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:03/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid YourMechanic/Wrench for a diagnostic quote. They had me pay, promising to send me a quote in 2-3 days. However, they never sent it and refuse to do so, making up false excuses (that have changed twice) as to why they can't. If they can't provide what they promised me when I paid for the order they need to refund my money.

  Business Response

  Date: 04/06/2024

  Hello,
  
  YourMechanic has reviewed ********************* complaint. YourMechanic was scheduled to diagnose a shaking or vibrating issue on their vehicle on January 11, 2024. YourMechanic arrived at the appointment and completed the requested service. A quote for the recommended repairs was provided to ************************* shortly after their appointment on January 11, 2024. 
  
  Due to the complexity of the repair and the equipment needed to complete it, YourMechanic recommended the vehicle should return to the shop that originally replaced the spark plugs on it. YourMechanic tried contacting ************************* on January 13, 2024 to inform them of the recommendation, but were only able to leave a voicemail. Follow up emails were also sent to *************************. 
  
  ************************* originally scheduled YourMechanic to determine the cause of the cars issue and YourMechanic fulfilled the service they requested. YourMechanic is a mobile mechanic and can perform most car repairs, but some car repairs are best completed in a shop. YourMechanic is declining to discuss any options for compensation since the appointment charge is currently being disputed by ********************* financial institution. ************************* can contact YourMechanic with any questions at ***************************.
  
  Thank you,
  YourMechanic
  

  Customer Answer

  Date: 05/12/2024

  YourMechanic's assertion that a quote was provided is false.

  The mechanic stated that he believed the vehicle needed the intake manifold replaced.

  The quote eventually provided included an intake manifold gasket replacement, which is not the correct repair as stated by the mechanic. A quote for the work recommended by the mechanic was never provided. That is the purpose of the diagnostic, yes?

   

  The issue was also not fully diagnosed. The vehicle also gets too hot/overheats, leading to vibrating/shaking. The mechanic didn't have time for this side of the issue and as such the diagnostic was not completed.

  Business Response

  Date: 05/29/2024

  Hello,
  
  YourMechanic has reviewed ********************* rebuttal. YourMechanic quoted the intake manifold gasket based on the technicians recommendation. According to the technician, YourMechanic recommended the intake manifold gasket because it had deteriorated near the front cylinders and created a leak into the intake manifold. This was causing the engine to misfire while it was running. 
  
  YourMechanic completed the diagnostic as ordered and was equipped for the recommended repairs. However, if internal engine issues existed and were present after the repair, YourMechanic would not be able to complete the repairs. Since the vehicle was recently serviced at a different shop for similar issues, YourMechanic recommended the vehicle return to the original shop for repairs since they may have a valid warranty with them. 
  
  YourMechanic has only charged ************************* for the vehicle inspection which was successfully completed. The results of the report were provided to *************************. If ************************* has any questions about the results, they may contact YourMechanic at ******************************************. 
  
  Thank you,
  YourMechanic
  

  Customer Answer

  Date: 07/01/2024

  The mechanic stated that I need an intake manifold replacement. He input this into the system.

  The quote provided was for an intake manifold gasket. This is not the proper repair. The mechanic stated so too.

   

  There is no other mechanic regarding the spark plugs. They were replaced four years ago and have nothing to do with the repairs here. YourMechanic keeps on taking this out of context to come up with wacky and irrelevant theoriesat one point they even said that because there was a "partial repair" (What partial repair? The spark plugs were replaced four years ago!) they couldn't work on the vehicle.

   

  YourMechanic never provided me with what I ordered. They had me pay before providing the quote and did not complete the diagnosis.

   

   

  If YourMechanic cannot offer basic repair services, then they should not be offering diagnostic services. In any case, they did not complete the diagnostic, so this is a mute point.

• Initial Complaint

  Date:03/21/2024

  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.

  My 19-year-old daughter inherited my 2012 ***** Sonic, ridden hard but well-maintained since I bought it brand-new. I drove it from ********** to ************* for her to use after she graduated from college.I took good care of '******' (my kids named her). It was a ***** car with no AC and other issues, and the seats were stained from years of Christian ***** group 'messfests.' We were hoping that it would last another year or two until we had to get rid of it. Although it handled the drive down without incident, it has been constantly in the shop since then.Last time, the car wouldn't start and it needed a new starter. I came across a mobile mechanic service that offered competitive pricing, so I suggested to my daughter to give it a try. She booked an appointment and a technician promptly arrived to fix the car.Unfortunately, the repair didn't fix the issue, and the car still wouldn't start. We wondered if the battery could be the issue, or if mice had eaten the wiring. We towed the car to several other repair shops, but no one could find the issue. Finally, we decided to take it to the local ***** dealer for analysis. They found that the car needed a new starter.???? What?! We just got the starter replaced!A different mechanic came back out to investigate. The verdict? The second mechanic was 100% certain that the original starter was still on the car based on what he was looking at and the pictures from the original invoice.??They're treating it now as a "warranty" issue and dragging their feet on making a decision to "replace" the starter. I'm treating this as a BBB report. What was the technician thinking? Who does that?

  Business Response

  Date: 03/29/2024

  Hello,
  
  YourMechanic has reviewed ************************* complaint. *********************** scheduled YourMechanic to install a starter on their vehicle. YourMechanic arrived on February 9, 2024 with the part in hand. Before installing the part, the technician tested the starter and confirmed it was working correctly. He was able to diagnose the battery as the cause of the starting issue. YourMechanic only charged $165.84 for a diagnostic since no repairs were performed and a quote for a battery was provided to ***********************.
  
  YourMechanic was scheduled by *********************** again to install a starter on their vehicle. YourMechanic arrived on February 20, 2024 and installed the starter as requested. Images of the old and new parts are included. YourMechanic never recommended this repair since the original starter was still functional.
  
  *********************** contacted YourMechanic on March 13, 2024 and claimed that the starter was not replaced. YourMechanic arrived on March 19, 2024 to inspect the starter. The starter the mechanic removed from the vehicle did not resemble the part YourMechanic installed nor the original part that was removed. A picture of the part is included. YourMechanic did not charge *********************** for this appointment.
  
  After reviewing the technicians service report from March 19, 2024, YourMechanic returned on March 25, 2024 and installed a starter on ************************* vehicle. YourMechanic did not charge *********************** for the replacement starter. If *********************** has any questions regarding the repair, they may contact YourMechanic at ***************************.
  
  Thank you,
  YourMechanic
  

  Customer Answer

  Date: 03/30/2024

   
  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:03/20/2024

  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 3/14/2024 I requested serpentine belt replacement service from Wrench/Your Mechanic (service # *******). I was given a quote of $285 and I accepted the quote and A hold for $285 was placed on my bank account. ***************************, the mechanic came out on 3/16/2024 and inspected my vehicle. ****** stated that all belts are good and they just needed tightening. He tightened the belts & adjusted the bill because no parts were replaced. The bill was now $146. On 3/18/2024 the company charged my bank another $181.46 in addition to the $285 ($466.46) total. On 3/18 I called & talked with a representative, explained the overcharge on the bill & asked why they drafted my bank for the $181.46 when they have a hold on $285 & explained to him about the company causing a $50 overdraft on my bank account. He stated that he apologizes for the inconvenience & then said that's company policy & that hold's drop within 24 hours. He said my funds would be released by 12 noon. That didn't happen, so I called again on 3/19 & was told release would be that day, if not call back on 3/20. This company has caused an overdraft on my bank account & now I'm out of the $466 that they took plus a $50 overdraft fee from the bank, all for service that was to cost $146. It has now been a ********** still out of $370.46 total aside from the actual bill of $146. I need the company to revise the bill to the $146 that mechanic charged on site instead of the $181.46, replace the $285 and compensate for the $50 bank overdraft. I've tried to upload the bank statement and Your Mechanic billing statement but system says that the files are too large. This has been a nightmare experience.

  Business Response

  Date: 03/28/2024

  Hello,
  
  YourMechanic has reviewed *************************** complaint. *********************** scheduled YourMechanic to install a serpentine belt on their vehicle for March 16, 2024. The amount quoted on YourMechanic's website was $285.25. *********************** agreed to this price when scheduling the appointment. On March 16, 2024, YourMechanic arrived to install the part on *************************** vehicle. When the technician was enroute to the appointment, YourMechanic pre-authorized $285.25, the amount that was approved by *********************** for the repair.
  
  After the technician inspected the vehicle, he determined that the serpentine belt was not needed. He tightened the serpentine belt and repaired the issue. Since YourMechanic did not install the serpentine belt the bill total was lowered to $181.46. This included one hour of labor to diagnose the issue and repair it. YourMechanic did not quote $146.00 for the services.
  
  YourMechanic is declining to provide a refund. The charge of $285.25 was only pre-authorized and never charged. We recommend *********************** check with their financial institution regarding their pre-authorization policies. After completing the appointment, YourMechanic released the pre-authorization and charged $181.46. If *********************** has any questions, they can contact YourMechanic at ***************************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:03/09/2024

  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.

  Hello, I just wanted make a review of my experience I Made an appointment on March 8 5:30PM and the mechanic never arrived until 9PM which was the first mistake. The main complaint I have is that I was initially gonna get charged 160, so I was fine with that, I told the mechanic how much would it be for the problem to be fixed as he working on my car and he insisted 200 even though it said 160 via app. I was skeptical about the price but i was fine with it so he did what he needed to do and I asked him what is going to be the price towards the end it suddenly raised to 250 with taxes. the mechanic said that so I had no choice but to get charged and I was bummed out about it. Not only did the price change twice the mechanic called me and he told me that he told his boss he spent two hours in the process of fixing my problem which is a complete lie he only SPENT 1 hour and he mentioned to me that the boss said he was gonna charge me 160 for the hour plus the labor/taxes. When I got charged on my card I seen 5 different transactions and my account got locked and the after I paid the mechanic called me and told me that he neeeded 54 more dollars for the repair so at this point the price has changed 3 times so he forced me to give him another card for the payment this is unacceptable at the very end of all this I ended up getting charged 320$ which is is very unprofessional. This company needs to have a fixed price/tax rate and not charge me twice even after I payed I need a refund I dont recommend to work with this company they give you false prices

  Business Response

  Date: 03/17/2024

  Hello,
  
  
  YourMechanic has reviewed ***************************** complaint. ************************* scheduled YourMechanic for March 8, 2024 to diagnose why their car was not starting. Before YourMechanic arrived, ************************* informed the technician by text message that they attempted to install a kill switch prior to the no start issue on their car. This information was not provided to YourMechanic when the appointment was scheduled. YourMechanic does not install car modifications.
  
  
  Due to severe weather conditions, YourMechanic arrived later than the scheduled appointment time. YourMechanic stayed in contact with ************************* until they arrived at their vehicle for the repair. 
  
  
  YourMechanic was able to diagnose why the vehicle wouldn't start and offered to repair it. YourMechanic charged a flat fee of $169.99 for the diagnosis which ************************* had agreed to when scheduling the appointment. Additional labor time and parts were required to repair the vehicle. The total for the repair came to $325.53 which was approved by ************************* when the technician was on site. YourMechanic was not able to collect the full amount due when charging ************************* for the services. So they may see more than one attempt to charge them.
  
  
  YourMechanic is declining to provide a refund. YourMechanic was able to diagnose and repair the issue. At the end of the appointment, the vehicle was able to start and stay running. If ************************* has any questions about the billing, they are welcome to contact YourMechanic at ************.
  
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled this company to come out and do maintenance on my car. Mechanic arrived started work that was supposed to consist of routine oil change, rear brake replacement, and bleeding brake lines. However, oil was only drained and new oil put back in with the new plug. My oil filter could not be removed due to it being on too tight that the mechanic was afraid of cracking the casing that goes around it. To which I could only agree to because Im listening to him and I cant be without a car if he cracks my housing. Then I am told he cant do my brakes because my lug nuts are worn some and if he uses his socket it could mess up his socket to where he wouldnt be able to use it. So I said okay. He said it was best for me to take it to a shop. He also could not bleed my brake lines as he stated that he had to remove the wheel to do so and could not get it off because of my lug nuts and his tool. I just had to deal with it and now have to take my car to someone else because of this. I dont mind paying for the oil and plug as its in my car but to pay ****** for just the oil being drained and new added with a new plug is insane to me! I could have gone to an actual shop who would have charged me 185 for an oil change with a NEW filter! I used this company last year no issues and now this. I called into the company who escalated my case to escalations. They called me back and the man I got was rude from the beginning . I stated to him the issues and he said thats what u paid for, thats the job. So I said I paid 224 for him to remove my oil, add oil and a new plug and he said yes! I said thats insane to me! I am not asking for a full refund by no means but clearly in the work order it shows 1.15 which is labor hours and that alone was ******! The gentleman stated again youre paying for the service I said thats insane! I asked for a corporate number and he tells me he is corporate and that this is the end of the line for my case. No help at all!

  Business Response

  Date: 03/07/2024

  Hello,
  
  
  YourMechanic has reviewed ************************************* complaint. ********************************* scheduled a ******* mile maintenance service for February 27, 2024. YourMechanic arrived at the appointment with all the parts needed to complete the service.
  
  
  YourMechanic was able to replace the oil and drain plug and inspected different systems of the car for issues as recommended by the manufacturer. Since some of the parts on the car were susceptible to damage or breaking, YourMechanic recommended completing the remaining services at a shop. YourMechanic removed all of the unused services which brought the total from $624.77 to $224.42.
  
  
  The ******* mile maintenance service included additional inspections and adjustments for different systems on the vehicle which were performed and reported in the service report. YourMechanic is declining to provide a refund since the cost was adjusted for the services that were provided. As a courtesy, YourMechanic is offering ********************************* a $50.00 credit of YM Cash which can be used on a future appointment. If ********************************* has questions about how to use the credit, they can contact YourMechanic at ************ or by email at ***************************.
  
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21354753
  
  I am rejecting this response because:
  
  This is unacceptable. The mechanic did not even finish his service of the oil change because he did not have the right tools to remove the oil filter. I then had to go to another shop the same day because I refuse to pay for a whole other oil change mind you another ****** to get a new one done if I didnt remove the old filter same day. He refused to do the work by giving my excuses as to why he couldnt get my rear lug nuts off. He then could not flush out my brake lines due to the fact that he had supposedly had to remove the back tires which he chose not to do. He did not have the correct tools to remove my rear tires for the brakes and did not have the correct tools to remove the old oil filter. To have to then go to another shop that night to remove the old filter was an inconvenience all because he did not do his job. ***** is unacceptable. I will be more than happy to pay for the oil and the new plug of ****** but that is it! 

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

• Initial Complaint

  Date:02/26/2024

  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.

  I had an appt scheduled for 10:45am to get my car repaired.I was precharged and told there would be a $75 fee for cancellation within 48 hours.The mechanic cancelled my appt at 10:49am the day of the repair!They then wanted to reschedule me for 2 days later.I am requesting the same $75 cancellation fee as they severely affected my business and schedule

  Business Response

  Date: 03/07/2024

  Hello,
  
  
  YourMechanic has reviewed ******************************* complaint. YourMechanic was scheduled to install a starter on ******************************* vehicle on February 26, 2024. Due to personal reasons, the technician was not able to make it to the appointment. YourMechanic offered to reschedule their appointment to the next available time, but *************************** declined.
  
  
  YourMechanic will charge a cancellation fee if an appointment is canceled with less than 48-hours notice. This is explained in YourMechanic's Terms and Conditions at **************************************************************;
  
  
  YourMechanic did not charge *************************** for the appointment. YourMechanic is declining to issue a payment of $75.00 to ***************************. If *************************** has any questions, they can contact YourMechanic at ***************************.
  
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:02/18/2024

  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.

  YourMechanic is an unethical business, lying to customers and stealing money. I believe I was treated this way because I am a female and this company doesn't think I know any better. On February 17, 2024, 11:00 a.m. I scheduled a replacement of a power steering pump. I was told to get service right away I had to have my own part. I drove across town to get a power steering pump so I could have it ready for a 2:00 p.m. appointment on the same day. The charge for this labor was $212, paid in advance. The Technician shows up for this job announcing that his service ticket says to change an alternator and he wasn't even prepared for the right job. The technician spent no more than 10 minutes at my residence, looked under the hood and said that I needed a power steering hose. I told the technician to go ahead and start on the pump replacement and I would go look for a hose, or get that service done at a later date. The technician refused to install the power steering pump, as scheduled, and said I should thank him for saving me money. I told the technician that he wasn't saving me any money at all, rather charging me money and refusing service. I requested a refund and the scheduling agent laughed at me and said he would not be giving me a refund because I didn't know what was actually wrong with my vehicle when I made the appointment. I told the scheduling agent that I am not a mechanic but I still want the power steering pump replaced, and he laughed again and hung up on me. I have filed a dispute with my credit card company.

  Business Response

  Date: 02/26/2024

  Hello,
  
  YourMechanic has reviewed ******************************* complaint. YourMechanic was scheduled to install a power steering pump on February 17, 2024. YourMechanic arrived at the scheduled time prepared to install a power steering pump or an alternator. While preparing the power steering pump installation, the technician found that the power steering return line was leaking and not the power steering pump itself. YourMechanic completed the inspection and recommended rescheduling the appointment to install the power steering return line.
  
  YourMechanic reserves the right to refuse a repair as indicated in our terms and conditions which be be found at ********************************************************. Replacing a working part with a new part may cause issues if the new part is defective. YourMechanic determined that the risk to replace the power steering pump was unnecessary and that it would not improve the car's operation. 
  
  YourMechanic attempted to schedule the power steering return line repair for the same day, but was unable to accommodate ******************************* request. YourMechanic only charged for diagnosing the power steering leak since there was no repair. YourMechanic also reserves the right the charge for a diagnostic when one is not scheduled as indicated within the terms and conditions. 
  
  YourMechanic originally pre-authorized $212.48 on the day of the appointment, but *************************** was only charged $169.99 for the inspection. YourMechanic is declining to provide a refund since services were provided. If *************************** decides to have the repairs completed by YourMechanic, a $50.00 credit will be added to their appointment. If *************************** has questions about scheduling an appointment, they can contact YourMechanic at ************ or by email at ***************************. 
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21310641
  
  I am rejecting this response because this business does not have the right to refuse a seevice I paid for. If I want preventative maintenance or repairs on my vehicle, that is my choice. The mechanic complained I interrupted his lunch with my appointment and didnt want to work. I paid for a power steering pump replacement and that is the service  I wanted performed. I did not call for diagnostics therefore Your Mechamic cannot bill me for this charge. I did not authorize this charge to my credit card for diagnostics, and doing so without my consent, Your Mechanic has committed fraud. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/10/2024

  Hello,
  
  YourMechanic has reviewed ******************************* rebuttal. YourMechanic reserves the right to charge for one hour of labor when the repair that's needed is different from what was requested. As stated in YourMechanic's Term's and Conditions "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." YourMechanic's Terms and Conditions can be found at ********************************************************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 31st of december I had your mechanic come out and fix my brakes and rotors. A week later my car started making a strange noise by the passenger side front tire. I was convinced it was the new pads and rotors being broken in. Then on the january 25th my passenger tire almost came off of my car. I pulled into ********************************** to find that my car that originally had 5 lug nuts holding the tire on now had one that was barely doing the job.

  Business Response

  Date: 02/22/2024

  Hello,
  
  YourMechanic has reviewed ******************************* complaint. *************************** scheduled YourMechanic to install the front brake pads and rotors on December 30, 2023 without any prior inspection. YourMechanic arrived on December 30, 2023 and started the repair. Because additional parts were needed to finish the repair, it was rescheduled and completed on December 31, 2023 with ******************************* approval. 
  
  After the technician arrived on December 30, 2023, he documented that the brake pads and rotors were heavily worn and one or more s**** heads were stripped. The front brake pads and rotors were successfully installed to spec by the technician. YourMechanic follows the manufacturer's specifications for all **********************************. 
  
  YourMechanic wants to note the vehicle's mileage was at ******* miles on December 30, 2023 when YourMechanic was working on it. While the vehicle was at **********************************, the mileage was documented at ******* miles. ** the lug nuts were not tightened after the repair, issues should have developed much sooner due to the vehicle's weight on the wheels while driving it.
  
  YourMechanic was scheduled to inspect ******************************* vehicle to confirm the cause of the issue. The appointment was scheduled for January 31, 2024 as a warranty inspection, but *************************** contacted YourMechanic on January 29, 2024 and asked to cancel the appointment. A member from YourMechanic's warranty team left *************************** a voicemail on January 30, 2024 to explain that their warranty will be void if another shop works on it.
  
  YourMechanic's warranty indicates that YourMechanic needs to be provided the first opportunity to inspect a vehicle for warranty issues. ** another shop inspects or repairs the vehicle first, the warranty will be voided. Details about YourMechanic's warranty and this policy can be found at ********************************************* under the section labeled "What is not covered by this Limited Warranty?"
  
  YourMechanic was not given the opportunity to inspect the vehicle for the warranty issue. *************************** made the decision to have work performed on their vehicle after being informed that the vehicle's warranty would be voided if they did. There is insufficient evidence of what caused the issue with the vehicle's wheel. YourMechanic is declining to provide a refund for the brake pad and rotor installation.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:02/09/2024

  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.

  I paid to get strut mounts done for $422.06. The mechanic told me he wouldnt be able to perform the job and will refund the transaction on credits instead of my card. This happened august of 2023, fast forward to December I tried using my credits for a brake pad replacement. The mechanic never showed up. Since then I have been trying to book more services but they refuse to let me book with them. My $422 is still in the account, *** attempted to ask for a check back for the credits but they claim they cant do that. I have not been given a reason why I cant book a future appointment. The mechanics are nice out of my one experience but customer service gets snarky. All I want is my $422 back.

  Business Response

  Date: 02/16/2024

  Hello,
  
  YourMechanic has reviewed ************************* complaint. YourMechanic was scheduled to install a strut on the driver's, front side of their vehicle on July 20, 2024. No diagnostic was scheduled prior to their appointment to confirm what repairs the vehicle needed.
  
  YourMechanic offered ********************* a discounted price for the repair if they pre-paid for the appointment. YourMechanic refers to this as a 'Locked-in Booking Discount'. By accepting the terms of the Locked-in Booking Discount, ********************* paid a discounted amount for the repair. 
  
  A technician from YourMechanic arrived on July 20, 2024, but was unable to install the part. The front, lower control arms were damaged and needed to be replaced along with the front strut. YourMechanic only charged ********************* $154.99 for a diagnostic and the remaining amount was provided as a credit in the form of ** Cash on their account so it could be used on a different appointment. ** Cash is valid for 12-months after it is issued. Details about the Locked-in Booking Discount and ** Cash can be found at ******************************************** under the section labeled: "What is the Locked-In Booking Discount?"
  
  ********************* scheduled another appointment with YourMechanic in January of 2024. The ** Cash balance was applied to the new appointment. Due to complications with obtaining the parts needed for the repair, YourMechanic requested  to reschedule their appointment more than once. ********************* requested to cancel their appointment on January 29, 2024. YourMechanic did not charge a cancellation fee and the ** Cash was made available to ********************* to use again.
  
  YourMechanic is declining to offer a refund. The ** Cash ********************* was provided is still valid and can be used on another appointment. If ********************* has any questions about using ** Cash, they can contact YourMechanic by email at ***************************.
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21271551
  
  I am rejecting this response because: on Januarys appointment I was not offered a reschedule. I was forced to cancel because I have to go to work, Ive had constant issues with the business and Im not allowed to use the credits. Ive tried booking oil changes etc but it keeps saying payment issues. I call the support line and the lady told me it unable to use the credits with no remedy, if Im not offered a refund Ill be in contact with my lawyer to figure out other options, by no means was I told from the start that I wouldnt get the money back on my card. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/04/2024

  Hello,
  
  YourMechanic has reviewed ************************* rebuttal. ********************* initiated a chargeback in August of 2023. In response to the chargeback, YourMechanic disallowed ************************* account from making additional purchases which also prevented new appointments from being scheduled. YourMechanic adjusted the permissions on ************************* account to allow services to be scheduled. Since ********************* agreed to YourMechanic's Terms and Conditions for the locked-in booking discount, YourMechanic is declining to provide a refund. Details regarding YourMechanic's Terms and Conditions can be found at ********************************************************. If ********************* has any questions or needs to schedule an appointment, YourMechanic would be happy to assist them. The best methods to contact YourMechanic is by phone at ************ or email at ***************************. 
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:02/01/2024

  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.

  I signed up to have car work done, Jan. 29 2023 cost of $400.05. I realized i would not need the service and canceled the service. They have held the money as a credit on my account for over a year and at the end of the year they say that is my loss and it is a service fee for discontinuing the service I no longr needed. Just want the money credited back to my credit card, calling them is not an option, have been there done that to many times

  Business Response

  Date: 02/09/2024

  Hello,
  
  YourMechanic has reviewed *************************** complaint. On January 29, 2023, *********************** ordered a starter replacement for their vehicle from YourMechanic and scheduled the repair for January 30, 2023. YourMechanic offered *********************** a discounted price for the repair if they pre-paid for the appointment. YourMechanic refers to this as a 'Locked-in Booking Discount'. By accepting the terms of the Locked-in Booking Discount, *********************** paid a discounted amount for the repair. After *********************** canceled their appointment, YourMechanic provided the prepaid amount as a credit in the form of ** Cash on their account so it could be used on a future service. ** Cash is valid for 12-months after it is issued. Details about the Locked-in Booking Discount and ** Cash can be found at ******************************************** under the section labeled: "What is the Locked-In Booking Discount?"
  
  YourMechanic is declining to provide a refund. ** Cash is valid for 12-months after it is issued and the ** Cash provided to *********************** has exceeded that time frame. As a courtesy, YourMechanic has reissued the full amount of $400.05 as ** Cash to *********************** so he still has access to the credits for another year. If *********************** has any questions about how to use ** Cash, they can contact YourMechanic at ************.
  
  Thank you,
  YourMechanic