Monro Muffler Brake

This letter is in response to the complaint from [redacted] G [redacted] , # [redacted] Our shop submitted a refund request for $to our corporate headquarters for Mr [redacted] for the replacement of a damaged sensorWe have not received a copy of the outside shop invoice in order to be able to process this refundIf Mr [redacted] could forward the invoice where the damaged sensors were fixed we would be able to move forward on handling this complaintIf Mr [redacted] could fax the documentation to my attention at ###-###-#### I will get this handled for him as quickly as possible Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] J***, # [redacted] We processed the refund that Mr [redacted] requested back to his Master Card todayThis credit should be back to his account within three business days from today’s dateI apologize to Mr [redacted] for the inconvenience of this issue and I wish him the best in all future mattersThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] Mr [redacted] brought his vehicle to our shop stating that the vehicle was leaking some sort of fluidOur shop looked over Mr [redacted] ’s vehicle and determined that the power steering oil cooler was leakingAt this point our shop found no other fluid leaking from the vehicle, if we had found any other leaks present our shop would have recommended items or services to correct that issueWhen Mr [redacted] brought the vehicle back our shop found that the water pump was leaking coolantUnderstanding Mr [redacted] ’s frustration with the situation, our Store Manager offered to cover the cost of the water pump if Mr [redacted] would cover the cost of the labor to install the water pumpAccording to Bryan, the Store Manager that Mr [redacted] dealt with, he was very accepting of this offer and stated that he would come back to have the service done at a later dateI do not believe that our shop misdiagnosed the fluid leak that Mr [redacted] had; we simply did not identify another leak that the vehicle hadI believe that the offer made to Mr [redacted] by our shop was very fair and I stand by the offer that has been made Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from Mikail [redacted] , # [redacted] Mr [redacted] is the highest authority who deals with customer related issues within our companyMr [redacted] has never been our customer and the person who paid our company for services has never once contacted us to report any issueIf our customer would like to contact us to report an issue with their service we would be happy to address their concernsOur position on this matter will not change and Mr [redacted] has been given a thorough explanation of our stance on this matter already Thank you for your time, [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] * [redacted] , # [redacted] Our corporate office has never been contacted by Ms [redacted] to report this issue We will be happy to review the outside shop invoice for a potential refundWe apologize for any inconvenience this has caused, but we need documentation of how this issue was fixed in order to proceed with any refund Thank you for your time, [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] We have reimbursed Mr [redacted] $for the rental car bill that he requested we cover while we fix his vehicleIt is my understanding that the vehicle has been fixed and Mr [redacted] ’s issue has been resolvedThe rental car reimbursement check was mailed to Mr [redacted] on 10/31/and he should have received this check by nowThank 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 spoken to them several times and they stated they "were looking into it" I was promised a refund and have not heard from any representative of the company since their letter dated 8/19/sent to you It is 8/25/ I do however continue to receive marketing from the company but no correspondence related to the issue Regards, [redacted] ***

This letter is in response to the complaint from [redacted] ***, # [redacted] We originally mailed a $rebate card to Ms [redacted] on 10/26/16, which was within the eight week turnaround time that our company originally advertisedMs [redacted] contacted our Customer Service Department on 11/29/and her call was forwarded to one of our Marketing Representatives named Don for more informationMs [redacted] was informed of the date when her original card was mailed out and Don agreed to send another card to her at our costThat same day Don requested a cancel and reissue with our vendor that is handling this rebate program and the new card is set to be mailed as soon as the card is activateBoth cards were mailed to the correct address, which has been confirmed with Ms***, but we are still unclear why the first card was not deliveredI sincerely apologize for the delay in getting this card delivered to Ms***, but we have assured her that the card will be sent to her as soon as it is ready to be mailed Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] Mr [redacted] states that he has done everything he can to resolve this matterI 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 matterMr [redacted] has been a customer of ours for years and has contacted our corporate headquarters regarding issues he has had in the past; why he did not allow us to help him with this matter first, I do not knowMr [redacted] ’s credit card dispute mentioned no issue at all with the oil change, so I did not feel a full reimbursement for the service was warrantedDuring our lengthy conversation, Mr [redacted] never brought up the Lucas oil additive possibly not being used; he only stated that he had approved a conventional oil change and not the upgraded oilWhen questioned why this was not brought up in the dispute, or any time before this, he responded that he had just now seen that chargeI respectfully told Mr [redacted] that I was not willing to accept that as a reason why the oil change would be owed to him as well, since it had been over three months since the service had been performed, and he made no mention of this through the disputeDespite our company winning the credit card dispute, I have already offered to refund Mr [redacted] $for the amount he paid on the cooling flush that was not performed correctlyMr [redacted] has gone from having no issue with the oil change, to bringing up two entirely different issues with the oil change, neither of which I believe are acceptable reasons at this point to justify a full credit of the work that was performedI have offered the appropriate refund of $to Mr [redacted] which he has declined and he has stated that he will be taking us to small claims courtI would have been more than happy to refund Mr [redacted] ’s full invoice if the issues he described with our oil change were at all consistentEven though Mr [redacted] has threatened to take us to court, my offer to refund $to him for the coolant flush still stands Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from Iesah [redacted] , # [redacted] We have reviewed this matter further and at this point we are only offering to refund the rental car billEven though Ms [redacted] never communicated that she will be renting a car and expected us to pay for it, we are willing to cover the reimbursement for that chargeWe will process a check refund for Ms [redacted] on 6/19/No other offers will be made at this time Thank you for your time, [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] T***, # [redacted] Mr [redacted] brought the vehicle to us late on the Saturday of a holiday weekendOnce the work was underway we noticed that the water pump housing was cracked and needed to be replaced; this is a dealer only item and the earliest this part could be obtained was the following TuesdayThis water pump housing that no one initially expected to need to be replaced was discounted 50% in an effort to try to keep Mr [redacted] happy on this unexpected expenseI am uncertain why Mr [redacted] is referencing $because he was only charged $for the total serviceI understand the frustration Mr [redacted] has with the situation, but sometimes shops are forced to wait on parts that are not immediately available and sometimes additional work is found wrong with the system we are working on that will need to be repairedOur Store Manager never told Mr [redacted] that he had to “eat the cost of our mistakes” and I am not authorizing any refund to Mr [redacted] at this time because the work performed has no issue at this timeMr [redacted] has been a great customer over the years and because of that I would like to offer him $in service credit that he can use with our company towards any service that we offer Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] Mrs [redacted] contacted our corporate office and filed a complaint with our company regarding this experience, but would not allow us to help get her to another shop to have her vehicle looked at and have her oil light resetI will refund Mrs [redacted] $for her last oil change from May and I sincerely apologize to her for how our employee treated herThe employee has been addressed and I can assure Mrs [redacted] and others that this behavior will not take place again at this shop Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] L [redacted] , # [redacted] I would like to apologize to Mr [redacted] for the delay in getting this refund processed for himThe full refund for $will be processed back to Mr [redacted] ’s Master Card and he should see that credit to his account by April 6thI sincerely apologize to Mr [redacted] for this issue ever occurring 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 Regards, [redacted] I disagree with the responseMy invoice doesn't state any such thing, I have my copyI don't know what invoice they haveI purchased the tire in Nov and in Sept the front tires was going badI only do city driving back and forth to workI've had the truck and this was the first time I had to replace the tiresI thought [redacted] Tires was honest company, nothing is wrong with the back tiresI keep my truck up to par Regards Mr [redacted]

This letter is in response to the complaint from [redacted] M [redacted] , # [redacted] I would like to first apologize to Mr [redacted] for any miscommunication by our shop, we value Mr [redacted] ’s business and we hope that we can service his vehicles in the futureI have recently spoken with our shop about this matter and our Store Manager Gaelin told me that he did not recall Mr [redacted] coming to our shop or contacting him afterwards about thisI asked Gaelin if there was any issue with using [redacted] and he explained that using [redacted] can sometimes delay and complicate the process due to their approval processGaelin told me that he would be more than happy to try and assist Mr [redacted] with this service and asked me relay to Mr [redacted] that he is welcome to call Gaelin and set up an appointmentIt is my understanding that Mr [redacted] had corresponded via email with the Market Manager in the Louisville area towards the end of DecemberOur Market Manager and I are in agreement and we will not be performing a complimentary service for Mr [redacted] because of this mishap but we are happy to try and assist him with this serviceThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] E [redacted] , [redacted] Frank and I both do not believe that the exhaust needs to be replaced in order to be reinstalledUnless Mr [redacted] has documentation from an outside shop stating that these parts cannot be used again and must be replaced, than no additional compensation will be offered to Mr [redacted] Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] I would like to start by apologizing for any miscommunication that took place at our shopAccording to our Store Manager, we informed the customer of the rotors needing to be replaced as soon as we were informed that the resurfacing was not possibleGiven the increase in price we explained that we would have to charge for the rotors, but offered a 50% discount for the rotors to try and make up for this change in priceIt is my understanding that everything was explained to the customer prior to being billed out, which is substantiated by an invoice that I can produce upon request that was signed by the customerThe miscellaneous fee that was not described to the customer prior to service will be refunded along with the charge for the resurfacing of the rotorsOur shop did not fully discount the rotor resurfacing off of the bill, so I will include the remaining amount charged for the resurfacingI will refund a total of $plus tax, for a total of $back to the customer’s Visa CardThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A [redacted] , # [redacted] I have attempted to reach out to Ms [redacted] by phone to discuss this complaint with her, but I have not been able to get in contact with her According to our Store Manager, his assistant was the employee who originally dealt with Ms [redacted] at our locationBy the time the manager was able to speak with Ms [redacted] she was already very upset by how the assistant had treated herWe tried to explain to her that her rotors were in such bad condition that if we put the brake pads on without the rotors she would continue to have issues with her brakes and the pads would have to be replaced all over againOur shop even offered to give her brake pads so that when she has the rotors replaced by an outside shop they can just put the pads on for herMs [redacted] left the shop without getting any work done that dayI would like to assist Ms [redacted] in getting this warranty honored, but I would need to know what shop of ours she would like to visit to have this handled Thank you for your time, Kyle P [redacted] Customer Service Manager

Revdex.com: I was originally told my the regional manager in my area that he would review my invoices and call me back with an amount of refund including time missed from work He never called back even after my call to follow up My tires are not the sole issue and I was told by the regional manager I would receive a refund This is why 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]

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; provided Monroe Muffler Brake, Inc., follows through with their promise to mail me a check (on February) for $120.00.If I do not receive the check within days, I will contact you.I very much appreciate your help with this Regards, [redacted] ***