Dear [redacted] , On behalf of Penske I would like to apologize for the inconvenience you experienced during your rentalWe would like to thank you for giving us the opportunity to resolve this particular issueA refund has been processed in the requested amount as of 6/13/Again we are very sorry for troubles on the road and we appreciate the feedback Sincerely [redacted] Penske Truck Rental
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [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: I have never received a voice mail from Penske I have recently (days ago I think) spoken with a representative from Penske (possibly his name was Justin) who apologized and offered me a free future rental I wasn't looking for something for free and I will certainly never use Penske again What I wanted was an explanation as to how did this happen and how is it that Penske blatently advertises falsely which Juston did his best to provide Thank you Regards, [redacted]
[redacted] , We reviewed your complaint and see that you had scheduled a local round trip reservation on-line with our company The reservation was cancelled and rebooked as a one-way move dropping off at a different location Local trips are booked at a per day / per mile rate where one way moves are a flat rate with unlimited mileage We would like to apologize for the confusion with the explanation of this process and refund the difference between your original quote and the rental you picked up We have refunded $to the card that you used at pick up Please allow 7-business days for the refund to be processed Thank you for bringing this to our attention, [redacted] Penske Supervisor—Central Reservations
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am very happy with Penske's response and would like to thank the Revdex.com and Penske for rectifying the situationI will have no hesitation to use Penske Rentals again in the future.Regards, [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, *** [redacted] Penske Supervisor - Central Reservations
[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 We understand that you are not satisfied with the experience you had in our truck We see that you are requesting 100% of your rental costs refunded, however, since we could not find a problem with the truck we are willing to refund 50% of your rental costs back you We have refunded $back to your credit card If there is anything else we can help you with please feel free to contact us, Laura S [redacted] Penske Supervisor - Central Reservations
I spoke with our remarketing group and am being told an agreement is being negotiated with the customer and the offical response is currently in our legal departmentWe hope to have a response to the customer shortly
[redacted] , Thank you for bringing this to our attention Your experience was inappropriate and we have contacted the Rental Manager about the agent location: [redacted] Group located at [redacted] , FL The manager who oversees the agents in that location is [redacted] *** We have asked him to contact you directly as soon as possible He will be back in the office on 7/14, his office number is ###-###-#### We will make sure proper action is taken and we thank you for taking the time to inform us about the phone call you received If there is anything we can do for you please let us know Thank you, [redacted] Penske Supervisor - Central Reservations
***, We tried to call you on 8/but we did not get an answer We left a voice mail and we have not heard back from you We are trying you again today if we still cannot reach you, you can reach us at ###-###-#### Thank you, Laura S [redacted] Penske Supervisor - Central Reservations
Hello ***, I am very sorry to hear about the issues you encountered with your recent reservation and I would be happy to call you as requestedI want look over your reservation a little more in depth and I will reach out to you later todayThank you for taking the time to reach out to us and I look forward to speaking with you
Dear ***, I am very sorry about the frustration you experienced during this rental due to the vehicle typeAs of 2014, Penske has only gas 26' trucks totalWe have these to test on a trial basis for maintenance and fuel economyThe MPG should be comparable to the diesel trucks - according to the past tests doneI 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 officeYou had stated you planned on the diesel truck and were looking forward to itSince this was the case, they should have tried to find another vehicle for you insteadIt 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 teamI 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,The system will only allow one part of the refund to be put on a credit card (the one used at the chefor the late days)That amount is $I have attached a copy of this refundPlease allow 3-business daysThe 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
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I would like to reiterate that there were no FREE miles provided All mileage was paid for, even if at a reduced rate based on the fact that we had to make double the tripsThank you Regards, [redacted] -***
Hello, After reviewing the issues at hand and addressing with the appropriate parties, we have found that this issue has been handled by Nicholas, the Branch Rental Manager at our Elk Grove Village, IL officeWe are told that the customer has Nick's contact information, and can reach out to him directly if he has any further concerns or questions Thank you, Amy W***
[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:Claim is still pendingThe police emailed me a copy of the reportIt has been faxed to JanelleSend me a check so we can finalize this matter Regards, [redacted]
Good afternoon, 11pt"> We reached out and have spoken to [redacted] today to address his concerns with this unit We told [redacted] that while we did not have a formal agreement on price, we would be happy to honor the price that he had received originally However, unfortunately another customer has committed to purchasing this unit in the meantime, but if we are able to find that customer another truck, we would be happy to honor our original deal with [redacted] We would also be more than happy to find him a comparable truck, and to offer him a similar discount as well on that [redacted] informed us that he would give it some thought, and would let us know Thank you, Matthew I*** Penske Vehicle Remarketing
Dear [redacted] , On behalf of Penske I would like to apologize for the inconvenience you experienced during your rentalWe would like to thank you for giving us the opportunity to resolve this particular issueA refund has been processed in the requested amount as of 6/13/Again we are very sorry for troubles on the road and we appreciate the feedback Sincerely [redacted] Penske Truck Rental
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [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: I have never received a voice mail from Penske I have recently (days ago I think) spoken with a representative from Penske (possibly his name was Justin) who apologized and offered me a free future rental I wasn't looking for something for free and I will certainly never use Penske again What I wanted was an explanation as to how did this happen and how is it that Penske blatently advertises falsely which Juston did his best to provide Thank you Regards, [redacted]
[redacted] , We reviewed your complaint and see that you had scheduled a local round trip reservation on-line with our company The reservation was cancelled and rebooked as a one-way move dropping off at a different location Local trips are booked at a per day / per mile rate where one way moves are a flat rate with unlimited mileage We would like to apologize for the confusion with the explanation of this process and refund the difference between your original quote and the rental you picked up We have refunded $to the card that you used at pick up Please allow 7-business days for the refund to be processed Thank you for bringing this to our attention, [redacted] Penske Supervisor—Central Reservations
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am very happy with Penske's response and would like to thank the Revdex.com and Penske for rectifying the situationI will have no hesitation to use Penske Rentals again in the future.Regards, [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, *** [redacted] Penske Supervisor - Central Reservations
[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 We understand that you are not satisfied with the experience you had in our truck We see that you are requesting 100% of your rental costs refunded, however, since we could not find a problem with the truck we are willing to refund 50% of your rental costs back you We have refunded $back to your credit card If there is anything else we can help you with please feel free to contact us, Laura S [redacted] Penske Supervisor - Central Reservations
I spoke with our remarketing group and am being told an agreement is being negotiated with the customer and the offical response is currently in our legal departmentWe hope to have a response to the customer shortly
[redacted] , Thank you for bringing this to our attention Your experience was inappropriate and we have contacted the Rental Manager about the agent location: [redacted] Group located at [redacted] , FL The manager who oversees the agents in that location is [redacted] *** We have asked him to contact you directly as soon as possible He will be back in the office on 7/14, his office number is ###-###-#### We will make sure proper action is taken and we thank you for taking the time to inform us about the phone call you received If there is anything we can do for you please let us know Thank you, [redacted] Penske Supervisor - Central Reservations
***, We tried to call you on 8/but we did not get an answer We left a voice mail and we have not heard back from you We are trying you again today if we still cannot reach you, you can reach us at ###-###-#### Thank you, Laura S [redacted] Penske Supervisor - Central Reservations
Hello ***, I am very sorry to hear about the issues you encountered with your recent reservation and I would be happy to call you as requestedI want look over your reservation a little more in depth and I will reach out to you later todayThank you for taking the time to reach out to us and I look forward to speaking with you
Dear ***, I am very sorry about the frustration you experienced during this rental due to the vehicle typeAs of 2014, Penske has only gas 26' trucks totalWe have these to test on a trial basis for maintenance and fuel economyThe MPG should be comparable to the diesel trucks - according to the past tests doneI 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 officeYou had stated you planned on the diesel truck and were looking forward to itSince this was the case, they should have tried to find another vehicle for you insteadIt 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 teamI 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,The system will only allow one part of the refund to be put on a credit card (the one used at the chefor the late days)That amount is $I have attached a copy of this refundPlease allow 3-business daysThe 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
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I would like to reiterate that there were no FREE miles provided All mileage was paid for, even if at a reduced rate based on the fact that we had to make double the tripsThank you Regards, [redacted] -***
Hello, After reviewing the issues at hand and addressing with the appropriate parties, we have found that this issue has been handled by Nicholas, the Branch Rental Manager at our Elk Grove Village, IL officeWe are told that the customer has Nick's contact information, and can reach out to him directly if he has any further concerns or questions Thank you, Amy W***
[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:Claim is still pendingThe police emailed me a copy of the reportIt has been faxed to JanelleSend me a check so we can finalize this matter Regards, [redacted]
Good afternoon, 11pt"> We reached out and have spoken to [redacted] today to address his concerns with this unit We told [redacted] that while we did not have a formal agreement on price, we would be happy to honor the price that he had received originally However, unfortunately another customer has committed to purchasing this unit in the meantime, but if we are able to find that customer another truck, we would be happy to honor our original deal with [redacted] We would also be more than happy to find him a comparable truck, and to offer him a similar discount as well on that [redacted] informed us that he would give it some thought, and would let us know Thank you, Matthew I*** Penske Vehicle Remarketing