ACE Rent A Car - Kahului Maui Airport Reviews 9

DONT BOOK WITH ACE RENT A CAR!!! SCAM ALERT!!!
They scam their customers by forcing them to buy additional insurance they don’t need. First of all there is a shortage of rental cars on Maui. So I already paid a fortune to rent a car. Mine was $ 787.00 for a compact, 5 days. And on top of it they added „Collision“ for $ 167.00 so the my grand total was $ 954.00.
So here is the story. When I arrived there was nobody behind the counter and I was told to check in with a “virtual agent”. I walked over to the screen and talked to an agent via live chat – Wow, what an experience. He asked me if I have coverage for rental cars with my insurance. I said yes and he demanded that I have to show proof. I took a screenshot of my ID car where it shows: Damage to rental cars is covered. So now he is demanding proof, that I have “Collision” on my policy. I am getting excited, stopped the conversation and called Progressive. I talked to an agent and they send me a copy of verification of my policy. BTW Progressive was absolutely helpful in this situation, I give them 5 stars.
However, in the meanwhile a real person (Ms. Ann Purity) was available behind the counter and I showed her the document on my phone. She insisted that I need to have “Collision”. I never had an argument like that when I picked up a rental car, so I asked her, why do I need this coverage when my insurance covers rental cars? So she is getting upset and aggressive with me, tells me that I don´t get the car when I have no coverage for “Collision” on my policy. With other words, she is threatening me - if I don´t buy the extra insurance - I don´t get my car. It was a very bad experience dealing with this agent because she used the leverage, no insurance no car.
So what can I do? Nothing, because I need a car for my vacation. So I paid for this ridiculous scam $ 167.00. And what did I get? An old damaged and dirty Nissan Sentra.
Yes, they had one of the lowest prices online and that’s how they lure you in. And screw their customers while they have no alternative. This situation was extremely frustrating, especially when you on vacation. So do yourself a favor and go to a rental car agency with a good reputation.

Don't rent from them!!! they assured me I had a vehicle. I called the day before arriving on Maui to once again check. I was assured yet again, they had my car. Then waited at the airport for the shuttle only to be told that they didn't have a car for me. Don't do it.

2.5 stars because car was good and reliable. But otherwise a very poor customer experience. First, they needed proof of my auto insurance when I arrived to pick up, but hadn't said so ahead of time. I didn't happen to have the latest with me and had to get on line to my co. to show the proof. (I later rented from Hertz in same place and was never asked this.) The clerk I was dealing with --at a screen in their pick-up office, not in-person-- was very machinistic, unhelpful and impersonal. Clerks in the room were probably overworked, but they were also very impersonal. (Very poor customer service.) The customers after me had the same difficulties and went elsewhere rather than resolving it there.
When I needed to extend the rental due to illness that made me unable to fly, they charged an extra $20/day for each day it was extended - thus doubling the original price. A one-time fee would be understandable, but each day?! When I later rented from Hertz for a few days, and then also had to extend that car, there was no fee for extending; in fact, the price went down because they automatically changed me to the better weekly rate... and Hertz' customer service was very pleasant and helpful.
However, the car at Ace was new, good, clean and reliable. I was completely happy with the car. But I would never do business with this company again if I could in any way avoid it.

I never write reviews but want to warn everyone that ACE Rent A Car will deceptively sneak in extra insurance charges if you're not super careful.

I had a very frustrating experience with this car rental company. They initially told me a $200 charge was for a deposit, but it ended up being labeled as an extension of my rental instead. On top of that, they entered my email incorrectly, so I never received a receipt. The receptionist assured me he had corrected the issue, yet after multiple follow-ups, nothing was resolved. I highly recommend staying away from this company—very disappointed with their lack of transparency and poor service.

They tell you you need insurance and you don’t! Before you rent a car from them, make sure you have your declaration page of your insurance saying that you’re covered. I didn’t know that got on the phone called my insurance company and had them email me one right over. They were so mad at me when I showed them I was more than insured! Then I made sure I took one of their employees had them on video walking around the car with me when I checked it out and showed him every single scratch on that car. I would absolutely not go with them. It’s not worth the hemorrhoids!

We had booked a trip to Maui for 3 nights with some friends of ours, staying with their boss while our one friend did some work over the weekend. Because we were taking our families, I decided to look for a large vehicle that would fit both families. I found what looked like a good deal with ACE on Expedia for a 15-passenger van. I made the reservation, despite being concerned about all the negative reviews I saw posted for ACE. Now I understand the low rating of this terrible company.
After arriving at the airport, ACE does not use the regular rental car shuttle/train and is located at a property off-site near Costco. Once we arrived with our families, I was directed to speak to an iPad. While I was being checked in remotely, the gentleman casually slipped in, “so will you be taking the basic or the upgraded insurance?” My husband initially said, “basic,” but I corrected him and said we wanted to decline coverage because our personal car insurance covers rental cars.
The man on the iPad said I couldn’t decline coverage because this van was a “commercial vehicle” and needed ACE’s coverage. We asked what the new total would be, and we were told it was DOUBLE the payment amount we had been quoted on Expedia. We said this was absurd and this should have been disclosed during the booking process. After asking to speak to the manager, we were directed to a VERY unfriendly gal behind the desk who claimed to be in a manager-type position. She kept saying that this coverage requirement is “located on the company website” and we should have known about it, but then later said that it makes sense we didn’t know because we booked via a third party (Expedia).
The friend that was traveling with us for work then came over with proof of his commercial insurance coverage. When he showed this to the woman behind the desk his commercial insurance card, she said, “You never said you were here for work. I don’t believe you’re here for work.” We asked what that was supposed to mean since we had never discussed the nature of our visit to Maui with her or anyone at ACE.
She then took a pause and said, “Well, I’ve spoken to my manager and we are not going to rent to you folks today.” Ummm… excuse me? She said she didn’t believe our story and was denying the rental. She then jumped on a call quickly where we heard her say, “We’re going to get a complaint, but don’t worry, it doesn’t matter.”
Never in my life have a seen such disastrous customer service. As we departed, I told her, “I understand now why your company has a 2-star rating,” and she snottily replied, “Oh yeah, do you?”
RUN! Do not walk away from this nightmare of a company.

We booked a Jeep Wrangler but upon arrival we were told that they were out of Jeeps and we could have a mini van. The staff was extremely rude. After discussion we managed to get the car exchanged the next day at our hotel. The compensation would be free gasoline. We had to wait in our hotel the next day as the driver only arrived after lunch. When talking to the staff on the phone they were again completely misbehaved. When returning the car, we only got compensation for the gasoline used in the minivan. I.e. less than 10 USD. We had to fuel the Jeep 100 pct. Again the staff was extremely rude and argued that they had to drive the Jeep to our hotel. Absolutely no apologies for not having delivered what we had ordered in the first place, but acted as if we were to blame. We will never rent a car with Ace again.

Very disappointed with this company. Show up to the rental office in Maui and there is an iPad with a remote clerk to check you in, despite the fact that the place was empty and there were 'in person' staff. It went fairly smoothly until it came down to getting the extra damage/ waiver insurance. I said that I didn't need it as I had double checked to ensure my credit card has the benefit. I initialed something that indicated I wanted this, even though I had verbally said I did not. Much to my surprise I was charged an additional $400 Canadian for this. I tried contacting bookking.com, the general ACE contact # and then the Maui office. I had to make many calls as no one was getting back to me. They said that they needed the California office to look at the iPad footage to see what happened. I waited for another week, called back and the California manager told that since we had already used the service they couldn't refund me. The point is that I never wanted the service in the first place and stated that to the person on the iPad. No mention was made of how much this service would cost, whereas it was clearly stated what the extra driver would cost. I feel scammed at this point. This was an error that I felt should be taken care of, but taken care of is the exact opposite of how I feel by Ace's customer service department.
I will never book with them again. :(
Purity at the Maui location was extremely good though, so I'd like to give big kudos to her.