ComplaintsforYourMechanic

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were charged for an Alternator that we did not get replaced. You can see in the documentation from the company on the receipt they "added alternator" made our cost go up, then "removed alternator" but the price for the service stayed the same. That is not in reference to doing the labor to replace the part, but what parts they believed was needed. The other issue is that the receipt states "This price change was approved on ***************:43:08: ****" when price changes were never approved by **** and it was never made clear that by accepting the "booking locked in discount" of $40, that they would charge you more for the service when they arrive and then charge your card foe whatever they decide while issuing NO REFUNDS. After the mechanic came and realized the problem was not the alternator, but just a loose battery terminal, the company decided to add "added alternator" onto the purchase list, only to remove it from the parts yet not remove it from our bill, and then when we asked for a refund for the remaining $300 they charged us the mechanic said it will be back in our card in a couple days. After the refund never came and a week passed, customer support was atrocious and pretty much told us, they will not refund to our card but instead keep that 300$ that they charged us for an Alternator we didn't need (that they didn't even buy) but instead give us store credit. The fact they never got these "authorizations" on price changes and pretty much just charged my card whatever they wanted even though we didn't need the service shows how predatory these people are. It doesn't even end there, the person who got the services was never even told that by accepting the discount of $40 that they could hold any leftover cash they charged you for to hold as store credit. That means that if you try to use your store credit, they will take $150 off the top for a "50 point inspection" and then you will be in the cycle again.

  Business response

  08/11/2024

  Hello,
  
  Wrench, ***** d/b/a YourMechanic (Wrench) has reviewed ************************ complaint. Wrench was scheduled to replace the alternator on ************************ vehicle. Wrench arrived on May 30, 2024 ready to complete the repair. Before installing the part, the technician inspected the original alternator, which was still on the vehicle, and confirmed it was operating normally. 
  
  After the technician arrived on location, they determined that the alternator was not needed and only the battery cables needed to be tightened. After tightening the cables, the battery started charging normally. Per Wrenchs Terms and Conditions, if Wrench is provided inaccurate or incomplete information about a vehicle, Wrench has the right to charge a minimum service fee or cancellation fee. Since the alternator was not needed, Wrench charged a one hour service fee for diagnosing and correcting the starting issue on their vehicle.
  
  When scheduling the appointment, ********************************* accepted Wrenchs locked-in booking discount terms. Customers who accept *********************** locked-in booking discount, receive a discount on their appointment when pre-paying for it. Wrench Terms and Conditions can be found at ******************************************************.
  
  According to Wrenchs Terms and Conditions, when an appointment is canceled or rescheduled within 48 hours of the appointment time, any remaining balance will be provided as a credit on their account. Since the appointment was rescheduled as a diagnostic and ********************************* was only charged a one hour service fee, Wrench provided the remaining prepaid amount as a credit for future services. 
  
  Wrench is declining to provide a refund. ********************************* has already disputed the charge with their financial institution. ********************************* may contact Wrench at ****************************************** with any questions.
  
  Thank you,
  Wrench
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want a negative star review here. These guys are terrible. They have a nice website where looks like you can just select the part of the car that needs work and a time they will come out. Sounds great. But first off, they just didn't show up for the first aptmt. So I rescheduled. Then the second try I get a call from the repair person who says he can only find my mirror in black and thought I wouldn't want that. I was confused as they never talked to me up front to find out exactly what was wrong but thought that well they put a price on the site so guess they can usually fix it for that. After a few minutes the mechanic and I concluded that it didn't make sense for him to come as I definitely wouldn't want a black side mirror and thought he would only just re-attach it to the motors that move it. So then I called the myWrench 800 number and the guy says he's going to charge me $150 for a cancelled aptmt. Not to mention the original $304 charge was still on my credit card. Now I will have to contest the $304 charge since they didn't give me the service and the $150 if they try to charge that too. Do not use these people they are unprofessional and border on a scam in my opinion.

  Business response

  07/26/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ************* response. Wrench was scheduled to replace the passenger side door mirror on ************* vehicle. Before arriving at the location of the vehicle, Wrenchs technician contacted ***************** to confirm the services they were providing for their vehicle. During their discussion, ***************** asked to cancel the appointment.
  
  As stated within Wrenchs Terms and Conditions, Wrench will charge a cancellation fee if an appointment is canceled within 48 hours of its start time. Wrenchs Terms and Conditions can be found at ******************************************************. Since ***************** did not cancel their appointment with sufficient notice, they were charged a $150.00 cancellation fee.
  
  Wrench will pre-auth debit and credit cards before servicing a vehicle. Wrench did not charge ***************** $304.16 for the door mirror replacement. The pre-auth should be removed within 7-10 business days from the date of the cancellation. As a courtesy, Wrench will provide ***************** a credit for $150.00 towards their next appointment. If ***************** has any questions about using the credit, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company said that they found what was wrong with our car and they made the repairs, but the car still will not start and they say they can't tell what is wrong with the car. They came out twice and both times were unable to fix the car. There ending statement to us was you need to take your car to a shop and see what is wrong with our car. So basically they took our money saying they could fix our car, did not fix the car and then advised us to take it to a mechanic to have the car fix at our expense and did not offer us a refund back for the service not provided.

  Business response

  07/23/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed *************** complaint. ******************* scheduled Wrench to diagnose why their vehicle wasnt starting. Wrench arrived on July 7, 2024 and completed the inspection as requested. Wrenchs technician found a heater hose connection leaking coolant. When the technician connected their scanner to the vehicle, they confirmed a camshaft position sensor and the crankshaft position sensor were not functioning. Wrench provided repair recommendations for both issues, but noted there may be additional issues after the repair and the vehicle will need to be retested to ensure no additional issues were present.
  
  ******************* scheduled the recommended repairs. Wrench returned on July 9, 2024 and completed the repairs. When replacing the camshaft position sensor and crankshaft position sensor, the technician noted the original parts were melted. After replacing the parts, the technician confirmed the vehicle would not start. The technician continued to diagnose the issue. They found the spark plugs soaked in fuel and no power going to the ignition coils.
  
  Wrench offered to replace the crankshaft position sensor and camshaft position sensor which would be covered by the limited warranty Wrench provides for repairs. A copy of the warranty can be found at *******************************************. Wrench returned on July 13, 2024 and replaced the camshaft position sensor and crankshaft position sensor. ******************* was not charged for the appointment.
  
  After completing the appointment on July 13, 2024, Wrench confirmed the vehicle was still not starting. Before the appointment on July 13, 2024, Wrench informed ******************* that if replacing the sensors did not repair the vehicle, it would need to go to a shop for further diagnosis. Since the original sensors Wrench replaced were partially melted, other parts may have been damaged as well. Wrench is a mobile service and is limited by services that require a lift or heavy equipment to complete a diagnosis or repair. Placing the vehicle on a lift would provide a better view of the vehicles underside and would make the diagnosis easier to determine. 
  
  Wrench technicians use their knowledge and experience to diagnose and repair a vehicle. Wrench cannot guarantee that a diagnosis will identify all the issues and/or resolutions on the vehicle. This can be found in Wrenchs Terms and Conditions located at ******************************************************.
  
  Wrench is declining to provide a refund for the services which were already provided. It was confirmed the repairs Wrench provided were necessary to repair the vehicle. ******************* was not charged for the appointment on July 13, 2024 since it was covered by Wrenchs limited warranty. If ******************* has questions about their service, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ******* off of your mechanic, he was supposed to come to my house to replace my cars alternator and alternator belt, the first two times he never showed up and cancelled on me because he was missing a spare part, and they charged me 150$ both times. He put a refurbished alternator in when I paid for a new one, the new alternator he put in is charging less than the alternator I originally had according to triple A when it broke down the day after he fixed it. The third time he never showed up to evaluate his work and they charged me $150. My bank wont let me do a chargeback on services not revived and the business wrench your mechanic wont issue a refund. I have multiple disputes on file with them for the mechanic not showing up. They promised me this time he would come and he didnt and they charged me 150 again.

  Business response

  07/25/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** complaint. Wrench was scheduled to replace the alternator on ***************** vehicle. No prior diagnosis was scheduled with Wrench. Wrench arrived on June 10, 2024 with an alternator ready to be installed, but the service could not be completed as requested. After the technician started working on the vehicle, they determined that a drive belt tensioner was needed to complete the repair. Since Wrench was not scheduled to diagnose the vehicles condition prior to the repair, Wrench was unaware the part would be needed to complete the service. Wrench offered to reschedule the appointment with no fee, but ******************************* requested to cancel it. 
  
  Wrench arrived at the vehicles location ready to complete the requested service, but could not since additional parts were required to complete the repair. Per Wrenchs Terms and Conditions found at ******************************************************: There may be instances where, after a Technician has arrived at your location, the Technician finds that he or she is not able to successfully complete the Job, for reasons including, without limitation, that the Technician does not have access or permission to work on your vehicle at the location you provided, that the location is not fit for automotive services (e.g., unsafe location or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete (e.g. wrong vehicle information or vandalized car). In such instances, you may be charged a minimum fee or Late Cancellation Fee.
  
  Wrench charged ******************************* a cancellation fee of $150.00 which was applied as a credit on their account and could be used on another appointment.
  
  ******************************* rescheduled Wrench to replace the alternator and drive belt tensioner. Wrench arrived on June 20, 2024 and completed the repair. The $150.00 credit from the previous appointment was applied to this appointment.
  
  After ******************************* notified Wrench of the issues they were experiencing with the vehicle, a pre-warranty diagnostic was scheduled. On July 10, 2024, Wrench traveled to the same destination as the prior appointments to diagnose the vehicle. Wrench was unable to contact ******************************* after arriving at the destination so the vehicle could not be diagnosed. Wrench canceled the appointment and charged ******************************* a cancellation fee of $150.00.
  
  As a courtesy, Wrench is refunding the cancellation fee of $150.00 that was incurred on July 10, 2024. The refund will appear in their account within the next 7-10 business days. If ******************************* needs to schedule a pre-warranty diagnostic for their vehicle, Wrench would be happy to come out and inspect their vehicle. ******************************* can contact Wrench by phone at ************ or by email at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started on 4/29/24. I had them come out to see why my Audi Q5 was not starting. The first mechanic was not able to perform a full diagnostics on it being that it wouldnt start. He suggested I purchase a new battery And install it then make another appointments. They cancelled countless time. Switched mechanics I has intentionally booked with out. Notice. Finally they diagnose my car with having water in the fuel tank. Estimate was drawn up was about $2000. I scheduled an appointment to have the new fuel pump put on and I was told that they did not have the parts so I needed to purchase the additional parts that were needed for the vehicleThe appointment was canceled several times before it actually occurred, I was told by the mechanic that they were not gonna use my parts that I could return them that they had the parts to do the job. . He had me go get gas after I saw the fuel pump and had me started up. He started it up and it was so he suggested I get other things done. after he after he left, I noticed that the fuel gauge was reading full when Id only put in like 2 gallons. my car still would start but was idling rough and would stall. They required another mechanic come out to confirm the work was done and done properly. He confirmed that the fuel pump was not installed correctly nor put together correctly on top of the fact, he never emptied the water that he claims was in the tank, they were unable to fix my vehicle they towed to another mechanic to fix their screwups and promised they would cover the cost. My vehicle is still there They have yet to pay the bill they have yet to make this right They are next to impossible to get a hold of its been over in month of me calling everyday along with the mechanic shop calling with no return call email nothing! No communication do not go there do not use their services. They will rip you off. They will steal your money ,not only do I not have a fixed car, but I dont even have a car Please help

  Business response

  07/16/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ****** Bussards complaint. *************************** scheduled Wrench to diagnose the reason their car wasnt starting. Wrench arrived on April 25, 2024 to complete the diagnosis. Wrenchs technician could not complete the diagnosis, but recommended a battery. After the battery was replaced by ***************************, Wrench returned on April 29, 2024 to complete the diagnostic and recommended additional repairs. Wrench returned on May 8, 2024 and completed the recommended repairs. Wrench also returned on May 9, 2024 to perform unrelated maintenance services on the same vehicle.
  
  After *************************** informed Wrench of the issues they were having with their vehicle, Wrench offered to schedule a pre-warranty inspection to diagnose the problem. Wrench arrived on May 15, 2024 and completed the pre-warranty inspection. Wrench confirmed there was an issue with the fuel pump. Since the recommended repairs were not mobile technician friendly, Wrench covered the cost of towing their vehicle to a shop to perform a more in depth diagnostic and potentially repairs.
  
  After ****** Bussards vehicle arrived at the shop, they completed an inspection and repairs on the vehicle. Before towing the vehicle, *************************** was informed that Wrench would need to review a service report from the shop before approving any repairs. Since the repairs were approved before Wrench could review a service report, the limited warranty was void. The terms of the warranty can be viewed at *******************************************.
  
  Wrench has been working with *************************** to resolve the issues on their vehicle. After speaking with ***************************, Wrench came to an agreement with them to reimburse a portion of the repairs that were already completed. If *************************** has any questions regarding the reimbursement, they are welcome to contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer response

  07/24/2024

   
  Complaint: 21951978
  
  I am rejecting this response because: Its not a legitimate fair offer and the time line and details of the events were completely incorrect in your response to me. I  have lost the possession  of my  Audi because of the unpaid balance that your company promised and agreed to pay for  which has not  happened   Leaving me with no vehicle,   I want enough to cover the cost of damages yall caused plus because of the amount of time it has taken, the theft of Services, the improperly  installed fuel pump, the improper documentation on the mechanics notes, and the inability to get in touch with management to correct the problems and mistake your mechanics Services.  or my car completey fixed running correctly   That not to much

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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booked an appointment for a car repair and was told repair could not be performed, order was canceled, but the communication chat stopped working before I could ask anything.The job was cancelled by YourMechanic and I was charged the cancellation fee of $150.I would like to have the money refunded, as it was cancelled by the company, not me.

  Business response

  07/06/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** complaint. ********************* requested service from Wrench for their vehicle. June 23, 2024, the night prior to the appointment, ********************* informed the technician that they had already attempted repairs on their vehicle. On June 24, 2024, the morning of the appointment, the technician informed ********************* that they would not be able to move forward with the repairs. The decision was based on the information ********************* provided about their vehicle. When the appointment was canceled, a cancellation fee of $150.00 was charged. 
  
  If an appointment is canceled within 48 hours of their appointment time, a cancellation fee may be applied. This is stated within Wrenchs Terms and Conditions located at: *******************************************************. As a courtesy, Wrench is providing a refund of $150.00 for the cancellation fee. ********************* will see the refund in their account within 7 - 10 business days. If they have any questions about the refund, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

  Customer response

  07/06/2024

   
  Complaint: 21906205
  
  I am rejecting this response because:

  - there is no open chat communication before 24 hours of the appointment with the mechanic, therefore, how it is only acceptable 48 hours for cancelation.

  - it is nowhere clear that an attempted repair is not acceptable, it doesnt even make sense. A broken vehicle is a broken vehicle, anything can be replaced or repaired at a cost.
  

  - the cancelation was initiated by YourMechanic, there was no visit, nothing was attempted. 
  

  To summarize, it was just an easy way to make $150 without any effort.
  
  Sincerely,
  
  *********************

  Business response

  07/18/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ***************** rebuttal. Wrench offers multiple options for customers to contact them. Those contact options can be found at *********************************************;
  
  Providing a correct diagnosis on a car after other technicians have worked on it can cause complications. If parts are removed or reinstalled incorrectly, it may cause additional issues on the vehicle or make the diagnosis more difficult to determine. 
  
  As stated in the prior response, Wrench provided a refund for the cancellation fee. The refund for $150.00 will appear in ***************** account within 7-10 business days from when it was issued. If ********************* has any questions about the refund, they may contact Wrench at ******************************************. 
  
  Thank you,
  Wrench
  

  Customer response

  07/18/2024

   
  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 29 2024, I ordered a mechanic to come out and service my vehicle from Yourmechanic.com, the Mechanic *************************** canceled the service because he did not have the correct part (shift interlock solenoid) and I was charged 150$ , I contacted my mechanic and they insured me they can order the part and I can use the 150$ towards the service once they get the part instead of a refund if I wanted. So I agreed because I assumed the job would get done. However when the part was ordered and the mechanic arrived April 16 2024 he informed me the company ordered the incorrect part so he would have to cancel the service, which resulted in me being charged another 150$ for a service that was canceled twice by the mechanic. I have attempted to contact Your mechanic for 2 months now via email request (#******), request (#******), request (#******) and also via Phone. Each time I call they inform me there going to have a supervisor call me back however it has been over 2 months no call and no sign of a refund, Doing business with Yourmechanic has been the worst.

  Business response

  07/05/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ******* *****s complaint. Wrench was scheduled to replace the shift selector cable on their vehicle. No prior diagnosis of the car was performed by Wrench and ****************** elected to provide the part for the repair. Wrench arrived on March 29, 2024 to complete the service, but the service could not be completed. The technician inspected the vehicle and verified different parts would be needed for the repair. A quote for the recommended repair was provided to ******* *****. 
  
  Per Wrenchs Terms and Conditions located at ******************************************************::
  
  There may be instances where, after a Technician has arrived at your location, the Technician finds that he or she is not able to successfully complete the Job, for reasons including, without limitation, that the Technician does not have access or permission to work on your vehicle at the location you provided, that the location is not fit for automotive services (e.g., unsafe location or uneven surface), or that the information you provided with respect to your vehicle is inaccurate or incomplete (e.g. wrong vehicle information or vandalized car). In such instances, you may be charged a minimum fee or Late Cancellation Fee.
  
  Since the appointment could not be completed as scheduled, ****************** was charged a cancellation fee of $150.00. A credit for $150.00 was also provided to ******* ***** which could be used for their next appointment.
  
  A second appointment for the recommended repairs was scheduled by ******* *****. The $150.00 credit was applied to the new appointment. Wrench arrived on April 16, 2024 with the parts in hand to complete the repair. Wrench attempted the repair, but determined more parts would be needed to complete it. ****************** was charged a cancellation fee, but the fee for this appointment was refunded. During the second appointment, Wrench determined that the repair recommended by the technician could not be completed outside of a shop. 
  
  Wrench considers the charge for the original appointment on March 29, 2024 to be valid. Wrench arrived with the intention to complete the repairs with parts provided by ******* *****. The appointment could not be completed as scheduled and it was canceled according to Wrenchs Terms and Conditions. As a courtesy, Wrench is providing a refund for the cancellation of the March 29, 2024 appointment. A refund for $150.00 will appear in ******* *****s account within 7 - 10 business days. In total, ******* ***** has been refunded $300.00. If ****************** has any questions about their refunds, they can contact Wrench at ******************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled my first appointment with Your Mechanic on May 8, 2024 to have my "Power Steering Pump and belt replaced". The technician arrived and after the technician had worked on my car for nearly 3 hours he explained to me that he had the wrong part and that he would need to reschedule the appointment and that I should not drive my car. The repairs were rescheduled by Your Mechanic for May 15, 2024, and the same technician arrived and installed a power steering pump and left. I drove my car the same day and discovered power steering fluid leaking all over my garage floor and there was a loud grinding sound whenever I barely turn the steering wheel. I called Your Mechanic on the same day to inform them and they said that I would need to fole a warranty claim. I requested the warranty claim and they sent a different technician to do an inspection on my car scheduled on May 28, 2024. The new technician confirmed that the newly installed power steering pump they Your Mechanic had installed, was in fact broken and leaking and needed to be replaced; he also stated that the power steerbelt had not even been replaced either. Every since May 28, 2024 and up until today June 22, 2024, Your Mechanic has been putting me off and rescheduling me, only to cancel the appointments informing me that they cannot perform the repairs because they are still waiting on the part. Sometimes they don't have the courtesy to notify me that they have to cancel my Apt. To add insult to injury they have charged my credit card $980 for replacing the power steering pump; this amount is above and beyond the quote that was initially given to me. I contacted Your Mechanic to inquire as to why they maxed out my credit card and essentially caused my credit score to drop, they denied charging my credit card and requested that I email them a copy of my bank statement Everything I think of this experience it makes me cry. Please help me get a resolution.Sincerely,Dissatisfied Customer

  Business response

  07/02/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ****************** complaint. ************************* scheduled Wrench to install a power steering pump on their vehicle. No inspection of the vehicle was requested prior to installing the power steering pump. Wrench arrived on May 15, 2024 and completed the service. 
  
  ************************* informed Wrench of the issues with their power steering pump by May 25, 2024. Wrench arrived on May 28, 2024 and performed a pre-warranty inspection and confirmed the cause of the power steering issue. ************************* was not charged for the inspection.
  
  There were delays with receiving the proper parts for **** Guillorys vehicle which caused the repairs to be delayed. Wrench expected to have the parts by July 2, 2024, but Wrench was able to complete all the repairs on June 28, 2024. ************************* was only charged for the power steering belts since they were not a part of the original service. Wrench had already discussed this with ************************* prior to the appointment. 
  
  Wrench does not have a record of charging ************************* $980.00. If they still see the charge on their account, additional documentation will be needed to research this further. ************************* is welcome to email Wrench at ****************************************** if they have any questions about the repair or documentation to share. 
  
  Thank you,
  Wrench
  

  Customer response

  07/02/2024

   
  Complaint: 21888082
  
  I am rejecting this response because:  CHASE BANK says that there are 3 charges that were made on my credit card from WRENCH/YOUR MECHANIC. These charges are unauthorized and this is considered to be, in my opinion, THEFT.
  

  As a direct result of WRENCH/YOUR MECHANICS charges that were deducted from my credit card without my authorization I now have an "OVER THE LIMIT" NEGATIVE REPORT ACCORDING TO CRECIT KARMA.
  Sincerely,
  
  *************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mechanic messed up a basic brake fluid service and made it so our vehicle would no longer start. Reaching out to the business to rectify the issue only resulted in multiple ignored emails and voicemails, calling customer service results in long hold times that are then hung up.

  Business response

  07/01/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed *********************** complaint. ***************************** scheduled Wrench to service their vehicle. Wrench arrived on June 15, 2024 and completed an oil and filter change and a brake fluid flush. While providing the services, Wrench found two brake hoses leaking fluid and recommended replacing them. Wrench returned the following day, June 16, 2024, and installed the brake hoses.
  
  ***************************** informed Wrench that their vehicle was no longer starting after the service. Wrench did not alter the starting system. Because ***************************** stated that the battery was replaced recently, it was recommended returning to that shop since it may have a warranty for the battery.
  
  Wrench provides a ****** mile and/or 12-month limited warranty on parts and labor. A copy of the warranty can be found at *******************************************. ***************************** did not inform Wrench of the issue with the brakes until after the repair was completed by another shop. Allowing another shop without Wrenchs approval to perform repairs may have void the warranty. In order to determine if their warranty claim is valid, Wrench needs to review the service report from the shop that completed the repair. 
  
  Wrench is declining to provide a refund for past services on the vehicle at this time. After ***************************** provides the service report, Wrench will review it and reconsider a refund for qualified services.
  
  Thank you,
  Wrench
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24, 2024, I had a mechanic (*****) booked through YourMechanic come to my home to replace the front rotors and brake pads (work order *******). The next day, we tried to drive the car and heard noises from the brakes. Thinking we needed the rear brakes replaced, I set an appointment with YourMechanic to get my rear brakes changed. That appointment was set for June 13, 2024 (work order *******). The mechanic never showed up for the appointment and did not respond to my message through the YourMechanic platform. I called the customer service line for ********************** and they tried to call the mechanic. **************** called me back shortly after to tell me they couldnt reach him. I asked if we could set an appointment with another mechanic from YourMechanic and was informed they only have one mechanic (*****) in the area. My appointment was canceled due to no other mechanics working locally for YourMechanic. On June 15, 2024, I took the car to a local mechanic *********** with the thought that I needed my rear brakes replaced. ********* inspected the car and documented that we did not need the rear brakes replaced. Instead, the front brakes were installed backwards. This damaged the rotors and required a replacement. Because YourMechanic installed the brakes backwards, i incurred additional expenses in redoing the work. I attempted to resolve the issue with a call to YourMechanic on 6/15/2024 and was assured I would be contacted within ***** business hours. 48 business hours later, I contacted YourMechanic to get an update. The customer service representative proceeded to state that I voided my warranty by not having the service fix the issue. Given that YourMechanic admitted on 6/13/2024 that they do not utilize any other mechanics than *****, and ***** was a no show, I could not have had a qualified mechanic properly fix these errors from *****. Hes the only mechanic they use! Video of calls, photos and report from ********* available.

  Business response

  06/27/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed ********************** complaint. Wrench was scheduled to replace the front brake pads and rotors on ********************** vehicle. Wrench arrived on May 24, 2024 and completed the service. 
  
  ***************************** scheduled Wrench to replace the rear brake pads. The technician was scheduled to arrive on June 13, 2024, but they were not able to arrive at the scheduled time. Wrench offered to reschedule the appointment, but ***************************** declined. 
  
  ***************************** notified Wrench that the front brake pads were not installed correctly on June 15, 2024. Wrench was also informed that the repairs needed to correct the issue were already performed. Per Wrenchs limited warranty terms, after receiving ******* Services, if you take your car to a person not scheduled and processed through the Wrench Platform to diagnose or repair a problem believed to be associated with such ******* Services, without giving Wrench the first opportunity to inspect and remedy the problem, the warranty will be void. Wrenchs limited warranty terms can be located at *******************************************.
  
  ***************************** voided their warranty when another shop completed the repairs. ***************************** did not notify Wrench of an issue with their service from Wrench until after the repairs were completed by another shop. Wrench has a large network of technicians. If ***************************** had reported the warranty issue to Wrench prior to having the repair completed by another shop, Wrench could have located another technician from outside their service area to diagnose and complete the repairs.
  
  ***************************** did not provide Wrench an opportunity to inspect or review the inspection results prior to their vehicles repair at another shop. Wrench is declining to provide ***************************** a refund for the brake repair performed on May 24, 2024. Additionally, Wrench has not received the inspection report from *********. If ***************************** has any questions about the prior service, they can contact Wrench at ******************************************.
  
  Thank you, 
  Wrench
  

  Customer response

  06/28/2024

   
  Complaint: 21869359
  
  I am rejecting this response because: On June 13, 2024, I was informed by Wrench/YourMechanic that ***** is the only mechanic in your network within my service area. How can I utilize the only mechanic in your network in my service area who installed the brakes backwards.  
  

  Further, it is obvious the business did not read the attached report from ********** It clearly stated the brakes were installed backwards and possibly damaged the calipers in the process. It is an attachment in this BBB complaint! You also would have had it sent to you separately if you ever responded to my multiple phone calls asking for escalation. Due to the size of the file, I cannot attach the recordings of the calls on June 18. However, I was assured you record all of the calls. Your team admitted that there were no other options than to use the mechanic who knew so little about cars as to install brake pads backwards.

  This response from the business is untruthful and shows a refusal to even read the full complaint with attached documents. 

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

  Business response

  07/15/2024

  ******************************************* d/b/a YourMechanic (Wrench) has reviewed the rebuttal from *****************************. Neither of the attachments provided are service reports. At the top of each document, it states these are invoices.
  
  Wrench was not informed of the repairs needed to correct the issue until after they were completed. Per Wrenchs limited warranty terms, after receiving ******* Services, if you take your car to a person not scheduled and processed through the Wrench Platform to diagnose or repair a problem believed to be associated with such ******* Services, without giving Wrench the first opportunity to inspect and remedy the problem, the warranty will be void. Wrenchs limited warranty terms can be located at *******************************************.
  
  Wrench is declining to provide a refund at this time. If ***************************** can provide the service reports from *********, Wrench will reconsider the option for a refund. ***************************** can email the service report to ******************************************.
  
  Thank you,
  ******
  Wrench
  

*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. ↩