Rodolfo was awesome friendly helpful and showed me new car models so I upgraded he knows his stuff definitely would come back ….. thanks we are happy with the new selection

Ace does not have a shuttle that will take you to their location. We did not know this and calling customer service was frustrating as sometimes we would get a busy signal. When we would get through, pressing buttons on the phone would not register so we were unable to hear how to get there. After speaking with different bus drivers, one explained we had to catch the Metro bus to be dropped off in a parking lot and wait for a cab to take us there. Wish the parking lot had a sign or something as the group of people waiting there were just as confused as us.Got to the location and was pushed insurance. Told them my insurance company covers rentals and showed them my insurance cards and my insurance. Was still charged and when I told him I had coverage, was told it was if the vehicle was damaged, they charge for that service even though I confirmed with my insurance that they would cover that too if I needed it.The bathrooms were atrocious. The sink in the female restroom did not work. Men’s restroom was dirty.When we got our car, the gas light came on as soon as we drove off the lot and we had to find a gas station right away. Why would you rent a car with no gas in it. Most cars can only go 30 to 50 miles when the light comes on.Most of the employees were nice. Returned the car and new charges were told to us. They need to make it clear what charges you might occur and how much. We were going to have a sand charge of $150. After leaving and spending 2 dollars shaking out the car mats and a quick vacuum, we were fine. Being clean and taking care of things, we returned it clean but the little sand that was shaken out did not warrant the attitude and the threat of fines and charges.I just felt charges were being pushed onto us and the frustration of trying to find how to get here just left a bad taste.We did get complementary socks although I’m sure they were left over from the last person who rented the car. We also got a few other things that were left over. We left it all with the car though as we had no use for the extra clothes.

Terrible attention. Do not hire this service, it is a total deception ...

Reserved a rental through Priceline. I was quoted $180 a day with unlimited mileage. Nope not even correct. I go to ACE today to rent the vehicle they over charged me by $20. When I brought it to their attention they told me Priceline gave them that quote. I called Priceline and they said nope it’s the car rental place doing. To add insult to injury I thought I was getting unlimited mileage. Apparently, there’s some fine print that’s not visible on their site. You literally have to search their site for their mileage policy. One would think it’s located in the frequently asked questions. Nope it’s not. I can’t remember where I found it because I can’t find it again. False advertising!Checking In:I finished speaking with the virtual check in guy at 9:00 and they have me checked out at 9:19am. I didn’t get the vehicle until 9:45am because it wasn’t ready. They also said the gas tank was full nope it was 3 quarters of a tank. Oh did I mention the $500 deposit on a major credit card is just ridiculous. I would never rent from this place again. It’s not worth the headache. Was late to my appointment when I booked the vehicle to allow me an hr and 45 minutes to get to my appointment that was an hr and 15 min away.Worse customer service ever. Attitudes coming from each direction.

DONT USE THEM! If I could give them negative stars, I would. Save yourself the time and stress, and go through any other rental car company.First of all, they give poor instructions on where to go in order for you to be shuttled in their van. Its a two step process, that is overly complicated and they should have come up with a solution already (you first have to take a metro that takes you to a car rental depot, then you have to wait for another shuttle). The majority of the other companies offer direct shuttles from LAX to their company, why havent they figured it out yet?Anyway, after we get there we see that the line was wrapped all along the fence! A few people had gone inside to check why it was taking so long, and they had only two people working (one of them was a virtual kiosk assistant). One of the workers came out to tell us that it would be an hour wait, and this is after we had already waited 30 minutes. They lied. We waited another hour before we could get to the line inside the building and another 30 minutes to talk to the front desk - which by the way, after we finally made it inside the air conditioned building, we get told that only one person from our party could be indoors and the rest had to go back and wait in the heat. It was a Sunday, shouldnt they realize that weekends are busy and that they should have more people there to help? Not even the manager was there that day.To top it all off, I had already paid for the car rental and the insurance coverage offered online, and we get there and they charged us another $200 for insurance. We had told them that our own insurance would cover what they were trying to sell us, but they wouldnt budge and we had to pay it in order to get the car. It was such a terrible experience for all of us there that day. The car we got had expired plates and another family that got their car at the same time as us had to go back inside because the whole car smelled like weed on the inside. Seriously, USE ANY OTHER COMPANY OUT THERE! Theyre not as cheap as they say they are with all their hidden fees and terrible service.

The shuttle directions from LAX were challenging to follow...specifically it indicated that the first shuttle should be exited at the first stop which was not true. Once there though, Jose was awesome on intake. the car was great if not perfectly clean or free of dings, and Marcello was AMAZING in his customer service on return and shuttle to the airport. Ill be back!

Malik provided excellent customer service during what was the start of an exciting visit to Los Angeles! He was compassionate, listened to my concerns, found out what was entailed in my trip, and got me the perfect vehicle. I recommend ACE for efficient, economic car rental needs. 🌟🌟🌟🌟🌟

Worst experience of my life.. flight gets delayed and I land at LAX at 945pm.. 3 hours late. Ace closes and 8pm so obviously I have no options. I come back next day after verifying that I have a 24hr Grace period to pick up my vehicle.. and Im told that they dont have a reservation for me.. my car was already rented out and I have to pay an extra $300 to bump up my vehicle type if I want a vehicle.. horrible experience they did not help me at all . No accomodations No discount No car.. horrible experience.. 0 Stars

Worst experience by far.... Went to pick up a rental. Customer service inside was professional....Outside????Now thats a different story. Check out guy outside name Edwin or Edward( Mexican guy) thought I was the employee and he was the customer... Started demanding me to do this and that. When I was fed up and refused he blew up.Wife started to record the confrontation then he said to delete the recording. She refused and he tore up the contract and said.. Go next door and rent a car.. I travel alot and rent cars at many locations and Companies..I have never in my life had an experience like I did with this company and location. He needs to be retrained, repositioned or terminated. Probably reposition to a car washer where he doesnt have to deal with customers... I have the video of the confrontation. If corporate wants to review it I will email it to them. I will post pictures of the confrontation... To corporate office.. I rate alot of business and alot of people look at my ratings. If you care... You will do something about this.....

Friendly service an great rental rates! Good shuttle service! Currently I would recommend this place!

Waiting for a shuttle to the location takes forever. They also have a bunch of disclaimers not listed on the small prints. They force you to take car insurance, their location close early and if you need to drop your car after hours, they charge you for that.I ended up walking to another rental. If I can give them zero I would.

What a great place! the staff was so friendly and it didn’t take long to get our car and go to the hotel. something that j would like to add though is that if you’re a tourist anywhere Europe. California. Anywhere. i RECOMMEND getting a rental car. you can do so much more exploring with a car since you just type in the directions and start driving. when i used to travel we would always take buses, ubers, and things like that and just in general having your own car is much safer and efficient. just wanted to add that really quick because it is something i realized during this trip. anyways besides that totally recommend this place loved them!

Handle your business the rep said as he threw the keys in the rental car when I dropped it off. Apparently, theyre incapable of vacuuming or cleaning the interior. Theyre also incapable of customer service. This was the absolute worst car rental experience Ive ever had. If I could give a negative review, I would. Theyre shady con-men who nickel and dime you. They tried to charge me $250 to detail the interior because it was too dusty. I had to go to a car wash for a vacuum and wipe down the interior because it was too much for them to clean. It took me literally 10 minutesto clean, yet it was so bad they needed $250 to clean it themselves... Spend the extra money SOMEWHWRE ELSE!!!!

Total rip off, do not bother with this place. Big hassle to get to the car through the shuttle. The mandate customers to pay 3rd party liability inssurance 20$ per day. Rude customer service. Very slow line to pick up the car.If I can rate them 0 star I would but no option.

Great company and customer service!!! Lester was awesome and gave me terrific service. Booked online and everything fell into place perfectly

I spent two hours trying to get a car. The employee cancelled my reservation. Then when I finally got to Jose after an hour. He told me my reservation was cancelled and I didnt get help until 20 min later after he was told it was a mistake on their part. They dont tell you about all the extra fees, theres no shuttle directly from the airport. This place is horrible. Ill never rent a car from Ace again.

Pretty good! Was helped by Ivan, very helpful!Update: the company only upgraded my car with the promise of me submitting a 5-star review.The company has a 2.7 star rating, C/D on the better business bureau… so, you can figure that out yourself.Car rental was expected to be 280, left paying 940….. just go with a more respectable company….Employees are super nice, company as a whole is not. Spend the extra $ for smooth sailing, and integrity.

I give this 3 stars, for a few reasons. The car was cleaner than most rental car companys give. The staff was good. The process of renting was horrible. Having to talk to the representative through a computer screen was difficult and time consuming. Over an hour we waited, only 3 people in line. We had to Uber from LAX to their lot. The instructions was not very clear. Having to hop on a city bus to be dropped off at a general off site rental lot then to transfer to their van to be dropped off at Theyre lot was a great inconvenience.. it was worth the 25.00 to Uber. The price point was better than most of the name brand, but not by much.

Picked up on a September Tuesday morning, no line at the kiosk. I did get hassled by the checkin lady about my name being worn out on my American Express card, and she was not willing to find a solution. But thankfully Rodolfo came in and we were able to verify my card details through the transaction verification process. He was much more pleasant to talk to.Got my car... hassle-free exit.I then returned the car Thursday 4pm, no line up. Quick checkout process, and they were able to shuttle me quickly to the terminal for my flight.Great experience! Of course every experience can never be complete without a challenging element.

Worst car rental ever. Do not rent here. It will be always more money than you expect. No matter what you make the reservation a month in advance they are not gonna have your car ready and they are gonna try make you pay for and upgrade. Insurance is always a big deal with them. You better take with you copies of your policy plus insurance card. If you think you are gonna pay more with other rental car, is not true, you will end paying more with ACE and with a worst customer service. In addition when you arrive to LAX you have to pick two shuttles but nobody tells you that so you go to rental car shuttles as the rest of mortals and you can stay there forever. My bad not reading others reviews l. I just hope other people read my reviews before they rent here.

The service was lost. Five different customers were upset while we were there for various reasons--long wait, wouldnt get something someone left in a car, dirty car, the last shuttle to the airport left them, and we ended up not being able to get a car after waiting a couple of hours because we had to have a credit card and the reservation was made in my sons name. They wouldnt transfer it to mine, and wouldnt use my credit card. It was a mess. Then the price would more than double to start over. It was ridiculous. We ended up in Uber for the weekend.

Had a great and easy check out experience at Ace rental today. The process was pretty painless. Lester was a great customer service representative. He was super friendly, resourceful, and checked us in quickly.Would recommend him to anyone for a great and easy checkout.Thanks!

Worst experience ever. Do yourself a favor and go somewhere else. After 2 hours of waiting they gave us the wrong size car. We had to swap with another customer that didnt mind a smaller car. They were way understaffed and very rude. Engine light turned on after one hour of driving on the busy LA freeway in the heat. I called them and they gave me the option of taking the car to a mechanic or drive all the way back to swap it. I declined and relied on ubers and lyfts for longer trips and just used the car around town. After I returned the car they sent me a text that I have no extra charges but still charged me card the day after for an amount of $60. Rude, bad service, and fraud. Stay away!

Lester was great! Awesome customer service, upgraded to a better vehicle when other not available. Highly recommend!

Waited in line for 2 hours 17 minutes and there were only 16 people in front of me. After one hour, the employees took a lunch break dropping the active agent stations from three to one despite all the disgruntled people in line. Worst rental car experience I’ve ever had. Ace needs to figure out how to serve their customers better.

Lester was a wonderful help. Answered all of my questions and very helpful. Highly recommended

Lousy experience. Horrible customer service. Rude staff. Took 2+ hours to get a car I already booked online.

Lester was an awesome rep! Super friendly and got us checked out quick

My Painful Car Rental Experience with ACE (7-steps):1) I got a one week rental here for a mid-size SUV and they gave me scratched up Dodge Journey - the most basic kind. Fine, np.2) When I returned it, they pointed out a scratch that I had not noticed, bc. the vehicle had multiple scratches on it, and I had not experienced any incident.3) They documented and we filed an insurance claim with my AMEX.4) They provided documentation that was hard for AMEX to review, and this took several months to resolve, getting me involved several times.FINALLY, AMEX was able to cover the damages, ACE got > $2K for a scratch on the fender. BUT NO, were NOT DONE!5) They want me to pay >$1100 more now, b.c of Diminished Value. Im not sure what this means? Did you not fix the scratch, whats the diminished value on a superficial scratch that supposedly you now fixed?6) My insurance says they will cover if ACE can provide the documentation required, but ACE WONT provide this, and is trying to bully me into paying them with threats to my credit score.7) Its been 8 months since this event took place, and Ive had to deal with this BS company harassing me like like some spineless invective knave, out to squeeze their customers for every penny they can get.I can honestly say that in my 20-yrs renting vehicles, this is the worst experience Ive ever had with a rental company.NEVER AGAIN!

Rodolfo was so helpful and got us a great rate super easy and clean no line very quick overall great experience thanks to rodolfo !!

Eduardo was very helpful checking me very polite and professional overall experience was fantastic I’ll be coming back to rent from here thanks ace

TWO different shuttles from LAX. Left baggage claim at 6:45pm. Left rental place at 8pm. Yep, >1 hour to rent a car. Required not just my insurance card, but the declaration page. Charged a $500 hold on my card. Car had no washer fluid. Drove around LA with a very dirty front windshield. But it was cheap. $147 for a big SUV for 4 days. So if 1.5 hour wait and ill maintained car works, it’s definitely cheap.

Lester and Rodolfo were amazing made the whole process quick and easy. Thanks so much!!

DONT RENT CAR FROM ACE ANYWHERE !!SCAMING SOCIETY TAKE MONEY ON AIR !!I fell very bad after the 5 days rental with them.2600 people already do a rating it’s simple to understandI not the only one. My mistake I not check googlereviews before.

I was worried about renting here, just based on some of the other reviews that I saw. Turned out to be a great experience. Their check-in process is a little weird, in that you use a terminal in the lobby that connects you to a remote service employee, but it was painless and worked great. One word of advice is to have a proof of insurance letter or card handy so that you can provide your policy number. Luckily I did, but if you dont it could slow down the process. They want to verify that you are insured unless you want to buy their coverage. The shuttle back to the airport was fast and easy, although I heard some people say that the two shuttle process of getting from the airport to the counter was tough. Im not sure about that because we just took a cheap Uber from the airport to get there. The car was new, clean, and in good shape. I liked the fact that they took pictures and video of the car before I left the lot, and sent them to me so that we both had record of the car condition prior to my rental. I would totally rent from ACE again.

Lester was amazing very helpful and efficient. Thanks for everything I will definitely choose ACE when vacationing in LA!!

Lester and Rodolfo were very helpful and friendly, this is the first time I have ever rented a car from ACE and while the way to get there was a little unorthodox and I would hate to do it while it is dark outside “take bus go to a lot and wait for a white van” gives off some seriously bad vibes but overall the experience was a pleasant one! The shuttle guy was really nice and explained that when I return the car they will take me directly to the Airport and not the postal service parking lot so that was a relief!!

WET CAR SEATS, WRONG CAR, DIRTY CAR & 3.5 HOURS TO GET A VEHICLE. recap, had to take a bus to their shuttle pick up, had to wait for multiple Ace shuttles to get to there rental location.(1hr). We then waited in line even though I made a rental reservation(1.5hrs). Rental agent put me on a clunky half IPad half virtual agent Check out process. The virtual agent booked us the wrong car, forgot our car seat reservations and couldn’t get the card reader to accept my payment. They tried so many times to run my card that my bank thought it was fraud and called me to verify. (45mins) I received a subcompact crossover instead of the mid sized SUV which I had reserved and the car seats were missing. I had to start the agent process from the beginning and was given a beat up mini van that the transmission shifted extremely rough, there was no wiper fluid, and was dirty inside and out and the rear wiper was dangling down and still no car seats. I final get them to get me 2 car seats which that have just washed off and the were soaking wet and I had to install myself. (30 mins) My two kids were wet for hours in the car because of this. When I ask the rental company about the wet car seats they just shrugged their shoulders and said “ yeah, I don’t know what to tell yeah”. This is by far the worst customer experience I’ve ever had with a company and I still have to go through the second half of the process of returning the rental to them.

Car pick up line was long but paperwork and key pick up was easy. Great vehicle. Marcelino was great and helpful for vehicle drop off & return. Would definitely rent again

Jose was great, he assisted me when my rental. He was very nice and very accommodating

To start, get off plane go to where rental shuttles are. ACE was not listed on the sign, see no signs for car company. Called, got voicemail which instructed me to take the metro bus. Bus came, crammed in bus with about 50 LAX employees. Bus never stopped at rental car spot. Bus empties and I asked about it and she said well we passed it and you should have seen it! Mam, I was surrounded by employees on the bus- I couldn’t even see my feet. There needs to be shuttle service this is ridiculous! I ended up taking an Uber there because I was told I would have to get back on the bus and go around airport again. They do have shuttle service back to LAX- if you can do that, you can shuttle people to your location! Was told I would be getting a Jetta or equal/ I got a Carrolla. I don’t really consider that equal. Security deposit for credit card $200- for debit card a whopping $500. This was not disclosed prior to booking and needs to be! That’s outrageous.

Lester was fast and made sure everything went smooth he was great ! Will be renting again.

First the positive… when we arrived at the remote renta depot, Ace was the only shuttle there waiting for us, kudos. At the rental office, we had Emberly take care of us today and she was fantastic, even had great food spot recommendations. She was thorough and quick. Now, what we felt could be worked on… having to take 2 shuttles was a bit inconvenient, but we saw that Ace is not the only rental company doing so. The other, and we believe Ace can do a better job there, the car’s exterior was quite dirty, even had the feet print of an infant on the hood. The interior was clean and vacuumed though. Thanks guys.

This place is a scam!! The worst. It took 2 HOURS to get my car and everyone in line in front of me had the same story. After waiting two hours, you were forced to accept their insurance coverage or call your car insurance to get a declaration of insurance! Since I already was told all of this by the people in front of me, I had it ready. Then he told me I couldn’t rent the car I picked because I had a debit card!! What a joke!! One employee was working and the line was out the door. The employee had zero customer service, moved extremely slow and had no respect for customers. Teaching your employees to apologize for the wait and respect people’s time is a basic service. Quit scamming people!!

Booked through Priceline but they wanted to add a bunch of other insurance charges to the price. Customer service is non existent. All the other negative reviews are true. DO NOT RENT HERE.

Short line, speedy process, and excellent customer service. Rodolfo was especially helpful.

Malik,Was totally helpful to me today during my process renting my car. I am from Bowie, md was not to familiar with this service he was absolutely great thanks to Malik.

I rented a suv on Thursday and I was attended by agent Lester he was so easy to talk to and very passionate and patient with explaining all the policies and conditions of ace rental car. I was amazed on how he went out of his way to make sure my family and I were comfortable and please with the car and he did achieve that I most say. Thanks Lester my family and I appreciate your great costumer service giving by you. We well always rent with ace rent a car . God bless

Mixed feelings..... Malik, the staff that attended to us in LA, California was very rude while talking to us. Car that was booked online over 2 weeks and we got there and he said we had to wait for about 30mins since there was no car available. A lady who I suspect was the supervisor handled the situation and apologised. Other than that, i recommend the company for your car rentals.

ACE RentACar - really came through for me, needed a rental for two days last minute and for $99.bucks it was a large deposit, but I returned the car as required and should be getting the deposit back but the service was pretty fast thanks to Mr. Lester for providing 5*Services the only reason this is a 4star is I had to use the rest room and the men and women restroom was the same room just separate stalls 🤦🏾‍♂️ so there could have been a woman in there when I walked in lol 💁🏾‍♂️

DO NOT GO WITH ACE!! U have to two TWO SHUTTLES to get to their location and it’s not their shuttles but local shuttles that are overfilled and don’t stop most of the time. The workers are super rude and not helpful. It took us 3 hours to get from LAX to this “supposedly• LAX Ace rental place and to leave their office. Plus they only have one person working onsite, another one is via video. Car had check engine light and no gas. Didn’t get the car we paid for. Worst service with a rental ever.

I would give them zero stars if I could. This company is a scam. They pressure you into purchasing insurance you don’t need and it doubles the price you think you’re going to pay. The service is slow and only one virtual agent was working. If you have car insurance be prepared to show proof of that because they won’t let you leave without sufficient proof of insurance or buying their $45 per day policy. Just spend a little extra upfront and go elsewhere.

This is just for customer service, I just walked out so I’ll rate the car later. THANK YOU SO MUCH MALIK!!! He was the only worker inside dealing with the crowd. He was helping people left and right, from people with questions, customers with attitudes and helping his coworkers when they came in with keys. He was so patient and understanding. Please be nice to the staff guys they’re trying their best to get to us all!

Lester did an amazing job! Hands down the best customer service from this gentleman. Lester was extremely helpful and answered all our questions. I recommend working with him whenever you visit this car rental facility

Lester did a great job helping us out!!! Great customer service and super friendly!!

Customer service is super bad. Here my story made the reservation online and paid everything safe and when I get to the place, They want to charge me $200 more for another insurance. The attitude of the agent super gross not just me but other clients.

Lester took great care of me. He even offered some great upgrade deals. I declined this time but will consider in my next visit.

The remote depot location is located on the side of the road outside of the airport in an unsheltered location. We were dropped off here in the rain and had to wait for about 30-45 minutes for a shuttle to come pick us up. There was a large group of us and therefore those who hadnt been waiting long had to wait for another shuttle. I eventually made it to the rental car facility and then had to wait over an hour in line while the two employees worked the line. The car itself smelled like cigarettes and was not clean. Definitely can do a better job of cleaning the inside of the car, especially in view of COVID-19 cleaning protocols. Took a long time to get the car out of the lot. It is not convenient at all to the customer that this location closes at 8pm. I had an early flight back which again made it inconvenient for me when it came time to drop the car back off. Ended up having to go to a third-party parking lot and dropping the car off there. For the hassle and overall quality of the transaction, I would definitely encourage anyone reading this to not rent with ACE and to go with a different provider, preferably one located inside or closer to the airport or Enterprise or some one else. I will definitely not make this mistake again.

I will probably never rent a car from this company ever again. They charged me a $70 in hidden insurance fees, even though we had prepaid for Insurance coverage. The wait time to pick up the car was over an hour. Other costumers seemed aggregated as well as hidden fees were brought out. The car had scratches, dings all aroun and stains inside. Worst rental car experience so far. Do yourself a favor and stay away, you’ll end up paying more with these people.

I’d like to preface this review by noting that the employees were polite, courteous, and helpful. I’m fairly certain the issues I ran into were due to decisions by management more than anything.A lot of the other reviews I’ve read complained about the long waiting period, but personally that didn’t really bother me. The main issue my group ran into was that when we got to the counter we were informed that our rental had been given away/was no longer available. We were offered an “upgrade”, however this ended up costing us an additional $500 which left a bad taste in our mouths.The car itself was wonderful; 2019 Honda pilot which drove wonderfully and barely had over 20,000 miles on it. There were a few issues with the vehicle though: the key battery was nearly dead when we received it, the car was overdue for an oil change, there was no windshield wiper fluid, and the left mirror shook fiercely while driving, and I was worried it may fall off (which we would then have to pay for as stipulated by the rental agreement).The employees were great, they were helpful. The car itself wasn’t necessarily bad, but it had issues that should have been resolved prior to being given out as a rental - if the mirror had fallen off or the key battery died it could have been disastrous. I ultimately would probably recommend people go to another place if they were looking to rent a car in the Los Angeles area.

The chrysler 300 was not a “premium” vehicle considering the lack of features that a “premium” vehicle should have. Both front tires needed replacing upon inspection. One tire was missing a chunk of rubber. After complaining about this, we were upgraded to a charger which we still felt lacked “premium” features. We also wish that the 500 dollar hold for “premium” vehicles was better communicated in advance as that was a surprise to us after pre- paying for the rental. Customer service was great. The employees were friendly. The process of picking up and returning the vehicle was quick and simple.

I had my rental booked over a month out. My total quote was $206.00 for a basic car. When we arrived at Ace to pick up our rental, we waited for over an hour. They only had one employee working with rentals in the front office. A young lady was there but she left for break or for the day. That left just one helping everybody. Then when we finally made it to the desk he said, you will have to wait a while for a car to become available. So after reserving a car ahead of time, waiting forever, we were told to wait again. After this he said, well I can put you in a luxury vehicle for $385, I declined, he said let me check, I may have an SUV for you. I said for how much...he said $315. So my whopping total jumped when he gave me my total to $455, plus a $200 hold...so $655! So I went from $206 to $655. I would highly recommend using another rental car service or agency. Not a friendly crowd at all either. The car itself was fine, but I value customer service above all. Also the guys driving the shuttle van we’re nice. Thanks!

Wonderful check-in experience! Zamir was extremely helpful and provided excellent customer service. I also used the shuttle from LAX and the shuttle driver, Larry was very kind and kept us entertained throughout the ride!

Awesome 1st experience with ACE. I booked the car with Kayak that used an agreement with priceline…price was amazing.The check-in process took a little bit of time but nothing bad considering all the precautions due to COVID. They take pictures of the entire car and share everything with you, so the return process is super quick. For my surprise, they even refund you if you return the car with more gas than it was. So, my review is for sure 5 star, staff, shuttle, and return are the best.

Rodolfo was friendly and helpful! He made the process quick and easy. The wait time was s little long inside

Just turned in Ace LAX rental car after two week rental. It took over 3 hours to complete rental car pick up as their LAX agent Lester insisted that I buy their insurance. He would not accept my proof of insurance and until I contacted customer service and spoke to an agent that it finally got resolved.It appears that this locations policy is to force customers to buy their insurance even if you have ample certificates showing renter has full coverage. Local agent lied to customer service rep even after CS rep told him my coverage was acceptable. This LAX location is shady and very dishonest. As a business traveler I will never rent from them and that is my advice to anyone renting at LAX.

First and last time I rent with ACE Rent A Car. It has been my worst experience ever while trying to pick up a Rental Car in LAX, actually, I can say anywhere in the country. First of all, it took me about 45 minutes to get from the airport terminal to the Rental Car location. Because Ace is an small institution, their shuttles are not allowed to pick up passengers at the airport. One has to take a public bus to a certain point where Ace’s Shuttles pick up clients. But the worst part was customer service. The line and wait were really long, and the employees, at least the one who took care of me, lacked customer service skills. All together, I left the place stressed out and with a bitter taste in my mouth. More over, when I finally got my car and was on my way way out, I ran into at least 2 parties leaving the place without their cars. They left because they couldn’t take it or way any longer.

I was tempted to give one star, but one of the workers at this car rental place saved the day for us. I’ll get to that. The car selection here is not great. When you book, it is misleading when they state the size of the car and then try to give you something smaller that won’t fit your needs. In addition, there is no shuttle directly from the LAX airport to get there. You have to take the green line and get off at the “remote lot” to then take an ACE specific shuttle. They only have workers from home on tablets doing video chat and it’s hard to communicate when you go in. They tried to upcharge us multiple times and insisted we buy $300 insurance when we didn’t want it. Finally, Emberly, the worker physically there in person, saved the day and let us check out at the price we agreed upon and gave us the correct car and everything worked out! We were certainly one of the lucky ones. Not a smooth experience.

So they gave me a price when I booked, even saying I was under 24, and said the price was going to be under $300 and when I get there its over $500!! I was not happy that they weren’t upfront before and gave me an actual price before hand. Other than that we love the car.

Agent Lester was extremely accommodating! He has excellent customer service skills - very professional and friendly!! Lester got my fiancé and I in and out with no hassle. I appreciate his great customer service!

Malik was awesome after finally arriving to the location. He had great customer service and a sense of humor. I hope everyone gets to work with him when they get here

I don’t even know where to begin. First it was the bus that picks you up from the airport and seems to drop you off on the highway. There is NO sign to indicate “Wait here for Ace pick up”. I walked around what looked like an empty post office parking lot and by luck saw an Ace van at a street light and flagged him down. He claims he didn’t see anyone waiting…which also included four other people AND luggage.When we arrived at the rental location, the line was literally out the door. When I finally made it inside, I was hit with so many surprise fees that I was just over it all. I spent two hours in total before I got my rental and ended up getting a very outdated vehicle that smelled like stale corn chips. I haven’t even dropped off the rental yet and I’m dreading the process to return it. I would never recommend this place and certainly won’t be using them again. EVER.

If you like being stranded where the van driver fails to mention he was on his last run to LAX then this is the company for you. You get what you pay for. Slow sign up, one person working the counter when we picked up the vehicle. Terrible experience. At least this car smelled better than previous.

Busy, but amazing friendly service. The car was close and easy to find. Everyone was very helpful. Definitely recommend this location.

Lester made our experience better after having a long day of travel. Was able to get us the car we needed. Thank you soo much!! 100% recommend

To be completely fair they have great rates. The only downside is we had pretty beaten Dodge Journey as a mid-size SUV. Scratches, dents were all over the place, tires were worn out (less than 5mm remained). So check everything b4 you drive out of the parking lot. Theyve got way better vehicles. On the bright side shuttle was fine, drop off was quick, we werent charged for 2 extra hours. Yes, it took longer to check in because they have limited staff and you communicate with agent via Zoom.

Waited hours in line and ended up getting regected for car rental because I was trying to use a debit card. Lots of other people were annoyed there.

Unclear insurance costs when making booking online. Our car wasnt very clean inside seats were stained and car had. an unpleasant smell. Rear drivers side wheel bearing needed replacing and was very noisy. Will av6in future.

Marcelino provided superb customer service. The shuttle and the driver whose name I didn’t get was very great and efficient

Originally we were supposed to get a ford explorer, but Lester set us up with a beautiful Dodge Charger that was a pleasure to drive. A big upgrade to the CRV we drive at home. It definitely made our driving experience in California very enjoyable.

Our first time visiting LA & I was worried because we were 10 min late, but the service that Lester gave us was amazing! He was patient, friendly & explained everything thoroughly. Their cars are all newer too, for very reasonable prices! Thank you Lester && the ACE LAX rental crew!!!

Lester was the biz! Great service and deserves a raise . Very professional and knowledgeable! Very honest and concise in his description of services and charges! I will be back!

My group was dropped off at the stop waiting for a shuttle to pick us up. We waited and waited and ended up getting a ride from a different rental company. Now reading all these google reviews it now makes sense there’s no shuttle. We go to the place then it’s closed, even though they told us they were open until midnight. So now my group is trying to find a rental car at 9 pm. Sucks because we had our name and paid for it already.

If you want to start your trip with good memory do not choose this company .They haves hidden charges and not disclosing while make reservations and during pickup it will show up when they print out contract.Treat local customer differently by charging for unlimited mileage.I made my reservation though Priceline and my reservation shows unlimited mileage but still this location billing me 50$ A day for unlimited mileage.I am ended up paying $1300 for my rental which is double then my Priceline contract.Virtual representative did not mention 50 @ day until we show the contract.I asked them to remove my unlimited mileage but no one helping us to change that after printing contract . They are in so hurry to close the location .I would suggest not choose this rental company and location.give your business to others.# boycott Ace

Avoid them at any cost. cant believe priceline connects you with them. they charge after hour drop off fee!! for what? other have it free 24/7. their shuttle service sucks!!! total trash!!!!

Lester was efficient, friendly, and very helpful! Made the check in process super easy and was happy to accommodate quickly us even though our arriving flight was 2 hours early. Shuttle driver Oscar was also pleasant. Honestly, entire team was great - thanks Lester, Oscar, and Ridolfo!

The worst experience ever. First of all I made my reservation since January since this was a planned trip for my family and I, upon arrival to ace rent a car, in may I cleared out my reservation with Ivan through a conference call inside the office, unfortunately I had forgotten my credit card and the gentleman stated he would have to charge me a $500 dollar deposit just in case of any damages to the vehicle if any, well to my luck they crashed me at the LAX airport, (hit and run) may 3rd, and it was literally just a darn scratch to the car, thankfully I had full coverage from my own insurance added on to the rental, well I made the claim, total damages came up to $1016.00, my insurance covered 500, everything was good until ace rent a car decided to keep my $500 dollar deposit and the the ROCKPORT shop where the vehicle is being fixed is charging me $500 and some dollars when clearly ace kept that money, I’ve been trying to get a hold of management, I can’t get through anyone. I absolutely do not recommend this place to anyone, now they are sending me to collections because of this matter. They don’t wanna answer my calls, I just called this morning kept ringing and they hang up the call, this place is a JOKE! I hope no body else goes through this experience and don’t pay them any extra deposits!! CLEARLY THEY STEAL MONEY!

LESTER WAS SO ATTENTIVE AND VERY HELPFULGREAT

When coming back to return the car, they said we would be charged $150 for having sand in the car. This was never explained to us and you would think being in a beach state that would be explained. After them telling me this when I returned the car, I left and found a close car wash place and spent 1 hour vacuuming the car. I went above and beyond with my vacuum job, worried they would be nit picky and with an upcoming flight, I did not have time to do it again. When I returned the car a second time they said it looked great. However, they still billed me for the “damage”. I was very displeased with their service, communication, and dishonesty. Choose someone else if you can.

Lester was amazing agent and professional well return to ace rental

Phenomenal customer service all around. Everything was done in a timely manner. The initial inspection was very honest and thorough. The car was very clean and drove well. I asked if there was a grace period and Wendy was very helpful and flexible with me in allowing it. Irwin and Jordan were also excellent during the return process. I have rented a lot of cars from different companies that usually beat you up over minutiae and fine print for bogus extra charges. Was very happy and appreciative that this company does not do that and everything is on the up and up. I will definitely rent from them again

Awesome customer service all around! Kevin came and picked us up in a very timely fashion and was very sweet and helpful getting the bags into the van. The wait to get a car wasnt bad at all and Louis was very helpful in getting a car for me right away. He was very professional and got me in and out fast, as did the gentleman checking the car when I was leaving, Jordan! Just make sure to have your insurance information ready. A couple people didnt, and it slowed the flow down. I had a five star experience all around! Ill for sure be back to Aces, and will enjoy driving my beautiful, brand new rental car to as many beaches as I can!

Overall great car and easy process. My only issue was having to take the green line then to a shuttle and then waiting in line at Ace for 2 hours to get a car I had already paid for. They don’t tell you about the $200-$500 hold so be prepared (used a CC so no big deal) but several people in front of me had no idea and it really slowed down the process). They also required me to get additional insurance because they said Florida limits are lower than California so I’m skeptical with this. Return segment was super simple. I’d have given a 5 star review if the check in process was easier and quicker :)

It’s a good price for a car, but at what cost?? You have to wait for the LAX shuttle (not associated with Ace) from the airport and hope it’s not full. They will drop you off at a random parking lot, where you have to wait for a van to pick you up and *finally* take you to the Ace location. Then (not done yet!!!) you should allot about an hour of time to wait in line before finally getting your car. Absolutely do not recommend and will never use them again! It’s worth it to pay $10 more and use a service that picks up from the airport and drops you directly at the rental site - and works efficiently!

I had a reservation for 7:00 a.m., but stood in line until 8:14 a.m. and once the representative begin to help me, there were $500 additional fees added to the rental agreement because the rental was a 12 passenger van. No where did I read there would be an additional fee on ACE’s website. Then I was told by the representative to call my insurance company to add commercial rental to my policy. So, the total rental for three days went from $851 to $1400. ACE probably shouldn’t be in business.And may I add, once the car was confirmed, I waited another 45 minutes for the car.

Service and experience is horrible. One hour wait to obtain your car, and that’s WITH a prepaid reservation. Customer service is done virtually through a kiosk and a screen, which is horrible because you have to speak loudly for the person on the other end of the screen to hear you. This forces you to speak out loud your private information to a room full of other customers and strangers. They inform you of the one hour wait after they have you sign all the paperwork and require you to pay a $200 deposit. If you prepay your reservation, your fee is non-refundable. We were trapped there waiting because they had already taken our money and we could not get it back if we asked for here. NEVER RENT FROM HERE!!!

AVOID THIS PLACE AT ALL COSTS!!!!This place is like a scam.They will charge you $24.99 if you return the car after the service hours, and will charge you almost $300 for insurance that you didn’t want. And intentionally didn’t answer you after problems occur. If the owner or the company read this, contact me back to show that you didn’t ignore your customer!!!I have prepaid everything before picking up the car but I got charged $282 for extra service that I did not want.I was supposed to get charged only after hours drop off fee(which is ridiculous but it’s ok what ever), but the thing is I did not buy any insurance and I already refused to buy it because I have my insurance.When I was asked to buy those insurance, I said “NO” and told a staff that I have my own insurance. He asked me to show it to him and I did. And he said ok, did something on computer and gave me a key.And the next problem is I can’t contact Ace LAX to tell them this is incorrect. They never answer the phone call or e-mail. I need my money back!!!! You can’t charge customers without consent like this, it’s illegal.

Lester was awesome!! Quick and easy very friendly!

Cheaper price longer line. 70 mns still wait

Maybe I got lucky but my experience was perfect. Airport shuttle to car rental was an easy experience even though there were 2 it was really fast. No line in the building. They used iPad videos for checkin and it was fast as well. The car was clean and modern. I returned it and there no extra charges, and the ride back to the airport was great. Honestly I was scared cuz of the bad reviews but I was happy. This was really good.