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:06/20/2023

  Type:Billing 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 hired YourMechanic to put a radiator fan in my 2014 pathfinder. They put in the wrong fan that was after market. The price went from $177 to $285 to $385. They charge me additional $385 to correct their mistake. The mechanic ***** knew it was the wrong part but didnt correct the issue. I should not have been charged for their mistake. This is horrible business practices.

  Business Response

  Date: 06/26/2023

  Hello,

  The customer was provided two options in relation to the cooling fan.  We offered to refund the original cooling fan service we provided on 5/9/2023.  We also offered to install an OEM, straight-from the dealership fan (which is an upgrade from the original part), with the customer only paying the difference between between the original part and the upgraded one.  The customer choose the second option.
  
  The customer is responsible for the full payment and no refund or partial refund is due at this time. 

  Best regards,

  YourMechanic Service Team

• Initial Complaint

  Date:06/15/2023

  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 utilized yourmechanic.com for an oil change service on Thursday June 8th. The car started leaking oil & was disabled due to the lack of oil pressure in the engine. I have been trying to follow up with the company for fixing it on the warrany but the keeps rescheduling the service because of the technician not being showing up. I have been using alternative services for my commute all this time due to the poor service provided by the company

  Business Response

  Date: 06/23/2023

  Hello,

  We apologize for the delay in response. YourMechanic changed the oil again, under warranty, for this customer on 6/15/2023.  As it was covered under warranty, it was done at no cost to the customer.
  
  Best regards,
  **********************

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20189943
  
  I am rejecting this response because: I incurred loss of money & time due to the delay of one week between the first repair & the warranty fix. This is a standard example of poor customer service. 
  
  Sincerely,
  
  **************************************************

• Initial Complaint

  Date:06/14/2023

  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.

  On May 18th, I acquired the service of yourmechanic.com to change the thermostat in my Jeep. I prepaid $246.31 through their website to send a mechanic. When the mechanic arrived and after speaking to the mechanic, I cancelled the service. The mechanic himself called the office to cancel for me because we felt changing the thermostat was not the right thing to do. Over the phone, they told me that they would charge me a $50 cancellation fee and refund me the balance and that I could use the $50 towards future service. On their website it did say there is a $75 cancellation fee but over the phone and via email, attached, they said a $50 fee. I never received my balance refund of $196.31 so on May 31st I enquired about my refund and something told me to go to their terms of cancellation page on their website and print it out because I felt there was going to be a problem so I did that, which is attached to this complaint. An hour later I checked back and their terms of cancellation was changed on their website and it now stated that there was no refund, that amount paid will go towards future service. So on June 1st, they send me an email stating that I now have a balance of $246.31 towards future service so they completely changed their policy on their website to not give me my refund. I emailed them back to show them that I knew they were going to that and I had already printed all the documents and their terms of cancellation that was on their website a few hours ago. So after that they said they would refund me my $196.31. That was on June 2nd and I still have not received my refund. My mistake was not looking up their reviews first, on BBB and Yelp. They have received all 1 star reviews on both sites. I've never seen this before with any company but it shows that this company is a complete scam and don't know how to treat their customers and are just out to get over on people. They really need to be taken out of business.

  Business Response

  Date: 06/15/2023

  Hello,
  
  After booking the appointment, the customer opted into the locked-in discount promotion.*  Opting into this promotion is 100% voluntary and is in no-way required to keep or book an appointment with YourMechanic.  The terms of the promotion is that if the customer opts into the promotion, they will receive a discount if they prepay for the appointment. They also agree to receive a credit on the account (in lieu of refunding the original payment method), in the event the appointment is canceled.
  
  The appointment was ultimately canceled as the customer booked the wrong vehicle information and this was not discovered until our mechanic arrived at the appointment .  As agreed to, the prepaid amount was refunded as credit onto the account immediately upon cancellation. 
  
  Although we were not obligated in any way to process a refund of the prepaid amount, YourMechanic agreed to.  We processed a refund of $196.31 on 6/2/2023.  The only remaining amount not refunded, $50, is a valid cancellation fee.
  
  If the customer has not received the funds back on their card/bank account, we suggest the customer contact their bank. Upon reading this review, we took the extra step to confirm the refund was processed with our credit processes and we have an Acquirer Reference Number (***) to confirm and prove the refund was processed.  If the consents in his response, we can provide the *** in our follow up response.
  
  Best regards,
  YourMechanic
  
  
  *Here are the exact terms the customer agreed to when opting into the locked-in discount promotion (full terms available at www.yourmechanic.com/terms-and-condition):
  
  Locked-In Booking Discount
  
  If the customer elects the following locked-in booking discount upon booking their appointment, the customer will be subject to the following terms and conditions:
  
  If the customer chooses to reschedule their appointment 48 hours or more in advance of their appointment start time, the locked-in booking discount will be invalidated and the discount amount will be charged to the customer immediately.
  
  If the customer chooses to reschedule their appointment within 48 hours prior of their appointment start time, the locked-in booking discount will be invalidated and the discount amount plus the rescheduling fee will be charged to the customer immediately.
  
  Any subsequent rescheduling of the appointment by the customer that is within ***************************************************** a rescheduling fee of $25 charged immediately to the customer.
  
  If the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $50 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurred.
  

  Customer Answer

  Date: 07/19/2023

  They responded saying they sent a refund, which they did not. They are going to say that my bank received it but probably did not process, which is what they stated to me previously and to give the bank 5 to 7 days to process the refund but every other refund I've gotten from a business is processed within 24 to 48 hours. It has now been over a month since they sent the refund. I had sent with my complaint, attachments how they told me they would refund and evidence that they changed their refund policy on their website as I was communicating with them. This company is so scammish, I knew they were going to change their policy so I printed it from their website before they did it to show how crooked this company is. If you look at their reviews on BBB.org and yelp, you can see that this company average a 1 star rating on their customer service. This company's doors need to be shut. They are scammers.

   

  Their address that is listed on your website is: ************ *************************************-7099

   

  I don't know if there is anything else I can do but if you need anything else with this matter, please let me know and I can also be reached at ************ but this company needs to be really looked into. I have never come across a company with this many reviews and a 1 star average rating. That says a lot about their customer service and how they are getting over on people. I attached the complaint that I filed on June 14th. I said the 19th in the previous email but it was the 14th. Thanks.

   

  Best,

   

  *******

  Business Response

  Date: 08/01/2023

  Hello,
  
  YourMechanic absolutely provided a refund of $196.31.  The refund was processed on 6/2/2023.  YourMechanic took ************** to check with our credit processor to confirm both that it was processed and that we received an Acquirer Reference Number (often referred to as an ***).  An *** is a unique number assigned to a card transaction as it moves through the payment flow. A customer can then take the *** to their bank, which can provide more information about when the refund will be available. 
  
  We cannot provide the *** in this BBB response, for privacy purposes. However, the customer can call in to receive it.  Our customer service number is **************.
  
  If the customer responds here that he consents for us to provide the *** in this public, BBB forum, we will post it in our next reply (if needed/requested).
  
  Periodically, our terms do change. However, it would be a near impossibility to update the code on our website in response to a customer in real time.  Coding and updates require product team intervention and work. It is completely separate from our interactions with our customer service team. As stated previously, the customer was refunded in full, minus a $50 cancellation fee.  Our terms did update after the customer booked to reflect a $75 cancellation fee.  As the customer booked when the cancellation fee was $50, he was charged a $50 cancellation fee in accordance with the terms he agreed to at the time.  This is supported in the documentation he sent in with the BBB complaint.
  
  Best regards,
  YourMechanic

• Initial Complaint

  Date:06/14/2023

  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.

  I had requested work from yourmechanic.com while I was in ** on vacation. I heard a squeaking coming from my front brakes so since I was on vacation, I was pressed for time and convenience. On March 28, 2023 a you mechanic representative came to the location where I was temporarily staying and performed the front brake service. After he installed the new brake pads, he informed me that I didn't really need new brakes at all. I noticed that he was taking longer than usual to finish the task and I asked him what was the problem? He replied that the brake system was showing several error codes and he didn't have the equipment of knowledge to clear the error codes. This rendered my 2019 Sierra ****** inoperable. I immediately called the your mechanic office and advised them of the situation. I was advised that they would send a supervisor out on March 30 to remedy the problem. I waited all day on March 30 and no one from the company responded or called. So, I called them again and asked what happened to their supervising mechanic. They couldn't reach him and there were no other options offered by them. So, I had to have my truck towed to the nearest GMC dealer and repaired. The cost of the repairs totaled $345.43. The dealer noted the brake error and I wad advised that there is a procedure that must be followed by anyone performing a brake repair job on my type of vehicle. The dealer noted code C05B0 which is a generic brake code error simply because the vehicle wasn't placed in service mode and the system drained. I paid the dealer and immediately notified your mechanic, which I was referred to speak with ******* (no last name was ever given) who said that he was from the warranty department. I emailed him all of the relative documents and he subsequently replied stating that the "warranty" was voided once I took my vehicle to the dealer for repair. I was asking to be re-imbursed for the $345.43 for the dealer along with the $186.00 I paid the you mechanic service for labor. I have been very patient to this point and they have not compensated me in anyway. I think that this is a reasonable settlement to ask for, taking the extreme inconvenience I was subjected to. Your mechanic company has not been honest and forthcoming with any part of this procedure. This is why I am asking for your assistance in seeking satisfaction . Thank you in advance for your cooperation and consideration with this matter. If you require any further information, please feel free to contact me at ************

  Business Response

  Date: 06/15/2023

  Hello,
  
  On 3/20/2023, the customer contacted ********************** and booked and authorized an appointment for a front brake pads replacement on a 2019 GMC ****** **** V8-5.3L. The requested service was completed on 3/28/2023 for $302.24. 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. 
  
  We later received the customers possible warranty claim and the documentation sent in from the dealership.  The dealership documentation did not outline any liability for YourMechanic and/or the work we performed.
  
  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.
  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20186070
  
  I am rejecting this response because:
  The error problem was non existent prior to the work performed by the your mechanic representative.  Prior to this work being done, my brakes were only squeaking, no error codes were ever displayed on the dashboard.  Your mechanic was given every opportunity to correct and/or rectify this situation which rendered my vehicle inoperable.  It should be noted that I contacted them every step of this occurrence and prior to having my vehicle towed to the dealer, I was never given any other  option.  It is blatant that the your mechanic representative did not follow the proper procedure, or possess the knowledge and equipment to effectively perform this brake service which prompted the error codes.  Their response to this complaint is unethical and dishonest.   If you require any further documentation on my behalf please contact me at ************.  Thank you 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service 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.

  This started on Sunday June 4, 2023. I have an account with **********************. So I pay them monthly. I am supposed to have oil changes tire rotation and 50 point check done to my vehicle included in my membership. They are unable to get a mechanic for me. I also cannot get a supervisor to even talk to me. They always say they are gonna call me back and never do. I have called multiple times with no resolution.

  Business Response

  Date: 06/14/2023

  Hello,

  Can the customer please confirm if the name and email match the name and email on the file with YourMechanic?  Before we can move forward with a response and/or resolution, we need to confirm the account.

  Best regards,
  YourMechanic
  

  Customer Answer

  Date: 07/21/2023

  In July 21st I called to try to get a mechanic to look at my truck. First they tell me they can't get a mechanic to my house. Then they tell me it's not covered. I was sold a package with a $100 deductible on some repairs. They now tell me that doesn't exist. The package was also supposed to include a mechanic diagnosing my problem. They tell me that doesn't exist. I was sold services that they tell me now don't exist. I was lied to multiple times to get me to sign up.

  Desired Resolution: Refund

  Business Response

  Date: 07/28/2023

  Hello,
  
  Thank you for reaching out to YourMechanic. We could not find an account that matches the name and email address provided.  Please provide the name and email address that is on the account.
  
  Best regards,
  YourMechanic Team
  **************
  

• Initial Complaint

  Date:06/09/2023

  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.

  Car maintenance plan was prepaid for $1000 as an add-on when my car was refinanced and I was unaware than yourmechanics service were not available in the area when I live so called and asked for a refund because no services can be rendered and was told by customer service that there was no way for me to speak with the refund department and that the situation was out of their hands with no further explanation of how I would be refunded.

  Business Response

  Date: 06/14/2023

  Hello,

  
  We can confirm, the customer was outside our standard service area.  However, YourMechanic provided an out-of-area mechanic to fulfill the first appointment of the prepaid maintenance plan approximately one week ago.  We aim to fulfill all remaining services in a similar fashion as well.
  
  Warm regards,
  YourMechanic Team
  

  
  

• Initial Complaint

  Date:06/01/2023

  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 to have my crank pulley replaced, I removed the front bumper thinking it would make things easier for the mechanic, mechanic shows up 2.5 hours early, gets out looks at the car and tells me he cant work on it because the bumper is off. After that Im expecting a refund because no services had been completed and no valid reason as to why he would not perform the job, now your mechanic wants to charge me a ****** cancellation fee for the mechanic refusing to do the work. This is a complete rip off and if there is criteria your vehicles needs to meet to be worked that should be discussed upfront and not before being charged whats to stop every mechanic from showing up and refusing to work on cars and still get paid the entire job was a ****** why would the cancellation be the same price and in terms of use its a ***** charge for me to cancel or reschedule. This place is a scam consumer beware

  Business Response

  Date: 06/07/2023

  Hello,
  
  As the customer stated, unfortunately, the car was in a state of disassembly.  We cannot and do not work behind another part or on a car that is a part (in varying capacities). We were not informed in advance of the appointment of this condition.  If so, we would have declined the appointment.
  
  The terms of service the customer agreed to relays that a cancellation fee will be charged in such instances.  Here is an exact excerpt of the terms:
  
  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., hill or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete. In such instances, you may be charged a minimum fee or cancellation fee.
  
  Full terms can be found at yourmechanic.com.
  
  The customer spoke to one of our supervisors recently.   The supervisor agreed to, for customer satisfaction services, refund half of the cancellation fee charged.  $75 was refunded on 6/1/2023.
  
  Best regards,
  YourMechanic Service Team
  
  

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service 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 scheduled an appointment to resolve a CV Axle. The mechanic arrived and was sent away by my apartment complex due to them not allowing outside repairs to be done on their property. Now yourmechanic.com is charging me $150 stating that the customer cancelled the appointment. I did not cancel the appointment, nor was I aware that my complex would not allow repairs, nor was i warned by yourmechanic.com that this would be the situation if booking in an apartment complex. I am unwilling to pay $150 for a service I did not receive. This company blames the customer for a situation that is out of their control and steals their money without any service being completed.

  Business Response

  Date: 06/07/2023

  Hello,

  As the customer stated, unfortunately, the mechanic was turned away by the manager of the complex.  This is the location/complex the customer chose to book the appointment at.  It is the customers responsibility, when booking an appointment with YourMechanic, to choose a safe and suitable location.  This information is in the terms of service all customers agree to before booking a service with YourMechanic and is otherwise available on our website at yourmechanic.com.  
  
  Here is an exact excerpt of the relevant terms: 
  
  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., hill or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete. In such instances, you may be charged a minimum fee or cancellation fee. 

  
  Best regards,
  YourMechanic

  
  

• Initial Complaint

  Date:05/26/2023

  Type:Sales and Advertising 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.

  Today on Friday May 26th 2023 I signed up with my mechanic/wrench. I wanted to get a quote on getting my spark plugs changed. I used the company before they merged together last year and I purchased my own parts, My total was reduced due to the fact I supplied my own parts and I was only charged for labor. A mechanic came to my house and did a great job.However today I was very frustrated when my quote stated that labor was $240 and parts were $64 plus tax. That labor price sounded reasonable to me especially because I already had my parts. You have an option to provide your own parts. I selected that option. Anyone with a basic grasp of addition and subtraction would deduce that labor would remain $240 and the $64 that would be charged for parts would disappear if you're supplying your own parts. Oh but no not with this crooked company.When I went to enter my credit card information I saw that my quote changed from being $240 in labor with me providing the parts to $300 in labor with no credit for the parts that I would be supplying. $300 in labor and zero in parts. The company just made labor higher without any explanation whatsoever. I spoke with four different people and they told me that there was nothing they could do about it. That the only reason the labor went up is because they give a deal if you buy their parts. It makes no sense. I am fuming I have wasted 2 hours of my time and I've been talked to like I'm an idiot. I've uploaded a screenshot of my quote end a screenshot of the final price they wanted to charge me after I opted to supply my own parts. So in a nutshell these crooked individuals do not honor their quotes. There was no disclaimer saying if you choose not to use our parts we will exponentially increase our labor charges. When I am providing my parts there is no reason that the labor should go up to $300. This is a total rip off. I should have been charged $240 in labor because that is what they quoted me and I'm supplying my own parts. This is what my quote states how dare they change it after a customer hits the submit button. This is criminal. I strongly suggest that you do not use this company. I'm a widow raising two children I need every ***** I can get and the fact they would not even acknowledge that this is messed up has me incensed. I've included screenshots. One is of the original quote that includes parts and labor and gives you the option to provide all parts. The second is after I selected that I would provide all parts you can see the labor went up to $300 and I received no credit at all for the parts that I would be supplying. Disgusting. The company does not care. They told me they could understand that I was upset but there's nothing that could do about it. It's like if you go to the gas station and there is a sign advertising gas for sale at a certain price but when you start pumping it you notice that it's more than it's been advertised for! This is complete BS.

  Business Response

  Date: 06/05/2023

  Hello,
  
  YourMechanic has reviewed the complaint. The costs of services YourMechanic offers can vary depending on the vehicle, type of service, and the parts. When quoting a service there is a price difference when someone provides their own parts versus YourMechanic providing the parts. Cost wise it can be more adventageous to provide your own parts for the repair, but that's not always the case. YourMechanic is always transparent with the cost of services and is competitive with the prices at other shops.
  
  If ************************* still needs repairs or maintenance completed on their car, YourMechanic would be happy to discuss pricing and scheduling with them. They can contact YourMechanic by phone at ************ or email at ***************************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:05/11/2023

  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.

  Horrible experience - too many thing off to list them all The mechanic never showed on the first appointment and I was never contacted. I had to call the company and find out he was not coming after waiting an hour. The reschedule he was late (an hour) and could not get the parts to install into my vehicle. He was supposed to do brakes and rotors, with new brake pads and rotors, flush all brake line, install a valve cover replacement and install an evap emissions cannister. Since he could not get the evap cannister, the part and the labor should have been deducted from my bill. The issue is the mechanic does not handle the pricing, so any changes to your bill/pricing/services that you discuss with the mechanic are changed by the company and they do not wait for ANY authorization or approval from the customer before they just charge you , since they have you credit card. The evap cannister was a $300 part, however after the removal of that service my bill went from $1142 down to only ~$900, which means they only removed the part and NOT ANY of the labor to install the cannister. My brakes/rotors service labor mysteriously changed from ~$347 to $693 in one minute and my bill was $900. I was on the phone with customer service for over an hour off an and off as I was hung up on. The agent could not understand or see my ORIGINAL quote since once they change your services, they remove any previous quotes (horrible way to do business). The agent ran up a new quote with their online system and the price for brakes/rotors break down was $347 and he added the valve cover replacement and brake flush and it came up to ~$600. The agent could not explain why my new bill was so much higher that what the new quote was since the mechanic had not even started on the brakes/rotors yet. The agent said he would call me back and hung up. I told the mechanic to not do anything to the rest of my car and I was not going to use them for the brakes/rotors as the dealership is cheaper than $647. I let him finish the valve cover replacement since he already started that. The company then called me and the mechanic as well. I did not answer the company as I had a work meeting to attend and was already very upset. The mechanic stated if I would accept the charges (`$900) he would INCLUDE the installation of the evap emissions cannister on a later date of 5/15/23 at a $0 dollar cost to me and I would just have to buy the part on my own. I told him if he can put that in writing then I would accept the $900 charge for the installation AND parts of: new valve cove replacement, new REAR brake pads, REAR new rotors, brake fluid and then also the installation of: evap emissions cannister. He set up at date of 5/15/23 at 11:00 am EST and it was $0 charged to me with the service of the evap emiss. canister installation, so I agreed to that pricing/service. Around 5:10 pm the mechanic stated he was finished and I went to inspect. This is where he notified me that he was unable to put on new rotors rear and only put on brake pads instead. I was not happy, as I again was NOT informed of this until he was through. He said the car should be fine and it really did not need rotors anyways. I asked if they would adjust my bill and he said "yes, they will take it off". I then proceeded to move my vehicle and when I started to drive my brake light came. I told him this. He lifted my hood and I do not know what he did but he took a tool and did something to the wire under my hood (it looked like he cut or disconnected something.) My brakes felt NO different and still very "mushy". I had to push my brake pedal very hard for them to work. I went inside to view my bill and saw I was charged $793. I was upset and called the company and they argued that that was the bill. I stated I did not get new rotors and was still charged for them, only $100 was removed and that I was not paying that much for just brake pads and a valve cover replacement. The brake lines were not properly flushed and my brake line light even came back on when he was done. I honestly was too worn out to argue any further and ended the call. The agent called me back later and informed me that the mechanic is canceling the 5/15/23 appointment and I would have to hire one of their other mechanics and I would be charged for the evap emissions cannister installation. This is when I really became irate and informed then that I told them it is fraudulent to keep changing prices that the customer does not agree to when services are changed and the ONLY reason I agreed to any of the pricing changes was because it would include the installation of a part (which I still have to buy and pay for and I get NO warranty on) and $0. Now the mechanic is canceling that agreement and I am left paying $793 for rear brake pads. I asked the agent to escalate this case and he said a manager would call me back. A manager (******************** believe) called me the next day and tried to bring down the price by $200. I also advised that the mechanic canceled the agreement to install the evap emissions canister and I am left paying for labor of all these things that were never done. She apologized. I refused the "discount" and said I will dispute w/my credit card as I do not trust the brake lines were flushed or anything with them at this point and feel since my brake light went on AFTER he was finished, I am concerned he may have disabled or disconnected my brake sensor. I also advised that I will be taking my car to dealership and let them evaluate the safety and efficiency of what was and not done to my car since I was just there 2 weeks ago. The call ended as she said she could not help me since I was disputing. I confirmed they received my payment.

  Business Response

  Date: 05/19/2023

  Hello,
  
  YourMechanic has reviewed the complaint from ***********************. YourMechanic was originally scheduled to work on *************************** vehicle on May 1, 2023. YourMechanic's quote for all the combined services totaled $1,142.81 which was approved by ***********************. Because not all of the parts were available, YourMechanic had to ask *********************** to reschedule their appointment to May 8, 2023. *********************** was provided a $50.00 discount after they rescheduled their appointment.
  
  Customers are always informed of price increases and YourMechanic will receive permission from customers before proceeding. YourMechanic was not able to provide the evaporative emission control canister and removed the repair from the list of services. This reduced the total cost to $602.17. 
  
  After the technician arrived on site, they performed a brake fluid flush which increased the price to $900.07. *********************** disagreed with the price increase and escalated the concern. YourMechanic offered to provide a $100.00 discount on the brake flush, but the discount was declined. The technician working on *************************** vehicle confirmed there was a verbal agreement on the price increase. 
  
  Since the technician did not see a need for the rear brake rotors, they were removed from the service order, but the rear brake pads were installed. This reduced the cost to $793.90 for all the repairs. 
  
  YourMechanic was unable to obtain the evaporative emission control canister in time for the repair, but offered to install it if *********************** was able to obtain it. The brake flush YourMechanic had performed already included extra labor time for installing the evaporative emission control canister. *********************** was made aware of this and YourMechanic scheduled an appointment with them to install the part. 
  
  The technician who offered to install the evaporative emission control canister declined to install the part after receiving criticism online. YourMechanic contacted *********************** to offer compensation, but the compensation was not accepted. *********************** informed YourMechanic that they would be disputing the charge for the services.
  
  YourMechanic will not issue a full refund for the services, but would be happy to discuss partial compensation with *********************** after their dispute has been reviewed and processed. They may contact YourMechanic by phone at ************ or email at ***************************.
  
  Thank you,
  YourMechanic

  Business Response

  Date: 06/04/2023

  Hello,
  
  YourMechanic has reviewed the rebuttal and stands by the original statement. YourMechanic is open to working with ***********************. However, since *********************** has disputed the charge, YourMechanic will not discuss compensation until the dispute has settled. After the dispute has settled, *********************** may contact YourMechanic by phone at ************ or by email at *************************** to discuss compensation.
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20046730
  
  I am rejecting this response because: I am not canceling anything UNTIL we are able to work out a fair price. When we agree on a fair price, I will cancel the dispute. It is the ONLY guarantee I have that you will not fully charge an unauthorized price again.  I have done everything I was supposed to do and your company has not done anything that they stated they would do.  

  I am NOT out to scam anyone or not pay for fair services rendered. Unfortunately, your company has not held the same standards or we would not be in this position. 

  
  Sincerely,
  
  ***********************