ACE Rent A Car 445 Kele Street, Kahului, HI 96732

"I would rate this company zero stars if I could. THEY DON’T CARE ABOUT YOU AT ALL. They don’t deserve any stars whatsoever. This company falsely accused us of damaging the rental car, basing their claim on a record which was 9 days after we returned the vehicle and providing pictures with no timestamps as "proof." They repeatedly insisted that we were the last one to rent the car, instead of addressing their internal management issues. This is utterly ridiculous. It's clear they have poor management, yet they shift the blame onto their customers. They point fingers and walk away without offering any apology or compensation for their false accusation. If you don’t film a video of the rental when you return the car, be prepared to pay for any damage that was done by other people, because they BLAME you first! Of course, they said “it is within our rental terms.” But is “Pictures with no timestamps or records from 9 days later can be proof to accuse customers of damaging the car” in the terms? Please investigate and find better team to do it. Because it seems that the customer service didn’t do their jobs. This company doesn’t deserve your money. Dealing with them will ruin your day, and they couldn’t care less."

"Update: contact to the said email yields to no positive outcome. Don’t bother. Just avoid this business! Our shuttle driver was nice and we were hopeful! But that’s where the excitement ended. We had reserved a “Volkswagen Passat or better” category over one month in advance. When we got to the counter, we were told that all they had was minivans. Then the person made a call and said she found a sedan. Unfortunately, this sedan was totally beat up and in horrendous condition inside and out. We still begrudgingly decided to go with this vehicle due to no other available options. Then when we loaded and started the vehicle, the tire pressure light was on. The service member merely filled air in the tires and sent us in our way. Looking at the condition of the vehicle, the tires, and now this tire pressure issue, we did not feel comfortable taking a chance with this vehicle. They said they would “take full responsibility if some issue arose with the vehicle.” But that’s just not something anyone wants to deal with on vacation. Ultimately, we ended up paying a daily fee for an upgraded vehicle which was a jeep. This whole process took over an hour. The whole experience was a total let down and added unnecessary issues, inconvenience, and delays during our rental process. The vehicle we did receive, I wouldn’t call it particularly maintained or clean on the inside either - the seats had stains and it was just old and unkept."

"We arrived at the Maui airport and contacted Ace to inquire about how to get to them to pick up our car only to be informed that they did not have any cars available and they would be canceling our reservation. To be told last minute that we had no means of transportation in an unfamiliar place is unacceptable. Luckily we were able to get another car from a different agency for a similar price. If you are able to book for a similar price at another agency I highly recommend it, I have never heard of a last minute cancellation like this with no explanation or consideration at any other rental agency."

"The two front counter people were friendly! The whole experience was enjoyable and painless. They even got us an upgrade to a Wrangler at a very reasonable price. Would rent again!"

"My husband and I took a vacation to Maui and picked ACE to rent a car from. We were helped by a remote worker (which was a cool concept), but she had essentially stated that we needed to buy insurance from them. We have our own insurance, but she made it seem like a requirement so we ate the cost that nearly doubled our original fee. Upon leaving, one of the in person workers was helping a gentleman who stated he was going to use his own insurance. The worker agreed and did not charge him for their insurance. My husband went to an in person employee with his printed out receipt and explained the situation. The in person employee told him it wasn't a problem and crossed off the insurance fee on the paper. We came back at the end of our trip to return the car (it was a nice Jeep) and my husband requested an invoice. The added insurance fee was not taken off. He recognized the worker that was helping him and told her she was the one that crossed the fee off on his paper in the first place. She acknowledged that she did do this and acknowledged the mistake, but said there was nothing she could do. We were not refunded the added insurance the remote worker made seem like a requirement. My husband was instructed to call a phone number the next day to explain the situation again. If we get a refund for false promises by the in person worker and pressure on unnecessary insurance by the remote worker, I will change this rating. Edit: I emailed the email suggested in reply to this review and was able to get the insurance portion refunded. I added two stars to the rating for the quick fix!"