Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid $18K for extended warranty. Air dryer went out and KW says lack of maintenance. So they will not cover labor or parts. Kenworth is a shame

  Business response

  12/27/2024

  Good day,

  This notification was sent to us via mail and we just received it today, 12/27/2024.  We will research and report back.  Thank you!

  Kenworth Truck Company

  Customer response

  01/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  while I dont agree to the Maintenance because it has a filter and is why its not covered under warranty which is not provided to me and the filter is changed every 6-7 months. 
  

  Ill accept the terms but noted for future and will want to talk to the warranty person if this arises again 

  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have 20 Kenworth trucks, the newest being a 2023 T380. On this truck the radiator has already started leaking, with no outside damage being a factor. We have extended warranties on the truck but the radiator is not covered. We do not see how a radiator, with no damage, can not be warrantied on a truck with just over a year's run time.

  Customer response

  09/25/2024

  Complaint #******** The party has gone above and beyond to address our issue/complaint. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a 2024 ******* dollar kenworth truck built. It was a NIGHTMARE from start to finish. It caused me entirely to much stress. I've had reps quit, a bed built wrong and delivery dates promised that could not be fullfiled. When I picked up my truck 3+ months late, I had to come home and fix the wrongly built bed. It was supposed to have a lift and instead I got a barn door. No one ever let me talk to the people who were building my bed. The salemans knew what I wanted but in the middle of this disaster, he got fired. So the new guy took it apon himself to put what he wanted for me. I paid for something that I didn't get, a lift gate. To make matters worse, the bard door I had to finagle to make work. It would not close! The next matter, I paid 3000 a month for almost four months while not having my truck. I lost 3 months of work. My delivery date was February and that's when my payments began. So when I finally received the truck, lo and behold, a part when bad, of my newly and just received 2024 ******* dollar truck. I had to lose another day of work to take it an hour away only for them to tell me "we can't get the part." Unbelievable. I lost another 5 wks. So I've been making payments for six months and only used it 6 weeks to make the payments. This has had an enormous financial impact to my company.

  Business response

  08/16/2024

  Via Electronic Submittal to **************************************************
  Better Business Bureau
  P.O.Box 191279
  *****,ID *****
  
  Re:     ********************* Complaint
              BBB Complaint ID ********
  
  This correspondence is a reply to your letter dated July 22, 2024, regarding a complaint submitted by *********************.  We apologize for the delayed response, but the complaint failed to include a vehicle identification number. Hence, some research was necessary to identify the vehicle and transaction at issue before we could evaluate the merits of the request. We have now completed our review. Kenworth Truck Company (Kenworth) declines **************** request for monetary relief and respectfully suggests it be directed at independent companies, as explained below.
  
  Kenworth manufactured the vehicle chassis and sold it to the selling dealer, ******* Kenworth in ******, ****, which is an independently owned and operated corporation that is not controlled by Kenworth. ******* Kenworth worked with ************** to coordinate the purchase and installation of a dump body, pursuant to specifications given by **************. ************** cites dissatisfaction with the wrongly built bed that was supposed to have a lift and instead I got a barn door. He also cites specific defects in the dump body, stating the door would not close. Finally, he notes concerns about the professionalism of the staff at selling dealer. In short,all the complaints arise from actions of independent companies; none relates to dissatisfaction with the chassis that was manufactured by Kenworth.
  
  The financial impact to Mr. ****** business is regrettable, but Kenworth was not involved in the completion or delivery of the final vehicle to **************. Those activities occurred downstream in the multi-stage manufacturing process and were entirely administered by independent entities. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Truck SBDS had Accident on 1/13/24 and I towed my truck to MHC Kenworth - Cedar Repairs at 360 French Ct SW , Cedar Repairs for checking and Estimation but they Did Fraud to me, because they towed my truck to towing company without informing me , and now the towing company charging from me and it should not me because they didn't inform me before towing my truck, it should be Kenworth has to pay the towing fees. I just need estimation. for insurance and they towed my truck without informing me. So, I need help with this matter. I will be appreciated.

  Business response

  02/01/2024

  Response:  The vehicle was manufactured by Kenworth Truck Company, an unincorporated operating division of PACCAR Inc.  Kenworth Truck Company, a division of PACCAR Inc is not a party to or involved in this dispute.  The situation in question, an accident repair estimate request, will be handled by the customer with their insurance **********************.  No repairs were made by a Kenworth Dealership, however the unit was towed to MHC Kenworth-************. Kenworth does not have any ownership interest in the dealership.  However,while Kenworth was not part of this transaction, Kenworth did respond when the customer contacted us.  We reviewed the information available to us, the records from the dealership, and our review did not indicate any negligence on the part of the dealer.  The vehicle was involved in an accident, to what extent or location is unknown by Kenworth Truck Company.  The vehicle was towed to MHC Kenworth ************ during off hours and parked for an estimate. The dealer states they did not know who dropped the tractor and trailer off at the dealership. The dealer advised no contact was made by the customer. The dealer made every effort, by calling around to tow companies, to find out whose tractor and trailer it was. The tractor and trailer were partially blocking access to their yard and the vehicle was moved by a second tow company to a holding yard. MHC Kenworth has been requested to discuss the situation with the customer. It is our understanding that after the customers initial complaints MHC Kenworth (location of current repair), with the cooperation and ready assistance of Kenworth (who agreed to contact the customer and recommend contacting their insurance provider) will resolve any communication issues as stated by the customer.  *********************** position is that this dispute needs to be handled between the customer, repairing dealer, and the customers insurance provider.  

  Customer response

  02/09/2024

  But I *************************** needs justice like is it okay that  dealership without informing me towed my truck to another towing company Also, I requested for estimation but no one gave me that and just because of being towed my truck has been total whose responsible for that. Its a humble request kindly take action on my complaint or give me in written that you as a repudiated company cant help me in this matter.

  Thank you
  ***************************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ****** review MHC kenworth ***** ******** This dealership and managers are nothing but liars that have no concern for owner-operators and their equipment. They refuse to warranty their work and parts.Called yesterday on a power divider seal that was done by this dealership on May 10 2023 and asked for confirmation of warranty. Person on the phone check with his manager said yes, all work and parts they perform within a year is warranty. Got there today at 11:00am in the morning. Check in and proceed to wait. At 5:00pm the service ***** said manager refuses to warranty any work (after 6 hours of waiting). I ask for a reason why and the manager refused to give me any reason why and told the service clerk to just give me a quote to have it fixed. I walked out the door and said, I will never come back here again that you're nothing more than a bad company that does not service your customers while trying to rip them off.

  Business response

  01/04/2024

  Response: Thank you for your patience as we researched the service history on the complainants vehicle.  As an initial matter, Mr. ******* complaints about the customer service he received are not directed at PACCAR Inc.  Rather, they involve the actions and statements of an independent dealer. However, because the vehicle was manufactured by Kenworth Truck Company,an unincorporated operating division of PACCAR Inc., and is covered under the manufacturers warranty, we have investigated the complaint.  We were able to identify the vehicle by *** and we respectfully disagree with Mr. ******* contentions in his complaint.  In speaking with the servicing dealership in question, they dont have record that Mr. ******* vehicle was checked into their location in December 2023, where he claims that he waited for 6 hours and was told the repair was not warrantable. We were not privy to the interaction and take no position on the veracity of either the customers or the dealers statements.  Kenworths ************* Manager contacted **************** on January 3, ****, and let him know that we will support a repair at a dealership of his choosing.  **************** advised that he wasnt sure which direction he was headed once he was loaded in ******* and will work to get service set up either in ***** or another location.

  Business response

  01/16/2024

  The Better Business Bureau mailed Complaint ID ******** to ********************** on December 17, 2023.  The letter was delivered to Kenworth while we were closed for the holidays.  I responded to the complaint via ************************************************* on January 4, 2024.  I thought the issue was resolved; however, I received a notice today that the complaint is closed in BBB files as UNANSWERED.  Could you please reopen the file and add the response we submitted on 1/4/24?  

   

  Thank you.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between April- July 2023 ******* Reliable truck We purchased 2 brand new trucks t680 they both failed us. One of these truck has to be constantly in the shop for repairs. We are being charge that the manufacture failed to build right. Zero percent corporation from Kenworth to Paccar - Paccar blames Kenworth and vice versa

  Business response

  12/12/2023

  Dear BBB,

  I received notification from you today, 12/12/23, that this case has been closed due to "no response" from Kenworth Truck Company.  I did not receive any prior notifications from you regarding this complaint.  I have been the contact for your notifications for many-many years and have always responded well before the BBB imposed deadlines.  Kenworth Truck Company would like you to re-open this complaint and provide us with an opportunity to respond. In the meanwhile, our team will reach out to the customer and resolve the issue. 

  Going forward, it would be best if you mailed all complaints to the following address:

  Kenworth Truck Company

  Attention: Kenworth General Manager and Vice President

  PO Box 1000

  ********, **********  98083

   

  Thank you,

  *************************

  Business response

  12/15/2023

  Response: Thank you for your patience as we researched the service history on the complainants vehicles.  The vehicles were manufactured by Kenworth Truck Company, an unincorporated operating division of PACCAR Inc.  ************** purchased the vehicles from an independent Kenworth dealer, Great West Kenworth.  We were able to identify the vehicles by VIN,and we respectfully disagree with Ms. ****** vague contentions in her complaint.  Far from providing zero percent corporation [sic], PACCAR has given ************** approximately CN$10,000 in repairs free of charge.  PACCAR has also given ************************* payment on top of the repairs as a gesture of goodwill. The two vehicles in question (NJ992277 and NJ992278) were put in service April 6, 2022 and April 22, 2022, respectively.  Although the Basic Warranty for these two vehicles expired, April 6, 2023 and April 22, 2023, respectively, both units are also covered with engine and aftertreatment extended premium warranty (5 years/960K km) and fuel injector extended warranty (10 years/700km miles).

  Unit NJ992277 was at Great West Kenworth for two issues that were corrected with a part replacement.  The second repair, September 8, 2022 required a part to be replaced and the lead time for the part took four weeks.  The customer requested financial assistance for this downtime and Kenworth made a payment to the customer to cover one monthly ********************** payment.  This unit was brought back November 23, 2023 with the complaint that the check engine light would intermittently come on and the truck would go into derate.  Great West Kenworth ran a diagnostic test and could not duplicate the issue.  The dealership has asked the customer to bring the unit in so they can test it with a loaded trailer to duplicate the issue,but the customer is not authorizing or approving that request.  Eleven repairs, including inspection were covered under warranty for this unit; additionally, there were two invoices covered with goodwill after the basic warranty expired.

  Unit NJ992278 was a Great West Kenworth for two repairs that required part replacement on February 22, 2023 and March 24, 2023.  Four repairs, including inspection were covered under warranty for this unit.
  

  PACCAR declines complainants request for a replacement vehicle.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a brand-new Kenworth T380. The mirror fell out why the truck was driving down the highway. The truck has been to two certified Kenworth dealers who both determined the mirror was built improperly and the glass fell out with no damage done to the mirror itself. This is clearly a warranty issue, but the company will only warranty the glass. The glass is not available anywhere in the country, the mirror assembly is available next day. We have a brand-new truck sitting because the glass fell out due to a manufacturing error. We need to have this truck operational. If the glass is not available anywhere with no lead time the entire mirror needs to be replaced. We have 20 Kenworth trucks but will not buy another if getting parts for a brand-new truck is so difficult.

  Business response

  05/18/2023

  Kenworth Truck Company, a division of PACCAR Inc is not a party to or involved in this dispute.  The product in question, a mirror.  This mirror was ordered by a Kenworth Dealership, Truck Enterprise of ********** **, DBA Truck Enterprise Inc. Kenworth does not have any ownership interest in the dealership whatsoever. However, while Kenworth was not part of this transaction, we did respond when made aware of the customer concern.  We reviewed the information available to **, the records from the dealership, and our review did not indicate any negligence on the part of the dealer.  Based on our review,the work performed at the dealership did not contribute to the delay in the delivery of the part.  Nevertheless, we encouraged the dealer to respond to the customer.  It is our understanding that after the customers initial complaints Truck Enterprise, with the cooperation and ready assistance of Kenworth Truck Co. was able to locate a mirror assembly and have the part delivered and installed.  Contact was made with the customer that part had arrived fulfilling their open order.  While Kenworth attempted to assist in communication and stands ready to help facilitate, Kenworths position is that this dispute needs to be handled between the customer, and the repairing dealer.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April I dropped my semi off to have work done on ac and other things during repairs dealer found axle had metal in oil suggested repair. I asked what would be warranty on repair for the estimate was steep business suggested full warranty for repairs for 90 days cover parts and labor and year repair on parts. Repair done in ***** ***** repair on the axle fails and even if there was a question about parts that failed parts manufacturer verified it was definitely their parts internally that caused failure. When this occurred the failure caused irreparable damages to the axle housing that would force it to have to be replaced. Now the dealer has informed me that of the $27k I spent to repair $21k would be needed to repair axle but that repairs would not be covered which has left me down without the vehicle or a job for the foreseeable future this has caused financial hardship and was definitely not close to the agreement that was stated I am facing repossession and financial ruin because of this if there was more honesty then this is a repair I do not make and that $ couldve been spent on a better asset now I dont have anything but a email chain of liability denying

  Business response

  05/11/2023

   Kenworth Truck Company, a division of PACCAR Inc is not a party to or involved in this dispute.  The product in question, a forward drive axle, was manufactured by ***** Corporation and replaced with a ****** Truck Parts remanufactured carrier assembly and bearings.  The repairs were made by a Kenworth Dealership, Kenworth Sales Company.  Kenworth does not have any ownership interest in the dealership whatsoever.  However, while Kenworth was not part of this transaction, we did respond when the customer contacted us previously.  We reviewed the information available to **, the records from the dealership, and our review did not indicate any negligence on the part of the dealer.  The vehicle is an older model and based on our review, the work performed at the dealership did not contribute to the bearing failure and subsequent axle housing damage.  Nevertheless, we encouraged the dealer to respond to the customer.  It is our understanding that after the customers initial complaints MHC Kenworth (location of current repair), with the cooperation and ready assistance of Kenworth (who agreed to assist with communicating with ****** Truck Parts) will provide failed components to ****** Truck Parts for analysis and warranty consideration.  Kenworths position is that this dispute needs to be handled between the customer, repairing dealer, and/or ****** ********************** Parts.  

  Customer response

  05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new W900 in Feb 2022. Was hoping a new truck won't drag me into a major repair headache for some time at least. March 14/2023 headlights start acting up in the middle of the night, flickering high beam & low beam, then the hazard lights came on automatically, then the headlights won't switch off, and then the display shows "Circuit ******** ************ Immediately".Drove around 300 miles with no turn signals and only one low beam on the left side. The next day 03/15/23 canceled all of my scheduled loads and took the truck to Kenworth Sales of ***********, **. I was advised that it will take at least 2 weeks before they can start diagnosing the issue. On March 24, got an email from the shop that the chassis wiring harness is faulty and needs to be replaced, will take **** weeks to get one, and the total repair cost is $6857,43. I asked the mechanic whether it was covered under warranty, and he answered "Unfortunately, the warranty for this repair expired on 2/1/23 or ******* miles" (the truck has 105k miles).I'm very frustrated... Why should a critical component like the Chassis wiring harness fail at or around 100k miles on a quarter-million-dollar new truck, & why should I pay that repair bill? The wiring harness lasts a lifetime unless something went south during the manufacturing process. I've never seen this happening to any of my trucks before, some over a million miles...Been over 2 weeks now with no truck, no job, and still making insurance and truck payments in these toughest times, plus that ~ $7k repair bill will put me out of business for sure. I've called Kenworth @ ************, and opened the case on this issue, case # ********, after 4 days they left a VM that "the dealer says the warranty is expired on this repair".Asking Kenworth Company to handle this. This is a factory defect! The chassis wiring harness should not & will not fail this soon.Please, don't force me out of business! Here is the *** *****************

  Business response

  04/06/2023

  Customer contacted ********************** **************** on March 24th with complaint of chassis harness wear thus causing electrical concerns.Customers truck had previously surpassed the base warranty coverage. Kenworth ************* worked with local dealer in ********* providing technical guidance on repair. Truck is being returned to service pending receipt of replacement harness. This issue has been addressed and resolved to the satisfaction of the customer.

  Customer response

  04/06/2023

   Kenworth Truck Company paid 33% of the total invoice.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We Bought T680 Kenworth in April 2019 It start displaying Database Failure (Exterior Lighting) Pull Over Safely and ************ first time ibn 11/12/2020 we took to dealership they updated software & gave us truck back this sigh keek coming on&off we kept driving because when we go to shop there was no sign on dash after that we dropped truck to dealer ship in *********** ** they too almost month to check & said they changed some harness but problem was never fixed in 2022 truck has been to shop 4-5 times with same problem every time we go to dealership they do something check harness update software & do nothing truck had same problem again now Kenworth cannot do anything to get it fixed

  Business response

  10/03/2022

  Kenworth ************* has reviewed the technical information related to this case. The chassis has documented post warranty period repairs performed to resolve a data bus failure. It appears the issue was resolved back in March of 2021 with a Kenworth approved harness overlay from the firewall to the chassis module. Since the March of 2021 repair, there were no documented cases of further related issues until approximately 1 year and ******* miles later in February of 2022. Upon inspection it was found that an additional harness modification had been performed by an unknown source. The customer was credited for the initial repair (3-10-2021) at the time the second repair was performed on March 15th of 2021. The dealerships actions to resolve the issue were thorough accompanied by reduced billing to the customer.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩