Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** A***, #*** Ms*** was aware of the issues that caused her vehicle to fail inspection prior to being asked to pay the bill for the work performedMs*** was in early in the morning on 9/14/
when the initial inspection was performedOur shop found the tires and wiper blades needed to be replaced to pass inspection and also recommended that an alignment be performedThe tires for Ms***’s vehicle were not in stock at that time, so she paid a deposit on that work and left our shop to come back later once our shop had themWhen Ms*** came back and it was time to install the tires our technicians could not remove a wheel that had locking lug nutsMs*** could not provide the key to remove the lug nuts, so our shop had no other option but to remove the wheel locksOur shop told Ms*** that if she could produce the wheel lock key, there would be no need to charge her for the removal fee, but Ms*** could not find the keyMs*** approved this work to be done and paid the addition fee for the labor to remove the wheel locksOur shop communicated with Ms*** as soon as there was any change to what work needed to be done and it is evident in the fact that she paid $to begin with and then paid an additional $for the additional work that needed to be doneI have included copies of the invoice to show that Ms*** made two payments on that day due to the work that needed to be performed to complete the serviceI have also included estimates for this work signed by Ms*** prior to the work being performedI do not feel that our shop did anything wrong in this case and I will not be authorizing a refund for Ms*** at this time 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,
*** ***
Not completely true what they are statingI wanted information on my account fixed, the ownership is wrong and so is vehicle informationWhen I sent back after receiving the release, months later, with the wrong information again...I signed a release with correct information....now it has been over a year and my tires have not been rotated and information is still wrong....I have called many times and he will not return my call I even offered to split the difference and I buy one and they supply one....no responseAfter over a year without anything corrected all my tires are unevenAs I said this problem with tires and information not being correct has been going on for over a yearHow can my tires be wearing evenlyNow I need new tires because of their neglance If this was handled in a timely matter the would have been sufficientAgain over a year without tire rotation cannot be sufficient and my information is still incorrect.....Thank you

5/18/ Revdex.comThis letter is in response to the complaint from *** ***, #***. At the end of a recorded conversation that I had with Mr***, he informed me that he would be taking our company to courtI would have no reason to lie about that, or anything else with regards to this complaintSince Mr*** has stated that the credit card dispute is still in progress, I will no longer be offering a refund to him and I will instead respond to his credit card disputeI apologize to all parties involved for misrepresenting the status of the credit card disputeI was misinformed by our Accounting Department, which in part handles these disputesIn order to appease Mr***, I will offer to accept back the full amount of our transaction through the credit card disputeI will not be refunding him for anything further and I consider this matter fully resolvedNo further action on my part will be taken to address this issue and I ask that the Revdex.com close this complaint now that Mr*** has been informed that he will receive all of his money back for the services our company renderedThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** M***, #*** I would like to thank Mrs*** for allowing our company the opportunity to address this concern before contacting a third party such as the Revdex.comUnfortunately our position
on this matter remains the same and we will not be taking responsibility for this matter In an e-mail written to our corporate office, Mrs*** explained that her husband had put the spare tire on the vehicle prior to bringing the vehicle to our shopDuring the course of our service our shop asked Mrs*** who put the spare tire on the vehicle because the mechanism to raise and lower the spare tire had been damaged Our shop informed Mrs*** that the spare tire could not be put back into place properly due to the condition of the mechanism as we found itOur shop would have had no reason to touch the mechanism until this point, whereas Mrs***’s husband had just previously removed the spare from that mechanism on this brand new vehicleIf it were our shop that had damaged this part then we would have had no issue taking responsibility for this matter and fixing it at no charge for Mrs***, however that simply is not the caseOur company has stated our position on this matter and we will not be taking further action to address this issue 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 have determined that this does not resolve my complaint as I never would have ran out of gas if the guage was working properly to begin with I told the manager that the gas gauge read bars above E and then the following morning I went to restart the car it would not start and it was determined there was no gasMonro stated the car was fine but thats not the case becude of it was the car never would have ran out of gas to being with the manager stated I should never let the car go below quarter tank anyway and that its my fault which is not correct if the car was low on gas on E or above it I clearly would have put gas in itYou are not taking responsibility for your companyThe manager also state its probably faulty part and also reordered a new one. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

This letter is in response to the complaint from *** ***, #***
I will
process the requested refund under the original 90-day warranty that the
alignment had from August 10thI will issue a check refund from
our
office and sent to Mr*** on December 7th, please allow a few
days for delivery of the checkAt this point the alignment is out of warranty,
so no further adjustments will be made to Mr***’s alignment
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ***, #***Ms*** contacted our corporate headquarters to report this issue on 7/26/We took down this information and forwarded the complaint to our Risk Management Department to investigate how this damage occurredOur
Risk Management Department and Travelers Insurance determined that we had caused the issue that resulted in the damage to the vehicleIt is my understanding that Ms*** has been reimbursed $for this issue alreadyIf Ms*** has any questions concerning this matter, or if there is anything I can help her with I would ask that she contact me at ###-###-####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. I expect half half of my $spent issued to me asapI'm sorry that I am a full time teacher as well as having another job in which I can never answer the phone to your five million calls from the company that were non stopThat is harrassment and can also be a lawsuitI would appreciate my refund as soon as humanly possible either back on my card or a check by mail.
Regards,
*** ***

This letter is in response to the complaint from *** D*** #*** A refund of $for the alignment was processed to the Master Card on 3/10/Prior to this complaint our corporate headquarters was not
made aware of any issue with the bulb that we installed for *** ***I will process a credit of $to the Master Card used for the service for the total amount paid for the bulbI sincerely apologize to Mrand Ms*** for the issues with our service and I wish them both the best moving forwardThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** V***, #*** It is my understanding that Ms*** came to our shop and had the under shield replaced on the vehicle on January 24th, If this is not correct or if there is anything else that needs to
be done in order to correct this situation, I would simply ask Ms*** to let me know what that may be and I would be happy to address that concern. Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** **
***, #***
Mr***
contacted us in the middle of October of 2014; the last service with our
company took place in late July It was our understanding that
Mr***
was contacted by our claims department and explained that his claim was denied
and our company was not going to accept any responsibility for this due to the
amount of time between our service and the reported damagesAt this point the
decision has not changed.
Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from *** M***, #*** I sincerely apologize that we have not yet addressed this issue for Ms***Our local Market Manager claims that he was unable to contact Ms*** to discuss this matter, so
he did not file the proper paperwork in order to start a claim through Travelers Insurance I spoke with the Market Manager today and made it clear that this should have been turned over to Travelers Insurance when Ms*** first contacted our corporate officeWhile I know that Ms*** has already been told that someone from Travelers Insurance will contact her, I can assure Ms*** and all parties involved that the claims process has been started and Ms*** will be contacted soon to discuss the next step of addressing this claim of damage I apologize again to Ms*** for the excessive length of time it has taken our company to address this complaint and I thank her for her patience throughout this process Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** D***, #*** Mr***’s brake issue is not related to the wheel bearing that we replaced on his vehicle and is not something that our shop caused, or should be held responsible forIf Mr
*** has taken his vehicle to an outside shop where they have identified an issue with the wheel bearing we replaced, I would ask Mr*** to provide documentation to support thatThe wheel bearing that we installed is still under warranty with our company and if there is truly an issue with it, we will replace it at no cost for Mr***Please forward the documentation from the outside shop through the Revdex.com website, or fax directly to my attention at ###-###-####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,
*** ***

This letter is in response to the complaint from *** M***, #*** Ms*** had an oil change performed on her vehicle almost two months prior to reporting any issue to our shop about a burning smellOur shop looked over the vehicle and inspected the oil
filter and the drain plug, but found no issue with either itemIf these two items were leaking oil, it would indicate an issue with our oil change, but neither was leaking oilOur shop did find that the oil filter housing gasket was leaking oil and recommended that this be replacedMs***’s vehicle has approximately 185,miles on it and this gasket failing is fairly common with mileage this highThis housing gasket is not related to the oil change that was performed two months ago and we will not be reimbursing Ms*** for work that can be performed at our shop Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** A***, #*** I would like to start by apologizing to Mr*** for this issue not being resolved for him soonerMr*** has contacted our corporate headquarters on several occasions regarding this
situation and has been told each time that the refund was processed from our office, and that we could not find any reason why the credit would have not posted to his account yetI asked the management team in our Accounting Department to try to identify the issue with the refund and I was recently provided with an explanationThe credit that was processed by our corporate headquarters was being denied by the bank that the credit was sent to; this is not the bank’s fault but our own because we did not recognize that the store that initially received Mr***’s funds has since been closedDue to the store being closed, the information that was being sent to the bank was not complete and was rejected on multiple occasions by the banking systemOnce our Accounting Department recognized this, the information was amended and the credit was acceptedMr***’s refund should have been received on, or around December 27th, I hope Mr*** can forgive us and understand that we were not intentionally misleading him, but this situation is not one that we normally encounterIf this credit has not posted on Mr***’s account I would ask him to let me knowI apologize again for the amount of time Mr*** has waited for this refund and I hope that we can service his automotive needs in the future Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** D***, #*** I cannot find any record of Mr*** contacting our corporate headquarters to report any issue with his serviceFurthermore, our shop says that Mr*** has not been in contacted with
them or brought the vehicle back to seek assistance with any issueThis wheel bearing was replaced just over a month ago and Mr*** has not allowed our company to help resolve this matter under the terms of our warrantyMr*** needs to bring the vehicle back to our location so that we can diagnose the issue present with the vehicleNo refund will be considered until Mr*** has given our company the opportunity to diagnose and fix this issue under warranty Thank you for your time, Kyle Peterson Customer Service Manager

This letter is in response to the complaint from *** D***, #***I would like to start by apologizing to Mr*** for the delay in getting this refund processedMr*** contacted our corporate headquarters via e-mail in late July and we immediately investigated the
situation with the help of our local and regional management teamDuring the conversations with our local Market Manager, there was a miscommunication on who would be generating the refund request in order to refund Mr*** for the work we performed that did not fix his vehicle’s problemI must admit that it was a careless error made on our behalf that has delayed Mr***’s reimbursement, and for that I sincerely apologize to him I will be sure that Mr***’s refund of $is processed no later than Monday, August 29thThe credit will be refunded back to his Goodyear Card that was used to pay for the service and should be available to him by September 6th, I understand why Mr*** stated that he will not be using our company for future services, but I will be sending him a service certificate for $that he can use at any location for any service that our company offersI hope that in due time Mr*** will give us another opportunity to earn his trust and business and he will return to use the service credit that I will be sending himI wish Mr*** the best in all matters and I encourage him to contact our Customer Service Department if he has any questions or concerns moving forward Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** According to the letter that Mr*** wrote, after lower amounts were offered, he had asked our District Manager to refund him $250.00, but our District Manager did not call him back
afterwards to discuss the matter furtherThe $refund has already been processed back to Mr***’s Visa Card because our District Manager had thought this was the resolution that Mr*** was seeking and had agreed uponWhile I agree that the brake issue that occurred after the original service was dangerous, our shop performed work that Mr***’s vehicle needed and we have since compensated him for the issues he experiencedI would be willing to offer Mr*** a credit towards future services with our company, but I will not be issuing another refund to himIf Mr*** would like, I would be willing to send him a $service credit that he can use at any location of ours, for any service that we offerThank you for your time,Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #***. As I have
explained previously, our company is not the responsible party for honoring the
manufacture’s mileage warranty on Mr***’s tiresOn the back of every
invoice from our company there is a section “your commitment” that details the
customer is responsible for allowing our company to inspect the tires every
5,miles and rotate the tires to help maintain them if possibleSince this
tire purchase was made before our company purchased this *** Tire location, I
have no way to tell what warranty agreement is provided with the old *** Tire
invoicesAll the same, this warranty is to be honored by the tire Manufacture and
I would suggest Mr*** contact the tire manufacture for additional
information and assistance with this matter Thank you for your time,Kyle P***Customer Service Manager