This place was a bit rough around the edges. We had to wait at least 30 or more minutes even with an existing reservation and the place was also pretty dirty and gross feeling- like a cross between a dmv and a waiting room for a garage while your car is fixed. They is also some shadiness regarding insurance coverage. The insist that they inform you that you need to bring proof of personal full coverage insurance or purchase theirs. They stated it was in the confirmation email which I reproduced and it was not. Every person that went to the counter had the same issue with this part. Who travels with proof of car insurance? No one, luckily for them so they make money off it. I have proof of mine accessible online but it’s expensive to purchase when you don’t.
When we finally got the check in process complete we still had to wait for our car for another 15 minutes or so. Once we got the car we couldn’t pull out of the place because there isn’t even an inkling of organization to the system they have for pulling cars up and having people load in and drive off. A very helpful employee noticed us needing to leave and helped direct other cars out of the way.
The redeeming pieces of the experience were the gentleman that helped us check in, Leo. He was very pleasant and very helpful, and the car was nicer than what we had planned on and had more room than we had planned- a very pleasant surprise for a budget rental place.
Although the rates for ACE were competitive, I cannot in good faith we recommend this company to other customers. The shuttle is 15 minutes from the airport and wait time to be picked up was 25 minutes. In addition, the gas tank was not full, the car was only marginally clean, and the check in process took over 45 minutes. In addition, the company refused to rent to me unless I showed them an insurance card from my home state, something that I was not expecting to hear at midnight when I arrived. This company is not worth the hassle.
This was my first ever experience with any rent a car company and I was a bit afraid, but after spending my day with them I am glad and happy I choose them. The staff was very friendly and efficient. I am glad I took my friends recommendation. Great experience. Highly Recommended!!!
Pro: The price was very good and the customer service was good. Con: The rental office is very far from the airport. We had to wait 30 minutes for the shuttle to pick us up. When the shuttle dropped us off we had to wait in a long line to get to the counter. It took us over 2 hours from the time we got our luggage to when we got our vehicle.
STAY AWAY FROM ACE CAR RENTAL!!!
What rock did this place crawl out from under? These guys are totally crooks. Don’t fall for the cheaper prices. Go to a known name auto rental for sure!
Rented a car online. When we got to the car rental place, the line was already out the door. Each person at the counter took at least a half hour to finish. We were wondering what was going on that took so much time.
When we finally got closer to the front counter, we saw the signs that asked for “drivers license, major credit card, and proof of auto insurance.” We ultimately found out that not only were they asking for proof of car insurance, you had to actually show The Declaration of car insurance. If you did not have that, they were making you pay an extra $11 a day for their insurance! And people were trying to show them they had insurance, and it was not good enough. There were arguments breaking out, tempers flying, security guards even called.
Thank goodness my husband was able to email a copy of our Declaration, or I would still be there. The agents also were rude and abrasive.
From the time we got on line, until the time we left the line, 2.5 hours had passed! And to make matters worse, they messed up the VIN number and our license plate number three times, which meant I had to back to the counter three more times.
When I finally got the car key in my hand, we flew out of there.
In all my years of renting cars, I have never encountered a situation like that, either the wait and especially not the proof of car insurance. This is an absolute scam, a money maker, and it sucks up people’s time and patience. Stay far away!!! If I could have given negative 10 stars, I would have. You can’t post without at least 1 star!!!
If I could rate you zero i definitely would. I booked a large SUV for the Christmas holiday at a very reasonable rate. We arrived at the airport at 10:30 PM, did as told and called the shuttle line, and proceeded to wait for 90 minutes while no shuttle showed up. We ended booking with Payless/Avis/Budget and have no complaints about them at all. Ace Rental Car = Super Trash!
When we arrived in Orlando we called for the shuttle to pick us up. On the phone they informed me that they didn’t have the mid sized car I reserved and only had compact cars. I asked if they were going to compensate me for the inconvenience and she said she would give me 10% off. We then went to the pick up place for the shuttle. The shuttle was full but the driver said another one was on the way. We waited about 50 minutes with 3 other groups. Someone from another group called to see the status of the shuttle and was informed they were not sending the shuttle because they were out of cars. Totally unacceptable business. We went into the airport and were helped by another company. It was actually cheaper than ace’s rate. I will NEVER book with ace again. After a long day of traveling the last thing I want to deal with is not having a car after I made a reservation!!
Although I actually didn’t go forward with my rental, I was not please with how long it took ace to come pick us up. We was forced to rent from another rental agency. The price was way cheaper for a full size car almost by $100. Someone called 3 times before I even got off my plane and I called twice. Without a response after waiting a hour and time to rental another vehicle ACE finally showed up. The other rental agencies stated this was a constant issue. If you are willing to wait for the shuttle to take you off site and to you vehicle ACE is way cheaper. We had a 2 year old and been traveling since 10am. So at 3pm we were just ready to be at our resort.
Not a smooth rental experience.
When we first got here, we were told that they cannot honor the booking price at Hotwire due to a system glitch after 1 hour’s wait. So we had to rent brand-new on spot which was twice as much. We understand that system glitches happen all the time, it would be nice if they could inform the people waiting in line beforehand, instead of having everyone wait infinitely then bomb-dropping the bad news, leaving one with no other choice than renting on spot. Surprise!
When we returned the car, they found a mysterious crack in the window, which neither me nor my partner noticed at all during our 6-day trip. Another surprise! Then we missed our flight because they force us to file a claim in front of them before we could leave.
We get it that one needs to prepare for the unexpected when traveling, it seems impressive to me that for this car rental place, they are so ready to have the customer absorb it all if something bad happens. It’s all on you, absorb it, spend more time to make numerous calls to your booking agent and insurance company, and pay much more. They will not do anything for you except charging you a lot.
If I could give them no stars I would. The most unprofessional rental car location that I have ever experienced.
1. Tolls- they claim that they make it known in their contract that you cannot purchase your own transponder and that you have to get theirs for $9.99 per day. Which is FALSE! Nowhere on the contract, as far as I can see, does it say that you can’t use your own transponder. So this company is so trifling that they purposely don’t pay their toll bills on time to prevent customers from being able to use their own transponder. Bottom line is if you purchase a suntrust transponder in Orlando and try to register it to a car from this location, you won’t be able to because the company owes money for tolls 🙄.
2. “Supervisor”- when we called there was a very immature person on the line that claimed he was the highest in charge and that there was no one else we could speak to at the time to resolve our issue. We basically wanted to get a transponder from ACE at a discounted rate because there was no way in hell that I was gonna use up to $40 in tolls my duration of the trip. So this “supervisor” went back and forth with us about how all the information was in the contract and how the woman who rented us the vehicle told us we couldn’t use our own transponder. Which is FALSE! All she said was if you decline to use our transponder, you could possibly incur up to $25-50 in charges when using the tolls without a transponder (which is in the contract). Does that sound like you can’t go out and get your own transponder??? NO! Not to mention, you’re not given the full contract until after you pay and are leaving... so even if the information was in the contract, the rental car company already has your money so you can’t make an informed decision as to whether you want to proceed with the rental before swiping your card. The “Supervisor” that we dealt with is David Cruz. He didn’t seem like an honest person, so I’m not sure if that’s his real name. If he is the supervisor, I recommend the company provides him more training on how to be a supervisor or let him go.
Only thing positive I would say is returning the car was seamless. None of the clowns were there from the other day when I picked the car up. And the shuttle back to the airport was prompt and clean.
Bottom line I would avoid this company at all cost. And for the record we discovered that most of the tolls we needed took cash... so don’t bother getting the toll pass unless you plan to use $10 or more per day in tolls.
Ace car rental at MCO airport (Orlando): The worst ever car rental experience!!!
1- They charge you for a mandatory liability insurance regardless of which credit card you have. I reserved an economy car for $145, but ended up ~$310. Don’t believe their low prices. Their excuse: MANDATORY LIABILITY INSURANCE IS ACE COMPANY’S POLICY!!!
2- I was waiting in the line for 2 hours. They try to slow down the pick up procedure so you don’t have time to bargain about the ridiculous mandatory insurance.
3- Without asking, they charge you $250 deposit.
4- The owner will probably write a short answer to this review and pretends to be nice. To the owner: You charged me $160 more than my reservation’s price. This happened to several people during the time I was standing in the line. You are definitely aware of this systematic problem in your company as all of the agents were doing the same thing. You will absolutely lose your customers if you don’t change this.
After a long day of traveling with 3 kids under 7 we had finally made it to ACE. They provided a shuttle from the airport that arrived very quick after we called. Mary at the front desk was very helpful and accommodating. She made the whole process very easy. We got our car in a timely manner and were on the road quick. Will definitely be using this company when we come back in the spring.
This should actually be negative starts! Run far far away. Shuttle took 45 minutes to come to airport. I was not given the type of car I reserved. Car had soaking wet seats inside and I had to press for another car. I was told tolls in Orlando are no longer cash or change and was forced to pay additional $58 despite telling them I was head out of Orlando and wouldn’t have toll roads aside from one stop. Upon return, every toll on the highway to exit was cash pay. I ask for supervisor and was told I could talk to the billing dept tomorrow. I had to press for his name and he replied it know what you are trying to do.’. He along with another women both told me I’d have no cash tolls and then he denied it. Leo claims he is new and didn’t know. Fraudulent business practices. I videoed my entire car upon pickup and drop off. Videoed then telling me car was in great return condition. Cover yourselves and know it isn’t cheap for a reason. There are loop holes and they trap you.
I rented a mini van for our family vacation and when we finally got our shuttle to the place it was a filthy and the boss was yelling at one of her employees in front of everyone. We waited an hour 1/2 for the mini van that was reserved 3 months in advance. When I asked how long the wait would be the manager was rude and just said that she did not know, no other information was given. When we went for breakfast the next morning the rear tire was almost completely flat, so we had to skip breakfast to find somewhere to put air in the tire. Turned out to be a slow leak and we had to add air every other day. They didn't even say they were sorry for the inconvenience when I told them upon returning the vehicle. Today, I received a toll bill for 2 tolls at 2.50 each and $50 admin fees. I never saw any toll booths, or I would have paid them. They did offer me to pay $9.99 a day for tolls, but I informed them that I would pay any tolls myself. It would have been nice of them to tell me that there was an electronic toll going to the rental place and coming out of the rental place. Never again, will I rent from this place again!
It was the worst car rental experience of my life. It all started well I got a car a class higher than I ordered for the same price. I got a very dirty car under the dirt there were no visible minor scratches. when he returned the car immediately strange situations began. the girl who took my car as if she knew where he had minor scratches. she quickly found small scratches under the dirt, it is not clear how))) I was informed that they keep a deposit of $ 250. They didn’t even ask me what kind of insurance I had and where I did it. As it turned out, when registering a car, I took into account all possible insurance. making sure that I did insurance with them they did not take a deposit from me. then then I looked at the bill that they gave me for renting a car, I saw a lot of obscure positions that I paid and I was not told about them. In addition, the invoices that were provided to me were a completely different car plate number than the one I rented. I already noticed this later. they take advantage of the fact that people are in a hurry on a plane and I don’t have a desire to interfere with some subtleties when returning a car. My advice to all people to never use this car rental location ....
I did not experience the customer service I was expecting based on your reviews.
I arrived at the office which unfortunately was very dirty and unkempt, to find four people in line. I waited one hour and twenty minutes to speak with an agent. The agents were moving slowly because they were not accepting any of the documents I or the guests in front of me were providing. The three agents were not sure what to do with the standard auto insurance declaration cards we all presented. They insisted that guests would have to step aside and call their insurance companies or purchase the full coverage the agents were offering. Unfortunately this felt very much like a ploy to get us to purchase extra insurance.
I showed the agent my insurance declaration card and it wasn’t until I pulled up my private account information in my phone that she was satisfied. I have rented with many car companies and the standard across all of them has been to accept the standardized documents we as customers are provided for this purpose. If your company policy differed from the industry standard, we should be made aware, and a better solution for processing guest should be found.
The agent asked questions about my personal finances which I found to be a violation of my privacy such as “is your car fully paid off or do you owe money?” I found this inappropriate.
The vehicle itself was fine and as advertised. The car was clean, new and reliable.
After returning the car I received an invoice which included a charge for “early termination” and a second charge for “late fee”. While I’m not sure how these are both possible on an invoice, neither should have been there as I returned the car at the scheduled time.
I cannot recommend your company and feel the need to post my reviews.
I hope that you will find this as one customers thoughts, and take them in order to improve your customer service in the future.
Management has changed I am guessing because I had a WONDERFUL time renting from here.
I did have an issue with a shuttle bus which was NOT their fault at all. But they still upgraded me to an Amazing dodge charger, and paid for a full tank of gas. Customer service here was through the roof. Thank you so much to the folks who helped out.
I would not recommend ACE to anyone! I was traveling out of state and booked a rental car with Ace through Priceline. By the time I got the the counter at the Ace the total price for the car had gone up $200 from what I was originally quoted. There documentation requirements are far more strict than any other major rental car company I have ever used. Best advice, stay away.
The ACE car rental facility is off site from the airport. Be prepared to wait a long time for shuttle service. They charge a flat rate per day of $9.95 for tolls, but we did not see a Sun Pass decal. We have no idea if we were really legal. If you are going to Disney area, there are very few tolls; we recommend packing some quarters and ones and pay on your own. The vehicle was not clean, and it took several minutes to do a walk around because it had so many dings and dents. When visiting Orlando again, we will make sure we use a rental company at the airport. They also hold a $250 deposit on top of the full charge for the rental. That is a lot. Not the best experience, for sure. All that said, with toll fee and the rental fee for six days was $275...a lot higher than the $17/day they advertised.
Purchased recommended insurance when I rented the car online, and was told at ACE when I picked up the car it wasn’t the right insurance, and had to purchase over $100 in insurance there in addition to my insurance. And then she tried to sell me a $110 dollar toll pass, they are definitely taking advantage of people there. Just pay a little more for a better car rental place.
Worst rental car location. They force you to add insurance u less you have it on your own ins. Can’t be waived. Took forever to get my car!!! Much longer then 25 minutes. and to top it off didn’t have the type of car I rented. They ran out of standard size cars!?!?! Just noticed a charge 2 weeks after my visit to my credit card. No email or notification, just a charge. I’d give negative stars if I could.
The timeline during my pickup was the worst thing about this process. The time from arriving at the pickup location at the airport to actually getting my car was an hour and 45 minutes. The drive from the airport to the rental location is no more than 10 minutes, which equates to a very long wait time with a bunch of grumpy people in front of me. The front desk personnel assured us that our wait wasn't that bad compared to past waits, which doesn't seem like a positive thing for them to mention.
It did not seem like the check in process was very efficient. The front desk personnel were frequently attending to other tasks associated with your rental away from the desk which just adds unnecessary delays. There should be other personnel to tend to the vehicles instead of my front desk personnel having to personally check on my car. It would make the line move faster.
Returning the car was a simple process and the shuttle was immediately available which was great! This is the only reason this isn't a one star review.
Overall, the prices are very cheap and I understand why. If you value your time, pick a rental agency actually located in the airport.