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.

  4731 Onondaga BLVD Syracuse, NY 13219

• 

  Monro, Inc.

  3384 Delaware Ave Kenmore, NY 14217

• 

  Monro, Inc.

  7225 Pittsford Palmyra Rd. Fairport, NY 14450

• 

  Monro, Inc.

  1860 Stone Rd. Rochester, NY 14615

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:03/07/2025

  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 am demanding an immediate resolution regarding the unacceptable service I received at Mountain View Tire & Auto Service in Tustin CA. Below is the timeline of events that clearly outlines the negligence and deception I experienced:
  
  2/8/25 – Took my truck in for expert advice regarding vibration/shattering at 40-60 mph. Without performing any diagnostic inspection, Jeff insisted I needed new tires, despite mine having only 35,000 miles. I trusted your team and paid $1,517.55 for new tires.
  2/15/25 – Returned to speak with Robert, the manager, because the issue persisted. Again, no inspection was done. He took my truck for a reckless "test drive" at 60 mph on a street and claimed the issue might be due to my slow driving habits or a transmission problem. He was too busy to investigate further and told me to take it to a **** dealer.
  2/17/25 – Took my truck to **** Nation dealer for a proper inspection.
  2/18/25 – Picked up my truck from **** Nation and was informed the tires were improperly balanced, NOT a transmission issue.
  2/20/25 – Filed a complaint with Monro and spoke with "CC," but no direct contact for upper management was provided.
  Mountain View Tire @ Auto Service owned by Moro Inc. misdiagnosed my truck, deceived me into an unnecessary $1,517.55 tire purchase, failed to balance my new tires correctly, and refused to return my original tires. Robert later admitted that his team placed the weights incorrectly, causing the continued issue. This is unacceptable.
  
  I am demanding a full refund or the return of my original tires immediately. Multiple attempts have happened ever since and CC, representative of Moro Inc. is only beating around the bush promising a refund that has not happened.

  Business Response

  Date: 03/11/2025

  This letter is in response to the complaint from ****** *******, #********.            We apologize
  ****** was not completely satisfied with the tire service that was performed on
  the vehicle and had to return to the location multiple times to have the tires
  balanced on the vehicle.   We would not
  be willing to refund ****** for the tires that have been installed onto the
  vehicle and now has been driven on.  The
  store has corrected the balance of the tires for the guest.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.  Subject: Response to Monro’s Argument – Complaint #********Date: 3/24/25To Whom It May Concern,Monro’s claim that Mountain View Tire & Auto Service has "corrected" the balance of my tires is ridiculous. If they had truly fixed the problem, I wouldn’t be here, still fuming about it. My truck still rattles, and the fact that I had to go to a dealer—who confirmed the issue was improper balancing by Mountain View Tire & Auto Service—proves their failure. Please see the attached documentation as evidence.I challenge Monro and its representatives to put themselves in my shoes. What would you do if a shop repeatedly failed to fix your vehicle, wasted your time with excuses, and then refused to take responsibility? I expect a real solution—either a full refund or the return of my original tires. If Monro refuses to make this right, I will take further action with the Bureau of Automotive Repair, social media, and other legal avenues. Sincerely,
  Regards,
  
  ****** *******

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from ****** *******, #********.            If Mr. *******
  is stating that the tires are not balanced correctly after coming back to have
  the service redone by our shop, we would like to let him know that the tires
  have a lifetime rotation on the purchase and install of the tires and the
  vehicle can go to any one of our many locations to have that balance redone
  under warranty.  If Mr. ******* does not
  want to return to one of our locations to have the balance redone under warranty,
  we would ask that he provide documentation showing that he had to pay to have
  the balance redone elsewhere and we can review it at that time.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.
  
  Subject: Re: Final Offer for Resolution – Complaint #********To Whom It May Concern,Monro's response is unacceptable. I have already given your shop multiple chances to correct the issue, and each time, you failed to properly balance my tires. Given this repeated failure and poor customer service, I have no confidence in your ability to fix the problem, and I refuse to waste any more of my time returning to another Monro location just to receive the same inadequate service.Since the return of my original tires is not possible, my final offer remains:1. Provide me with a full refund of $1,517.55 for the tires purchase .OR2. Reimburse me in advance for $1,500, covering the cost of balancing my tires every 4,000 miles for the next 50,000 miles, which was included in my original purchase.I will not entertain any further delays or attempts to shift responsibility. If Monro refuses to accept one of these reasonable resolutions, I will escalate my complaint further. This is my final attempt to resolve this matter directly. Additionally, if my truck’s shattering gets worse because of the delay in your resolution, Monro will be legally liable for any accidents or additional repairs directly linked to the shattering and caused by your shop’s inability to fix the issue in the first place.Sincerely, ****** ******* 

• Initial Complaint

  Date:03/06/2025

  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.

  Went in to business to get a diagnostic of an issue with my vehicle. Diagnosis came back and I am unhappy that the company lied to me about issues found with my vehicle to pressure me into a further sale. Company during diagnostic tried to tell me that my oil was low when I just had an oil change not even an hour before I had arrived to the tire choice on my way home. I believe that due to that small lie that came from the diagnostic that this company has lied about other findings from that very same diagnostic. The only reason I even got the diagnostic was because my car failed smog and the smog test concluded only one thing with a thermometer needed fixing. After researching parts for pricing for my exact make and model of car I was quoted an outrageously larger amount that not only doubled the price of parts but more than quadrupled the cost of just the parts not even including the labor.

  Business Response

  Date: 03/11/2025

  This letter is in response to the complaint from ***** **********, #********.            We
  apologize Mr. ********** was not satisfied with the diagnostic service that our
  location performed or the services that they recommended to be done on his
  vehicle.   Mr. ********** has not
  contacted our guest services department to discuss this matter with an
  agent.  I would ask that Mr. **********
  please provide a receipt of what it took to fix the concerns with the smog test
  that his vehicle failed, and I will be able to review the documentation at that
  time to determine if we would be refunding the cost of the diagnostic test we
  charged.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/05/2025

  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 had the absolute worst experience at Tire Choice Auto Solutions. What should have been a simple oil change on Saturday, March 1, turned into a nightmare because of their negligence.
  
  Right after they finished the oil change and courtesy inspection, they told me everything was fine. But literally 2–3 minutes after leaving—before I even got onto the highway—multiple warning lights started flashing on my dashboard. Then, out of nowhere, my car lost the ability to accelerate or brake. I was in complete panic mode, trying to avoid merging traffic, and barely managed to get to the shoulder in time.
  
  I immediately called Tire Choice to report the issue and asked for help, but they flat-out refused to send anyone. They just told me I had to bring the car back even though it wouldn’t move. By the time my car was towed, the shop had already closed, so I had to tow it home, and then back to them the next day, racking up extra costs.
  
  When I brought it back, they ran a diagnostic and found brand-new error codes related to the throttle—problems my car never had before. But instead of taking responsibility or investigating further, they just brushed it off. Again, I was left without answers and had to tow my car back home.
  
  At that point, I was desperate to figure out what was wrong, so I hired a mobile mechanic for a second opinion. And guess what he found? A rubber piece lodged in the throttle valve, preventing it from working properly. This foreign object came from the engine air filter system, which Tire Choice had removed during their courtesy inspection but failed to check the area before putting everything back together—that mistake nearly cost me my life.
  
  Because of their negligence, I’ve had to spend thousands of dollars on:
  
  - Towing fees
  - A new throttle replacement
  - Additional mechanical repairs and labor
  - The emotional trauma of almost experiencing a life-threatening accident

  Business Response

  Date: 03/06/2025

  
  
  This letter is in response to the complaint from ************ ***********, #********.
  
              We
  apologize that the guest did not have a better experience when bringing their
  vehicle into our location for service.  I
  have provided our claims department with the guest’s information and the photos
  and documentation that was provided as well due to this is alleged damage to
  the vehicle it does need to be handled by our claims department.  They will investigate this claim and reach
  out to the guest once they are available to do so.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer Answer

  Date: 03/07/2025

  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.I have made multiple attempts to contact the company—via both phone and email—over the past week, but I have received no meaningful response.Initially, I was assured by the company that emails would be answered within 24-48 hours. However, it has been well past this timeframe, and I have heard nothing from them. The only acknowledgment I received was when I contacted the BBB. I am extremely frustrated, overwhelmed, and feel disrespected by this company’s failure to respond or take care of my concerns.Furthermore, when I called the business, an agent named Jenny confirmed that my email had been received, yet no follow-up was provided. Despite my repeated attempts to communicate, I have been met with complete silence.This lack of customer service and neglect of my vehicle has caused significant distress in my life, and I feel that my trust in this business was misplaced. I hope that with your assistance(BBB), this matter can be resolved, and I can receive the attention and service I deserve.
  
  Regards,
  
  ************ *********** 

• Initial Complaint

  Date:03/03/2025

  Type:Billing 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.

  Had ******* for oil change. Cashier said that they didn't have the oil at the ******* price and it would cost me an additional $46 to get an oil change. This means the $31.99 oil change will now cost me $77.99. I had given my ******* number before he told me about the price increase. I declined Oil change because of the increased price. The store redeemed my ******* for $31.99 And I receive nothing for it. I am out $31.99. They used a Bait and switch tactic then stole my money. Poor business practice. I will let everyone know anout this business and there harmful tactics

  Business Response

  Date: 03/06/2025

  
  
  This letter is in response to the complaint from ******* *******, #********.
  
              We
  apologize Mr. ******* did not have a better experience with one of our
  locations when going in to redeem his oil change voucher from *******.  We unfortunately are unable to process a
  refund for what was paid to ******* for the oil change due to it not being paid
  directly from the guest to us.   What we
  can offer is if the guest can provide a case number from ******* for his
  request on a refund for the oil change, we can have this escalated higher to
  the correct powers that be at ******* for them to provide the refund to the
  guest.  Unfortunately, there is nothing
  at this time we can do until we have a case number to reference with *******.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer Answer

  Date: 03/10/2025

  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 brought my ******* to Monroe. I took them my ******* number. They told me it doesn't cover my oil and there would be an up charge of $48.00.This is a bate and switch scam. I drive a ****** they should have the oil. It bid not say on the ******* that there would be an 48$ up charge. I would like my money back.  My ******* has been marked redeemed and I got nothing for it but lies and wasting my time. I will think long and hard before using ******* again. this is not a good business practice. I want my money back.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:03/02/2025

  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 vehicle to get my oil changed in my 2023 **** ** s line premium plus awd at Tire Choice Auto Service Centers in florence sc on February 22, 2025.
  
  I paid for a oil change, which I never received and the technician accidentally drained my transmission fluid and kept the money in paid to get my oil change.
  
  The technician overfilled my engine and attempted to move my vehicle without transmission fluid, which caused my vehicle transmission light to come on.
  
  I attempted to resolve this issue with Tire choice in florence and agreed to let tow my vehicle to **** or have someone that specializes in Europe vehicles.
  
  The manager at that facility allowed the same tech to performed work on my vehicle without my consent and lied stating they will let certified shop perform the work.
  
  The manager also refused to provide me her district manager information and admit they have not filed this incident with their insurance which happened 9 days ago and they would have to get an approval first.
  
  I asked for a receipt for the money i paid and was told the tech never mentioned nothing about it so there's no way of finding out what type of oil placed in My vehicle.
  
  I was also denied of having my vehicle towed to **** since i explained my vehicle transmission is still under warranty.
  
  2 of there employees admitted that the manager is aware of their technician receiving payment under the table.
  
  The manager is also aware that tech that messed up my vehicle was the one who performed the oil change and picked a shop his friend owns to perform refilling of transmission fluid.
  
  The general manager refused to provide me anything that happened that day.

  Business Response

  Date: 03/04/2025

  This letter is in response to the complaint from ****** *******, #********.            We first
  and foremost would like to extend an apology to Mr. ******* that this has occurred
  during an oil change at our location.   I
  spoke with the location and Mr. *******’s vehicle was received by the Audi
  dealership this morning at 10:15am as I am sure that Mr. ******* knows due to
  him having the app on his phone that tells him where his vehicle is always
  located.   The store has also informed me
  that they did arrange for Mr. ******* to be in a rental vehicle until the
  vehicle can be returned to him from the dealership after this error had
  occurred with the oil and transmission fluid.              The scratch
  to the window tint concern that Mr. ******* has stated we would ask that he
  please provide an estimate of what it will take to repair the scratch, and we
  can review it at that time.  Our location’s
  manager has been in contact with Mr. ******* regarding his vehicle and at this
  time we are awaiting the dealership to do the repair on the vehicle due to
  their schedule at the dealership it is unclear when they will get the vehicle
  into the shop to get it repaired but Mr. ******* will be in a rental we have
  supplied until the vehicle is finished.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/04/2025

  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 manager that help with the towing of my vehicle to the dealership and assisting with the reimbursement of getting my front windows tints fixed.  The shop quoted 499.31 with the exception of not finding any issues with the transmission or motor, due to the incident that occurred at Tire Choice in florence sc. The manager and I messaged each other and he believes paying 499.31 and fixing the tints is good enough and it's not. The photo's attached shows 11 calls i made to the **** dealership because of the manager at the shop (Tire choice) didn't know the correct oil required for my vehicle, so I had to extended breaks and lunch to call or visit the dealership because she claimed she called and wasn't getting help. She didn't know I've been in contact with the dealership since February 25, 2025 and can verify that she never called or ordered any parts from any  **** dealership. The screen shot messages are from me and the manager of that facility (Tire shop), when I requested that I did not want the same tech that messed up my vehicle to service my vehicle; which she agreed and promised. The issue started when I requested a rental for work and she stated that her dm has to approve it and that she didn't receive any response or called back. So I payed for the rental and called back and waited for 4 hours for a response and still the same answer. So I had to call monro customer service, which 30 minutes later I received a call stating my rental situation was taken care of. I also visited that facility over 5 times throughout the week for the receipt of service since I payed the tech to change my oil, which she declined my request. Later that day an employee contacted me and informed me that the tech pocketed the money and that's why there is no receipt and also that she's aware of it. That employee also stated after my call with customer service, that manager allowed the same tech that i did not want  touching my car change the oil again. Which comes off as retaliation and theft at this point. I came back to that shop the next day and request to speak to her district manager, which she declined my request again.  I currently have issues with my heart and was currently seeing a specialist for treatment, which my heat monitor that I just took off is still in the vehicle. I've been doing good for the last 2 week and was instructed by doctor to monitor my stress for the next few weeks. The last 9 days have been so stressful that and draining that I might have to go back to wearing my heart monitor. I'm seeking compensation for emotional stress ( which I'm open to negotiate) without going to court.I refuse to settle for just 499 and tinted windows.This incident caused me to spend time away from work, traveling back forth to columbia (2 hours) for going and coming each trip. Multiple trips to Tire choice for help.I had to spend over $30 just to locate and contact the manager DM, which was given to by an employee that submitted a recording of what really happened to my car after my complaint to guest services. Per that employee, the oil was sucked out and the remaining of the incorrect oil was mixed with the new oil placed in my new vehicle, which is also documented in the recording. I just want to settle this without involving my lawyers and taking more time off work. The general manager at that facility openly admitted that this incident was never filed through their insurance and also shown in the text message.I have everything documented, 3 witness that was present when my vehicle was damaged and recording submitted by an employee that did not wanted to be blame for what really happened before and after my complaint to guest services. Please Advise with a reasonable offer and I will sign any documentation and never speak of this embarrassing moment again. I requested the dealership to perform a diagnosis on my vehicle to make sure the motor has the  correct oil and there's no damages to the transmission, which the same tech was instructed to find a shop that was willing to provide him a pump and scanner to perform service on my transmission, but couldn't so he reference the dealership of his buddy that has the equipment, which is the same shop my vehicle was towed from.Hopefully this gets settled before I receive my vehicle diagnosis.
  Regards,
  
  ****** *******
  
   

  Business Response

  Date: 03/18/2025

  This letter is in response to the complaint from Arthur
  *******, #********.            I have
  reached out to our location and our claims department that was taking care of
  the rental vehicle for the guest and I have been informed that Mr. ******* has
  his vehicle back from the dealership and the rental has been returned to the
  rental company.  We apologize that this
  incident occurred however I have been informed that the dealership corrected
  the concern our location had caused, and Mr. ******* had a vehicle to drive
  while his vehicle was being repaired.  We
  are not able to compensate for lost work hours Mr. ******* is alleging occurred
  while he has a rental vehicle that we have provided, and we also do not
  compensate for emotional distress.  There
  is nothing further we can do here at guest services for the Mr. *******.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:02/27/2025

  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.

  on feb 23rd my car broke down and i dropped it off at monro in rhinebeck. i used to swear by this establishment but the new management has changed that. the new manager there called me and said i had no oil in my car and that he changed it but that there was a deeper issue. i decided to have my car towed to someone else. the new guy at monro was very weird that i was getting it towed as if he has never heard of a second opinion. i was then informed that they DID NOT change my oil or filter like i was charged for. i went back and told them my second opinion said you didn’t do any of this and showed photos and the new guy there was very dismissive and talked down to me. once my second opinion was able to really get into my car he can say with 100% certainty that they did not change my filter OR oil and that i should get my money back. they also cleared the codes on my check engine light but didn’t fix the problem. now nobody can see what it was on for. i am very disappointed with this.

  Business Response

  Date: 03/04/2025

  This letter is in response to the complaint from **** ********** #********.            We
  apologize that Ms. ********* was not completely satisfied with the services
  that she was charged for when she brought her vehicle into the location requesting,
  they check her check engine light on her vehicle.  If Ms. ********* could please provide the
  documentation from the second opinion shop that she had her vehicle towed to and
  I will be able to review this case for a resolution.  I would be unable to offer a refund of our
  services at this time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:02/24/2025

  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.

  Took my car in approximately on 1/28/2025 for my heat to be fixed. I paid $1,865 in total. When getting the car back after a few days of use the heat went out again. The car had to go back again to be “fixed” several times after this. This occurred 5 separate times within one month. With the car not being fixed properly and always back in the shop I had to borrow family members cars, pay for *****, ect to get around. Because of the inconvenience, Don the store manager said he would fix my brakes for free and if the heat did not work he would refund me. When taking my car back up this last time on 2/16/2025 to fix my heat again and brakes for free, I was called on 2/22/2025 to come pick up the car but Don said he didn’t fix the brakes and hung up the phone on me. My sister had to drive me up to the store to pick up my car. When entering the store Don starting yelling and swearing at us. When my sister tired to speak he got up in her face as if he was going to attack her. Another employee had to pull Don away. He continued to yell that he would not fix the brakes or give a refund. Eventually the police had to be involved because of him. The other employee working there stated this happens often with Don. We left that day with no refund, no brakes being done, and potentially no heat working. Not only does there need to be a refund but Don needs to be reprimanded for his behavior.

  Business Response

  Date: 02/25/2025

  This letter is in response to the complaint from ***** ****,
  #********.            I see that
  we did receive a refund request put in by our store for ***** in the full
  amount of the original invoice for service from January 28, 2025.  This was just received today and due to the
  amount of the refund being over $1500 we do need three approvals to stay within
  compliance with SOX.  Once those approvals
  are received, I can process the refund. 
  We do ask for a 72-hour grace period for us to receive all required
  approvals to process this refund.  Once
  the approvals are received the full amount will be refunded to the ******** card ***** paid with and should be visible within 3-5 business days depending
  on the bank.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/01/2025

  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. I have been told by the district manager Bob that i would be getting a refund and i have also been told by the employee who responded to the BBB that i would be getting a refund. I still have not received that refund and this matter will not be resolved until i do. When i talked to the district manager he even gave me his phone number and i reached out to him yesterday with 2 phone calls and a text message about not receiving my refund yet and he did not respond. After everything that has happened, the bare minimum from this company would be a refund. And i also did not receive a response about Don the store manger, which also needs to be addressed and resolved.  
  Regards,
  
  ***** ****
  
   

  Business Response

  Date: 03/11/2025

  This letter is in response to the complaint from ***** ****,
  #********.            We have
  received the needed approvals to process the refund in the amount of
  $1,865.16.  The refund is being processed
  today March 11, 2025, and will be put back onto the ******** Card Mr. **** paid
  his invoice with.  This process can take
  3-5 business days for the credit to be present on the card depending on the
  bank. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:02/21/2025

  Type:Billing 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.

  I went to get an oil change. I usually go here. It was a new guy there After the oil change was done I went to pay it took my card, but then he said I had to swipe it again I said now you just charge me twice he realizes that he charged me twice and then he says he was going to reverse the chargebut never did. I told him at that point to make sure that he wrote something down in case it did not go back and he did A couple days later I go to check and it still have not been returned back so I called him again. He says there’s nothing he can do. He has to call his manager. I said can you do that because this is starting to get out of control he calls the manager so he says, but never returns the call to me so I called him back again. This went on for about a couple weeks. Finally he to me my manager says he’s going to return the money back to you, but I’m also for all of this inconvenience, gonna give you twofree oil changes it is February 22 and I am still waiting for a refund. I still have not got a refund at this point. I am really disgusted and that a company so big would try to take money from me cause that’s what is starting to look like at this time, I want my money back thatI originally spent on the oil change plus, I want the extra money back now that he took also, I go to get the oil change and come to find out he quit. He doesn’t work there anymore now which really looks even suspicious. It was a lady there that remembered the incident so I was able to get at least one oil change, but I don’t even think they’re they’re going to give the other one that was promised at this point this is really a shame and I cannot get a hold of manager.

  Business Response

  Date: 02/24/2025

  This letter is in response to the complaint from ****** ***********, #********.            We
  apologize Mr. *********** was double charged for his invoice of $56.30 I have
  reached out to our accounting department and the duplicate charge was not caught
  when they did the night audit for that location.  The duplicate will be refunded today and the
  guest should see the credit back to his card within the next 3-5 business days. Thank you for your time, Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:02/21/2025

  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.

  I went to Monro (Shop 417) on 7/26/24 for brake pads replacement. I paid $581.13. on 8/25/2024, my brake caliper fell off of my rotor while I was driving with my family in stop and go traffic on 95 South. I was essentially driving with 3 brakes while brake fluid was emitting from my truck. I was able to get off the road and called a tow truck to have my vehicle towed back to Monro to resolve the issue. I paid $220 for the tow. Monro re-did the brake job. Brakes were still squeaking and emitting a lot of brake fluid and brake dust. I then took the vehicle to another shop on 10/28/2024 to see what was going on. The mechanic told me that there were several things performed wrong and that all four rotors and pads would need to be replaced again, and that the caliper on the impacted wheel (back driver) would need to be replaced. Additionally, all brake lines had to be flooded. This was all documented in the mechanics work notes (attached) which was submitted to Monro. I then requested reimbursement in the amount of $795 for the services performed by the other shop (***** ******). Monro has refused to pay this amount and has not been cooperative with resolving my issue. I went to them twice to fix my brakes and they screwed up both times. I was forced to take it to another mechanic because I can no longer trust their work. I would like to be reimbursed for the amount of $795. I have called their corporate office NUMEROUS times and I continually get the run-around.

  Business Response

  Date: 02/24/2025

  This letter is in response to the complaint from **** *****,
  #********.            Two different
  refunds have been processed for Mr. ***** for the concerns with the brake
  service after it was performed on the vehicle. 
  We have refunded Mr. ***** for the $220 tow bill that he has presented
  to us as well as we have also refunded our invoice in full to the guest in the
  amount of $581.13.  There is no further
  refunds being offered to the guest for this concern.  The total refund amount that has been sent to
  the guest is $801.13.  We would not be
  refunding for the outside invoices that Mr. ***** has provided.  Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/03/2025

  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. 
  I went to Monroe for new brake pads. They did not perform the job properly and I ended up with an event that could have been life threatening because my caliper came off of my rotor. This was due to their negligence. I then took it back to them to resolve the issue and they did not correct it. My brakes were still making noises and producing an enormous amount of brake dust. Since I took it to them twice and they were still unable to fix my brakes, I was forced to take my vehicle somewhere else to correct the issue. Upon inspection by ***** ******, it was determined that the negligence from Monroe required 4 more additional pads, new rotors on all 4 wheels, and a new caliper on the impacted wheel because Monroe did not fix the initial issue they created. I was forced to take it somewhere else out of the safety for myself and my family. There is no way I was going to take my vehicle back to Monroe for a 3rd time when they were unable to resolve my issue the first two times. Monroe needs to pay for the parts & labor for work performed by ***** ****** to fix the mistakes performed by Monroe. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/20/2025

  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 am filing a formal complaint against Mr. Tire, located at 4160B S Four Mile Run Dr, Arlington, VA 22206, regarding a denied refund and misleading business practices.
  
  I purchased a ******* for an oil change and filter service that included a specific tier of oil. However, upon arriving at the service center, I was informed that they no longer offered the oil specified in the deal. Instead, I was told I would need to pay an additional $50 for a higher-tier oil that I had not agreed to purchase.
  
  When I requested a refund from Mr. Tire, they claimed they could not process it because they had not received payment from *******. However, when I contacted *******, I was informed that the payment had already been sent to the merchant, making them responsible for issuing any refunds.
  
  This situation has left me stuck between two parties, neither of which is taking responsibility for providing the service I paid for or issuing a refund. This experience amounts to a bait-and-switch, as I was denied the original service I purchased and pressured to pay extra for a service I did not consent to.
  
  The merchant issued me a case number regarding this issue: [Insert Case Number].
  
  I am requesting that the Consumer Protection Bureau investigate this matter and ensure that Mr. Tire honors their responsibility by issuing a full refund for the service that was not provided as advertised.
  
  Thank you for your time and assistance.
  
  Redemption Code
  ******** *******
  ********************** Original Price
  $74.99
  ******* Price
  $59.99
  Amount Paid
  $59.99

  Business Response

  Date: 02/24/2025

  
  This letter is in response to the complaint from ***** *********, #********.
  
              We
  apologize ***** did not have a better experience with our location in Arlington
  VA when presenting her ******* coupon for her oil change.  We would be unable to process a refund for
  the coupon ***** has paid ******* for due to her not paying our company for the
  service.  This is something she would
  need to go back to ******* and request a refund for that coupon due to it not
  being used at the location.   If *******
  is not cooperative with the refund request, we would ask that Ms. *********
  provide a case number after speaking with ******* they should give her one and we
  can escalate the request within *******. 
  This has been requested by the agent here in our guest services
  department however we have not heard back from Ms. ********* with a case number
  to do so.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.