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Ace Car Rental Consumer Reviews

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Very Disappointed
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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.

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AWFUL
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TAMPA, FL -- This company is the worst rental car company. They have terrible customer service. They argued about returning our deposit and tried to add a ton of extra fees. Overall horrible company to deal with. Never ever use them!!!

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Brutal - Don't Do It!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Rental Agreement
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

VANCOUVER, FLORIDA -- This company is the biggest scam in the car rental company. They have a horrible customer service in the YVR who are very rude. My advanced purchased rental agreement of $287.09 turned into over $585.00 at the counter. The reason was that they do not accept any insurance, yours or your credit card and charge $33.00 per day. Note that all other company such Budget, National charge $11.00 per day for this location. Driver was still responsible for the first $1000.00 even though purchasing daily insurance at the cost of $33.00 (more than the daily Car rental). In addition, they were going to charge for airport pick up and drop off. What a rip off and scam operation. DO NOT RENT FROM THIS COMPNAY or you will pay for it.

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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- My sister rented a car from ACE Rental Car on Monday 07/29/2019, by Tuesday she had to put air in the driver side front tire four times. When my sister called ACE they told her she had to pay for them to give her a new car, when we get back to the airport they gave her a problem telling her they was going to charge for the tire.

Good thing is my sister went to a tire place. They looked at it and gave my sister a write up about the tire, that some plugged it before, when she gave the paperwork to the man behind the counter name DAVID he still was telling my sister she should've brought the car back sooner. Not that we was an hour away from the airport, when my sister asked for the manager on the phone they told her he wouldn't be in until after 4pm, when we made it to the airport DAVID told her the manager was on vacation.

Bottom line DO NOT RENT A CAR FROM ACE, they are privately owned and when my sister called the Corporate Office the lady who answered the phone was rude when my sister asked questions... Again DO NOT RENT A CAR FROM ACE!! I forgot to say we was on vacation so it wasn't just my sister in the car, but myself, my mom and niece, so we all was inconvenient.

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Worst car rental company ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- Never ever rent from Ace Car Rental. Having rented hundreds of cars in the US and abroad from almost every major company, I have never seen such unprofessional service. I rented from the Las Vegas airport location. They left me waiting for their shuttle for almost an hour in 106 degree heat. Their phone is on a loop so you cannot reach them by phone. Corporate was aware of this. They then insisted that I not use a debit card and promised to bill the debit card when I returned the car. When returning the car, they refused to use my debit card even though their own notes showed they promised to do so. As I was waiting, another customer was frustrated that they opened two hours late. I reached out to corporate and spoke with Christina, a manager. She emailed the Las Vegas manager who never returned my call. Christina said there was nothing else she could do. She claimed she had no manager (I'm sure she's not the CEO) and refused to allow me to speak with her manager. I told her I would write a complaint and she said that was fine as she handles all the complaints. Worst company ever!!!!

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Prepaid reservation not honored
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTH CAROLINA -- On April 9,2018, I reserved a 12 passenger rental van for a week, starting on July 23 2018, for a trip to the beach with grandkids. I reserved it more than 3 months in advance, and I paid the full rental fee in advance. Our beach trip is an important tradition for our family, some coming from several states away, and some even from overseas. I made the reservation far in advance and prepaid as I thought it would assure me that the vehicle would be available when I needed it.

I drove to Ace's location a week in advance to 1) be sure I knew the location, and 2) to re-confirm my reservation.When I got their, I was told that the vehicle I had reserved had been rented to a different party, in spite of my long-standing, prepaid reservation. I was offered a 7 passenger minivan instead. And I was not given any advance notice that my reservation was not going to be honored. I cannot safely transport my 9 passenger party in a 7 passenger minivan, so now we must take 2 cars, which was exactly what I wanted to avoid.

Not a satisfied customer

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Hope You Travel With Your Utility Bill.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TAMPA, FLORIDA -- I was rear ended on the highway and my car was totaled. I need a quick and cheap rental so I could get to work in the meantime. Hotwire had a deal with ACE for about 13 dollars a day. I scheduled the reservation and took a thirty minute Lyft to the airport. When I got there, I offered the guy my ID and credit card (both had my full name), he then asks me for a utility bill to prove my address. I looked at my reservation paper for the list of things they told me I would need to bring with me, a utility bill was not one of them.

The man at the desk gave me an email address where I could send the utility bill to from my phone. It was absolutely absurd. They have my card information and the car was prepaid for. Had it been fraud, they would have gotten an alert by then, and the fact that every card in my wallet offered the same information did nothing. Thankfully I was able to get all of my money back from Hotwire but I spent the next hour trying to get out of the airport while I waited for someone to pick me up. Unfortunately, no other agency had cars for rent without a reservation.

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Terrible Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Ace Car Rental Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 27 ratings and
38 reviews & complaints.
Contact Information:
Ace Car Rental
4529 W 96th St
Indianapolis, IN 46241
877-822-3872 (ph)
www.acerentacar.com
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