Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted], #[redacted].
            Mr. [redacted]
contacted our corporate headquarters to file a complaint approximately week
before he filed this complaint with the Better Business...

Bureau. A Customer
Service Representative discussed this matter with the Director of Customer Service
and determined that the amount we believed to be fair was half of the total
labor to install the wheel bearings back in 2014. We processed a credit of
$203.41 back to Mr. [redacted]’s Road King Card on 11/9/2015. This credit should be
back to Mr. [redacted]’s account by now. We consider the amount we refunded to be a
very fair resolution to this matter and we will not be offering anything
further at this point.
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] L. [redacted], #[redacted].         Our shop reports that Mr. [redacted]’s tire had been punctured by an object while he was driving his vehicle and that this was clearly not a defect in the tire. Mr. [redacted] had been...

recommended the road hazard coverage, but had declined to purchase this road hazard coverage at the time of the original tire sale. When Mr. [redacted] brought the vehicle back to our shop, the Store Manager on duty offered to sell the road hazard coverage to Mr. [redacted] on three tires and warranty out the damaged tire; this saved Mr. [redacted] approximately $80.00 in total. Our shop did not have to offer this to Mr. [redacted], but did so as a gesture of good customer service. Mr. [redacted]’s tires are now covered by our three year free replacement road hazard coverage which we will not be refunding to him. I feel that Mr. [redacted]’s tire issue was handled appropriately by our shop and I do not feel that any refund is justified.  Thank you for your time, Kyle P[redacted] Customer Service Manager

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] C. [redacted], #[redacted].         I have processed a refund for $30.68 back to Mr. [redacted]’s Visa Card which should be available on his account by 11/9/2016. I apologize for the overcharge on Mr. [redacted]’s invoice and our shop...

should have recognized that this charge was not appropriate. I wish Mr. [redacted] the best in all matters moving forward and I appreciate the opportunity to address this situation. 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] A. [redacted], #[redacted]. I have spoken the shop that Mr. [redacted] visited and looked for a record of him contacting our corporate headquarters but I cannot determine when, or who Mr. [redacted] spoke with regarding e-mailing a price match...

estimate to us. With that said, I am more than happy to honor our 30-day price match guarantee for Mr. [redacted] if he would be willing to send it to me instead. Mr. [redacted] is welcome to forward the estimate to my attention via fax at ###-###-#### or, e-mail it to me at [redacted] I apologize to Mr. [redacted] for this delay and I look forward to getting this situation handled for him. 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 contacted our corporate office to file this complaint in early February of 2016. Several representatives from our company have explained our...

position on this matter and we have tried to work with Ms. [redacted] to resolve this complaint. We have explained that the tire we sold Ms. [redacted] never had any issue and is completely compatible with her vehicle. The BMW dealership simply recommended run-flat tires because that is what came on her vehicle. We offered to refund Ms. [redacted] for our tire if she could return it, but she allowed BMW to discard the perfectly good and barely used tire, so we rescinded that offer. I believe that BMW scared Ms. [redacted] into replacing our tire when there was no need to. We are not offering a refund to Ms. [redacted] because there was no issue with our tire and Ms. [redacted] could not return the tire to us. Our position on this matter remains the same and we will not be issuing a refund at this time. Thank you for your time, Kyle P[redacted] Customer Service Manager

3/30/2016 Revdex.com 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].             I will refund Ms. [redacted] for the amount she paid for the brake pads in 2012. A check will be mailed to her on April 4th to the address listed on this complaint. I apologize that we could not handle this correctly for Ms. [redacted] when she recently visited us. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
             Please send
us a copy of the invoice where the vehicle passed inspection. We would
appreciate an opportunity to see the invoice and the...

work done where Ms. [redacted]
took the vehicle after our service was completed.  
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

Consumer emailed Revdex.com:i heard from the company and they are paying me back the amount they overcharged me.  thank you so much for helping me.

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] 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

This letter is in response to the complaint from [redacted] E. [redacted], #[redacted].        Mr. [redacted] was offered a fair resolution to an honest mistake made by our shop. Mr. [redacted] chose to reject this offer and purchase tires from a different company. Mr. [redacted] has demanded that he be provided more expensive tires at no charge since the first time he contacted our company and has been told several times that this would not be something our company would be willing to do for him.        Mr. [redacted] would have ultimately paid significantly less for the correct tires had he accepted our offer, but instead chose to decline our offer. I will not be offering to refund Mr. [redacted] for the tires he purchased from our company. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].               I would ask that Ms. [redacted] forward me a copy of what the Hyundai dealership found wrong with our work. I...

apologize that Rich at our shop has not been more helpful but I will need to see the documentation from the Hyundai dealership in order to proceed with the request refund. Please fax the invoice from Hyundai to my attention at ###-###-####. Once I have an opportunity to review all the documentation involved with this situation I will consider the refund that has been requested.   Thank you for your time, Kyle P[redacted] Customer Service Manager

5/11/2016 Revdex.com 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from [redacted], #[redacted].             We feel we have made right on the issue that Mr. [redacted] encountered and we have refunded the correct amount to him. The refund check was mailed on 5/9/16 to Mr. [redacted] and we consider this matter resolved. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] W. [redacted], #[redacted].  If Mr. [redacted] would be willing to forward a copy of the [redacted] dealership invoice to me I would be glad to look into this situation further. I will need to review the documentation Mr. [redacted] can provide to me...

before I can make a determination of what I can offer to him. Please feel free to forward the documentation through the Revdex.com website, or fax to my attention at ###-###-####. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].           We have reimbursed Mr. [redacted] $150.84 for the rental car bill that he requested we cover while we fix his vehicle. It is my understanding that the vehicle has been fixed and Mr....

[redacted]’s issue has been resolved. The rental car reimbursement check was mailed to Mr. [redacted] on 10/31/2016 and he should have received this check by now. 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]
PLEASE SEE THE ATTACHED FOR MY RESPONSE TO WHAT I CONSIDER A 'BOGUS' OFFER - THESE PEOPLE HAVE DEMONSTRATED THAT THEY HAVE ABSOLUTELY NO INTENTION OF  TENDERING A GENUINE OFFER TO RESOLVE THIS ISSUE.                                                                                                 [redacted]

This letter is in response to the complaint from [redacted], #[redacted]. It is my understanding that we have corrected Mr. [redacted]’s brake issue at our Aramingo Avenue location at no additional cost to him. Mr. [redacted] returned several times to the first location on Frankford...

Avenue where his brake issue was not resolved. Once our corporate office got involved with the complaint Mr. [redacted] brought the vehicle to the second location. At this location we found that the right rear caliper was locked up, which was causing the brake issue that Mr. [redacted] was having. After this caliper was replaced we were not informed of any further issue with the brakes. I have included a copy of the invoice from our Aramingo Avenue shop where the brake issue was resolved at no additional cost to Mr. [redacted]. I do not feel that we owe Mr. [redacted] for the refund he requested from us since we resolved the issue for him at no further cost to him.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] E. [redacted], #[redacted].        Our shop would have no reason to remove bearing grease from Mr. [redacted]’s vehicle and our shop would also have no reason to not want Mr. [redacted] to pick his vehicle up after it has been completed. Our shop has not offered a price adjustment because the items under warranty have already been adjusted on Mr. [redacted]’s quote. Mr. [redacted] is welcome to pick his vehicle up and pay the balance due on the work we have completed.      Thank you for your time, Kyle P[redacted] Customer Service Manager