Complaints

This profile includes complaints for Apache Sands Service Center Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apache Sands Service Center Inc.

  7602 E Main St Mesa, AZ 85207-8417

• 

  Apache Sands Service Center Inc.

  1321 N Pioneer St Gilbert, AZ 85233-1806

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:07/15/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  On June 4, 2025, Apache Sands was hired by ***** to tow my vehicle to my mechanic. The tow truck driver, ****, took pictures all around the vehicle before getting in it and placing the vehicle in neutral. He had one foot out the drivers door to push the vehicle out of the garage. The open driver doors rocker trim hit my other parked vehicle and bent the trim so it was now perpendicular to the door. He apologized and stated many times that Apache would cover the cost of repair. He then delivered my vehicle to my mechanic. I called Apache Sands and spoke with **** Stilton, a manager, and he denied the damage was made by ****. I then filed a police report. The business needs to cover the cost of repair.

• Initial Complaint

  Date:12/20/2024

  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.

  I purchased new tires was advised to get an alignment even thought there were no indications of misalignment. I called Apache Sands and spoke with ******* he made a case that they were more expensive than my second choice, however their work was superior. After the consult, he said it was misaligned & steering wheel needed reinstalled for an extra $. i was surprised as it wasn't previously - but trusted him. They complimented the previous owner mentioning a large amount of custom work done on the alignment at a great expense- i questioned Apache Sands acumen and was reassured they were up to the task.i paid the $ 365 alignment, and $179. steering wheel. I picked up my vehicle, and immediately saw a large dollar bill size grease stain on a previous spotless passengers seat. On the drive home i noticed a strong pull into the oncoming lane, called and spoke with ******* and made arraignments to return and leave it again.After a day it was ready again, i returned again with RV, picked up and on return home had same pull again, and noticed the steering wheel was offset. immediately returned, spoke with ******* "he said he had lost faith in the process" referred me to ***** whom insisted it was aligned he had viewed it personally. We went for a ride he said he was incorrect and brought it in for a 3rd.When i picked up -and was assured all was well- ***** said there was some extra equipment that needed loosened, and retightened, said the steering wheel needed to be placed back- when i questioned the cost he said it was needed, but they went too far. After arriving at home i noticed some body damage was asked to send pictures and was promised a call- no call two attempts to a *****, the manager/Owner I contacted the original *** that did the custom work, they inspected, said D.Sands, has returned RV to their settings and comprised their work, didn't know the safety system ,caused misalign issue and doubted the entire steering wheel drama.

  Business Response

  Date: 01/09/2025

  To whom it may concern,

   

  On 11/4/2024 Mr. ***** brought his ** in for an alignment. After checking everything the ** was out of alignment. Our technician adjusted the alignment and test drove the **. The ** drove straight but the steering wheel was off center. We adjusted the steering wheel and Mr. ***** picked up the **.

  On 11/06/2024 Mr. ***** came back stating the ** was pulling to the right. This seemed unusual because adjusting tow would not create a pull. The ** does have an aftermarket *********** which helps hold the steering wheel straight, so we had our technician setup the ** for an alignment and found all the setting withing specs. We reset the *********** and the ** drove fine.

  11/08/2024 Mr. ***** came back again and stated the ** was now pulling left and right. My manager ***** drove the ** with Mr. ***** and showed him the ** drives straight down the road. When you get on a road with a crown like most roads in the valley the ** will tend to pull towards the crown. ***** explained that **s do not drive like passenger cars, and they tend to pull and swerve while driving them, but the alignment is correct.

   

  Mr. ***** called several days later accusing us of damaging the **, there was yellow paint on the mirror and the trim was damage. We explained this did not happen at our shop. We do not have any yellow poles. He then said you must have done it when we lifted the **. We explained we do not lift **s to align them. They are driven over a pit. At this point we stopped communicating with him.

   

  On 01/06/2024 I called Straight Line and talked with **** inquiring about Mr. ****** invoice. **** told Mr. ***** was there to have his alignment checked, they checked the alignment, and it was within specs and they did not need to adjust anything.

   

  Thank You,

   

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

  General Manager

  Apache Sands

  Office ************

  Direct ************

  Customer Answer

  Date: 01/09/2025

  Ironic that ***** is responding for the first time after being promised he would call, and my multiple requests to speak with him went unanswered.  This response is riddled with inaccuracies and outright fabrications. *****, I'm embarrassed for you and lack concern, but not surprised based on my experiences so far.. i guess you are only available certain days and times, so i left my contact info repeatedly. Even you staff made apologies and excuses for your lack of follow through. 

  please see original complaint, as those details are accurate - caveats to ***** comments, 11/6 unit drove fine? not true- still had a major pull that did not exist prior to drop off, thus the reason for the return. 11/8 no claim for pulling left or right? no, still pulling into coming traffic.  as stated in complaint drive with *****, still had hard pull, ***** AGREED and said it is not acceptable, was again adjusted again, and it now does indeed  perform as it did before i dropped it off. I was promised a return call from "***** whom is the only one that could discuss", to discuss concerns regarding costs/ damage this is first response.

  I then took to Straight line- ***** left out the commentary that Straight Line said the specs are exactly as they were when the originally worked on it, he said I call BS they did anything but run up a bill and charged you for something that was not needed and returned to our specs- ****** learned.

  I would like a refund of my charges-

   

• Initial Complaint

  Date:02/07/2024

  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.

  I was charged an extra $25 dollars because I was at the business 15 minutes before close and I was told that the signs state that you must be there 20min prior to close. I am a disabled combat veteran and because the manager didnt want to actually do his job during the actual posted hours of operation I was charged extra. Furthermore the following morning when I returned, I was yelled at and told I could leave if I had an attitude. This was the most unprofessional incident Ive ever had as a customer ever.

  Business Response

  Date: 02/08/2024

  I watched the surveillance video at our impound office and we did not have any customers at the impound office during the time the claimant says he was there. The office is open 8am to 5pm.The claimant approached our staff after business hours on the other side of the property asking about his girlfriends vehicle. When he was told he would have to wait until the next day he became belligerent with our staff. The next day when the claimant arrived our staff did ask if he was going to be calm because of the claimant's behavior the day before. We do not put up with vehicle owners being belligerent with our staff. If they cannot control there language or act in a threatening manner they are asked to leave and cannot return without a police officer there on standby. The claimant picked up the vehicle without an incident.

  Customer Answer

  Date: 02/10/2024

  that information is not correct. The door was locked BEFORE 5pm. The person in the golf cart completely ignored me from the start telling me that the signs posted everywhere (but not actually). Because of the unprofessional behavior of a professional representative of that business I was upset that they locked up early, and completely brushed me off. The next day when we returned HE was the one with the attitude, yelling at me telling me you can leave.

  again- the lack of professionalism, courtesy and general respect is what lead to my reaction and the fact that I was having to pay for another day of fees. 
  

  I do NOT accept this inaccurate statement of events. 
  I will not ever return and I will be SURE to tell everyone I meet how unprofessional they are. 

• Initial Complaint

  Date:01/16/2024

  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.

  On 1/3/2024 I took my ****** Forester in to have some cross threaded lug nuts repaired. I was told I would be called when the vehicle was ready. I was not called that day and called near the end of the day to finally be told that three lug nuts were cross threaded and would need to be fixed. I authorized the repairs for the next day and was again told I would be contacted. I was not called again on the second day and again had to call on the status of my vehicle. I picked up the vehicle close to closing and headed home after paying $412.47.On 1/5/2024 I had an appointment at ****** tires to work on a balancing issue. They informed me that my lug nuts were still cross threaded. I went back to Apache Sands to give them a chance to fix the lug nuts that they were supposed to have corrected. At first the mechanic that worked on my car on the 4th said that it had to be the gun they were using but the sales manager told him to fix it. I waited on the premises until my car was returned to me again with an assurance the work had been done.1/15/2024 I had my car in at my regular mechanic as I was still having what I thought was a tire balance issue and I was informed that my tires were fine but I now have 5 cross threaded lug nuts. In addition, they were so over torqued (800 newtons when they should have been between 80 and 120) that they nearly broke off when they tried to remove the lug nuts. This resulted in my incurring an additional $272.86 to deal with the additional damage. I can only assume that the additional damage was done when I took my car back to Apache Sands and stated that I had not received the services I had paid for at the time. I feel that this additional damage was done in revenge. I am beyond angry about this situation. I feel taken advantage of by Apache Sands. I would like the costs I have incurred related to this issue refunded to me in full. I have all the receipts.

  Business Response

  Date: 01/24/2024

  My service manager *** has called several times to ****** to request she come in and see him and bring the invoice from the other repair shop. We have not received any response.

• Initial Complaint

  Date:05/05/2023

  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.

  May 3, 2023 I paid to get my car out of tow yard. $254.25. Incident # *********. After purchase, clerked stated that there were no keys with the vehicle but it was stated in the report by Detective ****** of Pinal ************************** that the keys to my vehicle were present upon stop. I was pulled over on a state highway not far from ********. I have documents that show proof of my keys being present. I also had to sit in my vehicle all day & slept in my vehicle the night I got my truck out & is currently on the side of the road still in my vehicle waiting on a lock *****. I will like to press charges on the **************** for violating my rights & not replacing a key they misplaced & for reporting false information.

  Business Response

  Date: 01/29/2024

  I had spoken with ****************** and contacted PCSO. ****************** was arrested along with the occupants of his vehicle. There were PCSO deputies and ICE agents at the scene taking everyone into custody. When our driver arrived on scene, he looked in the vehicle for the keys before he started loading. They were not there so he asked one of the deputies about the keys. The deputy said if the keys were not in the vehicle, then they were with the suspects, so load the vehicle and go. So, our driver loaded the vehicle without keys. Since we were not in possession of the keys, we are not responsible if they are missing.
  
  Thank You,
  
  *********************************
  General Manager
  Apache Sands
  O ************
  
   

  Customer Answer

  Date: 01/29/2024

  towing a vehicle without possession of a key it utterly ********* How does the driver get the car out of possession if there are no keys? Your policy should be evaluated & your company should be sued. I will continue working behind the scenes to bring a bad name to this company.