Business Profile

Auto Repairs

Monro, Inc.

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Complaints

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

Customer Complaints Summary

906 total complaints in the last 3 years.
373 complaints closed in the last 12 months.

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Submit a Complaint

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:05/09/2023
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.
Had oil change on ***** which have been going to for several years. This time it was not the same owners I have been dealing with.
Left when done had to pull over down road because left left one of their tools on my engine and I could hear something rattling. Turned around and returned tool
Several weeks later (because car is third vehicle and not driven much at all) noticed oil all over drive way.
Took back and they replaced a pin in the oil pan.
Couple days later again noticed oil all over driveway and oil light came on.
Brought it back today 5/6/23 and was told u can pay for an oil pan. Which is 300.00 that I don’t have. I told them this only started after they did the oil. They talked to manager Ed C****** who said they can take a hundred off and only pay 200.00. Again cannot afford and I did not have an oil leak until they changed the oil. I should not have to pay for the mistake they made.
I have spent around 3-4 sitting at the shop during the two additional visits on a day I was supposed to be working.
I would like them to replace what they have obviously broken so my car is back to the condition it was when I brought it in.
Thank you
Customer Answer
Date: 05/13/2023
Better Business Bureau:

my name is George******* with an Acura
this complaint says Mr Hoggad with a Toyota?

I have reviewed the response made by the business in reference to complaint ID 20026634, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ******* Jr

Business Response
Date: 05/15/2023
This letter is in response to the complaint from ****** ******* Jr, #********. Mr. ******* spoke with our office on May 10, 2023, and at that time his information was
sent to our risk management department due to it being claimed that during his
oil change on his 2012 ***** ***. Our
Risk management department has informed our insurance company that this would
need further investigation and there would be nothing further we can do here at
customer service regarding this matter.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:05/05/2023
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 had a faulty strut repair performed at a shop in Baltimore, MD (store #418) in the fall of 2021. The shop made this repair after indicating to me that it was urgent to make at the time, despite the fact that I had taken my car in for another issue. They replaced the struts but failed to rotate and balance the tires, leading to terrible vibrations while driving. I took the car to another shop which diagnosed this problem and Monro ultimately reimbursed me for that service given their negligence during the replacement.

On January 26 of this year, I took my vehicle to my new mechanic yesterday for an unrelated issue but, while they had they car, they did an overall inspection and noted that that struts were quite worn and needed to be replaced. Given I just had this done less than 18 months ago, this should not have been necessary. I contacted Monro and spoke with Tazmarie V*** on January 27. She asked that I send the invoice from the shop to consider a reimbursement. I have continued to follow-up with Tazmarie for the last 3.5 months but have received no response (outside of a brief email saying she did not see the receipt which I had attached to my initial email). Accordingly, I am asking that Monro reimburse the cost to replace the struts again ($1,139.98 for parts and labor) as well as the necessary alignment following the strut replacement ($125).
Business Response
Date: 05/11/2023
This letter is in response to the complaint from **** *******, #********.            I have
reviewed the documentation that the guest has provided along with the invoice
from our services being done on September 2, 2021, our invoice shows that the
guest only had one strut replaced on this date and there are no other invoices
for the guest.   Our shop at that time
did recommend a second strut along with ball joints for replacement however
these were declined by the guest.               We would be
able to refund the guest the cost of the strut due to this part being under
warranty with our company. We would not
however, be able to refund the guest for the cost of the labor or the alignment
that was needed on the vehicle due to these two items being out of warranty.            The total
refund for the guest would be $264.98 this will be processed. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 05/19/2023
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.
While I understand that the repair may have been under warranty at your shop, after a negligent repair and horrific customer service experience, I no longer trusted your shop to make the repair. Therefore, I had to go somewhere else for the repair and would ask that you reconsider the refund for the labor costs.Additionally, you failed to address the fact that both struts were repaired at your shop and subsequently replaced. Your initial response indicated that only one was replaced. However, in my last message, I provided my receipt highlighting where both struts were replaced (or at least where you charged me to replace two struts). If you need me to reattach the invoice, let me know and I will do so. Please let me know if you are willing to refund the cost of the second strut as well. Thanks.
Regards,

**** *******
Business Response
Date: 05/25/2023
This letter is in response to the complaint from **** *******, #********.            We would
not be able to offer a refund of what the guest paid another shop to repair due
to the services were under warranty with our company and there would have been
no charge for the cost of the parts with any of our locations had he gone to
have this work serviced.   Therefore, the
refund we have processed for what was charged in September for the part is all
that we would be offering.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:05/05/2023
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.
Hello,

I have had a 6 month plus issue with the tire choice location 6025 Virginia Beach Blvd Norfolk, VA 23502. In July of 2022 I brought my car to the tire choice location to get my break booster fixed. I dropped it off on a Saturday morning and due to many delays wasn't able to get it back until a few days later. I was coming from out of town so I had to delay my trip back home.

About a month or so later the issue came back and I brought my car back to get it fixed. They fixed it and said sometimes the parts that come from their supplier are faulty. A couple months later in November the issue happend again. The part didn't work. They fixed it but it failed again. When I called around December they said the part was on back order and they would let us know when it came in. I have been calling every month or so. They have never called me. Every month the manager or rep I speak to says they haven't recieved the Part yet. It's almost been a year since they initially did the work on my car and it still hasn't been resolved which has caused me to fail inspection. I need my money back plus my car to be fixed.
Business Response
Date: 05/10/2023
This letter is in response to the complaint from Michael
*******, #********.             I apologize
that Mr. ******* has had this experience with our service on his 2007 ****** *****. I spoke with the store manager of
the location this morning and he was able to order a brake booster from one of
our other vendors and the brake booster should be delivered today to the
shop.   The store manager also expressed
that he spoke with Mr. *******, and he will be bringing his vehicle to the shop
over the weekend for the service to be completed.   I would like to extend a service credit to
Mr. ******* for the inconvenience that this has caused.   The service credit would be in the amount of
$200 and can be used at anyone of our locations and would be good for one year
on any service he may need in the future.
Again, our apologies for this inconvenience. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 05/10/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I don't currently live in the area thus i wouldn't be able to utilize the future credit towards future repairs. Also, i don't trust this shop/company because of this experience. I need the repair work done by this company and a refund of what I paid. This has been over 6 months in the making. My inspection recently failed as well. It's only fair that I am refunded in cash or payment directly to me. I have driven down 3+ hours each of the past visits to get the work done and will have to do it again this weekend which is a huge inconvenience. That's gas money and mileage i have to put on my car. $200 future credit will not suffice for the amount of time and money I have lost due to the negligence of the shop. n

Regards,

******* *******
Business Response
Date: 05/15/2023
This letter is in response to the complaint from ******* *******, #********.             I would be
unable to process a refund for the amount that the guest paid to have the
services done on July 19, 2022. All that
I would be able to offer for the inconvenience and due to Mr. Hoggard not
living near one of our facilities is I can offer a refund in the amount of the
$200 as a customer service gesture due to him having to return to our shop
multiple times to correct this issue. 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.
The latest update is that i went to the shop the week of May 8th after being notified the part I needed was in stock. The shop reviewed my car and determined that when I originally brought the car to get fixed in July the mechanic at the shop misdiagnosed the problem. The mechanic no longer works there. The manager at the shop told me that I needed to contact corporate in order to get a full refund. They determined the issue is something related to EMD which they cannot fix because they don't have the capabilities for it. I contacted corporate and have had some back and forth about the refund. I last spoke to Theresa last week around weds and she was going to contact me back the next day or so after she discussed with her director. I contacted Teresa again yesterday may 23rd to get an update because I haven't heard back yet. I left a note with the person who answered the phone and also left a voice mail. The issue is I paid $800 plus dollars to get my car fixed and almost a year later it's still not fixed. The shop misdiagnosed the issue and the issue still isn't fixed. I am requesting a full refund. I paid to have my car fixed and it wasn't/still isn't therefore at minimum I need my full refund so I can take it elsewhere to get fixed.

Regards,

******* *******
Business Response
Date: 05/24/2023
This letter is in response to the complaint from ******* *******, #********.            I would be
unable to offer a refund for what Mr. ******* paid in July of 2022. It has been almost a year since that service
was performed on the vehicle. If the
guest believes that the issues, he is having with his vehicle are due to the
work that we, did we would need documentation that shows that this is the
case. No refund will be offered at this
time. Thank you for your time,  Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 05/30/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have attached two invoices. The business misdiagnosed the issue and now confirms it is not the brake boosters, but an EMD issue that they are unable to repair. I should not have to pay for a repair I did not need in the first place and have now waited a year for a part I did not need.
Regards,

******* *******
Business Response
Date: 06/01/2023
This letter is in response to the complaint from ******* *******, #********.            I would be
unable to offer a refund for what Mr. ******* paid in July of 2022. It has been almost a year since that service
was performed on the vehicle. If the
guest believes that the issues, he is having with his vehicle are due to the
work that we, did we would need an estimate of what it will take to correct the
concern at this time. No refund will be offered
at this time.Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 06/02/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have been in contact with Peter from the better business Bureau who is digging more into this but to clarify, the issue I came to the shop to get fixed is still there. Theres anhussing noise that happens when i hteak and the vsc code that was there when i brought the car in originally is still there. The mechanics at tire choice admitted that the work they did did not fix the car. When you say get proof that the issue isn't fixed aside from tire choice location saying the car isn't fixed and giving me a write up of what they think the issue is do you just need me to get a quote from another mechanic that says the car isn't fixed and laying out the problems? I just want to be crystal clear on what you need from me.

Regards,

******* *******
Business Response
Date: 06/02/2023
This letter is in response to the complaint from ******* *******, #********.             As I have
stated in my previous responses to Mr. *******, we would need documentation
from a shop of his choosing showing that he has had the vehicle repaired
elsewhere and would be unable to refund at this time. Mr. ******* has refused on multiple occasions
to have the repair redone and send us the documentation.   There would be nothing further we can do
regarding this matter at this time. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 06/04/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you for the additional clarity. I just didn't understand the "why" behind the original request for me to got to another mechanic. Attached, please find copies of the receipt from *** ****. I took the car to the shop and the diagnosed the issue to be an issue with the brake booster which is what the original diagnostic at Tire Choice was. They confirmed that they were very confident that was the issue and they gave me an estimate of $795.46 for them to fix it. This is around the cost I paid Tire Choice back in July. The cost is listed at the bottom under general comments.

Regards,

******* *******
Business Response
Date: 06/12/2023
This letter is in response to the complaint from ******* *******, #******** .            I have
reviewed the documentation that Mr. ******* has provided with my director, and
we will be refunding the $866.03 this will be coming back to Mr. ******* via a
check. We process the checks once a week
on Fridays so it will be processed this week.
The address in which we will be sending the check-out to is the address
the guest provided here through the BBB.
The **** ******* Ct. *********, VA 22003. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 06/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20021677, and find that this resolution is satisfactory to me. Thank you so much. My address is **** ******* ***** ********* VA *****.

Regards,

******* *******
Initial Complaint
Date:05/02/2023
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 the morning of March 30th my **** started running rough. I called ********* in which is an auto repair insurance company when you cars warranty has expired. They gave me two places in my area(Newark, DE) to take my **** to so they could put it on a diagnostic machine to found the problem. I took my **** to Monro auto repair shop on that morning. I received a call from Monro repair shop on March 31, 2023 and was told that the spark plugs and the ignition coil needed to be replaced and ********* will only cover the ignition coil. I asked what’s the total cost I would have to pay and was quoted $839.74. I did allow Mike R***** the office manager to proceed with fixing my jeep. On Wednesday April 4, 2023 the **** was ready, after letting him know I didn’t have all the money for the repair he offered me to apply for a loan through a company called Easy pay that his facility uses for pre-pay and I pay them back in monthly installments. I applied and was approved. Thinking all is fine. I picked my **** up on that Wednesday, April 4 and took it for a 15 minute test drive and while at a red light it, it act like it was miss firing, but I thought maybe a glitch. I went home and that next day I was running my errands and, it started miss firing again more frequently. I called Mike at Monroe shop and let him know the **** was sounding like it wanted to turn off like it did when I first took it to him. I did let him know that since it was Easter weekend coming up in a few days I already had plans and needed the Jeep. We agreed that I could bring it in Tuesday(April 11, 2023). I took my **** back to the repair shop and was told it’s something else wrong with the **** and I would have to take it to the dealership to get that fixed. Mike told me they will clean the throttle body but after that take it to the dealership. Now it’s going to cost again. May 2,2023 I’m at another auto repair shop to see if I can get the problem fixed. It’s going to cost another $800 plus.
Business Response
Date: 05/05/2023
This letter is in response to the complaint from **** *****,
#********.            We
apologize that Ms. ***** is having this experience after our services were
performed. I would ask that Ms. *****
provide documentation from the shop that her vehicle is at currently
documenting what needs to be repaired at this time and I can review it on our
end to see how we can further assist.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Business Response
Date: 05/25/2023
This letter is in response to the complaint from **** *****,
#********.            We
apologize that Ms. ***** had this experience with our services. I have reviewed the documentation with our director,
and we will be refunding what Ms. ***** paid our company due to the work
needing to be redone elsewhere.   The
refund of $839.74 will be refunded back in the form that it was paid to us,
which was our Easy Pay financing.   This
will be processed and sent to Easy Pay to let them know of the refund request
on May 30, 2023, and the guest should follow up with Easy Pay regarding the
credit.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 05/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *****
Initial Complaint
Date:05/01/2023
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.
April 14- Dropped off for oil change and tuneup
April 15- called me to pick it up after work...paid 825.00$
called them to tell them it wasn't driving or shifting right. Told me to bring back Monday
April 20- took back in.
April 21-went in to grab my house key off key ring. They snapped sparkplug 3 because it was seized in. Using a **** truck tool to remove broken piece.
April 22-got the call to pickup. Told me it drives 20 percent better. Driving home, I smelled burning. Get home, turn car off, open hood. There I find the intake filter box not even bolted or secured, the hose wasn't connected. I seen a wire randomly laying on my battery so I pick it up and sparks start flying and something starts running. I jump away from it as it start smoking really bad. Neighbor disconnects battery as the noise winds down. Notice other end of wire connected to starter. All wires/hoses are melted/burnt near starter. Also notice an oil leak thar wasn't there before. Tried starting car, wouldn't start.
April 23- went out to talk in person. They tried saying I put the lead test on my car. They had Parsons pick my car up on a rollback at 2:01 pm. They called at 3:19 to pick it up. I contacted Monro Corporate. April 28-They towed my car to state college.
April 29-called to tell me my car was done, that i now need coil packs on every spark plug. Also, that my transmission is going out. It had no signs of transmission problems before all this happened.
This is my only transportation to and from work, my kids and i's doctors appts. I am hurt. I put 3500 dollars into this car for the repairs and now this. I have barely anything to even try for another vehicle.
Business Response
Date: 05/05/2023
This letter is in response to the complaint from ****** ****,
#*********.            My
department as well as the district manager for the location Ms. **** took her
vehicle have spoke to her regarding the matter with her vehicle.   The services that were performed were all
that the guest could afford at the time, and it was explained that she would
need a couple more coil packs to resolve the issue with the misfire going on
with the vehicle.   There is nothing
further we can do on our end regarding this matter.   Ms. **** would need to finish having the services
performed to resolve this matter.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:04/26/2023
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.
I was quoted a different price and when I schedule the appoint I was given another. I went online and seen another price. $645.91 and the gentleman told my husband a little over $500 including tire replacement, wheel alignment etc. So I had to remove the wheel alignment and road hazard which was an extra charge just to bring it close to the $500 mark. They’re also charging me for TPMS kit because they have to do it every time and when I have gone elsewhere that has not been an issue unless they see a problem with it. They didn’t even inspect like their website states and are automatically charging me for it.
Based on the web:
TPMS sensors are designed to last for many years – 5-10 years is a likely lifespan. Given their cost, most drivers will be inclined to replace TPMS sensors on an “as needed” basis – in other words, only once their batteries have expired, or other TPMS components have failed.
Business Response
Date: 04/28/2023
This letter is in response to the complaint from ******* ******, #********.            I was able
to find the invoice from Ms. ******’s husbands services.   I will be refunding the TPMS kits that **** ****** did not agree to for the service.
To specify the Lifetime tire install package includes an inspection and
reset of the tpms sensors this does not include the changing of the valve stems
which is the tpms kit that he was charged for.
This is an extra charge and that is recommended when changing out tires
due to these valve stems are made of rubber and can crack and weather over
time.   This being said I am processing a
refund in the amount of $44.05 and this will be refunded back to the Visa card
the service was paid with.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 04/29/2023
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.
I accept the refund but they stated that the reason of TPMs, in which I know why. But I am being charged beforehand without it being checked. I was told I have to pay for it every time I have my tires changed. There is no checking. If it’s ok I am still paying for it. The letter states they check as it can be cracked and needing to be replaced. But that’s not happening.
Regards,

******* ******
Business Response
Date: 05/05/2023
This letter is in response to the complaint from ******* ******, #********.            I have
filed your complaint for the management who oversee this location can coach
their staff in how to explain the service better to their staff and Ms. ******
has been refunded for the TPMS she was charged for.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:04/24/2023
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 bought tires online and had them installed at the 5 bel air s parkway location Mr. Tire. I also asked for an oil change and to have the EGR valve replaced. They did all the work, allegedly, except the oil change. They forgot to do the oil change, so i had to make a second appointment the following week specifically for an oil change. When i went back i paid over $120 for a full synthetic high mileage oil change. I cut an astrict into the paint on the filter so i could see if it was changed. when i got the truck back i did not notice the astrict, however it was still the same color filter.

I made another appointment to take my truck for another oil change saturday April 21, 2023. when i got there i went to cut the astrict into the filter, again to mark it to ensure it was changed. Except this time, there was already an astrict cut into the paint on the filter. It was the same exact filter that i cut the astrict in before the last time they were supposed to change the oil. SO did they change the oil? i bet not!

MR Tire has committed fraud and theft, and has potentially damaged my vehicle, and certainly damaged my fuel mileage.

I expect to be fully refunded, and to be compensated to have my vehicle completely evaluated for damage from old bad oil.

NTB did an oil change noting the old filter, Black sludge like oil, that had clearly not been recently changed.
Business Response
Date: 04/28/2023
This letter is in response to the complaint from ***** ********** Jr, #********.            I was able
to find the invoice from which Mr. ********** had service done at our 5 Bel Air
South Parkway location I would ask if he could please provide the documentation
from having the vehicle serviced elsewhere for us to review this case further.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Business Response
Date: 05/10/2023
This letter is in response to the complaint from Kevin
**********, #********.            We
apologize that the oil change was not done as stated on January 21, 2023, I
will process a refund in the amount of $119.13 which is the cost the guest paid
for the oil change.   I would ask that Mr.
********** provide documentation of the evaluation of the vehicle due to him
alleging that this oil change not being completed caused concern with his
vehicle.   I can review the documentation
once it is provided.   As for Mr. **********’s
demand that we compensate him for his time this is not a request we are able to
satisfy, we do not compensate for time or lost wages. Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 05/15/2023
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.

While i appreciate having my stolen money returned, I do expect, being the victim of criminal fraud to have my time reimbursed. Not only the time i spent waiting for my truck for no reason, but the time ive taken to address these concerns. I have spent several hours making phone calls, sending emails, filing complaints. Its ridiculous! All because a Monroe employee decided to steal from me, lie to me, and engage in fraud. If i am not completely reimbursed I will be left with no choice but to contact a class action lawyer. I know i am not the only one being scammed and defrauded. My time is worth money and it was stolen from me just as my money was for a service never rendered. SO when your company is ready to settle this claim and compensate my stolen time i will negotiate with you. If it does not happen, I will be forced to speak with counsel.

Regards,

***** ********** Jr
Initial Complaint
Date:04/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/11/23 - I went to Mr. Tire Auto Services to get my car serviced. I brought my car in for service due to a flat tire that was caused by a pot hole. At the initial date of service I was sent to a local junk yard to purchase a used rim, as my rim was dented. (Per the reports of the mechanic). I purchased the rim from the junkyard and returned to Mr. Tire. I was then told the rim was not the correct rim. The mechanic reported he would be taking it back to the junkyard to exchange for the correct rim - he departed. Then I left. Then next contact I got from Mr. Tire was when I contacted them that evening to assess when my vehicle would be ready - I was told the next day. On top of having to initiate communication to determine whether my vehicle was ready, no one mentioned anything about issues with my rim. I then picked my vehicle up the next day - by the end of that day my check tire light had came in. I thought it was due to the temperature - but the next day I noticed my tire looked like it was becoming flat. I put air in it. I had to do this twice - and then the second time I returned to Mr. Tire. It was then I was told that my original rim had not in fact been replaced with the junk yard rim - instead the original rim was "banged" out and used again. As a result of the damaged rim the tire was leaking. I am completely dissatisfied with this service as they were not upfront in their communication regarding services provided and intentionally put a new tire on a damaged rim without getting my consent as they had already made it clear the original rim was damaged beyond repair. Now I am left needing to purchase a second rim - and still attempting to get my vehicle back in standard condition. I am completely unhappy with the service provided by Mr. Tire and deem it be bad business. They tried to get away with not exchanging the rim but instead using the old rim without my knowledge OR more importantly permission.
Business Response
Date: 04/27/2023
This letter is in response to the complaint from Georgette
*****, #********. I have looked up Ms. *****’s invoice of
service from April 11, 2023 for her 2013 ****** ***** as well as reached out to
the store manager regarding the happenings from April 11. Unfortunately, the store manager was not
present on the day the guest came into the location for service however he did
see that the guest went to Google and put in a review regarding their
visit. The store manager stated that
the technician did go back to the junk yard and got a second rim however the
second one would not hold air either and that was when they decided to pound
out the rim of the vehicle and being that it a steel rim on the vehicle, they
are able to do this. We apologize that
this was not able to rectify the concern with the vehicle however if Ms. *****
is looking to get a new rim for the vehicle it would be recommended that she
purchase one from the dealership as a new rim due to there being no guarantee
with purchasing parts from a junk yard.
This would not be something that we would owe the customer.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:04/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
April 11, 2023
From: ***** ******* / Retired Military / **** **** ******* ** ************* ** ***** *** ************ / I have an ****** and it don’t recognize outside numbers, leave message. Email: *********************
To: Mr. Tire / Management / Mechanics
Subj: Steering Rack & Pinion replacement.
**** ***** ****** Chambersburg, Pa 17201
1) I came to Mr. Tire March 30, 2023, and inquired could they repair my 2013 **** ****** SE. And they stated that they could, and it was a 4–6-hour job. I ask could they have the rack and pinion steering part by the 31st and they said they couldn’t So, I decided to try to order one online, and found success with an overnight delivery of the part (******* *******) Remanufactured rack and pinion steering system. Time was not on myself being I worked in Frederick, MD
2) April 1, 2023 I brought the ****** in about 0900 am for repair because that’s when they said the tech expert would be there. They did not have it fixed that day. They said the mechanic would be there Sunday April 2, 2023 to finish the job. I came back towards the end of the day and the car was not finished. Monday April 3, 2023 my car was not finished claiming they had to order new tie-rods and lower control arms. Which I had brand new ones installed before I came there.
3) I rented a car that Monday April 3, 2023 because I could not afford to be out of work again that day. (Car Rental 2-days) ********** - $189.72
4) Tuesday afternoon April 4, 2023 my car was ready for pickup.
5) Since they had my car for 4-days Friday 7, 2023 I decide to put it on a lift and check it out along with the mechanic on ******** Army base.
6) What we found was unsatisfactory and dangerous!!!!
7) See attached photo’s
Respectfully,

***** *******
Aftermath of car repair between 1-4 April 2023.
Business Response
Date: 04/27/2023
This letter is in response to the complaint from ***** *******, #********. To assist
further I would ask if ***** could provide me with the documentation of what he
has paid out off pocket during the time the vehicle was in for service I will
be able to speak with our director regarding this matter to try to assist
further with this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 05/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have attached a copy of the rental car invoice.

Regards,

***** *******
Initial Complaint
Date:04/21/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased 4 tires 08/11/22. 3 lug nuts were damaged when tiers were replaced. Told Michael M***** about the lug nuts. Michael said he would replace lug nuts with original equipment lug nuts. He said he would call me when they came in.
Made several trips and ask about lug nuts and was told he would call me when they came in. Still have not received lug nuts.
Business Response
Date: 04/26/2023
This letter is in response to the complaint from **** ****,
#********.            I would ask
at this time if Mr. **** could provide a paid receipt for the lug nuts that he
is alleging our shop stated at the time of his service that we were going to
replace I will be able to review that documentation here an see how I can
assist in resolving this matter.   We
apologize that the shop has not followed through with assisting in this matter.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 05/08/2023
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.

The consumer sent the attached receipt for the lug nuts.

Regards,

**** ****

Business Response
Date: 05/10/2023
This letter is in response to the complaint from **** ****,
#********.            I have received
the documentation that Mr. **** provided, and a refund will be processed on May
16, 2023, in the form of a check in the amount of $37.50 that he paid for the lug
nuts for this vehicle.   I apologize that
this occurred and that the shop did not rectify this matter for the guest.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 05/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please make sure that they know my address is * ******** ***** ****** ** ****** ** *****

Regards,

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

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

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Monro, Inc. is NOT a BBB Accredited Business.