Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted]          I would like to apologize to Ms. [redacted] for the mistakes made on our corporate office’s behalf. I stated in my previous response that this matter is being turned over to our Risk Management Department and [redacted] Insurance; however, the Market Manager in Ms. [redacted]’s area has contacted me since and stated that he has chosen not to turn this over to Risk Management to start a claim. Instead, we would like to offer to Ms. [redacted] a full refund for the service performed on 3/16/2017, a total reimbursement of $389.61. If this is an acceptable resolution then I will proceed with the refund that I detailed above. 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

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] Kyle, thank you for responding to me. yes tony was very pleasant and understanding as well, he did explain the slight drift may come from my used tires. He did say that the other issues for my previous returns had nothing to do with the tires. I do appreciate him clearing things up and explaining this. yes I am willing to accept the refund for the alignment. Thank you for making this right, its greatly appreciated!

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

This letter is in response to the complaint from [redacted] R. [redacted], #[redacted].             I would like to apologize to Ms. [redacted] for this issue and let her know that we have taken the appropriate disciplinary action against the shop that had...

given this information to this individual. It is my understanding that Ms. [redacted] has discussed this matter with Jim S[redacted], the District Manager in the area already and received an apology from his as well. I would like all parties involved to know that this is an isolated incident and it is not a company practice. I cannot begin to justify what our shop did in this instance, but I sincerely apologize to Ms. [redacted] for what our shop did. Thank you for your time, Kyle P[redacted] Customer Service Manager

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

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.   Thank you you for your kind offer, I will look forward to your certificate.
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]
I have faxed all the paper work to customer service   The week before contacting Revdex.com  Thank you for the follow up.  [redacted]

This letter is in response to the complaint from [redacted], #[redacted].         Performing an emissions and state inspection would not cause any issue with the vehicle’s cables. While I understand Ms. [redacted]’s frustration with an unexpected automotive issue, the...

problem that she is experiencing is not anything that our company has caused. The store that Ms. [redacted] has visited is under new management and our new Store Manager, Khalid, is more than happy to assist Ms. [redacted] with this matter moving forward. Our company will not be taking responsibility for the issues present with Ms. [redacted]’s vehicle and we will not be issuing a refund to her 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].                    I would like to clarify that I mistakenly stated that Mrs. [redacted]’ account was already overdrawn prior to our service, which was not correct. However, our company was given a debit card for payment after being told of the total due for the two tires that were installed.        This card was used for payment and afterwards Mr. and Mrs. [redacted] discovered that the amount paid to our company had overdrawn their account. It is not our company’s responsibility to know the balance on the accounts of customers that are paying for services.         Furthermore, Mrs. [redacted]’ six overdraft fees were not a result of our company’s charge, but rather the account being used four times after the account already had a negative balance. I do not believe that our company is responsible for the overdraft fees and we will not be issuing a refund to Mrs. [redacted] for the overdraft fees. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].        I will process a refund for the $125.00 dealership invoice to Ms. [redacted] on Friday, January 20th. In order to try to make up for the inconvenience of this situation, I am happy to send Ms. [redacted] a $100.00 credit towards future services with our company that can be used at any of our locations, for any service that we offer. I apologize to Ms. [redacted] that we were not able to diagnose this electrical issue ourselves and I look forward to reimbursing her the expense to correct this issue.  Thank you for your time, Kyle P[redacted] Customer Service Manager

4/29/2016 Revdex.com 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from [redacted], #[redacted].             I spoke with Trent yesterday about Ms. [redacted]’s ongoing issue yesterday. Trent told me that we replaced several components on Ms. [redacted]’s vehicle which resolved the issue. Paul, the Store Manager, contacted Ms. [redacted] today and she told Paul that her vehicle was running great. I appreciate Ms. [redacted]’s willingness to give us another chance to get this issue resolved. 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
personally spoke with Ms. [redacted] about this matter and never once insinuated
that she was lying. Ms. [redacted] accused us of joy riding her Camaro and...

using
three quarters of her gas tank in doing so. I patiently explained that after
using simple math I disagreed with her claim and thought it was impossible to do
what she had accused us of doing. Ms. [redacted]’s vehicle has a nineteen gallon
fuel tank capacity and her vehicle averages twenty-one miles per gallon. She is
stating that we used roughly fourteen gallons of gas while she was away from
our shop for about three hours. This would mean that in three hours we drove
approximately two hundred and ninety miles; this simply is not plausible. I
explained to Ms. [redacted] that I did not think that she was fabricating her
story, but that there had to be some misunderstanding or underlying issue. Our
shop stated there was a technical service bulletin for gauges on this model
vehicle “sticking” and not giving accurate readings and that she should contact
the Chevrolet dealership to inquire further. Ms. [redacted] was extremely upset and
I apologized for this, however we did not use the gas that she claims we used.
We will not be offering her anything going forward past the $20.00 store credit
offered to her strictly as a show of good customer service.
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted].          I cannot find any record of Mrs. [redacted] visiting any of the shops in her area. I have searched in every way that I can in order to find an invoice for her service, but I cannot find any...

record of the visit. I am happy to look into this situation for Mrs. [redacted] but first I need to find her invoice in order to gather more information. If Mrs. [redacted] could please provide me with the address of the shop that worked on her vehicle, as well as the invoice number and the customer name on the invoice, I will be glad to look into this situation for her. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] J. [redacted], #[redacted].        I would like to apologize to Mr. [redacted] for the repeated issues with our alignment services. I will refund Mr. [redacted] for the amount he paid in October for the alignment that our shop performed;...

however, I would like to clarify the amount that he paid to us for that service.        According to my records, Mr. [redacted] paid $79.99 for the alignment on October 9th with a Visa Card. As long as this amount can be confirmed as the correct amount paid for the service, then I will gladly process this refund for Mr. [redacted]’s Visa Card.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
            Ms. [redacted]
had contacted us previously to report this issue to us. Ms. [redacted] alleges in
this complaint that she had to have her oil changed the day...

after we charged
her for an oil change because it was not actually done by us. Ms. [redacted] made
the same claim when she contacted us directly. The invoice for the oil change
she provided us from the outside shop was done nearly three months after our
oil change and two thousand miles later; very much contrary to her claim that
she had the oil changed the day after we changed the oil. Ms. [redacted]’s vehicle
also failed inspection at the outside shop for additional work needed. I am not
offering any refund to Ms. [redacted] at this point.  
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; provided Monroe Muffler Brake, Inc., follows through with their promise to mail me a check (on 13 February) for $120.00.If I do not receive the check within 7 days, I will contact you.I very much appreciate your help with this.
Regards,
[redacted]

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted].         As I stated previously, there is not anything documented by Ms. [redacted]’s mechanic to indicate that our shop did anything wrong. In addition to the lack of any issue being detailed in writing, I feel that if I agree to refund Ms. [redacted] for our service, then I will be admitting to wrong-doing and in turn admitting to causing an issue with her vehicle. I do not believe that our shop had made a mistake other than marking her oil change sticker incorrectly, which, at this point we cannot verify. I apologize to Ms. [redacted] for any inconvenience this situation caused, but I will not be honoring her request for a refund.    Thank you for your time, Kyle P[redacted] Customer Service Manager