Business Profile

Auto Repairs

Monro, Inc.

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Complaints

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

Customer Complaints Summary

895 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:08/31/2022
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.
I purchased new tires from Tire Choice at 22923 Sandalfoot Plaza Drive, Boca Raton, FL 33428 on 8/27/22 under estimate # ******. After I paid, they provided me a receipt which says on it "This is NOT an invoice or final receipt. It's an estimate showing you made a deposit. A final invoice is required for all warranties." I have contacted them and they have not provided me a final invoice showing I paid.
Business Response
Date: 08/31/2022
This letter is in response to the complaint from ***** ****,
#********. We
apologize that the shop did not provide Mr. **** with an invoice at the time of
service. I have attached one here to
the complaint and when I spoke with the shop, they had sent one out to Mr. ****
as well.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:08/30/2022
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 drove a 2005 **** ***** to Mr. Tire to have it serviced. It needed spark plugs & a couple belts replaced. This truck only has 70,000 miles on it & had never had those items replaced. I was told that the truck would be ready for pick up the next day. When I called to see if I could get the truck they told me they had broken two of the spark plugs and would need to acquire a special tool to remove them completely. After 3 days they contacted me to say they could not continue to work on the truck. I had to tow it at my own expense to another shop to have it looked at. The new shop advised me after assessing the situation, that it could cost me up to $10,000 now to fix my truck. The heads may be damaged & the truck may need a new motor as a result. They do not want to proceed, and I will once again have to tow the truck away.
Mr. Tire was negligent & now will not call me back or contact me to help me. They state on their website that they guarantee their work. This is false advertisement.
Business Response
Date: 08/31/2022

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

            I see that Ms.
**** spoke with my office on August 29, 2022, regarding her concern and the
representative tried to reach out to the shop regarding the matter and was
unsuccessful.   However, on August 31, 2022,
Ms. **** called us back and we were able to reach the shop.   The representative sent Ms. ****’s information
over to our risk management department for our insurance company to get
involved due to Ms. **** claiming we damaged the engine.   ********* will be in contact with Ms. ****
as soon as possible to get the ball rolling on this claim.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Customer Answer
Date: 09/01/2022
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,

***** **** However, I have not herard from them yet.
Initial Complaint
Date:08/29/2022
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.
Approximately 3 mth ago I went in and had my a/c fixed costing more than $1200.00 now it is again having to be repaired and will be getting charged more. Because a bracket was not installed to keep a/c line from fibrating causing the line to break. Thus bracket should have been installed the first time.
Business Response
Date: 08/31/2022

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

I apologize
that Mr. ***** has had this experience with our service. I would ask that Mr. ***** please provide
documentation from where he has had the vehicle repaired and I will be able to
review it at that time to have a resolution to this concern.

Thank you for your time,

Theresa G*******
Guest Services Manager
Monro Inc.
Initial Complaint
Date:08/29/2022
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.
08/22/22 took my car in for oil change see attached invoice
Invoice # ****** Mr Tire Store # 721 Columbia MD 21045
Paid regular fee for oil change $ 87.89
They were supposed to change my oil top off all fluids and return car same day. see attached invoice
When my car was done and I drove home, I was almost home and my car started to rattle and smoke and stalled out.
I called Mr Tire immediately and they were very defensive and demanding that if I “thought” it was their fault I should have the car towed to them.
I had the car towed immediately. I tried to call the corporate office got the run around for days. The manager said he would have an engine specialist look at my vehicle. I ask for a report and he told me there was no report because it was just a friend of his looking at his car. He would not give me a name or report. This is now Thursday 08/25/22. Still no report or name.
Now the manager is saying could possibly be a faulty filter because his friend (engine specialist.) didn’t know. They are now Friday 08/26/22 calling in a claim. (Manager of the store) to see if it was their fault.
I have pictures of food and oil all over my engine windshield and the battery box open. None of the fluids were topped off and the paperwork filled out the information was all wrong. Mileage - address - next inspect due date
Finally 08/29/22 Corporate called and they are saying they will send paperwork for a claim and fix it IF they are wrong and pay for a rental only after the fact if they find out if it was in fact their fault. Their was nothing wrong with my car when I took it in.
This business mistake has affected me both practically and emotionally, as well as financially. I would like fair compensation for distress, inconvenience, pain and suffering during this time for not having a vehicle for me and my son due to the fact that I am a single father.
Business Response
Date: 08/31/2022
This letter is in response to the complaint from ***** ********, #********.            I apologize
that Mr. ******** has had this experience with the service that our shop has
provided. I have confirmed that Mr.
********’s case is currently in the hands of our insurance company
unfortunately there is nothing I am able to do regarding Mr. ********’s
complaint except apologize that this has occurred. Our insurance company will decide regarding
fault on the damages to the vehicle and their findings can not be turned by us
here at customer service.   I will direct
Mr. ******** to reach out to the ********* agent that is handling Mr. ********’s
case if he has further questions.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Customer Answer
Date: 09/01/2022
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 contacted ********* and they are taking way to long this is going on two weeks of not having a vehicle. This is unacceptable. I am reaching out to you for help or assistance to guide me in a direction of help. This company has done things wrong from the beginning.I would like this to go to the top of the Monro and have them review this not someone from customer service.
Regards,

***** ********
Business Response
Date: 09/01/2022
This letter is in response to the complaint from ***** ********, #********.            Our
insurance company will decide regarding fault on the damages to the vehicle and
their findings can not be turned by us here at customer service.   I will direct Mr. ******** to reach out to
the ********* agent that is handling Mr. ********’s case if he has further
questions. There is no one here at
corporate that would be able to assist Mr. ********’s case. This is in the hands of the insurance company
at this time Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:08/29/2022
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.
On Saturday, 8/27/22, I brought my 2013 ****** ***** in for a basic oil change and a New York State Inspection. Upon check in, I explained I wanted conventional oil and the gentleman had to "look this up" and explained, "No, we cannot do that", I pushed back and explained that he was incorrect and I will take my car elsewhere. He quickly "found" a spot on the screen and corrects himself, "Oh, it does say we can....". I left my car in possession of the company and came back to check on it. I was advised approximately 1.5 hours after my appointment time that my rotors "were falling apart" and that my rear brakes/calipers were "seized". At this time they explained they would not pass my car for inspection. Brake pads were no where close to metal on metal. They then wanted to upsell me a brake job for $139.00 and still says it would not pass because of the rotor and then would additionally cost me money. I said absolutely not, please fail the car on the inspection.

I immediately called my brother who was a former NYS Inspector and he said to take it for a second opinion because that seems to be incorrect due to the last replacement of such parts. I then took the car, the next day, to ***** Tire. I explained the situation that I was there for a second opinion due to the brakes issue. ***** took great care of me and explained that there was ABSOLUTELY no reason why my ***** should have failed inspection. The brakes were not seized at all, his mechanic had no issue performing the inspection. He verified that the car needs some work, but in no way, shape or form, should that have caused the failure of NYS Inspection by Monro Muffler in Hyde Park. I was advised by several people to report this formally for exposure and a refund of $21 for the sheer point of the issue.
Business Response
Date: 08/30/2022
This letter is in response to the complaint from Jennifer
******, #********.            First and foremost,
I apologize that the shop inspected the vehicle finding issues that cause it to
fail.   I did review the documentation
that Ms. ****** has provided, and I will be refunding the $21 that Ms. ******
paid our shop for the failed inspection.   This is being refunded back to the **** Card that the invoice was paid
with on August 31, 2022, and should be reflected on the card within 3-5
business days.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:08/26/2022
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.
Around July my 2012 **** ** was being worked out for a Ac compressor..Well they made me pay 1500 for the job and my AC doesn’t work ..They tried multiple times to fix it but didn’t …I am asking for you guys to please get my money back for me in full service thanks
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ***** *****,
#********.            I would ask
that Mr. ***** take the vehicle to a mechanic of his choosing and get an
estimate of what is wrong with the AC system at this time and I will be able to
review it further at that time for a resolution to this matter.    I was able to find the invoice for service
on Mr. *****’s 2012 **** ** Premium on July 2, 2022.   Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:08/26/2022
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.
I had my 2010 ********* ********* ****** repaired on a few occasions at the Monro Muffler located at 1745 Western Ave, Guilderland, NY 12203.
They had replaced the catalytic converter and exhaust manifolds. Both of these repairs have failed. My truck is at the ********* dealership needing both of these repairs. I am asking for a refund of $3,550 from Monro so I can have the dealership make these repairs the proper way.
My truck was repaired by Monro 6-7 months ago and continued to have issues with the check engine light showing a code P420 for a bad catalytic converter and exhaust manifold in which Monro said was not a problem. However, it is a problem as it needs to be repaired right away in order to make this truck drivable again.
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ******* *********, #********.            I have
reviewed the documentation that Mr. ********* has provided regarding his 2010
********* ********* HD and I was able to pull invoices of previous work done on
Mr. *********’s Truck and I would not be able to refund the amount that Mr.
********* is looking for.   What we would
be able to do on our end is refund Mr. ********* the amount of the Catalytic
Converter that Mr. ********* had installed on his vehicle on July 20, 2021 Due
to the part having a lifetime warranty.   The total of this refund will be $971.99.   This will be mailed out as a check to the
address that Mr. ********* has provided here with the BBB.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 09/04/2022
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:08/25/2022
Type:Sales and Advertising 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 went in on today for a flat tire repair but ended up being informed that not only was the tire non-repairable but I needed two new tires. I was overcharged for the tires and it may have been because I am an inexperienced female. I want the amount I was overcharged refunded to me. The mechanic also did not offer to put on my spare tire so I could have the option of driving somewhere else. They manipulated and pushed me into a situation where I would up buying two new tires even though I only needed one.
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ****** *******, #********. I apologize
that Ms. ******* feels that she was pressured into purchasing two tires and
that she feels that the price of said tires was overcharged to her. We do not have pricing for service or items
here at customer service. We do offer a 30-day
price match for our services. I do not see that Ms. ******* has called our
office here at customer service If Ms. ******* would like she can contact us at
###-###-#### and the representatives can assist with the price
match for the tires Ms. ******* purchased. Also, it is recommended that when replacing a tire on a vehicle that you
purchase two tires for the tread depth and design are the same on the same axel.*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
differenceThank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:08/25/2022
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 ****** ****** took my van to Monro to have a hose replaced that was leaking in the back of the engine near the fire wall.
I spoke to him about my sister who was dying of cancer so I wanted to be with her. David D***** said he would put in the hose and just charge me labor ($175.00) David D***** left the shop to get the part need the hose but came back iwth a T and rigged it so I could go and see my sister. On Aug 2, when I stopped by a friends house saw I was leaking coolant out of the front of my van on the drivers side, then I took my van down to ****** garage in Franklin on Aug 3, 2022. This is how I found out my radiator had blown, split open. David D***** said he would give me a deal on fixing, getting a new radiator plus the hose that he put in in the first place. The T should not have been put in at all, the pressure was too much.
(The van will be fixed on the 17th of Aug, 2022).
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ****** ******, #********.            I have the
invoice for when Ms. ****** brought in her 2010 ******** **** *** ******* in
for a coolant leak, I would ask that Ms. ****** provide the invoice from where
she had the vehicle repaired after we did service, and I will be able to review
it at that time for a resolution. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 09/26/2022
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 sent the attached fax to represent her position.

Regards,

****** ******
Business Response
Date: 09/28/2022
This letter is in response to the complaint from ****** ******, #********.            I spoke
with our shop as well as reviewed the documentation that Ms. ****** has
provided and there is nothing, I would be able to do regarding the services that
Ms. ****** needed on her vehicle because it overheated.   Our shop let Ms. ****** know that the
service we were doing on her vehicle were only a temporary hold so that she
could finish her travels and get to where she was going this was not meant to
be a permanent fix for the vehicle.   We
would be unable to take further action.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:08/23/2022
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.
Hi My name is ***** ******* I would like to see if you could help me with this situation.
Took my car to our local Tire Choice Service Center and they destroyed my car. I had gone to get my two rear tires replaced and was told the hub needed to be replaced. While replacing the hub they manage to damage the axle. They had told us they would pay for a new axle yet, failed to order the right one. Instead they decide to “re-threaded” the axle they had damaged (without approval from me). Then, they decide to put the axle they broke and “rethreaded” back on the car and take it on a test drive. On this test drive (that they also failed to mention to us) the car fell to the ground. One of the rear wheels came off the car and because of this the rear bumper, axle, hub, barring, and many more things were now ruined. The car was left on the side of the road with caution tape for who knows how long. The tire choice was not the one who informed me, however, a family friend noticed the car and called to ask what had happened. Upon receiving this phone call, I was beyond confused as to why my car was on the side of the road and why no one had called to let me know. When I arrived at the scene, I had also noticed that the other rear tire that was still on the car was missing lug nuts, which means this tire could’ve came off too. It’s been a nightmare dealing with this company and their insurance. Just thought everome should be aware of this location . I have also posted on the Avalon Park voice and there has been numerous issues with other customers. Anything you can do to help us will be greatly appreciated. — at Tire Choice Auto Service Centers (333 S. Avalon Park Blvd., Orlando, FL).
Business Response
Date: 08/31/2022
This letter is in response to the complaint from ***** *******, #********.            I apologize
that Mr. ******* has had this experience with the service that our shop has
provided. I have confirmed that Mr. *******’s
case is currently in the hands of our insurance company unfortunately there is
nothing I am able to do regarding Mr. *******’s complaint except apologize that
this has occurred. Our insurance company
will decide regarding fault on the damages to the vehicle and their findings
can not be turned by us here at customer service.   I will direct Mr. ******* to reach out to
the ********* agent that is handling his case if he has further questions.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Customer Answer
Date: 09/01/2022
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 made numerous attempts to contact them regarding damages the passenger side of the vehicle and they will not return my calls. ********* insurance is refusing to pay for the damage cause by the inexperienced technicians on the passenger side.All I’m asking is for my vehicle to return to me the same way it was left at their facility.

Regards,

***** *******
Business Response
Date: 09/01/2022
This letter is in response to the complaint from ***** *******, #********.            Our
insurance company will decide regarding fault on the damages to the vehicle and
their findings can not be turned by us here at customer service.   I will direct Mr. ******* to reach out to
the ********* agent that is handling his case if he has further questions. If Mr. ******* is unable to get in contact
with the agent, he would need to escalate it to the supervisor of
*********.   There is nothing further we
can do here at corporate regarding the matter.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

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Monro, Inc. is NOT a BBB Accredited Business.