2.0 Mediocre2021 Oct 20
1.Wait more than 2 hours to get to the counter. 2.Only 1 staff working. 3.Once I got to the counter staff told me they don't have my car and I have to upgrade, I explained the waiting time outside in the sun for more than 2 hours and He could not care any less. 4.No Shuttle at Terminal, You must change shuttle twice. 5.I am trebly disappointed with ACE CAR RENTAL service. 6.I am trebly disappointed KAYAK that is advertising for ACE CAR RENTAL. I trusted KAYAK with my Car Rental not ACE when I did the booking. 7. DO NOT GET ANY CARS FROM ACE CAR RENTALS, DO NOT GET FOOLED BY THEIR CHEAPER RATES, THEY WILL GET YOU WITH SOME EXCUSES SUCH AS INSURANCE AND AVAILABLITIES.
5.9 Okay2021 Oct 12
The pick up from the airport needs to be better where there is shuttle service picking up customers directly from the Airport Terminal.
1.9 Horrible2021 Oct 09
So the Kayak app let me book a car, insure the car, get dropped off in a corner in LA at 11pm at night and the bus driver says “call the company and they’ll pick you up”. Except, I call the company and they’re CLOSED. Walking back (on the freeway) to the airport, get on another car company (yes I checked that they were open) and finally got a car at nearly midnight. Worst rental experience ever!
1.9 Horrible2021 Sep 28
Impossible to reach them their Voiceprimpts disconnect you constant went on for hours and could not get through. Long lines waited an hour to rent. Misinformed about hours of operation. They were ratio lazy to fill my tank as requested.
1.9 Horrible2021 Sep 16
Rude customer service rep named Malik. Does not know the meaning of CUSTOMER service. My car wasn't available when I arrived and rep told me I had to just sit and wait, not knowing when the car would come in, even though they had other vehicles available. Also tried to get me to pay an additional charge for the vehicles they had available. We went back and forth until another customer service rep, I think named Emery, stepped in and provided true CUSTOMER service. Terrible experience though.
3.9 Mediocre2021 Sep 06
I loved the car and enjoyed it. But there needs to be specific prices as well for people under 24. If i had known i would have never used them.
1.9 Horrible2021 Aug 30
Pickup was horrible. We waited for an hour + and then waited some more. That was after an extensive ride(s) out from the airport. Would not recommend. Returning the car was easy as was the shuttle back to the airport but that didn't make up for how this started off our trip.
3.9 Mediocre2021 Aug 16
The pickup and drop off process is horrendous. From the airport you take a shuttle to a parking lot, there you wait for a tightly confined econoline van to sardine into. We waited 25 minutes for the bus. From the Ace Car Rental place, the wait was about 25 minutes. The driver said no one called him to come pick up customers. Wait what??!!! Then what were you doing? Faster processes from the initial pickup/processing to faster return dropoff back to the Airport is what will keep customers coming back consistently. It currently takes too much time. Time is money.
3.9 Mediocre2021 Aug 16
There was no direct shuttle from the airport. We had to take an extra bus to the offsite parking area then received a final ride to the rental lot. The staff were reasonably friendly, but the van we rented was completely dirty. The exterior needed a wash, and the interior had not been cleaned at all - there was chocolate on all of the seats and chips and other crumbs on the floor of the van. We didn’t want to wait another 30 minutes in line waiting for the clerk, so we cleaned the van and drove it. It did drive well, thankfully. We will not rent again from ACE.
1.9 Horrible2021 Aug 15
Renting at Ace was hands-down my worst rental experience I’ve ever experienced across the globe. First, the building is described as being at LAX, but it was not. You have to take two shuttles in order to get to the facility. They did have a return shuttle to the airport after dropping the car off. My biggest issue was when my flight with United delayed and they charged me an additional day for late fee when my flight delayed several hours. Apparently, they have a 59 minute grace and any additional hour up to three hours is $30-$40 extra and an additional day is charged after three. They are NOT flexible with unforeseen circumstances and are very rude. To this day I haven’t received a call from the manager. I returned from there July 1st. Lastly, when I booked this rental my price was a little over $800, but when I pick up the car my rental price essentially double due to all the extra fees I was not expecting. If you could avoid renting from this agency, please do.