Monro Muffler Brake, Inc.

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

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

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].
            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].                 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

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].             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

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.
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] 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

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] A. [redacted], #[redacted].   This situation has already been reviewed by our Director of Customer Service, Terry H[redacted]. Terry signed off on a refund for the amount paid to the outside shop for their alignment because it was done shortly...

after our service was performed. A check for $75.54 was mailed to [redacted] (the customer name on our invoice) on May 17th 2016. We have prorated the tires for Ms. [redacted] and Mr. [redacted] correctly and honored the warranty on the tires. The only refund I am willing to offer is for the $65.74 Ms. [redacted] says she was charged for rebalancing of the tires we sold her. I am happy to refund that amount, but I will need a copy of the outside shop invoice in order to proceed with that refund. That documentation can be submitted through the Revdex.com website or faxed to my attention at 585-647-1416. We are not offering a refund for the tires at this time as we do not feel we are responsible for refunding tires that Ms. [redacted] and Mr. [redacted] are still getting use of.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         I am willing to refund the $82.95 that Mr. [redacted] spent at [redacted] Ford for the tie rod that was replaced. Mr. [redacted] did not return to our shop to allow us to fix this tie rod under warranty, so I am not willing to refund him for the labor cost associated with the tie rod installation. If this is an acceptable resolution to Mr. [redacted], I would ask that he confirm so through this Revdex.com complaint and I will have a check cut in that amount for him. Thank you for your time, Kyle P[redacted] Customer Service Manager

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] 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] 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

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.  To Whom it May Concern,  I do not accept the complaint response from Tread Quarters- Monro Muffler Brake for the following reasons.1.       My vehicle lost heat immediately after Tread Quarters performed a coolant flush on 3/11 with aftermarket coolant and has not worked properly since.  I’ve taken vehicle to the dealership 3 times – each time they have told me that the heater core is blocked. See attached [redacted] Toyota Invoices [redacted] (3/14/17), [redacted] (3/17/17)& 964561 (5-23-17).  2.       According to [redacted] Toyota, see invoice 952137, “mixing green aftermarket coolant with factory coolant can cause coolant to gel and block passages” and this is a common problem.  3.        I’ve made Tread Quarters aware of this many times with numerous phone calls and visits back to their store on 3/15/17 (Tread Quarters Invoice 140670) and 3/25/17 (Tread Quarters Invoice 140927).  Each time, their [redacted] store denied that the heater core was blocked and told me the problem was due to other issues, see Tread Quarters Invoices [redacted] & [redacted].  Tread Quarters charged me $510 on 3/25/17 for an unnecessary repair that did not fix the no heat problem.  After having the vehicle re-examined by [redacted] Toyota for a 3rd time, I contacted Tread Quarters corporate office and made arrangements to have the vehicle examined by a different Tread Quarters store which confirmed that the heater core was blocked and was causing the no heat problem and needed to be replaced. See Tread Quarters Invoice 143876 on 6-10-17.   I have made numerous phone calls and have emailed Tread Quarters – Monro Muffler Brake’s head of customer complaints.  I have provided all dealership invoices to Tread Quarters in person.  Tread Quarters has access to their own records which include their invoice [redacted] from their Cedar Road location which admits the heater core needs to be replaced.  Tread Quarters’ offer to sell me repairs at a discount to fix the damage that they did to my vehicle is not acceptable.  I want Tread Quarters to replace the heater core that they blocked by mixing aftermarket coolant with  factory coolant at no charge, reimburse me for the unnecessary repairs performed on 3/25/17 ($510.54), reimburse me for the cost of the coolant flush that caused this problem $89.99.  Tread Quarters- Monro Muffler Brake clogged my heater core by mixing aftermarket coolant with factory coolant, purposely led me to believe that it was not clogged and additional repairs were needed.  After paying for the additional repairs, the heater core was still clogged and not producing heat properly.   [redacted] Toyota confirmed 3 times that the heater core was clogged; a different Tread Quarters location and technician also verified that the heater core was clogged.  Tread Quarters needs to take responsibility for the damage that they did to my vehicle, fix it at their expense and reimburse me for the unneeded repairs that I was charged for along with the fee for the coolant flush that caused this problem to begin with.    Respectfully,
[redacted]

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

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