Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted], #[redacted].          Mr. [redacted] brought his vehicle to our shop stating that the vehicle was leaking some sort of fluid. Our shop looked over Mr. [redacted]’s vehicle and determined that the power steering oil...

cooler was leaking. At this point our shop found no other fluid leaking  from the vehicle, if we had found any other leaks present our shop would have recommended items or services to correct that issue. When Mr. [redacted] brought the vehicle back our shop found that the water pump was leaking coolant. Understanding Mr. [redacted]’s frustration with the situation, our Store Manager offered to cover the cost of the water pump if Mr. [redacted] would cover the cost of the labor to install the water pump. According to Bryan, the Store Manager that Mr. [redacted] dealt with, he was very accepting of this offer and stated that he would come back to have the service done at a later date. I do not believe that our shop misdiagnosed the fluid leak that Mr. [redacted] had; we simply did not identify another leak that the vehicle had. I believe that the offer made to Mr. [redacted] by our shop was very fair and I stand by the offer that has been made.  Thank you for your time, Kyle P[redacted] Customer Service Manager

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

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] E. [redacted], #[redacted].         According to Charles at our Chili Avenue location, Mr. [redacted]’s vehicle has been fixed and ready to be picked up for well over a month now. The Service Manager at this location said that Mr. [redacted] has...

not returned our calls and has not contacted their location for weeks. Mr. [redacted] is welcome to come pay the remaining balance due of $815.72 and pick his vehicle up. Thank you for your time, Kyle P[redacted]Customer Service Manager

This letter is in response to the complaint from [redacted] P. [redacted], #[redacted].
            We have
processed a refund for $305.76 to Ms. [redacted] for this issue. We would ask that
she confirm this once the refund has been received.      
 
 
 
 
Thank you for your time,
 
 
 
Kyle Peterson
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             I apologize to Ms. [redacted] for what has happened so far at our shop. I would ask that Ms. [redacted] forward any documentation to me pertaining to the lug nuts being...

loose or any other issue with our work that has been found. I am going to inform the local Market Manager of this issue and I would ask Ms. [redacted] to forward me paperwork from the outside shop so that I can review it. 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 sale under [redacted]. I would like to address this issue but I need the correct invoice information in order to look into the situation. Please provide me with the shop number, invoice number,...

date of service and the customer name on the invoice. Once I have this information I will gladly take the proper steps to address this situation. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] E. [redacted], #[redacted].                   Ms. [redacted] has been mailed a check for $187.69 to reimburse her in full for the charge that she should never have been asked to...

pay by our shop. I sincerely apologize to Ms. [redacted] for our shop’s actions and poor communication.         The reimbursement check was mailed to the address listed on this complaint on February 19th and should be delivered sometime within the next few business days. This was a completely avoidable situation that our shop caused and I would like to state that this is not something that I have ever heard of happening in the five years I have been with our company. I cannot understate my disappointment with our shop’s actions with regards to this matter.         I would like to apologize to Ms. [redacted] again for our shop putting her in this situation and I wish her the very best in all future endeavors. 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.Ok I understand, I will be submitting documentation from outside shops very soon. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].         Ms. [redacted] brought her vehicle to our shop on October 20th, 2017 with multiple issues present and was noted as having over 170,000 miles on the odometer at that time. According to our shop, Ms....

[redacted]’ 1994 Suzuki has extensive rust issues throughout the vehicle and is in very poor condition.           Our shop has no way of being able to predict how long a vehicle will last and since this was Ms. [redacted]’s first visit to any of our shops, the vehicle must have been looked at and worked on by other shops fairly recently. Ms. [redacted] says in her own complaint that before our work was performed she feared the vehicle may need to be junked.         Ms. [redacted] was aware of the relative condition of her vehicle and approved our shop to replace the brake pads on her vehicle nonetheless. Since there is no way our shop could determine how long the vehicle had left before having a serious failure, I do not believe our company owes back Ms. [redacted] for the amount she paid for our shop’s 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. When I first visited AutoTire on 8/7/16 I was given the attached tire and brake evaluation sheet.  This sheet indicates that both my front and rear brakes were not in need of repair at the time of this visit.   I inquired  about the condition of my brakes was asked if I had any brake pedal or steering wheel pulsation.  I did not have either of these symptoms.  I was told by both the service technician and the store manager that my brakes were in great condition and needed no attention. On my second visit, 9/7/16, I did not come to the store reporting a “noise coming from the vehicle”.  I reported that the steering wheel was shaking, during regular driving, and that I believed that one or more of the tires was either unbalanced or defective.  I said that the tires were “noisy” and was bringing them back since I was still within the “30 day ride and drive” return policy they have advertised.  The manager did not look into the possibility of a tire being defective, although that is what I requested they investigate.  Instead the tech took the car for a test drive to see if he could hear the sound I was hearing.  After the technician test drove the vehicle he did not make any mention of a brake issue, he said that he thought it was the wheel bearings.  After he had tested the wheel bearings and found that they were fine, then he said it was the brakes.  No additional test drive was taken.  When I was called out to the bay to confirm the “noise” I had been hearing they had the rear wheels spinning.  The brakes were not being applied at that time.  Unless one of the brake calipers were stuck, it is unlikely that the brakes would be making any sort of noise when they were not being applied.  The tire, which would be later found to be defective, was shimmying on the vehicle just as it did several weeks later on the wheel balancing machine.  I was not having any symptoms of brake issues when I came to the shop on 9/7/16.  Although I was familiar with the signs of brake wear I trusted that those working at the shop knew what they were doing.  After leaving the shop and having the issue completely unresolved, I realized the work that had been done was based on guesswork and not an accurate diagnosis.  I believe that if either the technician or the store manager had checked each of the tires as I requested the defective tire would have been found on 9/7/16.  Additionally, since the noise that they incorrectly diagnosed as a “brake noise” was really a “defective tire noise”, this demonstrates that the brake job I was given was not necessary.  I have attached my original brake evaluation and the invoice from the brake job.  The brake job invoice clearly states my original complaint when coming into the shop on 9/7/16.  Since the brake parts are on my vehicle I am willing to accept a settlement of $300 (partial refund of brake job) + $168 (costs incurred to determine that a tire was defective) for a total of $468.  Best 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]
Prior to having my brake work done, my brake pedal never went to the floor.  The reason why I had my son change the rotors and brake pads is because the brake pedal was pulsing.  It is very clear from the information on the bill from Barry's Repair that the brake lines were contaminated and the technician at Monro Muffler was the last person to put brake fluid in my car and that happened twice.  Also, I was charged a total of $121.69 by Monro Muffler, not just $2.68.   It is the experienced opinion of [redacted] that because the brake lines were contaminated, that caused the seals in the master cylinder to fail.  The contamination also caused the seal in the reserve cap to become ineffective as well.  It is my feeling that Monro Muffler caused the damage to my car and I would hope that they would settle this issue to my liking.

This letter is in response to the complaint from [redacted], #[redacted].         It is my understanding that Mr. [redacted] has been contacted recently by our local Market Manager and has discussed this situation with him. I was informed that we will be taking responsibility for...

this matter and will be repairing the wheel for Mr. [redacted], but that scheduling conflicts may delay this process. I apologize that this matter has occurred and I appreciate Mr. [redacted]’s patience. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        I called and spoke with Casey, the Store Manager that Mr. [redacted] was dealing with, and asked him to get this lug nut and hub cap issue resolved for Mr. [redacted]. Casey was surprised and was...

under the impression that his assistant had already taken care of these issues for Mr. [redacted]. Casey told me he will be calling Mr. [redacted] today personally and will be getting this taken care of for him. For Mr. [redacted]’s inconvenience, and for our shop neglecting to address this situation in a timely manner, I will send Mr. [redacted] a $50.00 service credit that he can use at any of our locations, for any service that we offer. I apologize to Mr. [redacted] for our mistake and I would like to thank him for his business over the years.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             I would ask that Ms. [redacted] forward me a copy of the Nissan dealership invoice to substantiate that her brakes did not need to be...

replaced.  Once I have an opportunity to review this documentation I would be happy to consider the proposed resolution.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] K. [redacted], #[redacted].           We do not feel that the exhaust work Mr. [redacted] is in need of is a result of our work, but rather work needed in addition to the work we performed. The outside shop documentation does not state that our shop’s work caused any of the issues that Mr. [redacted] is blaming our company for, which is why we are only willing to refund for the work that our shop performed. Furthermore, Mr. [redacted] has not provided documentation to show that he paid to have the wheels rebalanced on his vehicle at an outside shop. I stand behind the response I provided previously and consider this matter resolved. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted]           I would ask that Ms. [redacted] forward a copy of the Sears invoice to me so that I can confirm that the replacement of the cabin air filter took place. If the cabin air filter was broken...

during our installation, and Sears documented this, I will absolutely refund our charge for the cabin air filter. I would like to state that our invoice shows Ms. [redacted] declined the engine air filter, so we will not be taking responsibility for that filter. Please forward that documentation via the Revdex.com website or 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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
the hyundai invoice was sent to them earlier.  i have attached here to give to Monro

This letter is in response to the complaint from [redacted], #[redacted].             In order to process a price match refund, I will need a formal estimate on company letterhead, and it cannot be hand written. While I do not suspect this to be the case, anyone could write up the quote that was provided via this Revdex.com complaint and make up the price of the service. Please provide a non-hand written estimate on company letterhead from [redacted] and I will gladly honor the price match. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             Our position on this matter remains the same and we will not be offering Ms. [redacted] any compensation at this time. Thank you for your time, Kyle P[redacted] Customer Service Manager