Jeni Reviewed on Mar 16, 2019, 5:06 PM
I had a horrible experience at ACE upon picking my rental car up. We got there at the time we made the reservation for in hopes of an easy pick-up of our SUV. The rental reservation was made nearly 1 month in advance as we had planned a road trip which required a 4X4 vehicle. Upon entering ACE, the nice lady at the desk told us they only had 2 COMPACT cars available, neither of which matched the SUV we reserved and paid for. When we explained to her our situation and reason why we could not settle for anything less than a 4x4 vehicle, she claimed to understand our situation but said there was nothing she could do about it. We sat at the rental company for a good 30 minutes trying to make a last minute reserve for a SUV at a different company. Unfortunately, all were sold out - which left us with no choice but to take one of the cars they had on the lot. We did alert the clerk that our trip required a 4x4 vehicle and even asked if she thought we could do the trip successfully in a compact car as we toured the Southern coast of the Dominican Republic. She said since our car was a brand new KIA, we should not have any issues. We ended up adding more quality insurance on the car (in case anything happened to it and would make matters worse). The real disappointment comes in the fact that NO PRICE ADJUSTMENT WAS MADE ALTHOUGH THE CAR WE ENDED UP TAKING WAS HALF THE PRICE FROM THE SUV WE RESERVED. I look forward to getting in contact with the correct person from your Customer Service Dept. who will provide the support, explanation, and more importantly *reimbursement* that I need. In summary, I would not recommend this rental company to my worst enemy.
Paramjit Reviewed on Jan 3, 2019, 6:09 PM
My Experience was very horrible as the agency told me that they do not have the car I booked. They offered me to give a big SUV at very High price. They spoiled my two hours at their pick up office. I have no choice but to pay higher price as I don't know where to find another a car in this place where I was a new to everything