MHC Kenworth - Memphis

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We took our RV to MHC to have them replace the auto transmission cable, and also repair the small cable working the "PRND321" indicator panel on the dash. Was told the small cable was no longer made but they would attempt a repair using old parts. I supplied the main cable so the quotation for the labor was "in the region of $150/$175".

Got the call later to say the work was done, and was told on asking that the bill was *$548*. I hit the roof and asked for a breakdown. I was told by the technician who booked me in and did the job, that two of them were working on it and it was a difficult job. That worked out at 4 hours' labor (at $125) plus plus plus. I was very, very angry when I went to collect the coach, only to find that the tech had gone home, as had the service manager. The parts manager - who had nothing to do with the job - tried his best to resolve it with me, offering $100 off the bill. I accepted the small cable repair could have taken an hour (stretching the imagination) but that two guys - not three as he was told at that point on the phone to the tech - taking two hours together to change a cable which is not inaccessible, was fantasy. In the end, he accepted my suggestion to take one hour of the bill, and I paid and went out the RV. Moved it 20 yards, stopped, and went back inside even more angry. The transmission would not go into Park and the dash indicator was pointing between 2 & 3 instead of D. So much for work standards. The guy got another tech out who - with me - spent a further 30 minutes finishing the job by adjusting both cables.

I sent the feedback card off with a clear and constructive account of my treatment, and got a call a week later from John Echoles, a manager. In fact, I gained the impression he was the General manager as he apologized profusely and talked about his ethos/how unusual it was for anyone to have this experience, yada yada yada. He asked what it would take to put things right for me, so I asked him what he had in mind. He offered a $100-value service on the RV on his dollar if we were ever back in Memphis. I told him I didn't think we would be, but I'd call him in 24 hours, which I did, confirming that next year, we would not be near TN (we come to the US Jan-Jun each year with a different itinerary). I suggested that by way of resolving things, I have the coach serviced in Florida where we were heading, and he could send me a cheque. His sharp intake of breath made me start believing this would never happen, and sure enough, he had to "speak to his manager about that and I'm not sure about it" etc. So he clearly wasn't the GM. He promised to call my by Tuesday (this was Friday) at the latest. Tues, Wed and Thu came and went, so I called him back on Friday. "Haven't forgotten. I'll call you by Tuesday at the latest". Deja vu. No call. Called him again the following Friday. "Haven't managed to speak with him yet." Since then - over 2 months ago - not a whisper from Mr Echoles, who sure can talk the talk but sadly can't (or won't) walk the walk. He had me initially believing that he really did care too, but I clearly misjudged him. So to summarize my experience with MHC Truck:-

* attempted (and still succeeded despite my wrestling a reduction) to overcharge
* appalling workmanship and failure to finish a bad job
* don't care in the final analysis despite making all the right noises

I am left with that bad feeling you get when you're ripped off. Take your truck or RV someplace else. There are plenty out there.

Over 33yrs I've driven every make of truck on the road, had repairs done on all as well. I must say this is the worst dealership I've ever had to have work done at and will never return. Ronnie the evening supervisor is the rudest person I've ever dealt with and talks nasty to customers that have just spent thousands on repair work. I drive for a company that is considering turning an 1100 truck fleet of freightliners into a kenworth fleet and started out buying 50 as a trial. It's the treatment I had over the weekend that has helped them decide to not make the switch. It took 3 shift changes to open the hood, 15 minutes to install the part, 3 hrs to page me to tell the work was complete and 4 hrs waiting for Ronnie to complete, and smarting off at me that he'll take 8 if he feels like it. The truth is he had paper work set a side, would rather have an evening BS session in the service department rather the do his job. I was told the vehicle would be done in no time at all. I wouldn't need a hotel..just rest in the truck until they pull it into the shop. One hour after laying down they pulled it into shop and 26 hrs later began the work, not having any sleep and being up 9 hrs prior to that. Was lied to every time I inquired about starting the repair. I was told In 10 mins, turning that into 7 hrs. Then 4 hrs to get the receipt on repairs done..really 4 hrs. Another driver was waiting on his 11 hrs after truck was finished. Had to cancel a load because he as well was running on no sleep. He wasn't happy after paying 5800 on work done towed in at same time as myself and 11 hrs waiting on Ronnie to do his job, he kept on being told the computer froze up..really for 11 hrs. The truth was he just didn't want to do his job. Never will I return, I would rather pay 5 times higher tow cost then have anything done there again. Right down to the wrecker they recommended to tow me. That was a 45 min wait that started at 807am and he arrived at 630pm...bad bad business poor customer service.. Wouldn't recommend to anyone, save yourself the being lied to, a d being talked to like a piece of garbage. DON'T GO TO MEMPHIS TN KENWORTH. TERRIBLE