Apache Sands Service Center Inc.

Our driver went out to the fuel station on 2/23/2016 to service Mrs. T[redacted]’s battery on her 2007 Lexus LS460.  From the time we received the call...

until driver arrival was less than 10 minutes. Upon his arrival our driver assessed the situation and fully tested the member’s battery and electrical system to make sure everything was working properly.  This initial testing of the system does take some time.  After this was completed the driver explained to the member their battery was bad and should be replaced.  Member agreed to purchase battery and driver began his installation.  During this installation a battery j-hook that is usually held on the vehicle by a plastic retainer fell down into the wheel well of the vehicle.  The driver then started to try to figure out how to get this bolt back.  Driver did state that he had a rough time in retrieving this bolt from the fender well and that some bystanders did help in the retrieval of it.  While this call did take 2 hours to complete the normal time for a battery service call is around an hour, so about an hour longer than a normal service call.  The customer paid their member price for the battery and went on their way.  The following day Guy spoke to the member, as we had heard that her service was not satisfactory for her and offered the member a $40.00 gift card for her time and troubles, and also advised her that this driver will be shown the correct way to handle the situation so if it arose again he would be more fit to take care of it.  The member told him that this amount was unacceptable and stated that she wanted a full refund for the battery installed in her vehicle and she wants to keep the new battery or she was going to contact the Revdex.com. Apache Sands tried to take care of the situation with what we had deemed fit for this member’s inconvenience as this member still retains the battery that was purchased.

As stated in the auction listing in document "Towlot.com" WINNG BIDDER MUST CONTACT SELLER FOR FINAL BID APPROVAL". On this auction the seller has the right to choose not to sell. The "FW Apache Sands Auction" document is the email that was sent to [redacted] based on the email address he...

registered with showing that he was notified within 1 hour of the auction that even though he was the high bidder we were not selling the vehicle to him at this price. [redacted] may have called our towing department to get a quote on towing the vehicle but that is not the same as calling to see if his bid was approved.

The bottom line is we are not selling this truck for $2,050.

We will have Guy contact you today to setup a time to come out and remove your battery and issue a refund. Once again we apologize for the inconvenience but cannot just give you a free battery because of a delay during installation.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There was no such email update in our inbox or spam mail. They do not want to resolve complaint.

Regards,

I want a refund and I'm happy to return the battery. When "Guy" spoke to me, he said he was sending me a $40 gift card as an apology for the terrible service I received, and when I said I would prefer a refund, he said he would ALSO go back to his supervisors and call me back. I did NOT threaten him with contacting the Revdex.com on our phone call. When Guy neglected to follow up OR send a gift card, I wrote that I would be contacting Revdex.com. 
I have been inconvenienced enough, please come pick up the battery and issue me a full refund. You have wasted too much of my time already with inept auto service & with atrocious customer service. 
The "mechanic" lost the bolt into the engine compartment, the wheel had to be removed as well as the inside of the wheel well- he wanted me to just leave it in there and said it would be fine- also not secure my battery!

they are lairs that told us that that car we bought started and ran but when we got there it didn't do anything not even open open the hood. The staff was rude as well.

Review: Re: Apache Sands Service Center

Location: [redacted]

Invoice No.: [redacted]

Invoice Date: 07/12/2013

On or about 07/10/2013 Auotomobile Association of America (AAA) was called because my vehicle malfunctioned. The vehicle was picked up by Apache Sands Towing and taken to Apache Sands Service Center. The next day I called Apache Sands and spoke with [redacted] advised replacing the primary fuel pump needed replacing and parts and labor would be approximately $1400.00. The job description reads "TEST AND ADVISE: DASH LIGHTS CAME ON. FUEL LIGHT CAME ON. VEHICLE DIED, CRANKS BUT NO START. CHECK AND ADVISE. SCANNED COMPUTER. CODE [redacted] BAD COIL. PERFORMED FUEL PRESSURE TEST. NO FUEL PRESSURE. RECOMMENDED REPLACING PRIMARY FUEL PUMP. OWNER DECLINES ANY AND ALL REPAIRS AT THIS TIME." The charge for this was $97.63; I got a 10.00% AAA discount, hence I paid $87.87. The reason service was declined because I did not have $1400.00 to put into the vehicle. Today 08/07/13 I secured the money to pay for the repair however I took the vehicle to [redacted] Motorworks, 5853 Kings Ranch Road, [redacted], AZ [redacted] and the charge for repairs was $130.00. The invoice from [redacted] Motorworks reads: "DIAGNOSTIC TIME FOR NO START EEC TEST FUEL PRESSURE TEST ADD FUEL TO TANK. CHECK LEVEL SENORS." I relied to my detriment on the expertise and professionalism of Apache Sands Service Center. I can understand and appreciate varying prices between competitors however the varriances in pricing illustrates poor business practices by Apache Sands Service Center. I feel Apache Sands Service Center is taking advantage of the auto repair industry, AAA, and more importantly the community it "supposedly" serves.Desired Settlement: I would like a refund in the amount of $87.87 due to the inferior and deceptive business practices of Apache Sands Service Center. Please note I will provide copies of all documentation regarding this matter.

Business

Response:

I still am having trouble accessing your site. I am not sure why. We are going to send Mr. [redacted] a refund check.

Thank You,

General Manager

Apache Sands

P ###-###-####

F ###-###-####

M ###-###-####

Review: It took the "service man" 2 hours to change my battery, while I sat at the gas station with 2 children in my car.

The serviceman lost a 5" bolt in my engine, & spent 20 minutes looking for the bolt before he told me what happened. He first tried to convince me it would be fine to leave it in the engine/engine compartment. When I told him I wasn't comfortable with that, he said there was nothing he could do. I asked him to call his shop for help, he said no one was there- they closed. I said he should call his manager at home- or figure something out!! He took the battery in and out of the car at least 7 times.

Lucky for me, nearby good samaritans took off the wheel, retrieved the bolt, put the wheel back on. Apache Sands "mechanic" still couldn't get the battery bracket on- so the good samaritans also assembled the battery bracket. 2 hours. I asked for a discount and he said I should be glad he didn't have to charge me the 2 hours "labor" - which I think he meant "standing there watching the Good Samaritans at work" and that usually he has to charge a "jack fee". I replied- seriously- for your mistake? I am extremely unhappy and CANNOT BELIEVE that I was charged $170. I also gave the Good Samaritans $40 in cash for their time and trouble (which was less than they deserved for fixing the service guys MISTAKES, and doing the job he got paid for!!!)

I spoke with "Guy" from Apache Sands and they said they would send me $40 gift card as an apology and retrain their mechanic. I said I wanted a refund- he told me he would talk with his superiors and get back to me. It's been 2 weeks with no follow up.Desired Settlement: I want a complete refund.

Business

Response:

Our driver went out to the fuel station on 2/23/2016 to service Mrs. T[redacted]’s battery on her 2007 Lexus LS460. From the time we received the call until driver arrival was less than 10 minutes. Upon his arrival our driver assessed the situation and fully tested the member’s battery and electrical system to make sure everything was working properly. This initial testing of the system does take some time. After this was completed the driver explained to the member their battery was bad and should be replaced. Member agreed to purchase battery and driver began his installation. During this installation a battery j-hook that is usually held on the vehicle by a plastic retainer fell down into the wheel well of the vehicle. The driver then started to try to figure out how to get this bolt back. Driver did state that he had a rough time in retrieving this bolt from the fender well and that some bystanders did help in the retrieval of it. While this call did take 2 hours to complete the normal time for a battery service call is around an hour, so about an hour longer than a normal service call. The customer paid their member price for the battery and went on their way. The following day Guy spoke to the member, as we had heard that her service was not satisfactory for her and offered the member a $40.00 gift card for her time and troubles, and also advised her that this driver will be shown the correct way to handle the situation so if it arose again he would be more fit to take care of it. The member told him that this amount was unacceptable and stated that she wanted a full refund for the battery installed in her vehicle and she wants to keep the new battery or she was going to contact the Revdex.com. Apache Sands tried to take care of the situation with what we had deemed fit for this member’s inconvenience as this member still retains the battery that was purchased.

Consumer

Response:

I want a refund and I'm happy to return the battery. When "Guy" spoke to me, he said he was sending me a $40 gift card as an apology for the terrible service I received, and when I said I would prefer a refund, he said he would ALSO go back to his supervisors and call me back. I did NOT threaten him with contacting the Revdex.com on our phone call. When Guy neglected to follow up OR send a gift card, I wrote that I would be contacting Revdex.com. I have been inconvenienced enough, please come pick up the battery and issue me a full refund. You have wasted too much of my time already with inept auto service & with atrocious customer service. The "mechanic" lost the bolt into the engine compartment, the wheel had to be removed as well as the inside of the wheel well- he wanted me to just leave it in there and said it would be fine- also not secure my battery!

Business

Response:

We will have Guy contact you today to setup a time to come out and remove your battery and issue a refund. Once again we apologize for the inconvenience but cannot just give you a free battery because of a delay during installation.

This company does not disclose all information needed to pick up a vehicle in another persons name, my step son, so that you will hopefully have to make numerous trips to their facility so that you will not make it back before 5 pm their closing time of course, and then you are expected to pay more storage fees. Then when you voice your unhappy opinion they threaten and try to intimidate you as well, well no one will ever intimidate me or threaten me. The after hours option was never even mentioned to us which may have resolved my sons not being able to leave work before 5 pm issues. We had to read that information off their front window, which by the way is missing one digit, which I believe after in countering them is nothing short of intentional. The entire staff is nothing short of being extremely rude and trying to be intimidating to my wife and me. They lie to their customers which is not only voice recorded but also on video as well. Here's the kicker, while they were in possession of my sons car they not only drove his car around their yard, but they had continuously revved his car above the max revs per minute, and this was done just after they unloaded the car they drove off the rollback truck, which has now caused engine damage. This is also recorded by video via the dash cam camera mounted in the car which the driver had even noticed prior and said it out loud that the camera was installed, I guess he figures even if it's there it's not recording. They also ran the battery down by leaving the key on which they needed to jump start which of course they dropped the jumper cables on the front of the car chipping the paint. And to think they not only have a city contract but also a county contract, and even a AAA contract. Not if there is anything I can do about it. One last thing, they claim on their yellow page ad they have a A rating with the Revdex.com but funny how the Revdex.com has no record of them when you do a Revdex.com search.

Review: I was winning bidder on a NO RESERVE vehicle auction on TOWLOT.com from seller Apache Sands in Mesa, AZ (Auction #[redacted]) . I received an email stating I had the Winning Bid Amount: $2050.00 as well as the buyer and sales tax fees. I then called Apache Sands to get an quote on towing the truck I had just won. They said they would do it for $120.00 an hour, at which point I confirmed I would be in the next morning. I live about an hour away from Apache Sands and upon arriving the next morning I was told I had to talk to an employee named "[redacted]". After waiting to talk to [redacted] for over 30 mins she came to the window and said that her manager ([redacted]) was supposed to email me (BUT never did) and would not be honoring my winning bid amount and wanted $9000.00 to sell it. She said there was nothing WE could do about it and we could either pay $9000.00 for it or leave. It was an extremely unethical business practice.Desired Settlement: I would like Apache Sands to honor my winning bid amount.

Business

Response:

As stated in the auction listing in document "Towlot.com" WINNG BIDDER MUST CONTACT SELLER FOR FINAL BID APPROVAL". On this auction the seller has the right to choose not to sell. The "FW Apache Sands Auction" document is the email that was sent to [redacted] based on the email address he registered with showing that he was notified within 1 hour of the auction that even though he was the high bidder we were not selling the vehicle to him at this price. [redacted] may have called our towing department to get a quote on towing the vehicle but that is not the same as calling to see if his bid was approved.

The bottom line is we are not selling this truck for $2,050.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no such email update in our inbox or spam mail. They do not want to resolve complaint.

Regards,

Outstanding service. Very well done. Fast response time. Arrived with a smile and eager to install my spare tire. No delays were detected in arrival time. Spare tire install time was fast and efficient.

My whole family was with me which included our age three grandson so timing was critical to get us on our way. Two men arrived 30 minutes after I called Onstar to arrange for roadside service. The lead person had years of knowledge and experience so I had no worries. The spare was installed ready to go in only a few minutes.

Apache Sands aced this event in every way. I am very pleased with the service.

Driver was friendly, professional and knowledgeable. Arrived promptly. Excellent service. Thanks

Whiskey our tow driver was amazing, very professional quick and knowledgeable I will definitely keep the # for referral as well as for myself. Thank you so much!

The driver showed up before the estimated arrival time. He was professional, friendly, knowledgeable, and very efficient. Overall a great experience. I wouldn't hesitate to recommend Apache Sands to anyone needing towing services. Great job

Review: Last November I thought I had a wheel bearing going out. The Service Writer and mechanic informed me it was not a wheel bearing but that I had a CV going out. I learned that a CV stands for a Constant Velocity axle. Trusting their expertise I hired them to replace the CV. They did so and charged me $298.66 on November 26, 2012. August 26, 2013 I replaced the Clutch Master Cylinder. This was done due a difficulty with first gear in my manual five-speed, and the clutch needed to be replaced. This work was done at another shop. While replacing the clutch cylinder they noticed the transmission had no fluid. It was leaking because Apache Sands installed the wrong CV axle. The axle Apache Sands was forced into place and broke the seal at the transmission. This required replacing both CV axles, the five-speed transmission, and the clutch. And parts, labor, and tax. All because Apache Sands Service Center installed the wrong CV axle.Desired Settlement: Restitution in the amount of $1884.83.

$298.66 amount Apache Sands Service Center charged me to install the wrong CV Axle.

$1586.17 amount of damage caused by Apache Sands Service Center.

The $26.95 oil change I requested and the $60.00 CV axle core (refundable to me) are on the invoice, but not included in the $1884.83

Business

Response:

9/30/2013

From: Apache Sands Service Center

Mesa, AZ

To: Revdex.com of Arizona

RE: [redacted]

We are replying to the above named consumers’ complaint.

On 11/26/2012 our shop replaced the left front c/v axle on the customers

Vehicle, a 2001 Hyundai.

On/or about the second week of September, the consumer came to our store

with a c/v axle, and a “repair order “ from another repair shop. He stated that he had the vehicle “some ware else” for transmission/clutch repairs, and that the “axle seal” we replaced was leaking, causing a transmission failure.

10 months have passed since the original repairs.

Viewing the records of repair, it was explained to the customer that no axle seal

replacement was done and no new seal was on the paperwork. I was unable to view the customer’s paperwork for repairs, but noted that all the repair shop information was “blacked out”. The vehicles current mileage was not disclosed.

I informed the customer that I would verify that the axle we replaced was correct for the vehicle and would discuss the situation with the Apache Sands’ owner.

A few days later, the customer came back. He stated we installed a incorrect axle on his vehicle. Based on my conversation with the owner, I advised the customer that all of our work, “parts and labor” was guaranteed for 1 year or 12,000 miles, whatever comes first. Additionally, on his Repair Order there is a “explicit statement of the terms and provisions of that warranty, with a “888” phone number to call for warranty claims. Obviously, he did not follow the Warranty procedure, or bother to call us directly with his concerns.

We, in good faith provide a nationwide warranty on our repairs. We cannot be responsible for repairs not verified by us or our warranty affiliates, done to the customers’ vehicle, based on his authorizations’ given to another shop.

Apache Sands does not dispute the repairs in question, but cannot without proper verification, cover the repairs .

Jon was skilled and efficient. He arrived quickly and went above and beyond. Not only did he charge my battery, he let me know there was a bad cell. I appreciate him going the extra mile so I didn't end up standed with another dead battery.