ACE Rent A Car レビュー 

Osek, operating under the ACE Rent A Car brand in Poland, charged me PLN 4,190 for an alleged dent on the edge of the driver’s door.

I am certain I did not hit the door during the rental. Their own photographs do not conclusively show a dent at all—only an ambiguous reflection or tiny irregularity. If any deformation exists, it is so slight that it could easily have been present before the rental.

Osek provided no matched pickup close-up proving the alleged damage was new. I did not sign the return inspection.

The charge is also unsupported. Their estimate was generic, with no damage measurements, labour breakdown, workshop invoice, independent assessment, or proof that any repair was carried out.

I disputed the charge and requested the original media, metadata and proper before-and-after evidence. Osek refused, upheld the charge and repeatedly told me to claim it from insurance.

The matter is now under card dispute and being reported to consumer-protection authorities.

I see ACE here replying to others in similar situations that this is not their problem, its ridiculous they are allowing their brand to be used to treat clients like this.

Terrible experience. Misrepresented and hidden costs.

TLDR: You will lose money here. Rent from any other provider — you've been warned.

We booked a six-day rental with ACE. The booking process was easy and seemed straightforward. Once we arrived for pickup, the red flags started.

First, we thought we'd completed the entire booking online, including insurance. We expected to sign for the car, put down our deposit and go. Instead, the agent said we'd need a $600 hold on our card, about $300 more than we expected. He said the difference covered vehicle insurance, which was confusing since we'd already purchased insurance during booking. When we pointed this out, he said it was just a hold that would be released upon return.

Second, the agent asked if we wanted to return the car at the same fuel level as pickup or have ACE fill the difference. We've rented cars before and said we'd handle the fuel ourselves. He told us it would be much cheaper to let ACE cover it. It sounded odd, but we went along with it.

When we turned in the car, the final charges included a $300 insurance upcharge and a $112 refueling fee, despite returning the car with three-quarters of a tank.

We contacted ACE to dispute the charges. Their response: "For the pre-paid fuel, any unused prepaid fuel is not refunded. This is stated in the rental agreement," and "Your case has been reviewed by the highest level of management, and they made the final decision that no refund can be provided." We weren't asking for a refund on the rental itself, just the $300-plus in charges that never should have applied.

Between the fine-print "gotcha" on the insurance and the agent's misleading fuel pitch that cost us over $100, we feel we were deliberately misled.

Rent from anywhere else. You will lose money with this company.

We travelled from Norway with our two young children and booked this rental through Rentalcars.com. After returning the vehicle, we were charged 3,754 PLN for alleged micro-scratches that are not visible in our detailed photos and videos.

We strongly dispute this charge. The case has been submitted to Visa, Fremtind insurance, Rentalcars.com. Will also be reported to Forbruker Europa/ECC-Net and ACE RENT A CAR International. The matter is now being formally pursued, and we will update this review when a final decision has been reached.

Based on our experience, we cannot recommend this company. If you rent from them, photograph and film every part of the vehicle before and after the rental, and retain all original files and timestamps.

Avons loué un véhicule du 18/25 juin 26 à Crakovie. Au retour, l'avons déposé à 4h00 du matin sans pouvoir faire d état des lieux de sortie. Personne pour réceptionner le véhicule. Voiture propre et plein fait.
Ces escrocs nous ont ponctionné notre caution (1179 €) sous prétexte de "rayures" sur la carrosserie.

Omijajcie tą firmę szerokim łukiem.Wyludzaja bezpodstawnie (kradną) pieniądze klientów za rzekome uszkodzenia.Wlasnie wstępuję na drogę sądową za zagarnięcie ponad 2000 zł za jakieś wymyślone uszkodzenia.
Jeszcze raz odradzam tą firmę, jeżeli chcecie zachować swój depozyt.😡

I would not recommend Ace Rent a Car Kraków.

After returning the car, I was charged for damage that, according to the company’s own pre-rental inspection video, was already present before I collected the vehicle. I reviewed the footage, took screenshots, and sent them as evidence, asking Ace Rent a Car Kraków to withdraw or amend the claim.

It’s disappointing to have to dispute charges that appear to be contradicted by the company’s own documentation.

If you rent from this company, make sure to record detailed photos and videos of the vehicle before you drive away.

A FUIR. J’ai récupéré le véhicule à Saranda et j’avais souscrit l’assurance complémentaire via DiscoverCars afin de voyager sereinement.
Lorsque j’ai demandé à restituer le véhicule à Tirana, j’ai accepté de payer les 185 € de frais d’abandon, ce qui ne posait aucun problème
En revanche, lors de la restitution, l’expérience a été très décevante. Après un premier contrôle, le personnel s’est focalisé sur un pneu. La voiture avait simplement indiqué une baisse de pression pendant la location, et nous avions regonflé le pneu.
Après plus d’une heure d’inspection, avec plusieurs employés présents, ils ont finalement trouvé une très légère marque sur l’intérieur du pneu, totalement invisible pour un conducteur lors d’une utilisation normale. Ils n’ont pas été en mesure de prouver que cette marque était apparue pendant ma location, puisqu’ils ne disposaient d’aucune photo de l’état du pneu avant la remise du véhicule.
Malgré cela, ma caution a été laissée en attente. J’espère qu’aucun montant ne me sera facturé sans preuve que ce dommage est bien de ma responsabilité. Cette situation m’a laissé un sentiment d’injustice et une très mauvaise impression de la procédure de restitution.

!!SCAMMERS BE CAREFUL!!

The will force you to purchase VERY expensive liability insurance and other hidden fees when renting.

We reserved with a prepaid amount, we alreay had liability insurance from our insurance company, when we told the agent at the counter, they said it doesnt matter and we still have to purchase their 45$ / day insurance or they would not rent. We showed our insurance papers and they started yelling at us and telling us to leave the store. We said sure we can go rent somewhere else, please give us our deposit money back since you dont want to rent to us, they yelled some more at us and kicked us out of the store. they are literally insane scammers. We had to go through VISA to get the paiment cancelled.

DO NOT RENT THERE

Dreadful.... Had to cancel once due flight change rebook.. Then arrived and got flecced fir 3rd party despite having full insurance... Dreadful now being given downgrade for same price...

I was in town for a convention. I rented a car while at the airport, and paid with my debit card. When I arrived at the off site location to pick up the car, I was informed the was a $300 deposit. I was shocked to learn ACE was keeping my deposit for a cleaning fee. They returned $5. They sent pictures of a 5 minute vacuuming job. Do not rent here and expect your deposit returned. They don't disclose the deposit at the time of payment for the rental on priceline. It's a bait and switch when they have driven you away from the airport in their van. You will learn about the deposit at the lobby. Beware.

I am unhappy with the lack of transparency in pricing. My confirmation showed $225 due at the counter, it ended up as $600+.
I had been traveling all day, was tired, hurried and trapped at the ACE building at the Denver airport. The clerk walked me through the pricing quickly and there I was with nearly 3x what I had expected so I could go on my way. I would not recommend this car rental.

I booked my rental through Priceline and paid $337.98 upfront for a reservation that clearly stated unlimited miles and all taxes and fees included. When I arrived at Ace Car Rental, they told me my voucher was only worth $301.72, even though that's not what I paid.

I did choose to add the prepaid fuel option and the fast-track service, so I expected those charges. However, the representative also tried to sell me insurance. I explained that I already have my own auto insurance and that my credit card provides rental car coverage. He then told me it was a state requirement to purchase their insurance. Since he made it sound mandatory, I reluctantly agreed. After researching it afterward, I found out that it is not a state requirement. I feel I was misled into buying coverage I didn't need.

On top of that, I reserved a full-size sedan but was given a crossover instead.

To make matters worse, I was charged additional airport fees, taxes, and other charges despite my Priceline reservation stating that all taxes and fees were included. Priceline says they sent Ace the full amount I paid, while Ace claims they didn't receive it. I don't know who's telling the truth, but I shouldn't have to pay the price for that disagreement.
I chose Priceline because I expected they partnered with reputable rental companies. After this experience and reading so many similar reviews, it seems these kinds of issues happen far too often.
I've rented from many different car rental companies over the years, and I've never had an experience like this. Between the misleading insurance claim, the unexpected extra charges, and not receiving the vehicle I reserved, this was by far the worst rental experience I've had. Be warned—you may end up paying much more than the advertised price.
I've contacted both Priceline and Ace multiple times trying to get this resolved, and all I've gotten is the runaround. Each company points the finger at the other instead of taking responsibility or providing a clear explanation. As the customer, it's incredibly frustrating to be stuck in the middle with no resolution.

Their business model appears to rely on charging customers who decline their in-house insurance because they have already purchased comprehensive cover through the booking website.

Unfair Deposit Charge for Pre-Existing Wheel Damage

Charged 2,450 PLN from my security deposit for damage that was already present before I collected the vehicle and is clearly visible in the company's own pre-rental photographs.

I strongly urge anyone considering renting from this company to think very carefully before doing so.

My experience was unacceptable from the moment I collected the vehicle. I had booked a higher-category car but was given a lower-category vehicle instead. The car was also handed over in a dirty condition and had clearly not been properly cleaned.

During collection, I was repeatedly pressured to purchase the company's own insurance, despite already having comprehensive insurance through Booking.com. The customer service representative insisted that my existing cover was not recognised and continued trying to sell me their own policy. This gave the impression that customers who decline their in-house insurance are treated differently.

I returned the vehicle professionally cleaned and in significantly better condition than when I received it. Despite this, I was later informed that 2,450 PLN would be taken from my deposit for what was described as a "microscratch" on one of the alloy wheels.

I immediately reviewed the company's own pre-rental inspection photographs and found that the alleged damage was already clearly visible before I collected the vehicle. The mark can be seen in Image 55, timestamped 06/07/2026 at 10:08, proving it existed before my rental commenced. The company's own evidence completely contradicts its claim.

The most disturbing part of the experience occurred during the vehicle inspection. When I challenged the allegation, the customer service representative stated that, depending on the angle from which photographs were taken, more scratches could be made visible. She threatened me to accept or she will show more scratches ! I found this statement deeply alarming and intimidating. It suggested that damage claims could depend on how photographs were taken rather than on the true condition of the vehicle, seriously undermining my confidence in the fairness and integrity of the inspection process.

I have formally disputed the charge and requested that it be withdrawn because the company's own time-stamped photographs clearly demonstrate that the alleged damage pre-dated my rental.

Based on my experience, I am left with the impression that customers who decline the company's own insurance are at risk of being subjected to questionable damage claims. This is mentioned in many reviews across the web. I would strongly recommend that anyone renting from this company carefully examine every pre-rental photograph before leaving the premises, as the company may later attempt to hold customers responsible for damage that already existed.

This is, without question, one of the worst car rental experiences I have ever had, and I will continue pursuing a full refund of the deposit together with appropriate compensation for the significant distress and disruption this has caused.

Update: The company charged of 2,450 PLN for pre-existing wheel damage that is clearly visible in its own pre-rental inspection photographs. The Price of the New Wheel in 700 PLN. How dishonest and disguasting.

And the responses you get from them even on the review does not worth looking at, this representitive definitly knows that I have reached out for them and they do not response.

I have know triggered Section 75 chargeback on my credit card under consumer Credit Act 1974 where they will have no choice but respond to the dispute opened by my credit card issuer.

This is the third time I've received the same answer without a solution.
As requested,last week I have already provided by email all the documents and information required to process this matter.

I have not received any confirmation, proof, or official documentation confirming the refund of the €2,000 security deposit that was pre-authorized for my car rental.
On the contrary,the 2.000 euros has been invoiced on my JUNE VISA statement

This has been one of the most unacceptable experiences I have ever had with a car rental company.

Ace Rent a Car required a **€2,000 security deposit**. Because the deposit **was not released within the agreed timeframe**, the charge was **posted to my credit card account**, and I had no choice but to **pay the full €2,000**.

I have since received **written confirmation** stating that the deposit was released. Yet **the money has still not been credited back to my credit card**, despite the fact that the promised timeframe for the refund has already expired.

I have repeatedly asked for a clear explanation, evidence that the refund has actually been processed, and a specific date for the reimbursement. None has been provided.

Keeping a customer's €2,000 long enough for it to be billed and paid, then claiming in writing that it has been released while the customer still has not received the money, is completely unacceptable.

A written confirmation does not return the money. The only thing that matters is that the funds are actually credited back to the customer's account—and that has still not happened.

I will never use Ace Rent a Car again and cannot recommend a company that handles customers' money this way.

Iam very unsatisfied with my car rental service, I have not received my rental deposit back in to my debit card, I have been calling to rectify the issue, but i have not been able to get hold of an agent, the agent that picked up did not solve the problem and was rude on the phone, I emailed their billing department , still waiting for a response to solve the issue, so I can get my money back.

I rented a car for 5 days at Gdansk airport. After return i received a damage claim on some minimal scratches that were difficult to distinguish between dust.
I feel scammed. My impression is that ACE at Gdansk Airport tries to lure customers with low rates and tries to make up with claims afterwards in order to keep the deposit. I use rent a cars a lot - but i have never had such a bad experience.

i booked a car via the website vip cars No G1986989 for an tucson or similar for 389.48UD $ and when i returned the vehicule ACE rent a car charged me 548.88 UD$.
ABSOLUTLTLY NEVER RECOMMANDABLE WEB SITE RESERVATION AND ALSO ACE RENT CAR.
I made a complain and nobody replied me ! Very horrible service

I made a reservation for a family car in December '25 and paid for it, including insurance, for 4 weeks. When me and my family arrived at the airport, the contact person was not there. I called the phone number that was mentioned on the document, but nobody answered. Tried it a few times, no result. Then I called he U.S. office. After a long waiting time my call was forwarded to a person who was not involved in any way, living in another country. I tried 2 more times, without a good result. This company is a scam. Don't rent a car here. I feel stupid I didn't read the reviews before. We took a taxi to the hotel and called again. They 'created a ticket' for Customer Care, but I didn't get an confirmation email. I rented a different car to continue the holiday with my family, which was quite expensive at the spot. Don't rent a car at Ace. Don't rent a car when there's no physical office of the company at the airport.

I had a very frustrating experience with this rental. I waited over 30 minutes in a very long line, only to be told that they didn't have any vehicles available.

My reservation was specifically for a minivan, but the employee told me they never have minivans at this location. If that's true, why was I allowed to reserve one there in the first place?

Their solution was to transfer my reservation to another location that was about an hour's drive away. They gave me a 10% discount, but that did not come close to making up for the inconvenience, wasted time, and the additional travel expenses I had to pay out of my own pocket to get to the other location.

On top of that, I was told I was required to purchase their additional liability insurance, which cost $30 per day. This added several hundred dollars to the total cost of my rental. (The $30 per day charge was also significantly higher than the typical cost I have seen for similar coverage.) In my past experience renting vehicles from other companies, liability insurance was always optional, and my credit card rental coverage was enough. I have never been required by another car rental company to purchase their liability insurance in order to rent a vehicle. Being told that this was mandatory left me with no choice but to pay an unexpected extra cost.

Overall, this was a stressful and disappointing experience. Poor reservation management, long wait times, unexpected required fees, and the inconvenience of having to drive to another location made this one of the worst car rental experiences I've had. I would not recommend this company.

Unfair Deposit Charge for Pre-Existing Wheel Damage / False Damage Claim Against My Deposit
Charged 2,450 PLN from My Deposit for Pre-Existing Damage that is visible on their pre-rental images

I would strongly advise anyone considering renting from this company to think carefully before doing so. Avoid at all cost

From the moment I collected the vehicle, the experience was disappointing. I booked a higher-category car but was given a lower-category vehicle instead. The car was handed over in a very dirty condition and had clearly not been properly cleaned. During collection, I was repeatedly pressured to purchase the company's own insurance, with the customer service representative insisting that they did not recognise the comprehensive insurance I had purchased through Booking.com.

Despite returning the vehicle professionally cleaned and in better condition than when I received it, I was later informed that I was being charged 2,450 PLN for what was described as a "microscratch" on an alloy wheel.

I immediately reviewed the company's own pre-rental photographs and found that the very same mark was already clearly visible in Image 55, taken on 06/07/2026 at 10:08, before I had even collected the car. I also have my own photographs and videos documenting the condition of the vehicle.

The most disturbing part of the experience occurred during the inspection. When I questioned the alleged damage, the customer service representative told me that, depending on the angle from which the photographs were taken, more scratches could be made visible. I found this statement deeply concerning and intimidating. It left me with the impression that the outcome of the inspection could depend on how the vehicle was photographed rather than on its actual condition, which seriously undermined my confidence in the fairness of the damage assessment process.

I have formally disputed the claim and requested that it be withdrawn, as the company's own evidence demonstrates that the alleged damage existed before my rental began.

This was, without doubt, one of the worst car rental experiences I have ever had. I hope the company reviews its procedures to ensure that customers are treated fairly and are not held responsible for pre-existing damage.

Further details and updates:
Charged 2,450 PLN from My Deposit for Pre-Existing Damage that is visible on their pre-rental images

Even ACE’s own main office response attempts to portray the Gdańsk location as “independent”, despite the fact that it trades under the ACE name and branding, and despite ACE being able to access the complaint details and related documentation. Their response itself highlights the inconsistency in their position. Please see their response below.