Ace Rent A Car
1.3
1.3
LAST UPDATED: April 28th, 2024
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.
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.
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.
The Bottom Line
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Steve Stinnett
I had a rental for a mid size car. We arrived at the airport at the time we had our reservation and were told they only had ugly minivan or we had to pay a huge upgrade fee to get a jeep. That's not what we reserved and not what we wanted. That's a joke and a ripoff. I would avoid this place unless you want to pay additional fees.
3 weeks ago
Emily Walters Detroit, MI
I rented a car for 4 days at DFW airport, The man that was checking me in was explaining that there would be a $300 deposit that would come off of the charges. Ok, fine. Then I get a charge for $690 plus a separate $300. I called and questioned the large charges and am told that because I took the basic insurance that was why my fee was so high. The insurance was more than the actual car. There were not any prices on the sign that was on the counter for insurance. Had I known how much it was, I would have said no way. Not a great way to run a business. Be honest and upfront. I was in a stressful situation due to a family member that was having emergency surgery.
2 months ago
Gene Boston, MA
Ace Rent a Car filed a claim for damage after I returned their vehicle, it was inspected and no damage was recorded.
Rented a car at Tampa airport. The car was inspected, no damage was noted. Returned to the same location five days later. Ace attendant inspected the car, no damage noted, emailed me a receipt (twice) reflecting a payment in full with no damage deposit retained.
A week later I get a bs email from a company in TX claiming damages for $1500+. Included was a fake “estimate” and a fake “accident report” with a note saying that I refused to sign it.
Now, I’m reading Ace feedback and see that this is their standard practice.
Another common scam that they use is “supplier choice” car. If you choose “supplier choice” car because the rate seems to be attractive , but their “choice” will be a two seater huge truck that you do not need. If you want a smaller car, you’ll have to pay extra.
3 months ago
Kari Greer Renton, WA
We were exceptionally pleased with ACE at the Minneapolis airport. Quick shuttle ride to their off-site, but very close, location. Got the size vehicle we had requested. They had it ready and waiting for us and we hopped right in and we’re on our way. Return was easy and the shuttle was right there to take us to our departure gate. Counter, site, and shuttle staff were all great!
9 months ago
Reply from Ace Rent A Car
Hi Kari,
I am happy to hear that your rental experience in Minneapolis was great. I love to hear how wonderful our staff did in assisting you. I hope we will be able to assist you on your future ACE rental whether in Minneapolis or one of our many other locations. -Alex
I am happy to hear that your rental experience in Minneapolis was great. I love to hear how wonderful our staff did in assisting you. I hope we will be able to assist you on your future ACE rental whether in Minneapolis or one of our many other locations. -Alex
Jul. 28th, 2023
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.
2 years ago
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
Vladi C Bucharest, B
Stay away from them !!! They are credit card thieves and ripped me off 150$ .Also they take you from the airport and after 30min arrived at them rental office to take the car . At check out they ask me to pay 50euro to drive me back to airport.
2 months ago
cindy reed
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. I am very disappointed with this situation and I would advise against anyone too please do not rent a vehicle from this company.
4 months ago
catguis Rochester, NY
My friend and I rented a car from Ace at ABQ in late October for 5 days. We were very pleased with the whole experience we had with ACE. The clerks at the desk on arrival were exceptionally patient with us and accommodating. The car was in clean and in perfect running order. We were also pleased with the return procedure. We look forward to dealing with ACE Rent A Car in the future.
1 year ago
Reply from Ace Rent A Car
Catguis,
Thank you for the kind review. We look forward to taking care of your rental needs again in the future.
Have a nice day,
ACE Customer Care
Thank you for the kind review. We look forward to taking care of your rental needs again in the future.
Have a nice day,
ACE Customer Care
Nov. 22nd, 2022
Sharon Smith Jackson, MS
9/17/22 - 9/22/22 I rented a car through Ace Car Rental in Aurora, CO and was extremely pleased with the experience. The shuttle from the airport was timely and very clean. The rental agent, Lorenzo, was helpful and friendly and, though he did offer all of the "extras" such as insurance, upgrades, etc., he did not try to pressure me into accepting them. The car we received was practically new, very clean and comfortable and much more affordable than their competitors. The return process was seamless. I had read some awful reviews and was honestly very nervous about using Ace but was super pleased with my experience and would definitely use them again.
1 year ago
Reply from Ace Rent A Car
Thank you for your kind review Sharon. We look forward to welcoming you back soon. Kind regards, Ace Customer Care
Sep. 29th, 2022
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.
2 years ago
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
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
2 years ago
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!
4 years ago
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.
5 years ago
Jim G Cheshire, CT
Ace Rent A Car accused me of damaging the rental vehicle. Any damage to the vehicle occurred before I rented it and took possession. I am currently charged $65.00 for a spot that can barely be seen. I took pictures before leaving the lot. It was at night and the pictures were blurry, however, I didn't expect to need them anyway. I was wrong. I wonder how many other customers were charged for the same "dot" ? I've disputed the amount charged with my credit card company, and filed a complaint with the Better Business Bureau. I was not surprised to see so many complaints on the BBB website regarding Ace Rent A Car.
6 months ago
Reply from Ace Rent A Car
Hello Jim,
Thank you for taking the time to write to us regarding the charge on your account for the damage. It is recommended to always take photos and videos of the vehicle upon pick up. If you would like this to be reviewed further you can contact us at [email protected] with your booking information and any additional information you would like to provide. I hope you will allow ACE to assist you again in the future. -Allie
Thank you for taking the time to write to us regarding the charge on your account for the damage. It is recommended to always take photos and videos of the vehicle upon pick up. If you would like this to be reviewed further you can contact us at [email protected] with your booking information and any additional information you would like to provide. I hope you will allow ACE to assist you again in the future. -Allie
Nov. 10th, 2023
Nancy Viola
I rented a car at the Orlando airport. The agent first tried to get me to buy the unlimited tolls. When I told her I was only going to Disney-world she continued to try knowing that there is only one toll and it’s a cash told. Then she told me I had to buy liability insurance even after I told her no and I wanted to use my insurance. She told me that in the state of Florida you must buy it. Go to find out that is not true. I understand to try to up sell but to lie about what is needed is unacceptable . Also the car maintenance light came on. Looking at the maintainer tag it was well overdue. Of course it went on after we left .
7 months ago
Reply from Ace Rent A Car
Hi, Nancy. Thank you for taking time to share feedback on your rental experience. I hate hearing that you did not have a positive experience at our Orlando location and appreciate the helpful feedback. If there is anything else that we can assist with, please do not hesitate to reach out to [email protected].
Oct. 19th, 2023
Jayson Tamayo Surrey, BC
Avoid this company at all cost. They are all there to scam people! The agent (Ivan) will do everything to the point where he will lie to you with a straight face just to sell you the basic insurance. I told him that I have with me the copy of my insurance from BC which will cover for everything but he told me that their company ACE does not accept any insurance from outside and insisted that I will need to get the basic insurance in order to be allowed to drive a rental car in california which of course is a big LIE! I found out about it when I read the reviews the next day and I immediately emailed the customer service to complaint. They told me to attach in my email the copy of my insurance from home and they will reimburse it but of course they lied again! This agent Brandon has the face to tell me that there will be no reimbursement because now he is telling me that the customers have all the right to decline. How can you decline if your agent already lied to you by saying you need their insurance in order to drive a rental car in California and muy insurance from home is not accepted by ACE. If there is someone from higher ups who can read this please rech out to me. RA# LAX-160219
Jayson
7 months ago
Reply from Ace Rent A Car
Hi, Jayson. Thank you for taking time to provide feedback on your rental experience. I hate hearing that you haven't been satisfied with the service that you have received. It looks like the location did in fact use your insurance, but the additional charge was for the reimbursement liability waiver which is additional coverage that you opted into on your rental agreement. Additionally, your rental vehicle was upgraded for you at no cost. If there is anything else that I can assist with, please do not hesitate to reach out at [email protected]. We hope to have another opportunity to serve your rental needs in the future. -Alexis B.
Sep. 27th, 2023
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.
2 years ago
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!
We look forward to helping you further!
May. 9th, 2022
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.
2 years ago
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
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.
4 years ago
Jess Tatarelli
The manger offered me no type of resolution for the incompetency of his employee and just continued to yell and state that his employees can cancel your reservation at any point without your approval and create a new reservation for you.
DO NOT USE THIS PLACE. It’s sketchy, the people are just scamming you. It’s my fault for not seeing all these reviews.
If anyone from corporate sees this, please reach out to me.
8 months ago
Reply from Ace Rent A Car
Hi, Jess. Thank you for providing feedback on your rental experience. I hate hearing that you were not satisfied with the service that you received at our Los Angeles location. I would be happy to look into this but will need some additional information in order to do that. Please reach out to [email protected] with your full name and confirmation number beginning with 3 letters followed by a series of numbers. I look forward to being able to assist further.
Sep. 18th, 2023
Laura Orlando, FL
They didn’t tell me how I needed my own insurance on hand and never told us the price or showed us the price before booking. The renter scammed me by knowing I was freshly 25 and a woman, thus making me spend 125$ more than my original $75 car rental. No communication was clear and now I’m getting no help. Also the car system barely works and keeps shutting down and needs an oil change right when we got into the car. I honestly feel unsafe.
8 months ago
Reply from Ace Rent A Car
Hi, Laura. Thank you so much for taking time to provide feedback on your rental experience. I hate to hear that you were not satisfied with the customer service and quality of the vehicle that you received at our Orlando location. Regarding insurance, we do require all renters to provide their own full coverage insurance or purchase collision coverage from ACE for the duration of the rental. This information can be found in our terms and conditions when booking the rental as well as in the rental agreement upon vehicle pickup. If there is anything else that we can do to assist, please send us a message at [email protected] with your confirmation number and name as well as any additional details or documentation that you might have. I hope that we will have another opportunity to serve your rental needs in the future. -Alexis B.
Aug. 30th, 2023
Salim Bhaidani
Beware of this rental car company. They are scam & fraud. They called me after four days of dropping off the car that it has damages. They sent me the pictures of the car which I didn’t even rented. They sent pictures which they have saved in past for damaged vehicle. I am sure they have sent same pictures of windshield and wheel rims to other customers to get money from them. They emailed me those pictures and charged $2300 on my credit card. It’s good- I had taken pictures and videos of the vehicle when I dropped off. I just read past reviews of other customer and their claim was the same(windshield & rims). Just pay more for rental company but rent from reputed national brand. Beware if you receive same pictures I have attached here.
9 months ago
Reply from Ace Rent A Car
Hello Salim,
Thank you for taking the time to leave a review. With the provided information, we are unable to find your reservation. Please reach out to us at [email protected] or 844-874-3966 so we can investigate further and look into your case further. I hope you will allow ACE to assist you again in the future.
Thank you!
ACE Customer Care
Thank you for taking the time to leave a review. With the provided information, we are unable to find your reservation. Please reach out to us at [email protected] or 844-874-3966 so we can investigate further and look into your case further. I hope you will allow ACE to assist you again in the future.
Thank you!
ACE Customer Care
Aug. 2nd, 2023
Imogene Drummer West Roxbury, MA
I arrived in Charlotte, NC on July 13, 2023, and reserved a full size car through Priceline. Once we arrived at Ace Rental, I was informed there were only midsized cars available, and that’s the bottom line. When I inquired about the pricing, we were quoted only $17 would be taken off of the full-size price ($288 for 3days), and we were a party of five w/ luggage. When asked could we cancel, the answer was you have to cancel yourself, in which we did. then we headed back to the airport and was able to rent a minivan (2022) for $252 for 3 days. On top of the POOR customer service. you tell me what’s wrong with this picture.
10 months ago
Reply from Ace Rent A Car
Hello Imogene, thank you for providing feedback on your experience. We apologize that we didn't have the fleet availability to provide the vehicle you reserved. At that time we were overbooked for many reasons, however that is not at all the kind of experience we want our customers to have when visiting us. We are very happy to hear that you were able to find a rental that accommodated your needs, and was a reasonable price for you. We hope for the chance to provide you with a much better experience in the future at one of our many locations.
Jul. 26th, 2023
Review Source
Kimberly Parker Richmond, VA
If I could give them a MINUS zero's I would. They are both ACE/NIFTY car rental and truly this experience with them has been a nightmare. I have already wore out Hopper for even having them on their platform and renting cars to customers via their business. I rented a car on June 23rd, 2003 and returned that oldER Kia Rio to them on June 26th, 2023 not only was I charged $400 Security Deposit that has yet to be returned after telling their spew of 7-10 business days your monies will be returned onto your credit card, this is a bold lie they tell you. I reported to my credit union immediately and just today the lady from NFCU after the conference call with their New Orleans location person Michelle after speaking to Susie the days prior said this sounds very unprofessional. I call it SHADY and SHOTTY business practices and never ever did I go through this with Thrifty, Avis and Hertz EVER, I got my hold on my card within 48 hrs. I am told that the merchant NIFTY/ACE has placed a further hold onto the 400 until July 23rd for some crazy reason even my own credit union whom I've been a member since my military days 34yrs ago doesn't understand and apologized although they are indeed keeping the investigation and dispute ongoing. I have reported this entity to Federal Trade Commission, BBB and also Louisiana US Atty General Office and I'm calling an attorney Monday morning and seeing how I can begin a Class Action Suit against this company so they NEVER EVER do this again to anyone. As a retired federal police officer I'm also going to see if my friends know someone at FBI I can have also investigate this company. ETHICAL Business practices this car rental doesn't abide by at all.
10 months ago
Reply from Ace Rent A Car
Hi, Kimberly. Thank you so much for taking time to provide feedback on your rental experience. I hate to hear that you were not satisfied with your rental experience. I can see on our end that we've refunded you for the $400 deposit. If there is anything else that we can assist with, please reach out to us at [email protected]. I hope that we will have another opportunity to serve your rental needs in the future.
Aug. 30th, 2023
Lourdes W.
This company is a true scam. I rented a Nissan Rogue from the Ft Lauderdale location two weeks ago. I not only upgraded, got the toll device but also the car insurance which was told to me covers the entire car should an accident, stolen or an incident as was told to me by the agent. I drove the car to my parents home in Miami and did not drive behind trucks with gravel or loose rocks. Upon returning the car to Ft Lauderdale, the agent indicated I had caused damage to the car indicating the windshield was damaged. Folks, it was a pin size dot which did not penetrate thru and there were other tiny dots on windshield. I immediately asked to speak to the manager of whom was not on site. I mentioned to the agent I purchased full car coverage insurance and he requested my paperwork I received upon getting the rental. I asked for the paperwork back and the agent refused to provide indicating those are Ace rent a cars. I demanded the paperwork given I was provided that and needed for documentation purposes. Finally, the agent complied. After two days, I reviewed my credit card for charges and Ace charged me an additional $305. I contacted the Ace Rent A Car customer service explaining the situation. The rep indicated the insurance did not cover for windshield damage. I immediately replied this is not correct because when I purchased the insurance, I was told this covers the ENTIRE car. How is the windshield not covered. With no resolution, I contacted my credit card customer service and told them the charges were not authorized and are fraudulent. I rent cars often for travel and no wonder Ace Rent A Car is one my company has rented from as I had the unfortunate situation. DO NOT RENT FROM ACE RENT A CAR AS THEY ARE LIARS AND MAKE FALSE DAMAGE CLAIMS.
11 months ago
Reply from Ace Rent A Car
Hi, Lourdes. Thank you for taking time to provide feedback on your rental experience. I hate to hear that you were not satisfied with the service that you received at our Fort Lauderdale location. After looking into this incident, it sounds like the insurance that was purchased on this rental was collision coverage, which unfortunately does not cover windshield damage. If there is anything else that we can do to assist, please contact us at [email protected]. -Alexis B,
Aug. 30th, 2023
Stephanie Neuling
They did not discuss pricing with us when picking up our car at FLL airport. I made reservation through Priceline for $126 for 5/10-5/14. When we went to get the car I put the reservation under my name instead of my husband so they told him to wait for me. I got there and handled everything. Normal questions do you need ins-no we use our own and provided name of company. Do you need toll pass-I said no have one. We see you have another driver l-yes my husband and I showed her a pick of his license because he was on the phone. She stated $200 hold on card. We left and returned the car on Sunday and I noticed today 5/17 we had a charge of $312 on our credit card. They charged for additional driver and said I never told them about insurance. I stated yes I did tell you about insurance and she said was never documented nor was I told about the extra $41 for husband driving. They would not work with me at all and stated rental was closed nothing they can do. Be very cautious and make sure you verify everything with them before you leave the counter.
I know they can be overwhelmed but to act like it was never stated is a lie. Guess I should always check everything with the agent and ask about any extra charges.
We rent cars monthly in Florida and have never had this happen before.
1 year ago
Reply from Ace Rent A Car
Hi Stephanie and thanks for reaching out about your experience at our Fort Lauderdale location. Thanks to your detailed response, we were able to find your reservation and have opened up a complaint on your behalf. You will hear from us shortly at [email protected] with our findings. -Richard W.
May. 19th, 2023
[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
2 years ago
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.
3 years ago
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.
3 years ago
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
4 years ago
Scott Perdue St Louis, MO
I booked a car here despite the poor reviews because I assumed most others just didn’t read the fine print and didn’t know that, for instance, you need printed proof of CDW coverage from your credit card to avoid being charged for superfluous insurance. I knew all of this and when I arrived and checked in, everything seemed to go smoothly. I was planning to drive south to West Palm Beach and I didn’t want to have to worry about tolls, so I purchased the ~$60 toll package. Everything was fine. When I returned the car, everything seemed fine. I was ready to leave a positive review.
Later, I get the final bill emailed to me. I see a $75+tax “drop fee.” I assumed it was a mistake, but I looked at my credit card and saw that I was charged this additional fee. I emailed Ace and they said “since you rented the car in Orlando and returned it in Tampa, you were charged a drop fee.” The problem? I RETURNED IT TO ORLANDO, the same exact location I rented it from. After a few emails back and forth that got nowhere (just some supervisor telling me that I returned it to Tampa), I’m currently in the process of disputing the charge with my credit card company. I can prove that I was in Orlando, as I flew out an hour after I returned the car, but Ace simply stopped replying to my emails.
ACE now claims that I "left the car in the airport parking lot with the keys under the floor mat on the driver's side." THIS ABSOLUTELY DID NOT HAPPEN. I have proof that shows my location history for the day that shows that I dropped the car off exactly where I was supposed to. I pulled into Ace in Orlando, exactly where I rented the car, and I completed the checkout procedure with the person on duty. THEY ARE ABSOLUTE CRIMINALS AND I WILL CONTINUE TO SPREAD THE WORD ON EVERY REVIEW SITE I CAN FIND UNTIL THEY REFUND MY $88.21.
1 year ago
Reply from Ace Rent A Car
Hi Scott and thanks for reaching out to us about your experience at our location. Thanks to your detailed response, we found your reservation and will be reaching out to the location to get more information on your behalf. We will reach out next from [email protected].
May. 19th, 2023
AngryAtAceCarRental Olympia, WA
The day after returning the car, I was woken by a phone call accusing me of not having returned it, despite the fact I'd filled out an incident form when I returned the car because I had noticed a chip in the windshield. I missed the chip during initial inspection despite noting many other dings and scrapes. They are holding my $200 damage deposit despite me having paid a large additional fee for the comprehensive insurance. Since this has happened have found several other people that have been charged as much as $2000 for a chip, not a crack, in a windshield. These guys are scam artists, avoid!
1 year ago
Reply from Ace Rent A Car
Hi,
Thank you for your review. If we may be of further assistance please do not hesitate to reach out to [email protected]. When you reach out please also provide your ACE confirmation number. This will begin with three letters followed by seven to eight numbers.
Kind regards,
ACE Customer Care
Thank you for your review. If we may be of further assistance please do not hesitate to reach out to [email protected]. When you reach out please also provide your ACE confirmation number. This will begin with three letters followed by seven to eight numbers.
Kind regards,
ACE Customer Care
Apr. 28th, 2023
Gabi Newman
If I could give 0 stars I would. Ace is by far very unprofessional and lacks the spirit to help their guests. Here in Atlanta Georgia, it’s our first time being here and there was only one lady working the register. She walked away multiple times with a huge line leaving the area unattended and walked away to start a conversation with one of her other coworkers when she knew there was still a line. We are currently waiting 40 minutes past the time she said we’d have our car and we made this reservation a week before our trip. Ace clearly knew our flight and when we’d be arriving and yet we got here and they don’t even have our car ready along with the other 20 guests waiting for their car. I don’t recommend renting a car from here ever.
1 year ago
Reply from Ace Rent A Car
Gabi,
Thank you for your review. If you can email us at [email protected] I would be happy to send this over to the rental location. I'll just need your ACE confirmation number as well beginning with three letters followed by seven to eight numbers.
Kind regards,
ACE Customer Care
Thank you for your review. If you can email us at [email protected] I would be happy to send this over to the rental location. I'll just need your ACE confirmation number as well beginning with three letters followed by seven to eight numbers.
Kind regards,
ACE Customer Care
Apr. 28th, 2023
Carinne Murphy St Louis, MO
I have never had an issue with ACE in Minneapolis, MN until this trip. At pick up I signed a rental agreement. The service person told me I would need to return the car on a particular date and at 10:29am. When I stated that was too early, the person told me to wait in the airport and come back at a later time to sign a new agreement with the return time a few hours later. I complied and signed the second agreement.
Through out the week I received no confirmations nor emails like I generally do from ACE. I was very busy, so decided the night before to call ACE and confirm car drop off instructions. They informed me I STILL needed to come by 10:29am! I explained for 3 hours and to 4 different people that I signed a second agreement. No one could find it. And the workers were rude throughout. When I asked for a supervisor or corporate number I was either told those numbers didn’t exist or they pretended they could no longer hear me through the phone.
The next day I dropped off as instructed EARLIER than 10:29am. As usual a sketchy man in a black ACE uniform took my bags out the rental car and told me to leave the rental keys in the car. I put the rental key into the car and had all my bags removed EARLY and BEFORE 10:29am. There was a blizzard the night before so I woke up extra early to ensure I had plenty of time to drop it off timely.
I kept my first text from ACE hours later stating I never dropped off the rental!!! I certainly did!!! I got the same terrible supervisor and was told they would look into. Again, he asked if there was anything he could do to help, and when I asked for a corporate number or supervisor number to make a complaint I was told no numbers exsisted.
I have found these numbers and will be making a formal complaint.
1 year ago
Reply from Ace Rent A Car
Carinne,
Thank you for your review and I'm sorry to hear of your rental experience. I've gone ahead and opened a ticket on your behalf so we may investigate this further for you. When I receive additional information I will update your case accordingly.
Kind regards,
ACE Customer Care
Thank you for your review and I'm sorry to hear of your rental experience. I've gone ahead and opened a ticket on your behalf so we may investigate this further for you. When I receive additional information I will update your case accordingly.
Kind regards,
ACE Customer Care
Apr. 4th, 2023
Review Source
Jenny Adams Tampa, FL
To start I didn’t even know that the ace office which is actually a shack outside the airport, was located where it was. I had to call that office to get picked up by a sketchy guy and that was very scary, The car provided was in really bad condition, the passenger window was cracked, the car was old and had over 89k miles on it, it shakes when you went above 60 miles per hour. The tank was not full, it was 3/4 full and inside was really dirty and not maintained properly. The tires were old as well. I felt very unsafe driving that car. Driving this car was very dangerous and I used it as least as I could so I didn’t have to feel so unsafe. The car destroyed my plans I had as I limited the use and places I needed to go. The return was another story. I didn’t know I had to pay 15 dollars for parking and leave the car open with car keys and ticket at a specific location of the terminal. Again more inconvenience for me to add. I will never rent a car with ACE again. Overall the worst experience I ever had. Please go with any other rental car company and not ace. I gave plenty of pictures I took to prove I am not exaggerating.
1 year ago
Reply from Ace Rent A Car
Jenny,
Thank you for your honest review and I apologize to hear of your rental experience. At your earliest convenience please email us at [email protected] so we may look into this further for you. When you reach out if you can also include your ACE confirmation number that would be helpful. This will begin with three letters followed by seven to eight numbers.
Kind regards,
ACE Customer Care
Thank you for your honest review and I apologize to hear of your rental experience. At your earliest convenience please email us at [email protected] so we may look into this further for you. When you reach out if you can also include your ACE confirmation number that would be helpful. This will begin with three letters followed by seven to eight numbers.
Kind regards,
ACE Customer Care
Jan. 27th, 2023
Nonniey
Charleston South Carolina Ace Rental (Advertises self as an Airport Car Rental).
Arrived at Airport (flight was late). Find out ACE rental isn't on Airport. Call office - get answering machine asking to leave a message. An hour later I manage to Flag down ACE van in drop off zone. Driver refuses to take me to office as I'm not listed for pick-up. Gives a working office #. Call it. Office says they gave away car and have none left as I wasn't within their one-hour grace window (Reminder they claim they are an airport car rental service). Get car from Thrifty costing me $360 more than what I had planned/ reserved with ACE for (better vehicle though). Can I give them less than a star (they don't deserve even 1)?
1 year ago
Reply from Ace Rent A Car
Thank you for your review. I'm sorry to hear of the troubles you faced whiled renting with us. Please email us at [email protected] so we may look into this further for you. Please also include your confirmation number. This will begin with three letters followed with seven to eight numbers.
Nov. 2nd, 2022
Sam Inoue-Alexander Edgewood, NM
We reserved a car online to be picked up at the Denver Airport. When booking, we were never told that the rental could not leave Colorado. We were planning to go to New Mexico, so we figured the unlimited mileage would be adequate for this. Only when we arrive and checked in did they let us know that leaving the state would incur a $350 fee. We had no choice but to accept this because we had to get to New Mexico. What a scam, what’s the point of unlimited mileage if you cant leave the area?
Also, workers are very pushy to get you to buy their extra insurance. I had to insist multiple times that I had my own coverage and did not want to purchase additional coverage.
Budget car rental places like Ace look inexpensive online, but when it comes down to it, they hit you with all sorts of fees, restrictions, and add-one that can make them more expensive and troublesome than other more expensive rental companies. You get what you pay for.
1 year ago
Reply from Ace Rent A Car
I apologize of your experience. This restriction is something that is listed in our terms and conditions on our website as well as Expedia's policies. The restriction specifically states "Vehicles are restricted to Colorado". I do apologize for any inconvenience this may have caused. Thank you.
Oct. 13th, 2022
John Marshall (Golf Instructor) Los Angeles, CA
If I could give less than no stars I would. My rental was in Los Angele. There were four people ahead of me in line and it took nearly an hour to get to the window. At every car rental company I’ve ever done business with they ask you if you want additional insurance coverage which I understand but I always decline as I have a good policy that covers rental cars. I have never been asked to sho proof of coverage. Until yesterday from Ace. Since I didn’t have an insurance card they told me I had to purchase their minimum insurance which for an 8-day stay nearly doubled the cost of the car. Don’t EVER rent a car from this companY!
1 year ago
Reply from Ace Rent A Car
I'm sorry to hear of your rental experience. Please email us at [email protected] so we may further investigate this for you. Please provide your confirmation number as well. This will begin with three letters and be followed with seven to eight numbers.
Sep. 15th, 2022
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 year ago
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
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 year ago
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
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!!
1 year ago
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
1 year ago Edited July 5, 2022
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.
1 year ago Edited June 1, 2022
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
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
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!
2 years ago
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
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.
2 years ago
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
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.
2 years ago
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
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?
2 years ago
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!"
2 years ago
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.
2 years ago
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
2 years ago
