Penske Truck Rental

Reviews

• CS

  Clyde Stansbury

  Aug 3, 2016
  1.0
  Admittedly my issue is with the Penske company as a whole, this was the location where I had my rental set. Penske completely ruined my moving experience at the last minute. I set up my truck rental about 5 days before I moved through there online system. The next day after still not getting a confirmation, I decided to call in and make sure my rental was set which it was. The day before my move, I get a call from the Penske location that originally set my rental at 4:03PM. They informed me that they couldn't get the truck to that location due to construction and I'd have to pick it up from a different location. Additionally, they said that I'd have to pay for a $150 deposit upon pickup. I agreed and went about my day. The next day after making sure everything is set to move, I head off to this location to pick up my truck. The employee there realizes there's 3 people here for a truck and he only has 1. He calls Penske to figure out what's going on. He then asks me for $297. The cost of the truck plus the $150 deposit. The price for the truck and the deposit. I didn't have that much money on me at the time and just needed a moment to get more money in my account but the employee became extremely rude to me and refused to let me explain the situation to him. I eventually left to get the funds and called Penske's office to make sure my rental was set. After talking to two customer service reps and having them call their distract office, I was informed that their online system was having difficulties and that I shouldn't have been allowed to set up a rental through it. She then told me that their office tried to call me at 4:03PM the night before and tell me that there were no trucks available. I told her that that call was to inform me about a change of location and that I had my reservation confirmed a total of 3 times before coming to pick it up and all that she could offer me was a sorry and offer of a discounted truck tomorrow. At this point, I was supposed to be out of my apartment an hour ago. I was left to try and figure out a way to get a truck on the busiest moving day of the year at the last minute. Obviously, there was nothing available. Penske completely ruined my moving experience, and if not for some very understanding maintenance guys, I could have been completely screwed. Their business model is flawed. If your online rental system isn't working, then take it down. Also, make it more clear that the deposit is an additional fee. I took it to mean that I'd pay the $150 and then be reimbursed or charged an extra fee upon return, as a security deposit is meant to work. If you discover there's a problem and you don't have enough trucks, Don't tell me on the phone that I'm set and if you're going to call me to tell me there's a problem don't do it the day before I need the truck. Then if you're going to go through the effort of having reservations, don't let me take someone else's truck. The truck rental person was all set to give me someone else's truck if I had the money and then that person would have been screwed. I have never left a review in my life, but my experience here was so awful that it requires one. Further, I found out that my friend had a very similar experience with Penske the next day. DO NOT USE!!!!

Frequently Asked Questions About Penske Truck Rental