ComplaintsforMonro, Inc.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 23rd my car broke down as I was driving it, and it would not turn back on. I had my vehicle towed to this business to have it repaired. On the 27th I picked my car up after paying $950, and took it home only for it to break down with the same issue on September 29th. I towed the car back and they told me that it was not the same issue with out looking at my car, and then didn’t contact me with an estimate. After calling everyday I finally reached them the afternoon of October 5th with a new total of $1,200 and with the news that my car was broken into. They assured me that my stuff was not stolen, though it was and they assured me their claims department would replace my window and lock. As of October 13th the claim has still not been filed, and there is no estimated date for me to pick my vehicle up. Through this entire process they have not contacted me once, I have been the one that has to follow up to get any information. When they tell me they’ll call back they dont

  Business response

  10/19/2021

  This letter is in response to the complaint from ********* ****** #********.            I apologize that Ms. ****** has had this experience at one of our locations.  I have sent Ms. ******’s information to our Claims Department for our insurance company to become involved at this time.  The claims department will be in contact with Ms. ****** as soon as they are able.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/24/21 I paid a bill totaling $1372.86. I paid $800 and now have a loan to pay the rest of the bill which will affect my credit. I brought in my ******** 2008 g35x for a check engine light issue. I was told that the issue would be resolved for this price. When I got my car the issue was not resolved. I was told to wait because the car need 50 start ups for the code to clear. When it did not clear I brought the car back TWICE. They ran me in circles. Today I had my car in the shop from 10:00 am until 5pm until I finally called to see what was going on. When I called they finally had the balls to tell me “they can’t fix my car”. Now, if they knew they couldn’t fix my car why did they charge me $1300.00?!?! I am demanding a refund immediately as this issue has not been resolved. I was told to contact corporate which will be my next step. Do not go to this business they are NOT honest & scammed me.

  Business response

  10/13/2021

  
  
  This letter is in response to the complaint from ****** *****, #********.
  
              I have reviewed Mr. *****’s Invoice as well as I have spoke with our shop regarding Mr. ****** 2008 ******** ***.  When Mr. ***** brought his ******** in for service on August 24, 2021 noting the Check engine light was on and Replaced Exhaust VVT Solenoids. Y Pipe back for Exhaust.  This service was provided however When Mr. ***** returned with the vehicle the shop found that the codes that were coming up on the computer were Timing Codes this is a separate issue from the solenoids and the shop recommended that Mr. ***** take the vehicle at that time due to the dealership having more knowledge of the timing in the vehicle.  We would not be refunding Mr. ***** for the services that we performed on the vehicle at this time.  If there is an issue with the services, we performed we would need documentation from the shop that has found the concern with our services and I will be able to review it at that time.
  
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer response

  10/14/2021

  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 statement made by Mr. tire is not accurate. I took my car into Mr. tire and the first thing that they did was run the codes on my check engine light. The code that came up was p0014 which is why THEY came to the conclusion to replace the solenoids in order for the check engine light to be resolved. If they KNEW that the solenoids would not fix the code that THEY ran then why was i charge $1300.00 only for my car to still have a check engine light????? I did NOT once tell them to replace the solenoids they came to that conclusion and assured me NUMEROUS times that it would fix my problem. I brought my car in TWICE after they replaced the solenoids wondering why my check engine light came back on. They ran me in circle. I am demanding a refund. I will accept paying for the cost of the parts that they did replace but I do not accept the other charges. It is ethically wrong what they did and they should make it right! They lied to my face, charged me, and then told me to kick rocks. Completely unfair, and dishonest. This entire company is a scam. They just want to run your pockets but I will not let it happen especially after this terrible circumstance. 
  
  Regards,
  
  ****** *****
  
  
  
  

  Business response

  10/18/2021

  
  
  
  This letter is in response to the complaint from ****** *****, #********.
  
              We are not able to take further action currently.   We would ask that Mr. ***** provide documentation regarding what is found to be going on with his vehicle at this time and we can review the documentation at that time.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the Mr.Tire location in Athens County for an Oil Change. A few days after service, I noticed some oil in the driveway, I assumed it was spill/overpour. After a week still seeing oil, so I looked under the hood. The oil filter was loose enough to be tightened by hand. I called the shop and was told this was impossible, that my car would have no oil left. It was down 1.5 quarts, they basically stated I was fabricating this. The car is a 2019 ****** always serviced and no prevailing issues. I then called the corporate office and was treated excellent, they did not assume culpability, but agreed this may cause long term issues. I was told their risk management group would reach out for details and a report within 48-72 hours, no communication from them at all, that was over two weeks ago. I am concerned about the long term health of my vehicle. Could you please assist, I don't want compensation, just the assurance that if something adverse occurs due to this, it's on record.

  Business response

  10/19/2021

  This letter is in response to the complaint from **** ******, #********.            I apologize that there has been a longer than normal delay in our risk management department reaching out to Mr. ****** regarding his vehicle.  That department is very small with only a couple representatives handling all claims for all our 1500 plus shops however, I did reach out to the supervisor of the claims department and she will be in contact with Mr. ****** as soon as she is able to in order to discuss his vehicle. Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer response

  10/20/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and will await contact from their claims department. Regards, **** ******

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB Transcription of Handwritten Complaint: ** ******* was brought in for AC to be fixed. Compressor and fan was not working. Charged $1,196.55 for unfixed car. Went back 4 times and still not fixed. Called customer service and they will not help. Last time taken to shop, the car started to overheat and radiator fluid spilled out. Cooling fans were not plugged in which could have led to more damage.

  Business response

  10/13/2021

  This letter is in response to the complaint from Frank ********, #********.I have reviewed Mr. ******** documentation with our Director, and we are unable to refund Mr. ******** for the services that our shop performed due to these services being completed.  Due to the documentation stating that there is a 50/50 chance that there is damage to the engine due to the improper installation of the cooling fans I am sending Mr. ******** information and documentation over to our claims department for them to investigate this matter further.  Once this claim has been completed, we can re-evaluate the documentation to see if we are able to refund Mr. ******** any amount of money.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made appointment at Pawtucket, RI facility for synthetic oil change, tire rotation to use certificate from past problem. Came on time, told lacked appointment. Was told would do work; returned in 15 minutes to find them pull car from service bay. I commented was fast. Guy who rang bill had spoken for several minutes when made appointment few days before. He denied call or appointment. Bill looked high but I wanted to move on. I saw oil change sticker stated due for change when odometer 2,000k more than current miles. Called another Munro that verified change, tire rotation took 45 minutes. Called corp director of operations Dan T******* he had regional director Bob S****** call me. Bob promised $75 refund for work, $75 for time spent on matter; promise of check unequivocal/unambiguous. Bob said 2 weeks later he approved check; month later, Bob told me president Michael B******** denied for lack of verify. NEVER mentioned before. I no longer have receipt but is in Munro system.

  Business response

  10/13/2021

  October 13, 2021
  
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY 14228
  
  
  This letter is in response to the complaint from **** *****, #********.
  
              I have reviewed the complaint Mr. ***** has provided as well as I have spoke with my Director here is customer service (Camilia).  My Director has asked for supporting documentation regarding Mr. *****’s request for the $150 refund and we have not received any documentation to support this refund.  In order for us to stay in compliance with SOX supporting documentation is required to support a refund that is more than the amount that the customer paid to our shop and looking in our service history for Mr. ***** the last invoice we have is in the amount of $22.07.  We are not able to refund Mr. ***** without supporting documentation.
  
  
  Thank you for your time,
  
  Theresa Griffith
  Guest Services Manager
  Monro Inc.

  Customer response

  10/14/2021

  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.i DID bring my car to the dealership but did nit save the receipt. This is irrelevant to my claim. The $150 Is based on the Munro location not doing the work and on the associated aggravation. Again, I did get the work done at the dealership. However, Munro should not care is I spent the $150. Further, Bob S****** did not tell me before I went to the dealer that I needed  to do ANYTHING to get the $159 that he approved BEFORE I went to the dealer. Additionally, Munro corporate NEVER informed me that they override Bob or required the receipt. I only learned if the rejection on following up with Bob. Company president CEO Michael B******** and Director of Operations Dan Tripoli did not return messages. Further, Munro ACKNOWLEDGES that I paid a total of nearly $75 for their services. This was in the form of the $50 gift certificate  that I was given the last time that they screwed up and that is the ONLY reason that I returned this year. Only playing me $23 and some odd cents deprives me of that $50.It is deplorable that this large corporation is being so frustratingly petty over a relatively small amount.   Regards, **** *****

  Business response

  10/18/2021

  This letter is in response to the complaint from **** *****, #********.            Mr. ***** has spoken with my Director here at customer service Camilia M******* regarding his complaint and has since sent the documentation from the dealership that claims that our oil change was never done on the vehicle and an agreement was reached whereas we are refunding Mr. ***** $225.00 this is being refunded as a check and will be processed this week to be put in the Mail on Monday October 21, 2021.  Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was brought in on July 7th,2021 for a shaking while driving to be repaired. Johnstown, NY Monro replaced the rear differential and completed the job on July 8th, 2021. It was $1094.68 for parts and labor. We paid and picked up the vehicle on July 9th. When driving home immediately noticed that the problem was not fixed at all. Contacted them back the next morning since they were closed, they're claiming it is now something else and they would repair it when they got the parts. Several times My spouse and I have called or spoke with the manager & shop, who has not made good on this. Finally after 3 months with no repair or refund we took it to another garage where it was a simple rear universal joint that was the problem less than $100! They replaced a part that wasn't bad and never fixed the problem and began ignoring calls and messages. For a bill this high the problem should have been fixed! I am now going to the bbb because management and the shop are getting us no where!

  Business response

  10/13/2021

  October 13, 2021
  
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY 14228
  
  
  This letter is in response to the complaint from Matthew *****, #********.
  
              The guest brought in a 2008 Mazda ******* on July 9, 2021 and requested “Replace the rear end”.  The services were performed, and I do not see in our records that Mr. ***** has reached out to my office regarding there being an issue with the services that were performed. If the guest had an issue with the service after it was rendered, we would ask that Mr. ***** submit documentation from the location that corrected the vehicle, and we can review it at that time.
  
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer response

  10/18/2021

  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 decision to have the rear end replaced only came after Monroe looked at the vehicle and informed me that the reason for the shaking was because the rear end was bad.  I never walked in simply because I wanted the differential replaced.  The manager at the time had looked at the vehicle and informed that this would repair the problem that the vehicle was brought in for.  After having left Monroe after the repair was made the manager was contacted by my girlfriend to let him know that the problem had not been rectified.  At this point the manager said if the differential wasn't the problem the drive shaft and carrier bearing would need to be replaced and that he would honor the work to rectify the problem as soon as he could find the parts.  Numerous attempts at an update after the fact were always answered with the manager not being able to find the parts but that he was still looking.  I called three or four times for an update to be told the same thing and my girlfriend was told the same thing through text which I've attempted to attach to this complaint but I can only attach four of the seven screenshots I have.  I most recently had another mechanic look at it and told me the differential would never have been the reason for the shake.  This mechanic replaced the rear U joint in the drive shaft which did in fact fix thee problem and also said there is no way Monroe couldn't have see the U-joint was bad when they replaced the differential because that part needs to be removed to make the repair.
  
  Regards,
  
  ******* *****
  
  
  
  
  

  Business response

  11/08/2021

  
  November 8, 2021
  
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY 14228
  
  This letter is in response to the complaint from Matthew *****, #********.
  
              To proceed further at this time, I would need documentation that Mr. Town has had other work done on his vehicle that has rectified his concern with the vehicle.  Once I have that documentation from another mechanic, I can review it with my Director to see if we are able to refund for the services, we provided due to our service not rectifying the shake with the vehicle.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to a shop to get an inspection and oil change on 9/18/21. I left it there and was told that I would have it back by the end of the day. No one contacted me by the end of the day. I went back the morning of 9/19/21, they told me that they had run into a pole with my car. He seemed surprised that no one had called me. There is significant damage to my car, including broken headlight, large dents up to my drivers side mirror, and now my car scrapes the ground when I drive it. They gave me a liability report and told me their insurance would be in contact. It’s been over 2 weeks and no one has contacted me. I can’t get in contact with their insurance and neither can they. They tried to fix my car before telling me that my car was damaged or letting me see the original damage. They put a bolt in my car to hold the bumper together and tried to get the dents out all without my consent. Pics are after modification to original damage when I picked it up from the shop.

  Business response

  10/13/2021

  
  
  
  This letter is in response to the complaint from Kellyn ********, #********.
  
              I have reached out to our Risk Management Department and they did let me know that they left a Voicemail for Ms. ******** regarding the damages to her vehicle as of yesterday October 12, 2021.  I also have forwarded over the pictures that Ms. ******** provided to us regarding this damage to them.  The Risk management department will get our Insurance company involved and will take on Ms. ********’s Case.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have never been to this store with my truck and never taken it to be serviced to anywhere but ford, however they have reported a mileage on my vehicles vin that was incorrect and from a different truck self admitted by the manager and employee that the truck they serviced was a *** 2500 but reported the information to my vin I have made many attempts to just simply Correct the error that it has cost me money because I can't trade my truck in because the mileage reported was a lot higher than mine so It flags as mileage tampering . I asked for the simple correction of this and nothing more but I was told no and I need to call the corporation and the corporation never calls back.

  Business response

  10/11/2021

  This letter is in response to the complaint from ******* *****, #********.            For our Corporate office to investigate this further we would need Mr. *****’s Vin number and license plate number for his vehicle.  It is unclear at this time how this information would be in our system if Mr. ***** has not brought his vehicle into one of our locations however, I would like to get to the bottom of this.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  10/14/2021

  Better Business Bureau:I have made many attempted to do this very thing I have gotten no response from the and the business that incorrectly reported on my vin has already confirmed that they serviced a 2500 *** and reported my vin by mistake by their own admission all I have asked was a correction of this error as it has cost me financial hardship by not being able to trade my vehicle in I have unclouded the information they have requested in this response I have made many attempts to do just this and no one has returned my calls the business location has already confirmed to me that they serviced a 2500 *** not my truck and that’s who’s information they reported on my truck and vin I have provided the information in this email they have requested 2011 **** **** SPRCR 4X4 CRW VIN: ***************************  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. Regards, ******* *****

  Business response

  10/20/2021

  This letter is in response to the complaint from ******* *****, #********.            We apologize that Mr. ***** is having a concern with his Vin number being used at one of our locations as Mr. ***** is not a customer there.  I have given the information over to the Director of customer service and she is working with our Legal Department and our IT department to get this corrected.Thank you for your time,Theresa G*******Guest Services ManagerMonro 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. ↩