ACE Rent A Car Reviews

When I returned the vehicle, I demanded that I pay only what I had agreed to and that I dispute their uncharges. There was another man returning his car at the same time as I and had the same complaint. These guys are crooks! We thought we had fully paid on Priceline, and the money we paid there didn't even show up as a deduction from what we were charged. We are 10 minutes from the airport and have to catch a flight. That's how they get you, you just want to leave, and they know it. They blew smoke and said they couldn't authorize any refund only the guy above them and they would respond through email. Its been two weeks and no deposit OR upcharge refund. So, now I'm telling my story on every review website so they can't do this to other people.

I called and was told it will refund my $200 after 20 business days. Since they charged my credit card already, why they hold my deposit? Anyway, the way this company is doing business, especially the step about proving insurance, is designed to exhaust customers for ripping off. I don't think business like this will last. I won't look at this brand for the sake of saving my time.

I showed her my card on my wallet and she accepted it and said "OK". She had me sign and initial, then she printed the 8" x 111" receipt, folded it in half and then in quarters then handed it to me and said you are "good to go". I did not look at the receipt until I returned the car and received the receipt via email after I was already on the shuttle back to the Harry Reid Car Rental Center. When I looked at the receipt, the price I booked on Expedia had more than doubled. They charged me for "Luxury" car coverage (which the daily rate was more than the actual daily rate for the rental). I contacted both Expedia and ACE and ACE now wants me to produce a copy of my auto policy. I have NEVER (in 45+ years of driving and renting cars) been asked to produce a copy of my policy at Avis, Hertz or Enterprise before they will consider refunding the overcharge for the coverage. Additionally, beware, they allow "unlimited mileage" but only in a limited geographical area. If you pick up in LV, you are allowed unlimited mileage in Nevada, Utah, Arizona and California.

When I started receiving SMS alerts about extra charges, I called ACE on May 3rd. The representative explicitly told me NOT to worry about the messages. However, upon returning the car on May 4th, I was charged for 3 extra days at a penalty rate instead of the standard rate for a 13-day rental. I have already contacted the company to suggest a fair recalculation. I want to be very clear: I am not looking for any unfair advantage, nor do I want the company to lose money for the days I used the vehicle. I simply want a fair outcome where neither party is at a disadvantage. Currently, I am the only one penalized, paying an inflated price due to a combined clerical error and poor over-the-phone guidance from your staff. I am asking for a refund of the difference between the 'penalty rate' and the standard daily rate. It is about fairness and professional accountability. Reservation Number: **. Location: Miami International Airport (MIA).

Big issue was Ace told me I needed to prove I had enough insurance for the car, no biggie I realize that is a newer NV law. I showed them my declaration page from my State Farm insurance policy with all the names, coverage limits, etc. Agent within 1 second of looking at the doc claimed that was NOT what was needed and thus had to charge me another $20+ per day otherwise I’d lose my rental. I very reluctantly agreed to pay after a bunch of arguing and showing them plenty more docs...which the agent also rejected after only glancing at. Later finding out the first page (among a few others) I showed them were indeed what they needed.

After I cleared that up, they refused to remove the redundant insurance during the rental and still refuse to refund it after the rental. Of course the insurance was never used either. Out $120 because their pickup agent doesn’t know how to do their job nor did I have any way to get to another rental car company since I was 2 shuttles away from the airport now. Spent dozens of emails with Ace, phone calls, chats, etc. Everyone at any of these methods refuses to help, pawns you off a new person, who then asks you for all the same info again, every email is a completely new thread with no history of replies, etc. Seriously this company is well practiced as this scam thing. P.S. The "owner" claims he wants everyone to email "customercare@acerentacar.com. When replying to their bad reviews. I've already been there, done that, and they are zero help.

We had to replace all 4 wheels to get home because we were out of town and were told we would not be reimbursed for the expense because the car was our responsibility once we drove it off the lot. If this was not enough, we did not get the car model we reserved AND were charged the $200 deposit when we had to spend our own money to replace bald tires or be stranded in another state.

Then come the charges: -$200 from Ace rental my bank account, another -$200, and a flurry of smaller charges (no reasons given for any of these). Ace said the bills would continue “until the car was returned”. I’m back home in Seattle at this point and pleading with them to simply check their CCTV footage, license plate reader‘s logs at the entrance of the facility, car‘s GPS data, or any of their additional tools that would be able verify the location of the car and the fact that I dropped it off on time. Of course, they refused to do this because they knew full well that the car was sitting right there. This is a SCAM, people.

I’ve now had to deactivate my credit card and my bank is currently investigating the charges (a process that's taken many phone calls, time on hold, etc.). I’ve also been in communication with Expedia to understand how this can possibly happen. Dealing with this has become like a full-time job…last thing anyone needs. And on top of that, I have now paid $1,010 in total to this garbage company. Do NOT rent from Ace.

So I tried to mend the situation by messaging chat with Expedia to change the name, and I would use my credit card, but due to waiting in chat queue, our booking time was slightly over at 6pm, we were not able to make changes booking to my name nor cancel. Our 650$ went to a rental vehicle we could not book due to him not having a cc. We requested a full refund as we did not get the vehicle nor was there any resolution to our issue. All agent we talked to from Ace and Expedia kept bouncing back, saying Ace now has the rental fee and will need approval before Expedia can refund. Would never book again!

Here is the amazing part. When Darin came out from the counter I noticed he was wearing an ankle to hip leg brace. He has been been wearing the brace for 30 years due to a severe injury in an accident. I personally had just had knee replacement surgery and was empathetic to what surely has been a lifetime struggle for Darin. The return center was not just out the back door but a long walk for him. I am thankful for folks like Darin, they make the world just a little bit more bearable. Thank you Gavin for a job well done.

I contact them. They gave me another person to contact Dave ** who is another scammer! My husband is a mechanic and this man tried to tell me that the tire isn’t repairable meanwhile I drove the vehicle for the remaining 2 days after I rented it with no issue. This company is a SCAM they rent you a vehicle force insurance on you and the insurance doesn’t cover anything at all!!!! Save your money and rent somewhere else! I wish I had read these reviews sooner!

So here is the story. When I arrived there was nobody behind the counter and I was told to check in with a “virtual agent”. I walked over to the screen and talked to an agent via live chat – Wow, what an experience. He asked me if I have coverage for rental cars with my insurance. I said yes and he demanded that I have to show proof. I took a screenshot of my ID car where it shows: Damage to rental cars is covered. So now he is demanding proof, that I have “Collision” on my policy. I am getting excited, stopped the conversation and called Progressive. I talked to an agent and they send me a copy of verification of my policy. BTW Progressive was absolutely helpful in this situation, I give them 5 stars.

However, in the meanwhile a real person (Ms. Ann **) was available behind the counter and I showed her the document on my phone. She insisted that I need to have “Collision”. I never had an argument like that when I picked up a rental car, so I asked her, why do I need this coverage when my insurance covers rental cars? So she is getting upset and aggressive with me, tells me that I don´t get the car when I have no coverage for “Collision” on my policy. With other words, she is threatening me - if I don´t buy the extra insurance - I don´t get my car. It was a very bad experience dealing with this agent because she used the leverage, no insurance no car.

So what can I do? Nothing, because I need a car for my vacation. So I paid for this ridiculous scam $ 167.00. And what did I get? An old damaged and dirty Nissan Sentra. Yes, they had one of the lowest prices online and that’s how they lure you in. And screw their customers while they have no alternative. This situation was extremely frustrating, especially when you on vacation. So do yourself a favor and go to a rental car agency with a good reputation.

I inspected the car, and it took me more than 5 minutes to get out of the car and collect my luggage, and waited for my receipt. There is no way they took pictures of a damage car in 1 minute, so now I am suppose to pay them a deductible for collision, when I know that when I return the car, the car was fine. I would suggest to people renting with this company to be careful, and take pictures of the car when returning the car, so they won't scam you like they did to me.

I requested to add my wife as a driver. I also added third party coverage, and all-inclusive tolling. I was told that the additional driver was $14.99. But not PER DAY. I was told that the additional insurance was $22.99. But not PER DAY. The all-inclusive tolling, at $97.93, is highway robbery (no pun intended), especially since, in Florida, there is no such thing as a toll booth. One, HAS to have a tolling arrangement. There is license plate recognition, and this should be the preferred method of collection, based upon actual use. We hardly put any mileage on the car.

When I was handed the rental agreement, and saw the charge as $519.39. I made the assumption that this was the total charge, INCLUDING what I had already paid through QEEQ. No one made clear to me that this was a completely ADDITIONAL charge. Is it reasonable to expect that these additions would cost more than the original rental cost? Of course not. The presence of a signed document does not change the fact that I was scammed by ACE’s deceptive practices, taking advantage of aged and tired travelers. I am of a generation that expects and assumes honesty and clarity between merchants and customers. This was not the case in this transaction with ACE. I will never rent from them again, and I have learned a difficult lesson from this incident.

After reviewing my car insurance policy, he informed me that I will be charged $45.00 per day for the three days I was renting the vehicle. I informed him that I have the option to decline the coverage as stated in all rental agreements. I asked him where can I find information about this insurance he was charging me on their website or elsewhere. He could not. I strongly believe that since I was an out-of-town customer, he subjected me to this predatory policy. Priceline nor ACE provided me any help to resolve this issue. I am also filing a consumer complaint and Better Business Complaint. I paid the price that Priceline charged to my credit card and turned around and had to pay an additional $153.00 for 3 days of insurance that I already have through my policy. I am requesting a refund of this insurance charge.

What actually happened was deeply frustrating and felt deliberately misleading:

• The staff claimed no alternative vehicle was available — until we asked to cancel the rental, at which point a Toyota RAV4 suddenly appeared, but only after demanding extra payment.

• A parking fine was issued but handled and paid by us independently.

This felt like a pattern of pressure tactics, lack of transparency, and abuse of customers, especially families arriving after long flights. We strongly do not recommend ACE Rent a Car, particularly at Warsaw Chopin Airport. Choose another company to avoid stress, hidden costs, and unpleasant surprises.

When we finally got to ACE's office, only one person was working at the counter (2 “virtual agents” via video which were also dependent on the one in-person agent to finalize those peoples’ transactions). The line of renters stretched back to the entrance and it took well over an hour just to pick up our reserved, prepaid car.

The car we received was high-mileage (50K), poorly maintained, with heavily worn seats (damp from having been recently cleaned) and interior, with the sound and feel of a worn out CV joint/axle. The brakes were questionable and tires worn, and the ‘automatic headlights’ would turn on after dark but the tail lights and license plate light did NOT turn on, which I only discovered when wife drove it at night - - upon seeing it had no tail lights, I made her return immediately (we later found a way to turn on the tail lights too, but no car should automatically turn headlights on without also turning on tail lights), none of which instilled confidence in the safety of this car.

Because it was a two hour round trip drive to swap cars out (and, due to the length of time it took just to pick up our car originally) I chose to keep this junk wagon for the week and not take trips of any significant distance with it for fear it was mechanically unsound and not particularly safe. ACE's customer service was lacking at the very best and literally could not describe the return process to us via chat, a fundamental part of the rental process that occurs with every rental vehicle. After being on a chat for nearly 20 minutes and having gained nothing but clarity that the agent had no idea what the return process was and/or could not communicate a concise thought, they directed me to call the ACE office where I rented the car so that office could describe the return process to me.

I called the office several times during normal business hours at the phone number the customer service agent provided but nobody picked up the phone. I was never able to speak with anyone at the local ACE office would hate to have to rely on them in the event of a mechanical issue with the car since they had been unreachable under optimal conditions.

When I went to return the car on a short timeline for catching our return flight (I allotted one full hour to return the car because of my experience with ACE up to that point and the failure of any ACE representative to describe the return process), no one was at the designated “return” spot to check the car in and close our contract out. When I went into the office but before I could even ask, the single employee behind the rental desk asked “returning?” When I said “yes, but no one is outside to check in the car” she immediately snapped back “they are outside!” When told her again that no one was outside, she again snapped “they are outside!” She completely shut me down and didn’t offer to assist, even though nobody was in the office at that time and she was sitting at her desk doing absolutely nothing.

I have rented cars all over the world and can say, without a doubt, in my opinion this was the worst car rental experience I’ve had, start to finish. The “discounted” price from ACE could not possibly compensate for the enormous amount of lost vacation time and frustration getting/dropping off the car and dealing with unknowledgeable and seemingly hostile customer service representatives. The poor condition of the car left us with very little confidence that it would be able to get us from point A to point B safely or without breaking down (to be clear, fortunately, the car never broke down or had a safety issue).

I normally do not waste my limited time writing reviews unless they are to compliment people for providing excellent service. In this case, I am taking the time to give you my honest opinion of this experience in the hope that it will help others make a well informed decision about whether to rent from ACE. For us, however, we will NEVER rent another car from ACE, will only use the large car rental companies (Budget, Enterprise, Thrifty, etc., who are adept at customer service, provide relatively new, low mileage cars in excellent condition with brakes and tires you can have confidence in). Those cars may cost more and, of course, may also have unexpected issues that those companies typically quickly and effectively resolve, but no amount of savings was worth our wasted time, frustration, and having to put faith in the safety and mechanical soundness of what I would consider to be basically a third-rate car.

We went out to the vehicle and tried to load everything up. We were forced to take the cover off the back and give it to Marco the mgr - it still only fit two of our suitcases in there. My children who are adults were forced to put their luggage on their laps so we could travel. I even showed the manager, Marco multiple Google searches that listed this vehicle as a sub compact car and he said their company recognizes it as a midsize compact car. I would highly recommend anybody looking to rent from this facility to make sure you do not get lied to like we were. Ultimately everything worked out, but it’s disappointing that we paid for something only to get a smaller vehicle.

She then asked for the Declaration of my insurance. I called my son to have him text it to me, which he did. While I was speaking with my son. a man from the back approached and stood by my side. After I finished my phone conversation, the man asked if that’s my cat on my credit card. He then asked if the cat was going to ride in the car with me. I explained that my cat doesn’t like car rides and that my cat is not in Nevada.

The next thing I know the representative told me that they can’t accept my insurance since I’m not the policy holder because of a “new law in Nevada”, Senate Bill 194. She claimed that the bill states that drivers of rental cars in Nevada have to be the policyholder. She told me that my son needed to come to Las Vegas from out of state to sign to be an additional driver on the rental car. That did not make sense to me so I took a seat to read the bill. I read it twice and did not see anything that stated her claim so I asked her which clause of the bill is that ‘new law’ listed. She stated that she didn’t know so I went to read the bill again.

There is no clause in Senate bill 194 that states that a driver of a rental car in Nevada has to be the policyholder. Before I went back in to let her know that there is no clause that states her claim, I contacted the legislators office. They too, were unable to find a clause that stated her claim and recommended that I contact the Nevada Division of Insurance. They were familiar with the Senate bill, but not with what the representative at Ace was claiming. They recommended that I contact my insurance company because they should know for sure.

My insurance company was unable to find anything that stated the claim of the representative at ACE. He advised me that he is not licensed in Nevada and to contact a Nevada licensed insurance agent. I contacted two different Nevada licensed agents and neither were able to find anything to support the claim of the ACE representative.

After I had solid confirmation that Senate bill 194 does not state that drivers of rental cars in Nevada have to be the policyholder of the insurance, I approached the front desk to let the representative know that there is no such law requiring drivers in Nevada to be the policyholder of insurance in order to rent a car. The representative then pointed to the display on the counter regarding the Senate Bill194 and told me to read it. I let her know that I already read it and I already researched it. She said, “no read this.” —pointing to the small print, which stated that they have the right to refuse service to anyone. So because I refuse to allow them to scam me out of buying their insurance when I’m fully covered by my own private insurance and by my credit card, they refused to rent a car to me.

In hindsight, I guess the presence of the manager coming from the back office to stand near me, was an intimidation tactic to force me to buy their insurance. Eventually, I went next-door to FOX Car Rental to see about renting a car, but since it was the same-day rental, the car price was doubled. I decided not to rent but I did ask them what need to rent a car in Nevada. They said what I’ve always been told every time I rent a car in Nevada— that I need a valid driver's license, insurance that extends to the rental car, and a valid credit for the deposit. I asked them if I had to be the policyholder of the insurance to rent a car. They said, “ WE DON’T CARE WHO’S THE POLICYHOLDER AS LONG AS YOU ARE COVERED!”

No other car company in Nevada, that I have found, has that same rule that ACE Rent A Car has. On November 26, 2025 I rent it a car from Dollar Car Rental in Las Vegas Vegas. There was no mention of Senate bill 194. ACE RENT A CAR is exploiting their non-suspecting customers by taking advantage of Nevada Senate Bill 194. Dumb criminals! They should have just said that was their policy, not the law in Nevada and I would not have had a reason to research and find out that ACE RENT A CAR on Las Vegas Blvd is scamming their customers!