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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)

Review: I rent a truck reserved online for 04/25-4/27 for one way for a 26ft truck, changd to 05/03-05/05 quote online was 123.08 and, they told me on 05/03 that it could do 125.46 and 150dep and I would get the 150 deposit back then he it was 332.32 so I ask why is it this price he said the difference is my deposit and would be credited back to my card when turn in. Days after turning the truck they was no refund to my card so I called the birmingham location and ask him about my refund of my deposit he said they is no refund of deposit I said you told me I would ge credited back the difference from 125.46 he said no. theni ask to speak to the manager he say he is the manager. I would have never rented a truck for 332.32. I would like my difference back and I asked him then because, if I would have know he would have done this and not lie to me I would have gotten a localDesired Settlement: Refund of my money

Business

Response:

[redacted],

Review: I have used Penske Truck Rentals for years and never had an issue - On 7/31/13 I rented a truck for a move to [redacted], SC - (unit # [redacted]) I was told it was unlimited miles and for a week - This morning I turn in the truck at the Penske location in [redacted] and was charged $ 666.00 (in addition to what I paid in full already) The truck did not have a horn that worked, the radio did not work and the A/C only worked intermitently / The person at the Penske desk said no one made notes in the system and she had to bill me this additional amount ($ 666.00)I am so upset to have been mistreated by Penske - I am really unhappy with the truck and was told the issues would be addressed as they were grounding the truck for service - I got a broken unsafe truck and I got ripped out of $ 666.00 more then I agreed to payDesired Settlement: DesiredSettlementID: Refund

I would like my CC on rental agreement # [redacted] credited back for the $ 666.00 that I was additionally charged upon returning of the truck - This truck should never had been rented to me because of the horn issue - That is unsafe

Business

Response:

According to the Rental agreement, The customer turned the truck in six days late than what was agreed to on the rental agreement. In addition there was a cleaning charge to the truck. Please see attached.

Review: I rented a trucking trailer to be picked up in [redacted] SC at 2:00 on Friday April the 28th when I arrived at the location the manager told me the truck was joy ready and that it had been vandalized and he could have a truck for my by 5:00. Now I'm in the process of moving from SC to NY and I needed everything to go on schedule to make my reservations for a hotel in [redacted] VA Saturday night so we get our truck at ten till 5 on Friday afternoon. Get the truck packed and car loaded on trailer ready to go on the road by midnight. 3 hours off my intended schedule. We had planned to be in the road by 7:30 the next morning. When we loaded the car we noticed the lights were not working on the trailer. That morning we called the 800 roadside service number penske provided they sent out someone to look at the truck he could not find the Manual so he called someone else and it ended up being a box in the truck that was not working so they offered to a) fix the truck which could take a few hours or b) replace the truck again (which consisted of them unpacking and repacking the second truck into a third we chose option b so by 11:00 they were there with the third truck unloading all my belongings and repacking this third truck. By the time they were done we had to stay in a hotel in our home town overnight because there was no point in leaving and we had lost our apartment as of that morning and we would not make our hotel reservations in VA. So at this point we are a day off schedule and we had been talking with a rep from penske who had told us not to worry we would not have to pay for anything on this trip and to keep all out receipts. So when we got to virginia a day off schedule the next morning when we were due to leave there was a snowstorm we drove for 4 hours going 30 mph we made it to NY within 2 days 20 hours of travel time. Now penske has paid us back for the hotels and the truck rental but refuse to pay us back for the gas and tolls why tell someone that you will be reimbursed if you refuse!Desired Settlement: The $240.00 spent in gas and the $134.75 in tolls I was told I would be refunded for. I've spoken with countless people from the company and they say if was a "miscommunication" that's not my fault. I deserve what I was told I would get I did not keep all my food receipts baca use I was trying to be nice I only turned in one. I also had two cats and a young dog stuck in the car and traveling for all that time it was just a awful experience. I think they should hold to there word.

Business

Response:

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.

Review: To Whom it may concern,

On Aug/29/2013 I rented a 26 foot moving truck and car hauling trailer from Penske Truck Rental at [redacted] in the amount of $2,424.21. On this day of rental, the gentleman at the front desk would not allow me on the yard with him for the vehicle inspection walk around, he then had me sign the contract electronically and funds deducted with vehicle unseen. I then drove the truck to my destination approx. 4 miles from the pick-up location not exceeding 45 MPH. Once truck was loaded, it was parked overnight and myself and my family were en-route to [redacted] TX at 4:30 A.M. of Aug/30/2013. Upon initial start of my trip, only the right side headlight worked, the windshield wipers were bent, and the fuel gauge did not work properly. Once fully loaded truck was up to highway cruising speed of 65 MPH, the truck shook violently dislodging most of the cargo through my 2,300 mile trip to TX. Upon arrival at my home to unload the truck, when the rear door was opened some of my belongings fell out due to the shaking. I found several furniture items that received damage from the shaking, so much so that holes had been rubbed through my moving blankets. Also there was a hole in the front right portion of the roof causing rain water to penetrate the dry cargo area causing some water damage to my belongings and furniture.

All of those things aside is where my problems with your company began. I dropped the truck off and Smart stop self storage at [redacted]. [redacted] TX. At that location I showed the agent by the name of [redacted], that the fuel tank was completely full, but the gauge only read at 3/4 full. I informed her about my dis-satisfaction with the truck that I rented and informed her of all of the issues, and she then contacted a man by the name of [redacted] at the [redacted] TX Penske service center (###-###-####) I then spoke with him personally about the condition of the truck and he stated that he would have it looked at and repaired if needed, prior to someone else renting the vehicle. I then had the joy of speaking to your risk management department where I remained on hold for 42 minutes waiting to speak with someone on 9/10/2013, only to have a serious language barrier hindering my complaint as ([redacted]) who had issues understanding English language much less speaking it. After my complaint (0723-4519-13) was filed on the date of 9/10/2013 I received a letter from ([redacted]) on Saturday 9/14/2013 stating they received an incident report on the day of 9/3/2013 which is incorrect, since I did not call until 9/10/2013. In the letter it states, "Regrettably, there is no coverage through the rental agreement for items damaged during your rental. We respectfully deny your claim." I then tried several times over the course of 7 business days leaving multiple voicemails, with no common courtesy of a return phone call from her. I then contact the corporate number 3 different times screaming to speak to someone in management about this case, when I finally receive a phone call back from ([redacted]) on 9/18/2013 and she states and I quote "The Cargo insurance does not cover damage to your belongings, and I need to contact my personal insurance company to file a claim". She then stated she would call me back no later than 9/24/2013 with a resolution about refunding me for my experience with your company. It is now Tuesday 10/1/2013 and I have called and called again leaving multiple voicemails, AGAIN nobody will return a phone call.

I have spent $2,424.21 for truck rental + $1,323.84 in fuel = $3,748.05, of my hard earned money for my belongings the be destroyed by your company's "CERTIFIED" PILE OF [redacted] TRUCK, and for me a paying customer to be treated even worse. Will someone please explain to me why I would make a claim on my personal insurance, causing my rates to go up because of your dilapidated equipment. I Expect a full refund at this point = fuel compensation, I feel that I am entitled to more, but I am NOT a greedy person pursuing something for nothing, I just would like to be treated with respect and that I am your customer. I have been more than understanding and more than patient trying to come to some sort of a peaceful resolution with your company. I will respectfully give you the allotted 30days in order to review this, as of 11/2/2013. I WILL be going to the news media, until someone has contacted in someway or another.

Regards,

###-###-####

RA # [redacted]

CLAIM # [redacted] TRUCK #[redacted]Desired Settlement: Full refund and a phone call with an apology for the absolute worst customer service experience I have ever seen or encountered.

Business

Response:

Good morning.

We appollogize for the unpleasent rental experience. It seems there were a number of things that could've been been done before the rental that could have kept these things from happening. i.e.: How to load the truck properly, how to fuel the truck properly, and identifying any mechanical issues before the rental. We have refunded the customer's card used for the rental $2424.21. Please note: It may take 5-10 business days for this refund to show on the card, depending on the customer's bank.

-[redacted]

Consumer

Response:

Hello Stephen,

Review: I had made a reservation for a 26 foot rental truck on May 13th, 2014 (Reservation Number [redacted]). I was moving and needed a three day rental of the truck to be picked up on May 28th, 2014 at a [redacted] location in [redacted], MA. When I arrived at [redacted], the only truck they had was a 22 foot truck. This was not adequate for the items that I needed to move. After speaking to Penske customer service in [redacted], MA, they admitted a mistake was made and the only 26 foot truck that was available was on Cape Cod. I would like to know why I was not notified of the change in trucks before my arrival to pick up the truck. This added tremendous pressure to my moving situation. I had to wait several hours to try to find a solution to the issue and eventually I recommended Penske giving me another truck to supplement the 22 foot truck. I had to then go to [redacted], MA [redacted] to pick up another truck. Although I finally had enough storage capacity with the two trucks, I had lost several hours of moving assistance that cost valuable time and money. I believe with making the reservation more than two weeks in advance, that I should have been able to get the truck I requested. Penske's eventuall response was adequate to get another truck, but I wonder why I was never notified in advance of the smaller truck. I have rented with Penske several times in recent years; however, I will not rent from Penske again after this fiasco.Desired Settlement: I would like to be refunded for the cost of the second truck (~$180 + $30 for gas=$210) and for the cost of the movers (2 movers @ $30 an hour for 2 hours=$120) that were waiting for the trucks to arrive.

Business

Response:

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,

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. 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]

Review: I purchased a used 2006 Penske medium duty International box truck in December 2012. Before an agreement was reached, I inspected the truck and identified some issues including corrosion on both fuel tanks. Penske assured me the truck would be brought up to DOT standards and that the issues, including the fuel tanks corrosion, would be fixed. I proceeded to purchase the truck, with purchase funds wire transferred in December, 2012. After numerous delays and issues on Penske's end, the truck was eventually delivered in mid February. However, the truck was delivered with serious issues and was not operable, plus the corrosion on the fuel tanks was not adequately fixed. Penske then had the truck towed to the closest International dealer for repairs. In early March, the International dealer completed repairs and the truck was then available for us to place into service. However, a number of fixes were still required to put the truck into service, but we did not press Penske on these things. We had to replace two additional batteries so truck would start consistently in cold weather (International dealer had replaced 1 of 3 original batteries), plus the truck cab and truck box leaked water to the inside due to damage and modifications by previous operator (pictures available). It took us longer than expected to get the truck into service and we did not return the truck for official DOT inspection until May 3rd. Upon DOT inspection by the local International dealer, it was found that driver's side fuel tank had corrosion so severe that fuel was leaking. It was also found that the steering system needed minor repairs. The truck had very little use (less than 1,000 miles) since we took delivery. To get the truck operational, the local International dealer replaced the driver's fuel tank and fixed the minor steering issue. The bill for this work was $2,511.24. We asked Penske to reimburse us for this amount but this was denied based upon a 30 day guideline to bring forward issues, and they felt about 60 days had elapsed. I asked Penske to consider the agreements and history, and we agreed to meet in the middle, with Penske paying 50% of the cost to bring this to quick and immediate resolution. After this agreement was reached in short order, Penske sent a legal release form which was written to favor Penske and is complicated enough to require legal counsel review. I refused to sign the release due to the nature of its content and the potential cost of involving legal counsel to review and negotiate the terms of the release. I asked Penske to simply pay 50% without requiring the release, but Penske refused. I allowed several weeks for Penske to consider the possibilities of paying 50% without requiring the release but did not receive an affirmative response.Desired Settlement: Reimbursement for the $2,511.24 in repairs to make truck pass DOT inspection/fix fuel leaking issue/fix minor steering problem.

Business

Response:

Is it possible the customer could provide wich Penske location he worked with on the purchase of the vehicle?

-[redacted]

Business

Response:

Our remarketing group has tried contacting the customer multiple times with no repsonse from him yet.

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 had received no phone calls at our office, but only yesterday a call to my residential voice mail which I heard last night. I called back an individual named [redacted] at Penske with phone digits ending in 5477 today and advised him of our office number. Then we came to a verbal agreement that the settlement amount previously agreed to would be re-instated without requiring signature of the legal release. I am awaiting written confirmation and check.

Regards,

Business

Response:

This is the information I have. I know our Remarketing group was working with the customer.

Review: My wife & I rented a Penske truck on June 28th from a [redacted], Virginia Office for our move to Florida. When picking up the truck it was not clean nor was the gas tank full as promised by Penske in the rental agreement. The Penske location filled up the truck before we left the lot, however upon the return of the truck in Florida, Penske tried to charge us to fill up the truck. The vehicle had some minor damage & repair work done. When unloading our items during the day it had started to rain & unfortunatley our mattress sustained damage. The top corners of the box truck were not patched correctly allowing rain to get through & into the rear of the truck damaging our mattress. My wife called Penske the next day & filed a claim in which we were advised would hear back with in a few business days. It has now been 3 weeks and we have not heard a response from Penske. I have left numerous voicemails for the adjuster hadling our claims asking for a call back but have heard nothing.Desired Settlement: We would like a response from Penske & compensation for our damaged mattress.

Business

Response:

Good morning. Can the customer provide a rental agreement number? This will allow me to contact the Branch in VA and try to get the issue resolved.

Thank you.

Consumer

Response:

Revdex.com,

Review: Hi my name is [redacted] I am 56 years old.I have rented a moving truck from Penske I was moving from Florida to Pittsburgh on the 18th of September on this journey I was traveling with a friend [redacted]. we stop 5 times to put gas in the truck before the big break down. I knew from there that something was wrong because we stopped 5 times with diesel gas and was only in North Carolina. A truck driver flag us down and told us that the lights wasn't on in the back of the truck we pulled over to the side of the road called road side assistant. it took them a hour for them to come out the company that came out was [redacted]s towing recovering. He than told us that he wasn't able to fix it and that it was a switch box and there is no fuse for it that if we want we could drive and we are reasonable for the ticket if we get one. I decided to go on we than proceeded to go down the road when the light in the dash started to flash. we than stopped and called roadside again they took an hour in half to come the second time. the same company came out and he checked the truck and said the region and the exhaust filter was messed up and it wasn't fixable that we had to wait for another truck to be dropped off. they than put us in a hotel for overnight and told us that they would be back with the truck and a company to help move from one truck to another truck and that they are going to be there at9am. The truck was there when we got up but we didn't see anyone. The company didn't come until 12 noon we already had most of the things out the truck and on to the other truck. when the tow guy that towed the old broke down truck that there was break fluid all over the back tires and the breaks could've went while we was driving. I want to file this claim because we went through a lot and that I deserved to get a full refund for the truck and the gas.

Product_Or_Service: moving truckDesired Settlement: DesiredSettlementID: Refund

I think that I deserved my full refund for the truck and the gas. when I got back to Pittsburgh they refunded me $400 but don't think that was worth nothing

Business

Response:

It would help me better to as the customer's complaint if they could please provide to me a rental conrtact number.

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

Regards,

Hi I was responding to the message that was sent to me, I don't have the rental agreement they kept that information at the site that I dropped the truck off at. that was in [redacted] pa

Review: ON NOVEMBER 21 2012 IRENT A TRUCK FROM THIS COMPANY ON THE AMOUNT OF $208.57 AND I PAID WITH A CREDITCARD.FOR SOME REASON THIS CARD WAS KEEP ON FILE BY PENSKE.ON JANUARY 21 2013 [redacted] RENT A TRUCK FORM THIS COMPANY FOR THE AMOUNT OF $182.03 AND WAS CHARGE TO MY CREDITCARD BY MISTAKE,I DON`T FIND OUT UNTIL I GET MY STATEMENT FROM MY CREDITCARD CO,IT WAS ON FEBRUARY 21 2013.I CONTACT MY BANK AND I TOLD THEM THAT THIS CHARGE WASEN`T MINE,THEY CONTACT PENSKY AND THEY ASK ME TO TELL PENSKE WHAT HAPPEND,WE BEEN TOLD THAT THEY NEED TO GET A HOLD OF [redacted] AND WHEN HE PAID THEY WILL CREDIT MY CARD.AFTER THAT I WENT IN PERSON THREE TIMES AND I ASK [redacted] TO PLEASED CREDIT MY CARD,THE ANSWER ALLWAS WAS NOT UNTILL THEY GET PAID BY THIS OTHER PERSON,THE THIRD TIME I TOLD HIM THAT IF HE DON`T CREDIT MY CARD I WAS GOINT TO REPORT HIS COMPANY AND HE SAID IT WON`T HAPPEN,MEANNING HE DON`T CARE.

Product_Or_Service: N/A

Order_Number: N/A

Account_Number: N/ADesired Settlement: DesiredSettlementID: Refund

HAVE MY CREDITCARD REFAUND ASAP AND HAVE THIS CO BE FINED OR [redacted] BE FIRED.

Business

Response:

In conducting some basic searches, neither names came up in our customer history. If the customer could produce a rental agreement number, that would of great assistance in expiditing the credit.

-[redacted]

Review: On or around August 31, 2014, I rented a moving truck to move personal belongings from my rented storage facility into my condo in Austin. I used the truck for only four hours, then returned it with a full tank of gas. The transaction required a deposit. My regular credit card was maxed out due to other moving expenses, so I used my debit card for the transaction. My bank account (in which I have screenshots of) reflects that the deposit was returned on September 3, 2014. 3 weeks later on September 19, 2014, Penske Truck Rental automatically drafted $198.93 out of my checking account. This caused 2 checks that had written for my mortgage and my cell phone carrier, to BOUNCE!

I have screenshots of my banking statements that I will gladly share with you.Desired Settlement: I seek to have all funds returned to my account immediately. I also seek to have Penske Truck Rental pay for any/all late charges and fines that I will be assessed from [redacted].

Business

Response:

[redacted],

Review: I recently reserved a truck to facilitate a move of my business. I reserved a truck through www.gopenske.com for a Saturday more than 1 week prior to needing the truck. On the day before my reservation at 3:30 in the afternoon I received a phone call from the local office informing me that they did not have a truck for me. Where was I going to find a truck at 3:30pm on a Friday? I couldn't find another one and it cost me an additional day of moving and almost $1000 in additional labor. When I contacted Penske corporate about this (which was where I made the reservation AND confirmed it in the first place), I was told that a supervisor would call me back shortly but that never happened either. The on hold message with Penske states that if your truck is not available, you receive the next size truck at no additional cost. That didn't happen either. Lastly, when I called Penske again, I was told that they couldn't do anything for me; that I should contact the local office which interestingly enough doesn't appear on the Revdex.com but does show up as a location from goPenske.

Business

Response:

Hello [redacted],

Review: My company [redacted] Inc, is a penske direct-bill customer from [redacted], IL [redacted]. I travel throughout the US and rent Penske trucks at various locations. Each time I rent I tell the office I am renting from that I am a direct bill customer and they are able to look up our account and see our info. We have a corporate umbrella insurance policy that covers truck rental so we never use the penske coverage. also, the other locations are able to see our direct bill rates and they honor them. When I called Penkse Truck at [redacted] road in [redacted], NJ and made a reservation to rent a truck, I spoke to [redacted] and told here that we were a direct bill customer and she found our account. She made no mention to me that they would not honor our insurance or our rates, and I did not find this out until I returned the truck and found that the charges were DOUBLE what I was expecting. I asked for an explantion and the clerk went back and talked to someone who basically said they were not going to do anything about it. This customer service is APPALING to me - obviously they did not care about me as a customer or my company's ongoing business with penske.Desired Settlement: I'm looking for a 150.00 credit to my corporate [redacted] card

Business

Response:

Hello [redacted],

Review: I was led to believe I would recieve the $150.00 security deposit on return of the truck. Also they computed way more mileage than I put on the truck. they computed 75 miles when I probably put on about 25 or less.Desired Settlement: I would like my security deposit of $150 and aproxx $50.00 for over estimating my mileage

Business

Response:

Is there a rental agreement number I can reference?

Was this a one way or local rental? Local rentals typically estimate a minimum on mileage. We only charge for the actual mileage that is driven on time of check in. If this was a one-way rental, there is no charge for mileage. An RA number would be very helpful in assisting this customer.

-[redacted]

Review: I rented a moving truck on 01/11/14 @ 8:56 am from [redacted] of [redacted] to move to ny were I returned the truck on -1/13/2014 @ 4:31 pm to [redacted] in [redacted] ny. I returned the truck 2 days early and at that time I was advised I would not receive a credit for returning the truck 2 days early. I paid $498.96 for the rental from 01/11/14 to 01/15/14. In the contract it states only that if I am late with the truck I would be charged $100.00 per day. I requested my refund applied to my card that was charged originally and was advised there is no refund even though I returned the truck early. I asked to see were it states in my contract that and was advised it does not. I was then told to call the [redacted] district office to see if I can get my refund and I spoke with a [redacted] on 1/14/14 at 12:20 pm at ###-###-#### who told me the same thing in a not so nice way.Desired Settlement: refund of 249.28 for the unused days of my rental

Business

Response:

Good morning.

It appers this is a simple mis-communication.

All one-way rentals are a one time charge. Even if the customer has 4 days with the truck and returns them in two, it will still be the one time charge. We offer extra days built into the price for the convenience of our customers. In no way do we state that a customer will be refunded money if the truck is turned in early. Our customer service and local Penske locations echoed this policy. Were any refund to be due, it would be in any optional coverages the customer purchaed for the rental. If they wish to provide a rental agreement number, I can research the contract to see if an refund for returning the truck early is warranted.

-[redacted]

Consumer

Response:

Rental agreement # [redacted]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: There are multiple negligent issues that I have been victim of with Penske Used trucks sales

I initially contacted Penske on June 26, 2014 to purchase two vehicles listed on their website. I spoke to Sales Agent Eriksson J[redacted]

I indicated to Erik that I had certain requirements for the trucks which I neede to be met due to my new contract with [redacted] He told me to go view the trucks at the location in [redacted] NJ

I went to see the trucks and the manager at the retail site said they can add the mechanical requirements with approval from Penske corporate sales (Eric)

Within the next 3 weeks I was waiting for eric to confirm they can make the mechanical adjustments. I asked if I can put a deposit on one of the trucks and he said there is no need to do so and he will hold the truck until he gets an answer

In the span of those three weeks one of the trucks was sold and eric had no answer for me as to why.

I found another trucks at penske and decided to use them due to their great warranty. I also decided to use a third party for the mechanical work

I did spend $3000 more for a truck with more mileage due to Eric's negligence

I proceeded with the financing through ** and got approval

** sent a certified check to Penske which was confirmed as received on 8/10 and I sent a wire

As of 8/14 penske cannot confirm that the certified check was receieved by their mailroom even though eric originally said they got it via email, and my ** rep said it was signed off by them

I then find out from the penske retail location that the trucks were repainted without my knowledge, and they will not be ready for several more days

I also found out from Eric that the penske extended warranty is now $1300 a truck instead of the $800 he originally quoted me

I am now a month a half into this process with penske and have no title and no confirmation that they will deliver the trucks, even though my financing company(**) confirmed they signed and received the certified check, and I sent them the wire for the balance

I am about to lose my new contract with [redacted] and the drivers I hired to work for meDesired Settlement: I am seeking damages due to the customer service negligence performed by penske

I lost one truck and had to get a different truck with more mileage - damage $3000

I was quoted $800 per truck for extended insurance, but paid $1300 - damage $1000 difference for both trucks

I am paying insurance and financing on trucks that have still not been delivered to me - $1800 thus far

I need the trucks and title delivered as soon as possible or else I will lose my contract with [redacted] and my drivers. If this occurs I have to seek legal action against Penske

I am seeking damages of $5800 as detailed above and the trucks to be delivered to the address I have given penske by 8/15 or my contract with [redacted] is in danger

Business

Response:

Hello [redacted],

Review: I was attempting to rent a truck and the rental associate could not answer my questions in reference to the disclosed price breakdown . The associate was unable to answer how much I was being charged for taxes in the State of [redacted]. I am inclosing the Chat via the internet during my attempt to rent the truck. [redacted]

Thank you for choosing Penske, my name is [redacted]. How can I help you today?

[redacted]: Do you guys offer Military discount ?

[redacted]: We do offer a military discount. Do you need a quote?

[redacted]: Yes

[redacted]: Is this for a one way move?

[redacted]: yes

[redacted]: from [redacted] to [redacted]

[redacted]: I will need your phone number to create a one way quote.

[redacted]: on 08/16/2013

[redacted]: [redacted]

[redacted]: Do you know the size truck you will need?

[redacted]: 16ft

[redacted]: I can offer you a 16 foot truck for $309.75 plus tax with free and unlimited miles.

[redacted]: Military discount ?

[redacted]: I applied the discount

[redacted]: Would you like to make a reservation?

[redacted]: still a little expensive,

[redacted]: What are you looking to spend on a rental?

[redacted]: 250

[redacted]: I apologize I would not be able to go down that low

[redacted]: what is the lowest you can go ?

[redacted]: $289.10 plus tax

[redacted]: with tax will be how much ?

[redacted]: $330.90

[redacted]: Can you do it for 300.00 with tax? I am a little short on cash.

[redacted]: I apologize I cannot give additional discounting

[redacted]: If I book this, do you need the cash up front?

[redacted]: I would like to hold this reservation

[redacted]: We ask for a credit or debit card to make the reservation. We do not charge or authorize anything to the card. You pay at pick up.

[redacted]: what is the cancellation policy ?

[redacted]: You may cancel your reservation up to 48 hours prior to your move date. There is no charge for cancellation with Penske. However if you do not call to cancel you may be subject to a $100 Reservation Guarantee Charge.

[redacted]: how much am I being charge for the taxes?

[redacted]: The taxes are $32.80 and there is a $9 environmental fee

[redacted]: what is the % in ** for taxes

[redacted]: I apologize we don't have that information

[redacted]: Ok, sorry to ask , but how are you charging me taxes if you don't know the information. In ** tax is 8.5% so that should be $24.57 in taxes plus the environmental fee $9 Total should be $322.67

[redacted]: It is automatically in the system calculations

[redacted]: Thank you very much for the information and your help, but I don't agree with the final price. I also would like to thank you for giving me the military discount. But my point is the final total doesn't add up. I am saving this chat and sending to the Revdex.com for a review. Have a wonderful day.Desired Settlement: To have better trained associates. To disclosed all the charges.

Business

Response:

I have forwarded this complaint to the director of our call center.

Review: I PICKED UP MY TRUCK IN [redacted], NH. I WAS UNDER CONTRACTUAL AGREEMENT TO RETURN THE TRUCK TO [redacted], RI. I RECEIVED A CALL OFFERRING A DISCOUNT OF $50 DOLLARS IF I WOULD BRING IT TO [redacted] LOCATION INSTEAD BECAUSE THEY NEEDED IT THERE. I DROVE IT TO THE LOCATION AND THE GENTLEMAN WAS A DIFFERENT ONE THEN ON THE PHONE, BUT ALSO ACKNOWLEDGED THAT THE OTHER MAN WOULD BE REFUNDING $50 DOLLARS FOR ESSENTIALLY, HELPING THEM OUT. I HAD TO PUT MORE GAS IN SO IT WOULD HONOR THE CONTRACT AND THEY NEVER HONORED THEIRS WHEN THEY PERSONALLY ASKED ME TO CHANGE LOCATIONS.Desired Settlement: I WOULD LIKE THEM TO HONOR THEIR DISCOUNT AND PLEASE REFUND THE $50 DOLLARS TO ME. I WOULD ALSO LIKE AN EMAIL LETTING ME KNOW HOW THIS KIND OF A MESS UP IS POSSIBLE. WHY IS IT OK FOR ME TO GO OUT OF MY WAY FOR A COMPANY I AM PAYING TO USE ITS SERVICES, BUT THEY CAN'T HONOR SOMETHING THEY PROMISED.

Business

Response:

[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,

Penske

Supervisor - Central Reservations

Review: Made an over the phone reservation to pick up a truck at the [redacted] in [redacted] MD on 12/02. When I arrived at the location I was informed that my truck was given to another customer. The explanation given by the employee? "no one told me we got reservations today" I should have walked away, right then and there. However, I was in need of the truck so I didn't. The employee informed me that there was another truck in my desired size at another location about 25 min away at the [redacted]. Got there. Rented the truck. Returned it within two hours. Three days later I checked my bank account and noticed that my deposit hasn't been refunded. Called the location that I rented from, and was informed that I have to come back to the location to get my refund. Mind you I live an hour away from [redacted]. Why the money couldn't be refunded back on my card was beyond me. So I deiced to call the headquarters. After being on hold several times, I finally talked to [redacted] who was pleasant and willing to help. He assured me that I wouldn't have to drive an hour to get my money, he promised I would get a check in the mail no later than Dec. 12. Few days go by. No check. Call [redacted] back. He apologizes sincerely and says he'll get back to me. He calls me back and says that he guarantees that they will overnight the check to me. Well it has been almost a month since I rented the truck. After countless calls and much grief. I still don't have my money. With all the competition out there and the way word spreads about shady business practices you would expect a company, especially one as large as Penske to be more concerned about their customers. They aren't. If you expect a stress free experience, look elsewhere.Desired Settlement: What was promised originally. I just want my money.

Business

Response:

Good morning. Sounds like a clear case of mis-communication. If the customer can provide me with a rental agreement # I can look into this further. The deposit should have been refunded automaticly when the truck was returned. Was this card a debit card? Depending on the bank, once the deposit is put down it can take up to 15 days to have the deposit refunded.

-[redacted]

Review: Penske gave me a faulty, leaky truck without a full tank of gas

I was told before renting that Penske would give me a moving truck with a full tank of gas. This was false. It was 3/4 full when they gave it to me. I'm sure they charged the previous customer money to fill it up and then just never filled it up (fraud). The truck cab started leaking when it rained on my trip and I was soaked and my CDs and food in the cab of the truck were ruined by the water pouring in. I called up and they told me to file a claim. I filed a claim and a month and a half later, I have been told that because I did not stop to purchase a camera and take pictures before throwing out the CDs and food that Penske was offering me $0 compensation for my loss.Desired Settlement: I would like to receive a modest $10 per CD ruined at 30 CDs= $300 and $20 for the food that was ruined for a total of $320.

Business

Response:

Could the customer please provide a rental Agreement number? This will allow me to the agreement the customer signed.

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:

Review: My husband and I rented a 22' truck for a household move. As soon as we picked up the truck, there was a light and beeping indicating a problem with the exhaust system. We called the local office where we picked up the truck and we were walked through the "self-diagnostics", and told that the problem would take care of itself, and to not worry about it. So we packed up the truck and started our 7.5 hour drive.

Along the way, the truck started to lose power, we ended up pulling over at least 5 times that I can recall, to run the diagnostics again. Each time we had to run the diagnostics, it took between 25-45 minutes. 200 miles from our destination, we had to pull over again as the truck indicated it was critical to "pull over now".

We called roadside assistance, waited on hold in the heat with pets and kids, for over 45 minutes. The representative was unable to help over the phone and located a technician who was an hour and a half away.

When the technician finally arrived, he was extremely nice and friendly, he explained what he could, but even he had trouble fixing the problem. He got the truck running but was concerned so he followed us 10 miles to the next exit, the problem still was not fixed. He followed us another 10 miles, still, no fix. He advised us to keep going since we were so close. By this time, it was almost 9pm, we left at 7:30am.

We did make it home, by the grace of God, but we were all over-tired, stressed and frustrated with the whole experience.

Fast forward two weeks, no one from Penske had called us to follow up. The roadside assistance rep said we would get reimbursed for the gas.

I called Penske this morning and relayed all of the above, and was offered $50, and was told, there is no record of that conversation taking place. We spent $262.19 on gas, had our trip time doubled, (we arrived at 11pm!) and never mind all the emotional stress and worry, to be offered $50 is just insulting!

We will NEVER use Penske again, nor will we recommend this company to anyone. We are extremely disappointed.Desired Settlement: All I ask, is that Penske honor what the roadside assistance representative stated, that we would be reimbursed for gas expenses, which total $262.19

Business

Response:

Dear [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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