Monro Muffler Brake, Inc.

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]

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 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] 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 [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] 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

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 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].             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] C.
[redacted], #[redacted].
            I
appreciate that Mr. [redacted] gave us an opportunity to try and resolve this
problem by calling our Customer Service Department before...

contacting a third
party. According to our records Mr. [redacted] had approximately $170.00 worth of
exhaust work done at no charge to try and resolve his exhaust issue on
11/23/2015. Mr. [redacted] has not made any attempt to contact us back since and we
are in disagreement that we caused his exhaust issues. At this point I believe
the complimentary services we have performed have adequately addressed Mr.
[redacted]’s complaint and I am not going to offer anything further 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].        Mrs. [redacted] contacted our corporate office and filed a complaint with our company regarding this experience, but would not allow us to help get her to another shop to have her vehicle looked at...

and have her oil light reset. I will refund Mrs. [redacted] $31.54 for her last oil change from May and I sincerely apologize to her for how our employee treated her. The employee has been addressed and I can assure Mrs. [redacted] and others that this behavior will not take place again at this shop.  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]. I have attached 4 receipts. On 5/11/2015, Monroe placed 4 new tires on my car.On 7/30/2015, Monroe performed a tire rotation and oil change. On 9/26/2015, Monroe replaced front brakes. Monroe was unable to replace back brakes so I had to go to Volkswagen an hour and a half from my house to do the rear. On 10/17/2015, Volkswagen replaced rear brakes.  On 2/13/2016, [redacted] replaced 4 tires, I called Volkswagen since they are the last individuals whom have serviced my car ( besides oil changes) they stated they always use master keys. They never use the customers keys. Volkswagen informed me that it is impossible for them or I to remove my tires with out the key. [redacted] was kind enough to plasma cut the nut off all 4 tires. Total labor 91.78 plus tax. [redacted] replaced all wheel lock nuts, now I have no lock on my tires which is not an issue. But if I would have had a flat on the highway it would have been impossible for anyone to remove my tires unless I had the key or it was done by volkswagen shop. Which are far and few between in Belmont, Ny. I am originally from Erie, pa and just moved to Hornell in 3014 and to Belmont in the middle of 2016.  I have attached all receipts. If you can not read them please let me know and o can PDF them at work. 
Regards,
[redacted])

This letter is in response to the complaint from [redacted], #[redacted].             After speaking with our shop about this situation, I would like to offer Ms. [redacted] a partial refund for her service. I understand that the exhaust...

service was not as described and there was a potential issue with our balance as well. In this case I am happy to side with Ms. [redacted] and offer her a refund for the wheel balance and the labor charged to her for the exhaust service, plus applicable tax, for a total refund of $54.70. I would ask that Ms. [redacted] confirm this is a fair resolution to this situation before I process this refund. I apologize for the issues that occurred after Ms. [redacted]’s service and I would like to also offer her a credit towards future services to give her a good reason to give us another chance to earn her trust. Thank you for your time, Kyle P[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].         I have included a copy of the invoice from Ms. [redacted]’s last visit on October 31st to our Newburgh location. Ms. [redacted]’s invoice shows that our shop found no noise or vibration coming from the front brakes, but did find a slight vibration from the rear brake drums. Ms. [redacted] declined the work recommended to her that day and has not provided documentation that shows she has had the vehicle looked at since.         Our shop maintains that the issue that is causing this vibration is not related to the brake work performed in April, but rather the rear brakes that we have not replaced before. Without proof in the form of a paid invoice that details that the front brakes were the cause of the vibration, I cannot consider a refund for Ms. [redacted]. 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 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

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 [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] M. [redacted], #[redacted].             I would like to first apologize to Mr. [redacted] for any miscommunication by our shop, we value Mr. [redacted]’s business and we hope that we...

can service his vehicles in the future. I have recently spoken with our shop about this matter and our Store Manager Gaelin told me that he did not recall Mr. [redacted] coming to our shop or contacting him afterwards about this. I asked Gaelin if there was any issue with using [redacted] and he explained that using [redacted] can sometimes delay and complicate the process due to their approval process. Gaelin told me that he would be more than happy to try and assist Mr. [redacted] with this service and asked me relay to Mr. [redacted] that he is welcome to call Gaelin and set up an appointment. It is my understanding that Mr. [redacted] had corresponded via email with the Market Manager in the Louisville area towards the end of December. Our Market Manager and I are in agreement and we will not be performing a complimentary service for Mr. [redacted] because of this mishap but we are happy to try and assist him with this service. Thank you for your time, Kyle P[redacted] Customer Service Manager