Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** S***, #*** I would like to apologize to Ms*** for having to come back to our shop as many times as she did to have her service issues correctedMs*** did return to our shop a number of times, each time with a different
issue that our shop eventually correctedI spoke with the Store Manager Tony at our Parma Ohio location regarding this situation and he said that the last time Ms*** was in all of her issues with our work were corrected and that she understood our explanation that the issues she was experiencing at that point were from the used tires that she recently purchased for this vehicleOur shop documented that the tires have uneven wear that is causing her vehicle to drift while she drivesAccording to our Store Manager, Ms*** was going to ask the shop where she purchased the used tires for a replacement set or a refund; since then our shop has not heard anything back from her and Ms*** has not contacted our corporate office eitherI understand the frustration of this situation and as a gesture of good customer service for all of her troubles I am willing to refund Ms*** for the amount she paid for the alignmentMs*** is free to get a second opinion from an outside shop and if it is found that there is an issue with the work we have performed we can address the situation at that point Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Munro states only one tierod was replaced , not only does there paperwork show replaced outer tierods but in fact replaced parts not needed , however one of the tierods Munro replaced was installed improperly and had to be replaced by Ford
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, I do not feel satisfied because the company's insurance did get involved but the insurance company is now saying that they cannot determine if my car had a pre-existing condition or if I received a misdiagnosis in regards to my vehicleHowever, the very first reason why I took my car in for service was because of the over heating issue and the mechanics were the ones who insisted that my car had no over heating issue and that it was safe to driveWith all due respect, I call that a misdiagnosisNow, the insurance company has confirmed that the head gasket blew but, again, they claim to be unable to determine if it was all due to a pre-existing condition or a misdiagnosisIt seems more than obvious that I was misdiagnosed when I was advised not to worry about an over heating problem, encouraged to drive my vehicle, and even convinced that it would be okay to wait until a later date in order to change my vehicle's thermostatTo make matters worse, the insurance company for the mechanics told me that the employees at the shop would contact me themselves in order to appease the situation and try to work with me in regards to my vehicle, but they have not done soI am definitely upset and very displeasedPlease assist me in respect to this situationThank you
Regards,
*** *** ***

This letter is in response to the complaint from *** ***, #***I am truly unsure where Mrs*** is getting the figures she is referencing; she states she paid $1,for the tires, but this obviously cannot be the case since the whole invoice totals $1,after taxI will break down the difference between our invoice and the estimate Mrand Mrs*** providedOur price for the tires mounted and balanced was $compared to the price from Sears of $totaling a difference of $Five percent of the difference added onto $comes to a total of $90.47, plus sales tax will equal $total due back to Mrand Mrs***I believe my Director miscalculated the amount owed back to Mrs*** for this price match and refunded $too much back alreadyI have reviewed all of the documentation involved with this price match and determined that our price match guarantee has been honored already and will not be offering another refund to Mrs*** Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.See the attached invoice from *** ***
Regards,
*** ***

This letter is in response to the complaint from *** ***, #*** Ms*** contacted our corporate headquarters to report this complaint on 2/8/to our Customer Service DepartmentThe Customer Service
Representative that Ms*** dealt with reviewed this matter with our Director of Customer Service who issued a refund for the amount Ms*** paid to *** *** Auto to correct the brake issueA check for $was mailed to Ms*** on 2/15/We consider this a fair resolution and we are not offering anything further to Ms***Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** S***, #*** Ms*** brought her vehicle to us to install tires that she purchased herself and to align her vehicleWe completed this service, and afterwards we
were never contacted directly by Ms*** againShe is stating that days after her service, one of her tires popped and that it is somehow our faultI would ask Ms*** to clarify why she feels we are responsible for thatJust because Ms*** had to purchase tires after our service, it does not mean it is our company’s faultWe will not consider taking any responsibility for this occurrence unless Ms*** has some form of documentation from an automotive repair shop that details how we are responsibleThank you for your time, Kyle P*** Customer Service Manager

According to the mechanic of Monro Muffler Brake the Alternator "works fine"However he did not the test the Alternador when the car was running, when the battery light (Check Charging System) comes onDuring the week I visited two different mechanics on different days and the both checked it,
agreeing that the Alternator that installed the Monro Muffler Brake wasn’t a good alternator cost of that alternador in Autozone is $(Duralast Part Number: *** ) but Monro Muffler Brake charged me $plus $for labor which end up not working. I have not paid another mechanic to change it because I do not have the money, the charge for installing another Alternado with another mechanic is $including laborMonro Muffler Brake does not want to change the bad alternator, not willing to accept the bad Alternator that they installedI asked him if they go to give me the money back ($495) if I pay someone else to uninstall it and the manager (jarvis) and the mechanic did not know the name they shouted at me, that they will not refund any money

This letter is in response to the complaint from *** ***, #***
The vehicle
in question has over 230,miles recorded on the odometerEstimating that
the vehicle’s oil was changed every 4,miles, there would be
oil changes
that have been performed on this vehicleWe do not believe that we solely
responsible for the oil pan needing to be replaced because of thisThe
threading on an aluminum oil pan will wear out over time and we reject the idea
that this was only caused by our one oil changeMr*** states that he has
already purchased the oil pan and wants to be reimbursed for that part as well
as the laborMr*** has taken it upon himself to not contact our
corporate headquarters directly and instead demand reimbursement for where he
chooses to have his oil pan replacedAt this point we are not willing to offer
Mr*** anything as we vehemently disagree that we alone caused this.
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ** ***, #***
We were
first contacted by Ms*** in late April, regarding this matterWe
question why the customer waited over four months to
contact us if this issue
happened immediately after she left our shopOur shop noted that the vehicle
left the shop with oil and transmission fluid leaking, that we only repaired
the primary leaksThe vehicle in question had nearly 200,miles on it when
we last saw it in December of 2014, and we do not believe our work is the
reason the vehicle broke downOur local District Manager attempted to contact
the customer several times to discuss this matter, but his calls were never
returnedWe request that Ms*** provide us with any documentation
she has from this outside shop she went to after our work was doneNo offers
will be made until we have an opportunity to review documentation from the customer’s
mechanic.
Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from *** ***, #*** Ms*** contacted our corporate headquarters via e-mail in early December regarding this matterMs***’s Visa Card was credited back $on 12/8/2016; this credit should have
posted within three business days from that dayI apologize to Ms*** for this issue and I wish her the best moving forwardThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** As I stated previously, my superior has already offered Ms*** the refund that he feels is appropriate in this situationI will not authorize more to be refunded to Ms*** than my Director of Customer Service has agreed toMs*** approved our shop to perform this brake work and is getting use of the brakes that we installed on her vehicleMs*** had the opportunity to decline the brake work we recommended, since she felt this wasn’t the cause of the issue, but she did notOur offer still stands to refund $to Ms*** for the outside shop expenses related to the tire issueThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from Dee L
***, #***
We will
process a check for the requested amount back to Ms***It will be
mailed to the address listed on this complaintWe apologize for the delay in
processing this refund for her.
Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from *** D***, #*** I am unsure what Mr*** is looking for at this point, but as we have explained previously we will not be working on Mr***’s vehicle moving forwardI apologize to Mr*** for the aggravation this situation has caused and I wish him the best in all future matters Thank you for your time, Kyle P*** Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
To this dayI still have leakage problrns to my tires

This letter is in response to the complaint from *** ***, #***. I apologize to Mr*** for the inconvenience of this service not being performed correctly in the first placeI will process a full refund for Mr***’s alignment service back to his Visa Card
used to pay for the service on December 6th It is my understanding that Mr*** has been contacted by our local Market Manager who directed him back to our shop to have the alignment looked at again and to have the grease marks cleanedIf there is anything else we can assist Mr*** with I would be glad to help resolve those issues for himThank you for your time,Kyle P***Customer Service Manager

This letter is in response to the complaint from *** ***, #*** I was not able to speak with the Store Manager that Mr*** dealt with at the time of the service, so I was not able to determine whether this wheel bearing repack was sold to Mr***
as part of the state inspection, or just as a separate service that our shop recommendedI have confirmed that the wheel bearing needing to be repacked is not an item or service that would fail inspection unless it is visibly loose and is visibly causing the alignment to not be straight Since I was not able to speak with the Store Manager at the time, I was not able to determine what the condition of the wheel bearing was and why it was recommendedI would like to keep Mr*** happy and I will gladly refund him for the $charge to repack the wheel bearingA refund of $will be processed to Mr***’s Master Card on 9/13/and he should see that credit within three business days from that dateThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** I sincerely apologize to Mr*** for the length of time it has taken to process this refundI am in no way attempting to justify or defend why it has taken so long for the refund to be
processed, but there have been multiple changes to the management team in the area and I believe that has played a part in why it has taken so long for this refund to be approved and processed I will include a $credit towards future services with our company that can be used at any location of ours, for any service that we offer, in order to try to make up for the inconvenience of this taking so longA check for $will be mailed out on 9/11/to the address listed on this complaintI apologize again and I hope our company can service Mr***’s future automotive needsThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** If Mr*** can produce an itemized estimate from Acura to support his claim that their service would have been cheaper, we will gladly refund him the
difference under our price match policyPlease submit an estimate from Acura within thirty days of today’s date so that I can review the estimate.Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** F*, #***In order to address this situation properly I will need *** to forward a copy of the Chevrolet dealership invoice to me so that I can have a chance to review the documentation; I cannot address this complaint further
without that documentationPlease fax a copy of that invoice to ###-###-#### or forward the invoice through the Revdex.com website Thank you for your time, Kyle P*** Customer Service Manager