Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a full refund for my reservation. I booked the car picked it up only for it to be INFESTED with ROACHES this is unacceptable and the uncleanliness I had to deal with along with having to pay another $150 when I arrived. In addition to a filthy car, you offer a paid service for a service they can not provide, the company does not even answer the phone when needed before or after hours especially not during business hours. I paid additional money for road side assistance they didnt answer my calls i spent most of my time driving back and forth a person at the company said they would issue my refund but they have not responded back to me. The company is Nu car rental and all save car rental combined.

  Business response

  09/11/2024

  To whom it may concern,

  Attached is the signed rental agreement regarding both the "Maui Insects" as well as no refunds for early returns. We did for courtesy refund the customer for unused days for our collision damage waiver. We would have been more than willing to exchange her vehicle for the customer but customer decided to end her ********************** agreement with Allsave Car Rental and seek other arrangements. Around half of her payment for the rental bill was prepaid through NU Car Rental. Allsave Car Rental is a third party provider for Nu Car Rental meaning when someone makes a reservation with NU Car Rental on the island of Maui, they receive a rental vehicle from Allsave Car Rental Maui. Even if we decided on providing a full refund, we do not have the capability to honor it as we don't have about half of the money. With, based on the sign contract that was signed by the customer, we are politely declining any form of refund on our end due to the complaints brought upon us as it clearly states in the contract regarding both underlying issues. If you have any questions or concerns regarding any of this, feel free to reach out to your earliest convenience. 

  Mahalo,

  *******************

  Customer response

  09/11/2024

   
  Complaint: 22269095
  
  I am rejecting this response because:
  Listing Maui Insects on a contract does not justify an infestation caused by neglect and uncleanliness. This response is less than satisfactory. I ended my contract because this company could not uphold there end of the contract like customer service, cleanliness, and the 24 hour service which was not provided. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction: 6/11/24 Bought a 2015 ****** Rogue from Garden Island Auto, and found no spare tires, wrenches jacks, and all the required tools. Returned to the, Garden Island Auto and informed them the essential items were not there but instead, gave me an Emergency flat tire repair kit . Their reasons were that now day i cars do not need or require spare tires, jacks and other important tools..Called ****** dealer here on *****. Mr. **** and he said that all cars should have and are equipped with a spare tire, wrench, a ***** and tool, even if the spare was a small rim for the ****** Rogue. Went back to dealer, Garden Island Auto, and told the Manager, ********************** and told him and his boss from Kihei, Maui what ****** dealer's Kauai said. I told him if the vehicle had a blowout, what should I do. He said to call a tow truck. I also ask him if I should only need to remove the flat without a lug nuts wrench, he said he didn't know. I went on **** and bought me a set of tire, rim, wrench, and required tool. The items costs me a little over $480 which included shipment. I should be receiving them on or about 6/24/24.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I picked up a rental car and drove it to Makwao, HI- about 12 miles. I parked and went to buy food. I ate and returned to the car. It would not start. The engine did not crank and there was not even a clicking sound. The battery was obviously dead. I called the rental company 5 times and they did not answer. I left 3 messages. I called the emergency number and he told me that number was only for after hours. The rental company never answered my call. and they did not return my call. In the meantime, I needed to be at a dentist appointment that I made 6 months ago and could not wait any longer. I left a messsage with the rental company that I was going to have to call an Uber since they weren't going to help me in time and that I was going to leave the keys in the center console compartment. I caught an Uber to my appointment and finally received a text from the rental agent that they would come and pick up the car. I responded, "I wont be charged for this car, right?" They stated they do not handle refunds. This car was very beat up to begin with: it was covered in scratches and dents all over the car and something seemed wrong with the brakes. I questioned in my mind if it was even a safe car. When it wouldn't start, it was like the last straw, but it got worse because the rental company never answered my call. It was pouring rain, I got soaking wet waiting for an Uber, I was very stressed trying to rush to get to my appt, and I had to pay for an Uber back to airport as well! I filed an incident report with the company as they asked, I called their national line, as they asked, I also worked through Priceline (who I booked the car with), and NU denied my request for a refund. I just can't beleive they charged me for a car that left me stranded and that I had to pay additional money to get me to my appointment and back to the airport.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purchase of car in September and lack of helping out with car not as described

• Initial Complaint

  07/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a car from Kihei Auto Sales and was provided only one key. I asked for a second one from my salesperson, ****. He said he would look into it. I did not hear back from him and upon follow up was told I would not be receiving one. In writing, I asked to have the contact information from a supervisor/management. It has been 48 hours with no response. In looking into this situation, I have learned dealers are not required to provide two keys, however the standard, ethical and professional sales expectation is the disclosure of only one key prior to finalizing the purchase. I was not told there was only one key during negotiations.My trade-in car has two keys; the dealership has one. I have retained the second key and will provide it upon receipt of a second key for my newly purchased car.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Paid in advance for a rental car for our family vacation. When we arrived, there was no one there, and we called/texted/left voicemails for the next 4 days with no response. Their policy is no refunds, but there was never a time to actually get the car, and I never spoke to a single person. We had to spend $200 on Ubers and get another rental that was more expensive, so weve paid a total of $677 that we cant get back.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Really troubling time trying to work with Allsave/Nu Car Rental on our recent trip to Maui. Let me start at the beginningThey texted me for information, however the link they used was not mobile-compatible.Upon arrival after a long day of travel, the shuttle was 20 mins late (this caused us to complete an online rental with another vendor so we could drive away from the airport).If the office is called for the ******* location. No one will answer the phone. No one will return my call.When checking out, additional fees were charged far beyond what had been quoted to me when I rented the car (and chose them solely because of their competitive pricing). The cost for the rental was more in the end than their competitors.On day 3 of the car rental, the battery was dead. We reached out via their website, via email, and called the company number as well as the 2 numbers we could find on the website for the ******* location. No one could help ** at the company level. No one picked up at the location in *******. No one has since returned our calls for help despite us leaving numerous messages.We have now been forced to purchase a battery on our own dime.

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Car rental company charged a "deposit" that was never returned. Multiple calls over several weeks without an answer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩