ACE Rent A Car Reviews 1,571

ACE Rental Cars, Cancún / Mexico
It is strongly discouraged to do business with this so-called rental agency. On arrival, they will have you waiting for hours at the airport, making repeated phone calls until they finally show up and take you to a makeshift office. Then they will try to upsell you an additional liability insurance, even if you present a complete insurance coverage certificate. This will double up your total rental cost and boost their earnings. Then they will make you believe that there are not sufficient funds on your credit card for the deposit, but if you buy another insurance from them, they could lower the amount. Don't fall for their tricks, they are crooks!

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Great start to a vacay. After waiting for an hour and a half at the Cancun airport, the rental company Sixt car rental helped me call ACE. Initially they said would take them another 50 minutes to retrieve me at 2 kilometers away. Eventually, I and another family arrived at the ACE/Movii car rental place.

I had already paid for the car rental upfront on Wisecars for a full 12 days in Cancun MX which included CDW & TP insurance. When I arrived Ace (aka Movii) wanted a $400 USD ransome for what they claimed was insurance on the car in Cancun. This was about identical to the base rate I'd already paid beforehand for the car in the US.

There was an extended "discussion", but of course I needed the car to get to Carmen and it was already dark outside.

ACE/Movii simply wouldn't let me take the car without paying this ransome amount and a $1000 deposit (the family before me paid some amount more than that).

ACE/Movii isn't listed on Googlemaps in the correct location, making it another outrageous event finding the place on the way back. Now, you know why.

To their note: they already have been alerted about all of this and hopefully my credit card will resolve the ransome in my favor.

Below 1 exactly 0 would be the score- absolute charlatans and lied about charges being refundable and had just been put in there- a first time car hirer and now going legal on this lot of absolute rogues, going to Florida state for unfair acts now

PLEASE PLEASE PLEASE DO NOT ever in your life rent a car from Ace Rental especially at the Atlanta airport. The company has poor customer service hidden fees and most of all running a complete scam.
I was charge $1243.32 for traveling out of the region in which I knew nothing of or was informed of a regional travel policy during my booking at the rental counter.
Customer Care and the Rental agents are a total joke. I have reasoned with them explaining I was never informed or aware of the travel policy. Customer Care and the Rental agent at the Atlanta Airport states their policy No Refund No Waiver.
It appears customer care and the rental agents are receiving bonus incentives on those customers who was excessively penalized.
Not only was I penalized for $1000.00 the greedy scammers had the nerve to tax me on the penalty which increases the fine. I had asked if I can get the additional tax refunded and was told by Gina a big NO..
Customer Care and the Rental agents identical telemarketing scripts responses are nonchalant, unconcerned most of all unbothered. Both Customer Care and The Rental agents are heavy on the policy No REFUND NO WAIVER end of discussion.
As logical or reasonable I'd attempted to explain at no time customer care not even pretend to resolve the situation.
Why would I even attempt to take the risk traveling outside the region when every rental car has a tracker. This scamming company is not trying to compromise or refund my money therefore I have to get legal representation to fight against these scamming Bullies.
The more poor reviews will definitely help the customer in court. Even AI gives a low grade horrible report against this scamming company.

I agreed to an upgrade and shouldn’t have. I rented a compact SUV their website shows Nissan Kick or similar. The agent told me I’d upgrade to something larger. I was tired from my flight and didn’t register that my upgrade was to a Nissan Kick. Upon return I requested a refund for an upgrade I didn’t get. I was told that the 2026 Kick they gave me was an upgrade. WHAT??? The body style is slightly different, but definitely not an upgrade. $154 extra for the same car. I told the agent this was dishonest and shameful! The staff is friendly, but the business practices are dishonest!

Poor customer service. Vehicles old and in need of maintenance. Hidden charges upon return of vehicle.

2.5 stars because car was good and reliable. But otherwise a very poor customer experience. First, they needed proof of my auto insurance when I arrived to pick up, but hadn't said so ahead of time. I didn't happen to have the latest with me and had to get on line to my co. to show the proof. (I later rented from Hertz in same place and was never asked this.) The clerk I was dealing with --at a screen in their pick-up office, not in-person-- was very machinistic, unhelpful and impersonal. Clerks in the room were probably overworked, but they were also very impersonal. (Very poor customer service.) The customers after me had the same difficulties and went elsewhere rather than resolving it there.
When I needed to extend the rental due to illness that made me unable to fly, they charged an extra $20/day for each day it was extended - thus doubling the original price. A one-time fee would be understandable, but each day?! When I later rented from Hertz for a few days, and then also had to extend that car, there was no fee for extending; in fact, the price went down because they automatically changed me to the better weekly rate... and Hertz' customer service was very pleasant and helpful.
However, the car at Ace was new, good, clean and reliable. I was completely happy with the car. But I would never do business with this company again if I could in any way avoid it.

Worst service by ace rent a car, they showed on the website caddilac or similar, went to pick car gave Nissan, like Toyota 4 runner never renting car from ace Dubai location

They took 3 hours to give us our car after we checked in and the car sucks broke down within 5 minutes never renting from them ever again

I chose Ace for a week-long rental because they had the cheapest rates in Manchester. When I returned the car I found out why. After seven days' incident-free driving, they spotted three tiny dents to the bodywork and a scratch to the rear bumper. By 'tiny', I mean barely visible (at least not to me when I took the car out!). When they forwarded me the photos, they added a helpful 'zebra' effect to make things clearer - along with an invoice for just south of £1,000. Luckily my insurers picked up the tab, but it was a lesson learnt. I'm not saying don't hire from these guys - just be aware of their business model, inspect every inch of the car and have your insurer on speed dial.

Excellent attention by Matthew. Very fast and clear all instructions

I highly recommend you do not rent a car from these people now I understand why people don’t choose this I literally spent over $2000 for a van that has scratches and the car doesn’t even come with a spare tire..I was literally on the side of the road for over 5 hours waiting for assistance

An absolute rip off - very rude and horrible service and deliberately trying to overcharge. . Both to us and to another couple renting a car, not to mention an elderly gentleman who got abused. Do not use for any reason. (Apparently changed name from “Target” to “Ace”)

I rented a car from October 29 - November 5.
It is December 26 today, and I just received an email from them that they charged my card for $77 USD for parking violation. $50 of the $77 is admin fee!
This is unacceptable.
I expect a full refund!

DO NOT USE ACE RENTAL CARS

Formal complaint ACE RENTAL CARS

Subject: Complaint – Unsafe Vehicle & Unauthorized SLI Charge – ACE Rental Car at FLL

Issues with the vehicle:

I was given a car with a non‑functional horn.(safety issue)

The Bluetooth in the vehicle did not work.

These issues affected both safety (no horn) and basic functionality (no Bluetooth), and the car should not have been on the road in that condition.

Unauthorized SLI charge:

At the counter, I was offered Supplemental Liability Insurance (SLI).

I clearly refused SLI multiple times (at least five times).I was bullied by the agent how i needed it even after refusal (i'm sure they get commision for all add ons)

Despite this, SLI was added to my rental and I was charged for it.

I am disputing this SLI charge as unauthorized and contrary to my explicit refusal.

Customer care experience:

I called customer care to resolve the issue and was told more time was needed to “refute” the charge. that he had to contact that location and wait for an unspecified time for their response and or refusal.

I had already waited two days just to reach someone by phone.

chat service and phone service gave two different Reponses for why the charge was there and unable to be disputed. Shady practice.

When I asked to speak with a manager/supervisor, my request for escalation was refused. and they hung up and had the audacity to ask for a review of the service call.

This is unacceptable, especially given that the underlying issue is an unsafe vehicle and an insurance product I did not consent to purchase.

Matt was great and helped make our experience better. He had a great attitude and listened throughout the whole process. Only feedback, I wish the pickup shuttles ran more frequently.

Matt S was sooooo awesome and took awesome care of me. Also Fernando was so incredible!! Thank YOU!

I will not rent from this company again and would not recommend it to family or friends. Employee strongly recommended an AWD vehicle due to “heavy snow” and a toll pass due to “heavy traffic.” Neither condition occurred during my trip. Additionally, he failed to disclose the cost of these add-ons unless I specifically asked. This was a deceptive and unprofessional experience.