Editing to add that it took many calls, I spoke with 5 people total, and 2 months later I got my deposit back. Now, Ace rent a car is still charging my credit card over 2 months after returning the vehicle. Two charges that totaled about $35 were charged to my card this week. WTF??? Scammers!!! read more

ACE Rent A Car - Car Rental Near Me - New Britain, Connecticut

We rented a car from Ace durning the blizzard, and they gave us amazing SUV that was AWD. Thanks to Ace, our trip wasn't ruined! They pulled through big time. read more

Customer service. Actually having the cars reserved available for pick up. I reserved a SUV approximately 3 weeks in advance. I received a confirmation emails 2 days before, 1 day prior to use. On the day of need I received a call early morn that the car wasn't available. Don offered no options, no possible resolutions, Nothing. Don was horrible as a sales rep and a representative for Ace rental. And I will never use this company again. I recommend no one does, if you have a need try Turo. Ace rental car does horrible business. read more

I would stay away from this location. They want to charge you for a after hours drop off fee from 12 noon on Saturday to Monday morning. What this fee is for I am not sure. Just extra money they can take in without have anyone work for it. When I told them I was drooping the vehicle off Sunday there was no mention of the fee they just said we are closed that day just drop the key in the box. I spoke with guest service from the main office and I guess they are okay with this practice of keeping peoples money for doing nothing also. read more

You see the bad reviews for a reason take that as a sign. They took my deposit because they knew I was not from the area and tried to say that the car was smoked out I do not vape. I do not smoke cigarettes and I do not smoke weed. They gave me a car with a broken handle. The car also had hail damage and a bunch of scratches everywhere. I would give this place 0 stars if it was an option. read more

ACE Rent A Car - No handle - Car Rental Near Me - New Britain, Connecticut

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If I could 0 stars I would. AVOID AT ALL COST!!! I reserved a suburban a month in advance with this company, called a week prior to the trip date to ensure the vehicle would be there and that no issues would arise with the reservation day of pickup. When we arrived to pick up the vehicle for our vacation, we were told "there is NO vehicle for you guys, that sucks for you." Needless to say, the unprofessionalism, sarcastic comments from the woman at the front desk only added to the aggravation. I will NEVER RECOMMEND THIS COMPANY TO ANYONE. I called the corporate office and they too were unable to help me and apologized blaming the office for being independently owned, but yet still is allowed to operate a rental car company with no rental cars to give you. Save yourself the headache - go with Enterprise, Hertz, etc. pay the few extra dollars to guarantee yourself a vehicle when you need it read more

My story is the same has others. I rented a car and was told I had to put a security deposit down. I was surprised by that. When I returned the car I was told I would get my security deposit in 10 days. I haven't received the deposit back into my account yet. I have been trying to call them and the line seems always busy. Not cool. I just want my money back. Don't go to this place. I should had known with their crappy customer service I receive when picking up the car. read more

I honestly do not know how they're in business. I made a reservation with them all for them to tell me on the day of the reservation that they had no more cars available. And when I called, they had the audacity to say we don't know how reservations are still getting approved. We've been out of cars all week mind you I made this reservation five days in advance. So they were aware all week and then waited until the day that I was supposed to pick up my car to inform me that they did not have any cars available. No apology no concern nothing. I would never do business with them again and wouldn't recommend anyone else to either. read more

Zero stars across the board. The worse Car Rental in the world. My testimony is the same as so many, they are refusing to release my deposit! The agents on the phone are trained to lie to the customers and then they refuse to put a supervisor on the call! the worse customer service I have ever experienced in my 53 years of life! But I will inform the BBB of this terrible experience and any agency that is willing to listen to me! Do yourself a favor DON'T book with ACE RENT A CARE! read more

These people are scammer, they held on to my security deposit for almost a month and if I call they will put me on hold and will never get back. And if I call again they will never answe. I had to go to their office and when I got there the big lady was acting like she is rather mad that I'm coming for my own money . She told the other one that I'm there for my security deposit or whatever. So unprofessional . They are scammers . read more

If I could I would give this place ZERO stars. I booked the car on Ace website, paid and received the confirmation. I called the place directly right away (at noon) to confirm they received my reservation and that they had the car for me. I spoke to Denise who assured me they had multiple cars available, all SUV's waiting in the lot. I was told to get there by 2.30. When I arrived at 1.45 after waiting 45 minutes for someone to assist me (there were no customers in the location) I was told they had no cars although I was assured earlier they had multiple. The woman made a few calls and finally she said they had a car. I cannot explain my shock when I saw the car waiting for me. The car was all beat up, seats ripped, filthy dirty with the horrible cigarette smell inside. When I asked for a different car she informed me they had nothing else to offer. I took the car and started driving when I noticed ALL of the cars windows had been tinted dark. This is ILLEGAL in Connecticut, and the person driving that car can get a ticket. In addition the cigarette smell was unbearable so I called the Ace location back. I am pregnant and i have 2 little kids in the car with me. Denise told me she couldn't do anything about it so I asked to speak to the manager. Christine (the manager) picked up the phone and explained there was nothing she could offer but return the car if I wanted to. I had a meeting that I needed to get to and at this point I was already running late. When I told her I will be coming on Monday to exchange the car she said she couldn't offer the exchange as they had no cars. This is unbelievable, I am so disgusted with the unprofessional service. I asked the manager how they can even offer customers the car with illegally tinted windows and so filthy and if I receive the citation will her company refund the money. Christine told me that they wouldn't reimburse me if I received the citation. I can't believe the fact that the company can even offer a car in this condition to anyone. Please stay away and go somewhere else. I am returning this car first thing on Monday morning as they closed today at 3 and are closed tomorrow. read more

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UPDATE...15 business days later, the $250 deposit was refunded. I'm not sure if it would have been refunded, if we had not been so diligent and followed up with corporate. Glad we're able to get the refund but based on this experience, we will be taking our business elsewhere. read more

Beware of Price Switching! We rented a compact SUV with an example of a Buick Encore. We were in Denver and headed to the mountains for New Year's. When we checked in they pointed to a 4 door sedan Hyundai Elantra. They had 2 ft of snow in the mountains and they were aware of this and said that was a compact SUV. I had to pay an additional $396 in addition to the $420 I paid through priceline to get an actual compact SUV. I could have gone to a reputable rental car company and paid less. Had I know they would upcharge me when I showed up for the car I would have never gone with them. Note to self - Read the reviews before renting or paying for services:( read more

I wish I could have given 0 stars. DO NOT book here if you need a car. I was leery about booking without leaving a deposit, but I had a budget and I booked through Expedia and crossed my fingers. Literally 1 hour before I'm supposed to pick up the car I received a text saying they are sorry for the inconvenience, but they can't honor the reservation. It is a Saturday morning. DO NOT book a car from here, all you will get is aggravation. read more

if I could've left zero stars, as the other gentleman, I would have. We saw all the bad reviews, but still decided to give it a try. I'm literally 10 minutes away from the place. One minute before my rental time, receive a text saying they are sorry for the inconvenience, but they cannot honor the reservation. it's Saturday morning. I need a car today. Now. Stay away from this place! The reviews are true. read more

Nobody answers phone numbers listed. They have not returned my deposit yet and it's been 3 weeks. They lied on Amazon about the car they had available. They gave me a different car with no reduction in price. The car was dirty and smelled like smoke. If I had any other choice I would not have taken it. HIGHLY DON'T RECOMMEND read more

This place is amazing. I called to book a last minute reservation and it was right before closing. They stayed to honor my reservation for a 7 passenger suv. The receptionist and manger was very polite and amazing. I recommend ACE RENTAL CAR!!!!!.... read more

Go somewhere else... unlimited miles are unlimited within a certain radius outside the radius they aren't. Makes no sense. Don't support this small business, stick with the bigger companies. They told me there was no smoking or pets in the car or a $500 fee. The car stunk like a weed they should pay me $500. read more

Highly recommend anyone who is in need of a rental to come to Ace. Ace has nice, clean, new cars available. They do above and beyond to make sure the customer is happy with the vehicle. The customer service is great and they have great weekly deals as well. From needing a rental to go out of state or needing a rental while your personal car is in the shop, this is the place to go for a rental.. read more

I rented through Ace after a car accident. The SUV I was given had low mileage, was clean and ran great. The staff dealt directly with my insurance company so I had no worries or hassles. The rental process went smoothly and I would rent from Ace again! read more

Ace Rental has good affordable cars, they are very helpful in explaining the terms and conditions needed to get a rental. I will most definitely rent from them again. read more

I called ACE to reserve a rental vehicle from this location. I confirmed with the representative twice that this location had the vehicle available, received a confirmation email and showed up at the exact time of the reservation pick up time. No vehicle. The 2 women that were working were rude, unhelpful and dismissive. No explanation or apology was given. I then called Ace customer service and was disconnected while being transferred to customer service 5 consecutive times. Turns out that the customer service department was already closed ( at 5pm EST - so keep that in mind if you still decide to rent a car from this "business". Something happens after 5pm and you are on your own ). Only the 6th representative I spoke with bothered to tell me that I should call back the next day. Absolutely terrible service. I would never ever use this location again nor would I even rent from ACE. read more

Rented a car with no A/C during the summer..from outta state never drove a ca r s raggedy as that b4 in my life I'm still waiting for my refund it's been 8 months now still haven't received my 200$ deposit back when I call I get the two RUDE ASS females at front desk no help at all never again waste of $$ and time..they probably split my deposit up by now because that's the type people they seem to be...when u walk in it looks like an abandoned building that they selling drugs out of I've never experienced nothing like this b4..I guess they right when they say u get what u pay for..STAY AWAY!! read more

I rented a nice car....but it was not road ready.... The car had issue.... That when I called wasn't answer at all.... Wasn't answer when I returned the car. I was stuck broke down And nobody at the company answered the phone call very disappointed with never Rent-A-Car from them again I'd rather walk read more

Supposedly this place is privately owned and doesn't have to follow corporate policies. I call BS as any company, even if they're privately owned must abide by corporate policies. I made a reservation online and am now given information that the website didn't give. I wouldn't recommend this company to anyone. read more

Do not rent from them! I rented a minivan from them, they started the car and "turned on the heat for me" - only later did I figure out that this was a ploy to mask the bad smell in the high mileage car. Also, the rental process was a hassle with a mysterious extra deposit required. Finally, they also screwed up my return date and time. Never again! read more

Seem like the only people on here are people who have negative things to say or didn't have an enjoyable experience. I on the other hand have nothing but good things to say about this place they are more than accommodating and most of their vehicles are all up to date and detailed before every rental! read more

This. Place is bad bad bad and bad they have an excuse for every question,also their vehicles are dirty they need service, found a bottle of empty Jack Daniels and the car stunk of smoke read more

This place is horrible !! The are very rushy, don't explain anything to you. The girl Alyse or Elyse whatever her name is, is the worse one ! She told me 3-5 business days fir for $250 deposit back 2 weeks later still haven't gotten my money back. I called & she started to raise her voice at me saying 10 days ! When I was there to pick my rental up I kept over hearing all these non stop calls of complaints & then them talking s*** about the customers after getting off the phone right in front of my face !! It amazes me that a staff treats customers like this it's horrible & the owner should be ASHAMED of himself to let people like that run that place. Oh & btw make sure you don't have "Travelers" insurance cause apparently it's a 3rd party insurance to them when she told me over the phone we are allowed to use our own insurance. AGAIN SAVE YOUR MONEY GO TO ENTERPRISE OR SOMEWHERE ELSE ! Your money will be more worthwhile else where. These people are scum. read more

Wish I would have read this before I rented from ACE. My experience was similar to all of the others. I ended up paying nearly double what I had paid through Hotwire. They were pushy at pick up. Did not explain additional fees. They charged us $44.22 for gas. We returned it full and did not sign up for pre paid fuel. They charged us nearly $100 for additional driver for 6 days. When we picked up our reserved car we indicated we would need an additional 10 hours the pick up counter said no problem.. no fee explained. Charged us $80.62 PLUS extra day premium of $30 .. for 10 hours longer in a crappy, dirty scratched up Volkswagon Passat. $536.25 for 6 days when all said and done (orig paid $271.34 through hotwire for 6 days - BUT ACE packed on an additional $264.91. When I called the Fort Lauderdale ACE rent car to discuss (since I did not get any paper work when I dropped off the care) the 'not so friendly' customer service rep, "JC" hung up on me he was "too busy" to explain. I called hotwire to assist me but they were unable to get any assistance from ACE either. I call back again and "JC" said "they" are working on it and to call back "tomorrow". DO NOT RENT from ACE -ever! Customer care website not up to date. No reply. Cannot believe they have not been shut down or turned into the better business bureau. read more

I rented a car from Ace Rent A Car in New Britian about one month ago. It was the worst rental experience of my 59-year-old life. First, I rented it on line, but I needed to change the reservation for a morning pickup. There was no obvious way to do that on the website, so I canceled the reservation and made a new one. Unfortunately, they charged me for both reservations. When I went to pick the car up at 7:30 in the morning, the office was not open even though my reservation was for 7:30. I called the toll-free number to find out what I should do. A very rude young man answered the phone and said, without a hint of care, concern or apology that I needed to just wait....everyone is late sometimes. When I explained to him further that picking up this car was time sensitive, he literally said, "Hey you can say the same story over and over again but there is nothing I can do, and besides, haven't you been late to work before?" Finally, one half hour late, a lady came to open the office and offered no explanation as to why she was late. We then started the rental process. Nothing was out of the ordinary...car rental companies always find ways to jack up the price once you are there, so I had to pay $175 for insurance. Because I was upset that she was late, making me late as well, , she gave me a free upgrade and reduced the refundable deposit from $250 to $150. However, when she entered it into the computer, she put it through as a purchase. Now, my checking account was hit for almost $500 in charges. The gas tank was 3/4 full, and it is a good thing I generously filled it to the brim because they had every intention of charging me for the gas. In two or three days, one of the rental charges dropped off so now the only thing left was the $150.00 deposit which they said would be refunded in 3 weeks, but that I would need to call the main office number to remind (!!!)in them to issue the refund. Three weeks passed, and no refund. When I called to fix the problem, they would not acknowledge that this was a deposit and was supposed to be returned to me and that it should have been placed on hold instead of debiting my bank account. I had to have my bank process a dispute claim, which is currently underway. The bank has issued a temporary credit, but the car company insists that this was a legitimate charge. Today, I went to my bank with all the supporting documents to show them what happened, and they are going to get my money back. Ok, why would I write such a long complaint is BECAUSE I WANT TO WARN EVERYONE NOT TO GO THERE!!!!! They end up being the same price as any other place after they add up all the extra charges. AVOID this place at all cost and go to one of the "big boys" like Hertz, Enterprise, Alamo or even Budget. Their charges end up being the same and they are professional. read more