Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted], #[redacted].             I understand Mr. [redacted]’s concerns and I would ask that if he is not comfortable with returning to one of our shops, that he have an outside company put in writing the issues with the vehicle. Once I have documentation from Mr. [redacted] that details potential issues with our work, I will be happy to review it. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] D. [redacted], #[redacted].          I personally spoke with Mr. [redacted] on 10/19/2016 about this situation. I explained that we were not going to be working on the vehicle and that covering the tow bill to remove his...

vehicle from our shop was the only action our company was willing to take.  Mr. [redacted], while still upset about the situation, understood our position and accepted my apologies over the phone. I apologize to Mr. [redacted] for the aggravation this situation caused. 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.
When problem occurred in February, I took my car there and they asked for additional money for repair on same issue. They claimed it was belt and other problems. Then I brought the car back home. I have another car which I was using mean while. The car with problem wasn't even driving it. One of the friend suggested to take it to different shop since it was just laying around. and they found this was the problem. I bought about 6-7 coolant fluid to keep putting it in, when I noticed it keep goin away. So I stopped driving it and did not want pay more to car that was old. Manager also had called me and said he reviewed it, said shop is right. Then how come other shop didn't come across other problems. It's very upsetting that, company like this would get away with anything like this. I know I am right. Even manager himself said we have 1 year warranty on service. But, that service Didnt last 6 weeks. I paid all that only for 6 weeks? I had to take it to different shop to get it done, something they should had done without asking more money. I should be getting more refund since their service was not satisfied and wasn't completed the right way. For me it seems more like I take car there, get service done and then take it back again and again pay more money. Just because they thought so.Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].
            I would ask
that Mr. [redacted] forward the AAA invoice so that I can have an opportunity to
review the documentation and make the correct...

decision regarding this matter.
Please forward said documentation through this Revdex.com complaint
or fax the invoice directly to my attention at ###-###-####. I appreciate your
patience in this matter.
Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted].         I would like to apologize to Ms. [redacted] for this situation and the numerous problems that occurred at our shop. The original deposit of $10.36 has already been refunded back to the Visa...

Card that was used to pay for the service and I will gladly refund the remaining $44.64 plus tax, for the difference between what was quoted and what was charged. It is completely out of line for an employee at our shop to sarcastically thank any customer for getting him in trouble for reporting a legitimate issue to our corporate office. I would be happy to provide a $50.00 service certificate that can be used for any service that we offer, at any location to try and make up for the inconvenience of this situation. This certificate can be used towards an alignment if Ms. [redacted] would like and she does not have to return to this same location to use this certificate. The refund of $47.77 should be back to Ms. [redacted]’s Visa account by 3/16/2017 at the very latest.  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 already been contacted by the District Manager in the area and has spoken with him regarding this situation. Our District Manager, Chris...

F[redacted] contacted our office stating that he had apologized to Mr. [redacted] and told him that a $100.00 refund, as well as a $100.00 credit towards future services would be provided to him for the inconvenience of this situation. I can assure Mr. [redacted] and the Revdex.com that the technicians involved with working on Mr. [redacted]’s vehicle have been appropriately disciplined and a similar situation will not happen again. I apologize to Mr. [redacted] for this occurrence and I hope that we can earn his trust and business again soon. Thank you for your time,  Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].   A refund of $51.45 was credited to Ms. [redacted]’s Visa Card ending in 9460 on 3/10/2016. I apologize if Ms. [redacted]’s calls were not returned, but the credit posted to her account on 3/12/2016 according to our...

records. I would ask that Ms. [redacted] review her account so that she can see that this refund was processed already for her.   Thank you for your time,  Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] R.
[redacted], #[redacted].
             Mr. [redacted] contacted our corporate headquarters
to file a complaint in early June, 2015. Mr. [redacted] informed us the same day
that he called that...

he disputed payment on the $1719.16 invoice with our
company. We explained that because he disputed payment before giving us an
opportunity to correct this issue, our corporate office would not get involved.
At this point our company has not been paid for the $1700.00 worth of work and
we will not be investing more time and resources into a customer who has, at this
point, not paid for the work we have done. We will allow the payment dispute to
take its course and no offer will be made.
 Thank you for your time,
Kyle P[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] E. [redacted].         Mr. [redacted] agreed to a full refund of our work and $200.00 credit towards future services as a resolution to this complaint and has since stated that was not an acceptable...

resolution.         The offer of $200.00 in service credit made to Mr. [redacted] was not presented to him as the amount that it would cost to replace the muffler so I am unclear why Mr. [redacted] assumed that this would cover the entire cost of the repairs. I stand by the offer previously made and accepted by Mr. [redacted]. 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] originally had her brakes replaced at our local shop in late 2013. Ms. [redacted] did come back to our shop to have an issue with the brakes rectified that had developed...

within a few weeks of that original service. I cannot find any record of Ms. [redacted] contacting our corporate headquarters at any time to report the issue that she claims she has been dealing with now for three years. Ms. [redacted]’s last visit to our company was on 9/23/2016 where her brakes were cleaned and adjusted at no charge. If Ms. [redacted] is still having issues with her brakes, then she needs to bring the vehicle to one of our shops to have the brake issue diagnosed. I will not be refunding her for brakes that she has been using for three years. If Ms. [redacted] would like to contact me directly after she has her brakes diagnosed at one of our shops, I would be happy to assist her further. Once I am aware of what will be needed to fix the brakes, I will be happy to help resolve the situation for her. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].             During discussions with upper management, we determined that Mr. [redacted] is due back a credit for this issue. Mr. [redacted] disputed payment on our...

service with American Express Card Services. Our company will accept the chargeback from Mr. [redacted]’s credit card dispute for $490.04. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].           My records show that the rebate card has been processed for Mr. [redacted] already. This promotion became wildly more popular than we had originally anticipated and because of that there...

was a delay in mailing these cards to our customers. I sincerely apologize for the delay in honoring this rebate for Mr. [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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have many problems with the response made by Monroe Mufflers.  To begin with the response in and of itself is dishonest.  I have only talked to 2 total people in reference to resolving this issue.  Those people are the shop manager on 1/11/16 and the regional manager on the same day.  Furthermore, they have never once explained or attempted to explain the irregularities in their story.  I maintain that they are liable for the work done on 1/11/16.  I would also like them to explain the following points.1.  They claim the caliper failed due to driving on low brake pads.  Where did the right backside brake pad go?  Are you claiming that I drove so much that the pad disappeared into thin air without one shed of residue?  2. I would like to know how you would explain the apparent lack of wear on the left backside brake pad that was measured at the same thickness as the right backside break pad on 12/8/15.  I have attached a photo of the work done on 1/11/16 to demonstrate the left backside brake pad was not mentioned for repair.  I would imagine if the right side was worn down to the degree that Monroe Mufflers claims I would have been informed about the terrible state of the left side brake pad.  This is not the case.3.  I would also like Monroe Mufflers to explain why your mechanic wrote my odometer reading 5000 miles more than the odometer read?  I would like to hear that it is pure coincidence that mistake was made?  When Monroe's argument is that I drove a brake pad into oblivion it is an awfully convenient coincidence that the mechanic would make a claim that the mileage was that much more than it actually was.  I have attached the photos of the mileage written on the invoice 12/8/15 to demonstrate what it was the day the brake pad was removed.  I attached a photo of the false odometer reading written on 1/16/16.  I have also attached a photo of the 1/16/16 invoice next to the actual odometer reading after I returned home on 1/16/16.I would also like to remind Monroe Mufflers that defining a position or telling a store, while never addressing how the irregularities in their position fit is dishonest and unfortunately consistent in how I have been treated thus far by this business. 
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].               I would ask that Mr. [redacted] forward me documentation from Meineke where the vehicle passed the inspection. I am sorry for the issues that took...

place at our shop and I would like to make this situation right. If I can review the documentation Mr. [redacted] has I would be more than happy to consider the requested refund for him. Please forward the documentation through the Revdex.com or fax the documentation to my attention at ###-###-####.   Thank you for your time,   Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         Mr. [redacted]’s work was under warranty with our company and it was his choice to take the vehicle to an outside shop instead of return to one of our locations.         Mr....

[redacted] has been reimbursed for the entirety of our shop’s service and is not entitled to a reimbursement for our shop’s work as well as the outside shop charge to correct the issues with our work.         It is my opinion that Mr. [redacted] has been reimbursed the correct amount owed to him and our company will not be taking further action to address this matter at this time. 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.  Ted worked with us here at the local level to resolve the issue.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].                    Ms. [redacted] sent our company an e-mail and in it she explains that the original noise she brought her vehicle in for was...

resolved but that a new noise developed after our service. The noise that occurred with the vehicle afterwards is unrelated to our wheel bearing service and would not be caused by anything our shop did during this service.            Due to this new noise issue being caused by the transmission, which our shop does not repair, Ms. [redacted] was referred to a nearby Ford Dealership. Despite knowing that this new issue was unrelated to the original service, our company paid approximately $140.00 to the dealership for them to diagnose this matter further for Ms. [redacted]. We have not heard from Ms. [redacted] since we told her that we would pay for the dealership diagnostic charge as a gesture of good customer service.         There is no issue with the work our shop performed and our company has already paid for the dealership diagnostic charge for Ms. [redacted]. We will not be reimbursing Ms. [redacted] for a rental vehicle and we will not be refunding her for the work that our shop performed. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         During a recent phone call to our corporate office, Ms. [redacted] stated she believes she needs a new transmission due to services performed at our shop. Because Ms. [redacted] claimed that...

we damaged her vehicle; we have decided to turn this matter over to our Risk Management Department and [redacted] Insurance so that the cause of this transmission issue can be investigated. At this time, Ms. [redacted] has not settled with [redacted] Insurance and since the investigation is still open, I will not be able to provide further details. If this matter is not fully settled at the conclusion of the [redacted] Insurance investigation I will be happy to address any remaining issues Ms. [redacted] might have at that time. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from Iesah
[redacted], #[redacted].
            We have
reviewed this matter further and at this point we are only offering to refund
the rental car bill. Even though Ms. [redacted] never communicated that she will be
renting a car and expected us to pay for it, we are willing to cover the
reimbursement for that charge. We will process a check refund for Ms. [redacted] on
6/19/2015. No other offers will be made at this time.  
Thank you for your time,
[redacted]
Customer Service Manager

This letter is in response to the complaint from [redacted] M. [redacted], #[redacted].       I can only find two tire rotations being performed at our shop within the 35,000 miles that Ms. [redacted] has driven on these tires since she purchased them from our shop. Our company recommends that tires...

be rotated every 5,000 miles and Yokohama Tire, the manufacture of the tires that Ms. [redacted] purchased, recommends that the tires be rotated every 9,500 to 13,000 miles.       Ms. [redacted] has not had her tires rotated as often as she should have and it is unfair to blame our company for tires she has not maintained. I would recommend that Ms. [redacted] contact Yokohama to set up a mileage warranty claim in order to pursue a prorated credit towards new tires. Our company will not be honoring Ms. [redacted]’s request for free tires. Thank you for your time, Kyle P[redacted] Customer Service Manager