232 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Katie B
1 star04/16/2024
This company is NOT the good deal you might think you're getting! We rented a 2022 Dark Grey Dodge Charger 3/8/24 to 3/14/24. We had already booked and paid for the car through Priceline. Once we finalized our bill, which was much higher than expected, (and thankfully ACE later worked with us to credit back a few of those charges) we were directed to the lot to receive the rental car. We were told to examine the car carefully, making sure to look closely at the windshield, and report and conditions back to the agent inside. At this point it was after 1 a.m. and was ***** outside. A light in the parking lot above our car had been burned out and it was not easy to see around the car, despite us using our cell phone flashlights. We examined the windshield and car and did not see any damage at that time. Again, there was not an agent with us. With it being very dark and raining we didn't even consider taking photos. So returned inside to sign off with the agent, then left the lot and drove directly to our rental house in *****, **, for the week (which was parked in a carport, not near any other cars).Immediately the next morning in the daylight we noticed some damage to the car on the rear passenger side above the wheel. I didn't think much of the dents and assumed ACE would have had those documented with the person who last rented the car. Regrettably, I did not think to take a photo at this time. At the end of our week when we returned the car, the woman at ACE who checked us in saw the dents, called her manager who checked a log book, and then told us those dents were not in the log book and that we would have to pay for it. We were not shown any sort of log-book of any recorded damages for this car to prove that it had already been documented. They are now claiming that we need to pay over $1500 in damages for dents that were already on the car when we received it.Again, please don't take the risk of working with this company. It is not worth it!
ACE Rent A Car Response
04/17/2024
Hello *****,
Thank you for taking the time to reach out to us regarding your recent rental in *******. While I understand the frustration with the damage charge, we recommend customers take photos or a video of the vehicle before leaving the lot to document everything. Once a claim is opened it does have to be handled through Rockport Auto Claims directly.Thank you,
ACE Customer Care
Review from David N
1 star04/07/2024
The absolute worst. They didn't have my reserved car, nor any replacement car, despite me confirming my reservation explicitly the day before.Asked what they'd do to fix this, they said "nothing, but you can walk to the other rental agencies".Asked why they didn't call me to tell me this before I spent TWO HOURS commuting here from the Bronx, the jackass behind the counter literally shrugged and said "I just work here".Worst service ever.ACE Rent A Car Response
04/08/2024
Hello David,
Thank you for taking the time to inform us of your recent rental in New York. Looking into your account I do show that you were able to get a vehicle. I hope you will allow ACE to assist you in the future.
Thank you
Review from Herman S
2 stars04/05/2024
Consumer beware! You must have you insurance policy information including dec page of you don't want to buy insurance from them. They will not allow not to buy it if you cannot produce it at the rental counter. Stick with major car rentals if you don't want to be nickel and dimed.ACE Rent A Car Response
04/09/2024
Hello Herman,
Thank you for taking the time to write to us regarding your recent rental experience with ACE. Per our policies, proof of full coverage insurance must be provided at the time of pick up in order to deny coverage purchased at the counter. I hope you will allow ACE to assist you again in the future.Thank you,
ACE Customer Care
Review from Hilariza S
5 stars03/30/2024
*** was really helpful. And stood on business. Really nice and well spoken. Will be coming back.ACE Rent A Car Response
04/01/2024
Greetings Hilariza,
I appreciate your positive feedback about ************ ************ will be thrilled to hear about the great experience He provided you with. I look forward to seeing you again soon.Thank you!
Review from Jerry B
5 stars03/19/2024
**** was a pleasure to work with. He was able to get ** in checked in and out to see the City.ACE Rent A Car Response
03/20/2024
Greetings *****,
I appreciate your positive feedback about our ********, *** team. **** will be thrilled to hear about the great experience he provided you with. I look forward to seeing you again soon.Review from Latasha C
5 stars03/17/2024
**** is the best!!!! **************** A1!!! Always very helpful with me.ACE Rent A Car Response
03/18/2024
Greetings *******,
I appreciate your positive feedback about our ********, *** team. **** will be thrilled to hear about the great experience you had. I look forward to seeing you again soon.Thank you!
ACE Customer Care
Review from Eulicia M
4 stars03/05/2024
*********** me with excellent customer service from ******** he was pleasant and precise handling all my needs and request upon our arrival.Thank you,*****ACE Rent A Car Response
03/06/2024
Greetings *****,
I appreciate your positive feedback about your recent rental with ACE. ******** will be thrilled to hear about the great experience he provided you with. I look forward to seeing you again soon.Review from A. Y
5 stars03/03/2024
Great sevice good people Amazing customer service.Thank you We will come back again for sureACE Rent A Car Response
03/04/2024
Good Afternoon,
I am happy to hear that your rental experience with ACE was great. I love to hear how amazing our staff did in helping you. I hope you will allow ACE to assist you on future rentals.
Thank you
Review from Michelle H
1 star03/01/2024
I rented a car in *******, ** from 2-12-2024 through 2-21-2024.This was a terrible experience.I called for the shuttle 3 times being told it was on the way. First call was at 5:32, second call at 5:51 and the third call was about 15 minutes later when they told me I was in the wrong location. I went to the other location and waited again for approximately 20 minutes for the shuttle. After dropping off and picking up passengers, we arrive at the *** location at ************************************************, **. to find a line that reached to the door and one solo employee working. He was in the middle of a heated argument with a customer there. He was on the phone for quite a while and finally the customer left. Everyone in line was quite angry with the length of the line and the wait time to get a car. Eventually they brought in another employee and she argued with me about how long we had all been waiting!I got the car and they had not filled out their part of the damage form and it was pitch black when they requested I fill it out. The car was filthy, it was dark and Im trying to do so with the light of my cell phone and my iPad to take pictures. I finally told the gentleman inside and he came out and said hed make a video of the car and that they didnt care about scratches, only dents and broken glass. This was the only part of this experience that I can say was good as he was very nice and understood. He also was very kind in helping me with CarPlay. All of this was very time consuming and when I returned the car, the girl was looking over the car and requested to see the video and I was so thankful I had it.Every customer in that line was so mad over the wait, lack of employees working and I heard others saying the cars were dirty.They never asked me for my own insurance policy I was using and the girl said she didnt have to see it.I would never rent from *** car rental again. Other than the one male employee, there was absolutely nothing good about this experience.ACE Rent A Car Response
03/04/2024
Good Afternoon ********,
Thank you for bringing up your concern with the customer service and long wait you received in getting your vehicle so that this may be addressed directly. I am glad that the agent was able to provide a helping hand in getting the video for you and setting up the carplay. I hope we will be able to assist you on your future ACE rental whether in ******* or one of our many other locations.
Thank you
Review from Nfn …
5 stars03/01/2024
The staff is so friendly and very helpful. I really enjoyed renting a car in drivo service. Thanks **** for explaining very helpful hints and navigating me to obtain right package for renting car.ACE Rent A Car Response
03/04/2024
Good Afternoon,
I am happy to hear that your rental experience with ACE was great. I love to hear how friendly our staff was while helping you. I hope you will allow ACE to assist you on future rentals.
Thank you
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.