ComplaintsforPalmer Trucks, Inc.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 24, 2022 we paid Kenworth of Indianapolis East, IN a total of $2,830.30 of that, $1083.68 was to clean the *** and install DEF filter (Repair Order #EIS5996). We took our truck into Indianapolis on January 26, 2022 because of a check engine light. The ***/Def system was covered by a warranty from another Kenworth, we provided Indianapolis with the warranty information as requested and were not told there was any problem with the warranty. The estimates we received from Indianapolis were incongruent with the partial notes provided - indicating a new part was to be put on but wasn't, another part didn't fit but should have so something was done to make it fit. We also have a second issue with Indianapolis completing work on the wheel seals and correcting a coolant leak - within 3 days we had to contact Kenworth of ********, ** because the check engine light was on again, still had problems with the wheel seals and the coolant was still leaking. This second issue is hopefully being worked out but we have not received communication from Indianapolis at all. We sent a letter to Indianapolis on March 16, 2022 detailing the issues we have with being charged for work supposedly completed under warranty or work apparently not completed correctly and requesting that they work with ******** so we are not paying again for work Indianapolis noted they completed. We also asked why we had to pay $1,083.68 for work done under warranty. Indianapolis has not responded as of April 5, 2022 and our vehicle is still down.

  

  Business response

  04/13/2022

  We have received the complaint and have reviewed such with our director of service, Indianapolis service manager, Indianapolis East assistant service manager, and members of our corporate team. We take our customers' business seriously, and doing so with honest, dignity, and respect is what has propelled our growth for the past 55-plus years.

  Per review of our shop records, the following occurred:
  
  January 10 - S***dles brought in; only asked to press in king *** bushings
  January 26 - Customer brought truck in with a list of items, wheel seal leaking left steer, low beam inoperable, DOT and *** cleaning. During inspection while working on the wheel seal, damage was found from king*** install and we informed the customer that we recommend replacing the axle. King *** wedge holes were damaged. Customer declined repairs at that time and had us continue with just the wheel seal repair. During the drop and clean, we found that the *** had a cracked bung. *** was replaced previously. We obtained the invoice and turned the *** replacement in for warranty. The customer was charged for the inspection labor time.

  This complaint was the first dealership management had heard about any issue since the customer left with the truck. We have received no verifiable communication via email, telephone, or mail to the service department. We called Kenworth ******** in ************ and spoke with ***. We were advised that the unit is there and has the same issue with the axle as when it left Indianapolis. We were also informed that there was no wheel seal leaking nor anything with the *** at that time.  Service Manager ************************* and myself, ***************** Manager *************************, called ********************* and were informed that he did not submit this claim to the BBB and that we would have to call *************************. ****** was called while the unit was in ********, **. ****** was supposed to call back with more information, but did not do so. ************************* has left two unreturned phone calls with ******. 
  

  References: 
  EIS5548 press in bushings
  EIS5690 warranty claim for ***
  EIS5996 steer wheel seal, low beam inoperable, DOT and *** cleaning condition

   

  ****** is encouraged to call Kenworth of Indianapolis - East at her earliest convenience at ************** and ask to speak with ************************* or ************************* in service. It is our priority to explain the events in full and ensure ****** understands the status of her truck, the nature of the submitted warranty and billed time/completed repairs, and that the complaint is resolved to satisfaction. This response was compiled by ***************************** of Palmer Trucks corporate with feedback from Indianapolis East ***************** Manager *************************.

  Customer response

  04/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  ****** did call me (*************************) on April 7 at 2:23pm and I spoke with him regarding the warranty work.  He informed me that there is an unwritten limit of $2,500 and the 5 hours labor and additional gaskets and clamps were above that limit - we're definitely not pleased with that.  ****** then said they didn't do anything with a coolant leak.  I told him I would get back with him as I wasn't in the office and didn't have the paperwork with me.  On April 8 at 11:54am I called him back and left a message that the coolant leak was mentioned on the final invoice.  The final invoice we received has "fixed the coolant leak" on the first page.  ****** never returned my call.  I don't know why they never received my email to *****************, her email is the only one I've had since she is the one who emailed us the invoices.  There is a full page letter which I sent to the BBB that I sent to the company detailing all my concerns.  There has been no other attempt by Kenworth Indianapolis to contact us, by returning our call or email.  I don't believe further explanation is necessary.  Kenworth Indianapolis should first read the letter that they already have, along with the invoices they sent us.  If they want the **** from Kenworth Dearborn for the coolant leak that says it was a significant coolant leak, I can send that also.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

  

  Business response

  05/10/2022

  ******:

  We have reviewed your further response with our service and management teams. We have been in contact with ******** Kenworth in ******** to discuss the nature of their findings and to understand your concerns. The work at Indianapolis - East was conducted under warranty to the extent allowed by warranty, thus providing a remaining balance. We are nearing 90 days since this repair occurred, and we want to ensure you understand the findings, repairs, and reasoning for the cost in full detail. Please call us at ************** or email us at *********************************** or *************************, Indianapolis service manager, at ***********************************.

  Your understanding and satisfaction is important to us, and we look forward to speaking with you.

  Customer response

  05/12/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.   I spoke directly with ****** on 5/12/2022 and he provided satisfactory explanations along with some helpful recommendations to keep our truck running.  Although we're not sure where the communication break down occurred, we are in agreement with the final resolution of this matter.
  
  
  

  Regards,

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

*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. ↩