A lot of people, myself included, give Ace Rent-A-Car grief for many reasons....but let me tell you, the ABQ Sunport location provided me with some of the best and polite customer support I've receive at/near an airport in a long time. Long story short, another rental agency (ahem...Thrifty) has some serious dysfunctional issues which ended up in a mile-long line, so I went into panic mode, and Ace was able to offer me a somewhat comparable last-minute rate, politeness, and also a guide for food in the area (made by the manager, no less). When it was said and done, the difference in the bills were only $40 and the process was far less painful. Overall, A+ given the situation and it really brightened what could've been a very rough spot on our vacation! Stellar to the max. read more

Ameena was great fast an friendly great job girl great company torent through great rates great service great and very efficient

Long waiting. High pressure to purchase extra car insurance. High "security " while checking out your car. Employees told us it was because their employees steal cars and drive them to Mexico. read more

They charged me for insurance when I had already paid for insurance with the travel agency and then refused to remove the charge when I questioned my invoice. Beware of this agency. read more

I had a very uncomfortable experience with ACE Car Rental during check-in. The agent was not just upselling--he was borderline aggressive. He repeatedly pushed insurance coverage. I declined, explaining that my credit card provides coverage for damage. He then insisted that it doesn't cover liability. I clarified that I also carry umbrella liability insurance, but he continued pressing and demanded proof. That felt inappropriate--I don't believe I was obligated to provide documentation just to decline optional coverage. Despite that, I eventually gave him the name of my insurer, and he still seemed unsatisfied. Next, he pushed roadside assistance. I told him I have AAA, but he continued questioning whether I'd actually use it in case of a flat tire. At that point, the interaction had gone from sales to outright pressure. What made things worse was that I started losing confidence in the vehicle itself. I noticed paperwork indicating the car had over 52,000 miles, and I was the only customer at the counter while other rental companies nearby had long lines. It raised concerns about why this company wasn't getting business. The car itself turned out to be functional, but clearly not well maintained. Tire pressures were inconsistent across all four tires, there was no windshield washer fluid, and the system indicators suggested both low battery health and low oil level. This wasn't just a hard sell--it felt like bullying. I would not rent from them again. read more

We had made a reservation via Priceline. We tried to change our pickup time online without luck. We were told we had to contact Priceline to change it and Priceline told us to contact Ace. Ace couldn't change it either. So we arrived 4 hours later than expected and were told our car was no longer available. What a sham read more

You get what you pay for or in this case...much worse. This ACE is the epitome of a bad business. Every aspect is a nightmare including the service. Go literally ANYWHERE else! read more

ACE Rent A Car - The worst rental company in the world - Car Rental Near Me - Albuquerque, New Mexico

family rented a car from Ace at the Albuquerque NM airport location and drove it 3.5 hours late at night to our destination! Upon entering the car after the drive, the right front passenger tire was "low", so thinking realistically, this may have been just a low tire from rental time, we had it aired u. Well two days later, it showed to be needing air again, so thinking it not safe to be driving around, especially another 3.5 hours back to Albuquerque, we had it looked at at a tire repair shop. It needed repair! So we called Ace at Albuquerque and were told that this repair was OUR responsibility, which is totally unacceptable knowing full well this tire had a defect unknown to either Ace or us but was obviously an issue upon rental!! So.. before you drive off... WARNING!!.. check the pressure in each tire and "kick" them for assurance! This is totallly NOT good customer service! Who expects a rental car to have immediate tire issues? The rep I spoke with was Sam and his bosses are Don & Jackson. I travel for business AND leisure. I have never had a problem with Ace in the past, but going forward... I HIGHLY RECOMMEND NOT renting from Ace. read more

Be sure to take photos of your gas and mileage when you check the car in. They charged me $170 extra for gas claiming that the tank was only at 1/16th full, when I bought 10 gallons a couple of minutes before turning it in at the gas station on Gibson. Sounds like I'm not the only one with this issue. :( PS: I called the HQ and they forwarded me to the ABQ branch. They apparently do take photos of the mileage/gas, and it showed I had in fact filled it up. They refunded me today after I called again to check on how things were going. Thank you! read more

I was charged an extra $200 without being informed why. when I called, they said it was due to a nail in the tire. how would I even check for something like that? The tire wasn't flat and it's not like we could wait for the. to check since we had a flight to catch. Even still, $200 for a tire nail repair?! I've already left two messages with the regional rental company and have yet to hear back. I would not recommend using this company. read more

The agent wouldn't let me have the car I reserved because my drivers license and credit card weren't an EXACT match (one includes my maiden name as a middle name, the other doesn't. ). He acted like I was trying to pull a scam on him! No apology, just said it was company policy to require an exact match. Happy to take my business elsewhere! read more

I checked in with several other car rentals in Albuquerque before choosing ACE and SO glad I did. They had me at hello - on the phone! As it was an actual human on the phone who picked up any time I called, and not just some automated voicemail that put me on hold! The staff kindly notified me every step of the way of discounts I was eligible for to save costs, making it much more affordable than expected. -- The employees at the airport counter were so personable and friendly as well as the lady who greeted and did the final car inspection upon return. -- I had never been to New Mexico and was nervous about driving but the midsize car I was provided with ran so smoothly and made driving around very enjoyable. It was clean and no residual smell or fume that could trigger allergies. Much, much appreciated. Thank you! read more

I went there to to get a reasonably priced rental car. Used a credit card that covers car rentals. The agent at the desk said that didn't cover everything. He also wanted a declaration of insurance. Is that proof of insurance I carry in my car? What car rental place ever wanted to see car insurance. I dont carry it in my wallet. So, $17per day turn into $47 per day. This is a RIP off though Priceline read more

I feel bad for the workers as there was such a long line and in the beginning only one worker. Then a second worker came out, but even then the line moved slowly. I think it had to do that there was a wait on getting cars available to rent out. Either way I think the company could have foreseen how many people were going to pick up cars and planned better for it. All the other rental booths were slow, but that is bc Ace had the lower prices. Keep in mind when paying less there might be a longer wait to pick up the car. read more

First time using Ace at ABQ was a very good experience. There was nobody in line when we picked up the car, which was clean and perfect for our needs. The counter person was friendly and personable. Great gas mileage on the Nissan too (high 30s.) The only possible issue was that there was no attendant at the kiosk on returning the car, but we took the mileage and key to the counter and were done immediately. Charges were VERY reasonable, maybe half of what the "big guys" usually charge there. We did book through Expedia, and there was absolutely no issue. read more

I was inadvertently charged an extra day at this location due to their error and after multiple phone calls and e-mails assuring me I would get my money back, it is still over a month later and they won't return my money. Dishonest, horrible place. read more

Flew into Albuquerque and met stylish (those nails---mahvelous) and cheery Nate, a great customer service rep, from Ace Rental Cars, at the counter. My rep was fast, thorough, and very friendly who made some great recommendations for my time in Albuquerque and surrounding areas in NM, and off I went in a Mazda CX-5 Touring Edition. Pre-payment of a tank of gas upon return saves time, but as Nate said, make sure your bring it back empty. When I returned my car to check it back in, Amanda was so friendly and helpful...what a very professional and charming person to end my trip with---Loves to you, girl!!! Kudos to the hiring manager at Ace Rental as they picked a very good staff that represented Albuquerque well!! I'll be back for the 5-star customer service! read more

ACE Rent A Car - Mazda CX-5 Touring...great for NM sightseeing! Thx, Ace! - Car Rental Near Me - Albuquerque, New Mexico

The agent, Samuel, was an absolute gem so sweet and considerate especially after getting in late. Gave me a great car they had just gotten in the new Hyundai Hybrid Tuscon. Great customer service and great quality car = WinWin read more

ACE Rent A Car - Hyundai Tucson Hybrid SUV - Car Rental Near Me - Albuquerque, New Mexico

I want to start off by saying I'd give 0 stars if possible, and I should have taken into account their 2 star rating when I got my rental from them, but I have used Ace Rent A Car in the past and didn't have any issues. After all of the paperwork was done and I finally got to my rental I realized the key needed to be inserted into the ignition to start the car. Well, like most newer cars the key slides into the side of the fob and you click a little button to release it... my key was jammed. I spent 15 minutes trying to pry the key out with my nails, which I finally did, only to find the cause of the problem. The key was broken at the base and someone had super glued it back on! I know, I should have asked for a different car, but I was on a time crunch and there was a long line and the people at the desk moved at a snails pace, so, I shrugged it off and started on my trip. When I started driving a notification popped up on the dash saying maintenance was due, I kept going assuming it was possibly an oil change that hadn't been cleared. Then I got to a freeway on ramp, slowed down naturally and felt the car shake, but I didn't know if it was the car or road, so on I went! Well, during my 6 hour drive I realized every time I braked, the car shook violently. I called customer service, who got in touch with the manager Don. After explaining to Don what was going on, he proceeded to blame the car driving like this because of me and how I WAS DRIVING THE CAR. It didn't matter to Don that there were 53,000 miles on the car already, it was my trip that had warped the brakes or rotors and so the ONLY option for me was to take it in to the mechanics shop (on my family vacation) and get it checked out, oh and may I add that he also said I may be the one having to pay for the services if he felt it was my fault :) great customer service Don, thank you. Sure enough the mechanic said the brake pads were pretty worn and the rotors were CRYSTALLIZED! I'm not a mechanic, but that doesn't sound good. Luckily, I only had to waste 6 hours at the mechanics shop on my family trip When I returned the car, Don felt my time, safety, and possibly life was worth a $90 refund, again, this customer service is unbelievable. I ended up getting a little more back, which Don wasn't to keen on, but it still wasn't even half the cost of my rental. All in all it was the worst rental experience I've come across and I will be "that customer" when it comes to my car rentals for now on. read more

ACE Rent A Car - Car Rental Near Me - Albuquerque, New Mexico

Never heard of this company and now I know why. When we first arrived off the airport shuttle there were three agents at the counter and zero customers. We made eye contact and they watched us approach. Not ONE of them opened their mouths to say hello or ask if they could help us. I did a hand motion sweeping across the three as if to ask "which of you are available to help us?". Finally the lady in the middle stood up and said hello. Because I've done this a million times, I immediately handed over my driver's license and credit card. We'd reserved a full size car months ago. She starts looking for the reservation and then says something along the lines of "So it's just the two of you and minimal luggage, right?" I respond "Well I wouldn't say MINIMAL luggage; We have 4 suitcases and a few bags." She nods and tells us all they have is a Honda Civic. A Honda Civic is a compact car. She says they have a Nissan Altima or a BRAND NEW (emphasis hers) 2022 Ford Bronco. We decide on the Bronco. She asks if there will be any additional drivers. I ask how much the charge is for that and she says it's $12.99 per day but no charge for spouses. She gets my order processed then slides a paper across the counter with dollar amounts and asks if I have any questions. The paper shows that I'd reserved at a rate of $208 and my new total is something like $659. Mind you, throughout this entire exchange she never mentioned that I would be charged differently for either the Altima or the Bronco. Pointing at the paper I said "Wait, this was my original cost and THIS is the new cost?" She said "Yes, look here where I discounted the price." I said no. She quickly said "Well I can also give you the employee discount and that'll take off $40." She tells us that when we return the car "just park in the lot and leave the keys on the dash". She assures us that we "don't have to check in with anyone or anything". Once we get to our hotel I open up the electronic receipt and I see that we have indeed been charged $64.95 for the additional driver, which is my spouse and we were told there was no charge for that. However, being as crafty as she was, the lady placed this charge on the line item for Upgrade and not on the line item for Additional Driver. I guess I wasn't supposed to notice that the "upgrade" amount was exactly $12.99 per day; same as the additional driver fee. Funny how that worked out. Our total was $369 (plus $300 hold) when we'd arrived expecting to pay $208. So we only chose this place for the cheaper rate and didn't even get the rate. To top it all off the BRAND NEW Ford Bronco is ugly af, had a couple dings in the windshield, stains on the ceiling (how?) and has limited optional features (no button on the trunk in the year 2022???). I would never have chosen this vehicle if I'd seen it first. THEN on the day we returned the vehicle, we did so hours before it was due back. We had a flight to catch. We parked it in the lot, took a couple photos of the gas guage showing a full tank, the time on the car's clock, and the car parked among other vehicles in the lot. It still didn't feel right to just leave the keys on the dash...so we didn't. We decided we'd take them to the rental counter. However as we're removing our luggage from the trunk, a guy wearing an Ace hat and Ace jacket approaches us with a bag of vehicle keys asking for the keys. We hand them over feeling better about not leaving them on the dash. It's 10:10am. (I have a photo to reflect the time.) Fast forward. We're in the airport waiting to board our flight. It's 12:33pm and I get a text message from Ace. It's a friendly reminder that the vehicle was due back at noon. I politely respond that the vehicle was returned at 10:10am (almost 2 hours ago). They text me back asking where did I park and where are the keys. I explain where I parked, send a photo showing the time and proximity to other vehicles, and explain that a man (presumably an employee) asked for the keys. They text back saying they'll "look into it". I ask them to please let me know when there's an update. I don't hear back via text. Hours later I receive the closeout receipt via email. The receipt shows that the vehicle was returned at 1:09pm. It was not. I'd already sent them the photo showing it was returned at 10:10am. Why they couldn't find a car in their own lot for three whole hours is beyond me but it also indicates maybe don't tell people to just park and leave the keys on the dash if you're going to be looking for a car that's already there because you don't have proper procedures to check it back in to your inventory. This was completely stress inducing for no reason at all. I will never use this company again and I will caution everyone I know against using it as well. read more

ACE Rent A Car - Vehicle returned at 10:10am. Parked among other vehicles in the Ace lot. - Car Rental Near Me - Albuquerque, New Mexico

I booked an economy car at $40.00 per day for 3-days. Upon arrival, Sylvia (lovely lady!) was quick to let me know they had none of that particular model, but she had a Bronco for 58.00 p/d. I asked for other options. She then lowered the price to $50.00 p/d and I agreed. I then was offered to have them fill the tank upon return at the lower $3.38per gallon rate. I agreed. I now am calculating in my head the total bill will be around $200.00 with taxes/fees. Upon returning the vehicle 3 days later, I was told they would email me a receipt. I literally had no paperwork (GET PAPERWORK from them!) I'm home for 3-days and no email. I have other emails from Ace Rent A Car, but no receipt! I check my credit card to find a bill for $305.99! I call to learn the rate I actually paid per day was $43.19 (not $40.) +$18. p/d Upgrade. The Pre-Paid Fuel charge is for a FULL TANK not a "fill up" at $54.38 They also have 2 questionable fees they never mentioned: Customer Facility ($6.75) and Concession Recovery ($25.90). I'm flabbergasted by the Bate & Switch tactics this company is blatantly practicing! read more

ACE Rent A Car - Deceived to upgrade at a discounted price "verbally" but charged FULL Price on my credit card - Car Rental Near Me - Albuquerque, New Mexico

Terrible slow customer service at ABQ airport!! I will not use them again. They need more help read more

I wouldn't recommend this place to any traveler coming to New Mexico trying to rent a car for the first time Xavier tried to tell us they had no car when we booked a reservation a month in advanced and then took long on the process getting the car on purpose when he saw we were tired from traveling read more

It's good as far as a rental car company can be. I had no problems. Was super easy to get a car and they had really nice cars. I even was put in a Honda with 100 miles on it. The people that work there all seem nice. I didn't feel like I was being hard sold on all the BS up sells that car rental places try and sell you on. I rented from them 3 times in a row as I kept flying into ABQ for business. If I go back to ABQ I'll be renting from them again. Unless they raise there prices. If they do I'll be looking elsewhere. read more

Great rental company.... I think it is new to ABQ...clean car great check in. Not 100% sure about the option to prepay gas? On the fence about the price, but it was worth exploring! read more

I reserved a mid size SUV rental at Albuquerque airport for 10:30 am pickup. I ended up getting to the rental car location at 11:25 am and in line by 11:30 am. I get to the counter (2 people were at the counter when I arrived). The woman proceeded to tell me that they just gave my rental away to the man in front of me for being an hour late. The ACE website advised a hold of 4 hours so I didn't worry to contact them about my slight delay. I was told that they had no suvs so all I could take is a car. They gave me an old Toyota Corolla which didn't have working navigation app in the car. They charged me the same rate as the suv. I contacted their customer service line which said the location manager would call me but nobody has contacted me still after 4 days. It's been very disappointing since I was worried about being stuck in Santa Fe snow storm without 4 wheel drive. read more

Went to Ace rent a car with two car rentals reserved. Don took care of us really fast and no problem. He even we t out of his way to see if we just wanted one vehicle to save money but we were fine with the two. He did a great job going over the insurance and fuel. He even told us details on how to turn in the vehicle early in the morning (5am) and recommended us on what to do in ABQ. If you rent a car, go to ACE they have nice clean car's and in great condition. Ask for Don he will take care of you! read more

AWFUL. Left a google review, customer service followed up stating I brought the vehicle less than 1/2 full tank of gas when the vehicle was on FULL 10 minutes before dropping off at airport. WORST CAR RENTAL EVER. Will never recommend to this so called company. Save your money and go elsewhere. read more

If it was possible to enter zero stars to write this review I would. A week ago 11/10/22 at appx 8pm, arrived at the airport rental location that we'd booked our car through Priceline. 2 female employees were there with no other customers, I stepped up to the younger of the 2 and said "I have a reservation", she looked sideways at the older employee as if intimidated (?) and said " she will have to help you". When I moved to her and said Ihad a reservation, she didn't even look up. I looked back at my sister like, am I crazy? While we stood there for 10 minutes ,this employee played with car keys in a drawer . she finally looked at me briefly and said she needed I.D. and a credit card. I asked why the card because the car was paid for, she said because she was placing a $300 hold on it for incidentals. My sister commented that this didn't make sense. "Sylvia" looked at my I.D. and my sister and said, "I am only speaking to the person with the reservation so please shut your mouth so I can say what I need to say"! we kept calm but were stunned with her rudeness. when I declined their insurance she told me my insurance wouldn't work in New Mexico. I have travelled for work extensively over the past 20 yrs, this was by far the worse experience I've ever encountered. I had to ask the attendant I returned the car to her name because she never signed my contract. I'm pleading, DON'T USE ACE CAR RENTALS!!! @robertsorenson @acecarrentalscustomerservice read more

I just has the best experience with your agent Israel. Efficient and friendly - he gave me just what I needed. I am THANKFUL!

Mona was amazing in Albuquerque. She checked us in and we were in and out in 10 min!! She was amazing!!!

This company is a scam! Beware and stay away! I had a medical emergency in AZ - my husband called them and asked if I could drop off the car in Flagstaff or Phoenix, AZ. They said no but also said they could send someone to pick it up from Flagstaff for $1,000. My husband never authorized them to do so, they NEVER called me (the client) for authorization. I was in the ER from 8:30am to 2pm and never received any calls from anyone from ACE, nor did my husband. My husband jumped on a plane from DC to Phoenix, I drove to Phoenix and at 7:35pm I got a call from ACE asking where I was (and the car) and that they sent 2 employees to Flagstaff to pick up the car. I said we didn't authorize them to do so, she said she didn't care and we'd have to pay $1,000. I picked up my husband in Phoenix and he drove us to Albuquerque where we dropped off the car an hour before it was due and according to the agreement I signed with ACE. My husband spent $1,000 for the plane tickets and they charged us $1,000 extra for the service they were not authorized to do and didn't provide. I am not even sure they sent someone at all because they only called me when they could clearly see I was no longer in Flagstaff but in Phoenix (they have gps trackers in every car and Amanda from ACE admitted she could see that I was already in Phoenix....). Receipt is attached!!! read more

ACE Rent A Car - Car Rental Near Me - Albuquerque, New Mexico

Absolutely HORRIBLE. We waited in line for over an hour and a half to try to get our car picked up. We tried to get our reservation cancelled because we were going to miss our meeting at this rate. I'm out $100 and a rental car because of these clowns. DO NOT RENT FROM THIS COMPANY! Pay more to go somewhere else! It's worth it! read more

Every single other car rental spot is completely empty but ACE has over an hour long line with one employee moving slower than molasses. DO NOT RENT HERE. Just pay $25 more for any other rental place. Wish we could have cancelled in line but they will charge you when you get here and realize you're going to wait for two hours. read more

Absolutely terrible. Rented a car online (midsize SUV) and when I went to pick it up, the person at the front desk told me they didn't have any midsize SUVs. They offered a small car at the same price as what I had booked or I could pay an extra $20/day to upgrade to the next class up. I had to upgrade because of amount of luggage and was given keys to a car that turned out to be a midsize SUV (even according to the car manufacturer's website). I used this rental car service thinking I would get a good deal especially since I had a reservation set and yet I ended up paying more than all other rental car providers at the ABQ airport. read more

RIp off. Almost impossible to talk with a ABQ manager. We got billed twice....Weird and hard to believe.... still trying to get this resolved. First car had mechanical problems. I had to drive back to the airport to exchange it for another car. Not transparent... I highly recommend you avoid ACE. read more

I was charged twice for the same single rental, at Albuquerque Sunport location. I rented an ACE car through Priceline and was charged for the rental by Priceline. I went back to ACE Renta Car to add an additional driver, and was charged for the driver. I asked about the amounts shown to ensure I was only charged for adding a new driver and was assured I was. My credit card billing statement showed the full amount for the rental was charged again at the time I added the additional driver. This was in May and there's been no response to multiple attempts to resolve the situation. Because I actually rented a car, the credit card company denied the dispute. I paid for the same three-day rental twice. TWICE. If you rent from ACE, you may save money. Or, you may pay twice. read more

I got the suv Honda CR-V started it and the low tire pressure warning was on. I went back to the desk and told the guy. He then down graded me to a Kia Sportage. My husband and I are crammed in like sardines. I went back and told him the seat didn't work could not get them to sit up straight and I want a Honda CR-V. He ignored that. He had the guy in the lot show us how to adjust seats. So much for a comfortable vacation in a compact car. When I signed up for a suv read more

When we got there (11:30 am) they said they gave the car to somebody else and made us wait 4 hours for a new one (2:50pm we got a car) As talked about we were supposed to pay $350 for the car for a week's worth of rent for an SUV and instead they wanted to give us a Sedan and charge us almost $800. Went back to our hotel and changed our minds so we called customer service and they said no problem we can return it with no charges. We went back to them at 4:30 and we talked to the front desk wherein they said they will still have to charge us $107 for a full day. We called on Sunday to file a case they said they will send us an email of the confirmation and will get back to use in 3 business days. It's been 5 business days and still got nothing. The service is so bad, would give 0 stars if I can. read more

made a big mistake renting here. if you fill the gas tank, and the person that checks your vehicle in and states that the tank is full, they will still charge you. you also need to show actual proof of insurance, like your declaration page prior to rental here. sure they may have the cheapest rentals but they will steal from you. read more