Complaints

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

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  RepairPal.com

  363 Clementina St Fl 1 San Francisco, CA 94103-4104

• 

  RepairPal.com

  85 Federal St San Francisco, CA 94107

• 

  RepairPal.com

  6005 Shellmound St Suite 200 Emeryville, CA 94608

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:01/03/2025

  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.

  My car was serviced at a garage that ****** sent it to. The repair was botched. We sent it back to ****** who then sent it to the dealership for any recalls. The dealership fixed the recalls and the botched repair. My car has been ready for pickup since 9/2024. Getting repairpal to pay for the repair has been insane. They finally agreed to pay the 1700 in repairs and said they sent a check. I have close contacts with the dealership and they have said they did not recieve anything. I can not get repair pal to communicate. They lie, never email or call back. This has been the worst experience with ******.

  Business Response

  Date: 01/09/2025

  We were recently contacted by a customer through ****** customer relations regarding an issue with a turbo replacement and engine recall at a dealership. The customer initially had their turbo replaced by a service center, but when they went to the dealership for the engine recall, they were informed that the turbo replacement had been done improperly. The customer then requested the dealership handle the turbo job and sought compensation for the cost of repairs.
  

  After a thorough investigation and significant back-and-forth communication with the service provider, RepairPal ultimately decided to cover the $1,700 repair cost to resolve the situation. Unfortunately, delays occurred due to administrative issues, including a transition involving a change in payment methods. This also resulted in some confusion on the dealership's end regarding the check we sent.
  

  We understand the customer's frustration and while we recognize the challenges in this situation, we want to clarify that the issue was primarily between the customer and the original service provider. Nonetheless, we took responsibility and paid the outstanding bill to ensure the matter was resolved. We appreciate the customers patience as we worked through these challenges.

• Initial Complaint

  Date:10/18/2024

  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.

  Repair pal is responsible for contracting with auto repair shops for my ******************** . When my transmission failed in March of 22 I was told to go to a specific repair shop. They fixed the transmission and now the transmission needs to be replaced again. I was told by ******* that the transmission the auto shop used had a ***** warrenty 3 yr, unlimited mileage, so ***** is responsible, however, ***** needs the proof that it is a ***** transmission which Caremax told me needs to come from the auto shop which was sold and the work on my car was not saved so they will not payout. Caremax states that it was repair pals responsibility to save the information. No one is taking responsibility and no one will cover the cost and my car has been in and out of auto shops since mid July. I have been making payments paying insurance, and paying the warranty and haven't had the car. I have 1 small ****** with 5 children. We have had to miss work bc we have not had a car and had no other transportation. We will be filing a complaint with ******* as well. We just want our transmission replaced as we are entitled to.

  Business Response

  Date: 10/30/2024

  To Whom it May Concern:

  We take complaints like this very seriously, and have resolved the issue on behalf of the customer. All of our shops have at least a year long warranty (or 12k miles), many shops have more. Large parts typically have longer warranties.

  This unique situation rose from a failed part that had initially been covered by our Partner ******'s extended service contract ********

  The initial shop that performed the work had been sold, with no records from previous customers retained, and therefore it was not able to be proven that the repair took place. 

  In this case, RepairPal decided to cover the entire cost (over $7,000) for a new replacement transmission to take care of the customer. This is not a typical outcome, and we'll work with our partner ****** and their ******* administrators on the back end. We have confirmed the customer's vehicle is now operational and that they have been taken care of. 

  We'd ask at this time for the initial complaint to be removed or amended. Thanks!

• Initial Complaint

  Date:04/19/2023

  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.

  ************ Dec. 30-Jan. 18 Contacted CarMax who used RepairPal to locate a repair facility near me. throttle body replaced by facility (mechanic called and said they couldnt reproduce the issue with the *** light going on or get any codes from computer.They also replaced a clock-spring in the steering wheel that caused both my cruise control and computer setting buttons to stop working.2 Days after repair, exact same issue came back. **************** advised I had to go back to same facility Second repair Mar. *****st fuel injector replaced (It failed failed after 3 miles from repair facility. Also started spewing gasoline all over my engine)Also replaced two buttons on steering wheel (neither button working still after leaving repair facility)Paid $247 for first issue, $347 for second repair. Warranty states that because the repair was made RepairPal should have had the deductible reduced by $50. Neither deductible was reduced.Also not sure why I was charged $94.28 for a credit card fee. **************** told me the repair facility had requested a paper check when they invoiced.

  Business Response

  Date: 05/01/2023

  Hi *****, and to whomever else may be reading,

  We were happy to step in and contact you on behalf of our shop. We realize you had a difficult experience, and it was our pleasure to help turn things around for you. While we'd love to not have any complaints against us, I think it's also important for others to see that if something does go wrong at one of our independent repair facilities within our network, we will always step in to try and make things right. In this case, we can confirm that ***** has received a refund for a portion of his repairs directly from RepairPal. 

  While RepairPal is merely the network and framework to which the shop belongs, we stand by the experiences people have there, particularly if they've been referred to one of our shops by a partner. We're happy that things here have come to an acceptable conclusion. Thanks!

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought an extended warranty with my purchase of a car at CarMax earlier this year. After hearing a grinding noise, I called the ******** warranty phone number and was told that they are short handed in their shop, but I was welcome to take my vehicle to another mechanic. Then I was warned that I can only take it to a "Repair Pal Certified" mechanic if I want to have my warranty cover the repairs. I made an appointment with the closest "Repair Pal Certified" mechanic (Accurate Auto in *********, ** **************). I was told that the cause of the noise was a failed caliper, which is covered under my warranty, and that the remedy would be replacing the caliper along with the rotors and pads that were damaged as a result of the warrantied part that failed. Of course, like tires, shocks, struts, and even headlights, reputable mechanics will recommend replacing both sides of brake components to avoid uneven wear in the future and dangerous inconsistencies in the vehicle's braking capacity. Given the safety hazards and liability involved in partially repairing brakes, Accurate Auto will only do the work the right way. Replacing only one side of the rear brakes is not an option. The warranty company has only committed to covering about $400 of the job which will total over $1,200. I have reached out to CarMax, ********, RepairPal, and Fidelity without success. After a few minutes of debate, I am always given a phone number for another company I've already spoken with. I'm never given a straight answer or a name, phone number, and email for an actual person. I feel like my difficulty in identifying the person who can and will help me is by design in order to run out the clock. I was only given the Acronym FWS when I asked who the actual warranty company was. I need my car fixed in order to continue working but I can't afford to pay more than my $300 deductible for needed repairs which are a direct result of a warrantied part that failed. Please help!Thanks, ****

  Business Response

  Date: 07/18/2022

  Hi Matt,

  We're sorry that you've had a difficult time with your car recently. We just wanted to respond to your complaint about RepairPal and just make sure you've got all the information you need.

  CarMax is our partner. They are a different organization that obviously sells cars and offers extended service plans on them called MaxCare. MaxCare contracts are administrated by third party companies like Fidelity (FWS). It is not RepairPal or CarMax that determines what is covered and what is uncovered when it comes to MaxCare plans, it is the administrator. Your administrator is FWS. ************** reserve the final right to approve or deny claims based on a consumer's contract as they are the ones paying the ****. MaxCare contracts don't cover wearable items like belts and tires, and generally they only cover failed parts. It is very common that recommended or related parts are not covered under claims.
  

  We have spoken to your administrator, and attempted to get your repairs fully covered on your behalf, but the initial explanation stood, which is only one side (pad $77.48, caliper $198.50, and rotor $86.90, along with 2.6 hours of labor at $145.00hr). We did make sure you got your $50 reduction in deductible for going to a RepairPal shop (a benefit CarMax customers get by going to a shop in the RepairPal network). 
  

  In the future, you can go to any shop you'd like, but just won't get the $250 deductible, as it is $300 out of network.

  While we agree with you and the shop that fixing both sides is the recommended  step to take, the left side did not fail, and therefore it isn't a covered repair under your contract. We are sorry that this is happening and please let us know if there's anything else we can do to help.

   

   

  Customer Answer

  Date: 07/18/2022

  Thanks for your response. Best practice or not, I am unhappy with the warranty company's continued unwillingness to cover proper needed repairs resulting from the failure of a warranteed part. I appreciate your clarification regarding the warranty administrator.
  Thanks,
  *********************

• Initial Complaint

  Date:07/13/2022

  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.

  I use RepairPal for several of my automotive shops. It has recently come to my attention that RepairPal uses a third party firm to call my customers and ask them about their experience at my shops. I have had several angry customers call me and tell me that this firm is rude and unprofessional, and they did not appreciate the interaction. My customers are also (rightfully) concerned about the security of their personal information, which reflects very poorly on my business. This practice by RepairPal has damaged several of our customer relationships and has undoubtedly cost us business. We have reached out to RepairPal to get some clarity on this issue and they are not taking it seriously, which is very concerning to me.