ACE Rent A Car Arvostelua 

This is the third time I've received the same answer without a solution.
As requested,last week I have already provided by email all the documents and information required to process this matter.

I have not received any confirmation, proof, or official documentation confirming the refund of the €2,000 security deposit that was pre-authorized for my car rental.
On the contrary,the 2.000 euros has been invoiced on my JUNE VISA statement

This has been one of the most unacceptable experiences I have ever had with a car rental company.

Ace Rent a Car required a **€2,000 security deposit**. Because the deposit **was not released within the agreed timeframe**, the charge was **posted to my credit card account**, and I had no choice but to **pay the full €2,000**.

I have since received **written confirmation** stating that the deposit was released. Yet **the money has still not been credited back to my credit card**, despite the fact that the promised timeframe for the refund has already expired.

I have repeatedly asked for a clear explanation, evidence that the refund has actually been processed, and a specific date for the reimbursement. None has been provided.

Keeping a customer's €2,000 long enough for it to be billed and paid, then claiming in writing that it has been released while the customer still has not received the money, is completely unacceptable.

A written confirmation does not return the money. The only thing that matters is that the funds are actually credited back to the customer's account—and that has still not happened.

I will never use Ace Rent a Car again and cannot recommend a company that handles customers' money this way.

AVOID THIS RENTAL CAR COMPANY and partner especially OSEK rent in Poland . They took my full €1,200 deposit because I was not physically present at drop-off (early because of flight time). Their “evidence” was 30 pages of poor-quality photos showing no clear new damage—at most possible mirror marks that could be dirt or pre-existing scratches, the car had a lot of small scratches at pick up as shown on photos.
I disputed this charge directly with manager Mateusz at the Katowice location without any success, not willing to recognize any wrong doing or refunding part of the deposit. In order to get my deposit refunded and seek compensation, I am now starting legal proceedings over what I think is a fraudulent practice. Had the same experience? Comment or message me so we can share evidence and legal or consumer-protection channels.

Eateban very helpful and professional

Michelle was amazing !! Patient and very helpful! will be back

Scammers at Tirana airport! They charge you €440 for invisible damages. We literally were not able to see the scratches this man was talking about. Also he couldnt provide prove that these were not on the car before we took it. He wanted to charge us for two more so called scratches but luckily we took photos of those pre existing before driving away with our car.
Horrible Horrible experience. The men working at the desk are rude, slow and sexist.
The lady who checked us in upon arrival was quite friendly.

We want our money back.
This is so rude I have no words for this. Making up damage because we are insured by Booking.com, so they will pay. Putting costumers onbthe spot to pay whilst they need to go to the airport to get their flight andere depending on their shuttle bus

SHAME ON YOU WITH YOUR SHADY BUSINESS

ACE77692982

DO NOT rent from this company. Their negligence and lack of safety for their customers almost put me and my family in a very dangerous situation. They rented us a car that had a tire that was so bald on the inside that the metal was sticking out of it. It formed a bubble on the tire and almost exploded. I had to use my own insurance company to swap out the tire because they wouldn’t do anything about it. But then had the nerve to charge me an extra $121 for a new tire. I’ve got pictures and video proof. This is the most negligent company I’ve ever dealt with. STAY AWAY!

I rarely leave negative reviews, but I feel obligated to share my negative experience for other customers to be extremely careful when booking with ACE.

I booked a rental for about $113. At the counter, the agent casually said he was adding an additional driver “so both of you can drive.” What he did not clearly explain was that this would cost $119.92, which is more than the rental itself. Had the price been disclosed, I would have declined it immediately.

I also informed the agent that I had rental coverage through AMEX. I was then sold an additional $183.92 liability product in a way that made it sound required because I do not have personal U.S. auto insurance. Only later did I discover that the contract itself describes this coverage as OPTIONAL.

When I questioned the charges upon returning the vehicle, another employee advised me to contact customer service and specifically told me that the counter area had audio/video recordings that could verify exactly how these products were presented.

I referenced those recordings in my complaint and requested a review. Customer service never addressed that request, never confirmed whether recordings existed, and ultimately stopped responding altogether.

The car was fine. My issue is with the sales process, lack of transparency, and the complete lack of follow-up when I tried to resolve the matter professionally. To this day I have not received any responses from ACE.

Please be careful and read every little line before signing and ask for the exact dollar amount of every add-on.

Based on my experience, I would absolutely not rent from this location again.

Firma, ktora wyludza pieniadze za niepelnione szkody
Zdjecia nie sa kompatybilne przed I po , zerowy kontakt. Bez opinii rzeczoznawcy, kwoty wziete z sufitu (6tys zl) sprawa musi pojsc do rzecznika ochrony konsumenta.
Biuro w katowicach- nie korzystac. Kto pozwala takiej firmie dzialac na polskim lotnisku?

Key drop off system just allows ACE Krakow to pull an absolute scam on customers. I used other companies before (Keizenrent and Carfree) and never had an issue with the state Inreturn the car in. Inalways take the car to a car wash myself prior to returning the keys and give it a hoover inside.

ACE charged me 947PLN (just under £200) for a repair of 3 alleged scraches. 1st scratch is clearly visible on the images before I was handed the keys. 2nd scratch can be barely visible in the picture due to water/splash dust marks. 3rd scratch is on the plastic wheel trim cover. There is absolutely no chance buffing any minor scratches would cost £200, especially on a plastic trim.

I have sent 3 emails already asking for itemised receipt for "repair" they carried - not even acknowledged. Wondering why... I higly doubt car went to the garage for "repair" at all. Customer service on ACE main websites states they can't help as those issues are dealt with locally - well, that's handy.

Just avoid ACE Krakow, but if you still go with them, do not use key drop off system. Hand them over to staff member and go through car checks with them. Hopefully this will save you time and money.

I am aware ACE doesn't want to have anything to do with the complaint against branch at Krakow Airport and I have sent multiple emails to cs@osekrent. There is no reply till this day. Not even acknowledging the complain. Nothing.

Wypożyczyłem samochód na lotnisku w Katowicach. Użytkowałem samochód przez 10 dni po czym po czym umyty i dokładnie obejrzany zwróciłem w wyznaczonym miejscu. Nie zauważyłem żadnych nowych uchybień. Wkrótce otrzymałem raport zdania z filmami i zdjęciami samochodu bez jakiegokolwiek informacji, że wystąpiła jakaś szkoda. Po kilku dniach otrzymałem notę debetową na sumę 2630 złotych z informacją o rzekomej szkodzie. Z karty kredydowej została mi pobrana wspomniana suma. Kilkukrotnie dzwoniłem do wypozyczalni jednak jedyne co się dowiedziałem, że muszę napisać odpowiedź na otrzymaną notę drogą mailową.. Wysłałem kilka e-maili z prośbą o wyjaśnienie moich wątpliwości jednak do dnia dzisiejszego nie było żadnej reakcji ze strony firmy.
Dodam, że przy wypozyczaniu samochodu (a wypożyczam auta kilka razy w roku) nie otrzymałem żadnej propozycji ubezpieczenia czy innych różnych opcji najmu jak zazwyczaj bywało w innych wypozyczalniach.. Od razu z karty zostal zabezpieczony depozyt. W mojej ocenie nastąpiło jawne wyłudzenie pieniędzy i mam pewność, że już nigdy nie skorzystam z usług tej firmy oraz nie polecę jej nikomu. Jedyną styczność jaką będę miał z tą firmą to na drodze sądowej

Jeg fikk en regning på påståtte skader som jeg ikke har tilført bilen.
Bildene var tatt før bilen var vasket
Videre var de påståtte skadene så små at man nær sagt ikke ser dem. Bildene fra leveringen av bilen var umulig å vite hvor var tatt
Dette er svindel

Renting at Atlanta - front desk person flat out lied that I needed to pay for comprehensive insurance to rent car, since credit card only covers collision. Not really knowing for sure, and not being pressed by any other car rental place about this ( usually use budget or avis ) I had to agree to get the car. After signing I did check and if you have comprehensive on your auto, it carries over to rental. So I did go back to counter same day and was unsuccessful getting charges reversed. A "review" of security footage didn't back my story, - not sure how this conclusion was reached without sound. manager was a little helpful and said we would have to do a new contract and we would lose what we paid Priceline - at this point I gave up, just wanting to enjoy our vacation - expensive life lesson!. So - bottom line - be ready to show proof of your home auto insurance and be "weary" of lying front desk people- they must get a commission for adding on unneeded charges. - hopefully the return will not incur any new charges.

I want anyone looking to read: ACE CAR RENTAL IS NOT DEPENDABLE!!!! You will arrive with your booking and likely wont go through.
I booked a sedan. After two hours of waiting they told me they had no car available. But they had SUVs they refused to book one for me to make up for they’re mess up. Why take a reservation and payment if no car is available. Since walking in customers have been screaming at staff; vice versa. This is very very unprofessional and lower price isn’t always the best. This place is horrific and an absolute zoo.

SCAM! FRAUD! SCAM! FRAUD!
We rented a 4 year old Prius in Krakow, drove and toured the German concentration camps, and on to Warsaw the next day. Returned the car in the exact condition we received it and left after we dropped the keys because no one was available and there wasn't a drop box! Said leave the key on the counter...ok.
Couple days later, when we were in Luxembourg, received an email with pictures of someone pointing to literally NOTHING on the car but saying there was damage and chipped paint! Zero in the photo and nothing in the precheck pic, and nothing in our drop off video. Still, they charged us!
You are at their mercy if you rent from them. DO NOT RENT FROM ACE! ACE will reply that the individual rental company handles the damage claims and this is problematic because THAT IS THE COMPANY THAT MADE UP THE DAMAGE CLAIMS! ACE knows about this and does nothing. They are culpable. Protect yourself and do not rent from any ACE rental company.

Jordan K. (ACE Customer Care) customercare@acerentacar.
Thu, Apr 9, 3:03 PM
to me

acerentacar
Hello,

I appreciate your patience while the case has been escalated to and reviewed by the rental location management.
It has been confirmed that the rental vehicle was returned with new damage. While I understand that it might not be the result you were expecting, I kindly inform you that no refund has been approved, and the damage has been confirmed.
Thank you, Jordan
ACE Rent A Car
Customer Experience Specialist
htps://acerentacar./ | 844-874-3966

This is what you get from customer care. DO NOT RENT FROM ACE RENT A CAR! This is a scam and fraud. There were absolutely no damages. I have the pictures and they point to imaginary damages! Just point to a spot on the car that is perfectly intact and charge you...for pointing?! Baffling. Damages confirmed by the very people who claimed there were imaginary damages in the first place! What did you expect from them? You are culpable, ACE!
Please, if you're reading this, stop in every airport ACE counter and tell someone standing in line that ACE has scammed hundreds of people out of thousands of dollars. Tell them to check out Trustpilot reviews before renting. Say it LOUD so everyone can hear. I want my money back!

Ace Rent A car Gdansk Airport Poland:
DO NOT RENT A CAR FROM THEM THEY WILL SCHAM YOU. ( Avoid at all cost )
Scammers, Bunch of Criminals, And thieves!

I rented a car from ACE Miami, and it was towed between the evening of July 3 and the early morning of July 4 because it had an expired registration sticker. I had only collected the car the day before, and I have a timestamped photo taken on the day of pickup showing the expired 03–26 sticker already on the vehicle, with no updated registration or permit displayed. As an international visitor, I had no way of knowing what the sticker meant and relied on ACE to provide a legally registered vehicle. I was then charged an additional USD $200 because the car was towed, even though this was entirely the result of ACE supplying a vehicle that was not legally compliant. The whole ordeal completely disrupted my vacation, and ACE has refused to take responsibility or provide a refund. I would strongly recommend renting from a company that properly maintains and checks its vehicles before handing them over to customers.

Very disappointing experience. I prepaid for an SUV reservation, but when I arrived for pickup, I was told that no SUVs were available and that only a small car could be provided at the same price with no discount. When I requested the vehicle I had reserved or a reasonable adjustment, my reservation was canceled without my consent.

DO NOT rent a car from this place! It is all a huge scam. I made the grave mistake of using a third party (Priceline) to reserve, and i thought, fully pay for a car rental in Cancun June 2026. You think that you'll be doing business at the airport because its listed that way, even through Priceline. No, they put you in a van and drive you 10 minutes away from the airport so youre trapped. Because if you had another choice, you'd just leave and go to another rental place. Because next they tell you that you HAVE to buy their insurance. I told them I wanted liability only, and they STILL charged me for premium insurance ($50 per day) and a "refundable" deposit ($400). I ended up paying $735 for an Aveo for 12 days. When I returned the vehicle, I demanded that I pay only what I had agreed to and that I dispute their uncharges. There was another man returning his car at the same time as I and had the same complaint. These guys are crooks! We thought we had fully paid on Priceline, and the money we paid there didnt even show up as a deduction from what we were charged. We are 10 minutes from the airport and have to catch a flight. Thats how they get you, you just want to leave, and they know it. They blew smoke and said they couldn't authorize any refund only the guy above them and they would respond through email. Its been two weeks and no deposit OR upcharge refund. So, now Im telling my story on every review website so they cant do this to other people.

This company is a complete fraud, operating as Drivo (aka Fox aka ACE). They will scam you out of money with fraudulent charges and they have figured out how to game the system so that even filing a credit card dispute will get you nowhere. Avoid this company at all costs! Buyer beware, complete nightmare ahead!
Update: I notice they are responding to reviews on this site to try to make it look like they are legit. I assure you, they will scam you out of your money and then pretend they care about their customers. Do not let them gaslight you into thinking they will actually resolve any issue you have. It's all a lie and a scam.