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First and last time
I have never used Ace before, but this is definitely the last time. My experience is the same as the other reviews. Overcharging, non existent shuttle service, upsells because the car I booked wasn't available and customer service non-existent and very very rude and dismissive. They couldn't care less. They've overcharged by $465 and I may as well write it off. From what I've figured, they're a hertz spin-off. Going by the reviews, the time and anguish I'm going to exert to get the refund isn't worth it. You're better off paying a little more a...nd going with another company directly. Never again. I rated the value for money low since in the end you pay more anyway and transparency low because they only make you aware AFTER they have your money. If I didn't take what they were offering me, I was looking at the prospect booking with another rental and getting my money back god knows when, if at all. I got a better vehicle, but that was only because they didn't have the one I booked AND I had to pay for the privilege of the better vehicle. The other option was to get a lesser vehicle and go through some third party called to request a refund.
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.
Great customer service
fantastic customer service from ace rentals Sydney Airport. With great information about tolls to finding me at the airport when they discovered I had left my phone behind when returning the car. Will use again.
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.
I have used Ace Car Rental Sydney a couple of times The first time I got caught with the extortionate toll overcharging. Because I had forgotten to take my ETag I was charged $75.41 for $33.55 worth of tolls so my next trip I took my own personal Etag but a month later I received an invoice via email stating I had toll charges for the period of hire but attached was the previous invoice for $75.41 checked my credit card and sure enough, there was a new charge of $54.20, so now I have a statement from my RMS E-Toll account for that trip and Ace ...have also charged me for the same trip. Because the cost of renting from Ace was so much cheaper than its competitors I overlooked the shabby service and bad condition of the vehicles (you get what you pay for ) but in the long run I think it will be less expensive for me to use another car rental company
Best experience of renting a car so far
I usually go with other providers, but I gave this one a go although it doesn't have a depot at the airport. I love it! The pick up and drop off is quite efficient (they just do it on demand, so basically you don't need to worry about timing- except that you need to be there during their office hours). The car is great and the price is awesome, as a comparison, I got the same car model with another rental company for nearly 3 times the price!! I didn't get extra charges, I will definitely deal with them again next time.
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.
Great car rentals
Great company, great experience. Will be sure to rent from them next time Im on holidays in Brisbane. Car was booked and paid for in advance making the pick up process nice and quick. Had no problems when returning the car making my rental hassle free. Thank you Ace
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.
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
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
Get an answer from our members and Ace Rental Cars representatives
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