Complaints

This profile includes complaints for RepairSmith's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RepairSmith

  2333 Utah Ave # 105 El Segundo, CA 90245-4818

• 

  RepairSmith

  EL Segundo, CA 90245

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:05/31/2024

  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 5/15/2024 a mechanic came out to diagnose our vehicle. He first asked me what happened, and then advised me that a thermostat and a hose needed to be fixed. Neither of these would have came up on a diagnostic machine, so I'm not even sure how he came to that conclusion. However, I paid $160 for him to do that, thinking he was a professional. On 5/18, another mechanic from this company came and fixed the thermostat and hose. Afterwards he proceeds to advise me that the check engine light was on for an entirely different reason, which was a catalytic converter. Not only that, but the thermostat wasn't even the issue. It was just the hose and catalytic converter. I paid $1000 to be in the same position. The company won't even refund me, or adjust our balance for their mechanics' negligence. Very unprofessional experience, and I will not be utilizing them again. I'm also going to look into my own recourse to get my funds back with damages included.

  Business Response

  Date: 06/03/2024

  There was no communication with us regarding this concern, an escalation has been created to review with our management team reference #*******. I have personally sent our first response to the customer to let them know this is under review. 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21730836
  
  I am rejecting this response because:

  There was communication made with the company via phone on 5/18 about negligence on their mechanic's part. No solution was made by the representative that I spoke to.

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

  Business Response

  Date: 06/27/2024

  A resolution was agreed upon by both parties and the customer was reimbursed for the diagnostic as a good will gesture. Please review the call summary transcript below. 

  system
  Internal
  
  Jun 10 8:13 am
  
  Call summary:
  
  Customer declined to replace the secondary thermostat or both thermostats as recommended
  Management offered a refund of the diagnostic fee of $174.99 as a gesture
  Customer was disappointed that the issue was not diagnosed correctly the first time
  Customer is accepting the refund and appreciates the partial resolution
  Refund processing time is 24 to 48 hours, should appear in mobile banking shortly

  
  

• Initial Complaint

  Date:05/31/2024

  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 3 2024 I contacted automation mobile service to repair struts rear. They gave me a quote and I accepted.. the service person came out and with 40min changed the rear struts.. he informed me I need the mounts changed and they could not change them. I went out and bought the mounts. Attempted to get the mounts changed from 3 different service shops and was told by all 3 to get the struts changed with the mounts. Informed them I got the struts did and was told they should have changed the mounts along with the struts and that it weird that they did the work like so and refused to service. I finally found a shop that would change the mounts. But he stated that they half did the work.. I accepted me paying for the parts provided but I feel I shouldnt have to for labor. Also contacted about a leak I had and they came out and diagnosed it as thermostat housing is bad.. he quoted me a price but I decided to take to the man who did the mounts and he stated they misdiagnosed the situation and it could have been easily seen if the service guy lifted the car.. the leak was oil not coolant.. the second guy was correct he never lifted the car nor went under to see leak. I stayed outside the whole time this time to be sure and all he did was open the hood and look around I would like full refund for that service of ******

  Business Response

  Date: 06/21/2024

  Customer has been refunded

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21664723
  
  I am rejecting this response because: I have not been fully refunded I received ****** and total for both jobs I have paid job#1: 608.** and I am still not clear if I got new parts because I still hear squeaking noise when driving. Emailed company a representative informed me to call and set up a tech to come out under warranty. Called to set appointment and was told they will come out but I will be charged if nothing is wrong. I feel as if I paid 608.** I shouldnt be charged for a peace a mind. I dont full trust that the tech but the new struts on but would like to be sure. He didnt show me my old parts like most shops do and again it still squeaks. Job #2 I paid: ****** for fluid leak diagnostic and was told wrong information. Had to go to a local shop where the mechanic informed me that the thermostat housing was no leaking and the auto nation repair tech could have easily seen it if he would have lifted the car up. The truth is neither time on job one or two I didnt not witness the mechanics lift the car up. I didnt witness the full job the first mechanic did but after me having problems with the first job I sat outside for job two and the mechanic just lifted the hood and looked around everything. The only reason I chose this company but it sounded great of me not having to stop my busy day and have a trust mechanic work on my car and letting me know when its ready. Turns out it was all a lie. If I wouldnt have stayed outside to watch them I would still be paying this company for incomplete and sloppy work. I dont believe its fair and I would like a complete refund. $****** does not even cover a refund for one of the jobs that was attempted and not done right. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/17/2024

  We have contacted and spoken with the customer, currently we are waiting for the documentation from the other repair facility on what they found regarding the fluid leak. 

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had them to come out to do some work on my car on 11/12/23 and the guy said that they can fix my car but didn't and that I still had to pay the full amount of they couldn't fix it why do I have to pay full amount

  Business Response

  Date: 01/02/2024

  To Whom It May *********************************                                           The customer had an appointment set up on 11/09/23 for a general diagnosis since the customer informed us that the the vehicle not starting. ************** went out, and provided a diagnosis on the vehicle. "Customer concern vehicle crank but no start. Verified concern and found fast cranking engine. Pulled spark plugs and performed compression test. Found cylinders 1,2,&4 have 0psi and cylinder 3 has 42psi. Internal engine failure". We provided the customer with the findings so they could take the vehicle to a shop for needed repairs since it had to do with engine tear down.   

• Initial Complaint

  Date:12/05/2023

  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.

  Repair Smith did not pay out pto time when terminated Tried to contact hr and have not heard back from in almost a week

  Business Response

  Date: 12/06/2023

  To whom It May **************************                      The HR department has been notified of this and will follow up with you once an update is provided. Thank you for your patience.  

• Initial Complaint

  Date:11/17/2023

  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.

  11/4/2023 I had RepairSmith come out to diagnose a problem with the front sensor. I was told he will check it out. He would have to call ***********. But the company doesnt have the parts to repair. Oddly, he said that I can go in the house while he called Silver Rock, I got a text, everything on the car is fine. I go out and he says he cant repair SilverRock doesnt cover. I pay and call SilverRock. They stated they never told him they dont cover, and I paid erroneously. Called Repair Smith and they claimed the department that I need isnt online. It was 11am.I want a refund from themnot Silver Rock. My $75.00 needs to be refunded.

  Business Response

  Date: 11/19/2023

  Good afternoon,

  ***************** has been refunded for the charge in question due to the findings being inconclusive on our end.

   

  Thank you!

• Initial Complaint

  Date:10/12/2023

  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 arranged with Repair Smith to come to my home and replace my car battery. The battery has print right on it that it comes with a 7 year warranty. Less than 2 years, the battery was determined to be "no good" by an Emergency Roadside technician via a machine he used.I contacted Repair Smith to arrange for the battery to be replaced. ******* "checked with the parts ***** and that the battery they sold me was no longer in warranty. I took photos of the battery, just before it was replaced by another company, which I sent to Repair Smith. I'd like them to give me a partial refund.

  Business Response

  Date: 10/14/2023

  After reviewing the chat history a full refund was given through Affirm. 

  Customer Answer

  Date: 10/16/2023

  The company (Repair Smith) I filed a complaint against has issued me a refund. I'm satisfied with this outcome. I would like to end my complaint against them.

• Initial Complaint

  Date:10/08/2023

  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 hired repair smith to come out and diagnosis my car as it was having issues starting and to repair the issue. I CAUGHT THE TECHNICIAN WATCHING POOR DURING MY APPOINTMENT. After 5 hours of working he did not fix my starter and now my car has engine problems. He said he never even tried to start the car when arriving and did not preform a diagnosis. His name was ** but customer service refuses to address the situation so I would not trust anyone in this company . DO NOT USE THIS COMPANY. I am outraged. I was told by Faizon the complaint specialist that they cant do anything because I dont have proof. Was I supposed to take the mans phone? I felt unsafe at my home and besides that he not only did not repair my car he made new problems.

  Business Response

  Date: 10/09/2023

  Dear ******,
  I sincerely apologize for the disappointment you've expressed. Following our discussion and the interactions we've had, we regret to inform you that your request for a refund has been denied. Unfortunately, no supporting documentation or evidence was provided to substantiate your claim, which influenced our decision.
  We appreciate your understanding in this matter and hope that the remainder of your day is filled with positivity and satisfaction.
  Best regards,

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My *********************************************************************************** the ignition. This is a common problem with this make and model, and the issue is always a switch or portion of the shifter that releases a switch near the ignition. On July 23, a tech came out and diagnosed this issue as a bad button on the shifter k*** On August 3, they replaced that part.The intermittent issue, however, remained. I asked them to come out for a Warranty / Diagnostic visit and after some rescheduling, out came a tech that literally checked nothing. He refused to check the previous repair on the shifter or anything on or in the shifter. He opened nothing up on the truck. All he did was check for codes, turn the truck ignition off and on a few times and then "took a guess" and said it was the ignition and that I needed to go elsewhere. When I asked if he could/would at least LOOK at the previous work and/or the shifter assembly, he refused and left. I contacted the company and set up a return visit from another tech. I was promised this third tech would check the shifter assembly and the previous repair job. I was told over and over about how they'll "make me whole" and "this is not the experience RepairSmith wants for customers" and then...... they cancelled my appointment. I was told the local branch manager was "refusing to service my vehicle" at this point. I was told to go elsewhere. So to sum up, the first tech misdiagnosed the issue... and the second tech refused to even explore RepairSmith's work and/or the part that is almost certainly the culprit, even when asked to.I do not have time to start over with another shop. I went with a mobile service due to my busy schedule.I want and expect RepairSmith to send someone out to stand by their repair and check the part I am certain is the culprit. I cannot believe they failed to provide the services they advertised then refuse to even attempt to make it right.Make it right.

  Business Response

  Date: 09/22/2023

  The customers concern was an intermittent issue, our first diagnosis found an issue with the shifter k*** which worked shortly but issue came back. This is through a warranty company and we are only allotted an hour of diag, needing more time to find the issue and perform the repair we directed the customer to an in network shop.

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20530941
  
  I am rejecting this response because:

  As previously stated, the tech who came out to perform the warranty repair looked at nothing.  He refused to examine the shifter. He fiddled with the key for 20 minutes, checked for error codes and left. 
  

  Business continues to ignore my statements, as their response proves here. How can a warranty inspection take place without looking at the part RepairSmith replaced?  

  At this point, I believe this company got their money for the job and therefore is gaslighting their way around their own warranty to maintain their own profit margin.

  RepairSmith needs to come back out, actually examine the issue with the work they performed this time and remedy the issue. There are hundreds of easily found online repair logs that point to exactly what to do to repair the problem. Shouldnt take 10 minutes, much less an hour, to confirm the incorrectly performed repair and get this done properly.

  But they continue to excuse their way around it.

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

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  A technician came to my home in February 2023 to repair my front brakes, a simple fix. The parts he selected for my SUV are not the correct parts and Ive had trouble with them ever since. I called the following week to report the nosies. The same technician came out and agreed. He then said I needed additional work. Trusting his opinion at the time, I agreed to the work. I spent over $3k only to be left with more problems than what I started with. So I called the company back to tell them and they said theyd send someone from warranty to inspect the matter. They sent the SAME technician. What do they think hes going to say about his work?! The technician said he agreed with my concerns and would be reporting back as such. This guy snowed me again. He reported that the brakes are fine, minor squeaking which is laughable. They continue to claim nothing is wrong with the brakes (they used a subpar brand that AAA and the dealership had never heard of) and they only squeak, squeal and whistle a little bit. NOT the case. My car sounds like a trash truck or public transportation bus. Ive had the dealership and two AAA locations provide me with their recommendations and quote to fix the brakes which is approximately $1,100.00. I am not asking for RepairSmith to reimburse me for the total cost, just the $1,100 to fix my brakes. Of that amount, they reimbursed me $260. If there is nothing wrong then why give me $260? They are refusing to reimburse me for the remaining amount necessary to correct this situation. Ive followed their process with THREE trips back out to my house, not to mention I missedwork each time. Additionally, I obtained the assessments from AAA and dealership per their request, all of which took more time from my work day to obtain. They are rude, and continue to tell me the brakes are fine and this case is closed. Its unfair and I want the money for me to have a reputable auto repair fix what they didnt. This has been so stressful. Thank you.

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 going service issues from Sept,2022 to current August 2023.Originally reached out for repair in sept of 2022 in which a mobile tech came to service my car and replaced alternator. Approximately 3 days after the initial repair, techs had to come out for a warranty claim as the first was found to be faulty. The second alternator was fine from Sept 2022 to July 2023. My battery light began to come on in my dash display. Went to a local shop and was advised of another bad alternator. I filed claim with Repairsmith yet again and techs were sent out to inspect and found the alternator given for the 3rd time now is also bad. I spoke with customer service many times during this process, I asked if parts being used were new or refurbished? **************** stated aftermarket but new when the tech came out for the 3rd replacement I took photos of the aftermarket New alternator box/brand and serial numbers. I found the part with ****** and items description stated refurbished costing approximately $99-$117 dollars. On my invoice received from Repairsmith they noted this part at over $300 dollars. By this point I was frustrated and asked for a refund which was denied. I asked to speak with management who called me and spoke on the ongoing issues. I again asked for a refund, I was told my car would need a 4th inspection to see if a refund would be deemed worthy. I was set up with an appointment for inspection only to receive an email from the manager *********************** that I spoke with prior to over the phone and claimed my escalation/case had been resolved and closed all while none of their techs had even come out to the 4th inspection very or come to any resolution.

  Business Response

  Date: 09/11/2023

  To Whom It May **********************************                                           The customer was provided with an appointment for 08/05/23, but when ************** went out to the customers home there was no one at home so the appointment was canceled. It is possible to rebook an appointment for a warranty visit. We would just need the customers availability to see which date works best for them for us to go out to take a look at the vehicle.  

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20426487
  
  I am rejecting this response because:

  I was advised I would need a 4th!! inspection to verify if alternator is faulty as if the first 3 inspections/replacements werent enough? Each time a technician came out and tested the alternators Repairsmith was providing they all came back faulty. I was lied to when asking customer service if these parts are new? They stated yes!after market but new After doing my own research I found these in fact are used/refurbished. When I spoke with hire management/escalation team I was asked what a good resolution would be to my request? I think getting the service/repair I paid for fixed the first or even second time and not having to continually reach back and go through countless warranty exchanges for now the 4th time. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 09/28/2023

  On going issues with Repair smith, was set to have a 4th inspection of my vehicles alternator as the first 3 they put in have had issues. A reminder text was sent on 9.27.23 at 8AM asking to confirm my appointment set for 9.28.23 between 8 and 10am. I confirmed yes at 11am when waking up as I work a grave shift and received a reply that my appointment has been cancelled. This is not the first or second time this has been done to me. Ive waited for technicians to come and have received cancellations minutes prior to my appointments.

  Business Response

  Date: 10/09/2023

  To Whom It May **********************                                           The customer was provided with an appointment for 08/05/23, but when ************** went out to the customers home there was no one at home so the appointment was canceled. It is possible to rebook an appointment for a warranty visit. We would just need the customers availability to see which date works best for them for us to go out to take a look at the vehicle.  

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20426487
  
  I am rejecting this response because:
  Technician ***** came out, prior to checking my vehicle had made the comment Im not trying to cover for the company which was off putting to me as he was only there to test my car. ***** was in my car all of maybe 2 minutes and thats my being generous with time.. He Stated all was fine and everything checked out, while previous techs that came the prior 3 warranty checks took minimum 15 min to allow car warm up and idle and run test numbers. 
  Sincerely,
  
  *********************************