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.

  10 Saratoga Rd. Glenville, NY 12302

• 

  Monro, Inc.

  1550 Central Ave Albany, NY 12205-5049

• 

  Monro, Inc.

  5598 Camp Rd Hamburg, NY 14075

• 

  Monro, Inc.

  3240 Chili Ave. Rochester, NY 14624

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:08/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/16/23 I called the location in Overland, MO to see if they had 225/65R17 to put on my vehicle. They confirmed and we brought it in. We left and began our 3.5 hour drive home. Shortly into the drive the check engine light came on, the vsa light, the tpms light and a triangle with an exclamation point. Quickly the car started shaking and then would not let me go over 40 mph. I pulled over, shut the car off and turned it back on and the lights went away. Drove for 10 minutes and it started doing it again. Pulled over and shut it off, and same thing, no lights. This continued for the remaining 190 mile drive. I get it checked to find out that they put the wrong size tire on the vehicle. They put 225/60R17. I call this location and talked to Nick. He said he would have the district manage call me. I wait and I call Nick again, he said he left a message for the district manager. I wait a few more hours and call Nick, he gives me a 1-800 number. I call the 1-800 number and speak to Lorraine. She is apologetic and tells me to have a shop replace the tires and see if any damage was done to the vehicle, they will reimburse us for the tires we purchased from them as well as cover any damage it would have done. She gives me a reference number to email the docs. This was on 7/28/23. I take the car in on 8/3/23 I send in the docs requested. I don't hear anything from them for a day so I call the 1-800 number and leave a message. She calls me back and says they will reimburse me ONLY for the tires that were put on, not for the tires I purchased from them. The tires that were put on were $200 less. She tells me the district manager will be contacting me (8/7/23) to discuss it as well as getting the tires back. On (8/10/23) I send them an email. I get no response. I send another email the following day again get no response. It is now 8/16/23 and I still have not received any response from them. No reply to my email, no phone call or voicemail. Nothing.

  Business Response

  Date: 08/24/2023

  This letter is in response to the complaint from **** ********, #********.            We
  apologize that no one has responded to emails that you have sent regarding your
  Tires.   I do see in our system that we
  have processed a refund for the tires that Mr. ******** paid to our shop in the
  amount of $940.57.  This was refunded
  back to the guests ********** on or around August 17, 2023.              Unfortunately,
  we can only request that a district manager reach out to a guest regarding a
  matter and can not demand that they do so. 
  This matter was rectified here at customer service by refunding Mr.
  ******** the amount that he paid our company for the incorrect size tires that
  were installed onto the vehicle.   If
  there are other concerns with the vehicle related to this issue, we would be
  able to address them a different way.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 08/26/2023

  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:08/07/2023

  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.

  Went into the shop to get my ***** ******* fixed. because It had outer inner wear on my tires as seen in the pictures. uploaded in the folder. I dropped my car off Wednesday night on the 12th of Apr and they looked at the car at 8 am the next morning to tell me what was wrong with my car. So i head up there to make a payment of 1500. And i especially ask Alex if this was the problem because i was tired of taking my car into the shop for suspension repairs in the rear. She told me the car needed lateral arms and struts which i didn't know why because the struts where also done. a couple of months before back. ok so i approved all the repairs needed to be done with this vehicle so it will stop wearing on my back tires and i could use them a couple months before winter comes and i can get all 4 new tires. So a couple weeks later my car starts doing the same thing and wears my left drive rear tire to the point where there is a wire sticking out of the tire and i had the car towed to monroe friday on the 4th of August. So didnt hear back from them, so i gave them a call on monday the 7th and she proceeds to tell me it needs alot of more work they said. They quoted me another 2500$ to fix the issue when i first came to Monroe. She claims to tell me i needed a rear camber when i already had it done last year. Then proceeds to tell me she told me that i need it when i first got the repair done. If she woulda told me this it would been on the inspection sheet and invoice. and i would of declined the service and bought a different car. Why would i spend 3500 on a car that is 10 years old and needs so much. Mind you the car is only worth 2000-4000$

  Business Response

  Date: 08/10/2023

  This letter is in response to the complaint from ***** ********, #********.            We
  apologize that the services that we have completed on *****’s 2013 Dodge
  ******* on July 13, 2023, did not correct all the concerns with the vehicle and
  that our shop did not completely diagnose all the issues that were going on
  with the vehicle.   I have spoke with our
  director and we will be able to refund ***** the $1,489.14 that he paid to us
  due to this not correcting all the concerns with the vehicle.  If ***** agrees with this determination the
  refund will be processed back to the Easy Pay finance company that Mr. ***** had taken out the loan with to pay for the services.Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 08/11/2023

  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:08/07/2023

  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.

  I attempted to get my brakes fixed with company last month they charged me $1500 upon picking up the car the car had the same problem so I brought it back for a second time. They kept it a week the second time and said they fixed it again and to come pick it up . Upon trying to turn on the car the problem was still present and I asked to speak to the supervisor who was Junior and requested to know exactly what was done to try to fix the problem. He said they didn't do anything just checked the brakes and I asked why was I charged then for new brakes he responds it's not his problem and I need to take it up with the manager. He then refused to let me speak to the manager even after requesting multiple times. So they admitted they haven't done my brakes and charged me but are refusing to give back my money. I asked for any time of written documents that can prove any checks or inspections have been done on the car he says he can't do that . That only the manager can but he won't allow me to speak to him for any resolution.

  Business Response

  Date: 08/09/2023

  This letter is in response to the complaint from ******* ********, #********.            We
  apologize that Ms. ******** is having an issue after our service center
  performed the brake job on their 2016 **** *********  Unfortunately, at this time the manager and
  district managers for this location are not able to be contacted due to
  personal circumstances.   The service
  center did verify that the brake work that the guest paid for was performed on
  the vehicle.   If the guest is still
  having a noise after our services we would ask that they bring the vehicle in
  to any of our locations to have the brakes checked again under warranty or if
  they decide to take the vehicle to another service center to have this issue
  addressed we would ask that they provide a paid invoice of what it took to fix
  the issue and we would be able to review it at that time.Theresa G*******Guest Services ManagerMonro Inc.

  Business Response

  Date: 08/24/2023

  August 24, 2023
  
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY 14228
  
  This letter is in response to the complaint from Claudia
  ********, #20435004.
  
              Thank you
  for providing the documentation from Meineke we will be refunding the $1,413.36
  that was paid to our shop for the work that did not correct the vehicles
  concerns.   This will be refunded back to
  the guests American Express Card that paid for the service at our shop on July
  12, 2023.  This will be refunded on
  Monday August 28, 2023, and should be on that card within 3-5 business days.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer Answer

  Date: 08/25/2023

  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:08/07/2023

  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 July 14, 2023, my husband and I took my car in for an oil change and NYS inspection. The manager said my car needed rear brakes and rear tires. I told him to go ahead with the breaks. The tech was just going to take the car for a test drive to ensure the brakes were okay. Once we got the car back, I turned it on. It was making a rumbling noise. My husband told me to turn the car off, and he looked under the hood. We could see there was oil spilled all over the engine. My husband checked the oil level, and it seemed okay, so I started the car again.
  My car was still making a noise, but this time it sounded like it was going to overheat and shut down, making a loud knocking noise. I immediately turned the car off, and my husband got the manager, whose name is Chris S******. The manager confirmed that the engine had seized and told my husband and me the tech took the car up the road to Hannaford and realized he forgot to fill the car with oil and put the oil cap back on. At that point, he only filled the car with 2 quarts of oil when it needed 5. This happened because he was simultaneously doing the oil change and brakes. Monro Muffler uses ********* insurance, and they will only cover half of the cost of my repairs. My car has been at ****** **** *n Plattsburgh since the incident, going on four weeks now, and they will do the repairs for ten thousand dollars. Bailey wants to put a new engine in my car with a 3-year warranty. ********* want to put a used engine in my car for half the cost, 90 thousand miles on it, and a 6-month warranty. This will not make me whole. This was not something I am at fault for, and I should not be held financially responsible for what happened to my car. I will attatch a detailed summary of everything that has happened the last three weeks along with other documents.

  Business Response

  Date: 08/09/2023

  This letter is in response to the complaint from **** ******,
  #********.            My
  department spoke with the guest on July 14, 2023, and due to this being alleged
  damages to the vehicle we sent the information over to our risk management
  department who in turn gets our insurance company ********* involved.   Unfortunately, we are unable to take any
  action regarding this case.   The guest
  would need to speak to ********* if they are not in agreement with the
  settlement that has been offered by them.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:08/06/2023

  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 4/28/23 I brought my 2012 ****** ****** to Monro Auto Service @ 526 Mantua Ave, Woodbury, NJ for replacement of front brake pads .Monro had replaced them twice before and was guaranteed for the life of the car.(parts only not labor). The manager claimed that they don't have a record of previous replacement. The last front brake replacement was several years ago and unfortunately I didn't have receipts. When Monro presented me with a bill i was shocked to see that they also changed the brake rotors without my knowledge. I was presented with a bill of $606.69 . I am a senior on social security and cannot afford such an expense without authorization. I would have taken the car to ****** to get it verified before I spend that amount of money. Myt car was hostege and I was forced to pay for an unauthorized repair in order to get my car back. I complained to Monro main office and a superviser told me that they would check it out with the store manager and get back to me. Several weeks have passed and I haven't received any further reply.

  Business Response

  Date: 08/10/2023

  This letter is in response to the complaint from ******* *******, #********.            Mr. *******
  does have a warranty on his brakes with our company.  The brake pads are lifetime on the part and
  one year on the labor and the rotors would have a one year on the part and the labor.  However, with looking over Mr. *******’s
  invoices from previous years the only pads and rotors that have been installed
  on the vehicle back in 2017 and 2020 were the rear brakes however the brake
  service that Mr. ******* had done on April 28, 2023, were the fronts therefore
  there is no warranty on those parts we have not replaced them before.   I have also attached the invoice from the
  service on April 28, 2023, where Mr. ******* signed the invoice agreeing to the
  services.   If Mr. ******* is having a
  concern with the brakes, we would recommend that he take the vehicle to any one
  of our locations to have them checked out.  Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing my complaint on the Corporate Monro because the actual shop that caused the damages doesn't seem to be listed. But for your information, it was:
  
  108 Trolley Drive
  Bridgeport, WV 26330
  
  [FACT] On about July 27, 2023 I had my vehicle towed to the Monro Auto and Tire in Bridgeport, WV.
  
  [FACT] The vehicle was running when I had it towed, but it was running rough due to clogged catalytic converters (one or both, I don't know) It was established by Ronnie the mechanic that at least one of them was completely clogged.
  
  [FACT] The mechanic drove my vehicle with a clogged Catalytic Converter even after I had it towed for a reason. I expected they would use a dolly and roll it in.
  
  [FACT] The mechanic then had me come to the shop and crank the vehicle and run it with the clogged catalytic converter.
  
  [FACT] The truck run rough for about 30-45 seconds as can be expected with a blocked catalytic converter. But then started making wild noises like something was breaking due to the back pressure caused by the blocked catalytic converter.
  
  [FACT] They had me shut the engine off and reassured me that everything was ok.
  
  [FACT] After a few days of no word, I called them. At this time, they blamed me for blowing the engine in their shop, though they had me running it under their instruction.
  
  [FACT] Their insurance adjuster decided they weren't going to make it right because the vehicle was a 2009 and he called it "normal wear and tear".
  
  To summarize, I brought a vehicle to them with a relatively minor issue (about a $1500 job) and they locked my engine up through incompetency (who knows how much this would cost). It's a total loss in my opinion. And apparently, they can get away with this because they can just write it off as normal wear and tear, though it's obvious what happened.
  
  I am looking at legal options, but the best route financially is to take them to small claims court, if not resolved.
  
  These details are limited due to length.

  Business Response

  Date: 08/09/2023

  This letter is in response to the complaint from ****** *****,
  #********.            I myself
  spoke with Mr. ***** on August 2, 2023, and explained that once a claim is sent
  to our insurance company to be investigated and they have made a determination
  regarding the companies Liability or No Liability there is nothing further we
  are able to do here at corporate to overturn this decision.   I will add the Insurance reports regarding
  this matter in my response below. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.DISCUSSED DENIAL WITH OWNERI ADVISED IF HE WISHES TO PURSUE FURTHER DIAGNOSTIC TESTING,
  HE CAN TOW TOTHE DEALER HOWEVER THAT WOULD BE ON HIM TO PAY FORADVISED APR AND UM REVIEWED- THE ENGINE HAS INTERNAL
  FAILURE WITH OVER200K MILES ON THE VEHCILE- THE SHOP BRINING IT IN THE BAY
  WOULD NOT HAVECAUSED THE DAMAGES IT HAS- THIS IS WEAR AND TEAROWNER BECAME IRATE AND CALLED ME STUPIDADVISED I WILL BE SETTING LAST DAY RENTAL AS THIS IS NOT A
  COVERED LOSSSET UP RENTAL INITALLY AS A COUTESEYAND TIC WILL NOT BE ACCEPTING LIABILITYHE ADVISED HE WILL GET AN ATTNY- DISCONNECTED THE CALLSPOKE WITH THE APRREPLACED CRANK SHAFT POSITION SENSOR BEFORE BRINGING TO
  THE SHOPFAILED ATTEMPT BY OWNER TO FIXCATALYTIC CONVERTERS THAT ARE ON THE VEHCILE ARE ORIGINAL,
  NOTHING WAS TAMPERED WITHNOTHING THE SHOP COULD HAVE DONE TO CAUSEMOTOR HAS INTERNAL DAMAGE AND IS WEAR TEAR

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went in the shop for an alignment once done and I started to drive I noticed my brakes were out. come to find out I had to go somewhere else to replace my brake line and caliber. I want to reimbursement for their negligence after showing them receipts on just getting my brakes and rotors done in May plus what I just got done with my brake hose and caliber they refuse to reimburse me and told me that it was not their fault

  Business Response

  Date: 08/03/2023

  This letter is in response to the complaint from ****** ****,
  #********.            We apologize
  that Ms. **** had this concern with her brakes shortly after having the alignment
  done and having brakes done a few months prior however the work that she is
  stating needs to be done on her vehicle at this time is not something that we 1.
  Touched when we did the brake work on her vehicle and 2. Doing an alignment on
  the vehicle would not affect the brake line or caliper on the vehicle.  We would not be able to honor Ms. ****’s request
  for a refund. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:08/01/2023

  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.

  Went to Monro Auto store#1089 (Cudahy, WI) on 6/7/21 for squeaky when turning wheel right side front. Ben the manager stated I needed new shocks, sway links, mounting plates and wheel alignment. He never showed me the parts were bad during the inspection and quoted a price of $898.18. I paid for the work and was never shown the old parts after hours of sitting in the shop.
  
  I came back several times stating the noise was still there. He would take the car and have a worker drive it around. He would pull it in and say the noise will go away. After several more visits to the shop of him doing the same thing I was overly frustrated.
  
  I went for second opinion in 8/27/21 at different shop and with them just opening the hood turning the wheel they stated the mounting plates were bad. They had me come outside and put hand over part to feel vibration. I had to pay the inspection fee $24.65 and presented the invoice and diagnostic to Ben. I expressed my frustration of continuing to come back and fourth and car still is not fixed correctly.
  
  I contacted Monro corporate office several time to make a complaint and was told someone name Nick would call me. It never happened. Over this time, Ben stated they fixed the issue, but never provided any paperwork.
  
  Finally on 4/17/23 had enough when Ben wanted to charge me $185 to replace the stabilizer link. I called corporate again and the customer service rep called the shop stating the parts were under warranty. Told GM would call and set up appointment. Finally after 10 days with no call from anyone, I call again and the customer service rep schedules my appointment for 4/27/23. The stabilizer link was replaced and I asked for proof that I had in. I paid the labor fee of $20.
  
  The car still made the noise after hours waiting again.
  
  I went to Monro store 1089 5-5-23 & 6-3-23 The manager had it inspected and it was bad strut mounts. Also, ****** installed them wrong! All the work ****** claimed they did needs to be replaced.

  Business Response

  Date: 08/09/2023

  This letter is in response to the complaint from ***** **********, #********.            I have
  asked the district manager to become involved in this matter due to the guest
  needing the vehicle to come into one of our locations to have *****’s concerns
  addressed and the district manager has informed me that the guest will be
  bringing the vehicle in this week to have the shop address the concerns.  We apologize that this has been drawn out for
  the guest this is not the way we like to see customers treated after having
  services performed at any one of our locations.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 08/10/2023

  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. Management contacted me ans my car will be repaired this week.
  
  
  
  Regards,
  
  
  
  ***** **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/01/2023

  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 4/17/2023 I took my 2014 ** ******* in for an oil change/tire rotation, initial customer service was good. On the next day while driving my check engine an oil warning lights came on. Upon arriving home, I noticed oil on my garage floor. I notified Tire choice of the situation, and they said I could bring it back the next day. Which in turn I had to buy oil for the return trip while also having to take time off of work. After returning the vehicle to the store they did make the necessary repairs and the manager on duty was very helpful and apologetic and offered a refund of $154.62 for the trouble and inconvenience and said it would take a few weeks to process. After 4 weeks I made a return call in which the manager at that time was not as understanding or polite, but once again told me they would provide the refund, but it would be another couple of weeks. So once again I waited several weeks before calling only to hear the same story. So, it is now 8/1/2023 with still no refund. I feel that at this point it is no need in contacting them anymore. That is why I'm submitting this complaint at this time.
  fi

  Business Response

  Date: 08/09/2023

  
  
  This letter is in response to the complaint from ****** ******, #********.
  
              I spoke with
  the store regarding the pending refund for the oil change that the guest stated
  needed to be redone due to the oil leaking out and they agreed that there would
  need to be a refund for the service.   We
  are processing this refund for Mr. ****** on August 10, 2023, in the amount of
  $154.62.  This will be refunded back to the
  **** Card Mr. ****** paid with and should reflect to that card within 3-5
  business days dependent on the bank.  We
  apologize that this was not addressed in a timely manner for Mr. ******.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer Answer

  Date: 08/09/2023

  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:08/01/2023

  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.

  1. March 28, 2023: Took ****** ***** to Tire Choice # 1675, at 3590 E. Tropicana for regular Oil change; NV license: ******;
  VIN:***************** Car also needed other work done.
  Ticket: ********** 2. May 6, 2023: Drove to local Walmart and when parking, the Oil light came on. Went into store and out a few minutes later. Started car and Oil light came on again. Tried to drive a few minutes and stopped car. Battery light also came on at that point. Called *** to tow car to Tire Choice on E. Tropicana. Since I had purchased milk, aske driver to drop me at home which was on the way. It was the that we saw all the car oil on the driveway. *** towed car to Tire Choice. Car put on rack and almost all mechanics were looking at underside of car. I went to see and was told there was no oil filter. I heard them asked who did last oil change and they mentioned the mechanic’s name but he was not working that day.
  I told them that all the oil was on the driveway and the Manager said I needed to spread ‘kitty litter’ on it.
  They proceeded to replace the oil filter and added oil to the car. The Manager offered to give me a bag of kitty litter and then offered to follow me home to spread the kitty litter on the driveway. They said I could drive the car home.
  
  I drove the car to church the next day and the engine was very ‘rough’.
  
  On approximately June 13, 2023, I went back to talk to the Manager and he said to bring the car in for another oil changed in August.
  
  I’ve had three (3) business trips in June and July and have not talked to them about this issue since early June.

  Business Response

  Date: 08/02/2023

  This letter is in response to the complaint from ***** *******,
  #********.            We apologize
  that Ms. ******* has had this experience after having an oil change performed
  on her vehicle at our location on Tropicana Avenue in Las Vegas.  I have filed a claim on her behalf due to
  this being a case that would need to be investigated further with our insurance
  company.   Someone form our Insurance company
  will be in contact with Ms. ******* regarding the claim as soon as possible to
  let her know of the next steps that will need to be taken.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their proposed resolution to be contacted by their insurance company is satisfactory to me as the next step in this process. I acknowledge this is only the next step and await final resolution to repairing the car’s damaged engine.
  
  
  
  Regards,
  
  
  
  ***** *******