Monro Muffler Brake, Inc.

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

Our local Market Manager, Frank C[redacted], attempted to contact Mr. [redacted] to discuss this matter on several occasions, but never received a call back from Mr. [redacted]. According to our shop, Mr. [redacted]’s alternator is charging and working as designed. Unless Mr. [redacted] can provide documentation that details an issue with the alternator that our shop installed, then we will not be taking further action to address this complaint.   Thank you for your time,  Kyle [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

This letter is in response to the complaint from [redacted], #[redacted].             Ms. [redacted] states that she got the $14.99 coupon off of our website. This coupon from our website clearly states at the bottom that there will be a shop...

supply fee and oil recycling fee applied to the cost of the service. If Ms. [redacted] would have taken the time to read the whole advertisement there would be no confusion on what charges to expect. The same website that Ms. [redacted] visited to get the coupon has a “contact us” page which provides a phone number and an email so that our customers can contact us if they have an issue with a service. Ms. [redacted] made no attempt to contact our company to seek assistance on this matter. Instead, she contacted a third party to file a complaint claiming that we have misleading advertisements and are using “bait and switch practices” and encouraging others to stay away from our company. I have included a print out of the exact coupon that Ms. [redacted] used at our shop so that all parties involved can clearly see that there is a paragraph explaining the charges Ms. [redacted] is taking issue with. I am happy to provide Ms. [redacted] a credit towards future services with our company for $15.00 off of any service but I will not process a refund at this time. The print out that Ms. [redacted] got from the internet details exactly what will be charged to her; our company is not responsible for Ms. [redacted] not reading the  entire coupon. If Ms. [redacted] would like a credit towards future services I am happy to provide that for her. 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.  However, it should be noted that the shield was never found/replaced. The technician on the second to last visit bent a piece of the bracket back that was banging on the underside of the truck (due to it no longer being secured to the shield), but the shield was never recovered/replaced. That said, I'm not looking to punish the business. I simply wanted to at least be reimbursed for the repair I shouldn't have had to do, and this offer resolves that part of it at least.
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].             Shortly after his service, Mr. [redacted] filled out a survey with our company which, due to the complaint in the survey, was turned over the District Manager in...

Mr. [redacted]’s area. The District Manager, Frank C[redacted], contacted Mr. [redacted] shortly after receiving the survey and spoke with Mr. [redacted] about the issues that took place at the shop. Frank explained that the Store Manager he dealt with had billed him incorrectly for the service and didn’t give the proper discount on the oil change and billed him for an alignment that was not done. Frank agreed to refund Mr. [redacted] for the full amount of the oil change for the issues at our shop; Frank said that this was agreeable to Mr. [redacted] so we processed the refund for him on 3/23/2016. We did bill Mr. [redacted] $94.99 for an alignment that was not done however, $94.99 was discounted off of the charge for the shocks because of this. I understand that Mr. [redacted] is not happy with this outcome and because of that I will reimburse him the amount that our invoice shows he paid for the alignment. I want to make it clear that we have taken disciplinary action against the Store Manager who dealt with Mr. [redacted] both for how he handled the situation and the mistakes he made on the bill. I will process a refund for $94.99 to Mr. [redacted] and I will also send him a $40.00 service credit that he can use at any location for any service that we offer. I sincerely apologize to Mr. [redacted] for the errors our shop made. Thank you for your time, Kyle P[redacted] Customer Service Manager

...

                                                                                                                                                                       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

This letter is in response to the complaint from [redacted], #[redacted].
            Ms. Manager
contacted us three days before this Revdex.com complaint was filed and
provided us information on the exact same complaint....

Our Customer Service
Representative immediately contacted our shop to gather more information about
what happened. According to our [redacted] at the shop, Ms. [redacted] came in
requesting that we align the vehicle, balance the tires and perform a coolant flush;
we performed these services and billed Ms. [redacted] accordingly. Six days after
the service was performed, Ms. [redacted] contacted us stating that all of our
work was done incorrectly or not done at all, we apologized and we asked Ms.
[redacted] to please return so that we could have an opportunity to correct the
issue. Ms. [redacted] refused to come back to our shop or any other shop of ours to
give us a chance to make this right.   We
explained to her that we cannot simply refund her based on her placing a phone call
to us. Still, she demanded a full refund and we told her that if she was
unwilling to come back to us, the only way we would issue a refund would be if
she could provide documentation stating that our work was not performed
properly. I have a signed invoice from Ms. [redacted] that shows that she came to
us requesting this work to be done. At this point our position has not changed
and we are not offering a refund of any kind at this point.
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.My records are viewable inside their computer system.  They can look at the records themselves. Honestly,  I cannot say where that receipt for service is for my purchase over 8 years ago. Mr. Terry has demonstrated  very unethical and deceptive business practices in mandating I present a 8 year old plus receipt for services. I could understand if I had not been coming to the location. However I have been coming to the same location for 8 years for two vehicles, a 2003 Escalade and a the 2007 BMW. My lifetime oil change, alignment and rotation was purchased from The Tire Choice which Monro purchased. I have no way of obtaining another duplicate receipt.I am aloof at the fact that their records show that I have had both vehicles serviced for the oil changes and alignments under this service agreement.  Why would I have a reason to fabricate when their records show my service itinerary.I had no idea that I would be treated like this and then have my character assassinated as well as my integrity impugned by Mr. Terry H.
Regards,
[redacted], [redacted]

This letter is in response to the complaint from [redacted], #[redacted].
            We offered
to match the prorated estimate from Firestone for Mr. [redacted]. Mr. [redacted] chose to
go to Firestone to have this prorate done instead of coming back to our
location. Mr. [redacted] is not entitled to a refund because he has already gotten
the credit that was due back to him. No offers will be made by our company and
we consider this matter closed.  
Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] M. [redacted],...

#[redacted].                                  ...⇄          When this vehicle was brought to the Webster New York location, the front left wheel bearing was noisy and the ball joint was falling out of place. Both of these items were in very poor condition and were causing different noises in the vehicle. Our shop replaced these items and sent Ms. [redacted] on her way home. When the vehicle was brought to our Bethlehem location, our shop found that the power steering rack was making noise as well. I do not believe that our Webster location misdiagnosed the issue, but instead found only part of the vehicle’s issues. During our last contact with Ms. [redacted], we offered to discount the initial price of the power steering rack in order to help resolve the remaining problem with the vehicle; we have not heard back from her since. Our Bethlehem location is capable and willing to replace this power steering rack for Ms. [redacted] and we are not willing to refund the money spent during the first visit because the items replaced during that service were needed.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
            I have
discussed this matter with my superior and at this point all that we are
willing to offer is the refund for the labor charged in error while being under
warranty. I will process $187.26 back to Mr. [redacted]’s credit card that was used
to pay for that labor.
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted]. Mr. [redacted] came to our shop on 7/20/2015 and had rear pads and rotors replaced on his vehicle. At no time between July 2015 and July 2016 did Mr. [redacted] complain of any issue with his brakes to our shop, or to our...

corporate headquarters. Mr. [redacted] contac[redacted] our corporate headquarters on 7/22/2016 asking for a refund on our work because he had to have the rear brakes replaced in June and July of 2016.  Upon reviewing the documentation Mr. [redacted] provided us, the Director of Customer Service and I determined that the only item under warranty at that point was the rear brake pads. We refunded Mr. [redacted] for the amount he paid us for the rear brake pads despite the fact that he voided his warranty for the brake work by having the work done at an outside shop. The amount that Mr. [redacted] was refunded reflec[redacted] the 68% discount on the brake pads that he received on the original purchase. My Director of Customer Service and I are not willing to refund any further amount to Mr. [redacted] as he has voided the warranty he had with our company.  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]
I do not agree with their account of the situation. The mechanic that normally works on my car knows that there was nothing wrong with the axle. The axle was not weak. The boot was not damaged. The axle snapped because of the "power braking" method. I want to be refunded for the cost and labor that I paid for the axle. At no time was I ever "happy" with the explanation given to me by the manager at the shop. After the first motor mount was replaced, the same noise was present never lessened.if the other 2 motor mounts were bad then why wasn't that diagnosed originally. The mechanics stated that they heard the noise and then they decided to replace the 3rd motor mount. I am not normally a difficult customer. I understand that it isn't always obvious as to what's wrong with a car. But I truly feel that the axle was broken because of their negligence. I am not interested in a credit for future service.

This letter is in response to the complaint from [redacted] H. [redacted], #[redacted].   I apologize to Ms. [redacted] for the poor customer service she received at our shop. Some of our promotions may be confusing and may need some clarification from our corporate headquarters; our shop should have...

contacted our office to get clarification on how to handle the promotion that Ms. [redacted] was looking to use instead of telling her to contact us. I will gladly refund her for the amount she requested to be refunded for the alignment and she should see a credit of $41.46 back to her Visa Card by September 7th, 2016. I apologize again for this issue and I encourage Ms. [redacted] to contact us if she has any further issues.           Thank you for your time,       Kyle Peterson Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             I would like to apologize to Mr. [redacted] for how this was handled by our shop. I cannot find any record of Mr. [redacted] contacting our corporate office...

directly to file a complaint and request a refund; this would have been handled already for Mr. [redacted] had he contacted us prior to filing this complaint. I will process a refund for Mr. [redacted] and he should see the $16.00 he paid for the inspection back onto the credit card he used within ten business days of today’s date. I sincerely apologize for Mr. [redacted]’ experience and I wish him the best in all matters going forward. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] J. [redacted], #[redacted].        A refund of $95.03 was processed to Mr. [redacted]’s MasterCard on July 12th. I apologize for the mistake our shop made and I hope we can service Mr. [redacted]’s future automotive service needs. Thank...

you for your time, Kyle P[redacted] Customer Service Manager

7/1/2015
 
 
 
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
 
 
 
 
This letter is in response to the complaint from [redacted] E. [redacted],
#[redacted].
 
 
            We have a
copy of the written estimate and the invoice, both of which have been signed by
Ms. [redacted]. Ms. [redacted] has never contacted our corporate office, or attempted
to bring this complaint to our attention until this Revdex.com
complaint was filed. Since we have a signed estimate and a signed invoice we
believe that Ms. [redacted] approved of all the work to be done. We will not be
doing anything for her at this point.
 
 
Thank you for your time,
 
 
 
Kyle Peterson
Customer Service Manager