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., Inc.

  4673 Highway 280 Birmingham, AL 35242-5033

• 

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

  1700 Ridgeway W Montgomery, AL 36110-3267

• 

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

  204 Gadsden Industrial Parkway Gadsden, AL 35903

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:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned the Penske truck I rented on May 24, 2025, at approximately 10:30 AM, to the Green Motion Car and Van location at *************************************. On May 28, I received an email from Management Trainee ******* J ***** stating that the truck had not been returned. I immediately replied with the exact return date, time, and location. ******* responded that he would follow up with the location, but I never received any update.Weeks later, on June 18, I received a call from *****, once again stating the truck had not been returned. I reiterated the same details and was told, again, that someone would follow up with the location. Shortly after, I received a letter stating that the truck would be reported stolen if not returned within five days.I went to the drop-off location on June 21. I learned that the truck keys had been sitting in a drawer for nearly a month, and the truck had been there the entire time. The counter agent acknowledged this and instructed me to contact Penske to inform you that the vehicle and keys were present. I did so immediately and was told I would receive a call from a Risk Manager the following Mondaythis call never came.I followed up again on June 25, only to be told the manager was out of office and my request would be noted. No call came. I followed up again on June 26, was given a local number to call, and finally on June 27, I was provided with your contact information to formally submit this complaint.This entire experience has been frustrating, unprofessional, and frankly, unacceptable. I was repeatedly contacted and threatened over an error that was entirely on your end, and no one took ownership or action to correct it in a timely ********* this point, I am demanding a full refund of the rental amount due to the mishandling of my return, the stress caused by your teams repeated failure to follow through, and the unacceptable threat of legal escalation for something that was your companys oversight.

  Business Response

  Date: 07/02/2025

  On June 27th 2025 Penske has processed a full refund for this situation. 

  Customer Answer

  Date: 07/07/2025

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

• Initial Complaint

  Date:06/10/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used box truck from the Penske company in May of 2021 for personal use. I only needed and only wanted ONE truck. Since that purchase, I have been hounded with sales calls and emails from this company, and it has been very irritating. I have asked the callers and mailers, particularly Mr. ******* ***** to stop contacting me and to please remove me from their contact list. Today was the last straw. I have provided a basic list of the marketing emails I could find. ******* has ignored my requests, so I am asking the BBB for help in this matter.

  Business Response

  Date: 06/11/2025

  Mr. ******* we sincerely apologize for the frustration and inconvenience youve experienced since purchasing your vehicle from us. We understand how upsetting it must be to continue receiving unwanted calls and emails, especially after making repeated requests to be removed from our contact list.
  Your experience does not reflect the level of respect and consideration we aim to provide. Please be assured that we are taking your concerns seriously. We are reviewing your communication history and will immediately ensure that your information is removed from our marketing lists. 
  We appreciate you bringing this to our attention and giving us the opportunity to make things right. If theres anything further, we can do to assist, please dont hesitate to reach out to us directly at **************.
  
  

  Customer Answer

  Date: 06/14/2025

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

• Initial Complaint

  Date:06/04/2025

  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.

  Nature of Complaint:Unauthorized use of personal information, false advertising, predatory pricing practices, refusal to honor confirmed reservation, and retaliatory blacklisting by the district office.All details are listed in the document attached.

  Business Response

  Date: 06/06/2025

  Dear ****,
  
  Thank you for your patience while we investigated your concerns.
  
  After reviewing the phone calls with our Corporate Central Reservations team, we confirmed that additional reservations were made during those conversations. At that time, our representatives explained the two available moving options:
  
  One-Way Rental A long-distance move with a flat rate.
  Local Rental A move charged based on a daily rate plus mileage.
  

  Please note that we are unable to offer a local rental without applying mileage charges, as this is standard policy. 
  

  If you would like to further discuss this matter, we encourage you to contact our Penske Bronx location directly at **************.
  
  We appreciate your understanding and look forward to assisting you further if needed.

• Initial Complaint

  Date:06/04/2025

  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.

  the worst customer service, I have dealt with ********************** for 11 years not its not the same company and wont release my deposit. promised to release my deposit weeks ago.

  Business Response

  Date: 06/21/2025

  We would be happy to look into this for you ****. If you can provide your reservation number, we can see what the situation is. 

• Initial Complaint

  Date:06/04/2025

  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.

  So I rented a Truck it was supposed to be a 22ft truck. When making the reservation I told the representative that is what I needed and made it for 1pm pick up. I was on my way to pick up the truck and received a call that they were going to "upgrade" me to a 26ft truck. I had no other option but to accept. I then could not fit this truck where i would have been able to fit the 22ft truck. So I threw my back out moving in and having to bring items up a long driveway while it was about to rain. But it gets worse. They charged me for 3 additional days when I dropped it off on time. I have video proof of dropping it off because i did a walk around and there is their employee checking it in on the video. I was offered a refund for the 3 additional days.. I want a refund for everything.

  Business Response

  Date: 06/18/2025

  Dear Mr. ********************** booked a 22-foot one-way rental from ******, ** to Golden, ** through our website on Friday, 5/30/25 at 5:11 PM, for pickup the following day. As our locations close at 5 PM, the ****** branch received your reservation the next morning and began preparing your rental right away.
  As stated on our website during the booking process, a free upgrade may be provided based on availability. In your case, you were upgraded to a 26-foot, 2024 model box truck at no additional cost. You picked up the truck on Saturday and were scheduled to return it the next day to the *****************. However, the Golden location recorded the return on Wednesday, 6/4/25, resulting in three late fees. After speaking with you and hearing your concerns, we refunded all late fees in full.
  
  At this time, Penske will not be providing further compensation for the upgrade, as it is a standard policy clearly communicated during the reservation process and the truck was accepted and used.
  
  We do appreciate your business and the opportunity to clarify this matter. We hope to serve you again in the future and provide an experience that meets all your expectations.

• Initial Complaint

  Date:04/30/2025

  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.

  Regarding my rental of a 26 foot Penske truck; Transaction # ********.The truck that was provided for this rental has major issues with a bouncing, shaking ride, loose steering, dirty bed, and other issues. In addition, truck was not prepped for pickup.The truck shook and bounced significantly all the time. At higher speeds, it was a side to side shake. At lower speeds, it was bouncing. At barely rolling speed, a bump was evident at each rotation of the tire/axle.The trucks steering was very loose, with lots of free play in the steering. The steering wheel could turn several inches without affecting steering. Lane changes were dangerous.The dashboard remains illuminated after turning off the truck. Fearing battery drain, I contacted Penske roadside assistance. The **** walked through every possible thing to try, but none resolved the issue. He contacted a Penske truck mechanic, and informed me that it appears the is a short in the dashboard lighting.There was also an issue with the latch for the ramp. It was difficult to open and required a rubber mallet to get it to open. The latch doesnt seem to have enough room to go over the edge of the ramp. After use, it was impossible to get the latch over the edge of the ramp. I injured my hand trying to force it. I wound up strapping the ramp to edge of the truck bed for travel. Driving with an unlatched ramp is a very dangerous issue.The truck was not prepped for rental. Fuel was below 1/8 and the low fuel indicator was lit when picked up. The DEF was also very low and below 1/8 when picked up. The ********** representative required me to personally purchase 3 large containers of DEF from the store before the truck could be picked up.Also, there was trash left in the cab and the back bed was extremely filthy with a fine dark dirt all over the floor. Anything we initially loaded in was getting very dirty. I fully swept it twice and that helped some, but it still dirtied items loaded in the truck.

  Business Response

  Date: 05/23/2025

  These complaints have been addressed and a full refund has been issued via check for this experience. 

• Initial Complaint

  Date:04/30/2025

  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.

  Date of Transaction:04/18/2025-04/21/2025 Amount of Money Paid to Business: $3200 Unfortunately on the 21st of April we had a driver Roof a vehicle. We reached out to Penske immediately letting them know. We are a larger company and told Penske we wanted to spear head this problem and pay for it out of pocket. Cancelling any wait time from insurance. The manager ****** ****** told us this would be no issue and said she would get us the estimate. Upon receiving the estimate of $36,000+ dollars we were shocked since only the box had been damaged as reported by the estimator and body shop (who we were told made the final decisions). After speaking with the Adjuster and shop manager with no help from the local branch manager ****** ******. They were able to give us a slightly lower quote that we approved. Not even a week later ****** sends us an email saying the vehicle is a total loss. I called back the body shop and the manager **** ****** who has been extremely helpful says he is SHOCKED. He also mentioned he has everything he needs to fix the box. Penske is trying to scam us out of an unreasonable amount of money and we are willing to bring litigation into this if we have to. The estimator and Adjuster have been the only helpful party in this case. This is corporate greed! Weve been spearheading this situation and if Penske would have allowed it they would already have been paid for this incident. The manager at the ***************** location often speaks as a higher up and would not allow us to even speak with her manager until she got to talk to them first. She wouldnt even give us a number nor a name for a manager because she did not want to waste our time. We have documentation and recorded calls supporting our case. And we will spend the Money with a lawyer before we allow Penske to charge us more on an already agreed upon quote where even the shop says no further damage was done. We are also still being charged a weekly rate. As they figure things out

  Business Response

  Date: 05/21/2025

  Once the truck made it to a Penske facility, an accident report was made immediately and sent to the customer. The estimate was sent in a timely fashion and the decision of Penske deeming the unit as totaled was sent same day as well. An estimate is just that, an estimate to the damage and is always subject to change as the estimate does state.  
  
  When reviewing this issue with our service leadership, our employee stated we tried to reduce the overall estimated cost in good faith for the customer to avoid salvaging the unit, but it didnt make a material difference.
  
  The damages cost were 94% of market value of the vehicle
  Original Estimate $33,313.00
  Market Value $35,000

  Customer Answer

  Date: 05/22/2025

  [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: 23268308
  
  I am rejecting this response because:

  the problem was resolved for us by the body shop. When Penske tried to pull this total loss nonsense a call was made to corporate. The bill has been settled at $25,000 which will be paid once we receive it and the vehicle has been finished being repaired. Your response proves the problem within Penske. Communication between yourselves. The vehicle is not totaled and is still in drivable condition. The box was simply damaged. And what we received was not an estimate but instead a bill of parts and labor. As mentioned Ive done the due diligence to have this matter handled. Do better Penske. Corporate greed is never good advertisement. 

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

  
  

• Initial Complaint

  Date:04/14/2025

  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.

  Hello Penske is issuing false contracts trying to get money from our business or cover issues with their inventory. We did contacted them and they doing nothing to resolve saying someone is working on this while we do not have any info on who and what is done. We need to resolve the situation asap

  Business Response

  Date: 05/14/2025

  The recent incident involving the unauthorized use of your companys name in connection with a stolen truck. After thoroughly reviewing the situation and consulting with our local team, I want to reassure you once again that your company is not considered responsible for this fraudulent activity.
  
  If you have any further questions or need documentation for your records, please dont hesitate to reach out.
  
  Regards,
  
  ******
  
  Rental Support Coordinator

• Initial Complaint

  Date:04/13/2025

  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 June ******* my Penske rental van I rented to drive ******* dogs from ******* to ******** stopped running in ***********. I called Penske Roadside Assistance for over an hour & a half trying to get thru to someone. Finally get someone they tell me theyre sending a tow truck/mechanic to diagnose the van and/or tow it. Its getting extremely hot my dogs are all panting. Its 105 degrees. I am trying to wet my dogs down, called 911 no answer. called 911 again finally got thru and told Im broke down, ********* need help request ambulance. I continue helping my dogs opening doors for air. An hour & a half later a sheriffs deputy pulls up, walks up, I explain & request an ambulance again. The deputy tells me theres nothing I can do for you gets back in his truck and drives away leaving ******* dogs. I ran multiple xs on foot to the gas station asking for *********** which they had none. No one would help! tow truck driver diagnosed the van-fuel pump went out & it needs towed. My dogs start dying in my hands! I have no where to go. Im left in the dirt in 105 degrees & not one person, not Penske, not the sheriff, will help me! Never got an ambulance. All this time on phone with Penske crying. Tow truck driver helping me make calls to an Emergency vet in the area only to be told its Sunday were closed animal shelters/rescues saying sorry theres nothing we can do or we dont go that far ************* go by. My babies are dying. My CHILDREN!!! Then you tell me get everything out the van to send a hazmat crew to spray out the van. No regard for our safety splatter us burning my legs/feet & blinding 5 of my dogs! The van sits 5 more hrs until my replacement van arrives! WHY was this more important than the safety of ******* dogs! You left me for 15 hrs in the dirt. My dogs died & you left me permanently scarred with PTSD! No one ever returns my calls or emails. I will see you all in court for animal cruelty, negligence, failure to render *********************

  Business Response

  Date: 04/25/2025

  Hello, Penske has reviewed this matter in detail and communicated its position to the customer.  ********************** considers this matter closed. Thank you.

• Initial Complaint

  Date:04/11/2025

  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.

  April 11, 2025 @ 229 am My family and I are moving back to ********* and while traveling back to ********* we made a gas stop at Store **************************************************************************************************** the add engine oil indicator on dash board to add oil. I had to add 2 quarts of oil. very unprofessional from Penske

  Business Response

  Date: 04/30/2025

  Hello *****,

   

  We received the BBB complaint regarding ***** ****** who rented truck ******** from 04/10/25 until 04/11/25. They traveled from **********, ** to ********, **. They stated that they did not receive a refund for oil that was used during their trip. ***** did not communicate to any Penske representative that she was inquiring into a reimbursement and did not provide any proof that she purchased or used any such product. We do not have any maintenance records of this need from before or after she picked up her vehicle. We also do not have any emergency roadside calls showing this was needed as well.

   

  Thank you,

  Penske Truck Rental

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