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:07/12/2024

  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.

  YourMechanic sent a technician to service my vehicle on 7/10/24, I paid for a brake pad replacement, brake rotor replacement (both front and rear) and a brake system flush.The vehicle drove fine for about **************************************************************** the front brakes. A visual inspection indicates that the brake pad clip broke or was not installed correctly on the front passenger wheel. The wheel is already showing damage on the inside from the brake pad striking and grinding against it. The vehicle is sitting in my driveway and is not drivable.I have tried several times to contact YourMechanic in the last 24 hours with not a single instance of success. Their customer service number is not appearing to answer calls, I have sat on hold for hours and not a single human has answered my call. I have not received a human reply to an email inquiry, even the ***************** email link does not work so I have no way of reporting the incident at all. I spent almost $1,000 and my vehicle is in worse shape than prior to the service.At this point, without any human communication from YourMechanic, I am going to have to pay someone else to come fix the damage and inspect that any of the work was done properly and safely. I am requesting a refund of my invoice of $978.05.

  Business Response

  Date: 07/22/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed *********************** complaint. Wrench was scheduled for a brake service. Wrench arrived on July 10, 2024 and completed the requested service. ********************* informed Wrench of the noise coming from the brakes. Wrench has reached out to ********************* and a pre-warranty inspection has been scheduled to inspect the issue.
  
  If ********************* has any questions about their upcoming appointment, they can contact Wrench by email at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21981350
  
  I am rejecting this response because:

   

  I still have an undrivable vehicle, over two and a half weeks since my brake service. The mechanic stated at the warranty inspection that my front brake is missing the caliper bolt, which he admitted it had when he performed the initial service, but I am now being told that the bolt needs to be ordered and customer service will have to follow up with me.

  This is unacceptable, I can not have my vehicle sitting and not able to drive for another week. Ive also been charged $180 to my credit card even tho the mechanic admitted that this was covered under my warranty claim.

  This is some of the most egregious lack of customer service and responsibility Ive ever seen. I am again requesting an immediate fix to my issue, an immediate refund of the $180 warrant inspection fee that should not be on my credit card, and a refund of at least part of the initial service to cover the hassle of losing my vehicle for multiple weeks.

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

  Business Response

  Date: 08/07/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed *********************** rebuttal. Wrench cannot control the delivery time for parts, but will work with ********************* to complete the repair as soon as they are. Wrench will contact ********************* to follow up on the repairs.
  
  Wrench pre-authorized the amount of $179.99 on July 27, 2024 prior to working on *********************** vehicle, but Wrench did not charge ********************* for the appointment. If ********************* still sees a pending charge on their account, they can contact Wrench at ****************************************** for assistance.
  
  Thank you,
  Wrench

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21981350
  
  I am rejecting this response because:

  Wrench/YourMechanic did remove the ****** pre-auth. That is the only positive thing I can say about this experience. 
  
  
  The excuse about not controlling time to order parts is a joke, they still have not even contacted me since the warranty appointment, so we havent even discussed ordering the part or scheduling an appointment to make the fix. It has been almost two weeks since the warranty appointment, Ive called several times and I can not get in touch with the warranty department, and I have not been contacted to order the part or establish an appointment to fix my vehicle.
  
  
  It should also be noted that a missing brake caliper bolt is a safety issue, this isnt an annoyance or a nuisance, this is a serious issue that can cause an accident leading to death if it cuts the brake line because of the missing bolt. Wrench/YourMechanic has shown zero concern or urgency to fix the situation, only complete indifference.
  
  
  It has been almost a month since the original appointment and at this point I ordered the part out of my own pocket and I now have to pay someone else to come fix my vehicle because I can no longer afford to let my vehicle sit undrivable and affect my schedule. 
  
  
  Let me clear, I have used this company multiple times for several vehicles over the years. I will never use them again, and I urge anyone who values safety and transparency to avoid doing business with them. In my opinion, they are incompetent at best, and possible bordering on negligent and fraudulent at worst. This experience has been an absolute customer service disgrace. 
  
  
  I am again demanding at least a partial refund of my original service price to compensate for the loss of use of my vehicle for almost a month at this point. I will not accept any resolution from this company that does not include direct contact with me, or at least a partial refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/24/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed *********************** rebuttal. Wrench reached out to ********************* and offered to replace the brake caliper bolt at no charge. ********************* did not accept the appointment offer. Wrench is declining to provide a refund. If ********************* would like to schedule the brake caliper bolt replacement, they can contact Wrench at ****************************************** for assistance. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 21981350
  
  I am rejecting this response because:

  Today Is August 23rd. This has been an on-going issue with Wrench since the week of original service on July 10th.

  Wrench did eventually reach out on August 16th, to schedule a replacement appointment, weeks after the original appointment, and weeks after the warranty appointment when the missing **** was discovered. 
  

  No customer can reasonably be expected to sit for weeks with an unsafe and undrivable vehicle while a business like Wrench refuses to act in a timely manner.

  I eventually had to pay another service to safely repair my vehicle so I could get it back on the road.

  Once again, I urge anyone looking at using Wrench to avoid them if you prioritize vehicle safety, not to mention the complete lack of customer service shown from this business. 
  

  I continue to refuse the response from Wrench because I paid full price for a service that they admittedly did incorrectly that resulted in an unsafe and undrivable vehicle for several weeks, and they have not still not offered any sort of refund to compensate for loss of use of the vehicle over that time.

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

• Initial Complaint

  Date:07/10/2024

  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 hired ******* off of your mechanic, he was supposed to come to my house to replace my cars alternator and alternator belt, the first two times he never showed up and cancelled on me because he was missing a spare part, and they charged me 150$ both times. He put a refurbished alternator in when I paid for a new one, the new alternator he put in is charging less than the alternator I originally had according to triple A when it broke down the day after he fixed it. The third time he never showed up to evaluate his work and they charged me $150. My bank wont let me do a chargeback on services not revived and the business wrench your mechanic wont issue a refund. I have multiple disputes on file with them for the mechanic not showing up. They promised me this time he would come and he didnt and they charged me 150 again.

  Business Response

  Date: 07/25/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** complaint. Wrench was scheduled to replace the alternator on ***************** vehicle. No prior diagnosis was scheduled with Wrench. Wrench arrived on June 10, 2024 with an alternator ready to be installed, but the service could not be completed as requested. After the technician started working on the vehicle, they determined that a drive belt tensioner was needed to complete the repair. Since Wrench was not scheduled to diagnose the vehicles condition prior to the repair, Wrench was unaware the part would be needed to complete the service. Wrench offered to reschedule the appointment with no fee, but ******************************* requested to cancel it. 
  
  Wrench arrived at the vehicles location ready to complete the requested service, but could not since additional parts were required to complete the repair. Per Wrenchs Terms and Conditions found at ******************************************************: There may be instances where, after a Technician has arrived at your location, the Technician finds that he or she is not able to successfully complete the Job, for reasons including, without limitation, that the Technician does not have access or permission to work on your vehicle at the location you provided, that the location is not fit for automotive services (e.g., unsafe location or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete (e.g. wrong vehicle information or vandalized car). In such instances, you may be charged a minimum fee or Late Cancellation Fee.
  
  Wrench charged ******************************* a cancellation fee of $150.00 which was applied as a credit on their account and could be used on another appointment.
  
  ******************************* rescheduled Wrench to replace the alternator and drive belt tensioner. Wrench arrived on June 20, 2024 and completed the repair. The $150.00 credit from the previous appointment was applied to this appointment.
  
  After ******************************* notified Wrench of the issues they were experiencing with the vehicle, a pre-warranty diagnostic was scheduled. On July 10, 2024, Wrench traveled to the same destination as the prior appointments to diagnose the vehicle. Wrench was unable to contact ******************************* after arriving at the destination so the vehicle could not be diagnosed. Wrench canceled the appointment and charged ******************************* a cancellation fee of $150.00.
  
  As a courtesy, Wrench is refunding the cancellation fee of $150.00 that was incurred on July 10, 2024. The refund will appear in their account within the next 7-10 business days. If ******************************* needs to schedule a pre-warranty diagnostic for their vehicle, Wrench would be happy to come out and inspect their vehicle. ******************************* can contact Wrench by phone at ************ or by email at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:07/07/2024

  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.

  Started on 4/29/24. I had them come out to see why my Audi Q5 was not starting. The first mechanic was not able to perform a full diagnostics on it being that it wouldnt start. He suggested I purchase a new battery And install it then make another appointments. They cancelled countless time. Switched mechanics I has intentionally booked with out. Notice. Finally they diagnose my car with having water in the fuel tank. Estimate was drawn up was about $2000. I scheduled an appointment to have the new fuel pump put on and I was told that they did not have the parts so I needed to purchase the additional parts that were needed for the vehicleThe appointment was canceled several times before it actually occurred, I was told by the mechanic that they were not gonna use my parts that I could return them that they had the parts to do the job. . He had me go get gas after I saw the fuel pump and had me started up. He started it up and it was so he suggested I get other things done. after he after he left, I noticed that the fuel gauge was reading full when Id only put in like 2 gallons. my car still would start but was idling rough and would stall. They required another mechanic come out to confirm the work was done and done properly. He confirmed that the fuel pump was not installed correctly nor put together correctly on top of the fact, he never emptied the water that he claims was in the tank, they were unable to fix my vehicle they towed to another mechanic to fix their screwups and promised they would cover the cost. My vehicle is still there They have yet to pay the bill they have yet to make this right They are next to impossible to get a hold of its been over in month of me calling everyday along with the mechanic shop calling with no return call email nothing! No communication do not go there do not use their services. They will rip you off. They will steal your money ,not only do I not have a fixed car, but I dont even have a car Please help

  Business Response

  Date: 07/16/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ****** Bussards complaint. *************************** scheduled Wrench to diagnose the reason their car wasnt starting. Wrench arrived on April 25, 2024 to complete the diagnosis. Wrenchs technician could not complete the diagnosis, but recommended a battery. After the battery was replaced by ***************************, Wrench returned on April 29, 2024 to complete the diagnostic and recommended additional repairs. Wrench returned on May 8, 2024 and completed the recommended repairs. Wrench also returned on May 9, 2024 to perform unrelated maintenance services on the same vehicle.
  
  After *************************** informed Wrench of the issues they were having with their vehicle, Wrench offered to schedule a pre-warranty inspection to diagnose the problem. Wrench arrived on May 15, 2024 and completed the pre-warranty inspection. Wrench confirmed there was an issue with the fuel pump. Since the recommended repairs were not mobile technician friendly, Wrench covered the cost of towing their vehicle to a shop to perform a more in depth diagnostic and potentially repairs.
  
  After ****** Bussards vehicle arrived at the shop, they completed an inspection and repairs on the vehicle. Before towing the vehicle, *************************** was informed that Wrench would need to review a service report from the shop before approving any repairs. Since the repairs were approved before Wrench could review a service report, the limited warranty was void. The terms of the warranty can be viewed at *******************************************.
  
  Wrench has been working with *************************** to resolve the issues on their vehicle. After speaking with ***************************, Wrench came to an agreement with them to reimburse a portion of the repairs that were already completed. If *************************** has any questions regarding the reimbursement, they are welcome to contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21951978
  
  I am rejecting this response because: Its not a legitimate fair offer and the time line and details of the events were completely incorrect in your response to me. I  have lost the possession  of my  Audi because of the unpaid balance that your company promised and agreed to pay for  which has not  happened   Leaving me with no vehicle,   I want enough to cover the cost of damages yall caused plus because of the amount of time it has taken, the theft of Services, the improperly  installed fuel pump, the improper documentation on the mechanics notes, and the inability to get in touch with management to correct the problems and mistake your mechanics Services.  or my car completey fixed running correctly   That not to much

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

• Initial Complaint

  Date:06/26/2024

  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.

  Booked an appointment for a car repair and was told repair could not be performed, order was canceled, but the communication chat stopped working before I could ask anything.The job was cancelled by YourMechanic and I was charged the cancellation fee of $150.I would like to have the money refunded, as it was cancelled by the company, not me.

  Business Response

  Date: 07/06/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** complaint. ********************* requested service from Wrench for their vehicle. June 23, 2024, the night prior to the appointment, ********************* informed the technician that they had already attempted repairs on their vehicle. On June 24, 2024, the morning of the appointment, the technician informed ********************* that they would not be able to move forward with the repairs. The decision was based on the information ********************* provided about their vehicle. When the appointment was canceled, a cancellation fee of $150.00 was charged. 
  
  If an appointment is canceled within 48 hours of their appointment time, a cancellation fee may be applied. This is stated within Wrenchs Terms and Conditions located at: *******************************************************. As a courtesy, Wrench is providing a refund of $150.00 for the cancellation fee. ********************* will see the refund in their account within 7 - 10 business days. If they have any questions about the refund, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21906205
  
  I am rejecting this response because:

  - there is no open chat communication before 24 hours of the appointment with the mechanic, therefore, how it is only acceptable 48 hours for cancelation.

  - it is nowhere clear that an attempted repair is not acceptable, it doesnt even make sense. A broken vehicle is a broken vehicle, anything can be replaced or repaired at a cost.
  

  - the cancelation was initiated by YourMechanic, there was no visit, nothing was attempted. 
  

  To summarize, it was just an easy way to make $150 without any effort.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/18/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** rebuttal. Wrench offers multiple options for customers to contact them. Those contact options can be found at *********************************************;
  
  Providing a correct diagnosis on a car after other technicians have worked on it can cause complications. If parts are removed or reinstalled incorrectly, it may cause additional issues on the vehicle or make the diagnosis more difficult to determine. 
  
  As stated in the prior response, Wrench provided a refund for the cancellation fee. The refund for $150.00 will appear in ***************** account within 7-10 business days from when it was issued. If ********************* has any questions about the refund, they may contact Wrench at ******************************************. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/18/2024

   
  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:06/25/2024

  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.

  March 29 2024, I ordered a mechanic to come out and service my vehicle from Yourmechanic.com, the Mechanic *************************** canceled the service because he did not have the correct part (shift interlock solenoid) and I was charged 150$ , I contacted my mechanic and they insured me they can order the part and I can use the 150$ towards the service once they get the part instead of a refund if I wanted. So I agreed because I assumed the job would get done. However when the part was ordered and the mechanic arrived April 16 2024 he informed me the company ordered the incorrect part so he would have to cancel the service, which resulted in me being charged another 150$ for a service that was canceled twice by the mechanic. I have attempted to contact Your mechanic for 2 months now via email request (#******), request (#******), request (#******) and also via Phone. Each time I call they inform me there going to have a supervisor call me back however it has been over 2 months no call and no sign of a refund, Doing business with Yourmechanic has been the worst.

  Business Response

  Date: 07/05/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ******* *****s complaint. Wrench was scheduled to replace the shift selector cable on their vehicle. No prior diagnosis of the car was performed by Wrench and ****************** elected to provide the part for the repair. Wrench arrived on March 29, 2024 to complete the service, but the service could not be completed. The technician inspected the vehicle and verified different parts would be needed for the repair. A quote for the recommended repair was provided to ******* *****. 
  
  Per Wrenchs Terms and Conditions located at ******************************************************::
  
  There may be instances where, after a Technician has arrived at your location, the Technician finds that he or she is not able to successfully complete the Job, for reasons including, without limitation, that the Technician does not have access or permission to work on your vehicle at the location you provided, that the location is not fit for automotive services (e.g., unsafe location or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete (e.g. wrong vehicle information or vandalized car). In such instances, you may be charged a minimum fee or Late Cancellation Fee.
  
  Since the appointment could not be completed as scheduled, ****************** was charged a cancellation fee of $150.00. A credit for $150.00 was also provided to ******* ***** which could be used for their next appointment.
  
  A second appointment for the recommended repairs was scheduled by ******* *****. The $150.00 credit was applied to the new appointment. Wrench arrived on April 16, 2024 with the parts in hand to complete the repair. Wrench attempted the repair, but determined more parts would be needed to complete it. ****************** was charged a cancellation fee, but the fee for this appointment was refunded. During the second appointment, Wrench determined that the repair recommended by the technician could not be completed outside of a shop. 
  
  Wrench considers the charge for the original appointment on March 29, 2024 to be valid. Wrench arrived with the intention to complete the repairs with parts provided by ******* *****. The appointment could not be completed as scheduled and it was canceled according to Wrenchs Terms and Conditions. As a courtesy, Wrench is providing a refund for the cancellation of the March 29, 2024 appointment. A refund for $150.00 will appear in ******* *****s account within 7 - 10 business days. In total, ******* ***** has been refunded $300.00. If ****************** has any questions about their refunds, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:06/22/2024

  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.

  I scheduled my first appointment with Your Mechanic on May 8, 2024 to have my "Power Steering Pump and belt replaced". The technician arrived and after the technician had worked on my car for nearly 3 hours he explained to me that he had the wrong part and that he would need to reschedule the appointment and that I should not drive my car. The repairs were rescheduled by Your Mechanic for May 15, 2024, and the same technician arrived and installed a power steering pump and left. I drove my car the same day and discovered power steering fluid leaking all over my garage floor and there was a loud grinding sound whenever I barely turn the steering wheel. I called Your Mechanic on the same day to inform them and they said that I would need to fole a warranty claim. I requested the warranty claim and they sent a different technician to do an inspection on my car scheduled on May 28, 2024. The new technician confirmed that the newly installed power steering pump they Your Mechanic had installed, was in fact broken and leaking and needed to be replaced; he also stated that the power steerbelt had not even been replaced either. Every since May 28, 2024 and up until today June 22, 2024, Your Mechanic has been putting me off and rescheduling me, only to cancel the appointments informing me that they cannot perform the repairs because they are still waiting on the part. Sometimes they don't have the courtesy to notify me that they have to cancel my Apt. To add insult to injury they have charged my credit card $980 for replacing the power steering pump; this amount is above and beyond the quote that was initially given to me. I contacted Your Mechanic to inquire as to why they maxed out my credit card and essentially caused my credit score to drop, they denied charging my credit card and requested that I email them a copy of my bank statement Everything I think of this experience it makes me cry. Please help me get a resolution.Sincerely,Dissatisfied Customer

  Business Response

  Date: 07/02/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ****************** complaint. ************************* scheduled Wrench to install a power steering pump on their vehicle. No inspection of the vehicle was requested prior to installing the power steering pump. Wrench arrived on May 15, 2024 and completed the service. 
  
  ************************* informed Wrench of the issues with their power steering pump by May 25, 2024. Wrench arrived on May 28, 2024 and performed a pre-warranty inspection and confirmed the cause of the power steering issue. ************************* was not charged for the inspection.
  
  There were delays with receiving the proper parts for **** Guillorys vehicle which caused the repairs to be delayed. Wrench expected to have the parts by July 2, 2024, but Wrench was able to complete all the repairs on June 28, 2024. ************************* was only charged for the power steering belts since they were not a part of the original service. Wrench had already discussed this with ************************* prior to the appointment. 
  
  Wrench does not have a record of charging ************************* $980.00. If they still see the charge on their account, additional documentation will be needed to research this further. ************************* is welcome to email Wrench at ****************************************** if they have any questions about the repair or documentation to share. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21888082
  
  I am rejecting this response because:  CHASE BANK says that there are 3 charges that were made on my credit card from WRENCH/YOUR MECHANIC. These charges are unauthorized and this is considered to be, in my opinion, THEFT.
  

  As a direct result of WRENCH/YOUR MECHANICS charges that were deducted from my credit card without my authorization I now have an "OVER THE LIMIT" NEGATIVE REPORT ACCORDING TO CRECIT KARMA.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/21/2024

  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.

  Mechanic messed up a basic brake fluid service and made it so our vehicle would no longer start. Reaching out to the business to rectify the issue only resulted in multiple ignored emails and voicemails, calling customer service results in long hold times that are then hung up.

  Business Response

  Date: 07/01/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed *********************** complaint. ***************************** scheduled Wrench to service their vehicle. Wrench arrived on June 15, 2024 and completed an oil and filter change and a brake fluid flush. While providing the services, Wrench found two brake hoses leaking fluid and recommended replacing them. Wrench returned the following day, June 16, 2024, and installed the brake hoses.
  
  ***************************** informed Wrench that their vehicle was no longer starting after the service. Wrench did not alter the starting system. Because ***************************** stated that the battery was replaced recently, it was recommended returning to that shop since it may have a warranty for the battery.
  
  Wrench provides a ****** mile and/or 12-month limited warranty on parts and labor. A copy of the warranty can be found at *******************************************. ***************************** did not inform Wrench of the issue with the brakes until after the repair was completed by another shop. Allowing another shop without Wrenchs approval to perform repairs may have void the warranty. In order to determine if their warranty claim is valid, Wrench needs to review the service report from the shop that completed the repair. 
  
  Wrench is declining to provide a refund for past services on the vehicle at this time. After ***************************** provides the service report, Wrench will review it and reconsider a refund for qualified services.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:06/18/2024

  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.

  On May 24, 2024, I had a mechanic (*****) booked through YourMechanic come to my home to replace the front rotors and brake pads (work order *******). The next day, we tried to drive the car and heard noises from the brakes. Thinking we needed the rear brakes replaced, I set an appointment with YourMechanic to get my rear brakes changed. That appointment was set for June 13, 2024 (work order *******). The mechanic never showed up for the appointment and did not respond to my message through the YourMechanic platform. I called the customer service line for ********************** and they tried to call the mechanic. **************** called me back shortly after to tell me they couldnt reach him. I asked if we could set an appointment with another mechanic from YourMechanic and was informed they only have one mechanic (*****) in the area. My appointment was canceled due to no other mechanics working locally for YourMechanic. On June 15, 2024, I took the car to a local mechanic *********** with the thought that I needed my rear brakes replaced. ********* inspected the car and documented that we did not need the rear brakes replaced. Instead, the front brakes were installed backwards. This damaged the rotors and required a replacement. Because YourMechanic installed the brakes backwards, i incurred additional expenses in redoing the work. I attempted to resolve the issue with a call to YourMechanic on 6/15/2024 and was assured I would be contacted within ***** business hours. 48 business hours later, I contacted YourMechanic to get an update. The customer service representative proceeded to state that I voided my warranty by not having the service fix the issue. Given that YourMechanic admitted on 6/13/2024 that they do not utilize any other mechanics than *****, and ***** was a no show, I could not have had a qualified mechanic properly fix these errors from *****. Hes the only mechanic they use! Video of calls, photos and report from ********* available.

  Business Response

  Date: 06/27/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ********************** complaint. Wrench was scheduled to replace the front brake pads and rotors on ********************** vehicle. Wrench arrived on May 24, 2024 and completed the service. 
  
  ***************************** scheduled Wrench to replace the rear brake pads. The technician was scheduled to arrive on June 13, 2024, but they were not able to arrive at the scheduled time. Wrench offered to reschedule the appointment, but ***************************** declined. 
  
  ***************************** notified Wrench that the front brake pads were not installed correctly on June 15, 2024. Wrench was also informed that the repairs needed to correct the issue were already performed. Per Wrenchs limited warranty terms, after receiving ******* Services, if you take your car to a person not scheduled and processed through the Wrench Platform to diagnose or repair a problem believed to be associated with such ******* Services, without giving Wrench the first opportunity to inspect and remedy the problem, the warranty will be void. Wrenchs limited warranty terms can be located at *******************************************.
  
  ***************************** voided their warranty when another shop completed the repairs. ***************************** did not notify Wrench of an issue with their service from Wrench until after the repairs were completed by another shop. Wrench has a large network of technicians. If ***************************** had reported the warranty issue to Wrench prior to having the repair completed by another shop, Wrench could have located another technician from outside their service area to diagnose and complete the repairs.
  
  ***************************** did not provide Wrench an opportunity to inspect or review the inspection results prior to their vehicles repair at another shop. Wrench is declining to provide ***************************** a refund for the brake repair performed on May 24, 2024. Additionally, Wrench has not received the inspection report from *********. If ***************************** has any questions about the prior service, they can contact Wrench at ******************************************.
  
  Thank you, 
  Wrench
  

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21869359
  
  I am rejecting this response because: On June 13, 2024, I was informed by Wrench/YourMechanic that ***** is the only mechanic in your network within my service area. How can I utilize the only mechanic in your network in my service area who installed the brakes backwards.  
  

  Further, it is obvious the business did not read the attached report from ********** It clearly stated the brakes were installed backwards and possibly damaged the calipers in the process. It is an attachment in this BBB complaint! You also would have had it sent to you separately if you ever responded to my multiple phone calls asking for escalation. Due to the size of the file, I cannot attach the recordings of the calls on June 18. However, I was assured you record all of the calls. Your team admitted that there were no other options than to use the mechanic who knew so little about cars as to install brake pads backwards.

  This response from the business is untruthful and shows a refusal to even read the full complaint with attached documents. 

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

  Business Response

  Date: 07/15/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed the rebuttal from *****************************. Neither of the attachments provided are service reports. At the top of each document, it states these are invoices.
  
  Wrench was not informed of the repairs needed to correct the issue until after they were completed. Per Wrenchs limited warranty terms, after receiving ******* Services, if you take your car to a person not scheduled and processed through the Wrench Platform to diagnose or repair a problem believed to be associated with such ******* Services, without giving Wrench the first opportunity to inspect and remedy the problem, the warranty will be void. Wrenchs limited warranty terms can be located at *******************************************.
  
  Wrench is declining to provide a refund at this time. If ***************************** can provide the service reports from *********, Wrench will reconsider the option for a refund. ***************************** can email the service report to ******************************************.
  
  Thank you,
  ******
  Wrench
  

• Initial Complaint

  Date:06/12/2024

  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.

  On May 14th 2024 I made a request to have a water pump and serpteine belt to be replaced on my car for a total of $911 by a company called your mechanic. The company sent out a mechanic for the first appointment with the incorrect parts for the car and charged my debit card in the amount of $511, the rest of the balance was to be payed thru autopay.The company sent out the same mechanic for the second appointment which supposed to be for the correct parts but the mechanic showed up without any parts and charged me for an unauthorized inspection. The company corrected the error and scheduled a third appointment for the mechanic to come back out with the correct parts. The mechanic once again came back out with the incorrect parts for the vehicle and I was told I can not get a refund. I reached out to the company several times and after several weeks and finally got a response and was told I can not get a refund.

  Business Response

  Date: 06/21/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** complaint. Wrench was scheduled by ********************* to install a water pump on their vehicle. Wrench arrived on May 17, 2024 and completed the service. The water pump Wrench installed was missing gaskets from its packaging and the original gaskets were reused in the repair. Wrench offered to schedule a new appointment so new gaskets could be installed. Wrench offered to provide this service at no cost to *********************. 
  
  Wrench returned on May 24, 2024 to inspect a coolant ************************** reported and to install the new gaskets. Before disassembling the vehicle and installing the new gaskets, the technician recommended installing the *** water pump to replace the aftermarket water pump that Wrench installed on May 17, 2024. The aftermarket water pump that Wrench installed was not defective, but Wrench provided ********************* an opportunity to upgrade the part without additional labor costs. 
  
  No repairs were completed on May 24, 2024 and the inspection could not be performed without completing the repairs. ********************* was charged for the inspection, but the charge for $184.99 was refunded.
  
  Wrench provided ********************* a quote to install the *** water pump for their car. Wrench only quoted the price difference for a more expensive part. Wrench did not charge for the labor to install the water pump or the gaskets.
  
  After installing the water pump and the gaskets, the technician confirmed the parts were correct and fit properly. The technician did find a coolant leak coming from the back of the engine. Wrench suspects the engine oil cooler was the cause of the coolant leak.
  
  Wrench is declining to provide a refund for the services that were provided. The repair ********************* requested was successfully completed and the cause of the coolant leak was diagnosed. If ***************** has any questions about the repair, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21837498
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  I am rejecting the company respone because of false information. I took the car to an auto shop and I was told that the water pump was not the right part for my vehicle.  They also stated that the mechanic did not put the serpteine belt on the correct way which caused additional problems. I will provide the details in writing once I pick up the vehicle.

  Customer Answer

  Date: 07/11/2024

   I'm attaching a copy of the work order I recently had done. You can see where the mechanics had to remove and replace the water pump wrench mechanic installed and replace it with the correct one. Also there is a description about the serpteine belt not being the correct belt and installed incorrectly causing dame to the pulley.

  Business Response

  Date: 07/15/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** rebuttal. Per Wrenchs limited warranty terms, after receiving ******* Services, if you take your car to a person not scheduled and processed through the Wrench Platform to diagnose or repair a problem believed to be associated with such ******* Services, without giving Wrench the first opportunity to inspect and remedy the problem, the warranty will be void. Wrenchs limited warranty terms can be located at *******************************************. After informing Wrench that the leak was still present, ********************* did not provide Wrench an opportunity to schedule a pre-warranty inspection to inspect the leak and repair it. 
  
  Wrench is declining to provide a refund. ********************* has already disputed the transaction with their financial institution. If ********************* has any questions about their prior service, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21837498
  
  I am rejecting this response because: I gave the company several opportunities to rectify the problem. I've reached out several times and got no response for weeks. The mechanic came out several times to fix the car and each time he came out with the incorrect parts. 

  I could no longer wait to have my car fixed  by them beacuse I have a job and I was paying Uber $40 a day to get back and forth to work.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I had a diagnostic performed by my mechanic for a 2016 VW Jetta. The mechanic stated that the throttle pedal needed to be changed.The locked in price was $434.31 to be completed on 05/13/2024. This included the labor for $149.I accepted. The mechanic came out and said that the full throttle needed to be changed. So the car was misdiagnosed unless he lied and was trying to get more money. He stated that he is putting in the system what needs to be done to the car and check in a few. I waited a few hours and looked and they had charged me another $149.00??? I complained to them and my bank and they refunded that amount back to my card. I decided not to deal with them any longer because of what happened, along with a previous incident and asked for a refund of the original diagnostic fee back to my card. The car was misdiagnosed and I got nothing. They never refunded the$149 misdiagnosis fee. FYI-they charge a cancellation fee and I had already locked in the price-so I decided not cancel and hoped for the best. Asking for $149 for VW The other incident involved my 2003 ***** civic si. The battery terminals needed to be changed.They quotes me a price of $173.10. This included labor. The guy did not show up on time. I went in my account to get a number and find out what was going on and they had tacked another $74 on it. I tried calling and that did not work so I sent them an email. I stated to cancel the service and refund me if they could not honor the price. The guy showed up a couple of hours later and when I checked the account-the xtra $74 dollars was not there. He fixed the car and left. I ended up going back in their system off of happenstance and lo and behold-they had put the $74 back on the vehicle. That made the price higher than the dealer. I never authorized them to take out that additional money. FYI-stated$78 by mistake in email to them. Asking for $74 for civic. I will be contacting my local government.*********************

  Business Response

  Date: 06/17/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** complaint. ********************* scheduled Wrench to diagnose a check engine light on their 2016 ********** Jetta. Wrench arrived on May 6, 2024 and completed the service. After the service was completed, ********************* was advised the throttle position sensor needed to be replaced. ********************* was charged $149.99 for the appointment. ********************* scheduled the recommended repairs. 
  
  Wrench returned on May 16, 2024 to complete the repair. After the technician arrived, they determined that the throttle body would need to be replaced instead. ********************* was charged for the appointment, but Wrench provided a refund for it. An updated quote for the repairs their vehicle needed was also provided.
  
  Wrench charged ********************* $149.99 for diagnosing their 2016 ********** Jetta and an accurate quote for repairs has been provided to them. Wrench is declining to provide a refund since the originally requested service has been fulfilled. If ********************* still needs repairs completed on their vehicle, Wrench would be happy to assist them.
  
  Wrench was scheduled to replace the battery terminals on ***************** 2003 ***** Civic. When scheduling the appointment, ********************* accepted Wrenchs locked-in booking discount which provided a discount towards the service. After applying the discount, the amount for the appointment came out to $153.10. 
  
  On May 12, 2024, the day of the appointment, additional time was needed to complete the repair and ********************* was charged an additional $74.99. However, Wrench provided a refund for the $74.99. ********************* can expect the refund to appear in their account within 7 to 10 business days.
  
  If ********************* has any questions about their refund or scheduling an appointment, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench