Enterprise Rent-A-Car

Very unsatisfactory experience. Shortly after leaving this branch, I discovered a small crack in the car’s windshield. Because I have rented from them many times, I called up and reported it without physically returning. Big mistake. I was assured that the damage would be noted and I wouldn’t be held responsible.
When I returned the car to a different location several days later, they checked with the Pittsfield location who claimed that they knew NOTHING about this. What is even more unbelieveable is that I had to call the branch over and over again and they wouldn’t even return my calls. I spoke with Brett, Greg, Brian and Jamie. Clearly someone «forgot» to note my call, but the way this was handled was just completely unacceptable.
As a frequent Enterprise renter, I will be contacting the corporate office about this branch. I would highly recommend you go elsewhere. Hertz is another option in Pittsfield.
811 Dalton Ave, Pittsfield, MA 1 201
Phone:(413) 499‑4153

Jamie was absolutely fantastic and helped us so much. We were in the middle of a very stressful move and renting a van to drive from Pittsfield to Bradley airport. He gave us a fantastic rate and was very friendly, competent and gracious. We are very grateful.

In my experience, this branch is completely incompetent and also provides terrible customer service, which means the customer isn’t able to fix the problems that occur when branch employees fail to do their jobs well. As for the branch manager, Brian — watch out for that guy! He is the epitome of the rudeness and incompetency I described.
I unfortunately was in a fender-​bender while driving a car I rented from Enterprise, and when I called the branch to discuss coverage, Brian told me I wasn’t insured despite the fact that I indicated that I wanted to purchase every available type of insurance on my initial rental agreement (and my copy, the branch’s copy, and corporate’s copy of my paperwork reflected this). He additionally chastised me for driving the car in such damaged condition (even though the damage was completely cosmetic and I’d immediately driven to the nearest Enterprise unit after the accident so a representative could assess the damage and tell me how to proceed). After over half an hour of this, dear Brian finally noticed that he was looking at the WRONG RENTAL AGREEMENT and had, in fact, spent a huge amount of time inappropriately and paternalistically scolding me for something that somebody else had done.
It’s ok, though, because he immediately found something new to scold me for: failing to contact them promptly to resolve the situation. I protested that I was a full-​time student working two jobs and while that made it difficult to call them during their open hours on certain days, I HAD called after hours the same weekend I returned the car and left messages on their answering machine. Brian sneeringly told me that their office did not, in fact, have an answering machine. (Later that evening I called the number for the Pittsfield branch and discovered that they do, in fact, have an answering machine, so I left a message expressing my confusion. When I next spoke to Brian and mentioned I’d called after hours and there definitely WAS an answering machine because I’d left a message on it, he told me the answering machine was in St. Louis and he hadn’t known about it until somebody in that office contacted him with regard to my message. I literally have NO idea what he meant — maybe the Pittsfield phone accidentally redirected calls to the St Louis answering machine? His explanation was a total oversight on his part if true, and if not, it was a really, really bizarre lie.)
Several days after our final conversation, Brian sent my paperwork to Corporate to process my claim. Unfortunately, he either sent the WRONG paperwork or failed to include the insurance information, because I was contacted by a woman in the damages unit who was under the impression I hadn’t purchased insurance. When I told her I had and she looked up the records of my paperwork, Brian’s mistake became apparent. We said goodbye with the understanding that everything was settled, and I received an email from her confirming this. About a month later an insurance agent emailed me saying that while they had records confirming I’d indicated that I wanted insurance, they’d never actually received payment for it because Brian had failed to charge me for it. When I contacted the Pittsfield office to ask them to charge me for the insurance since they had my credit card on file, the representative I spoke with told me that Brian was handling the insurance company (which was not the assessment of the situation I received from the insurance agent I spoke with) and she was unable to settle the charges until Brian was in the office, since he was the only one handling my case.
Long story short, I’m really frustrated and disappointed by my entire experience with the branch. Like I said, they really don’t do their jobs well, the customer service is terrible, and they don’t make it easy for you to fix their mistakes by resolving issues as they arise. To be transparent, I’m leaving aside this whole other issue where they had a dropbox for return keys BEHIND the building where the cars were supposed to be dropped off and because nobody told me about it, I kept the keys and left a message on their answering machine (which wasn’t answered, unsurprisingly), and I was charged for an additional 5 days. If I hadn’t kept my copies of all he paperwork I signed and all the emails I’d received, I’m pretty sure I’d be totally screwed right now. I’m definitely filing a complaint about Brian’s behavior with corporate HR, and I strongly advise anybody looking for a rental car to avoid this branch.

I rent from this branch all the time. Always have a great experience.

Because Pittsfield Enterprise could not tell me where their BDL office was located, I missed my flight. Hint: Follow the signs for rental cars. The Enterprise office is just beyond the other («in airport») rental car lots. Go STRAIGHT after the Hertz lot.

I have had rented from this branch of Enterprise twice. I have nothing but good things to say about how I was treated! The manager worked to accommodate my requests and helped me solve issues related to my car rental needs. I will always rent from them whenever possible.

Watch out for this place!!! I rented there out of necessity and would have never gave them my business had I not had to. My grandmother was kind enough to bring me to pick up my rental while my truck was in shop.
My experience started off wonderful with Tarren Soukup and her big smile greeted me and then I ended up dealing with another gentleman. I got my car and took my stuff from my grandmothers car and placed it in my rental and this is where the lying, finger pointing and straight BS began.
My grandmother parked along side just passed the corner of building started backing out while I was still standing outside my rental. She gets about half way out of parking spot and stops as she saw people with kids coming out of building. She looked at me and asked me if it was clear as she didn’t want to hit anyone. As I was saying Nana your good, there is no one behind you, Tarren who was parked on side of building and had been vacuuming out a customers vehicle started backing up right toward my grandmother!
I start screaming to stop as my gram was frozen in fear over my reaction to seeing this car coming toward her vehicle. Now I was pretty calm and was thinking hey this sucks but it’s clearly her fault so it’s just an unfortunate accident. So Tarren gets out of vehicle and looks shocked as she should and says she will be right back.
Tarren gets her boss Bryan Luka who then comes out and tells me it’s my grandmothers fault!!! I was in shock. I told him first off you weren’t here, you were inside! Bryan said, «well look sir I’ve seen a lot of accidents and what your saying doesn’t match the damage on car. You obviously backed into each other.» I’m thinking you got to be kidding. I tell Bryan again I SAW THE ACCIDENT, it was your employees fault. And then Tarren chirps in,
«I was looking in the reverse camera». And I then asked her, «so you didn’t look in the mirrors? That’s what mirrors are for». Then Bryan goes back to blaming my gram saying, «well technically the person in the parking spot doesn’t have the right away, so your gram was in the wrong». So I asked Bryan if the light was green and I made it to the middle of the intersection and stalled and his light turns green does he then have permission to ram me?!? No, that’s not how it works. Well after a lot of stupid back and forth I wasn’t getting anywhere and Bryan said I would have to get the police.
Police come and say it’s a private lot and can’t do anything but take down information. Then we go into the Bryan’s office where he wrote what happened in the accident on a form he had to fill out which still said the two people backed into each other. Keep in mind the only words I heard come from the actually employee was «I used the reverse camera». Tarren was not in office and this boss of hers took the entire situation over like he was in the accident himself. So I was done arguing and let Bryan write it up that they backed into each other because he wasn’t going to write it any other way.
Then I took the trip to my grams insurance company with her, explained the situation and said I will do whatever it takes so she is not placed at fault as I saw the entire thing from outside the car standing there and was the only witness regardless of my relation to the victim. And also stated how if it had been my grams fault I wouldn’t have thought twice to say so, as I’ll admit my grandmother is not the best driver in the world but she has never been in an accident in her life.
Anyway, now my grandmothers insurance is fighting theirs for who is to blame in the accident which is ridiculous. The people there have absolutely no integrity and this very small accident with very minimal damage could have been solved easily by being honest and it would have changed my whole outlook on this review. I’m sad that people lie and that a business like that especially will all lie as a team and stick together over a simple little accident! Please save yourself the trouble and go elsewhere!!! I will never give them my business again after this incident! Thank you Bryan and Tarren for helping my decision as to where to go to rent a car if I ever have to again… NOT ENTERPRISE.