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!
BRISBANE -- My wife booked a rental car from Ace Rentals in Brisbane. What an appalling experience. To begin, before we left, we decided to confirm details, only then to be told that we were not insured and had to collect the car away from the airport. We were to land after hours. This was not included in the opening spiel when the car was booked. The phone operator was defensive and argumentative and on two or three occasions had to be talked down before I could continue the conversation. When we arrived at Brisbane, we followed the instructions to find the pickup, but the people on the phone were reluctant/incapable of providing clear instructions or directions of where to go.
They were arrogant and unhelpful. Eventually we got to the pickup point and found the minibus that was to take us to Nudgee Road, where the car was. When we got there the car was a grotty little Getz that smelled and had numerous damages. The staff at the after hours office also wondered where the toll card/flasher was (us: "the what?"). Turns out there was no arrangement in the hireage for paying of tolls. Great. Later, I called the hire company to ask what arrangements were made for paying tolls because on the contract there were numerous penalties listed for infringements. One was a $30 penalty for every toll that was not covered.
We had not been told about the toll system in Brisbane. In answer to the question: what was arranged, "No worries, you just register it". "uh, what?" Then a long game of twenty questions ensued, where I had to ask the right questions to elicit information from the supremely unhelpful girl on the phone. Half an hour later, I worked out what needed to be done for the tolls. About the car? Tired, dirty, smelly, and a dodgy engine management system that would cut out. Do not use Ace Rentals if your holidaying pleasure is reliant upon it. The staff at Ace Rentals in Brisbane clearly do not like foreigners (people who are not from Brisbane) or they cannot be bothered with them.
DALLAS/COSTA RICA, TEXAS -- Set up a normal rental in Central America, they faxed me a confirm of price which I took with me. Arrived to out sourced rental car company Hola Car rental, they attempted to increase the price by $100 totally disregarding the confirmed price I had from ACE, leaving me stranded in remote area off site late in day. Forcing me to return to airport in attempt to find another rent car company in foreign country at night. Not a good thing but I will not be extorted for money. Called the company upon return to US they had little comment, not even a "Sorry" this happened. They are a Scam in my book.
This sort of thing happens frequently in Latin America, Gringos are stranded, don't speak Spanish, scared and thus will pay the increase. I did not, I have been here before. Leaving tourists stranded in remote area at night is BAD Business, this is a SCAM. Beware!
DENVER, COLORADO -- I had made a reservation for a large SUV as we were a party of 6 arriving at Denver International Airport. The number on the confirmation for shuttle pick up was incorrect - I had tried calling it before leaving for Denver and it was a fax number. I called the office and they said that I should call the office to request pick up when I arrive at Denver. I mentioned to them that we would be arriving late at night and the lady at the office said that it was fine.
We get to Denver and call Ace Rental - and there is no response. Finally after three tries and man responds saying that the rental office is closed and we could call back at 8 in the morning. We had to make other arrangements and finally arrived at our destination at 5 in the morning - four hours later than we should have! I am really disappointed!!
I rented a car from ACE car rental in August 2007. I found ACE thought Kayak.com a internet travel service. ACE rents worldwide thought subcontracting the work to local rental agencies. The agency they subcontracted to was County Car Rental in Dublin Ireland. I returned the car to County, they inspected the car and said there was no damage. They inspected the Car so carefully, I got worried and asked them to put in writing there was not damage. They put it in writing.
When I got home form my trip I got a note from County saying they found a scuff mark and charged my credit card $482. Neither ACE or County would take Responsibility Stating in Writing there was no damage. ACE and county also forced me to get collision insurance thought them even though it was covered on my credit card. My advise don't use them
Do not ever rent a care from ACE. They will rib you. We rent a car from ACE and couldn't double check any damage/scratches in the car as we were in a hurry. During drop off, they told there is a small scratch under the car, which we cannot see. (This is just a minute dot scratch). A week after received a claim stating for $500/- to pay back. When called the Claim service, they said your credit card has rental car protection plan which will cover the amount. We were surprised to know from ACE service that we have that in our credit card.
They forced us to claim our credit card and get the money to pay them. That was such a cheating from ACE that they find all the information from the credit information we give and put a blame on customers that we scratched the car. PLEASE DON'T EVER GET RENTAL CAR FROM ACE.
BURLINGAME, CALIFORNIA -- Do Not Rent From This Place. They are also known as ACE Car Rental, and Blue Oval Car Rental. This is my story: The shuttle took 1 hr to pick me up at San Francisco Airport. I made a reservation for a car; when I went to pick it up they told me that I had to pay and extra $20 for emergency road assistance - I told them that I didn't need that and they refused to rent me the car. When I was then leaving, the clerk came up to me and told me that they will give the original price - wow. Next, I'm on the road and it starts to rain; I found that the wipers were really bad, I couldn't see much and had to get out of the road and wait for it to stop raining.
Finally, they charged me $250 as a deposit for the car, and 4 weeks later they have not refunded it. When I returned the car, the clerk told me that the $250 had been put back in my credit card. It was a lie. I'm calling them everyday to get my money back, they always tell me to call a corporate number where an answer machine picks up and tells you to call again later. DO NOT RENT FROM THIS PEOPLE. You will loose time, money, happiness, and maybe your life.
AUSTIN, TEXAS -- ACE Rental Austin: their car return is unattended (no check in attendant). They claim bumper damage (sent us a photo of a car we did not rent with minor bumper damage along with another customer's personal and credit card info). We informed them that was not the car we rented. Then they sent us a photo of the car we did rent WITH IDENTICAL BUMPER DAMAGE, which was not there when dropped the car off.
They sent us a hand written estimate for the damage, plus 4 days loss of use, plus $100 admin fee.... unbelievable. They hired a lawyer who is threatening to file court charges and ruin our credit rating. Save yourself a lot of Grief and stay away from ACE. Note these are local franchises so the scam my be limited to the Austin location.
LOS ANGELES, DISTRICT OF COLUMBIA -- On March 16 they took out 3 transactions on my bank account of about 900 dollars. When I called it took 6 hours to speak with someone. They said they have no record of the transaction. I called my bank. They are investigating. What the did was gave me the deposits back a month ago after I rented the cars then they fraudulently used my bank numbers again to retrieve the money back. I am now going through litigation.