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.

  9210 E Hampton Dr Capitol Heights, MD 20743-3828

  
• 

  Penske Truck Leasing Co., L.P.

  2470 Westbelt Dr Columbus, OH 43228-3825

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

  4673 Highway 280 Birmingham, AL 35242-5033

• 

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

  1700 Ridgeway W Montgomery, AL 36110-3267

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Penske Contract Number ********. I received an email with additional unexpected charges after returning the vehicle. I rented the vehicle at 88774 miles on odometer and returned at 88803, I have pictures of both readings at checkout and checkin. Instead of being charged for 29 miles, I was charged for 82 miles. Additionally, even after returning the vehicle with a full tank of gas, I was charged for 20.8 gallons of fuel. There is an issue with your system and I need this refunded as soon as possible. 

  Business Response

  Date: 05/12/2023

  I looked over the contract and apologize for the mistake. I have issued a credit totaling $242.40 to the card on file.
  

• Initial Complaint

  Date:04/17/2023

  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 my truck from Penske Used Trucks in the fall of 2022, or at least started the process at that time. To start they said my truck will be released to me in the end of October which I thought was fair because they had to make sure the truck ran fine and fix ANY issues it had before it was delivered to me. They had me waiting until the end of December to release my truck to me. It was impossible to get a hold of anyone who knew any answers and when I asked to speak to a manager they would tell me "they're too busy or the managers are gonna say the same thing the reps are telling me." When I finally got answers, first they were saying they were backed up at the shop and couldn't get to the truck, then they said they were waiting for a part for the truck to come in, and then they said they fixed it but something still seem wrong with it. MIRACULOUSLY, the part that they told me would take months for it to come in was gonna come the DAY AFTER I told them to cancel the purchase and give me my down payment back. Not to mention I lost my contract with the warehouse I was working with and as per their instructions I had insurance active on this truck because "they don't want there to be delays on my end for when the truck was finished." Their words not mine. That's 2 months of insurance payments they wouldn't reimburse me for even though I was following their instructions. Their resolution to this was discounting the truck that I now realize was way over priced. Now it is almost 4 months after my purchase and my truck has broken down on me 4 times! When I reached out because of this I was told Penske can't help me. Every mechanic I went to asks me why I would buy a truck like this because of the transmission codes that haven't been fixed in years and the condition of the engine is very bad. There is rust painted over and tape holding parts together. What was Penske "fixing" in my truck those 2 months they delayed me? I feel stupid and embarrassed. No help at all

  Business Response

  Date: 05/05/2023

  Penske takes all customer concerns seriously and works to provide a quality experience to our used truck buyers. In receiving **.******** concerns Penske quickly reached out to learn more. Upon receiving additional information Penske has made the decision to not assist the customer due to excessive mileage added on the used truck purchased.
  

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising 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 have a bill of sale from penske dating 03/02/23. Before signing I informed them I didn't want to do anything until my vehicle was ready to be picked up. I was told it was completed and ready to go. I put over 11k down on the deposit activated all my insurances and went to see the vehicle I looked at 3 weeks prior and told them the problems I saw. When I went on 03/03/23 nothing had been done to the vehicle at all. I was livid but they said they would take care of it quickly. It is now 04/11/23 and I have been paying fees for insurance and now the finance company wants a payment for a vehicle that I have not even test driven. Every time I call I get the run around. The finance company penske used said they release payment when I receive the vehicle. I'm losing out on work and money and fees (insurance, app fees for my business, tech fees for my franchise, truck payments and so forth) everything because they have not completed the vehicle. All I get to do is play phone tag and email tag bit nothing ever happens. This site wouldn't allow me to upload the rest of my documentation.

  Business Response

  Date: 05/05/2023

  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. ******************************* was able to successfully take possession of his vehicle on 4/21/23. Penske addressed the additional concerns reported by the customer that fell under level 1 sales terms after the sale, and work was completed on 4/28. Penske is working directly with ******************************* on ensuring their complete satisfaction with any outstanding concerns.

  Customer Answer

  Date: 05/18/2023

  [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:04/03/2023

  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.

  Vehicle broke down several times causing me to miss Christmas with my family. Had to spend my own money to fix truck because roadside was to busy to help. For over 8-10  hours no response left in -20 degree temps. Got told when I did get roadside that everything was noted and I would be getting a refund and help from the company. Tried calling for weeks either no one picks up or hung up on

  Business Response

  Date: 04/26/2023

  I have spoken to the customer, and we came to an agreement for compensation. I am currently waiting for the receipt for the tires. Once I have the receipt I will process the refund.
  
  Customer was happy with the outcome and just wanted to have the matter handled.
  
  Thank you.
  
  Kindly,
  
  *****************************
  Rental Support Coordinator

• Initial Complaint

  Date:04/03/2023

  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.

  I bought a 53 dry van from Penske, unit ******. The full payment was completed on April 14th. I was told that the trailer was ready to hit the road. On the 28th March 2023 a light rain hit the area of T3mpl3 TX were I was delivering my first load. The merchandise got wet, the customer took photographs and offloaded the cargo. Upon close inspection I found numerous problems with the trailer. It came without mud flaps. In an effort to hit the road quickly, I bought and Installed them himself. The seals on the doors are damaged. The floor has oil stains. There are holes in the walls, ceiling and floors .It's missing rivets. One whole rail does not have rivets. The axels are not sliding properly. One tire seems to be for another equipment, not a van. My partner ******************* asked for a loaned trailer while this unit is repaired and he did not received an answer. The trailer was dropped off at the ******* trailer sales and repair in Laredo, TX. Today Monday April 3rd, the ******* center service department told us that they are inspecting the trailer today and that is a lengthy process. This type of problems annihilate small business like mine, sunce I am still paying for insurance, truck loans, phone, ELD and other expenses while I can generate profit. Penske can contact my partner ******************* at our business phone number ************ with a proposed resolution.

  Business Response

  Date: 04/27/2023

  Thank you for sending this over to us and allowing us the opportunity to make right by the customer. After making a couple of attempts to reach the buyer, we reached them the afternoon of 4/26. When speaking with them, we were advised that they were unaware of the complaint and that there is no repairs needed. We take these matters seriously and are glad to hear that all is well with our customer.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/29/2023

  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.

  ***** Trucking LLC formerly *** **** *********** LLC mailed in a check as i was told because ACH pulls take a cycle or two to perform for invoice **********, he was set-up on ACH for the automatic pulls. Due to the ACH pull an extra payment applied to the account for this invoice.
  The ACH pull was never reversed by PNC and the check cashed causing me to pay double lease deposit. My bank **** ******* supervisor ***** at ###-###-#### has been working with me to try to get this resolved for some time.

  Business Response

  Date: 05/04/2023

  It looks like an ACH pull charged for the invoice in May 2021. In June 2021 the overpayment amount was credited as a part of their monthly ACH transaction, reducing their June pay amount to Penske.
  
  Both transaction summaries are attached.

  Customer Answer

  Date: 05/09/2023

  [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 June payment was reduced because of the pro rated month. I didn't take delivery of truck until May 15th which will require a pro -rated month. You couldn't charge me for a full month if I didn't take delivery until the middle of the month! please add attachments to my responses to the case. Penske is fraudulent and not crediting me for the two deposits I made on the lease truck. I took delivery of the truck may 15th and the cycles ends on may 24th that is why the month was pro rated for June payment. Also the pro rated amount was too high for 9 days…please see attached monthly lease payment amount I highlighted. Nowhere do I see any credit in the amount of $1565.00 x 2 = $3130.00 which is the check deposit/ACH pull for the same amounts (see attachments) that I made in May 2021.
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/29/2023

  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.

  We got a unit for rent with Penske from West Haven since we got the unit in November, we provided Penske with the COI required, and from January till now they are charging us the insurance, we have submitted the COI several times now and we haven't got a response of when they will reimburse the insurance money. We also paid for supposed damage that they said we run the truck with water on the tank for 9 hours, but they never show us the proof of that, we paid $2000 weekly, and more than a month ago our insurance sent 2 checks about $29,000 and we haven't heard back from Penske of when we will get that reimbursement. I'm attaching the email that has the proof that we sent the accord COI in January 20th.

  Business Response

  Date: 04/27/2023

  April 27,2023
  

  * * * ************** and ** ************** came on the radar of the Managers at Penske West Haven when they started utilizing the same drivers, however when
  they started defaulting on their payments, they insisted they were separate entities.
  

  Penske decided to sever ties with ** ************** whilst allowing *** ************** to keep their equipment (Two Trucks) under the agreement that they would pay their debts in increments plus have a valid credit card on file for his weekly payments as they come due.

  In October of last year when I took over the Rental Department at Penske West Haven, I received a letter from *** **************’s Insurance company that they’re insurance was cancelled. I reach out to **** ****** and informed of the notification I received and that I will be charging him for insurance until he was able to provide me with an updated copy of his Certificate of Insurance. **** ****** disputed that his insurance was cancelled and insisted it was the same insurance since August. During the same period his credit card started declining. 

  January 20, 2023, **** ****** sent me the Certificate of Insurance after carefully reviewing it did not have the specific verbiage that Penske requires. I requested an Accord version of the Certificate of Insurance and I also included Penske’s COI Requirements. I received the accepted COI on March 23, 2023, which I immediately submitted to our Insurance Department. I then removed the insurance charges from his rental however his credit cards continued to declined week after week until requested he returned one of the units.

  Please note since March 15th , **** has refused to pay for the current rental he has claiming he is owed a refund for the insurance plus monies paid out of pocket by
  him for a damage from June 2022 which his Insurance submitted checks for in January 2023.

  I have reiterated that these are separated issues and have directed him the Finance Department that told him he currently has invoices amounting to over $19k which
  stems from but were not limited to damages on a truck he had December 2022.

• Initial Complaint

  Date:03/24/2023

  Type:Delivery 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 writing this letter on behalf of ********** ***** *** to express my extreme dissatisfaction with Penske's services. We paid $26,000 to Penske for the delivery of our truck, which they have failed to deliver. Not only have they failed to deliver the truck, but they have also given us the run-around when we tried to seek help. Our business is about to fail before it even starts because of Penske's failure to deliver the truck. We have been calling Penske multiple times to get help, but they have only provided false promises and excuses. We have been left with no choice but to seek a refund since Penske has failed to deliver the truck to us. We are extremely disappointed and angry with Penske's services. We trusted them with our business, and they have failed us. We demand immediate action to resolve this matter and provide us with a refund. Our business cannot afford to suffer any further losses because of Penske's incompetence. Sincerely,************************************************ ***** ***

  Business Response

  Date: 04/10/2023

  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. ************************************* has successfully taken possession of their truck as of February 3rd, and Penske has attempted to contact the customer to resolve all outstanding concerns.
  
  Very  Respectfully,
  
  *********************

• Initial Complaint

  Date:03/21/2023

  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 made an reservation received confirmation of that ... Drove 45 mins to the location to begin the process of the rental ... recieved a phone call from a Employee ****** saying we arent able to do a oneway ... I ask why she had difficulty in telling me why... I told her just change the reservation to the same location... I start telling my sister this was the 2nd time Penske screwed me she started running her Mouth & told me ... Im not going to rent to you but 5 mins before she called the locations & told the owner not to "Rent to me ... simply because Penske reserved a one way for me ... I proceeded to tell the owner .. Im on the phone with a rep now & she "Supposedly be fixing it ... no yelling nor profanity on my behalf ... yes Im Livid ... I took off of my job to rent a Moving truck to pick up supplies for my 2.4 million nursing home thats under renovations... I asked for her supervisor, she pretended to connect me within 5 minutes the phone hung up .. I called back serveral times one to them laughing & hanging up ... I called Penske headquarters & explained to the person what happen. The person took my information down & advised that their district manager will be calling.. I waited for 45 mins so I called and asked to speak to Lori the district manger she told me we arent able to rent to you because of all the confusion... If this was discriminatory practices at it finest.. Im not entitled but I never thought in 2023 I would be refused to rent a vehicle & it being solely their fault

  Business Response

  Date: 05/08/2023

  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. Penske is sorry to hear that **. ********** expectations were not met upon pickup. Penske attempted to reach a mutually agreeable solution with **********************, one which would satisfy her needs as well as adhere to the policies and procedures detailed in our rental agreement. A member of management has attempted to reach back out to ********************** regarding how we can accommodate her future needs, but regrettably she was not willing to discuss.
  
  Thanks,
  *******************************
  Assistant District Manager

• Initial Complaint

  Date:03/07/2023

  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.

  Penske charged me $987.00 for renting a one way moving truck. Within 8hrs of the move the car had multiple warning signs displaying on the dash. The car wouldn’t go over 35 mph. I called Penske and was told to drive in that condition to their shop. Since we were driving slow it put us behind on schedule by hours. Driving slow with hazards put us at risk of accidents which occurred. We had or Hazards lights on and proceeded with driving an issue car until we got rear ended. Due to bad maintenance and inspection on their vehicle it caused us to be over a day late for our arrival, charges from the non fault accident and most severe the driver who rear ended us lost their life. Instead of Penske getting being proactive with their maintenance and inspection while telling us to stay safe and they’ll send a tow truck instead. The they charge me for the damages due to their negligence and guidance. Which the company should not charge us for damages due to their negligence

  Business Response

  Date: 04/07/2023

  Customer, ***************************, purchased a one-way vehicle from our Springfield, Missouri location in route to Fresno, California location. In route, the unit displayed a transmission light somewhere near the vicinity of Amarillo, Texas. Our 24/7 roadside assistance is professionally trained, and experienced with these matters and instructed the customer to continue driving to the nearest vendor (shop) at a safe location where we would be able to coordinate a vehicle swap / load transfer. These matters were executed within means of readily available resources at the time. Call was taken at 6am, and we were successfully able to coordinate a full swap within the same day at 5pm.
  
   
  
  Our local team has reached out to discuss the concerns of the customer, but we have yet to obtain a response back.
  
   
  
  Thank you for your assistance with this matter.
  
   
  
  Kind regards,
  
   
  
  ***********************
  
  Rental Support Coordinator