ACE Rent A Car

This is the worst car rental place I have ever dealt with. For starters, the shuttle took over 2 hours to come pick us up from the airport, the driver threw our luggage into the back of the shuttle, then he disappeared and what we assumed went on break for over 30 mins. Then we got to the actual place, the guy started to input my stuff, then switched to another customer that came in after me and tried to input both at the same time. We told them we were going to the mountains and they gave us a Chrysler 300- for the snow! There was NO windshield wiper fluid and the tires were bald, no snow or all weather tires. We slid all over the road, it was terrifying. Additionally their shuttle does not run before 8:00am on Sundays. So you are on your own trying to return to the airport
7 years ago (05-03-2018)

My fiancé booked with Ace thru Expedia. We knew it was off the Airport premises, but the way it was advertised, it seemed like it was very close by and conveniently located next to airport. They claimed to offer a shuttle service to take you to their rental facility from the airport. As soon as we landed, we called Ace to request their shuttle service for 15-20 mins from the landing time. They said they were on their way. Once we were off the plane and had luggage, we headed right to the pick up location. 20 mins had passed and no Ace. We saw other shuttles for other rental agencies come and go, but no Ace shuttle. We continued to wait and wait and wait. No shuttle. We called them again and they said, they were 'on their way'. Again, waited and waited. No shuttle. We called a third time and they were no longer picking up the phone. We continued to wait and then determined they were likely not coming. It was late at night and we still had a 1.5 hour drive to Banff and with a snow storm in the forecast, we could not afford to waste any more time. We ended up catching a cab to take us to Ace. The cab ride was much longer than expected....we were surprised that Ace was located so far away. During our long cab ride, we read reviews on line...we should have done further research before booking as the reviews were not great. We were particularly concerned by the reviewers who stated there was no car for them to rent, even though they reserved one, and the reviewer who said Ace continued to charge their visa card months after renting. We decided to take the cab back to the airport and we rented thru a more reputable car rental agency. We called Expedia to assist us in cancelling with Ace. Expedia called Ace on our behalf and was told by the Ace staff that we had already picked up our rental car with them and we could not cancel our reservation....they blatantly lied to Expedia. When I informed the Expedia agent that they were lying and we did not have the rental car and in fact, were never picked up by the shuttle at the airport, the Expedia agent called Ace back and then called us back that our rental was cancelled free of charge....very sketchy company. Do not book with them. We hope that Expedia stops partnering with Ace.
7 years ago (03-04-2018)

Best car rental company ever... they bend over backwards for you. They gave me a brand new Equinox 40 kilometers on it. They even brought down my deposit to $250
7 years ago (23-02-2018)

Dreadful company. Got to Calgary airport and were told it would be a maximum of 15 minutes wait for the shuttle and that someone was "on the way" (the driver who told us this had a full passenger load and was just leaving as we got to the shuttle area). We waited 52 (I like checking the time) minutes in -20 degrees, so we weren't overly happy and the driver who we eventually went with told us they were a driver down today; my response;" I really wish the company would have told us that and we could have just got a cab right off the bat". Anyways, "close" to the airport is a bit of a stretch; probably around 20 minutes drive in winter conditions, so "close" is slightly misleading. We rented an SUV, weeks prior online, paid for it (deposit or however they do it) and the driver told me they had run out of SUV's (we wanted one as it was winter conditions and we were going snowboarding....safety), so he took us to Avis and we are sat now in the foyer with about 10 other people who have been here for at least an hour waiting for a car, so I don't know how much longer it's going to take us, being at the back of the queue (Avis, physically do not have any vehicles at this location right now). We got our baggage 2 hours ago now and still do not have a car. I am not a complainer, but this is poor service and if you read this, hopefully you will avoid this company that is "close" to Calgary airport. Dreadful service.
7 years ago (24-12-2017)

Terrible company. Will never book with them again. Booked a car to travel from Vancouver to Calgary, when we turned up to collect they told us that they had our reservation but didn't have a car to give us. That's a very strange way to run a business. Apperently there was no manager working and nothing they could offer us. Would give 0 stars if I could. AWFUL company and customer service!
7 years ago (20-08-2017)