ACE Rent A Car

We booked this company from Expedia. It is offsite, so we had to wait for an hour for the shuttle to pick us up. Another hour for them to sort through the paperwork before we can get the car. The prices they wanted to charge us do not match the price I pay on Expedia. When we drop off the car, they charged us another $ 140 for an additional driver. Took us another 45 min to drop off the car. Staff isn’t helpful, they look like they hate their jobs. Didn’t engage us when doing the billing, it’s only when I almost walked out of the door I found out we were overcharged. Because of the delay at ace/​discount, we missed our flight. It is the worst experience I ever had with rental companies, for your own sake, stay away from this place. If I could, I would give this company zero star. I wouldn’t use them ever again nor recommend it to anyone

Worst service ever! Also if need to be somewhere make sure to be there 2h in advance because they are super slow!

If I could give it a zero, I would. The manager was awful, and rude. The new young employee was great, but the manager was constantly speaking over us and speaking so rudely to his employees. He was correcting his employees in front of customers. It was so unprofessional. It’s worth paying the extra money at a better rental company. This really showed that customer service does make a huge difference, and they were far from getting a good rating. Definitely left a bad taste. I don’t recommend this place.

This place is also called Routes Car and Truck rental, which was the name I rented the car from. I’ll have to admit they saved my butt. I booked a car online through a different company from December 21, 2103 to Jan 2. I booked it online and thought it was a done deal and then got an email the day before my trip that they were overbooked and cancelled!
I googled other companies and called Ace (Routes), frantic that I was not going to get a car the week of Christmas on such short notice. Thankfully, they said they could reserve me a car. It was only a few dollars more than the other budget place. I was so relieved but scared I would get there and there would be no car. But when I got to YYZ, they picked me up, as planned. I had read other reviews that there were issues about insurance being sneaked on to the bill but that didn’t happen to me. I asked them about hidden charges, they were fine with writing the total price on my estimate. They seemed confused about my American State Farm insurance card and asked if they could call them to confirm I had proper coverage. Fine by me.
I got the car just as that crazy ice storm hit. I asked about the tires and if it had an ice scraper. Sure enough, there was one in the back seat. The tires are «all season» but I guess thats my problem. If I wanted snow tires for the upcoming storm, guess I could have upgraded.
The only thing that sucked was that the windshield washer fluid tank was empty. I noticed it right away and stopped to get a jug. I’m glad I noticed, I wouldn’t have wanted to be on the highway and not be able to see. They need to top up their fluids more often. But other than that, the car was fine. I dropped it off at the end of my trip, the bill was exactly as stated and they dropped me off at the airport.
The directions to the shuttle phone and pick up area could be a little better explained. If you’re not used to that airport, its difficult. I had to ask someone eventually where the shuttle phones were.
But other than the washer fluid and the directions, the experience was great and I am very thankful to have got a last minute car at a good price. They are much less than the mainstream companies at the airport and I will use them again, when I am in Toronto.

Like the previous reviewer, we did not have a good experience renting from ACE. It was off site and not very clear how to get to it. We had to ask someone at the airport before figuring it out. Secondly, we were not satisfied with the car that we were given (despite giving our preference). Third, like the previous reviewer, they did not include windshield wiper fluid with the vehicle (and this is rental starting on Christmas day, when there had been a lot of snow prior to). Will not go with ACE again.

Where to begin about the atrocious service and deceptive business practices of this company…
I rent lots of cars but, between Christmas Eve and Christmas Day this year, all the cars at reputable onsite rental dealerships at the Toronto airport were booked. So, I thought, what the heck, I will try Ace even though I realized it was offsite.
To start with, there was no explanation in the rental agreement for where and how to call the shuttle on arrival.
I had to Google the Ace 1 – 800 worldwide number after i landed and eventually got patched through to the Toronto office.
The woman who answered had apparently never been to the terminal before. She could tell me, in a thick accent, to get a train to the Viscount station (which she pronounced as if it rhymed with discount, which complicated things considerably) but she had no idea where I would find said train. I had to rely on friendly Air Canada staff to set me straight after I had wandered the airport for 15 minutes.
And, even though the Ace woman now knew I had arrived and would soon be needing a pickup, she did not bother to send a driver at that time.
After I finally got to the courtesy phone, I waited 40 minutes for the shuttle. Seriously! I called three times. When he arrived, the driver made no effort to open the door and watched me clumsily load me bags into his back seat. Only after I was in the van, did he say ‘I could have helped you with your luggage.’ Yah, I guess he could have.
Then, when I got to the Ace office (which was 5 minutes away, so why it took 40 minutes to get me, I do not understand) the woman behind the counter said my own insurance coverage, which includes rental cars, would not work because I did not bring in my full 8-​page agreement with Co-​operators. She graciously allowed me to use my credit card as insurance but charged me $ 9 for the privilege.
Then she told me that, even though the car was advertised as having unlimited mileage, anything over 200 kilometres would be charged at 15 cents a kilometre.
When she checked the car. She determined there was ⁷⁄₈ of a tank of gas left. Only after driving away, did I see that there was just ⁵⁄₈ of a tank left. By that time, I was an hour and 15 minutes late in picking up my son, so I did not turn back to correct the error.
Which meant that, even though I returned the car with MORE gas than I left with, I was charged an additional $ 12, and no amount of arguing would get the Ace staff to set things right.
As for the car… What rental agency in Canada ould sent a customer away without windshield washer fluid? Mine was EMPTY! I could barely see through the window on my drive back. Nor was there a scraper in the car, which is kind of important in this climate.
Bottom line … Do not rent from Ace EVER

This is a deceitful and dishonest company. First, they try to clip all customers by requiring them to either show proof of auto liability insurance (not CDW) or pay for their insurance at $ 10/​day. They make it difficult to prove that one actually has the insurance. Then, on return of vehicle they add airport taxes of 13%, even though they are nowhere near the airport. When challenge on these charges they resort to a lot of double talk. DO NOT USE.