Monro Muffler Brake

This letter is in response to the complaint from Ursula [redacted] , # [redacted] We would ask that Ms [redacted] provide us with the invoice from where she had the vehicle inspected after our service to confirm her claimsOnce we have an opportunity to look at the documentation she can provide us we will respond accordingly Thank you for your time, [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] P [redacted] , # [redacted] Mr [redacted] had previously contacted our corporate headquarters regarding this situationOur office has explained to Mr [redacted] that we are happy to replace all of his wheel covers for him, but that we are unable to find a matching set for himWe have offered to reimburse Mr [redacted] for the wheel covers if he can find a replacement set that he would likeOur offer still stands to reimburse Mr [redacted] for the wheel covers should he be able to find them; if we can find them for him we will gladly order them and install them for Mr [redacted] Mr [redacted] has already contacted The New York State Division of Consumer Protection to file this complaint and we will respond in time to that agency as wellThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] Mr [redacted] contacted our corporate headquarters in early-December to report that [redacted] had to seal his tires again due to corrosion on the wheels and also a lack of sealant on the wheelsMr [redacted] sent the [redacted] invoice to our office and we sent him a check for the full amount of that invoiceI am unclear why Mr [redacted] believes he needs new tires now, but we will not be honoring that request [redacted] resolved the issue that occurred eight months after we installed tires on his vehicle and we have reimbursed him in full for the expense of that fixI consider this matter fully resolved and our company will not be taking any further action with regards to this complaintThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] ***, # [redacted] I cannot find any record of [redacted] contacting our corporate office at any time to seek assistance with resolving this issueI have found services performed in April that is potentially related to this complaint; however I am unsure that this was the service that [redacted] is referring toIn the complaint [redacted] states that an outside shop diagnosed and fixed the issue with the vehicleIn order to proceed with addressing this complaint I need to have the opportunity to compare the services that our company performed to the services performed at the outside shopIf [redacted] could forward the outside shop invoice to me through the Revdex.com website, or fax the documentation to my attention, it would be greatly appreciatedIf faxing is easier, please forward the invoice to ###-###-#### to my attention Thank you for your time, Kyle P [redacted] Customer Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I advised MrTire Solon that there was some information on the invoice that was incorrect before my window repair escalated into a problemThis error was never fixed on their endMy telephone number, email address, and payment information appears on the invoice however, my mother's name does appear on the invoice Prior to me contacting the Revdex.com for help, I have spoken to a number of MrTire reps in dealing with my vehicleAdditionally, my mother has informed Kyle on several occasions that since her name is on the invoice, she gives her permission to speak with meKyle still has not called me as of yet In speaking with my mother she also clarified that she did not deny a refund from KyleShe told Kyle she could not make a decision on the refund because I am the owner of the vehicle On Wednesday June 10th, I sent Kyle a direct email advising that I would like my windows to be repaired and he responded advising he could not assist me because my name was not on the invoiceHowever, days later on June 12th , he called my mother to discuss repairing my windows through a company called Safelite AutoHe asked for her to confirm her address so that he could send out the Safelite Auto Team to repair the passenger and driver side windowsHe did not confirm a date or time but, advised that he would be in touch with further details.The amount of money I paid for the repair is not as important to me as getting my windows working as MrTire agreed to in March It has been months, I am asking for fairness since we have been loyal local customers for years It's seems that based on my mother's conversation with Kyle Friday June 12th that MrTire Solon is willing to repair windows

This letter is in response to the complaint from [redacted] , # [redacted] I would like to apologize to Mr [redacted] for how this was handled by our shopI cannot find any record of Mr [redacted] contacting our corporate office directly to file a complaint and request a refund; this would have been handled already for Mr [redacted] had he contacted us prior to filing this complaintI will process a refund for Mr [redacted] and he should see the $he paid for the inspection back onto the credit card he used within ten business days of today’s dateI sincerely apologize for Mr [redacted] ’ experience and I wish him the best in all matters going forwardThank you for your time, Kyle P [redacted] Customer Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.During my last visit to the Monro Brake and Muffler shop, they already stated that the part I provided is not the source of problemIt was a brand new high quality part with warrantyFrom the beginning they first stated that the rack is broken, and then there is air in the system, and now my part is broken! This situation is nonsenseUnfortunately this shop is very incompetent and unqualified and that's why every time they state different things and try to blame something else, instead of accepting the facts and resolve my issueI already paid more than $for taxi and rental car and I cannot afford to pay moreI attached a picture that shows an example of the parts that they reassembled with missing bolts and nutsAccording to the other mechanic that took the car for second opinion, there are many other missing bolts and nuts under the car as well as from AC system Regards, [redacted]

This letter is in response to the complaint from [redacted] , # [redacted] I would like to start by apologizing to Ms [redacted] for the poor service she received at our shopWe have taken the appropriate disciplinary action against our employees at this shop and we can assure Ms [redacted] that this sort of issue will not happen again at our shopIt is my understanding that Ms [redacted] was contacted by our local Market Manager who made sure the repairs had been done to her likingWe currently have a full refund ready to be processed on the next processing date as well as a $service credit that Ms [redacted] can use at any location of oursI appreciate Ms [redacted] giving us the opportunity to resolve this problem for her and we look forward to servicing her automotive needs in the future Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] Ms [redacted] is welcome to pursue this matter however she feels she needs to and I can assure her that our company will respond accordinglyThe recordings that Ms [redacted] has supplied, which she believes incriminates our shop, I believe actually helps illustrate that our shop adequately addressed this situation and that no refund is due to Ms [redacted] Ms [redacted] has been very clear with her request for a refund, but has not described at all what she believes to be wrong with her brakesInterestingly, Ms [redacted] does not mention any issue with the brakes during the recordings with our Store Manager Bob I would encourage all parties to listen to the full recordings and try to find where Ms [redacted] mentions any issue with her brakes after our service; the only issue that is brought up after the service is the missing hubcapOur shop did not remove the rear wheels, or otherwise touch them and would not have any reason to remove the hubcap or touch the rear wheels It is my belief that Ms [redacted] is embellishing her story in order to make her request for a $refund seem more reasonableI stand by the fact that during the recordings Ms [redacted] does not mention anything about her brakes not sounding or functioning correctly after the service and only brings up the missing hubcap to Bob’s attentionDuring the recording, Bob offers a thorough explanation of why it would not be possible for our shop to have caused the hubcap to go missing and I stand by that explanation I would encourage anyone involved to read the content of Ms [redacted] ’s original complaint and compare it with what she says and asks bob during the recordingsI will not be honoring Ms [redacted] ’s request at this time and I will not take any further steps to address this complaintThank you for your time, Kyle P [redacted] Customer Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Although I I did not expect to get more than a refund of the diagnostic fee, I take exception to the following comment in the corporate reply: "According to our store, we made these recommendations with the explanation that these items were not needed immediately, but were present and would need to be addressed at some point."I explained that I could not afford the repair at that time and asked about driving it miles to my home It was running very rough and accelerated very slowlyThey replied that I could likely make it home but the repairs should be done before any more extensive driving There was no mention of any other repair options.As I mentioned before, I took it elsewhere and for $it runs perfectly Their statement is absolutely not true!I accept their offer to refund my fee and will close the complaint, but I wanted to include the above statements in the record of the complaint Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have not received any calls what's so everNo one has informed me of anything being fixedThis does not excuse the fact that that a mechanic from Monro Muffler removed the bearing grease from my vehicle causing the bearing and spindle to go badI have not seen or been offered a price adjustment for the additional damaged caused by the company Regards, [redacted] ***

This letter is in response to the complaint from [redacted] G [redacted] , # [redacted] Ms [redacted] first contacted our corporate headquarters on behalf of her mother one day after the service was completeMs [redacted] identified issues with our service that were subsequently fixed by another Monro location After these issues were fixed Ms [redacted] informed us that she was not of the opinion that her mother’s vehicle needed this much work, and proceeded to dispute the full credit card payment with Master CardI personally responded to the credit card dispute and stated that [redacted] , [redacted] ’s mother, had agreed to all of the work performed at the agreed upon price and that all service issues were corrected shortly after they were brought to our attentionI did not feel that a full credit of $was due to Ms [redacted] given the situation and the amount of work we performed on the vehicleThrough the credit card dispute process I proposed to honor a price match for the same work long after our thirty day limit had been exceeded as a fair resolution to the complaintThere was no proof that Ms [redacted] could provide after the fact that could definitively prove that the work performed was not neededUnderstanding the unexpected cost of the repairs, I offered to extend the price match guarantee well over the thirty day limit as a gesture of good customer serviceMs [redacted] provided an estimate from VIP Tires and Service, to which I compared the price of their estimate and our invoiceThe difference between the two prices was $which was offered to [redacted] and [redacted] as a settlement to the disputeMs [redacted] responded to the dispute saying that she felt that she would only be willing to pay $on the service and that she would not accept the credit of $Please note that this figure was determined by the estimate that she herself providedThe Card Services Department at Master Card contacted me directly and stated that while they felt that the offer made was very reasonable, and should have be accepted to resolve the dispute, Ms [redacted] unfortunately would not accept the offered creditThe Master Card dispute was then closed in our company’s favor and no credit was issued to Ms [redacted] ’s accountMs [redacted] states that Monro agreed to give her mother a credit of her $which is true, but she rejected the offer through the Master Card dispute processI have included paperwork from the credit card dispute to substantiate that it was Ms [redacted] herself that declined the offer and not our company delaying or rescinding the offer as she has alluded toIn an ongoing effort to take care of our customers any way that I can, I am still willing to honor the price match and refund Ms [redacted] the $that Ms [redacted] had previously declinedAt this point though I am only willing to return this credit if both Ms [redacted] and Ms [redacted] sign a written release stating that this is a full and final resolution to this matterI am mailing Ms [redacted] a copy of a written agreement that will need to be signed by Ms [redacted] and Ms [redacted] and returned within thirty days from today’s dateThe agreement is being mailed todayIf the terms of the agreement are acceptable, please return the signed agreement to our corporate headquarters and we can finally resolve this matter Thank you for your time, Kyle P [redacted] Customer Service Manager

There is no maintenance coverage on tires written or impliedTires are not covered by BMW even with warranty defects however they are covered by the tire manufacturer if a defect is foundTires are a wear item and are the responsibility of the lessee for every manufacturer I have ever worked with.? I really don't even know how to respond to this? complaint as I would always try and offer help on any reasonable request.?

I did take my vehicle back to Monroe days after the initial work was conductedThey claimed they did some diagnostic work and told me that it was a faulty switch and not the wiper motor they installed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Regards, [redacted] *

This letter is in response to the complaint from [redacted] , # [redacted] We did not install the oversized plug and we will not be taking responsibility for the vehicle having an oversized plug when we have not seen the vehicle in nearly a yearAs referenced in my prior response, the vehicle should have had at least six oil changes performed between our most recent service and the last service performed in June I would suggest that Mrand Mrs [redacted] contact the shop that performed the oil change last on the vehicle to pursue this matter with them Thank you for your time, Kyle P [redacted] Customer Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me On top of the refund, I would also request a phone call from the shop manager to apologize for yelling at my wife, as well as a phone call from the regional manager RJ N [redacted] apologizing for his constant refusal to return my calls and work this out I have left him numerous messages and only got one returned call, which is when I had to call multiple locations to track him down When we did speak he was extremely rude I find it extremely unnecessary that I have to take this issue this far Again, visits to the shop to get a simple muffler installed shouldn't have happened I have attached a picture that shows where the exhaust was never attached to the muffler, which was after the 3rd visit Regards, [redacted]

This letter is in response to the complaint from [redacted] , # [redacted] We would like to start by apologizing for any miscommunication or lack of communication from any of our employeesMs [redacted] contacted us to report this problem and we looked into this matter immediately for herAfter reviewing the information we have we feel the offer that is being made for $per tire is a fair offer and we will explain whyThe tire manufacture is the party that provides the warranty on the mileage of the tire, in this case 40,milesMs [redacted] has stated she has gotten about 18,miles out of the tires, or used approximately 45% of the tire’s expected mileageWe are offering to prorate the tires and adjust the price of the replacement tires to reflect the mileage that she has not gotten out of the original tires; in other words credit her 55% of the tire’s valueWe are offering to honor the manufactures warranty and give her a credit towards new tiresWe believe that this is a fair offer and will not be making a different offer at this time Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] We apologize to Mr [redacted] for the situation and any aggravation that we may have causedWe are unwilling to provide Mr [redacted] road hazard coverage, light bulb replacement and installation of TPMS sensors all for freeAt this point we are willing to provide Mr [redacted] a service credit of $that can be used at any location for any service that we offerWith that credit he can have up to $of any of his suggested complimentary services covered Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] Ms [redacted] traveled several hundred miles in the time between our original service and when the check engine light came back onThe vehicle Ms [redacted] is driving is fifteen years old and has nearly 300,miles on itAll parties must understand that a vehicle that is this old, with this many miles on it is likely to have more than one problemOur Customer Service Department asked the local Market Manager to get involved to help Ms [redacted] and offer a fair solution to this problemOur Market Manager offered to discount half of the labor and waive our shop supply fee for Ms [redacted] in order to lower the cost of fixing this new problemMs [redacted] declined the offer a few weeks ago and we have not heard back from her sinceI believe we have made a very fair offer to Ms [redacted] and I will not authorize a refund for Ms [redacted] because I believe the work we performed fixed the problem that was present at the time Thank you for your time, Kyle P [redacted] Customer Service Manager