Complaint Review: MHC kenworth

 On 2 occasions MHC Kenworth in Van Buren Arkansas made improper repairs to my truck. The second mistake resulted in a catastrophic failure of the engine. On September 4,2015 I took my 2012 Kenworth T660 to MHC Kenworth in Van Buren Arkansas. I informed 3 of their service writers the problem I was having. The engine had a vibration while idling. I felt it in the seat , steering wheel, dash , floor , stick shift, brake pedal, clutch and throttle. It was a constant light vibration easily to be felt and heard. 5 days later and after 3 phone calls MHC told me there was nothing wrong with the engine and power train. They checked the engine but spent most of their time focusing on the drive shaft, carrier bearing, yoke and ride height. Which these components actually are irrelevant since it's vibrating at idle. I was told by the service writer that there was nothing they can find and that a vibration can be from most anything.

A week later I called MHC Kenworth Corporate and told them I was not happy with being told nothing is wrong with the engine when it's vibrating. The next day the service manager called and said to bring it back when I'm able to and they would give me 3 hours of free diagnosis. He told me on the phone the same thing the invoice showed. No problem with the engine. 10,000 miles after MHC Kenworth assured me verbally and on the invoice that no problem was found in my engine, the vibration got extremely worse. Louisville Kentucky Cummins checked out the truck and found play in the front of the crank, vibration damper. Dropped oil pan and found metal. My thrust washers prematurely failed which caused the #4 and #3 main bearings to fail. Destroyed the block and crank. They reviewed the MHC Kenworth repair invoice and said that MHC focused on the wrong components. If MHC properly diagnosed my engine it would have been about $ 2400.00 instead of $43,284.90. MHC Kenworth never checked the fuel injectors, vibration damper or clutch ( pressure plate ) . They completely ignored tests that would have been directly toward finding a vibration at idle. MHC Kenworth says they have certified Cummins mechanics yet they didn't know how to properly inspect or diagnose my engine. Cummins has a software to assist mechanics that was ignored. There's 27 pages of check lists that are available for excessive engine vibrations and MHC ignored it. The drive shaft, carrier bearing, yoke and ride height can not cause a vibration at idle, they do not turn at idle.

Due to the gross incompetence or negligence by MHC Kenworth I lost over $57,000.00 both in the cost of my engine and in loss income. MHC Kenworth Corporate, Steve Wisdom, talked to me and said he would call me back. Never did. I now found out MHC Kenworth has unethical business practices by forcing arbitration to their customers by using a extremely small print on the bottom of their invoice. Also directs customers to go to www.mhc.com/terms and conditions which basically says they can use negligent and incompetence while repairing your truck. MHC Kenworth over charges their customers. Very shady company.