Monro Muffler Brake, Inc.

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]

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] 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

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]

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] 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

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]

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], #[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.
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. 
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.  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]

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].             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

This letter is in response to the complaint from [redacted], #[redacted].        Ms. [redacted] contacted our corporate headquarters regarding this issue on the same day that she filed this complaint with the Revdex.com. Ms. [redacted] has been refunded $221.44 back to...

her Visa Card because the work our shop performed did not resolve her vehicle’s issue. I apologize that we did not solve Ms. [redacted]’s problem but the refund that she has requested in this complaint has already been processed.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Iesah
[redacted], #[redacted].
            Ms. [redacted]
contacted us and reported this issue on 5/6/2015. We apologized to Ms. [redacted] profusely
for this issue occurring and escalated this...

matter when she requested us to do
so. The last offer our company made was $100.00 to be refunded directly to her
as a means of making up for the inconvenience and potential danger we put her
in. Ms. [redacted] declined any credit towards future services in conjunction to
that refund and stated she would never return to any of our locations. Ms.
[redacted] has been a great longtime customer; we are disappointed that this
situation ever occurred and understand why she lost trust in this shop. We are
glad that no accident occurred and that Ms. [redacted] and others were not hurt
because of the work we originally performed.
Our company has resolved the issue
with the brakes failing and we do not believe Ms. [redacted] is entitled to a free
service because of what happened. Ms. [redacted] never mentioned that she wanted to
be reimbursed for the rental vehicle when she contacted us originally. We are
willing to offer a refund for $100.00 and reimburse the cost of the rental
vehicle. We would ask that Ms. [redacted] forward us the rental bill so that we are
able to verify the dollar amount and refund her for that. We would like to
state again that this brake failure should never have occurred and we sincerely
apologize to Ms. [redacted].   Thank you for your time,
 
[redacted]
Customer Service Manager

This letter is in response to the complaint from Matt
[redacted], #[redacted].
 
            Mr. [redacted]
currently has an open claim with [redacted] Insurance. Until this claim is
settled with [redacted], we will not be able to comment...

on this matter or
address this matter further.  
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], #[redacted].           Ms. [redacted] spoke with our company’s Director of Customer Service, Terry H[redacted], on 4/17/2017 regarding this matter. Ms. [redacted] maintains that she never authorized the $195.00 charge for...

the clock spring that our shop installed. Our shop has repeatedly worked with Ms. [redacted] to resolve her vehicle’s issues, but we simply do not agree that the clock spring was never discussed or approved to be replaced. Our Director has agreed to refund a $100.00 to Ms. [redacted] as a full and final resolution to this matter in an attempt to appease Ms. [redacted] for what she says she was overcharged.  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