Complaints

This profile includes complaints for RepairPal.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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RepairPal.com has 3 locations, listed below.

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  RepairPal.com

  363 Clementina St Fl 1 San Francisco, CA 94103-4104

• 

  RepairPal.com

  6005 Shellmound St Suite 200 Emeryville, CA 94608

• 

  RepairPal.com

  85 Federal St San Francisco, CA 94107

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:01/03/2025

  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.

  My car was serviced at a garage that ****** sent it to. The repair was botched. We sent it back to ****** who then sent it to the dealership for any recalls. The dealership fixed the recalls and the botched repair. My car has been ready for pickup since 9/2024. Getting repairpal to pay for the repair has been insane. They finally agreed to pay the 1700 in repairs and said they sent a check. I have close contacts with the dealership and they have said they did not recieve anything. I can not get repair pal to communicate. They lie, never email or call back. This has been the worst experience with ******.

  Business Response

  Date: 01/09/2025

  We were recently contacted by a customer through ****** customer relations regarding an issue with a turbo replacement and engine recall at a dealership. The customer initially had their turbo replaced by a service center, but when they went to the dealership for the engine recall, they were informed that the turbo replacement had been done improperly. The customer then requested the dealership handle the turbo job and sought compensation for the cost of repairs.
  

  After a thorough investigation and significant back-and-forth communication with the service provider, RepairPal ultimately decided to cover the $1,700 repair cost to resolve the situation. Unfortunately, delays occurred due to administrative issues, including a transition involving a change in payment methods. This also resulted in some confusion on the dealership's end regarding the check we sent.
  

  We understand the customer's frustration and while we recognize the challenges in this situation, we want to clarify that the issue was primarily between the customer and the original service provider. Nonetheless, we took responsibility and paid the outstanding bill to ensure the matter was resolved. We appreciate the customers patience as we worked through these challenges.

• Initial Complaint

  Date:10/18/2024

  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.

  Repair pal is responsible for contracting with auto repair shops for my ******************** . When my transmission failed in March of 22 I was told to go to a specific repair shop. They fixed the transmission and now the transmission needs to be replaced again. I was told by ******* that the transmission the auto shop used had a ***** warrenty 3 yr, unlimited mileage, so ***** is responsible, however, ***** needs the proof that it is a ***** transmission which Caremax told me needs to come from the auto shop which was sold and the work on my car was not saved so they will not payout. Caremax states that it was repair pals responsibility to save the information. No one is taking responsibility and no one will cover the cost and my car has been in and out of auto shops since mid July. I have been making payments paying insurance, and paying the warranty and haven't had the car. I have 1 small ****** with 5 children. We have had to miss work bc we have not had a car and had no other transportation. We will be filing a complaint with ******* as well. We just want our transmission replaced as we are entitled to.

  Business Response

  Date: 10/30/2024

  To Whom it May Concern:

  We take complaints like this very seriously, and have resolved the issue on behalf of the customer. All of our shops have at least a year long warranty (or 12k miles), many shops have more. Large parts typically have longer warranties.

  This unique situation rose from a failed part that had initially been covered by our Partner ******'s extended service contract ********

  The initial shop that performed the work had been sold, with no records from previous customers retained, and therefore it was not able to be proven that the repair took place. 

  In this case, RepairPal decided to cover the entire cost (over $7,000) for a new replacement transmission to take care of the customer. This is not a typical outcome, and we'll work with our partner ****** and their ******* administrators on the back end. We have confirmed the customer's vehicle is now operational and that they have been taken care of. 

  We'd ask at this time for the initial complaint to be removed or amended. Thanks!

• Initial Complaint

  Date:04/19/2023

  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.

  ************ Dec. 30-Jan. 18 Contacted CarMax who used RepairPal to locate a repair facility near me. throttle body replaced by facility (mechanic called and said they couldnt reproduce the issue with the *** light going on or get any codes from computer.They also replaced a clock-spring in the steering wheel that caused both my cruise control and computer setting buttons to stop working.2 Days after repair, exact same issue came back. **************** advised I had to go back to same facility Second repair Mar. *****st fuel injector replaced (It failed failed after 3 miles from repair facility. Also started spewing gasoline all over my engine)Also replaced two buttons on steering wheel (neither button working still after leaving repair facility)Paid $247 for first issue, $347 for second repair. Warranty states that because the repair was made RepairPal should have had the deductible reduced by $50. Neither deductible was reduced.Also not sure why I was charged $94.28 for a credit card fee. **************** told me the repair facility had requested a paper check when they invoiced.

  Business Response

  Date: 05/01/2023

  Hi *****, and to whomever else may be reading,

  We were happy to step in and contact you on behalf of our shop. We realize you had a difficult experience, and it was our pleasure to help turn things around for you. While we'd love to not have any complaints against us, I think it's also important for others to see that if something does go wrong at one of our independent repair facilities within our network, we will always step in to try and make things right. In this case, we can confirm that ***** has received a refund for a portion of his repairs directly from RepairPal. 

  While RepairPal is merely the network and framework to which the shop belongs, we stand by the experiences people have there, particularly if they've been referred to one of our shops by a partner. We're happy that things here have come to an acceptable conclusion. Thanks!