Complaints

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:10/08/2024

  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 August 25th The Wrench towed my car into their location for transmission issues. They told me they could get a used transmission with a 3yr warranty and that was a great deal. I said ok assuming they would be giving me correct info. Paid $3446.78 up front. They said it would be done by the Wednesday after Labor Day. It was not. After multiple times of them saying it would be done they agreed to get me a rental but they would have to reimburse for it. $1671.94 is what *** paid in rental fees to date. My car is still in the shop to this day. They rarely call with updates. I call to get updates and they dont respond. I text and no response. I need my car back. I have requested documents showing that work they have said has been done and they have not sent me anything. The last status update I got was they replaced the transmission and reverse didnt work. We thought we were getting somewhere when ****** talked to my husband and said the owner was an idiot and shouldnt have done things the way he did. He said depending on what they heard about the transmission he would suggest returning the one they bought and getting a refund then ordering a rebuilt while waiving the labor. We still havent heard anything. They wont respond to calls or texts. When I did get through last Friday the man on the phone said it was a **** issue and Id have to talk to him the following day. Again could not get a hold of him. At this point I dont know what they have or have not done to the car. I have loJack on it so I can see its location at all times. I can see that its been moved around. For the last week it was in their front lot and now it is across the street in a parking lot of *****************. I need my car. Id like help getting this problem solved. If I cant get a hold of the people I cant even get my keys back to have it towed elsewhere and Id be out just shy of $5000.

• Initial Complaint

  Date:08/28/2024

  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.

  Took the car on July3 as it stopped blowing cool air. The owner at the Wrench said it had to be with the ** compressor and belt, but not to worry as it has warranty from February2024. Weeks passed by and he will provide different excuses why the car was not ready such as busy, testing. Calls were answered on and off and 5 weeks passed by. I sent a message on August10 asking for the car and got answered with: "anticipates being done within the hour. However, it needs testing and it is Sunday. I would like to keep overnight and test in the morning" The next day he texted me: "All back together. No overheat. Upon testing the **, it was only cool. Checked fuses. A fuse appears to require replacement. Fuse ordered. Will be here tonight. We will retest tomorrow" The next day I texted him again to see if it was finished and he said: "No. Engine just cranks but won't start. Yesterday and the day before, the battery was low and required a jump. Then started just fine. But we weren't working on anything other than a broken belt tensioner. Nothing that would make the car not start. We'll figure it out, get it to start, test it, and will then be in touch" I don't know why this happened as I took the car completely fine on July 3 but the cool air. He never communicated back and I decided to tow the car somewhere else on August 16, 2024. When I got there, cables and other things were disconnected and **** said: "I don't know what he was doing" Took the car to a different shop and they replaced and repaired the Powering Control Module, something that was not the original problem and got damaged at the wrench. Before that, the car was working. I would like the wrench to respond by refunding us the money for the **** The part and labor at the other shop add up to a total of $2,165.00, no adding the towing service. According to the other shop the A/C compressor has been replaced and improper testing of clutch actuator and pressure transducer can cause PCM failure.

  Business Response

  Date: 02/15/2025

  We took too long on this job and did not communicate to the customer properly.  The written complaint was the first time that I heard about a PCM (powertrain control module).  A PCM is the main computer in the vehicle.  It is located on the left side of the engine compartment.  All of the work we did was mechanical.  A bolt that was supporting a piece of equipment (not the **** had broken and we were having a difficult time extracting it.  We did not have any contact with the **** however, during this repair.  We will honor warranty on the other work however.  

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2023 I paid **** dollars for a timing belt service seemingly no issue until 10/16 2023 as I'm driving the check engine light and brake light and traction control light came on so I took car here on 10/16 for brake service costing $711 and again on 10/17 for valve gasket replacement costing $884 the lights went off. However brakes continued to sqeak and engine still ran rough. Now on 12/4 the same lights came back on. I took to another mechanic to be told the thermostat is failing because it was the wrong thermostat, and the water pump is leaking coolant which those were replaced during the timing belt service. Also brake caliper bolt has been cross threaded and brakes still squeak because the rotors weren't resurfaced. he marked up the parts 200% I've spent ***** at the wrench to have none of the issue ls resolved and the results have caused more damage and issues than what I started with.

  Business Response

  Date: 02/15/2025

  We attempted to resolve this issue with the customer as our warranty is significant - 3 years and ****** miles.  We remain willing to warranty this issue if the customer wishes.  

• Initial Complaint

  Date:11/30/2023

  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.

  End of Oct 2023 Paid the Wrench 600 to complete replacing my sunroof After several days no work was done as they had not received the part.Requested my 600 back, was told The Wrench will have their bookkeeper send me a check. I have waited more than 14 days for my refund. The Wrench has stopped communicating.I have text messages to back up time lines.

  Business Response

  Date: 02/15/2025

  Unfortunately, what Ms. ***** alleges is accurate.  Since that time, however, we have refunded her in full.  We request this matter be disposed of and settled.  

• Initial Complaint

  Date:07/06/2023

  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.

  For some idiotic reason I keep taking my car here.His manager diagnosed the issue of my door actuators being broken. Said if one goes the other is soon to follow. So I said okay lets just replace both. He has me come in and bring more payment for the additional part, I did. Got the car back and the parts were not even replaced. Then the owner tells me he fired that manager whose name is *************************. I filed a police report for my stolen money and nothing ever happened. I go back to this mechanic and he charges me for a battery they didnt replace. Never offered a refund but since I am not in need of the battery I told him I wanted my money back. Its was just shy of 400 for the battery. He avoids my calls and did not refund me the money for the battery or the door actuators. I will be taking to court and seeking reimbursement.

  Business Response

  Date: 02/15/2025

  I discussed this issue with the customer.  I indicated that if she has a receipt for the services we charged her for, I would refund the money at dispute.  To date, the customer has not provided us with a receipt.  We believe this matter should be closed.  

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my **** dodge ram **** 4x4 for a standard, heater core replacement. I was to wait at the shop till job was complete, tech ended up braking the new part inside my dash but put it together anyway, gave me the keys and before i drove off i did a walk around of my truck and they backed into another vehicle and dented my truck and never fixed the damages or reimbursed me for cost. Then i left. had to turn around as coolant was spilling on my floor he then patched it with ************* instead of warranting the new part he just replaced, he then gave me the truck back and i drove home to ***** 400 miles from the shop i noticed it leaking again so i said s**** it ********* home and take it to someone else. Took it into a shop and they pulled the dash to find numerous broken parts from the failed efforts of ******* at the wrench. Total cost to fix the broken heater core ******* Cost to fix body damage *******

  Business Response

  Date: 02/15/2025

  We have indicated to Mr. ******* that we will honor our warranty on this matter.  It is extensive with 36-months and 3-year warranty.  This work will need to be done at our shop but we will, of course, honor the warranty.  

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 20006567
  
  I am rejecting this response because:

  The shop is not a certified body shop and cannot complete body damage repairs to my vehicle that they caused while it was in thier care. I also like 2500 miles from this shop now and would like financial compensation as I already had another shop complete the mechanical repairs. The body work still remains in need of repair. I gave the shop owner the estimate for body repairs. Estimate was $1650. That will be appropriate compensation. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid this owner $1200 for a necessary fix (so he stated). I drove my car 5 miles and it died. I have found countless other complaints of the same. He is charging me $600 more to fix something he claims is already preexisting. I said yes simply because I needed a car, but after speaking to a mechanic friend the same day I realized there is no way it was preexisting. I have called him repeatedly with no answer, and get a busy signal every time. Unethical and damaging business practices. He also mentioned when I picked up my car a coolant leak (there was no sign of one before). I didnt think much of it, and he did not explain further- it was mentioned in passing with no suggestion of needing to fix it. He then texted me a photo AFTER my car died of this leak which was actually an egregious amount of liquid sitting in my engine compartment.Im sure my car is dead, the engine probably seized, but I cannot get ahold of him to confirm.Again, any reviews from his business will coroborate my story.

  Business Response

  Date: 02/15/2025

  We responded to this customer early on.  This repair was a "band aid" as the vehicle was poorly maintained and there other issues that required resolution.  We advised the customer that our work was warrantied for ******* and ****** miles.  We will honor this warranty if the customer wishes to return for the repair.  

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 19600691
  
  I am rejecting this response because:
  
  My car was totaled after their work on it due to the damage and cost of repairs to get it running again. I am not the only one this has happened to, there is a ************** of over 300 people with the same story: TheWrench misdiagnoses or over diagnoses a car issue, they pay the ridiculous fee since its one of the only shops in town, and their car either needs thousands more in repairs or never runs again.

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

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2021, while residing in Silvedale, Wa, I took my 2014 **** F150 to The Wrench for rear differential noise. The Wrench replaced the rear differential and I received a 3-year warranty. Receipt attached.My family relocated to ******* in September 2022. Upon arrival, we discovered the rear differential case was leaking. Due to the busy schedule of moving and starting a new job, I was unable to contact The Wrench until December 2022. I called and spoke to ****, the Service Manager, and explained the issue. He verbally promised me to honor the warranty and asked me to have the F150 inspected by a local mechanic in *******, ******* ******** in *******, **. They inspected the rear differential and we texted pictures and an estimate to **** on January 12, 2023. We also spoke to **** on January 12, 2023 and he again repeated that he would honor the warranty and get back to me. On January 23, 2023 I spoke to The Wrench General Manager, Tallen, and explained my problem. He promised me that **** would contact me and resolve. On January 28 and 30, 2023, I called **** and left voice messages. on January 31, 2023, I texted **** requesting an update. I have not heard back. On February 6, I texted requesting ****** contact me to resolve. No response received.The Wrench web site states they have a nationwide warranty service via NAPA Service Centers *************************************************** . So, on February 16, 2023, I contacted a local *******, ** NAPA center ********************** ************** and explained my warranty issue. The looked up The Wrench and informed me The Wrench is not a NAPA certified repair center.I understand that the attached receipt states that all warranty work must be accomplished at The Wrench. Their verbal promise and The Wrench warranty statement on their web site led me to believe I could have the warranty work accomplished in *******. Any assistance greatly appreciated.*********************, LCDR USN (Ret) **************

  Business Response

  Date: 02/15/2025

  We desire to resolve this matter.  Our warranty work will cover this issue for the parts and labor.  However, the work must be done at our shop here in **********, ***********  We remain open to that resolution.