I paid in full through Priceline, then was charged a booking fee with the rental company when I got there. No matter how much I explained that I paid in full already, she was adamant that I was responsible to pay an additional booking fee. I'm now trying to get that refunded through Priceline. I had rental car coverage with no deductible through my credit card company but they refused to use it and made my car insurance my primary for the rental. Then took a $1000 deposit because that's my insurance deductible. I had both policies printed out and they still refused to take my credit card coverage. The front desk staff was rude with no customer skills at all. I waited about 45 minutes at check in and check out though there was only one person in front of me both times. At check in, someone came in and went around me and staff took care of him before me. The car was clean until I leaned the seat back and discovered some disgusting I don't even know what. I should have listened to the feedback on the Puerto Rico Facebook groups about this company and booked elsewhere. This was literally the only bad thing about my entire trip but the stress sucked. The only good thing about this company is the airport shuttle. Super friendly service both ways and quick pick ups. read more

Worst company EVER DONT WASTE YOUR TIME! They charge the deductible of what u have on ur car anywhere from $500-$1000 so they hold that PLUS the cost of the car! They charge by the day but don't give u the full day! They wanted us to return our car at 1am the day before even though we should've had until 12:01 am the next day! Not got to mention they processed my husband the entire way through as the wrong person ! And yes he has his ID! Rent from real company where they hold $250 and all fees and in black and white ! This company there is a fee for everything! I think they may have even tried to take my husbands DNA! Don't waste ur time cheaper IS NOT always better!!! read more

Horrible service, they charge a huge amount for deposit. The front desk guy had trouble with the system and was trying to charge it double. I had to call my credit card costumer service since they were requesting that, Amex told them that it was not an option gain w they had to cancel it from their end. What a waste of time and not a good way to start our vacation. read more

If, after flying however many miles you travel to get to Puerto Rico, you want to sit with your thumbs tied for a few more hours with many families in the heat, this is your place! Exceptional prices that forewarn the experience inside the portable rental building! The staff tries their best but, something is just not working and it should not come at the cost of your time during a relaxing vacation. Upon return we ended up having to leave the keys at the unattended desk, as we were going to miss our flight (we waited for 1 hour at 4 am) read more

ACE Rent A Car - Car Rental Near Me - San Juan, Puerto Rico

Scam, scam, scam Found this place on Priceline and agreed to reserved a vehicle for $168. They quoted me $1057 trying to sell me insurance that I did not need. You can tell how they are trained to avoid any rejections and to get you to go with theirs despite having full covered insurance. They did not gave me the vehicle I originally choose. Car was not sanitized nor clean or vacuumed. There were sand all over the floor, seats, dash and the gear stick area. We also found empanadas envolved in napkins under the driver seat. At night time the head lights were not working so I had to use the high beams. Never again! read more

This is my fav rental place on the island. It's 24/7, has a shuttle that picks and drops you off and the rates are really solid. 12 day rental cost me less than $700. Only two issues is you have to bring your proof of insurance every time to show them and their toll rate, $10/day is way too much. Don't pay that toll rate, just select no tolls on Google maps and you'll be fine. read more

We rented a vehicle from here using Expedia. Aside from the shuttle pickup when we arrived to Puerto Rico. We had no issues from pickup to dropoff. The rental location is offsite from the airport. They do have quite a bit of upsell when picking up the vehicle at the counter including a deposit based on what the insurance deductible is. We opted in for the basic toll package and luckily we did. We used the toll about 3 times during our trip. There was a slight adjustment a couple of days after we dropped the vehicle off due to the toll charges. The deposit was refunded just a couple of days later. Make sure you take some photos of the vehicle before leaving the lot and return it in the same condition it left the lot in and you'll be okay. I was there when someone was complaining about paying the deposit and another person getting irrate because they had to pay the cleaning fee due to sand being on the seats and dash. They do send out a disclaimer after booking the rental. Read that and you shouldn't have any surprises when you show up. If you didn't get the disclaimer call them. They also go by Charlie car rental. read more

ACE Rent A Car - Our rental for the weekend - Car Rental Near Me - San Juan, Puerto Rico

Fast airport pick up and return. Clean lobby. Great service. I was in and out in a few minutes.

After all the misunderstanding, Ace Rental Car return my money back. The owner contacted me and apologized about the situation that I had. read more

ACE Rent A Car - That's the way the tire looked after the rescue patrol changes it. - Car Rental Near Me - San Juan, Puerto Rico

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Rented a car here great price for the days I used it and only took 3 business days for me to receive my deposit back.

Beware!!! My parents rented a car from Priceline and prepaid around $500 for this place. Everything was fine but but when they arrived to pick up the car, the attendant did not want to honor my parents full coverage insurance (Progressive Insurance) and made them add the additional in house coverage when they did not need it. They said that they wanted to see the whole insurance contract of their insurance and wouldn't honor their card. The insurance card should be more than sufficient. I don't think people have to have their insurance contract on vacation for it to be accepted! They ended up paying $880 for a car rental that was originally around $500 for 9 days. The car also had manual roll up windows & locks. What a joke!! Stay away and if you do rent from them, call them ahead of time and make sure you have the right documentation so this doesn't happen to you. Nunca vamos a regresar a este lugar! read more

No stars!! In Las Vegas, we had to catch 2 shuttles to get to the business. Waited over an hour in line to get a car. Charged twice because we booked through the Hopper app. When we emailed them about the double charge, they basically stated "too bad, here is a copy of the invoice". Never using their service again, I do not recommend ACE in Las Vegas. read more

They scammed me , prices reserved online was 180$ with all there hidden fees and taxes it came out to be 580$ read more

ACE Rent A Car - The car I got from ace car rental was supposed to be a luxury model - Car Rental Near Me - San Juan, Puerto Rico

Overall I had a good experience. We didn't wait long for the shuttle getting us to and from the airport. My car was pretty new and very clean. read more

BEWARE! Use a different company. This was the worst car rental experience I have had and I travel and rent cars a lot. It was presented as ACE on Orbitz but was actually Charlie Cars a small independently owned car rental company. I received information regarding insurance and deposit costs the day before my arrival so there was no time to change to a more reputable organization. When I arrived at the rental facility it was small and dirty and the person who assisted me with the rental was extremely rude and in helpful. they wanted me to leave a deposit of my insurance deductible or buy their insurance everyday and have a $250 deposit. If I had know this with enough time before arrival, again, I would have rented elsewhere. The car was small and overly used with dents and dings all over. The air conditioning barely worked and in Puerto Rico you need it with the driving you need to do. I reserved with my husband as the driver and they wanted me to pay $10 to add him when I got there. Everything was a scam and would never recommend using this company to anyone. It was a definitely a bate and switch. Update 6/29/23: Ace and Orbitz take no responsibility for their false advertising and bate and switch practice. I have already cancelled another Ace reservation that I had upcoming and changed to a reputable business. Do not rent from this place. Please see the other reviews that had the same experience this is not an isolated incident. read more

Terrible! They are not at the airport. Waited in line twice, then when we finally got a car the guy behind the counter came out and said "sorry that's the wrong car". Had to wait another 20 mins for another car so they could clean it... clean it?! it was filthy and has lots of damage. Don't recommend. read more

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TERRIBLE EXPERIENCE! Just to summarize I lost my flight thanks to ACE-rent-a Car. Picked up the car at Aguadilla Airport (BQN) to drop off at San Juan Airport (SJU). The employee at the pickup counter in Aguadilla, although very friendly, failed to mention the drop off facility is located outside the airport. Needless to say, I wasted my time trying to search for the drop off spot at SJU car rental facility. I called their location at ISLA VERDE and a very bland and joyless employee stated, it was not possible as a onetime courtesy for me to drop off the car at the SJU airport garage even when I volunteered to pay an extra fee. I finally made it to their location in ISLA VERDE and the location in unstructured. It seems they had different lines for different purposes, but few of the employees at the counter were just standing there looking at their phones while there was a wait line of 3-4 customers. A mixed of customer service, especially all the LADIES working at this facility had an ATITTUDE. The gentlemen were more helpful and eager to attend customers, but you can tell ALL EMPLOYEES DO NOT CARE about the customers and quality of service. The main star, I give is to the driver of the shuttle bus, a nice young man whom had a SMILE at all times, also, we forgot an item at the car, he called us and offered to drop it at the airport for us. Under no circumstances, I would ever book a rental car again with this company, NEITHER recommend it. read more

Was quoted $269.14 paid $65.00 deposit. We got there and were FORCED to pay toll fees and additional insurance on top of the $65.00 for collision that we had already paid. We received a car that was filthy. We ended up being charged a total of $428.00 after our $65.00 deposit. Not $204.14 as quoted in my reservation documents. read more

I had an excellent experience with Ace Rental in San Juan. Their van was prompt for pickup and delivery and the customer service was good and the price was excellent for an under 25 driver like myself. Only negative is the parking lot is pretty small so when it's crowded, it can be a little overwhelming. read more

If I could leave 0 stars I would. My flight was delayed an hour and then I got to this rental car place an hour after that and they gave my freakin car away! And they still charged me the $530. AND they had no other cars for me so I had to go back to the airport, no cars there, so I had to call an Uber. This all happened after midnight. So it's like 2 am and I'm in a foreign place where I don't speak the language. Worst way to start a vacation. These people were zero help. How do you give away someone's car reservation ! And then still charge them for it?? read more

UPDAYE: That lame, fake, useless apology does nothing for me. What do you do to make up for your terrible customer service? Your business is shameful. SLOWEST SERVICE EVER! waited over an hour just to get the car that was pre-booked and then 45 minutes to drop the car off. The the shuttle driver answers the phone for 10 minutes before taking you to the airport because they have only one person behind the counter. Missed our flight. Thanks Ace! Don't use them read more

Terrible terrible terrible terrible do not waste your money literally these guys stole 500$ from me they canceled my reservation and still kept my money my flight was changed i had no control over it i would never in a million years use this company they completely screwed my visit to puerto rico up i had to cancel my air bnb and had to book a hotel for 4k because of their theft to at least be of walking distance of some of the main attractions here in puerto rico do not i repeat do not and I emphasize do not let me say it one more time book with these guys they go by ace car rental than it becomes charlies this was straight robbery read more

I will never rent from these people again. First time ever I go outside of the big rental car companies when traveling to Puerto Rico... I thought maybe it would be worth saving a few bucks. Not!!! First, coming in around 11:30 p.m., I waited over 30 minutes for the shuttle and then there was only one person working the counter, so it was SLOW. The "discount rate" you book online is a big fat LIE. When you get to the counter you are forced to buy their collision and liability insurance while Budget, Avis and others allow you to waive if you have purchased travel insurance, which I had. They tell you that if something happens to the car, you have to pay the damages upon return and then deal with the insurance yourself. Who does that?!!! On return there were 3 clerks there and the process was STILL as slow as it was when I picked it up. The guy tried to get me on the hook and charge me for a bump on a tire that only their employee could see apparently. Again, I picked the car up around midnight, so no way to tell if there was a bump there or not. I told him it was ridiculous to charge customers for that... it should be normal wear given the road conditions in Puerto Rico. His answer: "it hasn't happened to me and I drive here every day". Yeah! Great customer service pal! They get one star because the car I got was actually clean. That's it. Sure, you pay a bit more upfront with Budget or Avis, but what you pay is the final price. No upsell, no obligatory insurance, no gimmicks. Plus, the time you save by renting right at the airport rather than sitting around waiting on a shuttle alone is worth the extra money. Avoid this place if you can! read more

Would give zero stars if I could. Waited at airport for over an hour, then had to jump through hoops to get insurance worked out. Worst experience ever. read more

Very pleased with staff and service at Minneapolis airport. Will definitely recommend and use again! Thank you!

Had a reservation through Priceline ... flight was delayed 3 hours they had my flight info but when I got to PR called them and they told me my reservation was canceled because I didn't show up at the time I stated on the booking. They then proceeded to tell me they also had no more cars and hung up. Imagine it's 9 pm just got to PR and now I have no car. Started the trip off on a bad foot and pretty much turned me off from the whole island. I have NEVER had this happen to me and I rent/travel about 3 times per year. I was shocked!!! Horrible ... read more

Service was awesome, my flight got delay for 5 hours. Called to notify my delay and they were very kind. Got to the rental and they pick up us very quickly and we end up making an Upgrade. Prices were amazing! Completely recommend.. read more

While I would love to give this a 5 star rating, unfortunately, I cannot. Due to one employee my boyfriend and I were charged an extra $100 for insurance when we specifically stated that we would be use our own., which by the way is full coverage so it shouldn't have been be a huge deal. We showed the employee everything that was requested of our personal policy, and understood the complications it would bring by not using their insurance IF we were to get into an accident. However, in the end we were charged for their insurance anyway. Unfortunately, we couldn't stick around long enough to fight the charge due to our flight. I normally don't write reviews, but I thought I would share this with others because I wouldn't want it to happen to anyone else. If you do not want to purchase their insurance do not feel obligated to do so, and make sure that whomever is assisting you does not charge you for it. I had other family members rent from here at the same exact time, and they were not charged any additional fees even while using their own insurance as well. It all depends on who's assisting you. read more

They get a two because the shuttle service from the airport was great. We booked a great rate and read the fine print. Showed up at "Ace" and it was also Charlie car rental. That's fine...we have rented with Charlie in the past. We began the rental checkout process and they asked to see my car insurance. They saw my $1000 deductible and said they needed to put a $1000 hold on my credit card since my deductible was $1000 with Geico. I asked them to show me where it said that in my reservation ($1000 is a big hold) and they showed me Charlie's fine print. I said that I have never had to leave that much money and that I booked with Ace and the attendant said they are Charlie. However, there was and Ace sign right above his head. He insisted that since they were Charlie and that Ace was a "third party" booking site that it was legit. Then they offered us their $19 a day insurance coverage. Smells like a scam, right??? We had also booked with Hertz so we got a ride back to Hertz at SJU and got the same price (if we had added the insurance) with Hertz. I think Ace and Charlie are taking advantage. Had they put the deductible info in the fine print of my reservation, I would have changed my Geico policy for the week to a $250 deductible so I could support a more local business but to coerce the situation was sketchy at best. Be informed and enjoy PR! read more

What a joke. They don't tell you you need to pay with a credit card or they will force you to get their insurance even if you're covered. They don't tell you that it'll take half an hour of talking to come up with nothing. read more

These guys are a bunch of crooks! They added so many "fees" to my rental, it ended up costing double of what I got on the online quote. The check-in time is unreasonably long. They made me take their insurance even when I showed them my proof of insurance. The car itself seemed to have been on a serious accident and not been fixed properly; or made clicking noises and had bad handling. Made me not want to go back to Puerto Rico, and I'm puertorican! Shame on them read more

AVOID THIS PLACE AT ALL COSTS!!!! As an experienced traveler and US veteran this is the worst experience from a car rental ever. Staff was extremely rude and unorganized. I waited for a total of TWO HOURS for a car just to find that they did not have my car ready, then they offered to DOWNGRADE ME!!!! I was stressed so I decided to get a gum-ball from the gum-ball machine and as I was chewing I felt a piece of hair. I took out the gum to find a PUBIC HAIR IN MY GUM!!! As a US veteran and IRAQ war hero I should be treated with more respect read more

Trash!! left me and my family without a rental at the airport at 330 in the morning. Flight was delayed so I contacted them and I was transferred to corporate where they made a note that said they will reserve it till 4 in the morning due to the delay, I got to San Luis Marin and Call Them just for them to say that note only says it was reserved to 2 o clock. instead of working with me and owning up to there mistake they give me an ultimatum either rent a more expensive vehicle or stay stranded. What a total scam!!! forget About making your company look bad you make Puerto Rico look bad y'all are trash read more

I don't understand some of the low ratings... But Yelp is about personal experiences.... and obviously some people have had bad ones; I for one had a very good experience... Front office service was exceptional and attentive... And honest and open about fees, about insurance, about surcharges, if you listen to what they're saying to you you would understand... Their cars are apparently well used, but Clean and dependable...Their shuttle service from the airport was prompt and courteous... I take special note of the person that handled my rental at the Isla Verde office...very busy, but polite and extremely professional. You have to hand it to this business, that after a catastrophic hurricane a year ago that literally destroyed the island, they are still in business doing their best to cater to our needs... That is exemplary, business integrity and iron grit. read more

Great service especially in Puerto Rico. Always rented from them and never had a problem.

I just returned from a trip to Puerto Rico, and had a good experience with ACE/Charlie car rental. Our week rental was $200 cheaper than with other companies. The car ran well and we had no problems whatsoever during our trip. I would rent from then again. They lose a star because check in took a long time. We had to wait for the shuttle at the airport for about 10 minutes, then we were the 4th party in line at the rental place (only one employee checking in), and it took about 40 minutes to get to us. After reading reviews here we came with a printed copy of our insurance benefits, and had no problem declining their insurance (it sounded like other people in line in front of us had some trouble, and was likely part of the check in delay). The car, a Hyundai Accent, had some cosmetic defects but I don't care about those, and it was very clean inside. read more

Airport shuttle: friendly: clean: car perfect condition: fast pickup and drop off service: phone assistance friendly and helpful.

Arrived around 2 am, waited over an hour for the shuttle. Was told by the agent that we may take a taxi there and that they would refund me. After arriving and requesting a refund I was asked for a receipt, I advised I was not given, in which the agent stated then I can't refund you. The rental given had no gas, when I went to drop it off I asked do you guys normally give cars on E, he responded no your tank was full, and at that point I almost became irate as I stated I don't understand what's going on here, first I lose the $25 for the taxi now your telling me that I got a full tank which I didn't, the 2nd agent responded, just calm down, "hablando se entiende la gente" I just bit my tongue but I'm not sure if this is common good customer service. read more

Worst experience. Had a flat tire on my way to my destination. Per phone conversation it was my responsibility. Had to change it and take car back for replacement. I was an hour away. Had to purchase their auto insurance, even when I showed proof I had my own. Took the car in with plenty of time and missed my return flight. Next flight was 12 hours later and had to wait at the airport since I had returned the vehicle. Never rent from them. read more

I filled out an online reservation for a class D car Nissan Sentra. It said the rental would be $110.00 for the week of Feb. 1 - Feb. 8 2020. When I arrived to pick up this car there were 3 people in front of me. It took over 1/2 hour to get to the agent behind the counter. Observing the people in front of me they were not pleased, but continued to rent. My turn, I gave the agent my reservation number and he said I had to have all the liability coverage at $X dollars a day and I explained I had my own coverage and we argued for a few minutes and he said it would be $450.00 for the week. I told him to cancel the transaction NOW, I am done being Ripped Off. These folks were Sleazy and totally misrepresenting the rentals they advertise. I will NEVER do business with them and advise others not to do so unless they want to get ripped off. ACE Rent A Car Car rental agency in Carolina, Puerto Rico Address: 6050 Av. Isla Verde, Carolina, 00979, Puerto Rico Phone: (866) 551-8267 I went to Enterprise and had a car in 10 minutes with NO HASSLE read more