Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** D***, #*** Ms*** has spoken with my Director of Customer Service, Camilia M***, regarding this situationIt is my understanding that Ms*** has agreed to pick the vehicle up and not be charged
anything additional for the serviceBased on that information and Ms*** agreeing to that resolution, I do not believe that there are any further steps I can take to address this situationThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** E***, #*** Ms*** has been told previously that our company will not be issuing a refund to her and our position remains the sameThe vehicle in question has over 250,miles on the odometer
and had multiple issues when the vehicle was first brought to our shop Ms*** and her son were told that the radiator was in need of replacement and they approved that component to be replacedThe vehicle came in with no coolant and due to the condition of the vehicle there is no way that our shop could have predicted that the head gasket was blown or was going to blow The services were approved to be done and we are not responsible for what occurred after our service was completedI stand by the decision made by our local Market Manager and I will not be honoring Ms*** request for a refund at this timeThank 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 I have attached a picture of my Honda invoice for the service provided to remove the left over valve stem from my tire
Regards,
*** ***

This letter is in response to the complaint from *** ***, #*** According to our shop we recommended, but Ms*** did not want to pay for, the air conditioning diagnostic charge and instead only wanted us to perform the air conditioning dye and rechargeOur shop confirmed that
the air conditioning relay switch should be replaced, and like Ms*** confirmed in her statement, our shop could not promise that this was the only service or component needed to fix the air conditioning issueAir conditioning issues can be very complex to diagnose and our shop detailed that the air conditioning dye needed time to identify if there was a leak in the systemMs*** came back the very same day upset that her air conditioning system was not working correctlyOur master technician stopped the job he was working on and began to diagnose Ms***’s vehicleOur master technician performed a free diagnosis on the air conditioning system, saving Ms*** the money she was originally unwilling to spend on the diagnostic, and found that the vehicle needs an air conditioning compressor kitMs*** describes in her complaint that before she approved our shop to begin the work, our shop told her that these initial services could not be guaranteed to fix the problemI do not see how Ms*** was not given the opportunity to make an informed decision with the information our shop providedI have attached a copy of the invoices from Ms***’s visits that day to show in detail the information our shop provided Ms*** in writing 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 find that this resolution is satisfactory to me.
Regards,
*** ***
The reimbursement for the repair to my car for $is acceptable. Thank you

This letter is in response to the complaint from Kathy
***, #***
I would
like to start by apologizing to Ms*** for the coupon issue at the shop
I have looked over Ms***’s invoice and found that
when using the
coupons she is referencing, the total refund owed would be $after taxI
will have this processed back to Ms***’s Visa Card by next weekI believe
that our shop should have honored the coupons that Ms*** presented to
us to keep her happyMy understanding is that our shop was told not to honor
the *** coupons and instead honor MrTire coupons that would be applicable
Had Ms*** taken a few minutes to call our corporate headquarters
regarding this issue, we could have helped handle the situation at the timeI
will process the requested refund for Ms*** and will also send her a
$credit towards any future service with our company
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 find that this resolution is satisfactory to me.
Regards,
*** ***

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
I received Monro's response to my complaint this morning and would like to take this opportunity to add some important information.The Monro District Manager gave an untruthful answer in his statement My husband NEVER made the admission that our mechanic told him the brake line burst due to rust and corrosion.IN FACT, our mechanic, *** ***, who by the way is a former MONRO Manager that now operates his own shop, stated to to the contrary. He told my husband that the broken brake line was absolutely a direct result of excessive stress on my vehicle's frame caused by the Monro lift.If you have any questions or need further information please contact me.Thank you for your time and attention in this matter.*** ***-***###-###-####Regards,
*** ***-***

the wiper blades were advertised as 'free'he then told me the 'free' blades would not fit my car and then charged me for the pair.but, more importantly, the manager lied to me about the type of oil I needed so that he could charge me more for the oil change.my car does not required synthetic
oil, which is what this manager said to me he was ready to charge me until I took the initiative to look in my owners manual.sincerely,*** ***

This letter is in response to the complaint from *** P***, #***. According to our Store Manager, Mr*** came to our shop and did not want to have his vehicle put on our lift, so the vehicle
was quickly looked at in our shop’s parking lotMr*** asked for a quote on the components that we believed to be the source of the issue and made an appointment the next day to have these components replaced Mr*** did not return for his appointment and instead returned to the shop stating that he had the vehicle’s exhaust issue fixed by an outside shop and asked for a muffler to be given to him over the counterOur shop explained to Mr*** that we are not able to simply give him a muffler at his request because that is not how our warranty works Mr*** could have contacted our corporate office for assistance but did not do so and instead went to an outside shop to have his vehicle repairedI have reviewed Mr***’s invoice history and I have found that he has had this muffler replaced twice under warranty already, so I reject the claim that our company has not honored his muffler warranty and I have included three invoices to support this pointBy having the muffler replaced at an outside shop Mr*** has voided his muffler warranty with our company and because of this we will not be taking any action to address this complaintThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #***. A credit of $was refunded back on Mr***’s Master Card on 7/15/to settle this matterIt is my understanding that Mr*** spoke directly with our local Market Manager Frank C*** about
this, and agreed that the refund amount was acceptable to him as a settlement to this matterThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from Reginald
***, #***
We have no
record of any work done under *** ***Please forward us a copy of the
invoice so we can review this matter further.
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** B
***, #***
Ms
*** was not charged for synthetic oil and we do not see that synthetic
oil was recommendedAs a customer service gesture we will refund the requested
$plus tax to Ms***The free wiper blade promotion excluded some
vehicles that these wiper blades will not fit, regardless, we will refund the
amount paid for the wiper bladesWe apologize for any aggravation this matter
has caused.
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
I would like to state that my vehicle was dropped off for a simple oil changeWhen the MrTire store manager called me I drove to the store to attempt to help and something was different from the day before, when I dropped the vehicle off, the ignition switch was damagedLater a technician attempted to fix the ignition switch and when I came back it was left with no ignition switch so there wasn’t even a place to put my key inI was unable to start my vehicleI then asked if they could start it for me somehow and in order do so he had to hook the battery up to another car and turn the switch somehow with a screwdriver. I drove directly to another shop, as I had lost my confidence in the MrTire techniciansThe other mechanic quoted me $1,to replace the steering shaft and ignition switchWhoever was trying to start the vehicle broke the gears in the steering shaft which made this a huge repair job causing me to miss work for a weekAs this is my vehicle of business I had to complete the repairs as soon as possible. My frustration is that I brought the vehicle to MrTire in good working condition and it was returned to me without the ignition switch intactAnd to add to that they caused more damageIf Mrtire is able pay for the repairs I will be willing to look past this conflict.Thank you for your time
Regards,
*** ***

This letter is in response to the complaint from *** *** ***, #***
We would
ask that Mr*** supply us with a copy of the invoice from ***’s Chevrolet
so that we can have an opportunity to review this
matterWe would like to
sincerely thank Mr*** for his trust and business over the yearsWe look
forward to offering a fair resolution to this matter and will do so as soon as
we have the ability to review what ***’s Chevrolet did to correct this issue
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** A***, #*** I will process the $refund back to the card used for payment on the service our shop performedI apologize for the miscommunication that occurred at our shop. Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ** ***, #***
Mr***
filed this Revdex.com complaint two days after the warranty on his
alignment expiredMr***’s first and only contact to our corporate office
was nearly three months after the alignment was performedMr*** could have
contacted our corporate headquarters months ago to seek assistance on this
matter, but it was nearly three months before he contacted us via emailAt
this point I will not authorize a refund or a free alignment to be performed
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ** ***, #***
I cannot
find any record of Mr*** returning to the shop at any point and the first
contact made to
our corporate headquarters made over two months after the
service was performedWhile I want to keep Mr*** happy I cannot refund his
alignment and adjust the alignment under warrantyIf Mr*** would like to
return to any one of our shops to get this alignment looked at he is welcome to
do soIf Mr*** is looking for a refund for the alignment I would need a
paid invoice showing that his alignment was redone by an outside company
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from Linda
***, #***
Mrs
*** has spoken directly to Terry H***, Director of Customer Service
for our company about this complaintMrs***’s
complaint was that two
tires had excessively worn down in a very quick amount of timeMrs***
was offered two tires at no cost, to which she originally agreedA written
release was mailed to her, stating upon that agreement this would be the full
and final resolution to this matterMrs*** contacted us back stating
that she changed her mind and that she wanted four tires at no costThe offer
still stands for two tires to be provided to Ms*** at no costWe had
also refunded the alignment that we performed in to Mrs***, in March
of We feel a very fair offer has been made and we will not process any
refund until the signed release is returned to our corporate headquarters
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** L***, #*** I would like the opportunity to review the invoice from Toyota before I make any determination on the refund that Mr*** has requestedPlease fax that invoice to my attention at ###-###-####
or through the Revdex.com website Thank you for your time, Kyle P*** Customer Service Manager