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:08/06/2024

  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.

  I arranged to have a mobile mechanic to come on 7/31/24 to see to a problem I was having. An aftermarket part was applied on 8/1/24 to fix the matter, but the mechanic advised that it did not work properly, and that I should call to arrange another appointment so an *** part could be installed. I spoke with their representative on 8/2/24 to arrange the next repair with the *** part for 8/6/24 at 9am. The mechanic never showed up. I called to check, and it appears that the appointment was never made. I was told the matter would be escalated to a supervisor, and I should receive a call back. Hours later after not getting a call back, I called again, and was told that no one in a supervisory capacity or from the warranty department was available, and nothing has been done in terms of following up with my case, to make a new appointment, or get the matter resolved, and that they "might get back to you tomorrow". They've given me the run around, and are clearly not interested in following up and honoring the "warranty" that came with the repairs that I paid for last week that were not executed properly.

  Business Response

  Date: 08/16/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ********************* complaint. ******************* scheduled an appointment with Wrench to inspect the shifting on their vehicle. Wrench arrived on July 30, 2024 and completed the service. Wrench recommended replacing the shift cable. Wrench returned on July 31, 2024 and completed the repair. After finishing the repair, the technician noted that if ******************* noticed the gears were not shifting properly, to contact Wrench to replace the shift cable.
  
  Wrench provides a ****** mile and/or 12-month limited warranty for repairs. Information about Wrenchs warranty can be found at ********************************************. Wrench did prepare a pre-warranty diagnostic and repair for ********************* vehicle. The *** shift cable needed for the repair had a shipping delay of two weeks for delivery. Wrench could not perform the repair until the part arrived.
  
  Wrench is declining a refund for the services provided to ********************* vehicle at this time. Wrench attempted to schedule a pre-warranty diagnostic and repair for ********************* vehicle, but the offer was not accepted. If ******************* would like to schedule the pre-warranty diagnostic and repair, Wrench would be happy to assist them. ******************* may contact Wrench at ****************************************** for assistance. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22102580
  
  I am rejecting this response because:   They did not honor the warranty, and were evasive when I wanted help..   I spent more than an hour on the phone with ***** at YourMechanic/Wrench on 8/2 to make an appointment to resolve the situation.   The technician who came on 8/1 left me with a vehicle that was unsafe to drive, of his own admission (see attached).   I made an appointment that day to have a technician return at 0900 on Tuesday 8/6.   The technician never showed up.   I spent another hour on the phone with ***** at YourMechanic/Wrench at 9:16 am on 8/6.  I was told I would get a call back "within a couple of hours".   By 1pm, I had not received a call back.   I called again at 1:10 PM.   Again, I spent the better part of an hour on the phone with a different representative, whose name I did not get.   They told me I would hear back within the next "***** hours" to schedule proper repairs.  I had already been waiting a week for my car to be repaired properly.   I ended up calling the dealer, and having my rig hauled to them on a flatbed to have it fixed properly.   When they examined my vehicle, I got the following message from the dealer's service department, and I have attached the transcript of the voicemail.  The repair was botched to the degree that they left me with a vehicle that was unsafe to drive.   The mechanic's own admission tells it so.  Refer back to the attached report. They were negligent in leaving me with a vehicle that was unsafe to drive, and were evasive when I followed up to have the repair completed.   I suffered a no-show when I scheduled the mechanic to come and rectify the situation.   I spent hours on the phone only to be told finally that "no one was available" in the warranty department, and no supervisor was available to expedite the matter.   Days later, I got a follow up call, but it was too late.   I could not wait the additional week+ to have a safe and functional vehicle.  The mechanic that had showed up the week prior was honest about the incompleteness of the repair, but the administrative staff was negligent and dismissive of my efforts to deploy them to complete the repair.   As a resolution, I propose that they do not fight the dispute of charges that I initiated with my credit card.   If that fails, I want a refund, and may seek additional legal relief.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/30/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ********************* rebuttal. When Wrench attempted to contact ******************* by phone, they only reached their voicemail. As stated in the previous response, Wrench did prepare a pre-warranty diagnostic and repair for ********************* vehicle. The *** shift cable needed for the repair had a shipping delay of two weeks for delivery. Wrench could not perform the repair until the part arrived. 
  
  Wrench is declining to provide a refund. If ******************* has disputed the charge with their financial institution, then Wrench is unable to assist them further until the dispute has settled. 
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:08/01/2024

  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.

  We were charged for an Alternator that we did not get replaced. You can see in the documentation from the company on the receipt they "added alternator" made our cost go up, then "removed alternator" but the price for the service stayed the same. That is not in reference to doing the labor to replace the part, but what parts they believed was needed. The other issue is that the receipt states "This price change was approved on ***************:43:08: ****" when price changes were never approved by **** and it was never made clear that by accepting the "booking locked in discount" of $40, that they would charge you more for the service when they arrive and then charge your card foe whatever they decide while issuing NO REFUNDS. After the mechanic came and realized the problem was not the alternator, but just a loose battery terminal, the company decided to add "added alternator" onto the purchase list, only to remove it from the parts yet not remove it from our bill, and then when we asked for a refund for the remaining $300 they charged us the mechanic said it will be back in our card in a couple days. After the refund never came and a week passed, customer support was atrocious and pretty much told us, they will not refund to our card but instead keep that 300$ that they charged us for an Alternator we didn't need (that they didn't even buy) but instead give us store credit. The fact they never got these "authorizations" on price changes and pretty much just charged my card whatever they wanted even though we didn't need the service shows how predatory these people are. It doesn't even end there, the person who got the services was never even told that by accepting the discount of $40 that they could hold any leftover cash they charged you for to hold as store credit. That means that if you try to use your store credit, they will take $150 off the top for a "50 point inspection" and then you will be in the cycle again.

  Business Response

  Date: 08/11/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************ complaint. Wrench was scheduled to replace the alternator on ************************ vehicle. Wrench arrived on May 30, 2024 ready to complete the repair. Before installing the part, the technician inspected the original alternator, which was still on the vehicle, and confirmed it was operating normally. 
  
  After the technician arrived on location, they determined that the alternator was not needed and only the battery cables needed to be tightened. After tightening the cables, the battery started charging normally. Per Wrenchs Terms and Conditions, if Wrench is provided inaccurate or incomplete information about a vehicle, Wrench has the right to charge a minimum service fee or cancellation fee. Since the alternator was not needed, Wrench charged a one hour service fee for diagnosing and correcting the starting issue on their vehicle.
  
  When scheduling the appointment, ********************************* accepted Wrenchs locked-in booking discount terms. Customers who accept *********************** locked-in booking discount, receive a discount on their appointment when pre-paying for it. Wrench Terms and Conditions can be found at ******************************************************.
  
  According to Wrenchs Terms and Conditions, when an appointment is canceled or rescheduled within 48 hours of the appointment time, any remaining balance will be provided as a credit on their account. Since the appointment was rescheduled as a diagnostic and ********************************* was only charged a one hour service fee, Wrench provided the remaining prepaid amount as a credit for future services. 
  
  Wrench is declining to provide a refund. ********************************* has already disputed the charge with their financial institution. ********************************* may contact Wrench at ****************************************** with any questions.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:07/27/2024

  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.

  On July 17, 2024 I was charged $150 from Wrench DBA *Job #****** as shown on my bank statement. I previously scheduled a car service, for which no confirmation email or text was received. On the day of the scheduled service, July 17, I was not contacted nor did anyone show up. I was subsequently charged $150 that day and no services were preformed and no one had contacted me. I tried calling the company and was on hold for 2 hours just for the representative to tell me he could not find record of me as a customer. I am seeking a full refund as I never received this service and I am unable to get ahold of anyone to help me.

  Business Response

  Date: 08/06/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Justice Websters complaint. Justice ******* scheduled an appointment with Wrench to diagnose why their vehicle wasnt starting. On July 17, 2024, Wrench arrived at the date, time and address provided by Justice *******, but the vehicle and Justice ******* were not present. Since Justice ******* nor their vehicle were onsite, Wrench charged a cancellation fee. 
  
  Wrench provided multiple notices to Justice ******* on the day of the appointment. A text message was sent to Justice ******* when the technician was enroute and when they arrived at the destination. Wrench also tried contacting Justice ******* by phone after arriving, but only reached their voicemail. 
  
  Wrench is declining to provide a refund for the cancellation fee. According to Wrench's Terms and Conditions, Wrench will charge a cancellation fee if an appointment is canceled with less than 48 hours notice. Wrench's Terms and Conditions can be found at ******************************************************. If Justice ******* has any questions regarding the appointment, they are welcome to email Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22053778
  
  I am rejecting this response because: I received zero notifications, calls, texts or emails and had no way of confirming my appointment. 
  
  
  
  - Justice *******

  Business Response

  Date: 08/21/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed Justice Websters rebuttal. Wrench provides appointment reminders by email leading up to an appointment. As stated in the previous response, Wrench provided several notices to Justice ******* on the day of their appointment. Wrench sent a text alert to Justice ******* when the technician was enroute to the appointment and another text to inform them of their arrival. After the technician arrived, Wrench attempted to contact Justice ******* by phone, but was unsuccessful. 
  
  Wrench is declining to provide a refund for the cancellation fee. If Justice ******* has any questions regarding the appointment, they are welcome to email Wrench at ******************************************. 
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:07/23/2024

  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.

  After scheduling an appointment, Yourmechanic.com sent a mechanic to replace my starter in my Jeep Grand Cherokee on December 7, 2023. The mechanic was helpful and knowledgeable and got my Jeep running again after replacing the starter. However, on July 22, 2024, while my jeep was in a local shop, I was told by a mechanic that my starter was bad and that it needed to be replaced before he could do a diagnostic. I told him it is covered under warranty through Yourmechanic and that I would contact them and they will replace it. I've tried calling, leaving messages, and emailing Yourmechanic and have not received any responses. The one time I was able to speak to anyone, I chose "Book New Appointment" when prompted instead of choosing "Warranty." The gentleman I spoke with seemed to help as best he could, but was had limited authority and sent a ticket to the warranty department for them to contact me. Still have not received any calls or email responses from anyone trying to help me with my warranty claim. This has put me in a very frustrating situation as I do not have reliable transportation and desperately need it as soon as possible.

  Business Response

  Date: 08/01/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ******************* complaint. Wrench was scheduled to replace the starter on their vehicle. Wrench arrived on December 7, 2023 and completed the service. ***************** did not schedule Wrench to diagnose the vehicle prior to performing the repair.
  
  After ***************** informed Wrench of the issue with their vehicle, an appointment to diagnose and replace the starter was scheduled. Wrench arrived at the location of the vehicle on July 24, 2024, but Wrench was unable to work on the vehicle where it was parked. ******************* vehicle was parked in front of a shop unaffiliated with Wrench.
  
  Wrench is declining to provide a refund at this time. Wrench was denied permission to work on the vehicle where it was parked. If ***************** needs the starter on their vehicle diagnosed and replaced, Wrench would be happy to schedule a pre-warranty diagnostic. Permission will be needed for Wrench to service the vehicle where it is parked. Wrench will proactively reach out to ***************** to schedule a pre-warranty diagnostic. They may also contact Wrench by email at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/11/2024

  Hello,

  I am sorry I did not respond within 7 days. I just now saw the response from Wrench. I am definitely not satisfied with their response at all, it is not only misleading, but is a downright lie. 

   

  First of all, I still have not received any response from them after calling and emailing them multiple times, needing to speak to someone about making a warranty claim for the starter they replaced for me back in December 2023. 

  Therefore, since this was a very urgent issue that needed immediate attention, I choose to book a new appointment last month to have the starter replaced, in hopes that I could finally speak to someone about the warranty. My car was parked at a car shop at the time and the mechanic they had sent out had full permission to work on my car. However, he did not follow through with replacing the starter after I had explained my issue and said that it should be covered under warranty. He wasn't able to get a hold of anyone at Wrench either and had the same issue I had. 

   

  Wrench still has made absolutely no effort to fulfill their warranty guarantee. I had to pay another mechanic to replace the starter that was still under warranty with Wrench because they refused to communicate with me at all regarding this issue. 

   

  Thank you, 

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

  Business Response

  Date: 08/24/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ******************* rebuttal. It is a customers responsibility to ensure ********************** has permission to service their vehicle where it is parked. Wrench was scheduled and arrived for a warranty repair for ******************* vehicle on July 24, 2024. Wrench was refused access to the vehicle by the shop it was parked in front of.
  
  If another mechanic has repaired or replaced parts that Wrench has already serviced, then the warranty may be void. A copy of Wrenchs warranty can be found at *******************************************. ***************** was not charged for the warranty appointment on July 24, 2024. Wrench is declining to provide a refund for the starter repair. If ***************** has any questions regarding the repair, they may contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22032435
  
  I am rejecting this response because:

  Firstly, the mechanic was not there to honor the warranty. I had scheduled a new starter replacement since I was unable to initiate a warranty claim due to Yourmechanic.com (Wrench)'s refusal to communicate with me at all. 

  Secondly, the mechanic refused to replace the starter because he was also unable to communicate with Wrench regarding the issue. He had full access to the vehicle. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/22/2024

  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.

  Used this company to change the oxygen sensor in my car. The service engine light is back on for the same code. Been contacting them for days trying to get a warranty repair and no one answers the phone. This is a scam company.

  Business Response

  Date: 08/01/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************ complaint. Wrench was scheduled to replace the oxygen sensor on ************************ vehicle. Wrench arrived on July 8, 2024 and completed the service as ordered. Wrench was not requested to perform any diagnostic on their vehicle prior to the repair. 
  
  After Wrench was informed that an error message appeared on their vehicle after the repair, Wrench recommended scheduling a pre-warranty diagnostic. Wrenchs warranty team has been trying to contact ******************************* to schedule the pre-warranty diagnostic, but have been unsuccessful with reaching them. 
  
  Wrench is declining to provide a refund for the repair at this time. In order to determine liability for the issue, Wrench will need to diagnose the error message. Wrench will proactively reach out to ******************************* to schedule a pre-warranty diagnostic. ******************************* may contact Wrench at ****************************************** with any questions.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22027783
  
  I am rejecting this response because:
  I have called over 6 times and for each of those times I was on hold for well over an hour. I have also emailed them numerous times with no response so there is no way to schedule a warranty inspection. This company is horrible. I will tell everyone I know and post to social media to never use them. I ended up having to take the car to a reputable mechanic facility to get the issue fixed as the company said they used oxygen sensors that are a know issue for my vehicle.
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/21/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************ rebuttal. As stated in Wrenchs previous response, Wrench will need to perform a pre-warranty diagnostic to determine the cause of the error message that appeared on the vehicles dash. Wrench attempted to contact ******************************* to schedule the appointment, but was not successful with reaching them. 
  
  Wrench is declining to provide a refund for the service. If repairs have already been performed on ************************ vehicle, the warranty may be void. Wrench will reach out to ******************************* to discuss what assistance can be provided. If ******************************* has any questions about the appointment, they may contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/29/2024

  Previously. The merchant is horrible with communication. I have never been contacted to even schedule the warranty work. The number I call the number and no one ever answers. Last time I was on hold for over an hour. I ended up having to take it to another mechanic to get the issue fixed. I would like a refund.

  Thanks,

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

• Initial Complaint

  Date:07/17/2024

  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.

  I want a negative star review here. These guys are terrible. They have a nice website where looks like you can just select the part of the car that needs work and a time they will come out. Sounds great. But first off, they just didn't show up for the first aptmt. So I rescheduled. Then the second try I get a call from the repair person who says he can only find my mirror in black and thought I wouldn't want that. I was confused as they never talked to me up front to find out exactly what was wrong but thought that well they put a price on the site so guess they can usually fix it for that. After a few minutes the mechanic and I concluded that it didn't make sense for him to come as I definitely wouldn't want a black side mirror and thought he would only just re-attach it to the motors that move it. So then I called the myWrench 800 number and the guy says he's going to charge me $150 for a cancelled aptmt. Not to mention the original $304 charge was still on my credit card. Now I will have to contest the $304 charge since they didn't give me the service and the $150 if they try to charge that too. Do not use these people they are unprofessional and border on a scam in my opinion.

  Business Response

  Date: 07/26/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************* response. Wrench was scheduled to replace the passenger side door mirror on ************* vehicle. Before arriving at the location of the vehicle, Wrenchs technician contacted ***************** to confirm the services they were providing for their vehicle. During their discussion, ***************** asked to cancel the appointment.
  
  As stated within Wrenchs Terms and Conditions, Wrench will charge a cancellation fee if an appointment is canceled within 48 hours of its start time. Wrenchs Terms and Conditions can be found at ******************************************************. Since ***************** did not cancel their appointment with sufficient notice, they were charged a $150.00 cancellation fee.
  
  Wrench will pre-auth debit and credit cards before servicing a vehicle. Wrench did not charge ***************** $304.16 for the door mirror replacement. The pre-auth should be removed within 7-10 business days from the date of the cancellation. As a courtesy, Wrench will provide ***************** a credit for $150.00 towards their next appointment. If ***************** has any questions about using the credit, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:07/13/2024

  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.

  The company said that they found what was wrong with our car and they made the repairs, but the car still will not start and they say they can't tell what is wrong with the car. They came out twice and both times were unable to fix the car. There ending statement to us was you need to take your car to a shop and see what is wrong with our car. So basically they took our money saying they could fix our car, did not fix the car and then advised us to take it to a mechanic to have the car fix at our expense and did not offer us a refund back for the service not provided.

  Business Response

  Date: 07/23/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed *************** complaint. ******************* scheduled Wrench to diagnose why their vehicle wasnt starting. Wrench arrived on July 7, 2024 and completed the inspection as requested. Wrenchs technician found a heater hose connection leaking coolant. When the technician connected their scanner to the vehicle, they confirmed a camshaft position sensor and the crankshaft position sensor were not functioning. Wrench provided repair recommendations for both issues, but noted there may be additional issues after the repair and the vehicle will need to be retested to ensure no additional issues were present.
  
  ******************* scheduled the recommended repairs. Wrench returned on July 9, 2024 and completed the repairs. When replacing the camshaft position sensor and crankshaft position sensor, the technician noted the original parts were melted. After replacing the parts, the technician confirmed the vehicle would not start. The technician continued to diagnose the issue. They found the spark plugs soaked in fuel and no power going to the ignition coils.
  
  Wrench offered to replace the crankshaft position sensor and camshaft position sensor which would be covered by the limited warranty Wrench provides for repairs. A copy of the warranty can be found at *******************************************. Wrench returned on July 13, 2024 and replaced the camshaft position sensor and crankshaft position sensor. ******************* was not charged for the appointment.
  
  After completing the appointment on July 13, 2024, Wrench confirmed the vehicle was still not starting. Before the appointment on July 13, 2024, Wrench informed ******************* that if replacing the sensors did not repair the vehicle, it would need to go to a shop for further diagnosis. Since the original sensors Wrench replaced were partially melted, other parts may have been damaged as well. Wrench is a mobile service and is limited by services that require a lift or heavy equipment to complete a diagnosis or repair. Placing the vehicle on a lift would provide a better view of the vehicles underside and would make the diagnosis easier to determine. 
  
  Wrench technicians use their knowledge and experience to diagnose and repair a vehicle. Wrench cannot guarantee that a diagnosis will identify all the issues and/or resolutions on the vehicle. This can be found in Wrenchs Terms and Conditions located at ******************************************************.
  
  Wrench is declining to provide a refund for the services which were already provided. It was confirmed the repairs Wrench provided were necessary to repair the vehicle. ******************* was not charged for the appointment on July 13, 2024 since it was covered by Wrenchs limited warranty. If ******************* has questions about their service, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:07/12/2024

  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 had your mechanic out because my car would not start. It took a week for them to find the problem with the timing belt and attempt to fix it. I was charged for parts and labor I did not approve or know until after the fact. The car is stalling out which is a timing issue. After multiple emails and phone messages they want to charge me $159 to come look at it. I am left with no money and no transportation. I depend on social security for my basic needs the is nothing left over,

  Business Response

  Date: 07/22/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************* complaint. *********************** scheduled Wrench to diagnose why their vehicle wasnt starting. Wrench arrived on May 26, 2024 and completed the service. Recommendations to replace the camshaft sensors were provided. Wrench arrived on May 30, 2024 and completed the service. 
  
  During the appointment on May 30, 2024, Wrench recognized the crankshaft position sensor would also need to be replaced. Wrench provided a quote to *********************** for the recommended repair and returned on June 2, 2024 to complete the service. 
  
  On June 2, 2024, the technician arrived ready to install the part. After removing the timing belt cover the technician discovered a deceased rodent inside. After finding this, Wrench also recommended replacing the timing belt and water pump.
  
  Wrench returned on June 6, 2024 to replace the timing belt, water pump, and crankshaft position sensor. The technician installed the parts and cleaned the area where the rodent was found. After the service was finished, the technician started the vehicle and confirmed it was operating properly. 
  
  After *********************** informed Wrench of the issues with their vehicle, Wrench tried to schedule a pre-warranty inspection to diagnose it. Wrench called and left several voicemails attempting to schedule the appointment. Wrench did arrive on July 19, 2024 and completed the diagnostic and confirmed the timing belt tensioner needed to be replaced. Wrench did not charge *********************** for the appointment on July 19, 2024. A copy of Wrenchs warranty can be found at ********************************************.
  
  Wrench will be contacting *********************** to discuss and schedule the recommended repairs for their vehicle. If *********************** has any questions, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21982466
  
  I am rejecting this response because:  your mechanic came out last week and found the problem.  It is the work he did and covered under the warranty.  My car has been down over 2 months.  I get emails with links that give me 404 error code.  I have sent multiple emails explaining this.  I have been calling every number I can find and get the same answer. The warranty department will contact you.  You are forcing me to send a demand letter followed by a law case.

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

  Customer Answer

  Date: 07/25/2024

  I spoke with two people yesterday that had no idea that my timing belt was worked on.  They said they do not do that type of work. I have a receipt for that work.

   

  While in the shower this am I received a call from ****** with your mechanic. I had to leave a message for a call back. I call almost daily and they never call back. 

   

  I have the paperwork that contains the information that I am indeed covered under the warranty dated 6/17/2024. They have emailed me but all the links to book my appointment are no good. They result in error.

   

  My car has been down since 5/26/24.  I need my car I have had to reschedule multiple doctors appointments.  I am 68 years old on a very limited income.

   

  Never mind that they charged me for work that was never approved.  I would really like a refund of the 800+ I spent.

   

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

  Business Response

  Date: 08/04/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************* rebuttal. Wrench arrived on July 18, 2024 and completed a pre-warranty diagnostic. *********************** was not charged for the pre-warranty diagnosis. After the appointment, Wrench provided *********************** a recommendation for repairs. 
  
  Wrench is declining to provide a refund for the original repairs at this time. Wrench completed the pre-warranty diagnosis and provided a recommendation for repairs. The next step would be to schedule the recommended repairs. 
  
  In the past, Wrench has had a difficult time reaching *********************** by phone. Wrench wants *********************** to be aware that a manager from Wrench will be contacting them by phone and email to assist them with scheduling repairs. They may also contact Wrench by email at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 21982466
  
  I am rejecting this response because: I have one missed call from you!  Quit with the lies already!  I have a record of all the emails and voice mails I have left you!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/11/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************* rebuttal. Wrench has been communicating frequently with *********************** by phone and email and has been working with them to resolve their concerns. A manager from Wrench will be contacting *********************** again within the next business day to follow up. If *********************** has any questions, they may contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21982466
  
  I am rejecting this response because: it was to be resolved today August 12th.  I can hardly keep up with you people.  1st you are going to fix it and strung me along waiting on you for the warranty diagnostic .  Another month where you claimed you were going to fix it.  Last week I find out you dont even work on timing belts. I have receipts that your mechanic did.  I will be satisfied when you met the demands of my certified letter.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/27/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************* rebuttal. Wrench has been frequently communicating with *********************** while helping to resolve their concerns. Wrench has replied to ************************* letter for compensation and an agreement has been made. If *********************** has any questions about the compensation that was agreed to, they are welcome to contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/27/2024

   
  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.   It only took 3 months and a demand letter go their response.  Then after the demand letter expired I sent another one to get a release.The refund should be in my account by the end of the week.! It saddens me that you would take advantage and lie to people let alone us seniors
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2024

  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.

  YourMechanic sent a technician to service my vehicle on 7/10/24, I paid for a brake pad replacement, brake rotor replacement (both front and rear) and a brake system flush.The vehicle drove fine for about **************************************************************** the front brakes. A visual inspection indicates that the brake pad clip broke or was not installed correctly on the front passenger wheel. The wheel is already showing damage on the inside from the brake pad striking and grinding against it. The vehicle is sitting in my driveway and is not drivable.I have tried several times to contact YourMechanic in the last 24 hours with not a single instance of success. Their customer service number is not appearing to answer calls, I have sat on hold for hours and not a single human has answered my call. I have not received a human reply to an email inquiry, even the ***************** email link does not work so I have no way of reporting the incident at all. I spent almost $1,000 and my vehicle is in worse shape than prior to the service.At this point, without any human communication from YourMechanic, I am going to have to pay someone else to come fix the damage and inspect that any of the work was done properly and safely. I am requesting a refund of my invoice of $978.05.

  Business Response

  Date: 07/22/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed *********************** complaint. Wrench was scheduled for a brake service. Wrench arrived on July 10, 2024 and completed the requested service. ********************* informed Wrench of the noise coming from the brakes. Wrench has reached out to ********************* and a pre-warranty inspection has been scheduled to inspect the issue.
  
  If ********************* has any questions about their upcoming appointment, they can contact Wrench by email at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21981350
  
  I am rejecting this response because:

   

  I still have an undrivable vehicle, over two and a half weeks since my brake service. The mechanic stated at the warranty inspection that my front brake is missing the caliper bolt, which he admitted it had when he performed the initial service, but I am now being told that the bolt needs to be ordered and customer service will have to follow up with me.

  This is unacceptable, I can not have my vehicle sitting and not able to drive for another week. Ive also been charged $180 to my credit card even tho the mechanic admitted that this was covered under my warranty claim.

  This is some of the most egregious lack of customer service and responsibility Ive ever seen. I am again requesting an immediate fix to my issue, an immediate refund of the $180 warrant inspection fee that should not be on my credit card, and a refund of at least part of the initial service to cover the hassle of losing my vehicle for multiple weeks.

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

  Business Response

  Date: 08/07/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed *********************** rebuttal. Wrench cannot control the delivery time for parts, but will work with ********************* to complete the repair as soon as they are. Wrench will contact ********************* to follow up on the repairs.
  
  Wrench pre-authorized the amount of $179.99 on July 27, 2024 prior to working on *********************** vehicle, but Wrench did not charge ********************* for the appointment. If ********************* still sees a pending charge on their account, they can contact Wrench at ****************************************** for assistance.
  
  Thank you,
  Wrench

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21981350
  
  I am rejecting this response because:

  Wrench/YourMechanic did remove the ****** pre-auth. That is the only positive thing I can say about this experience. 
  
  
  The excuse about not controlling time to order parts is a joke, they still have not even contacted me since the warranty appointment, so we havent even discussed ordering the part or scheduling an appointment to make the fix. It has been almost two weeks since the warranty appointment, Ive called several times and I can not get in touch with the warranty department, and I have not been contacted to order the part or establish an appointment to fix my vehicle.
  
  
  It should also be noted that a missing brake caliper bolt is a safety issue, this isnt an annoyance or a nuisance, this is a serious issue that can cause an accident leading to death if it cuts the brake line because of the missing bolt. Wrench/YourMechanic has shown zero concern or urgency to fix the situation, only complete indifference.
  
  
  It has been almost a month since the original appointment and at this point I ordered the part out of my own pocket and I now have to pay someone else to come fix my vehicle because I can no longer afford to let my vehicle sit undrivable and affect my schedule. 
  
  
  Let me clear, I have used this company multiple times for several vehicles over the years. I will never use them again, and I urge anyone who values safety and transparency to avoid doing business with them. In my opinion, they are incompetent at best, and possible bordering on negligent and fraudulent at worst. This experience has been an absolute customer service disgrace. 
  
  
  I am again demanding at least a partial refund of my original service price to compensate for the loss of use of my vehicle for almost a month at this point. I will not accept any resolution from this company that does not include direct contact with me, or at least a partial refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/24/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed *********************** rebuttal. Wrench reached out to ********************* and offered to replace the brake caliper bolt at no charge. ********************* did not accept the appointment offer. Wrench is declining to provide a refund. If ********************* would like to schedule the brake caliper bolt replacement, they can contact Wrench at ****************************************** for assistance. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 21981350
  
  I am rejecting this response because:

  Today Is August 23rd. This has been an on-going issue with Wrench since the week of original service on July 10th.

  Wrench did eventually reach out on August 16th, to schedule a replacement appointment, weeks after the original appointment, and weeks after the warranty appointment when the missing **** was discovered. 
  

  No customer can reasonably be expected to sit for weeks with an unsafe and undrivable vehicle while a business like Wrench refuses to act in a timely manner.

  I eventually had to pay another service to safely repair my vehicle so I could get it back on the road.

  Once again, I urge anyone looking at using Wrench to avoid them if you prioritize vehicle safety, not to mention the complete lack of customer service shown from this business. 
  

  I continue to refuse the response from Wrench because I paid full price for a service that they admittedly did incorrectly that resulted in an unsafe and undrivable vehicle for several weeks, and they have not still not offered any sort of refund to compensate for loss of use of the vehicle over that time.

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

• Initial Complaint

  Date:07/10/2024

  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.

  I hired ******* off of your mechanic, he was supposed to come to my house to replace my cars alternator and alternator belt, the first two times he never showed up and cancelled on me because he was missing a spare part, and they charged me 150$ both times. He put a refurbished alternator in when I paid for a new one, the new alternator he put in is charging less than the alternator I originally had according to triple A when it broke down the day after he fixed it. The third time he never showed up to evaluate his work and they charged me $150. My bank wont let me do a chargeback on services not revived and the business wrench your mechanic wont issue a refund. I have multiple disputes on file with them for the mechanic not showing up. They promised me this time he would come and he didnt and they charged me 150 again.

  Business Response

  Date: 07/25/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** complaint. Wrench was scheduled to replace the alternator on ***************** vehicle. No prior diagnosis was scheduled with Wrench. Wrench arrived on June 10, 2024 with an alternator ready to be installed, but the service could not be completed as requested. After the technician started working on the vehicle, they determined that a drive belt tensioner was needed to complete the repair. Since Wrench was not scheduled to diagnose the vehicles condition prior to the repair, Wrench was unaware the part would be needed to complete the service. Wrench offered to reschedule the appointment with no fee, but ******************************* requested to cancel it. 
  
  Wrench arrived at the vehicles location ready to complete the requested service, but could not since additional parts were required to complete the repair. Per Wrenchs Terms and Conditions found at ******************************************************: There may be instances where, after a Technician has arrived at your location, the Technician finds that he or she is not able to successfully complete the Job, for reasons including, without limitation, that the Technician does not have access or permission to work on your vehicle at the location you provided, that the location is not fit for automotive services (e.g., unsafe location or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete (e.g. wrong vehicle information or vandalized car). In such instances, you may be charged a minimum fee or Late Cancellation Fee.
  
  Wrench charged ******************************* a cancellation fee of $150.00 which was applied as a credit on their account and could be used on another appointment.
  
  ******************************* rescheduled Wrench to replace the alternator and drive belt tensioner. Wrench arrived on June 20, 2024 and completed the repair. The $150.00 credit from the previous appointment was applied to this appointment.
  
  After ******************************* notified Wrench of the issues they were experiencing with the vehicle, a pre-warranty diagnostic was scheduled. On July 10, 2024, Wrench traveled to the same destination as the prior appointments to diagnose the vehicle. Wrench was unable to contact ******************************* after arriving at the destination so the vehicle could not be diagnosed. Wrench canceled the appointment and charged ******************************* a cancellation fee of $150.00.
  
  As a courtesy, Wrench is refunding the cancellation fee of $150.00 that was incurred on July 10, 2024. The refund will appear in their account within the next 7-10 business days. If ******************************* needs to schedule a pre-warranty diagnostic for their vehicle, Wrench would be happy to come out and inspect their vehicle. ******************************* can contact Wrench by phone at ************ or by email at ******************************************.
  
  Thank you,
  Wrench