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:01/31/2023

  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 vehicle to get an exhaust leak fixed. They broke a bolt off in the heads on the engine. They tried to drill it out but did it crooked and drill through the heads and into the cylinder of the engine. Charged me $1119.40 to get my vehicle released broken worse than when it went to them. I then had to pay another $1273.06 to another shop to get it fixed properly. They had my vehicle for 3 weeks then it took another week for it to actually get fixed. Causing me to not have it for a whole month.

  Business Response

  Date: 02/02/2023

              I have been
  in contact with our Risk management department regarding Mr. ******* claim, and
  our insurance company had determined that our shop is not Liable for the
  damages to the vehicle.  Insurance
  explanation is below.  Once our insurance
  company had decided on a case, we are not able to take any further action
  regarding the matter.   If Mr. ***** is
  not in agreement with the determination this is something that he would need to
  dispute with ********* our insurance company. Thank you for your time, Theresa G*******  Guest Services Manager Monro Inc.

  Customer Answer

  Date: 02/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.&n**p; For your reference, details of the offer I reviewed appear below.&n**p;
  So i took my **** to Mr Tire to get an exhaust leak fixed. when i got there it was in the evening and they took a look at it. they said they believed it was the exhaust manifold leaking and that i should bring it back the following day. So the following day i came back and they took it into the shop and said they would look at it. after several hours they told me that it was going to be a bigger job because they broke a bolt off. i said that was fine ( shit happens) and i left. they said that they would call me when it was done. 2 weeks later i started calling them asking what was going on with it. Which i was they hadn't started it yet although i had been by several times and saw it in the shop with multiple employees around it. It appeared to me that they were indeed working on it, although they kept telling me they hadn't even started on it (odd in my opinion). After 3 weeks had passed and multiple calls to the shop to check on the status on the **** i am finally told that the head of my engine was ruined and i would have to pay another $1200 plus to replace it. i was told by the manager that they tried to drill the stud out but the head was ruined and i would have to get a new head. At that point i told them i would just come and get it and have someone else finish the work to it. it sounded to me like this was a surprise to them and that it wasn't what they wanted to have happen (because they knew that they had messed up and caused the damage). When i showed up to get the **** the manager was hustling around trying to change the invoices and make it appear that it had been prior damage. There is no way that it was prior damage because if it was my **** would have had oil in the antifreeze and anti freeze in the oil. neither of which happened. When i contacted Mr. Tire about getting my money back for them damaging my **** (i had to pay roughly $1200 to get them to release my **** back to me) and to discuss getting refunded for having the damages that they caused repaired correctly i was put in contact with **** ********** with ******* *********. when i spoke to him about the situation he told me that the insurance company would only cover the repair cost of the other facility if they accepted the claim, which would leave the $1200 i had already paid to Mr Tire. to get my **** released so i could take it to a competent shop who could actually repair the damage that Mr Tire had caused and fix the original issue as well, Mr Tire's liability to pay in refund as ********* says they won't cover those costs. After hearing back from ********** i was told that they are denying my claim because they said it was prior damage (which is utter **). they said that the pictures showed signs of rust, the only rust i can see in the pictures is a tiny amount of surface rust coming from them having it torn apart for 3 weeks. I can show you the actual head if needed and i have pictures of the damage that Mr Tire caused to my ****. I have a third party who is willing to go on the record saying that the damage was their prior to taking to Mr Tire. i have not found any evidence of any oil in the anti-freeze or vise versa (which would have happened if the damage had been done prior to Mr Tire "working" on the **** due to them destroying the head gasket when they improperly drilled the stud they broke off), I understand the insurance company's main goal is to not pay out claims if possible but i truly believe that they dropped the ball on this from the time that i walked into the Mr Tire shop' and at every step since. They are blindly taking the shop managers word as exactly how is was, but he is just trying to cover his own ass. I mean if it was prior damage why would it take 3 weeks and about 10 phone calls for them to say something about it?? i believe a FAR more likely senerio would be that they broke the stud off day 1 and that they spent 3 weeks trying to figure out how to fix it or a way to cover their asses. Furthermore on the invoice it states that it "looks as if previous owner used heat to remove one exhaust/intake stud" when Very clearly it was a drilled hole which had a**olutely no rust in or around further indication that THEY are the ones responsible for the damage to my ****. In conclusion Mr Tire and ********** Insurance are trying to dismiss this situation as not their fault and it 100% is their company's fault and they are liable for making it right. I truly hope that they will readdress this issue and come to the correct conclusion. If there is need for any further information from me about this issue please fell free to reach out. 
  
  Regards, 
  
  ******* *****
   

  Business Response

  Date: 02/16/2023

              I have been
  in contact with our Risk management department regarding Mr. ******* claim, and
  our insurance company had determined that our shop is not Liable for the
  damages to the vehicle.  Insurance
  explanation is below.  Once our insurance
  company has decided on a case, we are not able to take any further action
  regarding the matter.   If Mr. ***** is
  not in agreement with the determination this is something that he would need to
  dispute with ********* our insurance company. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:01/30/2023

  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 got an oil change recently at this location. The mechanic never put the oil cap back on when refilling my oil. This caused oil to spew all over the inside of the car under the hood. Monro told my boyfriend that I’d be receiving a check in the mail for the cost of the oil change that was provided which I have never received.

  Business Response

  Date: 01/31/2023

  This letter is in response to the complaint from ******* ********, #********.            I have
  reached out to the shop, and they did confirm that we should be refunding Mr.
  ******** for his oil change due to the issue with the oil cap being left off
  the vehicle.   I have processed the
  refund through our system in the amount of $102.59 and this will be refunded on
  Thursday February 2, 2023, back to the Visa card the oil change was paid
  with.  This process usually will take between
  3 and 5 business days to reflect to the card.          Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/29/2023

  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 purchased 2 back tires in April 26, 2022, I took my car in yesterday as I was hearing a scrapping noise. I received a call this morning stating that I needed a new back tire and proceeded to give me a price, I then asked for the size needed and was told it was 225/45 R19 , so upon doing more research I found out that *** **** put the WRONG size tires back in April, they were supposed to be 245/40 R19 so I called again and spoke with Andrew who I explained the problem. He said that he could take $80 off. Now of course my response was but why am I being penalized for your error because now I have a purchase 2 tires instead of 1, he said that he did not have to do anything but he was providing customer service and that he was not giving me 2 free tires, again after I said it was Mr. Tires error not mine, he came back with I can do both tires for almost $396.75. I then asked for his supervisor and he gave a name of Tommy, I asked for his number and he said he didn't have it. *** **** is forcing me to purchase 2 new tires since they put 2 incorrect tires on my car. My car has different size tires on the front and back, as I have a ******** ***. So what should have been 1 tire needed, its now 2 tires needed.

  Business Response

  Date: 01/31/2023

              Ms. ***** has reached out to my office and the representative that ***** spoke with has
  reached out to the location and asked that the cost of the tires that need to
  be put onto the vehicle be pro-rated meaning that the guest only be charged a
  portion of the cost of the tires due to the tires being the incorrect size for
  the vehicle at the time we installed them on April 26, 2022.  Ms. ***** agreed with the charge for the tires
  to be replaced when the representative last spoke with her.            Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/28/2023

  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.

  My first service was done on 03/11/22 when my 2016 *** was having issues with its air-ride suspension system. I brought my vehicle into Mr. Tire and they serviced it for $838.50, they cited the issue was a blown 40amp fuse for compressor and stuck valve LF wheel. They replaced fuse and tested the system in full and refilled with nitrogen. The fix only lasted a short time and I began having issues inflating my system again, I was told this was sometimes normal for my vehicle (its not). The next service I had done was on 07/05/22 for $1227.35 after I was driving behind a truck which dumped some pavers off its load, I managed to avoid most of them but since my suspension system was still not functioning when I went up and over one the truck came down hard enough to cause an exhaust leak (I could hear the turbo spooling freely). I dropped my vehicle off, explained what happened, and was told they would take a look. After nearly 3 weeks (vehicle picked up on 07/29/22) I was finally able to retrieve my vehicle. The entire process was grueling, my comments were entered into the system on the first day (exhaust leak) however, we first replaced a MAP sensor 2 times (2 different manufactures) before the vehicle was hooked up to a smoke machine to correctly identify the leak location. Once the leak location was identified we learned there was a broken bolt in the bottom of the turbo manifold to the EGR. They said they were unable to extract the bolt, I was responsible for all the labor up to this point and now I would have to spend $5220.16 (turbo, manifold, service, parts) to replace the entire system. At this point I reached out to corporate to see what my options were as this was a very large bill. The next day I received a call and was told my vehicle was ready to be picked up. My vehicle just broke in the same way again and was informed by the new mechanic it is irreparably broken because someone took a torch to extract the bolt and warped my manifold and broke the turbo.

  Business Response

  Date: 01/31/2023

  This letter is in response to the complaint from Matthew
  ******, #********.            Mr. ******
  had reached out to my office regarding his vehicle and was asked to provide the
  documentation regarding what the other shop found going on with the vehicle
  after our shop did service.   I have reviewed
  this with our director and Due to Mr. ****** claiming that we caused damage to
  the vehicle during service I have forwarded all of Mr. ******’s information and
  documentation over to our Risk management department and they will investigate
  the matter further.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:01/27/2023

  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.

  Purchased a set of 4 ******* ******* tires costing $635.90 on 01/14/22 for my 2010 *******. After putting 2689 miles on them the tires started shaking the front-end badly, you couldn't maintain 55 MPH or you would ruin the shocks, springs, etc. I took it back to Mr. Tire (12/08/22) to check the wheel weights and re-balance the tires if necessary. They did that no charge; however, after 5-10 miles the shaking problem returned. Since I didn't want to any more miles on the car (At this time 12/13/22 I decided that the car was basically undrivable). I decided to put a new full set of ********* on the car at Mr. Tire. I told them the tires only had 2689 miles on the ********, so they knew they were replacing tires that I considered bad. Going back a day or so before I had to slow the car down to 20-25 MPH due to a person pulling out in front of me on RT. 8. I usually do not run the car a that speed for any length of time; but, in this case I had to. I noticed that the car was handling funny as if I was on a wavey sea wobbling up/down back and forth. This was time I realized that the tires had to be bad. Replacing the tires with the ********* (4) solved the problem. They offered no compensation, just another bill. I feel as though I so be compensated for those bad tires that last less than one year. I asked for their corporate office phone number (###-###-####. After calling their office twice they decided they were going to do nothing. I asked for someone higher up the corporate ladder. They said there was no higher. I asked for the name of the president of the company, I explained that I wanted to send a letter explaining the issue, she (Ext ****, First name TAZ) she would not give the presidents name. It seems to me that I should receive some compensation all that money spent. Not to mention the time it took to resolve this problem. NHTSA has 2 complaints on these *******; though no investigation is being conducted. More than one website has shown problems with these tires. Anything you could do would be appreciated.

  Business Response

  Date: 01/31/2023

  This letter is in response to the complaint from ******** ********, #********.            The guest
  did speak with my office regarding his tires he purchased in January of 2022
  however when our shop looked over the tires there were no manufacture defects
  in the tires therefore there would be no manufacture warranty on the
  tires.   There would be nothing more we
  are able to do on our end regarding the new set of tires that the guest
  purchased for their vehicle. The guest chose at the time of purchase not to
  include a road hazard package with the tires along and chose also not to have
  an alignment done on the vehicle at that time.  Our warranty for our Tire purchases is 30 days if the guest is not
  satisfied with the tires, they purchased they can be returned or exchanged for
  a set of tires that are equal to or of greater value than the original tires.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:01/27/2023

  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 1/18/23 I noticed a leak on my 2013 ***** ***** *******. Brake fluid was empty. Puddle of brake fluid under the vehicle in my driveway. On 1/18 I scheduled an online appointment for 1/23 at Monroe muffler and indicated I was coming in to check my brakes. On 1/23 I left my vehicle at Monroe muffler with Matthew to have it checked and repaired for the brake fluid leak. Matthew called me shortly after informed me they found no signs of a leak and would suggest new tires. I explained to Matthew the leak I found under my vehicle and he assured me they found nothing just added a few drops of fluid. I was under the impression my vehicle is reliable and only needed tires I then purchased tires for total of $335. On 1/25 noticed brake fluid in the middle of my driveway and when on the vehicle brake light back on. Check brake fluid and empty. Call Monroe muffler and spoke to Damon he would personally check my vehicle. I arrived around 915a on 1/26 to an aggressive Damon who did not address himself. immediately asked for my keys. He checked my vehicle and immediately determined I have a brake fluid leak and need a brake line. But no tools and can’t do repair suggested I find another locations and sent me off with a bill. At that time I contacted corporate office to make a complaint. I was offered tires instead of my original requested and upon returning I was sent away as of my service didn’t matter. I went to another mechanic and paid $250 for this repair due to time the leak has occurring and being neglected. I’m a single mother on a very tight budget. My kids safety is also important. I have missed out on time at work and spent more money than expected. Corporate offered me A $250 credit towards the repair at one of their locations but I’ve already paid for the repair to be done. They did not offer any other compensation after explaining this to them. But I still would like compensation. I felt discriminated against and denied service after spending money there!

  Business Response

  Date: 02/02/2023

  This letter is in response to the complaint from ****** *******, #********.            I have
  reviewed the invoices from Ms. ******* bringing her vehicle in for service and we
  apologize that while looking over the vehicle the shop did not find the brake
  leak on their first look over of the vehicle however the shop did find that the
  two front tires were very low on tread and recommended that she have the two
  tires replaced.   Ms. ******* agreed to
  the service and has our tires on her vehicle.   When Ms. ******* returned to the shop, they looked over the vehicle
  again and found that the vehicle needs a brake line from the ABS module to the
  drivers rear wheel and a brake bleed will have to happen.   The location that she was at was not able to
  perform this service on the vehicle due to equipment issues.  The shop did let Ms. ******* know that they
  were not able to do the service but one of our other locations may be able
  to.  We would not be proceeding with a
  refund of any kind.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:01/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were quoted online for a price on tires and installation. When we went to Mr Tire after making the appt online..
  The price was now $70 more than stated online! When we questioned he said they don’t honor online pricing? How would a consumer know that?! This is False Advertising!

  Business Response

  Date: 01/30/2023

  This letter is in response to the complaint from ***** ******, #********.            My office
  spoke with Ms. ****** on January 24, 2023 regarding the matter of the shop not
  honoring an online pricing that she was given.   The representative that Ms. ****** spoke with requested documentation of
  the quote that Ms. ****** received online however my office did not
  receive.   With comparing the quote that Ms. ****** has
  provided here to the BBB, I do see that the shop charged $32.98 for Stem Kits
  for her tires as well as a $7.29 Environmental fee.   I will process a refund in the amount of
  $42.69 due to these fees not being discussed with Ms. ****** prior to check
  out.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:01/25/2023

  Type:Product 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 visited the Monro Muffler shop in Glenville, NY on 8/28/22 due to an issue with the exhaust system on my 2010 ****** *******. The shop diagnosed the problem and provided an estimate for replacement of the muffler, upstream resonator and pipe assembly, and associated hardware. The car was placed on a lift, and the mechanic physically showed me all of the parts that would be replaced. I paid a $50 deposit that day so the shop could order the parts. I returned on 9/2/22 to have the work done. The work was completed on 9/2/22, I paid for the job in full (total cost was $727.14), and I drove the car home. The invoice I received includes an explicit line item for the resonator ($241.29). When I arrived home, I looked under the car and discovered that the resonator and pipe assembly was not replaced as quoted. The shop only replaced a short section of pipe that connects the resonator to the downstream muffler. I took the car back to Monro on 9/3/22, and they agreed to order and install the missing part. I waited about four months with no call from Monro and returned to the shop on 1/22/23. The shop again agreed to order and install the missing part and told me that they would call me the next day to confirm the part was ordered. As of today (1/25/23), I have not heard back from Monro. At this point, I feel like they are giving me the run around. I have lost confidence in the integrity of this merchant and am requesting a refund for the cost of the resonator that was not installed ($241.29 plus 8% sales tax = $260.59).

  Business Response

  Date: 01/27/2023

  This letter is in response to the complaint from ****** ********, #********.            I have
  spoken with our location, and they informed me that the invoice was incorrectly
  labeled however they had ordered the resonator for Mr. ******** and it did arrive
  today and they would be in contact with the guest as soon as possible to set up
  an appointment to have him bring the vehicle in so they can install a new
  resonator into the vehicle for him.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 02/04/2023

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

• Initial Complaint

  Date:01/25/2023

  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 vehicle to Mr Tire at the California, MD location, to repair an oil leak and four tires back on 01/02/23. We have had conversations with two shop employees, Bobby and Randall about the initial and subsequent repairs. To make a detailed, long story short, we had to initiate all contact with them after their first call to us when they quoted a price on the repairs we authorized(water pump, oil pump, timing belt, four tires, alignment, control arm approx $2,800) Ultimately, the car is not repaired, in fact, we were told when WE called them for a final update, that the head gasket is blown because the car overheated when they test drove it. We asked Bobby what the next steps were since now they blew the engine and ruined my car. He said that he was going to speak to the manager on 01/13/23. He never called us back. We called Monro on 01/13, 01/20, 01/24, 01/25 with no resolution. The only information we have thus far is they towed our car to another location where they confirmed with Monro that the head gasket is blown. Theresa, a customer service rep at Monro, was going to speak to a District Mgr for next steps and call us back (this was on 01/20) . No call back since then. No one from either shop has called since our last conversation on 01/12/23 when Bobby said he was going to speak to his manager. No one from Monro has called back since we spoke to Theresa on 01/20/23. I also sent an email today, 01/25 and now contacting you. This has caused undue stress and I have been without a vehicle going on 4 weeks. We have been more than gracious and patient during this whole ordeal, in spit of the fact that they ruined my car.

  Business Response

  Date: 01/27/2023

  This letter is in response to the complaint from ****** ****,
  #********.            I spoke
  with Ms. **** personally and I do apologize in the delay in getting this
  situation handled in a timely manner however, it has been determined that the
  case needed to be handed over to our risk management department to involve our
  insurance company and have them investigate the situation further.   Ms. ****’s information has been given to risk
  management and a representative should be in Contact with her or her husband as
  soon as possible to get the ball rolling in the right direction with this
  investigation.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 01/31/2023

  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.
  No one from the Risk Management Dept/Insurance Company has reached out to us nor do we have a phone number to call them.  You said someone in that department will be reaching out to us and no one has yet!  It has been TWO WEEKS since we have spoken to anyone.  We want to know when someone will be calling us and also provide us with the phone number for us to reach out to them. Who do we contact? When are they contacting us? It is going on ONE MONTH now since our vehicle has been at Mr. Tire.  WHO has our car?  This is absolutely the most ridiculous thing I have ever dealt with in my life.WHEN IS SOMEONE CONTACTING US FROM YOUR RISK MANAGEMENT DEPT/INSURANCE COMPANY?WHAT IS THEIR CONTACT INFORMATION?WHO HAS THE CAR AT THIS POINT? WE DO NOT HAVE THE CAR. IT IS OUR PRIMARY METHOD OF TRANSPORTATION. 
  Regards,
  
  ****** ****

  Business Response

  Date: 02/06/2023

  This letter is in response to the complaint from ****** ****, #********.            I have reached
  out to our Risk Management department, and they should have already been in
  contact with Ms. **** regarding her vehicle.   We have no further information here in customer service regarding the
  claim.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/24/2023 I visited the Tire Choice store on ********** ***** to have Air conditioning refrigerant added to my **** truck. I told the technician at the counter that there was little to no refrigerant in the system because when the compressor was turned on it make a very loud noise. I also informed him that the compressor was replaced approximately 18 months ago at another garage and should be good. They totally ignored my request and just turned the compressor switch on and decided that I needed 1600 dollars (+/-) work without even honoring my request. When I picked up[ my truck after paying $88 for their inspection it sounded worse without the compressor on than it did when I dropped it off 6 hours before. When I went back to the counter to ask what they did, they said that it just got worse because the bearing was bad but they had given me an estimate to fix it. All of the components they were trying to replace work fine with the possible exception of the compressor that they would not top off with the freon, but they would not test it prior to giving me a huge estimate. Also, evidently my brother in Law has dropped my truck off in the past and used his name but my phone number to register. His name is **********.

  Customer Answer

  Date: 01/25/2023

  I want them to preform the steps I requested by topping off the cooling refrigerant system.  They should also use leak detection dye to find and repair the leaking line 

  Business Response

  Date: 01/31/2023

              My office
  spoke with Mr. ******* who gave us the name of ******* **** and when speaking
  with the shop they let us know that the phone number that ******* has provided
  pulls an invoice for a **** ********** with a 2001 **** ******.   Our shop did a full AC service on his
  vehicle and while working found that the vehicle would need the Compressor and Condenser
  replaced on the vehicle.  The guest did
  deny services at that time.  Our shop would
  be willing to complete the AC service on the vehicle if the guest wishes however,
  we would not be refunding the guest for the service that was provided due to the
  shop providing a diagnosis of what is going on with the AC .Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.