Horrible experience. Will never rent from them again. Even after saying no to insurance coverage, they still charged for it. They never asked us to show the proof of insurance. When we contacted customer support they refused to take down charge because they didn’t see proof of insurance which we were never asked to provide. Never use them again
The customer service can be 10x better.
The service during pickup was not good. The customer service representative was very aggressive and tried to get us to buy more insurance through ACE although we purchased additional insurance through Kayak for this rental and told her this. She also tried to get us to buy a policy ($15/day) to cover tolls in Denver and the surrounding area, warning us if we didn't, they'd charge us $50 plus all the tolls. We told her we weren't planning on being in Denver for more than a day and she said 'you're just not getting the math. This will save yo money.' However, we soon discovered toll roads (or express lanes) are completely optional (and rarely save any time) in Colorado. It was very deceptive and she was not friendly. Also, we booked an SUV and the car we got hardly qualified as an SUV and was not great at handling the roads/elevations in Colorado (it was more of a city car). I'll never use ACE again.
I was not allowed to pickup a vehicle as they said it couldn’t be driven out of state. This was never mentioned at time of reservation. We asked for a refund which I have yet to receive and will probably never receive. I would never ever recommend ACE even to an enemy. We had to make a sudden change for Enterprise and they were very helpful and Enterprise even gave us an upgrade. Avoid ACE if at all possible, they may have cheaper rates but the service is horrendous, and they still owe me a refund. Buyer beware read the fine print online always. We originally went through Kayak, which then connected to Expedia, and finally to ACE. ACE and Expedia both have said they can’t give me a refund for services they never provided. I feel robbed and this ruined an already somber trip for a memorial service for family. Thanks for taking our money for nothing you thieves. Never again! Worst rental experience ever, and I’ve even driven a rental years ago from a major chain that had dog hair and urine in the back hatch area. ACE Rental Car is hands down the new winner for number one worst rental experience ever. And I didn’t even touch keys for one of their vehicles because I never picked one up, we asked for our refund in person at time of pickup. Give me my money back you evil people! A good company would make this right. All I’ve gotten is the runaround and rejection emails blaming me or the other company either Expedia or ACE. You need to make your contracts more clear so people know the rental is only allowed to travel within the state rented. I can understand not driving out of the country, but sorry we mentioned we were going out of state, we could have lied and you would have likely tracked us by gps anyway and screwed us over even worse with some stupid hidden fee. Thank you so little for the added stress financially and mentally. I hope you go out of business! The people of Denver don’t need more crime! D O N O T R E N T F R O M A C E
Good vehicle.
Ít should not charge in case of extension within 2 hours like we have been offering by Thrifty and Dollars
