This place was a rip off, I called the day of my reservation to ensure they knew I would be picking up late. I was told no problem to call when we got to the airport. So I call from the airport only to be told I canceled my reservation? Now I know your kidding me, why would I do that? So after the madness we were picked up and given a dirty car and when we returned it they tried to say we smoked in the car, when we NEVER did. Entire experience was horrible ended up paying over 500 for a compact Ford Versa. Please don’t rent for this company unless you want to be cheated out of your money.

Do not even go there. After a hard airplane ride. We get there and the rain has knocked out the computer. Only 1 person in your party allowed inside. 4 people standing under a tent in torrential rain.. parking lot flooded..We pre ordered so it should have been ready. Bait and switch. Its Charlies Ace rent a car they have switched prices needed to get someone else info. Charged differently way to much, they say they will refund at the last day. We leave early in the morning. I feel like this will be a nightmare. We had to prepay thought the trip would be easier but Ace is not an Ace. Investigate these people

Great service and cool cars ! 5 star Service from the moment you arrive to the day u leave !

The driver was very helpful, thoughtful and respectful as he helped me with my luggage as I and was traveling alone. After a call to the office, I waited less than fifteen minutes for the pickup. He drove me and a bus full of guests to the main office a 5 minute ride away while attending to my special needs. The office staff was also very helpful and kind while thoroughly explaining the contract details. It was a great experience! I highly recommend ACE / Charle Car Rental.

We had an amazing experience here — super easy & quick & everyone was friendly. No problems at all.

My family and I are in Puerto Rico right now and rented a standard size car yesterday from Ace. We had a great experience at the Isla Verda location. Everything went smoothly… easy check in, got the correct car that we reserved, it was at a good price compared to other places in the area, and very nice customer service. They even called me back afterwards when I thought I left my sunglasses in the car.I would recommend this place and certainly would rent from them again on future trips.

Easy rental process. Great car! Jaime(sp?) Was very helpful during check in! He gave a map and great recommendations! Im sure the only people leaving reviews are ones with bad experiences, but theyre a very busy location and Im sure there are plenty of good experiences like mine!

Nice experience. Staff is helpful and check in and check out is quick. Cars are clean.

Had problems looking the pickup area, the van came two hours later, the car that I get had too skashs, the cars felt like the tires was going to come off at fifty miles, returning the car the personal couldnt go on the computer had no internet service had to go on the phone lift me outside for about one hour because she had problems on the phone too

Great place to rent from. No gimmicks. Jaime at the front desk was very professional when I picked up my vehicle and when I dropped it off. The price he quoted me when I left was the price I paid when I dropped off not like some of these other places that have all sorts of hidden fees. Had no issues with the rental at all. TY

Preorder your car online and make sure your insurance covers your rental for that location and everything goes smooth.

We arrived at the airport and called to report we had arrived. The lady on the phone did the driver would be on his way to pick us up. 25 minutes later after the driver didn’t arrive. I called again And was told the driver was on their way. It took an hour to be picked up and the driver made the excuse he was waiting at the terminal and we didn’t see him., umm ok, definitely not true.Once we got to the rental place, it took them another 10 minutes to get service. The lady at front desk asked if I was getting insurance and I said no. She then asked me to show my insurance and call my insurance company to check for the declaration on the insurance. I’ve never been asked for such details on my insurance especially to rent a car out.The only reason I got a rent from that locations since the rental companies were all sold out. I will stick with the companies at the airport. Poor service all around ! I waisted over 2 hours of my vacation waiting and standing around at a rental place to get a rental car.

Had a great experience here. I got an amazing rate through Priceline. I was in and out in 10 minutes picking up the car, and dropping it off and transferring to the shuttle was easy and prompt. All the employees I interacted with were nice and quick.

Flight was delayed 2 hrs and the reservation was canceled leaving my family stranded at 4am.The person working at that time shouldnt be dealing with customers, he could careless about our situation or anyone else.Definitely the first and last time using this company.

Loved that one was in and out in not time.And they honored my t-mobile discount

Flight was delayed so we got here 2 hours late so they gave our car to some else. Quoted $399 for the original car. Our only option left was $1100 to rent another car for the week. Seems like one of those places that take advantage or tourist. It would be insulting to recommend this place to anyone

Friendly, very convenient service. Car was in excellent shape and as clean as can be. Highly recommended!

Great service, decent prices,I would advise, for them,to make it a point, to just, simply, discuss, AC,trunk,release,gas release, hatch,sometimes, getting there late,jetlag,exhausted, gets a bit confusing lol

It is a compensation of Charlies Car Rental and Ace. Once arrived in to San Juan, PR. I was told that I have to call for a shuttle, ot took close to an hour for the shuttle to arrive. The shuttle driver was helpful and courteous. Once at the rental office, they had only 4 customers before me but yet still took another hour to leave with my rental car. 3 working agents doing both companies with both aspects of the job checking out and checking in vehicles.

Young man at the counter was very friendly great customer service.

The 1st car we rented the windshield was fogged with something like wax on the inside of the window making it impossible to drive at night. Then it had low tire pressure forcing us to drive completely across the island and blowing 1 whole day of our vacation to exchange the car having driven 5 hours + to do so. Then the 2nd car we were given had no windshield washer fluid in it. We were not compensated in anyway for the hardship or loss of vacation time due to their lack of maintenance of the cars.

Really disappointed with their customer service. We made a reservation for a rental like a month before our trip. Price was really cheap at the moment, less than $60. We did not add the tolls when picking up the rental. They advise if we added it at the moment it would be $8 for everyday. However, we ended up needing to add it so we called and for adding it on same day fee is $20. We end up adding 2 toll days.A week pases by and we see that we have a extra charge of $14 in our credit card. We called and they say thats the total amount of tolls used. So this company charged us $40 for 2 days and could not pay our toll fee from there. Those $40 was extra money for this ridiculous rental company.DO NOT WASTE YOUR TIME AND MONEY!

They cancelled my rental because flight was delayed 1.5 hrs, they ASKED me for my flight number, why you left a family without rental because of that? thats not fair, after call they didn’t say or did anything, Worst service ever

Scam Artist’s! Got everything online for super cheap, we get to San Juan after 8 hrs in fly time to get to the location and find out they have a plethora of hidden fees. Never!!! Ever!!! Use Ace Rental unless you want to pay close to $300 for a rental car

Please save yourself the aggravation this place is ridiculous ridiculous the cars brakes were not working properly and they charge you So much money for a car rental its ridiculous Not only that I had to wait in the airport an hour and 1 :10 minutes for the bus to come pick me up to bring me to the Car rental office

Don’t rent from this place!!!! Got a deal on Priceline, the total was less than $100 for everything and I call twice to make sure that everything was fine and that was the total (Priceline) when I got there they took $400+ of my card because they need a deposit that NOBODY told me about and is not even online. Customer service is really poor! Also, the car was clean outside but inside was not so clean, the seats has stains of I don’t know what and was disgusting. I didn’t have time to complain about it but guy I let you know, if you can get something else, DO IT and this location is not at the airport as they say!

This place love to still your money . If you make a reservation and when you get there price of reservation is not the same as your booking . They put so much extra hidden fee and obligated you to take there insurance. I have capital one card and one of the greatest benefit of capital one is the insurance they cover All and more what they are asking for.however they make it so had that u end up paying for it.this places is discouraging and helping you is not there best think, you see if you pay the insurance they get a commission,that is the reason why thy want you to pay extra the more extra the higher is the commission.

The car was a little dirty and the shuttle took a while to pick us up.

Worst customer service ever! Waited in line for more than an hour.

Clean place, professional staff and will go back again. I fully recommend.

It was a great experience. The staff, Orlando, was very helpful and nice guy. Even i did not feel comfortable for the first car given to me. He immediately changed to an other car. Everything went smooth and quick. Also, the rental rate was very affordable. Also, the important thing is there is no hidden charge/fee. Thanks.

Worst costumer service I had to change all my travel plans awful experience.

The rental location was small but easy to find. Although there was a line when I showed up to pick up the car the line went quickly. There was a bit of a wait to receive the car once the paperwork was processed. That was the only complaint that I had. I made sure to bring my personal car insurance binder and opting out of their insurance was easy which saved me a lot of money. Returning the car was easy as well. There was no bait and switch (which often happens with car rentals in PR) and the price I ended up paying was what was agreed upon at the pickup. No additional fees. Getting the toll pass is obligatory because the main highways in PR are toll roads. Its $20 to activate it and you can opt to pay whatever tolls you use or pay $6.99 a day for unlimited tolls. Overall I had a happy, stress free experience with this company. I would recommend it.

This may be kind of lengthy, so Im posting the summary first.Service - 5 StarShuttle Driver - 5 StarProblem Resolution - 5 Star (more if I could)Prompt Response - 5 StarPrice - 5 StarLocation- 5 StarNow for the lengthy part:Despite missing the first shuttle, they dispatched another very quickly to pick my wife and I up. The driver was courteous and friendly. He made small talk while loading our bags and during the short commute from the airport. Check in was very quick. We were there for less than 15 minutes. We drove off with no issues. On the second day of our rental, we noticed INTERMITTENT electrical issues with the vehicle. On the next day, I stopped in just to let them know. My vehicle was upgraded at no additional cost and with absolutely no hassle. By time I returned from topping off the gas tank, my replacement vehicle and paperwork was waiting for me. I was told to speak with Mr Martinez the next day regarding an extension to my rental period. Rates for the following week had increased substantially across the entire area due to the seasonal fluctuations. The counter employee suggested reaching out to the manager/owner for a better rate! That evening, I emailed Mr. Martinez about the previous vehicle and possible extension. He personally verified some of the electronic issues the other vehicle had, and apologized via email for the inconvenience. He offered our new/upgraded vehicle at the same rate of my initial contract extended out another week! Without exaggeration, this would have been a $150 savings on the initial vehicle and over a $300 savings on this upgraded one! Thats the definition of amazing service!I spent some time looking over other car rental companies for my extended week and Charlies is by far the cheapest! Add in the upgrade and its amazing to me that they went this far to satisfy a 1st time customer. This was well beyond expectation.Thank you Charlies!

Yes you will get a car. yes it is cheap... Those are the only 2 reasons I would rent a car here.I didnt like renting a car without walking around it first to agree on existing damages. I also called and tried to change the return time of my car. The person I spoke to didnt try to help me. When I returned the car they thought I meant 4am and ended up charging me for another day. Then the staff talked about us in Spanish. We completely understood them and couldnt believe how rude they were.

Return, Victor night shift guys were excellent, highly efficent.

Very long lines. Rude customer service. Size of cars is exaggerated, compact cars are advertised as midsize. Extremely persistent with claiming insurance is mandatory... Although looping video clearly states it is not required.

The transfers from the airport and returning were smooth and timely. The staff were courteous, and we were able to pick up the car without a big wait. The car we received worked well for our needs. The cost was competitive with other vendors. They charge an extra deposit at pickup that they reimburse to you after return.The only thing we really didnt like was the Charlie Car Rental stickers on the front and back bumpers. Being tourists, we would have preferred that it not be so obvious that the car is a rental so as not to invite potential break-in. I suggest they reconsider this means of advertising.I also didnt like the surprise of learning that we would need to pay an extra $20 for a windshield toll pass at a minimum (an alternative is to prepay unlimited tolls on a per-day basis). We did not use any toll roads during our week-long visit, but we did not have an option to eliminate this cost entirely. I dont know if this is specific to Ace or if all car rental agencies in PR do this. They could have at least made us aware of this surcharge at the time we made the reservation.

They are ok. Not a great experience, but not bad.The good:I was glad they dint force me to buy their insurance and gave me the same price that I booked online + 7$/day for toll use.Car worked fine with no breakdown or issues.The bad:->Their service can use some improvement. They take about 10-15 minutes per customer before giving the car. And not enough desk people to handle that. Either improve service times or add more desk people.So if you are returning the car expect a time of 30-45 minutes from reaching the car rental to reaching airport as best case scenario when only 3 or 4 people ahead of you in queue. Have some buffer time for worst case scenario as well.->Car smells bad. They could add some air freshener in the car before giving the car. I had to buy one of those to be able to use the car comfortably.

Shuttle was quick to pick up to and from, friendly and professional. Check in guy (same as checkout) was knowledgeable, professional patient and expedient. Best price rental. Great quality car.

Solid rental car spot. Have your insurance stuff ready to go

Excellent service

They charge $100 if yr gas tank is 1 gallon less than a full tank of gas when returning vehicles. 🥴 Will never rent from them again.

Im really disappointed with this place. They hold $295 plus whatever you need to pay for the rental. If I wouldve known this, wouldve not rented. Plus we rented 2 cars and no deal. Customer service was not very pleasant either. Also, they arent in the airport and that caused a struggle for us, mainly with children.

Easy and fast service. I trust the vehicles I rent from Charlies Rental car service aka Ace Rent A Car San Juan PR. I frequent Puerto Rico and I have used several rental cars services. I prefer Charlies. Quick 24hr pick up and drop off airport service included at no extra charge. Vehicles are new.

Customer Service was amazing. I was in and out quickly. The car was very clean and very well maintained. It rode beautifully. I will definitely rent from that place over and over again

Price was really the only thing to like. Kind of shady place. Not the nicest cars. They tried to sell toll deal with threats of fines. Problem is someone was lying because one rep was telling lady that its $250 per fine and my guy told me it was $100. So one or both were lying. I opted out of any toll plan and just avoided tolls with Google Maps and saved $ (cost us a few extra min drive time to some places). Id definitely opt to go on airport for next rental in San Juan.

Excellent service! Fairly small and lesser refined business but the cars were nice like any of the larger rental companies and the staff was very helpful as this was my first visit to Puerto Rico.

I will never rent from here again. I had reservations thru priceline but flight changed so I contact them directly. He advided us to cancel because he could do better. Priceline $687, his price $310. He also said we could use our ins. They charged $1112, talking about the $310 was for just the car not the 16 days, plus the insurance and all the taxes. I try showing them our reservation papers but they didnt want to honor price they gave us. Rip off. We took car because we werent familiar with area and could not sit to wait on anyone to pick us up! FraudulentAnd total RIP OFF...CANTO DE PILLOS! I am currently looking to report this to Better Business Bureu in PR and if I can sue I will.

They need more personnel on their staff to make things smooth. I lost my flight.

I was really apprehensive about renting here, due to the negative reviews, but I had a great experience! The check in was a little slow, but I did appreciate that a rep checks the car with you and takes pictures of the damage. The car was great, no issues. Check out was a breeze and the staff was friendly and polite. Would 100% rent from them again.

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.I went to Enterprise and had a car in 10 minutes with NO HASSLE

Hidden fees watch out for this private rental company thats under Ace rental, dont do local rental! Stay with the airport folks.

The rental was good prices are good but the only thing that got me was that i try using my full coverage from my insurance and they toll me if i dont get there insurance they will charge me 500.00 deposit for using my insurance. The websites doesnt say anything of it and say that deposits are 250. But other than that people there were great.

I arrived at 12:30 AM. there was only one person attending all the customers that arrived at the same time. around 10 families at one time. I had problems with the car immediately post rented but the gentleman was very nice and changed for another one. I admired his attitude. Always very attentive, respectful and calm despite the line. I had to go back first thing in the morning because the second car had a foul other and scratches and indentations that were not on the copy. There was no one but me and they had 3 people helping. again they were very courteous and understanding. My question, what about having at least 2 staff during the night? will have more customers happy and satisfied.

Checking out was smooth and the staff was very nice. The car looked like it had better days but was pathed up. After driving it I realized how bad condition it was in. The wheels were shaking, it went straight with the steering-wheel being in a slight angle and it sounded like the wheels about to fall out on heavy breaking. The wipers didnt clean the windshield. I could not see anything when it rained. It shouldnt be in traffic. On return the staff was rude and condescending. Also I feel that I got robbed. I returned the car on time on my way to the airport. I had my service dog with me. She had only been in the car that one time for less than an hour drive as we were heading to the airport. The back seat was covered and I also used an adhesive tape pet hair roller to clean up the car. I got out and took my things from the trunk aside. The agent took the car and drove it to the back without saying anything. I went in the office to check in. When he finally came in he said he was going to charge me for cleaning the car because it looks like there was an animal in it and the back seat is covered with hair, dirty and it stinks. I told him that he must be joking, he saw the dog I had with me and there might had been a couple hair left what I missed because I didnt have time to vacuum but the car was otherwise cleaner then when I took it. He said that its not the vacuum but the smell and they had to take it to a special cleaner off-site because they cant do it. It is subjective but if anything the car smelled nice. The dog had a bath a day before and she got a new flee repellent collar the evening before so it might smelled lemon scent but definitely did not have any unpleasant scent. The fabric did not needed cleaning because of the dog. I did not have a chance to examine the car as it was already taken away. I did not have time to argue because I was running late from the airport so I paid. I would very much like to see the cleaning bill to prove that it was done and my money was not stolen. They could not upsell so they found a way to get more money out of me this way.

Excelent customer service, the car was nice and clean. The price was the same of the reservation, (no hidden fees or surprises). The shuttle bus was quick and the driver was friendly. Definitely I would rent a car again with ACE (Charlie) Car Rental.

Great service

Excellent experience overall. Great customer service from beginning to end. Keep up the good work.

So far so good, the car ride smooth. On my arrival the car was ready,the transaction and paperwork was quick. I was threatened very professional. I liked, I will recommend relatives and friends.

Mr. Alvarez was friendly and informative. Helpful staff. Great deal.. we do recommend.

Now, I rarely leave reviews, but this was the most atrocious customer service I’ve ever dealt with in my life. They canceled my car rental.. “because my flight was delayed” (by only 2 hours). According to the staff, they cancelled my reservation and no other cars were available. The lot was full of cars at this time from what I can see. First time in PR, and they left me here stranded with no car.. Staff was extremely rude and unhelpful. How can you have a rental location and not care about your customers that are traveling? The shuttle didn’t even return to take me back to the air port. By the way, this is NOT Ace Rent a Car, this is some contracted location from Ace called Charlies. Stick with one of the main stream rental companies, worst rental experience I’ve ever had

Went to rent a Jeep for a day I paid $133 for it! (A lot right) after that day I decided to use Uber instead when I told the drivers about my experience they were surprised and told me I should of done it using Expedia or other website because it’s a lot cheaper! Then I went to other car rentals and one of them (I believed he was the owner) shared the same thing to do it online!I thought it was an amazing thing from him to share! I know this companies all they want to do is make money but people like me really appreciate when other people try to help even if it’s a little bit! So from this specific ACE RENT A CAR COMPANY I wish someone was there to tell me to do it online so I didn’t have to pay a lot. Then they would have more happy customers who would share the excellent experience they had and refer it to other people.

I CANT TELL YOU HOW MUCH I LOVE THESE GUYS, BUT IM GOING TO TRY. So I made a reservation with them yesterday to pick a car up today. They were able to accommodate me. So I arrive there thinking Id be out in a Jiffy. OH BOY WAS I wrong. So Im going to make a very long story short. When I received my new credit card a few weeks ago after losing the other at Logan Airport I decided to cut out the RFID chip so I can avoid future electronic credit card theft. That was a huge mistake on my part (its what caused the whole problem), but after calling several people we figured it all out. I was left in awe of the professionalism that the 26 year veteran Josue Salyer demonstrated. He was beyond helpful. Id also like to thank the manager there Clayton Reyes. Charlie should be so privileged to have men of their caliber working with them. Thank you gentlemen. I greatly appreciate your perseverance in helping me with enjoying your beautiful island.

Staff very polite and helpful.

Highly recommended!!! They work fast as they can, cars are clean, runs good, reliable. Also they are the cheapest on the island. Enjoy your vacation.

This is the third time I have used ACE which is also Charlie. Great operation. Highly recommend! There location is easy on and off and they have quick shuttles to/from airport. Thanks for everything.

Very good vehicle for the money, not really clean, car pick up is not at the airport as claimed. A shuttle will take you to a location nearby. Employees are very friendly & courteous. As always hidden charges not mentioned will be requested for additional insurance .

Over all it was a good experience. The directions on where to go for the shuttle were lousy. You do not go to the car rental area, but go to the middle concrete island to wait for pickup after calling them. They came promptly and the check in process was typical. Other than I was offered two choices of toll use. I chose the one time flat $20 plus tolls. The problem was I never went on any toll roads so it was a straight waste of $20. The real issue that dissatisfied me though was the wait for a car after finishing the process and worse the wait at the end to drop off the car. All other rentals I’ve had you pull in and they meet you out in the parking lot. They check the car and you are done. At Charlie’s you have to go back inside and wait in line again. You don’t get a dedicated attendant and have to wait with all those renting cars do the process took a long, long time. Outside of that it was fine. The employees were friendly and competent, the car was new and clean and there were no hiccups or surprises beyond the toll issue and waits. That said, I’ll give serious thought on paying the extra to rent right at the airport next time.

Very friendly service. Shuttle was easy from the San Juan airport. Only hidden charge was a refundable $250 deposit.

Im under 25 and rented a car form them. It was $118 altogether for about 3 days and worth it. The car was a nice compact that was clean, ran smoothly, and modern. I bought a pass to go through tolls as I was driving all around Puerto Rico. A full tank of gas from the station down the street ringed up around $20 including tax. I got picked up and taken to the airport. Honestly, it was perfect for me and the service was nice all the way through.Perhaps I could have found a cheaper place, but everything from the service to the car that was given to me here made me feel at ease and taken care of by these people.Also, they can get busy in the office. However, I give them respect and space for that.

Long wait for service, you have to take a bus to get there when other services are available right on site. The person who handled my rental was very good and efficient. I got a good car for a good price. Insurance charge seemed High to cover all costs.

I will never rent from these people again. First time ever I go outside of the big rental car companies when travel 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 yourself 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 hasnt 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. Thats it. Avoid this place if you can.

I love the way they treat their customer . They have great cars I will call them next time I go to PR and will recommend it to al my friends

The people were professional and friendly, from the shuttle driver that picked us up at the airport to the man at the counter who gave us our keys. And this was at 4:00 in the morning. Even though our reservation was not until 7:00 am, they were able to give us a car. The car is in excellent condition. I look forward to using ACE again for future visits.

The customer representative was cordial, but the whole process took long about 1:30. We had to wait for the car to be cleaned. And no one escorted us to check the condition of the car in case of claims and accountability. Even though the car was reserved weeks ago. The whole process can be reduced and improved!

Overall very professional, friendly personnel and fast process. My rental process was extremely easy and fast. The one before me had some issues but they where very diligent in helping them.

Excellent customer service! Easy shuttle service to and from airport, very competitive rates. Definitely will rent with them again.

We arrived early to San Juan, and they came n picked us up at the airport even thou we had a late reservation!! Very professional and courteous!! We give them a 👍up!!

Did not use their services due to pricing being more than what was shown. Prices advertised should accurately reflect ALL fees and charges included, not just individual pricing for a vehicle before such taxes and insurance fees. Only mention is as other car rental places do indeed give you a full quote prior to using their services.Other than that, the gentleman who assisted me was quite patient and courteous.

Customer service was great. I had a blowout on one of my tires, I replaced it with the spare. The next day they sent an employee to meet me and switch me with a newer car. That was greatly appreciated

Everything was quick and easy. I didn’t have to wait because everything was ready upon my arrival. They have a very good shuttle service and the employees are nice and kind.

Super great experience! Arrived very late and thought I had to call for a shuttle, turns out they were already on there way. Once I arrived they patiently waited for me get everything in order and gave me my car. I wasn’t very happy with my first car, came back in and they immediately got me a different and even better car, which I really appreciated. The guys running it were very kind and I will continue to use them the next time I come back to Puerto Rico.

Very long wait time. Spent over an hour and a half waiting to pick up the car. Arrived at the car rental at 1115p, didnt get the car until 1246a. Only one attendant. When he assisted us, he was quick and cordial. The car was okay. Nothing brand new. Definitely got what we paid for.

Just got back from a week vacation in San Juan and the personnel at ACE receive my top rating in professionalism, courtesy and customer service. The San Juan branch is open 24 hours a day and is attended by a group of true professionals. The shuttle bus picked my wife and I in just minutes going and while returning and the driver was very pleasant. Any additional cost involve E-Z pass and insurance amounted to just a small amount concerning the alternative to paying extra toll fines or any liability that could occur if I were in an accident. I will definitely use again and recommend the ACE Car Rental ran by Charlie. Very happy customer here.. And the car I was provided was new and drove well with excellent fuel efficiency. I am not a paid customer but just a person that had a good experience with this company.

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.

Please sent your employees to learn customer service skills. Very needed rudnessand isnt part when servicing customer specially without reason ar all.so frustrating and unpleasant when you are nice and get treated the way I was. Please take the advice if you want to stay in bussiness invest in training customer service or hire personnel with those skills.

I booked thru a third party and there where a lot of different charges including a deposit even though we paid with major credit card

Absolutely the worst car rental company ever! All of the workers here are clearly focused on making commission! They lie to you over and over again regarding you needing their insurance when you can use your own! They also force you to pay for tolls telling you you cannot pay any tolls in cash, there are tolls in cash not all but there are some, do not let these people fool you. Carlos at the front desk has to be the worst customer service representative I have ever encountered in my life! He pushed and pushed unnecessary extras for commission. Getting so upset when we continued to deny them that he even threw the papers and walked away. The saddest part about it is his manager heard him yelling at the customers and did not even step out to rectify the situation! When calling to try and extend our reservation for an additional day the gentleman that answered said he could not find the contract and could give a rough estimate on cost as he was not sure without a contract in front of him. Do not get your car here ever! Rent a car from the airport very good service there. I extended my vacation but not my car with ACE I went with Enterprise and she was great! Service was so awful at ACE that if I find the owners information, I will be contacting them directly.As I write this review from their parking lot while the person I came with has gone inside to return the car. We have been here since 5am it has now just turned 6:05am! Great job Charlie... NOT!

They took SO long to attend to customers because there was only 1 person at the counter. The wait in line was over 1 hour at 5:30am and there were only 3 people infront of me. I did not leave the rental office till around 7am. If you book with Expedia, the number provided for the shuttle did not work. I had to call their main office and they connected me to the San Juan office so I could request a shuttle. Also, additional fees and liability insurance was added at $14/day. Could have been avoided if I was told it would be added before hand and I would have called my insurance company to see if my insurance covers Puerto Rico. I was told at the counter. Also, the basic car does not have power windows or central lock. That was an issue because I had to keep remembering to check each door to make sure it was locked. Definitely did not get value for my money! I was quoted $380 before I got in but ended up paying $505 at the counter!!!!! Bad experience overall, poor value for your money & absolute waste of time at the counter. I will not be using Ace again.

Your employees are fantastic, but finding out that your basic car doesn’t have neither power windows/ locks nor bluetooth connection when those are standard features on any basic car from other companies was a bummer. Obviously, I had to upgrade to a compact car because I came for work and need the Bluetooth connection to make hands-free calls, which ended up costing me $6+ a day- almost $70 additional when you add taxes. No bueno. Not happy. Also, cars shouldn’t be identified as rentals for security purposes and yours have a laaaarge sticker on the rear bumper. Again, you have amazing employees who are great at selling and providing service, but I feel I was ripped off.

Good experience ..staff was great, car was good. very polite people took me to the airport. service was fast two thumbs up guys Im for sure using this rental car on future visits. Price $ was ☆☆☆☆☆

Price that was given online was way below what I ended up paying at counter! They charged me 2.50$$ three weeke after my rental, still dont know what this was for. Will never go back there. They give you a good rate just to get you in, once you are there, price will escalte!Update : Checked email and receipts and I was wrong. I pre payed my gas and the toll transponder raised the price! I fixed the review. Shuttle drivers are great ppl

Terrible service. Tried to give a car that was smashed in the rear end to the back seat. Why was that? To pull more money by blaming the damage on me? Demanded more money. Demanded a second insurance(what is this?). Was not told about a security deposit despite calling them multiple times to make sure. The deposit only showed up after arrival. Avoid like the plague. Worst. Place. Ever.

This is avery good place to rent a car... am not sure why so many negative reviews. Make sure you call charlie before you look for pickup from or to airport check their website for number. You get better deals if you advance book it

Not really happy

Almost an hour to get the car! As I leave the rental to notice that the car registration was expired and had to go back. Best price we found. Staff was helpful. I would use them again.

We reserved and rented a car a sedan but when we went to the car rental the sedan was gone and we were force to upgrade and pay more moneyBut nonetheless the rental was great 3 minutes from the airport convenientWould definitely rent from them again

The guys here tried to charge me $50 for having a small amount of sand on the mats. I walked out shook off the sand. They then tried to say they had to send the carpet out for “special cleaning”. After a small back and forth they backed down. Carful here, they will try and scam you. Keep pics and notes.

Was exactly told about the rate before getting here from Florida.. Was fast in and out service and as well had a new 2018 car ready to go once I arrived. Definitely will be a place I will use everytime I visits family in Puerto Rico!!!