CALGARY, ALABAMA -- I made a reservation to get the car in Calgary. On my reservation it said that the car pickup place is 2 miles/5 minutes from the Calgary airport. When my husband and I arrived at the airport, we called ACE to know where to find the shuttle and we received the information and were told that in a couple of minutes the driver would be there. After a 28-minutes wait, the shuttle arrived and it took other 25 minutes for us to arrive at the pickup place. The ACE employee took other 40 minutes to complete the reservation in the system.
After almost 2 hours waiting for the company to provide us with the rented car, we received dirty car (on the first look I already found hair and dead insects inside the car). The seats have a terrible aspect as it has several stains. The tank was not full (as the ACE employee reinforced several times that it would be) and, worst of all, the 2 rear tires are no longer safe to be used. The marks show that it has past the replacing moment already.
When we complained about the tires, the person told us that they did not have another car so if we wanted a car that is what they had to offer. I am extremely disappointed with the terrible service and product that I have received. I have rented cars from several companies in many countries and this was by far the worst experience I have ever had.
MADRID -- I rented a car in Madrid, Spain, via the web from the USA. AFTER the fact, I was told that the pickup location was NOT at the airport. It was in a location some 15 minutes by shuttle (which NO ONE knew where to pick it up or how often it came by). Once at the pickup location and after an hour waiting in line, I was told that the actual ACE Rent A Car was not manned and that the rental company in whose line I was standing in was doing them a FAVOR by handling their customers.
After some back and forth, I was told I could NOT rent a car from them (I had ALREADY PAID for a car!!) because I did not have an international driver's license?!? NOWHERE on their documentation or the receipt did it show that having an int'l DL was a requirement! Nonetheless, they would not rent me the car I had already paid for! I then had to go back to the airport and rent a car (w/ no reservation - expensive!) from a REAL car rental company. All in all, chalk it up to experience - "If it sounds too good to be true, IT PROBABLY IS!" DO NOT USE ACE!
JACKSONVILLE, FLORIDA -- I wish 0 stars were an option. Awful. Do NOT rent a car from this outfit. First, I did not get the car I reserved (they told me they didn't even carry that model). When I returned the car, the agent informed me there were several "pits" in the windshield I would have to pay for. Having originally picked up the car in the dark, there was no way that I or the agent could have verified their previous existence or not. What's worse, I had bought insurance coverage from them at $10/day which conveniently (for them) excluded glass and tires.
Additionally, I was charged an airport shuttle fee. I never used their shuttle. There were 7 other additional, miscellaneous fees. I reserved the car on Orbitz at a certain price but by the time this fiasco was over my final price was more than $100 over the Orbitz price. I recommend going with the more reputable agencies (Hertz, Enterprise, Avis, Budget) paying a little more up front but no rip-off surprises later.
JACKSONVILLE, FLORIDA -- We rented a SUV from July 30, 2015-August 3, 2015 in Jacksonville, Florida from ACE CAR RENTAL. When we returned the vehicle, the agent walked around looking for dents - none were found. He then rubbed his index finger across the windshield and said "There's a small scratch and we have to charge $42.00 for it because the windshield has to be replaced." The windshield had a lot of bug juice on it, but a scratch could not be identified.
We spoke to his boss, who stated if there's a scratch on the windshield we have to charge $42.00. They didn't want to acknowledge or hear anything when we pointed to the very present bug juice. They just added $42.00 to the rental bill and took it from the credit card already on file without our consent. They were RUDE, ARROGANT, and HUNGRY for extra dollars.
For years, I've rented several cars from other agencies; and they have NEVER rubbed the windshield with their finger searching for anything. We will NEVER conduct business with this little money hungry place again. IF ANYONE DESIRING TO RENT A CAR FROM THIS ACE CAR RENTAL... PLEASE BE VERY CAREFUL. Make sure any streets you drive in are clean and free of bugs. They might be economical in rental cost, but to me, they'll get more money in other ways.
DENVER, COLORADO -- On Wednesday, 6 Jan 2016, I waited curbside for their Denver shuttle at 7:45 pm, but it did not come. I called 2 times before their 8 pm office closure and no one answered the phone or was there a voicemail to leave a message. I finally reached the manager and he (and his staff) happily left me at the airport without a car. I will never rent from Ace again and I suggest you avoid ACE like the plague.
EVERYWHERE, ARKANSAS -- ACE IS DISCOUNT, DISCOUNT IS ACE. The discount dealers said phone ACE, the booking agency AFTER THEY overcharged me. What a joke. Do not book with either. They are dishonest by using large bold numbers to give you a total but put in small writing below the actual cost (in my case another $47.28). When I phoned ace, they answer as discount car agency. Clearly they have no concern or ethical policy for being upfront with the total cost. I will continue to spread this message on the internet and will be contacting the BBB.
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!!
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!
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.