Monro Muffler Brake, Inc.

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 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

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.  For your reference, details of the offer I reviewed appear below.Within less than six months, I don't think that having perfect breaks to needing to be replaced completely is not the norm.  There is still an issue with the brakes grinding and one of the mechanics at the shop said they were still grinding when he took them out driving and the manager or trainer that was there that day, told him not to say anything to me. I was told by the manager at the store that there have been problems before with people having problems with their cars and issues until he came along. I wished I had known there was a problem before hand so I didn't have to pay for a brand-new brakes. This company owes me the money back for my rear brakes.  If I was told back in December that I needed new brake pads, then there wouldn't be an issue today. The company is at fault for not keeping on their employees for doing the correct job before hand. It is not my fault that there were issues in the past but now I am paying for them.
Regards,
[redacted]

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

This letter is in response to the complaint from [redacted], #[redacted].          I apologize to Ms. [redacted] for this matter ever occurring and I would like to thank her for giving us time to get this refund handled for her. A check for $73.50 is being mailed out to Ms....

[redacted] this week to the address listed on this complaint. 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 Lillian
[redacted], #[redacted].
            We
processed a refund for $21.00 on 5/11/2015 back to the Visa card Ms. [redacted] used
to pay for our service. The credit will typically take 3...

business days to process
through to the credit card account. Ms. [redacted] should see this credit within the
next day or so if it has not already there.  
 Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].   I cannot find any record of [redacted] contacting our corporate office at any time to seek assistance with resolving this issue. I have found services performed in April 2016 that is potentially related to this complaint;...

however I am unsure that this was the service that [redacted] is referring to. In the complaint [redacted] states that an outside shop diagnosed and fixed the issue with the vehicle. In order to proceed with addressing this complaint I need to have the opportunity to compare the services that our company performed to the services performed at the outside shop. If [redacted] could forward the outside shop invoice to me through the Revdex.com website, or fax the documentation to my attention, it would be greatly appreciated. If faxing is easier, please forward the invoice to ###-###-#### to my attention.  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 Ms. [redacted] and her son in law for this error that took place at our shop. I appreciate Ms. [redacted] contacting us prior to...

filing this Revdex.com complaint and allowing us the opportunity to resolve this matter for her.  A credit of $504.24 was processed to Ms. [redacted]’s Visa Card on Monday 5/23/2016. If there is anything further we can assist her with I would ask her to call us back at the corporate office.  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] A. [redacted], #[redacted].             Ms. [redacted] needed an alignment performed six months ago when she purchased the tires from us; that is why we recommended the alignment in the first place. She chose not to have the alignment done and now the two front tires are unevenly worn. I do not see how our company can be held responsible for recommending a service that would have prevented the problem that the customer is now having six months after we last worked on the vehicle.    Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted].
[redacted], #[redacted].
 
            Our
corporate headquarters processed a refund for $114.49 plus tax back to the
Master Card that was used for our service on 5/22/2015. We...

apologize for any
delay in taking care of this request.  
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.
Regards,
[redacted] As I previously explained, Monro Muffler Company incorrectly installed brake parts to my 2010 Town & Country in which I'm still having issues with (brakes squeaking) etc. I requested a full refund so that I could take my vehicle to a more professional mechanic to resolve the issue  and not have to take a chance of being inconvenienced any further missing time off work. I asked for a full refund for being inconvenienced and for pain and suffering. Instead if this issue isn't resolved soon then I will be forced to report Monro Muffler to (Harrisburg, PA License Dept), notify CBS News consumer affairs and file a lawsuit with small claims court. Thank you,R. [redacted]###-###-####

This letter is in response to the complaint from [redacted], #[redacted].        We originally mailed a $100.00 rebate card to Ms. [redacted] on 10/26/16, which was within the eight week turnaround time that our company originally advertised. Ms. [redacted] contacted our Customer Service...

Department on 11/29/2016 and her call was forwarded to one of our Marketing Representatives named Don for more information. Ms. [redacted] was informed of the date when her original card was mailed out and Don agreed to send another card to her at our cost. That same day Don requested a cancel and reissue with our vendor that is handling this rebate program and the new card is set to be mailed as soon as the card is activate. Both cards were mailed to the correct address, which has been confirmed with Ms. [redacted], but we are still unclear why the first card was not delivered. I sincerely apologize for the delay in getting this card delivered to Ms. [redacted], but we have assured her that the card will be sent to her as soon as it is ready to be mailed.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] W. [redacted], #[redacted].        If Mr. [redacted] would be willing to send me the invoice from Omega Auto Works I would be willing to review that documentation for a potential refund of our work. I would like the opportunity...

to review the documentation before I confirm that our company will be refunding Mr. [redacted] for our diagnostic service. Please forward the documentation through the Revdex.com website, or via fax to my attention at ###-###-####.  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.  FoI disagree because the employee waiting on me clearly statedr your reference, details of the offer I reviewed appear below.
Regards,
[redacted] L [redacted]
I disagree because the employee that waited on me clearly stated that they had found other tires right off the shelves that had the same issue as mine did and said that thy was able to catch them but must of missed that one.The way the small hole was there is no way it was from running over something it was in the side of the tire and was very small like a needle hole

This letter is in response to the complaint from [redacted] G. [redacted], #[redacted].              Our shop submitted a refund request for $328.19 to our corporate headquarters for Mr. [redacted] for the replacement of a damaged sensor. We have not...

received a copy of the outside shop invoice in order to be able to process this refund. If Mr. [redacted] could forward the invoice where the damaged sensors were fixed we would be able to move forward on handling this complaint. If Mr. [redacted] could fax the documentation to my attention at ###-###-#### I will get this handled for him as quickly as possible.  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.
If it's easier to talk, please call me ###-###-####.I am still waiting for the promised credit from Mr. tire promised by [redacted] and [redacted]. I have since removed the stop payment order from [redacted] as of 7/2/15.Thank you,
Regards,
[redacted]

The only other thing I can think of is a refund on my oil change.  I originally went into their facility for an oil change, and they attempted to scam me out of a couple hundred dollars after I came back to pick my car up.Thanks!