Ace Car Rentals - Very Bad Service!!!!!
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 (154232km). 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 14h40, 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.