October 2020 by Katie C
Extremely dissatisfied with the customer service provided by Penske Truck Rental. We rented a 16' Penske moving truck for a Saturday morning pickup. When we arrived at the pickup location, the business told us our truck wasn't there. We drove 35 minutes from another state to pick up this vehicle, and no one found it necessary to call us to let us know our vehicle wasn't there. After calling Penske, we found out they did drop a vehicle off to us. However, it was a 26' REFRIGERATED truck. This truck was huge, and did not fit down the driveway of my late mother's apartment. We had to move everything out on that day, so we had no choice but to use this vehicle. Therefore, we had to carry all of the furniture and boxes approximately 100 yards out to the street where we had to park the truck. We rented the truck for 1 day, and received a $350+ charge for the vehicle with no emailed receipt. At the time of renting, the company said we would be getting a 15% discount due to the inconvenience of the oversized vehicle. I've been calling the office for two days, and the phone keeps going to voicemail where it doesn't allow you to leave a message. After getting in touch with someone from the rental store, we were refunded a portion of our bill. Overall, while I probably wouldn't rent from Penske again, they made the situation right and corrected their mistakes. Changed review to 4/5.
