Monro Muffler Brake, Inc.

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

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] 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] A. [redacted], #[redacted].         If Ms. [redacted] would be able to forward a copy of the dealership invoice to me I would be happy to refund her for that service. I would like the opportunity to review all the...

documentation that pertains to this situation before I discuss any further compensation with Ms. [redacted]. Please forward me a copy of the dealership invoice through the Revdex.com website or via 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].        It is well known and documented that if a worn tire on an all-wheel drive vehicle needs to be replaced, than all four tires will need to be replaced. Failure to replace all four tires can...

lead to damage being done to the differential on the vehicle. I do not know what Ms. [redacted] was told by the employee at our shop, but the fact remains that all four tires needed to be replaced. I apologize for any miscommunication, but we will not be refunding Ms. [redacted] for this service.  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 never received a single call from the companies risk management or from [redacted] regarding this issue. When I try to call to follow up I'm told I'll get a phone call back and that is it , however no one has still yet to reach out to me from those departments.
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]

This letter is in response to the complaint from [redacted], #[redacted].          Ms. [redacted] brought her vehicle to our Stow Ohio location and authorized our shop to begin replacing her brake lines and fuel lines. Our shop started working on the vehicle and then...

determined that the vehicle had more issues than our technicians were comfortable working on. Frank F[redacted], the local Market Manager, communicated immediately with Ms. [redacted] that we could not continue working on the vehicle and proceeded to pay approximately $75.00 to tow the vehicle to a shop of her choice. Our shop removed brake and fuel lines that were corroded that would have needed be replaced by any outside shop that Ms. [redacted] would have had her vehicle towed to. I do not see why our company would be responsible for refunding Ms. [redacted] for work that needed to be done regardless of who was working on the vehicle, just because we did not finish a job that was started. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] K. [redacted], #[redacted].             It is my understanding that Mr. [redacted] has been offered and has agreed to a $190.00 credit towards replacement tires. He can return to our location to...

have any tires he would like installed and use his $190.00 credit. I would ask Mr. [redacted] to contact our shop to schedule an appointment to get this handled. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] L. [redacted], #[redacted].        Ms. [redacted] has been refunded for the full amount she spent to have the cooling system issue worked on at our shop. Ms. [redacted] has not reported any issue with the other services that our shop...

performed, so we are not willing to refund her for any of those services at this time. We consider this matter resolved and we will not be taking further action at this time. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             According to our Store Manager, when the technician found the tie rods were loose, Mr. [redacted] was invited into the garage to be shown why the tie rods...

were in need of replacement. Mr. [redacted] declined our offer to be shown the condition of the tie rods, stating that he trusted the diagnosis at which point he gave his approval for the work to be performed. Tie rods need to be on the vehicle in order to properly test whether they are in need of replacement or not and you cannot tell just by looking at the part while it’s outside of the vehicle. Our shop was more than happy to show Mr. [redacted] why the tie rods needed to be replaced, but he was not interested at the time. At this point we are not able to show him how the tie rods were loose and I will not be authorizing a refund based upon the opinion of Mr. [redacted]’s friend. I will not be moving forward with the refund that Mr. [redacted] has requested. 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.  I have submitted the receipt for the tow, attaching it to both this message and faxing it to the direct line provided in the message by the vendor. 
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.
I did get the plate light fixed today with a more reputable repair shop and they told me they will put my new sensors in for me. Tell Tread Quarters that all I want is the road hazard protection. I do not trust them working on my car other then that.
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]They never fixed brakes on the car I can furnish the receipt. What is there solution

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.  That's fine. I will never go to that particular shop ever again.
Regards,
[redacted]

3/22/2016 Revdex.com 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from [redacted], #[redacted].             Mrs. [redacted] is stating that an outside shop found an issue with our work and therefore we owe a refund for the service, however there is no documentation to support that claim. Mr. [redacted] returned on 2/26/2016, nearly a month and a half after the service, and reported a shaking issue with the vehicle. After inspecting the vehicle our shop recommended brakes and Mr. [redacted] declined the service stating that he could fix the brakes himself for less. Our shop found no issue with our axle or wheel bearing work at the time and Mr. [redacted] left the shop. I am not authorizing any refund until I have some definitive proof that there is an issue with our work.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] W. [redacted], #[redacted].          I would like to apologize to Mr. [redacted] for not completing the oil change services on his vehicles correctly the first time. There is no excuse for the oil filters not being changed,...

and the appropriate disciplinary action has been taken against the technician responsible for this. Our Director of Customer Service wanted to personally look into this situation because of the severity of the claim that none of the filters were changed. My Director did hold off on issuing the refund until he was done investigating the situation but this was not done to further aggravate or inconvenience Mr. [redacted]. I apologize for the delay in handling this refund for Mr. [redacted] but the full $82.05 was processed back to his Visa Card on 10/20/2016 and should be available on his account by today.       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 Ms. [redacted] has been dealing with Dan and Dustin at our Danville location and she has recently came back to our shop...

as of 4/18/2016. In order to try and keep Ms. [redacted] happy, our shop discounted $250.00 off of the labor charge on her most recent invoice and there were no issues present with the vehicle afterwards. We are more than happy to continue to service Ms. [redacted]’s vehicle and we appreciate her business. As of 4/18/2016 there is no issue with Ms. [redacted]’s vehicle and I would encourage her to communicate any issues she may have with Dan and Dustin at our shop. 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.  I do not want anyone from Mr Tire to perform any service on my vehicle.  
Regards,
[redacted]

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].                                                                                                                                       Our company is not responsible for brake work needed two months after a state inspection was performed and we will not be reimbursing Mr. [redacted] for his brake work at this time. Thank you for your time, Kyle P[redacted] Customer Service Manager