Ace Rent A Car reviews & complaints 32
Keywords
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Car rental pick - up
RE: Incident dated Thursday, September 14, 2023; Involving Ace Car Rental off-grounds @Newark Airport location.
Priceline Itinerary for Newark, NJ Trip Number: [protected]
On 9/10/2023, I booked a rental via Priceline, and insurance for a 4 day visit to New Jersey; Reservation Confirmation: and was assigned to
ACE Car Rental, Newark Liberty International Airport (ERW),
408 Carnegie Avenue,
Newark, New Jersey 07114
Telephone # [protected]
ACE Confirmation Number - XXXXXXXXXXX
On 9/14/2023, I flew from Orlando, FL, departing at 6:00 am, and arrived at approximately 8:41 am at Newark Liberty International Airport (ERW) via Jet Blue Airways (Confirmation Number: HQYEYJ), Ticket Number: [protected]. I had also purchased Car Rental Insurance thru Priceline with Travel insurance, Policy Number - PLIUS17360859867.
Unknowingly, I sought out the location of ACE CAR RENTAL, and was directed by numerous individuals who smirked (some laughed) as this company name was mentioned. Me, an senior citizen directed to walk a long distance down and down the escalator, across a extremely heavily trafficked road that I crossed (carrying my luggage) to marker 15 (to await a bus). Told to get off at destination, then take the escalator upstairs to a Tram. I was directed to get onto the Tram which stopped at stop # P4, and then went downstairs to a bench that was the pick up location for ACE CAR RENTAL.
Well, I sat on this on this bench (in the cold morning air) for at least 25 long minutes. During this time I attempted to call ACE CAR RENTAL, no answer. I also called Priceline, the Representative confirmed my reservation, he attempted to call ACE CAR RENTAL, and informed me that they were not picking up. They finally pick up another young lady and myself. We were both amazed as to the distant location and obstacles that we were exposed to to rent a car.
When we got to the location, ACE CAR RENTAL was in this raggedy worn down building that had numerous signs stating what they were not responsible for and video recording taking place. There were disgruntled customers who approached us with warnings citing numerous problems.
Inside, there was approximately 7 or 8 Representatives behind a single long counter. I saw a young lady who greeted me a pleasant hello, and asked how was my trip. I pleasantly informed her that I was surprised how far we travelled and she proceed to get me checked in. In the meantime, the young lady who road in the van with me was approached by a older man, who was later identified as Shaun, told that he was the Team Lead? While I was getting checked in the young female interrupted us angrily two-three times asking my Representative to assist her stating that Shaun. Was rude, argumentative, unprofessional, and disrespectful. I suggested that Shaun could finish my transaction, and the young female could assist this other woman. My Representative was clearly afraid to get involved.
I feet never moved from my location (where I was working with my customer service rep, the woman customer came over to where I was transacting business, and this crazy Shaun followed her on the other side of the counter interrupting our transaction continuing his loud and abusive behaviors towards the female customer who was clearly upset and crying. I have worked in Management as a professional for over 35 years intervened calmly in attempt to deescalate to mass confusion that had erupted said to Shaun. That he was “out of control”, “Not Listening and being rude and disrespectful to a customer”. He responded to me to “Mind my business”. The woman was extremely distraught thanked me, and just walked out.
I suggested to Shaun. That he take his next pay check and buy some manners & professionalism on “how to treat customers. Shaun. Responded to me that if I did not like it, “I could leave”. I told him that was “fine”, asked for paperwork showing reimbursement of my money; and was given a paper entitled:
DRIVO LLC Reservation Summary showing the physical address as:
EWR, 410 Route 1 and 9 South,
Newark, NJ 07114,
phone #: [protected] (different form one provided by Priceline) in the amount of $147.42, stamped CANCELLED. I had notified and cancelled all companies involved.
My bill totaled $217.80, charged to my Discover Card #XXXXXXXXXXXXXXX, including the insurance on the car.
In closing, I am Retired Senior Citizen who enjoys travel and has an expectation of Customer Service. I travel to New Jersey 6times plus each year. I rented from Enterprise who provided excellent Customer Service. It with insurance cost me $313.10 with insurance.
I am (begging all parties involved) Priceline, Newark Airport, & BBB to please reconsider who you do business with. ACE CAR RENTAL lost a lot of business that morning. The same person even almost lost a third Rental Sale while I was there. ABUSIVE TALK & BEHAVIOR IS NEVER ACCEPTABLE. Every customer that is mistreated at that location is left stranded in a remote unsafe location to fend for themself. It is extremely dangerous location. Even the Hampton Inn (next door) has structured security on its premises. Not many other options and limited sidewalks to walk on. ACE never offered even to transport their throw-away customers back to the the Airport, instead, chose to endanger our safety and well-being by just not caring..
Respectfully,
Gwendolyn Butler
Desired outcome: I would like to be reinbursed for the automobile rental paiid via Priceline in the amount of $217.80 in Full. I also, think that ACE should reinburse me my Enterprise Rental Fees of $313.10.
Rentals
The manger offered me no type of resolution for the incompetency of his employee and just continued to yell and state that his employees can cancel your reservation at any point without your approval and create a new reservation for you.
DO NOT USE THIS PLACE. It’s sketchy, the people are just scamming you. It’s my fault for not seeing all these reviews.
If anyone from corporate sees this, please reach out to me.
car rent
Pick-up: Thu, May 4, 2023 - 08:00 AM
Drop-off: Wed, May 10, 2023 - 06:30 PM
Rental Location: ACE
Hartsfield-Jackson Atlanta Intl Airport (ATL)
2200 Rental Car Center Parkway, College Park, GA 30337
When I arrived at the front desk, there was no staff member there. Waited for one hour and got a truck. I asked for a small car and was refused and was told to cancel the service. So I rented the car from Hertz. However, I was still charged because I was told the order from priceline couldn't be canceled.
Ace rent a car lax
I booked with ace rental car July 3-6, 2023, as “dealers choice” for $65.36. When I went to pick it up, Jonathan, asked how many people I was traveling with. I said 2. he then said the dealers choice was a pickup truck. I said “that’s fine!” He said “no, because it only has two seats and no luggage space.” He said I couldn't have a car unless I paid a $20 upgrade fee per day. Later, I saw Jonathan lied about the $20/day and actually charged me $25/day. Jonathan also demanded I show him my “round trip airline tickets or incur a fee of $1,000”. When I returned the vehicle, Daniel checked it in. This time, I recorded everything on video. Daniel said he had photos that the gas was more full when I took it and that I underfilled the gas. I told him that was incorrect, I actually overfilled the gas and had photos to prove it. Then he gaslighted me and said that’s what he meant, that I had overfilled it. I told Daniel about how when Jonathan checked me in, he said the car they picked for me was a two seater pickup. I pointed out the Dodge Ram on the lot which had four doors (at least four seats) and asked what other trucks they had. He said they also have a Nissan Titian. I asked if you have any smaller trucks and he said no. He said he was sorry that Jonathan lied to me to force me to upgrade. I asked him for a refund for them lying and forcing me to upgrade and then charging more than they said and he said he couldn’t give me a refund. He had the audacity to ask me to leave a good review. I expect to be refunded the bogus “upgrade fees” over my original balance of $65.36
Desired outcome: Refund
Ace car rentals, San Diego
I rented a car from Ace for July 8, 2023. Pick up time was noon. I was told the rate was $59.01 for 3 days. I called back to verify the address since 2 were listed. On the phone they told me to go earlier because the closed at noon. A friend dropped me off around 9:30 am. I was told they don't close at noon. I offered to wait until noon. They said they had a car ready. I have liability insurance and also insurance from my credit card. I was told I had to have their insurance. I was not given the option to decline their insurance. They charged me $185.80 for insurance. I was having a headache at the time and didn't pay attention to the total amount. I was out of the office at 10 am and told them I would be back on Tuesday at 10, making it 3 days. I was told I couldn't bring it back until noon and it would be 4 days. Total was $264.01.
Desired outcome: To have the insurance charges returned and only be charged for 3 days.
Reservation process and staff
I made a reservation at the LAX location and called to confirm. When I arrived I was helped by a Video Representative who told me that I needed a utility bill, a $1,000 deposit, and I had to purchase insurance through them because they do not cater to local customers. And I should have seen this on the website. This after an hour drive in rush hour traffic across Los Angeles. No Manager onsite. I checked the reservation no mention of this policy. You have to scroll all the way down to the very bottom of the terms and conditions which is ridiculous given how important this information is. But according to the Video Operator, I should have known this! Called the same day and a day later to speak to Manager, no manager onsite, no return call from manager. Horrible business practices.
Desired outcome: I want the website and/or reservation to clearly notify customers of these requirements. I simple notification based on the address used for reservation. Also believe Manager should be responsive.....
Iversta car rental, an affiliate of ACE Rent-a-car in Toronto
To whom it may concern:
I made the mistake of renting a car at Iversta, a company which is an ACE rent-a-car affiliate, in Toronto, Canada. If this company was not an ACE affiliate, i would have not used their services. Unfortunately, this car rental has been a nightmare costing me >$1000 for something that was advertised as a little over $200, as below:
On 1/30/23- i booked the car online via economy booking and paid $213.66. This was supposed to have included full insurance coverage, according to emails i received from economy booking.
On 3/22/2023- i picked up the car from the Iversta. This was an extremely unpleasant experience. The rental company (Iversta) is located outside the airport and to get them to pick us up, we had to get an elevator up to a particular floor of the airport, then go over to the Viscount road section, take another elevator down, find a blue phone on the wall, call their number on the sign next to the phone and then get picked up. All of this with 4 large suitcases and an 80year-old mother in tow. Not an experience i would care to repeat. On picking up the car, I showed the presumed 'full coverage' proof email sent to me from economy booking and payments made. The Iversta staff told me there had been no payment and charged me $331.22 for the rental and full insurance coverage. Additionally, they informed me that they would not be present in the office when i had to drop off the call (6am on 3/31). I took pictures of where i was supposed to park the car and drop off the key. 3/27/23- doing the monthly bills, i looked at the accounts and noted that i had already been charged $213.66 back in January 2023 for the booking and full insurance for this car. I called the Iversta staff, who stated they didn't have any record or information of my prior payment and no knowledge of my having been charged before. A long conversation, which included a very defensive site manager, was unproductive and concluded with him telling me to pick it up with economy booking as they had nothing to do with it. Economy booking, by the way, has no phone number and did not respond to any emails i sent. I disputed the charge with my credit card and that is still ongoing.
On 3/31/23- I dropped off the car and the key at the sites designated by the Iversta. Car was in its original shape with a full gas tank (picked up 3/4 full). I took pictures of the car at the time of drop off and they show the car is intact. 3/31/23- Iversta (your company) called my temporary lodging in Toronto to ask for my email and cell # (which were on all the paperwork). When I called them, they told me that the car had been left with extensive damage to the front of it and that they needed to charge me more to fix the damage. Again i informed the defensive site manager that the car had been left by me at the designated parking area in its original intact shape and that i had photos to prove that. They stated they had photos as well. I requested to be sent the time-stamped photos of the car damage. I also informed them that (a) i was not responsible for any damage that would happen to the car between 6am when i dropped it off and 9 or 10 am or whenever the car was received by their front staff and (b) the car was covered by full insurance coverage (paid by myself) and as a result i saw no reason for additional charges. Needless to say, this was another fruitless and uninformative conversation with the site manager, who did not answer any of the points raised above, nor did he ever sent me the photo proofs of car damage, time-stamped while i was responsible for the car. All i have received is the notice from the credit card that another $518.22 were charged to my card, bringing the total charges for this trip to $1063.09 (american). The company is now sending me emails, asking me for more money?! This trip has been made a nightmare thanks to iversta; a car rental that was intended to cost
Desired outcome: 1. Refund $213.66 paid on 1/30/23 online and $518.22 they charged me.2. Stop charging me additional funds3. Iversta make an employee available to receive returning rentals 24-7 or not rent cars when they cannot be thus received.
Charges for preexisting damage
Am still waiting to be refunded the $200 damage deposit charge they added to my rental fee. There is a dispute over a chip in the windshield that I pointed out to them when I returned the car. I did a thorough inspection before driving off the lot. I took pictures of the damage I had noticed and marked on the damage form, however the chip in the windshield was so small I didn't notice until my third day driving when the sun was at a low angle and it became noticeable. At the time of the return I showed them the chip and stated that it did not happen while I was driving as I'd have heard a rock hitting the windshield. Even though I had paid almost $200 additional for the comprehensive insurance, I was told that it only applied if I'd been in a collision! I would avoid doing business with these scam artists.
Desired outcome: I want the $200 damage deposit to be fully refunded.
Rental Car
Booked a rental car through Expedia for a total reservation price of $526 CAD. Was later billed for $503USD, which totals almost $700 CAD. Was advised a toll pass would be $12, but in actuality it was $12 per day and got charged for 5 days. Customer service provided 0 help, and all they advised was that the account was now closed. I was also given a quote for "pre paid fuel" which ended up being significantly mote than advised, and was charged multiple other fees and taxes onto the price i was given in my reservation.
Customer service was terrible in assisting.
Desired outcome: Refund of toll pass and other non-disclosed fees ;
Mistold Information/ Incorrect Billing
I booked a ACE Rental through a military third party (American Forces Travel) and was told i would pay $288.56. Upon arrival to ATL Airport to pick up the car the clerk added 500+ of charges that she informed that would be refunded if we brought the car back in the same condition. When the car was brought back in perfect condition i was still charged 800+ dollars and customer service basically said they could do nothing about it.
Desired outcome: Billing Adjustment
Paid more than total on receipt
I went on priceline and rented a car from the albuquerque a kirky ace rent a car. My first initial rental was a compact SUV. In which I had already paid $190.85. This was for $30 A-day plus fees but because I added a driver and wanted to upgrade the vehicle. They gave me a different price. I expected this the total on the receipt is $294.46. They upgraded the vehicle to a full size SUV. My upgrade was for $42 a day. The receipt had nothing about the $190.84 I had already paid. None of this adds up I shouldn't have had to pay $500.00 for a 294.00 rental. I even told the young lady at the desk when I was upgrading. If this was going to add on to what I had already paid then I would just take the compact SUV. But she told me that it was not going to be that way. I don't think it's right that I paid v's twice. When all I should have paid 60 dollars for the extra driver and the extra twelve dollars a day it was to rent the other vehicle. I did everything that was asked I filled the tank I paid the deposit and return the car in early cleaned.
Desired outcome: I need to be refunded the $190.84 Because it's not even on the receipt I have included them both in the message.
Refund of my $250 deposit
On December 13th I rented a car from Nifty Car Rental which I was transferred to from Ace Rent-A-Car and the paperwork indicates that within 10 days of returning the vehicle which was December 15th I was to get my $250 deposit back it has now been 12 days and I have not received my deposit back and if I do not get it back I am going to take legal action
It is impossible to reach these people and I am not going to be ripped off. It is bad enough that the customer service was terrible and the location is in an extremely high crime area. My paperwork was hand written on the form instead of from a printer, which I have never seen before.
This speaks to what a joke these people are. The customer complaints online are horrendous. They need to be put out of business.
Brenda Landers
626 5th St
New Orleans LA. 70130
Booking # [protected]
Desired outcome: I want my $250 deposit but no more no less
Ace rental car Charlotte, NC Wilkerson location
I Natasha Walker, am writing this complaint in regards to Ace rental car location located in Charlotte, Nc Wilkerson Location. I have rented a car with Ace Rental car through Priceline beginning on October 24, 2022 due to my car being totaled. My reservation confirmation # POV13433088. During this time, I asked the representatives can I extend if needed longer, due to my mom being in the hospital under cancer care. I was told that I can rewrite my contract one time (1) for extension as courtesy as long as I called. The representative Kaja, told me this information, and the first time granted the extension, at my priceline price. I then needed the car for more time, so I went to the office for a rewrite. Because, I needed an extension again, on new contract, I called in again. At this time the representative, (manager, not sure of her tittle) told me I was not entitled to a rewrite, under the Priceline price. I asked her why, due to this being a different contract, and re-write, and she rudely stated that’s Not the price any longer. I explained to her, that I indeed only renting due to my mom being extremely sick, and the constant back, and forth to the hospital, the representative Kaja, told me it will be no problem, as long as I understood that it’s only one extension. She “TAWANDA”, then stated that’s wrong information, and charged my card over $75.00 for the day, and even a late charge, due to me returning a few hours late to re write. I then made a new reservation, with Priceline to which I spoke to Winnie, on Friday evening about the charges from Tawanda, she explained she will take care of the late charges, and she comes in at 5 pm Saturday, and I can come do the rewrite with her Saturday. I arrived at 7 pm, Saturday evening to find out that Winnie called out sick, and I was left with new employees, that again called Tawanda for help. At this time, she explained that my charges will stay the same, late charges included. Because I did not want to engage in arguing back, and forth I did my new contract, and before leaving, I was told once again “It’s a new contract, I can get one time extension”. On today Wednesday November 9th, at approximately 3:15 I called ace rental car for extension. The representative, male told me sure, & my charges was $78.59, I said ok. Shortly after, in background, a voice asks The representative a question, he tells me to hold, he then come back stating “his mistake my charge will be $358.00”. I said “excuse me”.? He then gives the phone to a woman, who does not identify herself, then tells me “the charge is $99.00 a day, that the new rate, and she had this conversation with me before”. I stated, I did another contract with Priceline, and she states it doesn't matter, and we discussed this. I then told her, it was explained I was entitled one extension, due to rewrite, and she stated “not at this rate “. I then asked her what was her name, and she said “TAWANDA”, That’s it, she then rudely stated I’m the only Tawanda Here!
In conclusion, let me be clear. This rental car location is the most unprofessional, establishment I’ve ever encountered. My cars have both been visibly damaged, the wait is outrageous, with the exception of Ms Kaja, the staff is unknowledgeable, and rude. I work from home from 9-6, and caring for my mom whom have cancer, and terminally ill. My time schedule is very condensed, so haven’t been able to purchase my new car. That’s the only reason for renting, and extending, due to a very unpredictable schedule. This Employee Tawanda is unethical, unprofessional, irrational, and have zero customer service professionalism. She speaks to customers condescending, and rude. Not only am I a professional, retired law enforcement, and educated, I’m a human being; that when I spend my money at a establishment, I expect to be treated with respect. Whether that’s a $99.00 a day charge, or a Priceline $ 19.00 a day charge. I have spent several hundreds of dollars with this organization. Tawanda, and Her representation of this organization of a non listener, no empathy, or any customer relations skills, is appalling, and simply sad. I will return my vehicle today, and will Never rent from this organization again. This complaint is respectfully written, and will be escalated. If you have any questions I can be reached at [protected]. Your consideration I’m this matter is greatly appreciated.
Thank you
Natasha Walker
Desired outcome: The unprofessionalism of employee reprimand, refund, customer service training
Fees to return rental car to another state
We rented an ACE rental car from Albuquerque, New Mexico. The rental was booked through Priceline. We picked up the car and drove 3 hours to our destination, this was Sept 25, 2022. On Sept 27, we both tested positive for COVID-19 and I was extremely ill and suffering from altitude sickness at our lodge. My husband decided we needed to return home to quarantine and get to a lower elevation. The hurricane Fiona was due to hit Florida the day we were going to leave. Due to flight delays, the fear of not getting out of New Mexico, and our COVID 19 status, we decided to drive home, leaving at 4:00am on Sept 28. We called the rental agency but they were closed until normal hours. We assumed we could take the car to our airport and drop it off there as so many rental cars are affiliated. That was not the case.
We were charged $250 because we did not return the car on time, and also charged over $1500 to ship car back. The car was to be picked up on Friday, Sept 29 but they did not show up. It was finally picked up on Tuesday, Oct 4.
Desired outcome: I think this expense should be covered by insurance
Unauthorized charges
The man who helped us was nice however, when I was speaking to the representative, he failed to mention anything about gas. They didn't have options for prepay for the gas, no sign, current prices (nor did they offer or say anything.) I also read the rental agreement and it mentions NOTHING about gas. Well, they charged me $9.99 a GALLON which resulted in an additional $121 charge. In addition, i now have another additional $200 charge for no reason. NEVER USE THIS COMPANY! with the rating of 3.2 at the FLL location, they truly deserve to go out of business and really should update their rental agreement.
Desired outcome: Refund and post negative things all over the media until I get my 200 and $121 back.
Ace rental car
This are worst rental company at Miami airport. I have full coverage insurance,
but they wouldn't let me use mine. They ended making me pay double the price
I was quoted online. They wouldn't let me use my own sunpass. The older lady at the counter had a very bad attitude. When you go to where cars are located, all the other companies a person in a booth waiting to direct their customers, Ace does not have a booth where the cars are, they a man sitting in a car waiting direct you. This a sham of a company and over charging customers. There should be a law against the way they rip people off. This company should be shut down.
RLW No.LASAP-165015
The agent at Ace rental Las Vegas was very DISHONEST in telling us when we picked up our vehicle.
He tried to sell me a upgrade to a larger vehicle and to buy RLW insurance.
I said no to both. He told me because if I had my own car insurance with my
credit card co., I still had to buy RLW at a fee of $20,( NOT PER DAY) I mentioned to my husband that it was a small amount we are ok. Because I have always renting a car and never had to deal with RLW, the agent do not mention it was $20.00/day. I wouldn't buy RLW for $20/day when I paid for my car with price line and I am not willing to pay the extra money for the RLW
The agent rushed us with all initialing on the computer, he stood there and scrolled the form so fast and did not give us time to read the questions.
Ace charged on my credit car $668.44 and sent me a credit of only $312.16.
I prepaid price line for the rental of $417.74
The only extra charges that I agreed upon was for the gas.?
When I left Las Vegas, he didn't give me a receipt for the gas, at that time if
he would of presented me with my bill, I would of realized that he did not deduct the RLW and the charges were incorrect and I would of went back to
agent and told him he said $20 and he charged us per day.?
Hoping to hear from you soon. I've been renting cars forever and I never
had to deal with this kind of problem.
.
reservation cancelled
On May 3 2021, I reserved a car with Ace Car rental thru Expedia for the days July 22, 2021 thru July 26, 2021. . My family and I flew to San Diego California and when we arrived at the rental car location, we were told that Ace Car Rental had overbooked reservations and they did not have any more cars available. We were forced to go to another rental car company ( Payless Rental car) to get a car. I was quoted the price $386.17, which was due at pickup. I ended up paying Payless Rental Car $ 862.66. A difference of $476.49
Desired outcome: Refund of the extra money I was forced to pay ($476,49)
customer service.
I need to speak with the owner of this location. Immediately. A manager there by the name of Chris called me a stupid [censored] and to get the [censored] out when I called him one back. This man was rude and irritated from the beginning. Please contact me immediately. [protected]. He is a disgrace to your company and the man act as if he was racist. I will not let this go.
refund my money to my credit card
Hello my name is Jesmar Galindo. I want a refund on my credit card because I could never use the vehicle, never remove it from the agency, you can check in the ACE agency system. Address: Orlando international airport 7652 narcoossee road ste B Orlando Fl 32822
the rent a car confirmation code: CRV8436977
Amount: 169.09
Rental car damage protection: 63.00
The reservation was made Friday, August 30 at 1:30 am
I have tried to communicate with these numbers and I have waited up to 45 min and they never attend
407-469-5306
800 778 7879
888 3037640
My cell phone: [protected]
Jesmar Galindo
E mail: [protected]@gmail.com
Recent comments about Ace Rent A Car company
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