Auto Rentals and Leasing
ACE Rent A CarHeadquarters
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
Average of 291 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromYossi S
Date: 01/15/2024
Upon checking in for my reserved rental car, I encountered an unexpected demand from the desk agent, ******. Despite providing the required ID, proof of insurance, and credit card, I was asked for a gas and electric bill, along with an unusual $1000.00 deposit. This request deviates significantly from their documented standard procedures, terms and conditions, and policy guidelines available online.This unforeseen demand not only contradicts Ace Rent A Car's established policies but also caused a substantial disruption to my carefully planned travel itinerary. As a dedicated customer and frequent traveler, such a requirement was both surprising and inconvenient. DO NOT DO BUSINESS WITH THEM. THEY DISCRIMINATE!
ACE Rent A Car
Date: 01/17/2024
Hi *****,
Thanks for letting me know about your experience at our *********** location. I attempted to call but you were unavailable for a call. After investigating this incident, it was determined that you were a local renter and thus required additional documents to rent. Our terms are linked to your Priceline reservation and state the criteria for local renters. I have included these terms below with the local policy bolded.
If there is any additional information, let me know and I would be happy to include it in your case. Otherwise, I do understand the frustration that occurred and can see that you have rented from ACE multiple times in the past. As a gesture of goodwill, I would be happy to get you set in a future rental with a custom discount.Age
Drivers aged ***** will be charged an underage surcharge of 25 USD per day, and drivers ***** will have a surcharge of 20 USD per day. Underage drivers are only able to rent economy, compact, intermediate, standard, and full size sedans.
Additional driver fee - ***** per day. However, there can be no additional driver charge if the second driver is the renters spouse, child or person for whom the renter is a legal guardian, sibling, parent, grandparent, employer, or coworker, as specified.
Additional drivers must qualify the same as the renter to drive.
Any form of proof of insurance is accepted as long as the full coverage policy is transferable to the rental. ****************** companies are not accepted as they usually will not extend coverage to the rental vehicle.
Guarantee
AmEx, ******************************* Discover, ************************* and Eurocard are all accepted at the time of rent. No other cards accepted. There will be an authorization on the credit card at the time of rent for a ****** USD security deposit, plus the cost of the estimated rental.
Debit cards are accepted from airline arriving customers with a round-trip ticket.
Drivers License and credit/debit card must be in the renters name. Debit cards will be authorized for a ****** USD security deposit, plus the estimated cost of the rental.
Unused Deposit funds taken at time of rent will be refunded through your bank or payment card processor after the vehicle is returned. Due to bank processing, it may take up to 14-days for refunds to appear back in your account.
Prepaid/gift cards are not accepted at any time, including but not limited to PayPal, Chime, etc. We do not accept cash as payment for deposits on rentals.
If you are local ******************* or do not have a return airline ticket, a security deposit of $1000 USD will be held, plus the estimated total of the rental. Please see additional local requirements and restrictions.
Insurance
LDW - Tier 1 - ***** USD per day - Optional
LDW - Tier 2 - ***** USD per day - Optional
PAI - **** USD per day - Optional
SLI - ***** USD per day - Optional
RSP - **** USD per day - Optional
RLP - ***** USD per day - Optional
GARS - **** USD per day - Required
Tier 1 includes CCAR, ECAR, FCAR, ICAR, SCAR, XXAR
Tier 2 includes CFAR, IFAR, MVAR, PCAR, SFAR, SJAR
Mileage and Geographic Restrictions
Vehicles are restricted to ********** of ********** and ***************. Travel to ****** is permitted with additional ***************** purchased at the counter.
Miscellaneous
Local renters are considered to be any renter without a return airline ticket and/or renters that reside in *******************.
To those who are considered to be local renters, we appreciate your business. In order to serve you we require that you have a major credit card in the renters name (No Debit Cards or Credit One Credit Cards Permitted). We also require that you have full coverage automobile insurance that will extend to a rental vehicle. You must also have a recent utility bill issued in renters name within the past 30-days. A security deposit of $1,000 USD will be held, plus the estimated total of the rental.
Local renters are restricted to *******************.
Mon: 05:00 AM - 09:30 PM
Tue: 05:00 AM - 09:30 PM
Wed: 05:00 AM - 09:30 PM
Thu: 05:00 AM - 09:30 PM
Fri: 05:00 AM - 09:30 PM
Sat: 05:00 AM - 09:30 PM
Sun: 05:00 AM - 09:30 PM
Rental Requirements
At the time of pickup, the customer must present a valid drivers license, proof of insurance and the credit card used to make their reservation. The customer and any additional authorized drivers may be subject to a driving record and license check with the **** We reserve the right to deny the rental based on the *** report. We do not accept any paper or temporary license. Minimum age to rent is 18. Renters ages ***** will pay an under-age fee in addition to the cost of their rental. Must return the rental vehicle full of fuel, or at the level the car was first rented. If fuel level is returned less than full, there will be a per gallon charge of $9.75 per gallon.
Renters must provide proof of transferable full coverage insurance or must purchase coverage at the counter
Customers renting a Premium car cannot have a debit card and must have full coverage insurance as well with a round-trip ticket.
ACE Rent A Car serving *********** airport is protecting renters through the use of our exclusive Video Rental Technology that prioritizes social distancing.
Non-prepaid customers will receive a grace ****** of 4-hours after their scheduled pick-up time to receive the vehicle. After the 4-hour grace ******, non-prepaid reservations will be subject to availability. Please call the location directly for any flight delays or same-day changes in pick-up time.
Shuttle Service
Upon arrival please proceed outside to lower-level arrivals, outer curb, and look for pink (***) signs with a white bus silhouette. At that sign you will wait for the Metro Connector Bus. Once you board the bus please inform the driver that you will be getting off at the first stop, called the "remote rental car depot".*
Upon arriving at the remote rental car depot please wait for one of our white ACE Rent A Car vans to arrive. Our shuttles run nonstop and are always in circulation during business hours. They will shuttle you the five-minutes to our location at ********************************************
*When picking up large passenger vans such as 12 and 15 passenger units it is necessary, due to shuttle capacity, that only the renter and one other passenger use the shuttle process to our pick up counter. After picking up your rental you may return to *** and retrieve the rest of your party.*
Special Equipment
TRH - ***** USD
CSI - ***** USD per day
CST - ***** USD per day
CBS - ***** USD per day
NAV - ***** USD per dayReview fromCynthia R
Date: 01/13/2024
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 pet 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 ******* 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 had a very bad experience with this company and I am very disappointed with the service.ACE Rent A Car
Date: 01/15/2024
Hello *******,
Thank you for taking the time to write to us regarding the charge on your recent rental with our ******* location. Per your signed rental agreement, excess pet hair will result in a $250 cleaning fee. While I understand the frustration in the charge and lack of information upon pick up, it is on your rental agreement that was signed and unfortunately can not be refunded. I hope you will allow ACE to assist you again in the future whether in ******* or one of our many other locations.
Review fromKatherine B
Date: 01/13/2024
I rented a car through this company on 1/11/24. Everything was fine for the first 2 days, then on the 3rd morning when I went to start the car it sounded like it was going to explode and smelled strongly of gasoline. I immediately shut it off, waited a few minutes, and tried again. Louder - and more gasoline smell. The check engine light also came on. At this point I felt unsafe, and immediately called the rental office. No answer - on hold for 10 min. Tried again. No answer. Found a number for corporate - it didnt work. Tried another number and reached an associate in ************. Her suggestion was to drive the car 30 min back to the airport. I explained it was unsafe to drive - and that was her only response. She said she wasnt located down here and couldnt help. Tried connecting me to the ************* office, where it continued to ring for 10 minutes. Tried again, finally a gentleman picked up. I explained my situation, he said it sounds like something is wrong - let me put you on hold and he never came back. The call disconnected after 1 hour and Ive been trying to call back again and get a response, using TWO phones, for the past hour. The car is not safe to drive and no solution or customer service has been provided. We are here for a youth hockey tournament and are without a safe way to travel.ACE Rent A Car
Date: 01/15/2024
Hello *********,
Thank you for taking the time to inform us of your recent rental experience with our *************** office. Regarding the vehicle, while I understand the frustrations with the issues that came up, I do show that you returned the keys to the office. The location is sending someone to get the vehicle from where it was left. If there is anything found with the vehicle that is mechanical, you will not be billed for the additional time however, if there is an issue that was caused from your time in the rental you will be liable for the maintenance and the time of no use. I hope you will allow ACE to assist you again in the future.
Review fromSaskia B
Date: 01/07/2024
**** and amin very friendly and helpful. Very dependable cars. Thank you.ACE Rent A Car
Date: 01/09/2024
Hi ******, I am happy to hear that your rental experience with ACE was accompanied by a dependable car. I love to hear how wonderful our staff, specifically **** and **** did in helping you. I hope you will allow ACE to assist you on future rentals. ******Review fromJohn L
Date: 01/06/2024
Don't even think about renting a car from this place. It took me over an hour to get my reserved rental, given the minimal pickup service, the lines @ the agency, & the rigmarole of getting the car photographed, etc. The car was at least 2 years old & already had multiple dents and scratches. Then it took me more than 2 hours to return the car, given the crowds and then the inspection of the car to find additional damages during my rental. This facility lures customers by offering low rates & then rents older damaged cars that they claim to have additional damages when returned. It clearly seems a poor and probably fraudulent operation.ACE Rent A Car
Date: 01/09/2024
Hello ****,
Thank you for bringing up your concern with the lengthy wait you received both at pick up and drop off so that this may be addressed directly. Regarding the vehicle, please be assured that this will be brought to our team to ensure vehicles are being maintained properly and following guidelines as far as age and damages. I hope we will be able to assist you on your future ACE rental whether.
Review fromTristan B
Date: 01/02/2024
Was great and fast to get a rental. This was my 5th time getting a reasonable price rental. By far one of my favorite places to get a vehicle.ACE Rent A Car
Date: 01/03/2024
Hi *******,
I am happy to hear that your rental experience was a great price and the service was fast. I hope you will allow ACE to assist you on future rentals whether in ******* or one of our many other locations. If youre not an ACE member already, I recommend signing up for free at *********************************************** to earn points on rentals that you can use toward future trips.
Review fromOdilzhon E
Date: 12/31/2023
Team was very good. Very kind team with great customer service skills. Mostly guy his name is *** does very good job. To everyone i can recommend him. Thank u guys.ACE Rent A Car
Date: 01/02/2024
Greetings Odilzhon,
I appreciate your positive feedback about our ****** ************ will be thrilled to hear about the great experience he provided you with. I look forward to seeing you again soon.Review fromYusufdzhon K
Date: 12/31/2023
*** was great customer service. Very good,friendly and helpful customer service. I'll rent from them everytime whenever i want. *** mostly very good guy.ACE Rent A Car
Date: 01/02/2024
***************,
I appreciate your positive feedback about our ****** ************ will be thrilled to hear about the great and friendly experience he provided you with. I look forward to seeing you again soon.Review fromAzimjon E
Date: 12/31/2023
*** did good. Would recommend to everyone. Will come again. Car was very smooth and new,nice and clean.ACE Rent A Car
Date: 01/02/2024
Greetings Azimjon,
I appreciate your positive feedback about our ****** team and the vehicle you received. *** will be thrilled to hear about the great experience he provided you with. I look forward to seeing you again soon.Review fromVeronica S
Date: 12/31/2023
To the franchise owner at the *** location: please pay attention to your employees' conduct and reiterate what customer service should be (i.e. it is not an attempt to extort, manufacture drama and escalate issues.) Will speak to customer service when they reopen following the holidays.For prospective renters: if you are considering renting from here, highly recommend looking elsewhere.We encountered employees who repeatedly attempted to turn a basic transaction (simple return of a rental) into a "*****************" moment that another employee was recording on his phone (suspect some ageist, if not other bias, profiling on their part when we arrived, but refuse to engage in this nonsense.) That would have been bad enough, but it was followed by fraudulent charges (amounting to over 300% increase in the contract price) placed on our credit card. (The latter will be addressed through financial institution and/or legal means.) We had, as do most customers, flights to catch and did not have time to address this with management on the spot (the gentleman, ********, who claimed to be a manager, was an active participant in encouraging the employees' behavior, so I will give Ace the benefit of the doubt that someone with more customer focus/training and possessing a small amount of brand risk assessment/impulse control actually exists. ******** did not assess this situation in a reasonable manner, simply decided he would escalate the drama to impress his staff, it appeared.) We felt very unsafe remaining in this situation. The abhorrent behavior did not stop there, unfortunately. Franchise owners: please view your security tapes so you can watch your employees threaten and hurl sexist profanities at customers on the street. It was a shameful display for a company that we have used many times in the past. This is not only unacceptable, this was a bridge too far. This was nothing short of harassment.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.