I have spent over $20,000 at the Fairview location for service and parts in the last 9 months. The customer service is courteous when servicing customers. When I order parts they always call me when they are in.
Recently I ordered parts from Ridgefield Park. My experience at this location was poor. They never called and when I did I was told all parts were in. When I went to pick up the parts the front desk chastised me for not reading a small sign indicating to pick up the parts in the back. When I went to the back I was treated rudely by the clerk. Then mysteriously they could not find all my parts. The Ridgefield Park team needs to take some customer service training from Fairview.
If I could give no star I would. My unit went down E290 campain and injector faults. I Have 30 Paccars never paid for a injector cleaning JD and Jason feel customer should pay. Then they drop and clean DPF send to an outside vendor.... odd can't afford proper tooling... DPF comes back and my truck is back together after 2 weeks of waiting. Only for it to break down 3 more times DPF "issues" they stole my DPF and DOC put a painted non OEM on my unit. Long story I am stuck 3 tows and 20k later. They wash their hands and offer $900 to help off set. Crooks!!! be aware of This dealer, they will lie and steal from you.
From every aspect the annoying and ridiculous dealer ever .Before I left the truck the dealer ,I called them and I asked them kindly what is their availability for being able to complete the recent campaign on the truck .They told us that we can get it done next day .So they gave us update next day again that truck is not ready and will be ready next day .On the following day my guys went to dealer and guys told him and we already completed the 2 campaign and waiting for a update for the last campaign and will be ready to get picked up after 3 pm on the same day .Before end of the day I got a call from service manager and saying we are getting your truck in the shop now and your truck will not be ready until next week .What is the hell!!!!!!They are playing us .No respect .They are by far most irresponsible dealer I have ever seen .I don’t recommend anyone to work with this dealer !!!!!!!!!
The staff is very helpful and knowledgeable here, especially Marc in the body shop, which they have recently expanded so they have much greater capacity. Bring your truck there and they will take care of you!
I called the service department for an issue with my truck not doing a complete regen was told don't have time for that right now and they hung up on me .Just left me a little baffled that you would treat a customer like that
This is a disgusting, arrogant, and overbearing place!!! When the service department found out that my truck had a engine light on!they told me leave truck for a few days ！and then check the problem for me! A few days? What kind of a place is this? I don't recommend you bring your truck here for repairs!
The staff is great in this place, especially Carlos & Miguel, who are experts in whatever you need for your truck. Very professional and will help you until you are satisfied that you accomplished your mission! I would recommend anyone to pay them a visit you will be greatly treated with respect. Also you can always call ahead and just pick up your parts and pay by phone or once you get there. Either way your order will be ready and waiting for you.
The only place my truck goes for service and their parts department is top notch!!
They might be busy a lot but if you know like I know an empty shop isn't a good one .....
We have been coming to this Kenworth dealership for over 30 years. I have purchased multiple trucks. Most recently I came to them because my truck sat for two and half years due to the pandemic. after keeping my truck for over 6 weeks they corrected or said they corrected what seemed to an issue with the fuel line distributing unevenly. I drove over the road and it even 500 miles in I run out of dispel or so I thought. I check the tanks and one tank had 3/4 full and the other was empty. I came back to them a few month later complaining of the same issue. They kept the truck this time for a little over 4 weeks. I go back out on the road and the same issue happens. I came back a third time with the same issue. I expressed to them that I was driving home from Arkansas and my father had a severe diabetic cramp that caused him to be rushed to the hospital off the highway and that in all of this the truck had again shut off but had fuel. I spoke to the two men out the counter with basically tears in my eyes and told them specific I can not afford to pay you guys anymore money the truck should be under warranty if you are going to charge me anything just let me know and I won’t do any work here right now cause I can not afford it. They instead hooked up their computer system to run a diagnostic and sent me an invoice stating I asked why isn’t my work under warranty they stated it was a completely different hose (same issue just different hose) I’m coming back for the same exact issue I have been coming for and I specifically stated my father is in the hospital I can not afford anything. I ended up not being able to get the work done but had a bill before I could even taken my truck back because of their diagnostic run to assess the problem. In my 3 visits there I have spit over 35k for my problem not to be fixed and not to mention the emotional and mental toll it took on me as my father laid in the hospital fighting for his life. I hope they can just maybe hire more capable people to do the work. I understand business but last thing the customer said is if it would cost me anything and not under warranty don’t do anything I’ll take the truck and they agreed to just charge me again for a computer test is absurd. Last but not least if you are an over the road driver and end up in Newton, Iowa area I got an excellent mechanic who fixed the problem in a day and a half and I no longer have that issue. I probably won’t ever go back here because they hold your truck hostage for weeks, charge an absurd amount of money, and the problem won’t ever be fixed they just want you to come back. Not to mention the lack of compassion and empathy after being told verbatim I can not afford it. They took advantage of me.
Confirming the reviews on long hold times and can't get ahold of anyone. The Company says this not there norm. Well a year later seem to be now. Call parts to get a price on a part. Gave no info put me on hold for almost 30 min. Skrew that. Will spend my money else where
Lousy place for truck service. They are very slow. No trailer parking. Can't stay in your truck overnight. Driver's lounge is very small, hot (no air conditioning), no vending machines, not even a television. Good luck on trying to get info on the status of your truck or when it will be ready. No shuttle service to or from a motel. To top it all off, I went in to repair an air leak, waited 2 1/2 days for repair.
Carlos in Parts is excellent. Goes above an beyond to make sure u get the correct part. Have been there twice in the past month an both times with Carlos helping me. Excellent service. Highly recommend
Outside of sales and a handful of parts guys this place is the worst for customer service. Service shop is absolutely horrible and they try to charge you for work you don't need, didn't ask for and over charge you for a make shift job for what they say they did. Don't even bother making an appointment, your truck will still sit there for atleast a week. We started doing warranted repairs our self's and even though we are paying for parts that would be covered, a few hundred bucks beats losing the truck for atleast a week anytime.. If you go for service make sure you give them a monetary cap in writing and do not let work begin without your authorization and get a printed estimate.
They need a lot training in costumer Services. and reform their service policies especially in deliveries. Many different way to delivery parts to costumers Amazon, ups, FedEx, Uber. Not only your driver.
They work very slowly, I gave the correct vin number of the truck, but they gave the wrong spare parts and I lost the whole day, I paid the mechanic for nothing, for the fact that he removed the part
Place is good but because its a dealer of course your going to find parts that are expensive but that can be found cheaper on the after market. Nevertheless always ask because somethings are less expensive or around the same price as aftermarket. I know that sometimes work can seem monotonous and fooling around or frivolous conversations can make the day go by faster or work a little less boring but please before anything consider that it is a job and the people waiting on line also have places to be!!!
I wish I could give two different ratings on this place. The parts department was amazing but when we went over to service to get a mirror put on that we paid over $500 for, we were treated very bad. The guy was rude and there were 3 mechanics sitting in the main office and we were told that they were too busy and they would get to it MAYBE sometime tomorrow. They did care that we couldn’t drive without a drivers side mirror.
Truck parts guys are great. I'll give them 10 out 10. But there service department .They need to get the kenworth sign of that building for there bad service .
Never done a job right first time ever wasted time and money . Good luck.!
Just so you know
1. Transmission oil change never change the filter
2. Regular PM never Grass the fith wheel
3.my truck was there for 3 1/2 day for a fuse
I had to pay for dino 360$ problem never fixed
4. Recall by kenworth fixed but never (they forgot to place the O ring on the hose to seal the A/C 134a from escaping)
Now I know why it takes a whole week to get in to your shop.
I just hope kenworth & management read this and do something about that
It's not fair for us the customer and to the owners/kenworth
To have people to work like that
UPDATE! 2 weeks and $5700 to fix a radiator in a T2000. Radiator failed 2 weeks after install. Towed to another Kenworth dealer. Poor workmanship diagnosis. MTC is trying to get out of covering warranty. Not only will they rip you off, they won't stand behind their work. Looks like I'm going to have to lawyer up!
This is the most dishonest dealer I have ever dealt with. They sold me a used truck that somehow managed to run good during my inspection, but the day after it was delivered it began to shake, rattle and roll. That, in addition to creating so much smoke I could not drive the vehicle. I put less than 400 miles on this truck when I called them to see what they had to say about this. For the next 2 weeks I got "the only one who can answer those questions is the salesman, and he is on vacation". I persisted and after getting the same response from the owner, I finally got with the salesman who acted like it was a complete mystery as to why this truck had any issues. It was all very rehearsed what he had to say. At the end of the day this was a dealer who knew exactly what they were doing. I should have known better when they asked for the money to be paid in cash for this truck. I had to hire a lawyer to get a piece of the purchase price back for this truck. This truck now has about 2,000 miles on it since I bought it. To date I have spent 1 and 1/2 times the purchase price of this truck in repairs. Currently it is still in the shop trying to find out what is going on with this truck. The 1 and 1/2 times the purchase price that I have spent trying to repair this truck does not include an overhaul of the motor. That will push me over the double what I paid for this truck in repairs. I cannot understand how a dealer could be this short sighted. I am a local company that has been around for 35 years. I buy new trucks for my entire fleet. I was considering switching to Kenworth before this purchase. This dealer missed out on hundreds of thousands of dollars in profits. And for what, a few thousand dollars in cash profit? That is how low this this dealer will stoop.
And by the way, the body shop is just as trustworthy. I had them do about $35,000.00 worth of work to one of my 389 Peterbilt's, and the emissions part of the engine was never the same. It too spent many, many days in the shop trying to correct the problem that they created. AVOID DOING BUSINESS WITH THIS COMPANY AT ALL COSTS!!!!
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