Complaint Review: Kenworth Sales Company

Customers have been requesting from this company an estimate to repair with out getting it. Further the company will demand open estimates. I have two trucks of the same type, year. make, and model. Both repairs had the exact repairs no more then 2 weeks apart from each other. The parts were exactly the same. Yet the prices of the parts jumped up $165.89 more. The labor was three hundred dollars more in cost. When I asked for an expalination I was told that they are a flat rate shop. That they charge by the mechanic's ability and time spent.

So when I asked that this be explained again I was told that mechanic "A" was a faster mechanic then mechanic "B" was. So I was charged at the same rate per hour except I would be charged in accordance to their skill abilities. So "B" took 2 hours longer to do the same repairs I was charged for his partner "A". This got me to review my past repairs with that company and determined other charges. Oil charges varied by 75.00 in labor. Oil seal charges varied by $106.00 as finding I was charged fourteen hours to replace an equalizer arm which the mechanics time book suggest no more then 2.5 hours in labor.

When I called Kenworth about this I was told by the shop foreman, K.F. that this was just the way they charge customers and have been practicing this business since he started there. When I expressed I felt this was not fair I was told in a nice round about way, "TUFF". I got this from their service manager too.

It was very clear they feel they are above the laws of the land. They have no reasonable way of explaining this nor do they care if you come back or not.

Chuck
Springville, Utah
U.S.A.