Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** ***
***, #***
Mr***
contacted our corporate headquarters and reported this issueThe last communication
we had with Mr*** we offered to meet the price
from Firestone and settle
this matterMr*** never contacted our corporate office or the local
management team to get this matter resolvedWe are unsure of what Mr*** is
looking for at this point; we offered to meet the price that our competitor
quoted for the prorated tires and never heard back from Mr***. Thank you for your time,
*** ***
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This letter is in response to the complaint from *** *
***, #***
I would ask
that Ms*** forward any documentation regarding this issue, and the
replacement transmission that is needed so that I can
properly review the information
at handMs*** has not contacted our corporate office prior to this RevDex.com complaint so I will need time to properly investigate this
matterI will also need Ms*** to forward me an estimate or invoice from
the transmission shop to confirm this issue
Thank you for your time,
Kyle P***
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The local MrTire has "offered' to refund the service charge. I have not received any monetary return at this time. Awaiting the refund before we can close this matter
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This letter is in response to the complaint from *** C***, #***Mrs*** contacted our corporate headquarters on 4/25/to report this issue with her vehicleOur shop worked on the vehicle’s brakes and resolved the mechanical issues with the brake systemAfter this service was
complete the brake light came on and two of our shops could not determine why the brake light was staying illuminatedBoth of our shops determined that the issue could only be caused by an electrical issue that we do not have the expertise to diagnose or fixSeveral representatives of our company explained this to Mrs*** and explained that if we had the means to try to diagnose or fix this issue, we would absolutely be willing to do soWe explained that the best course of action would be to have the issue diagnosed and fixed by an outside shop, and if the outside shop could determine that something we did caused this issue, we would refund them for the expensesSince April, we have not been contacted back by Mrs*** or her husband and no documentation has been supplied that details that we caused this issueI completely understand the aggravation of this situation, but we cannot take responsibility for an unknown issue that we do not know we causedI have to ask Mrs*** to provide our company with documentation that shows that our shop’s work caused this issue before any further steps are taken by our company to address this situation Thank you for your time, Kyle Peterson Customer Service Manager

This letter is in response to the complaint from *** ***, #***
Our company
does not issue and normally does not honor mileage warranties on tiresThe
mileage rating assigned to specific tires
are determined by the manufacture that
produces the tiresI do not know what the *** Tire invoice states with regard
to tire warranties with their company, but our invoices state that proper
maintenance must be maintained on the tires for the manufacture warranty to be
honoredUnfortunately if the tires have not been properly maintained our
company will not be assisting Mr*** with the tire manufacture warranty
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ***, #*** It is my understanding that Ms*** has already been contacted by Travelers Insurance regarding this matterI have been informed that as of April 5th
Ms*** has not settled with Travelers InsuranceI will not be able to update this complaint until Ms*** settles this claim with Travelers InsuranceThank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Good Afternoon, I am happy to report that the problem has been fixed and thank you for all your help, *** ***

This letter is in response to the complaint from *** ***, #***
We have not
received a signed release from Mrs***Without that signed release
there will be no agreementThe agreement was made for two tires and no other
offer will be made.
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** L***, #*** I am turning this matter over to our Risk Management Department in order for them to
investigate this matterIt is our policy that my department cannot directly address a claim of lug nuts being left loose after a service; this situation clearly had the potential to be very dangerous and because of that we need to allow our Risk Management Department to handle the situationOur Risk Management Department may choose to get Travelers Insurance involved to investigate and assess any damage that resulted from thisI apologize for the delay in this process, but a representative from Risk Management or from Travelers Insurance will be contacting Mr*** soon to inform him of the next step Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #***
Ms*** never
contacted our corporate office to seek assistance when this issue occurredIf Ms
***’s tires are worn due to an alignment issue
that is not our company’s fault;
an alignment check should be performed periodically to ensure the tires will
not wear unevenlyWe show no record of Ms*** rotating her tires with our
company, and she did not supply any record of rotations being done elsewhereThis
is another service that should be performed regularly to properly maintain the
tiresOur shop offered to prorate the tires for Ms***, which is exactly
what our corporate office would offer her as wellIt appears as though Ms***
did not maintain her tires properly and because of that they did not last as
long as they could haveMs*** has already replaced the tires so we have
nothing to offer at this point other than what the shop has already offered
her
Thank you for your time,
Kyle P***
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The statements made by the business are false; No contact with the headquarters were made until the complaint with the Revdex.com was filed I did not speak with Brittany the Customer Service Representative until today Wednesday April 13, at 9:AFTER I called her for the second time this morning because the previous telephone messages and emails were ignored I have been trying to talk with Brittany since April 4, as a follow up to emails On April 1, Brittany requested that I send her a copy of the invoice from the other location that fixed my car after the screw up with MrTire in Fort Washington, MD I responded to that message on April 4, where I also sent her the receipt from MrTire, the work order, the receipt for the shop that did the work and the receipt from the parts store where the part was brought I sent follow up emails on April and April I made several phone calls to Brittany (all of which were never responded to) Brittany was called on April at 6:05pm, April at 3:13pm, a number of times from my office phone; which unfortunately I do not have a record of It wasn't until this morning that Brittany returned my call AFTER I left her a messageHer first words to me were "I apologize for not getting back to you sooner; I have been out of the office".On Thursday April at 4:03pm I received a call from Ken M*** who recognized himself as a manager at Mr Tire and he had read my complaint I had contemplated going to another Mr Tire location to have my car properly repaired, but by his attitude I changed my mind and requested a refund in full At the end of the conversation he stated MrM*** stated that he was initiating a refund in the amount of $back to my card Although I requested that it be in my account by Monday April 11, he assured me that it would be refunded and back into my account no later than Tuesday April 12.The offer made by the company is not fair and I can not agree to it I have had to put nearly $into my car since March 20, If the organization had completed the job honestly after $200-$tops all would have been solved I've had to miss countless time from work trying to have this situation rectified; the worst part is the endangerment of the babies that are in my car and others that are on the road and accidents that could have been caused.Never once did anyone state to me that anything needed to be in writing before a refund could be made; The only person that I talked to was Ken M*** (who called me from his personal cell phone) who said that he was initiating a refund while I was on the phone with him

This letter is in response to the complaint from *** *** ***, #***
The work
Ms*** needs is under warranty with our companyOur offer has not changed
and we will not be offering anything further at this point
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ***,
#***
Mr
*** contacted us a few weeks ago to report that his complaint from
August, was never resolvedOur local management team contacted
us
recently and reported that they are replacing the hubcaps for Mr***We
would ask that Mr*** confirm this once it has happened.
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ***, #*** Our company will not be willing to repair the vehicle for free and our company will not be taking responsibility for this matterMr***’s twelve year old work van was brought to our shop with a preexisting issue that Mr*** is now trying to blame on our company I question the validity of a twelve year old work van being brought in with absolutely no issues with the ignition switch, suddenly to be broke by an automotive repair shop by simply trying to start the vehicleI have stated our company’s position on this matter and we will not be taking further action to address this complaintThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** Mr*** contacted our corporate office on December 15th and reported this complaint to our Customer Service DepartmentAt that time Mr*** did not bring up any issue with a wheel cap being
missing, but was informed of our company’s position on the hood latch issue. While I am not willing to accept responsibility for the hood latch that was documented as being broken before our service was started, I am willing to reimburse Mr*** for a wheel cap if he can provide me with a paid invoice for oneThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** In order to move forward with addressing this complaint I will need the opportunity to review the invoice from ChryslerIf Mr*** can forward the Chrysler invoice through the RevDex.com website, or via fax to my attention at ###-###-#### it, would be much appreciatedOnce I am able to review all of the documentation pertaining to this situation I will be glad to help address this situation further Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from ***, #***
As I
previously stated, the amount that we have already refunded is all that we are
going to refund at this point
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** *** ***, #***The Market Manager and the Customer Service Representative that Ms*** had dealt with both did not receive any documentation from Ms*** regarding this situationMs*** is welcome to forward the
documentation to me through the Revdex.com website so that I can review itThe last time Ms*** was at our shop, our technicians relearned the crankshaft sensor and the vehicle ran fine afterwards; because of this, we need documentation from Ms*** in order to move forward with considering any sort of refund for herThank you for your time, Kyle P*** Customer Service Manager