Letter Writing Time!Wed, August 20, 2008 - 2:46 PM
Due to my recent experience with Penske, I wrote this letter and sent it off to whom I could. The Letter:
I am writing you today to share a very dissatisfying experience I had recently, concerning Penske Rental Confirmation — XXXXXX. Before I do, I would like to share some positive notes with you. Everyone I spoke with at the Reservation Center and the District Office was very professional and I have no complaints there. Please commend Bryan, Jake, and Kaila who I spoke with at the Reservation Center. I apologize if I misspelled any of their names.
I also want to commend Mark and Allen from the District Office. Allen was not available, and Mark assisted me. Allen also called me later and left me a voicemail. Overall, those parts of this experience were excellent. Now to explain what I am dissatisfied about.
I received a call from Seaport Storage on Monday afternoon while I was at work. I returned the call when I got off work. The call started much as I think anyone would expect it. The gentleman I spoke with, whom I cannot recall his name, confirmed the details of my reservation. He then told me that I needed to make a $5000.00 deposit before I could take the truck.
I was driving, and I am glad that the shock of that statement didn’t cause an accident. I could barely form the word, “What?” He repeated himself, “I will need a $5000 deposit on the truck.” The call went downhill form here. As the conversation continued, he harassed me over the phone, showering down questions: Why did I need the truck? Where was I going? What was I moving? Why did I need the truck for so long?
I answered each of his questions. After I answered his questions, he accused me of lying to him. He said he didn’t believe I was using the truck for those reasons. The accusations went on. I stated that a $5000 deposit was ridiculous and that I had only been informed that there may be a $150 deposit if I was paying for the truck in cash.
I was completely taken by surprise by his next question, “What do you think would be a reasonable deposit?” He wanted to negotiate a deposit price! I said that no deposit was mentioned and for an $811.16 rental, nothing above a $1000 would be reasonable. He said he would accept a $1000 deposit. I told him I would need to call him back after I discussed it with my girlfriend who was helping me in paying for the rental.
After the call ended, I was still in shock. I was angry and confused. I had a lot of work to do and I could not afford an additional $1000 to rent a truck. He did say that he would return the $1000 when the truck was returned in good condition, yet I couldn’t trust that if I brought the back in perfect condition that he wouldn’t just keep the $1000 deposit, stating that there were damages or problems with the vehicle.
When I got home, near 7 PM PST, I called the reservation Center again and was assured that this was not correct, that there was concern that I was using the truck to move a business and not household items. Jake also explained that I could call the District Office the follow day or cancel the reservation. I got the number for the District Office and thanked him for the information. I called and left a message for Allen on my way to work the next morning. On my lunch, I called again having not heard back from Allen, and I spoke with Mark. He assured me that no deposit would be needed, unless I was paying in cash, then and only then would I need to pay $150 additional.
Hanging up the phone, I felt better yet still anxious about having to be face to face with the person I spoke with at Seaport Storage. Later in the day, I called the Reservation Center and spoke with Kaila to cancel my first ever Penske Rental. I do not know if I will ever rent from Penske again, yet I know I will never request a truck from Seaport Storage.
My biggest concern in all this is that other customers have to go through experiences like I endured. I walked away from this experience completely dissatisfied before even stepping foot at Seaport Storage. Please take actions to ensure that this type of experience does not turn more customers away.
I will not be renting from Penske this year. I have made arrangements to barrow a truck from Buull's (buull.livejournal.com) brother and rented a trailer. It works out better and I don't have to make any deposit to U-Haul for the trailer rental.
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