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:10/10/2023

  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.

  Today, 10/10/23 Your Mechanic refused my account closure instruction. I have a personal garage I trust that is competent & respectful of it's customers. This boiler room call center mistreats customers, & this infraction borders on data mishandling as they have no legal reason to keep my account open against my wishes. Now ALL my business will ***************, not your mechanic.

  Business Response

  Date: 10/12/2023

  Hello,
  
  Thank you for contacting YourMechanic.  We have closed the customers account.  
  
  Best regards,
  YourMechanic Team
  **************
  
  

  Customer Answer

  Date: 10/12/2023

   
  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:10/08/2023

  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.

  BUYERS BEWARE! SCAMMERS! I booked a service for 09/16/2023 5:30pm to have my starter replaced. I booked the service of removing and adding the starter back to my **** ***** Accord L4-2.3L. I chose the option to provide my own part; I had purchased a starter 03/05/2023 with a 'Lifetime Warranty' so the replacement part was free. The day of the appointment 09/16/2023 I contacted ***** at 1:11pm to get an idea of the process advising him of the problem. ***** took the initiative himself and advised he would call ******** himself to see if the part was indeed available. He contacted me an hour and fifteen minutes early at 4:15pm stating he could come earlier. I confirmed. I did advise I did have the keys with me so it would be a minute before getting to the destination. Upon my arrival at 5:08pm ***** had texted me advising he had removed the starter and had gone to pick up the part from Oreilly. When he came back I didn't ****** him I sat in a nearby apartment as he finished the job. Within 20 minutes of him returning he had completed the job and my car had started. Within two days the entire starter had literally cracked hanging from where it was supposed to be attached. I immediately called ***** because that shouldn't have happened in two days, the bolts were tightened too tight. I contacted him 09/18/2023 to let him know what took place, ***** said he could come back out but would have to see how to write up the report. Mentioning on the phone to both me and my mom he would contact ******* again to see if the part was available, but I confirmed to him I shouldn't have to pay for something put on incorrectly. ***** blamed it on the bolts that was on my previous starter that lasted for six months so I wasn't buying it. I contacted Yourmechanic to report the problem. The manager ******** booked me an inspection, however ***** had come with a starter as he had previously mentioned. He removed and added the new starter taking my starter that was covered under warranty. In ten days that starter failed. I was going to take it elsewhere to have it serviced however I learned ten days later the starter that was placed on my vehicle was not covered under my warranty. I contacted Yourmechanic and an investigation took place. I was later contacted after a free inspection confirming it was my starter again but they would have to charge me for 09/18/2023 because it wasn't the mechanics problem and they were not responsible for the starter that was trashed. I was appalled. I couldn't believe I had got screwed. The manager booked an inspection for 09/18/2023 so I never confirmed for a part other than my owns to be provided. ***** took the initiative himself because he knew he didn't put it on correctly in the first place. I now have to try cranking my car 20 times before it starts. I was told I have to pay for the previous service on 09/18 and book again. My car is still not working correctly. Now that my starter was trashed, I have to buy an entire new starter and get it placed back on my vehicle. Ultimately causing me to waste money and having to kick out more money to have the problem corrected.

  Business Response

  Date: 10/10/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  We take all claims seriously.  However, when discussing this claim with the customer, the customer threatened legal action against us.  Due to this, we do not view the BBB as a suitable platform for further discussion.
  
  We would like to note that all customers void their warranty in full when they elect to provide their own parts.  Additionally, if customers would like to keep their old parts, they must notify us in advance.  This is also in our terms of service.  Full terms and conditions can be found at **************************************************************; All customers must agree to these terms prior to booking an appointment with YourMechanic.
  
  Best regards,
  YourMechanic Team
  **************
  
  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20712181
  
  I am rejecting this response because: Of course , I mentioned legal action. After I was told my starter was trashed and I wouldnt be reimbursed. Threatened is an extreme word; when in reality the consumer does have the option to *** or reach out to BBB after receiving poor service, negligence, or simply being taken advantage of. On 09/16/2023 I selected just the service providing my own part (screenshot provided in new response). YourMechanic ***** was knowledgeable enough to know during the first appointment on 09/16/2023 (image provided in first response) in order to receive a replacement part under warranty the original has to be given back which the text shows he took the initiative and did just that. But that wasnt done on 09/18/2023. Before I reached out to YourMechanic I contacted ***** first on 09/18/2023. I explained to ***** what I saw expressing that I didnt have the money to be wasting. I as well explained I didnt have no extra money to fix what I knew was done poorly after it literally cracked and popped off in two days. It was installed too tight. When I spoke with ***** on the phone 09/18/2023 he stated he would again be calling Oreilly to see if the part was available before coming out the second time to fix his mistake. Mentioning he would write it up in a way I wouldnt have to pay. After that conversation upon ****** arrival he had a starter with him, he took off the replacement that was given under my warranty 09/16 and installed the new one. I never booked an appointment on 09/18/2023 I spoke with both ***** and ********. ******** actually scheduled an Inspection before his arrival stating he were to ************ the car and determine was it his mistake or not before moving forward because I was very adamant that I wasnt going to be paying anything after it was put on incorrectly and cracked within two days.  ******** said she would be following up with both me and ***** the following Monday because she didnt work weekends and the appointment was scheduled 7:00pm which means it would be after hours after his completion. Well that didnt happen, again instead ***** came and replaced my starter. With his previous knowledge on 09/16/2023 I was definitely very positive ***** was going to be returning the replacement starter that was covered under warranty back to Oreilly. However I was incorrect. I didnt know the part that was installed on my car wasnt an Oreilly part until ten days later after the part failed. I never agreed to receive a part from you guys for the service 09/18/2023. The part thats on my car at this time was provided by YourMechanic. YourMechanic is trying to cover up a big mess, something that started off as simple accident by *****. On the report 09/18/2023 it says there was an is*** with the bolt length that was used from my previous starter. My previous starter was installed 03/2023 and didnt go out until 09/2023 and it wasnt due to a bolt length is***. No, The starter was installed incorrectly by *****. Even on the invoice it doesnt notate where Im even paying for a starter at all on 09/18/2023 I see yall have the bolts listed that was provided for $14.40 but the labor total is $359.37 it doesnt make sense visually. But the starter wasnt covered under my warranty which it should have been. So it just doesnt make sense. Where did this starter come from then? Because technically its not listed on the invoice as a part 09/18. **** charged me the first time to install it $255.47 (invoice provided) for the labor parts marked $0.00, right? Soooo if yall provided the starter 09/18/2023 why isnt it listed on the invoice under parts but the bolts are? (Photo provided) On 09/18/2023 after everything was completed yall charged me for both an inspection and labor totaling $359.37 when I had already knew what the problem was. I was overcharged and taken advantage of. ******** said she was having ***** to come out just to inspect if it was his error or not; not to inspect my car to see why it wasnt cranking, the problem was very clear why it wasnt cranking before his arrival I sent pictures to ***** the day of before his are showing it was cracked (text provided). So I didnt need an inspection to determine why my car wasnt working but the complete opposite. ***** simply did a rush job. Ten days later I find out he or YourMechanic provided the part to cover this mistake. Now because my car still isnt working properly. I now have to spend triple the money. I have to buy a new part and pay for the labor if I go elsewhere due to the negligence. And technically theres still an invoice saying I owe yall $359.37 for 09/18/2023. After I was told I wouldnt be charged anything. Thats just a rip off. A job that was simply supposed to be $255.47 turned into $620.15 within a two day timespan. When the investigation was complete after stating my concerns ******** entire demeanor changed she had turned very cold mentioning mechanics werent responsible for picking up parts for clients mentioning it would have been my sole responsibility, right. So I responded stating I never asked him to pick up the part for me ever and the text on 09/16/2023 clearly shows that, he was in a rush he decided to do everything his self. He even wanted to get there before the scheduled time, part was already removed and he was gone upon my arrival to the appointment 09/16/2023 to exchange the part. I was trying to explain that and ******** wouldnt comprehend. I was blamed for the part being trashed and then I was told the YourMechanic policy. Again ***** himself took the initiative. He never mentioned I would need to do anything myself. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/23/2023

  Hello,
  
  Thank you for taking YourMechanic.
  
  We take all claims seriously.  The customer has stated that they will be taking legal action. Depending on a variety of factors, such as parties being from different states (which is the case here), it can take days to years before a party can be served.  Due to this, we have no way of knowing if legal action has been initiated.  As such, we must reiterate our previous stance that we cannot further discussion related to this claim on the BBB platform.
  
  Again, we would like to reiterate that all customers void their warranty in full when they elect to provide their own parts.  Additionally, if customers would like to keep their old parts, they must notify us in advance.  This is also in our terms of service.  Full terms and conditions can be found at **************************************************************; All customers must agree to these terms prior to booking an appointment with YourMechanic.  The above statement addresses the customer concern, at least in part, without discussing specifics of the claim.
  
  Best regards,
  YourMechanic Team
  **************
  
  

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20712181
  
  I am rejecting this response because:
   
  This is absurd ! This company and the manager ******** all took advantage of me. The fact that their responses are so vague tells it all. Why wouldnt I mention legal action? Thats weird. Now I cant be rectified? I dont have the mental capacity to deal with these lies at all. The screenshots tells the story, the proof is there. Im a firm believer that every DOG has their day! My God sits high and looks low.  They screwed up my car and threw away a part worth $200.00. The responders keep saying I provided my own part; yes! On 09/16 I did but on 09/18 ***** from YourMechanic came to fix his mistake bringing a part that I NEVER provided taking the one I did on 09/16 and trashing it. ***** had the knowledge to do everything correctly on 09/16 but not on 09/18? YourMechanic is covering his mistakes. I now have to sit in the heat attempting to crank my car 30 times before it ***** start all because they put a bad starter on my car I never agreed too. The starter ***** put on my car 09/18 I have no idea where it came from at all. Neither the report for 09/18 outlines me paying for a starter. It mentions the bolts but nothing about a starter. Did ***** buy the starter himself? To avoid being fired, obviously. It makes no sense that the same mechanic will take off a starter he knew he just got exchanged under warranty which means it can be replaced again, but instead he decides to put a completely different starter that wasnt covered under my warranty the following two days? Thats taken advantage. Look at the timeframes of the appointments and the charges these people are charging me and it started off as a simple freaking problem. The screenshots even display price gauging.

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

• Initial Complaint

  Date:10/03/2023

  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.

  On September 21, 2023 I paid $144 upfront for mechanic work (differential output seal replacement) to be performed on my vehicle. A service date was set for Monday 25th, 2023 at 11AM at my residence.September 25 at 8:28AM, the mechanic (****) asked for me to call them. After calling, I was told they didn't have the right part to complete the job and would need to reschedule. Though disappointed, I agreed.September 25 at 10:30AM, I was rescheduled for the following day at 10:30AM.September 26th at 10:21AM, I send a message to mechanic that "as you're replacing the seal, please have a look at surrounding parts"September 26th at approximately Noon, I receive notification that mechanic has arrived at location.September 26th at 12:15PM, I receive a message from mechanic that "there is more work and parts needed to complete job" and the company would contact me for a new estimate. I immediately called mechanic for clarification on why he could not complete job. He didn't answer and so I left a VM.September 26th at 12:53PM, I receive a call from company customer service. They inform me that because I was "requesting additional inspection services", it would be another $100. I clarified that I was not interested and did not understand why mechanic had left without performing the service I paid for. They said mechanic had already left and could not return that day. Frustrated, I requested to cancel the entire appointment. I was advised that the payment ($144) could not be refunded, but would be credited to my account for future services. I agreed.September 29th, I email company after noticing an additional $75 change on my bank account. I said that was not authorized and asked for an immediate refund.September 30th, they because I cancelled while mechanic was on his way or already arrived, I would be charged $75.September 30th, I respond to email stating that is incorrect and that mechanic left on his own fruition. I asked for the $75 to be refunded.

  Business Response

  Date: 10/05/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  Below is a direct excerpt from our terms of service:
  
  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.
  
  Full terms of service can be found at ********************************************************.

  
  While we at first charged the $150 late-cancellation fee (which is equivalent to one hours labor), we lowered it to $75 due to the previous reschedule request that was requested by YourMechanic.  Additionally, we provided a $75 credit that will be good for one year.
  
  Best regards,
  YourMechanic
  **************

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20691090
  
  I am rejecting this response because:

  When on the phone with the customer service rep, I was never told there would be ANY additional fees/penalties for cancelling.  I was ONLY told that what I had already paid ($144) would be credited to my account for future use.  Since you record the conversations, you should have access to the audio.  In addition, the mechanic should have had everything needed to complete the job without need for further parts.  I hired him to replace the output shaft seal.  There was nothing prohibiting him from completing that job when he arrived on-site.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/02/2023

  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.

  ******************************* ************************************************************* To whom this ever may concern: I requested car service from Wrench/Your Mechanic, *************************************************************************, to service my 2016 Dodge Dart for three motor mounts. ***************************** showed up to my residence to service my car with only two motor mounts. I asked him why he only had two and he stated he did not know why. I was supposed to have three mounts and I was told ******* was the one who took it off. Not sure who made this mistake, but now they want me to pay more that what I was quoted originally. I contacted their office on 08-04-2023 and left a voice message for ****. **** contacted me back on 08-07-2023 (Ref # *******) she stated that I only needed two motor mounts. So, after the two motor mounts was placed my car is making noise, this was not happening before ****************** came out and replaced the two motor mounts. I called them back and received a new appointment. *********************** came out and did and inspection and this was his diagnosis:Engine is making a gurgling sound, performed test drive with customer to confirm clunking noise. Found lower engine cover scraping on ground and deformed. Removed lower engine cover and performed short test drive. Found no change in clunking noise but dragging noise when away. Performed power brake test and found engine movement. Lifted drivers side of the vehicle and moved tire back and forth and clucking noise could be heard in relationship to engine movement. It appears that the passenger front motor mount is sagging and likely causing clucking noise. Recommend motor mount replacement on the passenger side and reinspection. Note this is the motor mount that is near/below the engine air filter housing and coolant reservoir.********************* came out and he put the right-side motor mount in, and my engine is not stable. So, on 09-23-2023 **** came out again and he said I need the rear motor mount?? So, I went and got the rear one and hat it put on and the mechanic **** who put it on states that the right-side mount does not have enough rubber to hold my engine in, so I contacted Wrench/Your Mechanic back on 09-25-2023 left a message and ******* called me back. I explained to him my issues and he stated they cannot take my word on what another mechanic stated and continued to state what I was telling them was not true.This is the breakdown of my service:I was quoted $134.99 however I was charged $150.00, service number *******. The Service price was $154.99 Locked-In booking discount price $134.99, Enjoy $20.00 off of your booked appointment when you agree to keep your scheduled appointment date and time. Click here to redeem. Offer expires at Friday, Sep 22 @ 5:10PM.At this point I just want them to give me my money back for all the parts so I can take it to Dodge and have them fix my vehicle. Sincerely,******************************* ************ ****************

  Business Response

  Date: 10/04/2023

  Hello,
  
  Thank you for contacting YourMechanic.  
  
  We have received the customers claim and we can confirm that we replaced two engine mounts and a transmission mount for this customer.  The customer stated another shop told her our mounts did not have enough padding.  However, we used the correct parts and we are able to cross-reference the correctness of said parts through the vehicles VIN.  When we receive a claim, it is standard to do an inspection and follow the warranty process as outlined here at  ***************************************************; Please note, all customers must agree to our warranty policy and general terms of service before booking an appointment with YourMechanic.
  
  The customer initially agreed to a warranty inspection, but later canceled it.  Additionally, the customer was unable to send in information such as a mechanic report/shop report supporting her claim for YourMechanic to review.  Unfortunately, we cannot process a refund without the customer going through the warranty process. 
  
  The customer is responsible for the full payment and no refund or partial refund is due at this time. 
  
  

  Customer Answer

  Date: 10/04/2023

  Hello ,

  Brittany , every time they come out they want to charge me if the Mechanic come out and if that person says that it is not one of there parts that is under warranty then they charge me ? My car only need motor mounts and now my cars engine is moving/ ridding like it is going to fell out. My car was not doing anything before they put these motor mounts on. ********************* came out on 9/23/23 and told my Husband and I that I just needed the a rear mount. So I went and got it put on. And yes I canceled the 2^nd time , because **** had already come out  on that ********* and never looked at the right side that he put on and said that I need the rear mount ? Not sure why they said that I canceled I didnt the person came out on that ********* ? Also was over charged for them coming out on 9/23/23, ************ he said that he asked them not to charge me.

  They charge me ******, but I was given a price on ****** ? ***** invoice was not up for me to print so I like to know where did they get his info, because I have spoken to **** and he said he had not spoke with ******* who is saying all of this.

  Mechanic is on the way to you

  Quote requested

  Appointment booked

  Mechanic on the way

  Appointment completed

  As you can see Appointment still not complete or his invoice

  All I need is some help with this, they messed out my car.

   

  Thanks

  *******************************

  Business Response

  Date: 10/17/2023

  Hello,
  
  
  We are unsure what the $134 is referring.  The $150 is a late-cancellation fee as outlined at **************************************************************; The inspection that was cancelled was quoted at $154.99.  As the inspection appointment was cancelled after the mechanic arrived, the $150 late-cancellation fee was charged.  Please note, as a matter of courtesy, YourMechanic provided a matching amount of credit (called YourMechanic Cash) on the account immediately after it was cancelled.
  
  
  Best regards,
  YourMechanic Team
  **************

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20685779
  
  I am rejecting this response because: I never canceled the appointment, ********************* came to my home on Saturday 9/23/2023.Engine is shaking, pulsating or vibrating Inspection +1 Service
  YM Performed repair: Engine Mount/Automatic Transmission Mount Replacement as per cust request on 2023-08-03, YM diagnosed vehicle about Engine is making a gurgling sound and recommended: Engine Mount Replacement/Right Side Mount on 2023-09-11. YM Performed repair: Engine Mount Replacement/ Right Side Mount on 2023-09-15. ********** states is still having an engine shaking issue.************ Mechanic arrived on site No work performed No inspection, diagnostic or repair performed 50 point inspection not performed Customer did not allow mechanic to complete inspection Cancellation requested Cancelled with fee
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/02/2023

  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 had an original diagnostic performed on Sept. 11, 2023. Everything was okay, we received our quotes, and made an appointment for the mechanic to come on Sept. 13. The radiator needed to be replaced.It had to be rescheduled due to unknown reasons. The new appt. was made for Thurs.I received a notification that the mechanic was unable to make the Thurs. appt. Now, I had to reschedule for Sept. 18.Monday passed & the appt. had to be rescheduled AGAIN, this time to Sept. 20.On Sept. 20, I received a notification that my appt. with ******** has to be rescheduled AGAIN & the earliest appointment available was Sept. 25?! I could have easily taken my car to a dealership & have my car ready. I used YourMechanic because I thought I would save money but I'm now out several hundreds of dollars due to money spent on rentals as well as missing almost two weeks of paid work.On Sept. 25, ******* came for the new appt. He advised that there was no radiator part ready & would have to come back on Sept. 27. & make sure the issue was resolved as he is a Lead Mechanic for the company & assured me to not worry. Five mins. before the new appt., I received a text from him advising that he cancelled. I sent two texts to his personal number (which he provided) to see what was going on. He read the messages & chose to ignore me.Next appt. was scheduled with ****** on Sept. 28. He showed up & gave the same song & dance about the part not being ready. I scheduled another appt. for him to come on Sept. 29, to which he promised to show up after ordering the parts on the phone with YourMechanic & confirmed everything was good to go. Literally two minutes after ****** left my garage, he cancelled the appointment. I have all the texts/notifications saved to my phone as you can't make this up. YourMechanic needs to make this right & cover the cost of my repair for making the past three weeks a living h*** This is completely unacceptable, & I have been nothing but patient. Fix this.

  Business Response

  Date: 10/04/2023

  Hello,
  
  Thank you for contacting YourMechanic. We can confirm the customer experienced multiple reschedules.  We greatly apologize for this inconvenience.  However, YourMechanic is not responsible for any rental costs or missing work.  It is not a requirement for a customer to be there for an appointment or to schedule appointments on a working day.  All customers agree to hold us harmless for any cancellations.  For more information, please see ********************************************************.
  
  We again greatly apologize for the reschedule requests and any/all inconvenience caused.  We appreciate your feedback and will use it to improve our services moving forward.
  
  Best regards,
  YourMechanic Team
  **************

• Initial Complaint

  Date:10/01/2023

  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.

  Scheduled a repair for my vehicle on 23 Aug 2023 with Yourmechanic.com. The mechanic came and replaced the radiator coolant temperature sensor that was bad. I paid $727.11 for the repair which consisted of a little over $100 in parts and over $500.00 in labor. I was ok with the price that wasnt the issue. One month and 4 days later, my vehicle had the same original symptoms that I had original set up for repair. I contacted Yourmechanic.com for an inquiry on their warranty procedures. They set me up with an appointment for that following Sunday October 1st at 7:00a.m. The night prior at 10:30 pm I received a text from an unknown number, it happened to be a mechanic they tasked to perform the repair. He stated that he wouldnt be able to make it at 7:00a.m. And would be at my location by 10:00a.m. It was inconvenient but I told him thats ok, as long as he would be here at 10:00am. Next thing 10:00am comes and he texted he wouldnt make that time either. I contacted their customer service to voice my concerns and had a warranty manager call me back to assure me that he was on his way to perform the repair. Long story short, the mechanic texted me again and said he wouldnt be able to make it at all. I contacted their customer service to find out what I needed to do at this point to file for a full refund of their services provided initially because the vehicle wasnt repaired and they failed to keep their appointment commitment with me. I decided at that point that I would find a local and hopefully reliable mechanic to repair my vehicle. The warranty manager stated that I wouldnt be able to get a full refund for the service that they failed to successfully perform. As a consumer, I find this totally unacceptable that I wouldnt be able to get a refund for a job that wasnt performed.

  Business Response

  Date: 10/04/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  On 8/19/2023, contacted YourMechanic and booked and authorized an appointment for a 
  Coolant Temperature Switch (Sensor) Replacement and an Intake Manifold Gaskets Replacement on a 2017 Chevrolet Colorado V6-3.6L. The requested service was completed on 8/23/2023 for the quoted price of $727.11. 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) and Intake Manifold Gaskets per the customers request. There were no reported issues that prevented the services from being completed.
  
  The customer did book a warranty inspection.  Unfortunately, we did need to reschedule.  We apologize for this.  To compensate for this, we provided the inspection for free, despite there not being a valid warranty concern.  An inspection was completed yesterday, 10/3/2023, and it was found there were no issues with either part we provided.  The customer needed a new thermostat and o-ring.  See attached photo taken by the mechanic. 
  
  YourMechanic completed the original requested service without any prior knowledge of the vehicles conditions or service history without doing a full diagnostic inspection authorized by the customer. 
  
  Best regards,
  ********************** Team

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20681952
  
  I am rejecting this response because:

  when the original repair was done the mechanic replaced the coolant temperature sensor and it was assumed by him that the repair was complete. The problem is that the scanner code P0128 indicates that there could be other issues causing the error code. The mechanic even stated to me that the thermostat might need replacing, if the check engine light comes on, youll have to get it replaced. He sent me a quote for the repair on the your mechanic website for approximately $166.00 to get it replaced and stated to disregard if the engine light doesnt come on. The truck was fine for a little over 30 days and then again had the original P0128 symptoms which are a vehicle coolant temperature gauge flat, engine fan constantly running and AC not blowing cool air. I contacted them for a warranty concern since the vehicle had the same symptoms as the initial repair. The mechanic that was originally scheduled for the warranty inspection didnt show up for my 7:00 am appointment and again for a 10:00am appointment on the same day. I contacted the customer service with concerns about his dereliction. I stated that I would submit a complaint to the BBB. Two days later the original mechanic showed up over 30 minutes late to the appt, he scanned the vehicle and saw that the thermostat needed replacing. The problem is that now I received another quote for $1616.30 to get the thermostat replaced. I believe its in retaliation for submitting a complaint that the quote went from $166.00 to $1616.30. I would submit the original quote that I received during the initial repair, but for some reason I cannot locate and retrieve it from the your mechanic website.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/04/2023

  Wanted to add a picture of the latest quote to replace the vehicles thermostat. I ************* on the your mechanic website that I cannot access the quote I received to replace the thermostat after the initial sensor replacement was done. That quote was approximately $166.00. Theres a huge disconnect with what Im being charged now (after the BBB complaint) to what I was originally quoted. 

  Business Response

  Date: 10/13/2023

  Hello,
  
  Thank you for contacting YourMechanic.  The imagine provided by the customer is a screenshot of the confirmation email that was sent to the customer.  We stated in our first response the appointment was booked at $727.11.  This is now confirmed by the customers own attachment and documentation as well.  Please note, the customer receives a confirmation email immediately after booking an appointment and is able to see the price throughout the booking process.
  
  We are unsure what the customer is referencing for $166. However, it could not be a thermostat replacement quote on the customers vehicle model.  Our base labor/minimum labor starts around $150-160 for the customers area.  There is no way we could quote a thermostat replacement with labor, parts, and tax for only $166.
  
  Best regards,
  YourMechanic

  Business Response

  Date: 10/13/2023

  Hello,
  
  Thank you for contacting YourMechanic.  The imagine provided by the customer is a screenshot of the confirmation email that was sent to the customer.  We stated in our first response the appointment was booked at $727.11.  This is now confirmed by the customers own attachment and documentation as well.  Please note, the customer receives a confirmation email immediately after booking an appointment and is able to see the price throughout the booking process.
  
  We are unsure what the customer is referencing for $166. However, it could not be a thermostat replacement quote on the customers vehicle model.  Our base labor/minimum labor starts around $150-160 for the customers area.  There is no way we could quote a thermostat replacement with labor, parts, and tax for only $166.
  
  Best regards,
  YourMechanic

• Initial Complaint

  Date:09/29/2023

  Type:Product 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 entered a service request on 11/24 to have the alternator on my car checked and have the last bolt removed to get the part replaced. I paid $145 upfront. The kid that came to complete the service, ****, took one look under the hood, told me the bolt was stripped, literally threw his hands up, told me he couldn't do anything and left (a less that 10 min interaction). He called me 5 minutes later to tell me he realized nothing was done and tried to walk me through the cancelation over the phone. The mobile view didn't have an option for cancelation so he told me he would submit the cancelation on his end. Come to find after cancellation was processed they charged me an extra $150 because this kid, ****, claimed I was a no show to the service appointment when he clearly refused to complete the service, cancelled the appointment on his end and the company has the audacity to change an extra $150 because the service was cancelled!?!?!? THESE PEOPLE ARE A SCAM! If its not s******* on a simple bolt , the job is too hard and "they cant do it". I called to inquire about the charges and attempt to get them refunded and spoke to "*****" from overseas who was a s helpful as the "mechanic" who came to do the service. She read me the notes on the service file and 3 minutes later told me she could not refund anything and had to escalate it to a supervisor. I told her I'd be willing to wait on the line for the supervisor but told me that wasn't possible and I had to wait for a call back.IT IS UNFATHAMABLE that a company can get away with such robbery. I can understand a service fee because he came out here but to claim a full jobs payment AND a cancellation fee on another $150 is simply inexcusable. Its people/companies like this that s**** things up and get to stay in business by robbing people of their hard earned money. These people got paid for taking a day trip to some ones house. DO TAKE THE RISK. DO NOT DO BUSINESS WITH THIS COMPANY!!!!

  Customer Answer

  Date: 09/30/2023

  I am writing to inform that I have reached a compromise with the business, and I would say it was a somewhat fair outcome. Thank you!

  Business Response

  Date: 10/02/2023

  Hello,
  
  Thank you for contacting YourMechanic.
  
  We did receive the customers complaint this past Friday.  A supervisor called him back the same day.  On the call, we came to an agreed-to resolution and the call ended amicably.
  
  To summarize, the customer opted in to our locked-in discount program where he received a discount for prepaying for the appointment.  Additionally, those terms state that the amount will stay on the account as credit if an appointment is canceled opposed to receiving a refund back to the original payment method.
  
  The customer had booked an alternator replacement. However, he did not disclose that another party attempted the job and failed.  There was a missing bolt.  There was a stripped bolt. ************** could not move forward without risking breaking the stripped bolt and causing the need for an advanced extraction.  These conditions were not disclosed to us when booking the appointment.  Had we known, we would have declined the service. 
  
  The cancellation fee was valid.  The locked-in charge was valid.  Both charges are supported and outlined via our terms of service which can be found here:  **************************************************************; Please note, all customers must agree to these terms when booking an appointment with YourMechanic.  
  
  Ultimately, the customer service supervisor agreed to refund the cancellation fee.  The original locked-in charge was not refunded, but as outlined above, the full amount prepaid stays on the account as a credit good for one year.
  
  The call with the customer ended on good terms and he indicated that he was satisfied with the call itself and the resolution provided on the call.
  
  Best regards,
  YourMechanic Team
  

  Customer Answer

  Date: 10/02/2023

   
  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:09/28/2023

  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.

  I had a YourMechanic mechanic come to replace my alternator on 5/15. Shortly after, my battery was completely dead. They charged me again just to come look at it and say the battery was old. I have since replaced the battery, and yet the alternator is still draining my battery. AAA said diodes are reading high. ******** refused to refund me multiple times. Filed dispute with bank, but got denied. I am a single mom on a very limited income. I just want my money back so this can be fixed correctly

  Business Response

  Date: 10/02/2023

  On 5/11/2023, contacted YourMechanic and booked and authorized an appointment for a Alternator Replacement on a **** ****** Outback H6-3.0. The requested service was completed on 5/15/2023 for the quoted price of $393.76. 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 Alternator per the customers request. There were no reported issues that prevented the services from being completed. 
  
  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 a subsequent claim.  ************** went  to the appointment and found the vehicle had a completely drained battery. It was in need of replacement and was approximately 5 years old.  We were also able to test the alternator voltage after the technician jumped the battery.  The alternator tested good and had an output of **** volts.  There was no defect in the part or workmanship found.  Please see attached photo taken by the mechanic showing the alternator output.
  
  It should also be noted that AAA drivers are often not mechanics themselves,
  
  Ultimately, the customer chose to dispute the charges with their credit card company.  In such cases, we accept whatever the card issuer adjudicates.  The customer is responsible for the full payment and no refund or partial refund is due at this time.
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20667756
  
  I am rejecting this response because:
  
  Their faulty workmanship caused a brand new battery (installed 5/31) to then drain a brand new battery. I do not accept them refusing me my money back due to a clearly faulty part. 
  

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

• Initial Complaint

  Date:09/25/2023

  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.

  They have a policy if you pay upfront the estimated amount you receive a $65 discount toward the services. I paid $479 upfront and my bill came to only $94 and some change and they are refusing to refund my money that was left. *** even spoken to a manager and they refuse. I no longer have the same card I used because it was compromised and I dont intend to use them again.

  Business Response

  Date: 09/28/2023

  Hello,
  
  On 8/2/2023, the customer contacted ********************** and booked and authorized an appointment for an alternator on a 2006 ****** Sentra L4-1.8L. The requested service was scheduled to be completed on 8/2/2023 for the quoted price of $539.60. 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. 
  
  The customer was provided with an option to prepay for the appointment and agree to specific terms for locked-in pricing.  If the customer prepaid for the appointment, the customer would receive a discount of $60.  If the customer cancels the appointment, the prepaid amount becomes credit on the customers account for one year.  The prepaid amount is non refundable to the original credit card/debit card.  Any refunds will be processed back as credit.  The customer selected this locked-in pricing option and their card was charged $479.60.  Selecting the locked-in pricing is 100% optional and transparent.  After booking the appointment, the customer is presented with a pop up with locked-in pricing terms.   These terms are also available in our general terms of service at yourmechanic.com.
  
  The technician arrived at the scheduled appointment.  He found at the time he was there, there was no sign of alternator damage. All related belts had proper tension.  The charging system was working properly.  The vehicle was road tested and there was no noise.  It was agreed to not move forward with the alternator replacement between both the technician and customer.  Since the customer opted in locked-in terms.  The prepaid amount, minus the inspection cost for the technicians time for this visit, was placed on the customers account as credit.  The credit is called YourMechanic Cash/YM cash. The credit is good for one year from the date of creation. It can be used towards any service(s) we provide.  
  
  Due to the above information, no refund or partial refund is due at this time.
  
  Best regards,
  YourMechanic Team
  **************
  
  

• Initial Complaint

  Date:09/22/2023

  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 scheduled a repair with your mechanic for front brakes. I told the mechanic the brakes were vibrating. He said it was because they were hot. After the repairs my brakes were grinding and squeezing. My biggest issue is the car would not drive without brakes working so I called. They didnt even call for 48 hours to schedule someone to inspect the vehicle. Well that was not a repair it was a call to I schedule an appointment to inspect the vehicle. Then I would have to pay another 150 dollars to inspect if they said they werent at fault. We know how that goes. I had already missed 2 days of work because I couldnt drive the vehicle. I couldnt wait for a call to schedule them he comes out to inspect then I still have to schedule to repair it correctly, I cant lose my job. I ended up taking it to a trustworthy by word of mout mechanic who was nice enough to get me in right away so I can go to work. He said the brakes were not done correctly and rotors should have been replaced. I told your mechanic it was vibrating. Your mechanic said brakes just were too hot. Really???? So I fixed it because I had to have my car to keep my job. I lost out on the mo rt I paid your mechanic and they wont do anything g for me because I had no choice but to fix it. I would have let them inspect it if it didnt take 48 hours just to get. A call back to inspect it. I need some sort of recognition and apology from this company. Also this company ***** bully and continue to charge and ****** and dime the customer. I want people to be aware of what this company does before deciding to use them.

  Business Response

  Date: 09/25/2023

  Hello,
  
  On 7/14/2023 the customer contacted ********************** and booked and authorized an appointment for a Brake Pads Replacement (Front) on an Infiniti G37. Please note the customer requested the brake pads only to be replaced and not brake pads and rotors.The requested service was completed on 7/14/2023 for the quoted price of $238.20. 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.
  
  We were recently contacted by the customer with potential brakes concerns.  We take all potential claims seriously and were sorry to hear the customer is having issues with her brakes again.  However, all customers have to agree to the warranty process to move forward with a potential claim.  We have a transparent process that all customers agree to when they book an appointment with YourMechanic.  Full terms can be found at yourmechanic.com/warranty.  We are an appointment based service and a warranty appointment does have to be scheduled.  We cannot guarantee a repair will be done at the same time as an appointment as we do not know what is causing the concerns with the customer's brakes.  
  
  We again welcome the customer to talk to our warranty at ************** to go over any concerns. 
  
  Best regards,
  YourMechanic Service Team