Monro Muffler Brake, Inc.

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

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]###-###-####.

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]

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]

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]

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]

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] R. [redacted], #[redacted].          I will process the requested refund of $66.31 to the [redacted] Card that Mrs. [redacted] used to pay for our service. While I believe that our shop was trying their best to assist Mrs....

[redacted] so that she did not have to purchase new brakes from the start, I understand that we did not resolve the issue and I do not want to aggravate Mrs. [redacted] further. I will process this refund back to Mrs. [redacted]’s [redacted] Card on 1/13/2017 and the credit should post to her account within three business days from that day. I apologize for the negative experience and I wish Mrs. [redacted] the best moving forward. 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]

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

This letter is in response to the complaint from [redacted], #[redacted].             I would like to apologize to Mr. [redacted] for this issue occurring in the first place. As soon as we received the complaint from Mr. [redacted] we immediately...

reported this issue to our Risk Management Department. We consider any oil leak that occurs after an oil change service to be a very serious matter and something that needs to be investigated thoroughly. Our Risk Management Department is currently investigating the situation that lead up to this complaint. I will gladly update this complaint and Mr. [redacted] with any further details as soon as I can. 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], #[redacted].
             Ms. [redacted]
left our shop in March of 2014 with an invoice showing that she declined an
alignment and the road hazard coverage warranty. She never contacted our
corporate office or the shop to discuss her bill which clearly states she
declined those services. Ms. [redacted] never contacted our corporate office and
instead reached out to a third party to report her complaint. As we have
previously mentioned there was no rotations done on these tires, which will
cause the tires to wear quickly as well. Tire rotations are recommended to be done
every 3,000 to 5,000 miles to maintain the tires properly. We believe Ms. [redacted]
is simply trying to blame our company for her own negligence in properly
maintaining her tires. At this point we are not willing to offer Ms. [redacted] anything
since she has already replaced her tires and denied us the ability to help her
before with this prior to replacing the tires. 
Thank you for your time,
[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

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]

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 [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

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!

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.  This shop causes more damages to my car. Recently, I have spent more than  $1000.00 to fix the car, and   it is a leased car. Moreover, if you have listened to the recordings Bob agreed to fix my car with no free of charge if there is something wrong with the front brakes , and the back of the  two tires. The fact that I brought the car to his garage twice to fix the brakes and the back tires; he did not fix it . I want a refund. As a customer, you supposed to have more than 30 days warranty.  Instead of him fixing the issues that he caused in my car, he wanted to get more money out of me. This is not how you treat a first-time customer. For all this matter, I want a refund.  If I do not get a refund as soon as possible, I will bring this issue to the supreme court and call my lawyer.  
Regards,
[redacted]