Ace Rental Car in Orlando was...well, it was an experience. The car ran fine, but it wasn't clean at all. There was vomit between the back seat and the door—totally gross! Plus, it smelled awful. My stepdad was the renter, and the pickup process was a bit slow. Also, the location was hard to find when we needed to drop off the car, but they did have a shuttle to take us to the airport. I guess a lot of people use them because they're cheap, but...yeah, the car was pretty gross.

I rented a car from ACE for the week of April 13, 2025 through April 20, 2025. The entire experience was extremely frustrating and disruptive. The reservation was placed through Priceline. When I placed the reservation, I was told that my total cost at pick up would be $363.27, however ACE charged me $467.44, not including the $500 deposit, that was not disclosed to me until I was there to pick up the car. And the actual hold/charge to my account was $1025.27. My family and I arrived at the ACE Orlando location, and we were originally placed in a Dodge Durango after completing the paperwork. I was told that this was the last vehicle in my reservation category. Once our belongings were loaded in the vehicle, it was discovered that the air conditioning in the SUV did not work. I returned to the rental counter, and the clerk was viewing the inventory to see if another large vehicle was available. The clerk saw that another Dodge Durango was parked on the lot and transferred us to that vehicle, changing the paperwork to the vehicle. On Monday, April 14th we drove the vehicle to an event about 40 minutes away in Kissimmee, on the ride there a COCKROACH flew out and landed on my passenger. We assumed that it was picked up while outside. Following our event, when we returned to the vehicle, we found another ROACH in the back seat. This caused us to open all the doors and inspect the car. We found the entire vehicle to be teeming with ROACHES. They were all throughout the car. The car had not been cleaned prior to us receiving it, there were wrappers and food under the seats and in the door handles and trunk. However, these ROACHES were in all stages...full grown, eggs, babies and flying around. My family could not get back in the car. I called the ACE Orlando location and the corporate number, and I was unable to get anyone on the phone to assist me. After about an hour of video documenting the ROACHES and trying to get assistance, my family and I had to take an Uber back to our hotel, because we were in a remote location where the businesses were all closed. Tuesday, I was finally able to get someone on the phone at the ACE Orlando location and explain what had occurred and that the vehicle was uninhabitable. I spoke to George/Jorge. He was mainly concerned about retrieving the car. I waited at my hotel for a member of his team to come get the keys. I was told that Juan would be at my location to get the key by 9:30, as I explained I had somewhere to be. I waited until after 10:30 and no one showed up. Juan, the driver called me after 11 and we made arrangements to meet at my new location. I then spent more than an hour trying to connect with him at the new location, which was made more difficult given his limited English. When we finally connected, he was only there to retrieve the keys to the other vehicle. Leaving me still without a rental, that I was still paying for. Once Juan and another man retrieved the ROACH infested car, they returned to my location to drop off the vehicle they had originally arrived in, and I spent another hour trying to communicate my location and where he was parked. When he gave me the new paperwork, and keys to the third Durango the vehicle only had 3/4 of a tank of gas. I eventually received an email telling me that the Orlando management had waived the $35 prepaid fuel charge "for my inconvenience" of them renting a ROACH INFESTED car! That is entirely unacceptable. I was charged an entire day for a vehicle that I did not have access to, in addition to having to pay for transportation to where I needed to go. My family had to spend the evening washing our clothing and making sure our belongings did not have roaches in them. My vacation was thoroughly interrupted by having to make arrangements and stop my plans to connect with the ACE driver to return the keys and retrieve the new vehicle. So, to be told, after the car had been returned, they were waiving the $35 fuel charge for a vehicle that wasn't full when I received it, is extremely insulting.