Kenworth of Indianapolis - West | Truck Sales, Parts & Service

I recently visited the Kenworth location at 2929 S Holt Rd in Indianapolis looking for suspension bushings for my 2001 Kenworth T800 (VIN: 1NKDXUTX21S878689).

I clearly explained the part I needed and even provided the correct VIN number. The first employee I dealt with immediately dismissed me, stated that my VIN was not even for a Kenworth truck, and refused to properly check the system or assist further.

After leaving the dealership, I contacted Kenworth support through the dealership’s text message system. The response I received was:

“We show to have them in stock at our west location. Part number 800010CS1.”

I then returned to the dealership and spoke with another employee. In less than five minutes, he located one bushing under the counter and quickly brought out the remaining stock from the warehouse. The part was available exactly as I had originally explained.

I sincerely appreciate the second employee for being professional, respectful, and willing to help. However, the first interaction was extremely disappointing and unprofessional.

As someone who has invested significant money over many years in Kenworth trucks, parts, and service, I expect basic professionalism and a willingness to verify information before dismissing a customer. Language barriers or accents should never affect the level of service a customer receives.

This situation could have been resolved from the beginning with a simple parts lookup and respectful customer service.

I never leave reviews but felt the need to warn everyone I could about how poorly Palmer Trucks stand behind their trucks after the check has cleared the bank.
After picking up my 2023 T-880 with low miles and low hours I assumed all would be good on breakdowns for at least a short period until the normal electronic things popped up as we’ve all come to accept.
The difference here is after my 2-1/2 hour drive home, my first code popped up warning of a nox sensor problem and soon would be going into de rate mode. So I was able to limp it to our local Paccar dealership to fix the problem, which $1300 fixed.
Then after 250 more miles, another nox sensor went bad along with DEF issues.
$1500 got me back on the road. Then within 1 week it was back again to which the dealership had to open a case with Paccar directly to try and get to the bottom of the issues.
It was found while the truck had been a Palmer leased truck, there had been dirt run through the system causing complete failure to essentially every part in the pollution system. Keep in mind that we had not even added DEF to this truck because it hadn’t even gotten enough miles on it.
This invoice along with all the others have me $29,000 deep in repairs, not to mention we have only been able to keep it on the road for a total of 3000 miles in 4 months.
Today Palmer called me and said they have zero help for me in relief and wouldn’t even talk to Great Lakes Peterbilt about the repairs.
It’s definitely a case of “We’re big, and you’re nothing but a blip on our screen”.
You’ve been warned.

Five stars all the way! The service was fantastic and the people there made it such a pleasant experience.

Took a truck here for filters cabin engine air... Charged for them but they weren't replaced service called me a liar. Shameful I'll never bring you another truck

They are definitely polite, but also dishonest. They either lied several times or had a serious communication problem among themselves.

Many reviews said they don’t answer the phone, but in my experience that was not true — during the 16 days my truck was there, I called more than 10 times and they only missed one call.

The real issue is how slow and careless they are. They fixed the major problem, but completely ignored a smaller issue that could have been handled while the truck was already in their shop. They didn’t even think of ordering the part. When I went to pick up my truck, they told me: “We were so focused on the other problem that we forgot about this one. If you want, we can do it, but we’ll need to order the part.”

So after 16 days of waiting, they admitted they had the part available for the smaller problem all along — and still chose not to do it.

If you have plenty of time and patience, maybe this place could work for you. Otherwise, stay away. You’ll need really strong nerves to deal with them.