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: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.

  Set up a appointment with Your Mechanics to have basic service done on vehicle, wiring, spark plugs, distributor cap. Vehicle had no prior issues before this service was done. Once service was completed vehicle no longer runs. Called and asked to speak to a Manager. Manager finally called and tried to ask me questions in regards to why did we call for the service. What was wrong with the vehicle before they worked on it. I told him that prior to your mechanic working on our vehicle there was no issues. He kept trying to get me to say something previously was wrong with it. I told him I need someone to come out and take care of this immediately as we are not without a vehicle. He stated he had to options one for us to pay and get it towed to a garage and have them look at problem and they will reimburse us. 2 for us to wait till April 16 to have another mechanic come out and look at it. The work was done today April 10th. I told him that we are to be without a vehicle for a week because they do not have another mechanic to come out. He said he gave me options. He said we could rent a car and they would reimburse us. This is unacceptable as I told him. You want your client to pay to get the vehicle fixed and hope you reimburse us for this. Or to get a rental and hope you reimburse us for it. He stated again those are your options or wait till Sunday to have a mechanic come and look at. We scheduled the appointment as they need to get this taken care of. We will not pay any more money to have it fixed.Customer Service also stated that there would be an additional charge if they discover it was not the mechanics fault.******** ****** told my husband that he thinks he did something wrong. With the wiring or distributor cap timing. The manager ******* also stated that the mechanic ****** told him that he think the distributor cap timing needs to be corrected.How any company can have a client be without a vehicle for a week is beyond me and not even work to try to get someone out here sooner.People need to know about this company.

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  It is part of our warranty process to inspect the vehicle.  Depending on the findings, there may or may not be an inspection charge.  If the claim is valid and/or otherwise covered by our warranty terms, we cover the cost of the inspection.  This term and all other warranty terms must be agreed to prior to booking an appointment with YourMechanic.  See yourmechanic.com/warranty for more details, if needed. 

  In this case, warranty concerns were found on the inspection. YourMechanic covered the cost of the inspection and repaired the vehicle onsite during the same appointment.  Per our last call with our warranty team 14 days ago, the customer confirmed the vehicle was fixed and was satisfied with the work. 
  

  
  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19919418
  
  I am rejecting this response because: While the warranty work was completed and this particular mechanic was good I do accept that part of it. What I do not accept is how we were initially treated and questioned like we had something to do with the issue when the original mechanic removed the distributor when he should not have which was confirmed by the warranty mechanic. Also, because there are so few warranty mechanics we were left stranded without a vehicle for a week, that is unacceptable. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/12/2023

  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.

  This company says it will provide all the services needed for your car that would be provided at a repair shop that specializes in your car. My fianc knows a lot about cars and troubleshot everything before we ordered this service. I let the mechanic know that when he arrived. He was here for no longer than 15 and said he did the same things my fianc did and he was stumped and that I would have to take it to the dealer service center. He then said he needed to take some photos. The service was approximated at 1 hour. I told this to the business and after waiting forever for a response I got a voicemail saying the reason he couldn't figure it out was because he didn't have longer than an hour. Once again the mechanic was stumped after 15 minutes. They refused to refund me even though he didn't do anything. I got to towed to the dealership service center and they said they got the car to turn on just fine, but the battery was showing lower than 12 volts and replaced the battery. He should have been able to do that.

  Business Response

  Date: 04/14/2023

  We apologize for the delay in response.  Were sorry to hear the customer was not satisfied with this appointment.  While we do not agree with all sentiments expressed in this review, we have agreed to process a refund, in full, back to the customers original payment method associated with this appointment. We take this feedback seriously and will use it to improve our service moving forward. 
  
  

• Initial Complaint

  Date:04/11/2023

  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.

  On Sept 1, 2022 the alternator on my vehicle went out. I had a mechanic from Your Mechanic replace the alternator on Sept 2nd. The work came with a 12 mo/12,000 mi warranty. Two and a half weeks ago the alternator went out. I filed a warranty claim with Your Mechanic. They contacted me the following day and said they did not have an inspector in the area and that I needed to have the vehicle towed to a shop to confirm that the work they performed had failed (alternator). ********************* in ******, ** confirmed that the alternator is faulty and had also burned up the alternator cord and battery. ************** sent the requested pics of the problem along with their detailed report to the company. The representative from Your Mechanic told me that while they received pics from the ****** dealership they could not find the detailed report. ******* ****** resent the report many times. As of today, my vehicle has been sitting at the ****** dealership for two weeks with no resove from Your Mechanic. I initially reported the problem to the mechanic that did the repairs of the vehicle and he texted back that the alternator he installed has had a history of defects and that they have quit using the manufacturer of that alternator. Last week on Tuesday, a rep from Your Mechanic contacted me to see if I had *********************'s information. I replied that I wasn't in front of a computer, so he looked it up and read off their address, phone number etc.... Two days later he called back and said they could not find any information on the internet regarding *********************. I feel that they are playing games in the hopes I'll get tired of their no reponse and just pay for the repairs myself. I have not heard anything from Your Mechanic for about a week now. I need some help. I do know that they have an "F" rating on your platform. Thank you!

  Business Response

  Date: 04/05/2023

  This is not the correct company. We are Your Mobile Mechanic, based out of and only operates in ****************. The correct company to address Is Your Mechanic based out of ********** which is now owned by "Wrench". 

   

  I have called the customer to explain the confusion, the customer apologized and said he would contact the BBB to correct this situation.

   

  Any further questions or concerns please contact us.

  *********************

  Your Mobile Mechanic LLC

  ************

  Customer Answer

  Date: 04/07/2023

   
  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,
  
  ***********************

  Business Response

  Date: 04/14/2023

  On 9/2/2022 the customer contacted ********************** and booked and authorized an appointment for a Alternator Replacement on a **** ****** Sequoia V8-4.7L. The requested service was completed on 9/6/2022 for the quoted price of $590.60. 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. 

  
  In March 2023, we received a potential warranty claim. Unfortunately, at the time of the claim, we did not have an inspecting technician available.  Per our warranty terms, the customer was instructed to go to an outside shop/dealership for inspection for us to review.  We received the documentation sent from this facility.  It stated the alternator failed and shorted overheating/melting the main charge cable at the alternator.

  
  However, we had this claim reviewed by a master mechanic who informed us that an alternator is not capable of producing enough amperage to do this.  Additionally there are fuses in place to prevent this from being possible. Looking at photos provided by the service provider and his prior experience in seeing similar scenarios, it appears that the vehicle was jump started backwards or a battery was installed backwards. As such, we would not consider this case warrantable.
  
  The claim was denied per the warranty terms agreed to when the appointment was booked.  Full warranty terms can be found at yourmechanic.com/warranty.
  The customer is responsible for the full payment and no refund, partial refund, or warrantable repair work is due at this time.
  

  
  

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19898957
  
  I am rejecting this response because:

  I texted the companies mechanic on March 18th and let him know what is going on with the alternator he put in.  He replied with "Yeah, sounds like its the alternator.  I have quit using the remanufactured unit just because of this issue".  He advised me to put in a warranty claim.  On March 30th, I received a call from this company (from *******) asking me if anyone jump started the vechicle and I replied "no" to the same question over and over.  ******* told me he had a photo from ************** in ******, ** (inspecting the vehicle) and that the picture showed the battery installed backwards, or jumper cables installed backwards.  I asked him to text the photo that ********************* sent him to prove his point.  As soon as we were off the phone, he sent me a picture of the alternator that ********************* sent him.  He was obviously trying to get me to admit to something that never happened so he could void the warranty at this point.  I let ******* ****** know what ******* had said and they were furious claiming that none of their trained technicians would ever do that.  I asked ******* to send me in writing what he claimed was being shown in that picture and I never received anything from the company.  Last week I sent a request for a supervisor to call me from this company and I never received a call.  Yesterday, 13 April, 2023, I received another call from ***************  He said that he was rejecting the warranty because the only way an alternator cable could burn up is by a battery, or jumper cables being hooked up backwards.  Again, I let ******* ****** know what this mobile mechanic *** was claiming.  I asked ****** if a faulty alternator can burn up an alternator cable, and their service advisor texted me and said: "Yes, the alternator being bad could melt the cord".  Additionally, I did my own research about alternator cords burning up and did not find a thing about battery/jumper cables being hooked up backwards being the problem.  I sent an e-mail today that contained the following information: 

  1. Undersized Alternator ground wiring
  If you have upgraded your alternator wiring recently, you might have gotten undersized wiring. Many people need to understand that each electrical component has a recommended wiring size.
  When the alternator connector melted after you changed the wiring, it was most likely the wires were too small to handle the current coming from the alternator. You have to get the recommended wiring for your alternator.
  2. High voltage
  Another reason that your wiring might be running hot is due to the high voltage. The normal alternator output is between **** to **** volts. When the volt goes higher to ****, it is too high and could cause the wire to run too hot because it is not built to handle that voltage level.
  You will have to get your alternator checked if this happens too often.
  3. Faulty electrical connection
  The most common cause of the hot or melted alternator cable is a corroded or loose connection in the alternator wire to battery.
  When there is a loose or weak connection, the flow of current is reduced by the resistance created by the weak connection causing the wires to be too hot, which could eventually lead to melted alternator wires.
  4. Short Circuit
  When there is a short in the electric current supplies from the alternator, it could lead to a high power draw causing the alternator hot to touch.
  The short circuit could cause the wires to melt and touch each other.
  

  The mechanic for this company knew he was putting in a known faulty product, and the company told him to put the Duralast alternator in, which obviously has a history of being faulty.  

  I have copies of all my emails, communication with the Wrench/MyMechanic mechanic (more than what I've stated above), and texts with **********************  

  Its obvious that the alternator caused the damage, which includes the faulty alternator put in by the Wrench/MyMechanic mechanic, an alternator cord and a new battery from ******* ******.  I believe I'm being reasonalbe here in just asking for the original payment that I made to Wrench/My Mechanic for the alternator replacement (although faulty) and the inspection by ********************* that they - Wrench/MyMechanic requested in the amount of $170.00.  Although I'm going to lose money in getting my vehicle running again that has been at the ****** dealership for a month, I'll pay to have the alternator, the alternator cord and the battery replaced.  I think that this beyond a fair deal.

   

  Sincerely,

  
  ***********************

• Initial Complaint

  Date:03/29/2023

  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 a problem with ABS and stability track warning lights on my dash. I used Your Mechanic , *** was the mechanic. First time *** diagnosed my car problem, he said the problem was a relay switch. *** said he had a relay switch and replaced the switch . I was very pleased, the cost was $139.00 for the diagnosis. The same warning lights came on the next day. I rescheduled an appointment with *** to again diagnose the problem, another $139.00. *** said my alternator was causing the problem with my dashboard warning lights. *** said I need to replace my alternator. The cost was $526.After the alternator was installed. The same dashboard warning lights came on. I initially gave *** rave reviews because I thought he took care of the problem each time. I made a complaint to Your mechanic. They returned my call today and the man I talked to was *****. He talked to the mechanic *** and it seems that the original relay switch that been install the first time was defective. And since *** put the part in and it didnt charge me anything for the part , he needs to reinstall the old relay with a new relay at an additional cost of $154. ***** also mentioned that he was waiving a diagnosis fee of $139.00. I asked ***** does that mean since you waived the diagnostic I would only pay $15.00? Ive already paid two diagnostic fees. ***** said no, the diagnostic fee that hes waving is for the next time to fix my car.. so Ill need to pay $154.00. I said it doesnt make sense . ***** explained that since *** used his own relay switch the first service call, they arent waiving any of those charges.. my total payments to your mechanic have spent $804, And I still have the same exact problem. In addition, they want another $154 to come out and fix my car relay switch, which is what they couldve done in the first place.

  Business Response

  Date: 05/01/2023

  We apologize for the delay in response.
  
  Unfortunately, sometimes more than one inspection or more than one repair may be needed to completely identify and fix a vehicle.  We state this in our terms of service that must be agreed to before a customer books an appointment.  The terms are otherwise available at **************************************************************; Here is a direct excerpt from these terms:
  
  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 Warranty 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.
  
  We did not charge anything to replace the relay or fuse, neither part or labor.  If our mechanic were to go out and replace it again, there would be a minimum charge of one hour to replace it. 
  
  In accordance with the above terms, the customer is responsible for the full payment and no refund or partial refund is due at this time. We are sorry to hear the customer is not satisfied with services, for customer satisfaction, we have placed a $50 credit (called YM cash) on the account.  Its a general credit and can be used on any services that YourMechanic provides. 
  
  

• Initial Complaint

  Date:03/27/2023

  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 3/24/23 an appointment was scheduled to repair a serpentine belt on my **** ********* Upon arrival, the mechanic ******* informed me immediately that he could not perform the service. He opened the hood and visually saw that the belt was hooked onto the pully of the air compressor. He told me he did not have the tools to repair this. He closed the hood, got the vin and left. He also told me that the company would issue a refund. However, I had paid the company $260 and received $81 in a store credit. Not only was this the wrong amount, but it was not a refund. It was simply a credit in which I HAD to use their services again if I want to utilize the $81. I called customer service. The agent stated that he was not able to process a refund at all because he did a diagnostic and inspection. The mechanic had not done so. In fact, I was sent a report in which he claimed an inspection was done. EVERYTHING was wrong except the vin. The mileage even said it was only 2 miles (on a **** vehicle) there were also no corresponding photos which are a MUST. The report was a complete lie. The company states the mechanics take pictures, he did not do so because he did not perform the service I was charged for. The company refuses to issue me a refund. This is fraud and theft.

  Business Response

  Date: 04/07/2023

  YourMechanic provided a refund in full on 3/29/2023. The customer was informed of this by phone and by email. We apologize for any inconvenience caused and that we missed the **** on this appointment. We take this feedback and experience seriously. We will use it to improve our service moving forward. 

• Initial Complaint

  Date:03/15/2023

  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.

  Hire Your mechanic to replace an alternator on my **** ****** T100 SR5 4x4 Automatic. Tech came out on 3/4/2023 to replace my alternator, tech was 20 minutes late. An hour into the replacement tech told me to come outside tech informed me that he couldn't finish the job. The alternator adjustment pulley bolt was bending while tightening it.. He show me the bolt. I said okay. Another hour later after showing me the bolt, tech calls me a say come outside..This time the tech show me the same bolt, but a part of it is broken off. Tells me again the job can't be completed and that he'll inform yourmechanic to contact me to schedule a time to complete the job.. YourMechanic sent me a review about the job, I gave my review, they open up a case on 3/6/2023. As of today 3/14/2023 no one has contacted me. I paid $170 for the alternator replacement, I provided the part. V/R *********************

  Business Response

  Date: 04/05/2023

  Unfortunately, the customers adjuster bolt had a rust issue. The bolt the customer needs has been discontinued due to age from our vendors.
  YourMechanic is not responsible for preexisting conditions or deterioration.  See yourmechanic.com/warranty for more information, if needed.  The customer elected to provide his own parts. In doing so, the customer elects to take the responsibility to provide all of the parts and the correct parts.  As the customer did not supply a bolt to replace the existing deteriorated one, the customer is responsible for the mechanics time and labor. 

  
  The customer can book the service again, but will have to provide the bolt/adjuster bolt.  We have placed a $50 credit on the account called YourMechanic Cash to lower the appointment cost, should the customer like to book the service again with all necessary parts. 
  We called the customer multiple times, but we were unable to reach him.  We have left multiple voicemails. 
  

  
  

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19596657
  
  I am rejecting this response because: Your Mechanic isn't a Trustworthy Business..Tech didn't tell Your Mechanic the whole *********** showed me rusted bolt, said job couldn't be completed, another bolt need to be ordered because it was starting to bend while tightening it. Later same day, Tech shows me broken bolt, said he or someone from Your Mechanic will finish the job after bolt is ordered. Your Mechanic never contacted me to finish the job. They did contact via voicemail and said unfinished job was my fault. Horrendous ***************** I ordered the bolt and installed it myself. *********************

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