Complaints

This profile includes complaints for Keno Tractors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keno Tractors

  15555 Highway 66 Keno, OR 97627-9719

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  Keno Tractors

  PO Box 93 Keno, OR 97627-0093

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchase a Brand-new ******* through Keno tractors and took delivery on it August23 2021 For ******** dollars We were in the process of moving at the time and the tractor pretty much sat until November 3rd 2021. The tractor had less than 10 hours on it when the Light bar fell off on the tractor on the right side. The Light bar is attached to the top cab by a bolt that had pulled out of the top cab. I called ***** in the parts department and informed him of what had happened. I was asked by ***** to email pictures to him which I did. ***** asked me if I could do the repair myself if he could get parts. I agreed. He told me he would file a warranty claim with *******. I received the following email on November 4th 2021 from *****: On Thu, Nov 4, 2021, 8:31 AM ***** <********************************> wrote:As per email from ******* parts this morning:TA00058924A- ********* ASSY (RH)TA00054971A- ROOF ASSY - IS NOT IN STOCK.WE WILL SHIP AS SOON AS THE SHIPMENT ARRIVES.THANK YOU,PARTS **** ************************* Keno Tractors **************** ******************************** Every time I inquired about it he told me it was delayed because of supply line shortages due to the pandemic. I have since had several other issues with the tractor they were unable or unwilling to help that has kept out of service for long periods of time, I was fortunately able to resolve them through a different dealership who was much more helpful and have been using them ever since.So now I believe the two-year warranty will be up in August of this year. I would like to have the cab top part that the manufacture said they would replace shipped to me so I can finish the repair.

  Business Response

  Date: 01/18/2023

  Due to *************** issuing a stop payment on his paypal payment for parts that were in transit from *****, we have decided to no longer conduct business with this customer. *************** has called us multiple times to yell and cuss at our employees all because he did not know how to hook up 3 point arms on his tractor. He accused us of keeping the 3 point arms and demanded that we pull an entire set off a new stock tractor (about a $1500.00 value) to send to him under warranty (even though he had all necessary parts delivered with the tractor). This was the final act to finalize our decision. Even if this were a warranty issue we would have sent the parts from the ********************** as this is a manufacturer warranty, not a dealer warranty. At this point we have spoken to *** over the phone and he has notified we canceled the order for the roof as it was in transit from Korea as well. As this is a manufacturer warranty, customer has a choice of any branson dealer to complete this warranty work. Were not sure why he is continuing to try to use us when he has been notified we are not conducting business with him in any form.  See attached file.

  Customer Answer

  Date: 01/29/2023

   
  Complaint: 18828144
  
  I am rejecting this response because:

  
  

  In response to Keno Tractors response.

  1)The issue of the PayPal stop order was for a single part that **** told me it would take a long time to get. I ordered it form another dealer and received it two days later. It was for a fuel cap priced $42.00 + shipping. I called Keno and canceled the order because I no longer needed it. I waited over a week to see if my account was credited. I never saw a credit. I was forced to contact PayPal because we were having problems communicating. **** had the option to respond to PayPal, they did not and I was refunded the money for the part I never received.

  
  

  2)After many conversations with parts guy where he belittled me for not being able to install a 3-point hitch, I was able to finally communicate the part I was having trouble with. (See email dated 11/4/2021).  The part was for a lift link ASSY, not the ENTIRE SET LIFT ARMS OFF A NEW TRACTOR. Parts guy ordered the part along with the roof on 11/4/2021. Because I was not able to use my tractor without the lift link assembly, I was forced to obtain this part from another source. **** was informed that I no longer needed the part, but still needed the roof repaired. I paid for the link assembly out of my own pocket. This part cost about $325.00.

  
  

  3)I never accused **** of keeping the 3-point arms. (See email that was not the part they ordered). I did suggest that they take the necessary lift arm off one of their tractors and replace it with the one that was ordered. The part is small and only require removing to pins.  I could not get Keno or Parts Guy to understand that I needed this part to get my tractor running so I could plow snow for the winter. Without a snow plow we would be stuck in our home for 4 months. This was the primary reason we bought the tractor. 

  
  

  4)I was never informed that the roof panel that was ordered with the lift arm was canceled. On the contrary, I was told that the part was shipped by *******. (see email from Parts guy). Further we were only told that **** would no longer do business with us after we inquired about the warranty roof panel. Obviously, I had decided that I was not going to do business with **** as I have had to source parts and services else ware. 

  Keno has never delivered on anything except a set of filters. That I again had to purchase from another source to change the oil at the required interval to maintain my warranty. The filters from Keno arrived a month later. I kept them because I could use them later.

  
  

  One of my biggest frustrations with **** is the lack of training of the parts personnel. They did not know what parts I was talking about and I had to send him multiple pictures, emails and phone calls for him to understand what I needed. When I call other dealers, they are helpful, and know what parts I need. Surprisingly other dealers are able to obtain the parts I need in a reasonable amount of time without all the drama. 

  ******* claims to maintain a parts warehouse in *******. Service a big part of buying tractor.

  
  

  It is Kenos responsibility to honor the warranty that they processed for us and they claim they obtained parts for. As per the email with parts guy I was willing to install the roof panel myself. 

  SO WHERE is the Roof panel they claimed was ordered. AND if they will no longer do business with us, I feel its not fair for another dealer to clean up after ****. If they are telling the truth the warranty will be processed twice for the same issue, and possibly 

  denied.

  
  

  
  

  
  

  
  

  
  

  Nov 4, 2021, 9:54 AM

  to *****

  
  

  You need to ******* one off one of your pieces of equipment and ship it today.  You can replace it with the one on order. 

  
  

  On Thu, Nov 4, 2021, 9:52 AM Tyler ***************************************************************************** wrote:

  Evidently they dont have that in stock either, when the order was placed it said they had 3 in the warehouse.

  
  

   

  
  

  *************************

  
  

  Keno Tractors

  
  

  Parts Department

  
  

  ********************************

  
  

  ************

  
  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/06/2023

  Keno Tractors has respectfully closed this claim as we have notified the customer that we are no longer doing business with them. Roof order was canceled 2-**-22 after customer was notified over the phone that we were ending our contact with him. No warranty for the roof was ever filed.
  Having been in ************ years and having sold over ****** tractors we have a very good reputation in this industry. With ******* alone we are rated one of the top #** dealerships nationwide, and have worked hard to get there. We do everything in our power to assist customers and we have thousands of testaments to this.
   Occasionally there are customers you cannot satisfy no matter what you do, **************** is one of these customers and no matter what we do he will have a negative response. Evidently My. ****** has a bad taste in his mouth with our company and there is nothing more we can do to satisfy him. We are glad he was able to find another dealership that he is happy with and we encourage him to keep a healthy,ongoing relationship with this dealership.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18828144
  
  I am rejecting this response because:
  Lets look at the facts. As per KENOS tractors own emails showing that the roof was ordered on 11/04/2021:
  On Thu, Nov 4, 2021, 8:31 AM ************************************************************************************************ per email from Branson parts this morning:
   
  TA00058924A- ********* ASSY (RH)
  TA00054971A- ROOF ASSY - IS NOT IN STOCK.
  WE WILL SHIP AS SOON AS THE SHIPMENT ARRIVES.
  THANK YOU,
  PARTS DEPT
    *************************
  Keno Tractors
  Parts Department
  tyler@kenotractors
  
  Now they claim they told us they canceled the order on 2/10/2022 after they claim the roof was ordered 11/04/2021? 
  And I quote No warranty for the roof was ever filed.  And, I was informed Over the Phone 3 months after they produced an email showing they ordered the part. What is the truth here? I guess they can say whatever they want even with a ponderance of evidence is showing otherwise. But this has been the experience all along with ***** 
  They also commented there is nothing more they can do to satisfy me.  Which has been nothing.
  They may sell tractors for a few dollars less than their competition and have a great sales pitch but offer little in the way of after sales support. People should also look up Branson Tractor on the BBB site. Keno has the lion share of the complaints there. 
  
  
  Sincerely,
  
  ***************************