Complaints

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My truck broke down on 01/08/22 and was towed by APR Towing & Recovery in Ware, MA. I told the driver where I wanted my truck to be towed but he told me that at APR they could repair it. Hearing this I said ok. I was told the truck was repaired and ready to be picked up on 02/25/22. I made 3 payments totaling $10,889.21 and came to pick up the truck on 03/01/22. I asked to pick it up after hours because I had to rent a car. When I got in the truck it started for about 5 seconds and it shut down and would not start again. This is the same reason I had it towed in the first place. I had rented a car from PA to MA and got a taxi to take me to the shop from the car rental place. When the truck did not work I tried to get a taxi and a rental but it was too short notice and I had to sleep in there. The weather was below freezing so I got in a truck to heat myself up during the night. The next day they said the problem was the battery, then they said it was too cold they had to warm it up. I stayed there the entire day and they gave me another bill for $732.68. This bill included the fuel I used overnight to keep myself warm. I asked to test drive the truck before I paid and it was still not working so I did not pay the $732.68. I gave them until 03/04/22 to get it fixed and when I came on the 4th it was still not fixed and they wanted their money. I wanted to get another shop to look at it but they refused to release it unless I paid. I called the police to see what I could do and they said to get a civil attorney. Unfortunately, I am out of work and out of money and without my truck fixed I cannot make money to pay.

  Business response

  04/04/2022

  Business Response /* (1000, 10, 2022/03/28) */ The driver's dispatcher spoke with our dispatcher, after the double unit broke down in the middle of the night, and asked that the truck be brought to our yard and then be repaired. The truck was towed in the middle of the night to our Ware location and then after speaking with the drivers home office we were asked to repair the vehicle. The vehicle was repaired after the driver left to return home. The company was notified that the truck was fixed and ready for transport on a Friday. The driver did not arrive until midnight on Monday. When he arrived the truck has gelled up due to the cold weather and some after market modifications that had been done to the truck. He then took it upon himself to break into one of our vehicles and start it and run it for almost eight hours until someone questioned him. The mechanics spent hours resolving that issue and after that another issue seemed to have been discovered. The mechanics fixed all issues and instructed the company to send their driver to pick up the unit. He arrived and refused to pay for the unit despite that all of the issues were fixed and his office had authorized all of the charges. We would not release the unit with out payment and the company required that he agree that the unit was fixed before they would release payment. This resulted in him calling the police to our Ware, MA location because he did not want his company to have to pay the bill. He was told that APR was with in its rights and that he needed to pay for work rendered. He left that day and then a driver came back a week later to pay for and pick up the unit. There was no issue with the company that the driver worked for it was just the driver himself. Consumer Response /* (2000, 12, 2022/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are accepting the response because we want to move on from this. We paid close to $13,000 to get this truck repaired and this includes the fuel for using an open truck the driver used to warm himself due to the weather being in the single digits that week. Unfortunately, there were no hotel rooms available on short notice that night. The truck was eventually fixed, and we paid the final $1,900 remaining and took the truck home. We asked them to honor the $35 storage fee they originally quoted us, but they would not honor it, instead charged us $85 a day including the days they were still working on the truck after the initial repair. We would not work with this company again. Please close this file. Thank you for your help.

*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. ↩