Business Profile

Auto Repairs

Monro, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Monro, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

894 total complaints in the last 3 years.
359 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/04/2022
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.
Got a flat tire while on vacation. Went to this business to get tires. They did not have the size for my car and I had to order. I placed the order, but before I left the store, I asked if they could put the car on the lift to check the wheels. The wheel was in fact cracked. So since I could not install new tires on a cracked wheel I asked them to cancel the tire order that was placed not 10 minutes before, since I had to order a new wheel from the dealer. I asked them if they had to refund the order and they said "don't worry it did not go through. Well, it did. And now they will not refund my money. For tires I have not received. The store will not do the refund either, they said I had to go through a national phone number to call which is impossible to get through to anyone, and they never called me back. I filed a dispute with my credit card company yet this business has declined to refund me the money. I DID NOT RECIEVE THESE TIRES< and should not have to pay for merchandise that was not received. $559.34.
Business Response
Date: 11/08/2022
This letter is in response to the complaint from ******* ******, #********.            We here at
customer service apologize that the store did not proceed to handle the refund
request of the tires that Mr. ****** did not receive due to his rim.   This refund has been processed here at
customer service as of November 7, 2022 and was refunded back to the **** That
Mr. ****** paid the invoice with.   This
should reflect to that **** card within the next 3-5 business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 11/09/2022
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.

Thank you.

Regards,

******* ******
Initial Complaint
Date:11/03/2022
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.
We had new tires put on our 2014 ******** on 9/16/22. Upon initial inspection when I returned home I found that one wheel was damaged with gouges and chips which were not previously present. Although 8 years old the car has under 60k and these wheels are only used in the summer so they were nearly perfect previously.

I called and spoke with Doug, the manager, who apologized and assured me it would be replaced. We returned for photos and were told that corporate would be in touch within a week. After not hearing we called back nearly ever week over the next six weeks and were each time told we had to wait for corporate. Finally after asking to speak with corporate I was given their number but no other details or records that a claim had been submitted. I called that number and left several messages with no reply.
Business Response
Date: 11/08/2022
This letter is in response to the complaint from **** *******, #********. I apologize
that the store had not followed through with submitting the claim as they
should to us here at corporate. I have
forwarded Mr. *******’s information over to our risk management department in
order for them to research this matter further and should be in contact with
Mr. ******* as soon as possible to address the matter.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:11/01/2022
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.
My name is ****** *******. On 09/22/2022, ******** **** ****** ***** ******* ** *** *** *** **** ******* **** conducted a vehicle inspection of my 2007 **** ***** Pickup Truck, License Number *******. During this inspection, ******** **** ****** **** employee* *** *****, found the following issues- right rear tire is flat, vehicle has no power steering, coil spring is broken, needs new strut and coil assys, Repair Tire Both Fronts Are Bald, Replace Both Power Steering Lines, Replace Both Front Struts And Align, Replace Left Front Lower Ball Joint, Both Exhaust Manifolds Are Leaking Oil, Dipstick Is Frozen In It’s Tube. These problems should have already corrected by Monro Muffler/Brake & Service, located at 2400 West State Route 18 Tiffin, Ohio 44883, and the manager of Monro Muffler made it very clear to me that of the issues listed by ******** **** ****** **** were corrected. I have spent thousands of dollars at Monro Muffler, and as a customer of Monro Muffler, for multiple years, it seems like everything I paid for didn’t correct anything with my truck, and only left my truck inoperable and dangerous to drive.

Below are the issues ******** **** ****** **** listed, and the corresponding action Monro Muffler took before the inspection to “correct” the problem:
Right Rear Tire Is Flat:
***** **** *** Tire Size: 275/65R18 Speed Rating: T Ply: 04, Load Range: B Sidewall: OWL Load Index: 116, Mileage Warranty: 60000. $182.99
Road Hazard Coverage $29.26
DOT Numbers: Manufactured Date 15th Week of 2018.
Vehicle Has No Power Steering. Both Pressure And Return Lines Are Leaking:
Monroe Muffler/ Brake & Service 08/03/2021 64265 Rack & Pinion $409.70, $275.00 Labor, Total= $684.70. Monro manager stated that my power steering was fixed. I still have to dump a whole bottle of power steering fluid in my trucks compartment to drive anywhere.
Coil Spring Is Broken:…
*This is not my full complaint, as I ran out of characters on the BBB website.
Business Response
Date: 11/08/2022
            Unfortunately,
the complaint Mr. ******* has submitted is not enough information for us to conclude
on how to proceed with this matter.   I
would ask that Mr. ******* contact customer service for further assistance with
this matter.   The number is
###-###-####. Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Business Response
Date: 11/16/2022
This letter is in response to the complaint from ****** *******, #********.            To assist
further we would need a written estimate of the concerns that Mr. ******* is
having with his vehicle and what it will cost to fix the vehicle at this time.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Customer Answer
Date: 11/16/2022
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 have attached a quote. ******** **** ****** **** has written down an estimate of $2545.00 ******** **** ****** **** verbally told me that they forgot to include the strut and coil assys quote, which would be estimated to cost at least $1000.00. The $1000 estimate for new strut and coil assys. does not include labor, so that would also need to be factored into the cost of repairs. Therefore, the total amount I am requesting is $4000, plus a tow charge of around $250, which would equal $4,250.00. That would satisfy my complaint.
Regards,

****** *******
Initial Complaint
Date:11/01/2022
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.
Date of Transaction: 10/14/2022

Monro personnel insisted that my vehicle required brakes AND rotors all the way around (4).
My vehicle had LESS than 21,000 miles on it at the time of service.

Vehicle manufacturer (****** - 2019 *********) states that rotors typically required between 30,000 - 70,000 miles depending on driving habits.

Questioned Monro about this manufacturer statement - Monro personnel disagreed - stated that they are needed at 20,000 - again, I do not believe this to be true.

When notified that service had been completed on my vehicle, I requested they provide the old parts to me.
First I was told parts were thrown away - I said impossible the work had just been completed Monro stated that the scrap pickup had just occurred - in which I replied "how convenient" and hung up.
Monro called back within 5 minutes stating they "found" my parts. When I got to the shop I was shown some extremely rusted rotors that were pitted and cracked - and I do not believe for one second that they actually belonged to my vehicle. I notice on my receipt it states "customer wishes to discard old parts" - again, I NEVER SAID THAT.

I believe whole-heartedly that my vehicle did not require rotors and I am questioning if they new rotors were actually installed on my vehicle.
Did they charge me for rotors that were never installed?
Did they charge me for rotors that were not needed?
Total charge (including brakes, pads, rotors, and oil change) = $1,111.38

I do not contest the brakes - IF THEY WERE NEEDED
I do not contest the oil change
Were rotors actually needed for my vehicle?
Were four (4) brand new rotors installed on my vehicle?
Were brand new brakes installed on my car (all tires)?
Business Response
Date: 11/08/2022
This letter is in response to the complaint from ******** ******, #********.            I have
reviewed Ms. ******’s complaint with our director here at customer service we agree
that the shop should not have charged for the brakes to be done on Ms. ******’s
vehicle due to the low mileage and that it is a 2019 vehicle.   I have processed a refund in the amount of
the brake work that was charged.   $1,018.95
will be credited back to the **** Card the invoice was paid with. This was processed out of our office on
November 4, 2022 and should be visible within 3-5 business days from the
process date.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 11/09/2022
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.

Regards,

******** ******
Initial Complaint
Date:10/28/2022
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 took my car in to get a routine oil change. My car had no previous issues. The tech came out 5 minutes later telling me that I had a coolant leak and the hose exploded all over him. My car was NOT leaking anything and did not overheat. He is telling me its the upper radiator hose, then saying its the lower and couldn't make up his mind. He then quoted me a price of $465.00. For a hose and labor I asked? I called **** while I was there and asked how much the part was and he said it was $35.00. I asked the tech if I can walk across the street to ****, purchase the hose and pay Monroe to put it in. He said no. **** walks in with the exact part that cost $35.00 and Monroe was going to charge me $185.00 ( for a 35.00 part ). I can see the mark up 50 or 60 % but this was well over 100%. Seems really suspicious. I asked him if I can drive my car home and have my husband do it and he said no I cant drive it. I was driving it all weekend with no problems. He must have squeezed the hose for it to break. I was having an oil change done, nothing else. Price gouging of this nature should be
illegal. I think consumers should be aware of much they are being taken advantage of.
Business Response
Date: 11/03/2022

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

I have reviewed
the complaint from the guest regarding the service that was done on their **** ****** **** on October 9, 2022. The
guest has not been in contact with us here at guest services regarding the
matter however reviewing the invoice with my director we have determined that
we will be refunding the Visa card that was used to pay for the invoice will be
refunded in the amount of $374.86. This
will be refunded today November 3, 2022 and should reflect within the next 3-5
business days.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Initial Complaint
Date:10/27/2022
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 schedule my appointment online 4 to 5 days before getting service done on 10/12/22. When I left my car, they called saying they don't have the tires I needed. They then tried to up sale me tires for 200.00 dollars more then I original order for my car. The tires wouldn't be in the store until the next day. I found cheaper tires online for 411.92 dollars. But, they told me once I have them install it will be even more from 411.92 to 484.03 dollars. The reason sales person gave me was because, he had to get them from their provider. So there would be additional $15.00 per tire. There website says 411.92 dollars. I also, wanted to keep my back 2 tires and the shop took them and then charged me the additional disposal fee on top.
Business Response
Date: 10/27/2022
This letter is in response to the complaint from ******** ******, #********.            Mr. ******
contacted us here at customer service on October 26, 2022 and we have filed a
complaint regarding his experience so that this can be addressed with the higher
level of management that oversee the Cicero location.   The representative that took the complaint
offered a service certificate in the amount of $50 that Mr. ****** can use at any
one of our locations for any service and it is good for up to a year.   Mr. ****** accepted this. I am also processing a refund in the amount
of the overcharge that Mr. ****** paid on his tires.   The refund is in the amount of $39.96 and
will be credited back to the **** Card used for payment.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 10/28/2022
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:10/26/2022
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.
Not even a year ago my ex husband and I paid thousands of dollars to put a engine into my sons 1999 ***** **** truck. Mr Tire Owego NY at the time had a manager named Tim. Tim and his crew had the truck for a few weeks, then put the engine in the truck. Not even a darn day after my son got the truck back, we noticed it leaking oil. It’s all over our driveways!!! Unfortunately, we had family emergencies going on at this time, so the truck had to wait a few weeks before it could be taken back to Mr Tire. In that time frame, Mr tire had a whole new crew!!! Very shady I might say !
My son dropped his truck off to Mr tire and these people kept my sons truck parked outside in front of the store for 3 weeks!!! I would drive by several times a week running errand etc, so I noticed the truck had never moved.
We called to find out what the heck is going on and they said they hadn’t gotten to it yet. ARE U KIDDING ME! at this point my ex husband had filed a complaint with the proper authorities and a few days after, he received a call stating that the truck had a engine seal leak, that whomever had installed the new engine put the seal in incorrectly.!! Ok, so Mr tire said they fixed the seal! NOPE AND ENGINE LIGHT STILL ON!!!
Till this day the truck STILL LEAKS OIL!! I have contacted corporate , the actual store and my ex husband had contacted NY authorities about this nonsense. Nothing is being done to fix this! Not to mention the damn engine light has been on since my son got his truck back from mr tire. I’m so disappointed and disgusted at this point that I’m willing to contact the media about this place. I want a corporate supervisor to contact me immediately about this situation! My son is dumping money into this truck to keep replacing oil that shouldn’t be LEAKING IN THE FIRST PLACE! This needs to be fixed once and for all or I’m contacting the Attorney General and other contacts that will take these matters seriously!
Business Response
Date: 10/27/2022
This letter is in response to the complaint from ******** ******, #********.            I apologize
that Ms. ****** and her son are having an issue with the services that were
provided by our Mr. Tire location in Owego.   For me to be of assistance in this matter I would need further
information regarding who’s name the invoice would be under for the engine and
If Ms. ****** has taken the vehicle to another shop to have the check engine
light diagnosed.   Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 10/27/2022
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,

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

The invoice was either under **** ****** or ******* ******. We have not brought the truck anywhere else other than MR tire Owego. Still waiting for them to fix the leak.
Initial Complaint
Date:10/24/2022
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.
During my over two hour wait for a simple oil change and inspection, the store manager provided a can of beer to a noticeably frazzled customer that just confessed they had another five hours hauling a FORTY FOOT CAMPER with “brake issues”.

When finally asked what the hold up was with my vehicle I was told they are unable to locate an oil filter. I would have been ok with a simple explanation / apology and rescheduled the oil change when I returned an hour and fifteen minutes earlier.

Instead I was left sitting in the waiting area without explanation for another hour and when confronted I was then berated, harassed and charged for services that were not performed simply because someone dropped my oil and did not call around for an oil filter until after their primary parts supplier closed on Saturday (an hour after my arrival).

When asked why my oil was dropped without a filter present, the individual in charge became enraged and proceeded to swear/spit/yell and tell me they are going to put the old oil filter back on and charge me for the entire oil change including the oil filter that was never replaced.

While being told to bring my vehicle in "right away" only to have over two hours of my time wasted was a drag, of greater concern is the inherent danger of serving alcohol to a customer that is admittedly hauling a forty foot camper with brake issues for another 200+ miles.

Lastly, and without provocation lewd references were made about my wife during one of the outbursts.
Business Response
Date: 10/25/2022
This letter is in response to the complaint from ***** *******, #********. I apologize
that Mr. ******* did not have a better experience at our location. Unfortunately, the store did not have the oil
filter for Mr. *******’s vehicle, and therefore they ended up having to order
it. They did offer the guest that came in from having brake
issues a Pepsi that they had back in a mini fridge in the back. There was a verbal exchange of words between
Mr. ******* & store personnel, that issue will be addressed here at a
corporate level.Due to the shop not being able to finish the oil
change I will be refunding the $83.26 that Mr. ******* paid for the oil change
to be done.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:10/21/2022
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.
I had struts put on my automobile by Mr Tire. From the beginning I return twice within the time frame I told them something was wrong with the struts. They were making a lout noise that would come and go. Each time I was told nothing was wrong. I could not force them to replace the struts. Time elapsed the noise was so unbearable until I had the struts replaced at another shop. My car is fine now no noise. In close is the invoice from Mr Tire and ************* I'm and 87 year senior on fixed income. I feel that I should be reimbust by Mr Tire for the price of the struts.
Business Response
Date: 10/25/2022

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

            I was able
to pull Mr. ******** invoices and the last invoice that I see for Mr. ********
is his visit on September 22, 2021.   Unfortunately,
our Struts only care a one year warranty on the labor part of the services and
90-days on our alignments.   Therefore, I
would only be able to offer a refund of the struts needing to be replaced at
the outside shop in the amount of $341.84 plus tax.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Customer Answer
Date: 11/10/2022
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.

Consumer called BBB and said that he accepts the offer of $341.84 + tax.

Regards,

****** ********
Business Response
Date: 11/10/2022
This letter is in response to the complaint from ****** ********, #********.            I am
processing the refund in the amount of $365.77. This will be sent out via a check to the address Mr. ******** has
provided here to the BBB. This check
will be mailed out on Monday November 14, 2022 and we usually ask that customers
give it 7-10 business days to arrive.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:10/17/2022
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.
On October 3 2022 I took my ***** *** to Monroe to have shocks/struts and a strut bar installed on my car. I purchased the items separately and was looking for Monroe to install the items. Upon picking up my car I noticed the hood was bent on the passenger side from the associate trying to install the strut bar. I also noticed the body of the car under the doors on both sides where dented. Also, the shocks are making a rattling sound as if they were not installed correctly. I paid $865.69 to Monroe for these services.

When I went to the shop on Saturday 10/15 the associates that were present at the time acknowledged the associate who worked on my car made many mistakes and caused the dents in my car. They instructed me to come back on Monday 10/17 and speak to the owner. I went back today and the owner was not present. The associate who worked/damaged my car was present and took no responsibility. His name is Jacob B****** Jr

I am looking for Monroe to take responsibility and fix the dents in my car. I am also looking for a full refund. I am asking for the BBB help in doing so.

I have contacted the corporate office and am waiting for a call back.
Business Response
Date: 10/18/2022

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

            Mr. *******
spoke with our customer service department on October 17, 2022, regarding the
damages that were done to his vehicle during service on October 4, 2022. The information has been given to our risk
management department who will follow up with Mr. ******* regarding the damage
that was done to his vehicle.   I would
not be able to offer a refund for the services that were completed on Mr.
*******’s vehicle due to the services being performed and no evidence has been
provided showing that there was a concern with said services.   If Mr. ******* has a concern with the
services that were provided on October 4, 2022, we would need documentation
showing that Mr. ******* had to have the services redone on his vehicle and we
can review it at that time for a refund.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Customer Answer
Date: 10/21/2022
Better Business Bureau:

I wanted to provide an update on the refund request. I took the vehicle to an expert yesterday who indicated the installation of the shocks were done correctly. The shock was defective when installed. I am no longer seeking a refund from Monroe for the services. I am asking that the damage to my car is fixed. I took the car to ****** ***** shop in East Haven to get an estimate and they advised to have Monroe provide a claim number before he would give an estimate.

Regards,

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

Business Response
Date: 10/25/2022
This letter is in response to the complaint from ***** *******, #********.            Mr. *******’s
case has been handed over to our risk management department due to the claim of
damage to the vehicle.   Our risk management
department will be in Contact with Mr. ******* as soon as possible to discuss
the further steps that are needed to proceed with this case.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

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Monro, Inc. is NOT a BBB Accredited Business.