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.
LOS ANGELES, CALIFORNIA -- Worse experience ever. Hard to find... not even at the airport. We were given bad directions and ended up in a parking lot where a bus driver that wasn't on shift, thank goodness, drove us to the pickup location, where a different company's driver saw us and took us to ACE. Employees were slow, disorganized, and rude (except for the man that was working at the time, he was very helpful, fast, and eager to help people once he was off his lunch break). Vehicle had a huge stain in the rear of the van that wasn't pointed out to us so we were constantly worried we would be blamed for it.
Upon returning the van, the lady behind me was told to "take the van and fill it up, right to the top, nice try." I thought there is an option to pay for fuel or not. Another gentleman tried to pay with a prepaid MasterCard and they wouldn't take it. When given the option to take debit card, he accepted, but then was told that their machine doesn't take chips. What machine nowadays doesn't take chips! Get with the times. He left without his rental as he had no other way to pay. Brutal.
Then we waited for the shuttle driver to arrive and when she finally did she said "I'm supposed to be off now, but I guess I'll take you" very rudely. Unbelievable. We had a flight to catch and were in a panic because of ACE employees slowness and now you say "I guess I'll take you"!! I guess you will, and I know that we'll never use them again. Not worth the small savings we received, not even close.
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 booked online after hurricane Matthew totaled my daughter's car and destroyed her apartment. We came directly from clearing out her apartment so we were tired. We booked online for $166 per week. Got to the place. Got the car and went on our way. Thought it was weird the guy kept talking about how he was from California and smoked pot a lot. I work for a drugstore and he was asking a lot about prescription meds. I thought was odd then he said he was talking too much. Signed our papers and left.
Found out when we dropped it off that they charged us for my daughter being a second driver and under 25 doubling the charges. This was never mentioned when we picked up the car. When I called to dispute the matter I was told flatly that I should have read the contract I signed. Ok. Yes I should have but this tells me that this is normal everyday practice for them.
CANCUN -- We rented a car in Cancun for a week. When we arrived there was no shuttle, and nobody picked up the phone. We tried a dozen times. I found an international customer care representative that tried calling the local rental place and she could not reach them either. We had to rent a van (for 7) to our hotel and didn't have a car all week. Customer service is non-existent. I tried calling a representative when I returned to the States and only reached a recording. We had to pay for a car service both ways and find "tours" to the places we wanted to go. Awful company, awful customer service. Stay away.
CALGARY, ALABAMA -- I made a reservation to get the car in Calgary. On my reservation it said that the car pickup place is 2 miles/5 minutes from the Calgary airport. When my husband and I arrived at the airport, we called ACE to know where to find the shuttle and we received the information and were told that in a couple of minutes the driver would be there. After a 28-minutes wait, the shuttle arrived and it took other 25 minutes for us to arrive at the pickup place. The ACE employee took other 40 minutes to complete the reservation in the system.
After almost 2 hours waiting for the company to provide us with the rented car, we received dirty car (on the first look I already found hair and dead insects inside the car). The seats have a terrible aspect as it has several stains. The tank was not full (as the ACE employee reinforced several times that it would be) and, worst of all, the 2 rear tires are no longer safe to be used. The marks show that it has past the replacing moment already.
When we complained about the tires, the person told us that they did not have another car so if we wanted a car that is what they had to offer. I am extremely disappointed with the terrible service and product that I have received. I have rented cars from several companies in many countries and this was by far the worst experience I have ever had.
MADRID -- I rented a car in Madrid, Spain, via the web from the USA. AFTER the fact, I was told that the pickup location was NOT at the airport. It was in a location some 15 minutes by shuttle (which NO ONE knew where to pick it up or how often it came by). Once at the pickup location and after an hour waiting in line, I was told that the actual ACE Rent A Car was not manned and that the rental company in whose line I was standing in was doing them a FAVOR by handling their customers.
After some back and forth, I was told I could NOT rent a car from them (I had ALREADY PAID for a car!!) because I did not have an international driver's license?!? NOWHERE on their documentation or the receipt did it show that having an int'l DL was a requirement! Nonetheless, they would not rent me the car I had already paid for! I then had to go back to the airport and rent a car (w/ no reservation - expensive!) from a REAL car rental company. All in all, chalk it up to experience - "If it sounds too good to be true, IT PROBABLY IS!" DO NOT USE ACE!
JACKSONVILLE, FLORIDA -- I wish 0 stars were an option. Awful. Do NOT rent a car from this outfit. First, I did not get the car I reserved (they told me they didn't even carry that model). When I returned the car, the agent informed me there were several "pits" in the windshield I would have to pay for. Having originally picked up the car in the dark, there was no way that I or the agent could have verified their previous existence or not. What's worse, I had bought insurance coverage from them at $10/day which conveniently (for them) excluded glass and tires.
Additionally, I was charged an airport shuttle fee. I never used their shuttle. There were 7 other additional, miscellaneous fees. I reserved the car on Orbitz at a certain price but by the time this fiasco was over my final price was more than $100 over the Orbitz price. I recommend going with the more reputable agencies (Hertz, Enterprise, Avis, Budget) paying a little more up front but no rip-off surprises later.
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.
EVERYWHERE, ARKANSAS -- ACE IS DISCOUNT, DISCOUNT IS ACE. The discount dealers said phone ACE, the booking agency AFTER THEY overcharged me. What a joke. Do not book with either. They are dishonest by using large bold numbers to give you a total but put in small writing below the actual cost (in my case another $47.28). When I phoned ace, they answer as discount car agency. Clearly they have no concern or ethical policy for being upfront with the total cost. I will continue to spread this message on the internet and will be contacting the BBB.