Complaints

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

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• 

  Monro, Inc.

  295 Woodcliff Lane Fairport, NY 14450

• 

  Monro, Inc.

  214 West Avenue Albion, NY 14411

• 

  Monro, Inc.

  980 Central Ave. Albany, NY 12205

• 

  Monro, Inc.

  1511 Rte. 9 Clifton Park, NY 12065

• 

  Monro, Inc.

  791 W. Main St. Rochester, NY 14611

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

• Initial Complaint

  Date:07/14/2023

  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.

  misdiagnostic car repair , shop refused to refund for parts and labor , wrong part was replaced and they give me the car unsafe for drive , all ligths on dash no ac no radio working . car was properly repair in another shop with the correct part .
  I was charged $492.07 for misdiagnostic and repair while the other shop who properly fix charge me $ 150 . I need my money back from Mr Tire , I call customer service (unprofessional people) .
  and make this impossible of resolve this issue.

  Business Response

  Date: 07/18/2023

              We
  apologize that you have had a poor experience at one of our locations and they
  did not diagnose the issue with your vehicle.  
  I would as that you please provide documentation regarding what the
  outside shop that you stated you took your vehicle too diagnosed the vehicle as
  and what the cost of the repair will be. 
  We can at that time review it for the refund you are requesting. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/13/2023

  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.

  My car a 2010 ** ******* went in for service at the mountain view car service auto shop in Palm desert CA, which is owned by Monro.
  The car was being serviced for a check engine light, radiator inspection, fix overheating, replacement of two manifold screws and timing belt noise that was supposed had been fixed by Mountain view as well. It seems they replaced the radiator,but the car was given back 700 dollars later, with a new radiator, a car that still over heats, engine noise, manifold screws replaced incorrectly and a hack job to the car fan fuse box. What l want is to have my car fixed as they expressed properly or return my money .
  
  Thank you for your support and attention to this matter.

  Business Response

  Date: 07/18/2023

              We apologize
  that the services we performed on Mr. ********* vehicle did not correct the
  issues that he came in with.   We will be
  refunding Mr. ******* the $722.92 that he paid for his radiator and hose
  replacement.  This refund will be
  processed on 7/20/23 and will go back to Mr. ********* ***** **** that he paid
  with.  This can take 3-5 business days
  for this to reflect to the card. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/12/2023

  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 1, my 2011 *** **** stopped running. There was a harmonic whining sound and a thermometer appeared in the display. I had the car towed to the nearest garage, Mr. Tire Auto Repair in Burke, VA. On July 6, ******** *****, manager, reported a bad water pump had been installed and that a new part would be needed. On July 11, I paid $1,979.49 for my car and my car died on the way home with the same symptoms. My car had not been fixed. I had the car towed again to Mr. Tire at a cost of $250. When I called, the shop advised I had to wait until the next day to speak with someone about the car. I started filing factual reviews about the lack of customer service on ****, ******, the Mr. Tire website, the Munro website and here on BBB. The shop then called and stated a command module was bad and to remove my car. I queried several sources: all asked what the diagnostics indicated was wrong. The diagnostics would show if there was a bad command module and bad water pump. Also, "these water pumps require a specific bleeding procedure" . The recommendation was to find a shop with more *** experience and have the diagnostics run to indicate everything needing repair and to attempt the bleeding procedure. I spoke w/Munro Customer Svc who said a District or higher level mgr would call. Also, usually the car is usually taken to the nearest *** dealer. Mr. ***** called me and stated that he ran the car in the shop and there were no problems. He also explained that Mr. Tire did not have the equipment to run the needed diagnostics as it was too expensive. I asked him to take the car to the *** dealer. He stated in a later call that I was directed by his mgr and Munro to take the car to the *** dealer and let them know what I found out. He asked me to get my car. I declined to do so: the car is unsafe to drive, the repair is incomplete, and I have nothing in writing from Munro.

  Business Response

  Date: 07/17/2023

              I would ask
  that Ms. ********* to provide a diagnosis and what it will take to fix the
  vehicle at this time, and I will be able to review it to see how we can further
  assist in this matter. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/18/2023

  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 would like reimbursement now of $250 for having to tow the car to your shop after I picked it up and there was an incomplete repair. The car failed before I got home and your manager confirmed that he had to clear a code. I properly had the car towed back to you and you did additional testing of the car.  It is only fair to reimburse me this cost. Additionally, I would like you to arrange to transport the car to a mutually acceptable location to do the diagnosis.  The car is still not safe to drive as your manager advises that one can only be sure that the water pump is working when the heater is on.  The heater was on when I picked up the car. Not sure if it was left on accidently or deliberately but it certainly indicates, if accidental, that no road testing was done.  Additionally, you have not said how you would handle what diagnosis.  I have also filed a complaint with Fairfax County and mentioned that I was working with BBB to resolve. 
  
  Regards, 
  
  ******** *********

  Business Response

  Date: 07/18/2023

              Ms.
  ********* spoke with a representative here at corporate regarding her vehicle
  and during the complaint process the representative reached out to the location
  that did the services on ********* vehicle and the store manager did let us know
  that the original water pump we installed onto the vehicle was a faulty part and
  the guest did have to leave the vehicle at our shop longer than what was
  originally anticipated for the repair to be done.   However, at this time the shop has stated
  that there is another issue with the vehicle, and we would ask that the guest
  take the vehicle to the dealership to be diagnosed and if the dealership finds
  that we are at fault for the concerns with the vehicle or that there is a
  problem with the work that we have done at this time.  We would ask that Ms. ********* to provide us
  a copy of the diagnosis to include the cost in which this is going to be to
  repair the vehicle and we can review it at that time.             If the
  dealership finds that there is a problem with the work that we have done on the
  vehicle or that our work has caused an issue further with the vehicle we would
  refund for the cost of the diagnosis at the dealership.             Ms.
  ********* was explained all of this when she contacted our office however, she
  stated that she wants us to cover the tow to the dealership along with the
  diagnosis without us having proof that we are at fault for the issues at hand
  and we are unable to do that.  She let us
  know that she was going to leave her vehicle at the shop until she hears back from
  the Better Business Bureau, and I have also received her complaint with the
  County of Fairfax Department of Cable and Consumer Services which will receive
  this response as well. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/19/2023

  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 picked up my supposedly repaired car and it failed in the exact same way that it did before the supposed repair.  I had the car towed to the shop to allow it to rectify the repair.  The tow cost $250.  I want to be reimbursed for it now.  I have attached the receipt.  I understand that Munro, a multi million dollar company, will not stand by its repair but would rather place the burden of ascertaining what is wrong with the car on an elderly single woman.  Munro took my money for  a repair that may or may not have been been needed and returned to me a nonworking unsafe car.  The least Munro could do is pay the tow that determined their repair did not fix the car.   
  
  Regards, 
  
  ******** *********

  Business Response

  Date: 07/24/2023

              No receipt
  has been provided by Ms. ********* at this time. There would be nothing further
  that I would be able to do at this time. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/12/2023

  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.

  - Date of the transaction: June 26, 2023
  
  - Amount Paid: $1,040.71
  
  - MR. TIRE AUTO SERVICE (Mr. Tire Auto Centers #770 ): "GOLD BRAKES MAINTENANCE PCKG.
  
  - Nature of Dispute: ***** **** insurance provided tow and repairs service coverage for the subject ****** * ******* 2005 edition; the customer requested GOLD BRAKE SERVICE. Service Manager - **** *** and customer discussed the needed repairs to all of the brakes, service manager declared that he only repaired and serviced the rear breaks, not the front breaks, because "they still have life in them". Although, customer have discussed with the Service Manager service for all four breaks relative to the company's GOLD BRAKES SERVICE maintenance on all four breaks.
  
  - Resolution Attempt: Service Manager proposed to offer negotiations to resolve whereby the customer to pay an additional $486 more for the front brakes. significantly Less than the rear brakes maintenance which the customer have already paid for.
  
  = Account/Tracking#/Guest ID: **********

  Customer Answer

  Date: 07/13/2023

  We paid for gold brake package which cover all four brakes. But they only fixed the rear brakes and charged me the price for all four brakes.

  Business Response

  Date: 07/18/2023

              We
  apologize that the shop did not also do the replacement on the front brakes of
  the vehicle during your brake service however the front brakes would cost more
  than what was paid due to the rear brakes and caliper were the only services
  performed at that time.   The Brake
  Package itself does not have a value it is the parts and services that are paid
  for at the time of service.                  Therefore,
  if the guest is looking to have their front brakes replaced this would be an
  extra cost and it sounds like the shop was willing to help with the cost of
  this repair but the customer declined at that time.   We would be unable to ask the shop to do
  this service at no cost. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/11/2023

  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 brought my car to the *********** location with two issues - the check engine light was on and it was making a squeaking noise. I was charged $688.87 and, when I left, the check engine light was on and the car was making a squeaking noise. I was told that the actual fix would be covered by the dealer under a recall notice but then why was I charged so much and why were parts replaced that did not address the issue? I would like to be refunded the cost of these parts, at least, if they did nothing to fix the issue I brought them.

  Business Response

  Date: 07/18/2023

              We
  apologize that the services that were performed on Mr. ******* vehicle did not
  fix his concerns I do see that Mr. ****** spoke with our office on July 13, 2023,
  and a refund is being processed in the amount of $688.87 which is what the
  guest paid us for service due to this not correcting his issue.   This is being refunded as a check due to the
  guest paid with a check.  This is being
  processed today and the check will be put in the mail on Monday July 24, 2023. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/18/2023

  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:07/11/2023

  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 purchased almost 1500.00 dollars of new tires from Tire Choice, **** ******* *** *** ** ***** *** *** ************* I paid the full amount, got a receipt from mgr. **** ****. when i got home and read the paperwork it wasn't for my suv! wrong yr, wrong ser. no. and no mileage! So, I don't have a warranty because I can't prove its my vehicle. I have asked twice, once to **** and another day to another person replacing him that day and they both promised to e-mail me a correct receipt. They still haven't done it and I gave them the correct vehicle info!! Its obvious they are refusing to issue a receipt so I'd have something to prove in case I have a need of the warranty. Without a receipt I have no warranty! Something is very wrong! And I wonder if they are doing the same to others! Please look into this for me, I'd very much appreciate it and need a receipt and warranty. Fell free to contact me if you have any questions. Thank you.

  Business Response

  Date: 07/14/2023

              We
  apologize that the correct information was not included on Mr. ********** invoice at the time of his tire purchase and that no one from the shop has
  followed up regarding the corrected invoice.  
  If you could please provide me with the correct information such as the license
  plate number for the vehicle the year make and model, and the mileage of the
  vehicle I can request that our IT correct this information and send us a
  corrected invoice so I can get this information out to you in order for the
  warranty to be valid on the correct vehicle. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/10/2023

  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.

  as shown below on my receipt, I went at the end of April to get a new tire because I picked up a very large screw. I originally thought the price for one tire was a little outrageous, but I was told that that was the only tire they had that fit my car. I had no other choice so I agreed to let them replace it and I made sure to get the insurance on the tire. The last couple of days I’ve noticed that brand new tire is going flat, so I called asking if I can come up there to get a replacement and the dude on the phone told me that they had no record of me ever being there and that I need to provide a receipt. So I found my receipt and I went up there and they took my keys and my receipt in my car and then the same guy was trying to tell me that that’s not a new tire and that I didn’t get that tire there, and that I must have replaced it with an old tire, trying to pull a fast one on them and trying to steal and get a new tire for free. I tried to explain that that wasn’t the case and the same guy started yelling at me, and another employee was trying to sex their garage dog on me because at that point I was inside the garage because the guy had brought me in there to show me the tire. They also tried to put physically push me out of the garage as well. And I told them just to put my tire back on my car and then I’m leaving because I’m not gonna sit here and be screamed out like this and treated like this when I literally have the receipt proving I bought a tire from here and that I have the insurance to warrant a new tire for free. as I was leaving the kid that pulled my car out to me got out of my car, picked up a traffic cone and then threw it at my car. I do not want these psychos to work on my car anymore and I want to be refunded the full amount I paid for that original new tire and the price that I paid that is on the receipt because now I’m gonna have to go to a different tire shop and get another new tire.

  Business Response

  Date: 07/14/2023

              We
  apologize that Ms. ******** did not have a better experience with our location,
  however the accusations that Ms. ******** has made toward our company and the
  employees that work at the location she had service on her vehicle are taken
  very seriously here at a corporate level.  
  Ms. ********** complaint was brought to my attention when she and her
  many friends were posting negative reviews on social media and ****** regarding
  her recall of the experience.   However,
  I have researched the incident in question with the higher management that
  oversee this location and the employees that work at this facility have
  explained that it was Ms. ******** who became verbally violent with our staff
  when it was explained that the issue, she was having was with tires that were
  not purchased at our location.   Ms. ******** purchased tires that were in the rear of the vehicle and the DOT numbers on
  said tires matched our invoice and the concerned tire that Ms. ******** has is
  on the front of her vehicle therefore the repair or replacement would not be
  covered under our warranty due to them not being our tires.               The
  management that oversees this location have investigated Ms. ********** claims
  of the employees’ throwing things at her or her vehicle and this is not the
  case at no time did our employees verbally assault or throw any objects at the
  guest. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/10/2023

  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 paid Monroe Auto Service 21 dollars for an inspection that they failed me for on 9 July 2023. When I brought my car in for an inspection I was told one of my brake pads was at 1mm which per NYS law is a fail. When I got home I measured my pads and the pad measured 3mm which NYS requires 1.5mm (1/16 in) to pass. They still choose to fail me on rotors which is much more subjective but that was only after I challenged them on my brake pads. It was obvious that the shop is attempting to upsell brake jobs from an inspection. I don't know if the 1mm statement was an error or an attempt to upsell new pads and rotors but either way they were wrong. I went back to the store to request a refund but was denied because they stated I still failed on rotors which I also disagree with. The resolution I am requesting is a refund of the NYS inspection fee. I have made every attempt to resolve this issue with the business directly.

  Business Response

  Date: 07/14/2023

              I apologize
  that Mr. ***** was failed on his vehicle inspection due to his brakes.   If Mr. ***** believes that his vehicle should
  have passed and not failed, I would ask that he take the vehicle to an
  inspection location of his choosing and have the vehicle inspected again and
  send the documentation of what comes from that new inspection.  I would be unable to refund Mr. ***** for the
  cost of the NYS inspection at this time, due to this being a NYS fee that is
  charged by the State for the inspections on each vehicle. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
  The business is claiming they cannot provide a refund because it is a NYS. That is not accurate. The refund would just need to come from the business. Secondly the employee lied to me about what my brake pads measured and attempted to use that as an excuse to upsell me a brake job that may or may not have been required. Monroe has a very clear conflict of interest that the vehicle inspectors personally benefit in the form of commission from the sale of the work they do if the vehicle fails inspection. And there is no confusion in the fact that this employee lied to upsell me a brake job and was caught. The company needs to do the right thing and refund the money even if it comes out of their own profits.  
  
  Regards, 
  
  ***** *****

  Business Response

  Date: 07/18/2023

              The guest
  has failed to provide documentation showing that he has had the inspection
  redone elsewhere and our inspection was provided by our inspector.  We would be unable to provide a refund of
  this inspection fee without the appropriate documentation showing that he had
  the vehicle inspected elsewhere. Thank you for your time, Theresa G******* Guest Services Manager  Monro Inc.

• Initial Complaint

  Date:07/10/2023

  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.

  My name is ****** *******, I visited *** ******** ** **** ******** ***** ***** ** ********* ** on 6/03/23. I was told I needed plugs and coils for my 2015 **** ********. I agreed to have service done. Days later i was called and told that a new problem had started and coils were burning out and it was the ECM that was causing issues and needed to be fixed at ****. I was charged 405.45 and was told that truck was not drivable and needed tow to ****. I took vehicle to **** where they inspected ECM and found no issues. The issues were with the tune up parts Ken ****** put into my vehicle. They were not compatible. I paid **** for tune up and returned parts to Ken ****** for a full refund. I HAVE NOT YET RECEIVED MY REFUND. **** ********* insured me that it would be 5-10 days. Its been closer to 30 days. Guest ID **********.

  Business Response

  Date: 07/14/2023

              We
  apologize that Mr. ******* had to have his work redone at the dealership I do
  see we have a refund in our system that the shop put in on June 21, 2023, and we
  have received the proper approvals from the Higher management for us to process
  the refund.   The refund in the amount of
  $405.45 was processed on July 13, 2023, to go back to the ********** that Mr.
  ******* paid with.  This process can take
  3-5 business days to reflect to the card. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/08/2023

  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.

  Dropped off a vehicle for a front end. Alignment.
  Received a phone call telling me that it would require additional labor.
  When I spoke to the employee, I was told that the additional labor was them adjusting the camber.
  When I asked the employee why camber, caster, and toe were not all included since that is required for a front end alignment I was told they only adjust toe.
  This company preys on a customers lack of automotive knowledge so they can charge for services that should be naturally included in a front end Alignment.

  Business Response

  Date: 07/14/2023

              I apologize
  that our Mr. Tire Location in *** **** charged an extra fee for the alignment
  to be done on Mr. ********* 2012 ********* *******.   I am processing a refund in the amount of
  $78.77 and filing a complaint regarding this overcharge on behalf of Mr.
  *******. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.