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

Hello ***,
I do apologize about the issues that you encountered with the rental and the addition of another driverAttached you will find the system notes of when we added the driver to your contract. Customers are unable to see this on their print contract since these
are usually kept confidential for any driver concerns or accommodations. Once the contract is "batched" or timed out, we can no longer make changes or alterations to the contractInstead, the work around that we can legally use is to add driver information to our system/transaction notesI hope you are able to use this image to prove that *** *** DL#:***-***-***expires: 07/25/Birthday: 06/25/License class:E was a registered driver as of 11/06/If the image does not provide substance, then please take this response as our acknowledgement that *** *** was a registered driver for the Penske rental# *** from Albuquerque, NM to Modesto, CA on the dates of 11/05/to 11/11/Thank you for bringing this to our attention and we hope this is able to resolve the reimbursement issue
Respectfully,
Jeff D***
Rental Support Group
Penske Truck Leasing Co

We are disappointed to learn about some of the problems *** *** is having, unfortunately Penske cannot continue to assist with repairs with his truck. *** *** did purchase a warranty on his vehicle which is provided and administered through National Truck Protection. Our website does provide covera** information about the available National Truck Protection warranties, which do not include transmission and rear covera** for Class vehicles such as the one purchased.
From our conversations with *** ***, it does appear that he has contacted National Truck Protection and was advised that this repair to his vehicle would not be covered under the warranty that was purchased. While we have offered *** *** assistance as a gesture of goodwill in the past, Penske is unable to provide continued support and maintenance on the vehicle that he has purchased. We would advise *** *** to contact National Truck Protection about this and any other future warranty claimPenske is committed to offering the highest quality used vehicle possible, and we feel we have gone above and beyond already to try to satisfy the customer with his purchase
Thanks

We have received the complaint are currently looking into the matterHowever, we are waiting on information from our third party insurance companyAs soon as we receive the needed information from outside of our department we will be able to resolve this matter
Thank you,
Amy W*** Rental
Support Coordinator
Penske Truck Rental

[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:
You are not answer my question Does he choice not to continue to do business with me pertain only to *** or ***? If *** why?
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,
*** ***

***,
Thank you for taking the time to contact usWe are sorry for the experience you had with PenskeWe have agreed to the $refund for the problems and we will be sending a check to you, you should have it by the end of next week
If you have any additional questions or concerns
please feel free to contact us
Thank you,
Laura S***
Penske
Supervisor - Central Reservations

[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 no one has called/contacted me
Regards,
*** ***

Hello,
I have reviewed *** ***'s complaintWe do appreciate his business and we are very sorry for the issues he had concerning the chargesI have processed a refund in the amount *** *** detailed in his message - $That amount was processed to his credit card on file
that he used to pay for his rentalThe refund should process to his account within 7-business days, depending on his financial institutionI have attached a copy of the refund to this message for *** ***Again, we are sincerely sorry for the problems we hadWe appreciate him reaching out and giving us the opportunity to rectify the situationRegards,
Amy W***

Good morning,
I have followed up with our Risk Management departmentJanelle did receive the fax of your police reportThe department will cut a check today and send it to the address on the registration that you providedPlease allow 7-business days for mailing time
Thank you for your patience,
Amy W*** and the Penske Rental Support Group

[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 is not trying to work out an agreement with me, instead, hold my money hostage until I agree to accept less money than what is a full refund Currently the truck I just purchased has been out of service for almost a month and is still not fixedI asked for a full refund and was told I may not get oneThe previous proposed agreement from Penske was only in their benefitI was asked to sign a paper that released Penske's obligations while my truck is still broken down Penske is not working with me, instead bullying me with my money hostageI want all my money back NOW
Regards,
*** ***

Dear *** ***,
We have researched the rental information that you providedWhile it is in the Rental Agreement signed at pick up that overhead damage is not covered, and that the customer is responsible for loss of use, in good faith we are going to refund the charge of $for the
time the unit was not rented
Thank you
Laura S***

*** ***,
Thank You for taking the time to contact usWhile doing research I am not sure
exactly why the proper steps were not taken to
contact you, it seems to have
been an oversightWe were having technical difficulties responding through the
Revdex.com website, but I know that you spoke with a Penske Representative and that
you know the $fee was taken out of the systemThank you for your patience
and we are sorry for the misunderstanding
Sincerely,
Amy W***

***,
We apologize for all the confusion.
When your rental was returned you were refunded $however the charge for the rental had not been processed. When the error was recognized your account was charged for the balance owed ($198.93) making your rental cost $41.95. Due to the delay in finalizing your contract I have refunded your card $(the full amount of your rental). This is the most I can offer as a refund since ultimately you were only charged $for the rental costs
Thank you,
Laura S***
Penske
Supervisor - Central Reservations

The complaint was submitted to our re-marketing depratmentI am being told an offer was made to the customer and we are awaiting his response

We have researched this claim further, and have discovered the issue with the truck rental were due to the fuse boxWe had our technicians come out to service this vehicleThe issue with the fuse box would not have affected fuel economyTherefore, the most we can offer a compensation is $
for the inconvenience, and an additional $for the insurance coverages

Hello, Below is our response to the Following Revdex.com complaint that was rejected by *** ***. “I am rejecting the response from Penske because I have contacted them over times attempting to resolve this issue amicablyNot only was I given a truck with a license plate that belonged on another vehicle, the poorly maintained car carrier broke and caused my car to be damagedMy car has been deemed a total lossI am now using a rental car at my own expenseThe Penske claims person, Janelle S***, was not only very defensive but also rude when I called her regarding my situationPenske refuses to take responsibility or admit its mistakesI think this is wrongSomeone could have been seriously hurt when the car carrier brokeAlso S*** told me that Penske was not liable even in the event of their own negligenceThis is unacceptable and just plain wrong.” Our original denial was based on the contract languageThe contract says… Penske shall not be liable for any loss or damage to the transported vehicle or to any property left, stored, loaded or transported in or upon the transported vehicle, whether or not due to the negligence of Penske, its agents or employees (a) at any time, whether the vehicle is in the physical possession of customer, or Penske or anyone else, or (b) at any place including, without limitation, any of Penske's garages or locationsCustomer hereby assumes all risk of such loss or damage and waives all claims against Penske by reason thereof; and agrees to hold Penske, its partners, agents and employees, harmless from and to defend and indemnify them from and against all claims based upon or arising out of such loss or damage This language is located on the Towing Equipment Rental Agreement Rider. After researching to respond to the original Revdex.com complaint, our position remains the same which is to deny the claim The denial is based on the contract language and our belief that the damage to both pieces of equipment is due to driver error. Thank you, Victoria L***Rental Support CoordinatorPenske

[redacted],
After...

reviewing correspondence between you and the [redacted] area we found multiple instances where the location was unable to contact you for payment on your rentals.  There were also multiple complaints of mechanical malfunctions with trucks that could not be verified by a mechanic.  There were multiple attempts made to rectify any complaints that you had against our company, including a free week on one contract and multiple contracts with free extra days, but nothing that satisfied your needs.  Due to these factors the [redacted] area has decided to no longer continue renting with your company.
 
I apologize for the inconvenience,
 
[redacted]
Penske
Supervisor—Central Reservations

I spoke with our remarketing group and am being told an agreement is being negotiated with the customer and the offical response is currently in our legal department. We hope to have a response to the customer shortly.

Hello,
I am disappointed to hear that [redacted] has had a negative
experience renting with Penske.  In
reference to his rental, Rental Agreement number [redacted], I was able to locate
the 24/7 Roadside Assistance report for having...

the fuel filter replaced. We sincerely
apologize that there was a mechanical issue that delayed [redacted] trip.
As for the pricing, unfortunately that is something that we
are unable to change. Our rates change frequently, depending on several
different variables. Especially considering it was a month-end rental when
inventory is tight, the rates always tend to be higher. We understand that this is a big jump
just within a few days’ time; however it’s not uncommon to see.
To accommodate for the mechanical issue with his truck, as
well as some poor customer service, we are refunding [redacted] $100. We have
applied this refund to the Rental Agreement number referenced above – the refund
will process to his credit card on file. I have attached a copy of the refund
paperwork to this message for his reference.
Thank you for contacting us regarding these issues **.
[redacted] experienced.
Regards,
[redacted]

Dear [redacted],
On behalf of Penske I would like to apologize for the inconvenience you experienced during your rental. We would like to thank you for giving us the opportunity to resolve this particular issue. A refund has been processed in the requested amount as of 6/13/2014. Again we are very sorry for troubles on the road and we appreciate the feedback.  
Sincerely
[redacted]Penske Truck Rental