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:05/22/2023

  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.

  I took my 2019 ****** ****** SL 2.5 to Tire Choice auto service center at 3502 Lee Blvd. Lehigh Acres Fl 33971 for front brakes replacement. We were charged $139.95. Less than 3 months later brakes pads sound loud and noisy, went back to Tire Choice talked to the manager Rob with recipes he wanted more money because the pads their service person sold to us wasn't that good. I asked why sell customers a product that's no good to come back to you 3 months later? Rob claims that he didn't sell the pad his cover personnel sold them but he would have sold something different. He refused to replace the pad, Tire choice had some person covering. My issue is this business, Rob, manager hire someone to cover for him and sell products without fully explaining to customers about their brake pads just to have them come back in less than 3 months. This manager is nasty and greedy for customers money. I wouldn't advise a dog to go to this location. I feel I should report this location, I deserve a refund. Rob says the person was covering for him shouldn't he know the job and be trained first before serving the customer, it's no a customer fault. We don't know who tire choice hire behind their desk and this business should be responsible for their actions.
  Tire Choice auto service center 3506 Lee Blvd. Lehigh Acres Fl. 33971
  Store [email protected]

  Business Response

  Date: 05/24/2023

  This letter is in response to the complaint from Jerome
  ********, #********.            Our company
  offers three brake packages a Silver, Gold and Platinum and each package comes
  with its own price point and warranties.  
  When Mr. ******** returned to the shop, they suggested the upgrade to
  the gold package due to the brakes making the squeaking noise.   The cost that Mr. ******** was charged when
  he returned two months after the initial service is the price upgrade.   The shop is within their right to charge an
  upgrade fee when a customer is unhappy with the package they purchased.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Business Response

  Date: 06/01/2023

  This letter is in response to the complaint from Jerome
  ********, #********.            We
  apologize that the brakes you purchased made noise after driving the vehicle
  for a couple months this is not something that our staff would be able to predict.
  We have a complaint filed regarding Mr. ********s experience with the silver
  brake pads in order for this to be addressed with the manufacturer.    Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 06/05/2023

  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.  Regards,
  
  ****** ********
  My main complaint with tire choice auto service center and their sales manager about those brakes pads are since they know those brakes are not any good why sell them to customers in the first place? They should not sell those brake pads with the knowledge of knowing that the customer will come back for the noise they make in less than 60 days and tell the customer he needs an up grade to better brake pads when tire choice auto service center know this before they sell that junk. This is a sly way to make a customer buy a product. They kept my brake pads I purchased two months earlier no doubt to sell to someone else and charged me for upgrade pads. Why sell a product that tire choice auto service center and their manufacturer already know. One of their representatives said it would be reported to the manufacturer but they already know this, that's a sly lie customers need to be aware.

• Initial Complaint

  Date:05/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 04 took my wife's vehicle to Monro for alignment check. Monro test drove my vehicle without my consent, and provided a "courtesy inspection". The manager told me the tires were the wrong type, the brakes were needing replacement, the serpentine belt was cracked, and the lug nuts need replacing. Claimed that I would receive a $200 rebate for new tires (only with a "drive card" credit card application), and a discount for labor if all the work was done at once. When the work was completed, the assistant manager had me apply for "easy pay" credit, and I was approved.
  
  May 05 the assistant manager told me that "easy pay" was an accident, and to come in and apply for the "drive card" to get the $200 tire rebate. I went to the shop and filled out a paper with my name, social security number, physical address, email, annual income and telephone number and gave it to the assistant manager. I asked what happened to the "easy pay" line of credit. The a-manager told me that it was not submitted (it was) and that I was not charged (I was). He told me that he would process my application for the "drive card". He called later and told me that the paper application was incorrect and that I needed to apply online via the link texted to my phone, adding that he had "torched" my paper application. I became suspicious and simply paid the bill (a second time) with my own credit card.
  
  May 06 "Easy pay" financing contacted me indicating that my first payment was coming due. I called Monro and asked why I was being charged twice. The manager told me he would contact "easy pay" to cancel the bill.
  
  May 09 I brought my vehicle to a trusted mechanic to check the work. According to the courtesy inspection, the tires did not need to be replaced, the brakes were still good as well. Monro lied to me about the state of my vehicle and sold me unneeded parts without my consent. I was not given back the old parts. I have obtained credit monitoring due to the mishandling of my personal info

  Business Response

  Date: 05/24/2023

  This letter is in response to the complaint from **** *****,
  #********.            On May 4, 2024,
  we processed a refund back to **** *** for the $2,621.58 and Easy pay did
  verify with us that they have cancelled the contract with Mr. ***** for this
  purchase.   I would advise that Mr. *****
  reach out to **** *** regarding this matter.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:05/18/2023

  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.

  In Jan. 2023, I went to tire choice in beavercreek to get my car fixed. He “fixed” my car and cost me $1200. I called the next day telling him the same problem was still happening and it was in fact not fixed. He told me to wait it out to see if it still does it. I waited it out and it got worse. 2 months later, I went back in to tell him it got worse and he checked it out again saying the ac compressor that he just fixed was shot again because the line to it was bad. I’ve asked 2 other shops and they said he had to switch the lines too or else this would happen and that’s common sense. He then told me I had to pay more ($750+) to get it fixed. After the $1200 I paid. I called corporate and they were super helpful until it came down to me paying again. The new total was an additional $1250! To get the same thing fixed again. I was being charged twice at this point for one job. Corporate has yet returned my calls about the price and said they can no longer help me. I’ve called the supervisor there for over three days several times a day and she’s always at lunch or away from the desk. This is tire choice corporate (monro). I ended up paying the second time and will be going to court about it but after I received my car back, it’s still doing the same thing and is not fixed! I’ve taken 5 days off now from work to get this fixed and bring it back there over and over again. This is ridiculous and they simply don’t care. After making a post on our military spouse page, multiple people said that shop and corporate has done the exact same thing to them!

  Business Response

  Date: 05/24/2023

  May 23, 2023 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from **** ***, #********.             The guest
  spoke with my department on multiple occasions regarding the work that our shop
  had done on the vehicle.   The guest escalated the call to our director
  and when our director spoke with the guest, she explained that our shop did not
  do the ac lines that were found to be the issue with the vehicle therefore
  would need to pay for that service to be done. The guest had a compressor replaced
  on January 13, 2023, and this service is under warranty with our company there
  were no AC lines replaced at that time. 
  We would be unable to assist the guest further due to this fact. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 05/24/2023

  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. 
  
  
  
  Regards, 
  
  **** ***

• Initial Complaint

  Date:05/17/2023

  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 03/3/21 I purchased 4 ******** tires at Mr. Tire in Waynesville, NC. I had no problem with the tires until I had a service performed by Mr. Tire in January of 2023. I told the service rep that I wanted a 4 wheel alignment and a tire rotation with rebalancing of all 4 tires. I also asked to have the 4 tire sensors calibrated, which I found were not done when I originally bought the tires? I asked Mark to repeat back my instructions. When I ***** looked at the service invoice, I noticed that there was no mention of rotating the tires. Mark said it was included in the Inspection?
  After the service, I noticed that the alignment still did not seem right. There was sway and imbalance. I spoke with the manager of Mr. Tire, Sara S*****. I told her that I did not think the tires had been rotated and I also mentioned that one of the tires now had a slow leak. She told me to bring the car back in and I watched as the tires were rotated. They could not find a problem with the leaking tire. The tire valve stem was replaced. I told Sara that if the tire continued to leak I would ask for a replacement. Sara offered me a free oil change for my time and inconvenience.
  The tire continued to leak and I asked for a replacement. Sara said the new tire would be fully covered under the warranty, at no charge to me. The new tire would be a ******** ******* **** ***. She ordered the tire and when it arrived, we scheduled an appointment to replace it. When I brought the car in for tire replacement Sara was out that day. The car was already up on the lift when Zach told me there would be $101 charge to replace the tire??? What the? I told him to lower the car and I would speak to Sara.
  When I called Sara she said she had talked to ******** and they would not replace the tire free of charge. I told Sara that I would submit a Better Business Bureau complaint.
  I took the vehicle to ******** where the 4 wheel alignment was done again. The car then drove properly.

  Business Response

  Date: 05/24/2023

  This letter is in response to the complaint from ****** ******, #********.            Due to Mr.
  ****** purchasing the tires originally on March 9, 2021, the manufacturer would
  be prorating the cost of the replacement tire due to him driving on the tires
  for the last two plus years.   The cost
  of the service that the shop is charging is the prorated amount of the tire as
  well as the cost of install.  There would
  be nothing further we would be able to offer to the guest.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 05/30/2023

  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.
  
  Date Sent: 5/26/2023 9:12:58 PMI would have provided more info but there was no place to type text, only an “add attachment” option.The reason I rejected the response was that Ms. Sara S*****, Mr. Tire Store Manager, had told me that the tire would be fully covered under the warranty.  I took this to mean there would be no charge.  Subsequently, they wanted to charge me $101 on a day when Ms. S***** was not at work.  I refused to pay and took the car home without the new tire.Ms. S***** had already previously offered me a free next oil change (logged into the computer) for my time and inconvenience for having to bring the vehicle back multiple times.  Additionally, I had no problems with any of the four tires purchased from Mr. Tire until I had tire service work done at Mr. Tire.  I strongly suspect that the subsequent tire problems I had may likely have been caused by Mr. Tire personnel.I realize that ******** will not likely take any responsibility.  I feel that if there are to be any charges that Mr. Tire should absorb them at no cost to me.I will be forwarding this documentation to the CEO of ******** Tire.****** ******
  Regards,
  
  ****** ******

  Business Response

  Date: 06/01/2023

  This letter is in response to the complaint from ******
  ******, #********.            Due to Mr.
  ****** purchasing the tires originally on March 9, 2021, the manufacturer would
  be prorating the cost of the replacement tire due to him driving on the tires
  for the last two plus years.   We
  apologize that Mr. ****** was given the wrong information regarding the cost
  for the tire to be replaced.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:05/16/2023

  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.

  Hello I’m the owner of a ***** ******* that was recommended for front end work by a1 transmission the car was towed from a1 on 4/7/2023 for front end work it sat almost 2 weeks with no one checking on it also when car was towed it was told it needs a battery or a jump after I was wondering why haven’t I heard from anyone I started to call I was told that the vehicle was on the ******* for it to start up not true I went in on dort hwy and court at seen the vehicle was in the same place it was towed to my husband helped them push it in the area where cars are to get fixed throughout the whole ordeal I was only contacted with updates by the manager I think Chris everyone was pointing the finger at each other on to the mechanic got sick I paid 950$ and I do not have a receipt of anything that got fixed just a paper saying I paid 950$ finally the car was sent over to Davison mi I’m very confused of what they fixed because upon picking the car up it was told it was fixed and all set we took off and heard nothing but clanking noise which leaves me with what was fixed if that’s what we bought it in for why do I still. Hear the noise I’ve never heard so many excuses finger pointing ever I’m so fed up with the service and treatment I received unanswered calls during business hours I don’t know where to go now could you please give me a call so we can further discuss this matter there’s so much more including things what was supposed to be fixed that wasn’t. Thanks hope to hear from you soon (this email was sent to the DM he gave me a full refund I contacted the DM again on 5/5 and he said the refund should’ve been received the prior week today I still never received anything I emailed again today now he’s saying I need to send how I paid both auto shops but they know they have the receipts you take my card and say money is sent back and now they need more

  Business Response

  Date: 05/22/2023

  This letter is in response to the complaint from **** ****,
  #20064204.            We have two
  refunds being processed for a ******* ****.  
  The first is a check in the amount of $200 and this is being sent out
  today May 22, 2023, and the guest should be receiving the check within the next
  7-10 business days.  The other is a
  refund back to the ********** the invoice was paid with in the amount of
  $755.39 and this was processed on May 16, 2023, this should be reflecting on
  the card already and if not, it should within a day or so. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/15/2023

  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 February 26, 2023 I alerted the company to a service issue I had with one of its providers relative to work performed on my vehicle:
  
  From: **** ***** *** **************
  Date: 02/26/2023 10:51 PM
  Subject: Inquiry
  
  
  
  
  On February 19. 2023 I went to store #750 for a scheduled brake change.  I was told by Daniel B*** III that I was listed for an oil change and that no one was available who could change brakes.  When I expressed my incredulity I was told that he could approach someone who was on duty to see if he were inclined to fix my brakes since this person did not otherwise get paid to fix brakes.  After a brief consultation, Daniel informed me that said person would do the work. I asked Daniel if the person was, in fact, qualified to fix brakes; Daniel assured me that he was. 
  
  
  Whereas I had been told that the work would be completed on the same day, I was later dismayed to learn that my brakes had seized up, requiring a part to be ordered which would not arrive until the following day.  An agreement was reached and documented that my expenses for **** rides would be reimbursed.  They were not. 
  
  
  To add insult to injuries, when I got my car back I discovered that my struts which arrived at this location in working order are now in need of replacement.  At worst this appears to be retaliatory for the service center absorbing costs relative to my brakes having seized up and at best it’s incompetence.  In either  case it happened on their watch due to their labor and the burden should not be mine to bear. 
  
  
  Your attention to this matter would be greatly appreciated. 
  
  
  I was asked to get an estimate by Theresa G*******. This was emailed to her on April 10, 2023. Since that time my email and phone calls have not been responded to as if a strategy is being employed to see if I will simply go away?

  Business Response

  Date: 05/23/2023

  This letter is in response to the complaint from ******* *****,
  #*******.            Mr. *****
  stated in his complaint that his struts were some how compromised after our
  location performed the brake pad replacement on his vehicle.   The documentation that he has provided states
  nothing about struts and in fact states that he needs a sway bar link for the
  vehicle which in fact are not struts at all. 
  And our shop could not have caused damage to the struts, or the sway bar
  links on the vehicle during a pad replacement.  
  We will not be taking responsibility for the services that Mr. ***** vehicle
  need at this time.****** ******** ********** ********, or a ****** Dealership.  Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******0, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company makes reference to my suggestion that there was a problem with the struts while the diagnosis concludes otherwise; the company elects to hang its hat on this.  This position is ridiculous on its face as it relies on an opinion expressed by the complainant who is an amateur at best and never held himself out to be offering an expert opinion.  Further the company chooses to conclude that the work performed could not have led to the outcome stipulated in the repair estimate, yet the company conveniently chooses to ignore that the vehicle was driven by its employee(s) and it cannot be ruled out that the problem arose at this juncture.  Finally from a customer service standpoint the company provides no explanation as to why it took the filing of this complaint to get any answer to this matter which has been lingering for 3 months. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 05/30/2023

  This letter is in response to the complaint from ******* *****, #*******.Furthermore Mr. ***** did not provide us with the documentation of what he had alleged that our shop had done to his vehicle.  We would not be taking responsibility for parts that need to be replaced on his vehicle.    The work that we performed would not have caused these parts to fail on the vehicle.  These are a wear and tear part of the vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/15/2023

  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.

  A scheduled engine appointment was made and whilst doing the work the mechanic admitted aloud that he chipped the windshield. The chip was exact where the work needed near the wipers that also are not working now correctly. The mechanic admitted to the incident and said he’d need to contact “Jeff” and corporate office. The mechanic allowed the car to leave as was. The chip has now stretched more than the legal NYS 11 inch law. However after many calls and the “waiting for corporate response from MrTire” this has become a hazard. It also impedes the NYS windshield laws of distraction and safety. Days later (day 5 now I believe) and after a second opinion from a reliable mechanic elsewhere this is a liability on MrTire. Safety is vital and the laws are for all!

  Business Response

  Date: 05/22/2023

  This letter is in response to the complaint from James
  ******, #********.            For me to
  assist further I would ask that ***** contact our customer service department due
  to this being a claim of damage to his vehicle. 
   I do not show record that a call
  has been received before this time regarding an issue with the service
  received.   If Mr. ****** could give us a
  call at ###-###-#### and our representatives will be able to
  assist further with this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/12/2023

  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.

  I took my to car to get a rear arm control replaced mechanic told me it needed a rear subframe so I OK the job. When I got a call to go pick up my car I was told the car was good and it was safe to drive. I asked the couple times if the car was safe to drive I was assured the car was safe to drive. When I turn on the car. I noticed the check engine lights was on when I gave them the car with no Check engine lights on. My muffler was loud and I just got my catalac converter install 2 month. I was upset about these problems but I thought it was a small problem but once I drove couple of feet away I noticed that the car was not safe to drive. It had wobble and make a lot of clanking noise and my tires was rubbbing against something. I drove it out the parking and turn into the next store to see what was wrong and natice my back tires was not staight I put my Hazzard lights on and back into the shop and went to explain to the guy how the car was not safe drive and how my check engine lights was on and my mufflers was loud and the cars wobble and tire scrapping. He said that he did not know what was wrong with it and they try but couldn't find the problem and to take it to another shop. I left the car there upset and told him to fix my car he was hesitant to do so I said I'm just leaving the car here just keep trying. The next week I just didn't feel right or comfortable with them working on my car. So called to get a status on the car and I was told Something about the will bearings. Which I knew was not the problem because I just finished putting new wheel bearings on my car. Which I had told him when I brought the car back that moment I Reverse it back it to the garage. I felt like they didn't know what they were doing. Especially after he told me he kept the car a extra day because they didn't know what was wrong with it. At this . I just want my car back and a refund. I went and picked up my car This when I called the cops
  to get a refund and madeapolice report.

  Business Response

  Date: 05/17/2023

  This letter is in response to the complaint from **** ******,
  #********.            Our office
  spoke with the guest on May 9, 2023 as well as May 10, 2023 and I have explained
  to the guest in order for us to assist him further we would ask that he take
  the vehicle to one of our other locations to have the vehicle diagnosed since
  he has taken his vehicle back to this location and they were not assisting him
  with his concern.  The guest has not
  provided documentation at this time stating he has had the vehicle diagnosed
  elsewhere and unfortunately without knowing what is going on with the vehicle currently
  we would be unable to assist at this time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/12/2023

  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 11 May 2023 we took our daughters car to have a tire repaired. Upon examining the bill for the repair we see we were charged twice for flat repair and rebalance, we were charged for a new TPMS rubber valve stem which was not replaced and didn't need to be replaced, since the tires and valve stems were brand new and installed 1 April 2023. I know for a fact the tire had a screw in it. I saw the screw in the tread. They used a tire plug to repair the the hole but charged for a vulcanized patch that wasn't utilized.
  
  I have attached pictures of the receipt including the total charged, a picture of the supposed new rubber valve stem and the repair plug in the tire tread area.

  Business Response

  Date: 05/17/2023

  This letter is in response to the complaint from Kyle
  *******, #********.            We apologize
  that Mr. ******* is unhappy with the service that was done on his daughters’
  vehicle.   I will be processing a refund
  of rubber stem that the shop did not change when patching the hole in his daughter’s
  tire. The refund is in the amount of $17.58 and will be going out as a check on
  May 30, 2023 in the form of a check out to the guest this can take up to 7 - 10
  business days to reach the guest.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 05/17/2023

  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:05/12/2023

  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.

  On 5/11/23 I brought a 2015 ****** ***** to Mr Tire on CR64 Elmira NY because the check engine light was on and it had been diagnosed with a small EVAP leak. I needed a new purge valve, and was told that it needed a fuel system clean as well. I asked if the fuel system clean was necessary to fix the problem of an EVAP leak, which Stacey the sales associate said yes. I asked her for an estimate of costs before doing the work, and she refused. They did the work, and I, captive at that point, paid it. I've spoken with several mechanics afterward who have confirmed that this was not necessary and was an upsell. I called the store and spoke with assistant manager Nicholas K*** who told me that they would refund me, but that it has to be approved by corporate. I spoke with Lorraine in corporate who said that decisions are done at the store level. Nicholas subsequently stated that they will not be refunding my money. I am not only upset at the upsell, but that they engaged in a UDAAP violation in taking advantage of a consumer, and also that Nicholas K*** attempted to diffuse the situation by sending me to corporate when corporate confirmed that it is a local store who makes decisions on refunds. Due to the additional time and consumer violations regarding this experience I am seeking a full refund of the entire bill paid of $515.57.

  Business Response

  Date: 05/17/2023

  This letter is in response to the complaint from *** *******,
  #********.            We
  apologize that Mr. ******* was not satisfied with the services that have been
  provided at our location in Elmira, NY, however we would not be providing a
  refund to the guest for the services that have been provided to him.   The guest approved this work, and it was
  explained to the guest prior to the work being done that the fuel system clean
  would increase the performance of the vehicle and he agreed to this he also
  signed the invoice agreeing to the amount. 
  If the guest is unhappy with the cost of the services, we do offer a 30-day
  price match, where if the guest provides an estimate of the cost that a competitor
  would charge for this same work, and it is lower we can offer a refund of the
  difference in the services.   A few of
  our competitors would be as follows,****** ******** ********** ********* or a ****** Dealership.  Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.