Had to visit LEX for business and always use National Car Rental, so obviously I came in to get my…read morecar upon landing. This is a smaller airport, so you have to get your keys from a counter, not from the Emerald Isle. The young girl working here was very helpful and friendly, I told her I needed a larger SUV since I needed to carry lots of coworkers and she gave me an Expedition. The vehicle was nicely taken care of and in great working order. Checking back in was quick and normal as the other locations, as all I needed to do was leave it in line with all other vehicles being returned and walk away! Another nice National Car Rental experience!

First, back in July, I rented a Volkswagen Jetta that, when left to bake in the sun, produced a…read moreloud odor of marijuana; the customer wasn't too thrilled and wanted an exchange because the vehicle gave a headache due to the overwhelming odor. Plus, the customer heard a loud noise while we drove, which we discovered was caused by a piece of plastic under the engine dragging along the highway. Since I'm Deaf, I had no idea that it had been like that since leaving Lexington. He said it is called an engine shield that protects the engine compartment from road objects that could cause damage. Whoever serviced it didn't reinstall the screws to hold it securely. I ended up driving from Toledo to Detroit Airport to exchange it for a Hyundai Palisade. They discovered joints under the front passenger seat of the Jetta. What irritated me is that Marijuana is still illegal in several states, so I'm lucky that i wasn't pulled over for another reason. Upon my return with the Hyundai, the staff member for National who was checking in cars apologized when i mentioned it to him as to why i was returning a Hyundai when i rented a Volkswagen. Next, National at Bluegrass Airport is still my preferred car rental location because most vehicles are clean and have no noticeable damage. Still, it is vastly different from National Rental at other airports like Detroit, San Diego, and others. For example, at the above-mentioned airports, if you're with the Emerald Club and an executive membership, you go to the assemblage of vehicles under the Emerald Aisle on the left and the Executive area on the right, and you can select what you want to drive. However, National Car Rental at Bluegrass Airport has a limited selection, and you can't walk to the designated Emerald Aisle to select anything; you must go to the front desk because the rental area where the vehicles are held is not secure, meaning there is no gated area like at the other airports mentioned above. For my level, which is Executive level, it's supposed to be, "Choose any car (Full-size and above) in the Executive Area and only pay the reserved Midsize rate," yet again, there is no designated area. You have to go to the desk first; oftentimes, I'm stuck with a mid-size vehicle because everything is out at this location. I've even been told, "But we have you listed for a mid-size," "We only have a Honda Civic or a Kia K4," or "I guess we can give you an upgrade." Well, you're not giving me anything, but a weird guilt trip. Kia is perhaps the best person to deal with at the location. With her, I've had everything from a Genesis GV80, GV70, Mercedes CL, BMW X3, Jeep Wagoneer, Jeep Renegade, and recently a Honda Ridgeline, yet I had one staff member who wanted to charge me an extra $50 for a Mitsubishi Outlander. I've indeed rented all sizes of vehicles and often, but it would be nice to know that if i needed a full-size or large vehicle, it would be available to me; besides, what's the point of being an executive or executive elite if i can't use that option? Most recently, I used the app to rent at Bluegrass Airport and selected a full-size vehicle; however, they only had the compact K4 and Civic, so I canceled and drove my personal vehicle. Work can reimburse me for mileage.

The people and staff are petulant and rude. My hotel was less than .3 miles and they acted as if…read morethey did me a favor after scratching the car and charging me an egregious amount. The staff are playing games on their computers vs working. Finally the lot is not secured at night and the lot is a safety hazard with cars so close together behind the bldg exiting is impossible so they need to clean up the area. I have an Amex Reserve with insurance and upon my being charged some comprehensive amount- I received a call after a horrible trip a woman called me histrionically asking if I returned the car. Yes and it was 1750. Absurd....

I love enterprise Rent-A-Car. But this location is a joke. First they refused to pick me up which…read moreis a service enterprise is famous for. So I had to arrange someone to drop me off and I live about 40 miles away. I was going to have them pick me up at my work location but that didn't work. When I arrived I got a small car that was dirty only half a tank of gas and had expired tags. I realized the tags were expired when I made it back to my work and then had to drive back and request a different car. When I told him the tags were expired he said he knew and his only other car also had expired tags but they were worse expired meaning older. So he knew the tags were expired when he let me drive off the lot. What a joke. And during this whole ordeal he was arguing with me like I was wrong. Then he calls another location and ask for a favor. And ask for them to switch me out with one of their cars. So then I had to drive across town in a vehicle that had expired tags to get changed out and I had to wait for a car to be ready.

I had to drop a vehicle off at Mercedes for service and live 1 hour away , Made a reservation at…read moreEnterprise and they promised me a car however when I got there there were none. Had to make some calls and reserve a car at the airport when I asked (Mathew Cowles) if someone could take me to the airport he said "there's nothing we can do " so they're out of cars with 4 other guys in his office but yet not one can' give me a ride to the airport... BIg joke , I don't get on yelp never was a fan of it however some people need to be warned and people like (Mathew) are working in the wrong industry (customer service) maybe go find a job flipping burgers or heating up processed foods , nvm they actually work hard ! Hope you're relaxation in the office today is a good one !

They do not communicate with their reservation department so even if you reserve a car and it goes…read morethrough you'll probably get a call in 10 minutes from the location you rented from saying they have no cars and they won't have a car available for the next 6 years

They upped my price by $30 and charged a $200 deposit I was not warned about. The car we got had…read more44k miles on it...driven hard and put away wet. Cruise control doesn't work, issues with CarPlay, loud clunk from the back of the car...yeah no...

Zero stars Waiter hours only to be told no cars available…read more Told us it would take another hour to go grab a car Do not go to this establishment

I had used this place a couple of years ago. There now under new management. They are supper…read morefriendly. Complete opposites from who use to run it. My experience was nothing better than great. I rented a electric 30 Lb jackhammer for 1/2 a day for $42. I checked with there compaction and I would have had to get air operated, Along with pull behind air compressor. All for $250. I would have no problem going back and appreciate the changes made to make this business better...

Go to Enterprise instead!!!!!! This location has horrible service from the Store manager himself…read more We were Visiting from out of town and needed a rental car last minute. We called the one 800 Hertz number To reserve a car. When we arrive to the location to pick up the car he said they had none that were available to rent. A gentleman walked in right behind us to return a car early so they told us that we were able to get one but we had to wait because it needed an oil change. They were going to call me to let me know when it was done. After a few hours I heard nothing back from them and decided to call myself. The gentleman on the phone was the store manager again and he was so rude and told us that he thinks that we have to cancel. And told me that I can get an Uber. There were a lot of other rude comments that he made to us also. He is not a good representative of this company.

I have used this group several times and very satisfied with the service and cars. Even today, I…read morepreviously set up a time to pick up my car and like life a change in plans. I called, talked to Dave, to get my car earlier. They are a small group so didn't get my hopes up. Dave said no problem. Color me happy.

Had a vehicle reserved for a month, got to store and they had no vehicle. Basically told by the…read moremanager that I was out of luck. Called corporate, they passed the situation off to the fleet manager and the regional manager; and told they would contact me within 30 minutes. 3 hours later I sit with no rental and no calls from any manager of any type. Horrible customer service, grade F.

Save yourself a bunch of wasted time and frustration and rent anywhere but here. Absolutely zero…read morecustomer service. Booked and confirmed a rental for pickup today. Arrived at the scheduled time to be told they "don't have any vehicles" but could move me down to a sub compact that looked like they pulled it out of the Elkhorn Creek this morning. While I understand that things will occasionally happen this is the 3rd time I've had to leave this location and drive to Lexington to get a rental. At least on the prior occasions the staff would book the new rental in Lexington for me, not today, no apology, no here let us help you get a rental at another location, nothing.... Just book at any other company in Lexington and save all the grief of dealing with this location.

Employee seemed sleepy and not there to have customer interaction. Vehicle given to us as manager…read morespecial was Chevrolet Malibu. A fre scratches and small dents but nothing major.nitbwas noted. Car was dirty mainly exterior. Windshield was smeared and not clean inside. After driving away from pickup location at Lexington airport we noticed the loud road noise coming from the rear area of car. Possible tire noise. After 1 hr driving we stopped and looked at tires. All 4 tires extremely bald. One had a big bulge on side of tire. One tire had a flat spot. Car had 48,000 miles on it. High mileage. I called road side assistance. They wanted us to drive back to airport to exchange. I told them can't they come bring us a car. Nope. It would also cost us for a tire change $150. They don't seem to understand this is their problem. They need to fix. We were on vacation and about to drive another 2 hrs on road and waste my day. Just being on phone was enough headache. We ended up risking the 5 day travel in the unsafe car. Luckily we survived but it could have been better travels.

Makes picking up a car from the airport super convenient with counters in the terminals. Friendly…read morestaff. Car didn't disappoint. Was clean and nice.

We are driving from GA-MI and when we went to pick up our 3-row car at a different rental company,…read morethey did not have the car for us and by the end we ended up at an enterprise in Atlanta. While they still didn't have the right size car, they helped us quickly and we got a car. The 5 of us (3 adults, 2 teenagers) crammed into a sedan for the first half of the drive. Last night we stayed in Lexington. This morning we went to the enterprise at the airport in Lexington and it wasn't open, though all the other rental companies were. We finally found this enterprise on Winchester, which was open. They were able to get us a minivan, which was perfect! Cade was a life saver, along with the others (I forgot your names already) who cleaned the van. We were happy to take it dirty but they did the best they could and we are all now ready to drive the rest of the way to MI in comfort. Cade was so nice and helpful and got everything squared away very quickly. Honestly, everyone we saw and spoke with was great and all 5 of us are very happy (including the teenagers!). Thank you Cade and all the others! You are a lifesaver and if any of us are ever needing another rental in Lexington or know someone who is, you will definitely be our recommendation! The whole family thanks you, especially this aunt who was stuck in the backseat with the teenagers!

Placed a confirmed reservation on 9/18 for 8am pick up on 9/21. 4 pm 9/20 received a call that…read moreEnterprise was short on cars and would be a little late, waiting for returns to come in. So i called at 9 and was told they should be able to get me by 10. When I called at 10 they said they had no idea when or even if I would get a car today. Very Poor service and the whole process demonstrates a lack of respect for customers needs, plans and time. This is not a one time event. I could not get a car in 2022 over thanksgiving weekend as there was more need than cars. It appears reservations are meaningless. You are reserving the possibility of a vehicle. Don't count on them.