ACE Rent A Car

thank God, had the feeling to read the Unilocal reviews first … on «book​ing​.com» it said they pick up at airport but the truth is that they «pick up» at airport as in someone will pick you up and you go to get your car off site… but on the site it gives you the impression that you can get the car in the terminal!

I just waited over an hour to get a shuttle. I also called 6 times and nobody could give us any logical reason the wait would take so long. There is no excuse for service this poor.

Horrible place, with awful customer service. Off airport, so need shuttle to site. Arrived for a reserved car with infant grandson and daughter. No infant car seats left. Manager suggested I drive to a local Target (leaving my grandson and daughter behind) to purchase a car seat, and they would reimburse me the $ 119.99 cost of the seat. I did as recommended, bringing the receipt. I was told they would have my check at check out. I left and noticed the empty gas tank light was on as I was going the short distance on the toll way to our hotel. When I returned the car 3 days later at 5 AM, no check. It is now two months later, and I have called the Ace Orlando site at least 30 times attempting to get the reimbursement resolved. I have talked to Wanda, the clerk who reassured me they would mail the check. I have talked to Leo, the manager, and attempted numerous times to contact Patrick Lewis, the owner. I have left dozens of messages. I have talked to Christina Gipson at the corporate office, and sent two certified letters to corporate and Orlando site.
Stay away from this place!

Got scammed by them. Talked into a pass24 and liability insurance that they said was required but I didn’t need. It’s my own fault, should have listened and looked into it more carefully

Just listened to them scam the old guy n font of me
Because he didn’t read the fine print and bring his auto insurance paperwork with him. Now he’s on the hook for an extra $ 15.00 per day!
Other, classier car rentals will not require this. I just heard he clerk tell him it was required by Florida law. Wasn’t true the last time I rented in Florida?
Other Unilocalers have complained about the same thing. Luckily, I have my auto insurance with me all of the time, but most credit cards cover you when using it to rent your car. (And the people who work here know that)
Once you get past that hurdle, there’s lots of pressure to prepay the tolls… You don’t need that either unless your cash poor and need to put it all on credit.

Price good. As long as u r not in any hurry to actually get you car. Waiting for than 20 minutes after calling to be picked up and can only tell us that the shuttle SHOULD BE ON THE WAY BACK TO THE AIRPORT ??? Should be? Three stix shuttles have arrived and we are still waiting for ours.

What a nightmare. If you rent from here remember if it sounds to good to be true it usually is. Check the details carefully.
we were picked up at the Shuttle spot by a very friendly driver and delivered to a spot miles from the airport. THE Counter lady was rude, unpleasant and mean, to us, the person she was training and the others in line. We were given no instructions on how to get out of there and head to Desination, offered no maps, If we had known we would be so far from the airport we would have never rented this car. it made dropping it off for a 5:20 flight impossible and all the strings attached made us feel we were being scammed. We had to switch to a later flight on Standby and we never made it out that day and ended up staying an extra day. it was very stressful and so much more expensive because of the change in our flight. Accommodations could have been made to drop off the night before but the rude counter lady made it clear that that was not a possible without a penalty. Yes a penalty for returning the car ahead of time.

Absolutely horrendous service– I will never again use this car rental company and strongly suggest no one use them. Miguel– one of their managers is a complete joke and does a horrible job of representing his company. Literally handed a title without an ounce of training, from a condescending tone, to the head bobble to show his attitude, lacking an apology or any responsibility for an error their company made. On ¹⁰⁄₂ I rented a car with them, all went well however on ¹⁰⁄₁₀ upon my return I was told I would be charged an additional $ 10 a day for an additional driver. I explained that there was only one driver, my husband and the «manager» Wendy at check in was fully aware of it. He said the contract was under my name, therefor the charge will stick, while raising his voice, never offering to assist or even listen to my explanation. Additionally upon seeing my frustration, he simply got a horrible attitude challenged everything I said and wrote off my complaints completely. In no way is this poor excuse for a man a manager by experience, the title was handed to him by someone above him and I’m certain they too lacked all sorts of professionalism. Disgusting, and horrifying display at his attempt at addressing a customer. DO NOT USE THEM– you will regret it. If you do tell Wendy and Miguel I said hello and they’re both useless!

Awful, DO NOT RENT HERE, unless you want to waste time and money.
1 hour wait for the shuttle. Their shuttle is not really a shuttle. You have to call them, and when you do, it takes a long time, because ‘the driver is dropping people off’. Meanwhile other car rental shuttles have gone at least 3 times back and forth picking people up. When I said that they should have at least put some sort of note when booking, that you need to call for a shuttle, the person behind the desk said that they do say that in the agreement. You know, the tiny text online that is 3 pages long, which you’ve clicked ‘I agree’ to.
The name used to reserve the rental car /​the driver must be the same name on the credit card. Otherwise, there is a fee per day for an additional driver.
If you own a car and have insurance that covers rental cars, you need to bring proof of insurance. This is usually not needed for other legit companies, but this place is not legit. We ended up paying for the insurance, because it is required, as an additional fee.
They hold $ 200 in your credit card, and I had to sign in 10 different places before taking the car. It was a long process. Waiting for the car and getting it took hours. SO Shady. They also have a fee if you smoke in the car. We do not smoke, but at this point, I made sure to check the car for any cigarette butts before I took it.
Going from here to our hotel. the service at the hotel was such a stark difference. You can tell when you come into a place that’s a scam. And this was a scam.

I am 26 and thus this was my first time renting a car. When I initially picked up the car, I had a miscommunication with the salesman regarding insurance. I made the mistake of not dealing with it in the moment and instead called to speak to John, the manager, upon returning the car. Again, this was negligence and naivety on my part. However, out of the kindness of his heart, John was able to assist me and went above and beyond to make sure I did not get screwed. It was refreshing and incredibly impressive that John cared more about pleasing his customers then making a few extra bucks. I will absolutely continue to use this company in the future because if John is any indication of how ACE is managed, they are absolutely in great hands.

I would give this place a 0 * if I could. Horrible service. They made us wait for a shuttle for about an hour at the airport. The car we were given was not the car we reserved online. It was an old car with 60K miles and stains on the seats with a musty smell to boot! All the cars in the lot looked old. Not worth renting from here. Also it’s quite a drive from the airport.

The ABSOLUTE WORST CUSTOMER SERVICE EVER. Do not do not do not use them. Stick with Enterprise. This is an obvious case of «you get what you pay for».
Landed at the airport at 330… I’m the only one in the rental office, and I’m still waiting for my car. THE WORST!!!

BEWARE FLORIDA RESIDENTS! I rarely write reviews, especially negative ones… but this deserves one. We husband and I live in Orlando and went to rent a larger vehicle for the weekend. When we arrived to pick It up, we were informed a $ 500 deposit (check) & major credit card (check) was needed in addition to a land line phone number that is tied to the address that’s listed on our drivers license (huh?). Like 90% of americans, we only use cell phones… and even though the billing statement for these phone numbers is the address on our drivers license, that wasn’t enough. The branch wouldn’t budge on this «rule.» The corporate call center said only the branch can make an exception… never rent from an unknown rental agency… lesson learned!

Just a terrible place. Not even worth going into details, but just horrible. And they don’t care if you post a bad Unilocal,which based on other reviews, speaks for itself

Simple the most horrible customer service a car rental company can offer.
My family and I ended up waiting ONE FULL HOUR at the airport for the shuttle service to go pick up the car (yes, they’re miles away from the airport). Sadly, the shuttle never arrived! Even more sad was the fact that during my numerous calls to the office, they flat out lied about the shuttle being «few minutes away»! My family was not the only ones giving up on the car rental. Several other travelers ended up taking other shuttles going to a different vendor and completely giving up on the most unacceptable form of customer service experienced

Horrible. Stay away. Booked for a cheap rate and it is a scam. They charged my card and would not rent me a car because they do not recognize my insurance. Said I would use theirs, but they do not offer car insurance. Told them to refund my money, but they said «No sir, you should have read the agreement. We do not offer refunds for anything.» I have not paid for a car that I never rented and they are actually fighting my credit card company on this. They are rude and degenerates that work there. Pay the extra money to go with a reputable company. You will thank me later.

Upon arriving in Orlando several hours later than planed, Ace informed me that they would no longer honor my reservation. I was left stranded at the airport. Thanks to the good folks over at fox car rental I was rescued from the sheer incompetence of Ace.

There are better off lot companies than this one… use payless or fox. This is one van operation so the wait time is slow. The other companies are within pennies of one another… no one wants to wait an hour or so waiting for the shuttle van after a 5 or so hour flight.

HORRIBLE service. When we returned the car they accused us of damaging the car and were forcing us to complete an accident report. We refused and insisted that the damage was there when we rented the vehicle. After arguing and getting yelled at, we were walking out, and the lady behind the counter said to us, «Have a great day… and may the plane go down on the way!» This is unacceptable. To disagree with us as to who is responsible for the damage is one thing… to say what she said as we’re headed to the airport is reprehensible. But she said it in front of my 6 year old child. That’s simply inhumane. Please do not rent any vehicles from this business. Ever.

This rental isn’t at the Orlando airport despite being listed as such on some online sites when I reserved it. However, they will send a driver to pick you up and drive you back. I didn’t get the car I reserved. Didn’t really love or hate the service. It’s alright.
The price was cheap!