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

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rental Agreement Number *********. Amount - $188.42 I have made multiple, multiple attempts to contact people at the Birmingham, Alabama office regarding an issue I had with renting a Penske Truck from **** ***** on ********* ********* on April 9, 2023. I requested a specific type, and it was not available, and I agreed to accept a larger, more expensive truck. Unfortunately, I paid for the rental before I did the inspection and regrettably I did so with a debit card instead of a credit card. During the inspection, the **** ***** clerk ******** was unable to open the roll up door. This truck was not going to work, and I went with her into the store to cancel the Penske vehicle. ******** made several attempts to contact Penske but was unable to with it being Sunday. She gave me a telephone number to contact Penske the next day. Her coworker ***** witnessed the transaction. I spoke with ***** and was informed the charge would not be processed. It did. After communicating with ******* ******, I was informed that a refund would be processed in two or three business days. I have yet to see that refund. I again have made several attempts to Penske to try to determine if maybe a missed a posting to my account or a refund check. Still no answers. I did not enter the Penske vehicle let alone drive it.

  Customer response

  08/22/2023

  Hello,

  My refund arrived today from Penske via *****.

  Thank you. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Penske advertised a truck as a Tier 1 condition level. However it was far from the truth. We have had issues with the truck since our drive home from the dealership. We have lost a tremendous amount of money on repairs, insurance and car payments. Penske provided the bare minimum assistance in the beginning. However, when we found out there were still underlying issues we reached out for assistance again. Due to us not being able to bring the truck in to a specific repair shop during the time period they requested, they refused to assist us furthermore. We have reached out several times for mediation with no success. The bank that financed the truck has also seen the chaos that this purchase ensued. They have to been trying to get Penske to mediate with us. Penske has completely denied any responsibility.

  Business response

  08/16/2023

  Penske appreciates feedback and works to deliver a quality experience to all buyers. **. and *************** have been in contact with Penske previously with concerns after purchasing their used truck. After researching the situation, it was determined that the expenses and repairs fall within normal course of business operations due to the truck operator not handling routine pre-inspections, which caused major damage. We are sorry for the buyer's experience and will continue to work to improve the buying experience for all our customers.
  
  Regards,
  ***************************
  Penske
  Manager Remarketing Customer Service
  T: ************
  F: ************
  E: ***********************************************
  ******************************
  *******, ** *****

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company was approved for purchase 6/27/23 we selected a unit that was advertised as a level one unit, penske states that level one units exceeds dot standards and have passed pre-sale inspections, which indicates to the average competent consumer that this unit is ready to go, yet they gave us an estimated 4-6 weeks for delivery, they asked for the deposit and stated the unit is being take to the shop. A pick up date of 7/17 was given. Now, after this point there was little to no contact directly with penske, just the individuals at premier financing who also kept reiterating that the pick up dat was 7/17. We requested the link for the down payment multiple time, I made the flight and room arrangements an took off work in advance so I wouldn't have any issues getting the days off. 7/17 comes around and we were told by the finance company that they don't understand why no one from penske didn't contact us and inform us that truck was still in shop, this is 7/17, needless to say I didn't take my flight. We finally reached penske and were told tentative day of pick up 7/28. After attempting to find out what the issue was with the unit, we were told this unit was in fact a level 3 (one that has not been inspected and may that need more significant repairs that 1 or 2), we were also informed that the vehicle just left for service last week, it had been sitting the whole time. We were then told parts needed to be ordered and it had body damage (which wasn't show in any of the previous pics) that would add an additional 3 weeks on top of the now tentative 8/9 delivery date. I feel robbed due to deceptive practices, out $ is gone and we are losing $ daily. This is supposed to be a joyful time starting a new business yet we may lose everything. The stress of this is so overwhelming and everything is still "tentative" with no concrete answers....I'm lost

  Business response

  08/11/2023

  Penske is sorry to learn of this complaint as we strive to satisfy every customer by providing excellent service. We take each matter seriously and conduct detailed review upon receipt of each complaint. ******* ******* has been notified that her unit is now ready for pick-up, and the unit will be released once payment is received. Penske has attempted to reach out to ******* on ensuring her complete satisfaction with any outstanding concerns. 

  Customer response

  08/14/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Last Sunday we gave confirmation to fund yet today the lender funded, we don't have a pick up date so in fact the unit is not ready for pick up these delays have cost us thousands of dollars, I will note a remedy is in the works but as of today we are still possibly looking at another week before pick up which takes us over 2 months 
  
  Regards,
  
  ******** *******  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I were returning home from dropping a rental car off up the street. At approximately 9:00am we were about to make a left turn on our street, but could not because there was a big yellow Pensky 24-26 Flatbed Truck trying to turn about on our very narrow cul de sac street. The ******* American driver appeared to be having difficulty and there was a ********* person with him standing outside of the truck trying to direct him on how to maneuver the truck. The driver hit our street's tall lamp post. The impact of the hit now has the lamp post leaning. The company needs to repair this. I was unable to retrieve the DOT number for the truck. However, I was able to obtain the truck's tag info that was on the rear of the truck: MD Tag #*** ****. I also recognized a very small ************ sign on the truck .

  Business response

  08/10/2023

  Per the tag this unit is not currently in our fleet. Best guess is this is a used Penske truck purchased by the ********** or one of their contractors.  Reaching out to ********** may provide resolution.
  
  Thank you.

  Customer response

  08/11/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have reached out to ********** and await a response.
  
  Regards,
  
  **********
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a truck on july 9, 2023. Contract #********. I returned it on the 10th with 1/4 tank of gas. Same amount as it had when picked up. I was later charged $218.88 for 20.6 gallons of gas and tax. The inspection report given to me was from 6-22-23. Over 2 weeks before i rented it. I have a photo of it. I was told it should have been inspected that day and it wasnt. Refund me the $218.88.

  Business response

  07/12/2023

  We credited the fuel charge.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rented a 26' Penske Truck in Centerville, Utah and picked up on May 29th (3 hour delay in picking up as Trailor wasn't there). Movers successfully loaded the truck and my son and husband drove the truck to Naples, Florida. One tire blow-out that was successfully fixed within a few hours, so no complaints there. When the movers were unloading the truck on June 4th the last two rows of our boxes and items were wet, with many boxes completely soaked through and the items inside destroyed. I called Penske and they said they filed a complaint, gave me a persons contact info (left numerous messages and emailed **** ********** with no response) and to let them know when we drop the truck off, which we did. We proceeded to finish unloading the truck and discovered that the truck had likely leaked previously as there was caulking at the top of the truck, with portions of the caulking missing. This lack of due diligence when checking out a truck cost us thousands of dollars in ruined and damaged items. Reservation # ******** (booked December 30, 2022) paid $4,067.77 (we did get the extra insurance on our items, but that shouldn't be a factor here as the truck was unknowingly damaged before we rented it) After not receiving any response from **** **********, I called and got a new claim opened (Claim # ************) as I'm not sure my first claim was even filed. **** ****** followed up on June 12th. I sent her pictures and additional information on the damages that same day with follow-up emails on June 21, June 26 and July 2nd with no response. The damage extended along the entire front of the truck and all boxes in the first two rows contained water damage as the water soaked from the top of the truck on both sides all the way down to the floor and soaked the bottom of all boxes in the first two rows. Among the damaged items were dozens of childhood books, cookbooks, my baby book written by my mom who passed away 15 years ago, some family photos, our air fryer, mixer, additional kitchen items and multiple boxes of our children's clothing (some we were able to wash and they are fine).

  Business response

  07/18/2023

  I spoke with *****, and we talked about her experience.
  
  She ran into many issues with the Cargo Box of the truck being damaged. I gave her a $400 Refund for her inconveniences and directed her to the claims department so that she can issue a claim regarding her personal belongings.
  
  I also assured her that she can call me at any time if she needs more assistance.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $2500.00 deposit was given to Penske and I closed my account and I desire my remaining balance refunded. It's been 3 months and I still have not received refund.*************************** Assistant Rental Manager T: ************** E: ************************@penske.com Penske Truck Rental *******************Morrisville, NC***********

  Business response

  07/21/2023

  I have sent another email to the district for a solution.

  Thank you 

  ******* 

  Rental Support 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a level 1 truck, waited 3 months instead of 1. Vehicle failed inspection did not meet delivery conditions. Truck has about 17,000 in estimated repairs left to be mad on the vehicle. Penske does not want to cover these issues although presented within a timely considering they had me leaving the truck at several shops for several weeks and i notified them of issues that are not being repaired. They made me pay for an estimate just to not cover these repairs. I have more pictures and videos they will not let me upload. they back out of repairs last minute and left me with this 17000 bill to repair this truck.

  Business response

  07/10/2023

  At Penske we strive to deliver a great product and buying experience for every customer. After being notified of ****************** experience, Penske attempted to contact the buyer directly. We have been unable to get in contact with the buyer via phone, but are continuing attempts. During this process, we are taking all details into consideration while identifying next steps. We have re-reviewed the estimate and are hoping to provide a resolution shortly, that is agreeable to both parties. Penske is sorry to hear about ***************** experience and are hopeful we will be able to provide support and turn the experience around. 

• Initial Complaint

  06/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a 26 foot box truck from Penske on 6/21 for business . I have a trucking company and I needed a bigger size truck for a big job. Without any freight on the truck the speed won’t excel rate pass 55mph going up a hill nor will the speed pass 65mph on a flat road. This issue with this is that on some highways minimum speed is 60 mph and the max is 75 mph maybe even could be 80 mph on different highways. I’ve gotten two warnings from two separate officers in Oklahoma, New Mexico. I’m spending more money on diesel fuel and def(diesel exhaust fuel). It’s a road hazard, plus it caused me to be late for my delivery. I called Penske roadside assistance about this issue after the officers warning that I was driving under the minimum speed required. A service guy was dispatched out he said that it was a governor on the truck which keeps the speed a set speed and that he didn’t see anything else wrong with the truck besides that . So I spoke back with Penske road side assistance and I ask was it a governor on this truck that’s causing the issue and he said that Penske and ***** does put speed governor on the vehicle due too insurance liability. I was never informed that a speed governor was on this vehicle at the time of rental nor does it states in my contract that this truck only goes a set speed . If so I wont have rented this truck. I’ve lost time, money and possibly my life trying to drive a truck I have no control over the speed. I might have to pick up speed to move out of the way of another speeding vehicle and I won’t be able to. Penske is putting a lot of innocent people lives in danger

  Business response

  06/30/2023

  Good afternoon ************************,

  Thank you for bringing this to our attention.

  I would like to assist with this matter; however, I would need some information.

  Would you happen to know the reservation number or the number associated with the rental?

  If you could please provide this information then I would be able to see what I can do to assist with this matter.

  Thank you.

  Customer response

  07/06/2023

  My rental agreement # ********
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am exercising my right to file a formal complaint with your office prior to my filing of a civil action against this company. My complaint alleges deceptive trade practices, breach of contract and bad faith and stems from water damage to property directing resulting from PENSKE's gross negligence in failing to properly maintain their vehicles and repair a pre-existing leak in a rental truck. As a result I incurred a personal property loss totaling $20, 500.00. PENSKE and their adjustor's came in with an absolute low-ball offer made in bad faith and refuse to take responsibility for property loss as a direct result of their negligence and breach of contract. Despite the fact that PENSKE is aware that I come from a long history in insurance litigation, they continue to conduct themselves in an unethical and bad faith manner and refuse to replace goods destroyed due to their negligence. Upon reading the other complaints here I see it is apparently their way of doing business to defraud and cheat their customers and then expect their customers to incur the expenses for losses resulting from their failure to properly maintain their vehicles. Added points, I am dealing with their bad faith and deceptive business practices at a time when I am dealing with my mother just having a stroke, and I documented all the damages beyond any doubt of their liability, they destroyed one of the most revered jazz music collections in this country, one that has been mentioned in the industry and media several times over and was the source for the compilation of a 13 volume jazz discography library series published worldwide. PENSKE cares less they'd destroy the world if it meant a profit. Let's see what a jury thinks of my lawsuit seeking actual and punitive damages of no less than $250,000.00.

  Customer response

  07/27/2023

  This matter has been resolved

  thank you

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