Monro Muffler Brake, Inc.

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 *** ***, #*** I apologize to Ms*** for the issues with her recent service and for the manner in which our Store Manager has treated her in the pastI would be happy to refund Ms*** for the expense of
her last oil change on 2/8/and provide her with a $credit towards future services with our company in order to make up for the inconvenience of the tires not being rotatedI understand that this location is convenient for Ms*** to visit, but I would like her to know that we have another MrTire location approximately a mile away on West Padonia Road in TimoniumI hope that the refund and service credit that I have offered is acceptable to Ms*** and I would like her to know that this Store Manager’s behavior will be addressed 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 *** *
***, #***
As we have
previously stated, our company is not taking responsibility for these damages.
Thank you for your time,
*** ***
Customer Service Manager

This letter is in response to the complaint from *** ***, #*** I can only find record of Ms*** visiting our shop in September for an oil change; I cannot find any record of axel repairs at any of our locationsI
will need a copy of our invoice as well as the invoices from the outside shop that repaired the vehicle’s issues before I can look into this situation further Thank you for your time, Kyle P*** Customer Service Manager

7/26/ This letter is in response to the complaint from *** A***, #***. Mr*** traveled approximately 2,miles between our service in May and the service he had performed at Lexus in early JulyThere is no way to tell what occurred between the two months and 2,miles between the two servicesFurthermore, if our shop found that the vehicle’s brakes needed to be replaced, there would be no reason why we wouldn’t want to recommend them to Mr*** and make that saleOur company is not responsible for the repairs made on this vehicle and we will not be honoring his request for reimbursement. 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, but I am unsure how to contact the person who replied to me since he asked me to give him the information from my invoice? Will you supply me with his contact information? I am going to include my invoice info, that he requested here just in caseMy customer ID number is ***It is in my grandmother's name *** ***Date was 6/11/at 16:02:Estimate #***Invoice #***Grand total was $ I'm not sure if there is any other info needed Please let me know I am extremely appreciative for Monro to get back to me and also offer an apology as well as reimbursement It may seem fickle to complain about a few dollars but it bothers me that my elderly grandmother was forced to use her charge card because I was quoted incorrectly.
Regards,
*** ***

This letter is in response to the complaint from *** ***, #*** It is my understanding that Mr*** has been contacted by our local Market Manager, Jeff W*** and has accepted the offer for a full refund of our services to resolve this issueIf this resolution is not satisfactory to Mr***, or if the situation changes in the near future, I would ask that he communicate that with Jeff or myself so that we can help resolve the issue at that time Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** W***, #*** I apologize to Mr*** for the issue that occurred after our serviceI would ask that he forward me a copy of the invoice from the outside shop that he went to after our service so that I
can review all of the pertinent documentation I would ask Mr*** to forward the documentation via fax to ###-###-#### to my attention, or forward the documentation through the Revdex.com website Once I have all of the documentation in hand, I will be more than happy to try and resolve this matter to Mr***’ likingThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***,
#***
We have
already explained to Mr*** that we refunded the amount he paid for our
service and the amount to correct the first Midas billNothing provided by Mr
*** has definitively stated that our pad replacement stripped the caliper
boltAt this point no further offer will be made to Mr***.
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.Revdex.com:I went to *** *** and they checked to see why my tire light was still on and I was told that all four of my tires pressure was under limitsTo be honest this alarmed me because I had just went to MrTires three days prior and purchased two front tires which should have been balanced and the limits should have been checked for the two new tiresThey should have done a courtesy check for the back two tiresI had already made an appointment for the following week to purchase two tires for the backOnce, this happened I called the manager and informed him that I was cancelling my appointment because he and his company did not address my issuesAfter I received the information from *** ***s about all four tires were under the proper limits I contacted the manager again, at MrTires and informed him of the information and the only explanation he had was that the weather could gave done thatThis is when I lost all respect for him as a manager who is supposed to represent a repreitable companyI told him that I was not satisfied with his response or with the way he took advantage of me as a womanI also, informed him that I was going to make a complaint with the Revdex.com and he said "go ahead and have a nice day." MrTires did not handle my complaint accurately and I will never do business with them againI have already told my family and friends not to patronize their companyNo, I am not satisfied with them.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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,
*** ***

This letter is in response to the complaint from *** G***, #*** Our shop originally replaced the rear motor mount for Mr*** because it was the motor mount that we found to be in the worst condition, and was likely the origin of the noise that Mr
*** wanted to have fixedMr*** came back the next day saying that the noise was better, but was still presentUpon looking at Mr***’s vehicle again our technicians found that all of the other motor mounts were in need of replacement as wellTo account for the error of not identifying the full scope of the repairs needed, our shop replaced all of the other motor mounts at no chargeDuring the test to determine which motor mounts were bad, the axle did breakThe axle that broke was not due entirely the test itself, but due to the wear and tear on the axle that accumulated over the yearsUnderstanding the position that Mr*** was in, our shop discounted the axle work in order to try and keep Mr*** happyAccording to our shop, Mr*** returned and asked for a more clear explanation on how the axle broke and was happy with the answer that our shop gave himMr*** has been a very good customer of ours over the years and keeping him happy is a priority to me and to our shopI believe our shop handled the situation as best they could by discounting the additional work that was needed due to their oversightWhile I do not feel that our shop is solely responsible for the axle that broke, I would like to offer Mr*** a $refund and a $credit towards future services as a customer service gesture 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
Mr***, was rude and scaryI was told the exact same thing years ago when I first got your brake service doneI was told that I could get brake pads put on before I even scheduled an appointmentI was given different prices within a day time frame and you did not address that isdueNo one has callec nor has anyone in your office addressed the certified letter I sentMr*** yelling and raising his voice and scaring me has not been addressed nor has the fact that why would I walk out of your establishment and let my warranty go? If you want to void my warranty then pay me for my brakes I originally paid forYour company did not honor your warrantyAnd my number has not changed from the day I made my appointment where I was given three different prices for the same service, and you should not allow your employees to scare customers like mr.*** scared me
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I would like my money back, since your company did not honor policy of forever brakes, advertisingI would like extra for the fact your employee made me feel threatened with not only his behavior but his demeanor because I did not agree with him if that was your wife or daughter in my position how would you feel
Regards,
*** ***

This letter is in response to the complaint from *** ***, #*** Mr*** has already spoken with our local Market Manager regarding this situation and has been offered a buy three get one free deal on replacement tiresWhile we disagree with Mr***’s
claim that his tires have not been rotated by our shop, we have attempted to work with him in order to resolve this matterMr*** is not entitled to free tires and our company will not be honoring that request for himI stand behind the offer previously made to Mr***Thank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** ***, #***This claim of damage has been turned over to our Risk Management Department to investigate how these issues were causedAt this time, Mr*** still has an open claim with our Risk Management Department and I cannot
provide further information until the claim is settled 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. It's ridiculous - Mr Tire's offer was to charge me another $on top of the $I already paid for the the unsafe/wrong ply tires they installedThey made a HUGE MISTAKE - I could've gotten killed by their mistakeMr Tire put S-tires on a Heavy duty Diesel truck. I would like the Revdex.com to lower MrTire in Hartville, Ohio's rating to an "F"I notice there are several negative ratings & how you can give this company an A+ is beyond me!I am still requesting a total refund for my unsafe & wrong size tires thisThis matter is still not closed!!!!!I would like to know your view on matter.]
Regards,
*** ***

This letter is in response to the complaint from *** L***, #*** I would like to sincerely apologize to Ms*** for this situation and for how it has been handled so farMs*** has given our company several opportunities to resolve this matter prior to
filing this Revdex.com complaint and I would like to thank her for those opportunities, even though this matter was not resolved through those prior attempts. I was not involved with handling the complaint when Ms*** first contacted our corporate office and spoke with Christina, but after reviewing the situation I completely agree with Ms***’s views on this matterMs*** paid our shop to fix an issue that was not resolved with the work we initially performed; even if the work our shop did perform was needed, it was not the cause of the issue she asked our company to fix I will honor Ms***’s request for a refund of our shop’s work, but I have calculated a slightly different amount that is owed back to herI believe the amount owed back to Ms*** comes to a total of $which should be back to her Master Card account by December 28th, I will also include a $credit towards any future services with our company in hopes that Ms*** will give our company another chance to earn her trust and businessI apologize again for our shop’s mistake and I wish Ms*** the very best moving forwardThank you for your time, Kyle P*** Customer Service Manager

This letter is in response to the complaint from *** P***, #***
Since Ms
*** has reported that her wheel came loose after our service, we will be
getting our Risk Management Department involved to investigate
and handle this
matterWe ask for Ms***’ continued patience throughout this processMs
*** should be contacted within a few days from today to be given further
information on how this will be addressed.
Thank you for your time,
Kyle P***
Customer Service Manager

This letter is in response to the complaint from *** N***, #*** I will be willing to refund Ms*** for the $spent at *** *** *** to have the brake system flushed and the master cylinder replacedI believe this is a very fair offer since it would reimburse Ms*** for the expense of the issue that she believes we caused This will be the final offer made to Ms*** with regards to this matter and she finds this offer agreeable, I would ask that she confirm so through the Revdex.com website Thank you for your time, Kyle P*** Customer Service Manager