Complaints

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

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  YourMechanic

  701 5th Ave Ste 7250 Seattle, WA 98104-7099

• 

  Mr Mobile Mechanic

  3005 Zephyr Ave Pittsburgh, PA 15204

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:07/18/2023

  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 read on there website they inspect your car before they do the work so I said I think it's the water pump. The mechanic didn't even inspect it he just installed the water pump knowing it was a lesser paying job he never informed of anything til he was done and said I think it's probably your thermostat but atleast you have a new water pump. All mechanics inspect before they do the work and in his reviews I see inspected others cars and let them know but not me I'm not saying it's cause of race it's just crazy I see difference in customer service. Sad

  Business Response

  Date: 07/28/2023

  On 7/13/2023, the customer contacted ********************** and booked and authorized an appointment for a water pump replacement on a 2015 Jeep Grand Cherokee V6-3.6L. The requested service was completed on 7/15/2023 for the quoted price of $402.03 (this includes a $40 discount). The requested service does not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue. Immediately after booking the appointment, the customer was emailed written confirmation of the appointment outlining the service requested, appointment details, quoted price, and payment terms. The payment terms of service are publicly displayed on the yourmechanic.com website. The terms explains that at the time of scheduling a job or service, payment is authorized by the customer to be processed on the preferred payment method provided. All charges are final and paid by the customer. Payments are due immediately after completing the requested service or upon cancellation of the appointment requested (if canceled within 48 hours of the appointment start time) after completing the booking process. 
  
  On the day of the appointment, YourMechanic arrived with all the proper tools to get the customers service completed. YourMechanic replaced the water pump per the customers request. There were no reported issues that prevented the services from being completed. This information was relayed to the customer so they can be aware of the vehicles conditions. The customer was sent a receipt and a copy of the service report. 
  
  YourMechanic completed the requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer. The customer is responsible for the full payment and no refund or partial refund is due at this time. 
  
  YourMechanic is not responsible for whoever diagnosed the vehicle.  If the customer had this vehicle diagnosed by a different shop or dealership, it may be worthwhile for the customer to see if there is remedy from this other party.
  
  All three attachments the customer provided were positive reviews from other customers.  In no way do these reviews show false advertising nor guarantee that YourMechanic will do a free, in-depth inspection of a customers cooling system. 
  
  

  Customer Answer

  Date: 08/03/2023

  It says on there page they inspect the vehicle and they don't do services you don't need. In his reviews he has shown he has inspected others vehicles and did not charge them for what they did not need but I just got charged and then told what the issue was. There was no false diagnosis the mechanic told me is the thermostat after he completed the job so I replaced the thermostat myself now the issue is fixed after I got charged. He did not once tell me what it was til after he replaced water pump so he can take the higher paying job.

  Customer Answer

  Date: 08/03/2023

  It says on there page they inspect the vehicle and they don't do services you don't need. In his reviews he has shown he has inspected others vehicles and did not charge them for what they did not need but I just got charged and then told what the issue was. There was no false diagnosis the mechanic told me is the thermostat after he completed the job so I replaced the thermostat myself now the issue is fixed after I got charged. He did not once tell me what it was til after he replaced water pump so he can take the higher paying job.

• Initial Complaint

  Date:07/18/2023

  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 set up an appointment for Your Mechanic to come out and install a water pump. The appointment was set for July 5, 2023. Sunday July 3 the mechanic reached out via the messaging feature on the app and suggested we also replace the thermostat, top/bottom radiator hoses, and do a radiator flush. We informed him we already had those things done, but we have not had the radiator hoses replaced and requested a price. I also gave him my husbands number to reach out for some background on the car. He did reach out to my husband tried to sell him on the extra things again, and assured him if the water pump didnt need to be replaced he wouldnt do it. But never gave us a quote on the hoses.July 5th: he was an 1 1/2 hr late I was notified of a delay 10 mins prior to my appt time 11:30. After receiving the notification I notice my price for the service went from $429 to $694. I reached out to the mechanic and asked if he approved the charge with my husband he responded yes, I called my husband who was shocked by the price increase and assured me he would not have approved that increase because $265 is a lot to us right now. Once I responded back to the mechanic with my skepticism on the price increase he stopped responding. When he finally arrived he told me he wouldnt start work until the additional amount was handed with a credit card. I felt completely bullied at that point and needed my car fixed, so against my better judgement I authorized it. Three hours later he called me out to my garage and says he cant get the air to bleed out of the cooling system (which needs to happen when any fluid is removed from the cooling system) but he didnt know what else to do and recommended taking it to a dealer, but he had another job to be at. He also made mention that he wouldnt have changed the water pump. It still looked good and he was leaving it so my husband could see it. My car still sit in my garage, there is still air in my cooling system which also causes my car to overheat. I have made numerous attempts to settle with YourMechanic and they have been off putting and rude! Theyre re only interested in getting your money and their mechanics are taught to upsell and bully you into paying later.

  Business Response

  Date: 07/27/2023

  On 7/1/2023 the customer contacted ********************** and booked and authorized an appointment for a water pump replacement on a 2014 Dodge Durango V6-3.6L. The requested service was completed on 7/5/2023.  The requested service does not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue. Its important to note that YourMechanic did not recommend the water pump to be replaced. It was replaced at the customers request via booking the water pump replacement appointment.  YourMechanic is not responsible for another partys potential misdiagnosis (whoever diagnosed the water pump to be in need of replacement).
  
  YourMechanic did receive authorization to replace the hose and the cost associated with the hose.  The customer used a payment plan for the original payment method for the water pump appointment cost.  When the price increased because the hose was added, the customer had to add a credit card or debit card to pay this difference.  This disputed difference could not have been paid without the customers direct involvement via providing the new payment method. 
  
  YourMechanic did contact the customer in a good faith attempt to go over their concerns.  Ultimately, the customer chose to do a chargeback. ********************** will accept whatever the card issuer adjudicates on the charges, however, we maintain the validity of the charge and no refund is due at this time.
  

• Initial Complaint

  Date:07/14/2023

  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.

  Scheduled an appointment for July 11th for a mechanic to come out and change my fuel pump.(was told I would get a free 50 point inspection)called in to work to be able to get it fixed. mechanic never showed up.on Wednesday July 12, he said he could come at 6pm which I had to take off from work again.I told him the fuel system needed to be inspected. he was sitting around and talking to my neighbor for a good ***** mins, and told me he ran out of time to check the fuel system and that I had a bad battery. the battery works just fine on my other car. mechanic said I would have to pay again if I wanted the fuel pump checked.

  Business Response

  Date: 07/21/2023

  Hello,
  
  The customer booked a car is not starting inspection with YourMechanic.  When the technician arrived, he inspected and found corrosion on the terminals that were preventing the car from starting.  Additionally, the battery was found not to be in good condition and was in need of replacement with the terminals.  Without proper battery voltage, the fuel pump (and other areas of the vehicle) cannot be properly tested.  The mechanic thoroughly documented his findings with both notes and pictures.
  
  More than one inspection may be needed. This is part of our terms of service and it is also the reality of car repair in general.
  
  Our terms directly state:  If you schedule a diagnosis Job with a Technician, he or she will first seek to diagnose the problem. In performing a diagnosis, he or she may go through a step-by-step process to rule out or confirm part failures through visual inspection and/or appropriate tests. Although Technicians use their experience in performing diagnoses, we cannot guarantee that any particular diagnosis will identify all of the problems with your car (and/or solutions) during the first inspection. Sometimes, the only way to get to the root cause of a problem is to go through a process of elimination that is, to replace a part suspected to be defective and then see whether the problem still exists.
  
  Full terms are available at ********************************************************
  
  The customer is aware that they are responsible for the full payment and no refund or partial refund is due at this time.
  
  Best regards,
  YourMechanic
  
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20324087
  
  I am rejecting this response because:

   

  my batter is working perfectly fine and has nothing to do with the car not starting.

   

  just because a terminal has wear and tear does not

  mean its broken. Just because the batter its low percent doesnt mean it doesnt work.

   

  the other mechanic I hired was able to diagnose the fuel system and found out it was dirty gas. 
  

  the mechanic stated he ran out of time to continue inspecting. But he was talking to my neighbor about fixing his car. Mechanic was late and rescheduled twice. My original appointment t included a free diagnosis because I ordered my fuel system to be replaced. The fact that your system went down and you canceled my appointment and didnt set it up correctly is unethical. YourMechanic.com is stealing from customers. Paying almost $200 to tel me my battery and terminals are low. My 5 year old niece could have noticed that. I uncluded my repair from the mechanic. And I expect a refund from your mechanic.com. This service was terrible and I will take them to court over this. They did not run out of time. He was chatting with the neighbor. He didnt listen to my concerns. And the title for purchase is misleading not starting inspection

   

  clearly my battery was not the issue nor the terminals. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/14/2023

  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.

  Mobil mechanic replaced my rear breaks then 3 days later the driver side tire came off. They refuse to pay for it to be fixed stating that since I bought the parts there is no warranty not even on labor. After speaking with them they said that it was driven over 200 miles. Their mechanic said that the oil was excellent and the air filter was excellent. The company that inspected the car after the accident said that the oil was black and a quart low and air filter needed to be replaced. K owing my car I know that my oil needs to be replaced. The your mechanic bill states that the tire lug nuts were put on to 100ft/lbs. How did he measure that, using just a socket and rachet. He stated that my spare tire was in excellent condition, I don't have a spare in my car. Invoice number *******.

  Business Response

  Date: 07/21/2023

  Hello,
  
  Thank you for contacting YourMechanic. Unfortunately, the consumer has stated that they may take legal actions. As such the  BBB  platform is no longer suitable to continue this discussion.
  
  Best regards,
  YourMechanic
  
  
  
  

  Business Response

  Date: 08/04/2023

  Hello,
  
  YourMechanic mechanic did receive the customers claim.  We did a thorough review of all the documentation that customers had sent in.  However, upon the completion of the review of these documents and in alignment with both our terms of service and our warranty terms, the claim was denied.  It is important to note that all customers agree to these terms prior to booking an appointment with YourMechanic and they can otherwise be found 24/7 on our website at ******************************************************** and *********************************************.
  
  Again, the customer stated multiple times that he will be taking legal action.  We do not know if the customer has initiated a lawsuit or not.  It can take varying lengths of time between when a person files a lawsuit and when the opposing party is served.   It can take anywhere from a few business days to years depending on a variety of circumstances.  We have to treat all potential legal concerns/threats seriously and respond to them in public forums as if legal action has been initiated.
  
  Best regards,
  YourMechanic 
  
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20323150
  
  I am rejecting this response because: the mechanic that did the work falsified his report. One example is that he stated my spare is in excellent condition. I find this highly unlikely since my model of car has no room for a spare. It also states that the lug nuts where put on to a specific torque I can't see how when he used a regular breaker bar and not a torque wrench or impact drill. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/14/2023

  What good is it when you file a compliant when it's my word and they lie about the work they did. Thanks for wasting my time. I guess if I started a business and did bad business practices you'll back me to. Thanks again for nothing 

  Customer Answer

  Date: 08/14/2023

  What good is it when you file a compliant when it's my word and they lie about the work they did. Thanks for wasting my time. I guess if I started a business and did bad business practices you'll back me to. Thanks again for nothing 

• Initial Complaint

  Date:07/10/2023

  Type:Order 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 Your Mechanic send a mechanic out to check out my serpentine belt. The mechanic said I did not need a new belt. He explained that I would be charged $30 for the service. Your Mechanic contacted me and said that I would be charged a $150 cancellation fee. I didnt cancel the service. The mechanic canceled the service and said that I would only be charged $30.00.

  Business Response

  Date: 07/10/2023

  Hello,
  
  On 7/8/2023, the customer contacted ********************** and booked and authorized an appointment for a serpentine belt replacement on a 2010 ***** XC60 L6-3.2L. The requested service was completed on 7/10/2023 for the quoted price of $302.66. The requested service does not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue. The customer did not have a previous diagnostic appointment with YourMechanic and YourMechanic did not make the recommendation to the customer to replace the serpentine belt.
  
  On the day of the appointment, YourMechanic arrived with all the proper tools to get the customers service completed.  However, the customers vehicle had an issue with the alternator that would prevent the safe, correct, operation, or otherwise sufficient installation of the serpentine belt.  As such, the appointment had to be canceled due to this undisclosed, pre-existing condition by the customer.
  
  Per the terms of service the customer agreed to when booking the appointment, a cancellation fee is applicable.
  
  Here is the direct excerpt from the terms and conditions relevant to this concern (full terms can be found at ********************************************************):
  
  There may be instances where, after a Technician has arrived at your location, the Technician finds that he or she is not able to successfully complete the Job, for reasons including, without limitation, that the Technician does not have access or permission to work on your vehicle at the location you provided, that the location is not fit for automotive services (e.g., unsafe location or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete (e.g. wrong vehicle information or vandalized car). In such instances, you may be charged a minimum fee or Late Cancellation Fee.
  
  The customer was charged the $150 late cancellation fee as agreed to when he booked the appointment with YourMechanic.  It should also be noted that when an appointment is cancelled and a cancellation fee is charged, YourMechanic generally provides a matching amount of credit on the customers account.  This was the case for this cancellation and the customer has $150 of ********************** cash on his account that is good for one year.
  
  The customer is responsible for the full payment and no refund or partial refund is due at this time.
  
  Best regards,
  YourMechanic
  
  

• Initial Complaint

  Date:07/06/2023

  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 called Your Mechanic to fix the ** in my sons 2014 Mustang. The guy refused to communicate with me by texting with number he gave me (which I still have) and would just text me to call him all the time - which was weird., ; he wouldnt just text me simple short professional questions and answers.. he insisted I Call Him. Anyway, he charged $150 for the diagnosis then said to fix the ** would cost over $700 PLUS the $150! I said, that was too much. He lowered it to some number but after the $150 diagnosis the total was: $680. The mechanic said a certain hose was broken (I have the exact name he said in an email actually), but he didnt have the part. So he came back and supposedly installed the part after @ 3 hours. I didnt check on him bc they say, just sit back and relax while we repair your car. My son drove the car for 3 days tops, before it was blowing hot air again. My son took it to another mechanic, who said, the broken hose Your Mechanic said they fixed was still a mess; that it had not been fixed. Obviously, Your Mechanic just put Freon in it! I paid them $680! I called them and asked for a refund and I told them they were criminals (first I tried to text the YM mechanic but he just said he could come out for another diagnosis at a charge of course!). When I hot on the phone with YM, about my warranty.. (LOL) they said, they would send a mechanic and it would be free - UNLESS it looked like what was wrong hadnt been their fault - THEN they would CHARGE me more money!!!! I couldnt believe it. Such a scam!!!! I am really angry that these people are in business! Im angry I paid them $680 and my son as of now is still driving with no ** in ******* summer 90 degree heat. I paid Your Mechanic $680 and now I dont have enough for the REAL repair. I want to be reimbursed $680.

  Business Response

  Date: 07/10/2023

  Hello,
  
  We can confirm we performed an ** refrigerant Discharge Hose for this account.  We take all potential warranty concerns very seriously. We know any issues with the ** can be a frustrating experience and empathize with the customer.
  
  All customers, before booking an appointment with us, agree to our terms and conditions and warranty terms.  Our full warranty terms outline the warranty process and can be found at yourmechanic.com/warranty.  If the customer declines to follow the originally-agreed-to warranty terms and declines to agree to a warranty inspection, we are unable to properly review the claim.  We have discussed this with the customer.  If the customer has any additional questions or concerns or otherwise would like to book a warranty inspection (under the terms outlined at yourmechanic.com/warranty), they are welcome to call us at *************. We would be happy to assist!
  
  Best regards,
  YourMechanic Service Team
  
  

• Initial Complaint

  Date:06/27/2023

  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 made an appointment for the mechanical to come to our house to change the o2 sensor and he did came but only a little glimpse under the car he said h the nut is rounded and he cant do nothing he has no tools bla bla bla..well, he does not look professional at all. What I want is 0 charge. Order number *******

  Business Response

  Date: 07/05/2023

  Hello,
  
  As the customer mentioned in the complaint, the bolt was rounded.  This information was not disclosed to YourMechanic when booking the appointment.  If it was, YourMechanic would have declined the booking.  The bolt was rounded by another partys failed repair attempt. An extraction service will be needed, which again, the customer neither booked nor informed us of.
  
  It is in the terms of service that YourMechanic will charge a diagnostic fee in these circumstances.  Here is a direct excerpt from the terms:  If the Technician determines that your car requires services other than the ******* Services you specified in your original Job Request or that the Technician is not able to perform such work, you may be charged a separate diagnosis fee.  These terms must be agreed by call customers before booking an appointment with YourMechanic and can otherwise be found 24/7 on our website at ********************************************************.
  
   The customer is responsible for the full payment of service and no refund or partial refund is due at this time. Important note - the customer chose to dispute the charge.  We will accept whatever the card issuer adjudicates.
  
  Best regards,
  YourMechanic 
  
  

• Initial Complaint

  Date:06/27/2023

  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.

  date of the transaction: 6/26/23 amount of money paid: ****** what the business committed to provide battery replacement and inspection the nature of the dispute aux battery malfunction light came on right after mechanic left has the business tried to resolve problem no they said if they come out i will have to pay if they find the issue is not related to the work they did they required a credit card be placed on file before they sent someone out account/order tracking # *******

  Business Response

  Date: 06/30/2023

  Hello,
  
  On 6/24/2023, the customer contacted ********************** and booked and authorized an appointment for a battery replacement on a 2018 ************* GLA250 L4-2.0L Turbo. The requested service was completed on 6/29/2023 for the quoted price of $438.59. The requested service does not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue. Immediately after booking the appointment, the customer was emailed written confirmation of the appointment outlining the service requested, appointment details, quoted price, and payment terms. The payment terms of service are publicly displayed on the yourmechanic.com website. The terms explains that at the time of scheduling a job or service, payment is authorized by the customer to be processed on the preferred payment method provided. All charges are final and paid by the customer. Payments are due immediately after completing the requested service or upon cancellation of the appointment requested (if canceled within 48 hours of the appointment start time) after completing the booking process. 
  
  On the day of the appointment, YourMechanic arrived with all the proper tools to get the customers service completed. YourMechanic replaced the battery per the customers request. There were no reported issues that prevented the services from being completed. This information was relayed to the customer so they can be aware of the vehicles conditions. YourMechanic performed a courtesy 50 point visual inspection for the overall general maintenance of the vehicle. YourMechanic thoroughly documented the service and detailed information can be found in the inspection report. The customer was sent a receipt and a copy of the service report. 
  
  YourMechanic completed the requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer. 
  
  ********************** services do carry our limited ****** mile / 12 month warranty.  The customer agreed to the warranty policies and process before booking the appointment.  A warranty inspection comes with terms that there may or may not be a charge (a one hour inspection charge) depending on the findings. If there is a materials or workmanship defect we will, at our option and at no additional cost to you: (i) engage a Technician without charge to you to perform remedial service work or replace defective part(s) installed in connection with the ******* Services; or (ii) refund any amount actually paid by you to us for the ******* Services. (Note that any discounts or promotions you applied towards payment of the ******* Services will not count as amounts you paid for purposes of any refund under this Limited Warranty.) However, If the Technician determines that the claimed defect is not the result of a defect in materials or workmanship of the ******* Services, you will be charged for one hour of labor fees.
  
  The customer is responsible for the full payment and no refund or partial refund is due at this time. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20243364
  
  I am rejecting this response because: the response is inaccurate and does not address the fact that after replacing the battery I received a service warning regarding the battery as indicated in the picture. It states Aux Battery Malfunction. The mechanic did not perform an inspection, he told me so. The issue is that after receiving work on my car I now have an error message about a malfunction. I wanted a mechanic to come out to make sure the work was done correctly and fix the problem, but they want me to give them a credit card. They also said that it may not be related to the services performed. I don't trust that they will correct the problem. It is obvious to me that the mechanic did something wrong that is now causing me to get a battery malfunction error. I want the problem fixed.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/23/2023

  Type:Product 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 paid for services that were not rendered and feel that these services should be completed without being charged a 2nd time.

  Business Response

  Date: 06/26/2023

  Hello,
  
  We did receive the customers claim and we take the claim seriously.  We have tried calling the customer approximately seven times, at the number they have on file with us, to start the warranty process.  We have left multiple voicemails as well.  
  
  The first step of the warranty process is to set up a warranty inspection.  You can find the full warranty terms that the customer, and all customers agree to, when they book an appointment with YourMechanic at yourmechanic.com/warranty.
  
  We always aim to resolve claims fairly and in a reasonable time frame.  We encourage the customer to call us back and book a warranty inspection with with the typical warranty inspections terms as outlined at yourmechanic.com/warranty.
  
  Best regards,
  
  YourMechanic Service Team
  
  

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20229219
  
  I am rejecting this response because:
  This is not a warranty issue. This is an issue of services not being completed correctly as you were paid to do. I should not need to now pay for another inspection and infact, I absolutely will not. It is your job to make sure that your mechanics actually do the job they're being paid to do and with that comes safety as well. Do what you were paid to do.
  Sincerely,
  
  *************************

  Business Response

  Date: 07/10/2023

  
  Hello,
  
  As previously stated, we did receive the claim and take all claims previously.  When a customer books an appointment with **********************, they agree to the warranty terms and general terms of service.  The warranty process is transparent, provided upfront before an appointment is booked, and is a reasonable process by industry standards.  The terms of the inspection is there may or may not be a charge depending on the findings.  If there is a valid warranty concern found on the inspection, there will be no charge.  If there is an unrelated issue causing the concern/symptom in the vehicle, a one hour charge (inspection charge) will be applied.  We have tried calling at least seven times to discuss the warranty and warranty terms with the customer and left several voicemails.
  
  Please see yourmechanic.com/warranty for full warranty terms, if needed. 
  
  Again, we always aim to resolve claims fairly and in a reasonable time frame.  We encourage the customer to call us back and book a warranty inspection with with the typical warranty inspections terms as outlined at yourmechanic.com/warranty.
  
  Best regards,
  
  YourMechanic Service Team

• Initial Complaint

  Date:06/22/2023

  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 this company come out to my home on 06/13/2023 to replace my catalytic converter. I was thinking my car was fix until today. I did have my check engine light came on with 4 hours of driving my car. so, I made another appointment on 06/22/2023. I made my purchase for the part. Come to find out the mechanic told me the other mechanic mess up my car. he said he put in the converter was wrong place in my car which cause thread to mess ** in the catalytic converter. When I call the company they would not give me the it up to manager. however no one have call me about my car and they charge me a fee without fix or replace my catalytic converter and the sensor. No, my car need to be fix and replace the parts. Still no one have reach out to me . Also, the customer service Emmaneul was so rude!!!!

  Business Response

  Date: 06/29/2023

  Hello,
  
  We apologize for the delay in response.
  
  On 6/6/2023, the customer booked an appointment with ********************** for a catalytic converter replacement on a 2016 Kia **** L4-1.6L. The requested service was completed on 6/13/2023 for the quoted price of $271.25. While booking the appointment, the customer opted to provide their own parts to the service. In doing this, the customer agreed that the warranty for their service would be voided completely. It is not guaranteed that the parts provided by the customer are correct and a confirmed match for the vehicle.
  
  See ********************************************* for full warranty terms.
  See ******************************************************** for full terms of service.
  
  As of writing this response, no liability for YourMechanic has been proven, nor was it concluded that there were any workmanship faults. We tried to review the claim in good faith with the customer and still keep in alignment with the *** and processes.  Ultimately, the customer chose to dispute the appointment charge.  We will accept whatever the customers card institution adjudicates. 
  
  Best regards,
  YourMechanic Team