Let me start by saying that the process to pick up the car is horrendous. You have to take the air train, a bus etc and then call the shuttle to get you- by the time you do that you then wait for a shuttle and the rental agency is off site from the airport. I'd save time by taking a Lyft or uber to the location for pick up so that you don't sit waiting forever. The pick up process was okay and the guy who helped me was friendly but I definitely got swindled into getting extra insurance that my car insurance broker confirmed I didn't need. Make sure you have your coverage to prove you don't need it. I could have saved some money by not doing that. The car offered was brand new with few miles and in great condition. It was reliable and unlimited miles and the price I paid for the car was less than agencies on site at the airport. Dropping off the car was fast and easy and they checked everything out for signs of accident, etc and it was fine. Bob helped me and was fast and very kind. I'm writing this now while waiting for the shuttle to get back to the airport. Again- waiting rather than just scheduling a car, etc to be more efficient. I'd say that's the biggest downside. Overall I'd say if you want a cheaper price for a rental car with unlimited miles and are willing to do the run around for the off airport service, it's worth it. For me personally, I'll probably stick to something on site moving forward to not waste so much time getting to the rental car and getting on my way. Rating this as 3 stars because the car was great but the way the shuttle service etc is handled isn't convenient. Thanks! read more

My experience with ACE/Drivo was extremely disappointing. 1. Confusing airport pickup The location is very inconvenient. Unlike the major rental companies located at the airport rental center, you have to take a separate shuttle. Their emails repeatedly referred to Drivo as a "partner," which reasonably led me to believe they were located at the main rental facility. They are not. To make matters worse, there are still Drivo signs inside the airport rental center, so we dragged our luggage up to the third floor looking for an office that no longer exists. Only after going back to the AirTrain and waiting about 10 minutes for their shuttle did we finally reach the actual location. The only explanation was hidden in the fine print at the very bottom of the confirmation email. I strongly disagree with this approach--it is misleading and wastes customers' time. 2. Long delay My reservation was for 11:00 AM. At 12:15 PM, I was still waiting for a vehicle. 3. Poor customer service When I asked about the delay, the clerk simply shrugged and said, "It happens," offering no apology, no solution, and no effort to make things right. 4. Vehicle quality To be fair, the car itself was mechanically decent, but it had over 50,000 miles and clearly had a history of cigarette smoking, despite the heavy air freshener used to mask the odor. 5. Real consequences Because of the delay, we missed my daughter's registration and lunch at her fencing camp. This wasn't just an inconvenience--it affected our plans for the day. 6. Generic response You can read ACE's automated, copy-and-paste response below. It completely ignores the actual issues raised. 7. Misleading signage I've included photos showing that Drivo signage is still present inside the airport rental car center even though there is no Drivo counter there anymore. I can only imagine how frustrating this would be for families traveling with children and multiple bags. 8. More waiting after being told the car was ready I was told my vehicle was ready and instructed to go outside. However, the rental system still showed the car as being serviced/refueled. The screenshot is timestamped 12:20 PM--despite my reservation being for 11:00 AM. Overall, this was a frustrating experience caused by poor communication, confusing pickup logistics, excessive delays, and indifferent customer service. I would not rent from ACE/Drivo again unless these issues are addressed. read more

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I reserved my car through ACE Rent a Car, but upon arrival I learned it was actually Drivo Rent a Car. To begin, as another review indicated, the process to pick up the car is horrendous. You have to take the air train, a bus etc and then call the shuttle to get you- by the time you do that you then wait for a shuttle and the rental agency is off site from the airport. When I returned the car their clerk said he needed to charge me $250 for "excessive" crumbs in the back seat. (Please see my attached pictures- do you see $250 in costs to vacuum "excessive" crumbs?) I reasonably became irate and demanded to speak to the manager. The manager came to the car and told me I would absolutely have to pay because I was rude to his employee as he was just doing his job as he was trained to do. The manager then looked inside the vehicle and claimed there was pet hair all over the seats! HUH?!? The only thing in the back seats were crumbs from my special needs daughter's sandwich! I subsequently received an invoice for $250 for pet hair. I was also charged another $200 without explantion at all. This $450 of charges is an outrage!!!!! It is wrong on every possible level! They must not get away with this on me or any other customer!!!! I complained to their Customer Service department and they reviewed the pictures. I was then told the charges would stand for them having to vacuum the back seats crumbs and also for a foot print on the floor mat. Was the additional $200 for the supposed foot print on the floor mat? I am living a nightmare!!! Do not let this happen to you!!! I reached out to the owner for help but he did not respond. DO NOT RENT FROM THE COMPANY!!! YOU WILL BE VERY SORRY!!!! IT IS A MONEY GRABBING SCAM!!!! read more

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This is a major scam. They never do a walk through w the car, then they pin you with papers all prepared with an estimate of your collision and make you sign a police report that you crashed your rental car and owe $5000. I have never had any rental car collision or damage and this place scams you and tells you you damaged the car and it is not true. I will never ever rent from Ace again and I will be calling corporate and complaining to the BBB. The Google reviews that have 5 stars are fake. If you read them carefully you will see. The truth comes out. They tried to first tell me I damaged the car on this area which I didn't and then I got emails stating I owe $5000 for a collision accident. read more

ACE Rent A Car - Car Rental Near Me - Newark, New Jersey

Crazy and convenient Tahmid was courteous and helpful Would definitely rent here again read more

I highly recommend avoiding this rental car agency unless the normal airport providers are all sold out. For starters, exit the EWR AirTrain at P3 Hotel Shuttles (not P4). These folks are off airport and it was nowhere in the Priceline booking itinerary this info on where to go. Next, for the EWR location, call 855-550-0008 option 6, not the number on the itinerary. After waiting on hold for over 40 minutes, they advised I had the wrong number. Very confusing. Their shuttle seatbelts were all Duct Taped and sketchy. Upon arrival they will pressure you to purchase needless insurance. Be prepared to show coverage. Finally, review your credit card statement. Almost a week after my rental, they still had a credit hold. I had to call for them to release it and credit it back to me. You get what you pay for, and this place should be your last resort if you are desperate for a car. Take photos and protect yourself from their business practices! read more

Awful experience. Bad customer service. Attendants don't explain clearly and speak for low could barely understand them.

I can't stress enough how important it is for any and all readers TO GO ANYWHERE ELSE but here, if they need a vehicle. However if you have literally nothing else going on in your lives and need some form of quest to chase an adrenaline high? Boy, is this the place for you. It took us roughly 3.5 hours just to get to this place, from NYC. Why? Because the information/signage/guidance to WHERE THIS PLACE IS, isn't just awful - it feels like a purposefully-engineered social experiment to see how people act under stress. Like lab rats in a maze. If you're coming in from NYC, you'll likely start by arriving at Newark Airport train station and asking where the car rentals are - and you're told by any employees/staff/locals to get on the air train and get off at the last stop, where (virtually) all the car rental options are. After getting off the AirTrain at the very last stop, you'll have to walk roughly 10-15 minutes down a massive corridor til you hit a Car Rental hub with about a dozen companies - Budget, Alamo, Sixt, Hertz, etc. More rental options than you can shake a stick at. Ace is not one of them. Matter of fact, Ace is nowhere near the main car rental hub. Where is Ace, you may ask? The sheer arrogance, the ungodly hubris of such a question! Suffice it to say there is zero signage telling you where Ace is, near or around Newark airport. Certainly not at the AirTrain stations, or anyplace else that would make sense. It feels like inquiring about Ace is like delving into an unspoken taboo, a blacked-out government secret best left untouched by naive customers like you or I. But should you choose to try your luck and tempt fate, you'll have to ask random people in the car rental hub and hope they give you the secret first step towards reaching Ace rentals - go back down the infinite corridor, get back on the Air Train, and get off at "P4". Await further instructions there. Once you've arrived at P4, you have to ask Newark Airport employees where to go next - because (you guessed it) there's no signs telling you where to go or anything. Certainly no written evidence that Ace is anywhere within a 10-mile radius. The next step in your quest is to await a shuttle bus that takes you from P4 to the Ace Rental spot about 10-15 minutes down the road. The catch? There's about a dozen shuttle busses from various hotels / Holiday Inns stopping in that exact same spot, with signs along the road for each of them (but none for Ace, DUH); you have to consult the proper augurs and perform the correct chant to summon the Drive-o shuttle, which is apparently the only one that can take you to Ace Rentals. The kicker is that in some cases, YOU have to CALL THEM directly so they'll deign to send a shuttle to the P4 air train stop to pick you; it's (sometimes) on demand, not automatic. We waited 30-40 minutes in the Summer heat for the blasted thing to show up, kinda like Waiting for Godot but more depressing somehow, and finally called in and were told "yeah, we'll send a guy". Finally, IF and only IF you have followed the right steps, uncovered the secret Easter Eggs and solved the right riddles along the way...you're finally, blissfully rewarded with a dropoff at the fabled Ace Rent-a-car lot in the middle of nowhere. Which, even by low-cost car rental standards, looks like a bit of a trash-heap. Need a restroom while you wait for your vehicle? No problem, you'll just need to exit their office building, walk across two parking lots, and enter an outhouse with no locks and a toilet that takes three attempts to flush (should you feel charitable towards the next user). Meanwhile, there is only ever one person behind the desk for renting out cars - no matter how long the line (though again, given the sheer difficulty of getting here, I doubt it's ever more than 5-6 people deep). The gentleman we met tried to give our car keys to the wrong customers, but luckily we knew which car we were renting and were eventually given the keys to it. To be fair, it's our own fault for giving this place our business in the first place. There were barely any available rental cars for the weekend in any of the surrounding car lots. The only place with cars to rent was this one here. Kinda like the suspiciously empty subway car, when every single other option is completely full. AVOID AT ALL COSTS. Or proceed, and Abandon All Hope, Ye Who Enter. read more

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Although this is a smaller company to rent from and a bit hard to find it was a great experience, they tell you about the covered areas and make sure you know what's in your package. Their system was a bit slow when I first came in to rent but they apologized, took their time and gave me a newer rental as a thank you. Bob made the drop off seamless. read more

The automobile was just right for what I need. The check in was fast and checkout even faster. The shuttle service could be improved as the driver may lack a bit of personal touch. BOB is good at checking out. read more

Amil Very nice and very helpful Thanks so much Amil Thanks for the tip about tolls and how to avoid on Google Alan Spragg read more

They did not have the car I rented upon arrival so they charged me over $40 for a car I didn't order. then charged me a lets fee when i was 2 hours early to drop off. SCAMMERS!! do not use this company. also overcharged me by another $75 according to my agreement i agreed to pay about $175 and was charged $200. read more

When I returned the rental car, Bob was very persistent about me giving him a good review. I told Bob I would, however my sister and I were in a hurry to catch our flight back home and would write the review later. He assured me the vehicle that was to take us to the airport would be returning in 5 mins. I explained we didn't want to be late for our flight, so 20 mins later the driver shows up while all along several of the workers kept reassuring us the driver was pulling up! The only thing pulling, was the guys working there trying to pull some BS on us!! My sister and I barely made it to our gate at the airport (almost missed our flight)!! I would not recommend using ACE rental car if you depend on their service to get you to the airport in time for take off!! The only concern Bob had was to get a good review, not at all concerned if my sister and I would miss our flight home!! read more

The shuttle was a nightmare, trying to figure out and took it over to the car rental place then waiting in a line for one representative to help people and then waiting again for one guy to bring up each vehicle and then getting a vehicle that had three or four of its components, not working, including the car alarm was an overall horrible experience. The two guys working were nice and the shuttle driver was nice, but the whole Customer experience and the hoops we had to jump through was clearly not worth the savings of renting from a company that is offsite read more

ACE Rent A Car - The Parkinglot guy had to go through and do an inspection of each vehicle before handing the keys to each customer. - Car Rental Near Me - Newark, New Jersey

Nigora has a superb attitude and provides great customer service. Goes above and beyond.

Wonderful customer service and great, new vehicle. Will definitely rent again. Bob and Amil were awesome!

Shuttle driver Barbunde was amazing and very professional! I would recommend this to a friend

This place is horrendous. We waited for 2 hours to get a car. They kept saying they didnt have a car, then they were cleaning. At the end we get a car with dents. Horrible communication, service, just a terrible experience. Go somewhere else read more

I have been to Newark Airport frequently, where I have rented a car numerous times. This is an unusually poor rental car agency. To start, it is extremely difficult to find. You have to catch a shuttle at P3 from the AirTrain. However, when you arrive at P3, there are numerous hotel shuttles (all of which are clearly marked with signs); BUT there are no signs for the Ace/Drivo/Fox shuttle. Strange! That issue is, however, actually a drop in the bucket compared to the customer service you receive when you finally arrive at the rental agency. Their basic "game" is to make it almost impossible for you to use your own auto insurance coverage to cover your rental car. Which leaves you with the opportunity to purchase their auto coverage. The rate for their auto coverage was MORE than the cost of the car rental. I actually had no choice but to leave, even though it had taken me 45 minutes to reach there. This is a rip-off rental car agency. The man with whom I doubt, Amil, is an unfriendly, uncooperative, and deceptive person. I eventually returned to the main rental center at the airport where I rented a car from another agency without any difficulty. read more

ACE Rent A Car - Amil - Car Rental Near Me - Newark, New Jersey

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Great, Bob was great! It was great overall experience, no complaints! Car was nice.

Corporate telephone rep could not speak English well and could not properly read the address for pickup.

Our shuttle driver babatunde picked us up with no wait. And there was very little line at the check in counter.

Diego is the best!! They were great. The car was very Nice and brand new. They gave me a ride so I didn't get wet in the rain.

Regular insurance card and a credit card isn't enough. they will force you to buy their coverage especially if you got a prepaid rental, even if you didn't and you cancelled and rebooked you would be paying a more expensive booking than before. these people are scummy and it's not even ACE or FOX it's Drivo read more

I landed at Newark Airport, had to wait 20 minutes for a shuttle to take me to their offsite location. Upon arrival, my request for a car rental, which was already prepaid through Priceline, was denied. They said I didn't have enough credit. My FICO score is 783. I then had to wait another 30 minutes for a shuttle to take me back to the airport, so I could get a rental car from another agency. This was outrageous. I will never again rent through Ace - or Priceline. read more

Ace rent a car was such an easy way for me to rent a car for my trip! The prices were great. Alex helped me through the process and his customer service was top notch! Would recommend. read more

Totally recommend we got here at about 11pm and Jason and Amil were super nice and helpful. It was quick to check in and check out we used the QR code to verify our insurance and check out was quick and simple. Both gentlemen were respectful and courteous. Great rates and great employees. read more

This location is extra slow with a full staff looking right you!!! You have to beg to be helped and when they do they act like they doing you a favor. Bring back customer service like does it even exist smh read more

BEWARE : Drivo, Fox, and Ace are all the same company!! Terrible customer service and a 4 hour wait = 1 star rating. The van we got was also very messed up. One of the back windows would only roll down 20% of what the other one would, the sliding door wouldnt close completely so we would have to close it several times for it to work, the "brake now" alert would come on even though there was nothing in front of us, and the list goes on. They tried to put us in an SUV and then a large shuttle van because they didnt have a mini van on hand even though we had a reservation. Just go with the major brand if possible. This was the WORST experience ever. read more

I wish I could give 0. I booked a car through Priceline and needed to cancel because of a flight cancellation. They didn't respond to me until today. So bad! Don't do it to yourself read more

Dior was very nice and very helpful i really appreciate his patience the store was out suvs so he upgraded me for free

Terrible fraudulent company, multiple names (like Drivo, etc) to mislead people. Very deceptive, the customer service is nil. They have penalized by Attorney General. People should get together and arrange an aggregated litigation against those terrible fraudsters. CheapOair is another fraudster to avoid. They are flannelling customers to Ace Car Rental. So you guys could miss a flight as I did due to their faulty car. read more

The check in process took about 90 minutes. Last thing you want to do after a long flight at an airport rental car center. It was brutal

BEWARE OF THIS COMPANY. My experience: After arriving in Newark from California, I finally found Ace Car Rental. It was not with the many other airport car rental agencies. Rather it was at an off airport site. My wife and I waited for Ace to finish with another customer, who was clearly upset for having to prove that she already had comprehensive insurance and did not want to purchase Ace's additional daily insurance. She even had her insurance agent on her her phone to talk to Ace staff, which did not seem to be helping. When she was told to sit down with her child and wait, it was our turn. We experienced the same thing. After spending a long time showing our insurance coverage documents (we had saved to our phone), we were finally allowed to rent our reserved car without having to buy the extra insurance. We then had LONG wait for the car. When it arrived it was scratched and had front end damage from a previous accident. We were told by the manager (guy in charge) that Ace would not be providing us with documentation of the damage because they already had that documentation in their computer. When I asked if I could have a copy of that documentation I was told by the guy in charge NO! When I asked if I could take a couple of photos of the computer documentation I was told NO! If I wanted a different car I'd have to wait and pay for an upgrade. This "guy in charge" (other staff members followed his orders) did not have a name tag and refused to provide his name to me. When I took a picture of him he became upset and told me that I would not be able to leave the parking lot with my rental car until I proved that the photo had been deleted. I was tired after a long flight and had already spent over an hour at this rental place, so I proved that I had deleted the photo. This review is already too long so I'll just say that returning the car, which had been cleaned, filled with gas, and did not have additional damage was another negative experience. Negative experiences similar to mine were shared with me by others on the shuttle bus to the airport. If Ace Customer Care responds to this posting with their standard response of saying how sorry they are about my negative experience, or that they will be sure to talk to the Newark manager to make sure this does not happen again or for me to provide more details so they can further investigate my experience, I won't believe them. I learned that there have been similar reviews at many of their rental sites for years and things appear not to have changed. read more

ACE Rent A Car - Car Rental Near Me - Newark, New Jersey

This has been THE WORST car rental experience EVER! I rent cars often enough to know that the customer service in this place was less than professional, obnoxious even. Shawn was the agent that attended to me today. He was condescending and just plain rude. Told me if I was unhappy to go somewhere else. Trust me I would have if I hadn't already prepaid through HotWire for my week rental. He did not want to honor the benefits of the Amex I was using for the insurance waiver. He told me you paid for the reservation through Apple Pay and we can't verify if you used the Amex card, even after I presented the card with my drivers license. The last 5 digits of the credit card matched!!!! I had to call American Express and the customer service rep explained that Apple Pay verified the Amex card for purchase and the coverage for collision still applies. This ensued into an unnecessary 35 minute argument because he refuses to listen to me, the customer. Just seemed adamant that he did not want me to rent their car even though I had prepaid. This is the absolute last time that I will use Ace! I will pay the extra money to use Enterprise, National or Hertz. This was a futile attempt to save a few extra dollars. It was not worth the stress and raised blood pressure dealing with an idiot at the customer service desk who clearly did not want to help me. Finally, I failed to mention they are off site from the airport...it took them 45 minutes to send a shuttle for me. I could have taken an Uber and arrived faster! This has been the worst rental experience for me. Do not use this agency! If you do you'll be sorry! The manager Timi did finally assist me and apologized for the behavior of Shawn. I told him he should use this as a teachable moment and show Shawn what good customer service looks like! read more

Operational efficiency: None. I waited over 25 min for the two employees to troubleshoot some issue for the one customer ahead of me. Not sure why the other employee studiously ignored me when I asked if he could check me in so I could get on my way. Logistics: Complicated. This is an off-airport location so I had to take a shuttle to the Air Train, take the Air Train, and finally take a shuttle from Parking Lot A to the location. All of that took a good 30 min from start to finish. Price: Better than the onsite rental car options. In retrospect, the small savings was not worth the massive hassle - as referenced above. read more

Skip this place at all costs. I wouldn't rent a car here even if they paid me. It's not convenient to get to from the airport: take an air tram, get off, call them & a shuttle shows up, 5 minute drive then you're finally there. The counter staff isn't very helpful. Very confusing about the whole insurance situation. Finally got the car: oil change required earning, broken seat belts etc. Just don't bother. Stick to one of the name brand places that have a location on the airport. If they're inconvenient yet had great service then fine. But it's inconvenient & have bad service. Hard pass. read more

Be Ware of This Company Don't Rent from this place. They will use your reservation for ransom to upsale you. I was denied my reservation because my insurance didn't cover Collision. I furnished the coverage I purchased with my reservation. They didn't want to accept it Eventhough I bought from a Website they are on. They accused my coverage of being Liability and that they don't accept Liability. I was denied the Vehicle. They canceled the reservation to give me a paper about credit. I had to go home and go back and forth with customer service all morning. I proved that I was covered for Collision. They told me to go back. Then they tried to charge me for Liability that I was only covered for Collision. NO LIES. I said I been down this road. I received the vehicle 19 hours after the pickup time and date. They ruined my Vacation because I was so worried about what else they would charge me for. I just received a bill 200.00 for tires. I returned the car with all 4 tires. I asked for a receipt at the counter and they refused. They took advantage of my reservation. used my Vacation as ransom. I called this company 3 tiles before pickup to make sure I had everything. Once I was in front of them they kept trying to bill me 500.00 on top of the reservation that was completely paid for. I gave them the hold and now in order to stay with the hold they charging me for tires they have. You have been warned . There were other People going through this situation when I was approaching the counter my felt the put of my stomach. They will make up charges to charge your CC extra $$$ that is unnecessary and unacceptable. I have one income and live with a Disabled Person who has to live off of my income. DONT RENT FROM ACE/ DRIVO THEY WILL SELL YOU INSURANCE ON TOP OF INSURANCE YIU ALREADY HAVE. $500.00 AND IF THEY CANT GET THAT THEY WILL CLAIM DAMAGE TO STAY WITH THE DEPOSIT. RENT FROM INSIDE FEDERAL CIRCLE. THE AIRPORT DOESN'T TAKE YOUR RESERVATION AS RANSOM TO DRAIN YOUR POCKETS FROM UNNECESSARY CHARGES. THEY WERE DOING THIS TO EVERYONE. THAT WAS IN FRONT OF ME AS WELL. read more

ACE Rent A Car - Car Rental Near Me - Newark, New Jersey

Shuttle takes forever and bad service Wouldn't recommend it at all, been waiting for at least 20-30 min here read more

The service I received with Tahmid was super attentive and detailed. I knew exactly what kind of coverage I was getting and confident about the car I would drive in the snow. ACE is a car rental service you can trust in! read more