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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/05/2022

  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.

  On October 12, 2022 I rented a Penske one way moving truck. I retitled with a full tank of diesel fuel costing $175.00. Penske went ahead and charged my card on file $143.00 for fuel. I have contacted them several times fir a refund to no avail. They told me it's being processed, they tell me someone will call back and neither has happened. I told them if they charge my card for anything else, I will file criminal charges against them. I provided them with the attached receipt as well.

  Business Response

  Date: 12/20/2022

  After reviewing the information, the truck rented required 14.3 gallons of fuel at the drop off location. On the rental agreement the customer went three-hundred forty-four miles with the truck. The truck was given to the customer full of fuel at the pickup location. We require units to be dropped off with the same amount of fuel they were given. The truck they drove gets between 8-12 miles per gallon. The customer put 30.7 gallons into the truck, upon drop off there was additional fuel needed. Contingent on how heavy the truck was loaded and the terrain the vehicle drove, through our research we found that the number of miles the customer went, and the fuel totaling 45 gallons, is appropriate for that size truck.
  
  
  
   
  
   
  
  Best regards,
  
  Pepper Joulwan
  Penske Rental Support Coordinator

• Initial Complaint

  Date:11/28/2022

  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.

  I started a process to purchase a truck from Penske In August. I gave the over $25000 and they gave me the run around about the truck not being ready for over 6 weeks. During this time I contact them that I was about to loose my trucking contract if I don't get the truck. So if the truck is not ready within a week I don't want to move forward with them. A day before the deadline I gave them they contact me to say the truck was ready. I picked up the truce and that same week the not only shut down but had the check engine and emergency light come on. They ask me to take it to a shop and send them the invoice. I did as they ask and a month goes by and they are not contacting the shop to follow up. At this point lose my contract I had due to Penske delay. So I asked them to just give me my money back and the $4500 I have paid for the insurance. Again weeks goes by and no answer and I called everyday and they would not return by emails or calls. After constantly calling their offices and email for answers they final tell me that they will do the buy back but want to give me $2000 because "they wanted me to take the truck to another location for the repair". I was able to show that it was their own representative that told me to take the truck to any local shop. So they tell me they need to review that after days of me calling now their excuse was they needed month to month on the insurance payment. Now they are claiming the reason way the have to give me the $2000 is because it was a pro rated. So basically im suppose to take a $2500 lost because they sold me a faulty truck. This is very unacceptable and has cause me serious serious inconvenience. It has put me out of business, my house is in the process of being foreclosed, my bank account is in the negative. Penske has ruined me, my wife and kids in ways that they can never repay me for. And even when I call their corporate office no one is willing to help.

  Business Response

  Date: 12/08/2022

  Penske takes all customer concerns seriously and works to provide a quality experience to all buyers. In receiving ******************** concerns, we are pleased to share that this matter has already been resolved and we are actively working with the customer to finalize next steps. We've been able to work together with the customer and find a common solution in which we've agreed is a positive outcome for both parties. As we continue next steps there will be communication directly with the buyer to provide insight and clarity to ensure they are fully satisfied.

   

   

  Very  Respectfully,

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

  Customer Answer

  Date: 12/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Penske made no attempt to resolve this matter. Every time I spoke to them was me having to reach out to them. Most of they time they will not respond to my emails. And sometimes when I call they say they will have someone contact me back and no one calls and Ill have to call back and get the same message. The supervisors are NEVER available no matter how many times I called. They say this matter has been resolved yet this started since September and we are in the middle of December and I have not received my money from them. I even had to hire a lawyer to reach out to them. Now I’m about to get my house foreclosed on, my business bank account is in the negative and I had to Des ol e my business all because of their unprofessional and force scaling me a truck they knew didn’t work. I have not heard from them or received my money from them.

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

  Business Response

  Date: 01/31/2023

  Penske is sorry to hear about the customer's experience and rejection to our previous response. Upon receiving the rejection, we were able to check in on the details of the customer's concerns. While it looks as if all items have been addressed since the response was sent, we are sorry the customer was dissatisfied with communication. We were able to verify all funds were sent back to the buyer for their used commercial truck purchase. At this time it appears all matters have been settled. Again, we are sorry for the buyer's experience and will continue to work to improve the buying experience for all of our customers.
  
  Thank you for your assistance with this matter.
  
  Kind regards,
  
  ***********************

• Initial Complaint

  Date:11/23/2022

  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.

  Purchased 26’ truck from Penske used Trucks. **** ********* *** Reading, PA *****. Everything was through the phone and e-mail. I made my down payment and went to pick up my truck from Salt Lake City Utah to my home state Minnesota. On the way a check engine light came on and I pulled over to gas station to check it out. After turning truck off the truck and turn on it went away. I did not think of it much and continue keeping note that I’ll get it check out by the shop. Got the truck to a shop to get it passed DOT. It failed the DOT. Penske will say it passed DOT but it did not. There were several things wrong with the Truck. I called them and told them about the situation and they told me they will locate vendor/shop that will fix these problems. It took 2 weeks to get the truck to a shop. The shop fixed all of the the stuff and couldn’t get good reading why the truck kept displaying the check engine light. Because it goes away and there’s no way they can get good reading until it comes back on. Penske paid the shop and I went to get the truck and noticed that the engine light came back on and with DEF light solid yellow with another Engine light on. It was late Friday and they were closed for the weekend. Went back on Monday and the shop said it was DEF pump that has failed and it needs new one. I called Penske told them about it and they completely refused to pay the new $2500 cost to fix the DEF replacement. They said it’s new thing and they won’t cover it. But this is actually the first think I called about to report it.

  Business Response

  Date: 12/08/2022

  At Penske we strive to deliver a great product and buying experience for every customer. We are sorry to hear about **. *********'s experience. In receiving the customer's concerns, we've been able to connect directly with **. ********* and are actively working to understand their situation. We plan to gather additional information and find a solution that is best suited for both involved parties. As we continue to review, we will be doing everything possible to ensure a quality customer experience.
  
  Regards,
  
  Chelsea S********

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 2nd, we were notified that the trailer we purchased was “ready to go”. We then drove from Central Florida to Dallas, Texas to pick up the unit. Upon arrival at the Penske dealership, on November 14th, we inspected the unit and immediately noticed that it did not have the hydraulic pump that was advertised/had been confirmed by the sales representative. When we contacted the sales rep, Victor B****, to inquire about the trailer not being self-contained. After speaking with him and explaining what a self-contained trailer was he admitted he did not know what a self-contained trailer was, despite previously confirming the trailer was self-contained. They have since modified the descriptions of their trailers on multiple sales websites to say they are not self-contained. Initially, they were disputing the mechanical issues as they couldn’t see them upon their visual inspection. After further inspection the trailer had a break leak, broken brake chamber, and other issues, despite the fact that the trailer was allegedly serviced and inspected prior to our arrival. We were told to leave the trailer for servicing so we went to a nearby hotel. The following morning we arrived at the dealership and found no progress. We then spoke to the service manager who was extremely disrespectful. We were forced to sit at the dealership every day because they did not have equipment capable of moving the trailer. Since then, four days later, we are still in Texas awaiting delivery of the unit from the dealership as well as notice of wether they plan to honor the remediations. The installation is estimated to cost $5,000. We sent emails with the letters attached to various points of contact at Penske and our financing company, no one replied to our emails, despite previously answering within minutes. After contacting our financing company we were advised that the contract could be voided if Penske contacted them, they were contacted with our financing company to no response.

  Business Response

  Date: 12/07/2022

  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 ******************** and we have come to a resolution to satisfy the customer and the deal given the complaints provided.
   
  Thank you,
  
  Alex W**********
  Penske
  Manager - Remarketing Sales

• Initial Complaint

  Date:11/17/2022

  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.

  I returned a truck today to the penske location at ******************************, University Place, WA *********. I had 10 minutes left to turn it in when i pulled into the parking space outside the establishment. A gentleman working the desk came out and told me to take it down the road to a different lot, then take pictures of the vehicle's mileage and gas once i arrive there. I followed the worker's instructions. I then made my way back to the establishment and waited while he dealt with multiple customers for almost 11 minutes. He then began checking me in, then charged me an additional day fee for being late. I was early, he made me move the vehicle and took his time getting back to me, even leaving the office to go to the automotive repair floor at one point. He claims he inspected my vehicle, although he only briefly looked through the window to tell me to go somewhere else. Did not want to go inspect it with me either because he claimed he was understaffed. The vehicle i drove in with recorded the entire event with dashcams. Ill be pulling the footage tomorrow for precise time stamps.

  Business Response

  Date: 12/02/2022

  To BBB & **** ********,
  
  We
  apologize for the issues on the check in on this rental for ****. A Refund of
  $100 was already processed on 11/17 back to the customers card used on the
  rental. However, the tax charged on the extra day was not included. We have
  processed a second refund for $10.30. The first refund should have already been
  processed through their bank institution and the second refund should be in
  their account in 3-5 business days. We will talk with the agent location about
  making sure we take the time on check in’s to avoid any issues going forward.
  
  Penske
  Truck Leasing - Seattle
  Max
  G****** - CDM

  Customer Answer

  Date: 12/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/10/2022

  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 used vehicle from Penske on September 29, 2022. I own a bread route business. I was told that it takes 3-4 weeks until a truck is ready when you buy from Penske, but they would give me a lower rental to continue to rent a truck from them (Albany facility) until my truck is ready. To date, it has been 6 weeks since this purchase. First, I was told the ETA for the truck looked like 10/20/22. Then on 10/20, I received an email telling me it was going to be 10/31. When that date came and went, I inquired as to what was going on and was texted 11/3/22 is the new ETA date as of November 10, I have had to pay out the following: $1000.00 deposit. Total $3112.42 in renting costs. $4112.42. in six weeks. My savings have been depleted. I cannot in any way continue to pay out this $462.00 a week for rental. I don't make that kind of money. Also, I cannot install, in THEIR truck, equipment to secure the product I carry. I have spent money and time trying to secure my product in their truck, but stacks have tipped over several times, destroying product I am distributing. Our bank had a difficult time getting the validation they needed to go forward with our loan, as when a copy of the deed was sent to our bank, the truck had a LIEN on it, which was not disclosed to us when we purchased it. Finally, our bank received the info needed on Nov 5 and a check to pay for the truck plus state tax was mailed overnight to Penske. They received it on November 8 at 9:45. Still I heard nothing, leaving messages and emailing. Finally I got hold of a person in Albany who was able to track things and let me know that the truck is STILL in the "body shop" for work to be done and is not finished at all. *I cannot continue to pay out this kind of money. I want to be re-imbursed for the past two weeks and not have to pay any more rent until my PAID FOR vehicle is READY. I also have to travel 100 miles to Montgomery NY to pick it up and need the title to register and insure it.

  Business Response

  Date: 11/28/2022

  We are sorry to hear about the problem our customer is experiencing while buying a used vehicle. Penske takes matters like this seriously and will work towards a quick solution. We understand the customer wants to take delivery of the vehicle and once we have all repairs completed and the vehicle meets Penske standards, we will provide the vehicle to our customer and ensure their complete satisfaction.
  
  Best regards,
  
  Pepper J******

• Initial Complaint

  Date:11/08/2022

  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 reserved a truck in person on Thursday, Nov 3rd to complete a personal move on the following Sunday at the Norwood **** ***** Location. I checked on the reservation later that same day and the customer service rep Jesse told me she’d been trying to get a truck delivered and no luck. I checked again on Friday—no luck. When I spoke to their Team Saturday morning they suggested I put another reservation request in online and that maybe between the two reservation requests one would produce the delivery of a truck. Sunday—no truck. The nearest location with the truck that I need is 30 miles away in the opposite direction. The Norwood location had absolutely no trucks so there wasn’t even an alternative size truck to consider. In Mason, it takes over an hour to process the truck…just to learn just before the walk around that there are no keys to the truck…I finally get a smaller truck (1/2 the size) 2.5 hours later. So now…I’ma total of 5 hours behind on moving and I’m paying for movers idle time…I moved all through the night so I had to pay them premium pay. I had to pay them a second day because, we had to make a total of three trips. 60 miles extra just to get to Mason, OHIO…and another 80+ miles…in extra trips…and extra gas costs…and I lost a full day of work… $700 unpaid because it wasn’t scheduled. The company is only offering to credit my account $50. So they are essentially keeping $100 off my deposit and about $45 additional dollars of mileage that would’ve been refunded if I didn’t have to make three trips. This move cost me an additional $1600 and the customer service I’m getting offs poor and the amount of refund is insulting. I should pay nothing for this service and I should not have to hear as a customer that “It’s not our fault…We don’t know what to tell you…” when indeed it is the company’s fault. I spoke to Kaylee and Brent. Both were unprofessional and blamed me for the mishaps. Same location charged me $3k instead of $30 less than a month prior. Smh

  Business Response

  Date: 11/29/2022

  **************** booked a reservation through our online system on 11/05/22 at 06:20 PM, please note that our offices close for the day at 2PM. His reservation was for pick up on 11/06 at 11:00 AM. Our system shows no record of 2 reservations created for him. Unfortunately, due to current availability constraints we could not lock down a 26ft box truck for him that morning.
  
  Our associate contacted him the morning of 11/06 to update him on availability/lack thereof and possibly explore options and come to a mutually beneficial agreement/ solution. He did not pick up the phone and his mailbox was full.
  
  Our offices close for business at 12pm on Sundays and our associate left without being able to reach him that day. He called our central reservations team who are still available at the time and was able to change the pickup location from ************************, Cincinnati OH ******** to **********************, Mason OH ******** which is only 12.5 miles away and a 15–20-minute drive.
  
  Penske guarantees a truck for every reservation we take and since we had no 26ft box trucks available at the time, we offered him the option of taking a 16ft box truck instead that he willingly chose to take.
  
  On 11/09 he called central reservations requesting a refund, they transferred the call to the district location in Cincinnati where he spoke to Kaylee and Brent. He was demanding a FULL refund as this was a huge inconvenience for him and added extra trips to his move.
  
  The associates listened to him and were willing to work with him and offer a discount for his inconvenience as you know moving can be taxing. They offered him $50 (the daily rental fee) since he had to have it for an extra day that he had not planned for, and they were willing to discount his mileage for the extra trips he had had to make, even though he had willingly accepted the 16ft truck and knew what this would have meant.
  
  He got furious and said he would not be taking anything less than a full refund.
  
  Whenever a household customer rents from us, we hold a $150 security deposit, and it is fully refunded if the customer does not exceed the guesstimated mileage they initially put and return the truck full on fuel as they found it. If they exceed said mileage or return the truck and does not fuel or for any other miscellaneous reasons, we deduct from the security deposit.
  
  In this instance, the Customer went over the guesstimated mileage hence he was given back $93.18 from his $150 security deposit.
  
  In addition to this, when he called to express his frustration, we were willing to give him and extra $50 as compensation for the extra day that he kept the truck, but he refused to take that.
  
  We have also looked through his rental history record to follow up on the alleged $3k for a $30 rental charge in the past with no luck.
  
  I have attached all evidence of the above in my email, we value our customers and their feedback and are still willing to work with him. 
  
  Best regards,
  
  Pepper J******
  Penske Rental Support Coordinator

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a semi truck 8/1/22 i purchased the vehicle for $43,250. The truck was bought but was in Ohio. I reviewed everything that was presented on Penske website before i started to pursue to buy the truck. I was told this truck would be ready to go level 1 status which is no mechanical issues. If there was i had 15 days to report the issues and it would be repaired. I reported that the transmission is slamming so it needs a new or rebuilt transmission. This was when i went to pick the truck up in Ohio to bring it back to Pennsylvania where i reside. They said they would fix it and give me a free delivery to Reading Pa. The truck was delivered but i was never informed of it being picked up or delivered. I had to walk down the terminal where it was delivered to find information on it. Once i did go try to pick it up the same issue was at hand that i had reported. I asked to have this sale rescinded but i have reach out many of times to try to speak to someone in management but i do not get no call back or answer. I feel like since i paid for the truck they are not caring and trying to dump a bad truck on my company. They did not hold up the end of the bargain which states on there website if not up to standard will repair or rescind the sale. Also the bill of sale was wrong and they said they cannot change it so goes to show they made a mistake on they end from the beginning.

  Business Response

  Date: 11/28/2022

  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. We have connected with ************** directly and are currently working toward a resolution. We are finalizing next steps and will continue to keep communication with the buyer and plan to have this matter resolved and closed out as soon as possible.
  
  Best regards,
  
  Pepper J******
  Penske Rental Support Coordinator

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The entirety of my complaint is too lengthy to be provided herewith due to character limitations, so I'll briefly summarize the details with the hope that my FULL complaint, in its ENTIRETY, will also be read & reviewed. And I DID repeatedly try to resolve these issues at BOTH the local AND corporate levels, but NO ONE from Penske has bothered to get back to me with any resolution efforts. I recently had one of the worst experiences of my life (second only to losing my husband of 18 years to COVID this past year) re the rental of a cargo van for purposes of moving some of my more fragile & valuable belongings to a new home in Page, Arizona, 5 hours north of where I’ve lived in Arizona for the past 24 years. Please keep in mind that this is only the briefest of summaries of the entire distressing & arduous ordeal. The issues are three-fold: (1) For the entirety of the time I had the van (09/28/22-10/01/22), the ignition repeatedly locked up EVERY SINGLE TIME I tried to start the van up with the key; (2) This malfunctioning, dangerously defective van caused me to have to pay an additional $400 worth of moving costs to a professional moving company; (3) LIES were perpetrated by someone at Penske about the ACTUAL return date & time of the van, instead listing it as being returned one day later than it actually was (I have multiple forms of PROOF pertaining to the actual return date & time, namely the name of the employee on duty at the **** *****/Penske desk & time of day/work shift that he was working AND my receipt from the gas station immediately across the street from them for the gas I had to refill the rental van’s gas tank with prior to returning it). Because of all this, I am requesting a FULL refund of everything paid to Penske for the rental van, which constitutes rental charges amounting to $603.36, AS WELL AS an additional $400 reimbursement for having had to pay to the moving company that extra sum because of the defective van I was given.

  Business Response

  Date: 12/07/2022

  We have refunded the cost of the rental to the customer, but we have been unable to reach the customer via phone in order to settle the additional monies they are requesting (i.e., sending them a check to an address).
  
  We are more than happy to settle the matter if the customer felt unsatisfied with the rental, but no mechanical issue was ever found with the unit when it was back in our possession. Many customers have used it since with no incident.
  
  Best Regards 
  
  Kind Regards, 
  
  Irene C********
  
  Rental Support Coordinator

  Customer Answer

  Date: 12/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have responded to them via email.  I have not yet received the mailed check from them, and would like this case to remain open until I notify you all that I have received that, as it is part of the resolution I was seeking.

  I thank both the Better Business Bureau as well as Kim from Penske for finally getting this resolved for me.  I just wish it hadn't had to take as long as it did for me to hear back from the company.

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

• Initial Complaint

  Date:10/16/2022

  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.

  One way truck was reserved on 9/6/2022, to be picked up in Sacramento on 9/7/2022 and be returned to Costa Mesa by 9/10/2022, with the amount of $1089.00. The following issues were part of this transaction: - The interior of the vehicle was not cleaned/well maintained (e.g. food waste littered all over inside, passenger panel felling off, etc.) - No instructions were given on how to adjust various safety things (e.g. side mirror, driving handle, parking brake, etc) and diesel/DEF filling instructions, even after multiple requests to ask the personnels at the pickup site (and was encountered with inappropriate words). - The vehicle was difficult to drive, acceleration was extremely slow, brake was not responsive, no rear-camera as advertised, fueling tank was incompatible with the diesel resulting attempts for single fill-up. Mileage was high with low maintenance. - The return location (Costa Mesa) on the contract refused to accept the return vehicle (claiming the lot was full) despite showing him the agreed contract. Was asked to return to another location about 15 miles away (in Santa Ana). The Santa Ana location was closed so had to use after-hour dropoff. When calling the number listed at Santa Ana site, was told that the Cost Mesa site should not have sent us to Santa Ana, but Santa Ana still allowed us to use the dropoff box to return the truck. This resulted in additional driving, additional fueling, missing personal appointment. - When contacting Penske for resolution on 9/19/2022, they took the complaint details but simply transferred me to the returning district office, which claimed to have no authority for resolution (manager out of office), but the manager never called back after multiple attempts. The Penske call center insisted they had no authority to provide resolution either, so all 3 parties (departing site in Sacramento, receiving site in Santa Ana/Costa Mesa, Penske corporate office) were all unwilling to take any concrete responsibility.

  Business Response

  Date: 11/09/2022

  A refund as processed for ************************* of the full rental price of $1089.00 for their experience during pick up and drop off.

  Best Regards,

  Jordan L********
  Rental Support Coordinator

  Customer Answer

  Date: 11/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be using their service in the future.
  
  Regards,
  
  *************************