Monro Muffler Brake, Inc.

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 ***

When did you take the vehicle back to Monro to have the vehicle checked for possible repairs under warranty?I did not take my vehicle back to Monro during the day warranty period (March 26th to June 24th, 2016) as the problem did not become apparent until October,

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 Thank you for taking care of this in a timely manner
Regards,
*** ***

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

Sorry, the last responce got sent without me feeling it outHit the wrong buttonAnyways, I agree that I talked the the customer service manager, sorry I cant remember his nameI agreed to let them tow my truck somewhere else but I can't withdraw my complaint on the simple fact that the shop they towed my truck to even told them that I DID NOT NEED A REAR BRAKE JOB LIKE THEY WERE SAYING I DID They wanted to charge me $for something I didn't ..not even closeHave around 75% of my rear brakesOh, and I am pretty sure thatbthe alignment that I paid for wasn't performedI can let off of my steering and my truck will bear/pull to the rightWith that said, Ken Towerys (at least the one on Dixie Highway in Louisville,Ky.) Is a jokeSorry that their main customer service does not understand that but thats just what this experience has shown meThe customer service rep that I last talked to was fine and seemd to understand where I was coming from but that does not change the fact that someone was trying to rip me off and got caughtSimple as that.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,
*** ***

This letter is in response to the complaint from *** ***, #*** Ms*** originally came to us with a low brake pedal; we replaced the master cylinder on her vehicle as this was causing her issue at the timeThe issue
remained resolved for a few weeks before she had another issue with her brakesMs*** contacted our Customer Service Department and reported this issueWe recommended that she return to one of our shops so we could perform a complimentary brake inspection and we assured Ms*** that if the issue was related to the work we previously performed we would correct it at no chargeA month later, a second shop of ours in the area found that Ms*** needed pads and rotors on her vehicleDue to the amount of time between the issues, my superior determined that the master cylinder was needed and that we would not be refunding Ms*** for the master cylinder, but we agreed to work with her on the price for the pads and rotorsSince we made that offer we have not heard back from Ms***Our position remains the same and we do not believe our company has made a mistake hereThank 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 I already faxed the invoice from Buick as per their request
Regards,
*** ***

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

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 *** *** ***, #***
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
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 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 *** 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 *** ***, #*** 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 *** ***, #*** 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 *** 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

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,*** ***

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,
*** ***

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 *** ***, #*** The offer made to Mr*** was not exclusively for *** Tires, but for any tires that we would have available to sell to himEven if the tire rotations were not completed, which we do believe were in fact done, I cannot understand why Mr*** believes he is entitled to completely free tires after receiving three years of use and approximately 30,miles out of his current tiresWe will not be honoring his request for free tires and I continue to stand by the offer previously madeThank you for your time, Kyle P*** Customer Service Manager