Wrench/YourMechanic

Didn't complete the work, but still got charged

Absolute nightmare of a service. My mechanic was multiple hours late. I paid for a diagnosis, but they didn't fully diagnose the issue. What am I paying for if they aren't going to diagnose the issue? The mechanic did note some issues and said they would be sending me a report and quote shortly. I could book the service and he would come back in a few days to do it. I never received a quote, as Wrench stated that they did not offer the service needed to fix the vehicle. I asked to talk to the mechanic, as he was perfectly willing to do it, but they wouldn't give me his information. After I complained, they blocked my access to the diagnostic report too. This all took months to go through, as Wrench customer service simply does not respond. They wasted so much of my time and refused to refund the money, despite not providing me with the service I paid for.

Installed Bad Alternator in Honda Odyssey

I recently had my Honda Odyssey serviced by Eliud Hernandez on June 15, 2024. Eliud replaced the alternator and cleaned the car brakes. While the brake service was satisfactory, I have encountered a critical issue with the new alternator (Bad Alternator). It is not charging the car battery properly, despite installing a brand new battery. This malfunction caused my vehicle to stall unexpectedly in the middle of the road shortly after the alternator was replaced. This is highly concerning, especially since I have important travel plans scheduled for same week that require my vehicle to be fully operational. I have attempted to contact Eliud and the support team multiple times, but have not received their response. This lack of support from Eluid is disappointing and has left me in a difficult situation. I would NOT recommend Eluid Hernandez for any car service.

They scheduled me 4 times and never…

They scheduled me 4 times and never showed up. They kept my money and never returned it after the initial visit when they broke my car. It was running when they came, but not after they left. They lie and steal.

On time and quickly repaired thank you

I had my CV Axle replaced Aug 10

I had my CV Axle replaced Aug 10, 2024. In the process the tech broke one of the studs on the wheel. He had to bend it by pounding it with a hammer, then cutting it until he could break it off. I am not comfortable driving with a stud and lug nut missing!! The tech told me he would inform the company and they would contact me to repair it. No one has ever contacted me. They NEVER answer the customer service line EVER! They have a recorded message saying leave your name, email, phone number and detailed information for faster response! They never call back. The hi@yourmechanic email also NEVER RESPONDS. The only way I have even talked to anyone is to call as if I was requesting a new project. Those reps are very nice and try to help, saying they have escalated the case and requested the proper dept call me back. After 3 escalations, NO ONE has called back. I tried again this morning and the rep tried to call the dept responsible and he said unfortunately, there is no one available at this time, meaning...no one is answering the calls, and says all he can do is escalate the call again!! YourMechanic is more like YourMistake!!

Run!

I had a terrible experience with YourMechanic.com / Wrench. In April 2024, I scheduled a battery replacement service, and not only did the technician fail to properly reattach the fender cover that protects the battery, but it also went missing after the service. I immediately reached out to their customer service by phone and email, but despite multiple attempts, I received no response. On May 6, 2024, I sent an email following up on the fender issue, but that email went unanswered. Today, an agent falsely claimed that I had received a voicemail from the company on May 6 regarding the fender repair, which is not true. This misleading statement only adds to my frustration and dissatisfaction with their service. Two days ago, I contacted them again because the brand-new battery they installed has already failed. My car had to be towed to a repair shop, where I had to purchase a new battery and pay for labor again. YourMechanic.com / Wrench advertises a 12-month/12,000-mile warranty on parts and labor, but they have refused to honor it because my car is now at a shop. During this initial call, I was told their warranty department would call me back within two days with a resolution, but instead, they refused to inspect it at the shop where it is currently located. They suggested that I pay an additional $150 to have the car towed back home so their mechanic could inspect it, which would bring my total towing fees to $300. If they find nothing wrong with the car, I would have to pay another $150 for the inspection. This is completely unacceptable. I finally heard back from their warranty department escalation, and they offered no new resolution other than what was previously suggested. They even refused to cover the towing cost if it turns out the battery they installed was defective. When I asked if they would at least cover the tow if the battery was indeed faulty, they refused. I explained that the cost for them to fix it is higher than just getting a new battery, but the representative stated there was nothing more they could do. I informed them that I would be contacting consumer protection agencies and my bank to file a dispute. I requested all records of my communication with YourMechanic.com / Wrench, but the agent ended the call abruptly, and I still haven't received those records. This company has been nothing but frustrating to deal with, and I cannot recommend their services to anyone. I will be proceeding with getting my car fixed by another company because I cannot afford to be without it any longer. I expect a full refund for breach of contract as well as the cost of parts and labor for another company to perform the fender repair. YourMechanic.com / Wrench has been unresponsive, uncooperative, and has shown a complete disregard for customer service and warranty obligations. Avoid this company at all costs.

Mechanic Misdiagnosis & Negligent Customer Support

💰 We often think business "success" is cash flow. However, that is short term. I think what really defines success is how a business handles things that go wrong. When a business shines in customer service, they reap the rewards of free word of mouth promotion. I know from experience in marketing that 50%+ of peer to peer recommendations can result in customer action. When they fail, that opportunity dissolves and even works against future earnings potential. Wrench, Inc. YourMechanic (Acquired) you have failed. For years, I have regularly told my friends to hire you. I have never had a bad experience, until now. Last week, my car broke down. On Wednesday the ABS light came on and the engine was making some grinding noises. Eeep! I had to get it towed home. When I got home at 2am I booked a diagnostic. Your own customer service staff agree that the intent of a diagnostic is to diagnose what is wrong with the vehicle. The outcome is a report on the health of the car. It is a continued business driver for Wrench because it recommends further services. Wrench team, I want to give you my money! Please tell me how to spend it so I can get back on the road. The mechanic did not do their job. They only recommended that I needed coolant, which we put in the vehicle and then he said that it is no longer making the grinding noises. When I turned the vehicle on the next day and tried to take it to Jiffy Lube as a double check... it was still making grinding noises. I walked to an automotive store and bought more coolant. Still making noises. I know from a previous diagnostic that this mechanic should have recommended break pad replacement. Your customer service team sees this in their records. This mechanic should have also recommended the brake light replacement service. I did this on my own after going to the automotive store. Since there are further issues that the mechanic did not identify, I Googled and educated myself for how to get the vehicle into engineering test mode. This identified that the vehicle is in need of an oil change and the emission system light is on. These are things that should have been in the diagnostic report. Last Saturday I contacted your customer service team to inform them of the misdiagnosis. They agreed that the items outlined should have been in the report and the mechanic should have recommended further services. I requested that your team redo the diagnostic. I will pay for a second opinion! If there are further issues discovered, the previous $160 cost becomes credit on my account. This should not be a big deal for your team to execute. And it is a small dollar request that lets you keep the cash and get MORE cash for additional services that the mechanic should recommend. Why is this taking almost a week now to solve with me calling every day and your service team continuing to tell me you'll get back to me in 24hrs? I had to say something about it. Love your company but this is just inexcusable!

Unreliable/Not trustworthy/ Badly ran business

Hire them to do (2) jobs and pay $200. Mechanic shows up and realizes he doesn't have the parts needed and leaves to come back another day, without calling me first. I immediately call "customer service" to let them know he could have just done the one job and forget the other. I ask for a refund and they say they cannot because he already left. They offer a "credit" that I can use for future use. I accept (I shouldn't have - you'll see why). That was almost a year ago and the credit expires after 1 year. I have called, emailed, etc...and its OBVIOUS they have no interest in honoring their "credit". Honestly I have no interest in doing business with this company - although it cost me $200 to learn that lesson. I even reached out to corporate for help....crickets. Don't see how they can remain operational with such horrible customer service. Consider yourself warned.

DO NOT HIRE THIS COMPANY!!

SENT A GUY, WHO OBVIOUSLY DIDNT KNOW ANYTHING ABOUT BMW'S!! ACTUALLY BROKE MY TRUNK CONVERTIBLE COVER, IN THE TRUNK, AND REPLACED THE BATTERY AND STILL COULDN'T FIGURE OUT WHAT WAS WRONG! JUST GOT OF THE PHONE AND THEY ARE WANTING TO CHARGE ANOTHER $150.00 TO COME OUT, WVEN THOUGH ITS A WARRANTY JOB!!!! DO NOT USE THIS COMPANY!!!!!!

bait & switch

This company practices bait & switch. You agree to the quote and they debit your account for more than you agreed without ever notifying you and before work has even been started. Total scam. Be careful. Quoted $209 total for service, parts and tax, yet debited $268. They will charge you $150 if you cancel.

Response

When I tried to contact to say that the problem kept occuring, I got no response.

Unreliable and Untimely Warranty Support

We booked service through Wrench/YourMechanic for their competitive pricing and ability to have a mechanic do the work at your home. We had our front brakes replaced on our 2019 Mazda Cx-5 and the mechanic did great on the job but I believe because the brake pads were not OEM, the brakes are starting to squeak at every brake and every turn of the wheel which is abnormal for newly replaced brakes. With Wrench/YourMechanic's warranty of 1-year or 10,000 miles. We thought we'd be able to get ahold of their warranty department to come to a resolution... but it's been one week since we've emailed and left a voicemail and still no communication from them. I'd highly recommend the work but I cannot recommend Wrench/YourMechanic should the work go wrong.

i would not give them a star maybe minus 5 stars

i would not give them a star. YourMechanic.com is a scam outfit to avoid at all cost. i called them back in January and was happy with the service of replacing my alternator. A week ago the alternator they installed failed and so i called them to replace it, not even remembering how long ago it was installed. i was willing then to pay the $327 quote, but they said it's still under warranty so it will be free. i said cool, i just need it by Monday. They made an appointment for the mechanic to come on Sunday morning. He arrived on time and assessed that, indeed the alternator had failed. But then he said he didn't have one and it would go to the Warranty Department who would call me and set up another appointment for him to come install a new one. i thought he meant later that day. As of today, a week since I made the appointment i have received no calls from the Warranty Department. i've called at least 20 times, talked to customer service who only can refer me to the Warranty Department and to wait for their call. i've left messages directly with the Warranty Department who never answer the phone and despite leaving the requested detailed message 3 times, the don't return calls either. If you need your car for work, like I do, DO NOT CALL YOURMECHANIC.COM!!! They don't care how long your car sits, they won't call you back.

Absolutely Horrible

Absolutely horrible. If you have an issue with your service you cannot get in contact with anyone to resolve it. I made an appointment to have my alternator belt replaced in my driveway. During the replacement, the mechanic noted that I would also need spark plugs and ignition coils. He showed me his phone, (which I have pictures of in case something like this happened..), and the cost of coils was $158, cost of spark plugs was $100. So essentially $258 for all minus labor. I get my final invoice from them, and because they already had my card they charged it. I was charged $400 for spark plugs and $630 for coils!! So almost $800 overcharge! I spoke with the mechanic, who agreed with me. Unfortunately, he couldn't do anything but "let his manager know to call me". He was at least very nice and let me take pictures of his work phone, showing me the AutoZone invoice and what he paid for the parts, which was what he had quoted me. His manager never called me back. I called YourMechanic, and after waiting forever finally spoke with someone. They told me a "manager" would call be back as they can't make the adjustment. The manager never called and after 5 or 6 phone calls over the course of two months, following up with them by email, etc, I have yet to resolve this issue. On top of that, the new belt the and tensioner that I didn't get overcharged for broke three times and fell off once, which the mechanic fixed under warranty but the whole process was someone working on my car in my driveway for 5 days. One of the worst business experiences I have ever had. I wish I could upload photos to prove my case through the photos of the mechanics phone/invoices. Zero Stars! Do not trust them!

Unbelievable high price Quote.

I had a good response years ago in 2018, so I got online for an electrical issue on my Lexus SUV. No response for over a week or two. So I submitted the request for a quote again. it said similar charge at a dealership is about $200+, but Your mechanic quote is $435.00. I threw my exact quotes and dates away. I got the matter resolved for about $25 at a trusted shop nearby. You think I'd take a chance again?

Poor customer service

Poor customer service. During a warranty service inspection the mechanic indicated that the parts previously installed, a week before, were defective and the car is still undrivable. The company has not been able to return my multiple voice messages and several emails for weeks. I am towing the car to the nearest dealer to repair. Seeking legal advise to recover the additional expenses.

Professional service

The mechanic Brian was very courteous knowledgeable and answered any questions that I had did a very good job was on time

This company is terrible

This company is terrible . After waiting around for my appointment I called to find out they don’t have the parts . No email , no text no call no nothing to tell me this . 2 employees refused to let me speak with a supervisor and both hung up on me .called a local shop that’s doing the work for $350 cheaper . They his place is a scam and waist of time .

Great experience.

Mechanic unable to complete contracted…

Mechanic unable to complete contracted work, new damaged parts during his work required multiple returns to fix all the problems. Still unable to make car safe to drive. Had to take it to the dealership to correct his mistakes and make car road worthy, incurring additional expenses