Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** H***, #*** I will process the requested refund of $for Mr*** on March 14th back to the Visa Card used to pay for the service in November The credit should
be back to the Visa Card account no later than March 20thIf there is anything else I can assist Mr*** with I would be happy to do soThank you for your time, Kyle P*** Customer Service Manager

I received a letter from the business stating that I was credited for the road hazard chargeI consider the matter closed. thank youRevdex.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 belowi appreciate the refund for the work done on my Toyota Corolla S and I will accept and GREATLY appreciate that.
However I filed a complaint on two cars I also filed a complaint regarding the work done on the Toyota Solara in which I forwarded the documents to the Revdex.com and Monroe.Has the documents for the work in the Toyota Solara been reviewed as of yet ?
Regards,
*** *** ***

This letter is in response to the complaint from [redacted], #[redacted].        It has been explained to Ms. [redacted] that the cause of her air conditioning failure is most likely caused by her compressor failing; when she asked our shop how much this would cost to fix, she...

was provided an estimate for the service to fix this component. Our shop made this recommendation by performing a very quick test on the compressor that indicated that it was not functioning properly. There is nothing that our shop could have done to cause this compressor to fail while we changed Ms. [redacted]’s oil.        Our technicians would not have done anything during an oil change to cause the compressor to fail and with the vehicle having over 100,000 miles on the odometer I don’t find the compressor failure suspicious at all. Our company will not be taking responsibility for this matter and we will not be providing Ms. [redacted] with complimentary services.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].                    I would be happy to review Ms. [redacted]’s concerns, but she has not forwarded a copy of the dealership bill to me yet. Ms. [redacted] states that she has sent a copy of the dealership invoice to me, but I have not received anything from her.         I would ask that she forward that invoice from the dealership to me via the Revdex.com website. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].                    Our shop has documented that Mr. [redacted] has an issue with his right front spindle which is causing the issue with the wheel...

bearing. Mr. [redacted] declined having this spindle repaired during his last service and I have included a copy of our shop’s invoice from October 21st 2017 to support this. ..         Our company will not be taking further action to address this issue unless Mr. [redacted] can supply documentation that shows that there is an issue with our shop’s work.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].                     As I stated in my previous response, unless Mr. [redacted] can produce documentation that shows he paid our company for a lifetime oil change program, we will not be doing anything further to address this complaint. I apologize that Mr. [redacted] feels that his integrity has been impugned because that was never the intention of me or Mr. H[redacted] but our company will not honor a program that we have never heard of prior to Mr. [redacted]’ complaint.         Thank you for your time,       Kyle Peterson Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will accept $160, as that was the total cost of the battery. I had to use two different credit cards to pay. My disappointment in your company stems from the lack of responsibility on a local level. You have been great in your responses. However, I spoke with the Kirkwood assistant manager who hung up on me several times and your market manager who seemed to not even care what his employees did to my car. Being in the customer service/sales industry I would like to say no matter how difficult a customer can be I would never treat them as if the problems I caused should not be handled entirely. Thank you again for your response. I will say the General Manager of Autotire in Kirkwood was very kind and accomadating. Perhaps the market manager and assistant manager could take some tips from him in customer service. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted] N. [redacted], #[redacted].       I apologize to Ms. [redacted] for our office not addressing this complaint and resolving this issue already for her. I would like to honor Ms. [redacted]’s request and refund $265.92 to her...

Visa Card. I hope that we can service Ms. [redacted]’s future automotive needs. I apologize once again for the difference in price and our office not resolving this situation already for her.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Tamara
[redacted], #[redacted].
After discussing this matter with
our local management team and reviewing the information at hand, we have
decided that we will be turning this matter over to our Risk Management
Department. A representative from...

[redacted] Insurance or our Risk Management Department
will contact Ms. [redacted] in a timely manner to communicate the steps we will
take to address this claim. We appreciate Ms. [redacted]’s patience with us. 
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        I cannot find any record of Ms. [redacted] contacting our corporate office at any point in time, and our shop does not recall any contact from Ms. [redacted] regarding this matter either. This work...

was performed over four months ago, which far exceeds the time limit detailed in our thirty day price match guarantee. I would like to ask Ms. [redacted] for an explanation of who offered a resolution to her and what that resolution was. I sincerely wish that Ms. [redacted] had contacted our corporate office much sooner when I would have been able to assist her with offering her a price match for a potential refund. At this point in time, too much time has passed since the service and I cannot authorize a price match refund. I will not be issuing the requested refund to Ms. [redacted].Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         According to our Store Manager Ed, Ms. [redacted]’s front brakes are performing correctly, but it is actually her rear brakes that are causing the issue. In order for me to honor Ms. [redacted]’s request...

for a refund of the front brakes replaced in April, I will need her to provide me with a paid invoice from an outside shop that details that the front brake pads were causing this braking issue. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] E. [redacted], #[redacted].         While admitting our mistake, we do not feel that Mr. [redacted] is entitled to more expensive tires free of charge. The tires in question were used for five months and approximately six thousand...

miles according to our documentation. After discussing the situation with Mr. [redacted] on several occasions, our company offered to pay for half of the difference between the cost of the tires he purchased and the tires that he wanted to have installed on his truck.         Given the circumstances of this case I believe that this was a fair offer made to Mr. [redacted]. Mr. [redacted] took it upon himself to disregard our offer and purchase tires from another company, which is completely beyond our control. Mr. [redacted] was provided a fair resolution to this matter and we will not be honoring his request for a refund at this time. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].   Mr. [redacted] stated in his first complaint that he did not approve the tune up service which was charged to him for $503.60. Our shop billed these spark plugs out as “Tune up parts, TU41-103” which is the correct part code for the spark plugs on Mr. [redacted]’s vehicle; no other tune up services were performed. I provided a copy of the paid invoice Mr. [redacted] signed after the service was completed and now Mr. [redacted]’s complaint has changed. Mr. [redacted] now is stating that he approved this work, but should have been charged $402.88 less for the service. The spark plugs that were replaced cost $100.72, parts and labor, per spark plug; five spark plugs were replaced which cost $503.60 in total. According to our shop these charges were explained and agreed to before our work was started, which is supported by the invoice Mr. [redacted] signed after the service was completed. Mr. [redacted] did not request that we change his air filter, which is why we never replaced it and he was not billed for an oil change which is why no tire rotation was performed. I apologize if Mr. [redacted] misunderstood any of the charges but I will not be refunding him for these services. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] B. [redacted], #[redacted].               I cannot find any record of [redacted] contacting our shop or our corporate headquarters at any time to discuss this situation. I spoke with the Store...

Manager who told me that the tires were rotated after the tire was mounted on the vehicle. Regardless of what our Store Manager is reporting to me, I apologize for there being any issue resulting from our service. I am happy to honor the requested refund for the $25.00 as a customer service gesture for [redacted], but I want to state that this would bring the charge for the mount and balance down to $2.00, which I do not believe would be a price that our shop would ever quote a customer for that service. What I find most troubling is that our shop supposedly missed brakes on [redacted]’s vehicle. I am happy to send a $25.00 service credit to [redacted] that can be used at any location for any service that we offer and can be applied towards any brake service that is needed. I apologize again to [redacted] and I would ask that if there are any issues in the future to please contact our corporate office for assistance.    Thank you for your time, Kyle P[redacted] Customer Service Manager

...

                                        ...⇄ 8/1/2016       Revdex.com 100 Bryant Woods South Amherst, NY 14228         This letter is in response to the complaint from [redacted], #[redacted].     I do not show any contact from Mr. [redacted] to our corporate office in the month and a half since this service was completed. The services requested that day by Mr. [redacted] were “left front smoking, oil change and possible spark plugs”. We began working on the vehicle and communicated the issues we found with Mr. [redacted] who approved us to perform the work. Mr. [redacted] signed the paid invoice showing that he understood and accepted the charges for the completed work. I have included a copy of the signed invoice with my rebuttal and I will not be refunding Mr. [redacted] for the amount he requested.           Thank you for your time,       Kyle Peterson Customer Service Manager

This letter is in response to the complaint from [redacted] L.
[redacted], #[redacted].
            I cannot
find any record of the invoice Ms. [redacted] is speaking of. If Ms. [redacted] could
provide me with the shop address, invoice number and...

invoice date I can get the
information I need in order to try and resolve this complaint.
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].   I would like to start by apologizing to Ms. [redacted] for the poor service she received at our shop. We have taken the appropriate disciplinary action against our employees at this shop and we can assure Ms. [redacted] that...

this sort of issue will not happen again at our shop. It is my understanding that Ms. [redacted] was contacted by our local Market Manager who made sure the repairs had been done to her liking. We currently have a full refund ready to be processed on the next processing date as well as a $50.00 service credit that Ms. [redacted] can use at any location of ours. I appreciate Ms. [redacted] giving us the opportunity to resolve this problem for her and we look forward to servicing her automotive needs in the future.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Mark
[redacted], #[redacted].
            We will
gladly refund the shop supply fee of $22.58 plus tax to Mr. [redacted]. Our
location informed Mr. [redacted] that his lug nut was missing and we are not...

taking
responsibility for that or the camber bolt that needed to be replaced. We did
not break the camber bolt and we did not misplace the lug nut he was missing.
We will process the requested $22.58 to Mr. [redacted] this week.   Thank you for your time,
Kyle P[redacted]
Customer Service Manager

I did take my vehicle back to Monroe 5 days after the initial work was conducted. They claimed they did some diagnostic work and told me that it was a faulty switch and not the wiper motor they installed.