Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].             Mr. [redacted] contacted our corporate headquarters via email in January regarding this issue. We immediately turned this matter over to our Risk Management...

Department. Our Risk Management Department has investigated this matter but need the documentation from Mr. [redacted]’s mechanic in order to move forward on this. Please fax the documentation you have on this to ###-###-#### attention: [redacted].  Thank you for your time,  Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         I listened to all three recordings that Ms. [redacted] provided from her interactions with our shop. At no point did our Store Manager Bob admit that we removed the two rear tires and planted a nail in...

them. Bob thoroughly explained that the rear tires were not removed when we replaced the front brakes and front tires.         In the recording Ms. [redacted] also accused our shop of causing one of her hubcaps to come off her rear wheel, not one of her rims like she stated on this complaint. Bob explained again that we did not touch or remove the rear wheels and that a hubcap missing from one of those rear wheels could have been caused by a number of things. Ms. [redacted] insisted that she was not missing that hubcap when the vehicle was brought to our shop originally. Bob showed Ms. [redacted] that the wheel had significant dirt and grime built up and that would not be the case if a hubcap had just been lost a few days prior.         During the recordings Ms. [redacted] repeatedly asked for discounts on the service and after being shown the discounts already applied to the bill, she then stated to our shop that she was not being discounted enough. Ms. [redacted] asked for a discount on top of the discount that was already applied to the oil change she was receiving, to which our shop agreed and applied an additional discount.         Nothing that Ms. [redacted] has claimed had happened in this complaint was said or confirmed in the recordings she provided and there was absolutely nothing mentioned with regards to the brakes being done incorrectly by our shop. I find it odd that Ms. [redacted] would record someone without their knowledge before any issue even occurred.         I believe that our Store Manager Bob handled this situation very well with exception of the very end of the conversation when he became verbally frustrated with Ms. [redacted] and her multiple accusations against our shop. I would encourage all parties to review the recordings to hear firsthand the discrepancies between the content of this written complaint and the recording of what was said at our shop. I will not be taking any further action to address Ms. [redacted]’s complaint and I will not be honoring her request for a refund.     Thank you for your time, Kyle P[redacted] Customer Service Manager

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. And just to be clear, though I do understand that they did not INTEND to mislead me, IT STILL HAPPENED. And it never should have. I will however find that this resolution is satisfactory to me, and accept the refund offered.  
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].        I would ask that Ms. [redacted] bring her vehicle to a dealership or outside shop of her choosing and pay to have a diagnostic test done to determine what is causing her vehicle’s issues. I will gladly...

reimburse Ms. [redacted] for any diagnostic fees up to $200.00, which should fully cover any expense to have the vehicle diagnosed.        I would like to apologize to Ms. [redacted] for the conflicting information given to her by our previous and current Store Manager and I apologize for any inconvenience this situation has caused. If Ms. [redacted] could please forward me the diagnostic invoice, I will reimburse her for that expense and I will let her know of the next step at that time once I have reviewed the outside shop’s findings. 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

This letter is in response to the complaint from [redacted] J. [redacted], #[redacted].             We processed the refund that Mr. [redacted] requested back to his Master Card today. This credit should be back to his account within three business days from...

today’s date. I apologize to Mr. [redacted] for the inconvenience of this issue and I wish him the best in all future matters. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] T. [redacted], #[redacted].         There is no reason why we would not fix items that were in need of replacement had they been found to be problematic when we looked over the vehicle. Had our shop been able to duplicate the noise that Mr. [redacted] asked us to find, we would have absolutely repaired those components for him at that time.         I do not agree that our company is responsible for the rear brake issues seeing as though that was the purpose of Mr. [redacted] originally coming to our shop. While admitting no responsibility for the rear brakes, I am willing to refund Mr. [redacted] for the $114.55 paid to work on the front brakes because this did not resolve the issue he came in with. If Mr. [redacted] is willing to accept this offer as a final resolution to this matter, I would ask that he confirm so through this complaint.    Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Steve
[redacted], #[redacted].
            We will gladly
refund the amount paid for the road hazard coverage, but we are unable to find
an invoice for a [redacted] in our invoice database....

Please supply a copy of
the invoice or the shop address and invoice number so that we can process this
refund. We want all involved to know that had Mr. [redacted] contacted our
corporate headquarters directly about this matter we would have handled this request
promptly.  
 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.
The company did refund the labor covering the driver side labor. I called and spoke with them when I discovered the problem and they said that they would reimburse the labor for that side... I then asked what happens when I take the other side apart and find the same issue? (which was the case) they did not press bearing in enough to install a retaining clip. This directly caused the failure of the bearings, that being said, the labor for BOTH sides should be reimbursed. I did provide the parts, but the actual service /labor was incorrectly completed. I feel that I should not have been charged if it wasnt done right, especially now that it caused me to have to redo the whole process at my expense. I am so tired of big wig corporations taking advantage of people.
Regards,
[redacted]

This letter is in response to the complaint from [redacted] E. [redacted].        Frank and I both do not believe that the exhaust needs to be replaced in order to be reinstalled. Unless Mr. [redacted] has documentation from an outside shop stating that these parts cannot be used again and must be replaced, than no additional compensation will be offered to Mr. [redacted]. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted].
[redacted], #[redacted].
            Our
corporate office has never been contacted by Ms. [redacted] to report this issue.
We will be happy to review the outside shop invoice for a...

potential refund. We
apologize for any inconvenience this has caused, but we need documentation of
how this issue was fixed in order to proceed with any refund.   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.
Good Morning Revdex.com,I'm presently working with the GM/Cadillac dealership regarding my complaint ID #[redacted]. Specifically, the faulty work performed by Mr. Tire when they removed my (2) O2 sensors on my 2006 Hummer H3 and now my check engine light is still on for the exact same issue. Please Note: When aftermarket parts are used on vehicles like mine and they're not genuine GM/AC Delco parts there will be issues experienced with the vehicle. I would like to ask for (20) additional days from today's date May 27, 2016, to work with the dealership and afterwards present findings/documentation to the Revdex.com (i.e. receipts, etc). Due to the upcoming Memorial Day Holiday and scheduling; I'm requesting this additional time. Your assistance in this matter is appeciated.Best,[redacted]
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.
Consumer called and said that they had never OK'd the repairs. There was nothing in writing and the consumer did not receive an estimate.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].   Mr. [redacted] states that an outside shop corrected an issue with our work that was found after our service was complete. I would like Mr. [redacted] to provide me with a copy of the invoice from the outside shop where...

this work was corrected so that I can review the documentation pertaining to this complaint. Please submit the outside shop documentation through the Revdex.com website or fax directly 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].
            We cannot
find record of a [redacted], under this name and address purchasing tires in
April 2015. Please forward a copy of the customer invoice so we can...

have an
opportunity to properly review 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.
I'm not satisfied with the response from Mr tire. When the other mechanics let me know about the problem with the rack I contacted mr tire because the mechanics told me Mr tire was responsible for fixing it and they refused to do any further work on my car therefore I was forced to get it done by other mechanics. Thanks for your time
Regards,
[redacted]

This letter is in response to the complaint from [redacted],
#[redacted].
             Our corporate office has
been aware of this complaint prior to the customer filing with the RevDex.com. We have explained over the phone...

that the work was done under
[redacted] and that we need to speak with her regarding this issue. We
spoke with Ms. [redacted] today, June 9th 2015 and offered a full
refund for the amount they paid our company to work on the windows. Ms. [redacted] stated that she was entitled to more than that but that she would accept that
offer to pursue further reimbursement later. We explained that the offer was a
final resolution to this matter and if Ms. C[redacted] was seeking further
reimbursement we would need to take steps to protect our company. It was
explained to Ms. [redacted] that we would detail a written agreement stating this refund
would be the full and final resolution to this matter and that upon the return
of that signed release we would refund the requested amount. Ms. [redacted] turned
this offer down and stated that she would pursue other avenues. We have no
record of performing any service work for Ms. [redacted] and we have addressed
this matter to no avail with our customer. The requested refund was denied by
the actual customer and we have no further offer to make at this point.
 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.They claim "I have never been a customer of theirs" here as well. Does this company do anything besides lie? Here are two copies of the quotes that have been provided. On the one with the work done, the my is spelled incorrectly, due to the store manager at Harlem Rd. I can provide the VIN, which will match the vehicle which is in my name, the credit card number which is also in my name. This is obviously a business caught with their pants around their ankles trying to save money and face. Nothing more than a corrupt greedy money mongering cess pool. If need be, I'll happily take this to litigation.In the two attached files you can CLEARLY see that their technician states nothing else is wrong with the vehicle I purchased besides the ONE thing.Mr. [redacted] may be the highest authority in customer service affairs, but he is not the highest authority at the company and he gives the company quite a poor(er) reputation. 
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.I advised Mr. Tire Solon
that there was some information on the invoice that was incorrect before my window repair escalated into a problem. This error was never fixed on their end. My telephone number, email
address, and payment information appears on the invoice however, my mother's name does appear on the invoice.  Prior to me contacting the Revdex.com for help,  I have spoken to a number of Mr. Tire reps in dealing with my vehicle. Additionally, my mother has informed Kyle on several occasions that since her name is on the invoice, she gives her permission to  speak with me. Kyle still has not called me as of yet . In speaking with my mother she also clarified that she did not deny a refund from Kyle. She told Kyle she could not make a decision on the refund because I am the owner of the vehicle .  On Wednesday June 10th, I sent Kyle a direct email advising that I would like my windows to be repaired and he responded advising he could not assist me because my name was not on the invoice. However, 2 days later on June 12th , he called my mother to discuss repairing my windows through a company called Safelite Auto. He asked for her to confirm her address so that
he could send out the Safelite Auto Team to repair the passenger and driver side windows. He did not confirm a date or time but, advised that he would be in touch with further details.The amount of money I paid for the
repair is not as important to me as getting my windows working as Mr. Tire agreed to in March 2015.  It has been 3 months,  I am asking for fairness since we have been loyal local customers for years.   It's seems that based on my mother's
conversation with Kyle Friday June 12th that Mr. Tire Solon is willing to repair windows.