Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted], #[redacted].        Mr. [redacted] has visited our shop two times since 2015. Between visits, Mr. [redacted] drove approximately 8,700 miles without rotating his tires and already had driven 16,500 miles on the tires before...

the vehicle was brought to our shop. Our shop recommended that Mr. [redacted] replace his tires on the second visit to our shop, but he declined to have them replaced at that time.        Months later when Mr. [redacted] contacted our corporate headquarters, a discount was offered to him as a gesture of good customer service, but this offer was declined. Mr. [redacted] has made it very clear that he wants free tires and our company will not be honoring that request for him.        Mr. [redacted] is not entitled to free tires after using them for 25,000 miles or more, just because he believes that our shop did not rotate the tires once, a year and a half ago. I would suggest that Mr. [redacted] contact the manufacture of the tires that are currently on his vehicle to start a mileage claim because our company will not be honoring Mr. [redacted]’s request. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted]. I would first...

like to apologize to Mrs. [redacted] for being billed for a service that was not performed. I believe that this was an honest mistake made by our shop that was not done in any way to try and take advantage of Mrs. [redacted]. Our shop submitted a refund request for the alignment on 7/27/2016 and a credit of $94.99 for the alignment was processed back to Mrs. [redacted]’s Visa Card on 7/28/2016. Mrs. [redacted]’s account should have received this credit by now and I apologize again for this billing error.  Thank you for your time, Kyle P[redacted] 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

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])

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].I accept the response, but I need to dispute the response statement that it was the Assistant Manager that was uncooperative.  The person we dealt with on this issue was Greg and I believe he is the store manager.
Regards,
[redacted]

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

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].         After carefully reviewing the situation I found that the refund that Mr. [redacted] was expecting, which our office stated was previously processed, was in fact refunded back to another...

customer’s credit card by mistake.         I personally called and explained our error to Mr. [redacted] and apologized for the mistake and the delay with handling this situation. A refund of $60.00 was processed back to Mr. [redacted]’s Visa Card on February 2nd, 2018 and should be back to his account by the end of this week at the very latest.         I would like to apologize to Mr. [redacted] again for the mistake our office made and to thank him for his kind and understanding demeanor when he and I spoke. I wish Mr. [redacted] the very best moving forward and I hope that he will continue to patronize our business in the future. Thank you for your time, Kyle P[redacted] Customer Service Manager

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

12/8/2015
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
This letter is in response to the complaint from [redacted] S.
[redacted], #[redacted].
            I would
like to start by apologizing for the delay in handling this refund. Mr. [redacted]
should not have had to wait as long as he did for this refund and I sincerely
apologize for that. A refund of $157.50 was sent by way of check to Mr. [redacted]’s
address on 11/23/2015 from our corporate office in Rochester New York. This
amount is the full amount we are willing to refund Mr. [redacted].
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 I am supplying the documentation they requested as an attachment to this message.  
Regards,
[redacted]

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 cannot find any record of Mr. [redacted] visiting any of our shops since 2015 and in order to be able to address this situation I will need to review Mr. [redacted]’s invoice. If Mr. [redacted] can provide...

me with the shop’s address, invoice number and date of service, I would be happy to look into this situation further. Thank you for your time, Kyle P[redacted] Customer Service Manager

Refund me for services that were not truthfully done which is the alignment in the amount of $94.99.  Let me know if you need further proof showing that I was charged for services that was not completed.

This letter is in response to the complaint from [redacted], #[redacted].             Ms. [redacted] contacted our corporate office on 4/18/2016 and explained that she could provide an estimate for the same job that our shop...

performed, at a lower price. Meghan in our Customer Service Department explained the price match policy to Ms. [redacted], and Ms. [redacted] stated she will get back to us with an estimate. We are happy to honor a price match refund for Ms. [redacted], but we need to be provided an estimate from a national competitor for the same work. 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]
Thanks for getting back to me. I do have the work completed and my receipt from Monroe Transmission. Am I able to fax these to you or do I mail them? I am unable to get these scanned into my computer to attach them as a document. I am not positive if I still have my receipt from Monroe Muffler but I do have my credit card bill that came in the mail; would you need that as well?

This letter is in response to the complaint from [redacted], #[redacted].             A refund of $50.28 was processed back to Mr. [redacted]’s Master Card on 2/25/2016. This credit should be back to his account by today’s date. I appreciate Mr. [redacted]’s patience with us 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]My vehicle was returned to me unsafe. I took it to my Subaru dealer who deemed the vehicle unsafe to drive back to Mr Tire (which is another 10 miles from the Subaru dealer). The steering system failed in the driveway of the Subaru dealer .

This letter is in response to the complaint from [redacted], #[redacted].           I cannot find any records of Mr. [redacted] having his tires rotated since he purchased them from our company in July of 2015. Not rotating the tires will cause them to wear more quickly and I...

believe that this is the cause of the premature wear. I spoke with the Store Manager Justin at our Haverhill location about this situation, and Justin said that he did not recall Mr. [redacted] contacting their shop about this issue but he would be happy to help still. The mileage warranty, in this case 40,000 miles, is a warranty through the manufacture and not our company. We would like to assist Mr. [redacted] in this situation, but I need to ask him to contact Justin at our Haverhill location in order to proceed. We will be happy to assist Mr. [redacted] with this situation, but we need to be able to inspect the tires first before we will know how we can proceed.  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 and do find significant and consistent issues to which are not only offensive, lacking in full accountability and truth, but are also disturbing. At the least, I am owed a sincere apology and a grateful thank you for me patronage of trying to do business with Monro through the years. While it true that I have had other circumstances with Monro to which I have had to escalate (and rightfully so) due to their consistency in being negligent and trying to wiggle out of doing the right thing by the customer, what the Monro Rep conveniently failed to disclose is that the other claim(s) were found in my favor. I have had several visits/transactions with Monro with great Reps and actively listen and did a great job. However, when a business does not do the job that you fully discussed in detail and redundancy ..then they do not deserve to be paid for a job that they did NOT complete. It's like going to a tire shop and telling the shop that you want a set of 4 snow tires to prepare your vehicle for the winter. You select your brand of tire and the shop put 4 new tires on. You pay the shop and they drive your car from the garage bay around to the front. They give you your keys and you go to your car and notice that they did indeed put on 4 tires, but they are NOT the tires that you had selected and paid for ...the job that you hired them to do was NOT completed; similar but not the job you hired them to do. You bring this to the shops attention and they say ..Didn't you want a set of 4 new tires? Yes. Didn't you want new tires? Yes. Didn't you want our team to mount and install them? Yes ....Didn't we give you a new set of 4 tires they are mounted and installed to your car ..what's the problem? A rationale, normal person would respond in dismay by saying something to the effect of "Are you kidding me? I was very clear that I wanted, selected, instructed, and paid for the installation of (4) SNOW tires ...these tires are not those tires. You are going to have to resolve this." The right thing to do would be shop doing the right job that the customer hired them to do by installing the snow tires that the customer hired them to install. If they cannot or refuse, the right and legal response is a full refund. Just as in the scenario detailed above, Monro may have done some work, but it is irrelevant in that they did NOT do the job as discussed and contracted. Furthermore, not only is a refund fully due, but I would like to be refunded my Lucas Oil Additive and my (2) gallons of Dexcool Coolant that was wasted. They did not complete a standard oil change or do a coolant flush. Please refer to the initial invoice. The invoice states in TWO places, by the Assistant Manager, that Monro was to complete a COOLANT FLUSH. This means that the vehicle MUST be hooked up to a machine. The machine removes the old, grimy, potentially coagulated coolant from the engine, hoses, reserve tank, and radiator and the tech can put in brand new, untainted Coolant. Monro did a Coolant drain meaning that they only pulled the plug at the bottom of my radiator, allowed the old coolant to drain into a bucket, put the plug back in, and then added MY PROVIDED Dexcool coolant back into the radiator. The problem is that there was STILL LOTS of old, grimy, potentially coagulated coolant still left in the engine, hoses, etc. To go on this not only means that I have to still get an actual coolant flush done elsewhere to fix the problem they put me in, but it means that my purchase of Dexcool was wasted as I will not be able to reuse it. I will have to repurchase more Dexcool and have another company do the job correctly. If you pay attention, you will see the inconsistencies they they try to cloud. My vehicle's manual calls for Dexcool (brand) coolant specifically. The Assistant Manager stated that Monro does not provide Dexcool, but wanted the work. I brought in coupons (from their website), a competitor's coupon (they honor and add another 5% off), my own (1) quart Lucas oil additive that replaces (1) quart of their provided oil, and two gallons of Dexcool coolant (the store use NONE of their coolant). As such, the  $99.96 price that I agreed to pay for the completed services included a combination of discounts due to coupons and my providing much of the materials. Monro accepted my coupons as partial payment. In Monro's rebuttal, the corporate Rep says that the discounts found on the invoice are due to the fact that Monro tried to right things in the store on the day of my complaint. This is a lie and another attempt to cloud the waters. This discounts on the invoice were SOLELY due to my coupons and my bringing in my products that I had purchased elsewhere. It was my second visit back to the store, a few days later, that the tech busted the Assistant Manager by outright confirming that all he did was a COOLANT DRAIN and NOT a COOLANT FLUSH; two different services! This Coporate Rep is not correct.The corporate Rep says, "I find an issue with that statement since it was months after the service, and only after he had lost a credit card dispute, that he had contacted our corporate office to discuss this matter."  It was not months. The logical, reasonable thing that most patrons of a business would do when a discrepancy occurs at a store level, is to ....try to resolve it at the store level. You don't start a court case at the Supreme Court or try to speak with the CEO of a company with your dispute. When you escalate ...this entails that you start at the foundation, try to resolve, if you are unable the you go to the next next. This is what I attempted to do. The store kept sidestepping resolving the issue after several store visits, calls, and conversations. So, then I felt the need to escalate higher. Unfortunately, this all took time, but was not an incorrect course/option for me to take. I am fully within my RIGHTS. "..why he did not allow us to help him with this matter first, I do not know." This above is why. "Despite our company winning the credit card dispute, I have already offered to refund Mr. [redacted] $51.17 for the amount he paid on the cooling flush.." First, I used my credit card in making the transaction. As of 5/17/2017, this is false information and simply a lie. The dispute is STILL CURRENTLY OPEN and UNDER INVESTIGATION as confirmed by TD Bank. This has not been found in their favor and I have a mountain of evidence that I have provided to the credit card company. We are awaiting their outcome.   "Even though Mr. [redacted] has threatened to take us to court, my offer to refund $51.17 to him for the coolant flush still stands." I have not threatened to take Monro to court. This is another offensive lie! However, I will escalate until fully resolved. Monro obviously has and can take that however they would like. I was done wrong, and it will be righted. But awesome, Mr. Corporate Rep yes please move forward with your offer to issue the $51.17 credit to my credit card immediately. This credit is considered only a partial step towards resolution. It is and will not be considered 100% resolved until I receive a full credit in the total amount of $99.96, a refund for my wasted Lucas and Dexcool coolant, and a sincere apology mailed to my home address on Morno letterhead. Otherwise, let's keep trucking. But yes, I will take your partial refund as partial resolution. Thank you.Regards,
[redacted]