ACE Rent A Car Arvostelua 

Update on my previous review:

Ace Fiumicino told me to contact this number as they are “head office” : 00 39 352 0020635 which i believe is fake.

The woman there sent me documents which have been falsified saying i confirm to have made damage. The damage information was added after i returned the car and i never signed that document.

This is very serious and I need a follow up from Ace parent company about next steps and how to block the payment. Ace Fiumicino should be out of business

AVOID ACE RENTALS!!!
Really POOR CS, Bait and Switch with the cars reserved, dirty cars, long waiting time to get the car and return the car, hard to contact their Supervisors, bad shuttle service, and on and on....

We booked a 7-seater vehicle well in advance for pick-up next Friday, July 31st at Essaouira airport. Just one week before our trip, they informed us via a abrupt, curt phone call that no vehicle would be available and they would not be fulfilling our contract. Since that call, they have completely ignored all of our follow-up emails requesting written confirmation or resolution.
​Leaving us stranded a week before a major trip with zero alternatives—forcing us to look at last-minute rentals at inflated prices—has completely disrupted our travel plans. Disgraceful, unprofessional conduct and a total lack of customer service. Avoid at all costs.

Postdata: I can't believe this reply from Ace. We wrote to this exact email twice over last few days with no reply.

I can say without a hint of exaggeration,
Thie is a truly awful company. The experience of dealing with them was extremely poor. When we returned a vehicle to the airport they performed the inspection without inviting us to attend and then after a very long wait, we were told that there was internal damage. I demand to review this in person and was shown a hole in a fabric engine cover known as an ‘engine hood sound insulation cover’. I pointed out that the we had not been provided with evidence that this damage didn’t exist prior to hire (inspection checks done 2 hours before we took ownership) and also refuted an image claimed to capture paint damage that was emailed to me a week after the hire. We were not involved in any of the vehicle inspections, both on collection and on return. I was sent an internal invoice with a fee for damages with no evidence of third party review (essentially a made up charge of nearly 600 pounds sterling). This money was taken despite flagging the above significant shortcomings (no response) and I am now having to address this legally. I strongly recommend that you avoid using his company like the plague. Don’t be fooled by the relatively low hire costs - very much false economy.

I can say without a hint of exaggeration,
Thie is a truly awful company. The experience of dealing with them was extremely poor. When we returned a vehicle to the airport they performed the inspection without inviting us to attend and then after a very long wait, we were told that there was internal damage. I demand to review this in person and was shown a hole in a fabric engine cover known as an ‘engine hood sound insulation cover’. I pointed out that the we had not been provided with evidence that this damage didn’t exist prior to hire (inspection checks done 2 hours before we took ownership) and also refuted an image claimed to capture paint damage that was emailed to me a week after the hire. We were not involved in any of the vehicle inspections, both on collection and on return. I sent an internal invoice with a fee for damages with no evidence of third party review (essentially a made up charge of nearly 600 pounds sterling). This money was taken despite flagging the above significant shortcomings (no response) and I am now having to address this legally. I strongly recommend that you avoid using his company like the plague. Don’t be fooled by the relatively low hire costs - very much false economy.

DANGEROUS RENTALS!!!

I rented a car on July 19th in Toronto that had no brakes AT ALL, the car was doing so much noise and vibrations that ACE should have been aware of that.

I had my 12 years old child with me and this was so dangerous that I had to stop somewhere and ask the person I was visiting to catch me.

I asked ACE to call me back but they never did, which is honnestly A SHAME

GO AWAY!!

Ho noleggiato una citroen c4 presso l'ufficio ACE Rent A Car (RIM S.R.L.) di Napoli il 17/07/2026, contratto 2026/00960 NA-ACE. Al ritiro dell'auto mi è stato addebitato un deposito cauzionale di 2.000€ sulla carta. A distanza di più di una settimana, la somma non mi è ancora stata restituita, nonostante i miei solleciti via email. Leggendo altre recensioni ho scoperto che il problema è ricorrente per questa azienda: diversi clienti segnalano ritardi simili nel rimborso della cauzione, risolti solo dopo molte insistenze. Consiglio a chi noleggia qui di fotografare tutto al ritiro e alla riconsegna e di conservare ogni comunicazione, per essere pronti a contestare l'addebito con la propria banca se necessario. Inoltre, sul contratro viene indicato che ho noleggiato una pegeout 3008, ma sotto il sedere avevo una citroen ed era pure da rottamare.

All'arrivo nessuno risponde al telefono, ti fanno aspettare anche per un'ora intera prima di rispondere.. SE ti rispondono. Io infatti, ho dovuto chiedere aiuto ai residenti di napoli per arrivare. Poi, quando arrivo la, la sorpresa: l'addetta risponde alla chiamata e muta il microfono e l'altoparlante, così chi telefona resta in linea spendendo e senza sapere nulla.
Ho contattato anche la centrale americana e nemmeno loro riescono a contattare l'ufficio di Napoli. Stessa cosa con expedia, loro addirittura hanno inviato più di 4 email a mio nome ed ad oggi, nessuna risposta.

Michelle have been good and have been patient with us and have a funny personality

Michelle she was soo nice n funny n patient with us i loveee her soo much

SCAM! The contract said the €1,600 deposit would be returned after I returned the car on July 13th. A few days later, they took €600 from my account anyway. When I tried calling for an explanation, they blocked me without any response.

Avoid this company.

I’m only giving this a 1 because ZERO isn’t an option! Crooks just like the other reviews!! They add charges and have not phone number to contact anyone. THIS PLACE IS BOGUS!! DO NOT AND I REPEAT DO NOT GIVE THEM YOUR INFO OR USE THEM. THEY WILL STEAL FROM YOU!

Izzy and anıt great job

לקחנו רכב שילמנו דרך בוקינג ביקשו מאיתנו במקום כרטיס אשראי לביטחון כמובן עשו גם ביטול השתתפות עצמית וגנבו מאיתנו 2500 דולר של הביטחון מבלי שום סיבה מבלי פירוט מבלי לשלוח תמונות פשוט גנבים

Nelle was very friendly and patient with us when it took a really long time to get into my Progressive app!

I rented a car in Las Vegas on 5/19/26. I purchased insurance through Hotwire & had my personal insurance as well. Nothing was said at the time of the rental about needing their insurance but they charged my account $141.57. I disputed with them thru email, phone, and contacted CEO Richard Radzis & President Kevin Stutz - no response from either. These guys are crooks. I've been renting cars over 40 years, this company is the worst. Do Not Rent From Them!!!

I had PREPAID thru Priceline for a rental to be picked up at their location...be sure you don't do that. I got billed full price and twice on the upgrade BY ACE RENT A CAR.
Why? I have no idea...but it has been a real hassle and a major pain trying to get this resolved and my money back. It's going on 3 weeks now...I've called to follow up 3 times ...keep getting the run around. "
Oh we'll submit; oh we will escalate this sir; oh I see that it just got processed today!"...never again ACE...

If I could put zero, I would. DO NOT GO THERE! The Toronto Airport Ace Rent-a-car place is horrible. The shuttle service is awful to get to the business. Once there, it was such a zoo that we finally just left and went somewhere else.

**They Charged Me for a Toyota. I Rented a Citroën. Stay Far Away From Osek Rent A Car / ACE.**

Booking.com Reference: 768262392 | BBB Complaint ID: 25012805. Scroll through these reviews and you will find multiple customers who rented through ACE's Polish franchisee Osek Rent A Car and received identical treatment: deposit taken silently after return, blurry close-up photos as evidence, no joint inspection, no notification. This is a pattern. I am adding mine with full documentation.

**WHAT HAPPENED:**
I returned my vehicle on April 19, 2026 in Warsaw. Staff told me the car was fine and instructed me to leave the keys with no inspection. Three days later, $1,368.94 (4,900 PLN) was taken from my card with zero notification. For 57 days — through the entire deposit return window — I received nothing. No email. No call. No damage report. I only received a response after I hunted down ACE's corporate email myself and contacted them directly.

**THE WRONG VEHICLE:**
When ACE finally responded, their first piece of evidence was documentation for a Toyota. I rented a Citroën. Different make, different model, different plate. ACE admitted this error in writing: "the location confirmed they sent the wrong return document." Booking.com's own aftercare team independently told me the charges appeared mixed up with another customer.

**WHAT ACE SUBMITTED TO THE BBB:**
I filed BBB Complaint ID 25012805. ACE submitted their official evidence. That return inspection report identifies the operator as a local Osek Rent A Car employee named Jakub Pietosa — not the customer. The Signed Customer Acknowledgement section on the final page is completely blank. No customer signature. No customer login. No customer name. I was not present, did not log into their system, and did not take any of the 130 photographs. ACE submitted a unilateral, employee-only, unsigned document to the BBB and called it customer-acknowledged damage evidence.

**THE AMOUNT CONTRADICTION:**
ACE's own cost estimate claims 12,165.99 PLN ($3,397) in damage. They charged me 4,900 PLN. In their BBB response, ACE confirmed in writing: "there will be no other charges or fees for this damage." They have permanently abandoned $2,028 of their own claimed costs without explanation. That is not how genuine damage works. That is how deposit forfeiture works.

**THE CHECKOUT PHOTOS CONTRADICT THEIR OWN CLAIM:**
ACE told the BBB the damage was not present at the start of the rental. Their own checkout photographs from April 17 already show red-circle markers on the same areas before I drove the car. Their own return checklist records the vehicle as Clean Interior and Clean Exterior — Pass — at both checkout and return.

**THE BBB OUTCOME:**
Complaint closed as Answered — consumer did not accept response. ACE responded to the BBB without addressing a single specific question: why was no joint inspection conducted, why 57 days passed without notification, why Osek's customer service address never responded despite ACE directing me there repeatedly, and how they attribute damage to a customer whose name appears nowhere in their own inspection record.

ACE's answer to every Poland complaint on this page is the same: contact Osek directly. That address never responds. It did not respond to me. It apparently does not respond to anyone. ACE collects complaints, forwards them to Osek, receives Osek's position without verification, and closes the case.