ACE Rent A Car - Toronto Pearson International Airport Reviews 32

Horrible service, waited over 1 hr to be picked up and they keep saying 10 minutes, DO NOT hire this company

I made a car booking, and upon arrival, I was asked to provide my insurance. I informed them that I did not wish to purchase additional insurance, but they insisted that I could not pick up the car without it. When I asked how much it would cost, they told me $30 per day, which is unreasonable. My booking was for seven days, meaning I would have to pay $210 just for insurance — something I’ve never encountered before.

When I asked them to take me back to the airport, they refused and shut the door, leaving me outside in the cold. I had no choice but to book an Uber.

Please avoid this company; they have very poor customer service.
Booking Reference Number: 60974294

The worst car rental ever
They are at ambush for insurance charge like wolf

PLease listen to the Reviews, these guys are very Shady and dishonest, they are not like the ACE rental in the U.S.A that i have use for yrs..just trust the reviews, if you're Stupid they will tell you BS, i stood up to their crap and they never rent me a car even tho i had a reservation..YOU HAVE BEEN WARNED..Plus they have another name they operated under, its not JUST ACE..

This was by far the best car rental experience I’ve ever had! From start to finish, everything was smooth and efficient — it took just 10 minutes to pick up the car, which was a huge plus. The customer service at ACE Rent a Car was outstanding. The staff were incredibly helpful and friendly, making the whole process stress-free.

The vehicle itself was spotless, very clean, and extremely comfortable to drive. On top of that, the price was better than other rental options I’ve looked into — great value for money!

I’ve used this particular location several times, and I’m consistently impressed by the high level of service they provide. Many thanks to the team for always delivering such a positive experience!

Do NOT use ACE! They are not located at the airport. Instead, you will waste time to take the train to Viscount station, call on a phone on the wall and wait 30 min for them to pick you up. The check in process was confusing with paying for the rental and then them "holding a deposit" of >$500. The car was old and not nice. After dropping it off, we were stuck there for another >30 minutes despite the fact that everyone has to catch a flight. They "take" pictures of the car prior and as you see with other reviews, they will pretend to find a scratch and blame you for it. The "before" picture is not even from when we rented it (there was luggage next to the car that was not ours). We definitely were not involved in an accident, but they will claim that the smallest scratch is NEW and they will charge you for it. Nightmare. I have never experience this with renting a car. They are a scam and stay far away!

Do yourself a huge favor and avoid renting a vehicle from this company. I rent cars frequently, and this was by far the worst experience I’ve ever had with a rental car company. I will never use them again. I read a review from someone who suspected the company was paying people to leave positive feedback and I 100% believe it. While I was there, every single customer was visibly frustrated, questioning absurd policies, or outright arguing with the staff. I originally booked a vehicle with unlimited mileage through the Priceline website. Ace offered very competitive rates, so I went with them. Don’t let the cheap price fool you. You're better off paying a bit more for a reputable company. Once they pile on all the hidden fees and add-ons, plus the stress they cause, it’s not worth the “savings”. You get directions to their off-site location once booked. You have to take a train to a nearby station, then call their office from a designated phone to request a shuttle. I tried calling multiple times, both from the station phone and my own cell, and no one picked up. Eventually, I contacted Ace’s head office, got transferred and was promptly hung up on. Luckily, a shuttle finally showed up. The driver was the only positive part of the experience, he was helpful and friendly. Unfortunately, I saw other staff treating him very poorly, which says a lot about the company culture. When I arrived at the office, two customers were already being “helped.” I couldn’t hear the entire conversation, but the customer service was terrible, and both ended up walking out without their rentals. I overheard something about a $1k security deposit, which turned out to be true. For context I’ve never been asked to pay more than $350 - $500 for a deposit $1k is outrageous. I told them I had rental insurance through my credit card, which I also used to pay for the booking. However, because I needed to use a different credit card for the absurd deposit they required, they claimed my insurance was no longer valid and tried to force me into purchasing their insurance. Then, they told me the vehicle could only be driven within parts of southern Ontario. I asked for clarification, as I’m not from the area and had plans to visit Chelsea, Quebec (which to my knowledge is just across the bridge). They said it would be an additional $10 per day and that I'd be limited to 1,200 km. They also have signs everywhere advising you will be charged if you don’t return the car cleaned or will have to wait until they have one of their employees clean it. I understand fees for smoking or if you have pets, but to detail clean the vehicle is crazy, all other rental companies I have used clean the cars upon your return.
By this point, I had been there for over an hour. The staff were constantly speaking in another language amongst themselves, juggling multiple customers at once, and the whole operation felt disorganized and unprofessional.
Instead of paying the originally quoted $92, I ended up shelling out $260.To make matters worse: The car was dirty when I got it. The windshield wipers didn’t work and needed replacing. They took an excessive number of photos of the car before I left, likely to find reasons to charge extra upon return. Returning the car was just as slow. They took forever to inspect it and accused me of driving in Quebec for 3 days when we only spent 2 there. I agreed to pay for the extra day but refused to be charged for a 3rd. Be prepared to spend at least an extra 2 hours of your time here for pick up and drop off, this is crucial if you are on the way to the airport/in a rush. They also told me the $1k deposit would be returned in 2–3 business days. It took 8 business days to get my money back. For comparison: I recently rented a car through Budget in Newfoundland. The car got dusty from all the driving, but when I returned it, I simply dropped the keys off at the desk—no hassle, no accusations, no need to clean it and my deposit was refunded within a couple of days. Avoid Ace at all costs. It isn’t worth it.

The worst experience in car rental they charge me Extra $100 to go toMontreal and did not provide a proper tire they let me go with seasonal tire, very slippery and Montréal and unsafe also brake light at the back. not working and clearly notification on the dash didn’t bother to do it and I provide a valid pink slip insurance and my policy and then the credit card will cover my insurance, but they still charge me for Insurance and I had to take the car to the storage area for them and come back all the way at the back of the office to drop the key and we’re there. Staff did not even bother to do their job. The gas tank almost empty, and the vehicle vibrate while breaking on the dry road, which is router is not in a good condition

DO NOT RENT WITH THIS COMPANY!! Pay the extra money and rent from the airport or a different company. Every single person here in line was having problems as they try to scam you for every little tiny thing. Couple scratches that they couldn’t even prove weren’t there beforehand they tried charging us for and wanted us to go through insurance for literally two scratches that were HALF the size of a DIME.

Worst car rental company EVER. If i could give 0 stars I would.The experience at ACE Rental was extremely disappointing. Despite booking a car for a week, the receptionist was rude and unprofessional.This lack of customer service and trustworthiness makes ACE Rental the worst choice for car rentals. i honestly think they are just HUGE SCAM COMPANY!

ACE RENT A CAR TORONTO PEARSON AIRPORT

It is really unfortunate that I have to take time to write this review.

Arriving at the location was not a problem, it was close to closing and they waited for me to complete the paperwork.

They wanted me to purchase their insurance but I had my own insurance and all the documents they wanted with SEF 27 and proof of current insurance as well.

They offered me another vehicle other than the one I had originally reserved. When I got it this vehicle was dirty as it had been driven over clay and mud but they told me it was an upgrade so I accepted.

They told me I was going to need to provide $1000.00 pre authorization on my credit card, but it was not going to be removed. This was to cover toll highways and damages.

I returned the car on Aug 27, with minor scratches on the rear L fender. On Aug 28 they withheld the full amount of $1000.00 on my credit card and did not return it to me.

I was fully insured by my insurance company which provided an authorization letter stating that they would pay any and all damages minus my deductible.

I am still waiting to hear back from them about the return of my $1000.00.

I have called and emailed several times and have not received any replies.

I will not be renting any more vehicles from ACE.

Booked a car through Hotels.com, price much lower than other options (red flag). Got to Ace location, initial observations- ENTIRE staff is of Indian (?) ethnicity (interesting), several customers/families sitting around with luggage and children looking dejected (red flag). Waited for 10 minutes as one clerk dealt with customers in front of us while other employees lingered around, apparently not capable of serving customers. Finally the female who was relaxing in the side office decided she could get off her behind and help out, brought us in to finalise payment. Provided my ID and Visa Gold credit card- now I'm told I can't use my Visa insurance coverage because its from outside North America. Nowhere in the rules/restrictions/fine print does it state this, yet she is adamant it's THEIR policy. I said ok, show me where this policy is written. She calls manager to come out, he tells me same thing. No one can show me where this policy is written. I'm there with my wife and child being told we MUST buy their insurance coverage. Wrong, I have perfectly valid Visa insurance coverage but for some reason this sketchy place has 'their own policy'. He tries to tell me it's a common policy in Ontario- wrong- I told him please don't try to speak for the other rental agencies because I've rented in Ontario before using the exact same Visa coverage without issue. What a joke. Left there and went back to the airport to give my business to a real car rental company. WARNING- IF YOU ARE FROM OUTSIDE NORTH AMERICA DO NOT WASTE YOUR TIME WITH THESE JOKERS!!

Book with these guys if you want your day ruined. They'll forget to pick you up and blame you for scratches they have no way of proving. I had the car for half a day. Absolutely not worth the hassle. Steer very very clear of this company. There were many people there confused as to why they were waiting hours for their cars, all of us agreed it was the strangest experience we have ever had. I rented a car with Avis the week before and it was great, pick up and drop off were a breeze, they didn't even bother taking pictures. I waited 30 min at the shuttle and another 45 for the car I reserved for 9:00. We booked Legoland at 10 and didn't get there until 12 because this took so long to get the car. Ace took about 5 pictures before I left and 20 pictures after. The car was already 1/8 empty and I am sure they will charge me 1/4 tank. I haven't been this made in a long time. On top of cancelled flights and having children with me, never again. Stick with on airport car rentals.

The worst experience i have ever had during my last trip in Toronto while renting a car from Ace rent a car.From the airport they are supposed to pick up us,everytime i called them either they didn’t pick up calls or said 10/15 minutes will take.After 2 hours of waiting for them than i uber to their office( There was 4/5 families also waiting for them).The worst part is still remains,after all of the hassle the supervisor (Karan) said they dont have any vehicle available and i booked it almost 3 weeks ago.He
said they will give me a ride to a different rental car office but he didn’t want us to give any compensation,even the price will be more in the other rental office(what a service). At this point i was so mad,i also have a baby with me and Our hotel check in time also past 2 hours. Than after so much negotiations he decided to give us a car but it will be after 2 hours.I had no other options so i agreed with that.He didnt give us any compensation even we told him,just a sorry he said.
My whole day ruined
i will never recommend Ace rent a car !!!!

Worst car tental company EVER. If i could give 0 stars I would. The shuttle never picked us up at Pearson to take us to get our car, waited over 45 mins. Called a dozen times, no answer. The code to call shuttle was not even in service. Total scam. I bailed and rented from Budget. Ruined our day, not get to look forward to fighting woth them to get my $ back do not rent from these guys!

I booked through economy bookings which said unlimited kms for the rental but when I went to pickup the car for the trip they said it is unlimited for southern ontario or so. Nowhere in the contract it said anything like that, and it ended up ruining my planned vacation as I had to find another rental. Complete scan, never again with Economy bookings or AceCar rental.

Rented a car for 13 days through a booking agency online and told I have CDW but bought an insurance policy for the excess also. Arrived at their office in Toronto to be told they don't honour the excess policy and I have no insurance cover and must pay an additional $305. Subsequently been told I did have CDW but not 3rd part liability. Its in their terms and conditions but you don't get to be told about them until you arrive for pickup. Liars; and I don't do business with liars, so I walked away and rented elsewhere.
They stated they didn't include 3rd party liability in their quote because most North Americans have this covered by their credit card. I booked from the UK with a UK booking agency, paid with a UK credit card in Uk £. So what in this booking lead them to believe I had a Canadian or US credit card? Classic bait and switch when you get off an aircraft in a foreign city.

The service provided, the complete process of getting and returning the car and the value for money is completely unacceptable. First, it took more than 30 minutes for someone to pick us up at the airport terminal, when the location is about 8 minutes away (driving distance). Then waiting to get the car at the location took more than 50 minutes not to mention that we had to listen to everyone yelling and complaining over what we were offered when making the reservation (money value wise) vs what we were told we had to pay because we were forced to buy their insurance even when the reservation stated that it was included on the rental price. They didn’t even accept the insurance provided by our credit cards. Also the amount of $2k USD they put on hold on the credit card is outrageous because you are already buying their insurance. That does not make any sense to nobody. Literally everyone was complaining and there were people so upset that they were screaming and hitting on the counter. We were also restricted on the use of the car since we had to avoid all tolls and limited to the Toronto, Ontario area. Finally when returning the car, we had an early flight, 6:00am so we had to drop the car at least two hours before. When I asked about what to do, they told me that since it was so early, they had no one available to take us over to the airport and that we had to drop the car on the same location following the instructions placed on the entrance door and and then call a taxi, an uber or to walk to the terminal. “Really”. That is more money that you have to pay when you are already paying for a service that should be provided. With other rental car companies you simply drop the car at the airport and keep doing your business. Not to mention that you have to park the car about 300 meters away from the building, return to the building and walk all the way around to the back of the building to drop the keys on a drop box that it’s not even well identified and with poor visibility because it is dark. Try doing that with your luggage.

The experience at ACE Rental was extremely disappointing. Despite booking a car for a week, the receptionist was rude and unprofessional. Even after providing proof of insurance coverage, he refused to release the rental car and insisted on receiving personal information via email. This lack of customer service and trustworthiness makes ACE Rental the worst choice for car rentals. I strongly advise against renting from them and will not be recommending their services to anyone.