Monro Muffler Brake, Inc.

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]

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].         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]. 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], #[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

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

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

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

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 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

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]

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]

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].           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 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].             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

...

                                        ...⇄ 11/23/2016   This letter is in response to the complaint from [redacted] E. [redacted], #[redacted].        Mr. [redacted]’s brake rotors and caliper are covered under a one year warranty and his brake pads are covered under a lifetime warranty. I am unsure where he was given the impression that the brake work only carried a 90-day warranty, but this work was under warranty with our company. Our shop only replaced the left rear caliper and we are not responsible for a different caliper failing seven months after our work was completed. If Mr. [redacted] can forward me a copy of the outside shop invoice where the vehicle’s brakes were fixed, I will be glad to review the documentation to determine if there is a refund due to him.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         Mr. [redacted] states that he has done everything he can to resolve this matter. 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. Mr. [redacted] has been a customer of ours for years and has contacted our corporate headquarters regarding issues he has had in the past; why he did not allow us to help him with this matter first, I do not know. Mr. [redacted]’s credit card dispute mentioned no issue at all with the oil change, so I did not feel a full reimbursement for the service was warranted. During our lengthy conversation, Mr. [redacted] never brought up the Lucas oil additive possibly not being used; he only stated that he had approved a conventional oil change and not the upgraded oil. When questioned why this was not brought up in the dispute, or any time before this, he responded that he had just now seen that charge. I respectfully told Mr. [redacted] that I was not willing to accept that as a reason why the oil change would be owed to him as well, since it had been over three months since the service had been performed, and he made no mention of this through the dispute. 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 that was not performed correctly. Mr. [redacted] has gone from having no issue with the oil change, to bringing up two entirely different issues with the oil change, neither of which I believe are acceptable reasons at this point to justify a full credit of the work that was performed. I have offered the appropriate refund of $51.17 to Mr. [redacted] which he has declined and he has stated that he will be taking us to small claims court. I would have been more than happy to refund Mr. [redacted]’s full invoice if the issues he described with our oil change were at all consistent. 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.    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]

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 .