Business Profile

Auto Repairs

Monro, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

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

Customer Complaints Summary

898 total complaints in the last 3 years.
364 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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
******* *********
Initial Complaint
Date:01/11/2025
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 recently found on ******* that they offer discounted alignment package (discounted to ~$75) and wanted to use it at Monro Auto Service and Tire Centers 1505 N Atherton St, State College, PA 16803.

Originally made an appointment on 1/5 2PM and noted I am using *******, but was told upon arrival someone (apparently not affiliated with the shop) was using the alignment rack to fix a suspension. Waited one hour and half before my van was pulled in. Another half hour and the mechanic came back saying their alignment device is down. Requested a call back and was never received. -- Unprofessional and incompetent

Called again 1/8 and was told they are free Friday and Saturday. The personal answered the phone call also helped leaving a note that I'll use ******* purchased voucher.

Went in 1/11 and the ignorant "manager" stated that they will need to charge $53 "fees" since I "received the discount and they will charge the difference", but reluctant to explain why they don't honor an official purchase made through *******/Monro. The person also remarked, in a teasing manner, that if police is called they will use a "book" to explain the situation.

I am filing this complaint against this Monro for or failure to deliver promised services, misleading advertising practices, and discriminatory customer service
Business Response
Date: 01/21/2025
This letter is in response to the complaint from ****** ***,
#********. We
apologize ****** has had such a poor experience with our location in State College
PA. This does not reflect the five-star
experience that we aim to achieve with every guest that comes to us for service
on their vehicle. ****** has not
contacted our guest services department to file a complaint against our store
for their behavior and unwillingness to honor the ******* coupon that was
provided for the alignment. I will file
a complaint for the guest and ensure that the appropriate management is aware
of this matter, and this will be used as a training and coaching opportunity for
our management to ensure that our guests are receiving the five-star experience
when they come to us for services.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:01/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 3, 2025, I went to the referenced business to buy new tires and have them installed on my vehicle. I was told by Jim, the service manager that the technician was having a difficult time removing my tires due to wear and tear on the lug nuts and that I would have to purchase new ones otherwise, they could not put my tires back on to which I obliged. After the tires were back on the technician parked my vehicle across the side window rather than in a parking spot which I thought was odd but figured he was being nice. I drove home and Parker in my driveway. I later went out to run an errand and when I started my car the tire pressure light came on which is what prompted me to examine the tires. Upon walking around the vehicle I noticed that there was damage to a panel that sits between the tires on the lower passenger side of my car, however, by then, the business was closed. I called the next morning (Jan. 4th) and was told by Jim that they were really busy and couldn't get me in but to come by on Monday morning at 10 a.m. so that they could take a look at it. Once I arrived, without even looking at the damages, Jim immediately said "we didn't do it". I responded my vehicle was not damaged before I came here. He repeated "we didn't do it". I asked why did you tell me to come today if you didn't do it and he didn't really have a response other than to say "we didn't do it" several times. He tried to take me to the back saying we put it on the lift so I know we didn't do it and I told him I know that they'd done it because that part was recently repaired by the Chrysler dealership due to them damaging it with their lift while completing an oil change. I told him that I was gone to file a claim and he shrugged his shoulders and said go and do what you gotta do.
Business Response
Date: 01/17/2025

This letter is in response to the complaint from ********* ******,
#********.

We apologize
that this incident occurred to Ms. ******’s vehicle while it was being serviced
at our location on Mayfield Rd in South Euclid.
I have reached out to our risk management department and a claim was set
up for Ms. ****** with our insurance company.
Please reach out to **** at ********* insurance for further assistance
with this case. Your case number is ******* and the phone number to reach **** is ###-###-####.

Thank you for your time,

Theresa Griffith
Guest Services Manager
Monro Inc.
Initial Complaint
Date:01/09/2025
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 Wednesday December 11,2024 I took my ******* to Mr. Tire on 6332 Baltimore National Pike (Route 40 W). My van steering wheel was pulling to the side. I redeem my ******* ($95) for a 4 wheel alignment and tire balancing. After putting the van on the lift they said they could not proceed because the van needed a Front end. I said, OK, just give me an oil change $95.16) They ordered the parts, 2 tire rods and two lower control arms. We set the appointment for Saturday Dec 14th. I took the van to them around 8 am. Around 4pm i begin to call them. No results. Than finally they said the van was ready. I get to the shop, Antoine told me that the van need a new suspension. I told them let me think about and asked them can I leave the van there until Monday. I get a call from the shop on Monday, and they said, it doesn't need a new Suspension. It was some loose nuts and bolts that needed to be tighten. I am at the shop I pay them $1083.78 and they give me the keys. I pulled the car off the lot onto route 40. I step on the gas and the van would not accelerate pass 25 mph. The call stall at 25 mph and also makes the worst buzzing sound you can imagine. HORRIBLE! I take the van back to the shop. I tell Antoine what is going on with the van, he proceed to tell me it could be clogged or SOMETHING! I than stop Mohommad and asked him when he took the van out for a test drive could he accelerate past 25 mph and did he hear the loud buzzing sound. He said the wheel only shook when he took it out. Route 40 is 40/45 mph. it's no way they didn't notice. They act like nothing was wrong. The van is undriveable. I gave them a drivable van even they it steered to the side a little. All i wanted was an alignment with my ******* and wound up with a hefty price tag (over$1200) and an undriveable van.
Business Response
Date: 01/17/2025
This letter is in response to the complaint from ***** *****,
#********.            We
apologize Ms. ***** has had a poor experience at one of our locations.   We would ask if she has taken the vehicle to
another mechanic to have the drivability concerns address that this documentation
be provided to us for us to assess how we are able to assist further.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 01/21/2025
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 not take taken it to another mechanic. Another mechanic cost plus a tow truck cost. Mr. Tire has my money. Mr.Tire ruin the van for it to be drivable.
I want a refund and the Kelly Blue book price to replace the van.I called the 1 800 number and left my name and number and got no response on Jan 13th.
Regards,

***** *****
Business Response
Date: 01/28/2025
This letter is in response to the complaint from ***** *****,
#********.            We would not
be refunding for the blue book value of the vehicle. We would need documentation that shows what
it will take to fix the vehicle prior to us making any further determination
regarding this matter. If Ms. ***** is
not willing to take the vehicle to a shop of her choosing to have the diagnostic
done on the vehicle there would be no further steps, we can take here at guest
services.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:01/09/2025
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 car to Tirechoice on 12/18/2024 and I still have not received my car. On the 12/18 I took my car in, the next day I get a phone call from Dave the mechanic saying that my car requires a certain part for my car that needs to be delivered and will take 4 days for delivery. I called on the 5th day and was told that the part was not in and Dave was unsure when it will be delivered. The next week I had to call everyday to get an update but unfortunately Dave was not there due to a death in his family per the manager. There were different managers there everyday that looked in the system and was unable to tell me what was going on with my car because Dave didn’t put any info in the system. I just so happened to call the third week and magically Dave is back. During the three weeks I looked to go somewhere else for the repair seeing that no one contacted me or updated me. I talked to Dave and said that I want to take my car back and get it towed. Dave tells me he can’t because it’s halfway done. I told him that he was supposed to call me when the part came in and that I hadn’t been updated in weeks. Dave says that I authorized it during our first conversation and basically he didn’t have to tell me anything. The next day I go up to Tirechoice to see if we could come to some type of agreement since I missed an opportunity to get my car fixed somewhere cheaper. Dave says there is nothing he can do because I authorized it. He also stated that he had recorded phone call stating that I gave authorization and that he again did not have to update me about putting the part on MY CAR. I told him to let me listen to the recording and he said I would have to call corporate. I said call corporate he said he will but getting the recordings is a process I then told him to start the process of obtaining the recordings and that’s when he got up to wallk away and told me to leave because I won’t let him talk.
Business Response
Date: 01/10/2025
This letter is in response to the complaint from ***** *****,
#********.            I have
spoke with Jim at the location that is servicing Ms. *****’s *** and they let
me know that the part they were waiting on to be delivered is a Transmission
cooler this is a dealer only part and had to be shipped to them. Due to the pending holiday from the time the part
was ordered it took longer than expected for the part to be delivered.   Once the part was delivered, they did start
working on the vehicle and removing the old part and putting the new part into
the vehicle.   Ms. ***** had agreed on
the price that was quoted and we also have multiple calls that we have listened
to where Ms. ***** acknowledges the price that was quoted to her for the
service.   The store is completing the
service on the vehicle and will inform Ms. ***** when the vehicle is
complete.               If Ms.
***** does not agree with the cost of the service our company does have a 30-day
price match policy that states*If a
customer finds the equivalent quality parts, service, and warranty for a lesser
price from any approved automotive service retailer** and has proof in the form
of an advertisement or itemized written estimate, we will match it or refund
the difference. **the
written estimate does need to come from a full-service shop or dealership.                This was offered by the store manager
as well as the agent here at corporate that the guest spoke to on January 7, 2025,
and January 9, 2025.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:01/09/2025
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.
ive gone to this business three times for oil/filter change and tire rotation was included in the price no extra charge each time ive gone there for the oil change the story is the same first visit saying you dont need tire rotation after having gone 5000 miles second visit after going 4000 miles saying again no tire rotation needed not enough wear third visit last week for oil change after another 3000 miles saying again no tire rotation needed what im seeing here is theyre advertising free tire rotation but dont want to do it standard rotation from checking with other mechanic facility is 5000 to 8000 miles believe theyre engaging in deceptive advertising and have no intention of doing a tire rotation as advertised I would like job finished but another monro facility as i believe there could be some age discrimination involved
Business Response
Date: 01/10/2025
This letter is in response to the complaint from ***** *****,
#********.            We apologize
that Ms. ***** did not receive the five-star experience that our company prides
itself on and that she feels that she has been discriminated against due to
age.   I have filed a formal complaint
regarding this matter, and I have involved the district manager and regional
vice president of that location to ensure that this matter is handled appropriately
in house to ensure that this does not continue to occur.   Ms. ***** is more than welcome to take her vehicle
to any one of our 1300 locations to have the tire rotation performed at no cost
to her.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 01/11/2025
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:01/06/2025
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.
Transaction Date 12/12/24
Refund ticket#****** On 12/10/24 I scheduled an appt online via the tire warehouse website. I called the local shop a few hours later to verify the tires I selected were in stock, to which I was told they were.
On 12/12/24 I arrived at the local shop for my appt. The rep told me there was a price problem. Then after talking to other people he said there was an issue with the website and they couldn’t get the tires I selected at all. I NEEDED tires the worker brought me out the next expensive set of tires, and told me to contact corporate to request a refund. I selected the other set of tires that cost me almost $200 more because they were not on sale. I then called the corporate number and explained the situation. The rep put me on hold and spoke with the worker at the local shop. The rep told me that after speaking to the worker that Monro would refund me the difference between what I was quoted and what I would end up being charged due to the miscommunication, he just needed to wait for the invoice number from my appt to populate in the system. I waited a few days to check in, and when I did I was told I’m not getting the refund and I could get a price match quote from a local dealer and they would pay me difference if I found the same tires I ended up with, at a lower price. I asked to speak to a supervisor and was put on hold for 30 min. Eventually I ended up being sent to voicemail where I left a message requesting a call back. After a few more days I called again because no one had called me. Same wait on hold and nameless voicemail, I left another message. No call back. I called again today, 1/6/25, waited on hold for 31minutes and was sent to the same nameless voicemail. I was promised tires at a certain sale price, then couldn’t get them, I was promised a refund, then couldn’t get it. This business offers nothing but broken promises and horrible customer service. I have attached screenshots of my quote, appt confirmation, and call
Business Response
Date: 01/08/2025

This letter is in response to the complaint from ****** ****,
#********.

I have
reviewed the documentation that Ms. **** has provided, and we will be refunding
for the difference in the cost of the original tire quote Ms. Rice received
online and the tires that were sold to her the total refund will be
$$139.09. This is the $11 difference in
price for each tire along with the rebate she would have received when
purchasing the ***** tires had they been in stock to install on her
vehicle. The other charges on the
invoice for the TPMS stems this is a charge for the new valve stems that are
installed at the time with the new tires so that charge is not being
refunded. We are processing the refund
on January 9, 2025, and this will go back to the **** card the invoice was paid
with. It can take 3-5 business days for
the refund to reflect.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Customer Answer
Date: 01/08/2025
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,

****** ****

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Monro, Inc. is NOT a BBB Accredited Business.