Ok cars, TERRIBLE customer service experience at Tampa airport (employee goes by Walser15). This person is rude, a liar that kept interrupting , while insisting on pushing extra service. I will pay ex... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very pleasant experience. They did spring and outside unlimited zone charge which I was not expecting. But Desmond was very attentive and made sure to get me the car I requested. Prices are very reaso... See more
Company replied
Terrible customer experience in Gdansk, terrible way to push me to sign a the return of the car even though I've explained that the window just simply cracked alone whilst in the shopping mall car par... See more
Company replied
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 ca... See more
Company replied
Company details
Written by the company
ACE Rent A Car is an affordable, independent car rental brand that services customers in more than 50 countries around the globe.
Contact info
2.9
Average
2K reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Carla was very kind and helpful
Carla was very kind and helpful. As I approached the counter I think I looked a little spaced out. Carla was very friendly asking how my day was going and such. I asked about great places Erin eat seafood boils and she immediately provided a list of restaurants. Great customer service!!!
March 3, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Ros, Thank you for your review of our Orlando location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Reply from ACE Rent A Car
Hello Anika, Thank you for your review of our LaGuardia location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Don't be fooled by the 'low' pricing
Don't be fooled by the 'low' pricing. They gouged me with extras at check in and penalized me for unavoidable tolls at check out. In the end, the total cost of my rental was more than double my original reservation. Very poor customer service and a total ripoff. Do not use ACE rent-a-car!
March 2, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Joe,
Thank you for taking the time to share your feedback for our Denver location. It is disappointing to hear you experienced unexpected charges. I would like the opportunity to review these charges for you, but am not able to find your reservation with the information provided. If you are willing, please contact us at customercare@acerentacar.com with the details of your reservation. -Emily
DO NOT RENT FROM THIS COMPANY
DO NOT RENT FROM THIS COMPANY.
This is a company of thieves!!!!! Under no circumstances should you rent a car from them!!!! They charge!!!! They take money out of your account directly and do not block it within the card. They send you a fake report of damage to the car, an email address that is not real and there is no response and you are left without $2000
February 13, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Vladimir, Thank you for taking the time to share your experience at our Krakow location. I understand how frustrating damage claims can be, especially when they result in unexpected charges. Unfortunately, these claims can only be handled by the location’s claims department. However, if you would like us to review your case to ensure everything was handled properly, please reach out to us at customercare@acerentacar.com with your reservation details. -Emily
This company is a scam
This company is a scam as they tried to force us to buy insurance that we didn't need. We come from Canada and we knew that our insurance from Canada is valid in the US as well. They also knew that. We showed the guy at the desk our insurance policy and he said it is ok. However, when he then made us sign the agreement it said that we are agreeing to pay hundreds of dollars for additional insurance. The writing on the agreement was also on a blurry screen that was difficult to read. This is pure lying/deception and am attempt to defraud and scam customers. It was definitely not an honest mistake. This is likely their company policy unfortunately.
January 1, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Alex,
Thank you for sharing your experience at our Orlando location. It is very disappointing to hear that the agent added insurance you did not need as you had provided your own personal coverage. Your feedback has been shared with the location manager in order to be addressed to prevent future incidents. If there is anything you would like reviewed further, please contact us at customercare@acerentacar.com. -Emily
Great service from Ivan
Great service from Ivan. He hooked me up with a nice upgrade, and found two car seats that I forgot to bring with me.
That alone saved my day. Thanks Ivan.
February 28, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Jorge, Thank you for your review of our Orlando location. I am delighted to hear you received great customer service from Ivan. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Great place to rent from
Great place to rent from. Josh was the manager I believe and he helped me set up CarPlay. Great service.
March 1, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Joshua, Thank you for your review of our Orlando location. I am delighted to hear you received great customer service from Josh. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
This place was great
This place was great. Great price. Great people. Great Car. Even great management. Spoke to Josh and absolutely professional and great sense of humor. Please give Josh my best. He is one of the main reasons I will use Ace in Orlando again.
February 24, 2026
Unprompted review
Reply from ACE Rent A Car
Hello James, Thank you for your review of our Orlando location. I am delighted to hear you received great customer service from Josh. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Everything was quick and easy
Everything was quick and easy, something I didn’t understand about coverage and Jalol explained everything efficiently. Provided me with a roomier car.
February 27, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Shanell, Thank you for your review of our LaGuardia location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Booked through Priceline and the final…
Booked through Priceline and the final cost was much higher due to multiple add-ons that were not clearly explained at pickup. I declined insurance but was still charged because I didn’t provide a declarations page — something that wasn’t communicated at the counter.
It was impossible to get a clear combined breakdown of what I prepaid vs. what ACE charged. Make sure you review every line before signing.
February 26, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Amanda,
Thank you for taking the time to share your experience at our Orlando location. I understand how frustrating it can be to encounter unexpected charges. After reviewing your reservation, I see that an additional driver, an upgrade, and unlimited tolls were added to your reservation. Additionally, collision and liability insurance were added as well. Unfortunately, we do have to see proof of insurance to verify coverage. We strive to make sure customers are aware of this requirement by providing this at the time of booking, in the confirmation email, as well as on our website. All charges are shown and signed for on the rental agreement provided to you at the time of pickup. If you have any additional questions about charges, please don't hesitate to reach out to us at customercare@acerentacar.com so we may discuss in further detail. -Emily
Very Scammy Company!
They don’t contact you with any information after your booking then at the last minute inform you of policies you need to get the car. When you can’t meet the criteria because they did not inform you before hand, they won’t give you the car and then won’t refund your money. I’ll never use them again. Very scammy and complete waste of my time and money. Go with someone more reputable
February 19, 2026
Unprompted review
Reply from ACE Rent A Car
Hello JaeDanae,
Thank you for sharing your experience at our Tampa location. I understand it can be frustrating to encounter unexpected policies, and we strive to make these known at the time of booking by providing them at the time of booking, in the confirmation email, and on our website. If there were specific policies you would like to discuss, please don't hesitate to reach out to us at customercare@acerentacar.com. -Emily
Was charged for a tiny chip in the low…
Was charged for a tiny chip in the low black corner windshield section of our Kia soul rental. Pretty sure this was preexisting as we were cleared initially and then Marco took out his flashlight after we walked away and starts yelling at us to come back. The tiny chip was very hard to see unless you shined a flashlight directly on it… those rental lots are very dark - probably on purpose. We drove the car less than 100 miles. Ace is charging our Insurance over $2000 to fix. And will not provide us a final repair invoice or proof it was even repaired. Probably not repairing it and going to pull the same scam. They also have you sign the sheet to mark down nicks as you are leaving and just say “sign here” . We didn’t realize it was the sheet to mark down nicks,etc… until it was too late. This is so completely scammy if you ask me…do not rent from ACE ever….
February 3, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Ln,
Thank you for taking the time to share your experience at our Fort Lauderdale location. I completely understand how frustrating to can be to encounter unexpected damage claims. Unfortunately, once a damage claim is opened, all information, questions, or disputes must go through the third party claims company. For this location, this would be Rockport Auto Claims. If you have any additional questions or need any assistance, please contact us at customercare@acerentacar.com. -Emily
Nightmare
Location: Wrocław airport.
Total scam. When I returned the car, they said everything was fine and I’d get my refund the next day. I called several times and they kept promising the money was coming. Then, out of nowhere, they messaged me claiming I damaged the car and demanding over €1,000! Unbelievable and dishonest. Avoid them at all costs.
February 19, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Minute Man, Thank you for taking the time to share your experience at our Wroclaw location. I understand how frustrating damage claims can be, especially when they result in unexpected charges. Unfortunately, these claims can only be handled by the location’s claims department. However, if you would like us to review your case to ensure everything was handled properly, please reach out to us at customercare@acerentacar.com with your reservation details. -Emily
DONT BOOK WITH ACE RENT A CAR!!
DONT BOOK WITH ACE RENT A CAR!!! SCAM ALERT!!!
They scam their customers by forcing them to buy additional insurance they don’t need. First of all there is a shortage of rental cars on Maui. So I already paid a fortune to rent a car. Mine was $ 787.00 for a compact, 5 days. And on top of it they added „Collision“ for $ 167.00 so the my grand total was $ 954.00.
So here is the story. When I arrived there was nobody behind the counter and I was told to check in with a “virtual agent”. I walked over to the screen and talked to an agent via live chat – Wow, what an experience. He asked me if I have coverage for rental cars with my insurance. I said yes and he demanded that I have to show proof. I took a screenshot of my ID car where it shows: Damage to rental cars is covered. So now he is demanding proof, that I have “Collision” on my policy. I am getting excited, stopped the conversation and called Progressive. I talked to an agent and they send me a copy of verification of my policy. BTW Progressive was absolutely helpful in this situation, I give them 5 stars.
However, in the meanwhile a real person (Ms. Ann Purity) was available behind the counter and I showed her the document on my phone. She insisted that I need to have “Collision”. I never had an argument like that when I picked up a rental car, so I asked her, why do I need this coverage when my insurance covers rental cars? So she is getting upset and aggressive with me, tells me that I don´t get the car when I have no coverage for “Collision” on my policy. With other words, she is threatening me - if I don´t buy the extra insurance - I don´t get my car. It was a very bad experience dealing with this agent because she used the leverage, no insurance no car.
So what can I do? Nothing, because I need a car for my vacation. So I paid for this ridiculous scam $ 167.00. And what did I get? An old damaged and dirty Nissan Sentra.
Yes, they had one of the lowest prices online and that’s how they lure you in. And screw their customers while they have no alternative. This situation was extremely frustrating, especially when you on vacation. So do yourself a favor and go to a rental car agency with a good reputation.
February 14, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Norbert,
I appreciate you taking the time to share your experience at our Maui location. I understand how frustrating it can be to encounter unexpected charges. ACE does require full coverage insurance which includes both collision and liability insurance. If your personal insurance does not include one of these, it would need to be purchased before the vehicle can be released. Unfortunately, I do not have access to view your personal insurance policy to verify the coverage you have. If you would like to send us your declaration page so we can review, please contact us at customercare@acerentacar.com. -Emily
Great service
Fast and nice service, brand new car rented for 8 days. Quick and trouble-free return, deposit unlocked within a few hours. ACE Wroclaw - I recommend
February 21, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Lukasz, Thank you for your review of our Wroclaw location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Was given a price on rental car through…but paid for forced upgrade by the " law of Colorado"
Was given a price on rental car through price line. Went to the agent and he said, " you can't rent a car, snow storm in the forecast. Colorado law requires chains and you will get fined for not having chains. You must upgrade to a SUV. ". He pointed to a big sign on the wall. Then it was the insurance.. "you have to have insurance". I asked wasn't that in our original price? " No you have to pay more coverage , what you paid isn't enough"... I just bit my tongue, initialed all the agreements, put in my credit card and silently seethed my way out to the vehicle.
February 16, 2026
Unprompted review
Reply from ACE Rent A Car
Thank you for taking the time to leave a review of our Denver location. I understand how frustrating it can be to encounter unexpected charges. Unfortunately, Colorado does have a law require 4WD or AWD vehicles when the weather gets bad enough. Additionally, we do require full coverage insurance. If proof of insurance is not provided, it would need to be purchased at the time of pick up in order to release the vehicle. I wasn't able to find your reservation with the information provided so I can review your exact situation. If you would like to discuss this in greater detail, please reach out to us at customercare@acerentacar.com with your reservation details so we may further assist. -Emily
Systematic Fraud – Stay Away!
DO NOT RENT FROM THIS COMPANY. This is not just a case of poor service; it is a systematic scam designed to drain your bank account through fraudulent damage claims and a confusing web of shell companies.
The Scheme:
1. Identity Confusion: We booked through ACE, but upon arrival, the office operated under a completely different name.
2. The "Ghost" Charge: A third, unrelated company handles the security deposit. They reserve a large sum 5600 PLN about 1500 EUR, which is then automatically deducted without your consent.
3. Fake Damage Reports: Shortly after returning the car, a fourth company sends a fabricated damage report, referencing an obscure insurance provider to give the scam a veneer of legitimacy.
4. Zero Accountability: Once they have your money, their customer service goes completely silent. They do not answer emails, calls, or disputes.
Final Verdict:
They rely on the complexity of multiple company names to make it impossible for you to track down who is responsible. It is a calculated trap. Save yourself the stress and the money—book with a reputable, transparent agency instead.
February 13, 2026
Unprompted review
Reply from ACE Rent A Car
Hello Daniel, Thank you for taking the time to share your experience at our Krakow location. I understand how frustrating damage claims can be, especially when they result in unexpected charges. Unfortunately, these claims can only be handled by the location’s claims department. However, if you would like us to review your case to ensure everything was handled properly, please reach out to us at customercare@acerentacar.com with your reservation details. ACE is franchise based, so each location is individually owned which is why you see another company name. This location is owned by a company called Osek. -Emily
Reply from ACE Rent A Car
Hello Jeinson, Thank you for your review of our Aguadilla location. I am so happy to hear you had a great experience renting with us. I appreciate the positive feedback and hope to see you again soon at one of our many ACE locations. If you’re not an ACE member already, I recommend signing up for free at https://acerentacar.com/Member/Rewards to earn points on rentals that you can use toward future trips. -Emily
Reply from ACE Rent A Car
Hello Andrew, Thank you for taking the time to leave a review of our Krakow location. We would truly appreciate the opportunity to learn more about your experience so we can better understand what went wrong and address it. If you are willing, please reach out to us at customercare@acerentacar.com. We look forward to hearing from you and hope to have the chance to serve you in the future. -Emily
Criminal - deposit held for 7 weeks - no explanation
Outrageous! 1800 euro stolen by Ace Rent a car
car hire on 24/12/25, not told 1800 euro deposit would be taken from account, but taken. Car returned fine, have pictures and confirmation. Now 10th Feb 2026, still no 1800 Euro deposit back and company often don't reply, they have said 'it will be paid back next week three times'. I have given deadline which they have ignored.
Wrong pickup location details at Naples Airport, late driver arrival, very far off-site and many other problems.
3 hours of time lost, and now I have to fly to Italy and report to police. Fraud reported to bank
Worst by far of all the past 30 car hires I have done in Europe in the last ten years
December 24, 2025
Unprompted review
Reply from ACE Rent A Car
Hello Wasif,
Thank you for taking the time to share your experience at our Napoli location. It is very concerning to hear your deposit still has not been returned to you. I do see that there is already a case open with customer care to investigate this and see why you have not received this yet. You should receive an answer in the next 3 to 4 business days. IF you have any questions, please don't hesitate to reach out to us at customercare@acerentacar.com or reply to the email you received from the agent assisting you. -Emily
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.