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:05/30/2024

  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 March 30, 2024, Technician ************************* showed up to my appointment hours late with no indication of arrival time. Once he arrived he had another male with him to complete the job. While watching him complete the work, he and the other gentleman were sitting on my tires while adjusting the brakes. I was charged $614 when the original price that I was locked into was $554 for poor quality. Before March 30th, the appointment was booked but again the Technician did not show or indicate that they werent going to show. I had to call yourmechanic to do so and with them, we rescheduled for March 30th. A week after I received new brakes and rotors, they began to squeal, vibrate, and squeak. I contacted your mechanic on Monday to schedule a follow-up appointment to check on the repair. The repair was supposed to be on May 8, 2024, at noon. I took off work to be home for the repair. At 8 am I received yet another notification stating that the technician would not be able to make it and that I would need to reschedule again. I requested a full refund, so I can take my car to a repair shop to fix what your mechanic has messed up.Invoice #******* Appointment #******* Your mechanic reached out to me and asked me to take it to get diagnosed at any auto shop. I told them no because I would have to pay. After several failed attempts to get yourmechanic to send someone out to diagnose the problem, Mechanic ******* came today, May 30, 2024, and found that the installation of the parts was initially incorrectly installed; Appointment number *******. I contacted yourmechanic immediately after the diagnosis was completed, I contacted yourmechanic to schedule an appointment to fix the problem possibly. I was given a quote that stated that I must pay $596.02; Quote number *******. Since I received this quote, I have not received any more information from a manager. My car has now become too dangerous even to drive. Today, I was charged $160 for the diagnosis.

  Business Response

  Date: 06/08/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************************ complaint. ******************************* scheduled Wrench to replace the front brake pads and rotors on their vehicle. Wrench arrived on March 30, 2024 and completed the service. No inspection was requested or performed on the vehicle prior to the repair. 
  
  In May 2024, ******************************* informed Wrench that their front brakes were squeaking. Wrench offered a pre-warranty inspection to verify the issue. Due to a personal emergency, the mechanic that was scheduled needed to reschedule the appointment. ******************************* did not originally agree to reschedule the appointment and claimed they would take their vehicle to a shop. Wrench provided permission to ******************************* to perform a diagnostic, but no repairs at another shop. Wrench would need to review a copy of the service report before approving repairs. ******************************* declined to move forward with this option. ******************************* agreed to reschedule the appointment. Wrench arrived on May 30, 2024 with a different technician to perform the inspection. During the inspection, Wrench confirmed that the noise was caused by grooves in the brake rotors. Wrench recommended replacing the rotors and brake pads to repair the issue. ******************************* was charged for this appointment.
  
  Wrench provides a ****** mile and/or 12-month warranty on parts and labor. The warranty can be viewed at: *******************************************. As a courtesy, Wrench is providing a refund for the pre-warranty inspection. The refund will appear in their account within 7 - 10 business days. If ******************************* still needs repairs completed, Wrench would be happy to discuss the repair options available to them. Wrench will reach out to ******************************* to discuss the repair options. Alternatively, ******************************* can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21781743
  
  I am rejecting this response because it is an egregious downplay & misinterpretation of the situation that points fault at the consumer. It also implies cooperation on their end when there werent any at all.
  

  May 21 was the day the initial repair was completed. Wrench left out the part how the initial repair was rescheduled due to the parts not being available and I was not informed until a few hours after the appointment. I had to call to question why the technician hasnt arrived and then at that time was told I must reschedule. When rescheduled, the new technician showed up to the job hours late after I contacted him asking about his whereabouts. He then informed me he was near over 3 hours after the appointment time. 2 weeks after I began contacted Wrench about the squeaking and squealing. They initially scheduled for someone to come diagnose the problem. I stayed home from work to get the diagnostic, but again the appointment was canceled by the technician. At that point was when I refused to reschedule with Wrench because I was told that I would have to pay for the diagnostic fee on a job that was done incorrectly by Wrench and Then I also asked to speak to a supervisor. After many back and forth calls we could not come to an agreement because Wrench wasnt understanding that whatever was done during the repair had been caused by their technician. I refused to take my car to another auto shop because I would have to pay for a diagnostic and I would have to take off of work to do so. None of that made sense when the reason why I used Wrench was because of the convenience that they claim to provide. When we finally agreed on a Wrench technician to come out and perform a diagnostic, I wasnt aware that I would be paying an additional $160 until after the 10 minute inspection was completed. During the inspection the technician stated that the install was done incorrectly and had been the reason for damages. He tried to called Wrench while standing there for about 10 minutes, they didnt answer. No one contacted me for the remainder of the day, I called to speak to manager and they told me, one will call back 48 hours. When receiving a call on the morning of June 2, the Wrench supervisor stated that she hadnt received the diagnostic report yet, which was definitely hard to believe because I could see the report immediately after the work was done.  I was then offered by multiple agents to reschedule the installation but it would have to be full price again, another $600 plus because of the damage to the parts that was not my fault. I had heard enough at this point and took my car to a certified auto shop for diagnostic and repair.
  

  After a free diagnostic, the company found that the brake pads were a cheap brand that scratched the rotors severely. They questioned if the Wrench mechanic had even applied the proper brakes initially because the quality of the brakes and rotors were significantly different. The copy replaced and fixed the problem for $700. So Wrench do not downplay the inconvenience your company caused when all you had to do was fixed the problem that your company created. Instead you all made it worse which required me to park my car for several days because driving it made my car worst. I do not want any work to ever be done by this company any more, I just want a full refund of the initial repair and to let others know that their customer service is horrible and their service in general. There is a significant disconnect between speaking English and understanding it. Most of the time when I spoke to any customer service representative from ********************** they would pretend to listen to respond without truly acknowledging what I had stated. Wrench mobile service is truly not worth it patience you try to provide to them. 

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

  Business Response

  Date: 06/21/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************************ rebuttal. Wrench offers a ****** mile and/or 12-month limited warranty on parts and labor. According to the limited warranty terms located at *******************************************, the limited warranty is void without giving Wrench an opportunity to inspect and repair the vehicle first.
  
  Wrench has not agreed to a third party performing additional diagnostics or repairs on ************************ vehicle. If their vehicle has been worked on by another shop for services Wrench has already provided, then the limited warranty may be void. 
  
  ******************************* was provided repair options for their vehicle after the pre-warranty inspection on May 30, 2024. A refund in the amount of $159.99 was provided for the pre-warranty inspection.
  
  Wrench is declining to provide a refund for the repair that occurred on March 30, ******************************************************************************** repairs. Wrench can provide the follow up repairs that were recommended on May 30, 2024. The same repair options are still available if they are needed. Any repairs that can be covered by Wrenchs limited warranty will be honored. ******************************* can contact Wrench at ****************************************** to discuss repair options. 
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:05/29/2024

  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.

  Alternator replaced Jan 1, 2024. Had mechanic come on 5/28/2024 for inspection. Stated alternator needs to be replaced, malfunctioning. Part is under warranty. Advised not to drive vehicle. Can not get "warranty dep't" to call to schedule repair. Can only speak to schedulers on phone who advise there is a warranty claim, and they will call. Ref # *******.Extremely poor customer service, car can not be driven until repair is made.

  Business Response

  Date: 06/07/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************************ complaint. ******************************* scheduled an appointment with Wrench to replace the alternator on their vehicle. Wrench arrived on January 21, 2024 and installed the alternator as ordered.
  
  In May 2024, ******************************* reported smoke coming from the engine area of their vehicle. ******************************* scheduled a pre-warranty inspection with Wrench which was completed on May 28, 2024. Wrench confirmed the alternator was faulty and needed to be replaced. There was no charge for this appointment.
  
  Wrench offered to schedule a warranty repair for the alternator. There was a shipping delay with receiving the alternator, but Wrench was able to confirm an appointment time for June 3, 2024. On the day of the appointment, the technician had a personal emergency and was unable to make it on time to the appointment.
  
  Wrench offered to reschedule the appointment. Schedule availability was limited, but Wrench understood ************************ urgency and their scheduling concerns were escalated. Wrench offered another appointment time to *******************************. However, ******************************* informed Wrench that they moved their car to a shop and the needed repairs were already completed.
  
  Wrench offers a ****** mile and/or 12-month limited warranty on parts and labor. A copy of the warranty can be found at ********************************************. Wrench already confirmed the alternator was faulty and was going to replace it at no charge. ******************************* confirmed the alternator was already replaced by providing an invoice and service report from the shop that performed the service. Wrench approved a refund for the alternator on June 7, 2024. The refund will take up to 7 - 10 business days to process from the day it was processed. If ******************************* has any questions, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:05/22/2024

  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.

  On January 19, 2024 i scheduled a service for a mechanic to come out and repair my starter. Friday May, *************************************** to start the car and it did not start first try. Gave it a second and it came back on. I drove home only to try to drive to work and it didn't start. I tried all day, missed work. Next day same thing. 2 days missed. Contacted Monday at 6:30 am via email. Then called at 8:30 am spoke to a person who explained claim had to be submitted as i have a warranty. Stated i would receive a call back shortly, called 3 hrs later, same scenario. Called back about 12:30 pm, same scenario. Called 5 times that day. Finally got a rep. ** scheduled me for today May 22 @ 4:30 only to get a text at 3 o'clock the mechanic cancelled. I Missed 3 days of work, My boss paid for an Uber today, And came to pick me up yesterday. I lost 3 days of pay and had a short day today thinking i had an appt. I am asking for a mechanic to fix my car and for a refund for the inconvenience an loss of pay no response from ********** per policy. Also for the stress of losing pay and possibly my job. If i have a warranty i should not have to go through this. I should be priority. and I at least deserve a response from the claims ***** or manager. Received neither. I cannot wait til the 30th for it to be canceled again. There should be at least 7, 8 calls from me trying to resolve this issue, and all i got was the run around. this company provides a service people need but their customer service and professionalism gets an F- from me.

  Business Response

  Date: 05/31/2024

  Hello,
  
  YourMechanic has reviewed has ************** complaint. YourMechanic was scheduled to replace the starter on their vehicle. YourMechanic arrived on January 24, 2024 and completed the service. ************************* contacted YourMechanic on May 20, 2024 to report a starting issue with their vehicle. YourMechanic contacted ************************* regarding the issue with their vehicle. A pre-warranty inspection has been scheduled for June 3, 2024 and YourMechanic will have another starter on hand to install on their vehicle. ************************* will not be charged for the repair if the issue is related to the service YourMechanic provided on January 24, 2024.
  
  YourMechanic offers a ****** mile and/or 12-month warranty on parts and labor. YourMechanics warranty can be found at *******************************************. If ************************* has any questions regarding their upcoming appointment, they can contact YourMechanic at ******************************************.
  
  Thank you,
  YourMechanic
  

• Initial Complaint

  Date:05/20/2024

  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 researched a mobile mechanic versed on our make. Prior to repairs on my wife's vehicle I was constantly in contact with ******, a customer **** ****** a ********************, both employees at Your Mechanic/Your Wrench. Initially there was clear and concise communication ****** test drove w/my wife and we were advised on what was seen, suggested repairs, costs, and repair duration. I then set up the repair date through Caesar. Upon completion, 05-06-2024, **** called me and explained that the previous issues were no longer there, he stated the car was fine overall, drove better, did an oil change, and no check engine lights. We spoke on the phone over a hour with ways to ensure she receives the best performance from her car and safety as they both (******/****) were aware that I'm disabled. Four hours later my wife came home & asked if the car was fixed. I stated yes, I told her he stated none of the issues were present. She was elated & left only to return 7 minutes later. Stating it was 100% worse than when she initially rode with him. She was fearful that the car would die. I called the company the same day, & everyday after completely unable to locate, speak, or find the two gentlemen that were happily calling me, texting me, & emailing me to obtain my money. Nor did I ever speak with a manager after multiple escalations. On the service date he stated the car was repaired so I find it improbable that with 4 hours of sitting, it was now 100% worse. The company never came to verify the work nor contact me. The car had to be re diagnosed by another company after no ************** found errors that did cause more damage by Your Wrench/Your Mechanic. Even the simple task of an oil change was done wrong by flooding it. I explained to ******/**** before repairs that I am disabled and this car is used to transport me to medical appointments. Now we are incurring rental fees because damage, not repairs, was done by your company and refuse to even contact me back about anything.

  Business Response

  Date: 05/30/2024

  Hello,
  
  YourMechanic has reviewed ************************** response. YourMechanic performed an inspection on Skillz ******************* vehicle on May 2, 2024 to determine why the check engine light was on. The service was completed as scheduled. YourMechanic returned on May 6, 2024 and completed the recommended repairs. 
  
  YourMechanic was contacted by ************************ the same day as the repair and reported an issue with the repairs. YourMechanic offered to perform a pre-warranty inspection on their vehicle to determine why the issue was still present. ************************ did not agree to the terms and conditions of YourMechanics limited warranty. The terms and conditions of YourMechanics warranty can be found at *******************************************.
  
  YourMechanic offers a ****** mile and/or 12-month warranty on repairs. The limited warranty covers repairs that YourMechanic has completed on the vehicle. However, if YourMechanic performs a pre-warranty inspection and finds the issue is not related to a prior repair, then YourMechanic will charge a diagnostic fee. Because ************************ did not agree to these terms, YourMechanic could not schedule an inspection for the vehicle.
  
  YourMechanic would be glad to perform a pre-warranty inspection on Skillz ******************* vehicle. They will need to agree to the terms and conditions of YourMechanics warranty. ************************ is welcome to contact YourMechanic at ****************************************** to schedule a pre-warranty inspection of their vehicle.
  
  Thank you,
  YourMechanic
  

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21738196
  
  I am rejecting this response because I contacted the business every day to schedule a mechanic to come out and determine why the vehicle was worse. I did this every day for a week with multiple calls a day for supervisors/managers contact that never occurred. The company was emailed and I never received a response. After 7 days of no follow up or contact from Your Mechanic the car had to be towed to a car shop for the repair. They verified the job was done incorrectly and also had to drain the over pour of the oil change committed by Your mechanic. This repair subsequently came out to $449 not including all of the days we had to rent a car because we were waiting and trying to give YourMechanic an opportunity to call me, email me, send a bird in relation to my complaint. They were given every opportunity to check the car and verify if there was any error. Since they did not we had an additional expenditure of $500 for car rentals on top of the repair costs that were paid to YourMechanic. There was no dispute on policy, there was dispute on the job and damage made to my car that YourMechanic's supervisors never addressed. I see many of these same complaints and issues post service. Fraudsters.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally paid $334.36 to yourmechanic.com for mechanical services on my vehicle. I ended up having to cancel a couple days before due to a hospitalization. They gave me a credit for the amount I paid and I subsequently ended up re-scheduling service on October 20, 2022. The mechanic only completed part of the job so I was charged $179.94 leaving a $154.42 credit. Come to find out, the money I paid expired approximately 3 months later on January 31, 2023. They refuse to refund or let me use the credit and I was completely unaware it would expire since it was money I already paid. There should not have been an expiration date, that's theft. Services were not rendered and it shows as such on my account page. Medical issues have kept me in and out of the hospital over the past couple of years and my vehicle hasn't needed service since it wasn't being driven, therefore, I did not find out until recently the credit expired. They never sent any kind of notification, email or phone call to let me know this would happen.

  Business Response

  Date: 05/29/2024

  Hello,
  
  YourMechanic has reviewed ************************* complaint. *********************** scheduled a service with YourMechanic which was completed on January 4, 2022. *********************** stated they would provide the parts for the appointment, but the parts did not arrive on time and *********************** asked to cancel the appointment. 
  
  When scheduling the appointment, *********************** accepted the locked-in booking discount. The locked-in booking discount provides a discount on services when pre-paying for the service. If a customer chooses to cancel their appointment, the customer is provided a credit in the amount they paid to use on another appointment. The terms of the locked-in booking discount can be found at ************************************************************;
  
  YourMechanic has reissued the credit for *********************** to use. There are technicians in their area that can perform repairs and maintenance on their vehicle. If *********************** has any questions about using the credit, they can contact YourMechanic at ******************************************. 
  
  Thank you,
  YourMechanic
  

  Customer Answer

  Date: 05/29/2024

   
  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:05/18/2024

  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 07/14/2023 I had my serpentine belt for my 2014 ****** Corolla replaced by Mechanic *****. On 05/08/2024 I took my car into Meineke for an oil change, during their inspection they reported the serpentine belt was split in two. I immediately contacted Your Mechanic to let them know since it had been less than a year and we were within warranty guidelines 12 months or 12,000miles whichever comes first. The car had only been driven under ***** miles during the time period. Upon calling them they set up an appointment for an inspection on 05/16/2024. They advised the same mechanic that originally did the replacement would be doing the inspection, I did question as I did feel it would be a bit biased to have the same person who installed originally to be doing the warranty inspection. They advised he would be the only one available. On 05/16/2024 ***** arrived and did the inspection he did advise there was a small rock wedged under the belt which caused it split. He advised he would send the information to the warranty department for review but he sees no reason for the claim to be denied since the rock is something out of our control and we would not have been aware of when or how it got there. Today, 05/18/2024 we received a call from ******* with the warranty department to advise us our claim was denied due to external cause. Their warranty clause is a scam and is unfortunate for the customer, we are now at fault for something we had no control over or knowing there was a rock there. How did a rock get there and go unnoticed for 10months? ******* was completely unprofessional argumentative and condescending. The mechanic should have not replaced the part without the warranty approval. They also never sent us the mechanics findings which they referenced for denial of the warranty.

  Business Response

  Date: 05/27/2024

  Hello,
  
  YourMechanic has reviewed ******************* complaint. *********************** scheduled YourMechanic to replace the serpentine belt on their vehicle. YourMechanic arrived on July 14, 2023 and completed the service. No inspection was scheduled prior to the appointment. 
  
  YourMechanic was informed that the serpentine belt was splitting in two by *********************** in May of 2024. *********************** scheduled a pre-warranty inspection with YourMechanic to diagnose the issue. Because the serpentine belt was damaged, YourMechanic included a serpentine belt with the appointment. YourMechanic arrived on May 16, 2024 and performed the inspection and replaced the serpentine belt. YourMechanic found the issue was caused by a pebble stuck in the grooves of the crankshaft pulley. After removing the pebble and replacing the serpentine belt, the technician confirmed the issue was resolved. 
  
  YourMechanic provides a ****** mile and/or 12month limited warranty. The warranty terms can be found at *******************************************. Because the issue was not caused by the parts YourMechanic installed, *********************** was charged for the appointment. 
  
  As a courtesy, YourMechanic has provided *********************** a $25 credit to use on a future service. If *********************** has any questions about how to use the credit, they can contact YourMechanic at ******************************************.
  
  Thank you,
  YourMechanic
  

• Initial Complaint

  Date:05/14/2024

  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.

  On April 22, 2024 I submitted a warranty claim against a vehicle service from April 10. On April 26, 2024 YourMechanic approved my claim because the mechanic that performed the service had not tightened 3 bolts on my engine when putting it back together. After multiple calls to yourmechanic I was finally able to get an appointment May 6, 2024 to repair my car. This appointment was canceled by the mechanic on the morning of May 6, because Yourmechanic had not even ordered the parts to fix my car. I was able to get another appointment for May 14, 2024, and again the same thing happened after assuring me that they would have the parts this time when I talked to the warranty department on May 9th. At this point I have been without my vehicle for 3 weeks and I would just like them to fix it, or to refund the original service fee so that I can hire someone else to fix the car.

  Customer Answer

  Date: 05/23/2024

  On May 16 Yourmechanic called and set up a new appoint to come repair my car for 5-23-24.  For now the third time the mechanic did not come because they did not have the parts.  Monday May 27 will mark 5 weeks since I filed my warranty claim. 

  Customer Answer

  Date: 05/28/2024

  On 5-28-2024 my warranty issue was resolved and my vehicle is now repaired.  

  Business Response

  Date: 06/05/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************************************* complaint. Wrench provided services to ************************************* vehicle on April 2, 2024 and April 10, 2024. After *********************************** reported starting issues with their vehicle, Wrench returned on April 25, 2024 to diagnose the cause of the issue. Wrench confirmed the harmonic balancer was damaged and needed to be replaced. 
  
  Wrench provides a ****** mile and/or 12-month warranty for parts and labor. Wrenchs limited warranty can be found at: *******************************************. Wrench agreed to repair the harmonic balancer with no cost to ***********************************. Wrench returned on May 28, 2024 and completed the repair. *********************************** was not charged for it. If *********************************** has any questions regarding the repair, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 06/07/2024

   
  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:05/09/2024

  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 05/08/2024 Your Mechanic *** took $169.99 out of my checking Account to check & fix the car brakes from screeching my brakes are under warranty all the Mechanic did was drive my car I have not heard back from them Service #*******) the receipt said (Squealing noise from brakes Inspection - Fixed onsite)but the Mechanic just drove my car he did not take off the tires and check or fix the brakes from making noise.

  Business Response

  Date: 05/18/2024

  Hello, 
  
  YourMechanic has reviewed ***************** complaint. YourMechanic was scheduled for a pre-warranty inspection of the front brakes. YourMechanic originally replaced the front brake pads and rotors on ***************** vehicle on June 7, 2023. YourMechanic returned on May 8, 2024 and completed a pre-warranty inspection on their vehicle because the front brakes were making a screeching sound. During the inspection, the technician was not able to reproduce the same issue. When test driving the vehicle, the technician did not notice any noises coming from the brakes. 
  
  A copy of YourMechanics warranty can be found at *************************************************;
  Per the terms of YourMechanics limited warranty, YourMechanic charged *********************** for the inspection since there were no issues found with the front brakes. YourMechanic is declining to provide a refund since the inspection was completed and the inspection report was provided to ***********************. 
  
  YourMechanic considers *********************** a valued customer. As a courtesy, ********************** is providing *********************** a credit of $75 which can be used towards a future appointment. If they have any questions on how to use the credit, they can contact YourMechanic at ******************************************.
  
  Thank you,
  YourMechanic
  

• Initial Complaint

  Date:05/08/2024

  Type:Order 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 filing this complaint because I was charged $165.84, and nothing was done to my car. I set up an appointment for a diagnosis of my car and when the guy came, he said he could not diagnosis my car because my reader was not working when he hooks the computer to it, which was not true. I took my car to a mechanic and the reader is working fine and he was able to diagnosis my car. I have been calling for weeks and I'm still waiting on a call from a supervisor to address this issue. I will like a refund for what I paid because nothing was done.

  Business Response

  Date: 05/17/2024

  Hello,
  
  YourMechanic has reviewed *************************** complaint. ************************* requested YourMechanic to inspect why their vehicle was not starting. YourMechanic arrived on February 7, 2024 prepared to complete the service. After the technician arrived, they could only perform a limited inspection of the vehicle. Since the vehicle was equipped with a kill switch, the vehicle could not be scanned for issues via the OBD2 port. 
  
  YourMechanic is not equipped to complete a full diagnostic on a vehicle with a kill switch installed on it. If Informed of this information prior to the appointment, YourMechanic would have referred ************************* to a different shop. ************************* did not inform YourMechanic of the kill switch prior to the appointment. 
  
  Since YourMechanic arrived to perform the requested service, ************************* was charged for the full appointment. As a courtesy, YourMechanic has already provided ************************* $75.00 in credit that can be used towards services like oil changes or brakes. YourMechanic is declining *************************** refund request. If ************************* has any questions on how to use the credit, they can contact YourMechanic at ******************************************.
  
  Thank you,
  YourMechanic
  

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21684363
  
  I am rejecting this response because: my car could have been diagnosis just the way it is. It  has been diagnosis by an another mechanic using the same reader that I'm sure you have too. I don't want any more service from your company and want a refund for what I paid nothing was done. A refund is all I'm accepting, I do not want any future credit or service from your company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appoint for 9/18/2023 with Your Mechanic for replacing brake calipers. My car was currently at the body shop and work was still being done on it at ***************. The appointment price was ****** originally with Your Mechanic . A pop up box came up at scheduling stating if I prepaid for this booking my price would be ******. I did. I went to pick up my car from Serra Chevrolet but it still had a number of things that needed to be addressed. So, I called to reschedule the appoint with Your Mechanic and lost the discounted rate of ******, now to be charged ******. I rescheduled the appointment for 9/25/2023. I was still spending more money on the car. I decided I would not get the brake calipers. I called Your Mechanic to cancel my appoint on 9/15/2023(more than 48 hours before it was going to take place. No tech came, no parts, no labor. They are trying to keep my ****** as a credit. I did not agree to such terms. Your mechanic keeps changing their policy. It now states it will be a credit on your account as of November 2023. I agreed to the June 2023 terms which do not state anything about a credit to my account with them. This was not stated to be a non refundable transaction when you dont have a technician come to your home at all. I dont want to do business with them. I did not agree to a non refundable transaction or to receive a credit that I have 12 months to use. YM cash is nowhere in their terms. I also reasserted the dispute with my credit card company 3 times, they have not communicated with me to get it resolve. They wait for 60 day and reverse the charges back. They are now stating because my credit company did not side we me they get to keep my money on the account as a credit. I just want my money back not a credit. My next step is an attorney for my credit card company and Your Mechanic.

  Business Response

  Date: 05/17/2024

  Hello,
  
  YourMechanic has reviewed ************************* complaint. *********************** requested YourMechanic to perform a brake service on their vehicle. *********************** accepted YourMechanics locked-in booking discount when scheduling the appointment. Per the terms of the locked-in booking discount, a discount is provided when prepaying for an appointment. Canceling or rescheduling the appointment violates the terms of the discount. If the terms are violated, the cost of the service reverts to the original price. *********************** rescheduled the appointment which violated the terms and was charged for the full service. YourMechanics terms and conditions can be found at ******************************************************.
  
  *********************** canceled their appointment with enough notice that they were not charged a cancellation fee. Per YourMechanics terms of the locked-in booking discount, *********************** was provided with a credit to use towards future services from YourMechanic. 
  
  *********************** has disputed the transaction with their financial institution. YourMechanic is not able to discuss any compensation until the dispute has settled. After the dispute has settled, if *********************** has any questions, they may contact YourMechanic at ******************************************.
  
  Thank you,
  YourMechanic
  

  Customer Answer

  Date: 06/01/2024

  I did not violate any terms. The lock in booking terms and condition never stated that you could not cancel service with them. I dont need a credit with them. I just need a refund. The terms never stated that the prepaid amount could not be refunded in the terms and conditions in the event that I canceled.  Your Mechanic keep changing their terms. Please ask them to provide you with the June 2023 terms/conditions that I agreed to versus there new terms/conditions last updated in November of 2023 which I did not agree too. The terms did not state that it was a non-refundable transaction. I dont want a credit to use their services in the future I want a refund. I have cost them nothing and have received nothing. I just want my money refunded.

  Business Response

  Date: 06/11/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************************* rebuttal. Wrench is attaching a copy of the terms and conditions from May 2023. Per the terms and conditions from May 2023, if the customer chooses to reschedule their appointment within 48 hours prior of their appointment start time, the locked-in booking discount will be invalidated and the discount amount plus the rescheduling fee will be charged to the customer immediately. Additionally, if the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $75.00 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurred. 
  
  ********************** would be happy to provide assistance to *********************** with using the credit. *********************** can contact Wrench at ****************************************** for assistance.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 06/19/2024

  The terms and conditions I agreed to was for June 2023 not May of 2023. The big issue is that there terms stated: After you have received ******** Services obtained through your use of the Service, we will facilitate your payment of the applicable charges on behalf of the technician. It speaks to me receiving services from them and then charges paid by me being final and non-refundable. However I did not receive any services from them. No where in there terms and conditionsI have does it talk about the prepaid amount that I paid not being refundable in the event that I cancel service them where no technician has been sent. By the way, the only reason they have my VIN number is because they done brakes for me in 2021 the tech name was *****.  Your mechanic sent an invoice to my credit company like the tech name ******* had serviced my car which was absolutely false. I cancelled the appointment which should have made them refund the transaction because they sent no tech and no tech had to be sent to me.  The terms did not mention YM cash and/or a credit on  account for a year.  As a matter of fact, good business practices, should of been a post huge on that site that says all sales are final whether you receive service or not.  The failed to display terms while offering me and discount if I prepay.  They should have terms for any person that pay in advance before services are rendered or in the event that a person change their mind about using their services. I want a refund not a credit 

  Business Response

  Date: 07/15/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************************* rebuttal. Wrenchs Terms and Conditions from May 2023 were also valid in June 2023. Per the terms of the locked-in booking discount in June 2023: If the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $75.00 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurred . This can be located on the May 2023 Terms and Conditions under the section labeled Locked-in Booking Discount.
  
  *********************** initiated the cancellation of the appointment. Per Wrenchs Terms and Conditions, Wrench provided a credit for the full amount charged. Wrench will honor ************************* credit on the account until it is consumed. If they have any questions about using the credit, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 07/23/2024

  Your Mechanic(Wrench), I have pleaded with you for almost a year. I know youre just trying to hold me off until the year expires. I have proof of your rebuttals and what you sent to my credit company all 4 times that I disputed the charges. You are not being integral as a company doing business. If you do not release my fund to me after this. I would like for the credit bureau to mark this as unresolved as I will be seeking an attorney.  I will be seeking my money along with any attorney fees associated with collected my money back.  YM cash has never been listed  in any terms and condition I received. I have your terms and the statements that My Mechanic (Wrench) making are incomplete , false, and do not apply to my account. I also want notes that Your Mechanic Wrench has closed me out of my account and has a prompt for me to call  and I should not have to call I should be able to simply rest my password. Please trust I can prove the lies being told by Your Mechanic ( Wrench).   Are you going to refund my money back to my credit card ?

  Customer Answer

  Date: 08/15/2024

  This is what I sent to them since no one has call me like they said within ***** hours.   I have not received a reply back.  

  Business Response

  Date: 08/24/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************* rebuttal. Wrench will honor the credit on ************************* account until it is used. If *********************** has questions about using the credit, they can contact Wrench by email at ******************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 09/16/2024

  I received a phone message on my voicemail that said they can now transfer the credit but I have not received anything from them showing that my credit of ****** can be used now. I need proof of use. I only have to the 30th to use the credit.  

  Business Response

  Date: 09/25/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ***** ******* rebuttal. Wrench received ***** ******* request to use their credit. The credit is available for ***** ****** to use and will not expire. When ***** ****** is ready to use the credit, they are welcome to contact Wrench for assistance. ***** ****** can contact Wrench between 6am to 5pm Mon-Fri and 7am to 4pm Sat-Sun PST at ************** for help with scheduling an appointment or they can email ********************************************************************.
  
  Thank you,
  Wrench