Cynthia R.

On December 23,2023, I arranged for an SUV rental through Expedia from ACE Rental Car Company. Upon arrival at the rental facility with my canine companion, I was greeted by an employee who provided an overview of the rental terms and conducted a damage inspection of the vehicle. At no point during this process was I informed of any restrictions regarding the transportation of pets, nor was this information apparent on the Expedia website.

Regrettably, upon returning the vehicle on December 28,2023, the inspection agent notified me of a $250 cleaning fee, in addition to a $50 tax, attributed to pet hair found in the back seat. Furthermore, I was informed for the first time that pets were prohibited in the rental cars. I expressed to the agent that this policy had not been communicated to me at the outset, and that I was unaware of any potential fees for vehicle cleanliness or odor related to animals.

Subsequently, I reached out to ACE Rental Car Company's customer service for clarification and was advised to lodge a formal grievance with their corporate office. I followed through with this advice on December 30,2023, and was assured a response within two business days. Despite multiple follow-up calls, my issue remains unresolved, and I have been directed repeatedly to the Chicago branch without being provided the necessary contact details for the manager.

The lack of resolution has been deeply disappointing, and to compound the issue, my requests for a detailed invoice outlining all charges associated with the rental have been met with incomplete responses, showing only the aggregate amount due without itemization.

I am seeking a prompt and equitable resolution to this matter, as well as a transparent breakdown of all fees incurred during my rental period.