Business Profile

Auto Services

YourMechanic

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Complaints

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

Customer Complaints Summary

228 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/28/2023
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.
Incompetent ****** came to my house August 18, put 10 qts of oil in an 8 1/2 quart engine for a basic oil change. No report of any leaks prior to him coming. Now I have over $2000 worth of engine repair due to massive oil leak. Work was inspected by your mechanic and I can't get a call back from warranty regarding repair. I can't drive the vehicle now and I a highly ****** off!!!!!!
Business Response
Date: 12/04/2023
Hello,

Thank you for contacting YourMechanic. We did receive the customers claim and we take all claims seriously. Our warranty team is currently in contact with the customer. We last reached out to the customer approximately two hours ago by phone. We called, received no answer. We left a voicemail. We welcome the customer to call us back at ************** to discuss these concerns.

Best regards,
YourMechanic Team
**************
Initial Complaint
Date:11/28/2023
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.
On March 4th, 2023, ****************************** showed up at my residence to replace my ******* alternator. ****** assured me the brand Ultima was good and had a low failure rate. I asked about his certification, he had none but stated he was qualified to perform the job and this job was simple. Since I was going to get charged no matter if the job was performed or not, I relented and gave ****** the keys. ****** installed the alternator and left. On the night of 3/7/2023, my car wouldnt start. I called roadside assistance. The gentleman tried to jump my car, but my battery was too drained. I had to buy a new battery for $185.95. The Murano returned to life, only to die a day later. I notified Your Mechanic tech support of my Dilemma and the guy on the phone started rapping about the insurance policy being voided if anyone else touches the alternator and they would charge me an additional $170.00 to send out another mechanic to inspect the bad alternator ****** installed. I relented, then they said the earliest they could get another mechanic to assist me was three days later. I told them I needed the car sooner. The tech said they couldnt get to me sooner. I had zero faith in your mechanic and towed my Murano to a certified repair shop called ************************. A day later, they informed me that the installed Alternator was bad. On top of that, the electrical wires that connected the Alternator to the rest of the car were burned and had to be replaced before the Murano could be operational. This added an additional $150.00 to the overall cost and $145.00 to get a proper diagnostic, plus labor costs. Ive spent an additional $1,200.00 for a repair job that initially cost $728.13. They initially offered to refund the cost of the bad alternator they installed which was $254.99, but now they are claiming the warranty was voided when I was forced to take my car elsewhere and they will not refund the money they charged me for the alternator and labor.
Business Response
Date: 12/01/2023
Hello,

Thank you for contacting YourMechanic. We did receive the customers claim and we take all claims seriously. Unfortunately, the customer did not move forward with the warranty process. The warranty terms and general terms of service must be agreed to before an appointment with YourMechanic is booked. Full warranty terms can be also be found at yourmechanic.com/warranty.

Ultimately, the customer elected to dispute the charge with their card issuer. We will accept whatever decision the card issuer adjudicates in this matter.

Best regards,
YourMechanic Team
**************
Initial Complaint
Date:11/23/2023
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.
On November 20, 2023, I had an appointment with YourMechanic to replace a radiator hose and spark plugs on a 2012 ******** ***** We purchased OEM parts. The technician ******* arrived and he proceeded to repair the vehicle. 2 hours later he explained to us that he had replace the hose and the spark plugs. In addition to that, he should use the used parts and left them on top of the trash can. He then stated that he overfilled the reservoir with antifreeze because he had to completely drain all the remaining antifreeze from the radiator. He pointed to the antifreeze on the ground and said it was from the drainage. He also provided photos of his repair. The suggested that we get an oil change because the service engine light suggested one. The car seemed to be running fine. 2 days later we had the oil changed but one of the technicians asked if we noticed antifreeze leaking. We stayed that we just had the hose replaced due to a leak. Today, Thanksgiving Day, while driving my car, the engine started smoking. I stopped the car and opened the hood to find my car was on fire. The complete passenger side was charred. I called YourMechanic to have someone come out and they told me it would take 5 days. My car is totaled out according to the insurance company. I only had 71k miles on it. Not only did they put me in a life threatening situation but they didnt seem to care. I paid for a service that almost cost me my life. I want all my money back.
Business Response
Date: 12/01/2023
Hello,
Thank you for contacting YourMechanic.
On 11/19/2023, the customer booked an appointment with ********************** for a spark plugs replacement service and a radiator hose replacement service on a 2012 ************* C250 L4-1.8L . *** requested service was completed on 11/20/2023 for the quoted price of $434.99. 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. All terms of service are publicly displayed on the yourmechanic.com website. YourMechanic completed the requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer.
We did receive the customers claim. We take all claims seriously.
We reviewed the service information related to the part replacement services performed on this appointment. *** services performed by YourMechanic do not appear to pose any fire risk according to service information. *** components replaced do not contain or route any flammable working fluid, nor does any component that was removed in order to access the original repair areas. With the current information provided to YourMechanic, there is no indication that the fire was caused by this appointment.
We have been in contact with the customer. Any new documentation or information sent to us will be reviewed in good faith.
Best regards,
YourMechanic Team
Business Response
Date: 12/01/2023
Hello,

Thank you for contacting YourMechanic.

On 11/19/2023, the customer booked an appointment with ********************** for a spark plugs replacement service and a radiator hose replacement service on a 2012 ************* C250 L4-1.8L . *** requested service was completed on 11/20/2023 for the quoted price of $434.99. 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. All terms of service are publicly displayed on the yourmechanic.com website. YourMechanic completed the requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer.

We did receive the customers claim. We take all claims seriously.

We reviewed the service information related to the part replacement services performed on this appointment. *** services performed by YourMechanic do not appear to pose any fire risk according to service information. *** components replaced do not contain or route any flammable working fluid, nor does any component that was removed in order to access the original repair areas. With the current information provided to YourMechanic, there is no indication that the fire was caused by this appointment.

We have been in contact with the customer. Any new documentation or information sent to us will be reviewed in good faith.

Best regards,
YourMechanic Team
Customer Answer
Date: 12/27/2023
This company asked me to provide them with a copy of the estimate total loss of the vehicle. The response via phone was to provide them a copy of the video of the car after the fire. I have the call records were they contacted me various times on 11/25/2023. They stated that they would work with me. All parts were genuine ******** parts which are pictured in the photos that the mechanics reported with my receipt.
This merchant is full of it. Refund me back what you charged and we will call it a done deal.
Initial Complaint
Date:11/15/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a mechanic to come out and fix my alternator for the next day. i went ahead and opted to pay in full in order to get a $40 dollar discount so that brought my total to 281. found out my alternator was good. I didnt agree to have the amount charge of 281 to be refunded as a credit to be used for a future need, that was not the agreement. The agreement states that If the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $150.00 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurred. So I was charged a ****** cancellation fee and the total charged (being the 150 late fee and 40 discounted amount will be credited back as YM cash. It doesnt say anything about the 281 which I already paid the day prior being refunded as YM credit. That was not a charge that was already paid and the only charge at that point is the 150 late fee. In the contract it doesnt say anything about if the appt is cancelled less than 48 hours
Business Response
Date: 11/16/2023
Hello,

Thank you for contacting YourMechanic.

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

Best regards,
YourMechanic Team
**************
Customer Answer
Date: 11/17/2023

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:11/14/2023
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.
On 11/10/2023 I set an appointment for "Your mechanic" to inspect my 2008 Chrysler Sebring 3.5 for a "No start" issue I had with my car.The mechanic arrived before my appointment set for 4:30 and claimed he lived in ********* and since he was in the area he doesn't mind waiting around for a few minutes since I was on my way home.I paid $165.00 for the inspection which took around 20 to 30 minutes. According to the advertisement and the 5 stars they have on their website , an inspection is warrantied for 12 months. After the diagnostic, the mechanic told me it was my camshaft and crankshaft sensors that were bad. I purchased both sensors and replaced units, but that did not solve the problem, so I decided to call customer support since they didn't respond to my email I sent earlier.I spent ********************************************************************* an other $165.00 to come out again to check the vehicle .I tried to explain to the gentleman on the phone the service is less than two weeks and he needs to schedule an other appointment for a mechanic to come check out the vehicle since the previous diagnostic failed to reveal the problem and he said the only way a mechanic will come out to check out my car is to pay an other fee.I don't think that's fair for "Your Mechanic" to falsely advertise "Customer Satisfaction" is their guaranty and they tried to **** me up.Thanks,*********************** *******************
Business Response
Date: 11/15/2023
Hello,

Thank you for contacting YourMechanic.

Vehicles are a complicated piece of machinery. Unfortunately, sometimes more than one thing can be wrong with a vehicle simultaneously and/or more than one inspection and repair may be needed to completely fix a vehicle.

In the terms of service that all customers agree to, we express this. Here is a direct excerpt from our term of service:

"If you schedule a diagnosis Job with a Technician, he or she will first seek to diagnose the problem. In performing a diagnosis, he or she may go through a step-by-step process to rule out or confirm part failures through visual inspection and/or appropriate tests. Although Technicians use their experience in performing diagnoses, we cannot guarantee that any particular diagnosis will identify all of the problems with your car (and/or solutions) during the first inspection. Sometimes, the only way to get to the root cause of a problem is to go through a process of elimination that is, to replace a part suspected to be defective and then see whether the problem still exists.

After receiving a diagnosis, you may request subsequent repair work recommended based on the diagnosis. You agree that our Limited Warranty applies only to such repair work, not to the completeness of the diagnosis or to any problems that you may be experiencing with your car (other than a problem with the replaced part itself). For example, if your car has an oil leak, the leak may be coming from two or three different places in your engine. The Technician may recommend replacing the part responsible for the most obvious source of the leak, and then recheck the car to see if there are other components that are leaking too. You understand that, if there are other leaking components, replacing those other components would be separate work subject to an additional Charge."

Full terms are available here: ********************************************************

As the customer elected not to have the work done by YourMechanic, we were unable to gain the insight from doing the repair, relevant resets, etc. Additionally, the technician specifically noted in the customer's report that replacing the camshaft and crankshaft sensors as the "first step."

Below the is the full recommendation by the technician:

"While cranking vehicle lose rpm signal in scan tool data. Customer has installed pcm from another companies recommendation. Vin number in pcm matches vehicle Vin number. Recommend cam and crank sensors as first step and retest. Vehicle loses spark after cranking for a moment. Have power and ground at fuel pump, have fuel pressure, vehicle will not run off alternative fuel."

If the customer would like another inspection, the standard charge would be applicable.

Best regards,
YourMechanic Team
Customer Answer
Date: 11/16/2023

Complaint: 20870861

I am rejecting this response because:
1) The mechanic failed to provide me with correct diagnositic
2) The parts the mechanic suggested to preplace were not correct parts because after replacing the parts, the problem still exists
3) I would expect some kind of care and ethics from a company that advertised 5 stars services and customer satisfaction .
4) Why would I pay an other $165 for a service that was not rendered .
5) The mechanic never bothered to call and check on the diagnosis he provided to see if the problem was solved.
6) ************ is a complete rip off .
7)At this point, I don't even feel like dealing with them and a refund would be the correct way to resolve this dispute.

Sincerely,

***********************
Initial Complaint
Date:11/08/2023
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 first appointment that I booked with them on 10/12/2023 they replaced my brakes as requested. Told the "mechanic" that day that there might also be a brake leak. Was told he couldn't fix it cause that wasn't what the appointment was for and I would have to make another appointment for it. I understood. Booked the next appointment for the recommended service minus one service 10/29/2023. Got a message from them asking what I suspected was wrong with my car and I had replied with the brake leak on the left rear side. The guy took parts off my car without replacing them and now my car is undriveable. He didn't fix the leak but made it worse. Was told the appointment was going to take 3 hours but he only spent 2 hours looking at it and taking parts off it. Mind you they have no separate option to select on their service page about fixing leaks. But they said on their website that they will fix them that same day. They took it down after I called them out on their BS. Refused to give me a refund for $490.46 for him to take parts off my car. This company takes advantage of people especially ones that have little knowledge about cars.
Business Response
Date: 11/10/2023
Hello,

Thank you for contacting YourMechanic.

On 10/23/2023, the customer booked three services with **********************. A brake, steering, and suspension inspection, a brake system flush, and a brake warning light is on inspection. On 10/29/2023, all three services were rendered. As the customer stated, she had a leak. Inspections were booked for that leak. No part replacement was booked. No specific repair was booked. Again, only the two inspections and a brake system flush were booked. We completed the services for the original booking price and quote of $490.46.

During the inspection, the technicians found a low brake fluid level. He also found rear wheel cylinders, brake shoes, brake drums, hardware, wheel adjuster and lever need to be replaced. See the pictures in our attachment to support the technicians findings.

We provided the service the customer requested. No refund or partial refund is due at this time.

Best regards,
YourMechanic Team
**************
Customer Answer
Date: 11/10/2023

Complaint: 20841261

I am rejecting this response because: the mechanic removed parts from my car and did not replace them. During inspections you are not supposed remove parts. You took advantage of me and countless others. Own up to your ****.

Sincerely,

***************************
Initial Complaint
Date:11/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I scheduled service for brake repair and paid $421.43 up front. I canceled the appointment because A friend did the job so I no longer needed the appointment. I was charged a $75 cancelation fee which was fine but I was expecting it to come out of the 421 I already paid! I called to fobs out when I was getting a refund and they proceeded to tell me I was provided credit for future use. What in the actual hell???? I do NOT plan on using this service again especially after this and I will tell everyone to stay clear! There was absolutely NO work done and the mechanic didn't come to my house so there is NO rain why I shouldn't get a full refund minus the cancelation fee. Just give me my money back!!!!
Business Response
Date: 11/08/2023
Hello,

Thank you for contacting YourMechanic.

The customer received a refund in full yesterday, 11/7/2023. This was done for customer satisfaction purposes only. The customer received an email from us confirming the refund as well.

To provide additional insight as to why the charge was not refunded initially, after the customer booked the appointment, the customer opted into a promotion called Looked-in booking. When doing so, customers receive a discount for their appointment and agree to receive credit in lieu of a refund if an appointment is canceled. We would like to reiterate that opting into this promotion is 100% voluntary and it is not required to prepay for an appointment.

Best regards,
YourMechanic
Initial Complaint
Date:10/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a **mplaint against Your Mechanic for the poor customer service and lack of actual services rendered and deceptive sales tactics. I scheduled an appointment at 2:00pm and rearranged my day ac**rdingly. I emailed and texted both mechanic and ** all day asking their location only to be repeatedly told "on route". However, the mechanic only arrived well after 6:00pm after giving false updates about his arrival. While inspecting my car, looking at what I believed would be replacing the master cylinder, my friend called, who is also a mechanic, and informed me that the master cylinder replacement was unnecessary since he had replaced it within the past year and not to let the guy try and trick me into something unneccesarily. I only needed new brake pads. The mechanic agreed to adjust the price to $126 and left, promising to return to finish the work. However, he never did and I later dis**vered that he charged me over $550 for nothing.I have already **ntacted the **mpany to address the issue, but I have not received a satisfactory response. This is highly unprofessional behavior, and I feel that I have been taken advantage of by the **mpany. I want a refund to my credit card immediately for the amount charged and an apology for the in**nvenience caused. I also let my bank know of this issue and am going to file a **mplaint with a **nsumer watch group in PA
Business Response
Date: 10/25/2023
Hello,

Thank you for contacting YourMechanic.

We can only find one appointment associated with this account. On 10/23/2023, the customer booked a brake master cylinder replacement. This was booked without having a previous inspection appointment by YourMechanic. This was not booked under YourMechanics recommendation. It was booked directly by the customer without ********************** knowing any of the vehicles history. We did not try to trick the customer in any capacity and this master cylinder replacement booking was done completely online by the customer.

Ultimately, as the customer mentioned in the original complaint, the customer did not want or need the master cylinder as it was recently replaced. We are unsure why the customer booked this part to be replaced in the first place. Ultimately, the appointment was canceled. The only charge was a $150 late-cancellation fee as it was canceled after the technician arrived at the appointment. We did not charge $550.

In summary, the customer themselves booked the master cylinder replacement, not YourMechanic. The appointment was later canceled because it did not need to be replaced. The only charge paid to YourMechanic is $150 as a late-cancellation fee. We did not book, recommend, or pursue a master cylinder replacement to the customer in any capacity.

We apologize that the technician was late and can confirm he was late.

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

Customer Answer
Date: 10/31/2023

Complaint: 20779279

I am rejecting this response because:

Last week I scheduled YourMechanic to come to my home around lunchtime. I repeatedly texted the guy once he was late, only to be told his dog was sick and he was running late. This back and forth lasted until after dinner when he finally showed up at 7 pm and it was dark. He initially was going to replace the master cylinder but when my friend was on speakerphone and told him that was already done, he then said he would cancel that request and put in a new request to save me more money and "really fix" the problem. He said he had to go and get new parts for the repair and would return. He never returned, never responded to texts, and then when I went online to try and reach him the only thing I saw was that he put in a new request for over $500. He canceled, put in a new more expensive order, and then never returned and did no work! Next this i know the company charged me $150 telling me I was being charged a cancellation fee. When I called to complain they told me I could get a credit for $150 if I used their service within the next year. I never rec'd any work, the guy never returned and this is deceptive and fraudulent behavior on the part of this company. When I spoke with a supervisor she told me that "they had been trying to call and reschedule" which is a lie. And if they are calling to try and reschedule, it is indicative of THEM canceling, NOT ME!. It is outrageous and not the first time the company apparently has done this as many reviews I am reading now state.
Initial Complaint
Date:10/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yourmechanic.com I hired this service to go to my sons home in ********* to repair a car problem. The technician showed up 4 hrs late. He then installed the part incorrectly and told my son to drive to nearest auto store to add coolant. On the way to get coolant his car broke down. We had it towed to another shop . We were told that the mechanic installed the part wrong and it shot into the engine causing 2500$ in damage
Business Response
Date: 10/19/2023
Hello,

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

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

Customer Answer
Date: 10/19/2023
Here is the info the company requested
Customer Answer
Date: 10/19/2023
Here is the info the company requested
Business Response
Date: 10/23/2023
Hello,

Thank you for contacting YourMechanic.

On 10/12/2023, the customer contacted ********************** and booked and authorized an appointment for a Coolant Temperature Switch (Sensor) Replacement on a 2014 **** Escape L4-1.6L Turbo. The requested service was completed on 10/16/2023. The requested service does not include a diagnostic inspection to confirm the conditions of the vehicle or whether the requested service would fix the vehicles issue. Immediately after booking the appointment, the customer was emailed written confirmation of the appointment outlining the service requested, appointment details, quoted price, and payment terms. The payment terms of service are publicly displayed on the yourmechanic.com website. The terms explains that at the time of scheduling a job or service, payment is authorized by the customer to be processed on the preferred payment method provided. All charges are final and paid by the customer. Payments are due immediately after completing the requested service or upon cancellation of the appointment requested (if canceled within 48 hours of the appointment start time) after completing the booking process.

On the day of the appointment, YourMechanic arrived with all the proper tools to get the customers service completed. YourMechanic replaced the Coolant Temperature Switch (Sensor) per the customers request. There were no reported issues that prevented the services from being completed.

When the claim initially came in, the customer and/or the customers mother declined to let YourMechanic perform a warranty inspection and start the warranty processed as outlined at yourmechanic.com/warranty. Instead, the vehicle was taken to a third-party shop. All customers must agree to the warranty terms prior to booking an appointment with YourMechanic and the terms are otherwise available 24/7 on our website.

YourMechanic completed the requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer. The customer declined to follow the warranty process. The customer is responsible for the full payment and no refund or partial refund is due at this time.

Best regards,
YourMechanic Team
Initial Complaint
Date:10/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Oct 4 2023, filled out a form online to have a mechanic look at my **** Jeep Wrangler. Was not sure what the issue was with my car but in order to ask for a mechanic to look at the car i need to check a box on what i thought it might need. the mechanic looked at my car and said it didn't need what i check the box for but thought it might need a new clutch. so i was charged $170 for them to look at the car and then for them to tell me i need to find another mechanic to do the work. well at further glance of their website, after filling out the information about my car, the DO provide a service according to their website to fix the master slave cylinder. so i called them back and asked them to have a mechanic come fix the car. they said NO, we dont' do that and i said i paid for you to look at it and a portion of the $170 would apply to repairs. instead they said they don't do that work when in fact its listed on their website as work that they do. very confusing and very misleading to a consumer. simple requesting fund be returned to me!
Business Response
Date: 10/18/2023
Hello,

Thank you for contacting YourMechanic. The customer did not initially book an inspection. The customer booked a clutch switch for $313.07. Ultimately, the clutch switch was not the correct part replacement/repair the customer needed. As such, the customer was charged an diagnostic fee as outlined and agreed to at **************************************************************; The diagnostic fee for the customers area was $159.99 plus tax. By doing this, we saved the customer money by not moving forward with an unnecessary repair the customer initially booked without having an inspection done by YourMechanic first.

We cannot and do not guarantee that we can do all repairs in all areas.

Without the dispatched mechanics services, the customer would not know what repairs to take on for the vehicle. The customer is aware that they are responsible for the full payment and no refund or partial refund is due at this time.

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

Customer Answer
Date: 10/18/2023

Complaint: 20742705

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

Sincerely,

*************************
Business Response
Date: 10/25/2023
Hello,

Thank you for contacting YourMechanic.

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

Best regards,
YourMechanic Team

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