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

• Initial Complaint

  05/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm a lease customer of penske for almost 3 years. I had a truck maintenance left out to go otr. Truck broke down 3 different times back to back on the way out to California and back to the east coast. This cause me severe late fee claims causing all of my income to be held from processing penske didn't care after I told then because of break downs what it cause they only said pay me on this date or return all your trucks. They basically after 3 years of on time payments did not care to give me a day extension or anything only return there trucks future customers be ware they over charge you every month. Trucks constantly break down. That's a company only it for gain.

  Business response

  06/14/2023

  Please allow this e-mail to serve as Penske’s response to the above-referenced complaint.  By way of background, Penske Truck Leasing Co., L.P. (“Penske”) and ***** *** ***** LLC (“Customer”) were parties to that certain Vehicle Lease Service Agreement dated January 27, 2021 (“VLSA”) pursuant to which Customer leased from Penske three (3) commercial vehicles (“Vehicles”).  It is understood that *** ****** is a principal or manager of the Customer.
  
                  Under the VLSA, Penske is responsible to provide routine maintenance and repair of the Vehicles, and, when a Vehicle is out-of-service due to mechanical failure, to provide a Substitute rental vehicle.  Where a Vehicle is damaged, Customer is responsible for the cost of those repairs, and no Substitute will be provided.
  
                  That is exactly what happened in this case.  Where there have been from time to time mechanical breakdowns (as is normal in the operation of a commercial vehicle), Penske has provided Substitute rental vehicle as required. 
  
                  Customer further alleges that due to a breakdown, it suffered late fee claims, income loss, and so on.  However, the VLSA disclaims these damages; under Article 18, Customer agreed that Penske will not be liable for loss of profits or business, loss or damage resulting to Customer by reason of delay in delivery or failure to deliver products, driver’s time, or any indirect, incidental, special, consequential, or punitive damages. 
  
                  Finally, the VLSA requires Customer to pay all invoices via ACH on the 12th day of each month, without deduction or offset.  Customer has failed to pay by ACH no less than four (4) times in the last year, including payments for July 2022, November 2022, December 22, and May 2023.  Penske sent a default notice to Customer on January 30, 2023 specifying these failures, and upon the occurrence of the rejected ACH payment in May of 2023, Penske sent a lease termination letter effective as of May 23, 2023, as permitted by Article 13 of the VLSA, and demanded return of the Vehicles.  To date, the outstanding charges due and payable total $15,260.62, and the Vehicles have not been returned.
  
                  To the extent that Customer disputes any invoice Penske has issued, we invite the Customer to provide us with notice of such dispute and any evidence of such claims, and we will be happy to review. 
  
                  Based on these facts, Penske requests that the BBB conclude that Penske adhered to the contract between the parties and that the BBB close this complaint. 
  
  Regards,
  
  *****
  Rental Support Coordinator
  
  T ************
  Penske 
  Rental I Leasing I Logistics 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company has lied to me and gave me incorrect information about a truck I was purchasing. They lied about the compliance and safety of the truck and the condition of the truck in the timelines. On several occasions they have costed me tens of thousands of dollars in loss and continue to lie. The representative has lied to me on several occasions about several different trucks and the conditions of the trucks which has called me to deliver wrong information to a pending contract, which in turn I later lost and it has costed me a loss of 12,000 I would like to have the company cover this out of discounting additional for the loss I incurred from receiving false information on serveral occasions from ********************* their rep when I call to speak to management I never get a call back and its always back and forth when attempting to even file a coorporate complaint.

  Business response

  05/17/2023

  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 been notified that the unit is now ready and her lender is scheduled to fund tomorrow. She is anticipating taking possession of the truck on Friday.Penske is working directly with *********************** on ensuring their complete satisfaction with any outstanding concerns. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Friday April 28th I called Penske Truck and spoke to a young lady about a truck rental. I agreed to reserve, but my appointment was starting. I wasn't sure was needed since she said nothing was do until the day of but she said a CC and I was in public. I asked her to call me back in 30 minutes. I wanted her to get her sale/credit. She did not. Hoping dhr would. I waited. $379 or so for a 1-way truck to Florida. The following Monday I get a call and I'm driving from Florida home. It's not her. I explain I can't reserve now and that I was expecting the call days ago. They lady was curt and says we have high call volume she probably couldn't. So today 1 -week from my original call. I follow-up and they tell me it's almost double the price. Close to $650 around $590 with a discount. After mentioning what happened they offer a smaller truck, 15 feet instead of a 22 foot. Then the young woman keeps me on hold for over 10 minutes with no check in while reaching out to a supervisor. Who listened to all the prior calls, confirmed the price quote and said I should have called before, the prices change all the time and I was told that even though they know the young lady said she would call me back and other attempts were made to reach me. The best they can do is $501. It's extremely disheartening to be treated so poorly not once but twice after having AMAZING service by the first Rep which is why I was waiting for her to call me back. The only reason why I waited to call. Literally every other person I spoke to at Penske was rude or short in attitude. This last person said the Supervisor **** at *** ***** processed the complaint and there was nothing more to address send an email. She did not care. So much for supporting the families of Veterans.

  Business response

  05/19/2023

  Good Morning,

  I called and spoke with ******* this morning and was able to offer her the same rate as she was previously quoted. I apologized for the poor customer service experience and emailed her the new reservation price to rectify the situation.

  Thank you,

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

  Customer response

  05/19/2023

  [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. I appreciate Penske Truck and Leasing following up with me. Especially in such a timely manner with a different tone than when I had attempted to resolve this previously. BBB, Thank you for helping me navigate this situation. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a rental on may 3rd, I thoroughly explained my purpose for rental and asked if it was okay. I was advised everything was good. I took the day off of work, paid for my test and planned everything I had planned. Today I get a phone call at 3pm telling me I may not be able to get my rental, I explained the situation the guy told me he call me back. 1 hour later I call him back to inquire, he states I can’t get it. Asked if I wanted to talk to manager, I said I was I the area I would stop in he said ok. I get their manager refuses to come out, employee refused to give me information to file a complaint with corporate stated he would file the complaint for me as to which I refused. Stated he didn’t want to get them involved and have them asking questions as it was a manager who approved my rental. I speak with corporate and they tell me there’s nothing they can do they’ll call and talk to them, proceeding to tell me my reservation is active and if I cancel it to call them and they’ll waive the cancellation fee. So I than asked whose gonna reimburse me for paying for the test I was supposed to do and the day I already took off work and was laughed at and said I don’t know what to tell you. Very unprofessional company with employees who clearly don not know how to do there job. Further more waited till the end of day to tell me this leaving me no choice to figure out an alternative before Monday.

  Business response

  05/16/2023

  I spoke with ***** on May 8th/9th and discussed this matter. We talked at length about the service that was provided to him by my team in Wilkes Barre. I clarified the situation and offered a solution in an effort to remedy the matter by suggesting that if there was an opportunity to get him a unit, we would do so free of charge for all of the hassle.
  
  I extended an apology for the poor customer service and had a discussion with my team members to ensure this wouldn't happen again.
  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a reservation for a 16ft truck for April 29th 2023, my reservation number is ********. When I picked it up the inside was not cleaned cupholders sticky and had hair it them along with hair on the seats and it smelled inside, went over to my personal vehicle and grabbed some wipes and cleaned it the best I could. we started driving the truck all highway miles, and couple things were noticed tried using cruise it work only for about 20miles than shut off, you to reset it the brakes might need replaced the pedal was almost to the floor, when shifting between 2nd and 3rd sometimes wouldn't and sometime it be fine, also the wipers were worn out it was raining /wet snow the wipers just smeared also the steering had i think alot more play then there should have. I wouldn't care to much but I had my 12 year old daughter with me and they were safety issues. I would like them to beware of this so it doesn't cause an accident. i sent a email to the company about my concerns and got no response. Thank you,*********************

  Business response

  05/05/2023

  I left a voicemail twice for *** and received no call back. The location he picked up from is typically extremely good with cleaning trucks and calling ** to move trucks if they are too dirty for them to clean. As soon as we received this complaint, we sent hikers to the **************** to bring the unit back to *****’s service department. The hiker driving this unit said he didn't notice any issues with the unit. The unit has been inspected and is good to be rented again.

   

  Regards,

  *****
  Rental Support Coordinator

• Initial Complaint

  04/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We Put down a deposit for acquisition of 2018 box truck, was a two week turn around to get the truck ready. Was a cash deal. Deal was canceled by manager because manger was acting in capacity of attorney giving out legal advice of instructions on how I’m suppose to sign the contract and I can’t reserve my rights on the contract., OR AMEND. The bill of sale was turned into a one sided contract giving rights after the acquisition. This was a very very bas business encounter and waste of our time, definitely not a company I would ever wanna do business with or refer anyone. What I thought should have been a simple business transaction turned out to be a company seeking to control you and the truck through and after the acquisition. When the only thing of concern should have been how we were settling the bill. There was no honor in the contract only dishonor. Funds were accepted with no consideration. If your looking to do honorable business stay away from PENSKE

  Business response

  05/07/2023

  Penske is required to limit the sales of our commercial equipment to be used for commercial purposes as is stated on our Bill of Sale. The customer would not agree to this and other items on the Bill of Sale and required that we make modifications before agreeing to sign. We have a standardized Bill of Sale used for all Truck Sales and are unable to make amendments or modifications upon request. We immediately fully refunded the customers deposit as they were unwilling to sign the necessary documents to complete the purchase.

  Customer response

  05/26/2023

  [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:what gives Penske the authority to govern a purchase ? and what a customer plan on using it for?  Penske accepted funds and than failed to perform on the contract, because we refused to sign a contract giving control to govern the transaction.  This is a sign of control. Who wants to purchase something IN FULL and than have someone tell you what to do with IT? Is it mines or yours if you have authority to govern what I buy ? If Penske wants to control its customers than Penske should foot the bill. This is Fraud, and bad business. How is this good business for a customer ? You buy something and the person you buy it from wants you to sign a contract giving power to control it after, This is a joke. NO ONE IN THEIR RIGHT MIND WOULD DO SHADY BUSINESS LIKE THIS. 
  

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** 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

  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 response

  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,
  
  ***** ****  
  

*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. ↩