Reviews

This profile includes reviews for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ACE Rent A Car has 65 locations, listed below.

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  ACE Rent A Car

  934 E Washington St Indianapolis, IN 46202-3951

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  Aligo Rent a Car

  5505 Airport Way Four Points by Sheraton Kelowna, BC V1V 3C3

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  Aligo Rent a Car

  15269 104 Ave Inside Sheraton Hotel - Lobby Surrey, BC V3R 1N5

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  ACE Rent A Car - Toronto Pearson Int'l Airport

  5 - 6305 Northam Dr Mississauga, ON L4V 1W9

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  ACE Rent A Car

  2261 94th St East Elmhurst, NY 11369

Review Details

• Review fromMo S

  Date: 07/23/2023

  1 star

  Mo S

  Date: 07/23/2023

  I had a prepaid reservation at *** for 10:30 am. I have been waiting for ACE shuttle for 30 min and I had to call them and realized that they have no shuttle to *** (false advertising). Instead you need to get airport bus to middle of no where and their shuttle arrives with just 10 people capacity which you barely able to get the first one. I arrived late and my reservation cancelled! Agent was talking to me via screen! He dod not give me any chance unless with increased cost! Coming from overseas and being already jet lagged, I went again online and reserved another car fro them which was only available in 2 hours later with increased price. Also, the wait line to get into their so called remote agents is very long. I was so tired with tons of baggage that I did not want to go another rental.

  ACE Rent A Car

  Date: 07/25/2023

  Thanks for letting us know about your experience at our *** location. All off site rental companies at this airport are required to adhere to the double shuttle system offered by the airport. After taking the airport metro shuttle, our ******** are ready to take you a short trip over to the location.
  
  All ACE reservations are held for up to 4 hours after the reserved time to account for flight delays and traffic. If this was not the case, please reach out us at ************************************* or ************ so we can investigate. Looking forward to resolving your issue.
  
  ACE *************

• Review fromAbigail Z

  Date: 07/20/2023

  1 star

  Abigail Z

  Date: 07/20/2023

  Using Ace was the worst rental car experience I've had. 1. They requires you to take a bus (not the rental car transfer bus) to a stop where a van picks you up & takes you off site to their pickup location. This info was very difficult to find on the info page, in very small print.2. They are pushy trying to charge me $70 more than the quoted amount. It takes several attempts to refuse the insurance that they say is required. 3. They tell me I will be getting a van (minivan or 15 passenger van) because it's "supplier's choice." I didn't realize I'd be getting such a large vehicle (my fault). They will charge me an extra $50-70 for a guaranteed car. 4. I get a minivan & a warning light says its due for an oil change. The sticker shows it's ***** miles OVERDUE for an oil change. They are upset & rude when I ask for a different car. The 2nd van says its overdue as well but they removed the sticker. 5. The van made weird shifting noises. The gas gauge also did not work. 6. The following day I realize the rear break light cover has been smashed in. I can't think of where this could have happened & spend the next several hours dreading how much this will cost. Thankfully my partner took a walk around video of the van before leaving because the brake light was broken before we left the pickup location. 7. We go to drop off the car & show them the video. They assure us they have pics of it too & "should" get my refund (we'll see). They say the next shuttle (to bring us to the bus stop where we'll take the bus to ***) will arrive in 15-30min, despite previously reassuring us a shuttle runs continuously. Not trusting their track record & not wanting to miss a flight because of them, we take an Uber costing us even more. All in all, I will never use this rental car company again & highly discourage anyone else as well. They are rude & clearly not trustworthy. It would've been well worth the extra $50+ to use another company.

  ACE Rent A Car

  Date: 07/25/2023

  Hi *******,
  All instructions regarding shuttle can be found under the location at www.acerentacar.com as well as any of our partner sites. We will look into the clarity of these instructions to ensure that they do not add to the stress of travel. We have found your reservation and are looking into the conditions of the car you received. You will hear from us shortly at *************************************.
  
  ACE *************

  ACE Rent A Car

  Date: 07/28/2023

  *******, We have contacted the manager of the location and they looked into the condition of the vehicle. They will refund one days rental cost to you of $59.05 back to your credit card. As far as the oil change is concerned the vehicle had an oil change in late June but the sticker was not replaced with the correct information on it. Please allow up to 3-5 business days to see your refund. We hope that we can be of assistance in the future. Thank you.

• Review fromRichard G

  Date: 07/17/2023

  1 star

  Richard G

  Date: 07/17/2023

  i reserved a car for 8 days just to find out when i went to pick up the car i was not qualified. because i was not a resident. second i didnt have an airline ticket. when i rented the car i didnt know i needed to be a resident or need an airlline ticket. i called customer service the rep told me he didnt see any such thing and i didnt need a airline ticket. oh i forgot i didnt have a ride so i had to take an uber to the rental location. not airport but actual location). he insisted i go back and talk to the rep. i explained i dont have a ride. then me to call the ********* customer service. i spoke to ******, very nice and informative employee. she said i could have my fiance rent the car she's a resident. no need to switch the name on rental said do it at the location. she called LV location directly and confirmed. spoke to location manager, all is a go. my fiance and i get there were told again i cant rent the car, no resident. i explained to rep about ******. i asked if he saw notes from ****** he said yes. he left got a supervisor. she again told me i cant rent the car even with my fiance there. so i had to explain again about the ******. well the supervisor had to get the manager. the manager came out and guess what? told my fiance that she cant rent the car because the rental is in my name not my fiances. now ive been told 3 times the rental is not possible. so the manager on duty is not the same one that ****** spoke to. i heard the rep ask the manager to call him but the manager refused. i assume hes the manager on duty because he was dressed button shirt slacks and the others were in uniform. so the rep ask me for a proof of residency, i give him a receipt of nv energy with her name on it. said not enough he needs address and name. he has the drive license what more do you need. this is when the manager refused our rental and asked us to leave. said i was loud and would not rent. i explained the whole thing was not acceptable and he wasn't doing his job.

  ACE Rent A Car

  Date: 07/25/2023

  Hi *******,
  
  According to the terms and conditions listed on the *** website, an airline ticket is only required for international customers. We are investigating the discrepancy and will reach out to you when we find out more.

• Review fromBrian G

  Date: 07/14/2023

  1 star

  Brian G

  Date: 07/14/2023

  Was informed that ****** required that I purchase liability. Informed the agent ***** that I already have coverage , which I had on my phone. The form I signed says loss damage waiver. Which isnt a waiver but is an approval to purchase insurance. If I would have read the small print, would have realized it says is an agreement to purchase. Why would anyone purchase something they have. Call customer service and was told should have cancelled the day I got the car not when I got the final bill.

  ACE Rent A Car

  Date: 07/25/2023

  Hi *****,
  
  Thanks for reaching out to us. As we explained in the incident, we are unable to refund for charges that were signed for after the rental is completed. If you have any questions for a future rental, please don't hesitate to contact us.
  

• Review fromPhilip B

  Date: 06/23/2023

  1 star

  Philip B

  Date: 06/23/2023

  UPDATE: I called customer service again (third time). Had to tell the story all over again. Asked the guy on the phone to read the notes on the account. He said there were NO NOTES on the account. I asked for his name, it was THE SAME *****'ve talked to in the past. So there are no notes on the account because this guy isn't saving the notes when we talk. They keep saying they will have a supervisor call me back and they never do. *** responded on yelp to email customer care. I did. It's been 5 days with no response. Im short you bait and switched me and up charged me and left me no choice when you ran out of stock. --There is a poor process in getting to the location and poor customer service for handling stock. They overcharged me and customer service is not helping me. This entire process just to get to the rental center took up so much time. I pre-bookeed with a total rate was $134.28 for 2 days. Good deal right? WRONG. Since I was late and they did not have the car I wanted, they upgraded me and charged me a total of $304.20. Every other rental car company I have used has honored the original price AND in the event of being out of stock, they waive any upgrade fees. This is what should happen. It's not the customers fault that you ran out of stock. It's not the customers fault for being late when you have a poor transportation process of shuttling them to the rental location. The rep on iPad would not help ** either as he has no direct communication with the live staff. He up-charged us for a car we didnt want. When I was able to finally talk to a live person I got no help. All they did was tell me to call corporate. We called corporate, and the person on the other line kept trying to reiterate that we got charged more for upgrading. I repeat again, I DID NOT WANT AN UPGRADE. *** mishandled their stock and did not keep the car I wanted. I was late to the location because your transportation process is horrible.

  ACE Rent A Car

  Date: 06/23/2023

  Hello ******,
  Thank you for taking the time to write to us regarding your recent rental experience.The manager has refunded to you the full upgrade charge as an act of good faith. Normally when you arrive 4 hours or later from the time you are due to pick up the vehicle, as this reservation was not prepaid, the reservation is no longer honored. I hope you will allow ACE to assist you again in the future. 
  
  

• Review fromCarlos A

  Date: 06/23/2023

  1 star

  Carlos A

  Date: 06/23/2023

  Terrible experiencia rente un auto a 31 dlares el da cuando lo fui a retirar me dijeron que es 31 por da y 41 por otros cobros al da me.salia a a 72 dolares estafan alli

  ACE Rent A Car

  Date: 06/23/2023

  *****************,
  Gracias por tomarse el tiempo para escribirnos sobre su reciente experiencia de alquiler. Estaremos encantados de analizar estos cargos ms a fondo si nos enva un correo electrnico a ************************************* con toda su informacin. Espero que permita que *** lo ayude nuevamente en el futuro.

• Review fromC. H.

  Date: 06/21/2023

  1 star

  C. H.

  Date: 06/21/2023

  ZERO stars!!! This company is horrible. I said I didnt want anything extra on my rental and definitely didnt want insurance added as I even said to the agent I have progressive little did I know when I am initialing documents that a waiver means I want insurance??? I clearly already said no I didnt want it. I got the whole total amount and it was 500 something and I said why so much?? I am not getting anything extra on here am I??? She clearly said NO, you have a 250 dollar deposit! So the amount was close to what I thought without me getting a calculator out that I trusted her and completed my credit card transaction!! No a rental that was supposed to be 266 turned out to be 437!!! Unreal!! I think we all need a class action law suit because if this was done to me than it was clearly done to others!!

  ACE Rent A Car

  Date: 06/23/2023

  Hello *****,

  As discussed with you previously by multiple agents and managers, you signed and accepted the *** at the time of rental. ACE has a 0 tolerance policy regarding our counter agents forcing sales onto customers without their knowledge. In that effort, we have multiple points in the rental process that help protect both the agents and customers when it comes to transparency on their purchases:
  
  1. Signing for the additional purchase individually - This allows handwritten acceptance that you are accepting additional coverage. If you have any issues regarding your purchase, we encourage you to read the screen and/or ask questions to the agent
  
  
  2. Charging the card - When the amount does not add up to what you expected, you have no obligation to swipe your card and are encouraged to ask questions about your charges
  
  
  3. Rental documents - During the pick-up and return process you received documents that outlined your charges. Any dispute can be taken care of at the time of receiving these documents.

  I hope you will allow ACE the opportunity to assist you again in the future. 

  C. H.

  Date: 06/23/2023

  There is no way you have zero tolerance for this type of behavior for your agents!! 1. They either get commission for it and trick you (because I certainly seen nothing on a screen) or the company itself forces add on demands to the agents so they kinda feel forced to add things when they can to keep the job without being reprimanded!!! I said it before to you and other managers when I disputed my charges that I clearly said I didnt want anything extra and I certainly questioned why the amount was 500 something??? The girl replied that I had a deposit!!!! If she would have replied with you wanted extra insurance that totals 270 dollars than I wouldve known right away lololol but NOOO, she cant get a bonus that way. Good job ???? I would have never thought she added some type of insurance coverage when I said I HAVE FULL COVERAGE INSURANCE!! The guy manager at the ***** airport says he listened to the audio and heard me tell her that I had progressive but I said I wanted basic coverage as well lololol NEVER did I EVER say I wanted something extra!! I said I DO NOT WANT anything extra and she replied again NOO you dont have anything extra!!! Heartless!!! But when this company is a straight up defender of the scam, claiming that I initialed these things!! I was scammed and I know I was!! People please DO NO RENT from ACE!!!!We alll need to find a lawyer for a class action law suit for real!!! These people cant keep getting away with this type of behavior!! If I wanted those extra fees I certainly wouldnt be sitting here trying to make a dispute for something I wanted!!! Listen to the audio at the counter I was at and you can hear the truth!!!!! Or was that manager lying to that he heard the audio???

• Review fromMike M

  Date: 06/20/2023

  1 star

  Mike M

  Date: 06/20/2023

  When we arrived the lady behind the desk seemed annoyed and rushed through the paperwork. The employees expect you to know the ins and outs of the company policies and want you to pay for every add on. I did pay for the pre paid gas tank on the advice of the employee. Returned the vehicle with a full tank of gas and was still charged for the prepaid at the time of check out. Called to ask about the refund and was told no refund and will not do so cause pre paids are prepaid, and to bad. Hostile attitude on the phone and no help they do not value their customers.

  ACE Rent A Car

  Date: 06/23/2023

  Hi ****,

  Thank you for taking the time to write to us regarding your recent rental experience. Regarding the prepaid fuel, there is no refund if the vehicle is returned with fuel as it was a service that was added on at the beginning of the rental. Thank you for bringing to our attention the customer service that was provided to you so that we may work towards bettering our service all around. I hope you will allow ACE to assist you again in the future. 

• Review fromToni E

  Date: 06/13/2023

  1 star

  Toni E

  Date: 06/13/2023

  They left us stranded with a baby after I already paid.

  ACE Rent A Car

  Date: 06/14/2023

  Hi ****,

  Thank you for taking the time to write to us regarding your recent rental experience. I regret to hear of what occurred and wish to look into this further for you. If you don't mind emailing us at ************************************* with all your information so that we may look into this further for you. I hope you will allow ACE to assist you again in the future. 

• Review fromLinda M

  Date: 06/09/2023

  1 star

  Linda M

  Date: 06/09/2023

  Last day of vacation we were getting ready to leave to meet with friends for breakfast before going to airport to return the car. The car wouldn't start. I immediately called ACE at ***** Airport, explained to the man who answered the phone that we couldn't get the car to start - wouldn't do anything. I told him that I have to get to the airport to catch my flight. The guy was very rude told me that I would need to have the vehicle towed at my expense! I told him that it wasn't my fault the car was acting up and I need someone to come get me so we won't miss our flight - breakfast plans were cancelled thanks to this car. He said that ACE doesn't provide tow trucks or transportation to the airport. I was ******. I told my friend what he said and told her I was going to see if I can get this car to start. We went back out it had been about 1/2 hour and tried to start the car. The car did start - it had a bunch of warnings on the dashboard - "Warning" "Not available system malfunction" the battery light came on, skid mark **** was on, 2nd "warning" came on the dashboard "Malfunction" 3rd warning on dashboard "Warning ************************ reduced service now". All the warnings kept flashing on the dashboard. I called ACE back spoke to the same person, told him about the warning on the dashboard. He said that I should drive the car to the airport. I told him I wasn't comfortable driving the car. He then said when I can pay to have it towed but if it was him, he'd drive it back without stopping. I needed to stop to put gas into the car so it was back on a full tank I didn't want to get charged additional fees. I stopped, didn't turn it off, filled it up, took it back to the airport. I had to ride the car on the shoulder because it didnt have power until the speed limit was on 50 then it would kick and drive. It was a very scary ride. They seemed like it wasn't a big deal. Because of this car, I missed breakfast with our friends and nearly missed my flight.

  ACE Rent A Car

  Date: 06/14/2023

  Hello *****,

  Thank you for taking the time to write to us regarding your recent rental experience. While I do understand the frustrations with the vehicle malfunctioning, looking into your account I do see that you did not purchase the roadside assistance which is why the tox would be at your expense. Regarding the agents customer service, this will be addressed with the agent and the management of the location to improve the service. I hope you will allow ACE to assist you again in the future.