Ace Rent A Car
Reviews and Complaints

Honolulu, HI, United States Review updated: Sep 15, 2018
1 comments
Hi, on 8/09/2018 I booked a rental car via hotwire.com online. Selected hnl then date of rental along w/ times needed. Booked this rental only to find out on my confirmation e-mail this company ace rental does not open till 8:00am - 8:00pm. Instantly I call the local # to see if I can get the time changed for i'm arriving @ 6:00am on 8-30/18. Spoke to ted ask him why did the online not tell me 1st the company i'm renting from and the time of business he tells me he does not know why. I proceed to ask him if I can cancel my reservation he tells me no. So what do I do I ask when my time of p/u & d/o is 12:00 pm to 12:00am totally not going to work for my trip. He tells me he will change it to 8:00 when they open and he will take care of it. I go on my trip on 8/30/18 and wait 2 hours for the shuttle to pick me up only to be told again by ted you are early but he will sent the driver to get me. I arrive at ace rental on 30-60 ualena st unit #b. Ted tells me the car I reserved is not there and he will gve me another one ok so in the mean time he tells me if I had waited 1 week later I could have gotten this rental for 1/2 the price what a stupid thing to tell your renter sitting in front of you. He checks me out and I revieved a nissan sentra of i'm pressed for time to get my mom to her appt. Still need to go and pick her up. The reason I traveled to oahu was to help my mother. I take a walk around the car and notice one of the hub caps is missing ted tells me "as how" the last renter lost it really! So I leave and notice the ac is not getting cold but I need to pick up my mom so I continue on well ac does not get cold it's warm and about 3 hours into the day the passenger side seat belt is stuck and seems to be in a lock position we cannot get it to unlock. I call ace rental and tell them what is going on and ask to speak to ted. He does not come on the phone but tells me to come back and he will switch out my car for another one. So I return to ace to exchange the nissan now they are giving me a volkswagen jetta and this car is black and has alot of stratches on it bu, t so be it we need to get to the next appt. Well I put my mom in the car and it is so hot the seats is unbearable she won't sit it's too hot it burns her hands to touch. They didn't even take the time to check out car or cool it down knowing how hot it is at almost noon terrible. I turn the ac on to cool car down before we leave then I notice the the enging malfunction light is on. I get ted's attention and point out the malfunction light and tell him this is not right. I know this because I work for a car dealership and this is a safety issue. Ted in turns tells me that it is fine they "ace" did not have time to take care back to the dealership to have light turned off. I tell him if anything happens this will be on him and to note this down on my contract. He assures me it's fine I have no time to waste need to get my mom to the next appt. So we leave ac works fine but as we are driving there is a ekking noise coming from underneat like the brakes is dragging. I let it go thinking it will pass no it doesn't it gets worst by the 3 day mind you i'm on the other side of the island. Well by sat. 9/1/18 the brakes is making a louder noise like I the brakes needs to be changed. Cannot see my self going back again when I have 2 more days and then i'm leaving. Just dealt with the noice w/ the windows up and the ac on high. It was bad for people reacted to "hey you need to change those brakes" how embrassing but I was planning to return the car early on the 3rd before they close so I could tell them all the problems. What a terrible car so I return the jetta on mon. @ 7:28 pm and had to make other arrangement to get to the airport the next morning for I did not have a car. Stayed at a nearby friends house with no car caught a taxi to terminal. Any who's when I go to return this jetta I tell the check in agent dang here you go you can have this [censored] [censored] car back because it sucks. He didn't get his name and it is not on my contract he telsl me"oh no" they should'nt have rented out this car to you for it has alot of issues. I tell him yes the malfunction light is on & I did tell ted and the brakes is making a hell of a loud noices. He says yes and how sorry he is this does not justify the fact that you guys knew this and still rented this unsafe vehicle to me. He tells me he is sorry again and thank god nothing happened and he is glad we are ok. [censored] what the hell now i'm really upset and he goes on to tell me he will talk to ted and that he will write a do not rent out on this jetta. I am a avid renter of cars and for once I decided to go with a good deal which I thought I was getting only to be the worst rental ever. My safety as well as my mother was on the line for 4 days. I demand to know what will be done on this irrisponsible part of hotwire & ace rental this is so unexceptable and I will report this to bbb if no one response back to me. I am due a credit for this rental that was so unsafe from the get go. Serioulsy I could not see retuning the jetta to get another car and take up my much little time I had there to take care of business.

8/09/18 Booked a car from HotWire w/ date & time I would be needing it. When done clicking my hot rate to comfirm day & time I assumed this is what I was going to get. I printed out my reciept w/ confirmation # and it was 1- wrong time it automatically took it as 12:00 pm p/u & d/o. My flt in was @ 6:30 am so I know I did put the right time for p/u. Instantly I called ACE and spoke to TED on p/u time was wrong. So he advised me to just come on in at 8:00am because this is what time they are open. I in turn tells him it never told me that and what do I do for 2 hours. He tells me he doesn't know why Hotwire does'nt tell you of our hours. Any who's I get the shuttle @8:00am & is reminded that I am early and I say I know but it is not my fault I was given false info on renting from this Co. Sign out for my Nissan Sentra that does not have a full tank of gas & only to find out that the AC doesn't work it blows warm air and mind you I'm here to take care of my Mother for her needs & doctor appts. After about 3 hours into having this rental the passenger side seat belt locks up and we cannot use it & I already filled rental with gas. I call TED and tell them what's wrong & I'm bringing car back for another rental he tells me yes I have another one for you. Ok I go back to ACE to exchange and now I'm given a volkswagen Jetta before leaving we inpect vehicle and notice that the engine malfunction light is on I get TED's attention and point out the icon on dash and tell him this is a safety issue because I know what this is because I work for a car dealership and this is not right. He inturns tells me that it's ok and that they just never had a chance to take the car back to the Dealer to turn light off. I tell him to note it that it is on he say's no worry. So I'm press for time to take my Mother to her next appt. & leave. Well going down the road the ac works well but there is a eking noise thinking ok it'll go away so I assume it's the brakes that is dragging and continue on with my day. The next day the noise is still there but getting louder and on the 3rd day now the brakes is just making the loud squeaking noise like you need to change your brakes asap. But we are on the other side of the Island and did'nt want to go back and change my care yet another time. So used this Jetta for the next 2 days and dealed w/ the noise put the windows up and ac on high to mask the brakes noise from the brakes. There were several people told us that hey you need to change your brakes. So basically this was a piece of crap car that had no servicing done to it and they sitll rented it out. Not to mention that fear of OMG this car can malfuntion on me any time it was so stressfull to drive it but I was there for a short period to take care of business for my Mother and had no time to be dealing w/ my rental that is why we rent cars to not have to deal with this kinds of problems. This rentals that I pre paid for was unexceptable and did ask to cancel my reservation and was told is was not possible because of the pre-paid & if I waited a week later to rent I could have gotten it for 1/2 the price what a stupid thing to say to your customer at the time of rental. If you Hotwire wants to put out online deals then you need to make sure the Company that you are renting has cars that is serviced and dependable! I want to request a refund or credit on this rental you hot wire needs to do something about this rental everything was fasley advertised to me and ACE rental had unreliable vehicles to rent. My car was not washed properly because I had to stop to wash the windows outside and inside still had the rubber marks of last users gps suction cups on the interior windows had to clean that up my self. Put the catcher is when I returned the car on 9/3/18 I told the agent that this car sucked and he didn't get his name and it is not on my reciept. He told me that they should'nt have rented this car out because of all the safety issues what ever they were and he was going to tag it for no renting out. I had to return it the night before by 8:00pm because I was flying out on the 1st flt which was 5:30am the next day and there is no shuttle service early in the morning. This was such an inconvienence for me but I needed to return while they were open so I could explain about the car. This ACE rental does not even have thier address on their reciept or agent's name only a phone number. On top of the reciept shows the price they charge which is diffrent from the price I paid on Hotwire which I find odd that they would show the customer the difference at time of rental. Totally not happy w/ my rental & demand to know what will be done about his situation on my rental w/ Hotwire. This was unexeptable, unexereliabe and unsatified renting from ACE rental cars. Being a person that likes to plan my trips this by far was the worst rental in all my renting of cars. Please let me know what is the out come of this matter. Thank you, Laurie Pabre-DeCasa [protected]

I have reserved compact car through Expedia from January 31, 2017 to February 14, [protected]@ ACE car rental for in Fort Myers, FL. Reservation read Toyota Yaris or similar compact for $224.87 total. When I came to pick up the car at ACE, was told by counter agent that they do not have compact car for me and they offered me a pick up truck, which I refused. I never drove a truck, I am 67 years old why would I put myself in danger. Then the agent upgraded me to Hyudai ( Elantra), for $7.00 p/day I did not ask or wanted upgrade I wanted compact car that I reserved. I did not want to sign for upgrade, she told me I can not have the car. At this point I was tired, upset and hungry. I took the car which was dirty, had to clean front window because it was cloudy. It cost me $338.77 to rent the car. Other companies upgrade for free if they do not have a car that you reserved. The conter agent was unprofessional, disrespectful. It's a rip off. I will not recommend this company. Been coming to Florida for over 20 years never been treated like this . They should refund me for upgrade.

This company is a complete scam. They always have only one car in Austin Location. A Mid size SUV and it rents for less than a full size car cost. But beware...

I front desk people were very funny and supportive to get the reservation done. During that they told the car have some minor dents and it is marked in the form.. When we reached the roof top with all our luggages to pick the car, the car was a real dump. We picked the car and it was like riding a jungle. I have never seen such a pathetic car in my entire life time. We didnt return it because we didnt want to waste time.

The rental was for One day to travel from airport to my house and it is returned the very next day. The FUN ends there and the real face of ACE been shown from there... after a few weeks, I got a bill for almost 1K from Bentley auto claims, saying there were damages to the car which I have returned. I fought with them so much, but they were so adamant and looked like all these are planned well in advance. So they are waiting for getting you in to traps... Never ever rent vehicles from them.. Its a trap... well planned trap.

The reservation was made online.
At the counter they said the online reservation is only an estimate.
Counter person said if we did not like it we could go somewhere else.
It was late at night and had to wait a long time for the shuttle and then a very long time for service.
The car Check Engine light was on and the low tire light was also activated.
The rear tires had very little tread.
Only chose this company because they were the cheapest.
Ha! With the over reservation amount and the $250 charge to our credit card for deposit, it is not worth the few dollar savings.

At this rate this company will not be around for long!

This car rental place is a tiny lot several miles off the airport which has very few vehicles and does not honor reservations. It utilizes regular passenger vehicles which only hold a few people to pick up at the airport, causing extensive delays in ferrying passengers to its location. On the date of my reservation, not only did they not have the car I reserved, they had only four or five vehicles on the whole lot for rental on a weekday afternoon, most of which were SUVs. They made no attempt to obtain another vehicle from another agency/location as their stated company policy claims. STAY AWAY TO AVOID WASTING YOUR TIME HAVING TO GO BACK TO THE AIRPORT TO RENT FROM SOMEONE RELIABLE.