YourMechanic review: Cancellation fee

I booked a mechanic to come out and fix my alternator for the next day. i went ahead and opted to pay in full in order to get a $40 dollar discount so that brought my total to 281. In order to get the discount I was agreeing that I would keep the appt and if I didn't that I would have to pay a late fee and that 40 discount. So the next day a couple of hours before my appt I found out my alternator was good and didn't need to be changed. I called yourmechanic to cancel the appt and was told I would need to pay a 150 late cancellation fee, the 40 and the remaining amount would be credit back to my cc. The 150 and 40 were being applied as a credit to use at a later time. Today, day after the initial appt, I look and was charged 431.00 and when I call I am told that I canceled the appt and like I stated earlier the cancellation fee and 40 I was aware of having to be paid but where is the credit for the remaining balance? They now tell me that they are not refunding anything and say that the initial 281, late fee 150 and 40 discount is a credit on the account for me to use at a later time for services. what in the world? If that was the case I may as well have had the mechaing come out to the care and do nothing and leave. That would have cost me 281 and not 431. This makes no sense. They said they are escalating the call to another dept and they would reach out by email in a couple of days. Really unethical and mis leading to people. Each time you call they tell you what you want to hear but in reality they never were planning on returning any of your money. Buyer Beware. !

After a few hours and speaking to 3 different individuals at the yourmechanic office I received the following email and below that is my response. At this time I continue to wait for them to respond. Side note when calling customer service, most people I spoke to, all of one person, were very rude and unprofessional. Noone seemed to know what was going on and you could tell that they are clueless. They will place you on hold 3 or 4 times and still not help you or offer any kind of relief.

A day later I received the following email:

Hi Robert,

You have a new message about your 2016 Jeep Compass L4-2.0L (order #5988262):

Hello Robert, Thank you for choosing YourMechanic. As agreed when you opted into the locked-in booking promotion, credit has been applied to your account in lieu of receiving a refund to your original payment method. You now have $431.00 in YM Cash available on your account which expires in 12 months. Below is an excerpt of our terms and conditions for the locked-in booking promotion. -If the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $150.00 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurred Full terms of service can be found at the following link: https://www.yourmechanic.com/terms-and-condition Questions? Check out our FAQs, call us between 6AM-5PM PST Mon-Fri and 7AM-4PM PST Sat-Sun PST at [protected], or reply to this email. Best Regards, YourMechanic Team

And here is my response:

Hello,

I didn’t agree to have the amount charge of 281 to be refunded as a credit to be used for a future need, that was not the agreement. The agreement states that

If the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $150.00 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurredSo I was charged a 150.00 cancellation fee and the total charged (being the 150 late fee and 40 discounted amount will be credited back as YM cash. It doesn’t say anything about the 281 which I already paid the day prior being refunded as YM credit. That was not a charge that was already paid and the only charge at that point is the 150 late fee.

In the contract it doesn’t say anything about if the appt is cancelled less than 48 hours from the appt time but again it also reads that the discount and late fees are charges. Nowhere does it say anything about it being refunded as YM though. All I’m asking is that my money be refunded, please.

Locked-In Booking Discount - YourMechanic ONLY

If the customer elects the following locked-in booking discount upon booking their appointment, the customer will be subject to the following terms and conditions:

If the customer chooses to reschedule or cancel their appointment 48 hours or more in advance of their appointment start time, the locked-in booking discount will be invalidated and the discount amount will be charged to the customer immediately.

If the customer chooses to reschedule their appointment within 48 hours prior to their appointment start time, the locked-in booking discount will be invalidated and the discount amount plus the rescheduling fee will be charged to the customer immediately.

Any subsequent rescheduling of the ap pointment by the customer that is within 48 hours of the appointment start time will result in a rescheduling fee of $25 charged immediately to the customer.

If the customer chooses to cancel their appointment within 48 hours prior to their appointment start time, the locked-in booking discount will be invalidated and the discount amount plus the Cancellation Fee will be charged to the customer immediately.

I booked my appt at approx 1pm on 11/09 to take place on 11/10 at 315 pm, 14 hours so which of the above term applies to me ? I dont see anything that states less than 48 hours and therefore I should have to pay that either.

I have not heard from anyone from Your Mechanic since they sent me the above email. When I call I get placed on hold and transferred or the person on the other end is rude and hangs up. When I cancelled my appt, I called in and spoke to a gentleman who assured me that I was getting back my money to my credit card, he said I will get a refund issued to my original payment of 281 - the 150 late fee and 40 promo discount rated and that the 150 and 40 were going to be applied to yourmechanic cash/credit to be used at a later time.

I booked a mechanic to come out and fix my alternator for the next day. i went ahead and opted to pay in full in order to get a $40 dollar discount so that brought my total to 281. In order to get the discount I was agreeing that I would keep the appt and if I didn't that I would have to pay a late fee and that 40 discount. So the next day a couple of hours before my appt I found out my alternator was good and didn't need to be changed. I called yourmechanic to cancel the appt and was told I would need to pay a 150 late cancellation fee, the 40 and the remaining amount would be credit back to my cc. The 150 and 40 were being applied as a credit to use at a later time. Today, day after the initial appt, I look and was charged 431.00 and when I call I am told that I canceled the appt and like I stated earlier the cancellation fee and 40 I was aware of having to be paid but where is the credit for the remaining balance? They now tell me that they are not refunding anything and say that the initial 281, late fee 150 and 40 discount is a credit on the account for me to use at a later time for services. what in the world? If that was the case I may as well have had the mechaing come out to the care and do nothing and leave. That would have cost me 281 and not 431. This makes no sense. They said they are escalating the call to another dept and they would reach out by email in a couple of days. Really unethical and mis leading to people. Each time you call they tell you what you want to hear but in reality they never were planning on returning any of your money. Buyer Beware. !

After a few hours and speaking to 3 different individuals at the yourmechanic office I received the following email and below that is my response. At this time I continue to wait for them to respond. Side note when calling customer service, most people I spoke to, all of one person, were very rude and unprofessional. Noone seemed to know what was going on and you could tell that they are clueless. They will place you on hold 3 or 4 times and still not help you or offer any kind of relief.

A day later I received the following email:

Hi Robert,

You have a new message about your 2016 Jeep Compass L4-2.0L (order #5988262):

Hello Robert, Thank you for choosing YourMechanic. As agreed when you opted into the locked-in booking promotion, credit has been applied to your account in lieu of receiving a refund to your original payment method. You now have $431.00 in YM Cash available on your account which expires in 12 months. Below is an excerpt of our terms and conditions for the locked-in booking promotion. -If the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $150.00 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurred Full terms of service can be found at the following link: https://www.yourmechanic.com/terms-and-condition Questions? Check out our FAQs, call us between 6AM-5PM PST Mon-Fri and 7AM-4PM PST Sat-Sun PST at [protected], or reply to this email. Best Regards, YourMechanic Team

And here is my response:

Hello,

I didn’t agree to have the amount charge of 281 to be refunded as a credit to be used for a future need, that was not the agreement. The agreement states that

If the customer cancels an appointment that has been elected for the locked-in discount pricing, the customer will be charged a $150.00 cancellation fee and the total charged to the customer will be credited back as YM Cash excluding any fees that the customer has incurredSo I was charged a 150.00 cancellation fee and the total charged (being the 150 late fee and 40 discounted amount will be credited back as YM cash. It doesn’t say anything about the 281 which I already paid the day prior being refunded as YM credit. That was not a charge that was already paid and the only charge at that point is the 150 late fee.

In the contract it doesn’t say anything about if the appt is cancelled less than 48 hours from the appt time but again it also reads that the discount and late fees are charges. Nowhere does it say anything about it being refunded as YM though. All I’m asking is that my money be refunded, please.

Locked-In Booking Discount - YourMechanic ONLY

If the customer elects the following locked-in booking discount upon booking their appointment, the customer will be subject to the following terms and conditions:

If the customer chooses to reschedule or cancel their appointment 48 hours or more in advance of their appointment start time, the locked-in booking discount will be invalidated and the discount amount will be charged to the customer immediately.

If the customer chooses to reschedule their appointment within 48 hours prior to their appointment start time, the locked-in booking discount will be invalidated and the discount amount plus the rescheduling fee will be charged to the customer immediately.

Any subsequent rescheduling of the ap pointment by the customer that is within 48 hours of the appointment start time will result in a rescheduling fee of $25 charged immediately to the customer.

If the customer chooses to cancel their appointment within 48 hours prior to their appointment start time, the locked-in booking discount will be invalidated and the discount amount plus the Cancellation Fee will be charged to the customer immediately.

I booked my appt at approx 1pm on 11/09 to take place on 11/10 at 315 pm, 14 hours so which of the above term applies to me ? I dont see anything that states less than 48 hours and therefore I should have to pay that either.

I have not heard from anyone from Your Mechanic since they sent me the above email. When I call I get placed on hold and transferred or the person on the other end is rude and hangs up. When I cancelled my appt, I called in and spoke to a gentleman who assured me that I was getting back my money to my credit card, he said I will get a refund issued to my original payment of 281 - the 150 late fee and 40 promo discount rated and that the 150 and 40 were going to be applied to yourmechanic cash/credit to be used at a later time.