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
Regards,
*** *** *** Since I did not receive the requested funds in the time I requested (Tuesd** April 5th, my checking account was charged an overdraft in the amount of 32.00) this request was sent of Mr Curtis R** on April !=1st

This letter is in response to the complaint from *** *** ***, #*** This matter is currently being investigated by *** InsuranceUnfortunately, I cannot comment on this matter until the claim is settled with
*** InsuranceThank you for your time, Kyle *** 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. Please make the check out to *** *** and send the check with refund amount of $to *** ** *** *** *** *** ** ***
Regards,
*** ***

This letter is in response to the complaint from *** ***, #*** All of the work our company performed on Ms***’s vehicle has been verified to have been done correctly by the last shop that Ms*** visited in South Euclid OhioAt that shop, the whining noise that Ms***
wants fixed has been diagnosed as a right rear wheel bearingIn addition to this work, our shop also strongly recommended her tires be replaced and also mentioned her struts were making noise tooThe work that Ms***’s vehicle needs now was not caused by the previous work we performed on her vehicle and I have left a voicemail explaining that to herIf Ms*** would like a third party to inspect the vehicle she will need to pay for that herself as we have already given her our opinion on the condition of the vehicleAt this point the work we have performed has been done correctly and our company is not considering any refund for Ms*** at this time 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

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 not been reimbursed for the oil change I should have receivedIf the oil change wasn't done I shouldn't have to pay for the serviceIt's already bad enough that I missed time from work .My visit to your location should be reimbursed due to negligence, lack of customer service, intent to cover up by management not reporting on time and for undue hardship.
Regards,
*** ***-***

This letter is in response to the complaint from *** ***, #***I have reviewed this situation with my superior and others in positions of authority within our companyWe do not believe that we caused any of the issues that Mr*** is blaming us for given the work that we performedThe work we performed is not at all related to the work that was needed after our service and none of the explanations of why this work was needed were provided on Mr***’s invoice from ***’s Auto CenterThe manager of our shop in Hornell told us that Mr*** returned on 12/28/where we showed him that the power steering pump was not functioningOur shop denies that we just told him that the power steering issue would get better by itselfAt this point we are denying Mr*** his requested refund because the work is unrelated to the work we performedThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** D***, #*** I have spoken with our Store Manager and Assistant Store Manager regarding this situation and I have asked them both to honor Ms***’s written quote as well as provide her with free wiper
blades when she returns to our shop I apologize to Ms*** for this issue occurring and I wish her the very best moving forward. Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** N***, #*** Ms***’s vehicle was brought to our shop with an issue already present with the brake pedal being softMs***’s son had allegedly replaced brake components and could not get the brake
pedal back to the original condition it was in Our shop performed a complimentary brake bleed and only charged Ms*** $for the brake fluid that was addedA few days later, Ms*** returned to our shop where we again performed a complimentary brake fluid bleed and informed Ms*** at that time that the issue she was experiencing was likely being caused by the vehicle’s master cylinder *** *** *** replaced the vehicle’s master cylinder a few days later and the invoice from that shop does not state that the master cylinder failed due to the contamination of the brake fluid, but rather notes that the brake fluid was contaminated and that the master cylinder was also bad Ms*** has already been informed by one of our Customer Service Representatives that we will not be honoring her request for a refundOur shop performed a complimentary service as a gesture of good customer service in order to help resolve the issue that was present before the vehicle was even brought to our shopI do not feel that Ms*** is entitled to the refund she has requested and I will not be processing any refund for her at this time. Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** In order for me to look into this matter further I will need documentation from Ms***’s mechanic who diagnosed the issue as being a
bad head gasketPlease fax that documentation to ###-###-#### attention: Kyle. Once I have the opportunity to review what the mechanic put in writing for Ms*** I will have more information regarding this complaint 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 find that this resolution is satisfactory to me To note, I had previously informed you that I had received check
Regards,
*** ***

This letter is in response to the complaint from *** & *** ***, #*** A refund of $was processed back to Mrand Mrs***’s Visa Card on 12/16/A cover letter indicating the date and the amount of the refund was mailed to their home address on 12/19/
for their personal recordsI apologize for the delay in processing this refund, but the credit should have been back to their account by 12/21/Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** I apologize to Mr*** for the delay in handling this refund for himI will be processing a check for $that will be mailed out to Mr*** from our corporate headquarters in Rochester
on July 31stI appreciate Mr***’s patience with this matterThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** A***, #*** According to our Store Manager Brent, Mr*** was informed of the work that needed to be done to the vehicle on the morning of July 31stMr*** then left a full deposit for
the work, $in total, on his Visa Card and left the shopMr*** picked the vehicle up later that day and left without mentioning any issue with the service Later that day Mrs*** called the shop and stated that we were never given approval to perform the workBrent explained that Mr*** had paid for the service in full before the work had even been started and that he had also signed for the service to be startedI am unsure what miscommunication occurred between Mrand Mrs***, but our shop received the approval from Mr*** to start the service and our shop did not make any mistakes I have included a copy of the signed estimate that our shop has on file which shows that Mr*** agreed to the work and paid for the service before it was startedThis is proof that we received approval from Mr*** for this service to be performedWe will not be refunding Mrs*** for this serviceThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #*** It is my understanding that our local Market Manager, Armando G***, has already called and spoken with Ms***’s daughter with regards to this situationAccording to Armando,
the tires in question have already been replaced and there was no issue found with the vehicle with regards to the drivability issue Ms*** believes that our shop caused I would ask that Ms*** forward any documentation to me that is related to this situation so that I may review it, namely the outside shop diagnosis and the tire replacement invoiceOnce I have the opportunity to review the documentation I will be able to provide Ms*** with our company’s position on this matterThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** L
***, #***
We would
like to start by saying we have never been contacted by Ms*** to report
any issue with her service; we always appreciate the
opportunity to resolve an
issue with our customer first before a third party gets involvedSince Ms
*** has already taken the vehicle to an outside shop we request that she
supply us with the supporting documentation to support her claims. Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from *** L***, #*** The documentation provided by Mr*** states that the differential fluid looks dirty, but does not state that it appears to have not been changed in a long timeAfter nearly 9,miles and nine months of use, I would expect that the differential fluid would not look brand newMr*** is stating that our invoice does not reflect the correct mileage of his vehicle at the time of our service, but has not provided proof to back this claim upFurthermore, the service center in Vancouver Washington was approximately 3,miles away from our shop in Newburgh New York, so at least that many miles were put on the vehicle since our service in addition to any other driving that Mr*** has doneOur work is out of warranty and we will not be reimbursing Mr*** for the service that we performed in May of Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** D
***, #***
The damage to Mr***’s tire is
consistent with the damage that would occur to a tire that is driven on
excessively after a considerable loss of air pressureThe picture shows that
the tire was ripped around
the rim which would occur driving on a tire with
nearly no air in itThe issue with Mr***’s tire is not the result of a
defect and the other three tires he replaced were perfectly fine and did not
need to be replacedMr*** declined the road hazard coverage that was
offered to him to help cover the expense of a situation like this at the time
of the saleI would have gladly honored a prorated discount towards a
replacement tire for Mr***, but he took it upon himself to purchase tires
elsewhere and demand that a refund be issued based on information that is just
not accurateThe tires sold to Mr*** almost one and a half years ago were
not defective and Mr*** is not entitled to a refund from our companyI
would have been happy to work with Mr*** on a discounted replacement, but
instead he chose to try and blame our company for an issue that we did not
causeI will not be refunding Mr*** for anything because our company has
not done anything wrong
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** ***,
#***
We would
like to start by apologizing if we had missed that the brakes on Mr***’s
vehicle needed to be servicedWe have nothing to gain from not
informing our
customers of the services their vehicle would needOur corporate headquarters
has never been contacted by Mr*** to report any issue with his serviceWe
always appreciate an opportunity to confront and resolve any issue our
customers may have with our services Our shops perform a visual brake check when
servicing the customer’s vehicle for an oil changeIf we missed that the brake
pads were worn more than we informed the customer of at the time, it does not
entitle them to an entirely free serviceAt this point we would be happy to
offer a $credit towards future services with our company, but not a
refund for the entire service
Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from ***
***, #***
In an
effort to make up for the situation taking so long to be resolved, we will
refund the requested $and the tire balance performed at FirestoneWe are
not willing to compensate for the time lost as Mr*** has requestedFrom
our standpoint, we have corrected the lug and stud issue on his second visit to
us and are refunding his bill from *** to try and compensate further for
the hassle of going between shops to have this all correctedWe will process a
credit of $back to Mr***’s Visa Card this week
Thank you for your time,
Kyle P***
Customer Service Manager