WrenchReviews of wrench.com

💰 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!

Called to get a diagnostic but was told they could not do it because I had done work on my mother's vehicle I have never heard this form a paid professional company before i got it running good anyway whuld not recommend this company they hung up on me too

Paid $1300 when I was quoted $1200 for a new a/c compressor installed. Never installed the air dryer promise to come back and never did. Terrible customer service support line.

If I could give zero stars I would. Scheduled an appointment to come do a diagnostic test as believed I had a fuel pump issue and an oil and filter change. All was well until the day of the appointment. I was scheduled 7:30a-9:30a, I get a call about 9:15 to tell me the mechanic had a family issue and would need to reschedule. Though annoyed I understand things happen so I rescheduled for the following day in the afternoon at 2:30. About 2:25 I get call saying the appointment would again need to be rescheduled. I initially rescheduled again until I began to think about how this is becoming a trend. I called back to cancel and finally got confirmation. I feel like I was held hostage for two days because I’m without a vehicle and an unreliable company to assist with my car needs.

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 12,000 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. UPDATE: After 2 months of trying to reach out to their customer service and dealing with the BBB. I got a pre-warranty diagnostics appointment scheduled on the exact one year mark of my brake pads being replaced. I had to place a $150 pre-authorization on my card for a mechanic to come out and if they deemed the part defective was covered under warranty, they would refund me the $150 pre-authorization. The mechanic that came out determined that because the previous Wrench mechanic didn't do the job correctly (replaced the brake pads without replacing the brake rotors) that was the reason for the brake squeak so they deemed it not covered under warranty due to them only working on the brake pads. So after hundreds of dollars invested in Wrench's services, I have defective brakes that could've been prevented if the original Wrench mechanic would've informed me to do the job the correct way. I highly would not recommend Wrench's services.

I am getting the runaround on a warranty claim they said they submitted on 8/11. Technician came out on 8/10 for diagnostic. He says brake sensors are needed to fix the issue. Wrench says they submitted claim to warranty company on 8/11. I’ve called warranty company multiple times and they have no record of claim from Wrench. I’ve called Wrench everyday since 8/12 and I’ve been lied to and have gotten nothing but conflicting information. I was first told the claim was emailed to warranty company on 8/11, then I’m told they will escalate for status. Now today 8/14 the rep says he can’t see if the claim was submitted or not and he needs to escalate to their “warranty” department again. I ask for a manager and I have now been on hold for over 30 minutes and the rep has not checked in with me once. I am so frustrated right now. They have $150 of my money on hold and as soon as it clears I am disputing with my bank. This is totally unacceptable. If I could give 0 Stars I would.

The ABSOLUTE WORST COMPANY I’ve ever dealt with in my life; like every other complaint I could not agree more they are total scammers and absolutely worthless. Lie to you constantly about showing up and say they’re at your place when they’re not and take your money without a minute of service. Cannot believe they’re actually in business; HORRIBLE PEOPLE

No showed. Took me two hours on the phone to get the appointment scheduled. Mainly because they wanted me to pay $150 for diagnostic first, when I knew what the problem was and just wanted it fixed. Yes I’m a woman but I know a broken belt when I see one. Then they no showed after texting saying they were on the way. Zero stars will tell everyone never to use