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:09/21/2023

  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 an appointment on 9/17/2023 to be serviced on 9/18/2023 at 08:00AM. I got an email that stated they needed to reschedule my appointment at 05:00PM on 9/17/2023. This is less than 24 hours in advance, if I was to cancel less than 24 hours I would be charged a ***** fee. So needless to say I lost a whole day of work due to this, so I opted to reschedule for the following day. Well the mechanic came out and diagnosed my issue as a fuel pump. Well 1st of all when he came to my property he stated he didn't have the necessary tools to preform the diagnostic. In 15 minutes he made the determination I had a bad fuel pump. So I had the fuel pump replaced and the same no crank issue existed, I opted to have my old fuel tank tested and it actually tested out just fine. A new Fuel pump was over ****** for just the pump, and there was nothing wrong with my existing pump! So now I am out for the money of the pump and for an incorrect diagnostic by an incompetent mechanic who was ******* to leave my property and not give a proper diagnostic. So I had my vehicle towed to a ************** and had a *************** preformed on my vehicle. Turns out it was the *** (engine control module). What was done to me was wrong, this is robbery at its finest. There was no other per-existing or underlying condition with my vehicle.

  Business Response

  Date: 09/22/2023

  Hello,
  
  Thank you for contacting YourMechanic.  We take all complaints seriously and we did discuss the concerns the customer had over the phone.  We also addressed the terms of service agreed to when any customer books an appointment with **********************, particularly the inspection terms.  We state that more than one inspection or repair may be needed and that 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.
  
  This complaint is listed under advertising issues.  However, we clearly outline our inspection terms.  This is a direct excerpt from our terms:
  
  Inspection or Diagnosis Work
  
  We do not provide inspections that are equivalent to state inspections or SMOG inspections. Obtaining any inspection through the *********** Platform does not indicate that your vehicle would pass a state inspection or a SMOG inspection.
  
  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.
  
  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 are available at ********************************************************.
  
  Please note that all customers must agree to these terms when booking an appointment with YourMechanic.
  
  We take all concerns seriously and we thank the customer for his feedback.  Based on our conversation, he stated that he will dispute the charge with his payment provider.  We will provide our information in kind and accept whatever the customers payment provider adjudicates. No refund is due at this time.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my car services by yourmechanic on 08/24/23 starting at 9am. The mechanics name is ******* and he was to replace my alternator and accessory belt. The repairs were performed at ****************************** In ************, at my coworkers house(he was present). Around 1 pm i arrived at the location in hopes that he was done. When i got there, he informed me that the belt tensioner broke and he was waiting on the office to find a replacement. He told me that i would not be charged for it. Once the part was located he finished the repairs but was unable to close out the work order. He told me he was unable to remove the part charge and close the work order but that he would take care of it when he got to the office. Today 8/30/23. I received several calls from 2 reps telling me a had an outstanding balance reflecting the cost of the part. I told them the scenario and what the mechanic told me. They said the mechanic reported that the part broke due to age and rust(it's aluminum) and that i had to pay. One rep went as far as telling me that i was making excuses not to pay. I hung up. Called ******* told him the info and again he said he'd take care of it. I called customer service once again. Talked to *****. ***** gave me the same response. I made a conference call with *******. He told them that the car was in good condition and the part broke as he was trying to put it back together and it was not my fault. We were put on hold. And eventually ******* left the call. When ***** came back she gave me the same response and i had to pay por get sent to collections. I texted ******* once again. And filed a complaint with the ********** bureau of automotive repair.

  Business Response

  Date: 09/01/2023

  Hello,
  
  Thank you for contacting YourMechanic.  It is correct that YourMechanic has no liability for parts breaking or deteriorating if there are brittle conditions.  For full warranty terms and general terms and conditions please visit ********************************************* and ********************************************************, if needed.  All customers must agree to these terms before booking an appointment with YourMechanic.
  
  However, upon reviewing this BBB complaint, YourMechanic has agreed to cover the cost of the drive belt tensioner.  The billing has been adjusted per customer request.  The customer can confirm this by clicking on their invoice link again.  We apologize for any inconvenience or confusion caused.
  
  Best regards,
  YourMechanic Service Team
  **************
  
  

  Customer Answer

  Date: 09/01/2023

   
  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:08/28/2023

  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.

  Stay Away!! Absolute worse company!! July 27, 2023 a Simple thermostat change, but my G37 was not performing properly so I bring it in to the dealership which finds Wrench mechanic **** only put 1 of the 3 thermostat bolts back on. While at the dealership I contact them since dealer would have to charge and replace the new thermostat to not be liable for others incompetent work so I contact YourMechanic from the dealership and they say if Infiniti does the repair it would void my warranty, okay, so I schedule for them to come fix there errors August 19th and on that day of they notify me that they need to reschedule to today Aug 28, ****** but okay, then 4 hours prior to appt after leaving work early to take care of it they notify me once again to reschedule to Sept 6th because they don't have the part(s) or is it because they didn't order them. FYI, if you need to cancel less than 12 hours they charge you $150 fee and a $25 reschedule fee, $175 x 2 times, so I should have a $350 credit. **************** is awful, nobody wants to be held accountable, push it to someone else, no one wants to or knows what to do.Careful using them, to save a couple dollars you get an incompetent and lazy company. You've been warned!

  Business Response

  Date: 08/29/2023

  Hello,
  
  Thank you for contacting YourMechanic.  It is true that we have a reschedule and cancellation policy that *** result in customers being charged a fee if they reschedule/cancel within certain timeframes.  The cancellation fee/reschedule fee is not directly reciprocal. This is standard practice in both our industry and others. We do acknowledge and apologize for the reschedule requests the customer received. However, we did provide the customer $100 of credit (YM cash) towards the upcoming coolant hoses replacement the customer requested to be serviced AND we also agreed to provide these hoses and clamps at cost to the customer. 
  
  ********************** does stand by its limited 12/12 warranty as outlined here ***************************************************; YourMechanic agreed to redo the thermostat service again at no charge to the customer under our warranty program.  The warranty appointment is currently scheduled for 9/6/2023.
  
  Best regards,
  YourMechanic
  **************
  
  

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appointment for 8/26 at 1:15pm with ******. He arrived at 1:23pm to replace an O2 sensor on my 2015 Kia ******** I purchased my own replacement part. At about 2:06pm, he tells me that he will be unable to replace the censor as its rusted in place. He said that he cut the line to the sensor in his attempt to remove it. Well now my engine light is on and I am unable to try my vehicle. I contacted yourmechanic.com to have my payment refunded to be told they are keeping $150.00 of the $167.36 I paid for a cancellation fee. I did not request my appointment to be canceled and I should not be penalized because the mechanic was unable to complete the repair. I have contacted the company but they are less than helpful.

  Business Response

  Date: 08/29/2023

  Hello,
  
  Thank you for contacting YourMechanic.  Prior to reviewing and responding to this BBB complaint, YourMechanic spoke to the customer.  On 8/28/2023, the customer called in and requested to speak to a supervisor.  A customer service supervisor called the customer shortly thereafter on the same day.
  
  The cancellation fee was refunded as courtesy and for customer satisfaction purposes.  There was no liability.  The customers oxygen sensor was seized.  The customer did not inform us of this seized condition, nor was an advanced extraction service ordered.  While we realize the customer did not know about this condition, the customer booking the appointment is still responsible for the technicians time if the appointment has to be cancelled due to preexisting conditions, inaccurate or incomplete vehicle information or similar.  This is agreed to before an appointment is booked with YourMechanic.  All customers must agree to our terms of service before booking an appointment and otherwise the terms can be found at ********************************************************.
  
  Also, it should be noted that no outside wire was damaged.  The part the customer requested to be removed and replaced, the oxygen sensor itself, was damaged.
  
  The call ended amicably, the refund was processed, and to our knowledge from the call, the customer was satisfied.
  
  Best regards,
  YourMechanic Team
  **************

  Customer Answer

  Date: 08/29/2023

   
  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:07/31/2023

  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.

  TO WHOM IT MAY CONCERN: I am writing to notify you of the problems I am experiencing with my (JEEP LIBERTY 2012 WHITE , MAKE, ************ NUMBER OF YOUR VEHICLE) and to request that you correct this problem within thirty (30) days of your receipt of this letter. I ******** services from your company by to separate mechanics on the days of April 7, 2023-April,8 2023 by *********************** and ******************* April 7, 2023- **** replaced my alternator and inspected my battery, and stated that the alternator was the main cause. So I scheduled to have my alternator replaced and **** informed me that my alternator was brand new and was not used. My alternator was replaced and **** stated that the battery that was placed in was dead and also needed to be replaced. My battery was replaced by warranty due to it being a flawed battery. April 8 ****** replaced the battery, and informed me that there was an issue with the alternator replacement and wires and my jeep computer functioning and recommended I take it to an AutoStop to figure out what went wrong.Upon having a look at by an auto mechanic he informed me that my alternator was not new and had to be replaced for being a defective alternator and he had to replace it. I am writing to request a full refund for the alternator that I paid to have replaced due to it being defective and not a new alternator. **** and ****** were very professional and provided the services, but the alternator was defective and I have since had it replaced at the AutoStop. I would Refund of the ALTERNATOR and the ***** RIB BELT that I paid for the total was ******. Plus TAX. I would like it refunded to my account upon the findings of having alternative work done. I have the part to return INVOICE #******* INVOICE #*******

  Business Response

  Date: 08/04/2023

  Hello,
  
  YourMechanic mechanic did receive the customers claim.  The customer had the ******************************** alternator uninstalled by a different shop and they installed a new alternator.
  
  YourMechanic arranged with the customer to pick up the alternator we installed (and that was uninstalled by this third-party shop).  After pickup, we could refund the alternator part cost.  A YourMechanic technician arrived on 7/24/2023 and picked up the alternator the customer provided for return.  However, upon closer review, the customer provided an alternator that was not the one we installed.  We have attached a picture to prove this and we have outlined the differences between the alternators in red. 
  
  Our last discussion between our warranty team and the customer took place approximately eight days ago.  It was discussed that we would need our alternator back before  a refund could be processed.  The customer stated they will try to work with the shop that removed the alternator to see if they still have it and then the customer could provide it to us for a refund.  As of the typing of this response, we have not received contact from the customer to confirm the customer is able to provide/return the ********************** alternator.
  
  Best regards,
  YourMechanic
  **************
  
  
  
  

  Customer Answer

  Date: 08/17/2023

  The alternator that was removed for my car is the one that Your mechanic placed in my car. No one did any mechanical work to my car the time in between the TWO alternator replacements that your mechanic performed. My alternator was only change out in two instances both alternator from your mechanic were proven to be faulty. I have the invoice from when the alternators were removed twice. How do I know what alternators where put in. I would like a response and a refund from your mechanic.

• Initial Complaint

  Date:07/30/2023

  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 6/18 A Yourmechanic.com mechanic came out by the name of *****. He diagnosed my car based on my engine running hot and overheating. He said I needed a water pump. He replaced the water pump and it was no longer running hot. However, we did notice that the air vents on the drivers's side were not blowing warm. I reached out to him and told him this was a new problem that we didn't have before he did the water pump. He said (per text) that he didn't know why the air was blowing warm. So, I called the customer service line and the rep told me that she would send out another mechanic to check the *** She said if the issue was related to what ***** did, they would pay for the diagnosis and the repair. Next, ****** came out to check the ** on 6/27/23. My husband watched him the whole time. He looked at the engine for about 25 minutes and said, "***** had to go through the ** parts to replace the water pump. In doing this, he caused freon to leak. This is why your ** is blowing warm." So he added some freon and the ** was blowing cold. It took him about 30 minutes total and he mentioned that he often has to come behind ***** and fix what he messed up. After everything he said, I assumed I wouldn't be charged for his visit since he told us it was the result of something ***** did. However, I received an invoice ($222.10) after he left for the diagnosis and for adding freon. Why would I be billed for something that was caused by their mechanic? And when I reached out to them, after several phone calls and emails they responded with an email stating that his repair was unrelated to the first mechanic. They also stated a completely different repair which didn't match anything ****** told us. If they don't provide a refund, I will proceed to filing a fraud complaint. It would seem that one mechanic comes out and makes a repair, but then causes another so the customer can call them back for that additional repair. This would be a very dishonest trade practice.

  Business Response

  Date: 08/04/2023

  Hello,
  
  YourMechanic did install a water pump and thermostat with parts provided by the customer on the customers 2011 BMW.  We did later receive concern that the ** was not working correctly.  A subsequent inspection was booked.  This is the exact diagnostic note provided by the inspecting technician:
  
  Customer states cabin air blows warm. Verified hvac system seems low on freon. Low at 23 psi and high at 125 psi. Topped off system with roughly 5 ounces to bring up to 36 psi and 225 psi. Cabin seemed to cool down after and customer states it is a lot better. Recommend if system blows warm again then a further inspection may be necessary to find small leak.
  
  Please note, the customer is able to confirm this information as it is both on their inspection report and their invoice.
  
  There was no documentation of fittings knocked loose, no damaged parts, or similar or anything that could conclusively state that the original technician bumped/hit/or otherwise damaged the ** system while doing the repair.
  
  As part of the claim review, we review several pieces of information, documentation, etc before coming to a conclusion.  In this case, in addition to the subsequent inspection, YourMechanic also reviewed the official labor guides that outline the repairs steps.  It is not a requirement to remove any ** components, disconnect them, or otherwise disturb them in order to replace the water pump, nor the thermostat. 
  
  Additionally, we strongly refute this statement by the customer It would seem that one mechanic comes out and makes a repair, but then causes another so the customer can call them back for that additional repair. This would be a very dishonest trade practice.  The customer has used the original technician approximately 6 times over the course of several years.  The customer has previously rated his service on a different appointment 5 stars.  Another technician has serviced this account as well with good reviews as well.  This should strongly indicate the high quality of service the customer has received by **********************.
  
  There is no evidence to support the original mechanic causing this issue, as such, no refund or partial refund is due.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20397304
  
  I am rejecting this response because ****** verbally told my husband that ***** caused a freon loss when he replaced the water pump. Therefore, the ** performance wich was not documented anywhere during ******************* was caused by him. How could it magically start blowing warm only after he replaced the water pump. The fact is, it was blowing cold and doing fine until he did the repair on the water pump. Period. ****** only confirmed it by telling us why it was blowing warm.  I just wanted my air back the way it was before ***** touched it. Plus, ****** simply added freon and it was fine, but the customer rep told me I would not be charged and I still was even though he was there less than half and hour. The sad part is that you are willing to lose a good customer over $222. 

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

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20397304
  
  I am rejecting this response because ****** verbally told my husband that ***** caused a freon loss when he replaced the water pump. Therefore, the ** performance wich was not documented anywhere during ******************* was caused by him. How could it magically start blowing warm only after he replaced the water pump. The fact is, it was blowing cold and doing fine until he did the repair on the water pump. Period. ****** only confirmed it by telling us why it was blowing warm.  I just wanted my air back the way it was before ***** touched it. Plus, ****** simply added freon and it was fine, but the customer rep told me I would not be charged and I still was even though he was there less than half and hour. The sad part is that you are willing to lose a good customer over $222. 

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

• Initial Complaint

  Date:07/24/2023

  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.

  They damaged my car They damaged my car becuase the mechanic was upset that I filed a warranty claim. I had to have the valve cover gasket replaced on my car twice because the first time they came to do it they did not put the part on correctly. The second time the mechanic over-tightened a bolt that now has damaged the valve cover assembly. Yourmechanic is refusing to just put in a new bolt due to the fact that my mechanic is the one that showed it to me. Do not trust this company. I have worked with them before and they did not do this but some of the mechanics they have now are causing serious damage to people's vehicles. You are better off taking it to a shop or going with a different mobile mechanic service that doesnt try to squeeze every ***** out of you in fees. I won't be using this company anymore.

  Business Response

  Date: 07/31/2023

  Hello,
  
  YourMechanic stands by its warranty which can be found at yourmechanic.com/warranty.  It is important to note that all customers agree to this warranty policy and our general terms of service when booking an appointment.  As mentioned in the complaint, when YourMechanic was able to verify a valid warranty concern, YourMechanic provided another valve cover gasket.  YourMechanic did so promptly and without any additional cost to the customer.
  
  The claim that ********************** damaged a bolt, particularly that a YourMechanic technician did so purposely (as claimed in the complaint), is unsubstantiated.  With the information presented to YourMechanic at this time, no liability has been demonstrated.
  
  Best regards,
  YourMechanic
  
  

  Customer Answer

  Date: 08/03/2023

  Sure thing. I requested service from YourMechanic to replace my Oil gasket Cover. The repair was completed but it was not completed properly. This caused the part to still leak oil. After much deliberation, yourmechanic sent the same mechanic came back and replaced the part. The mechanic broke a bolt on the vehicle and then I asked for it to be replaced (just the bolt) but they refused because they tried to say that they didnt cause it. It is their policy to take pictures so I asked for the pictures after the repair was done the second time but they did not send it to me.

• Initial Complaint

  Date:07/21/2023

  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.

  Dates: July 3, 2023, and 4/7 I asked Your Mechanic to replace the battery cable connector on my 2011 ****** Outback. That was done. That evening we took the car out, but upon trying to return, it would not start. Turned out the connector was loose. The company says it warranties its work. The mechanic returned, replaced a washer and re-tightened the item. Cost: $184.50 for 1st visit; $166.81 for 2nd. I asked the company to reverse the second charge. They denied, saying, in a phone call, they had photographic proof that the item was tight after the first visit (the mechanic took a picture), therefore somebody had loosened it. The idea that I or anyone else would purposely loosen it is ludicrous. I had told the mechanic I had tried to tighten it myself but couldnt get it tight enough, so maybe that put the idea in their heads. But I only tried to tighten it *because it was loose*!! I asked to speak with someone higher up but was told the case file was closed and would not be reopened.

  Business Response

  Date: 07/31/2023

  Hello,
  
  For almost every appointment we service at YourMechanic, we take pictures of the service and put together a service report for the customer.  It is correct that we took a picture of the battery terminal on the first visit.  It shows the terminal to be secured correctly.  The customer has access to this photo in his service report.  
  
  No workmanship issues were demonstrated. The customer is responsible for the full payment and no refund or partial refund is due at this time.
  
  Best regards,
  YourMechanic Team
  
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20357333
  
  I am rejecting this response because: yes, I saw the picture of the connection. It shows the bolt on the connector. What it does not show, and cannot possibly show, is how tight the bolt was. After it came loose, I tried to tighten it an easy fix, right? but it stuck just short of being all the way down. I could not fully tighten it. I believe this what happened when the mechanic first attached it. He thought it was down but it was not. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/31/2023

  Furthermore, I noticed the mechanic took off the washer he had put on at the first visit and put on a new one. Why? Was the first washer defective in some way? Why replace it if it was good? If it was good, there would have been no difference between it and the second one, so there would have been no reason to replace it. Perhaps the mechanic didnt know the washer was the problem but he suspected it. So he replaced it and the problem was fixed, which would lead a logical person to conclude that the washer was the problem.

    

• Initial Complaint

  Date:07/18/2023

  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.

  I read on there website they inspect your car before they do the work so I said I think it's the water pump. The mechanic didn't even inspect it he just installed the water pump knowing it was a lesser paying job he never informed of anything til he was done and said I think it's probably your thermostat but atleast you have a new water pump. All mechanics inspect before they do the work and in his reviews I see inspected others cars and let them know but not me I'm not saying it's cause of race it's just crazy I see difference in customer service. Sad

  Business Response

  Date: 07/28/2023

  On 7/13/2023, the customer contacted ********************** and booked and authorized an appointment for a water pump replacement on a 2015 Jeep Grand Cherokee V6-3.6L. The requested service was completed on 7/15/2023 for the quoted price of $402.03 (this includes a $40 discount). 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 water pump per the customers request. There were no reported issues that prevented the services from being completed. This information was relayed to the customer so they can be aware of the vehicles conditions. The customer was sent a receipt and a copy of the service report. 
  
  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 is responsible for the full payment and no refund or partial refund is due at this time. 
  
  YourMechanic is not responsible for whoever diagnosed the vehicle.  If the customer had this vehicle diagnosed by a different shop or dealership, it may be worthwhile for the customer to see if there is remedy from this other party.
  
  All three attachments the customer provided were positive reviews from other customers.  In no way do these reviews show false advertising nor guarantee that YourMechanic will do a free, in-depth inspection of a customers cooling system. 
  
  

  Customer Answer

  Date: 08/03/2023

  It says on there page they inspect the vehicle and they don't do services you don't need. In his reviews he has shown he has inspected others vehicles and did not charge them for what they did not need but I just got charged and then told what the issue was. There was no false diagnosis the mechanic told me is the thermostat after he completed the job so I replaced the thermostat myself now the issue is fixed after I got charged. He did not once tell me what it was til after he replaced water pump so he can take the higher paying job.

  Customer Answer

  Date: 08/03/2023

  It says on there page they inspect the vehicle and they don't do services you don't need. In his reviews he has shown he has inspected others vehicles and did not charge them for what they did not need but I just got charged and then told what the issue was. There was no false diagnosis the mechanic told me is the thermostat after he completed the job so I replaced the thermostat myself now the issue is fixed after I got charged. He did not once tell me what it was til after he replaced water pump so he can take the higher paying job.

• Initial Complaint

  Date:07/18/2023

  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.

  I set up an appointment for Your Mechanic to come out and install a water pump. The appointment was set for July 5, 2023. Sunday July 3 the mechanic reached out via the messaging feature on the app and suggested we also replace the thermostat, top/bottom radiator hoses, and do a radiator flush. We informed him we already had those things done, but we have not had the radiator hoses replaced and requested a price. I also gave him my husbands number to reach out for some background on the car. He did reach out to my husband tried to sell him on the extra things again, and assured him if the water pump didnt need to be replaced he wouldnt do it. But never gave us a quote on the hoses.July 5th: he was an 1 1/2 hr late I was notified of a delay 10 mins prior to my appt time 11:30. After receiving the notification I notice my price for the service went from $429 to $694. I reached out to the mechanic and asked if he approved the charge with my husband he responded yes, I called my husband who was shocked by the price increase and assured me he would not have approved that increase because $265 is a lot to us right now. Once I responded back to the mechanic with my skepticism on the price increase he stopped responding. When he finally arrived he told me he wouldnt start work until the additional amount was handed with a credit card. I felt completely bullied at that point and needed my car fixed, so against my better judgement I authorized it. Three hours later he called me out to my garage and says he cant get the air to bleed out of the cooling system (which needs to happen when any fluid is removed from the cooling system) but he didnt know what else to do and recommended taking it to a dealer, but he had another job to be at. He also made mention that he wouldnt have changed the water pump. It still looked good and he was leaving it so my husband could see it. My car still sit in my garage, there is still air in my cooling system which also causes my car to overheat. I have made numerous attempts to settle with YourMechanic and they have been off putting and rude! Theyre re only interested in getting your money and their mechanics are taught to upsell and bully you into paying later.

  Business Response

  Date: 07/27/2023

  On 7/1/2023 the customer contacted ********************** and booked and authorized an appointment for a water pump replacement on a 2014 Dodge Durango V6-3.6L. The requested service was completed on 7/5/2023.  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. Its important to note that YourMechanic did not recommend the water pump to be replaced. It was replaced at the customers request via booking the water pump replacement appointment.  YourMechanic is not responsible for another partys potential misdiagnosis (whoever diagnosed the water pump to be in need of replacement).
  
  YourMechanic did receive authorization to replace the hose and the cost associated with the hose.  The customer used a payment plan for the original payment method for the water pump appointment cost.  When the price increased because the hose was added, the customer had to add a credit card or debit card to pay this difference.  This disputed difference could not have been paid without the customers direct involvement via providing the new payment method. 
  
  YourMechanic did contact the customer in a good faith attempt to go over their concerns.  Ultimately, the customer chose to do a chargeback. ********************** will accept whatever the card issuer adjudicates on the charges, however, we maintain the validity of the charge and no refund is due at this time.