Do not use this company
Absolutely disappointed. The car had several mechanical issues. The brakes were shattering and not working properly. I cleaned the car before returning as was dusty when got it. And now they are saying they found stuff in car and one of seat covers was broken. They have kept our deposit for no reason. When we rang to enquire why they told us they would return deposit then back flip and refuse to return deposit. They advised they took photos of alleged damage but can not provide us with these photos. Extremely disgusted with customer service and handling from start to finish. If deposit is not returned we will be going to consumer affairs and ombudsman.
Review by Olowodaran5 days ago
Fantastic Company. Car was awesome, service great and price unbelievable value. An 8 seater for 11 days under $600!
Review by Claren5 days ago
First time using your services and i am hugely disappointed in your Wellington Reps services!! On arrival i attempted to contact Wltgn twice to organise my shuttle pick up, and on both times after waiting on the line for abit to be connected, I get hung up on both occasions😡 I had to call back and try Auckland branch to organise my shuttle.
I eventually get to your office, and I did not have a C/card or debit card as security... again instead of trying to assist me, being in your town for the 1st time, your rep left me frustrated & lost. My wife had to contact the Auckland office yet again to find another way around!!
I highly do not recommend anyone to use your services @your Wellington until your Reps have had proper training in Customer Services.
Review by Hershe1 week ago
friendly fast hassle free service. Reliable clean vehicle.
Review by Jephraim Hershko4 weeks ago
I am incredibly disappointed in the service I received from Ace. They don't even deserve 1 star
To correct the errors they made to our booking they tried to upgrade us to keep us happy.
Then on returning the vehicle I was dealt in an extremely disgusting manner. Trying to understand the person was difficult as they could not speak English properly then when he started getting annoyed with me, I was hung up on and every time trying to get back through I was cut off instantly.
This is disgusting service and I will never use this service again.
Review by Kegwar1 month ago
Avoid this company at all cost especially. Prompted them via email for an hour late return, the response from their customer support is okay for an hour late return but had never mentioned in email there will be a charge for the late return. And I was charged for one full day rental fare for that one hour late return fee!! Their Queenstown branch is not even closed for business when I returned the car.
Their email customer support response is also poor. Not admitting mistake and blamed everything to customer. Firstly said the extra charge was not for late return fee. It is for an 'Ace Plus Package' purchase and I booked through third party website so there is an extra fee, secondly blamed I did not look at the contract properly before signing. Only after I showed their customer support I booked the car on their official website with full payment made and had never agreed on buying any Ace Plus Package, then the customer support said it was a full extra day fare because the car was returned an hour late.
Upon my return of the car to their Queenstown branch, there is no one mentioned to me my credit card will be charged for that late return. Only when I arrived at Airport, my credit card was charged (unauthorised) and an invoice was sent to my inbox.
Poor communication & management after all.
Review by Cworkman1 month ago
Ordered up the Mystery car, older model but adequate for our needs. Check in and checkout were excellent, girls were friendly and efficient.
Review by Morvant1 month ago
Great Service, few issues with the car due to ignorance of car cleaner but apart from that it was all good. Good value for money
Review by Anhony2 months ago
We rent a car for 8 days. We had 2 flat tires during our holidays with 2 babies on board! It's the first time in my entire life that it happened 2 flat tire within the same week. It made me question the state of the vehicule that they gave us.
Furthermore, they haven't told us that the extra wire was quite unusual to find and the car didn't have the instruction manual on board, so we had to call for assistance... Total assistance + 1st tire 238NZD.
Two days later we had another flat tire on one of the front wheel. We manage to put the extra tire by ourselves this time but BAD SURPRISE the extra wheel wouldn't work on the front wheel, it rub on the brakes. So we had to take the tire down again and walk with the flat tire to the nearest shop, and came back walking again. It cost us another 140NZD and another half day of our holidays.
After explaining every thing to Ace customer service and ask for a commercial gesture on those matters, they refused it.
Review by Kraig Famularo2 months ago
Ace Rentals/HERTZ AUSTRALIA PTY L MELBOURNE AU have been charging my credit card without providing any receipts for Statutory Declarations, processing and administration fee even 34 days after handing over the car in absolutely perfect condition with overflowing fuel tank. Once AUD 55.00 on 02/07/19 and now AUD 68.38 on 01/08/19.
After using the car for the opted rental period between 08/05/19 to 29/05/19, I gave it back to ACE people at their Sydney Airport car parking with a full fuel tank, no new scratches and a much cleaner than what was handed over to me in the beginning.
The only arrears that were left to be deducted from the blocked credit card were AUD 36.30, toll & parking fines if any, as told by the staff personal Mr. Imranullah in the next 15 days.
I wrote to 1. rentalcars, got a reply from explaining very conveniently about the penalties without providing any receipts, 2.then I wrote to [email protected] regarding the issue and I got a reply from Mary Joy of Ace Rental Cars that I should check with auinfringements at hertz for the same but I never got an acknowledgement, leave alone receipt or any reasons for the charges. If Ace Rental has charged me rightly, then they should be courteous enough to show me the genuine bills.
Review by Daphcali2 months ago
Always helpful always a pleasure, looking forward to next time, cars clean, ready on time and team all very friendly
Review by Jeanniel Mhapadi2 months ago
Value for money and friendly staff. Only issue was that I had to drop the car off very early and I walked back to the terminal on the dark. No lights were working on the road but I guess that's a Council problem. I was very happy with Ace
Review by TheVeganCousin Zieran2 months ago
best value & service for money, in addition to the most convenient location to collect & return the car
Review by Homewatch2 months ago
Friendly and helpful customer service, good location, quick to check out and in. Car reliable and in good order internally, a few scratches and dents on outside (not caused by me!). Particular model we had - a Rav 4- was quite juicy re petrol. Would definitely recommend company - overall very good value
Review by Chrissyandsophia3 months ago
I had an excellent experience with Ace Car Rentals in Adelaide. I rang them direct because I wanted to rent a car from their city depot rather than the airport. I spoke to a lovely person at their call center in NZ and explained that I was interested in the ‘mystery car’ offer that was on another website and that I wanted to pick it up at the Adelaide city depot rather than the airport. It was all arranged with only a small 10% deposit and I picked up a spotless late model KIA two days later! I was very happy with everything- the budget price, the car, the prompt & efficient customer service. I will certainly use Ace again if I need to rent a car.
Review by SzP Mechoud3 months ago
What a horrible experience! When I booked a car online I thought I was picking up at Brisbane Airport only to find out I had to catch a shuttle 10 mins away. Pick up process at the Ace desk was rushed and details were verysketchy regarding Insurance and road Tolls. I was handed the car key - a key so worn the push buttons were worn out and there was no tag on the key telling me which car I was to take - I was just told the car is along the fence (as were 20 other cars!). I was provided with a very poor substitute for what I ordered. It was smelly, old and a real let down. It had not been checked properly because I had a flat tyre by the time I reached my destination. There was no Roadside Service number provided so I ended up changing the tyre myself. On returning the car I left plenty of time. When I got there, there was a huge line up of people that was very slow to move. The staff were unfriendly, and unhelpful and slugged me another $80 for the tyre repair! Fuming I then caught the 'courtesy' bus to the airport - the whole process of returning the car and driving to the airport so slow I missed my flight! Overall, this was a really horrible experience from start to finish. My advice is don't ever hire from these guys.
Review by Glamourna3 months ago
Fantastic service by Ace rentals
they kindly collected me from Christchurch airport and drove me to there base.
The staff welcomed me nicely and made the experience simple.
I was very happy with the $25 insurance cover and free tank of fuel.
Would definitely use Ace rentals again on my next transfer.
Review by RMSoto3 months ago
Helpful, thoughtful and professional. Outstanding customer service. Thank you. Using you again and again.
Review by Naaa3 months ago
Excellent and professional service. Easy and straight forward. Great value for money.
Review by Tantra4 months ago
Ace is consistently fast, easy, cost effective and honest to deal with. The staff in Auckland are cheerful. After hours service is smooth.
Review by Kouro Irvincustomer4 months ago
My renting a car from this Hertz subsidiary in March 2019 ended in a disastrous experience.The car and the desk staff of the Sydney Apt station were ok I had the bad luck of a low speed touch with another car's trailer damaging my car's left headlight and front bumper. The other party did not raise a claim. To cover the repair costs ACE charged a bond to my creditcard that turned out to exceed the actual total costs by 1700 $. Of this surplus they reimbursed 600 $ voluntarily and almost immediately. For the balance of 1100 $ they had me struggle and beg for months until I eventually threatened to sue them. Thereupon they asked for copies of my cc statements proving what they had charged. Finally, almost 5 months after my rental term,they reimbursed the 1100 $, thus terminating this boring business relation. The worst, however, was still to happen. One day after said last reimbursement they helped themselves to my cc for an amount of 3200 $ without any reason and justification whatsoever. It took me another month with having to present my cc statement proving this charge and Master Card's assistence to get this booking charged back. Surprisingly they did not treat this incident as an error but tried to defend it, f.i. attempting to withhold the sum just reimbursed as partial refund, in other words a refund that had taken place before the charge !! At last, 6 months after my rental term, I could definitely close this file. I must mention that the Customer Service tried to be helpful throughout his process but were obviously like me made a fool of by their in-company partners. Temporarily within this process I could not help the feeling of having fallen into criminal hands. The lesson I take from this : never again Hertz and her subidiaries.
Review by Saltagic Schaeperkoetter4 months ago
car was great, and price, was good value for money
Review by SCristall Gaudon4 months ago
Excellent to deal with
Review by Xapyk4 months ago
Awesome company, awesome people that we can always trust. I’m booking my other rental right now for this Friday !
Review by FeelFreeDesign4 months ago
The car was a complete downgrade compared to what we were told we would be receiving, our car wouldn’t have passed a proper road worthy and it was extremely stressful and dangerous to drive. The experience we had with ace car rentals completely ruined our road trip. I wouldn’t recommend to go here.