JACKSONVILLE, FLORIDA -- Terrible customer service (one star is too much for this company). The guy at the front desk more than ironic in each of his comments. Really bad experience, I would recommend not to rent a car through this company in Jacksonville. The same guy told me that I should go to Avis to get the service I was requesting. Of course, I have rented twice since this, and not by this company.
I had a car rental booked for 6 pm, call to let them know I was going to pick up the car between 10 and 11 pm. When I got to the company, the guy at the front desk told me they didn't have the size of the vehicle, and he would give me a bigger one but paying more money. I've had the same experience in other car rental companies and they honored the price. However, I was told that I could go to Avis if I wanted to get the service I was requesting.
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.
DENVER, COLORADO -- Rental went smooth. Expensive, yes. If traveling though around sightseeing worth it. The shuttle drivers however after dropping off our rental transported us to the airport. Now, I had dropped my other in law off earlier in the day for her flight and drop off went smooth. However, I have a foot that is recovering from recent surgeries and cannot walk far distance yet. When the shuttle dropped us off we were told it was a one stop drop and our check-in desk was one minute away. We get inside and realize he dropped us off 2-3 football fields away to drag our luggage just to get to where we need to check-in at. The frustrating part is I questioned the drop off point and was lied to.
I then called the company 2 days in a row and left my number to get a return call and never got anything still a week later. Terrible business. Would never rent from ACE rental car again. Or retrain their shuttle employees when someone has a alignment to drop them off as close as possible to their check-in counter and maybe we would reconsider!
Too long to describe. Paid $233 in advance; assured they were waiting with my rental; arrived and got Grand Caravan vs. economy car. Not advised while checking out. Returned 10 minutes later to say did not reserve van & did not feel ok driving it. Told nothing could be done. Barbara is inept and her boss Matt is clueless. Worse, Jason from customer service supposedly tried to help but no record of this.
Essentially, drove 95 miles in 10 days as could not drive van. No one cared. Company is HORRIBLE. I will avoid at all costs in future. I wish I did my homework online as if I did, I would not have rented from ACE. Save yourself time and hassle - go to reputable company, it will be worth it in the long run.
AURORA, COLORADO -- I reserved a car online for Denver International airport. I was charged 122.17 (which included a fee for being 24 years old). Upon arrival I was told that my insurance card was not valid because it did not have my name on it. My parents sent an email via my phone showing my name on the policy. The salesperson Sarah who was very difficult to understand. Told me I still had to purchase the insurance. I also told her this was on my Visa and told her my Visa account covers car rental. She kept insisting I had to purchase the rental insurance.
Next she told me I had to get a toll pass. I explained that my travels would not take me through tolls. She told me this was not a choice and said I had to buy it. My rental car ended up costing me 239.32 because I could not stay there any longer and I had told her I was due at a meeting at my graduate school. Finally I see that she has added prepay fuel. This was not even asked about. I was overcharged 117.15! NEVER EVER go here, you are lured in by low prepay and then it doubles when you get there!
FORT MYERS, FLORIDA -- Do not rent from Ace Car. Waited too long to get shuttled and had a long ride to lot. Leah was very rude after trying to sell me things I didn't want, pushed the keys across the counter, and said the car was located across the parking lot. Was not in sight, went back and she said, "Walk around all lots until the remote sounded the horn." I walked with luggage and my wife until I came across a black Ford Focus covered in dirt. Could not see out of the windows, big scratches, dirty interior, etc.
Walked back. Was told it had to be run through the shop for cleaning, that will take some time. I told Leah very nicely I would be late for my appointment. Asked for a different car. She was gone for quite some time. Came in and said she found a Hyundai Accent same size as the Ford. She wanted me to upgrade but I refused.
When I returned the Hyundai she was not working and she added extra, upgrade charges that I would have to discuss with Matt the manager Monday. After calling and waiting on hold for 4 times, called back the 5th time. Got Matt. He told me Ace is not a major, upper car rental co. so I should of took that disgusting Ford and went on my way. I requested a different car so I have to pay the upcharge. Will never rent for ACE and you shouldn't either. Thank you!!!
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.