Business Profile

Auto Services

YourMechanic

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Complaints

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

Customer Complaints Summary

233 total complaints in the last 3 years.
55 complaints closed in the last 12 months.

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Submit a Complaint

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:11/25/2024
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.
I had service done by Your Mechanic on 7/7/24 for an oil change and tire rotation. On 8/30/24 I took my vehicle to my dealer for state inspection where their mechanic found oil leaks which were never mentioned by the technician from Your Mechanic and my vehicle had no previous history of oil leaking. I contacted Your Mechanic and was advised to submit the video as well as the estimate for the repairs. At first I received a call back asking for further information, I called several times and it has now been several months with no calls back. I was told the warranty department cannot take direct calls and to wait for a call back every time I have called. I finally agreed to them coming out to diagnose with another technician but now they say they dont service the area and need to escalate my service request again. My initial incident happened in July and we are now nearing the end of November with no sign of resolution, the oil leak in my car is now severe and I have continued to call this company with no sign if resolution and I was forced to pay for this service when I got my loan.
Business Response
Date: 12/05/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Chanel Dixons complaint. Wrench was scheduled to perform an oil change service on Chanel Dixons vehicle. Wrench arrived on July 7, 2024 and completed the requested service.

Wrench provides a complimentary 50-point inspection with every service. Every complimentary 50-point inspection checks the car for obvious flaws and verifies the vehicles overall health. It is not a full vehicle diagnostic. Although Technicians use their experience in performing diagnoses, Wrench cannot guarantee that all issues will be found. This is explained in Wrenchs terms and conditions at *****************************************.

Chanel ***** will need to schedule a pre-warranty diagnostic of their vehicle so Wrench can confirm the issue. Wrench has made several attempts to contact ****** ***** in response to their claim, but have only reached their voicemail. A representative from Wrench will be reaching out to Chanel ***** regarding their warranty options.

Thank you,
Wrench
Customer Answer
Date: 12/06/2024

Complaint: 22604477

I am rejecting this response because: Your Mechanic has not reached out to me regarding this issue. I have attempted to contact them countless times being advised no one can transfer me directly to their warranty department. I also asked for them to send a technician to diagnose the issue caused by the previous technician and was then told they no longer service my area and would have to wait to be contacted which was in mid- November and still have not been contacted. I will be more then happy to provide cell phone records as I am also seeking legal advise on how to proceed.

Sincerely,

Chanel *****
Business Response
Date: 12/24/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Chanel Dixons rebuttal. Wrench has not been scheduled to repair or diagnose any issues on Chanel Dixons vehicle. Wrench has only provided oil change services to their vehicle. Fluid leaks will always occur as a vehicle ages. Wrenchs 50-point inspection does not guarantee issues will be discovered. Pre-existing leaks or leaks which occurred after Wrench provided the oil change service would not be covered by Wrenchs limited warranty. A copy of Wrenchs limited warranty can be found at ********************************************. If ****** ***** would like their vehicle inspected for oil leaks, they may schedule an appointment with Wrench. Wrench can be contacted by phone at ************ or by email at ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:11/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a totalcare package which includes prepaid maintenance of oil changes and brake services. I have been trying to get a tech to service my car since August 2024 and have had this company cancel on me at least 4 times. I have called and emailed. I have begged for a different technician or help with understanding how I can use the service. They have not responded. My car doesnt have an oil change and I cant get them to answer my call.
Business Response
Date: 12/03/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******** ******* Bullocks complaint. Wrench has spoken with ******** Norwood ******* and fulfilled their request. If ******** Norwood ******* has any questions or needs to schedule another appointment, they can contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 12/03/2024

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,

******** Norwood *******
Initial Complaint
Date:11/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/16/2024 I purchased a Drive Belt Repair From Yourmechanic for $375.74 USD scheduled for 11/18/2024. On 11/18/2024 30 minutes before the service time I received a call from Yourmechanic stating the mechanic cant make it today would you like to reschedule for another dayThe customer *** rescheduled my ***air for 11/19/2024.On 11/19/2024 the mechanic showed up to the appointment and could not complete the job due to not having the correct tools. The mechanic then stated I can get the tool I need and reschedule your ***air for tomorrowThe mechanic then rescheduled my ***air for 11/20/2024.When the mechanic arrived on 11/20/2024 he spent over an hour attempting to remove the fan clutch to be able to remove the drive belt. While attempting to remove the fan clutch I noticed he severely dented the fan clutch pulley in two different places throwing it off balance as well as damaging the fan clutch metal blades. Once I told him he caused damage to the pulley he stated I can just bend it back once its offI then told the mechanic I would no longer like to continue using Yourmechanic company services since its causing more damage to my car due to the right tool not being applied. When the Mechanic left he left my car disassembled didnt put the fan cover or air intake back on my car and kept the job on active status.I attempted to reach out to Yourmechanic for a refund and compensation for the parts that was damaged.The Yourmechanic *** named Mark ****** the job is still active at this time unfortunately all my team can do is reschedule you or give you a new mechanicThen I stated I would no longer like to continue business with Yourmechanic I would like a refund/reimbursement for the parts that were damaged by Yourmechanic its costed me more time and money then convenience The Re kept stating the same thing he initially said about rescheduling.I was then told that I cannot receive a refund that I would have to contact resolutions department.
Business Response
Date: 11/30/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** Campbells complaint. Wrench was scheduled to replace the drive belt on ****** Campbells vehicle. Wrench arrived on November 20, 2024 to complete the service. While attempting the repairs on the vehicle, ****** ******** indicated they were uncomfortable with the repair process and stopped the technician from proceeding.

Wrench did not charge ****** ******** for the appointment so no refund can be provided. As per policy, Wrench charges a service or cancellation fee for arriving on site. As a courtesy, ****** ******** was not charged. If ****** ******** has any questions regarding their service, they can contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 11/30/2024

Complaint: 22582283

I am rejecting this response because:
I was not reimbursed by the business for damages caused to pulley. Making it inoperable causing me to order a new pulley. I would like a CHECK written out to me to cover the cost of the part +shipping and the inconvenience it has caused. I have provided documentation of part *** ordered and the cost of shipping.
******* ********
*******************************
in the amount of $94.30 USD
Sincerely,

****** ********
Business Response
Date: 12/12/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** Campbells rebuttal. ****** ******** did not allow Wrench to complete the repair on their vehicle during their appointment. Wrench is declining to provide compensation. If ****** ******** has questions about this decision, they may contact Wrench at ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Dec 9 2023 Your mechanic replaced two front axles on my 2007 ***** Element , The vehicle developed excessive wobble and vibration in the front end ,I soon filed a warranty claim which was excepted by your mechanic , upon agreement to a refundable fee for diagnosis prior to each service by your mechanic ,there was one at a time replacement of each axle assembly thereafter, I reported to your mechanic the changes after each axle replacement , the changes were as follows ,changes in the dynamics of the vibration and or wobble worsening in some cases and better in others but always there .After some research I found this problem to be caused by aftermarket axles and offered to pay your mechanic the price difference for OEM style axles , Your mechanic declined my offer and made two more one at a time attempts to rectify the problem promising OEM but appearing with aftermarket axles only to produce similar results and at higher speeds vibration of the steering wheel, It was then suggested by your mechanic that going forward I have the vehicles axle assembly replacements inspected by an outside shop and that if determined that issues I am experiencing do not stem from the original repairs made by your mechanic no warranty coverage would be provided, ***** of ********** inspected the vehicle and immediately contacted your mechanic with findings that the aftermarket axles were indeed the problem. Your mechanic and I agreed that I would purchase and be refunded for both OEM front axles to be installed by your mechanic, I was also unexpectedly promised a full refund for the cost of the initial service .I purchased the axles and on 07 03 2024 the your mechanic service tech replaced the front passenger side axle then informed me that the front drivers side axle could not be replaced at this time because the previous tech had cross threaded the axle nut and that the application of too much pressure to remove the nut could possibly cause damage to the transmission.
Business Response
Date: 11/29/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed **** Thorntons complaint. Wrench was scheduled to replace the front cv axles on **** Thorntons vehicle. Wrench arrived on December 16, 2023 with the parts and completed the service. **** ******** did not request a diagnostic from Wrench prior to Wrenchs technician installing the parts. Wrench last serviced their vehicle on July 3, 2024.

According to the invoice **** ******** provided from ***** of Stonecrest, they recommended the same repairs as Wrench. The invoice did not indicate the reason why the cv axles would need to be replaced. Wrench has returned multiple times regarding the cv axles on **** Thorntons vehicle. After replacing the cv axles multiple times, Wrench has determined that the issue isnt being caused by the cv axles.

Wrench is declining to provide a refund for the repairs at this time. **** ******** may request a diagnostic from Wrench to confirm the cause of the issue. They may contact Wrench at ****************************************** for assistance with scheduling an appointment.

Thank you,
Wrench
Customer Answer
Date: 11/30/2024

Complaint: 22577462

I am rejecting this response because: I still have 1 Boxed OEM axle that needs installment and 1 original aftermarket axle cluttering my living room because the passenger side OEM front axle only was installed by wrench/your mechanic before they seemingly could not find my case numbers ect. also I was promised reimbursement for the 2 front OEM axles purchased by me ,the warranty claim was already accepted and half completed when the tech stated to me that he could not finish because the axle nut was cross threaded by the previous wrench/your mechanic ******* stated in the original complaint I do not believe the nut to be cross threaded but tighter than expected because of differences in methods of each mechanic.
Sincerely,

**** ********
Business Response
Date: 12/12/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed **** Thorntons rebuttal. Wrench determined that the issue isnt being caused by the cv axles and is not a warranty issue. Wrench is declining to provide compensation. If **** ******** would like Wrench to inspect their vehicle, they may contact Wrench by email at ****************************************** to schedule an appointment.

Thank you,
Wrench
Customer Answer
Date: 12/16/2024

Complaint: 22577462

I am rejecting this response because:the warranty claim was accepted and half completed,installation of one axle made a definite improvement,this problem has been drug out for a year by wrench despite all my efforts to resolve it,the integrity of the vehicles ride is still compromised,wrench seeks to charge me a inspection fee though the problem has already been inspected,wrench has failed to complete the job and I still have the aftermarket axles .I would just like the job to be completed so that i can move on and finish maintaining and restoring the vehicle as wrenches lack of action are causing delay in doing so..

Sincerely,

**** ********
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/07 I scheduled an appointment for a mobile mechanic on 11/08 between 11:12AM and 1:12PM. The assigned mechanic, *****, messaged me on 11/07, regarding what I wanted to get done on my truck. I simply explained that while, changing my brake pads, a friend of mine found a bigger problem with my brakes, which warranted me to hire mobile mechanic. After that ***** no longer contacted me further, and I assumed that he will still be arriving that next day. On 11/08 I waited by the window for ***** to arrive. Four hours after the scheduled appointment time I received a message from the company at 5:20PM. The message stated that my appointment had been canceled and that I will be charged the $150 cancellation fee. For context when I booked the appointment, I was notified that if I were to cancel within 48 hours of my appointment then this fee was to occur. However, it was not my intention to cancel the appointment yet they still charged me the fee. Ive made several attempts to contact them and get this issue disputed. One guy, ******* claimed that according to their terms and conditions, their mechanics would have to be the first and the last person to ever touch my truck and that there was nothing that could be done since I had my friend work on it prior. And a different guy stated that I will be contacted within 48 hours to handle this issue. It has been three days and I have not received a call, an email, or a text. One more call and I was simply left on hold for an hour and then hung up on. Lastly, an email claiming that I will be making a complaint to the BBB.
Business Response
Date: 11/30/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* ********* complaint. Wrench was scheduled to replace a brake caliper on ******* ********* vehicle. Within 48 hours of their appointment, ******* ******** informed Wrench that someone else was working on their vehicle. According to Wrenchs terms and conditions, Wrench reserves the right to decline repairs. Wrench does not continue repairs started by another person, so Wrench canceled the appointment. This is explained in Wrenchs terms and conditions found at ***********************************************;

Wrench will charge a cancellation fee if an appointment is cancelled within 48 hours of the start time. This is explained in Wrenchs terms and conditions found at *****************************************. ******* ********* appointment was within the 48-hour window when it was canceled and a cancellation fee was charged.

As a courtesy, Wrench has decided to provide a refund for the cancellation fee. ******* ******** will see a refund for $150.00 in their account within the next 7 -10 business days. If they have any questions regarding the refund, they may contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 12/02/2024

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:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Be very careful when using this company. They charge for work that they dont do and materials that they dont provide. Around 7/13/24 their mechanic came to my house to repair a power steering problem on my 1997 ***. The mechanic came to my home, took about half an hour to inspect my car. He said that the power steering hose was broken and that someone from his company would call with a quote and schedule a repair date. Before any work was done I got a bill for work completed. They charged me $301.80. $130 Labor hours and $171.80 for 2 quarts of Power steering fluids. Thats $85.90 a quart. On ****** a quart of power steering fluid cost around $10. Also, my 1997 *** does not take power steering fluid, it uses Automatic transmission fluid.When I called Wrench they check with the mechanic and admitted their error. They said they would refund my credit card $164.51 instead of the $171.80 that they charged me. Its been about 4 months and nothing. I keep calling and they keep changing the date. I feel the only way I will get my refund is to shine a light on their practice.
Business Response
Date: 11/30/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has received ******* Uejos complaint. Wrench was scheduled by ******* **** via ************************** to replace the power steering fluid on their vehicle. Wrench arrived on July 13, 2024, but could not complete the service. Wrenchs technician inspected the vehicle before performing the requested repair, but could not complete the service due to two power steering cooler hoses which were broken prior to Wrenchs arrival. ******* **** was originally charged $316.19 for the service.

Since Wrench could not perform the original customer requested service, a refund for $164.51 was provided. ******* **** was only charged for only one hour of service from Wrench for diagnosing the issue. Wrench spoke to ******* **** on September 22, 2024 and confirmed the refund to the credit card that was originally charged. If ******* **** has any questions, they may contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 11/30/2024

Complaint: 22544368

I am rejecting this response because: Wrench claimed to have refunded $164.51 back to my account but I just checked with my credit card company and no refund was ever issued. Does Wrench have proof of a refund being issued? If so, please provide it so I can verify.

Sincerely,

******* ****
Business Response
Date: 12/12/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* Uejos rebuttal. Wrenchs records indicate a refund was provided to ******* **** on September 14, 2024 for $164.51. The refund may take up to 7 - 10 business days to process from the day it was refunded. Wrench will provide an additional confirmation of the refund to the email address on their Wrench account. ******* **** may also contact Wrench at ****************************************** for additional verification.

Thank you,
Wrench
Customer Answer
Date: 12/14/2024

Complaint: 22544368

I am rejecting this response because: I have attached a copy of my credit card statement for the time period in question. As you can see, no refund was issued.

Sincerely,

******* ****
Business Response
Date: 12/24/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* Uejos rebuttal. Wrenchs records show a refund was processed on September 14, 2024 for $164.51. If a reference number is available for tracking the refund, Wrench will contact ******* **** and provide that information. ******* **** may contact Wrench by phone at ************ or by email at ****************************************** with any questions they have regarding the refund.

Thank you,
Wrench
Initial Complaint
Date:11/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After having a thermostat replaced now my car is not running properly. Call the center several times to have the issue resolved, appointments were made. No one has been out to correct the issue.
Business Response
Date: 11/11/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* Chipmens complaint. Wrench is currently working with ******* ******* regarding prior repairs on their vehicle from Wrench. ******* ******* has scheduled a pre-warranty diagnostic of their vehicle for October 13, 2024. After Wrench inspects their vehicle, Wrench will follow up with ******* ******* regarding follow up repairs. If ******* ******* has any questions about their upcoming appointment, they may contact Wrench at ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9.7.2024: Your mechanic as part of extended warranty to do oil change tasks. Did not put pan under oil for car and spilled all oil onto driveway. Company claimed liability to cover cleanup of driveway. Contacted more than 8 times. Received 2 call backs promising 24 hour return contact on professional driveway cleaning. *** called me more than 2 weeks ago and said reason for delay was to provide the best service possible, but that he would call back within 24 hours. Still no one has come to get oil off driveway. Selling home in 2025 and would like this promised service completed. NO one returns any calls or emails promptly.
Business Response
Date: 11/08/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******** Medlins complaint. Wrench performed an engine oil and engine oil filter change on ******** Medlins vehicle on September 7, 2024. Wrench did offer to cover the cost to clean the oil off of ******** Medlins driveway.

Wrench is requesting a quote from ******** ****** for cleaning the oil off the driveway. Wrench is not familiar with the power washing cleaning services in ******** Medlins neighborhood and will accept a reasonable quote from a local service.

******** ****** can forward the quote for cleaning their driveway to ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:10/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2-14-24 I purchased a battery from Wrench Your Mechanic. I paid for the battery including parts and labor with a total cost of $356.42. During the month of September 2024, I first began to have issues with my vehicle. As I was at work and when I went outside to move my vehicle my vehicle would not start. I got s jump and eventually, my vehicle started. Fast forward to October 21 again I went outside to move my vehicle in the morning time and my vehicle did not start. I gave my vehicle a couple of seconds and later it eventually started. As I was leaving work during the evening time, my vehicle did not start again then it started back up eventually. October 22 after I get off work I had another mechanic person come to look at my vehicle tested my vehicle. I was informed that the battery was bad. When I contacted the company on the evening of October 22, I was told that there was no history of me purchasing a battery and I never received a battery from this company. I became angry, upset, and frustrated with this company as I was trying to look up my information through my phone. Later that evening, I called back to let someone know that I did have records of my invoice. I was told that someone would get back with me within the next couple of days. on Wednesday, October 23. Someone did get back with me however they told me that they had no records of me receiving a battery and that I never received a battery with this company. Again, I proceeded to tell the person that I have a invoice of me purchasing the battery. I asked the representative if I could email, fax or text them a copy of the record that I have. I was told that this is something that the company does not do. I am a single parent working two jobs. I am not in a financial situation where I can re-purchase items that I have previously purchased. I am afraid, nervous and anxious of being stranded on the road without any help. Please assist. Thank you
Business Response
Date: 11/02/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed the complaint from ****** Pounds. Wrench was able to locate the battery service that was performed on ****** Poundss vehicle on February 14, 2024. A representative from Wrench will reach out to ****** Pounds regarding the warranty options for their car. ****** Pounds may contact Wrench with any questions at ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:10/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I scheduled a repair two weeks in advance for the replacement of a radiator for my ***. The mechanic was set to make repairs on Monday, October 14, 2024. I received a call around 7 pm Sunday night (outside of yourmechanics operating hours) for reschedule. The reschedule was moved from October 14, 2024 at 9:30 am to same day at 10:30 am. Because I did not call back Sunday, they cancelled the appointment. I then contacted them to reschedule to Tuesday, October 15, in which the mechanic changed out the oil, however, received the wrong radiator. I was not informed the job was not complete and woke up the next morning for work to drive my car only to break down half to work because the car had no radiator in it (which I was never told). I had to login the application to find out the appointment was moved to the next day(Wednesday). I called them again and they stated we got the wrong part again. So they then rescheduled it for Thursday telling me they order seven (7) radiators hoping one was the correct one only to find out none of them will work on my car. So my car is on the side of the road still and I am waiting for the parts start to get the correct radiator. This is absolutely terrible. This business should not be open. In order to find the correct part for a vehicle, you input the *** # and that indicates which part is correct. It is not rocket science yet I am stuck without a car working a full time job and going to school having to deal with a service that is a fraud.
Business Response
Date: 10/27/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** ******* complaint. Wrench was scheduled to service the radiator on ****** ******* vehicle. No diagnostic was requested prior to the repair to confirm the issue.

Wrench contacted ****** ****** On October 13, 2024, a day prior to their appointment to reschedule the appointment since the part needed was not available. Wrench arrived at the address provided with the parts in hand ready to perform the repair on October 15, 2024.

Wrench was not able to complete the repair because the radiator did not fit on ****** ******* vehicle. Wrench has been unable to locate the correct part needed and has informed ****** ****** of the issue. Wrench has offered to install the part if ****** ****** can locate it.

Wrench cannot provide ****** ****** a refund at this time. Services on ****** ******* vehicle are still pending and they have not been charged for it yet. If ****** ****** has any questions regarding their service, they are encouraged to contact Wrench at ********************************************************************.

Thank you,
Wrench

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