MHC Kenworth

Ordered a truck online from MHC Kenworth in [redacted] through their used truck inventoryTruck has had nothing but problems Usually I buy used trucks at Inland KenworthBut decided to give MHC a try this timeHere is a log of everything that happened with my truck 02/21/-Found a truck online through MHC Kenworth In Gainesville,GAWanted to add a truck to my other fleet of trucksSales person was Mike WeberMike Weber made the buying process very smooth 02/29/18-Signed papers for the truck and found out errors in the listing AD onlineOnline the truck said it had a "sliding 5th wheel" when I showed up in person it did not have a sliding 5th wheelI had to pay extra out of my pocket to have a slider installed because of their listing error and advertising 03/17/18-First time seeing the truck in personFound a couple minor issues with the truckThe truck had black engine enamel spray paint painted all over the frame rails,airbags,steering column,steering

Customer originally had repairs done on his truck at a prior location. Truck came to our shop in Kansas City for a failure relating to the prior repairs. Once the truck was diagnosed and repaired, the prior location paid for the repairs that were related. All other job steps on the repair order... were requested by the customer. Our shop stood behind the work completed by the prior shop and had that covered under policy for the customer.

To whom it may concern:
vehicle broke down period from 8/1/til current date 9/14/
Purchased the semi-truck on 7/22/cost was $57,The truck had a few things that needed to be fixed and the salesman promised & guaranteed that all issue would be fixed but I had to get an estimate on the sun visor which I Did on 8/10/16..so I did take the vehicle on 7/22/with the promise that they would get the visor fixed No more than a week or so later..the vehicle broked down on 8/1/(9) days after purchased..On my first trip out with the truck it broke down so, I called the dealership and talked with the salesman *** *** that sold me the truck & he stated because he gave me a mattress and took $off of the $59,truck and he was unable to help with the repairswhich he knew that the $that I put down as a down payment was everything that I had as far as revenue..and I asked him before I took the vehicle if anything happen to the vehicleyou will not leav

I’ve reached out to the customer and this complaint per the customer is for the MHC Kenworth Olathe store and not this location. I am passing the information to that location, however in the meantime can it be switched to the new location? Thank you ***

Ordered a truck online from MHC Kenworth in *** through their used truck inventoryTruck has had nothing but problems
Usually I buy used trucks at Inland KenworthBut decided to give MHC a try this timeHere is a log of everything that happened with my truck
02/21/-Found a truck online through MHC Kenworth In Gainesville,GAWanted to add a truck to my other fleet of trucksSales person was Mike WeberMike Weber made the buying process very smooth
02/29/18-Signed papers for the truck and found out errors in the listing AD onlineOnline the truck said it had a "sliding 5th wheel" when I showed up in person it did not have a sliding 5th wheelI had to pay extra out of my pocket to have a slider installed because of their listing error and advertising
03/17/18-First time seeing the truck in personFound a couple minor issues with the truckThe truck had black engine enamel spray paint painted all over the frame rails,airbags,steering column,steering

Thank you for notifying us of this complaint.  I have actively worked with the repairing location, the parts resources and most importantly the customer to resolve this issue and get their truck repaired in the fastest way possible.  In an effort to minimize the customer’s downtime, we...

have even paid to have a new engine installed in the truck, even though this was the most expensive option for us. We have stood behind our work and warranty from the beginning and will be paying for the repairs related to the components in which we worked on.   We are only a dealer repair shop and not an original manufacturer, this being said we do not guarantee an expected down time for any given repair due to availability of parts.  This being a Caterpillar engine, we are reliant upon Caterpillar to provide needed parts and must wait for them to produce and ship parts when none are available.  This customers Truck has been completed and returned to the customer at no charge.

Complaint: [redacted]
I am rejecting this response because:MHC Kenworth explanation is not satisfactory. The company is not taking responsibility for its actions.The original faulty repair caused 3 additional failures and truck being out of service for additional 61 days and that doesn't include the 47 days during the original repair. That makes 108 days all together. During the truck being down for so long, I accumulated thousands of dollars in out of packet expenses just to be able to keep my job. I have spoken to a lot of people (in MHC Kenworth corporateoffice as well as other repair shops and truck drivers) and they find this issue very distressing. Truck parts were available as of day one but MHC Kenworth shop was playing a blame game with Caterpillar warranty till the MHC Kenworth was finally proven wrong (after the investigation was done by Caterpillar) and MHC Kenworth had no choice but to take the responsibility for the faulty repair. I have written statement stating that. Parts weren't ordered till the end of July and then shipped to the wrong address (again) what prolonged the repair even further. I believe that the repair shops are responsible for the work performed as well as the work being done in the timely manner. My truck has been out of service since March 24th. It was picked up on August 12th and it broke today again (8-17-17) due to the drive shaft being installed incorectly by the mechanics at MHC Kenworth shop in El Paso. The truck was towed to the shop and awaiting repairs. That makes it the 3rd failure due to the faulty original repair completed by MHC Kenworth. When does it end? Is it easier to bancrupt a customer that admit the guilt?I am looking for reimbursement for my out of packet expenses.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Customer originally had repairs done on his truck at a prior location. Truck came to our shop in Kansas City for a failure relating to the prior repairs. Once the truck was diagnosed and repaired, the prior location paid for the repairs that were related. All other job steps on the repair order...

were requested by the customer. Our shop stood behind the work completed by the prior shop and had that covered under policy for the customer.