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1.8

Please make sure this email is forwarded to whomever it needs to be in order for me to receive a response. I will be sure to write fair reviews on Penske Truck Rentals, anywhere and everywhere across the web, which I discover.

Rental Agreement #: 5016****

Truck Unit #: 622109

I recently booked a reservation for this past Saturday, March 7th. Upon picking up my 16' box truck, at Home Depot in Bel Air, MD, I discovered I didn't get a truck with a loading ramp, as requested; it had a powered lift gate. This was an issue because I had furniture that was too wide to fit on this lift gate. The gentleman told me "That's what they set you up with." I didn't have a lot of time to spare, since I had individuals already waiting at our first location for the move, so I didn't argue with this employee. Luckily I paid for the additional damage waiver, because the associate didn't even do a walk-around on the truck with me. He advised me he had already done one, and marked the scratches on the vehicle. If I didn't purchase the damage waiver, I would've made sure we started over, by going outside together to walk-around the vehicle to inspect it for all of the damage that was pre-existing. I started up the truck, and notice the check engine light lit. I advised the associate, and he replied, "Oh! It's a diesel... the check engine lights are ALWAYS on in diesels... it has something to do with that whole emissions thing; and since it's a diesel, it doesn't have emissions, so that's why it's on..." (I was an auto mechanic, and have worked in the automotive industry and in customer service for over 10 years. I know better than this.) I asked that he record this on the prior damage sheet, so it's documented. He advised, "Oh yeah, it's fine. Nobody's going to say anything when you return it." As I leave, I hit my first highway, and get the vehicle up to about 45 mph; the doors are both shaking, tremendously, the steering wheel is angled about a quarter to half way to the left, as I fight the vehicle to drive straight, and the entire truck is shaking badly. I've rented from Penske before, and am aware box trucks drive a little different than cars, but this was unlike any other rental box truck I've ever driven. It starts to rain, and water begins pouring in (more than just a couple drops), consistently, through the passenger's door (since it's flapping so much). This was the noisiest, most-shaky, uncomfortable rental truck I've ever driven.

As I leave my first stop, the check engine light still remains on, and two new lights come on; one is a blown smoke diagram, and the other is a message on the dash stating "Exhaust System Malfunction." Eventually the dash starts beeping, throughout my drive to my 2nd location. I am sure at this point, you can imagine my frustration.

I filled the fuel/diesel, and returned the truck with more diesel than when I rented it (above 3/4 tank). A different employee was there when I returned the truck, and he asked, "How was the truck?" I explained my situation (above) to him. He informed me he would enter some notes to Penske, on feedback, about my experience. Whether he did, or did not, I do not know; but I have yet to hear anything back from Penske, and it's been 5 days now. The Home Depot associate advised me I went OVER my expected mileage, and they had to charge me two dollars and twenty-five cents. Even with the additional fuel I put into the vehicle, I was still charged this additional fee.

As stated above, I work in customer service, and expect to hear back from Penske in a timely manner (especially since I have yet to hear back from them since the Home Depot employee submitted my feedback). If I were to treat a customer, throughout my work day, the way I was treated, and rented out a vehicle in the condition which I received, I wouldn't have a job the next day. This is absolutely unacceptable, and I demand being compensated for at least a portion of this rental bill. From here, I plan to make sure individuals are aware of my most recent Penske Rental experience (via review sites, forums, etc.).

Regards,

James Boyer

jimboyer@***.com

Reason of review: Bad quality.

Monetary Loss: $175.

Preferred solution: Full refund.

Location: Bel Air, Maryland

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Home Depot's are the worst Penske locations to rent from! They don't care about Penske and it's customers.

They don't know anything! Sorry for what you had to deal with.

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