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 belowThis 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 nextBottomline: 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,
*** ***

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
Refunding for one day when there was less than minutes between check in and out and I wasnt given a properly inspected product is hardly taking responsibilityThey even made money with me as I paid for liability insurance
Regards,
*** ***

We are sorry to hear of this complaint. We never want a customer to be surprised by our policies which is why we display them on all booking sites (including Expedia). I have attached a opy of our policies from Expedia for your review. We apologize if you found these policies
unclear

We are sorry that the customer was unable to see the policies stated on Orbitz website at the time of booking I have attached the policies they display and offer to all customers

Standard procedure for damage vehicles were followed by the return agentClaim report was done to protect the customer for damages they not responsible for.If there is a prior claim reported customer will not be responsible for the damagesRegarding dispute customer was never or has been charge
for the damages

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,
*** ***

Good Afternoon - We again apologize that Mrs*** and her party had an issue up on their arrival As we have explained the location did everything in their power to assist the customers as they arrived throughout the day However, we do clearly state the following policy on all booking sites..."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."There was reservation for *** to pick up a car on 6/at AM (which occurred and is attached) and reservations (attached) booked under the name *** *** for arrival on 6/30/at AM As we have explained the location did try to assist as many customers as possible as they arrived and while still following the companies policies However, by not having the correct name and arrival time entered with the reservations at the time of booking, made it impossible for the location to know the time who the customer was and when they were to actually be arriving As far as the location was concerned they had rentals all going out on the 30th at AM When these customers (*** ***) failed to all show up they assisted additional customers with vehicles after the hour window had expired.Sincerely,Jason ***Director of Support ServicesACE Rent A Car

Good Evening...Upon 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 Ace Customer,Agents at the counter do not have the authority to "comp fuel" We offer different coverage packages at the time of rental.On your contract you accepted the $per day coverage at the time of rental.Ace has now closed this file and no refund will be given. Thank you, Ace Customer Care

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 know who I spoke and unless she was lying her name was AmyI called and spoke with her and she told me that it was the corporate office and that the corporate is a call centerPlease don't lie here with the Revdex.com with this lie that you guys provide great service! I rarely complain but you guys really provided a horrible experience for meYour response still never addressed any of my concernsI'm going to keep rejecting your response until they are addressedThat is how horrible my experience has been with your company in which I had never heard of and I know I should have at least for the negative taste I'm sure your company leaves in every customers mouthI never complain but this company really needs to understand that the customer is what makes or breaks youYou all need trainingGiving me alternative facts for real on this here site
Regards,
*** ***

As we explained earlier, this location uses customer facing signature pads Each additional item is brought up on the screen for the customer to accept the charge or decline In addition each item is then initialed by the customer prior to any charges being issued to their card Therefore, it would be impossible for the customer to not know of the charges unless they did not read the screen by to placing their initials on each item I have attached a copy of the rental agreement in which you can see each item the customer signed off on. 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
This complaint was against ACE and the business provided a screenshot from *** website; a different companyThis complaint response did not include the justification for the experience in taking back the rental car times along with the excessive toll fees. I am requesting my full refund
Regards,
*** ***

Dear Ace Customer,Thank you for taking the time to write about your recent rental experience at Tampa Int'l Airport.We value your comments and I want you to know that this feedback helps us improve our operations
All customers are informed and offered a prepaid toll pass
On policy sheet it states information about afmin fee if we receive tolls in mail
Customers who decline prepaid tolls are informed to set gps to avoid tolls
All roads are clearly marked before entering onto those highwsys
All rental car conpanies charge admin fees for unpaidsCustomer can locate that infrmarion online anywhere from $- $per toll violation recived.We understand that our success depends on providing excellent customer service and we are very sorry we did not accomplish that this time.
Respectfully,

Tell uWednesday, October 7, 2015To Whom it may concern:Thank you for taking the time to reach out to us about thecustomers concerns and issues that they state took place during theirrental experience at Calgary Int'l Airport.We value yourcustomers
comments and concerns and know that this type of feedbackhelps us improve our daily operations.We have have exchanged several emails and phone calls concerningthis customers issueWe can assure you that at no point during thisprocess was anyone from this group treated any different or withracist or rude commentsOur location treats each and every customer the same but doesrequest proof of full coverage insurancePlease see our “RenterQualifications” below:Qualifications-A valid drivers license and a major credit card in the renter's ownname must be presented at time of pick up.Drivers-Renter must present valid pieces of identification atpickup.Insurance-Renter must provide documentary proof of third party collisioncoverage valid in Canada at pickupCoverage purchased from a thirdparty is an agreement between the renter and the third partyRentersshall assume all financial liability upon return of the vehicle, andmust seek reimbursement from the third partyIf renter is unable toprovide this Documentary proof, renter must purchase our CDW as aMandatory requirementAll reservations were for a set time of 10:a.mon 06/30/The location tried to their best to get these units early (with nopromise or guarantee) for the customers but due to high demand allrentals were outAs for the locations shuttle service and location hours these areall posted and given to the customer at the time of bookingThisinformation was provided and explained to the customer up front.Ace Rent A Car is not responsible for fees due to the customersarriving early or not having the proper information to qualify torentThis is the reason the customer had added cost that they hadto coverWe understand that our success depends on providingexcellent customer service and we are very sorry that this customerfeels that we did not accomplish that during their rentalprocess.Respectfully,Christina *** *Customer Care SpecialistACE Rent A Car, IncWest 96thStreetIndianapolis, IN 46268Office: 877-822-Ext ***

We are sorry to learn of this customers issue However, on the rental agreement signed by the customer (and attached) we do state, "A $fee will be issued per Bank Dispute or Toll Violation received." This location also has signs hanging in the office to advise customers of the toll
roads Each agent is also required to offer the Toll Pass product to every customer. Sincerely, Jason

This customer rented from 11/24/to 12/01/and the location received several toll road violation charges. As documented in the attachment...At the time of rental the customer signs for and initials that, "A $fee will be issued per Bank Dispute or Toll Violation. Pre-Purchased Toll
Plans (PASS@$) can not be used for Express Lanes a penalty charge of $25/day will be charged it brought back early or late. No break on weekly rates Initial X_____.". As you can see the customer provided his initials and signed the contract. Therefore, no refund will be issued

Unreal horror of an experienceTheir systems were down for over an hourStaff was rude and unapologetic, as if the ten people in the hot store caused their system issueThey also don't clarify where they are located when booking or the additional requirements outside a standard companyThey were literally reviewing everyone's insurance policy to hold the line up even moreplease stay away from Ace rent-a-car unless you want a nightmare to become reality

This customer failed to read the local renter policy however a full refund was issued for the $he prepaid

***,Your feedback is extremely important to us and we will be sharing your feedback with the locations management.We have attached a copy of the signed rental agreement agreement for you to review.As you did return the car early the location did waive the $Early Return Fee that you will see
listed on your signed rental agreement.However you did go past the 24hrs and were charged for the three hours extra. There for when returning early you do not get the free miles for that day.Ace Rent A Car does decline the request for these amount to be refunded and has closed the file.Thank you again for your feedbackWe appreciate you and hope to see you again soon. Sincerely,Ace Rent A Car, Customer Care

Dear Ace Customer,Thank you for taking the time to write about your recent rental experience at Tampa Int'l Airport.We value your comments and I want you to know that this feedback helps us improve our operations
All customers are informed and offered a prepaid toll passOn policy sheet it states
information about afmin fee if we receive tolls in mail
Customers who decline prepaid tolls are informed to set gps to avoid tolls
All roads are clearly marked before entering onto those highwsys
All rental car conpanies charge admin fees for unpaidsCustomer can locate that infrmarion online anywhere from $- $per toll violation recived.We understand that our success depends on providing excellent customer service and we are very sorry we did not accomplish that this time.
Respectfully,