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:07/07/2023

  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.

  We purchased a used 26ft box truck 2017 **** *** with 209k miles and before we could get the truck home from Oakwoodville, Ohio the truck stalled, would not go above 55 mph and the check engine lines came on during the 2-hour drive home. The truck insurance for the unit was purchased June 15, 2023; the purchase deposit was sent June 28th, we picked the unit up July 3, 2023, and during the drive home encountered issues. We were advised the unit was up to DOT Level 1 vehicles exceed DOT standards and have passed our pre-sale inspection. This is a false advertisement and I'm not confident the unit is going to be ready after fixing the issue as it appears the due diligence was not completed as they said it was. I have payments due for the unit that I cannot make money on and is not in my possession to date. I don't know what to do. Please help!

  Business Response

  Date: 07/21/2023

  We are sorry to hear about the customers concern and take each matter seriously. After receiving the following complaint, we were able to connect with the buyer and offer solutions that best suited their needs and situation. As of this week their used truck repair was completed and up to standard. We also provided support to ensure the buyer was fully satisfied. We are pleased we were able to provide a solution and positive outcome to the buyer.

  Customer Answer

  Date: 08/10/2023

  The issue is not resolved. The light came back on in the middle of a load. This is ridiculous! I reached out to ****** and he has not responded yet. Please help.

  Customer Answer

  Date: 08/15/2023

  Issue not fixed

  Business Response

  Date: 08/29/2023

  Penske has been in contact with the buyer since their last response and we have handled their concerns and request. We are confident the resolution and outcome were in the best interest of the used truck buyer, and we are happy we were able to assist.

  Business Response

  Date: 09/01/2023

  Penske was notified of the reoccurring issues and has approved the used truck purchase to be re-reviewed. Penske is currently working with the customer and vendor to bring the unit up to sales terms. We are sorry for the inconvenience the customer is experiencing and plan to handle this matter with urgency.
  
  Regards,
  
  

  Customer Answer

  Date: 09/01/2023

  [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: although Penske has agreed to the repurchase of the unit I have other expenses that would have been covered by business revenue that have now become a liability and no one knows the process of the buyback or how long it will take so that I can work on purchasing a new truck. ****** *. has become unresponsive and **** is trying to help where he can. I asked for a loaner truck and was offered rental discount rates which is a process all in itself. This whole issue is traumatic and draining all because I was sold a Lemon that Penske was aware of before the unit was sold to me. **** advised a letter was sent from **** stating the issue and how long it will possibly have a recall. I'm a woman-owned business in a male-dominated business that is trying to stay competitive and have equal opportunity. What is the process?  
  
  
  Regards,
  
  

  Business Response

  Date: 09/22/2023

  Penske takes all customer concerns seriously and are
  committed to addressing them promptly. Customer satisfaction is of utmost
  importance to us. We are sorry to hear about the customer's experience and
  rejection to our previous response. Upon receiving the rejection, we were able
  to check in on the details of the customer's concerns. While we have worked
  through next steps and finalizing the process for the customer, we had
  requested additional documentation to further assist which we did not receive.
  We are open to reviewing the buyer’s additional requests once the supporting
  documents are received. Thank you again as your feedback is invaluable in
  helping us improve our services and ensure that such issues do not recur.

  Thank you.

  Customer Answer

  Date: 09/29/2023

  [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: Again, no one knows what is what, who does what, and the process for the buy back. Penske has had the truck back in their possession for over a month now and just Tuesday of this week a POA was sent to me to start he buy back process. ****** *. has been silent and hasn't responded to an email since the beginning of August. **** has become dismissive stating someone would reach out regarding the buy back process for weeks and finally ***** seems to want to help but I advised my expenses had not been reviewed and the amount Penske is offering for the buy back doesn't include the down payment. I have attached the email I sent to *****, ****** and **** including the breakdown of my asks, which has doesn't include everything but I think it's fair compensation AND I'm still renting a unit for fair more that I would pay if the purchase had gone the way it was suppose to so I feel that should be included in there as well. The rental is 832.58 plus mileage of .29 per mile. I continue to loose money to keep my business afloat while all of this is being settled. 

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

  Business Response

  Date: 10/13/2023

  We are sorry to hear about the continuous rejection
  from *** *****. Penske feels we have provided amicable solutions with their
  used truck purchase and have exhausted all options in improving their
  experience, but *** ***** has declined each offer made. Again, we are sorry for
  the buyer's experience and will continue to work to improve the buying
  experience for all of our customers.

• Initial Complaint

  Date:07/06/2023

  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.

  Rented a 26' Penske Truck in Centerville, Utah and picked up on May 29th (3 hour delay in picking up as Trailor wasn't there). Movers successfully loaded the truck and my son and husband drove the truck to Naples, Florida. One tire blow-out that was successfully fixed within a few hours, so no complaints there. When the movers were unloading the truck on June 4th the last two rows of our boxes and items were wet, with many boxes completely soaked through and the items inside destroyed. I called Penske and they said they filed a complaint, gave me a persons contact info (left numerous messages and emailed **** ********** with no response) and to let them know when we drop the truck off, which we did. We proceeded to finish unloading the truck and discovered that the truck had likely leaked previously as there was caulking at the top of the truck, with portions of the caulking missing. This lack of due diligence when checking out a truck cost us thousands of dollars in ruined and damaged items. Reservation # ******** (booked December 30, 2022) paid $4,067.77 (we did get the extra insurance on our items, but that shouldn't be a factor here as the truck was unknowingly damaged before we rented it) After not receiving any response from **** **********, I called and got a new claim opened (Claim # ************) as I'm not sure my first claim was even filed. **** ****** followed up on June 12th. I sent her pictures and additional information on the damages that same day with follow-up emails on June 21, June 26 and July 2nd with no response. The damage extended along the entire front of the truck and all boxes in the first two rows contained water damage as the water soaked from the top of the truck on both sides all the way down to the floor and soaked the bottom of all boxes in the first two rows. Among the damaged items were dozens of childhood books, cookbooks, my baby book written by my mom who passed away 15 years ago, some family photos, our air fryer, mixer, additional kitchen items and multiple boxes of our children's clothing (some we were able to wash and they are fine).

  Business Response

  Date: 07/18/2023

  I spoke with *****, and we talked about her experience.
  
  She ran into many issues with the Cargo Box of the truck being damaged. I gave her a $400 Refund for her inconveniences and directed her to the claims department so that she can issue a claim regarding her personal belongings.
  
  I also assured her that she can call me at any time if she needs more assistance.

• Initial Complaint

  Date:07/03/2023

  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.

  $2500.00 deposit was given to Penske and I closed my account and I desire my remaining balance refunded. It's been 3 months and I still have not received refund.*************************** Assistant Rental Manager T: ************** E: ************************@penske.com Penske Truck Rental *******************Morrisville, NC***********

  Business Response

  Date: 07/21/2023

  I have sent another email to the district for a solution.

  Thank you 

  ******* 

  Rental Support 

• Initial Complaint

  Date:06/27/2023

  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.

  Purchased a level 1 truck, waited 3 months instead of 1. Vehicle failed inspection did not meet delivery conditions. Truck has about 17,000 in estimated repairs left to be mad on the vehicle. Penske does not want to cover these issues although presented within a timely considering they had me leaving the truck at several shops for several weeks and i notified them of issues that are not being repaired. They made me pay for an estimate just to not cover these repairs. I have more pictures and videos they will not let me upload. they back out of repairs last minute and left me with this 17000 bill to repair this truck.

  Business Response

  Date: 07/10/2023

  At Penske we strive to deliver a great product and buying experience for every customer. After being notified of ****************** experience, Penske attempted to contact the buyer directly. We have been unable to get in contact with the buyer via phone, but are continuing attempts. During this process, we are taking all details into consideration while identifying next steps. We have re-reviewed the estimate and are hoping to provide a resolution shortly, that is agreeable to both parties. Penske is sorry to hear about ***************** experience and are hopeful we will be able to provide support and turn the experience around. 

• Initial Complaint

  Date:06/25/2023

  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.

  I rented a 26 foot box truck from Penske on 6/21 for business . I have a trucking company and I needed a bigger size truck for a big job. Without any freight on the truck the speed won’t excel rate pass 55mph going up a hill nor will the speed pass 65mph on a flat road. This issue with this is that on some highways minimum speed is 60 mph and the max is 75 mph maybe even could be 80 mph on different highways. I’ve gotten two warnings from two separate officers in Oklahoma, New Mexico. I’m spending more money on diesel fuel and def(diesel exhaust fuel). It’s a road hazard, plus it caused me to be late for my delivery. I called Penske roadside assistance about this issue after the officers warning that I was driving under the minimum speed required. A service guy was dispatched out he said that it was a governor on the truck which keeps the speed a set speed and that he didn’t see anything else wrong with the truck besides that . So I spoke back with Penske road side assistance and I ask was it a governor on this truck that’s causing the issue and he said that Penske and ***** does put speed governor on the vehicle due too insurance liability. I was never informed that a speed governor was on this vehicle at the time of rental nor does it states in my contract that this truck only goes a set speed . If so I wont have rented this truck. I’ve lost time, money and possibly my life trying to drive a truck I have no control over the speed. I might have to pick up speed to move out of the way of another speeding vehicle and I won’t be able to. Penske is putting a lot of innocent people lives in danger

  Business Response

  Date: 06/30/2023

  Good afternoon ************************,

  Thank you for bringing this to our attention.

  I would like to assist with this matter; however, I would need some information.

  Would you happen to know the reservation number or the number associated with the rental?

  If you could please provide this information then I would be able to see what I can do to assist with this matter.

  Thank you.

  Customer Answer

  Date: 07/06/2023

  My rental agreement # ********
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/22/2023

  Type:Order 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 am exercising my right to file a formal complaint with your office prior to my filing of a civil action against this company. My complaint alleges deceptive trade practices, breach of contract and bad faith and stems from water damage to property directing resulting from PENSKE's gross negligence in failing to properly maintain their vehicles and repair a pre-existing leak in a rental truck. As a result I incurred a personal property loss totaling $20, 500.00. PENSKE and their adjustor's came in with an absolute low-ball offer made in bad faith and refuse to take responsibility for property loss as a direct result of their negligence and breach of contract. Despite the fact that PENSKE is aware that I come from a long history in insurance litigation, they continue to conduct themselves in an unethical and bad faith manner and refuse to replace goods destroyed due to their negligence. Upon reading the other complaints here I see it is apparently their way of doing business to defraud and cheat their customers and then expect their customers to incur the expenses for losses resulting from their failure to properly maintain their vehicles. Added points, I am dealing with their bad faith and deceptive business practices at a time when I am dealing with my mother just having a stroke, and I documented all the damages beyond any doubt of their liability, they destroyed one of the most revered jazz music collections in this country, one that has been mentioned in the industry and media several times over and was the source for the compilation of a 13 volume jazz discography library series published worldwide. PENSKE cares less they'd destroy the world if it meant a profit. Let's see what a jury thinks of my lawsuit seeking actual and punitive damages of no less than $250,000.00.

  Customer Answer

  Date: 07/27/2023

  This matter has been resolved

  thank you

• Initial Complaint

  Date:06/22/2023

  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 Penske truck and a tow truck from behind and moved from Geneva New York to Conroe, Texas May 1. A Penske representative put my car on the wrong towing device as well as put it on with a bunch of broken parts. My car has been severely damaged and I cannot get anyone to respond to my multiple phone calls and emails. I’ve been without a car for over two months.

  Business Response

  Date: 07/28/2023

  Hello,

  I sent the case to the district that rented the vehicle and am currently waiting for a response.

  Thank you

  Business Response

  Date: 11/06/2023

  All optional coverages were declined by the customer except for Towing which she did accept. The customer was paid by ****** Insurance based on her repair estimate less the policy $250 deductible. They are working with the customer's shop on any supplements that are needed. Our third-party administrator issued payment in the amount of $250 to cover the deductible on 7/10/23. If the customer has any further concerns with the process, they may reach out to our claims department at ************. 

• Initial Complaint

  Date:06/21/2023

  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.

  I was forced into a purchase by Penske employees who knowingly knew my documentation was inadequate for the purchase. Now they are telling me that I have to forfeit my deposit and can't get a full refund that I am entitled to.

  Business Response

  Date: 07/10/2023

  Penske is sorry to learn of this complaint as we strive to satisfy every customer by providing excellent service. We take each matter seriously and conduct detailed review upon receipt of each complaint. ***************************** provided credentials that were not approved by the agency, PennDOT and therefore the purchase transaction could not be completed. Penske is working directly with the customer on ensuring their complete satisfaction with any outstanding concerns.

  Customer Answer

  Date: 07/13/2023

  [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:06/21/2023

  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.

  We rented a truck from Penske for a local move in Buffalo Ny. The truck ended up being contaminated with an unknown chemical that we believe to be copper sulfate. The Hazmat team said that was their best guess as to what it was, but couldn't test it for sure. As best I can tell, its a translucent powder that turns vivid blue when in contact with water and is exceedingly difficult to clean up. It ended up contaminating all of our belongings and our new home. Our skin turned blue when it contacted this stuff as did the movers. We ended up staying the night in the house on a misunderstanding from the hazmat team (they said it wasn't an IDLH hazard, not that it wasn't a hazard) We have not been able to find a lab to get this stuff tested, we cant find a lawyer to help us because its so unprecedented, and even the cleanup company said they had never even heard about a similar situation before. We both had headaches that weekend and my wife got a bloody nose, so we have been trying to get to a primary dr (we dont have one) but cant get in until august, and we have been trying to avoid going to the ER. Penske said multiple times they will take care of it, but they escalated it out of their company to another organization, ********* ******. They said it shouldn't be a problem getting this taken care of but we have yet to see any actual assistance. We were quoted $19,500 in cleanup costs, but was advised by the cleaning company that this was an unprecedented cleanup, so its impossible to know if that would be complete or not. In addition, there is evidence this has gotten into the HVAC and it has stained the floor. This happened 6-1-23 and we have been out of the home since the 2nd. I attempted to call the NYS DEC pesticide division early on in the process, but was advised that since it wasn't the typical application, they couldn't help us. Penske Refunded the truck but we are homeless because of this and still on the hook for monthly rent.

  Customer Answer

  Date: 07/26/2023

  I now have resolution from the company. After getting bounced around between 5 people, the 6th person was finally able to help us with this situation. They paid a company to come in and clean up the majority of the substance, reimbursed us for our expenses, replaced damaged couches and a bed and gave us some extra cash on top for displacing our family for a month and a half. 

• Initial Complaint

  Date:06/21/2023

  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.

  April 6 2023 I agreed to purchase a 2020 ***** *** Semi Truck Unit ******* from Penske in the amount of $67,000. On April 26 I was notified by ***************************** that vehicle has been serviced by the shop and was ready for pickup. I had the vehicle picked up from Penske location in New Jersey on April 30, 2023. Penske shop still had previous owner license plate on the vehicle. Transporting vehicle back from New Jersey to Missouri several defects on the vehicle occured. Driver side window did not operate, after lowering window i was not able to raise it back up because window switch was broken. Another defect was lane departure on vehicle was causing all the gauges on the vehicle to come on and disable the cruise control. May 1, I notified Penske of vehicle problems. My issue was assigned to Penske rep ************************ On May 3 vehicle was take to Vanguard repair shop as instructed by ************************ DOT Inspection was performed on vehicle and failed due to another issue with the truck that had to be corrected before vehicle can pass inspection. Vanguard shop sent estimate for repairs on May 4. Penske delayed authorizing repairs due to a dispute with vanguard, the reason of paying taxes for service. Vanguard stated parts had to be ordered for vehicle repair. On June 2 I requested reimbursment for truck payment and insurance. I have tried to address this issue with *********************** several times, because it is very difficult to reach her by telephone and she only responds to email i still have not recieved any payment from Penske. I attempted to again contact *********************** yesterday June 20 and again was unsuccessful and I did not recieve a call back from her eventhough i stated to another Penske rep that it was urgent and that there was an issue at Vanguard having to do with the repair order. I have been extremly patient in regards to issue that is the fault of Penske. The handling of this issue has been poor. The communication with *********************** has been Poor.

  Business Response

  Date: 06/28/2023

  Thank you for bringing this to our attention and letting us know that there were unresolved issues. We have worked with the customer to come with an acceptable solution and will have closed the loop on this concern.It is our mission to handle all customer grievances, and we are glad we had this opportunity to help another one of our customers.
  

  Customer Answer

  Date: 07/06/2023

  [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 have sent messages to *********************** on June 21 and 27 along with picture of Issue not fixed by ******** and still required assistance to resolve thus problem. I did not receive a response back in regards to this issue. I did receive a docu sign on the June 26 from ***** **** that was a release of Penske responsibility for any repairs and that their units are sold as is. In exchange they offered me a prorated 21 days of truck payment and insurance in the amount of $2566.37 which is not the correct amount. I did not sign document. Penske is responsible for the repair to this vehicle. I will not release Penske from liability until repair is made and I am reimbursed for truck payment and insurance.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 07/25/2023

  I have contacted penske several times. No response in regards to this issue. Truck was taken back to ******** on July 24th. Shop stated that lane sensor which was the original issue had to be recalibrate. ******** has tried to contact penske in regards to issue and has not been able to speak with anyone. Penske customer service representative have not been helpful and are the only contact.

  Business Response

  Date: 08/03/2023

  Penske has contacted the customer after receiving their rejection to our last response. We were able to identify the customer concerns and Penske is confident we’ve been able to resolve the matter.
  
  Regards,
  
  ***************************
  
  Penske
  
  Manager Remarketing Customer Service

  Customer Answer

  Date: 08/17/2023

  [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,
  
  *************************