Business Profile

Auto Repairs

Monro, Inc.

This business is NOT BBB Accredited.

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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

915 total complaints in the last 3 years.
380 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:07/31/2023
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 went to an out of town Monro in Burnahm PA to have my van diagnosed as I was having a problem. Mngr told me my alternator and battery was testing fine but he suspected it was going bad. Long story short, $2,140.07 later, I phoned Monro on my way home and told them the problem was NOT fixed. My husband informed me that I paid enormous markups for the parts as well . I took it to my local and regular mechanic and was told the problem was a corroded battery connection costing about $211.00 Thats all that was wrong with my vehicle. I feel completely taken advantage of because I am a woman and was vulnerable in that I was a hundred miles away from my home. I contacted Monro corporate and e mailed supporting documents including the one from my regular mechanic. I was later told that they would refund the entire invoice in the amount of $2140.00 my husband heard the number and I was delighted and told them it was the right thing for them to do. Time went by so I called again and was told a check for $2100. 00 was cut on 7/3. I thought it odd that the amount changed and once again my husband heard the call as we were on speaker. When the check arrived it was for the invoice for the $211.00 invoice from my regular mechanic.
Business Response
Date: 08/02/2023
This letter is in response to the complaint from ***** *******, #********.            Ms. *******
spoke with a representative here at guest services and it was explained at the
time the refund was being processed that we would be refunding the cost of what
it took to fix the vehicle which was $211.25 we would not be refunding the bill
with our company due to the services were performed and she still has our parts
on her vehicle. The Alternator and other
services were needed on her vehicle we would not owe the guest $2,140.07. We owe what the guest paid to correct the issue
in the amount of $211.25.   The guest
contacted us back and stated that she will not be cashing the check and will go
to the BBB.   She also stated that she felt
that the services she paid for were marked up and she was offered a price match
for the services at that time however the 30 day time frame for a price match
has now passed and we would be unable to honor that offer any longer.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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In addition I feel the work performed wasn’t necessary as it was later revealed that it was simply a loose and corroded battery terminal connection. The parts were admittedly purchased from **** **** and I have provided a cost receipt for all the parts from **** ****. I feel like I was taken advantage of because I am a woman. The difference is actually $540.00 and I already have a check for $211.00 and that would satisfy the work done locally. I will accept an additional $540.00 to close the matter
Regards,

***** *******
Business Response
Date: 08/14/2023
=This letter is in response to the complaint from ***** *******, #********.            We would be
unable to offer any further refund to Ms. *******. We have refunded her as stated in the previous
response, the cost of the repair being done at the outside shop.   We would not be able to accept the price comparison
from **** **** due to this being a part supplier their prices would be
different from what a full-service shop charges for the parts and services to
be performed. And we would be unable to
accept a price match for the services that were performed at this time due to
prices varying from month to month the specials that a shop could have this
month would be different from whey Ms. ******* had services performed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:07/30/2023
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.
Dear Tire Choice Management,

I hope this letter finds you well. I am writing to express my grave concern and disappointment over a recent experience I had at your establishment, located at 255 E. Town Center Blvd, Orlando, FL.

On the 6th of July, 2023, I entrusted my vehicle to your team to replace a rear wheel bearing. For this service, I was charged a significant amount of $645.60. Trusting the integrity of your service, I drove my family back to Cocoa Beach, assuming the issue had been adequately resolved.

Regrettably, the very same wheel began to exhibit symptoms of failure again, in the form of loud noises and notable shaking. Alarmed by this, I sought the expertise of another professional mechanic at *******'s Automotive. There, it was confirmed that the bearing was incorrectly installed by your team. I was told that this not only posed a major risk for a potential accident but also could have led to further significant damage to my vehicle. Given the immediate danger posed, I was forced to pay for the service to be redone correctly.

I must express my profound dissatisfaction with the level of service provided by your establishment. It is distressing to not only have my safety compromised but also to have had to pay for the same service twice.

Therefore, I am left with no alternative but to request a full refund of the $645.60 that was charged by your establishment. I believe that this is a fair and just resolution to this unfortunate experience. I hope that this matter can be resolved amicably and swiftly to restore my faith in your business.

Thank you for your immediate attention to this matter. I anticipate a prompt and fair resolution.
Business Response
Date: 08/03/2023

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

I have reviewed
the documentation that has been provided regarding the wheel bearing that was
installed incorrectly and ******* had to take the vehicle to an outside shop
the next day to have the issue corrected and we are refunding what ******* paid
us for the service in the amount of $645.60 Due to our work not being done
correctly. This is being refunded on
Monday August 7, 2023, back to the ********** that ******* paid his bill with,
and the credit should reflect within 3-5 business days from Monday the 7th.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Customer Answer
Date: 08/04/2023
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:07/30/2023
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.
On 7/30/2023 my husband took our car to the Elm Rd Warren, OH location to get an oil change. We made an appointment 3 days ago online that was confirmed for today at 11:30 am. My husband drove to the location and arrived around 11:15 only to find a hand written sign that said closed taped to the front door. Very professional way to handle a business! We are long time Monro customers even after one of your techs failed to bleed the air from our brake lines and backed our car into a sign and destroyed the back end. Monro thankfully made that right and we still gave you another chance. My understanding is the electricity was out this morning so the shut down. It is back on now but nobody there to service appointments. If this is the case you need to find a way to contact the appointments that were confirmed to tell them not to waste their time coming. I think we are officially done now and will be going to a local, small business for our car care needs.
Business Response
Date: 08/02/2023
This letter is in response to the complaint from Kelly
******, #********. We
apologize that the shop was unable to contact their incoming customers after
the power had gone out in the shop to let them know that the shop would be closed
for that day. For the inconvenience a
Service Credit of $50 is being sent out to Ms. ******. This will be good at any of our locations it
does not need to be used at just the Warren location and it is good for up to a
year on any future service. It will be
sent out to the address that Ms. ****** has provided here with her BBB complaint.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 this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
Date:07/28/2023
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 Friday July 21 2023 I went to Mr Tire Auto Servive Center I had a nail stock in the Tire on the passenger side of the car. I was told that my tire could not be fixed so I purchased to new tires for 360.93 cents. When I came back to the shop to pick my car up that one of the mechanics had broke something on my car. When I asked what was broken he refused to tell me what actually happened. I think name of the mechanic was Homer B****. He runs that shop . So Monday I am driving to work and I notice the light on my dashboard is on indicating to me that I need air in my tires. I call the shop I am told to come back I get there Mr B**** checks the tires and says all of my tires have the correct amount of air. I got back in the car the air pressure light is still on. I'm disgusted with Mr Tire I think he sold me bad tires and they didn't fix what he said they broke. I feel like that company is taking advantage of me repair on my car what you broke and take and give me good tires and not tires that have a defect. FInish the job Wright and be professional. When I am on the road I want to feel safe and I don't feel safe. I want good customer service from you and I feel that it hasn't been given. The only time my air pressure light come on if it isn't enough air in my tires . All I want is peace from this situation and the job done correct and no more lies.
Business Response
Date: 08/02/2023
This letter is in response to the complaint from *** ******,
#********. We
apologize that there is a concern with Ms. ******’s vehicle after a tire was
replaced on her vehicle on July 21, 2023.
Ms. ****** has not contacted us here at guest services regarding this
matter however, we would recommend at this time that she take the vehicle to a
shop of her choosing preferably a dealership to diagnose and repair the issue
with the tire pressure monitor that is currently going off in her vehicle and
send the paid invoice to us and we will be able to review it at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:07/28/2023
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.
I've been dealing with this company since the winter to fix my car correctly I've gotton my truck back with the same problem engine light on loss of power when I'm on the highway which I almost got into an accident due to my engine losing power and cutting off. I take it back and they will tell me everything is ok time I drive over 55-60 mph I start to lose powerin my veical I'm just tired of not having my car fix right after my warrenty company paid them to fix my car correctly. I don't have the money to fix something that was covered by my warrenty company this engine shouldn't be defected if this is what I came for them to put in another engine.
Business Response
Date: 08/02/2023
This letter is in response to the complaint from ******* *****,
#********.            I have read
over Ms. *****’s complaint regarding her 2010 ********* ******** and spoke with
our store manager at the location that performed the services on the vehicle in
March and the concern with the vehicle at this time is separate from the motor
that they replaced on the vehicle.   They
have spoke with the warranty company regarding the repair that the vehicle
needs at this time, and this is not something that has to do with the original
repair nor is it something that the warranty company would cover.   We would not be responsible for the current
repairs that are needed on Ms. *****’s vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Business Response
Date: 09/29/2023
This letter is in response to the complaint from ******* *****, #********.            I apologize
for the way that Ms. ***** was treated at our location after having a concern
after service was performed.   We will
have this addressed with the shop.   I
have reviewed the documentation that Ms. ***** provided, and I would be able to
refund the $194.40 that she had to pay at the dealership to correct the items
that were not connected correctly on the vehicle.            I will not
process this refund until I have confirmation that this is what Ms. ***** is
looking for from us at this time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 10/18/2023
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. I agree to accept the refund for $194.40. Please have check sent to me at:******* *****

Regards,

******* *****
Initial Complaint
Date:07/27/2023
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.
Took brand new chrome wheels and tires in to have balanced, technician dropped handle/centering cone and chipped the wheel in 2 places. Store manager gave me the district managers numbers and email but he hasn’t responded to either in over a month (I’ve tried numerous times on both) and the store manager acts as if he doesn’t know what else to do. He said they would order a replacement and for me to get an invoice for a replacement, which I have and then they would pay for the replacement. This happened on June 28th and nothing has evolved on getting me a replacement.
Business Response
Date: 07/28/2023
This letter is in response to the complaint from ******* **********,
#********. We
apologize that Mr. ********** has had a poor experience with the service at one
of our locations. I have filed a
complaint regarding this matter here at guest services on his behalf and I
forwarded his information to our risk management department for this to be
investigated further with our insurance company. Someone from or risk
management department or our insurance company will be in contact with Mr.
********** to discuss the matter further.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:07/25/2023
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.
Very unprofessional service/scam: On April 17th, I purchased a brand new
alternator from ******** Auto Parts and went to Tire Choice to have the service
man install the alternator, but instead of installing the alternator that I
purchased, they installed the alternator from their company. On Friday July
7th, My battery light came on after receiving service from Tire Choice and my
car shut off. They claimed it’s my alternator. I mentioned that I have a
warranty. Henri the representative said no warranty despite the fact it’s been
less than 90 days. He also stated that the reason why I’m having problems with
my alternator is because they installed the alternator part that I purchased”.
That is false. I have receipts dated 04/18 that show that I returned the
alternator that I bought due to the fact that they DID NOT install it even when
I told them to do so. They installed a faulty part from their company. Henri
continued to insist that he cannot help me because they installed the customer
part and provided me with no warranty. He was also very rude when I asked to
speak with a manager and said “you want to talk to the manager, well I AM the
manager.” Which again was false. If I could advise anyone to avoid service with
Tire Choice I would. They are scamming people out of their money in return for
installing dysfunctional auto parts.
Business Response
Date: 07/27/2023
This letter is in response to the complaint from ****** *****, #********.            We
apologize that Mr. ***** was unhappy with the work that was performed at our
Fort Myers location on Rolfes Road however the guest provided his part as he stated
himself in his complaint from ******** Auto Parts and our shop charged the
guest the labor to install his part.   The
issue that Mr. ***** has is not with the part being installed incorrectly into
the vehicle the alternator is a faulty part.
We would suggest that Mr. ***** take his alternator back to ******** Auto for them to honor their warranty on the part that they sold him. There would be nothing further we can do for
Mr. ***** regarding this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 07/28/2023
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.

This was the alternator part that Tire Choice put in my vehicle against my request. Still charging me the $635, I had to go to another mechanic to install the alternator. Yes, I did purchase an alternator that I wanted Tire Choice to install, however they did not honor that. They installed this refurbished faulty alternator part from THEIR company and still charged me the $635. That is my complaint. And as a result, I missed work and lost wages due to my vehicle not operating properly.

Regards,

****** *****
Business Response
Date: 08/02/2023
This letter is in response to the complaint from ****** *****, #********.            Mr. *****
has not provided any proof that the service of installing the alternator that
he provided to the shop was not completed.
At this time this is a he said he said situation due to the store
manager telling us that the service was completed as requested and we installed
Mr. *****s alternator.   We would need
documentation showing that this is not the case to proceed further.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:07/24/2023
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.
On 12/21/22, I took my 2008 ***** ****** to Monro Muffler/Brake, Glenville, NY due to a grinding noise when braking. They concluded that my car needed new rear calipers, pads, and rotors, costing $964.84.

On 6/22/23, I experienced a sudden and dramatic loss of nearly all braking ability while driving. Fearing for my safety, I immediately pulled into the closest auto repair shop available. The mechanics there informed me that both rear calipers had catastrophically failed.

The mechanics further disclosed that the failure was due to a glaring error in the prior brake installation carried out by Monro. They explained that the rotor retaining screw was incorrectly installed in the wrong hole. This error caused significant misalignment, causing both calipers to fail prematurely. Moreover, the erroneously installed bolt irreversibly damaged both the rotors and rear wheels.

They allowed me to take photos of the damaged calipers, rotors, and wheels, which serve as undeniable evidence of Monro's error. The comprehensive repair required the complete replacement of the entire rear braking system.

I immediately reported the situation to Monro. The manager, Glen *******, inspected the vehicle with multiple on-duty technicians. After examining the vehicle, they acknowledged the evident damage, agreed that the previous repair performed by Monro was incorrect, and Glen sincerely apologized for Monro's error.

Glen escalated the incident and assured me that I would receive a call within the week regarding this serious matter. Despite waiting over a month and making multiple follow-up visits filled with empty promises, I have yet to hear from Monro.

This reckless error led to a serious, potentially life-threatening brake failure. It's alarming that Monro, entrusted with our safety, employs such negligent technicians. Their refusal to address this issue, refund the initial repair cost, or offer any solution, suggests a lack of concern for their customers' wellbeing.
Business Response
Date: 07/27/2023
We
apologize that there was a concern with the brakes after having our shop do the
brake work on the vehicle in December. I
spoke with our director here at guest services and we would be able to refund
********* the $856.09 that it took to replace the calipers and other brake
components on the vehicle. If this is
acceptable to the guest, I will process the refund back as a check and I will
use the address provided to the BBB. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 07/27/2023
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:07/23/2023
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.
Brought my vehicle in on 7/13 for a transmission flush to the facility in Danvers, Mass. The following day, my AT Oil and check engine lights came on, and the car had a burning smell and would not accelerate properly after having driven about 3 miles. When I got out of my vehicle it was leaking transmission fluid and had to be towed. The car is now completely inoperable and likely needs the entire transmission replaced.
Called customer service on 7/18 and was told someone from their insurance department would be following up. Have yet to receive any follow up as of 7/23.
Business Response
Date: 07/26/2023
            ******* spoke with or customer service department and we filed a complaint on her
behalf and sent it to our risk management team to have this investigated
further.   I reached out to the risk
management team, and they have informed me that there is an open claim
currently under the name *** ******* which is the name on our invoice and our
insurance company is set to inspect the vehicle today in order for them to make
a determination of liability. If Ms.
*********** has further questions, we would suggest that she contact her ********* ***** that is handling her claim. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 07/26/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
I did not receive any response from Monro or ********* until after filing my complaint. The agent who came to view my car today was unable to assess the damage as she was not a mechanic, and said someone would follow up about next steps. At this time, this is very much an open complaint as no resolution has been attempted.

Regards,

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

Business Response
Date: 07/26/2023
            Understood
however there would be nothing further we can do here at guest services
regarding this matter due to it being a claim it does need to be handled with
our insurance company so any further communication regarding the claim would
need to go through ********* Insurance. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:07/23/2023
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.
Sinking Spring, Pennsylvania 19608 Location..
My Car had a Muffler issue. Had a scheduled Appointment (7/18/23).. Paid $1100.. Returned My UnFix car because of Loud Muffler noise on 7/19/23...because of "Shady Work" & Incompetence..They promise it will be done Thursday..I left from Monro with car, and car is making Loud Rattling Noises...called Today, (7/20/23).. Now they saying it's a New issue, but I think they caused the problem since I never had this problem, they say I needed new rear Struts, but it was fine before I ever came to their shop..
Business Response
Date: 07/25/2023
This letter is in response to the complaint from ***** ********,
#********. I was able
to find the invoices reflecting the recent service Mr. ******** has had performed
at our Springtownship location on his 2006 ****** *******. To assist further with this matter, I would
ask that Mr. ******** take the vehicle to a mechanic of his choosing to have
the vehicle looked over and to provide documentation of what is currently going
on with the vehicle and what the cost of that repair would be, and we would be
able to review it at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

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Monro, Inc. is NOT a BBB Accredited Business.