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Bad experience in Gold Coast
My family had a very bad experience with this company in Gold Coast. Upon arrival in the airport I found out that they do not have an office inside the airport and they will take you by a free shuttle to their depot to collect the car (that is why they are cheaper). Up to here it seems not too bad but be careful since their office is closing before 4pm and then there is no one there to pick you up and nobody answers the phone.
If you want to start a good holiday do not use their service.
At the end after 1 hour waiting for their shuttle, we had to take an Uber and pay an extra $70 to get to the hotel. After more than one month still I have not received any proper reply and no refund!!!
Charged $55 to my card a month later with zero explanation
I have had a terrible experience with this company. Firstly the lady who initially served my girlfriend and I had a seriously poor attitude about her but it's not something I was originally prepared to review on.
What has got me really fired up is that they are actively storing my credit card details over a month after the rental has passed and they decide to charge me $55 with zero explanation. No email, no phone call, nothing.
I find this extremely unprofessional and it accurately reflects the stance of the business in the attitude of the woman we first spoke with. They don't care about their customers.
I’d give them zero if I could
Two experiences with Ace - both terrible. 1st time rented Gold Coast and drove up to Brisbane and passed through a toll (one way only). Called Linkt and asked to buy a day pass and provided licence plate etc. and they charged my card a preauthorisation fee. I didn’t check back as assumed everything was okay and card was charged. A month later we get a bill from Ace for $45 (Including $35 admin fee). I got onto customer service who said if we can show proof of day pass being issued they would refund admin fee. Problem is Linkt didn’t have a reco...rd of day pass issued only the preauthorisation $1 taken. I let it go as Ace’s response was that sometimes Linkt fails to capture a trip at the time and is only billed later. I had no way of knowing this is purposeful and not a coincidence. In December we rented for a 2 week period in Melbourne. We added our rental car to my mother’s Linkt account for the duration and went on Citylink about 10 times. A month later - bill from Ace. I go back to check - car reg is on my mother’s statement but no charges. She called Linkt and was told that Ace cars have etags and they always gets billed to Ace and that can’t be overridden by purchasing a day pass or adding to existing Linkt account. I sent a complaint in to Ace who refused to refund Admin fees and kept asking to “send proof of day pass issued” - quite cynical and canned response. How can I send proof of something that wasn’t issued to me despite repeated attempts to purchase a day pass or add to existing account (I sent them proof of those). Their system seems to be set up to rip off customers - they never warn you when you go to pick up the car that you will be slapped with toll charges + $35 admin fee no matter what you do to avoid it. We told the person at the desk both times that we would arrange our own toll account/day pass and they didn’t say anything. The final response to my complaint to them was “we will not be issuing a refund of admin fee” no apology or explanation was ever offered or given. Lesson learned - will never rent from them again. Stay well away from these cowboys. They may be cheap but they will find some other way to take your money after the fact.
Credit card Fraud by Ace car rentals
Please be very careful before you give cards to car flexi. They will take money without your permission.
The auckland airport branch managers [name removed] and [name removed] are horrible people to deal with . They never return calls and someone should teach them the basics of customer service.
We had booked a car with Ace Rentals through carflexi.com. The carflexi booking id is CF7F8A19 and Ace rental confirmation number is 9R35K2. The car rental was from 12 Dec 2019 from Auckland airport to 28 Dec 2019 at Christchurch airport. I would like ...to bring your attention to two billing related concerns. 1. The rental agreement we had with carflexi was for the amount of 911.75 NZD. However_ on 12 Dec when we collected the car_ we were charged a total of 933 NZD in 3 different transactions. (582+338+13). The lady at the counter agreed that she had made a mistake_ and said she will get it corrected; however this has not been done. No credit charges or location charges were mentioned in our agreement_ so we are not sure why we were charged an additional amount of 22 NZD. The entire payment was done using a travel debit card (with less foreign exchange fees). For a guarantee we had given another credit card and 750 NZD was blocked on this credit card. On 16 Dec_ an amount of 595 NZD was taken from the travel debit card for no reason without my permission . We called up Ace Rentals multiple times_ but they had no reason for why the transaction was made_ and only said that [name removed] from the head office had made the payment_ and refunded it as well. On 24 Dec we got a refund of 571.85 NZD. Obviously we are missing an amount of 23.15 NZD. Given this we have been overcharged with an amount of 45.15 NZD. I would like this to be refunded this amount asap I have tried called Ace rentals but they seem to be totally clueless. Their head office seems to be closed till 6 Dec and if i call the airport they say they cant do anything. I also have to add that this has really spoiled my vacation as the money was taken from a card which I had only kept for my travel expenses; in addition the customer service was terrible as they had no idea on what could be done to solve the situation. I never got to speak to [name removed] she never returned our calls; and when I spoke to [name removed] who is the supervisor at the Auckland airport office she was rude and totally unsympathetic to the situation (Which was completely their fault). Please provide feedback to the company as required.
Fraudulent toll charges
Rented a car from them, covered it under LinkT. After car was returned, a charge of $38 admin fees was charged on a 70cents toll charge. We obtained a letter from LinkT and LinkT confirmed that we should not be charged, as LinkT covered the car for the date and Eastlink. Upon providing the evidence, Ace rental made a false claim that LinkT doesn't cover Eastlink. This is definitely a false statement, and they refused to make any refund. This is licensed robbery.
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.
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.
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.
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.
The whole experience was excellent service.
The shuttle bus was almost immediate, both ways. The guys at the counter were approachable and happy to help out with doing the car assessment. Car issued was also perfect for us. But most of it was very affordable. Will always book with them.
ACE! Lives up to it's name
As a frequent user, this time was no exception - excellent customer service all round. Prompt pick-up from Christchurch airport; great little car. Brilliant value for money. My goto car hire company.
Great to deal with
Hired car from Auckland Airport. We were picked up by shuttle bus promptly. Had a 15 minute wait for the car at the office.
The car ran perfectly for 5 days of rental.
Delivered car to Auckland CBD 30 minutes late. No problem at all. We were even given a lift to our hotel post rental.
An all round great experience with this company.
Good experience - very nice people to deal with-
I have rented from Ace several times and each experience has been good. The staff are very pleasant and helpful, the cars are fine and the prices reasonable. Since a bad experience dealing with another international car rental company (beginning with 'E') I have only used Ace when in New Zealand and will continue to do so.
Questions & Answers
Where do you pick the car at Perth airport
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?
I'm a customer not an ACE CAR rep. You would be better asking ACE in Cairns. I hope you find your answer :-)
Do they offer loyalty programs?
If they offered disloyalty programs they would be swamped
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