The car and customer service were both top notch! Highly recommend! They went above and beyond to take care of us!

They didn't have any cars available when I arrived on time for my reservation. They refused to contact the next renter due for return and were extremely rude. Once the car was ready, it was a 13-year-old, beat-up car with 70k miles. We were stuck waiting at the airport for over an hour with no other options. They're not worth the discount. Stay away! read more

Was charged $150.00 to make a new reservation because I picked up the car late. This totally unacceptable !!!! Contacted them and got nowhere. Going to pursue legal action. read more

Our van had 132,000 miles and no CarPlay. Dirty outside and had damage. Rented at STS. Transmission is having some problems, hope it makes it through the weekend! Checkout person was very nice at pickup. read more

Nelle was the representative that helped me and she was very friendly and professional. She was very helpful and a true testament of what customer service personnel should be. read more

This place is a huge scam and will try to make you pay for "damage" to their shitty, poorly maintained cars. I'm honestly surprised they haven't been shut down or investigated for fraud/ money laundering. Most of these cars have greater than 100,000k miles and/or over 6 years old. If they try to file a fake claim against you, you need to get a lawyer to fight back. Do not pay these idiots. They have nothing to back up their false, defamatory claims. They can't even keep track of their inventory. Fuck you Ryan Rypka - you are a liar. Have fun with your stupid ass side gig wrestling alligators and hope you get what's coming for you after screwing over all these people. read more

I dropped the keys in the box as instructed and on time. They automatically charged me an extra day for rental. I've had to make a few calls in order for them to correct it. Let's see how that goes. Rates are good but this issue is very inconvenient. read more

ACE Rent A Car - Inside my rental Nissan Kicks - Car Rental Near Me - Santa Rosa, California

DO NOT USE THIS COMPANY. We rented a car for 4 days and upon returning our vehicle we were charged an additional $109 for "mold". MOLD!?!? In a car we had 4 days and barely drove? And when we pointed it out they changed their story and said we left the car FILTHY. We never even removed the paper floor mats to avoid tracking in dirt. We are responsible adults in our 30s lol. UNBELIEVABLE. read more

I rented a car for 4 days and when I returned the car, they charged me a 100$ cleaning fee (plus tax) for MOLD! I don't know how I am responsible for a mold problem for a car I had for 4 days. I tried to contact them multiple times and they have ignored me. We kept the car very clean and even kept their paper floor mats in the car the entire time we had it to keep it as clean as possible. Stay away from this place! read more

I want to rave about Luke, the customer service representative at the STS airport. When I returned to the airport to say that the car I had rented was squeaky, he immediately offered me a different car. The one I selected had just been returned, and he went right away to clean/sanitize it and bring it to me. And he did it all with relaxed happiness that was contagious. What a lovely experience! read more

Do not use. They tell you one price then charge another then gaslight you telling you they did say the amount they charged. Bella was aggressive and tried to lie to me about what she said. The car I rented had 159k miles on it. read more

The BOT response from Rachel C. Is laughable, ACE has all of my contact information. But @Ace please don't bother, perform some basic safety maintenance on your vehicles. RENTER BEWARE The age and lack of maintenance of these rental cars is going to get someone hurt. read more

ACE Rent A Car - High mileage POS - Car Rental Near Me - Santa Rosa, California

The car was a POS!! 111,000 miles. It was loud and rattled. Agent said it was the only one they had in our category but was willing to give us an upgrade to a SUV for a mere $20 a day!! No thanks. We had pre-paid through Priceline or we would have walked over to Enterprise for $12 more for the 4 days. Thought we would try Ace as an alternative to the 'big' companies !!! read more

I rented a car through ACE Rent A Car for our long weekend in Sonoma. I have mixed feelings about the experience. I was looking on Kayak.com for car rentals, and felt somewhat distraught at the pricking, as Santa Rosa is a small airport with few options. Then I was directed to Booking.com where I found ACE at about 2 thirds of the price of the other rental companies. I figured that it was just a weekend and I was not going to be driving very far, so I took a chance with a lesser known rental company. When we arrived at the airport, check-in was quick and easy. We didn't have to wait in line at all. We found the car quickly and easily a short walk out the door from the terminal. The car was not new, as one expects with a rental. It was the size and model that I had requested. However it had over 130K miles, and had stains on the backseat. It had been cleaned, but just a little old and stained. Also, there was a service light on, indicating that the tire pressure gauge wasn't working. The car ran fine. I was a little confused because when I returned it, the return spots for ACE were full. Luckily, there was a rental car employee directing me to another spot so I could turn it in easily. All in all, it was a fine experience, and I'm glad I was able to save some money. The care itself was a bit questionable. I think they should have at least repaired the tire pressure gauge and maybe worked on the stain a bit. read more

I flew in to the Santa Rosa airport on a Friday night and was left in a rough spot when my prearranged rental car didn't work out (thanks, Hertz!). The worker at ACE was extremely understanding and was able to get us a car at the last minute. He tried to get us the best deal he could, and even walked us out to the car. The car (Hyundia Elantra) was clean and drove nicely. Return was easy. The only downside was that on top of the $250 cost to rent the car, they also put a $300 pending charge. Still waiting for it to fall off 4 days later. read more

Quick service at check in. The car was exactly the one I booked online. No issues with the car or service. Be advised that at the return of the rental you need to return the car in an ACE spot. Note the mileage and the fuel level and return the key to the counter. Once the key is returned then you will get a print out or email. I will definitely use them again in STS. read more

On June 9th 2024 for NASCAR, unfortunately all the other rental cars are sold out so we decided to choose this. First of, the customer service was very rude. It was also very expensive. The worst part is you cannot choose your car, instead they just give you a random car and they gave me the ugliest car I had ever driven! It was a White 2018 Toyota Corolla. To make things even crazier, when we're ordering at Chick fill A, my son noticed there was a kitchen knife inside of the glovebox. So I had to report the knife inside of the glovebox. I am definitely never coming back next time ever again, and instead going to enterprise. read more

ACE Rent A Car - There was literally a knife inside of the glovebox. - Car Rental Near Me - Santa Rosa, California

ACE was our only option as they were the only rental company that had a vehicle large enough to fit 4 passengers and all our luggage during a busy Christmas week. We made our reservation with a woman who said the vehicle needed to be returned by 8 am on the day of our return. We told her that was impossible since we would not be back until later in the evening. She got the owner on the phone who gave the approval to return the vehicle by 8 pm instead. So we agreed and made our payment. Well the day of our return we were surprised to receive a call from a guy at ACE saying we were supposed to return the vehicle by 8 am. We tried explaining to him what was agreed on at the time of our reservation, that we had until 8 pm. So obviously there was a communication gap. We got the owner on the phone who in no way was trying to understand, accommodate or apologize for the miscommunication. He charged us an extra day which was almost $200. Unbelievable. I listened to him talk to my husband on speakerphone and he was just plain rude. He and the guy who called us were both rude and not very professional at all. To add, we had asked for a copy of our receipt multiple times which they said was emailed. We finally received the email but with no receipt attached. It was a horrible experience all around. This was our first time using ACE and absolutely the last. I do not recommend them to anyone. read more

I rented a 2018 Nissan with 100,000 mileage. A lot of wear and tear on that rental car. BEWARE, ACE Rent A Car will charge you a toll crossing fee and a $75.00 toll violation/fee. They scam you out of more money if you drive over the toll bridges in the San Francisco Bay Area. I will never rent a car from them again! It would be best if you ask your rental agent before driving to any toll bridges in the SF Bay area. More information at https://www.goldengate.org/bridge/tolls-payment/rental-vehicles/rental-toll-programs read more

ACE Rent A Car - Crossing the Golden Gate Bridge in a Rented Vehicle? - Car Rental Near Me - Santa Rosa, California

If I could give a negative star review I would. As a black woman in a town with very few black propel, I rented a car from the airport to transport my elderly mother around. We enjoyed a nations cheeseburger with grilled onions and the bag ended up in the car overnight before return. The next morning I gassed up the car and threw away the trash (half of a cheeseburger with grilled onions) and returned the car to the lot at 1034am. I dropped the keys in the box and key drop box and doubled checked to make sure the key was dropped. By 240pm I received a voicemail stating I was charged a lost key fee. I didn't check the message until the next day and when I did I immediately called up there and was told they made a mistake about the key but there was a smell of marijuana and was emailed a receipt which had extra charges on there that no one could explain. I then asked for a manager and was given Ryan's number. I called Ryan and immediately told him I do not smoke, and that we enjoyed the nation's cheeseburger with grilled onions but there was never any marijuana in the car and it was just used to transport my elderly mother around. After saying black people smoke weed and he knows the difference between onions and weed. Ryan said he would go look and I asked him if I could meet him up there and he told me it wasn't necessary and he would call me back. 32 hours later I call again and get no answer from his phone number ending in 3333 so I call the front desk and the lady said she would have a manager call me in 5 minutes and an hour later I call back and get an answer from a different agent with Ryan in the background talking about I am not getting on the phone and the charge is going to sitck. I wouldn't recommend this place is if was the last rental car place on the earth. Racism is still prevalent and this group definitely embodies it. Called corporate to see what kind of customer service they will provide but if nothing is done I'll be reaching out to my lawyer. read more

Synopsis: Rented a SUV elite BMW X1 or similar, contacted ACE CS to find out what vehicles were considered similar and or what was in their fleet at this location. Was told the vehicle would be no more than 2 years old and no more than 40,000 miles. Tried contacting this location several times and never reached anyone on the phone. Arrived, received a 2016 Mitsubishi Outlander that was dirty, damaged, smelled, zero technology, hood was not latched, looked like someone had hit it with a hammer all around. Vehicle was over due for service, sounded bad while driving, hood was flapping up and down like it was talking to us to pull over and secure it. Addressed my concerns with attendant was given operations manager Ryan Rypka. emailed Ryan.rypka@autodistributors.com about our concern. Never heard back from Ryan. Did some research, this location is a franchise location. Based on tik Tok videos, Ryan is more interested in doing supplement videos vs contacting customers regarding their concerns. I would never rent from Ace Rent A car ever again... especially from this location. I should have listened to the negative reviews that I previously read. Do not fly into this airport and try to rent a vehicle at night after 9pm. The reputable rental car companies have closed. You are better off renting from Turo, private, and or Uber/lyft. read more

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I was on my first traveling nurse assignment in Lakeport and my credit card was lost at the airport. Although my credit union had one sent overnight, I needed a car immediately. Nobody would take debit...except ACE. Ryan was super helpful and had me on the road in just ten minutes. He even helped me get insurance just in case. Ace was a lifesaver in a crisis and I will forever be thankful. My Ford Fiesta felt a little unsafe at first, but I adjusted to it after a few days (it's small and very basic). No complaints though. I will update after my return. This review is for Ace on Fulton-not the one at Airport. read more

The car we received was a downgrade with none of the features the car we rented was supposed to have: No sirus XM No Back up camera No Car Play No GPS Tinted windows that made the car unsafe We spent more than $40 additional in gas because of the type of car. We were supposed to have a sedan/ Camry. Not a gas guzzling Dodge piece of crap with 115K miles. Save yourself the time and do not rent from them! I could have gotten an upgrade due to Priceline but the agent at the desk was trying to hold me hostage and charge an additional $45/ day or $200. Horrible experience I will not be doing business with ACE OR PRICELINE. read more

Do NOT use ACE - there is a reason why their rating is near zero. I would give you ZERO stars if possible. The prices are so good because they have tons of fees ($500 worth) you will end up paying more than other companies. Got a toll? Be prepared to pay over double for it. They take your credit card and charge it as they see ft with no authorization. Like stale cigarette 2nd hand smoke? Your car will reek of it the entire time, not exactly family friendly. read more

These guys are wonderful. First time using them and they made sure that I had everything I wanted, and even gave me thoughtful ideas. All this with a positive attitude and very efficient and quick. If you see ACE as a possibility to rent, please consider it. They are a smaller operation and they really make things work. Much better and more personal service than the bigger guys. Thanks especially to Meranda! read more

Piss poor service. If you encounter a service agent Smarvin, he is neither smart nor a Marvin. Quite the opposite in fact, so run to the next booth and save your vacation or be ready to waste your valuable vacation time. He will waste your time to try to upsell you or place $2,500 deposit to encourage you to get more insurance instead. RUN! Ace may have the lower prices but you get what you pay for in bad service. They were not prepared for a reserved pick up or you drop off. A huge waste of time and almost made me miss my flight. Ace rental or Nelley car rental sucks! And I'm being kind with words. read more

Went with Ace because they had the best rates of the rental companies at the Sonoma County Airport. No issues with the check in and check out process. Was supposed to get a midsize SUV and ended up getting a Nissan Armada. It was way too large for my needs and to navigate the small roads throughout wine country. The vehicle had 111,000 miles on it and was not in great shape. Well worn would be a kind description of it. I got what I paid for... read more

Daniel at Santa Rosa Ace rental cars at the airport was fantastic! Daniel helped process my last minute rental with ease and made what could have been a disaster into a wonderful experience. I can't thank him enough for his assistance. I wound recommend Ace and Daniel to anyone travelling in Santa Tosa of renting from the airport! read more

Wow, The worst. Booked a car and we arrived a few minutes after 5pm. They were closed. Closed!!! Why the Hell do they take a reservation for a time that they are closed. I called the number at the desk. Nothing. Called the main number and the dude on the phone said they were closed. Period. What an ass company. Thankfully Avis had a car we could use. Thinking about renting from Ace? Don't. I'm catching my flight home and it looks closed, but maybe they are hiding. Boo Ace. read more

I wouldn't use this company ever again. They are THE most unscrupulous company I have ever done business with. My $306 rental turned into $1300. I plan on using read more

Beware of renting from this company. The car I received had high mileage, many scratches and the engine sounded like it was going to fail any minute. When I went to refill the gas tank, the tank would not accept a full fill. They charge $20 + tax per gallon if you return it with less than a full tank. read more

After returning a car to Ace Rent A Car at the Charles Schultz Airport in Santa Rosa, my wife's sister could not find her wallet. Me and my wife went in and checked with them. Dave, who was working the the counter kept the wallet safe, until we picked it up. It had been left inside the car. This had made my wife's sister very happy, because everything was in it, including hundreds of dollars, and she now has her Hawaii ID to let her fly back to Hawaii. Dave was most helpful and had even checked my wife's ID, before releasing the wallet. They then get the highest rating from us, including honesty. read more

My husband and I landed, arrived at Ace, 3 people ahead of us and no representative to help. Enterprise, National and Budget rental cars had people in and out in 10minutes. Ace representative showed up like she just rolled out of bed, 40min later we are still waiting to be helped. Update: After waiting to be helped, they tell us they have no cars to fulfill our reservation. Lots of angry people stranded, stuck with no car. Ridiculous!!! read more

If you are looking to drive the vehicle version of a dumpster fire, this is the rental car company for you. Love the idea of cars that look like they are purchased off auction from the stolen car collection from the local police? This place is for you! Does the idea of renting a car that is over 10 years old, lacking AC, covered in dents, and have so many warning dings going off that it could almost be whistling Dixie? Yep, this is the place for you. If the thrill of the coin flip of if the car will start sounds exhilarating, look no further. Oh and people are rarely at the desk. Don't know where they go, perhaps they are out playing drums on the car as I can't imagine how else they manage so many dents. The only positive is the power steering was so far gone, that turning the wheel helped with my arm workouts while away. All the wine in Sonoma couldn't make me forget about this experience with Ace. read more

One of the worst car rentals I've ever experienced. They informed me when I was renting the car that if they receive any toll invoices, it's an automatic $75 charge. I asked about the golden gate bridge because they ONLY will send invoices if you don't have a fastrak, to which the agent seemingly flustered said "uhhhhh you can call this number to pay it before the invoice comes in." Which is a load of shit. I called the number 2 days after I went across the bridge and the representative on the line said I had to wait for the invoice. Of course 2 days later I get a $75 charge from ACE. What a scam. read more

I went to the Fulton Ace and was treated with the worst kind of customer service ever. The "lady" was so rude and never smiled. She treated me with suspicion and asked me very unrelated question. Where I will be going and why is my brother renting the car for me and on and on. I had to control myself to remain calm. I canceled the contract and left. That is when she sarcastically said, " Good Luck! " read more

After 40 years of renting cars, I encountered the most pleasant, professional, customer focused person - EVER! Santa Rosa airport: Mercedes Leon. Can't give her enough praise. read more

We rented a car from Ace today. Daniel was behind the counter. He answered our many questions cheerfully and clearly, then found us a new car in good condition. He left us with a good opinion of Ace. Kudos to him. read more

I also had a car rental that was supposed to be returned during the Kincade fire. Our return was for Sunday and we called Saturday night asking about a backup plan in case of airport closure. We were told there was no plan b and to assume the airport would be open. Of course it went under mandatory evacuation on Sunday. We returned the car as soon as it was physically possible to do so. (When we called the national number they told us there had been no communication with Sonoma branch and to "do what we thought was best".) Of course they charged us for the extra four days. It wound up more than doubling the cost. Terrible business. Guessing they're hoping to pocket the change from anyone who doesn't complain. We fly in and out of Sonoma all the time and will never be using this renta read more

So...I prepaid my rental-car through Alaska Airlines. I get to the counter and all seems to be going smoothly until he says he needs a copy of my insurance card or account number. I don't carry a copy in my tiny travel wallet and have NEVER been asked for such at any time when renting a car. Both the lady at the counter next to me and I are frantically on our phones trying to contact our insurance agents to get account numbers. Then the guy tells me there's a $300 deposit - Ummmmmm, I've already paid for the rental, but apparently that's the only way I'm going to get a car. I go out to the car, only to find that I will be driving a 2014 Ford Focus with 65,000 miles on it!!! Didn't have any other choice, so I drove the little old tin-can with the somewhat sticky steering wheel for the weekend. I know that there were car shortages due to the pandemic, but who the hell rents 9 YEAR old cars!? UPDATE: The manager (Misa) at ACE DID respond to my overpayment issues (the original pre-payment exceeded the actual charges), and has offered a refund. He realizes that there are customer service issues, and appears to be trying to rectify them. Still don't think I'll rent from them again, but at least you get a response to complaints. read more