Monro Muffler Brake, Inc.

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

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], #[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

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].         It is my understanding that our Customer Service Department has confirmed with Mr. and Mrs. [redacted] that the $135.53 was refunded back to their Visa Card ending in 7608 on February 13th.  ...

      If this is not correct, or if there is anything else that I may be able to assist Mr. [redacted] with at this time I would simply ask him to let me know via this Revdex.com complaint or by contacting our Customer Service Department by phone. I appreciate Mr. [redacted]’ patience throughout this process.    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], #[redacted] I will process the refund for the amount Ms. [redacted] paid for our battery on 6/13/2016 for $161.32. I will need to split the refund between the Master Card and the Visa Card that was used for payment on the service; I hope this is not a problem, but it is something I cannot avoid. I appreciate Ms. [redacted]’s patience during this time and I wish her the best in all future matters. 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.
We haven't received a single phone call from Ted. There are no voice mails from him either. 
Regards,
[redacted]

This letter is in response to the complaint from Fred
[redacted], #[redacted]. 
            Upon
reviewing this matter further we have determined that the requested refund is
in order. There was miscommunication on our shops behalf and we...

confirmed what
Mr. [redacted] had said to be true. A refund was processed on 7/30/2015 for the requested
amount to his Master Card. We apologize for how this issue was handled at the
shop level.   
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] W. [redacted], #[redacted].             My position on this matter remains the same and I will not offer Ms. [redacted] anything else 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].            Ms.
[redacted] and authorities within our company have already spoken about this
matter. Ms. [redacted] wrote a letter to our corporate headquarters and we have
come to the agreement that we will refund Ms. [redacted] $1,137.06 which is the
amount she requested in the letter she sent us. This check is set to be
processed on 12/23/2015 and will be sent to the address she provided to us. We
sincerely apologize for the mistakes that were made and the inconvenience of
having to deal with the mistakes we made. We appreciate Ms. [redacted]’s patience
in allowing us to handle this for her. 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 received quote from [redacted] [redacted]. Cost of Dealership labor is $163.46 but not $220 as Monro charged:"I have the shocks in stock they are$129.29/ea the labor to install is $163.46 and I would need the car for 1 1/2 to 2 hours.Please let me know if you would like to set and appointment.Thank you[redacted] [redacted]Service Manager[redacted]
[redacted]
[redacted]
Regards,
[redacted]

This letter is in response to the complaint from [redacted] Cintron, #[redacted].              I would like to apologize to Mr. [redacted] for this issue occurring at our shop. There is no reason why this service should not have been...

completed correctly in the first place. I would like to refund Mr. [redacted] $39.95 for the oil change that we charged him for on 2/26/16 and send him a service credit for $40.00 that he can use at any location for any service that we offer. When our company makes an undeniable mistake we will do everything we can to resolve the issue with our customer. What happened to Mr. [redacted] was a sloppy mistake, but is not something that happens regularly with our company. I appreciate Mr. [redacted] giving us an opportunity to resolve this issue for him and I look forward to him returning for his automotive needs in the future. Thank you for your time, Kyle P[redacted] Customer Service Manager

Revdex.com:
I was originally told my the regional manager in my area that he would review my invoices and call me back with an amount of refund including time missed from work.   He never called back even after my call to follow up.   My tires are not the sole issue and I was told by the regional manager I would receive a refund.   This is why 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]

I am faxing over a copy of the receipt and write up for the work I had done on my 2008 Honda CRV. Inaddition to the original information I typed into the complaint form I would like to add that it is nowMonday 12/14/2015- According to [redacted] of Monme Muffler the last time I called...

them12/09/20151 "should hear by the end of the day" from [redacted]. I still have yet to hear anything.This is absolutely unacceptable.As you can see from [redacted] write up there was more damage done to thecontrol arm with the fix that Monro Muffler deemed "fine".The total from what I am seeking back for faulty repairs dc1ne on 04/25/2015 and repair done12/10/2015 now totals$ 1,105.20.Further, the proper bolt also has a washer a lot thicker (as can be seen in the photograph) than the onethat they put in my car (my guess is this is why there were 2 washer's instead of just 1) and it ispermanently affixed to the bolt itself to prevent it from moving. As you can see in the pictures thewasher's on the grade 5 bolt Monro Muffler put in are bent and ground out from the nut from movingaround (OEM part does not move).Thank you for your assistance in this matter. [redacted] from [redacted] also stated you arefree to call him at [redacted] regarding the nature of this repair and in case you need an officialpermission to do so, I do hereby give permission for the BI~B to contact [redacted]regarding all aspects of this claim/complaint.Please feel free to contact me at any time to discuss this case.Thank you,[redacted]###-###-####.

Mr. [redacted] has already been refunded in full for the alignment that our shop performed on his vehicle. Our shop replaced a right front tie rod end on his vehicle and the outside shop Mr. [redacted] went to replace the left front tie rod. Christina, a member of our...

Customer Service Department, explained to Mr. [redacted] that the work performed at our shop was needed and was not the same work that was done shortly after at the outside shop. On June 22nd, while on the phone with Christina, Mr. [redacted] accepted that only the alignment would be refunded to him and understood our company's position on this matter.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] J. [redacted], #[redacted].         Mr. [redacted] chose to have repairs performed on a vehicle that was totaled out by his insurance company. Mr. [redacted] told our shop, which is confirmed in writing on our invoice, that the vehicle...

had overheated and stalled out before the vehicle was ever brought to our shop.         It is my understanding that Mr. [redacted] was contacted by our local Market Manager, Eric A[redacted], who asked that Mr. [redacted] bring the vehicle back to our shop so that he could personally look at the vehicle. This request was declined and our company has not seen the vehicle or heard from Mr. [redacted] since then. Mr. [redacted] has not allowed our shop to see the vehicle and has not provided documentation to support his claim that our shop’s work was the cause of the engine damage.         At this point it is not possible to tell when the engine head was damaged due to overheating because the vehicle overheated before our shop started working on the vehicle. Our company is not willing to take responsibility for the damaged engine because of this reason and we will not be taking further action to address this matter at this time. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Natalie
[redacted], #[redacted]. 
            We ask that
Ms. [redacted] forward a copy of where she passed inspection so that we can
confirm the re-inspection. Once we have an opportunity to...

review this passing
inspection we will refund the requested $21.00. We would like Ms. [redacted] to
know that if she had called our corporate office for assistance this matter
would have been handled in a much timelier manner.  
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.This is the only communication that transpired between both parties, the reply statement is false and negates what my first offer to them, which I received no response from the business to date.Attached please find my repair bill from my mechanic that does all my repairs, the engine was making a ticking noise; I am not asking for damages, just a full refund of the amount charged by Monro. Sincerely, [redacted] Regards,
[redacted]

This letter is in response to the complaint from [redacted],
#[redacted].
             Mr. [redacted]
has never been told by any representative or manager at the corporate office
that we will price match parts only; this is simply not true. We have taken
plenty of time to explain to Mr. [redacted] over the phone our policy regarding
price matching after a service has been completed. Our company issues price
match refunds regularly when valid documentation is provided that shows our competitor’s
price for a job was quoted lower than what we charged. No one has ignored Mr.
[redacted] and we have explained our position on this matter several times to him. If
Mr. [redacted] has an issue with his brakes, he can return to any one of our shops
to have them looked at under warranty. Mr. [redacted] called three days after the
service was complete; he has had plenty of time to supply us with the
documentation we requested for the price match. At this time Mr. [redacted] is
beyond the thirty day price match time frame and we will not be accepting any
price match estimate.
 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was not offered a discounted tire.  This damage could also be consistentwith a defective tire.  However Monroe made a determination without checking my tire.  I CHOSE to get 4 new tires as I was not willing to risk my safety and drive on other of the same type batch of tires when one completely shredded.  Monroe does not know if the other tires were fine, because they never bothered to check my tires befire trying to charge me for a new tire.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]