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.

  4731 Onondaga BLVD Syracuse, NY 13219

• 

  Monro, Inc.

  3384 Delaware Ave Kenmore, NY 14217

• 

  Monro, Inc.

  7225 Pittsford Palmyra Rd. Fairport, NY 14450

• 

  Monro, Inc.

  1860 Stone Rd. Rochester, NY 14615

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:05/06/2025

  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.

  Dear Sir/mam I am writing to formally raise a complaint against the Tire Choice Auto Service Center located in Pleasanton, California, regarding a recent service experience that involved improper brake installation on my vehicle and an unresolved refund. On [exact service date [ feb/08/2025 ], I took my 2014 *** ****** Hybrid to the Tire Choice Auto Service Center for the following services: • Replacement of front and rear brakes and rotors • Oil change • Air filter and cabin filter replacement Soon after the service, I noticed a serious issue with the front brakes. Within three days, I returned to the shop and explained the issue. However, the staff inspected the vehicle and assured me there was nothing wrong, and advised me to continue driving. Still concerned for my safety, I took my car to ****** **** ****** in Santa Clara on April 3, 2025, for a second opinion. Upon inspection, they informed me that the brake parts installed by Tire Choice were incorrect and unsafe, and recommended immediate replacement. I followed their advice due to the serious safety concerns and had the correct parts installed. After this, I returned to the Tire Choice service center and showed them: • The faulty parts they had installed • A video from the other mechanic demonstrating the issue The staff acknowledged their mistake and assured me that a full refund for the brake service would be processed. However, as of today, May 6, 2025, I have not received any refund. I have visited the service center twice since then, and each time they claim the refund has been escalated to the head office, but they are unable to give a timeline or confirmation of payment. This situation has caused me considerable distress and inconvenience, not to mention the safety risk I was exposed to due to their negligence. I request: 1. An immediate refund of the brake service charges. 2. A written apology acknowledging the error and delay. 3. Reimbursement for the additional cost I incurred due to

  Business Response

  Date: 05/08/2025

  This letter is in response to the complaint from ********** ********, #********.            I do have a
  refund request that was sent up from our store in Pleasanton regarding work
  that Mr. ******** had stated that he had redone elsewhere, and I have the approvals
  to process the refund however we need the documentation from the outside shop
  that has corrected the services on the vehicle.   The store has informed me that they have
  reached out to the guest multiple times requesting the documentation from the
  guest however he has failed to reach out to them or bring the documentation by.   If Mr. ******** would be so kind as to
  forward that documentation over to me, I will get the refund for what needed to
  be corrected on the vehicle by the outside shop refunded to him.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/05/2025

  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 had a very frustrating experience at Monro (Talcottville Rd, Vernon, CT) with a tire rotation and alignment for my 2005 ****** *****. I was turned away despite having an appointment, then told I needed new tires before an alignment. On my third visit (May 4, 2025), I bought an $82 ******* as advised. After installing the tires, I was told the alignment couldn’t be done due to a tie rod issue — which I wasn’t told beforehand. I questioned why the work proceeded without confirming with me, especially since the alignment was the main reason for my visit and tire purchase. The staff member had no clear answer and became visibly dismissive. I nearly lost my patience, but stayed calm and took his suggestion — “like I said, you can call corporate” — seriously.
  
  Since then, I have tried to contact Monroe’s corporate office multiple times. Their phone system is difficult to navigate, and I’ve been placed on hold for long periods without ever reaching a person. I also attempted to email them, but my messages bounced back or were blocked. After being rudely told to “just call corporate,” it’s incredibly disappointing to find that contacting them is nearly impossible. It feels like I’ve been pushed in circles with no accountability or support.
  
  I’m now out $505.85 and feel misled into paying for services I never received. No one made any effort to fix the issue or even apologize. This was a huge inconvenience — it cost me time, money, and multiple trips. I’ve been a loyal Monro customer for years, and I’m disappointed that such poor service and communication went unaddressed. I expected better.
  
  Amount Paid: $505.85
  Resolution Requested: Full or partial refund — especially for the unused $82 ******* — and acknowledgment of poor service and communication.

  Business Response

  Date: 05/12/2025

  This letter is in response to the complaint from ***** ****,
  #********.            We apologize
  Mr. **** is not happy with the service he received at our location in Vernon
  Rockville, Connecticut however we would not be able to process a refund for the
  services that have been provided due to the invoice is for a set of 2
  tires.  As for the ******* that was
  purchased for the alignment that was not performed, we are not able to process
  a refund for something we have not been paid for.  Mr. **** would need to go back to ******* and
  request a refund for a service that was not performed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 05/16/2025

  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.
  
  When I contacted ******* for a refund, they specifically stated that the ******* would need to be refunded by the business, as once the ******* is purchased the payment is sent directly to the merchant, Monroe. Although I am dissatisfied with this whole experience and feel JIPPED into paying for services that I really did NOT request I do not wish to drag this on as I see it going nowhere. I would like my complaint to be posted by the BBB so that future customers with concerns can AT LEAST have a forewarning about the shady dealings of Monroe. I also noticed there was no apology for the tone of the worker and his dismissal of my concerns when trying to meditate this situation in-person. Which I would also note. His dismissive "You can call corporate-" went absolutely nowhere as their corporate is impossible to contact, so if any future customers are having issues I would strongly suggest that they get them handled THEN and THERE because if you leave, your basically "assed" out.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/01/2025

  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.

  Mr. Tire, Shop #0877, located at 899 Refugee Rd, Pickerington, OH 43147, and to request a full $$1,739.14 refund. On March 17, 2025, I brought my vehicle in due to the check engine light being illuminated. At that time, the vehicle was running normally and not experiencing any stalling or drivability issues—only the warning light was on. I was advised that the issue might be related to a sensor, but the high-pressure fuel pump and spark plugs were also mentioned, though no definitive diagnosis was provided. Despite the lack of clarity, I proceeded with the recommended services, which included replacing the fuel pump, spark plugs, and an oil change. Unfortunately, these repairs did not resolve the issue. When I picked up the vehicle on March 21, the check engine light reappeared shortly after driving away, and the vehicle began stalling—an issue that had not existed prior to the service. I returned the vehicle to Mr. Tire immediately. After further work, I retrieved the car again on Sunday, March 23. The next day the car shut down on me on my way to work. I was forced to have the car towed to ******* *** in Whitehall, OH. At ******* **** it was determined that a faulty, off-brand high-pressure fuel pump had been installed by Mr. Tire. The dealership replaced it with the proper OEM (Original Equipment Manufacturer) part. Their invoice confirms that they addressed the same components— fuel pump—that Mr. Tire had previously worked on, but this time the repair was successful, and the issue was resolved. Additionally, ******* *** determined with the invoice that the other work performed by Mr. Tire, including the replacement of certain parts and the oil change, was unnecessary and unrelated to the actual issue. This led to additional costs that should never have been incurred. The use of non-manufacturer parts, the misdiagnosis, and the performance of unneeded repairs not only failed to correct the initial problem but also introduced new mechanical issues.

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from ****** ****** III, #********.            I have
  reviewed the documentation and invoices that Mr. ****** has provided and the
  evidence of the text messages between Mr. ****** and his mechanic shows that
  the fuel pump failing was due to an internal failure and not due to the work
  that our store has provided.  With we are
  willing to refund the cost for our fuel pump that we installed as well as the
  fuel system cleaning $816.16, as well as the service we provided $265.41 that
  was paid to our shop on the second visit as well. The breakdown is as follows.$265.41 (invoice from March 22, 2025)$816.16 (fuel pump and fuel system cleaning done on March
  17, 2025)            If Mr.
  ****** agrees with this refund proposal, I will process the refund to the
  credit cards that the guest paid with.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,and find that this resolution is decent to me. However, I believe I should receive a full refund because I was told the previous repairs would fix my vehicle. In reality, the work performed at Mr. Tire was unnecessary, and I ended up paying for unnecessary repairs that did not resolve the issue and caused several inconveniences. Best Regards,
  
  ****** ****** III
  
   

• Initial Complaint

  Date:05/01/2025

  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 1/3/25 I took my 2024 ********* *** **** to Monro/Tire Choice on 1210 E Commercial Blvd Oakland Park, FL 33334. I was having issues with noisy breaks. They put it on the lift and immediately damaged my drivers door, they proceeded to take my breaks apart and damaged the breaks and sensors. I was then given a business card to a body guy and told it would be cheap for me to get it fixed. I reached out to customer service via phone call to Monro and filled a claim #****** and sent over all supporting documents and pictures to *************************) after calling no less than 10-15 times and sending additional emails I was finally told it went to the the damage’s department and was given a number to call. When you call it prompts you select to select to options and then place you on hold only to have you leave a voicemail. Not once have they responded or reached out. They are very obviously avoiding me and will not cooperate on any level. I am trying to avoid a lawsuit but it’s getting to a point I will have no choice

  Business Response

  Date: 05/06/2025

  
  
  This letter is in response to the complaint from **** ********, #********.
  
              Mr. ********’s
  case was given to our liability department who in turn got our insurance
  company involved to investigate this matter. 
  The claim number with ********* insurance is ******* and the rep that is
  handling the case is **** ******.  You
  can reach Lisa at ###-###-####.  There
  would be nothing further that guest services can do regarding this case.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  Date:05/01/2025

  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.

  My 19 year old college student went to Monro in Warren PA to get an oil change. He was first asked by the manager to go purchase his own oil filter because they did not have one in stock. He should have been asked to reschedule the appointment, asked to come back when their staff went to purchase the oil filter or have the oil filter delivered. My son came back from the auto parts store and the oil changed was completed. After the oil change my son had problems with oil leaking. I told him it could be because the vehicle is older. 2011 ********** *****.He watched a video on how to add oil. The oil light kept coming on so I switched vehicles with him . We took it to our mechanic .Our mechanic said the filter was incorrectly installed. It was jammed into the housing unit causing the filter to be damaged. I called the manager and he said he would issue a refund. Within a week no refund was issued and he told me he did not know how to process the refund. I gave him another week and he said he would try to issue it again He wasn't sure how to work the machine. I gave him another week He said his supervisor would need pictures and the invoice which I provided. I never heard back from him. I called him again and he said he would CC me on an email with his supervisor and let me know the outcome. He never called or included me on the email. He said he forgot to include me and he ran out of time to call me. I called the corporate office several times and I was promised a call back which nobody ever called me back so I kept calling. I did get a call from a claims manager and he was confused why he was assigned to my case because it was for vehicles that were damaged not for this kind of claim. I did receive a phone call on Saturday April 26th from a claims representative and she said she would put this to her claims team on Monday and somebody would call me back but nobody did. I have called this company including the store over 20 times trying to resolve this matter.

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from **** ***, #********.            I have
  reviewed the documentation that Ms. *** has provided regarding the oil change
  that was performed by our location and the invoice for the oil change that was
  done at ********** **** **** and determined that we would not be refunding the
  cost of our oil change or the oil change that was done at the other auto shop.  There is nothing on the invoice from ********** **** that indicates that our oil change was done incorrectly or that there was
  an issue with the oil filter that had been installed onto the vehicle by our
  shop.  Furthermore, the guest has
  traveled over 4000 miles since our service was performed which would be within
  the recommended time frame to have an oil change performed on the vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:04/29/2025

  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.

  Saturday April 19,2025 Ken Towery changed the oil in my 2007 *****, while at the estasblishment I noticed the tech, J. G******* using a towel to clean up what appeared to be a spill. After services were completed I noticed my car driving weird, and some smoking. I assumed it was just something minor and continued to drive. On Tuesday, April 22,2025, my car was still driving weird ( slight hesistation ) and started smoking more than before, I heard a loud pop and the car shut off. I had to call a tow truck to take to ****** ********** To my horror: the battery, alternator, radiator and serpentine belt were all damaged and had to be replaced. Total repairs; exceed $2000. I am requesting that Ken Towery refund us for the repairs, due to their mistake of spilling oil or something inside my car causing this OUTRAGEOUS repair bill. MY CAR was driveable prior to getting oil change from KEN TOWERY and afterwards it WAS COMPLETELY undrivable .

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from ****** and
  ****** ********* #********.            Mr. ******** has not reached out to us here at the guest services department to resolve his
  complaint.  We apologize that Mr.
  ******** had a concern after having his oil changed at our location.  I have filed a claim regarding the alleged
  damages that occurred after our oil change was performed on the vehicle however
  the document that was provided from the outside shop is not legible and our
  claims department would need a copy of that document to assist further with
  this matter.  To reach out to the claims
  department we do as for a couple day grace period however you can reach that
  department by calling ###-###-#### and then dialing option 5 for the risk department.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising 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 needed two tires for the front of my truck as they were in bad shape. I called tire warehouse, on Saturday April 26th, they told me they don’t sell my brand of tires. So they told me the cheapest tires they had was **** ***’s for 180$ a piece so I told her let’s do it I’ll just get all four. I picked up my truck Monday April 28th and they handed me a bill for over 1200$. Come to find out they charged me 275 for each tire. I told the guy it was wrong that I was told it was 180$ a tire. He continues to tell me that person didn’t know what they were talking about. I never would have bought the tires if they were that much. They scammed me out of 400$.

  Business Response

  Date: 05/06/2025

  
  
  This letter is in response to the complaint from **** *****,
  #********.
  
              We apologize
  Mr. ***** was not happy with the tire purchase that he had at our location.  We offer a 30-day price match.  *If a customer finds the equivalent quality
  parts, service, and warranty for a lesser price from any approved automotive
  service retailer** and has proof in the form of an advertisement or itemized
  written estimate, we will match it or refund the difference.
   **approved automotive
  service retailer: ****** ****** ********** ****** ********* any regional or
  national automotive service retailer or auto dealer.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In addition to my rejection, I would like the business to refund my money they scammed me out of. Each tire was suppose to be 180$ they decided to wait till truck was done to tell me new price of tires. I will not be wasting my time calling competitors to get priced match. I was told one price and charged another. There’s no negotiation needed. Either I get what I was told the price was or I call attorney generals and start small claims. 
  
  Regards,
  
  **** *****

  Business Response

  Date: 05/08/2025

  This letter is in response to the complaint from **** *****,
  #********.            We would
  not be offering or processing a refund at this time.  Mr. ***** has not provided any written proof
  of the price he is stating that he was quoted and is refusing to provide a
  price match for the services. There is nothing further we can do here at guest services
  regarding this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:04/29/2025

  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 Feb 24th I took my vehicle for repairs to fix an oil leak and get my vehicle inspected. While my car was there the manager called and told me i would also need a tune up. In total I spent 1811.59
  
  On April 2nd I added 2+ quarts of oil and there was a loud knocking.
  
  On April 3rd I took my vehicle back to Monro and Gary admitted to installing a defective valve cover gasket. He did do the work again but was not there when I picked up my vehicle and did not leave me a service receipt. Upon picking up my vehicle I noticed the check engine light was on and that it was idling roughly. When I called Gary to ask about this he said the check engine light will go out on it's own and the idling sounds better when given gas. I did not sound better and the check engine light remained. The next day the drive light on my dash began to blink. When I took my vehicle back he said that the current issues could have happened on there own. But my car did not sound this bad before every bringing it for repairs.
  
  I spoke with corporate who sent me to another mechanic that instead of helping me attempted to manipulate me into trusting him saying he was supposed to charge me for diagnostics but that he didn't feel right doing so. When I spoke again with corporate they informed me he was not to charge me for diagnostics.
  
  Yesterday I took my vehicle to another mechanic that informed my my engine will fail. I have been trying to get in touch with corporate since and my calls and emails are going unanswered.

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from ***** **********, #********.            After a
  thorough review of the documentation provided by Ms. **********, we have
  determined that a refund for our services will not be issued.Ms. ********** brought her vehicle
  to our shop on February 24, 2025, specifically requesting repair of an oil
  leak, which involved replacing the valve cover and oil pan gaskets. During the
  inspection, our technicians also identified a misfire and provided an estimate
  for replacing the spark plugs and a coil pack. At no point during this visit
  did Ms. ********** request a diagnostic related to any noise, nor was any
  concern regarding noise mentioned.Furthermore, the documentation from
  the outside repair facility does not indicate that the noise Ms. ********** is
  currently experiencing is related to or caused by the services we performed.
  There is no indication of any issues or deficiencies with the work completed by
  our team.Given these findings, we are
  confident in the quality and scope of the services rendered and see no basis
  for issuing a refund.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 05/12/2025

  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.As noted in Monro’s last response, I was informed that someone from their Risk Management department would be reaching out to me within 48 hours. I did call the number provided (###-###-####, option 5) and left a message, but to date, I have not received a return call from Monro’s Risk Management department directly. Instead, I was contacted by a representative from ********* Insurance, who stated that Monro had forwarded the claim to them for investigation. While I have spoken with the insurance representative and appreciate that the claim is under review, I would like to point out that I have not been contacted by Monro’s Risk Department as was originally stated in their response. I remain committed to working toward a resolution and am cooperating fully with the appraisal process as part of the insurer’s investigation. However, I believe it’s important to clarify that the process described by Monro has not unfolded as they represented—and that I have made a good faith effort to follow their instructions. 
  Regards,
  
  ***** **********
  
   

  Business Response

  Date: 05/12/2025

  This letter is in response to the complaint from ***** **********, #********.            Ms.
  **********s case was handed over to our insurance company on May 8, 2025, and
  on May 9, 2025, the insurance agent reached out to Ms. ********** to start the
  claims process.  If Ms. ********** did
  not write down the contact information that was given regarding her claim, she
  can reach out to ****** regarding her claims with ********* our insurance
  company and her claim number is ******* the phone number is ***** *** * ****.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:04/28/2025

  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.

  4/3/25, paid $1149.95 for brake service for 2017 **** ********. Upon leaving the store, heard and felt grinding in rear passenger brake area. Vehicle brought back and serviced, told that "backing plate was loose".
  4/10/25, while driving home, front driver brake caliper came loose and brake pad fell out while in motion, causing vehicle to lose all braking function. Luckily, although this could have resulted in major injury, including death, the vehicle was able to come to a stop without incident. Vehicle was towed back to original place of service. We were told "caliper bolt was stripped and came loose", resulting in caliper coming off and brake pad falling out while driving. While this comment is extremely concerning and not entirely believable, we entrusted the shop to service the brakes AGAIN to fix this issue, in which they did. During the time of the caliper coming loose, it made massive damage to the inside of the rim when the piston rubbed against the wheel until it was able to come to a stop. The shop employees admitted responsibility for this issue and offered to pay for the rim to be replaced.
  4/17/25, vehicle brought to ********* **** located in Wallingford, CT for a full brake inspection and quote for new rim. We felt that work that had been done on the vehicle was not only done incorrectly, but caused irreparable damage and above all, caused a MASSIVE safety risk to our lives while driving. **** quoted $789.97 for a USED rim, as new isn't available.
  Numerous attempts were made to contact Monro corporate in the following days to resolve this issue, case # ****** attempted to be filed, but told the service manager at Monro did not respond to inquiries from corporate to confirm any information. More attempts were made to reach the manager and corporate again with no response, customer service disconnects every time. Seeking full reimbursement due to unsafe work, dishonestly and no response from store or corporate after repeated attempts to resolve.

  Business Response

  Date: 05/01/2025

  This letter is in response to the complaint from ***** ********, #********.            Our office
  spoke with a **** ******** regarding the incident that occurred after her
  vehicle was into our shop for service and the representative followed our
  process of investigation here at guest services and contacted the store and her
  higher management regarding the matter and it was determined that the case
  would need to be handled by our risk management department due to this being alleged
  damages to the vehicle.   The case was then
  forwarded to the risk department, and they are currently doing their
  investigation on the matter.  We would ask that the guest **** reach out to our risk management department to get more information as to where
  the case is.  The phone number is ###-###-#### option 5.  At this time the case
  has not been handed to our insurance company therefore the best option would be
  to reach out to risk for further information on the case.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 05/01/2025

  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.
  Multiple attempts and messages have been made to get in contact with the risk assessment department regarding this issue over the last week. We have received no call back or any other communication regarding, even though we were told they would be contacting us. Also, these are not “alleged” damages. These are damages done as a result of poor workmanship from Monro, in which fault was admitted by the employee in store when the vehicle was towed back. While this company claims to have “escalated” this case, customer service is poor at best, does not return calls and for all purposes, is avoiding a resolution. This is unacceptable, especially due to the unsafe nature of the events that have occurred with no apology.I will continue to call the number listed in attempts to reach an actual person, however there is no option to hold on the line, as I get sent to voicemail every time with no response. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from ***** ********,
  #********.            Mr.
  ********’s case was given to our liability department who in turn got our
  insurance company involved to investigate this matter.  The claim number with ********* insurance is ******* and the rep that is handling the case is ****** *******  You can reach ****** at ###-###-####.  There would be nothing further that guest
  services can do regarding this case.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:04/27/2025

  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.

  After three unsuccessful attempts to get my rear brakes done at this location on 4/1/25. Each time before that they told me they didn'tt have the correct staff or tools to get it done. After completing the service on 4/1 the employee told me he wasnt sure what happened but I now have several lights on my dash and he couldn't get them to turn off. He told me to come back in a few days when they had to correct tool to see what happened. I came back a few days later and he said he still didn't know what happend and to come back when another employee was working. I came back again and the other employee looked at it and said it was all a coincidence that this happened to my car and they wouldn't be fixing anything. I then called the district manager Tony who said he would refund me and that I should bring the car to another one of their locations. I still don't have the refund and now he's saying they will not be doing anything about my car.

  Business Response

  Date: 04/30/2025

  This letter is in response to the complaint from ********* ********, #********.            Ms.
  ******** has not specified which location did the work on her vehicle.  However, 
  I would ask that if she is having a concern with the brake work that was
  performed on her vehicle if she could please provide an estimate of what it
  will take to repair the concerns we will review the documentation at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Business Response

  Date: 05/12/2025

  This letter is in response to the complaint from ********* ********, #********.            I have
  reviewed the documentation that Ms. ******** has provided with my director here
  at guest services and we will be refunding the $631.33 that was paid to the
  dealership to fix the brake issue.   The
  check will need to go out in the name that is on our invoice however and that
  name is **** *****.  The address is the same
  on our invoice as what Ms. ******** has provided and the check will be
  processed tomorrow Tuesday May 13 and will go out in the mail from our bank on
  May 19, 2025.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 05/13/2025

  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,
  
  
  
  ********* ********