The Home Depot — Attraction in Vernon Hills

Beware if you are considering renting a Penske truck and trailer from this location.

We embarked on a five-day, cross-country move from Lincolnshire to San Diego and when we called Penske direct, they were wonderful and easy to work with. When we arrived at this Home Depot location to check into the details, the understaffed tool/rental area was quite the opposite. We were met with frustration and the sense that we were an inconvenience from the first greeting. We were able to confirm what we needed in advance and on the day for pickup, we were given the keys and a very basic visual walk around the truck.

The first challenge we faced was that my husband had to connect the trailer himself, which would normally be no problem, but whoever returned the trailer last had over-tightened the tire bras so hard, that it was almost impossible to get them loose. After an hour of hassling with that, we were on our way. As soon as we got onto the highway, a light came on and a loud noise came from the engine area. The light said "Service Stabilitrak" and I noticed that the truck was pulling to the left slightly. We had literally just gotten onto the highway and it seemed to be stable enough to drive, so we kept going.

We drove for a few hours and needed to fill up the gas tank, ending up in Springfield, IL. I just happened to turn the wheels inward when I parked, and my husband noticed that the front drivers side tire was so severely warn down that metal was showing (see photo). Terrified of a blowout, we called Penske Customer Service. After waiting on hold, he was hung up on. He called back and this happened AGAIN. We eventually talked to someone from OnStar (even though we did not pay for that service) and they advised that we get towed to a local GMC dealer. We instead drove very slowly down a side road to a local Penske dealer, which was closing soon.

Once we arrived, the local Penske dealer, there wasn’t really anything he could do, other than offer another truck that we could swap with. Rather than doing that, we took the chance of going to the GMC dealer that OnStar suggested since it was only a few more blocks away. Once there, they took a quick look and noticed that our 16’ truck was too big for any of their bays. By this time, Jeff, from Penske Customer Service, had arrived so we started talking through options with him.

We ended up driving back to the Springfield Penske rental location and Jeff and my husband spent the next 4 hours swapping the truck with a newer model in the grueling summer heat. Jeff was seriously so helpful in this situation and completely empathetic to what we were going through. We were finally able to get back on our cross-country journey after hours of delay and worry… and the rest of the trip was thankfully smooth sailing. I ended up driving the entire way since my poor husband had just packed the first truck the day before, then had to do it AGAIN that afternoon. We lost about 6 hours total and had to drive at night for a bit with this big truck and trailer, something we had planned carefully to avoid. Luckily none of us were injured due to a blow out on the highway but this was something that should never have happened and we feel this Home Depot is truly to blame.

If you are at all considering renting a Penske truck or trailer, please go directly to a full, true Penske office. Home Depot staff, especially in this location do not take care in quality checks when equipment is returned. They are under-staffed and quite rude and make you feel like an absolute inconvenience. We paid $2600 for these rentals and were neglected. We even explained that we had considered U-haul but wanted to give Penske a try. These Penske rentals are not a priority for Home Depot. Seriously consider your options before taking a risk like this.

Update: Penske Corp is refunding us $800 for our trouble and will be working with this location to review their...

Over the years, I have spent thousands of dollars at Home Depot, and most of them at this store. Much of it because they promise that they will make things right if they go wrong. I have not returned much. A couple things that come to mind are a few boxes of extra Pergo we bought to be sure we had enough to finish (the sales person recommended we do this) about 6 years ago, and last summer, a hammer that dented when we used it.

Today, I was appalled that they refused a return of a $10 fig tree that I bought last year. The fig, which came in a 9 inch box and was less than 5 inches inside, did not take. It is still under HD's return policy (1 year for perennials) but "Maggy" decided that it did not qualify for a return because "the stick was lacking the root". I explained to her that HD sold me a stick with a few hairs attached to it, and that when I pulled it out, that's exactly how it looked - it lost the hairs. Maybe the root stayed in the ground. She said that she didn't think so, and that she needed to see a picture. I asked, a picture of what? She said "a picture of the plant", which sounds like that part of the training was not well explained to the employees - how would a picture help, Maggy could no explain, but she wanted one. I asked to speak to the manager. "Gary" did not want to come to the returns desk, I suppose that a $10 plant is not worth his while, but he sided with Maggy that a plant that is still under return policy is not actually returnable because they don't like how it looks.

I came home and cancelled my HD credit card. They issued me one under the false pretenses that this would make things even easier with HD, so it's only normal that I don't want the card anymore. Even that was a bit difficult. The lady tried really hard to get me to talk to HD customer service so they could escalate my complaint and I would keep the card. But why would I want to do that over...

Needed to buy a step ladder. Unfortunately the ladder was hanging up above from a hook. I could not reach it to bring it down. I walked from one end to the store to the other looking for somebody to help me. Finally found Dave. Asked him if he can get the ladder and bring it up to the check out for me. Explained that I had thrown my knee out could not walk entire store again. Off he went to get my ladder. Half hour later I was still waiting. I asked three different people at check out if they had the ladder somewhere. Told them that Dave was supposed to get it for me. I asked if they can page him find out where the ladder is. I waited and waited. At this point it of been going on almost 45 minutes. I said to the two male cashiers were standing there talking I guess I’ll go get it myself and hope I don’t hurt myself. They didn’t respond. It took me a while to get it down but I did manage. I did strain my shoulder from reaching up getting it off the hook and then bringing the weight down. I checked out at self serve. Nice girl working there, she saw how upset I was verge of tears. Told her my story. She told me Dave was the manager. I’m in the middle of a house remodel and I am certainly going to do my best to get everything I need at Menards and Lowe’s. They’re right down the street. Never had a bad experience there. Going to try my hardest never to come into your Home Depot in Vernon Hills ever again. You all are lucky that ladder did not come down on my head or knock me down. A couple days of ibuprofen helped the shoulder strain. But it was all so unnecessary if Dave had just done...