Ace Rent A Car

To whom it may concern: 

I made the mistake of renting a car at Iversta, a company which is an ACE rent-a-car affiliate, in Toronto, Canada. If this company was not an ACE affiliate, i would have not used their services. Unfortunately, this car rental has been a nightmare costing me >$1000 for something that was advertised as a little over $200, as below:

On 1/30/23- i booked the car online via economy booking and paid $213.66. This was supposed to have included full insurance coverage, according to emails i received from economy booking. 

On 3/22/2023- i picked up the car from the Iversta. This was an extremely unpleasant experience. The rental company (Iversta) is located outside the airport and to get them to pick us up, we had to get an elevator up to a particular floor of the airport, then go over to the Viscount road section, take another elevator down, find a blue phone on the wall, call their number on the sign next to the phone and then get picked up. All of this with 4 large suitcases and an 80year-old mother in tow. Not an experience i would care to repeat. On picking up the car, I showed the presumed 'full coverage' proof email sent to me from economy booking and payments made. The Iversta staff told me there had been no payment and charged me $331.22 for the rental and full insurance coverage. Additionally, they informed me that they would not be present in the office when i had to drop off the call (6am on 3/31). I took pictures of where i was supposed to park the car and drop off the key.  3/27/23- doing the monthly bills, i looked at the accounts and noted that i had already been charged $213.66 back in January 2023 for the booking and full insurance for this car. I called the Iversta staff, who stated they didn't have any record or information of my prior payment and no knowledge of my having been charged before. A long conversation, which included a very defensive site manager, was unproductive and concluded with him telling me to pick it up with economy booking as they had nothing to do with it. Economy booking, by the way, has no phone number and did not respond to any emails i sent. I disputed the charge with my credit card and that is still ongoing.

On 3/31/23- I dropped off the car and the key at the sites designated by the Iversta. Car was in its original shape with a full gas tank (picked up 3/4 full). I took pictures of the car at the time of drop off and they show the car is intact. 3/31/23- Iversta (your company) called my temporary lodging in Toronto to ask for my email and cell # (which were on all the paperwork). When I called them, they told me that the car had been left with extensive damage to the front of it and that they needed to charge me more to fix the damage. Again i informed the defensive site manager that the car had been left by me at the designated parking area in its original intact shape and that i had photos to prove that. They stated they had photos as well. I requested to be sent the time-stamped photos of the car damage. I also informed them that (a) i was not responsible for any damage that would happen to the car between 6am when i dropped it off and 9 or 10 am or whenever the car was received by their front staff and (b) the car was covered by full insurance coverage (paid by myself) and as a result i saw no reason for additional charges. Needless to say, this was another fruitless and uninformative conversation with the site manager, who did not answer any of the points raised above, nor did he ever sent me the photo proofs of car damage, time-stamped while i was responsible for the car. All i have received is the notice from the credit card that another $518.22 were charged to my card, bringing the total charges for this trip to $1063.09 (american). The company is now sending me emails, asking me for more money?! This trip has been made a nightmare thanks to iversta; a car rental that was intended to cost