ACE Rent A Car Reviews 

I was in town for a convention. I rented a car while at the airport, and paid with my debit card. When I arrived at the off site location to pick up the car, I was informed the was a $300 deposit. I was shocked to learn ACE was keeping my deposit for a cleaning fee. They returned $5. They sent pictures of a 5 minute vacuuming job. Do not rent here and expect your deposit returned. They don't disclose the deposit at the time of payment for the rental on priceline. It's a bait and switch when they have driven you away from the airport in their van. You will learn about the deposit at the lobby. Beware.

I am unhappy with the lack of transparency in pricing. My confirmation showed $225 due at the counter, it ended up as $600+.
I had been traveling all day, was tired, hurried and trapped at the ACE building at the Denver airport. The clerk walked me through the pricing quickly and there I was with nearly 3x what I had expected so I could go on my way. I would not recommend this car rental.

I booked my rental through Priceline and paid $337.98 upfront for a reservation that clearly stated unlimited miles and all taxes and fees included. When I arrived at Ace Car Rental, they told me my voucher was only worth $301.72, even though that's not what I paid.

I did choose to add the prepaid fuel option and the fast-track service, so I expected those charges. However, the representative also tried to sell me insurance. I explained that I already have my own auto insurance and that my credit card provides rental car coverage. He then told me it was a state requirement to purchase their insurance. Since he made it sound mandatory, I reluctantly agreed. After researching it afterward, I found out that it is not a state requirement. I feel I was misled into buying coverage I didn't need.

On top of that, I reserved a full-size sedan but was given a crossover instead.

To make matters worse, I was charged additional airport fees, taxes, and other charges despite my Priceline reservation stating that all taxes and fees were included. Priceline says they sent Ace the full amount I paid, while Ace claims they didn't receive it. I don't know who's telling the truth, but I shouldn't have to pay the price for that disagreement.
I chose Priceline because I expected they partnered with reputable rental companies. After this experience and reading so many similar reviews, it seems these kinds of issues happen far too often.
I've rented from many different car rental companies over the years, and I've never had an experience like this. Between the misleading insurance claim, the unexpected extra charges, and not receiving the vehicle I reserved, this was by far the worst rental experience I've had. Be warned—you may end up paying much more than the advertised price.
I've contacted both Priceline and Ace multiple times trying to get this resolved, and all I've gotten is the runaround. Each company points the finger at the other instead of taking responsibility or providing a clear explanation. As the customer, it's incredibly frustrating to be stuck in the middle with no resolution.

Their business model appears to rely on charging customers who decline their in-house insurance because they have already purchased comprehensive cover through the booking website.

Unfair Deposit Charge for Pre-Existing Wheel Damage

Charged 2,450 PLN from my security deposit for damage that was already present before I collected the vehicle and is clearly visible in the company's own pre-rental photographs.

I strongly urge anyone considering renting from this company to think very carefully before doing so.

My experience was unacceptable from the moment I collected the vehicle. I had booked a higher-category car but was given a lower-category vehicle instead. The car was also handed over in a dirty condition and had clearly not been properly cleaned.

During collection, I was repeatedly pressured to purchase the company's own insurance, despite already having comprehensive insurance through Booking.com. The customer service representative insisted that my existing cover was not recognised and continued trying to sell me their own policy. This gave the impression that customers who decline their in-house insurance are treated differently.

I returned the vehicle professionally cleaned and in significantly better condition than when I received it. Despite this, I was later informed that 2,450 PLN would be taken from my deposit for what was described as a "microscratch" on one of the alloy wheels.

I immediately reviewed the company's own pre-rental inspection photographs and found that the alleged damage was already clearly visible before I collected the vehicle. The mark can be seen in Image 55, timestamped 06/07/2026 at 10:08, proving it existed before my rental commenced. The company's own evidence completely contradicts its claim.

The most disturbing part of the experience occurred during the vehicle inspection. When I challenged the allegation, the customer service representative stated that, depending on the angle from which photographs were taken, more scratches could be made visible. She threatened me to accept or she will show more scratches ! I found this statement deeply alarming and intimidating. It suggested that damage claims could depend on how photographs were taken rather than on the true condition of the vehicle, seriously undermining my confidence in the fairness and integrity of the inspection process.

I have formally disputed the charge and requested that it be withdrawn because the company's own time-stamped photographs clearly demonstrate that the alleged damage pre-dated my rental.

Based on my experience, I am left with the impression that customers who decline the company's own insurance are at risk of being subjected to questionable damage claims. This is mentioned in many reviews across the web. I would strongly recommend that anyone renting from this company carefully examine every pre-rental photograph before leaving the premises, as the company may later attempt to hold customers responsible for damage that already existed.

This is, without question, one of the worst car rental experiences I have ever had, and I will continue pursuing a full refund of the deposit together with appropriate compensation for the significant distress and disruption this has caused.

Update: The company charged of 2,450 PLN for pre-existing wheel damage that is clearly visible in its own pre-rental inspection photographs. The Price of the New Wheel in 700 PLN. How dishonest and disguasting.

And the responses you get from them even on the review does not worth looking at, this representitive definitly knows that I have reached out for them and they do not response.

I have know triggered Section 75 chargeback on my credit card under consumer Credit Act 1974 where they will have no choice but respond to the dispute opened by my credit card issuer.

This is the third time I've received the same answer without a solution.
As requested,last week I have already provided by email all the documents and information required to process this matter.

I have not received any confirmation, proof, or official documentation confirming the refund of the €2,000 security deposit that was pre-authorized for my car rental.
On the contrary,the 2.000 euros has been invoiced on my JUNE VISA statement

This has been one of the most unacceptable experiences I have ever had with a car rental company.

Ace Rent a Car required a **€2,000 security deposit**. Because the deposit **was not released within the agreed timeframe**, the charge was **posted to my credit card account**, and I had no choice but to **pay the full €2,000**.

I have since received **written confirmation** stating that the deposit was released. Yet **the money has still not been credited back to my credit card**, despite the fact that the promised timeframe for the refund has already expired.

I have repeatedly asked for a clear explanation, evidence that the refund has actually been processed, and a specific date for the reimbursement. None has been provided.

Keeping a customer's €2,000 long enough for it to be billed and paid, then claiming in writing that it has been released while the customer still has not received the money, is completely unacceptable.

A written confirmation does not return the money. The only thing that matters is that the funds are actually credited back to the customer's account—and that has still not happened.

I will never use Ace Rent a Car again and cannot recommend a company that handles customers' money this way.

Iam very unsatisfied with my car rental service, I have not received my rental deposit back in to my debit card, I have been calling to rectify the issue, but i have not been able to get hold of an agent, the agent that picked up did not solve the problem and was rude on the phone, I emailed their billing department , still waiting for a response to solve the issue, so I can get my money back.

I rented a car for 5 days at Gdansk airport. After return i received a damage claim on some minimal scratches that were difficult to distinguish between dust.
I feel scammed. My impression is that ACE at Gdansk Airport tries to lure customers with low rates and tries to make up with claims afterwards in order to keep the deposit. I use rent a cars a lot - but i have never had such a bad experience.

i booked a car via the website vip cars No G1986989 for an tucson or similar for 389.48UD $ and when i returned the vehicule ACE rent a car charged me 548.88 UD$.
ABSOLUTLTLY NEVER RECOMMANDABLE WEB SITE RESERVATION AND ALSO ACE RENT CAR.
I made a complain and nobody replied me ! Very horrible service

I made a reservation for a family car in December '25 and paid for it, including insurance, for 4 weeks. When me and my family arrived at the airport, the contact person was not there. I called the phone number that was mentioned on the document, but nobody answered. Tried it a few times, no result. Then I called he U.S. office. After a long waiting time my call was forwarded to a person who was not involved in any way, living in another country. I tried 2 more times, without a good result. This company is a scam. Don't rent a car here. I feel stupid I didn't read the reviews before. We took a taxi to the hotel and called again. They 'created a ticket' for Customer Care, but I didn't get an confirmation email. I rented a different car to continue the holiday with my family, which was quite expensive at the spot. Don't rent a car at Ace. Don't rent a car when there's no physical office of the company at the airport.

I had a very frustrating experience with this rental. I waited over 30 minutes in a very long line, only to be told that they didn't have any vehicles available.

My reservation was specifically for a minivan, but the employee told me they never have minivans at this location. If that's true, why was I allowed to reserve one there in the first place?

Their solution was to transfer my reservation to another location that was about an hour's drive away. They gave me a 10% discount, but that did not come close to making up for the inconvenience, wasted time, and the additional travel expenses I had to pay out of my own pocket to get to the other location.

On top of that, I was told I was required to purchase their additional liability insurance, which cost $30 per day. This added several hundred dollars to the total cost of my rental. (The $30 per day charge was also significantly higher than the typical cost I have seen for similar coverage.) In my past experience renting vehicles from other companies, liability insurance was always optional, and my credit card rental coverage was enough. I have never been required by another car rental company to purchase their liability insurance in order to rent a vehicle. Being told that this was mandatory left me with no choice but to pay an unexpected extra cost.

Overall, this was a stressful and disappointing experience. Poor reservation management, long wait times, unexpected required fees, and the inconvenience of having to drive to another location made this one of the worst car rental experiences I've had. I would not recommend this company.

Unfair Deposit Charge for Pre-Existing Wheel Damage / False Damage Claim Against My Deposit
Charged 2,450 PLN from My Deposit for Pre-Existing Damage that is visible on their pre-rental images

I would strongly advise anyone considering renting from this company to think carefully before doing so. Avoid at all cost

From the moment I collected the vehicle, the experience was disappointing. I booked a higher-category car but was given a lower-category vehicle instead. The car was handed over in a very dirty condition and had clearly not been properly cleaned. During collection, I was repeatedly pressured to purchase the company's own insurance, with the customer service representative insisting that they did not recognise the comprehensive insurance I had purchased through Booking.com.

Despite returning the vehicle professionally cleaned and in better condition than when I received it, I was later informed that I was being charged 2,450 PLN for what was described as a "microscratch" on an alloy wheel.

I immediately reviewed the company's own pre-rental photographs and found that the very same mark was already clearly visible in Image 55, taken on 06/07/2026 at 10:08, before I had even collected the car. I also have my own photographs and videos documenting the condition of the vehicle.

The most disturbing part of the experience occurred during the inspection. When I questioned the alleged damage, the customer service representative told me that, depending on the angle from which the photographs were taken, more scratches could be made visible. I found this statement deeply concerning and intimidating. It left me with the impression that the outcome of the inspection could depend on how the vehicle was photographed rather than on its actual condition, which seriously undermined my confidence in the fairness of the damage assessment process.

I have formally disputed the claim and requested that it be withdrawn, as the company's own evidence demonstrates that the alleged damage existed before my rental began.

This was, without doubt, one of the worst car rental experiences I have ever had. I hope the company reviews its procedures to ensure that customers are treated fairly and are not held responsible for pre-existing damage.

Further details and updates:
Charged 2,450 PLN from My Deposit for Pre-Existing Damage that is visible on their pre-rental images

Even ACE’s own main office response attempts to portray the Gdańsk location as “independent”, despite the fact that it trades under the ACE name and branding, and despite ACE being able to access the complaint details and related documentation. Their response itself highlights the inconsistency in their position. Please see their response below.

AVOID THIS RENTAL CAR COMPANY and partner especially OSEK rent in Poland . They took my full €1,200 deposit because I was not physically present at drop-off (early because of flight time). Their “evidence” was 30 pages of poor-quality photos showing no clear new damage—at most possible mirror marks that could be dirt or pre-existing scratches, the car had a lot of small scratches at pick up as shown on photos.
I disputed this charge directly with manager Mateusz at the Katowice location without any success, not willing to recognize any wrong doing or refunding part of the deposit. In order to get my deposit refunded and seek compensation, I am now starting legal proceedings over what I think is a fraudulent practice. Had the same experience? Comment or message me so we can share evidence and legal or consumer-protection channels.

Eateban very helpful and professional

Michelle was amazing !! Patient and very helpful! will be back

Scammers at Tirana airport! They charge you €440 for invisible damages. We literally were not able to see the scratches this man was talking about. Also he couldnt provide prove that these were not on the car before we took it. He wanted to charge us for two more so called scratches but luckily we took photos of those pre existing before driving away with our car.
Horrible Horrible experience. The men working at the desk are rude, slow and sexist.
The lady who checked us in upon arrival was quite friendly.

We want our money back.
This is so rude I have no words for this. Making up damage because we are insured by Booking.com, so they will pay. Putting costumers onbthe spot to pay whilst they need to go to the airport to get their flight andere depending on their shuttle bus

SHAME ON YOU WITH YOUR SHADY BUSINESS

ACE77692982

DO NOT rent from this company. Their negligence and lack of safety for their customers almost put me and my family in a very dangerous situation. They rented us a car that had a tire that was so bald on the inside that the metal was sticking out of it. It formed a bubble on the tire and almost exploded. I had to use my own insurance company to swap out the tire because they wouldn’t do anything about it. But then had the nerve to charge me an extra $121 for a new tire. I’ve got pictures and video proof. This is the most negligent company I’ve ever dealt with. STAY AWAY!

I rarely leave negative reviews, but I feel obligated to share my negative experience for other customers to be extremely careful when booking with ACE.

I booked a rental for about $113. At the counter, the agent casually said he was adding an additional driver “so both of you can drive.” What he did not clearly explain was that this would cost $119.92, which is more than the rental itself. Had the price been disclosed, I would have declined it immediately.

I also informed the agent that I had rental coverage through AMEX. I was then sold an additional $183.92 liability product in a way that made it sound required because I do not have personal U.S. auto insurance. Only later did I discover that the contract itself describes this coverage as OPTIONAL.

When I questioned the charges upon returning the vehicle, another employee advised me to contact customer service and specifically told me that the counter area had audio/video recordings that could verify exactly how these products were presented.

I referenced those recordings in my complaint and requested a review. Customer service never addressed that request, never confirmed whether recordings existed, and ultimately stopped responding altogether.

The car was fine. My issue is with the sales process, lack of transparency, and the complete lack of follow-up when I tried to resolve the matter professionally. To this day I have not received any responses from ACE.

Please be careful and read every little line before signing and ask for the exact dollar amount of every add-on.

Based on my experience, I would absolutely not rent from this location again.

Key drop off system just allows ACE Krakow to pull an absolute scam on customers. I used other companies before (Keizenrent and Carfree) and never had an issue with the state Inreturn the car in. Inalways take the car to a car wash myself prior to returning the keys and give it a hoover inside.

ACE charged me 947PLN (just under £200) for a repair of 3 alleged scraches. 1st scratch is clearly visible on the images before I was handed the keys. 2nd scratch can be barely visible in the picture due to water/splash dust marks. 3rd scratch is on the plastic wheel trim cover. There is absolutely no chance buffing any minor scratches would cost £200, especially on a plastic trim.

I have sent 3 emails already asking for itemised receipt for "repair" they carried - not even acknowledged. Wondering why... I higly doubt car went to the garage for "repair" at all. Customer service on ACE main websites states they can't help as those issues are dealt with locally - well, that's handy.

Just avoid ACE Krakow, but if you still go with them, do not use key drop off system. Hand them over to staff member and go through car checks with them. Hopefully this will save you time and money.

I am aware ACE doesn't want to have anything to do with the complaint against branch at Krakow Airport and I have sent multiple emails to cs@osekrent. There is no reply till this day. Not even acknowledging the complain. Nothing.

Renting at Atlanta - front desk person flat out lied that I needed to pay for comprehensive insurance to rent car, since credit card only covers collision. Not really knowing for sure, and not being pressed by any other car rental place about this ( usually use budget or avis ) I had to agree to get the car. After signing I did check and if you have comprehensive on your auto, it carries over to rental. So I did go back to counter same day and was unsuccessful getting charges reversed. A "review" of security footage didn't back my story, - not sure how this conclusion was reached without sound. manager was a little helpful and said we would have to do a new contract and we would lose what we paid Priceline - at this point I gave up, just wanting to enjoy our vacation - expensive life lesson!. So - bottom line - be ready to show proof of your home auto insurance and be "weary" of lying front desk people- they must get a commission for adding on unneeded charges. - hopefully the return will not incur any new charges.