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

[redacted],
We have taken time to review your complaint.  We have had both an outside vendor inspect the truck when you first called and our own mechanics inspect the truck once it was returned.  Both report...

that there were no problems found in the fuel system.  The fuel usage of a truck can be affected by the terrain you are driving on and how much is loaded into the truck, our website shows an estimate on the amount of fuel usage the truck will get but we cannot guarantee actual amounts.
We understand that you are not satisfied with the experience you had in our truck.  We see that you are requesting 100% of your rental costs refunded, however, since we could not find a problem with the truck we are willing to refund 50% of your rental costs back you.  We have refunded $397.03 back to your credit card.
If there is anything else we can help you with please feel free to contact us,
Laura S[redacted]
Penske
Supervisor - Central Reservations

I am rejecting the response from Penske because I have contacted them over 10 times attempting to resolve this issue amicably. Not only was I 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 damaged. My car has been deemed a total loss. I am now using a rental car at my own expense. The Penske claims person, Janelle S[redacted], was not only very defensive but also rude to me when I called her regarding my situation. Penske refuses to take responsibility or admit its mistakes. I think this is wrong. Someone could have seriously been hurt when the car carrier broke. Also S[redacted] told me that Penske was not liable even in the event of their own negligence. This is unacceptable and just plain wrong.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have never received a voice mail from Penske.  I have recently (2 days ago I think) spoken with a representative from Penske (possibly his name was Justin) who apologized and offered me a free future rental.  I wasn't looking for something for free and I will certainly never use Penske again.  What I wanted was an explanation as to how did this happen and how is it that Penske blatently advertises falsely which Juston did his best to provide.  Thank you.
Regards,
[redacted]

[redacted],
We apologize for the confusion with your rental and the fact that the deposit policy was not properly explained to you.  We have refunded the remaining balance of your rental and attached the refund plus a copy of your contract for you records.
Thank you,
[redacted]...

[redacted]
Penske
Supervisor - Central Reservations

Mr. [redacted] purchased this truck from Penske on May 1, 2015 in accordance to the terms of the Bill of Sale with terms of as-is with a 3 month extended engine warranty through National truck Protection. On multiple occasions, Penske has already deviated from these terms and made repairs requested by...

Mr. [redacted]. At this point, we have asked Mr. [redacted] to provide photos of the rusted window so we can determine if we are able to assist or not. Penske will not be assisting any further for other requests.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:To this date the full refund is not processed and we are still waiting for final refund.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Mr. B[redacted] the BRM understands the customers needs and frustrations. He is personally taking care of making sure Mr. [redacted] receives his refund. To date he has put through a full refund for their last rental on 6/17. The refund for this was processed on 6/22. He has also put together a spreadsheet with the breakdown of the charges and has also emailed a copy of everything to the customer. Mr. B[redacted] is willing to assist in any way he can to meet the customers needs.

Penske Truck Leasing in Capitol Heights, MD has unwritten policies that they fail to tell you about until you show up to rent their products. They required a $5000 certified check deposit for trailer rental but didn't tell me until I came in to pick up the trailer. Beware of their unwritten policies because you don't know what they are until you arrive there and can change at any given moment.

Hello [redacted],
I would like to offer my apologies for the inconvience during your recent rental through Penske. With the information you have provided I was able to see some of your past rentals and can tell you have used our services for quite some time. I can certainly understand...

the inconvenience and the frustration this may have posed considering our longstanding business relationship. Despite the incident I certainly look forward to your continued business and hope we can move forward from this. I was able to process your request for the refund in the amount of $150 and you receive it sometime next week. I must mention I was unable to process the refund remotely to your corporate credit card but we were able to issue a check and send it to the mailing address you have provided. The check will be shipped via FedEx and it should arrive in a few business days. Should you need any further information or further explanation regarding this you are more than welcome to contact us at ###-###-####. We are in the office 7 days a week from 7am - 1am EST. 
Thank you again for your time and your business. We look forward to working with you in a future. 
Sincerely,
[redacted]

[redacted],
We have made the decision that we will no longer be doing business with your company [redacted] due to payment issues we have mentioned previously as well as the free days that had been added to quite a few of your contracts for unverified truck problems.  At this time it is our decision not to continue business with you.
Thank you for your time.
[redacted]
Penske
Supervisor - Central Reservations

[redacted],
We are sorry that truck you had reserved in advance was not ready when you had requested. Due to the circumstances, we feel you should be compensated for the problems you’ve encountered. We would also like to offer $600 in addition to the $300 you have already received. If...

you could please respond with a valid address, we can have a check cut and sent to you.
Thank you for reaching out to us
-Amy W[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  Once they heard my problem they were understanding and did the right thing.
Regards,
[redacted]

[redacted],
We...

reviewed your complaint and see that you had scheduled a local round trip reservation on-line with our company.  The reservation was cancelled and rebooked as a one-way move dropping off at a different location.  Local trips are booked at a per day / per mile rate where one way moves are a flat rate with unlimited mileage.  We would like to apologize for the confusion with the explanation of this process and refund the difference between your original quote and the rental you picked up.
 
We have refunded $206.86 to the card that you used at pick up.  Please allow 7-10 business days for the refund to be processed.
 
Thank you for bringing this to our attention,
 
[redacted]
Penske
Supervisor—Central Reservations

Dear [redacted],
I am very sorry about the frustration you experienced during this rental due to the vehicle type. As of 2014, Penske has only 150 gas 26' trucks total. We have these to test on a trial basis for maintenance and fuel economy. The MPG should be...

comparable to the diesel trucks - according to the past tests done. I am not sure if this was greatly affected this trip since you were towing a vehicle also, but that may have been a part the lower MPG you experienced.
These trucks are to be offered for reservations booked online or booked by the local offices only (if and when they are available). However, this type of truck --being gas and out of the norm and not advertised online -- should only be offered after being well-explained to you by the local office. You had stated you planned on the diesel truck and were looking forward to it. Since this was the case, they should have tried to find another vehicle for you instead. It also sounds like they did not go over the fact that it was a gas truck at all, so I can very well understand why you would be upset, and it is definitely not acceptable that the fact was missed by their team. I am following up with corporate and local management as well to investigate how/why this was looked over.
I have approved the refund requested by you in the amount of $1,198.74. The system will only allow one part of the refund to be put on a credit card (the one used at the check-in for the late days). That amount is $537.50. I have attached a copy of this refund. Please allow 3-10 business days. The remaining $661.24, I am having a refund check processed for you and FedEx'd to your address.
Thank you for writing so we can address your concerns,
Lindsey and the Penske Rental Support Team

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted],
We reviewed your original reservation and the completed contract and found the price difference you discussed in your email.  We apologize for the confusion and have processed the refund of $150 to your card to cover both the price difference and the smaller truck that...

you received.  Again we apologize for the confusion at pick up and if there is anything we can do for you in the future please don't hesitate to call.
Thank you,
Laura S[redacted]
Penske
Supervisor - Central Reservations

We reserved a 12ft truck online for one day, pick-up @10am. The online order went thru. We called at 7am to see if we could get a truck early, nothing was available and were told to call back. After 8am called back, no early truck was available but my 10am was in route to 6400 Peachtree Dunwoody, GA 30328 (great service from the employees inside) from Conyers,Ga????? Per the Consumer Development Manger/Genevieve A[redacted]. I was at the store 15mins early. Good because they has 3 customers before me. Well, 10am my truck was not there....the call center didn't know what happened. Given a 16ft truck, more gas. This put me and my movers 2 hours behind schedule and I had to extend the rental for another day. First and last time customers with Penske.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Claim is still pending. The police emailed me a copy of the report. It has been faxed to Janelle. Send me a check so we can finalize this matter.
Regards,
[redacted]

Good afternoon,
11pt"> 
We reached out and have spoken to [redacted] today to address his concerns with this unit.  We told [redacted] that while we did not have a formal agreement on price, we would be happy to honor the price that he had received originally.  However, unfortunately another customer has committed to purchasing this unit in the meantime, but if we are able to find that customer another truck, we would be happy to honor our original deal with [redacted].  We would also be more than happy to find him a comparable truck, and to offer him a similar discount as well on that.  [redacted] informed us that he would give it some thought, and would let us know.
 
Thank you,
 
Matthew I[redacted] 
Penske Vehicle Remarketing