Monro Muffler Brake

This letter is in response to the complaint from [redacted] , # [redacted] I would like to apologize to Mr [redacted] for the issue that occurred at our shopAccording to our shop the tire in question was worn too much to be repaired properly and would be unsafe if it was repairedMr [redacted] declined a replacement tire, so he chose to leave the shop on the unsafe and leaking tirePer Mr [redacted] ’s request, I will issue a refund to him for the road hazard warranty he purchased in A check in the amount of $will be mailed to Mr [redacted] on 2/22/Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from Dawn [redacted] , # [redacted] I would ask Ms [redacted] to please send me documentation from the outside shop who identified the alleged cause of the issueIf Ms [redacted] could forward the documentation to me through the Revdex.com, or fax the documentation to my attention at ###-###-#### I would appreciate itOnce I have an opportunity to review the situation I will gladly get back to Ms [redacted] with more information and a possible resolution to this matter Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] L***, # [redacted] Ms [redacted] did not read my response correctly; I stated we would have replaced the tire at no charge if she had purchased the optional road hazard warrantyMs [redacted] was offered this optional tire protection plan and declined it twiceMs [redacted] is stating that we are somehow responsible for the tire because it was damaged when she was driving the vehicle; we are not, but we do offer an optional road hazard warranty that will cover the entire expense of the tire if it does become damagedAs I stated previously, Ms [redacted] declined that optional warranty twiceI apologize that Ms [redacted] feels she did not receive good customer service, but the fact remains that we have discounted the replacement tire 50% when we did not have to and we did so as a gesture of good customer serviceI apologize that this situation has made Ms [redacted] so upset, but I am not offering the requested refund Thank 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 Ms [redacted] contacting our corporate office at any time to request a refundI sincerely apologize that she was not contacted back by any of our representatives regarding this issueIf Ms [redacted] can provide me with the invoice information from her daughter’s invoice I will gladly refund her for the road hazard warranty she did not want to purchaseI need the invoice number and the name of the customer on the invoice along with the date of the service in order to proceedThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] ***, # [redacted] Ms [redacted] originally brought her vehicle to our shop with a heavily damaged front end that was caused, as she described, by the incident that had occurred on March 10thOur Store Manager Chris does not recall Ms [redacted] asking for her parts back when we began working on the vehicle; we would have no reason keep the old parts if Ms [redacted] did indeed request them back at that timeDuring this original visit, Ms [redacted] declined to have her control arm and ball joints replaced, which are two components that are causing her vehicle to continue to shakeMs [redacted] returned approximately two weeks after the original service and questioned why there was rust on her new brakesMs [redacted] also asked our shop to further diagnose the shaking issue that was present while driving the vehicleOur technician explained that it is very common for rotors and unpainted calipers to develop surface rust after they are installed; Ms [redacted] reportedly understood and accepted the explanation at the timeDuring this visit, our shop recommended to Ms [redacted] again that she have her ball joints and control arm replaced, but Ms [redacted] declined these services againI am including with my response several invoices that show that we have repeatedly recommended components that this vehicle needs, but that these components have been declined by Ms [redacted] on multiple occasionsMs [redacted] is welcome to return to our shop to have the additional work her vehicle needs performed, however, we no longer have her old parts to return to herThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] M [redacted] , # [redacted] Ms [redacted] originally brought her vehicle to our shop where our technicians found that the vehicle needed a new battery and a fuel pumpDuring this visit, Ms [redacted] ’s vehicle ran out of gas and our shop had to purchase gasoline for her vehicle in order to get it startedOur shop replaced these components for Ms [redacted] and sent her on her wayAccording to our shop, every time that Ms [redacted] ’s vehicle has been at our shop it is nearly out of gas; this is known to cause problems with the fuel delivery system in nearly every vehicleMs [redacted] ’s vehicle would not start the day after the first service and had the vehicle towed back to our shopThe battery was determined to be defective and was replaced at no chargeA week later, Ms [redacted] ’s gas gauge was not working and brought the vehicle back to usOur shop found that Ms [redacted] had once again ran the vehicle out of gas which caused the fuel pump float to become stuck; once more, gas was added to the vehicle and the gas gauge began to function correctlyI understand the frustration of having to return several times to a garage in such a small time frame, but our company is only responsible for the visit for when the battery failedIf Ms [redacted] had to pay out of pocket for the towing service that day I will be happy to refund her for that expenseAs customer service gesture, I am happy to refund Ms [redacted] for half of the cost of the battery that we sold her in addition to the aforementioned tow bill Thank you for your time, Kyle Peterson 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 Regards, [redacted] I have faxed all the paper work to customer service The week before contacting Revdex.com Thank you for the follow up [redacted]

This letter is in response to the complaint from [redacted] S [redacted] , # My superior has already spoken with Ms [redacted] about this matter and has told her that we will not be offering anything to her with regards to this situationOur position is that Ms [redacted] brought an issue to our shop to have the issue resolved and we simply could not resolve the issueOur shop performed complimentary work to try and resolve the issue, but with no successMs [redacted] has truly been a great customer to us and we wish that we could resolve her issue but we cannotDuring our last conversation with Ms [redacted] she stated that she would be taking us to courtWe do not feel that we are responsible for compensating Ms [redacted] for this issueI sincerely apologize to Ms [redacted] for this situation but our position on this complaint remains the sameThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] M [redacted] , # [redacted] According to the Store Manager and the technician who worked on Mr [redacted] ’s vehicle, nothing at all was mentioned about a burning smell and all that was requested was a brake inspectionMr [redacted] approved the brake work that was recommended to him and left the shop I cannot find any record of Mr [redacted] contacting our corporate headquarters to report any issue with the serviceOur company advertises $per axle for brake pads or shoes and does not include rotors or calipers along with that price I apologize to Mr [redacted] for any miscommunication that occurred on our shop’s behalf; however, the brake work that our shop performed was needed and there would be no reason why our shop would not want to diagnose the burning smell coming from the alternator, because that would have been an additional service to sell to Mr [redacted] I have attached a copy of Mr [redacted] ’s invoice to show that the only service requested was for our shop to check the vehicle’s brakesI am not willing to refund Mr [redacted] at this time and I do not believe that our shop did anything wrong Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] P***, # [redacted] I would like to start by apologizing to Mr [redacted] for the issues he detailed in this complaintOur company strives to resolve any issues that our guests bring to our attention as quickly as possible, which I believe is illustrated in parts of what Mr [redacted] explained in his complaint Mr [redacted] did not contact our company directly to report any other issue when the vehicle was finally returned to himIf Mr [redacted] would like to have any issue that still remains addressed, I would simply ask that he contact our office again, or return to one of our shops to have that issue diagnosedI completely understand why Mr [redacted] wanted to bring this matter to a third party’s attention, such as the Revdex.com and I appreciate Mr [redacted] allowing our company the opportunity to resolve the issues he previously hadI would like to wish Mr [redacted] a very happy holiday season and the very best moving 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 find that this resolution is satisfactory to me Thank you:) Regards, [redacted]

Hello, The invoice may be under my maiden name, [redacted] *** Unfortunately I do not have the invoice any longer, as I kept all of the maintenance records with the Jeep when I sold it The address of the shop is:Bennett Rd, Fredonia, NY 14063The date that I had my car serviced was on August 25th, and would have paid on August 27th with a Visa cardPlease let me know if I can offer any further information [redacted]

This letter is in response to the complaint from [redacted] ***, # [redacted] I would ask that Ms [redacted] forward me a copy of what the Hyundai dealership found wrong with our workI apologize that Rich at our shop has not been more helpful but I will need to see the documentation from the Hyundai dealership in order to proceed with the request refundPlease fax the invoice from Hyundai to my attention at ###-###-####Once I have an opportunity to review all the documentation involved with this situation I will consider the refund that has been requested Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] R***, # [redacted] I would like to apologize to Ms [redacted] for this issue and let her know that we have taken the appropriate disciplinary action against the shop that had given this information to this individualIt is my understanding that Ms [redacted] has discussed this matter with Jim S [redacted] , the District Manager in the area already and received an apology from his as wellI would like all parties involved to know that this is an isolated incident and it is not a company practiceI cannot begin to justify what our shop did in this instance, but I sincerely apologize to Ms [redacted] for what our shop didThank 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 on August 2nd and filed a complaint with our Customer Service DepartmentA refund of $was processed as a customer service gesture for the shop supply fee that Mr [redacted] was charged for and not made aware of prior to our serviceMr [redacted] ’s complaint through the Revdex.com states that we did not replace all of the gas lines on his vehicleMr [redacted] declined the GM fuel line kit that we recommended to him and instead had only part of the fuel lines replacedI spoke with our shop and they told me Mr [redacted] understood that with the repairs we performed, not all of the fuel lines would be replacedI supplied an invoice signed by Mr [redacted] which shows that the services we performed and the services recommended were understood at the timeI do not feel that Mr [redacted] is due anything else back as a refundI have attached a copy of the original invoice to this complaint, which shows on the bottom of page one the parts and services declined by the customer; these declined services extend to page two and includes the GM fuel line kit Thank you for your time, Kyle Peterson Customer Service Manager

This letter is in response to the complaint from [redacted] C***, # [redacted] Mr [redacted] believes that our company purposely damaged his vehicle’s exhaust in order to make a saleNo recommendations were made by our shop on repairs the vehicle needed because Mr [redacted] made it very clear that he only wanted our shop change the vehicle’s oilWithout inspecting any components on this vehicle, our shop did not take time to note items that were in need of replacement, such as the exhaust pipe Mr [redacted] is claiming our company damaged It is not our company’s belief that Mr***’s exhaust was damaged during our oil change service on January 30thThe vehicle in question is fourteen years old and is reported to have significant rust issues which would attribute to components breaking such as exhaust pipesOur company will not be taking responsibility for this matter and we will not be taking any action at this time to address Mr***’s allegationsThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] ***, # [redacted] It is well known and documented that if a worn tire on an all-wheel drive vehicle needs to be replaced, than all four tires will need to be replacedFailure to replace all four tires can lead to damage being done to the differential on the vehicleI do not know what Ms [redacted] was told by the employee at our shop, but the fact remains that all four tires needed to be replacedI apologize for any miscommunication, but we will not be refunding Ms [redacted] for this service Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] N [redacted] , # [redacted] I would like to start by apologizing to Ms [redacted] for how this was handled by our Store Manager; any time a customer feels that they have not been given our full attention and appreciation it is an issue we need to know about and addressI will address this issue with our personnel with the District Manager and take appropriate disciplinary action against the Store ManagerBased on the wording of Ms [redacted] ’s complaint I am unclear on whether this issue has been, or has yet to be resolved by an outside shopI would ask that Ms [redacted] clarify that and forward any documentation to me regarding how this was fixed if the tire sensor light indeed has been fixed alreadyIf Ms [redacted] has documentation on this fix, I would ask that she forward that via fax to my attention at ###-###-#### Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] No documentation has been provided that states that we caused any of the issues with the vehicle by trying to repair a flat tire or resetting the air pressureNo refund will be issued without documentation that states how we caused all of these issues 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 I cannot wrap my head around how a business can act like this to a customer that it undeniably, for a fact, has completely screwed over, especially infront of witnesses like the Revdex.com, shamelesslyYou have some serious balls.The fact that a coorperation can charge hundreds to someone, do horrendous work, cause over a thousand dollars in damages, and then cut a check for bucks and say '***off', blows my mind.The damages are so obviously caused by the poor work done by monroWork so poor, that the componants touched, must be replaced bacuse of how molested and misshapen they have become.And to try to weasel your way out of responsibility by grasping onto straws, is I guess at this point, not a surprise.I was told that since the paperwork done, the repair estimate I had to get to show how much damage you causedIt said "replace exhaust pipe due to rust/damage"I was told you do not cause rustOkay, fairExcept that in this instance it was the "/damage" part that appliedThis is obvious because in any one of the dozen pictures I sent, it is clear that there is no rust on my vehical.Beyond the exhaust work, was what started all of thisWhich was the tires that I had them mount and balanceWhich, they just cant seem to find record of convenientlyIt may be under my brothers name 'nicholas [redacted] ' I told them.I went back times becuase of the bumpy rideEvery time it came out the same or worse.Finally after weeks of bumpy ride, while waiting for this to be resolved, I gave in and went to another shop to have them balancedThey said one tire in particular was OUNCES OFF.How can my car go in and out of monro times and still have a tire balanced that poorly? I guess I shouldnt be surprised because wheThey replaced the bolts in the exhaust manifold flange, they used nuts and bolts half the diameter of whats called forAnd when they stripped those nuts and bolts during installation, instead of replacing the striped bolt, they just globbed exhaust putty on the nut so it wouldnt fall off.....PleasePLEASE Try to rationalize that to meGo ahead [redacted]