Monro Muffler Brake, Inc.

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 time to request a refund. I sincerely apologize that she was not contacted back by any of our representatives regarding this issue. If Ms....

[redacted] can provide me with the invoice information from her daughter’s invoice I will gladly refund her for the road hazard warranty she did not want to purchase. I need the invoice number and the name of the customer on the invoice along with the date of the service in order to proceed. 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.
[redacted] charges were sent to [redacted] as requested on May 16 at 7:43 PMSince they said they were not received I sent them again to [redacted] on May 31st.Also sent to  Mrs Yanneris C[redacted] at Monro customer service on May 31st at 4:29 PM.I have talked to Mrs C[redacted] today to confirm she received the documents.[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.
I did NOT sign an estimate for 1600.00 for a 15 year old car.THey are lying. I signed the FINAL bill because what will I do? they would call the cops. I did NOT NOT NOT sign an estimate for that much work first. It was for the pipe and ONE strut. I am very sickened by this. I was taken advantage of because I had no husband to bring with me.I am so upset.So thanks for your time, but I lose again, and I swear to you I did not sign an estimate for 1600., just the final bill because I was in shock.  So I will make sure everyone I know will never set foot in Monroe muffler again. I will spread the word about Monroe Muffler.
Regards,
[redacted]

This letter is in response to the complaint from Michael
[redacted], #[redacted].
A check for $575.10 is being mailed
out to Mr. [redacted] on 2/12/2018 to the address he provided to our corporate office.
It is my understanding that this refund resolves this situation for Mr.
[redacted] and I would...

ask that he clarify why if it is not. I appreciate Mr.
[redacted]’s patience throughout this process and I hope he will continue to use
our company for his automotive service needs.
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] D. [redacted]s, #[redacted].                    I will honor Mr. [redacted]s’ request for a reimbursement and our company owes him an apology for the inappropriate and rude...

comments made by our Store Manager. I will address the comments made to Mr. [redacted]s by Chris at our shop and I assure all parties involved that the appropriate disciplinary action will be taken by our company to address those comments.         Mr. [redacted]s used a Visa Card to pay for our shop’s service and this card will be credited $197.34 on 4/25/18 which should be available on this account within three business days from tomorrow’s date. I apologize again for this issue occurring and the inappropriate way that our Store Manager handled this matter. I wish Mr. [redacted]s the very best moving forward. Thank you for your time, Kyle [redacted] Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable so that I can be done with ever having a relationship with this location and company.  I have attached the receipt, but I do want to note that I will not be returning to the Calcutta Monro location.  I would suggest you send an undercover mystery shopper to this location to see the type of people employed there & to see the type of service they are providing which is improper repair work. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].         Mr. and Mrs. [redacted] brought their vehicle to our shop and asked us to fix the brake noise that they were hearing and we have resolved that issue for them. It is my understanding that the...

price of the service was agreed upon and paid for before Mr. and Mrs. [redacted] left the vehicle at our shop. Our shop tried to reach Mr. and Mrs. [redacted] several times by phone to explain what they had found wrong with the vehicle, but the calls were not answered.        Our shop went ahead and fixed the vehicle’s brakes, since that was the reason the vehicle was brought to our shop in the first place; at no point did Mr. [redacted] state that if the front brakes were the issue, he would not want us to perform the work. I agree that our shop did not invoice this work out correctly, and our District Manager has already offered to refund $100.00 back to Mr. and Mrs. [redacted] for this inconvenience. In order to try and resolve this matter, I am willing to refund $150.00 back to the Visa Card that was used to pay for this service. If this is an agreeable resolution, I would ask that Mr. and Mrs. [redacted] confirm so through this Revdex.com complaint. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
             Mr. [redacted]
states that he has work corrected at a shop outside of our company after we
last worked on the vehicle on 7/5/2015. We ask that Mr....

[redacted] supply us with a
copy of that outside shop invoice so we can review all of the documentation related
to this complaint.  
 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 had received no reply from this company in response to my complaint.  The reply they have just issued is evasive and makes no sense.  Just because they delayed in reply to my complaint does not make the complaint untimely nor invalid.  There is a 3 year statute of limitations in Maryland regarding such complaints, and not even a year has passed.   Further, I brought this matter to their attention in a timely manner.   They have not denied causing the damage, yet simply do not want to be responsible for their actions.  It is shameful for such a large company to perform is a negligent manner and then seek to escape liability.  The rim damage was their fault and I have suffered a loss, accordingly I would like to be made whole from this damage.  In addition, I saw other Revdex.com complaints about this location for the exact same matter and they were resolved.  Please persue this claim on my behalf.  Thank you.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].
            Ms. [redacted]
contacted our corporate office for the first time on Tuesday, June 30th,
2014 to file a complaint. She explained that several warning lights...

came on in
their vehicle and that she was blaming us for this. The last time we touched
her vehicle was on March 9th, 2015. We explained that we do not have
the proper tools to diagnose and repair the warning lights that were present
and recommended Ms. [redacted] to an Audi dealership. We explained that if Audi
could determine that the work we performed caused the issues, we would make
right on this. Ms. [redacted] contacted us back and demanded that we pay the
$440.00 bill from Audi right then and there, without allowing us to review the
invoice of services Audi performed. We asked Ms. [redacted] to send us the bill for
us to review. The last communication that we had with Ms. [redacted], she stated
she would be contacting her lawyer. We are currently awaiting documentation
from Ms. [redacted]’s lawyer.
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from C. [redacted], #[redacted].            As I previously stated, I will not accept handwritten notes on a typed invoice from an outside shop as proof of a mistake our shop made. For all intents and purposes anyone could have added the handwritten notes on Ms. [redacted]’s invoice and I find it suspicious that the issue pertaining to our work was not typed in. Why would an outside shop document all other information and then write in what issue is supposedly caused by our work? I do not accept this documentation and I will not be doing anything for Ms. [redacted] at this time.  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.
For the record, the computer scan was not something I "felt was overcharged for," rather something I've proven to be completely unnecessary.What Mr. [redacted] fails to realize and address is that I was was guaranteed by a store employee AND a customer service representative that I only needed the prices of the parts in the form of a quote in order to receive the price match, not the labor.  Furthermore, since Monro needs a quote so specific to what was done by needing a labor quote, I am only able to get a quote from the competitor selling the parts that doesn't represent the exact service done to my car, which further shuts me out from being able to do the price match that I was guaranteed in the first place.In addition, Monro has yet to address actual customer service and satisfaction.  This whole time, aside from a letter I got for the refund of the scan, which "represents a reimbursement for customer satisfaction," not once have I been contacted directly by Monro regarding the emails, phone calls, and customer satisfaction surveys I've sent.  Not once has the actual poor service been recognized, and not apology has been given.  Would you really trust the rest of the work done on your car after you've proved part of it to be completely fraudulent, and would you really trust a place of business after being told one thing that you'd be helped out with and being denied of it later?  I'm starting to wonder why my brakes in the front are squeaking after they only replaced the brake pads and rotors a month ago.I did receive the refund for the amount of the scan, stated to me in a letter from [redacted] K. [redacted], the Director of Customer Service at Monro, in which he stated that it "represents a reimbursement for customer satisfaction," to which I mailed him back a letter explaining that this is not the case.  I have since written and mailed him a letter back to know that this blatant lack of customer service is unacceptable.  Monro would have plenty to "offer" me if they actually listened to what I had to say, therefore I firmly reject Mr. [redacted]'s response.
Regards,
[redacted]

This letter is in response to the complaint from Ursula
[redacted], #[redacted].
We would ask that Ms. [redacted]
provide us with the invoice from where she had the vehicle inspected after our
service to confirm her claims. Once we have an opportunity to look at the
documentation she can provide...

us we will respond accordingly.
 Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             After our service was performed Ms. [redacted] went to the dealership for an issue that was unrelated to our service. The dealership detailed that there were bolts on the frame that were incorrect and cross threaded along with several leaks present on the vehicle. The dealership invoice does not specify any issue with the rack and pinion that we installed and the rack and pinion itself would have been bolted into the firewall, not the frame. Our company is not offering any refund at this time because the dealership did not specify any issue with the work we performed, and there is has not been any complaint regarding the tight power steering issue Ms. [redacted] came to us with.   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 find that this resolution is satisfactory to me.  I   have  now received my car as of 3/31/2018. Thank you.[redacted]
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].
            I would
like to start by saying that if Mr. [redacted] contacted our Customer Service
Department to report this issue we would have handled his request...

immediately. We
always appreciate the opportunity to make a situation right by our customer’s
before they contact a third party to seek their assistance. I would like to
explain that according to what I found, Mr. [redacted]’ vehicle requires over 5
quarts of oil. Our policy is to charge for the sixth quart if more than five
quarts of oil is needed. I understand that this was not explained to Mr.
[redacted] and because of that I am more than happy to refund him for the
difference between $21.19 (the $19.99 plus tax) and the price he ended up
paying. The refund for Mr. [redacted] will be processed on 10/1/2015 back to the
Visa Card he used to pay for the service. If Mr. [redacted] has any questions or
concerns about this, or any other matter in the future I want him to know that
we have a team here at the corporate headquarters dedicated to resolving any
issue our customers may encounter.   
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        Mrs. [redacted] has been told on several occasions that we will not be taking responsibility for the brake line that burst after the vehicle left our shop. The brake line that ruptured...

sits above the frame of the vehicle and is not anything that our shop could have damaged while the vehicle was in our possession.        Furthermore, our Market Manager has spoken with [redacted], the customer we initially dealt with at the shop, who admitted to our Market Manager that his mechanic had told him that the brake line burst due to being rusted and corroded. Ms. [redacted] has been aware of our company’s position for nearly two months now and our decision has not changed. Our company will not be taking any further action to address this complaint. 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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].        If Mr. [redacted] is still having issues with his tires leaking air I would suggest he return to [redacted] where they last sealed his tires as there could be an issue with the work they performed. Mr. [redacted] did not purchase the tires from our company so we will not be providing him with new tires at our expense. As I previously stated, we have reimbursed Mr. [redacted] for the expense to correct our work eight months after it was performed, well out of the range of our warranty, and we will not be taking any further action with regards to this complaint. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].                   After reviewing the situation further I agree that Mr. [redacted] is due an additional refund. While it is not my belief that Mr. [redacted] is due a refund for our service and the service from [redacted] Subaru both, I do agree that Mr. [redacted] is entitled to a refund for the total paid to [redacted] Subaru to correct our shop’s poor work.        Mr. [redacted] has already been refunded $245.19 back to his Visa Card for the total amount paid for our service. I will process a check refund for Mr. [redacted] in the amount of $298.53 to make up for the difference between what has been refunded and the $543.72 paid to [redacted] Subaru.  Thank you for your time, Kyle P[redacted]Customer Service Manager