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:02/16/2025

  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.

  In March last year, ****** a diesel mechanic with YourMechanic diagnosed & replaced the fuel pump on my 14 **** Super Duty diesel truck after it would not start. Approximately 6 months later, I developed an intermittent misfire and used a scanner tool to identify the issue as being a problem with the fuel pump. After weeks of ************ until we found a higher-up on LinkdIn which finally spurred a call from ******, a customer service manager the next day to help us find a resolution. We agreed to pay an additional $260 plus to get the warranty department to cover. We were told they dont have a diesel mechanic to send because ****** didnt feel comfortable doing the warranty work. We explained we would prefer to take it to *** ***** **** (where it was bought new). Instead, they sent us to Silverado Truck Repair for them to take care of the warranty work of (what we believed) was replacing the fuel pump (again). YourMechanic made the arrangements so we did not have to pay for it. Less than 2 months later, my truck developed an intermittent miss - it would run rough for a while then clear out & run great again (I regularly got 23 mpg but only 13 mpg when running rough).. After *** ***** mistakenly diagnosed it as needing an injector, the fuel pump went out & sent shrapnel throughout my fuel system, now they want $13,500 just to make it drivable again. When I contacted YourMechanics warranty departments resolution center, ****** told us they arent responsible for the warranty anymore because Silverado did that work last when they had to remove the fuel pump. We contacted Silverado about warranty work for this faulty fuel pump and was told they didnt have to even remove the fuel pump but just replaced the housing - this is the first time weve told the fuel pump wasnt replaced by Silverado. We called ****** back & left a message of what Silverado said & never received a call back. We called again last week with the same results.

  Business Response

  Date: 02/24/2025

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed **** ********* complaint. Wrench replaced the fuel pump on **** ******** vehicle on March 18, 2024. **** ******** reported an issue with their vehicle in August of 2024. Wrench scheduled a technician to diagnose and repair the issue. However, due to the complexity of the service, Wrenchs technician was unable to perform the needed repairs. 
  
  Wrench recommended a shop to complete the repairs. Wrench also agreed to pay for any repairs they were liable for. Wrench and **** ******** agreed on a nearby diesel shop to work on the vehicle. After the diagnosis was completed by the diesel shop, Wrench approved the needed repairs and paid for them directly to the shop.
  
  Two different shops have worked on **** ********* vehicle for similar issues since Wrench has serviced it. Wrench is declining to offer a refund or warranty options for their vehicle at this time. Wrenchs warranty terms can be found at ********************************************. Wrench recommends **** ******** reach out to the other shops for warranty and repair options. If **** ******** has any questions about their service, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22949378
  
  I am rejecting this response because: YourMechanic/Wrench replaced this fuel pump last March.  Less than 6 months later, the truck developed a misfire, a scanner tool said it was an issue with the fuel pump. We went back & forth with them & finally after contacting the CEO, we got a reasonable response & they accepted their responsibility with the fuel pump.  The same mechanic was still available but didnt feel comfortable performing the needed repairs so instead, Wrench would send us someplace. We requested it to go to the dealership as them & YourMechanic have been the only ones to work on this truck since bought new in 14. They, instead sent us to Silverado to have the fuel pump replaced & they made arrangements to pay for this.  A few months later, the truck developed the same miss. This time we took it to the dealership who says the fuel pump failed & it has now sent shrapnel throughout the fuel system. YourMechanic/Wrench says they arent responsible because Silverado had to remove the fuel pump to do repairs while Silverado says they did not have to remove the pump, they just replaced the housing. This is how we found out its still the same faulty fuel pump installed last March.  So, no, two other shops have not worked on it since.  That is why we are not accepting their answer. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/08/2025

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed **** ********* rebuttal. According to the service report from the diesel shop Wrench paid to repair **** ********* vehicle, the pre-existing pump was removed and a new pump was installed. The documentation confirming this has already been shared with **** ********.
  
  Wrench is not accepting liability for the issues with the fuel pump. If **** ******** has any issues with their existing fuel pump, they will need to contact the diesel shop Wrench paid to complete the repairs or their **** dealership. If **** ******** has any questions regarding the services from Wrench, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22949378
  
  I am rejecting this response because: it is the exact same response weve received from the beginning & the whole reason for this complaint.  We understand that YourMechanic/Wrench may have a work order or invoice from Silverado showing what they billed for but that is not what was done nor is it what Silverado says they did.  According to Silverado, they did not have to remove the pump at all  (as YourMechanic/Wrench had said (& we are quite sure it is the same serial numbered part that ****** with YourMechanic/Wrench installed in March last year). Silverado, who was contracted through YourMechanic/Wrench to do the warranty work from the March install, says they only had to replace the housing and they  did not even have to remove the fuel pump to do so, let alone replace it. With a new one  It appears we have a couple issues at play here.  First, it was not until we began to ask about the fuel pump & the warranty coverage for the second time (we initially had to contact Wrenchs CEO to get any response from a  manager to cover their work under warranty to begin with).  That was when we began to suspect something was off & found out  t had not been replaced or even removed, inspected, repaired, nothing as we were made to believe,  Now we are told by YourMechanic/Wrench that our warranty would be with Silverado now since they worked on the pump but they say they did not have to remove the pump to replace the housing.  We hired & paid YourMechanic/Wrench & they hired & paid Silverado to do their warranty work  - now that same pump (from March last year) has failed & when that happened, it sent metal fragments throughout my entire high-pressure fuel system  It now needs more than just replacement of a faulty fuel pump (which we tried to have addressed within a couple months of initial installation). We just need our truck back in drivable condition as it was before the fuel pump failed entirely & shot shrapnel throughout the whole  fuel system).  It is no longer drivable & now we are at 3 months since we drove it to *** ***** for their diagnosis.

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

  Business Response

  Date: 03/25/2025

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed **** ******** rebuttal. Wrench has provided written documentation from the shop that did the repairs which confirms the services they provided and the steps for the repair. The invoice specifically states 'Dismounted pre-exisiting pump'. Wrench will not accept a verbal explanation of the services. Wrench is not providing any additional compensation. If **** ******** has any questions, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench/ YourMechanic
  

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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.

  We had a mechanic through your mechanic scheduled to complete the front brakes on our car. The car had already been diagnosed previously. When the mechanicshowed up, he said he did not have the correct size tool to remove our wheels. He said somebody would be contacting us within the nextfew hours to get the job completed. Nobody has contacted us since, and we have been charged $130 diagnostic fee even though the wheels were even looked at or removed and the brakes were certainly not diagnosed. I would like the full refund of the $130 charged.

  Business Response

  Date: 02/07/2025

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed **** Deehrings complaint. Wrench was scheduled by **** ******** to replace the front brake pads on their vehicle. Wrenchs technician arrived on January 25, 2025 with the parts needed to perform the service. 
  
  Wrenchs technician could not provide the requested service. After inspecting the wheels, Wrenchs technician found they were equipped with locking lug nuts. Wrench was not informed of the locking lug nuts prior to the appointment and **** ******** could not provide a key to unlock them. Since Wrench could not complete the service as ordered, **** ******** was charged a diagnostic fee.
  
  Wrench is declining to provide a refund. Wrenchs terms and conditions state a minimum call out fee or cancellation fee will be charged if a technician arrives ready for the service, but is unable to successfully complete it. These terms can be found at ***************************************** under the section labeled Reschedule and Cancellation. 
  
  After **** ******* verifies they can provide a key to unlock the lug nuts, Wrench would be happy to return and provide the requested service. If **** ******** has any questions, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:01/19/2025

  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 booked a mobile mechanic through the online service Wrench/Your Mechanic, which connects with to a local mechanic. The appointment was booked on 7/4/24 and scheduled for 11:45am on 7/9/24. I scheduled my whole day around the appointment and to work from home so I could be there. At 11:42, the mechanic messaged and said they would be running late and be there at 1:45pm. At 1:56pm, they messaged again saying they did not feel well and would come back at 8:30am the next morning. I did not agree to any of this and was not at the location the next morning. I'm glad I did not make arrangements for 8:30 the next morning because it was 10:39am on 7/10/24, when I got a surprise email, saying that the mechanic would be there at 11:45. Again, I never agreed to any of these subsequent appointments. The mechanic showed up at the property at about 10:50am, so even if I had left to get there when I received the email, I would not have made it. The mechanic spoke to one of my neighbors, who let me know. He told them to tell me to reschedule the appointment through the app, which I was unable to do. I never received any further communication until another surprise email on 7/22/24, saying that my appointment was cancelled. I was then charged $150. When I tried to resolve this issue with the company, they told me that the charge is valid. I do not think this is right, as I had every intention of keeping my appointment, and it was the fault of the mechanic for not keeping the appointment and failing to reschedule it appropriately. Furthermore, I did not cancel the appointment - it was cancelled by the mechanic/ booking agency, so I believe I am entitled to a full refund.

  Business Response

  Date: 01/25/2025

  Hello,
  
  Wrench, **** (Wrench) has reviewed Elle Sovines complaint. Wrench was scheduled to service Elle Sovines vehicle. On the day of the appointment, Wrenchs technician notified **** ****** that they would not be able to arrive and asked to reschedule. Wrench did not find a record of the appointment being rescheduled and it was canceled with a cancellation fee. A credit for $150 was provided to **** ****** to reschedule their appointment. When **** ****** was speaking with a Wrench representative on July 23, 2024, they agreed to the credit.
  
  Since Wrench initiated the request to reschedule the appointment, Wrench will provide **** ****** a refund for $150 as a courtesy. **** ****** will see the refund in their account within 7 - 10 business days. If they have any questions regarding the refund, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:01/03/2025

  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 made an appointment for a diagnostic call for my car not starting. It was made for the next morning. When nobody showed in the window of time I called and they apologized. They made another appointment for later that day. When nobody showed I had to call and wait on hold again, and again they apologized. They then made it for even later that day at 8:30pm, saying they talked to the mechanic and when he finished up his current appointment he would be at my home. The mechanic did not show and I had to call again and wait on hold. They called the mechanic and he said it was too late and that he would come the next day. He finally arrived at 9:00 pm the next night. The car was outside and the only light he had was his cell phone. He asked for a s**** driver, torx set, his computer for reading codes was a $75 meter, he used mine which is $500 and is for Porsche. He said his $1,000 computer broke. After an hour he told me it was a voltage regulator issue which is housed in the alternator. I had the alternator replaced at my expense. Same issue as before. I called them and waited on hold to see if they would send someone out to re-diagnose the issue and said that it did NOT fall under their warranty and want to charge me a new diagnosing fee of $150.I have never had a company not contact me to tell me they had to reschedule and to do it 4 times is unacceptable by any measurement. I have asked to speak to a manager and have been told 3 times that one would call me, of course I have not heard from anyone. I have now spent over $1,000 dollars and I am in no better shape than before I called them.

  Business Response

  Date: 01/13/2025

  Hello,
  
  Wrench, **** (Wrench) has reviewed ****** Imess complaint. ****** **** scheduled Wrench to diagnose a starting issue on their vehicle. Wrench completed the service on December 17, 2024. 
  
  Wrench was originally scheduled to complete the service on December 16, 2024, but the technician scheduled for the appointment was unable to accommodate it. Wrench could not reschedule the appointment for the same day. So it was rescheduled with a different technician who completed the service the following day, December 17, 2024. After completing the service, Wrench provided recommendations for repairs to ****** ****.
  
  Wrench was not scheduled for any of the recommended repairs. Wrench will not offer a warranty for repairs completed by another shop or technician. A copy of Wrenchs warranty terms can be found at ********************************************. If ****** **** performed the repairs with a shop or technician not affiliated with Wrench and wants Wrench to diagnose their vehicles current issue, they will need to schedule a new diagnostic at Wrenchs regular rate.
  
  Wrench is declining to provide a refund. Wrench offered to schedule a new diagnostic appointment. If ****** **** has any questions regarding the diagnostic results, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:12/10/2024

  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.

  This is my second time contacting about warranty on work I had done early this year. The repair failed within 5 months. The information about the repair, the mech, and my car's information was deleted from my account. Only the personal emails confirming payment, appointments, and review of the work remain. I don't know why the company scrubbed my info but that is not a way to instill trust in a 1-year warranty on work that didn't work. No email returned, no calls answered. F

  Business Response

  Date: 12/19/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* Kelloughs complaint. Wrench serviced ******* Kelloughs vehicle on July 5, 2024. Wrench provides a 12-month and/or ****** mile limited warranty on repairs. A copy of Wrenchs warranty terms can be found at ********************************************. A customer service representative will reach out to ******* ******** to assist with starting a warranty claim. ******* ******** may also start a warranty claim by contacting Wrench at ************. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/29/2024

  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 my appointment at about 2:30 on November 6th I was told that if I canceled my appointment that I would have to fee of $150. At 6:20 p.m. of the same day they called and left me a voice message saying that they were canceling my appointment because the mechanic had a family emergency. I had the option to reschedule it but I could not reschedule it. So though there was $150 fee for canceling a diagnostics I didn't cancel it The mechanic did. So I believe if anyone should be paying $150 it should be the mechanic for making himself available but then happened to cancel it within the 48 hours allowed.

  Business Response

  Date: 12/10/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** ********* complaint. Wrench was scheduled to diagnose an issue on ****** ********* vehicle. According to Wrenchs documentation, the appointment was canceled with less than 48 hours notice, so a cancellation fee was charged. No reason was provided for the cancellation. Wrenchs terms and conditions can be found at *****************************************.
  
  As a courtesy, Wrench will provide a refund of $150.00 to ****** ********. The refund will appear in their account within 7 - 10 business days. If ****** ******** has questions about the refund, they can contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/27/2024

  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.

  YourMechanic/Wrench charged my account $717.07 on 11/10/24 as their mechanic arrived at my house to change my rear rotors, pads as well as perform an oil change. I was on tourand wanted to have these things done before I was to return home the following week. My car was perfectly functioning, as these were maintenance services and not yet mandatory. After the mechanic arrived, he called me to ask if I could come move my car. I made sure my car was in a convenient spot as well as made sure he had access to the key before leaving town, so I was perplexed as to why he couldn't do it himself. He said he couldn't drive a stick shift. My roommate moved my car for him amongst other tasks he apparently needed help with. The mechanic then called me back and said he had the wrong parts and asked me to take care of it. When I informed him this was something he should remedy, he agreed to handle it and return the following day to complete the job. Upon returning, the mechanic called me again to tell me that he could not change my brakes because my caliper is broken. I told him to just put everything back the way it was. I also told him that I would buy a caliper myself, but my car needs to be drivable when I got back home so I could get to work. When I finally returned home, only my rotor had been changed and nothing else. My pads had not been returned to the ********. My rotor and old pads were sitting in my backseat instead of being properly disposed of by the mechanic. My wheel was loose and my car was not drivable. I am now having to do this entire thing myself on a limited budget after giving these people over 700 dollars to take care of it. I have called Your Mechanic multiple times only to be told by a "call center" employee ( who is obviously at their house doing other things) that they will "escalate" my complaint and I should receive a call in 1-2 days. I have yet to get that call or a refund for the incomplete "service."

  Business Response

  Date: 12/06/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* ******* complaint. Wrench was scheduled to perform an engine oil service and to replace the rear brake pads and rotors on ******* ******* vehicle. Wrench originally arrived at their vehicle on November 10, 2024, but since some parts were incorrect, the appointment was rescheduled. Wrench returned on November 11, ****************************** hand and ready to complete the service.
  
  Wrenchs technician came prepared to complete the whole service, but could only perform part of it. Since the rear calipers were bad, the technician was unable to install the brake pads. Wrenchs technician was able to install the rear brake rotors and complete the oil change service. Wrench offered to install rear brake calipers, but ******* ****** informed Wrench they would take their vehicle to another shop for that service.
  
  Wrench will refund the parts that were not installed on ******* ******* vehicle. ******* ****** will receive a refund from Wrench within 7 - 10 business days. An email confirming the refund will be provided to ******* ******. If ******* ****** has any questions, they may contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22611545
  
  I am rejecting this response because:

  the services that the mechanic claimed to complete were not completed. My parts had NOT been reassembled, not one part of my rear brakes had been changed nor had my wheels been rescued. I need a full refund . I have essentially been charged 700 dollars for possibly an oil change at most .
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/24/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******* ******* rebuttal. Wrench only charged ******* ****** for the services which were completed. Wrench is declining to provide additional compensation. If ******* ****** has questions about the service, they may contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted your mechanic after stating our transmission oil leaked and the transmission was no longer allowing the vehicle to move. A mechanic came out and diagnosed the issue with the transmission needed new oil and a few parts replaced. He gave us a quote and came back to do our car. After 6 hours he left stating he did not have the tool to reset some code to allow the vehicle to shift. He said he would order it and let us know when he can come back. We followed up with him for a week before he finally came back. Today he showed to complete the last step and the vehicle is still not shifting. He told us today it was a transmission issue and they do not do transmission. We were very upfront and so was he initially it was a transmission issue. I have tried calling now 4 times and left on hold for 20 minutes. When I get a beep and the hold music stops there is a 2 minute dead air before I am hung up on. All I want is to get this reconciled so I dont have to pay someone else another $1,000 to get my car running

  Business Response

  Date: 12/05/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ****** Amadors complaint. Wrench was scheduled to diagnose a shifting issue on Elyssa Amadors vehicle. A technician from Wrench completed a diagnosis of the transmission issue on their vehicle on November 16, 2024. Wrench provided a recommendation for repairs after completing the service.
  
  Wrench returned to ****** Amadors vehicle on November 17, 2024 and completed the recommended services. 
  
  ****** ****** called Wrench on December 3, 2024 and reported that the transmission issue on their vehicle was not fixed. Wrench offers a limited warranty on repairs. Wrenchs warranty terms can be found at ********************************************.
  
  Wrench is declining to provide a refund. Wrench attempted to contact ****** ****** on December 4, 2024 in order to schedule a pre-warranty diagnostic, but only a voicemail was reached. Wrench would be happy to return to perform a pre-warranty diagnostic. A representative from Wrench will contact ****** ****** in regards to their warranty options and can help with scheduling an appointment. ****** ****** may also reach out to Wrench at ****************************************** to begin the process.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising 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 service done by Your Mechanic on 7/7/24 for an oil change and tire rotation. On 8/30/24 I took my vehicle to my dealer for state inspection where their mechanic found oil leaks which were never mentioned by the technician from Your Mechanic and my vehicle had no previous history of oil leaking. I contacted Your Mechanic and was advised to submit the video as well as the estimate for the repairs. At first I received a call back asking for further information, I called several times and it has now been several months with no calls back. I was told the warranty department cannot take direct calls and to wait for a call back every time I have called. I finally agreed to them coming out to diagnose with another technician but now they say they dont service the area and need to escalate my service request again. My initial incident happened in July and we are now nearing the end of November with no sign of resolution, the oil leak in my car is now severe and I have continued to call this company with no sign if resolution and I was forced to pay for this service when I got my loan.

  Business Response

  Date: 12/05/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Chanel Dixons complaint. Wrench was scheduled to perform an oil change service on Chanel Dixons vehicle. Wrench arrived on July 7, 2024 and completed the requested service. 
  
  Wrench provides a complimentary 50-point inspection with every service. Every complimentary 50-point inspection checks the car for obvious flaws and verifies the vehicles overall health. It is not a full vehicle diagnostic. Although Technicians use their experience in performing diagnoses, Wrench cannot guarantee that all issues will be found. This is explained in Wrenchs terms and conditions at *****************************************.
  
  Chanel ***** will need to schedule a pre-warranty diagnostic of their vehicle so Wrench can confirm the issue. Wrench has made several attempts to contact ****** ***** in response to their claim, but have only reached their voicemail. A representative from Wrench will be reaching out to Chanel ***** regarding their warranty options.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22604477
  
  I am rejecting this response because: Your Mechanic has not reached out to me regarding this issue. I have attempted to contact them countless times being advised no one can transfer me directly to their warranty department. I also asked for them to send a technician to diagnose the issue caused by the previous technician and was then told they no longer service my area and would have to wait to be contacted which was in mid- November and still have not been contacted. I will be more then happy to provide cell phone records as I am also seeking legal advise on how to proceed. 
  
  Sincerely,
  
  Chanel *****

  Business Response

  Date: 12/24/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Chanel Dixons rebuttal. Wrench has not been scheduled to repair or diagnose any issues on Chanel Dixons vehicle. Wrench has only provided oil change services to their vehicle. Fluid leaks will always occur as a vehicle ages. Wrenchs 50-point inspection does not guarantee issues will be discovered. Pre-existing leaks or leaks which occurred after Wrench provided the oil change service would not be covered by Wrenchs limited warranty. A copy of Wrenchs limited warranty can be found at ********************************************. If ****** ***** would like their vehicle inspected for oil leaks, they may schedule an appointment with Wrench. Wrench can be contacted by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:11/23/2024

  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 have a totalcare package which includes prepaid maintenance of oil changes and brake services. I have been trying to get a tech to service my car since August 2024 and have had this company cancel on me at least 4 times. I have called and emailed. I have begged for a different technician or help with understanding how I can use the service. They have not responded. My car doesnt have an oil change and I cant get them to answer my call.

  Business Response

  Date: 12/03/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******** ******* Bullocks complaint. Wrench has spoken with ******** Norwood ******* and fulfilled their request. If ******** Norwood ******* has any questions or needs to schedule another appointment, they can contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/03/2024

   
  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,
  
  ******** Norwood *******