Monro Muffler Brake, Inc.

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]s

This letter is in response to the complaint from [redacted] B [redacted], #[redacted]        It has been well documented over the years that the door handles on this kind of vehicle have been problematic and break very easily over time. Even though our shop believed that the door handle...

was broken before the vehicle was brought to us, we told Ms. [redacted] that we would install a replacement door handle for free if she would purchase the part. This was agreed upon and the door handle was replaced shortly afterwards. After this issue was corrected, Ms. [redacted] contacted our corporate office again and stated that she wanted a refund for the door handle and money for time missed at work. Meghan, one of our Customer Service Representatives, went on to explain that this was not part of the agreement that was made and that we had done exactly what she had agreed to. Meghan explained that we would not be refunding her for the door handle or for the time missed at work, at which point Ms. [redacted] became upset and stated she will be getting a lawyer. I do not feel that any compensation is due because our shop honored the agreement and we will not be refunding Ms. [redacted] for the time she says she lost at work.     Thank you for your time,  Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             It is my understanding that Mr. [redacted] has agreed to a reimbursement from [redacted] in the amount of $795.04. Since Mr....

[redacted] has settled with Travelers Insurance we 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].   As I had stated before, our shop removed lines that would have needed to be removed regardless of whether it was our shop or the outside shop; due to this, we actually saved the outside shop labor time by not having to remove those lines. Our decision is final and we will not be taking any further action to address this complaint or to refund Ms. [redacted]. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             Ms. [redacted] was offered a pro-rate on her tires, hence the 45% discount offered. We feel this is a fair offer because Ms. [redacted] did get use out...

of her tires and we offered to apply a credit equal to the amount that she did not get out of the tires towards replacement tires with our company. We have offered to correct the issue with her tires, but Ms. [redacted] has denied our offer. Our offer stands and we feel that the work we have done on the cooling system was all needed. Thank you for your time, Kyle P[redacted] Customer Service Manager

Hello, The invoice may be under my maiden name, [redacted].  Unfortunately I do not have the invoice any longer, as I kept all of the maintenance records with the Jeep when I sold it.  The address of the shop is:10380 Bennett Rd, Fredonia, NY 14063The date that I had my car serviced was on August 25th, and would have paid on August 27th with a Visa card. Please let me know if I can offer any further information. [redacted]

This letter is in response to the complaint from [redacted], #[redacted].        I am willing to refund Ms. [redacted] for the last charge of the alignment and road hazard coverage, for a total of $87.99. I am willing to refund this purely as a gesture of good customer service while...

understanding the frustration of having to deal with each one of these issues over the last few years.        I do not believe however, that Ms. [redacted] is entitled to the refund she has requested because I cannot verify what has been done to the vehicle since and the last time I can find record of the vehicle being at any of our shops was in July 2016. If Ms. [redacted] is willing to accept my offer to be refunded $87.99 as a final resolution to this matter, then I will have a check processed and mailed to the address listed on 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 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

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 agree with Mr P[redacted] my wife did tell him our car did not need an oil change for another 1,500 miles. The pictures I have an attached were taken on the date in Question May 6,2016. The tech called me back and showed me the oversized bolt in my car and he had a bolt in his hand that he said should be in my car. The issue is why was I not told prior to the oil change that the bolt was oversized and given the opportunity to have I fixed. I was there over an hour no other customer came in and the issue was never addressed so if monoroe isn't responsible why take an oversized bolt out and then put it back in. That in my opinion makes them responsible. I took photos to show my wife and to have proof. He also said he promised to fix the car because we told him we always come there. Why say you will fix it and then go back on your word. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted] R. [redacted], #[redacted].          I believe that our shop made an honest mistake with regards issue detailed in this complaint. Ms. [redacted] and her fiancé did ask ahead of time if the [redacted] Card could be used. After our...

shop called around to confirm, they were told that this card could indeed be used for payment with our company.        When we attempted to swipe the card for payment, the card was rejected. After a few more calls were made, our shop was told that the [redacted] bank card that they thought was being used was not the same as the [redacted] Car Care Card that was swiped for payment. While I do not believe that our shop intentionally misinformed Ms. [redacted] or her fiancé, I do believe that our shop could have taken steps to ensure that this card could be used before payment was due.        It is our understanding that the [redacted] Car Care Card can only be used at [redacted] locations, which I do believe Ms. [redacted] and her fiancé should have been aware of prior to the service being performed; however, our shop was asked and our shop unfortunately gave the wrong answer to Ms. [redacted] and her fiancé. I sincerely apologize to Ms. [redacted] and her fiancé for what occurred and I would like to offer to refund $50.00 to their Visa Card that was used that day. I hope this is an acceptable resolution and I hope that we can service their automotive needs in the future.    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 find that this resolution is satisfactory to me.  In addition, Id like to add that the local market manager Armondo, did not react in a polite or respectful manner when speaking to my daughter.  He simply stated "We dont do business like that" when asked if there was surveillence as to whether my car was driven into the bay, Armondo stated "No, there are no cameras". My daughter then stated that he basically "asked" the shop what happened and took their word on what happened and totally disregarded my daughter.  Armondo failed to offer any kind of resolution, but instead kept asking "What do you want me to do?" This whole experience has been the most unprofessional and unjust.  I hope that no one else will have to go through what I went through. Word of advice, get rid of Armondo, and the lying crew at this location and install cameras. At this point, there is nothing anyone can do, because it just a case of "He said, she said". Im done.
Regards,
[redacted]

This letter is in response to the complaint from [redacted] J.
[redacted], #[redacted].
We ask that Mr. [redacted] supply us
with the invoice from where the vehicle passed the state inspection. We would
like to review the documentation related to this state inspection issue. From
what we can see, this...

vehicle would not be exempt from the emissions inspection
because it has over 25,000 miles on it. Please forward a copy of the invoice
from where the vehicle passed inspection.
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] L.
[redacted], #[redacted].
            It is our understanding
that Ms. [redacted]’s payment dispute was accepted and that she was credited back
the full amount of what she spent with our company on this invoice. We will not
be refunding anything to Ms. [redacted] in addition to what she has already had
credited back. Ms. [redacted] is not entitled to our invoice and the outside shop
invoice as well. No further offer will be made by our company to settle this
matter.  
Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] E. [redacted], #[redacted].             I ask that Ms. [redacted] forward a copy of where her vehicle passed state inspection before I refund her charge for the state inspection with our...

company. Once I have an opportunity to see that she passed inspection at an outside shop I will consider the refund for our inspection.    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.Although I I did not expect to get more than a refund of the diagnostic fee, I take exception to the following comment in the corporate reply: "According to our store, we made these recommendations with the explanation that these items were not needed immediately, but were present and would need to be addressed at some point."I explained that I could not afford the repair at that time and asked about driving it 2 miles to my home.  It was running very rough and accelerated very slowly. They replied that I could likely make it home but the repairs should be done before any more extensive driving.  There was no mention of any other repair options.As I mentioned before, I took it elsewhere and for $165 it runs perfectly.
Their statement is absolutely not true!I accept their offer to refund my fee and will close the complaint, but I wanted to include the above statements in the record of the complaint.
Regards,
[redacted]

...

                                                                                                                                                                       1/3/2018  This letter is in response to the complaint from [redacted], #[redacted].        Mr. [redacted] contacted our corporate headquarters by phone on December 19th, 2017 and filed a complaint regarding this matter. Mr. [redacted] claimed almost three months after the service was completed that he never authorized the wheel alignment to be performed at our shop.        Having no way to confirm what was or was not said at our shop three months ago, our Customer Service Representative, Christina, respectfully declined Mr. [redacted]’s request for a refund for his alignment.        Curiously, Mr. [redacted] contacted our corporate office on the same day that he was at our shop having approximately $5,200 worth of work done on his vehicle. While I stand by our company’s previous decision to decline Mr. [redacted]’s request for a refund, I would be happy to offer him a credit towards future services for the amount he paid to our company for the alignment, $105.00 in total. If this is an acceptable resolution to Mr. [redacted], I would ask that he confirm so through the Revdex.com website.  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 didn't want to accept the response and have the complaint close on me altogether as no real resolution has been reached at this point.  I've attached a copy of my receipt from the dealership, [redacted], as requested by Mr. P[redacted].  I sincerely hope this isn't the first time you're hearing about my situation, as I've been assured by the manager/assistant manager on three different occasions that they were taking care of the problem.  I didn't want to have to go through the Revdex.com, but this was the only option left after getting little-to-no help talking with customer representatives on-site.I do sincerely thank you for your time, though.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].             I would like to apologize to Mr. [redacted] for the issue that occurred at our shop. According to our shop the tire in question was worn too much to be...

repaired properly and would be unsafe if it was repaired. Mr. [redacted] declined a replacement tire, so he chose to leave the shop on the unsafe and leaking tire. Per Mr. [redacted]’s request, I will issue a refund to him for the road hazard warranty he purchased in 2014. A check in the amount of $48.00 will be mailed to Mr. [redacted] on 2/22/2016. 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 to Ms. [redacted] for this issue at our shop. Any time that a customer is not clearly communicated the price of a service being performed it is an issue that we need to address. Our...

shop should have explained that the price of the oil change service would be $14.99 plus applicable fees and taxes. I apologize that our Manager was rude with Ms. [redacted] when it was his fault that he did not explain the charges to her correctly. I am more than happy to refund the difference between the quote and the price paid for Ms. [redacted], but I need the invoice information in order to do so. Please forward me the invoice information, such as the invoice number, customer name on the invoice and invoice date. I look forward to addressing this communication issue with our shop and refunding Ms. [redacted] for the charges she was not properly informed of prior to the service. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].          A credit of $100.00 was processed to the Visa Card ending in [redacted] on 12/21/2016. Ms. [redacted] should have received that credit within two or three business days from that date. I would suggest she contact her credit card company to determine why the credit has not become available yet since our system shows this credit being received on the same day it was issued. Thank you for your time, Kyle P[redacted] Customer Service Manager