ACE Rent A Car

DO NOT RENT FROM GREEN MOTION OR ACE. We rented our car from ACE at London Gatwick, where Green Motion is the car provider. First impression, we had to wait nearly 25 minutes for the shuttle to pick us up from the airport. Then, when we arrived, we received horrible customer service from the Green Motion employee. She was rude and argumentative and kept giving us attitude when we asked questions about certain charges, probably because she didn’t know where those charges were coming from and what they were. We truly wanted to know what the charges were and she couldn’t provide an answer and became very defensive. Additionally, we had purchased car insurance through Priceline (booked the car through their site) but apparently Green Motion doesn’t recognize that and the employee kept pressuring us to purchase their insurance on top of the insurance we had already purchased. She kept trying to scare us into buying it by saying things like “a lot can happen during your rental period,” etc. we didn’t purchase it and therefore had to put a charge of $3,000 on our credit card as a hold in the event something did happen. Additionally, the company had the wrong date for our return date. Our booking was to return June 5th but she insisted it was June 6th even when I showed the printed receipt of our reservation showing June 5th, therefore we paid for an extra day even though we didn’t need it and had to return the vehicle on June 5th like we had booked.

On top of the horrible customer service, we didn’t receive the vehicle we had purchased. We rented a “Ford Fiesta or similar”, which would imply a 4 door car similar to a Ford Fiesta, but we received a 2 door Fiat that could barely fit our 2 suitcases. Again, we received angry comments and were told that was our booking and we could pay nearly double for a four door similar to a Ford Fiesta... this goes completely against what our booking said and I even showed her the printed out copy of our rental, but she refused to even look. We struggled for 12 days with the Fiat jamming our suitcases through the door to fit behind the front seats since it was only a 2 door car with a barely existent trunk. Also, the AC in the car didn’t work for the entire trip.

Overall, this was a horrible experience. We will never rent from ACE/Green Motion again, and I recommend you don’t either!

Booked a car with what we thought was Ace to find out it was with a company called Green Motion Car Rental. Your company has horrible customer service and gives out false advertisement. We arrived at 5:30am on Sunday, June 23, 2019 to drop off the rental and catch the shuttle to the airport that was supposed to start at 6:00am. Your hours on the office door said you would be open from 7:00am and the card that was stapled to our contract agreement said that the shuttle begins at 6:00am and leaves every 30min to the airport. There was 2 men that arrived to open the door at 6:00am, saying they they actually open at 6:00am instead of 7:00am. One was a tall, white slender man and the other was a short, stocky white man. When we asked the short man about the shuttle, he said that doesn't start until 7:00am. I showed him the card that was stapled to our agreement and he said that it was the old one and there was nothing he could do. I explained to him that the manager or the company was the one who gave the card to us when we picked up the rental car on Thursday, June 20th around 9:00am. We asked him to call his supervisor/manager and he said that he was not calling him at 6:00am. So we asked if he could recommend a taxi service so we can get to the airport and he said that was not his job. On top of that, it was cold outside and I was sitting in the car with the heat on while my boyfriend called for a taxi. The stocky man came and turned the car off, filled out the form to return it and then walked back in the office. We walked to the main road and found a taxi that was able to get us to our terminal only 10min before the check-in counter for our flight closed. I will never book a rental with Green Motion from London Gatwick Airport again and will tell anyone I can to not waste their time with this company!