ComplaintsforMonro, Inc.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 12 I brought my 2020 Hyundai Santa Fe to Monro Muffler and Brake in Saranac Lake NY for a previously scheduled appointment. While the repairs were being effected my windshield was somehow damaged. When they presented the vehicle to me after the work had been completed they did not note that the windshield was broken. However, they left the car facing west , into the sun, and the crack in the windshield was obvious upon my entering the vehicle. I immediately pointed it out to the manager and he had a mechanic verify the damage. They were going to let me drive away, only to discover the crack later. Thereby mitigating their responsibility. The manager did complete a Monro Muffler accident report and told me that he submitted it to the company. I have talked to the store manager, Don M******** several times and have been stonewalled. I have contacted the Monro Headquarters in Rochester, NY and left messages with Customer Service and a representative of their Risk Management Department. No calls had been returned and with the nightly swings in temperature the crack has progressed across the entire windshield. All I want is for them to step up and cover the windshield replacement, in a timely manner. It has been two (2) weeks since the accident report was submitted and nothing.

  Business response

  09/25/2024

  This letter is in response to the complaint from Michael ********, #********.            We apologize Mr. ******** has had a poor experience at our location in Saranac Lake NY.   A claim with our risk management department and our insurance company has been filed and this will be investigated properly.   The contact information for the ********* agent that will be handling the case is **** (###-###-####.   The case number to use when contacting Travelers is FTS0270.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PROBLEM WITH TIRE WAREHOUSE NOT HONORING THE WARRANTY POLICY ON THE BACK OF MY RECEIPT. 3/30/22 I had a slow leak in my tire I wanted to get fixed I was told by the Manager”Trevor” I had a nail in my tire. Tire could not be fixed it had a flat previously repaired & nail was close to repair I would have to buy 4 NEW TIRES BECAUSE the tires had over 30K miles on them & my car is ALL WHEEL DRIVE My mileage was 31,484 I was mad I was crying I’m on disability my husband is a 100% service connected disabled veteran we are on a tight budget we charge the tires on our credit card $725.36 THIS IS A LOT OF MONEY FOR US. 9/21/24 I was driving gps said to take left there was a puddle it was raining I turned & knew I hit the curb a pot hole or something I felt front wheel hit & then the rear wheel I got around the corner I knew something was wrong I pulled over & called AAA to change my flat rear tire 9/23/24 I went to Tire Warehouse Manager“John” is telling me that they can’t fix my tire they NO LONGER SELL that brand of tires THAT I NEED TO CALL SIMPLE TIRE…BUY THE TIRE…BRING THE TIRE TO TIRE WAREHOUSE… & then THEY WILL FIX IT FOR ME at a prorated rate fee. I’m like why can’t you do all of that work. I purchased the tires & ROAD HAZARD COVERAGE for all 4 tires from TIRE WAREHOUSE I’m the customer I’m ready the back of my receipt it clearly says that IF A TIRE FOR WHICH THE OPTIONAL ROAD HAZARD POLICY HAS BEEN PURCHASED BECOMES DAMAGED…THE COMPANY WILL AT ITS OPTION REPAIR THE TIRE AT NO CHARGE…OR REPLACE THE TIRE WITH A NEW ONE COMPARABLE OR BETTER THAN THE DAMAGED TIRE. His reply is that it how it works we don’t sell that tire anymore you will have to get another tire from SIMPLE TIRE I spent the rest of my day on the phone to the corporate office I’m now known as COMPLAINT NUMBER ****** I have enclosed more notes in my photos that are attached and can provide mor info if needed

  Business response

  09/24/2024

  This letter is in response to the complaint from ******* *****, #********.            We apologize that Ms. ***** was not happy with the service she received at our location and was unable to get the tires replaced at the time of her having an issue due to the tires not being in stock.  Our warranty for our RHW reads as follows  “If a tire for which the optional road hazard policy has been purchased becomes damaged due to a puncture, cut break, vandalism, or any road hazard under normal driving conditions, the company will, at its option, repair the tire at no charge, or replace the tire with a new on(comparable or better than the damaged tire) charging only for the percentage of wear by measuring the tread in 32nds of an inch.  The replacement tire price will be computed using its current retail price.”Ms. ***** spoke with my office regarding her concerns and the representative she spoke with explained that this is how the road hazard works for our tires that the warranty has been purchased for.   Unfortunately, due to the vehicle being an all-wheel drive vehicle all four vehicles do need to be replaced on the vehicle.If Ms. ***** is not interested in having one of our locations honor the tire warranty for her, we would ask that she take the vehicle elsewhere and have the tires replaced than send us the documentation for us to review.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  09/25/2024

  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. I feel that the out come of this complaint is that…I was read the warranty policy that is on the back of my receipt.I need it put into simple terms for the service manager at the Tire Warehouse to understand.I need 4 new tires…better than the 4 tires I purchased…because you no longer carry them…and to only be charged the prorated difference of 8/32…because that is what they were measured at on 9/23/24…thru the warranty system for all 4 tires.I feel have when these terms are in writing…with a direct phone number to contact…for any assistance or questions…from the corporate office…incase the service manager at Tire Warehouses of Hudson, NH need to contact someone to complete this transaction.I will be able to accept the offer tge warranty states. My husband and I have been a loyal customers of Tire Warehouse in Hudson, NH for the past 20 years. I just want the warranty I paid for to be honored. Regards, ******* *****

  Business response

  09/25/2024

  This letter is in response to the complaint from ******* *****, #********.            The matter of the tires being prorated at the Tire warehouse is something that all our locations are aware of the process to handle a tire warranty.   If the shop needs to contact the corporate office regarding further instruction, they have the number on their computer ###-###-#### and it is option 2 for guest services. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  10/02/2024

  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. 
  
  Thank you for all your help in assisting me thur this matter. I truly appreciate the work that you do resolving these types of issues. 
  

  Have a great day,
  
  ******* *****
  
  
  
  

  
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a set of ******** tires that included a $150 rebate and made an appointment on August 29th. When I go in for my appointment on August 30th, Jerry tells me these tires are out of stock and asked when I made my appointment. I think someone should’ve contacted me before my appointment at 1:30 and told me they were out of stock. I took time off from work and I was already there so I went ahead and got a set of ****** tires and told Jerry to save two of my old ******** tires that were in the best condition and put them in my trunk. After I got home I realized my trunk was empty and I had been charged for disposal of four tires instead of two. So I called out there and was told to come the next day and get my tires. So I picked up two of my old tires and asked about my refund and Jerry said I would get my refund the day after Labor Day. I even asked him if he needed my debit card for the refund and he said no. I still haven’t received my $10.60 refund for disposal of two tires that I kept. I sent two messages to their website and never got a reply. I’ve called the Beckley location twice. I contacted their ******** page and got an automatic reply telling me to call the 1-800 number. I called that number twice and was on hold 14 minutes and 20 minutes. I never actually talked to a person. I stopped by there on Saturday September 21st and asked Jerry about my refund. Which was my third visit. He said I would have it in 7 days. Then told me to come back on Tuesday the 24th and he would give me a $9.90 cash refund. He even figured up what he owed me on my receipt. Which is in one of my pictures. The lady in line ahead of me bought a set of tires that included a rebate but they were out of stock. So he still gave her the $150 rebate on a different brand of tires. He should’ve did the same thing for me on August 30th when I bought my tires. I would like the $10.60 that is owed to me plus the $150 rebate on a set of tires.

  Business response

  09/24/2024

  
  
  This letter is in response to the complaint from ***** *****, #********.
  
              We apologize that Mr. ***** did not get the tires that he had requested, and the store manager did not stand behind his work with getting the guest refunded or discounted to make up for the tire recycling fee and the tire rebate that he was not able to put in for due to us not having the tires in stock that would have qualified Mr. ***** for the rebate.   I am processing a refund in the total amount of $171.09 this includes the $150 for the rebate along with the $4.95 x 2 for the tire recycling fee.  This will be processed on September 26, 2024, and should reflect back to the ********** Mr. ***** paid with, within 3-5 business days from that date.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer response

  09/25/2024

  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

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 30th, 2024, my 2012 ******* ****** had a flat tire. ***** **** had it towed to Mr. Tire in Chapel Hill NC. At that time they broke one of the bolts that run from the tire to the main frame. Today is September 19th and they still have not fixed my car. We are given different variations of the story and the manager Kenneth always says it will be ready tomorrow and nothing happens. I want my car fixed correctly or send it somewhere that can fix it at their expense. At this point I don't know what to do. I don't feel it is fair for me to have to pay for towing to a new location and pay for the repairs of something they broke but what do I do at this point?

  Business response

  09/23/2024

  This letter is in response to the complaint from ******* ****, #********.            We apologize that Ms. **** has had a poor experience with our location in Chapel Hill.  I did speak with the manager of that location, and he has informed me that the concern with the vehicle is that there was an issue with drilling out the vehicles studs due to two of the lugs being cross threaded onto the studs and they were unable to get the lugs off the vehicle.   The manager stated that when they go to replace the studs on the vehicle, they do need to take other items apart to do so.  The Trailor arm bold would not unbolt and this has caused the store to need to order a new cross member for the vehicle.            The store manager has been in contact with a Mr. **** regarding this matter and he has been informed that they are awaiting the dealership to provide them with a new crossmember for the vehicle.  Due to the age of the vehicle this part is not readily available and will need to be shipped in.   The part should be in by this Friday, and they will inform the guest when the vehicle is completed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in just for alignment Tuesday got it back my battery died they broke part to car that lifts up my hood I had to go somewhere else they broke other stuff

  Business response

  09/20/2024

  This letter is in response to the complaint from ******* *******, #*******.            If the guest is claiming damages, please have him contact our corporate office at ###-###-#### option 2 for guest services and we can file a formal complaint regarding this concern and get our risk management department involved to pursue an investigation with our insurance company. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Tire choice/********* guest id# ********** invoice #****** Monro is Tire choice. Phone # ###-###-#### Tire choice 19100 Veterans Blvd, Port Charlotte ####-###-#### service date 09/07/2024 total charged 69.35 by manager Alex G*****. Charged through ********* 78.50 through ****** for the same oil change. I went through ********* to schedule an oil change at tire choice because they offer cheaper service rates for **** drivers. I paid through ****** for the service 78.50. When I showed up for the appt. Alex G***** the manager said he had to collect the money in the sum of 69.35 I told him I already paid at ******. He said he had to collect so I paid him thinking the ****** charge would be void. After I found out I was charged twice I returned to Alex after talking to *********. They said Alex needed to refund the extra charge or cancel the ticket and ********* would refund within 10 days. He reprinted my receipt and lied about canceling the ticket. After numerous calls to ********* nobody will do anything and have not returned a call when they said they would. Alex G***** refuses to credit the card I paid him with.

  Business response

  09/20/2024

  This letter is in response to the complaint from ***** ******, #********.            A refund is being processed for Mr. ****** in the amount of $69.35 which is the amount that he was charged in error at our location.  The refund will be processed September 23, 2024, it can take 3-5 days for this refund to reflect back to the account it was paid with. As for what Mr. ****** has paid to ********* for the oil change we would be unable to refund for this amount due to our shop not getting paid for the service.  This is something he will need to bring to the attention of *********.  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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently went to Mr. Tire auto center #721 in Columbia MD to have 4 tires replaced on my car. This was not including an alignment which after waiting was told the machine was not working so they would take charge off. But they charged me 219.68 for just installing the 4 tires does not seem correct and after looking at the bill the total tire service shows 130.00 but charged me 219.68 and want to get this corrected

  Business response

  09/20/2024

  
  
  This letter is in response to the complaint from ***** ********, #********.
  
              I have attached the invoice with a break down of the charges on the receipt and due to the guest having the store install the 4 tires there is a $130 charge for the tire install along with a charge of $20 for the tire recycling fee which for the state of Maryland it is $5 per tire along with the $65.96 for the new TPMS valve stems that are replaced on new tires during install.  The subtotal before tax is $215.96.  And Tax is $3.72.
                 We 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.
  
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going to tire choice for many years and the manager anthony was new. I had an issue with my front struts and was told they were repaired but the paperwork said rear struts. I asked and he said it was done. I believed him and still heard the noises. Went back a few times and told it was something else more expensive. This past weekend I went in for an oil change and was shown I needed front tire struts. i said I had them replaced, and they were not and worn. I had a power steering flush that I paid for last year and had to have it done this past weekend because it was "black". A few months ago, I had my *** taken in by tow truck for not starting and when I picked it up was told nothing was wrong and they "jumped my battery" Went to another repair shop after the 3rd time and it was the alternator. During one of my tune ups, my ac stopped blowing cold and I asked what did they do and without looking at the car, was told oh its probably your condensor. It was not repaired or looked at since then and I still have no cold air blowing out of it.

  Business response

  09/20/2024

  
  
  This letter is in response to the complaint from ******* ******, #********.
  
                 I have gone over Ms. ******’s complaint however it is unclear what she is looking for and a refund of $6,000 would not be offered regarding this complaint.   We would ask Ms. ****** if she is having a concern with her vehicle and she believes that it is a result of the work that we have performed that she get an estimate from a shop of her choosing and to what the repair will cost and what the mechanic found with the vehicle and we can review the documentation at that time.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 1st of 2024 my wife went for an oil change at Monroe when the oil change was completed the person doing the oil change was the acting manager of the Monroe shop. The acting manager never put the bolts back on the skid plate of my wife's 2019 ***** ***** sport driving on high way skid plate fell off and started to drak on ground of highway causing tremendous amount of damage to plate. Went back to Monroe spoke with acting manager and he admitted to the mistake of not putting bolts back in plate I then called Monroe corporate Headquarters and spoke to Catherine H***** called several times have not returned my call would like further action taken

  Business response

  09/20/2024

  
  
  This letter is in response to the complaint from ****** *****, #********.
  
                 I would ask that Mr. ***** please provide the location in which the service was performed and the name that our invoice would be under.  If the invoice is under his name or his wife’s name and at that time, I can follow up with our risk management team to see where the case is regarding the skid plate of the vehicle.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a flat tire issue and paid 387.88 to replace the tire. However, many of the project charges were not communicated in advance. For example, in the wheel alignment project, I did not request a wheel alignment, and it was not necessary for the tire replacement. The project was completed and charged without informing me and obtaining my consent, which is unreasonable. As well as for the shop supply fee, why should I pay for your shop supplies? This should be part of your service.Please refund me 195.98 + 16.08 = 212.06

  Business response

  09/20/2024

  
  
  This letter is in response to the complaint from ****** **, #********.
  
              I have reviewed the complaint and the invoice for the tire install and we can process a refund for the cost of the alignment along with the cost of the shop supply fee that was charged.   Our alignment was $129.99, and the shop supply fee was $16.08 so the total refund that will be processed on Monday back to the ********** that the invoice was paid with will be $147.20.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer response

  09/23/2024

  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,
  
  ****** **
  
  
  
  
  

*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. ↩