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:07/03/2023

  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.

  On June 9th, 2023 I brought my care in to get the back brakes and calipers and rotors replaced. They did the job and said I was good to go. While driving the car a few days later I lost all brake pressure in my brakes on the highway and almost crashed. I was able to get the car to a different Monro nearby in Danvers, MA. They told me it is because the Master Cylinder and Brake Line and Front Brake Calipers need to be replaced too. I had him do the job. $2500 later, I was driving my car after they did the 2nd repair and now my ABS module, which never had an issue before, i locking up my brakes after driving for more than 20 minutes. It is like driving with my emergency brake on. I brought i back to the Monro in Ashland, MA and they wold me it was the ABS Module and the other Monro in Danvers misdiagnosed the problem and I should be refunded for the repairs. I have tried calling the company customer service and emailing and no one has gotten in contact with me. Since I almost have crashed and will likely lose my job I will be pressing charges. Unless this is fixed ASAP.
  
  I have the invoices here and the invoice numbers are ****** and ******.
  
  They admitted to making a mistake and have damaged my car. If I can't get a refund for the repairs then I will be seeking damages for a new car.

  Business Response

  Date: 07/14/2023

              We
  apologize that Mr. ****** has not received response regarding his brake issues
  that he had on his 2004 Mazda 3 on June 10, 2023, and again on June
  27,2023.   I spoke with the shop in Ashland
  that originally worked on the vehicle and looked over the vehicle after the
  Danvers location did work on the vehicle and they did let me know that the
  brake booster that our Danvers location replaced on the vehicle on June 27, 2023,
  was incorrectly diagnosed and that the guest does need a brake module to be
  replaced.   They also let me know that
  they are unable to order the part for the vehicle and suggested that the guest
  take the vehicle to the dealership to be repaired.   I do not see that a refund was entered for
  the cost of the brake booster that was an incorrect diagnosis therefore I will
  process a refund in the amount of $243.39 plus tax.  This will be refunded back to the guests
  ********** that he paid with on July 17, 2023, and should reflect to his card within
  3-5 business days.Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

• Initial Complaint

  Date:07/03/2023

  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 had a tire rotation done and one of my tires was not securely tightened and fell off on my way home they offered to replace the tire after I bring the invoice of tire amount gave it to them and they said I should receive a check in the mail which I have not received

  Business Response

  Date: 07/14/2023

              We
  apologize that Mr. ****** had this experience with our Oswego location after
  having a tire repair done on his vehicle on June 9, 2023.   I have filed a claim with our risk
  management department for the damage claim to be investigated thoroughly. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/15/2023

  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:06/30/2023

  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 June 22, 2023 I took my 2013 *** ******* to Monroe Wolfler to have it inspected. They told me I needed work done totaling $1728 so I agreed to it. I asked him if this was all that I needed to be done if everything was gonna be OK with my car because I thought nothing was wrong with my car. It ran perfectly fine. He says yes he will have the car done for me tomorrow the next day I go to pick my car up, I park my car in my garage and on June 24, 2023. I noticed oil leaking from my garage. I’ve never had an oil leak before so I drove it back to Monroe muffler. They took my car apart and told me I needed $1400 more work done on my car and my car was not safe to drive. I asked him why did I spend $1700 on a car inspection and he told me my timing belt broke and that’s why oil is leaking everywhere but I never had this problem before,
  I try to tell him that they ruined my car and I never had this problem before and I don’t understand why I have this problem and now I have a loose timing chain that he said just happened so isn’t that Monroe mufflers responsibility and why did I just pay $1700 to have my car inspected if it’s not safe to drive anymore I think he seen a woman come in there and just took a vantage of the situation and the money . My car was in great condition. It went to another mechanic and they never said I needed any work done

  Business Response

  Date: 07/14/2023

              When Ms.
  ****** brought her 2013 *** ******* into our location on June 22, 2023, the
  shop looked over the vehicle for its inspection and found that there was an oil
  leak coming from the time chain cover gasket as well as the vehicle needed
  control arms to pass the inspection for safety the control arms would need to
  be done.   When the technician removed the
  timing cover from the vehicle to replace the gasket, he found that there was a
  timing chain guide that was broken this information was also relayed to the
  guest however she declined the replacement of the timing chains and guides.When the guest returned a couple days later it was reiterated
  that there was a concern with the timing chains and a guide was found to be broken
  which is what caused further leaking the manager again suggested that the guest
  replace the timing chain as well as letting Ms. ****** know that the loose
  timing chain is causing movement in the crankshaft allowing the front cover
  seal to leak.   The shop suggested the
  water pump be replaced and offered a discount on the service, but Ms. ****** declined the timing chain replacement along with the valve cover gaskets and
  water pump.             There would
  be no action we can take here at customer service due to the guest needing more
  work to be done and declining these services.  I have also attached the invoices where the manager documented all of the concerns with the 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. 
  
  Regards, 
  
  ******* ******     monro did my inspection and said my car would be in good condition and when I picked the car up they did tell me the car passed inspection but while they were doing it found a piece of something they believe is the timing belt and told me to get it fixed but the car was in good condition and ready to go they never once offered a fix to that solution until days later when I returned the car, the car sat in the garage and hasn’t been driving until the oil leak,  on the original receipt which i included a copy of it says they did do something with my timing cover casket, so if that was the case why wouldn’t the whole thing be fixed and if I was already paying 1700 for a car inspection that I specifically asked the guy is this all is it worth it will the car be in good condition and I have a witness that was with me at the time, why would I not just go ahead and pay whatever other amount for it to be fixed, Monroe I feel purposely lied to me and ruined my car, the car is not drivable and I wany my refund. This had put me behind in ways that you can not imagine  

• Initial Complaint

  Date:06/30/2023

  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.

  On 5/12/2023, I went to the Mr. Tire at **** ****** ***** ** in Roanoke, VA. I had previously purchased road Hazard coverage when I purchased my previous tires and was going to file a claim and get a new tire due to damage.
  
  When I arrived at Mr. Tire, Trevor (store manager) came out and looked at my tire, and went to start the claim and look into my new tire options. Trevor stated the tire I had on that was damaged is no longer in stock nationwide, so he could provide the next cheapest tire, which was $200 more expensive. I showed him my documentation of the roadside hazard coverage, stating that the shop would replace it or repair it, only charging for the wear of the tire. Trevor stated he is giving a credit of the amount of the tire, and claimed he was “doing me a favor” as they’re not supposed to submit the coverage for a different brand of tire.
  
  I called another Mr. Tire, who was able to find the exact tire I currently had, for the same rate I bought it originally, and the employee stated the other mr. Tires have the exact same tire-database, and trevor had attempted to scam me.
  
  I have reached out to the District manager and customer support 3 times, leaving voicemails each time, and still have not heard back. Is this how Monro runs their business, Scamming customers and not following up on complaints made?

  Business Response

  Date: 07/13/2023

              We
  apologize that Mr. ***** has had this experience while trying to warranty out his
  tires.  I would ask that he either
  contact our guest services department at ************** option 2 or provide the
  documentation from where he originally purchased his tires and the invoice
  where he ended up paying to have the tires replaced again and we can
  investigate this matter fully to find a resolution to this matter. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:06/27/2023

  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.

  On November 9th, 2022, I purchased a set of tires from my local Mr Tire Store.  
  
  A couple month after the install, I attempted to remove my wheels in order to inspect my brake pads.   Despite my best efforts, I was unable to remove the lug nuts.  I broke a standard lug wrench, and a ********* socket and breaker bar in the process.  I returned the car to Mr Tire and was told the lugs were damaged and it would cost $200 to remove each lug nut  I declined.  
  
  I then took the car to ******* ********** in *** ***** ************ and asked them to remove the lugs.  They worked on the car for hours and were able to remove all of the lugs except for two.  In the process, they broke several of their professional-grade tools.  The manager at ******* deemed that the two unremovable lugs were cross-threaded and that all of the lugs had been torqued far past the factory-recommended specifications.  I have photographs and a report from ******* ********** attesting to this.   
  
  To remove the last two lug nuts, I took the car to a metal shop in Olney, MD where a professional welder welded a steel bar to the head of the damaged lug nut. Multiple attempts failed and only resulted in broken welds and broken steel bars; the lugs would not budge.  I personally witnessed a 1/2 inch steel bar sheer in half, multiple times, when torque was applied .  As a final effort, the metal shop reluctantly drilled the lugs.  This approach was successful and we were able to remove the wheel.  There was considerable cosmetic damage to the wheel following the welding and drilling.  I have photographs and videos of the metal worker attempting to remove the lugs.
  
  In total, this costs me over $1000, not counting the damage to the wheel. In an attempt to resolve the situation, I contacted the owner of the Mr. Tire store (*** *******). I explained the situation and asked him to settle this matter for $600. *** responded to a couple of my emails but has not made any attempt to correct this issue.

  Business Response

  Date: 07/11/2023

              We
  apologize that the store has not been of assistance with the matter of the lug
  nuts being cross threaded on Mr. ********* vehicle.   I was able to find the invoice from where
  Mr. ******* had services completed and I have filed a complaint here with our
  risk management department regarding the alleged damages and someone will be in
  contact with Mr. ******* as soon as possible to investigate this matter further. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/14/2023

  I'm responding to acknowledge that I have received and read the response from Monro Inc. on July 11th.  In their response, Monro stated that they'd reach-out to me to try to resolve the issue.   As of today (July 14th) I have not been contacted by Monro Inc.   I will continue to wait to hear from them.   It should be noted that, before contacting the BBB, I contacted Monro Inc directly and described my issue, hoping to resolve the issue.  Monro Inc. didn't respond to my inquiry.  Also, I have attached a PDF with some further information attesting to the damage that was done to my vehicle by Mr. Tire 
  Regards, 
  
  ***** *******

  Business Response

  Date: 07/18/2023

              I have
  reached out to my risk management department and the insurance company was
  going to reach out to the guest regarding his claim.  If Mr. ******* has still had no contact with *********,
  his Claim number is ******* and the representative to call regarding this
  matter is ***** ********.   There would
  be nothing further we can do here at customer service due to this being in the
  hands of our insurance company. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:06/26/2023

  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.

  We have 2 separate issues currently unresolved with this company. Our first is in regard to our truck - our truck was at Mr. Tire for an oil change in March 2023 and when leaving we noticed there was damage to both doors on the drivers side. When questioned, the employee took photos and said they would send them to the office manager for resolution. That day, the office manager called us and stated she reached out and we would hear from an insurance adjuster but we currently still have yet to hear from them. We have called Mr. Tire and spoken to the office manager several times since March but she has stated each time that she cannot get anyone from Human Resources to contact her back for a resolution. I have attached pictures of the damage to the truck.
  
  Our second issue is in regard to our other SUV. We purchased brakes from Mr. Tire and after leaving with the new brakes we noticed a significant squealing noise when using the brakes. We took it back by Mr. Tire and requested they take a look at the brakes. They stated that the squealing was just because they were new and that it would get better. The squealing noise has continued to worsen and when we returned to Mr. Tire a second time they offered to replace the brakes but that we would be responsible for any labor costs. The office manager stated she would be back in touch with us the same day after she called her District Supervisor to get approval to cover the labor cost also. We did not hear back from her. We have called several times since then and still have not received an answer or resolution. The office manager is kind but it is frustrating to have 2 outstanding issues with the same company. We would not have continued business with the company in purchasing brakes if we had known they were not going to follow through in covering the damage done to our truck.

  Business Response

  Date: 06/27/2023

              Ms. ***** has not contacted us here at guest services regarding the damage to the vehicle
  or the concern with the brake noise with the vehicle.  I would ask that the guest reach out to guest
  services to get more information and assist with this matter further. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 06/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  We have not been instructed to contact Guest Services by our local Mr. Tire and I was not provided any contact information in this response to reach guest services. I would like to be provided with a contact number, contact person, and/or email address. Or they are welcome to contact me.   
  
  Regards,
  
  **** *****

  Business Response

  Date: 07/10/2023

  .            I apologize
  Ms. ***** that the contact information was not included in our last correspondence.   Guest services can be reached at ************** and it is option 2. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:06/22/2023

  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 5/29/2023 I went to Ken Towery to have a new tire put on. After having it put on my car said the tire pressure monitor didn’t work and the car didn’t drive right. I went back and asked to have the tire removed. They said it was on backwards. They couldn’t return it. I took it to **** ***********. They said it was backwards and the tire pressure monitor was snapped off on that tire. They took the tire off and I bought one there.
  Went back to Ken Towery to return the tire. They processed it and I still don’t have the refund. I asked about the monitor and they said they would fix it but needed to order it. I waited a week and they had it. They put it on. They couldn’t program it because whatever is needed was left in someone’s car. They were ordering the thing to program it. I waited until today and called. They still can’t program it.
  
  Meanwhile I still don’t have the refund and now my power steering light is on as well as the ABS light. I took the car somewhere else again and they wouldn’t program the monitor since someone else put it on.
  
  We are leaving for Florida in two weeks. I’m currently out $900 from this issue and it still isn’t resolved. It is getting worse.
  I’m really upset. I am a patient person but this is too much.
  I need it fixed. I need my money. And I need the hours I have drive back and forth.

  Business Response

  Date: 06/26/2023

  This letter is in response to the complaint from ****** *****, #********.            I have investigated
  Mr. ***** concern with the Ken Towery location that installed his tire and they
  have replaced the tire that was incorrectly installed on the vehicle as well as
  we have processed a refund in the amount of $297.77 and this was processed on June
  6, 2023, back to the ********** that Mr. ***** paid with. This can take 3-5
  Business days to reflect onto an account.  
  As for the concern with the TPMS sensor that is not reading to the
  vehicle our shop has been unable to get the connector for our tester to
  complete the programing of said sensor.  
  I would suggest at this point that the guest take his vehicle to a different
  location whether it be another one of our locations or the dealership and have
  the sensor re-programmed to the vehicle.  
  If Mr. ***** decides to take the vehicle to an outside shop, I would ask
  that he provide the paid invoice for that service to assist him further with
  this matter.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:06/20/2023

  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.

  After their local store broke my car with clear video and written evidence it took months to get a simple refund. I was continually promised it was in the mail or in process, but it never was.
  
  Now corporate keeps sending me junk mail despite repeated attempts to be removed from their mailing list. I'm obviously not going to be a repeat customer.
  
  My experience has been calling and speaking to someone, even getting their spoken assurances, does not in any way guarantee compliance.
  
  Per U.S. postal laws, I am asking you formally in writing to cease contacting me in any way, including junk mail, with the exception of a single response to this complaint that you have removed my address from your system and will no longer be sending me junk mail.
  
  I experience 30 minute hold times when I call to resolve an issue I've been told has already been fixed. It is harassment to keep contacting me.
  
  I just spoke with Liz at Monro customer service by phone. She tells me she sent a request to Lisa to process this. However, I have no confidence that the issue will be resolved since this is the third "request" that has been sent across.

  Customer Answer

  Date: 06/27/2023

  I have contacted the business 3 times after closing a months-long refund/defective service issue as they continue to send me personally-addressed junk mail and solicitations. I have been assured each time that my name is being removed from the mailing list. Each time I call I have to wait on hold for a long time just to ask them to do what they already claim to have done.

  I wish for the business to actually ensure that my name has been entirely removed from their system so that I will not receive any more junk mail.

  Business Response

  Date: 07/11/2023

  This letter is in response to the complaint from ***** ******, #********.            We
  apologize that you are unhappy with the mailers being sent to your address and
  that our attempts here at customer service to have our Marketing team remove
  your address from our system myself and our Director here at customer service
  are forwarding your information to our Vice President of Marketing in order to resolve
  your request and have your address put on our do not contact list.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:06/16/2023

  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.

  4/28/23
  Price was 84.92
  Had them cut off muffler and weld new one on. They left holes in the weld that is leaking and sounds terrible. I asked them to grind down the bad weld job and weld it again to make sure there was now more leaks in weld. Store manager told me that he would not right the wrong. He said if I wanted it fixed that I needed to pay again and I had to give his technician a big cash tip again. Very rude and unprofessional

  Business Response

  Date: 06/21/2023

  This letter is in response to the complaint from ***** ******, #********.            I apologize
  that Mr. ****** was not satisfied with the weld job that was performed on his
  vehicle.   With speaking to our shop
  regarding this situation they did express to the guest that we would be unable
  to warranty the service due to it installing the customer supplied parts.  Also, we were informed by our shop that the
  guest took the welder from the technician and was attempting to do welds on his
  vehicle as well.   With there would be
  nothing we can do on our end regarding this matter other than refund Mr. ******
  the $84.92 that he paid for us to do this service on his vehicle.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:06/14/2023

  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.

  Mr. Tire used my tire key to get my tires off my car and failed to return it. The key is missing now and they refuse to replace the key for my tires. They want to break the lug nuts off to replace my tires and I just want my tire key back and they could buy me a replacement key.

  Business Response

  Date: 07/11/2023

              We would ask
  that Mr. ********** provide the original invoice of where he had the services
  performed and a paid invoice showing that he had to have his locking lug nuts
  removed and replaced on his vehicle and we can review that documentation at
  that time. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.