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Monro Muffler Brake, Inc.

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Monro Muffler Brake, Inc. Reviews (697)

This letter is in response to the complaint from [redacted], #[redacted].
            No
documentation has been provided that states that we caused any of the issues with
the vehicle by trying to repair a flat tire or resetting the air pressure. No
refund will be issued without documentation that states how we caused all of
these issues.
 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.  On top of the refund, I would also request a phone call from the shop manager to apologize for yelling at my wife, as well as a phone call from the regional manager RJ N[redacted] apologizing for his constant refusal to return my calls and work this out.  I have left him numerous messages and only got one returned call, which is when I had to call multiple locations to track him down.  When we did speak he was extremely rude.  I find it extremely unnecessary that I have to take this issue this far.  Again, 4 visits to the shop to get a simple muffler installed shouldn't have happened.  I have attached a picture that shows where the exhaust was never attached to the muffler, which was after the 3rd visit.  
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].             Ms. [redacted] visited our shop on 5/11/2016 where an air conditioning check and dye test was performed to test for leaks in the system. According to our...

shop, Ms. [redacted] came back to our shop a few days later stating that the work done did not resolve the problem. Our shop explained that the work done prior was the initial work that might fix the issue, or it might help determine that a leak is present with the air conditioner system. At that point we explained further diagnostic time was needed along with more potential parts and services, at which point Ms. [redacted] became upset. Our shop tried to work with Ms. [redacted] but she asked for her vehicle back and a refund for the work we performed. I would like to ask Ms. [redacted] to forward me a copy of the invoice where the air conditioner was fixed so that I can review the documentation. I will be happy to review this matter further if Ms. [redacted] will forward me documentation that shows how this issue was resolved. I am not offering Ms. [redacted] anything at this time because this work performed would have been the initial work any garage would have done to try and determine a further issue with the air conditioning system. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].          As stated previously, the coolant that is used at our shops is compatible with any other coolant used in the industry and would not have cause an issue with the heater core. The last invoice from [redacted] Toyota states that mixing coolant can cause coolant to gel; the invoice does not state that this is what happened to Mr. [redacted]’s vehicle. This matter has been reviewed and considered several times and at this point we stand behind the offer made to Mr. [redacted] already to have this service done at a discounted rate. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] C. [redacted], #[redacted].        Mr. [redacted] believes that our company purposely damaged his vehicle’s exhaust in order to make a sale. No recommendations were made by our shop on repairs the vehicle needed because Mr. [redacted] made...

it very clear that he only wanted our shop change the vehicle’s oil. Without inspecting any components on this vehicle, our shop did not take time to note items that were in need of replacement, such as the exhaust pipe Mr. [redacted] is claiming our company damaged.        It is not our company’s belief that Mr. [redacted]’s exhaust was damaged during our oil change service on January 30th. The vehicle in question is fourteen years old and is reported to have significant rust issues which would attribute to components breaking such as exhaust pipes. Our company will not be taking responsibility for this matter and we will not be taking any action at this time to address Mr. [redacted]’s allegations. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].           Mr. [redacted] was initially overcharged for work that was under warranty from earlier this year. Mr. [redacted] has already been refunded $348.80 back to his Master Card for the overcharge...

on this recent work. At this time the only items that Mr. [redacted] has been charged for recently are the calipers and the brake fluid flush. Mr. [redacted] is not mentioning that in less than a year he has put approximately 35,000 miles on his truck, which is plenty of time for brakes to need to be replaced. We will not be issuing Mr. [redacted] a full refund and I consider this matter resolved with the refund that we have already issued to him.  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] T. [redacted], #[redacted].   Mr. [redacted] brought the vehicle to us late on the Saturday of a holiday weekend. Once the work was underway we noticed that the water pump housing was cracked and needed to be replaced; this is a dealer only item and...

the earliest this part could be obtained was the following Tuesday. This water pump housing that no one initially expected to need to be replaced was discounted 50% in an effort to try to keep Mr. [redacted] happy on this unexpected expense. I am uncertain why Mr. [redacted] is referencing $2500.00 because he was only charged $1453.33 for the total service. I understand the frustration Mr. [redacted] has with the situation, but sometimes shops are forced to wait on parts that are not immediately available and sometimes additional work is found wrong with the system we are working on that will need to be repaired. Our Store Manager never told Mr. [redacted] that he had to “eat the cost of our mistakes” and I am not authorizing any refund to Mr. [redacted] at this time because the work performed has no issue at this time. Mr. [redacted] has been a great customer over the years and because of that I would like to offer him $100.00 in service credit that he can use with our company towards any service that we offer.      Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].         I apologize to Mr. [redacted] for these issues and for the lack of follow up from our department; however I cannot find any record of us receiving any voicemails or e-mails from Mr. [redacted] at this time. ...

        I do not have the means to pay for Mr. [redacted] to have his vehicle checked over and cleaned, but I can offer to reimburse him up to $250.00 in total to have these services done with, no questions asked, as long as he can provide me a paid invoice or receipt for said services. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Thomas
[redacted], #[redacted].
            This matter
was discussed at length with Mr. [redacted]. This work was agreed to and was paid
for. Mr. [redacted] had agreed to the work to be performed, but his wife had taken
exception to this. The work was performed and paid for. We are not offering to
do anything for Mr. [redacted] 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].        I have personally spoken with Ms. [redacted] about this situation and I recently left her a voicemail stating that I agreed that our shop misdiagnosed the air conditioning issue and that I felt she was...

owed back the money she spent at our shop. I also explained in the voicemail that it will be the credit card company that would be issuing the credit and that it was nothing that I could expedite the process myself. Ms. [redacted] should see this credit back to her account within the next few weeks. This situation could have been handled much more quickly had Ms. [redacted] simply contacted our company first instead of disputing payment with the credit card company. Our company is not looking to collect the money that Ms. [redacted] paid to our shop and this matter has already been handled. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].          Mr. [redacted] has been in contact with our corporate headquarters and Rayanne, our local Market Manager, regarding the situation with his brakes. Rayanne has recently explained to Mr....

[redacted] that our shop cannot duplicate the sound that he is experiencing and has asked Mr. [redacted] to bring the vehicle to our shop after it has been driven during the day when this issue normally occurs. At this point we are waiting for Mr. [redacted] to bring the vehicle back to our shop so that we can hear the issue that Mr. [redacted] is experiencing. We very much want to resolve this issue for Mr. [redacted] but before we know how to fix the issue we need to identify it first. I would ask that Mr. [redacted] communicate with Rayanne on the best time to bring the vehicle in to our shop so that we can diagnose this brake noise he is experiencing. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        Ms. [redacted] is blaming our company for issues present on a vehicle that she purchased from a third party. That third party is said to have told Ms. [redacted] that the vehicle was ‘fine’ before she...

purchased the vehicle. I do not believe that it is fair to blame our company for how an individual described his or her used vehicle before selling it to a private party.        Ms. [redacted] has previously been told that our company will not be reimbursing her for work that the vehicle needed and I stand by that decision. I apologize to Ms. [redacted] for this issue occurring, but I fail to see how our company is responsible for this matter. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted]. I would like to apologize for the poor communication and service Mr. [redacted] received from our shop. This alignment is under warranty with our company and I would be more than happy to assist Mr. [redacted] with getting this...

alignment corrected under warranty with this location, or another location of ours if Mr. [redacted] is willing. I understand if Mr. [redacted] is not keen on letting us fix this under warranty, but I would ask for the opportunity to let us fix this for him. I would be happy to offer a partial refund for Mr. [redacted] once we get this alignment corrected for his inconvenience. If Mr. [redacted] is not willing to let us fix this I will refund him for the service as I do not want to aggravate him further on this matter. I appreciate Mr. [redacted] informing us of this complaint and I hope we can resolve this matter to his liking. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] D. [redacted], #[redacted].             It has been ten months since Mr. [redacted] had been to any of our shops for service. I cannot find any record of Mr. [redacted] contacting our corporate...

headquarters to report this issue or try to seek assistance in resolving this issue. I would ask Mr. [redacted] to forward me documentation of this air conditioning issue being fixed so that I can review this matter in its entirety with my superior. Thank you for your time, Kyle Pe[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         I would like to apologize to Ms. [redacted] for the delay in honoring this promotion for her. This promotion became wildly more popular than we had expected it to be and because of that we had a delay in...

mailing out these reward cards to our customers. I sincerely apologize to any customer who had to wait longer to receive their card than the 6-8 weeks that we originally estimated for delivery. I have confirmed that Ms. [redacted]’s card has been mailed. I would expect that the card will be delivered to her within 10 business days, if it has not already been delivered. I apologize again for the delay and I hope our company can service Ms. [redacted]’s vehicle again in the future.  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 been a faithful customer for over 8 years and the business is correct in that this type of service I experienced is rare. I thank you for your prompt response and will continue to trust Monroe Muffler for any future needs.Sincerely,
[redacted]

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]
I have arranged to meet with the district manager on Friday the 30th to review the complaint. have not gotten a resolution yet.

This letter is in response to the complaint from [redacted] N. [redacted], #[redacted].               I would like to start by apologizing to Ms. [redacted] for how this was handled by our Store...

Manager; any time a customer feels that they have not been given our full attention and appreciation it is an issue we need to know about and address. I will address this issue with our personnel with the District Manager and take appropriate disciplinary action against the Store Manager. Based on the wording of Ms. [redacted]’s complaint I am unclear on whether this issue has been, or has yet to be resolved by an outside shop. I would ask that Ms. [redacted] clarify that and forward any documentation to me regarding how this was fixed if the tire sensor light indeed has been fixed already. If Ms. [redacted] has documentation on this fix, I would ask that she forward that via fax to my attention at ###-###-####.  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 Mr. [redacted] contacting our Customer Service Department at any time to file a complaint. The first brake service that I can find on his vehicle was performed on 12/8/2015. Our shop recorded the...

mileage on the vehicle at the time as 88,627 and replaced the front brake pads and rotors. Mr. [redacted] returned on 3/9/2016 and we replaced the brake pads and one caliper for him. Mr. [redacted] drove his vehicle 14,158 miles between the two services, which is more than enough time for an issue with a caliper with 102,785 miles on it to develop. Mr. [redacted] returned on 4/15/2016 and requested an alignment; there was no issue with his brakes brought up at that time or any time since. I do not believe that the work performed on the two brake services is a problem; furthermore, Mr. [redacted] brought up no issue with his brakes when he was last at our shop. Mr. [redacted] states that he will be going to an outside shop to verify what work will need to be done to his brakes. Mr. [redacted] is welcome to return to our shop after he goes to the outside shop, but I will not be authorizing a refund for him for work that our company can perform. Thank you for your time, Kyle P[redacted] Customer Service Manager

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Address: 1656 4th Ave, Charleston, West Virginia, United States, 25387-2414

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