Business Profile
Auto Rentals and Leasing
ACE Rent A CarHeadquarters
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Reviews
This profile includes reviews for ACE Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
2.06/5 stars
Average of 305 Customer Reviews
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Review fromR. S
Date: 12/11/2022
1 starR. S
Date: 12/11/2022
Beware ! They forced me to upgrade my rental at ******************* Airport stating the "suppliers choice rental" was a pick-up truck. The area where you do the paperwork and rental pick up are not the same, so I was unable to see the actual car selection until I got to the lot ready to leave. I was traveling with 2 children and a pick-up truck was not going to be an option for us, so I had to pay for the upgrade (an additional $10 a day which worked out to be $75). Then I was told I needed to purchase the toll package. I stated to the gentleman named ************ know there are no tolls on my route I have driven it many times before, he insisted I get the toll package (an additional $55) as some roads may not be accessible due to recent hurricane damage to that area and I would be charged $30 additional for each toll that i went through if I didn't have the toll package. I did not hit 1 toll my entire trip as I had expected. Also, when I went to get the rental car there was no pick-up trucks anywhere in the rental lot. This rental which was the most affordable for me went from $191 to $329.07. I contacted *** to speak to a manager and explained what happened the day of the rental and the agent named ****** who was very nice stated she would have a manager contact me back. Still no word from a manager!ACE Rent A Car
Date: 12/14/2022
*****, Thank you for your review. Suppliers' choice is not a set vehicle choice this can be anything from a pickup truck to a 12-passenger van. This is set by the location at a discounted price due to the randomness of what could be offered. In this case, the upgrade charge is valid because you are upgrading to secure a specific vehicle type. Unfortunately, no refund can be provided for this. Unfortunately, since the tolling was signed and accepted in the rental contract no reversal can be provided for this as well. Thank you, ACE *************ACE Rent A Car
Date: 12/14/2022
*****, Thank you for your review. Suppliers' choice is not a set vehicle choice this can be anything from a pickup truck to a 12-passenger van. This is set by the location at a discounted price due to the randomness of what could be offered. In this case, the upgrade charge is valid because you are upgrading to secure a specific vehicle type. Unfortunately, no refund can be provided for this. Unfortunately, since the tolling was signed and accepted in the rental contract no reversal can be provided for this as well. Thank you, ACE *************ACE Rent A Car
Date: 12/14/2022
*****, Thank you for your review. Suppliers' choice is not a set vehicle choice this can be anything from a pickup truck to a 12-passenger van. This is set by the location at a discounted price due to the randomness of what could be offered. In this case, the upgrade charge is valid because you are upgrading to secure a specific vehicle type. Unfortunately, no refund can be provided for this. Unfortunately, since the tolling was signed and accepted in the rental contract no reversal can be provided for this as well. Thank you, ACE *************R. S
Date: 12/14/2022
Although I chose suppliers choice the vehicle they were stating I would get wasnt not even there . That is why I say it was a forced upgrade. There was NO PICKUPS at the airport to give me even though that is what they were stating I was getting seeing me standing there with 2 small children.Review fromAbdaelalah A
Date: 12/01/2022
1 starAbdaelalah A
Date: 12/01/2022
I had the worst experience with AEC. I booked a car through Hotwire, once I arrived to the office Ive been misguided and tricked by one of the employees who charged me more than $150 extra. Plus, the $200 deposit never came back nothing was clear with them.ACE Rent A Car
Date: 12/06/2022
Thank you for your honest review. If we may further assist you in any way please reach out to our customer care email. Our email is **************************************ACE Rent A Car
Date: 12/06/2022
Thank you for your honest review. If we may further assist you in any way please reach out to our customer care email. Our email is **************************************Review fromJohn D.
Date: 11/27/2022
1 starJohn D.
Date: 11/27/2022
Two tolls incurred in ******* over for days. Billed for $56.85 including a bs $16/day processing fee. Fortunately my bank declined the charge. Untrustworthy and shameful.ACE Rent A Car
Date: 11/30/2022
****, Thank you for your review. The 16-dollar fee is outlined within the rental contract in the explanation when you decide to opt-out of the toll pass. I apologize that you did not see this but this is communicated prior to the vehicle being given to you. Kind regards, ACE *************Review fromDawn C
Date: 11/18/2022
1 starDawn C
Date: 11/18/2022
Booked a car thru Priceline for ACE in ******************** Airport. Arrived at 8pm on 11/10/22 to ACE counter, no one in line. ******,older female, didnt even say hello or look at me for 10 mins while she played w/car keys in a drawer. She took my ID & asked for a credit card to put a $300 deposit on for any damages. My sister asked why if the car was already paid for and she said Im only speaking to the person on the reservation so please shut your mouth and let me say what I have to say!!! We kept composed and she next tried to bully me into purchasing your insurance saying shed never heard of it so it wont work in **********. The process to pick up the car took over 40 mins. I have rented all over the world on business and this lack of service I have NEVER experienced. Had to get her name from an employee when I returned because she didnt sign the contract. Horrible experience!ACE Rent A Car
Date: 11/22/2022
****, Thank you for sharing your review and we're sorry to hear about your rental experience. If you'd like us to look into this further please email us at ************************************** Please also provide your ACE reservation number for this. The reservation number will begin with three letters followed by seven to eight numbers. Thank you, ACE *************ACE Rent A Car
Date: 11/22/2022
****, Thank you for sharing your review and we're sorry to hear about your rental experience. If you'd like us to look into this further please email us at ************************************** Please also provide your ACE reservation number for this. The reservation number will begin with three letters followed by seven to eight numbers. Thank you, ACE *************Review fromY. S.
Date: 11/16/2022
1 starY. S.
Date: 11/16/2022
If you are over 65 years and Traveling to ******** dont book Ace for car rental. I booked a vehicle from Ace off the *************** site. When I arrived in ********, I was then told that they dont rent to people over 65. I think that is age discrimination and the booking should not have been allowed. So if you do book, please call before traveling so that you would not be left standing in the airport without a carACE Rent A Car
Date: 11/22/2022
******, I apologize for the issue you had with the age restriction. The restriction is listed on our website under rental qualifications. The age policy is also listed when you're booking under the rental terms and conditions. The location only accepts renters that are aged *****. I apologize for any inconvenience experienced. Thank you,ACE *************Y. S.
Date: 11/22/2022
The issue seems to be with Economy Bookings. I had a confirmed reservation. I was not told anything about age and the booking went through with payment. You need to advise them not to accept the booking.Review fromJoe S
Date: 11/15/2022
1 starJoe S
Date: 11/15/2022
My family and I travelled from ********** to ***** and rented and ACE rental at the airport, all booked in advance, all went smooth. We drove the car to ********* from ***** for our daughter's wedding. We were blocks from our hotel in ********* when we were pulled over by police and removed from the vehicle at gunpoint being told it was a stolen vehicle. After a few hours on the side of the road and the officer making multiple calls, it was deemed our car was ok and we were told to proceed. Shaken and late for check in our trip was stressful. I used the contact ** and corresponded with an ACE employee named ******* who really didn't care that our trip was basically ruined by their lack of attention to detail. I will be taking this higher up in their organization as I don't want this to happen to anyone else. I would also rate this a zero if possibleACE Rent A Car
Date: 11/22/2022
***, Thank you for your review and we're sorry to hear about your experience. If you would like us to further investigate this with the rental location please email ************************************** When you reach out please also provide your ACE confirmation number. The number will begin with three letters followed by seven to eight numbers.Kind regards,ACE *************Review fromRonald k
Date: 11/14/2022
1 starRonald k
Date: 11/14/2022
i rented a car from ACE through Travelocity. The price was good and could add travel insurance. When I picked up car, I was told a $300 deposit hold would be placed on my credit card and that it would be removed when i returned the car. I returned the car the next day. I checked my credit card statement almost 36 hours after turning it in and the 300 hold still on card. I called the toll free number and the person who answered phone said the hold should have been removed immediately upon return. he said maybe because it was Sunday. Give it another day or two. I called the *********** location directly and was told that it could take **** business days to refund the $300 deposit. This is completely unacceptable and I feel a deceptive business practice. I will also contact the ********* *************************ACE Rent A Car
Date: 11/22/2022
******, Thank you for reaching out and we're sorry to hear about your rental experience. I have checked on your deposit and I show this has been released and will fall off within **** business days of your drop-off date. Since the deposit has been released on our end the rest is up to your bank. You can always contact your banking institution and they should be able to release this on their end. Otherwise, this will automatically return to your original method of payment.Thank you, ACE CustomerReview fromK. H.
Date: 11/03/2022
1 starK. H.
Date: 11/03/2022
If I could give this a zero I would. My whole rental experience was trash. They say theres a shuttle to the rental place but you have to take a bus to get to the pick up area first to then be picked up by another bus to go rent your car. I asked for an extension at the counter they said they couldnt do it and to return the car and pick it back up again. Seriously? I called three times they said the system is down call us back. I called back 3 more times and no one answered. Finally someone calls back and says we got a missed call from this number. How professional. Also my car smelled DISGUSTING. It smelled like smoke and sweat. I spent the whole ride coughing. It was sickening. I had no time to change it as I was coming to town for a funeral and was already late because of how long it took to get to the rental place. DO NOT RENT FROM *** ACE. Pay extra money and go anywhere else.ACE Rent A Car
Date: 11/07/2022
We are sorry to hear of your rental experience. We standby the options and resolution previously presented to you in our correspondence. We hope you have a nice day.ACE Rent A Car
Date: 11/07/2022
We are sorry to hear of your rental experience. We standby the options and resolution previously presented to you in our correspondence. We hope you have a nice day.ACE Rent A Car
Date: 11/07/2022
We are sorry to hear of your rental experience. We standby the options and resolution previously presented to you in our correspondence. We hope you have a nice day.K. H.
Date: 11/07/2022
What is the resolution you stand by? You did not offer me one.Review fromAsh F
Date: 10/24/2022
1 starAsh F
Date: 10/24/2022
TLDR: Long Waits and Fraudulent Charges Unfortunately, they had an okay review on the website I booked through and thought I was a getting a good deal. It took us over an hour from arriving at the rental building to get our car. Once I talked to the employee, he told me he would be out shortly with our keys. About thirty minutes later, we saw him come out and move a car before going back inside. After about 15 minutes, we had to go in to get the keys from him. After dropping the car off, I was emailed an invoice showing a daily charge of ***** that didnt have a description. Since we declined all additional coverages, I reached out to clarify what this was and have it reversed. After several emails over a few weeks, I never received a response. Finally, I contacted the corporate customer service and they sent an answer over. We were charged for liability insurance despite telling the employee we declined and they said they couldnt do anything because the rental period was closed. *** never heard of a company not being able to refund a credit card after a certain period, but Im wondering if they wait so long so they no longer had that option. Since you dont sign a paper agreement or see a screen showing what youre signing off on, the employee told us we were signing off on declining coverage when really they were fraudulently signing us up for charges. I even asked what I was providing my card for, and the employee mumbled the deposit. After being ignored for weeks, I was provided a contract that I had never seen or received a copy of showing we signed off on charges I know we told them we declined. Ill be contacting my credit card to report the fraud, but am worried that since they lied to us about what they signed us up for they have proof we agreed to it. Ive never expected such blatantly fraud and disrespect for customers.ACE Rent A Car
Date: 11/07/2022
Thank you for your review. We are sorry to hear of your experience. We standby the decision presented to you from our previous correspondence.ACE Rent A Car
Date: 11/07/2022
Thank you for your review. We are sorry to hear of your experience. We standby the decision presented to you from our previous correspondence.Review fromMandy T
Date: 10/23/2022
1 starMandy T
Date: 10/23/2022
Rented through Priceline for a car from Ace Rent a Car at *** is my biggest mistake. After waiting for 45 minutes or so at the designated curb for rental shuttles at ***, we called the company toll-free number for three times. I explained that we had been waiting for 45 minutes and no signs of the shuttles. She said they were on the way, possibly stuck in traffic. After 20 minutes, still no signs. My kids were tired and hungry, I decided to take Uber to ACE car lot. At the facility, the check in procedure was horrible. The representative was not friendly and insisted that i have to show him my round trip Airfare ticket. Without it, i couldn't get a car from them. I have no ideas why he needed my airfare info. Also, he was very pushy to sell us their outrage pricey rental insurance. In short, it was a nightmare at every stop and not worth the headache and stress. I regret renting a car from them and will not come back. If I could give them zero review, i definitely would, Stay away!ACE Rent A Car
Date: 11/02/2022
We're sorry to hear of your extend wait time and trouble with pick up. Please reach out to us at ************************************* so we *** look into this further. Their is a policy that does require a round trip ticket so that *** be the issue that you are describing. We look forward to speaking with you soon.Kind regards, *****************
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