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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!!!
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.
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.
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.
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.
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 ...
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.
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.
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.
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.
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.
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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