Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** R***, #*** I would ask that that Mr*** forward me a copy of the dealership invoice so that I can fully review the work performed by our shop and the dealershipI sincerely apologize that this issue
remains ongoing, but our shop insists that they never confirmed with Mr*** that a refund would be processedPlease forward the dealership invoice through the Revdex.com website or fax to my attention at ###-###-####Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** F*, #*** It is my understanding that Mr*** has already spoken with the local Market Manager in his area, Jeff W***, regarding this situationAccording to Jeff, Mr*** was supposed to
forward the documentation from *** Chevrolet to him for review, but he has not done so yetWe are more than happy to make this right by Mr***, but in order to proceed we will need to review the documentation from *** ChevroletMr*** has been an outstanding customer to our company over the years and it is our priority to make sure he is satisfied with the outcome of this situationIf Mr*** could please forward the documentation through the Revdex.com website, or via fax to my attention at ###-###-####, it would be much appreciated. Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** M***, #*** I am glad to hear Mr*** has resolved this with ***If he would like to return to our shop Gaelin is ready to assist him and take care of these automotive issues for him Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** I ask that this complaint be closed until Ms*** provides documentation to support her claimI find it suspicious that documentation cannot be provided now if Cadillac found an issue with our serviceI cannot help with, or provide any additional information on this matter until Ms*** provides documentation for review and I ask that this complaint be closed until documentation is providedThank you for your time, Kyle P***Customer Service Manager

This letter is in response to the complaint from *** ***, #*** Mr*** has been reimbursed $by our Risk Management Department for the expenses incurred by him as a result of this situationMr*** is also being reimbursed for the $paid to
our shop for the oil change on his vehicle I would ask Mr*** for an explanation of where the remaining $comes from and documentation to support thatI sincerely apologize to Mr***, on behalf of our company, for this matter ever occurring and I will address the remaining amount Mr*** is requesting to have refunded once he provides me with that information Thank you for your time, Kyle Peterson Customer Service Manager

This letter is in response to the complaint from *** A
***, #***
I would
like to start by apologizing to Ms*** for our employee being rude to her
Our company takes great pride in providing a customer
friendly experience and any
time we are told an employee of ours has been rude to a customer we take the
appropriate disciplinary measures to ensure that behavior is correctedI have
discussed this matter with our employees at the shop and I agree with their
assessment that the tire should have been replacedWhile I completely
understand the frustration of an unexpected automotive expense, if we were to
repair a tire that we shouldn’t have, we could be held responsible if something
were to happen to that tire afterWe simply did not want to put Ms*** in an
unsafe position by repairing this tireTo try and make up for this situation
and any frustration is may have caused, I would be happy to send Ms*** a
credit of $towards any future services with our companyThis credit can
be used at any location for any service that we offer
Thank you for your time,
Kyle P***
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Consumer called Revdex.com and said he does not want $credit and wants $additionally refunded to his credit card
Regards,
*** ***

This letter is in response to the complaint from *** J***, #*** Mr*** contacted our corporate headquarters today and was informed that we would be refunding his $inspection back to his Visa Card tomorrowMr*** should see the credit of
$back to his Visa Card account within three business days from tomorrowThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #***
Ms***
came to our location and requested a state inspection to be performed on her
vehicleWe noticed that her hood was up and we questioned why
She informed us
that she routinely disconnects the battery on the car because it sits for
extended periods of timeWe scanned the vehicle and failed the inspection
because the computer had not had a power supply for long enough for the
computer to communicate correctlyWe explained that the vehicle just needed to
be driven approximately miles or so and that once she had done that she
could come back and we could continue the inspection
According
to our Store Manager Ms*** understood our explanation and left our shop
happyMs*** called our location later that day demanding a refund for the
inspection stating the vehicle passed elsewhereWe ask that Ms*** supply us
with a copy of the invoice showing where the vehicle passed inspection and we
will review the invoice for a potential refund for what we charged her
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ***, #*** Mrs*** had a radiator installed at our shop on March 16th, and contacted our corporate headquarters on October 22nd, to report that her vehicle was leaking coolantOne of my
Customer Service Representatives suggested that Mrs*** bring the vehicle back to our shop so that we could try to find out what is going on with the vehicleOur shop looked at the vehicle and determined that the head gasket is the cause of the issue they are experiencingThis is not related to the radiator that was installed in March and we will not be getting our Risk Management Department or Travelers Insurance involvedIt is my understanding that the vehicle has been picked up from our shop by Mrand Mrs*** and we will not be charging them for the diagnosis of the head gasketWhile I understand the frustration of having unexpected automotive issues, the head gasket failing on this vehicle is not the fault of our company and we will not be taking responsibility for this issue Thank you for your time, Kyle P***Customer Service Manager

This letter is in response to the complaint from *** B***, #*** Mr***’s original quote to replace the rotors for $each already included a discountThe offer to take an additional ten percent off the total was made in order to further
demonstrate our willingness to assist Mr*** with this issue Whether the rotors were, or were not replaced in July when the pads were replaced, the fact remains that the rotors were ultimately needed and Mr*** would have needed to pay for themUnderstanding the frustration of having to return to have the same issue addressed again, two discounts were offered to Mr*** in order to make up for that frustration and time spent correcting this issue I believe that Mr*** has been offered a fair resolution to this issue and I do not believe that he is entitled to free rotorsI stand behind the offer previously made to Mr***Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This letter is in response to the complaint from *** G***, #*** I will not be honoring Mr***’s request for a refund on the tire and for an alignment performed by an outside shopMr*** is not entitled to a refund for a tire that remains on his vehicle and he is not entitled to a refund for an alignment that we recommended he have done, but that he declined to have done at the time of the serviceI do sincerely apologize to Mr*** for the delay and I would like to clarify part of my earlier responseOur corporate headquarters had not received the dealership invoice yet, but Mr*** did give it to our shop long before my response; in no way was I trying to imply that Mr*** had never given our shop the invoice, I was simply stating that our Customer Service Department had not received it yetI could have been clearer and I apologize that I was notUpon replying to this complaint I contacted the shop and had them send me a copy of that invoice againA check was mailed out on 1/19/to Mr***’s addressI wish him the best in all future matters and I apologize again for the excessive delay in handling this refund Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am willing to submit the receipt to the business for reimbursement, however, I would like the tires that I just purchased to be replaced at no charge You don't have to refund me, but because the balancing and proper tire installation was not completed, the tires are work unevenly & will cause me to need new tires again in a quicker manner than I would have I drove on unbalanced and improperly installed tires for months I want the tires restored to new since they would not have worn if they had been properly balanced and mounted If you agree to refund me the amount I had to pay for the balancing ($65) once I submit the receipt & replace the tires to new, I will agree to that as a settlement Since this is an ongoing problem with this location, I will take the vehicle to another Monro location to have them mounted I feel this is a fair request for all that this shop has put me through with improperly servicing our vehicle
Regards,
*** ***

This letter is in response to the complaint from *** M***, #*** Mr*** towed his vehicle to our shop in late March Our shop began to diagnose the cause of the vehicle’s issues and began repairing the
vehicleWe tested the vehicle and found that the repairs we made did not resolve the issue; the shop informed Mr*** at this point that the vehicle had a more significant issue than we originally thoughtMr*** approved us to continue and find the issueWe then began to further break down the engine and found that there was internal engine damage because the engine jumped timing before it came to our shopOur shop spent at least four hours working on Mr***’s vehicle and we did not charge Mr*** for anythingWe explained that the repairs were beyond our capability and that the repairs would likely not be worth performing due to the age and the mileage of the vehicleOur shop has already performed hours of complimentary services and diagnostic work for Mr*** and we will not be performing additional free work for himThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** This matter has been thoroughly investigated by me and my Director of Customer Service and it is our opinion that we have made Ms*** whole with the work we have done for her at this pointOn 2/13/our shop replaced Ms***’s drive shaft u-joints and drive shaft that needed to be repaired as a result of the work our prior shop performedMs***’s complaint to our corporate office was in part that her vehicle was not properly fixed between the time of the service on 12/5/and 2/13/2016; no one has disagreed with her on that and that is why our second location performed over well over $worth of free work to correct that issueThe part installed to correct this issue cost our company $341.00, not to mention the cost of labor to install this part Ms***’s complaint past that point was that there was still a noise coming from the vehicle after our last service was completedThe noise coming from her vehicle has been diagnosed as a wheel bearing; the wheel bearing causing this noise has never been replaced by our company and therefore is not under any warranty and not something we are willing to discount, or provide for free as Ms*** has demanded we do for herMs*** also has dangerously worn tires that are making noise as well, and struts that are worn and needing to be replacedThe issue that Ms*** experienced that was caused by work being done improperly to her vehicle has been corrected at no charge to herThe issues the vehicle has now are not anything we have caused or worked on before and that is why we are not offering anything to her at this pointOur shop documented the issues that were caused by our prior shop’s work which is what Ms*** is referencing when she states that we have acknowledged in writing what her complaint is about; I will restate again that this issue has been resolved at no cost to herI do not believe that our company has defrauded Ms*** and I do not believe we have replaced any unnecessary parts or overcharged her for our servicesMs*** has stated repeatedly to me in the past that she is going to take our company to court if this does not get handled to her likingMs*** has the right to pursue this matter however she feels she needs to but our position remains the same Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** D ***

This letter is in response to the complaint from *** S***, #*** I would like to apologize to Ms*** for having to come back to our shop as many times as she did to have her service issues correctedMs*** did return to our shop a number of times, each time with a different
issue that our shop eventually correctedI spoke with the Store Manager Tony at our Parma Ohio location regarding this situation and he said that the last time Ms*** was in all of her issues with our work were corrected and that she understood our explanation that the issues she was experiencing at that point were from the used tires that she recently purchased for this vehicleOur shop documented that the tires have uneven wear that is causing her vehicle to drift while she drivesAccording to our Store Manager, Ms*** was going to ask the shop where she purchased the used tires for a replacement set or a refund; since then our shop has not heard anything back from her and Ms*** has not contacted our corporate office eitherI understand the frustration of this situation and as a gesture of good customer service for all of her troubles I am willing to refund Ms*** for the amount she paid for the alignmentMs*** is free to get a second opinion from an outside shop and if it is found that there is an issue with the work we have performed we can address the situation at that point Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** *** ***, #*** I would like to thank Mr*** for his patience throughout this processA check for $is being mailed Monday, April 18th to Mr***’s
addressThank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Munro states only one tierod was replaced , not only does there paperwork show replaced outer tierods but in fact replaced parts not needed , however one of the tierods Munro replaced was installed improperly and had to be replaced by Ford
*** ***