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
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Review summary
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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
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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.
Horrible service
Horrible service, waited over 1 hr to be picked up and they keep saying 10 minutes, DO NOT hire this company
27 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Vic,
Thank you for taking the time to share your feedback of our Toronto location. I am sorry to hear that it took more than an hour to be picked up from the airport as our shuttles should run continuously during business hours. Your comments have been shared with the location manager to be investigated and addressed. If there is anything we can assist you with, please contact us at customercare@acerentacar.com. -Emily
Do not trust this company
Do not trust this company. They hide many hidden fees in their general contract that you sign to rent the car. Our own car insurance pays for all incidents in rental cars as most of your do as well! Ace hides rental insurance in their paperwork that you sign and charges you for it. Go with the larger more reputable company! Complained to their manager about this and his answer was basically touch luck to us.
1 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Sarah,
Thank you for taking the time to share your experience renting with us. It is disappointing to hear that you were not aware of the insurance being added as all charges should be clearly disclosed. I would like to investigate this further for you, but am not able to locate your reservation with the information provided. If you are willing, please reach out to us at customercare@acerentacar.com so we may further assist you. -Emily
Reinna and the whole ace team were…
Reinna and the whole ace team were amazing!! Facility and car was clean and easy to find from airport shuttle
21 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Jason, Thank you for your review of our Las Vegas location. I am delighted to hear you received great customer service from Reinna. 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
Clint is the men
Clint is the men. Blessing. Helped me out with great attitude and spirit. Wow
21 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Walter, Thank you for your review of our Las Vegas location. I am delighted to hear you received great customer service from Clint. 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
Reply from ACE Rent A Car
Hello Abegail, Thank you for your review of our Coney Island location. I am delighted to hear you received great customer service from Azam. 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 artists.
Scam artists.
Added more than twice the cost of our booking in hidden fees. Over £500 for a week of hidden fees.
Refused to refund or even investigate. Never, ever go with this awful company.
Also Emily on support was incredibly rude and unhelpful.
7 December 2025
Unprompted review
Reply from ACE Rent A Car
Hello India,
I appreciate you taking the time to share your experience at our Orlando location. Unfortunately, we were not able to conduct a review of video footage as this is only held for 30 days and we were not made aware of any issues within that timeframe. Due to this, we have to go by the signed rental agreement showing all charges were accepted. We did, however, refund you for the unused toll days as a courtesy. I understand how frustrating unexpected charges can be and we appreciate your understanding with this matter. -Emily
Failure to honor reservation. Attempt to add upgrade fees
This company did not honor the car rental agreement. They attempted to collect additional fees
by claiming the reserved car was not available stating a $100/day fee was required for an upgrade to available car.
I received assistance from the travel agent who handled the reservation. They offered a car from another renter at the same original price.
15 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Jim,
Thank you for taking the time to share your experience at our Fort Lauderdale location. It is disappointing to hear that you were not able to rent with us. I would like the opportunity to look into this further for you, but I wasn't able to find a reservation under your name. Please reach out to us at customercare@acerentacar.com with the details of your reservation so we can investigate this for you. -Emily
The agent kept trying to upgrade me…
The agent kept trying to upgrade me into a more expensive car when I just needed the the small car. She also stated there is no smoking in the car. I told her I had asthma and that I didnt smoke. When I received the car it was clear that someone smoked in it.
Takes forever to get your deposit back if you do at all.
4 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Michelle,
Thank you for taking the time to share your feedback for our Dallas location. It is very concerning to hear your vehicle smelled like smoke as all of our vehicles should be thoroughly cleaned after each rental. I have shared your comments with the location manager so this can be investigated and addressed. If there is anything you would like reviewed further, please don't hesitate to reach out to us at customercare@acerentacar.com. -Emily
Reply from ACE Rent A Car
Hello Chartia, Thank you for your review of our Las Vegas location. I am delighted to hear you received great customer service from XX. 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
Prepare to be scammed
I used Booking.com to reserve a compact car and when I got to the counter, the agent told me that I needed to pay for an upgrade because vehicle that I selected was not available. So I ask why I would have to pay for an upgrade if Ace doesn't have the vehicle that I reserved and was told that I could wait for one to arrive!!! They are prepared to set you up before you arrive in Fort Lauderdale so beware.
13 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Christopher,
Thank you for taking the time to share your experience at our Fort Lauderdale location. After reviewing your reservation, I see that you arrived almost an hour and a half before your scheduled pick-up time. In this case, since your vehicle was not available, you would need to upgrade if you did not want to wait until your scheduled pick-up time. If you would like anything reviewed further, please contact us at customercare@acerentacar.com. -Emily
Reply from ACE Rent A Car
Hello Jamal, Thank you for your review of our Las Vegas 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
Cindy was excellent
Cindy was excellent, I absolutely will be back!!!!!!!!
18 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello John, Thank you for your review of our Las Vegas 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
ACE won't allow our own SunPass
We rented a car from ACE Rent a Car from Fort Lauderdale for one week. We reserve the car on Expedia with guaranteed price. We bought our own SunPass for toll roads in Florida which works perfectly for previous rentals. The ACE front desk told us that our SunPass will not work for their vehicles. He said we need to pay $69 in addition for "unlimited toll use," or we will be heavily penalized if we cross toll roads by accident. Then he said, "Sometimes the SunPass works" on their rental car. We struggle for 20 minutes and couldn't register their rental car based on all correct information. I believe it's a hidden scheme for ACE to make extra money. There is no way we can rev up $69 in toll as we are only visiting the Everglades and Key West. Please ask around: ACE needs to be transparent with their "required SunPass toll fee" upfront in their website. If we knew they charge extra, we would have rented from Hertz which allows use of our own SunPass (I asked their front desk upon leaving) and is equally priced or cheaper after the added fee.
9 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello,
Thank you for taking the time to share your experience at our Fort Lauderdale location. I understand how frustrating it can be to not be able to connect your personal Sunpass account. Because our vehicles are on our Sunpass account, we are not able to connect personal accounts. Physical transponders can be used, however, there is a change that the toll reader can still pick up on the license plate instead. In this case, the toll would be billed to you. Our toll pass can be denied if you do not plan to go through tolls. If it is declined, and you go through a toll, you would be billed for the cost of the toll plus $15.99 administrative fee for each day the vehicle went through a toll. If there is anything you would like reviewed further, please reach out to us at customercare@acerentacar.com so we may further assist you. -Emily
Misleading, unprofessional, and stressful from start to finish
Unprofessional and misleading rental experience – not recommended
We booked and paid online for a Nissan Qashqai (or similar) with full AXA insurance, suitable for a family of five.
At pickup, we were pressured to buy additional insurance despite already having full coverage.
Instead of the booked vehicle, we were given a Toyota Yaris, clearly not comparable in size. After walking in the snow with children and luggage, it became obvious the car was unsuitable and unsafe.
Only after requesting cancellation did a Toyota RAV4 suddenly become available, with an extra charge demanded.
The replacement car was handed over in the dark, without inspection or documentation.
At return, no inspection was done, yet days later we received damage claims for issues that did not occur, and the deposit was blocked for an excessive period.
Overall, this felt like a systematic lack of transparency and pressure-based conduct.
We do not recommend renting from ACE, especially at Warsaw Chopin Airport.
9 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Michal,
Thank you for taking the time to share your experience at our Warsaw location. It is very disappointing to hear that you were not provided with the vehicle originally reserved and that you encountered unexpected damages. I understand how frustrating this must have been and I have shared your comments with management to be investigated and addressed. If there is anything you would like reviewed further, please contact us at customercare@acerentacar.com. -Emily
Reply from ACE Rent A Car
Hello JJ, Thank you for your review of our Las Vegas 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
Reply from ACE Rent A Car
Hello Troy, Thank you for your review of our Las Vegas 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
Very helpful and friendly!
16 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Angie, Thank you for your review of our Las Vegas 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
the smoothest and most efficient
My Ace rental car experience in Palm Springs was the smoothest and most efficient I have had, and the people were very pleasant! I say this after hundreds of rentals in dozens of cities.
Ace at Palm Springs Airport.
14 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello TB, Thank you for your review of our Palm Springs 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
Didn't provide a car
Ace were appointed to provide a hire car for us via Orbit. On arrival we telephoned in accordance with instructions (and also called their emergency breakdown line) but got no answer and were left stranded without a car. Ace accepted our booking in the knowledge that we would arrive around 5.30pm but chose to close their office before 6pm, which itself is odd.
23 December 2025
Unprompted review
Reply from ACE Rent A Car
Hello Aspin,
Thank you for taking the time to share your experience at our Malpensa location. It is very concerning to hear that the location was closed upon your arrival. Unfortunately, I could not find your reservation to investigate this for you. Please reach out to us at customercare@acerentacar.com with the details of your reservation so we can look into this to see what went wrong. -Emily
Las Vegas
Las Vegas. Rented a car through Ace Cars. Purchased Insurance through 3rd Party and also have Insurance coverage on my Auto Owners Policy. The lady at the Rental Counter even told me I had Insurance already. She advised me to initial the blocks on the small screen. She folded the Rental Agreement and put in a Folder. I did not realize she had added additional Insurance until I seen it posted to my Credit Card. Review your Rental Agreement before signing. They are professionals at scamming money out of their customers. Also, there will be miscellaneous Charges on your final Bill. Some I have never heard of. Do yourself a favor and Rent from a Name Brand Company. Learned a valuable Lesson on this one.
3 January 2026
Unprompted review
Reply from ACE Rent A Car
Hello Jeff,
Thank you for taking the time to share your experience at our Las Vegas location. I understand how frustrating it can be to see unexpected charges. The state of Nevada does require liability insurance. If liability insurance is not provided, or personal coverage does not meet the minimum state requirements, then it would need to be purchased at the counter before the vehicle can be released. If you would like anything reviewed further, please reach out to us at customercare@acerentacar.com. -Emily
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