Complaints

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

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• 

  Monro, Inc.

  295 Woodcliff Lane Fairport, NY 14450

• 

  Monro, Inc.

  10 Saratoga Rd. Glenville, NY 12302

• 

  Monro, Inc.

  1550 Central Ave Albany, NY 12205-5049

• 

  Monro, Inc.

  5598 Camp Rd Hamburg, NY 14075

• 

  Monro, Inc.

  3240 Chili Ave. Rochester, NY 14624

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:04/01/2025

  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.

  I dropped my vehicle at Car-X store at 601 E University Ave for service on 02/19/2025. The store staff drove my vehicle and hit another vehicle, leaving body damage and trunk dislocation.
  I approached store manager, store front desk, Monro customer service (Monro Inc which owns the Car-X store), and I do not get any resolution as of 03/16/2025 despite multiple email request.

  Business Response

  Date: 04/03/2025

  This letter is in response to the complaint from ******** ****, #********.            We apologize
  that this incident occurred at our location when the guest’s vehicle was in for
  service.   I spoke with our claims
  department who handles all damage claims to vehicles and the case has been handed
  over to our insurance company ********* for them to perform a thorough investigation
  into this matter and determine liability. 
  They would be the ones the guest would need to speak to at this time
  regarding any updates with their case.  The
  case number to reference when calling ********* is going to be ******* and the
  representative to speak to is ******* she can be reached at ###-###-####.  There would be no further
  action we can take here at guest services until the matter has been resolved
  with the insurance company.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/28/2025

  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 called at 2:15pm on Friday to get breaks all 4 break pads. I was told that I would get ceramic pads for $179 per axle. I dropped off my car at 2:50 and was told to put my name and number on a piece of paper and he would call me when it’s done. 2 hours later I went back in the store and spoke to Stanley the manager again and now he tells me he didn’t have my break pads he ordered them and will now put them on. Another hour passed and the mechanic tells me they ordered the wrong size he will drive to get them. I came back and DID NOT GET CERAMIC PADS THEY ARE SILVER. I left at 5:40 Stanley is a liar. He lies to get the customer in and violated my consumer rights by not telling me they didn’t have ceramic pads or ANY PADS FOR MY CAR. I was forced to wait 4 hours for break pads. I have stage 4 cancer just had treatment and had to WAIT 4 hours and STAND UP AND WALK FOR 4 HOUR IN STAGE 4 CANCER IN MY SPINE

  Business Response

  Date: 04/03/2025

  This letter is in response to the complaint from ****** *******, #********.            We
  apologize Mr. ******* did not understand the way that our invoices write out
  the brake packages that we offer.  The
  brakes that were installed on to the vehicle are not silver as in the
  metal.  The brake pads are a ceramic
  brake pad.  The name of the package that
  ****** has purchased is the silver package. 
  We would not be processing a refund for the cost of the brakes.  If there is a concern with the brake service
  that has been performed on the vehicle there is a limited lifetime warranty
  that the package comes with, and the guest is more than welcome to bring the
  vehicle to anyone of our 1200+ locations to have the brakes checked.            I have also
  included the breakdown as an attachment of our brake packages and their names.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 04/11/2025

  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.
    I want a full Refund for violating my consumer rights.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/28/2025

  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.

  the order was cancelled on December 18th, 2024. Tire choice has still not confirmed the refund with the loan company *********** or *********** as they have been trying to charge my account weekly. Phil has refused to assist me on this further and tire choice corporate states it takes 45-90 days and it has been well over that timeline.

  Business Response

  Date: 04/18/2025

  This letter is in response to the complaint from ******** ********,
  #********.            We
  apologize in the delay of the refund for Mr. ***** ****** in the amount of
  $680.31 to the *** ******** account for services that did not fix the vehicle.  I have received approval to process this refund,
  and it will be sent to *** ******** on Monday April 21, 2025.  It can take up to 5 business days for this to
  reflect to *** ******** and we would suggest that the guest reach out to ** ******** for further information on the refund of the full amount of the
  invoice.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/27/2025

  Type:Product 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 brought vehicle in for severe shacking while driving and I went in to have looked at to find the cause. Mechanic looked at it and said it was fine and good to drive the only issues they gave were 2 engine codes that was unrelated to my problem. 3 days later the part that was causing the shaking broke while I was driving it. I took it somewhere else to have looked at for what broke and my wheel bearing broke. So I had an outside repair shop fix the issue because the Mechanic at monroe Misdiagnosed my problem which is why I went elsewhere. I have called corporate and they were working with me to issue some type of refund for there fault or some kind of service discount and now they don't want to do anything which is why I am contacting you. I could have been seriously injured had my wheel locked up or fell off while I was driving when the problem broke. Since getting fixed I have no more shaking

  Business Response

  Date: 03/31/2025

  This letter is in response to the complaint from **** *******, #********.            I have
  reviewed the case from when Mr. ******* called out guest services department
  and our store did not charge Mr. ******* for the diagnostic that they did on
  the check engine light they recommended services such as the O2 sensor and
  noted that the check engine light was on with a Cylinder 4 misfire.  The location did not lift the vehicle and do
  a thorough look over the vehicle’s other components.  Mr. ******* is asking that we pay for the
  work that was needed on the vehicle that he took elsewhere to have repaired.  We would not be refunding for the wheel
  bearing that the vehicle clearly needed to have replaced.  We apologize that our location did not find
  the wheel bearing issue when it was in for service however this would not have
  been found due to the vehicle not being put on the lift. Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:03/27/2025

  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.

  Purchased a set of tires on March 10, 2025. On March 16, 2025 I noticed 2 knots on the two tires on the passenger side. Immediately notified Mr. tire buy a phone call and was instructed to bring the vehicle by at my earliest convenience. On March 25 at 7:34 I was at the Newton service center speaking with James and he stated to me that they did have two tires in the store and tobring the vehicle by the next day and he would “ make it right”. On March 26 around 1:15 PM, I took the vehicle back to the service center. I was immediately greeted and notified by another guy that said he was a manager that I would have to pay between 160 and $180 to have these two tires replaced for the installation and a road hazard coverage.This issue has nothing to do with road hazard but are obviously defective and they are refusing to make it right and give me two tires to replace the two bad ones unless I pay more money. Please advise.

  Business Response

  Date: 03/27/2025

  This letter is in response to the complaint from ******* ******, #********.            Ms. ******
  contacted our guest services department regarding her complaint however due to
  Ms. ****** not purchasing the road hazard protection on her tires the store manager
  was trying to assist her by selling the guest the road hazard warranty for all
  of her tires and the guest would only have to pay for the protection for the
  tires the install cost of the tire and the shop supply fee and tax however the guest
  refused this offer.   The store informed
  us that the tire had two bubbles on the side of it which are caused by an
  impact of some kind, and this would be covered under the road hazard warranty
  had the guest accepted this warranty for her tires.   There would be nothing further we can offer
  the guest other than the deal the store manager offered to replace the tire and
  charge for the road hazard warranty on her tires.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/27/2025

  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. This was in fact NOT caused by any kind of impact. This is obviously a defect in the tires. I do not agree with paying any shop or install fees that I have already paid for. I was told by James that they had two tires to replace me with in the store and would “make it right” with me. He did NOT mention any kind of fees that would be associated. If they cannot replace the two tires then I request to get the two that were originally taken off my vehicle returned to me and if they are going to give me two tires the I will take those as well and have them installed somewhere else. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 04/03/2025

  This letter is in response to the complaint from ******* ******, #********.            There would
  be no other offer given regarding this matter.  
  We stand behind our shop when they are letting us know that this is not
  a matter of a manufacture defect in the tire.  
  Ms. ****** declined the road hazard with her original purchase of the
  tires there would be nothing further we can do in this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/26/2025

  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 went to Mr tire on Sunday march 23 to get a bad tire switched out for a patched tire that I had brought with me mind you I waited 2 hours just to get this done. When they were done the guy working the counter I did not get his name and so the only way to describe him is a heavy set guy with glasses. He told me that the boy who lifted my ******** ******** platinum ESV somehow broke my power running boards & told me the store manager was not in that day becuz he was trying to give him a break & to take my truck to a dealership and get an estimate and they would take care of it. He said because they didn't want to mess with it. Yet they are mecanics there. But obviously knew that this is something only a dealership can fix correctly. Becuz if that wasn't the case they would of had me come back into them and fix my power running boards that they broke themselves. So the very next day i take my suv into ****** ******** dealership service center in alliance ohio. And had them check it out and contact Paul R***** who is district manager which Mr tire heavy set guy have me his card and the store managers card. When Paul R***** was contacted he acted as if he didn't know anything about this although heavy set guy told me he had contacted both and told them what had happened. ****** service center tells Paul R***** district manager of Mr tire and plenty of other tire shops in the area the estimate to fix my vehicle and he did not want to pay for damage to my vehicle that his Mr tire store caused on top off. This Paul R***** was very nasty over the phone with Josh S****** from ****** automotive sales & service center he was very un proffesional about the issue and has yet to fix my vehicle for the damage that his store Mr tire has cuased to my vehicle. I have to had a string to hold my power running boards on becuz I am scared they are going to fall off. They are power running boards and are damaged now due to Mr tire un experienced worker lifting my vehicle incorrectly.

  Business Response

  Date: 03/27/2025

  This letter is in response to the complaint from **** *******, #********.             I have tried to do a global search for Ms. *******
  services she is alleging were done at one of our Mr. Tire locations however I
  am unable to find an invoice for services. 
  Ms. ******* does not specify which location she had services done
  therefore I was unable to narrow down the search.  If Ms. ******* is alleging that damages where
  caused to her vehicle while it was in for service, we would ask that she reach
  out to our guest services department at ###-###-#### option 6 for a claim to
  be documented about the alleged damages and we can get our insurance company involved
  in the investigation of this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/31/2025

  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.
  
  
  They say I haven't provided which location but when I started the complaint it asked me which which location and I clicked on the one. Also I provided already an attachment with the business cards with address that the heavy set guy gave to me after the incident happened. 5065 Fulton Rd. Canton,OH 44718  Mr. TIRE AUTO SERVICE CENTER There it is again. Also it says that there is no record or invoice. Exactly they didn't give me one because he said that he wasn't even able to charge me for my tire change because of what just happened he said. How could he charge me something that probably only was going to cost me 30 or 40 bucks after the guy in the garage lifted my truck wrong breaking my power running boards. Once you break one the whole entire running board system doesnt work. Causing thousands of dollars of damage to my vehicle.  I have already explained everything that had happened the day I went there. This was my first time ever going to this tire place and definitely is my last after being caused damages to my vehicle just from lifting it up to change a tire due to having an unexperienced worker in the garage on a Sunday. I want this place to pay for the damages they made to my vehicle to ******** dealership at ****** automotive sales and service center  after they told me to go to a ******** dealership to get an estimate because they didn't want to mess with it. Or they can fix it themselves but to working condition. Not second hand parts or half ass work. I didn't bring my vehicle into this place to get my tire changed damaged and shouldn't have to be wasting weeks of my time just to get them to fix damages they cuased to my vehicle.  
  Regards,
  
  **** *******

  Business Response

  Date: 04/03/2025

  This letter is in response to the complaint from **** *******, #********.            We
  apologize that this incident occurred at our location when the guest’s vehicle
  was in for service.   I spoke with our
  claims department who handles all damage claims to vehicles and the case has
  been handed over to our insurance company ********* for them to perform a
  thorough investigation into this matter and determine liability.  They would be the ones the guest would need
  to speak to at this time regarding any updates with their case.  The case number to reference when calling
  ********* is going to be ******* and the representative to speak to is ******* he
  can be reached at ###-###-####.  There
  would be no further action we can take here at guest services until the matter
  has been resolved with the insurance company.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/26/2025

  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.

  I am reaching out to bring to your attention an unresolved customer concern that I have been dealing with for the past few months with little to no progress toward a resolution.
  
  On Saturday, February 1, 2025, I had an appointment at the Monro store located at 10551 Perry Hwy, Wexford, PA 15090, for my 2011 ****** ******. I was informed by an associate that my vehicle required a muffler replacement. Since the part was not available in-store, I was asked to pay a $200 deposit, which I did. I was assured that the part would arrive by Monday afternoon, April 3, 2025, and that the repair would take only a couple of hours.
  
  Following the discussion, I confirmed my plan to drop off my car on Sunday night using the key drop-off box, expecting to receive a call once the repair was completed on Monday. However, when I called the shop at 4:30 PM on Monday, I was informed that the part had not arrived as expected and would be in the following day. As I could not leave my vehicle for an additional day, I had to cancel the service and requested a refund of my $200 deposit. The associate agreed to process the refund and assured me that my car keys would be placed inside the locked vehicle, as I had a spare key to retrieve it after hours.
  
  Upon arriving to pick up my car that evening, I discovered that my keys had not been placed inside as instructed. While I was able to leave with my spare key, the shop remains in possession of my original set. Additionally, despite multiple follow-up calls, my $200 refund has not been processed. Each time I contact the shop, I am told that the associate on duty is new and that no manager is available to address the issue.
  
  As of today, March 26, 2025, I am still awaiting both my refund and the return of my keys. I would appreciate immediate assistance in resolving this matter. Please let me know how we can move forward to ensure a prompt resolution.
  
  Thank you for your time and attention to this issue. I look forward to your response.

  Business Response

  Date: 04/03/2025

  This letter is in response to the complaint from ***** *******, #********.            We
  apologize for the delay in the refund of the $200 deposit being refunded to Ms.
  ******* however I will confirm that the refund of the deposit was processed
  through our accounting department as of April 1, 2025 and the refund should be
  reflected on the **** card the deposit was paid with within 3-5 business days
  of the first.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/24/2025

  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.

  Subject: Complaint Regarding Damaged Wheel Lock Key and Unfulfilled Responsibility
  
  To Whom It May Concern,
  
  I am writing to file a formal complaint against Monro Auto Service and Tire Centers, regarding a highly unprofessional and unresolved incident that occurred during a vehicle service at their location.
  
  Several weeks ago, I took my vehicle—a ********-****—to Monro for routine service. During the service, a technician at Monro damaged my wheel lock key, rendering it unusable. Upon discovering this, the staff acknowledged responsibility and instructed me to visit the local ********-**** dealership to order a replacement part, stating that they would coordinate with the dealership and handle the cost.
  
  I followed their instructions and went to the dealership promptly. After waiting over two weeks with no update from Monro, I returned to inquire about the status. To my surprise, I was told by Monro that:
  • They had attempted to contact me “multiple times” (which is not true, as I have no missed calls or voicemails from them).
  • The dealership never contacted them (which contradicts what they originally claimed they would arrange).
  • And due to the passage of time, they are no longer willing to resolve the issue.
  
  This is completely unacceptable. The damage was caused by Monro’s staff, and I have acted in good faith by complying with their instructions. Now, they are attempting to avoid responsibility based on excuses that do not match the facts.
  
  I am requesting that Monro:
  1. Acknowledge their responsibility in damaging my wheel lock key.
  2. Reimburse or directly cover the cost of the replacement part from the dealership.
  3. Provide a written explanation for their delay and refusal to follow through.
  
  If no satisfactory resolution is reached, I will consider pursuing further action, including sharing this experience publicly and exploring small claims court.

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from **** *****,
  #********.            The guest
  has not reached out to our guest services department regarding the matter of
  the broken lug nut on the vehicle, so it is unclear as to why the guest is
  hostile toward the corporate office when we were not made aware of this
  matter.  Unfortunately, I am unable to
  resolve this matter quickly due to all the proof that the lug nut was replaced elsewhere
  has not been provided.  If the guest could
  please provide a copy of the paid invoice where the lug nut that was allegedly
  broken by our shop was fixed, we will be able to review that documentation in
  full and come to a resolution in a timely fashion.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 04/14/2025

  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.I have attached a signed parts invoice from ********-**** of State College for a lockable wheel bolt, totaling $111.30. This part directly corresponds to the damage Monro caused to my vehicle’s wheel lock and lug nut.No further repairs are required—this invoice fully covers the replacement of the damaged parts. I respectfully request reimbursement for this amount.Thank you for your time and assistance.
  Regards,
  
  **** *****

  Business Response

  Date: 04/18/2025

  This letter is in response to the complaint from **** *****,
  #23108194.            Thank you
  for providing the documentation for the replacement parts from the ********
  dealership.   I am processing a refund
  for the cost you occurred from the dealership as a check.  The refund will be processed in our batch
  dated April 26, 2025 and the bank will send the check out on the following Monday
  to the address that has been provided here with the BBB.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/21/2025

  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 Monday, March 10, 2025 my 2011 ******* was towed to the named business because there was a sound coming from the back tire and some concerning movement from the rear of the vehicle. I pulled over as soon as I heard the sound and experienced the concerning movement. I was two hours from home and had to use this business because they said they could look at the vehicle that morning which I hoped would get me home sooner. The named business claimed 19 repairs would need to be made which they said would cost $5,343. I did not trust them because the vehicle has been running fine. So, I paid $357.00 to have the vehicle towed to the mechanic I use where I live about 2 hours away. I had to pay them a $107.00 diagnostic fee and I had to pay $293.00 for a rental car. Once my mechanic received the vehicle, he looked at everything they stated needed to be repaired and said there was no damage to ANY OF IT except for the tie rod which he replaced. So, the named business tried to scam me out of $5,000.00 likely because they saw that I was a women stranded away from home. It is absolutely deplorable they would try to steal so much money from a person in need. I would like them to reimburse me the $357.00 towing fee and the $293.00 rental fee; fees that I would not have incurred had they been honest to begin with. Also, I would like the $107.00 diagnostic fee reimbursed because it was not accurate at all. I can provide pictures and any other evidence needed to prove that the the parts they claimed need to be repaired to get me back on the road did not actually need to be repaired.

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from ****** *********, #********.            I have
  reviewed the documentation Ms. ********* has provided and we apologize that she
  feels that the store was trying to take advantage of her when they told her all
  the things that would need to be replaced on the vehicle.  We can refund Ms. ********* for our diagnostic
  however we would not be refunding for the tow bill or the rental bill.  Our shop was willing to fix the vehicle for
  the guest however she declined and made the choice to have the vehicle towed
  elsewhere and to get a rental vehicle these are not costs that we feel our
  company is liable for.             The refund
  for our diagnostic fee of $107.99 will be refunded to the ********** Ms.
  ********* paid with on March 25, 2025, and should reflect to the card within
  3-5 business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/25/2025

  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.
  
  I appreciate the refund of the diagnostic fee. However, I would like an explanation as to why the companies employee(s) tried to get me to pay $5,000 in repairs that did not need to be made to the vehicle. I consider that attempted theft. I can clearly show you that none of the NINETEEN repairs I was told needed to be done were necessary with the exception of the tie rod.  I do believe the company is liable to compensate me for costs I incurred (tow bill and rental fee) due to THEIR dishonesty. Had they just been honest and fixed the tie rod, I would not have had to purchase the tow or the rental car. I would also like to know if there have been any actions taken to prevent the employee(s) from trying to scam future customers?
  
  Regards,
  ****** *********

  Business Response

  Date: 03/27/2025

  This letter is in response to the complaint from ****** *********, #********.            The
  services that the technician recommended for the vehicle were found to need or
  being close to needing repair therefore the technician while doing the courtesy
  inspection of the vehicle noted these concerns with the vehicle.  Ms. ********* declined the services to be
  done.  There is nothing further we would
  be able to offer here at guest services after refunding the diagnostic fee
  which has been done already.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/20/2025

  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 January 22nd, 2025 I entered Monro on Dolson Ave requesting an oil change and tire rotation. A 3 hour wait and they changed the oil, rotated all but 1 tire, damaged a lugnut but replaced it and charged me, and fused a lugnut preventing the tire removal.
  
  I questioned this, was told it's my dealers fault because they tightened the lugnuts too much. Would only give me his supervisors name with no contact, and followed me outside arguing about my desire to lodge a complaint then aggressively threatened me saying "I hope you don't get into an accident."
  
  I immediately contacted Monro to lodge a complaint, had to reach out to people through Linked In due to no return calls. Repaired my vehicle after almost 3 weeks of bouncing from one person to the next with no help. Dealer repaired issue and checked vehicle due to threat, brake light was on, with over $1200 billed. District Manager pushed us to ********* Insurance to rectify then refused to answer any further calls. ********* Insurance states due to Monro policy, they can only cover $100.
  
  No law enforcement was contacted due to the threat but should have been. A lawyer had not been contacted at this point. I am currently partially disabled and can not fight this the way they are forcing me to.
  
  Monro has stopped anwering any calls from me. Please help. Thank you.

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from ***** ******, #********.            Mr. ******
  case is still in the hands of our insurance company ********* and is still considered
  an open case.  There is nothing we can do
  here at guest services or corporate regarding this case.   If Mr. ****** is looking for further
  compensation from *********, he would need to reach out to the agent that is
  handling his case.  ******* ###-###-####
  and the case number to reference will be *******.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/24/2025

  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.As stated in the complaint, ********* Insurance has offered $100 to compensate for $1200 repair and a physical threat to me resulting in an inability to utilize me vehicle for weeks. ********* Insurance advised that "due to Monro's current coverage with *********, we are unable to offer any compensation over $100." I have not accepted this offer.
  
  Regards,
  
  ***** ******