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.

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

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• 

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

  2675 Morgantown Rd Reading, PA 19607-9676

  
• 

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

  Route #10 Green Hills Reading, PA 19603

  
• 

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

  PO Box 391 Consumer Truck Rental Reading, PA 19603-0391

  
• 

  Penske Truck Leasing Company LP

  226 Oxmoor Cir Homewood, AL 35209-6426

  
• 

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

  72 Canal St Putnam, CT 06260-1910

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:10/14/2022

  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 bought a truck and was told preliminary repairs were going to be made on the vehicle non of which were done. I ended up with a truck that was seriously defective even having issues that were covered up to prevent me from finding them. Lucky for me I had a mechanic who caught the trouble before the warranty period was up and because of this I was able to get the seller to cover the repairs as they said they would have done before I ever got the truck. It is from then 08/05/22 to now 10/13/22 and I still have not got the truck back yet. The company constantly drag their feet while I sit here for weeks losing something like $4000.00 to $5000.00 with every week that passes. Truck payments have come and gone and I have no truck...

  Business Response

  Date: 11/01/2022

  Penske takes all customer complaints very seriously and we strive to ensure each customer who purchases a vehicle is satisfied with their experience.  We are very sorry to hear the frustration that ****************** has had purchasing her vehicle.  As mentioned in the complaint, Penske offers our customers a 15 day notification period following their pickup to let us know of any items that do not meet the terms outlined in the sale agreement.  Penske has been working with a local vendor in order to ensure that these issues are addressed as quickly as possible and at this time all items that ****************** has notified us of have been repaired or reviewed.  If there are any additional outstanding issues we encourage her to contact our customer service department at ************.
  
   

• Initial Complaint

  Date:09/22/2022

  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.

  Contract number: ******** Date of transaction: 08/25/22 to 09/04/22 Nature of dispute: Charge for gas when the truck was returned with full tank.The business has not resolved the problem even after contacting them.The rental truck was returned after hours with a full tank of gas. The truck was dropped off at the authorized Penske parking lot (**** ************* *******, ** *****) and the gas receipt was left on the dashboard. Penske charged me $161 for not returning the vehicle with full gas tank. When I contacted the customer service (9/14), they asked me to provide receipt for filling the gas which was provided to Billy M******* (********************@penske.com). The gas receipt is from the gas station across the street on the day of the return. Now the company is changing the story and asking me to provide a photo of the full gas gauge after the fact! If this was a requirement, it should have been mentioned upfront.My hypothesis is someone is siphoning off gas after the key drop off (open parking lot) or perhaps they have dishonest employees. Either way there is a gas theft and they are holding customers responsible for it after the key has been dropped off with a full tank of gas. I did not sign up to guard your parking lots, that is your responsibility. I would like a refund for the gas refill charge.

  Business Response

  Date: 10/11/2022

  We would like to apologize for the fuel charge and have processed the refund of $161 back to the customers card used for this transaction. Customer should see this back on their card in 3-7 business days.
  
  Thank you for your assistance with this matter.
  
  Kind regards,
  
  Cass C***********
  Rental Support Coordinator

• Initial Complaint

  Date:09/20/2022

  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.

  On 24 August I signed the bill of sale for a tractor and paid a total of $11,192 for a total deposit . After inspections I was told the tractor will be ready for pick up on 12 September , once I arrived to pick up the truck it was unable to start and a battery replacement was done on the 13th . When I picked up on the 13th the truck was still not starting and the check light engine came on. The Presale issues was not fixed and now Penske has not approved to fix the vehicle that has basically been on there lot. It has been 10 days no rep has reached out and a truck they sold me is still pending mechanical issues. I am unable to work since I rely on my tractor and there has been no help from Penske.

  Business Response

  Date: 10/13/2022

  Penske is sorry to hear about ****************s' experience as we strive for all customers to be satisfied. ****************s' truck was completed and picked up on September 28th, and the truck is up to the sale terms in which it was purchased. We have been able to find a mutual agreement for both buyer and Penske which is currently being executed. After speaking with ****************** this afternoon, we believe that this will resolve any and all matters with regards to our Bill of Sale.
  
  Thank you for your assistance with this matter.
  
  Kind regards,
  
  Cass C*********

• Initial Complaint

  Date:09/16/2022

  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 bought a semi unit #****** from Penske and sometime in the middle of august immediately upon pickup in Michigan, the truck had a water in fuel light on. I notified the shop manager who said it was sitting for a while and bled some diesel out of the fuel filter housing. The light went away and i continued my visual inspection and drove about an hour away. I was tired from the flight and went to a hotel with the intention of driving the truck back to Texas the next day. The next day i go to start the truck and its in drat mode driving only 5mph for some def issue. This happens and i don't panic i take the truck to a mechanic to force a regen $500. This clears up the derate mode but not the check engine light and during the rest of the trip i had 3 tires dry rot, noticed and oil leak, and a had a leak in my airbag. All of this seems to be from poor preventative maintenance. I bought this truck under the level 2 promise of Penske that the vehicle would pass all dot inspections. I notified Penske and now the truck has been in a dealership for 3 weeks waiting for repairs and my rep ***************************** wont even respond to my emails. I have to speak with someone with no background information every time i call and Im just out on 35k down payment and still have bills while I wait for them to figure this out. I dont know what to do but this is ruining me financially. This is such a horrible business practice and by the time they figure it out It will be too late for me. I have children i provide for and run a small company with no truck now.

  Business Response

  Date: 10/03/2022

  Penskes desire is to please each and every one of our customers. After reviewing the following concern, we've found that this sale was from 5 years ago and was for a used commercial vehicle. In owning and maintaining a commercial vehicle, costs and repairs become part of routine preventative maintenance. We are sorry to hear that the truck did not perform to the customers expectations.

   

  Regards,

  Marco
  Rental Support Coordinator

  Business Response

  Date: 10/19/2022

  Penske is sorry to hear about any negative experience from our customers. We take all concerns seriously and do our best to provide complete satisfaction. After receiving this complaint, we attempted to contact *** *** and provide assistance. We were unable to connect, but have been making attempts to resolve the situation. We’ve been able to establish next steps by completing repairs, assisting with customer concerns, and contacting the customer with our proposed solution. We are working to close this matter out and ensure quality service to *** ***. “
  
  Thank you for your assistance with this matter. 
  
  Kind regards,
  Cass C******
  Rental Support Coordinator

• Initial Complaint

  Date:09/16/2022

  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.

  Received a call informing us the they could no longer fulfill reservation. It was confirmed this would not happen at time of reservation as it's happened in the past. They only offered for us to drive an hour away to pick up a truck which we don't have time to do on such short notice.

  Business Response

  Date: 10/03/2022

  We did reach out to ***** from ******************, and I apologized for the inconvenience we caused his company.  I explained this is a difficult piece of equipment (16 truck with liftgate) to secure so that's why reached out to him 24 hours in advance to let him know we are having trouble locking something down for him.  Even after notifying him, we continued to search not only in Baltimore but throughout the region.  The only 16’ with a liftgate we could locate was in Hagerstown, MD which unfortunately is an hour away from the customers desired pick-up location.  When my associate gave that option to *****, and he was not happy. We then hiked the only dock high truck we had available to his pick-up location.  Although this truck was late and larger than what was requested, we did our absolute best to find an alternative for this customer (especially facing an industry wide shortage of rental equipment due to supplier constraints and new vehicle delivery delays).
  
   
  
  This customer has a reservation tomorrow and we have applied a 50% discount to compensate for the previous inconvenience.  Our goal is to fulfill 100% of our reservations, 100% on time.  While we are not perfect, I do feel we are the best in this industry.
  
   
  
  Kind regards,
  
   
  
  ***********************
  
  Rental Support Coordinator

  Customer Answer

  Date: 10/04/2022

  [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:
  
  Regards,
  
  ***************************************
  
  As I stated in the original complaint this wasn't the first, second or even 3rd time. When the offer was made for Hagerstown, which is 100 Miles round trip, an hour and 10 minutes each was or 2 hours 20 Minutes to pick up then another 2 hours 20 minutes, for a drive of almost 5 hours, so I don't understand how they would think this is even acceptable. Again this wasn't the 1st time. The last time they "accidently" rented it to someone that walked in. I did receive a call from someone that was going to provide a discounted rate, but never received the follow-up email. To add insult to injury I was able to rent another truck this weekend, however it was never checked in until several days later, thus charging my card an additional fee of $260. I did try to call the local Baltimore office, but was unable to reach anyone this morning.

  I do want to make it clear that 1st and 2nd time this happened the staff was EXTREMELY helpful in getting a resolution, even allowing me to have someone else just pick it up without any additional paperwork, due to time constraints. They figure out there would be an issue and was able to reach out in advance, just less that 24 hours. This last time it I had to keep calling about getting any truck with a lift gate, which was requested for the reservation that was many way in advance. I was told I could either take the one in Hagerstown or I wouldn't have one. 

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

  Business Response

  Date: 10/14/2022

  We did reach out to ***** from ******************, and I apologized for the inconvenience we caused his company.  I explained this is a difficult piece of equipment (16 truck with liftgate) to secure so that's why reached out to him 24 hours in advance to let him know we are having trouble locking something down for him.  Even after notifying him, we continued to search not only in Baltimore but throughout the region.  The only 16 with a liftgate we could locate was in Hagerstown, MD which unfortunately is an hour away from the customers desired pick-up location.  When my associate gave that option to *****, and he was not happy. We then hiked the only dock high truck we had available to his pick-up location.  Although this truck was late and larger than what was requested, we did our absolute best to find an alternative for this customer (especially facing an industry wide shortage of rental equipment due to supplier constraints and new vehicle delivery delays).
  

  Regards,
  
  Gloria F**********
  Rental Support Coordinator

• Initial Complaint

  Date:09/14/2022

  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 started my truck purchased 8/8/2022 with ********************* and made my deposit a couple days later I believe it was on the 11th after of $1,000 after ******* insisted I make the down payment because I was pre approved and after that i was emailed bout a week later and was told my vehicle will be ready 8/31/22 near end of day so well pick up on 9/1 words of ************************* Penske Sales Coordinator; she sent over docs signs and everything from leasing company to have notarized and mailed in and also wired transfers instructions I completed everything that exact same day 9/1/2022 after that day there no vehicle no phone calls no nothing days go by I don't hear from no one called *************************, ***************************** which is who I was emailing and having phone conversations with before the funds where received after the funds was received I didn't receive no more answers and no more emails now I'm having to call costumer service to get through to get to someone.. and just incase I forgot I also purchase insurance for the vehicle which cost me bout $2000 down payment now I'm out of pocket of $24,440 in the middle of a recession. My business is taking a huge loss at the moment because this was such a big investment that I depended on.when I eventually called the finance company ******* to see if they had heard anything she stated to me all info was not yet sent over from Penske and she will email them to contact me, later that day ************************* emailed me and stated the vehicle was pushed back because they only had 2 employees and my vehicle will not be completed until 9/13/2022. On 9/13/22 I received no call, no email, nothing. I woke up the next morning 9/14/2022 called costumer service ****** called me back and said my vehicle will not be ready until the 23rd because 2 technicians had just quit. I have never in my life been this stress ever. So I came and started looking for reviews on Penske and boom ppls have been going through the same thang I'm scared and I need answers now

  Business Response

  Date: 09/23/2022

  Penske is sorry to hear about this matter and takes all customer concerns seriously. After receiving this complaint, we contacted ************** to understand the situation and see how we could help resolve her concerns. We were able to identify the current issue and work to find a quick solution. Penske is escalating the situation to decrease any delays in the customer taking possession of their vehicle. We are also going to assist with current expenses to help alleviate any hardships ************** may be experiencing. We will continue to monitor the situation to ensure proper follow up is being made and that the customer is completely satisfied with her vehicle purchase.
  
   Kind regards,
  
  Cass C*********
  
  Rental Support Coordinator

• Initial Complaint

  Date:09/10/2022

  Type:Product 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.

  Penske Truck Rental's website guaranteed us that our truck reservation if made more than 24 hours in advance would be available. We were called an hour before our scheduled pick-up time and the 26-foot truck we rented was still two hours away. We had made arrangements for paid help to load our truck based on having the truck available at the time we reserved. The local representatives helped us remain on schedule by offering to substitute two 16-foot trucks with an extra car dolly. Unfortunately, the trucks did not provide enough seating for our kids, so we had to use one of our teen drivers to drive a vehicle while we drove the two trucks. The extra tow dolly and insurance weren't needed. After our move was completed, the local representatives we worked with agreed to refund us for the tow insurance, tow dolly, and half the extra gas we had to purchase. I have this agreement in writing via email, dated July 22, 2022. I am writing this complaint on Saturday, September 10, 2022 because the promised refund check has not been received despite several emails and phone calls made over the past two months. I contacted the main Penske Truck Rental office through their website and have not received a response.

  Customer Answer

  Date: 09/22/2022

  Re: Complaint ID  ********; Penske Truck Leasing Co. L.P., Inc.
  
  The local Penske branch in Columbus, OH did finally respond and this complaint is now resolved. They mailed a check via ***** and the funds have been deposited into my account.

  Business Response

  Date: 10/13/2022

  ***** ********* was refunded for half of the gas, tolly dolly, and towing insurance for a total amount of $356.97. The customer didn’t receive the check right away due to not having the correct mailing address. We were able to receive the correct address and the check was sent to the customer. The customer informed us that he received the check on 9/21.
  
  Regards,
  
  Marco
  Rental Support Coordinator

• Initial Complaint

  Date:09/02/2022

  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.

  Bought a vehicle(listed as ODOT ready-Class 2) when we went to go get it it had cig lighter not wired had to wait to get it done - once we got it finally drove 1 day and realized brakes leaking and the check engine light and transmission light both came on. Called Penske to get repaired and after 4 weeks nothing has been done- took over a week for them to let the repair shop that they choose know they were paying for it and now being told that repair shop said to old to work on. We are being given any information as to where they are having it repaired or looked at as they have not selected one yet even though its been over a week since they found this out. Its been a month and we still do not have a truck to drive. They said I could take it to one i know and they would reimburse me - told them no as with the customer service I have rec'd could they guarantee that I would be reimbursed within 30 days? they could not guarantee that.

  Business Response

  Date: 09/23/2022

  Penske is sorry to hear about this matter and takes all concerns seriously, while doing our best to satisfy our customers. In receiving **. *****’s complaint, we were able to connect to help understand more details around the situation and what we can do to make things right. After identifying the desired outcome, having the vehicle that was purchased by the customer fixed, Penske is working to escalate repairs. While Penske has been facilitating repairs which were reported withing the 15 day notice period outlined in the Bill of Sale, there have been delays with the selected vendor. We are working to find a quick solution and have offered the customer assistance with reimbursement. We will continue to monitor the vehicles repairs closely and offer assistance to ************** to ensure full customer satisfaction.
  
   
  
  Kind regards,
  
   
  
  ***********************
  
  Rental Support Coordinator

  Business Response

  Date: 12/30/2022

  Penske is sorry to hear about this matter still going on and takes all concerns seriously. In receiving **. ******’s new complaint, we’ve been in contact trying to understand how to best assist. We’ve identified a breakdown in communication between customer and vendor and Penske is working to step in to find how we can help. As time has passed since the original maintenance repairs, we are doing our best to see what has transpired and what involvement needs to happen. Penske has not facilitated repairs on the unit since the end of September and we are working to identify what issues the customer is still experiencing. We are more than willing to work to understand and find a mutual agreement that the customer is satisfied with. We hope to clear up any miscommunication and satisfy ************
  
   
  
   
  
  Kind Regards,
  
   
  
  *******************
  
  Rental Support Coordinator

  Customer Answer

  Date: 12/30/2022

  [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. 

  It is sad that it has taken these steps and threat of legal actions to have Penske do the repairs that should have been done before purchase of vehicle. To claim it was Leval 2 ODOT ready - then to get the truck with bad tires. leaking brakes, faulty transmission, and front end repair needed. Then try and stall out all the repairs for 3 months to not have to correct the issues. 

  I would NEVER buy from this company again due to the fraud that they tried to commit - sell the vehicle a** GREAT truck but you end up with a lemon
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/01/2022

  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 am seeking resolution to 2 issues re: rental contract ********: 1) a $750 refund for charges incurred due to late delivery/contract issues w/ a reserved car carrier (CC) and 2) a contact in *************** I can work with to repair vehicle damages.I reserved and confirmed a 26 truck and a CC for 7/30 at 8 a.m. When I arrived at ********** (VA), the CC was not there. I left with a contract for a tow dolly, which I did not take with me. Later that day, I received a call informing me a CC would be available the next day. The delay led me to postpone my long-distance move by a full day, sleep on the floor of an empty unit, and rush to make it to the destination by the reserved move-in time. At checkout, the truck was not inspected and the CC was not added to the contract. I was told I would be compensated for these issues. On 8/1, I dropped off the CC at ********** (IL). The CC had not been added to the contract and while unloading my personal vehicle, we noticed the front bumper of my car was coming off. Due to the delay, my move was not completed before the end of move-in hours. I was charged a fee for extended moving time and had to hire additional movers to complete the move the next day. At drop-off on 8/2, the CC was still not in the system. I started hearing noises from my vehicle (a cyclical chirping noise and a loud creaking sound) that were not present before transport on the CC. From 8/4-30, I attempted to call and resolve the towing insurance claim and compensation issues. I was promised a call back twice, but never received one. I emailed twice, but never received a reply. I called Risk Management and was disconnected over 5 times and did not get through to a representative until 8/30. They told me a towing insurance claim had already been filed, though I have not yet filed a claim. I am requesting a refund of $750 to cover the expenses incurred because of the delay and contact from someone in Risk Management to facilitate vehicle damage repair.

  Business Response

  Date: 09/14/2022

  This is a two-pronged complaint so I am not sure how you would like us to respond. From an insurance risk management perspective, I can only speak for my team.  It appears that the claim was set up back in August because the truck was checked in with damage. It was handed off to an examiner on my team earlier today in response to two phone calls and an email to a coordinator.  The examiner reached out to ******** via email at 2:18 PM 9/13 for additional details.  I will be sharing this complaint so that she has the missing details. 
  
  I am not sure that you are aware, but this truck turned in with a big hole in the roof.  She did take LDW. 
  
  Best regards,
  
  Jennifer W************
  Penske
  Manager of Liability Claims

  Customer Answer

  Date: 09/18/2022

  [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:

  This response does not address the issues detailed about the late delivery and contract issues with the car carrier. These issues led to a delay in the move, which resulted in additional move-in fees (i.e., a $300 fee for extended moving time and $200 to hire additional movers the next day). Since I reserved and confirmed a car carrier for 7/30, but did not receive one until 7/31, the additional moving fees I incurred were a direct result of Penskes inability to deliver the car carrier as contracted. Therefore, I am asking for a refund to cover these additional costs incurred because Penske did not deliver the car carrier at the appointed date/time, as promised.
  
  In addition, the first correspondence I received from Penske regarding the towing insurance claim was on 9/13. Before that, I have documentation of multiple calls to Penske's Risk Managements 1800 number dating back to 8/4. I was unable to reach anyone until 8/30, when I was finally told that I should contact *************************. I reached out to ****************** via phone on 9/2, email on 9/4, phone again on 9/7, and email again on 9/13. While I understand that this correspondence can take time, it appears that action was not taken until after the BBB complaint was filed; this was over a month after I initially began contacting Penske for resolution about this matter. I have now corresponded with the examiner assigned to the case and will be working with them to assess the damage to my personal vehicle. As of the time of this response, my personal vehicle has not yet been repaired. The response provided does not indicate that Penske will work to ensure the damage is addressed.
  
  Regards,
  
  *****************

  Business Response

  Date: 11/03/2022

  Below is the response on the risk management side with reference to the damage to the personal vehicle and resolution from ************************************************
  
  In response to her experience with the delay of equipment and costs incurred, Penske will be issuing a refund check in the amount requested by ***** for $750.00.  We have submitted the check request today and we are waiting for approval from the accounting department so we can send it out to her.
  
  Regards, 
  
  Andrew
  Rental Support Coordinator

  ________________________________________________________________________________________________

  In response to the last paragraph related to her vehicle being damaged
  
  The assigned examiner has been regular email communication with **** ****** throughout this process.  Details on what she could expect are provided including providing a car rental while her vehicle was in for repairs.
  Payment in the amount of $2,435.69 was issued to ********** ****** at the address on her vehicle registration on 10/17/22 and mailed on 10/18/22.  As of 11/1/22 the check has not cleared. 
   
  Please let me know if you need more information from me. 
  
  Jennifer W**************
  Penske
  Manager of Liability Claims

• Initial Complaint

  Date:08/22/2022

  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.

  On May 6th, my driver took delivery of a truck (******) we purchased from Penske in AZ. It had taken nearly 3 months from when we expressed interest to delivery; I was told that this truck was being serviced. As per our agreement, I had 15 days to report all issues experienced with the truck for Penske to handle. On May 9, the driver reported several issues on the truck and had a breakdown. I contacted Penske and and reported these issues. They provided a roadside mechanic who fixed just the lights, I believe, leaving the major issue: the DEF system unresolved. I emailed Penske asking them for a report from mechanic and let them know the DEF issue was still not resolved. No one ever responded to that email! After numerous calls, I was finally able to get them to send us to a shop for repairs. They claimed all the other issues were resolved; I then asked for the report from the shop and I noticed that no work was done on the DEF system; I again let Penske know and again my email was not responded to. I finally was able to get in touch with another rep and he let me know that Penske advised that there is nothing else they could do about repairs; leaving me with a damaged truck (sold at $83K plus) that I have to continuously put money into because they intentionally refused to have the DEF system fixed!

  Business Response

  Date: 09/06/2022

  Penske is sorry to hear about any issues our customers encounter and take all details into consideration when offering solutions. Penske contacted ***************** immediately after being informed of the situation. ***************** was able to provide substantial information that allowed Penske to review in detail the issues expressed. After reviewing all supporting documents, Penske was unable to find any correlation between previous assistance and *****************'s new concerns. As we understand the cost of maintaining a commercial vehicle, Penske was able to offer financial assistance out of good faith in effort to close out the matter. We are pleased to be able to offer assistance and ensure customer satisfaction.
  
   
  
  Regards,
  
  ***************************
  Rental Support Coordinator