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October 2023 by tiffany gray
I didn't even want to leave a 1 star! I forgot my credit card at home. So I used my debit card for which they said I need to put a $500 deposit down, ok understand. However up on returning my car and checking my billing statement this company only gave me $245 of my money back. Stating that I had an extra day on my vehicle!. The lady that I spoke with kept putting me on hold and couldn't tell me where the extra charge went. Then we she came back she said it was for TOLLS. I only use the tolls twice there no way it was $245. I am reporting this company. DO NOT RENT FROM THIS COMPANY SAVE YOURSELF FROM HIDDEN FEES AND LIES!. I am fighting this!
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October 2023 by tarek nayel
Horrible service, they took more money than what we agreed on, and they charged way too much money for the insurance, nevertheless again they took advantage of me, I recommend before you reserve with them to double check and lock the rate. They charged me till 10pm instead of 11 am and added another day for me when I didn’t even need all of that, they said the rate was 30 then made it 105 a day for no reason.
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August 2023 by Krystal B
I am writing to express my profound dissatisfaction and frustration with the service I received during my recent car rental experience with ACE Rent A Car at the DFW Airport branch. I had hoped that my reservation would be seamless and trouble-free, but unfortunately, I encountered a series of issues that have greatly marred my trip.To begin with, upon arriving at the rental car location on August 25, 2023 I was informed that my reservation was not yet populated into your system and that I would have to wait for an hour. This was despite having a confirmed reservation and a confirmation email in hand. I found this delay and lack of coordination within your system to be utterly unacceptable and incredibly frustrating. After some back-and-forth, my reservation was finally located, but not without unnecessary inconvenience.Furthermore, the initial car I was provided had a tire issue, as evidenced by the persistent air pressure light on the dashboard. I followed your customer service's instructions and contacted them immediately. I was advised to return the car for an exchange, with an assurance that there would be no additional requirements on my end. However, upon reaching the rental location again, I was informed that I needed to complete an incident form and was held responsible for the tire issue. This conflicting information and lack of communication only added to my frustration.When I asked to speak to a manager, Eric, at the DFW airport location, I was met with dismissiveness and rudeness. This not only displayed a lack of professionalism but also left me feeling unheard and disregarded as a customer.The series of disappointments did not end there. The replacement car I received had visible dents on the exterior and stained seats in the interior. When I approached the attendant about these issues, her response was a casual suggestion to take pictures. Such a response lacks the basic professionalism and attention to detail that one expects from a reputable car rental company.Furthermore, I received multiple text messages reminding me to return the car even before my scheduled return time of Sunday at 5:00 PM. This was followed by an early morning message from the security department on Sunday, claiming that the car was overdue. The fact that your system failed to accurately reflect my reservation details added further frustration and anxiety to my experience.The cumulative effect of these numerous inconveniences has significantly tarnished my travel experience and consumed an undue amount of my time and energy. To make matters worse, there has been no attempt on ACE Rent A Car's part to offer compensation or even acknowledge the gravity of the situation.I sincerely hope that ACE Rent A Car takes this complaint seriously and endeavors to improve its customer service and reservation systems.
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July 2023 by Kimberlee Skarda
If I could give zero stars I would. Most incompetent “customer service” agents I have ever had the displeasure of speaking to. After waiting in line for 40 mins ( even tho we had a pre-paid reservation) The employee decided that husbands ID was “bent” so we couldn’t pick up our prepaid car. He told us it wouldn’t scan then literally said “I ain’t even gonna to try”. We asked for a manager to come try and they told us she would be there soon. We waited. She never came. We went across the way to National where they scanned my husbands ID without incident. We had keys in our hand and out the door in 3 mins. The ppl working the counter at Ace were incompetent, rude, poorly trained and lazy. We will NEVER try to save 40.00 again by using ACE. The price was indeed too good to be true.
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July 2023 by Phani y
Never ever rent with this idiots again. Very terrible experience first I charged $60 then i told i will take the insurance from third party’s but they told you have take from our company they charged me $30 for insurance they taxed me $11 dollars I dont know for $30 the tax is $11 I arrived half an hour late they charged me extra $40 for insurance bc’z i am late and they also charged me extra $60 for the car rent bc’z i am late by half an hour. They also charged extra $43.10 for gas even though I refilled the full tank. When i ask them they told you are enrolled for gas refill even though you given full tank they charge me full tank price. Very bad communication. Same thing happened to me with budget and payless and avis even though i came late by 4 hours they charged me $0 even though I didn’t filled the gas full tank given 2 gallons less. they charged me $0. Budget, Avis, Payless are very good they have some courtesy. This ACE people are so mean. I hate them.
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June 2023 by Doodle Gamer
I will never use this rental company ever again. I booked a Midsize car and got a tiny budget one. My knees were upto the dashboard and my family could not fit into it on outings so I had to book uber to get places which cost me more money. Then they took $322.21 out of my bank account for a $22.21 toll and said it could take upto 21 business days to get the $300 back leaving me with no money in my bank. How can you just take people's money like that without permission. I had a horrible experience. Please don't use them ever.
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June 2023 by Obiocha Ekpemu
Do not rent from this people. They will fraudulently charge your account and card multiple times, again and again without your consent or authorization. They’re fraud! Their car are not even reliable. Rude customer service. Everything about them is that bad!! Run Run and run from them. I just spoke to a lawyer to sue them.
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May 2023 by SABRINA BARNUM
The suv we received had bad tires… after 1/2 day travel we had to bring the car back. By then they didn’t have any acceptable suv available and we had to down size to a sedan. We wasted a whole days trip that we had to pay rental and gas far. They do not have management coverages at nights, so no one talk to about compensation. We will no longer rent from here and not recommend to anyone else.
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May 2023 by Tim O'Malley
Terrible experience. Their price changed three times between online reservations, over the phone and at the counter. Employees at the counter lacked basic customer service skills and showed absolutely no concern for our stressful event . The interior of the vehicle smelled unpleasant. First and last time using them. I was kind of skeptical because they had nobody in line and everybody else did ?♂️lesson learned.
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May 2023 by Tanya Carter
I rented from ACE in Dallas online and was told my total was 136. Paid 176 and two weeks later, without me knowing my card was charged 50. I called and was told it was for a rockchip repair. I don't like the fact that they charge my card without my permission. And anyboby could have caused that rock chip because someone else had the car after me. WILL NEVER RENT FROM ACE AGAIN!
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March 2023 by Abiodun Oketoki
Canadians avoid!!! There was no mention of presenting my insurance while booking the vehicle online, even though I entered my Canadian driver's license. I arrive and they tripled the quote on me, claiming it was insurance cost and they weren't going to release the vehicle without it. I had to get the vehicle in order to leave the airport. I emailed my insurance which proved I have coverage in the US but no one got back to me despite calling the several times. I eventually had to return to the airport the next day. Even with this, they were still going to charge me for an insurance I didn't need. Just avoid this business. It's not worth the hassle.
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March 2023 by Aaron S.
I would give a lower rating if possible. I don't know why these people are in business. To start, when i picked up my car, it took the FIVE AGENTS working at the time OVER AN HOUR to get me my vehicle, and there was only one other customer at the location... they were not at all busy. Then, when they have me the car, it was not the class that i requested. Finally, when i returned the vehicle the agent told me that he could smell smoke and see ashes. I don't smoke, so naturally i asked to see the ashes. He said he wasn't willing to show me where they were. I then took pictures of every inch of the car and told him i thought this was a clever way for a company to make money. He said he would "do me a favor" and air the car out for a bit before having his manager look at it. I told him not to bother with his"favor" and said I'd call the corporate offices. I stopped by the desk to speak to the manager, whom i was told was on the way. After waiting for quite some time, i had to leave for fear of missing my flight. I asked for the managers number. The agents wouldn't give it to me "for security reasons" (they must piss people off a lot). I was assured that the manager would call me, but while i never received a call, i did soon receive an invoice including a $250 charge for "smoke smell" (i guess the fact that i had pictures of every inch of the car many they had to fall back on something totally subjective like smell to justify the charge). Thumbs down, ACE!! Shameful company
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February 2023 by Barbara Bellay
DO NOT RENT FROM THIS COMPANY!!!! The only way to post this review is giving them a star they don't deserve. This rental car company seemed like an easy company to deal with until it was time to pick up the car and request a return time change, I wasn't able to make the change on Expedia when I initially reserved the rental. The agent at the desk in the DFW airport would not acknowledge my request to change the car return time to a later time. She talked over me and kept requesting the dec pages from my ins company. I asked about the deposit and when that would be returned, she stated that I would "get the deposit back after incidentals were deducted." I was charged for returning the car late, even after I had requested the return time be changed to a later time in person at the time of pick up and with customer service on the phone. Horrible customer service both in person and their call center. I understand why their rentals are so much cheaper then other companies, they get you with hidden fees and wont bend to accommodate the customer.
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July 2021 by Glenn DeBoer
Poor customer service including the manager at the Los Angeles airport facility. Charged additional insurance for rent a vehicle even with proof of automobile liability insurance card, contacted my insurance broker, received my entire car insurance “policy” , transaction is not over yet, showed my auto policy to the manager and was basically giving the middle finger. ‘Sorry…. Nothing I can do about it.! “. W H A T , we haven’t finished the transaction as of yet .Just maybe a Japanese Company will buy this rent a car company and show how to treat customers.So I would NOT recommend Ace rent a car unless you like to pay for additional insurance that you don’t need.PS. If Ace Rent a Car customer service is reviewing this post, please verify with the LAX branch approximate time was 4:00 pm on July 19th
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June 2021 by M F
If I could I would give them 0 starts. If you are trying to rent a car from ACE @ MSP airport, beware!1. They are not actually at the airport. When your flight gets in and you follow all the signs to the rental car area- you are then directed to pick up a courtesy phone and they send a van to pick you up. I waited about 20 minutes for the van that then drove me about 10 minutes to their actual site. They said upon drop-off ,the van would take you back directly to the gate. Also NOT true. They dropped me off at the very edge of the terminal, no where near the airline's gate I was flying out of.2. I had confirmation of the reservation with a price. They claim on their end the reservation came through as if I was going to bring the car back at 4:45 AM. My paperwork clearly said 4:45 PM. I received a call about 8 AM. They told me the extra time would cost me 10/hr. Which it did, but they also charged me an extra day at $130 for the day + $45 late fee on top of the $10/hr. Needles to say the original $185/ for 3 days ended up costing me $485.3. The car I had was also completely awful, but that is more on me for not doing more research on that particular car.