ComplaintsforMonro, Inc.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/07 I scheduled a tire service for my ******** **** vehicle. After 4 hours the store finally finished the job. I took my vehicle home only to discover that their technicians damaged my window switch. I contacted the store multiple times to fix the issue. Each time they say the manager is not in/ they have a new manager starting in a week and so on. They have reached the point where they are ignoring my calls. I am requesting that the store pay for the full repair for fixing the window switch at the local ******** **** dealership as I will never let them work on my vehicle again. In addition, I am requesting a refund on the tire since they have waisted an entire week of my time dealing with their unprofessionalism.

  Business response

  09/20/2024

  This letter is in response to the complaint from ******* ********, #********.               ******* spoke with my office on September 12, 2024, regarding the alleged damage to the window switch.   The representative that he spoke to did forward the case to our risk management team to get our insurance company involved with this matter.   There would be no refund of the tire that was installed on the vehicle due to the guest having possession of the vehicle.  Our insurance company ********* will be in contact with Mr. ******** within the next 24-48 hours to discuss the next steps that will need to take place.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  09/23/2024

  Better Business Bureau: 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. Unfortunately another unprofessional response from Monro. Please do not refer to me as Mr. ******** as that indicates respect which I have yet to recieve from any employee from Monro. While you still refer to it as "alleged damage" Your employee/technician damaged my vehicle and attempted to hide the damages while I waited in the lobby for 4 hours. In addition, this occurred on 09/07/2024 and it is currently 09/23/2024 and I am still dealing with an issue caused by your employee. 2 weeks without an apology, no compassion no customer service and no attempt to remedy the situation. I have requested to speak to a store manager and Customer service director and have yet to even recieve a courtesy call back from either. It makes me sick to my stomach the level of disrespect I am experiencing from your company. ******* ********

  Business response

  09/23/2024

  This letter is in response to the complaint from ******* ********, #********.                We apologize that the guest did not receive superior customer service from our store and that there was an incident when having services performed.   The issue has been handed over to our risk management team and our insurance company for this matter to be further investigated accordingly.  Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Robert, the gentleman with the clock tattoo on his forearm is a liar. Four separate times he lied to me: (1) He ordered the wrong tires and lied saying they’re exactly the same that I had ordered two days prior. They were not, and a much cheaper version. (2) He then tried to charge me the same price and lied saying they’re identical until I pushed him on it by having to google the two tires myself. After waiting for over five hours, as I’m leaving, I wanted to confirm the tires are run flats, at which point he (3) then lied to me saying the tires they put on are run flats. Again, I had to google the reference code on the tire to determine they weren’t – which he then admitted he lied to me about. I was so fed up at this point I just wanted my old tires put on and leave. It took him two hours to undo everything and he promised to issue me a refund. And guess what, you guessed it, (4) he lied about refunding my $1,400. I’m now fighting with my credit card to refund the payment of $1,400 after wasting a day with this liar and driving my car off with the exact same tires I showed up with.

  Business response

  09/20/2024

  
  
  This letter is in response to the complaint from ****** ****, #********.
  
                 We apologize that Mr. **** did not receive the credit when the store stated it had been processed however there is a small delay in the processing of a refund of this type.  I do show record that a refund was processed on September 12, 2024, in the amount of $1,490.58 back to the Visa card that Mr. **** paid with.  Credits are usually visible on the account it is credited to within 3-5 business days of our company processing them through. I have also attached a copy of the refund Letter to this response.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 26th, 2024, I purchased a ******* for an oil change for my vehicle with Tire Choice Auto Service Centers. I went to Mr. Tire Auto center at 6309 E Main St Columbus Oh 43213 approx. 18:30. I spoke with individual I believe was the manager William Carter who stated they would be closing soon but could get it completed. After explaining the additional price, he informed his tech R. T**** what oil, and the amount of oil needed. I noticed he was rushing to complete the job. I was understanding since it was Friday, He explained that it would be best to purchase replacement tires instead. I agreed that we would not complete the rotation, but I explained I would like a top off and air in the tires. The services were completed as requested. As I was paying for the additional cost that were not covered under the *******. The tech drove my vehicle out of the shop doors and park it. I noticed Apon arriving home that the oil levels were not at the full level where it has always been. I returned the following day and explain to Mr. Carter that my oil level was not reading full. He instantly began telling me that as long as it reads above the middle line that he felt it would be fine. I explained that prior to the oil change they completed it read full and after every other change it has aways been at the same level. He processed to try to argue with me and was very rude. He yells over to the tech who has walked into the shop hastily grabbing a blue container that is used to pour oil into the vehicles. I did not know the oil that was spilled settled down around my spark plugs causing me to have to get a tune up and have the plugs replace due to how my car was preforming. I do not know if the tech used the correct oil when I returned and was not asked prior to him pouring the additional oil into my car that Saturday when I returned. I am still experiencing issues that are going to require addition repairs.

  Business response

  09/20/2024

  
  
  This letter is in response to the complaint from ****** ******, #********.
  
                 Ms. ****** is alleging that our oil changed caused her to need a tune up on her vehicle.   We would ask that she provide documentation of where she had the vehicle repaired and we will be able to review that documentation at that time.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Mr. Tire at 3632 Lincoln Way E Massillon Ohio on 10/16/2023 to have my front drivers side wheel bearing replaced. On 8/30/2024 I went back and stated that I believed that my wheel bearing was bad. They told me that it was my lower control arm and tried to sell me on over $900 worth of other maintenance work. The noise in my car had gotten worse so I returned on 9/10 and made an appointment for 9/11. They told me that my wheel bearing was bad. They said that they had no record of the wheel bearing being replaced and that the person who did the replacement no longer worked there so they would not honor the warranty on the wheel bearing.

  Business response

  09/20/2024

  This letter is in response to the complaint from ****** *********, #********.               After speaking with Ms. ********* here on September 11, 2024, I did reach out to the district manager who oversees the location Ms. ********* had visited for service and he has explained that the Wheel bearing service had not been completed on her vehicle and the warranty company that Ms. ********* had for the vehicle at that time was never charged for the Wheel bearing service to be done.  This would mean that there is no warranty on a Wheel bearing.  This information was also confirmed with the warranty company.   Ms. ********* was given an estimate of the cost of this work last year however it was never approved or performed.  There would be nothing further we can offer regarding this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I just returned home from the Monro located at 2719 Library Rd; Pittsburgh, PA 15234. I received a call that my car was ready for pickup, secured a ride, and arrived at the location only to be told that no one was available to help me. I'd have to return when the manager is there. When I questioned this, the individual replied with a series of "they don't tell me anything," "I can't help you," "They don't teach me anything," to which I replied that I would use my spare keys, go home with the car, and they could call me to arrange payment and return my keys. His response was, "that would be hilarious." I'm not laughing. I took time out of my work day to pick up my vehicle and was completely brushed off and unable to complete this transaction. I have no car and no faith in this company.

  Business response

  09/20/2024

  This letter is in response to the complaint from *** *****, #********.               We apologize that Ms. ***** had a poor experience with our location when having services performed.  Ms. ***** did contact our guest services department regarding her complaint, and we have sent this out to the management who oversee this location to ensure that this is addressed with the staff there.   There would be no refund offered due to the services being performed and we do not compensate for lost time.   I would however be able to offer a service certificate that can be used at any one of our 1300 locations, and it is good for up to a year toward any future service that may be needed for her vehicle. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  09/20/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, *** *****

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a female, I feel as though my lack of vehicle knowledge was taken advantage of in the guise of safety. When I originally came in for a screw in a my front left tire, I ultimately was told I needed new rear breaks, even though after I told a family member and they said they should be fine so they told me to see them and take a picture (see IMG_2100) which they later confirmed as I took the break pads home with me that day as my family member instructed me to. As someone who might know more than nothing about break pads like myself, those breaks did not need to be replaced at that time. They also installed a dead battery in my TPMs sensor when they did the first tire replacement, and when I returned to get additional tires installed, I told them about the light flashing so they said it was a dead battery and I would actually need 4 new batteries, not just 1, and told me that if 1 was dying, they all would. I had a feeling it was just the first 1, and it turns out I was right because that's the only one they replaced and my light hasn't come back on in. TPMs batteries don't die after 6-7 years, so I believe they put a dead battery on, then charged me to put a new battery on, while also trying to convince me to do all 4. This is extremely deceitful business that I feel they knew they could get away with because of seeing that I am female plus my lack of vehicle knowledge, explaining the safety concerns if this work didn't get done. I would like my money back for the break pads, and the TPMs sensor, including labor and additional shop charges associated with those separate visits for that work. I have left a review and the phone number provided by this business for their corporate office in their response doesn't work, so I am trying to use the BB to help me through this process. I also can't find any information online about them to get in touch, other than calling the shop itself. I appreciate any support or guidance in navigating this, thank you, ******* ********

  Business response

  09/20/2024

  This letter is in response to the complaint from ******* ********, #********.               I have reviewed Ms. ********’s complaint, and we apologize that Ms. ******** feels that she was taken advantage of regarding the brake work she agreed to have done on her vehicle however there is nothing we can do regarding the services that have been agreed upon. We do offer a 30-day price match.  *If a customer finds the equivalent quality parts, service, and warranty for a lesser price from any approved automotive service retailer** and has proof in the form of an advertisement or itemized written estimate, we will match it or refund the difference. As for the TPMS sensor that Ms. ******** is having a concern with we would ask that she please provide documentation showing that she has had to have this issue addressed elsewhere.  It would be unclear if the sensor was not damaged when the tire had a concern to come in for a flat repair therefore, we would be unable to refund for the cost of the TPMS sensor that had to be replaced on the vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  09/20/2024

  Better Business Bureau: 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. The images show that the break pads did not to be replaced. I would like money back for this. I agree to the statement about the TPMS sensor, as I can’t determine if it was damaged due to the tire issue.  Regards, Sabrina ********

  Business response

  09/23/2024

  This letter is in response to the complaint from ******* ********, #********.                I have reviewed Ms. ********’s complaint, and we apologize that Ms. ******** feels that she was taken advantage of regarding the brake work she agreed to have done on her vehicle however there is nothing we can do regarding the services that have been agreed upon. We do offer a 30-day price match.  *If a customer finds the equivalent quality parts, service, and warranty for a lesser price from any approved automotive service retailer** and has proof in the form of an advertisement or itemized written estimate, we will match it or refund the difference. There would be no way of knowing whether the brakes needed to be replaced at the time of service.   Ms. ******** agreed to have the services performed on the vehicle.   There would be nothing further we can do regarding the brake service that was performed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for premium products and they used low quality products on my car. They are refusing to honor the warranty on my brakes and rotors. When I go to the location I was told they do not have a mechanic, which is not true.

  Business response

  09/23/2024

  This letter is in response to the complaint from ******** *******, #********.            We apologize that Mr. ******* was not fully satisfied with the brake work that was performed on his vehicle on March 12, 2024, at our Bel Air Maryland location.   Also, that our location is refusing to honor our brake warranty.   We would suggest that the guest take the vehicle to anyone of our 1300 locations if he is experiencing a concern with the brakes that were installed this way those services can be covered under warranty.              If Mr. ******* would prefer to take the vehicle to a shop of his choosing that is not one of our shops, we would ask that he provide a paid invoice of what needed to be done on the vehicle and we can review that documentation at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to monro tire and auto at 1400 atwood ave on Saturday September 9th, 2024. I asked for a tuneup and an oil change. When I went to pick it up they said the total was going to be $1762.17. I was shocked. I told them there was no way that was the correct price. The guy cashing me out said "oh let me look. Oh I see here he charged you twice for labor. I took it out so it's gonna be $1400.". Still I total disbelief I said If he did that wrong he charged me for something else too. The guy checked again "Oh it looks like he paid $221.00 for your coil." I said they come in packs why would I get charged for 4 packs of coils? He said they were individuals. That's a flat out lie. Instead of just correcting the mistake he gave me a discount and didn't charge me for an oil change. Even with that it still left my total at $1200.00. I told him I'm not paying that. He said "oh did they forget to call you to tell you how much it would be? He should've done that. I'll see if this discount works. That'll be $818.26" Finally I just paid because I'm calling the corporate office to get a refund or I'm disputing the charges with my credit card company because this guy is just completely ripping me off. Today I called 3 different Monros to get quotes on what I should've paid. They all quoted around $450-$500 for a tune up and oil change. I'm currently waiting on hold with their corporate office to see what they can do for me. If they won't resolve this issue I'm disputing the charge because they tried to rob me.

  Business response

  09/20/2024

  
  
  This letter is in response to the complaint from ******* *****, #********.
  
              I spoke with Mr. ***** regarding his concerns of the price he was charged for his services and requested at that time a written estimate from a shop of his choosing for the same services our shop has performed on his vehicle.  Once that documentation was received due to the amount being over $400 in difference it did need to have approvals from the District and Zone managers that oversee that location.  I have received those approvals, and a refund will be processed on Monday September 23, 2024.  This will go back to the **** Card Mr. ***** paid with and should reflect to that card within 3-5 business days from Monday depending on Mr. *****’s bank.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I recently purchased a ******* deal ' Tire Choice Auto Service Centers Full Synthetic Oil Change with Tire Rotation and Standard Filter (+$20 Rebate)' for $69.99. I then went to Tire Choice Auto Service Center in Eastlake, OH 44095 (34300 Vine Street, Shop 477) to get this auto service done. Once I was done, I was given an invoice that listed all the services done but the invoice also said the following 'This is an estimate only. This is not a final invoice'. But the invoice itself listed all services done (oil and filter change, tire rotation). I submitted this invoice to get my $20 ********* full synthetic oil change rebate and my rebate was denied (put on hold) after a few days of submitting it due to this reason: ' Item/model not on supporting documentation. The model(s) entered at the time of submission are not listed on your supporting document. Please upload a clear image of your documentation, or obtain a new document from your dealer, that includes all purchased models.' I tried calling Monro customer support at ###-###-#### but they transferred me to the Tire Choice shop in Eastlake and there was no answer. Please see all attachments for proof. What I would simply like is Tire Choice shop in Eastlake to either mail or email me the actual invoice or Monro to mail me a check for the $20 rebate. Thank you, ***** ###-###-####

  Business response

  09/20/2024

  September 20, 2024
  
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY 14228
  
  This letter is in response to the complaint from ***** Filipovic, #22261557.
  
                 We apologize that the location did not provide ***** with a final receipt of service after having his oil changed.   I have included it here to our BBB response.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did a complaint at **** tires they was supposed to do a oil change I got to ******* and all my oil came out right after leaving the shop. I went back to the shop i opened the hood and oil is everywhere. Initially they said they cant look at the car until the next day, but he ended to saying they will put a new filter to prove its not their fault if the car still leaks. And i said "What if it don't leak" then he said"then its something they did" they cleaned the oil put a filter , and more oil. He came back in and said "because the o ring was old that's what caused it" so based on what he previosly said since it stopped it was their wrong doing he was apologetic. They did do this free of charge as they should because i didnt bring the car with oil leakin. But rick the manager wasnt never spoke to me, never said sorry. I dont know how he got a management position hes very unprofessional and to lie is very alarming.all they say in the complaints is call the 1-800 number...This place needs to be investigated some of their negliegence could of caused fatalities. any complaints i recommend calling the beauru of automotive repair and they will goto the shop and investigate this shop... Their negligence must . stop. The BAR showed up at the shop. they was supposed yo look at my car the 1st 2 days they didnt they showed up to my house just yp say they refuse to fix it**UPDATING MY REVIEW AS OF 8/28/24 I CALLED THE 800 for monro NUMBER THE SAME NUMBER THEY LEAVE IN ALL REVIEWS. THE BARELY WANTED TO DO IT BUT THE REP GAVE ME A CLAIM NUMBER STATING SOMEONE WILL CALL ME TO LOOK AT THE CAR. THIS HAS NOT HAPPENED AND EVERY SINCE THAT CALL NO ONE EVER ANSWERS ...IM CONVINCED NOW THEY LEAVE THE SAME GENERIC RESPONSE SO IT APPEARS THEY TAKEN CARE OF THE ISSUE BUT HAVEN'T. SOMEONE NEEDS TO LOOK AT MY CAR IMMEDIATELY AS MONRO STATED. I NEED TO BE CONTACTED IMMEDIATELY

  Business response

  09/16/2024

  
  
  This letter is in response to the complaint from ******* ********, #********.
  
              We apologize that Ms. ******** has had a poor experience with one of our locations in Riverside California.  I have followed up with our claims department and they have informed me that there is a claim that has been sent over to our insurance company on Thursday September 12, 2024, and a representative from ********* should be contacting Ms. ******** to discuss the next steps for them to investigate this matter further.            
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩