Complaints

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Kenworth T680 Dec 2018the coolant leak issue has been an ongoing problem( around 24x remote diagnostic and to the service department started 6 months after the purchase. The worst is when the truck got a check engine light while delivering a load to ******. I drop off the truck to Kenworth in ******, June 4,2022.. *** issue, Kenworth service has to uninstall and shipped it to Europe. I flew home to Atl while waiting for the part to come back and get installed. That was 2 months ago. A call from the service tech yesterday, the *** could not be fixed and the truck will not crank up . The advice is to wait for the new part from Paccar, which has no time frame. Indefinite. I am an owner-operator with only one truck to operate. I was thinking a PACCAR engine is great. The warranty cover the repair, luckily. The Kenworth ****************** are nice and friendly and are trying to get me back out on the road again. The company that built this truck needs improvement in the way they manufacture and also production of parts that it needs for repair. Bills are piling for me being out of work this long.

  Business response

  08/24/2022

  Kenworth Truck Company, a division of PACCAR Inc. has reviewed the complaint.  A Kenworth field service manager has been in contact with the customer to resolve the issue. Due to global supply chain shortages of certain parts out of the control of Kenworth the customer suffered extensive downtime. Once aware of the extensive part backlog a parts specialists in Kenworths supply chain became engaged to expedite the process to the highest degree possible. The part has been delivered and the truck is now back on the road. Kenworth has resolved the issue with the customers downtime to a level the customer is satisfied with and at this time considers the issue closed.

  Customer response

  08/24/2022

   
  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

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I delivered my 2012 Kenworth ******************************************** to Kenworth of ************ on 5/19/2022 for repair. I was given an estimate of $3500 for repairs. I was contacted several days later and was advised the cost of repairs had increased to $4877.16. I was surprised by the increase in repair cost. In addition, the service department advised me that the price would complete the repair. After the repair and road test. The truck displayed a new code. They said it was a temperature sensor or a wire. The repair would now be $5,255 but the service department would not guarantee that the truck would be completely repaired.I am disappointed that the estimate of repair has increased from $3500 to $5,255 with a possibility of repair being unknown. In addition, the service technician broke a bolt off a part and a new part is being purchased and installed at my expense. The service department is charging me 10 hours of labor for a total of $1600. I dont understand why a repair took 10 hours and the truck still isnt fixed.

  Business response

  06/28/2022

  Kenworth Truck Company, a division of PACCAR Inc is not a party to or involved in this dispute. The repairs were made by a Kenworth dealership, Kenworth of ************, DBA Kenworth of ************.  Kenworth does not have any ownership interest in this dealership whatsoever.  However, while Kenworth was not part of this transaction, we did respond when we became aware of the dispute.  We reviewed the information available to us, the records from the dealership, and our review led to an mutually agreeable resolution between the customer and the dealership, who went above and beyond to resolve this issue.  

*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. ↩