Reviewer Photos & Videos
Terrible shuttle service
Waited 40 minutes for the shuttle that still didn’t show up to take us back to the airport. Ended up having to catch a cab to arrive to the airport on time.
Nothing wrong with the car or pickup , apart from it not being at the airport.
Man behind the service counter was rude upon drop off and not helpful at all. Will never use this service again.
Beware - they'll leave you stranded if 15 min late
Our flight was slightly late, called them 5.40pm to get the shuttle. They refused, saying and left us stranded saying they close at 6pm. Attitude was "sorry not my problem". They claimed they tried to call me however I had no missed calls and no voicemails and no texts. The worst customer service.
Local people lovely but Woeful Service from start to finish -Lost booking, incorrect car and overcharged
They lost our booking TWICE. 5 Emails to get confirmation resent as the online system failed to send it.
I confirmed the car day before and STILL car was not there when we arrived so we were given a minivan in poor condition. Terrible driving and hard to park. THEN charged an extra 6 days as someone forgot to book the vehicle back in. Proof has now been sent three times showing our return flights out of Cairns as per our booking and been ignored totally on the over charge.
Not only a ‘budget’ car rental company, but lazy and horrible service too.
We booked this car hire through autoeurope.com. On their website nowhere does it state that the depo isn’t located at the airport. We called them when we got to Brisbane airport to find out where the desk was and they said it was there with all the other desks. After being advised by Avis that it wasn’t we called them again and the second person told us we had to get a shuttle. We went to the area where the shuttle but came and waited. After 15 minutes we called autoeurope . They said they would try and connect us through to ace but they couldn...’t get through . This happened 3 times in the span for 50 minutes - all whilst we were waiting outside in the humidity. We ended up having to wait at Brisbane airport for 50 minutes. When the shuttle bus driver pulled up he didn’t once help us with any of our bags. We then got to the depot and were ignored for about 5 minutes and then served by a lady (I have passed on her name to ace but won’t mention it in this review). I was baffled by her lack of customer service , so much so that I ended up walking outside leaving my partner to deal with her. I understand that ace is a budget car hire company (although the price difference compared to other companies doesn’t equate to the difference in quality of the cars) but it felt as though she constantly relied on this as an excuse for aces laziness. An example was majority of car hire companies in Gold Coast/ Queensland automatically have toll tags in the car , so when you go through a toll you just get charged the amount at the end, not ace. They wanted to charge a $13 fee hire per day (to have the ability to use tolls), pay a one off $38.50 admin fee for them to set up and account or for us to do it ourselves. When my partner asked what year the car was , Her response was does it matter ? It also baffles me that despite filling up within a certain distance to the airport we need to keep a receipt or else we could be charged , the response for this was because the needle on the fuel gauge doesn’t move within a certain distance travelled (how do we know that that wasn’t the case prior to us). There was no bays to find the car my partner had to go searching . Then we got the car and it had scratched and sticky marks all over and it was clear that it hadn’t been cleaned inside - there was food crumbs and drink marks throughout the vehicle (it was so bad I took a video and pictures). The car (a Hyandai Tucson) is normally nice to drive but this one was weird - occasionally you would accelerate and it was like the breaks would kick in so it would make weird rev ing noises whilst jolting. The only positive experience about this was the bus driver from the depo near the Gold Coast to the airport. It was absolutely pouring rain and he reversed the van up as close as possible , helped with the baggage and also even asked us if the temperature was ok in the van.
Getting a one star because I can't give them none.
I booked and paid for my rental some time in advance. Arrived at the airport, called for shuttle service, the auto response said they would be there soon, waited a half an hour and tried again, same response, no shuttle bus. Rang again for same response, finally 50 minutes later a bus arrived, the driver was rude and obnoxious and abusive to several passengers on the bus.
When we got to the reception, there was a huge queue, and it took more than 30 minutes just to get to the desk. When we finished paper work, I was told we had a 30 minute ...
Horrible Horrible experience in Melbourne
Horrible experience!! Worst car rental company ever! STAY AWAY!!! Booked with them for 5 days (270$). Paid in advance in October. Arrived at the airport, call for shuttle service, automated machine said they would come 'shortly'. Wait 20 min, nobody arrives. Call again, wait, then take uber to Melbourne. Call in the morning, the Melbourne office refuses to accept the call and the customer service says my reservation is marked as no show and my car has been given away. Money is so far LOST as they refuse to respond to my messages. Total SCAM! ST...AY away and book with better rentals. I went to see them on the last day of my vacation and location manager said refund was on their way. I now got an email saying I did not show up and my money is gone. I travel a lot and this is the WORST experience ever for car rentals.
Horrible experience! Avoid
We were excessively overcharged. They rejected Ins we got thru internet car company. Because we had previously pd for rental car were unable to back out. AVOID Ace in SJO CR area or you will be sorry.
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.
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
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.
Smooth rental expirience
The car I booked a Toyota Corrolla or similar was actually a Yaris when I collected it which made for a tight fit with our luggage & a baby with car seat. I think it's a big stretch between these two and I ought to have been a bit more forceful & demanded what had I paid for. The staff were very friendly & efficient and this calmed the situation greatly, I don't like conflict but there's a lesson there for me. The car was small but otherwise did the trips we had planned for the 10 days & once we had off loaded the luggage was fine.
Worst car I have ever driven, seat has sunk causing back and neck pain
This car has caused me great back pain and headaches this week - it was rented as an 'emergency' and i will not rent from Ace Adelaide again. Have rented 2 previous cars from Adelaide and Brisbane, both much better than this, Base of seat and back of seat (Toyota Corolla) have 'sunk' causing posture to be way out of alignment.
Sorry Ace - last time.
Ace rentals are my preferred supplier.
I suspected my vehicle was driven away by previous customer by mistake
Service was very friendly
Payments were accurate and good value for money
Personal holiday and car was economical and suitable for the role
Fantastic little car. Got us from A to B very economic. The lady who served us deserves customer of the year. She was outstanding in the way she dealt with any answers we questioned. Took the car from Wellington right up to Cape Reinga. My 60th was a blast. Thank you!
A budget service with budget results. Time lost and inconsistent information, lack of CARE
I booked through rentalcars.com who they advertise through. The pickup information was wrong. When I eventually found the pickup point the mini bus was full (maximum capacity 10) and I was told it would be another 20 minutes.
The driver said don't complain to ace complain to rentalcars.com. But they promote through rental cars come and accept the booking through rentalcars.com?
The insurance was also sold through rentalcars.com. I was told if there was damage they would bill me then I would have to submit to the other insurance company as I d...
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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