Complaints

This profile includes complaints for Whiteford Kenworth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Whiteford Kenworth

  12650 Eckel Junction Rd Perrysburg, OH 43551-1303

  
• 

  Whiteford Kenworth

  5950 Brent Dr Toledo, OH 43611-1078

  
• 

  Whiteford Kenworth

  1420 Findlay Rd Lima, OH 45801-3108

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 Kenworth T680 at Whiteford of Kenworth, Perrysburg location. I was told the truck needed no repairs a couple days before we closed out the loan. I picked up the truck and not even 24 hours of having it the check engine light and SCR light came on. I contacted my rep immediately, I was told they could not help me. This left me with a bill of $5800 from the shop and missing work for 1.5 weeks. They would later offer to pay $860 of the $5800. Off principle alone that was UNETHICAL and DISRESPECTFUL to say the least.

  

  Business Response

  Date: 03/29/2023

  Good morning!  

  The customer purchased a 5 year old USED truck for a fair price.  The customer paid for a warranty with the unit.  Typical warranties cover part failures or failures in workmanship.  They do not cover wearable maintenance related items, especially those undetectable at the time of evaluation prior to a sale.  Prior to the customers possession, the truck was held for multiple weeks waiting on the customers financing while we attended to any concerns the customer had through that period.  As indicated in the customer provided text message, a Preventative Maintenance inspection had been completed within the prior month and within 500 miles from the mileage shown on the odometer at the time of the check engine light.  From the time the customer took possession, the truck was driven several hundred miles across the state over a period of 24 hours from departure.  The customer did not report the issues for another couple of days.  Once we received the unit back we reported to the customer a sensor failure along with a couple wearable maintenance items.  The sensor was to be covered under the warranty purchased with the unit, and the maintenance items no warranty will cover.  This was communicated back to the customer in a timely manner along with a reminder of the two SOLD AS-IS agreements the customer had signed at time of delivery stating there was no expressed or implied further warranty.  As a dealer we feel this truck was fairly represented as a USED truck including all faults we had knowledge of at time of delivery.  The risk of purchasing a used unit is that it is not NEW.  

  In the following days,(approximately 2 weeks ago), the customer posted a poor google review.  The above paragraph was conveyed to the customer at that time on the google review.  We also offered to have our Branch Manager discuss the situation with the customer, which that conversation did occur a few days later via email.  Our Branch Manager reviewed the situation and offered to cover a portion of the repair.  The customer felt the offer was unacceptable and made an outrageous counter offer.  The customer then threatened to notify the BBB and then conveyed within a week they will be sending over a letter of demand from an attorney.  We then asked the customer to have their attorney contact us regarding any future communication as is typical company policy when attorneys get involved. 

  At this point we feel we have attempted to resolve but if attorneys get involved, we see no opportunity to discuss further.  

   

  Customer Answer

  Date: 03/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  No threats were made, I told them what I would do if they did not want to reconsider their $860 offer. Kenworth had ample time to give me a credible offer. They did not take in consideration that I bought a truck that was supposedly, "ready to hit the road." They did not take in consideration I was out of work for nearly 2 weeks. Their response in summation was that I bought the truck at a good price and I should be grateful! Excuse me?! I drove the car several hundred miles? Yes, but that is because I live nearly 180 miles from them, after the transaction I drove 80 miles to Cleveland to pick up my new trailer then drove 206 miles home. So the "several hundred miles..." I drove was to make my way back home! I reported the issue the VERY next day. These are bold face lies I have evidence of the email I sent my rep directly(see attached). Either their poorly ran or lack good communication, if they don't know this. Not to mention, the day I went to pick up the truck it was not out front. I asked the lady helping me, "where is the truck?" She told me, "In service." I proceeded, "What is being serviced?" I kid you not her EXACT response, "ehh I don't know." Smelled fishy but the excitement of buying my first Kenworth got the best of me as I ignored it and continued to buy this truck. They would serve me the truck with the diesel light on, they gave me a truck I paid 70k for with no fuel in it. I asked if this was normal practice, they spoke and asked me to follow one of their reps to get the truck fueled... ABSOLUTELY unacceptable, but they fixed their wrongdoing. The warranty bought was from a third party. I was told the truck needed nothing, I planned my budget to service the truck in a month. I ended up with a bill of $5800 without even running a SINGLE load with the truck. Yes I am seeking legal action but nothing is set it stone yet I am not asking for something outrageous, I asked for the repairs then I asked for the repairs and time missed from work. I believe that is fair, I am open to negotiating with Whiteford of Kenworth IN GOOD FAITH.

  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 03/30/2023

  Respectfully, the customer has posted a poor review to Google, involved the BBB, both of which we consistently and urgently responded to.  Prior to the BBB complaint, post Google complaint, we were in email communication with the customer, explaining our side of the situation and offered a monetary resolution.  The customer responded/countered with the email below, which we took as a threat, involving attorneys and a lawsuit.  At this point, we see no value in continuing communication in a online forum considering the customers plans to involve attorneys and a potential lawsuit.  

   

   

  From:  
  Sent: Tuesday, March 28, 2023 10:35 AM
  To: ***** **** <*********************>
  Subject: RE: *********** **** ******** ****
  
  Good morning *****,
  
  Please have your attorney
  contact us regarding any future communication.
  
  Thank
  you, 

   

  From: ***** **** <*********************>
  Sent: Tuesday, March 28, 2023 3:15 AM
  Subject: Re: *********** **** ******** ****

  Good evening
  
  I spent the last week searching for a consumer attorney, I
  found one. We have evidence in writing that proves promises were made prior to
  purchasing the truck which became false. I was advised to give you guys a
  counter offer before proceeding with a lawsuit. My counter offer is  as
  follows: you guys pay the FULL $5,880.29 for repairs plus a CONSERVATIVE
  $6,541.69 in lost wages and we go our separate ways. At that point I would be
  more than happy to take down the google review.
  
  Should this request be rejected/ignored, I will be reporting
  to the BBB and within a week of that, my attorney will be sending over a letter
  of demand; which would include true lost wages, lawyer fees, cost of repairs,
  additional repairs among other things... I will copy and send this via text to
  make sure you have received it. We expect a response by Thursday the 30th of March, thank you.
  
  Best,
  
  ***** *.
  *** *** ****
  ********** ***

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We can negotiate in good faith, I have not gotten an attorney involved. I have gotten advice from one, but I am willing to negotiate directly in good faith. I would prefer negotiating, I just believe being a Kenworth dealer offering $860 to a repair that occurred when it did for $5800 was RIDICULOUSLY low. Also considering I was out of work it just didn't make sense to me.

  I would prefer if we negotiated directly and come to a mutual agreement. You guys have my contact info.
  
  
  
  Sincerely,
  
  
  
  ***** ****