Ace Rent A Car

RE: Incident dated Thursday, September 14, 2023; Involving Ace Car Rental off-grounds @Newark Airport location.

Priceline Itinerary for Newark, NJ Trip Number: [protected]

On 9/10/2023, I booked a rental via Priceline, and insurance for a 4 day visit to New Jersey; Reservation Confirmation: and was assigned to

ACE Car Rental, Newark Liberty International Airport (ERW),

408 Carnegie Avenue,

Newark, New Jersey 07114

Telephone # [protected]

ACE Confirmation Number - XXXXXXXXXXX

On 9/14/2023, I flew from Orlando, FL, departing at 6:00 am, and arrived at approximately 8:41 am at Newark Liberty International Airport (ERW) via Jet Blue Airways (Confirmation Number: HQYEYJ), Ticket Number: [protected]. I had also purchased Car Rental Insurance thru Priceline with Travel insurance, Policy Number - PLIUS17360859867.

Unknowingly, I sought out the location of ACE CAR RENTAL, and was directed by numerous individuals who smirked (some laughed) as this company name was mentioned. Me, an senior citizen directed to walk a long distance down and down the escalator, across a extremely heavily trafficked road that I crossed (carrying my luggage) to marker 15 (to await a bus). Told to get off at destination, then take the escalator upstairs to a Tram. I was directed to get onto the Tram which stopped at stop # P4, and then went downstairs to a bench that was the pick up location for ACE CAR RENTAL.

Well, I sat on this on this bench (in the cold morning air) for at least 25 long minutes. During this time I attempted to call ACE CAR RENTAL, no answer. I also called Priceline, the Representative confirmed my reservation, he attempted to call ACE CAR RENTAL, and informed me that they were not picking up. They finally pick up another young lady and myself. We were both amazed as to the distant location and obstacles that we were exposed to to rent a car.

When we got to the location, ACE CAR RENTAL was in this raggedy worn down building that had numerous signs stating what they were not responsible for and video recording taking place. There were disgruntled customers who approached us with warnings citing numerous problems.

Inside, there was approximately 7 or 8 Representatives behind a single long counter. I saw a young lady who greeted me a pleasant hello, and asked how was my trip. I pleasantly informed her that I was surprised how far we travelled and she proceed to get me checked in. In the meantime, the young lady who road in the van with me was approached by a older man, who was later identified as Shaun, told that he was the Team Lead? While I was getting checked in the young female interrupted us angrily two-three times asking my Representative to assist her stating that Shaun. Was rude, argumentative, unprofessional, and disrespectful. I suggested that Shaun could finish my transaction, and the young female could assist this other woman. My Representative was clearly afraid to get involved.

I feet never moved from my location (where I was working with my customer service rep, the woman customer came over to where I was transacting business, and this crazy Shaun followed her on the other side of the counter interrupting our transaction continuing his loud and abusive behaviors towards the female customer who was clearly upset and crying. I have worked in Management as a professional for over 35 years intervened calmly in attempt to deescalate to mass confusion that had erupted said to Shaun. That he was “out of control”, “Not Listening and being rude and disrespectful to a customer”. He responded to me to “Mind my business”. The woman was extremely distraught thanked me, and just walked out.

I suggested to Shaun. That he take his next pay check and buy some manners & professionalism on “how to treat customers. Shaun. Responded to me that if I did not like it, “I could leave”. I told him that was “fine”, asked for paperwork showing reimbursement of my money; and was given a paper entitled:

DRIVO LLC Reservation Summary showing the physical address as:

EWR, 410 Route 1 and 9 South,

Newark, NJ 07114,

phone #: [protected] (different form one provided by Priceline) in the amount of $147.42, stamped CANCELLED. I had notified and cancelled all companies involved.

My bill totaled $217.80, charged to my Discover Card #XXXXXXXXXXXXXXX, including the insurance on the car.

In closing, I am Retired Senior Citizen who enjoys travel and has an expectation of Customer Service. I travel to New Jersey 6times plus each year. I rented from Enterprise who provided excellent Customer Service. It with insurance cost me $313.10 with insurance.

I am (begging all parties involved) Priceline, Newark Airport, & BBB to please reconsider who you do business with. ACE CAR RENTAL lost a lot of business that morning. The same person even almost lost a third Rental Sale while I was there. ABUSIVE TALK & BEHAVIOR IS NEVER ACCEPTABLE. Every customer that is mistreated at that location is left stranded in a remote unsafe location to fend for themself. It is extremely dangerous location. Even the Hampton Inn (next door) has structured security on its premises. Not many other options and limited sidewalks to walk on. ACE never offered even to transport their throw-away customers back to the the Airport, instead, chose to endanger our safety and well-being by just not caring..

Respectfully,

Gwendolyn Butler