We rented a car and when we arrived the representative said they had a glitch in the system, that it was supposed to show online that there were no reservations available but it allowed people to still make rentals. Jessie was the person on that day and she was still somehow able to make it happen for us. She was friendly, professional and full of personality. We were very grateful for her that day. I realize that is probably not how a lot of other people's day went after us so the company should definitely work on that issue. read more

When make a reservation for a vehicle more than a month in advance, that vehicle should be available at the time you say that you are arriving. The fact that there are about 50 people standing around all waiting for cars is absolutely mind blowing. This is not the first time I've had this experience with enterprise, but I can promise you it will be the last time as I will take my business elsewhere in the future. read more

Enterprise Rent-A-Car - These are all the enterprise customers waiting for rental vehicles at this location - Car Rental Near Me - Key West, Florida

Was told in order to rent a car from this particular location I would have to have a reservation 1 week out in advance and was told I couldn't be helped at the location and when I asked if they could call the other location for me woman said no she was not able to assist me because she was too busy and this location closed early. I mind you it just opened.. She told me there weren't any more cars coming in for the day either and I really needed to accept I was not her priority as all of the other customers who book out 2 weeks or a month out were. all of this happened in front of 3 customers standing in the small waiting room which got 1 guy to say yeah! I need to get to work! Very unprofessional, inconvenient and embarrassing. read more

Brandon was super cool and professional. Took care of everything and made the experience smooth. Thank you Orville for the kindness and ride home. Amazing operation! read more

We had a flight cancellation nightmare while in key west. We also ran into angry and unhelpful rental car agents until we went to enterprise and spoke with Adonis. Adonis was not only kind, patient and helpful but he went out of his way to keep us happy and informed. Thank you, Don for the great service and help! You gave us a lot of peace and made our day!!!! read more

Like someone else mentioned in their experience, I booked my car at the airport, but since the locations have a very similar address I ubered to the location not at the airport. After realizing that once I spoke to the employee, he was SUPER HELPFUL. Thomas provided exceptional service and made sure I was taken care of so that I did not have to take another Uber to the airport location. Coming from LA/Orange County California area I was used to great customer service in which Thomas provided! Can't say that about a lot of other business interactions in Florida. Thanks Thomas! read more

Enterprise rep was nice but after landing and having the car reserved for a month it was not available. We had to wait a hour to get a car as did everyone else in line with us. They said it was an upgrade though I think it was the same size. They did not upcharge us though. They did however charge us an additional 20% surcharge as a deposit, which I have never experienced before as an experienced car renter. The charge was not on the final charge though so that was nice. The car was clean and in ok condition. Remember in Florida if you rent at an airport you will get a surcharge of around $13 a day after the first day, so be prepared to add that to your bill. read more

Do you like showing up for a car reservation and finding out that there is no car, despite the fact that you reserved it a month ago? If that is your idea of fun, this is YOUR rental car agency: the no-can-do Enterprise Rent-A-Car of Key West Florida. Others have noted it too and I want to verify it as well, this place does not honor their reservations and will leave you high and dry. In my case, they said they might have a car "in a few days". How nice, right? Staff rude and totally unhelpful too. Several cars arrived while I was there, but "no cars for you" was the mantra of this, worst-in-class, agency. The key for you is not to trust them and not to reserve in the first place, because you do NOT want to be in the situation that I was and that others were and be left without any car options on your vacation, so do not even bother reserving. Just go elsewhere...move along...don't stop here... read more

Made a reservation and received an email confirmation. When we went to pick up the car, were told, in a very rude manner, that other people had reserved the cars they had before us, so she was not going to give us a car. My husband explained that I was injured and needed to get to Miami to get a plane home. She could not have cared less. We then went to Avis and were treated great! read more

Never deal with Enterprise, especially in Key West. We had some car trouble and Enterprise did nothing to help us out and a local tow truck employee helped us out more. At the Enterprise location the employee working there ignored our comments and concerns (we had to drive to Miami to catch a flight) and basically left us hanging for 3 hours. We needed a new car and she would not even bother checking to see if any were available as she sat on her phone barely making eye contact with us. Extremely rude customer service. We eventually called Enterprise Corporate and changed the drop off location and then went to Avis who helped us out quickly. At the end of the Enterprise made us miss all of our flights because the lone Key West employee did not want to do her job. Would never recommend dealing with this Enterprise location read more

Had a confirmed reservation and when I got to the counter they told me that did not have a car for me. This was a mini van for 6 people to travel from Key West to Miami. Had to uber and cost me over $700.00. Employee could offer no solution and seemed to care less. Never again Enterprise and Expedia - Way to ruin someones vacation. read more

Ok it's confusing where you go for the reservation. Both locations have the same address. My car was at the airport instead of being nice about it. It was just go to the airport. So another $15 uber ride to pick it up. A little customer service can go along way. Update- the car was dirty. Someone else's tumbler was in the backseat and nothing had been wiped down. I went back into tell the person on duty and let them know a plastic piece was missing from the seatbelt. We had already used Clorox wipes we brought to wipe things down. Then halfway out of town I noticed the tank was only half full and couldn't find that noted anywhere on my paperwork. I called the 1888 number and the lady on the other end was really nice and added a note to my account. read more

Only reason I would give it a one star is because of Perry. Otherwise there would be no stars. After renting an premium suv from the margate office in Broward I get to my destination in Key West the dashboard display brake zero miles and to turn car in. I call enterprise to be transferred to roadside assistance and roadside assistance reserves a new rental at this location for me to trade In and pick up before 6pm on Friday. I get to the location and was there for thirty minutes in this small building for them to tell me that they are working on a military contract to give the vehicles to them. Perry keeps asking his manager John for assistance and every car that he thinks to be available the Manager John tells him no, going to airport, holding for a pickup, or going to Marathon. John walks out and attends to the same vehicles that Perry had already marked and lifted the windshields wipers for the military. I call the manager at the location where I originally rented from and Igor stated that it is mandatory for them to give me something. After hearing my frustration Perry takes me outside to give me a Nissan that was not cleaned although he was trying his best because his manager lacked professionalism, managerial experience and customer service. This was by the worst experience I have had with experience. Literally caused me to have an bad rest of my vacation while in key west. I highly recommend training for your entire staff on how to deal with customers. Update: since 10:30 am this morning the only one person after speaking with 20 people for the day searching for a vehicle on my own at 8:01pm on Friday at the Key west international airport, Eleazar @ eleazar.viani@ehi.com was the only person to provide me with the attentiveness, and caring that my family needed to get safely home. He deserves employee of the month because he could tell that I was frustrated being in a place that I not from and so far from home. Eleazar thank you so much. And still no one has contacted me about the stress I had to deal with and the price of the rental, because I rented a premium car and only had it one day and was given a intermediate SUV. I am just really happy to be safely home. Enterprise this was not fair on your part from the beginning and it took one whole to fix. I hope you al take a look at your current policy's and employee's who runs your establishment. read more

Currently been waiting for over 30 minutes to speak with an agent to get a copy of my receipt and to correct a billing error where I was charged two different amounts for a 3 week rental. So now after being on hold again for my phone was disconnected after two attempts to call their 305-292-0220 number. I see now why yelp reviews for this place are so shitty. I guess I will have to continue to try and get some one to pick up so that I h can get the correct bill and they can reimburse for the other erroneous charge. read more

Fred was very unprofessional. Treated me and my family like scum and left us sitting on the curb with no car or transportation. Do not use enterprise in key west. They treat you like they own you. Lisa... I would like to elaborate on how unprofessional Fred was and the. Went upon to da stove my entire rental reservation at the airport as well. Please call me 8595838766 read more

Not very good with their organization and billing. Still working on a dispute from 2 years ago. They treat US service members horribly and are not reliable at all. Would strongly advise for people to rent elsewhere. read more

No stars would be the best review one could possibly write for this establishment. The person working "Elena" was quite possibly the most rude and awful person on the planet. They were late with our "reserved" car, did not have it on the lot and then after an hour of waiting told us a car would be there in another 20-30 minutes when they had a whole lot full of cars. Save your time and energy and steer clear of this Person and establishment all together. read more

Don't bother reserving a car. That means nothing. You can reserve a car and then when you get there they don't have the car. They might offer you another car that's more expensive though. The lady was super nice, it's not her fault. But Enterprise as a company needs to fix this. read more

I made a reservation about 4 months ago with Enterprise in Key West. I arrived via a cruise ship on Thursday, and they sent a courtesy van to pick me up downtown. We only waited about 15 minutes for them to get us. Once we arrived at the Enterprise office, it was a short wait before we got our car. I had reserved an "El Cheapo" compact, but was upgraded to a Chevy Impala. Didn't ask for it, they just did it. Car was clean inside and rode good. Once we returned the car that afternoon, they took us back downtown. The driver was a really nice guy, but he kept looking back at us and talking to us (and not watching the road!) Great experience! read more

Enterprise Rent-A-Car - Car Rental Near Me - Key West, Florida

Called and made a reservation, showed up thirty minutes later and was told that they have no cars available but I could pay $65 more per day for a convertible. After complaining about the clear bait and switch they then said actually there are no cars and 6 people ahead of us on a waiting list that all had reservations and no cars for them either. Jonathan the assistant manager explained to me that even though I called the local number the agent that told me a car was available was a "third party" hired by enterprise that books cars regardless of availability. Maybe the 5 agents standing around should answer the phone when customers call in... In the end, they promised to call with an update by 6:30pm and as expected we never received a call... Ended up calling the Airport Avis rental car, talked to a LOCAL agent who actually answered the phone, reserved a car that she verified was there and picked it up 5 minutes later. read more

Enterprise Rent-A-Car - Enterprise: "just call, we won't pick you up" (or have the car you reserved...) - Car Rental Near Me - Key West, Florida

One of the best rental car pickup experience we have ever had! Austin was nice enough to go out of his way to personally make sure our car was washed off and cleaned before we took it. He also instructed us on everything we might need to know for a smooth trip up to Miami. Highly recommend! read more

Had a 9am pickup scheduled, were told no cars would be available until 11am. Shuttle to bring us from our hotel to the facility was late, and when we finally arrived to pickup our car several were available, although agents fumbled for about 45 minutes to assign us a vehicle. At this point, an agent let us know they would need to clean it first. We finally told him we were well over an hour late to our appointment in Miami and departed in a filthy car. Never. Again. read more

The worst experience I ever had with a car rental place. Customer service is horrible to say the least. After calling in to get assistance on attaining a receipt, you get placed on hold several times. They then take your information and do not call you back. So when you do call in, the representative over the phone acts like they do not want to be at work. The company needs to invest in classes or individuals that actually know how to talk to people. After being spoken to rudely by a lady who said her name was "Rebecca", I asked to speak with a supervisor/manager to which to she says they did not have one. Then when I call back, no one picks up. I wish I didn't have to deal with enterprise in key west. I will make sure I don't ever have to deal with them in the future. read more

Horrible operation. Key West is an expensive destination, it's a shame that this location looks like it belongs in a third world country, not the 2nd most expensive city, and one of the top tourist destinations in Florida. It is in terrible repair and they have the worst car management of any rental company I've ever used. I feel for the staff, they are friendly and did the best they could, but have to constantly tell you they are sold our and blame 'fleet' for their problems. Shame on corporate for allowing this. The car I rented was a 3 year old Nissan with 42,000 miles, bad windshield wipers, stained seats and smelled like someone heavily smoked in it. I asked to swap it out and they gave me a car that was better, but should have been sold long ago. When your renting a car you expect a low mileage car without stains, smells and to be ready at the lot waiting for you, not your having to wait extended periods until someone brings one back... This review is about how it's ran on a corporate level, the staff was very helpful... Enterprise... clean up your act in Key West, invest in your location, if your as sold out as your employees say, there's no excuse to not show some pride in your locations and bring in some decent cars!! read more

The vehicle that I rented from Hollywood Florida showed low key battery, so when I mentioned to the representatives they said it's ok and that it happens in all vehicles. About two weeks into the rental term the car had hard time to detect the keys(what means can't start the vehicle). I got to this enterprise location in key west first thing in the morning(they just opened for the day) and JAIME(I hope I spelled it correctly) ran the extra mile to make me happy. Thank you man and god bless you. read more

Shocking just how horrible the experience was. Have been using enterprise Rent-A-Car for over three decades. And August 24 at 3 PM I arrived at an enterprise rental location in Key West. To be specific, 2516 North Roosevelt Blvd., Key West, FL. This is Key West, a laid-back happy go lucky tourist island loved by all who visit. When entering the location with my wife of 26 years and my three children, we were met by the insanity of an employee screaming at the top of her lungs and throwing us out of the office as per her regulations of only one individual being allowed in the office because of Covid. We immediately complied, and we fully understand the concept of only one person allowed inside due to Covid, but screaming at the top of your lungs and pointing at the door and saying get out get out get out was just literally insane. We felt like we were in the twilight zone. My children giggled at her insane reaction to us, at which point she started to insult my wife on her ability to raise children. I am I am begging enterprise to review this employees history, as well as personal file, because there's no way this is the first incident with this individual. She was definitely unfit to be in that office, and that being said, she claims to be the manager. My wife decided to walk out of the building and go elsewhere at which point the manager as she calls her self, kept saying give me your license give me your license so I can rent you the car, we moved on and went to Avis Rent-A-Car. The car was actually nicer than the car we were going to rent and the price was less, but I would've never thought of going to any other company as we are very loyal type customers. The way we were treated and threatened by this employee has brought us to a point where, after three decades, we will never under any circumstances rent from enterprise again. I realize this is an extensively long review, but please understand I don't even leave reviews so you can imagine just how horrible this situation was for myself and my family. The good news, the employees at Avis Rent-A-Car we're really friendly and welcoming! As a family, we are just as upset of the fact that we will never do business again with a company we've been so loyal to you for 30 years. In one of the hottest tourist spots in the country, it is shocking to us there's a treatment we received with similar to that of a individual working in the middle of the desert. This is not the way to treat individuals in a tourist situation or in any service industry anywhere on the planet. read more

Enterprise Rent-A-Car - Employee of enterprise rental car - Car Rental Near Me - Key West, Florida

They need to update their system for charging customers for tolls, the rep explained to me when I rented the car that I would need to set up an account and payment for the tolls within 2 weeks or I would be charged by Enterprise, which I did and I received an email from the Illinois toll authority saying thank you for your payment. a few days later I received an email from enterprise saying they were going to charge my credit card for the tolls plus a $25 service fee. I called customer service and tried to explain to the rep that I had already made the payment with the toll authority and she said I needed to call the toll authority and let them know I paid the toll and I tried to explain to that they already know I made the payment as they sent me a confirmation email thanking me for the payment and the the only problem was that Enterprise doesn't seem to know that the payment was made and I asked if I could email Enterprise proof of payment but the rep said NO you need to call them not us and was actually very rude and short with me and didn't seem to want to do anything to fix the problem that was clearly on their end. I ended up having to dispute the charge on my credit card which was just another inconvenience and waste of time. Next time I will choose a different company for car rentals. read more

To be clear this is about the airport location. Not Roosevelt St. Made a reservation two months plus ago for at least a six passenger van. Because we are traveling with four kids and ourselves. Our connecting flight into Key West was cancelled due to the tropical storm but we got on the flight two hours later. We called the desk at the airport, guy answered and said no problem we will hold your car until your flight gets in. As long as you are here before 10pm when we close. No problem. We will be there at six. Get to the airport at 6, stand in a line with four people ahead of us. Move up behind a gentleman a dark haired woman was helping. She asked him if he wanted a seven passenger vehicle they had and he asked if it would be extra. She said no (see where this is going?????). He leaves. We get up there and hand her our reservation. She tells us she only has five passenger vehicles and which one do we want. Excuse me? My husband calls her out and said you just gave our reservation away to the guy in front of us??? Who didn't even need a larger car?? She at first denies it and then when she realized we heard the entire conversation said what do you want me to do?? Go back and get it from him? ARE YOU KIDDING ME??? She continues to repeat herself. I have a five passenger car. I asked if one of my kids was supposed to ride in the trunk?? She was rude. Obnoxious and completely obtuse. She should not be working customer service. After 14 hours of travel, cancelled flight and rebooking another. Waiting in airports I get this lady to deal with. She asked if we wanted to WAIT for a car to come in. Wait with my kids?? She claimed she would call us when a car came in. Guess what. NO CALL. We waited two days. Finally we went to the Roosevelt location and that guy was kind and got us a minivan for the rest of our trip. What's the point of a reservation if you give them away? She said because we missed the pick up by an hour we lost it??? We told her we called and talked to the guy standing right next to her. The lack of empathy and disgusting customer service skills should be addressed SERIOUSLY by her manager. Don't book here!!!! read more

Absolute nightmare....called days ahead to confirm an after hours pick up...was assured they would be open and waiting for the flight to arrive.. on arrival there was no one in sight and I was stuck with a 200 dollar cab to our house...was then hung up on by the customer service...used enterprise for my company and employees for rentals for years although this will be the end of that read more

Coming from a member who used to only exclusively use Enterprise. Not anymore. Absolute abysmal customer service. From the front desk through their website. If you enjoy wasting time being railroaded and insulted - then this IS your place. If your belief is customers last, then this is your place. I wouldn't return if it was the last rental place in the Keys. You'd be better off hitch hiking then renting here. Avoid at all costs - it might just ruin your vacation. read more

Worst service ever provided by Jose who wouldn't give me his last name because as he stated I don't need it. I had a reservation at 10am I came on time to pick up my car, Jose told me they are out of the cats when I asked when would they have it he said he doesn't know. I asked if someone from the company can give me a ride back he replied they don't that kind of service so I asked why didn't they call me to inform me they don't have cars he said that there are many customers like me and they can't call everyone. All in all he is the textbook example how to provide awful customer care very rude. I almost thought I'm part of the prank. I hope I will never have to deal with this company again. They promised to call me and follow up with me but broke that promise as well. read more

Horrible company. I reserved a full sized truck to transport scuba diving equipment and divers. At the desk I was told all they had was a midsize suv. Nothing was done to fix their mistake other than offering me a small discount for my "Inconvenience ". Horrible customer service. Don't use them! Look at other reviews for enterprise key west and you'll find multiple complaints with the same issue! Fix this enterprise! Honor your reservations or don't accept them! Be better than this! read more

After arriving on our flight to Key West immediately got in the line at the enterprise counter. Which was already five customers deep. Waited over 25 minutes to be helped. Agent was friendly enough but when she went to get the keys to the car she said the car that we had reserved would take at least another 20 minutes to get there as it was at an alternate lot. She offered to upsell us a $10.99/ per day upgrade for a "luxury" car right out front if we wanted a car immediately. Exhausted and tired we went ahead and paid the additional fee. Only to find our car outside was unclean and unsanitized. Car smelled badly of smoke and there literally was a booger on the steering wheel that we had to clean off with the sanitary wipes provided in the car. Completely unacceptable during this pandemic not to mention during normal times. Very disappointed and disgusted! In the past we have always been happy with Enterprise, definitely not the case here. read more

So they tell us to call at 8am so they can come pick us up to give us our rental car When we call, they tell us the guy to pick us up doesn't come in till 9am. So why did we have to call at 8am? At 9:20 when no one has yet shown up, we call again, only to be told that the guy that was supposed to pick us up has not come into work yet. No courtesy phone call at any point to let us know that we needn't sit in the lobby waiting. Will never ever ever do business with them again. Would not recommend you do either read more

Talk about running a tight ship! The men - Gio, Justin & Geoff - run this and that way to make this office run smoothly and get you out the door with your rental. And talk about working under really tighter conditions - the main office got destroyed in the last hurricane and they have been working out of a trailer since then - but keeping it professional and efficient and COLD. The AC is up in this place, so if you are feigning for a breather from the Key West, FL sun, you can find it here. Give it up! Enjoy! read more

I hope I can come back to this review later and add details after I calm down. Worst experience

It was my fault for trusting John, the new guy, as he said, "initial here, and here, and here." I should have dug out my reading glasses to see what I was initialling. But since I had done all the paperwork online, I figured he was just making the online agreement official. And usually they ASK if you want/need insurance; they don't just say "initial here." So my car ended up costing much more than the price I had agreed to on the Enterprise website. Yes, I pointed it out at the counter when I returned the car, but I did not receive one modicum of sympathy: "Too bad. You initialed it." What do they have , a quota for selling extra insurance? I realize it was my fault, though, and I even understand why they couldn't do anything about it. I understand. But it has soured my relationship with Enterprise, and Budget will give me an AARP discount anyway. Great car, but goodbye Enterprise. I wish you cared. read more

Short air conditioned van ride to offsite rental lot. Car was clean and ready, very courteous staff. Took us to the airport on Sunday in car we rented which already had all of our luggage in the back, nice touch! read more

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Biggest negative is that they do NOT have a desk and cars AT the airport. The travel site I booked thru didnt make a distinction btween this biz and others who do operate out of the Key West airport, and there was no difference in price. Whats worse, there is no signage except a little poster crammed with ads above a courtesy phone that doesnt work. If I didnt have my cell to tell them to send a shuttle who knows how long I would have waited You need to add a minimum 30-45 min to your schedule at each end. Skip the hassle and rent from Hertz or others with cars at the airport. read more

When I got Key West airport this Thanksgiving, all of those onsite car rental companies were out of cars. Luckily enough, I called Enterprise, which is several miles off site, and got a Hyundai Accent as a compact car. Jonathan is very friendly and helpful. He helped me set my contract very quick. Suggested 2 great food places. And two days after, I wanted to change my policy but got there office late. They were officially closed. The door locked, but Jonathan recognized me. He let me in and helped me set my request in a minute. Super efficient and friendly! It was a great experience to rent a car from this site here. read more