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:11/15/2023

  Type:Billing 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.

   
  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,
  
  ************************* the contract it doesnt say anything about if the appt is cancelled less than 48 hours

  Business Response

  Date: 11/16/2023

  Hello,
  
  Thank you for contacting YourMechanic.  
  
  Upon reading this review, we have refunded $281.00 back to the customer.  This has been done for customer satisfaction purposes only.  Please see our refund and locked-in booking policies at ********************************************************.
  Refunds are processed back to the original payment method and it may take approximately **** business days before the funds are available on the customers card. 
  
  Best regards,
  YourMechanic Team
  **************

• Initial Complaint

  Date:11/07/2023

  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.

  I scheduled service for brake repair and paid $421.43 up front. I canceled the appointment because A friend did the job so I no longer needed the appointment. I was charged a $75 cancelation fee which was fine but I was expecting it to come out of the 421 I already paid! I called to fobs out when I was getting a refund and they proceeded to tell me I was provided credit for future use. What in the actual hell???? I do NOT plan on using this service again especially after this and I will tell everyone to stay clear! There was absolutely NO work done and the mechanic didn't come to my house so there is NO rain why I shouldn't get a full refund minus the cancelation fee. Just give me my money back!!!!

  Business Response

  Date: 11/08/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  The customer received a refund in full yesterday, 11/7/2023.  This was done for customer satisfaction purposes only.  The customer received an email from us confirming the refund as well.  
  
  To provide additional insight as to why the charge was not refunded initially, after the customer booked the appointment, the customer opted into a promotion called Looked-in booking.  When doing so, customers receive a discount for their appointment and agree to receive credit in lieu of a refund if an appointment is canceled.  We would like to reiterate that opting into this promotion is 100% voluntary and it is not required to prepay for an appointment.  
  
  Best regards,
  YourMechanic

• Initial Complaint

  Date:10/24/2023

  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.

   
  Complaint: 20779279
  
  I am rejecting this response because:
  
  Last week I scheduled YourMechanic to come to my home around lunchtime. I repeatedly texted the guy once he was late, only to be told his dog was sick and he was running late. This back and forth lasted until after dinner when he finally showed up at 7 pm and it was dark. He initially was going to replace the master cylinder but when my friend was on speakerphone and told him that was already done, he then said he would cancel that request and put in a new request to save me more money and "really fix" the problem. He said he had to go and get new parts for the repair and would return. He never returned, never responded to texts, and then when I went online to try and reach him the only thing I saw was that he put in a new request for over $500. He canceled, put in a new more expensive order, and then never returned and did no work! Next this i know the company charged me $150 telling me I was being charged a cancellation fee. When I called to complain they told me I could get a credit for $150 if I used their service within the next year. I never rec'd any work, the guy never returned and this is deceptive and fraudulent behavior on the part of this company. When I spoke with a supervisor she told me that "they had been trying to call and reschedule" which is a lie. And if they are calling to try and reschedule, it is indicative of THEM canceling, NOT ME!. It is outrageous and not the first time the company apparently has done this as many reviews I am reading now state. mpany to address the issue, but I have not received a satisfactory response. This is highly unprofessional behavior, and I feel that I have been taken advantage of by the **mpany. I want a refund to my credit card immediately for the amount charged and an apology for the in**nvenience caused. I also let my bank know of this issue and am going to file a **mplaint with a **nsumer watch group in PA

  Business Response

  Date: 10/25/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  We can only find one appointment associated with this account.  On 10/23/2023, the customer booked a brake master cylinder replacement. This was booked without having a previous inspection appointment by YourMechanic.  This was not booked under YourMechanics recommendation. It was booked directly by the customer without ********************** knowing any of the vehicles history.  We did not try to trick the customer in any capacity and this master cylinder replacement booking was done completely online by the customer.  
  
  Ultimately, as the customer mentioned in the original complaint, the customer did not want or need the master cylinder as it was recently replaced.  We are unsure why the customer booked this part to be replaced in the first place.  Ultimately, the appointment was canceled.  The only charge was a $150 late-cancellation fee as it was canceled after the technician arrived at the appointment.  We did not charge $550.
  
  In summary, the customer themselves booked the master cylinder replacement, not YourMechanic. The appointment was later canceled because it did not need to be replaced. The only charge paid to YourMechanic is $150 as a late-cancellation fee.  We did not book, recommend, or pursue a master cylinder replacement to the customer in any capacity.  
  
  We apologize that the technician was late and can confirm he was late. 
  
  Best regards,
  YourMechanic Team
  **************
  
  

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here is the info the company requested 

  Business Response

  Date: 10/19/2023

  Hello,
  
  We have found no account information under the name, email address, and phone number provided by the customer.  Please provide the name, email address, phone number, and appointment number associated with this inquiry.

  
  Best regards,
  YourMechanic
  **************
  

  
  

  Customer Answer

  Date: 10/19/2023

  Here is the info the company requested 

  Business Response

  Date: 10/23/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  On 10/12/2023, the customer contacted ********************** and booked and authorized an appointment for a Coolant Temperature Switch (Sensor) Replacement on a 2014 **** Escape L4-1.6L Turbo. The requested service was completed on 10/16/2023. The requested service does not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue. Immediately after booking the appointment, the customer was emailed written confirmation of the appointment outlining the service requested, appointment details, quoted price, and payment terms. The payment terms of service are publicly displayed on the yourmechanic.com website. The terms explains that at the time of scheduling a job or service, payment is authorized by the customer to be processed on the preferred payment method provided. All charges are final and paid by the customer. Payments are due immediately after completing the requested service or upon cancellation of the appointment requested (if canceled within 48 hours of the appointment start time) after completing the booking process. 
  
  On the day of the appointment, YourMechanic arrived with all the proper tools to get the customers service completed. YourMechanic replaced the Coolant Temperature Switch (Sensor) per the customers request. There were no reported issues that prevented the services from being completed. 
  
  When the claim initially came in, the customer and/or the customers mother declined to let YourMechanic perform a warranty inspection and start the warranty processed as outlined at yourmechanic.com/warranty.  Instead, the vehicle was taken to a third-party shop.  All customers must agree to the warranty terms prior to booking an appointment with YourMechanic and the terms are otherwise available 24/7 on our website.
  
  YourMechanic completed the requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer.   The customer declined to follow the warranty process. The customer is responsible for the full payment and no refund or partial refund is due at this time.
  
  Best regards,
  YourMechanic Team
  
  

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20742705
  
  I am rejecting this response because: As a consumer, I wasn't sure what was wrong with my vehicle, I was making an educated guess.  Isn't this why you contact a mechanic?    And after further review of the website they do the work that needs to be done,   so why didn;t they continue with the work?  just because  I did not know for sure what was wrong with my car?     That's like calling a Doctor and telling him my head hurts and after examination he tells me it really is an issue with my stomach, but won't do the work because I indicated incorrectly my own self diagnosis!!!     The most ridiculous statement I have heard from a company!  
  
  Sincerely,
  
  *************************sleading to a consumer. simple requesting fund be returned to me!

  Business Response

  Date: 10/18/2023

  Hello,
  
  Thank you for contacting YourMechanic.  The customer did not initially book an inspection. The customer booked a clutch switch for $313.07. Ultimately, the clutch switch was not the correct part replacement/repair the customer needed.  As such, the customer was charged an diagnostic fee as outlined and agreed to at **************************************************************; The diagnostic fee for the customers area was $159.99 plus tax.  By doing this, we saved the customer money by not moving forward with an unnecessary repair the customer initially booked without having an inspection done by YourMechanic first.  
  
  We cannot and do not guarantee that we can do all repairs in all areas.
  
  Without the dispatched mechanics services, the customer would not know what repairs to take on for the vehicle. The customer is aware that they are responsible for the full payment and no refund or partial refund is due at this time.
  
  Best regards,
  YourMechanic Team
  **************
  
  

  Business Response

  Date: 10/25/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  At YourMechanic, customers have options when booking services.  If they are not sure what they need, they can book an inspection.  If they want a specific part replaced, they can book a part replacement.  If the customer chooses the latter, they have responsibility for the mechanics time if they chose an part that is not the right repair for the vehicle. They will be subject to either a cancellation fee or a diagnosis fee.  Our technicians time has value and we are not responsible for a customer booking the wrong service.  By only charging a diagnosis fee when this customer booked the wrong part, we saved the customer money and stopped an unnecessary part replacement. All of this is expressed in our terms of service which all customers agree to when they book an appointment with YourMechanic and is otherwise available at ********************************************************.
  
  Best regards,
  YourMechanic Team

• Initial Complaint

  Date:10/10/2023

  Type:Billing 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.

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

  Business Response

  Date: 10/12/2023

  Hello,
  
  Thank you for contacting YourMechanic.  We have closed the customers account.  
  
  Best regards,
  YourMechanic Team
  **************
  
  

• Initial Complaint

  Date:10/03/2023

  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.

   
  Complaint: 20691090
  
  I am rejecting this response because:

  When on the phone with the customer service rep, I was never told there would be ANY additional fees/penalties for cancelling.  I was ONLY told that what I had already paid ($144) would be credited to my account for future use.  Since you record the conversations, you should have access to the audio.  In addition, the mechanic should have had everything needed to complete the job without need for further parts.  I hired him to replace the output shaft seal.  There was nothing prohibiting him from completing that job when he arrived on-site.
  
  Sincerely,
  
  *****************

  a VM.September 26th at 12:53PM, I receive a call from company customer service. They inform me that because I was "requesting additional inspection services", it would be another $100. I clarified that I was not interested and did not understand why mechanic had left without performing the service I paid for. They said mechanic had already left and could not return that day. Frustrated, I requested to cancel the entire appointment. I was advised that the payment ($144) could not be refunded, but would be credited to my account for future services. I agreed.September 29th, I email company after noticing an additional $75 change on my bank account. I said that was not authorized and asked for an immediate refund.September 30th, they because I cancelled while mechanic was on his way or already arrived, I would be charged $75.September 30th, I respond to email stating that is incorrect and that mechanic left on his own fruition. I asked for the $75 to be refunded.

  Business Response

  Date: 10/05/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  Below is a direct excerpt from our terms of service:
  
  Similarly, if you schedule a Job for a specific repair, but DO NOT schedule a diagnosis, we reserve the right to charge one hour of labor if our Technicians discover upon arrival that the Job requested if not serviceable in a mobile setting or if the issue requires another job and you decline that job. We encourage customers to always book a diagnosis in the event they are not certain of the services or repairs needed.
  
  Full terms of service can be found at ********************************************************.

  
  While we at first charged the $150 late-cancellation fee (which is equivalent to one hours labor), we lowered it to $75 due to the previous reschedule request that was requested by YourMechanic.  Additionally, we provided a $75 credit that will be good for one year.
  
  Best regards,
  YourMechanic
  **************

• Initial Complaint

  Date:10/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello ,

  Brittany , every time they come out they want to charge me if the Mechanic come out and if that person says that it is not one of there parts that is under warranty then they charge me ? My car only need motor mounts and now my cars engine is moving/ ridding like it is going to fell out. My car was not doing anything before they put these motor mounts on. ********************* came out on 9/23/23 and told my Husband and I that I just needed the a rear mount. So I went and got it put on. And yes I canceled the 2^nd time , because **** had already come out  on that ********* and never looked at the right side that he put on and said that I need the rear mount ? Not sure why they said that I canceled I didnt the person came out on that ********* ? Also was over charged for them coming out on 9/23/23, ************ he said that he asked them not to charge me.

  They charge me ******, but I was given a price on ****** ? ***** invoice was not up for me to print so I like to know where did they get his info, because I have spoken to **** and he said he had not spoke with ******* who is saying all of this.

  Mechanic is on the way to you

  Quote requested

  Appointment booked

  Mechanic on the way

  Appointment completed

  As you can see Appointment still not complete or his invoice

  All I need is some help with this, they messed out my car.

   

  Thanks

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

  lled them back and received a new appointment. *********************** came out and did and inspection and this was his diagnosis:Engine is making a gurgling sound, performed test drive with customer to confirm clunking noise. Found lower engine cover scraping on ground and deformed. Removed lower engine cover and performed short test drive. Found no change in clunking noise but dragging noise when away. Performed power brake test and found engine movement. Lifted drivers side of the vehicle and moved tire back and forth and clucking noise could be heard in relationship to engine movement. It appears that the passenger front motor mount is sagging and likely causing clucking noise. Recommend motor mount replacement on the passenger side and reinspection. Note this is the motor mount that is near/below the engine air filter housing and coolant reservoir.********************* came out and he put the right-side motor mount in, and my engine is not stable. So, on 09-23-2023 **** came out again and he said I need the rear motor mount?? So, I went and got the rear one and hat it put on and the mechanic **** who put it on states that the right-side mount does not have enough rubber to hold my engine in, so I contacted Wrench/Your Mechanic back on 09-25-2023 left a message and ******* called me back. I explained to him my issues and he stated they cannot take my word on what another mechanic stated and continued to state what I was telling them was not true.This is the breakdown of my service:I was quoted $134.99 however I was charged $150.00, service number *******. The Service price was $154.99 Locked-In booking discount price $134.99, Enjoy $20.00 off of your booked appointment when you agree to keep your scheduled appointment date and time. Click here to redeem. Offer expires at Friday, Sep 22 @ 5:10PM.At this point I just want them to give me my money back for all the parts so I can take it to Dodge and have them fix my vehicle. Sincerely,******************************* ************ ****************

  Business Response

  Date: 10/04/2023

  Hello,
  
  Thank you for contacting YourMechanic.  
  
  We have received the customers claim and we can confirm that we replaced two engine mounts and a transmission mount for this customer.  The customer stated another shop told her our mounts did not have enough padding.  However, we used the correct parts and we are able to cross-reference the correctness of said parts through the vehicles VIN.  When we receive a claim, it is standard to do an inspection and follow the warranty process as outlined here at  ***************************************************; Please note, all customers must agree to our warranty policy and general terms of service before booking an appointment with YourMechanic.
  
  The customer initially agreed to a warranty inspection, but later canceled it.  Additionally, the customer was unable to send in information such as a mechanic report/shop report supporting her claim for YourMechanic to review.  Unfortunately, we cannot process a refund without the customer going through the warranty process. 
  
  The customer is responsible for the full payment and no refund or partial refund is due at this time. 
  
  

  Business Response

  Date: 10/17/2023

  Hello,
  
  
  We are unsure what the $134 is referring.  The $150 is a late-cancellation fee as outlined at **************************************************************; The inspection that was cancelled was quoted at $154.99.  As the inspection appointment was cancelled after the mechanic arrived, the $150 late-cancellation fee was charged.  Please note, as a matter of courtesy, YourMechanic provided a matching amount of credit (called YourMechanic Cash) on the account immediately after it was cancelled.
  
  
  Best regards,
  YourMechanic Team
  **************

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20685779
  
  I am rejecting this response because: I never canceled the appointment, ********************* came to my home on Saturday 9/23/2023.Engine is shaking, pulsating or vibrating Inspection +1 Service
  YM Performed repair: Engine Mount/Automatic Transmission Mount Replacement as per cust request on 2023-08-03, YM diagnosed vehicle about Engine is making a gurgling sound and recommended: Engine Mount Replacement/Right Side Mount on 2023-09-11. YM Performed repair: Engine Mount Replacement/ Right Side Mount on 2023-09-15. ********** states is still having an engine shaking issue.************ Mechanic arrived on site No work performed No inspection, diagnostic or repair performed 50 point inspection not performed Customer did not allow mechanic to complete inspection Cancellation requested Cancelled with fee
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an original diagnostic performed on Sept. 11, 2023. Everything was okay, we received our quotes, and made an appointment for the mechanic to come on Sept. 13. The radiator needed to be replaced.It had to be rescheduled due to unknown reasons. The new appt. was made for Thurs.I received a notification that the mechanic was unable to make the Thurs. appt. Now, I had to reschedule for Sept. 18.Monday passed & the appt. had to be rescheduled AGAIN, this time to Sept. 20.On Sept. 20, I received a notification that my appt. with ******** has to be rescheduled AGAIN & the earliest appointment available was Sept. 25?! I could have easily taken my car to a dealership & have my car ready. I used YourMechanic because I thought I would save money but I'm now out several hundreds of dollars due to money spent on rentals as well as missing almost two weeks of paid work.On Sept. 25, ******* came for the new appt. He advised that there was no radiator part ready & would have to come back on Sept. 27. & make sure the issue was resolved as he is a Lead Mechanic for the company & assured me to not worry. Five mins. before the new appt., I received a text from him advising that he cancelled. I sent two texts to his personal number (which he provided) to see what was going on. He read the messages & chose to ignore me.Next appt. was scheduled with ****** on Sept. 28. He showed up & gave the same song & dance about the part not being ready. I scheduled another appt. for him to come on Sept. 29, to which he promised to show up after ordering the parts on the phone with YourMechanic & confirmed everything was good to go. Literally two minutes after ****** left my garage, he cancelled the appointment. I have all the texts/notifications saved to my phone as you can't make this up. YourMechanic needs to make this right & cover the cost of my repair for making the past three weeks a living h*** This is completely unacceptable, & I have been nothing but patient. Fix this.

  Business Response

  Date: 10/04/2023

  Hello,
  
  Thank you for contacting YourMechanic. We can confirm the customer experienced multiple reschedules.  We greatly apologize for this inconvenience.  However, YourMechanic is not responsible for any rental costs or missing work.  It is not a requirement for a customer to be there for an appointment or to schedule appointments on a working day.  All customers agree to hold us harmless for any cancellations.  For more information, please see ********************************************************.
  
  We again greatly apologize for the reschedule requests and any/all inconvenience caused.  We appreciate your feedback and will use it to improve our services moving forward.
  
  Best regards,
  YourMechanic Team
  **************

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20681952
  
  I am rejecting this response because:

  when the original repair was done the mechanic replaced the coolant temperature sensor and it was assumed by him that the repair was complete. The problem is that the scanner code P0128 indicates that there could be other issues causing the error code. The mechanic even stated to me that the thermostat might need replacing, if the check engine light comes on, youll have to get it replaced. He sent me a quote for the repair on the your mechanic website for approximately $166.00 to get it replaced and stated to disregard if the engine light doesnt come on. The truck was fine for a little over 30 days and then again had the original P0128 symptoms which are a vehicle coolant temperature gauge flat, engine fan constantly running and AC not blowing cool air. I contacted them for a warranty concern since the vehicle had the same symptoms as the initial repair. The mechanic that was originally scheduled for the warranty inspection didnt show up for my 7:00 am appointment and again for a 10:00am appointment on the same day. I contacted the customer service with concerns about his dereliction. I stated that I would submit a complaint to the BBB. Two days later the original mechanic showed up over 30 minutes late to the appt, he scanned the vehicle and saw that the thermostat needed replacing. The problem is that now I received another quote for $1616.30 to get the thermostat replaced. I believe its in retaliation for submitting a complaint that the quote went from $166.00 to $1616.30. I would submit the original quote that I received during the initial repair, but for some reason I cannot locate and retrieve it from the your mechanic website.
  
  Sincerely,
  
  *******************************

  to voice my concerns and had a warranty manager call me back to assure me that he was on his way to perform the repair. Long story short, the mechanic texted me again and said he wouldnt be able to make it at all. I contacted their customer service to find out what I needed to do at this point to file for a full refund of their services provided initially because the vehicle wasnt repaired and they failed to keep their appointment commitment with me. I decided at that point that I would find a local and hopefully reliable mechanic to repair my vehicle. The warranty manager stated that I wouldnt be able to get a full refund for the service that they failed to successfully perform. As a consumer, I find this totally unacceptable that I wouldnt be able to get a refund for a job that wasnt performed.

  Business Response

  Date: 10/04/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  On 8/19/2023, contacted YourMechanic and booked and authorized an appointment for a 
  Coolant Temperature Switch (Sensor) Replacement and an Intake Manifold Gaskets Replacement on a 2017 Chevrolet Colorado V6-3.6L. The requested service was completed on 8/23/2023 for the quoted price of $727.11. The requested service does not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue. Immediately after booking the appointment, the customer was emailed written confirmation of the appointment outlining the service requested, appointment details, quoted price, and payment terms. The payment terms of service are publicly displayed on the yourmechanic.com website. The terms explains that at the time of scheduling a job or service, payment is authorized by the customer to be processed on the preferred payment method provided. All charges are final and paid by the customer. Payments are due immediately after completing the requested service or upon cancellation of the appointment requested (if canceled within 48 hours of the appointment start time) after completing the booking process. 
  
  On the day of the appointment, YourMechanic arrived with all the proper tools to get the customers service completed. YourMechanic replaced the Coolant Temperature Switch (Sensor) and Intake Manifold Gaskets per the customers request. There were no reported issues that prevented the services from being completed.
  
  The customer did book a warranty inspection.  Unfortunately, we did need to reschedule.  We apologize for this.  To compensate for this, we provided the inspection for free, despite there not being a valid warranty concern.  An inspection was completed yesterday, 10/3/2023, and it was found there were no issues with either part we provided.  The customer needed a new thermostat and o-ring.  See attached photo taken by the mechanic. 
  
  YourMechanic completed the original requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer. 
  
  Best regards,
  ********************** Team

  Customer Answer

  Date: 10/04/2023

  Wanted to add a picture of the latest quote to replace the vehicles thermostat. I ************* on the your mechanic website that I cannot access the quote I received to replace the thermostat after the initial sensor replacement was done. That quote was approximately $166.00. Theres a huge disconnect with what Im being charged now (after the BBB complaint) to what I was originally quoted. 

  Business Response

  Date: 10/13/2023

  Hello,
  
  Thank you for contacting YourMechanic.  The imagine provided by the customer is a screenshot of the confirmation email that was sent to the customer.  We stated in our first response the appointment was booked at $727.11.  This is now confirmed by the customers own attachment and documentation as well.  Please note, the customer receives a confirmation email immediately after booking an appointment and is able to see the price throughout the booking process.
  
  We are unsure what the customer is referencing for $166. However, it could not be a thermostat replacement quote on the customers vehicle model.  Our base labor/minimum labor starts around $150-160 for the customers area.  There is no way we could quote a thermostat replacement with labor, parts, and tax for only $166.
  
  Best regards,
  YourMechanic

  Business Response

  Date: 10/13/2023

  Hello,
  
  Thank you for contacting YourMechanic.  The imagine provided by the customer is a screenshot of the confirmation email that was sent to the customer.  We stated in our first response the appointment was booked at $727.11.  This is now confirmed by the customers own attachment and documentation as well.  Please note, the customer receives a confirmation email immediately after booking an appointment and is able to see the price throughout the booking process.
  
  We are unsure what the customer is referencing for $166. However, it could not be a thermostat replacement quote on the customers vehicle model.  Our base labor/minimum labor starts around $150-160 for the customers area.  There is no way we could quote a thermostat replacement with labor, parts, and tax for only $166.
  
  Best regards,
  YourMechanic