Please read to the end, and you'll know why I gave MCH Kenworth a five-star review…read more..
Upon discovering a radiator leak on my T680, I contacted MCH Kenworth in Denver to determine the status of my truck's warranty. I was told that the original manufacturer's warranty was still in effect, and that the radiator was covered.
I called back the following week to schedule the repairs around my home time, and to inquire again about the warranty to ensure that it would fully cover the repairs, and was again told that it would.
One week later, I dropped the truck off, and yes, a third time, checked to ensure the radiator repairs would be covered. To my face, they said yes.
I'm sure most of you can see where this is going...
The next day, MCH Kenworth called me to let me know that the radiator was cracked, and that the repairs would be expensive. I let them know that I had been informed that the warranty would cover it, and the rep said he would check and call me back.
After a couple hours, I hadn't received a call back, so I called and was told that repairs, as well as my PM, had been completed, and I could pick the truck up at my leisure.
I arrived at the service desk to find a bill for $5,123.62. When I asked about the warranty, I was told that because I wasn't the first owner, the warranty was invalid, and that I would be responsible for full payment.
Needless to say, vigorous debate ensued, mainly over whether it was their responsibility to inform me that the warranty would not apply, versus my responsibility to inform them that I was not the first owner. I have leased several make and model of trucks, and this was the first time I had ever been refused warranty coverage due to not being the original owner, therefore it never occurred to me to inform them that I wasn't. I was also concerned about the fact that I had not been given the opportunity to authorize the repairs in the face of a very different set of circumstances than was originally offered.
I was finally referred to Nate, the service manager, who originally offered me two options: pay the bill in full, or wait 5 hours for them to put my cracked radiator back on the truck.
A somewhat heated discussion went back and forth for a few minutes, when all of a sudden, Nate handed me the bill and the keys, and told me to have a nice day. At first, I was dumbfounded. This was a complete 180 after an hour of debate. When I asked him if he had discovered that the truck was in fact covered, he said no, but he would take care of it, and he hoped I would return to do more business with them in the future.
I don't get rendered speechless very often, but at that moment, I had no words. Prior to driving truck, I was in sales and customer service, and if you had asked me toward the end of my tenure in that industry, I would have told you that customer service is a dead language.
I am happy to say, I found it alive and well here at MCH Kenworth of Denver, and Nate's gesture today has earned him a customer for life. It is rare to find those in business anymore who do the right thing simply because it is right. But I have found it here, and this small business owner, whose single truck is the sole financial support for two families, totaling 13 people, will reward it for as long as I drive a KW.
Thank you, Nate.
Please honor this manager and his shop of professionals with your business.
