Penske Truck Rental

Today, my transportation company had a highly disappointing experience with Penske Rentals. Despite our reliance on their services and a confirmed reservation, the local management acted in a facetious manner, disagreeing with the rates provided by the call center. This led to them denying us a rental just five minutes before our arrival, after we had driven over an hour and 15 minutes to get there, with obligations lined up.

The gentleman at the location stated that we could not rent the vehicle unless we provided a $2500 security deposit, despite having a certificate of insurance and an exceptional track record of renting from Penske. His behavior was extremely disrespectful; he disconnected the phone call and refused to send us a copy of the requirements for renting the 26-foot non-CDL box truck.

I believe this behavior was not only unprofessional but also prejudiced and spiteful, reflecting a lack of experience as a supervisor. It felt borderline systemic racism, evident in his tone. I highly recommend that people stay far away from this location.

The 12 ft truck I rented to drive me from Durham, NC to Tucson, AZ gave me no problems and I really have no complaints about that.
However, I have to take off 2 stars because the customer service at the Morrisville location is horrible. After I scheduled for pickup at the Durham location, I received a text saying my pickup was confirmed for that location and an email saying that Penske GUARANTEES that pickup will be available at the location you book for. So, I get a Lyft (since I had no car; I wasn't towing my car across the country!) to the Durham location only to find out from an employee who works for a totally different company in that same building that the Penske office is closed! I call Penske and they said the Morrisville office is open and they have a 12 ft truck that I can rent. So then I pay for a second Lyft all the way to the Morrisville office.
When I arrived I expressed my concern and frustration to the employee at the desk. There was no remorse, no apology, no sympathy. He just looked at me like I shouldn't exist and told me that he left me a voice mail and that it's not his job to make sure I'm checking my voicemail. In reply to his sarcastic remark, I have to stress that his call did not show up on my phone. That is why I didn't check my voicemail. I check my email every day however, and it would have taken 10 seconds just to type a short sentence that would have saved me an hour of my time. I had to postpone my moving help twice because of this poor communication. I put myself in his shoes and think that I certainly would have reached out to my customer more than once, and in more than one way. I would not want my customer to be inconvenienced. It's called showing basic regard for your fellow man and that is what this man lacks. He does the bare minimum of work and then gives you an attitude. And I'm the one giving him the business! Bewildering.
So, yes you will get a decent truck, but the employees simply just do not care about their customers if any problem arises! They simply care about only themselves.

This was the fastest service ever! Great team of professionals. Thanks, guys.