Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted], #[redacted].                    Ms. [redacted] contacted our corporate office and filed a complaint on February 28th 2018. A few days ago Ms. [redacted] forwarded our...

office documentation from [redacted] Brokerage with information regarding payment due for her monthly rent.         Ms. [redacted]’s letter from [redacted] Brokerage contained information that indicated that the balance owed included late fees as well as eviction processing fees that would not be a result of one late payment from only the month of February; furthermore, this letter does not prove that the overcharge from our shop is the reason for the insufficient funds.         Due to the information presented in the letter from [redacted] Brokerage and there being no other documentation indicating that our shop was the sole reason for these fees, Ms. [redacted]’s request for further reimbursement has been declined.  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.
 My daughter was admitted to the hospital. When her problems resolve I will get the parts tested. She is my priority right now. Thank you.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].   Ms. [redacted] contacted our corporate headquarters on August 10th to report that there was an issue that occurred after we installed a battery in her vehicle. On the very same day our local Market Manager contacted our...

Customer Service Department to report that he was going to pay to have this corrected at a local Honda Dealership. It is my understanding that our company paid out approximately $1000.00 to correct this issue at the local Honda Dealership and that this work corrected Ms. [redacted]’s issues. Our Market Manager states that the vehicle was never undriveable and that the rental car issue was never brought up to his attention at any point. At this point in time I will not be authorizing a reimbursement for Ms. [redacted] as we have fixed the issue we caused with the vehicle and I do not have permission to refund the rental car bill. I apologize to Ms. [redacted] for any inconvenience this situation has caused.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] T. [redacted], #[redacted].        I am willing to refund Mr. [redacted] $150.00 as a full and final resolution to this matter. I will not be offering to refund anything further for Mr. [redacted] at this time.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Mikail
[redacted], #[redacted].
             The general
inspection which is in question was not paid for by Mr. [redacted]. If Ms.
[redacted] would like to contact us to report an issue with her service she is
free to do so. To this day Ms. [redacted] has not contacted our corporate office.
Mr. [redacted] failed for a New York State Inspection and had to have the work
done to pass the inspection. Ms. [redacted] had paid $43.49 for a general
inspection to find the issues with the vehicle before it was sold; additional
work was found to be needed during the state inspection afterwards. Our company’s
position is that this is an issue between Mr. [redacted] and Ms. [redacted]. We
are not responsible for refunding what was found during the state inspection.  
Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted]
#[redacted].
 
 
            A check for
$200.00 was processed along with a credit of $54.37 to Ms. [redacted]’s Master Card on
5/15/2015. The customer’s vehicle is 18...

years old and has 200,000 miles on it
and we do not believe we caused all of the issues she has experienced. We did
work at no charge to help correct this issue Ms. [redacted] was having and ended up
refunding every dollar she spent with us because we did not ultimately resolve
the issue. We do not believe we are responsible for the outside shop fix or for
the tow bill and will not be refunding anything more at this point.
 Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             It is my understanding that Mr. [redacted] has been contacted by the Market Manager, Robert Leo, about this issue. Robert contacted me back directly and told me...

that he spoke with Mr. [redacted] and agreed to send Mr. [redacted] a $50.00 credit towards future services with our company and told me that Mr. [redacted] is going to get touch up paint to correct the scratch. I apologize for this matter occurring in the first place and I thank Mr. [redacted] for giving us the opportunity to resolve this issue for him.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        Ms. [redacted] claims that our shop did not test the compressor, which our shop and I would have no reason to lie about since the failure of this component is completely unrelated to the service she came in for. Ms. [redacted] also claims to have spoken with mechanics who have stated the compressor should not have failed already. Interestingly, Ms. [redacted] has not provided any explanation or documentation that supports how our shop purposely caused the compressor to fail. I will not be taking any further steps to address or respond to this complaint unless Ms. [redacted] can provide documentation that explains in detail how our shop caused this compressor to fail.     Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             I regret to inform Ms. [redacted] that our company patched her tire and did not plug it. I would ask her to review her invoice to confirm that fact. Ms. [redacted] is not going to be refunded for this tire. My position on this matter remains the same and I am not offering anything further to her. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] B. [redacted], #[redacted]. Ms. [redacted] has brought her vehicle back to our shop multiple times stating that there is a noise coming from her vehicle. Our employees have driven the vehicle and cannot duplicate the noise Ms. [redacted] is...

reporting to us. If Ms. [redacted] can forward me the documentation from the Goodyear shop she took the vehicle to after our service, I would be happy to review it in order to proceed with a potential refund. I understand the frustration of not having an issue resolved after multiple attempts, but I cannot simply refund Ms. [redacted]’s bill based on her stating that Goodyear found that the hardware kit was not installed correctly. I would ask that Ms. [redacted] forward the Goodyear invoice to me through the Revdex.com website, or by fax at ###-###-####. If Ms. [redacted] would like, I would be happy to set her up at a different location of ours in order to get another shop’s opinion on what is causing this noise. 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.  First and foremost, the respondent is not being forthright with the Revdex.com. I gave the records he alleges not received to the local repair facility back in September. I also spoke with the repair facility on the date I made the original Revdex.com complaint and they confirmed that I gave them what twas needed for a refund and it was "submitted to corporate."  Due to their unprofessional conduct, I will no longer accept simple reimbursement of the damage they caused to my vehicle.  I want that reimbursement, PLUS, a refund of all monies paid by me to their repair facility AND I want to be paid for obtaining an alignment at another repair facility. I have included notes on their repair order made by the manager at the repair facility admitting that they owed me an alignment. Total amount owed for me to resolve this complaint was listed on the initial complaint form.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted]. Mr. [redacted]’s brakes are under warranty with our company and he is welcome to return to any of our locations to have the brakes looked at if he thinks there is an issue with them. As I have previously explained, the issue Mr. [redacted] brought to our attention was resolved at no charge to him and because of that I am not willing to refund him for our service. If Mr. [redacted] is having an issue with his brakes he needs to return to one of our shops to have the brakes inspected under warranty. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        Mr. [redacted] contacted our corporate headquarters in early-December to report that [redacted] had to seal his tires again due to corrosion on the wheels and also a lack of sealant on the wheels. Mr....

[redacted] sent the [redacted] invoice to our office and we sent him a check for the full amount of that invoice. I am unclear why Mr. [redacted] believes he needs new tires now, but we will not be honoring that request. [redacted] resolved the issue that occurred eight months after we installed tires on his vehicle and we have reimbursed him in full for the expense of that fix. I consider this matter fully resolved and our company will not be taking any further action with regards to 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.During my last visit to the Monro Brake and Muffler shop, they already stated that the part I provided is not the source of problem. It was a brand new high quality part with warranty. From the beginning they first stated that the rack is broken, and then there is air in the system, and now my part is broken! This situation is nonsense. Unfortunately this shop is very incompetent and unqualified and that's why every time they state different things and try to blame something else, instead of accepting the facts and resolve my issue. I already paid more than $300 for taxi and rental car and I cannot afford to pay more. I attached a picture that shows an example of the parts that they reassembled with missing bolts and nuts. According to the other mechanic that took the car for second opinion, there are many other missing bolts and nuts under the car as well as from AC system.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted]. Once I received this complaint from Ms. [redacted] I immediately contacted the local Market Manager in the area to ask for help with addressing this situation. Our Market Manager Tom said he left several voicemails for Ms....

[redacted] and no calls were ever returned. I want all parties involved to know that the issues Ms. [redacted] has brought to our attention are all issues we take very seriously and will all be corrected quickly. I apologize to Ms. [redacted] for the condition of our shop and for the excessive wait time for her service. Ms. [redacted]’s invoice states that she requested a safety check and scheduled maintenance check in addition to the oil change that was performed; that certainly did add some time to the total service, but I apologize nonetheless. I would like to offer Ms. [redacted] a refund for half of the service and make up the other half with a credit towards any future service, at any location of ours. With this offer I hope that we can give Ms. [redacted] a good reason to visit a different shop of ours in the future.           Thank you for your time,       Kyle Peterson Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         I would like to apologize to Mr. [redacted] for the inconvenience of this recent situation at our shop. We have recently found a glitch in our Facebook messaging system that is causing messages to...

not be received until days after they were sent. I apologize that Mr. [redacted] did not receive any response from our department via Facebook, but his messages were just found today once I searched for the messages with our Social Media Representative. I will make sure that the appropriate disciplinary action is taken against the employees at our shop for not making a better attempt at getting Mr. [redacted] taken care of quickly. To try and make up for this situation I would be happy to refund Mr. [redacted] for his service and send him a $20 credit towards future services with our company that can be used at any of our locations. If this is an acceptable resolution to Mr. [redacted] I would ask that he confirm so over the Revdex.com website.     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].
            As we have
previously stated we do not honor the mileage warranty that the tire
manufacture grants on tires they make. The only tire warranty our company
offers is a road hazard protection warranty. We have tried to work with Ms.
[redacted] and have offered to assist her in any way we can in dealing with the tire
manufacture. We will not be making additional offers to Ms. [redacted] at this time.
 
 Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from Dawn
[redacted], #[redacted].
            I would ask
Ms. [redacted] to please send me documentation from the outside shop who
identified the alleged cause of the issue. If Ms. [redacted]...

could forward the
documentation to me through the Revdex.com, or fax the
documentation to my attention at ###-###-#### I would appreciate it. Once I
have an opportunity to review the situation I will gladly get back to Ms.
[redacted] with more information and a possible resolution to this matter.
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].     Mr. [redacted] contacted our corporate headquarters on August 2nd and filed a complaint with our Customer Service Department. A refund of $41.48 was processed as a customer service gesture for the shop supply...

fee that Mr. [redacted] was charged for and not made aware of prior to our service. Mr. [redacted]’s complaint through the Revdex.com states that we did not replace all of the gas lines on his vehicle. Mr. [redacted] declined the GM fuel line kit that we recommended to him and instead had only part of the fuel lines replaced. I spoke with our shop and they told me Mr. [redacted] understood that with the repairs we performed, not all of the fuel lines would be replaced. I supplied an invoice signed by Mr. [redacted] which shows that the services we performed and the services recommended were understood at the time. I do not feel that Mr. [redacted] is due anything else back as a refund. I have attached a copy of the original invoice to this complaint, which shows on the bottom of page one the parts and services declined by the customer; these declined services extend to page two and includes the GM fuel line kit.           Thank you for your time,       Kyle Peterson Customer Service Manager