[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Once they heard my problem they were understanding and did the right thing Regards, [redacted]
Dear [redacted] , Thank you for writing to usI have followed up with Janelle from our Risk Managment department in regards to your claim fileAt this point, the claim is pending as we are still waiting on the police report documentThe Risk Management department was unable to get in touch with you as your phone number on file with them is either not in service or disconnectedI have forwarded her the phone numbers listed on the letter you sent as another way to get in touch with youOnce you have provided the police report to Janelle, we will be able to move ahead in the claims process and work on a resolutionThank you for your time, Amy W [redacted] -- Rental Support Group Penske Truck Rental
[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 $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
***, I spoke with Amy Welder regarding [redacted] She had no affiliation with this customer and I confirmed again that several of us spoke with this customer and rectified the issueI searched through our inboxes and Amy through hersWe could not find an email linked to this customerThese are generally sent to Amy Welder as you mentioned and she’ll handle it personally or delegate it to the team for anyone who’s available to handle itWe never leave these emails sit overnight and always handle them on the same day as we understand the time sensitivityIf you need anything else from me please let me knowThank you, Jeremy S*Penske Central ReservationsRental Support Coordinator T:###-###-####F:###-###-####E: [redacted] GoPenske.comPensketruckrental.com [redacted] ***Reading, PA
Hello [redacted] , I would like to offer my apologies for the inconvience during your recent rental through PenskeWith the information you have provided I was able to see some of your past rentals and can tell you have used our services for quite some timeI can certainly understand the inconvenience and the frustration this may have posed considering our longstanding business relationshipDespite the incident I certainly look forward to your continued business and hope we can move forward from thisI was able to process your request for the refund in the amount of $and you receive it sometime next weekI must mention I was unable to process the refund remotely to your corporate credit card but we were able to issue a check and send it to the mailing address you have providedThe check will be shipped via FedEx and it should arrive in a few business daysShould you need any further information or further explanation regarding this you are more than welcome to contact us at ###-###-####We are in the office days a week from 7am - 1am EST Thank you again for your time and your businessWe look forward to working with you in a future Sincerely, [redacted]
[redacted] , We have made the decision that we will no longer be doing business with your company [redacted] due to payment issues we have mentioned previously as well as the free days that had been added to quite a few of your contracts for unverified truck problems At this time it is our decision not to continue business with you Thank you for your time [redacted] Penske Supervisor - Central Reservations
Mr [redacted] purchased this truck from Penske on May 1, in accordance to the terms of the Bill of Sale with terms of with a month extended engine warranty through National truck ProtectionOn multiple occasions, Penske has already deviated from these terms and made repairs requested by Mr [redacted] At this point, we have asked Mr [redacted] to provide photos of the rusted window so we can determine if we are able to assist or notPenske will not be assisting any further for other requests
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After speaking with Penske Truck rental it appears that the mix up was on their end and not due to any fault on [redacted] ***'s behalfI would therefore like to drop my complaint against this company Regards, [redacted]
Dear [redacted] , I am very sorry to read about the problems you experienced on the roadI can very well understand why you would be upset over what happened; and most importantly, the safety concerns for your family being stranded in the middle of the nightI will be reaching out to the 24/ Roadside Assistance supervisors so they can review the phone calls and logs for coaching purposesTo start a claim for furniture damages from the load swap into the new truck, you would also want to contact Risk Management at phone # ###-###-#### I see the return agent in Idaho did credit $for the hotel night from 2/19/(the night of the breakdown)Due to the fuel fiissues you had before returning the 26’ truck, the added costs to your trip (including your lost apartment deposit), and the overall negative experience, we are authorizing a check for $to the address you provided I appreciate you taking the time to write to us, and giving us the chance to resolve this complaint to your satisfactionPenske does care about you as our customerAgain, I sincerely apologize for the unpleasant experience your family had this move Thank you for your time, Lindsey V [redacted] --on behalf of Amy W [redacted] and the Rental Support Group at Corporate
Dear [redacted] , We apologize for the $charge and have refunded the amount back to your card as of 7/14/I have attached a copy of your refundAgain we are very sorry for the troubles this has caused you and appreciate your patienceTake care!
Dear ** [redacted] , Penske Truck Leasing’s Corporate office received your Revdex.com complaint on 4/17/After reviewing all documentation it shows that we did a full refund of the rental in the amount of $We also sent a check in the amount of $on 3/7/to cover hotel and food costs that you would not have incurred if the truck had not had failure during your moveThe truck was also not returned filled with the fuel that it was given, and we waived that cost in the amount of $ 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 wellHowever, this would have been a cost that you would have incurred weather the truck had mechanical failure or notNot knowing where the confusion stemmed, Penske Truck Leasing on 4/24/wrote a check in the requested amount of $that is being mailed to the address that you have provided the Revdex.comWe are sorry for any confusion and Thank You for your business [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:To this date the full refund is not processed and we are still waiting for final refund Regards, [redacted]
[redacted] , We are sorry that truck you had reserved in advance was not ready when you had requestedDue to the circumstances, we feel you should be compensated for the problems you’ve encounteredWe would also like to offer $in addition to the $you have already receivedIf you could please respond with a valid address, we can have a check cut and sent to you Thank you for reaching out to us -Amy W***
We reserved a 12ft truck online for one day, pi@10amThe online order went thruWe called at 7am to see if we could get a truck early, nothing was available and were told to call backAfter 8am called back, no early truck was available but my 10am was in route to Peachtree Dunwoody, GA (great service from the employees inside) from Conyers,Ga????? Per the Consumer Development Manger/Genevieve A [redacted] I was at the store 15mins earlyGood because they has customers before meWell, 10am my truck was not there....the call center didn't know what happenedGiven a 16ft truck, more gasThis put me and my movers hours behind schedule and I had to extend the rental for another dayFirst and last time customers with Penske
I have reviewed the details of [redacted] 's complaint and his desired settlement. We apologize that the truck size reserved online was not available at the time of pick up. It is not mentioned on the website that customers... may be upgraded into a larger truck because Penske has measures set in place to assist with matters such as this. It is Penske's top priority to provide our customer's with a truck on time and to have it road ready. In the case that a twenty two foot truck is not available, Penske will upgrade our customers into a larger truck. It is our policy to never down size a customer. We understand that space is important and would never want to put a customer in a position where items would need to be left behind. I have addressed this matter with our representative who spoke with [redacted] . Penske records all incoming calls and the call has been reviewed. Our customer service advisers are instructed to inform our customers that once anything regarding a legal matter is mentioned, the call needs to be disconnected. We understand that [redacted] is uncomfortable driving a large truck. Our twenty six foot truck is built on the same frame as our twenty two. The box is slightly longer but the cab is identical. Both units are able to be driven in Metro Atlanta and there are no restrictions for one truck over the other. Penske values each and every customer, I am very sorry that we were unable to do business together.
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 pastI will make sure to follwith local management in [redacted] , MA I will check to see if a planned customer did not return their truck on time, leaving you short equipmentEither way, it would have been helpful and meaningful for someone to contact you beforehandWe never want to give a smaller truck to a customer and should only offer an upgrade, if necessaryI am very sorry that this put a large hiccup in your moving experience, due to the delay and some added travel timeThis is something we will address, so thank you for letting us knowI 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 cardPlease allow 3-business days due to bank processing timeWe do value your business and you are important to usYou will will find a receipt attached for your records Thank you for your time, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please pass on my great thanks for the fast response Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Once they heard my problem they were understanding and did the right thing Regards, [redacted]
Dear [redacted] , Thank you for writing to usI have followed up with Janelle from our Risk Managment department in regards to your claim fileAt this point, the claim is pending as we are still waiting on the police report documentThe Risk Management department was unable to get in touch with you as your phone number on file with them is either not in service or disconnectedI have forwarded her the phone numbers listed on the letter you sent as another way to get in touch with youOnce you have provided the police report to Janelle, we will be able to move ahead in the claims process and work on a resolutionThank you for your time, Amy W [redacted] -- Rental Support Group Penske Truck Rental
[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 $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
***, I spoke with Amy Welder regarding [redacted] She had no affiliation with this customer and I confirmed again that several of us spoke with this customer and rectified the issueI searched through our inboxes and Amy through hersWe could not find an email linked to this customerThese are generally sent to Amy Welder as you mentioned and she’ll handle it personally or delegate it to the team for anyone who’s available to handle itWe never leave these emails sit overnight and always handle them on the same day as we understand the time sensitivityIf you need anything else from me please let me knowThank you, Jeremy S
*Penske Central ReservationsRental Support Coordinator T:###-###-####F:###-###-####E: [redacted] GoPenske.comPensketruckrental.com [redacted] ***Reading, PA
Hello [redacted] , I would like to offer my apologies for the inconvience during your recent rental through PenskeWith the information you have provided I was able to see some of your past rentals and can tell you have used our services for quite some timeI can certainly understand the inconvenience and the frustration this may have posed considering our longstanding business relationshipDespite the incident I certainly look forward to your continued business and hope we can move forward from thisI was able to process your request for the refund in the amount of $and you receive it sometime next weekI must mention I was unable to process the refund remotely to your corporate credit card but we were able to issue a check and send it to the mailing address you have providedThe check will be shipped via FedEx and it should arrive in a few business daysShould you need any further information or further explanation regarding this you are more than welcome to contact us at ###-###-####We are in the office days a week from 7am - 1am EST Thank you again for your time and your businessWe look forward to working with you in a future Sincerely, [redacted]
[redacted] , We have made the decision that we will no longer be doing business with your company [redacted] due to payment issues we have mentioned previously as well as the free days that had been added to quite a few of your contracts for unverified truck problems At this time it is our decision not to continue business with you Thank you for your time [redacted] Penske Supervisor - Central Reservations
Mr [redacted] purchased this truck from Penske on May 1, in accordance to the terms of the Bill of Sale with terms of with a month extended engine warranty through National truck ProtectionOn multiple occasions, Penske has already deviated from these terms and made repairs requested by Mr [redacted] At this point, we have asked Mr [redacted] to provide photos of the rusted window so we can determine if we are able to assist or notPenske will not be assisting any further for other requests
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me After speaking with Penske Truck rental it appears that the mix up was on their end and not due to any fault on [redacted] ***'s behalfI would therefore like to drop my complaint against this company Regards, [redacted]
Dear [redacted] , I am very sorry to read about the problems you experienced on the roadI can very well understand why you would be upset over what happened; and most importantly, the safety concerns for your family being stranded in the middle of the nightI will be reaching out to the 24/ Roadside Assistance supervisors so they can review the phone calls and logs for coaching purposesTo start a claim for furniture damages from the load swap into the new truck, you would also want to contact Risk Management at phone # ###-###-#### I see the return agent in Idaho did credit $for the hotel night from 2/19/(the night of the breakdown)Due to the fuel fiissues you had before returning the 26’ truck, the added costs to your trip (including your lost apartment deposit), and the overall negative experience, we are authorizing a check for $to the address you provided I appreciate you taking the time to write to us, and giving us the chance to resolve this complaint to your satisfactionPenske does care about you as our customerAgain, I sincerely apologize for the unpleasant experience your family had this move Thank you for your time, Lindsey V [redacted] --on behalf of Amy W [redacted] and the Rental Support Group at Corporate
Dear [redacted] , We apologize for the $charge and have refunded the amount back to your card as of 7/14/I have attached a copy of your refundAgain we are very sorry for the troubles this has caused you and appreciate your patienceTake care!
Dear ** [redacted] , Penske Truck Leasing’s Corporate office received your Revdex.com complaint on 4/17/After reviewing all documentation it shows that we did a full refund of the rental in the amount of $We also sent a check in the amount of $on 3/7/to cover hotel and food costs that you would not have incurred if the truck had not had failure during your moveThe truck was also not returned filled with the fuel that it was given, and we waived that cost in the amount of $ 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 wellHowever, this would have been a cost that you would have incurred weather the truck had mechanical failure or notNot knowing where the confusion stemmed, Penske Truck Leasing on 4/24/wrote a check in the requested amount of $that is being mailed to the address that you have provided the Revdex.comWe are sorry for any confusion and Thank You for your business [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:To this date the full refund is not processed and we are still waiting for final refund Regards, [redacted]
[redacted] , We are sorry that truck you had reserved in advance was not ready when you had requestedDue to the circumstances, we feel you should be compensated for the problems you’ve encounteredWe would also like to offer $in addition to the $you have already receivedIf you could please respond with a valid address, we can have a check cut and sent to you Thank you for reaching out to us -Amy W***
We reserved a 12ft truck online for one day, pi@10amThe online order went thruWe called at 7am to see if we could get a truck early, nothing was available and were told to call backAfter 8am called back, no early truck was available but my 10am was in route to Peachtree Dunwoody, GA (great service from the employees inside) from Conyers,Ga????? Per the Consumer Development Manger/Genevieve A [redacted] I was at the store 15mins earlyGood because they has customers before meWell, 10am my truck was not there....the call center didn't know what happenedGiven a 16ft truck, more gasThis put me and my movers hours behind schedule and I had to extend the rental for another dayFirst and last time customers with Penske
I have reviewed the details of [redacted] 's complaint and his desired settlement. We apologize that the truck size reserved online was not available at the time of pick up. It is not mentioned on the website that customers... may be upgraded into a larger truck because Penske has measures set in place to assist with matters such as this. It is Penske's top priority to provide our customer's with a truck on time and to have it road ready. In the case that a twenty two foot truck is not available, Penske will upgrade our customers into a larger truck. It is our policy to never down size a customer. We understand that space is important and would never want to put a customer in a position where items would need to be left behind. I have addressed this matter with our representative who spoke with [redacted] . Penske records all incoming calls and the call has been reviewed. Our customer service advisers are instructed to inform our customers that once anything regarding a legal matter is mentioned, the call needs to be disconnected. We understand that [redacted] is uncomfortable driving a large truck. Our twenty six foot truck is built on the same frame as our twenty two. The box is slightly longer but the cab is identical. Both units are able to be driven in Metro Atlanta and there are no restrictions for one truck over the other. Penske values each and every customer, I am very sorry that we were unable to do business together.
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 pastI will make sure to follwith local management in [redacted] , MA I will check to see if a planned customer did not return their truck on time, leaving you short equipmentEither way, it would have been helpful and meaningful for someone to contact you beforehandWe never want to give a smaller truck to a customer and should only offer an upgrade, if necessaryI am very sorry that this put a large hiccup in your moving experience, due to the delay and some added travel timeThis is something we will address, so thank you for letting us knowI 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 cardPlease allow 3-business days due to bank processing timeWe do value your business and you are important to usYou will will find a receipt attached for your records Thank you for your time, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please pass on my great thanks for the fast response Regards, [redacted] ***