Monro Muffler Brake, Inc.

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

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

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

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].
            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

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 [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.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]

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 still will not being going back to this location due to the manager's inadequate follow through.
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

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

6/26/2015
 
 
 
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
 
 
 
 
This letter is in response to the complaint from Robert
James Hoots, #[redacted].
 
 
            Mr. [redacted] contacted us extremely upset with how his service was handled at the shop. Mr.
[redacted] stated that he felt he was overcharged for our service. If Mr. [redacted] can
supply us with an estimate for the same work to be done at a lower price we
will refund the difference. This estimate needs to be from one of our national
competitors such as, [redacted] or any dealership. Please supply an estimate within thirty days
from today’s day.  
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

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

I was convinced that was the issue and that I needed to replace the entire ac unit. Which yes I agreed to do it. Then my ac still didn't work then they told me I needed to replace something else and made me come back a few times and I went elsewhere and it was an electrical issue. Why couldn't no one at Monroe pick that up? I could have been replacing my entire car before they realize that? If they can't pinpoint what the issue is they could have told me that. I felt like I was being ripped off. I never complained about a business before and I pay my bills on time but I totally think that what happened is completely unfair. I understand I agreed to the job but that is because I trusted them to fix my car and find the source of the issue not because I wanted to come back every week to replace a part for my car.

This letter is in response to the complaint from [redacted] W. [redacted], #[redacted].             One of our Customer Service Representatives has already explained to Ms. [redacted] that the only refund we can issue is for the brake pads that were...

under warranty with our company. A check was mailed on 3/7/2016 to Ms. [redacted], but it was mailed to the wrong address; this check was returned to our corporate headquarters and has been mailed back out to the address listed on this Revdex.com complaint. Ms. [redacted] has stated that we never replaced her calipers in 2013, but the calipers we installed were remanufactured and will essentially look the exact same as the factory calipers that would have come on her vehicle. We have already issued the correct refund amount to Ms. [redacted] and I apologize that it has not been delivered to her yet.   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]. They asked for a document to review and I've attached that to this message. Wasn't sure if I should use the reject or accept button to respond. In any case the matter is unresolved at this time.
Regards,
[redacted]

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]

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

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 [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