EricaReviewed on Oct 11, 2019, 4:02 PM
My experience with ACE/CarRentals.com was horrible. First of all, we could not find the rental place because turns out they are actually GOLD CAR. After driving around for 15-20 min, we call them and they inform us to look for GOLD CAR instead. That would have been really helpful. Then, despite there being multiple people at the counter, only one person was helping the customers. I wait 20 min in line. Then, when I go to check in she shows me this number on a pamphlet which is looks like it will be approximately another 50 euros with minimal explanation. From what I could gather it was to prepay gas and insurance. Online I specifically chose a car where I fill up the gas myself at the end, but they said the only option was to pre-pay the tank and try to bring it back empty. Then, online I chose to not get insurance because I have insurance that I buy back home and extra insurance through my credit card. Also, non-negotiable. At this point, because it too so long to get the car I was completely late to where I needed to be, and I really felt that I had no say or control over the situation, so I just went with it. When I went to swipe my credit card, it was actually an additional 150 euros, not 50, and after taxes etc it ended up being 200 euros more than I agreed to online when reserving the car. I was taken advantage of, and it was overall just horrible customer service. If I knew I was going to have to buy insurance then I would have bought it online where it was cheaper, or gone with a totally different company and price. I have used CarRentals.com many times in the past without issue, but this was completely different. After booking online it specifically says in your invoice that your reservation is complete, nothing else to do. That does not make you think you will be blindsided at the counter with your cost increasing from 100 euros to 300 euros for the rental.