In order to get to the car rental location, you need to grab a bus on the first floor. Upon making it to the rental location, we were waiting in line to be seen. Ann Marie attended us and she provided great customer service. I purchased the toll and I'm glad we did because we drove all the way to San Antonio. Craig was the employee in the garage where we went to pick up the vehicle. He was very helpful. When arriving to the vehicle I would always take photos or the car and record it ensure we are not charge for dents and issues with the car. The return was smooth. Make sure to follow the direction on the paper that was given to you because it is as a different location where the other rental car place is located. Overall the experience was good. read more

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The vehicle itself was acceptable, and the after-hours return ultimately worked, but I would not rent from ACE at DFW again. My main issue was the toll option. At the counter, I explained that I expected minimal toll use and had planned to pay tolls myself. I was told Dallas no longer had a cash toll option, and the Toll Tag option was presented to me as $13.99. I later found out it was charged as $13.99 per day for five rental days, totaling $69.95. That full total was not clearly explained to me verbally before I agreed. ACE later pointed to the signed rental agreement and refused any courtesy adjustment. I understand their contractual position, but from a customer-service standpoint, the charge should have been clearly explained as a total cost at the counter. The rental-car center logistics at DFW were also inconvenient, and the final cost was much higher than expected. Because of the unclear toll explanation and lack of customer-service resolution afterward, I would not use ACE again. read more

After reading some of the reviews, I almost cancelled my reservation, but then I stuck with it. I'm so glad I did top-notch service, beautiful brand new car, great price, quick check in and check out highly recommend Ace Car Rental at the Dallas airport.. read more

ACE Rent A Car - Car Rental Near Me - DFW Airport, Texas

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"ACE Car Rental: No Smoking, No Smiling, No Service" If you've ever wondered what it's like to rent a car from someone who appears to hate both cars and people, may I humbly recommend ACE Car Rental at DFW. Landed at DFW, feeling good, ready to grab my car and hit the road. Instead, I met the human embodiment of a Monday morning: a blonde-headed, portly gatekeeper who looked like she'd just lost a bet with happiness. Her opening line? Not "Welcome to ACE," not even "Hello." Just: "ID and credit card." like a drill sargent barking off commands. I mean, a real poet. She then announced, with all the joy of a funeral director, that she couldn't find my reservation. Obviously my fault. When she asked for my "round-trip credit card," I froze--was this some secret pilot program by American Express? I admitted I didn't know what that meant. She sighed deeply, as if I'd just confessed to never hearing of gravity, and said, "It's the credit card you used to book your round-trip flight." Ma'am, you're literally holding it. The very card you demanded. The one still warm from my wallet. But the real fun began with The Smoking Lecture. According to her, smoking in the car would result in a cleaning fee. Fair enough--except she said it again. And again. And again. By the third time, I started wondering if ACE equips their vehicles with built-in nicotine sensors or if she just moonlights as the Marlboro Police. I told her no one would be smoking. She looked unconvinced, as though she could smell the ghost of cigarettes from three airports away. She then reminded me to return the car with a full tank--or face the Refueling Fee of Doom--before pivoting back to smoking. "If anyone smokes in the car..." she began, for the fourth time. I half-expected her to slide a nicotine patch across the counter for my "safety." By this point, I wasn't sure if I was renting a car or pledging an oath to a Puritan anti-smoking cult. I felt like saying "Lady, I get it. I'm not Snoop Dogg on tour." I signed everything she shoved at me, praying there wasn't a hidden clause about eternal damnation should a wisp of smoke cross the rearview mirror. Then came the photo shoot. Apparently, I now had to photograph every square inch of the car before driving off. Not just a few photos--no, we're talking full CSI: DFW edition. I snapped the front, the back, the tires, the roof, the reflection of my own weary soul in the side mirror--because heaven forbid a mosquito lands on the hood and they charge me for "bug impact damage." By the end, I'd taken more pictures of that rental car than I have of my last vacation. In the end, I drove away feeling less like a customer and more like an escaped hostage. ACE, if your goal is to make renting a car feel like attending a judgmental intervention, congratulations--you nailed it. Next time I land at DFW, I'll smoke a brisket in the car just to give them a reason to be this upset. Because at ACE, "customer service" clearly stands for Aggressively Condescending Employees. read more

Hello, I rented a car in Dallas/Ft. Worth on Thursday 6/18 and returned it on Sunday 6/22/26 and they held a $300 security deposit. I just spoke with Customer Service and they said that it takes 21 days to get your security deposit back. They DO NOT tell you that at the time of rental. The customer service was great, the car was great but this issue with the security deposit is not acceptable! read more

Our experience with ACE Rent A Car at DFW Airport was alarming and felt intentionally misleading. At the counter we clearly and explicitly declined all optional insurance coverages, explaining we rely on our credit-card rental coverage. The clerk, Shemar, acknowledged this and proceeded with the rental. We also declined all other extras. During the signing process, the documents were presented quickly while Shemar engaged us in unrelated conversation. The optional insurance products and their cost were not reviewed or pointed out, and we reasonably believed the agreement reflected our stated choices. Only later did we discover $214.59 in insurance charges (CDW and liability) had been included anyway -- despite our explicit refusal. When we contacted ACE, they refused to remove the charges and relied solely on initials on the paperwork, ignoring the fact that we had clearly declined these products at the counter. We have now had to dispute the charge with our credit-card company. Adding paid insurance after a customer has declined it is unacceptable and feels deceptive. Renters: review every charge line-by-line before signing and do not rely on verbal assurances from staff at this location. read more

Go somewhere else, avoid dealing with the "manager" Eric. This company straight up lied to us. They told us that our car rental would be $590 that included a $300 deposit. When we got billed, we were bills for nearly $900 and only returned $300 making a $600 that we had to pay out-of-pocket. The gentleman that gave us our rental car added on over $250 worth of insurance is that we did not need or often for. He told us it would be a $19 charge for insurance and that's it. The manager Eric said that he added on the video and when we asked to see it, he declined and said that he was in a send us the video, but after four days of waiting, he said the video was not going through and that he would not break it up into parts for us and that we have to wait . He was very aggressive and very rude with my wife. Do not rent from ace at Dallas Fort Worth airport... bunch of scammers... It gets even better, Eric told us that their reps get paid commission on upselling for insurance... read more

I figured I'd give them a second chance but that backfired. My flight was delayed so now I have to sit here for 4 more hours until they open. Customer service answered and told me to call back during business hours? Are you serious? How about you let your customers know you aren't open at an airport out of all places. FML!!! read more

ACE Rent A Car - DFW Airport - Car Rental Near Me - DFW Airport, Texas

During our attempt to rent a vehicle, there was a misunderstanding on my part regarding the company's policy car rental through a third party. Our experience was significantly disrupted by the lack of professionalism exhibited by the staff member at the desk, who identified himself as the manager, Shamar. Throughout our interaction, Shamar displayed behavior that I found highly unprofessional: chewing gum with his mouth open, minimal eye contact, dismissive gestures, not providing options other than us losing a large sum of money with his it-is-what-it-is attitude. At times, Shamar's behavior felt reminiscent of a disrespectful high school student who didn't want to be in class rather than a manager, which was both surprising and frustrating. When I calmly attempted to express my disappointment of his unprofessionalism after the matter was resolved without any help on his part, he continued chewing gum with mouth opened, no eye contact, spoke dismissively, and nonchalantly told me to speak to "corporate" instead of disrupting him. Hertz is our typical go-to. This cheaper option was not worth it. Horrible first and last impression. read more

ACE Rent A Car - Ace - Car Rental Near Me - DFW Airport, Texas

The car was fine, needed a bath. I originally order a Nissan Rogue and received a Chev Malibu. The process was simple but seemed to take a while considering I was first in line. They'll try to sell you all the extra insurance ( declined) and really pressure you to rent the Toll Transponder at $14/day and then show you all the penalties if you don't get one and use a toll road. DON'T FALL FOR THIS!!!! The toll roads are actually the express lanes/ HOV lanes. Don't use these lanes and you're fine. Set your Google Maps to Avoid Tolls and you will save $14/ per day. This type of pressure tactics doesn't work on the informed travelers but takes advantage of people not knowing the road system. I traveled approximately 500 miles from Dallas to Fort Worth, and Witchita Falls and back without the need to use a toll road. The Texas highway system is extremely user friendly. read more

Initially seemed like a good price for a rental car. Super high upsell at the counter. Even after declining extra coverage we ended up being charged twice as much as initially quoted. Very poor customer service at this point read more

AVOID ACE Rent A Car at DFW airport!!! Rate online was good but the service at the counter WAS NOT! Like most people, I always use my CC benefits when traveling. Today I decided to try a different company to save $ but was harassed by ACE Rent A Car to purchase their insurance after telling them I have my own coverage and my CC also covers me as well. I went on to let them know I HAVE THE DOCUMENT FROM MY INSURANCE COMPANY to verify AUTO COVERAGE as stated in their T&C but representative at the counter didn't bother to look at it just stated that they DO NOT accept this because it doesn't cover everything and acts as secondary. I went on to advise him their website states otherwise and he stated he is "just doing his job!" Then he asked me for my Declarations Page for my auto insurance! I stated I'd be happy to present my ID card but nobody carries their Declarations around with them. After making no progress I asked for a manager and he stated there's no manager available until 10:00am and it was 9:15 am at the moment... how convenient!?!? I went on to advise him that no other rental company has ever given me so much trouble about my coverage & just canceled my reservation and went with another company. I'm sure the auto coverage was just the beginning of the UPSELLING, DO NOT USE ACE RENT A CAR to try and save $ or you will regret it! read more

ACE Rent A Car - ACE Rent A Car- Credit Card Policy - Car Rental Near Me - DFW Airport, Texas

I book my car at ACE rental at DFW. When I turned it in, I was greeted by Erick T. What a professional? He was very kind and polite and reviewed the policies with me so that I would understand my charges. He took time out to explain the charges to me. If I weren't retired and still running my company, I would hired Erick on the spot. Lucky for you ACE that I am retired. A special shout out to him for his professionalism and customer service!! read more

There is a first and last time for everything and today, that applies to ACE Rent A Car for me. First, they just don't require your insurance ID card, they must look at your coverage - that took time to go to your insurance app, logon, and find the info they want, even though I purchased their insurance. I should note that no other major Rent a Car location requires evidence of insurance from a rental car agency AND, and for ACE it's only for drivers who LIVE within 200 mi. of the rental car location. What??? THEN, after dealing with insurance, and I should note before I continue, that I bought their insurance and they still wanted my insurance? What the heck? OK, let's get back to it. I made payment and then they told me their system recognized my credit card as an ATM card. It was a credit card, the agent saw it was a credit card, put the card through again, and NO, the system insisted it was a debit card. SO I put down my credit card, and they said you can refund it and use the Company Credit Card when returning. Tell you what, when I return a rental car, I want to get the heck out of there. I am not WAITING in line to reverse the charge to put it on my company card. I'll do it through the company, causing me more paperwork. At that point, I was wondering what kind of clown circus is this? I rented a Toyota Camry or similar car. I went to the booth outside, they said go to #51, did not tell me what car I was renting - and it was a Nissan Altima - a cheap vehicle was costing me $200 for less than 2 days. The exterior of the car was filthy. The only good thing about the experience is that the people at Ace were courteous and friendly and they get a "5." The ACE experience gets a "1" rating. Hey, if you want to use Ace, that's your choice. It will not be my choice in the future. read more

Rented an economy car. It worked, and everything was as represented. There was a short line at the counter, and we had our car within a few minutes. The signs in the DFW car rental center are misleading and point you to the car pick-up location rather than to the counters. There is a sign pointing to the counters, but it is small and you have to go past it, then turn around to read it - ridiculous! The center is being renovated, so maybe when the construction is finished the signs will be better. read more

I rented a car from ACE Rent A Car and was charged a $300 smoking fee after returning the vehicle -- despite the fact that I do not smoke and no one smoked in the car. They claimed it was due to "white specks" and a smell, but I have video proof from the pickup showing those specks were already there. The final invoice from ACE didn't mention the $300 charge. It was quietly added afterward -- and worse, their own policy lists the smoking fee as $250, not $300. I've since filed complaints with the Maryland and Texas Attorneys General and the Consumer Financial Protection Bureau (CFPB). After looking online, I found dozens of other reviews describing the same fraudulent fees -- smoking, cleaning, damage, etc. It's clear this location has a pattern of unethical charges. Tips if you rent from ACE: * Take a full video of the interior and exterior at pickup and return * Get a copy of your final invoice before leaving * Check your bank statement closely after returning the vehicle * File complaints if you're falsely charged -- don't let it slide I'm continuing to pursue a full refund and may explore further legal action if this isn't resolved. read more

"Consider yourselves warned: This place is a trap of hidden fees and predatory fine print. They are pulling a blatant 'bait and switch' by forcing local residents--specifically those within 200 miles--to provide their own collision insurance. Here's the kicker: their own agreement (Paragraph 5) explicitly states this 'waiver' is not required, yet they demand it anyway. This level of inconsistency and deception is unacceptable. I'm filing a formal complaint with the BBB immediately. Avoid this place at all costs." read more

This is crazy . For 3 days tolls is that much I barely drove anywhere . This is ridiculous read more

ACE Rent A Car - Ain't no way there's $45 in tolls . I barely drove anywhere for the 3 days I stayed . - Car Rental Near Me - DFW Airport, Texas

Dishonest bait and switch tactics. My original rental reservation (through Carrentals.com) was for $140.94. By the time I got out the door it ended up as $ 501.89! I only wanted the damage waiver added, but the agent neglected to tell me that by making any changes I would loose my original rental costs. He also pressured me to pay for more coverage, toll road coverage (which I didn't need). Their customer service department is worthless as 6 days of email encounters did not accomplish anything, and an eventual call from the DFW manager told me that "I signed for it, I have to pay" read more

Quick. Instructions were sometimes vague, but no upselling. Price was excellent. Car was excellent. Agent at desk was helpful, but it was early morning and I didn't retain all his instructions. Person # 2 in the garage was grumpy and not clear at all. Person #3 (at return) was very helpful. Follow their instructions for returning (DON'T use AppleMaps). Oh - they have YOU check over the car & take pictures/video before driving off, for your own protection. Makes sense, but different! I'd definitely use them again. read more

I should have read the reviews before choosing this rental company. The upselling tactics were persistent and frustrating. Pass up their insurance and win the opportunity for 50 questions to make you reconsider. Pass up the $13.96 toll fee and they tell you that if you do happen to drive through a toll (and they show you a map of how the area is inundated with tolls) then they will charge a $15 processing fee on top of that toll. So makes sense under pressure to pay the $13.96 only to find out on billing that it is a daily $13.96 charge--not a one time fee. The lecture on smoking in vehicle and car damage felt more like a preemptive accusation than standard procedure, and it left me anticipating an overly aggressive inspection at return. Pass up the pre-pay gas and they'll charge you over $9/gallon for whatever it is short. Renting from Ace was like putting an umbrella of anxiety on me each time I drove that car. Will NEVER rent there again. read more

The reason I do not recommend this business is because I Return. Of my rental car May 24 in today is June 5th and still haven't had my deposit back.Having been calling everybody there and I have a different response in nobody having it clear answer.Now I'm really not car and has to live another process.This is crazy , I rent a car before. Many times and I never had this issue and nobody seems to care.All I want is my deposit back read more

What a joke!!!! Gave me a really hard time, took 30mins to get my car all because I told them I didn't want to buy insurance since I have my own coverage. They didn't believe me and punished me by forcing me to call my insurance broker and have them sign off on letter head that I was in fact covered for insurance (which I told them and showed proof of in the first place). Mariyah was the rep that served us. Her demeanor was incredibly patronizing. Steer clear if you can. This was super embarrassing in front of my business partner and as a professional. I would recommend never booking with this rental car service, unless you enjoy headaches and being embarrassed. read more

ACE Rent A Car - The location of the ACE Car Rental Service - Car Rental Near Me - DFW Airport, Texas

Our rental agent "Shevan" was extremely rude and condescending. When we came up to the desk he was immersed in his phone, we had to call out to him to get his attention. Then he wouldn't give my partner her veteran discount because we had prepaid. What kind of business that sports a red, white and blue logo, doesn't honor a veteran's discount?! When I tried to explain what he was saying to my partner, he interrupted me and mansplained the exact information I had already told her with an extremely condescending tone. I think he seriously has a problem with women or veterans, or both. He rolled his eyes at us, talked down to us and made us extremely uncomfortable. When I asked him if we would be emailed a customer survey he and his colleagues looked like a deer in headlights and said they didn't know. Which is definitely not true. Don't bring your business here. They are discriminatory and rude. read more

AVOID THIS PLACE AT ALL COSTS. Maria G. made our experience absolute hell. Very unprofessional, rude, unhelpful and purely disrespectful. She attempted to charge unexpected fees and would not let us speak with a manager. She would not explain the unexpected fees and would not print a detailed receipt on these charges. We ended up canceling the entire rental and went to Hertz, got our car in less than 15 minutes with no issues or hassles. DO NOT GO HERE. I would give 0 stars if I could. read more

I booked a rental through booking.com. I returned the car and now see an extra charge on my card for $305. I called and they are saying it's because we smoked in the car!! There is NO WAY we smoked in this car!!! We DO NOT smoke!! I called and spoke to customer care and hoping they call me back and see this is an error. If so I will remove this review but after reading other reviews seems like this is common Practice for this location. Beware!!!! They sent me some bogus pictures of what they call ashes in the floor--- again we do not smoke and should not have been charged and extra $305!!! read more

Made my reservation for 2:30...flight was delayed...they cancelled my reservation...made another one at the desk...accidentally pushed a pickup a couple hours into the future...the agent says she can't give me a car until 30 min prior to the reservation time. It's late, I've been trying to get here all day, and now this. Can't cancel...Ace sucks...never again. I should know better. Good grief. read more

DO NOT RENT FROM ACE Rent a car!!! 1st red flag is that they ask for the declaration page to your car insurance. They are filing a claim with my insurance company for a small door dent. I was told by a supervisor that I could pay $50 or a claim with my insurance company. STAY AWAY FROM ACE and HERTZ. I didn't know Hertz owns ACE. Hertz have so many legal suits filed against them. NEVER AGAIN! read more

ACE Rent A Car - Car Rental Near Me - DFW Airport, Texas

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I'll preface this with being a full time car renter. I have high status with most of the major rental brands. I travel the USA every week and always rent a car. I have never had such a horrible experience before in over 5 years. This is the worst experience I have ever had renting a vehicle. This was my first time renting with ace as the price seemed to be very good. However my experience was horrible. They are a scam of a rental company. They tack on fees that they don't tell you about, they charged me for fuel even though it was brought back with a full tank. They claimed I prepaid fuel, however this was never mentioned to me and I never approved or signed for it. The customer service is a joke, no refunds at all for anything. They claim you "pre paid" and that funds cannot be refunded even if they are the ones that screw up. I had to dispute the fuel charge with American Express and it is still ongoing. I will never rent another car from this company ever again no matter the price. I will continue to be outspoken about the horrible experience I had. They are scammers and will treat you exactly the way scammers treat you. The customer service department is an embarrassment. If I could rate zero stars I would. read more

We were due in to DFW at midnight. In the written reservation confirmation it said that if we did not inform them of our flight number, then they could not track it and hold our car if the flight was delayed. I called them the day before our trip with that information and they said great, got it, everything's fine. Our flight was indeed quite late. We did not get our bag until past 1am. We were unfamiliar with the rental car set up at DFW. It turns out you need to catch a bus to the rental car center, which is at least 20 minutes away. Fortunately, I called ACE. All of their calls go through a national switchboard. The lady there tried calling the Dallas location. She got back to me and told me that they had CLOSED at 1am (by this time, it was 1:15). No one had ever warned me that they regularly close at 1am. I never would have rented a past-midnight pickup from them had i known this. With a 15 minute wait for the bus and a 20 minute ride, even if our flight had been on time we would have been hard pressed to get our bags and make it by 1:00. Don't you think the woman on the phone the day before might have told me this??? As it was, we had to pay for ride shares to our distant cross-town hotel and back in the morning to get the car. We were offered very little sympathy by their desk in the morning. Wish I'd noticed all these 1-star reviews before committing to this lousy outfit. read more

I booked my rental car with Ace through Priceline, as booking a car with my flights was the best deal I found. After making all of the arrangements, I saw all of the negative reviews about this place and immediately regretted booking before researching. But the trip and car were paid for, so I decided to roll with it, and I am SO glad we did! The price was right and my experience with this company was excellent! I was traveling with my nine month old baby and wanted to travel as light as possible for our three day trip, so I decided not to lug her car seat along with us. I called Ace the day before our flight to DFW to request a rear facing infant seat to make sure there would be one available. The man on the phone was very easy going and helpful. Fast forward to arriving at Ace, and they provided what seemed like a brand new car seat, just as I had requested. The lady that checked us in even helped me take the car seat out to the rental car, which was so helpful! We rented a regular sized sedan, which ended up being a Malibu. The car was clean, odor free, and in great condition - we had no issues with the car whatsoever. Returning the car was also a very quick and easy process, and my security deposit was returned very quickly with no issues. If I was traveling to DFW again, I would 100% book my next rental car with Ace. Thank you for the great service! read more

If I could give this 0 stars I would. "Mrs. Williams" the car care manager should be fired immediately. They tried to pressure me to sign to pay for damages that were 100% dirt. I wiped it off with water and my own shirt that I found. The manager refused to come out behind her desk to handle the situation. I asked for employee identification so that I could escalate the matter. She then laughed at me in pride of withholding information. read more

My son tried to rent a car there May 19, 2024 And because he had a temporary license they wouldn't rent it to him and still charged his credit card $318.56 I am still trying to resolve this. read more

Incredibly rude counter agent (Shamar). Wouldn't give his last name or his manager's first name. Demanded I provide a back up phone number to my only number. You lost my rental business. Plenty of courteous employees at every other counter at DFW. read more

Great experience, I was a little concerned with the reviews, but I'm glad I rented through Ace. The customer service was amazing and the return process was so easy. Thank you for the amazing customer service and making everything easy. read more

Please do not rent from them. The number of hidden fees they only tell you about when you get to the counter is astronomical. The quote when I made the reservation was around $500 for a week. At the counter it was almost $1,300. I returned the next morning to rent a car from a different company and was still charged $200 for 12 hours read more

Renting through Ace Rent-A-Car has been a complete nightmare of hidden fees and run-a-rounds! We rented a car in which my statement reflected a fee upon pick up of approximately $400. When the car was picked up we were charged $1000. After several calls to the rental location and customer service, conflicting information was given and basically no one could help make this right. Their systems are faulty. I was told to email my statement and invoice. My emails with documentation that customer care asked for kept getting rejected and sent back. No one at costumer care could figure out why or how to help, therefore no help was issued. I highly advise not booking with Ace Rent-A-Car. I wish I had seen the poor reviews prior to this experience! Super disappointed with the entire experience and encourage others to think twice before renting through Ace. read more

Rented a car from Ace. It was slightly dirty and smelled of smoke. I had no time to complain as I just flew in to see my brother in the hospital. I left on Sunday Fuller than I got it and in good condition. Today I received a toll ticket from them.. A Lie. I did not go on a toll. I used GPS to avoid tolls. It is fraud and they can't prove it was during the time I drove the car. It wasnt driven by any else but me. No picture to prove it. Poo​ read more

If I could give a ZERO, I would... horrible... tried to say I returned the car late, (I have receipts from inside the airport that prove otherwise) and then tried to charge me for a tiny "chip" (looked like a top of a pin) in the bottom part of windshield in the tinted area that I didn't put there. Horrible manager pretty much called me a liar. Seriously? Would NEVER rent from these people again, it's a scam trying to charge for a tiny nick. BEWARE!! read more

DO NOT RENT FROM THIS COMPANY!!! I wish I had read the reviews before renting from ACE. I told the agent I only wanted the collision insurance, pre-paid gas and toll fees. I was charged 2 other insurance fees and roadside assistance. What was supposed to be to be an initial $120 rental for two days ended up costing me $360!!!! I tried fighting it but they are refusing to return my money. Read your contract before you walk away from the counter. They sneak in hidden fees and don't go over them with you. It's a SCAM!!!! read more