Deceptive and bad business practices. They claimed liability insurance was required by the state of Hawaii, which is false. It’s optional. This led to an additional 30 a day charge, that was unnecessary. Not only that, they overcharged me - for fuel even though I returned the car with a full tank and they charged me an additional day of the liability insurance. Don’t use ACE and don’t trust them.
It’s not at airport and you speak with a sales rep over an iPad. Also made me buy insurance I already had informing me it was a “Maui” rule to add more. I wouldn’t use these people again
Car was fine and worked without issue. When I arrived I was told I was required to purchase liability insurance despite having insurance through my credit card, so the price was nearly double what I was quoted through kayak when I booked.
Terrible customer service. Didn't send the shuttle to pick us up for over an hour. We called 5 times to get the shuttle and were told it would be there in a few minutes each time. After the fifth phone call, we were told that they didn't even have the vehicle that we reserved, since we didn't prepay for it. Once we found out about not having the proper vehicle, we went to Budget, which is located directly at the Maui airport (OOG) and got a good vehicle. ACE was absolutely awful to work with. I feel sorry for the other 4 older couples who sat and waited for the shuttle, which may have never showed up. This ACE location requires a shuttle van and that service is very unreliable. In addition, their shuttle service does not start until 8 am, so if you have an early flight out of Maui, then you have to arrange for an Uber/Lyft to meet you at their drop-off location and drive you to the airport at your expense. Just rent from a service located at the airport for the best experience and not waste valuable Maui time at a car rental company who doesn't care about you!
Car was dirty- not comparable to car requested. Very slow and rude service at pick up and drop off
Ace booked rentals were transferred to another company called NU and it was a 2hr wait. Originally reserved a Jeep Wrangler for $400 but ended up with a SUV. Also had to make a new reservation at the counter with total bill being $800. Guess Im sticking with Enterprise next time…
