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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was forced into a purchase by Penske employees who knowingly knew my documentation was inadequate for the purchase. Now they are telling me that I have to forfeit my deposit and can't get a full refund that I am entitled to.

  Business response

  07/10/2023

  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. ***************************** provided credentials that were not approved by the agency, PennDOT and therefore the purchase transaction could not be completed. Penske is working directly with the customer on ensuring their complete satisfaction with any outstanding concerns.

  Customer response

  07/13/2023

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We rented a truck from Penske for a local move in Buffalo Ny. The truck ended up being contaminated with an unknown chemical that we believe to be copper sulfate. The Hazmat team said that was their best guess as to what it was, but couldn't test it for sure. As best I can tell, its a translucent powder that turns vivid blue when in contact with water and is exceedingly difficult to clean up. It ended up contaminating all of our belongings and our new home. Our skin turned blue when it contacted this stuff as did the movers. We ended up staying the night in the house on a misunderstanding from the hazmat team (they said it wasn't an IDLH hazard, not that it wasn't a hazard) We have not been able to find a lab to get this stuff tested, we cant find a lawyer to help us because its so unprecedented, and even the cleanup company said they had never even heard about a similar situation before. We both had headaches that weekend and my wife got a bloody nose, so we have been trying to get to a primary dr (we dont have one) but cant get in until august, and we have been trying to avoid going to the ER. Penske said multiple times they will take care of it, but they escalated it out of their company to another organization, ********* ******. They said it shouldn't be a problem getting this taken care of but we have yet to see any actual assistance. We were quoted $19,500 in cleanup costs, but was advised by the cleaning company that this was an unprecedented cleanup, so its impossible to know if that would be complete or not. In addition, there is evidence this has gotten into the HVAC and it has stained the floor. This happened 6-1-23 and we have been out of the home since the 2nd. I attempted to call the NYS DEC pesticide division early on in the process, but was advised that since it wasn't the typical application, they couldn't help us. Penske Refunded the truck but we are homeless because of this and still on the hook for monthly rent.

  Customer response

  07/26/2023

  I now have resolution from the company. After getting bounced around between 5 people, the 6th person was finally able to help us with this situation. They paid a company to come in and clean up the majority of the substance, reimbursed us for our expenses, replaced damaged couches and a bed and gave us some extra cash on top for displacing our family for a month and a half. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 6 2023 I agreed to purchase a 2020 ***** *** Semi Truck Unit ******* from Penske in the amount of $67,000. On April 26 I was notified by ***************************** that vehicle has been serviced by the shop and was ready for pickup. I had the vehicle picked up from Penske location in New Jersey on April 30, 2023. Penske shop still had previous owner license plate on the vehicle. Transporting vehicle back from New Jersey to Missouri several defects on the vehicle occured. Driver side window did not operate, after lowering window i was not able to raise it back up because window switch was broken. Another defect was lane departure on vehicle was causing all the gauges on the vehicle to come on and disable the cruise control. May 1, I notified Penske of vehicle problems. My issue was assigned to Penske rep ************************ On May 3 vehicle was take to Vanguard repair shop as instructed by ************************ DOT Inspection was performed on vehicle and failed due to another issue with the truck that had to be corrected before vehicle can pass inspection. Vanguard shop sent estimate for repairs on May 4. Penske delayed authorizing repairs due to a dispute with vanguard, the reason of paying taxes for service. Vanguard stated parts had to be ordered for vehicle repair. On June 2 I requested reimbursment for truck payment and insurance. I have tried to address this issue with *********************** several times, because it is very difficult to reach her by telephone and she only responds to email i still have not recieved any payment from Penske. I attempted to again contact *********************** yesterday June 20 and again was unsuccessful and I did not recieve a call back from her eventhough i stated to another Penske rep that it was urgent and that there was an issue at Vanguard having to do with the repair order. I have been extremly patient in regards to issue that is the fault of Penske. The handling of this issue has been poor. The communication with *********************** has been Poor.

  Business response

  06/28/2023

  Thank you for bringing this to our attention and letting us know that there were unresolved issues. We have worked with the customer to come with an acceptable solution and will have closed the loop on this concern.It is our mission to handle all customer grievances, and we are glad we had this opportunity to help another one of our customers.
  

  Customer response

  07/06/2023

  [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:

  I have sent messages to *********************** on June 21 and 27 along with picture of Issue not fixed by ******** and still required assistance to resolve thus problem. I did not receive a response back in regards to this issue. I did receive a docu sign on the June 26 from ***** **** that was a release of Penske responsibility for any repairs and that their units are sold as is. In exchange they offered me a prorated 21 days of truck payment and insurance in the amount of $2566.37 which is not the correct amount. I did not sign document. Penske is responsible for the repair to this vehicle. I will not release Penske from liability until repair is made and I am reimbursed for truck payment and insurance.
  
  Regards,
  
  *************************

  Customer response

  07/25/2023

  I have contacted penske several times. No response in regards to this issue. Truck was taken back to ******** on July 24th. Shop stated that lane sensor which was the original issue had to be recalibrate. ******** has tried to contact penske in regards to issue and has not been able to speak with anyone. Penske customer service representative have not been helpful and are the only contact.

  Business response

  08/03/2023

  Penske has contacted the customer after receiving their rejection to our last response. We were able to identify the customer concerns and Penske is confident we’ve been able to resolve the matter.
  
  Regards,
  
  ***************************
  
  Penske
  
  Manager Remarketing Customer Service

  Customer response

  08/17/2023

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

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/12/2023 I enter an agreement with Penske Leasing and Rental purchase for a 2017 **** TRUCK ***. On 04/25/2023 I was told the Truck was ready to be picked up and I just needed to transfer the $45,500 for the purchase on a wire transfer. The truck was located in Alexandria, VA and I live in Florida on 05/09/2023 I flew to VA to pick up the truck and start the 13-hour drive. After about 4 hours into the drive, the check engine line came on leaving me stranded in the middle of North Carolina. I had to stay in a hotel overnight until the next morning when I drove the truck to the nearest Fayetteville, North Carolina location. This truck was supposed to be a 'LEVEL 1' per the contract, which is not as the truck broke down hours later. Per Penske, the truck is being repaired (when this vehicle was supposed to be inspected from the beginning to prevent any of these problems) but I am the one that always has to inquire and this has been a very frustrating ordeal. Every day that this vehicle is not in my possession is money that I am losing. I wrote to [email protected] as per the bill of sale requirements and have not heard back from them at all leaving me in the air. I have been in contact with the service coordinator and she is the person that told me the vehicle is being repaired turning down my request for a refund and gave me limited info on what to expect in the middle of my ordeal this position has also changed personal leaving me to start over with a new staff member and limited answers. At this point, all I would like is to part ways and cut both of our losses in regards to doing business with Penske, and just received a full refund for the amount that I purchase the vehicle. I have tried to ask for a refund over and over and my request has been ignored.

  Business response

  07/13/2023

  Penske is sorry to hear about **. ********* experience, as we take all of our customer concerns seriously and work to provide a quality experience to all buyers. After reviewing the filed complaint, it was brought to our attention that the unit had been completed and has been ready for pick-up. We have notified the buyer and are awaiting confirmation that the unit is in their possession. We will work directly with the buyer in regards to any additional support to ensure they are fully satisfied. Again, we are sorry for the experience and hope to improve the buying experience for all of our customers.
  
   
  

  Customer response

  07/24/2023

   They said they had fixed the truck and so I took days from work, purchased a plane ticket, took an Uber to the location and picked up the vehicle. An hour and a half later it broke down again. I took it to the closest Penske and dropped it off. Im still paying for truck insurance and the truck payment for a vehicle that I have not been able to use at all for all these months.
  
  Thank you for all your help!
  
  *************************
  

  
  

  Business response

  08/21/2023

  Penske has contacted the buyer and has confirmed the unit has been fully completed. We are working out a resolution on concerns while his unit was inoperable. We are confident we will be able to find a resolution that is agreeable to both involved parties.
  
  Regards,
  
  ******* ******

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Penske Rental San Bernardino charged me $1,629.61 for the rental of one of their 26 feet trucks for one day of use, on April 2, 2023. Apparently, at least by the time of my operation, the branch was in total operational chaos. For instance, when I went to pick up the truck, there was no employee in charge or someone who knew where the keys were. After my operation, I returned the vehicle the same night and before the 24-hour agreement. Then, after 11 days, I received a bill listing charges for a total of 8 days of use and, apparently, a full tank of diesel. The sole fact that the actual 123 miles of driving are reported on the bill makes the whole thing really absurd. The statement indeed gave me the impression that no one reviewed the corresponding returning key box in more than a week. Initially, I received excellent attention from **** ********* (**************@penske.com), when I contacted Penske customer service, who put me in contact with one of the managers in the Fontana branch, ****** ******* (******.*******@penske.com). Unfortunately, ******'s response has been far below what is acceptable. After several attempts without a response, she finally wrote me that she was working with her finance department and that they were going to send me a refund check for $1,105.45 (still not enough but was better than nothing). However, a full month has passed since my initial contact with **** ********* and I still have no signs of the refund. In short, one of the worst experiences I've had in my life in regards to renting vehicles.

  Business response

  06/28/2023

  Good morning **************,

  Thank you for contacting us. I do apologize for the inconveniences that occurred with your rental.

  I have reached out to the San Bernardino branch to get more information regarding the refund check.

  Once I have that information, I will contact you via phone or email.

  Thank you.

  Kindly,

  ******* 

  Rental Support

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our company, ******** ***** ***, was leasing a tractor truck (Tandem Axle Day Cab) from Penske Truck Leasing during the period of 12/08/2020-06/18/2021. We paid the required $5,000.00 deposit via cashier's check, on 12/08/2020. We returned the truck on 06/18/2021 and we still have not received our deposit back. I've made multiple requests, to no avail. Penske has stopped taking our calls and they claimed that they kept our deposit "due to you not getting back to us in 2021" per ***** ** *******. We had a disputed repair invoice that we went back & forth on, and ultimately decided we couldn't fight them on it after we returned the truck. So, Penske was to deduct $1,589.59 (disputed invoices) + $858.00 (rental through 06/18/2021) + $48.50 (toll charges) from our deposit and refund the balance of $2,503.91. However, they continued billing us for rental and mileage long after 06/18/2021, and claim to have applied the deposit to those invoices. This brought up concerns about the mileage we had been getting charged all along, whether or not it was accurate, since they were attempting to bill us for mileage when we no longer had their equipment, but it was pointless to try to resolve this at this point. After many attempts to resolve this with Penske directly, and having reviewed the many complaints filed against them, all monetary complaints, and the erroneous billing after returning their truck, it has become clear that Penske has dishonest business practices and we will not do business with them again.

  Business response

  05/19/2023

  
  I reviewed the rental invoices from 6/14/2021 to 7/13/2021 and the customer is owed $3525 for the rental.
  Here is the breakdown:
  
  * 3 weeks totaling $2793 for the weekly charges, environmental fees, and vehicle licensing recovery fees.
  * 4 days totaling $732 for the weekly charges, environmental fees, and vehicle licensing recovery fees.
  
  Per ***** the customer is not responsible for maintenance invoice 0020688864 for $273.15.
  Total owed to the customer for rental and maintenance invoices is: $3798.15.

  Customer response

  06/08/2023

  [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:
  

  I would prefer to keep this complaint open until we receive the balance due to us in full, at which time.  Given the extraordinary amount of time spent trying to collect the money due to us from Penske Truck Leasing, I just don't feel comfortable closing this out until it truly is resolved.
  
  Regards,
  
  ****** ****** 

• Initial Complaint

  05/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm a lease customer of penske for almost 3 years. I had a truck maintenance left out to go otr. Truck broke down 3 different times back to back on the way out to California and back to the east coast. This cause me severe late fee claims causing all of my income to be held from processing penske didn't care after I told then because of break downs what it cause they only said pay me on this date or return all your trucks. They basically after 3 years of on time payments did not care to give me a day extension or anything only return there trucks future customers be ware they over charge you every month. Trucks constantly break down. That's a company only it for gain.

  Business response

  06/14/2023

  Please allow this e-mail to serve as Penske’s response to the above-referenced complaint.  By way of background, Penske Truck Leasing Co., L.P. (“Penske”) and ***** *** ***** LLC (“Customer”) were parties to that certain Vehicle Lease Service Agreement dated January 27, 2021 (“VLSA”) pursuant to which Customer leased from Penske three (3) commercial vehicles (“Vehicles”).  It is understood that *** ****** is a principal or manager of the Customer.
  
                  Under the VLSA, Penske is responsible to provide routine maintenance and repair of the Vehicles, and, when a Vehicle is out-of-service due to mechanical failure, to provide a Substitute rental vehicle.  Where a Vehicle is damaged, Customer is responsible for the cost of those repairs, and no Substitute will be provided.
  
                  That is exactly what happened in this case.  Where there have been from time to time mechanical breakdowns (as is normal in the operation of a commercial vehicle), Penske has provided Substitute rental vehicle as required. 
  
                  Customer further alleges that due to a breakdown, it suffered late fee claims, income loss, and so on.  However, the VLSA disclaims these damages; under Article 18, Customer agreed that Penske will not be liable for loss of profits or business, loss or damage resulting to Customer by reason of delay in delivery or failure to deliver products, driver’s time, or any indirect, incidental, special, consequential, or punitive damages. 
  
                  Finally, the VLSA requires Customer to pay all invoices via ACH on the 12th day of each month, without deduction or offset.  Customer has failed to pay by ACH no less than four (4) times in the last year, including payments for July 2022, November 2022, December 22, and May 2023.  Penske sent a default notice to Customer on January 30, 2023 specifying these failures, and upon the occurrence of the rejected ACH payment in May of 2023, Penske sent a lease termination letter effective as of May 23, 2023, as permitted by Article 13 of the VLSA, and demanded return of the Vehicles.  To date, the outstanding charges due and payable total $15,260.62, and the Vehicles have not been returned.
  
                  To the extent that Customer disputes any invoice Penske has issued, we invite the Customer to provide us with notice of such dispute and any evidence of such claims, and we will be happy to review. 
  
                  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. 
  
  Regards,
  
  *****
  Rental Support Coordinator
  
  T ************
  Penske 
  Rental I Leasing I Logistics 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company has lied to me and gave me incorrect information about a truck I was purchasing. They lied about the compliance and safety of the truck and the condition of the truck in the timelines. On several occasions they have costed me tens of thousands of dollars in loss and continue to lie. The representative has lied to me on several occasions about several different trucks and the conditions of the trucks which has called me to deliver wrong information to a pending contract, which in turn I later lost and it has costed me a loss of 12,000 I would like to have the company cover this out of discounting additional for the loss I incurred from receiving false information on serveral occasions from ********************* their rep when I call to speak to management I never get a call back and its always back and forth when attempting to even file a coorporate complaint.

  Business response

  05/17/2023

  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 the unit is now ready and her lender is scheduled to fund tomorrow. She is anticipating taking possession of the truck on Friday.Penske is working directly with *********************** on ensuring their complete satisfaction with any outstanding concerns. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Friday April 28th I called Penske Truck and spoke to a young lady about a truck rental. I agreed to reserve, but my appointment was starting. I wasn't sure was needed since she said nothing was do until the day of but she said a CC and I was in public. I asked her to call me back in 30 minutes. I wanted her to get her sale/credit. She did not. Hoping dhr would. I waited. $379 or so for a 1-way truck to Florida. The following Monday I get a call and I'm driving from Florida home. It's not her. I explain I can't reserve now and that I was expecting the call days ago. They lady was curt and says we have high call volume she probably couldn't. So today 1 -week from my original call. I follow-up and they tell me it's almost double the price. Close to $650 around $590 with a discount. After mentioning what happened they offer a smaller truck, 15 feet instead of a 22 foot. Then the young woman keeps me on hold for over 10 minutes with no check in while reaching out to a supervisor. Who listened to all the prior calls, confirmed the price quote and said I should have called before, the prices change all the time and I was told that even though they know the young lady said she would call me back and other attempts were made to reach me. The best they can do is $501. It's extremely disheartening to be treated so poorly not once but twice after having AMAZING service by the first Rep which is why I was waiting for her to call me back. The only reason why I waited to call. Literally every other person I spoke to at Penske was rude or short in attitude. This last person said the Supervisor **** at *** ***** processed the complaint and there was nothing more to address send an email. She did not care. So much for supporting the families of Veterans.

  Business response

  05/19/2023

  Good Morning,

  I called and spoke with ******* this morning and was able to offer her the same rate as she was previously quoted. I apologized for the poor customer service experience and emailed her the new reservation price to rectify the situation.

  Thank you,

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

  Customer response

  05/19/2023

  [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 ********, and find that this resolution is satisfactory. I appreciate Penske Truck and Leasing following up with me. Especially in such a timely manner with a different tone than when I had attempted to resolve this previously. BBB, Thank you for helping me navigate this situation. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a rental on may 3rd, I thoroughly explained my purpose for rental and asked if it was okay. I was advised everything was good. I took the day off of work, paid for my test and planned everything I had planned. Today I get a phone call at 3pm telling me I may not be able to get my rental, I explained the situation the guy told me he call me back. 1 hour later I call him back to inquire, he states I can’t get it. Asked if I wanted to talk to manager, I said I was I the area I would stop in he said ok. I get their manager refuses to come out, employee refused to give me information to file a complaint with corporate stated he would file the complaint for me as to which I refused. Stated he didn’t want to get them involved and have them asking questions as it was a manager who approved my rental. I speak with corporate and they tell me there’s nothing they can do they’ll call and talk to them, proceeding to tell me my reservation is active and if I cancel it to call them and they’ll waive the cancellation fee. So I than asked whose gonna reimburse me for paying for the test I was supposed to do and the day I already took off work and was laughed at and said I don’t know what to tell you. Very unprofessional company with employees who clearly don not know how to do there job. Further more waited till the end of day to tell me this leaving me no choice to figure out an alternative before Monday.

  Business response

  05/16/2023

  I spoke with ***** on May 8th/9th and discussed this matter. We talked at length about the service that was provided to him by my team in Wilkes Barre. I clarified the situation and offered a solution in an effort to remedy the matter by suggesting that if there was an opportunity to get him a unit, we would do so free of charge for all of the hassle.
  
  I extended an apology for the poor customer service and had a discussion with my team members to ensure this wouldn't happen again.
  

*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. ↩