Had an issue with

Ace Rental Cars

? Get a real response.

Got a problem with an Ace Rental Cars booking, pick-up, vehicle, or final bill? You can raise a complaint by phone, email, online form, or the customer portal. Phone is fastest for time-sensitive issues like being stranded at a counter or a disputed bond hold. Before you make contact, gather your booking reference, rental agreement, pick-up location, and any photos, receipts or screenshots of the advertised price.

Phone the Customer Service team (fastest)

• Call the Ace Rental Cars contact number on 1800 620 408 (Australia) or 0800 502 277 (from New Zealand).
• Use this route for urgent problems — a refused rental, a stranded pick-up, or a disputed deposit.
• Note the agent's name, the date, and what was agreed for your records.

Email your complaint in writing

• Send a dated summary to support@acerentals.com.au (customer service) or info@acerentals.com.au (general enquiries, refunds and cancellations).
• A written record is valuable evidence if you need to escalate later.

Use the online contact form

• Submit your issue via the Ace Rental Cars Contact Us page.
• Keep a copy or screenshot of the submitted form.

Lodge incident, toll or invoice disputes via My Journey

• Log in to the My Journey customer portal to review charges, toll statements and incident reports.
• Raise a query through the vehicle incidents contact form so it's logged against your rental.

Booked through a third party?

• If you reserved via Trip.com, Expedia, a broker or a travel agent, lodge refund and cancellation complaints with that agency first — Ace will direct you back to them.
• Other useful direct lines: roadside/mechanical assistance on 1800 996 010, insurance claims on 1800 550 028.

Ace Rental Cars routes all rental-experience problems to its Customer Service / Customer Relations team on 1800 620 408 or support@acerentals.com.au, as confirmed on the official FAQ page. There's no publicly published dedicated complaints department or named case-manager structure — complaints are handled through general customer service channels.

Here's what to expect, and the rights that back you up:

• First point of contact: The Customer Service / Customer Relations team conducts the initial review.
• Refund timing: Cancellations made directly with Ace at least 24 hours before the collection date qualify for a full refund. Third-party bookings are handled by the booking agent, not Ace.
• Itemised billing for disputed charges: Under the ACCC's rental car industry guidance, a car hire business should give you an itemised bill within 7 days of request and a reasonable chance to dispute a charge before debiting a card or drawing on a bond. Lean on this for any Ace Rental Cars bond / excess dispute.
• Communication method: Mostly phone and email. Keep written records — reviewers frequently report inconsistent or slow follow-up.

Resolution speed and quality vary by location and by whether the booking was direct or via a third party. Persistence and documentation make the difference. For full refund eligibility and timeframes, see the Ace Rental Cars refund guide.

These themes recur across verified reviews on ProductReview.com.au (rated around 3.2–3.6 out of 5 from roughly 374–376 reviews) and traveller reviews on Tripadvisor.

Undisclosed fees and price markups

• Extra charges — facility, recovery and admin fees — not shown in the advertised "total".
• These Ace Rental Cars hidden fees can add a substantial percentage to the agreed price.

Strict ID and documentation requirements at pick-up

• Customers asked for a second form of ID or extra documents not flagged at booking.
• Refused rentals when documentation was deemed insufficient at the counter.

Large bond and security deposit holds

• Unexpected deposits, commonly around $1,000, applied at pick-up.
• Difficulty getting the bond released promptly after the vehicle is returned.

Excess and damage charge disputes

• Full excess retained after minor damage, sometimes held while waiting on a third-party payment.
• Funds held for extended periods even where insurance compensation applied.

Refund and cancellation disputes

• Customers unable to obtain refunds when a rental couldn't proceed.
• Most often tied to non-refundable third-party bookings.

Late pick-up, shuttle delays and responsiveness

• Vehicles not released when customers arrived significantly late, leaving them stranded.
• Long shuttle waits and replies customers felt were dismissive about Ace Rental Cars customer service.