Complaints

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:12/04/2024

  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.

  Reported a problem with an installation of brakes installed under there warranty. After send a tech out to review the problem and couldn't find a problem. They charged us again for brakes installed under their warranty time frame. Now can't get a call back to resolve the problem.

  Business Response

  Date: 12/13/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ******* Correias complaint. Wrenchs limited warranty is valid for up to ****** miles and/or 12-months. A copy of Wrenchs warranty terms can be found at ********************************************. According to ******* **************** history, they have not scheduled any appointments within the last twelve months.
  
  Wrench has not charged ******* ******* for any recent services. If ******* ******* would like to schedule an appointment or has questions about past services, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11 30 2024 the Wrench mechanic install a starter on my 2008 Saturn Outlook but doing so the mechanic damaged the knock sensor resulting in a check engine light and failed to install a new exhaust gasket on the exhaust manifold after its removal to install the starter now the vehicle has an exhaust leak. Contacted Wrench. Com but no reply.

  Business Response

  Date: 12/13/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ****** W Washingtons complaint. Wrench was scheduled to diagnose why their vehicle wasnt starting. A technician from Wrench arrived at their vehicle on November 27, 2024 and completed the diagnosis. On November 30, 2024, a technician from Wrench performed the recommended repair. 
  
  Wrench was scheduled by Mr. ********** to perform another service to diagnose a warning light. Wrench returned to their vehicle on December 2, 2024 and completed the requested service. During the service, the technician noted the knock sensor would need to be replaced. 
  
  Wrench could not locate any documentation from ****** W ********** requesting a pre-warranty diagnosis. When scheduling the appointment online at **************************, Mr. ********** did not notate it was for a pre-warranty diagnostic.
  
  Wrench provides a ****** mile and/ or 12-month warranty on repairs. A copy of Wrenchs warranty terms can be found at ********************************************* Wrench will open a warranty claim for Mr. *********** A customer service representative will reach out to them with an update for their claim. Mr. ********** may also contact Wrench by phone at ************ or by email at ****************************************** with any questions.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:11/27/2024

  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.

  10/11/2024 ****** Service to my car.Lack of service and professionalism to my car repairs resulting in damage.The business has not tried to resolve the nature of my issue but instead continuously has given me the run around and lack of escalation or resolution in a timely manner resulting in loss of wages.

  Business Response

  Date: 12/06/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ******* ****** complaint. Wrench was scheduled to replace the water pump on their vehicle. Wrench arrived at ******* ****** vehicle on October 11, 2024 and completed the service as requested. ******* ***** did not schedule a diagnostic prior to the repair and also provided the parts for the service.
  
  Wrenchs limited warranty does not cover parts supplied by customers. A copy of *********************** warranty terms can be found at ********************************************. Additionally, Wrench has never performed a diagnostic on ******* ****** vehicle. Wrench is declining to provide a refund. If ******* ***** has any questions about their service, they may contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:11/18/2024

  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.

  Your Mechanic/Wrench sent a technician (******) to my house (******************************************) on September 15th, 2024 to do an oil change on my 2007 Mercedes E550. The Mechanic did not install the proper amount of oil into the car. He installed only 4 quarts of STP 5w-40 into my vehicle. A 2007 Mercedes E550 takes 8-9 quarts of Mobil1 0w-40 per the Mercedes Spec MB229.5. By not installing the correct amount of oil, the Wrench/Your Mechanic technician (******) ruined my engine. The car cannot be driven and I need it for my sales job. They sent a second ********* *******, out to verify the situation and damage on November 10th. ******* verified and confirmed that the other technician (******) did not install enough oil, that the oil has metal in it, and that the engine has significant damage due to this error. As of right now, November 18th, I have not had any responses to my calls or emails on my engine damage issue. The only way I was able to get ******* out to my house to look my car was by scheduling an appointment. I continue to call and email, but my communication to them has met with no response. I would like the BAR to help me get this resolved, please. Added info: The oil change was $203. The amount of miles put on the car from the time of the oil change to the time the damage was done was 1345 miles. The current mileage is *****. The car needs a new engine. There are pictures showing 1 gallon of new oil STP 5w-40 oil and about 8 quarts of used oil to confirm what was done.

  Business Response

  Date: 11/28/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ***** ****** complaint. ***** ****** warranty claim is being reviewed by Wrench. A team member from Wrench will reach out to ***** ***** with an update regarding their claim. If ***** ***** has any questions, they can contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:11/15/2024

  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.

  This correspondence is in regard to damage caused by wrench mechanic employee ******* ****** who caused electrical problem in my 2008 ****** Solara OCT 20 2024. Full documentation of him abruptly leaving after being at my location 10 minutes and leaving alternator and other electrical components disconnected was noted by customer support when I called. They said he wasnt answering his phone for several hours and never notified me or Wrench he was leaving the job. My neighbor observed him leaving abruptly when I stepped into my condo for a couple minutes. Wrench sent mechanic ****** to install water pump and tensioner. ****** could get no power and noted how components and alternator were disconnected and battery was still hooked up and left this way by ******* ****** when ****** arrived . ****** stated battery should always be disconnected before ever doing anything on a vehicle otherwise shorts can happen. ****** called **** (who is lead tech who all inquires go through) and relayed to him how ******* ****** had left the job abruptly with everything still disconnected and battery still connected when ****** arrived . **** was going to review everything and contact ******* ****** before proceeding.***OCT 29 2024 WRENCH SCHEDULED ****** to complete a free diagnostic. He recommended replacement of **** box ***NOV 4 2024 talked to **** he contacted resolutions **** and they said they were looking for a mechanic in house at wrench to complete this or they would find one outside wrench to complete the repair since it was a electrical problem expect response in ***** hours WAS NEVER CONTACTED ***NOV 8 2024 talked to JOY she got authorization from resolution **** to order the **** box. She told me there would be no charge to me and they would call to schedule a install time.NEVER GOT A RESPONSE THIS WEEK IVE CONTACTED SUPPORT THREE TIMES BY PHONE AND AM TOLD EACH TIME TO EXPECT A CALL FROM RESOLUTION **** WITHIN ***** HOURS. STILL NO RESPONSE

  Business Response

  Date: 11/25/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ***** Solbergs complaint. Wrench was scheduled to replace the water pump on ***** Solbergs vehicle. No diagnostic was scheduled prior to the repair to confirm the vehicles issue. Parts for the repair were provided by ***** *******. Wrench arrived on October 20, 2024 to complete the service, but the technician which arrived was unable to complete the repair. Wrench scheduled another technician for the following day. A different technician from Wrench arrived on October 21, 2024 and finished the repair.
  
  ***** ******* contacted Wrench on October 21, 2024 to schedule an appointment to replace the water pump tensioner. Wrench arrived on October 25, 2024 and completed the repair.
  
  Wrench was contacted again by ***** ******* to inspect their vehicle because it was not starting. Wrench arrived on October 29, 2024 and performed a diagnostic to confirm the reason why the vehicle would not start. Wrench confirmed the fusebox/ TIPM would need to be replaced. Replacing the fusebox is not covered by Wrenchs warranty since it is not related to a prior repair from Wrench. As a courtesy, Wrench did not charge ***** ******* for the diagnosis of their vehicle on October 29, 2024.
  
  Wrench cannot complete the repair to replace the fusebox due to Wrenchs limitations as a mobile mechanic. Wrench referred ***** ******* to a local shop to complete the repairs their vehicle needs. If ***** ******* has any questions about their past services, they can contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22564142
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 12/05/2024

   ***** ******* has reviewed Wrench *** response and wants to refer to my original complaint and fill in the parts wrench left out.

  **1) Wrench states they sent a mechanic ******* ****** who arrived on October 20, 2024 to complete the service, but the technician was unable to complete the repair.  The fact is the tech was here 10 minutes and disconnected various components. He left abruptly when I went into my condo for a couple minutes. My neighbor witnessed him quickly gather his items and leave as soon as I went indoors.

  I called customer support they tried for hours to reach him but he was not answering his phone. ******* ****** never contacted me he was leaving or wrench he was leaving.

  **2)Wrench scheduled a second tech ****** to complete the water pump install and then the water pump tensioner. After install ****** could not get the car started. He said there was a short and noted how things  were disconnected and left by the previous mechanic ******* ****** who abruptly left the job.  ****** noted when he arrived for the job the battery was still hooked up and components left disconnected by the previous mechanic ******* ******. He noted this is why the battery is always disconnected before starting a job.  He called his supervisor **** and told him how ******* had left things and left the job without notifying anyone. The supervisor was going to get all the facts and contact ******* ****** and make a determination

  **3)Wrench states they were contacted by me to get a diagnosis on this vehicle because it was not starting. This was not the case ****** relayed to his supervisor **** how he could not get the car started and how things were left by ******* ****** when he arrived for the job. ****** relayed to **** how ******* had left everything disconnected and the battery connected. **** was going to review and get back to me. I was called by wrench on Oct 29th for a free diagnostic, they sent ****** out and his  recommendation  was to replace the **** box.  

  **4)  Nov 4th Wrench resolutions department told me they were looking for a mechanic in house to complete this  repair or may have to look outside wrench for a mechanic who deals with electrical problems. 

  **5)Nov 8th  was told wrench parts department was ordering the **** box and there would be no charge to me. They would call to schedule a appointment to complete this repair

  From this point on when I contacted wrench I was told I would be contacted in ***** hours but I have not  received any call back or email response.  

  I have listed the main points but I have spoken with countless people from customer service with the promise of a response by email or phone within ***** hours at least seven times. Never once have I received a direct response just a response relayed from resolutions or parts **** back to me by customer service. I have been with this company for years when they were Your mechanic and later as Wrench. I have never seen such lack of regard for a customer EVER. 

   

  Business Response

  Date: 12/18/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ***** Solbergs rebuttal. A Wrench technician originally arrived at their vehicle on October 20, 2024 to complete the requested service. That technician was unable to perform the repair and left it incomplete. Another technician from Wrench arrived at ***** Solbergs vehicle on October 21, 2024 and completed the repair.
  
  Wrench has been corresponding with ***** ******* regarding their vehicle. Replacing the fuse box is not covered by Wrenchs warranty since it is not related to a prior repair from Wrench. A manager from Wrench will contact ***** ******* to discuss the resolution.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22564142
  
  I received wrench response saying they will have a manager contact me. I have been told this over and over again. Someone will contact you in ***** hours. They sent a tech to check out the electrical problem caused by their original mechanic. I have detailed this extensively in earlier post. Wrench told me they were going to replace the fuse box as per their techs diagnosis or contact a mechanic outside wrench to take care of it. Then they said they were ordering the part with no cost to me. It has been nearly two months now with no response by phone or email and countless promises made by wrench resolution department.  I have spent hours on the phone and from all the negative reviews I see I am not the only one. I just need a response if wrench is going to take care of this as they promised. 
  
  ***** *******

  Business Response

  Date: 01/15/2025

  Hello,
  
  Wrench has reviewed ***** Solbergs rebuttal. On October 29, 2024, a technician from Wrench inspected ***** Solbergs vehicle for a no start issue. During the inspection, the technician confirmed the fuse box would need to be replaced. As a courtesy, Wrench did not charge ***** ******* for the appointment.
  
  Wrenchs recommendation for repairs after the service on October 29, 2024 was to replace the fuse box. Replacing the fuse box is not covered by Wrenchs limited warranty since it is not related to a previous repair. A copy of Wrenchs warranty can be found at **************************************************;
  
  Wrench only offered to not charge ***** ******* for the diagnostics performed on October 29, 2024 and December 2, 2024. Wrench has no record of offering the fuse box repair under warranty and is declining to pay for the repair. Since the fuse box repair cant be completed by Wrench, its recommended ***** ******* take their vehicle to a different shop for the service. If ***** ******* has any questions about their vehicles prior services, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22564142
  
  I am rejecting this response because: As per my complaint that has been sent to wrench several times. I was in fact told they would take care of it or if unable would go outside to get it taken care of since its a electrical problem which was caused by their tech, who left the job. The response is par for the course with this company. At this point they have shown just as others have posted they will stall and then do nothing. They will create their own narrative of events. I would like my complaint posted on BBB for others to see what this company is about. They will not stand behind any harm they cause. I will post on other sites so others wont have to go through this same ordeal. I urge others who have unresolved complaints to send a copy to attorney general in your state. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/13/2024

  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.

  This is in regard to my 2013 GMC Acadia. I wanted to have my parking brake shoes replaced and the brake fluid flushed. The work was to be performed on 10/24. They didn't have the parts, so the date was pushed back to 10/25. On 10/25, the ********** working on my vehicle became injured and was picked up by the local fire department. At this point, my vehicle is not drivable. The passenger side rear brakes were not on the vehicle, and the vehicle was sitting on **** stands. Wrench customer service said that they wouldn't be able to work on my vehicle until 10/29. 10/29 arrived, and no one showed up. I contacted customer service. They said they could have someone out there on 10/31. Again, no one showed up. They finally got a ********** to show up on 11/3. My car had been sitting on **** stands for 10 days (which may have contributed to some of the issues). The second ********** completed the job. At least I thought it was completed. Later on in the week, I was about to leave for work and my car wouldn't move. It turned on, but it would not move. Something was preventing the vehicle from moving. This led me to believe that the parking brake shoes may have been over-tightened. I contacted customer service on 11/8, and they said they would have someone out there on 11/11. The ********** came and adjusted the brake shoes. I was finally able to move my car. Now there is a another issue. A noise that I had not heard before appeared to be coming from the rear wheel area of the vehicle. The ********** said it sounded like a hub issue. I don't know if this was caused by my vehicle sitting on the **** stands for so long or something else; however, I had not heard that sound (it is very noticeable) before any of this work was performed. Additionally, the ride feels more rough than it did before. The length of time it took to work on my vehicle is ridiculous. The quality of the work is suspect.

  Customer Answer

  Date: 11/16/2024

  Hello,

   

  The noise that my vehicle was making truly had me concerned. I took my vehicle to another shop to address the issue. This shop is located in **********, **. The name of the shop is The Wrench (not to be confused with **************************). I was told that the parts the technician from ************************** installed were not installed properly. To paraphrase, they described the work done as looking like it was done by someone who does not know what they are doing. The work they recommended to be done to correct the issues (caused by the improperly installed parts) was performed. Also, the technician from ************************** was supposed to flush the brake fluid. The technician from The Wrench said the fluid was dirty and looked like it has not been replaced in a long time. Before, I described their (**************************) work as suspect. Now I would describe it as poor. I have attached the invoice. 

   

  Thanks,

   

  *****

  Customer Answer

  Date: 11/22/2024

  Yes, you can upload the email. In my original complaint, I said that I wanted the work to be repaired. With the information from the shop that fixed the problems caused by **************************'s technician, I would now like a refund of the money originally paid ($481.32) that was charged to my credit card on 11/3 as well as the money I had to pay to address their mistakes. The work they did was poor resulting in damage to my vehicle, and in the case of the brake fluid, it wasn't even performed. People should not have to pay for incompetence and work that was not performed. Please let me know if you need anything else. 

   

  Thanks,

   

  *****

  Business Response

  Date: 11/30/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ***** Gardiss complaint. ***** ****** scheduled Wrench to replace the parking brake shoe and flush the brake fluid on their vehicle. Wrench arrived on November 3, 2024 and completed the service. ***** ****** later informed Wrench that the parking brake was installed too tight. Wrench returned on November 11, 2024 and adjusted the parking brake on ***** Gardiss vehicle. 
  
  Wrench is declining to refund the service performed on November 3, 2024. Wrench provides a ****** mile and/or 12-month warranty on repairs. A copy of Wrenchs warranty can be found at ********************************************. ***** ****** has voided Wrenchs warranty if work was performed at another shop. 
  
  As a courtesy, Wrench will provide a refund for the service performed on November 11, 2024. A refund for $163.80 will appear in ***** Gardiss account within 7 - 10 business days. If ***** ****** has any questions regarding the refund, they may contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22549614
  
  I am rejecting this response because: Why would I accept incompetence? Why would I reward incompetence? Their technician did not install the parts properly. This caused issues with my vehicle - issues that I had to pay another shop to address. The technician who installed the parts left my vehicle unable to move. They sent out the same technician to correct his own mistakes. While my vehicle was finally able to move, it was now making a noise that sounded like something was on ther verge of breaking. A noise that did not exist before their technician touched my vehicle. Why would I let them touch my vehicle (again) when the technician clearly does not know what he is doing. Rewarding incompetence only leads to more incompetence. For them to charge someone for work that was done with complete ineptitdue is unethical. Some of the work wasn't even done (the brake fluid flush). The charge on 11/11 was for warranty work. Warranty work that did not fix the problem created by their technician. Both charges should be refunded. They should also pay for the charges I incurred to get my vehicle fixed properly. If their technician wasn't lacking in ability/knowledge, I would not have had to take my vehicle to another shop. Those charges are a direct result of their technician's, and therfore their own, actions.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/12/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ***** Gardiss rebuttal. ***** ****** only requested the parking brake shoe to be replaced and a brake flush. Both services were completed on November 3, 2024. No diagnostic to confirm the cause of their concern was ordered. 
  
  Wrench inspected and adjusted the parking brake shoe on November 11, 2024. When inspecting the parking brake shoe, it was noted that the rear brake hubs were ***** and would need to be replaced. This information was provided in their service report.
  
  Wrench's warranty terms state if either the materials provided or the work performed in the Services has a defect within the Warranty Period, customers must contact ********************** so that Wrench can first diagnose or repair the problem before taking the vehicle to a person not scheduled and processed through the Wrench Platform. Doing so will void the warranty. Wrench's warranty terms can be found at **************************************************;
  
  Wrench has already processed a refund of $163.80 to ***** ****** for the appointment on November 11, 2024. Wrench is declining to provide any additional compensation. If ***** ****** has any questions about their service, they may contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22549614
  
  I am rejecting this response because: They are full of it. My vehicle made no strange noises prior to being touched by their technician. After their technician "worked" on my vehicle, a loud noise could easily be heard. It even affected the ride quality of my vehicle. Prior to the work done by their technician: no strange noises and a smooth ride. After being touched by their technician: a loud noise and rougher ride. I had a competent shop work on my vehicle to fix the issues caused by **************************. The hub was not replaced. The noise is now gone and the ride is smooth again. ************************** is an unethical business. The work done by their incompetent technician borders on malpractice. If they do not want customer complaints, they should hire technicians who actually know what they are doing. Responsibility for the shoddy work falls on the employer.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/09/2024

  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 October 05, 2024 Wrench sent a mobile mechanic to my home for a diagnostic service on my 2017 ****** Highlander would not start. They sent a mechanic name ***** and charged me $150 dollars. Mechanic ***** informed me that I needed an alternator and that he could do the work for $514 dollars because Wrench would charge me more and asked me not to notified Wrench. I am a 69 year old female and I live in a rural area that has no other transportation to get around i need my SUV to be running. ***** began working on my suv the next day which began October 07, 2024 and continued to work on it for four days I notified Wrench and they sent him back out on October 11 , 2014 because my suv was leaking fluid and still would not start without a jump. ***** then notified me that I needed a battery and a water pump and that he would bring a new battery . I had the truck towed to ************* in ********* SC for service. Findings : hard o start battery not charged. Alternator belt soaked with engine coolant. Belt was also installed improper causing poor alternator output. Found water pump bad. Improper belt installation caused belt to rub a hole in thermostat housing. Found numerous bolt missing or in the wrong place .Placed everything back to factory condition. Set tire pressures test cooling system for proper operation, and leaks. All good, test drove and checked again. AC not working when arrived.

  Business Response

  Date: 11/19/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ********************* complaint. Wrench was scheduled to diagnose a starting issue on ********************* vehicle. Wrench arrived on October 5, 2024 and completed the diagnostic. Wrenchs technician recommended replacing the starter. ****** ******* did not schedule any repairs with Wrench.
  
  Wrench was scheduled for a pre-warranty diagnostic on ********************* vehicle to diagnose the starting issue again and inspect a fluid leak. Wrench arrived on October 12, 2024 and completed the service. ****** ******* was provided recommendations for repairing their car after the service was completed. Although the appointment was scheduled as a pre-warranty diagnostic, the terms of Wrenchs limited warranty did not apply to it. Regardless, Wrench did not charge ****** ******* for the appointment. Wrenchs warranty terms can be viewed at **************************************************;
  
  Wrench is declining to provide a refund. Wrench did not complete any repairs on ********************* vehicle between October 5, 2024 and October 12, 2024. If ****** ******* worked directly with the technician to complete the repairs, they will need to return to the technician for assistance. Repairs not completed through Wrenchs platform are not covered by Wrenchs warranty. If ****** ******* has any additional questions, they may contact Wrench at ********************************************************************
  
  Thank you,
  Wrench
  

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely frustrated with the service from this company. We scheduled an appointment for Saturday to fix my daughter's O2 sensor, and we stayed home all day waiting. When I called an hour after the appointment window, I was informed that our mechanic was sick and couldnt make it. The next available appointment they offered was Monday 11/4/24 from 11:30-1:30, but we never heard from them again. My husband received a message at work stating they couldn't come and to call back to reschedule. I took off work (11/4/24) to be available, and now I'm stuck without a solution. I waited on hold for 22 minutes before being disconnected, and the overall communication has been terrible. I've already paid $130 for a diagnostic, even though I told them it was the O2 sensor. Now I'm worried about paying another diagnostic fee at a new shop, and I feel like I was just taken advantage of. They asked me to take off work again on 11/5/24 and they assured me that someone would come fix it. I asked if they were sure because I really wanted to go vote, but I didnt want to risk not being able around for the appointment. I waited ALL day and he texted 2:34 which was less than 30 minutes before the appointment window was to close to say that he couldnt make it due to car issues, but that he could come the next day. I cant afford to continue to call off of work to wait on them to possibly fix a car. I am now out of the $130 I paid for the diagnostic, I have used 16 hours of personal leave, and I wont be paid for the two days I missed. They have cost me more money than it would have taken me to simply take it to the **** dealership to get fixed. The customer service agent I spoke with yesterday was very rude. He was unconcerned with the issue. Congrats Wrench, you took money from me and cost me 16 hours of leave that could have been used to care for my elderly mother

  Business Response

  Date: 11/16/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ****** Browns complaint. Wrench was unable to locate an account or the appointment ****** ***** is referring to. If ****** ***** can provide more information about their appointment, Wrench would be happy to review it further. Information such as the email address or phone number provided when creating the account can be used to locate their account. ****** ***** can forward the information to ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 11/20/2024

  Hi, the service was booked under my husband's name. **** *****

  Business Response

  Date: 11/30/2024

  Hello, 
  
  Wrench, Inc. (Wrench) has reviewed ****** Browns complaint. Wrench was scheduled to replace the O2 sensor on ****** Browns vehicle. ****** Browns appointment was rescheduled several times due to technician availability.
  
  Wrench does not control the availability of the technicians. When agreeing to use Wrench, customers acknowledge that technicians may be unavailable from time to time for personal reasons. This can be found in Wrenchs terms and conditions at ***********************************************;
  
  A discount for the services ****** ***** ordered was provided for the inconvenience. Wrench would be happy to help ****** ***** complete the repair. Wrench will reach out to ****** ***** to discuss their repair options. ****** ***** may also contact Wrench at ****************************************** to schedule an appointment. 
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22520617
  
  I am rejecting this response because: I have reached out multiple times to speak to a supervisor or manager and I have never gotten a call back. I am repeatedly told that someone will call me back in 48 and I have never gotten a call back. This was a major inconvenience and cost me money to repeatedly take time off of work. I lost money! I would like a partial refund on the diagnostic that I paid for. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/13/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ****** Browns rebuttal. Wrench understands how inconvenient having an appointment rescheduled can be. As a courtesy, Wrench has refunded the diagnostic fee of $130.00. The refund will appear in their account within 7 - 10 business days. If ****** ***** would like to schedule the recommended repairs, they may contact Wrench by phone at ************ or by email at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/14/2024

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

• Initial Complaint

  Date:10/31/2024

  Type:Product 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 booked a service with **** Through Your mechanic for an alternator replacement and serpentine/drive belt replacement on Tuesday, April 9th, 2024. Unfortunately, the serpentine belt was not installed correctly, resulting in damage to the automatic belt tensioner and seized pulleys.I have repeatedly called to request a refund for this faulty service but have not received any help as well as emailed . They have a 12 Month Warranty they are refusing to follow although the warranty policy says; 1) retain a mechanic without charge to you to correct the defect including, if necessary, replacing any defective part(s) used in the Services, or (2) refund to you the full amount you paid for the Services. (Please note that we will refund only what you actually paid for the Service. Any promotion or discount used to reduce the amount paid for a Service will not be included in a refund provided under this Limited Warranty.) and they have not followed through.

  Business Response

  Date: 11/09/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ****** Knoxs complaint. Wrench was scheduled to diagnose a starting issue on ****** Knoxs vehicle on April 5, 2024. On April 9, 2024, Wrench replaced the alternator and serpentine belt on their vehicle per Wrench recommendations. Wrench provides a 12-month and/or ****** mile limited warranty on repairs. A copy of Wrenchs warranty terms can be found at ********************************************.
  
  Wrench spoke to ***** **** regarding their service and its warranty status on October 16, 18, and 24. Wrench offered to schedule a warranty appointment to confirm the cause of the issue, but ***** **** turned down the appointment.
  
  Wrench is declining to provide a refund. No inspection of the vehicle has been performed by Wrench since the repair on April 9, 2024. Wrench will need to inspect the vehicle and confirm the issue before providing any warranty options. If ***** **** would like to schedule a pre-warranty diagnostic to confirm the vehicles issue, they may contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 11/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will take the further steps to see if they will resolve this issue.

  
  Sincerely,

   ****
  

• Initial Complaint

  Date:10/29/2024

  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.

  Our 2005 ***** was leaking power steering fluid. Got onto Wrench's website to make an appointment. It looked like the appointment was made. By the time of the appointment no mechanic showed up. I then called them to hear that my appointment was not set and they could not get ahold of me. So we made another appointment on the phone. The mechanic did not show again. I called to see why. He had family issues. That's fine, but Wrench did not try calling me when I did give them my number. After the third attempt at an appointment the person did show up. He did a diagnosis to see what was leaking. He said it was the Power Steering Pump. We told them to change it. Next appointment it was changed. Still was seeing a leak. Under warranty they can back out to look. I was informed the He could not tell me anything he found. I think that is very wrong. When the mechanic was leaving he said that I would get a call that day Sep. 30, 2024. Never did get a call. I sent many emails with no answer. Would call and get hung up on waiting for a person. Oct. 29, 2024 they finally said that it is not warranty and we would need to pay the full amount. My Husband is disabled and has not been able to go anywhere. Wrench did not want to even give a discount for waiting for an answer or for the inconvenience to my disabled husband. I feel that they should fix the truck with no payment. This is no way to treat a customer by not standing by there own mechanics.

  Business Response

  Date: 11/08/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed the complaint from ****** *******. Wrench was scheduled to diagnose a power steering fluid leak. Wrench was originally scheduled to arrive on September 11, 2024 to complete the service, but the technician would not be able to arrive as scheduled and requested to reschedule it. Wrench tried calling ****** ******* on September 10, 2024 to reschedule their appointment, but was only able to leave a voicemail. When Wrench spoke with ****** ******* on September 11, 2024, Wrench was able to reschedule their appointment to September 12, 2024. Wrench arrived on September 12, 2024 and completed the service as requested.
  
  Wrench returned on September 17, 2024 to complete the recommended repairs. Wrench completed the service as scheduled.  On September 23, 2024, ****** ******* informed Wrench that the power steering leak was still present on their vehicle. Wrench offered to schedule a pre-warranty diagnostic to determine why the power steering fluid was leaking. An appointment was scheduled for September 30, 2024 to inspect the vehicle. Wrench arrived as scheduled and completed the vehicles inspection. After inspecting the vehicle, Wrenchs technician noted that the power steering fluid leak was coming from the vehicles steering gear box. 
  
  Wrench offered to replace the vehicles steering gear box, but since the part was not a part of the original repair, it was not covered by Wrenchs warranty. Some vehicle issues may require more than one service to repair it. Replacing the steering gear box would be the next step to repairing the power steering fluid leak on ****** Erhardts vehicle. As a courtesy, Wrench is not charging ****** ******* for the pre-warranty inspection completed on September 30, 2024. Wrench can install the steering gear box if its still needed. A quote for replacing the steering gear box has been provided for their vehicle and a discount has been applied to it. If ****** ******* has questions about scheduling the appointment, they can contact Wrench at ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 11/10/2024

  When we called. We said we have a leak in our truck. We did not say where. YOUR mechanic is the one that said it was the pump. The issue was Not fixed since the truck was still leaking. He came back out to look and then said the gear box was leaking. Our issue of a leak was not fixed at all. Then you wanted us to pay more for more work. We feel that the leak is not fix is what you should replace the gear box as the warranty. Then you took to long to even go against what should have been part of the repair/warranty. The leak was still happening. In the mean time my husband could not go anywhere. To his appointments or his daughter who has cancer. We had to go to someone else to get the gear box and high pressure lines replaced. You still had a wrong diagnosis. The shop told use that the pump is weak and needs to be replaced again. Instead of making an appointment to replace it. You want to know what the shop did. As usual you make things so difficult then it needs to be. Just want a stronger pump. That is all. Not saying or asking for anything wrong. Now we have to wait more time to give you the information. I think that you will come up with some reason to not ***** Your warranty. I really hope that I am wrong. Just replace the Steering pump.

  Business Response

  Date: 12/07/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed the rebuttal from ****** *******. When scheduling a diagnostic service with a Wrench technician, they will first seek to diagnose the problem. In performing a diagnosis, they may go through a step-by-step process to rule out or confirm part failures through visual inspection and/or appropriate tests. Although Wrench technicians use their experience in performing diagnoses, Wrench cannot guarantee that any particular diagnosis will identify all of the problems on a car (and/or solutions) during the first inspection. Sometimes, the only way to get to the root cause of a problem is to go through a process of elimination that is, to replace a part suspected to be defective and then see whether the problem still exists. This is explained in Wrenchs terms and conditions found at *****************************************.
  
  Wrench would be glad to speak with ****** ******* about replacing the power steering pump on their vehicle and their warranty options. They may begin the process by contacting Wrench by phone at ************ or email at ******************************************* A representative from Wrench will also reach out to ****** ******* to offer assistance.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22490398
  
  I am rejecting this response because: you have not called to schedule a time to replace the pump. We have been the ones to reach out to you just to be told to wait 24 to 48 hours for a call that never happens. You have gotten the repair request from Honest One. This should not be taking months to resolve . As for your diagnosis process. Most people do not have the funds to guess a repair. I am so upset that this is still an issue. So just replace the pump for a good one so thay we can finely put this behind us and be done.

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

  Business Response

  Date: 12/18/2024

  Hello,
  
  Wrench, Inc. (Wrench) has reviewed ****** Erhardts rebuttal. Wrench received an email recommending replacement of the power steering pump, but no service report was included in the email. A customer service representative from ********************** will reach out to ****** ******* to discuss their warranty options. ****** ******* may contact Wrench with any questions by calling ************ or by emailing ********************************************************************.
  
  Thank you,
  Wrench
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22490398
  
  I am rejecting this response because, you have been sent the paperwork for that was done on the truck. It would have come from ********************* We still never get a call from Wrench to even update on this claim. It is so ridiculous that this has been going since September. You need to call ********** and leave a detail message on when the appointment is set.
  
  Sincerely,
  
  ****** *******