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2,0
Never, EVER book with ACE!
Pros: The staff were helpful and supported me throughout the cancellation process, which was lengthy and awful after an all-night flight.
Cons: Unlimited excess - despite collision damage waiver. Lack of clarity at the time of booking. I will never use this company again. Even the representatives at the car rental office were empathising as they had seen far too many bad experiences with ACE unravel when customers came to collect what they thought they'd paid for. It pays to stick with the bigger companies. They are more accessible and responsive to resolving customer issue. I gave up in the end. Hopped onto public transport and sorted alternative transport at my destination.
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5,6
Think it is good value but not
Pros: We got a brand new car for an additional fee.
Cons: Pick up and drop off is outside of Gatwick. Very slow service at the cabin you are taken to. So many extras and hidden charges that you end up paying double the advertised rate. At the airport nobody knew who ace was and it was not easy to find pick up. When a van arrived with green motion on the side I asked if this was for ace too and was asked who is ace. After the second van came which we waited 40 min for, a small sign had ace on. Just bad customer experience. Not the fault of Kayak but I guess they should understand who they recommend.
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5,2
Ace or Green Motion ? Watch for the insurance gotcha.
Pros: Vehicle
Cons: Location, daily mileage allow, no GPS, no Area maps.
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4,4
Not bad... if you can find it
Pros: Car was good. They have me a diesel so I could get more mpg
Cons: Took forever to find the place. It isn't at the airport like the description implied. Even the people at the airport hadn't heard of it. Took over an hour waiting in line to start the paperwork. They gave me the car without any gas in it.
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2,4
Worst Car Rental Experience
Cons: This agency was clearly trying to swindle all customers: first of all, they cancelled all rentals that didn't arrive within 2 hours of their pick up time estimate (most drivers flying internationally, so 80% of people in line had their cars canceled). Then we then rebooked at the "current" rate, at least double the booked rate. They also charge for unlimited mileage which I have never seen before. One couple who was returning a car when we had arrived was being charged an exhorbitant fee for a scratch they said was on the car when they received it. Highly disappointing that Ace is associated with the "green motion" agency that services their rentals.
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10,0
Good service and good value for money
Pros: value for money, vehicle, customer service (Abid was particularly helpful) - pick up and return were easy
Cons: Transfer from airport to car rental premises not as easy as renting from an company on airport but okay
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5,2
Cheap but you get what you pay for
Pros: Good price
Cons: No one picks up the phone. Bus ran at long intervals Car wasn't clean Lost my phone I'm car and it disappeared after cleaning
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3,2
Felt scammed and taken advantage of
Pros: Didn't like any part of the experience
Cons: Never use the Ace at Gatwick Airport. You need to take their very sporadic shuttle a few miles from the airport, which took me over an hour to find. When I got there, it's a small operation run out of 2 trailers that makes all its money from up-selling you with ridiculous traps. I typically don't buy the rental insurance because it's covered under my credit card, but with this company, their policy if you deny their coverage, is to put a $1000 hold on your CC, and tell you that if you crash the car "you are responsible to pay for the entire car on the spot. Do you have $30,000 on hand to pay for the car in an accident?" Classic scare tactics. After over doubling my originally quoted cost, he then went to get my car and came back to say "very sorry, but I have bad news. We gave your car away because you were late." I said I was late because I couldn't find your shuttle and then it took forever to arrive. He said "did you call?" I said yes, and it went to a recording. He said sorry sir, we can give you a bigger car that is available, but you'll have to pay the extra cost. I was pretty livid at this point. But because it's such a hassle to get out to the darn place, I just wanted to get my car and leave. In the end, I got an SUV that cost me over 4 times the cost that was quoted to me on kayak. Never use them. Never.
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6,4
Cons: Attitude. Very arrogant. Did not feel comfortable renting from them. Very difficult to get directions to the "off-site" location. Bathrooms at said location at then end of a horse pasture. Returning the car then took a 10 minute examination of the car for ANY damage, initial inspector thought the seal around the trunk had been damaged by us, but, second inspector allowed final "no charge" Will not rent from ACE (Green Motion) again
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5,2
Gatwick's ACE rental is run by Green Motion, horrid customer service
Pros: The Qashqai car was clean and had satellite navigation and was comfortable.
Cons: We walked in knowing our British Airways Visa card carries collision and theft coverage for rental cars globally, and stated to the man helping us we wouldn't be buying their insurance. Then began a 45 minute lecture on how much we'd be asked to pay if we came back with so much as a scratched door. This was punctuated with high pressure sales questions such as, "I mean, it's fine if you want to use your own insurance but you could come back with a scratched panel and you'll still have to pay us on the day - you're telling me you have 40,000 pounds in your account should that happen?" His style of communicating was not a 1-off occurance, his coworkers heard him and were fully supportive of his tone. One even leaned over to say, "hey these people I'm working with over here are having to pay 900 pounds right now because of a scratch, do you want to be like them?" I'm accustomed to making this decision at the rental counter, and in a way, this representative is not wrong about the potential outcomes. But, his unskilled attempts to sell Green Motion's insurance packages were impolite, time consuming, and frustrating enough to leave me certain i'll never be using ACE or Green Motion again.
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3,2
Cons: THIS IS A PREDATORY, UNETHICAL COMPANY AND SAVE YOURSELF THE TROUBLE AND STRESS. EXTREMELY unethical sales team at Gatwick airport!!! Here was our experience. Paid for the rental through ACE, an American company. Gatwick had no clear signage on where to get the shuttle bus. We waited 20 minutes to get a shuttle, then another 30 minutes in a line of people. When we got to the front of the queue, we were informed that "because we rented through an American company," the excess did not apply to us, and we would "be responsible for the full value of the car" in the event of damage, despite our carrying American insurance that covers car rentals. We were threatened (yes, I use that term) no less than SEVEN times by TWO separate employees with this information. We still declined their coverage (which, by the way, is essentially duplicative to what we have). We were then assessed a £995 ($1300) deposit because we didn't take the extra insurance. WHAT?!?!? When we went to pick up the car, it was FILTHY. We couldn't even properly examine it for damage. The salesman "kindly" allowed us until 9am the next day to report existing damage via email, and suggested we BRING THE CAR TO A CARWASH OURSELVES in order to properly assess it. Oh, and by the way, I also witnessed the same types of practices in 2 or 3 other customers there at the same time we were
review from
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2,0
Was bad pickup experience and return
Pros: They had an automatic car for us and it was the right size.
Cons: Was not clear at all where the shuttle was to be found and someone sent use opposite direction. Then the shuttle wasn't marked ACE and we almost missed it. Only came every 1/2 hr. and was really far. We get there and it was fine. They really pushed the insurance! I found out why. When I cam back it was like people looking for lice! I had a slight scratch to the wheel rim. They knew I had other insurance So they charged me 120 for the scratch since they had to replace it. Well I am stuck paying for it and need to claim it. As I am on the van back to the airport they have that car was and sending it out for someone else and you can't see any damage. I will never rent from them again! Every other place I have rented from has been super easy to deal with and the don't inspect with a microscope.
review from
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2,0
Never, EVER book with ACE!
Pros: The staff were helpful and supported me throughout the cancellation process, which was lengthy and awful after an all-night flight.
Cons: Unlimited excess - despite collision damage waiver. Lack of clarity at the time of booking. I will never use this company again. Even the representatives at the car rental office were empathising as they had seen far too many bad experiences with ACE unravel when customers came to collect what they thought they'd paid for. It pays to stick with the bigger companies. They are more accessible and responsive to resolving customer issue. I gave up in the end. Hopped onto public transport and sorted alternative transport at my destination.
review from
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5,6
Think it is good value but not
Pros: We got a brand new car for an additional fee.
Cons: Pick up and drop off is outside of Gatwick. Very slow service at the cabin you are taken to. So many extras and hidden charges that you end up paying double the advertised rate. At the airport nobody knew who ace was and it was not easy to find pick up. When a van arrived with green motion on the side I asked if this was for ace too and was asked who is ace. After the second van came which we waited 40 min for, a small sign had ace on. Just bad customer experience. Not the fault of Kayak but I guess they should understand who they recommend.
review from
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5,2
Ace or Green Motion ? Watch for the insurance gotcha.
Pros: Vehicle
Cons: Location, daily mileage allow, no GPS, no Area maps.
review from
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4,4
Not bad... if you can find it
Pros: Car was good. They have me a diesel so I could get more mpg
Cons: Took forever to find the place. It isn't at the airport like the description implied. Even the people at the airport hadn't heard of it. Took over an hour waiting in line to start the paperwork. They gave me the car without any gas in it.
review from
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2,4
Worst Car Rental Experience
Cons: This agency was clearly trying to swindle all customers: first of all, they cancelled all rentals that didn't arrive within 2 hours of their pick up time estimate (most drivers flying internationally, so 80% of people in line had their cars canceled). Then we then rebooked at the "current" rate, at least double the booked rate. They also charge for unlimited mileage which I have never seen before. One couple who was returning a car when we had arrived was being charged an exhorbitant fee for a scratch they said was on the car when they received it. Highly disappointing that Ace is associated with the "green motion" agency that services their rentals.
review from
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5,2
Cheap but you get what you pay for
Pros: Good price
Cons: No one picks up the phone. Bus ran at long intervals Car wasn't clean Lost my phone I'm car and it disappeared after cleaning
review from
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3,2
Felt scammed and taken advantage of
Pros: Didn't like any part of the experience
Cons: Never use the Ace at Gatwick Airport. You need to take their very sporadic shuttle a few miles from the airport, which took me over an hour to find. When I got there, it's a small operation run out of 2 trailers that makes all its money from up-selling you with ridiculous traps. I typically don't buy the rental insurance because it's covered under my credit card, but with this company, their policy if you deny their coverage, is to put a $1000 hold on your CC, and tell you that if you crash the car "you are responsible to pay for the entire car on the spot. Do you have $30,000 on hand to pay for the car in an accident?" Classic scare tactics. After over doubling my originally quoted cost, he then went to get my car and came back to say "very sorry, but I have bad news. We gave your car away because you were late." I said I was late because I couldn't find your shuttle and then it took forever to arrive. He said "did you call?" I said yes, and it went to a recording. He said sorry sir, we can give you a bigger car that is available, but you'll have to pay the extra cost. I was pretty livid at this point. But because it's such a hassle to get out to the darn place, I just wanted to get my car and leave. In the end, I got an SUV that cost me over 4 times the cost that was quoted to me on kayak. Never use them. Never.
review from
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6,4
Cons: Attitude. Very arrogant. Did not feel comfortable renting from them. Very difficult to get directions to the "off-site" location. Bathrooms at said location at then end of a horse pasture. Returning the car then took a 10 minute examination of the car for ANY damage, initial inspector thought the seal around the trunk had been damaged by us, but, second inspector allowed final "no charge" Will not rent from ACE (Green Motion) again
review from
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5,2
Gatwick's ACE rental is run by Green Motion, horrid customer service
Pros: The Qashqai car was clean and had satellite navigation and was comfortable.
Cons: We walked in knowing our British Airways Visa card carries collision and theft coverage for rental cars globally, and stated to the man helping us we wouldn't be buying their insurance. Then began a 45 minute lecture on how much we'd be asked to pay if we came back with so much as a scratched door. This was punctuated with high pressure sales questions such as, "I mean, it's fine if you want to use your own insurance but you could come back with a scratched panel and you'll still have to pay us on the day - you're telling me you have 40,000 pounds in your account should that happen?" His style of communicating was not a 1-off occurance, his coworkers heard him and were fully supportive of his tone. One even leaned over to say, "hey these people I'm working with over here are having to pay 900 pounds right now because of a scratch, do you want to be like them?" I'm accustomed to making this decision at the rental counter, and in a way, this representative is not wrong about the potential outcomes. But, his unskilled attempts to sell Green Motion's insurance packages were impolite, time consuming, and frustrating enough to leave me certain i'll never be using ACE or Green Motion again.
review from
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3,2
Cons: THIS IS A PREDATORY, UNETHICAL COMPANY AND SAVE YOURSELF THE TROUBLE AND STRESS. EXTREMELY unethical sales team at Gatwick airport!!! Here was our experience. Paid for the rental through ACE, an American company. Gatwick had no clear signage on where to get the shuttle bus. We waited 20 minutes to get a shuttle, then another 30 minutes in a line of people. When we got to the front of the queue, we were informed that "because we rented through an American company," the excess did not apply to us, and we would "be responsible for the full value of the car" in the event of damage, despite our carrying American insurance that covers car rentals. We were threatened (yes, I use that term) no less than SEVEN times by TWO separate employees with this information. We still declined their coverage (which, by the way, is essentially duplicative to what we have). We were then assessed a £995 ($1300) deposit because we didn't take the extra insurance. WHAT?!?!? When we went to pick up the car, it was FILTHY. We couldn't even properly examine it for damage. The salesman "kindly" allowed us until 9am the next day to report existing damage via email, and suggested we BRING THE CAR TO A CARWASH OURSELVES in order to properly assess it. Oh, and by the way, I also witnessed the same types of practices in 2 or 3 other customers there at the same time we were
review from
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2,0
Was bad pickup experience and return
Pros: They had an automatic car for us and it was the right size.
Cons: Was not clear at all where the shuttle was to be found and someone sent use opposite direction. Then the shuttle wasn't marked ACE and we almost missed it. Only came every 1/2 hr. and was really far. We get there and it was fine. They really pushed the insurance! I found out why. When I cam back it was like people looking for lice! I had a slight scratch to the wheel rim. They knew I had other insurance So they charged me 120 for the scratch since they had to replace it. Well I am stuck paying for it and need to claim it. As I am on the van back to the airport they have that car was and sending it out for someone else and you can't see any damage. I will never rent from them again! Every other place I have rented from has been super easy to deal with and the don't inspect with a microscope.
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