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

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

Penske Truck Leasing Co. L.P., Inc. Reviews (120)

We are working to remedy the
issue with the customer.   We have placed a call to the...

customer and
left a message at 4:59pm on 11/30 to discuss.   The unit was
purchased from Penske on 11/02/2016, and picked up from our North Bergen, NJ
Penske facility on 11/15/2016.  The customer called later on 11/15 to
report the check engine light was on.  The customer was directed to our
Jamaica, NY Penske location at that time.   We followed up with the
customer following day (11/16) to advise the customer the Penske location in
Jamaica, NY was at full capacity and requested the customer to route the unit
into our West Babylon, NY location (30 miles away).   An appointment
was scheduled for the following Tuesday 11/22 to have the unit.   On
11/18, the customer called back requesting to get an appointment at our
Jamaica, NY location.   We called the location again, but were
informed they were still at full capacity, and advised the customer to keep his
appointment with the West Babylon location.   On 11/21, the customer
called and requested to get an appointment at our Jamaica location.  
They were informed of the same capacity issue and directed to our West Babylon
location.   Customer never showed for their scheduled appointment on
11/22 in West Babylon. On 11/23,  they called and we were able to get them
appointment on 11/25 at the Jamaica location.   Unit was diagnosed
and found to have a defective EGR valve.   As of this writing we are
ordering parts to replace the defective EGR valve and repair the
unit.   The vehicle was sold to the customer per the terms of the
bill of sale ‘as-is’.  Despite the ‘as-is’ nature of the sale, Penske has
continuously worked with the customer on setting up an appointment to rectify
the check engine light on the unit.

[redacted],
We tried to call you on 8/29 but we did not get an answer.  We left a voice mail and we have not heard back from you.  We are trying you again today if we still cannot reach you, you can reach us at ###-###-####.
Thank you,
Laura S[redacted]
Penske
Supervisor - Central Reservations

[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.  However, I would like to reiterate that there were no FREE miles provided.  All mileage was paid for, even if at a reduced rate based on the fact that we had to make double the trips. Thank you.
Regards,
[redacted]-[redacted]

I have reviewed the details of [redacted]'s complaint and his desired settlement. We apologize that the truck size reserved online was not available at the time of pick up. It is not mentioned on the website that customers...

may be upgraded into a larger truck because Penske has measures set in place to assist with matters such as this. It is Penske's top priority to provide our customer's with a truck on time and to have it road ready. In the case that a twenty two foot truck is not available, Penske will upgrade our customers into a larger truck. It is our policy to never down size a customer. We understand that space is important and would never want to put a customer in a position where items would need to be left behind. 
I have addressed this matter with our representative who spoke with [redacted]. Penske records all incoming calls and the call has been reviewed. Our customer service advisers are instructed to inform our customers that once anything regarding a legal matter is mentioned, the call needs to be disconnected. We understand that [redacted] is uncomfortable driving a large truck. Our twenty six foot truck is built on the same frame as our twenty two. The box is slightly longer but the cab is identical.  Both units are able to be driven in Metro Atlanta and there are no restrictions for one truck over the other.   
Penske values each and every customer, I am very sorry that we were unable to do business together.

[redacted], I spoke with Amy Welder regarding [redacted]. She had no affiliation with this customer and I confirmed again that several of us spoke with this customer and rectified the issue. I searched through our inboxes and Amy through hers. We could not find an email linked to this...

customer. These are generally sent to Amy Welder as you mentioned and she’ll handle it personally or delegate it to the team for anyone who’s available to handle it. We never leave these emails sit overnight and always handle them on the same day as we understand the time sensitivity. If you need anything else from me please let me know. Thank you, Jeremy S[redacted]Penske Central ReservationsRental Support Coordinator T:###-###-####F:###-###-####E:[redacted]GoPenske.comPensketruckrent... PA 19606

Dear **. [redacted],
Penske Truck Leasing’s Corporate office received your Revdex.com complaint on 4/17/2014. After reviewing all documentation...

it shows that we did a full refund of the rental in the amount of $497.36. We also sent a check in the amount of $247.79 on 3/7/2014 to cover hotel and food costs that you would not have incurred if the truck had not had failure during your move. The truck was also not returned filled with the fuel that it was given, and we waived that cost in the amount of $158.40.  It seemed the confusion was that it was asked that you keep all receipts for costs along your trip and there was an assumption that meant all of your fuel cost as well. However, this would have been a cost that you would have incurred weather the truck had mechanical failure or not. Not knowing where the confusion stemmed, Penske Truck Leasing on 4/24/2014 wrote a check in the requested amount of $374.75 that is being mailed to the address that you have provided the Revdex.com. We are sorry for any confusion and Thank You for your business.
 
[redacted]

Dear [redacted],
We apologize for the $108.00 charge...

and have refunded the amount back to your card as of 7/14/2014. I have attached a copy of your refund. Again we are very sorry for the troubles this has caused you and appreciate your patience. Take care!

[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.  I am very happy with Penske's response and would like to thank the Revdex.com and Penske for rectifying the situation. I will have no hesitation to use Penske Rentals again in the future.Regards, [redacted]

Hello [redacted],
I am very sorry to hear about the issues you encountered with your recent reservation and I would be happy to call you as requested. I want look over your reservation a little more in depth and I will reach out to you later today. Thank you for taking the time to reach out...

to us and I look forward to speaking with you.

[redacted],
On 6/30/14  you rented a Penske...

truck from [redacted] at [redacted], which is an Agent of Penske Truck Rental. Upon check out you declined to take out Limited Damage Waiver, which covers damage to our vehicle while it would be in your possession. A walk around noting all any damage to the truck was done by the agent with you and you signed the inspection sheet. The truck was returned after hours and was checked in 7/1/14 where the Agent found major damage to our truck by the gas cap. Yellow paint flakes were found at your storage unit, also yellow paint was taken off a pole that protects one of the storage units on this agents property. [redacted] then called and spoke to you about the damage and you admitted to the damage and said that it wasn't "that bad". The Agent asked you to come in to fill out an accident report, which you did not do. Pictures were taken, a report was done and sent to our main Penske facility in [redacted], TX.
On 7/7/14, Stephen, an employee at that location received the documents about the damage. On 7/7/14 Stephen also contacted you and left a voicemail about the damage. Approximately one week later Stephen was able to make contact with you. During that conversation you acknowledged that you damaged the truck. Stephen advised you that the truck was being sent in for repair and that you would be responsible to pay for damages since you declined our Limited Damage Waiver.
On 8/18/14 [redacted] called regarding a charge for a windshield that was included on the invoice that we sent you in the mail. Stephen did advise that was an error on Penske's part and we would correct the invoice to reflect only the damages that were caused by you. Mary then claimed that her husband was with you the whole time and there was no damage done and they were not paying us anything. Shortly after this call you called us and made a similar statement after admitting to more than one representative of Penske that you caused the damage. You then asked if anyone saw you do the damage.
You signed documents that showed we released the truck into your possession with no damage marked to that area. We retrieved the keys from a locked afterhours drop box and immediately did an inspection of the truck and found the damage. We attempted to contact you many times about this situation. For all of these reason's Penske will not be reaching your desired outcome of $902.13 being zeroed out and you are being held responsible for the damage to unit [redacted].
Thank You,
Laura S[redacted]

Dear [redacted],
Thank you for writing to us. I have followed up with Janelle from our Risk Managment department in regards to your claim file. At this point, the claim is pending as we are still waiting on the police report document. The Risk Management department was unable to...

get in touch with you as your phone number on file with them is either not in service or disconnected. I have forwarded her the phone numbers listed on the letter you sent as another way to get in touch with you. Once you have provided the police report to Janelle, we will be able to move ahead in the claims process and work on a resolution.
Thank you for your time,
Amy W[redacted] -- Rental Support Group
Penske Truck Rental

[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.  After speaking with Penske Truck rental it appears that the mix up was on their end and not due to any fault on [redacted]'s behalf. I would therefore like to drop my complaint against this company. 
Regards,
[redacted]

[redacted],
Thank you for bringing this to our attention.  Your experience was inappropriate and we have contacted the Rental Manager about the agent location: [redacted] Group located at [redacted], FL.  The manager who oversees the agents in that location is...

[redacted].  We have asked him to contact you directly as soon as possible.  He will be back in the office on 7/14, his office number is ###-###-####.  We will make sure proper action is taken and we thank you for taking the time to inform us about the phone call you received.
If there is anything we can do for you please let us know.
 
Thank you,
[redacted]
Penske
Supervisor - Central Reservations

[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.    Please pass on my great thanks for the fast response.  
Regards,
[redacted]

Dear [redacted],
I am very sorry to read about the problems you experienced on the road. I can very well understand why you would be upset over what happened; and most importantly, the safety concerns for your family being stranded in the middle of the night. I will be reaching out to the 24/7...

Roadside Assistance supervisors so they can review the phone calls and logs for coaching purposes. To start a claim for furniture damages from the load swap into the new truck, you would also want to contact Risk Management at phone # ###-###-####.
I see the return agent in Idaho did credit $123.45 for the hotel night from 2/19/15 (the night of the breakdown). Due to the fuel fill-up issues you had before returning the 26’ truck, the added costs to your trip (including your lost apartment deposit), and the overall negative experience, we are authorizing a check for $646.00 to the address you provided.
I appreciate you taking the time to write to us, and giving us the chance to resolve this complaint to your satisfaction. Penske does care about you as our customer. Again, I sincerely apologize for the unpleasant experience your family had this move.
Thank you for your time,
Lindsey V[redacted] --on behalf of Amy W[redacted] and the Rental Support Group at Corporate

You may contact Genevieve on her cell phone at ###-###-####. She will be able to assist you in collecting the payment of 483.01 she is fully aware of what is going on and will be expecting your call.

[redacted],
We apologize for the miscommunication between the  associate you spoke with and the associate that was working when you dropped off.  We have processed your credit to the card you used at pick up and attached a copy for your records.  Thank you for bringing this...

to our attention and if you need anything in the future please don't hesitate to contact us.
Thank you,
[redacted]
Penske
Supervisor - Central Reservations

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. Thank you for your timely response and help in this matter. 
Regards,
[redacted]

Hello,
After reviewing the issues at hand and addressing with the appropriate parties, we have found that this issue has been handled by Nicholas, the Branch Rental Manager at our Elk Grove Village, IL office. We are told that the customer has Nick's contact information, and can...

reach out to him directly if he has any further concerns or questions. 
Thank you,
Amy W[redacted]

Dear [redacted],
I would like to apologize for the unpleasant experience you had with us this time around --especially after such enjoyable experiences in the past. I will  make sure to follow-up with local management in [redacted], MA.    I...

will check to see if a planned customer did not return their truck on time, leaving you short equipment. Either way, it would have been helpful and meaningful for someone to contact you beforehand. We never want to give a smaller truck to a customer and should only offer an upgrade, if necessary. I am very sorry that this put a large hiccup in your moving experience, due to the delay and some added travel time. This is something we will address, so thank you for letting us know. I am happy that they were able to solve the truck size issue with offering a second truck.
I have gone ahead and refunded the $330, as you requested, back to your credit card. Please allow 3-10 business days due to bank processing time. We do value your business and you are important to us. You will will find a receipt attached for your records.
Thank you for your time,
[redacted]

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Description: Auto Renting & Leasing

Address: PO Box 391 Consumer Truck Rental, Reading, Pennsylvania, United States, 19603-0391

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