Penske Truck Leasing Co. L.P., Inc.

We are working on the below complaintThe customer should not have received an invoice for this situationWe are currently in the process of reaching out to that collections agency to request a letter be sent to the customer stating that he is not responsible for the invoiceAs soon as we
have the proper information we will provide you with an adequate response to the complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, it is obvious that Penske did not read the complaint in fullThey believed my complaint to be regarding gas mileage, when in fact it was regarding the hours spent stranded on the side of a highway in the middle of JuneNevertheless, the resolution is satisfactory, and I am of the opinion that the ends have justified the meansAlso please note in any communications to Penske that I have still not reserved my security deposit (it has been more than one week; the time they quoted), and I consider this resolution a separate issue from that deposit being returned
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I never sent the email but I do have the recording however after contacting attorney general the charges were reversed before an official case was openI was happy that the right thing was finally done and penske accepted their employees mistake by reversing the chargeThank you for your time
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because it fails to address the fact that Penske made reservations for a truck which they did not have available, we had no choice but to accept a much smaller rental truck with no ramp or lift gate, then to add insult to injury they claim there was "confusion" related to the refund policy. I assure you that my husband was present when we paid the deposit and we were told it would be "refunded immediately when you return the truck." Placating your customers is not sufficient. I would like to know what Penske intends to do in the future to make sure that this same situation does not occur with future customersWhen a service industry continues to perform badly and is not held to a standard, then consumers suffer the consequences and the business has no motivation to improve their performance. In their response I did not read anything that states how they intend to improve their performance in the future. I am a former customer, I will never be a current customer of Penske again due to my TWO consecutive bad experiences with this company all directly related to their truck rentals and now prolonged delay in refunding the rental depositThank you for your efforts in making Penske accountable for their very poor customer service
Regards,
*** ***-***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Penske said they were taking care of getting the police reportTaking over a month to do so is unacceptable.
Regards,
*** ***

Penske is happy to assist the customer with thisWe have tried to reach the customer but have been unable to reach them on the phone numbers or emails providedPlease call ###-###-#### and ask to speak with Matt, and we will be happy to get this resolved
Thanks,
Matthew I***

We just got a company name but have been in the transportation industry for a while, which was the reason we were asked to put down a deposit by certified check when inquiring about leasing a semi tractorWe were originally told by at least reps that we would get our deposit back when we brought the truck back and it checked outOur truck checked out fineLong story short days later, we still have not received our depositThey said they mailed it out but have no tracking number for meThey have my bank info but cannot credit my account, and there is no way for me to go to Penske and pick up a checkIm not saying who to use, I'm just warning DONT USE PEKSKE!!!!!!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
My mailing address is *** *** *** *** *** ***
Regards,
*** ***

Dear *** ***,
Thank you very much for your businessWe do sincerely apologize that you never received the refund check from us as promisedThere will be a new check issued for you in the amount of $
Thank you again for reaching out to us and have a wonderful day
-Rental Support
Group, Penske Corporate

Hello ***,
From what I gather our manager from that department has reached out to youI know they put you at high priority and are working to get a truck out to youIt was confirmed the price of the warranty has not changed and they are still offering it at $as you had
mentioned.
Thank you for your time

Penske is very sorry that this customer is not fully satisfied with the purchase of this vehicle However, this vehicle was sold ‘as-is’ per the agreement of sale, without warranty Despite the ‘as-is’ nature of this sale as specified in the sales agreement between the customer and
Penske, Penske has agreed to compensate the customer out of good faith for the items described in this complaint, and this compensation was agreed to by the customer The customer has signed two different settlement agreements from Penske for these items, acknowledging their acceptance and satisfaction with the settlement, and that they will not receive any additional compensation for anything further in connection to the purchase of this vehicle These two settlements together total nearly 50% of the truck’s purchase price We feel that we have acted out of good faith, and have gone above and beyond in an attempt to satisfy this customer Penske will neither further compensate the customer nor purchase the vehicle back.”

The Penske located at Avalon Storage is the best location I have ever tooBoth the owner J*** and the girl behind the counter, A***, were both extremely helpful and kindBoth went out of their way to ensure that we had everything we neededA*** had already loaded up our furniture pads and hand trucks before we had even arrived which made the whole process much smootherNot to mention that it only took a couple minutes to complete the check-out process because she had everything prepared like I mentioned beforeLoved the welcoming environment and the office itself was very clean and the whole place was very well maintainedThe true meaning of customer service with a smile! I will recommend Penske to anyone, because on top of the phenomenal help, the truck itself was very clean and ran like a dreamCouldn't have had a better experience with these guys! You rock A*** and J**!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I do want to personally note the response was quick and decisiveI have never had such an experience which warranted a complaint with this bureau, and I have to say the business' response was definitely satisfactory based on that merit alone
Kind Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** ***, I have spoken with Noel B***, the District Rental Manager of your pick up locationHe indicated that he spoke with you in the late afternoon of 1/resulting in a refund of $He indicated that he had a very good conversation with you and you were happy with the
end resultI am assuming that the Revdex.com complaint was submitted prior to your conversation with NoelIf this is not accurate information, please let us know. Thank You, Amy W***

Despite the ‘as-is’ nature of this transaction, in an attempt to resolve this complaint, Penske is willing to offer Mr*** two different options in good faithOne is a refund of $to be used as he sees fit, contingent upon the receipt of a signed settlement agreement and release of liability provided by PenskeThe other option is for Mr*** to get a 3rd party estimate for the repairs he feels are needed, and provide it to Penske, we will review it and determine if we are willing to participate in of the estimated costs“
Thanks

***,
We apologize for the experience you had renting our vehicle. Our insurance department would like to speak to you further. We have two different numbers to reach you and they are having trouble contacting you on either one. If you could, can you please
contact us and make sure we have the proper information to reach you. You can reach us ###-###-####, this number will go directly to my team. We will stay in contact with the manager of our insurance department directly and make sure the claims adjuster if able to reach you
Thank you,
Laura S***
Penske
Supervisor - Central Reservations

Dear ***,
Thank you for writing, and I do sincerely apologize that these resolution details were not included in our first response to you. I do take your concerns seriously, and our goal is always avoid any future issues over misinformation concerning Penske policies, procedures, and truck availability issues. Especially when this involves one particular office on two occasions, it is something we want and need to investigateTo follon this matter, I had one of our supervisors in Corporate call the locationShe had about a one hour phone call with all of the local managers to discuss what happenedShe went over the credit card refund process with the particular associate that gave misinformation to youIt was explained that in standard bank processing time, refunds can take 3-business days to show back in an account. We learned that the local associate had tried to make amends with extra discounting at the time with rate adjustments on free miles and a lower daily rate as wellHowever, an equipment size downgrade is never something we want to offer unless absolutely necessary -- and they were very sorry over this incident, knowing you were very upset by it as well Also, the Area Rental Manager was informed of what happened at the location, and that the truck was not up to Penske standardPlease know that everyone involved, from service to rental, has been spoken to about this issue. I just want you to know that we have worked as a team to take extra precautions to prevent any future problems in all these areas
Thank you for your time,
*** *** - Supervisor

We have reached out to local management concerning the complaintThe local office has been in contact with the body shop to see if they can work on splitting the repair costs down further for the rub rail costsDue to the location being unable to prove that the additional damage to the plate was
caused during this particular move, we were able to get the bill readjustedIt now shows that the final bill will be in the amount of $