Car category I booked was not even available at the location. Told by counter staff go and complain to ACE. Given a completely unsatisfactory vehicle instead.
“NEVER BOOK WITH ACE, the correct one is GreenMotion.”
About ACE:4.0/10
The ACE is not the real agency, but Green Motion, this resulted in an internal problem that made me wait more than 3 hours to get the car. I would never again choose this agency because of this, which should even be said before booking.
The plus point was that the car we'd opted for wasn't available so we got a bigger one. Thankfully I know how to drive an Automatic (I'd booked a manual).
The list of minus points is, alas, much longer. The phone number on our Rental Confirmation was for a company called Green Motion (which wasn't a name I'd seen on the booking platform or on any of our documentation). The lift from the airport to the office was very prompt and the driver was pleasant but the office is in the back of a Motel/Hostel. I felt very uncomfortable back there. Then the insurance options were presented and the huge deposit required in order to forego the insurance cost. There was no option but to take the high daily insurance cost. The £50 deposit is still sitting as "pending" on my credit card despite being told that it'd be refunded on 9th June (i.e. when I handed back the car). The whole experience has made me feel swindled.
1.Staff was rude.(Person at desk who's name is Ame,was very rude).
2.Each and Every staff person at desk are trying to force the customers to buy full protection insurance from ACE/GREENMOTION.
3.If the customers have bought the full protection insurance from other website at the time of booking online,they are asking us to call back and cancel that insurance and then buy with them at the desk. If you are not willing to,they would scare you with big numbers,big deposits etc.
4.Only if you buy full protection with them,and they suddenly act to be very kind and be polite to you.
5.Paid shuttle bus should be free as almost all of the rental cars at the airport is free of charge.
6.I had to wait almost for 3 hours to reach the front desk because of long queues and no one even cared if we are ok.
7.It would not take that long, only for the fact that each customer had to go through the same process of staff trying to up-sell their insurance and cancel the already booked insurance.staff are happy even if the customers are waiting outside for hours as long as the person at desk buys the insurance with them etc.
They didn’t appear to have our booking, the lady on the desk was very unhelpful, made it a complicated process & tried to give us a smaller car. Very pushy and condescending,
About QEEQ:8.0/10
Booking was easy but then ACE didn’t appear to have our booking
Waited ages to pick up car. Wouldn't accept my credit card for the deposit, but would accept it to pay the 0 excess charges as a result. Car was good though.
Friendly staff operating the shuttle from the airport, at the desk and at drop off. Whole process of pick up and drop off very easy. The staff at the pick up desk did try and fairly 'hard sell' of their local insurance products and made a few misleading statements about the full coverage insurance products I had paid when making the booking with Easyrentcars.com. This made us feel a little uneasy when leaving the pick up point that may not be adequately covered. once we arrived at our destination though, we double checked the insurance documents we had previously been sent and we reassured that we were adequately covered. That being said, we will certainly use both Easyrentcars and ACE again in the future.
“Greenmotion run services for ACE London Heathrow branch, the shuttle bus is not included”
About ACE:8.0/10
ACE London Heathrow branch is actually Greenmotion company which I believe they are partner and Greenmotion run service for the ACE. Therefore the service is similar to Greenmotion.
One thing incorrect is I did have to pay for shuttle bus fee, which did not correspond to the voucher mentioned shuttle bus paid.
I have rented cars online many times. Your site was not clear about CDW and I was required to pay for collision insurance that was not neccessary.
The car described was a 4 door Fiesta or similar. The car available was a 2 door Fiat 500 - similar in that it had 4 wheels.
Attempts to call Ace from pick up location (Green Motion at Gatwick) failed.
A very disappointing experience and one that will not be repeated.
The efforts to upsell type of car were annoying clumsy.
Like: The Customer Service Advisor Danielle provided excellent service and was very friendly. I would definitely recommend Ace Rent Cars/Green Motion because of her. thank you very much Danielle. Dislike: Long waiting time to pick up but mainly because customers did not find out about company's policy before collecting car.
“Made to wait nearly three hours in the cold to pick up the car. Simply awful.”
About ACE:7.7/10
Being made to wait so long to pick up the car detracted from any positives like the car being brand new. Not a fan of mileage caps on rental cars so will think twice before using again. Pick up location is not at Heathrow airport.
They have several names, to blame each name for poor service. But really its all the same company!
I dealt with greenmotion through this booking. I dont have time to write how horrendous the service was & how rude the sales staff are.
Yes i walked away, got a hotel & then a train all after a 24hour flight & 1year old baby.
Thats how bad it was!!! They are con artists that will take advantage of people being on holiday with no where to go & take all your money.
DONT DO IT
Terrible service, terrible service,
1. Upcharge Step One: They didn't give us the car we reserved, only a model they deemed similar. Then they insisted our luggage wouldn't fit and tried to make us pay an extra £100 per day for a bigger car. They wouldn't even let us test it out, claiming we would damage their car. We were two women, four 10-year-old kids, and six pieces of luggage.
2. Upcharge Step Two: When we refused to pay extra, they still wouldn't give us a car. They finally relented and offered a slightly larger car for £100 more per day only after we insisted we would rather rent another smaller car for £100 per day.
3. Upcharge Step Three: They only accept credit cards with chips. The registered driver didn’t have one, so using another person’s card would require adding that person as a second driver, costing another £100.
4. Upcharge Step Four: They insisted we buy their insurance even though we repeatedly stated we already had full coverage from home. They said they'd need to hold £800 as a deposit.
5. During the car return, despite the rain, they inspected the car multiple times until they found two tiny scratches for which they demanded compensation. Even after we wiped off the marks, they insisted there was a dent and charged us £810.
6. They provide a free shuttle to pick up the car, but you have to buy a bus ticket to get to the airport after returning the car, wasting time.
7. The entire staff seemed to be Arab, which was very concerning.
8. Strongly recommend against renting from this company! Always go for a major rental company instead.
“Easy Rent Cars is fine. But, my terrible experience is with Green Motion LHR car rental - CHEATERS”
About ACE:4.3/10
At the time of pick up the desk person told me if I notice any damages then I should send photos by the following day by noon. This clause is included in the contract with Green Motion if the pick up time is night. I did send all the photos of all the pre-existing damages by email. The email was acknowledged. But at the time of hand over the desk person told me that he could not find the photos which I have sent. By the following day I was charged for the damage. I wrote to Green Motion that it was a pre-existing damage but the reply I received was "the bumper damage is more significant at the end". I am enclosing photos here for your perusal. Never be cheated by Green Motion LHR. Great Cheaters and dishonest.
About QEEQ:8.0/10
I don't have any complaint with Easy Rent Cars. When I approached the support services then they have been prompt and helpful.
“Car Rental Does Not Have Automatic Car Available For Us”
About ACE:6.0/10
We arrived and were told there are no automatic cars available, the only one was a large Volkswagen Caravelle. Were told it would be at least two hours before one was returned. We could not wait and ended up paying more for the Caravelle in order to leave on time. Pretty disappointing.
Everything was good except for the long delay to pick up my car.
2.5 hours wait isn’t acceptable, taking 40 mins to book people is crazy. You need to address the issues when renting to foreign drivers.
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d.patterson
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View more >R.Arnold
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View more >Dislike: Long waiting time to pick up but mainly because customers did not find out about company's policy before collecting car.
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View more >Dislike: The car itself. I did not felt very safe driving that car. It might have some mechanical problem.
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