Business Profile

Auto Repairs

Monro, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

This profile includes complaints for Monro, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

896 total complaints in the last 3 years.
360 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/02/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a tune up in September 2024 at Tire Choice Location #936 in Ballwin, MO. On a road trip in March 2025, the check engine light came on and a misfire was detected in cylinder 4. We went to the nearest Monro-related store, Mr. Tire Location #690 in Laurel, MD, for a repair that cost $468.33. The intial tune up was under warranty. I then needed a follow-up tuneup when we returned home again, and the store did this for us without charge, but we need to still be reimbursed for the second tune-up charge. Repeated subsequent attempts at our home store location in Ballwin, and via phone and email, failed to be acknowledged. Documentation of the work done and the auto computer scan is attached.
Business Response
Date: 07/07/2025
This letter is in response to the complaint from ******* *********, #********. We
apologize that the location that Mr. ********* took his vehicle to in Laurel
MD. Did not contact the original store to retrieve the original invoice information
for the tune up that had been done on the vehicle in September of 2024. I am processing the refund of the overcharge
in the amount of $468.33 this will be refunded back to the **** Card Mr. *********’s
invoice was paid with. It will be
processed through our office on July 8, 2025 and should be visible within 3-5
business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 07/07/2025
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
Date:06/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
took 2009 **** ** * ******* to choice tire for installation of 4 new tires, informed, car has air suspension and needs to be placed in “ lift mode” prior to lifting car. The tech never did,manager acknowledged tech did not. they didn’t place vehicle in lift mode prior to changing tires and lifted car without.May 2025, called, informed the same day ,the car is now damaged and they will not reimburse for, the now over $900 we have spent trying to get this vehicle air suspension fixed. When they asked me to drive the car back to the shop so they could assess, I explain it isn’t drivable because the air suspension is stuck and vehicle is sitting on tires. manger said we could have it towed at our expense, I declined, had a mobile mechanic out, specifically noted due to car being put on a lift and not placing the car in lift mode the air suspension has been damaged and we will have to take it to an **** certified dealer ,this is a specialized vehicle, specific to ****, which cost so much! The store manager admits not putting it in lift mode and gave me an 800 phone number to corporate offices which I have called approx 20 or more times I get the automated “your call is important” next available agent will be with you”, staying on that hold for over two hours , I did that, documented each time. Once you get an agent they can only take a report and give you a case number, and another phone number to their insurance dept, call that number automated answer again but after about 10 mins on hold, a recording comes on says “ all our agents are busy please leave a message and the next available agent will call you”. doesn’t work either, I have left 5 messages. not once has any person from the corporate offices ever spoken to me to this day. they DID refund ONLY$37 , need to be reimbursed us $900 for repairs we had to have done. Emailed to CEO, administration ,emailed each. I have heard NOTHING FROM ANYONE AT THIS COMPANY EVEN SENT THE RECEIPTS TO THEM , NOPE NOTHING.
Business Response
Date: 07/01/2025
This letter is in response to the complaint from ****** **********, #********.            Ms.
********** has reached out to our guest services department regarding her complaint
and at that time she was alleging that our location caused damage to her
vehicle.   Due to the alleged damage the
matter does need to be investigated by our claims department and there is
nothing further guest services can do regarding this matter until our insurance
company has had a chance to determine liability on the case.            The contact
information for the ********* Agent that will be handling Ms. **********’s case
is ****** at ###-###-#### and the claim number to reference when calling is *******.Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 07/01/2025
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.

[This has been an ongoing issue. Each tie i hav reach out to Monroe they giveme a number to call and there is auto voicemail, i leave. Mesage attempting to get status on my claim however know one ever returns my call. I simply attempting to have them reimburse us for all of the repairs we had to have done to this air suspension due to the lack of training,the tech never placed the car in jack or service mode prior to placing the car on and lifting a vehicle air suspension. Even after we told the manager it needed to be. Then manager admitted to fact that the tech had not done this. The company has not returned any calls and each time I have called an automated voicemail picks up to leave a message, which I have multiple times and I still have yet to have a person from Monro ever tell me status or what they are going to do to resolve this, except to say it was sent to their insurance and no person from the insurance company has ever called or returned messages. I am not satisfied with this company answering by passing the responsibility on to yet another dept rather than someone finding out and telling what the status or resolution is to them damaging my vehicle.

Regards,

****** **********
Business Response
Date: 07/07/2025
This letter is in response to the complaint from ****** **********, #********.            We here at
Guest Services are no longer able to assist Ms. ********** directly. She will
need to contact the ********* agent handling her case. As with our previous
response, I have included the agent’s contact information below for her
convenience.            The contact
information for the ********* Agent that will be handling Ms. **********’s case
is ****** at ###-###-#### and the claim number to reference when calling is *******.Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:06/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Saturday, May 17, 2025, I took my car to Monro Muffler to diagnose why I lost power steering in my SUV. I was told they needed to order parts so I had to pay the full estimate in advance. I was told they would have the parts Monday, May 19. I dropped off my SUV at 9am Tuesday, May 20. Projected time for completion of the repairs was Thursday, May 22. I called Wednesday, May 21 at 1pm to check on the progress. John F***, the man I had met on Saturday as the mechanic that would be doing the work on my car, answered my call. He had not started work on my car. John did not know when the work would be done. He got very angry with my questions. He told me to come pick up my car and hung up on me. I tried to call back 2 times and no one answered the phone. I picked up my car just before 2pm May 21. John gave me a receipt with a handwritten note promising me a full refund. I waited 2 weeks. No refund. I stopped into the location and talked to Les. He made a copy of my receipt with John's note and said he would give it to Dan, the regional manager. I waited 2 weeks. No refund. I called and talked to George. George said he would submit the request. I waited a week. No refund. I called again. George said he would give my phone number to Dan, the regional manager. George said Dan does not have an office phone number. He only uses his personal cell phone number so I was not allowed to call Dan directly. Dan did not contact me. I called the corporate phone number listed on the Monro Muffler wedsite 4 times. I waited on hold for so long, the call droped. John promised me on May 21 that $1,188.17 would be refunded to my card and I would recieve a check for the $1,400 I paid in cash. I uploaded a photograph of the receipt with John's handwritten note. A prompt when you call that store location says all calls are recorded if someone wants to find the call where John told me to pick up my car. That call was placed May 21, 2025 around 1:02pm.
Business Response
Date: 07/01/2025
This letter is in response to the complaint from ****** ******, #********. I have read
Ms. ******’s complaint, and we do have the refund request that was provided
from the store for the $2,588.17 for work that was not performed on her
vehicle. Due to the amount of the request
the need for the director of guest services to sign off on the refund was
necessary on top of the two traveling managers that oversee that location. Now that
the appropriate approvals have been made the two refunds are being
processed. The $1,188.17 that was paid
on a ********** is being processed out of our corporate office as of today and can
take 3-5 business days to reflect to the card.
As for the $1400 that was paid by cash this is being refunded in our
check batch for this week and the checks are sent out via USPS on Monday’s we
do as 10-14 days for the check to be delivered.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 07/01/2025
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, as long as both refunds show within the reported time frame.

Regards,

****** ******
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my truck into tire choice because they are an authorized ******* dealer. With the tires having less than 18000 miles on them the vehicle was shaking at high speeds so I figured there was an issue with the tires themselves. Upon inspection, the rep told me the tires must be balanced. I allowed this to happen. He then told me the tires were defective and took videos. He said I need to buy new tires. I said there is a warranty and the rep said he will file a claim. A week later the rep said he was getting nowhere and would sell me tires at a discount to make up for this. The discounted price was more than I was quoted elsewhere so I was not getting a discount. Finally he matched the price I got elsewhere under the condition that he will file a claim and he agreed. A week later, the vehicle was doing the same issue so I took it to the dealer because I thought maybe something else was wrong. The vehicle still has factory warranty. The dealership said they did a load force balance and now the vehicle drives perfectly, although it cost me an additional $250. So now I’m out $2000 and cannot get the help promised with my warranty. Today I called, over a month after getting the new tires, and a claim has not been filed yet. I’m certain if a tire shop would have diagnosed this properly and force balanced the tires to begin with, the original tires would have been fine. Instead I was baited into buying new ones which were improperly installed. I feel tire choice should step up and assist with the claim or reimburse for the cost of 2 tires since there were 2 they declared as bad and the cost of the force balancing which I have the receipt for.
Business Response
Date: 06/27/2025
This letter is in response to the complaint from ***** ******, #********. I would ask
that Mr. ****** please provide the documentation from where he had to have the
road force balance done on the tires along with the invoice of the original
purchase of the tires and the location of our Tire Choice location that replaced
the tires that should have been under warranty with ******* and we can review
the documentation at that time to see how we can assist with this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sir/Ma'am. 6/1/25 I brought my 2015 ****** ********** in because A/C was not working. It had already been checked in Coudersport. Monro repeated leak test with the same finding-compressor not working ($278). 6/7/25 I brought it in for the compressor replacement which cost $1679.39 (I believe the estimated work time was less than what it actually took). Three days later noticed a new repetitive popping noise started. Called Monro while driving on highway to get it looked at. Right after that call, car overheated. Since, I had my young daughter with me, I had to get it towed to Olean from Port Allegany and have someone pick us up. The next day I was informed that it would be another $631.01 to get the car fixed. I really like the mechanics that work there. However, I can't rectify the temporal relation between having this AC fixed and then it immediately having this second issue. It was explained that most of the right side of the engine had to come off to change the compressor. It was this area where the belt broke or came off. I believe that this was either caused by the AC repair or should have been check and noticed. At that point I had paid about $2100. I am not complaining about the staff there, I have been a loyal and consistent customer over the last five years and don't want to make anyone angry or bitter towards me, but I do feel that the $631 should be refunded.
Business Response
Date: 06/30/2025
This letter is in response to the complaint from ****** ****,
#********. I have
reviewed the invoices, and the complaint Mr. **** has brought to our attention,
and We agree that the shop should not have charged for the replacement of the
serpentine belt and tensioner after we had just touched the vehicle 7 days
prior. I am refunding Mr. **** for the
$631.01 that was charged on June 14, 2025.
This will be refunded back to the **** card that Mr. **** paid with on
July 1, 2025, and it should reflect to the card within 3-5 business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/30/2025
Thanks you.I really appreciate this. ****** ****
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 16th 2025, I took my 2012 *** ****** to Mr. Tire at 3726 Franklin Road in Roanoke, VA to replace the right rear tire. A prior inspection at a different shop two days earlier indicated that the only issue preventing my car from passing the Virginia State Inspection was that single worn tire. The door and all other systems were functioning normally at that time.

Mr. Tire replaced the tire successfully, but then informed me that the vehicle would not pass inspection because the driver’s door does not close all the way. I was surprised, as the door has always closed and locked properly, it only made a noise when opening or closing, which I disclosed and have dealt with for the past three years without any issues.

I parked the car myself at Mr. Tire, and it was fully operational when they moved it into the service area. After their work, the door became misaligned or damaged to the point that it no longer closes properly, making the vehicle undrivable and unsafe.

I believe this damage occurred while the vehicle was in their possession, and it has significantly impacted my ability to travel to work and school. I filed a complaint with Monro (case #******) but have not received a resolution after nearly a week. I am a healthcare student and rely on my vehicle for urgent travel, including clinical responsibilities. This situation is causing financial and professional strain.
Business Response
Date: 06/26/2025
This letter is in response to the complaint from ***** **********,
#********. We
apologize that ***** has been going through this ordeal. The guest service agent that the guest spoke
with sent the case over to our risk management department for this matter to be
investigated fully. The case has been
handed over to our insurance company ********* and they should be in contact
with the guest as soon as possible. The
claim number when calling ********* to be referenced is ******* and the
representative is ****, she can be reached at ###-###-####.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:06/21/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/03/2025 a purchase was made for 4 new tires on a buy 1 get 1 free promotion. We purchased 4 ***** ***** tires and I was assured that the promotion would be applied. When the tires were installed, the full price of all 4 tires was applied to my account. I called several times and was told have to speak to Mr. P****, who originally sold me the tires. I finally reached Mr. P**** and he understood and said forwarded the issue to his general manager. I followed up a couple weeks later and was advised to send an email, which I did on 06/03/2025. In addition, they charged an additional $81.69 that was not listed on the offer. I have still not heard a response and followed up on the mail. I checked my account and have not received a credit. I am requesting the sale price be honored and the mounting of the 2 tires credited for my time and effort.
Business Response
Date: 06/26/2025
This letter is in response to the complaint from *********** *******, #********.            We apologize
in the delay of the refund being processed the Location you had the services
done did provide us with a request for the refund however we had not received
approvals from the district manager and the zone manager to proceed with the
vehicle.   I have since received said
approvals and the refund was processed out of our office on June 24, 2025, back
to the Drive Card Mr. ******* paid with.
This process can take 3-5 business days to reflect to the drive card.            We also would
like to extend an apology that the sale price was not provided at the time of
checking out.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/26/2025
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
Date:06/21/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/1/2025 I purchased a set of 4 ****** tires from the Hudson NH Tire Warehouse location (a Monro company). The price of these tires, installed, was $780. While these tires were being installed, I noticed the company's advertisement for a price match policy, which specifically stated "We'll beat any price you bring in, or your tires are free." I then noticed another sign specifically naming local competitors, along with their phone numbers, encouraging customers to call those businesses in order to obtain quotes as part of their price match policy. This signage specifically mentioned ***** ****, which I managed to obtain a quote from (in itemized email format) for the same tires at a price of $120.88 per tire. This is approximately $80 less per tire.

I showed this quote to the associate, who responded "I don't think I can go that low" and would not honor the price match policy. I contacted Monro's corporate customer service the next day and quickly opened a case (#******), as their price match policy specifically states that the offer is valid for 30 days from the day of purchase. I was told it would take a number of days for the request to be reviewed. I heard nothing for nearly the entire week until I called again and was told it was being processed. Following up again, I couldn't even get in touch with a customer service agent without the call failing on their end, so I submitted an inquiry using their online form.

The Hudson NH location then called me indicating that corporate had reached out to them to process the price match, and that I should come in with a printed copy, which I obliged. The location informed me that they submitted the price match to corporate on 6/13/35, and has since told me that there's nothing else they can do on their end. It has now been another week (almost 3 full weeks into the process) and I have not yet seen the amount credited to my account.
Business Response
Date: 06/26/2025
This letter is in response to the complaint from Ryan
********, #********. We sincerely apologize for
the inconvenience you experienced regarding the price match guarantee at the
location where you had your tires installed.After reviewing the documentation you provided,
our records show that you were charged $599.97 for a set of four tires, which
included a promotional offer of buy three, get
one free. The quote you submitted from ***** **** reflects a total of
$483.52 for the same set of tires, with an additional $80 for installation.The total difference between the price you paid
with us—including tires and installation—and the total cost at ***** **** is $180.41. In accordance with our price
match guarantee, we are prepared to offer this amount as an adjustment.Please let us know how you would like to
proceed with receiving this adjustment.Thank you for bringing this to our attention.
We appreciate your business and the opportunity to resolve this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 07/01/2025
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.
Monro claims I was charged $599.97 for the tire purchase, excluding labor, and that they are only obligated to price match the “items on the outside invoice.” However, I was charged $780.00 total, as confirmed by my ******** ******* transaction (which includes all associated services rendered), and that is the only amount that matters when assessing the legitimacy of their advertised 30-Day Price Match Guarantee.The ***** **** quote I provided was a full, itemized, all-in quote of $563.52, covering the exact same tires and installation. There is no dispute as to whether the quote was real or applicable—***** **** was even listed as a local competitor in-store. Monro is now attempting to retroactively apply arbitrary and undisclosed exclusions, such as valve stems, road hazard, and tire recycling fees, none of which were listed on their signage or disclosed in their policy at the time of sale.Most importantly, the in-store signage in question stated clearly and unambiguously:"We'll beat any price you bring in, or your tires are free."There was no disclaimer about exclusions for installation, valve stems, or tire disposal fees. There was no mention that this guarantee would be nullified by the use of a Buy 3 Get 1 promotion. These limitations were introduced after I requested the price match and are being used in bad faith to avoid honoring the commitment made to me as a consumer.As such, Monro’s current offer of $180.41 is not reflective of the actual price difference and does not constitute a good-faith effort to resolve this complaint. The real and verifiable difference between my $780 charge and the $563.52 ***** **** quote is $216.48.If this matter is not resolved with a full refund for the correct price difference within 48 hours, I will be proceeding with a chargeback through ******** ******* for the disputed amount.Additionally, I am preparing a formal complaint with the New Hampshire Consumer Protection Bureau, as I believe the signage used by Monro and Tire Warehouse constitutes deceptive advertising under state law. Posting bold claims such as “we’ll beat any price you bring in” without disclosing exclusions or limitations is a direct violation of consumer protection expectations.I have acted in good faith and attempted every possible resolution before resorting to these actions. Monro’s refusal to honor their clearly advertised policy leaves me no alternative.Regards,**** ********
Business Response
Date: 07/01/2025
This letter is in response to the complaint from **** ********, #********. Mr. ******** has expressed
concern that we are unwilling to honor our price match policy; however, that is
exactly what we are doing. Our price match policy requires a true
“apples-to-apples” comparison. The estimate Mr. ******** provided reflects only
the cost of the tires and installation—no additional services are included on
the estimate.Mr. ******** is welcome to proceed as he feels
appropriate. However, I will respond to any further complaints in the same
manner as I have addressed this BBB complaint. Our offer of $180.41 represents
the price match difference that we are willing to provide in accordance with
our policy.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MY NAME IS ****** ******* I WALKED INTO MR TIRES ON 3/25/25 AT 9:53 AM.I ****** ******* HAVE A 2019 ******* *** RESERVE 2.3 LD.I WAS GOING TO GET MY ******* *** RESERVE FULLY SERVICE MAINTENANCE.I ****** ******* GOT A FULL TUNE UP, BRAKES AND ROTORS,OIL CHANGE,WHICH THEY MESSED UP.THEY GAVE REGULAR OIL INSTEAD OF SYNTHETIC OIL.THEN A TUN UP.THEY BROKE COIL TO THE SPARK PLUG.THE SCEW IT TOO TIGHT IT BROKE.THEY GAVE ME A NEW,BUT IT WAS THE WRONG ONE AND THE WRONG NAME TO THE PART.IT WASN'T A **** PART.I SPOKE TO NINE DIFFERENCE SENIOR SERVICE MANAGERS.AND THE ALL SAID THE SAME.ITS FROM SERVICEING A TUNE UP..NOW THEY LIED AND CONTRADICTED THEM SELFS BY TELLING THAT THEY CALLED UP THE ******* CORPORATE AND SPOKE TO THEM AND THEY SAID THAT THEY GAVE THEM THE CODES TO MY CAR AND SAID THAT MY CAR CODES SHOW THAT MY ******* *** WAS MISFIRING BEFORE I GOT THE SERVICE TUNE UP,OR BEFORE I EVEN WALK INTO MR TIRES,SO I ASK CHRIS HE COULDN'T TELL ME.I ASK HIM THE NUMBER.HE COULDN'T TELL,HE SAID SOMEONE AT ***** GAVE HIM THE NUMBER.SO I CALLED **** THEY SAID THAT ,THAT NOT TRUE, BECAUSE YOU WOULD HAVE TO BE A **** DEALER SHIP,AND ONLY A **** DEALER.SO THAT A FLAT OUT LIE.
Business Response
Date: 06/19/2025
This letter is in response to the complaint from ****** *******, #********.            Mr. *******
has reached out to our guest services department regarding his complaint and at
that time he also is alleging that our location caused damage to his
vehicle.   Due to the alleged damage the
matter does need to be investigated by our claims department and there is
nothing further guest services can do regarding this matter until our insurance
company has had a chance to determine liability on the case.            The contact
information for the ********* Agent that will be handling Mr. *******’s case is
**** at ###-###-#### and the claim number to reference when calling is
*******.Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:06/17/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Monroe / Mr. Tire
Was preferred installer of tires that I purchased for *************.
1 - Mr. Tire could not find my tires - I received delivery confirmation from FedEx. I received ************ confirmation email to contact installer to set an appointment.
2. ************* opened a investigation/ claim with ***** in order to locate the tires.
3. After 10 days ********* via ***** indicated the tires had been delivered on June 1, 2025
4. Took me 3 attempts to get the installation completed
6/12/2025 - something to do with how the tires were when Mr. Tire received
6/13/2025 - rescheduled appointment was canceled. Tech was sick.
6/14/2025 - tires installed had to return to store because of clicking sound. Balance magnets needed to be moved or replace

I contacted ************* to request a refund of my install fee (123.96). ************* directed me to Monroe / Mr. Tire compensation team. I called the people were rude, dismissive and hung up on me serial times.

I was offered a $20 future service coupon from Mr. Tire. Not acceptable.
Business Response
Date: 06/19/2025
This letter is in response to the complaint from ****** ***,
#********.We apologize for the experience Mr. *** had at our
Dunkirk location. However, our records do not show an invoice indicating that
Mr. *** personally paid for the installation of his tires. **** ***** holds a
corporate account with our company and is responsible for covering the cost of
tire installations, with customers paying **** ***** directly.As previously offered
by the representative handling Mr. ***’s case, we are able to provide a service
certificate for use toward a future service. We hope this gesture demonstrates
our commitment to customer satisfaction.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/20/2025
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.
A $20 service voucher is of no value to me. I have no intentions of doing business with Monroe or Mr. Tire ever again. The company want to shift blame or responsibility when in fact all of the artifacts and statements provided clearly put responsibility on them (Monroe / Mr.Tire). They do not have to refund me directly, they can refund the "agent" paid them. I will not rest. I will not relent. I will not settle.

Regards,

****** ***
Business Response
Date: 06/23/2025
This letter is in response to the complaint from ****** ***,
#********.We cannot offer a refund to a customer that has not
paid our company directly for a service Mr. *** would need to bring his
complaint forward to **** ***** who he has paid for the service.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Monro, Inc. is NOT a BBB Accredited Business.