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 68 locations, listed below.

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  ACE Rent A Car

  932 E Washington St Indianapolis, IN 46202-3951

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  Ace Rent A Car Presque Isle

  113 Parsons St Presque Isle, ME 04769

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  ACE Rent A Car

  3221 Coney Island Ave Brooklyn, NY 11235

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  Newark Liberty Int'l Airport (Ace Rent A Car)

  408 Carnegie Avenue Newark, NJ 07114

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  Lakewood (Ace Rent A Car)

  202 Main St Lakewood, NJ 08701

Review Details

• Review fromamehd P

  Date: 08/10/2023

  This company should not exist . How they can. Confirm a reservation and then 4 hours before the reservation they call you and tell you that they will not Give you any !!! How this business can exist
  

  ACE Rent A Car

  Date: 08/11/2023

  Hello amehd,

  Thank you for taking the time to write to us regarding your recent rental experience. We would be happy to look into this further for you if you email us at ************************************* with all your information. I hope we will be able to assist you again in the future. 

  Thank You!

• Review fromSalim B

  Date: 08/01/2023

  Beware of this rental car company. They are ************* 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 didnt 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. Its 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 ************************ Just pay more for rental company but rent from reputed national brand.
  

  ACE Rent A Car

  Date: 08/04/2023

  Hello *****,

  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 ************************************* or ************ so we can investigate further and look into your case further. I hope you will allow ACE to assist you again in the future.

• Review fromElicia D

  Date: 07/29/2023

  I went to ********** and rented for 4 days paid fully on booking.com $205 believing that I got a great deal on the wild card. I book a month prior to my pick up. The details said I was guaranteed a 2/4 door 5 seat car.When I went to check in the virtual, on iPad, person who I was speaking to said that they were no more cars available only a van. I told him that I was expecting a car he said that they reserved all the cars and was only able to supply me a van. I was traveling with my son only so I was frustrated. The person who was physically there at the counter saw that I was upset about getting a van. He whispered to me to go ahead an agreed to the van with the virtual person and he will give me a car. So I sign off to the van. When I got the keys to the car he handed me the receipt and I saw that the receipt said 89 dollars extra I ask him and he said not to worry about it. I got a regular midsize car as what I paid for. But now have a bill for extra 89 dollars when I had already paid and agreed with my price on booking .com. I was scammed by *** and feel like what they did to me was very deceiving. Worst service. I would like my money back. I was lied to. I no longer feel comfortable booking on booking.com because of this. Also this mess up my trip. It was my first time in ********** and I was so upset and still is with this unbelievable experience. It makes me feel like I cannot trust anyone.
  

  ACE Rent A Car

  Date: 08/08/2023

  Hello ******,

  Thank you for taking the time to write to us regarding your recent rental experience in LA. I have reviewed your account and while I do understand the frustration with the additional charge, you had reserved our dealer's choice rental which is any vehicle on the lot that the location has set aside for these particular rentals (minivan, pickup truck, etc). Anything outside of what is offered is an upgrade charge, this is due to the dealer's choice being the cheapest option as you are not informed of what type of vehicle you are to receive. I hope you will allow ACE to assist you again in the future. 

• Review fromREGAN A

  Date: 07/28/2023

  Yesterday I rented a car from you at the ******* Airport. I drove to *********, ** and it broke down as soon as I got into the city limits. I called customer service several times. They were able to send a tow truck to me. They towed the car and it's currently at the tow yard. The customer service tried several times to reach someone at the main office in *******. Nobody answered the phone or got back in contact with me. They said they sent several emails, but nothing happened and nobody returned my call. I have a flight leaving out of ******* today. I was going to use the rental car to drive back but I no longer have one. I now have to rent another car and pay for it.
  

  ACE Rent A Car

  Date: 08/08/2023

  Hello *****,

  Thank you for taking the time to write to us regarding your recent rental experience. I have located the email you sent to our customer care team and will continue communication with you there. I understand the frustrations with the lack of communication and the quality of the vehicle you received. Reviewing your account I do see that all charges that were processed by ACE have been refunded to you. I hope you will allow ACE to assist you again whether in ******* or one of our many other locations. 

• Review fromIan T

  Date: 07/27/2023

  This place is an absolute scam!Upon arrival, they had given our car away to someone else and insisted on upselling us. We had paid $230 in full and for the insurance through Booking.com. They then insisted that we needed to pay another $420-$619. The numbers kept varying and when called out on this, they said they could offer a discount but first needed to write a 5 star ****** review. In the end, we walked out without a car and had to find alternative transport from their inconvenient location.
  

  ACE Rent A Car

  Date: 08/08/2023

  Hello ***,

  Thank you for taking the time to write to us regarding your recent rental experience at our ** location. I have reviewed your account and do see that the location offered multiple vehicles for no upgrade cost that were of higher value than the vehicle reserved. Regarding the insurance, I do not show any insurance on your reservation. We do require that proof of full coverage be provided to the agent upon pick up of the vehicle, if no proof is shown we do require the customer to purchase insurance from us. I do understand the frustration in the increase of cost and hope you will allow ACE to assist you again in the future. 

• Review fromMo 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

  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

  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

  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

  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.