Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** G***, #*** Mr*** brought this vehicle to our shop for an oil change on 10/14/The vehicle in question is twelve years old and has over 250,miles on the odometerAccording to our
shop, Mr*** was told in person that the tie rod ends should be replaced and our recommendation was also documented on the invoice that was provided to Mr***I have included a copy of the invoice which was signed by Mr*** that shows that we recommended the tie rod be replacedI do not feel our shop has done anything wrong and we will not be taking responsibility for Mr***’s tie rodsThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** E***, #*** Our company has already paid approximately $to tow the vehicle to the dealership and paid approximately $to have the vehicle diagnosed and fixed at the dealership; all while
collecting no money at all from Ms*** herselfOur Market Manager has also paid for a weeks’ worth of charges on a rental car for Ms***The issue with Ms***’s vehicle is the result of an oxygen sensor that she herself provided and is not something that we will be taking responsibility forI feel that we have gone above and beyond in accommodating Ms*** for the issue that occurred and we will not be compensating her for her time and gas Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Revdex.com Please request for Monro Muffler/Brake to address my actual complaints and what they will due about the fraud that they committed which was explained in factual detail in my last response Remember, Monro acknowledged in writing everything that my complaints are about, so it is nonsensical for Monro to LIE about their actions now Please respond to the fraud commited and misdiagnosing my vehicle and replacing unnecessary parts and charging for labor not needed Please advise.
Regards,
*** ***

This letter is in response to the complaint from *** R***, #*** Ms***’s refund of $was processed from our office on December 8th, and should have been back to her account within three business days from then
I sincerely apologize to Ms*** for the delay in handling this refund for her and I would like to wish her a very happy holiday seasonThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** R***, #*** A refund for $was processed on 12/2/back to Mr***’s Visa CardI apologize for the delay in getting this refund handled and I wish him the very best moving forward Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** This matter has been documented with our Risk Management Department and we have taken the appropriate disciplinary action against our employees who allowed Ms*** to leave our shop without her wheels being properly
torqued to the correct specificationsIt is my understanding that the damages done were corrected by our Lancaster shop at no charge to Ms***I completely understand Ms***’s anger towards the situation and I would like to offer her a refund of $as a gesture of good customer service to herI am not willing to refund the full $to Ms*** since we ultimately resolved the service issue Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Tire Choice's reply consists of statementsIn the reply, it's said that "she was provided an estimate for the service to fix this componentOur shop made this recommendation by performing a very quick test on the compressor that indicated that it was not functioning properly." There was no test doneThe estimate was given without any test being takenThis shows that he already knew the problem before even checking the vehicle since he knew already the damage he had caused himselfYou also indicate that "with the vehicle having over 100,miles on the odometer I don’t find the compressor failure suspicious at all." I researched and asked some mechanicsThey all said that a compressor lasts the entire life of a car, or at least 8-yearsMy car is years oldPlease stop lying to customers & take responsibilityAlso, the AC broke down IMMEDIATELY after the oil changeToo suspicious.Regards,
*** ***

This letter is in response to the complaint from *** M***, #*** Mr*** contacted us on 4/8/and spoke with *** in our Customer Service DepartmentMr*** began to explain the situation to *** and
before he was finished he asked how the situation would be resolved*** explained that she needed to collect more information about the complaint before she knew and proceeded to ask Mr*** for his name and the shop the service was completed atMr*** refused to speak with her and demanded to speak to a supervisor immediately*** explained again that she needed to collect more information before she could turn the complaint over to a supervisor; still Mr*** refused to speak with her*** explained for a third time to Mr*** that we just needed his name and the shop the vehicle was serviced at and she would connect him to a supervisor; Mr*** refused to cooperate with giving basic information to our representative so Mr***’s complaint was never takenMr***’s unwillingness to answer a few simple questions is why he was not connected to a supervisor and why his complaint was never investigatedMr*** states that he inspected his own vehicle and found that we did not replace his thermostat and would like a full refund for the serviceIf Mr*** can provide documentation of what he is claiming, I would be happy to review itMr*** can also return to another location of ours in order to confirm that this thermostat was, or was not replacedIt is our policy in our Customer Service Department for representatives to get information about the complaint before it is escalated to a supervisorWhile I understand why Mr*** may be upset, his unwillingness to answer a few quick questions was why the escalation was refusedIf Mr*** would like to get the vehicle back to one of our shops, I would be happy to help coordinate thatIf Mr*** can provide a write up to support his claim that we did not replace his thermostat I would also be happy to review that documentation as wellI cannot authorize the requested refund without confirmation from one of our shops that the thermostat was not replaced or without documentation from an outside shop detailing this as well Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** I apologize to Mrs*** that the issues at our shop have caused her to lose trust in our companyI spoke with our shop and I explained that if we need to retrieve a wheel lock key from
any customer’s vehicle, than we need to inform the customer before we search through the vehicle Mrs*** needs to file a police report if she believes that our shop stole money or items from her vehicleAlso, our company will not be providing Mrs*** with free credit monitoring based on the information she has providedI would also like to add that Mrs*** wrote our company an e-mail that we received one day after her serviceJustin M***, our Market Manager in the Lexington area, had attempted to contact Mrs*** several times by phone to discuss this matter, but those calls were not answered and were not returned Since Mrs*** does not want to return to our shop, I would ask that she provide us with an estimate for the glove box to be repaired so that we can make the appropriate decision on how to handle her claim of damage Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I took one of the mechanics for a drive in my vehicle and rolled down my window and explained to him that my rear left wheel was making noise. He heard noise coming from the front right which I explained to him that it has made that noise since they worked on it last and I was not worried about it at this time. I had paid them a lot of money to fix it and I did not want to spend any more money on it at this time. I just wanted my rear left wheel fixed. When I made the appointment I advised the store manager that my rear left wheel was making noise. When I got the call they said that they had fixed my truck. Instead of working on what I asked them to work on they worked on what I specifically told them I do not want fixed. The store manager told me that he would make this right. By not fixing what I asked them to fix it caused more damage to my truck. I had my truck repaired and I attached the receipt. They know that they did not do the right thing and are trying to get themselves out of being responsible for it

This letter is in response to the complaint from *** ***,
#***
We have
contacted Safelite Auto Glass and they have already been to the vehicle and
installed one side window with no problemWe are helping handle this matter
with Safelite and taking care of what Ms*** is asking us to take care of
We apologize for any added delay in taking care of this for her. Thank you for your time,
Kyle P***
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** ***
I reject the offer because your manager at tread quaters put my vehicle on a rack took my tire off on 7/1/and didn't know how to reset the tire sensorThey started pressing buttons and goggling how to reset the iconsWill get your office to fax over the documents againYou stated that you haded worked on my car since 3/9/I have paper work to show that it was therePlease send me a check for

This letter is in response to the complaint from *** *** ***, #***
The customer’s
rear brake shoes were installed incorrectly in September of Despite
getting over six months of use out of those brake shoes,
we issued a full
refund for that service due to the issues that were found with our workWe
believe our company has issued the correct refund pertaining to this matterIf
Mr*** is still unhappy with the outcome of this matter we would be happy
to issue a $credit towards future services with our companyThis credit
can be used for any service at any location of oursWe sincerely apologize for
the error that occurred during the brake service and we are happy no accident
or further issue came as a result of the work we performed
Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from *** P
***, #***
We have
refunded Mr*** the total of our invoice and for the work done at MidasA
refund of $was processed back to Mr***’s Master
Card on 6/15/
Since we have issued a refund for this all of this work we consider this matter
closed
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** R***, #*** I would like to begin by apologizing to Mr*** for the poor work that was performed in December on his vehicle; there is no excuse for this work not being done correctly the first time
Mr*** has been a great customer to our company over the years and I want to offer a resolution that I feel is both appropriate for the situation and fair to Mr***Mr*** spent $to correct this issue with our company in April, which included two ignition coils that were not replaced prior, but that were in need of replacement at that timeI would like to offer to refund the amount Mr*** spent on the related parts and labor from the original invoice, a total after tax of $As I mentioned previously, Mr*** has been a great customer over the years and I would be happy to include a $credit towards future services with our company in order to try to compensate him further for the time lost and aggravation of this situationI look forward to resolving this matter and I hope the offer I have made to Mr*** is acceptable to himThank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** This response that I have received show no means that they are trying to fix things or make it rightI needed a alignment yes that's why the appointment was made and it wasn't to the point of extremely severeI went to get another shop opinion shortly after the incident and not once did they say my alignment is extremely severeThe shop did informed me that all of my tires doesn't have the same serial number which on my Invoiced and also the one that Monro Muffler provided it states I purchase tires with the DOT Number The shop informed me that I have tires with the DOT Number and tire with a DOT Number My car sat a large significantly amount of time with me being in the hospital as well throughout the whole winter from October to late March which I barely droveIn five months and half I put a total of miles on a purchase of brand new tires I purchase back in OctoberBrand new tires tread life are 55,milesSo In that short amount of time no tires will lose tread life that bad which result in the steel belt to be extracting severely and tires completely bald when the car was sitting majority of the time throughout that time frameMy back tires are brand new still and they have 99.7% tread life stillI hope you guys will look more into my matter, that way no one else can get taken advantage of

This letter is in response to the complaint from *** C***, #*** According to our Store Manager Frank, Mr*** did not return to our store after the wheel bearing was replaced to report any further issue occurring with the vehicleIn early June,
our shop created an estimate where it was noted that the vehicle in question needed a wheel bearing, tires and at that time, at least resurfacing of the brake rotorsThe issue that is occurring now could be related to the services we recommended, but were not performed I would ask Mr*** to contact Frank at our Geneseo shop so that we can assist him with diagnosing the issue at handWe have been unsuccessful at reaching Mr*** and Ms*** in order to discuss this matter prior to submitting this rebuttalBoth Frank and I would like to assist with resolving this matter, but we would first like the opportunity to look the vehicle over again Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
There were additional phone calls both prior to and after the date that I spoke with Don. The first two times that I contacted the company, I was told that "The rebate was mailed last week." The fact that I heard the same thing both times caused concern. When I told them I had not received the rebate, they accused me of losing it. The third time I contacted the company I spoke with Don who stated that they would send out a new rebate and we confirmed my address was correctWhen I still did not receive it, I called a fourth and fifth time and on both occasions was forwarded to a voicemail where I was automatically disconnected. I then called and asked for a manager and was forwarded to another voicemail where I left a message stating that I was going to report their company to the Revdex.com. I then received a response and the woman stated that she would issue a credit to my Visa. Approximately one week later, the company issued a letter dated 12/21/stating that they would credit my Visa. I have still not received that credit to my account
Regards,
*** ***

This letter is in response to the complaint from *** D***, #*** Ms*** first contacted our corporate headquarters via e-mailShortly after, one of my Customer Service Representatives contacted Ms*** back both by phone and by e-mail with no replyMs*** posted on our
Facebook page that she was very unsatisfied with how our shop treated her regarding this issue with her recent tire purchaseAgain, our Customer Service Representative contacted Ms*** both on Facebook and by phone with no contact backOur local Market Manager had been informed of Ms***’s complaint from the beginning and reported back that despite placing several calls to Ms***, there was no contact back from her after several daysWhile I wish Ms*** would have communicated with our department, I understand Ms***’s complaint very clearly and I agree with her position on this matterMs*** chose tires on our website at a certain price and was told they were not available once she arrived at the shop later to be sold more expensive tiresI hope Ms*** understands that our employees did not do this on purpose and we simply made a mistake by not having the tires she requested ready and available at the time of her appointmentI am happy to refund Ms*** for the difference in price on the tires she was quoted for and the price she ended up payingIt is my understanding that Ms*** was quoted $for the tires online including the rebate and ended up paying $for the tires she purchasedI will be processing a credit of $back to Ms***’s Visa Card on 7/15/and she should see that credit within three business days from then Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am writing to inform the Revdex.com as well as Monro Muffler that I do not in anyway shape or form accept the offer madeThe offer was nothing more than a slap in the faceMonro offered me roughly $for violating their express warranty when the charged me for labor that should of been under warrantyIt is insulting that they would question my conduct in this matterI gave their store several oppurtunities to correct the work that they had done, as well as resolve these issuesThe store was obviously incapable of doing the work that they charged me for and continued to fix nothing but yet, charge me more moneyIn Monros response they also stated that I voided their warranty by taking my vehicle to another shop to get repairedMy question to Monro would be; what warranty would that be? The only thing, in my opinion, their warranty seemed to cover was incorrect and bad workAfter taking my vehicle to their shop several times, times that I had to take off work, I believe I gave them all the chances in the world to correct this matterAs for why I did not contact the corporate office to complain about this, that is what I believe I am currently doing. I will not accept such a ridiculous offerI want repayed for all the money that I was charged for work that Monro Muffler proved to be incapable of doingI thing it is wrong that a business as large as Monro Muffler does not treat people betterI put my trust and faith in their store and was, in the end, stuck with a bill for bad work and a broken vehicle
Regards,
*** *** ***