Monro Muffler Brake, Inc.

This letter is in response to the complaint from [redacted], #[redacted].             I show one transaction for $412.35 posted to a Visa Card on 2/24/2016. Typically a pending charge will automatically drop within three business days from...

the date of the transaction. At this point the pending charge that was held by the bank has been released back to Ms. [redacted] account. We have only collected $412.35 from Ms. [redacted] so we will not be issuing a refund to her. I understand the inconvenience of this issue occurring though and I would like to offer Ms. [redacted] a $30.00 credit towards future services with our company to try to make up for what happened. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].          Ms. [redacted]’s card had to be reissued by our Marketing Department and was mailed to her on 10/31/2016. I apologize to her for this delay and the card should be delivered to her within ten...

business days from today.   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] J. [redacted], #[redacted].   It is my understanding that Mr. [redacted] picked the vehicle up on 12/22/2016 from our shop and was satisfied with the result of the service. Recognizing that our shop initially did not communicate well enough Mr....

[redacted], we put an emphasis on communicating clearly and updating Mr. [redacted] on the status of his vehicle. If this issue is not resolved or if our Customer Service Department can assist Mr. [redacted] with anything moving forward, I would just ask that he communicate that with us. 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 spoken to them several times and they stated they "were looking into it".  I was promised a refund and have not heard from any representative of the company since their letter dated 8/19/2015 sent to you.  It is 8/25/2015.  I do however continue to receive marketing from the company but no correspondence related to the issue.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].         While I cannot say definitively that this issue was, or was not our shop’s doing, I am willing to reimburse Ms. [redacted] for the out of pocket expense for having the engine bay cleaned. Our shop...

maintains that the vehicle’s hood was not opened during the service from the day before, which would make sense since our shop only mounted and balanced snow tires.         In order to process this refund for Ms. [redacted] I would need to have a copy of the invoice from that cleaning service. I would ask that Ms. [redacted] forward that invoice through the Revdex.com website, or via fax to my attention at ###-###-####. I would be willing to offer Ms. [redacted] a $40.00 credit toward future services with our company in order to make up for some of the time and inconvenience she experienced as a result of this matter. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].        I cannot find any record of Ms. [redacted] visiting any of our shops since September 2015. While I do not feel that we would have been the last ones to have touched the vehicle’s wheels in over a...

year, I will still be happy to review any documentation that Ms. [redacted] might be able to provide me for a potential refund. I will not be able to move forward with addressing this situation without being able to review the invoice where the lug nuts were removed. 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.  The offer by Kyle - the Customer Service Manager - to "refund him for the service as I do not want to aggravate him further on this matter" is the resolution I prefer and choose. I do not want a partial refund nor do I want to allow Mr. Tire another opportunity to align my vehicle.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted].             I have already explained our position on this matter and my position on this complaint will not change. Our shop did not force Mr. [redacted] to neglect his brake issue. Mr. [redacted] can highlight any piece of information he feels helps explain his side of the story, but the fact remains that he neglected his brake issue to the point that his caliper was damaged. We are not responsible an issue that is caused by a customer ignoring our recommendations. I have included an invoice signed by Mr. [redacted] stating he will tender payment for the service and understands the charges, a copy of the first invoice showing the brake measurements recorded at 2/32nds of an inch and a copy of the invoice from the first day where we recommended replacing the brake pads and rotors. Our company’s position on this matter remains the same and we are not offering Mr. [redacted] anything.   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 am forwarding a copy of the invoice for the outside service that was done to fix the problem.
Regards,
[redacted]

This letter is in response to the complaint from [redacted], #[redacted]. I cannot find any record of a tire sale from that day that matches any information that Mrs. [redacted] has provided. In order to move forward I will need to get the customer name on the invoice as well as the invoice number. I will...

be happy to look into this matter further once I have the correct customer information. Thank you for your time,  Kyle P[redacted] Customer Service Manager

Revdex.com:
Attached is another document, technician notes, from [redacted] which shows that the LR Wheel Speed Sensor is the recommended repair including the diagnostic OBDC code that displayed at the time of check. This is the same part and service that Monro Muffler dba Ken Towery was to have repaired 1 day earlier on 8/26/016. With regard the payment for services I have provided you a copy of the original invoice that clearly shows the VISA card approval dated 8/26 Auth Code [redacted]. The funds were actually debited from my account on 8/29/2016.As previously explained, I am well within my rights to dispute this transaction with any and all entities that I think can assist me in ascertaining resolution to my dispute with these crooks. In light of my conversation with Luann P[redacted] of the Revdex.com, I reached out to my financial institution who reaffirmed that the $258.37 payment was debited from my account 8/29/16 and remitted to Monro Mufflers dba Ken Towery. The claims department also confirmed that there are absolutely no holds of any kind on my bank account.  My financial institution's dispute claim was sent to the company on 9/8/16 and the business has NOT responded to the bank investigator. If the unscrupulous business practices shown throughout the course of this incident is any indicator they will continue to use stall tactics instead of taking responsibility for their failure and returning my hard earned funds. With that said I intend to also file a complaint with our state Attorney General's office.C [redacted]

This letter is in response to the complaint from [redacted] T. [redacted], #[redacted].                    Our technicians could not duplicate the noise that Mr. [redacted] was looking to have resolved and he was advised of that at the...

time. While looking over the vehicle our technician found brake hardware components missing on the front brakes as well as seized caliper bolts. These items were repaired and Mr. [redacted] left with the vehicle afterwards.         When Mr. [redacted] returned to our shop after the original service, we found that the rear brake components had come apart. Our shop did not work on the rear brakes and our shop also reported to our office that Mr. [redacted] had apparently worked on the rear brakes himself recently. I have included an invoice signed by Mr. [redacted] that details that the vehicle’s recent damage was due to the brake shoes and adjuster coming apart inside of the left rear brake drum.         Due to our shop not working on the rear brakes previously, our company is not willing to accept responsibility for this occurrence. While we are happy to work with Mr. [redacted] on the cost of repairing these components we are not willing to fix the vehicle at no cost to Mr. [redacted]. 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 Ms. [redacted] has already picked up her vehicle and has paid in full for the work our shop performed. Ms. [redacted] had her vehicle back within a week once our...

shop had received the remaining amount owed to complete the work. Ms. [redacted] has not reported any issue with our service since she picked the vehicle up and our shop would have no reason at all to sabotage her vehicle. I understand Ms. [redacted]’s frustration with being without her vehicle as long as she was but I will not be authorizing a refund for her at this point. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A. [redacted], #[redacted].         Mr. [redacted] first contacted our corporate office on January 8th, 2018 stating that the air box on his vehicle had appeared to be broken by our shop and also that there was a coolant leak that he...

believed our shop had caused. Mr. [redacted] asked to speak with the District Manager about the situation and also mentioned in that first conversation that he had already gotten a lawyer involved with the situation.         After the discussion with Mr. [redacted], our District Manager directed another one of our shop’s to replace the valve cover gasket, air box, radiator cap and lower radiator hose, all at no charge. Four days after that service, Mr. [redacted] contacted our corporate office again and stated that he had another issue and wanted to speak directly to the District Manager again. Mr. [redacted] told our office that he felt he shouldn’t have to pay for the original service, to which he was told that we would like the opportunity to correct the issues he was currently having.         Mr. [redacted] was directed to a third shop of ours where his radiator was replaced at no charge along with a coolant flush and fill. During this service spark plugs and a coil was replaced which was charged to Mr. [redacted] since it was unrelated to any previous service performed at our shops.         Two days after this third service, Mr. [redacted] contacted our office again and stated that his vehicle was broken down again and that he would be suing our company. Mr. [redacted] allegedly returned to one of our shops, but stated the shop was unable to take him at the time. Mr. [redacted]’s last communication to our company was that he did not want to be contacted anymore by us and that he would like a copy of all of his invoices mailed to him for his records.         Our company has worked with Mr. [redacted] throughout the entirety of his complaint and has attempted to resolve each and every issue that he has brought to our attention, even after threats of suing our company were made. Our company has not seen the vehicle since Mr. [redacted] last reported that the vehicle had another issue. No description of the issue Mr. [redacted] is currently having was ever provided to our company either.          I have included copies of the invoices from our services to show that our company has performed hundreds of dollars of complimentary services in order to help resolve the issues that Mr. [redacted] believes our company is responsible for causing. Our company has done everything we can in order to assist Mr. [redacted] but we are not willing to issue a refund for the original service without knowing what issue he is claiming to currently have. I am not willing to consider a refund for Mr. [redacted] without an invoice from an outside shop that details the issues with our services. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         Ms. [redacted] originally came to our shop with an ABS light and a check engine light on. Our shop did not charge Ms. [redacted] for the diagnosis of her vehicles issues as a courtesy to her since...

she said she would bring the vehicle back to have the work done at a later date. When Ms. [redacted] returned for her appointment, our shop replaced the oxygen sensor and the right rear speed sensor for her. Ms. [redacted] chose to bring the vehicle back to our shop on the weekend and our shop proceeded to perform the repairs on the vehicle that had been agreed upon. I do not believe our shop is solely responsible for not fully understanding the C.A.R.S. procedure and I do not believe our shop purposely mislead or lied to her about C.A.R.S. reimbursing her at a later date. The oxygen sensors we originally installed on Ms. [redacted]’ s vehicle did not work and she was definitely inconvenienced because of this; however I do not believe she is entitled to the full requested refund of $295.15 since there has been no issue at all with the wheel speed sensor. I am willing to refund Ms. [redacted] the $114.99 plus tax that she spent on the oxygen sensor and the $43.25 that she spent at Johnny’s Service Station. The refund that Ms. [redacted] has requested includes an oil change and a speed sensor that has had no issue and I do not believe she is entitled to a refund for those services. I will be happy to process this refund for Ms. [redacted] once she confirms this resolution is acceptable. Thank you for your time, Kyle P[redacted] Customer Service Manager

This letter is in response to the complaint from [redacted], #[redacted].         Mr. [redacted] dropped his vehicle off at our shop and before leaving told our Store Manager that in order to get the vehicle started the key will need to be wiggled in the ignition. After four...

employees failed to get the vehicle started in the parking lot, a call was placed to Mr. [redacted] to inform him that we could not get the vehicle started. Mr. [redacted] then accused our shop of breaking his vehicle’s ignition switch.         No work was performed on Mr. [redacted]’s vehicle and it came in with a preexisting issue with the ignition. Our company will absolutely not be taking responsibility for this issue and I have included a copy of the invoice that details the events that took place at our shop that day to in order to support our company’s position on this matter. Thank you for your time, Kyle P[redacted] Customer Service Manager