Monro Muffler Brake, Inc.

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

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] 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

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 [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

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

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.  That's fine. I will never go to that particular shop ever again.
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

This letter is in response to the complaint from [redacted]
[redacted], #[redacted].
            I would ask
Mr. [redacted] to forward me documentation from his mechanic to me so that I can
have an opportunity to review the mechanic’s...

description of the exhaust issue.
I cannot find any exhaust work done besides a resonator which we replaced on
March 10th 2015. I cannot find any record of Mr. [redacted] returning to
any one of our locations, or contacting our corporate headquarters to report
any issue with the service. Please forward the requested documentation to me so
that I can start the process of addressing this situation.
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

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] 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], #[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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear belowWhat they said was not true. They never offered for me to come back to the shop. They also had no comment when I mentioned the oil shortage. They also refused to listen to my mechanic when he told them that the brakes were like new..Regards,
[redacted]

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

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] J. [redacted], #[redacted].         I cannot find any record of Ms. [redacted] contacting our corporate headquarters to seek assistance with resolving this issue. After speaking with our Store Manager Bill, I believe our shop has...

assisted Ms. [redacted] by discounting several items and by allowing Ms. [redacted] to provide her own parts for our shop to install. In early July 2016 our shop allowed Ms. [redacted] to provide a front differential that our shop installed for her; technically, our policy is not to install customer supplied parts, but understanding the frustration of an unexpected repair like this Bill broke policy to assist Ms. [redacted]. Over two months later Ms. [redacted] returned to our shop stating that her vehicle had a noise and had an issue with her four wheel drive. Our shop replaced U-joints at no cost for Ms. [redacted] because she had again stressed that the cost of further repairs on this vehicle was becoming an issue. Ms. [redacted] returned in November stating that her vehicle was now not running correctly and was upset that she again had to spend money to repair her vehicle. Our shop installed a cap and rotor distributor for Ms. [redacted] and did not charge her labor for the install. Ms. [redacted] left the shop happy that day and our shop did not hear any issue until just a few weeks ago when a friend or family member of Ms. [redacted] contacted the shop stating the vehicle was ruined and it was our fault. Our shop asked Ms. [redacted] to bring the vehicle in so we could try and find what was wrong but our request was denied. Ms. [redacted] states in her complaint that she has proof that this issue is due to our shop’s work, so I am asking her to provide documentation to substantiate her claims. Ms. [redacted] is welcome to forward the documentation through the Revdex.com website or fax the documentation to my attention at ###-###-####. I believe our shop has been very accommodating and I will not be willing to refund anything to Ms. [redacted] until she provides documentation from an outside shop that her vehicle’s most recent issue is a result of our work.   Thank you for your time,   Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
            We would
like to request an opportunity to review the documentation from [redacted] Tire
to see what was replaced and what was noted about our...

work. Once we can review
all the documentation related to this matter we can determine what will be a
fair offer to make Mr. [redacted].
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager