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.

  214 West Avenue Albion, NY 14411

• 

  Monro, Inc.

  980 Central Ave. Albany, NY 12205

• 

  Monro, Inc.

  1511 Rte. 9 Clifton Park, NY 12065

• 

  Monro, Inc.

  791 W. Main St. Rochester, NY 14611

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:12/08/2022

  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.

  We did an oil change with Mr. Tire and It was done improperly and all the oil came out of our car. We had to get a tow and an inspection at the dealership to make sure our car was not damaged. The car was towed on September 10th to Mr. Tire. The manager John refunded us for the oil change. It went back on our card. He said they were going to refund us for the tow truck and for the inspection at the dealership. The tow truck amount was for $152 and the dealership fee was for $151. We called the insurance seven times, every time they pass us along to another department or they say that they will give us a call back after they talk to accounting. We have never received a call back in the past few months or any checks in the mail. When we talk to Mr. Tire they've just continued to tell us to call the the insurance. The insurance companies called Monroe insurance phone number 1*** *** ****. We have been wanting 89 days for these two checks and we have no assurance that we will ever get them. It is not my job to keep calling every day multiple times a day to receive these checks. they should have been sent out immediately. The service was done in properly and it is not my fault, I shouldn't have to spend all this time making this right.

  Business Response

  Date: 12/26/2022

  This letter is in response to the complaint from ***** ********, #*********.            My apologies for the inconvenience and the delay in getting you your
  check. We had the check reissued and it was placed in
  the mail on 12/12/2022. The address we have on file is ***** ******* ***** *** ****** ** *****.It looks as though we have tried to get you
  this check It was originally sent on 9/19/22. My hope is all is well with the address that
  you have provided to the BBB.  This is
  the same address the check is being mailed too.  You should receive the refund for the tow in a
  few days if you have not received it already.  Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/06/2022

  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.

  This company still has my car and will most likely charge me even more money. I dropped this car off on Monday November 28th for overheating. They claimed a leak in the thermostat. I told them over the phone the warranty papers were in the glove box, and they said they would check for the papers. Never once did they let me know they could not find the papers. The car was finished Monday afternoon and they proceeded to keep the car until Friday supposedly waiting for the warranty to respond. Friday I finally demanded to pick up my car and they said that the warranty still had not responded and the manager had flown out of town (Cody). They had me pay $415.16 for the car.
  
  I drove the car 2 miles home from the shop only. The very next day I drive maybe 8-10 miles and the radiator pipe blew and I had to have it towed back to the shop again. Everyone in the shop was talking badly about this business and the negligence I was experiencing. They agreed he probably had never even called my warranty company. This was Saturday the 3rd of December, and they said they would try and have the car finished the same day, but they did not advise me any kind of quote. I was never called the whole weekend.
  
  Monday I call myself about 10:30am and the manager cody is back. He blames everything on me and says he told me he didn't have the warranty papers and that he had told me 5 times this. No, they repeatedly told me they were in the process of reaching out to the warranty company. I told him everything his employees had told me and he said since I already paid, he couldn't do anything for me. I reiterated that I only paid cause his team told me I had to, and he said sorry for the misinformation, but I can't do anything now that you've paid.
  
  As of now they STILL have my car and are supposedly looking for another part. They still have not informed me if this is something that I have to pay for. I'm beyond furious and feel scammed especially since they didn't check my warranty at all.

  Business Response

  Date: 12/07/2022

              We
  apologize that Ms. ******** has had a less than desirable experience with our
  location in Deland Florida.   I did speak
  with Cody the manager of this location and he unfortunately had to go out of
  town when Ms. ******** had her vehicle into the shop for the thermostat issue
  originally and the communication was not top notch between the individuals that
  were running the shop in his absence.  There
  Unfortunately would be nothing I am able to do regarding the amount Ms.
  ******** paid for the services with the Thermostat however the vehicle being in
  the shop currently is an unrelated issue and the leak was coming from somewhere
  else.   For this inconvenience Cody is
  repairing the vehicle at no cost to Ms. ******** and once the part that he has
  ordered comes in he will be able to finish the repair.   We unfortunately do not have a time frame
  when the part will arrive only that it is in transit at this time.  For the inconvenience I would be able to
  offer a $100 service certificate that can be used at any one of our 1300+
  locations nation wide and this would be good for up to one year. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 12/07/2022

  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:12/04/2022

  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.

  TWICE Ken T***** has failed to tighten my rear lug nuts. This time, I drove 178 miles on my tires since it was last serviced at the ************* **, Lexington KY location. It was serviced in August for rear brake work which means removing the tire to do the work. Ken T***** did not tighten the lug nuts and 178 miles later the tire flew off causing damage to the aluminum wheel and me $250 out of pocket expense since I was out of town in order to get back to Lexington so Ken T***** could make their mistake right. The car was only driven 5 times since serviced and 75 of the miles was the one trip north yesterday. This is the SECOND time this has happened--a year ago Ken T***** failed to tighten the rear lug nuts and fortunately, ********** Rd. ***** discovered the loose lug nuts when servicing my transmission. Unfortunately, Ken T***** refused to admit the mistake and said they would not touch the car until I file a claim which can take up to 2 months!!! Their reason, they serviced it last 3 months ago--never mind this is my backup vehicle that is only drove on rare occasions. They also claimed there was no damage to aluminum wheel which now has enlarged out of shape holes due to breaking off the metal rods when it flew off. I have service documents, receipts, and can get written verification of the issue from the ********* auto business that got me back on the road yesterday.

  Business Response

  Date: 12/07/2022

  December 7, 2022 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ****** ****** , #********.             I apologize
  that ****** has had a poor experience with service at one of or Ken T*****
  locations.  I have forwarded the
  complaint information and documentation that has been provided over to our
  claims department for them to investigate this situation further.   The claims department will be in contact
  with the guest as soon as possible to further assist in this matter. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

  Customer Answer

  Date: 12/09/2022

  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, they are issuing a $302 check on Monday.  
  
  Regards, 
  
  ****** ******

• Initial Complaint

  Date:12/04/2022

  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.

  I brought my car in to get the starter fixed on July 20th, 2022. I received my car back after the work was completed. The next day the car started, but when I started my vehicle, it was struggling, and it was associated with a noise that I never heard before. I then contacted Monro Auto Center and Tire and informed them of the situation. They responded to me by saying that what I was experiencing with the car starter was normal and that the car was fine. I find that information conflicting merely because when my vehicle was struggling to start, they told me that I needed a new starter. Now not only am I struggling with my vehicle starting, but it also now has a noise associated with it. I am looking for Monro Auto Center and Tire Service to correct the issue with my vehicle. I paid approximately $735.35 on this service and over $3,000.00 with this company.

  Business Response

  Date: 12/22/2022

  This letter is in response to the complaint from *** ***, #********.            As it was
  stated in the credit card dispute that *** filed against his charge for the
  starter service, we ask that *** take his vehicle back to one of our 1300+
  locations to have the vehicle looked over due to this service being under
  warranty with our company.   If *** is
  not comfortable taking it back to one of our locations, we ask that he send a
  paid invoice showing what had to be done to correct the concerns with the
  vehicle and we can review it at that time.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:12/03/2022

  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.

  Assuming that this business is affiliated with Tire Barn of Marion, IN, I am submitting a complaint for urging me to purchase a tire, when my previous tire was perfectly fine and neglecting to actually fix the problem until I brought it into the shop the second time. I informed the team that the air pressure gauge was showing that my front passenger tire was about 24 psi. After "evaluating" the problem, the associate up front had me go back to the garage and a mechanic "explained to me" that this tire needed replaced and that all other tires were good. I spent almost 150 dollars (see attachment) to have this tire replaced, but felt that there was nothing wrong with it as I observed it when they were explaining to me, BUT they are the mechanics and I am not. This was on a Saturday. The next day, I had to make a trip to southern Indiana. The tire pressure gauge did not correct itself and was still showing 24 psi for the very tire that was replaced. I stopped at Tire Barn in Fishers. The associate there told me that the mechanics in Marion forgot to reset the sensors. So, he reset them. Tuesday rolls around and the sensor is still showing 24 psi in front tire. I take it back to the Marion Tire Barn on Wednesday. Marion tells me that this whole time it has been the rear passenger tire which was at 10 psi. They discovered it had been punctured with two screws and they showed me the screws. I have not had a problem since. HOWEVER, I felt that I was duped into purchasing a 150 dollar or so tire that they said was the cheapest WITH A DISCOUNT. I feel I should get some or all refund for that purchase, ESPECIALLY SINCE the failed to figure out the issue and they repair punctured flat tires for free. NOTE: My address on the receipt is my old one. The one recorded on this complaint is current.

  Business Response

  Date: 12/06/2022

  December 6, 2022 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from Elijah
  Mcknight, #********.             I apologize
  that Mr. ******** had this experience at one of our Tire Barn Location.   I would not be able to refund Mr. ******** for the cost of the tire that we charged for due to that tire is on Mr.
  ********* vehicle and when he returned on the 30th the shop corrected
  the issue at no cost.   I can offer a
  service credit that can be used at any one of our 1300+ locations for any
  service he may need within the next year.   I would be able to send out a service credit in the amount of 50 dollars
  for the inconvenience of having to return after having one tire installed. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

  Business Response

  Date: 01/04/2023

  Due to us being unable to determine if we are at fault for the complaint I agree that we will refund the guest for the $100 as a customer satisfaction due to the guest having to return later to have the repair done and was not charged the second time.  Thank you for your time,  Theresa G*******  Customer Service Team Lead  Office Phone: ************** ********* **** Email: ************************** Department Fax #: ************

  Customer Answer

  Date: 01/04/2023

  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:12/02/2022

  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.

  Tire Barn in Knoxville at **** ******** ***** Knoxville, TN installed brakes and rotors on the front and rear of my 2016 ***** ********* on 9/29/22. Since the installation, the brakes have squealed terribly. Including the original installation, I have been back to Tire Barn five times trying to get the squeak repaired. Up until today, Tire Barn has worked with me. On one of the five trips, Tire Barn replaced a couple of parts but it still didn't stop the squeaking. I need to point out that my brakes did not squeak until Tire Barn replaced them. When the vehicle was taken back to Tire Barn today, 12/2/22, due to the brakes still squeaking, they gave me a $250.00 refund and basically sent me on my way. There is no way I can take my truck to any shop to have the squeaking investigated and repaired for $250.00. Tire Barn owes me a full refund so I can get my truck properly repaired. I paid $1079.98, before taxes, to have the brakes put on my truck at Tire Barn. I also had tires put on my truck when Tire Barn did the brakes. If you pull up my account with Tire Barn, you can see that I have five vehicles that I regularly have tires put on or brakes done. I have taken my vehicles to Tire Barn for a long time and have recommended many customers to Tire Barn. This is the first time Tire Barn hasn't been willing to make a mistake on their part right. This will be my last visit to Tire Barn, except for the warranty items I have with them, unless Tire Barn makes this right.

  Business Response

  Date: 12/06/2022

  December 6, 2022 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from ***** *********, #********.             We
  understand that Mr. ********* has taken his vehicle back and forth multiple
  times to our shop after having service performed and there is a squeaking noise.  I would be unable to refund him for the
  services due to them being performed and Mr. ********* has our parts on his
  vehicle.  I would ask at this time if Mr.
  ********* can take his vehicle to a shop of his choosing and have the vehicle
  looked at and send an estimate of what it will cost to fix the squeaking, I
  will be able to review it with our director at that time regarding a reimbursement
  of some kind. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

  Customer Answer

  Date: 12/11/2022

  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:12/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 11/5/2022 i made an appointment to have my car looked at as it was overheating. i drove my car to the site and left. a few hours later i received a call back from the shop letting me know the car required approximately $1700 worth of work...i went back to the shop to get my car. on 11/24/2022 i opened my car hood and noticed my engine cover was missing. on 11/28/2022 i called the shop and let them know i was missing my engine cover. the person who answered (name was duke?) said he would check, put me on hold, and came back to the call a minute or so later and said he didn’t see any engine cover there. i let him know at that point that was an issue because i hadn’t taken my vehicle anywhere else and left it and that they needed to find out what happened to it. the guy then proceeded to read me the last 4 digits of my number to verify that was my contact information, said he would call back or have someone call me back, and then hastily hung up on me. i have not heard anything back from the business since then. 

  Business Response

  Date: 12/06/2022

  December 6, 2022 Better Business Bureau 100 Bryant Woods South Amherst, NY 14228 This letter is in response to the complaint from Jason
  Lancaster, #********.             We apologize
  that Mr. ********* was not happy with the shop and that he was missing his
  engine cover off his vehicle after service.   I would ask if Mr. ********* can get a receipt of the purchase of a new
  engine cover and provide it here, we would be able to review it here.   Unfortunately, we are unable to refund Mr.
  ********* without a paid invoice showing he had to purchase a new engine cover
  after our shop performed service.   Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

  Customer Answer

  Date: 12/17/2022

  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 only being that there seems to be no other way for me to have the matter resolved. 
  
  Regards, 
  
  ***** *********   

• Initial Complaint

  Date:11/29/2022

  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 drove my car in for a brake check on November 27, 2022 because I was hearing a low noise while braking. Less than an hour later I was told I needed brakes, rotors, and calipers. When I declined the services I was told that the old parts could not be put back on and the car could not be driven. I was then charged $1,342.75 for these repair services. I only paid to get my car back and to not have to tow it somewhere on a Sunday, but I felt forced into having to pay just to get my car back. I've been advised by other brake shops that this work should have only costed approximately $800. I feel disrespected and taken advantage of because I am a female. I was left with no other option but to come up with money to pay for this bill when I only went in for a diagnostic. My car was driving fine when I took it in - no serious vibrations or loud noises that would've indicated a serious problem. I know what a car drives like and sounds like when brakes and rotors are bad and that was not the case with my car.
  
  In any event, my car should not have been undrivable as a result of a diagnostic, denying me the opportunity to drive it elsewhere to obtain another opinion and estimate. I was not shown any parts that were taken off my car other than the brake pads. I was not asked if I wanted to keep any of my parts. I believe I was taken advantage of and at a minimum I would like to be reimbursed the additional $542.75 I believe I was overcharged. My preference would be to have all my money refunded since I was coerced into this transaction by being told that I had to complete the repair because my old parts could not be put back on. I would appreciate an investigation into this matter. Thank you.

  Business Response

  Date: 12/02/2022

  This letter is in response to the complaint from ******** ******, #********.            I apologize
  that ******** feels that they were coerced into getting the brake work done on
  their vehicle.   Unfortunately, I am not
  able to refund the guest for the services that were performed.   If the guest feels that they were
  overcharged for services we would ask that an estimate from a shop of their choosing
  be provided for what the services we performed would cost at another facility. *If a customer
  finds the equivalent quality parts, service, and warranty for a lesser price
  from any approved automotive service retailer** and has proof in the form of an
  advertisement or itemized written estimate, we will match it or refund the
  difference. **approved
  automotive service retailer: ****** ****** ********** ****** ********, any
  regional or national automotive service retailer or auto dealer. Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I was NOT given the option of driving away with my vehicle to obtain additional estimates BEFORE the work was done.  This now puts me in the uncomfortable and inconvenient position of having to find someone to examine the work that has already been done.  This will take time and some brake shops may not even want to do this.  What is being offered to me for this inconvenience?  What if additional repairs need to be made?  Most importantly, what is being offered to me for the fact that I was not simply allowed to drive away with my car to get another estimate?  My car was drivable when I left it in for an ESTIMATE.  When I said I did not want the work done due to the estimated cost, I was told I didn’t have a choice.  This is unfair and unethical.  
  
  Regards,
  
  ******** ******

  Business Response

  Date: 12/13/2022

  This letter is in response to the complaint from ******** ******, #********.            I apologize
  that ******** feels that they were coerced into getting the brake work done on
  their vehicle.   Unfortunately, I am not
  able to refund the guest for the services that were performed.   If the guest feels that they were
  overcharged for services, we will ask that an estimate from a shop of their
  choosing be provided for what the services we performed would cost at another
  facility.  At this time this is a, he
  said she said situation and ******** signed the invoice after the service was
  complete.  A price match is all that we can
  offer.*If a
  customer finds the equivalent quality parts, service, and warranty for a lesser
  price from any approved automotive service retailer** and has proof in the form
  of an advertisement or itemized written estimate, we will match it or refund
  the difference. **approved
  automotive service retailer: ****** ****** ********** ****** ********, any
  regional or national automotive service retailer or auto dealer. Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:11/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tires and installation from the local shop. They slipped in a tire warranty, a more expensive lifetime mounting and balancing, a small part and a shop supply junk fee into the bill without saying a word about any of it. Because nothing was said about these additional items, I paid the bill and left. On the way home it occoured to me that the bill seemed high, so I looked at it in detail. When I noticed these items, I turned around and went back to the shop.
  
  After explaining the situation and my unwillingness to pay for these items that were neither disclosed or approved, the store manager and I came to an agreement on a $150.00 refund. He gave me a printout of the refund request, telling me that corporate takes care of processing the returns and that I would see the refund in about 5 days.
  
  The refund was never given. After waiting about a month, I called the store and was told that they would fix it and follow up with me. Neither happened so at about 2 1/2 months I called their corporate offices. They have given me the runaround and will not process the refund. They say it is because the request says that it is for a price match and they need a quote for a price match. I explained that there was not price match and listed clearly what is was for. I explained that there is nothing to price match 4 times now. I also explained that it sounds like a internal issue that they need to work out with the store. The reason for the refund is very clear, is for items that I am not using, were not approved and are documented. They also are saying that they don't owe because there is a discount on the invoice that is for a similar amount. I explained while similar amounts, they are not the same. The one already showing on the invoice was a discount done to win my business up front. The refund, done separately, and documented separately after the sale is a refund as stated above and done after the sale. They refuse to acknowledge this.

  Business Response

  Date: 12/02/2022

  This letter is in response to the complaint from ******* ********, #********.            We apologize
  that Mr. ******** refund request was not received by my department from the
  shop.   However, Mr. ******** did speak with
  customer service regarding his concerns with his bill and the representative
  that he spoke with asked that he provides us with a price match of services.   This was received by my department, and we
  have processed a refund in the amount of $150 dollars back to the **** Card Mr.
  ******** paid with.   This was processed
  on December 1, 2022 and should reflect back to his card within 3-5 business
  days.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 12/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  While the business did finally refund the $150.00, it took more than three months, a trip back down to the shop, a follow up phone call to  the shop, a call to their corporate offices, an escalated call to their corporate offices, three messages to their corporate office customer service team, having to provide an excessive amount of documents that they had no right to, a message to the business's entire team of officers, a bad google review, a bad yelp review, filing a complaint with the NY State Attorney General and filing a complaint with the BBB. I informed the rep on no less than 4 occasions that this was a return and not a price match but was a return of unwanted warranties and items added onto the bill that were not presented disclosed or approved.  If she reads this, it will be the fifth time saying it. (Reps would not acknowledge anything I said. Literally, not a word, no answers to questions, no arguing any of my points, nothing at all.  It was the strangest thing I have ever experienced in a business setting. I can only assume it is some game they play to have fun and act like school yard bullies.)I informed all of the company leadership of a long long long list of errors and problems experienced by their team pointing to a Ms. G******* as the largest offender and a person who acted with impunity.  It is clear why she acts untouchable, when after all of what I said to the leadership of her company, that she was the one who replied to this complaint.  She lied in the answer stating that the request was not received.  It is done electronically and they pulled it up when I called.  She repeats in the response to this complaint that I sent price match paperwork in direct defiance of our conversations and in obvious and very public attempt to show that she can get away with it.I can't believe she has a job and cannot consider this as being resolved until I know that she has been fired for her actions.  I do not see it as likely as not a single one of the board members bothered to acknowledge my my message to them.  It seems that the arrogance is systemic.
  
  Regards,
  ******* ********

  Business Response

  Date: 12/06/2022

  This letter is in response to the complaint from ******* ********, #********.            We
  apologize that Mr. ******** was not happy about how our customer service
  department handles refunds that are sent up from our shops.  The complaint that Mr. ******** sent to our
  board was sent back to us here at customer service due to our department being
  the one that handles customer complaints and refunds.   The documentation that Mr. ******** provided
  to my representative when asked to provide the price match paperwork for the
  lesser price of services was blacked out therefore, we were unable to accept
  that as valid documentation once Mr. ******** provided us with the proper
  documentation showing that he could get the Tires at a lower price at one of
  our competitors we were able to process the refund in the amount of $150 back
  to Mr. ******** **** Card.   Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:11/29/2022

  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 September, I took my **** ***** for a tire service to Tire Choice service center. Later I realized that almost all the lug nuts were stripped and could not be removed. I took my truck to a local car dealership to fix the problem. It took them 5 hours to get the lug nuts off and I was charged over $250.00 to correct the problem. I submitted the invoice to the local store and was assured I would be refunded. No one has contacted or sent a refund, a copy of the invoice was provided.

  Business Response

  Date: 12/02/2022

  This letter is in response to the complaint from ***** *****,
  #********.            I apologize
  that Mr. ***** Refund was not processed sooner.  My department did not receive the documentation from the shop regarding
  what Mr. ***** had spent out of pocket to correct the issue with the lug
  nuts.   I have put the refund into our
  next batch due to be mailed out on December 12,2022.  This will be mailed to the address Mr. *****
  has provided here with the BBB and should take no more than 7-10 business days
  for him to receive the check.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.