ACE Rent A Car

(866) 551-8267

Upon returning the vehicle, ACE tells us we'd have to pay $200 for the repair (actual costs for this repair varies between $50 - $150). A few days later we received an email from their Claims Representative **, with a $2,000 bill to cover the costs of, I assume, replacing the windshield. I called ** who tells me that that's just a formality and not to worry about it. That afternoon, our credit card was charged $200. Frustrated but helpless, we assumed the matter was now behind us. But alas, it was not. Today we received a follow-up from ** informing us that they want their $2,000.

I knew there would be more taxes/charges/fees but nowhere near what they hit me with at the counter, total ~$660 to take the car. Of that is a $300 deposit that was never mentioned anywhere beforehand, $55 to pay tolls by plate ID (which isn't a horrible idea) and $99 of their insurance that I'm pretty sure I was duped into believing was mandatory even after I gave them my personal auto insurance information. As dumbfounded as I was I had to pay it cause the location is isolated from any other rental companies and I was dropped off by shuttle. I'm shocked at their audacity to do business like this. I'm telling friends, family and anyone who will listen to stay away from this company.

Later when arrived at the hotel, we noticed a small dent on the driver-side like the car was hit by something or kicked by someone. The dent is less visible than the scratches on the other side and it cannot be seen when one stands close to the car and see from top-down. That was the time I realized why the car was parked so close to the other car on the left while there was plenty of space on the other side in the parking area—ACE doesn’t want me to see the dent.

A week later when returning the car, I told the attendant about the dent and scratches. He walked around, agreed with me that the dent was there and they didn’t mark that kind of scratches and the dent, so he marked “Full” (for gas tank) on the checkout slip, handed it back to me, and took the car key. We left. About a week later, I received an agreement via Expedia, which is exactly the same to the copy I got except that total charge has been changed from $401.55 to $601.55 without any reason. Then I checked my credit card and saw 3 charges from ACE: $401.55 on Nov 2, $146.56 on Nov 9, and $53.44 on Nov 10.

Two days later I got an email from Rockport Auto Claims saying that she was assigned to hand my claim with ACE and that she has also emailed some documents to my insurance. I wrote an email to customercare@acerentacar.com and **, cc’ed to the person who sent me the email. I told them what happened. In particular, I said that the small dent was there and Ace parking attendant agreed with me and didn’t mark the scratches and the dent when I returned car. About two weeks later, I got a bill of $5,887.97 from Rockport Auto Claims. This is my first time renting a car from ACE (and the last for sure) and the only bad experience I ever had with any car rentals. In fact, I believe that ACE Rent A Car has commit a fraud.

From the time we landed and got off plane hubby called and spoke to someone each time letting them know we are terminal A, It took a total of 5 phones calls and 45 mins later someone shows up. And it’s cold outside at this time. We get to the place and the guy talking about they don’t have a car for us because we are late. I said, "We landed at 3:30 and we were waiting outside from 4:12 -5:02." And he just looked nonchalantly as if they didn’t have anything to do with us being late. Granted my husband gave him his name and confirmation each call so they could pull up reservation. We had to make him process a cancellation because it said no refunds etc… Horrible service, basic cars, bad shuttle service. Just a zero all the way around. Save yourself the frustration. We went to Budget and was good.

At this time the representative, (manager, not sure of her title) told me I was not entitled to a rewrite, under the Priceline price. I asked her why, due to this being a different contract, and re-write, and she rudely stated that’s Not the price any longer. I explained to her, that I indeed only renting due to my mom being extremely sick, and the constant back, and forth to the hospital, the representative Kaja, told me it will be no problem, as long as I understood that it’s only one extension. She “TAWANDA”, then stated that’s wrong information, and charged my card over $75.00 for the day, and even a late charge, due to me returning a few hours late to re write.

I then made a new reservation, with Priceline to which I spoke to Winnie, on Friday evening about the charges from Tawanda, she explained she will take care of the late charges, and she comes in at 5 pm Saturday, and I can come do the rewrite with her Saturday. I arrived at 7 pm, Saturday evening to find out that Winnie called out sick, and I was left with new employees, that again called Tawanda for help. At this time, she explained that my charges will stay the same, late charges included. Because I did not want to engage in arguing back, and forth I did my new contract, and before leaving, I was told once again “It’s a new contract, I can get one time extension”.

On today Wednesday November 9th, at approximately 3:15 I called ace rental car for extension. The representative, male told me sure, & my charges was $78.59, I said ok. Shortly after, in background, a voice asks The representative a question, he tells me to hold, he then come back stating “his mistake my charge will be $358.00”. I said “excuse me”.? He then gives the phone to a woman, who does not identify herself, then tells me “the charge is $99.00 a day, that the new rate, and she had this conversation with me before”. I stated, I did another contract with Priceline, and she states it doesn't matter, and we discussed this. I then told her, it was explained I was entitled one extension, due to rewrite, and she stated “not at this rate “. I then asked her what was her name, and she said “TAWANDA”, That’s it, she then rudely stated I’m the only Tawanda Here!

In conclusion, let me be clear. This rental car location is the most unprofessional, establishment I’ve ever encountered. My cars have both been visibly damaged, the wait is outrageous, with the exception of Ms Kaja, the staff is unknowledgeable, and rude. I work from home from 9-6, and caring for my mom whom have cancer, and terminally ill. My time schedule is very condensed, so haven’t been able to purchase my new car. That’s the only reason for renting, and extending, due to a very unpredictable schedule.

This Employee Tawanda is unethical, unprofessional, irrational, and have zero customer service professionalism. She speaks to customers condescending, and rude. Not only am I a professional, retired law enforcement, and educated, I’m a human being; that when I spend my money at a establishment, I expect to be treated with respect. Whether that’s a $99.00 a day charge, or a Priceline $ 19.00 a day charge. I have spent several hundreds of dollars with this organization. Tawanda, and Her representation of this organization of a non listener, no empathy, or any customer relations skills, is appalling, and simply sad. I will return my vehicle today, and will Never rent from this organization again. This complaint is respectfully written,