Kazem
JFK-153970
JFK-153970 I recently rented a vehicle through an online broker, which promoted ACE Rent a Car and offered what was advertised as "full protection insurance." I selected that option and paid in full ahead of time. However, when I arrived to pick up the vehicle, I was informed at the counter that the so-called “full protection” only covered wheels and certain parts—not collision coverage. I was then told I would need to pay an additional $30 per day for proper insurance coverage. The staff member at the counter was dismissive and made it clear that this was my problem—not theirs or the broker’s. I tried to explain the situation and asked for help, but I was met with attitude and zero flexibility. Since the broker had already charged my credit card and I couldn’t cancel or get a refund on the spot, I had no choice but to accept the additional $300 charge for my 10-day rental. As someone who rents cars regularly when visiting family across the country, I’ve never encountered this kind of poor customer service or misleading insurance policies. This experience was incredibly frustrating, and it has left a lasting negative impression. I will not be renting from Drivo, ACE—or any affiliated service—again. The staff member at the counter was dismissive and made it clear that this was my problem—not theirs or the broker’s. I tried to explain the situation and asked for help, but I was met with attitude and zero flexibility. Since the broker had already charged my credit card and I couldn’t cancel or get a refund on the spot, I had no choice but to accept the additional $300 charge for my 10-day rental. As someone who rents cars regularly when visiting family across the country, I’ve never encountered this kind of poor customer service or misleading insurance policies. This experience was incredibly frustrating, and it has left a lasting negative impression. I will not be renting from Drivo, ACE—or any affiliated service—again.