Monro Muffler Brake, Inc.

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.What I cannot understand is Monroe did the work I bought the parts MONROE did the work and completely messed it up beyond repair. So MONROE expects me to use $200 store credit that can only be used at Monroe when the actual price of a kit since they do not except outside parts now I understand why. So basically what I am saying is I have to spend twice if not more of my money to fix a screw up by them. That’s where I am unsure. Why does this get put back on me when I took my business to MONROE and they messed up and give me $200 store credit to come back and spend more of my money. 
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] 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

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]

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 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

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],
#[redacted].
             It is my
understanding that Mr. [redacted]’s exhaust issue was ultimately fixed by one of
our shops. Our Store Managers have the authority to authorize...

up to a $100.00
refund for a customer; anything above this amount requires further approval
from the Market Manager. While we completely understand the frustration of the
situation, we do not believe Mr. [redacted] is entitled to a full refund of his work.
We offered a credit of $100.00 towards any future service with our company,
usable at any location of ours. This offer was not accepted. We made this offer
to try and compensate for this inconvenience. At this point I am willing to
offer Mr. [redacted] a refund of $100.00 to resolve this matter. I would ask that
Mr. [redacted] reply whether he is willing to accept this offer before I take the
steps to have this processed for him.
 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

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

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]

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].         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], #[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

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]

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 continues to deny my request that two tires be replaced because they were not rotated. I am certain they were not and that this is the reason they have worn much more in the front than in the back. The damaged wheel should have been moved to a different axel or to the opposite side at some point in time if that were the case, yet it remains in the same place. Both of my invoices from service visits indicate that the tires were rotated during each visit, but the store advisor personally told me they had not been the second time. Why would this be listed if it was not done? It definitely seems clear that they were not rotated during either visit. I think this is more than reasonable to make me a satisfied, loyal customer. I know that I am right, and urge you the company to find it in their best interests to do this. I will be pursuing small claims court if the matter cannot be solved with replacement tires. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted] R. [redacted], #[redacted]. Mr. [redacted]’s last contact to our corporate headquarters was on the same day that he filed this complaint with the Revdex.com. Mr. [redacted]’s brakes were replaced on 7/18/2016 and his tires were replaced on...

7/19/2016. Mr. [redacted] first contacted our corporate headquarters on 7/29/2016 stating that there was a noise coming from his brakes after our service was completed. Two days after Mr. [redacted] contacted our corporate headquarters, our Market Manager in the area reported that Mr. [redacted]’s brake issue was corrected. It was not until 8/25/2016 that Mr. [redacted] contacted our corporate office again, this time reporting that there was a shaking issue on his vehicle. Again, we asked Justin the local Market Manager to get involved to fix this situation. Justin reported back a few days later that after talking with Mr. [redacted] and test driving the car with him, we could not duplicate the shaking issue that Mr. [redacted] was experiencing. Mr. [redacted] said he wanted a full refund which we stated was not something we would be considering without determining the cause of the issue. We last told Mr. [redacted] that if an outside shop could determine that the cause of the issue was due to our work then we would make right on the issue itself either by fixing the issue or refunding him for the fix.       Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         Ms. [redacted] has already discussed this matter directly with our Director of Customer Service, Terry H[redacted]. Ms. [redacted] purchased tires from our shop in early August and left our shop...

afterwards with no complaints or issues present at the time. One month later, Ms. [redacted] brought the vehicle back to our shop stating that there was a noise coming from the vehicle. Our shop inspected the key areas on the vehicle and found that the brakes on Ms. [redacted]’s vehicle were in need of replacement; the brakes were subsequently approved to be replaced by Ms. [redacted]. Ms. [redacted] insists that her brakes were not needed because the noise persisted after the brakes service was performed. Our shop reports that the brakes were making noise as well and were unsafe due to their condition, hence the need of their replacement. At a later date it was determined that one of the tires that was sold to Ms. [redacted] was defective. We have already replaced the tire that was determined to have an issue and we have offered to reimburse Ms. [redacted] for the expense she incurred to diagnose the problem with the tire, as well as the cost to rebalance the wheels at an outside shop. My Director and I agree that the brake work our shop performed for Ms. [redacted] was needed and our offer stands to refund the out-of-pocket expense to Ms. [redacted] for the issue with the tire.    Thank you for your time, Kyle P[redacted] Customer Service Manager

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

This letter is in response to the complaint from [redacted], #[redacted].             Mr. [redacted] is stating that our work had to be corrected by an outside shop. Please submit a copy of the outside invoice to me so I can review the...

documentation in order to make the correct decision regarding this issue. Please fax the outside shop invoice to my attention at [redacted] Thank you for your time, Kyle P[redacted] Customer Service Manager