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.
For the price I paid, I could not believe that it was even possible to have such a positive experience. Rental process was smooth and easy and so was the return process. I would definitely try ace again in the future.
Overcharged for liability wasn’t mentioned at time of booking…not the first time I rent a car but the first time I’m FORCED to pay for something I’m not sure I really needed.Lady at the counter was aloof and uncooperative truck was good but won’t use ACE again
Great
This experience was disappointing from start to finish. The car provided was in poor condition, clearly overdue for retirement. It was riddled with dents and scratches, but the most concerning issue was that the car shook dangerously when driven above 60 mph. This made it impossible to maintain highway speeds, extending my commutes and making them both uncomfortable and stressful. While the staff were generally friendly, they offered no real solutions. It took me nearly three hours and seven attempts to reach someone on the phone. When I finally did, their suggestion was to drive over 2 hour back to their location on my family vacation (a trip made even longer and riskier due to the car's issues) so they could inspect and potentially exchange the vehicle. Worse, I was told I would have to pay for a replacement until they confirmed the issue. They also provided me with a vague email address to contact for resolution, but it’s been four days, and I’ve received no response or update regarding compensation. Upon returning the vehicle, I was given the same generic phone number and email address (allegedly for the owner, Marco) with no additional options, no apology, and no compensation for the inconvenience. As a frequent traveler, I have plenty of rental car options, and I will no longer consider Ace Rental in the future. This experience fell far below acceptable standards.
The rental smelled so bad like a rotten milk smell. I suspect the never changed the cabin filter. The get ridiculous with the unchanging and fees.
