Complaints

This profile includes complaints for Manaloha Rent A Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Manaloha Rent A Car has 2 locations, listed below.

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  Manaloha Rent A Car

  200 Waiehu Beach Rd Wailuku, HI 96793-3412

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  Manaloha Rent A Car

  PO Box 790855 Paia, HI 96779-0855

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a car from Manaloha car rental for the dates 8/4-8/11. The car we booked was listed on their website manloharentacar.net as sedan newer, 07/16 ****** Camry or similar. A few days before the pickup date we received the details on the car to pickup and it was listed as a ******* Elantra. We called and emailed to let them know we had booked a sedan not a compact car. They said they had no ****** camry available, but the Elantra model they were giving us was newer, 2016 and only 2 inches smaller than a camry. By the time we had finally reached out to the car rental company, it was within 48 hrs and could not cancel based on their policy. Once we arrived at the airport we found the car they had given was a 2013 ******* Elantra, compact car in rough condition, and it appeared unwashed. We have pictures of the vehicle. This older Elantra model is significantly smaller than an Camry, 11 inches in length. Also only the valet key was given which made opening the doors and trunks very difficult. We emailed the rental company asking if we could have a sedan as we had booked, that the car was not 2 inches smaller as they had said but significantly smaller, by 11 inches. Their reply: As we already emailed we are currently out of the model ****** Camry, we do only have for now the Elantra. If a Camry or anything that is 2 inches bigger than what you have we will let you know We book a sedan as we are five people and needed room for luggage. We would have cancelled if not for the 48 hr cancellation policy. Our luggage and 5 people of course did not fit in the compact car and it was in poor condition. The rear passenger side door did not open properly as it was damaged along the side (we have pictures).

  Business Response

  Date: 08/26/2023

  We are really sorry about a non satisfied customer.

  in our website you do not see Compact car and the Elantra is still a Sedan just little smaller than the Camry. She could have cancelled, and we would have waived the $80 fee. She never complained about that car while using it , she could have bring the car back and we would have refunded the unused days, instead she enjoyed the car for the whole rental, going everywhere she needed to go. Then she contact you guys to get a Full Refund.

  For her Unhappiness the best my Company can do is a10% discount on her next rental with us.

  We have been in business 25 years and usually when people is not happy with our car they return it and we either change it with something else or refund the money of the Unused days. We never heard from her , she used our car for the entire rental without any complain.....

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

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20473957
  
  I am rejecting this response because:

  We were not given the option to cancel and waive cancellation fee as you can see in above emails.we reached out multiple times, emails and phone calls, the emails are above.  Later our phone calls were not even answered.
  Again initially We were told over the phone that we were being given a newer ******* Elantra and this was better then the only other option of an older Corolla, as you see in the email. the car given was 2013, and in rough condition, one door would not even open properly. I submitted the pics of the car previously where the door damage is clearly evident. 

  The manoloha car rental website has been changed since my complaint, however I submitted the photo in the original complaint which showed the option of a newer ****** Camry or similar as an option and a ****** Corolla or similar as an option. We reserved the newer ****** Camry or similar option. The Elantra is comparable to a ****** corolla, not a Camry. The dimensions of a 2016/2017 ****** Camry are 191x72x58, dimensions of a ******* Elantra 2013 is 191x72x58. Significantly smaller  

  We have rented many cars in the past and never had any issues. The car was not the type we reserved, a different size or class, older model, poor condition, unclean and the agents were unhelpful and unprofessional. 
  

  
  Sincerely,
  
  *********************