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:05/06/2023

  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.

  Contracted to remove and replace Two (2) Oxygen Sensors on my 2008 ****** I was quoted $220.00 for labor only (I provided the O2 Sensors) and service was scheduled.Mechanic arrived on time but was unable to remove the O2 Sensors due to "rust" on the sensors. After approximately 1/2 hour threw in the towel and left not installing either of the sensors. Went to another shop and they removed the sensors in about 2 hour after using penetrating liquids and heat to assist the removal. To the best of my knowledge neither was attempted by your mechanic.*************** charged $365.00 plus tax. I now understand My Mechanic will be charging me $50.00 more for their inability to do the job correctly, or at all. As of this writing my credit card is charged the $220.00 original quote and $50.00 fee for not doing the service correctly.I request a refund of the $220.00 contracted amount, $50.00 Fee, and the difference between the contract price and the local repair shop of $365.00 bill

  Business Response

  Date: 05/09/2023

  Hello,
  
  We can confirm YourMechanic was booked to replace oxygen sensors on this customers vehicle.  The job was quoted at approximately 1.1 hours of labor in accordance with standard labor guides (also known as book guides, manufacture guides, etc).
  
  ************ labor procedures does not include using heat, deep penetrating oils, etc.  The customer states the third-party shop had to use these procedures, thus confirming the vehicle had a preexisting condition with the oxygen sensors being rusted, seized, or otherwise in a condition that these advanced extraction procedures were needed.
  
  The only charge the customer incurred was the $50 cancellation fee due to this undisclosed, preexisting condition.  The customers card was temporarily preauthorized the original booking price at the start of the appointment.  The preauthorization hold was immediately released upon cancellation of the appointment by YourMechanic, however, depending on the customers card institution, it may take a several business days before they see the preauthorization hold drop on their side.

• Initial Complaint

  Date:05/03/2023

  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.

  On 3/2823 i schedule a mechanic service to be done on my vehicle, I was charged for a diagnostic $150 I was told by the mechanic that a bolt joint needed replacement, I paid cash $50 for the bolt joint replacement , I was told $50 of the diagnostic price was going towards repair but yet I paid $50 cash . Once the mechanic from your mechanic.com put in the new joint bolt I was told that it was ok to drive. The next day the car was wobbly and unstable on the road . I called Yourmechanic.com mechanic and the mechanic was very rude , came to meet me at the store parking lot as I didnt feel it was safe to drive it . ******** was upset and speed up the vehicle in the parking lot to test drive it , then I was told that it was the power steering and pinion that pronoun they mechanic could do it for $350 . At that point I called your mechanic.com to complain and I had to pay another $125 with $25 rebate ($150 price x diagnostic) to have another mechanic come look at it . The second mechanic told me that while replacing the bolt joint ******** was over extended and now needs replacement. I been calling Yourmechanic.com and for the past month they have failed to resolve my issue . My car is been parked over a month . ****** a supervisor called and left a vague message saying to call Yourmechanic.com to talk about the situation and give me a resolution but I call multiple times and every time I am told he is out of the office. My car is essential part of daily operations and it seating there as the supervisor despite multiple messages neglects to call me back. Their mechanic cause the damage and they should at least be liable for the repair. Thank you

  Business Response

  Date: 05/09/2023

  Hello,
  
  We can confirm YourMechanic was booked for an inspection service on this vehicle.  However, YourMechanic was not booked to replace the ball joint.  As stated, the customer paid cash directly to the mechanic.  YourMechanic is not liable for services performed off of our platform and/or made with alternative payment methods (cash payments).
  
  Our terms of service, which all customers agree to prior to booking an appointment with YourMechanic, states that customers agree not to make any alternative payment arrangement with the Technician who performs the Job.  See ******************************************************** for more terms.
  
  Additionally, our warranty terms states that there is no warranty coverage for Any work not scheduled and processed through the YourMechanic Platform, including any work performed by a Technician originally introduced to you through the YourMechanic Platform to the extent such work was not scheduled and processed through the YourMechanic Platform.  See ********************************************* for the full warranty terms.
  
  A customer service supervisor did call the customer and discuss this four days ago.
  
  

• Initial Complaint

  Date:04/25/2023

  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.

  Dear ***/*****, I am writing to express my extreme dissatisfaction with the services provided by yourMechanic. On April 4, 2023, my car had two water hoses, thermostat, water pump, and two heat hoses replaced. However, after the repairs, I have noticed that my car is not safe to drive. Despite spending $1700, my car still has issues, and I feel like I wasted my money. I trusted yourMechanic to repair my car, but the repairs have not been completed correctly. As a result, I am extremely disappointed with the level of service that I have received. Furthermore, I am extremely upset that yourMechanic is charging me an additional $150 to inspect my car again to see if the problem is on your end. I believe that this charge is unjustified, as it is your responsibility to ensure that ************ are completed correctly the first time around. In hindsight, I should have gone to the Dodge dealership, as I believe they would have provided me with better service and more reliable repairs. In conclusion, I am requesting that you take immediate action to rectify the situation. I urge you to refund the $1700 that I spent on the repairs and waive the $150 inspection fee. I believe that this is the only way to make amends for the poor service that I have received. I look forward to your prompt response and resolution of this matter. Sincerely, *************************

  Business Response

  Date: 04/28/2023

  As the customer has stated, they had the vehicle inspected elsewhere before having the repairs done by YourMechanic.  YourMechanic is not responsible for the quality, completeness, and/or correctness of another partys inspection.  The original requested service(s) the customer booked did not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue.
  
  
  Based off the vehicle symptoms after the original two repairs (water pump and radiator hose) were done, the technician believed there may be a head gasket issue.  This was noted on the customers service report.  
  
  
  Upon inspection of the parts YourMechanic installed, there was no fault found with either the installation or the parts themselves.  Ultimately, the customer was referred to take the vehicle back to the dealership for further inspection, as head gasket issues are not something we can fully address on a mobile mechanic platform.
  
  
  With the information we have available to us at this time, the customer is responsible for the full payment and no refund or partial refund is due at this time.
  
  
  For more information on your warranty policies and terms of service, please see ********************************************* and ********************************************************.

• Initial Complaint

  Date:04/25/2023

  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 was provided a quote of $254.94, including a $50 incentive, for work to be done on my vehicle. I accepted that quote and then after the job was completed, I was told that I would be charged an additional $83 because the quote was errant. No one contacted me about the change and then they changed my account to say that the change was approved at 12:05pm. I DID NOT approve anything. No one called me and the change was not made until after 2pm. When I contacted the business and explained what happened, the agent persisted that I would need to pay the additional monies. I did not book the work on an additional $83. I did not agree to that price at any time, not before, during or after the work was completed. I could have gotten it done locally by another mechanic for less than what I am now being asked to pay. I booked it based on the quote and the incentive, that should be honored. I asked for the call to be escalated and the agent told me he would do so and that someone would call me back shortly. That was over an hour ago. In checking my bank account, the pending charge is even showing the original quote of $254.94, so I am not sure what's going on here.

  Business Response

  Date: 04/28/2023

  We apologize for the inconvenience.  The appointment was charged at the original appointment price, $254.94.  This was adjusted the same day the issue arose.  We would attach the invoice, however, it would disclose the customers information, in violation of the BBB policies.
  
  
  We take this feedback seriously and continuously aim to improve.

• Initial Complaint

  Date:04/20/2023

  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.

  YourMechanic is not set up properly. There is a short list of mechanical issues that can be successfully fixed in one's driveway, and YourMechanic neither lists those or allows for communication between ******************* to resolve before the customer is charged a nonrefundable amount. I pre-paid $135 and received a very brief explanation from the late-arriving mechanic that I should take my van to the dealership. Instant $135 down the drain to which I will add the cost of repair at the dealership. YM knew in advance that I had a transmission leak and knew they wouldn't be able to fix it, but that is their business model: set a price that looks like the cost of repair, entice the customer to prepay with a $20 off offer, then pocket the money. A mobile mechanic sounds convenient, but this business is a rip-off.

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  At YourMechanic, we offer different types of services for different customers wants and needs.  In general, these break down into either inspections or part replacements/repairs.  The appointment booked was an inspection.  It does not include repairs. It does not advertise that it includes repairs. When booking the appointment, it states that it is an inspection. When the service is booked and the customer receives a confirmation email, it states that it is an inspection as well. Attached is a screenshot from the confirmation email for this appointment.  In alignment with BBB policy, we cannot post the full email as it would show the customers name and address.
  
  This diagnostic inspection does not include a repair as that would be a separate appointment to be booked and/or the repair recommendations are not guaranteed to be provided in a mobile environment. 
  
  The mechanic did inspect the vehicle, as requested.  He found the transmission bottom and side pans seeping.  The sealer needs to be renewed.  We do not provide this type of repair and the customer was advised to take the vehicle to a trusted local transmission shop or dealership for repairs.
  
  YourMechanic completed the requested diagnostic service and provided the next steps to take for the vehicle. The customer is aware that they are responsible for the full payment and no refund or partial refund is due at this time.
  
  To see more information on our inspection and payment terms, please see ********************************************************.
  
  

• Initial Complaint

  Date:04/20/2023

  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.

  On 04/15/2023 at approximately 2:00 pm i contacted yourmechanic.com which I found via ****** search, I was attempting to schedule a mobile mechanic appointment and after giving them my information they asked for my credit card or debit card to put on file for payment method charged AFTER services were completed I gave it to them and they immediately attempted to charge full amount luckily I have my cards setup in a manner that blocked there attempt when I received notice of there attempt I was still on the phone with them I questioned the representative and he immediately began to attempt to explain they were only trying to verify the cards validity,but that in fact was a lie because they were attempting to charge the entire amount agreed I declined there services and hung up the phone the phone number I called is ************* they called me back to try and apologize from phone number *************

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  At YourMechanic, we do not charge prior to service unless the customer uses a prepaid option.  These options include, but are not limited to, using a prepaid card (or a card that registers as prepaid with our credit processor), Apple Pay, or opting into our Locked-in Discount promotion.
  
  When a standard credit card is entered in to reserve an appointment, depending on the customers card institution, there may be a $1 preauthorization to ensure the card is valid, and that is released immediately.  Please note, preauthorizations are not a charge.
  
  While we are uncertain as to what happened in this circumstance, if there was any error by YourMechanic, we apologize.  As indicated in the review, we did try calling back to apologize the same day as well. 
  
  
  

• Initial Complaint

  Date:04/19/2023

  Type:Order 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 paid $368 for a mechanic to do work for me however I had to cancel due to my work schedule. I was told I was refunded when I was never actually refunded.

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  From what we can see, the customer booked three appointments.  
  
  One for a camshaft position sensor that was canceled by the customer.  The customer used a prepaid card method and was immediately refunded by YourMechanic upon cancellation.  Depending on the card institution, it may take approximately **** business days before the customers bank/card institution processes the funds back to them. Amount refunded: $271.25.
  
  The second appointment was for a battery and camshaft position sensor replacement and it was also canceled by the customer.  The customer used a prepaid card method and was immediately refunded by YourMechanic upon cancellation.  Depending on the card institution, it may take approximately **** business days before the customers bank/card institution processes the funds back to them. Amount refunded: $368.12.
  
  The third appointment was also to replace a battery and camshaft position sensor replacement (with customer provided parts) and it was successfully completed on 4/22/2023.  Full payment ($368.12) was made and charged as appropriate.
  
  All appropriate refunds on this account have been processed.
  
  

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  From what we can see, the customer booked three appointments.  
  
  One for a camshaft position sensor that was canceled by the customer.  The customer used a prepaid card method and was immediately refunded by YourMechanic upon cancellation.  Depending on the card institution, it may take approximately **** business days before the customers bank/card institution processes the funds back to them. Amount refunded: $271.25.
  
  The second appointment was for a battery and camshaft position sensor replacement and it was also canceled by the customer.  The customer used a prepaid card method and was immediately refunded by YourMechanic upon cancellation.  Depending on the card institution, it may take approximately **** business days before the customers bank/card institution processes the funds back to them. Amount refunded: $368.12.
  
  The third appointment was also to replace a battery and camshaft position sensor replacement (with customer provided parts) and it was successfully completed on 4/22/2023.  Full payment ($368.12) was made and charged as appropriate.
  
  All appropriate refunds on this account have been processed.
  
  

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2023

  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 paid for a diagnostic, got the recommended service & the issue is still not fixed. They also recommended other services, got those services & the issue is STILL not fixed. Now they want me to pay for ANOTHER diagnosis.

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  The reality of car repair is that more than one inspection or more than one repair may be needed to completely identify and fix any one symptom in the vehicle.  We state this in our terms of service as well.  See ******************************************************** for more information, if needed.
  
  Ultimately, YourMechanic provided the second inspection for free.  We also replaced the power steering pump in this vehicle as well, under warranty, despite the power steering pump being out of the 12 month warranty period. 
  
  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19927321
  
  I am rejecting this response because: More than one inspection may be required but if the mechanic doesnt provide the correct diagnosis, why does the customer have to keep paying for the inspection? That sounds like a scam & money grab.
  
  Furthermore, the power steering pump was replaced because the first one put on by the mechanic was leaking. That wasnt a favor to me as it was replaced WITHIN the 12 months which means it was still under warranty.Check the dates.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/05/2023

  Hello,

  
  We called the customer today, 5/5/2023, and left a voicemail. We hope to speak to the customer soon and bring things to a positive resolution.
  

  
  

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19927321
  
  I am rejecting this response because: I checked my call log & I do not have a missed call or voicemail regarding this matter.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/15/2023

  Hello,
  
  The last message was sent in error. We apologize for this, any errors in communication, and any confusion this may have caused.
  
  To the customers question More than one inspection may be required but if the mechanic doesnt provide the correct diagnosis, why does the customer have to keep paying for the inspection? That sounds like a scam & money grab.
  
  We state up front and clearly in our terms of service.  that more than inspection may be needed. It is the reality of car repair.  For instances, if a system is leaking in multiple places, sometimes you can only identify the main first, repair, and then identify smaller leaks.
  
  Here is a direct excerpt from the terms the customer agreed to when booking an appointment:
  
  Inspection or Diagnosis Work
  
  
  We do not provide inspections that are equivalent to state inspections or SMOG inspections. Obtaining any inspection through the YourMechanic Platform does not indicate that your vehicle would pass a state inspection or a SMOG inspection.
  
  
  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.
  
  
  After receiving a diagnosis, you may request subsequent repair work recommended based on the diagnosis. You agree that our Limited *************;applies only to such repair work, not to the completeness of the diagnosis or to any problems that you may be experiencing with your car (other than a problem with the replaced part itself). For example, if your car has an oil leak, the leak may be coming from two or three different places in your engine. The Technician may recommend replacing the part responsible for the most obvious source of the leak, and then recheck the car to see if there are other components that are leaking too. You understand that, if there are other leaking components, replacing those other components would be separate work subject to an additional Charge.
  
  
  For full terms, please visit ********************************************************
  
  Thank you

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19927321
  
  I am rejecting this response because: YourMechanic.com misdiagnosed the issue and is not taking ANY responsibility or accountability for their mistake. I did not have multiple issues - only the squealing noise. I should not have to hold the financial burden of their mistake.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/17/2023

  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.

  On April 6th Your Mechanic Company was to come out to my house to service my **** Pontiac firebird. The mechanic was 3 hours late! When I reached out to the customer service they tried to reach him and had no response. The only solution they offered was to reschedule him for later in the day or the next day. While on the phone he showed up. He was ill-equipped and had the wrong parts. He claimed the wrong parts were ordered. He left to go back to the parts store. He returned with the correct part over an hour later. He attempted to put the part on and saw he did not have the correct tools. He was not equipped to perform the repair due to the fact he did not bring the right tools. He was gone an hour and a half to retrieve the correct tools. I called to see if he was returning since he was taking so long. upon return he attempted to do the repair with much difficulty and understanding of how it was to be done. He went online to figure out the schematics. Upon taking car on test drive it still was running rough and did not start up properly. I asked about to check engine light still being on. The mechanic did not bring scanner to check codes for clear codes. He said he would come back later. Later that day my car stalled and is now at a local repair shop. I was not given a 50 point inspection. Attach paperwork said it was done but that paperwork is a lie. The current mechanic ****'s automotive said the spark plugs were not checked and even though the wiring was correct it was not connected in a proper way some of the wires were hanging on the exhaust manifold which could have caused a short or overheating of the component that was replaced. A whole day and money was wasted. Even though this transaction is being handled through Afterpay, I am seeking some type of retribution. Notice attached picture of after repair mileage on dash ... Instrument panel is not illuminated because check engine light was still on.

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  We can confirm that we replaced an ignition coil for the service.  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 ignition coil per the customers request. There were no reported issues that prevented the services from being completed. 
  
  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. 
  
  We would like to apologize for the mechanic being late.  We did receive the customers claim that there was some type of workmanship or warranty-type claim and that it was taken to a third-party shop for an inspection and repair.  Although our warranty terms stipulates that claims should be processed through YourMechanic and YourMechanic should be the party to inspect the vehicle, we requested the third-party shop information/report/documentation be emailed into YourMechanic for us to review in good faith.  As of 5/1/2023, we have not received anything.  Ultimately, the customer chose to dispute this with their payment method provider.  As the customer chose this course of dispute resolution, we will accept whatever the payment method provider adjudicates. 
  
  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19925818
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/01/2023

  The mechanic came out to replace a coil pack. But they lied in their response saying that he had all of his tools. He did not! Not only was he 3 hours late to his 8:00 appointment with me he did not have the proper tools to do the job in fact he had to go online to look at schematics in order to put the part back into place. I have eyewitnesses to the fact that he left not once but twice because of having improper tools. In fact I contacted one of my neighbors who is an ex mechanic to ask him if he had the type of tool that the mechanic was looking for. Another thing not once did the mechanic show me that he was ASC certified or had any type of certification and repair. And if you look on your own website you have dozens if not hundreds of complaints against this company. This company also claims that they are BBB accredited no they're not! This is something you need to look into as the BBB. 

• Initial Complaint

  Date:04/17/2023

  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 transaction 6/23/2022...7/9/2022. Company charged me $111.89 and $1189.70 for the installation of new fuel pump in my vehicle. 2 days after installation they were notified of a problem with the fuel pump. Their warranty was for a period of 1 year. After talking to 13 different *************** at their claims department I was told to have a 3rd party certified auto repair company to verify what the problem was. That cost me another $106.81 to verify the problem. When all the documentation from the 3rd party repair facility was sent to Your Mechanic showing the fuel pump was faulty and was the wrong pump for my vehicle the warranty department at Your Mechanic denied my warranty claim. This is a SCAM Company..!

  Customer Answer

  Date: 04/18/2023

  Dear Sirs,
  
  I attached a PDF file showing my communications to Your Mechanic in my original complaint, but did not see it listed. Im attaching it again to this email.
  
  
  
  Thank you,
  
  *********************

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  We did receive the warranty-type claim for the customer and the inspection report from the third-party shop report. The third party shop report did not provide evidence (or sufficient evidence) to support the fuel pump YourMechanic installed was defective.
  
  Here are some of the notes provided to the customer when the claim was denied after reviewing the third-party shop report:
  
  Thank you for contacting YourMechanic, we have reviewed the documentation you submitted and have made the following determination:
  
  Your particular vehicle uses a Fuel Pump flow Control Module (****) to achieve the desired fuel pressure. The **** sends a signal to the fuel pump, and pump speed is changed by varying the duty cycle of this signal which changes the fuel pressure.
  
  When checking a fuel pump for proper operation, the fuel pump is commanded ON with a scan tool (so there is no varying pump speed/pressure) and the pressure should be ***** psi. This would be the maximum pressure that the pump can output with its integrated fuel pressure regulator valve.
  
  The 3rd party document states, "the installed aftermarket fuel pump is keeping fuel pressure around ***** PSI, whereas this vehicle's normal pressure value is **** PSI desired"
  This tells us that the fuel pump is outputting the amount that it's designed to when it is operated at full speed.
  
  The fuel pressure should be ***** psi when the engine is idling at normal operating temperature, however this reduction in fuel pressure is controlled by the ****, not the fuel pump itself.
  
  To summarize, the YourMechanic-installed pump is producing the amount of pressure that it's designed to produce, and in order to lower the fuel pressure, the vehicle's **** would need to command it to do so as this is how the system is designed to work.
  
  --
  The customer is responsible for the full payment and no refund or partial refund is due at this time. For more information on our warranty policies and terms of service that must be agreed to prior to booking a service with us see ********************************************* and ********************************************************************;
  
  Ultimately, the customer decided to do a chargeback/credit card dispute.  We have responded to that dispute and will accept whatever the customers card institution adjudicates. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19944966
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************