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:06/17/2025

  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.

  Service of vehicle shown on invoice pdf download. I overpaid $275.56 for service which was upfront before work started. Mechanic didn't need to service master cylinder so that charge wasn't applied, so instead of refunding that overpayment they refused to do so. I kept wondering what's up with a company that charges upfront before the work then refuses to correct total when done. They are now saying the money is a credit and was only available as a credit for one year. That's BS.

  Business Response

  Date: 08/16/2025

  Thank you for reaching out regarding your service experience with YourMechanic. We appreciate the opportunity to clarify our payment and credit policies and to respond to your concerns.
  Upfront Payment and Locked-In Booking Discount
  When you booked your appointment, you opted into our locked-in booking discount, which allows customers to receive a reduced service price in exchange for confirming a fixed appointment date and time. As outlined during the booking process and in our Terms of Service:
  This discounted rate is charged upfront at the time of booking.
  
  
  If you choose to cancel the appointment, the prepaid amount is credited back to your account in the form of YM Cash, which can be used for future services.
  
  
  The credit remains active for 12 months from the original appointment date.
  
  
  This policy helps ensure scheduling consistency and enables us to offer more competitive pricing to customers who commit to their appointments.
  Service Adjustment and YM Credit
  In your case, a portion of the original servicespecifically, the master cylinderwas ultimately not required. As a result, the corresponding amount was not applied to the final work performed. In line with our policy, the difference was credited to your account as YM Cash rather than refunded, as the booking was made under the locked-in discount terms.
  We understand that you expected a direct refund. However, per our policy, prepaid funds resulting from unused or canceled services under this discount model are non-refundable and remain available as a service credit for up to one year. This was communicated both during the booking process and in the follow-up email confirmation.
  Your account was properly credited for the unused portion of the service, and the credit was valid for 12 months, during which it could have been applied toward any future service. As this time period has now passed, the ** Cash credit has expired.
  We regret any confusion or frustration this has caused and appreciate your understanding. While we are unable to issue a refund at this point, we welcome any additional questions or concerns you may have about our billing or credit policies.
  

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23482155
  
  I am rejecting this response because: in their response here at BBB I lose my money according to this. Not understanding this as I was called by them and credited the money back again. No refund of balance but a credit to use no expiration date. But here that isn't mentioned, so very disappointed in this business practices. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/17/2025

  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 May 13, 2025, I contacted YourMechanic to diagnose my 2003 **** Expedition. On May 14, technician *** diagnosed the issue as a faulty fuel pump. On May 19, technician ********* replaced the fuel pump but left without confirming the repair worked. After adding gas, the vehicle still would not start.I immediately called customer service. On May 20, technician ****** returned and confirmed the repair was incomplete. I was told to wait for notes to update. On May 21, I made multiple calls and was told to wait another ***** hours. On May 22, ********* returned despite my objections. He worked for 2 hours while keeping the vehicle continuously hooked to jumper cables, repeatedly cranking it, risking severe electrical damage. He later admitted, I dont know sometimes we just dont know.********* also moved the vehicle into the garage in a way that blocked access to the passenger side and prevented closing the garage door. After leaving the hood open, fuse box unsecured, fuses scattered, and the vehicle completely dead, he left again. I called him back, and he returned only to reposition the vehicle.****** returned again and replaced the fuel pump, but the vehicle still would not start. Multiple technicians ******** ****** and *******) later confirmed Dominiques improper electrical work likely caused blown fuses and further damage. ********* also disassembled interior panels and left them broken or improperly reinstalled.Despite over 100 calls, ongoing delays, and multiple requests for escalation, YourMechanic refuses responsibility, citing only Dominiques notes while ignoring other technicians' documented findings. As of June 13, 2025, I have been without my vehicle for over six weeks and have incurred significant financial hardship.

  Business Response

  Date: 08/16/2025

  Thank you for your continued feedback regarding the service provided on your 2003 **** Expedition. We sincerely regret the extended inconvenience you experienced and appreciate the opportunity to respond and clarify the resolution steps taken.
  Service Timeline and Resolution Efforts
  Your initial diagnostic took place on May 14, 2025, with a follow-up fuel pump replacement performed on May 19. When the issue persisted, multiple technicians were dispatched to further assess and resolve the ongoing problem.
  We understand your concerns regarding technician conduct, electrical troubleshooting methods, and vehicle condition. Please know that this feedback was documented and is part of an ongoing internal review.
  No Charges for Follow-Up Diagnostics
  To support you during this extended issue, you were not charged for any of the follow-up diagnostic visits. These visits were provided at no additional cost in an effort to resolve the problem and ensure that you were not further financially impacted beyond the initial service.
  Refund Issued
  As discussed on your most recent call with our support team, a full refund was approved and has already been processed as of June 17, 2025
  We regret that your experience did not meet expectations and acknowledge the significant inconvenience caused by this situation. While we are pleased to have issued a refund and provided follow-up support at no additional charge, we also take your concerns seriously and are continuing to review technician conduct and service procedures internally.
  Thank you for your patience throughout this process, and we appreciate the opportunity to resolve this matter.
  

• Initial Complaint

  Date:06/04/2025

  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 am extremely dissatisfied with the service provided by YourMechanic. On two separate occasions, I scheduled service appointments and took time off work specifically to be available. Both times, the assigned technicians either failed to show up or showed up extremely late without any prior communication. This caused me to miss multiple days of work, resulting in lost wages and significant inconvenience.What makes matters worse is the company's lack of accountability or care. There was no meaningful apology, no adequate compensation for my lost time and income, and no urgency to resolve the issues. Instead, I was met with indifference.Even more frustrating is the companys policy that penalizes customers with harsh cancellation fees, essentially locking us into appointmentseven when the problem is due to their technicians not showing up or failing to communicate. This is unfair and feels like coercion. Customers should not be punished for service failures that are out of their control.I chose YourMechanic in good faith, expecting professional and reliable service. Instead, I experienced repeated disrespect of my time, poor communication, and a system that prioritizes company convenience over customer satisfaction. I am seeking acknowledgment of this issue and fair compensation for the time and money I lost trusting this company.the company themselves have multiple recorded calls as well do I and screen shots of missed services in my phone.

  Business Response

  Date: 08/16/2025

  Thank you for sharing your concerns. We sincerely regret the inconvenience and frustration you experienced during your recent interactions with YourMechanic. We understand how valuable your time is and take your feedback seriously.
  Our records confirm that you experienced disruptions with appointments due to technician delays or unavailability. While we make every effort to ensure technicians arrive on time and communicate proactively, there are rare occasions when delays or cancellations occur due to unforeseen issues such as illness, emergency situations, or scheduling conflicts.
  As outlined in our Terms of Use, while we strive to fulfill every appointment as scheduled, technician availability is not guaranteed and may be impacted from time to time. That said, we acknowledge the inconvenience caused and regret the disruption to your schedule and the time you took off work.
  We understand your frustration with the communication you received. Missed appointments and delayed notifications are not the experience we aim to provide. Your feedback has been shared internally with the relevant teams, and we are reviewing the service failure and communication gaps to prevent recurrence.
  Please also note that cancellation fees are not applied when an appointment is missed or delayed due to technician or internal issues. In such cases, customers are not penalized and may cancel or reschedule without fee.
  We understand your request for acknowledgement and compensation. While we are unable to reimburse for lost wages or time off, We appreciate you choosing YourMechanic/ **************************  and sincerely apologize for the disruption. Our goal remains to provide reliable, professional service, and your feedback is instrumental in helping us improve.
  

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23419757
  
  I am rejecting this response because: they should do better in how they treat customers. If I can help it I will never use them again. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/26/2025

  Type:Sales and Advertising 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.

  On 5/20, I received a $599 quote ($480 labor/$160 per hour for 3 hours) for fuel injector O-ring replacement (2012 Mercedes GL350 Bluetec). Applying "BOOKNOW" reduced it to $549. Immediately, I noticed labor increased to $510 ($170/hr) (ISSUE #1).My 5/23 appointment (5:30-7:30 AM) was cancelled at 7:15 AM due to a pre-authorization failure, requiring rescheduling to 5/26 (10:30 AM-12:30 PM). I specifically confirmed with YourMechanic that the mechanic could get parts and perform the service on Memorial Day, and that the price would remain the same.On 5/26, after confirming the mechanic's arrival at 11:00 AM, I called at 12:25 PM as no one arrived. I was then informed the mechanic couldn't get parts. This necessitated another reschedule to 5/27. YourMechanic offered $50 compensation for the inconvenience. At the same time, YourMechanic also told me that there was a price increase of $3 for the parts.However, the updated quote only applied the original $50 "BOOKNOW" discount, not the additional $50 compensation. I was told the system couldn't allow two discounts (ISSUE #2). This means I'm not receiving the promised *************** summary, YourMechanic increased the labor rate ($160 to $170/hr) and failed to honor both an agreed-upon coupon and promised compensation for their repeated scheduling and parts procurement failures. The total that I'd like to get the credit for is $80 ($50 from the promised compensation/coupon + $30 labor).Attached below are: 1) the screenshot of the system generated quote (with $3 higher price for parts); 2) the screenshot of what I see in my account.

  Business Response

  Date: 08/17/2025

  Thank you for your detailed message outlining your recent experience. We regret the inconvenience caused by the rescheduling and pricing concerns, and we appreciate your patience throughout this process.
  Upon review of your account, our system indicates that the reschedules on May 23 and May 26 were due to a payment pre-authorization failure and later a parts availability issue, respectively. We understand how frustrating this must have been, especially given the effort you made to confirm that parts could be sourced and service could proceed on Memorial Day.
  Regarding your concerns about pricing:
  The labor rate adjustment reflected in your quote occurred due to system recalculations tied to updated labor estimates and service categorization. We understand this change was unexpected and acknowledge the confusion it may have caused.
  
  
  The $50 BOOKNOW promotion was successfully applied. However, as noted during your interaction with our support team, our system only allows one promotional or adjustment credit per transaction, which is why the additional $50 compensation for the service delays could not be combined automatically (Issue #2).
  
  
  You were offered $50 in compensation, in addition to the $50 BOOKNOW discount, resulting in a total discount of $100 applied to your service. This was a one time courtesy  Any excess amount held from the pre-authorization will be automatically refunded to your card once the appointment is completed and finalized.
  You also mentioned a change in service typefrom fuel injector O-ring replacement to a diagnostic appointmentwhich resulted in a standard $150 diagnostic fee. After review by our team, we made the decision to fully reverse this charge, and the refund was processed on June 14, 2025.
  We hope this resolution addresses your concern, and we sincerely apologize again for the disruptions and miscommunication you experienced. Your feedback has been shared with the appropriate teams so we can continue to improve our service processes and system limitations.
  If you have any further questions or require documentation of the refund, please dont hesitate to reach out.
  

  Customer Answer

  Date: 08/19/2025

   
  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:05/21/2025

  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 called on May 19, 2025 regarding my *** system, checking the *** and checking the brakes. I was very adamant about the *** system as the primary complaint as the lights were on (***, ESP, BAS) and had been on for a week. When they got here, they began testing everything but in the middle of the *** system check, the mechanic was called away to another appointment, so I had to call again. Now, the warranty division refuses to give me a refund on the second ****** because they said they only allow for an hour, but I was not told that and it is their fault for not giving him enough time, especially when I made it very clear that was the main issue. Then I received an incorrect report because the people creating them do not have any mechanical experience whatsoever. I have 5 years of engine repair under my belt in this life and I am not stupid. Just because I am no longer physically able to do repairs myself does not make me an idiot. I called about the *** system and not one person told me it would take more than one appointment. I am not paying for a second appointment when YourMechanic did not give the gentleman enough time to complete the check. He was right in the middle of it when they made him leave. NOT ACCEPTABLE!

  Business Response

  Date: 08/17/2025

  Thank you for taking the time to share your feedback. We understand your frustration and appreciate the opportunity to clarify the situation regarding your recent appointments.
  When your service was scheduled on May 15, 2025, the work order included a general inspection of the *** system, air conditioning, and brakes. Please note that each diagnostic appointment is allotted one hour, and the technician was assigned based on that standard timeframe.
  Our records show that the technician began evaluating your vehicle as requested, including the *** system. However, as communicated at the time, diagnosing ***-related warning lights (including ***, ESP, and BAS) often requires a deeper, system-specific diagnostic. These systems are more complex and typically require additional time beyond what is included in a standard 1-hour inspection. Unfortunately, the scope of work requested exceeded the time allotted, and a follow-up appointment was necessary to complete the evaluation.
  
  The second diagnostic appointment was scheduled for May 19,2025  The technician addressed the intermittent *** light issue and provided recommendations. 
  While we regret that this was not more clearly explained during the initial scheduling, the limitation was not due to the technicians availability but rather the nature of the diagnostic itself. The technician did not leave mid-job arbitrarily but was scheduled for another appointment based on the standard diagnostic window.
  We understand your concerns regarding the report and apologize if any of the documentation you received was unclear. The reports are generated from the technicians findings but are compiled by our administrative team for consistency. We always strive to ensure that these reports reflect the work performed as accurately as possible.
  We sincerely value your business and respect your knowledge and experience. Our goal is never to cause frustration but to provide clear and professional service. If theres anything else we can do to support you, please dont hesitate to let us know.
  

• Initial Complaint

  Date:05/05/2025

  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.

  With regret, the technician's lack of technical knowledge and skill as a self-proclaimed "master mechanic" was ridiculously wanting. The service call experience began uncomfortably awkward, as I had to point out the locations of various transmission components including: the master cylinder, transmission fluid reservoir, slave cylinder, bell housing, pressure plate, etc. More disconcerting was the fact I had to walk him through the troubleshooting process and explain how a manual transmission functions; at one point I out right objected to his logic that it was related to the brake master cylinder. I was further compelled to point out the brake system and transmission were distinct from one another and did not operate in tandem as a part of the same system.Additionally, during moments we were not communicating on the matter in question, he spent researching my vehicle's symptoms online to include watching videos on the subject. The technician concluded by pointing to the brake master cylinder stating it worked in conjunction with the transmission and more likely than not was "leaking internally."Given these circumstances, I do not believe I received the professional diagnostic service I paid $150.00 for. Instead, the experience left me feeling as though I was instructing the technician rather than receiving expert support. I respectfully request a full refund of the $150.00 fee and a review of this matter by your supervisory staff.

  Business Response

  Date: 08/17/2025

  Thank you for sharing your concerns regarding your recent service experience. We genuinely regret that the appointment did not meet your expectations and appreciate you taking the time to provide such detailed feedback.
  We want to reassure you that we take all customer concerns seriously, especially when it relates to the technical quality and professionalism of our services. Upon receiving your feedback, we immediately reviewed the situation and, as you are aware, a full refund of the $150 service fee was issued shortly thereafter as a gesture of goodwill and in acknowledgment of your experience.
  While we strive to ensure all technicians uphold the highest standards, we understand that your interaction fell short of that, and for that, we sincerely apologize. Your comments have been escalated to the appropriate supervisory team for further review and internal follow-up with the technician involved.
  We value your knowledge, your feedback, and your time and we hope to have the opportunity to restore your confidence in our service in the future.

• Initial Complaint

  Date:05/05/2025

  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.

  Certainly, ******. Here's a more professional and respectful version of your message while still conveying the seriousness of your concerns:---To Whom It May Concern,I am writing to formally express my deep disappointment and concern regarding a recent experience with your service.The mechanic, *****, who was assigned to my request, called me initially and was extremely hostile in tone, expressing frustration that the *** had led him to the wrong location. His demeanor was aggressive and disrespectful, which made me feel uncomfortable from the outset. Once he arrived, he stated that the light bulb I provided did not fit, but made no effort to verify the part or check further. After approximately 15 minutes of silence, I had to initiate a follow-up myself to understand what was happening.I explained that I had entered the information based on the work order provided to me, which is how I selected the bulb. ***** did not appear interested in resolving the issue and left shortly thereafter without confirming the part. I then received a call from someone named ******, who apologized for the inconvenience. During that recorded conversation, I specifically asked whether I would be refunded, and was led to believe that I would not be ********** my surprise, I later received a notification stating ***** had arrived again and that I would now be charged /$150 for the service. This is unacceptable. I feel misled, disrespected, and unfairly charged for a service that was not completed and for treatment that fell far below professional ************ a loyal customer who has used your services many times in the past, I am both shocked and hurt by this experience. I respectfully request that this charge be reversed, and that this matter be addressed promptly and appropriately.Thank you for your attention to this matter.

  Business Response

  Date: 08/17/2025

  Thank you for taking the time to share your feedback. We sincerely regret that your recent experience did not meet your expectations and appreciate the opportunity to address your concerns.
  After reviewing the details of your appointment, wed like to clarify the following:
  At the time of booking, no VIN was provided, and the vehicle information entered was either incorrect or incomplete. As a result, the bulb you supplied was not compatible with your vehicles headlight system, which requires a high-intensity discharge (HID) bulb.
  
  
  HID systems are more complex, and the correct replacement part typically carries a higher cost and requires approximately two hours of labor for proper installation.
  
  
  Our technician, *****, communicated this upon arrival, and we offered to requote the job accordingly and complete the service the same day. However, this offer was declined.
  
  
  While the circumstances surrounding the appointment were outside our full control, we understand the frustration this situation caused. As a gesture of goodwill, we have issued a full refund of the $150 service charge. The refund took place shortly after your concern was communicated to our service team. Our syste, shoes it processed on 5/7/25
  
  We value your continued business and hope to have the opportunity to serve you again under better circumstances. If you would like to proceed with a new quote for the correct part and installation, we would be happy to assist.
  

• Initial Complaint

  Date:03/10/2025

  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 to have my spark plugs changed mechanic came with the wrong parts still cant understand that when theyre spark plugs but I guess but the mechanic didnt do anything to the vehicle but take pictures and claimed he canceled the appointment since he had the wrong parts and I was still charged 150 unknowingly a days later that I had to dispute with my bank as fraudulent charge then had them change my master cylinder asked for a different mechanic for another vehicle and after installing the new master cylinder not only did all the lights on the dashboard not go off after changing but the brake fluid fuse that came with the brand new master cylinder went out I called it in for the warranty coverage and they wont send a mechanic out because the debit card I have on file that I have locked for fraudulent purposes keeps declining a 150 pre authorization charge for a warranty cover because theyre going to try and determine a issue that doesnt involve them fixing the problem for free so dont ever use this website once it switch to wrench from your mechanic all they do is scam a few years ago they were very trust worthy but now they just look forward to 150 and give the mechanics a rehearsed excuse long story short just fix your own car or just have faith in your local mechanic because this company is fraudulent at this point

  Business Response

  Date: 03/17/2025

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** Vadens complaint. Wrench was scheduled to replace the spark plugs on ****** Vadens vehicle. A Wrench technician arrived at their vehicle on February 17, 2025 ready to complete the repair, but the repair could not be performed. The repair could not be performed because the vehicle was already taken apart and the intake manifold was missing. Wrench charged a minimum service fee of $150 for arriving on site prepared for the repair. 
  
  Wrench charges a minimum service fee when a technician arrives ready to complete the requested service, but is not able to. This is explained in Wrenchs terms and conditions located at *****************************************. Wrench charged ****** ***** $150.00 since the technician was ready to complete the repair, but was unable to proceed. As a courtesy, Wrench will provide a partial refund of $75 for the service provided on February 17, 2025.
  
  On February 25, 2025, a technician from Wrench returned to ****** Vadens vehicle to replace the brake master cylinder. Wrench completed the service as ordered. During the service, the technician noted on the service report that the front brake calipers were not functioning correctly.
  
  If ****** ***** needs to schedule a warranty diagnostic for their vehicle, they may contact Wrench for assistance. Wrench does process a pre-authorization prior to all appointments. A diagnostic fee of $150 may be charged if the issue is not related to any services Wrench has provided. If ****** ***** has any questions about their services or would like to schedule an appointment, they may contact Wrench by phone at ************ or by email at ********************************************************************. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23045602
  
  I am rejecting this response because: the Mechaninc took photos on the spark plug job  the issue was he claim he received the wrong parts my car nothing was never taking apart before service included is a picture from the mechanic records that I screenshot from the your mechanic website before he evening told me he had the wrong parts and was unable to do the job and said he canceled it the intake manifold is under the cover that isnt even removed so how is it that the car was taken apart before hand another reason this is a fraudulent claim I should be giving back my 150 also with the warranty I set up an appointment for the same mechanic to come they wanted to charge a diagnostic fee after the fact when the appointment was created I received an email saying they couldnt charge pre authorized 150 so they wouldnt  come out you think I trust this company to unlock my card and let them charge me again the brake fluid sensor error came with the new master cylinder and its faulty as I explained to the representative that set up warranty appointment so I dont accept there response the only good job theyve done is the man that changed my brakes any job that seems complicated they will book because at the end if it doesnt go well they still walk away with 150 its ridiculous 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/29/2025

  Hello,
  
  Wrench, **** (Wrench) has reviewed ****** Vadens rebuttal. If ****** ***** has disputed the charge, Wrench is unable to consider a refund until the dispute has settled.
  
  Wrench provides a ****** mile and/ or 12-month warranty. Wrenchs warranty terms can be located at ********************************************. If ****** ***** has an issue with the repairs Wrench has provided their vehicle, they will need to schedule a diagnostic to confirm the issue. If the issue is covered within Wrench's warranty terms, they will not be charged for the diagnosis. 
  
  Wrench pre-authorizes all appointments prior to starting the service. This is explained in Wrenchs terms and conditions located at ***************************************** under the section labeled Payment Terms. If ****** ***** needs to schedule an appointment, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:03/09/2025

  Type:Sales and Advertising 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.

  On February 22nd 2025 I paid a mechanic your mechanic (also known as wrench) to replace my fuel pump. They sent a mechanic named ***** who was 4 hours late and they in the middle of service for 2 hours. He completed the job or so I thought. On March 4th 2025 my car started pouring gasoline and would not start. I called your mechanic (wrench) and they sent a mechanic named ******* out the next day March 5th. ******* agreed that the mechanic that did the job broke piece on the fuel line and attempted to cover it up. He said this was should be fixed by their company as their mechanic was responsible for this. The mechanic came out again on March 6th but could not fix it as the parts could not be found to buy. On March after talking with a ****** ****** all day they agreed to replace my entire fuel line but couldnt do it until Monday March 10th. I just found I was charged another 151$ for them coming out to fix the repair they are responsible for s******* up. On top of the initial 900$ that I had to pay for the original repair that was botched. They are saying they have had to pay a lot of money to try and fix my car so I should be responsible for some. I have receipt of this additional 150$ other than my credit card statement as they had zero authorization to charge this because its a claim for their s**** up.

  Business Response

  Date: 03/15/2025

  Hello,
  
  Wrench, **** (Wrench) has reviewed ******** ***** complaint. Wrench was scheduled to replace the fuel pump on ******** ***** vehicle. A technician from Wrench completed the service on February 22, 2025. Wrench charged ******** **** the agreed amount for the repair.
  
  ******** **** informed Wrench that their fuel pump was leaking fuel on March 4, 2025. A Wrench technician returned to their vehicle on March 5, 2025 and completed a diagnosis. They confirmed clips that were holding in the fuel line were damaged and needed to be replaced. The technician returned on March 6, 2025 to repair the fuel line, but the repair could not be completed because the parts the technician brought were not compatible. Wrenchs technician returned to ******** ***** vehicle again on March 10, 2025 with OEM parts and repaired the issue. 
  
  Wrench agreed to cover the repair costs for the fuel line. A manager from Wrench left ******** **** a message after the repair to confirm there were no additional concerns. If ******** **** has any questions regarding their services, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 03/15/2025

   
  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:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their service to fix my 2017 Range Rover Evoque. It is still not starting. They sent out two mechanics that diagnosed the problem with my vehicle. Leading me to pay $789 for a starter replacement service that still has not remedied the problem with my vehicle.On January 23, 2025 they sent out mechanic ******* for a diagnostic. He concluded it was the starter. I proceeded to get the service done trusting your company and his expertise.The starter was replaced on January 25, 2025 by mechanic ******* Only the next day, January 26, 2025 my car would not start again. They then sent mechanic ****** out on January 30th for another diagnostic under their warranty .****** diagnostic was the starter as well.On February 1, 2025 the company sent out mechanic ******** to replace the starter again. ******* replaced the starter and yet my car was still not starting on the day it did the work and left anyway knowing the car wasn't starting.I emailed and called them and their only solution was to send somebody else out. I agreed and he came to my home on February 17th 2025. He was rude and disrespectful to me and I told him to leave my home because I didnt feel comfortable with him being at my home with his disposition.Thats when I called the company and asked for a refund. They are now refusing to give me a refund and trying to make me have another mechanic come fix the car. I dont want them playing around with my car or me any more. Clearly they cant fix it and send rude and incompetent people to my home. Its been almost a month now. I want to go to take my car to another mechanic but I have spent money with them and I still have the same problem now. I deserve a refund with out more mechanics being sent to my home.The manager (*******) I spoke with today said there are no other people that I can speak with above him so I decided to file an official complaint.

  Business Response

  Date: 02/26/2025

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Asharah *****-Rahims complaint. Wrench was scheduled to diagnose a starting issue on Asharah *****-Rahims vehicle. Wrench completed the diagnosis of their vehicle on January 23, 2025 and recommended replacing the starter. Wrench completed the starter repair on January 25, 2025. 
  
  Wrench was scheduled again by Asharah *****-Rahims to diagnose a starting issue on their vehicle. A Wrench technician returned to their vehicle on January 30, 2025 and confirmed the starter would need to be replaced again. A Wrench technician returned on February 1, 2025 and completed the starter replacement. Wrench did not charge Asharah *****-***** for the appointments on January 30, 2025 and February 1, 2025.
  
  Wrench was scheduled to diagnose Asharah *****-Rahims vehicle again on February 17, 2025, but the technician was not able to complete the service. Asharah *****-***** was charged a minimum service fee for the technicians time. As a courtesy, Wrench is providing a refund for the appointment. Asharah *****-***** will see a refund for $150.00 in their account within 7 - 10 business days.
  
  Wrench provides a ****** mile and/or 12-month limited warranty on repairs. Wrenchs warranty terms can be found at ********************************************. Wrench will need to complete a warranty diagnosis of Asharah *****-Rahims vehicle before determining their warranty options. To schedule a diagnosis, Asharah *****-***** may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22958005

   

  I am rejecting this response because:Wrench just admitted that they replaced my starter twice under the warranty and my starter is still not working. The warranty is irrelevant at this time because it still hasnt served its purpose. I did it their way twice and went through their process and it didnt work. I deserve a full refund. They have schedule 5 technicians to come out to either diagnose or replace the starter which has yielded the same results. Still I have no running vehicle. They have proven that they are incompetent already. Why should I let a mechanic come out a 6th time to do a 4th diagnosis on the same problem. How many times do they need to realize  that they  dropped the ball and simply cant do the job. I deserve a running car and its been a month of dealing with this company. I demand that they release my funds so I can go to another mechanic. I have taken out multiple days for them to cancel, reschedule  show up late to still have a car thats not running. I dont have any more time to give to this company.  I just want a refund so I can go get my car fixed by another mechanic for real once and for all. Wrench needs to give me a refund without sending another mechanic for a diagnosis. I am not giving any of their mechanics any more of my time. Im really trying to avoid a lawsuit. They are wrong and they know it. If a customer is dissatisfied after already going through the proper channels of their protocol why are they so tight with giving out refunds. As a business woman myself I dont even see how it makes sense for them to send another mechanic to do a diagnosis which is valued at $150 or do another starter replacement. Valued at $780 they are just loosing money and ultimately will loose creditability  as a company because of how they treat their customers. I am letting everybody know how terrible of a company they are. Wrench needs to do the right thing and release my full refund now.
  
  
  Sincerely,
  
  Asharah *****-*****
  
  
  
  
  

  Business Response

  Date: 03/08/2025

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Asharah *****-Rahims rebuttal. Wrench recently inspected Asharah *****-Rahims vehicle on March 4, 2025. During the warranty inspection, Wrenchs technician confirmed the starter that was installed was not faulty and was functioning correctly. Wrench did not charge Asharah *****-***** for the appointment. 
  
  Wrenchs technician did find an aftermarket bypass switch interrupting the starting system and recommended its removal. Wrench does not install or remove modifications, so Asharah *****-***** was referred to a shop for the repair.
  
  Wrench is declining to provide a refund for the services which have been provided. Asharah *****-Rahims current issue on their vehicle is unrelated to the repairs Wrench has performed. If Asharah *****-***** has any questions about their service, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench