Terrible. They cancelled 12 hours before pickup.
I had a reservation to pick up a vehicle at Ace Car Rental at LGA on June 7, 2025. When I got to location via airport shuttle to pick up the vehicle I reserved, they told me my reservation had been cancelled and to call customer service. Customer service said they cancelled the reservation but mistakenly did not contact me. The supervisor of the representative offered me a “deal” to pay 100.00 more for my reserved vehicle, take it or leave it. Terrible. I decided to make a reservation with Alamo and was completely satisfied.
We had to figure out that you have to call the Ace customer service number to get a shuttle from the airport, only for us to be shuttled to a hotel where the Ace counter is inside, where we waited for 30 minutes at 10pm at night for no one to show up. We called repeatedly and no one answered. We called the customer service number for Ace and they could not reach anyone. We ended up being stranded at the hotel we were dropped off at and had to get a hotel overnight even though we were supposed to be driving out of town. The Ace owner called me and woke me up at 12:40am. I did not answer. The next morning we had to pay for an Uber across town to rent a car from enterprise. They did not have any available but gave us one anyway. The Ace owner, Steve, continued to text me over and over to apologize and try to make up for it but it was too little too late. It had already cost us a night in a hotel and missing seeing friends who had to leave Saturday morning. In addition to all of this, the Ace helpdesk was left completely unmanned with the lockbox for the car keys hanging wide open as well as the computer screen unlocked with customer information available to anyone who walked by. We spoke to a hotel employee who said they had never seen an Ace employee at that desk during any of their shifts, but had seen people come to get a car and have to get walked through, over the phone, how to check themselves out on the unlocked computer.
Terrible. I was scammed by the agent into purchasing insurance. He said it was required and then I found out it is not. I called their customer service and they wouldn’t help. So I won’t use Ace again because they are scammers.
When I booked the car through Kayak, it was quoted as $7/day for 5 days, and with extra charged came out to $72, which I thought was reasonable so I booked. Turns out at the desk, after you’ve checked out, they hand me a folded invoice with a surprise additional charge of $91. When I questioned this they said it is a mandatory liability insurance charge. I was furious this was not included anywhere in the quote when booking the car. That charge is triple the actual cost of the daily rental. Why would ACE/Kayak not include that insurance charge, that makes up the bulk of charges, in the booking process when they include all the other mandatory fees? This is deceitful and predatory, and I was forced to pay more than double the price Kayak quoted. I’ve reached out to ACE and of course they haven’t offered any apologies or refunds. Apart from all that, the car wasn’t great. It was old with over 40k miles, no extra features, ands the seats were all stained.
Great
