Complaints

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

close

Find a Location

YourMechanic has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/08/2025

  Type:Customer Service 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.

  First time using this platform and I booked an appt for an alternator replacement. They were supposed to arrive between 5:30am and 7:30am on sept 8, 2025. NO ONE EVER SHOWED, CALLED, OR TEXT. I KEEP CALLING THE NUMBER ON THE WEBSITE AND ITS A F****** AI PERSON SAYING THEIR OFFICE IS CLOSED!!!!!!!! THIS IS SO ****** UP I REALLY NEEDED MY ALTERNATOR REPLACED WHAT KIND OF ********** AND CUSTOMER SERVICE IS THIS!!!! SO NOW IM JUST STUCK AND CANT SPEAK TO A REAL PERSON.

  Business Response

  Date: 09/15/2025

  Thank you for your communication and for the opportunity to clarify the recent experience with your scheduled service.

  On September 6, 2025, you logged into our website and booked an ****************** to be completed on September 8, 2025. At the time of booking, the initial pre-authorization for the service amount was attempted but unsuccessful. Via a communication with  our **************** team, you were informed of the authorization issue. With your approval, Wrench re-attempted the pre-authorization, which was then successfully processed, allowing the appointment to move forward.
  Unfortunately, the appointment was not fulfilled, as the assigned technician did not arrive to complete the service. Following this, you canceled the appointment through our online platform and were charged a $150 cancellation fee.
  After connecting with you regarding the matter, we reviewed the circumstances and reversed the cancellation charge, issuing a full refund of $150 to the credit card on file.
  
  Please note that Wrench technicians operate as independent contractors and have control over their own schedules. While we strive to ensure every appointment is fulfilled, there may be occasions when a technician is unavailable due to unforeseen circumstances. As outlined in our Terms of Use (*****************************************):
  "We do not control the availability of the independent Technicians on the Wrench **** Platform. You acknowledge that your selected Technician may be unavailable from time to time."

  
  We sincerely apologize for the inconvenience this experience may have caused. Your time is valuable, and we appreciate your understanding as we continue to improve our processes and service reliability.

  
  If you have any further questions or concerns, please don't hesitate to reach out to our team directly at ************.

  Customer Answer

  Date: 09/15/2025

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

• Initial Complaint

  Date:08/31/2025

  Type:Delivery 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.

  Just filed a complaint, but found MyMechanic already refunded me, so I don't have a complaint. Please cancel the complaint I filed about 5mins ago.

  Customer Answer

  Date: 08/31/2025

  Sunday 8/31 at 7:26pm I ordered a diagnostic for $150 to be done 2 days later. I cancelled about 10 mins later because I'd ordered a mechanic that had 22 yrs experience and ***** reviews and was assigned instead one w 7 reviews and no indication of experience. They kept the entire $150.

  Business Response

  Date: 09/15/2025

  Thank you for your recent communication.
  Wed like to clarify that we did not receive any contact from the customer via our **************** line. Our cancellation policy is clearly outlined on opur website at **************************, and we would have welcomed the opportunity to discuss the concerns directly.
  
  Upon further review, we can confirm that the client was not charged for the booking. It is possible that the $150.00 viewed on the credit card was a temporary authorization or pending charge that was subsequently reversed due to the cancellation. In such cases, the transaction appears briefly but is removed before being finalized.
  
  Please see the attached estimate, which confirms that no charge was processed. If there are any additional questions, we welcome you to contact us directly at ************.

  Business Response

  Date: 09/15/2025

  Thank you for your recent communication.
  Wed like to clarify that we did not receive any contact from you via our **************** line. Our cancellation policy is clearly outlined, and we would have welcomed the opportunity to discuss your concerns directly.
  Upon further review, we can confirm that you were not charged for the booking. It is possible that the $150 you saw on your credit card was a temporary authorization or pending charge that was subsequently reversed due to the cancellation. In such cases, the transaction appears briefly but is removed before being finalized.
  Please see the attached estimate, which confirms that no charge was processed.
  If you have any additional questions, we welcome you to contact us directly at ************.

  Customer Answer

  Date: 09/15/2025

  Better Business Bureau: this was my mistake and should be removed.
  
  complaint ID ********
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a diagnostic car service with YourMechanic online indicating my car battery was dead and would not hold a charge. I indicated the battery likely needed replacing and was wanting them to potentially replace the battery after confirming through the diagnostic. The mechanic jump started the car and said the battery was fine and left. He did not test the battery or perform the proper diagnostic and the battery died within 20 minutes, even though the car was running. The mechanic would not return my calls. I contacted YourMechanic and asked them to resolve the issue. They refused and said they were still charging me the $150 fee. I stated I would file a complaint with BBB and refute the charge with my bank.This company is clearly run by scammers.

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was charged and initial $150 by this company for a mechanic to come and diagnose the issue with my truck on 8/12 which is understandable. The mechanic who came out advised it was the alternator. I was told he would order the part and return to repair it. Another mechanic comes on 8/15 to repair it. The car comes on and I'm able to drive my truck for 2 days. On 8/18 my AC goes out and my engine temperature overheats. I call the company today on 8/19 to advise them of the situation and they tell me I need to pay another $150 for another diagnostic. I brought up their warranty because this is obviously connected to the mechanic's faulty work. There was obviously nothing wrong with my engine and AC prior to him working on my vehicle, as they saw when doing to previous diagnostic. They refused to acknowledge their warranty! I spent $800 to be out of a vehicle once again. They can either refund my money so I can pay to now have someone fix whatever they caused or I will be seeking legal assistance for my refund and more. The work they did was dangerous, and the way they are refusing to acknowledge it is unethical and it needs to be rectified immediately.

• Initial Complaint

  Date:08/10/2025

  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.

  I scheduled a repair with this company. The mechanic ******* arrived and I told him my battery to my car was dead. He took forever to read the instructions on how to set up his machine to test the battery (he obviously didnt know what he was doing) . And he finally told me after 30 min that it was indeed the battery that was dead. I asked when he would fix it he said oh you need your car today? I said yes I need it. I have to go to work. He said it doesnt work like that you have to schedule another apt. I told him you charged me $150 just to tell me what I already knew? I have used your company before and the guy that comes fixes it the same day. He then tells me hes worked at this company for years and thats not how it works. I told him that IS how it worked when the last guy came out. He started shouting and I told him to get off my property. I told him to have a great day and he then he yelled f*** you bitch! And he got in his car and drove off

  Business Response

  Date: 08/16/2025

  Thank you for contacting **************************. We appreciate your previous business and the opportunity to address your concerns regarding your recent service appointment.
  Appointment Review
  We have reviewed your account and the details surrounding your appointment on July 27, 2025, with the technician which was booked for a diagnostic service on your 2014 ***** IS250 Base. The requested service was to diagnose a "Car Not Starting" issue.
  As outlined in our booking process and Terms of Use, our technicians are dispatched based on the specific service selected by the customer at the time of booking. In this case, the appointment was not for a battery replacement, but for a diagnostic to determine the cause of the no-start condition.
  Upon arrival, the technician diagnosed that the battery was dead. In some cases, the recommended repair may be performed the same day, depending on factors such as technician availability, time constraints, and parts availability. However, same-day service is not guaranteed unless previously scheduled and confirmed.
  Allegations of Inappropriate Behavior
  We take all reports of unprofessional behavior seriously. The technician involved has provided a statement that differs from the version described in your complaint, and its important to note that there is no prior record of misconduct associated with this technician. Nevertheless, we are conducting a full internal review to ensure all parties are treated with respect and professionalism.
  Wrench maintains a zero-tolerance policy for verbal abuse or harassment toward either customers or employees. If you have any additional documentation or evidence related to the interaction, we welcome it as part of our investigation.
  Final Summary
  The $150 charge was valid under the cancellation and payment terms accepted at the time of booking.
  
  
  The technician arrived as scheduled and performed the diagnostic service that was requested.
  
  
  The matter regarding conduct is under internal review and will be addressed accordingly based on our findings.
  
  
  Resolution
  We regret that this experience did not meet your expectations. In consideration of the circumstances, and as a one-time courtesy, we will issue a full refund of the $150 cancellation fee, without prejudice to the technician involved, as our investigation is still ongoing.
  The refund will be processed to the credit card on file. Please allow 710 business days for the adjustment to appear on your account, depending on your card issuers processing timeline.
  We appreciate the opportunity to resolve this matter and thank you for bringing your concerns to our attention
  For reference 
  Terms of Use  *****************************************
  
  
  

• Initial Complaint

  Date:08/04/2025

  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'm still being charged for a service I never received. I was charged $187.35 and then told it world cost $346.88. Then the mechanic did absolutely nothing. Then he left and I got charged $150 for a cancellation I NEVER Made. So I'm paying $337.35 for absolutely nothing. There's no way this can be legal! Please refund all debit back to my card.

  Business Response

  Date: 08/16/2025

  This message is regarding your scheduled service appointment for a Front Crankshaft Seal replacement on your 2013 ************* CLS550, booked on July 25, 2025, and originally scheduled for July 27, 2025, at the quoted price of $347.35.
  As confirmed in your appointment booking and subsequent email confirmation sent to *************************** the terms and conditions of service including cancellation policies and payment terms were clearly outlined at the time of booking, on our website, and in your confirmation email.
  Payment Method and Cancellation Fee:
  Your selected payment method was Afterpay, which processes the first installment immediately at the time of booking. Future installment payments are arranged directly between the customer and Afterpay.
  Your appointment was canceled within 48 hours of the scheduled start time. Per our Terms of Use, appointments canceled within 48 hours are subject to a $150 cancellation fee, which was processed accordingly.
  Our records indicate that you were refunded the difference ( $196.88 ) between the original charge and the cancellation fee amount. This adjustment was made in accordance with our cancellation policy. The transaction took place on Jul 28, 2025
  Next Steps:
  Since your payment plan was managed through Afterpay, any further questions or disputes related to payments or installments should be directed to Afterpay customer service. They will be able to assist you in managing your payment schedule or reviewing any concerns related to the transaction.
  At this time, no further refund is due, and the $150 cancellation fee remains valid and final as per the agreed-upon terms of service.
  

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 7/4/25 I scheduled a belt replacement with YourMechanic because I my serpentine belt snapped, I was originally given the Monday 7/7/25 2:30-4:30 slot and the mechanic assigned was *******. No mechanic came because of pre-authorization failure (my card was locked and they didnt notify me theyd do the authorization 3 days before). They said the next available was Wednesday, 7/9/25 sane time. Appointment time came and went, 4:34pm got a call the mechanic cant find the part and I told them Id been out of work for 3 days I need my car repaired and it doesnt make sense how a belt cant be found and why wasnt it already purchased two days prior when I did the pre-authorization on Monday to avoid this. Was told hed be here 7-9pm, 8pm they called and said he cant come and didnt tell me why (I knew because of the rain), so rescheduled to Thursday, 7/10 10:30am-12:30pm with a promise of 11am, still no show. Called at 11:05am and was told hed would be here by 12:30pm. 12:26 get a text hes on his way, an hour and a half goes by (1:50pm) and I call them back and ask ETA. Shows up at 2pm with a random partner, doesnt put the belt on but takes mine off and says I need alternator and says will come back to do the alternator after another customer. ******* never came back but updated the price quote and put it as service complete and took a photo of someone elses car to show completion, because he never put the new belt on mine. This service is a scam, Ive been in contact with these people 25 times since Friday, July 4th and my car is still not repaired and I paid $227 as a pre-authorization for nothing.

  Business Response

  Date: 08/03/2025

  On 7/5/25 the customer, ******* **** ************************ booked an appointment with YourMechanic/ ************************** for a  2016 Jeep Compass Latitude . The service was scheduled to be completed on 7/7/25 for a quoted price of $226.26  Due to inclement weather the service was requested to be rescheduled by the technician . The originally-scheduled service did 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 ************************** 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. 
  On the day of the appointment, YourMechanic/ ************************** arrived with all the proper tools to get the customers service completed as they hoped the requested service would solve the problem. YourMechanic/ Wrench  started the service of replacing the serpentine belt.  per the customers request but saw that the requested service would not solve the vehicles issue as the alternator and pulley needed replacement  The dispatched mechanic recommended an alternator replacement . This information was provided to the customer so they can be aware of the vehicles conditions and the next steps to take. Per the terms and conditions, it is explained if the dispatched technician concluded that the vehicle needed a different service than what was originally requested or the customer booked the wrong service for appointment, the customer will be charged a diagnosis fee. The appointment was changed to a diagnostic inspection. Further details can be found on yourmechanic.com/terms-and-condition. YourMechanic also provided a courtesy 50 point inspection.  YourMechanic thoroughly documented the completed service. Immediately after the appointment was completed and the customers card was charged for an adjusted/ lessor amount of $135.00 the customer was sent a receipt and a copy of the service report. 
  The customer was provided with the next steps to take. Without the dispatched mechanics provided service, the customer would not be aware that the vehicle needed a different service for the issue and/or have an unneeded part installed into the vehicle. 
  
  

  Customer Answer

  Date: 08/03/2025

   
  Complaint: 23584708
  
  I am rejecting this response because: The mechanic was originally scheduled to come out on 7/7/25 and didnt show up that day, the next day, or the next day and when he finally did arrive (7/10/25) he was 2hours late (appointment was rescheduled for the 3rd time to 10:30-12:30pm, he and a friend arrived at 2:26pm. He asked did I need the serpentine belt replaced, I said yes and he took my old one off but didnt even put the new one he bought with him on there. He said my alternator needed to be replaced, no diagnostic tool in sight just his word of mouth. I was outside the entire time him and his friend worked on my car which wasnt doing anything and he even said I can order the part online for in store pickup and hes in the area until 7pm so hed come back and do the alternator and belt replacement (that Id purchase for cheaper from the auto parts store vs YourMechanic). I asked did I need to make another appointment, he said no hes just going to come back and do it. He said hed let YourMechanic know to change the price and he went to his next customer. Never came back, contacted YourMechanix multiple times and they gave no reasonable response. Theres no reason I had to wait 3 days because their mechanic didnt want to come then when he finally did show up he didnt do anything but look at my car , and yet Im being charged a diagnostic fee when he didnt do zilch but open his mouth and speak. This business is horrible and the fact that theyre fighting to hard to not return my $135 because NOTHING WAS DONE is deplorable to say the least! When I asked why he was unavailable the first two times and if I can have another mechanic come out I was told hes the only one and the other one was busy, what type of horse poo! I finally had to take my car to my normal mechanic after being ripped off and was given a FULL, PROPER DIAGNOSTIC and repair no thanks to YourMechanic
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 08/03/2025

   
  Complaint: 23584708
  
  I am rejecting this response because: The mechanic was originally scheduled to come out on 7/7/25 and didnt show up that day, the next day, or the next day and when he finally did arrive (7/10/25) he was 2hours late (appointment was rescheduled for the 3rd time to 10:30-12:30pm, he and a friend arrived at 2:26pm. He asked did I need the serpentine belt replaced, I said yes and he took my old one off but didnt even put the new one he bought with him on there. He said my alternator needed to be replaced, no diagnostic tool in sight just his word of mouth. I was outside the entire time him and his friend worked on my car which wasnt doing anything and he even said I can order the part online for in store pickup and hes in the area until 7pm so hed come back and do the alternator and belt replacement (that Id purchase for cheaper from the auto parts store vs YourMechanic). I asked did I need to make another appointment, he said no hes just going to come back and do it. He said hed let YourMechanic know to change the price and he went to his next customer. Never came back, contacted YourMechanix multiple times and they gave no reasonable response. Theres no reason I had to wait 3 days because their mechanic didnt want to come then when he finally did show up he didnt do anything but look at my car , and yet Im being charged a diagnostic fee when he didnt do zilch but open his mouth and speak. This business is horrible and the fact that theyre fighting to hard to not return my $135 because NOTHING WAS DONE is deplorable to say the least! When I asked why he was unavailable the first two times and if I can have another mechanic come out I was told hes the only one and the other one was busy, what type of horse poo! I finally had to take my car to my normal mechanic after being ripped off and was given a FULL, PROPER DIAGNOSTIC and repair no thanks to YourMechanic
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 08/03/2025

   
  Complaint: 23584708
  
  I am rejecting this response because: The mechanic was originally scheduled to come out on 7/7/25 and didnt show up that day, the next day, or the next day and when he finally did arrive (7/10/25) he was 2hours late (appointment was rescheduled for the 3rd time to 10:30-12:30pm, he and a friend arrived at 2:26pm. He asked did I need the serpentine belt replaced, I said yes and he took my old one off but didnt even put the new one he bought with him on there. He said my alternator needed to be replaced, no diagnostic tool in sight just his word of mouth. I was outside the entire time him and his friend worked on my car which wasnt doing anything and he even said I can order the part online for in store pickup and hes in the area until 7pm so hed come back and do the alternator and belt replacement (that Id purchase for cheaper from the auto parts store vs YourMechanic). I asked did I need to make another appointment, he said no hes just going to come back and do it. He said hed let YourMechanic know to change the price and he went to his next customer. Never came back, contacted YourMechanix multiple times and they gave no reasonable response. Theres no reason I had to wait 3 days because their mechanic didnt want to come then when he finally did show up he didnt do anything but look at my car , and yet Im being charged a diagnostic fee when he didnt do zilch but open his mouth and speak. This business is horrible and the fact that theyre fighting to hard to not return my $135 because NOTHING WAS DONE is deplorable to say the least! When I asked why he was unavailable the first two times and if I can have another mechanic come out I was told hes the only one and the other one was busy, what type of horse poo! I finally had to take my car to my normal mechanic after being ripped off and was given a FULL, PROPER DIAGNOSTIC and repair no thanks to YourMechanic
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Utilized this company for a same day service due to my car not wanting to start. Mechanic arrived and didnt even do anything to properly diagnose my car. I let the mechanic know that I had already got a jump from someone and my car was still dead and was displaying symptoms of a bad alternator. Mechanic then tried to jump my again and of course it didnt start. Mechanic then sat twiddling his thumbs with no solution to my problem and I was left stranded in the parking lot without a clear diagnosis. I needed up having to pay someone else to diagnose my car and turned out I needed a new starter and alternator, like I suspected. I contacted yourmechanic/wrench for a refund and they denied me a refund due to the invoice I got from another mobile mechanic not being up to their standards. But when I called to file a dispute to get a refund they told me that I could turn in anything, even a hand written note because the mechanic I found doesnt work out of a shop. Now all of a sudden the invoice I turned in isnt good enough.

  Business Response

  Date: 08/16/2025

  Thank you again for your continued communication regarding your recent diagnostic appointment with Wrench/YourMechanic. We understand your concerns and appreciate the opportunity to respond further.
  Service Overview
  As previously noted, your service was booked as a diagnostic appointment for a no-start issue with your vehicle. The technician arrived as scheduled and followed standard diagnostic procedures based on the symptoms described. While the vehicle did not start during the visit, the technician made a reasonable effort to isolate the problem by attempting a jump-start and performing visual inspections.
  No conclusive failure could be identified during the limited on-site testing, which is not uncommon in complex no-start scenarios involving multiple potential electrical components. Our technician completed the service as booked and documented findings at the time.
  Documentation and Refund Request
  You later submitted an invoice from a third-party mechanic, which we reviewed in accordance with our policy. Unfortunately, the documentation did not meet our minimum requirements for processing a diagnostic refund. We communicated our need for a revised invoice, including key service and business details, but did not receive updated documentation.
  Dispute Resolution
  We acknowledge that a dispute was filed with your credit card provider, and we want to clarify that:
  We accepted the dispute in an effort to resolve the matter in a timely manner and in the spirit of good faith and customer service.
  While we maintain that the service was completed properly and according to our terms, we also recognize the importance of customer satisfaction. Our decision to accept the dispute was not an admission of wrongdoing, but rather a way to bring closure to the situation in a fair and expedient manner.
  We consider this matter resolved with the acceptance of the dispute and no further action is required on your part. Should you need vehicle services in the future, we hope you will give us the opportunity to serve you again under improved circumstances.
  Thank you for your time and for giving Wrench/YourMechanic the opportunity to assist.
  
  

• Initial Complaint

  Date:07/02/2025

  Type:Delivery 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.

  Ordered service for Saturday, June 28th. Mechanic came and disassembled my car. Then decided he didnt have the correct parts and left the car in an unusable state. Every day, I was told the mechanic didnt have the correct parts. Did not call or show up for the appointment today (7/2). When I called to ask what was happening, they again told me no part.

  Business Response

  Date: 08/16/2025

  Thank you for your feedback regarding your recent service appointment with **************************. We understand the inconvenience caused by delays in acquiring the correct parts and appreciate the opportunity to respond.
  Service Timeline and Acknowledgment
  You originally scheduled service for Saturday, June 28th. Our technician arrived as scheduled and began disassembly in preparation for the repair. Unfortunately, it became clear during the service that the parts provided were not correct for your vehicles configuration. This resulted in a delay, and we sincerely apologize for the disruption and frustration caused.
  We acknowledge that communication regarding part status and appointment scheduling could have been more consistent during this time. We regret any lack of clarity you experienced.
  Resolution and Completion
  There were several service issues related to acquiring the correct parts; however, ************************** worked diligently to resolve the matter. We remained in communication with you and ultimately completed the repair successfully. A revised agreement regarding service and cost was reached to ensure fairness and customer satisfaction.
  No additional issues have been reported, and we are pleased the repair was completed to your satisfaction.
  We appreciate your patience during this process and value the opportunity to have completed the work. Should you experience any further concerns, please dont hesitate to reach out. We are always here to support our customers and ensure their vehicles are properly serviced.
  

• Initial Complaint

  Date:06/25/2025

  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 booked a mobile diagnostic service through YourMechanic for my 2021 Chrysler Pacifica. The technician initially diagnosed the problem as a loose cable to the auxiliary battery, then later stated the auxiliary battery might be bad. Based on that advice, I spent around $160 replacing the auxiliary batteryand I already had a new main batteryyet the cars issue remains unresolved.The technician never identified the true cause, and I now have both batteries replaced with no effect. Worse, when I requested escalation or a supervisor via phone, I was refused escalation after waiting on hold. The representative argued with me and forced me to hang up.I believe this is a clear case of misdiagnosis and poor customer service, and Im seeking:A full refund for the original misdiagnosed visit A review of their supervisor escalation policy, since I was denied A written acknowledgment of the poor handling of my case This unresolved service and call refusal have caused unnecessary costs, inconvenience, and frustration.Desired resolution: Full refund and acknowledgement of complaint

  Business Response

  Date: 08/16/2025

  Thank you for your continued feedback regarding your diagnostic service for your 2021 Chrysler Pacifica. We appreciate the opportunity to provide clarification and address the concerns you raised.
  Diagnostic Service and Follow-Up Offer
  During your original appointment, the technician identified a possible issue related to the auxiliary battery and its cable. Based on that assessment, you were advised that replacing the auxiliary battery might resolve the no-start issue. While we understand your frustration that the issue remained unresolved after replacing both the main and auxiliary batteries, diagnosticsespecially in cases involving electrical systemscan sometimes require multiple steps to isolate the root cause.
  In response to your concerns, YourMechanic offered a second diagnostic appointment under the following terms:
  The second diagnostic would be pre-authorized only, meaning no charge would be processed unless service was completed and a new diagnosis confirmed.
  
  
  If a misdiagnosis was determined, the second diagnostic would be free of charge, and the original diagnostic fee would be considered for refund.
  
  
  Appointment Availability and Technician Assignment
  At the time of booking, we informed you that an alternate technician was not available in the earliest timeframe. To avoid further delay, we offered the soonest available appointment, which would have been with the original technician.
  You initially agreed to proceed but declined the follow-up when learning the same technician would be assigned. You then indicated you would pursue a dispute with your credit card provider and ended the call.
  Supervisor Request and Call Handling
  We understand that you also requested to speak with a supervisor during your call. Our representative informed you that the same information and resolution pathwaythe no-risk second diagnosticwas being provided in accordance with our escalation process. While we regret that you were dissatisfied with the handling of your call, no escalation was deniedyou were simply advised that the resolution would not change, even if a supervisor joined the call.
  We made a good-faith offer to resolve your concerns by providing a follow-up diagnostic at no risk, with the potential for a full refund if a misdiagnosis was confirmed. Unfortunately, since that opportunity was declined, and no alternative documentation of misdiagnosis has been provided, we must respectfully maintain that a refund is not warranted at this time.
  
  

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23517475
  
  I am rejecting this response because: I am rejecting this response because the companys statement misrepresents the facts. I never agreed to a second diagnostic visit and then changed my mind. I declined the follow-up during the same phone call, once I was told the same technician who misdiagnosed the issue would be returning. I had no confidence in his ability to resolve the issue and saw no point in repeating the failed process.
  Additionally, I specifically asked to speak to a supervisor during that call and was denied. The representative told me a supervisor would not offer anything different. Only after that refusal did I end the callnot the other way around, as they imply.
  YourMechanics position also ignores the fact that they had only two technicians servicing my area, and the only alternative technician was unavailable for over a week. Because of this delay, and the urgency of needing a working vehicle, we had to take the car to the dealership, incurring unnecessary additional expenses.
  Despite replacing both the main and auxiliary batteriesfollowing their technicians recommendationthe cars issue was not resolved. This constitutes a misdiagnosis, and I should not have to pay for a service that failed to correctly identify the problem.
  I respectfully reiterate my request for:
  A full refund of the diagnostic fee
  A written acknowledgment of the mishandled escalation
  A review of their supervisor escalation policy
  If YourMechanic continues to avoid accountability, I will consider escalating this matter through legal avenues, including small claims court and state consumer protection agencies.
  Sincerely,
  ******* *******
  
  Sincerely,
  
  ******* *******