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:01/27/2024

  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.

  This place is not a business, in order to be a business you have to provide service. My Mechanic ****** candled my 3 times 30 minutes before he was supposed to be at my place and despite getting a text message everyday confirming my appointment! The customer service people are worthless and when asked to speak to a manager I was told that they dont have them that they work for them selfs! My car is not drivable, I spent hundreds of dollars on Ubers and Lyfts and I didnt even get an apology. They charged my card before the work was done when the website specifically says it will not be charged until the work is completed and now I have to wait up to 14 days to get refunded so I will be without a car for who knows how long! Not even an apology and the customer service person wants to get an attitude with me telling me its not his job to tell me why my appointment got canceled! Total scam and waste of time!

  Business Response

  Date: 02/01/2024

  Hello,
  
  YourMechanic has reviewed the complaint from ************************. YourMechanic was scheduled to install a thermostat on Nakitra ********** vehicle. The original appointment date was set for January 16, ****. Since YourMechanic performs car repairs outdoors, the weather can be a big concern. YourMechanic may ask to reschedule an appointment to avoid exposing sensitive parts to harsh weather elements. ************************ was asked to  reschedule two more times due to severe weather related concerns. All of the messages asking to reschedule were provided several hours prior to the appointment times.
  
  YourMechanic has already canceled ************************************ appointment as requested and refunded the full amount of $315.43. The refund should appear within **** business days from when the refund was issued. If ************************ has any questions about the refund, they may contact YourMechanic at ***************************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used yourmechanic service 3 times over four years. Every time it was to replace the batter on the car. Every battery they installed died shortly after 12 month of use. The warranty they said on battery was 12 month. The third time (this week) their installed battery was so dead that they couldnt open the hood to install new one. So they said its my problem, charged my $150 cancelation fee and left. Terrible service, terrible customer support, terrible parts they install.

  Business Response

  Date: 01/26/2024

  Hello,
  
  YourMechanic has reviewed the complaint from *******************************. ******************************* scheduled a battery replacement on their vehicle for January 19, ****. YourMechanic's technician arrived as scheduled with a new battery, but was unable to open the hood and replace the battery. YourMechanic did not want to cause any damage to the vehicle in order to open the hood. Because the issue with the hood not opening was not caused by YourMechanic, ******************************* is responsible for repairing the issue. YourMechanic charged a cancellation fee of $150.00 since there was a pre-existing issue preventing YourMechanic from completing the requested repair. 
  
  YourMechanic offers the cancellation fee back as a credit that can be used for different services. ******************************* has already been provided a credit of $150.00 which can be used on a different service. After the hood can be opened again, YourMechanic would be happy to return and install the battery using the credit that was provided. More information about YourMechanic's cancellation policy can be found at: ********************************************
  
  YourMechanic offers a 12-month and/or ****** mile limited warranty on parts and labor. Since the last battery was replaced over 12 months ago, the warranty on vehicle's battery was expired. More information about the limited warranty can be found at *********************************************.
  
  YourMechanic is declining to provide a refund for the canceled appointment since the mechanic arrive as scheduled with a new battery to install. The cancellation fee of $150.00 if available as a credit on their account and can be used towards a different appointment. If ******************************* has any questions about using the credit, they can contact YourMechanic at *************************** or by phone at ************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:01/13/2024

  Type:Order 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.

  At the end of the service, I was presented with a bill and a total on-screen of $136.48. I signed off on this bill. The next day, after the fact, my bill quote was changed without informing me and my card was charged $403.49. It is not ok to present someone with a bill and a total of $136.48 and then change the bill the day after the service was performed and signed off on. I signed the bill at the end of the service, it came in less than the original quote, but it changed again after I signed it.

  Business Response

  Date: 01/19/2024

  Hello,
  
  YourMechanic has reviewed the complaint from ***********************. YourMechanic quoted *********************** the cost to install a starter in their vehicle using a part supplied by YourMechanic. *********************** scheduled the appointment online for January 11, ****.  
  
  Customers who agree to keep the appointment date and start time and do not reschedule their appointment will receive a discounted price. YourMechanic offers a locked-in booking discount for all customers who agree to prepay for their appointment. *********************** accepted the offer and opted to prepay for their appointment on January 10, **** with the price of $403.49.
  
  *********************** called YourMechanic again on January 10, **** to ask if they could provide their own part for the repair. At this point, their appointment was already prepaid for. *********************** was informed that if they provided the part, it would not lower the cost of their appointment. If there was any balance left over after the repair, it would be provided as a credit on their account so it can be used on another appointment. This is explained in YourMechanic's FAQs at **************************************************;
  
  The repair was completed as ordered using a part that *********************** provided. YourMechanic decided to provide a partial refund to *********************** as a courtesy. The refund should appear in their account within 7 to 10 business days. If they have any questions about the refund, they can contact YourMechanic at ***************************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in need of a starter installation on my 2012 gmc Acadia. I found YourMechanic online and set up an appointment for a 1pm installation. My first red flag was when i was called and told that they had to switch mechanics because the one assigned didnt have the experience but his profile said 21 years experience The mechanic then called me at **** and said that he was doing another job and could he reschedule for 3pm. I agreed. The mechanic didnt show up until 6pm. I asked since it was dark could he complete the job today and he stated yes. @ approx 9 he completed the job i came out and the car was already running. He stated that my battery was dead and that i needed a new one. I replied that it was weird because *** never had battery problems and i tried to start the vehicle prior to him showing and all of the lights came on, radio, etc. so i told him that i would drive the vehicle to let the alternator charge it and it should be fine. As i started to drive the car, i got a code on my car i didnt recognize. Turns out he broke a sensor next to the starter that caused my fans to run and i turn drained my battery. I filed an ins claim and they sided with THEIR mechanic because he stated that it was already broken when he started the work. If that was the case why didnt he inform me Of that after his inspection

  Business Response

  Date: 01/19/2024

  Hello,
  
  YourMechanic has reviewed the complaint from *****************************. YourMechanic was scheduled to install a starter on ********************************* 2012 GMC Acadia on January 4, ****. The starter was installed as ordered. Prior to installing the starter, YourMechanic had not performed any diagnostic on their vehicle. The technician from YourMechanic was able to start the vehicle and confirm the new starter was functioning after installing the part. However, the technician noted and explained to ***************************** that the vehicle would need a new battery to operate properly.
  
  ***************************** contacted YourMechanic on January 5, **** to report that their car was not starting. YourMechanic informed ***************************** that their vehicle needed a new battery. Their battery was only providing 9.8v which indicated a bad battery cell.
  
  ***************************** called a second time on January 5, **** to report the coolant temperature sensor on their car was broken by YourMechanic's technician. So a second inspection was scheduled for January 7, **** to confirm the issue. 
  
  YourMechanic inspected ********************************* vehicle on January 7, ****. YourMechanic confirmed the connector for the coolant temperature sensor was damaged and needed to be replaced. The connector is located by the starter and was already brittle and prone to being damaged. If YourMechanic damaged the connecter, it would be considered a pre-existing condition that YourMechanic is not liable for. Images of the connector will be attached to this response. 
  
  YourMechanic states that old and brittle parts are not covered by the limited warranty. More information can be found at: ********************************************* under 'What is not covered by this Limited Warranty?'. The refund request is being declined since YourMechanic was not at fault for the condition of the damaged connector. The starter was successfully installed as ordered without any prior diagnosis from YourMechanic. If ***************************** has any questions about their service, they can contact YourMechanic at ***************************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:12/28/2023

  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.

  The business website and transparency of pricing is false. The website does not give the option to explain check engine light. It automatically sets it for an inspection. No where does it state that there has to be a second appointment for actual labor and parts to be made to the car. I had a inspection a few days ago so I booked a appointment to have the issue fixed. Not for an inspection. No actual work was done to correct the problem.

  Business Response

  Date: 01/04/2024

  Hello,
  
  YourMechanic has reviewed the complaint from *************************. YourMechanic was scheduled to inspect the check engine light on ***************************** vehicle on December 28, 2023. A mechanic from YourMechanic arrived and completed the service as requested. YourMechanic provided the diagnostic results and repair recommendations to ************************* after the service was complete.
  
  YourMechanic allows customers to skip an inspection and schedule a repair if they know what repairs are needed. ************************* scheduled an inspection to diagnose the check engine light. When using the online scheduling tool on YourMechanic.com, you are given an option to include notes that will be provided to the mechanic doing the repairs. You can preview the scheduling process by visiting *****************************************.
  
  It was determine by YourMechanic that the complete service was provided as requested. So the refund request is being denied. 
  
  YourMechanic would be happy to perform the needed repairs. ************************* will receive a $50.00 discount for completing the recommended services with YourMechanic. If they have any questions, they can reach YourMechanic at *************************** or ************.
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21065977
  
  I am rejecting this response because: no where on the website was the option they are referring to. A inspection in the ************** is $25.50. Why in the world would I agree to a $154.99 inspection. This is false advertising on their part. I'm not the only complaint. On ****** reviews it's the same complaint from other consumers. They are scamming people. It's not ok. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/19/2024

  Hello,
  
  YourMechanic has reviewed the rebuttal from *************************. YourMechanic does not provide inspections that are equivalent to state inspections or SMOG inspections and pricing would not reflect the inspections provided by state inspections. This is explained in YourMechanic's Terms and Conditions which can be found at ********************************************************. Throughout the checkout process, YourMechanic indicates the prices and services that are selected and customers are prompted to confirm an order before finalizing it. YourMechanic is declining to provide a refund since the services originally ordered were provided. 
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 01/20/2024

   
  Complaint: 21065977
  
  I am rejecting this response because:

  Your company is a scam. You clearly do not read your ****** reviews. Terrible company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/26/2023

  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 requested a brake pad replacement through YourMechanic. An appt was scheduled for 12/21/23 then rescheduled to 12/23/23 due to original mechanic not showing up. On 12/23/23, mechanic **** came to replace brake pads, & mentioned he didn't have the needed tools w/him & couldn't continue w/services due to car having stripped lug nuts. He said I would have to find another mechanic to remove them & that I would not be charged for the appt that day since he was unable to work on the car. After mechanic canceled the appt & the company processed the cancellation. They emailed me a new receipt stating I requested a ******************* would change my payment plan to cover the cancellation fee of $150. I sent an email to customer support informing them that I didn't cancel the appt & explained the above. I didn't receive a response back. I also called customer support & spoke to 2 different agents. The 1st agent informed me they would begin the process for a refund request & would call me back but never did. I called again & spoke to a 2nd agent & was told due to policy they were going to cancel the refund request & charge me a cancelation fee. I was never provided the option to reschedule the appt or have another mechanic with the correct tools come to complete the job, which is an option in their policy. I asked why I was receiving a fee as I did not cancel the appt & was informed that the cancelation fee would be credited to my account but they couldnt send any confirmation on that information. I reviewed their policy & noticed that what I was told wasnt in their policy. As of today, I have been charged $60 with a pending due amount of $90 although no services were provided. I would like to have the opportunity to have the repair done with a mechanic who has the appropriate tools & if a mechanic is unable to provide the services, that I receive a full refund as I shouldnt be charged for services I did not receive & did not cancel. Appt# ******* Sat, 12/23/23 10AM

  Business Response

  Date: 01/04/2024

  Hello,
  
  YourMechanic has reviewed the complaint from ********************************. YourMechanic was scheduled to work on ************************************ vehicle on December 22, 2023. Due to weather conditions, YourMechanic asked to reschedule their appointment. The appointment was rescheduled for December 23, 2023. 
  
  On December 23, 2023, YourMechanic's mechanic arrived on site with the needed parts. While trying to work on the car, the mechanic was unable to remove the tires. This was because the lug nuts were rounded and rusted. The mechanic did not have equipment to remove the damaged lug nuts. Since the brake pads could not be installed, YourMechanic did not charge ******************************** for the appointment. YourMechanic did charge a cancellation fee of $150.00.
  
  If a YourMechanic mechanic arrives at a vehicle scheduled for repairs and it is not parked in a safe location or the vehicle's condition prevents repairs, then YourMechanic may charge a cancellation fee. This is explained in YourMechanic's Terms and Conditions which can be found at ******************************************************** under 'Reschedule and Cancellation'. 
  
  YourMechanic determined that the cancellation fee was charged appropriately. The fee of $150.00 will be available to ******************************** as a credit to use on another appointment. If ******************************** has questions about using the credit, they can reach YourMechanic at *************************** or ************. 
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:12/22/2023

  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 hired yourmechanic.com to replace the linkage on my windshield wipers. As the service offers, I noted that I had my own parts. I had actually installed the part already and was having trouble with the windshield wipers remaining halfway up. I had spoken to **** about the problem and they suggested I had installed the part wrong. I relayed to the mechanic that was coming out precisely what I'd done and the result, and he assured me it was a "procedural" problem. These messages took place on the Your Mechanic platform so they're documented. He came out, and instead of believing what I'd said, spent 45 minutes doing precisely what i'd done, sure it would have a different result. When it didn't, he told me he'd need to charge more, despite the quote being for a flat fee with no hourly charges. At the end of the time, he insisted it was a programming error and left. It was not a programming error, it was that he did not complete the installation, and this was fixed by another mechanic in five minutes later that night. Yourmechanic left the car in precisely the same condition as it was when they arrived.

  Business Response

  Date: 01/08/2024

  Hello,
  
  YourMechanic has reviewed the complaint from *********************. YourMechanic was scheduled to replace the windshield wiper linkage on December 21, 2023. A technician from YourMechanic arrived as scheduled and installed the part as requested. The part was provided by **********************
  
  Before YourMechanic arrived, ********************* or another technician had already started repairs on the vehicle. YourMechanic allows customers to skip any diagnostics and request a specific repair if they know what parts need to be replaced. Although the repair took longer than scheduled, it was completed as ordered. However, the technician was not able to get the windshield wipers to function correctly after installing the part. 
  
  YourMechanic's technician suspected the rain sensing sensor needed to be calibrated, but additional diagnostic time was needed to confirm it. No additional time was scheduled by ********************* to inspect any additional issues on the vehicle.
  
  YourMechanic is declining ************************* refund request. The windshield wiper linkage was installed as requested. If ********************* has any questions about the repair, they can reach YourMechanic at ***************************.
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21047245
  
  I am rejecting this response because:  It's not factually true on multiple accounts. 

  1. Regardless of what service was ordered, it was clearly communicated to the mechanic, on the YourMechanic platform, in writing, what the problem was. It was confirmed over the phone. The mechanic said he could confidently fix it for the price quoted. 
  2. The repairman began and finished in the originally scheduled time of 1 hour.  He said it would take longer and that he would remain to do so if I approved additional time, and quoted a price for it. I agreed, because I felt I had no choice, but went inside to call YourMechanic immediately, and was on hold the entire time. 
  3. The repairman gave up. he said the part "needs to be programmed by the **** dealership". I relayed that in my original complaint. He did not say it "needed to be calibrated".  I said that, he rejected it. He said only the dealer could do the work. He had installed it correctly, I pointed out he had installed it exactly the way I had, the car was now in the precise condition it had been when he arrived. The mechanic left, incredibly clear that he didn't know what else to do. 
  4. The problem was not the part. The problem was solved by running the windshield wipers for a few minutes, which another repairman knew to do. It did not require the dealership at any point, or any programming. It didn't require more time. Running the wipers for a few minutes is all it took. 

  So YourMechanic has lied about the following points: 

  1. That the repair took place.

  2. That the repair took longer than quoted. 
  

  3. That I didn't authorize more time. 

  4. That the problem was "calibration" and the mechanic knew it, and if I'd authorized more time, it would have been fixed. 

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

  Customer Answer

  Date: 01/08/2024

  Attached are the communications on the YourMechanic app to the mechanic directly, telling him precisely the problem, and him assuring me it could be fixed, and then he called to confirm. 

  Business Response

  Date: 01/24/2024

  Hello,
  
  YourMechanic has reviewed the rebuttal from *********************. After arriving at the appointment for ************************* vehicle, the technician confirmed what steps would be needed to finish the repair. 
  
  YourMechanic does not recommend customers to start repairs before a technician arrives. If parts are installed incorrectly or damaged before the technician arrives, it can increase the length of the appointment time. When performing the repair, the technician noted that the windshield wiper transmission motor was wedged into place and was oriented about 180 degrees in the wrong direction. The part had to be removed and reinstalled twice to ensure it was installed correctly. 
  
  YourMechanic was only ordered to install the windshield wiper transmission motor which was installed correctly. ********************* did not schedule any diagnostic service prior to their appointment. Since the part was not functioning after it was installed, YourMechanic suggested it could be a programming or calibration issue and offered to diagnose it, but ********************* declined the diagnostic. ********************* did not explain why the part was being replaced and without diagnosing the problem, YourMechanic could not confirm how to correct it.
  
  In their rebuttal, ********************* confirmed the wipers are functioning correctly now after they were calibrated.  This confirms the technician installed the part correctly and completed the service as ordered. YourMechanic is declining ************************* refund request.
  
  Thank you,
  YourMechanic

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21047245
  
  I am rejecting this response because:

  It egregiously misrepresents what happened, what was promised and what the mechanic on site said. 

  1. The part was not installed incorrectly. The mechanic removed it, tried to install it another way, and when that didn't work, reinstalled it *exactly the way it was when first installed* and is recorded on my Ring camera admitting I had installed it correctly to begin with. As further evidence, if admitting it wasn't enough, the problem that existed when he arrived existed when he left, the exact same problem. The part was not "wedged in", that is where the part belongs. 

  2. The mechanic did not offer additional "diagnostic" time, nor would I have accepted. He said he did not have the machinery to fix it, it needed to be programmed by the dealer and only the dealer. This is also on the Ring camera recording. 

  3. He did not fix the problem, as it did not work correctly after he left, as I've stated many times already, another mechanic (not the dealer) was able to fix it. The fix was to let the wipers run for a number of minutes. 

  4. The mechanic was, as evidenced by my previous uploads, fully aware of the status of the repair previous to coming out. He confirmed this in writing and over the phone. He was overconfident he could fix it. 

  YourMechanic simply does not want to admit their mistake here, and as a result has falsely represented what happened, by shifting the story each time they respond. I have maintained this entire time the same story, which is backed up by written evidence, already uploaded, and if given a way to do so, will corroborate with video evidence. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/17/2023

  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.

  Is set up an appointment and paid $207 for the parts and Labor to get my right front control arm replaced. Not only did the Mechanic arrive 3 days late, once he arrived he said he couldn't replace the control arm as the frame was broken which meant he couldn't replace it. He only worked on the car for 20 minutes and they charged me as if he were the for the hour & a half long time he was expected to be there. They also charged me for a late cancelation fee even though the Mechanic was the one to cancel the appointment as he told me he couldn't get the job done and even told me it wouldn't be fair to charge me for the late cancelation fee. Right after he left YourMechanic called me and said I would only get refunded in credit. They never let me know the only way to get a refund was through store credit. I demanded a refund as I didn't want to use their services anymore, yet they kept denying me a refund and basically said it is what it is. They are stealing money that I need to purchase a new replace part for the frame.

  Business Response

  Date: 01/04/2024

  Hello,
  
  YourMechanic has reviewed the complaint from *******************************. YourMechanic was scheduled to install the lower and upper control arms on the front, right side on *********************************** vehicle on December 15, 2023. YourMechanic contacted ******************************* prior to the appointment because the vehicle does not have upper control  arms. After speaking with *******************************, the appointment was updated to only install the front, lower, right control arm.
  
  YourMechanic was originally scheduled to arrive on December 15, 2023. Before going to the appointment, the mechanic spoke to ******************************* and the appointment was rescheduled to the following day. On the following day, the mechanic contacted ******************************* when they were available for the repair, but ******************************* asked for the appointment to be rescheduled to the next morning.
  
  YourMechanic arrived on December 17, 2023 to complete the repair. However, the part could not be replaced. Due to excessive rusting, the control arm and connections were unreliable. The appointment was canceled and a cancellation fee was charged since the repairs could not be completed. The original repair amount for $207.61 was not charged.
  
  YourMechanic allows customers to schedule their own repairs without paying for an inspection fee first. If a mechanic from YourMechanic arrives to a vehicle and it is in a location or condition that prevents the repairs, then YourMechanic may charge a late or cancellation fee. This is explained in YourMechanic's Terms and Conditions which can be found at ******************************************************** under the section labeled 'Reschedule and Cancellation'. 
  
  YourMechanic considers the cancellation fee valid. When an appointment is canceled, the fee is converted to a credit which the customer can use on a different appointment. ******************************* has a credit available for $150.00. If they have any questions on how to use the credit, they may contact YourMechanic at ***************************.
  
  Thank you,
  YourMechanic

• Initial Complaint

  Date:12/12/2023

  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 attempted to use this service to have my car battery replaced when it died. The mechanic called me two hours before my appointment and stated that he refused to come work on my car because the commute was too far. I called customer service and insisted on a refund since the company could not deliver on what they promised. The customer service would not commit to refunding my money even though they told me they couldn't deliver on the service I had been charged for. When I asked to speak to manager, the agent refused. I still have not received a refund almost two weeks later.

  Business Response

  Date: 01/05/2024

  Hello,
  
  Thank you for contacting YourMechanic.
  
  We apologize for the delay in response.  
  
  We processed a full refund of $139.99 on 12/1/2023 upon cancellation of appointment 6016838.  The Acquirer Reference Number (***) is 24011343336000017038288.  If the customer has any further information about his funds or refunds, we highly suggest he speak to his bank or card institution and provide the *** listed above.  The *** can help customers track refunds with their bank.
  
  Best regards,
  Wrench/YourMechanic Team
  **************

• Initial Complaint

  Date:11/29/2023

  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 have a problem related to services performed by YourMechanic on October 7th, 2023 (appointment #*******). I am dissatisfied with the service due to the following issues:1. Coolant Leak: Immediately after the service, I observed a substantial coolant leak beneath my vehicle. The radiator coolant hose was not properly attached, resulting in a significant leak. I had to invest considerable time and effort to address the issue personally, as the leakage posed a risk of engine overheating and related complications.2. Front Bumper Damage: I also discovered severe damage to the upper part of the front bumper, with the intake section being completely shattered. This damage not only affects the vehicle's aesthetics but also presents a potential threat to the cooling system.3. Failure to Follow Protocols: After they sent another mechanic to inspect the issue, he confirmed that the radiator coolant hose was broken. I learned from him that the original mechanic did not follow YourMechanic's established protocols, which require taking pictures of the vehicle and the specific service area before starting the work. This oversight may have contributed to the difficulties in addressing the issues.4. No Notification of Issues: The mechanic did not conduct a test drive and did not inform me of these issues, which, if discovered during a test drive, could have been resolved promptly.5. No Existence of ************************ Prior to the timing belt replacement, I did not experience these issues with my vehicle. This situation is in ***** contrast to previous services I have had through YourMechanic, during which I encountered no such problems.I have made multiple attempts to resolve these issues with YourMechanic directly, but they declined to address the problems based on their policy. Therefore, I am disputing the charge in pursuit of a fair resolution.

  Business Response

  Date: 12/01/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  We can confirm we performed a timing belt service for the customers vehicle, a 2008 Audi A4 L4-2.0L Turbo.  While booking the appointment, the customer opted to provide their own parts to the service. In doing this, the customer agreed that the warranty for their service would be voided completely. It is not guaranteed that the parts provided by the customer are correct and a confirmed match for the vehicle. 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. *** payment terms of service are publicly displayed on the  yourmechanic.com website. *** 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. 
  
  It is also important to note that the customer did not have a previous, paid-for, full diagnostic by YourMechanic.
  
  We did receive the claim and take all claims seriously.
  
  *** claim was denied for several reasons:
  
  *** hose that was claimed to be disconnected by the technician was not disconnected during the service.
  YourMechanic is not responsible for brittle plastic materials deteriorating during a repair. We have a very clear disclaimer related to this.  Plastic, composite and rubber engine and cooling system components are often affected by age and temperature fluctuations and become fragile over time. Because of this, such parts can break or even disintegrate during procedures that involve their disassembly or handling. You understand that Wrench **** will not be held liable for these types of component failures see full terms at ********************************************************
  *** customer elected to provide the warranty in full when electing to provide his own parts.  See yourmechanic.com/warranty.
  
  It is also important to note that YourMechanic does take pictures during the appointment.  *** standard intake photos are of the odometer, VIN, license plate, exterior of the vehicle.  This was followed on the inspection report.
  
  Ultimately, the customer elected to do a chargeback or inquiry with the card institution.  We will accept whatever the card-issuer adjudicates.
  
  Best regards,
  YourMechanic Team
  **************
  
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20931071
  
  I am rejecting this response because:

  I appreciate YourMechanic's response; however, there are critical aspects of my concerns that remain unaddressed:
  

  1. Coolant Leak: The immediate and substantial coolant leak following the service is a genuine and alarming issue, regardless of whether the hose was physically disconnected. The response does not sufficiently acknowledge the severity of this problem.

  
  2. Failure to Follow Protocols: The acknowledgment of a broken radiator coolant hose during the follow-up inspection raises questions about the service's adherence to what the mechanic from the follow-up appointment stated were YourMechanic's established protocols. This oversight has significantly contributed to the difficulties in resolving the issues.

  
  3. No Notification of Issues: The lack of a test drive and failure to inform me of the discovered issues immediately after the service are concerning. A more proactive approach to addressing and rectifying problems would be expected from a service provider.

  
  4. No Existence of ************************ The assertion that the problems did not exist before the timing belt replacement is crucial. The service was meant to improve my vehicle's performance, not introduce new issues.

  
  5. Intake Photos Discrepancy: Contrary to YourMechanic's assertion, as per information provided by the mechanic during the follow-up appointment, the standard protocol of taking pictures of the car and the work area prior to commencing the repair was not followed in my situation. Regrettably, photos were only taken after the work was completed, limiting their value in documenting the condition of the vehicle before service.

  
  6. Responsibility for Damage: While I provided my own parts, this does not exempt YourMechanic from the responsibility of conducting the service professionally and avoiding damage to my vehicle. Any damage caused during the service should be addressed and rectified, regardless of the source of the parts used.

  
  7. Necessity of Radiator Hose Disconnection: It is essential to clarify that, in the case of my specific vehicle (a 2008 Audi A4 L4-2.0L Turbo), the design and placement of the radiator hose necessitate its disconnection during a timing belt replacement. Failing to disconnect the radiator hose poses a significant risk of damage due to its length and positioning.

  
  Despite my attempts to resolve these concerns directly with YourMechanic and their explanation of their policies, I remain dissatisfied with the outcome. I am seeking a resolution that genuinely addresses the issues experienced during and after the service.
  
  Sincerely,
  
  *********************************