Kenworth Sales

Complaint: ***
I am rejecting this response because:I had to get involved because the mechanic could not remove some bolts after several hoursI was concernedHe did not have the original design pattern and was "guessing"He was not able to remove the bolts until I got involved This repair even on this aged truck was a simple fixThis repair shop has lack of management regarding trouble shooting and customers time and expenseThe night parts guy could not give us some o ringsThe expansion valve was functioning it did not need replaced it needed new o ringsI have been in the trucking business for over 20+ years and I am a certified diesel mechanicI know a fair and reasonable repair from an unfair oneWhat I experienced here was unfair
Sincerely,
*** ***

Please see the attached comments and repair orders regarding this repair As indicated below, we spent many hours working on this which Mr*** was not charged for This unit is years old and has close to 900,miles on it Not one of these repairs were duplicated because of
poor workmanship I disagree with his assessment On a unit as old as this, it is not uncommon to evacuate the AC system after you have repaired a leak, maintaining a vacuum in the system then charge the system with Freon and see other areas leak at a later timeMost customers will not let you replace all O-rings and fittings on the system, especially one this old, due to the expense. I feel we did everything we could to make repairs to Mr***’s truck to resolve his issues With the added, no charge labor, we spent on his vehicle, Kenworth Sales Company treated him fairly. Ric P*** District Manager

Please see the comments below regarding this repair.  As indicated below this truck is a 2004 Freightliner with 1,049,995 miles on it.  It had multiple issues with the AC system, to include previous repairs completed using non genuine fasteners.  Diagnosing air conditioning is a step...

by step process.  In this case there were issues in every step our technician took to resolve the problems related to the AC not working.  I believe the work completed on this unit was more than fair especially given the age and the mileage of the truck.Ric P[redacted]  District Manager | [redacted] (M) | [redacted]@kwsco.com Kenworth Sales Company – Spokane – Missoula – Lewiston – Pasco – Pendleton |6420 E Broadway, Spokane, WA 99212 | www.kenworthsalesco.com-----Original Message-----From: [redacted]Sent: Thursday, August 31, 2017 4:23 PMTo: Ric P[redacted]Subject: RE: Emailing: Revdex.com 08-31-17.pdfRic,This is the breakdown of what we charged out in labor for the a/c repair work done to HTG Trucking, [redacted].  2004 Freightliner, mileage 1,049,995.4 hours into initial troubleshooting and repair.  This included recovering Freon, .21lbs (loss, should be 3.5lbs).  Pressurized system and found a blown hose after only get up to 150 psi.  We order the hose and drier from Jim's Pacific Freightliner on the 21st, did not receive parts until the 23rd.  This repair was done on the night shift, so if we need parts, we had to get them at the Freightliner dealership.  If they don’t have them, they must order them and we will miss one day on an overnight shipment.  On the 23rd, the tech installed the hose and drier and went back a pressurized the system again to check for leaks.  While replacing the hose, he had to apply heat to a bolt to break loose a connection at the j-pipe, steel bolt, aluminum housing (saved time and money by not having to replace this pipe).He found a leak at the expansion valve (pressure at 350 psi, normal system pressure).  Ordered expansion valve (at Freightliner) and started to remove.The customer did show up about this time and the tech was having an issue removing the bolts on the bottom side of the valve.  The customer got involved with the repair at this time by going to the Freightliner dealership and picking up a tool to remove the bolts.  It was not the correct tool.  You cannot visual see the head of these bolts do to their location.  Using a mirror and pick, he got all the dirt and debris out of the hole.  Found it was two different sizes (someone in the past had removed/repair this system and installed different bolts; these should have been the same size allen head).  He got the valve off.On the 24th, we got the expansion valve and the Freightliner dealership and installed it.  Pressurized the system once more and checked for leaks, no leaks.  Charged the system with Freon and tested.  Failed, compressor did not engage.  1 hour labor.Same day the tech troubleshot the issue which turned out to be a failed Heater Control Module in the dash.  2.12 hours labor troubleshooting and removing interference.  This is very good time for one of our techs to get the electrical information needed to troubleshoot this issue on a Freightliner at a Kenworth dealership.  Ordered Heater Control Module.We received the Module the next day (8/25), installed, tested, passed and reinstalled interference.  1 hour labor.This is the breakdown of what labor was charged out.  I do not believe it is out of line with all that was needed to complete this repair.  With the age and miles this unit has, it's not uncommon to have a couple of issues and somethings do not come apart as easy as they used to.Pat P[redacted]Service ManagerKenworth Sales Co. Pasco[redacted] Direct509-545-4718 Fax

Review: This company did not fix our truck, they overcharged for the work they did do and then tried to get us to buy a $1700.00 part we didn't need.After the truck was in their shop most of a day it wouldn't start in the morning and had to be jump started because they ruined the batteries.We had to replace SIX batteries that were run down($550.00) and have another mechanic actually fix the truck. He charged us $250.00 and found the problem right away. They kept the truck for hours, didn't find the problem and charged us $734.13!!! I have spoken to the service manager [redacted] he was supposed to get back to me to resolve the issue. He hasn't!Desired Settlement: I would like them to stop taking advantage of stranded truckers!!Train their mechanics better and be more efficient.We had an additional $257 towing bill, $250 mechanics bill, $500 relay fee (because we weren't able to deliver on time), $550 for batteries. All of this was after we let them try to fix it. If they had been trained and efficient we wouldn't have any of these charges. We want a full refund from them!!

Business

Response:

[redacted]

Resolution Moderator

Revdex.com

Spokane,

WA 99201-4352

RE: [redacted], 2001 Peterbilt Model 385, Serial # [redacted]

Your

ID #[redacted]

Mr.

[redacted]:

We are in receipt of your 11/18/13 letter regarding [redacted]

[redacted]’s above referenced vehicle. This letter will serve as our formal

response to Mr. [redacted]’s complaint regarding the services we provided.

On

10/11/13 Mr. [redacted] brought his 2001 Peterbilt Model 385, Serial # [redacted]

truck (“the Peterbilt”) to our Spokane, WA service department, complaining that

the unit would crank, but not start unless he used ether. We advised the

customer it could be related to the fuel system or possibly an Electronic

Control Module (ECM) but would not know until we inspected it.

Upon inspection, our Service Technician found the fuel

filters to be full of chunks of paper, the right fuel tank contained debris,

and the batteries were low on electrical charge. The fuel was drained from the

tank; pressure was applied to the fuel line from the pump to the tank clearing

the passage way for fuel to flow. A rubber plug was found in the fuel pickup

tube of the tank, causing a restriction of fuel to the engine. The rubber plug

was removed, the fuel line was cleared and new filters were installed. The

batteries were charged and the engine was tested several times. It was found to

crank, start and work properly.

On 10/12/13 Mr. [redacted] retrieved his repaired vehicle,

but found it would not start until ether was again used. The Customer declined

any further service by us and chose to take his vehicle.

On 11/6/13 [redacted] called our Spokane service

department, stating we did not work on the repair they asked us to perform and

they had to bring this truck to their mechanic to be repaired correctly. She

also stated their local repair shop found the ground wire at the ECM was the

cause of the unit not starting and Kenworth Sales Company ruined her six (6)

batteries by cranking excessively on the starter when attempting to start the

vehicle. (Note: There are only four batteries in this system.) At that time we asked Ms. [redacted] to supply

us with the invoice documenting the subsequent repair, and asked to see when

the batteries were last replaced in the truck. We supplied her with our fax

number for transmittal of the invoices. To date the Customer has not replied

with the requested information.

It is Kenworth Sales Company’s professional opinion the

debris in the fuel filter and tank were the primary cause for Mr. [redacted]’s

initial complaint. The use of ether (a fuel source) would not address an

electrical problem, such as a faulty ECM. While a poor ground to the ECM could

cause of the drain on the batteries, the Customer specifically declined any

further assistance from our Service Department when he retrieved the Vehicle on

10/12/13. The cost the customer is quoting for the ECM is likely an aftermarket

product which Kenworth Sales Company does not represent or sell. We only sell

original equipment from our manufacturer.

Kenworth Sales Company remains a highly reputable repair

facility with many satisfied service customers. We uphold ethical and honest business

practices and we practice integrity and consistency in everything we do.

If you have further questions, please feel free to contact

me at any time.

Sincerely,

[redacted] District Manager Kenworth Sales Company

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I faxed our receipts the next day with a cover sheet! I called again to tell him I did and find out what his plan was, no return call.

I will fax you our receipts He is correct about the number of batteries, it is 4. The amount that we paid for them is the same.

Regards,