ComplaintsforKenworth Northeast

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ABSOLUTE WORST dealer. These people are CRIMINALS and SCAM people ALL THE ***** READ ALL THE REVIEWS. I drove my 2017 KW T680 to them because I was on a load and it was closer than my regular mechanic. They charged $1279.90 to diagnose the problem. Then they provided me with a $15,000 estimate. I declined there service and told them I would pay the diagnosis fee and to have my truck ready for pickup. Then the manager ************************* called me and told me that the tech broke a bolt and the truck would need to be towed. I was 300 miles away from my regular mechanic. They were unwilling to pay the tow and after hours of going back and forth they said they would replace the bolt and re-assemble the truck. 3 days later they call me and charge me the diagnosis fee of $1279.90 and 11 hours to fix WHAT THEY BROKE. Total bill $2236.79. BEWARE THIS FACILITY LOVES TO RIP OFF HARDWORKING TRUCKERS! CRIMINALS AND SCAMMERS

  Business response

  10/11/2022

  We performed service on ******************* truck in our ********,******** location. ************** was in our ****** ******** location who couldnt get the truck in soon enough. He called and we informed ************** that we could check out his issues in ********. We stayed in communication with **** and his father ******. Our ****************** requested approval after sending a written estimate to diagnose the issue. We were given approval to continue diagnosing the issue. This customers truck has ******* miles on it and needed work. The turbo actuator had to be removed to check the turbo to see if the turbo shaft that the actuator moves was seized. It was, and due to this fact, the turbo needed to be replaced. The bolt broke when removing the turbo actuator,which can happen. We were able to tell the customer what was wrong with their engine. We provided a written estimate to repair the engine with parts that had failed and parts that needed cleaning to prevent a recurring failure. This estimate did include the required parts, labor and core charges which would be credited off the repair order when the turbo was replaced. ******************* declined repairs and asked us to put the engine back together, which we did. We only charged the customer for what they authorized and to put the parts removed during the diagnoses back together. We did have to drill out the broken bolt to reinstall the turbo.

  
  Below are statements from the service manager and the service advisor that worked with **** and ***********************.
  

  Service Manager ************************* statement.
  

  ****** only talked to them when they were at the ****** location. He said that we were closer than their shop in ******* which is where they were taking it to have the repairs completed due to their mechanic doing it for what he referred to as a fraction of the price.  His father (******) was informed of what the potential repairs that were necessary but needed to perform further diagnostics with removing the *** Actuator, which had we known we were going to break a bolt. We would have informed him which is part of the reason he is upset.  He wanted to know why we didnt inform him of all the possibilities of what could go wrong because they wouldnt have done so.  Seems minor in the grand scheme of what was needed to repair this unit properly.  The conversation went in circles,and he didnt seem to understand that bolts break on trucks, especially on a truck with over ******* miles.  He said he wanted to talk to my boss which I gave ************** name and number.  He wanted to debate me on your name and asked why I was messing with him, to which I stated that was not the case and you can certainly find out when you speak with him.  He then brought up his lawyer along with suing us and at that point I said our conversation is over.  He asked why, I referred him back to what he had just said and that it would be out of my hands at that point.
  

  Service Advisor ************************* Statement
  

  ****** at Aventura was first spoken with for approval of further diagnosing and he was told that the diagnosing will be extensive since the unit has a lot of issues.
  

  When we finished diagnosing and got the parts and availability together, I called ********************* and spoke with him about the estimate. He said he needed to contact his father and owner, ******, to get approvals. He called me back about ten to twenty minutes later and declined all repairs due to the price and said we were overpriced compared to a mechanic he knows that he can take it to.
  

  I informed him he would be charged for more than the estimate sent to him (that had close to 7 hours of diagnoses on it I believe,which is what we put into diagnosing) to put everything back together or if he wanted, he could have it towed. He of course was very mad about this and told me that was wrong and that we were ripping him off but did say to proceed with getting everything back together.
  

  I got off the phone with ***** to let him calm down a bit and to speak with **** to see what we can do. So, I called him back a few hours later and mentioned to him that a bolt broke off and that we would have to replace that bolt. He of course was even more upset now and he asked me to speak with service manager, *********
  

  ******************* was treated fairly, and we only performed work that we were authorized to by himself and his father *************
  

  Thank you,
  **************
  Director of Service Operations
  ************ *********************************** 

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