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:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/17/2025

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

  Customer Answer

  Date: 03/18/2025

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

  Business Response

  Date: 03/29/2025

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

• Initial Complaint

  Date:03/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/15/2025

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

  Customer Answer

  Date: 03/15/2025

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

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/26/2025

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

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22958005

   

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

  Business Response

  Date: 03/08/2025

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

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 02/28/2025

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

  Business Response

  Date: 03/08/2025

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

  Customer Answer

  Date: 03/13/2025

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

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

  Business Response

  Date: 03/25/2025

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

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/07/2025

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

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/25/2025

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

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/13/2025

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

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/19/2024

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

  Customer Answer

  Date: 12/22/2024

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

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/10/2024

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

  Customer Answer

  Date: 12/10/2024

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

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/06/2024

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

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22611545
  
  I am rejecting this response because:

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

  Business Response

  Date: 12/24/2024

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