Business Profile

Auto Repairs

Monro, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

896 total complaints in the last 3 years.
360 complaints closed in the last 12 months.

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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:06/01/2025
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 December 8, 2024, I brought my vehicle to Tire Choice Auto Services Center at 1128 Cedar Road, Chesapeake, VA, for rear rotor and full brake pad replacement. After inspection, your employee, T. J****, advised that all brake pads needed replacement. I agreed to replace all pads, but only the rear brake pads were serviced. The front pads, which were supposed to be replaced, were left untouched.

On February 23, 2025, I was forced to stop at another mechanic due to grinding noises. That shop confirmed the front brake pads were never replaced and had caused damage to my rotors and potentially my caliper. They stated a proper inspection on December 8 would have clearly indicated the front pads needed replacement.

Your receipt contains discrepancies: (1) it reflects rear pad replacement only, not the full service agreed upon; (2) it falsely claims I declined services I was never offered; (3) it shows a digital signature I did not personally provide, and I was not shown the agreement terms.

Due to your facility’s negligence, I incurred additional costs including front brake and rotor replacement, a system flush, **** transportation, and future repairs. I also lost time as a licensed attorney addressing this matter.

I am seeking $3,645.70 in compensation, broken down as follows: $625.04 for actual repair costs, $1,500 for anticipated future repairs, $661.13 refund for negligent work, $84.53 for ****, and $775 for legal fees.

I am a licensed attorney and fully prepared to file suit if this matter is not resolved promptly. Documentation including receipts, a mechanic’s report, and **** records are included with this request.
Business Response
Date: 06/03/2025

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

            We have reviewed Ms.
*******’s complaint along with the documentation she has provided, as well as
our internal records and service invoice.
According to our
records, Ms. ******* contacted our store through our call center and scheduled
an appointment, which was documented as being for “brake caliper repair on a
2013 Hyundai Elantra.” There was no indication in the appointment notes that
she specified whether the issue pertained to the front or rear brakes.
Upon her arrival, our
technician conducted a courtesy inspection of the vehicle and found that all
brakes needed replacement. In addition, the technician noted that the two front
tires had significantly low tread and recommended replacement. These findings
and recommendations were communicated to Ms. ******* prior to any work being
performed.
Ms. *******
instructed our team to prioritize the caliper and brake pad replacement on the rear of the vehicle, based on the condition of the rear pads. She provided
authorization for this service, and it was performed accordingly.
Regarding the
electronic signature Ms. ******* disputes, we would like to clarify that our
payment process requires a signature on the touchscreen at the time of payment
for all credit card transactions. This is a standard industry practice and is
completed by the cardholder at the time of sale via the payment terminal.
Based on the above,
we will not be offering a refund. Furthermore, we do not provide compensation
for lost time as requested in Ms. *******’s demand letter.
We regret that Ms.
******* is dissatisfied with her experience, but we stand by the services
provided and the process followed during her visit.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Customer Answer
Date: 06/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Below is my response to the business, which clearly outlines why this response is unacceptable.  Dear Ms. G*******,I remain dissatisfied with both the substance and conclusions of your reply.Your letter fails to acknowledge the core issue of negligent repairs, which has been the basis of my complaint. I requested a full brake repair, not a partial one. The claim that I only asked for repairs on the rear brakes is not accurate. While your internal records may reflect otherwise, they do not capture the entirety of what was communicated during the appointment and do not justify the incomplete service that was ultimately performed.Furthermore, the evidence provided in your response does not demonstrate that I requested only rear brake repairs. There is no clear or documented confirmation from me indicating that the scope of service was to be limited to the rear brakes. Instead, your response relies on generalized appointment notes and internal records that omit key details and fail to reflect my full request. These records are incomplete and lack the kind of specificity necessary to support the conclusion you’ve drawn.You are correct that I did not arrive knowing that I needed brake repairs. Your team’s own inspection found that all brakes needed replacement. Once I learned of this, I requested all brake pads be replaced, yet only partial work was completed. I was not adequately informed as to why the front brakes—despite being in similarly poor condition—were not addressed. The decision to perform only part of the work was neither fully explained nor consistent with what I had requested.Additionally, your reliance on documentation of prior conversation that mischaracterizes the interaction is troubling. These records constitute hearsay and do not offer a reliable or accurate account of the discussion or authorizations given at the time of service. Again, an onsite camera with audio recording would reflect that I requested all brake pads repair.  I also take issue with the assertion that a touchscreen signature provided during payment constitutes informed consent for services that were incomplete and misaligned with my original request. When employee T. J**** told me that I needed all brake pads replaced, and I agreed to such, this constituted a valid binding contract.  I request that Monro reconsider its position in light of the negligent and incomplete service, as well as the discrepancies in the records. Again, I am a licensed attorney and do intend to file a lawsuit if a resolution is not reached. Reaching a settlement prior to suit would be both fair and efficient for both parties. Sincerely,
********* *******
Business Response
Date: 06/05/2025
This letter is in response to the complaint from ********* *******, #********.            We regret that Ms. *******
is dissatisfied with her experience, but we stand by the services provided and
the process followed during her visit.
She may proceed how she deems necessary. As this is the second time Ms. ******* has
mentioned a law suit against our company I would have nothing further to add
and our legal department will respond to her suit. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/31/2025
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.
On 4/21/25 I had brought my car to Monro after speaking with the store manager the day prior, to help with a leak around the flex pipe of my 2017 ***** *******. The area was welded that day but the car ended up with a worsening break and leak within the exhaust system/catalytic converter/manifold. On 5/10/25 (approximately), the car was brought back to Monro to inspect the issue further and I was told that further work was needed on the exhaust system, quoted $1200.00 for parts and labor. I found a mechanic that looked over the car diagnostically and found several areas that appeared "cob-jobbed" from the mechanics at Monro- There was a crack in the catalytic converter, and the cat. converter wasn't even attached at the engine!!! I had to find a mechanic to do the job correctly and who charged less. I have the (now) old engine pieces, pictures, and the testimony of the mechanic that had fixed my car, that there were issues that were done from the techs/mechanics at Monro. Basically, they tried to "cob-job" the exhaust system, poorly diagnosed it, and charged me $518.00 to put putty around my flex pipe!
Business Response
Date: 06/03/2025
This letter is in response to the complaint from **** ******,
#********. We apologize
that Ms. ****** does not feel that the services we provided were completed
properly. I would ask that Ms. ******
please provide a copy of our invoice of service along with the paid invoice
from the mechanic she had work on the vehicle and we can review the
documentation at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/03/2025
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:05/30/2025
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 went to the Bettendorf location off of Devils Glenn on May 10th, 2025 at approximately 0930 for an oil change. When checking in for the oil change I s****d the woman working the lobby my coupon (she did not put the coupon in the system). Once the oil change was completed, I asked if the tires had been rotated as that is part of the oil change and she stated "yes, but if it was not done I can come back and it will be done". I went to my vehicle and immediately upon starting my vehicle I immediately noticed the tires had not been rotated (the rear driver side tire was at 29 pounds when I dropped the vehicle off and it was at the same location and the same 29 pounds). I went back in and the female working in the lobby immediately upon seeing me come back in disappeared to the garage and ignored me. I had to go to the 53rd location in Davenport and they rotated the tires and found 2 screws in my tires (one in the tire at 29 pounds and another in a separate tire). I called the corporate office on May 12th to discuss the issues and was told the district manager would call me that morning (never happened and still hasn't happened). I have attempted to reach out via the email listed on the BBB website for Car X and it bounces back.
Business Response
Date: 06/03/2025
This letter is in response to the complaint from ******* ****, #********.            We apologize
that the original location that ******* went to for service in Bettendorf did
not do the complimentary tire rotation that is offered with our oil change
services and that she had to take her vehicle to a second shop to find out that
she had screws in them.   I do not see
that there is a formal complaint filed on behalf of Ms. **** regarding her experience
I will file that complaint so that this can be addressed at the Bettendorf
location. Also, I will be refunding the
$52.68 that Ms. **** paid for the tire repair that the second shop did on the
vehicle due to this being something that was caught by the first shop that did
the oil change on the vehicle.             The refund
will be processed on June 5, 2025, back to the ********** that Ms. **** paid
with and will reflect between 3-5 business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/03/2025
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:05/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Monro Auto Service and Tire Centers and requesting a refund of $382.56 due to multiple unresolved and unprofessional services received

1. TPMS Service – Misleading and Incomplete
I clearly explained to the staff that I needed to fix my TPMS sensor issue and asked whether they had the correct tool. They told me they did. However, after installation, they simply told me to drive the vehicle and wait for the system to relearn, which is technically incorrect. My ***** ***** does not support auto-relearn; TPMS IDs must be manually entered using tools like **********. This shows the shop did no diagnostic verification and lacked technical understanding.

2. Wheel Alignment – No Report, Steering Still Off-Center
I paid for an alignment service but was refused an alignment report because their "printer was not working." I was told nothing else. After pickup, I found the steering wheel was still noticeably off-center. There is no proof alignment was performed, and no road test or explanation was given. This lack of transparency is unacceptable.

3. State Inspection – Brake System Misdiagnosis
They failed my vehicle for inspection, claiming the brakes were nearly worn out. I am a manufacturing engineer, modify my own cars, and participate in amateur racing. Before bringing the vehicle in, I inspected the brakes:

Front pads: ~50% remaining

Rear pads: ~30%

Rotors: no damage or warping

Despite this, Monro provided a quote of over $2,400 to replace all four rotors, brake pads, and flush the brake fluid—an unnecessary and misleading upsell attempt.

I have documentation and photo evidence of the TPMS system, brake pad thickness, and the misaligned steering wheel. I’m extremely disappointed in the lack of professionalism, technical understanding, and transparency.

I am requesting a full refund of $382.56, that Monro cooperates with my bank’s chargeback investigation, and that the company evaluates the competency and integrity of its staff.
Business Response
Date: 06/03/2025
This letter is in response to the complaint from *** ****, #********. We apologize
that *** **** did not have a more pleasant experience at one of our locations
when going in for service. Unfortunately,
there would be nothing we can do regarding this matter at this time due to
there being an open charge back dispute with the bank and our company. We will respond to that accordingly however
we are unable to interfere with that process.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/29/2025
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.
Had an appt for inspection 5/29/25 at 2p at Monro in Poughkeepsie I went there and was told the inspector left for the day. I told
Them I had an appt and the manager Zach said he had no record of my appt I showed him the email and he went back to saying inspector left for the day. Why was I able to make an appt ? Why was my appt not honored?
Business Response
Date: 06/03/2025
This letter is in response to the complaint from * *********,
#********. We apologize
that our location in Poughkeepsie did not honor the online appointment you made
to have services performed on your vehicle and were not straight forward with
you regarding the matter when you questioned them. I have filed a formal complaint regarding
this matter on your behalf and we are making sure that this matter has been
addressed. I can offer a service
certificate for the inconvenience of the shop not honoring your appointment. The service credit will be in the amount of
$25 and can be used at anyone of our locations.
This credit is valid for up to one year and can be used toward your next
service. It will be mailed out to the
address that has been provided here to the BBB.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/29/2025
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 8/11/24 I purchased 2 off road tires paid $1084.17 with balance and wheel alignment in 9 months the tires are bald on the outside I went in and they said it’s due to no wheel alignment done now I am billed $860.90 for another 2 more tires wheel alignment and balance but now with the tires gone bad I have to worry about worn out or loose ball joints, tie rods or control arms loose, bad wheel bearing faulty or worn out due to no wheel alignment they were supposed to do on the new tires no tire warranty on the 1st tires I purchased
Business Response
Date: 06/03/2025
This letter is in response to the complaint from ****** *******, #********.            I apologize
that our location did not prorate the tires that Ms. ******* needed to be
replaced on her vehicle. I do see that
an alignment was done on the vehicle in August of 2024 a few days prior to the
tires being installed on the vehicle therefore the tires that needed to be
replaced on May 17, 2025, should have been prorated due to the tech stating
that it was because an alignment had not been done on the vehicle when the
tires were installed on the vehicle.            The
prorated amount that we owe to Ms. ******* due to her only getting a total of
13,766 miles out the tire is $722.62 in total which is $338.43 for each tire
plus tax. The $722.62 will be refunded to
the **** card Ms. ******* paid with on June 5, 2025, and can take 3-5 business
days to reflect to the card.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Business Response
Date: 06/03/2025
This letter is in response to the complaint from ****** *******, #********.            I apologize
that our location did not prorate the tires that Ms. ******* needed to be
replaced on her vehicle. I do see that
an alignment was done on the vehicle in August of 2024 a few days prior to the
tires being installed on the vehicle therefore the tires that needed to be
replaced on May 17, 2025, should have been prorated due to the tech stating
that it was because an alignment had not been done on the vehicle when the
tires were installed on the vehicle.            The
prorated amount that we owe to Ms. ******* due to her only getting a total of
13,766 miles out the tire is $722.62 in total which is $338.43 for each tire
plus tax. The $722.62 will be refunded to
the **** card Ms. ******* paid with on June 5, 2025, and can take 3-5 business
days to reflect to the card.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
What about being billed for 2 more new tires in May 2025 for $860.90 I asked for a refund to the mechanic because I never received their tires

Regards,

****** *******
Customer Answer
Date: 06/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
What about being billed for 2 more new tires in May 2025 for $860.90 I asked for a refund to the mechanic because I never received their tires

Regards,

****** *******
Business Response
Date: 06/16/2025
This letter is in response to the complaint from ****** *******, #********.            The
refund covers the prorated amount of the tires due to Ms. ******* having use of
the tires as I stated in my previous response the refund $722.62 reflects the
use that Ms. ******* had received out of the tires prior to them wearing
out. There would be no further refund
offered.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Business Response
Date: 06/16/2025
This letter is in response to the complaint from ****** *******, #********.            The
refund covers the prorated amount of the tires due to Ms. ******* having use of
the tires as I stated in my previous response the refund $722.62 reflects the
use that Ms. ******* had received out of the tires prior to them wearing
out. There would be no further refund
offered.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/29/2025
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 visited this location on May 15, 2025 for an oil change and tire rotation, hours after leaving their shop as I was driving on the bishop Expressway my driver side front tire started popping and bouncing and making it difficult for me to drive I had to exit the expressway as soon as I exited the expressway the tire broke completely off of my vehicle, causing Thousands of dollars worth of damages to the vehicle. Upon returning back to that location the following morning, May 16, 2025 I explained to the store manager Andrew what had happened I showed him my receipt from the previous day from the service and the work that they had provided and he explained that the mechanic that did my work the day had put another employee‘s name on the paperwork, leaving me to believe that this was done intentionally and may even be racially motivated. Now their insurance ********* insurance it’s not trying to rightfully compensate me for my vehicle. They have deemed my vehicle totaled out total loss, but it’s not trying to pay me the value of my vehicle before the damages that they cost to the vehicle. I also have video of the manager stating that the mechanic had already put another mechanics name on my paperwork, the day of my service, which supports that this may have been intentionally done. I also have video of that every lug on my vehicle was loose and was not properly tightened by that same mechanic. I also have the manager on video stating that this is not my first time at their shop that my car was in good condition whenI brought it into the shop.
Business Response
Date: 06/03/2025
This letter is in response to the complaint from ******* *******, #********. We
apologize that Ms. ******* is unhappy with our insurance companies’ valuation
of the vehicle however we are unable to overturn the decision that ********* has made toward any claim. If Ms.
******* is not satisfied this is something she will need to take up with ********* Insurance.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I understand that ********* Insurance handles the claim for the vehicle, however ********* Insurance have nothing to do with my complaint against Monro’s employee who has done what appears to be intentional attack against the safety of myself and my children. I have video footage of the store manager Andrew stating that the mechanic who serviced my vehicle put other employees names on my paperwork instead of his own I also have video footage showing all of the lugs on every tire of my vehicle was loose putting me and my children’s life in danger, by this employees heinous act of covering his tracks by putting someone else’s name on my paperwork leaves us to believe this was intentional, harmful and very disturbing.
******* *******
Business Response
Date: 06/05/2025
This letter is in response to the complaint from ******* *******, #********. We
apologize that Ms. ******* feels the use of another individual’s name on the
invoice following service on her vehicle was a personal slight against her and
her family. Please be assured that a formal complaint has been filed, and the
management team responsible for that location will be addressing the matter
directly with the staff involved.At this time, there is nothing
further Guest Services can do regarding this issue. We appreciate Ms. *******
bringing this to our attention and trust that the local management will handle
it appropriately.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On may 10th 2025 I brought my vehicle to Monroe Auto for an alignment . The mechanic stated that my inner tie-rods were missing clamps and, it would be 120 for the labor and 90 dollars for the part. I explained to him my car inner tie-rods do not have clamps and were just put on. The mechanic then told me that he will do the best he can to get it properly aligned. About an hour later the mechanic drove my car out of the garage to do a “test drive” . When coming back my car sounded like it was dragging something and then 20 more minutes went by. He came back out from the garage and said there was another problem and that the lower ball joint came out , and I would have to pay about 320 for parts and labor. I explained i wasn't paying that. I then had to pay someone to tow my vehicle back from Johnstown to my house. Because I felt like the mechanic either didn’t know what he was doing and damage my car or he was trying to scam me into purchasing unnecessary parts and labor .I sent my fiancé to get my car, The mechanic explain to him in order to get a invoice printed out, He would have to sign the keypad, after he signed the keypad, the mechanic went over to the printer and wrote something on the paper. he then handed him the invoice. He asked the mechanic why after he already signed it, he wrote that “Monroe was not responsible for the condition.” The mechanic unexplained to him, The reason why he had to do that was because his manager informed him he had to make sure that was put down. My vehicle maintenance is well maintained I only brought my car to be aligned because I purchased 2 new tires and had my tie-rods ,brakes, rotors and wheel bearings recently done due to me taking my car on a road trip to Florida for vacation which was planned for the following day. I feel like the mechanic was trying to scam me into paying for unnecessary parts and labor that were not needed and caused damage to my vehicle, making it non drivable.
Business Response
Date: 06/03/2025
This letter is in response to the complaint from ****** ****,
#********. We apologize
Ms. **** had such a disappointing experience at our location I have filed a
claim regarding the damage that Ms. **** is alleging happened to her vehicle
while it was in for service. We ask
that Ms. **** please provide 48-72 hours for the claims department to reach out
regarding this matter as they are a small department. The phone number to reach out to Claims is
###-###-#### Option 5.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally dispute a charge of $419.17 made to my credit card by Tire Choice on May 28th, 2025, which I believe was unauthorized and obtained under pressure.

I initially visited Tire Choice for a general inspection. After their assessment, a staff member informed me that my brake calipers were seized. I was then quoted a price of approximately $419.17 for the necessary repair. I explicitly declined the service and made it clear that I did not authorize the repair at that time.

Despite my refusal, I was told by the staff that I could not leave with my vehicle unless I allowed them to perform the repair. They claimed they would be “liable” if I drove off, and this created a high-pressure situation in which I felt I had no reasonable choice but to comply. Ultimately, I was charged $419.17, far above the original quoted cost, and without my express consent to proceed.
Business Response
Date: 06/02/2025
This letter is in response to the complaint from ******** ********,
#********.            Mr.
******** brought his vehicle to the shop and at that time the wheel was smoking
the technician looked over the vehicle and found that the caliper had seized
and recommended that the guest replace the caliper.   The guest agreed to this service when
speaking face to face with the counter personnel. They at that time ordered the part and
installed the new caliper on the vehicle Mr. ******** called the store later
and stated that he no longer wanted the caliper to be done on his vehicle and
that his mechanic would do it cheaper.
By that point the work had already been performed due to it already
being approved and the caliper that was taken off the vehicle could not be put
back on due to how badly it had seized on the vehicle.   There was no pressure put on the guest to
have the services performed on his vehicle and he was given the pricing up
front for which he agreed.             We would
not be offering a refund of the caliper service that Mr. ******** approved.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/02/2025
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.

The information presented was not accurate to the events that transpired on that day. No call was made and there was no written signature documenting that I was allowing the service to go through. I had declined the service and was told that the service could not be declined due to the store being held liable. After researching this particular Tire Choice location I have found that there are other customers who have faced these similar complaints. These sales tactics are incredibly deceptive and border on illegal activity in part of the company. To reiterate, no written agreement was made allowing the service to follow through and when I had declined the service, my car was held “hostage” by the facility.

Regards,
******** ********
Business Response
Date: 06/05/2025
This letter is in response to the complaint from ******** ********, #********.            Mr.
******** brought his vehicle to our shop with a concern regarding smoke coming
from one of the wheels. Upon inspection, the technician determined that the
brake caliper had seized and recommended replacement. Mr. ******** spoke
directly with our counter personnel, agreed to the recommended service, and
approved the caliper replacement at that time.The part was ordered, and the repair was completed based on
that approval. Later, Mr. ******** contacted the store and stated he no longer
wanted the caliper replaced, as his personal mechanic could perform the repair
at a lower cost. However, by that point, the service had already been
completed, and the original caliper—due to the extent of the damage and
seizing—could not be reinstalled.At no time was pressure applied to have the work done, and
pricing was clearly communicated and agreed to before any service was
performed.We stand by our original decision, and no refund will be
issued for the caliper replacement service that was authorized and completed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/28/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son went to Tire Warehouse to have his tires replaced. When he received the car back the left hand passenger side panel was damaged with a dent and white scrape. We contacted the manager, Jovana, who gave us the contact information for the corporate office. We did notice that the left hand trim of the garage door bay was broken off, as visible in the attached photograph. We had one phone call regarding the incident when they asked for photos of the damage and the estimated cost to repair. We emailed the information to ************************. It has been well over a month with no follow up from the corporate office in regards to this matter. My son is in the Navy and was home on leave to collect his car before heading to his next duty station. This is the last thing our military service members need when they should be focused on their job defending our country. Cost of repairs was about $2000 for this. We would like repair costs covered.
Business Response
Date: 06/02/2025
This letter is in response to the complaint from ******** ******, #********.            We
apologize that Ms. ****** did not have a better experience when bringing her
vehicle to our location to have services done, along with the guest services
department and their lack of communication regarding this matter.   I have sent Ms. ******’s contact information
and the documentation from the outside shop over to our risk management department
who will address the claim of damage to Ms. ******’s vehicle. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 06/02/2025
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.  While they have committed to bringing this issue to their risk management team for review, there was no specific resolution offered for this case. I would like this to remain open and active until a specific actionable response is received from Monro to close out this incident. We have already submitted our information to the risk management team at the time that we reported the incident and they have failed to respond. This is now their second opportunity to follow through on this issue.

Regards,
******** ******
Business Response
Date: 06/05/2025
This letter is in response to the complaint from ******** ******, #********.            The case Ms.
****** has inquired about is in the hands of our insurance company currently.   The case is under Jacob Briggs with his
contact information due to his name being on our invoice of service.   ********* case number is *******, and the contact person is ******* with a phone number
of ###-###-####. There is nothing
further guest services can do regarding this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

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Monro, Inc. is NOT a BBB Accredited Business.