Penske Truck Rental

Reviews

• JS

  Jim Siegrist

  Sep 24, 2024
  1.0
  If I could give them zero stars I would. My daughter was moving out of her apartment along with 250,000 other Bostonians on August 31 when the vast majority of the Boston area leases expire. We reserved a 16’ truck 2.5 months in advance because we knew demand would be high and the we reserved in Marlborough because the prices were much better than in Boston. We started to get phone calls from this location a few days before the reservation date stating that demand was high and that we may not have the exact truck we reserved but we would have something clean, in good working order, and at least as large as what we reserved. The day before the reservation they called to tell us not to come in until they called us. It was clear to us why they did that when we showed up at our reservation time of 8am. After filling out all of the paperwork we were led outside to the trucks by a very helpful employee who was put in an impossible situation by the ridiculous policies of Penske management (I’ll share that here shortly). We didn’t see any 16’ trucks but we saw a few larger trucks and a LOT of vans. As we walked past the large trucks the employee has the paperwork and begins doing the walk around of the van that they were expecting us to be happy with as a replacement for the 16’ truck we reserved 2.5 months earlier. After some back and forth we got a manager on the phone who informed us we could wait there until something appropriate may arrive later in the day. We had to be out of the apartment that day and waiting wasn’t an option and there was no way we could fit belongings from a 1 bedroom apartment in a van. I pointed to the 26’ truck and reminded the manager that they said we would be guaranteed a truck at least as big as what we reserved. He replied that they couldn’t rent us that because someone else had reserved it. Really? What about the 16’ foot truck we reserved 2.5 months earlier? After a lot of back and forth we ultimately got the 26’ truck and we learned that Penske’s policy is that their employees are required to take every reservation (regardless of their ability to meet the demand) and management actually writes up employees who don’t follow this policy. This results in a bunch of pissed off people showing up and being disappointed and taking it out on employees who are just following orders from their incompetent management. I have never heard a more ridiculous way of managing the customer experience. The poor guy that game in after us was in a similar situation and left to figure out what to do on the most stressful moving day of the year. My advice, AVOID RENTING TRUCKS FROM PENSKE AT ALL COSTS. YOU WILL BE VERY DISAPPOINTED.
• CF

  Calliope Ferreira

  Nov 18, 2020
  4.0
  The only reason this place is better than uhaul is because of the guy that works here. Its expensive but I got a lot more attention and knowledge from the old guy here than anywhere else I have rented. I hope they pay him well.
• RM

  Rick Manas

  Feb 3, 2019
  2.0
  Takes a while to get a truck but convient that its in home depot. Was in and out in about 35 minutes 2nd in line. They also run out fast so best to reserve ahead of time. Cost about 300 for a one day rental all said and done with fees and mileage. I made one round trip. Guy at register was great and helped mw with discounts. Could have been closer to 400 for the day if he hadn't.

Frequently Asked Questions About Penske Truck Rental