Penske Truck Customer Service — Expert Practical Guide

Overview and what to expect

Penske was founded by Roger Penske in 1969 and today operates truck rental and leasing services across North America under the Penske Truck Rental and Penske Truck Leasing brands. Customer service for Penske is structured around a network of company-operated centers and franchised locations, supported by centralized reservation, roadside and claims teams. For current official resources and local contacts use the corporate web portal: https://www.pensketruckrental.com.

From a customer-experience perspective, Penske’s model is transactional (reservation → pickup → rental period → return) but must also support after-the-fact billing disputes, damage claims, and emergency roadside assistance. Knowing where to find the contract codes and the roadside phone printed on your rental agreement reduces handling time and avoids common escalation paths that add 48–72 hours to resolutions.

Contact channels and service-level expectations

Penske supports multiple contact channels: on-site branch counter agents, a centralized reservation interface via the website, email/contact forms, and a printed emergency/roadside number on every rental contract. For urgent safety events (accident, breakdown, lockout) use the emergency number printed on your rental paperwork — that line is routed to a 24/7 operations desk intended for immediate action. Non‑urgent requests (billing questions, receipts, refunds) are best handled by the branch where you rented or via the online contact form to create a documented ticket.

Reasonable SLA expectations to track when you contact Penske: an immediate response for true emergencies, first phone or live-chat acknowledgment within minutes for reservations, documented email replies within 24–48 business hours for billing questions, and claim investigations typically opened within 3–7 business days with a target resolution window of 7–30 days depending on third-party inputs (police reports, repair estimates). If you do not receive an acknowledgment in the expected time, escalate to the branch manager or ask for a ticket/reference number to avoid duplicate work.

Reservation, pricing components, and reading your contract

Penske pricing is built from several discrete components: base rental (daily or weekly), mileage (per-mile or unlimited depending on product), fuel (you can pre‑purchase fuel or return with same level), optional protections (collision/damage waivers, supplemental liability), environmental or disposal fees, and local taxes. Always confirm whether a quoted price is “base + mileage” or “flat day rate” — this changes the economics for moves longer than 100 miles. Typical market examples in 2024: short‑haul 12–16′ vans often quote from about $29–$89/day depending on season and availability; large 26′ trucks commonly start in the $149–$249/day range for one-way moves, excluding mileage and fuel. These figures are illustrative; your branch quote is binding.

How to read the contract quickly: find the “Charges” block (often labeled RENT/EXTRAS), the “Insurance/Protection” block (shows any Damage Waiver cost if accepted), and the “Return/Mileage” block (shows per‑mile rate or flat mileage allowance). Example calculation for transparency: if your 26′ truck base day rate is $199, mileage is $0.79/mile, you drive 100 miles and purchase a damage waiver at $29/day, your raw cost before tax is 199 + (100×0.79) + 29 = $199 + $79 + $29 = $307. Add local tax (e.g., 8.25% = $25.31) for a total of $332.31. Understand deposit/hold amounts: Penske often places a temporary credit‑card authorization (hold) to cover potential incidentals; budget a $150–$500 hold for consumer moves and more for commercial accounts.

Roadside assistance and claims — step-by-step process

When you experience a roadside event, follow a documented sequence to shorten resolution time: 1) Ensure personal safety and obtain aid; 2) Call the roadside number printed on your rental contract (this reaches Penske’s emergency desk); 3) Record the incident number provided by the agent and the name of the technician or tow vendor; 4) Take time-stamped photos of vehicle position, damage, and surrounding conditions; 5) If there is property damage or injury, obtain a police report — note the report number and agency. Keeping all these items organized reduces claim processing time from weeks to days.

• Documentation checklist to provide when filing a claim: contract number, rental agreement page reference, photos (4–8 images: wide shot, close-ups, odometer reading), police report (if applicable), tow/repair invoice, repair estimate, names and contact info of witnesses, and the reference/ticket number from the roadside call.

For non-emergency claims (billing dispute, damage noticed on return), file the claim via the branch or the online contact form within 48–72 hours. Escalations often fail because customers lack the photos or the ticket number: always ask for a claim/reference number and expected response timeframe. Penske’s claims team will typically coordinate repair authorization or reimbursement once liability is established; expect follow-up requests for estimates and vendor invoices.

Escalation, recovery, and feedback channels

If you are not satisfied with first-line resolution, escalate in this order: branch manager → regional operations manager → corporate customer relations via the website contact form. When elevating the issue, include the reservation/rental agreement number, ticket/claim numbers, names of agents you spoke with and timestamps, and concise bullet points of desired remedy (refund amount, repair approval, credit). A clear escalation packet reduces back-and-forth and typically produces a substantive response within 5–10 business days.

• Practical escalation steps: (1) gather contract + photos, (2) call branch and request manager, (3) if unresolved within 48 hours, submit the online feedback/form at https://www.pensketruckrental.com with attachments, (4) reference your ticket number in all follow-ups and keep copies of email receipts.

Finally, use measurable feedback: rate your branch and the call outcome, and when appropriate use social channels or third-party review platforms with documentation — companies respond faster when a documented public record exists. For corporate or legal inquiries, route communications through the contact form on the official site to ensure your case is logged in Penske’s centralized customer relations system; maintain patience but insist on ticket numbers and expected timelines to keep the process moving.

How to connect to Penske truck?

Make sure the Bluetooth® settings are enabled on your Android or iOS device. Location services need to be activated. Open and sign in to the app before powering on your vehicle to ensure ELD is functional. Log in to the Penske Driver app and select “Hours of Service” from the menu of options.

Is Penske customer service 24/7?

Contact Penske Truck Rental
Our customer service representatives are available Monday through Friday from 7 a.m. to 11 p.m. ET and Saturday through Sunday from 7 a.m. to 9 p.m. ET to assist you with personal truck rental information. In the unlikely event of a breakdown, call the Penske 24/7 Roadside Assistance team .

What happens if you don’t return a Penske truck on time?

Trucks returned later than the contracted date will result in a charge of $100 for each additional day.

What is the lawsuit against Penske?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Recent Penske lawsuits include a 2024 class action alleging a violation of Illinois’ Biometric Information Privacy Act (BIPA) for collecting driver facial data without consent, a class action from 2020 claiming California labor law violations including unpaid overtime and improper breaks, and a 2021 lawsuit for a wrongful death claim after Penske allegedly rented a truck to a negligent driver. There are also ongoing lawsuits, such as one filed in 2024 by shareholders of Penske Automotive Group against the company’s board for allowing Roger Penske to gain sole majority control through stock buybacks.  Class Action Lawsuits

• BIPA Lawsuit (2024): . Opens in new tabA former Penske Logistics driver filed a class-action lawsuit alleging the company violated the Illinois Biometric Information Privacy Act (BIPA) by using AI-powered cameras to monitor drivers’ facial geometry and performance without proper consent. 
• California Wage and Hour Lawsuit (2020): . Opens in new tabA class action was filed in California alleging Penske Truck Leasing failed to provide proper meal and rest breaks, pay for all overtime, and properly calculate overtime wages, among other California Labor Code violations. 

Other Lawsuits

• Wrongful Death Lawsuit (2021): . Opens in new tabA family filed a wrongful death lawsuit against Penske Truck Leasing after the company rented a van to a driver whose negligent driving caused a fatal crash. 
• Shareholder Lawsuit (2024): . Opens in new tabA shareholder lawsuit was filed against the board of Penske Automotive Group, alleging they breached their fiduciary duties by allowing Roger Penske to acquire a majority stake in the company using $1 billion in stock buybacks. 

Previous Legal Actions

• Penske Agrees to Settle 2017 Wage Lawsuit: . Opens in new tabPenske Truck Leasing settled a 2017 class action lawsuit with its drivers over alleged denial of meal and rest breaks in California. 
• Department of Justice Settlement (2014): . Opens in new tabThe Department of Justice settled a lawsuit with Penske Truck Leasing to enforce employment rights for an Air Force Reserve member. 

AI responses may include mistakes. Learn moreLawsuit: Company’s board was too deferential to Roger Penske, blew …Jan 6, 2024 — Lawsuit: Company’s board was too deferential to Roger Penske, blew $1B on stock buybacks. JC Reindl. Bloomfield Hills-b…Detroit Free PressJustice Department Settles Lawsuit Against Penske Truck Leasing …May 5, 2014 — Breadcrumb * Justice.gov. * Justice Department Settles Lawsuit Against Penske Truck Leasing Co. To Enforce Employment …Department of Justice (.gov)(function(){
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How much does Penske charge to rent a truck per day?

Penske rental truck prices range from about $130 to $1200 daily, depending on your move distance and truck size. The company offers unlimited mileage for one-way moves, which can help you save a lot of costs when moving out of state. However, their round-trip rentals cost $0.99/mile.

Can someone else drive my Penske truck?

Can someone else drive the truck I have rented? Yes. You may add up to three additional drivers for a fee of $10 each. Family members may be added at no charge.