Complaints

This profile includes complaints for Penske Truck Leasing Co. L.P., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Penske Truck Leasing Co. L.P., Inc. has 172 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

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

  2675 Morgantown Rd Reading, PA 19607-9676

  
• 

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

  9210 E Hampton Dr Capitol Heights, MD 20743-3828

  
• 

  Penske Truck Leasing Co., L.P.

  PO Box 1448 Elkhart, IN 46515-1448

• 

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

  4673 Highway 280 Birmingham, AL 35242-5033

• 

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

  1700 Ridgeway W Montgomery, AL 36110-3267

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was the driver for Sha'Logistics LLC until December 20, 2023 and they refused to remove my name off as the driver. I don't want to be responsible for anything that happens. I contracted the trucking company but they told me that the owner of the company has to do it but I was the one that used my license to get the trucks.

  Business Response

  Date: 01/16/2024

  Hey ***! We removed you from the contract. Not sure how it got on there, but your good to go! If you need anything else either give us a call or email us.

• Initial Complaint

  Date:12/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Penske Collections Dept has been working with my husband's trucking company on a trailer, Account #****** for several years. Monthly payments of the account have been made on the 1st of each month by debit from my bank account through ***** ******* ****** *****. I am the person that handles the payment for my husband, ****** and send direct payment arranged with Collections Specialist, **** **********. Prior to *** **********, we worked with **** ****** and never had any issues. Payment on November 1, 2023 was submitted as usual and an email was received from **** ********** that only $184.53 was processed and that the balance is shown paid in full. Since the email came on November 1, 2023, no payment was submitted for December. On December 19,2023 a hold was placed on my bank account for $1,734.13 which is pending from Penske Corporation. There was no communication via email or phone to discuss any problems with the account. This is an error and I need immediate resolution to the issue. I have called 6 times, sent numerous emails and continue have no response from the Collections Specialist or Supervisor/Manager. I am told this is under the Risk Management department. This is extremely frustrating and unprofessional to not give the courtesy of a response to clarify the problem. This is disheartening especially at the Christmas time and other obligations we have. I feel disappointed and sad that the representatives of your company treats customers this way. Looking forward to a quick and satisfactory resolution to this situation. **************************************

  Business Response

  Date: 01/08/2024

  Hey ********! Were sorry for the inconvenience but it was a pleasure working through this with you. We just got this on 1/8/2024 but it looks like everything should be settled now. Let us know if you need anything else! 

  Customer Answer

  Date: 01/09/2024

  The Collections Specialist finally contacted me after Christmas.  My account was merged mistakenly with another account and charges were taken from my bank account.  It is supposedly straightened out and checks are to be returned via mail within 2 weeks.  If it is not received in this timeline I will contact all parties again and will keep the BBB undated on what has happened.

  Thank you for your response and concern in this matter, hopefully resolution in close.

  Respectfully,

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

  Customer Answer

  Date: 01/21/2024

  Penske has promised to refund my money due to their error, however I have not yet received the funds.  I was waiting to respond to you because of the status.  The company did admit they were in error, taking funds for another company with the same name based in Colorado.  I will let you know the final outcome once I receive the monies owed.  Memphis TN has experienced extreme weather so the mail has not been running a normal schedule.  Thank you for your communication.  *****************************

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a tractor truck from Penske Truck Leasing on November 2,2023. I paid 2500 in money order for the deposit of the truck. Upon returning the truck on November 18, 2023 I was informed that I would receive my deposit back on the following Tuesday. It is now DECEMBER 18, 2023 and I have yet to receive a dime of my money. I have not been able to buy my kids anything for the holiday. I've called over 50 times to corporate and the local office and each time ends with the same response let me look into it and call you back. Still NOTHING. Christmas is Monday and this is so UNFAIR to my family. I paid with certified funds and its no way it should take this long to refund my money. NEVER EVER USE THIS COMPANY!!!

  Business Response

  Date: 01/17/2024

  Thanks for speaking with us *****. As mentioned, cashier checks take longer to process and the holidays effected that. Process usually takes 2-3 weeks for checks but we are working to expedite the process for you. Let us know if there's anything else we can do for you!

  Customer Answer

  Date: 01/18/2024

  [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: they did not take 2-3 weeks they took 2 months. I was told initially a few DAYS that turned into several weeks!! I will never use them again
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Penske is charging me account 1000$ every week for what they term downtime contract because their truck was involved in a collision with a deer. Why does Penske consider a hit with a deer a customers fault that even if the insurance covers the costs for the damage on the truck the contract forces the renter to continue paying Penske for their truck to be in the shop.Where and who should we ask about this it seems everyone has a different opinion or answers about what is right

  Business Response

  Date: 12/28/2023

  Hello ************* The truck is currently at the body shop waiting for repairs and its in our rental agreement that the customer will pay for downtime since the vehicle was returned with damage. Attached to this message is an image of the agreement.  

  Customer Answer

  Date: 01/10/2024

  To do repairs on a semi with a damaged bumper and 3 inches of broken fiberglass doesn’t take 5 weeks. You can’t charge a customer for a truck sitting in a yard and not worked on just because it’s under contract it’s power abuse those repairs with an outside vendor could be done in a week or a maximum of 2. Am losing money just as Penske is making more. 
  
  As I said yea I don’t think the contract should be followed word for word. 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******************

• Initial Complaint

  Date:12/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a 17' truck from penske on 11/26/2023. When I got the truck the woman filling out the paperwork said she didn't need a payment because a card was on file. Then the next day they started to call me relentlessly accusing me of theft and threatened me with police unless I came back and paid. I was unable to do so as I was already 2 states away. I had to call in and pay for the truck. Then I found put that insurance I declined was added without my permission. Also, the truck they gave us was a total mess. The transmission slips once you go above 50 mph. None of the ports for electronics worked. Could not charge my phone or my father's. Because of this my father spent the night in the hospital. Also because the heat nor the ac worked properly. My father is a disabled veteran with breathing issues. After calling to make a payment the woman I spoke to was rude, talked over us, and only gave a small disrespectful discount for the issues we had. She wanted us to go take the truck in to another location amd trade it in for a new one. As me and my father are disabled we were unable to move things from one truck to another as well as had no money left over to pay strangers to do it for us. A trip that should have taken 36 hours tops turned into 3 grueling days. 3 hotels we had to stay in because the ports in the truck didn't work. I am beyond stressed from this situation and my father is still recovering from having to go to the emergency room. I've used penske before and they were great but this time makes me think twice about using them ever again. What they did and what they put us through is wrong on so many levels.

  Business Response

  Date: 12/12/2023

  Good Afternoon,
  
  I apologize for the inconvenience with this.
  
  It looks like locally we were able to refund the customer for the full amount of fuel since they didn’t receive the rental full.
  
  Based on the issue’s that were stated in the letter by the customer, we were also able to zero out any charges for the rental due to the inconveniences the customer had during their rental period.
  
  Please let me know if you have any other questions.

  Customer Answer

  Date: 12/16/2023

  [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 not recieved any refund of the money I have paid for the rental. They did refund the gas charges before I even wrote this complaint but I have not recieved a refund for the rental for $1,293.62. So they are obviously lying. I also never recieved a call from them. 
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/22/2023

  Hello *****, it was a nice talking to you on the phone. We sent you the documents to sign to get you your full refund! It was a pleasure to work with you.

  Customer Answer

  Date: 12/26/2023

  [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

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Entered into agreement with Penske to purchase a a preowned 2018 commercial truck .I recently started a logistics business from the beginning ,I have hade issues with this vehicle the vehicle went down the first trip out with a load inside the truck. I hade to pay to have the truck towed. To a location for Service where the truck sat out of service for nine weeks .when I got the truck back the truck again went down . Penske has refused to answer any questions regarding this issue a down payment was made as well as insurance payments made while the truck was out of service. Penske has not responded back

  Business Response

  Date: 12/14/2023

  Penske is sorry to hear about your experience and takes all customer concerns seriously. We are currently working on a resolution and attempting to contact the buyer with next steps. While we understand the frustration, we are hoping to turn the experience around. We appreciate your feedback and the opportunity to make things right.

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a truck 4 days later it wouldn't start! These trucks are suppose to go through inspection! Waiting on a tech to call us!! To no avail and rented a Penske was suppose to be 796.50 they over drafted our acct for $1597.94 and there is a overdraft fee of $109 so don't buy a truck from them $33k truck and 4 days later it won't even start

  Business Response

  Date: 11/03/2023

  Penske would like to extend our sincerest apologies for any inconvenience on the recent used truck purchase. We take customer satisfaction seriously, and we are sorry to hear about **. ******** experience. After reviewing the complaint, it appears Penske had already acted and has made the necessary repairs to ensure the used truck meets sales terms originally agreed upon. We understand the frustration this may have caused you, and we are committed to ensuring that you and all our customers have a positive experience with our company.

  Customer Answer

  Date: 11/06/2023

  [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 spent $1600 on a rental for 2 weeks to keep my small business afloat while this unit was getting worked on 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I rented a truck from penske to move from Florida back to Ohio. It took 3 trips to this place to get the original quote. Finally got the price I was quoted and then I go to get truck and this this is a real piece of junk. I drove it home and noticed it had a little wobble and pulled to the right. I should have taken it back then but I thought loaded it might be OK. It wasn't and I left at night so no stopping. Truck was very unsafe. Truck finally broked down in WV. My thing is they said they were going to discount for time spent dealing with this bs. But I got nothing. I'm not looking for a handout. However this company is trash. From the other reviews I've seen now I know I should have just went with another company. But like I said they quote one price then tired to give another. Then sending me and from what I can see from reviews multiple people away with junk trucks. I just wanted to make it known. Thanks.

  Business Response

  Date: 11/01/2023

   I have reviewed the complaint in question and below are the results that were found.
  
  On September 13, 2023, the reservation was created for the customer at the truck rate of $2,457.88.  There were no discounts added to the reservation.  On September 14, 2023, the customer was called, and a voicemail was left for the customer to return the call.  September 15, 2023, the second attempt was made to contact the customer via email.  September 18, 2023, the customer was given a 15% discount.  The truck rate was changed from $2247.10 to $1910.04, as you can see the rate reflected more than a 15% discount.  On September 19, 2023, the customer came into the location to confirm the reservation.  The customer was given another 15% discount to match rate via online the truck rate went from $1910.04 to $1572.97. 
  
  On the pickup date September 21, 2023, the truck was $1,572.97 the contract list $2,247.10 with a 30 % discount truck rate $1,572.97.  The other charges still apply.
  
  Truck Rate $2,247.10 price adjustment: 30% $1572.97
  Car Carrier Rate $29.00
  Basic Insurance Bundle Rate $330.00
  Environmental Fee: $15.00
  Subtotal $1,946.97
  Tax $105.11
  Total Rental $2,052.08
  
  As you see the rate was adjusted as agreed upon.  The Penske Truck Leasing system will always record any rate system notes that show every time the rate was changed and on what date it was changed on.  The changes that are made are saved and we can review them. 
  
  As for the breakdown that occurred, the equipment was picked up on September 21, 2023, and the road call was made on September 24, 2023, at 11:04 AM when the customer was 291 miles away from his destination.  Penske Truck Leasing had a towing company to tow the truck to the customers destination.  The customer called the pickup location on September 24, 2023, and was approved for an extra 25% off and was noted in the system.  The 25% discount was to be given off of the truck rate at the time of drop off.  The equipment was dropped off after hours and the customer did not follow up with Penske Truck Leasing to inquire about the extra discount.  
  
  Since Penske Truck Leasing was informed that the customer was not given the extra 25% discount, we have processed the discount for the customer and the customer will see it within seven to ten business days back to the credit card that was used for payment.  The amount refunded to the credit card was $393.24 plus tax for a total of $420.76; RR#******** for reference purposes.
  
  If you have any questions or concerns, please contact me. 
  
  Thank you,
  
   ***************************
  District Rental Manager

• Initial Complaint

  Date:10/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a truck from Penske on the 25th of September 2023. I paid them $2,239.05 for a week rental. When I picked up the truck the guy at the counter asked me if I needed a trailer. I replied no I have my own. Nothing else was said. I was not shown an agreement. An agreement was not read to me. I signed two digital signatures, one taking the truck into my possession and the other agreeing to refill the truck’s fuel before return. The trucks trailer hitch broke and caused my trailer to hit the ground breaking the jack on the front of the trailer. The foot of the jack flew off and hit my wife’s windshield cracking the windshield. When I spoke with Penske they told me they would swap the truck but they weren’t responsible for my trailer or any damage. I was then charged for the second truck 2,279.20 which was later refunded but left my family and I with no money and stranded in Tulsa Oklahoma. My wife, my 9 month old baby, her son, and I slept in a parking lot. I was then told if I needed anything to go to a service station for Penske, food, gas, etc. the next night we had a tire pop and again I could not fix because Penske had my money. Again we slept in a parking lot and the service department refused to help. When I finally made it to Michigan they told me service would fill the gas so that I could return it and not charge me $8 a gallon. When I did that, the next day they charged me again $392 for fuel at 8$ a gallon which again they processed a return and again I’m waiting for it to process. I am requesting a full refund in order to pay for the damages to my car and trailer.

  Customer Answer

  Date: 11/16/2023

  I have not heard back from the business.  I have not received any phone calls or emails regarding my complaint.

  Business Response

  Date: 12/18/2023

  Spoke with *********************** this morning and was able to learn more about what had occurred during his trip to Michigan as well as the time it took to get ahold of someone to help assist with the issues that took place. Customer mentioned how he had called the district office in Michigan multiple times since September but was never told who he could talk to regarding receiving a refund and to go ahead and file a claim for the damages that was caused to his vehicle during the trip. From hearing about the maintenance issues with both vehicles, being charged twice, and how long it took to hear back from someone I decided to issue *** ****** a full refund and apologized for the poor customer service he and his family had received.”

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance claim due to scratch in truck and they are inflating the actual cost of repair of the truck by the truck collision company and billing me for more. They have submitted the costs accrued to my insurance of the actual cost of repair $1507.86 and has been paid in full. Has invoiced me higher rates of the actual repair bill totaling $1765.63 and has been told this is an error by the employee of Penske to the Branch Manager and still the Branch manger who states he cant change it- they have then turned me into collections of the $765.63 they claim is unpaid. They have wrong billing and a insurance check of $507.86 never applied to my account- plus the overcharges of $257.77 that they decide to inflate the actual repair invoice. This is wrong and needs to be addressed and someone please contact me and the credit collections -

  Business Response

  Date: 11/07/2023

  To whom it may concern:

  Payment was improperly applied to the account. After consulting with ******** our AP department, we found that the payment needed to be applied to a different billing line. We had the payment adjusted and applied it to the correct line and then we credited the remainder off for the customer. We sincerely apologize for any inconvenience they may have caused.