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

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We rented a Penske Truck to move from CA to IN. We saw a listing of Penske Truck Damages and costs that seemed reasonable, so we opted out of getting their insurance. As we were crossing the CA to NV state line, we hit a Doe. We quickly pulled off to check for damages. We found damage on the front bumper, but no where else. We had four adults check the Penske truck out for damages, even crawled under the truck to check the underside, but only found damage to the bumper. So we continued on for the remaining 2,000+ miles. (No leaking Radiator, No problems with the A/C, no problems with the steering). When we returned the truck on 1/28(5 days after the incident) the Penske Truck associate that checked us in even mentioned how lucky we were that there was only damage to the front Bumper. We called our insurance, but they would not cover it. *** reached out to provide us our bill of $10,357.99. This bill was for a damaged bumper, radiator, A/C, steering gear and front crossmember. We feel this is HIGHLY unreasonable. They claim that a front bumper costs $627, but we are being charged $1820 for the bumper and $320 + $135 for the brackets. We feel we are being taken advantage of and charged for items not related to our incident. We understand being charged for the bumper and brackets and the labor for those 3 replacements, at their advertised costs, but we do not feel like we should be charged for the additional items or labor attached. 

  Business response

  04/15/2022

  March 24, 2022 
  Dear *** *****, 
  I am writing in response to the complaint submitted by ********* *****. Please see the details below. 
  1/20/22 ********* ***** picked up rental truck number ******* from a Penske Truck Leasing rental agent in Riverbank, CA. 1/28/22 the truck was checked in with new damage to a Penske Truck Leasing agent in Kokomo, IN, We cannot confirm or deny *** *****'s claim that the agent told her it was only bumper damage. If the agent did say this, he did so with no knowledge of the true extent of the damage to the truck. *** ***** also shared the choice to decline the offered limited damage waiver was based on seeing the estimated cost of parts. This does exist however it is truly an estimate and the impact of Covid on all industries has proved that parts costs have risen. CEI is our repair management and accident damage recovery vendor. 3/1/22 - 3/3/22 CEI contacted *** ***** to discuss the damages based on an estimate which included radiator damage along with loss of use and diminished value. *** ***** questioned the amount and extent of damage. An updated demand was sent based on cost to repair which *** ***** expressed she feels it is too high and includes repairs they were not told would be included when they dropped the truck off. 3/18/22 the BBB complaint makes its way to the Insurance Risk Management department to research and respond. In order to resolve this amicably, we took into consideration the discussion at drop off relating to the extent of the damage. We removed any repairs other than parts and labor associated to the bumper and brackets coming to a new total of $2,727. 3/23/22 *** ***** was contacted by liability examiner ***** ***** to discuss the new amount which *** ***** agreed to. *** was contacted to make them aware of the agreement and for them to send an updated demand which *** ***** will issue payment for. 
  Please feel free to contact me should you have any questions or require additional information, 
  Sincerely, 
  Jennifer W******

  Penske Manager of Liability Claims 

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Penske need to reimburse me for the total amount I paid for my moving expenses 367.20 in addition to what I paid for the truck rental 49.48. From start, when I arrived at the first location for the truck pickup, staff looked confused about why I was there, they didn't have the keys nor the truck that I was scheduled to pick up in advance. I was on a tight deadline, this was move day, and I had movers arriving at a certain time. Because of the incompetence ie no key or truck, I called customer service and they were dismissive, rude, and didn't really want to help. I had to insist that she help. I was frantically trying to figure out what the next steps was because I was on a deadline and I already wasted close to an hour at this point. The rude customer service representative finally informed me that a manager arranged for me to pickup at a different location. She recommended that I talk to this person and provided her number. When I called this person I was livid and wanted a full refund, as I was rushing, stressed, pressed for time, late to meet the movers, and knew that I potentially would have to pay the movers more money because I was late at this point. This manager refused to give me a full refund, she was dismissive, racist, she said this is not her fault because she is not the one that took my original rental, and offered a minimal discount. I felt extremely disrespected. I waisted gas, time, and money when I went to a different location to pick up the truck rental. At this point it was pass the hour mark. When I arrived at the new pickup location and was serviced that was more time waisted so at this point it was close to 2 hours waisted. I finally got home to meet the movers and at this point I was exhausted, stressed, and had no time as they arrived a few minutes after I arrived. I had no time to do some things I needed to do that was planned before they arrived. I contacted Lashon and informed him of this. He lied and stated he would help, but didn't.

  Business response

  04/12/2022

  We do apologize for the issues you had with our Company and your Rental. That is not the proper way to handle this situation. After review of your Rental, I did show that we have refunded the full amount of the rental to your card on 9/11/2021 in the amount of $151.91 and another refund on 4/23/2021 in the amount of $49.48. I have also sent this complaint to the Consumer Department Manager out of the area that the innocent occurred his name is *************************. If you have any further questions, please let me know.
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 10 2022 I put a $500 deposit down on a used truck that penske had for sale online. A week later I was sent a email saying that the truck I was supposed to purchase is still being rented out by penske and a customer currently is driving it. If the truck is for sale and I put down a deposit then why is it being rented out. I would like my deposit back because the truck will now have different mileage than I agreed to.

  Business response

  03/08/2022

  
  There was an internal miscommunication as to the location of the vehicle that ********************* is purchasing. This obviously caused concern for ****************. We identified the location and the sale is underway. Penske completed the inspection, we have received payment from **************** and the title paperwork is being processed. We are sorry for the inconveniences this has caused.
  
  Very  Respectfully,
  
  Lizz Y********
  Rental Support Coordinator

  Customer response

  03/08/2022

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  02/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 19, 2021, Penske Truck Leasing CO, LP made an unauthorized charge to my Credit Union credit card $10,951.25. Penske Truck Leasing CO, LP provided truck rental service to ********************* LLC which I'm not owner or part of this company. I made a one-time payment on its behalf, to Penske Truck Leasing CO, LP which was given a one-time verbal authorization October 17, 2021, for $3,689.67 to pay the account of ********************* LLC, it was stated that this card was not to be saved for future payment which Manager Trainee *********************** acknowledge they wouldn't save it. My credit card was saved unknowingly to me and was used again this time without any authorization to pay the account of ********************* LLC. I, reached out again to Penske Trucking CO, LP several times only to be told on December 9, 2021, by ***************************, that he would speak with his supervisor and get back with me. December 15, 2021, tried contacting *************************** who said he had to speak to the finance department and would get back with me. December 24, 2021, I, finally contacted *************************** who stated he no-longer was handling the account, the matter of the account had been transferred to another manager named ****** who also stated that he was waiting on a response from corporate finance department. December 28, 2021, someone name *** stated ****** was not available and that he didn't have any information from the finance department; the only thing he could suggest I go after ********************* LLC nothing they could do. Rental Agreement #:******** COMMERCIAL LOCAL CUSTOMER INFORMATION Acct: ******** - ***************************************** LLC

  Business response

  03/08/2022

  On behalf of Penske, we would like to respond to ***** *** with the following:
  
  This customer was behind on payment and was not able to pay with their own card, so the customers mother paid for the rental for one week. When we did the rewrites the mother's card was saved and accidently charged. The customer called us back and we told them we were more than happy to refund her mother's card but first we needed to process payment on her card before refunding the moms card.
  
  Thank you, 
  
  Chelsea
  
  Rental Support Coordinator 

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/10/21 our company rented a truck from Penske. We had called in to rent the truck and we confirmed that we were getting a truck tall enough to suit our load and the closest truck to us (we're in loveland, co) was down in Denver 56 miles away from our warehouse. We got everything setup over the phone and I drove down to pickup the truck as we had loads scheduled for delivery later that evening. When I arrived I inspected the truck and it was the wrong height. I notified the clerk that was checking out the rental to me and then I worked with a manager there and since it was a local business delivery they pulled a truck from their maintenance line, which was tall enough, and allowed me to rent that truck instead. I was assured that I would not be charged for the repairs that were already scheduled for that truck. I took the truck, delivered my loads, and returned the truck the next day to a drop-off line as it was after their business hours (around 2PM). I spoke with an employee in the back and he told me where to drop off the vehicle and I gave him the keys to the truck. I thought that everything was fine and received a receipt a few days later. Then Oct 1, 2021 I received a collections notice on behalf of Penske. I immediately called and got a receipt showing repair charges due to someone putting diesel in the def tank. We paid Penske to fill up the truck. I was working with ****** and he said that he saw the issue and that he would have it pulled back from collections and that he would partner with upper management to resolve the issue. He assured me that he would email me with the resolution. I have not received an email from ****** and the bill is still with collections. ****** has NOT reached out to me ever to inform me of any decisions or of any resolution.

  Business response

  03/21/2022

  
  We do greatly apologize for the inconvenience that this has caused. I have confirmed that the invoice has been credited in full and you will no longer receive collection calls. We hope to rectify this situation and that we can be of service to you in the future.
  
  Thank you,
  
  Chelsea
  Rental Support Coordinator

  Customer response

  03/21/2022

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a 2016 ***** Semi Truck from Penske late Oct 2021. After I made my deposit of $750, they stated that they will pull the truck off the road for repairs and remove it from there website. The truck I brought was listed as one of the PROVEN TRUCKS, which means DOT compliant with no mechanical issues for short. They stated the repair should take 2-3 weeks to be conducted and my truck will be ready for pick up. After I was told the repairs were completed and my truck was ready for pick up early November, I made my final payment of 44,000, so they can send out the title and begin scheduling an appointment with the MVA to obtain tags to pick up the truck. Being that it was taking a long time to get in the MVA to obtain tags I paid Penske to have the truck deliver to me. The truck was delivered late on January 8, and soon as it arrived I started to noticed issues. The first issue I noticed was a nail lodge inside the rear driver side wheel then when I got inside the cab, I notices how dusty and dirty the cab was, as if it was park in an old dusty lot with the doors open and windows down. Once I cut the truck on the check engine light came on, I took my code reader to the to see what code it gave, and it stated the air purge valve was stuck close I reach out to the lady I was dealing with, and she responded quickly and move my case to the post sale department where I can never get a hold of the person who has my case. They had someone pop up at my truck to diagnose and tow my truck away on Jan 12, without any notification or heads up and every time I call them for an update, they say they will call me back and never do. I reach out to the shop who took my truck since Penske doesn't respond and they stated that serval other problems along with the closed purge valve. I reach out to Penske stated that I will like a rental truck without a deposit being that my truck will take weeks since the parts are backordered or a full refund of the money I spent

  Business response

  02/14/2022

  Penske has been in contact with the ****************** and updated him on the status of the vehicle. Due to national parts shortages, there were delays in completing the repairs to his vehicle.  We have ensured all options have been explored to expedite the completion of these repairs. We will continue to work with ****************** to ensure his complete satisfaction with his purchase and experience.
  
  Best regards,
  
  Pepper J******
  Rental Support Coordinator

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went through Penske to purchase our first truck for our new company. We ended up being approved to purchase a unit on September 2nd. ***************************, a vehicle sales coordinator, with Penske told us on September 9, "So it looks like that your unit is complete," and that she was waiting on financing to give her the clear. We were told we should be able to pick up our unit in 2-3 weeks max. We were paired with ***************** with ******* financing on September 2nd to begin purchasing the truck. After months of going back and forth with Penske, *******, and **************** our payment was finally approved on October 25, 2021. *************************** sent us an email on October 27, 2021, that our unit was ready for pick up, nearly a month after the promised date. A week later, ****** called me to inform me there was a GPS unit that need to be installed and we couldn't come to get the truck. Two weeks went by and we heard nothing. I reached out on November 15 and she still heard nothing. Meanwhile, we already paid for the truck and were making insurance payments. During this time, they still hadn't sent over proper title information so we could get the plates. We didn't get that info until the first week of December. On November 23, 2021, I received a call to come to get the truck, finally. Our driver picked up the unit on December 15, 2021. The unit was dirty, not cleaned on the inside, the CD player doesn't work, the radio can't be connected to Bluetooth, and the windshield leaks water when you press on the brakes. We informed ******* of these problems and she told us ***************************** would help us. She told us to get the truck to a shop of their choice, we did that on December 20th. She said, "We will follow up with the shop o the repair status and try to get an ETA as soon as possible to get you rolling again." I called the shop this morning, December 23, 2021, and they have no email or work ticket from ***************************** and are unaware of what to do with our unit.

  Business response

  01/13/2022

  
  Penske Management has been in contact with ************** to further understand his concerns and to expedite resolution to the issues raised.  All concerns over the condition of the vehicle have been addressed as of 1/12/2022.  Additionally out of good faith, Penske and ************** have reached a mutually agreeable solution to mitigate his expenses while the vehicle underwent these repairs. 
  
  Thank you,
  
  Pepper J******
  Rental Support Coordinator

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2015 ***** tractor premium48,ooo.o I was told that the truck was being pre inspected before selling it me . Picked up the truck November 1st, One hour after getting the truck the check engine light came on and had a lot of problems. I was told that they would fix any issue within 15 days of my purchase. They assigned the truck to a shop which found 26 issues My number one problem is the cylinder head gasket leak that is leaking into the engine to the engine they do not want to cover it and I've been waiting for them to do this for over 30 days. They have reached out to me to try to help but they do not want to pay for the leaking gasket on the motor Which is the most important part of the truck I would not have bought the truck if I knew that it had that problem that's why I've tried to get a premium truck with no engine issues Having a vehicle one day and have these types of problem is called a Lemon. I have not used the truck for business not one day.

  Business response

  01/27/2022

  As reference to our last communication in regards to ********************, we are actively working with the customer on completing repairs of the vehicle. We are also continuing to work directly with the customer to ensure their complete satisfaction with their purchase and experience.
  
  Thank you,
  
  Pepper J******
  Rental Support Coordinator

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Penske wrongly listed a UCC Filing on our business credit report despite our company already having a payment plan in place with them. The representative we have been dealing with stated that as long as we have the payment plan in place, there would not be any legal filings or further pursuit. It was a shocking surprise to see our credit report have this UCC Filing which labels us as a financially unstable entity, which is wrong. We would like this filing removed as it is hindering us from obtaining business loans, etc.

  Business response

  01/12/2022

  Dear *** *****: 
  I am a District Financial Manager from Penske and am in receipt of your letter dated December 18, 2021  regarding a complaint made by *** ******** (“***”). Please allow this letter to serve as Penske’s  response.  
  Penske Truck Leasing Co., L.P. (“Penske”) is in the business, among other things, of renting commercial  vehicles to third parties. *** was a customer of Penske and rented various vehicles from Penske. Two  of such vehicles were damaged during the course of the rental by ***. Under the rental agreement  applicable to the vehicles, *** is liable for loss or damage to the vehicles occurring during the term of  the rental. The charges for such damage were in the aggregate $16,344.49. *** is also liable for tolls  incurred during the rental in the amount of $418.18. These invoices were issued between April and June  of 2021. 
  On April 16, 2021, I sent an e-mail to ****** ** and *** confirming the verbal agreement between the  parties for *** to pay $1,270.41 for 5 months, to be paid on the 15th of each month, in partial payment  of the amounts due and owing. ****** * confirmed this agreement in a reply e-mail. *** did not pay  according to the agreed-upon plan, and requested several modifications over the ensuing months. 
  Penske’s records show that since such time, *** has paid Penske on account of these invoices  $1,374.20, consisting of a $374.20 payment in July 2021, and a $500 payment in each of August and  September 2021; however, Penske received a chargeback of the $374.20 from the customer’s credit  card company, so only $1,000.00 has been paid towards this balance in the aggregate.  
  Because the funds were not paid by the contractual due date (nor as agreed in the payment plan), these  sums due and owing were rightly reported to Dun & Bradstreet. Penske did not file any UCC statement,  as alleged in the complaint. 
  Based on these facts, Penske requests that the BBB conclude that Penske adhered to the contract  between the parties and that the BBB close this complaint.  
  Sincerely, 
  Danielle L********* 
  District Financial Manager 
  
  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/26/21, a *********** employee picked up a Penske rental truck and received the rental inspection report showing several damages on the truck.– Inspections report attached. On the same day, 3/26/21 we returned the truck to the Penske Delray Location at 5:30 pm. The Penske representative (*****) asked the driver to drop off the keys and nothing else. He didn't provide any inspection report of the truck at that moment. It was close to the closing time and the Penske employee rushed the returned process without following their procedure. On 3/28/21 Nehemie F******** (Penske rep) emailed a ********** employee (email attached) saying that the truck was returned with damages. The email included a picture of one side of the truck, not very clear which side it is, showing a scratch. The picture doesn't show the truck number or anything else from the truck. As you see, the email enclosed stated that they will conduct a damage process and keep him posted with estimates. Cliff replied to that email stating he spoke with driver and he didn't make any damages to the truck. He stated there were already damages when we picked up the truck. He attached the inspection report showing all the damages marked on the sheet. Penske didn't reply to that email. We didn't hear from Penske until 5/26/21 when receiving the invoice via regular mail. The invoice in the amount of $6,248.80, states replace/repair fees for bumper, roof, rail, and side panel damages. All of them listed in the inspection report as having been damaged when we picked up the rental. (Invoice enclosed)Since that day, 5/26/21, *********** finance department has been reaching out to Penske representatives, managers, corporate and finally District managers at Penske trying to clarify that ********** did not damage the truck, confirming that there were no accidents or any odd action made to the truck and that the damages where already in the truck at the time of renting it. But no resolutions has been made.

  Customer response

  04/06/2022

  Good afternoon,
  
  To answer your question and be able to continue with the complaint process, we have not received an answer from Penske as of today.
  
   Please advise what will be the next step to follow. 
  
  Thank you 
  
   *********************************
     Finance Director

  Business response

  05/12/2022

  Good Morning,
  
  On behalf of Penske, we would like to respond to ******** ******** with the following:
  
  After re-reviewing the documentation including the pictures and the inspection report, I agree with the customer that the unit was rented to them with some existing damages. The inspection indicates that there were scratches on both sides of the box, both sides of the bumper as well as a dent on the rear drip rail. However, there is nothing that indicates damage to the passenger side roof rail. The roof rail was completely crushed down for about 4-6 feet. The damage to the roof was so severe that from the inside of the box you can see the roof skin ripped completely, to the extent that it was not usable for another customer as it would have soaked all of their belonging if it rained.
  
  That being said the customer was incorrectly charged for the damage to the bumper and the replacement of the Penske decals that were previously scratched. The amounts to an overbilling of 1388.50 of the 5690.00 that was originally billed.
  
  I hope this response suffices,
  
  Taylor
  
  Thank you,
  
  Chelsea
  
  Rental Support Coordinator
  
  Penske
  
  Rental | Leasing | Logistics
  
  2675 Morgantown Road
  
  Reading, PA 19607 USA
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