Terrible experience! We picked up the car from LGA. The following reasons are why we will not recommend others to come back here. 1) Staff kept trying to sell insurance, car upgrade and everything under the sun. We rejected everything and opted for the lowest insurance waiver. Staff told us the final bill without any breakdown explanation. On questioning, he claimed that the insurance waiver of $30 is the lowest. This is the first time we have picked up a car at a rental company where the office does not have a range of insurances available printed and displayed at the counters. We also asked the staff what was the excess for the waiver which he could not understand us nor explain further. We have rented cars across the world and within USA and everyone gives options and displays what are included in the various packages. 2) We asked if there was any road side service included. Staff claimed "No. It will cost additional $5per day". Then he took a pause momentarily and check the computer again and said its included in the waiver so we did not have to pay extra for it. However, when we checked the bill that was sent to our email, we were charged for it under "Road". 3) Staff did not explain to us that we have to pay upfront the out-of-Geo zone mileage areas. We were under the assumption that if we were to travel out of the zone, we would be charged a daily charge at the end of the rental duration. However, in the middle of our rental, we received a text message and email stating that we have been charged a penalty for driving out of the Geo zones, and this penalty was in fact not a daily charge but a full rental duration charge. This is absurd as clearly 1) we were not informed that we need to pay on pick up, 2) they charged us for the entire duration and 3) they directly deducted from my card instead of from the deposit. 4) We decided to dispute the charges via email instead of in person to prevent aggression from both parties. In response to our email, the staff mentioned that "as an exemption, we are willing to revise the charges for your rental. We will only apply Geo fence violation fee for the days when the vehicle was out of the designated zone. consequently, we will refund the amount corresponding to the days when there was no violation."....."Before we proceed with the refund procedure, we kindly invite you to share your experience with us by leaving your valuable feedback..."..."Once, you've had the chance to provide your feedback, please let us know, and we will proceed with the adjustment of the charges based on the discussed exception." The company provides unlimited mileage. If this is so, why is there a need for out of zone fee AND penalty?? Clearly there are so many questionable charges and if one is not alert or non confrontational, these may all get out of hand. 5) We waited for a couple of days to see the company will refund us the amount regardless of the feedback but they clearly did not and were waiting for our "positive" experience feedback. So go ahead and book with ace rent a car/ drivo from LGA if you wish to have a disappointing and frustrating experience. read more

Terrible Experience with Ace by Drivio - A Warning to Future Renters I initially had a positive experience with Ace by Drivio when renting my vehicle. The front desk staff, particularly the lady who assisted me, was friendly and helpful. However, my experience quickly flipped when it came to picking up and, later, returning the vehicle. Upon receiving my rental, it was raining heavily, and I was required to sign paperwork on an iPad outside, in the rain. This made it extremely difficult to properly review the car for any pre-existing damage, as I was unable to take photos or videos due to the weather. Additionally, no staff member conducted a walkaround inspection of the vehicle before I left, which seemed unusual. Another issue was with the deposit policy. I was charged a $700 deposit because I used a debit card, even though the documents provided to me stated the maximum deposit should have been $500. This discrepancy was never explained. The real problem, however, occurred during the return process. My friend and I returned the car slightly before the scheduled time. As we were walking inside to drop off the keys, a staff member approached us, confirmed we were returning the vehicle, and instructed us to hand over the keys and proceed to the shuttle to the airport. We specifically asked if there was anything else we needed to do, and he assured us that was all. To my shock, I later received calls and text messages stating the car had not been returned, and I was even threatened with police involvement. Despite explaining that I had returned the car as directed, I was told by corporate that they had no GPS tracking or camera footage to confirm the return. This was baffling because my friend and I were highly visible--my friend was in a bright pink sweatsuit, and I had bright red hair, wearing a camouflage and red sweatsuit. I even sent my phone's GPS data proving we were there, but they dismissed it, claiming I was "at the wrong place," which was clearly not the case. I went back and forth with them for days, trying to explain that I did not steal the car. Despite this, they continued accusing me, so I filed my own police report and made a claim that they were attempting to scam me. When I called the representative back and informed him that I was recording the phone call and had contacted the police, his tone immediately changed. Suddenly, he said, "Oh wow, actually I see your car right here. It was returned on time. Thanks so much. There's no problem." This confirmed my suspicions--they were trying to scam me. Don't ever rent with these people. The lack of professionalism, accountability, and integrity in their operations is alarming, and I strongly advise others to avoid Ace by Drivio at all costs. read more

My experience with Drivo (Ace Rent a Car) at JFK was horrible and a near disaster. First, I learned that they closed at 10:00pm. Fortunately, my flight arrived at 8:30 and it seemed as though I'd have plenty of time to get the car. If my flight was delayed, I would have been screwed. Second, at JFK, I made it down to Federal Circle where all rental car and hotel shuttles were located. After waiting a few minutes, I pulled out my Priceline itinerary with the hope that the phone number of Ace Rent a Car would be on the itinerary. It wasn't. So, I Googled it. I called Ace at 9pm and asked if they had a shuttle. They said that they'd send one over. At 9:30, it had not yet arrived. So, I called again and was notified that the shuttle was unavailable. Worse yet, they told me that they do not make any transactions after 9:30pm and that I would not be able to pick up a car anyway. So, (a) I had no ride over to Ace and (b) even if I did, they wouldn't give me the car anyway. However, I stayed on the line and after several minutes of pleading and begging, the fellow indicated that if I found a ride over, they would provide the car; but I had to get there before 10pm. Fortunately, there was a random driver standing by his car who overhead the conversation and he offered to take me to Ace. He was a life saver and I gave him $20. If he didn't give me a ride, I would have been stuck at JFK without a ride, without a car, and no place to go. At Ace, I was continually informed that they were doing me a favor and that the transaction needed to be completed by 10pm or else the machines would automatically lock down. What was really confusing was why they would not rent a car after 9:30pm when their office hours were until 10pm. Moreover, there were three guys working behind the counter, none of whom were wearing masks, all doing absolutely nothing. So, we continued to process the paperwork. When it came time to the part about auto insurance, I declined the insurance provided by Ace. They made a big deal out of this. Then they wanted proof of my insurance, which I didn't not have: it was in my car in Idaho! However, I finally Googled my insurance company and logged in to my account. Then, Ace wanted a copy of the actual documents; but did not have a working fax number or accurate email that I could use. As this was happening, the fellow behind the counter kept a countdown to 10pm. Finally, I pulled up my policy on my phone and he copied down the information. When it came time to give me the car, he offered me a free upgrade if I would provide a 5 star review. He even gave his name for me to provide in the review. All in all, the experience was terrible. read more

Re: Complaint about Overcharging and Forced Insurance Purchase Dear Sir/Madam, I am writing to express my dissatisfaction and frustration with the recent experience I had with your car rental company. On 02/18/2023, I rented a car from your location, reservation number EWR-97765. Unfortunately, I was extremely disappointed with the service I received and the way I was treated as a customer. Firstly, I was shocked to find out that the total amount charged to my credit card was significantly higher than the agreed-upon rental rate. Upon reviewing the itemized bill, I noticed that I was charged for various additional fees and services that were not disclosed to me at the time of booking or during the rental process. This included charges for insurance coverage that I did not request or require. This is unacceptable and constitutes overcharging, as I was not informed of these charges prior to renting the vehicle. Secondly, I was coerced into purchasing insurance coverage by your staff, who informed me that it was mandatory in order to rent the vehicle. Despite having my own insurance coverage and declining the additional insurance, I was told that it was a requirement of the rental agreement and that I would not be able to rent the vehicle without purchasing it. I felt pressured and forced to accept the insurance, resulting in an additional cost that I did not budget for or want. As a customer, I expect transparency and fairness in all business transactions. Your company's practice of overcharging and forcing customers to purchase insurance is deceptive and unethical. I am deeply disappointed with the lack of transparency and honesty in your rental process, and I request an immediate refund of the excessive charges and insurance cost. I urge your company to review and rectify your billing practices and ensure that customers are provided with clear and accurate information about all charges and services upfront. I also request that you review your policy of mandatory insurance purchase, as it is unfair to force customers to purchase insurance when they have their own coverage. If a prompt resolution is not provided, I will have no choice but to seek further action to protect my rights as a consumer, including contacting relevant consumer protection agencies and seeking legal recourse. I hope that this matter can be resolved in a fair and satisfactory manner. I look forward to your prompt response. Sincerely, Asif Hassan read more

found this place thru one of those priceline websites, and I must say it was the most terrible experience I have ever had......From the moment I got there to the moment I returned the car....They have all these hidden fees and they hide behind the fact that there is an agreement addendum, when you book thru Priceline or any one of those other Sites..... So they Bring up this beat up Sonata when I requested a Full size vehicle and then they lie to me and tell me that a Sonata is a full Size vehicle......I'm in the car business I know its not a full size vehicle even the priceline site does not categorize it as a Full size vehicle but I let it go......When they bring the car up Eli goes around the car very quickly as if nothing is wrong.....My wife and I have to stop him and tell him to document all damages that are on the vehicle.....Then he say don't worry as long as its no bigger than a golf ball its ok....But we insisted he still document everything..... Finally as we are going around the vehicle there was a major scratch on the lower passenger side of the bumper that my wife and I pointed out..... He even marked it on our damaged sheet.....The inside was disgusting with stains and the passenger light was out which had me stopped by the police 3 times!!!!!! Fast forward to the return date.....I drive the vehicle in Eli comes out to inspect the vehicle and he says that the scratch we pointed out was not there and that it happened while I had it.....I even showed him where he marked it in my damage sheet, then he says that no this scratch was more to the right!!!!! After arguing with the guy he brings out the previous renters damage sheet and it shows it was not there, but it also didn't show all the other damages I pointed out to him such as scratches on the door the rear bumper and other parts on the car THAT I POINTED OUT when I asked him about that his answer to me was "I must of missed it" which means if I didn't point them out I probably would of been responsible for them!!!! Then he wants me to fill out an accident form which I refused to then some other smart a!@ in the office said if your not filling out the form we are not giving you anything...... Beware these guys are crooks, They know nothing of customer service Tim the owner is even worse, Does not care how his customers are treated....... Stay away Stay away Stay away!!!!!! Better of renting from one of the Big guys then these thieves........ read more

! DO NOT RENT A CAR HERE ! Bottom line, ACE Rent A Car/Drivo is dishonest and uses predatory tactics to charge you for things you don't want, even when you specifically say you don't want them! They will lie to your face while you're standing there and the rental will end up costing you much more than you think! My rental was supposed to cost ~$360.. it ended up costing more than $700! First, I am a frequent traveler. I've rented cars around the world and know what to expect, but even I'm surprised at the level of greed and dishonesty shown here. I made my car booking online and paid for it online. When I arrived, I was asked for the usual things, driver license, credit card. During the process I specifically said I DID NOT WANT THEIR INSURANCE as I made the booking with my travel credit card that offers a CDW waiver. I asked if the customer rep wanted to see my booking docs, he said nothing. I was then asked for my credit card. JUST TO BE SURE, I made a point to verify that I was not being charged for anything new as I paid for the booking online in full (around $360). There should be no other charges. The customer rep said I'd only get a HOLD ON MY CC FOR THE DAMAGE DEPOSIT. I gave my credit card, gave a few electronic signatures and was told my rental contract would arrive by mail (never arrived). When I arrived home, I looked I noticed I receive a payment receipt via email.. a new charge for ~$360, basically the price of the rental. I assumed they made a mistake and charged me for the rental twice. I called back the next morning to clear this up, but they ended up charging me for their INSURANCE, which I specifically said I DID NOT WANT OR NEED. I was told a manager would call me back the next day.. no one called. Next time I called a couple days later, I was told I'd get a call back in 3-4 days.. then 7-10 days.. However, this new charge was pending on my bank account for about a week and then disappeared. I assumed they realized their error and removed the charge. WRONG. They waited until the 12 day rental was a few day over, and then CHARGED MY CARD AGAIN. I guess they probably thought I considered this issue resolved and I wouldn't look. I have still not heard back.. When I call, I'm told managers are not available to speak with me. Terrible, terrible experience. I hope this review prevents some of you from having a similar experience. read more

I received a text message asking me to leave a positive review for a chance to win a MacBook Air, stating that my review would be verified and then I'd be entered into the contest. Well, here is my HONEST review: The pickup experience was a complete nightmare. The rental agreement instructions state that customers must arrive at their scheduled pickup time. I am 7 months pregnant and waited in line for 3 hours just to speak to someone about picking up a car that I was supposed to have 3 hours earlier. Employees made no effort to organize the line, and customers were not given prior instructions on how to upload their existing car insurance information into Drivo's system to speed up the process. Some customers spent an excessive amount of time at the counter because their credit cards were not accepted--issues that could have been avoided if proper instructions had been provided at the time of reservation. There were not enough employees to handle the volume of customers. There is also no bathroom on the premises; to use the restroom, you must walk across the parking lot. The snow was not cleared, and the bathroom itself was disgustingly dirty. No employee checked on customers waiting in line to see if anyone needed water or assistance. I couldn't leave my spot in line, and no wait-time estimate was provided as a courtesy. One of the employees working outside even mentioned that there weren't enough cars available and that the inside employees were essentially stalling the line. They also try to charge a variety of additional fees. Even when using my own insurance, I was required to pay extra fees--something I've never experienced with other rental companies. The return process was also very strange. I pulled up to the return sign and there was no employee present to greet me or inspect the car, unlike other rental companies. I had to walk through the snow to the main office to ask how to return the vehicle. I was told to leave the car in the lot with the key inside and just leave. This made me uncomfortable, as there was no inspection at drop-off and I worried about being charged for potential damage that could occur after I left. When I asked for a drop-off receipt, I was told they were too busy and that I would receive it by email hours later. Bottom line: I would not rent from here again. read more

DON'T DO IT!!! DON'T RENT FROM THEM!!! YOU WILL BE VERY DISAPPOINTED!!! There were some many things that was wrong with this company. 1. Website said they are located at the JFK airport but they are located outside of the airport. You have to call them & wait & wait for them to pick you up. Couldn't fit my family & luggage in one trip, had to don2 trips. 2. Reserve a van & they had no van. They down graded to a Small rogue. They said because I did not prepaid for a van I get what ever is available. They guy tried to put my luggage in the back & kept on slamming the door on my luggage. Broke my luggage wheels & he could not fit it in. Probably an hour later my husband had stuff everything in the car which resulted my adult son & me shared one seat & my adult special need brother sat on my lap. We drove like that about 2 hours to our destination. 3. The sales person said if I wanted a bigger car I need to stay & sit down & hope someone will bring in a car. Is he crazy or what. 4. I called later that afternoon to see if anyone returned a bigger car, he said yes & that I would have to drive back ASAP to make the exchange. He wouldn't hold it for me the next day. (No compassion, me & my family flew 10 hrs to New York, was at the car rental a few hours, drove 2 hours to my destination). PLUS he was going to charge me for $$ exchanging the car. 5. The car lot was very dirty & stink. Felt out of place. 6. I rented a new car from another car rental & returned this car. 7. At first they did t want me to return the car. She said I had a contract. I told her I'm very disappointed & explained the situation. 8. She charged me 2 full days which I did not have the car 2 full days & she could not print out any receipt of the return. 1st she said they don't have a printer then after me insisting I want a copy she tells my they don't have ink . 9. UNPROFESSIONAL, UNCLEANLINESS, LIARS, MONEY HUNGRY, LOCATION NOT AT THE AIRPORT, YOU DON'T GET WHAT YOU RESERVE UNLESS YOU PREPAY YOUR VEHICLE, RUDE, NO CUSTOMER SERVICES!!!! 10. The car was very stink with cigarette smell!!! 11. AC did not work properly. read more

Dear ACE Car Rentals Customer Service, I am writing to submit a formal complaint regarding my recent rental experience, which raised serious concerns about vehicle safety, billing practices, and misrepresentation of services. The first vehicle provided was unsafe to operate, as the front end shook dangerously whenever braking. This defect forced me to immediately exchange the vehicle. The replacement vehicle also required service, further demonstrating a lack of adequate fleet maintenance and safety assurance. These conditions presented an unacceptable liability risk. At pickup, I asked specifically whether the vehicle included a toll tag (EZ Pass). I was incorrectly assured it did. When I discovered no device was installed and called customer service, I was advised to "just drive through and the charges would be applied." This constitutes a misrepresentation of service and created compliance issues, as I was traveling under official government orders (TDY), where toll expenses must be handled properly and transparently. In addition, I upgraded from a compact to a midsize vehicle using a personal credit card. Despite my clear instructions, the charge was incorrectly processed to my government travel card. I contacted customer service immediately to correct this error, yet my concern was disregarded. Improper billing on a government card is a serious matter and cannot be dismissed. Due to the unsafe condition of the vehicles, the misrepresentation of toll services, and the improper handling of billing, I will not be renting from ACE Car Rentals again. I strongly urge ACE to review its fleet maintenance procedures, correct its customer service training, and ensure billing practices comply with both customer agreements and federal travel regulations. Please consider this my formal notice of complaint. I expect a written response outlining corrective actions taken by your company to prevent similar issues in the future. Sincerely, Todd Bryant read more

DO NOT RENT A VEHICLE FROM THIS COMPANY. I booked my car through Hopper and was charged $521.73 for the reservation (I also paid for insurance through hopper but was told at the front desk I would need to purchase additional insurance because "It's not fully covered even though it says it is" via the customer service rep) I asked if I could extend the car rental for another 12 hours and was told I could do so. He charged me $253.47 for the additional insurance and extra Hours I would be renting the vehicle. On top of that I paid the $200 deposit using my credit card. Yesterday my card was manually charged another $503.47 when I called initially I was told there was a late fee and a smoking fee I was being charged for the customer service rep told me he would give me a call back to give me an update on what he finds out. Today I had to call again for an update when speaking to the rep he said there was no late fee but there was a smoking fee a fee for insurance and a fee for the extra hours which was the $503.47 (I was already charged the $253.47 the day I rented the car for the extra add ons). I don't smoke cigarettes furthermore why in the hell would I travel to a state were the price of cigarettes is triple of mine to buy a $20 dollar pack to smoke in a rental? The customer service rep told me the previous person of that car was also charged a "Smoking Fee". So they are basically scamming people with the smoking fee claims lol. Moral of the story pay the little bit extra and stick with reputable brand unless you want to be screwed out of $1478.67 when everything should of came out to about $700 MAX. They also said the smoking fee couldn't be refunded as it was their final decision. BIGGEST CAR RENTAL RIPOFF I EVER EXPERIENCED 0/10 DONT RECOMMEND!!!!!! read more

I was very upset with the entire process. I had reserved my car over Expedia and I also bought insurance through a third party. However, when I arrived at 6am on June 22nd, the offices were not open. Employees passed me by and completely ignored me, even when I tried to talk with them. Other customers had gathered in the office, and no one informed us why we were not being helped. After more than 30 minutes from my scheduled pick up time, when someone did finally speak with me, I was informed I needed to purchase Drivo's insurance, which raised my fees to nearly double what they were quoted for. I was not given the opportunity to prove I had already purchased insurance. When I called the corporate offices, I was told there was nothing I could do. The representative was very rude on the phone and would not help me. When I returned the car early on June 28th, I was informed that the drop off office had been closed (even though it looked open) and was told to drive to the other office. The customer service was terrible, and I feel like I was ripped off. I was nickeled-and-dimed for dozens of fees which ended up raising my full rental even more. I would not recommend this company. Updated - the company sent out several emails to me after I left a review. I was given the run-around for two weeks. A Carter L. from their customer care team left me on read several times in emails, and ultimately told me there was nothing they could do. I find it disingenuous that on this PUBLIC platform they responded to my message saying they "want to help" and yet when in private, they gave me nothing but indifference and shrugged shoulders. Do not rent from this company, they will nickel and dime you into nearly double what you were quoted. read more