Complaints

This profile includes complaints for Kansas City Peterbuilt's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kansas City Peterbuilt

  8915 Woodend Rd Kansas City, KS 66111-1717

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  Kansas City Peterbuilt

  8615 Woodend Kansas City, KS 66111

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my truck in for service to have repaired. Spoke with service guys and stated the problem. I paid cashier for the work that was done. I had to return the truck because it was doing exact same thing, as when I took it in. Spoke with service department they stated they would get it fixed. I picked up truck again drove to destination I had to return the truck to service department again,, this went about 6 more times. They keep promising to fix it and nothing is being done. I’ve lost about a months income dealing with this issue. The last straw they told me they could fix the truck but was going to charge me $100 per hour on top of what I’ve already paid and the truck is still not fixed. I’m frustrated upset and confused. Please help.

  Business Response

  Date: 02/08/2024

  From: **** ********* (formally Kansas City Peterbilt)
  Date: February 5, 2024
  
  *** ********* dropped unit 38 at our location on December 4, 2023. His initial complaint was the truck was derated and the Check Engine Light was on. He also stated there was a Squeaking noise in the front end, and he wanted us to perform a PM service while we had the unit (oil change, fuel filter change, grease, and inspection). After retrieving the fault codes from the engine, we determined what faults to troubleshoot per the engine manufacturer’s fault code isolation procedure. We started with the Derate fault codes which pointed us to the two faults for frequent regeneration and excessive diesel particulate filter soot level. These two faults, coupled with the vehicle mileage over 400,000 miles indicate the Diesel Particulate Filter (DPF) is plugging up. We reviewed the vehicles trip recorder to find the unit has almost double the acceptable amount of idle time. The unit idles 38% of the time. The manufacturer recommends no more than 20%. The owner of this unit did not have a record of this filter ever having the maintenance performed. We advised the owner that cleaning the filter would be the starting point. We also performed an inspection on the front-end squeak and performed the PM service. We sent the customer a quote based on our findings.
  The quote included parts and labor involved in removing and cleaning the DPF and rebuilding the bushings in the front suspension. The customer approved the filter cleaning and denied the front suspension work. We let him know that he would still be responsible for the diagnostic time for finding the noise in the front suspension. We removed the DPF and cleaned per the FSX DPF Cleaning History Worksheet that is recommended by the manufacturer. The DPF passed all inspections, and after pneumatic cleaning, was well within the baseline spec set by the manufacturer. We reinstalled the DPF and ran the truck to check for leaks. According to the Repair verification steps we needed to operate the vehicle to meet the diagnostic conditions. We ran a monitored regeneration, and all readings were within normal range. During this process the fault code ***** status changed to inactive, indicating the check engine light issue had been fixed. We also test drove the unit 20 miles to confirm this. At that time, according to the troubleshooting we released the unit back to the customer.
  The truck was released back to the customer on 12/18. The customer picked the truck up and came back with a high soot level light on soon after he left. We immediately got a technician on the truck. The tech noticed in the previous technician notes that there was no record of resetting the DPF filter maintenance after the cleaning. Without the reset, the engine ECM will not have a new baseline for soot load with a cleaned filter. We apologized for the issues and took care of this at no charge to the customer.
  The customer returned on 12/21 with the check engine light on and a fault for too frequent regeneration. The manufacturers troubleshooting states “if this fault occurs too frequently, it is an indication that the engine is producing too much smoke, forcing the aftertreatment system to regenerate on a more frequent basis”. We followed the manufacturers troubleshooting for this fault again, following all steps. During this troubleshooting we found the aftertreatment fuel doser tip plugged solid with soot, and not allowing the fuel to atomize properly. This is another maintenance item that appeared to have never been done. We performed a fuel dosing module cleaning and afterwards ran several flow tests. We continued to follow troubleshooting. The last step had us run another regeneration. We monitored temperatures and all readings were in spec. We ran the derate disable procedure and released the unit back to the customer. Once again, we felt it was only right to do this at no charge to the customer.
  On 12/26 the owner of the truck called and said he was still having an issue with the check engine light. He stated he was under and load that needed to be delivered, and he was in a hurry. We got him back in the shop. The customer did not have time to wait. I explained that with the repeat occurrences of this fault we need to start looking at upstream issues that would cause the engine to produce smoke and prematurely plug the DPF. I advised him that we could reset the soot level again and change the DPF pressure sensor so that he could make his delivery and get the truck back to us. He delivered the load and came back to the shop. We got our Paccar engine support representative involved and showed them the history of this unit, along with the engine ECM reports showing all the fault code data. Our Dealer Technical Manager (DTM) reviewed this information and gave us a repair plan. The current mileage of the truck was over 400,000 miles and 10,000 engine hours. The owner did not have a history of the air management maintenance being performed or the valve adjustment maintenance. Our DTM’s repair plan included getting this maintenance done since it would all have a huge impact on engine performance and excessive exhaust smoke. We made a quote for the maintenance needed and requested the owner’s approval. The customer stated that he would not be paying another bill and that we should take care of this for no charge and refund his initial invoice in full. I believe we have done everything we could to make this right for our customer, but we cannot be held responsible for an issue that we are not at fault for. We must follow the manufacturers troubleshooting path and guidelines in order to make repairs. We performed all these steps by the book. I understand his frustration, but we can only do what the OEM recommends.  I gave the owner a reduced labor rate of $100 per hour, normal rate $210, for these quoted repairs as an act of goodwill. The customer declined all repairs and said he would come pick the truck up. We did not charge anything else. The customer came to pick the truck up Monday with temperatures in the negatives and the truck would not start. I sent a technician out to assist him in getting the unit started. We treated the customer’s fuel and jump started the truck after the weather finally warmed up. Once again, there was no invoice for any of this work.

  
  Breakdown of charges:
  
  Original Invoice KS77201
  Customer request Preventative Maintenance- $703.57
  Customer request Front suspension diagnosis- $420.00
  Check Engine Light diagnosis - $420.00
  Diesel Particulate Filter cleaning- $1,281.00 Labor | $348.69 Parts
  Taxes, Fees & Shop Supplies - $657.88
  Total charges to customer - $3,831.14
  
  
  KS77337 1.9 hours @ $210 an hour $399.00 - NO CHARGE
  KS77380 3.3 hours @ $210 an hour $693.00 - NO CHARGE
  KS77404 1.4 hours @ $210 an hour $294.00 labor | $412.39 parts - NO CHARGE
  Total contribution from Dealer - $1798.39

  Customer Answer

  Date: 02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:everything they are stating that was done nothing solve the problem the truck still runs the same the same problem issue is there.
  
  Sincerely,
  
  ****** M*****

  Business Response

  Date: 02/15/2024

  I'm not sure how we can better explain the repair process to Mr. M*****. The first step in resolving the issue Mr. M***** had with his vehicle is to determine when the vehicles aftertreatment system was cleaned. Mr. M***** advised our service representative that he was unaware when, or if, a cleaning was ever performed. When we removed the DPF and placed it into our FSX machine it was severely plugged, that documentation was provided. We cleaned the filter and reinstalled it back on the vehicle. Without this step being performed there is absolutely no way to move forward with any further diagnostics. We cleared the faults after the reinstall, the vehicle ran a successful regeneration, and was road tested with no further issues at that time. Mr M***** was only charged for the diagnostics and aftertreatment cleaning that was performed. He refused the additional estimate to further investigate the vehicle for additional failures. Again, we found an issue that required immediate attention and had to be addressed. The fact Mr. M***** has additional issues with his vehicle does not exempt him from paying for the services we provided. Please let me know how I can better explain the process or what you would like to see.