Ok cars, TERRIBLE customer service experience at Tampa airport (employee goes by Walser15). This person is rude, a liar that kept interrupting , while insisting on pushing extra service. I will pay ex... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very pleasant experience. They did spring and outside unlimited zone charge which I was not expecting. But Desmond was very attentive and made sure to get me the car I requested. Prices are very reaso... See more
Company replied
Terrible customer experience in Gdansk, terrible way to push me to sign a the return of the car even though I've explained that the window just simply cracked alone whilst in the shopping mall car par... See more
Company replied
ACE Rental Cars, Cancún / Mexico It is strongly discouraged to do business with this so-called rental agency. On arrival, they will have you waiting for hours at the airport, making repeated phone ca... See more
Company replied
Company details
Written by the company
ACE Rent A Car is an affordable, independent car rental brand that services customers in more than 50 countries around the globe.
Contact info
2.9
Average
2k reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from ACE Rent A Car
Hello J, Thank you for your review of our Coney Island location. I am delighted to hear you received great customer service from Amir. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Rent from another agency
This rental center is a joke, I rented a middle size car like a rogue or similar. I went through 3 cars all in very poor condition, first car had no cushion in driver side seat. Second needed oil and wind shield wiper fluid. Then the gave me a Nissan kick which is a sub compact car. I live in New York an came to visit my 91 y.o mom for her birthday and She has a shoulder and back sever arthritis and was unable to get in and out of the kick without pain. I tried calling the airport 30 minutes before closing but no one answered the phone, then i called customer service only to tell me to call the rental center at the airport and to hang up on me. Stay away from these rude un trust worthy and unprofessional Ace care rental.
28 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Denial,
Thank you for sharing your experience with us regarding your experience at our Fort Lauderdale location. It is disappointing to hear that the vehicle provided to you were in poor condition, as this is not the standard we aim to provide. I have shared your comments directly with the location to be reviewed and addressed to prevent future incidents. Unfortunately, I could not find a reservation under your name to review. If you would like anything to be further reviewed, please reach out to us at customercare@acerentacar.com with the details of your reservation. -Emily
SCAM
SCAM!
Booked a car, they confirmed within 30 seconds. 3 h later I changed my mind and tried to unbook (within the terms of course, would only be charged a smaller fee) but they didn’t confirm this unbooking (strange as they were so fast to accept the booking in the first place…). As we approach the time for the rental to be delivered I then proceeded to wait at the said pick up point at the agreed time but none showed up and now they are unawailable to get a hold of regarding this! And ofcourse my credit card had been charged with the full amount !!
29 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Linnea,
Thank you for sharing your feedback renting with us. I would like the opportunity to investigate this for you, but am unable to find a reservation with the information provided. If you are willing, please contact us at customercare@acerentacar.com with the details of your reservation so we can further investigate this for you. -Emily
Esteban was a great help
Esteban was a great help, made the experience quick and easy
27 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Ethan, Thank you for your review of our Denver location. I am delighted to hear you received great customer service from Esteban. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Jorge from Orlando was very helpful
Jorge from Orlando was very helpful. He provided great customer service and options while I was there. Very straightforward and made experience smooth.
13 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Jessy, Thank you for your review of our Orlando location. I am delighted to hear you received great customer service from Jorge. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Don’t rent cars from this company
Don’t rent cars from this company — they will charge you for damage you didn’t cause and won’t return your deposit. I do not recommend them
14 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Szymon, Thank you for taking the time to share your experience at our Krakow location. I understand how frustrating damage claims can be, especially when they result in unexpected charges. Unfortunately, these claims can only be handled by the location’s claims department. However, if you would like us to review your case to ensure everything was handled properly, please reach out to us at customercare@acerentacar.com with your reservation details. -Emily
Great service !!!
26 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Helen, Thank you for your review of our Orlando location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Son unos estafadores
Son unos estafadores, gasté 214$ en rentar un vehículo que nunca entregaron y no quieren hacer la devolución.
Los empleados solo tratan de vender otros seguros extra y cobrar más sin motivo, no sé si es que reciben comisiones o qué pero muestran 0 respeto por el sudor de las personas para ganar su sustento.
I already contact to the intermediary and they said they can’t return the money or create a voucher becouse you Nelly Rent Car or Ace rent car, already charge them (for a service that never take place) they call you and you deneid the devolution or even a cupón voucher to be used in a different time or location, so STOP trying to look like you are not guilty when I’m even giving you the chance of not giving me the money back and instead ussing this investment in another moment, you just want easy money
17 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Nelly,
Thank you for sharing your experience at our Punta Cana location. I understand it can be frustrating to encounter unexpected charges. For prepaid reservation, you would need to contact the third party you booked through to request a refund for this. If you have any additional questions, please don't hesitate to reach out to us at customercare@acerentacar.com. -Emily
One star is too much for this company
One star is too much for this company. They are dishonest and only seek to steal your money. We prepaid for rental car only to be told on arrival that we hadn’t paid. We then had to pay again but on checking our bank, saw the money had come out twice. When we pointed this out, they still claimed we hadn’t paid! They then said the double charge was for a bigger car… The bigger car they’d told us we could have without additional charges … but were now were saying was the equivalent to the whole initial charge which is ludicrous! When we argued this, they then changed their story again, and said the charge was for late arrival, even though we’d arrived at the specified time! They then changed this to saying we never used our booking at all so had been charged a ‘no show’ fee and closed the case with us having lost over £200! Absolutely sickening. Never use this company, they are just liars and thieves. I have messages of all of their ridiculous reasons for taking our money and refusing to give it back. Disgusting.
16 February 2026
Unprompted review
Reply from ACE Rent A Car
Hello Michelle,
Thank you for taking the time to share your experience at our Orlando location. It is disappointing to hear that you were charged more than expected. Unfortunately, I was not able to find a reservation under your name. If you are willing, please reach out to us at customercare@acerentacar.com with the details of your reservation so we can look further into this for you. -Emily
This company needs to be shut down
This company needs to be shut down! They steal your deposit under the pretext that they found a small scratch on the inside of a door! You should definitely avoid this company—they’re criminals! My extra charges came to 1,300 euros.
25 February 2026
Unprompted review
Reply from ACE Rent A Car
Hello Charel, Thank you for taking the time to share your experience at our Poznan location. I understand how frustrating damage claims can be, especially when they result in unexpected charges. Unfortunately, these claims can only be handled by the location’s claims department. However, if you would like us to review your case to ensure everything was handled properly, please reach out to us at customercare@acerentacar.com with your reservation details. -Emily
Great service and experience
Was picked up at Cancun airport to the rental agency. Was assigned a MG (great car) and returned a week later and dropped into the airport.
17 February 2026
Unprompted review
Reply from ACE Rent A Car
Hello Andrew, Thank you for your review of our Cancun location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
SCAM ALERT, NEVER RENT FROM THEM!!!!!
dont ever rent from them as they scam you when you get to the shop, they make you pay for all wavers that you dint need and they are not nice people to deal with NEVER RENT FROM THEM!!!!!! and after all that they wanted to charge me £460 extra, it was cheaper to go else ware and book another car, go book a car from a proper company
23 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Mark,
Thank you for sharing your feedback for our Manchester location. I understand it can be frustrating to encounter unexpected charges. I would like the opportunity to review these charges for you to better understand what took place. Unfortunately, I am not able to find a reservation for you with the information provided. If you are willing, please contact us at customercare@acerentacar.com with the details of your reservation so we can further review this for you. -Emily
Expect to pay way more in their office…
Expect to pay way more in their office and they are not at the airport.
Our rental was supposed to be $10/day but we were told we had to pay a mandatory fee that made it about $60/day.
Also, online it said this was at the airport, but it was about 10 miles away, they had a shuttle but it took a while for a pickup and drop off
1 February 2026
Unprompted review
Reply from ACE Rent A Car
Hello Landon,
Thank you for taking the time to share your experience at our Merida Airport location. Unfortunately, I am not able to find a reservation under your name to check what the fee was that was added. If you are willing, please reach out to us at customercare@acerentacar.com with the details of your reservation so we can review this for you. -Emily
Overpriced, Unsafe Vehicle, and Long Wait — Very Disappointing Experience at the Cancún location
Customer service at the Cancún, Mexico location was okay, but the overall experience was very frustrating. You really need to carefully inspect the car before accepting it, especially the tires. The first car they tried to give me had a tire that was visibly damaged. It honestly looked like it could blow out at any moment, which could have caused a serious accident if I hadn’t noticed.
Also, they made me purchase their insurance even though I had already paid for coverage online, so be aware of that. On top of that, I waited almost 3 hours just to get a different car. In the end, they charged me over $500 USD for insurance, plus another $500 as a security deposit.
It felt excessive and very unfair. I only went through with it because it was late and I didn’t have other options, but it was one of the worst experiences I’ve had. I would not rent from this company again.
10 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Katherine,
Thank you for taking the time to share your experience at our Cancun location. It is very concerning to hear that the first vehicle provided had a bad tire, then you had to wait an additional 3 hours for a replacement vehicle. These comments have been shared with the location manager to be investigated and addressed. I unfortunately am not able to find your reservation with the information provided to look into your insurance charges. If you are willing, please reach out to us at customercare@acerentacar.com with the details of your reservation. -Emily
Quick and easy shuttle to and from the…
Quick and easy shuttle to and from the airport with friendly staff. We got a brand new vehicle and enjoyed the experience!
11 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello DH, Thank you for your review of our Luis Munoz Marin location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Good customer service and they were…
Good customer service and they were helpful in finding me a rental car while I was on vacation
2 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Claude, Thank you for your review of our Merida location. I'm so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Jorge helped us out a lot
Jorge helped us out a lot. Our first car rental service was rude and nonprofessional. We the headed to Ace Rent a Car and Jorge helped us out finding an affordable car and gave us helpful advice about the area.
18 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Nathaniel, Thank you for your review of our Orlando location. I am delighted to hear you received great customer service from Jorge. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
I had a really disappointing experience…
I had a really disappointing experience with this car hire service. At the pick-up desk, I was charged hidden fees that exceeded the total cost of my rental due to dropping off the car at the diffrent location. Additionally, my deposit has been frozen for five weeks. Despite sending numerous emails and spending hours on the phone, I have not received any resolution. I have been renting cars for 20 years and have never encountered such a poor experience before.
9 February 2026
Unprompted review
Reply from ACE Rent A Car
Hello Michael,
Thank you for sharing your experience renting with us. It is disappointing to hear that you encountered unexpected charges and have not received your deposit. I would like the opportunity to review this for you, but am not able to find a reservation with the information provided. Please reach out to us at customercare@acerentacar.com with the details of your reservation so we may further investigate this for you. -Emily
After vehicle return
After vehicle return, ACE claimed minor cosmetic scratches and charged 4,500 PLN. The amount is completely disproportionate to the alleged damage. When asked to justify the repair cost, they provided only their own internal estimate and debit note, without a convincing explanation why such a small cosmetic issue would require such an expensive repair.
We also obtained a quote from an official Opel dealer for replacement, and the amount offered was around 450 PLN.
Most concerning was that the charge was captured while the matter was still disputed.
Be extremely careful with return inspection, photos, and card holds.
8 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Andrey, Thank you for taking the time to share your experience at our Poznan location. I understand how frustrating damage claims can be, especially when they result in unexpected charges. Unfortunately, these claims can only be handled by the location’s claims department. However, if you would like us to review your case to ensure everything was handled properly, please reach out to us at customercare@acerentacar.com with your reservation details. -Emily
Ace car hire
Searched Florence airport for Ace and ended up getting a taxi as it was not located with all the other companies.
The car was cheap to hire but it was dirty, inside and out, smelled of stale cigarettes with a ripped and broken gear stick cover. Would NEVER use this company again and do not recommend them at all. Pay more and stick to the big names. Shoddy bunch
11 March 2026
Unprompted review
Reply from ACE Rent A Car
Hello Janice,
Thank you for sharing your experience at our Firenze airport location. It is disappointing to hear you had to take a Taxi to the location as they offer a free shuttle service. Additionally, it is concerning to hear about the condition of the vehicle provided, as this is not the standard we aim to provide. Your comments have been shared directly with the location to be investigated and addressed. If there is anything further you would like reviewed, please don't hesitate to reach out to us at customercare@acerentacar.com. -Emily
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.