Complaints

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

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  Mechanics Bank

  1111 Civic Dr Ste 390 Walnut Creek, CA 94596-3895

• 

  Mechanics Bank

  3884 San Pablo Dam Rd El Sobrante, CA 94803-2822

• 

  Mechanics Bank

  279 Arlington Ave Kensington, CA 94707-1401

• 

  Mechanics Bank

  683 Parker St Rodeo, CA 94572-1434

• 

  Mechanics Bank

  2301 Shattuck Ave Berkeley, CA 94704-1516

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2022

  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 am trying to payoff my auto loan with Mechanics Bank so that I can transfer its title. On August 18, 2022, at 1:50 PM (EDT), I attempted to contact a "human" representative on the customer service number, ************, to assist me in the payoff/title process since I was NOT able to register for website access. I chose the option where you leave your phone number, ************, and they would call back based on your place in line. I never received a return phone call!On August 19, 2022, I called the customer service number (again) and was informed about an approximately 39 minute wait time. It is now, 2 hours on hold! This is ridiculous! In addition, this is the only way to talk with a human!

  Business Response

  Date: 08/25/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We thank ****************** for reaching out to us and allowing us to investigate this matter.We would like ****************** to know that upon receipt of his complaint, our management team reviewed all relevant information connected with his concerns.We have confirmed that on August 19, 2022 our agents were able to make contact with ****************** and assist with his concerns. We value the relationships that we have built with our customers and invite ****************** to reach out with any further questions or concerns he may have.

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is TRUE but deceptive.  I had to contact Mechanics Bank after they did not return my initial call.  I left my phone number on the automated system for a callback in accordance with their automated system.  I did not receive a call back.

  I have discussed my initial issue with Mechanics Bank and that issue was resolved.  I noted that Mechanics Bank in their reply did NOT apologize or truthfully provide an accurate accounting of  the issue.

  Nothing will be gained by prolonged back-and-forth discussion of this issue.  I will not ever use Mechanics Bank again for an auto loan.

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

• Initial Complaint

  Date:08/06/2022

  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.

  There are nothing but issues trying to pay our monthly car payment. I will set it up for autopay, get an email confirmation, then the payment isn't processed. So then I will do a one time payment so I'm not dinged for being late, which then cancels the autopay. Once the payment is processed and applied a few days later the payment will be reversed. There is NO communication that this has happened. If you don't troll their site you would have no idea. Once you pay again it will process (using the exact same pay method) but they will change how much of the payment goes to the principle vs interest. I have 6 other bills that autopay out of my savings account (with another bank) and have no problems, no reversals, and no late payments. This bank is sketchy as all get out and their payment process feel like a scam.

  Business Response

  Date: 08/11/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We thank ************ for reaching out to us and allowing us to investigate this matter. We would like ************ to know that upon receipt of her complaint, our management team reviewed all relevant information connected with her concerns.We have confirmed that management was able to make contact with ************ and resolve her concerns. We value the relationships that we have built with our customers and invite ************ to reach out with any further questions or concerns she may have.

• Initial Complaint

  Date:08/02/2022

  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.

  Ive purchased a vehicle from High Quality Auto and financed through Mechanics bank. Ive continuously been harassed for payments by this bank for a long time even though Ive already paid. I also have reasons to believe that they adding hidden balances to my account.

  Business Response

  Date: 08/11/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We thank ************** for reaching out to us and allowing us to investigate this matter. We would like ************** to know that upon receipt of his complaint, our management team reviewed all relevant information connected with his concerns and records reveal we complied with Bank policy and procedures and regulatory guidelines.We value the relationships that we have built with our customers and invite ************* to reach out with any further questions or concerns he may have.

• Initial Complaint

  Date:07/28/2022

  Type:Billing 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 pulled my credit and saw that this company had alleged that I applied for an auto loan in January 2021 and that was NOT true at all. It is on my credit report as a negative hard inquiry when I NEVER personally applied for any credit at MECHANICS BANK AUTO FINANCE in January 2021 or EVER.I need this removed from my credit report via all 3 reporting agencies, because it is hurting my credit.

  Business Response

  Date: 08/01/2022

  Please see attachment.

• Initial Complaint

  Date:07/28/2022

  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 mailed a cashiers check to payoff my auto loan. It was delivered on 7/25. They said it can take 48 hours to post to the account. I called them again today and they said they dont know why it hasnt posted yet and I need to wait another ***** hours. Im not confident that they will do what they say because so far, nothing they say has been accurate. I need the loan closed so I can receive my title.

  Business Response

  Date: 08/05/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We thank ************ for reaching out to us and allowing us to investigate this matter. We would like ************ to know that upon receipt of his complaint, our management team has made multiple attempts to reach ************ in effort to assist with his concerns,unfortunately as of August 5, 2022 we have not been able to make contact with ************ and multiple messages have been left at the phone number on record. We value the relationships that we have built with our customers and encourage *********** to reach out directly to our Servicing Manager, *************************** at ************************ in effort to address his concerns. 

  Customer Answer

  Date: 08/05/2022

  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:07/09/2022

  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.

  So about 2 years ago we bought a car and it was financed through CRB financial, which was then bought out by Mechanics Bank. Then December of last year they offered to takes Decembers payment and put it to the end of the contract and all we had to do was fill out an extension agreement and email it back. So we filled it out and sent it back to the email on the paper and we thought we were done. Time went by and then we found out they never received it and that we were a month behind and so we spoke with them and they sent us a other extension agreement and we tried this again and later found out that again they never received it. Meanwhile I have the email trail showing I had sent these over several times. Then the last time we talked to they said would no longer ***** this, even though they offered it and agreed to it. Recently I made a payment in June and have been waiting for the payment to post. So on July 1st we called to find out what was going on and they told us everything was fine and we are all good and then a week later our co-signer took a hard hit on her credit report for a late payment. So when I called to inquire a gentleman named *** told me that my June payment was rejected on the 17th and that they tried calling a couple times but the mailbox was full. So when I asked how come when we called on July 1st we were told everything was ok, his response was because they didnt realize that the payment didnt post?!? The man, ***, wouldnt tell me his last name or give me his employee ID number. He was very unprofessional. This company is sketchy and questionable. We have late fees because they take so long to pull the payments. We pay early and it sometimes takes up to two weeks to pull the funds. It has been one issues after another. I dont feel we owe late fees. They should have to honor the extension agreement and write the credit bureaus and have the negative remark removed.

  Business Response

  Date: 07/14/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We would like to thank ****************** for reaching out to us and allowing us to investigate this matter. We would like ****************** to know that upon receipt of his complaint, our management team reviewed all relevant information connected with his concerns. We have confirmed that ****************** concerns were resolved with the assistance of our ******************** Manager. We value the relationships that we have built with our customers and invite ****************** to reach out with any further questions or concerns he may have.

• Initial Complaint

  Date:06/21/2022

  Type:Billing 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 bought a car back in September of 2021 and were financed through Mechanics Bank and have had nothing but issues every month since. The car payment is due on the 28th of every month, if we pay on that day they charge us a late fee even though it is paid on the day it is due. For the payment of the month of May of this year, Mechanics Bank charged my account for the amount of my payment then contacted us 3 weeks later saying we had not paid and were past due. We contacted customer care and they asked us to send where the amount was taken out of my checking account, I did exactly what they asked for and then they said that wasnt enough and started asking for crazy requests like my entire transaction history which is private information, I sent where it was taken out of my bank account and that it was posted and the date it was posted which should have been more than enough being that thats exactly what they asked for. Now that amount is being refunded into my account like they dont want to take responsibility and are desperate for the late charge once again. Their website says that you can use a debit card, credit card, or checking account to pay a **** through MoneyGram, but when called they are saying that credit cards dont work which is false advertising. They are getting their money either way and I dont need a late payment on my credit because they messed up and wont take responsibility. Once this late charge is taken care of we will be refinancing to get away from this joke of an auto lender that we have had nothing but problems with.

  Business Response

  Date: 06/24/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We regret that the account holder was not happy with the service they received. We have confirmed that customers concerns were resolved with the assistance of our ******************** Manager. We value the relationships that we have built with our customers and extend the invitation to reach out with any further questions or concerns.

• Initial Complaint

  Date:06/03/2022

  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 purchased a car through another company who was then purchased by Mechanics Bank. I want to sell my car and have a cash Buyer ready three weeks ago. I paid off my debt with Mechanics (a little over $18k which they cashed my check the day after they received). They posted on 5/12/********** weeks later, I ask when my title will be here and am told a minimum, of four weeks. I told them this was not acceptable since the vehicle and the title are now mine.I asked to expedite at my expense. They declined telling me they don't do that. I explained my situation and they don't care.By contrast, I paid off a loan in similar circumstances just a couple of years ago and the new owner had the title in their hands the next week.I need the same sense of urgency applied to my title request as they did with cashing my payoff check.

  Business Response

  Date: 06/07/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We thank ***************** for reaching out to us and allowing us to investigate this matter. We would like ****************** to know that upon receipt of his complaint, our management team reviewed all relevant information connected with his concerns.We have confirmed that a representative from our titles team has reached out to resolve the issue . We value the relationships that we have built with our customers and invite ****************** to reach out with any further questions or concerns he may have.

  Customer Answer

  Date: 06/10/2022

   
  Complaint: 17317323
  
  I am rejecting this response because:
  

   

  I tried three times to reason with the Bank.  I explained my situation and that I had a cash buyer.  I offered to pay for the express shipment and told them of my past experience with a Customer-friendly financial institution where I had my title the next week.  Was told three times that their process takes 4-6 weeks and there is no option to have it expedited.

   

  Well, I file a BBB complaint and the next day Mechanics calls me to tell me they were sorry and they sent my title overnight.  I reached out to my cash buyer, but after waiting more than three weeks, he moved on.  So, now I have to go through the selling process just as the economy is turning and gas prices are rising.  I have been harmed by Mechanics Bank's unwillingness to work with me, a Customer who was never late and paid them nearly $19,000 cash to get my title.

   

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

  Customer Answer

  Date: 06/14/2022

  Yes, I have received the title.

• Initial Complaint

  Date:05/09/2022

  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 my truck loan off over a month ago and still shows I owe on all 3 of the credit companys. Also have never gotten title to my truck. Yall damaged my credit with lay reporting but can not be on time to show loan is paid in full or get me the title

  Business Response

  Date: 05/12/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We thank ********************** for reaching out to us and allowing us to investigate this matter. We would like ********************** to know that upon receipt of his complaint, our management team reviewed all relevant information connected with his concerns and records reveal we complied Bank policy and procedures and regulatory guidelines. We value the relationships that we have built with our customers and invite ********************* to reach out with any further questions or concerns he may have.

  Customer Answer

  Date: 05/12/2022

   
  Complaint: 17184208
  
  I am rejecting this response because:
  Cause I still have not got title to truck it has been over ************************************************** full
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/20/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We regret that ********************** was not happy with the response he received. We would like ********************** to know that our management team reviewed all relevant information connected with his account and we have confirmed that our Servicing Team Supervisor was able to make contact with ********************* on May 19, 2022 and was able to assist with his concerns. We value the relationships that we have built with our customers and invite ********************* to reach out with any further questions or concerns he may have.

• Initial Complaint

  Date:05/04/2022

  Type:Billing 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 have been trying to pay off my Mechanics Bank auto loan, and the company has made the process beyond difficult in an attempt to get us to not make payments and collect fees. We have spent over 10 hours on the phone trying to call their customer support to which we have been hung up on, refused service, and told to just make our normal payment. I have a difficult time believing that a company is allowed to not accept a payoff on a loan.

  Business Response

  Date: 05/11/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We thank ******************** for reaching out to us and allowing us to investigate this matter. We have confirmed that our Servicing Team Supervisor was able to make contact with ******************* and was able to address his concerns. We value the relationships that we have built with our customers and invite ******************** to reach out with any further questions or concerns he may have.

  Customer Answer

  Date: 05/16/2022

   
  Complaint: 17143850
  
  I am rejecting this response because:

  The supervisor who reached out was able to help us set up a payments which we made on 05/04 through **** pay. The payment date was 05/10 through our bank (BofA). BofA reports payment was received on 05/11, and we called on 05/12 as the payment still has not posted. It is now 05/16 (3 Business days since they received payment) and the account has still not updated. We are increasingly worried about fraud and over $11k dollars being stolen from us.

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

  Business Response

  Date: 05/23/2022

  Mechanics Bank actively tracks complaints and takes every voiced concern seriously. We regret that ******************** was not happy with the response he received. We would like ******************** to know that our management team re-reviewed all relevant information connected with his account and records confirm our Servicing Team Supervisor was able to make contact with ******************* on May 19, 2022 and was able to further assist with his concerns. We value the relationships that we have built with our customers and invite ******************* to reach out with any further questions or concerns he may have.