April 2021 by Jenna L.
This place is a danger to public health and safety. They are not following the "pledge" Alamo has on its website where they promise they are sanitizing all vehicles. In fact, they have abandoned cleaning vehicles between rentals altogether. When we picked up our vehicle, I looked inside to see if it had been cleaned. A Clorox wipe had been placed in the cup holders so I assumed (very wrongly) that the car had been cleaned because someone had clearly been inside the vehicle. As the interior of the vehicle was black and we picked it up from a dark garage, we drove away to our next destination. We were enjoying the convertible and scenery so when we stopped at our first destination, about an hour away, and I noticed mud on my foot after I exited the vehicle, I was shocked to realize it was from inside the vehicle!!! Upon closer inspection, the interior of this vehicle hadn't been cleaned in months. There was dirt and grime in every crevice, and every surface was sticky with who knows what. Not to mention the windows didn't close properly (which was awesome when a storm rolled through while we were on Islamorada) and the windshield washer fluid was out.That is only the beginning of the troubles. As soon as I realized the car was in fact NOT sanitized before they gave it to us (we're still in the midst of a pandemic here, people, and Key West had been awesome with COVID precautions our entire 5-day stay there so this is in no way a review of Key West itself) I called the Key West Alamo location and learned that they do not pick up phone calls there but instead have them forwarded to Alamo customer service where they apparently have absolutely no control over anything the local branch does. I offer to have the car detailed and the bill sent to Alamo Key West but the customer service rep tells me "they don't like us to do that because the cost of detailing the vehicle may be more than the discount they're willing to give for the unsanitary vehicle". The simple truth is they care more about the bottom line than their customers' health and safety. Customer service put in a ticket to have the Key West branch call me on Saturday. Saturday goes by, Sunday goes by, Monday goes by....finally on Tuesday I call again. I'm trying to be reasonable, all the while freaking out inside about how many people have sat in this vehicle before me with no sanitation measures having been taken. During that second call, I learn that the Key West branch has given me a $25 refund. $25?!?!?! I paid $700 for a 5-day rental and got a car that not only wasn't sanitized but didn't even work properly, never got a call back, no apology, but a $25 credit. I told them I do not accept that as a resolution and they put in another ticket to have someone from the Key West branch call me. Currently it is Thursday night, we returned the vehicle to Miami, and I haven't heard a peep from Key West. I made a third complaint to Miami Alamo and I also opened a ticket with Costco, through which we booked this rental, for them to investigate. I will also be reporting this location to the Key West authorities because they are actively endangering the health and safety of Key West visitors with their unsanitary practices.
