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.
phone calls not answered had to wait for shuttle weren’t offered toll cover to many hidden charges Triple quoted price
Customer service was ok after initial wait to be picked
Wasn’t told about other payments
Not the same as I booked or was expecting
Used for Leisure, yes met our needs
Rubbish service, hidden costs and takes a lot of extra time and stress
I picked up car when pouring rain and was told my car was last bay on fence, got there and it wasn’t, walked another 200m along fence, drenched, no car. She came to tell me she had sent me to wrong place. We set up an account to pay road tolls direct to RTA like last time, but was told we couldn’t do it anymore and instead had to pay a HUGE admin fee directly to Ace - they had just changed their rules but it is not on their literature. They have set a trap that gives no option but to be ripped off and only do tolls through them with outrageous ...admin fee. On return of car I passed the shuttle van just leaving and was lied to when I was told it had left a while ago and wouldn’t be long. I waited 30mins despite their being a driver sitting doing nothing in another shuttle van. After a lot of requesting, when another group came he took us. The cars may be cheap but it costs you in unreasonable hidden costs, extra time, stress, and new shoes if raining! (We had a similar long wait for curtesy van in January, despite not being busy, having staff clowning around with nothing to do, empty shuttle vans, we still had to wait for 45 mins each time!)
Extremely poor customer service
Very negative customer service experience at Brisbane Ace car rentals. The car was great. . But the trouble we had will ensure i will never use them again. Car had flat battery in keys which they refused to change but expected me to take to get new batteries to their other location in coolongatta. They NEVER answer ph nor reply to email. Impossible to communicate with them. Poor opening hours doesn’t allow fir after hour return of vehicle.
Beware of Credit Card Requirement
Booked a car in New Zealand. On arrival advised they could only take payment of the bond with a credit card, no option of using debit card. Requested that we purchase higher level of insurance at $20/day with no bond.
After much discussion they revealed there was the option of a "bond buyout" at $5/day.
Customer service at the point of rental was very good.
However, to receive an insurance claim for two problems with the car which were nothing to do with me certainly soured the experience. Never again.
Not Happy !
Customer service was friendly and quick. The elderly chap was very friendly and helped us with our lugguage.
Was asked if we wanted "city link", said "no" as we had transfered our Queensland one to the rental car. Then saw on my credit card statement that $52.35 was taken off on 20/12/18. Not happy !!!
Yes, the vehicle we received was what we were expecting.
Weren't happy with the state of the back seat as it was covered with red soil. Had to go to K-Mart and buy a large beach towel in order to sit on the seat.
Ace Car Rental, not so Ace Pickup
We chose Ace Car Rental based on both rate and some feedback research and found the booking web site easy to use, however throughout this process we didn’t quite realise that the pickup wasn’t actually at the Airport (Cairns) but involved a shuttle bus into town.
All seamed good until we actually arrived. After calling both numbers provided with no answer several times we were getting quite worried, luckily though there was another couple and a family waiting at the pickup spot in the same predicament and one had eventually managed to get an ...
Not so good
It is some time since I used Ace. I always had difficulty getting the discount offered for always using Ace so on my last effort I rang them up at Coolangatta (or thereabouts) thinking I would do my booking over the phone. I got rebuffed by the girl answering who insisted I use the internet and then ring her to amend the booking to get my 10% discount (and this in spite of having used them for years with all my details on their computer). I have subsequently used Enterprise who will do a booking over the phone and have enjoyed good cars and service. I have just booked with enterprise again for a booking of 1 month beginning in July. Poor service I do not stand for!, after all I am the one paying.
I booked our car through an agency and the price was great. Pick up wasn't too long however the time taken to fill out paperwork was soooo slow. Only 2 staff and perhaps 6 or 7 groups waiting - It took at least 15 - 20 mins to process each car. We paid an extra day for an extra 4 hours - we understood but when we wanted to extend a few hours it was no go, the contract said 4.30pm and that was that. We arrived at 4.25pm to be told - sorry the last shuttle has left. I was so angry as we were told that if we arrived by 4.30 we would get the shuttl...e. The female staff person just said sorry there is nothing she could do, she just didn't care. We had to get a taxi - cost $25.00 as so far from airport. I have to say that the car was really good, but never again. I will pay more for a better service next time!!
Bad experience with Ace
We rented a car through Ace at Melbourne airport. Upon arrival we rang and rang the company to advise we needed picking up, no answer despite endless calls. We then decided to wait at the pick up place described on website hoping they would be picking up or dropping off someone else and we could also get a lift. After about a 45 minute wait with our 4 kids we finally got picked up. The minibus driver was unbeleivably rude. He told me off for taking too long to load our bags into the van because he was in a hurry. The reason it was taking ...a while was that i was holding onto my newborn daughter so only had one hand free. No offer to help with the bags or hold my baby to make it quicker. What was i supposed to do? Put my baby on the pavement while i loaded the bags? We then finally got to their off site depot and waited in a queue for AGES. I am talking at least an hour. With a newborn baby and 3 other kids this was not what we were hoping for. We drove out of there in our car at 1.45pm after we had landed at Melbourne airport at 10.30am. If you wanna spend over 3 hours waiting around just to get your car then feel free to rent with this company but i will be going elsewhere.
Staff lovely - but business is run poorly
The staff are lovely and accommodating but I waited 50mins to drop off the car and couldn’t get a shuttle to the airport. 10 people (3 different groups) almost missed their flights - we got in 5 mins before check in closed. The cars a bit dodgy - the rear view mirror would just drop off and I’d have to slide it back on.
ALWAYS get a receipt
Used Ace Rent a Car in Hawaii - 3 times. Great friendly service. We got a parking ticket. Notified ACE when we returned the car. Laughed about it, got shown the other "tickets" they had collected that weekend. Paid the manager cash. DIDN'T get a receipt. Got busy returning vehicle and forgot. Get home to an extra charge US$35 for the fine and US$25 for not reporting it. Apparently the manager is the one investigating it. Shame because we had no complaints about the cars we hired or the service we received. Still waiting 4 months later for the customer care team to reply within the 24 hours they say they will.
Too many surprises after you have booked
This was not a good experience - car was fine fine but the picking up and drop off arrangements are not up front and not suitable for early and late flights also the bind required even though you have paid insurance is locked in and not immediately returned.
Be aware of closure times
Buyer beware. If your flight is delayed and you arrive after the Ace office closes (6 pm in Perth), you will not be able to collect your car until the next day - and then you will have to go to their office which in Perth is miles out of town near the airport.
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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