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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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:10/12/2024
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 had an experience which was not that great with **************** tech 6:30 pm on Sep 23 2024 . I specifically mentioned the details about my car engine condition in the website and i requested for a "diagnosis service". The tech said he could not see any details about the car from **************** and "came without any diagnostic tool" and also when he tried to open the break fluid cover instead of using s**** driver he was trying to use some kind of tool to pull it out (almost kind of breaking situation then i have to ask him to use the s**** driver). I am not at all happy with the job ******. He is a nice person but there was no professional tool with him and also he mentioned like his professional car with all the tools at some other work place. so basically I paid 150 dollars for nothing Also if the tech cant see what the customer write about the cars current condition then why customer need to write details about the cars current situation. I specifically requested for a diagnostic services and i did not receive the same from yourmechanic.com so I want my money back asap. See the attached inspection receipt which has no error codes and i had no washer fluid but the mechanic mentioned everything is normal.
Business Response
Date: 10/21/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** ******* complaint. Wrench was scheduled to diagnose why the engine was shaking on their vehicle. Wrench arrived on September 23, 2024 and performed the inspection. Wrenchs technician did scan the vehicle for diagnostic trouble codes. However, since ****** ******* vehicle was not compatible with the technicians scanner, a more in depth scan could not be performed.

When servicing a vehicle, a technician will use their experience and knowledge to diagnose what the issue is. This is explained in Wrenchs Terms and Conditions at *****************************************. Technicians may use different tools to accomplish this which may not include a scanner. Because ****** ******* vehicle was not diagnosed, Wrench is offering a complimentary refund for the diagnostic charge. A refund for $162.94 will appear in ****** ******* account within 7 - 10 business days. If ****** ****** has any questions regarding their service or refund, they can contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 10/22/2024

Hi BBB Team,

I accept their (Wrench,Inc.) refund offer and would like to close the complaint.

However their justification about the process (the tech did perform on that day) was completely not acceptable. First of all I have to put the make, model, year of my car, and also a brief descripion about the current state of the car on their website and also requested specifically a diagnostic service. In this world who assess a German car with out a scanner? even at the authorized dealers they do scan the car for trouble shooting any issues.

The technician showed up with no scanning device or any tools at the site and he mentioned, he can not see any "descritpion" about the car from the website before coming to the site so he did not bring any device. So I dont want anyone to experience the same in the future.I used yourmechanic service 2 times and the first experience was not that great but did not complaint about it but second time also had worse experience thats the reason I did complaint about it.

Anyway thank you so much for helping me to find a solution for this issue. Highly appreciate BBB's Help on this.

Thanks again
****** ******
Customer Answer
Date: 11/12/2024
10 business days are over and still i did not receive any refund from ******************************************************* team.
Business Response
Date: 11/29/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** ******* rebuttal. ****** ****** was offered a complimentary refund from Wrench for $162.94. If the refund has not appeared in their account, they may contact Wrench at ****************************************** for an update.

Thank you,
Wrench
Customer Answer
Date: 12/10/2024
I got the full refund from the wrench team, so you can close the case.
Initial Complaint
Date:10/10/2024
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 paid over $500 dollars for YourMechanic to fix/replace the motor control unit of my 2007 Hummer H2. The appointment ID number is ******. Today this is not taking place. I have received no message from your mechanic regarding these repairs that need to be rescheduled. I would like to see this repairs completed promptly.
Business Response
Date: 10/19/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** ********* complaint. Wrench did not charge ****** ******** for the service that was requested. A quote for the service was provided, but the service was not scheduled.

Wrench would be happy to assist with completing the repairs. Wrench will reach out to ****** ******** regarding the quote. If they have any questions, Wrench can be contacted by email at ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:09/17/2024
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.
To whom it may concern,I have been trying to contact them since yesterday about the appointment at your mechanic, they said he showed up for it and knocked on door, which he never did. He never even showed, the pictures are when he was to have been here. I took pictures of the time he said he was here and he was not! As you can see. And when I spoke to the representative today he was very rude and told me to do what I wanted and hung up! This is how they do business, let a mechanic say he showed up and never perform a thing and make a customer who never saw him pay $150???I hope you have someone better than the representative that helped did'nt help me this morning, One, their website has issues with updating numbers and contact information as well, tried all day yesterday! I have done allot of business with them under my other email, ******************** and never had an issue. I don't like being taken advantage of by a lie and lousy customer service representatives!The ******************** never showed and I have witnesses! And pictures as you can see.
Business Response
Date: 09/27/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** Coopers complaint. Wrench was scheduled by ****** ****** to service their vehicle. According to the technicians report, they arrived at 7:36 PM on September 16, 2024. The appointment was scheduled for September 16, 2024 at 7:45 PM. Wrench does inform customers that technicians may arrive up to 30 minutes before the scheduled appointment time.

After arriving, the technician attempted to contact ****** ******, but was not able to connect with them. Wrench will charge a minimum service fee or cancellation fee if the technician arrives at the vehicles location, but is unable to service the vehicle. Wrench charged ****** ****** a cancellation fee because the technician arrived at their vehicles location within the appointments window time, but was unable to service the vehicle. Wrenchs Terms and Conditions can be found at ***********************************************;

Wrench considers ****** ****** a valued customer and is providing them with a refund for the cancellation fee. A refund of $150.00 is being processed and should appear in ****** Coopers account within 7 to 10 business days. If ****** ****** has any questions about the refund, they can contact Wrench at ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:09/03/2024
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 found this company through my car finance company when I signed up for a maintenance package. I almost canceled the package and looking back I wish that I had. The first few times I made appointments the mechanic did not show, and it was very hard to get ahold of anyone on the phone to remedy the situation.This is not the main reason for my complaint today though. This time my issue is way more frustrating,on 5/27/2024 YourMechanic serviced my vehicle, I paid for both my front and rear brake pads to be replaced, I asked about having the rotors done as well but was told that was not necessary.3 months later (8/31/24) I took my car in to get my car checked out at a different shop because I felt a grinding and pulsing in my steering wheel (they said I needed rotors most likely) Upon replacing the rotors they had to replace the brake pads as well. They told me that my rear brake pads had not been replaced whatsoever ( they were worn down COMPLETELY no way from only 3 months of wear) and that the front pads were already cracking. So here i am only 3 months after paying for my brakes having to pay for them ALL OVER AGAIN.I have spent HOURS on the phone trying to reach someone at the company with no luck whatsoever.I would love to get my money back for the entire service if possible if not then just the cost for the rear pads that were not changed.The mechanic that just replaced everything wouldn't let me take the brake pads as proof since they're hazardous material but I did get pictures of all the brake pads that were removed from YourMechanics service performed on 5/27/24.I do have receipts for everything I paid $578.24 to yourmechanic for these services.
Business Response
Date: 09/13/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ********** ****** complaint. Wrench was scheduled to replace the front and rear brake pads on Christiana ****** vehicle. Wrench arrived on May 27, 2024 as scheduled and replaced the brake pads as requested.

On September 10, 2024, Wrench was informed of the issue with the brakes on ********** ****** vehicle. According to the services provided by the other shop, defective brake rotors caused the brake pads to go bad. Wrench was only scheduled to replace the brake pads, not the brake rotors. Included with this response is an image of the original brake pads removed from ********** ****** vehicle.

********** ***** took their vehicle to another shop without providing Wrench an opportunity to diagnose and correct the issue first. This is a violation of Wrenchs warranty terms. Per Wrenchs warranty terms, If either the materials provided or the work performed in the Services has a defect within the Warranty Period, you must contact Wrench **** so that we can first diagnose or repair the problem before taking your vehicle to a person not scheduled and processed through the Wrench Platform. Doing so will void your warranty. Wrenchs warranty terms can be found at *************************************************;

Wrench is declining to provide ********** ***** a refund for the services provided on their vehicle on May 27, 2024. If ********** ***** has any questions about their service, they can email Wrench at ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:09/03/2024
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.
In May 2024 we were out-of-state when my car broke down. Yourmechanic changed out an alternator on my 2015 Honda Pilot. After I got the car back home on Aug 22nd, 2024 I had to take my car to a mechanic near me because my car was making a loud noise. It was determined that the pully/clutch of the altenator had gone out. I started trying to call yourmechanic on Aug 22nd. I sat on hold for an hour, more then once, without getting anyone on the call. On Aug 25th, I emailed the company with no response. I emailed a total of 5 times from Aug 25- Sept 2nd. I got no response to any of my emails until Sept 2nd, when I was told the email had been forwarded on to the correct department.On Aug 27nd, after calling more times then I can count, I finally got through to someone who said my email had been received from two days prior. They assured me someone would get back to me within 48 hours. It's now 6 days later and I still have not heard from anyone. It has been almost 3 weeks since my car problem started. I had to pay a mechanic to replace the alternator that yourmechanic replaced three months ago. I am sure they are going to try to say they wont refund my money because I didn't let them look at the issue. But I couldn't wait three weeks or who knows how long until they got back to me to look at my car. Their response time is unreasonable.This is a sham of a company who takes advantage of people. I have paid over $1,000 for an alternator repair. After seeing all the other complaints, this company should be shut down.
Business Response
Date: 09/12/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************* complaint. Using the information provided, Wrench was unable to locate an account associated with ***********************. If *********************** can provide more specific account information or a reference number from the service Wrench provided, Wrench would be happy to look into this further.

*********************** may also contact Wrench at ****************************************** for assistance.

Thank you,
Wrench
Initial Complaint
Date:08/27/2024
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.
Subject: Complaint Against YourMechanic.com / Wrench for Damaged Vehicle, ****************************** and Warranty Breach To Whom It May Concern:I am writing to file a complaint against YourMechanic.com / Wrench for their poor service, lack of response to my concerns, and failure to honor their advertised warranty. In April 2024, I scheduled a service with YourMechanic.com / Wrench to replace the battery in my vehicle. After the service, I discovered that the technician failed to properly reattach the fender cover that protects the battery, resulting in its loss.Immediately after the service, I contacted YourMechanic.com / Wrench via phone and email to report the missing fender cover and request a resolution. Despite multiple attempts, I have received no response from their customer service team.Furthermore, the brand-new battery they installed has already failed, leaving me stranded and requiring my car to be towed to a repair shop. I now face additional costs for towing, a new battery, labor and possible storage fees waiting on a solution from YourMechanic.YourMechanic.com / Wrench advertises a 12-month/12,000-mile warranty on parts and labor, yet they have completely ignored my issue from April, and are now stating they are unable to complete warranty services because my vehicle was towed to a shop and it is on their lot. Their suggestion was to pay an additional tow cost to have it towed back home so one of their mechanics can inspect before possibly offering coverage. I am deeply frustrated by their lack of accountability and customer service.I expect ********************** / ********************** to:Reimburse me for the cost of the new battery, tow, and labor incurred at the shop.Compensate me for the missing fender cover or replace it.Honor their 12-month/12,000-mile warranty and improve their customer service by responding to and addressing complaints in a timely manner.Thank you for your attention to this matter.Sincerely,LL
Business Response
Date: 09/06/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ********************* complaint. ******************* scheduled Wrench to replace the battery on their vehicle. No diagnostic was scheduled prior to replacing the battery. Wrench arrived on April 10, 2024 and completed the requested service.

On August 27, 2024, ********** reported to Wrench that their vehicle wasnt starting and that it was parked at another shop. ********** was advised that Wrench could not perform a diagnostic or repair if their vehicle is parked at another shop. No pre-warranty diagnostic or repair was scheduled.

Wrench contacted ********** on August 29, 2024 regarding the warranty status of the battery replacement. Wrench informed ********** that no diagnostic or repairs can be performed on their car while parked at another garage. ********** declined to move their vehicle to a location where Wrench could access it.

According to Wrenchs Terms and Conditions, it is a customers responsibility to provide a suitable location for the job, and to ensure that the technician has proper access and permission, and is legally authorized to complete the job at the location. A copy of Wrenchs Terms and Conditions can be found at **********************************************;

Wrench is declining to provide ********** a refund. Per Wrenchs warranty terms, after receiving vehicle services, if a customer takes their car to a person not scheduled and processed through the Wrench Platform to diagnose or repair a problem believed to be associated with such ***************** without giving Wrench the first opportunity to inspect and remedy the problem, will void the warranty. Wrenchs warranty terms can be found at ********************************************. If ********** has any questions regarding the service they received, they may email ******************************************.

Thank you,
Wrench
Customer Answer
Date: 09/06/2024

Complaint: 22203288

I am rejecting this response because: the policy states that repairs will be completed under warranty at no additional cost. The site also does not mention not being able to inspect the car anywhere.
They offered no assistance with getting the vehicle to another location, which is clearly an additional cost unless their customers car stops working at home.
I offered them first opportunity to fix the issue and unlike their claims on their website there was no solution that did not involve additional costs to me the consumer to make a claim under their warranty.

Sincerely,

*******************
Initial Complaint
Date:08/22/2024
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 my alternator replaced by Tinashe an employee of YourMechanic. It was replaced approximately 5 weeks ago and has already failed. I have tried multiple times to contact this business regarding my warranty. They will not answer the phone or emails. The alternator has failed less than 2 months of it being replaced. I need a refund for services or I need a mechanic to actually get me a working alternator
Business Response
Date: 08/31/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** Willinghams complaint. ****** ********** informed Wrench of an issue with the alternator that was replaced on their vehicle by Wrench on July 9, 2024.

****** Willinghams warranty claim was filed on August 22, 2024. Wrench performed a pre-warranty diagnostic on August 24, 2024 and confirmed the alternator needed to be replaced. Wrench did not charge ****** ********** for the appointment.

Wrench returned on August 29, 2024 and installed a different alternator on ****** Willinghams vehicle. After installing the alternator, Wrench confirmed the vehicle was operating properly. ****** ********** was not charged for the repair. If ****** ********** has any questions regarding the recent repair on their vehicle, they may contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 09/04/2024

Complaint: 22178611

I am rejecting this response because: I was still charged $150 for an inspection which you all said would be free if you found the issue was failure on your part. Ive spoken to your less than stellar CSR & warranty team and they told me to email the hi@yourmechanic email with proof. Sent proof. No response. I even emailed their cs email hoping to get a response before I replied to this. Still nothing.

Sincerely,

****** **********
Business Response
Date: 09/18/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** Willinghams rebuttal. ****** ********** was not charged for the diagnosis. Wrench provided a refund for the charge on August 25, 2024. The refund takes up to 7 - 10 business days to show in their account from the day it was issued. If ****** ********** still sees the charge on their account, they will need to send Wrench a copy of their current statement which shows the charge. ****** ********** can email additional evidence or questions to ********************************************************************.

Thank you,
Wrench
Initial Complaint
Date:08/22/2024
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.
Book an appointment and just like everyone else said the mechanic flaked and then moved the appointment on a different day. Without my knowledge construction was going on the day they booked it and instead of saying anything to me or trying to reschedule they charge me 150. Instead of trying to move the appointment again for something out of my control they move it to a horrible day then on the dont even do the job and then charge me 150
Business Response
Date: 08/31/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****************** complaint. Wrench was scheduled to replace a part on ****************** vehicle. Due to unforeseen circumstances, the technician was unable to arrive at the original appointment time and ****************** appointment was rescheduled.

Wrench arrived on August 21, 2024 to complete the requested service, but the property management did not allow Wrench onsite to work on the vehicle. Customers are responsible for making sure their vehicle is in a safe location where Wrench has permission to service it. This can be found in Wrenchs Terms and Conditions located at ******************************************************. Since the vehicle was parked in a location Wrench did not have permission to work, the appointment was canceled and a cancellation fee for $150.00 was charged.

Wrench is declining to provide a refund. If ***************** has any follow up questions regarding their appointment, they may contact Wrench at ******************************************.

Thank you,
Wrench
Initial Complaint
Date:08/18/2024
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 had a diagnostic done yesterday on 8/17/2024. I had to pay $150 for the diagnostic although I was still under warranty through *******. The mechanic came out, told us that hes getting a cylinder 3 code on the code reader and that I need new brakes. He left and immediately tried calling your mechanic to tell them that they need to call silver rock so they can put a claim in for me so I can get all the repairs and the diagnostic done through the warranty. I tried calling 10 times for 20 mins each time, no answer. Tried calling today 5 different occasions no answer. Tried emailing, no answer. The mechanic that came yesterday left the code reader compartment open, the car smelling like alcohol and the part of the engine unplugged so our car wouldnt start this morning. Horrible experience. Now Im out $150 from the diagnostic and not a working car. Horrible service. Noones answering there phone,emails and I even tried ******** too. No reply.
Business Response
Date: 08/28/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ***** ******* complaint. ***** ****** scheduled an appointment online at ************************** to diagnose an issue with the vehicles idle. Wrench arrived on August 17, 2024 and completed the requested service. A service report and recommendation for repairs was provided to ***** ****** after the service was completed.

When ***** ******* appointment was scheduled, it was not indicated that a third party warranty was being used. Wrench will begin the claims process with their warranty provider and contact ***** ****** to follow up on the recommended repairs.

Thank you,
Wrench
Customer Answer
Date: 08/29/2024

Complaint: 22160595

I am rejecting this response because:
When I called to make an appointment I did clarify that I had a warranty under SilverRock. The guy who came out to look at my car had been drinking and was sweating all over the place. He also left all of my spark plugs unplugged and unlocked. Which left the car sounding loud as ****, who knows what else he left unplugged. He also left the box to the fuses open. He also was promoting himself giving us his own personal number so we can do business with him instead of yall. I think my service that I received was horrible and not only that theres no one answering phone calls or emails at all. I tried calling a week straight and leaving voicemails and no one ever answered or returned my calls. What type of business is this?
Sincerely,

***** ******
Business Response
Date: 09/12/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ***** ******* rebuttal. Wrench does not have a record of any disruptions with their phone lines recently. If ***** ****** called within Wrenchs operation hours, then their call would have been answered almost immediately or after a short hold. Wrench will be looking into why ***** ****** was unsuccessful with reaching Wrench by phone.

Wrench is happy to assist ***** ****** with their claim. A representative from Wrench will reach out to ***** ****** to discuss the next steps to their claim. ***** ****** may also reach out to Wrench by phone at ************ or email at ****************************************** with any questions they have.

Thank you,
Wrench
Customer Answer
Date: 09/12/2024

Complaint: 22160595

I am rejecting this response because:
I have called that number multiple times and I have emailed that email multiple times. I have attached a email that I still havent had any reach out to me still. I still havent had anyone reach out to me even with this complaint on here. So you guys only respond on here, thats it? No email, no phone. I even went through the prompts on the phone and acted like I was trying to set up an appointment and u guys still werent answering the phone. I dont think theres going to be a resolution with this which Im very disappointed with. How can a company still be in business if this is how they treat their very own customers?

Sincerely,

***** ******
Business Response
Date: 09/24/2024
Hello,

Wrench has reviewed ***** ******* rebuttal. Wrench has been working with ***** ******* warranty provider regarding their vehicles repair. ***** ******* warranty provider agreed to cover the cost of the diagnostic. Wrench has initiated a refund for $150.00. ***** ****** should see the refund in their account within 7 - 10 business days.

Wrenchs recommended repairs cannot be performed by a mobile mechanic. Wrench informed the warranty provider of this when submitting the claim. Wrench recommends ***** ****** contact their warranty provider to discuss the next step with their vehicles repair. Wrench contacted ***** ****** by phone and left a voicemail informing them of the resolution. If ***** ****** has any questions, they may contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 09/24/2024

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:08/15/2024
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 had a valve cover gasket replaced April 5, 2024 and it wasn't done according to Tire Plus and ********* I called and emailed YourMechanic.com for a supervisor to reach out to me to resolve the problem and they did not reach out. I went to Tire plus to have sparks plugs / tune-up done on my car and they explained that my valve cover gasket was leaking oil and that had to be resolved before a tune-up. I am requesting a refund of $228.25 because Your Mechanic did not bother to call and they stated it would cost me $155 for them to come out. The tech ***** who supposedly done the work was rude and very disrespectful. He also did not connect a plug that left all the dash board lights on. I called him and explained the problem he stated he was on his way to me and he lied. I do not trust Your Mechanic to do anything to my car due to Lamars behavior and not doing the job that I paid for.
Business Response
Date: 08/25/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* ******-******* complaint. ******* ******-****** requested a repair online from YourMechanic.com on April 2, 2024 and scheduled an appointment for April 5, 2024. No diagnostic was requested prior to the repair. When preparing the parts for ******* ******-******* vehicle, a different valve cover gasket needed to be ordered. Wrench called ******* ******-******* on April 3, 2024 to approve the new parts and price increase. ******* ******-****** agreed to the price increase.

******* ******-****** called Wrench to report that the check engine light was illuminated after the repair was completed. Wrench offered to schedule a pre-warranty diagnostic to verify the issue, but ******* ******-****** declined.

Wrench offers a 12-month and/or ****** mile warranty for repairs. If another shop repairs or replaces parts Wrench has already serviced, the warranty will be void. A copy of Wrenchs warranty can be found at *************************************************; ******* ******-****** has informed Wrench that their vehicle was taken to another shop for repairs. Since ******* ******-****** has voided their warranty, Wrench is declining to offer a refund. If ******* ******-****** has any questions about the service, they can contact Wrench at ********************************************************************.

Thank you,
Wrench
Customer Answer
Date: 08/25/2024

Complaint: 22149670

I am rejecting this response because: I reached out to your mechanic via email and phone call to have a manger/supervisor to contact me before going to another shop. Your Mechanic failed to reach out to me to resolve the issue. I was told by the representative that I would have to pay $155 for them to come out to look at my car.
If the repair was done I would not have had to go to another shop. ***** ****** was angry, rude and unprofessional because I was standing outside. He purposely did not do the service that I paid for. He did not connect a connector nor fix the valve cover gasket with 25 years as a mechanic you would think he would have done the job correctly with no mistakes.
This is the second time I've had YourMechanic to come and look at the same issue and the other mechanic stated it was nothing wrong with my value cover gasket and I was charged for the visit. Your Mechanic is unprofessional and refuse to take accountability for there sketchy mechanics. Why would I have a 3rd mechanic to come and make matters worse.
I had no choice but to but to allow another "professional" mechanic repair the value cover gasket in order to get the tune up I went in for to find out the value cover gasket wasn't done.
I think any judge would agree with me after dealing with Your Mechanic twice for the same issue and hearing the recording of ***** ****** unprofessional behavior.
Sincerely,

******* ******-******
Business Response
Date: 09/10/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* ******-****** rebuttal. Wrench offered to schedule a pre-warranty diagnostic for ******* ******-******* vehicle the same day they reported the issue. ******* ******-****** declined Wrenchs appointment offer.

******* ******-****** informed Wrench that their vehicle was taken to another shop for repair which has voided their warranty. Wrench has declined to provide a refund for the appointment on April 5, 2024.

Thank you,
Wrench
Customer Answer
Date: 09/11/2024

Complaint: 22149670

I am rejecting this response because: I was told it would cost me $155 for someone to come out. I ask for a supervisor to call and no one called. You are unprofessional and your company and mechanics are sketchy.

Sincerely,

******* ******-******
Business Response
Date: 09/24/2024
Hello,

Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* ******-******* rebuttal. During the pre-warranty diagnostic, if Wrench determines their vehicles issue is not related to the original service, the customer will be responsible for the appointment cost. Wrench will not charge for an appointment until liability of the issue is determined. Liability is not determined until after Wrench inspects the vehicle.

Per Wrench warranty terms, You will be charged for one hour of labor fees if a service call is made under this Limited Warranty for an alleged defect determined not to be the result of a defect in materials or workmanship of the ***************** You must pay for any non-warranty service ordered at the same time as any warranty service. Wrenchs warranty is located at **************************************************;

When Wrench spoke to ******* ******-****** about scheduling a pre-warranty diagnostic, they declined to schedule an appointment. ******* ******-****** is welcome to email Wrench at ****************************************** with any additional questions they may have.

Thank you,
Wrench
Customer Answer
Date: 09/25/2024

Complaint: 22149670

I am rejecting this response because: shady business need to go out of business. no response is needed.

Sincerely,

******* ******-******

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