Never again - will avoid all affiliates
I withheld from leaving a bad review and the situation has only worsened. I contacted Ace Rentals in June regarding their overcharge and issuing the wrong contract. Now in October, having corresponded with three different, slow or non-replying representatives who don't review the attached information I send, I've been quantitatively told to contact someone else. I was overcharged by $106, had additional hassles of toll charges because of the wrong contract and have been the only one persistent in resurrecting the case.
I don't know the company prior to booking but it seems fraudulent and the terrible customer service only makes me more firmly believe that their actions are purposeful.
cheap Price, good customer service
I found ace with reasonable price, and good customer support. The shuttle from airport to ace office was quick and very often. The only issue, they did not provide the car that I requested. I requested a economy car such as Yaris, but they gave me a Camry :)
worst car rental experience ever
Instructions were to call for a shuttle once landed, they never answer. Tried for over 1 hour and missed an important celebration that I was in Sydney for. In the end it took 2 hrs to get a shuttle and car. There was 2 guys on customer service doing their best but hidden costs and poor communication makes this a terrible business
WHAT A SCAM AND RIP OFF THIS MOB IS
Apart from my MasterCard being charged more than I was quoted, they were unable to supply the car I specifically requested, I need a small car due to no on street parking and a tiny car space in my daughters building. The man at Mascot was so condescending and rude to my daughter she called me in tears, they offered first a Camry which was way too large, then a dirty inside and out and scuffed up around the bumpers and rims Corolla. I advised that I would like to cancel only to be told there is a $75 cancellation fee!! I had booked and paid no...t even an hour prior AND to add insult to injury they cannot do a refund, I now must APPLY through their customer service to get MY money back and have been advised it could take up to 4 weeks, I'm on a limited income and pretty well won't be eating this fortnight. If you want sub standard customer service who are happy to take your money but give you no information, rude, condescending counter staff then go here, otherwise, run a mile and go with a more reputable and established business, this mob is owned by Hertz, so probably a good idea to give them a wide berth as well
Went very smooth
At ace car rentals the staff are friendly it was cheap to hire the car all transaction went smooth it's a $250 bond payment which they put a hold on your account so make sure the bond money is there.
There is also a shuttle bus service that pick you up from the airport and take you back.
Overall everything went smooth will definitely be hiring my next car from ace car rentals.
no problems all easy
easy to find near city and airport , no long wait very helpful at desks and gave directions and also a few tips .about the areas you are driving into which is extremely helpful . car was fine no problems with it at all .
The reviewer stated that an incentive was offered for this review
- Verified customer
Scammed in Sydney
Bad customer service and bogus credit card charges after car return
I booked a car, to be picked up at Sydney Airport, on Ace Car Rental website. After I had collected my luggage I phoned the number that was provided in the booking confirmation email to request a free shuttle transfer to the company's office. A recorded greeting requested to leave a message. I started explaining that I had just arrived but the recording stopped after just a few seconds with no time for me to state my name or booking details. I walked to the shuttle bus parkin...g area that was mentioned in the email hoping that perhaps there might be the bus waiting there. There was none but in about 10 min the bus arrived. I asked the driver if he came because of my message but he did not know and said that the office just contacted him and asked to drive to the airport a short while ago. The bus then drove to another terminal, picked up more customers, and only then proceeded to the company office. The car allocated to me was not the model I requested and had a long crack across the windscreen. The contract though mentioned a pre-existing "significant" damage to the windscreen and I was assured by the company employee that I did not need to add any further description. It was late at night, I was tired and did not insist on changing the car. During the hire period the car it did not give me any trouble, but problems started when I returned the car to the office. It was day time and the office was staffed with men of Indian appearance. They talked between themselves in their own language in the presence of customers and that looked weird. One of the guys inspected my car and then pointed to the windscreen crack and asked me what happened. I explained to him that the car had it when I picked it up and pointed to the description in the contract. He then told me that the company did not rent out cars with such serious damage and that I must've did something with the car that had increased the size of the crack and I would have to pay for extra damage. On that I replied that I would dispute any such claim. He said that he was going to report this to the manager. That was the end of the conversation. I then boarded the company's shuttle bus to the airport in a very sour mood fearing extra charges from the company in the near future to my credit card. There was nothing for a week but then charges indeed started coming through. However, in total they were much smaller than what I would expect for a windscreen damage. I immediately lodged a credit card transaction dispute with my bank and also contacted the Ace Car Rental by email asking to explain the charges. A few days passed and I got a reply from the company's head office in New Zealand explaining that the charges were for 1 week of additional hire. This was a shocker. I paid for the booked period in full when I picked up the car and I did not extend my booking period. And so I wrote a long message to the company denying renting the car for an extra week and asking to investigate what looked like a scam coming from their Sydney office. In a few days I got a call from my bank and was told that the charges would be reversed as the company could not prove that extra hire period. All in all my experience with Ace Car Rental was rather nightmarish and I would not recommend to anyone to do business with them.
We hired a car from Ace Car Rentals in Cairns. The staff there were incredibly friendly and helpful. Ours was a "mystery" car which turned out to be a late model Hyundai i30 and it was fabulous. Would definitely rent from Ace again and thanks to the staff at Cairns for their professionalism.
Suited our needs perfectly
The vehicle was perfect for our needs, sightseeing Adelaide and the surrounding winery regions and other attractions. Great service, friendly staff and most importantly, no waiting. We would highly recommend Ace Rental Cars.
- Verified customer
Even though not located at the airport, the pickup service was quick and pain free, check in was also quick and friendly. Overall, good value for money.
Car was in good condition, with more extras than we were expecting.
Good Service - Provided with an upgrade
They were a bit under the pump but responded politely and quickly to each customer
Payments made when booking vehicle
Vehicle was different to the one ordered - supplied an upgraded vehicle
Travel to see family. Vehicle exceeded my needs but I really liked the upgrade
Did an online hire. Customer service was good on arrival at Dunedin airport. Directed to the hire car in carpark but would have appreciated representative to accompany me to the car as it was dark and not easy to find among many other cars.
Very satisfied with the car - altho' older model it was well maintained and it suited my needs.
I find ACE good in all respects except the ease of telephone communicating with the office upon arrival at an airport. Inevitably your Voice Mail Box is FULL and no more calls may be accepted or there is no pick up.
All good thanks. would use again.
Car was fine and economical.
Appreciate the insurance cover.
Cheers. Appreciate the vehcile hire and hope this is the last survey I will have to endure as im pretty sure i jave been asked to complete a few now, for Ace.
From the get go the whole experience was great, the minute we walked into the office we were greeted with a pleasant welcome. All the time we told of our options and how we could benefit from them. The car itself was a little bit dated and I did struggle a little to get comfortable behind the wheel but managed. We toured the North Island east coast as this was the only section of New Zealand that we hadn't toured. I have NO problems with our choice of vehicle, would hire again.The only fault we had was the door remote control failed.
Customer service was great, very polite, there were three customers and two staff, but I was acknowledged and told "won't be long" whilst the previous customer was being dealt with. Great little car, served my needs, as booked.
As per usual an excellent service.
This is our fourth hire with Ace and everything was as we anticipated. We also were given an upgrade , the vehicle was clean and well maintained.All staff were very helpful and prompt with any queries.
I used Ace rentals to drive from Queenstown to Christchurch. The car was very efficient and the service was great. Pickup and return was easy, the drive was very smooth.
Couldn’t fault the service from pickup at airport to Ace depot to collect car. Car suited us 4 sisters perfectly for our 1 week getaway to the Mornington Peninsula- good fuel economy.
Drop off was just as good & no delay being shuttled back to Melb airport.
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Questions & Answers
I have a quote on one of your cars in Cairns. I noticed a credit card fee of $165 that may apply on my car pickup. My booking number is 346989067. Is that correct and or does that apply to me?
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