ComplaintsforWhiteford Kenworth

• Initial Complaint

  03/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2019 Kenworth T680 at Whiteford of Kenworth, Perrysburg location. I was told the truck needed no repairs a couple days before we closed out the loan. I picked up the truck and not even 24 hours of having it the check engine light and SCR light came on. I contacted my rep immediately, I was told they could not help me. This left me with a bill of $5800 from the shop and missing work for 1.5 weeks. They would later offer to pay $860 of the $5800. Off principle alone that was UNETHICAL and DISRESPECTFUL to say the least.

  

  Business response

  03/29/2023

  Good morning!  

  The customer purchased a 5 year old USED truck for a fair price.  The customer paid for a warranty with the unit.  Typical warranties cover part failures or failures in workmanship.  They do not cover wearable maintenance related items, especially those undetectable at the time of evaluation prior to a sale.  Prior to the customers possession, the truck was held for multiple weeks waiting on the customers financing while we attended to any concerns the customer had through that period.  As indicated in the customer provided text message, a Preventative Maintenance inspection had been completed within the prior month and within 500 miles from the mileage shown on the odometer at the time of the check engine light.  From the time the customer took possession, the truck was driven several hundred miles across the state over a period of 24 hours from departure.  The customer did not report the issues for another couple of days.  Once we received the unit back we reported to the customer a sensor failure along with a couple wearable maintenance items.  The sensor was to be covered under the warranty purchased with the unit, and the maintenance items no warranty will cover.  This was communicated back to the customer in a timely manner along with a reminder of the two SOLD AS-IS agreements the customer had signed at time of delivery stating there was no expressed or implied further warranty.  As a dealer we feel this truck was fairly represented as a USED truck including all faults we had knowledge of at time of delivery.  The risk of purchasing a used unit is that it is not NEW.  

  In the following days,(approximately 2 weeks ago), the customer posted a poor google review.  The above paragraph was conveyed to the customer at that time on the google review.  We also offered to have our Branch Manager discuss the situation with the customer, which that conversation did occur a few days later via email.  Our Branch Manager reviewed the situation and offered to cover a portion of the repair.  The customer felt the offer was unacceptable and made an outrageous counter offer.  The customer then threatened to notify the BBB and then conveyed within a week they will be sending over a letter of demand from an attorney.  We then asked the customer to have their attorney contact us regarding any future communication as is typical company policy when attorneys get involved. 

  At this point we feel we have attempted to resolve but if attorneys get involved, we see no opportunity to discuss further.  

   

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  No threats were made, I told them what I would do if they did not want to reconsider their $860 offer. Kenworth had ample time to give me a credible offer. They did not take in consideration that I bought a truck that was supposedly, "ready to hit the road." They did not take in consideration I was out of work for nearly 2 weeks. Their response in summation was that I bought the truck at a good price and I should be grateful! Excuse me?! I drove the car several hundred miles? Yes, but that is because I live nearly 180 miles from them, after the transaction I drove 80 miles to Cleveland to pick up my new trailer then drove 206 miles home. So the "several hundred miles..." I drove was to make my way back home! I reported the issue the VERY next day. These are bold face lies I have evidence of the email I sent my rep directly(see attached). Either their poorly ran or lack good communication, if they don't know this. Not to mention, the day I went to pick up the truck it was not out front. I asked the lady helping me, "where is the truck?" She told me, "In service." I proceeded, "What is being serviced?" I kid you not her EXACT response, "ehh I don't know." Smelled fishy but the excitement of buying my first Kenworth got the best of me as I ignored it and continued to buy this truck. They would serve me the truck with the diesel light on, they gave me a truck I paid 70k for with no fuel in it. I asked if this was normal practice, they spoke and asked me to follow one of their reps to get the truck fueled... ABSOLUTELY unacceptable, but they fixed their wrongdoing. The warranty bought was from a third party. I was told the truck needed nothing, I planned my budget to service the truck in a month. I ended up with a bill of $5800 without even running a SINGLE load with the truck. Yes I am seeking legal action but nothing is set it stone yet I am not asking for something outrageous, I asked for the repairs then I asked for the repairs and time missed from work. I believe that is fair, I am open to negotiating with Whiteford of Kenworth IN GOOD FAITH.

  
  
  Sincerely,
  
  ***** ****

  

  Business response

  03/30/2023

  Respectfully, the customer has posted a poor review to Google, involved the BBB, both of which we consistently and urgently responded to.  Prior to the BBB complaint, post Google complaint, we were in email communication with the customer, explaining our side of the situation and offered a monetary resolution.  The customer responded/countered with the email below, which we took as a threat, involving attorneys and a lawsuit.  At this point, we see no value in continuing communication in a online forum considering the customers plans to involve attorneys and a potential lawsuit.  

   

   

  From:  
  Sent: Tuesday, March 28, 2023 10:35 AM
  To: ***** **** <*********************>
  Subject: RE: *********** **** ******** ****
  
  Good morning *****,
  
  Please have your attorney contact us regarding any future communication.
  
  Thank you, 

   

  From: ***** **** <*********************>
  Sent: Tuesday, March 28, 2023 3:15 AM
  Subject: Re: *********** **** ******** ****

  Good evening
  
  I spent the last week searching for a consumer attorney, I found one. We have evidence in writing that proves promises were made prior to purchasing the truck which became false. I was advised to give you guys a counter offer before proceeding with a lawsuit. My counter offer is  as follows: you guys pay the FULL $5,880.29 for repairs plus a CONSERVATIVE $6,541.69 in lost wages and we go our separate ways. At that point I would be more than happy to take down the google review.
  
  Should this request be rejected/ignored, I will be reporting to the BBB and within a week of that, my attorney will be sending over a letter of demand; which would include true lost wages, lawyer fees, cost of repairs, additional repairs among other things... I will copy and send this via text to make sure you have received it. We expect a response by Thursday the 30th of March, thank you.
  
  Best,
  
  ***** *.
  *** *** ****
  ********** ***

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We can negotiate in good faith, I have not gotten an attorney involved. I have gotten advice from one, but I am willing to negotiate directly in good faith. I would prefer negotiating, I just believe being a Kenworth dealer offering $860 to a repair that occurred when it did for $5800 was RIDICULOUSLY low. Also considering I was out of work it just didn't make sense to me.

  I would prefer if we negotiated directly and come to a mutual agreement. You guys have my contact info.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon constantly going back and forth with whiteford kenworth I am at my whits end. November 2021 I took my 1993 kenworth t600 into whiteford kenworth to do some preventative maintenance ( new radiator ) there was a mix up with pricing on the cost and we were charged too much. We got that fixed pretty quickly we were quoted 5000 out the door kenworth tried to charge us 6500, and that's where I believe this retaliation has come from. After the radiator repair was done I got my truck back and after the repair I got home. 3 days after the repair I'm out on a run snd get to my last stop and see a huge puddle of coolant under my truck. whiteford kenworth claimed they did nothing wrong, however they loosened my fan bolts and the fan flexed into the radiator. Argued with whiteford for bout 3-4 weeks before they took blame causing me to miss out on work. We ended having to get 5 different mechanics involved proving they didn't do the job correctly. The issue was they reused old hardware ( radiator struts ) they told my wife it was due to a tie rod endlink ( suspension part ) my wife even clarified and asked if they were referring to the suspension. We ended up getting 5 different mechanics involved to fix the issue. Before they accepted blame. I get the truck back and drive home again upon getting home I find broken fan parts under my truck. And the radiator cut. I immediately call kw back and inform them they blame the truck and I. At this point I'm fed up and demanded they send me a new fan. They offer me a fan at their cost ( 190$) the bill they sent was 290 had to get that corrected. Upon installing the new fan. We found that they reinstalled my fan backwards, and reused radiator bushings, And other hardware instead of using new hardware. This caused me to miss out on weeks if not months of work. I don't want my money for the parts I want my money back for the work. Kenworth clearly did not perform the job seeing as I had to do the job twice to fix their mess

  

  Business response

  09/07/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 9/7/2022]]

  Ms. *********,

   

  Thank you for the quick chat today. 

   

  I received the attached letter yesterday.  I apologize for the delay, however, ***** *****, who the letter was addressed to, is no longer with the company and it took a little bit to find its way to me. 

   

  Please see below as I have outlined a response to various points of Mr. ******** complaint:

   

  Claim- November 2021:Brought truck to our **** Whiteford Kenworth location:

  Mr. ****** initially called in for a quote /estimate in October of 2021 for the radiator mentioned in the complaint.  The quote was dated October 7, 2021 and I show the truck arriving in our system on/around 1/12/2022.  The operations listed on the work order from January 2022 include:

  1. Replacement radiator
  2. Wheel Seal leaking
  3. Heat not working
  4. Fuel leak
  5. Windshield wipers not working

  Of the 5 requested repairs above; we completed the radiator operation by removing the existing radiator and installing a new one.  The wheel seal operation was deemed a workmanship defect from a prior repair and thus we internally warrantied that repair, replacing the wheel seal.  This was done at no cost to Mr. ******.  The heater operation was completed with a simple unplugged connector.  The fuel leak was repaired with a new hose.  The windshield wiper repair was quoted and Mr. ****** subsequently declined the repair.  Mr. ****** did not want to invest in operable windshield wipers.  I show the truck leaving and being invoiced on 1/19/22. 

   

  Claim- “There was a mix up with pricing and I was charged too much”

  Not entirely accurate.  As Mr. ****** was a cash customer and required an invoice and payment prior to picking up his truck, I personally prepared his invoice on/around 1/19/22 and emailed to Mr. ******.  Mr. ****** replied that the invoice exceeded the quoted amount.  I was not aware of the quote from October 2021 as our quote policy states quotes are good for 30 days and since 30 days had passed since the date his quote was issued on 10/7/2021, that quote had expired.  Nonetheless, I agreed to investigate.  The quote was initially generated by ******** *******, our Service Manager.  ******** was off with an illness at the time I submitted the preview invoice to Mr. ******, however I tracked down the quote and honored the pricing even though the quote was expired.  No issues on our end... certainly no animosity about it.  We adjusted the invoice and moved on. 

   

  Claim- “3 days later I had an issue with my repair”

  Mr. ****** and his wife called a few days later and suggested there was an issue with the radiator repair.  The truck was inoperable in the ********* ** area.  This call came in a Saturday when our Service Department was closed.  Nonetheless, I took the call and advised that if there were a workmanship issue, we would take care of it.  I worked with the towing company that ****** and his wife had arranged to tow the truck to our shop in **** and covered the cost of the tow, even without confirmation of a workmanship issue.  It is conceivable to believe at this point that the issue was not workmanship as the truck had driven 2+ hours away.  I communicated throughout the day that Saturday, when we were closed, to make sure Mr. ****** and his wife were comfortable with how we were proceeding.  When the truck arrived at our shop we moved it ahead of other customer units waiting in line for diagnosis so that we could get Mr. ****** evaluated and back on the road as soon as possible.  Upon our evaluation, we clearly noticed there was major radiator damage, however, our evaluation did not lead us to believe the prior repair had workmanship issues.  We explained our evaluation of a separate failed part and Mr. ****** adamantly disagreed.  Mr. ****** stated that he had several mechanics in ******** review the repair and that “team” of mechanics were certain the failure was our fault.  I then offered to have Mr. ****** and his mechanics come to **** and evaluate the truck with us, in our presence.  Mr. ****** initially agreed and would be in touch with a date to do so.  I waited over a week without any update for them to come to **** before calling for an update.  At that time, Mr. ****** advised that his “team” of mechanics had driven to ****, inspected the unit again in our lot, after normal business hours, without anyone from Whiteford Kenworth being present.  This had occurred several days before I called to follow up.  So, they did not do this in our presence, we did not have a face-to-face conversation like we had agreed, they had done this several days prior and never bother to call and follow up with us.  Considering I had to call to follow up myself, they didn’t seem to be in any hurry to move this along. 

   

  Claim- “the issue was they reused old hardware, suspension parts…”

  Not accurate.  I discussed this personally with Mr. ******.  We determined Mr. ******s radiator struts had broken during his travels to ******** and that caused the radiator to shift through the fan.  Even though our diagnosis led us to believe this was not our fault, we did touch the radiator struts during the initial install, so I felt we had some culpability.  On 2/27 the second radiator was installed and I invoiced the entire second radiator operation, roughly $3,000, to our internal service policy and sent Mr. ****** on his way, again.  Mr. ****** incurred no expense for this second radiator.  We took care of it 100%.   

   

  At this point, I’ve honored an expired quotes’ pricing, warrantied prior labor for a wheel seal, paid for a $700 tow bill that I don’t feel we deserved to pay for, paid for a $3,000 2^nd radiator I don’t feel we deserved to pay for, and I’ve moved the customer to the front of the line on multiple occasions and done whatever I could to expedite the repairs and get the customer back on the road.  A customer by the way that drives all the way to **** from ******** (2+ hours) for truck repair service because he has admittedly had similar payment and service-related issues with multiple truck dealers in ******** as well. 

   

  Claim- After the second radiator, “I find broken fan parts under my truck.”

  On 2/28 Mr. ****** called and advised that after a several hundred-mile trip following his departure from our dealership, he had found broken fan parts under his truck.  For all I know, he hit something on his several hundred-mile trip and broke the fan on his 1993 Kenworth.  Again, wanting to move beyond Mr. ******, having already spent thousands in unwarranted rework and policy, and already acknowledging internally we were no longer interested in future business with Mr. ******, I agreed to send Mr. ****** a new fan on 3/2 for $153 plus freight, which was our cost on the fan.  Mr. ****** agreed and requested it be shipped to ********* **.  We invoiced the part plus the *** costs associated with shipping it to him to which he then refused to pay the freight.  We ended up eating the freight as well. 

   

  Since my last contact in March regarding the fan, Mr. ****** has chosen to bypass myself and any **** personnel and instead has chosen to call our ********** location and complain to **** ********, Branch Manager there.  **** requested an update from me on the situation and processes and came to the same conclusion, we did more than we should’ve for Mr. ****** considering the facts.  **** spent several hours on the phone with Mr. ****** explaining our position, to no avail. 

   

  Throughout the course of this saga, I tried to work with Mr. ****** and show empathy towards his situation as a small owner / operator in our industry.   We expedited repairs while having to beg for follow up from Mr. ******.  Even when we requested to meet with him and his “team” of techs to discuss the believed workmanship issues, they showed up after hours, took pictures, and chose to email them.  I’m not sure what else I could’ve done. 

   

  Should you need any additional follow-up from our Whiteford team, feel free to reach out to me directly.  I have plenty of invoices as well as email correspondence with Mr. ******. 

   

   

   

  **** ******

  Service Operations Manager

  Whiteford Kenworth

   

  ***** ******** - C

  (**** ******** - O

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

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

*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. ↩