Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted] G. [redacted], #[redacted]. Ms. [redacted] first contacted our corporate headquarters on behalf of her mother one day after the service was complete. Ms. [redacted] identified issues with our service that were subsequently fixed by another Monro location....

After these issues were fixed Ms. [redacted] informed us that she was not of the opinion that her mother’s vehicle needed this much work, and proceeded to dispute the full credit card payment with Master Card. I personally responded to the credit card dispute and stated that [redacted]’s mother, had agreed to all of  the work performed at the agreed upon price and that all service issues were corrected shortly after they were brought to our attention. I did not feel that a full credit of $3013.55 was due to Ms. [redacted] given the situation and the amount of work we performed on the vehicle. Through the credit card dispute process I proposed to honor a price match for the same work long after our thirty day limit had been exceeded as a fair resolution to the complaint. There was no proof that Ms. [redacted] could provide after the fact that could definitively prove that the work performed was not needed. Understanding the unexpected cost of the repairs, I offered to extend the price match guarantee well over the normal thirty day limit as a gesture of good customer service. Ms. [redacted] provided an estimate from VIP Tires and Service, to which I compared the price of their estimate and our invoice. The difference between the two prices was $1136.13 which was offered to [redacted] and [redacted] as a settlement to the dispute. Ms. [redacted] responded to the dispute saying that she felt that she would only be willing to pay $1000.00 on the service and that she would not accept the credit of $1136.13. Please note that this figure was determined by the estimate that she herself provided. The Card Services Department at Master Card contacted me directly and stated that while they felt that the offer made was very reasonable, and should have be accepted to resolve the dispute, Ms. [redacted] unfortunately would not accept the offered credit. The Master Card dispute was then closed in our company’s favor and no credit was issued to Ms. [redacted]’s account. Ms. [redacted] states that Monro agreed to give her mother a credit of her $1136.13 which is true, but she rejected the offer through the Master Card dispute process. I have included paperwork from the credit card dispute to substantiate that it was Ms. [redacted] herself that declined the offer and not our company delaying or rescinding the offer as she has alluded to. In an ongoing effort to take care of our customers any way that I can, I am still willing to honor the price match and refund Ms. [redacted] the $1136.13 that Ms. [redacted] had previously declined. At this point though I am only willing to return this credit if both Ms. [redacted] and Ms. [redacted] sign a written release stating that this is a full and final resolution to this matter. I am mailing Ms. [redacted] a copy of a written agreement that will need to be signed by Ms. [redacted] and Ms. [redacted] and returned within thirty days from today’s date. The agreement is being mailed today. If the terms of the agreement are acceptable, please return the signed agreement to our corporate headquarters and we can finally resolve this matter.      Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] K. [redacted], #[redacted].        Mr. [redacted] has been mailed a check for the full amount charged to him for our exhaust work. We do not believe that Mr. [redacted] is entitled to more of a refund than what he paid to our shop...

for our exhaust work. We consider this matter resolved and we will not be taking further action to address this matter 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].        Mr. [redacted] has not provided any documentation from an outside shop that details any issue with our workmanship. I will not be moving forward with any reimbursement for Mr. [redacted] at this time, but he is welcome to visit any of our locations in order to have the issue diagnosed further.   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] G.
[redacted], #[redacted].            A credit of
$12.80 was processed back to the [redacted] Credit Card that was used to pay for
the services. This credit was processed on 9/23/2015. If Mr....

or Mrs. [redacted] would
like to look into this matter further they can contact the [redacted] Credit Card
company’s Card Services Department at ###-###-####. A letter was mailed to
the same address listed on this complaint for Mr. and Mrs. [redacted]’s
documentation purposes; I am not sure how they did not see the credit or
receive the letter we sent them but I apologize either way.  Thank you for your time,Kyle P[redacted]Customer Service Manager

I brought truck to Monro for specific service requested: left front wheel smoking, oil change, and possible spark plugs. I discussed with the manager possible solutions to fix vehicle.
1. I agreed to changing the caliper in the left front wheel.
2. I agreed to changing 5 spark plugs.
3. I agreed to oil change charge of approximately $19 which is not listed on original invoice.
THE UNAUTHORIZED WORK PERFORMED LISTED ON INVOICE WAS A TOTAL TUNE-UP CHARGE FOR $503.60 (5 SPARK PLUGS LIST AND NET $25.72 WITH LABOR $75.00 FOR $100.72. THE INVOICE STATES $503.60 INSTEAD OF $100.72. I AM REQUESTING A CREDIT OF THE UNAUTHORIZED TUNE-UP CHARGE ($503.60-$100.72=$402.88) OF $402.88 AND AN ITEMIZATION OF THE TUNE-UP COSTING $402.88. THIS IS AMOUNT I AM REQUESTING. $402.88.
I SAW THIS CHARGE ON THIS INVOICE WHEN I PICKED UP MY VEHICLE. I VERBALLY DISPUTED THIS CHARGE AND WORK AT THAT TIME. I REQUESTED AN ITEMIZED BILL OF WHAT EXACTLY COSTED $503.60. THE MANAGER WAS RUDE TO ME AND TOLD ME THAT HE COULD NOT DO ANYTHING ABOUT THE ITEMIZED INVOICE AND CHARGE AND WOULD NOT REMOVE CHARGE AND THAT I HAD TO CONTACT MONRO DIRECTLY. I HAD NO CHOICE BUT TO SIGN INVOICE TO GET MY KEYS AND VEHICLE.
I did contact Monro directly with great difficulty speaking with customer service where the telephone call kept disconnecting. I finally reached a Monro representative who told me I had to fill out a form and send back to them.
They said they would mail me the form. I received the form, filled it out, and made a copy of the disputed invoice. I was provided a postage paid envelope with their address printed on envelope and mailed required documents. I called the following week to speak with someone about this issue and was told they didn't receive any mail from me and were quite surprised that I even had the form to fill out. I called back several times checking on receipt of the form. Monro claims they did not receive the form.
I brought my vehicle into [redacted] Chevrolet who said that if I had authorized a tune-up, the air filter should have been changed, but was not. In addition, [redacted] Chevrolet said that the spark plugs used were after market. [redacted] Chevrolet computer readout for service engine light on said the reason why service engine light was on because of the after-market spark plugs were used and air filter was not changed.
Original service requested from Monro did not include the service engine light because they did not have a computer in their shop at that time. Monro also did not rotate tires which is an automatic service with an oil change. The air filter should have been changed along with the oil but was not.
I could not leave my vehicle in Monro shop until this matter was resolved. I had to sign invoice to get my vehicle back.
The next day, they closed permanently.
I am filing a complaint with the CT DMV.
Dominic [redacted] 8/2/2016

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.  But be advised the date that I received the vehicle is incorrect. I received the vehicle on 12/31/16. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].
             We
apologize to Mr. [redacted] for the situation and any aggravation that we may
have caused. We are unwilling to provide Mr....

[redacted] road hazard coverage,
light bulb replacement and installation of TPMS sensors all for free. At this
point we are willing to provide Mr. [redacted] a service credit of $50.00 that
can be used at any location for any service that we offer. With that credit he
can have up to $50.00 of any of his suggested complimentary services covered.  
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]

This letter is in response to the complaint from [redacted], #[redacted].   I apologize for the miscommunication on our company’s behalf in regards to this situation and I apologize for the mistakes made during Mr. [redacted]’s service as well. I have no doubt that Mr. [redacted] was told that a check...

would be issued to him, but the promised refund was processed back to the Master Card he used to pay for our service. Our company is contractually obligated to issue refunds to a customer’s credit card if the refund is based on a service provided on our invoice. This is a clear miscommunication between our Manager Jim and Mr. [redacted] and I apologize for any inconvenience this may have caused. The credit of $79.49 was issued to Mr. [redacted]’s Master Card on 9/14/2016 from our corporate office and should have reached Mr. [redacted]’s account no later than 9/21/2016.           Thank you for your time,       Kyle Peterson Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         Brakes are an item that wear over time; the fact that the brakes were not recommended or needed six months ago does not change the fact that they were needed in May. Ms. [redacted] would have paid the same price for the work in December as she did in May and she is not entitled to a refund for the work performed on her vehicle. If the brakes are grinding, the vehicle needs to be returned to one of our shops to have this issue looked at free of charge under our warranty. I will not be refunding her for the services we performed and I consider this matter fully 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 like to start by apologizing for any miscommunication that took place at our shop. According to our Store Manager, we informed the...

customer of the rotors needing to be replaced as soon as we were informed that the resurfacing was not possible. Given the increase in price we explained that we would have to charge for the rotors, but offered a 50% discount for the rotors to try and make up for this change in price. It is my understanding that everything was explained to the customer prior to being billed out, which is substantiated by an invoice that I can produce upon request that was signed by the customer. The miscellaneous fee that was not described to the customer prior to service will be refunded along with the charge for the resurfacing of the rotors. Our shop did not fully discount the rotor resurfacing off of the bill, so I will include the remaining amount charged for the resurfacing. I will refund a total of $115.13 plus tax, for a total of $122.90 back to the customer’s Visa Card. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] K. [redacted], #[redacted].          I apologize to Mr. [redacted] that this issue was not resolved when he first contacted our corporate headquarters to file this complaint. Our local Market Manager tried to reach Mr. [redacted]...

by phone, but was unable to reach him after several attempts, so no resolution was ever proposed. I will be happy to process a refund for Mr. [redacted] for the amount that he paid for the alignment done by our shop. A check for $82.07 will be mailed to Mr. [redacted] on Monday, April 17th to his home address. I appreciate Mr. [redacted]’s patience throughout this process. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        Our company has offered to replace Ms. [redacted]’s window regulator at no charge if she would be willing to provide our shop with the part. I feel that this is a fair offer since this was a preexisting...

issue and is nothing that our shop broke. I stand by the offer that has been made to Mrs. [redacted].   Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Nicole
[redacted], #[redacted].
             Our
Customer Service Department received an email from Mrs. [redacted] regarding this
situation prior to this complaint. We immediately contacted...

the shop and the
District Manager to get more information and try to resolve her complaint. It is
our understanding that Mrs. [redacted] brought the vehicle to us for an exhaust
repair while not knowing that her husband had already communicated with us that
he wanted us to install a sport exhaust on their vehicle.
Mr. [redacted] was quoted for a
custom bent exhaust pipe and installation of a sport muffler. Mrs. [redacted]
brought the vehicle to us and we replaced the exhaust with a factory exhaust,
which was an alternative fix. Upon receiving this complaint the District
Manager contacted Mr. [redacted] immediately and explained that we will order in
the sport exhaust and make sure that job was done to his satisfaction once that
part is in. The difference in the price (what Mrs. [redacted] is claiming she was
overcharged) is because we performed more work per her request than what we
quoted Mr. [redacted] to do originally. If Mrs. [redacted] can provide an estimate
for the work we performed that was quoted at a lower price we will be glad to
look into this matter further.
 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 ***, and find that this resolution is satisfactory to me, provided that the refund is issued back to my credit card within 1 week as stated in Monro's response to this complaint. if no refund is issued then I want this complaint to remain open.Regards, *** ***

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.  I would like to thank Trent and Paul for addressing my concerns.  I let them both know that this was NOTHING PERSONAL, I just wanted my vehicle fixed.  They were very helpful in every aspect of my concerns and I am very satisfied with the outcome.  I look forward to a positive relationship with them in the future.
Regards,
[redacted]

This letter is in response to the complaint from [redacted] L. [redacted], #[redacted].             Ms. [redacted] did not read my response correctly; I stated we would have replaced the tire at no charge if she had purchased the optional road hazard warranty. Ms. [redacted] was offered this optional tire protection plan and declined it twice. Ms. [redacted] is stating that we are somehow responsible for the tire because it was damaged when she was driving the vehicle; we are not, but we do offer an optional road hazard warranty that will cover the entire expense of the tire if it does become damaged. As I stated previously, Ms. [redacted] declined that optional warranty twice. I apologize that Ms. [redacted] feels she did not receive good customer service, but the fact remains that we have discounted the replacement tire 50% when we did not have to and we did so as a gesture of good customer service. I apologize that this situation has made Ms. [redacted] so upset, but I am not offering the requested refund.   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.Not only would I accept a refund, but I want to be compensated for my time and effort going back and forth to the mechanics and taking a day off from work. At least a free oil change to make it up. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].               I would like to state that Ms. [redacted] has not attempted to contact our corporate headquarters prior to filing this complaint with the Better Business...

Bureau. Ms. [redacted] returned to our shop after the original service was complete and our shop recommended several other services to help resolve the check engine light issue. I am not authorizing a refund for Ms. [redacted] at this time because I don’t believe our shop has done anything wrong. [redacted]’s diagnostic scan, and our diagnostic scan both determined the oxygen sensors needed to be replaced and we replaced these parts; this does not mean this is the only issue with the vehicle though.  The print out from [redacted] state the same codes appeared after the replacement of the oxygen sensors, but often times multiple components and services are needed to resolve an issue that is causing the engine to run lean. I would suggest that Ms. [redacted] either return to our shop or provide documentation from a service center, not a parts provider like [redacted], on services recommended to fix this issue. I do not believe our shop misdiagnosed this issue as [redacted] recommended the same work we did. I believe simply that Ms. [redacted] has more than one issue with her vehicle.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted]. Our company has honored the wheel bearing warranty and replaced them at no charge in October 2017. The documentation Mr. [redacted] has provided shows a printed invoice with hand written quotes for parts and services but does not describe what Mr. [redacted] claims, which is that a spindle does not exist on this vehicle. The documentation provided also does not explain what is wrong with the vehicle or the reason why the wheel bearings need to be replaced at this point.         At this point Mr. [redacted]’s work is out of warranty and because of this we will not be taking any further action to address this complaint. Thank you for your time, Kyle P[redacted] Customer Service Manager