Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted], #[redacted].             Ms. [redacted] believes that our shop should have replaced her brakes sooner, despite the fact that there were no issues with her brakes at all prior to...

late May, 2017. If our shop had replaced the brakes prior to the service in May, then our company would have been selling Ms. [redacted] a service that she truly didn’t need at that point. Ms. [redacted] contacted our corporate headquarters after she approved the service to be done and after she had paid for the work to be performed. There is no issue with the work that our shop performed and we will not be honoring Ms. [redacted]'s 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].         I sincerely apologize to Mr. [redacted] for the inconvenience and aggravation caused by this situation. I will look into why Mr. [redacted]’s appointment information was not sent to the shop so...

that this does not happen to him or another customer again. I would like to provide Mr. [redacted] a $50.00 service certificate that he can use towards any service we offer, at any location, in order to try to make up for this issue. If this is an acceptable resolution, I would just ask that Mr. [redacted] confirm so and I will mail the certificate out to him.      Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].             The tires in question were purchased in October 2015 by Ms. [redacted] and at the time our shop recommended that the vehicle have an alignment...

performed. Ms. [redacted] declined the alignment and left the shop at that time. In late March the vehicle was brought back to our shop and the customer complained about needing an alignment. Our shop checked the alignment and found that the alignment was out of specification to the extreme and the front end required work as well. Our shop offered to discount the work but no agreement was made with Ms. [redacted] or her son. The customer then accused our shop of swapping the tires out for bad tires so that we could make a sale on work that did not need to be done. Our shop would not have had time to what Ms. [redacted] is accusing us of doing and simply put, what she is saying is not feasible. The reason why Ms. [redacted]’s tires were badly worn is because she declined an alignment at the time of the tire sale in October. I have included a copy of the invoice from October to support my claim. I do not find fault with anything our shop has done and I will not be offering anything to Ms. [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] L. [redacted], #[redacted].             This tire would have been replaced at no charge for Ms. [redacted], had she purchased the optional road hazard warranty. As a gesture of good customer service,...

our shop replaced the tire at a heavily discounted rate when she brought the tire back to us damaged beyond repair. Two weeks after the original service, Ms. [redacted] declined the road hazard warranty again while having the damaged tire replaced. Our shop has no control over tires being damaged when the customer is driving their vehicle and our shop has done nothing wrong in this case. I will not process the requested refund because our company has done nothing wrong; Ms. [redacted] chose not to purchase the road hazard warranty and will need to pay in full for tires if they get damaged again. 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.  Thank you. :)
Regards,
[redacted]

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted].         According to the Store Manager and the technician who worked on Mr. [redacted]’s vehicle, nothing at all was mentioned about a burning smell and all that was requested was a...

brake inspection. Mr. [redacted] approved the brake work that was recommended to him and left the shop.         I cannot find any record of Mr. [redacted] contacting our corporate headquarters to report any issue with the service. Our company advertises $109.00 per axle for brake pads or shoes and does not include rotors or calipers along with that price.         I apologize to Mr. [redacted] for any miscommunication that occurred on our shop’s behalf; however, the brake work that our shop performed was needed and there would be no reason why our shop would not want to diagnose the burning smell coming from the alternator, because that would have been an additional service to sell to Mr. [redacted].         I have attached a copy of Mr. [redacted]’s invoice to show that the only service requested was for our shop to check the vehicle’s brakes. I am not willing to refund Mr. [redacted] at this time and I do not believe that our shop did anything wrong.  Thank you for your time, Kyle P[redacted] Customer Service Manager

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].             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

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], #[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].        The full refund of $774.72 will be processed to Mr. [redacted]’s MasterCard on Monday, June 26th. This credit should be applied to his account within two or three business days from that date. I apologize for the delay in handling this complaint and I appreciate Mr. [redacted]’s patience throughout this process. I would like to thank Mr. [redacted] for his patronage over the years and we hope that he will continue to use our company for his automotive service needs.     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.
It is clear again by the response form Monro that this organization is just resistant to doing the right thing by the customer.  I was offered nothing.  It is clear in their statement I was offered nothing as the buy three tires get one free is a promotion they have been offering to every customer for over a year on [redacted] tires and is not a resolution to my complaint.  To make matters worse I paid almost $200 for a wheel alignment in October from Monro and just yesterday I bought new tires from Goodyear as Monro clearly is not willing to do right by the customer and had to pay again for a wheel alignment as the front wheels were still out of alignment from the work I paid Monro to do the month prior.  Monro needs to do something legitimate to resolve my complaint as now the improper wheel alignment has cost me even more money.  It may be time to move on to Attorney General or the media.Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].                 We did not install the oversized plug and we will not be taking responsibility for the vehicle having an oversized plug when we have not seen the vehicle in nearly a year. As referenced in my prior response, the vehicle should have had at least six oil changes performed between our most recent service and the last service performed in June 2015. I would suggest that Mr. and Mrs. [redacted] contact the shop that performed the oil change last on the vehicle to pursue this matter with them.       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.Mr. Tire never told me that my tires needed to be aligned.  As a consumer that does not have much experience with this, I would assume an alignment would just be part of the service when getting 4 new tires from one place.  Also, on my visit to Mr. Tire last week they again had on the bottom of my proposal for new tires, "Customer declined alignment, Customer declined insurance"  I was never asked about either of these, AGAIN.  I went to a competitor down the street and they guaranteed their work.  I didn't have to get insurance on the work, because it is included no matter what.  If Mr. Tire does not guarantee their work, they should say so!  Also, I was informed that I had a bent tire rod which was causing the uneven wear on my tires.   Mr Tire just bent the rod back to fit rather than ordering a new rod that fit properly.  Again I was not aware I needed an alignment, insurance, or a new tire rod!I came up with the figure of $500 because each tire I have had replaced with labor has cost me $130 with labor, not $87.  $130 x 4 is $520
Regards,
[redacted]

Ok this is what happen I don't have a car anymore they never fixed what the problem was. They were done with it.. My car was not worked on anymore because they could  not fix it.. I had to get a new one per the other note I gave you.. THey said it was an electrical problem. They can't locate...

the problem.I said back in the other notes that I had to get a new car because I had no lights and it kept conking out.. They could not find the problem because they even took it to the hyuandai group to find out the problem with the electrical . I had not lights or anything.. The one problem that upsets me was that another mechanic fix my car on his own time at the shop and he did something with the wires I think. But never really said what the problem was. So I cannot say what it was that he did.. I don't recall.. But the bottom line is that they really  never fixed the issue it ran worse when I picked it up .. So I had to buy a new car.. I don't know what else you like to have . The bottom line they did not fix my car and I had to buy an new car that cost 4694.00 . I have a card that is to use for Monroe and I have a balance of 1440.00 . I would think since my car was in opertable and I could not drive it and almost got hit.. They would be willing to do stuff for me to make me stay as a customer. But I see they don't . Plus now I will not bring my car back there at all. They lost a long time customer..

This letter is in response to the complaint from [redacted], #[redacted].
             We will
provide a copy of the invoice where Mr. [redacted] states he was charged a shop
supply fee. On this invoice you will see that the $21.18 shop...

supply fee that
was charged was removed before it was actually billed out. We will also provide
prior invoices that show Mr. [redacted] has been charged this shop supply fee
before, where he has had no issue with that charge. A shop supply fee is very
common in the retail automotive service industry and is not unique to our
company. Since this $21.18 was never actually charged to Mr. [redacted], we will not
be refunding this to him. We will process a refund for $20.00 plus tax for his
coupon. We apologize for any aggravation we have caused Mr. [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.
Regards,
[redacted]
I still would like to receive my $379.35 back, because I do not think they did all the work they think they did.Because what  was making the noise was the shield rubbing against the rotor.

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 did not pay back the the full amount we paid for the Brake job and the material.
We had to pay twice for the Brakes and the job because of them missinstalling the brakes.We will not accept any credit from them, because we will never again go to them to have any repair.
Regards,
[redacted]

The last contact that I had with Monro corp. was with [redacted]. My phone records will show that on 5/27/2015 @ 8:48am We had a 8min 4sec talk about this matter. I told her I wanted the following services refunded to me $751.96 for the price of the tires. $97.68 for the price of the road hazard coverage. $89.99 for the price of the wheel alignment. Plus 7% tax. Total without tax comes to $939.63 Firestone pro rated the tires at $186.48 So I would be looking for a cash refund of $753.15 plus 7% tax. [redacted] told me she can not make that decision. She would have to pass the information on to someone that could. As of now I have not received any word from Monro Corp. Until just a few minutes ago when I got an email from the Revdex.com. So who ever this [redacted] is that said Monro contacted me is a liar. I contacted WPRI news 12 for action on this matter. On 5/28/2015 at 10:53am I got a call from WPRI news 12 for action the lady said she called [redacted] for Monro Corp. and left a message for her to call WPRI news 12 for action back. WPRI news 12 for action is still waiting on her to return the call. As a result of not hearing back from Monro corp. on 5/29/2015 I had firestone put on new tires. I had to get those dry rotted tires off my vehicle before something bad happened. I do have the tires in question in case someone needs to inspect them.  So once again I would be looking for a cash refund of $753.15 plus 7% tax. You will find attached a picture of the worst tire.  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]

5/2/2016 Revdex.com 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from [redacted], #[redacted].             It is my understanding that Ms. [redacted]’s issues had been resolved with the latest service we performed on 4/18/2016. Our shop has not heard from Ms. [redacted] since that service was completed. We appreciate Ms. [redacted]’s business and we look forward to servicing her vehicle in the future. Thank you for your time, Kyle P[redacted] Customer Service Manager