Complaints

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

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• 

  Monro, Inc.

  295 Woodcliff Lane Fairport, NY 14450

• 

  Monro, Inc.

  4731 Onondaga BLVD Syracuse, NY 13219

• 

  Monro, Inc.

  3384 Delaware Ave Kenmore, NY 14217

• 

  Monro, Inc.

  7225 Pittsford Palmyra Rd. Fairport, NY 14450

• 

  Monro, Inc.

  1860 Stone Rd. Rochester, NY 14615

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

• Initial Complaint

  Date:08/23/2022

  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 had scheduled an appointment online through Monroe tire website for 4 new tires and chose the basic install tire package which is 19.99 per tire. My wife was the one who took the car for the appointment and when she got there, she called me to say that the bill was 50 dollars more than what the online estimate was. I immediately called the Monroe store and spoke with the manager who stated that the extra fees are for labor and balancing. I said that those fees were supposed to be included in the 19.99 basic install tire package per tire. The manager then said that if I didn’t like there fees that I could take my business elsewhere and that they just got done explaining the extra fees to my wife. I then tried again to explain that I wanted the basic install tire package that was 19.99 per tire that was in my online appointment that I made. I even forwarded the online quote email to my wife. She showed them the quote I sent and said that was just a quote. My wife was getting upset and felt pressured to just agree to the price so we could get the tires installed for our trip we had planned the next day. I could hear my wife in the background telling me to hang up and to forget about explaining it to the manager. When my wife got home the receipt shows that they charged us the lifetime install package for 30.99 per tire. That tire package is not the one that was in the online quote and not the one that I had selected, nor was it the one I was trying to explain to the manager when I called. I would like to have the difference of 47.96 refunded back to my credit card that we used to pay this bill and the difference that was charged in tax as well. The store is Monroe brake and tire #**** repair shop#******* repair#******* Binghamton ny
  The receipt says guest id# ********** estimate #***** invoice#*****

  Business Response

  Date: 08/25/2022

  This letter is in response to the complaint from ****** ****** #********.            I apologize
  that Mr. and Mrs. have been treated this way at one of our
  locations.  This is now how we expect our
  employees to treat customers that come into any of our locations for
  service.   Our shops should be honoring
  an online price especially one that is found on our website even if the website
  has the incorrect information on it.   This is not something that we should be holding against a customer.   I have processed a refund in the amount of
  the overcharge.  The total of the overcharge
  is $47.52.   This will be credited to Mr.
  ****** **** Card that he paid with and he should see this credit within the
  next 3-5 Business Days.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:08/23/2022

  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.

  Received via BBB Staff Email
  
  I was given this email to file a complaint as the website was not allowing me to complete the complaint yesterday. I am hoping for a response as it is urgent. Below is the complaint regarding TireChoice on Front St. Berea Oh 44017.
  
  have had very poor service from TireChoice repair shop in Berea, Ohio. We have a 2012 ***** ***** that our
  son was taking to college out of state. We brought it in for an overall check before he returns to school. We had previously taken it to this shop last fall when, every few months, the car would sometimes
  not turn over right away. At that time, tire choice indicated it was a starter motor that needed replacement. They did that.The car has been driven very infrequently since then but, my son had the same problem a couple of weeks ago. We Told tire choice that they had replaced the starter motor last fall but that, every few months, the same thing was happening. They first said they couldn't find the problem and then, 20 minutes later they called to tell me we had a bad alternator. They said they were
  going to replace the alternator and that we could use an aftermarket part that would be less costly. We agreed to that & they said it would be ready the next day. We picked up the car on August 12, drove it away and the battery light came on. we brought it back to them. They kept it for the day and indicated that they couldn't find anything wrong except that it needed a software update from *****. They indicated that that should fix the problem. We picked the car up and took it to *****.
  ***** diagnosed the problem and indicated that the alternator that TireChoice put in was defective. They also
  indicated that the battery sensor needed replacing. Finally they mentioned a wad of some thing that was holding some wire together. We returned the car to tire choice that same day and explained what ***** had told us and showed them the paperwork. They were very happy to get the ***** paperwork and indicated that they would look at the car again to replace the bad alternator that they had installed even though they told me previously, tbat the alternator they installed was fine. They
  argued with me about the battery sensor and said the battery was fine for them but they would look at it. And at this point, it had been over a week since we brought the car in. We explained again that we would need the car as my son was heading back to school with it on Friday 8/19/22. They seemed confused by the problem. The mechanic indicated that he had a 2012 ***** ***** and he was going to
  take the alternator out of his car and see if it worked in our car and,if it did, that would indicate to him that it was a bad alternator. We called back at the end of the day and The manager spoke to us and indicated that the mechanic’s alternator from his ***** ***** did work in our car so they knew that it was the alternator that needed replacing since they had put the bad one in initially. They indicated that it would need to be a ***** alternator as an
  aftermarket alternator would not work, despite the fact that they had already put in an aftermarket alternator. We have already paid $1500 for the work
  that they did with the alternator and also new brakes. They indicated we would be charged $400 more ( initially they said it would be over $600 more but we complained & they lowered it) because the ***** alternator would cost them more money. They also said that they could not get a ***** alternator anywhere in the
  state but they would put a rush on it and it would be there on Saturday. This left us having to drive my son to his school without a car out of state where he's living off campus and needs a car for
  transportation. When we called back after again, hearing nothing from tirechoice On Saturday, 8/20/22, the mechanic indicated that they still had not gotten the part from ***** yet. We called back again
  Monday, 8/22/ 22, after not hearing from them, & they indicated that they still did not have the alternator from *****. This is totally unacceptable to us! They have had our car for almost 2 weeks!! We gave them
  a car that was essentially working fine and they gave us back a car with all kinds of problems that we are now continuing to deal with with them. We have already been charged $1500 and we are quite concerned about what this is doing to our car to keep having alternators moved in and out of it. This is completely unacceptable and if we are not going get this resolved we will be heading to the Attorney General. The only acceptable solution I can think of at this time is
  for us not to be charged anything further past the $1500 in for your tire choice service center to pay for ***** to fix our car that TireChoice broke. I would appreciate an immediate response. Thank you for your help

  Business Response

  Date: 08/30/2022

  This letter is in response to the complaint from ****** ******-******, #********.            Ms.
  ******-****** brought her 2012 ***** ***** into the shop on August 12, 2022
  stating that the vehicle was having trouble starting the vehicle.  The shop recommended a starter however after
  further diagnosis of the vehicle it needed an alternator.  The shop ended up removing and installing the
  alternator four times due to it not correcting the vehicle.   When the guest was first informed that the
  vehicle would need an alternator, they were informed that there would be the
  option of the aftermarket alternator or a ***** specific part.  The guest chose to do the aftermarket
  alternator at a lower price however the after installing the part the shop
  found that the vehicle was still not running properly, they spent another 15
  hours trying to diagnose the vehicle.   The shop did not charge for the extra time that was spent on trying to
  diagnose the vehicle with the Master Mechanic and they recommended that the
  guest take the vehicle to an electrical specialist to have the vehicle
  diagnosed.            If Ms.
  ******-****** has taken the vehicle to an outside shop or dealer to have the
  vehicle repaired I would ask that the documentation be supplied regarding what
  the cost to fix the vehicle is and we can review that documentation at that
  time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 09/03/2022

  I reject the response from Munro Inc. dated 8/30/22.  It is neither accurate nor does it address the problems we have experienced with TireChoice. On 8/10/22, we brought our 2012 ***** ***** into TireChoice.  We informed TireChoice  that the vehicle occasionally had trouble turning over.  We reminded them that they previously replaced the starter motor in Oct 2021 when we brought it to them for the exact same problem. After some back and forth, they informed us that we needed a new alternator. At that time, they offered us the choice between an after market part or a ***** specific part. When we asked for their advice on whether a ***** part was necessary, they indicated that the after market part would work as well as the ***** part. We paid $506.20 for that part and $203 for service.   On 8/12/22, we picked up the vehicle after being told the work was completed and the car was running fine. Within 5 miles of driving the car, the check charging indicator came on the dashboard.  It is important to note that this indicator had never turned on prior to TireChoice working on the vehicle.  We returned the car to TireChoice immediately.  They stated that the car would need to be taken to a ***** dealership for a software update and that this would resolve the problem.  We followed the advice of TireChoice and brought the vehicle to a ***** dealer.  They performed the recommended update but, that did not change the status of the vehicle. We spent $145.97 for them to run diagnostics on the vehicle. Their report indicated that the newly replaced alternator was defective.  They also noted, that the reference plug that attached the alternator to the wiring harness had been broken and the alternator had been replaced by stuffing a wad of some material into that area in an attempt to secure it.  They expressed concern that this would eventually lead to failure but that it would be several hundred dollars to replace the wiring harness which would be the only way to rectify the problem. Because the defective piece and work was only days old and still under warrantee, we again returned to TireChoice.  TireChoice then, tried a second alternator, which they indicated also failed. They indicated confusion by this and stated that the technician was going to place the alternator from his own ***** ***** into our car and the after market alternator that they had put into our car, into his car.  He stated that the ***** alternator worked well in our vehicle but, that the after market alternator they had previously placed in our *****, failed in his *****. When this happened, they stated that the after market alternators were not compatible with the ***** and that we would need a genuine ***** alternator.  Since the original repair was under warrantee, but the ***** part would be more expensive, TireChoice indicated that we would be charged the difference.  We agreed to pay this difference minus the cost of the diagnostics that ***** charged us along with the cost of a complementary oil change which had been offered because of our inconvenience at approximately $60.  He agreed to provide these credits.After no word for days from TireChoice regarding when the work would be completed, on 8/23/22, we decided to pick up the car and take it to ***** to repair as, at this point, we had no reason to trust TireChoice’s service. However, when we arrived, they were test driving the car and we were  finally able to pick up the car for a second time. They indicated that we owed the difference of $424.29.  We expressed our surprise and skepticism that this was an accurate charge.  If so, the ***** part would have cost $424.29 + $506.20 that we had paid for the original part + $210 that was offered to us in credit due to the inconvenience and additional cost we had already incurred as a result of them having trouble fixing the problem correctly. If this was correct calculation, the ***** part would have cost $1140.49. When we brought this to the manager’s attention, his response was “Yep, that’s what they charge because they know their parts work”.  When we returned home, we noticed that the TireChoice documentation, listed the genuine ***** alternator as $639.28.  That prompted us to seek a price quote from a ***** dealership.  They indicated that they would sell us an original ***** alternator for $670.  This further substantiated that we were significantly over charged for a part that should have been under warrantee.  Monro Inc states that they put in 15 hours of labor to resolve the problem with our vehicle. The representative at the store we went to, stated that it was approximately 7 hours of labor.  Regardless, the number of hours is irrelevant because it was all labor under warrantee.  TireChoice also did not charge us for a battery sensor that they had installed when they agreed that the part was not necessary and had been replaced as a result of their misdiagnosis. Finally, while TireChoice paper work indicates that we declined old parts, we were, in fact, never offered that option.  This adds to our skepticism as to whether the alternator needed replacing at all. Additionally, we expect to be reimbursed  $501.21 representing the difference in what the ***** part actually cost and the amount that TireChoice indicated they had paid for it when they charged us for it. We would also like TireChoice to agree to the cost of replacing the wiring harness (reference plug) which was broken in their initial attempt to replace the alternator.

  Business Response

  Date: 09/16/2022

  This letter is in response to the complaint from ****** ******-******, #********.            After re-visiting
  this matter with our director, we would be willing to refund the difference in
  the price we charged for the ***** specific alternator and our cost for the
  part.   The difference in this pricing is
  $266.10 + tax = $287.39. Ms. ******-****** was informed that the aftermarket
  alternator may be an issue with the vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 09/24/2022

  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:08/22/2022

  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 July 22, 2022, Monro Auto Service at 1745 Western Ave. in Guilderland took possession of my 2005 ****** after it broke down when my son was driving it on Route 2 in Petersburgh NY. Since that time the staff at Monro has jerked us around on an almost daily basis, refusing to tell us when the work would be complete. We were given an estimate of $3500 initially to have head gasket replaced. Then they added $1000 to that estimate due to some problem with machine shop. We have no clue when the work is going to be done. We no longer trust them to fix the car in a timely way or even to know what they're doing with the car. My husband **** ******** and my son ****** ******** have called Monro dozens of times and we can't get any answers except it's almost done. We want the car returned to us so we can have a reputable mechanic where we live (Greenfield MA) take care of the problem/evaluate what was done to the car at Monro.

  Business Response

  Date: 08/25/2022

  This letter is in response to the complaint from **** ********, #********.            I spoke
  with the Guilderland location where Ms. ********’s son’s vehicle was being
  service and when her son broke down our shop determined that the vehicle needed
  an engine.   The guest decided to go with
  a rebuild of the engine rather than a replacement therefore the time to rebuild
  an engine takes about a month if not longer.   The shop has finished the rebuild of the engine and has returned the
  vehicle to Mr. ******** on August 24, 2022.  We apologize that Ms. ******** was not
  satisfied with the length of time that this service took.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:08/21/2022

  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.

  1. My oil changes at this location: 5/2003, 9/2003, 4/2004, 5/2012, 5/2013, 2/2014, 6/2015, 7/2016, 5/2017, 8/2017, 9/2018, 4/2019, 8/2020.
  2. Oil pan screw was found stripped during 7/2016 oil change. Screw was overly tightened during 6/2015 oil change.
  3. New oil pan screw (not original ****** ****** part) purchased by tech across street at *’****** Auto Parts, **** * ******** *** ****** for oil changes 7/2016, 5/2017, 9/2018, 4/2019. After each of these oil changes, there was oil leaking on my garage floor.
  4. I complained to manager about the oil on my garage floor at 5/2017, 8/2017, 9/2018, 4/2019, and 8/2020. Manager said 8/2020 he would get a plug that would solve problem. I asked if a washer would also be used.
  5. I discovered he used an over size plug that caused a severe oil leak, saturating cardboard and paper placed under the vehicle to soak up the oil. I added up to an additional quart of oil. As of this date, 8/21/2022, the oil is a quart low. I have stopped driving this ****** ****** because of the severe oil leak.
  6. Finally, on 8/19/22, I asked the Manager to fix the problem, i.e., a new oil pan. He assured me he was giving me the best possible price, $668, normally he said an “$1100 job”. But, he called the next day too add the part’s shipping and a new gasket, new price $721.65. He would not budge.
  7. A highly recommended shop gave me a bid of $800 before negotiation.
  8. Additionally, he would not admit the shop caused the problem, blaming the vehicle’s age and, in his estimation, oil changes every 3000 miles. I can verify the oil was changed an average of 5805 miles. There was never oil leaking until this business overly tightened the oil pan screw, causing it to strip when removed.

  Business Response

  Date: 08/22/2022

  This letter is in response to the complaint from **** *****,
  #********.            I was able
  to pull two invoices that we have for Ms. ***** due to us acquiring the
  location on November 17, 2019.   We do
  see that Ms. ***** had an oil change with the shop at **** ***** ******** ***** *** ******  Ms. ***** brought her 1996
  ****** ****** for an oil change on August 14, 2020, then again on August 21,
  2020.  On August 21, 2020, the shop did
  replace the oil drain plug for Ms. ***** for customer satisfaction.  I do not see that we have had Ms. *****’s ****** into our shop since August of 2020 and at that time the shop noted that the
  vehicle had 195,996 miles on it.   Unfortunately,
  we would not be taking responsibility for the oil pan that needs to be replaced
  on the vehicle due to the drain plug being removed from the oil pan as many
  times as it has since the first oil change on the vehicle this would be considered
  wear and tear that has caused the drain plug hole to wear out and in return the
  oil pan would need to be replaced.Thank you for your time,Theresa G*******Guest Services Manager Monro 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.
  
  I attached several copies of the invoice. Let me know if they were received. If you want to call ***** **** ******* **** ******* their phone number is ###-###-####. They “marveled at the condition” (other than the damage to the oil pan and oil filter not properly tightened) of my ****** ******.Sincerely,**** ******* *****
  
  Regards,
  
  **** *****

  Business Response

  Date: 09/28/2022

  This letter is in response to the complaint from **** *****,
  #********.            Thank you,
  Ms. *****, for providing the documentation from ***** ******* **** *******   I have forwarded the documentation over to
  our Risk management department for this to be investigated further due to Ms.
  ***** stating that the oil change that we performed in August of 2020 caused
  her oil pan to need replacing.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:08/19/2022

  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.

  Took my car into Tire Choice on June 4th for a grinding noise on my passenger side tire brake. The mechanic I did business with was Dustine H******. And he was filling in for his manager, Gary. And during the initial greeting Dustine informed me his name is DJ, he worked on my car and told me he'll contact me when it would be ready, and called me June 5th saying it was an alignment issue and additional parts would be necessary to complete the task, I agreed as long as the issue would be resolved. June 6tn he called me and said his work was done and the car was ready. I paid $735.53 for parts as well as labor. A day passed and there was still grinding and now there was a rattling noise. So I took it back into Tire Choice and DJ said he'd work on it again free of charge as he needed to make additional repairs that weren't resolved last time. And he threw in a "complimentary oil change" as his apology for his mistake.
  I had to wait a week until I got my car back and was forced to resort to other means of travel to work.
  August 16th I am driving in a residential neighborhood no more than 25 mph and I lose control of my car, hear a crashing noise under my hood, and all of the sudden the car falls off it's axel, and a part of my car rotor pierces the front right tire and causes a flat tire-- forcing me to the side of a busy road. I call *** and have them tow and seek an answer for this bizarre occurrence since I did not hit anything and was at no fault. A worker from *** -- **** * ******** *** ********* ** 43230 -- named Matt called me and said they traced the fault of this incident to a missing part that should have been placed back by a recent mechanic. After hearing this I had the truck towed to that mechanic because it is their fault(Tire Choice- Dustine H******) and they must fix it. Gary called me and claimed repairs are done and I received my vehicle August 19th. But was denied a refund for all the trouble that was caused 3 times over.

  Business Response

  Date: 08/22/2022

  This letter is in response to the complaint from ******* *****, #********.            I was able
  to pull the invoices for the three visits that Mr. ***** had at our shop.   I do apologize that Mr. ***** did have to
  return to our shop multiple times to correct the issue with his vehicle. As
  customer satisfaction I am offering a refund of part of the labor cost that the
  shop charged on Mr. *****’s 2010 **** ******.   In total the refund will be in the amount of $197.80 this is around half
  of what Mr. ***** paid in labor costs to repair the noise that he was hearing in
  his vehicle.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:08/19/2022

  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.

  Mr tire auto service center . 8656 Pulaski highway . Rosedale Md . 21237. 8/18/2022 is the date of incident. Adam C***** is the person I had the horrible experience with . I came in looking to price a oil change . I was told the computer was rebooting give it a few minutes. I took a seat in the waiting room . A short time later Adam returned and said “ your oil change is done “ I was shocked because I never chose an oil or price . I’m never authorized work on my car . I was looking around pricing oil changes that’s it . Adam c***** then started “ you will not get your car back unless you pay 78.85. I told Adam I never agreed to this . Adam rudely said “ I’ve got all day then walked away and left me standing at the counter. I paid the 78.85 under threat of my car being taking from me and my children and I being left on the road .

  Business Response

  Date: 08/19/2022

  This letter is in response to the complaint from **** *******, #********.            Mr. *******
  brought his 2015 ****** ****** in on August 18, 2022 I spoke with Adam at the
  shop regarding the incident that occurred yesterday and Adam explained to Mr.
  ******* that he was able to look up the type of oil his vehicle has previously
  taken however something happened with the computers at that time and they did
  need to reboot.   Adam let Mr. *******
  that they could take his keys and get started on the service for him while they
  were waiting on the computers to come back up and Mr. ******* agreed to
  this.  When they let him know that his
  vehicle was done this is when Mr. ******* started to make a scene at the
  counter and after trying to explain to the guest that the prices that he paid
  last November would be different from the prices that we charge now for service
  due to a coupon deal they had going at that time and that he would leave Mr.
  ******* to think about what he would like them to do and he went out to the bay
  to check on the technicians.  Mr. *******
  open the door to the shop and asked Adam to go back in and the guest paid for
  the oil change at that time,   We have not been contacted here at
  our office regarding this matter.  If the
  guest is unhappy with the price of the repairs, we do offer a price match
  guarantee *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.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:08/17/2022

  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.

  I purchased 4 new tires less than a year ago from Mr. Tire, and I was convinced to get Road Hazard Protection on all of them. I was told that no matter how they were damaged they would either be repaired or replaced. I just got a flat tire and took my car back to have it repaired. They couldn’t repair it and tried telling me I had to replace all 4 of the tires and they would only cover the one. That didn’t make any sense as they still had about 50,000 miles left on them. The store manager was very rude and kept making excuses as to why they couldn’t just replace that single tire. He made up policies that he could not provide any proof of. Called again and was told something completely different: they would now just have to replace the 2 rear tires. It is obvious they they just do not want to honor the warranty and are trying their hardest to scam into either spending more money or leaving with nothing.

  Business Response

  Date: 08/18/2022

  This letter is in response to the complaint from **** *******,
  #********.            I apologize
  that Mr. ******* was not satisfied with the response that the shop gave when it
  came to him needing to have a tire looked at after getting a flat tire.   I do see that Mr. ******* did purchase the lifetime
  tire install package as well and the road hazard insurance on the tires from
  our shop in Moon Township, PA.   The Lifetime
  tire install package includes the mounting, balancing, and standard valve stem
  replacement for the life of the tire as well as lifetime tire repair if the
  tire is to become damaged due to a puncture, cut, break, vandalism, or any road
  hazard und normal Driving conditions.   If the Tire is damaged beyond repair or the damage is in the side wall
  making it unable to be repaired the Road Hazard comes into play and the tire
  would be replaced with a new tire (comparable or better than the damaged tire)
  charging only for the percentage of wear by measuring the tread in 32nds of an
  inch.  And the replacement tire price
  will be computed using its current retail price.               Unfortunately,
  the road hazard proration of price would not cover the replacement of tires
  that would need to be replaced if the vehicle is a 4-wheel drive or all-wheel
  drive vehicle where all four tires would need to have the same tread
  measurements for the vehicle to perform correctly.   If Mr. ******* would be able to take the
  vehicle to one of our locations to have the tire looked at or take the vehicle
  to an outside shop and get written documentation of having the tire repaired or
  replaced elsewhere I would be able to review the documentation and see how we
  are able to assist further with honoring the road hazard warranty for the tire.   If Mr. ******* would no longer like to have
  the road hazard warranty on the tires, I would be able to refund the warranty
  back to Mr. *******.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 08/18/2022

  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.
  No assistance was offered, I am not sure what there is to accept.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:08/14/2022

  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 have an old van that worked fine for years. After sitting idle during pandemic I had to smog it, did not pass and then stopped running. Took it to Tire Choice in Albany, who claimed to know what to do, charged me $1300 to replace alternator and battery. Steep, but I sucked it up, paid. Still did not work, they replaced the alternator and said, take this to an electrical shop and we are NOT giving you another alternator. The electrical repair replaced the alternator AND the voltage regulator, which they said they ALWAYS did, because the voltage regulator is the brains of the alternator and is the CAUSE of the shorts in the vehicle. They also charged $1300. We have gone back to Tire Choice to ask to for a refund, which they are referring to their regional manager. Have NOT heard the OK for refund. It seems that replacing the voltage regulator is NORMAL PRACTICE when replacing the alternator, and NOT replacing it is ignorant and faulty repair. We want a FULL REFUND for not receiving ANY benefit for our $1300, either through ignorance or just recalcitrance. Very BAD customer service, not to mention BAD "REPAIR," altogether a rip off.

  Business Response

  Date: 08/18/2022

  This letter is in response to the complaint from ***** *****,
  #********.            I apologize
  for the experience that Ms. ***** has endured at one of our locations.  I would ask that Ms. ***** please provide us
  with a copy of the paid invoice from where Ms. ***** has had her vehicle repaired
  after we performed the alternator, Battery replacement as well as which
  location of our performed this service so that we can better assist in a resolution
  to this matter.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 08/18/2022

  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. I have not received any offer to settle the matter, but I have provided the business with the invoices they requested.  They have not contacted me since I sent the invoices, although they said it would take three days.    
  Regards,
  
  ***** *****

• Initial Complaint

  Date:08/12/2022

  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.

  3/19/22 - Purchased tire for our boat trailer - **** ******* installed said tire BUT they installed wrong tire - they installed tire for a ****** ***** - Not a travel Boat Trailer - 24 miles down the road on alligator alley - the tire blew out. Almost lost our 150k catamaran due to this.
  Called Jonas - manager - sent text of pictures agreed that WRONG tire was installed - agreed that passenger car tire was not boat travel trailer tire ( so the tire could not handle the weight) Jonas - manager agreed to refund purchase
  3/19 - 3 more tires blew out because of weight & disproportional weight of towing catamaran on boat trailer due to wrong tire being installed by them - had to purchase 3 more tires
  refund never received called 4/5 - text 4/5 to Jonas manager - sent letter - and pictures manager Jonas said he put refund request through to corporate sent bank log showing money going out but ever going back in.
  6/1 call made was told they could not release corporate or owners number for my to call and complain
  6/7 Jonas manager said he would contact corp and send over information on refund.
  Refund has NEVER HAPPENED!

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY 14228
  
  This letter is in response to the complaint from Brian &
  Katherine *******, #17709014.
  
              I was able to
  pull the invoice for Mr. *******’s Tire purchase on March 19, 2022, and I spoke
  with the location Mr. ******* had this tire installed onto his Trailer and the
  Store manager Jonas that Mr. ******* is speaking of no longer works at this
  location however the manager that is now in charge at this location did take a
  look at the invoice for the tire Mr. ******* purchased with us and it was indeed
  the incorrect tire for the trailer that was carrying Mr. *******’s catamaran.   I am processing a refund for the tire that
  Mr. ******* purchased with us in the amount of $155.13 and this will be
  refunded back to Mr. *******’s ********** that he paid with.   This will be refunded on August 19, 2022 and
  should reflect back to the card within 3-5 business days.   I apologize that the shop was not paying
  better attention to the ply of the tire that they were installing onto the trailer,
  and we are glad that this did not end catastrophically.  If Mr. ******* needs further assistance, we
  would ask that he reach out to customer service at ###-###-#### and
  we can assist him further.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  Date:08/11/2022

  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.

  About one month ago, before I went on vacation I had brought my vehicle in for a routine oil change to Monro Muffler in Rocky Hill, CT. When I returned home from vacation my car was making very strange noises and I brought it to ****** in Middletown, CT. The mechanic told me that whoever did work on the car previously did not put the air filters back and it could have damaged the engine. They also said they could not find my master key to remove the tires. When I went back to Monro, he tried to give me a key that didnt fit my tires. I asked him to give me the key for the bolts and he gave me the wrong one. When I came back with the car he tried to find the key that fits my tires and he couldnt, he offered to remove them but i would have to pay for a new set. When I told Monro made a mistake and they should own up to it, he forgot to put the filter back and he lost my wheel lock key he started yelling at me which was very rude, disrespectful, and he told me to "Get the **** out of my store" and he claims that I was rude for asking him to own up to his mistakes. I am a regular customer there. I will never go back. I have all the receipts and I can forward it to you if its necessary.

  Business Response

  Date: 08/16/2022

  This letter is in response to the complaint from ****** **********, #********.            We
  apologize that ****** was treated this way when returning to our location for
  assistance after our service.   If the
  guest could please provide us with the documentation from having the air
  filters connected properly as well as the invoice from getting the wheel lock
  and lugs replaced, I will be able to assist further in this matter.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.