MHC Kenworth - Oklahoma City — Local services in Oklahoma City

The second update:

We were informed that our truck should be finished late Monday night after contacting NTP on Monday and obtaining another approval for the active NOx faults that I had addressed when we first arrived.

At 2300, we contacted the representative once more to inquire about the status. Since they were unable to provide us with an estimated time of completion, we agreed that the truck would be finished early the next day.

We used the hotel's shuttle to get there at 10:30 on Tuesday, March 25. Due to a alleged odor coming from the truck, which I can only assume is the result of the truck sitting, a mechanic had stated that he was unwilling to conduct a test drive on the vehicle.

The mechanic then addressed ABS light on the dashboard, which he had only " just noticed".

Update Following the Posting of My Review: I wanted to take a moment to share an update shortly after submitting my review.

MHC promptly reached out to me to address the concerns I had raised. They informed me that the back pressure valve, which was the source of my issue, is being sourced from another location and is scheduled to arrive sometime today.

Original: Frustration Over Communication Issues and Repair Process

I want to express my growing frustration regarding the severe lack of communication I've experienced during my recent visit to your service center.

On March 19, 2025, I brought my truck in for service, equipped with code readings that indicated potential issues. I was informed that diagnostics would be performed, but I would need to wait for a bay to become available. While I understand that this can happen, the subsequent events have left me feeling quite concerned.

After a wait of six hours, my truck was finally taken in for diagnosis. Within an hour and a half, I received a call informing me that they would need my approval to remove the diesel particulate filter (DPF). I inquired about the NOx sensor code readings, which were reported as inactive, along with other codes that were also inactive. I explained that I needed to discuss this with my wife before making any decisions.

While I was in the midst of discussing the situation with my wife, a mechanic approached and clarified that the back pressure valve was the root cause of the issue. They mentioned they were preparing the paperwork for NTP to review for coverage and that they would also provide a secondary quote for an accessory belt. I appreciated the mechanic’s attentiveness in addressing our concerns and conducting a secondary inspection based on our inquiries about the fault codes.

However, despite this initial responsiveness, I have yet to receive a quote for the accessory belt, and I have not authorized any replacement for it.

On Friday, March 21, 2025, I was informed that NTP had approved the work order for replacing the back pressure valve. However, I was also told that the service center was short-staffed and that they might be able to look at my truck the following day.

By Saturday, March 22, 2025, I called again to check on the status of my truck. The response was the same: they were still short-staffed and hoped to bring my truck in on Sunday.

When I called again on Sunday, March 23, 2025, the update had shifted from staffing issues to the fact that they were waiting on the back pressure valve, which was expected to arrive by Monday night.

While I understand that staffing shortages can occur, I am at a loss as to why it took multiple calls for me to learn about the parts delay. The lack of proactive communication has been incredibly frustrating, especially considering that I had to switch hotel rooms numerous times with my wife and child due to the uncertainty surrounding the repair timeline.

Additionally, upon reviewing the paperwork, I noticed that your documentation indicates that we had approved the removal of the DPF. I hope this does not lead to charges for work we did not authorize, particularly concerning the accessory belt replacement that was...

I'm a company OTR driver, been driving many years. This place is very very good to go to, really nice drivers lounge, even has driver shower, washer and dryer, and good flat screen TV, very clean and no charge. The people and staff here are friendly and helpful. Also the technicians are friendly, and they dont bark at you if you need something out of your truck, just let them know, and they very accommodating. Shop Open 24/7 to, technicians all 3 shifts, I stayed overnight in the drivers lounge, took shower, did my laundry at no charge. I take my hat off to the Owner the way they have this place set up, parking lot for trucks, well laid out, room for trailer drop. I can't say enough good things about this place, my truck running like a champ to. I wish every dealer shop was like this one. As for driver complaints, I can only speak from my own experience, I was at the service desk counter and heard the service writer/advisor telling an Owner Op. about issues with his truck and cost to repair in detail, the driver obviously didn't want to listen, yet he took an older truck in asking them to go thru it bumper to bumper, he didn't want to spend the 12K to have it done, yet he had asked then to go bumper to bumper, and I have to say they had all the cost for each item of work in detail cost for him. Only thing I can say is listen and read if your an Owner Op. it's not the dealer fault if you don't want to repair the truck , and while there I noticed they actually don't want to see you pay for something that is warranted via the factory, In fact they got the factory to pay for a driver job that the factory previously approved had done but part went bad after a few hundred miles. Mine own experience with this shop was very positive. Again very good service, staff, shop, AND drivers lounge/amenities. I would have my company send me back here again if truck neefed servicing and was in area. TRUCK 38100

Update 6/1/22. ...same as above only I have a different company truck. Their great folks here, from the front desk to the Technicians, I had a speed turbo sensor that went bad, and also the longer job which required removing the dash was the blower actuators, had two of those that went bad/broke, so I was here a few days not due to them but the parts an labor n warranty of it all is quite lengthy, my air flow would cut off on its own n start up on its own, really annoying at times. Anyways I'm glad they got to the bottom of the problem and took care of it. So everything is as per my review 5 years ago when I was here. Again great people, and we'll sometimes people get frustrated with dealers, let's face it none of us want to be there. I'm just glad I can say the people and service here are as good if not better than they were 5 years ago when I was here...

My recent experience at MHC Kenworth in Oklahoma City is deserving of high praise and, frankly, a heartfelt thank you. When an unexpected breakdown threatened to derail my journey, the professionalism and efficiency of MHC Kenworth staff were a much-needed silver lining.

Stuck in an unfamiliar city with a semi truck that refused to cooperate, I found myself in a predicament that every driver dreads. However, from the moment I placed my distress call to MHC Kenworth, I was met with a level of service that was both reassuring and friendly. Not only did they assist me in coordinating with a local tow company to get my truck to their facility, but they also managed to prioritize my situation to ensure I wouldn't be stranded for long.

Upon my arrival, the staff extended their warm welcome, living up to the reassuring tone they had set over the phone. It was immediately evident that customer care is at the forefront of their business ethos. Their facility boasted several garages specifically designed for truck repairs — an impressive setup that clearly underlines their commitment to getting drivers back on the road efficiently.

Moreover, the amenities available during the repair wait were outstanding. The driver's lounge felt like a sanctuary, equipped with plush recliners and a large television, perfect for relaxation. The restrooms were immaculate, complete with shower facilities — a refreshing luxury for any traveler in need of a little rejuvenation.

The aspect that really sets MHC Kenworth apart, aside from their technical expertise, is their 24-hour operational schedule. They understand that travel and trucking are not 9-to-5 jobs, and their accommodating hours reflect a deep understanding of their clients' lifestyles.

In summary, if outstanding service, skilled labor, and thoughtful amenities are what you seek in a truck service facility, look no further than MHC Kenworth in Oklahoma City. They turned what could have been a bleak interruption in my travels into a comfortable, efficient, and ultimately positive experience. My commendations to the team — you have truly mastered the art of...