Monro Muffler Brake, Inc.

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 find that this resolution is satisfactory to me.  Refund of full amount received.
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

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

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] 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

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.
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 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]

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...

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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 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

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].         Mrs. [redacted] did contact our corporate office in January regarding this matter. Mrs. [redacted] was asked to forward documentation from the outside shop where our work was...

allegedly diagnosed as the cause of the check engine light; to this day we have not received any documentation to support this claim. I see no estimate or invoice in our system to support that this vehicle has been brought back to our shop five or more times since the original work was done in November. We will not be refunding Mrs. [redacted] for work that is under warranty with our company and the vehicle needs to be returned to one of our shop so that it can be fixed under warranty.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] L. [redacted], #[redacted].                 I would like to apologize to Mr. [redacted] for the delay in getting this refund processed for him. The full refund for $179.13 will be processed back to Mr. [redacted]’s Master Card and he should see that credit to his account by April 6th. I sincerely apologize to Mr. [redacted] for this issue ever occurring.     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] April 21, 2016 RE: MONRO MUFFLER  Allow me to clarify this communication. On April 14, at 6:05 – Trent called me on my cell phone.  He left a message and I called him back on April 15 at 12:55 pm.  I agreed to meet him at the shop on April 16, at 4:00 so he could personally evaluate my car. On April 16 I called Trent to apologize, because it was a Saturday and I totally thought we were meeting on Sunday, but the truth of the matter is I agreed to meet on Saturday and come back on Sunday to leave the car.   I apologized and told him that I could meet him on Sunday April 17, however Trent asked if we could wait until Monday, and I agreed. On Monday April 18, I met Trent at Monro and he test drove it with me.  He heard the grinding noise I was talking about as well as the car shaking while driving.  Trent asked me to bring the car back the following day to drop it off.  I agreed. On Tuesday, I did not have an alternative ride to work, so I called Trent and asked him if the work could be done at the Monro by my job.  Trent asked me to bring it back to Reynoldsburg.  I told Trent that this was an inconvenience for me because this means I have to find a way to work and/or out of my way to come pick it up when they are done.  I have two vehicles but one is in the shop.   I should not be inconvenienced any father and I would just like to bring an end to this and have the work done at the Monro on West Broad Street. I would like:·       Front rotors (2)·       Front ceramic brakes (2)·       Wheel bearings – replaced – front (2)·       Both serpentine belts replaced (2)·       I NEVER GOT MY ORIGINAL PARTS BACK, so I do not trust that this work was done.  ·       I WANT ALL OF THE PARTS THAT THEY TAKE OFF – RETURNED TO ME WHEN I PICK UP MY CAR.·       Trent is out of town, so please take the lead on coordinating with the shop manager at the West Broad Street location so that I can bring my vehicle in as soon as possible.  I’m afraid that the instability of my car, may cause uneven wear on my tires.  Thank you kindly.  Please call me at ###-###-####.

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