Reviews for Ace in Richmond
- All reviews 100%
Based on 42 reviews
3 Jan 2018
Cons: The service
26 Oct 2017
Pros: Great car
Cons: The rental place failed to let us know that they are not opened 24/7 leaving us in a bit of a pickle when we tried to return the car.
24 Sep 2017
All out of vehicles.
Pros: The quote. That is the only service they could provide.
Cons: When I called the shuttle upon arrival, they said not to bother getting on, because they were all out of cars. Even with a reservation, they overbooked, had no cars, and were unapologetic.
1 Sep 2017
The Good and the Bad
Pros: The kind service and hospitality. The model car came with more upgrades than expected.
Cons: It wasn't located next to the airport and there was no shuttle to take us back when we had to drop off the car. Shuttle only operates when they're open from 7am - 10pm. Wasn't aware of a $300 pre-clearance deposit.
27 Aug 2017
Pros: they worked with me to get my rental even with my late flight.
13 Aug 2017
Pros: The car they eventually found us was very nice
Cons: When we arrived we were told there was no car available for us despite our confirmed reservation. They did eventually find us a car but the customer in line behind us, also with a confirmed reservation, did not get a car. If we had arrived 5 minutes later we would have been the ones out of luck. Also I don't know who Ace Car Rental is, we were brought to a Discount Car Rental location to get our car. There was an Ace Car Rental banner inside the office.
11 Aug 2017
Cons: Service is awful!!! Was in the line for an hour. Pick up at 12nn, did not talk to the representative til after an hour. Had to wait another 10 min after check in and gave me a different car from what was reserved. Workers were not nice at all!!!! Car give is ofc nice but dirty! Was barely cleaned on the inside!!! This company is very unorganized!!!! Still waiting to get my $350 deposit back!!! Will never ever ever rent a car through DISCOUNT again. NEVER AGAIN!
1 Aug 2017
I've rented twice from Ace car rental THE FIRST AND LAST
Pros: My Mother always told me if I had nothing nice to say...say nothing at all! So i have nothing to say!!!!
Cons: They were disorganized, unprofessional, it appeared to me they only wanted your money! I did feel some compassion towards a couple of their staff, I don't think they comfortable in working there. Hidden costs, 350.00 pre authorized charge on your visa, I was told I would get it back when I returned the car only to find I would have to wait 7 days. Never again.
31 Jul 2017
Pros: I didn't like anything
Cons: I have been in Ace Car Rental today and they did not have car!! The place was full of people and the Ace Car did not have any car. How they can book a car and do not have the car? Me and many people were waiting for a car! It is really bad. I want to know about the value that I passed in my credit car for the reservation
30 Jul 2017
Felt like a scam...
Pros: They took 30 minutes to pick us up from the airport even though the drive to the rental place is less than 10 minutes.
Cons: They forced me to pay an additional $19.99 CAD for insurance even though my insurance from the States provides full coverage in CA. They refused to let me get the car without it even though I had proof of insurance. To top it off they had no written or formal proof of this being a policy. I felt scammed and it increased my rental cost by roughly 25%. If I had known I would be forced to take their insurance I would have gone with someone else. Also ACE is through discount which wasn't clear at any point.
25 Jul 2017
Needs more efficient pickup process
Pros: Vehicle itself was good, very nice attendant, dropoff was quick.
Cons: Pickup took almost 3 hours. Some people were dropping off too and they were late to their flights b/c of the long line.
16 Jul 2017
Pros: They washed the car for us.
Cons: Bad customer service. They argued at length with me about whether or not I bought rental insurance. After I provided proof of insurance there was no apology. When we were picked up, there was no sign for ACE rental, so after asking around from a few people we saw it went under the name of Discount rental. They charged more than the agreed price on kayak. Far too expensive. Upon both pick up and drop off there was confusion among the workers every step of the way. The car was modern and clean. It turned me off to car rental in general, but I have no doubt I'll avoid Ace in the future at all costs.
10 Jul 2017
DO NOT RENT HERE
Pros: The staff is super friendly but their process is incredibly inefficient.
Cons: DO NOT RENT HERE. This is the worst rental car I have ever been to. I spent almost two hours to pick up a car, one hour to return it, the shuttle is operated by one of the customer service agents, making the process slower. There are no signs indicating where to return the car, or that ACE is located inside that building. Also, the are no signs for ACE at the Shuttle station.
22 Jun 2017
I didn't get the car . please refund me.
Cons: There is no ace rental in Vancouver . It actually called discount rental. When I got there they said they are not open at the time of my return and they are not in the airport so there was no way for me to get to the airport at 6am after dropping off the car. So I didn't take the car They couldn't refund me.because they said that you haven't paid them yet. I am now in transit in Europe so please contact me by email email@example.com. from tomorrow you can call me at 972544613943
18 Jun 2017
Pros: Car was new and hassle free. rental rate was cheaper than outfits located directly on airport premises.
Cons: inexperienced staff. car was not the same as booked nor ready and cleaning has to be done on the spot at pickup. shuttle service was not efficient and we had to wait for quite sometime before getting picked up at the airport. Calling office to request shuttle was hopeless as the call was transferred to an answering machine.
8 Jun 2017
Great value and very good overall car rental.
Pros: The van they got for us is very good. It has all the extra features for a Dodge van, especially it has the GPS system embedded. The car drives well and has no problem at all. The price is very competitive. The staff are very friendly and very helpful. The original reservation has unlimited mileage, but it didn't show up, so once I indicated to the staff, they changed it for me right away. I dropped off the car around 7:40am just after they open. Their shuttle driver is not there yet, so one of the office staff rode with me back to the airport and drove the van away for me. They were able to resolve this issue promptly so I don't have to miss my flight. Overall, there's a little more hassel, but the cost was worth it, especially if you can plan out things ahead and you are not in a hurry.
Cons: The pickup site is a little distance away from the terminal and you would need to wait for about 10 to 15 minutes for the pick up shuttle. The office location is only about 5 km away from the airport, so it is not a long ride. However, at the office, on that day of my arrival, they were slow in taking care their customers. So I waited over 20 minutes before I was helped. The overall process took 40 minutes to an hour before I was on my way. Because of the location of the office, if you want to drop off the car during off hours, you would need to plan to use the Sky Train (about 5 to 10 minutes walk) or use other transportation to get to the airport. I dropped of the van around 7:40am but their shuttle driver was not there yet. So one of the office staff rode back with me to the airport and drove the car away.
5 Jun 2017
Ace is a bunch of assholes
Cons: Failed to disclose all costs. Overcharged. I ended up cancelling and using Alamo. Ace sucks.
4 Jun 2017
Do not rent from here.
Cons: Absolutely terrible. I've told all my friends and family to stay away from kayak carrentals. My car was not there when I arrived and I had to figure out how to get to my air bnb via bus late at night. The workers were disrespectful and were of no help at all. It ruined our first two days out of the five that we we were staying in Vancouver because we had to search for another car. My friends, family I and I are all definitely renting a car through someone else next time
2 Jun 2017
Cons: They didn't have any cars available, so my reservation was cancelled
19 Apr 2017
Terrible rental car
Cons: My reservation is at 9pm and I arrived at YVR airport around 9:30pm. I went out and look for the ACE shuttle and there is no sign of it, so I called the 800 numbers, they said they closed at 9pm. So, I have to take a Taxi to the hotel. What kind of rental company close at 9pm??? Next day around 8am, I took the Taxi to the car rental company and no where can be found because they called themself Discount rental car not ACE rental car. So, I walked in to the office and talked to one of the staff about my situation that I have a reservation last night because my flight delay so I was not able to come to get the car and she said the car have been given to someone else so no car available for me and I have to wait and to speak to the manager. The manager went out to pick up customers from the airport. The manager finally came back from the airport and help me to get the car and took almost an hour to get all the paperwork and car ready for me. It is terrible car company, they are not located at the airport. It is about 5 minutes ride from the airport and there is no sign said ACE only Discount rental car.
26 Mar 2017
Cons: I never contact with Ace.They closed the door when I went to their company even I had made the reservation
7 Mar 2017
Pros: I cancelled my car rental in Vancouver/Richmond
27 Feb 2017
Pros: There were no cars available at the location and I had to scramble to find another agency. Ended up paying enormous amount of money
26 Feb 2017
Pros: Nothing, we didn't get a car because they didn't have any available, even with our registration.
Cons: Everything. Would never recommend to anyone ever.
23 Feb 2017
Ace no longer exists at Vancouver Airport and no o
Cons: Arrived only to find that no cars were available because the rental agency closed down shop at this location. I will be contacting Ace directly for refund and compensation for the new rental I had to go get but which someone would have notified me!
16 Sep 2016
Terrible!!!!! Ruined my trip
Cons: I got to the airport after having reserved a car the night before and was told that I had no car reservation because I was within some BS reservation window. I was like, thanks for emailing me or calling me and letting me know that before I got to the airport and apparently they don't "recieve" emails or phones numbers until confirmed. Convenient. This place is a scam you should avoid at all costs
30 Mar 2016
Cons: Off site pick up with bad hours. Our flight got delayed, we got in after 9:30 pm. They were closed. We had to get a taxi to our hotel. Next morning I had to get the train to them. They wouldn't pick use up or drop off.
22 Feb 2016
Vacation rental in Vancouver
Pros: Nice car and friendly employees
Cons: When I rented the car, I was not informed that it was off-site whereas most of the rental companies are on-site at the Vancouver airport. There are no signs at the airport directing you as to how to get to Ace Car Rental. Turns out it also has a different name (Discount Car Rental) which is not in any of the rental info. The people were friendly at check-in but the process was quite disorganized and chaotic. They also changed the price I had been quoted when I reserved the car. When I showed them the agreement, they wouldn't budge. I guess I should've considered 1 star but they seemed more clueless than nefarious