ACE Rent A Car レビュー 

My experience with ACE/Drivo was extremely disappointing.
* **Confusing airport pickup:** They are not at the airport rental center like major companies. Their emails called Drivo a “partner,” and outdated Drivo signs inside the rental center made us drag our luggage to the third floor looking for a non-existent office. We had to take a separate shuttle, with the only warning hidden in the fine print.
* **Long delays:** My reservation was for 11:00 AM, but at 12:15 PM I was still waiting. Even after being told my car was ready at 12:20 PM, the system still showed it as being serviced.
* **Poor service:** The clerk shrugged off the delay with "It happens," offering zero solutions.
* **Vehicle quality:** The car had over 50,000 miles and smelled strongly of cigarette smoke masked by air freshener.
* **Real consequences:** The excessive delays caused us to miss my daughter’s fencing camp registration and lunch.
* **Dismissive responses:** ACE provided an automated, copy-and-paste response ignoring the actual issues, despite photographic evidence of their misleading airport signage.
Overall, poor communication, confusing logistics, excessive delays, and indifferent service ruined the experience.

À éviter absolument

Location du 22 juin au 9 juillet 2026, véhicule Citroën C3.

Commençons par le service sur place : attente interminable, personnel peu réactif, on vous fait poireauter sans raison. Pas franchement rassurant pour commencer des vacances.

Mais le pire arrive au retour : on m'a annoncé une pénalité de 500€ pour avoir emprunté des routes non goudronnées menant à Mirror Beach et Pulebardha Beach, deux plages publiques en Albanie du Sud. Le choix était simple — payer immédiatement ou se faire prélever sur la caution.

La restriction est enfouie dans la clause 6.4 du contrat en petits caractères, jamais mentionnée à la prise en charge. Ils surveillent vos déplacements via GPS et savent exactement où vous êtes allé.

500€ pour avoir rejoint des plages publiques. Je ne remettrai plus jamais les pieds dans cette agence, ni dans aucune de leurs enseignes.

Reservamos un coche con ellos a través de una página, y cuando fuimos a recogerlo nos obligaban a pagar gastos extras. Al no aceptarlos y pedir la devolución del dinero se negaron y nunca nos lo devolvieron.

Dont rent from this company ..

I was given a car in new york airport that had trouble when driving and it caused high over heating issues to slow down on the highway.

while I told them they said they are aware that the car is having issues and they ruined my trip where I had to pay my own money to stay in hotel and also tow it to the safest location ..

This is the worst experience of my life and I never leave a review but this is unbearable

Michelle helped us get our rental car and she is courteous and sweet. She explained everything clearly to me. She has great personality and awesome customer service.

les gens sont très agréables lors de la prise de voiture mais n'expliquent rien....on ne fait pas le check du véhicule...au retour tous les clients présents ont eu 150 euros de frais (pour une tache de sueur par exemple sur un siège...alors qu'il fait 38 degrès, sans aucune explication ni preuve), ils deviennent désagréables

If I could give zero I would. My daughter hired a car in Naples collecting in June 15th and returning 19th June. Told verbally the holding deposit of €1800 euros would be returned a ridiculous 29 July. That has been and now gone. The car was returned timely and without any damage. Have e mailed Customer Care (joke) over 3 times as has the third party rental organiser. Have tried live chat, said can’t find booking even though quoted exactly as on ACE agreement. Ask me to call on a number instead and the number fails. They have illegally converted a temporary security deposit into a permanent posted charge, a very serious offence. I have now escalated this and hope this company/franchise gets closed down. I am expecting a bog standard reply to this review so don’t ask me to e mail customer care or ring a number. You will be hearing very soon

Used credit card points to secure rental of the vehicle. After not having a physical paper of proof of insurance we needed to pay for full price of insurance. There were many fees added on as well such as battery fee, vehicle license fee, airport fee etc. Final bill was double at end from points used. Credit card company will hear about this. My friends will hear about this as well.

Ace and drivio is a straight forward no frills rental company. Usually booked cars with them when in NY

lors de notre retour vehicule a l agence de cracovie notre vol était programmé a 6h du matin.
nous donc n'avons pas pu en raison de l heure matinale faire l état des lieu du véhicule nous avons restitué le véhicule avec le plein et nous avons restitue les clés dans la boite aux lettres de l agence .
surprise deux jours après photos montage et perte de la caution 1179€ c est décidément des pratiques mafieuses complétement injustifiés (photos bidon)

I rented a Yaris at Krakow Airport on July 28th at 2:30 AM, and the guy showed me on his phone 122 photos and a video of defects, many of which were imperceptible. In fact, when I looked at the car in the sunlight that morning, I couldn't find any. The only obvious defect was an internal hood protector, which he showed me. The guy assured me he'd send me all the photos, but after several hours and three phone reminders, I only received the contract. He said he'd check my email, but that doesn't make sense if I've already received the contract. Without the photos, I have nothing to compare or to contest a potential claim. And since the same company withheld €600 from me a month ago in Katowice for an imperceptible mark (not a scratch) that could be removed with less than a minute of polish, And however Im sure to dont be the responsible of the sign. I fear they're operating in the same way, resulting in a rip-off. I'll keep you updated.

Update on my previous review:

Ace Fiumicino told me to contact this number as they are “head office” : 00 39 352 0020635 which i believe is fake.

The woman there sent me documents which have been falsified saying i confirm to have made damage. The damage information was added after i returned the car and i never signed that document.

This is very serious and I need a follow up from Ace parent company about next steps and how to block the payment. Ace Fiumicino should be out of business

AVOID ACE RENTALS!!!
Really POOR CS, Bait and Switch with the cars reserved, dirty cars, long waiting time to get the car and return the car, hard to contact their Supervisors, bad shuttle service, and on and on....

We booked a 7-seater vehicle well in advance for pick-up next Friday, July 31st at Essaouira airport. Just one week before our trip, they informed us via a abrupt, curt phone call that no vehicle would be available and they would not be fulfilling our contract. Since that call, they have completely ignored all of our follow-up emails requesting written confirmation or resolution.
​Leaving us stranded a week before a major trip with zero alternatives—forcing us to look at last-minute rentals at inflated prices—has completely disrupted our travel plans. Disgraceful, unprofessional conduct and a total lack of customer service. Avoid at all costs.

Postdata: I can't believe this reply from Ace. We wrote to this exact email twice over last few days with no reply.

I can say without a hint of exaggeration,
Thie is a truly awful company. The experience of dealing with them was extremely poor. When we returned a vehicle to the airport they performed the inspection without inviting us to attend and then after a very long wait, we were told that there was internal damage. I demand to review this in person and was shown a hole in a fabric engine cover known as an ‘engine hood sound insulation cover’. I pointed out that the we had not been provided with evidence that this damage didn’t exist prior to hire (inspection checks done 2 hours before we took ownership) and also refuted an image claimed to capture paint damage that was emailed to me a week after the hire. We were not involved in any of the vehicle inspections, both on collection and on return. I was sent an internal invoice with a fee for damages with no evidence of third party review (essentially a made up charge of nearly 600 pounds sterling). This money was taken despite flagging the above significant shortcomings (no response) and I am now having to address this legally. I strongly recommend that you avoid using his company like the plague. Don’t be fooled by the relatively low hire costs - very much false economy.

I can say without a hint of exaggeration,
Thie is a truly awful company. The experience of dealing with them was extremely poor. When we returned a vehicle to the airport they performed the inspection without inviting us to attend and then after a very long wait, we were told that there was internal damage. I demand to review this in person and was shown a hole in a fabric engine cover known as an ‘engine hood sound insulation cover’. I pointed out that the we had not been provided with evidence that this damage didn’t exist prior to hire (inspection checks done 2 hours before we took ownership) and also refuted an image claimed to capture paint damage that was emailed to me a week after the hire. We were not involved in any of the vehicle inspections, both on collection and on return. I sent an internal invoice with a fee for damages with no evidence of third party review (essentially a made up charge of nearly 600 pounds sterling). This money was taken despite flagging the above significant shortcomings (no response) and I am now having to address this legally. I strongly recommend that you avoid using his company like the plague. Don’t be fooled by the relatively low hire costs - very much false economy.

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!!

Ho noleggiato una citroen c4 presso l'ufficio ACE Rent A Car (RIM S.R.L.) di Napoli il 17/07/2026, contratto 2026/00960 NA-ACE. Al ritiro dell'auto mi è stato addebitato un deposito cauzionale di 2.000€ sulla carta. A distanza di più di una settimana, la somma non mi è ancora stata restituita, nonostante i miei solleciti via email. Leggendo altre recensioni ho scoperto che il problema è ricorrente per questa azienda: diversi clienti segnalano ritardi simili nel rimborso della cauzione, risolti solo dopo molte insistenze. Consiglio a chi noleggia qui di fotografare tutto al ritiro e alla riconsegna e di conservare ogni comunicazione, per essere pronti a contestare l'addebito con la propria banca se necessario. Inoltre, sul contratro viene indicato che ho noleggiato una pegeout 3008, ma sotto il sedere avevo una citroen ed era pure da rottamare.

All'arrivo nessuno risponde al telefono, ti fanno aspettare anche per un'ora intera prima di rispondere.. SE ti rispondono. Io infatti, ho dovuto chiedere aiuto ai residenti di napoli per arrivare. Poi, quando arrivo la, la sorpresa: l'addetta risponde alla chiamata e muta il microfono e l'altoparlante, così chi telefona resta in linea spendendo e senza sapere nulla.
Ho contattato anche la centrale americana e nemmeno loro riescono a contattare l'ufficio di Napoli. Stessa cosa con expedia, loro addirittura hanno inviato più di 4 email a mio nome ed ad oggi, nessuna risposta.