ACE Rent A Car Reviews 

DANGEROUS RENTALS!!!

I rented a car on July 19th in Toronto that had no brakes AT ALL, the car was doing so much noise and vibrations that ACE should have been aware of that.

I had my 12 years old child with me and this was so dangerous that I had to stop somewhere and ask the person I was visiting to catch me.

I asked ACE to call me back but they never did, which is honnestly A SHAME

GO AWAY!!

Michelle have been good and have been patient with us and have a funny personality

Michelle she was soo nice n funny n patient with us i loveee her soo much

SCAM! The contract said the €1,600 deposit would be returned after I returned the car on July 13th. A few days later, they took €600 from my account anyway. When I tried calling for an explanation, they blocked me without any response.

Avoid this company.

Their Rome Fiumicino office stole €600 from my credit card as an unauthorised payment. I contacted them for explanations and they blocked me. I have been trying to get urgent attention from their head office but no luck yet. Scammers!!!!

I’m only giving this a 1 because ZERO isn’t an option! Crooks just like the other reviews!! They add charges and have not phone number to contact anyone. THIS PLACE IS BOGUS!! DO NOT AND I REPEAT DO NOT GIVE THEM YOUR INFO OR USE THEM. THEY WILL STEAL FROM YOU!

Izzy and anıt great job

Nelle was very friendly and patient with us when it took a really long time to get into my Progressive app!

I rented a car in Las Vegas on 5/19/26. I purchased insurance through Hotwire & had my personal insurance as well. Nothing was said at the time of the rental about needing their insurance but they charged my account $141.57. I disputed with them thru email, phone, and contacted CEO Richard Radzis & President Kevin Stutz - no response from either. These guys are crooks. I've been renting cars over 40 years, this company is the worst. Do Not Rent From Them!!!

I had PREPAID thru Priceline for a rental to be picked up at their location...be sure you don't do that. I got billed full price and twice on the upgrade BY ACE RENT A CAR.
Why? I have no idea...but it has been a real hassle and a major pain trying to get this resolved and my money back. It's going on 3 weeks now...I've called to follow up 3 times ...keep getting the run around. "
Oh we'll submit; oh we will escalate this sir; oh I see that it just got processed today!"...never again ACE...

If I could put zero, I would. DO NOT GO THERE! The Toronto Airport Ace Rent-a-car place is horrible. The shuttle service is awful to get to the business. Once there, it was such a zoo that we finally just left and went somewhere else.

**They Charged Me for a Toyota. I Rented a Citroën. Stay Far Away From Osek Rent A Car / ACE.**

Booking.com Reference: 768262392 | BBB Complaint ID: 25012805. Scroll through these reviews and you will find multiple customers who rented through ACE's Polish franchisee Osek Rent A Car and received identical treatment: deposit taken silently after return, blurry close-up photos as evidence, no joint inspection, no notification. This is a pattern. I am adding mine with full documentation.

**WHAT HAPPENED:**
I returned my vehicle on April 19, 2026 in Warsaw. Staff told me the car was fine and instructed me to leave the keys with no inspection. Three days later, $1,368.94 (4,900 PLN) was taken from my card with zero notification. For 57 days — through the entire deposit return window — I received nothing. No email. No call. No damage report. I only received a response after I hunted down ACE's corporate email myself and contacted them directly.

**THE WRONG VEHICLE:**
When ACE finally responded, their first piece of evidence was documentation for a Toyota. I rented a Citroën. Different make, different model, different plate. ACE admitted this error in writing: "the location confirmed they sent the wrong return document." Booking.com's own aftercare team independently told me the charges appeared mixed up with another customer.

**WHAT ACE SUBMITTED TO THE BBB:**
I filed BBB Complaint ID 25012805. ACE submitted their official evidence. That return inspection report identifies the operator as a local Osek Rent A Car employee named Jakub Pietosa — not the customer. The Signed Customer Acknowledgement section on the final page is completely blank. No customer signature. No customer login. No customer name. I was not present, did not log into their system, and did not take any of the 130 photographs. ACE submitted a unilateral, employee-only, unsigned document to the BBB and called it customer-acknowledged damage evidence.

**THE AMOUNT CONTRADICTION:**
ACE's own cost estimate claims 12,165.99 PLN ($3,397) in damage. They charged me 4,900 PLN. In their BBB response, ACE confirmed in writing: "there will be no other charges or fees for this damage." They have permanently abandoned $2,028 of their own claimed costs without explanation. That is not how genuine damage works. That is how deposit forfeiture works.

**THE CHECKOUT PHOTOS CONTRADICT THEIR OWN CLAIM:**
ACE told the BBB the damage was not present at the start of the rental. Their own checkout photographs from April 17 already show red-circle markers on the same areas before I drove the car. Their own return checklist records the vehicle as Clean Interior and Clean Exterior — Pass — at both checkout and return.

**THE BBB OUTCOME:**
Complaint closed as Answered — consumer did not accept response. ACE responded to the BBB without addressing a single specific question: why was no joint inspection conducted, why 57 days passed without notification, why Osek's customer service address never responded despite ACE directing me there repeatedly, and how they attribute damage to a customer whose name appears nowhere in their own inspection record.

ACE's answer to every Poland complaint on this page is the same: contact Osek directly. That address never responds. It did not respond to me. It apparently does not respond to anyone. ACE collects complaints, forwards them to Osek, receives Osek's position without verification, and closes the case.

Osek, operating under the ACE Rent A Car brand in Poland, charged me PLN 4,190 for an alleged dent on the edge of the driver’s door.

I am certain I did not hit the door during the rental. Their own photographs do not conclusively show a dent at all—only an ambiguous reflection or tiny irregularity. If any deformation exists, it is so slight that it could easily have been present before the rental.

Osek provided no matched pickup close-up proving the alleged damage was new. I did not sign the return inspection.

The charge is also unsupported. Their estimate was generic, with no damage measurements, labour breakdown, workshop invoice, independent assessment, or proof that any repair was carried out.

I disputed the charge and requested the original media, metadata and proper before-and-after evidence. Osek refused, upheld the charge and repeatedly told me to claim it from insurance.

The matter is now under card dispute and being reported to consumer-protection authorities.

I see ACE here replying to others in similar situations that this is not their problem, its ridiculous they are allowing their brand to be used to treat clients like this.

Terrible experience. Misrepresented and hidden costs.

TLDR: You will lose money here. Rent from any other provider — you've been warned.

We booked a six-day rental with ACE. The booking process was easy and seemed straightforward. Once we arrived for pickup, the red flags started.

First, we thought we'd completed the entire booking online, including insurance. We expected to sign for the car, put down our deposit and go. Instead, the agent said we'd need a $600 hold on our card, about $300 more than we expected. He said the difference covered vehicle insurance, which was confusing since we'd already purchased insurance during booking. When we pointed this out, he said it was just a hold that would be released upon return.

Second, the agent asked if we wanted to return the car at the same fuel level as pickup or have ACE fill the difference. We've rented cars before and said we'd handle the fuel ourselves. He told us it would be much cheaper to let ACE cover it. It sounded odd, but we went along with it.

When we turned in the car, the final charges included a $300 insurance upcharge and a $112 refueling fee, despite returning the car with three-quarters of a tank.

We contacted ACE to dispute the charges. Their response: "For the pre-paid fuel, any unused prepaid fuel is not refunded. This is stated in the rental agreement," and "Your case has been reviewed by the highest level of management, and they made the final decision that no refund can be provided." We weren't asking for a refund on the rental itself, just the $300-plus in charges that never should have applied.

Between the fine-print "gotcha" on the insurance and the agent's misleading fuel pitch that cost us over $100, we feel we were deliberately misled.

Rent from anywhere else. You will lose money with this company.

We travelled from Norway with our two young children and booked this rental through Rentalcars.com. After returning the vehicle, we were charged 3,754 PLN for alleged micro-scratches that are not visible in our detailed photos and videos.

We strongly dispute this charge. The case has been submitted to Visa, Fremtind insurance, Rentalcars.com. Will also be reported to Forbruker Europa/ECC-Net and ACE RENT A CAR International. The matter is now being formally pursued, and we will update this review when a final decision has been reached.

Based on our experience, we cannot recommend this company. If you rent from them, photograph and film every part of the vehicle before and after the rental, and retain all original files and timestamps.

I would not recommend Ace Rent a Car Kraków.

After returning the car, I was charged for damage that, according to the company’s own pre-rental inspection video, was already present before I collected the vehicle. I reviewed the footage, took screenshots, and sent them as evidence, asking Ace Rent a Car Kraków to withdraw or amend the claim.

It’s disappointing to have to dispute charges that appear to be contradicted by the company’s own documentation.

If you rent from this company, make sure to record detailed photos and videos of the vehicle before you drive away.

!!SCAMMERS BE CAREFUL!!

The will force you to purchase VERY expensive liability insurance and other hidden fees when renting.

We reserved with a prepaid amount, we alreay had liability insurance from our insurance company, when we told the agent at the counter, they said it doesnt matter and we still have to purchase their 45$ / day insurance or they would not rent. We showed our insurance papers and they started yelling at us and telling us to leave the store. We said sure we can go rent somewhere else, please give us our deposit money back since you dont want to rent to us, they yelled some more at us and kicked us out of the store. they are literally insane scammers. We had to go through VISA to get the paiment cancelled.

DO NOT RENT THERE

Dreadful.... Had to cancel once due flight change rebook.. Then arrived and got flecced fir 3rd party despite having full insurance... Dreadful now being given downgrade for same price...

I was in town for a convention. I rented a car while at the airport, and paid with my debit card. When I arrived at the off site location to pick up the car, I was informed the was a $300 deposit. I was shocked to learn ACE was keeping my deposit for a cleaning fee. They returned $5. They sent pictures of a 5 minute vacuuming job. Do not rent here and expect your deposit returned. They don't disclose the deposit at the time of payment for the rental on priceline. It's a bait and switch when they have driven you away from the airport in their van. You will learn about the deposit at the lobby. Beware.

I am unhappy with the lack of transparency in pricing. My confirmation showed $225 due at the counter, it ended up as $600+.
I had been traveling all day, was tired, hurried and trapped at the ACE building at the Denver airport. The clerk walked me through the pricing quickly and there I was with nearly 3x what I had expected so I could go on my way. I would not recommend this car rental.