Complaints

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:05/06/2024

  Type:Service or Repair 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.

  Last year I used this service. The technician could not do the tire swap from summer to winter tires. I had to drive to the shop for them to complete this. They completed the job and bagged the tires in tire bags for me to take home. Which I did and put them as they were in my garage. Come may 6 I booked again and the technician came and said the caps for the rims were not there. The tech took pics and said don’t worry the office will take care of that and look or replace. I heard nothing. Reached out to ***** (******) ******** *******. He asked for my vin (*** *****) and I heard nothing. I asked again. Nothing. Finally received and email (********) claiming as the caps are not 3 dollars ***** claimed the cost was refused (even though HE IS THE OWNER) and that they would not replace and then proceeded to give me the part numbers to order myself. The costs were 295 each x 4 plus tax plus install. All of this is in the emails. Why am I responsible for items that were either misplaced or taken internally at their shop??? I want a settlement that will replace my rim caps as well as the tax and the labour included. I will NOT go back to this shop as reading other complaints a similar incident has occurred before. Appalling they are still in business

• Initial Complaint

  Date:03/01/2023

  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.

  I had an appointment on Dec 2/22 with GoWrench to repair the parking brake on my vehicle. The technician came, looked under the vehicle and told me the parking brake cable was snapped. I knew the cable was snapped, I needed it repaired for a safety check! For this I paid $163.84, no repairs performed. There were other issues with the vehicle that I had mentioned when I booked the appointment online but they were not noted. As well why was a technician from Toronto dispatched when Hamilton is much closer to my home? * ***** **** ** * **** ******* ***** ***** ** ** **** *** ** *** **** **** * ** * ******* I will never use this service again nor will I recommend it.

  Business Response

  Date: 17/01/2023

  Hello *****,
  
  We're very sorry to hear your experience with GoWrench was negative. When we book a diagnostic service call, it is to confirm the cause(s) of any problems, as well as to confirm if there are variations in part types/sizes, or supplies needed. The idea is to make sure we get the fix right, the first time. I understand you were originally looking for a few different repairs. Often, when we book a repair without a diagnostic first, parts can be wrong and we end up getting charged a restocking fee from our suppliers. We only book diagnostics with the consent of our clients. I see that we did try to call, then followed up with a text message and that is how the service was booked. We do our best to note down the various problems the vehicle has and we apologize if any symptoms were missed, but I do not see any other issues mentioned in the text messages. Ultimately, it is best to be present with the mechanic to let them know of any other issues you are experiencing while they are there. I do see that a courtesy inspection was done on the vehicle, and three separate engine codes were also found and noted in the inspection details. If these were not communicated to you by the mechanic, please let us know.
  In regards to the pricing, I assure you that this is our standard price for a diagnostic ($99.99 plus a $45 mobile fee, plus tax - as seen on our website). This is to cover the cost of our mechanics hourly rate, plus travel time, gas, and amortization of our vehicles. In the case of a very quick diagnostic, we can sometimes credit part of the diagnostic fee towards a repair, but that is something we look at case by case depending on our expenses associated with the job.
  The Hamilton and Brantford regions are currently under the territory of our head office in Etobicoke, so that is why a mechanic was sent from there. 
  I see that a quote was made for fixing the issues you had mentioned, but it was declined. We want to make you happy with our service, so we would be open to adding a discount to the repair that is needed. Please give us a ring at ************ if you'd like to discuss this further. 
  
  Thank you,
  
  The GoWrench Team