ACE Rent A Car Reviews

This a a very misleading company. My original quote was $450 at time of booking. When I checked in the total was over $900 and here’s the reason why it jumped so much.... They require you to buy their insurance which is $200 more than what is quoted during the reservation. Nothing is mentioned about this at time of booking. Which is NOT required so this is a flat out lie…. Scam! Then I’m also charged a $200 fee for damage protection… which after a week I still haven’t received. Do NOT rent from this company. They have very deceptive marketing and pricing.

Even though I had my insurance they asked me to pay extra for insurance. They also asked me to pay more because I was a little late for pickup. Basically they will con you to pay more, knowing that you have no other options at that very last moment.

SCAM SCAM SCAM. Rented a car at Las Vegas airport location. At the time of car pick up I clearly opted to use my own insurance. However the salesman falsely added the insurance purchase in my agreement and in final bill I had to pay 150 dollars extra. Customer service is horrible. Stay away from ACE car rental….

I reserved a car online for about $100, but at pickup ACE charged $170, claiming that “Florida law requires renters to purchase the company’s insurance.” This statement is false — Florida does not require customers to buy a rental company’s insurance if they already have coverage or choose to decline.

Our rental agent "Shevan" was extremely rude and condescending. When we came up to the desk he was immersed in his phone, we had to call out to him to get his attention. Then he wouldn't give my partner her veteran discount because we had prepaid. What kind of business that sports a red, white and blue logo, doesn't honor a veteran's discount?! When I tried to explain what he was saying to my partner, he interrupted me and mansplained the exact information I had already told her with an extremely condescending tone. I think he seriously has a problem with women or veterans, or both. He rolled his eyes at us, talked down to us and made us extremely uncomfortable. When I asked him if we would be emailed a customer survey he and his colleagues looked like a deer in headlights and said they didn't know. Which is definitely not true. Don't bring your business here. They are discriminatory and rude.

It’s a scam. I booked the reservation from Priceline, it shows the pickup is at airport rental car center, but actually I need to take another shuttle and 20min drive to the pickup location. During pickup, I specifically said I don’t need insurance, and my own car insurance will cover it. I also signed my initials in related sections. But they charged insurance for my rental, and when I called them, they said I didn’t show my insurance during pickup, which they have never ask me to show it. The final price they charged me is way higher than what was quoted when I made the reservation from Priceline. There are so many fees which I never see in other rental car companies. It’s a scam, never rent from this company!

I used this co. through Expedia since it's the only co. listed on the site with Jeep available on that city. I rent it on 10/28/2025 at the Lanai City Airport. There were 3 Jeeps available on the lot but all dirty inside and outside. Once I got into the "first Jeep", then I drove off the lot, "lower tire pressure" reported on dashboard. I drove back and got the 2nd Jeep, then "oil chance required" warning information was on. I drove back then the agent wanted me to drive the first "lower tire pressure" Jeep and indicated just wait inside the car for a technician to inflate the tire. I had to wait for 30 min then I complain to the agent. The agent yell at me and said "Drive the car back to lot and I will refund you the $." Since I came a long way to Lanai City to rent the Jeep for just a day, I suffered through.

Had a reservation through CaRentals.com for $140 including all taxes and fees. The agent used scare tactics to add extra insurance and toll tag. Final cost ended up at $501! The agent neglected to tell me that because I added the insurance I no longer had the original agreed upon rental fee. That allowed them to add over $160 in additional taxes and fees. Apparently there3 is a financial incentive for the agents to add extra fees. Terrible customer service attitude "You signed it. You pay for it."

My wife just went through getting a car at Tampa, FL location. The absolute worst experience renting cars, ever. First time ever she was asked for a proof of insurance. Usually a name of the insurance company suffices. She asked me to assist over the phone. The agent named Andy was incredibly rude to her, rude to me, and refused to speak to me. He also refused to specify what kind of a document would satisfy him. He refused to give his last name and prevented her from taking a picture. The supervisor was equally unhelpful. We are insured with Travelers, and it took me 15 minutes on the phone with an agent to get a document with my wife's name. We only booked with this company because the rate was ok, and they are located at the airport, not offsite. Don't make our mistake!

I’m posting because ACE Car Rental has very deceptive practices and I don’t want anyone else to suffer the cost like we did. The language for LDW is especially confusing because it’s located in the area where you DECLINE optional stuff. Even after verbally discussing we didn’t need additional insurance of any kind and the rep reviewing our policy coverages on my phone she still had us initial all the boxes and boom we inadvertently agreed to this no purpose coverage. Very deceptive.

I’ll never rent from ACE again. Their customer service was awful, rude, unprofessional, and completely unhelpful. They forced me to buy their own insurance, even though I had my own coverage. The insurance was outrageously expensive, costing me $150 for just two days of basic liability. It feels like they trick people into paying hidden fees and unnecessary costs. If you’re thinking about renting from ACE, don’t do it. Save yourself the frustration and go somewhere else.

We waited 90 mins for the car. 2 people working if you want to call them working. I also had to pay for a drop off early fee $30 because they don’t open until 6. I needed to drop it off by 5:45 am because I had a flight to catch. Do not use this company. They suck!

Avoid Ace Rental Car – Not Worth the Hassle. Don’t waste your time trying to save a few bucks with Ace Rental Car—it’s simply not worth it. I live in downtown Los Angeles and needed a rental car for a week. A friend recommended Ace, so I booked a car with them. After an expensive Uber ride to their location, the problems started. They asked for my ID and credit card, which is standard. But then, because I’m a local resident, they required a utility bill. I provided a phone bill, but the employee said that wasn’t acceptable—they only accept gas or electricity bills.

Got to the counter, no car the size we reserved were available BUT we could be put on a wait list, wait two hours for a possible car or pay substantially more. We were left looking for another car at the last minute. BEWARE!!

Largest BAIT AND SWITCH. This rental car company does not include insurance in their estimate. Give me an even if you show them a copy of your insurance card. They want your login and password for your insurance company to enter your account. The staff was very accommodating and very nice, but didn’t expect the additional cost when renting aGive me an even if you show them a copy of your insurance card. They want your login and password for your insurance company to enter your account. The staff was very accommodating and very nice, but didn’t expect the additional cost when renting a car out of Newark airport. Also, it is inconvenient to take a shuttle along with a tram ride to get to your pick up location. Don’t be fooled by that low cost for a midsize car.

This company is terrible and tries to get extra cash from you for false information. My husband and I picked a car from the airport in NY and booked to return it to EWR. About a week after we were charged $100 for returning the car to EWR when our agreement clearly states that is where we will return it. They also charged us $200 saying they did a smoke test in the car. That is bullshit as neither of us smoke. They are just looking to cash in on an extra $300 at our expense. BEWARE OF THIS COMPANY!!! I wish I could give zero stars for the rating.

I had the same bad experience as everyone else. They are basically licensed scammers with hidden (insurance $30/day) fees and won't provide you with the car you booked! I had a booking for a mid-sized SUV, and they gave me a compact mid-sized SUV (supposedly, mid-sized SUV and compact mid-sized SUV are the same)! They won't compensate anyway; instead, they were rude and unprofessional about it. Very poor customer service. First and last time!

I was quoted $201 on the Priceline website and received confirmation via email reserving my car. Shuttle at DIA took a half hour to finally pick me up (10-15 min per the website). When I picked up the car I reserved "Supplier's choice" because I wasn't picky on what I got. I declined the insurance but added a tank of gas since ACE offered a little bit cheaper. My total was $647! $200 was the deposit. When I argued the price, I was told that my daily cost was now $120. I will never rent from them again and they need to be shut down for all the money they have screwed out of American's pockets! They claim 'nonrefundable' and Shame on your CFO and CEO for running a scam business to your fellow Americans! Thanks!

Wish I had read these before. When I arrived with two little kids after I lot of travel, they told me that actually my charges would be an extra $400-500 for my trip because of mandatory insurance charges (which a rep later left me a VM saying they were optional and I should have argued more against them, all of which I have in an audio recording). They told me to email them my own insurance and they would refund me. I emailed them 2-3 times in early July with my insurance and never heard back.

They are basically licensed scammers with hidden (insurance $30/day) fees and won't provide you with the car you booked! I had a booking for a mid-sized SUV, and they gave me a compact mid-sized SUV (supposedly, mid-sized SUV and compact mid-sized SUV are the same)! They won't compensate anyway; instead, they were rude and unprofessional about it. Very poor customer service. First and last time!

I had the worst rental experience with ACE Rent A Car at JFK. After nearly an hour waiting for the shuttle, my charges more than doubled from the original quote ($1,477 → $2,931 + $500 deposit). The car was unsafe: first an oil change warning, then an airbag warning that stayed on the entire trip. When I called customer care, they told me to call roadside assistance but gave me a wrong number — it turned out to be a travel agency! Horrible customer service on top of unsafe cars and hidden charges. I returned the car and demand a reasonable refund for this nightmare experience.

This company is a scam. They hit you with add on prices, they stated that a shuttle was supposed to be every 15 minutes, they didn't show up till 2 and a half hours later they don't pick up the phone. Will never use this company again.

NEVER AGAIN WILL I RENT FROM THIS COMPANY. We were a party of 8 with two suitcases each plus carry-ons, so I reserved a 12-passenger van 5 months in advance. Just 13 hours before pickup, I was told there were no vans at JFK and I’d have to get myself to LaGuardia. After hours of shuttles, calls, and false promises, the only “solution” was to drive ourselves to Newark. They forced me to pay for insurance even though I had full USAA coverage, and by the time we finally got a van, we had already missed our scheduled boat ride—money wasted. On return, I was hit with an outrageous $136 fuel charge. The van worked, but everything else was a stressful, costly disaster. Rent elsewhere. Newark location!

NEVER AGAIN WILL I RENT FROM THIS COMPANY. I reserved a 12-passenger van five months in advance, only to receive a call 13 hours before pickup telling me there were no vans available at JFK and that I’d have to find my own way to LaGuardia to get one. Completely unacceptable. After pushing through multiple people, I finally got to a supervisor (Frank), who assured me he’d resolve it. He called back 45 minutes later, promising the van would be at JFK for us. But when we landed at 6 a.m., I got another call—the van still wasn’t there. Once again, we were told to go to LaGuardia. I asked them to send a shuttle, which took nearly an hour, and we would deal with it once we got there, only to hear the same story once we got there.

Deceptive and lying clerk and surprise costs. The price was too good to be true. We got hit with a $21.95 per day "Renter's Liability Waiver" that the clerk said was mandatory and required by law. And the clerk ALSO said the spouse additional driver charge was mandatory at $12.99 per day, and that it applied to spouses-- a lie. I was able to get that charge refunded, but only after wasting my vacation time researching info from the website and calling customer "support" to get it removed. No apologies about the rude, lying clerk. This was in Las Vegas, but I would not trust this company, ever, anywhere.

Updated on 09/10/2025: Update: after I posted my review on another site, as you can see from ACE's response, they again deliberately ignored the fact that my own auto insurance DOES cover all liability when I drive a rental car in any US cities, for which I sent them all supporting documents, as I stated in my review. So this is another strong evidence to show how bad ACE Rent a Car is! And of course, they avoided the fuel charge part in the response, as they know it's their another common fraudulent practice to milk their customers. So don't use ACE Rent a Car at all!

Same problems as below. Charged two times the car rental for insurance we don't need. They say we can get rid of it if we drive all the way back to uncheck the box. What a joke with today's technology. Don't care about being helpful. I actually booked them on accident being in a hurry instead of Alamo. NEVER book here. The agent was Katie. She said if I complained to tell them it's just Katie. No ID number etc.

This was a terrible experience. We had to return the car once no ac bubble in the tire and when we went to return it they said there was nothing wrong with it. Finally they exchanged it, we never got on the road for 3 hours later and they had the nerve to charge for a late fee to get this squared away. Before returning the car we tried numerous amount of times to call with no luck. When we got to their office in queens the especially a very very rude person Dino told us to call corporate which we tried numerous times to no avail. They then charged for a second driver also never told us about the additional driver charge. Their bathroom was was disgusting with no soap or paper towels and disgusting. How is that legal. I have never ever been treated with such rudeness or disrespect. NEvER Use this company. In the end you will end up paying more money because they suck.

I never write reviews but want to warn everyone that ACE Rent A Car will deceptively sneak in extra insurance charges if you're not super careful. Make sure to read everything you sign and reject any unauthorized charges.