I thought everything was good. Found a $17 per day rate and checked my credit card, credit cards advise declining their insurance. So I went to pickup a rental car, The rental car agent told me they need a declaration of insurance. Is that proof of insurance that I keep in the glove box, in my car? I don't carry that in my wallet. I had to buy their insurance, $30, which negates the credit card protection. Ace car rental is a RIP off. So, $17 turned into $47. I will never use Ace car rental again.
Verified
Worst experience I have had in a very long time. Horrific customer service. The plane was 30 minutes late. Spent 45 minutes getting to their rental agency after speaking with them. When I arrived they informed that they had given my car to someone else. No offers to help at all. Their comment was to "not let the door hit me in the a** on the way out". If you are forced to use these people, good luck.
Reply from ACE Rent A Car
2025.01.14
Hi Patrick,
If you can please email us at customercare@acerentacar.com with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into your rental experience at our Denver location. I want to assure you that our main priority at ACE is to provide the best quality service to our customers. -Salem
If you can please email us at customercare@acerentacar.com with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into your rental experience at our Denver location. I want to assure you that our main priority at ACE is to provide the best quality service to our customers. -Salem
Verified
Lying scumbags.
These people will try their hardest to trick you into paying more. They lie about the actual cost of the vehicle until you arrive at the lot. The fine print in their contract requires you to purchase their own insurance at an extra $40 per day. Even if you have your own insurance, and also use a credit card with rental car benefits. That is so scummy. These people should be in jail.
They make their money off of travelers that are too tired to notice that they add hundreds in fees right before you drive off of the lot.
These people are the lowest scum.
Reply from ACE Rent A Car
2025.01.14
Dear Customer, Thank you for the time to share your feedback. I am sorry to hear about your experience and would like to investigate this matter further. Please contact us at customercare@acerentacar.com with your confirmation number or any additional information so we can resolve this matter promptly. Hope to have an opportunity to serve you again in the future! - Dave
Verified
SCAM!!!Currently figuring out who's lying to get them off of Priceline for false advertising, I purchased price lines insurance when I purchased the car, when we got there it was said they don't accept they're insurance and I can't have the keys to the car until I bought there's for 40 dollars a day (my quote went up 500 dollars) . I had clear instructions from Priceline what I needed to provide when when I get there they were saying they have fine print ON THEIR OWN WEBSITE NOT PRICELINE. When I spoke to Priceline she said no her insurance is good and is used in cars in Cali all the time. And while I was sitting waiting I was hearing the ways others were scammed. Please go to enterprise I've never had an issue there. Also tried to take the 200 dollars I put on my insurance by canceling it instead of offering me too. A SCAM.
Reply from ACE Rent A Car
2025.01.14
Hi Jade,
In our terms and conditions, it does state that customers must have full coverage insurance (Collision and Liability) to rent our vehicles. The insurance you brought through Priceline only covers Collision Coverage and cannot provide Liability Coverage. Also in our terms and conditions, it does state there is a refundable security that is required for all of our customers. If you would like to further discuss our policies, you can reach us by email at customercare@acerentacar.com or by phone at 877-822-3872 and I'd be more than happy to assist you. -Salem
In our terms and conditions, it does state that customers must have full coverage insurance (Collision and Liability) to rent our vehicles. The insurance you brought through Priceline only covers Collision Coverage and cannot provide Liability Coverage. Also in our terms and conditions, it does state there is a refundable security that is required for all of our customers. If you would like to further discuss our policies, you can reach us by email at customercare@acerentacar.com or by phone at 877-822-3872 and I'd be more than happy to assist you. -Salem
Verified
Made reservations with this company on August 11, 2024 for December 23, 2024. I was expecting to rent a Jeep Wrangler or similar. The cost was for $236.00 for a four day rental. Upon my arrival the counter personnel looked up my reservation and then said, oh you reserved this over four months ago he then left the counter and when he returned he had another person with him who proceeded to tell me the car I reserved was no longer available but he was willing to give me a Dodge Charger in its place. I told him that wasn't large enough, he said that if I wanted to upgrade into something bigger I would have to pay for it. I showed him the people I was traveling with and our prices of luggage and even he said that it wasn't going to work. We went back in forth with this issue then he said I don't have to rent to you at all, you can go elsewhere. Running out of options and I needed to get to our hotel in Anaheim, I told him I would take the car he offered and deal with it. Now, the other guy took over and asked for my ID and credit card, I handed it to him then he asked to see my round trip airline ticket. I asked when was that part of renting a vehicle? I told I didn't have one, that I had two one way tickets going and returning to the same location. He said I can't rent you a car then. After returning to my family and explaining what just happened, they told me that they saw someone leave the lot with a Jeep like I reserved. I called Priceline and Ace for support and they were both a joke, telling me to re-rent. Just for the hell of I did go back to re-rent but for a three day rental and that same vehicle was priced at $3,289. I am 72 years old grandmother and I have rented vehicles across the United States for over 50 years and I never have had any problems. I'm through with Ace Rentals and Priceline, there nothing but a Greedy, Disgusting, Dishonest group of companies.
Reply from ACE Rent A Car
2025.01.14
Dear Stephanie, Thank you for the time to share your feedback. I am sorry to hear about your experience and would like to investigate this matter further. Please contact us at customercare@acerentacar.com with your confirmation number or any additional information so we can resolve this matter promptly. Hope to have an opportunity to serve you again in the future! - Dave
Verified
Save yourself the headache! I, too, was drawn in by the seemingly great price and, against my better judgment, decided to rent from ACE. I needed a minivan for a Thanksgiving trip with family in Vegas and booked well in advance, feeling relieved that I had found such a good deal.
When I arrived, I was directed to speak with someone on a monitor at the podium. That's when things went downhill. Suddenly, there were all these additional stipulations and hidden fees because I'm a local resident--and apparently, residents aren't allowed to take the vehicle out of state. To top it off, the representative questioned whether I could even afford the $1,000 deposit. What started as a $200 rental quickly ballooned to over $700. I was beyond frustrated. After some back-and-forth, we knocked off a bit with a warranty, and I ended up paying around $550--still far more than expected, thanks to these out-of-state fees (something I had never encountered before).
If it hadn't been the day before Thanksgiving, I would have walked away and booked elsewhere, but I didn't want to risk being stuck without a vehicle. I deeply regret not sticking with my usual rental company and falling for ACE's low prices. This was a classic bait-and-switch tactic, and it left me feeling ripped off.
Do yourself a favor--save your time and money. Book elsewhere. ACE is simply not worth the hassle.
Reply from ACE Rent A Car
2025.01.14
Hi Tammi,
The price you see online is for the vehicle itself, it does not include the refundable security deposit and additional add-ons like insurance (if needed), toll pass, pre-paid fuel, etc. We highly encourage our customers to look over our terms and conditions before their pick-up, since you will be provided with information regarding "Local Renter Qualifications", "Geographical Restrictions", and the price of the deposit. If you would like to further discuss this matter, you can always reach us by email at customercare@acerentacar.com or by phone at 877-822-3872 and I'd be more than happy to assist you. -Salem
The price you see online is for the vehicle itself, it does not include the refundable security deposit and additional add-ons like insurance (if needed), toll pass, pre-paid fuel, etc. We highly encourage our customers to look over our terms and conditions before their pick-up, since you will be provided with information regarding "Local Renter Qualifications", "Geographical Restrictions", and the price of the deposit. If you would like to further discuss this matter, you can always reach us by email at customercare@acerentacar.com or by phone at 877-822-3872 and I'd be more than happy to assist you. -Salem
Don't rent from this company...ace rental at ***** international! They are 100% in the business of ripping people off. Total false advertising and waste of time. When I arrived to pick up my rental, I was informed that I needed a physical copy of a utility bill. Why? Who knows. But this was not disclosed/communicated anywhere when I booked. They wouldn't allow me to pull up my account/bill online and insisted it had to be a physical copy from TECO (again makes no sense especially when most people get their bills paperless). Maybe if I was trying to pay with a debit card but I have very good credit and paying with a credit card that also covers insurance on a rental. They also charged for mileage if you were renting local! What a scam and so frustrating. This was bad bad bad business
Verified
Our experience with ACE Rent A Car at LAX was beyond awful--especially as a mom traveling with an 11-month-old baby. After landing, we had to take a Metro connector bus to reach a "remote rental car depot" before waiting for an ACE shuttle to their offsite location.
The issue? The Metro buses were completely packed, and three of them passed us without stopping. We were left stranded outside in the cold, surrounded by cigarette smoke while trying to shield our baby from the fumes. It was frustrating and heartbreaking.
When we finally arrived at ACE, the frustration didn't end. Instead of an in-person attendant, we had to deal with someone via iPad, which felt impersonal and inefficient. Then, they forced us to purchase their own expensive insurance, rejecting third-party coverage and credit card benefits.
While the rental car itself was fine, the process of getting there and back was exhausting and stressful. What seemed like a budget-friendly option was a complete scam due to the hidden fees and insurance upcharges.
If you're traveling as a family--or anyone who values convenience--avoid ACE at all costs. We'll never rent from them again. Next time, we'll stick with a reputable company or just take an Uber. This experience was one of the worst parts of our trip.
Verified
**UPDATE- DO NOT BELIEVE THE REPLY BELOW MY REVIEW. I have already emailed their customer service and all they said is they aren't going to help me. If you look at all the negative reviews they say the same thing to try and make people believe they are getting help but this is another lie. RUN...THEY WILL SCAM YOU!
STAY AWAY! SCAM ARTISTS! If I could give zero stars I would. Please listen when I tell you that there will be hidden fees, deposits, and a lot of other curve balls where they will take your money. We had an issue with the name on our reservation and they didn't even try to resolve, wouldn't let us talk to a manager, because they were "out sick" and then made us book a new reservation at almost double the cost. There is ZERO customer service or opportunity to resolve disputes either. Don't just take my word, while we were there every single person leaving the building was talking about how they will NEVER rent from these scammers again and even warning people in line to leave. I know it's tempting because they offer what looks like lower prices but they are not lower at the end of the day. THEY WILL CHEAT YOU, RUN AWAY!
Reply from ACE Rent A Car
2025.01.10
Hello Daniel, thank you for sharing your concerns with us. We have opened a complaint on your behalf. Once our Customer Care team receives more information from the rental location's management team, we will contact you with further assistance. - Parker
Verified
I had the same issue with folks on these reviews. Rented a car on Priceline prepaid for Dec 20-26, 2024. Was checking my credit card statement and saw that I got charge twice prepaid from Priceline for $141.91 and ACE for $101.70 for a upgrade because supposedly I declined the dealer choice!?!?! Why would I declined and want to upgrade when renting from a discount site. Doesn't make sense. A Nissan Sentra is an upgrade are you serious. Please please do not do business with ACE. You will thank me later.
Reply from ACE Rent A Car
2025.01.09
Hi Dave,
If you can please email us at customercare@acerentacar.com with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into the charges made to your account and provide assistance. I want to assure you that our main priority at ACE Rent a Car is to provide the best quality service to our customers. -Salem
If you can please email us at customercare@acerentacar.com with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into the charges made to your account and provide assistance. I want to assure you that our main priority at ACE Rent a Car is to provide the best quality service to our customers. -Salem
Verified
DISCLAIMER: DO NOT BOOK THROUGH UBER WITH THIS COMPANY!
First impression: A little hard to get to the location. There was someone to talk to when we arrived. Their excuse for the overwhelming charges was "We are a small company". Small is not an excuse for extortion of people in need of access to travel, nor does it make for a strong Business. If it's a Small Business, your goal should be the best customer service at all costs.
ISSUES: We used Uber Rentals for a casual local trip like we have before. Ace Rent A Car automatically charges local renters $1,000 deposit with no room to negotiate. This compiled with requiring purchasing their insurance and having a utility bill on hand, took our rental from $96.00 for 4 days to over $1000+ this is egregious.
Especially considering if we are local and receive good service we would be REPEAT customers! We will take our services back to Avis for the 7th time, at least the deposit is fair and the service is excellent and they don't require extra steps.
Verified
What a scam! I have rented from Ace at the Minneapolis airport several times and had great experiences. So, when traveling to LAX I intentionally chose Ace. When I finally caught the connector bus to the remote rental car depot, they said they would not accept my insurance because it was a discount insurance company...Amica, I don't think so. Then I got the line that they were just sold by Costco in California...I don't think so! At least I was dealing with a real person and not the iPad kiosk! But, I refused to give in. Called Amica. Thank heaven for the wonderful Amica representative!! We both knew the insurance scam the guy was pushing and he met his match with us. After 1.5 hours of emailing insurance documents and declaration pages I finally had the key in my hand. I am sure the Ace dude assumed I would simply give up and buy the insurance he was pushing. By that time it had become a mission for me. This guy had pushed all my buttons. I was exhausted after an eight hour flight but damn if I was going to give in! This is clearly their MO, at least at LAX. Had I read the Yelp review I never would have booked with them! Won't again, that is for sure! Do yourself a favor and use another company!!
I had several problems: * Upon arrival at the Los Angeles Airport location, we waited for 30-45 minutes at night in the cold in a random parking lot where you meet them at after taking a bus from the airport for their shuttle to take us to the actual rental location. A bunch of us showed up at the same time and their small van couldn’t support that and then took forever to come back. * The guy at the counter was unnecessarily rude and not helpful to us. * I've never rented a car where I was forced to buy their insurance. I usually can choose to just use my own but Ace forces you to use theirs unless you can show documentation that your insurance covers rental cars which the guy said would require you to call your insurance company and get them to send the info to Ace - of course that's not going to happen. This doubled the cost of my rental when I was using Ace for the low online quote. such a scam!! * I asked the guy upon returning the car, “Can I get some kind of proof that I returned the car in the condition that I got it since it has dents and scrapes on it?” He angrily and aggressively said while glaring at me “I already told you, I’m sending you a receipt. You don’t need anything else”. So every interaction I had with workers was a rude encounter. * I had to get an Uber to the airport because again the shuttle was taking forever.
Verified
Absolutely horrible! Where to begin! The process of trying to find a metro bus that takes you to some random lot where you then have to catch a shuttle to even arrive at the rental car location is chaotic! And not ideal for those with small children or families.
Then we arrive at the rental car company and we are told to pay a total price MUCH more costly than we were quoted prior to arrival. We had already went through the nonsense of finding the place and had our children with us, we had to pay what they were saying.
We are then all loaded up, on our way out the gate and we are stopped to do a final inspection. My husband has his window rolled down and is speaking to the employee when the employer abruptly opens his door and my husband was shocked saying "woah what are you doing?" The employee responded I'm inspecting the vehicle would you like to step out? My husband said oh okay you just didn't saying anything and started opening my door. He asked my husband if he wanted to step out again and he replied YES. The employee then proceeds to slam the door shut and video recorded the car with us still inside of the vehicle.
I waited to write our review until I was sure we got our deposit back on this already overly priced rental car. Please DO NOT rent from this place and keep your families safe from wanna be thugs.
Reply from ACE Rent A Car
2025.01.05
Hello Autumn,
Thank you for taking the time to share your rental experience at our LAX location. We understand that navigating to the rental location can be challenging, and we do communicate shuttle instructions and location details during the reservation process to help customers prepare for their arrival. We recommend reviewing this information in advance to ensure a smoother experience, especially when traveling with children or family members. Regarding the pricing, we strive for transparency, and the price difference might occur because of additional services purchased at the counter that are not included in the initial reservation. All the charges are reflected in the rental agreement that the customer signs before proceeding with a rental. As for the final inspection, we conduct these procedures to ensure the vehicle is in the proper condition before it is rented out or returned. We regret if this caused any discomfort during your experience. Our employees are trained to carry out these procedures professionally and respectfully. ACE always strives that all interactions with our customers meet the high standards we set. If you have any further questions or concerns, you may reach out to us directly at customercare@acerentacar.com - Ali
Thank you for taking the time to share your rental experience at our LAX location. We understand that navigating to the rental location can be challenging, and we do communicate shuttle instructions and location details during the reservation process to help customers prepare for their arrival. We recommend reviewing this information in advance to ensure a smoother experience, especially when traveling with children or family members. Regarding the pricing, we strive for transparency, and the price difference might occur because of additional services purchased at the counter that are not included in the initial reservation. All the charges are reflected in the rental agreement that the customer signs before proceeding with a rental. As for the final inspection, we conduct these procedures to ensure the vehicle is in the proper condition before it is rented out or returned. We regret if this caused any discomfort during your experience. Our employees are trained to carry out these procedures professionally and respectfully. ACE always strives that all interactions with our customers meet the high standards we set. If you have any further questions or concerns, you may reach out to us directly at customercare@acerentacar.com - Ali
Verified
Scam place. Terrible customer service. Avoid! I had several problems:
* Upon arrival, we waited for 30-45 minutes at night in the cold in a random parking lot where you meet them at after taking a bus from the airport for their shuttle to take us to the actual rental location. A bunch of us showed up at the same time and their small van couldn't support that and then took forever to come back.
* The guy at the counter was unnecessarily rude and not helpful to us
* Ive never rented a car where i was forced to buy their insurance. I usually can choose to just use my own but Ace forces you to use theirs unless you can show documentation that your insurance covers rental cars which the guy said would require you to call your insurance company and get them to send the info to Ace - of course thats not going to happen. This doubled the cost of my rental when I was using Ace for the low online quote. Such a scam to find that out at the counter!!
* I asked the guy upon returning the car, "Can I get some kind of proof that I returned the car in the condition that I got it since it has dents and scrapes on it?" He angrily and aggressively said while literally glaring at me "I already told you, I'm sending you a receipt so you don't need anything else". So every interaction I had with workers was a rude encounter
* I had to get an uber to the airport because again the shuttle was taking forever
Reply from ACE Rent A Car
2025.01.05
Hi Ryan,
Thank you for taking the time to share your rental experience at our LAX location. We want to assure you that our drivers do try their best to make sure our shuttle operates smoothly, but due to the holiday season and high volume, there may be a long wait. In our terms and conditions, it does state that customers must have full coverage insurance, and they may use their coverage but need to provide supporting documents at the time of pickup. You may bring your declaration page which states all the coverage you are covered by and if it covers rental vehicles. Customers do not have to call the insurance company unless they do not bring any supporting documents and want to use their coverage. If you would like to further discuss this matter, you can always reach us by email at customercare@acerentacar.com and I'd be more than happy to assist you - Ali
Thank you for taking the time to share your rental experience at our LAX location. We want to assure you that our drivers do try their best to make sure our shuttle operates smoothly, but due to the holiday season and high volume, there may be a long wait. In our terms and conditions, it does state that customers must have full coverage insurance, and they may use their coverage but need to provide supporting documents at the time of pickup. You may bring your declaration page which states all the coverage you are covered by and if it covers rental vehicles. Customers do not have to call the insurance company unless they do not bring any supporting documents and want to use their coverage. If you would like to further discuss this matter, you can always reach us by email at customercare@acerentacar.com and I'd be more than happy to assist you - Ali
Verified
Beware of this place. We made a reservation through Expedia and when we arrived they have all these fees they want to charge you which is no where stated on the Expedia site. First of all you don't even deal with an actual person, you do transactions with a person who communicates with you through a monitor. If you're a local they will charge you a $1000 refundable deposit plus the expense of the rental (absolute ridiculous deposit amount) and you can only travel within Los Angeles. Nothing else needed to be said we immediately left. There is no reason for such a ridiculous amount when Hertz or Enterprise charge you $200-300 and that's if you are using a debit card. The reviews on this place are spot on. Take your business elsewhere.
Good morning, I rented a car with Ace Rent A Car on November 14, 2024 from LaGuardia Airport. Confirmation number **. The car was returned on November 19, 2024 with a grade A inspection. I have been reaching out to the Ace in regards to my security deposit that was never returned. I was given the runaround for months being told I will receive a call back. I never received the call back anyone. I called back myself a few times but still the runaround. I was finally told two months later that the car was returned an hour late so I was charge $195. The day I returned the car I asked early on that day if I can return the car a little later and if there will be a charge: I was told it was fine. I also asked if I would be charged extra and I was told I would not for the time I was bringing it back in. This is the worse customer service I have received from any company. I would never rent from this company again. Dan from your Washington DC corporate office was one of the reps that didn’t want to help and ready to give me the runaround again. Telling me a supervisor will call me back. That was the 3rd time I heard that line with no one following through. I would like my security deposit back.
Verified
waited over an hour from getting in line to get my keys despite having a reservation. they didnt have the cars people had reserved. they didnt apologize or offer any explanations or help. people with kids couldnt get vehicles with car seats they needed.
Reply from ACE Rent A Car
2024.12.30
Hi Jerome,
Thank you for sharing your rental experience at our LAX location and I want to assure you that our main priority at ACE Rent a Car is to provide the best possible service to our customers. I have notified your review of the location so they are aware of the experience their customers encountered, and this matter will be handled accordingly. If you have any questions or concerns, please feel free to reach us by email at customercare@acerentacar.com or by phone at 877-822-3872, and I'd be more than happy to assist you. -Salem
Thank you for sharing your rental experience at our LAX location and I want to assure you that our main priority at ACE Rent a Car is to provide the best possible service to our customers. I have notified your review of the location so they are aware of the experience their customers encountered, and this matter will be handled accordingly. If you have any questions or concerns, please feel free to reach us by email at customercare@acerentacar.com or by phone at 877-822-3872, and I'd be more than happy to assist you. -Salem