August 2019 by Dior H.
By far the worst experience with Penske!!! My husband booked a Penske truck along with a tow package over a month prior to our pick up date. When we got to the Penske store in LA, as confirmed, one of the reps told us they didn't have any available and the only one they did have was at another location which was 6 miles away at Home Depot. We didn't have much of a choice since we were moving out of state that day. We raced over to Home Depot and they confirmed they had our truck, however they didn't have the tow package. At this point, my husband and I were furious. What was the point of making reservations if nothing was reserved for us and on top of that, we had to drive from one location to the next to hunt down a truck and tow package??! The reps at Home Depot apologized and try to contact the corporate multiple times but they simply couldn't get through. After being there for more than an hour, they finally had some good news for us. They mentioned someone just dropped off a tow package and was available for us. Finally! So the final step was to ring us up and be on our way, however we ran into another obstacle! When I presented my AAA card to apply the discount toward our bill, Home Depot didn't know how to apply it on their system. So again they tried to contact corporate and still couldn't get through. I almost told they just ring us up so that we can get going but luckily, another rep knew how to work their system. We finally took the truck and tow package lugged our life into the truck and put up my car on the tow package. We finally took off! On our way to our new destination. But guess what?!!! After driving out 4 hours out from LA, the ABS light came on and we stated to smell smoke. At this point, we were freaking out because we were in the middle of Vegas where it was 100 degrees and wasn't even sure if they have a Penske store their or didn't have a clue to where to take the truck if the truck crapped out on us. We called corporate and they ensured us it was simply a computer glitch but we were very scared it might stop on us at any point. We took it slow and drove caustically and took breaks throughout our drive so that the car doesn't overheat or breaks down. Eventually we made it to our final destination but Oh man, it was by far the WORST experience ever! Corporate you really need to step it up because your customer service sucks and your reps needs better training and most importantly, have rentals available when it's been reserved in advanced.