Horrible service at this location! After booking a car rental I tried for 3 days straight to call the location directly and they literally shut off their phone lines. Then I get here to pick up my car and they do not have it then forced us to pay more for something similar stating it was an upgrade. Worst car rental experience of my life and a horrible way to start our vacation! read more

We had a rental agreement to rent a car for 30 days starting today (3/2) at a rate of $1,500.00. Unfortunately our flight was canceled due to weather which is pushing our arrival back by 3 days. Upon calling to inform them about our delay, we were told that the contract is now void and the cost would go up to over $4,000.00 for 27 days. How is it that the cost of rental for 27 days is almost 4x the original cost? read more

Nothing like traveling all day to Hawaii - then standing in line for over an hour to get our car. Buzz Kill!! Wont use Avis again!!!

Worst customer service I have EVER experienced. 59 people waiting for HOURS and only ONE agent. Unless you want to spend FOUR HOURS at Avis, do NOT rent a car there. EVER!!! YOU HAVE BEEN WARNED... Waste of an entire day!! read more

If you get a better price at Avis, ITS NOT WORTH IT! This place really really sucks! They are so slow. There cars don't work. They hassle you big time when you want to exchange for a working car. Tried to give us a car instead of the SUV we paid for. Told us we only rented a car. When we asked someone else to look and she told the first girl we did indeed rent an SUV she didn't apologize. Like I said. This place sucks! Not worth the money you might save. Never again. read more

This is the one car rental place not to use at this airport. Massive lines, longer than all the others, two hours to get through the process. Just use a different company. Amazing how bad it is, but I guess cheaper so people keep on using it- all the rental compnies are poorly rated but today this is by far the worst. read more

I rented a Mustang convertible through Costco. I waited in line for 45 minutes. The guy asked me if I wanted the insurance coverage. I stated that I did not want the coverage. Apparently he put it on there anyway. I signed the form without looking assuming that he would be honest and not sneak unwanted optional items onto my bill. I didn't realize until I got my final receipt that I had been taken advantage of. I called Avis and they said there was nothing they could do. I'm out over $200 because I made the mistake of trusting that the agent would do what we discussed. read more

This Avis location is the picture of inefficiency and apathy. It took well over an hour to get my vehicle after arriving at the facility via their shuttle. I can see why Avis dropped the "We Try Harder" slogan, because they clearly don't!! I haven't used Avis for awhile, and I will resume my avoidance. read more

Rented from Avis in Ft. Lauderdale Fla, I had a confirmation for a intermediate sized car. I fly there once a month to visit my mother. I take a red-eye, so I am at their counter at 6:00AM At first I could not find an employee, then one finally came out, and signed me up. I happened to ask what kind of car I was getting, and he told me a Ford F-150, well there was no way I could get my 90 year old mother in that, he then told me he didnt have many cars and I could come back in an hour...where should I have gone? Back to L.A...He finally found a small Hyundai and I left. I will NEVER rent from Avis again read more

the merger of Budget and Avis is a disaster personified in OGG Kahului Maui. first, why pay a cent more than Budget when you are herded on to the small Budget busses along with the Avis folks. Avis preferred?? Good luck gaining any benefit as you get your car assignment in an email, but the shuttle driver is crammed with Avis, Avis Prefeered, and Budget customers mixed in and cannot take time to let you off at your vehicle. We arrived at 2 pm and had to wait through 3 busses loading ahead of us to even get on the shuttle. Careful!!! they claim to be going paperless and will have your preferred contract at the gate awaiting your departure.. They do have your contract but did not offer the paperwork to show existing scratches and dents. Since you are holding up the line to exit as you make your inspection and mark the documents cars backed up six deep putting pressure upon you to do a cursory inspection at best. This merger is ruining the Avis Preferred program. Why pay a cent more if are treated like the cattle car discounters? read more

Fraudulent. WAS a loyal Avis customer so much I recommended the Avis in the Maui airport to a close friend to rent a car on their honey moon. He prepaid and declined the insurance. When he got home from the honeymoon he found they charged his cc WITHOUT his authorization an additional 240.00. When he called they said it was for insurance. He pointed out he declined the insurance at the time he prepaid and they only offered to refund less than half. NO LONGER A LOYAL CUSTOMER. CHECK YOUR CC STATEMENTS! I'll never refer them again. I read more

Horrible experience! First of all, we prepaid $769 nearly 3 weeks before we arrived, which I am sure is nice for Avis. We waited in line at Kahului airport for 30-40 minutes before we got the shuttle to the rental facility, which is several miles away, then at the facility, we waited about 90 minutes (no, I am not kidding or exaggerating) for our car. This was on a Saturday so perhaps that was not great planning on our part but I've travelled a great deal and never had a wait like this anywhere. So we got to our hotel about 2 hours later than would have been normal, cutting a large portion of Hawaiian pleasure from our first day. We returned the car at the exact time we said we would, 7 1/2 days later. The final invoice was $668. Oh, great, I thought, we'll get a credit of $101. We got our credit card bill a couple of days after we got home, and there was no credit yet; not surprising. So, I called a few weeks later to make sure we were getting our credit. Nope, Avis' policy is that if you prepay, you don't get any credit if you get less value than you paid for! We will NEVER use Avis again, anywhere. read more

Another "wonderful" experience at Avis. The line at the airport was very, very long. Only three customer service attendants even though they had many other desks available. "It's always like this" they told us. Got the "premium" car upgrade which gets you a Chevy impala with 26K miles, no back up camera or sensors and a very squeaky steering wheel as well as a broken key FOB. They made sure to tell us if we choose our own gas that we had to fill up the car within 3 miles of the airport AND bring the receipt. When we got there with the receipt (stupid me, I follow the rules), they said they did not need it and they tell everyone this because some people "fill" it up to the "bottom of the F". Oh, forgot to mention we ended up in the "old" rental car location near the airport where a young employee who could not let go of his vape device asked us to turn right, then right, then left to a service road--- (he actually took a few deep puffs and told me to wait on my question before giving me the clear directions). Like I said. Great experience! Enjoy. read more

A horrible place to start your vacation. Agents were taking 15 minutes per customer (yes I actually started timing them) with 20+ parties waiting in line. They chatted it up, talking about where they lived, giving lengthy directions to Costco, and tried relentlessly to up sell everyone on insurance and gas options, all while seemingly oblivious to the massive line in front of them. After finally getting through the desk, our car was still in queue to be washed, so had the pleasure of waiting another 40 minutes for that. I will absolutely be going back to Enterprise next time. Done with Avis. read more

These guys don't deserve 1/2 of a star. This was my worst experience ever at a rental car place and I've used more than a few throughout my travels. For starters, I had to wait for 35 minutes for my car. Ok, not a super big deal, I'm a patient man. What was worse was that the family I was traveling with waited for better than a hour causing us all delay in getting to our resort. After about 45 minutes of waiting for their car my travel partner asked were their car was. The attendant ask the desk said it was in the stall noted at the top of the paperwork. Well that was interesting because there wasn't a car in the stall at all, it was empty. When he asked to speak to the manager, the attendant said the manager wasn't there. I went to another attendant and ask for manager and this attendant told my the manager was out but the lead was down at the other end of the counter. She was right next to the first attendant. She was completely ignoring our complaint. When she was confronted (yes, confronted because now were upset about the lack of concern) she seemed to care less about our situation. Yes, my travel partners were finally put into a car, but what a terrible start to a vacation. I simply can't stand manages/supervisor/leads that don't want to step up to plate plate and manage. This lady should be fired. Thank goodness the people at the Hyatt Regency were we stay were super professional, and helped us forget about this bad experience. Avis will never get my money again. I'm sticking with Hertz and Enterprise. read more

We rented a 2-door Jeep for 10 days in Hawaii. We knew it would be expensive, but that's what we wanted. The lines were short, but very slow- it took us 40 minutes to get our car. We were told that they would throw in a tablet for us to use while on the island to help with navigation. Although we didn't need one because iPhones work perfectly for navigation, we took it because we figured it was 'thrown in' like the employee said. We were on our way. Ten days later, we returned the Jeep and got the receipt only to find out we were charged $21.99 per day for the tablet, that we barely even used for a total of $197.91! We called the customer service number to dispute the cost and they were unwilling to reverse the charges. We will never be using Avis in our future travel endeavors. read more

very pricey and slow service, close to airport was about the only positive

terrible lines at arrival at 10PM! Horrendous customer service... while making initial reservations we were double charged. After filing a claim and speaking with multiple managers we were told it was corrected a few days later. At the return of our rental, we were still double charged! After speaking with them for the 4th time, they still have NOT assured us that the charges will be corrected and have shotty notes on our case. Crappy business and will never give them our business again. eff you Avis! read more

I always have a hard time figuring out why the service is so bad at rental car places. We arrived with the reservation all set and confirmed. There were 4 employees working the counter and we were the only customers in the building but for some reason it still took almost an hour to get our car which we walked by on the way in (convertible Camaro). Make sure you spend some time noting all the damage to the cars on the check out because they are all pretty hammered. Anyway we drive down to Kihei and we get a flat tire. No big deal things like this happen. We take it back in the morning and they tell us that we are going to get a different car rather than just putting a different tire on it so there was 4.99 per gallon they charged me for (had I known I would've gone to Costco on the way for fuel since it was 3.29). So they have us waiting for 45 min before I go back in and ask where the car is. They scramble to the phone and say oh we had to wash it twice so that is why it is taking so long. Had this been true it would've been ok but if you are going to make up some BS story you should probably make sure the customer cant hear your conversation about forgetting to have the car brought down. To add insult to injury the car was dirty inside and out. All I can say is one star is pretty generous for how this place operates. Another thing to note is almost all of the good reviews for this location are from people that live on the islands so it is possible they just don't like tourists which I get but if that's the case then maybe this sort of job just isn't for you. read more

Horrible service. Arrived on time for appointment, waited an hour. They didn't have our car and had to wait another hour. Rude, unhelpful, unconcerned staff. Ridiculous- I don't care if you're in NYC or Maui you are a business and you should be consistent! Never again! Never through Costco. read more

Beware of the counter people in Maui. We rented our car on a Tuesday and used our credit card (the only expense so far on our trip). When we arrived at our hotel, I received a call from my credit card company asking me if I had just charged $621 in New York. I said, "Absolutely not! I'm in Hawaii!" They said they had stopped the charges and cancelled my card. I am convinced (although cannot prove it) that the agent at the counter fraudulently stole my credit card number and immediately sold it someone. I asked Avis to look into this; but the said there was nothing they could do. Be extremely cautious renting from Avis. I believe they have emoloyees who are dishonest and criminals. read more

Got stuck with Avis as it was part of a 'package' that my wife bought for this vacation. We come to Maui once or twice a year, and usually use Dollar, which I usually upgrade to a small SUV or mid-size car. So I 'up-graded' to a mid-size car with Avis well in advance, and imagine my surprise when I got here to learn that their interpretation of a 'Mid-Size' car is a Nissan SENTRA or Chevy Cruze?!? Spending the previous 21 hours just getting here(only a 5-hour flight, but the wife chose Delta-end of story), I was in no condition to argue, so I simply chose the freaking Cruz and ATTEMPTED to be on my way. Imagine my surprise YET AGAIN, when I ATTEMPTED to stop the car at the exit gate, and despite pushing ALL the way down on the brake pedal, the car DIDN'T STOP!. Luckily I still had a few brain cells firing, so I used the emergency brake, then got out of the POS and went back into the office. Now we have a lovely Nissan Sentra that looks like multiple people have taken keys and ball-peen hammers to its exterior, but it got us to our hotel. If your're reading this review and have a trip planned where you'll need a rental car, I suggest that you save yourself some aggravation and FORGET Avis. read more

Discount Hawaiian placed us with Avis. It was a gong show. I had booked a Mustang, but apparently they don't understand what "reservation" means here. Took an hour of discussion to get a four door Jeep. Next time I am back, I will be using any other rental car company than Avis. Complaints to Discount later were useless. read more

Our car from Avis was fine, and dropping the car off was easy. My complaint is the pickup. We dealt with a desk employee who was pretty rude. She didn't seem happy that we didn't want to upgrade to a convertible, and she also didn't like that we didn't want the AVIS insurance. She even said "It looks like you didn't call your insurance to make sure you're insured." We didn't even argue, but we later called to make sure because her sales tactic made us paranoid, and yes in fact we are covered with our AAA car insurance. Here's a tip to AVIS and other rental companies. You're the first people we meet at our destination. So it's not cool to talk to people like that - doesn't really help out your tourism. I won't be back to rent at this office. read more

$100 a day for a Wrangler? Do not rent with this company. Get a pre-paid package with your expedia or travelocity booking and check with your credit card company to make sure they cover liability/insurance on your car rentals. read more

Original quote was $39 per day for four days. Extended two more days and agreed on a total of $255 for the trip. On the return after all of their made up fees the end cost was $398. Could not feel more taken advantage of. read more

Poor customer service. We were told it would be a 16-18 minute wait for our vehicle. After 30 minutes, we inquired about the delay with a staff member who stated it would still be a couple minutes with no updated time frame. It took another 20 minutes for our car and we received no assistance or explanation from staff regarding the delay. As someone who has worked in the retail and customer service industries this was overall poor service and poor awareness of the customers. We will not be renting a car through this company again. read more

Nice people, exceptionally slow service. In line over 40 minutes and we were about eighth in line. Not enough people to help. It kind of gets your day off to a bad start. read more

The staff was friendly and helpful, but here are the problems with Avis. They are renting so-called "Intermediate" cars, which are really compact cars. Elsewhere, when I've rented an intermediate, it was a Toyota Camry or similar. Here you get a Mazda3. I asked about Toyotas and they said there "aren't any on the island." We drove past a Toyota dealership in from the airport and they are advertised on the Maui rental car site specifically. Hmmm... then the little compact "intermediate" car turned out to be keyless. I was assured that's what "all" the new cars are now. Even though learning to drive a keyless car on vacation was the last thing I wanted to do, I gave it a shot. Couldn't get it to move at all, even after some direction, until I stepped out of it and it started to roll forward. It was a big drama to get an actually keyed ignition (what a concept) - a Mazda5. Still considered a compact, but a much roomier car - big enough for my mother's walker, which was the reason I rented an intermediate car to start with... I rented the car through Costco and will share this review with them, as we rent cars about 8 times a year. They can do much, much better, especially given the number of older folks visiting Hawaii on vacation and probably not interested in learning to use a keyless car that could easily get stuck in an intersection, judging by my parking lot experience. read more

Not sure what's wrong with this Avis rental but everything is just terribly operated. Expect long lines, slow services.

Worst experience. Until today I am still fighting with the charges on my credit card, even though I got the full insurance, returned the car full of gas with not even one scratch. read more

Wish I could give this zero stars. From the airport, wait in 15 minutes to get in bus line. Then 45 minute line to get car. Representatives are in no hurry although the line goes out the door. Worst service, will never rent from Avis again read more

Poor customer service. Service agent was dry and sarcastic. She couldn't find our reservations in the system and after a long moment of us getting anxious she then tells us she can give us a car. She then gives us a mustang without even telling us presuming we would want one, when what we needed was a sedan to be able to transport family for the weekend. read more

Don't waste your time & money with this agency. Due to the inappropriate way I was treated by the Kahului Airport Avis Car Rental Agency, I will never rent a car from Avis again. Please allow me to share how I arrived at this unfortunate decision. On Tuesday, August 1, 2017, my wife and I retrieved our rental car from the valet service at the Westin Nanea Ocean Villas in Kaanapali, Maui, Hawaii. We noticed some damage to the right side bumper, upper right panel, and a cracked right front light which had not been there before the valet service parked the car on Monday afternoon. After connecting with the resort manager of guest services, we proceeded to give a report to the security officer. He explained that we needed to obtain a report of prior damages to the rental car from Avis. So, I attempted to call the Kahului Airport Avis Agency over a six hour period. My first four calls were to four different departments at the agency which never picked up. In fact, the recordings would tell me to "please hold." Then, after hearing this four times, the voice system would say that I couldn't be connected. Needless to say, this was very frustrating. Over the next six hours I sporadically tried to reach the agency, with many of my calls getting a busy signal. I ceased calling around 9:00 pm. The next morning, I phoned the agency at 6:03 AM, finally reaching an agent, Sharon. I explained to her what I needed and she informed me that she would obtain the record from the previous renter's damage report. She told me she would call me back on my cell phone. Well, by 8:33 AM, I had not received a call from her. Therefore, I tried calling her but could not get through. The same problem from the prior day was happening. I would call a department, only to hear the recording again, regarding "please hold ..." Thus, I decided to call Avis Support. Antonio, the representative, began hearing all about my bad experience, but he had trouble listening carefully, which was somewhat frustrating. I asked him to make a call to the agency at Kahului Airport, but he stated that he couldn't. I then asked to speak with his supervisor. Gabriel, a very attentive and cordial supervisor, continued to help with my situation. He was able to get through with a conference call, reaching the Kahului agency's supervisor, Lei. After trying to explain to Lei my whole dilemma, he said he would have Sharon look further into the matter. I strongly said I did not want her to continue with my problem because she had not called me back for over two hours. I was quite unhappy at this moment. Lei said he did not need to listen to my tone of voice and hung up on me. At that point, Gabriel said he heard all of this and would document my conversation with Lei. I asked him if I was yelling at Lei, to which he replied, "No." My total time with Avis Support was about 30 minutes. The case number is 20596729. Right after I ended my call with Gabriel, I received a phone call, around 9:15 AM, from Sharon, with the Kahului Airport Avis Agency. She said she found the damage report and that I should drive to their location to pick it up. I said the drive across the island and back to the Westin in Kaanapali would be quite a long drive. I asked her if there was an Avis agency close by and she informed me that she would fax the report over to them. I arrived at the Kaanapali Avis office at 10:55 AM (one hour and 45 minutes later), only to discover that they had not received the fax. The agent there had to call Sharon's location, finding out that the Kahului office had sent the transmittal, but Kaanapali hadn't received it. Why the Kahului office didn't call the Kaanapali office to check on the transmittal baffled me, especially knowing my situation. However, I guess my problem wasn't a priority to them, like I felt from the very beginning of the morning, starting at 6:03 AM. I finally obtained the fax from the Kaanapali agency at 11:04 AM. This whole ordeal was very frustrating, costing me about nine hours of my vacation time. Therefore, I hope you can understand and sympathize with my struggles. As I began my letter, and now conclude; I will never book a car rental from Avis again. Regretfully, Jerry J Fischer read more

We were back again and decided to use Avis again since we had such a good experience last year. All I can say is that our experience was fantastic. We had the same staff person as last year and she remembered us and made sure that we had a smooth transaction again. I scheduled my car online and had a great rate for an intermediate car for a 7 day rental which in the end ran about $200. Certainly if you need to purchase the insurances the rate is much higher however we are covered well so did not need to do this. We had a Mercury Milan which was very comfortable and I was lucky when I arrived that there was no one in line. I was in and out with my car in 15 minutes and the drop off is just as quick. All I know is my experience has been great both times in the last year with them. read more

The price was awesome! (package through orbitz). The car was a brand new 2012 ford fusion for a economy compact vehicle. It took us everywhere we needed to go. The young lady that helped us at pick up was awesome! (too bad the budget sister-company gets a fat F, for not helping me when they could of when I arrive late). So, overall awesome. Check in and check out was quick with no sales of anykind. Plus they had a free booster seat for us! read more

Very pain free check in and drop off with these guys. They pulled the car up to the door for us before we had even walked out. Also they have restrooms in the building which is nice while you wait after a flight. The final bit that solidified 5 stars for me is that my wife left her keys in the car, and it was very easy to get ahold of them and coordinate getting them back. There were multiple hangups on our end but they kept calling back and making sure we got them in a timely manner. Great customer service. May start renting from Avis more rather than enterprise now. read more

The worst car rental experience. Utterly inefficient. Almost two hours to get the car. Wow!!

We rented using Avis on the Big Island, in my other review of that Avis I hoped was an anomaly, perhaps it was me having a bad day. The car was fine, it was clean (Kona was not), we checked out and left the facility. I got about 3 miles down the road, looked at the fuel gauge and saw only a quarter of a tank. I had to drive back through town, around the airport back into the facility, explain what happened, so that I wasn't ripped off of 3/4 of a tank of gas, I waited for a few minutes for the car to be filled with gas only to go back into the office and ask if we could just get a different car. The agent handled the process in a mediocre way, but to be fair, I was tired and I felt angry at the time it happened. In hindsight - as a customer-centered organization it should have been handled better and let the customer know that their business is valued and should have been given AT LEAST an apology. In the end, the car worked well, the service was passable, and no surprises from my invoice in the end. Now, would I use AVIS again? Probably not, they didn't seem to care much about my business, I'll use my Hertz Gold when possible and if I can, I'll check out the competition and see if they care more. As they stopped using the slogan in 2012 and evidently they don't really seem to embrace it today, they certainly don't try harder any more. read more

I booked a rental car online with my Capital One credit card company 2 months before my trip to Maui. I paid for it at that time. When we picked up the car, the man behind the counter said we could get a better deal on a different vehicle, so we switched. He never said it was an upgrade, but charged my credit card another $200. Don't rent with Avis, and read every bit of fine print because they withhold information to get more money out of their customers. read more