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

  
• 

  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:01/26/2023

  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.

  On 09/27/2022 we purchased a 2015 Hino 268 from a Penske dealership located at ************************************************* which had a number of mechanical issues: Pickup: First mechanical issue: 09/28/2022 Delayed in **** ** Second Mechanical issue: ******************************************************************* Third Mechanical Issues: 11/19/2020 *********** Oh The Hino sat from 09/31/2022 to 10/17/2022 before going into the shop. Penske contacted ********* ********** to perform the repairs. Please see attachment to determine extent of the repairs needed upon purchase. It should be noted that the truck was supposed to be a level 1 vehicle which states that Trucks are inspected and are above DOT requirements. However, this truck was never inspected which was explained to us at the pickup location and can be determined by the level of repairs needed. After the truck was released from ********* ********** **** we were under the impression that the truck was restored to level 1 condition and DOT requirements. After picking up a load in ********** destined for *********, we had our driver head out. The truck ran fine until he made it to ********* **** where he stated that the truck began to knock and smoke. At that point he pulled to the side of the freeway to examine what was happening to the truck. Upon lifting the hood he noticed that a large amount of oil was all over the engine and undercarriage of the hood. It should be noted that the truck had previous gasket issues, oil leaks and other related issues. On 1/17/23 we came to the realization that Penske was not going to assist us in this matter and decided to pay for the repairs needed to bring the truck up to DOT standards. We contacted ******* ***** ******* to proceed. They completed majority of the repairs they found before running into major problems that require a new assessment of the truck. The engine would not turn over due to what was assumed was rod and mains damage.Please see full report

  Business Response

  Date: 02/21/2023

  Penske is sorry to hear of the frustration expressed by **************** *** in purchasing a used commercial vehicle.  We take all complaints seriously and work to ensure each customer has a ******************* experience.  Following their deposit, the vehicle went through a thorough level 1 prep as was agreed to with the sales agent.  As outlined in the sale agreement, if a vehicle does not meet delivery conditions, Penske shall, at its option perform repairs.  Penske has worked to resolve any concerns that were raised and will continue to work with the purchaser to resolve any issues to the best of our ability.

   

   

   

  Best regards,

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

• Initial Complaint

  Date:01/13/2023

  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.

  We have a vehicle lease agreement with Penske executed and signed on 25th of June 2021: we've been paying since 2021 under contract as per stated above. We are under the impression that the contract was initiated back in 7/29/2021 like it's refelected on the Penske Fleet Insight website.We've been paying "interim units" since 2021 because there was 0 inventory on Penske's end, thinking that we were already under contract, once the units were ready we would just swap, no changes to contract. New Units just came in 18 months after the agreement was signed, but we don't agree to set the date of "Contract effective date" to January 2023 and start the 60 month term again because the agreement apparently starts on "day of delivery" if we've been "under contract" as per the website since 7/29/2021. All we want is for Penske to respect this date as the contract effective date. We do not want to extend the lease and have a commencement date of January 2023 because this is the "delivery date" of the new units that were backordered and parked due to lack of radars, missing parts, etc due to manufacturing reasons. We understand it's not Penske's fault, it's probably between them and the manufacturer of the units, but we should be able to keep the original contract effective date as per the website.In the meantime, we are having a third party reviewing the legal documents to see our options. For now, we have no balance due to Penske, and we are cooperating 100% in sharing our thoughts and opinions as well as maintaining professionalism.

  Business Response

  Date: 02/24/2023

  February 20, 2023

  Dear *** *****: 
  We are in receipt of your correspondence dated January 23, 2023 and enclosed Complaint  submitted by ***** *****, Owner/Manager of ***** *** (“Customer”). Please accept this  correspondence as the response from Penske Truck Leasing Co., L.P. (“Penske”). 
  By Vehicle Lease Service Agreement dated June 24, 2021, Penske agreed to lease to Customer,  and Customer agreed to lease from Penske, two (2) Vehicles, among others, each for a sixty-month term.  While *** ***** argues, in her Complaint, that the beginning of the term for each Vehicle should be the  June 24, 2021 “effective date” of the VLSA, Article 1.a of the VLSA explicitly states that the term for  each Vehicle shall begin on each Vehicle’s “in-service date”, which is defined as “the date Penske  notifies Customer that the Vehicle is available for delivery” (emphasis added). This date is not, as  Customer asserts, the June 24, 2021 “effective date” of the VLSA but, rather, is January 2, 2023.  Accordingly, the term for each Vehicle did not begin to run until this date. 
  Notwithstanding the foregoing, Penske values every customer relationship and, in that regard,  would welcome a dialogue with *** ***** to discuss potential options for resolving this dispute. We  encourage *** ***** to reach out to our District Manager, ****** ********, to discuss further. 
  Very truly yours, 
  
  

• Initial Complaint

  Date:01/13/2023

  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.

  I purchased a Used vehicle from Penske and picked up at ****** location on December 13,2022. Penske informed me that I had 15 days from purchase of vehicle to address any complaints. The vehicle I purchased was categorized as " Level 1" , the top level that Penske offers in Used Sales. On December 21, 2022 the check engine light came on and the vehicle went into derate. The vehicle was driven to a repair facility in **************, **. The vehicle was allegedly repaired and was picked up the following week. The vehicle left my driver broken down the same day on January 3, 2023. Penske made arrangements to have the truck towed and it currently sits in a repair facility in ***********, **. I have had this vehicle in my possession less than 30 days. The part that is required to repair the vehicle is on back order, and Penske has failed to provide any recourse or rental. A rental was offered at a ***** down payment and 98 per /.20 per mile rate. This is unacceptable and absurd. I have expenses for flights and hotel stays regarding the repairs of this truck. Now. I am in limbo awaiting the repairs. I have paid first truck payment. I seek to have all flight expenses, hotel costs, insurance fees paid to date for this failure on Penske's part. I would also like a rental vehicle at Penske's expense until my vehicle is ready for pick up. To place this kind of financial burden on a small business without any concession from Penske is a breach of Agreement.

  Business Response

  Date: 02/16/2023

  Penske is very sorry to hear of **. ***** frustration in purchasing a quality used vehicle.  We take great pride in ensuring each customer has a positive experience. We have been in contact with ************ to review/resolve any outstanding issues and will continue to work to make sure that the terms of the purchase agreement have been fully satisfied.
  
   
  
   
  
  Best regards,
  
  ****** *******
  Penske Rental Support Coordinator

• Initial Complaint

  Date:01/03/2023

  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 rented a semi tractor through penske location in ****** ************* in November,2022. To rent the truck I gave a 15 thousand dollar security deposit. I returned the the truck and paid my final bill on 12-21-2022. Which I was told my security deposit will take 5 to 7 business days. Which makes no sense because a wire transfer does not take that long and I was told it would be a wire. I emailed a few days later and called to confirm the request and the release. Which I was never given a confirmation on when the refund was issued. On day 5 I called and emailed penske customer service directly asking for information from someone other then the store. Why cause during that month of rental every time I asked for something from the store. I always get the will call you back. Let me look into . I understand short staff I understand busy. But I have request my correct phone to be changed on file multiple times and still nothing. I have emailed and spoken to associates there to send me invoices and still nothing. On day five penske customer service emailed me thar they spoke to the store and that they will be reaching out. I waited to day 8 to call the store and find out what's going on. Just like I thought ..they will look into it and call me back. This is un professional at this point. No knows what's going on. Every time it's someone new. I have asked for an area manger or district mangee multiple times and they keep telling me to talk to the store. My bill is paid and it's going on 2 weeks and no one has answers about my 15 thousand dollar security deposit

  Business Response

  Date: 02/17/2023

  We would like to responds to BBB ****************** ID ******** on behalf of Penske with the following:
  
   
  
   
  
  Date we were first notified the customer wants the check back
  First day was on Dec 30th of 2022
   
  
  Follow updates in between from the customer and us
   
  
  Dec 30: I (****) asked **** about whom to reach out to at corporate for a wired deposit.
  **** said he would do it and started the process. He also asked to confirm the address to send it back to.
  Jan 5:  ******* and I spoke to ***** on the phone and we got the address
  Jan 6: ******* emailed and spoke to ***** and his wife
  Jan 9: ***** asked for an update on the tracking number
  Jan 11: I told ***** the check was cut on the 10th and we didnt have the tracking number
  Jan 17: ***** asked for an update on the tracking number. ******* said we didnt have one yet
  Jan 18: I texted letting him I didnt have a tracking number he should get the check within a week.
  Feb 9: I called and asked if he got the check ***** said he got the check a week after the text which would be Jan 24th of 2023
   
  
  Date the check was in the customers hand
  The customer said he got the check on Jan 24th of 2023

• Initial Complaint

  Date:12/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  back in july 2022, i spoke with **** ****** i was interested in buying a truck from penske. after we talk he promised that the would be pass dot inspection, and its a level one which mean in the most top shape possible so i agreed as long as they make sure the truck is in great shape, so he said if you not like it it ill pull another truck out of the fleet and sell it to you. , they told 3-4 week to finalize everything. i requested that i see the truck. finally test drove the truck after a month after being told that they don't allow test drive because of thiefs, and pointed to them that there were some engine knocking noice and other issue such as 3 years old battery, overheating issue, rust issues that affect the back rolling door, and the tires were bold, back and forth again for 3 weeks delay from ****** and ****** *****. then i request to speak to their manager i get told by ****** that what is he gonna do for you what i say is what you are going to get. then i told them the issue I'm having with the truck so they can fix while they have it so i don't have to deal with any issue after i buy the truck. keep in mind i rented a truck for 2.5 months that cost 5000,00 and asked for refund or compensation since their process is taking way too long than what they promised. they refused and rachel yelled at me on the phone multiple times and complained about how rude she is to different manager and no one did anything and every time i get the same thing manager won't do anything to you. after almost 3 month i finally get the truck and 2 days later the engine won't pull strong and the tranny is not shifting correctly and the box leaks all over from the cap and the back door. and inside the cap. so I'm looking for rental compensation for the time wasted and requesting to get a different truck from the one they tried scamming me with. the engine is week and is not shifting correctly and won't last couple months.

  Business Response

  Date: 01/12/2023

  Penske is sorry to hear about ****************** experience and we take all customer concerns seriously. We have been in contact with **************** and are doing everything we can to turn his experience around. After receiving his complaint we've escalated repairs on his purchased truck and plan to provide weekly updates as repairs progress. In addition to escalating repairs Penske will work with **************** on how we can assist during down time. We appreciate the feedback and opportunity to make things right for ***************** 
  
  Thank you and kind regards,
  
  ***********************
  Rental Support Coordinator

  Customer Answer

  Date: 01/13/2023

  [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 person who contacted me to work on the issue, never followed up and no call back for the last 48 hours 

  called, emailed, called headquarter and the whole mafia keep througing me around 

  there is not one manager in this company that can get on the phone and fix the issue. 
  a month later and still my issue continues total of 5 month to buy a truck, buying a house takes less than 3 month
  

  They refused to fix the truck claiming is nothing wrong with it. 
  I drove it for 3 days and check engine came on, truck lost power and not driving correctly and not shifting correctly and they take it in the shop and say it doesnt have issue 

  I would like a real manager because they all claim to be manager and. They are not 

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

  Business Response

  Date: 02/21/2023

  Penske is sorry to hear about the customer's experience and rejection to our previous response. Upon receiving the rejection, we were able to contact **************** and get additional details on his experience. At this time repairs on the used commercial truck purchase are underway and we plan to assist **************** with other concerns. We will continue communication directly with the buyer to provide updates and to ensure they are fully satisfied.
  
   
  
   
  
  Regards,
  
   
  
  *******************
  
  Rental Support Coordinator

  Customer Answer

  Date: 02/21/2023

  [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’m still waiting to see what is the outcome 
  
  once they complete the repair and fix the concern that I have then we will close the mater but as of right now I’m still out of the truck six month after I bought truck and almost 7-8k in rental and trouble and the hustle I went through 
  
  ince they commit to a promise then we can talk again 
  

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

  Business Response

  Date: 05/10/2023

  Penske takes every customer concern seriously and works to find an agreeable solution for both parties. **************** has contacted in the past in which Penske has resolved all issues brought to our attention. We have made attempts to contact **************** this time around with no success. If there is anything unresolved, please contact Penske for further assistance.
  
  Thank you for your assistance with this matter. 
  
  Kind regards,

  
  ***********************
  Rental Support Coordinator

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My business partner and I recently purchased a unit (truck) from Penske with a $1,000 non-refundable deposit and $19,000 downpayment due closer to the pickup date. The unit was described as a level 1meaning no major or minor issues and should pass DOT inspection with flying colors. Not to mention they also state the truck must go through their own inspection at the end of their 3-4 week preparation to deliver the truck to the capital heights md location. First it took over a month it took 2 then once we got the call to pick up the truck we arrived at the location did a pre-trip inspection and noticed right away there were issues that'll result in failing DOT inspection and we were unable to drive the vehicle off the lot. After patiently waiting longer than we were told and seeing there were issues that were not stated in the description and or should've been repair in the time that was spent we decided to no longer move forward with the purchase and requested a refund immediately. We contacted the sales team directly about the issues and requested a refund of $19,000. We were then ignored for days and given the run-around. Then we were rudely and aggressively told they would not refund us at the moment and they would fix the issues with the unit and not move forward with the refund process. So due the poor customer service the lack to provide what was promised the blatant disregard to our concerns and needs we still decided to not move forward with the purchase and would like our refund.

  Business Response

  Date: 01/06/2023

  To Whom it may concern,
  
  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 has been in direct contact with **************** regarding unit ****** and we have come to a resolution to satisfy the customer and the deal given the complaints provided.
  
  Kind Regards,
  
  *******************
  Rental Support Coordinator

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising 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.

  My company entered into agreement to purchase a vehicle (Unit :****** )through Penske on 11/10/2022 after our initial down payment of 1000.00. We then received an email from one of Penske's vehicle coordinators (R. B****). The email stated the turnaround time for the vehicle would be 4 weeks to get the unit up to the standards under the purchase agreement. That was understandable and we were in agreement with the timeframe. There was an issue with the purchase agreement which was eventually rectified after numerous emails and calls. This problem was resolved when the finance company representative had another coordinator reach out (** *****) on 12.3.2022. No contact or updates on the vehicle from the original coordinator. After sending the finance company the remaining $8,000.00 and additional documentation all completed by 12.6.2022. We receive and update and the vehicle will be ready on 12.16.2022. Now in the meantime there has still be no contact with our sales coordinator (R. B****). We purchased insurance for the vehicle and have been patiently waiting to have everything resolved. So at this point we are losing capital because of the delays and lack of communication. We then receive an email on 12.16.2022 from our coordinator (R.B****) stating that the vehicle has a transmission issue and that they sent it to the dealer to have corrected but it is not working. That the vehicle will be ready 12.29.2022 or we can select a different unit. This situation is completely unacceptable and a company such as Penske would allow such negligence when it comes to customer service. This all could have been remedied with a couple emails and some communication from Penske representatives. Now our company is losing capital by the day and still no closer to resolution. It has taken over 7 weeks to purchase a vehicle and 6 of those weeks there was no communication with our representative. This wholly unacceptable and needs to be corrected.

  Business Response

  Date: 01/12/2023

  Penske is aware of this situation and is working with ******************************* on a resolution. The used truck that was purchased is experiencing transmission problems and we are in the process of having the transmission replaced. The other option we are working on with the customer is switching into a different used vehicle. We are optimistic that we will be able to satisfy our customer.
  
  Best regards,
  
  Pepper J******
  Penske Rental Support Coordinator

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've officially purchased a 2016 ( Level 1) *********** on 10/13/2022. The process was extensively long. However, I worked through it. The dates were pushed back several times, and money was poured out for a truck that has major issues. It's been two months, truck has been in and out the an affiliate shop of penske and still doesn't working. I've reached out with emails, being that the employees don't like to communicate over the phone. I've been paying insurance (very expensive) on the truck for registration regulations in maryland and asked to be reimbursed. It was denied by *******. I've explained that I've depleted all fund on truck, transfer of title*3,050.00, down payment, *5,000, and insurance over the course of four months-dates were pushed back several time. Truck is still sitting, unable to drive. I've asked for another truck, or to have contract voided. No Answer. I need a truck that works. Not a LEMON!*

  Business Response

  Date: 12/30/2022

  Penske is sorry to hear about the experience our buyer has had. We take all matters seriously and do our best to satisfy every customer. After receiving **. ****** concerns, we were quick to follow up and understand more about the current situation. Penske is currently facilitating repairs at a preferred vendor, where we will be monitoring and providing updates to the buyer as soon as we receive them. While the customer has voiced additional concerns on timeline, we are working together to find the best solution for both involved parties. Again, we are sorry ************** has been inconvenienced and we plan to do what we can to make things right. 
  
  Kind Regards,
  

  *******************
  Rental Support Coordinator

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company has 5 units on long term agreement with Penske . Under long term rental agreement Penske is liable for road service/maintenance of their long term rental trucks.We received a charge from Penske for a road call for a tire repair After reviewing our records we discovered troubling facts that this charge was enforced on our company for a "crown cut puncture " ( driver's fault ),but it is fact a tire wear( not driver's fault) . After numerous attempts to reason with our Penske account reps,they refused to accept simple reasons nor facts and have came up with ridiculous reasons to refuse crediting the charge back . We are at a point now trying to reach Penske general complaints to address the issue . This is not the first case this year . This is now becoming an ongoing issue with Penske! Charge is only 442$ ,however considering all the wrong charges they have enforced on our company withing the last 12 months this is just the last drop in the bucket. Enough is enough ! Here is some details too . Initially Penske sent our company the bill showing "crown puncture".....,we revised our records and found out it is actually a tire wear.After pointing this out to Penske reps ,they ignored the fact that this is not a crown puncture ( driver's fault) ,but it is a tire wear that is not driver's fault ( running over sharp objects )They vigorously insisted that this is somehow our fault and charge will stand.Less than 30 days prior this incident, the truck went in at the home Penske location in Elk Grove Village IL for PM service .Our driver advised them about noticing a unusual tire wear to one side much more than anywhere else on that tire ,but was told that their mechanics are knowledgeable enough to discover and remove the issue during the PM if discovered . Last week after several emails explaining there is just nothing indicating this tire was our/driver's fault and charge needs to reverse,the Penske "Elk Grove Village IL shop manager emailed us that "this is not something that happens over night and our driver should have brought it Penske's attention" ....... So to summarize.... , they have insisted that "this type of wear does not happen over night ,yet they failed to notice and repair even after driver told them about this issueonly 3 weeks prior to the road call . It is as if they have purposely ignored all the facts that we have pointed out and kept repeating that they will not reverse the charge ..... We are sending a copy of this message to their Penske headquarters and hoping someone can help stop this madness and that power abuse that their reps have exercised over their customers

  Customer Answer

  Date: 01/03/2023

  
  Hi , i feel obligated to inform you Penske has agreed and issued a refund for this case.I am not sure  is it due to my complaints to both Penske headquarters and BBB ( highly likely ) or they have just decided out of nowhere to forget all their silly reasons for refusal or my numerous emails pointing out FACTS to them that cleary means the road service charge is for them to pay.... I can't say

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Penske Used Trucks in Dallas, Tx. The transaction has been poor from the start. First, I was trying to finance the truck in my business name, the lady with finance instead chose to get me approved in my personal name without my permission. Dropped my credit scores 20 points. I made a complaint and after a couple of months proceeded with the purchase. My bank gave me a business loan to make the purchase. The deposit was paid and AFTER they took my deposit I was told that it would be 4-6 weeks before the truck would be ready. I told the sales rep ** **** that I need a vehicle sooner. He said it had to be serviced etc and it took a while. He said he’d try to rush the process but couldn’t guarantee. I later found out that the vehicle was actually still on the road being rented. 6 weeks later I was informed the vehicle was ready. I paid them and went to get the truck. My partner went with me and pointed out numerous things, transmission fluid was dirty, Can had standing rusty water, roll up door broken, box had trash in it, tires were worn, no shocks, we were lied to and told the vehicle had been serviced, it had not, they took my money and kept making money on the rental, didn’t service it, 2 days after I got it the truck stopped running, wouldn’t start, can is severely leaking. Penske towed it to their repair center but refuse to provide me with a rental truck so they have 23,000 of my money, I’m paying 750/month, insurance is 500/month yet I have no truck and just had to pay 150/day for a rental. They have sent me the incorrect title paperwork 3 times, took a week for me to even get a temp tag. I want my money back including all money I have spent, they Can buy the truck back. The public needs to be aware of Penske’s poor and deceptive business practices. I’m going to make others aware.

  Business Response

  Date: 12/30/2022

  At Penske we strive to deliver a great product and buying experience for every customer. After being notified of **. ****'s experience, Penske contacted the buyer directly to better understand the situation. While speaking with ************ we were able to identify the main pain points and are working to offer solutions that work best for the buyer. We were sorry to hear about the delays and issues that the customer experienced and we appreciate the opportunity to resolve the issue and plan to ensure that ************ is fully satisfied.
  
  Regards,
  
  ***************************
  Penske
  Manager Remarketing Customer Service