Penske Truck Rental

Case in point. Very disappointed in a man who company I once worked for (Roger Penske) 20yrs ago who was centered on customer service to now a company that doesn't care about customers, just $. Even his corporate accounts don't matter. The ones that rent 15 to 30 trucks a month. We will be changing our account. If you ever rent a Penske from Plymouth MI. the Eckles road store look at everything before you leave.

Due to breakdown of own truck. Each week charges would show up without explanation. The rental broke down! So we called their roadside service, which in turn they charge my card for this breakdown. Phone call after phone call was made to try to rectify my account. ** and ** never returned a call. Each one said to me office in Akron handles billing. Lies! I call Akron office. Their billing clerk ** or ** ignores your call or acts as if she knows nothing. Each of these Penske are individually owned (franchise) in which the company owner really needs to read complaints about these franchises.

There are charges on my credit card which have not been explained. I have read about numerous complaints where people have problems with their deposit return. I have never worked with such an awful business. No integrity. A bunch of deflectors and liars. Penske stated it takes 3 to 5 days for deposit return. It’s been over a week. They have the capability to take it immediately so it should be able to be reversed immediately! These folks have gotten away with stealing from their consumers and giving poor service. Small business owner.

I'm seeking a lawyer at this point because I know that this is against the law to sell someone a vehicle knowing that it was in this condition. Prior to delivery which I have proof in an email, Penske states that the truck will go through a two-week inspection before delivery. They will not produce the paperwork on this inspection. It is my hope that my story gets told so that this never happens to another person.

Sitting in my car looking for another rental place. After about 5 minutes he comes out. And very rudely says, "We don't have your truck." Me, "But I reserved one!" Him, "Well we're just a drop off pick up place and wish we weren't." I said, "And you're very rude." His response, "Ya well call 1800 Penske" and walked away. 15 minutes later I get a call from Penske telling me they have a truck. For me that is a 30 minute drive. Was also told my reservation was never confirmed. I have email telling me it was!!! I have always used Penske. Never again. I have never been treated so rudely!!! If you don't like your job find another. For all I know he was the owner.

Truck drove fine the whole trip with the occasional transmission revving too high when going up or down a hill with the button for the tow/haul engaged. I would just hit the button, the gear would change and then I would re-engage the button. The only downgrade for the truck is it didn't have any way for me to charge my phone. Constantly running the maps drained the phone battery but that isn't the fault of Penske. I wasn't thrilled with the gas mileage but that is the way of trucks. I averaged between 8-9 MPG on a 1600 mile one way trip.

The drop off spot was perfect and secure. The rep allowed me to store the truck there for a day while I removed my car and looked for an apartment. I really didn't want to drive around a metro area looking for an apartment with a truck and car carrier. It isn't easy making corners, you are fighting with traffic and lights. Also, unscrupulous rental agent would see the truck with a carrier as a sign of desperation and possibly charge more rent. The rep from Penske even recommended some people to assist me with moving in. I would use them again and I would recommend them to others.

WELL let me tell you... I get to the pick up location in TILTON HOME DEPOT, TILTON NH, Where I am stopped in my tracks when I see the OLDEST truck in the FLEET, the trailer was good. But listen to this... No pads, not swept out, fuel was minus a tiny bit, but worst of all There was NO AIR RIDE, and THIS TRUCK HAD MAXIMUM MILES TO PENSKE STANDARD. WHAT HAPPENED??? I came back the next day another two hours because I thought maybe they would give me a different truck. Ok, The lady overseeing that Home Depot, the CENTER overlooking it, laughed in my face. Said, “Sorry get what you get.”

The total was ranging in the $3,000 range because I was going to California from Vermont, the MOST miles you can go with a truck. SO... The lady tells me over the phone laughing is what it is basically, I paid cash, now keep in mind the lady at the Home Depot now said, “Ok, Cash will be a Hundred dollar deposit,” I pulled out another hundred. SO I take this truck, I drive almost 3500 Miles. So going over the Colorado Rockies this truck ate up so much gas, also NO DEF is ILLEGAL IN CALIFORNIA PENSKE. WHAT WERE YOU THINKING. So I use twice as much as budgeted in fuel, I go thru deserts, and mountains...worst fuel mileage I have ever had in any rental EVER! Sooo It gets better. ENGINE overheats every few hours. Even when I turned off the AC for miles.

SO I get to the delivery, I go to return the truck, and the agent tells me There’s NO PROOF of my $100 deposit. SO THEY NEVER GAVE ME BACK MY DEPOSIT, after I fueled it all the way back up. WORST RENTAL EXPERIENCE of my life. I am truly disappointed Penske, I am going to tell everyone how pathetic this was for you to do this to me. A PAYING LOYAL CUSTOMER. I asked for special needs on this one . I will never rent from you again . Costed me hundreds of dollars in fuel Penske. So let’s recap… My special needs that were not met. No furniture pads whatsoever. High miles on vehicle when I requested low miles. Worst fuel economy no DEF which is illegal in California. No air ride. No air breaks. Not swept out. Horrible customer service. Refused to refund me my $100 deposit.

This is all pretty serious Penske, NOT just for my contract, but for the hundreds of people that will see this post, I may even pay for a newspaper ad and tell my community. I HAVE BEEN SCREWED SO HARD BY YOU. You lost me as a customer. Learn to train your team in customer service skills. YOU ARE lacking big time. I CALLED SIX TIMES on RECORD to follow up to make sure you gave me the best truck possible for this long trip. Documented. But I guess my hundred bucks wasnt documented huh. My one piece of the puzzle is now a snowball effect for losing customers. I know a lot of movers, and a lot of business owners, this was your biggest mistake yet. Thanks for the ** service and for ripping me off!!! Regretfully your last rental from me. Get your ** together!!!

Then, unfortunately the truck had a leak in the corner (of course it poured as I was packing) but I worked around it with some towels and only putting my plastic storage bins in that corner. On the 4th day of driving across country, it rained again and the wipers were terrible. Luckily there was a nearby truck stop where we purchased new wipers. We let Penske know about the leak and the wipers and they were happy to give us a reimbursement. I will gladly use Penske for all of my future truck rental needs and I highly recommend them as a quality company who cares for their customers.

Upon inspection of the tire I noticed that the tread on the both tires was non-existent and the steel belts were showing through almost the entire circumference of both tires. Clearly a DOT violation at least in the CDL world. Had I been descending a grade I am positive I would not have been able to control the truck and trailer and would have crashed. Can't help but wonder what liability Penske has for allowing a vehicle to dispatch with such a clear safety violation as any CDL vehicle would have been cited and forced to park had an inspection occurred by a highway patrol or scale location.

The inspection sticker was several years out of date as well which also makes me wonder if they are following the DOT requirements. I will be reaching out to my DOT contacts and possibly pursuing legal action to the negligence on their part for allowing a vehicle to dispatch with such a blatant safety issue. On a positive note the 24/7 line was quick to help and the company they dispatched to fix the tire was top notch.

Truck they gave us required 4 fill ups in a day as opposed to the other truck which was once a day increase the cost of fuel which we booked with Penske because of the newer trucks and diesel fuel. Have contacted Penske to make it right on 6/21, 6/22, 6/24 and 6/26. Was promised phone call back from Roger and Roger has yet to return it. This would be my second bad experience with Penske. Pick another company.

Once I got to Hays, Kansas I was pumping gas and my car was attach. An hour and half later in Salina, KS I get out and my car vanished. So I made some phone calls including the Kansas State Troopers and they tell me it fell off at a bridge 14 miles off of Hays and that the autobody shop tow it to their location. I called the autobody shop but it was closing time so had to wait till the next day. I also call Penske roadside service to file a claim on their end.

The next day I go to the Salina Penske and they inspect the dolly which was in good shape. I tell them what happen and they told me that the Penske in Las Vegas was suppose to give me a video, manual and that it was my responsibility to hook up my car which in Vegas they never did and took it upon themselves to hook it up. After going to the Penske in Salina and finally learning how to hook up my car by them describing how, I drove 93 miles backwards to the autobody shop in Hays Kansas and was lucky it was still driveable and that the damages which now amount to over $6000 were on the outer surface of my car. I after paying the impound fee got my car on the dolly and not only strap it but chain it up also and that day on 3 hour later drove all the way to St. Louis.

Once I got in St. Louis, started not only trying to get estimates on my car but it was hell in some ways trying to get a hold of the district manager of Penske to talk to us, but we did. We also called Penske's claim department and told them bit by bit what happened. After a week later Penske finally got their adjuster to come out to inspect my car. Also by this time the one who originally was suppose to handle the claim got in touch with us. We email back and forth and show him documentation of the estimate and other cost associate with my car. The trouble was when I got back into St. Louis I need my car for work, not to just drive for work but it was suppose to be use as what I needed to work so I was without making money.

So to fast forward today on 6/19/17 I had a long chat with the person who was handling the Penske claim and it didn't go in my favor, in fact the complete opposite. The Penske employee named Morgan confess based on Penske he didn't not strap on my car when in fact he did. Morgan also did not tell me about the video or manual. Morgan took it upon himself to strap on the car himself. Now I am finding out if the Penske place in Vegas has a camera there both in front of their store and inside to document this situation to show proof he did as I said. When your Penske employee lies that's not a good sign. Either he forgot or is saving face from losing his job or doesn't want to get demoted. Either case I am getting screwed from his lie.

Also the person who was handling Penske claim said that nothing happen for the first 1100 miles of my drive but then falls off in Kansas. I did not touch the Penske dolly the whole time nor was I told by Morgan to check the straps either at when he strap on the car. The only thing I did when I was park at a motel was get in my car to get the keys out since it was in neutral and couldn't do so when it in this position, so every evening when I was parked put my car in park and took the keys out but never touch the dolly. In the morning I would put the keys back in and put car in neutral.

I am truly so piss off of this situation. I would think Penske with all that I have shown would help me out better but they let me rot in the dust. I wish Penske would train their employees efficiently because this is not right on their part and that I should get compensated as a result. One very unsatisfied customer indeed.

I called every week since. I have been getting the runaround every Friday that a check has been sent. I have emailed, live chatted and requested a corporate number so I can talk to someone in charge. They gave me a corporate call center. I Call Center. That can't do anything, they don't even communicate with one another. I talked to someone named Jeremy who told me he was the call center's supervisor. He constantly shut me down and would not let me speak. He said it did not matter what happened to me before I spoke to him, that I had HIS WORD that he would send a check via FedEx. That was two weeks ago, so I assume it's on an island somewhere with Tom Hanks, because I still don't have it.

I called them again, today and got the same damn runaround and that no record of a check had been mailed. I am at my wit's end. I only used them to save $14 using my AAA card, so obviously if I used them to save $14 the $100 is a whole lot more important to me and my kids? This company is a scam. I wish I had done more research but seriously it's a rental truck I didn't think I would need to. It should be pretty cut and dry. It has been a stressful irritating 7 weeks. I just want my refund, is that too much to ask? And to stop being lied to. Has anyone ever actually gotten their money back? Or is this company a complete scam?

After a back and forth (mainly one-sided) correspondence with Penske representatives, no proper resolution has been made. Their final answer has been that I should have read the fine print in the warranty; although after thoroughly reading the warranty there is no mention of fault on my end. I have recently received a check from them that covers approximately 1.3% of my troubles; which makes me neither happy nor convinced that they are taking my complaint seriously. To make matters worse I just received an invoice for all the damages in said truck totaling $5,200.

I called customer service to inform them of the situation, at this point I'm in Virginia. I have to wait for a service guy to come out which I was told would take 70 minutes which ended up being longer than that. The service guy/mechanic gets there, I ask "Are you going to get in or drive the truck so you can see it's losing power and shaking?" He informs me that no he will just follow me and he should be able to tell that I'm losing power and the speed it drops to!! Now I'm not a rocket scientist and I wasn't born yesterday but driving behind me you can actually tell the exact speed that it drops to, losing power and the vehicle shaking, THAT'S BS!! Why the mechanic did not get into the vehicle. I don't know but he proceeds to tell me that his shop is only 8 miles up the road, while I've been sitting here for over 70 minutes waiting and your shop is 8 miles up the road. What the hell!!!

Get to the shop he still never drives the truck, all he did is hook it up to a little black box and says "Oh, nothing showed up and let me call Penske to see what they want me to do." He says Penske said just get back on the road, REALLY even though the truck is losing power and is shaking and I'm driving long distance from NC to Ohio with a 22 foot truck through the mountains!! To top it off the mechanic tells me all of this is NORMAL for these type of trucks to lose power, down to 45 mph which is a bunch of BS!! So I get back on the road and the truck still continues to shake and lose power throughout the whole trip.

I called back customer service to let them know I am still having a problem with this truck and it's a hazard and dangerous when you have a flow of traffic that at some point going 65 mph to 70 mph and all of a sudden the truck am in loses power and it starts to drop to 40-45 mph. The guy on the phone tells me well I could pull over again and wait for service guy to come out, I don't have this it do, to be told more BS!!! No thank you!! This trip was supposed to be seven hours, this trip took over 10 hours!! Ridiculous and unacceptable. So I guess since I'm a female and I'm telling you the truck is losing power they don't seem to take it serious and think it's a big deal!!!

I finally made it to Ohio, by the grace of God!!! I call Penske on 5/6/17, to explain the horrible experience that I had driving long distance with your truck!! The guy of course apologizes because when you're providing customer service that's the protocol. But didn't seem to get that I should be compensated in some way for the inconvenience. Keep in mind I have rented trucks several times from Penske and didn't have any problems!! He says, "Well I could take off $75.00, which is taking off 25% since you already received 22% off having AAA/using a code off-line!!" Wait a minute, this was with no issues, no problems and no inconvenience!!! So to me this was the ultimate slap in the face your 25%!!!

Then he kept asking me, "Well what do you think is fair?", so I threw it back on him, "What do you think is fair if this was someone you knew, a family member or yourself that experience this, what would you do???" He says "Well I can take off another $25 which is a total of $100 being taken off!!!" Then he asked "Well is this fair?" It's not a question if it's fair, the question is what is the right thing to do if someone has experience something like this!! I get things happen but for Penske to downplay the situation and the severity of a truck losing power, is unacceptable.

The bottom line is Penske YOU DROP THE BALL!!!! If I could have had another company bring me a truck, I would have gladly unloaded the Penske truck and left it on the side of the road, this is how bad the truck was driving!!! I am leaving this comment/review because I do not want, (especially a female) to go through or anyone else renting a truck, especially long-distance, to experience this. I will NEVER USE PENSKE TRUCK RENTAL AGAIN!!!! Terrible experience.

Michelle ** the operations manager for Penske Reading lied to me and said my driver told her he was stuck in a snow bank. When I called her out on the lie she admitted that she lied and that she just heard being stuck can break a drive shaft then they tried to take 2,000 from my account for that repair. The trailers are about 9 years old and the wood floors are starting to rot but to Penske their wood never rots (if I had the secret to this I would sell it and be a very rich man) so everything that happens to them is damage.

They told me that they have an "expert" look at it and it's damage when we get a hole in the floor because we overloaded it. I can guarantee that expert has never seen any of my loads or has any idea as to how much we haul. So I stopped the ACH payment and sent them a check for the legitimate amount but that is not good enough so they sent District Manager Brian ** to threaten me that I am in breach of the contract and their attorney will attack me.

I contact district office and all they want to comp is cleaning fee of 30$ because they say they can’t prove the things were wrong. I said, "Can't you call the Home depot and verify the A/C is not working." They said, "No, it would have needed to be shown on the inspection report that you already stated was incorrect from the LA Home Depot." I cannot believe this garbage I have to eat the cost of this because the Home Depot didn't do their damn job. Save yourself time, energy, comfort, and money (because Penske costs A LOT more) and rent Uhaul.

A couple of days passed with no reimbursement so I called the Mobile office and they explained it would take a few days to process, and I would see the funds returned by then. I waited four days with no refund and started calling both offices for an answer. Now I was told a check would be mailed to my residence and I should see it in the mail in a few days. I asked why they didn't just return it to my account and was told this is their procedure. That's not what I was told initially! This sounded like a stall tactic to me so I decided to call their corporate office in Reading, Pa. I told them my story and they said it had to be handled by the original office in Pensacola. So they weren't very helpful. At that point I was convinced that they were going to hold onto my deposit for as long as possible.

I know this situation probably only applies to commercial rentals, and the average consumer may not need to leave a deposit. But just because I own my equipment doesn't mean I'm made of money. That deposit put a massive strain on my being able to pay for operating expenses and the repairs to my truck. Small business that are close to the edge of losing their business, can be pushed over the edge by situations like this. I hope I never find myself in this position again. If I do, at least I wouldn't be a first time commercial renter with Penske and wouldn't be subjected to the deposit, but I would caution anyone else to expect waiting for your reimbursement a long time. And maybe shop around for a company that doesn't have that policy.

I remember asking the maintenance supervisor Robert what the delay was in getting me the truck because I noticed a weird smell like fumes when I went to inspect the truck. He said nothing was wrong and that I picked a great truck since this one DID NOT HAVE A DPF SYSTEM. I truly believe that they were aware of the damage to the DPF filter. Penske says they are not responsible because it's been over 2 weeks since the purchase date. The repair cost is over 3k plus I'm already out almost 1k between the tow and the cost of being broken down in the middle of nowhere. Use them for rentals but for purchases beware! I purchased from Penske because they offer maintenance records and have their own shops and are supposed to be reliable. At the end of the day they should be considered as any other truck dealership, they need to sell trucks and will screw you if possible!

At 7am my sister picked up the keys at the front desk and we drove just far enough to get stranded on the side of the highway about 15 minutes out. After a phone call to Penske they said the mechanic wasn't done with repairs, so why did he leave the keys at the front desk without even a note. We waited on the edge of the highway in Kansas for repairs a little over an hour. We got back on the road all the lights were off so we were excited to get this behind us and finish our drive. We made it to Kentucky before the same warning lights were back on. We once again agreed with Penske to drive to our hotel that we had booked in Tennessee.

We made it there and the mechanic that came out said it would have to go to the Penske shop. In the morning we took the truck to be repaired, three hours later it was ready to roll. We left for Virginia to finish the last leg of the trip. It wasn't too long before the same lights came on the dash. We finished our trip thankfully. When Penske got their truck to the shop they said we filled up the def tank with diesel fuel. We never touched the def and besides the diesel nozzle is bigger than the def filler hole. You'd have to be a half wit or less to make that happen.

Long story short Penske is calling us liars saying that we put the diesel fuel in the def tank and the repairs are on us unless we can prove it wasn't us that put the diesel in the def. They are unwilling to investigate the true reason the diesel was in the def. They just want to pin the repairs on somebody because it's easier to close it this way than to know the real reason. Penske found their scapegoat now they don't have to care about their small customers. Penske is threatening to ruin my sister's credit because they are going to send this matter to collections.

Penske is an unscrupulous company. I don't know how they're still in business obviously not because of their support for the little guy. What happened to customer service? I will take every avenue to make sure this doesn't happen to anyone else. Unfortunately I doubt I'll even have an impact, if I could save just one person from the crap Penske has put us through then it's worth it.

On December 23rd, 2016 we were in Daytona Beach on a big job when we realized that we needed an additional vehicle to transfer some items 60-70 miles back to our home base of Orlando, so we were in search of a small 17' truck early that morning. After checking with a few different places and Penske competitors we came upon a corporate Penske owned shop that was open early and requested pricing. At this point in time we were desperate to find a vehicle and this location had one that was available right then, which was great. What wasn't great was the PRIDE the rental agent took in sticking us with a $600.00 bill to transfer this truck 60 miles for a one day rental. We attempted to explain that we were a commercial customer and had an account with them but this lady was bound and determined to stick it to us 2 days before Christmas and there was no negotiating with her.

We accepted the vehicle because we had no choice at this point, but we left their property with a nasty taste in our mouths and the realization that we had just gotten completely price gouged... Again, 2 days before Christmas! Way to stick it to a returning customer Penske! We will not be renting from Penske ever again because we don't do business with scammers!!