Penske Truck Rental

Most Recent Comments

• October 2022 by Patrick Nelson
  Had a fairly poor experience at this location. This was a pretty frustrating and time consuming situation that fell at a pretty bad time for us. Ultimately they didn’t even have the furniture pads we reserved, causing us to go on a fairly lengthy/fruitless hunt during a very important packing day (the day before our move) before eventually finding someone that was about 1hr out of our way to help with the pads (in Santa Clara).When we arrived, it took 5-10min before someone helped us. In fact, we spotted the person who would eventually help us (call him “J”) literally seconds after we arrived. He may have seen us, not sure. We walked around for him for a while; he mysteriously disappeared. We finally looked in the trailer on the rocky/sandy/loud lot (it’s under several overpasses) and finally found him sitting at the computer, frustrated. We introduced ourselves, got the process rolling; he actually complained that it was almost 2pm, their closing time (it was about 1:50, and we had been there already for a while looking for someone). We eventually picked up our rental after some clearly difficult issues with the computer, internet and etc. I thankfully checked the back of the truck and there were no furniture pads. He was like “Oh… well I got 5. Or you can call the South SF office and see if they have any”. I thanked him and then did just that; after maybe 3-4 calls and a total of 10min of nonstop ringing I gave up and eventually landed upon the Santa Clara location which thankfully was able to help. But as you can imagine, this just added more stress to an already stressful time for us.
• May 2022 by Joe S.
  STAY FAR AWAY FROM THIS PLACE: We've been renting RVs from "Condo Rentals - Penske - Cruise America San Mateo, CA" for the last 12 years or so. We've always had issues with the run-down condition of the vehicles, and some nasty surprises after arriving at our destination (e.g., the shower didn't work), but we continued to rent because the facility was conveniently located near our home. We rented a full-size RV again this past April for 4 nights, but unfortunately my wife took a very bad fall on the 2nd day, resulting in broken bones and a bad concussion. We got her to the ER and after nearly two days in the hospital, we got her home. I went back to retrieve the RV, and I was able to pack, dump, unpack, clean and drop off the unit on time on Monday morning. When I got there, the Manager/owner, Teresita Condon, asked if everything went OK. I told her the RV was fine, but explained that we had to cut the vacation short due to the accident. Because of the stress, I only later realized that I had also forgotten to empty the lower storage unit in the back-bottom compartment of the vehicle where we stored our fold-up picnic table and 5 outdoor chairs. So, I called the next day, and Ms. Condon told me that she had "loaned them out" to some "international travelers" that needed some outdoor furniture, and that they wouldn't be back for another week, and would call me when the unit was returned. Well she didn't call, so I called her and left a voicemail to please call me back and let me know if the furniture had been returned, but again... after a couple more days, no return call. I called her again and left another message... same thing... no return call. I then sent an email to the address that she had given me earlier... her direct work email address. But after a few days, I STILL hadn't received a reply. Meanwhile, my daughter's baby shower was approaching, so I needed the lawn furniture asap. I called once more on Monday morning, this time literally pleading with her to please call me back so I'd have the furniture in time for the baby shower. By Thursday, still no reply. I had no other choice but to drive in on Friday morning and ask for the furniture in person. When I walked into the office, she was at the computer working with an assistant (who looked up and saw me patiently standing there), but I was completely ignored for at least 15min. When Ms Condon finally turned around, I told her (in an intentionally calm and quiet voice) that I was the person whose wife had the accident, and once again asked about the furniture. She said nothing, but a few minutes later, she said "follow me." As we were walking to the location of the furniture, I cordially asked her if she had received my calls and emails asking about needing the furniture for my daughter's baby shower. She immediately stopped in her tracks, turned around, and in a loud and extremely rude tone said "I'VE BEEN VERY BUSY!" (which totally caught me off-guard, because she instantly went from a "one" to an "ELEVEN"). In a similar tone I replied that I -- a long-time customer -- have been very busy as well: taking care of my wife, preparing for a baby shower, and calling/emailing HER for weeks with ZERO replies. She then yelled "LOWER YOUR VOICE!" (By the way... I wasn't the one being loud; I was speaking "intensely"; she was the one speaking loudly). At this point I was getting annoyed, and told her that I could "speak however I wanted to speak!" To that she yelled, "GET THE F***K OUT OF HERE, OR I'M GOING TO CALL THE POLICE!!!" I took a deep breath, de-escalated, and said, "Look... just give me back my picnic table, and I'll be out of here." She then asked an assistant (who was very professional) to go back with her to get the table, and in a couple of minutes he brought it to my car, and I put it in my car and closed the hatch. I was about to get in the car, and he came out again with
• February 2022 by Daniel E.
  Everything looked good when we picked up the Cruise America RV. As soon as we rolled out of the parking lot, you could tell how old this thing was and how everything rattled around including the main door. Long story short; - the toilet never worked, since day one, they clearly didn't even check if the toilet worked because it was completely jammed so there was no way of flushing number 2s, only rinsing number 1s. Of course this issue ruined our whole trip!!! - The fridge had no dial on it, and froze absolutely everything inside so we could only use it for a short period of time otherwise you would have to throw away everything including fruits and veggies sodas beers milk, everything frozen. This of course also helped ruin the trip! - Rattling doors and cabinets opening while driving on decent highways, felt like a proper adventure Returning a day early because everything became a Problem.
• February 2022 by Mason M.
  First timers renting Rv and it was awesome. The San Mateo location is very friendly (they don't try to nickel and dime you) and the Rv was clean and ran very well. We rented the standard size and it was not that hard to drive. Having own bathroom and shower is so relaxing and eliminates worry of finding hotel or restroom. The refrigerator kept our food/ice cream/ drinks cold whole time and hardly used much propane. We dumped our black and gray tanks in the rwc Rv park for $25 and then filled up gas before returning the Rv. Will do it again soon as the Rv experience is a lot of fun. The radio now has Bluetooth so you can play music from your iphone easy while it charges on the drive - nice.
• January 2022 by Ofir G.
  Great service all around. Easy pick up and drop off. Clear pricing with no surprises. RV was in good condition both mechanically and cosmetically (nothing fancy, but everything working). Took this rig on a ~1,700 mile trip with 4 passengers and a dog with no issues. One small issue was that the water hose was missing. I purchased a standard garden hose and got a full refund - no questions asked. This was my second time renting from this location and I really appreciated the service. Will return.
• September 2021 by H B
  My name is Helena Beckmann and this is another Google account that I have. In my opinion my review from my other Google account was unpublished because someone may have reported the review as not being true. I had a video showing how worn out one of the tires was when I rented the truck. I swear under penalties and perjuries that the video you see is the video made from a Penske Truck that I rented in this store. I can take a polygraph test, and I have the video with me.Below is my review from my other account as follow:The truck I was given in San Mateo had one of the tires so worn out that it could have gone flat easily. Our lives were in danger with such a tire. Luckily, the driver I hired was a very experienced truck driver with experience in driving military tanks on a truck. The two dozens of blankets and the cart I rented arrived more than 40 minutes after I arrived to pick up the truck. In my opinion, the lady preparing the paper work was so unprofessional, rude, and uneducated. When I had questions about the renting, she would tell me: "wait, I am working on the paper work." When I complained about other things she said: "you are not going to find another truck." As if she was saying: take it or leave it. In addition, the loading area of the truck was so dirty that I got home and swept and mop it. As I needed the truck I took it and only learned about the worn out tire when the movers told me about it. I am sure you may be in this situation one day, but make sure that you document everything as I did. By documenting, your family will be able to claim responsibility to Penske if your lives are lost.Google employees, if you doubt that this movie is a fraud, please contact me so that I can take a polygraph test.
• August 2021 by Alze B
  My name is Helena Beckmann and this is another Google account that I have. In my opinion my review from my other Google account was unpublished because someone may have reported the review as not being true. I had a video showing how worn out one of the tires was when I rented the truck. I swear under penalties and perjuries that the video you see is the video made from a Penske Truck that I rented in this store. I can take a polygraph test, and I have the video with me.Below is my review from my other account as follow:The truck I was given in San Mateo had one of the tires so worn out that it could have gone flat easily. Our lives were in danger with such a tire. Luckily, the driver I hired was a very experienced truck driver with experience in driving military tanks on a truck. The two dozens of blankets and the cart I rented arrived more than 40 minutes after I arrived to pick up the truck. In my opinion, the lady preparing the paper work was so unprofessional, rude, and uneducated. When I had questions about the renting, she would tell me: "wait, I am working on the paper work." When I complained about other things she said: "you are not going to find another truck." As if she was saying: take it or leave it. In addition, the loading area of the truck was so dirty that I got home and swept and mop it. As I needed the truck I took it and only learned about the worn out tire when the movers told me about it. I am sure you may be in this situation one day, but make sure that you document everything as I did. By documenting, your family will be able to claim responsibility to Penske if your lives are lost.Google employees, if you doubt that this movie is a fraud, please contact me so that I can take a polygraph test.
• August 2021 by Cleo S.
  Nightmare! This is the word that comes to mind when we think of this last experience with Cruise America. This is the 3rd year in a row that we rent from them and it was, in fact, this 3rd year that made us extremely disappointed with the company. It all started when we came to get the RV, which already came with a broken key in the storage room, later also noticed that the latch was not working properly. We decided to let this go because it was something that he could fix. Then, we saw the RV had a cooler inside the storage compartment, which raised another red flag. When questioned, we were told that the last client had left it because he had to travel and couldn't take it with him. Inside the RV, there was also dog food and loose dog treats inside the drawers from the previous renter, meaning that the RV hadn't being cleaned properly. We let this go since we could clean that up as well. We were trying to be nicer because several other customers were arriving and the employees seemed understaffed. We didn't get a chance to check the stove burners and when we arrived at our camping site one of the burners on the stove was not working, the fridge was not working, and the water hose was bended, not fitting well at all. We let it go again for we figured we could cook with two burners. The water hose was dripping and wasting water so we had to keep turning it on and off. And the fridge?! It functioned as if it was a normal cabinet, it wouldn't cool anything!!! We waited until the next day (Monday) without opening the fridge to see if it would work. Surprise?! It didn't. Reaching the San Mateo office we were told to reach the 0800, the first attendant told us that we had the option to bring it to fix or to BUY a cooler (maybe the one that was already left in the RV?) and to spend up to $20 a day in ice. I don't know about you, but when I rent an RV I'm expecting a working fridge so I don't have to keep going to the next city to buy ice. After numerous attempts, only ONE attendant named Alex seemed empathetic for our situation (he was the only ONE who actually apologized for what we were going through). He found a Cruise America partner 40 miles from where we were to check the fridge. Sadly, we had to put our whole setup away and drive an 80 miles round-trip, and wait at the shop for over one hour just for the fridge to not be fixed because the problem was in a part that they did not have in stock. We drove all the way back and set up camp again, accepting our fate of having to buy ice every single day. Starting around 1am that night, the propane alarm started to beep. Yes, in the middle of the NIGHT. Every 45 minutes the alarm went out disturbing all the neighbors at the camping site. Turns out the battery needed to be changed and we couldn't do it ourselves because of how the piece worked. Shouldn't it have been checked before given to us?!?! When calling the 0800, the attendant offered to exchange the unit at 3pm in Newark, CA. However, Cruise America did not offer to bring the RV to you. We had to put everything away AGAIN after not being able to sleep the whole night then drive 80 miles at Bay Area traffic at rush hour. What was supposed to be about a 130 minute drive turned into almost 3 hours (on our way back). Every single time that I spoke with attendants at the 0800 I've asked about the miles that we were forced to drive and the gas that we were spending, every single one of them told us to keep the receipts and take the odometer's pictures so that we were going to be reimbursed. Finally, on Wednesday (night) we had a working RV. This is our once in year family camp vacation that we had 2 whole days and a night completely wasted. Reaching out the 0800 they said that our compensation will be done by the office that we rented from. To our surprise (not very surprising at this point) they said that the most that they could do was to reimburse 2 nights and ONLY ONE of our gas' receipts because the compensation could not go over $499 otherwise we had to go
• August 2021 by R C.
  I had a very bad experience with the Cruise America RV rental we had. There were several issues with the Large RV that I unfortunately did not notice until after pick up. The campground where we stayed had no cell service so I was unable to call to report these issues. Please note, I am a mechanic and have owned several RV's and trailers in the past. I am very familiar with operating these RV's. The issues listed aren't due to user error. Please see below: - Both driver and passer mirrors were inoperable (mirrors were taped to the housing and I was not able to adjust them). Huge safety concern as I was not able to see my blind spots easily. - The steering alignment of the RV was absolutely horrible. I had trouble keeping the RV straight while driving on the freeway. I had to keep the steering wheel at the 10 o'clock position to keep it straight. - We were unable to get the stove to turn on to cook our meals. The propane was at half tank, the valve was on, but after 45 mins of trying to light the stove, we gave up and just used our personal propane grill to cook with. - Both 12V plugs on the dash were not working and I was unable to charge my phone and GPS unit. I took it upon myself to go to a local auto parts store and purchase two 20A fuses and replace the faulty ones in the engine compartment. - The AC unit in the RV was barely operable and was marginal at best. We rented the RV to camp and to have the luxury of AC in 100+ weather. Huge disappointment! - After driving about two hours, I went to use the washer fluid and realized it was empty! To make matters worse, we were in the middle of no where! I pulled over and used some water bottles that I had for my trip to fill up the washer fluid tank. Again, HUGE safety concern. - The handle for the bathroom door was faulty. My wife and kids all got stuck inside the bathroom on several occasions. It got to the point that we stopped closing the door in fear being trapped inside. - The refrigerator barely got cold even after being on for 8+ hours. Our food/drinks were maybe a few degrees cooler than room temp. The freezer worked okay. - The RV was filthy! After pick up, we brought the RV back home as my wife wanted to sanitize everything prior to our trip. She sprayed everything down with Lysol. The towels we used to clean with were black! From the counter top, dinette, fridge, etc. The seats were covered in stains and sticky spots. My wife and I spent over an hour just cleaning it prior to packing and heading off to our trip. - The grey and black tank level gauges were both inaccurate. I noticed this upon pick up and the rental agent told me she knew about it but not worry about it. There was constant fear of running out of water and over filling the waste tanks all weekend. - The keyed locks for the rear, exterior storage compartments were also inoperable. We were not able to secure our items the the locks did not work. Overall, our first and likely last experience with Cruise America was a huge disappointment to say the least. I ask that you make this right somehow.
• January 2021 by Chengyang W.
  Very rude staff. Really cannot image the staff here didn't wear mask and is rude to us who wear masks. Besides, she is super rude to customers.
• October 2020 by Keely S.
  Let's start by saying this... Getting someone on the phone at this location is ALMOST IMPOSSIBLE! The do not answer phone calls... And when you arrive to pick up your rental they do not acknowledge you until they have finished with other customers - a simple I will be with you when finish would suffice. On 09/25/2020 I rented a large class C motorhome from Cruise America for 10 days. After 288 miles driven in the RV my husband noticed what felt like a flat tire, after we pulled we noticed that the rear drivers side dual tire were bent on the axel, this was at 9pm on 09/25/20. We immediately called the customer care line and we were connected with Dolores (TA22). We explained the situation and we were told we would need to be towed and then wait until the next day for the RV to be repaired. My husband explained that we were on a schedule and would like a replacement RV. Upon which time we were told that was impossible as all shops were closed and that we had to undergo thorough inspection prior to being issued a new unit, my husband explained to her that it hardly seemed fair to which she told him "let me know when you are finished and I will complete this request so we can work on getting you a tow truck" in an extremely rude tone. At 3am - 6 hours later a tow truck finally arrived to tow us to the "nearest safe location" which was a piece of dirt next to a gas station, we did not settle in until 6am due to the tire falling off (THERE WERE NO LUGNUTS ATTACHED TO THE TIRE - I firmly believe this was due to negligence on the rental yards behalf and they did not replace them when putting the tire back on as I cannot imagine THAT MANY falling off on their own) and needing an additional tow truck to lift it so we can put the tire back on and make the unit inhabitable. Being we were forced to stay overnight with no hookups we had to use the generator as the temperature outside was near 100 degrees. It was not until 5pm the next day, after many conversations and a few different mechanics coming out that we received our replacement unit. By this time we had lost our spot for the reservations we had prepaid for at Ventura Ranch KOA. We were forced to stay in the RV again overnight with no hookups being that we could not find an additional place to reserve for the evening. Upon returning the RV we requested a refund for 2 nights for the RV rental and reimbursement for the 2 nights we lost at Ventura Ranch KOA. We also requested the time used for the generator to not be calculated for 10 hours because we were forced to use it due to the extreme heat and inability to hook up. We were denied said request and instead only given back our deposit (minus the generator use). I WILL NEVER AGAIN RENT FROM CRUISE AMERICA AND HIGHLY RECOMMEND THAT YOU GO SOMEWHERE ELSE! The customer service is awful, the RVs are falling apart and they are NOT THOROUGHLY INSPECTED PRIOR TO DEPARTURE.
• July 2020 by Eva D.
  Great experience with CruiseAmerica and this rental location. I had originally reserved at the Newark location, but after reading the Yelp reviews changed to San Mateo. They were very professional and had all of our paperwork ready to go. They patiently answered all of our questions and got us out of there as soon as possible. We just had an issue with a sticky shower door which they attempted to fix.The CruiseAmerica vehicle was great. We had no mechanical issues or problems during our 3000 mile trip to/from Yellowstone. Everything was easy to operate and made our trip super fun. We learned that we like to travel by RV. Who knew?
• July 2020 by Hardy P.
  I was little worried after reading reviews of Cruise America Newark, so I decided to try this location ( Its cheaper as well )It might be smaller location compared to fremont/newark but its top-notch customer service, great RV and super clean without any issuesAs a first time RV renter, I had a LOT of questions and they were answered very professionally Already planning my next trip, if you are thinking about RV rental look no further
• January 2020 by OfLit G.
  Excellent service by the owners. Timely pickup. Clean RV all set up and ready to go. We had weather delays and had to return the RV a day late. The owners went out of their way (interrupted their own vacation) to allow for a late return. Would highly recommend this location!
• September 2019 by Trevor H.
  Rented an RV for Burning Man, received a low-mileage vehicle in excellent condition. The management was very upfront about the cleaning deposit and returned it to us in full after we cleaned the RV ourselves. Checkin and checkout took all of 10 minutes each. Very good experience - will be returning next year and recommending to friends!