Monro Muffler Brake, Inc.

This letter is in response to the complaint from *** ***, #*** The account statement that was provided by Mrs*** showed that the account had already been in the negative before our service was charged to that accountI apologize that this issue
occurred but our company will not be taking responsibility for this matter and we will not be issuing a 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
I do not accept the response made by the business to resolve this complaint.I have attached proof that I have voiced my concern to Kyle about not having an estimate providedAlso, I should have the right to not want to go back to there company to resolve this drawn out issueI want my money back! I cannot take my car back to Monro, even if this was acceptable resolution, The car will not run SAFELY with this faulty part on the carRegards, Latasha Breeonna ***

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 *** ***, #***. 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

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 *** ***, #*** 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 *** ***, #*** 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 *** ***, #*** Mr*** originally had work done on his cooling system in early December with our shopMr*** recently stated to our shop that we did not resolve
his cooling system issue and demanded a full refund for the work we performed in DecemberMr*** forwarded documentation to our local Market Manager where Mr*** paid $to an outside shop to diagnose an overheat issueThe outside shop found that the cooling fan was unplugged and topped off the coolant in the vehicleWhile we question how the vehicle could have no issue for six months with the cooling fans unplugged, we agreed to refund the outside shop bill to help Mr***A refund check for $is being mailed on May 9th to Mr***We are not offering any further refund at this time Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** T***, #*** I sincerely apologize to Mr*** for the inconvenience that this situation has causedMr*** has returned to our shops several times to have the alignment adjusted and our shops have run
into issues adjusting this alignment, in part because the front suspension on this vehicle has been modified Our shop did not see any issue with the tires wearing unevenly during Mr***’s last visit and because of that I am not willing to refund or exchange the tires for Mr*** at this timeI am willing to refund Mr*** $for both his inconvenience and the alignment that has been adjusted several timesThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from Frank
***, #***
We processed
a credit to the Visa card used by Mr*** today, May 14th for
the requested $plus taxThis credit for $should appear
back to
his account within business days from today and we apologize for the delay in
handling this refund for him
Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from *** ***, #*** It is my understanding that Mr***’s oil pan has been replaced at our expense as of 4/4/According to my records, our company replaced Mr***’s oil pan
recently at a local dealershipI apologize for the events that led to this oil leak, but I would ask that Mr*** clarify that this issue has been handled 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,I was never informed of a 30-day price match. I had to have all four tires replaced becasue they were all bad. It wasn't just the one tire
*** *** ***

This letter is in response to the complaint from *** L***, #*** Our corporate headquarters received the refund request from our shop for Ms*** on 12/12/Two days later, on 12/14/2016, Ms***’s Visa Card was credited back $for
the reimbursement of the services that did not resolve her issueI apologize for the inconvenience of our shop not resolving this service issue for Ms*** but we did our best to expedite the refund for her because of the situationI wish Ms*** the very best moving forward Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #***. I apologize to Ms*** for the poor communication and service that she received from our shopWhile I sincerely believe
that our Store Manager did not hide the hub cap or purposefully keep it from Ms*** for any reason, clearly we misplaced it and I believe we owe Ms*** for the replacement hubcap she purchased online I will gladly provide Ms*** with a refund for the hubcap she purchased but I will need a copy of a receipt or invoice for this hubcap sale in order to do soI will also send Ms*** a $credit towards future services with our company that she can use at any location for any service that we offerOur company has three stores within five miles from the location that performed this oil change and tire and I would encourage Ms*** to give our company another chance to earn her business at one of those locations If Ms*** has any questions on nearby locations or any other questions or concerns, I would ask her to please contact our Customer Service Department at ###-###-####I thank Ms*** for bringing these details to our attention and I apologize again for the issues that occurred during this last serviceThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** Ms*** originally had her clutch replaced in July by our companyIn August 2016, Ms*** contacted our corporate office and filed a complaint stating that she felt that her clutch was not working correctly and wanted it replacedOur Customer Service Department asked the local Market Manager to get involved to help resolve the situation; on the same day the Market Manager agreed to put in a new clutch kit and flywheel for Ms*** and arranged a rental car for herOur shop performed this work and afterwards a drivability issue still was presentOur shop determined that the cause of this issue was an electrical issue that was beyond our capability of fixing and recommended the vehicle be taken to the dealershipThe dealership found an issue with the wiring harness on the vehicle and recommended this be fixedMs*** stated that our company replaced this part four years ago, but our company has no record of this and Ms*** has not been able to produce any record of the replacementSince we have not replaced the wiring harness before, our company would not take ownership of that issue and we refused to pay for this to be fixedMs*** last stated that she lost faith in our company and would not be backShe asked for our company to pay the remainder of her credit card line which was denied by my Director of Customer Service, Terry H***Our company has honored the warranty Ms*** had on her clutch kit and resolved the issues with the work under warrantyUnfortunately Ms***’s vehicle had multiple issues, some of which we could not fix for her ourselvesI stand by my director’s decision and our company will not be paying off Ms***’s credit card for her. Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** *** ***, #***
We were
contacted in early July regarding this complaintUp until this point it has
never been mentioned that there was no approval given
for the work to start
The customer’s vehicle was diagnosed as having a faulty mass air flow sensor by
our shopThe customer left and three days later the customer brought the vehicle
to *** *** where they replaced the fuel filter*** *** also noted that
there was an issue with the sensor we had just replaced and suggested that the customer
return to our shop to have that replacedWe have offered to replace this
sensor under warranty, and refund the full diagnostic charge for $that
was paid to *** ***This was communicated to Ms*** who promptly stated
she was going to have her lawyer contact us, and then hung up the phoneWe are
currently waiting to hear from MsSmith’s lawyer regarding this matter
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
I have resolved the issue with ***They were certainly more understanding of the issue than *** *** was
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I contacted Kyle Peterson (who works in Customer Service) @###-###-#### who is with Monroe Brake, Inc. He said I should receive a credit totaling $on my charge account with them & should be able to pull it up online by Wednesday, 7/27/16. They are also going to send me a $service credit good at any Ken Towery's Store located in Louisville, Ky. Thank you for all of your help getting this resolved.Sincerely,*** ***

This letter is in response to the complaint from *** ***, #*** I apologize to Mr*** for how this situation was handled by our shopI am happy to refund Mr***’s credit card the $plus tax in order to honor this coupon for himThis credit should post back to Mr
***’s account within one week from today’s date Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #***
We will be
turning this matter over to our Risk Management Department to be handledA
member of that department or a representative from ***
Insurance should
be contacting Mr*** shortly to discuss this matter
Thank you for your time,
Kyle P***
Customer Service Manager