Monro Muffler Brake

This letter is in response to the complaint from [redacted] , # [redacted] Mr [redacted] has not provided any documentation from an outside shop that details any issue with our workmanshipI will not be moving forward with any reimbursement for Mr [redacted] at this time, but he is welcome to visit any of our locations in order to have the issue diagnosed further Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] It is my understanding that Mr [redacted] has already been contacted by the District Manager in the area and has spoken with him regarding this situationOur District Manager, Chris F [redacted] contacted our office stating that he had apologized to Mr [redacted] and told him that a $refund, as well as a $credit towards future services would be provided to him for the inconvenience of this situationI can assure Mr [redacted] and the Revdex.com that the technicians involved with working on Mr [redacted] ’s vehicle have been appropriately disciplined and a similar situation will not happen againI apologize to Mr [redacted] for this occurrence and I hope that we can earn his trust and business again soonThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] J [redacted] , # [redacted] A refund of $was processed to Mr [redacted] ’s MasterCard on July 12thI apologize for the mistake our shop made and I hope we can service Mr [redacted] ’s future automotive service needsThank 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 Refund of full amount received Regards, [redacted] ***

This letter is in response to the complaint from [redacted] , # [redacted] I am willing to refund Ms [redacted] for the last charge of the alignment and road hazard coverage, for a total of $I am willing to refund this purely as a gesture of good customer service while understanding the frustration of having to deal with each one of these issues over the last few years I do not believe however, that Ms [redacted] is entitled to the refund she has requested because I cannot verify what has been done to the vehicle since and the last time I can find record of the vehicle being at any of our shops was in July If Ms [redacted] is willing to accept my offer to be refunded $as a final resolution to this matter, then I will have a check processed and mailed to the address listed on 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 Regards, [redacted] As I previously explained, Monro Muffler Company incorrectly installed brake parts to my Town & Country in which I'm still having issues with (brakes squeaking) etcI requested a full refund so that I could take my vehicle to a more professional mechanic to resolve the issue and not have to take a chance of being inconvenienced any further missing time off workI asked for a full refund for being inconvenienced and for pain and sufferingInstead if this issue isn't resolved soon then I will be forced to report Monro Muffler to (Harrisburg, PA License Dept), notify CBS News consumer affairs and file a lawsuit with small claims courtThank you,R [redacted] ###-###-####

This letter is in response to the complaint from [redacted] , # [redacted] In order to process a price match refund, I will need a formal estimate on company letterhead, and it cannot be hand writtenWhile I do not suspect this to be the case, anyone could write up the quote that was provided via this Revdex.com complaint and make up the price of the servicePlease provide a non-hand written estimate on company letterhead from [redacted] and I will gladly honor the price matchThank 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 Mr [redacted] contacting our Customer Service Department at any time to file a complaintThe first brake service that I can find on his vehicle was performed on 12/8/Our shop recorded the mileage on the vehicle at the time as 88,and replaced the front brake pads and rotorsMr [redacted] returned on 3/9/and we replaced the brake pads and one caliper for himMr [redacted] drove his vehicle 14,miles between the two services, which is more than enough time for an issue with a caliper with 102,miles on it to developMr [redacted] returned on 4/15/and requested an alignment; there was no issue with his brakes brought up at that time or any time sinceI do not believe that the work performed on the two brake services is a problem; furthermore, Mr [redacted] brought up no issue with his brakes when he was last at our shopMr [redacted] states that he will be going to an outside shop to verify what work will need to be done to his brakesMr [redacted] is welcome to return to our shop after he goes to the outside shop, but I will not be authorizing a refund for him for work that our company can performThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] E [redacted] , [redacted] Mr [redacted] agreed to a full refund of our work and $credit towards future services as a resolution to this complaint and has since stated that was not an acceptable resolution The offer of $in service credit made to Mr [redacted] was not presented to him as the amount that it would cost to replace the muffler so I am unclear why Mr [redacted] assumed that this would cover the entire cost of the repairsI stand by the offer previously made and accepted by Mr [redacted] Thank you for your time, Kyle P [redacted] Customer Service Manager

3/30/Revdex.com Bryant Woods South Amherst, NY This letter is in response to the complaint from [redacted] A [redacted] , # [redacted] I will refund Ms [redacted] for the amount she paid for the brake pads in A check will be mailed to her on April 4th to the address listed on this complaintI apologize that we could not handle this correctly for Ms [redacted] when she recently visited usThank 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 If it's easier to talk, please call me ###-###-####.I am still waiting for the promised credit from Mrtire promised by [redacted] and ***I have since removed the stop payment order from [redacted] as of 7/2/15.Thank you, Regards, [redacted] ***

This letter is in response to the complaint from [redacted] E [redacted] , # [redacted] Mr [redacted] was offered a fair resolution to an honest mistake made by our shopMr [redacted] chose to reject this offer and purchase tires from a different companyMr [redacted] has demanded that he be provided more expensive tires at no charge since the first time he contacted our company and has been told several times that this would not be something our company would be willing to do for him Mr [redacted] would have ultimately paid significantly less for the correct tires had he accepted our offer, but instead chose to decline our offerI will not be offering to refund Mr [redacted] for the tires he purchased from our companyThank 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 did get the plate light fixed today with a more reputable repair shop and they told me they will put my new sensors in for meTell Tread Quarters that all I want is the road hazard protectionI do not trust them working on my car other then that Regards, [redacted]

This letter is in response to the complaint from [redacted] E [redacted] , # [redacted] Ms [redacted] has been mailed a check for $to reimburse her in full for the charge that she should never have been asked to pay by our shopI sincerely apologize to Ms [redacted] for our shop’s actions and poor communication The reimbursement check was mailed to the address listed on this complaint on February 19th and should be delivered sometime within the next few business daysThis was a completely avoidable situation that our shop caused and I would like to state that this is not something that I have ever heard of happening in the five years I have been with our companyI cannot understate my disappointment with our shop’s actions with regards to this matter I would like to apologize to Ms [redacted] again for our shop putting her in this situation and I wish her the very best in all future endeavorsThank 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 hope to work on a resolution [redacted] Regards, [redacted]

This letter is in response to the complaint from [redacted] , # [redacted] I would ask that Mr [redacted] forward me documentation from Meineke where the vehicle passed the inspectionI am sorry for the issues that took place at our shop and I would like to make this situation rightIf I can review the documentation Mr [redacted] has I would be more than happy to consider the requested refund for himPlease forward the documentation through the Revdex.com or fax the documentation to my attention at ###-###-#### 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 have and do find significant and consistent issues to which are not only offensive, lacking in full accountability and truth, but are also disturbingAt the least, I am owed a sincere apology and a grateful thank you for me patronage of trying to do business with Monro through the yearsWhile it true that I have had other circumstances with Monro to which I have had to escalate (and rightfully so) due to their consistency in being negligent and trying to wiggle out of doing the right thing by the customer, what the Monro Rep conveniently failed to disclose is that the other claim(s) were found in my favorI have had several visits/transactions with Monro with great Reps and actively listen and did a great jobHowever, when a business does not do the job that you fully discussed in detail and redundancy ..then they do not deserve to be paid for a job that they did NOT completeIt's like going to a tire shop and telling the shop that you want a set of snow tires to prepare your vehicle for the winterYou select your brand of tire and the shop put new tires onYou pay the shop and they drive your car from the garage bay around to the frontThey give you your keys and you go to your car and notice that they did indeed put on tires, but they are NOT the tires that you had selected and paid for ...the job that you hired them to do was NOT completed; similar but not the job you hired them to doYou bring this to the shops attention and they say ..Didn't you want a set of new tires? YesDidn't you want new tires? YesDidn't you want our team to mount and install them? Yes ....Didn't we give you a new set of tires they are mounted and installed to your car ..what's the problem? A rationale, person would respond in dismay by saying something to the effect of "Are you kidding me? I was very clear that I wanted, selected, instructed, and paid for the installation of (4) SNOW tires ...these tires are not those tiresYou are going to have to resolve this." The right thing to do would be shop doing the right job that the customer hired them to do by installing the snow tires that the customer hired them to installIf they cannot or refuse, the right and legal response is a full refundJust as in the scenario detailed above, Monro may have done some work, but it is irrelevant in that they did NOT do the job as discussed and contractedFurthermore, not only is a refund fully due, but I would like to be refunded my Lucas Oil Additive and my (2) gallons of Dexcool Coolant that was wastedThey did not complete a standard oil change or do a coolant flushPlease refer to the initial invoiceThe invoice states in TWO places, by the Assistant Manager, that Monro was to complete a COOLANT FLUSHThis means that the vehicle MUST be hooked up to a machineThe machine removes the old, grimy, potentially coagulated coolant from the engine, hoses, reserve tank, and radiator and the tech can put in brand new, untainted CoolantMonro did a Coolant drain meaning that they only pulled the plug at the bottom of my radiator, allowed the old coolant to drain into a bucket, put the plug back in, and then added MY PROVIDED Dexcool coolant back into the radiatorThe problem is that there was STILL LOTS of old, grimy, potentially coagulated coolant still left in the engine, hoses, etcTo go on this not only means that I have to still get an actual coolant flush done elsewhere to fix the problem they put me in, but it means that my purchase of Dexcool was wasted as I will not be able to reuse itI will have to repurchase more Dexcool and have another company do the job correctlyIf you pay attention, you will see the inconsistencies they they try to cloudMy vehicle's manual calls for Dexcool (brand) coolant specificallyThe Assistant Manager stated that Monro does not provide Dexcool, but wanted the workI brought in coupons (from their website), a competitor's coupon (they honor and add another 5% off), my own (1) quart Lucas oil additive that replaces (1) quart of their provided oil, and two gallons of Dexcool coolant (the store use NONE of their coolant)As such, the $price that I agreed to pay for the completed services included a combination of discounts due to coupons and my providing much of the materialsMonro accepted my coupons as partial paymentIn Monro's rebuttal, the corporate Rep says that the discounts found on the invoice are due to the fact that Monro tried to right things in the store on the day of my complaintThis is a lie and another attempt to cloud the watersThis discounts on the invoice were SOLELY due to my coupons and my bringing in my products that I had purchased elsewhereIt was my second visit back to the store, a few days later, that the tech busted the Assistant Manager by outright confirming that all he did was a COOLANT DRAIN and NOT a COOLANT FLUSH; two different services! This Coporate Rep is not correct.The corporate Rep says, "I find an issue with that statement since it was months after the service, and only after he had lost a credit card dispute, that he had contacted our corporate office to discuss this matter." It was not monthsThe logical, reasonable thing that most patrons of a business would do when a discrepancy occurs at a store level, is to ....try to resolve it at the store levelYou don't start a court case at the Supreme Court or try to speak with the CEO of a company with your disputeWhen you escalate ...this entails that you start at the foundation, try to resolve, if you are unable the you go to the next nextThis is what I attempted to doThe store kept sidestepping resolving the issue after several store visits, calls, and conversationsSo, then I felt the need to escalate higherUnfortunately, this all took time, but was not an incorrect course/option for me to takeI am fully within my RIGHTS"..why he did not allow us to help him with this matter first, I do not know." This above is why"Despite our company winning the credit card dispute, I have already offered to refund Mr [redacted] $for the amount he paid on the cooling flush.." First, I used my credit card in making the transactionAs of 5/17/2017, this is information and simply a lieThe dispute is STILL CURRENTLY OPEN and UNDER INVESTIGATION as confirmed by TD BankThis has not been found in their favor and I have a mountain of evidence that I have provided to the credit card companyWe are awaiting their outcome "Even though Mr [redacted] has threatened to take us to court, my offer to refund $to him for the coolant flush still stands." I have not threatened to take Monro to courtThis is another offensive lie! However, I will escalate until fully resolvedMonro obviously has and can take that however they would likeI was done wrong, and it will be rightedBut awesome, MrCorporate Rep yes please move forward with your offer to issue the $credit to my credit card immediatelyThis credit is considered only a partial step towards resolutionIt is and will not be considered 100% resolved until I receive a full credit in the total amount of $99.96, a refund for my wasted Lucas and Dexcool coolant, and a sincere apology mailed to my home address on Morno letterheadOtherwise, let's keep truckingBut yes, I will take your partial refund as partial resolutionThank you.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 Per Nissan (Attached) the special kind of "plug bit" found in the tire is for tire repair workIt had to come from the Monro station, left in the tire after they worked on it, to puncture from the inside outHence I would have not needed a new tire if they had not been so careless Thank you Regards, [redacted]

This letter is in response to the complaint from [redacted] # [redacted] A check for $was processed along with a credit of $to Ms***’s Master Card on 5/15/The customer’s vehicle is years old and has 200,miles on it and we do not believe we caused all of the issues she has experiencedWe did work at no charge to help correct this issue Ms [redacted] was having and ended up refunding every dollar she spent with us because we did not ultimately resolve the issueWe do not believe we are responsible for the outside shop fix or for the tow bill and will not be refunding anything more at this point Thank you for your time, [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] I cannot find any record of Ms [redacted] visiting any of our shops since September While I do not feel that we would have been the last ones to have touched the vehicle’s wheels in over a year, I will still be happy to review any documentation that Ms [redacted] might be able to provide me for a potential refundI will not be able to move forward with addressing this situation without being able to review the invoice where the lug nuts were removedThank you for your time, Kyle P [redacted] Customer Service Manager