Ace Rent-A-Car

"Or Similar" is what was given to the customer. No refund is due as a like vehicle was provided

Hello, Attached you will find a copy of your signed rental agreement.This agreement clearly states a break down of your charges as you signed for them.Once coverage and items are added to the contract they may only be removed by returning to the rental location during the rental to sign a new
contract.Your rental would have been covered if something would have happened during your rental as your contract did show coverage accepted.If no coverage was needed you would have had to show proof of coverage prior to renting. Please see terms below.No refund will be issued for the signed items on contract and Ace Rent A Car has now closed this file. Renter QualificationAll Renters MUST have a VALID Driver's LicenseNo Learner Permits, Occupational or Probationary Licenses are allowedNo DWI Violations in the past three years.The State of Florida requires that all drivers carry proof of insurance with them at all timesINTERNATIONAL DRIVER must have a valid drivers license from the country of residence with no restrictions, major credit card in the Renter's Name must be presented at the time of rental along with proof of full coverage insuranceProof of FULL INSURANCE COVERAGE that will transfer to the Rental Unit MUST be provided at the time of rentalOtherwise Renter MUST purchase Collision Coverage and Supplemental Liability Insurance at the time of RentalIt 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 reservationLate Arrival ACE Rent A Car will provide a vehicle at the same rate for customers arriving past their scheduled arrival time if the customer had prepaid their reservation or in cases where the customer provided ACE Rent A Car with their arriving airline and flight numberIf ACE Rent A Car is not provided with the arriving flight information or you did not prepay your reservation and the same vehicle size you reserved is no longer available the location may add a daily LATE ARRIVAL feeThis fee will be based on the location's availability and the location will work with all customers to ensure that the late fee is a reasonable daily chargeTo avoid this charge, we do ask all customers to contact the location as soon as possible after learning of a possible late arrivalAny adjustments or changes to the reservation may result in a change of rental rate

Rented a car for three weeks Had to turn to days early due to a family emergency Was charged $a day for early return My fault for not reading the paper work What I don't understand is why the company has to charge for the early return because you have already paid for the whole time

We are once again sorry to hear of this customers experience ACE strives to provide the highest level of service and we are sorry if this location/agent failed to provide that We are not sure who "Amy" is as we have no Amy at the corporate office It is possible that the customer spoke to an Amy at the location but she had not reached out to corporate All agents advise that the deposit must be kept so the charge for keeping the vehicle extra will be charged We are sorry if the customer did not hear this or if it was unclear.Sincerely, Jason E***Director of Customer Experience

I am not sure what else we can say to this issue Mr*** booked the "Dealer's Choice" which clearly says "Supplier choice compact or larger" When Mr*** did not want the first vehicle type offered he was then required to upgrade to a different vehicle We have provided a copy of the contract he signed agreeing to the charges. Sincerely, Jason E***Director of Customer Experience

ACE Tampa Intl ACE is just a reservation company The physical car lot is U-Serve operated by *** *** *** *** is a crook Her employees play bait and switch games Mine was when there was only one car left and they tried to charge me mileage even though it was not a part of my reservation or contract After reading my contract and not finding the mileage charge the guy at the counter tried to convince me that the mileage charge only shows up after check-in I rent cars a lot, and this is absolutely false
*** *** would not take my call or help in any way - even after ACE reservation company got involved Her employee told me I could either accept the mileage charges, or go back to the airport and go home!
This was my second and last bad experience with ACE Tampa Intl (U-Serve) Do not use this location

Thank
you for taking the time to reach out to us about your
reservation at Orlando Int'l Airport.Due
to this location being over booked we are willing to refund the cost
difference that you had to pay with another Car Rental Company.What
we are asking Customers
to do is book a rental with a different Car
Rental Company. We are willing to pay the cost difference for
a Midsize car only. We will not cover any added products that was
added at the time of rental. I have included a list of the
items I need in order to issue the cost difference.Please
send me the following Information so I can issue you a refund:A
copy of the "Final Rental
Invoice" from the Rental Car
Company that you choose to rent with. Please make sure to
include your confirmation number of *** along with a "Mailing Address"
to send the refund to.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. Respectfully,

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 majority of my money back, but the agent just said initial times, which is not an acceptable explanationNor did he ask for my personal insurance card.
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 business is not taking on the responsibility of the wrong doingThis is the same thing when banks charges overdraft fees per each itemWe are all agree that was wrong doing and unethicalI guess the best for me is forward all the information to a national press and let the public determind how ACE Rent a car operates it's business is right or wrong$in toll fee resulting an $service charge by ACE Rent a Car, how could they say they did nothing wrongAlso I understood I initialed, but they never recommanded me any service to avoid the pernaltiesJust for that, I believe ACE Rent a Car intentionally omited this information to it's customers so they can rip them off once they return carTherefore I'm not satisfiied with their response
Regards,
*** ***

As we advised the customer in a previous conversation "Proof" of full coverage is mandatory at this location The customer could not provide proof of coverage so they did accept and sign for the added coverage The customer only ask for a refund upon return We advised the customer
if he would still like to dispute the charge he would need to reach out to their credit card and open up a dispute

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
The business did not respond to the way in which it was communicated that my reservation was cancelled From the time that I contacted the office to be picked up from the airport until the shuttle arrived minutes later a customer service representative had the opportunity to inform me that my reservation was cancelled This did not happen When the driver arrived no communication was made that I would be taken to a different rental car company This was only conveyed after minutes of driving to the new destination At no time was there any mention of any price difference Ace rental placed me in a situation where they dropped me off at an unknown destination to receive a rental car at a price that was not agreed upon If they felt they held no obligation to honor the rental because of time difference this should have been conveyed by phone when I called the company for pick up This would have given me many more opportunities to acquire a rental car on my own since all the companies pick up at the air port I was placed in a situation that then necessitated the purchase of the car at the new place No other options were offered I could have picked up the car the next day when cars may have been available None of this could be conveyed to the hostile manager that the other car company called when trying to clarify the issue
I personally would not have made a complaint to the Revdex.com about the cancelling of the reservation had it been conveyed to me in a professional manner However, the situation described above is not acceptable business practice The manager of the branch on that night should be held accountable
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 did not fail to bring the car backAs I stated I called in prior to the the date it was due and extended me vehicle for the price the lady gave me over the phoneAnd my card was charged that amountAt the end Ace Rent Car decided to charge me an extra $for the car without my permissionThat is fraud! And also, I stated that your employee's customer service was horribleNo one cares about that?
Regards,
*** ***

Revdex.com:
I 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 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,
*** ***

Good EveningUpon the arrival to the location Mrs*** was offered a Passenger Van We admit that this is not the vehicle type reserved but at the time of her arrival this was the only vehicle type we had left to rent We had offered for her to take the Passenger
van and then return the next day Mrs*** decided to not rent and the amount she had paid at our counter was refunded in full.Mrs*** continued to engage in conversations with the ACE Rent A Car Customer Care Team Then on June 23rd, our Director of Support Services Jason sent Mrs*** the following email*** - Good Afternoon...I wanted to follon my original email in regards to your rental experience in Orlando.I understand that you paid and then decided to not rent the vehicle I have confirmed that the full refund was issued However, I would like to know if you decided to rent with another rental company?If you did in fact rent with another company please provide me with a copy of your final receipt so that I may review it for any possible reimbursement.Thank you, Jason E*** | Director of Support Services
We would be more than happy to refund any amount Mrs*** paid with another rental car company if she was required to pay more then the amount we had quoted her However, we have yet to receive a receipt from Mrs*** We therefore have considered the matter closed until such receipt is received
Thank you,
ACE Rent A Car Customer Care

Dear ***, Thank you for taking the time to write about your recent rental experience at Southwest Florida Int'l AirportAll cost are shown and provided at the time of rental We have reported your issue to the location managerWe 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. Respectfully,Customer Care Specialist ACE Rent A Car, IncWest 96th Street Indianapolis, IN Office: 877-822-

Good Afternoon -
The customer was not charged after the rental had been completed The customer was charge $on June 3rd when he called the location directly to extend the rental The customer was then charged $when he called to extend the rental on June 7th Again, we do apologize for any inconvenience but the location must take additional funds when the customer break the terms of the reservation and keeps the vehicle.
As the customer did not return the vehicle as booked he complaint is against the owner of the vehicle and the company with whom he signed a rental contract and not ACE Rent A Car (reservation provider) As stated previously no charges were placed onto the customers card after the rental All additional charges were processed at the time of the extensions and with the customers approval If the customer did not agree with these charges he would have been required to return the vehicle
Sincerely,
Jason E***
Director of Support Services
ACE Rent A Car

When the customer booked his reservation he booked the "Dealers Choice" as stated on-line this is a discounted rate but the vehicle type is chosen by the location Upon the customers arrival the agent explained what vehicle they were going to give him but also offered a different type of vehicle for a small fee The customer choose the smaller vehicle with the upgrade fee. I have provided a copy of the open rental agreement in which the customer initialed and agreed to the upgrade charge prior to leaving the location in the rental vehicle. Sincerely, Jason E***Director of Customer Experience

I had a horrible experience with Ace When I picked up the vehicle, the man helping me told me I had to purchase the Partial Damage Waiver for $11.99/day (for a total of $83.93) I was told this was a deposit and would be refunded to me as long as I turned in the vehicle undamaged (which I did and Ace confirmed) However, upon returning the vehicle the person now helping me said I was not owed any refund of deposit and the Partial Damage Waiver was just additional insurance I never would have bought this since I have additional insurance from my Amex Platinum I only purchased it because the front desk person told me I was required to do so and that I would get it back I have also filed a dispute with American Express and they are investigating the issue I should be due a refund for this amount due to information and coercive selling practices!

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,
*** *** This could have been a bad situation if I was on a road and I did not have cell phones I have been renting car at other places and they all had spare tires I will never die business with ace again and luckily a person was niceTo help us and they never heard of a car not having a jack or spare tirer