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1.4 32 Reviews

Ace Rent A Car Complaints Summary

3 Resolved
29 Unresolved
Our verdict: If considering services from Ace Rent A Car with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Ace Rent A Car reviews & complaints 32

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K
8:52 am EST

Ace Rent A Car rent a car

This is an ongoing criminal activity disguised as a business. Please read the last couple of months Yelp reviews. You will see a pattern of deceptive and criminal practices perpetrated by this so called business. This details the encounter we had with this business.
Horrible experience with the Ace Rent A Car in Fort Myers Florida. When we first picked up the car it was absolutely filthy. Both outside where you couldn't see through the windshield and mirrors plus also inside with stains on the seats. Next, we soon realized the check engine light was on. Ace said it probably just needed an oil change-- well don't you think they should do that before they rent the car. The second day we used the car, it got a flat tire. We had our AAA mechanic come change the tire. When he came he found no nail or rock in the tire and commented that these tires should never have been on a rent a car as they were so bald they did not meet the Florida requirement for tire safety-- state minimum requirement of 2/32 tread life was not met! When we got the flat we almost got into a horrible car accident on a busy road. The mechanic was appalled they even rented the car. When we called ACE we were not even apologized to at all. We received a new car which still was not the best. We asked to speak to a manager. They said they did not have a manager in. The employees could not even tell us the managers name. No business card. Their business permit was not even posted and the employees said they were not sure where it was which is against Florida law. We kept asking for them to call the manager they would not. They said they would have him call us the next morning. We never received a phone call. When we finally returned the second car we were met with a very rude manager, not even the general manager we asked to speak to. He acted like we were overreacting about the unsafe first car. Berated us for explaining our dissatisfaction and asking for a refund. He continued to not give us a credit but charge us even more $20 for the 1/16 of gas missing from the car-- we didn't feel we needed to gas up since it was such a small amount and it was only used picking up the car after the first one blew which costed us a whole day of vacation since the rental place was far from our condo and then we only drove it back to the lot when we left for the airport. Absolutely ridiculous horrible customer service and they should not be in business. Do not rent from here if you value your family's safety. This was even emphasized as we took the shuttle from the rental place to the airport. The driver blew a res light in the short distance. Please don't rent from ACE!

In addition I believe the appraiser for the company who decided the damages from a flat tire is involved in getting the highest damages for this company. I am an State Certified Appraiser.

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2:56 am EST

Ace Rent A Car ace car co.in wellington airport failed to do their obligation to inform consumer rights

Ace car staff did'nt inform me about old scratched on the car was already there, and the paper did not stated the condition of the car at the time. Staff didn't assist me to check the car at all, until I return the car their pointed out small scratch at the back size of fish eye, I was not aware of how. s this happened
Ace Rental charge me with big bill taken from my credit card of $ 2000
and also their holding my deposit money $ 750
I was very dis-pointed of how they were able to blame me, for it, with out any consideration of their own staff didn't assist me to check the condition at the time this is my right to be inform of any car condition.
I booked this car because I trust Jet Star will give me good service. I fly with Jet Star often
but this experience shock me. why Jet Star using this Ace car provided at all
it was horrible experience and for that my respect for Jet Star is low.
this is my contact number [protected]
Ketut Serining

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3:16 pm EDT

Ace Rent A Car unsafe rental of vehicles

Honolulu, HI, United States Review updated: Sep 15, 2018
1 comments
Hi, on 8/09/2018 I booked a rental car via hotwire.com online. Selected hnl then date of rental along w/ times needed. Booked this rental only to find out on my confirmation e-mail this company ace rental does not open till 8:00am - 8:00pm. Instantly I call the local # to see if I can get the time changed for i'm arriving @ 6:00am on 8-30/18. Spoke to ted ask him why did the online not tell me 1st the company i'm renting from and the time of business he tells me he does not know why. I proceed to ask him if I can cancel my reservation he tells me no. So what do I do I ask when my time of p/u & d/o is 12:00 pm to 12:00am totally not going to work for my trip. He tells me he will change it to 8:00 when they open and he will take care of it. I go on my trip on 8/30/18 and wait 2 hours for the shuttle to pick me up only to be told again by ted you are early but he will sent the driver to get me. I arrive at ace rental on 30-60 ualena st unit #b. Ted tells me the car I reserved is not there and he will gve me another one ok so in the mean time he tells me if I had waited 1 week later I could have gotten this rental for 1/2 the price what a stupid thing to tell your renter sitting in front of you. He checks me out and I revieved a nissan sentra of i'm pressed for time to get my mom to her appt. Still need to go and pick her up. The reason I traveled to oahu was to help my mother. I take a walk around the car and notice one of the hub caps is missing ted tells me "as how" the last renter lost it really! So I leave and notice the ac is not getting cold but I need to pick up my mom so I continue on well ac does not get cold it's warm and about 3 hours into the day the passenger side seat belt is stuck and seems to be in a lock position we cannot get it to unlock. I call ace rental and tell them what is going on and ask to speak to ted. He does not come on the phone but tells me to come back and he will switch out my car for another one. So I return to ace to exchange the nissan now they are giving me a volkswagen jetta and this car is black and has alot of stratches on it bu, t so be it we need to get to the next appt. Well I put my mom in the car and it is so hot the seats is unbearable she won't sit it's too hot it burns her hands to touch. They didn't even take the time to check out car or cool it down knowing how hot it is at almost noon terrible. I turn the ac on to cool car down before we leave then I notice the the enging malfunction light is on. I get ted's attention and point out the malfunction light and tell him this is not right. I know this because I work for a car dealership and this is a safety issue. Ted in turns tells me that it is fine they "ace" did not have time to take care back to the dealership to have light turned off. I tell him if anything happens this will be on him and to note this down on my contract. He assures me it's fine I have no time to waste need to get my mom to the next appt. So we leave ac works fine but as we are driving there is a ekking noise coming from underneat like the brakes is dragging. I let it go thinking it will pass no it doesn't it gets worst by the 3 day mind you i'm on the other side of the island. Well by sat. 9/1/18 the brakes is making a louder noise like I the brakes needs to be changed. Cannot see my self going back again when I have 2 more days and then i'm leaving. Just dealt with the noice w/ the windows up and the ac on high. It was bad for people reacted to "hey you need to change those brakes" how embrassing but I was planning to return the car early on the 3rd before they close so I could tell them all the problems. What a terrible car so I return the jetta on mon. @ 7:28 pm and had to make other arrangement to get to the airport the next morning for I did not have a car. Stayed at a nearby friends house with no car caught a taxi to terminal. Any who's when I go to return this jetta I tell the check in agent dang here you go you can have this [censored] [censored] car back because it sucks. He didn't get his name and it is not on my contract he telsl me"oh no" they should'nt have rented out this car to you for it has alot of issues. I tell him yes the malfunction light is on & I did tell ted and the brakes is making a hell of a loud noices. He says yes and how sorry he is this does not justify the fact that you guys knew this and still rented this unsafe vehicle to me. He tells me he is sorry again and thank god nothing happened and he is glad we are ok. [censored] what the hell now i'm really upset and he goes on to tell me he will talk to ted and that he will write a do not rent out on this jetta. I am a avid renter of cars and for once I decided to go with a good deal which I thought I was getting only to be the worst rental ever. My safety as well as my mother was on the line for 4 days. I demand to know what will be done on this irrisponsible part of hotwire & ace rental this is so unexceptable and I will report this to bbb if no one response back to me. I am due a credit for this rental that was so unsafe from the get go. Serioulsy I could not see retuning the jetta to get another car and take up my much little time I had there to take care of business.

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3:12 pm EDT

Ace Rent A Car un safe vehicles from ace / false advertising hotwire

8/09/18 Booked a car from HotWire w/ date & time I would be needing it. When done clicking my hot rate to comfirm day & time I assumed this is what I was going to get. I printed out my reciept w/ confirmation # and it was 1- wrong time it automatically took it as 12:00 pm p/u & d/o. My flt in was @ 6:30 am so I know I did put the right time for p/u. Instantly I called ACE and spoke to TED on p/u time was wrong. So he advised me to just come on in at 8:00am because this is what time they are open. I in turn tells him it never told me that and what do I do for 2 hours. He tells me he doesn't know why Hotwire does'nt tell you of our hours. Any who's I get the shuttle @8:00am & is reminded that I am early and I say I know but it is not my fault I was given false info on renting from this Co. Sign out for my Nissan Sentra that does not have a full tank of gas & only to find out that the AC doesn't work it blows warm air and mind you I'm here to take care of my Mother for her needs & doctor appts. After about 3 hours into having this rental the passenger side seat belt locks up and we cannot use it & I already filled rental with gas. I call TED and tell them what's wrong & I'm bringing car back for another rental he tells me yes I have another one for you. Ok I go back to ACE to exchange and now I'm given a volkswagen Jetta before leaving we inpect vehicle and notice that the engine malfunction light is on I get TED's attention and point out the icon on dash and tell him this is a safety issue because I know what this is because I work for a car dealership and this is not right. He inturns tells me that it's ok and that they just never had a chance to take the car back to the Dealer to turn light off. I tell him to note it that it is on he say's no worry. So I'm press for time to take my Mother to her next appt. & leave. Well going down the road the ac works well but there is a eking noise thinking ok it'll go away so I assume it's the brakes that is dragging and continue on with my day. The next day the noise is still there but getting louder and on the 3rd day now the brakes is just making the loud squeaking noise like you need to change your brakes asap. But we are on the other side of the Island and did'nt want to go back and change my care yet another time. So used this Jetta for the next 2 days and dealed w/ the noise put the windows up and ac on high to mask the brakes noise from the brakes. There were several people told us that hey you need to change your brakes. So basically this was a piece of crap car that had no servicing done to it and they sitll rented it out. Not to mention that fear of OMG this car can malfuntion on me any time it was so stressfull to drive it but I was there for a short period to take care of business for my Mother and had no time to be dealing w/ my rental that is why we rent cars to not have to deal with this kinds of problems. This rentals that I pre paid for was unexceptable and did ask to cancel my reservation and was told is was not possible because of the pre-paid & if I waited a week later to rent I could have gotten it for 1/2 the price what a stupid thing to say to your customer at the time of rental. If you Hotwire wants to put out online deals then you need to make sure the Company that you are renting has cars that is serviced and dependable! I want to request a refund or credit on this rental you hot wire needs to do something about this rental everything was fasley advertised to me and ACE rental had unreliable vehicles to rent. My car was not washed properly because I had to stop to wash the windows outside and inside still had the rubber marks of last users gps suction cups on the interior windows had to clean that up my self. Put the catcher is when I returned the car on 9/3/18 I told the agent that this car sucked and he didn't get his name and it is not on my reciept. He told me that they should'nt have rented this car out because of all the safety issues what ever they were and he was going to tag it for no renting out. I had to return it the night before by 8:00pm because I was flying out on the 1st flt which was 5:30am the next day and there is no shuttle service early in the morning. This was such an inconvienence for me but I needed to return while they were open so I could explain about the car. This ACE rental does not even have thier address on their reciept or agent's name only a phone number. On top of the reciept shows the price they charge which is diffrent from the price I paid on Hotwire which I find odd that they would show the customer the difference at time of rental. Totally not happy w/ my rental & demand to know what will be done about his situation on my rental w/ Hotwire. This was unexeptable, unexereliabe and unsatified renting from ACE rental cars. Being a person that likes to plan my trips this by far was the worst rental in all my renting of cars. Please let me know what is the out come of this matter. Thank you, Laurie Pabre-DeCasa [protected]

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1:54 pm EST

Ace Rent A Car customer service/bait and switch - unethical corporate behavior

November 10, November 13

First, after 20 minutes waiting for the shuttle van (others had already been waiting for 5 to 10 minutes), I called and was told that the vans only came every 45 minutes and I should wait another 20 minutes or so. Before I could finished my conversation, I was hung up on.

While I was contemplating whether to go in and try to find another rental company/car (it was Friday on a very busy football weekend) the shuttle showed up. If shuttles only leave every 45 minutes, I needed to be sure to return the car much earlier than needed)

I had ordered a full-size car from ACE. They had assigned me a Ford Focus which at best is a medium-sized car and since I was traveling with others, I required a full sized car. I own a recent year Ford Focus (not a great car to begin with, with small interior and trunk Space) and knew that it would not accommodate us let alone our luggage, walkers, etc. So I was forced to upgrade for "only $10 more". I essentially had no choice, even though I was initially given a smaller car than the one I had ordered. They downgraded me and then wanted more money to upgrade me. Unless they have warped concept of their cars, it was a scam.

Go to returning the car - there are 2 addresses on record, neither of which were on my GPS. I called to get directions when I was still at the hotel but was given incorrect/insufficient directions. Then after dropping off there others at the airport, I drove 15 minutes and not seeing the exit, I returned to the airport to call ACE again. After 15 minutes of talking with a rude, incompetent "Customer Service" agent who was in Florida, I asked to speak with someone else. I was transferred to voicemail. I was livid and no one ever called me back. After retrying the steps from I drove to the end of Pena Blvd and never saw the exit. I called back and another agent, Joshua (as I recall) settled me down and gave me directions, but if he had been local he would have been able to tell me the intricacies of the exit in the first place. I finally went to Budget Car Rental, where I met up with another lost ACE customer. We were not the first lost customers to grace their doors. She pointed in the direction of the Ace off-site parking and showed us the direction of the lot and showed us directions on her phone to the lot, which had incorrect street names. After stopping to ask again, I was able to find it. Meanwhile, I arrived at the airport just an hour before my flight took off. I made it to the gate and was one of the last people to board - and I have the expedited TSA-pre or I would never have made my flight. This adventure took me 2 hours round-trip to/from the airport (the actual trip should have taken just 15 minutes had I been given proper directions). ACE provided no map or instructions on returning the car to their obscure location.

When I got home, I received a bill for $12 more than my contract said. I have heard that my itemized bill will be sent in a few days. I have also heard (from locals) that I might be sent an exorbitant bill for the toll ways, which no one ever told me about, even though I told the agent at the desk where I was going. I will be writing another complaint, if necessary, once I receive the itemized bill.

Additionally, the daily rate for my car from ACE was about $10 more than my brother and sister paid for their Jeep and Mercedes cars (all SUVs) from other better known (and presumably more expensive) rental agencies.

Oh ya, and the Black Ford Explorer was filthy on the exterior and had a change oil sign when I checked it out. Car was quickly washed and the oil sign was turned off.

The whole experience was AWFUL. And I am still extremely upset and I have even waited a day to complain.

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8:58 pm EST

Ace Rent A Car Refund for upgrade which I did no ask for but was forced to take.

I have reserved compact car through Expedia from January 31, 2017 to February 14, [protected]@ ACE car rental for in Fort Myers, FL. Reservation read Toyota Yaris or similar compact for $224.87 total. When I came to pick up the car at ACE, was told by counter agent that they do not have compact car for me and they offered me a pick up truck, which I refused. I never drove a truck, I am 67 years old why would I put myself in danger. Then the agent upgraded me to Hyudai ( Elantra), for $7.00 p/day I did not ask or wanted upgrade I wanted compact car that I reserved. I did not want to sign for upgrade, she told me I can not have the car. At this point I was tired, upset and hungry. I took the car which was dirty, had to clean front window because it was cloudy. It cost me $338.77 to rent the car. Other companies upgrade for free if they do not have a car that you reserved. The conter agent was unprofessional, disrespectful. It's a rip off. I will not recommend this company. Been coming to Florida for over 20 years never been treated like this . They should refund me for upgrade.

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11:08 am EST
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Ace Rent A Car Car rental

We booked a car with ACE via Expedia.com several weeks prior to our trip to London, England. I had never heard of this company, but figured it was a UK business and mistakenly assumed that since they were promoted by Expedia, that they MUST be ok. I should have taken the extra time to look at their website and check the web for complaints. Now, to be fair, the fine print on the reservation did say the car company was at Heathrow Airport but "offsite". However, it also said there was shuttle service available (no charge was mentioned or implied). The fine print also stated that certain mandatory insurance charges may be applied, but again, did not state an amount -- so this did not concern me. It should have. :( We arrived at Heathrow after a 9.5 hour flight and surprise, surprise no sign of an ACE shuttle, no signage, no info on my booking reservation. After wandering around terminal 3 for what must have been close to an HOUR, a very nice lady at the Europcar reservation desk called around and after 15 minutes, told us we needed to take the shuttle bus from stand 17/18. We finally get to the bus stand only to discover that the shuttle was the equivalent of $8 per person EACH WAY. There were three of us. We quickly figured out that the bus ride alone was going make this car rental $40+ more expensive than if we had just rented from Budget... but of course, we'd taken the "cheaper" ACE car, hadn't we? I used the free wifi at Heathrow to book another car through Priceline and finally, 3.5 hours after we landed we were in our car and on our way. Final note... when we picked up our rental car we were in line with some other folks who had tried to rent an ACE car... they discovered that ACE did not provide liability insurance and you were required to purchase it. That little mandatory insurance cost that we MAY have had to pay... turns out it would have tacked on another $43 PER DAY to our bill. I just counted my blessings that we never got on the shuttle over there because I would have been fit to be tied and likely stranded at the M4J4 Holiday Inn as well (the hotel from where they rent their cars). Moral to this story... if you don't recognize the name of the car rental company, take the extra few minutes and check out their website. I went to the ACE website and it did say there was a charge for the shuttle, though no mention of the liability insurance cost. :( What stuns me most about this is that Expedia promotes them!

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12:14 am EST
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Ace Rent A Car Stealing money

This company is a complete scam. They always have only one car in Austin Location. A Mid size SUV and it rents for less than a full size car cost. But beware...

I front desk people were very funny and supportive to get the reservation done. During that they told the car have some minor dents and it is marked in the form.. When we reached the roof top with all our luggages to pick the car, the car was a real dump. We picked the car and it was like riding a jungle. I have never seen such a pathetic car in my entire life time. We didnt return it because we didnt want to waste time.

The rental was for One day to travel from airport to my house and it is returned the very next day. The FUN ends there and the real face of ACE been shown from there... after a few weeks, I got a bill for almost 1K from Bentley auto claims, saying there were damages to the car which I have returned. I fought with them so much, but they were so adamant and looked like all these are planned well in advance. So they are waiting for getting you in to traps... Never ever rent vehicles from them.. Its a trap... well planned trap.

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9:21 pm EDT
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Ace Rent A Car Terrible Experience

I complained about the rudeness of a employee, some young guy that can't work the computer and tried to blame me for the error, to Michael Gisi. Never recieved the return call that was promised and now when I call them I get hung up on as soon as I identify myself. Someone should investigate for credit card fraud.
I'm telling everyone I know about this place and encouraging them to pass on the information. AVOID this place at all costs !

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Evalon
, US
Nov 15, 2010 1:03 pm EST

This was the WORST car rental company I ever used. The employees were rude and slovenly. If I had not arrived there at 11:30 pm after a very long day, I would have gone elsewhere. The car was filthy, I had to clean the windows in order to see through them. The interior was also dirty. I was given the car with half a tank of gas although I'm sure the people that rented the car previously were charged for a full tank.

I was quoted a total of $116 on Cheaptickets.com, by the time they were through (I did not realize they do not accept debit cards), $650 was taken from my account. I did not realize I needed to provide proof of insurance to avoid paying for the OPTIONAL insurances and was forced to take them (although the man in front of me only had to give the name of his insurance company). I offered to have my insurance company fax proof of insurance the following morning but that was not acceptable. The only way I would have been able to remove the insurances would have been to drive back to their office, 3 hours each way, to sign a new form.

U
U
Unhappy car renter
Wilkes Barre, US
Nov 14, 2010 4:02 pm EST

This was the WORST car rental company I ever used. The employees were rude and slovenly. If I had not arrived there at 11:30 pm after a very long day, I would have gone elsewhere. The car was filthy, I had to clean the windows in order to see through them. The interior was also dirty. I was given the car with half a tank of gas although I'm sure the people that rented the car previously were charged for a full tank.
I was quoted a total of $116 on Cheaptickets.com, by the time they were through (I did not realize they do not accept debit cards), $650 was taken from my account. I did not realize I needed to provide proof of insurance to avoid paying for the OPTIONAL insurances and was forced to take them (although the man in front of me only had to give the name of his insurance company). I offered to have my insurance company fax proof of insurance the following morning but that was not acceptable. The only way I would have been able to remove the insurances would have been to drive back to their office, 3 hours each way, to sign a new form.
Horrible experience!

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12:25 pm EDT
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Ace Rent A Car Overcharge

The reservation was made online.
At the counter they said the online reservation is only an estimate.
Counter person said if we did not like it we could go somewhere else.
It was late at night and had to wait a long time for the shuttle and then a very long time for service.
The car Check Engine light was on and the low tire light was also activated.
The rear tires had very little tread.
Only chose this company because they were the cheapest.
Ha! With the over reservation amount and the $250 charge to our credit card for deposit, it is not worth the few dollar savings.

At this rate this company will not be around for long!

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Susan Mauer
, US
Apr 19, 2022 9:43 am EDT

Renter Beward. Prebooked a car in Las Vegas. I told the agent that I did not need insurance for the car because my credit card will cover the insurance for the car. Because I never had to buy additional insurance for a car rental. The agent said I had to pay the RLW (renters Liability waver) at $20.

When it was actually $20/day added onto to what I already had prepaid for the car with Price line.

The agent lied to tell me I had to buy the RLW, a very dishonested agent. Ace rental Las Vegas, did

not supply a final invoice once the car was returned, at which time any adjustment would be made.

No invoice was sent/given to me, just charges on the credit car.

What a bunch of scammers.?

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5:22 pm EDT
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Ace Rent A Car Stay away

This car rental place is a tiny lot several miles off the airport which has very few vehicles and does not honor reservations. It utilizes regular passenger vehicles which only hold a few people to pick up at the airport, causing extensive delays in ferrying passengers to its location. On the date of my reservation, not only did they not have the car I reserved, they had only four or five vehicles on the whole lot for rental on a weekday afternoon, most of which were SUVs. They made no attempt to obtain another vehicle from another agency/location as their stated company policy claims. STAY AWAY TO AVOID WASTING YOUR TIME HAVING TO GO BACK TO THE AIRPORT TO RENT FROM SOMEONE RELIABLE.

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2:35 am EDT
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Ace Rent A Car Thieves

I paid for a rental car in cash and watched as the employee assisting me and the manager counted it twice, gave me the change due back and finished the paperwork. Four days later there was an unauthorized charge to my credit card. The manager denies that I paid in cash, doesn't remember me and just keeps repeating himself like some kind of trained parrot. Don't go near this place - they are thieves.

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Miffed Renter
Portland, US
Mar 27, 2010 12:38 pm EDT
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Appears that Ken Ertl reads the complaints.
Well, Ken, after our experience, maybe you should take
a class on ethics. Charging more for a rental than the
reservation is unethical. Blaming the computer for overcharge
is a sham.

K
K
Ken Ertl
Topeka, US
Mar 25, 2010 12:08 pm EDT

We had no evidence to support her claim that she paid in cash. She had no cash receipt, and changed her story several times when we corresponded with her. Our recollection of the event is that she said she wanted to pay cash, didn't have enough, and presented her credit card instead.

We have been in business for 13 years and have never had a complaint of this type. I stand by my employees and dispute her version of events.

Ken Ertl, Owner
Ace Rent-A-Car

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