Penske Complaint - Complete Disappointment, but Penske made right
Resolution Update on 09/15/2010:
Evidently Penske Corporate does care about their customers. I received a call from a very nice man named Justin not long after we finished moving everything and the trucks were returned. They were able to make good on their poor customer service at the agent location. I honestly don't think Penske corporate wants anyone to receive poor customer service, but unfortunately the agent who we rented the trucks from just didn't care. My feelings about Penske are now good, and I would rent from them again, but NEVER will I do any business at the U-Store it location in Culpeper, VA.
CULPEPER, VIRGINIA -- My husband and I decided to rent two 26-foot trucks and a car hauler from Penske for our cross-country move. Initially, their customer service was great. They matched a competitor's price, giving us a $150 discount per truck. We got e-mail confirmation in a very timely matter. We needed to change the pick-up date - no problem.
The morning we were supposed to pick up truck #1, Penske called and said there was a mechanical problem with the truck we were supposed to get and they were sending another one. It would be an hour later than they originally said. Actually, it was 3 hours late.
The second truck was supposed to be ready for pick-up that same day at 2:30 P.M. At 2:30 we got a call from Penske saying it wiuld be there at 3:30. At 3:30 we got a call from Penske saying it would be there at 6:30. That would be after hours for the you -Store-It, but if we went by earlier we could do the paperwork and pay and pick it up later. Keep in mind, this was Penske's plan of action. We do that. But we spend no less than 45 minutes doing paperwork and paying. The Penske representative that called us with the modified plans said the computer wouldn't like to process our paperwork because the truck wasn't there and to have the employee call him for the codes. The employee at U-Store-It refused to call because "she knew how to do it." Obviously not. Meanwhile, our three small children had to wait in the car with me.
Later that evening we return to pick up the truck only to find it locked behind a gate. We weren't actually able to pick up the truck until 11:00 the following morning. It was only 20 hours late.
When we complained, we were told that we were already getting a discount (the price match) and they didn't need to do anything to compensate for the extreme tardiness of the trucks and incompetence of their employees. This was after we spent over $1700 with them. I will never rent from Penske again and suggest you don't either.
Edited to Add:
After writing this review, my3cents.com sent a copy to Penske who contacted us very promptly. They wanted to make it right with us. They apologized for the poor customer service and offered a refund. We appreciate the extra effort Penske on our behalf.