Business Profile

Auto Repairs

Monro, Inc.

This business is NOT BBB Accredited.

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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

900 total complaints in the last 3 years.
368 complaints closed in the last 12 months.

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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:03/17/2023
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.
I HAD A OIL CHANGE DONE AT TIRE CHOICE ALONG WITH THERE CAR INSPECTION. THEY FOUND THE TIE ROD WAS BAD. WE ORDERED THE PART AND THEY INSTALLED IT. HAD NO PROBLEM WITH THEM DOING ALL THIS. ITS WHEN THEY REMOVED THE TIRES AND REINSTALLED THEM TORQUING AS REQUIRED. ON MY CAT IS HAS SPECIAL LOCKING NUTS ON EACH TIRE THAT REQUIRES A SPECIAL LOCK NUT TOOL.
THEY NEVER PUT THE TOOL BACK IN TO THE CAR.
WE DIDNT FIND OUT TIL ABOUT 3 MONTHS LATER WHEN WE HAD A FLAT TIRE THAT COULDNT BE REMOVED BECAUSE WE WERE MISSING THE TOOL, HAD TO HAVE THE CAR TOWED TO THE HOUSE
I CONTACTED KEITH AT TIRE CHOICE AND THE ASSISTANT MANAGER SEVERAL TIMES, THEY STATED THE TOOL IS PROBABLY IN SOMEONE TOOL BOX. AFTER SEVERAL MORE CALLS THEY STILL KEPT GIVING THE SAME STORY. SO I CALLED THERE COROPATE AND TOLD THEM WHAT WAS GOING ON, THEY SAID TO SEND THEM A INVOICE OF THE COST TO REPLACE AND THEY WOULD TAKE A LOOK AND SEE IF THEY COULD HELP. I SENT THEM A INVOICE FOR $32.00 TO GET THE SOCKET TO REMOVE. AND I HAVE NOT HEARD FROM THEM AT ALL
THERE CUSTOMER SERVICE SUCKS. THIS IS NOT HOW YOU TREAT A CUSTOMER OR A VETRAN.
Business Response
Date: 03/21/2023
March 21, 2023 Better Business Bureau*** ****** ***** *****
******** ** ***** This letter is in response to the complaint from **** *********, #******** .             I apologize
that Mr. ********* has had this kind of experience at both our shop and with
our guest services department.   I would
ask to assist further with this matter of the locking lug key replacement if
Mr. ********* could please provide us with the receipt for the cost of the
locking lug nut key we can further assist with this matter.Thank you for your time,  Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:03/14/2023
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.
My car was damaged on January 21, 2023 while undergoing routine maintenance at *****'s Tire (******* ***** ******* ***** ***** **) . I was told a manager would contact me regarding reimbursement for repairs. No one contacted me. I visited the business on four separate occasions since then and was always told someone would contact me. No one has contacted me. I sent a written request for reimbursement on February 15, 2023. No one has contacted me. I contacted the corporate head office of Monro, Inc. and was told I had to deal with the local business owner. I filed a written complaint with Monro, Inc. and no one contacted me
I am asking for $3,901.08 to cover the estimated cost of repairing my car, along with $446.83 to cover the cost of a rental car for one week while my car is being repaired. The total requested from *****'s is $4,347.91.
Business Response
Date: 03/16/2023

This letter is in response to the complaint from ******* *****, #********.

            We
apologize that Ms. ***** has had a bad experience with the services provided at
our Santa Cruz location.   I would ask if
she could provide the documentation of what she had to pay to have the vehicle
repaired as well as a copy of the rental bill due to her having to be with out
a vehicle I will review it here and give an update at that time as to how we can
proceed.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Business Response
Date: 03/29/2023
March 29, 2023

Better Business Bureau
100 Bryant Woods South
Amherst, NY 14228

This letter is in response to the complaint from Shelley
*****, #19596905.

            Thank you
for the documentation I have forwarded Ms. *****s complaint and documentation
over to our risk management department for them to investigate the claim of
damages further.   The risk management department
will be in contact with Ms. ***** as soon as possible to get the ball rolling
on the claim.

Thank you for your time,

Theresa Griffith
Guest Services Manager
Monro Inc.
Customer Answer
Date: 03/29/2023
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 will await word from the Risk Management Department at Monro, Inc.
Thank you for your help with this matter.

******* *****
Initial Complaint
Date:03/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given bad service bad parts overcharged (for $1700) for a VERY bad break job ..being told I needed 4 new rotors four new calipers and brake pads. I was not given the chance to see rotors once removed being told theyd been taken away during the time of repair. Recently..i found documentation proving i did not infact need rotors at the timr since I had new rotos put in back in 2020 but had forgoten about during this time. I continue to have issues with my car as the brake system was not properly serviced having leaking air issues and I will need a refund at this time which Monroe has been contacted several times about and is refusing me of and denying my claim for refund request. Pls help me recover some of my money i believe was wrongly taken & I was defrauded of..thanks.
Business Response
Date: 03/16/2023
March 16, 2023 Better Business Bureau*** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ***** ******** *********. We
apologize that ***** has had a bad experience with the services provided at our
location. I would ask that ***** provide documentation from the shop that corrected the vehicle, and we can
review it at that time. I am not able to
process any kind of refund currently without documentation that proves what
***** is claiming.Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 03/20/2023
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.
Thank you so much .i have additional documentation proving that i already had new rotors & calipers put in back in 2020..Id gone through ALOT of stress thru covid completely forgetting that id done that until i found a text from the ***** mechanic who serviced my car back in 2020 mentioning the new rotors put in place. ..Therefore. i MOST CERTAINLY DID NOT NEED new rotors OR calipers for that matter which Mr.Tires said i urgently needed charging me SEVERAL 100s of dollars more than the jobs even worth..while using bad /cheap parts that i had to return 4 times for...Once i realized that, i knew for sure why they wouldnt allow me to see the old rotors or had them taken away before i could see them when Id asked them at the time...It's so i couldnt see that they were perfectly fine, not needing to be replaced at all. Until now..i have issues with brakes where it leaks out air and hits the floor at times..and its only been 6 months after their work. The most recent time i returned they refused to look at my car..which violated their lifetime warranty they claimed id have..Truly.. i didnt even have the brake issues i have now before they serviced my car..so im not sure what they did to it. If youd like me.to send a screenshot of the text proving i just had new rotors put in back in 2020 I can..pls let me know and thank you for your help recovering the money I was defrauded of.. Kind Regards,***** *******

Regards,

***** *******
Initial Complaint
Date:03/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paid for car repairs. Returned several times because work was reported done but not. Returning even by the other of a dealership seeing work was not done. I returned to monro they stated items they have a six month warranty therefore they are not responsible to fix it. No one fix their vehicle for six months
Business Response
Date: 03/16/2023
This letter is in response to the complaint from ******* *****, #********. I apologize
that ***** has had this experience with the service at one of our locations. I would ask at this time if ******* can
provide me with the documentation from another dealership regarding the claim of
the work we charged for not being done and it having to be redone I will be
able to review it at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Took my truck ***** ***** for tune up because was a slight mist to it so left it with them said take 4hrs. Upon coming back to obtain my truck they gave it back I ask was it suppose to be running like this he assured me everything was done. Upon driving I could of gotten in accident and got killed brakes was locking up , long story short too many hands went into fixing my truck they knew they messed up ,the other mechanic stated it that's why gave it to him to fix he started telling me other stuff they should of seen and then started pointing fingers so to speak I spent 1000 dollars plus 444.00 on parts said I needed and would fix it that wasn't the case. After so many days go back now need engine I was heated and stated why Noone never mention that beforehand because just had oil and transmission change and they seen no problems but anyway was told money spent will go towards that. I located my own engine and let the mechanic working on my truck name location and phone number and price so they can obtain it for my truck called them straight week no answer once I finally spoke to someone was 3/12 @5:30pm saying oh we ordered the engine but this is what it's gonna cause for our labor 4000 this was told to me by Zach.
I'm not paying that it's ridiculous and there the reason my trucks still there I have a grandson with stage 3 kidney disease I have to take to baltimore this is a big inconvience to me at this point and I want my truck fixed .they need to give me back some of my monies spent and I let my mechanic put engine in and I can use money paid them for my mechanic whom I'm gonna have to pay for their mess up it's almost a month without my truck . Sending bank statement there you will see mr.tire and **** **** monies spent . Just want truck my motor and I can get my mechanic to tow it to fix it don't want them to touch it at all .
Thank you
***********************
Business Response
Date: 03/16/2023
March 16, 2023 Better Business Bureau*** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ******* *******,
#********.             I was able to
pull up ********* invoice for service that was completed on February 23, 2023
and ******* requested that the vehicle have spark plugs replaced and check to
see if the vehicle needed a tune up.   The shop found that there was a misfire therefore replaced the spark
plugs and one coil pack in the vehicle.   When the service was completed, the shop did admit that the vehicle was
not running well, and it was at that time that they offered to do a compression
test on the vehicle and that is when they found that the vehicle had no
compression in one of its cylinders.   The
shop offered to assist the guest with the install of a used engine however ******* refused. At this time the only thing
that we would be able to offer is half of what ******* paid for the coil pack
and spark plugs as purely customer satisfaction we did not cause the issue with
********* vehicle we did a service unfortunately the vehicle needed more than
just a tune up.   The guest is free to
pick her vehicle up at anytime and take if off our lot however we would not be
offering the replacement engine for ******* to take to her mechanic to have it
replaced in the vehicle. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Business Response
Date: 03/24/2023
March 24, 2023 Better Business Bureau*** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ******* *******, #********.             We would
ask at this time that Ms. ******* have her vehicle towed from our shop to have
the vehicle repaired elsewhere. Our shop
will not be providing an engine for Ms. ******** vehicle due to the services
she requested were completed however there were more issues with the vehicle
that our shop later found after we performed the services the guest
requested.   This does not make us liable
for her engine needing to be replaced.   Ms. ******* did not ask us for a diagnosis in fact she came in with her
own diagnosis of what was wrong with the vehicle.  Theresa G*******  Guest Services Manager Monro Inc.
Customer Answer
Date: 03/27/2023
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:03/12/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 03/12/2023, I took my car in for an oil change. The business called me to tell me that the employee completing the oil change broke my driver’s side mirror and that the part they ordered to fix it would not arrive for 2-3 days. They did not charge me for the oil change, the car part, and I am assuming the labor that will come with fixing the part. However, It is concerning that an individual working with cars is not able to back cars out properly or safely. I drive a **** **** and the mirror is not small, so it is clear the employee was simply being negligent. I am now unable to use the vehicle until it is fixed.
Business Response
Date: 03/14/2023
This letter is in response to the complaint from **** ******,
#********. Ms. ******
has been in contact with my office regarding the damaged mirror on her **** ***** after putting a review on Google and Yelp about the damage being
done. The representative that Ms. ******
spoke with has forwarded her information over to our risk management department
and they will then in turn will investigate the damage claim further. There is nothing further we are able to do
here at customer service regarding the damage claim.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:03/11/2023
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.
On February 24, I visited the service center in Avalon, Pennsylvania for a tire rotation. Within a minute of leaving the lot, my vehicle started to make a thudding noise which gradually grew to enormous volume. I called the center to see if I could return, but they were too busy by that point of the day. Driving home, my car also began to make a grinding noise and wobble dangerously, which concerned me to the point of stopping on the side of two different highways.

The next day I took the car to my mechanic for repair where it was determined that the wheel was loose and starting to come off of the car. They repaired most of the damage to the hub, studs, and lug nuts at the cost of $410. In addition, as a result of the wheel shaking loose on the hub, the threaded studs have compromised the structural integrity of the aluminum wheel.

The fact that the wheel was left loose from their garage is a very dangerous mistake which should justify the compensation of all incurred repair costs, including a new wheel, and a refund for the improper tire rotation. I have not yet contacted them but am willing to do so if necessary
Business Response
Date: 03/14/2023
This letter is in response to the complaint from ***** ******, #********. I apologize
that ***** has had this experience with the service at our Avalon PA. location,
I have gathered Jared’s information in our system and forwarded it to our risk
management department and they will then in turn will investigate the damage
claim further. Our risk management department
will be in contact with ***** as soon as possible.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 03/15/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that working with the Guest Services and Risk Management departments of Monro Brake and Muffler towards a solution is satisfactory to me.

Regards,

***** ******
Initial Complaint
Date:03/09/2023
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.
February 3rd I went to have a tire replaced. I was charged for road hazard and lifetime alignment of the tire two services I never asked for and would have declined. This was never communicated to me in both calls to me. They didn’t have me sign the paperwork for terms of service I’m assuming for this reason. I would like my money back for these add-ons which I did not consent to and wasn’t given any information regarding.
Business Response
Date: 03/10/2023
This letter is in response to the complaint from ******* **********, #********. I have looked
at Mr. **********’s invoice from service on March 3, 2023, and I apologize that
he was not given the option to opt out of the road hazard coverage or the Lifetime
tire install package. I will be processing
a refund in the amount of $23.47 which is the 14.99 charged for the road hazard
protection as well as the difference in our companies two install packages
(30.99 for the Lifetime package and $23.99 for our Standard install package
equaling a difference of $7.00).Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:03/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was dealing with monro muffler located in Pittsburgh Pennsylvania the address is 11753 Frankstown Rd, Penn Hills, PA 15235. My vehicle was towed to that location to be worked on due to a blown engine. The person that was working on the vehicle was fired. So I was called to get it towed out of that location, so I did so, I had it towed to my home. Come to find out the manager tossed my parts out & they won’t reimburse me for my parts they got rid of. So I’m stuck & I have no idea what to do to get my money out of them.
Business Response
Date: 03/21/2023
This letter is in response to the complaint from ****** *******, #********.            Unfortunately,
there would be nothing we can do here at guest services regarding ******’s
complaint.   From my understanding of the
situation ****** is friends with an ex-employee that was working on his vehicle
under the table or as we call it here at corporate as a Side Job. This simply means that money was exchanging
hands with ****** and the ex-employee, and our shop was never paid for any
services. ****** would need to take his grievance
up with the ex-employee for what he believes he is owed and what parts were “missing
from the vehicle when the tow truck dropped it off to his home.   Thank you for your time,Theresa G******* Guest Services ManagerMonro Inc.
Customer Answer
Date: 03/21/2023
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,

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

We are not friends he was someone I went through to get my car worked on not knowing that is was being worked on as a “side job”. My parts were in the property of Monro & was thrown away by the management of Monro so they are reliable for my parts & if this isn’t taken care of I’ll be following up with my Lawyer. Due to the mishandling of my parts they need to be held accountable not the ex employee. He didn’t lose my parts, Monro did
Business Response
Date: 03/24/2023
This letter is in response to the complaint from ******
*******, #********.            Regardless
of whether Mr. ******* was friends with the employee that was working on is vehicle
he paid him cash for the services that were to be performed and Monro was never
paid or have any record of services to be performed on his vehicle.   This is side work and we are unable to take
further action in this matter.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:03/04/2023
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.
Taken vehicle to Monroe Muffler today March 3, 2023 for a tune up/spark plugs fuel and Induction
The vehicle is making a loud noise will not turn off unless the vehicle is turned off
The vehicle rolls and will not stop unless you turn off the vehicle
The vehicle will not come on at all
The shop manager Barbur asked that we pay for a tow to have them look at it, we refused it is their responsibility of the tow and repair of the vehicle back to its natural stated before they repaired the vehicle and damaged the vehicle
The vehicle is now damaged
Business Response
Date: 03/07/2023
This letter is in response to the complaint from ******** and
***** ********, #********.            My
department does have a complaint filed regarding the conversation had on March
4, 2023, regarding Ms. ******** vehicle however the customer told our
representative that they were recording the call and the representative let the
guest know that we do not give permission for our calls to be recorded. All calls are recorded on our corporate end
and if the guest would need those recordings, they can subpoena them.               I spoke
with the shop regarding the vehicle as well and they have let me know that Ms.
******** brought the vehicle in requesting spark plugs and the fuel injection
service be done on the vehicle and declined a diagnostic being done.   Our shop did perform the services that were
requested.   If the guest feels that
there is an issue with the work that was done on the vehicle, we will ask that
she have the vehicle towed to one of our shops for them to do a diagnostic on the
vehicle and if there is a concern with the work that was done on the vehicle, they
will be able to address it at that time.   We would not be towing the vehicle back to our shop for the guest if the
issue with the vehicle does have something to do with the work that we did than
we would reimburse the guest for the tow however without knowing what is
causing the vehicle to act the way that it is now we are not able to take
responsibility for this.            If Ms.
******** is not comfortable bringing the vehicle back to one of our locations
to have this done, we would need a paid invoice from the shop that has
corrected the vehicle and we can review it at that time.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

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Monro, Inc. is NOT a BBB Accredited Business.