ACE Rent A Car

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Kellie's complaint against ACE Rent A Car

Kellie Selwood

13/09/2015

Shuttle cost and insurance costs not disclosed in booking

Complaint against ACE Rent A Car

We actually did not rent a car from this company in the end, so this complaint is simply for general information. We arrived in London, Heathrow after a 9.5 hour flight from Miami. Our car reservation with ACE car rental was made through Expedia. Our reservation receipt indicated that ACE did not have a desk at the airport, but did have a shuttle to their office (which is apparently in the Holiday Inn M4J4). After 45 minutes of asking just about everyone in the terminal at Heathrow, we found out from the agent at Europacar, that to get to ACE we had to take a private shuttle which was unaffiliated with ACE to the tune of $8 per person (there were three of us). Of course this would also mean we would have to pay the $8pp to get back. This was not disclosed in the rental reservation. In addition, we found out while booking a different car at Heathrow, that ACE does not offer standard liability coverage as most of the major car rental locations at Heathrow do and had we gone there to get the car, likely would have incurred more than $250 in charges for MANDATORY liability insurance. The fact that we might need liability insurance WAS disclosed on the reservation, but the amount was not and exceeded 2.5 times the cost of the rental which was $100. The fact that Expedia is promoting this vendor and that these very pertinent facts were not disclosed to us cost us 3 hours in delay and a higher price for a rental car (which fortunately I was able to book on Priceline using Heathrow's free wifi) than we would have if we had chosen someone else initially. I would avoid this company like the plague.

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