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

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck in June, was told truck would be ready on July 13, 2021, The transaction was not completed until 7/23/21 when I picked up the truck, to date the title has not been sent to Paulding County in Georgia where the truck has to be registered, The 30 day expired on 8/26/21 and we have not been able to register the truck. Sandy P***** and supervisors has sent me several Power of Attorneys and bill of sales of which I promptly sent them back to date they have not send the title to Paulding County. I am about to loose my driver because he can't take loads out. Its been almost three months and it has not been resolve. I had to hire an attorney to get this resolved as was told to do so by the county office. The employees are unprofessional don't call you back and don't take time to resolve issues. We have contacted the sales people and the finance ******* ******* Finance and **** Finance who expected us to make payment for a truck that we cannot drive to make money to pay for the truck.

  Business response

  12/09/2021

  We would like to submit the following response for BBB ******** *****************************.
  
  Thank you for bringing this matter to Penske's attention.  We are sorry to hear about the problems ************** has had registering her used vehicle. After the vehicle was picked-up by **************, we found discrepancies with the sale paperwork.  Primarily, there were mis-matches in purchasing names between the Bill of Sale, Power of Attorney and Title Instructions documents.  This was corrected in early September but then a new error was found on the Power of Attorney document.  The title was finally mailed from Penske to **** Title LLC on 10/28/2021.  From this point, it was up to the title agency and ************** to obtain licensing and registration.  We regret the parts of the paperwork delays that Penske could have handled more timely.  
  
  Thank you. 
  
  Regards,
  
  Marco S********
  Rental Support Coordinator

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company started a purchase on August 12, 2021. Paid a deposit to hold the commercial truck. The deposit was excepted and myself and the company was contacted by the admin dept. of Penske to inform us that from that point 08/14/2021 the vehicle had been pulled and would be in service to prepare for sale and delivery. We were told that this would take 10-15 days and that it would also be DOT inspected with sticker. After all said and done we finally received a call on 09/24/ that the transporter was in route with the truck. The truck arrived with check engine lights and etc, sensor lights on.- Penske was informed of this by the transporter before leaving for delivery. The truck was brought to us in lemon condition -. We contacted Penske immediately they responded two days later to have the truck towed to a shop and has remain there, since. Today is 10/06/21 We have paid for a lemon. Repair/replace please.

  Business response

  10/25/2021

  We are in receipt of this complaint and regret the issues our customer experienced during the purchase of a used truck.  We have contacted the customer and apologized for the lack of communication and provided her with and updated estimated time that repairs will be completed on her truck.
  
  Thank you,
  
  Chelsea
  Rental Support Coordinator

  Customer response

  10/28/2021

  [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: 15997033
  
  I am rejecting this response because:  nothing HAS CHANGED, SOME CALLED GAVE VERBALL APOLOGY.  nothing MORE. we HAVE YET TO GET PHYSICAL POSSESION OF THE TRUCK AND  IT HAS GONE FROM SHOP TO SHOP WE ARE LOSING MONEY AND STAFF DUE TO LACK OF TRANSPORTATION.

  WE ARE ALSO LOSING PREVIOUS NEGOTIATED CONTRACTS FOR WORK. PLEASE SEE ABOVE ATTACHMENTS. 
  
  Regards,
  
  ***** *************

  Business response

  12/13/2021

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

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented 26' truck for moving (Agreement #********) 8/7/21; Loaded truck 8/7/21; Closed on home 8/10/21 and started trip with truck to Florida @11am. Truck broke down 20miles from Florida  at ****'s gas station in New Baden, IL. Called 24hr hotline. Waited until after 6pm for 2nd truck (Agreement#********). Truck arrived with less than 1/2 tank fuel. Men came to remove household goods and reload new truck. Sloppy, rude, & nasty. Started trip to Florida after 8pm. Spouse went ahead. Closing on new house 8/11/21. Truck arrived 8/12/21. Missed closing of new house. Incurred extra hotel charges for trip and missed closing. Returned truck 8/13/21 with 1/2 tank fuel. Got runaround regarding fuel shortage. Husband took picture of low fuel level. Was called 2 days later wanting to know if we were going to return truck. Wife called to file complaint. Nothing was done, no call returned. Called again, complaint #********** issued. no return call as promised. Received letter from 3rd party

  Business response

  10/21/2021

  We received an email on 10/8/21 from our Claims Department team regarding this customers issues. One of our Rental support team members reached out on 10/8/21 and left ***** a message. A few days later, after ***** reached back out to us, Rental support team member *******, spoke with her regarding the issues throughout the trip and compensated the full amount of the rental costs as compensation for the delays, breakdown, and extra hotel stay, for which ***** agreed.
  

  Kindly,
  
  ******
  Rental Support Coordinator

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never choose them!! Reserved a 12 and a guy called to me one day ago to confirm but ended up with gave me a 16. I don't need a 16!!!!!! That is a bear! How can I drive it for 1600miles? I don't even have that many stuff to move!! That totally ruined my day. Need take a **** to *****. My reservation was 4pm and I finally got home at 8pm. At 8:15pm I Finally got hold of Manager ***** on the phone from Springfield main office and she let me call in the morning and I am pretty sure she did not think I would call again. So in the morning (9/30/2021) I called again and she yelled to me said that was my thing to not take the truck that is sucks!! Cause this is not a normal car rental, everyone would be happy for upgrade. This 16 just gonna make my trip more difficult. And I am also sure their point is, as long as they get a truck for the customer they are done. No matter what size Also, the seats were SUPER dirty. I would had to clean by myself to start the trip

  Business response

  11/09/2021

  This is in response to BBB complaint #******** ****** **. 
  
  Based on the email I received from ****** and the contract notes, this customer received a 16’ truck in place of a 12 per our upgrade policy. This policy states that if the truck size the customer reserves is not available, that they may receive an upgrade to a unit that is larger. For this rental, the customer paid for the truck on 9/29/2021 but then decided they didn't want to take it since the truck was larger than they had hoped for. They were refunded for the entire price of the rental the following day (9/23/2021). This was the solution granted by the district office.

  Pepper J******
  Rental Support Coordinator

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a leased truck with Penske. I dropped my truck off to Penske in Montgomery AL 14 days ago to repair my tail lights so I can operate the truck at night. Every time I called, they said it wasn't ready. They finally told me after a week my truck was ready and stamped DOT certified on it. The truck lights were not repaired correctly and I was technically operating the vehicle beyond DOT standards. The truck has been with them for another week and they still have not repaired the truck! I have been trying to reach ************************* and in 2 weeks, he has not been in the office at all. How is the leasing representative never at work?!! He finally called back today and promised the work would be completed but it still has not. I have missed out on 2 weeks of work and for a business owner, that 2 weeks is detrimental for me! I have lost at least $12k on loads that I could not transport because my truck was in disrepair. I am so disappointed in Penske right now!

  Business response

  10/25/2021

  The customer *************************** with *************************** ************** *** made Penske aware of a defect with his unit on 9/16 regarding clearance lights. This unit also had several other items that needed to be addressed including a Federal Annual Inspection, which Penske performed at that time. All repairs were verified including the clearance lights operating correctly, and the customer was notified on 9/23 that his unit was complete.
  
  I received an email from this customer on Saturday 9/25, stating that he was still having issues with the marker lights. I contacted our service department immediately to inform them. The service department informed me that the customer had also notified them of this issue on Friday morning 9/24 and stated he would bring the unit by immediately for Penske to re diagnose. The customer did not arrive until 9/24 Friday afternoon. Our technician diagnosed the issue as a body control module and ordered the appropriate part to replace. On September 28th Penske provided the customer a substitute vehicle to use per the Vehicle Lease Service Agreement terms.
  
  The body control module was replaced on September 28th and the customer was notified the unit was ready to pick up that day. The customer has had a substitute unit from 9/28 until 10/6. 
  
  Penske has issued a credit to the customers account to offset the downtime the customer experienced. We appreciate the partnership! 
  
  Thank you, 
  
  Chelsea
  
  Rental Support Coordinator

• Initial Complaint

  09/09/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unit ******* is a 2013 ************* **** with 190k miles on it. (Purchased in 2018 from Penske in premium condition). We have had a maintenance contract in place where Penske takes care of fixing the truck and performing preventative maintenance work. The problem is that I am being charged for maintenance, and within days, the truck experiences the same problem and I get charged again to fix the same issue. During the down-time, I'm forced to get a rental from Penske and pay out of pocket for that. Penske claimed "your trucks are just old." I'm looking for a reimbursement of expenses incurred from the most recent repeated & documented repairs. This includes rental expenses correlated to the down-time. Recent invoices and repair documents extrapolated from Penske's Fleet Insight's are attached with my comments on each line. It's alarming to see the amount of repeated charges in such a short amount of time as the attached docs show.

  Business response

  10/06/2021

  September 28, 2021 
  

  To Whom It May Concern: 
  

  In response to a letter from the Better Business Bureau, complaint ID ******** dated September 17, 2021, I offer the following response. 
  

  On November 25, 2020, Penske and customer entered into a maintenance agreement on the truck noted in the customer's letter. This agreement provides for truck maintenance management services that include discounted labor rates, discounted parts costs, recommended repairs and maintenance, fleet cost reporting, and asset replacement recommendations. This maintenance agreement was mutually terminated on September 7, 2021. 
  

  Through the term of the agreement, Penske regularly advised our customer on necessary repairs and cost of those repairs prior to the completion of the repairs and completed the repairs after customer approval. At every opportunity Penske attempted to keep repair costs low and advised our customer of potential future issues. Because many truck component's functions are interrelated, a customer can feel as if repeat repairs are taking place (as noted in the customer complaint). That is not the case with this customer complaint. 
  

  On at least one occasion, Penske further discounted labor rates and parts costs to assist our customer in keeping maintenance costs down. On more than one occasion Penske recommended replacing the truck that our customer has referenced with a newer model. 
  

  In addition to reduced labor and parts costs, Penske provided rental trucks free of charge at times and at all other times rented trucks to our customer at reduced rates. At no time was our customer compelled to rent trucks from Penske. 
  

  All repair costs and rental fees were discussed with our customer and approved by our customer prior to completing work and prior to invoicing for the work. 
  

  Sincerely, 
  Carl H.

  Customer response

  10/11/2021

  [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:

  
  

  1) The "free rental" was given to us because our vehicle was damaged by Penske while in their possession for other repairs. (Documented) Coincidentally, the battery issues started happening shortly after the truck was damaged by Penske. (Battery housing and components are in the vicinity of the repairs that were needed)

  
  

  2) Penske claims the components' functions are interrelated.  Unfortunately, this is justification that their team didn't do a good enough job with diagnosing root causes and created repeated repairs and tows in short succession.  The most recent battery / ECM issue it the most damning.  If they would have done the work properly, the truck would not have had to return to their shop via tow-truck on multiple occasions within days or within hours in some cases.

  
  

  3) Both of our vehicles were purchased from Penske at a high dollar value; yet they recommended we sell them (one truck no more than 6 months after purchase) for half the amount we bought them for. 

  
  

  4) Their discounted labor rate is $120 an hour; which is the standard labor-rate in the industry.  The only time the Penske team offered assistance with a "discounted" rate was when we received a $12,000 quote for a new exhaust system. The quote for this one repair was more than what they offered to buy the vehicle for.

  
  

  We can settle for a negotiated dollar amount and our business partners will retract the complaint as resolved.  Otherwise, the complaint can stay within the BBB as unresolved.
  
  Regards,
  **** ********** ***
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩