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 Co., L.P.

  2220 Toledo Rd Elkhart, IN 46516-5538

• 

  Penske Truck Leasing Company LP

  226 Oxmoor Cir Homewood, AL 35209-6426

  

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:09/28/2023

  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 purchased a commercial truck from Penske in Kansa City, IL. As I was leaving the location the truck began giving us problems. I reached out to Penske and told them about the issues and someone reached out to me the following day. I drove the truck to the shop of Penske choice. The shop informed me that there was leak in the exhaust and the transmission was bad and that it will take a few weeks to fix the problem. This will make a month that the truck will be in the shop. I reached out to Penske on several occasions about replacing the vehicle or giving a courtesy loaner until the truck is fixed and they are refusing to do anything for the negligence of selling us an inoperable vehicle.

  Business Response

  Date: 10/16/2023

  Penske takes all concerns seriously, and we value feedback. Penske is sorry to hear about ******************************* recent used truck buying experience. We are sorry it didn't meet the buyers expectations, despite our efforts to assist and go above and beyond once we were notified of the after-sale concerns. Our goal is to ensure satisfaction, and we'll do our best to address any further issues or concerns you may have.

  Customer Answer

  Date: 10/16/2023

  [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:

  After getting the truck fixed and taking it to get a DOT inspection, the truck failed the inspection. Penske guaranteed their work and stated that the inspection they give guarantees it will pass DOT. We have had the truck a month and have not made any money off of it. Penske is not going above and beyond. I have to get management involved just to reach a resolution. 
  
  Regards,
  
  ****************************************

  Business Response

  Date: 10/17/2023

  Penske takes all concerns seriously, and we value feedback. Penske is sorry to hear about ******************************* recent used truck buying experience. We are sorry it didn't meet the buyers expectations, despite our efforts to assist and go above and beyond once we were notified of the after-sale concerns. Our goal is to ensure satisfaction, and we'll do our best to address any further issues or concerns you may have.

• Initial Complaint

  Date:09/26/2023

  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 pick up my 10 ft rental at local ********** and got it home to find that it leaks from the cab front right. Another ** had one but when they check it also leaed, there seems to be a maintaince problem here.. Had to settle for a 16 footer, ever try to drive one of those after many years of a car. Get the truck home to load with things to take to Florida and the engine light comes on. At that time truck was full of items I needed to get to Florida in 2 days. The problem is a sensor problem that was supposedly fixed 6 days ago. Not only do I need to be in Florida to receive the furniture for the move there but have to be back in Baltimore on the 3rd for the closing on the sale of our house. What I would like is for Penske to swap trucks, unload and load, and the have someone drive that truck to Tampa area. I will call the local distric office in the morning to see if the will assist. Keep tuned in.

  Business Response

  Date: 10/30/2023

  When we spoke to the customer about the issues, we offered 3 free days as well as 35% off the total reservation. He did take the truck and it was returned in Florida. We’d be happy to speak with you directly over the phone if there is anything else that may be done to resolve this situation. 

• Initial Complaint

  Date:09/22/2023

  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 purchased a truck from Penske 5 months and my truck have been to 5 different ************* and another shop for work. Soon as I drove it off the lot I had to drive it straight to a repair shop. These people sold me a lemon and I’ve lost so much wages due to being out of work every time it has to go in the shop now they don’t respond to any of my emails and basically told me they not doing nothing else concerning the truck. I’m stuck at this very moment because it’s broke again. There’s no way I should be experiencing all these problems for a truck I brought only 5 months ago. I have all my email paper trail, invoices and receipts 

  Business Response

  Date: 10/13/2023

  Penske takes all customer concerns seriously and works to provide a quality experience to all buyers. In receiving the complaint from ************, Penske contacted the customer to understand more. We were able to provide insight on the maintenance of a used truck purchase and helped ensure full satisfaction. We appreciate the feedback and the opportunity to turn an experience around.

• Initial Complaint

  Date:09/15/2023

  Type:Customer Service 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.

  Rented a truck today. Asked to pay cash - the teen behind the counter said, quote, "we don't like to take cash" (meaning they CAN). Asked to escalate. Came back refusing cash. Forced to give a card against my will (security issue) - the card reader wouldn't work, then he queued up the wrong card reader (security issue). He asked me if "I want" the dolly (I paid for one!), so he was trying to rip me off, then gave me the oldest truck in the yard despite at least 10 newer ones - this one doesn't even have keyless entry. He REFUSED to provide my negative feedback to management.

  Business Response

  Date: 09/27/2023

  Hello,

  The concern about not being able to take cash is because we did not have any change available to be able to give exact change.  My associate said this was communicated to the customer.  Since this was the case, and the customer still wanted to rent a truck payment did have to be processed with a credit card but was not forced or swiped without the customers permission.  The card reader can sometimes go to sleep which means we have to use the 2nd card reader at the branch.  Attached is the rental agreement and the only important information is that this truck the customer received is not the oldest unit on the lot, but rather is a 2021 with 52,700 miles on it.  We do not rent trucks that are older than 5 years old or more than 100,000 miles.  My associate explains that they never refused to communicate feedback to management, as it was communicated to the branch rental manager the same day.  My associate did their best to overexplain necessary details of the reservation and expectations of the contract and at no point did my associate try to hide the fact that there was a hand truck on the reservations, but rather, was trying to confirm the need for it.  We are open to further communication if it is needed to resolve any outstanding issues.

  Customer Answer

  Date: 10/10/2023

  Their response was not communicated to me.

  What the associate told this manager is a lie.  They refused to take my feedback - thus none was communicated.

  The truck was old.  You can't even buy a vehicle without some form of keyless entry.

  As far as being forced, the answer is, "okay Mr. Customer, we will accept the cash, but we can't give change" - that's fine.   Refusing to accept cash (which is what happened) is forcing me to use a card because the rental is required.

  A choice of "rent or no rent" is not a choice.  It should be, "you can do cash but we require exact or you don't get change".  That's not what happened.

  And I was never contacted directly by Penske, which is what I requested originally.
  

• Initial Complaint

  Date:09/13/2023

  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.

  On Aug 5, 2023, the driver of a Penske van (gave name as *****) backed into my ***** ****** and left a dent in the right front panel and a little damager to the front bumper. The driver left a note on the windshield acknowledging this action. On Monday, Aug 7, ***** filed a claim with Penske and sent me the claim number: **********. I provided photos of my car on request, and ***** sent the license plate of the ********************** **** Indiana *******.I called Penske's main claims line at ************ (this is where I was given the claims number) and told the claims adjuster had the photos and would call me on Friday (Aug 11). No-one since has called. I called the main line several more times and got the name of the claims adjuster: **************************************** (phone ************) and later her supervisor *************************************** (phone ************). I have called and email both to no avail; ******'s line is not even taking messages. No-one has returned an email at the time of writing. As we are six weeks out from the accident, I have lost patience with the company and hope for your assistance. Penske has the photos, and of course there is a phone, text and email chain to substantiate what I've written.

  Business Response

  Date: 10/06/2023

  I am writing in response to the complaint submitted by ***************************. Please see the details blow.
  ? 08/07/2023 Customer who renter the Penske equipment reported the claim via email.
  ? 08/08/2023 First reporting set up a claim with the information in the email from the customer.
  ? Documents are pulled to match the rental timeframe with the date of loss and time.
  ? Internal investigation is started to verify valid coverage for the date and time of the loss.
  ? 9/26/2023 ******** received BBB complaint and emailed complaint to the Liability Claims Manager.
  ? 9/27/2023 Outbound call was made to the claimant, **************** and voicemail was left by the handling
  claims examiner.
  ? 9/27/2023 Outbound call to the customer to explain the state limits on the claim.
  ? 9/28/2023 Inbound email from the claimant informing he received a phone call from the claims
  examiner, he states her phone number is full and could not accept messages when he called. He also
  stated he found it odd she called after the complaint was filed and would let the BBB know what
  transpired. He advised to communicate in writing until her voicemail is clear.
  ? 9/28/2023 Claims examiner attempted to call the claimant 2 more times and left 2 more voice messages.
  The examiner also followed up with an email apologizing for the delay and the experience. The examiner
  expressed wanting to resolve the claim for **************** and thought calling him to speak to him directly
  would be a way for him to express his concerns. The examiner requested multiple items needed to move
  the claim forward to resolution in the email.
  ? 10/04/2023 Outbound phone call to **************** left voicemail, followed up with an email asking if he still
  needed assistance with his claim. No contact from **************** since.

• Initial Complaint

  Date:09/12/2023

  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.

  On 8/5/2023, I reserved a Penske Cargo Van scheduled for a 8/13 pick up. On 8/12 a Penske dispatcher called to let me know that a van was no longer available to pick up on 8/13. After a lengthy discussion, I was told that if I went to a different pick up location there would be a van available. On 8/13, I arrived at the new pick up location and the representatives there informed me that there was no van available for me. I waited for over an hour as they called to the Penske dispatch team and finally allocated a van onsite for my use. This van was in poor condition. All of the tires were under-inflated, there was low windshield wiper fluid, and the entire vehicle smelled strongly of cigarettes. These were all significant issues as I started a 1,200 mile journey from Chicago, IL to Austin, TX. I tried many times and failed to get rid of the cigarette smell, I had to find a use an air-compressor to fill the tires, and I filled the wiper fluid reserve myself. All of this added additional expenses, time, and stress. I informed the staff about these issues when I dropped the vehicle off and I requested that I be contacted by Penske when I completed my survey. I have not heard anything from a Penske representative

  Customer Answer

  Date: 10/24/2023

  I did hear from a representative from Penske. He did provide me with a partial reimbursement which I feel resolved the issue.

• Initial Complaint

  Date:09/12/2023

  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 an agreement to purchase a vehicle that is not and has not been in working condition since the sale of the vehicle. I have paid a down payment of $13,608.39 plus insurance, taxes and other fees for the purchase of the freight line vehicle. I have contacted the company numerous times to request the return of my deposit since the truck has not been delivered according to the contractual conditions and is not in accordance to the Level 1 Conditions as advertised. The agreement signed advises that if there is an issue upon deliver remedy may be made by repair of the vehicle or cancellation of the contract. I am requesting cancellation. The following instances occurred: 8/7/23 I made my final deposit payment of $12,608.39; I also paid a $521.75 for insurance upon notification the vehicle was ready. 8/10/23-notified that the truck was ready, when I arrived I was advised by ******* that the truck would not start, they needed to charge the battery and the check engine light popped up and they were trying to fix any associated issues. 8/18/23called Penske, spoke to *** ******* ********** to advise that due to a delay in delivery of the vehicle in the represented condition as indicated in the agreement, I was requesting a full refund or I may accept selecting another vehicle that meet conditions of sale, he refused to initiate a refund or replace the vehicle. 8/28/23, I picked up the vehicle and drove about 40 miles the truck made a loud noise and truck would not move. I notified Penske. I was told that they were unable to provide a tow truck or initiate services, and that I would have to pay for tow services and they would provide reimbursement. I paid $1,282.50 for a tow truck with the agreeance of reimbursement that I have not received. The vehicle currently remains in the possession of Penske and they have no knowledge of when it will be repaired and are refusing a refund. This is my final step in remedy before pursuing legal action.

  Business Response

  Date: 10/06/2023

  Penske takes all customer concerns seriously and works to provide a quality experience to all buyers. We sincerely apologize for the frustration and poor experience you've encountered. Your feedback is invaluable to us, and we understand your concerns. We are actively addressing the situation and working to meet your demands to ensure a more positive experience. Please know that your satisfaction is our top priority, and we appreciate your patience as we work towards a resolution. Thank you for bringing this to our attention.

  Customer Answer

  Date: 10/11/2023

  [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:Nothing has been done, and i can not get a direct answer from anyone.I was told that i would get $12,608 my down payment,$1,000 deposit and 1,282.50 for tow truck when i ask about the 1,070.89 I paid in taxes on truck or 300.25 i put in fuel i get no answer.this has be going on for 2 month and i didn't even ask for all of the other money i spent on this truck,such as 1300 i spent on insurance 500 on plates, and much more.if i talk to someone they will never give me a direct answer,i have been really patient,just to be treated so bad.All i want is my money back so i can get back to work,

  Regards,
  
  *********************

  Business Response

  Date: 11/24/2023

  Penske is sorry to hear about the customer's experience and rejection to our previous response. Upon receiving the rejection, we are reviewing their concerns and working to find the best course of action. While the process they are in can take some time, we are doing what we can to have the customers funds returned as soon possible.

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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 on I-20 and a Penske truck cause damage to my vehicle. I pulled over and the truck kept going. I reached out to Penske to file a claim and I was assigned a claim number and promised a call back. After a week of no communication I reached out to Penske and received the number of an adjuster. After multiple attempts to contact them I then called back and received a supervisors number. Long story short I have called all the way up to the director of claims and I have sent multiple emails and I have received no communication. I feel as though I am being deliberately ignored in order to devalue my claim and I am now forced to consider hiring a lawyer.

  Business Response

  Date: 09/19/2023

  Claim filed by the claimant 8/29/2023 without any Penske truck information -no unit# no plate# no way to know what truck was involved in the alleged loss - Claim was assigned to an examiner on 8/29/2023. The claim examiner reached out to the claimant with the phone# that was placed on the 1st report. The examiner received a message that the voicemail was not set up and the line was disconnected this was at 3:21pm on 8/29/2023. On 09/07/2023 the examiner attempted to call the claimant again at the same# on the first report and received the same message the voicemailbox had not been set up. On 09/11/2023 I had received an email chain from the claimant with a different phone# asking if someone could reach out to her. I had a Sr Examiner contact her that day to discuss the claim. The examiner informed ************************ that we were provided a different phone# and went over the description of the loss that V1 ran over a tire tread, and it hit her car and she pulled over she did not get any truck id and did not call the police. The claimant felt we had a way to find the exact vehicle that was involved we informed we do not and suggested she contact her insurance for assistance and was advised we would issue a denial.  If this was not a tire from our truck it would be road debris and would not be covered. The claimant hung up on the examiner. Denial was emailed to the claimant. 

  Business Response

  Date: 09/20/2023

  This claim was reported the same day as the loss 8/29/2023.  Claim was assigned to a claims examiner on 08/29/2023.  The claims examiner did open, and attempt contact on 8/29/2023 using the phone# provided to her on the 1st report that came to our office. A phone attempt was made on 8/29 and again on 09/07 both times a message was received stating the voicemail box was not set up and the line was disconnected.  On 9/11/2023 Management received a string of emails that came in from ************************ requesting contact and this email string had a different contact phone# for her.  The phone# was taken down incorrectly upon the first report, which we apologize for. 

  A Sr Examiner was asked to make contact with ************************ before the end of the business day on 09/11 to discuss the claim.  Contact was made with ************************ on 09/11/2023, a description of the loss was obtained. Two items were determined, there is no identification on the truck involved and ************************ thought we would have a way to find the exact vehicle involved.  We cannot with what we have on this.  Also, the description of the loss is the truck ran over a tire tread which hit her car.  This would be road debris/road hazard and would not be a covered liability claim. 

  The Sr Examiner suggested ************************ contact her own insurance for assistance and was advised we would issue a denial.  ************************ hung up on the examiner before she could provide any other information.  The examiner did issue the denial for no identification of the truck involved. We would also issue a denial for the road debris/road hazard once the truck is identified.  If she needs a denial for the road debris for her insurance, we can provide this to her, it just will not have any truck information listed since the truck is unknown. 

  Thank you, 

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

  PL/PTL Liability Claims Manager 

• Initial Complaint

  Date:09/06/2023

  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.

  When shopping for commercial insurance to rent a truck from Penske, the representative from Penske advised me to get the Physical Damage Coverage through Penske instead of *********** or any other insurance company just because they could offer the same coverage at the same price and Penske had its own shops on site, if anything was happened. Because of that we went ahead and got the Physical Damage insurance from Penske for $140 a week (approximately $560 per month). A few days before returning the truck, a tree branch fell on the side of the truck and damaged one of the side bumps during the storm; the truck was returned on 6/21/2023 and *********************, the Assistant Rental Manager, said that we didn't have any coverage for that, but when I asked him to show me where in the contract said that, he refused to answer. I tried to talk to several people from Penske in regards of coverage but everyone refused to answer and ignored my emails and this went on for weeks. There were 7 people involved: *************************, **************************************** *********, ***********************, ***************************, ******************************* and **************** Yesterday, 9/5/2023 I got a bill in the mail for $7,786.03 with a due date of 9/9/2023 and Penske is going to run the card that they have on file for the charges, but I never got any response of why I didn't have coverage for damages because of a falling tree branch and I never agreed to pay $7,786.03 which is excessive for a cosmetic repair.

  Business Response

  Date: 09/13/2023

  With assistance from the Bodyshops estimator and manager, there is clear evidence that suggests the truck did not have a tree branch fall down, but rather the truck hit the branch. We have spoken to the customer numerous times about the coverage, why they are liable, breakdown of costs, and virtually everything they had questions on but are insisting they are not liable and continues to claim he has been ignored. We have sent numerous emails to them with pictures and explanations of the bill and requested proof as to a branch falling on the truck but have not received any. At this point, with the customer suggesting legal advice, I have referred him to Risk Management and notified my associates to halt any further communication to the customer. 

  Business Response

  Date: 09/13/2023

  Sreenshots sent with Penske's response to customer. 

  Business Response

  Date: 09/13/2023

  With assistance from the Bodyshops estimator and manager, there is clear evidence that suggests the truck did not have a tree branch fall down, but rather the truck hit the branch. We have spoken to the customer numerous times about the coverage, why they are liable, breakdown of costs, and virtually everything they had questions on but are insisting they are not liable and continues to claim he has been ignored. We have sent numerous emails to them with pictures and explanations of the bill and requested proof as to a branch falling on the truck but have not received any. At this point, with the customer suggesting legal advice, I have referred him to Risk Management and notified my associates to halt any further communication to the customer. 

  Customer Answer

  Date: 09/13/2023

  [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:
  

  The information that Penske is providing is not correct, for starters, since day one after we returned the truck back in June 21st, I have been asking for a report and documentation which they neglect to provide for months. All the communication was through emails so I can prove that I AM the one that has been trying to get an answer and I was IGNORED for all 7 people included in that email; also, they never asked me to provide a prove of the fallen tree branch, otherwise I would have sent it to them months ago, but they tried to ignore my emails and hope that the problem would go away. I am attaching the picture here showing the tree branch laying on the side of the truck after the storm; this clearly shows that whoever was in charge of this issue is not telling the truth. I have the emails and picture to prove my point.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 10/12/2023

  It has been a month since I replied to Penske's comments when the representative claimed that they tried to contact me and ask for proves, that was never the case, and I even sent him the picture of the tree branch when it was found by my driver after the storm but I haven't heard from them since then; Moreover, Penske ones again ignored my comments and someone from Penske called me yesterday requesting a payment.

  I paid the insurance to Penske for over 2 months so I would have coverage, and I sent them the picture of the tree branch but they are just ignoring me. 

  Business Response

  Date: 10/27/2023

  We asked our body shop and repairs team to expertly analyze the damage. Because of the structure of the damage, the tree was struck by the vehicle rather than a tree branch falling on the truck. Per our rental agreement, regardless of how the damage occurs, under contract, the customer is responsible. When the customer came in-person to the location, he met with my assistant *****, and they both went to look at the truck. There was damage to the mirror that the customer was aware of, but the customer was unaware of the damage to the corner cap and roof rail. 
  
  The rental sales representative and I also supported the customer to use their own insurance for damage by providing the requirements and option to update the contract anytime. The customer refused this option and decided to continue to use Penske's damage coverage but is unwilling to pay for the repairs. 
  
  Kindly,
  *************************
  Rental Support Coordinator

  Customer Answer

  Date: 10/27/2023

  [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 the people from penske keep changing the story, I understand now why Penske has so many complaints and unresolved claims.

  1) Penske has a copy of the picture of when the damage happened, the picture is time stamped and them agreeing that there is damage on the "side" mirror too contradicts what Penske "body shop" claims that happened, so they could deny coverage.

  2) The damage coverage insurance was purchased from Penske, so Penske is the insurance provider in this case.

  3) The Damage Coverage policy from Penske and/or contract does NOT say that Penske will not cover damages if a damage was done under those circumstances. 

  Regards,
  
  ***************************

  Business Response

  Date: 11/30/2023

  The customer declined to go with *********** and decided to take our Limited Damage Waiver. We encouraged the customer to create an umbrella policy on top of their liability with Progressive. The contract was signed by the customer which included a page explaining the limited damage waiver, including a list of exemptions. The roof damage was made by the customer making contact with a branch/tree and would be listed as an exclusion on commercial contract, For commercial Rentals, insufficient clearance (height or width).The customer is refusing to pay the invoice for the roof damage, but the contract they signed states that they are responsible for any damages, in the list of exemptions, to the unit while in their possession.

  Customer Answer

  Date: 12/13/2023

  [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 think that this is either the 3rd or 4th time that Penske changes the story, but they still can't get it straight. This is exactly the reason why they have so many complaints and unresolved claims. In a nutshell:

  1) Penske's sale rep encouraged us to buy the insurance from Penske INSTEAD of *********** and now that there is a claim they are trying to deny coverage. 

  2) A fallen tree branch has nothing to do with insufficient clearance, Penske has the picture of when the tree branch was found on the side of the truck after the storm, but they still are trying to find an excuse to not to pay.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/27/2023

  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.

  On July 27, 2023 I purchased vehicle (Unit ******) from Penske. The vehicle was said to be in Level 1 condition. Upon delivery of vehicle I noticed the vehicle was not in Level 1 condition. I called my sales coordinator and reported the issues. She sent the issues over to Penske service coordinator. They told me that they would fix the issues, but they were not going to give me a loaner truck while my truck was being fixed. I paid $30,000 for a truck that was said to be in Level 1 condition but was not and they told me I would have to pay for a rental while they fix my truck. I should not have to pay for a rental when in fact there was false advertising on the vehicle. So I need a loaner while they fix the issues with my truck

  Business Response

  Date: 09/15/2023

  Penske is sorry to hear about *******’s experience and we take all customer concerns very seriously. We’ve been in contact with ******* and coordinated repairs, but he was unwilling to work to schedule the used truck for repairs to bring the unit up to sales terms. We plan to review the situation in detail and offer the best solution for both the buyer of the used commercial vehicle and Penske. As we continue next steps there will be communication directly with the buyer to provide insight and clarity to ensure they are fully satisfied.

   

  Regards,

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

  Customer Answer

  Date: 09/15/2023

  After seeing this message today Friday September 15, 2023 I reached out to speak with ******* ****** which I never did. I was placed on a 10 minute hold. When the lady came back to the phone she told me my case had been closed. So I’m trying to see why ******* lied and said they coordinated repairs but I refused to take the truck to get the repairs done. I told the guy **** ****** I could not just leave the truck without having a truck to do loads in because I had already had loads for the truck. He told me they would give me a discount on a rental, which I told him I should not have to pay for a rental because I purchased this truck in Level 1 condition meaning it was suppose to be ready for the road. I told him I could take the truck in and let *** look it over and get a list of everything they would need and set up a date that they could do the repairs. He told no I would have to leave the truck. So I asked for a refund due to the fact of false advertising and he told me “we don’t do buy back so go get you an attorney”. I need my truck fixed or give me my money back and I can go elsewhere and purchase a truck. That’s a simple resolution