Monro Muffler Brake, Inc.

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

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.

I do not accept the offer to bring my vehicle in to have a Monroe MMuffler tech look at it. However, I would like an independent party to look at the part for me. Even if I go to another Monroe shop I feel like I will not be treated fairly.The part number that is listed on my invoice was supposed to be new. Also, I am willing to submit a picture of the part.When I called customer service [redacted] asked me for my name and the shop I went to. After Learning that that the corporate office is also local to Rochester, I felt like everyone knew each other and would try to discredit everything I was saying. Speaking directly to a supervisor would made me feel more comfortable getting this matter resolved.Please remember that this is not only about the part, it is also about the unprofessional way my situation was handled. I had a appointment at 0900 hours and didn't get my car back until 1830 hours. I didn't think it is practical to keep someone's vehicle that long for a coolant flush, oil change and thermostat change. I had to be the one calling to check on the status of my vehicle and told that it is just sitting in the shop while the mechanics are working on other vehicles. Plus, the rear heat was never fixed.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]

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

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
The manager did not offer to replace the tire at no cost. He told me I would have to buy a new tire. He took no action at the time to stop me from leaving by saying something to the effect of, "We will gladly replace your tire(s)." He told me my warranty had expired, and that he was not going to fix the tire. Period. Since this matter was not resolved, I was forced to buy two new tires at the cost of $280.45.I have retained the tire in question. The dealer that replaced the tire, in fact, told me that the tire in question had actually failed - the belts had separated - and thus I was required to replace the pair of tires.Therefore, to resolve this complaint, I will provide you with a copy of the receipt for the new tires and expect that you will send me a check for that amount: $280.45. When I receive the check, I will deliver the failed tire to the local Tire Warehouse. From there, you can submit a warranty claim to Yokahama for the tires that failed due to belt failure.When I asked to have the warranty money replaced, I did not have the information on why the tire was failing - due to the separated belts. Further, the manager only did a visual inspection of the tire and never even bothered to take the tire off the car for a proper inspection. Had he done that, he would have discovered the failed belt. You have one more opportunity to properly address my concerns. I trust you will see my side of the story and issue me a check for $280.45, on earlier stated date of 2/22/2016.
Regards,
[redacted]

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 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] C. [redacted], #[redacted].                    Installing two rear tires would not cause any issue with the vehicle that Mr. [redacted] is describing. Our company should not be...

held responsible for front end issues on a thirteen year old work van with nearly 250,000 miles on the odometer after replacing rear tires at Mr. [redacted]’ request.         The tire replacement and the problems with the front end of the vehicle are simply unrelated to one another and because of this our company will not be taking responsibility for this matter and we will not be performing complimentary services on Mr. [redacted]’ vehicle.                Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].          This complaint was brought to our company’s attention two months after our service was completed. Our local Market Manager got involved and offered to reimburse Ms. [redacted] for the...

expense of the replacement tire, despite there being no evidence that indicated that it was our shop that installed the bald tire when we replaced the tire pressure sensor.          I cannot offer any parties involved an explanation of how or why the bald tire was installed on Ms. [redacted]’s vehicle because we are not sure that our shop is the one who installed it. It would make no sense to and our shop would not benefit from installing a different tire back onto the vehicle. Our company, however, has already given Ms. [redacted] the benefit of the doubt and reimbursed her for the expense of the replacement tire by way of a refund check that was mailed to her on 11/6/2017.          I believe that our company has adequately addressed Ms. [redacted]’s complaint and I 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].
            We will
issue a credit for $25.00 to be used at any of our locations for any service
that we offer. No further refunds or credits will be considered; Monro
considers this matter closed.  
Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] S. [redacted], #11095387.             My superior has already spoken with Ms. [redacted] about this matter and has told her that we will not be offering anything to her with regards to...

this situation. Our position is that Ms. [redacted] brought an issue to our shop to have the issue resolved and we simply could not resolve the issue. Our shop performed complimentary work to try and resolve the issue, but with no success. Ms. [redacted] has truly been a great customer to us and we wish that we could resolve her issue but we cannot. During our last conversation with Ms. [redacted] she stated that she would be taking us to court. We do not feel that we are responsible for compensating Ms. [redacted] for this issue. I sincerely apologize to Ms. [redacted] for this situation but our position on this complaint remains the same. 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] contacted our corporate headquarters on January 12th regarding this complaint. The water pump on Ms. [redacted]’s vehicle needed to be replaced before any other problems with...

the cooling system could be properly diagnosed. Once it was determined that the vehicle’s head gasket was blown, our department issued a goodwill refund of $340.60 to Ms. [redacted] due to the vehicle having extensive issues that were not initially expected. Our shop did not cause the issues that Ms. [redacted]’s vehicle has; we simply performed a repair that was needed in order to diagnose the full extent of the vehicle’s issues. We will not be issuing any further refund for Ms. [redacted] and we will not be taking any responsibility for the vehicle’s issues. Ms. [redacted] has already been refunded a significant portion of her bill purely as a gesture of good customer service, even though our shop did not do anything wrong.      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 cannot wrap my head around how a business can act like this to a customer that it undeniably, for a fact, has completely screwed over, especially infront of witnesses like the Revdex.com, shamelessly. You have some serious balls.The fact that a coorperation can charge hundreds to someone, do horrendous work, cause over a thousand dollars in damages, and then cut a check for 150 bucks and say '[redacted]off', blows my mind.The damages are so obviously caused by the poor work done by monro. Work so poor, that the componants touched, must be replaced bacuse of how molested and misshapen they have become.And to try to weasel your way out of responsibility by grasping onto straws, is I guess at this point, not a surprise.I was told that since the paperwork done, the repair estimate I had to get to show how much damage you caused.. It said "replace exhaust pipe due to rust/damage".. I was told you do not cause rust. Okay, fair. Except that in this instance it was the "/damage" part that applied. This is obvious because in any one of the dozen pictures I sent, it is clear that there is no rust on my vehical.Beyond the exhaust work, was what started all of this. Which was the 4 tires that I had them mount and balance. Which, they just cant seem to find record of conveniently. It may be under my brothers name 'nicholas [redacted]' I told them.I went back 3 times becuase of the bumpy ride. Every time it came out the same or worse.Finally after weeks of bumpy ride, while waiting for this to be resolved, I gave in and went to another shop to have them balanced. They said one tire in particular was 3 OUNCES OFF.How can my car go in and out of monro 4 times and still have a tire balanced that poorly? I guess I shouldnt be surprised because whe. They replaced the bolts in the exhaust manifold flange, they used nuts and bolts half the diameter of whats called for. And when they stripped those nuts and bolts during installation, instead of replacing the striped bolt, they just globbed exhaust putty on the nut so it wouldnt fall off.....Please.. PLEASE .. Try to rationalize that to me. Go ahead. 
[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] P.S. Many thanks to the Revdex.com employee that handled my complaint.  I received the gift card only days after turning this over to you.  Kudos for your help and speedy responses.  Have a great day.  You are appreciated!

This letter is in response to the complaint from [redacted], #[redacted].          I cannot find any record of Ms. [redacted] contacting our corporate headquarters to report any issue with her service. According to our shop, Ms. [redacted] did not mention any issue with the oil...

level not being correct when she called them, but instead was concerned with the brake recommendations our shop made. Our Store Manager invited Ms. [redacted] to come back so we could show her why the brakes were recommended, but she refused and said that her mechanic told her the brakes were not needed and she would not return to our shop. If Ms. [redacted] is still not willing to return to our shop to allow us to verify her concerns I ask that she supply documentation from an outside shop that details the issues with our service. I hope that Ms. [redacted] will give us an opportunity to look over her vehicle and correct the issues that she says that our employees made.  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 not received any calls what's so ever. No one has informed me of anything being fixed. This does not excuse the fact that that a mechanic from Monro Muffler removed the bearing grease from my vehicle causing the bearing and spindle to go bad. I have not seen or been offered a price adjustment for the additional damaged caused by the company.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].         The agreed upon refund of $559.88 was processed in today’s refund batch for Mr. [redacted]. I apologize for the wait involved with handling this for him and I appreciate Mr. [redacted]’s patience throughout this process.   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].        Ms. [redacted] approved our shop to perform the repairs to her vehicle that we recommended she have done. Ms. [redacted] never contacted our shop with regards to any issue with her service, but we were...

contacted by a friend of Ms. [redacted] asking why we sold the components and services to her that we did.        Ms. [redacted] states in her complaint that an outside shop told her that the services we performed did not need to be done. I question how anyone would know what the vehicle needed, or did not need, after the services were already completed. I would like to ask Ms. [redacted] to provide documentation from [redacted]’s Service Shop that supports that claim. I will not be honoring Ms. [redacted]’s request for a refund at this time since she approved all of the work to be done at the time of the service and there has been nothing provided to suggest that our shop has done anything incorrectly or inappropriately. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Mikail
[redacted], #[redacted].
            Mr.
[redacted] is the highest authority who deals with customer related issues
within our company. Mr. [redacted] has never been our customer and...

the person
who paid our company for services has never once contacted us to report any
issue. If our customer would like to contact us to report an issue with their
service we would be happy to address their concerns. Our position on this
matter will not change and Mr. [redacted] has been given a thorough explanation
of our stance on this matter already.
 Thank you for your time,
[redacted]
Customer Service Manager