Ace Rent A Car

Please stay away. Rented in Tampa airport.

Returned 5 days later.

Vehicle was checked, no damage noted. I received a receipt and a closed rental agreement showing fully paid rental and no damage deposit withheld.

I week later I received an email with a claim from Rockport Claims for $1500+ and a new receipt with $200 damage deposit charged.

Also included were a fake accident report, car condition slip, estimate and bills, all backdated and falsified.

Stay away, this all a big scam

On December 23, 2023, I arranged for an SUV rental through Expedia from ACE Rental Car Company. Upon arrival at the rental facility with my canine companion, I was greeted by an employee who provided an overview of the rental terms and conducted a damage inspection of the vehicle.

At no point during this process was I informed of any restrictions regarding the transportation of pets, nor was this information apparent on the Expedia website.

Regrettably, upon returning the vehicle on December 28, 2023, the inspection agent notified me of a $250 cleaning fee, in addition to a $50 tax, attributed to pet hair found in the back seat. Furthermore, I was informed for the first time that pets were prohibited in the rental cars. I expressed to the agent that this policy had not been communicated to me at the outset, and that I was unaware of any potential fees for vehicle cleanliness or odor related to animals.

Subsequently, I reached out to ACE Rental Car Company's customer service for clarification and was advised to lodge a formal grievance with their corporate office.

I followed through with this advice on December 30, 2023, and was assured a response within two business days. Despite multiple follow-up calls, my issue remains unresolved, and I have been directed repeatedly to the Chicago branch without being provided the necessary contact details for the manager.

The lack of resolution has been deeply disappointing, and to compound the issue, my requests for a detailed invoice outlining all charges associated with the rental have been met with incomplete responses, showing only the aggregate amount due without itemization.

I am seeking a prompt and equitable resolution to this matter, as well as a transparent breakdown of all fees incurred during my rental period.

I don't know how they got my credit card number but I was charged in Feb $254.00 for a car I never rented. In fact, I was out of the country.

But It doesn't end there. I callled these crooks who claimed they had no record of the charge. I sent them a screen shot of my credit card statement and they still would not remove the charge. They are scammers and crooks.

Do not rent with these people. I am now taking this matter up with the authorities. Im sure I am not the only person this has happened to.

My credit card company eventually reversed the charge and I canceled my card. There is a special place in *** for these reprehensible thieves.

I was charged $254.00 on my credit card for a car I never rented. In fact, I was out of the country when my card was charged.

I called the company and a rude and horrible woman in accounting refused to reverse the charge, claiming they had no record of it. I quickly texted them a screenshot of the charge on my statement. She continued to refuse to reverse the charge. These people are scammer and crooks, beware if you rent a car from them or even inquire about a car with them.

My credit card company reversed the charge and canceled my card. There is a special place in *** for crooks like this.

I booked with ace rental car July 3-6, 2023, as dealers choice for $65.36. When I went to pick it up, Jonathan, asked how many people I was traveling with.

I said 2. he then said the dealers choice was a pickup truck. I said thats fine! He said no, because it only has two seats and no luggage space.

He said I couldn't have a car unless I paid a $20 upgrade fee per day. Later, I saw Jonathan lied about the $20/day and actually charged me $25/day. Jonathan also demanded I show him my round trip airline tickets or incur a fee of $1,000. When I returned the vehicle, Daniel checked it in.

This time, I recorded everything on video. Daniel said he had photos that the gas was more full when I took it and that I underfilled the gas. I told him that was incorrect, I actually overfilled the gas and had photos to prove it. Then he gaslighted me and said thats what he meant, that I had overfilled it.

I told Daniel about how when Jonathan checked me in, he said the car they picked for me was a two seater pickup. I pointed out the Dodge Ram on the lot which had four doors (at least four seats) and asked what other trucks they had. He said they also have a Nissan Titian. I asked if you have any smaller trucks and he said no.

He said he was sorry that Jonathan lied to me to force me to upgrade. I asked him for a refund for them lying and forcing me to upgrade and then charging more than they said and he said he couldnt give me a refund.

He had the audacity to ask me to leave a good review. I expect to be refunded the bogus upgrade fees over my original balance of $65.36

Arrived and left late in the evening, so the fact that the off-airport location was open for both ends of the rental was a plus.

All aspects were up to standards except that there was no inspection prior to driving away. The contract sent by email was corrupt, so I had no proof that I possessed the vehicle legally.

Sent a reply stating that fact, but there was no reply.

I was extremely apprehensive driving across New Mexico with no document proving I had rented the car! The tepid, mechanical response from Ace (below quoted) made me feel ignored and disrespected.

There was no walk-around inspection, and I picked up the car late at night. The next morning revealed a small chip in the passenger-side windshield, so I reported it via email (sent a picture). Again, no reply, and no mention when I returned the car.

I'm not an expert in these matters, but I'm pretty sure, in many jurisdictions, one can get ticketed for having a broken windshield.

Another reason to drive fearfully through New Mexico!

Response from Ace:

"Philip, Thank you for taking the time to share your concerns regarding your recent car rental. While I do understand the frustrations with all that occurred please know the location has been informed of your rental experience.

An incident has been opened on your behalf. I do hope you will allow ACE to assist you with your future rentals."

I wrote this a week ago to ACE, hoping they would respond, but according to Pissed Consumer, they received the message but chose not to read it, so I am sharing it here.

I booked an Ace rental car at LAX last Saturday, August 12.

I understood ahead that I had 2 shuttles to get to the Ace facility.

My flight arrived at 9:45 am and I had an appt. booked (20 mins.

away from LAX), at 12:30 pm. I thought I would easily have enough time to collect the car and get to the appt. The first shuttle bus didn't arrive for 25 mins and then the Ace shuttle arrived after 20 mins.

The line at the Ace facility was very long and by the time I got to the counter, I had missed getting to my appt.

However, the worst was about to follow: I was told all vehicles had sold out and that there were no other vehicles apart from an 18-seater or a 9-seater vehicle. Totally unacceptable, especially as I am 69 years old.

When the agent saw how upset I was, he told me a premium vehicle had just been returned, but I would have to pay another $100 to get it. I was so desperate to get out of there, I paid it the extra.

Then I found out the vehicle I paid the extra $100 for, was a loud, 'souped-up', Dodge V-8 charger. This might be great for a younger person but not me, especially as I had to drive downtown LA, park in parking buildings, etc.

I would like Ace to refund my rental or at minimum, the extra $100, for all the stress it caused me: delayed pick-ups, missed appt., and an extra $100 for a car I would never normally rent.

We arrived on Thursday, June 29th, 2023 to Denver CO.

We shuttled from the airport to pick up our car. We were told there was an additional $200 insurance policy.

Our invoice said paid-in-full. Then we were told a compact car would never make it in the mountains so we should pay extra to upgrade. And a $50 toll processing fee. And $200 for an extra driver.

I asked them if I looked like a stupid tourist. Why would a rental in Colorado have inadequate cars? He said there was nothing I could do about it since it was already paid for. It was pouring rain and hail and we were told to go get our car on our own.

Very rude. Not something you need while starting a vacation. Outrageous!

The stupidity of it all is laughable. Thanks!

Sonja Rauen 763-381-****

Kari Theisen (651) 315-****