First - there is no office or representative at Charlotte Douglas International Airport. I did not realize this until I got there and could not find a desk. I called the local number. When I called, I was told they had no vehicles available. I was placed on a long hold and eventually transferred to voice-mail. I called back and immediately went to voice-mail. Then I called the other number in my confirmation email which was reservations. The person told me to catch the shuttle to the rental office. Once I licated the shuttle, the driver confirmed there were no vehicles available, he had brought 2 people back to the airport who also had a reservation but could not get a vehicle, and there were four others waiting at the office. The driver was kind enough to tell me that he would take me there, but they didn't have any vehicles and didn't expect to get any. I called the second number on my confirmation email again, but it was just a reservation line. All they could do was provide another number to call for customer service. I told them my dilemma and was again put on hold. They confirmed that no cars were or would be. Her only solution was I could rent from someone else and they would reimburse the difference. They would send me an email with how to submit the receipt. There were no other cars available at any other agency. I never received an email. I had to forfeit the cost of the hotel room I had reserved and stay with another person at the conference I was here to attend. I didn't get to keep my plans for Thursday. I have no idea how to get back to the airport or off-site events. Others who were depending on my for rides had the extra expenses or finding alternatives. Overall, the company's lack of honoring my reservation has negatively impacted many people with limited empathy for our predicament.

NEGATIVE STARS! The worst rental experience ever! We rented an SUV that looked old. smelled nasty and most of all was UNSAFE! The front seat passenger seatbelt would not secure against the body. And when we took a look, we saw why! This thing was dangling from the passenger’s side (see photo) so the seatbelt could not tighten as it should. So not only was their SUV smelly, disgusting looking but also DANGEROUS. We were late to our destination and we decided to drive a (non-rental) car that we were lucky to have access to. I would strongly recommend staying far away from this rental place and renting somewhere, anywhere else!

Great customer service all around from the shuttle drivers to the office personnel! I rented through a 3rd party and only complaint was that I was not aware their location for the airport was down the street so I was a bit confused and stressed at first when I could not find them in the airport. I was able to call and they sent a shuttle just wish when I had made the reservation it made it clear you needed to call them. Overall I was happy with our first rental with Ace.

I will never use the company again!! Booked a reservation through hotwire at the Charlotte airport. When I landed I called to have them come get me for my rental. I was told that they didn't have any more cars! That it's first come first serve even though I made a reservation 2 months in advance. They did NOT hold my car for me and left me stranded at the airport!! I do NOT recommend this company and will never use them again!

Rented through Priceline. No clear pick up instructions. Ace not listed on airports shuttle signs . Car literally looked like the lot attendant handed me his personal car keys. Car reeked of smoke. Had cigarette holes in seats. Holes in carpet. Bubbled tint on the back window. One completely bald tire. Plates expired 8 months ago. Folks at the check in counter were nice… but this Nissan Altima was a hot mess.

Had a reservation well in advance with them just to arrive at the airport and they tell us they had no cars. Staff was very and provided no help. Got a cheaper rental and better customer service at the rental car facility on the main airport. Save your time and money and go with another car rental company. If I could give zero stars I would.

The whole experience was amazing and easy and quick, my shuttle drivers where both very helpful and sweet, and the girls at the counter getting me my rental where just as sweet and helpful. Overall great experience car was nice and clean fast and easy check in and check out. Would highly recommend!

My experience with ACE Rent A Car was absolutely amazing. The ladies and gentlemen were so professional and helped us out of a problem tremendously. This is off site from the airport but only 1.5 miles away. Their shuttle driver Hosea was very personable and fun. I highly recommend this place.

This location is off site of the airport however it was inexpensive and high quality! I was so happy with all the people who helped me and the amazing customer service. Almost $100 cheaper than the next least expensive option. 10/10 would recommend. The car was clean and got great gas mileage!

I am Pascal. They were very helpful and patient with me. They answered all my questions and addressed all my concerns. I’m sure their good beginning customer service also added to the chain of good times I had in Charlotte, NC USA.