Business ProfileforYourMechanic

On March 21, 2024, Better Business Bureau recognized a pattern of complaints from consumers regarding service, customer service, and billing issues. Consumers allege repairs not being completed as contracted. Consumers allege a lack of communication and professionalism. Consumers allege unwarranted or surprise changes and lack of promised refunds. BBB has requested YourMechanic provide a written response to the pattern of complaint and to sign the agreement to eliminate.

As of April 9th 2024, the company has responded to BBB's request to address the pattern.

"Action Items for YourMechanic BBB 

Ensure service transparency (clear communications to the customer), as well as maintaining professionalism and information discrepancies. 

-On 4/1 we began retraining the customer support teams on quality assurance and effective communication. This will ensure a more clear understanding of services at the time of quoting and booking.  

-At this same time, the service teams were also restructured and given more defined processes and expectations. This will ensure the customer speaks directly to a knowledgeable teammate for all questions the day of service and after. 

Provide a detailed quality check, better align customer expectations 

-YourMechanic has always provided a 50-point inspection, with photos, voice notes, and technician summaries of services completed and recommended. On 4/1, we began coaching the technicians and all service teammates to talk through this checklist with customers, ensuring they are aware it is provided ahead of time and discuss results after. By calling more attention to the checklist, we will eliminate more of the confusion and miscommunications. 

-We will additionally be adding a signature field to the customer experience onsite, in the coming months. When a service changes, the technician will be provided with the tools necessary to fully inform the customer and gain a signature for approval before continuing with the service. 

Customer Service Practices (timely responses) 

-Starting 4/1, we implemented several SLAs around customer communications. This will ensure timely communication is met and tracked by all department managers.  

-Additionally, the new Operations Management team is copied on all customer issues to ensure none are overlooked or delayed in handling. 

Ensure customers receive services paid for in a timely manner 

-Starting 4/1, we put more strict guidelines on cancellations and reschedules, eliminating areas and people which show higher volumes of poor customer success. 

Cancellations/ refunds documented and completed 

-Starting 4/1, the new Operations Management team is copied on all refund requests to ensure timely completion. 

-A team has been designated to focus on cancellations and reschedules, and improving the communication with the customer and service records.  


Billing practice transparency 

-Starting 4/1, we began retraining the team on service review with the customer, as well as implementing disclosure notices prior to service, both verbally and in writing.  

-We additionally designated a team to focus on follow-up communications, to ensure customers are aware of what was done, satisfied with the service, and are aware of any additionally recommended services. This will ensure the customer is given knowledgeable and professional feedback regarding next steps."