Monro Muffler Brake, Inc.

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.
Per Nissan (Attached) the special kind of "plug bit" found in the tire is for tire repair work. It had to come from the Monro station, left in the tire after they worked on it, to puncture from the inside out. Hence I would have not needed a new tire if they had not been so careless.
Thank you
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].        I apologize to Ms. [redacted] for the ongoing issue she has been dealing with regards to her check engine light issue. I will honor Ms. [redacted]’s request and I will process a refund of...

$194.35 back to Ms. [redacted]’s Visa Card, which should post back to her account by December 7th 2017 at the latest. I wish Ms. [redacted] the very best moving forward. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             I have shared this complaint with the Market Manager of the Rochester area for us to investigate. As soon as I have more information pertaining to this...

situation I will gladly share it with Ms. [redacted]. 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.   I did received a call from the local district manager he asked to take it to another location and gave me the information needed and he even offered an oil change for my inconvenience I drove about 45 minutes to the repair facility he recommended , when I got their the manager was somewhat aware of my issue but was not happy to deal from me or my repair he was rude and unfriendly , he only wanted to correct one of the repairs and said the other 2 repairs did not need them at the time but clearly it wasn't done correctly after few attempts to dsm and sending him pictures he decided it would be taken care, the store manager as you can imagine made things for me as a customer even worst but finally after lots of trouble and headache they repaired my vehicle as it should of in the first place.I
Regards,
[redacted]

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted].             We replaced the engine on this vehicle in January of 2015 and no issue was brought to our attention until a year later. Mr. [redacted] first stated...

that it was our fault that the key was stuck in the ignition; there is no way the work we did a year ago has any bearing on a key getting stuck in the ignition now. Mr. [redacted] demanded that we cover the tow bill to get the car to the shop and demanded that we fix it for free. We explained that we will not be honoring the previous request because of the issue and the length of time. A few days later Mr. [redacted] contacted us again stating that there was an issue with a solenoid that we installed a year ago and that the radio was not working correctly, and again demanded that this be fixed for free. At this point we had the Market Manager get involved with this matter and he decided that this work would not be corrected for free because none of these issues were related to the work we performed before and were coming up after a year with no issues. We have not heard from Mr. [redacted] since then and our position on this matter remains the same. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] N. [redacted], #[redacted].             I apologize to Ms. [redacted] for the way this was handled at the store level and I would like to try and make this up to her. I would like to send Ms. [redacted] a service certificate for $50.00 that she can use at any location of ours for any service that we offer. I show that two Mr. Tire locations are closer to Ms. [redacted]’s home address than the location she visited. I hope that with this service certificate we can earn the opportunity to gain Ms. [redacted]’s trust and business back. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] P. [redacted], #[redacted].        I would like to start by apologizing to Mr. [redacted] for the issues he detailed in this complaint. Our company strives to resolve any issues that our guests bring to our attention as quickly as...

possible, which I believe is illustrated in parts of what Mr. [redacted] explained in his complaint.        Mr. [redacted] did not contact our company directly to report any other issue when the vehicle was finally returned to him. If Mr. [redacted] would like to have any issue that still remains addressed, I would simply ask that he contact our office again, or return to one of our shops to have that issue diagnosed. I completely understand why Mr. [redacted] wanted to bring this matter to a third party’s attention, such as the Revdex.com and I appreciate Mr. [redacted] allowing our company the opportunity to resolve the issues he previously had. I would like to wish Mr. [redacted] a very happy holiday season and the very best moving forward. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].   Ms. [redacted] contacted our corporate headquarters to file a complaint with our company on the same day that she filed this complaint with the Revdex.com. Our office immediately contacted the Market Manager...

in Ms. [redacted]’s area and asked for his help in order to try and help resolve the situation. While our shop employees told our office that the brake issue that Ms. [redacted] came back with was different than the brake issue she originally had, we wanted to make sure to fully investigate the situation to be fair to Ms. [redacted]. Our local Market Manager, Greg J[redacted], reached out to Ms. [redacted] to discuss the situation with her. Ms. [redacted] stated she was going to be taking the vehicle to an outside shop to have the vehicle fixed correctly and would send Greg the invoice for the service afterwards. Greg agreed with Ms. [redacted] that if it was determined that our company has done something wrong we will consider a refund at that time. Greg J[redacted] has not yet received any invoice from where Ms. [redacted] took the vehicle and neither has our Customer Service Department. If Ms. [redacted] could please forward that documentation through the Revdex.com website, or fax that documentation to my attention it would be greatly appreciated. The fax number that documentation can be sent to is ###-###-####.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].
 
            Ms. [redacted]
contacted us previously regarding this matter. She had the vehicle towed to us
because her car had died. We tested the battery...

and alternator and determined
both of those components were in need of replacement. We do not believe it is
possible for a new battery or alternator to cause her phone to “blow up” and
deny any responsibility for that. We requested documentation for where Ms.
[redacted] had her issue resolved but never received any from her. At this point we
are unsure of what Ms. [redacted] is looking for as we have explained to her why
the work we performed was needed.
 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 do not accept their offer because that is part of the reason for my complaint. The other part was the fact that they had lied to me first stating that it was a manufacturer defect and I would get a full credit for new tires. And once I provided the proof they needed to move forward with the credit request he changed his story and told us we never got our tires rotated despite our legally binding proof. And that we would only get a partial credit for new tires. He also proceeded to tell me and my husband that he really didn't think we had proof of rotation every 6,000 miles and that's why he told us to bring it in for a credit. He admitted he had lied! We were constantly ignored by this company's customer service because they don't uphold either of those terms - they could care less about their customers and the only service they provide is lip service to get your money. Honestly If they offered me free tires at this point I wouldn't take it. We're going to take our business and money somewhere else. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted],
#[redacted].
 
            Ms. [redacted]
has already contacted our corporate headquarters to report this issue. We have
explained that this 60,000 mile warranty is through the...

tire manufacture and
not our company. Our local management team agreed to assist Ms. [redacted] however
they could in dealing with the tire manufacture. No further offers will be made
by our corporate office with regards to Ms. [redacted]’s tires.  
Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].     It is my understanding that Mr. [redacted] was contacted this afternoon by our local Market Manager in the area. Our Market Manager contacted me back and told me that he spoke with Mr. [redacted] himself and got him set up...

to get the exhaust issue corrected at no charge at our Norwalk location next week. I apologize that this was not corrected by our first shop, but we want to get this work correct for Mr. [redacted]. I appreciate the opportunity to correct this issue for Mr. [redacted] and I would ask that he let us know if there is anything else we can help with moving forward.  Thank you for your time,  Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] L. [redacted], #[redacted]. The conversation Ms. [redacted] had with my Customer Service Representative Kim lasted just over two minutes. During this short conversation, Kim attempted to answer Ms. [redacted]’s questions, but was repeatedly interrupted....

Had Ms. [redacted] given Kim the chance to answer her questions, Kim would have been able to provide Ms. [redacted] with a potential solution to her complaint. I would like all parties involved to know that our company’s pricing structure is in line with our competition and Ms. [redacted]’s main question was why Monro charges more for parts than a parts supplier does. Our company, as well as any other full service automotive company, must mark up the cost of parts that we install on customer’s vehicles in order to make a profit and stay in business.   Our company offers a thirty-day price match guarantee for any customer that feels that they may have been overcharged for a service recently done. I have attached an explanation of our price match policy that I am willing to honor for Ms. [redacted] and her son, for up to thirty days from today’s date. If Ms. [redacted] can provide a lower estimate that meets the guidelines of our price match policy, I will gladly refund her and her son the difference. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted]        I have personally spoken with Mr. [redacted] on multiple occasions with regards to this situation and I am happy to report that our company has agreed to provide him with four new tires at no...

charge. Our shop has ordered the replacement tires and is currently waiting for the tires to be delivered.        I will remain in contact with Mr. [redacted] until I know that this situation has been fully handled. I look forward to concluding this matter for Mr. [redacted] and I appreciate his patience throughout this complaint.  Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted].        Ms. [redacted] contacted our corporate headquarters on April 17th, 2017 and stated that her mechanic had to replace the spark plugs in her vehicle because of an oil change we had performed three...

months prior. Ms. [redacted] originally explained that her mechanic told her that our shop put the wrong type of oil in her vehicle and then later stated that she had only thought this because of the sticker in her windshield had been marked as conventional oil. Even if the wrong oil had been put in her engine, it would not cause her spark plugs to go bad. Furthermore, nothing on her invoice from the outside shop states anything about wrong oil being put in her vehicle or why the spark plugs were replaced. I feel that by offering to refund anything to Ms. [redacted] in this case, we would be admitting liability to issues that we could not have caused, so I will not be honoring Ms. [redacted]’s request for a refund.  Thank you for your time, Kyle P[redacted] Customer Service Manager

Revdex.com:
I have uploaded the quote obtained from [redacted] in Manchester, CT 06040. Please refer to. 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 have spoken with the Store Manager at our Overland location about Mr. [redacted]’s situation. The Store Manager and I both strongly believe that the associate that Mr. [redacted] dealt with was the Assistant...

Manager who is no longer with our company. The Store Manager absolutely wants to make this right by Mr. [redacted] and find out exactly what the issue is with the tire and with the vehicle. I have forwarded Mr. [redacted]’s information to the Store Manager and asked him to contact Mr. [redacted] immediately to set up an appointment. I apologize to Mr. [redacted] for how this has been handled so far, but I assure him that we want to keep him a happy customer; I only ask for another opportunity to inspect the issue present with the vehicle. Mr. [redacted] has been a great customer over the years and I look forward to resolving this situation to his liking.  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 contacted our corporate headquarters prior to filing this complaint with the Revdex.com. Ms. [redacted] has been speaking...

with one of my Customer Service Representatives, Brittany, about this situation and a resolution was almost agreed upon until recently. To protect our company, we told Ms. [redacted] that we would like the agreement made to be agreed to in writing and signed by her before the refund would be processed. Recently, Ms. [redacted] objected to the offer made and told us that she will be contacting her lawyer. Brittany explained that if she was going to contact a lawyer our refund would not be processed until we were contacted by her lawyer, at which point Ms. [redacted] reaffirmed that she will be contacting her lawyer. At this point we have made an offer that we feel is very fair and we will wait to discuss this further with Ms. [redacted]’s lawyer. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] W. [redacted], #[redacted].             Our local Market Manager, [redacted], contacted our customer, [redacted], about this complaint. [redacted] and [redacted] discussed the situation and agreed...

that three free oil changes would be an acceptable resolution to this matter. I agree that Ms. [redacted] should have left with the repairs done correctly the first time, that much is beyond dispute, but we have corrected this issue for Ms. [redacted] at no further cost to her. Mr. [redacted] has stated that he is planning on contacting the Attorney Generals Office about this matter and he has the right to do so. Our customer, [redacted] has been handled to her liking by our Market Manager. 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]