AUCKLAND, NEW ZEALAND -- We arrived at Auckland airport and there wasn't an ACE car rental kiosk in sight of the other car rental kiosks. We were informed by another car rental company to go to the information desk where we were handed an envelope with a car key and a parking ticket to exit the airport premises. We were vaguely indicated to the location of the car and only after a lengthy search in the rain did we locate the car.
On sight of the car we were disappointed at the condition and the high mileage of the car (154232 km). As it was already very late at night, we decided to proceed to the exit and find our accommodation for the night. Once we reached the exit, we had to pay $36. We were not informed about this charge and had to turn around to find the pay station to make the payment. In all the time that we have rented cars, we have never encountered something like this.
As we were driving, we realized that the car was not in a good condition for driving at all. It was raining and for one thing, the windscreen wipers were not in a good working condition and the shock absorbers were in a poor condition. We have to do some extensive driving on our trip and felt unsafe driving with this car. We decided not to continue the use of this car and the next day we contacted several car rental agents and found a more suitable vehicle at a higher cost, as there were very limited vehicles available.
We returned the vehicle to the Auckland city branch at 14h 40, 20/04/13 with 154272 km (only drove to hotel and your office) I mailed them and requested a full refund for the rental period and the parking cost, but to date I have not received any response or credit. Please also note that I requested on booking to return the vehicle to Wellington Airport, but noticed only on collection that we must return it to your Wellington offices far away from the airport, and this would've created a great inconvenience and additional cost for transport to the airport.
BRISBANE -- My wife booked a rental car from Ace Rentals in Brisbane. What an appalling experience. To begin, before we left, we decided to confirm details, only then to be told that we were not insured and had to collect the car away from the airport. We were to land after hours. This was not included in the opening spiel when the car was booked. The phone operator was defensive and argumentative and on two or three occasions had to be talked down before I could continue the conversation. When we arrived at Brisbane, we followed the instructions to find the pickup, but the people on the phone were reluctant/incapable of providing clear instructions or directions of where to go.
They were arrogant and unhelpful. Eventually we got to the pickup point and found the minibus that was to take us to Nudgee Road, where the car was. When we got there the car was a grotty little Getz that smelled and had numerous damages. The staff at the after hours office also wondered where the toll card/flasher was (us: "the what?"). Turns out there was no arrangement in the hireage for paying of tolls. Great. Later, I called the hire company to ask what arrangements were made for paying tolls because on the contract there were numerous penalties listed for infringements. One was a $30 penalty for every toll that was not covered.
We had not been told about the toll system in Brisbane. In answer to the question: what was arranged, "No worries, you just register it". "uh, what?" Then a long game of twenty questions ensued, where I had to ask the right questions to elicit information from the supremely unhelpful girl on the phone. Half an hour later, I worked out what needed to be done for the tolls. About the car? Tired, dirty, smelly, and a dodgy engine management system that would cut out. Do not use Ace Rentals if your holidaying pleasure is reliant upon it. The staff at Ace Rentals in Brisbane clearly do not like foreigners (people who are not from Brisbane) or they cannot be bothered with them.
SAN FRANCISCO, CALIFORNIA -- It has been 14 days and we have not been refunded a deposit on our debit card. Their customer service skills are poor. The 1800-622-9090 number can give "no" help, they always refer me to a 714-855-2555 number. I am waiting for them to contact me about my money. So, please don't make the same mistake. There is NO Customer focus!
SAN JOSE 0000 CRI -- I just went to Costa Rica for my honeymoon, and everything was exceptional except for this ridiculous scam called Ace Car Rental!! First off, I used carrentals.com to find this company, which proved to be the cheapest available and seemed too good to be true... it was! The total for the rental came to $155, and I printed the entire packet from the internet and brought it with me. I knew I was in trouble when I arrived at the airport and no one knew who ACE was, and someone told me the address was a 20-minute taxi ride. The "shuttle" they were supposed to provide was not present, so we spent $27 for a taxi to find the location.
Come to find out, it is a tiny office hidden inside a larger building called Hola Car Rental - not a good sign. When we presented our documents, they told us we would be required to purchase mandatory insurance for an additional $75 which only covered the other driver, but because of the type of traffic, we better opt for the other additional coverage of $96. But even then, that didn't cover us because we were required to give them an additional $1000 "to hold"... but what does that cover if we have full coverage? To make things worse, it all had to be on the same credit card, which is difficult when you are not expecting it.
One man said all the information should be in the documents from the website, but I handed it to him to find, and of course it did not exist. They have no concept of Customer Service, as I told them I wanted to speak with the supervisor to discuss, and even though I could see him 20 feet away in a corner office, he refused to address me! The car was junk and barely got us through the mountains and dirt roads of Costa Rica, and we could not even return it a day early. We tried to speak with someone a day early, and were told we would get a phone call returned to our hotel in ten minutes, but never did.
When our hotel manager called them back to check on it, the woman cussed him out and told him someone would call him as she said... still nothing! This company is a total scam and should be avoided at ALL costs... go with a major brand car rental in Costa Rica!! The only bad part of our entire honeymoon!!
Rented a car through carrentals.com for use in the Republic of Panama and purchase the insurance policy recommended. When I arrived at PTY airport ACE office, after two hours of waiting I was handed with a dirty and inferior car than requested; also they did not accept my car insurance policy that I had previously purchased and then I had to pay for a more expensive insurance that they sold me. During my visit I got into a car accident where the car that hit me took completed responsibility (his insurance) for all charges regarding to the accident.
I have to completely stop my trip in order to make all calls and fill out papers due to the incompetency of the insurance company of the car rental. I have to go to the main office and talked with the operation manager ** who promised everything will be taken care and apologize and recognize the bad service (BTW ACE RENTAL is the same as FOX RENTAL).
To my surprise at the end of the trip I got hit, upon return of the car, with all kind of charges for "my share" of the accident and I was told that even though the other party was responsible and was willing to pay, “I” would have to go and fight that with the insurance company if I wanted to be reimburse. This agency undertakes the good name of ACE Company. This is the first occasion that I rent a car with this company and according to the experiences I see I will not use this company in the future.
TAMPA, FLORIDA -- I rented a car for one day, I had to wait 45 minutes for the shuttle. Ok the car I got was not the one I booked. The guy was rude and that was ok, I am ok with that kind of people that does not like Indian people. I called because I was running late to drop back the car. I called and he said it was ok, I have until 5 to drop it off. I had to go to Payless to get another car for 7 days. I got back to the lot and of course I can't drive two cars and they would not take us to the other place. My husband drove the car from Payless to the lot, he told me I was being charge 100.00 because he drove the car.
I explain what happen. He was so rude, he said I was lying. I was never so ashamed and he even charge us for the hr. My husband was loud but he was also. I will never ever rent from ace again. He told us to get out of his building. You have very people working for you. You teach them well so a $22.00 car cost me $151.00. How else will ace make back their money. Thank you so very much, hope ace all the best and remember there is a God.
FT. LAUDERDALE, FLORIDA -- This past week I made reservations for a car at Ft. Lauderdale; my flight was delayed due to mechanical issues and I was not able to pick up the car at the scheduled time. After arriving at ACE, I was informed my reservations were canceled after two hours, and there was not another car available at the previous agreed price. I had to upgrade to a more expensive car that I did not need or want. The attendant acted as if he was bothered by having to get off his butt to wait on me. Very unfriendly, arrogant, and his use of English was terrible. I had to constantly have him repeat what he was saying because I could not understand what he was saying.
Instead of having the car brought to me, he just pointed it out and handed me the key. After locating the car I could not open it; the shuttle bus driver saw I was having problems and he assisted me by activating the panic button to find the actual car. Customer Service at this location is the worst I have ever encountered. The facility was dirty and in a horrible location. I can assure you, I would have to be extremely disparate to use this company ever again.
DALLAS/COSTA RICA, TEXAS -- Set up a normal rental in Central America, they faxed me a confirm of price which I took with me. Arrived to out sourced rental car company Hola Car rental, they attempted to increase the price by $100 totally disregarding the confirmed price I had from ACE, leaving me stranded in remote area off site late in day. Forcing me to return to airport in attempt to find another rent car company in foreign country at night. Not a good thing but I will not be extorted for money. Called the company upon return to US they had little comment, not even a "Sorry" this happened. They are a Scam in my book.
This sort of thing happens frequently in Latin America, Gringos are stranded, don't speak Spanish, scared and thus will pay the increase. I did not, I have been here before. Leaving tourists stranded in remote area at nite is BAD Business, this is a SCAM,. Beware!
LOS ANGELES, DISTRICT OF COLUMBIA -- On March 16 they took out 3 transactions on my bank account of about 900 dollars. When I called it took 6 hours to speak with someone. They said they have no record of the transaction. I called my bank. They are investigating. What the did was gave me the deposits back a month ago after I rented the cars then they fraudulently used my bank numbers again to retrieve the money back. I am now going through litigation.
Do not ever rent a care from ACE. They will rib you. We rent a car from ACE and couldn't double check any damage/scratches in the car as we were in a hurry. During drop off, they told there is a small scratch under the car, which we cannot see. (This is just a minute dot scratch). A week after received a claim stating for $500/- to pay back. When called the Claim service, they said your credit card has rental car protection plan which will cover the amount. We were surprised to know from ACE service that we have that in our credit card.
They forced us to claim our credit card and get the money to pay them. That was such a cheating from ACE that they find all the information from the credit information we give and put a blame on customers that we scratched the car. PLEASE DON'T EVER GET RENTAL CAR FROM ACE.