I booked my Vehicle from Hotwire, and they dont tell you where you will get the vehicle from, until you pay it. Anyhow after I received my information on where I will get the vehicle from, I read all the reviews on this location. Believe me, it had me very stressed out based on the reviews I read on here. I even tried to cancel, but I couldnt because of the HOTDEAL where they dont allow any cancelations. Anyway, finally When I arrived at the Airport I made the phone call for the Shuttle to come pick me up ( which is at there location ). I was very surprised that not only did they pick up my phone call, they were actually there to pick me up within 10 minutes . which was faster then most other shuttles I used in the past. The driver that picked me up, was a very nice guy and the lady with him as well. Once we arrived at the location ( Which was only 7 minutes away ) they let my Family sit in the cool shuttle while they took care of the paperwork. They were very friendly and down to earth people. I understand other people had issues, but Most of the issues are not the fault of the people that are working there. They did good, they had my van ready to go by the time I finished with the paperwork. The reason I gave a 4 star is because the Van had some issues, which I didnt personally care for. But I do understand that it is not their fault when someone drops off the vehicle in a bad condition. So I recommend people not to Judge until you experience it your self. For me, I would use them again.. Thank You

Extremely horrible! I had booked my rental to be picked up at 8:00am, when I arrived at the location. I was told by receptionist, (I think her name is Brenda, she was wearing a necklace with the name Brenda on it). That we had to wait till a rental was available. My sister and I waited for an hour just to be told to wait even longer because they would have to clean the vehicle. When I asked how long it will take to get the vehicle cleaned up, little miss Brenda had an attitude and said “I don’t know, I can tell the cleaning guy to hurry but he might not hurry, it’s really up to him”. We obviously waited because we already paid for the rental. Please do not rent from this place! Associates are rude, and the location was dirty. Plus! They DON’T know what to call themselves, online it says ACE rental car, but their locations says AVR/ACE! I had to dispute a charge with them the next day, after I returned the vehicle. Associate kept saying they are AVR not ACE! Please save your time, and money and go somewhere else!!

JUST DONT. YOU ARE BETTER OF CATCHING THE BUS OR RIDING A HORSE. IVE RENTED SO MANY CARS BUT NEVER IM MY LIFE HAVE I HAD SUCH A HORRIBLE EXPERIENCE LIKE I DID WITH ACE OR AVR, WHATEVER THEY CALL THEMSELF. THEY CHANGE THEIR NAME WHEN ITS CONVENIENT, WHICH FEELS SCAMMY. CARS ARE OLD & DIRTY, EMPLOYEES ARE SO RUDE, & THE SERVICE IS TERRIBLE. JUST DONT EXPECT YOUR CAR TO BE READY WHEN YOU ARRIVE. DOESNT MATTER IF YOU HAVE A SCHEDULED TIME FOR PICK UP EITHER. SAVE YOURSELF THE TIME & STRESS. GO SOMEWHERE ELSE.

If I can give 0 stars I would.First off they dont pick up their phone calls. After trying multiple times, they finally pick up and tell me the shuttle will be at the airport in 15 minutes. after calling multiple times, they finally showed up an hour later since the first phone call.then we get to the ace location and then they make us wait another hour. While Im am trying to talk to them to get the car, they are doing other stuff like they dont care about me and make me wait so they can finish what they started on while helping me out.then they tell me the car needs to be cleaned so they make me wait which they shouldve had it ready since I had a reservation from weeks ahead of time.after we waited an hour than they finally give us the van which they claim it was cleaned but had dirt all over the outside, floors were dirty, chewed gum on the door handle, barely any tread left on the tire, and tire pressure light which wouldnt go away.Overall, I would not recommend. Service was the worst service I was witnessed, van was in bad condition, and I lost 2-3 hours of my trip due to there carelessness of their customers.I advise everyone to avoid this company! I personally will never rent from them ever again!

Horrible! Booked our rental through Hotwire. Arrived at their place at the pick up time only to be told that no car was ready? After waiting and disputing for an hour, the receptionist offered their last junk car but said it needed some car cleaning. Asked her how long the cleaning would take and she literally shrugged and said I don’t know. Employee’s name was Brenda, not exactly sure, but her necklace said Brenda..lmaoo she was unprofessional, rude and dismissive! If you could rent anywhere else, do it! Save your time, your money and your experience. As someone mentioned below, if I could rate a zero, I would too. Sucks to suck.

So far not off to a good start. Booked on priceline and purchased the supplemental insurance. Upon getting to pick up the car was told that insurance is out of pocket and that i needed ACE rent a car insurance. Then the car wasnt very clean on the inside and has a smell. Make sure to inspect car well. This seems like the kind of place to nickel and dime you to death. So the initial price was excellent. So when we picked up the car we ended with about 150.00 worth of charges. And the site is like a run down junk yard with dead beat up vans everywhere. Stick to a more reputable car rental company. Spend the extra few dollars and save yourself aggravation. This is just day 1 of our trip so we will see how it goes.

*****DO NOT RECOMMEND*****The van we rented was outdated, HIGH mileage, no bluetooth, drove rough, and steering wheel was hard to maneuver. Lady working the morning we picked up vehicle was rude, said we needed to get better auto insurance. ^%#@!&% we have State Farm for over 20 years, how about you get better vehicles!!! DO NOT RECOMMEND!!!!!!! WORST RENTAL EXPERIENCE EVER!!!

I’m sorry I didn’t read the reviews, because this place is poorly ran. It started off at the airport where we couldn’t even get a hold of the place, when we finally did they picked us up in a hotel shuttle that had NOTHING to do with the rental place. The driver was cool but nonetheless the service was absolutely horrible. There was only one person allowed at a time to go in the establishment. Keep in mind it’s 88 degrees out and feels like 99 degrees with the humidity! Also keep in mind I have a 1yr old son who was sweating so bad! When we finally get the rental it’s a van with 94,000 miles on it! Not to mention a half tank of gas! I have NEVER been to a place so mediocre. They also told me to NOT drive through tolls because I would be charged. Overall ZERO STARS.

Dont you watch the weather? This is the snarky response of the owner when I called to confirm our reservation for our flight arriving in IAH on Wednesday. The lady informed me that they were closed despite our having a reservation and enduring a stressful trip during winter weather to get to the airport. IAH had opened at 8PM the evening prior after deicing the runways. The owner/lady I spoke with informed me that no flights were coming into IAH, despite my informing her that we were boarding and indeed were coming to IAH in the next two hours. Given the poor weather rental cars were booked out at a premium by all the other rental agencies by the airport. I asked her why she hadnt called or informed us they were closed or had cancelled our rental for the day. She gave no reason other than the weather was bad. She offered no other support, understanding or assistance. Our family of 8 had to navigate a stressful arrival at IAH and despite the bad weather, was able to catch a shuttle (yes it was running just fine) to the rental car hub center. Both Dollar and National came through for us and was able to get us in a minivan that worked. We ended up paying twice as much as we had reserved a van for with ACE. Do yourself a favor and DONT RENT from this business!!!Notice the standard response below from the owner as it is the same as has been posted many times for many poor reviews. Yet, they continue to do business the same way and continue to get poor reviews.

Reviews say it all! Customers where outside who had lost 2 hrs having their van break down while already in route. I reserved my vehicle w unlimited miles as per their advertising, luckily my wife asked, but they wanted to charge over 3 dollars a mile. Mind you there are NO REFUNDS! Waste of time and energy.

Was listed at IAH rental car center, but when we arrived, there was no Ace car rental. Called the number several times with no answer. Finally found them in a remote, offsite location. Sketchy, scary location. Very run down old house. Looks abandoned. All gates locked and no one there at noon on a weekend. Had to pay Hotwire $130 for a 3 day car rental from Ace that we never got to use.

Jenny is an asset to this company. I watched her work through several customer requests single-handedly and without missing a step. it appears as though Jenny is holding this business together. Short on staff and short on vans, she paced everything like a pro and like someone who cares about the customer. She was running from the front to the back checking van status, answering phones, pulling vans up, checking in returns, conducting walk-around inspections, handling upset customer because vans were not available after booking (inventory shortage) and so much more. Shes the Ace at Ace.

They rented my wife a van with ~100k miles on it. Cracked windshield on drivers side. Threadbare tires. I put on spare tire before our trip -- it wouldnt hold air, so had to change it back while on the road. Didnt feel safe driving back, so I purchased a tire. On way home, other rear tire blew -- separated belt. While off vehicle, I could see where it had been previously plugged. Multiple trim pieces missing from the vehicle, including seat belt latches that exposed springs, etc.Nobody has contacted me after several attempts.Do NOT rent from this company.Perhaps being contacted by a lawyer will get a better response.

Would give it a 0. Had reservations for 2 months in advance called twice the day before to make sure everything was a go and was told everything was ready to go. Get to ace for my reservation only to b told she has nothing for me due to it being spring break and vehicles coming back with issues. Should of read the reviews before renting from this place

Would not recommend this place sister made reservation 2 weeks ahead of time then called the day before pick up and it was confirmed that they had the van there when we get there the lady was rude said I’m sorry there nothing here I can give you to drive so we needed up having to drive all the way to down town Houston to a enterprise they got us in and out but luckily at the last minute they had a van this place was very unprofessional need to upgrade on employee and customer service and get y’all’s system right and don’t lie to the customer when they expect something to be there don’t waste there time

This place was terrible. They booked the van out from under us and then told us there isnt anything they could do about it because they have been overbooked for days. Poor customer service. We were stranded in the middle of nowhere in a place weve never been with no car and no apologies.

Do NOT rent with this company. They are a scam!!!! BEWARE! I prepaid through a third company and ACE didnt have my van available. I called them and confirmed the day before after reading all the horrible reviews and they assured me they will have the van available. LIES!! I dont understand how they are still in business

Don’t do business with these people. They stole my $400 deposit

I booked my car rental through Priceline and was told that I was going to have unlimited mileage when I got there I was not greeted at all and the gentleman just said to me give me your license and credit card . Then as he perceives to write up the contract he tells me that the mileage on the vehicle is limited. I showed him the contract from Priceline and he said it was only for people that are not local. I immediately cancel the appointment and went to the airport which is right down the road and got a better deal on a better vehicle I would never ever rent from Ace. This was the first and last time. I would suggest you pay attention to these reviews because they will save you a lot of headaches.

Never again! Since all flights are early drop off-20 dollar fee at another location then you need a taxi service to bring you airport! Van was dirty- it for me and will share experience with my business friends.. stick to the big boys

Rented a van. No one was there. The place was closed early and they didnt want to give us a refund. Then they told us that we would have to contact them via email and wait for a response on a refund! They are basically stealing you money. Do NOT book with this company!

Great price, great vehicle. Overall rental experience was fantastic. The staff is super nice and helpful. I definitely recommend this place.

I booked through Priceline for 7 days everything was great one thing I would say is read all fine print and your receipts I booked a van for 7 and was asked if I would like an suv that seated the same that was fine but a little cramp customer service was awesome my daughter was hearing at the airport former renters talking extremely awful about this company and she told me afterwards and I was like omg 😳 why didn’t you tell me about it before hand so I gave them the benefit of the doubt and all I can say is this company was awesome from beginning to the endPs make sure to take photos before and after for your record

They should have a clause for when asking for payment especially using a debit card that say we would need 2 forms of proof of utilities. I was in the process of moving so some of my utilities had my new address, because of this I wasted time and money driving to Bush Airport only to not be able to rent a vehicle and I was unable to take my mom to Dallas for thanksgiving. On a positive note they did have the vehicle I needed for a decent price considering the last minute reservation

To who ever this may concern,My father, Leroy, who I made the reservation for is coming in with family from Guam therefore have no way to use their phones in the USA. I called Marissa from your Houston location for pick up and she said it would take 10-15 minutes. My family was outside waiting for 30 minutes so I called her back and she said the reservation is for 9:00, mind you it is 8:30 when we spoke again, and said she was picking up and dropping off other. Which I told her I understood but she did not tell me that when I called, she told me that the driver would arrive no later than 15 minutes. She hangs up on me and I called back and asked if I could speak to someone else and she told me to go on the website and call the 1800 number. I told her her attitude was disgusting, amongst other things, and hung up.Called customer service and was hung up on and I called back and got Keara who has been very helpful. I told her what went on and she said she is forwarding this to Marissa manager. I asked for a call back. We are not moving forward with this reservation, and we will not be using your services in the further. Your representative was disrespectful and is a really bad look on your company.

Location is good. Know that this laction is not at the regular car rental location with the main car renters. You have to call and get them to pick you up at the airport. Don’t get on the car rental bus shuttle. The guy came pretty quick though to pick me up.Staff was acceptable, however there was a discrepancy between the ace agreement that I made concerning an extra day (~$50) and what the contracting company at the location charged (~$100) the lady at the counter wasn’t too sympathetic to my ACE contract emailed to me.

Do not use Ace, no matter what they charge. I first waited at the airport for 30 minutes and left multiple voicemails for them to pick me. I finally gave up and took a taxi. When I got there, there was no one at the rental store. I waited about 30 minutes and a guy showed up saying he had in the back. I asked him if the airport pickup driver was working today and he said that they didn’t have one...that it only says that on the webpage. I told him that I had to take a taxi and he replied “yeah that sucks”.He told me that there are limited miles even though it says unlimited on my confirmation email. “That’s wrong” ge says.Overall, he says that it is not his fault and that his boss needs to hire more people.Total F-ing disaster. Never again.

The worst rental experience I’ve ever had. I called for 30 mins to have ACE pick me up at the airport only to be hung up on, or the call never answered multiple times. I had to pay for a taxi to bring me to the rents car location (they are not located with all of the other rental companies so the airport bus will not being you there). When asked if they would cover my cab fare I was told “sorry, we’ve been busy”. Evidently too busy to even answer the phone or have someone picked up.DO NOT RENT FROM THIS COMPANYHorrible service. Horrible experience. Save your time and money and rent from another company.

I had the most horrific experience with the rental place. Picked the van up. It was sooooo dirty. When we asked about it. We were told that they dont charge for the dirt. We had to take the van. We were in Houston. Fresh off a flight and tired. Flash floods that weekend. Lots of rain. The windshield was so dirty. We couldnt see and No washer fluid in the car. Even if it was, it wouldnt have helped. All the dirt was in the inside. I had to clean them with soap and water on a rag and scrub the windows. The cleaner i had wasnt enough. So dont rent from them. Their vehicles are left dirty for the next customer. When i dropped the van off. Another lady was there and said the same thing about their dirty vans. So they deserve a big ole fat zero.

The staff were very helpful and friendly. They even recommended a place to buy gas when I needed to fill up upon returning the car.

Daniel. Is Dan the Man. Very professional and works with your needs. He helped my family out Big time. When we first arrived & when we returned the rental.He greeted me right away. Although I was ignored by some lady.I was then charged double. But when I called luckily he answered & he fixed that mistake right away. He helps you in person & on the phone. Thank you again Dan. God bless.

CUSTOMER SERVICE DOES NOT EXIST AT THIS LOCATION!!!Horrible Service! I sent my wife to go pick up a car from this company and they took advantage of her because she speaks less than perfect English. Then when I tried to fix the problem they told me it was to late and that they had already charged the card. Also they would not let me speak on behalf of her even though she is my wife. Not to mention the fact that they close at 4:00PM Monday through Friday so if your flight falls outside of those hours you are screwed. Pay a little bit more and use a different rental agency.Update: Before returning the van my wife filled the van with gas at Exxon located at:7065 Will Clayton PkwyHumble, TX 77338United StatesWhich is less than a mile away and when she turned it they said that it wasn’t full and that they charged her for a little over 2 gallons of gas. My wife then talked to the manager and she was told that it would be taken off the Bill but it still has not been taken off. Also they still have not returned the $200 deposit. This place is a wreck and the girl that attended to my wife was extremely rude. We would have been better off taking an Uber everywhere.

I rented a Dodge van this Wednesday.Nice man at The Desk.Dan is great!Clear directions for drop off.Something must of changed!

I was not satisfied with the service regarding my van rental. First off I was planning to rent a 12 passenger van but when I arrived I was told that I would get a 15 passenger van. ( I did not see any 12 passenger vans on the property)With 15 passenger van a recreational/commercial insurance coverage is required. This was not mentioned to me prior to renting this van. I had the choice of purchasing the $36 insurance offered by the rental company or calling my insurance to verify that they would cover. I felt this was a scam,because the customers before me we’re having to deal with the same issue. Fortunately my rental was only for one day, and my insurance did approve the coverage.This process was time-consuming for me.Another problem I had was that I was not allowed to leave my vehicle on the premises(I asked for 20 min)while a family member was on the way to pick up my car. This also delayed me.I had no issue with the van which was in good condition.

Attentive. No hassling. Nice and clean cars. You get what you pay for.

One star is too much. I reserved this car through Priceline. I was contacted the day prior to my trip to confirm my reservation from the Houston Hobby Airport. The agent also took my flight number down. My flight was a little delayed but as soon as we landed I looked for the Ace pick up bus. I called the general number and was told by an agent to look for a bus with specific words. 15 minutes passed, no bus. I called again. The agent attempted to contact me to the local office. The phone went to voicemail. I left a message. No return call back. I tried again with no success. This was all before 3pm, the time the website said the location closed. In the end Priceline recommended I just find someone else (they were also less than helpful). I recommend using Budget or Avis. They accommodated us on the spot. Yes it cost a little more but that was because I didn’t have a scheduled reservation.

We pick the car in IAH. The customer service was good. But the car condition was not that good, when put the key and turn on the car I saw the tire unbalance light is on, then I find there in not back wipe for my min-van as well.The rental company should fix all these issues before they rent the car out. The unbalanced tires could seriously accident. But they still rent it out. I am disappointed. Hope in the feature they do rent out this kind car out anymore.

Terrible place to rent from very rude they will charge your credit card different charges brought the van to me dirty tire light was on call me and they said did not get the van back after I parked it at park and fly Pam the supervisor was very rude she finally tells me that she found the van and they forgot to check it in run do not rent there I went through hot wire never ever again this company is ghetto and unprofessional....Run!!!!!!!Do not rent from them!!! I will be suing them for the rest of my money... tell Hotwire you would not rent from Ace van rental on Greens Road they are terrible!

1. This is NOT an airport rental car service. Its in the middle of nowhere. Looks like a junk yard. The rental car buses at Houston airport DO NOT serve this location.2. It closed at 4:00PM!!! Any return after 4pm will be charged $20.00+fees, and potentially $50 penalty or more. And you will spend 1 more hour to return to the terminals.3. The employees working here are rude. And their vehicles are very old and in unsafe condition.If I can give it negative score, I will give it negative 5 star!

The people there are very nice and professional, the driver of the shuttle are very patient, I didn’t know jew people rude and disrespectful, the van can fit only twelve people, the driver have the list, on the list we call for party of six and the other family call for six, when the van come they all eight of them get on the van first on the driver list only six of them now is eight, i ask them you call for six, I call for six then that is twelve, the other two have to get of the van and wait for the next van, they didn’t respond pretending they didn’t hear me, all of them are looking the other way, so my family waited at the airport and I go with the driver to pick up the van, when I got to the rental Dan are very nice and professional .....oh yes we fly over here to see our sister for in the hospital for the last time........

I made a reservation to pick up a van. I found the location in “the hood”. I drove there only to find no vehicles available and the worthless guy at the counter could care less!

The staff was extremely helpful and polite. Vehicle was clean and ran well. Staff went above and beyond to assist with entire process from pick up at the airport to drop off at the airport.

Worst experience ever. Was directed to the wrong address. Had to make 2 Uber trips. At the counter I was informed that no pets are allowed. After negotiations they agreed to take me with a shuttle to the airport terminal ( not the rental car center).

Booked through Priceline, learned my lesson never to blindly trust that site with a car rental. This place is pathetic. First of all, it’s not even at the airport, but apparently in some arbitrary zone that the owner called “the airport area.” In order to get there, I had to Google the phone number and request a shuttle pick up, which ended up being a sketchy dude in a nearly unmarked gray van who didn’t even allow me the time to strap my infant in before taking off down Greens Rd. The location is a one bedroom shack ten minutes from the airport and the minivan they tried to rent to me had several dents in the exterior, large chips in the windshield, and dirt and grime caked into the upholstery. Furthermore, the owner laughed when I asked if he was going to fix the windshield before handing the vehicle over to me, and again when I asked how I’d get to the airport for my return flight if they weren’t running shuttles at that time. “Take an Uber,” he scoffed, and then went on to tell me that he wouldn’t offer any reimbursement for that expense. At that point, I’d had enough and called my credit card company to stop payment on the rental, which finally prompted them to issue the cancellation and I was on my way back to the airport to catch the (real) shuttle to the car rental area, where I was quickly helped into a beautiful full sized SUV that has been wonderful for this entire trip. Reading through the reviews, I noticed that the owner couldn’t even spare a few minutes on each negative review to compose a sincere apology, but instead opted for a generic cut and paste response to the tune of “We apologize for your experience and thank you letting us know about this issue, [insert name here]. We strive for the highest blah blah blah...” Absolutely ridiculous.Word to the wise, avoid this place at all costs.

Duped and Swindled! Overall the experience renting with ACE/AVR was extremely unpleasant. We were rented a car that was in poor condition, charged extra fees that were not in our contract and had no shuttle to the airport (which was in the contract as well). After waiting HOURS on our first day of vacation we were finally able to obtain the car we reserved, a minivan (they tried to force us to take a 16 passenger van!). I will never rent from these companies again and will discourage friends and family from doing so as well

By far the worse car rental firm on the planet! Hours are 8am to 6 pm with no key drop. Better hope your flight coincides. Shuttle....ha forget about it, called for a shuttle and waited 30 minutes. Ended up calling a cab, $25 later. V

Buyer beware. First they claimed to be located at IAH airport. False. They were located in a small house about 6 miles away down a bad road. No signage. Had to ask the business next door. Lots of people sitting on the lawn, presumably waiting for a car. After we realized they were not located where they claimed to be, I called to get directions and let them know we were on the way. Once we arrived 45 min late we were told they had no cars. 0 cars. Wow!

Ive utilized the services of ACE Rent A Car on multiple occasions and the service each time was great. The staff explains all details each step of the way so I am familiar with all fees included in the purchase of the rental car and they are all very friendly. From the front desk associates to the staff who ensure the vehicles are clean for us and I appreciate their help! Shantay especially was very helpful to me during the check out process which is great because good customer service seems to be a thing of the past but not at this rental location.

As anybody can see from all the other reviews, this place will give you poor customer service. Sharde Buchanan, the manager, was rude to me because I was trying to ask a question. It was very unnecessary. Save yourself all the trouble and go to all the other car rentals there are, such as Avis if you don’t want to be treated poorly.

Booked through Hotwire hot deal. Everything about this place is a joke. Bald tires, cracks in windshields, rusty, beat up exteriors, vans not full of gas, location is literally a house. You can see the extent of all of this in the pictures I uploaded.Only positive: I called Hotwire and told them that the vehicles were literally unsafe (cracks in in windshield and bald tires) and they cancelled my reservation.

When I showed up to get the van I reserved, there werent any. I left to try to find another vehicle somewhere else.

I wish I could give them negative stars. The shuttle driver drove off without us, leaving us stranded at the airport in the heat with our infant for over an hour. It then took another hour for us to actually receive the rental car. Then to add insult to injury we were told that we will be responsible for our own transportation back to the airport when dropping the vehicle off. Worst car rental experience of my life.

There were no communication that ACE car rental will not pick us up at the LAX airport and we have to take the city bus to a location before they can come get us to their location. Wasted us a whole lot of time until we found out. The rental guy told us that shuttle starts running at 5 am and also the sign at the front door stated that. However, we showed up at 5:45 and waited there until 6:45, there was no sight of shuttle. I called customer service telling her we got stuck there and will not be able to make it on time for our fly, Instead of trying to help us, she tried to tell us that we return the car before our scheduled return time so there will be a charge without knowing exactly what our return time scheduled was. I tried to explain she hung up on me. We and 2 other groups ended up taking uber to the airport. Cost us $12 more plus $5 tips. I travel a lot and never had this horrible experience. Stay away from ACE car rental even if it’s for free.

Dirty vehicle inside and out. Full if dog hair, crumbs, human hair and sunflower seeds.

There was no instruction about car rental rules.....after we arrived at the airport and took the shuttle to the rental location (at the airport) we found out that the actual rental location is not at the airport a 20min away(no one mentioned that when rented the car over the phone).....I had to call then take another shuttle to go back to same terminal that we arrived to then call and wait for the car rental “shuttle” with unknown hotel name on the side of It.The car rental location is in the middle of no where .....we finally picked our rental and found out that there’s a fee of $20 plus tax for “after hours drop” .....we wanted to Return the Vehicle a day after we rented it and apparently there no shuttle from the car rental location back to the airport so there’s $40-$50 Uber ride to the airport that’s if Uber can actually find us in the middle of the field......terrible customer service,they hang up the phone on me twice for not being able to answer my questions

The worst rental experience I have ever had.First Priceline did not show they need shuttle to there during reservation. Be aware the shuttle that takes you there is not same shuttle for all other normal rental cars, they have a spare one.Second there was no phone number in itinerary. I had to get it from one of the bus operator in another terminal.Third, in order tio get to therm you have to call them so they send a shuttle. But guess what happens when you call them. They never picked up the phone and then when you get connected to someons in their main call center. even their customer since said they were supposed to be open by 6. And I called before.Fourth, their customer service, talked twice, even doesnt know when they open when they close, one said... they close at 4, one 6, and airport operators say....its 6:30.Fifth and probably worst, both Priceline and their customer service did not even apologize for this fiasco. Neither they offered any solution other than ok, come back tomorrow we are open in the morning. Really? All when the rental cost has gone up by 3 times since when I ordered.Summary. if you care about your time and money run away from these people. Also very disappointed about Priceline support.

ABSOLUTE TRASH COMPANY! AVOID LIKE CHERNOBYL!Im currently in dispute with them over a charge with my credit card company and they are making it VERY difficult to get anything done. They had made promises from a customer service perspective, yet never followed through in picking up from the airport or even answering their phone for that matter! If you rent from ACE youre going to have a bad time!

I read the reviews before I got here and expected the worst. But I think that everyone who left bad reviews just didnt know about the separate shuttle so they were angry before they got there. I had no problems and the employees were very nice. Nice van, low prices, would use again

Very bad service & last minute added expenses causing me to cancel my reservation... will not ever rent here again!!!

Terrible. I reserved my van 1 month before. It said “unlimited miles” when I got there hey told me I should’ve read the link on terms and condition. Unlimited miles after 1000 it’s 25c/mile thus place is terrible. Seriously. Customer service sucks too. Worst worst worst car rental I’ve ever been to. Please save yourself and don’t even come here.

Worse car rental agency I have ever comeacross. I called to tell them we would be about 3 hours late and they said that was fine. Arrived with 3 small kids in tow and they said they have a policy that they’ll only hold the car for 2 hours and they have no record that says I called, then they said it doesn’t matter if I called because they have the 2 hour policy and they don’t have any cars left. Horrible customer service, horrible people working for them. Can’t believe this company is in business. Will never give them my business.

We rent from them almost weekly and they are great!

The ABSOLUTE worst car rental place! We rented through a travel agency. We checked all for unlimited miles. Ace came up with the best deal. We got there and were told it was by the mile rental. Its a good thing we werent going over our 1750 allotted miles! We would have been screwed! We suggested that might want to clear that issue up with the travel agency and they said WE had to do it, yet its their business and Im the customer! The manager argued with my husband. That was in poor taste. She shouldve, as a manager, agreed to call and leave it at that! Then, they offered them to refill the van at a set price, which was less expensive than the going rate for gas, at the current time. I agreed. You sign multiple pages hurriedly and since I agreed, I assumed when they took more money than expected, that was included. However, when I got my final statement, they charged over double the amount they told me because they said it was my fault I didnt look at the statement before I left and prepay. How do you prepay when you dont know how much will be left in the tank? Insane! Everything was OUR fault! Well NEVER use this place again and will tell the travel agency what a joke these people are and all of our friends and family. I had to give 1 star to write this review but I wouldnt give them any stars! They should be out of business! From the multiple comments I have read, Im not alone in my opinion. Perhaps they need new management? One would think so after hearing all of these poor reviews! If you are considering this place to rent from?...... DONT!Also, the vehicle needed an oil change, as the indicator light came on and the vehicle was filthy on the outside prior to rental!

Worst experience ever. Located far away from airport. They didnt have any available car. Almost impossible to reach them. Spent important hour for nothing. Came back to airport to get car from real rental car company.

I had a reservation with ACE Rent A Car at George Bush airport (IAH) in Houston, Texas. I did not receive any directions nor email about how to get to THIS rental car facility or that it is not actually in the IAH rental car center eventhough it says it is a rental business at IAH. After going to the IAH rental car center, not finding your business in the only logical location without any different communication or directions, I searched the internet and found out I needed to call and get another shuttle ride to local ACE rental car facility.I called the number from their website and was told I needed to go back to IAH, Terminal A, door 115, call back and then she would send a shuttle to pick me up. I told her I was already on the shuttle and asked if she couldnt please call the shuttle now for me. She refused to call her shuttle driver even though the IAH rental car shuttle was a standard 5 minute trip.When I got back to Terminal A, door 115, in 4-5 minutes, I called back and was told the driver had just left and it would take approximately 20 minutes to get back to pick me up. I waited about 20 minutes for the shuttle to pick me up and then a 15-20 minute trip to your facility to pick up the rental vehicle..I am a cancer patient of MD Anderson and I flew in for a procedure today. This cost me 1 to 1 1/2 hours additional time and has made me late for my appointment.The lady at the counter was very nice.

This appears to be the type of location that rents to corporations, however they made my family and our event extra special with their warm and welcoming customer service. Thank you!

My family and my friends family arrived at the Houston airport (4 adults and 3 children age 16 month old,3years old and 7years old) took a shuttle to the car rental terminal to find out that the ACE CAR RENTAL IS NOT THERE....I called customer service and was told that we need to go back the same terminal we arrived to but Ace car rental location is around 20miles away from the airport.Now we had to wait for the Ace rental shuttle.......when the Ace shuttle arrived it had some weird hotel name on the side of it(the shuttle driver was very polite and professional)30min later we arrive at the car rental which is the middle of NO WHERE and finally got our vehicle(we landed at 2:30pm and total time to car rental took another hour and half ).Now I found out that theres an after hours fee of of $20 and no shuttle back to the airport (Uber is $50-$60 )and now we arrive 30-40 min earlier just in case Uber can’t get to that location fast enough and fast have a flight at 6:45 am......Ace customer service is politely said terrible since the Ace rental manager hang the phone on me twice......If they would have told me that they are 20miles away from the airport I would rented a car from a different company with no unknown fees and a shuttle to the airport ........I would never again use ACE car rental and would not recommend them to anyone that values their time and good customer service

Service was good for being short handed but the van we rented wasnt cleaned out good and lots of small nicks and dents, plus windshield had 2 chips in it. Early morning drop off had no ride back to the airport.

Price was good but service was poor. People were nice but it took over an hour to get picked up, the printer didnt work, and I got a different car versus what I ordered.

Are you looking for hell on earth? Well, you found it at Ace Rentals. You know I would never judge a book by its cover, but this establishment really makes you question all that is decency. If you’re not put off by the decrepit state of the building, the interior will surly knock you out of your socks. You will be greeted by a fog of stench that rivals a New Jersey land fill, then, you will be greeted by someone that I would imagine got training from a circus elephant. Don’t let this discourage you however, you won’t be doing business with them because they won’t have the vehicle you ready . They won’t call to let you know and they’ll try to upsell you to a different vehicle or multiple if you wanted a large van. Don’t take the bait! Just be glad you won’t have to visit a hell like that until you hopefully pass away from natural causes very far into the future.

I reserved and paid a minivan with a week before, when I got there they told me they didnt have any minivan, like 3 more. clients came after me, and had the same issue. I got Lucky because some 1 returned a minivan just before I leave the rental car.

Excellent service all the way through definitely recommend them

Van reports problems with stabilitrac (is a Chevy) and is torn up inside. Not obvious that you need commercial insurance as well to rent.

Using ACE at Houston/Bush International Airport (IAH) was a nightmare! DO NOT DO IT!! No matter how good the rate is!!*Summary of the Problem:ACE booked my reservation online for a 4PM pickup at IAH, however that locationCLOSES at 4PM! After an hour and a half of waiting outside and making calls to ACE, I ended up with NO VEHICLE and NO COMPENSATION OR ASSISTANCE from ACE!I was forced to rent a vehicle from another vendor for immediate use ($$$!!), and was TWO hours late to my appointment and mentally and physically exhausted!!ACE needs to correct their online software to align with the actual hours of that location (so they dont book pickups past 3PM (or earlier).Also ACE should have compensated me in some way for my inconvenience due to their error!!:. Not receiving the vehicle I ordered, or ANY vehicle. The unnecessary waste of TWO HOURS of my business day!!DO NOT USE ACE AT HOUSTON/BUSH INTERNATIONAL (IAH)!!

Who closes at 4pm on a Friday night at. International Airport? Hotwire you need to rethink your contract with this rental company!! I was completely stranded and had to make another reservation!!

Terrible. Tried to call for a shuttle once we arrived in Houston (IAH), but kept being transferred to a Dallas location that couldn’t help. Finally reached someone through the national number, but they never called back, as promised. After wasting 90 minutes, finally talked to someone and canceled our reservation. Beware!

Worst car rental company EVERY!!!! Not reliable, the cars are trashed and not maintained well. So many issues, where to start....For starters they NEVER have the original car you rented. Second, the cars are very dirty inside and outside. Third, they close earlier than posted time. Fourth, their rental car is a parking lot.

This rental car company is a joke. We had a reservation for an 8 passenger vehicle on 12/28/15 at Bush airport in Houston. Took shuttle to car rental area where all the rental companies are located. Couldnt find Ace Rent a Car anywhere. Eventually after wandering around for an hour we were told by another rental company that you have to call them and they come pick you up. There was nothing about this on the rental paper work we were emailed nor was there a phone number. Googled them and got a phone #. After being on hold for 15 minutes a recording announced there was no one available at this time. kept calling back. Got messages ranging from no one available to were closed to just ringing out. . Called today 1/1/16 at 3:18pm and was only given the option to leave a voicemail.

Hi I am very disappointed with the customer service I dealt with today. I was simply going to get my car rental and the general manager Sharde Buchanan was very disrespectful towards me and my family. She was speaking to me in a disrespectful manner and yelling at me and my family. I was asking her a question and wanting to know more information but still was repeating the same thing to me. That I already understood! Overall we had to leave and go to another company to get another car rental. I’m disappointed in your poor judgement of character of hiring Sharde Buchanan and also how she treats customers. In the other company (Avis) I went to I did not have to deal with such attitude they treated me nicely. I have read other reviews on the AVR car rentals and all of them explained how that there is such bad quality in staff . The AVR Car rental in 5650 Green Road Houston Texas 77032. I hopeu You will deal with this matter!

Sharde was incredible with customer service. Truly a great place to rent a van! We will certainly be back!!

I come pick up my car, they dont have car make wait 2 hours but I didnt get car outside bad weatherI go back home with Uber I never seen that kind bad service in my life

Never do business with this Company, because theyre very Unprofessional and they dont care about you having a reservation for a Vehicle.

I was looking for a reasonable/cheap minivan rental for a family of 5 vacation, found a deal through Hotwire with ace rental car ps: it is AVR (airport van rental) but they use ace facility .after I read the reviews I was afraid of the worst I called the day before and confirmed with Melba she gave me the procedure and what to do once we collect bags. I called after we got the bags a nice lady answered and said the shuttle will turn right back just give it a 10 minutes and it was nice clean ford transit shuttle Atelier hotel sign on so when you call make sure to get the description and the exact door 115A,the driver was very polite and helpful we got to the facility we found hour car ready by the mIn lobby entrance nice clean 2018 grand caravan new tires and full tank of gas sign the papers did walk around for any damages and got on my way . And because of the cold weather in Chicago (vortex week) my flight got canceled so I called to extend an extra day they were so helpful and got a break in the price. They close at 4:00 pm so if you have kids or big group drop them off at airport first and one person can mange the way back . I got a hotel room across the street so I dropped the key in after hours box and walked .thank you guys for making it easy and stress freeMy advice especially for families plan ahead do your homework .

Renting from this company has by far been the worst experience EVER! Do not rent from them. They are out to steal your money. The vehicles they rent out are a joke. There staff is not familiar with what customer service is, their managers are rude and almost ruined our family vacation. You have been warned!

Dont be fooled by the economic prizes. Its not my first time renting a vehicle and this company was the worst Ive ever used. If I could put no starz I would. From the beginning of the rental I had problems they did not acccept the insurance I had purchased when I did the reservation they had me buy another one at there location. I was almost late catching my flight back because they did not have a reliable service to the airport. The car rental employee told me to get an uber to get to the airport. I really had to get it not to miss my flight. I had toll fees which I paid and then sarted getting charge administrative fees. I would never use this company again nor recommend it.

Service was great! In and out within 10 minutes.

The customer service was terrible they started adding charges that wasnt promted online

If I could give no stars I would. Worst customer service!! Charged me for an additional day when I even brought the van back early. Was told I would get a call back 3 times now to get my money back and still have yet to call me back. DO NOT RENT FROM THIS COMPANY!!!

They are not really allowed to rent cars at Houston Intercontinental Airport and its VERY VERY difficult to get to their location. They will tell you to go to the rental car Center at the airport (bus ride) then call them to pick you up from there. Its the opposite direction from where they are. Then, once you get there you may or may not be able to reach them.Instead, just catch the Rocket Parking shuttle from any terminal and they will drop you at Ace Rental Car. What a clusterf#%k.. Pay more, get better service and no deceptions about how inconvenient it is with Ace here at IAH.

I made a reservation for a small mini van and got to the place and waited over a hour to get my vehicle. When I got to the counter I was told that they did not have a mini van and I could have a 15 passenger van. I was frustrated because my trip was delayed, my time was wasted and will not consider this company again. My reservation was made days in advance and I should have been contacted if they didnt have a vehicle.

Reserved a 15 passenger van and when I went to pick up,was told sorry, reservation not a guarantee,so ended up with no van and no kind of warning that van wasnt available till I got there,day of.Would not recommend it.

Paid 90 dollars for a two day rental but was charged almost 250 after turn in called 8 time can never reach a actual person to explain why horrible company

This place is horrible! They have the worst service EVER. We get to the airport only to find out they close at 4pm. Never ever ever use this company!

Waited 50 minutes for a pickup. Called multiple times and was told the van is on the way 3 times. Called and asked what we were going to do about this and was put on hold for 6 minutes. Called back to be told the van was on its way again. If you have nothing else to do all day I guess this is a good place to rent.

Do not rent from there they charge my credit card the moment i gave it to them it was supposed to be for a deposit only because i paid hot wire Pam was very rude will never rent there again ...called hot wire they gave me a refund😀 i wish i could give them no stars horrible horrible service.

It has a shuttle but was not explain how theres worked.

Had to wait more than an hour and call over and over to different places just to get picked up from the airport.

Small company away from the airport. Expect some delays, but well worth it.

Car rental not guarantee, we rented a van and once we got there on the day we agreed apon they were all out of vans, and we ask what happened, and they rudely said no one has brought back the vans, our experience was just really bad worst customer service only if I could give - stars

Terrible car experience. FYI you can’t take toll roads with these cars.