Ace 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.Clearly, after waiting twenty minutes for someone to find me a car, I should have examined the contact instead of taking the service repsword for it Even so, I reserved a car for ~$a day for what turned out to be hours I did not get the car I reserved and it cost me ~$ Does that sound like a legitimate business practice to you?
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
Regards,
*** ***
I've tried contacting the Jacksonville office and they tell me I need to contact the home office

On 12/we advised the customer that we needed a mailing address to mail her a check. As we informed the customer, we only hold the card information for a period of time for their security. The customer booked on CarRentals.com which charges the card at the time of reservation and they
make this very clear on their website. The customer did not provide us with a mailing address but instead called her bank to file a chargeback. Since a chargeback has been filed we cannot issue a refund until the bank has made a decision on if the customer should get their money back or not

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
*** *** first called on July 15thMade a verbal offer and sent the email message belowI responded exactly as he requested before 1:PM on the same dayHis second email (the one he attached) is receive on July 22ndEven though I explained him twice that there are two different confirmation numbers, he insisted on cancelling my friend *** *** confirmation number and he never contacted himI still would like ACE Rent-A-Car to honor the offer on their websiteKeep their promiseHave good customer serviceNot being able to reach anyone since my response on July 15th 12:PM is not acceptable and ethical
Regards,
*** ***
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Date: Tue, Jul 11:27:-To: ***@hotmail.comCC: [email protected]: ***@acerentacar.comSubject: ACE Rent A Car - Rental Offer Mr*** -
Thank you for taking the time to discuss your reservation with me. As you know a mistake was made when the rates were manually entered into the system. No car rental company would offer the rental of a vehicle for only $per week. However, mistakes can happen and we do our best to work with any customer that may be impacted when they do.
What we offer is the following (as discussed)1) I will cancel the pre-paid reservation *** and refund the $previously collected today2) We will honor the first days (first contract) of reservation *** beginning on Monday, 7/at AM at the mistaken rate of $per week. After days the vehicle must be returned for inspection. The contract will be closed and a new contract opened at the current available rate for another days if needed3) You must meet all of the required rental/renter policies prior to the rental beginning. This includes but is not limited to, the name on reservation *** must match the name on the driver's license. The name and address on the driver's license must match the name and address on the utility bill provided. Proof of full coverage insurance on the renter's own vehicle must be provided at the time of the rental.
We thank you in advance for allowing us to work with you on this clear mistake. To accept the above offer simply reply to this email by PM today and I will ensure the refund is issued and the reservations are updatedSincerely,
*** *** | Director of Support ServicesACE Rent A Car, IncWest 96th Street, Indianapolis, IN 46268Office: 317-777-7680***@acerentacar.com
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Date: Tue, Jul 11:00:-0400To: ***@hotmail.comCC: [email protected]: ***@acerentacar.comSubject: ACE Rent A Car - Rental Offer Mr*** -
As you know a mistake was made when the rates were manually entered into the system. No car rental company would offer the rental of a vehicle for only $per week. However, mistakes can happen and we do our best to work with any customer that may be impacted when they do.
What we offer is the following (as discussed)1) I have canceled the pre-paid reservation *** and refunded the $previously collected2) We will honor the first days (first contract) of reservation *** beginning on Monday, 7/21 through Wednesday, 7/23 at AM at the mistaken rate of $per week. After days the vehicle must be returned for inspection. The contract will be closed and a new contract opened at the current available rate for another days if needed3) You must meet all of the required rental/renter policies prior to the rental beginning. This includes but is not limited to, the name on reservation *** must match the name on the driver's license. The name and address on the driver's license must match the name and address on the utility bill provided. Proof of full coverage insurance on the renter's own vehicle must be provided at the time of the rental.
We thank you in advance for allowing us to work with you on this clear mistake.
Sincerely,
*** *** | Director of Support ServicesACE Rent A Car, IncWest 96th Street, Indianapolis, IN 46268Office: 317-777-7680***@acerentacar.com

*** *** - 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 it.Our sincerest apologies Thank you for reaching out so that we could address this issue.Jason ***Director of Support ServicesACE Rent A Car

Dear Mr*** - I am sorry to hear that you had an unpleasant experience with your recent rental in Orlando We were unaware of any issue until we received this notice from the Revdex.com Now that we are aware of the issue I am more then able and willing to assist you I
do show that the vehicle was scheduled to be returned by 5:AM on the 4th and you did not return it until 6:AM This location does not use grace periods so any time a customer is late in returning the vehicle their system does add the additional day to the charges. However, we understand that things happen and perhaps you were stuck in traffic In any case I have adjusted the charges so that you were only charged for the days in which you had the vehicle Therefore, a refund in the amount of $35.60. I have asked the location to check the status of the inspection sticker and I am awaiting their response We do in any case apologize for any inconvenience this possible tag issue may have caused. With this refund being issued you were only charged for the rental of the days in which you were driving the vehicle Total rental price of $104.56. Sincerely, Jason E***Director of Customer Experience

Good Afternoon. On Orbitz, we do state the information regarding the rental deposit as well as the daily charge for using a debit card I have attached a copy of your final receipt that shows you were charged days at $per day and hours at $ This matches the timeframe
in which you had the vehicle You were also charged $for the fuel charge As you mentioned you did not bring the vehicle back full Therefore, your total charges equaled $and that is all you were charged. Sincerely, Jason E***Director of Customer Experience

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.What my complaint is regarding predominantly is your service as a company! The lady at the desk was very rude and nasty upon every contactI called an hour before my pick up time to see if I could get the vehicle earlyShe told me, that my standard sized vehicle wouldn't be available until my scheduled pick up which was fine but I go to pick up the car on which it took a whole hour to getThe whole time the lady very slowly and leisurely helped people, one including me, within that hour and one person didn't even rent a vehicleBut I paid for a standard vehicle and was provided an economy Kia Forte which was quite dirty by the way! I was running late for my next destination so I had to go but that's not what I reserved or technically was waiting for on my reservationIf that was the case why couldn't I have came in earlier?? I mean that was her reasoning about this.The other issue mentioned before but yet not addressed is that I ended up having to keep the rental for an additional dayI spoke with a man from the company that evening to advise of my family emergencyBut it took me to check my account the following day to find that an additional $was taken from my accountWhy would that not be advised to me???? Okay, even further than that, you all had already taken $as a holdAt the time I spoke with Amy in your call center "corporate " office had told me my bill was $at that timeSo why would you draft an additional $50? Even the ending balance of $was under the $holdIs this a practice of you guys charging up on people's accounts and not authorizing this with them or at least giving them notification?When I tried to simply inquire about this, your representative hung up on me several timesI wasn't rude nor disrespectful but I definitely had questionsI asked for a manager and she said she was oneI asked for corporate and she continued to hang up on me and with continued calls started to place me on an elongated holdsI located your corporate office number via google to obtain better understanding This is just poor customer serviceI called Orbitz because your company was their third party vendor and the young lady called to speak with the lady there with your company and they said she was very rude to them as well and they have filed a complaint now on your company because they seen how nasty she was...Because she isIt's not like I'm hard up for money but I feel a certain type of way about giving my hard earned money away to a company or people that treat their customers like your company has treated meThis is a very horrendous company and word of mouth can break a company! Your name is Ace but this company truly is a joke! This was really a horrible experience I'm a supervisor at a very prestigious companyThis behavior and this customer service is horribleI'm perplexed how you are in business
Regard
*** ***

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.Refund still not received
Regards,
*** ***

We are sorry to hear that this customer is unhappy regarding the toll charges but as you can see via the attached copy of their rental agreement We do state on the rental agreement, "A $fee will be issued per Bank Dispute or Toll Violation." This is in bold lettering near the bottom
of the contract and prior to the customers signature

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
*** *** ***, 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 *** | Customer Care Specialist

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.This response is not acceptable for the following reasons: 1) The violation which I received was not a toll infraction. I have asked Ace to e-mail a copy of the signed agreement and as of this writing I have still not received the copy. 2) The original $parking violation fee was paid twice by me. I paid the $via a personal check and then Ace charged me another $as they also paid this same violation, therefore I paid $+ $= $for a $violation. At a minimum, I require my $to be reimbursed. 3) I have called and left messages for "Patrick" several times without a reply. I was told by Ace to resolve this issue with Patrick but if he doesn't answer the phone or return my calls I am struggling what to do next.Bottomline: I require my $back that was pulled from my credit card by Ace even though I had previously paid this fee with a personal check. I also require a copy of my rental agreement so I can confirm the applicability of the $handling fee. I can be reached at: *** and at *** ***
Regards,
*** ***

At no point have we not returned the Renters phone calls or emails. Please see below the last email sent to the Customer with our offer
We have made the following offer to the Customer
Mr. *** -
As you know a mistake was made when the
rates were manually entered into the systemNo car rental company would offer the rental of a vehicle for only $per weekHowever, mistakes can happen and we do our best to work with any customer that may be impacted when they do
What we offer is the following (as discussed)
1) I have canceled the pre-paid reservation *** and refunded the $previously collected
2) We will honor the first days (first contract) of reservation *** beginning on Monday, 7/through Wednesday, 7/at AM at the mistaken rate of $per weekAfter days the vehicle must be returned for inspectionThe contract will be closed and a new contract opened at the current available rate for another days if needed
3) You must meet all of the required rental/renter policies prior to the rental beginningThis includes but is not limited to, the name on reservation *** must match the name on the driver's licenseThe name and address on the driver's license must match the name and address on the utility bill providedProof of full coverage insurance on the renter's own vehicle must be provided at the time of the rental
We thank you in advance for allowing us to work with you on this clear mistake
Sincerely,
*** *** | Director of Support ServicesACE Rent A Car, Inc
West 96th Street, Indianapolis, IN 46268Office: 317-777-7680***@acerentacar.com

Good Afternoon -
We are sorry to hear that the customer feels we failed to advise them of the Toll issue and that they wish to dispute the charge The customer has also stated several times that they wish to file a lawsuit over this issue However, as you can see attached
at the time of rental that customer signed the locations TOLL POLICY that states
"I understand ACE Rent-A-Car CHARGES AN ADMINISTRATIVE FEE OF $IF I FAIL TO PAY ANY TICKETS OR PROCEED THROUGH TOLLS AND DID NOT PAY I KNOWINGLY UNDERSTAND THAT I WAS OFFERED A PREPAID TOLL OPTION AT $PER DAY AT THE TIME OF RENTAL PICK UP Many of the Florida toll road systems will automatically read the vehicle's license plate if the vehicle passes through a toll lane without paying the toll with either cash or a compatible toll transponder There is no device inside the car that needs to be used If you don't want to purchase prepaid tolls you must pay all tills with cash (if cash option is available) or with your own toll transponder compatible to the toll road."
We believe that by signing the above statement the customer was properly informed of the toll roads, possible options and the $fee if the toll system was violated
Regards,
Jason ***
Director of Support Services
ACE 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
I reserved a car in February, I was renting in AprilUpon a arrival, there were no vehicles left to rentThey offered me a passenger vanI took itThey charged my cardAs they gave me the keys, they took them back from me to give to the previous customer,s whose passenger van would not start! My credit card was charged and a hold of $was placed on my cardI asked that I be refunded that night and Henry said it was! I had to call my credit card and tell them what happened and to release the holdI had to speak to a supervisor the next day for her to refund my money because Henry never "closed out my account," although he claimed he didI was stranded at the ACE rent a car by myself with two small children and had to find other means of transportation to my hotel,
I would like the $it cost me to get to and from my hotel, credited to my account due to the absolute worst experience with ACE RENT A CAR and their headquarters
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 belowWhen renting the car from Ace I came in really late and exhausted from the flightThe CSR asked me if I will like regular coverage which he advised if a accident I will only have coverage on the vehicle I stated yes and signedI should have read more but I was extremely tiredI assumed that they would do what's right and not try and rip off their customersThey need to do what's right and reimburse me for what was promised to me by only having coverage on their vehicleI want them to only charge me for what was told whether or not I signed for a different coverage
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
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 *** *** *** or *** ***'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, *** ***
Regards,
*** ***

We apologize that the customer feels that the charges were not fully explained The customer did sign for the itemized items as they were added to the contract ACE Rent A Car cannot continue to spend time on this issue when the customer had signed the contract accepting the charges

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,
*** ***

To assist this customer further I have attached a copy of her rental agreement that shows all of the charges You will see that the debit cars fee of $10.00/day is listed as well as the gallons of fuel Also attached are the screenshots from Orbitz You will see that she agreed to the terms and I also attached them They clearly state that a $deposit will be charged, a $debit card fee will be charged and that the vehicle must be returned at the same level it went out with. This should be enough information to show that we provided the customer with all of the information needed She however, did not see this information or it was misunderstood. Sincerely, Jason E***Director of Customer Experience