Ace Rent A Car Logo
star star star_border star_border star_border
65 User Reviews
LAST UPDATED: August 1st, 2022
Robert Sorenson founded Ace Rent A Car in 1966. Sorenson initially owned two Indianapolis car washes. There he branched into his first car rental business, Airways Rent A Car, where he rented out cars to meet the needs of the surrounding neighborhoods. Over time, Airways Rent A Car expanded to multiple locations throughout Indiana and the Chicago area. Sorenson ultimately formed the Ace Rent A Car chain after breaking away from Airways and its affiliations. Today, Ace car rental is headquartered in Indianapolis with over 350 affiliated locations worldwide.

Top Ranked Companies

thumb_up

The Good

  • Competitive Prices
  • Locations at Major Airports
  • Great Cancellation Policy

Competitive Prices

Ace offers a low, competitive price range in the car rental industry. To rent an economy car, you are relegated to airport locations in some major cities like Miami. Ace does have a few local stores that are not in the airport, such as in New York City, making local renting convenient. Many companies only have airport locations.

Locations at Major Airports

Ace has rental counters at most major airports throughout North America. Since they only have locations in 21 States, their locations are limited to those states. They have counters at major airports such as LAX, LaGuardia, JFK, Miami International, Atlanta, Houston, and Portland.

Great Cancellation Policy

Most Ace reservations have no cancellation penalty at any point before the scheduled arrival time. However, some of their reservations do require advance deposit. In these cases, there may be a charge for late cancellation or no-show. You can cancel your reservation easily on their website. It is recommended that customers check the rules carefully before confirming their reservation.

thumb_down

The Bad

  • No Luxury Rentals
  • Only Available in 21 States
  • No Instant Return
  • No On-Site Fuel Discount
  • No Toll Prepay Option
  • Limited Roadside Assistance

No Luxury Rentals

At this time Ace does not offer luxury cars for rent. The closest they get is specialty economy cars like SUVs and vans. If you want to rent a car (like a Mercedes or Lexus) for the day, you cannot do that with Ace. This puts them at a disadvantage because many of their industry competitors offer luxury rentals.

Only Available in 21 States

Ace Rent A Car has locations in 21/50 states. Some of these include U.S. territories like Guam, Mariana Islands and the Virgin Islands. This is scarce for a car rental company, many have locations in 45 or more states.

No Instant Return

When you return your rental vehicle, Ace requires that it be done in person. The option of not having to wait in line and leaving the keys in the car is not offered. Having to return your car manually is not uncommon in the economy car industry, but it is an option worth exploring to better serve customer's needs.

No On-Site Fuel Discount

Regarding discounts, Ace has a rewards membership program called Rental Genius. This program lets you earn points similar to a credit card each time you book a reservation. You can put these reward points towards Ace's list of prizes or instant discounts. If you earn 500 points or more, you qualify for an instant discount on every rental offered at Ace's website or mobile app. This discount, however, does not include an on-site fuel discount for your vehicle and it only seems to benefit those who rent cars frequently. If you only rent a car once in a while, Rental Genius is not an advantage for you.

No Toll Prepay Option

Ace allows you to order toll passes through their website to make your commute easier. When booking a reservation online, you can purchase the prepay toll feature before checking out for an additional $10.99 a day. This price is extremely high for toll passes, which other major companies typically charge an average of $4.95 a day. The other disadvantage is that Ace's toll pass is subject to availability at time of rental. This leaves you open to the possibility of checking in at the rental counter only to find out Ace is out of toll passes once you get there. Having a prepay option avoids this by allowing you to reserve your pass ahead of time.

Limited Roadside Assistance

Ace offers a RSP (Roadside Service Plan) for $3.95 per day. This service helps protect you if your car has mechanical issues or if you accidentally lock your keys in the car. If your rental vehicle has mechanical problems, you must contact their rental office using the phone number in your rental agreement. They "work with you to solve the problem." This is pretty vague and can be a huge inconvenience having to wait on them to take action. Also, there are no guarantees what they will do and how much you will be accountable for financially. The major disadvantage is that Ace only offers Roadside Assistance Plans in certain cities. So if you are renting a car in a city that Ace doesn't offer RSPs, you have no coverage if something happens with the vehicle.

gavel

The Bottom Line

Ace Rent A Car's daily rates are affordable and overall satisfactory for economy car rentals. Cancellation is free (unless you prepay). The company does not offer luxury rentals. Ace is not available in many states, but has rental counters in many major airports. If you need local rental car service, Ace has options in a few places like New York City. Also, roadside assistance is not available in all locations. If you need a car rental where Ace Rent A Car is available, we recommend using their services.
Was this content helpful?
thumb_up Yes thumb_down No

Star Rating

1.9

star star star_border star_border star_border

65 Reviews

Review Breakdown

5 grade

15%

4 grade

5%

3 grade

2%

2 grade

5%

1 grade

74%

Sentiment Criteria

Value

star star star_border star_border star_border

Quality

star star star_border star_border star_border

Service

star star_half star_border star_border star_border

Trustworthiness

star star_half star_border star_border star_border
cancel

Filter by:

arrow_drop_down

Sort by:

arrow_drop_down
info
star star_border star_border star_border star_border

Lou Chapman Santa Cruz, CA

Rented through Priceline for a car from Ace Rent a Car at LAX , pre-paid in advance in full. The rate was highly competitive — relatively inexpensive, in fact — and the car was fine (although my wife is sure someone had smoked in it at some time). But the experience of getting to the Ace location and dealing with the logistics once we got there amounted to nothing short of the worst rental car experiences I've ever had — anywhere in the world. After waiting for a half-hour or so at the designated curb for rental shuttles at LAX, we tried to call the facility. The local number provided in our Priceline confirmation didn't work. Neither did the 800 number we found on the company's consumer site. I found another toll-free number that did connect me with someone at ACE. I explained we were on the baggage level for car rental shuttles. She said we had to go to the "lower level" at LAX and take a Metrolink shuttle "at the pink sign" to a car rental lot, where an Ace van would be waiting to bring us to the rental facility. The guidance was wrong. We went back into the terminal and learned that the baggage claim IS the lower level. We found someone to direct us to the "pink" sign for the Metrolink buses. We boarded the designated bus and realized it's part of the the LA public transit system. We were jam-packed in with travelers and airport and airline employees. We made six stops, packed like sardines the whole time, before arriving at the rental car lot and the Ace van. At the facility, the check-in procedure at the drab, almost unfinished offices was torturously long. My representative's credit card terminal had to be rebooted, and we had to wait for that to finish. Then they refused to add my wife as a second driver at no extra charge because she has a different last name from me. Finally, outside and in our rental car, we couldn't get out of the lot. The incoming shuttle van parked at an angle that prevented us from getting out. In short, it was a nightmare at every stop and not worth the competitive pricing. This was on July 16, 2022.

1 week ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Lou, were so sorry for this experience we've opened a customer care case on your behalf to investigate this matter and inf hopes of making this situation right. Thank you for taking time out of your day for letting us know your thoughts and we hope you'll give us another chance in the future. Have a wonderful day .

Aug. 1st, 2022

star star_border star_border star_border star_border

David Falkenstein San Salvador, SS

Absolute scammers. Prepaid for a car at Orlando Airport. When I arrived they told me they couldn't give me the car unless I purchased their insurance. I booked with American Express which covers the car and they by law cannot force you to purchase insurance but they used their regular scam trick where they wouldn't give me the keys. My young daughter was with me and was getting anxious so I told them I would allow them to put their fraudulent insurance charge on my Amex and would longer get the money back from Amex, which I did. I will NEVER rent from Ace again I simply don't have the desire to deal with this kind of nonsense.

1 week ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

David, were so sorry for this experience. We've made a customer care case in hopes of making this situation right please allow the location 2-3 business days to look into this and make this right . Thank you for taking time out to let us know about this and we hope you have a lovely day . -Will

Aug. 1st, 2022

star star_border star_border star_border star_border

Jaclyn Crawley Kamloops, BC

I am not a complainer at all and I have never left a negative review for any company before but I had the WORST experience with Ace. Please do yourself a favor and rent from anyone else!! I booked months ahead of time because I was flying from Canada to Orlando and I wanted to make sure I got a rental and a good price. I was so impressed with the rate that I received..... however, my flight was delayed by 2 hours and then we waited for the shuttle for 45 min so by the time I got to Ace we were 3 hours late. My phone did not work in the states so I had no contact. They told me that they only hold the rental for 2 hours and mine was gone so now I had to pay the rate that one would book had they not booked ahead of time AND they only had an suv. My rental went from $300 to $1500!!! It was the middle of the night and I was travelling all day with little kids so I took it and decided to deal with it when I got back to Canada. I talked to multiple people before anyone returned my msgs and the manager at the location said he would return $50.... Now this was absolutely ridiculous to me but I accepted and decided to move on. It has been 3 weeks now and no $50 also no response even though I have msgd them twice since. They just haven't responded. Like I said - please do not book with this company, they are not honest, they take advantage of you and they are not reliable!!

2 weeks ago

star star_border star_border star_border star_border

Peter V Hollywood, FL

10 days ago I was hit by an ACE rental car.I called the police.Unfortunately the police report missing some information,most important the insurance and policy number.I called the fort lauderdale airport branch where they picked up the car.They say they can give me any info I have to figure out on my own…???? Seriously???contacted few lawyers,police department and they will be happy to help me out.This company is a full scam.Reading all the reviews and watching some videos on youtube.hard to Understand how is this company still in business…

2 weeks ago

check_circle

Review Source

star star_border star_border star_border star_border

Raven Plummer Los Angeles, CA

I wish I could give this car rental 0 stars! They are a thief! They charged me $200 and said I bought back the car 1 min late. I rented the car and listed that I’ll return it at 5pm, they said because I picked it up at 4pm I had to return it 4pm. Ridiculous! I said I’ll return it at 5pm! They also had 1 person checking in the cars which caused me to wait when I got here! After I raised an alarm they told the shuttle driver not to bring me to the airport.

2 weeks ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Hey Raven, I'm so sorry for any confusion or frustrations you may have experienced during this experience, I've opened a customer care case on your behalf in hopes that we can come to some sort of resolution, Please allow them 2-3 business days to look into this matter. Thank you again for taking time out of your day to leave this review and we hope you're doing well . -Will

Jul. 25th, 2022

star star_border star_border star_border star_border

Carlos Reyes

Reserved a package (flight, hotel and car) through Travelocity.com, had my reservation numbers, but after going to pick up the car, the staff from Ace notified us that the reservation got cancelled because it was not picked up on time. The airplane landed around 2:10 PM and it took around 1 hour to pick up and get to Ace location to find out that they cancelled the reservation because we were supposed to pick up the car at 10:15 AM. Just pure BS.

3 weeks ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Carlos , I'm so sorry for the frustration with this incident . I made a customer care case on your behalf in hopes of making this situation right . We thank you for letting us know about this experience and we will strive to do better going forward. Hope all is well and you're having a wonderful day . -Will

Jul. 25th, 2022

star star star star_border star_border

Alex Urbanski Austin, TX

Similar to some of the other consumer reviews I have read, I also booked my car rental online in advance for a great price in Denver. When I got to the counter I had a similar experience to other customers who had ridiculous fees added on without my knowledge. While you’re in the process of renting the car with the man helping us distracted us by writing down all of the places we could go and see. He never showed or explained to us what we were being charged for or why. By the time we left we had an $800 bill for four days when we had originally booked an economy car. This put a dent in our entire vacation. I made the decision to go back the next day and try to get an economy car like we had originally booked. Initially they came back to us with an even higher price than the upgraded vehicle the first man had booked. The saving grace of this experience was a wonderful woman named Carolyn. After I picked apart the receipt, I asked her to take away any of the unnecessary fees. Carolyn was kind and helpful. She did what I asked her to do and got us a much better price than we had gotten from our original guy. She is the only reason for the three stars. If we had not gone back and seen her this place would’ve gotten one. I will say after all is said and done we did pay more than we were expecting to pay but we had no problems with the car. My overall experience with this company was disappointing. I agree with other reviewers that they were sleazy and manipulative. However they clearly have some good people working there too. I have nothing but positive things to say about Carolyn and I appreciate the help she provided.

3 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Thanks for your honest feedback, Alex. These practices are not something that we support, but we are glad Carolyn was able to make it right! We want to open an official incident for your experience, but we are unable to find a reservation under your name. Would you be able to provide us your reservation number at [email protected]? We look forward to helping you further!

May. 9th, 2022

star star star star star

Prasad Usha Tumuluri Saint Joseph, MI

We rented a car through Ace Rent a car for 5 days. Mona was very courteous and helped us through the booking. She was able to give us ideas on where we can find good food and places to see. On the second day of the rental, however, we had an engine malfunction , vehicle to be inspected flash on the dashboard. It was past their closing time and we were nervous. But for the inconvenience that we could not take care of it right away, the next morning, Josh was very helpful in making the swap very easy and apologised profusely for the inconvenience. Thereafter, everything went very well and all other inconveniences were shadowed by the customer service rendered.

6 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Thank you for the kind review. We look forward to serving your rental needs again in the future!

May. 6th, 2022

star star_border star_border star_border star_border

Sanjay Brampton, ON

Worst experience. won't recommend . They don't honour their own booking partners Expedia etc . Car was reserved through an Expedia site with unlimited mileage . At the time of pickup they told us that its only limited mileage ,can't do anything but can cancel the booking. and said , if any issue can be discussed with Expedia . As per Ace rep they have the same issues everyday. DO NOT RENT FROM THIS PLACE.

1 month ago

star star_border star_border star_border star_border

MP Alamo, CA

I have written a negative review on ACE on every website and they keep saying to email them. When I did, per their request, they would never reply. And they would just reply to make it look like they would care but they would not do anything! They had an agent misrepresent on the time of signing, they lied when confirming with them 3 times, that even the Experience Manager offered a refund of $505.55 but then never came back and hung up even upon calling. Then they tell on BBB this is harassing by calling but that is false, we never were harassing and found most of all of the contact number online on the ACE website, and in a PDF that says "Contact Us" and no one when having spoken said to not call. In fact, they had one person prevent the refund calling our pre-paid payment to Priceline as a lie hence denying the refund. The business changes it's stories, had to file a complaint with several agencies to look into the matter, and will have no choice especially on BBB when they lie. Don't come here unless you want some real harassment

2 months ago

star star_border star_border star_border star_border

Tara Rondeau Manchester, CT

Worst rental car agency ever! Rented through Expedia to pick up car at Orlando Airport. I had my confirmation on my phone along with balance due. As soon as I walked into Ace, they started trying to upsell me to a bigger vehicle for just "a little more money". I declined there were only 2 of us and it wasn't a pleasure trip, it was to check on my sick, elderly stepfather. After being asked about a second driver and the sunpass, both of which I accepted, the bill came up and was double the confirmation I had on Expedia. I asked why and he said because of the insurance. I said that I wanted to decline it. I explained that I already bought insurance on Expedia. He told me that was a third party insurance that meant nothing to them and I should just cancel it for a refund since I had to get theirs. This went on for a half hour. I checked Google and found where it said insurance could be declined at Ace. He said you can't believe everything you read on Google. Smart ***! That really pissed me off. He then offered me a discount on my next rental. Which I told him I would never rent from them again. If it wasnt 8 pm and I didn't have a 2 hour ride ahead of me, I would cancel the whole thing and go to Hertz. He then told me that I would get the same results there because the insurance was mandatory in Florida. I told him I had just rented a car in February at the Tampa Airport through Hertz and did not experience that. I told him that I had full coverage insurance and I used a credit card with coverage which he said was smart of me but still didn't satisfy Ace's policy for insurance . Since we were getting no where and I was tired, I completely lost my cool and said a few choice words and said give me the car. He then pointed outside and told us where to find it. He said drive it over to the building here and we can go around it and mark up any thing we find wrong with the car. I was also shocked by this since there were multiple people standing around who could have gotten the car for us. It had poured out and the car was sitting in a huge puddle. My sister had to take off her shoes to get to the car,which we then realized didn't have keys in it. He never gave them to us. Finally got the car, brought it over to the building and waited. He never came out so we started taking pictures of all the damage. The whole back bumper was scratched up everywhere as well as on the back quarter panels. I marked it up on the sheet and went back in. He said sorry I didn't come out, the printer was jammed. Yet, its all glass so I saw him just standing there talking with a female employee until he saw me coming. I gave him my form with my markups for damage but also informed him that I no longer trusted the company so we took pictures of everything. We got into the car to leave and realized the paperwork said the tank was full it was just a hair above the 3/4 line. We took pictures of that as well. The car had a squeaky steering wheel and a shimmy in the front end. We had 2 days in Florida and didn't have time to turn around and once again fight with the very pleasant used car salesman like employees working at the counter to get a different vehicle.

2 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Hello Tara , We do sincerely apologize for any inconvieance or frustrations you went through during this experience , I've made a customer care case on your behalf and have roped in the location to investigate this matter and see if there's any mutual beneficial solution for both parties . We thank you for bringing this to our attention and we hope all the best . -Will

Jul. 25th, 2022

star star star star star

Lee Evins Rancho Cucamonga, CA

We rented a car in Las Vegas March 22 and we were very happy we chose ACE. Michelle handled our registration. She was polite, patient with senior citizens (us), and she was very caring and efficient. We rented a 2022 mid-size which was very clean and ready to ride. We will be back happy to return to Ace.

4 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Thank you for the kind review. We look forward to serving your rental needs again in the future!

May. 6th, 2022

star star star star star

Afaf Lamrani Kansas City, MO

I rented a car from Mr Riz at the Orlando airport location three times this past summer. Mr Riz was so helpful to me and the other customers who were ahead of me. He treated us like he knew us prior to our arrival. He made the process of renting a car super smooth. I am going back to Orlando next week and, looking forward to seeing him again and enjoying his conversation.

8 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Thank you for bringing this to our attention. We hope to serve your rental needs again in the future!

May. 6th, 2022

star star_border star_border star_border star_border

Ashley S Columbia Falls, MT

Offering the lowest price online, but then they add on a huge amount of extra fees plus a security deposit when you get there to pick up the car! A $525 rental car for a week's vacation turned into $991 before I had even gotten into the car! The agents working the counter were sleazy and manipulative. Requiring me to get the liability insurance even though I am covered through my own insurance which cost an additional $20 a day. My whole family felt uncomfortable at this location and got the feeling we were being taken advantage of. Some family members didn't want to go with me to drop the car back off they felt so uncomfortable there. Pay the extra up front to go with a rental car agency at the airport and save yourself time, money and frustration! Stay away from Ace Rent A Car!

4 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

I'm sorry to to hear of your experience. If you'd like us to open a customer care case please email [email protected]

May. 6th, 2022

star star_border star_border star_border star_border

Frame Vista, CA

Made a reservation for Ace rental car in Maui 3 MONTHS in advance of the trip for a 12 PASSENGER VAN. The rate was fantastic. However less than 12 hours before we are due to arrive, we receive a text message at almost 10pm that they are overbooked and cannot accommodate us, so they took the Liberty to transfer our booking to a 7 PASSENGER MINI VAN through Budget rental car! Let me not forget to mention that the price difference is now $349.64 MORE!!!…. So instead of $578.72, it is now $928.36 for a mini van (And cannot fit all of us!). In order to have fit everyone, we would have to rent 2 cars for $928.36 for a total of $1856.72!!! I believe this is a typical bait and switch and someone was wanting to reserve the car for a higher price and they accepted. I have found another larger passenger van through a different company on Maui, (ALL SAVE Car rental), however the rate is an additional $401.89 ….. legally we will be going after Ace for the difference (the benefit of 3 of the gentleman on the trip being attorneys!) I am extremely disappointed with their business practice. I understand that many rental companies overbook from time to time, however a 12-15 passenger van is a specialty car and not easily replaced with just “another car,” not to mention there has been no initial offer to pay the difference! I will keep this thread up to date on how this issue was resolved.

4 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

Sorry to hear of the trouble you faced during your rental. Please email us at [email protected] so we can further investigate this for you.

May. 6th, 2022

star star star_border star_border star_border

Camie Escobar South Jordan, UT

Update: after complaining and leaving a negative review, Ace opened an investigation and ended up refunding all of the extra fees and insurance.

1 month ago

star star star star star_border

Pamela Brown Hartselle, AL

Anthony in customer service with Ace gets five stars! He by far made up the 2 shuttle conditions at Las Vegas Airport to pick up and drop off the vehicle. We were not totally satisfied with the vehicle they presented to us. Was not clean and found out it had mechanical issues as we traveled. However, Anthony is one of the BEST customer services representatives that Ace could have! After our vehicle broke down in the middle of nowhere, he found someone to rescue us and never quit communicating with us until be finally made it back to Las Vegas, NV to return the vehicle and make our flight home. Customer service people like Anthony are hard to find! We just cannot say enough good things as to how well he handled our "somewhat scary" situation! Browns & Sims

1 year ago

star star star star star

jane Newport News, VA

I flew into St. Pete last minute for a family member that was hit by a car. We made my our car reservation on line vs directly thru them. Next time I will call directly and they will match the price and offered an additional discount for returning customers. My flight was delayed and arrived after mid-night. The shuttle was waiting and check in was fast and efficient and they even offered me a fresh cup of coffee that I really needed and appreciated! I would highly recommend them, even through they are off site , they are great!

3 years ago

star star star star star_border

edward collins

I just completed my 2nd Ace rental at Orlando airport. The van was waiting at the designated pickup location A11, and the new, closer off-site location is only 6 minutes away. The driver assisted with luggage twice, without asking. At the rental office, there were 3 agents and no waiting. I had reserved a SUV, and was offered a Dodge Challenger, as we were just a couple. The entire rental process is simple IF you bring a copy of your current vehicle insurance policy, a valid CREDIT card AND a roll of quarters for tolls (Florida accepts cash). Most complaints I have read come from renters looking for the lowest price because they only have a DEBIT car, or NO current insurance. Their operation at Orlando is "bare bones" but they have a very large fleet, and no one on our shuttle expressed any problems at all.

3 years ago

star star_border star_border star_border star_border

Stephanie Saucedo Brooklyn, NY

Worst car rental company I have experienced and I rent cars about twice a year. They don’t tell you that you have to show proof of liability car insurance ahead of time so you can make proper arrangements and/or prepare ahead of time. Then they charge you $30/day for their insurance that costs as much as the rental itself. So once you get off a long flight, exhausted, you find out you now have to pay double the price you initially paid. I asked to speak to the manager and they refused. I couldn’t cancel the rental due to their no refund policy. They wouldn’t allow me to add a driver to use that person’s liability insurance. They said it is stated in their guidelines when I initially paid for the rental but when I looked again, it was listed #6 out of 6 guidelines stating they MAY ask for proof of insurance, not that it was required. I will never rent from Ace again and would like others to know what they are getting into before choosing Ace as their choice of car rentals.

6 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

I'm sorry to hear of the trouble you had with insurance during your recent rental. Please email us at [email protected] so we can further investigate this for you.

May. 6th, 2022

star star_border star_border star_border star_border

Traveler B Vero Beach, FL

Although I have liability coverage nationwide and I bought supplemental collision coverage through Allianz, they insisted I could not combine the two insurance policy and only honored the Allianz coverage. Therefore I had to pay $65 extra for liability insurance for a week. Then I asked to extend the rental for a week (because my elderly dad has taken a turn for the worse and I have to get services for him) and was told it would cost an EXTRA $20 per DAY on top of the usual rental rate because I was extending instead of bringing the car back on time. I said I would bring the car back and just reserve another one, and was told I would have to reserve at least 24 hours in advance to get one. On top of that, I had called earlier in the day and been totally unable to get through to the Orlando office. The Orlando voice menu system kept going back to the main voice menu if I chose the option to speak to someone rather than change a reservation. If I chose to change a reservation, I ended up on the national reservation office, where I was told (more than once) that I had to talk to the Orlando office. If I chose the Orlando voice menu option to speak to a supervisor, I got his outgoing voice mail message and was then told his mailbox was full. Granted, this was on a very busy Sunday (Jan 2), but can't he get a bigger mailbox or have someone else check his messages?

7 months ago

star star_border star_border star_border star_border

Will Greene Huntersville, NC

I used ACE Rent-A-Car this past week during my trip to Miami. This was by far the worst rental car agency I've ever used. First, the attendants were rude, abrasive, and sloppy at the counter. It was amazing to see all the well dressed, customer focused, and polite customer service reps at the other rental agencies in the car center compared to who we were dealing with. They aggressively tried to up-sale me on everything from various insurances, pre-paid gasoline, pre-paid tolls, and other items. When I declined, they began to tell me how I'd be sorry and charged much more for things on the back end. Luckily I'd done my research and prepaid for insurance before my arrival. Secondly, while I was still at the counter, a man approached whose flight was delayed. He lamented that he was 90 mins late because his flight was delayed. They immediately began to run down a list of additional fees that he would be charged because he arrived late. They told him the type of car he'd reserved was no longer available (compact) so they charged him a late fee, a vehicle upgrade fee, and a few other charges. However, when we FINALLY got out to their lot, there were at least 20 compact cars there. Finally, when I the attendant showed me to my rental, he failed to document any of the existing damage to the vehicle. So I had to request that he come back and thoroughly inspect and document all damage. At the end of the day, I realize that I went with this rental company mainly because of the lower cost. And the old adage is true, "You get what you pay for!"

8 months ago

star star_border star_border star_border star_border

David Richins Los Angeles, CA

I have never ever written a review online before but feel I need to write one now so no one else will fall victim to this company. This was the worst experience I have ever had with a car rental agency. I booked my car through Hotwire at a great price. When I arrived at your LAX location the line was long and it went extremely slow. After 45 min I finally was able to talk to the agent. Everything was going fine until the agent said I needed to pay an extra $20 per day for CA liability insurance. I told him I had liability insurance. He asked for a copy of my declarations page, which I provided. He then said I needed to pay $20 per day for your damage protection policy because CA law wouldn't allow me to use both my insurance declaration and my credit card protection, or something like that. It sounded a lot like a scam to me and I got frustrated at this point. After going back and forth on this with the agent, he wouldn't budge and said either I pay the $20 or cancel the reservation. I finally gave in and said "Fine, I just want my rental car. Do what you have to do." He asked me which $20 charge I would like. I told him I didn't care and for him to just pick one. I just wanted to go. He said I was being rude and that he would cancel the reservation. I said don't cancel, just pick one and let me be on my way. He said too late I already cancelled the reservation and you need to find a car somewhere else. I was so angry. I walked down a block to SIXT and got a car in less than 5 minutes with absolutely no hassle. I feel like I was being scammed out of my money. I rent a lot of cars and no other agency has ever forced me to pay extra money after I provide proper documentation. I have never been treated like that in a place of business.

8 months ago

star star star star star

Dell Florida Sarasota, FL

I rented a Mini bus from Ace i Sarasota Florida The experience was 1st class, the office staff could not have been any more helpful from start to finish the kind of professional care most rental car company's do not provide. I will use the service again as the needs arise.

3 years ago

star star_border star_border star_border star_border

JKM kilonzo Lubbock, TX

Stay aware, stay away, stay away. At the Charlotte location near the Airport customer service is not important to them and they act as if they don't realize majority of their clients are travelling and have flights to catch. Now if you booked through a third party online and paid, watch out because they will charge you again and good luck getting a refund. They are a complete disgrace.

8 months ago

star star_border star_border star_border star_border

Taghi Mokhtar Sterling, VA

A horrible car rental experience! I recently rented a car from ACE Rent a Car through Priceline services and had a horrible experience! When I arrived to LAX late afternoon on October 13th, I couldn't find any ACE shuttle and after one hour of wandering finally find out that, unlike other car rental companies, they don't have any shuttle at airport and you must take an airport shuttle to go to a location far from airport and look for ACE shuttle. The ACE company’s actual car pick-up location in Los Angeles is awfully far from airport; in a deserted area. When I and other car renters arrived to the location, it was already evening time and there was only one person behind the counter and one visible on a computer monitor to help many customers virtually! The one on the monitor told me that they can't give the exact car that I was rented because I was late; despite the fact that I had paid the entire fare for 21 days in advance and the car in question had to be in my possession at the time. After a long argument, they gave me another car with no navigator or GPS that I strongly and clearly requested on reservation time! They said by adding an extra charge of $20.00 a day they will connect my cell phone to the monitor of a different car which was offered to me, but they couldn't connect it. Then they gave me another car but again they could not solve the problem. After a long struggle, I realized that, they had disabled the navigation of my cell phone not knowingly; while I was completely unfamiliar with Los Angeles area and did not know how to go to Agoura Hills (around 56 miles far from airport with around one and half hour drive), where I was supposed to stay with a relative! On around 8:30 pm when the night was fallen, everywhere was dark and I was left undecided and helpless, they told me that they want to close the office and I MUST leave the facility. They threw a GPS device into the car and, without plugging it in or trying it out, forced me to leave; shouting at me: "get out of here!" Frightened and worried, I left the compound in the dark of night, unable to see the nameplates of the streets and could not read them well. I had not driven a few blokes yet when I felt that I am totally lost. Therefore, I entered a driveway, stopped at a safe place and called 911 for help. God bless the 911 service staff. After talking to the person who picked up the phone and giving the necessary explanations, two police officers came and rescued me from that situation. They kindly gave me necessary instructions and asked me to follow them to the Agoura Hills. When we got there and they handed me over to my host, I felt like I was out of a terrible nightmare

8 months ago

star star_border star_border star_border star_border

Wayne Howell Gustavus, AK

I was attracted to Ace because they offered the lowest price I could find in the entire intermountain west. I found them through Hotwire and booked through that service. When I arrived at the counter in Denver and was finalizing the deal I was told that the company would not let me take the car out of Colorado. No mention of that restriction had been made up to that point. I could not cancel my plan to drive into Utah and New Mexico, so I ended up parking the Ace car and borrowing my brother's old vehicle to do my trip. Of the 15 days I rented the Ace car, I used it for only 4. It was a waste of money.

10 months ago

star star_border star_border star_border star_border

Barber Family Daytona Beach, FL

stink, stank, stunk. Something is terrible wrong with this company. How are they still in business. First of all i thought by prepaying that they would have a car waiting for us even when our flight was late. Nope, didn’t happen. When I finally got them to pick us up from the airport (after 3 calls) the van was dirty, the seat belts where taped closed because they where broke. Nasty van ride. When I arrive at the car rental office, not friendly and proceeded to tell me because I was late that they did not have a car. “What”, I prepaid for the car. I told them find me one now. Well , they insisted that they were going to charge me for liability insurance because I did not have my insurance card with me, How many people carry their insurance cards when they travel? So, stuck in a hard place they charged me an additional $69 dollars for the insurance. I asked then to change the reservation to one of the other people with me because they had their insurance. I was told they could not do that because they would have to do this on line and because I prepaid I would not get a refund. They then charged me 9.99 a day to add another person to drive. So now for 4 days the price has risen with tax and fees another $150 besides the prepaid I paid when reserving on line. Then they preceded to tell me that they had to charge a $200 deposit stating that it would be refunded back to my card, Probably after i have to fight for this deposit money back. So now it is $350 more than my initial prepaid. I told them that I would have to return the car about 5:00 am for my early bird flight. They said that no one will be there for the return, but a guard would let us leave the car. Now, I asked them how do We get from the drop off to the airport. Get this, “well you will have to call a uber or a cab” . I found out uber and cab service does not exist at that time in the morning. So we will be stuck at the Ace rental. I had to find another way to get around this. Worst company around. Wait I almost forgot when we did finally got the car it had no gas in it and were told to go to the WaWa to fill it, buttt we can bring it back empty, yeah so that they can charge my card for bringing it back with no gas. The engine light was on the whole time we drove it, besides being dirty, but, another but, was absolutely no smoking in their cars. Funny how stupid they think we are and hoe stupid I did not check the rating before reserving. Hope this helps everyone from getting ripped off.

10 months ago

star star star_border star_border star_border

Renee Lichtenhan Madison, MS

Run like the wind!! Terrible company! Seems like a good deal until you show up, and there are tons of add-on charges that end up tripling the price. I bought insurance, which I was thankful for, because a huge rock flew out from the freeway and shattered the rental's windshield. Except. I now see a $200 extra charge on my card. For what? Good question. Can't get an answer for all of the people who have "transferred me" and then disconnected me.

10 months ago

star star star star star

[email protected] Saint Paul, MN

I rented from Ace Rent a car July 25th for my B-day My customer service person was Matt great guy and knew his job well. I had a new Kona with less than 1,000 miles on it Most of their fleet was brand new cars very nice

1 year ago

star star star star star

C Green White Lake, MI

Very please with the service and staff at the Minneapolis airport location. They were able to help me when another name brand company lost my reservation. I will definitely use aft.

1 year ago

star star star_border star_border star_border

ນາງດາລິງ ສະເດັດຕັນ Everett, WA

Vegas Airport, Take too long to get the car, we were told we are getting one car and we were given an other plus the car given to us was really beat up, I mean really beat up, dents and scratches every where, the car in that condition should not be rented out, it is almost to point that is unsafe, the dent was obvious right on the roof where the windshield meet the roof, metal were tarnished and exposed, the interior is ready dirty even feel sticky dirty so we refused it then they gave the car that they initially suppose to gave us. When we return the car we are the only car driving into to lot, there is a stop sign with garbage and no one was standing there so we stop and we said now what do we do? we see no one there so we drove in and the lady at the end of the lot flag us down and she was kind of rude and say no one never read, i told her we read and we stop we didn't know what to do....someone should be at the sign at all times, new customer like us would know what to do, we only rented from more civilized establishment where we spend no more then 5 minutes both picking up and returning, this place make me feel like i am falling into some sort of scam. not get a second chance with me.

1 year ago

star star star star star

Kathryn A Gomez Miami, FL

I RENT AT THE AIRPORT. GOOD SERVICE, GOOD EXPERIENCE AND GOOD PRICE FOR THE CAR I GET. NIEL FROM KEYS WAS MY CUSTOMER SERVICE, EDUCATED AND HELPFULL. THANK YOU. I FEEL HAPPY WITH THE DEAL AND THE SERVICE

2 years ago

star star_border star_border star_border star_border

Yingbing Liu Bethesda, MD

Their staffs are not polite. They are taking extra charges, which are not mentioned in car rental web, such as only driving within state but shown no mileage limitation.

3 months ago

Ace Rent A Car Logo

Reply from Ace Rent A Car

I'm sorry to hear of your experience. If you'd like us to open a customer care case please email [email protected]

May. 6th, 2022

check_circle

Review Source

star star_border star_border star_border star_border

Bryan Shackelford Seymour, TN

Ace sucks. Thought I would money using them. Booked car 5 months in advance for Miami vacation. When I booked the car it was 67 dollars a day for 4 days. 268 total dollars. Got bill for rental on 9/19/21 573.68. have called customer service to complain and keep getting hung up on. Will never rent from ace again and I hope you the reader never does. They suck....

10 months ago

star star_border star_border star_border star_border

Justin Gonzalez Las Vegas, NV

Do not rent from this place! They gave us a car with one bald tire that went flat on the expressway. We took the car back and the worker (Brandy) checking us in got extremely rude when I asked for a manager to show them. The manager (Mark) was useless and wouldn't do anything but tell me to fill out a claim form. And he wouldn't write anything down stating the tires condition or have a mechanic look at it. I regret not reading the reviews for this place. Discount prices shouldn't equal unsafe vehicles.

11 months ago

star star_border star_border star_border star_border

Monica Flinn Mount Pleasant, PA

Well this is the perfect place if you want to get scammed! I was traveling to see my grandma and had a reservation though priceline to pick up my car at 2 pm. When I got there they claimed they did not have the car I purchased already through price line. I said ok whatever it was busy I'll wait. Then I was told he could upgrade me, however, I did not want the upgrade as I already paid for a car they didn't have and my grandma could not get into the car they wanted to give me. So I said I'll wait or get something smaller. Was told ohh no we have got a car for you soon. SCAM they want you to upgrade. Then I was scammed out of 75 dollars somehow you have to get charged $75 for a toll plate after I insisted I only go through one toll and it is $3!!! He lied to me saying all Florida's tolls are no longer cash which is a lie. Not my first rodeo. Then I was charged over $500 extra. Not sure how that is possible since I already was charged. Then they give me a piece of crap car that has stains that looked like someone crapped their pants on the ceiling. Didn't notice until out in the light so give told me to return it. Then gave me another car with broken hatch. No one cared about it. At this point why the heck am I paying over 1,000 for a piece of crap car I could have bought on the street for that price. They eventually gave me a refund for the charged they put on without my knowledge, however still waiting for my money from priceline. Apparently you can't call each other, just wait for an email back that proves this happened. Still waiting on my money. DO NOT GO HERE! I would change my review if they ever get back to price line and give me the rest of the money they owe me. Never had this problem booking with priceline for hertz and enterprise.

1 year ago

star star_border star_border star_border star_border

HeatherLue DIY Tulsa, OK

We booked a reservation for Ace rent a car online through Priceline. was supposed to be the best rates in the area $177 for 5 days. When we arrived the employee said he "found our reservation" asked my husband to sign a blank digital screen, not mentioning the price or any new add ons once. Unfortunately we assumed the price would be the same. Then he printed off the receipt with a total of $678. I asked him about the added charges and he waved me away asking for the next customer. Completely aweful experience. We argued with him and customer service online. Received a $200 deposit fee back apon car return (says no where on the receipt that it's a deposit) still paid over $400 for what was supposed to be $177.

1 year ago

star star_border star_border star_border star_border

S Dravis Denver, CO

DO NOT RENT - FIND ANOTHER COMPANY IMMEDIATELY Car was not cleaned when I rented the vehicle. During COVID you would think they would at least wipe the car down due to the current pandemic. Now I am being charged additional fees for cleaning once returned... Bring your binoculars with to read the fine print because they will charge you miscellaneous fees, cleaning fees in addition to whatever is on your contract. If you have an extra couple hundred dollars to spend on miscellaneous/erroneous charges, by all means this is the right company for you! I wouldn't have even wrote a review, but due to the surprise fees for an already dirty/smelly car and then rude outrageous "customer service", thought you should know before you sign the dotted line. 1. Largest deposit taken from any car company, just under $700. Which is fine for me as I have it, but some people renting might want to go with a better known company which usually only take $150-$200. 2. Can only drive vehicles within the state - good to know if you thought you were taking a trip through the Rockies and onto Moab, etc. 3. Clean the car inside and out before returning, have fun cleaning a car after your vacation! I would also highly suggest wiping out the entire inside of the car once you receive as they do not clean. (Obviously this was an issue for me!) 4. Do not rent from Priceline or a third party, if you are going to rent from them, do so directly. The categories are incorrect on third parties as well as pricing. *FYI - These companies can get this fixed, they won't, because it gets you to pay the highest price for a standard car when you think you are getting something else! 5. When calling them could only get a hold of the Las Vegas location and they were extremely helpful and nice. Denver location - complete opposite.

2 years ago

star star_border star_border star_border star_border

Clinton Blade Dallas, TX

Why are these people in Busines? I had a rental on Tue, Feb 18, 2020 6:00 from McCarren Airpoet in Las Vegas first I caught the shuttle from the airport with the rest of the rental car places then had to catch another van to some dirty garage looking place 10 miles from McCarren Airport when you get out of the shuttle feels like you being set up to be robbed, I kinda feared for my life.... After standing there in line for 20 minutes one of the represenatives took my licence and amex platnium card my license had been damaged on the bottom right hand corner and she told me it wasnt real.... NOw they didnt even have a UV light or even a drivers license scanner I was at the mercy of a disgruntled bitter female employee, so I ask to speak to the manager who seemed afriad of her so he sided with her, left wondering who was in charge.. Well finally after phoning the OWNER at least they say they did, she still denied me the rental and I also had my passport surely if can get back into the united states with it but she still said that wasnt good enough.... WHAT KIND OF COMPANY IS THIS, its so bad I want to go back to las vegas and CONTEST THIER LICENSE TO RENT AUTOMOBILES!!!! I really feel this was racially motivated, but you get what you pay for.....

2 years ago

star star_border star_border star_border star_border

Cali Gallows Olathe, KS

I would give this place 0 stars if could. The initial quote I received said the cost for renting a car for 4 days would be a total of $145. Our flight came into MCO around 6pm. My husband and I waited & waited for the Ace shuttle to drive up. There were several other families who were also waiting. After 35min of waiting we called Ace to verify how often they run their shuttles & to get an ETA of when the next shuttle would arrive. The woman said shuttles run every 15-20min & one should be there shortly. After waiting another 10min our shuttle came. It was extremely crowded since so many had been waiting for this specific shuttle. People had to sit on laps or double buckle. After we got to the Ace location we waited in line to speak with the next employee. My husband & I love to travel, & we have rented cars from several different rental companies & never have had any issues. During the pick up process we're told we have to provide our car ins. dec. page listing out all of our coverages. We had our ins. cards but we didn’t have our dec page. I don’t know many people who carry it with them on vacation & have never been asked to provide this at any of the other rental companies. We are fully covered; we have collision, liability, additional expense, etc. Ace forces you to buy their insurance (collision, liability, & loss of use) if you can’t show them your dec page & prove to them you have all of these coverages. We luckily had a document from our agent which listed out our coverages. However the document we had didn’t specifically say “loss of use” so the woman said that we had to buy their ins. in order rent the car. Mind you, it’s past 8pm so I couldn't call my agent since their office is closed. Other families were upset & dealing with the same thing. We didn't want to pay for this ins. but it was late & we needed a car to get our hotel. The woman tried to sell us on several things including a toll pass. She said if we were to accidentally run a toll we would be charged a $50 servicing fee for each toll that was ran along with a bill for the toll amount. We decline & she went to get the car. We see them spraying our car with a hose (no soap.) She gets out of the car & hands us a sheet & says we need to go around the exterior of the car & write down any dings, scratches, marks, etc. we notice. It’s now around 8:45pm & it’s dark out so it’s extremely hard to see every mark on the car. Another couple says to us “write down every mark you see, they bill you for any marks not written down when you return the car.” We inspected the exterior of the car thoroughly & took pics of to ensure they will not bill us for something that was not our fault. The car had some scratches, still had tape on the window from the price tag, & adhesive on the doors. We noted it all & left around 9pm. I emailed our agent that night to send our auto policy. I ended up reading our entire 46 pg. policy that morning & find out loss of use is covered under the additional expense coverage. We called Ace later that morning & asked to speak with a supv. to remove their ins charge. Explained in detail that we picked up the rental car last night and were forced buy their coverage since we could not find that coverage written out word for world on the document we showed their employee. We explained we have our policy to prove we have all the required ins. & offered to email our policy to prove it. The supv. was extremely rude and said “we cannot remove the ins. charge” & hung up. That afternoon we got in the car & saw several stains on the interior of the car that we did not see when we picked up the car since it was late. Several reviews said Ace billed them or took their $250 deposit & charged them a detailing fee. The woman only told us to examine the exterior of the car and did not mention anything the interior. I cleaning & vacuuming the outside & inside of the car to avoid being billed. About an hour later I was able to get all the stains. This company ruined our vacation. We brought the car back cleaner & in better condition than it was when we picked it up. The rental price we paid was more than double the amount we were quoted online because. Read reviews before choosing them for their low price. I really wish I would of. I will NEVER rent from Ace again.

2 years ago

star star_border star_border star_border star_border

Alberto Starace Nashville, TN

I rented an SUV from ACE Rental in Orlando and had such a bad experience! I usually rent from enterprise but the rates were much higher then ACE. So, I decided to try them for the first time and i guess you get what you paid for...... Arrive at the Orlando airport and walk outside to pick up the shuttle and the driver never said he was from ACE rental, he expected us to see the small sign in the back of the van. It was so busy that there were numerous vehicles picking passengers up and they would park in ACE pick up space, so we didn't see the van twice and waited almost 30-40 minutes to get picked up from the airport. I dropped the SUV off early because my game was at 2;30 pm and the field was almost an hour away from the airport, so I decided to return it one day early because it would be tight to catch my flight at 6:00 pm. They charge me an early termination fee of $50 on top of the one day that I didn't use. I called customer service and it is very hard to get a return call from them. I would not recommend renting from ACE rental!!

2 years ago

star star_border star_border star_border star_border

Trudy Tucson, AZ

We booked and paid in full for a minivan through a 3rd party site. When we arrived, they had NO cars to take our party of 6 with 1 big luggage and 2 small luggages and several personal items. While trying to figure out how to get to our destination 2 hrs's drive away with a group of 6 (we have kids...), a Mitsubishi Outlander came in to be returned. Lady at the counter was apologetic and asked if we would take a smaller car. That's the only car that could take 6 of us. We put a seat down and spent the next 30 mins trying to squeeze our belongings in. My daughter had to squeeze into the single back row seat and risk having luggages fall on her. We had no other choice. At the end of the trip, because we paid in full for a minivan through the 3rd party website, we wanted to get back the difference in the price we paid for the minivan. Any searches and consultations with any car rentals said that the Mitsubishi Outlander was an SUV. A compact SUV. When we called Ace Orlando, Kevin from Ace Car Rental in Orland Florida refused to acknowledge that we got a downgrade. He insisted that this car could take 7 pax and 2 big and 2 small luggages when it obviously couldn't and didn't. He went on to declare that we actually received an upgrade. What a joker. Because he insisted that this SUV was an equivalent to a minivan, we couldn't get the difference in price back. We were blessed to meet kind customer service staff at the 3rd party website we booked through. They assisted us in calling him but received the same response even though everyone agreed that an SUV does not have the space a minivan has and definitely does not cost as much to rent. Still, Kevin refused. Because he refused to admit the car type, the other party couldn't process a refund in the price difference to us. When we returned the car to Ace at the end of our trip, we asked an Ace staff about the car. She looked bewildered when we asked if this car cost the same to rent as a minivan. She said this was a smaller car and definitely is not a minivan or cost the same to rent. It was a cheaper and smaller car and she was ready to help us talk to whoever ridiculously insisted this was a minivan equivalent. She was the ONLY kind soul in Ace who agreed to speak with the 3rd party booking agent to confirm that we got a smaller car so that we could get the difference in our money back. Kevin, we do not know how many people you have conned into paying more for a car than they paid, just because you are incapable of recognising car types when you are expected to, and are too lazy to find out and learn and be a better version of who you can be. One thing is for sure, we will not be going back to Ace for car rentals. One rotten egg in the service sector is enough to bring down a business. I hope your company is proud of you.

2 years ago

star star_border star_border star_border star_border

Ana

Ace Vancouver (airport) =disgusting service. Do yourself a favor and dont book here...its gonna destroy your plans.... i left the store almost crying, so nervous about the way i was treated...YELLED at... Ive never seen such DISGUSTING customer service.... terrible attendants YELLED at me... talking in sarcastic way...disgusting..unacceptable...just cant believe that...im in shock..no joke... attendant even gave me the phone of your competidor across the street and told me i would be better off there ... i see the company spends money to advertise and then hire unprepared people to talk to customers

2 years ago

star star_border star_border star_border star_border

Vidalia Beltran Davenport, FL

Worst experience ever!!!! Get to the Orlando, FL ACE RENTAL and they did not disclose on their website, that they do not rent to local residents, even though I had made a reservation with them weeks ago!!! The most ridiculous thing I have ever heard!!! How is this even possible. Their response, it is a strict policy. If it is a strict policy post it on your dang website!!! STOP misleading customers!!!! Left the location without my rental, throwing our whole trip to Tennessee of to a rotten start. Please if you plan on using this company get the facts before you hit that reserve button. So incredibly disappointed that they would not even try to solve my issue!!!

2 years ago

star star_border star_border star_border star_border

Alex Southampton, PA

Absolutely miserable experience with Ace Rent a Car at Atlanta airport. Had reservation booked through Priceline for Oct 9th - October 12th, 2019. When I came to Ace counter at Atlanta airport rental center, female clerk demanded to purchase extra insurance, didn't want to consider that my credit card covers FULL insurance. This is a common car rental scam in some 3rd world countries, but not in USA! MY CREDIT CARD COVERS FULL INSURANCE WITH ANY CAR RENTAL COMPANY AROUND THE WORLD, BUT NOT WITH ACE! Don't be fooled with fake low price when you book, you will be forced to pay much more at the time of pick up. Female clerk was very nasty and rude when I refused to pay extra for the insurance and asked to cancel my reservation. Please take your business somewhere else, just like I did.

2 years ago

star star_border star_border star_border star_border

GARY Venice, FL

Terrible!! Flew into Fort Meyers FL. with no signs telling me where to go to be shuttled to the OFF SITE location. When I called ACE, all the agent could say was to look for the signs. I waited just a few minutes once I got to the outside pick up location (it was only 95 degrees!!) However, once it was time to drop off the car, I nearly missed my flight waiting for the shuttle which took over 30 minutes to pick me up!! As for the car....well, lets just say it was FILTHY!!! The seats were dirty, the windows were disgusting and over all, the car smelled horrible!!! The attendant was on her phone talking with her family members about upcoming events while I paced around chewing my nails off waiting for the shuttle. Apparently, my dilemma was not her concern. I will definitely spend the few extra dollars for a more reputable company. BEWARE: IF YOU BOOK THROUGH HOTWIRE.COM, AND YOU SEE SOME SORT OF MYSTERY DEAL THING, YOU MAY END UP WITH THIS RAG TAG, COMPANY.

3 years ago

star star_border star_border star_border star_border

Nikole Williams Richmond, VA

I agree that if I could leave a negative star, I would. This is the absolute worst rental car company I have ever dealt with. You go in and one person is directing everyone to two offsite video chat staff who take your information. After 45 minutes of waiting to get to a video rep because one tablet stopped working, I finally get to start the process. And then you are asked to give your personal information with a room full of strangers sitting behind you. The pickup process is extremely inefficient and cumbersome. Had I not pre-paid through Hotwire, I would have cancelled the reservation at that point. Then, our flight was at 6 am and they only run from 7 am - 10 pm, so no shuttle service to take us back to the airport which was a huge inconvenience. To top it off, they charge my credit card $200 (not put a hold on it like most agencies) although I pre-paid for the car through Hotwire. When I say I will NEVER, EVER, EVER use this company again, I probably will not use Hotwire either because I might get them. They are the worse!

3 years ago

star star_border star_border star_border star_border

LisaB Giddings, TX

If it were possible to leave a negative star, I would. I rented a van for my SIL in Los Angeles (VANSRUS...which is who ACE uses for vans at this location) for their family of 5. At LAX, they waited for 45 minutes for their 'shuttle', which was a beat-up panel van with the name of the company written on a piece of paper TAPED TO THE VAN! Next stop: the rental site where they were given a van that was a step away from the lowest of the low. Vinyl everything. Few options. But the real circus started when they tried to charge my SIL for the rental, which I had paid in full months earlier! He called me to make sure that I had paid and I texted the receipt. Didn't stop them from trying again and again! They tried to run his card three times but Wells Fargo refused. They would allow them to put the deposit on it, which is standard for any rental, so they did. They take this stellar vehicle and leave. The return was worse. They get to the counter and are told they have no shuttles to get them to the airport. What??? Nope. So, they direct them to go next door to another agency and ask them to take them. When SIL asks if they have an agreement with that company to do that, he's told, 'Oh, yeah, we do it all the time'. So, they cross over several lots, suitcases and three little ones in tow, to the agency, where they are told, "You didn't rent from us. And we don't shuttle unless you rent from us." "But the guy over there said you had agreements and that you do this all the time". "No, he sends people over here to try and get us to shuttle them but we don't." They go back over to the agency, like a bunch of vagabonds, only to be told that they had no way to get them to the airport. I guess they couldn't use the van they had just dropped off? No. They had to call UBER to get to the airport! I had been in contact with both Hotwire, who I went through to secure the rental and ACE, to try and get some understanding and satisfaction from this whole ordeal. I just found out that ACE DID charge my SIL's card yesterday for the amount of the rental...3 months after the rental!! Hotwire said ACE wouldn't accept their voucher payment, which was news to me and they refunded the amount I had paid upfront. My next issue: getting ACE to refund the amount they charged my SIL. Unacceptable. Never will I ever enter into an agreement with ACE or Hotwire again. Fraudulent and immoral business practices are what we experienced.

3 years ago

star star_border star_border star_border star_border

dan Bel Air, MD

Never ever rent from Ace Car Rental. Having rented hundreds of cars in the US and abroad from almost every major company, I have never seen such unprofessional service. I rented from the Las Vegas airport location. They left me waiting for their shuttle for almost an hour in 106 degree heat. Their phone is on a loop so you cannot reach them by phone. Corporate was aware of this. They then insisted that I not use a debit card and promised to bill the debit card when I returned the car. When returning the car, they refused to use my debit card even though their own notes showed they promised to do so. As I was waiting, another customer was frustrated that they opened two hours late. I reached out to corporate and spoke with Christina, a manager. She emailed the Las Vegas manager who never returned my call. Christina said there was nothing else she could do. She claimed she had no manager (I'm sure she's not the CEO) and refused to allow me to speak with her manager. I told her I would write a complaint and she said that was fine as she handles all the complaints. Worst company ever!!!!

3 years ago