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
Average of 292 Customer Reviews
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Review fromCarolina S
Date: 09/20/2024
They didnt honor my reservation. They told me they had given my car to another person. I had reserve 7 seater car due to kids and car seats. They said all we have is a 5 seater car. One of the kids was not able to be on their car seat because there was no space. So I paid more for the 5 seater I was given because the minivan online was more expensive. But when youre out of state you have no choice. Id stay away. Ive used Dollar, Enterprise, ***** and never had this issue.ACE Rent A Car
Date: 09/23/2024
Hi Carolina,
Thank you for informing me about our ACE location not honoring your reservation and I want to assure you that our main priority is to provide the best service to our customers. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to take a further look into this matter and see what we can do for you.Review fromRonald P
Date: 09/19/2024
We vacationed an Maui and rented a car from Ace. The original reservation was for 6 days. The night of Day two we realized that the minivan we had was infested with ROACHES. Went to get into the van for dinner after dark and when we opened the door they scattered all over the floors and cup holders. We refused to get back into the van and had to resort to ****'s for the evening. I contacted them the next morning and let them know I'd be returning the van early and that the vehicle was filthy. Upon arrival despite the 30 mile drive and time taken out of my day AND the van being infested with roaches the agent said that I'd be charged for two days and if I didn't return the car with full tank of gas I would be charged.I called the customer service number and wrote an email asking to be refunded for the two days charged and the fuel cost. I was told that because I put miles on the car AND roaches in rental cars is beyond their control and common in ****** they would not be able to approve a refund.ACE Rent A Car
Date: 09/20/2024
Hi ***,
Thank you for informing me about the condition of the rental vehicle you received at the time of pick up and the ***** infestation. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into this for you and see how can assist you.
ACE Rent A Car
Date: 09/20/2024
Hi ***,
Thank you for informing me about the condition of the rental vehicle you received at the time of pick up and the ***** infestation. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into this for you and see how can assist you.
ACE Rent A Car
Date: 09/20/2024
Hi ***,
Thank you for informing me about the condition of the rental vehicle you received at the time of pick up and the ***** infestation. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into this for you and see how can assist you.
ACE Rent A Car
Date: 09/20/2024
Hi ***,
Thank you for informing me about the condition of the rental vehicle you received at the time of pick up and the ***** infestation. If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits), I'd be more than happy to look further into this for you and see how can assist you.
Review fromErin B
Date: 09/18/2024
I booked this pay-at-the-counter via Priceline for $145.28. My credit card was billed $397.68. HUGE DIFFERENCE. I have never experienced this with any other rental car company before. I sent this to customer service after the trip, was talked i circles for months, then received an email that said, we cannot refund you anymore as this has been months since the trip and the information I just requested wasn't provided within that timeframe (to which, it was, they were just talking me in circles to avoid refunding their errors). We arrived late in the evening with a 2.5 year old on the verge of a meltdown, so I just trusted the counter person to do her job correctly. DO NOT DO THIS. They would not let me pay and my friend drive because the name on the card didn't match the driver. So we had to add an additional driver charge of $12.99 per day. All because I wanted to use my Delta AMEX to have double-protection. We stood there both with our insurance information (both more than enough of a policy to cover this), but were charged liability insurance at $19.99 per day without being told she did this or without an option of what to choose. There was a daily adjustment fee of $30 added, but it doesn't appear in the total. Except, when you run the *****% airport access fee, they added this $30 in so the charge was larger. I literally cannot match the 7% sales tax to any of the numbers on the bill - even using solver in Excel. It is a made up number, so I cannot tell if it includes items it shouldn't such as fuel surcharge - which should already be taxed. I do not recommend this company. They are using you. Use another - use one that let's you check-in yourself prior to arriving and you just pick the keys up, such as Hertz or Dollar. No issues, overcharges or oversights with them what so over.ACE Rent A Car
Date: 09/19/2024
Hi ****,
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. After looking further into this matter, I can see that you offered only your insurance card, but it does state in our terms and conditions that customers must provide supporting documents (declaration page) stating they have full insurance coverage. Meaning, it must show you have collision and liability coverage as well as if it covers rental vehicles. The insurance your credit card provides only covers collision, and you need both collision and liability coverage to rent your vehicles. If you would like to further discuss our rental process or policies, you can always reach us by email at ************************************* or by phone at ************.
Review fromSteven R
Date: 09/12/2024
****** is the best . Thanks for her help. Drivo has nice clean cars.ACE Rent A Car
Date: 09/13/2024
Hi ******,
I'm happy to hear that our agent, ******, was the best during your rental experience at ACE and you were satisfied with the vehicles we had at Drivo. Thank you for showing appreciation and we hope to see you again on your next big trip.
Review fromAllan T
Date: 09/04/2024
****** was very helpful my experience was great rented for my birthday.... awesome!ACE Rent A Car
Date: 09/06/2024
Hi *****,
I'm so happy to hear that our agent, ******, was very helpful during your rental experience and made your time with us enjoyable. Thank you for trusting ACE Rent a Car to provide a special vehicle for your special birthday, and we look forward to serving you again soon.Review fromyu fei s
Date: 08/31/2024
I was at ACE!I am waiting the line almost an hour.And he told me, they will collect deposit $1000. (Point: There is an additional charge of about $700 at ACE. So total charge $754 on wisecars website +$700 at ACE+ $1000 collect deposit =$2454!)Also, I was asking the front desk, it will refund? He told me, they wouldnt charge, and he will note on this appointment.I contacted wisecars. they spoke According to them, this reservation was a no-show, and they will be billing Wisecars for this reservation.Because we are getting charged for this booking, we will not be able to offer you a refund.And I tried credit card dispute, I still not ***********, I WILL TRY SMALL CLAIM.ACE Rent A Car
Date: 09/03/2024
Hi,
If you can please email us at ************************************* with your confirmation number (3 letters followed by 8 digits) or call us at ************, we'd be more than happy to look further into the deposit that was charged on your card and the refund you were requesting.
Review fromLydia B
Date: 08/30/2024
My initial concern was it took longer than 30 minutes to get picked up at the airport even though ACE is listed online at the Charleston Airport and it's not. Then, there was only one Clerk waiting on all of the people who were there. That Clerk was continually having to leave the desk to go outside to the back of the building, answer calls and check people back in. The Clerk said they were short-handed. Once I received service, I asked where would I drop off the keys if I returned the vehicle before they opened. I was told I would have to go to an alternate located (Park and Go), drop off the vehicle there then pay Park and Go $10 to shuttle me back to the airport. After having the vehicle for a few hours, the tire pressure light came on and the rental office was closed. First thing Saturday morning I took the vehicle to get the tires checked and was informed one tire was low so they put air in the tire. Two days later the tire pressure light came on again. I called the rental car office and was asked to take it to a tire shop and see if they could repair it because it sounded like there was a slow leak. Based on that request, I took the car to a tire shop and they said the tire stem was bad and they replaced it. I called the rental office again and let them know what had occurred. The Clerk said they would reimburse me. So far, I do not see that credit on my card. Lastly, when I took the vehicle to Park and Go, the attendant asked if I was told I had to pay $10 cash. I told that person I was told I had to pay $10 to be shuttled to the airport but at no time did anyone say it had to be cash. The attendant said I would have to be charged $15 if I used my credit card. I did NOT have any cash so I was required to pay $15 on my card. I was so disappointed and I am asking for *** to make this right. A representative from ******** said they do not reimburse for tire issues because that's the customer's responsibility. The representative stop communicating with me.ACE Rent A Car
Date: 09/03/2024
Hi *****,
Thank you for taking the time to leave a review about your experience at ACE Rent-A-Car in **********. It looks like you did speak to one of our agents and they did request further information regarding this matter. If you can please respond to the email they sent you, we'd be more than happy to look further into this for you. Your review is truly appreciated because it helps bring insight into what is going on at our locations and what we need to do to become better. If you have any other questions or concerns, you can always reach us by email at ************************************* or by phone at ************. -**********;Review fromEnrique S
Date: 08/19/2024
Rented a midsize SUV, was promised a Nissan Rogue. Get to the rental location and was given a Nissan Rogue Sport which is a different model vehicle in a different size category. Ive reached out to customer care and they literally did nothing for me. Ive tried calling this location multiple times with no answer. Anyone who knows about vehicles knows the rogue sport is a SUBCOMPACT SUV which means its very small, Im traveling with my infant which means I have luggage, car seat and stroller and we barely fit. My reservation was for a midsize SUV and it says a Nissan Rogue, ****** RAV4 or similar, yet they gave me a small SUV. Never renting from this company again. They also gave me a rental that was all scratched up and told me they dont inspect the vehicle, that I should take pictures and videos as my own proof in case of any issues. ***** Rip off and very alarming that even customer care wont fix the issue.ACE Rent A Car
Date: 08/20/2024
Hello *******,
Thank you for your feedback regarding your rental in ***************. While I understand the frustration with the size of the vehicle provided, the Nissan Rogue no matter the model is a midsize SUV. Unfortunately, no compensation will be awarded as you did receive a vehicle in the class you reserved.
Thank you
Review fromGerry R
Date: 08/13/2024
I booked a car rental with Ace at the McCarran airport location is ********* through Priceline.com without reading any reviews because it was the cheapest option. Huge mistake. At the check in counter I was told I needed to purchase an additional $20 a day insurance through them to rent the car. I argued this point while going through my insurance policy with them on my phone and saying no other rental company has required this of me. Then the agent said I could only pay $12 a day extra. This immediately put up a red flag for me and I felt I was getting scammed. I requested to cancel the reservation and the price dropped again to $5 a day. I once again requested to cancel the reservation and she said she couldn't cancel the reservation that I had to cancel it through Priceline.com and it would cost me $50 to cancel. I walked out and while in the Uber called Priceline to cancel the reservation which was immediately cancelled for no fee.This location obviously incentivizes it's agents to nickel and dime customers with no ethical limits as I was lied to at least 3 times in my one brief encounter. Even though this might be the cheapest option you will be charged more more money and lose peace of mind. It is not worth it.ACE Rent A Car
Date: 08/14/2024
Hello *****,
Thank you for bringing up your concern with the customer service you received and the agent attempting to force insurance to be taken so that this may be addressed directly. I hope we will be able to assist you on your future ACE rental whether in ********* or one of our many other locations.
Thank you
Review fromNicholas A
Date: 08/06/2024
****** was very helpful and professional. I would definitely due business here again!!!ACE Rent A Car
Date: 08/07/2024
Greetings ********,
I appreciate your positive feedback about our ********, Coney Island team. ****** will be thrilled to hear about the great experience she provided you with. I look forward to seeing you again soon.Thank you
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