ACE Rent a Car

If there was a rating of less than 1 star, I would give them that.
DO NOT RENT FROM THIS COMPANY. I will share my experience, but I assure you that while we waited, and waited, and waited for the shuttle and the car at the counter, we heard the same story from other customers waiting with us.
The first problem is that they tell you you take a shuttle to the car rental facility to pick up your car. That’s a lie. You must take a shuttle to the car rental facility, THEN you must find a courtesy phone and call the office for a shuttle to their offsite office and prepare to wait a LONG time for this.
IGNORE the answering machine message that tells you their shuttle comes to the bus stop outside the car rental facility every 10 minutes. That’s a lie as well. Bypass the recording (the recording is all you ever get because NOBODY ever answers the phone) by pressing «0» during the message and you MAY be lucky enough to talk to a real person and get them to send you a shuttle to bring you to their office where you will wait a longer period of time and be treated rudely when you complain that you waited 40 minutes for a shuttle that their message claims comes every 10 minutes.
Our plane was delayed so instead of landing at midnight, we arrived at 2 am, so every additional delay and difficulty with this sketchy business made the experience even worse. Waiting for 40 minutes at 2 in the morning was dangerous and difficult. Spend the extra money and work with a reputable business instead.

**RENTER BEWARE**
I rented a car from the location right outside of Ft Lauderdale Airport, & I was mislead by the used car salesman behind the counter, Neil. He said that it was mandatory by the state of Florida to add the partial damage waiver to my rental. I asked him 3 times «Do I absolutely need this additional insurance?» & he said yes, each time. I come to find out that I did not need this additional insurance. I fought this with my CC company, & because I signed off on it, I had to pay this. I have now cancelled my credit cards, as well as my bank account w/​Capitol one for this matter. So now, since I will NEVER use this rental company ever again, I will now let everyone I know, & write this message on every social outlet I can find, because of the shyster you have hired & trained behind your counter. I hope he enjoyed the commission he made duping me. Do not contact me unless you plan on sending me back a check for the $ 71.94 you took away from me.

Avoid like the plague! Yes they’re cheap but only in terms of currency.
Let’s start with pick-​up.
Fort Lauderdale international has a three story building dedicated to rental car desks. Every rental car company, and I really do mean EVERYONE, has a desk here — that is everyone except ACE.
I booked through Priceline and after being unable to find an ACE shuttle after waiting outside in the cold for 30 mins I checked my reservation info for a phone number. Good luck with that. I found a number from my own research but it was for their national «help» center. They were unable/​unwilling to give me a direct phone number to the FLL pick up location and when I inquired as to where and when I could find a shuttle (you know, moderately important nuggets of Intel) I was told, «I’m sure it’ll be by there soon.»
Just peachy.
After asking one of the airport workers for assistance we finally managed to track the minivan down.
At the location, where the REAL fun begins, just be prepared to wait, a lot — and then relish then relish the reenactment of renting a car in 1982. Five employees present, one person working, zero organization. If I thought making a direct address to management would help, if’d do it here — but there IS no management at ACE.
Oh the joy.
Last point on pick-​up (I promise) — check the gas level of the car they assign to you as their general practice of checking FULL without evening looking is something that I’m sure many unfortunate first-​and-​last-​time clients have regretted not validating before leaving the lot. Mine was a third full but I caught it before racing out of that intelligence vacuum at warp speed. I informed the nice lady who was simply saturated in customer service training about this unspeakable oversight and after staring at her four one-​quarter tank options for (and i’m not joking guys) for no less than 30 seconds — she proceeded to check «HALF.» I left before 911– arrived.
The marvel that is ACE drop off.
Firstly, PLEASE PLEASE allow NO LESS than 2 hrs from the time you anticipate getting the car back to their lot and the time you need to be at the airport — and NO I am NOT exaggerating.
There is no such thing as a conventional, 21^st century «drop off» at ACE — just a slow and torturous descent. ACE’s version of pulling up, stepping out and having a guy quickly scan your vehicle’s mileage, fuel level, and general condition before punching intel into a palm device and setting you free as more of a catch and non-​release event. Why would you wanna leave — where could you POSSIBLE be in a hurry to go?!
Understaffed, unorganized, and uncommitted is the best way to highlight the experience. They are so slow at processing returns (I say they but really it’s entirely one lady — inside, at the desk. And yes folks, in case you’re wondering, it is the one and same savant check-​in agent who was so good that they doubled her duty) that the folks who are sitting on the airport shuttle/​mini van waiting for it fill-​up (ACE won’t leave until it’s full) started to get OFF and order cabs, Über, Lyft etc to get to the airport on time.
And this brings me to my last point with respect to check-​out. Be darn sure you have the resources to make your own way back to the airport if (make that WHEN) they screw you over and leave you hanging due to their complete inability to manage their own business.
I can tell you that I did save approximately $ 100 on my 6 day rental by using ACE over the next cheapest competitor (actually minus $ 12 from this number for the cost of the Über I had to book to get back and not miss my flight — yes it happened to me this morning), but the cost you pay in time and frustration don’t even come close to justifying this ‘saving.‘
Save yourself the stress, go with one of the majors where the shuttles run often (and they have more than a fleet of one and employ drivers who don’t lose the keys of returning customers and then blame the customer and refuse to check them out — not even going there) and that actually have even heard of the term «customer service.»
First and last time ACE — you utterly blew it.

Disappointed that car rental company wanted to charge us $ 25 for sand in the car. Most other car rental agencies would consider this normal wear.

I would pretty much give a 0 if possible, worse customer service ever, upon arrival they overcharged my card «by mistake» 100 $ and only to make a refund once i notice the overcharged, well taking in consideration I’m on vacation every penny i have it’s for my enjoyment so now i have to wait for the return wich takes up to 14 days, well after leaving i called to extend my rental and got hang up over 10x and every time i call and ask to speak with the manager guess what?! There it’s no manager available ever so if you wanna waist your time and money feel free to use them i will never do business again first time and last for sure

I agree with these reviews. I can’t believe they’re still in business. They’re not self insured so if you don’t have car insurance you HAVE to purchase through them. It’s not cheap either. The woman at the counter said «it’s on their website». I checked the website afterward and it was very difficult to find that information and definitely NOT written outright and clear.
I arrived at night and they didn’t do a walk through for damage. They said to look the following day during the day time and call if I notice damage. I do want to report issues with the car but they do not pick up the phone! Now I am looking to just cancel this and book with another company!

Yep all these reviews are correct. This place is terrible and the staff is not nice either. Seriously it is worth it to pay just a little more and not have to deal with them. We should have read reviews about this place before we rented. Don’t rent from these guys

Considering renting a car from ACE for your next trip? What a great idea! They offer CONVERTIBLES at UNBELIEVABLE rates, and being that they work with Expedia, what’s to worry about? They even throw in at no charge a scenic offsite bus tour to the exotic ACE makeshift structure.
It was supposed to be so cool! But due to a fantastic coincidence where the other customer did not return the vehicle when he was supposed to? Our dream of steering a convertible in sunny Florida was erased. But then, something incredible happened. Because ACE felt so sad about our misfortune? They did something for us that I still have to pinch myself to believe.
Cut to: Schlub family happily driving off ACE Rent a Car lot onto 95 on-​ramp in a hot maroon Nissan Altima.
Okay?
And in keeping with the ACE brand of customer service? The lady did say that if the original car was returned at some time in the future, we could actually return to 2330 S. Andrews Ave, and things could be like they were supposed to. But at that point, we were all so tickled by the concept of driving a Nissan Altima in sunny Florida, that although on the outside we just politely nodded, on the inside we were like, «yeah right!»

PAY THE EXTRA MONEY AND RENT FROM ANOTHER COMPANY
The worst car rental I have ever experienced. Avoid renting from this company. I booked the car over the phone because of the great pricing but the representative failed to inform me completely of all the extra costs (and I asked if there would be any hidden costs). When I got there in person to see if I could resolve this it was the shadiest place ever. Then I explained to them what was going on that I would like to cancel my reservation because of the ridiculous amount of extra costs all they did was make me call a customer service number. Ummmm aren’t you customer service sitting behind the desk? Anyways, when I called I was treated so disrespectfully and they gave me absolutely no options so when I asked to speak to a manager I was told there was none and would have to wait until the next day to file a complaint. I am a very calm person, I do not raise my voice and am not one to complain and they still were rude, disrespectful and even raised there voice at me. I ended up just taking the car and paying the extra costs so that I would not have to deal with them any longer. As I was walking out an older couple was returning their car discussing how they would never rent from this company again. That makes two of us buddy

THE WORST CAR RENTAL IN THE COUNTRY !
I got a good deal thru work and went with it.
NEVER EVER AGAIN !
Disgusting !
Not at the airport. Shuttle stunk. One obnoxious woman at the counter. Dozens of people complaining.
It is a horrible experience in every way imaginable!
Stay far away !

Avoid this company. It’s a hopeless company. We booked a car and they promised unlimited mileage. Then they said its not their company policy. You cannot trust this company. When we went there we thought it was a shady company. After they went back on their deal we knew it was not a decent company. we saw a lady who was fighting with them. Disgusting … will never ever go there…
If there is a negative rating I would have gone for that…
Avoid this company

The people who work here seem pretty nice, but every aspect from rental to return is a nightmare. Two shuttles, both overcrowded, an hour and a half wait (at midnight!), and the same BS to return the car (albeit not as bad for sure).
When we dropped the car off a woman was smoking outside and screaming in her cell phone, «NEVER AGAIN! I’ll pay the extra money.» This woman clearly knew something we didn’t.

We left with out a car. When I walked up to the counter Caribe showed his lady coworker the amazing way he screwed the guy before us over on charges. The they started with us asking for us to sign a form that was basically illegal. Then telling me the fee was more then we were quoted and I had the quote. Again Caribe said charge her more then.
Unbelievable a company like this can stay in business.
Terrible Terrible Terrible, Run away

I flew in to Ft Lauderdale. I thought Ace would be a easy find… wrong. We had to catch a bus to where Ace shuttle picks up. We stopped where all the rental companies are… I was wrong. You have to walk to shuttle pick-​up area. You have to call Ace once you are at shuttle pick-​up.
We drive out of airport and you think its around the corner… I was wrong. We get to Ace. I check in. A $ 20 a day car with other fees originally cost me $ 50. After insurance my two day rental went to $ 94…I was wrong again. I am returning the car today and am not surprised if they charge me for milage. You are better off going to a national company. Makes sure you are aware before deciding on «Ace Car Rental.»
Mr. Disappointed

Some of the highlights of my experience with this amazing company:
— I was renting the car for a day. Flew in for the morning; flew out that night. The agent insisted that I provide the name of the hotel I was staying at. We had a hilarious, escalating multi round exchange where he repeatedly asked me for a hotel name, and I repeatedly told him I was only in for the day. It ended when another agent finally calmed him down.
— asked me to sign a form indicating there was no preexisting damage without having a chance to actually see the car. They told me they would not let me see the car till I signed it.
— asked me to sign a form releasing them without exception from any and all liability. They said it’s because they have no insurance policy to cover that type of thing. After starting to sign it, I realized what it was so I tore it up. The guy then yelled at me for tearing it up.
— after I walked out and decided not to rent, the guy chases me down on the sidewalk as I’m waiting for my über, where he alternated between pleading from me to rent the car, and yelling at me for leaving.
So… I spent about twice as much on an Über and am now going to have to dispute the charges. Still totally worth it not to work with them!

This company has no respect for customer service! They are only out to rip you off! They charge you huge fees for tolls and other things they don’t tell you about while sighing up… read the the fine print… right
Will never rent from them again and suggest no one else does… and the owner just wants to make excuses… bad business fix your issues or stop ripping people off

Never again! Terrible shuttle service, we waited over 45 minutes for a shuttle, while every other service had 2 and 3 (much nicer) shuttles go by. On top of it, the older model, dirty van that picked us up reeked of BO.

AWFUL Shuttle service to the port. We had to wait 55 minutes to be picked up, it is only 1.5 miles away! We were told that there is security to get into the port, blah blah blah… this is not the case when you see the same budget bus with driver three times in that 55 minutes!
The staff are friendly and so is the manager, but just the way it all works doesn’t strike my fancy. I dislike where your dropped off at the airport, because you have to board another bus.
They do have great rates though!

These guys are a joke. They use 7000 sheets of paper per customer, take as long as possible, have 1 person working and make conversation while the line grows.
And while we’re waiting the stapler breaks… The one they use to connect all their 7000 sheets of paper together.
Yes, writing this before we get to the vehicle but with service and experience like this it deserves this review.

Ny overall rating is 2.5 for the following reasons:
It’s one of the very few rental cars that is not located inside the airport. Other off-​site rental cars have a shuttle every 5 mins or less. I had to wait for 20 mins till the shuttle showed up. The staff is friendly and nice, but the value vs price was low. 180 $ for a compact car for 3 days is pricy for an off-​site option. Other than that, i was happy with my car.