Penske Truck Rental

Today, Joe would not work with me either as I pissed the first supervisor off in Nov. and I'm sure he put a RED flag by my name amongst other things. I pointed out that it's all about money along with supply & demand. EX: if I were in Phoenix wanting to move to Los Angeles the rate was $300 vs. $3,000 LA to Phoenix. That in my book is corporate greed. I can understand a little lead way but really 10x the amount?? They honor discounts and gouge you if you need to change your reservations. So what if I've changed my reservation in the past! These are scary times esp. for a senior even before Covid.

I will never use Penske again and have always used them in the past, nor will I ever recommend them to any of my friends. Their supervisors are rude and I would hope they don't treat their own parents this way. Penske used to be a really good outfit. I don't know if mgmt. changed or ownership, but they aren't the same company they used to be. Shame on you Penske for gouging a senior citizen who lost their job due to Covid amongst other things. Also, gouging anyone leaving LA for that matter right now.

"Brennan **" sold me a lemon.... and he knew it was a lemon... The truck was listed online as their, "Premium" condition and he lowered the truck condition to "Proven" which is their "AS-IS" condition.... ONLY AFTER they got my $500 deposit on the unit. Brennan, sold 3 other trucks I put my money down on to other buyers..., where they felt they could make more money on the deal. Brennan also, ran my personal credit on a truck they knew they didn't have in stock.... without my approval.... This guy is a SNAKE....DO NOT BUY FROM "Brennan **". He might sound like a NERD.... but he will screw you over and leave you hanging, without support.

Penske, sales used semi-trucks.... that are lemons.... They sold me a truck they didn't even clean out (during COVID-19), missing top bunk, with an old pissed out, dirty mattress on the bottom shelf....(during COVID-19). The truck even had an old fly trap, attached to the inside ceiling of the truck, full of dead flies during delivery.... The windshield was leaking water and the seals was torn and dry rotten.

FAIL 5

I am very disappointed with this company's level of service provided to me. "Brennan **" has been nothing more than a deceitful, snake in the grass, used car salesman. Who took $12,500 down from me and sold me a lemon....

Next morning started journey again. Got what would of took 1 hour from Albuquerque which took me 3 hours. Once again called road side. They sent mechanic. He advised I was lucky I didn't lose control and wreck. The whole front suspension needed repair. So they sent new truck at 3 am and movers to swap trucks which upon unloading they broke a lot of my stuff. Well the loaded took all day. We stayed in new Mexico again. In morning upon getting on freeway new truck started vibrating. Stopped. Called road side again. Talked for 2 hours well in front of truck service station Penske has contract with. So come to find out new truck has bad tires so here goes another 4 hours. Too late to get on road we checked back into motel. Once up got on to highway to Santa Rosa, New Mexico. That's when truck got flat after inspection in Albuquerque. So back to the phone and another motel.

In morning truck got fixed. Headed back to highway but not after going back to truck service station for new valve stems cause I was losing air. Was told that would be 5 hour wait due to them being busy. So back to a motel. Finally in morning got on highway. Made it to Oklahoma and vibrating started again. Took to truck station. They said tire was cupping. So here we go again I left truck and took car and checked into motel which now are being paid for by Penske but still inconvenient. In morning got truck and back onto highway. Finally at 1 in morning on the 9th day made it home. Even though I been refunded money for truck and rooms plus extra $800 I will never use or recommend Penske. They need to fully inspect trucks before renting to public.

Less than 24 hours before my move, Penske called me to let me know that they were unable to have a van at the location in which I originally reserved the rental vehicle. Instead, they told me I’d need to pick up AND drop off the vehicle on the other side of the city. There was “nothing else they could do,” as vans are in “high demand” at the end of the month. I called Penske back to see if there was anything else they could do, and expressed my concerns about having to take public transportation to get there. On such short notice, was there any possible way they could get a truck to the original location? They told me no. Since I booked so far in advance, I asked why there wasn’t a van at the location, and whether it was normal for them to make such drastic changes to reservation less than 24 hrs before pick-up is scheduled (I couldn’t find note of this being a possibility anywhere in their rental policy). They said it “happens.”

After asking for more help repeatedly, all Penske did was knock some money off of the price (after some nagging from me to make SOME kind of reparation for the new and unexpected difficulties), to account for the fact that I had no choice but to Uber to the pick-up/drop-off location and back, twice, or else walk 6 miles across the city each way. The discount did not end up covering the full Uber costs, and created a lot more stress during the move. The extra unexpected exposure makes it stressful even after the fact.

To top it all off, for advertising their vans and trucks are 2 years old or newer, the high roof cargo van I requested during my reservation did NOT have a high roof, and looked to be a 2015 or 2016 model. I’ve used Penske before, and was satisfied the first time, but this move was an entirely different story. In such difficult times, it would have been nice to have Penske be more accommodating and flexible. Looks like I’ll be going to U-Haul for my next move.

An email shows up saying they are sorry but after investigating the claim, they offer to make things right....good, right? Well they kept my money and complete silence and no refund. I send a follow up email to daniel.schmitz@penske.com, asking what happened...he is the consumer development manager for Penske. Complete failure as he has not replied yet and neither has Raymond Banuelos, the Murrieta manager representing Penske. All I want is an answer and neither has the nuggets to answer back. I even bought a policy, so I learned the policy is a joke as well. Next step is court, cause they may think im going away but thats not the case, lol.

When they opened the truck for her to get her things (an entire house full of things) it was gone. The young man was shocked and of course so was my daughter. One of the employees stole everything and they won’t take any responsibility for it and claim they refunded all the money back to her which they didn’t. The district manager couldn’t be bothered to even return a phone call. After waiting a week I finally called Ryan back at the Carrollton location and they aren’t going to do anything about it. What a horrible experience and awful customer service. I can’t and won’t ever recommend them to anyone. Shady way to do business. I’d have gone with U-Haul but they didn’t have a big enough truck to accommodate her needs. Never again Penske!

Few weeks later check engine light is on again and headlight out again. Same electrical issue, except this time no one at penske will even respond to my emails or return my calls about the issues. Even the financing was an issue. I was told that taxes were included in the financing but when I went to the DMV to get it plated they had not sent a check for the entire amount, was short over $900. Person I spoke to tried to blame me for it then again dark silence, no response. I have sent 6 emails and made multiple calls now to multiple people with no response. The customer service is horrible and it is clear that the ignoring is intentional. I'm a new business trying to get off the ground and provide for my family, Penske doesn't care about the people. I paid over 36k and now I am stuck with a lemon. I would strongly urge people to avoid this company. Truck number is ** if anyone at Penske decides to reach out to me.

I sent in the documents that related to the rental on Feb 5th. After several attempts to contact the sales rep (no response to email or phone messages) I was given another persons name. I contacted them and after 1 week he informed me that he was changing jobs and gave me another persons name. I have not had any success in getting to a person who seems interested in resolving this issue. They were all available when it came time to buy but now the response is non existent. If I ever but another truck it will not be from Penske based solely on this experience.