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.

  214 West Avenue Albion, NY 14411

• 

  Monro, Inc.

  980 Central Ave. Albany, NY 12205

• 

  Monro, Inc.

  1511 Rte. 9 Clifton Park, NY 12065

• 

  Monro, Inc.

  791 W. Main St. Rochester, NY 14611

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:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Mr.Tire service center in frankford ave. Philadelphia,Pa on June 4th 2025! They diagnosed the problem then went ahead and replaced the starter as they mentioned my engine wasn’t starting because of the starter! The starter costs 762 total without the diagnostic! When calling them they mentioned they do not know what is wrong with the car and recommended to take it elsewhere! They never solved my car problem! So, I got it towed reminding you that the car has not moved or started it just went from one place to another on the tow truck! When the ******* dealership got the car they immediately said the starter was seized after diagnosing it! I was concerned because mr.tire said they replaced it! So, I feel I had wasted my money! I have paperwork from both companies but they mentioned they cannot take pictures! I just would like my money back!

  Business Response

  Date: 06/19/2025

  This letter is in response to the complaint from ****** *****,
  #********.            I apologize
  Ms. ***** has had this experience after bringing her vehicle to our shop to be
  diagnosed.  I have reviewed the documentation,
  and we will be refunding Ms. ***** for the starter that did not fix the
  vehicle.  The total refund is in the
  amount of $807.62 this is the cost of the Starter and the diagnostic that was
  incorrect.  The refund will be processed
  on Monday June 23, 2025, to the ******** Card Ms. ****** paid with and should
  be visible on the card within 3-5 business days of the 23rd.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/16/2025

  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.

  To whom it may concern: I made an appointment with Tire choice on May 20th 2025. My air conditioner was not working it smelt like dead fish. JR also Jean P******** looked . at it and said I need a water hose. hours later he then told me that I need a water outlet and the car would have to stay over night and it will be ready tomorrow. I picked it up a/c was working a day later he called me to see if I can come over to get a tool that his employee left in engine. I did he got the tool I left on the way home smoke was coming out of the engine. I turned around and brought it back to Tire Choice. JR said he tightened up a bolt that and released an air bubble out and the car is good to go. Two days later car started smoking again. I called JR and he said bring it in and he will see what he can do. He had the car for 2 days not a call to tell me what was going on. I called and he said that his mechanics do not know how to fix the problem. I asked him if he can give me half of my money back and he said he will have to talk to the distract manager. He called me back and said that the distract manager told him that he can not fix it that he has to stay in the office to answer the phone because Charles does not really know what he is doing. I picked up my car and kindly left. I paid $776.33 and car is not fixed. I paid for a service and did not get it. I got nothing but a bill. I hope this matter will be resolved in a timely matter. If you look at the bill it is in my husbands name and you can look how many years we have used there service. No longer. Thank you.

  Business Response

  Date: 06/16/2025

  This letter is in response to the complaint from ****** ********, #********.            Ms.
  ********, we apologize that our location had your vehicle as long as it did and
  was not able to correct the concerns that were going on with it.  I would ask at this time if you could please
  provide documentation from a secondary shop that has fixed the vehicle what
  their findings were and what it took to correct the concerns, and I will be
  able to review the documentation at that time. 
  Unfortunately, I am unable to agree to a refund at this time until I see
  documentation showing that our work did not fix your concerns. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  ****** ********
  
  I have waited long enough for my refund. This is unfair to me that my car is ruined because of a business that has so called mechanics that does not know how to work or fix an A/C problem. They should have been honest and said we do not know how to fix the A/C. Instead they took my hard earned money and left me with my car overheating...... This looks like it will be settled in court. Have a good weekend.

  Business Response

  Date: 07/03/2025

  This letter is in response to the complaint from ****** ********, #********.            Ms.
  ******** has not provided documentation to substantiate her claim that our
  location did anything wrong when performing the service on the vehicle
  therefore we would not be able to pursue this matter further. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/15/2025

  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 Mountain View because the car would shake once I got up to 65 MPH and above. The tech said it was the brakes; I paid $669.05 and was told to drive for a week and return if it still shakes. It continues to shake, Mike the store manager suggested I take it to ****** *********. I did and Mike spoke with them and asked the mechanic to test the Transmission issue. I paid $260 for a diagnostic and it was deemed to be a transmission problem. Mike said he would reimburse me once I brought evidence that it was Transmission. I brought a receipt from ***** **** ********* **** ****** ********** ** ***** and Mike said he would submit this to his office and my credit card would be refunded this was in April 2025. I called several times and went to Mountain View and spoke with him directly on May 10. He said his office dropped the ball and my card would be credited within 10 days. That was several weeks ago, it seems that there is no intention to correct their mistakes. I don't have a receipt indicating they said the brakes caused the shaking. However, I kept my receipts in the car and when I returned the vehicle saying there was still shaking that’s when they said it was not in writing. I believe they took that receipt out of the glove compartment. But I also know Mike and the tech that assisted me on 12/31/24 know what they attributed to the problem, otherwise why tell me to go to ****** ****** ***** ** ********* *** ******** CA 92336 and tell me they would reimburse me once I brought proof of a Transmission issue. Mountain View is a subsidiary of MONRO, Inc 295 Woodcliff Dr, Ste 202, Fairport, NY 1450. I'm seeking Reimbursement plus compensation of $5,000.00

  Business Response

  Date: 06/26/2025

  This letter is in response to the complaint from **** *****,
  #********.            I do see
  that we have a refund request that was sent up by our location in Rancho Cucamonda
  however we have not received the zone managers approval on the invoice and due
  to the vehicle being $621.05 we would need that approval to process the
  refund.   We also ask that the guest
  provide documentation from where he had the vehicle repaired so we can finish
  the refund to him.   As for the other
  amount the guest has demanded we do not compensate for inconvenience therefore
  the $5000 request that has been made will not be refunded.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I submitted the attached proof of repair in March, per request of Mountain View Manager Mike.  I followed up multiple times for the status of my refund and was told each time it was with a manager at corporate they dropped the ball, etc.  Seems that's a deliberate patten and additional compensation is warranted.]
  
  Regards,
  **** *****

  Business Response

  Date: 07/03/2025

  This letter is in response to the complaint from **** *****,
  #********.            We
  apologize that Mr. ***** was inconvenienced by the process of the refund not
  being processed in a timely manner however we would not be compensating for
  that.  The refund of Mr. *****’s $669.05
  has been processed as of June 30, 2025, for the misdiagnosis of his
  vehicle.  We have honored the refund that
  was promised to the guest there would be nothing further offered to Mr. *****.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/13/2025

  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 originally brought my vehicle to the location on 9/17/24 with a broken serpentine belt. I was serviced with a replacement belt and charged $590. On 10/29/24 my serpentine belt pops and I have it towed back to the shop on charged to replace 3 pulleys and labor! Which was roughly $460. 6/12/25 I indicated the car giving same sounds as before stemming from the serpentine belt side. I bring my car back at 7:30am on 6/12/25 to be told that the location only has one technician and that he would only be able to do state inspections but could get to diagnostic the next morning! 6/13/25 I call the location at 1:30pm for an update and Adam the lobby supervisor stated they had just pulled my car into the shop! We disconnect after the phone update. 30 min later I get a call back Adam stated “ we can’t seem to pinpoint where the noise is comin from, but your belt is fine and dnt need to be replaced”. I arrive to pick my car up and leave with the same terrible sound and get 1.7 miles down the street and the serpentine belt pops! With grace, I made it back to the location and then Adam the supervisor states “I’d rather send you to a dealer, because we dnt have a certified a/c technician on hand to properly replace the belt” I honestly feel like I was toyed with and pushed away to begin with. This would be a warranty issue based on services paid for. The technician didn’t want to assess my vehicle properly and could’ve cost me my engine completely. I have videos of the nonchalant attitude and discord from my experience today. I paid for a service and I’m still suffering from the same issue I paid for. This is not a business that’s deserves recognition for public services!

  Business Response

  Date: 06/17/2025

  This letter is in response to the complaint from ******* ******, #********.            We
  apologize that Mr. ****** has not had his concern rectified.  I do see that his most recent invoice from
  one of our locations is from June 14, 2025. 
  If Mr. ****** is experiencing the same concern after his last visit, we
  would recommend at this time that he take the vehicle to a shop of his choosing
  and send us the estimate of what it will take to fix the vehicle, and we can review
  the documentation at that time.  No
  refund will be offered at this time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/13/2025

  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 was scammed by this location. I purchased what I thought to be 2 tires on May 22 then on 6/7 while driving my car started shaking uncontrollably. No mater what the speed was it bounced dramatically. I returned to where I purchased the tires and alignment. I made an appoinment for 930 am 6/8/25 to see what was wrong. After multiple call Sunday they finally looked at my vehicle and I was texted a message telling me my rear passenger tire was bad, had a bubble. Then I was told they wouldn’t have a tire for a few days . I told them that is one of the tires I had just purchased 2 weeks prior and it should be replaced free of charge since they sold me a bad tire. I went to pick up car 6/10 and was charged another 220 dollars for a new tire. I asked why am I being charged for a new tire when I was sold one that was bad not even 2 weeks prior. I was told that I didn’t purchase the road hazard ( I was not offered and did not know anything about road hazard). I said I should, if anything, get a prorated tire and not be charged full price since, again, they just sold me the tire. I ended up having to pay for another tire. Do not go to this place, they will screw you over. I m so upset that I purchased 2 tires spent over 400 dollars for old cracked tires. Had one go bad literally 2 weeks later and was charged another 220 dollars to replace a BAD tire. I was told I MUST HAVE HIT something, probably because I am a woman. Date on tires sold to me 2422 meaning made in June of 2022 and in my pictures you can see the dry rot cracks, no I will have to purchase another tire for the one remaining that has not bubbled up yet. They should make good on the tires they sold. Office was no help, said they would make it up to me next service, I will not be back for a next service. I called the number for customer service and never was able to speak to a person. I have pictures of the old tires I was sold.

  Business Response

  Date: 06/16/2025

  This letter is in response to the complaint from ******** ******, #********.            I have
  reviewed the two invoices and the photos that Ms. ****** has provided, and it
  looks to be a defect in the tire that was sold as the tires we are selling can
  have a DOT up to 6 years and the tire that Ms. ****** had installed on her
  vehicle was only 3 years.   Our tires are
  kept in warehouses with a controlled temperature away from the sun as this is
  how our tires can have this type of a shelf life.   The shop should have replaced the tire itself
  at no cost and only charged for the labor to install the tire however due to Ms.
  ****** having to bring her case to the BBB to get a resolve I am refunding the
  entire invoice for the replacement tire that was purchased.  $220.94 will be refunded back to the card
  that Ms. ****** paid with, and she should see the credit within 3-5 business
  days of tomorrow June 17, 2025.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I am writing to express my dissatisfaction with the service I received regarding a tire purchase from your company. I purchased two tires, both of which turned out to be defective—one significantly worse than the other. Despite your acknowledgment of one defective tire and a refund, the issue with the second tire remains unresolved.Your refusal to address this matter fully has left me with no choice but to take the tire elsewhere, incur additional costs, and deal directly with the manufacturer for a resolution. This not only reflects poorly on your company’s service but also adds undue burden on me as a consumer.I find it unacceptable that I had to escalate this matter to the Better Business Bureau (BBB) to receive partial acknowledgment of the problem. I expect your company to address the issue with the second tire promptly and to stand by the quality of the products you sell. Since your company has chosen not to acknowledge the evidence provided or address the unresolved issues, I am left with no option but to finalize this matter through other channels. I am deeply disappointed by your lack of accountability and unwillingness to stand behind the products and services you provide.This experience has caused significant inconvenience and financial loss. I will ensure that other potential customers are made aware of this incident through appropriate reviews and feedback platforms.Thank you for your initial refund for one tire, but your refusal to resolve the matter fully is unacceptable. No further communication from your company is necessary unless it involves a complete resolution.Regards, ******** ******

  Business Response

  Date: 07/01/2025

  This letter is in response to the complaint from ******** ******, #********.            The guest
  has not provided documentation showing that there are any problems with the
  tires that are well within the time frame to be sold and if the tires do have
  dry rot the manufacturer warranty. 
  Therefore, there is nothing further we can do regarding this complaint
  until proof of the dry rot is proven.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/13/2025

  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 6/2/2025 I took my vehicle to Monro due to the fact my car was violently shaking and was having a hard time stopping. I took it to Monro in Johnstown to have it evaluated and repaired. They claimed were just stuck and all they had to do was unstick them. I told them go ahead as I was under the assumption they were correct. After they finished and pulled it out of the bay I paid them. The car continued to act in the same poor manor. I then took it another garage for a second option. Mavis tire On 6/5/2025 (2 days later). They evaluated it and said the brakes and the rotors were the problem and needed to be replaced. After they replaced the brakes and the rotors the car ran normal again with no issues. As Monro did not resolve the concern like I asked them I am asking for a refund. Even if a brake was stuck like they thought it was still did not resolve or repair the issue. They should have changed brakes and rotors instead like the other garage did to resolve the concern, I had. I uploaded the invoices as well for proof.

  Business Response

  Date: 06/16/2025

  This letter is in response to the complaint from ***** *******, #********.            Mr. *******
  visited our Johnstown location on June 2, 2025, expressing concern about a
  brake noise coming from the rear of his vehicle. The technician inspected the
  vehicle and determined that the rear brakes were worn and recommended
  replacement to resolve the issue.However, Mr. ******* declined the
  recommended brake replacement and instead requested that the technician clean
  the rear brakes, including the parking brake components. The technician
  proceeded with the cleaning as requested by the guest.As the service requested by Mr.
  ******* was performed, we would not be able to offer a refund for the labor
  charged.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 06/16/2025

  Hello,

      That is not true... Why would I reject the repairs and go to another garage a few days later. They did not state or give me any estimate that the breaks were worn. Do you have any documation showing that it was stated to me or offered. That is a complete lie they told me the rear breaks needed replacement why would I want them to clean the breaks. I wanted the breaks fix and they failed to fix it. I would like to continue this complaint with the BBB. This is not acceptable to me at all. The breaks were vibrating and needed to be fixed. On my inital appointment I specically put down that I needed new breaks and they told me once I got they were fine. Very dishonest person. 
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/19/2025

  This letter is in response to the complaint from ***** *******, #********.            We
  apologize that Mr. ******* does not agree with our determination. However, the
  work requested at the time of service was completed as agreed. Based on our
  review, we stand by our decision that no refund is warranted.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/12/2025

  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.

  Had Tire Choice install a set of tires ordered from ******** as a ******** Dealer, and had them do an alignment as our previous set of rear tires had worn severely. They had trouble setting the alignment machine for our vehicle. After 3 hours, they stated the vehicle is aligned.
  I should have known something was off, during original install, when discussing the tire warranty of 60k, the manager told me I'd be lucky to get 15k-20k mi because "these European cars just eat tires."
  
  We had traction issues in light snow and a 20%reduction in fuel economy. I filed a warranty through ******** and spoke to several shops. It was eventually determined I would need to contact Tire Choice. During this process, I discovered that the back tires had worn out completely in about 5000mi.
  
  It was difficult to contact the shop. A national call center picks up and tells me a service manager will call back. I finally got in touch with someone. He told me if the rears were wearing unevenly before alignment they would after because they can't align the rear wheels. He also said the 3PMS tire I bought is the wrong tire for Fairfield, ID snow and would be fine in Boise snow. He said the tire compound is too soft for my vehicle and not rated for SUVs.
  
  ******** confirmed, this is untrue. The tire is a match for my SUV and rated for the weather we experience. After getting nowhere with this shop and them telling me they don't honor warranties for alignments outside of 3 months or 4000mi, I had Les S*****, inspect for a 2nd opinion and do a warranty inspection for ********. Les S***** confirmed the toe angle on both sides was severely out of spec and indicative of an improper alignment performed. They also confirmed this caused my traction, wear, and fuel mileage issue. They were able to fix the toe angle in15min.
  Because I'm outside of the established warranty of 3mo 4000mi and purchased tires through ********, Tire Choice is refusing to help.

  Business Response

  Date: 06/16/2025

  This letter is in response to the complaint from ******** ********, #********.            The agent
  Mr. ******** spoke with on April 22, 2025, explained that our alignment
  warranty is valid for 90 days or 4,000 miles—whichever comes first. The
  alignment on Mr. ********’s vehicle was originally performed in September 2024.Unfortunately, it is not possible
  to determine whether the vehicle’s alignment was out at the time of service,
  especially given the high likelihood of road hazards affecting alignment over
  time, regardless of geographic location.Given that the alignment issue was
  identified seven months after the original service, it falls well outside of
  the warranty period. Therefore, we are unable to offer any assistance related
  to this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As stated in my original complaint, the business was already trying to create the expectation that my tires would wear out quickly when they could not achieve a proper alignment and then stated that they did. I had traction issues on the first snow which ******** has stated is not normal for that tire and the business tried to give me several falsehoods as to why I was having issues. It seemed the business was just throwing excuses out in order to shuck responsibility for the issue they caused. they also incorrectly put down the mileage on my original paperwork that was 30k miles before they put the tires on and way before I owned the vehicle at all. At first I thought it was just an honest mistake, but based on my dealings with them and some of the reviews I have found online about bait and switch tactics, I now believe that it may have been malicious in an attempt to immediately invalidate any warranties as they suspected their own work was subpar.My complaint still stands as I believe that this business performed shoddy work and then improperly reported the mileage to avoid any warranty. See the attached receipt with reported mileage of 67750 and where I had to cross out and correct the mileage.
  Regards,
  
  ******** ********

  Business Response

  Date: 06/17/2025

  This letter is in response to the complaint from ******** ********, #********.            Our
  decision remains unchanged, as Mr. ********'s vehicle is now outside of the
  warranty period for the alignment service. Additionally, since the alignment
  was performed in September 2024, there is no way to verify that it was not
  correct at the time of service.            We can ask
  that our IT team correct the invoice for Mr. ******** to show what the correct
  mileage was on the vehicle at the time of service.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/09/2025

  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 Saturday May the 31st, the car was at this Tire Choice shop to have its A/C fan motor fixed. It stayed there a few hours, and my wife picked it up. We were told that we would eventually have to fix a leakage at the valve cover area, but that " it could wait". The car was brought back home on the same Saturday 31st ( a literal 1/4 mile from our place ) and sat for the rest of the weekend.
  My wife drove it to work on Monday, and notice the car was slightly trembling. Tuesday it was trembling again, then Wednesday again, but the car was driving OK enough that she didn't think much of it; On Thursday June 5th, she barely made it to her client ( She's a Home care giver ) as the car started to jerk and shake, and lose power. Her Client having her own mechanic there that day, she asked him to check my wife's car ( a 2011 Nissan Pathfinder ) and he plugged in his electronic device to see what the diagnostic would be. The only reading that came out was : Results for P0430: Catalyst Efficiency Low ( B2 ). My wife took a picture of this reading from the Mechanic's device. I will upload it along with the suspicious estimate of all the repairs to be done given to us by Tire Choice the very same day. I say suspicious because as you can see on the document, the amount of all the work we are told to be done is $ 2319.06, which i declined to have them do, including Valve Cover Gasket, Valve Cover, Upstream O2 Sensor, Spark Plugs, Ignition Coil Pack, and ... Catalytic Converter. But it shows on the Estimate that the Catalytic Converter would be fixed at NO CHARGE.
  I am well aware that there are a lot of people having their Catalytic Converters stolen, and that some kind of Black market has developed around this specific part. Besides, the Catalytic Converter alone, if charged, would easily double the bill.
  In conclusion, i have a hunch that the Tire Choice has done something with my car to force us into unnecessary expenses. My wife has been unable to go to work since.

  Business Response

  Date: 06/10/2025

  This letter is in response to the complaint from ******* ****, #********.            According to the invoice
  provided by the guest, the vehicle was brought in with a rough idle and jerking
  upon arrival, along with an illuminated service engine light. At the guest’s
  request, a diagnostic inspection was performed to identify the cause of these
  issues.Our technicians
  determined that the vehicle required a catalytic converter and O2 sensor, based
  on the diagnostic trouble codes retrieved. Additionally, a tune-up and ignition
  coil replacement were recommended due to a misfire detected during the inspection.
  A valve cover replacement was also suggested, as oil was visibly leaking from
  that area.The guest has since
  informed us that a second repair facility confirmed the need for a catalytic
  converter replacement. This supports our original diagnosis in part and affirms
  the accuracy of our findings in regard to that component.We understand and
  respect that the guest may have concerns regarding the initial assessment.
  However, given the multiple symptoms and issues present at the time of arrival,
  our location is not responsible for the need to replace the catalytic
  converter, as the vehicle was already exhibiting significant performance issues
  upon entry.We appreciate the
  opportunity to inspect the vehicle and stand by the integrity of the diagnostic
  process conducted by our technicians.Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/09/2025

  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 dropped my car off on Friday May 30,2025 and was told that it would take 6 hours to fix and to come back the next day, well the guy that was working on it quit and didn't tell anyone what was going on with it and nobody in the shop thought to call the car owner to find out what was wrong with it, so I called 4 days later on Tuesday June 3,2025 to find out the status to be told they didn't know what was wrong with it but promised to have it done ASAP after ordering the parts, I emphasized that I would need it back by Friday June 6,2025 but when I called to see if it was done they said it wasn't and should be "wrapping it up later today", so I waited until Sunday June 8,2025 to call again and he said is should be finished by the end of the day, and I tried calling again numerous times today June 9,2025 there was no answer so I called customer service and they said they got reports that this shop closed early for the day and that the shop manager wasn't answering his phone either. I have now waited 10 DAYS to have them complete a 6 HOUR job. My can cannot even leave the shop unless it gets towed at this point and because my car is my source of income I am not able to afford to have it towed to another shop, and the longer it is there without being fixed the less likely I'm going to be able to pay for them to fix it! During this whole ordeal there has been no communication from the shop to me unless I called them, it is highly upsetting that it is not done yet

  Business Response

  Date: 06/16/2025

  This letter is in response to the complaint from ******* *****, #********.            We regret
  that Ms. ***** experienced an extended wait for her vehicle repair. The manager
  at the location explained that staffing shortages contributed to the delay.
  However, the vehicle was completed this past weekend, and Ms. ***** has since
  taken possession of it. A formal complaint regarding this matter has been
  filed, and the location is actively working to address the staffing issues to
  help ensure similar delays do not occur in the future.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 06/16/2025

  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 took our car into Monro in the middle of March for a control arm bushing to be replaced. When I arrived with the bushing I purchased the employee assigned to my vehicle had cut a removed the wrong side. I needed a vehicle so I chopped it as mistakes happen a bought the part. The employee then started negotiating on his personal phone pricing to cover the mistake. I later discovered there was documentation regarding the repair or work done despite having paid and having only a receipt from Monro. Monro sent my keys home with the wrong person for a week that also had my house key jeopardizing my families safety especially since our personal information is in the vehicle and was left unlocked with the hood unlatched for a week sitting in the parking lot for anyone to steal literally anything in or on my car in a highly populated city with higher crime rates. I would call everyday several times a day and the phone was never picked up. I was blatantly like to by all but 3 employees. The regional manager scheduled a face meet at the location the car was at. I show up and was stood up. When I called brad I was then again lied to when I was told he was not in the area and unfortunately couldn't make it despite being 15 minutes up the road at the Walnut Location. On the 14th I was notified the vehicle was ready. On arrival paperwork was not processed I made it 8 miles before a warning message displayed on the dash telling me the car is overheating safely pulling over and stop driving immediately. I work 12 hours a day 6-7 days a week at an avg of $28 an hour.  Monro has not only failed properly repairing the car, failure to document their work, they have cost me $4,000 in wages. I have paystubs backing this claim going back as far as 6 months. I am now over $6,000 in the deficit for the incompetence and lies between unsuccessful repairs and wages. I am a full time ******** driver my job has tiers of employment. I was at the highest rank and this was lost because I couldn't maintain my quota and now have lost my ability to work freely due to this costing me my job. So no I'm not satisfied with my experience and services received. 
  Regards,
  ******* *****

  Business Response

  Date: 06/17/2025

  This letter is in response to the complaint from ******* *****, #********.            We
  apologize for the extended time it took to complete service on Ms. *****'s
  vehicle. While we understand the inconvenience this may have caused, we do not
  offer compensation for lost time. We recognize that this situation was
  unfortunate, and please be assured that the matter is being addressed
  internally at the shop.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:06/09/2025

  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.

  On June 8, 2025, I visited a Mr. Tire in Brockport, NY location with a prepaid $130 ******* for a 4-wheel alignment and tire balancing. The technician, Tyler, refused to honor the ******* and pressured me into paying him $80 directly through Cash App, claiming I could still get refunded for the ******* afterward. That turned out to be false, ******* does not refund once service is rendered outside their platform. I now have an unused $130 ******* and proof of the $80 payment.
  
  Tyler also told me that my lug bolts and lug nuts were damaged, and that the lug nuts were stripped. He claimed that he put them back on, and also told me that lug nuts must be replaced every time a wheel is removed, a claim I know is completely false. After having the vehicle inspected by a reputable mechanic, I was told that both the lug bolts and lug nuts are completely fine, and no replacement was necessary. This raises serious concerns false mechanical claims.
  
  Tyler also told me that my car did not need an alignment but provided no documentation to support this. I received no alignment readings or report, which is standard procedure at reputable shops. He also stated management allows him on Sundays to work on friends and family cars under the table.
  
  I submitted a formal complaint through Monro’s website the next morning (June 9), then called corporate. The rep hung up on me. I submitted another written complaint and called again, only to be hung up on a second time. No follow-up has been provided.
  
  The alignment was not done, with no documentation saying it did or didn’t need it. I am requesting a full refund of $210 total, the $80 paid to the tech and the $130 lost on the *******. I have all supporting documentation, including the Cash App receipt and active ******* voucher. I would like a full $210 refund. If you have questions, please contact me. I would also like to address, there is minor other details, but with character limit I cannot state all details.

  Business Response

  Date: 06/10/2025

  This letter is in response to the complaint from ****** **********, #********.            We
  apologize that Mr. ********** was misled by the staff at our Brockport location.  We are unable to refund Mr. ********** the amount
  that he paid to Tyler on Cash App due to this not being paid to our company and
  was a transaction between him and Tyler. 
  As for the ******* refund of services that were not rendered, we ask
  that ****** put in a refund request claim with ******* and provide that claim
  number and we can then escalate it with the higher ups with ******* to ensure
  that they refund Mr. ********** what he paid them.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 06/10/2025

  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.
  Thank you for your response. However, I must respectfully disagree with the attempt to avoid responsibility for the Cash App payment made to Tyler.At the time of the transaction, Tyler was acting as an employee and representative of your Brockport location. I was misled by staff into believing this was a legitimate business transaction, and I paid him under that assumption. Whether the funds were transferred through Cash App or another method is irrelevant, your staff solicited and accepted payment outside of standard company protocol, which is a failure of internal controls and ultimately the responsibility of Monro Inc.Additionally, ******* has denied my refund request, stating the sale is final. Since the services were never rendered and the transaction was misrepresented by your staff, I am owed a full refund either by your company or by Monro’s escalation to ******* on my behalf.I expect this matter to be resolved promptly by:Refunding the Cash App payment, orEscalating the ******* denial as you offered—but with urgency, since I have already attempted this route and been rejected.If this is not resolved, I will be pursuing further action, including filing a complaint with the New York State Attorney General’s office for deceptive business practices.Thank you,******

  Business Response

  Date: 06/12/2025

  This letter is in response to the complaint from ****** **********, #********.            There is nothing
  further we can do regarding an agreement the guest had with the technician he
  paid through cash app for service.  There
  is no invoice of services being rendered at our location.  Once Mr. ********** can provide a claim
  number with ******* we can assist with getting him refunded for services that were
  not rendered from our shop.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.