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October 2025 by christy collins
We filled the tank with gas and they charged me for it. When I emailed them they asked me for a receipt. The full tank of gas I returned the car with should be adequate. Luckily I put it in a credit card so I can get that receipt. Otherwise I never would have thought to get a receipt if I paid cash. Car rentals are the biggest scam!
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October 2025 by Anissa Caldwell
TERRIBLE customer service!!! We Stood at counter for several minutes with no one else in line. There was a lady at the desk, but she was on her phone and didn’t acknowledge us at all! Therefore, we assumed she didn’t work for hertz. I finally asked if she knew if anyone was working, she said “I am”. She had no cars, was unhelpful and acted as if we were interrupting her phone time. Her name was Jade and she was terribly rude! It was our first trip to key west and that was the first interaction we had with someone 😩. HERTZ do better!
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October 2025 by Kelly Mills
🚨🚨🚨Took my wife to key west for her birthday this year . Rented from these crooks .. returned vehicle on full tank of gas. No attendant was present at desk , dropped key in drop box .. only to be charged $40 for gas !!! Then they LIED saying I returned vehicle 7/8 full ....NO ... car was FULL
.. they Screw you with the gas fees .. no one to speak at counter when you try to call i have receipt where I bought gas and still can't get resolution!! DO NOT RENT HERE AND RETURN VEHICLE WITH ATTENDANT ABSENT YOU WILL GET ROBBED FOR GAS FEES !!!!🚨🚨🚨🚨 NOT IMPRESSED ..IS THIS HOW YOU STAY IN BUSINESS BY ARBITRARILY ROBBING PEOPLE ON AN ALREADY EXPENSIVE VACAY .... THANKS HERTZ !!!
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October 2025 by Joe Berardinelli
Reservation take and time confirmed. When arrives was notified cars were not available and there was a 45 minute wait. Unapologetic employee told me I should have made my reservation sooner.
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October 2025 by Candice Talkington
If I could give zero stars I would. I arrived at 8 am to pick up my car (opening). The person at the desk sauntered in at 8:04. I said “good morning.” Not only did she ignore me she rolled her eyes. I patiently waited while she slowly cleared her chair from a pile of junk. Again, I said “good morning.” After a long pause and only after she finished her text she finally said, “Name?” The rest of the transaction was equally uncomfortable and rude.
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September 2025 by Gioia Krempa
Picking up the rental car was quick & easy. The car was clean and in excellent condition. Returning the car was even easier. We had a minor issue with rhe bill, which was settled immediately. Kudos to the Hertz staff in Key West and Hertz customer service.
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September 2025 by Karen Galligan
Worst experience EVER renting a vehicle. As a frequent traveler and past Hertz customer, I was appalled. Customer service was rude and unresponsive. The vehicle was filthy inside and out and had numerous maintenance issues. Almost ruined an otherwise amazing vacation. Your customers deserve better! My money will go elsewhere from now on.
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September 2025 by Lisa Rogers
Was as smooth as a smoothie 😋
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September 2025 by A B
Terrible experience with the agent checking a box on her side of the counter saying that I agreed to have Hertz pay for the fuel when I returned it. I specifically said I would return the vehicle with a full tank of gas which I did and still got a $54 fuel charge for what, I don't know.
I don't like leaving negative reviews but in this case I believe it as well deserved.
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August 2025 by Shasta Larzelere
We had trouble with our car popped in to the rental counter at Key West Airport and Athea fixed it right up! She was amazing! Thank you Athea.❤️
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August 2025 by Matt
I live in Key West and rent often from many Hertz locations on the east coast during travel (I’m a Gold member with President’s Circle status). I never have any issues with service in my travels and have a positive perception of the company in general.
Unfortunately the Key West airport location is an outlier. The customer service is not good. One other factor is that their open hours are much shorter as compared to the other agencies at the airport. If your flight is delayed and gets in after 5pm, don’t expect them to wait around for you even if you have a reservation.
I would recommend renting from Enterprise at EYW, they are much more dependable.
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August 2025 by Byron Gillespie
Why have the counter open and workers playing on their phones if you don’t have any car’s available? And rude works at that!
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August 2025 by Brian Kenny
Be aware that they will charge you a fuel charge even if you return the vehicle fully refueled. I informed the counter that I had just fueled the car on the way there. When I noticed the charge ( should have had the front counter print my bill instead of having them email it to me as I would have seen the charge right away) I had to call a general number for Hertz. I was told I had to send copies of my fuel receipts proving that I refueled the car! If I had paid cash I would not have kept that receipt. Luckily I paid with a credit card.
At the Key West location they don’t have anyone at the car return area so they won’t be looking at the fuel level.
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July 2025 by Devyn Wenger
I was very skeptical about booking due to the bad reviews but I needed a rental and decided to go for it. I made the reservation about 3/4 months in advance. Getting the car was smooth and easy. She handled us the keys after signing a few things about insurance. The car is clean and full tank. I enjoyed my experience and felt the need to share so if you’re also skeptical maybe this will help
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July 2025 by Mary Centoni
Diligent and professional. Fastest service with car ready I’ve ever seen! Friendly as well!
