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:01/22/2025

  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 came in to get a routine oil change, actually I was early bringing it in. I have only had the car for 3 months. I got the oil change, drove it home and to an interview. The car sat for a little bit and then went to a friend's house where it sat for about 3 hours. Then when I started it again, the car started knocking. This happened after I got an oil change from them. I had to have the car towed twice. It is really an inconvenience and out of over $100 for an oil change. They charged my grandmother $49 for an oil change which is suspect. I was told not to turn it back on if the car knocks. They turned it on and drove the vehicle which made it difficult to tow it back to my house. We asked them what to do about it and they told us to take back to Ford. It is a 2019 **** ******* *****. **** changes money just to look at the car. Now my car can't run and can't drive.
  
  I want the car to be repaired.

  Business Response

  Date: 01/29/2025

  This letter is in response to the complaint from ******* *****, #********.            For us to
  assist further we would need to know which location Mr. ***** took his vehicle
  for the oil change and the name that the invoice would be under.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 02/13/2025

             I am writing in response to the correspondence from Theresa G******* regarding my complaint (#********). While I appreciate the update, my issue remains unresolved.Before I even accepted any offer from the company, the insurance company had already reached out to me directly regarding my claim. Despite this, the resolution offered has not addressed my concerns. Furthermore, I should not have to pay out of pocket for another shop to assess the damages done to my vehicle by Tire Choice.Additionally, the investigation into this matter appears to be going in circles, with no progress toward repairing my vehicle or providing any compensation for the damages incurred.I kindly request that the Better Business Bureau further investigate this matter to ensure that a fair and timely resolution is reached. Please let me know if you require any additional documentation or further details.Thank you for your time and assistance.Sincerely,******* *****###-###-####
  ********************  

  Business Response

  Date: 02/20/2025

  This letter is in response to the complaint from ******* *****, #********.            There is
  nothing further we can do here at guest services regarding the requests that
  are being made by our third-party insurance company or our risk management team
  regarding a damage claim.  If Mr. *****
  does not feel what he is being asked to do is appropriate he would need to
  escalate further with ********* Insurance.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:01/21/2025

  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.

  Nov 26,2024 & Jan 21, 2025. A tire was purchased for my son's car, including road hazard. We were told this was a new tire, found out from another shop, it was not (2019). The tire had a hole in the side wall, which would be considered a manufacturer defect. They would not honor that & my son was told to call the manufacturer. (NOT how it should be). They wouldn't honor the warranty because the shop wrote down 0 miles.
  Another instance, different location, a ******* was purchased for an oil change. Husband was told they couldn't honor that & an oil change would be $180. I turned them in to ******* for that.
  Every time you call, you are sent over seas & can never reach the actual location at first.

  Business Response

  Date: 01/31/2025

  This letter is in response to the complaint from Michelle
  *******, #********.            We
  apologize Ms. *******, and her family have had poor experiences with our location
  on Telegraph Rd in Saint Louis.  Our shop
  should have documented correctly on the mileage and vehicle information
  correctly on the replacement tire invoice as well as provided the road hazard
  for the replacement which would have led to a discount on the tire and not told
  the guest to take the vehicle to the manufacturer for a warranty to be honored.  I will process a refund in the amount of 182.99
  plus tax for the cost of the replacement tire due to there being no mileage on
  the invoice.  The total refund will be
  $197.15 and will be refunded to the ********** our invoice was paid with.   It will be processed on Monday February 3, 2025,
  and can take 3-5 business days to reflect on the card.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 02/05/2025

  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:01/17/2025

  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 to Mr Tire to have my sonic checked because engine light was on for low fuel pressure bank one. This visit was 1159.87 and light still on so there diagnosis charge was a joke. This visit was 12/09/24. The next visit was Dec 24th because light same code was still on and car dying at lights. This time I was told the car needs a throttle body and they have to order one. I asked if I could go to auto zone and get one since I need my car, was told no because they are not a vendor ( first lie ). The mechanic was on vacation and returned the next week only to tell me that I waited for no reason as the throttle body is ok but he feels the valve cover shrank. At this point I just want my car fixed so I can go to a real shop and get it out of there. Took car home and light came back on again. I called and was told bring it back and i will be treated right. Next day I called the mechanic and was told to take it to dealer and see if it needs an update. These people also worked on my van and recently rotated my tires and had all 4 tires at different psi. This being said they can have the money for the parts it did not need but I need labor and diagnostic fees back. Nothing was diagnosed and I am really not sure if they did anything to the car, Total bill 1450.19 and I need the money back so I can go to a real shop. I have first invoice but the 2nd one I tossed at the shop was kinda pissed.
  The location was Mr Tire Fulton Road in Canton Ohio

  Business Response

  Date: 01/23/2025

  This letter is in response to the complaint from ***** ******, #********.            We apologize
  Mr. ****** is having a concern with his vehicle after having services performed
  at our location in Canton Oh.  Mr. ******
  spoke with our guest services department on January 20th and the agent
  he spoke with requested an estimate from a shop of his choosing that lets us
  know what needs to be repaired on the vehicle at this time.  Mr. ****** let the agent know that he would
  get a lawyer.  Unfortunately, we will not
  be able to review this case further until documentation has been provided that
  shows what it will take to fix the vehicle at this time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 01/29/2025

  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.
  You say you have no idea what is wrong with car without documents. You have put unnecessary parts on the car twice! Do you not diagnosis the issue before you change parts? Makes no sense to take car to another shop because of your incompetence.  When I get the money I will take the car and have it repaired.  Sad part of all this is that I read the code with MY scanner and the code is for fuel pump. That is why the car was there, for a fuel pump. Maybe at this point in time, you should just go ahead and keep my money. I'll write it up as a loss and you use it, and maybe you can train your mechanics to learn how to fix something.
  
  Regards,
  ***** ******

  Business Response

  Date: 02/03/2025

  This letter is in response to the complaint from ***** ******, #********.            Unfortunately,
  without a diagnostic of what the current concerns are with the vehicle at this
  time and what it will take to fix the vehicle there would be nothing further we
  are able to do at this time regarding this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:01/16/2025

  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 ordered an oil change and tire rotation through *******. I understand I was to pay additional shop fees. I was charged for a tire balance on all for tires.
  The tires were not rotated or balanced.
  When I returned to the store no more then an hour later asking for at least the refund of the tire balancing I was told no way. I asked for a manager and no manager was provided. I asked for manager information and was not provided.

  Business Response

  Date: 01/23/2025

  This letter is in response to the complaint from ******* ********, #********.            Ms.
  ******** spoke with our office on January 16, 2024, and the agent she spoke
  with did process a refund for the cost of the tire balancing that should not
  have been charged to the guest.  We have
  a formal complaint filed that goes to the management that oversee that location
  and the matter will be address with the staff that work at that location.  Again, we apologize for the over charge, and
  we will have this matter addressed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:01/15/2025

  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 purchased tires and warranties from Mr. Tire in Annapolis MD. On Dec 6, 2024. My tire ran over a piece of concrete on the highway and the tire blew. I could not find a Monroe company tire store to honor my warranty. I paid the cost to replace the tire and submitted the paperwork to Monroe. Mr. Tire in annapolis also submitted paperwork to verify my warranty. I was given an account number for the reimbursement request.
  
  It is January 15th, 2025 and Monroe, Inc has not reimbursed me the $335.00 for the tire replacement. I have sent emails and called customer service at least 15 times and each representative gives me a different story. One said you will receive your refund soon, we only mail checks on SaturdYs; another said, she had to get a manager's approval; another said the check was mailed: another said we will return the amount to your card used to make payment. I often was put on hold for at least 30 minutes and tbey never returned to the call. Now when I call, the phone rings and then go silent.
  
  I have sent emails and complaints to the board of directors and the supporting services and have not received a reply. Monroe, Inc is not honoring warranties they sell to customers.
  Customers should never be treat in this manner and they should honor their warranties.

  Business Response

  Date: 01/21/2025

  This letter is in response to the complaint from ******* ********,
  #********.            We
  apologize that the agents here at guest services were not able to give you the
  same answer with every phone call you have made to our department however I do
  see that the refund in the amount of $260.87 has been processed in this weeks
  check batch, the check batch has been processed through our department and will
  now be sent over to the bank who will cut the checks on Friday and mail them
  out to the guests.  We apologize for the
  delay in the check being sent out to you due to the process that is needed to
  be followed here at the corporate level.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 02/04/2025

  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.
  Monro company is irresponsible and untrustworthy making it difficult to believe they will follow through. It is their fault that I am in this mess and they are unwilling to pay. I find it hard to believe that a check cannot be issued to me now while they await the check sent to the wrong address is returned. What happens if the check is not returned? Why should I have to continue waiting for their error. I am sure another check can be mailed to my address, while they await the other to be returned. IT IS NOT MY FAULT THAT MONRO HAS FAILED ME...AND OTHERS. TWO MONTHS HAS PASSED AND THIS ISSUE IS NOT RESOLVED.  I WANT MY MONEY NOW!!!  THEY WANTED THEIR MONEY WHEN I PURCHASED THE WARRANTY. I AM GOING TO POST ON EVERY NETWORK HOW DISHONEST MONRO, INC IS...
  
  Regards,
  
  ******* ********

  Business Response

  Date: 02/20/2025

  This letter is in response to the complaint from ******* ********, #********.            Ms.
  ********’s check was returned to our office, and we have sent it back out to
  the Texas address Ms. ******** has requested it be sent to.   The check should be arriving to Ms. ******* within the next 5-7 business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:01/15/2025

  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 December 2, 2024 I bought a set of tires from Skip's Tires in Los Altos (owned and managed by Monro, Inc). I found later that the price I was charged was extraordinarily high, but Monro has a 30-day price guarantee. My husband (**** ******) spoke to the store manager, Patrick D* ****,who agreed that the price was ridiculously high. Unfortunately, after multiple requests and updates, he was unable to resolve the issue fairly. His, and apparently his manager's, suggestion was that I file the request for a 30-day price guarantee. I filed a request to have the local competitor's prices matched, but Monro is denying the request.
  
  I'm attaching not one but two different local competitor quotes, along with the 30-day price guarantee details from the Monro website. All I want is to have the 30-day price guarantee honored and to receive a refund of the difference for the tire cost.

  Business Response

  Date: 01/21/2025

  This letter is in response to the complaint from ***** ********, #********.            We apologize
  that the management of the Los Alto’s location was not willing to honor the
  price match policy that our company has. 
  I have reviewed the documentation with our director here at guest
  services and she has agreed that we will honor the price difference between what
  our location charged, and the price Mr. ******** received from *** * tires.   The refund of $1,212.38 has been
  processed as of today January 21, 2025, back to the Visa card the invoice was
  paid with and can take 3-5 business days to reflect onto the card depending on
  the bank.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Business Response

  Date: 01/29/2025

  This letter is in response to the complaint from ***** ********, #********.            My apologies
  not catching that on the first complaint that you also were requesting the road
  hazard warranty to be canceled on the tires as well I have received the
  approval to have that also refunded to the **** card you paid for the
  tires.   The refund comes to $440.52 for
  the road hazard warranty plus tax.   This
  refund will be processed on January 30, 2025, and can take 3-5 business days to
  reflect back to the card.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 02/01/2025

  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.  It's ridiculous that I have to go through the time and hassle of filing a complaint due to inept and ignorant management. It's also rude when a supposed "customer service" supervisor simply ignores multiple phone calls and voicemails, never returning them or providing a channel of direct communication that could avoid the entire BBB involvement.  Regardless, I got what was rightfully due to me, so I'm satisfied.  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:01/14/2025

  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 have experienced incredible issues with Tire Choice and Auto in Kirkwood, run by this company. They installed a catalytic converter incorrectly, misdiagnosed the car multiple times, forgot to plug in the 02 sensors i paid for, and used incorrect size seals, which fell off and were causing additional issues in the engine. These issues went on for 3 months where i spent thousands of dollars, only to have them give up and send me to the dealership. Despite having audio recordings where they GAURANTEED they would pay for the dealership to fix the car if it was established the problems were the result of their actions and having documented evidence from the dealership that this was the case, they are refusing to stand by their word. Their "lead" mechanic also told my husband and I on separate occasions that he knew the things we were paying for to be fixed were not the problem but he was told it wasn't his job to diagnose.
  Now, i have been reaching out to them via phone and email for nearly a month and have received NO RESPONSE at all. NONE. STAY FAR FAR away from this business unless you want to pay for unnecessary work and have your car messed up to the point you are paying triple somewhere else to fix all the things they messed up. Its insane that they refuse to return my calls or respond to the photographs of their negligence.

  Business Response

  Date: 01/21/2025

  This letter is in response to the complaint from ********* ********, #********.            We
  apologize that there were no attempts at communication made to resolve your
  complaint from our agent here at guest services.   I have reviewed the documentation that you
  have provided, and I have forwarded the complaint, and the documentation
  provided to our risk management department due to it being stated that there
  was damage done to the vehicle during the installation of the catalytic
  converter.   Someone from our risk management
  department will be reaching out to you regarding the next steps in your claim as
  soon as possible.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 02/04/2025

  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 have spoken with Mr. ******** and am awaiting his response.
  
  Regards,
  
  ********* ********
  
   

  Business Response

  Date: 02/11/2025

  This letter is in response to the complaint from ********* ********, #********.            I spoke
  with our representative in the claims department, and he has informed me that Ms.
  ******** claim is in the hands of our insurance company ********* and is still
  being investigated.  There would be no
  further action we are able to take here at guest services regarding Ms. ********
  claim.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:01/14/2025

  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.

  October 29, 2024 around 4pm-5pm, we brought the **** ******** to Tire Choice 1228 Cedar Road Chesapeake VA 23322, phone number ###-###-#### because there's a lot of white smoke coming out from the exhaust.October 30, they called me they said the turbo is blown and there's a lot of oil to it and it needs to be replaced. I told them go ahead and change the turbo if that will fix the issue. Nov 8 we picked up the car around 9am-10am. They said they changed the turbo but there's still smoke coming out from exhaust and they recommend me driving it for days, weeks, months until the smoke will go away. On our way home after we picked up the car, we are still worried because there's still a lot of smoke and the car is not moving properly while driving it. We brought it to a different auto shop, they said there's a problem with coolant too and the issue is not fixed. Now we called the tire choice again they said they need to check it again and we had it towed back to them Nov12. They still said that they didn't find any other issue and the car is ready for pick up. We picked up the car between 4:30PM and the smoke got worse. And when we tried starting it again at night, it won't start anymore and we see that there's a lot of oil dripping. We brought it to **** ******** to check it, they said the turbo needs to be replaced again because there's a lot of oil. We told them that tire choice changed the turbo already. They said they didn't fix the main issue that is causing the smoke come out from the exhaust. We filed a complaint to Monro and they called the shop, the shop called me and told me that if I want the smoke to stop, we need to change the catalytic converter. I told them we want **** do the job to make sure the car will get fixed but they declined our case and told us it's not their fault why the turbo needs to be change again. Case *******.This is frustrating and we need a refund. We need to pay more than $11,000 to **** because the issue got worse.

  Business Response

  Date: 02/03/2025

  This letter is in response to the complaint from **** ********, #********.            I have
  reviewed the documentation Mr. ******** has provided along with the invoice
  that our location provided after replacing the turbo in Mr. ********’s vehicle.
  I also spoke with our claims department regarding our insurance companies’ investigation
  into this matter and we have determined that we will not be providing a refund
  for the services we performed.  Our store
  followed every step that would need to be taken to determine if the Turbo
  needed to be replaced.  Unfortunately,
  the Engine also needed to be replaced on the vehicle, and this would be considered
  missed work.  Our insurance company determined
  that we are not liable for the Engine this was a pre-existing concern with the
  vehicle prior to it coming into us for service.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 02/04/2025

  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.
  When I brought the car to the shop they said the turbo is full of oil that’s why they need to change it.They did not say that the oil is coming from the engine.After they replaced the turbo, I have been told that the smoke will stop if we drive it for weeks or sometimes it takes months. The shop didn’t do any research why the turbo is full of oil or where it’s coming from. What they only did was they replaced the turbo knowing that there will still be a leak.So, changing the turbo is useless because now the turbo is full of oil again and needs replacement. This is unacceptable if they don’t give our money back. 
  
  Regards,
  
  **** ********

  Business Response

  Date: 02/11/2025

  This letter is in response to the complaint from **** ********, #********.            Unfortunately,
  there would be no further action regarding Mr. ********’s case.  We would not be refunding for the Turbo that
  was replaced by our location due to this being a part that needed to be
  replaced on the vehicle.   It is unfortunate
  that this now needs to be replaced again on the vehicle however we are not at
  fault for this fact.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:01/14/2025

  Type:Product 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 January 6th, i took my car to get it inspected. During the inspection the manager told me it was going to fail because I needed back brakes and windshield wipes. He told me my brakes were grinding. I said ok and he said they could do it there but I told him I would go elsewhere. He seemed annoyed when I told him that. He made me wait more than 20 minutes more. After getting my car back, I called ***** and was able to get an appointment for that same day at 4pm. While my car was at ***** the tech told me that my car did not need brakes or wipers. I asked if he was sure and explained what had happened earlier. I told him the paper work from Monro was in the front seat. After looking at it he said he was confused because my car should have passed. He didn't understand what I was told at Monro because the form states only the left front tire was removed. So he didn't understand why he would tell me my back brakes needed to be replaced. I left with no work being done as my car didn't need it. The next day I went to another shop gave them the form that the car fail and when they inspected it my car passed. They told me they didn't understand why it failed. It is my belief this manage was trying to boost his sales as the shop appears to be underutilized. It made me think how many other customer he has done this too. I feel that Monro should not do car inspections because the manager is very deceptive. When I sent my review to monro they call. I explained and was informed by the rep that he would need to get approval for a refund and that he would call back the next day but it's been a week and I haven't received a call.

  Business Response

  Date: 01/17/2025

  This letter is in response to the complaint from ***** *****,
  #********.            Ms. *****
  spoke to my office on January 9, 2025, and explained her complaint to the
  agent.   The agent asked Ms. ***** to
  provide documentation that she had the vehicle reinspected elsewhere and that
  the services we recommended did not need to be done.  Ms. ***** did not provide that documentation and
  put a complaint in with the BBB instead.  
  Now that the documentation has been provided, I am processing a refund
  for the inspection that should have passed at our location.   The refund of $21 will be refunded as a
  check and sent to the address Ms. ***** has provided.  The check will be cut from the bank on
  January 24, 2025.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 01/24/2025

  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:01/11/2025

  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.

  I had a flat and it was replaced with a donut tire by ***. I brought it to Mr Tire. I said on three occasions that I needed the flat tire back. I even explained I was getting a free replacement. Adam took over my being helped by Emily. The next day I told him I would come in the following day but please be sure that my tire was saved. He said he would do that right now. When I went in, they pulled a *********** instead of a ******* and it’s assisted it was my tire when it was not. Then they revealed that it had been taken by the person who picks up the tire and destroys them. He offered no recompense. Meanwhile, I told him I wanted either another tire like this or payment. He said he would call them and call me back. He has yet to call me. Days later I talked to the manager and she said she would talk to corporate. I have not heard anything from her either. Adam should have made sure it was the right tire As I am out almost $300. I would like my money or the same tire. Additionally, the paperwork incorrectly stated that I was giving up my tire and was charged five dollars for that although I had not noticed it until later.

  Business Response

  Date: 01/17/2025

  This letter is in response to the complaint from ******* *********,
  #********.            We apologize
  that our location did not stick to their work and keep your discarded tire after
  changing it out for a new tire.  I would
  ask that you please provide the documentation from the original purchase of the
  tire that has the free replacement as well as the invoice from our location due
  to the Mr. Tire that changed out your tire was not noted in your complaint.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Business Response

  Date: 02/03/2025

  This letter is in response to the complaint from ******* *********, #********.            The first
  refund of $141.00 was successfully refunded to the **** card our invoice was
  paid with.  I have attached the proof of
  return from our accounting team that can be used to speak with your bank
  regarding the refund and where the funds are at this time.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 02/24/2025

  They have paid the 2nd half. this can be closed out now. I cannot thank you enough. I never would have received my money back if it weren't for you and the BBB.

  Best

  ******* *********