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January 2024 by Bryarly Lehmann
I would give no stars if it was an option. I prepaid. Car was not available so they gave me a Tahoe that gets 20 mpg. I was told verbally it wasn't full and bring it back the same. I brought it back full since that is what my contract said. They would not reimburse me the $33.00/11 gallons. I have files with the State Attorney Generals office and will with the Hampden DA. Any one else with fulling problems should file.
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December 2023 by Amber Kinzie
My experience with Hertz was amazing. They did everything to make sure I had a safe, reliable and secure vehicle for safe travels. Hopefully I will be hearing from them tomorrow morning due to me having some very important business to attend to.
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December 2023 by D L
So my insurance made me goThrough hertz and I’ve been calling them from three different phone numbers including my insurance, my personal cell phone number and my auto body shop. Was suppose to have a ride to get a car today as was scheduled by insurance and confirmed last week and they no showed and left me stranded for two hours. Still haven’t reached out to me or picked up the phone: Had to use a competitor For a rental since hertz won’t pick up the phone to answer any calls at all. All morning long since they opened me and my auto body shop owner and my insurance has been trying to reach a staff member and the phone just hangs up on you. Really great service as I’m 9 months pregnant and I missed my doctors appointment with my babies doctor today because hertz wouldn’t pick up the phone and literally left me stranded without a vehicle. I’m a one car family so I didn’t have another ride and I confirmed twice that I was going to be picked up from the auto body shop to get the car as per my insurance.Sadly my auto repair shop disclosed they also have continuous issues with this branch being late, being inaccessible and just no one ever answering the phone. If I had known this I would have avoided them but since I am getting myCar repaired from damage being done to it my insurance said to go through hertz. super disappointed I mean I can’t walk from Chicopee to west Springfield not at 9 months pregnant in the winter rain all morning. I would have called for a taxi but I was scheduled to be picked up by 9 am and confirmed that was available multiple times and still got no call no email no car no show by hertz which is really not acceptable. Especially since they are a preferred shop. Thank god for their competitor who was able to get me a car today but super frustrating considering it made meMiss a really important medical appointment I’ve had scheduled and this reservation was made literally over a month ago and confirmed multiple times within the month….
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December 2023 by Eleonore Neufeld
This hertz has gone down in quality dramatically. I am a platinum gold plus member which is supposed to come with superior service at Hertz, but good luck getting this at a location which has rotten down completely. I booked a Tesla, and of course it wasn't available when I came, so they told me they give me "the same car" which was supposed to work at Tesla charging stations. IT DOESN'T. Dear readers, I spent the last 4 hours driving around to find a charging station for the car they gave me. They are all slow or not working at all. I'm a business woman and rented the car for a business trip and the one thing I didn't have was time, so it was just so unprofessional of them to convince me to get a car without any opportunities for charging. In addition, I had to hang out there for 40 min (!!!) to get my car, although the platinum benefit supposedly is that "When you arrive, you'll reach your car as quickly as possible, with expedited service ... if enrolled in Hertz Gold Plus Rewards". Yeah lol my service was not expedited. The people working there now also look and behave like children and don't seem to take this job very seriously. The car I got was extremely dirty from the inside, but the employees knew that! The guy who helped me out asked the other employee whether the car had been cleaned, she said no and told him to clean it, but alas, he didn't and just gave it to me. It was full of gross crumbles inside and smelled like smoke. It doesn't help with the impression that the employees are dressed in sweatpants, and there are a lot of buddies at the location that seemingly are just there to chat with the employees.
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December 2023 by Rose Schwietz
Rental was fine, but when I tried to return the vehicle no one was at the office even though I was there outside the door 8am Monday morning. Had to leave so I just dropped off the key and left the car FULLY REFUELED in the lot. Get to the office and see they've charged me for "fuel and service" but I left the vehicle FULLY REFUELED. Have been calling them nonstop, no one answers at the office, asked the automated system to send me a link where I can upload a fuel receipt, the link never got sent. I want my money back! The car was FULLY REFUELED - I should not be penalized because the employees did not open the office on time!
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December 2023 by Samantha Dominique
Zero stars. Will never come back. Reserved a car days ago and went to pick up today. Was already charged for it and was told rudely they didnt have any cars. Another family was in the same boat as me at the same time. Employee was extremely rude, don’t waste your time, go to enterprise across the street.
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November 2023 by Rich A
If i could give this location a 0 Star, i would. The customer service is the worst i have ever witnessed. I contacted this location and assuming it was a young kid on the phone. I directly asked for the manager and he said he was one of them. That was an absolute lie, cause I am aware whom the manager is just by walking into the establishment. Everyone else in that establishment is dress downed except the manager Dan. Straight to the point, I left my glasses in the rental and I am 110% sure they are in there. The young folk denied it was in there/ not found. I was aware the morning of where exactly in the rental I put them, I somehow just forgotten to grab them when i dropped it off. The kid who answered my call was extremely unprofessional and took this situation as a joke. They really should reconsider whom they hire at Hertz West Side. I am personally going to write a complaint to HQ.
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November 2023 by Jarred Talbot
if you want the wrong car you ordered and then be given another car that's dirty and smells of smoke they got you covered. lines are out the door with employees attempting to clean them after paper work is completed. the place is a mess with leaking windows the walls are falling apart the front doors broken and tiles coming up. customer service is horrible prepare to wait hours for help. would not recommend, stay away!.
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November 2023 by Travis Carter
Overcharged me! Then told me didn't return vehicle, only had 1 hour but charged me 2 days! Would NOT RECOMMEND! 1 plus vehicle wus nice !
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October 2023 by Joseph Ziemlak
I will be turning over all information to he District Attorney's office of the Company in WEST SPRINGFIELD, MA. belonging to Hertz. They quoted one price for rental of vehicle and charged over $550.00 more then quoted and they re rented the car I turned in the day before and charged my Visa card, this is a criminal offense and I hope they shut this down and arrest the people that tried to rip a Retired Police officer off.
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October 2023 by ANGEL DIAZ
Twice now, we have had a car processed and picked for a date and time, on said date we show up and no cars available, hours of waiting and still no car. Staff socializes with each other rather than helping customers. This experience is horrible, and instead of making accommodations I feel the staff is giving me the run around. I highly don't recommend coming here.
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September 2023 by Mindy Brodecki
Daniel and his team were incredible helpful when i unexpectedly needed a rental. They had a great level of professionalism in a busy office. There was a very rude and difficult customer there at the same time I was and I was very impressed with the calm professional manner they were able to display with that customer as well. They helped me not only with the rental but also a couple extensions when life did not go as planned. I would highly recommend the West Springfield Hertz to others!
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September 2023 by John Campbell
Very Busy location. Came here Sat. before Labor Day. Only one gentleman, Daniel, handling rentals. He did a great job moving quickly through a line of many customers.
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August 2023 by Adam Joubert
I tried to reach this location for almost 2 hours. They told me to call so they could meet me with my vehicle rental. Will not pick up the phone. I finally found my own ride And went in person to pick it up. When I got there asked for manager who left early. I explained I called 25 times and noone picked up all they said was that they can see that they are busy. So I look around at 6 people sitting around doing nothing half of which are just on their phones... one guy talking about how he hates his job and is leaving soon.finally get my vehicle and guy just hands me keys and says all set without explaining anything or going over previous damage so I took my own pictures. I was forced to go through them through mapfre as thats the insurance that the at fault driver had. Never will I go here again and looking at the reviews somthing must be done about this location. No sympathy for having me stranded almost 2 hours!
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August 2023 by Danielle
Hertz corporate really needs to step up and do something about this location. It is obvious due to all the reviews going back 3 months whoever is running this location is completely incompetent. Have a reservation for drop off service and they can't even answer the phones!! Been calling for an hour straight. Left stranded with no vehicle and no way to get to work. Will update with whatever bullcrap comes next. Do not depend on Hertz they will leave you high and dry
