Monro Muffler Brake, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Do I need to contact the business to get the refund in the amount of $122.90 or they will automatically refund it to my visa card?
Regards,
[redacted]

This letter is in response to the complaint from [redacted] L. [redacted], #[redacted].             I would like to start by apologizing to all persons involved with this situation that were aggravated and inconvenienced due to our mistakes. It is my...

understanding that Mr. and Mrs. [redacted] were given our District Manager’s email address and contact information to contact him directly if they had any issue with this service going forward. I would encourage Mrs. [redacted] to contact the District Manager directly to discuss this if they are not satisfied with my offer. For this inconvenience on such a large job I am happy to refund $100.00 back to our customer. Clearly there were multiple issues with the service so I want to be fair with my offer. Any refund above $100.00 would require the District Manager to sign off on due to our policies. I will gladly refund $100.00 back to our customer for this issue but I would like confirmation that this is an acceptable resolution before I process the refund. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
            We would
like to start by apologizing for any miscommunication or lack of communication from
any of our employees. Ms. [redacted] contacted us to report this...

problem and we
looked into this matter immediately for her. After reviewing the information we
have we feel the offer that is being made for $40.00 per tire is a fair offer
and we will explain why. The tire manufacture is the party that provides the
warranty on the mileage of the tire, in this case 40,000 miles. Ms. [redacted] has
stated she has gotten about 18,000 miles out of the tires, or used
approximately 45% of the tire’s expected mileage. We are offering to prorate
the tires and adjust the price of the replacement tires to reflect the mileage
that she has not gotten out of the original tires; in other words credit her
55% of the tire’s value. We are offering to honor the manufactures warranty and
give her a credit towards new tires. We believe that this is a fair offer and
will not be making a different offer 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].        As I stated previously, I stand behind the discount that was already offered to Mr. [redacted]. To state Mr. [redacted]’s position on this matter again, he believes that he is entitled to free tires because it is his belief that our shop did not rotate the tires once a year and a half ago. As I detailed on my first response, Mr. [redacted] had exceeded the mileage recommendations between rotations, which is not something that our company is responsible for.        My suggestion to Mr. [redacted] is to contact the tire manufacturer and start a mileage claim with them because that company determines the mileage rating on the tires. Mr. [redacted] is absolutely not entitled to free tires and our company will not be honoring his request. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
            We would
like an opportunity to review the documentation Mr. [redacted] should be able to
provide us for the work of ours that was said to be wrong...

from [redacted]’s. The
work is under warranty with our company and if the wrong spark plugs have been
installed Mr. [redacted] needs to give us an opportunity to correct this problem.
 Please forward a copy of that [redacted]’s
invoice or estimate so that we can fully review this matter.  
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

I have indeed return on 3 different occasions within a 3 week time span for the repair of the EVAP canister. Which was never resolved. At that point I needed a second opinion. I took it to my other mechanic which he found other problems with my vechile in which I paid Monro to fix in December. If...

Monro had fixed the problem from the beginning in which I paid them for multiple of times, I would have never had to go pay someone else to fix the repairs in which Monro failed to repair.

This letter is in response to the complaint from [redacted] P. [redacted], #[redacted].             Mr. [redacted] had previously contacted our corporate headquarters regarding this situation. Our office has explained to Mr. [redacted] that we are happy...

to replace all of his wheel covers for him, but that we are unable to find a matching set for him. We have offered to reimburse Mr. [redacted] for the wheel covers if he can find a replacement set that he would like. Our offer still stands to reimburse Mr. [redacted] for the wheel covers should he be able to find them; if we can find them for him we will gladly order them and install them for Mr. [redacted]. Mr. [redacted] has already contacted The New York State Division of Consumer Protection to file this complaint and we will respond in time to that agency as well. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted]. Ms. [redacted] originally brought her vehicle to our shop where our technicians found that the vehicle needed a new battery and a fuel pump. During this visit, Ms. [redacted]’s vehicle ran out of gas and our shop had to purchase...

gasoline for her vehicle in order to get it started. Our shop replaced these components for Ms. [redacted] and sent her on her way. According to our shop, every time that Ms. [redacted]’s vehicle has been at our shop it is nearly out of gas; this is known to cause problems with the fuel delivery system in nearly every vehicle. Ms. [redacted]’s vehicle would not start the day after the first service and had the vehicle towed back to our shop. The battery was determined to be defective and was replaced at no charge. A week later, Ms. [redacted]’s gas gauge was not working and brought the vehicle back to us. Our shop found that Ms. [redacted] had once again ran the vehicle out of gas which caused the fuel pump float to become stuck; once more, gas was added to the vehicle and the gas gauge began to function correctly. I understand the frustration of having to return several times to a garage in such a small time frame, but our company is only responsible for the visit for when the battery failed. If Ms. [redacted] had to pay out of pocket for the towing service that day I will be happy to refund her for that expense. As customer service gesture, I am happy to refund Ms. [redacted] for half of the cost of the battery that we sold her in addition to the aforementioned tow bill.     Thank you for your time,  Kyle Peterson Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].  I am not authorizing the replacement of the tires in question; the tires being out of balance is not going to cause the tires to wear unevenly in any meaningful way. As stated previously, I am happy to review the documentation Ms. [redacted] has for a refund. I will need to review the documentation before a refund will be processed but I am willing to review it if Ms. [redacted] provides it to me. Thank you for your time, Kyle P[redacted] 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 submitted a receipt from Monro Muffler showing PA. inspection performed on 5/11/17.  Submitted was the safety inspection from Monro indicating that the rear brakes were at 7/32 at the time. Also submitted was a receipt from [redacted] indicating the damage that was done and the repairs.  A picture of the rotor was also submitted.The vehicle was not serviced by anyone in between the two dates.  The brakes were noted to be at 7/32 when Monro inspected the vehicle on May 11, 2017.  The caliper and shim kit were in place prior to Monro pulling the wheels for state inspection.  How can brake pads be at 1mm in less than 2 months' time and the shim kit be displaced causing the rotor to be damaged.This is well maintained vehicle with ALL services being performed at Classic Lexus. PA state inspection was not able to be performed there because this dealership is out of state.The service advisor from [redacted] can speak on my behalf. 
Regards,
[redacted]

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.
Regards,
[redacted]
Please be advised that the refund given to me was for work Monroe muffler did on my car.  These repairs to my brakes were done incorrectly and I was asked by Monroe management to go to a place that could do the job right.  I went to Midas and they corrected 1 of the mistakes (pads installed backwards) but upon inspection of Monroe's work, Midas found that the Monroe mechanic stripped the top caliper bolt rendering the caliper unsafe.  I want Monroe to fix or pay for a new caliper since my car is unsafe from work done by Monroe.  Midas took pictures and video of Monroe muffler mistakes.  My next step WILL be small claims if Monroe continues to play games as they are putting all of their customers in danger doing work like this on peoples brakes!  Pictures and video were provided to Terry H[redacted] at Monroe muffler.

This letter is in response to the complaint from [redacted], #[redacted].
            This matter
needs to be dealt with by our Risk Management Department. I have sent a copy of
this complaint and the information Mr. [redacted] has provided...

to our Risk
Management Department. A representative should be contacting Mr. [redacted] soon
to discuss this matter.
 Thank you for your time,
Kyle P[redacted]
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.
Regards,
[redacted]
They have at this time only reimbursed $150 of my bill. They still need to send addition $160 once I get that I will drop the compliant they have said that they will send the rest.

This letter is in response to the complaint from [redacted], #[redacted].         Mr. [redacted]’s vehicle was initially worked on to resolve an issue with a coolant leak found at that time in early November. When Mr. [redacted]’s vehicle was brought back in December, our shop...

warrantied out the work previously done and found severe issues with the vehicle’s engine. Our shop extensively noted the issues found with the engine at that time and Mr. [redacted] declined to come see what our shop found and declined all repairs recommended to him.         Our shop resolved the issue with the cooling leak and the issues that the vehicle is currently having are unrelated to anything our shop has done. I have included a copy of the invoice from December 8th to support our company’s position on this matter. Due to the current issues being unrelated to our shop’s service, I see no reason why our company would owe Mr. [redacted] back for the repairs previously performed. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Lindsay
[redacted], #[redacted].
            Our records
show that Ms. [redacted] purchased three tires for $86.99 per tire on 3/27/2014 and
at the time declined an alignment and the road hazard...

coverage. Our corporate
headquarters has not been contacted by Ms. [redacted] previously and we always
appreciate an opportunity to resolve customer complaints ourselves. We show no
record of Ms. [redacted] returning for tire rotations or alignments at any point
after she purchased these tires. If the customer does not maintain their tires
there cannot be a guarantee that the tires will last as long as the tire manufacture
states they will. Had the customer aligned the vehicle and properly rotated the
tires we would be willing help address this issue. We are unsure of how Ms.
[redacted] arrived at a desired settlement of $500.00 but, she got use of the tires
and did not maintain them. It is not our company’s responsibility to reimburse
for tires that the customer did not maintain themselves. At this point we are
not willing to offer anything to Ms. [redacted] for the tires she did not properly
maintain.
 Thank you for your time,
[redacted]
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.
To better clarify my defense against Munro's statements that our bank account was overdrawn and we should know the balance in our account before making charges - we DID know our bank account balance.  When we walked into Mr. Tire, we requested a specific tire, which we were told would cost approximately $180, including installation.  When Mr. Tire came out to say the tires were installed, they did not tell us it was with different tires, which cost more, and had a higher total cost.  We were unaware that they put different tires on our vehicle, so we didn't think much of it as they processed our transaction without relaying the new total.  We became aware of the price difference after the charge was already processed to our card.  If we had known that the tires put on the car were more expensive, we would not have allowed them to process then transaction since we did not have enough to cover that amount. Since the transaction was processed, we were at the mercy of the refund processing time before the funds were re-deposited into our bank account.  I hope this clarifies our complaint.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].             I have discussed this matter with the Store Manager at our location and I have told him to stop contacting Ms. [redacted] about this matter. I apologize that our...

shop did not have the proper parts to fix this vehicle on the first visit. We will not be pursuing Ms. [redacted] for anything further and while I am disappointed that she did not get the service done with our company, I am glad that she got her brake issue resolved. I wish Ms. [redacted] the best in all matters moving forward. Thank you for your time, Kyle P[redacted] 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 have been in contact with a [redacted] that expressed that the alignments that and extra labor I paid for after my original service would be refunded to me. The vehicle has not been modified by myself and I had no indication of this until the Monroe shop expressed the issue. That being said, I have been advised that it should be the professionals working on my vehicle to bring these issues up to me. That is why they are in business to provide a service that others cannot do or have the knowledge to do.Tire Barn should have expressed to me that they could not align the vehicle properly when they looked at it the first time months ago. That is there job and responsibility as a business providing those services. It is their duty as a respectable business to inform me is they have issues that cannot be resolved. However, they neglected to do so and charged me throughout the process for these services over and over again. That is clearly a sign of misinforming the customer, or neglect to express that they could not provide the service correctly.I am still awaiting the refund that was submitted by [redacted] that includes the excess labor and alignment charges I incurred. thank you
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].
            A check was
mailed for $32.39 on Monday, October 19th. Mr. and Mrs. [redacted] should
receive this check within...

the week. I appreciate their patience in allowing us
time to get this handled for them. I would also like to apologize for us
charging Mr. and Mrs. [redacted] for this to begin with.
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             Several representatives from our company have already explained our position on this matter to Mr. [redacted]. We have explained to him that the...

reason his brakes failed the way that they did is because he neglected to fix the brake pads and rotors which in turn caused the caliper to fail. Our company did not cause this issue and we are not taking responsibility or offering anything to Mr. [redacted] at this point. Thank you for your time, Kyle P[redacted] Customer Service Manager