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

After reviewing [redacted]’s complaint, I was able to see that yesterday (August 10th), he spoke to a rental manager who refunded $321.35 back to his [redacted]. The refund paperwork notates that it is for the issues with the tires and the cost of the hotel, as outlined in [redacted]’s complaint...

below. I have attached a copy of the refund to this email for your and [redacted]’s reference.

Review: I was originally sold a commercial truck for my business by [redacted] in the national sales office. I was told it was in good working order and it came with a 6 month/ 25k mile warranty. The company claims to be so thorough that there is a 2-3 week turn-around time from time of purchase until ready date (to prepare the truck). I arrived in [redacted], PA to pick up the truck on January 22 at 1030am. My truck was running on the lot upon arrival. I left shortly later and my truck broke down within 29 miles. Penske tried to start it again but had to tow it back to the shop. This was the beginning of being not able to work, stranded, and having a vehicle that was not ready to be sold. I was given the truck back the next day and kept breaking down everywhere in the northeast. My truck was not able to work for over 7 days. Penske locations in PA ([redacted]), RI ([redacted]), and OH ([redacted]) have all had my truck for days at a time. Currently, my truck is still in their possession and will not be ready to drive until Feb 6th at the earliest. I have not been able to work, have had to pay for hotel rooms and rental cars while the shop was repairing my truck, and my business has been shut down because my truck is still not in working order. In short words, Penske sold me a truck that was not ready to be sold under the terms that it was sold in. Parts replaced on my truck so far, 4 batteries, fuel filter, high pressure fuel line, o-rings for the oil pressure, all injectors, fuel pump. These repairs total over 5k. Penske's negligence has cost me thousands of dollars and the damages increase daily.Desired Settlement: I would like Penske to compensate me 7,000 for being put out of business for 7 days and 2,000 for the expenses I inherited thru their negligence. They have already admitted fault and I would like for this situation to be handled immediately. I can prove my truck can make over 2,500 everyday and this situation can get worse with a lawyer. Lawyer fees alone begin at 4,000.

Truck - Returned with a new 6 month/25k mile warranty, NEW Roadside Assistance Membership in complete working order

Business- 9,000 total for lost wages (+ 1000 for every day past Feb 6th my truck is not ready and in good working order) and money spent waiting on my truck

I would like the funds sent thru wire transfer so my business can begin operations again. Penske has eliminated my operating cash.

Business

Response:

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

Consumer

Response:

[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]

Review: [redacted]

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 fixed. I asked for a full refund and was told I may not get one. The previous proposed agreement from Penske was only in their benefit. I 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 hostage. I want all my money back NOW..

Regards,

Review: On 9/8/14 I was asked to look for used trucks for my business. I had talked to a sales person and was told 26,000$ for a 2007 [redacted] Unit # [redacted] Medium Duty Box Truck, In Las Vegas, NV with 127,376 miles delivered and with a 70 point inspection, they would fix all rips in seats or any damage before receiving the vehicle.Called on 9/9/14 was told they can not do that price. The best they can do is 27,150.Not willing to do anything to make this right. or take the hip for what they said they are able to do. After getting it approved from the owner of the company and telling him we can not do it now because the price went up another 1,150.Desired Settlement: would like the get the Vehicle for the price I was told and everything that came with it. 6 month 25,000 mile warranty fix everything that is broke or damaged.

Business

Response:

Good afternoon,

Review: This is actually our second poor experience with this specific Penske location. We rented a moving truck in November 2012 and the truck had a fuel line leak which resulted in large amounts of fuel leaking in our driveway once we arrived home and discovered the leak. Penske then had to send out another truck which took two hours. The fuel that leaked caused damage to the asphalt cul-de-sac and resulted in a HOA complaint. The most recent issue occurred on 06/16/14, when we were not provided with the size of truck we reserved due to a check engine light malfunction. We ended up with a much smaller truck WITHOUT a ramp or lift gait. This resulted in the move taking twice as long as we had to make double the trips and incurred additional miles. Now to add insult to injury to the $150 security deposit for the truck will not be credited back to my [redacted] for 3-5 business days - which was not disclosed at the time of the rental. I find this unprofessional and unacceptable.

Account_Number: Unit#[redacted]Desired Settlement: DesiredSettlementID: Refund

I have contacted my bank and filed a dispute, so I am resolving my issue with the security deposit today; however, under the circumstances, I would be happy with a complete refund. Penske did reduce the cost of the truck rental and the mileage charge and I would have been happy with that in spite of the fact that we did double the work due to their lack of organization. I feel they added insult to injury with the security deposit issue. I would also like other poten

Business

Response:

[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,

Penske

Supervisor - Central Reservations

Consumer

Response:

[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]

Review: [redacted]

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 customers.When 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 deposit.Thank you for your efforts in making Penske accountable for their very poor customer service.

Regards,

[redacted]

Business

Response:

Dear [redacted],

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 investigate. To follow-up on this matter, I had one of our supervisors in Corporate call the location. She had about a one hour phone call with all of the local managers to discuss what happened. She went over the credit card refund process with the particular associate that gave misinformation to you. It was explained that in standard bank processing time, refunds can take 3-10 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 well. However, 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 standard. Please 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,

[redacted] - Supervisor

Consumer

Response:

[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.]

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]

The Penske located at Avalon Storage is the best location I have ever too. Both the owner J[redacted] and the girl behind the counter, A[redacted], were both extremely helpful and kind. Both went out of their way to ensure that we had everything we needed. A[redacted] had already loaded up our furniture pads and hand trucks before we had even arrived which made the whole process much smoother. Not to mention that it only took a couple minutes to complete the check-out process because she had everything prepared like I mentioned before. Loved the welcoming environment and the office itself was very clean and the whole place was very well maintained. The 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 dream. Couldn't have had a better experience with these guys! You rock A[redacted] and J**!!

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.

Review: I reached an agreement with Penske Used Trucks to purchase one of their used vehicles. I signed and returned the bill of sale on 2/6/13 and released funds to them on 2/14/13. I was promised that the truck would be ready on 2/18/13 at the latest. Today is 2/25/13, I still do not have the truck and am now told that it will not be ready until the beginning of March. My sales representative, [redacted], has made promises that he has not kept and is either slow to respond to my emails or completely non responsive. This is a pathetic way of doing business and unprofessional customer service.

Product_Or_Service: 2007 International

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for Penske to provide me with a rental truck to use while I am waiting for my truck to be completed.

Business

Response:

It is now March 11th. Has the customer received his truck?

Review: I purchased a one-way trunk rental through a Penske representative in North Carolina and then dropped it off at the local Penske rental location, [redacted]. I had paid for the truck rental up front, brought it back with the same level of gasoline with which it was delivered to me, and dropped it off before the predetermined drop-off date and time without any damage to the truck. The business was closed this day (Sunday 6/29/14) and I parked the truck in the parking lot and placed the keys and a carbon copy of the paperwork in the drop-slot in the front door. The following week I received an invoice for a $108.00 charge ($100 charge and $8 in sales tax). I called the local [redacted] office which was closed and was redirected to a local Penske call center. They looked into the rental agreement and discovered that I was charged for an additional days rental inadvertently. They transferred me to a national Penske number where the representative again looked into the issue and stated that the charge would be immediately refunded to my credit card which was billed on 6/30/14. As of today that has still not happened.Desired Settlement: I would like my credit card to be refunded immediately for the charge which was billed to me in error. I would also like an apology for having now spent over 2 hours on the phone and on the internet to rectify this problem which was created by [redacted] and Penske Truck Rental.

Business

Response:

Dear [redacted],

Review: On 11/08/13 I rented a 16ft moving truck along w/ a car carrier from a Penske location in [redacted], FL ([redacted], [redacted], FL [redacted]) because I was relocating from [redacted] to [redacted], FL. I had a one-way reservation to pick up in [redacted] and to drop off in [redacted]. My pick-up date was 11/08 and my drop off date was 11/10. The entire rental charge was $344.25. I completed my move and returned the truck early to my drop off location on 11/09. When I got to the Penske location, they were already closed but they had an overnight drop box available for over night drop offs. I parked the truck in an open and safe spot and I dropped off the keys along with a copy of the rental agreement in the night drop box. On 11/13 I received a notification from my bank that Penske charged my account an additional $397.75. I assumed it was a mistake so I called the Penske location to inform them that I had already paid for the rental when I picked it up in [redacted], I have the receipt to show. The agent who took the call stated that I had been charged fuel costs. I advised the agent that when I returned the truck, the fuel level was at the same level that I rented it with. It states on my rental agreement where the fuel level would have to be upon returning the truck. The gentleman stated there was no gas in the truck and that there's nothing that he can do. I started to get upset and I told the gentleman that there in fact was fuel in the truck and that $397 is a preposterous amount of money to charge for fuel. He gave me the name and phone number to a supervisor, [redacted] (no last name provided) and stated he can be reached at ###-###-####. I called the supervisor several times but no one returned my phone calls. I then called my bank to file a claim against the charge; that claim is currently still open. I have reason to believe they rented the truck to someone else, got their money and charged me their fuel costs. The tank was full when I returned the truck and it didn't cost me $397.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I should not be charged a penalty for complying with the terms of the agreement. These people are thieves and I'm sure I'm not the first person they have done this to. I want my $397.75 back.

Business

Response:

Good morning. I am Researching this complaint. Did the customer also have a car carrier trailer? It looks as though the truck may have been checked in improperly and I just want to make sure I have all the details before I can refund the customer.

-[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. It looks as if they want to verify if I had a car carrier before they refund the amount in question and yes, I did. I rented a truck with a car carrier. Please update me as you receive more information from the business.

Regards,

Consumer

Response:

[redacted],

As per our conversation I would like to know how long it will take Penske to refund the amount that I was charged. Can you please find out from the business and get back to me with an ETA of when I can expect the refund. Your help is greatly appreciated. Thank you in advance

Respectfully,

Marketing Consultant | PR

Review: The truck that was rented to us had documented mechanical issues which led to 5mpg gas mileage and an unscheduled stop for maintenance.

We rented a 26 foot truck from Penske ([redacted].) in [redacted], NC on 8/2/14 to drive to [redacted], TX. Rental Agreement number was [redacted].

When we began our drive on Sunday - the check engine light came on and our gas mpg went down to about 5mpg. However, when we pulled over for the night the light had gone off. First thing the next morning when we started moving again, light came back on. We called immediately and they told us they we had to make an unscheduled stop for maintenance. We stopped in [redacted] - after not being able to find anyone at the service center, they sent someone out. The repair guy said he know there was and issue, he saw the indicator light and an error message with the fuel gauge. He called it in but didn't know how to fix it - despite his best attempts to read the manual and [redacted] the problem. So no fix, told us to keep driving and to ask Penske for reimbursement refund. I told the guy at the rental return but he couldn't help since he only worked for [redacted]. However, he continued to document the issues.

We spent double what we should have in gas and had to spend an extra night on the road.

We have rented from Penske a lot over the years (last time being in June 2014) and this is the first time we have ever had any problem.

We really do need to be refunded because this isn't money we can afford. The truck was advertised as 10mpg and clearly wasn't.

We have photos and notes about all the issues.

The rental amount was $770.91 plus tax.Desired Settlement: We ended up spending appx $750 extra in gas money because the truck did not get the promised 10mpg minimum. We also had to pull over the truck and spend an extra night in a hotel for maintenance.

We are seeking that our rental amount to be refunded (which really doesn't even cover our extra expenses). We should be valued customers because we have rented multiple times and this is the first time we have had a problem.

Business

Response:

[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.

Review: We recently moved from Arizona to Georgia (1900 Mile Trip) due to a company relocation. We have rented from Penske before because they have had good service and we receive our [redacted] discount, however this time was mainly due to the fact they specifically advertise that their 26 foot trucks are Diesel and have a 50 gallon fuel take (See their public website here: http://www.pensketruckrental.com/moving-trucks.html). For anyone that knows much about hauling large loads, Diesel is especially important because of the MPG it obtains compared to Gasoline. Penske states their Diesel trucks get about 10 MPG (understanding that this may vary).

After picking up my truck, loading the full 26 feet over 3 days, and starting our trip out of Arizona at 1am, you can imagine my surprise when I see the fuel gauge go from Full to 1/4 of a take in about 175 miles. Thinking their may be a problem with the fuel gauge (that would be surprising since it was a brand new truck) I pull in to the nearest truck stop, only to find that this truck runs on GASOLINE!. Yes, this brand new Penske 26 foot truck runs on Gasoline, and not the advertised Diesel. At 3am, 175 miles from my former home, my 2 dogs, wife, brother and 3 kids following behind me, let alone a full 26 foot truck towing a car, there is not much we could do at this point except truck along.

Upon arrival at my destination, I proceeded to initiate an online chat with Penske from my hotel, where I talked to a very nice lady, who was just as surprised as I was that the 26 foot truck ran on gasoline. She mentioned that she had worked for Penske for many years, and had never heard of the larger trucks not running on Diesel. She stated to return the truck to the main location, instead of the planned [redacted], in order to discuss this with an actual Penske employee.

When I returned the truck to the location, I expressed my concern and frustration, and the clerk agreed with me, indicating while this was the first one they had seen run on gasoline, he was aware they had them, and could not believe Penske made this decision. He stated there was nothing he could do, and that he would have the manager give me a call.... This never happened.Desired Settlement: We can not express how frustrated we are with this service, and the lack of caring. Penske even sent a survey asking how we felt, giving the option to be contacted, and again, no one has called or emailed!

We would like a 50% refund off our entire rental (including the late return fees), as we feel this is fair, based on the clear false advertisement, and lack of professionalism and response, even from their management team.

Business

Response:

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

Consumer

Response:

[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.]

Review: During conversation with a Penske manager, I was treated rudely, with agression, and accused of abandoning a truck with threats of being charged.

I had a great experience with the [redacted], IN Penske location on Monday, 6/30/2014 for a local 12ft truck rental. I returned that truck on Monday (same day) and checked out with no issues. It was a pleasant and surprisingly painless process. The following day, I received a phone call from ###-###-#### (an unknown FL number) with a woman called [redacted] whom I've never spoken to before. My first phone conversation with her went as such:

Me - Hello?

[redacted] - Is this [redacted]?

Me - Yes.

[redacted] - This is [redacted] with Penske. You left your truck in the middle of road, FIRST of all. I don't have keys for this truck and you will be charged if you don't get this truck.

Me - I'm sorry, I think you have the wrong number.

[redacted] - I have a truck here that has YOUR name and YOUR contract attached to it. Do you have your contract with you?

Me - No. It's at home and I'm at work.

[redacted] - I'm going to need you to get that to me as soon as possible.

Me - Okay. Well I won't have it until I get home from work at 7pm tonight.

[redacted] - (deep sigh of aggravation)Just get it to me.

So, after that surprising conversation, I called the location that I had actually dealt with and he confirmed with me that there was nothing wrong with my rental (contract # [redacted] with truck #[redacted]). I called [redacted] back and this was our conversation:

Me - Hi [redacted]. This is [redacted], you just called me. What's your last name?

[redacted] - [redacted].

Me - Great thanks. I just called the rental place that I actually rented from and he confirmed with me that there's nothing wrong with my rental and return yesterday.

[redacted] - OH yeah. I just got off the phone with them to. Your rental number was one digit off of the truck that I was talking about.

Me - Okay. Well, can I talk to your manager please, as I really don't appreciate the rudeness and agression with which you've been speaking to me today.

[redacted] - Honey. I AM the Manager.

Me - Fine. I will find another way to submit a review about how unbelievably rude you've been.

[redacted] - Yeah okay. Good luck with that.

Note: I don't know if that's the correct spelling of her first name. I do know that the last name is correctly spelt, as I asked her to spell it for me.Desired Settlement: I would like to know from which office/location [redacted] works from so that I never rent from there. I would like to speak directly with her boss to personally tell him/her my complaint of the high-and-mighty attitude of this employee. And I would like confirmation that my complaint and/or discussion with her boss will directly affect [redacted]'s personal performance review (I'm sure Penske has some formal annual performance review system).

Business

Response:

[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,

Penske

Supervisor - Central Reservations

Consumer

Response:

[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.]

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,

Review: I rented a penske truck to move my household belongings from [redacted]. I returned the truck full of gas the same night I rented it at a drop off location since it was after hours. Penske charged me $80 as they said I did not fill it up with gas. I did however put over $100 of gas in it about 5 minutes before I dropped off the truck. I called Penske to get this settled and was transferred to a local office in my area. The manager was very rude and stated that I didn;t put enough gas in the truck, that I had left it at 3/4 tank. He told me the truck is 32-34 gallons size tank and that they had to charge me for 10 gallons at $8/gallon. This does not make sense becuase if I had left it at 3/4 tank than it would only need about 8 gallons to fill up not 10. Also, I offered to bring in my bank statement to show that I had filled up the truck and the dollar amount I put in the truck. He basically said it wouldn't matter because the truck is only 3/4 full and thats what they go off of. I have place several calls back to him to try and get this settled and he will not answer, nor return my calls. His name is [redacted]. I had dropped the truck off in an unsecured parking lot at a third party location that you guys use for your services. I dont feel the truck was properly secured as anyone could have siphoned the gas, or the people who worked at this 3rd party location could have driven this truck after it was dropped off. At the drop off location they had a sign that said to write your name and number of the paperwork so they can contact you if there was any problems. I never recevied a call when the truck was checked in letting me know it was low on gas. I found out when my account was charged $80 unexpectedly. You would think a business as large as Penske would call before they were going to charge your account to let you know, so that the consumer can try to figure out what happened. This charge caused my accout to overdraw and I was charge two $34 fees from my bank.Desired Settlement: I would like a refund of the $80 I was wrongly charged and I would like Penske to refund my overdraft fees that total $68. Had you not charged me $80 I would not have received those fees from my bank.

Business

Response:

RE complaint # [redacted].

I will be sumitting a check request for $148 per the customer's request this afternoon. Please allow until next week for check to arrive at consumer's addresss:

Review: My husband and I rented a 22 ft long moving Penske truck. We picked up the truck in Virginia on Friday, 8/08/14, and arrived to our destination on 8/09/14. Once we arrived, we opened the truck and started to remove a few of our belongings. Upon doing so, we found that the truck had cockroaches. We did not realize this when we loaded our belongings into the truck-the roaches must have been hiding in the crevices. Also, upon picking up the truck, the rental lady assured us that it was a newer truck and that we would have no problems. My husband and I are clean people. We did NOT have bug problems before we loaded our belongings into this rental truck, and I was absolutely appalled when I realized that the truck was infested. Obviously, the truck was not adequately checked by personnel or treated before being rented to us, which is a clear violation of Penske's promise of a "clean moving truck."

I immediately called the general number for Penske, and spoke to a girl who told me that I would have to call the district office. So, I called the district office and was told that I would have to call the risk management division first thing on Monday morning, which I did. On Monday morning (8/11/14) I called and spoke to someone who said that he would file a claim for me, and that he would have it expedited. I asked that it be expedited for many reasons including: 1. the majority of our belongings were still in the truck as I feared bringing the rest of them into our new home (this includes the majority of our clothes) 2. the truck and belongings needed to be treated ASAP and 3. the truck was due to be returned on Wednesday morning. The gentleman who assisted me told me that if I had not heard back from the adjuster within 24 hours, that I should call back. As of 24 hours later, (Tuesday morning, 8/12/14), I had not heard back from the adjuster, so I called again. Over the course of the day, I called her three times and left her two voicemail messages, none of which have been returned to date. The third time that I called, I spoke to another personnel who said that she would send the adjuster a message for me, and ask that the adjuster call me back as soon as possible. This personnel told me that the adjuster was on the phone at the time of my call, but that I should hear back from her by the EOB that day. I still never received a phone call. Not knowing what to do, I called the local rental/return place, and talked to them. At this point, I had spoken to 6 different Penske personnel (all of whom I have their names & the date that I spoke to them) as well as left 2 voicemail messages which were never returned. THIS IS UNACCEPTABLE. I find it ironic that Penske advertises/promises their "clean, reliable, fuel-efficient moving trucks" on their website (see: http://www.pensketruckrental.com/renting-from-penske/) yet obviously does not back that up. In addition to this, the website promises "personal help from our professional associates" which I have definitely not received. I reported this problem on 8/9/14 and it is now 8/14/14. I still have not heard back from the adjuster who I would assume falls under the "personal help from (your) professional associates." The word "upset" does not even begin to describe how I feel right now. I am appalled & disgusted. My husband and I are both busy professionals who, on top of having to deal with the normal stress included in a move, now have to deal with a roach problem. As a result, we had to throw away our upholstered couch and various other belongings and we now have to have our new home exterminated.Desired Settlement: I did not have these disgusting bugs before I loaded my belongings into one of your rental trucks, and I feel that it is only fair that you pay to get rid of them. In addition, I also had to get rid of various appliances, decorations, my couch, and one by one painstakingly go through all of my belongings to check for bugs. Quite honestly, this was the worst moving experience of my life. My desired outcome is that you pay for these expenses.

Business

Response:

[redacted],

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[redacted]

Penske

Supervisor - Central Reservations

Review: Rented a one way truck with trailer from [redacted] to [redacted], during the trip encountered many problems with the truck running below standards , I pulled the truck off into a truck stop after the temperature was raising and noticed that the coolant radiators for the transmission and engine were filled with leaves and debris. After checking the fluid levels several times and refilling after the levels were low , I decided to spray off the radiators to help the cooling process. I was traveling less than 25 mph on the highway, which was under the minimum speed requirement by law, so that forced me off into the berm for part of the trip. I felt like this truck was not serviced correctly and checked out before renting across the 5 state trip.Desired Settlement: I asked for 25% off my bill for the time and effort spent traveling and excessive fuel used due to the inefficient running of the vehicle. They declined and told me 10% was all that was offered and that's unacceptable for what I went through and time spent assisting their vehicle to make sure it didn't quit or leave me stranded. I just want a fair adjustment to the situation.

Business

Response:

Please find the attached disbursement voucher wich credits [redacted]'s card 25% of the pre-tax cost of the rental. Please note, it may take 5-7 business days for the credit to show on his account.

-[redacted]

Review: I reserved the Penske one-way truck rental from the company website. It was quoted $316.1 with 16 ft economy van for picking up on 07/27. The Reservation Number is 47126225. So I arranged the movers and everything. When I went to the [redacted] to pick up the truck, they said only 12 ft van was available. And the price was $100 more than my quote. I told the assistance it was wrong, so she called the manager. Then the manager took another 10% off. But it was still $50 more than I quoted. I repeated questioning this, I never got a right answer. "499 minus 10% equals 350" ? "It is because of furniture pad"? "It includes the tax"?

So I ended up with a downgraded van and $50 more fee, because my movers are waiting. Finally, I could not load all my stuff, and have to ship two items for $500!!

When I came back, I called the manager. He gave me another excuse " We have honored you the 10% web discount". I ordered online, why shouldn't I have the web discount. And he said he would call me back, after he understood the wrong truck and wrong charge. There are no call back at all after four days.

The company sent a survey. I put my concern on the survey, and specifically wanted them to call me back. No answer again.

I don't think that is fair to any customer. The [redacted] policy said if any device is missing when check-out, the company will compensate $50. However, as a major competitor, Penske charged $50 more for their mistakes. If online reservation can't be honored, then tell everyone it is an useless website.Desired Settlement: honor my online reservation and refund $50

compensate $100 for my shipping cost because of the wrong van.

apology

Business

Response:

[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

Consumer

Response:

[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.]

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,

Review: We rented a moving truck from Penske. It would not go the speed limit for most of the trip (1600 miles) and had to be pulled over three times for maintenance. Finally about a hundred miles from the destination it had to be towed in. This slow and damaged truck caused my driver to miss his return flight and the unloading crew to come back another day as the truck showed up about 2AM. I purchased all the insurance that was offered and still they only offered 200.00 off the entire bill of 3000.00. their service after this incident was nonexistent, I had to initiate all communication.

DO NOT USE PENSKE. DO NOT USE PENSKE DO NOT USE PENSKE DO NOT USE PENSKE DO NOT USE PENSKE DO NOT USE PENSKE DO NOT USE PENSKE !Desired Settlement: Since the Penske only offers us $200.00 I would a complete refund as I consider this an insult.

Business

Response:

Good morning.

I agree that $200.00 off a $3000.00 rental is not very reasonable compensation, given the inconvenience on this move. We appologize for the inconvenience to the driver. I understand the request for a complete refund. However the truck did arrive, albeit inconvenient for the many parties involved in the move. Given a response from the customer we will gladly cut the rental cost in half and refund $1538.

Review: On June 30th, I returned a Penske rental truck to the [redacted], AR location. I checked the office, no one was there to check in. I inspected the truck and it was in good condition. On, 8-6 I received an invoice for $1,321.78 for damages to the truck. I called the number provided and was told a physical inspection had taken place and the truck was sent to [redacted] for repairs. I asked why it had taken 5 weeks to notify me. He said that shouldn't have happened and he would investigate. I never received a call back. My mother and I both followed up on 8-18. We spoke with "Steven" in [redacted]- ###-###-####. Steven said the windshield damage was put on the Maintenance Invoice by mistake. He then stated that a witness saw the truck hit a "gas station post". (When I returned the truck, I knocked on the office door-there was no one inside, I put the key in the drop box, got in the vehicle and left the location). I asked Steven why I wasn't approached by any employee. He said he would have to investigate and would call me back. I have never received a call back from Steven from our 8-18 conversation. On 8-29, I received a letter stamped "URGENT" saying that the account has been escalated to the Penske Account Recovery department.Desired Settlement: I would like to have the account balance of $902.13 zeroed out and no impact on my credit record. At this point, I have make more than a good faith attempt to resolve this matter. Of the two times I have called, no one has bothered to call me back.

Business

Response:

[redacted],

Review: I rented a vehicle 16foot truck and a carry trailer for my car from penske in [redacted] pa in the beginning of July 2013. I drove it one way to Texas. At a cost of 2,400.00 that is with a 20% discount. Now I call penske in texas at this number ###-###-#### August 8th 2013 to get a price to go from [redacted] texas back to [redacted] PA. The price they give me on the phone is $844 for the 16foot truck and $299 for the car trailer for a total of $1143. But this time I did my homework and went to [redacted] to get a price of what this would cost. penske has some vehicles at [redacted] but you have to call penske to rent them. Well [redacted] gives me a price of $547 for truck and $299 for car carrier which is a total of $846. So while on the phone with penske at ###-###-#### when they gave me the above price of $1143 I told them what [redacted] price was so within 30 seconds penske comes back and says they can do it for $726 total with both truck and carrier.Why does the price change so much? They say when you call the price is different depending of the day, month you rent. Well it also changes after talking to them for 30 seconds. And the price comes down by $400 dollars.My complaint is why it is triple the cost to drive from [redacted] pa to texas? Compared to driving from TX to PA. The people at penske in [redacted] pa told me that they do not have that many trucks to rent in [redacted] pa is why it is that high of a price from [redacted] to Texas.That is not the customers problem that penske cannot get enough trucks and the customer should not have to pay extra for this.Desired Settlement: I don't think penske in [redacted] pa will refund any money but it would be nice to get at least $1000 back.

Business

Response:

Good afternoon.

Penske’s

rates are not based on distance from market to market. They are based on

demand, inventory, reservation build, etc. from both the inbound and outbound

markets. Our pricing system is similar to the one used in the car rental,

hotel and airline industries. In this case, we are over fleeted in TX and

under fleeted in PA. Therefore the rate was higher going form PA to TX

and reversed coming out of TX. Therefore we feel no reimbursement is

necessary.

-[redacted]

Review: I HAVE BEEN A CORPORATE ACCOUNT HOLDER OF PENSKE IN [redacted] FOR ABOUT 3 YEARS. I HAD HAD A PROBLEM WITH ROACHES IN ONE OF THE TRUCK RENTALS. I REPEATED CONTACTED THE [redacted] LOCATION TO GET THIS PROBLEM RESOLVED BUT TO NO AVAIL. I WROTE A LETTER TO THE CEO OF PENSKE AND NEVER RECEIVED A REPLY. I WANTED TO RENT A TRUCK FROM THE [redacted] LOCATION IN FEBRUARY AND WAS TOLD THAT THEY WOULD NO LONGER RENT TO ME AND THAT I OWED THEM FOR DAMAGE TO A WHEEL THAT I HAD PAID. I ASKED DEREK THOMPSON THE MANAGER THAT TOLD ME THAT PENSKE WOULD NO LONGER RENT TO ME I ASKED FOR A LETTER TO THIS FACT SO I COULD GIVE IT TO MY ATTORNEY .I HAVE CONTACTED DERDK ON MANY OCCASIONS AND I HAVE YET TO RECEIVE A LETTER OR A PHONE CALL. DEREK TOLD ME THAT NO PENSKE [redacted] WOULD RENT TO ME ANYMORE.Desired Settlement: I WANT TO BE ABLE TO CONTINUE RENTING TRUCKS WITH PENSKE

Business

Response:

[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,

Penske

Supervisor—Central Reservations

Consumer

Response:

[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]

Review: [redacted]

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 [redacted] or [redacted]? If [redacted] why?