Penske Truck Leasing Co LP

Re: [redacted] Complaint dated October 6, -ID No [redacted] Penske Truck Leasing [redacted] **Seattle, WA 98168Tel: [redacted] ***Fax: [redacted] ***Mobile: [redacted] ***www.GoPenske.corn Dear Sir or Madam:My name is Max G [redacted] and I am a Consumer Development Manager for Penske Truck Leasing Co., LP.("Penske")This letter serves as a response to the attached Complaint (Exhibit A) flied by [redacted] (the "Customer") dated October 6, In her Complaint, the Customer makes certain complaints about attempted charges made to theCustomer's credit card for the rental of a vehicle from Penske, alleging that such charges are fraudulent.To the contrary, all of these charges are proper and authorized by the rental agreement between Penskeand the Customer, and to date the Customer has refused to pay them For the reasons set forth below, Customer's complaint Is lacking in both accurate facts and legalsubstanceWe respectfully request a ruling favorable to Penske A Factual Background On September 19, Penske, through Its Agent [redacted] rented a vehicle to theCustomer under Rental Agreement Cover Sheet #52.268309, attached hereto as Exhibit B ("CoverSheet")Pursuant to the terms of the Cover Sheet, the Customer rented the vehicle for a period fromSeptember 19, through September 22, At the time of the rental, the Customer had theopportunity to purchase additional days for the rental at the rate of $per day, which the Customerdeclined; she also acknowledged per the Cover Sheet that the vehicle's fuel tank was full Despite being obligated to return the vehicle with a full tank of fuel on September 22, 2015, theCustomer did not return It until September 28, (six (6) days after the vehicle was to be returned),and when It was returned, It contained less than a full tank of fuelPursuant to the boxed section on thefirst page of the cover sheet: "Customers who return vehicles with less fuel than when rented will be charged$8.00/gallon to refuel vehicleAlso, Customers will be assessed a $lOOper day late fee Ifthe unit is returned after the expected return date." On September 29, 2015, Penske contacted the Customer for payment of the owed late fee and refueling chargesIn response, the Customer told Penske's representative, "Good luck getting payment from me", Penske billed the credit card provided by the customer at the time of the rental for the late fees, refueling charges, and tax, In the amount of $(as permitted by Section V.B.S of theRental Agreement Terms and Conditions, attached hereto as Exhibit C: the Rental Agreement Terms andConditions are Incorporated by reference into the Cover Sheet)This charge was declined, as wereseveral subsequent attempts to bill the credit card for lesser amounts, presumably as a result of theCustomer's unfounded dispute ofthese legitimate charges B Customer's Complaint is Without Merit The customer's Complaint curiously omits key facts which demonstrate, at first glance, that itscomplaint Is without meritSpecifically, Customer failed to point out that (a) she failed to return thetruck on the contractually agreed-upon date, when, in fact, she used it for an additional six (6) days; (b)she expressly agreed to pay $per day the rented unit was late past the return date; (c) she did notreturn the vehicle with a full tank offuel; (d) she expressly agreed to pay for refueling ofthe rentedvehicle if it was returned without a full tank of fuel; (e) when contacted for payment, she expresslyrefused to pay the contractually agreed upon late charges and fuel charges; (f) Penske was contractuallypermitted to bill Customer's credit card for these amounts; (g) to try to resolve this matter, Penskeoffered to lower the per day late charge to $per day; and (h) as of this date, Penske [redacted] has notreceived payment for these authorized and legitimate charges Penske works diligently to deliver the highest level of customer satisfaction in all of its relationships.However, given the Customer's position on this matter, Penske wishes to permit the terms of the CoverSheet and Rental Agreement Terms and Conditions to govern its relationship with Customer.Accordingly, Penske requests this division of the Revdex.com conclude that Penske abided bythe terms of the Cover Sheet and Rental Agreement Terms and Conditions, and to, therefore, issue adecision favorable to Penske Thank you for your assistance in this regardPlease let me know if I can provide any further documentation or information to assist in your decision making Sinceraly, Max G [redacted] Consumer Development Manager >>>>Please see attached documentation

Re: [redacted] Complaint dated October 6, 2015 -ID No. [redacted]
Penske Truck Leasing[redacted]Seattle, WA 98168Tel: [redacted]Fax: [redacted]Mobile:[redacted]www.GoPenske.corn
 
Dear Sir or Madam:My name is Max G[redacted] and I am a Consumer Development Manager for Penske...

Truck Leasing Co., LP.("Penske"). This letter serves as a response to the attached Complaint (Exhibit A) flied by [redacted] (the "Customer") dated October 6, 2015.
In her Complaint, the Customer makes certain complaints about attempted charges made to theCustomer's credit card for the rental of a vehicle from Penske, alleging that such charges are fraudulent.To the contrary, all of these charges are proper and authorized by the rental agreement between Penskeand the Customer, and to date the Customer has refused to pay them.
For the reasons set forth below, Customer's complaint Is lacking in both accurate facts and legalsubstance. We respectfully request a ruling favorable to Penske.
A.      Factual Background.
On September 19, 2015 Penske, through Its Agent [redacted] rented a vehicle to theCustomer under Rental Agreement Cover Sheet #52.268309, attached hereto as Exhibit B ("CoverSheet"). Pursuant to the terms of the Cover Sheet, the Customer rented the vehicle for a period fromSeptember 19, 2015 through September 22, 2015. At the time of the rental, the Customer had theopportunity to purchase additional days for the rental at the rate of $50.00 per day, which the Customerdeclined; she also acknowledged per the Cover Sheet that the vehicle's fuel tank was full.
Despite being obligated to return the vehicle with a full tank of fuel on September 22, 2015, theCustomer did not return It until September 28, 2015 (six (6) days after the vehicle was to be returned),and when It was returned, It contained less than a full tank of fuel. Pursuant to the boxed section on thefirst page of the cover sheet:
"Customers who return vehicles with less fuel than when rented will be charged$8.00/gallon to refuel vehicle. Also, Customers will be assessed a $lOOper day late fee Ifthe unit is returned after the expected return date."
On September 29, 2015, Penske contacted the Customer for payment of the owed late fee and refueling charges. In response, the Customer told Penske's representative, "Good luck getting payment from me", Penske billed the credit card provided by the customer at the time of the rental for the late fees, refueling charges, and tax, In the amount of $684.40 (as permitted by Section V.B.S of theRental Agreement Terms and Conditions, attached hereto as Exhibit C: the Rental Agreement Terms andConditions are Incorporated by reference into the Cover Sheet). This charge was declined, as wereseveral subsequent attempts to bill the credit card for lesser amounts, presumably as a result of theCustomer's unfounded dispute ofthese legitimate charges.
B.           Customer's Complaint is Without Merit
The customer's Complaint curiously omits key facts which demonstrate, at first glance, that itscomplaint Is without merit. Specifically, Customer failed to point out that (a) she failed to return thetruck on the contractually agreed-upon date, when, in fact, she used it for an additional six (6) days; (b)she expressly agreed to pay $100 per day the rented unit was late past the return date; (c) she did notreturn the vehicle with a full tank offuel; (d) she expressly agreed to pay for refueling ofthe rentedvehicle if it was returned without a full tank of fuel; (e) when contacted for payment, she expresslyrefused to pay the contractually agreed upon late charges and fuel charges; (f) Penske was contractuallypermitted to bill Customer's credit card for these amounts; (g) to try to resolve this matter, Penskeoffered to lower the per day late charge to $50 per day; and (h) as of this date, Penske [redacted] has notreceived payment for these authorized and legitimate charges.
Penske works diligently to deliver the highest level of customer satisfaction in all of its relationships.However, given the Customer's position on this matter, Penske wishes to permit the terms of the CoverSheet and Rental Agreement Terms and Conditions to govern its relationship with Customer.Accordingly, Penske requests this division of the Revdex.com conclude that Penske abided bythe terms of the Cover Sheet and Rental Agreement Terms and Conditions, and to, therefore, issue adecision favorable to Penske.
Thank you for your assistance in this regard. Please let me know if I can provide any further documentation or information to assist in your decision making. 
 
Sinceraly,
 
Max G[redacted]
Consumer Development Manager
 
>>>>Please see attached documentation<<<<<<<<<<

Review: This Penske location have fraudulently charged us +$40 for insurance coverage when we denied the coverage (our insurance covers it). The manager ([redacted]) told us that the fee is mandatory but the person we have contacted J [redacted] offered us the coverage and it was OUR CHOICE to reject it and NO OTHER DETAILS provided. When we returned the truck [redacted] added an extra $40 to cover the insurance which was not authorized. We demand the refund to our credit card and we ask for an investigation on how this location lure their customers to forcefully add extra charges. While we were at the store he had a conversation with a customer with the SAME problem..they seem to get away with it offering customers 15% on next rental as a replacement which I have rejected.We demand the $40 to be revered to our credit card.Desired Settlement: Refund the $40 to our credit card asap.

Business

Response:

I attempted to reach the custoemr via the phone number provided on the complaint as well as another phone number we have on file from his rental agreement. I reached out to the custoemr via email and responded with the below message informing them of the clarification surrounging our coverage options and requirements as well as the refund the customer requested.

Mr. [redacted].

Review: This company is creating a hostile environment towards Service Members that are doing their own PCS moves, more specifically, as I'm the DITY move coordinator, these people have now refused to make a reservation for my grandmother, overcharged the last rental I made, and have in general made snide remarks and comments towards myself and my soldiers when they didn't think we heard them or didn't think that we'd understand. I have attempted to go up the chain of command, or the pitiful excuse for one that they have, only to basically be froze out. In the last year that I've been doing this, I have brought them an extremely large amount of business, every service member in my battalion, and the thanks I get is that they want me to get lost, or get a business license or whatever they were telling me. If they're gonna make my job difficult, then it's only fair that I make their jobs difficult. Please rectify your inefficiencies immediately and start treating COMBAT VETERANS with the proper respect that we've earned. And DEFINATELY don't call me a liar unless you're looking for a less than professional response!Desired Settlement: I believe that you owe me not only an apology, however I believe that the next time I bring one of my soldiers to you, they should also receive a complimentary truck rental, or something similar, as well as you let me just do my job until I'm out of this city in the next couple of months, in which you have already have a reservation for me for when I move to Pensacola! Maybe you might want to think about making me some kind of deal on that one as well, and also you may want to think about attempting to create a good relationship with me, because if I DO go into business doing this, if it were today or tomorrow, I definitely WOULDN'T bring my business to this pathetic excuse for customer service and loyalty!

Business

Response:

Penske Truck Leasing is committed to

providing excellent customer service to all customers, and takes special pride

in working with military and veterans. Some of what Penske is currently doing

to be a military-friendly company are: