ACE Rent A Car レビュー 

If I could give minus star I would! I booked through Expedia. The booking page clearly showed that insurance (Collision Damage Waiver) could be waived or adjusted at pickup. At the counter I was told it was mandatory and forced to pay extra. That’s misleading — different terms at booking and different rules when you arrive.
On top of that, staff told me the prepaid fuel price would be the same as the local gas station. It wasn’t — it was 2 PLN more expensive. As a visitor I had no way to check and trusted what they said.
When I asked for a refund, ACE simply refused and kept repeating that everything was “explained” and that I signed the agreement. Signing under false or incomplete information doesn’t make it right.
I expected the terms shown on Expedia to be honored. Instead I got upselling and no willingness to fix the issue. Not recommended.

I just recently rented from them in vegas. NEVER AGAIN. The rental lady was very friendly and it was a quick transaction. BUT, low and behold I got scammed. I declined all coverages and even showed my current company All State. When I signed the paperwork they flipped it around and had me taking their coverages. They added in another 193 dollars on top of my actual price. PLEASE look at the actual price when signing the contract. It was my mistake for not looking as I thought they were LEGIT. NEVER AGAIN will I rent from ACE. BEWARE.

Vegas location: A lot of waiting at each step in the process and you have to take 2 shuttles to get to the Ace location. First, a 10 min shuttle to the off-site car rental center. Then another 10- 15 min shuttle to Ace. Besides waiting for each shuttle, we then waited 10-15 min in line at the office to do the paperwork. Paperwork was pretty quick. Finally, we had to wait another 20+ min for the car to be ready. It still had to be washed. We arrived 1 hour after our reservation time, so I thought the car would be ready. I even called to let them know our updated arrival time. Disappointing.

I rented on priceline for Atlanta airport and they chose the company. I purchase the insurance then but when I arrived on August 28th they told me I had to purchase 83 insurance and that I only purchase to cover car but if I hit any one or anything it wasn't covered.
When time to return the car after hours before my time the address wasn't correct on instructions and customer service only had that information and was told there's no after hours drop off at the airport and that I had to wait til 8am. I asked a bus driver for airport shuttle and was given 2300 rental car center parkway and followed signs to Ace parking area.
I returned the car August 30 at 3am and dropped keys off in security box. I got an email receipt saying they received car in at 9am. I had a $300 hold on my card so I called sept 2nd and was told the manager had to release the hold in 3 to 5 days and depending on my bank. I called back sep 4th to speak to a manager and was told they run a report for accidents ,tickets ,crime or tolls from my time that I had the car before they will release my money and it can take the city up to 21 days to get my deposit back. How do you determine who did what if I had the car 2 days? I need my money ASAP and I will never let priceline pick my car company again!!!

​I am writing this review to express my frustration regarding the poor service I received. After waiting in line for 30 to 40 minutes, I was given incorrect information regarding my gas account. When I brought this error to a customer service representative, I was dismissed and told that nothing could be done to assist me. This lack of accountability and disregard for customer time is unacceptable, and I would like this issue escalated to a manager for proper resolution

⚠️ WORST CAR RENTAL EXPERIENCE OF MY LIFE — DO NOT BOOK ⚠️

I pre-booked this vehicle for a two-week rental. What followed was a masterclass in incompetence, dishonesty, and outright theft.

The pickup: Despite pre-booking, it took almost an hour just to process the paperwork and payment, then I waited over an hour more before they told me to go outside — where I then waited another 10 minutes while someone eventually went to fetch the actual vehicle. Nearly two hours to collect a car I'd already paid for.

The vehicle itself: The steering wheel wobbled noticeably the moment I got in. I flagged it immediately. Their response? "That's normal." That's normal. For a rental company. Handing over a vehicle. That's the moment I should have walked away — but I didn't know yet how much worse this company would get.

The insurance shakedown: They flatly refused my own insurance — no explanation, no negotiation — and forced me into their in-house cover at $30 CAD/day, on top of a $2,500 CAD deposit. Classic red flag: refuse outside coverage so they can hold your money hostage later.

The return: I handed the vehicle back. They inspected it. Everything was fine. I left.

Then the real scam started. Days later, an email arrives out of nowhere claiming "damage" to a wheel — the exact wobble I'd reported and been dismissed about at pickup — and without a single invoice, repair report, or shred of documentation, they took my entire $2,500 deposit.

Since then: silence. Multiple emails ignored. Their "in-house insurance" team operates limited hours and passes the buck every time. Their own reference number (IVR-63946-YYZ26) has produced nothing but a wall of non-responses. I have now had to file a formal dispute with my bank and credit card provider just to try to get my own money back from a company that won't answer an email.

Do your research before you book here. Scroll past the wall of generic 5-star reviews and you'll find hundreds of real customers describing this exact pattern: deposits vanish, damage claims appear out of thin air with zero evidence, and the company simply stops responding the moment they have your money.

I wish I'd read those reviews before I did. Save yourself the money, the stress, and the wasted hours — rent from literally anyone else.

Booked a rental at fort Lauderdale airport and was in for a surprise,,I was told that I had to take full coverage insurance on the vehicle or else they won't honor the booking,,my rental bill went from $338 to $613 ...DO NOT RENT FROM THESE FLY BY NIGHT SCAMMERS ,,You will be better of staying with the traditional rental companies,,,Ace is a total rip off and scamming thieves

Izzy was fantastic! She was so helpful and informative. Will definitely book with Ace again because of her!

Very friendly and knowledgeable

I rented a car from ACE at FLL on August 12-14, 2026. The attendant and I walked the car on the way out and everything was fine. The attendant and I walked the car on the return and everything was fine. Two weeks later, ACE filed a claim that I left the scene and the car's windshield was cracked. $1783.61 they said is my bill for fixing the windshield. They fabricated the claim. They asked me if I took my own pictures of the vehicle before I left and when I returned it. Wow. What a scam. DO NOT RENT FROM ACE.

This is not just me, check Google for this exact same fraud.

DO NOT RENT FROM ACE.

ACE's reply below characterizes this as a "disagreement." This isn't a disagreement but a disclosure of clear, consistent, and ongoing fraud against individuals, credit card companies, and car insurance companies. Type "Yelp" and Rockport-auto-claim" to see the list of customers reporting this same criminal scam between ACE and Rockport.

BEWARE – SCAMMERS – FRAUDS

ACE has turned a simple $200 credit card hold into an absolute nightmare. I contacted customer service 4–5 times, and each time I received different answers and was told to wait.

I was originally told my $200 would be refunded within 14–21 business days. After 15 days, I was again assured there were **no additional charges** and that the refund would arrive within 2–3 days. It never did.

Now, weeks later, I am suddenly being told the refund was allegedly withheld because there was a **nail in one of the tires**. I was never informed of this when I returned the vehicle, nor was I provided with **any damage report, photographs, inspection report, repair invoice, or other documentation**.

This feels like **a complete bait-and-switch and an extremely dishonest way of handling customers' money**. Different explanations, repeated promises, and absolutely no accountability.

Their business model is to extract money like this.

BEWARE OF ACE. I HAVE LOST ALL TRUST IN THIS COMPANY. IF I COULD GIVE A MINUS STAR RATING, I WOULD.

Ich kann vor ACE / OSEK Rent A Car am Flughafen Warschau-Chopin nur dringend warnen. Meine Erfahrung mit dieser Autovermietung war äußerst negativ und für mich absolut nicht vertrauenswürdig.

Ich habe dort vor etwa drei Wochen ein Auto gemietet. Bereits bei der Abholung empfand ich die beiden Mitarbeiter als unhöflich und unprofessionell. Uns wurden zusätzliche Versicherungen angeboten, die wir ablehnten. Danach veränderte sich die Stimmung merklich. Nachdem ich alle Unterlagen unterschrieben hatte, verschwanden beide Mitarbeiter plötzlich, ohne uns zu erklären, wie es weitergeht. Erst nach etwa 15 Minuten kam einer der Mitarbeiter mit unserem Mietwagen zurück.

Bei der Übergabe fotografierte der Mitarbeiter das Fahrzeug sehr ausführlich – selbst winzigste Kratzer wurden dokumentiert. Da uns dieses Vorgehen auffiel, machten auch wir selbst Fotos von der Übergabe und vom Mitarbeiter während seiner Dokumentation. Auf meine ausdrückliche Bitte wurden mir anschließend auch die von ACE/OSEK aufgenommenen Übergabefotos per E-Mail geschickt. Viele davon waren allerdings auffallend unscharf.

Drei Tage später gaben wir das Fahrzeug zurück. Bereits am nächsten Tag erhielt ich völlig überraschend eine Forderung über 773,92 Euro. Angeblich hätten wir die Windschutzscheibe beschädigt.

Daraufhin habe ich sämtliche Fotos von der Übernahme und Rückgabe noch einmal genau überprüft. Dabei stellte ich fest, dass die betreffende Beschädigung bzw. der kleine Sprung an der Windschutzscheibe bereits bei der Fahrzeugübernahme vorhanden war. Der entsprechende Punkt ist sogar auf den – wenn auch unscharfen – Übergabefotos des Mitarbeiters zu erkennen. Zusätzlich verfügen wir über eigene Fotos vom Zeitpunkt der Übernahme, auf denen die betreffende Stelle deutlich zu sehen ist.

Ich habe der Forderung daher widersprochen und entsprechendes Beweismaterial vorgelegt.

Besonders beunruhigend finde ich, dass ich erst danach die zahlreichen negativen Bewertungen über dieses Unternehmen gelesen habe. Dort berichten auch andere Kund*innen von Problemen mit nachträglich geltend gemachten Schäden und zusätzlichen Forderungen.

Aufgrund meiner persönlichen Erfahrung würde ich bei einer Anmietung bei ACE / OSEK Rent A Car äußerst vorsichtig sein. Fotografiert und filmt bei der Übernahme wirklich jeden Bereich des Fahrzeugs – insbesondere auch die Windschutzscheibe – und bewahrt sämtliche Unterlagen und Übergabefotos auf.

Ich werde dort definitiv kein Fahrzeug mehr mieten.

“When customers choose to use their personal insurance, the location requires an insurance declaration page showing the applicable coverage details and deductibles so that coverage can be properly verified.”

You told this to a customer in a previous complaint. I provided mine and you guys still snuck your insurance on there and refused to view your own security footage or give a me a refund. Its just a scam so the associates can get commission. Any review site you look at, this place has the absolute worst reviews. Make sure to check out the BBB before you rent with this place.

EDITED TO ADD

On the page with all the boxes initialed and my signature, the box that that was initialed for the loss and damage waiver does not match the initials of all the other boxes. This was initialed by the sales associate.

Worst experience ever! They charged tons of hidden fees at the counter. The rental is extremely far from the airport and off site. Had to wait a long time for the shuttle. Really unhelpful customer service! They just want your money!

Michelle is so friendly and amazing. She made our experience very special

ACE's response DOES NOT CORRESPOND TO REALITY... I RENTED A CAR IN BUENOS AIRES WITH ZERO EXCESS, REPORTED ZERO NEW DAMAGES UPON DELIVERY (IN ANY CASE I WOULD NOT HAVE HAD TO PAY ANYTHING WITH ZERO EXCESS EVEN IN THE PRESENCE OF DAMAGES) INSTEAD 1000 EUROS OF DAMAGES ARRIVED . CONTINUOUS EMAILS TO ACE CONTINUOUS SENDING OF DOCUMENTS CERTIFYING ZERO EXCESS... AFTER THE FIRST RESPONSES KINDLY ASKED TO WAIT, AFTER MORE THAN A MONTH NO MORE RESPONSE. Ace disappeared !!!!! WHAT DO YOU SAY, I CAN JUST CONTACT YOU TO RESOLVE THE DISPUTES? MAYBE YOU'RE RIGHT ABOUT THE QUESTIONS, BUT YOU'RE VERY CAREFUL NOT TO RESPOND TO THE QUESTIONS YOU'RE WRONG WITH... ACTION HAS BEEN INITIATED WITH MASTERCARD TO RECOVER THE MONEY WITHDRAWN WITHOUT REASON... THEN WE'LL SEE IF WE CAN START LEGAL ACTION TO RECOVER THE PERSONAL DAMAGES ALL THIS HAS CAUSED. Reservation ACE14607022 so you can't say you don't know what we're talking about. LET'S SEE WHAT YOU RESPOND!!!!
P.S. Even if the bank were to agree with you, since you have more experience than me and know exactly what to do, nothing would change with respect to what happened... you know very well that the reservation had no deductible, I have the document to show at any time.

The company are trying to charge me for damage that never occurred. They have totally fabricated a claim and must not be trusted.

I only had the car for a few hours, and drove it with zero passengers, never doing any damage or opening any of the doors other than the driver door and they are suggesting that damage was done in the rear doorjams as well as other places. Their fabricated "proof" includes blurry photos with finger pointing at "scratches" so small that they are impossible to discern and with no corresponding picture of the same location on the car at pickup time. This is clearly a fraudulent company and needs to be stopped.

This company is fraudulent. They quoted me a price online then proceeded to add over $300 in charges when I to pick up the car. They added on the damage waiver loss and roadside assistance plan even though I declined them then tried to tell me that they wouldn't appear on my final bill. I will never use this company again.

Response from Emily is wrong. I explicitly declined these coverages then challenged the sale associate as to why they were still on my statement and he said, they would not be charged to my account. This company is not above board. Caveat Emptor!

I prepaid for a 7-day ACE rental through Booking.com. At a late-night pickup after a long travel day, I accepted two optional coverage products totaling $59.98 per day.

The next morning, after reviewing my existing auto insurance, I immediately contacted ACE to remove them. I was told the coverage could be removed if I brought my insurance declarations page to the Atlanta airport location, so I drove back and did exactly that.

At the counter, I was then told the contract couldn't be modified and was instructed to take the vehicle through the return process. Only at the return area was I told that closing the contract would also terminate my prepaid Booking.com rental and cause me to lose approximately $300 of prepaid value. That left me with no financially reasonable way to stop the optional coverage.

I contacted ACE Customer Care while the rental was still active. They did not substantively respond until after the rental ended. I then escalated the issue to management and requested only a prorated refund for the six days after I attempted to cancel, not a refund for the first day.

ACE management has now confirmed in writing that it considered both the fact that cancellation would have caused me to lose the remaining Booking.com prepaid value and the fact that Customer Care didn't respond until after the rental ended. Despite that, they refused any adjustment.

ACE may consider this consistent with its policies, but I don't consider it reasonable customer service. I followed the instructions I was given, including making an unnecessary trip back to the airport during my vacation, and still had no practical way to stop nearly $60 per day in optional coverage without losing hundreds of dollars elsewhere.

Based on how this was handled, I will not rent from ACE again.

Update 8/28/26: ACE has now responded publicly to this review, but the response does not address the central issue. ACE says the coverage “remained active on the rental agreement.” That is precisely what I was trying to change. ACE’s own Customer Care previously acknowledged that the procedure for removing it required closing my existing rental agreement, which would have caused me to lose the remaining value of my prepaid Booking.com rental. I don’t dispute that the coverage technically remained active. My complaint is that ACE’s process left me no financially reasonable way to make it inactive after I explicitly requested cancellation and followed their instructions.