When I arrived at 2:00 PM, the rental counter was entirely abandoned. The situation deteriorated…read morefurther when we discovered an honest clerical error on my booking: I had accidentally selected a round-trip rental from Winter Haven instead of a one-way drop-off at MCO. Instead of assisting me, Mike treated me with immediate hostility, acting as if I had committed a serious crime and being so overwhelmingly negative that I genuinely feared I would be denied a vehicle entirely. Only after I took the initiative to ask if I could simply create a brand-new reservation did he finally agree, yet he and a secondary agent explicitly assured me that I would not be charged for the initial, incorrect booking. This proved entirely false when I later discovered I was facing a no-show fee. I would like to mention that with the exception of telling me I would not be charged for the incorrect reservation, the secondary agent who took over provided satisfactory service. Upon calling the office back, Mike casually flipped his story to confirm I would be charged unless I called corporate. He then gleefully engaged in a condescending game of withholding information, repeatedly telling me to call "them" while refusing to provide the actual contact number, forcing me to call a completely different branch just to get the support I needed. When I challenged him on this, he attempted to justify the no-show fee by claiming I was late picking up the vehicle. I explained that I arrived at 2:00 PM and neither he nor the other rep were even at the counter. He then admitted he was outside and the other rep was in the restroom, which is completely unfair to blame on me. Mike openly enjoys making the customer experience as stressful and difficult as possible, and I will absolutely never rent from the Winter Haven location again as long as he is employed there. Unless you enjoy being treated like garbage, I strongly suggest you don't either!

Terrible Experience with the Manager, but One Bright Spot…read more Rented a car from this Hertz location on 7/11 and returned it today, 7/21. At no point were we told the car needed to be brought back with a full tank. We don't rent cars often--we usually Uber--but when we do, we've used Enterprise, where everything is explained clearly. When we brought the car back, the tank was at half. The manager, Mike, asked if it was full. We told him no, and explained that we were never told it needed to be. His response? "Have you ever rented a car before?" Completely rude and unprofessional. It was honestly shocking, unnecessary, and hostile. I don't know how someone like that ends up in a customer-facing role. I'll be telling this story every chance I get because people deserve to know what kind of service they might get here. No one should be spoken to like that. That said, John, the other rep who helped was absolutely great--polite, helpful, He was the only bright spot in an otherwise frustrating experience. Once I returned from fueling the car, Mike was no where to be found hmm.

Reservations mean absolutely nothing here. If I could give zero stars, I would…read more After reading the reviews, I tried to avoid problems by making my reservation before I even left home. I also called to extend it by one day. The representative told me he would call the location directly to confirm they had a car available. He put me on hold, came back, and assured me a car would be waiting for me. When I arrived--no car. The person on the phone later claimed he had tried to call me to say they didn't have any vehicles, which simply wasn't true. At the office, another employee told me I should have called the location directly. However, when you dial the number listed for that address, it routes you to a central call center--not the actual office. I then called customer service again to try a different location. My reservation was changed, and I was told to call the same main number, press 4, then 2, to reach the actual branch. I did--still no cars available. Clearly, a reservation here doesn't guarantee anything. It feels like getting a vehicle is purely a matter of luck.

We had the best rental experience. Jesus Not only It took amazing care of us, but he was also able…read moreto give us an upgrade to an awesome Pacifica. He was super friendly and very knowledgeable, and we felt very confident that we were going to have a great vacation because of this rental. Also, when we came back a week later to turn in the vehicle, it was such a smooth process! I did not even know this place existed in Winter Haven, but I will now only wrench from them! Thanks again Jesus and the Enterprise team!

Several times yearly we rent a car. The best experience we've ever had is at Cypress Gardens Blvd…read more in Winter Haven, Florida. I breathe a sigh of relief when I see Isis behind the counter. She knows her job so well. She is efficient, friendly, and perfect for her job. You are so lucky to have her as an employee.

I have legit never written a review for any restaurant or establishment before! But these people…read morewere absolute jerks I had to leave a review. DO NOT GO HERE**** Horrible service!! Told us to pick up vehicle at 11 in morning and when we arrived that said it won't be ready until 12 o'clock! Sat there for over an hour waiting for the car to be ready and when we went to check out and purchase the rental they said we needed a credit card! We didn't have one on us at the time only debit!!! Would not work with us and were extremely rude. They sent us away without a car after waiting as long as we did

RESERVATIONS are useless! I reserved a Full-Size SUV for TN trip in March. On morning of pickup May…read more24th (2 MONTHS later), I receive call that they don't have full-size, but can accommodate with another ride with similar seating (Standard-Size SUVs). This is what's called a downgrade, not an alternate option for what I requested. We needed space, not just seating for this rental. I spoke to Isis (store manager), who said there was nothing she could do, bc distribution in Tampa didn't have the vehicle for their location. ZERO notice in advance...even received email saying 'READY for you TRIP?" Even Budget general customer service line said its an error with this location and they couldn't help either. This all happened on MEMORIAL DAY weekend, so finding another ride took me ALL day!!! Don't waste your time reserving! Book with Enterprise or on the Turo app.

Rented a car and within 23 hours tried to cancel it and they told me that I can't because it was…read morepast the 24 hour mark. They refused to refund me. I said fine I'll keep it. Fast forward to today I went to pick up the car and they had the audacity to tell me that they don't even have a car for me?!?!! I prepaid for a car that they didn't even have??? Then told me I can't upgrade because I used a debit and not a credit. Which only means they were gonna charge me more for an upgraded car when they should have had the car that I prepaid for! Terrible company and awful service. DO NOT RECOMMEND!!

The service I received was great. The way I was treated by Franky as a new customer was superb. The…read morewaiting area is also very welcoming. Probably will be doing more business with them In a future.

Honestly, this was one of the worst experiences I've had. It feels like they are more focused on…read moreavoiding responsibility than actually helping customers.I brought my car in for work, and afterward I noticed my grille was damaged. They denied causing it and claimed it was already like that, but I have proof showing the condition of my car before it was brought in. They also stated that my hood was never opened by them, but after I provided camera footage showing otherwise, the response changed to saying they "so we can't open the hood?"They refused to fix the damage and even threatened to remove me from the property for trespassing instead of trying to resolve the issue. They also refused to provide any video proof showing when they opened my hood.Thankfully, I had my own camera footage and was able to see a mechanic pushing something back into place, which raises even more questions. Their own before pictures don't show the damage being present before the work was done, and the difference between their photos and how my car looked afterward is clear.I know my car was not like this before I brought it in. I wouldn't waste my time making a complaint over something I knew was already there. All I wanted was for them to take responsibility and fix what happened. They also brought up unrelated information about body shops and clips, but that doesn't change the fact that before I went there, my hood opened normally without anything popping out. After getting my car back, it no longer does.At the end of the day, I just wanted honest service and for the issue to be handled properly. Unfortunately, that's not what happened.

They're awesome very responsable, quick response and good prices…read more Pretty organized and polite.

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