Ace Rent-A-Car

We have responded to this customer several times.  Our response in regards to her newest claim was...
 
"I have revisited the documentation and events of this incident.
Your complaint to ACE was that upon arrival you were offered a passenger van or a large SUV for an additional upgrade cost.  I can state that the location did mess up in not simply giving you the SUV for free however, they did offer you a van at no additional cost.
On our call yesterday, you claimed that you would have taken the van and been happy with it but that they took the keys from you.  I can find no evidence that supports this claim.  The system shows they opened the rental contract and charged your Amex $323.53.  The location then noted your contract that you did not leave with the vehicle and a full refund was issued.
While we again do apologize for any inconvenience I cannot see how you are due an additional refund.
I have also supplied this information to the Revdex.com in response to your complaint and I have supplied you with their response in closing the complaint."
 The customer is still unhappy and we are sorry to hear this.  However, the location did not process a rental contract, charge her $323.53 and the take the keys away from her.  The customer decided not to rent with us and took a taxi service.  As a vehicle was offered but not accepted no refund is due to the customer.
 
We again consider this matter closed and will have no further comment.
 
Sincerely,
 
Jason E[redacted]
Director of Support Services

We are sorry to hear that the customer was unhappy with the charges and service.  As you can see from the attached the customer did initial to purchase the Collision Damage Waiver and the additional driver.  Further, the customer booked on Travelocity's website and they do display our...

policies (also attached).  One page 1 bullet point 5 states, "Charges for refueling, additional drivers, etc. are not included in the total price." In addition, this location uses customer facing signature pads.  This means that during the checkout process there is a screen facing the customer that they are asked each of the option products and have the ability to accept or decline.  As they make their decision they then place their initial's with each item which is what prints on the rental agreement he then also signed at the bottom. Sincerely, Jason E[redacted]Director of Customer Experience

As we have advised we issued a refund for the 3rd day's charges which came to $35.60.  We do apologize for any misunderstanding but we cannot refund the $15.00 for the upgrade to the convertible as the customer signed and agreed to the upgrade charge prior to leaving the location. I have attached the open rental agreement in which you can see the customers initials where he agreed to the upgrade as well as the closed receipt showing the refund. Sincerely, Jason E[redacted]Director of Customer Experience

Mr. [redacted] - We once again do apologize for the expired tags.  The locations management has corrected the issue.  As explained earlier, a refund for the extra time has already been processed.   Sincerely, Jason E[redacted]Director of Customer Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I feel that a charge of $81 for returning a vehicle an hour late is outrageous.  At most, they should have charged me at the same rental rate I rented the car at.  Even that seems ridiculous for a hour.  Regards,[redacted]

Dear [redacted] - 
I'm sorry to hear that you had an...

unpleasant experience with your recent rental reservation in New York (JFK).
We do provide CarRentals.com with our policies and they do display them at several points on the website.  I have attached 4 screenshots that are all from the same screen and prior to you reserving the vehicle which would process the payment.
I do apologize that this information was not clear or was misunderstood at the time of booking.   I also understand mistakes happen, therefore I will be more than happy to authorize a one-time goodwill refund for the non-refundable pre-paid amount.
I have issued the refund of $111.20 and you should see this refund processed to your account within 3-5 business days depending on your banking institution.
Sincerely, 
 
Jason E[redacted]
Director of Support Services
ACE Rent A Car

As this customer wishes to proceed with legal representation, we will have no further comment until reached by her attorney. Sincerely, Jason E[redacted]Director of Customer Experience

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 $9.99 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

We are unable to locate a reservation for this customer.  Therefore, we are unable to confirm the damage charge.  As each location is independently owned and operated the customer would need to work directly with the management of the local office. Sincerely, Jason

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I'm still confused as to why I should pay full price for:a) not being given a rental price for a compact car which I reserved - it's not my fault you didn't have any available.B) an improperly inspected vehicle, which you confirmed - thats part of the service you provide.
Regards,
[redacted]

Good Afternoon -  The customer [redacted] booked a reservation on 5/18 at 4:50 PM via the ACE Rent A Car website.  The reservation booked was for an Economy car to be pick-up on 5/18 at 7 PM and returned on 5/25 at 7 PM.  As [redacted] points out they called on 5/27 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[redacted]ACE Rent A Car

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We are sorry to hear that this customer is still not happy.  However, the $300.00 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 $300.00 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, JasonDirector of Customer Experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The business is not going to provide me with my desired resolution. We will be sure to never rent from this company again and post as many reviews as possible.
Regards,
[redacted]

We are sorry to hear of this customers issue.  However, as we explained to the customer...When she advised she wanted to drop off the vehicle at another location she was advised that she could not do that as Ft. Myers was owned by another company.  She then later on in the rental period...

called to say she was dropping the vehicle off in Ft. Myers.  She was told on the phone that if she did she would be charged.  She made the decision to proceed with returning the vehicle to Ft. Myers and as we had informed her we charged her for doing so.She later on called the location yelling and using inappropriate language to demand a refund.  We told her that she should reach out to [redacted] who sent her to us as they are well aware that one-ways rentals are not allowed. Jason E[redacted]Director of Customer ExperienceACE Rent A Car

This customer is reporting $7,000 is loss from his bag.  Our location has turned this over to their attorney.

I felt like a victim of a criminal wrong doing after going to this place. This place should be under investigation. With no question there is a method of deceiving action taking place that is not underlined until going to the establishment to rent a car. Please read the reviews on this location. I don't know anyone that wrote a review but if you read them they all say the same thing. Just for the [redacted] of it, try and rent a car from this company at the Orlando location. As the investigator you will be filing a formal complaint and doing what hundred if not thousands of people are saying about the experience at this location.
There are no refunds so when you book for whatever price it is and arrive you will be paying much more in hidden fees that are not disclosed unless calling the vendor directly. This is extremely bad business practices. I am almost positive if I would of video taped the experience I would not be writing this but have called the police and filed a police report.

Good Afternoon - 
 
The customer is correct that upon their arrival we had run out of minivans.  The location did offer the customer 15 passenger van so that they would not be without a vehicle.  The customer did refuse this offer and instead filed a chargeback on...

the prepayment.  Their credit card company did not agree with the customer and issued a judgement in the favor of ACE since we did offer them a lightly larger vehicle that they refused.  We do apologize that we had run out of minivans. 
Sincerely,
Jason
Director of Customer Experience

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The advertisement on the website I bought from is quite clear; "A Toyota Rav4 or similar". The car offered to me, the jeep renegade, was not similar to the cars on the Ace or Travelocity websites, the Toyota Rav4 and the Nissan Rogue.  Those cars had cargo capacity of 38 and 32 square feet respectively, the jeep has 18 feet of cargo capacity.  Cargo space that is almost 50% less can not be called similar by definition.  Note that this is not a complaint about wanting extra leg room, or more head room, or other features that might make a car more or less comfortable than another.  It is about the ability to store luggage, an obvious "must have" for travelers.  The business owner justified their position with the total dimensions of the car, irrelevant for this purpose, and the fact that they call both cars "intermediate" sized SUV's.  What they label the car is not relevant as they are not similar.  But, for the record, as you can see from one of the attachments, Jeep calls the Renegade a sub-compact SUV. The attachment shows the cargo sizes of the cars, the website advertisements of both Ace and Travelocity, and the definitions of the cars as being different.  
Regards,
[redacted]