What could improve?? Not enough time or space. Went today at 2:40 to the drive up to make a simple deposit and get cash back. A man I had never seen before (and that is a weekly occurrence at this branch), had such a thick accent I could not understand him. I asked him to repeat it and still couldn't understand him. He leaves. 15 minutes later a woman who also had an accent but could understand her, comes to the window and apologizes for the wait and said "it's going to be 5 more minutes". This whole thing is usually done within 5 minutes. I said,"what??? Why?? I have been here for over 15 minutes". She said,"I don't know, I'm going to find out why". 5 minutes later she returns,"you didn't sign the back of one check (I certainly signed all 3 checks) , and something about adding it wrong.. She said they would send the check out for me to sign. About 3 minutes later, the first man returns, said something? And sends me out my receipt with the cash back. No check to sign.. He must have added it wrong or were they talking about someone else's transaction, I don't know. What a bunch of clowns running the West Spfld. Branch! Now on the other hand, the Westfield branch has been wonderful. At least a few tellers have stayed, so they know who you are. I would give NO stars to West Spfld. And Hampden Bank was SO good! read more

My parents were customers of Hampden Savings Bank which they belonged to for 20+ years, so when Berkshire Bank bought Hampden Savings it was easier for my parents to stay with the new bank. Unfortunately it started going downhill with the change and keeps getting worse. Hampden Savings Bank was so personable. My parents and I knew all the employees by name and they treated every customer like they were the most important customer. Now it seems every time you go to the bank there are new employees and they barely even look at you and are very short. The one on Silver St in Agawam is much better then the one on Westfield St in West Springfield but it's farther away. read more

If I could give Berkshire Bank a negative rating or a zero, I would. It's too bad you can't. This bank has been a disaster from the getgo. My bank was bought by them and everything from the transition to the follow up to the day to day LACK of concern about the customer experience is just SAD. read more

I have been using Berkshire Bank for about 3 years as of this writing. I started when they were Hampden Bank. I have had experiences with both the Westfield location and the location in downtown Springfield. I have never been treated so rudely or have had so many problems with a banking institution in my life, and am currently in the process of moving my financial products. Situation 1 My wife was purchasing an automobile and wanted to use a local bank with ties to the community. She spoke to the loan officer and provided all the items that were asked for. She was told everything was in order so she proceeded with purchasing a car. While we were at the dealership finalizing the sale the dealership was of course trying to talk her into using their bank. She declined as she already had everything set up with Berkshire Bank (called Hampden bank at the time). While we were waiting my wife saw a voicemail. Checking it there was an extremely rude and condescending voicemail from the bank. The woman accused my wife of lying, told her she didn't believe my wife made as much as she stated, that her check stubs weren't good enough proof (she needed more), and was extraordinarily rude. This was baffling on a number of levels, not the least of which was that she had provided everything that was asked, and had double checked to make sure that everything was in order. We decided to go with the bank the dealership used. Later that month I was at the same location conducting some routine business. One of the women working there loudly shouted out for everyone to hear "His wife was the one who tried to get a loan with us." 1. This statement makes it sound like she was denied. This is not true. She went elsewhere after being treated horribly by the bank. 2. I was not on the loan, it is highly unethical to discuss her business with me. 3. She said this loudly for everyone to hear. She was behind the counter and I was in the lobby. It is highly unethical to discuss my wife's personal banking business with every single teller and random customer in the building. 4. I was conducting business that had nothing whatsoever to do with anyone but me. There was absolutely no relevance to my personal business to my wife's personal business (we had no joint accounts or products of any kind there). I have no idea what her motivation would be to violate banking policies for the sole purpose of spreading false and derogatory information about my wife to every single person in the building. Situation 2 My wife and I regularly had to get rolls of quarters. Regularly there would be a nickle or a non US coin in the roll of quarters. Not a huge deal, we would just put the coin in a bowl in our hallway to take care of later. After a year or so we had a collection, about $3 worth, and I decided to turn them in to get our money back. It wasn't much money, but it bothered me that we were regularly getting ripped off by a bank that had also treated us so poorly. The bank was Berkshire Bank now, but with the same staff. I went to the downtown location with my coins and explained the situation. I explained the situation to the teller, who got the acting manager. The acting manager was extremely rude and treated me like a criminal. She straight up accused me of lying. I tried to explain the situation as calmly as I could, that I had been treated poorly in the past, and why would I try to scam them for $3? I asked to speak to the actual manager, but unfortunately for everyone he was on vacation. I do not recall ever have been treated with such disdain by a service provider in my life. I drove to another bank and spoke with a manager, who apologized profusely and refunded my $3. Situation 3 After the bank switched to Berkshire Bank I was no longer allowed to automatically transfer funds into my wife's Berkshire Bank account. I went to the downtown location to manually set up a transfer. I set a transfer that was to take place on the 30th of each month. After setting up the transfer I went home and checked my account. They had transferred the funds that day. I was lucky that this mishandling of my funds did not result in overdraft charges. Situation 4 After being treated like a criminal for requested the $3 the bank had stolen from me, I decided to stop using the downtown location. I went to the Westfield location to change the amount of the monthly transfer to my wife, and to order checks. I explained to the bank representative that when I initially set up the transfer they transferred it that day and not the 30th, so could you please make sure that doesn't happen again. I also told him to make sure that I have the correct address on my new checks, as I had moved, and verified my new address. I went home to check my account after that and.......You guessed it, the funds had been transferred that day. When I got the checks they had the old, incorrect, address. I am out of space so I am only including these issues, there are more. Switching banks read more

Martin Johnson & Jason Niles at the downtown Springfield branch of Berkshire Bank are simply wonderful folks. Berkshire Bank's mortgage Dept however are dumber than rocks! They can't read a tax return and shouldn't be making such critical decisions with a compliance dept staffed by trained chimps. But both Jason & Martin helps us look past their short comings in the Mortgage Dept. They are super attentive to the needs of small businesses. Thanks so much guys Bill Y. read more

We are new to Bershire Bank as they recently took over Commerce Bank. I don't have faith in them at all!! I'm looking to change my bank ASAP!! I had been with Commerce Bank and Trust for many years....I'm not happy with this bank and am looking for a new bank!!! End of story!!!!!! read more

Went to Berkshire Bank Springfield, MA for a mortgage loans they nickeled and dime me to death with all there ad-ons then re shared me just to get more WTF plus put the seller through hell...... If you want to buy a home do not use them you been warned read more