ComplaintsforMHC Kenworth

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Truck was supposed to be road ready. Had issues with airbags being replaced. Frame is leaning real bad. Obviously truck has been wrecked and I was not notified of this . When I reached out to complain they wanted me to pay more money to upgrade trucks. Not happy with purchase of this truck.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 13, 2023, I purchased a 2022 Kenworth T680 with 89K miles on it through MHC online sales for $192,108 and picked the truck up in Wilmington, NC. The truck was delivered to me with dirty filthy mattresses still inside, no fuel and the truck was not detailed nor washed for the delivery, I let that slide. The reason for this complaint is the truck is literally falling apart going down the highway. Very dangerous. In March 2023 while fueling I noticed the plastic part under the driver’s side lower step was missing and the glide fairing under the truck on the same side was missing as well. The plastic connectors holding them on had simply broken off. They fell off the truck going down the road somewhere which is dangerous for other travelers. The truck looked terrible so obviously I took it to the Kenworth in Phoenix, AZ for repair and was told those parts are not warrantied. I was upset seeming I just purchased the truck for over $192,000. So, I purchased the parts and made the repair but not before having to have the lower step plastic part painted first costing $75One month later in April 2023, I had to repeat this process again because all of it happened again costing me money and downtime. When I went to fuel on another occasion in April 2023, the plastic bezel around the fuel tank was missing. It fell off the truck going down the road somewhere which is dangerous for other travelers. I bought another bezel and replaced it. Three days later it was hanging off the truck again, so I had to drill holes in it and the fairings to put screws in to keep it from falling off the truck. I’ve had to drill in screws in different areas of the to hold the truck together. This makes no sense to go through this with such a big expensive purchase. In March 2024 the same issues happened on the passenger side of the truck. The glide fairing fell off somewhere but he lower step plastic piece is being held on by me having to drill holes and shoring it to the fender.

  Customer response

  07/09/2024

  This complaint has been resolved.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday May 17, 2024 I took my truck to the shop to see why I had a engine light. I locked my doors and checked twice to make sure that my doors were locked. On Saturday May 18, 2024 they took my truck in the bay to run diagnostic on my truck. I disagree with them about the repairs, so I went to pick my truck up from the shop on Sunday May 20, 2024. I paid a $800 bill and went back to my locked truck to find my CB radio missing from my truck. I spoke with the branch manager who told me that they are not responsible for theft on their property. I guess that includes if one of their employees stole my CB.

  Business response

  06/17/2024

  It is accurate that Friday May 17th the customer brought his truck to 1400 Ault Road to get worked on.  We do feel that at some point Friday night his truck was broken into as another truck on the lot got broken into as well the same evening.  MHC worked on the truck Saturday morning.  When we completed the repair, we parked the truck on the lot and locked the truck as per our policy.   When I was informed that the customer had his truck broken into, I immediately did an investigation into the situation.  During my investigation I found no evidence that someone at MHC stole his CB radio and we do not have a history of this happening.  I informed the customer that as per the agreement he signed prior to us working on the truck that he would not hold us liable for situations like this that he needed to contact his insurance company and they would direct him.  We do feel bad that this happened, and that the customer is in this situation.  However, we do feel that our policies that we have in place discourages this from happening but cannot completely stop theft.  We don't feel that anybody internally stole the CB radio and that his insurance company and the police should handle this matter.    

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2019 Kenworth T-680 from MHC on May 2, 2024. We were assured by them that the truck had been throughly inspected by their certified mechanics They provided a annual DOT inspection stating the truck is road-worthy and sound Truck broke down on our way home from Kansas City to West Bend Wisconsin... We took it into a local dealer to which they quoted over $36,000 for the repairs.... MHC decided to have us move the truck to one of their facilities for the repairs.... It has been 3 weeks since we purchased the vehicle and they had not started working on the repairs as of 5/22/2024. Our business has been crippled by them delivering us a piece of faulty equipment in "good faith' We have lost over $15,000 in lost revenue over the last 3 weeks... Not to mention it cost us $700 to get the truck back from our local dealer and the expense to take it to one of their facilities On 5/22/24 we filed a 4683 revenue complaint with the state of Missouri.... Now No one from MHC will talk with us... From ***** ****** - General Manager* ****** ****** - Sales Manager And **** ****** - Salesman (Who has straight out said he will not talk to us again) They have our truck at their Cedar Rapids facility and have ceased all communication and will not let us know what is happening.... We are a father / son business that is facing bankruptcy due to not being able to work because the semi tractor purchased from them is non-operational

  Business response

  06/04/2024

  We have been in contact with the customer and are working through the issue.  Truck is being repaired and will be finished by 6/5.  Also having discussions with the customer about switching them to the different truck.  ****** ******, Used Truck Manager, MHC Kenworth - Kansas City

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I’m *****. My business partner ******* and I purchased a truck from the MHC location in Battleboro, NC on June 07, 2023. When we purchased the truck, we paid for a 2 year/250,000 mile warranty, and 10 brand new tires. We’re new to the trucking industry so we had to get our DOT number, hire a driver, etc. ******* *********, our salesman agreed that it would be fine for the truck to sit on their lot until we was ready for it. While the truck was sitting at MHC, I decided to get a cattle guard installed which was 2,500. On 7/24/2023, I contacted ******* ********* asking him when could he deliver the truck to me at the ******* ***** in Bethel, NC. ******* delivered the truck around 3:30 pm on 7/24/2023. While at the ******* ****** I asked ******* if he could pump the diesel for me in which he did. He never mentioned anything about the truck was low on DEF and that there were warning lights on. So the next morning 7/25/2023 I met with my driver and supervisor at the ******* *****. The plan was to go to Pinnacle in Wilmington, NC to pick up our trailer. Once my driver started the truck he saw a warning light and that it was low on DEF. The warning sign informed him to turn the truck off, in which he did. I immediately called ******* and he stated that the truck needed DEF and if that didn’t work that it would need a sensor. (I thought to myself if the truck needed DEF, why didn’t ******* tell me that yesterday when he pumped the diesel for me.) My driver pulled to the pumps and put DEF in the truck and it still had the warning lights on and it wouldn’t drive over 5mph. I called ******* back again to inform him that the truck still had warning lights and needs to be looked at. Me, my driver, and supervisor left the truck once the mechanic arrived to the ******* *****. About a hour later, I received a call from ******* stating that MHC has to tow the truck in to there shop because someone put diesel in the DEF tank. However, I have a receipt that I paid for DEF on that date and not diesel. ******* and I was told that the repairs done was a new DEF system. On 7/28 me, my driver, and supervisor went to MHC to pickup the truck so we could try to head to Pinnacle in Wilmington once again. When we picked up the truck my driver informed me that a warning light was on. So I called to inform ***** ***** about the light since he was the one who had just given me the keys. ***** stated that once he drives the truck for 15 or 20 minutes that the warning light will go off. However, we drove to Wilmington to pick up the trailer and the light remained on the entire time. Once we started leaving Wilmington with the trailer the truck broke down before we could get on Hwy 40. I had to get the truck towed back to MHC which cost me $2,325 The truck stayed at MHC until 8/3/2023. ***** and ******* told my ******* that the repairs done was the alternator, and they reprogrammed the computer. Yet, we never receive any paperwork showing anything about any repairs. From the time we received the truck we’ve never received the history on the truck. Making me believe that there have been Negligent Repairs done on the truck. On Monday, 8/7/2023 we started our first week of work. On the first day of work the airbags busted causing my driver to not be able to move the load. He had to wait for ******* ****** *** **** ******* which is who ******* called to come assist. ******* came on site and replaced 2 airbags which cost us $853.60. The next day 8/8/2023 the warning light came back on and one of the tires blew out causing the wheel guard to fly off. ******* paid for 10 brand new tires and come to find out there are all recaps on the truck. One thing ******* specifically told ******* ********* was that he didn’t want any recaps on that truck and to find out that all the tires in the truck are recaps, is disappointing to say the least. When the tire blew my driver couldn’t drive from the location he was in because of the wires showing on the tire. ******* called ****** **** in Fayetteville, NC to come and replace 2 tires. The bill from Colony Tire was $826.95 The next day I decided to text ******* and let him know the warning light was back on and we need to bring the truck in to be inspected. On 8/10/2023 my driver drove the truck to MHC and they informed me that they had to keep it to take a look at it. 8/15/2023 I received a call from ******* ******, the shop’s foreman informing me that he had sent me an estimate to my email address. I looked at the estimate and it’s for $11,679. At this time, I’m speechless to see a bill and we only had possession of the truck for 1 day before the nightmares started. In edition to that we paid extra for a warranty that covers nothing. Making me believe that there is a Breach of Express/Implied Warranty. On the same evening 8/15/2023, I received a call from ***** the general manager. ***** stated that he was sorry that ******* ****** had sent me the invoice before he had a chance to adjust it. ***** said that he wanted to offer me a good Will of 3,000 off of the 11,679 repair bill. I informed ***** that I would talk to ******* about it and one of us will get back in touch with him. Two days later ******* contacted ***** to discuss selling the truck back to MHC. ***** informed ******* that he would talk it over with ******* ********* and get back in touch with him. As of today, we have yet to hear from ***** or ******* ********* about the truck. With all the nightmares and headaches we’ve experienced with this truck, there is no way MHC in Battleboro, NC could have performed a 150 point inspection on it. We have not been able to work a full day without any issues with this truck. We have a contract hauling grain. However, we’ve only been spending money and not making any. I have all the receipts if needed. This truck isn’t fit to meet or pass DOT requirements. Additionally, with the Misrepresentation, Fraud and Unprofessionalism that we’ve experienced we would like our money back for this purchase. Thank you

  Business response

  08/25/2023

  ***** ******* our Branch Manager, reached out to the owner of the truck on 8/24, and advised that we will work with him on the cost of this repair.  The customer has agreed and has committed to the resolution plan.  The owner/customer has also agreed to discuss and resolve the complaint with his business partner, Erica Hill, who submitted the BBB complaint.

  Business response

  09/25/2023

  Per ***** ****** Branch Manager at MHC Kenworth - Rocky Mount, NC - we have fixed the customer's truck at no charge.  Customer is satisfied with the resolution.

  Customer response

  09/25/2023

  
  Complaint: ********
  
  I am rejecting this response because, we need to have the truck on the road for 90 days with no major issues before we’re satisfied. Thank you 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Thursday May 25th, 2023 my bank wired payment to MHC Kenworth for the purchase of a truck. I signed the Truck Order form and told them payment was wired and on the way, they recieved it 2 hours later but had sold the truck to someone else. Friday morning we requested the funds be wired back to our bank. Wednesday May 31st, 2023 as of 11:50 am my bank has still not recieved the funds. They keep making excuses about a vendor. We attempted to purchase a truck through MHC from their MHC Dealer in South Dallas, I was working with my local MHC dealer in Oklahoma City.

  Business response

  06/15/2023

  Money was refunded to Mr. ****** on 6/2/2023.

  Customer response

  06/15/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ******

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The MHC Kenworth sold us a brand-new truck about two months ago. The truck only ran for about 2 days before being deemed unworthy of operation due to a fuel injector line issue. It has been in a shop at a Kenworth branch in South Atlanta since February of 2023 and the issue still hasn't been resolved. For a small trucking business like ours that solely depend on this one truck, it is a devastating blow to the business nonetheless. They are constantly pushing back the availability date for the truck in increments of months without any compensation. Our business cannot hold out much longer financially while Kenworth is avoiding any responsibility for this matter. We need desperate help regarding this incident and the fact that there are over hundreds of people in our current situation with the same issues is just unacceptable.

  Business response

  05/09/2023

  Truck was repaired at our MHC Kenworth - South Atlanta location.  Found the truck had a cracked fuel line that provided fuel to one of the fuel injectors.  The line was replaced and truck was released back to the customer on 4/28/2023.  Repair cost was covered by warranty.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the 2018 blue KW at the MHC in Atlanta GA at the Mableton location. The truck has been in there since Monday when diagnosed they said it needed a ccv filter. On Tuesday afternoon my driver called me and said that the tech just told him. This truck needs a CCV module not a filter. In properly diagnosed. This has Warranty and this ccv module was ordered at *** ***** ******** in Maryland which they have in stock at that time i gave MHC the authorize to order the CCV module there. Wednesday morning, I called the guy at parts and said the ccv module was ordered at 5.57pm Tuesday night and the part should arrive today between 2 and 3 pm. 5 pm came and no parts my driver got with **** ********, and he then told me they needed a $1500 deposit to order the ccv module. When I told him that I have the ccv module here in Maryland that I can overnight to him. Wednesday night I gave **** the$1500 deposit and he said he ordered it. On Thursday morning speaking to ****** he said I should go and send him the ccv module from MD. Upon getting the dealership in Maryland ****** called me and said Hey I have the ccv module here in my hands and walked it back to the shop at 11.am I ask should I not send the module from Maryland he said no he have the module. Thursday evening following up with service and they told him he is Q but if we get other work you will have to wait. Friday afternoon got the CCV module installed, and the tech did not do a test drive, just said the truck was done. $2662.62 late truck is still not working After leaving MHC dealership we encountered the same problem as before. We just lost a week of work by an incompetent MHC dealership and their employees. MHC has sold us defective trucks and we need compensation for all the expenses and lost income. Since we got this truck, we have not generated any income. MHC has to be accountable.

  Business response

  03/31/2023

  Our Knoxville Branch Manager has been working with *** ***** to address the issues with his trucks.  We have offered for him to bring the trucks back to our dealership so that we can diagnosis the issues and see how we can help resolve the issues to his satisfaction.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase 2019 Kenworth w900. Our company spent $170,000 dollars on this truck. Spoke to sales guy ***** told me they do a thorough inspection on all the truck they sale. Picked up truck from MHC Kenworth in Texas and drove to California. On the way to Arizona, truck had problems with spit shifter. Had a shop repair it. When my driver had arrived on Saturday 28 . I started looking over and found problems air leaks, air conditioner, check engine light on, coolant leak. ****** Kenworth found more problems. I am having problems trying to resolve issues with MHC Kenworth. I just get the run around.

  Business response

  03/31/2023

  MHC Kenworth has been in contact with the customer.  We were able to resolve the customer's issues to his satisfaction by participating in the repair of the trucks at ****** Kenworth in California.  The customer is now satisfied with the trucks and their performance.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into this dealership because the windshield wipers were not working. I was told the windshield motor went out and they would have to order it from international. Weather's horrible and he is in desperate need for windshield wipers. I arrived at this dealership at 9:00am and they did not start working on the truck until 6:30pm. They got me out at 10:30pm. They charged my credit card a total of $3003.37. This is price gauging on truckers. Look at attached receipts. This part list for $238.68 according to international. I understand a 10-40% markup but they up charged 436% for this part and charged him for 7 hours of labor and the truck was only in their shop for 4 hours. This part only called for 1-2 hours of labor. The mechanic also told me I needed wiper arms for the truck and they would be $300 each. I refused to purchase the wiper arms because he knew they were trying to beat him for wiper arms that only cost $42.00 each. We tried reaching out to *** ***** ****** and ** ***** ****** service manager, only to be told they were going to call back and have not returned the call. I am a driver that is 71 year's old and a pow. Why would they do this? I GUESS JUST GREED AND TAKING ADVANTAGE OF THE POOR.

  Business response

  02/06/2023

  ***** ******, Branch Manager, and ***** *******, Parts Manager, spoke with *** ******** on Thursday, February 2nd about the issue.  They worked with *** ******** and resolved the issue by issuing *** ******** a credit on the parts pricing and labor.  The credit was issued to *** ********** credit card that was used for the transaction.

*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. ↩