is stated on Priceline.com (see attached) Prior to the customer signing the contract, the agent explained the charges and fees The customer initialed, signed and agreed to all of the charges The customer was informed about the $deposit and that it would be refunded (as it was) when he returned the vehicle The customer took the Toll Pass and CDW and further agreed to those charges There will be no additional refund issued
Sincerely,
Jason
Director of Customer Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this (Full Refund of $105.73) resolution would be satisfactory to me. I have provided the reservation information, the email correspondence with
CarRentals.com telling me they will contact ACE, and my proof of renting from another place because ACE would not give me the car I reserved
Regards,
*** ***

This was by far the worst experience ever!!! I had a reservation to pick up a vehicle at noon...and called them directly to inform them that I will be in around o'clock instead They were fine with that I ended up getting there earlier than o'clock...went inside and they said that there was a problem with my debit cardI told the gentleman behind the counter that I will return in a few hours to go to the bank and he said okay I proceeded to go to my bank to straighten things out and returned a few hours later Upon my return there was a line and only one person behind the counter I finally was next in line...gave him my name and he said my reservation was cancelled Unbelievable!!!! I had no ride - I had been dropped off and was livid-the gentleman behind the counter informed me that they had no car available Very shoddy operation and is so typical of the cheap prices You definitely get what you pay for I would NEVER use this company ever again!!! I walked down Cypress Ave.and walked into *** I told my story and they were unbelievable....not only did they get me in a car because of my horrific experience but were beyond friendly and accommodating! I would highly recommend them in a heartbeat! ACE SUCKS!!!!!! THEY ARE RUDE, AND UNPROFESSIONAL!!!! STAY AWAY!!!

We are sorry to hear of this customers experience The vehicles are to be checked by both the renter and the local office each time a vehicle goes out and is returned It appears that no damage to the vehicle was noted upon the customer leaving with the vehicle but that it was noticed
upon the vehicles return.The local office has advised that they have asked their claims department to close the file and not charge the customer for the damages as a matter of goodwill.Sincerely, Jason E***Director of Support ServicesACE Rent A Car

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
Regards,
*** *** ***

Good Afternoon -
The customer *** *** booked a reservation on 5/at 4:PM via the ACE Rent A Car website The reservation booked was for an Economy car to be pion 5/at PM and returned on 5/at PM As *** points out they called on
5/to extend the rental As the reservation with ACE Rent A Car was for the 18th through the 25th the customer is held to the terms of the rental agreement they signed with our affiliate Roam Rent A Car at the time the rental started.While we are sorry to hear that there was an issue The customer failed to return on the 25th therefore, the location does have the right to charge the customer additional fees/rates per the terms of their contract with the customer
This is therefore, not a complaint against ACE Rent A Car as we did uphold the terms of the reservation booked and the pricing for that time period
Sincerely,
Jason E***
ACE Rent A Car

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
I was given the deposit back, and all fees exceeding the amount I had noted on my priceline.com bookingThe other items were NOT explained to meI want that to be clear
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.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***

As we have explained to the customer...The RAVhas the dimensions of 184? L x 73? W x 67-68? H and the Renegade has the dimensions of 167? L x 74? W x 67? H. Both vehicles are declared as intermediate sized SUVs. No refund will be issued

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.First, to clarify I was only asking for a partial credit, not a refund, per se I did rent one of their vehicles And second, the fact that it has taken ACE three months to respond to my complaint without addressing the terms and conditions leading up to me having to rent a truck is par for the course Remember, I was asked to sign/initial a number of digital display screens that were later pulled into a printed document My mistake was not reviewing that document, which was trifolded, with the sales associate, and that was because I was the first in line of a van full of people who had been in line for quite some time Furthermore, when I returned the vehicle and asked to speak with a supervisor, there was none to be found To my knowledge, that remains the case to the present
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
They obviously do not understand how to read, as my compaint this whole time is how I SAID no, but they still added it to the screen that's nearly impossible to read Shady business practice Thank you for taking the time to hear my complaint
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.The location did not have an abundance of passenger vans in the parking lotYour business is running a classis bait and switchThe same scam was ran on of us in line to return our vehiclesMy next immediate problem is that my credit card was charged for $I am supposed to be receiving a $refundHowever, this is not showing anywhereIt is impossible to get anyone from your sham of a business to call back
Regards,
*** ***

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***Director of Support ServicesACE Rent A Car

We are again sorry to hear that this customer is upset However, as you can see by the attached rental contract the customer did sign for and accept the upgrade fee This was done prior to the customer providing his form of payment and leaving with the vehicle The customer was able to not accept this charge