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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a moving truck from them, during the course of driving to another state, I encountered two PAY BY PLATE toll booths, in which there was no option to pay the toll besides just driving through or having an ** pass, which I did not at the time. Penske decided it was ok to charge me a 25 dollar fee for paying these tolls for me. this is clearly a deceitful tactic to scam more money out of customers as they are obviously aware that toll booth operators are a thing of the past. most customers are going to have to drive through a toll at some point and Penske can hide a 25 dollar service fee in the agreement for simply paying a bill. something that takes them 10 seconds. its clear they understand that toll booth operators and paying in cash is from a bygone time and they simply included a sneaky charge their agreement to exploit this fact. the list of companies that are being sued for these tactics is growing by the day as consumers and attorney generals are starting to catch on to this fee hiding. I would gladly be part of any lawsuit that you would like to bring against them if the service charge is not refunded back to me. Please feel free to reach out and put my name down to testify against this company when the attorney general in their district starts working on the inevitable class action lawsuit.

  Business response

  08/30/2023

  Hello **************, I'm sorry for any inconvenience this has caused. The $25.00 processing fee is what we as a company are charged due to the tolls not being paid via ** pass or at the toll locations.  As clearly stated on the contract "Customer shall be responsible for all tolls incurred in the operation of the Vehicle, whether or not the provided transponder is used."

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/7/23, I purchased a truck from Penske truck leasing, at their Melrose IL location. On 7/11/23 I was notified that the truck was ready for pickup. The truck was picked up on 7/19/23, few hours into the drive, the driver noticed that the fuel tank was leaking out fuel, the check engine light was on the dashboard. I immediately notified Penske about the problem. They did not respond until the next day and told me that they were looking for a shop in the area to check the truck out. I was asked to drop the truck off at the mechanic shop. It has been four weeks with no communication or estimated time to get the truck back. I have been paying for hotel and food for the driver for three weeks with no communication of when to pick up the truck. Penske has stopped responding to my emails and calls and as of today's date I have not gotten the truck or any information on when to pick up. I have asked to terminate the contract as I was lied to, Penske stated that the truck was in good working condition and it was not. Truck could not past DOT inspection because of all the issues that was found.

  Business response

  08/29/2023

  Penske takes all customer concerns seriously and works to provide a quality experience to all buyers. In receiving the complaint, Penske has contacted the buyer and were currently working on a resolution. We are awaiting additional information from the buyer but are confident we will be able to settle this matter. We are sorry for the buyer's experience and will continue to work to improve the buying experience for all our customers.
  
  Regards,
  
  ***************************

  Penske

  Customer response

  09/09/2023

  Hello, the company has not resolved the issue yet. I was contacted and sent documents that they needed but have not gotten a response yet from the company. 

• 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

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the last several days I have received 5 spam calls from ************ (the company's number), with no intelligible message left. Any company that purchases spammed call lists is not a reputable company. I have not requested any services from this company.

  Business response

  09/07/2023

  *****************,
  
  Penske has been made aware of this situation and has since removed your phone number from our contact list. We extend our sincere apologies for any inconvenience this may have caused. 
  
  Regards,
  *************************
  Rental Support Coordinator

• 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:

  Product Issues

  Status:

  Answered

  More info

  I rent trucks from Penske for my company (**************), there have been a few instances of billing errors. -Truck (unit ******) rented on 6/22/23 and returned 6/23/23 - the truck was returned with a full fuel tank and recorded as full on the receipt. On 7/5/23 Penske generated an invoice for 7.5 gallons of fuel for this truck. I called to dispute this charge when the bill was received on 7/12/23 - Penske discovered that they incorrectly billed 43 miles on this rental and processed a refund for it, but said we were still responsible for the fuel charge. -2 Trucks (unit ****** and ******) rented on 7/10/23 and returned 7/11/23 - ****** was returned with a full tank, the Penske rep dismissed my driver when returning the truck claiming they did not have time to check them out. The fuel level was recorded as 14/16 at the return. I was charged for 10 gallons. I called to dispute this on 7/11/23. Penske agreed to process a refund of $41.62 of the $75.70 charge. They confirmed in writing on 7/12/2023 that there would not be any additional fuel charges for this unit. On 7/19/23 Penske generated an invoice for this fuel for $64.54. They said this would be credited back, but have not confirmed it. On this invoice, Penske also billed $126.53 for fuel from 7/6/23 for unit ******. On 7/24/23 Penske admitted this does not belong to us and said a credit is required, but is not confirmed. On 7/19/23 a separate invoice was generated for unit ****** for a missing fuel cap - these caps are chained to the truck and there was no way it was returned without. On 7/24/23 I requested Penske to provide supporting documentation to show this is my responsibility - they sent a check out report with a photo that does not show the truck unit number. I have followed up on this via email on 7/24-7/27/23 and have not heard back. They have a track record of billing mistakes and this bill for the fuel cap is erroneous. I'd appreciate some help with this fuel cap invoice for $231.58.

  Customer response

  09/06/2023

  Hi, 

  We have heard back from Penske, and it's almost resolved. We are waiting for them to mail a refund check. Thank you.

  Business response

  09/11/2023

  Hello,

  We are happy to hear this is nearly resolved. Please let us know if there is anything we can do to be further assistance. 

  **************

  *** ***** 

• 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.

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