Monro Muffler Brake, Inc.

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]

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]

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.
[Ken Towery, Danville Kentucky has responded and did perform work on the vehicle in an effort to correct the problem. However, there is still an oil leak. This has been brought to the attention of Ken Towery and they have offered that the vehicle be brought in for an engine cleaning to assure the oil leak is residual and not a continuation of the ongoing issue. Should this oil be residual and not in fact a leak then this matter may be resolved.]
Regards,
[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 { IF } They credit my credit card the amount that was over charged for the Alignment and give me the original discount on one shock that was given on the original invoice. At this point I was only credited for the oil change that I was over charged for. I would also like a written apology from the company for fraudulently billing me for an alignment that was never performed. Since the replacement of my rear shocks my vehicle pulls to the right and I have a clunking noise in the rear. These people should be shut down and not allowed to do business in the state of NY!  
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].         Ms. [redacted] originally brought her vehicle to our shop with a heavily damaged front end that was caused, as she described, by the incident that had occurred on March 10th. Our Store Manager Chris...

does not recall Ms. [redacted] asking for her parts back when we began working on the vehicle; we would have no reason keep the old parts if Ms. [redacted] did indeed request them back at that time. During this original visit, Ms. [redacted] declined to have her control arm and ball joints replaced, which are two components that are causing her vehicle to continue to shake. Ms. [redacted] returned approximately two weeks after the original service and questioned why there was rust on her new brakes. Ms. [redacted] also asked our shop to further diagnose the shaking issue that was present while driving the vehicle. Our technician explained that it is very common for rotors and unpainted calipers to develop surface rust after they are installed; Ms. [redacted] reportedly understood and accepted the explanation at the time. During this visit, our shop recommended to Ms. [redacted] again that she have her ball joints and control arm replaced, but Ms. [redacted] declined these services again. I am including with my response several invoices that show that we have repeatedly recommended components that this vehicle needs, but that these components have been declined by Ms. [redacted] on multiple occasions. Ms. [redacted] is welcome to return to our shop to have the additional work her vehicle needs performed, however, we no longer have her old parts to return to her. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from...

Christine
[redacted], #[redacted].
            We would
like to start by saying that Ms. [redacted] has not contacted our corporate
headquarters to try and resolve this matter before contacting a third party. We
always appreciate the chance to try and answer any question and resolve issues
that our customers may have with our company first. Ms. [redacted] states that our
shop recommended services that she did not need. Ms. [redacted] has not supplied any
documentation to support her claims that she visited a second shop who stated
the work we recommended was actually not needed. Without documentation to
support her claims we will not be offering anything to Ms. [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 disagree with the response. My invoice doesn't state any such thing, I have my copy. I don't know what invoice they have. I purchased the tire in Nov 2014 and in Sept 2015 the front tires was going bad. I only do city driving back and forth to work. I've had the truck and this was the first time I had to replace the tires. I thought [redacted] Tires was honest company, nothing is wrong with the back tires. I keep my truck up to par.         Regards Mr. [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.  Refund of full amount received.
Regards,
[redacted]

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].             I have attempted to reach out to Ms. [redacted] by phone to discuss this complaint with her, but I have not been able to get in contact with her....

According to our Store Manager, his assistant was the employee who originally dealt with Ms. [redacted] at our location. By the time the manager was able to speak with Ms. [redacted] she was already very upset by how the assistant had treated her. We tried to explain to her that her rotors were in such bad condition that if we put the brake pads on without the rotors she would continue to have issues with her brakes and the pads would have to be replaced all over again. Our shop even offered to give her brake pads so that when she has the rotors replaced by an outside shop they can just put the pads on for her. Ms. [redacted] left the shop without getting any work done that day. I would like to assist Ms. [redacted] in getting this warranty honored, but I would need to know what shop of ours she would like to visit to have this handled.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Thomas
[redacted], #[redacted].
            Mr. [redacted]
reported this issue to our corporate office in July. According to our Market
Manager, Dennis G[redacted], the work needed was due to the...

excessive amount of
time between the oil changes. Mr. and Mrs. [redacted] had approved the work to be
done and later stated that the price had changed and that they never approved
the work to be done. Mr. [redacted] repeatedly asked to speak with the Market
Manager. The Market Manager contacted them to discuss the situation. We believe
that most of the issues have occurred due to communication issues between Mr.
and Mrs. [redacted]. We received approval to perform the work to correct their
broken oil filter housing and fused aluminum bracket. We stand firm that this
is not something we caused and at this point this is not something we will take
any responsibility for. The last we knew Mr. and Mrs. [redacted] had contacted the
DMV and filed a complaint against our shop for this matter as well.  
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        I wish that Ms. [redacted] had contacted our corporate office to report this issue with her service before taking the vehicle to an outside shop. According to our Store Manager, Ms. [redacted]’s vehicle had an evap leak that was determined to be coming from multiple locations in her evap system. Our shop fixed these leaks, but the evap code came back on and we could not determine why. Our shop was very surprised that Ms. [redacted] mentioned in this complaint that there was an issue with her brakes, because that was not brought to their attention at any time. Before I can proceed with any potential refund for Ms. [redacted], I will need to review the outside shop invoice where these issues were corrected. Please forward the outside shop invoice through the Revdex.com website or via fax at ###-###-####. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] R.
[redacted], #[redacted].
             We will be
turning this complaint over to our Risk Management Department to investigate
this claim of damage. Ms. [redacted] should be contacted...

within a week to discuss
what we will be doing to address this matter. We appreciate her patience in
this matter.
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from David Carl
[redacted], #[redacted].
            I cannot
find any evidence that the spark plug that our company put into Mr. [redacted]’s
vehicle was the incorrect part. Mr. [redacted] has provided an estimate that
states that the incorrect spark plugs have been installed on the vehicle; we
are unsure how [redacted]’s could have determined this without actually pulling the
spark plugs from the vehicle. The spark plugs that [redacted]’s recommended and the
spark plugs we installed are both the correct spark plugs that meet or exceed manufacture
specifications; I have provided a link to the Denso website that shows this.
Researching this matter further I determined that the type of plug that we
installed is actually specifically designed to help improve gas mileage,
whereas the [redacted]’s recommendation is not. At this point we will not be offering
Mr. [redacted] anything as we cannot find any wrongdoing on our company’s behalf.
We installed the correct spark plug that is specifically designed to help
improve gas mileage to help address Mr. [redacted]’s issue. Below are links to
the Denso website that will coincide with our position on this matter. We will
await documentation from Mr. [redacted]’s lawyer to address this matter further. 
http://densoautoparts.com/find-my-part/vehicle-selection
http://densoautoparts.com/spark-plugs/double-platinum
http://densoautoparts.com/spark-plugs/platinum-tt
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

Hello
I have included my car rental receipts as requested.
Thank you
[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 have faxed over the required documents to the Revdex.com since the number that Monroe's Auto Shop did not work.  It cost me an additional $10.95 to fax those documents.  This brings the total to $185.00 rounded out.  I will expect to see no less than $185.00 credited to my account by September 16, 2015 or Attorney [redacted] will be taking over this matter.Regards,[redacted]

This letter is in response to the complaint from [redacted], #[redacted].                    We have reimbursed Ms. [redacted] for the expense she incurred at [redacted] Lube to correct the issue that resulted from the oil change our...

shop performed but did not bill Ms. [redacted] for. Our company is not responsible for any issues with Ms. [redacted]’s brakes since this was not requested to be looked at and was not worked on by our shop.         I sincerely apologize for the behavior of our employees at this shop and I can assure Ms. [redacted] and all parties involved that this behavior will be addressed and the appropriate disciplinary action will be taken.         A check was mailed from our corporate office in Rochester New York on March 5th to the address listed on this complaint. I am respectfully declining Ms. [redacted]’s request for a full refund because there is no issue with the services performed our shop performed at this time.    Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] E. [redacted], #[redacted].   Mr. [redacted] originally came to our shop on 5/30/2016 and we proceeded to perform an air conditioning system dye test and recharge/evacuation service on the vehicle. The vehicle in question is sixteen years old and has...

over 150,000 miles on it. Mr. [redacted] returned on 6/21/2016 and stated the air conditioning was blowing warm and there was a new squealing noise coming from the belt. Weeks after our service, the compressor locked up; this is not something we could have caused by performing a simple air conditioning system dye test and recharge/evacuation service on the vehicle. Our area Market Manager offered a discount to Mr. [redacted] for the unexpected cost to fix this issue, but this was declined by Mr. [redacted]. It is standard practice to perform a dye test and recharge/evacuation service in order to determine if there is a larger issue present with the air conditioning system. I do not feel that our shop has done anything wrong in this case. This is the same service that any other shop would have performed first in order to diagnose and/or fix the air conditioning system on this vehicle. This compressor failed due to the age and condition of the vehicle, not anything our shop did wrong. If Mr. [redacted] would like, he can get a second opinion and provide that to me in writing. If an outside shop can find an issue with the service we performed I will be happy to further review the situation at that time.  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 contacted the Mr. Tire location on Library Road in [redacted], Pa where my original alignment was performed, less than 1 month after the work was originally done .  If you look at my original Revdex.com complaint, and the inquiry I completed on the Mr. Tire website, I noted that. And I also noted that when I went to return to that same shop, it was closed . I had originally contacted Mr. Tire, via the website, to find out which shop would have the records from the shop that closed, because I am not able to locate my original receipt. I can, however, provide a copy of my bank statement showing when the money was deducted from my account by Mr. Tire.  I have not had another alignment performed, as I have been waiting for communication from Mr. Tire as to when they will refund me, or would be willing to perform another alignment.  If Mr. Tire is willing to perform another aligment at one of their other stores, at no charge, I would be willing to accept that.  If they are not willing to perform another alignment at no charge, then I would like a refund for the amount I paid for the original alignment that was not done correctly.  
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].         Ms. [redacted] is welcome to pursue this matter however she feels she needs to and I can assure her that our company will respond accordingly. The recordings that Ms. [redacted] has supplied, which she believes incriminates our shop, I believe actually helps illustrate that our shop adequately addressed this situation and that no refund is due to Ms. [redacted].         Ms. [redacted] has been very clear with her request for a refund, but has not described at all what she believes to be wrong with her brakes. Interestingly, Ms. [redacted] does not mention any issue with the brakes during the recordings with our Store Manager Bob.         I would encourage all parties to listen to the full recordings and try to find where Ms. [redacted] mentions any issue with her brakes after our service; the only issue that is brought up after the service is the missing hubcap. Our shop did not remove the rear wheels, or otherwise touch them and would not have any reason to remove the hubcap or touch the rear wheels.          It is my belief that Ms. [redacted] is embellishing her story in order to make her request for a $743.55 refund seem more reasonable. I stand by the fact that during the recordings Ms. [redacted] does not mention anything about her brakes not sounding or functioning correctly after the service and only brings up the missing hubcap to Bob’s attention. During the recording, Bob offers a thorough explanation of why it would not be possible for our shop to have caused the hubcap to go missing and I stand by that explanation.         I would encourage anyone involved to read the content of Ms. [redacted]’s original complaint and compare it with what she says and asks bob during the recordings. I will not be honoring Ms. [redacted]’s request at this time and I will not take any further steps to address this complaint. Thank you for your time,   Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].           Ms. [redacted] traveled several hundred miles in the time between our original service and when the check engine light came back on. The vehicle Ms. [redacted] is driving is fifteen years...

old and has nearly 300,000 miles on it. All parties must understand that a vehicle that is this old, with this many miles on it is likely to have more than one problem. Our Customer Service Department asked the local Market Manager to get involved to help Ms. [redacted] and offer a fair solution to this problem. Our Market Manager offered to discount half of the labor and waive our shop supply fee for Ms. [redacted] in order to lower the cost of fixing this new problem. Ms. [redacted] declined the offer a few weeks ago and we have not heard back from her since. I believe we have made a very fair offer to Ms. [redacted] and I will not authorize a refund for Ms. [redacted] because I believe the work we performed fixed the problem that was present at the time.   Thank you for your time, Kyle P[redacted] Customer Service Manager