Excellent service very effective and efficient
Overall we were satisfied, would be great if we did not have to catch a shuttle though! Would make the overall experience even better and faster if the vehicle was available from the airport itself. Staff were super friendly and the car was great - thanks!
The staff at pickup location AKL were very helpful, quickly checked in and we were on our way. Except that, I could not get my iPhone to connect with CarPlay! The customer service representative quickly got it sorted and it functioned well throughout the rental. Also, the Wellington city drop off were quick and efficient! In fact, they texted me within minutes that we left a pair of sunglasses in the car. I recovered them within 20 minutes and thanked the staff. I will definitely use them in the future.
We picked up the car from Ace rentals all was good until drop off. Either from Kayak or Ace we were given the wrong drop off information. The address given on our instructions was not where the Ace drop off was. It was one street over. We tried the 800 number they gave but unknown to us that is not a New Zealand number but some sort of international code. Because of this we were outside of our Canadian phone contract. It took several times to get through costing us over $100 cdn dollars in phone charges. Is there any chance for help on these charges I can provide any additional info if needed.
I made a simple request to shift my pick-up time from 10 AM to 8:30 AM, but the entire experience turned into an incredibly frustrating ordeal, and the request was ultimately not fulfilled. Instead of providing a straightforward solution, I was asked to call the shop directly to make the adjustment myself. Despite multiple attempts, no one answered the call. Left with no choice, I went to the shop in person, hoping to resolve the matter. Unfortunately, the experience worsened. I was attended to by an Asian lady who outright refused to assist me. Instead of addressing my concern, she directed me to call another number within their company, even though I was already physically present at their office. It felt utterly unreasonable that I, as the customer, was being burdened with the responsibility of chasing down a resolution while standing right there. What added to the unpleasantness was the way I was treated. The lady’s tone and choice of words were far from respectful or professional. Rather than offering help, her demeanor left me feeling dismissed and disrespected. This level of service was shocking and unacceptable. After this ordeal, I happened to come across reviews on Google, and it became clear that my experience was not an isolated case. The negative feedback from others now makes perfect sense to me. It's disheartening to see such poor service and lack of accountability, especially when dealing with a request as simple as a slight adjustment to a pick-up time. This has been an eye-opening experience, and I hope the management takes serious steps to improve.
Great service from pickup from the airport and transport to the depot. Fast and efficient processing. Excellent briefing on the car features including setting up our profile for the navigation / entertainment. Friendly and helpful staff.
