LOS ANGELES, CALIFORNIA -- Very disappointed in ACE's overall service. I found them online and they did offer a good price. I rented a minivan and was told on the phone that I could add a driver as long as I had a copy of his driver's license with me when I picked it up. Once I arrived the ACE representative, Mareena said that was not the case and that those that answer the phones don't know the policy that any other drivers need to be present to be added as a driver. Fine I will drive all the way to northern Nevada without help now.
I then drove 30 miles to find a back seat seatbelt was totally nonfunctional. I drove all the way back to LAX and was given another van. The second van had several scratches including the front bumper area and the man that helped me wrote on the paperwork "scratches all around". He had me sign some more paperwork with the new van's info and I left.
When I returned the van after the 8 days the female ACE representative (black lady with long hair) that I initially spoke to was not happy. She took the key from me and then I saw her walking outside without saying anything to me. I felt like I was inconveniencing her. I followed her and once she walked around the van she said they had no record of the scratches on the front bumper. I found my copy of the paperwork that said "scratches all around" and gave it to her and then she said that this was their paperwork and that I was not suppose to have that paperwork and that she would have to keep it.
Then she went to Mareena who said that those were not scratches on the van but it was paint that was coming off. They told me I would have to fill out an incident report and an investigation would have to be done. Really? ACE is potentially going to find me at fault because of something I had nothing to do with? I told them to ask the man that helped me when I exchanged the van and they said he did not come in until 2pm so I said to call him and they said, "We don't have his number".
Mareena told me that the paperwork was done wrong and that the paperwork they had on file was for the first van I rented. Also she said that an exchange was not performed properly since they only had my signature on the paperwork for the first van. This is not my fault so why are you telling me this? Just fix the problem. I was so upset I asked to speak to the Regional Manager whose name "Eli" was on the wall behind them in a poster that stated "We want customer satisfaction" and to call him for any problems. There was no number listed on the poster but nonetheless I did say I wanted to speak to him.
The 2 women then went in back and came out with paperwork that said rental closed with my fee that I was quoted. Truly bad service and stress that could have been 100% avoided. Pay the extra money to deal with a company that will provide the customer service and common courtesy that you deserve. The only friendly person I came into contact with was the man who apparently did the paperwork all wrong.
When Mareena finally said the rental was closed and that I just needed to sign I told her that they probably need to give that man some more training since they said he did pretty much everything wrong (except being the nicest person at ACE that I came into contact with). There was absolutely no response to that from her or the other lady. I will discourage people from using them, no matter how good a deal they give. It is just not worth it.
FT. MYERS, FLORIDA -- My husband and I left the Ft. Myers, FL location approximately 1.5 hours ago; leaving without the vehicle that had been reserved. My husband and I received the worst customer service that we have ever received while renting a vehicle.
Numerous items were different in person than when reserved online (ie. Website stated unlimited mileage, reservation stated vehicle was economy, yet vehicle available was mini van and required upcharge to change vehicle, required toll fee of 6 dollars per day, yet routes did not include tolls). We attempted to be good "sports", however the agent was so rude that we left without a vehicle. Upon the agent stating "if you rent cars so often you should know rental terms better", we decided to leave. Will never rent with Ace again; one and done with this company. Too many other good companies available.
JACKSONVILLE, FLORIDA -- We rented a SUV from July 30, 2015-August 3, 2015 in Jacksonville, Florida from ACE CAR RENTAL. When we returned the vehicle, the agent walked around looking for dents - none were found. He then rubbed his index finger across the windshield and said "There's a small scratch and we have to charge $42.00 for it because the windshield has to be replaced." The windshield had a lot of bug juice on it, but a scratch could not be identified.
We spoke to his boss, who stated if there's a scratch on the windshield we have to charge $42.00. They didn't want to acknowledge or hear anything when we pointed to the very present bug juice. They just added $42.00 to the rental bill and took it from the credit card already on file without our consent. They were RUDE, ARROGANT, and HUNGRY for extra dollars.
For years, I've rented several cars from other agencies; and they have NEVER rubbed the windshield with their finger searching for anything. We will NEVER conduct business with this little money hungry place again. IF ANYONE DESIRING TO RENT A CAR FROM THIS ACE CAR RENTAL... PLEASE BE VERY CAREFUL. Make sure any streets you drive in are clean and free of bugs. They might be economical in rental cost, but to me, they'll get more money in other ways.
Rented a car through carrentals.com for use in the Republic of Panama and purchase the insurance policy recommended. When I arrived at PTY airport ACE office, after two hours of waiting I was handed with a dirty and inferior car than requested; also they did not accept my car insurance policy that I had previously purchased and then I had to pay for a more expensive insurance that they sold me. During my visit I got into a car accident where the car that hit me took completed responsibility (his insurance) for all charges regarding to the accident.
I have to completely stop my trip in order to make all calls and fill out papers due to the incompetency of the insurance company of the car rental. I have to go to the main office and talked with the operation manager ** who promised everything will be taken care and apologize and recognize the bad service (BTW ACE RENTAL is the same as FOX RENTAL).
To my surprise at the end of the trip I got hit, upon return of the car, with all kind of charges for "my share" of the accident and I was told that even though the other party was responsible and was willing to pay, “I” would have to go and fight that with the insurance company if I wanted to be reimburse. This agency undertakes the good name of ACE Company. This is the first occasion that I rent a car with this company and according to the experiences I see I will not use this company in the future.
DENVER, COLORADO -- On Wednesday, 6 Jan 2016, I waited curbside for their Denver shuttle at 7:45 pm, but it did not come. I called 2 times before their 8 pm office closure and no one answered the phone or was there a voicemail to leave a message. I finally reached the manager and he (and his staff) happily left me at the airport without a car. I will never rent from Ace again and I suggest you avoid ACE like the plague.
AUCKLAND, NEW ZEALAND -- We arrived at Auckland airport and there wasn't an ACE car rental kiosk in sight of the other car rental kiosks. We were informed by another car rental company to go to the information desk where we were handed an envelope with a car key and a parking ticket to exit the airport premises. We were vaguely indicated to the location of the car and only after a lengthy search in the rain did we locate the car.
On sight of the car we were disappointed at the condition and the high mileage of the car (154232 km). As it was already very late at night, we decided to proceed to the exit and find our accommodation for the night. Once we reached the exit, we had to pay $36. We were not informed about this charge and had to turn around to find the pay station to make the payment. In all the time that we have rented cars, we have never encountered something like this.
As we were driving, we realized that the car was not in a good condition for driving at all. It was raining and for one thing, the windscreen wipers were not in a good working condition and the shock absorbers were in a poor condition. We have to do some extensive driving on our trip and felt unsafe driving with this car. We decided not to continue the use of this car and the next day we contacted several car rental agents and found a more suitable vehicle at a higher cost, as there were very limited vehicles available.
We returned the vehicle to the Auckland city branch at 14h 40, 20/04/13 with 154272 km (only drove to hotel and your office) I mailed them and requested a full refund for the rental period and the parking cost, but to date I have not received any response or credit. Please also note that I requested on booking to return the vehicle to Wellington Airport, but noticed only on collection that we must return it to your Wellington offices far away from the airport, and this would've created a great inconvenience and additional cost for transport to the airport.
FT. LAUDERDALE, FLORIDA -- This past week I made reservations for a car at Ft. Lauderdale; my flight was delayed due to mechanical issues and I was not able to pick up the car at the scheduled time. After arriving at ACE, I was informed my reservations were canceled after two hours, and there was not another car available at the previous agreed price. I had to upgrade to a more expensive car that I did not need or want. The attendant acted as if he was bothered by having to get off his butt to wait on me. Very unfriendly, arrogant, and his use of English was terrible. I had to constantly have him repeat what he was saying because I could not understand what he was saying.
Instead of having the car brought to me, he just pointed it out and handed me the key. After locating the car I could not open it; the shuttle bus driver saw I was having problems and he assisted me by activating the panic button to find the actual car. Customer Service at this location is the worst I have ever encountered. The facility was dirty and in a horrible location. I can assure you, I would have to be extremely desperate to use this company ever again.
TAMPA, FLORIDA -- I rented a car for one day, I had to wait 45 minutes for the shuttle. Ok the car I got was not the one I booked. The guy was rude and that was ok, I am ok with that kind of people that does not like Indian people. I called because I was running late to drop back the car. I called and he said it was ok, I have until 5 to drop it off. I had to go to Payless to get another car for 7 days. I got back to the lot and of course I can't drive two cars and they would not take us to the other place. My husband drove the car from Payless to the lot, he told me I was being charge 100.00 because he drove the car.
I explain what happen. He was so rude, he said I was lying. I was never so ashamed and he even charge us for the hr. My husband was loud but he was also. I will never ever rent from ace again. He told us to get out of his building. You have very people working for you. You teach them well so a $22.00 car cost me $151.00. How else will ace make back their money. Thank you so very much, hope ace all the best and remember there is a God.
SAN JOSE 0000 CRI -- I just went to Costa Rica for my honeymoon, and everything was exceptional except for this ridiculous scam called Ace Car Rental!! First off, I used carrentals.com to find this company, which proved to be the cheapest available and seemed too good to be true... it was! The total for the rental came to $155, and I printed the entire packet from the internet and brought it with me. I knew I was in trouble when I arrived at the airport and no one knew who ACE was, and someone told me the address was a 20-minute taxi ride. The "shuttle" they were supposed to provide was not present, so we spent $27 for a taxi to find the location.
Come to find out, it is a tiny office hidden inside a larger building called Hola Car Rental - not a good sign. When we presented our documents, they told us we would be required to purchase mandatory insurance for an additional $75 which only covered the other driver, but because of the type of traffic, we better opt for the other additional coverage of $96. But even then, that didn't cover us because we were required to give them an additional $1000 "to hold"... but what does that cover if we have full coverage? To make things worse, it all had to be on the same credit card, which is difficult when you are not expecting it.
One man said all the information should be in the documents from the website, but I handed it to him to find, and of course it did not exist. They have no concept of Customer Service, as I told them I wanted to speak with the supervisor to discuss, and even though I could see him 20 feet away in a corner office, he refused to address me! The car was junk and barely got us through the mountains and dirt roads of Costa Rica, and we could not even return it a day early. We tried to speak with someone a day early, and were told we would get a phone call returned to our hotel in ten minutes, but never did.
When our hotel manager called them back to check on it, the woman cussed him out and told him someone would call him as she said... still nothing! This company is a total scam and should be avoided at ALL costs... go with a major brand car rental in Costa Rica!! The only bad part of our entire honeymoon!!
SAN FRANCISCO, CALIFORNIA -- It has been 14 days and we have not been refunded a deposit on our debit card. Their customer service skills are poor. The 1800-622-9090 number can give "no" help, they always refer me to a 714-855-2555 number. I am waiting for them to contact me about my money. So, please don't make the same mistake. There is NO Customer focus!