Very disappointed with enterprise. Been renting from them for years. Today for some reason they need all kinds of verification. I never needed any of that before. Staff was not helpful at all. Very dismissive and uncaring. Will not use them again. I will take my money elsewhere read more

Enterprise Rent-A-Car - The store itself - Car Rental Near Me - West Springfield, Massachusetts

I actually left my review after contacting corporate customer service about my experience. I was told the are manager would reach out to me within 48 hours. I still have not heard anything. Incidentally, I am still in a rental and my husband was able to go to Springfield's location and they honored the email from the airport manager. I still would advise staying away from WEST Springfield location. read more

I have been an Enterprise costumer for 25 years, before I owned my first car. This was the worse customer experience I ever had. The Assistant Manager Ken was horrid. I was in a car accident on Friday and am a carpool mom of 3. I attempted to rent a vehicle last week and none were available and my car was not safe to drive. I rented a car from the airport out of pocket and at the time was told I could exchange the contract for my insurance claim contract at a local branch. My husband spent hours on the phone navigating this yesterday. This morning at 530 AM we received written confirmation from the airport that they would allow drop off at the West Springfield location with the locations cc'd on the email. I went there right before work and essentially Ken refused to help me. Initially, he said he could not see the reservation. When I called the Springfield location to release reservation, he then said he would not help me because I attempted to get a larger vehicle than was on my contract ( Carpool mom of 3 who play sports here!) and my insurance adjustor was name dropping so in his own words "Full disclosure, I am not going to help you! You need to go back to Springfield." I asked to speak to manager and KEN said he was the manager. I called my husband who was on his way to work 1 hour away at the time who asserted he spoke with representative from that location. KEN then said it never happened because he worked all day and they would have checked with them. He kept repeating that he would not help us. I eventually found out that the person my husband spoke with yesterday was the real manager, JORDAN. I became frustrated and wanted to record conversation. Ken became enraged and threatened to trespass me ( My husband informed me on call I was not permitted to do that - I did not know this at the time). He walked away and said conversation was done. He was not going to help me. I needed to go back to Springfield. I was not able to get served, I ended up 45 minutes late for work and this truly impacted my day. I did have choice non-expletive words for him upon my exit (not my finest moment )and not what I try to teach my kids ( hypocrisy of parenting). As a human, as a parent, as a person during the holidays, I was not prepared for the open hostility and refusal to be served a customer. I recognize that franchises do not have to honor other franchises' contracts. My husband put in work to get approval and Ken dismissed it. He blatantly refused to honor the decision of his real manager, Jordan, STATING multiple times that he was choosing not to help me. I am not certain if he had a bad morning, if he had a breakup, if his dog died, what he was going through or if he just wanted to flex as an assistant manager, but my loyalty and confidence in Enterprise as a reliable business was shattered today. BOTTOM LINE : Stay away from this location. Apologies on the length of this! read more

This location has horrible customer service. I called to see if they had a mid sized suv to get into for my insurance claim. When I arrived they tried to put me into a small Ford suv that was horrible. Don't go here! read more

Quick and efficient service. They were just on top of everything even though there were quite a few customers who all showed up at the same time. Great work, team. read more

Enterprise Rent-A-Car - Car Rental Near Me - West Springfield, Massachusetts

We had a good experience at pickup but crew was extremely unhelpful when we returned the car. We had been told we would get a ride back to the train station but when we returned the car we were told that it was "outside their jurisdiction". read more

Make sure you actually read the entire rental agreement! I've rented from Enterprise a few times over the years and I haven't found any sort of dishonesty (of course, the fact that the salesperson glazed over any specific additional charges in dropping off the return vehicle somewhere other than the physical rental place wasn't unnoticed), or questionable customer service until my most recent rental from the West Springfield location. Please work with your salespeople on proper conversational etiquette in not bringing up politics... that's a huge no-no with any customer service field. Do your customers a favor and lose the used car salesman approach. Be honest upfront and save your customers some $... good customer service will go a long way. Overall experience here: meh read more

Service from hell! Customer service should be taught to the rude as hell lady that tried to handle my reservation. Never again will I go to Enterprise in life! So glad the Hertz was open and the ppl there help me out without an attitude or being rush. I got a better car and a better price. The lady at Enterprise wanted me to basically jump thru hoops. After bring damn near all of my personal information ahe asked for ahe then told me I needed a notarized letter stating I had full coverage on a Sunday! After I already told her I was purchasing the full coverage they them at $35 a day compared to other places. Then the car or nothing like it was available. Service from hell! Hertz will from now on get my business. read more

Please don't get a rental through these guys they are very quick to get you out the door and make you feel comfortable that your insurance or rental is handled properly for you while they sign you up for fees and end up with a bill at the end. They will very dishonest and don't break anything down just try to have you sign a tablet and get you in your way. Corporate was no help and they will still handle it at store level by telling you that your under an agreement. Seek other companies to rent from. Dishonesty. Hidden fees. Scammed. Won't fall for this again ask about a detailed invoice before agreeing to anything and don't take their word. read more

ALWAYS extremely helpful,they aim to please and have made sure I leave happy everytime. They have an amazing staff and have done their very best to help in anyway possible. read more

This will be my first and last time receiving a rental through enterprise. Associates do not thoroughly explain anything to you especially if it's a rental through your insurance company. They have hidden fees that aren't explained and you end up with a bill and losing your deductible all in one. Do not sign anything and ask questions don't put your trust in these guys saying your insurance has you covered. read more

Wonderful customer service! highly recommended. Enterprise rent-a-car was very helpful with providing information about my rental. I will definately use their service again if needed. read more

We got a Nissan Altima 2017, It was a good car but smelled like smoke so bad! I have migraines and my hurted everytime I drove. Also there is no rubber thing on the breaks so my foot slipped...that's a safety issue. Over all customer service was good. read more

All it takes is one person with extremely bad customer service skills to give a negative image to an organization. Had the bad luck of speaking to just such a person today over the phone who was very adamant that no matter what the weather conditions and how unsafe the roads (about 10 to 14 inches of snow, poor visibility, snow covered roads etc.) the rented car must be returned today. When we finally reached the location and voiced our concern she never owned up and apologized (because that is all it takes really to admit that you were wrong and had made a mistake) but she also let her coworkers take the flak for her. Not only does she have bad customer service skills, she doesn't seem to have strong work ethics either. How do I know she was the culprit? Because when I accused her she never came out to defend herself but hid in the back office while her coworkers covered up for her. read more

Poor customer service at this location, Had a confirmed reservation and made a mistake thought they were open until 6:30. Got there at 6:20, I was let in and explained my mistake and that i really needed a car. First they claimed they did not have any cars left, then they said they had already shut the computers down. I explained I really needed the car and I rent almost every week from Enterprise. The manager on duty coldly replied the computers were already shut down and to come back in the morning if I want. Wow, typically other Enterprise locations go out of their way to help their customers. This one has leadership that puts them first and their customers last. Go to another Enterprise location if you want good service read more

I got an email from Enterprise Rent-A-Car in West Springfield stating that "100% customer satisfaction is our priority and we strive to exceed our customer's expectations." Below was my response and story: Hi there, I just want to let you know that you guys were 110% the best. Yes, everyone says that 100% customer satisfaction is their priority, but with you guys it really showed through from send-off to return. A little bit about my situation: - On Wednesday morning I was traveling with my family from Boston to Erie, Pennsylvania in my minivan to attend family Thanksgiving dinner. It's easily an 8 hour drive, 9+ with stops. At Ludlow, the check engine came on. I actually went to a mechanic and he said that I was running on 3 cylinders. But, after stopping and turning the car off, the engine light went off and did not come back on when I restarted the car. So I drove another 15 or so miles...and the engine light came back on. We were only 2 hours in, and with another 6 to go...if we turned around to trade cars, we would lose another 4 hours... - We thought we'd give car renting a shot, and Enterprise was the first car rental we thought of. The fiance got on the phone and found your location in West Springfield. - You guys had a lot of ins and outs that day, and initially weren't sure if you could help me immediately - only until the afternoon. It was 10:30 in the morning; certainly wasn't the best solution. However, an associate updated her colleague on the latest car status, and there were sedans for us to choose from (which translated very well for us from a minivan!). - Without letting on to any of these details, I casually asked what the cost was. From a customer point of view, we don't know the pricing practices, but my mind was thinking that you guys could take advantage of "day of/walk-in" customers. However, Steve did not, and gave a very reasonable/acceptable cost, and certainly for last minute etc. - When we walked around the car, he looked at the gas, and noticed it wasn't quite 1/2 full. Instead of trying to A) technically be fair and go to 3/8, or B) try to nickel and dime us, he actually told us this and rounded down and said to bring back a 1/4 tank (we actually brought back the 3/8 tank, but what a nice way to start the trip!). - With all of my prayers answered up to this point, I had to sheepishly ask the last question: could I leave my car in the lot until I returned? And again, to my surprise, that was also not a problem. - As you know your office closes at 1PM on Sundays. We got up at 4:30AM to try and get there before the 1PM closing. Traffic was a bit rough, and we got there at 12:30pm. I forget the gentleman's name who received us, but 1) he came out with the receipt to our car, and 2) he said that he would waive the 2-hour overage fee. You were absolutely in your right to charge it, but you chose not to, and instead truly focused on 100% customer satisfaction and the long game. I had a driving situation turn sideways in a hurry, and without you guys knowing it, you made every right move for us in our troubling circumstance, and did everything to make it right and get things back on track. I know I received some extra benefits that you can't give out to everyone - so even more so I truly appreciate it. You made my Thanksgiving trip with my family 1,000% better because of your attitudes and willing to help. I will recommend however I can (a positive yelp review is in order!). To be clear, I am at home now, we did get the minivan home, and we'll get it looked at tomorrow! Thank you!! read more

Thanks Nathan for helping me out after a couple of missteps w/rental Very professional I will continue to rent and recommend enterprise read more

Staff is nice. The car was great. The only thing I did not like was there was not a transponder mount

The staff at this location is great-- both Todd and Nico were extremely helpful and accommodating!

I was happy with my experience aside for the wait getting our car. We must have just gone during a busy period. All in all I was happy with the process and the price. I have already booked my next rental with Enterprise. read more

The staff is quick to help clients and very courteous. Short wait time. The first car I was given was a smoker's car. when I requested a replacement they responded with a new, right off the showroom car. read more

I realize that this is more of a 'shame on us' for listening to the customer service rep and not actually reading everything that we signed, but... Our insurance company arranged for the rental wiht Enterprise and notified them of our policy limit. The insurance arranged that Enterprise would meet my husband at the auto body place when he dropped off the car. The gentleman was on time and the car was fine. Nothing special, it was a Ford Escape. The rep proceeded to quickly have my husband initial and/or sign several areas, which he did. He asked about any charges and the gentleman said only additional charges would be if he wanted to prepay for gas, otherwise he'd have to bring it back with the same amount of gas. My husband said no to the prepay gas and was thrilled with how quick and easy it seemed to be. We had the car for over a week and, per the agreement, he dropped off the car at the auto body place once our car was ready. While reviewing our credit card transactions the following month, we found a charge from enterprise for $104.00. When I called, they told me that they took it upon themselves to upgrade the vehicle they provided to a vehicle 'comparable' to our 2010 Forester. They said that they tried to call us to tell us they were doing this, but they had the wrong telephone number (given to them by the insurance company). Like I started this review, shame on us for not reading what we signed. There was a lot going on getting the car setup at the Auto Body and the gentleman that brought the car seemed honest. BUT... when they couldn't get a hold of us, it would have seemed like the best thing to do would be to deliver the car that the insurance arranged for. The car that was included in our policy limits. We will also contact our insurance and let them know about our disappointment with how Enterprise handled this. Maybe they could consider other vendors that would be more forthcoming with additional charges. read more