Reviewer Photos & Videos
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.
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.
Worse car rental in Australia - don’t waste your time
Spent 5 hours trying to cancel my car rental booking. Bouncing from one office to another. All we wanted to do was to cancel our rental due to Covid in Qld. Right now we cannot cancel our car rental at all because they don’t know how to give our refund back. I don’t know how a company like this do not have a process for cancellation? There is no email address to complaint and there is no management for us to speak to either. What painful process. Please don’t ever book with them!
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.
Rude shuttle driver
We booked a car for a day with these guys and the issues started right from when we tried contacting them after we landed - no one would answer the phone they provided in the booking summary. When the shuttle bus finally arrived, we got confronted by a rude, disgruntled driver for not "registering". There were no instructions in the booking about registering at the shuttle bus and it was our first time using this service so we didn't know. We walked out of the bus and told the driver to cancel our reservation to which the driver responded "you can do what you want". Appalling behavior!
We walked straight to Thrifty, was welcomed with a lovely smile and got a new clean car to use for the day!
No Redbook Inspection for Uber...Rubbish
This company are on the Uber Marketplace and do not supply a Redbook Inspection for the Uber drivers, they don't tell you that on their website and they don't tell you that until after you have signed with them. I spoke to Uber and they told me that it is a requirement for them to do the inspection for all drivers if they are on the Uber Marketplace.
Wasted 3 days with no pay because of this but they couldn't give a damn. It took them 8 weeks to repay me $60 for the inspection... never dealt with a company as bad as this before!!!
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.
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
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.
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
Other Car Rental Services
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.