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

900 total complaints in the last 3 years.
368 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:02/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my car into this shop because I had nails in two tires, which led to replacing both tires. We agreed to the price over the phone. When I arrived at the shop the bill was substantially more, and I was told the additional cost was the installation fee per tire. It's certainly the most expensive installation fee I have ever seen, but I agreed to it.

Later that day, I noticed the passenger door made a weird grinding noise when we opened it. Some investigating revealed that the shop used my front quarter panel to jack the car up and bent it out of shape in the process so that the door rubs against it when opening and closing.

I contacted the store and the attendant initially tried to suggest they didn't do anything, but asked me to bring the car back in. When I went in the next day, a different attendant looked at the car and very kindly acknowledged they had bent the quarter panel. I was told he would talk with the manager and someone would get in touch with me to make arrangements for a repair. That was two months ago.

I just tried to go by the shop again to speak with someone, but the doors are locked and lights off at 8:30am even though it is supposed to open at 7:30am. I work two full time jobs and have limited time to attempt to resolve this matter.

I am seeking for this business at the very least to repair my vehicle back to its original state before I brought it into the shop.
Business Response
Date: 02/16/2023
I apologize
that Mr. ******** has had this experience while having his vehicle
serviced. To assist further I would need
to know the address of the shop in which **** had service. Thank you for your time, Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:02/15/2023
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.
I own a 2015 *** ******. In November of 22 I noticed that the HID headlight bulb was failing. I purchased a replacement from **** ****. My plan was to replace the bulb myself. Unfortunately on this vehicle the bulb is accessible from within the wheel well. It requires part of the wheel well or bumper facia and possibly the tire be removed.
I called Tire Choice and they told me that they could replace the bulb. I made an appointment for 12/29/22. I also had a “check engine” light on the dash indicating an issue with the emissions system and they would diagnose the problem and repair as needed.
I had the service completed on that day. Paid for diagnostic scan and replaced emissions part plus labor to install new part plus additional labor charge of $75 to install bulb that I purchased. Picked up car drove home in daylight. No problem. Several days later I was driving at night and saw the the light was way off to the right side not even shining on the road. Called TC and said bring it back which I did. Brought back a few days later at noon. Told me to wait. First told me that they broke my bulb but ordered a replacement would arrive soon. Said they put in new bulb but it didn’t work. Maybe a bad bulb. Ordered one more. Hour or so later no bulb. Close to 4pm I call for ride home. Go back next day and I’m told by Alan that they don’t know what problem is and I should take car to dealer because maybe the cars software needs to be updated. Alan states that bulb in car now is “good” however it doesn’t “work” (my word).
So I make appointment with *** but have to wait 2 weeks. So, take the car to *** they then replace the bulb and wow the new bulb works! And, there was no software update needed. They said the bulb was burnt out.
I went back to TC a day or two later and Alan assured me that he would help do something with the cost. So I called and stopped by every week or 2. So today final word NO HELP!
A refund of $75 TC labor and $139.09 bulb is reasonable.
$214.09 T
Business Response
Date: 02/16/2023
This letter is in response to the complaint from **** ***********, #********.            We
apologize that Mr. *********** has had this experience with our tire choice
location.   I would ask that Mr.
*********** send the invoice from the *** dealership regarding the service
being done on the light bulb and I will be able to review it at that time.Thank you for your time,Theresa G******Guest Services Manager Monro Inc.
Customer Answer
Date: 02/17/2023
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.
Attached please find the additional documentation that was requested by Theresa G******* at Monroe Inc. This clearly shows that the headlight bulb was burned out and was replaced by ****** ********** I am again requesting a refund for the cost of my original bulb and the labor cost from Tire Choice.A total of $219.09.
Regards,
**** ***********
Business Response
Date: 02/20/2023
This letter is in response to the complaint from **** ***********, #********.            After
reviewing Mr. ***********’s documentation, I have determined that we are refunding
Mr. *********** for the labor we charged for the install of the bulb along with
the cost that Mr. *********** paid for the bulb at **** **** as well.   Our invoice cost in the amount of $80.25
will be refunded back to the **** card our invoice was paid with on February 21,
2023, and this will usually take 3-5 business days to reflect back to the card
and the $139.09 will be refunded back as a check and will be processed on February
24, 2023 and will be mailed to the address Mr. *********** has provided here
with the BBB.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 02/21/2023
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,

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

Thank you for your prompt response to my complaint. Your help in resolving this matter is greatly appreciated.
Initial Complaint
Date:02/09/2023
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.
Work was done to my vehicle which concluded in November of 2021. I my engine was damaged by Mr Tire and replaced. Mr Tire eventually reimbursed me for related expenses. I have had trouble with my vehicle ever since. I finally had the money to have extensive diagnostics done 2/2023 to find out the causes. I was informed that my computer was damaged and the wiring harnesses and connectors were damaged when the engine was removed or installed. Mr Tire is the only entity to perform such tasks on my vehicle. I cannot afford to have all of the systems replaced in my vehicle. I have been out of work since these problems began, because I haven't had reliable transportation. This has devastated my family financially. I still owe $7,500 on the vehicle. I don't know how to go about trying to get help for this issue in any other way, but this is not fair. I trusted my vehicle and my livelihood to this company and I feel that I should be compensated for my loss.
Business Response
Date: 02/13/2023
            We would
ask that Ms. *** provide documentation regarding the findings that the outside
shop has regarding her vehicle.   Once we
have received that documentation, we will be able to review it here and determine
how we are able to assist further with this matter. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 02/13/2023
I have reviewed the response made by the business in reference to complaint ID ********, and am attaching the purchase information for the replacement computer, as well as an account of services performed, cost, and findings from ************ ******** At this point, I have had to purchase a vehicle and am asking the finance company to do a voluntary repossession of the jeep, which is the vehicle of subject in this matter. I cannot afford any more work on the vehicle and it cannot be driven as it is unable to be inspected, due to electrical problems causing emissions to fail.

Regards,

******** ***
Initial Complaint
Date:02/08/2023
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.
In November 2022, my daughter took her car to Tire Choice St Petersburg because it was not running properly. Tire Choice diagnosed it as a water pump failure and replaced the water pump on 11/09/22 for $885.30. She picked up the car and drove 1-2 blocks and it would not accelerate. She returned to Tire Choice and they determined it needed coils. On 11/10/22 she paid $188.26 for the additional work. Total $1,073.56.
On 12/15/22, her car broke down and was towed to a *** garage (*****'s Auto Service). They discovered the old water pump sitting on the engine bay and no coolant in the radiator.
I contacted the corporate office for Tire Choice which is Monro. After being ignored by the first agent, I called again and was assisted by a different agent in filing a claim with their carrier, ********* Insurance. ********* inspected the engine and accepted the claim, replacing the engine and associated components. On 01/09/23 I called Monro and requested reimbursement for the $1,073.56 work that Tire Choice did in November which resulted in catastrophic damage to the engine. Monro advised that a supervisor would contact me. They never did. On 01/12/23, I called Monro again. They instructed me to call back once car is returned and the insurance claim closed. The car was returned with the replaced engine on 02/03/23. On 02/07/23, I called Monro again. They said a supervisor would call me that day. They did not. On 02/08/23, I called Monro Guest Services again. This time the agent was aggressive and continually spoke over me. She said that the supervisor was off and there was no one else for me to speak to about the matter.
I attempted to obtain reimbursement through ********* but they explained that their policy with Tire Choice does not cover the initial work that caused the damage, only subsequent damages incurred.
I believe that Tire Choice should reimburse the entire $1,073.56 for the two jobs that ruined the engine. Invoices # ***** and *****.
Business Response
Date: 02/13/2023
This letter is in response to the complaint from **** *****,
#********.            I have
reviewed the report that came over from our insurance company as well as the
invoices in question with the director of customer service and we have determined
that we would be willing to refund Anna ***** in the amount of $154.99 + tax
due to the coolant flush being found to have not been done correctly and fully
causing the engine to overheat according to our insurance company.   If Mr. ***** accepts this refund, we can get
this processed back to the card that the invoice was paid with.               To explain a
little more thoroughly we would not be refunding for the spark plugs, coil, or
water-pump due to these items being either on the vehicle or something that the
insurance company has paid to have replaced a second time and would not be
responsible for refunding those services.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 02/21/2023
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.

To reiterate, we spent over $1,000 at Tire Choice only to have them to ruin our engine. I do not believe that $155 is a fair offer. In addition, it appears that Monro did not even consider my last offer submitted on 2/15/23, as they seemed to have simply resubmitted their original offer without addressing my response.

Regards,

**** *****

Business Response
Date: 02/24/2023
This letter is in response to the complaint from **** *****,
#********.            We would
not be refunding for the spark plugs, coil, or water-pump due to these items
being either on the vehicle or something that the insurance company has paid to
have replaced a second time and would not be responsible for refunding those
services. We have refunded the cost of
the coolant exchange due to the insurance finding that this service had not
been performed properly.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:02/07/2023
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.
see full summary of complaint and attempts to resolve the complaint with the business in the upload attached below. Here is short version, thank you.
My son had oil change performed at Monro location 12/8/22. Shortly after on drive to work (1 hour away) engine seizing and revving, is able to get the **** to **** dealership near his work. **** mechanic finds that the air filter was not installed properly and also finds a cigarette butt between the air filter and throttle body. **** mechanic said that issues occurred due to the oil change by the Monro technician. Monro oil change report states that air filter was checked by Monro. Son returns immediately to Monro after **** repairs they offer to help, but for next month son contacts Monro and does not get any resolution they never call him back. I call corporate myself, they give me an incident number ******, then call back same day to say claim denied. They say they are not responsible and that their tech did not check the air filter even though their service report says technician checked the air filter along with 30+ other things they check as part of the oil service. So they say they checked everything on their service report but one thing that caused issue.
Business Response
Date: 02/10/2023

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

            We
apologize that Mr. ******’s Son has had this experience with our service.   I do see that a refund for what ***** had to
pay to the dealership to correct the issue.   The refund was in the amount of $584.82 and
sent out as a check on February 4, 2023, to the address the guest provided on
our invoice. This can take up to 10-14
business days for the check to arrive at the guests address.

Thank you for your time,

Theresa Griffith
Guest Services Manager
Monro Inc.
Customer Answer
Date: 02/10/2023
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 YET. THE PROPOSED COMPANY RESOLUTION WILL BE PERFECTLY ACCEPTABLE ONCE IT IS COMPLETED. WHEN TRYING TO RESOLVE THE ISSUE ON MY OWN THE COMPANY HAD MADE SOME PROMISES THEY DID NOT KEEP SO I WOULD LIKE TO KEEP CASE OPEN UNTIL I RECEIVE THE PROMISED CHECK.
THANK YOU.

Regards,

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

Business Response
Date: 02/13/2023
This letter is in response to the complaint from Edward
******, #********.            I do see
that a refund for what ***** had to pay to the dealership to correct the
issue.   The refund was in the amount of
$584.82 and sent out as a check on February 4, 2023, to the address the guest
provided on our invoice. This can take
up to 10-14 business days for the check to arrive at the guests address.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:02/07/2023
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.
I purchased new tires 9/2022.
First they said my vehicle was ready to be picked up.
I pick it up after hours and get home to realize they never installed my tires. I have to bring it back once again- they can’t find my tires. They install them and a day later my tire just about falls off as they never tighten the lug nuts.
I bring it back. Three days later my car is shaking at all speeds. I bring it back the mechanic stated they never balanced my tires.
Now tire pressure is falling in all four tires. I bring it back four more times. They said they must not have been sealed as my rims are perfect as I had them sent out and cleaned.
They cannot fix my tire pressures they even installed lug nuts on one of my tires that were not mine and completely the wrong size. They said they ordered new ones and they would be there in 3-4 business days. I go back again and they were never ordered. At this point all I want is a refund for all of my missed work having to find rides to drop my car off. Poor service all around.

They agree to a full refund. I received half after I had to follow up with them multiple times.

I still have not received the other half ( I paid with two credit cards $540 on each) I have reached out over 12 times. I have sent screen videos of my credit statement showing I have not received it. Tire warehouse employee mike states there is nothing he can do.
I am paying interest on a credit card that I cannot pay off. They have agreed to this refund which I have in message and they will not refund it. The poor workmanship causing me to have to bring my car back to them ten times and now the months of follow up is very unprofessional and could have caused me to be seriously hurt.

Mike has since blocked my number.
Business Response
Date: 02/07/2023
February 7, 2023 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ****** ********** **********             I was able
to find the refunds for Ms. *********. Due to her paying with two different cards for her invoice we do have to
run two different refunds. My office has
refunded Ms. ********* twice.   Once was
in the amount of $540.00 refunded on November 21, 2022, and the second November
22, 2022, in the amount of $540.00 both were refunded back to a **** Card last
4 digits were ****. Usually when a
refund is processed through our office it can take 3-5 business days for the
refund to reflect back to the related card. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 02/08/2023
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.

Thank you for getting that processed. Please include cost for me to now purchase new lug nuts that your employee Mike promised me months ago but never ordered. I’m not sure how this was missed when I have been saying it was not there for months and to be treated so poorly In your store.  once the refund and the amount for lug nuts returns to my credit card I will accept this issue.
Regards,
****** *********
Business Response
Date: 02/13/2023
February 13, 2023 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ****** ********** **********             The second
refund in the amount of $540.00 was processed back to the credit card on
February 9, 2023, this process can take up to 3-5 business days to reflect. There is nothing further we can do here at
customer service now that accounting has confirmed that the refund has
processed on February 9, 2023. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:02/06/2023
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.
Brakes and Rotors
December 2022 I Had Brakes and Rotors Replaced

At The Mr Tires In Bloomsburg Pa

That Cost Over $500.00

Then January 2023

The Brakes Lock Up and Roters

Call Mr Tires And Explained What Happened..

The Guy terms Bring It In We Can Lock At It..

Told Him It Would Have To Be Towed..

All He Can Say Is Bring It In..

I Called My Local Mechanic and Told Him

About What Happened..

Had It Towed To Him..

He Had To Replace Brakes,

Calipers, and Brake Hose..

That Cost Me Over $300.00

More To Have This Fixed Properly..

This Could Have Caused An Accident Or Worse..

Mr Tires Needs To Refund The Cost I Paid To Them..

Enclosed Is Proof Of Of What Was Done And Paid Out To.Thank You
Business Response
Date: 02/07/2023
This letter is in response to the complaint from ****** ****,
#********. I apologize
that Mr. **** has had this experience after having service done at our location
in Bloomsburg. I would ask to assist
further in this matter that Mr. **** provide the documentation from his
mechanic regarding what was found going on with the brakes and what needed to be
replaced as well as the cost of this repair. Once I have received this documentation, I can review it here and see
how we are able to further assist in this matter.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:02/05/2023
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.
I went to Tire Choice at 1680 West Market St. Shop 407 in Akron, OH 44313 on 7/25/22 to get new tires after having a flat (Monro, Inc. company). When I went to pick up my car, they sold me on the lifetime install package (includes lifetime balancing, lifetime rotation, lifetime tire repair, alignment check, etc.). They never told me, but they stripped my lug lock during that visit. Upon leaving, I noticed that my car had some slight vibration at higher speeds. I took the car back to Tire Choice to check alignment and if the tires needed rotated (included service in my package), and after waiting for about an hour, they told me that my car was vibrating because the inner tie rod on my passenger side and CV axle on the driver's side needed replaced (***** **** only has 40,000 miles) at a cost of $1443.54. They then told me that the lug lock was stripped when they "found it" in my car (they were the last to touch my car), and they couldn't remove my tires to rotate or even check alignment. They told me I'd have to get a new lug lock myself. I got two quotes (***** and ***). Both said that my inner tie rods and CV axles were fine and did not need replaced. *** replaced my locking lugs with regular lugs and balanced (which was causing the vibration) for $145.87. At this point, I don’t trust the mechanics or manager at Tire Choice as they lied to me about parts I did not need and would not replace the lug lock they stripped. *** confirmed Tire Choice likely used an impact on it and stripped it when putting the new tires on. I submitted a complaint to Monro asking for a refund of the Lifetime Install Package ($92.97) plus the costs I incurred at *** that should have been included under the package ($145.87) for a total of $238.84. Monro didn’t respond to my complaint as requested and I gave them 3 weeks.
Business Response
Date: 02/06/2023
This letter is in response to the complaint from ******* ******,
#********.            We apologize
that there was a concern with the lug nuts after our shop serviced *******’s 2016
********* **** on July 25, 2022. Our
shop did sell ******* a Lifetime tire install package at the time of her tires
being installed meaning that she could take her vehicle to any one of our 1300
shops to have the tires rotated or balanced for the life of the tires.   We would not be offering a warranty of the
install package that ******* paid for however we would offer the difference in
the two install packages that we do have for installing our tires in which the
difference is $33.   I also am offering a
refund in the cost that the ******* paid to *** to have the tires balanced and
the lug nut replaced. This totals
$181.10.   Please let me know if this is
an agreeable refund amount.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 02/11/2023
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 called guess services and the person I talked to indicated a check would be mailed out on 2/20/23 and I should received it within 7-10 business days.

Regards,

******* *******
Initial Complaint
Date:02/03/2023
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.
My son took his care in to get a routine oil change. The next morning while driving the car stuttered and shut down. There was oil dripping from the bottom of the car. After opening the hood we seen that oil was splattered all over the bottom of the hood. We had the car towed to *******. After inspecting the car, they told and showed us a massive amount of metal shavings inside the oil. ******* said that there is no way that amount of shavings could accumulate in the oil that quickly unless old oil was used for the oil change. We have been talking the car to get regular oil changes for the last two years at that location and it seems that they have not been changing the oil now my son’s car engine is destroyed.
Business Response
Date: 02/10/2023
February 10, 2023 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ******* ********, #********.             Mr.
******** spoke with my office on December 2, 2022, regarding his case and his son’s
information was sent over to our risk management department for our insurance
company to get involved and investigate the matter further.   Our Insurance ********* has noted his case
that they are going to relook at the file due to the case being denied
twice.   Once our insurance company is
involved there is nothing further, we can do regarding the matter this is
something that Mr. ******** would need to take up with ********* Insurance at
this time. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 02/17/2023
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 statement that the claim was denied twice is not true. This entire process was misleading. Monro told us that someone was going to contact us with a date, time, and another Monro location so we could get the car diagnosed. No one ever contacted us with that information. We did receive an email stating that an appraiser was coming out to value the damages to the car. Monro has yet to have a certified mechanic look at the vehicle. The claim was denied right after Monro closed down that location permanently and unexpectedly. Monro stung us along for almost two months, causing my son to lose his job.
Regards,

******* ********
Business Response
Date: 02/20/2023
February 20, 2023 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ******* ********* **********             Due to this
being a claim of damage to the vehicle we must get our insurance company
involved our shops are not required to look over the vehicle unless our
insurance states they will be doing so.   If Mr. ******** does not agree with the insurance companies’ decision in
the matter, he would need to take it up with *********.   We are unable to do anything further here at
customer service. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:02/01/2023
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.
This is regarding the Mr. Tire Baltimore location at **** ******* **** *****. I've taken my last three vehicles to this place and have never had such terrible service. Long story short, I had a flat tire and was supposed to get a replacement. They didn't tell me the tire was no longer being made. It took nearly a month to learn that. Terrible communication, very rude management, and damage to one of my $625/each ***** specialty rims.

I have attached my detailed complaint as a supporting document because the BBB website does not allow enough characters in this space.
Business Response
Date: 02/02/2023
February 2, 2023 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ******* ************ **********             I apologize
that this has occurred during service. I
have forwarded Ms. ************s information to risk management and a
representative should be in contact with her as soon as possible to get the
ball rolling in the right direction with this damage claim investigation. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 02/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that I should await a final response from the company prior to closing this complaint.

Regards,

******* ***********
Business Response
Date: 02/13/2023
February 13, 2023 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ******* ************ **********             There would
be no further action we can take here at customer service once a claim has been
filed with our insurance company.   The
insurance company and our claims department are the people that will be
handling this case further and Ms. *********** would need to speak to the
representative handling her case for further information. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

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Monro, Inc. is NOT a BBB Accredited Business.