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:08/08/2022

  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.

  Service Date: 08/06/22
  I'd rather speak to someone over the phone as there are not enough characters in the section to describe how poor the experience was. Here are some bullet points to what happened:
  * Previous tires I purchased, defective only half the life usage & needs replacement
  * I requested an oil change, fluid check, general health of auto / inspection, 2 tires, front end alignment.
  Upon my return it was discovered by the manager that the employee who was working on my vehicle quit his job in the middle of it and my tires were not retorqued
  * The manager who is under unbelievable amounts of pressure from cooperate / district management, poor quality staff and customers with multiple cars in mechanics bays attempted to discuss the situation with the lone remaining worker and only received a disgruntled response in front of me & other customers
  * The manager of the store had a very short and seemingly noncaring attitude from the moment I walked in to the door to drop my vehicle off, to the time I got back to pick up my vehicle. We actually escalated in the store, but then, I realized what a **** show he was in and understood that it would be and is physically and mentally impossible to deal with the amount of situations going on
  * I asked about rebates and forms, the manager did not seem to understand what I was talking about at first.
  * The manager and I smoothed things over eventually. I actually feel very sorry for him
  * I left, went and got groceries and on my way discovered that the sticker that is traditionally put up in the drivers side window of the car did not have the oil change milage advisory on it.
  * I went back to the store and it was discovered that the oil was never changed. The manager lost it at that point. So did I. We were calm however.
  * I ended up having to drive back home a half hour to put my groceries away only to come back to get the oil change that I already paid for.
  * I am running out of characters, there is way more to say.

  Business Response

  Date: 08/11/2022

  This letter is in response to the complaint from ******* ******, #********.            Thank you
  for bringing your experience to our attention the safety of our guest is very
  important here at Monro Inc.   We do
  apologize that your experience was not a more pleasant one and there were multiple
  times that you had to return to the location for your services to be
  completed.  We also would like to
  apologize for the unforeseen circumstance of the staff member that was working
  on your vehicle quite in the middle of his job.   This is not something that our company has
  control of, when an employee walks of the job without warning and this is not
  the kind of service that we stand behind.  Your complaint will be filed here at the corporate office for the
  traveling district and zone managers that oversee the location are able to
  better address the shop and employees to try to ensure that the services are
  done in a timely manner and done to our company standards.            For the
  inconvenience of having to return to the shop to have your oil change done on
  the vehicle I would like to offer a service credit in the amount of $50 this
  can be used toward a future service at any one of our locations and is good for
  up to a year.   If you are to need
  further assistance, feel free to contact our customer service department at 1
  ***** *** * **** **** **** and any of the representative would be able to
  assist further.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 08/27/2022

  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.
  Please let me know if you are able to read the attached documents that I am sending again from my previous response and my original inquiry.I have also attached a copy of the letter below
  
  Regards,
  
  ******* ******
  
  
  To: Theresa Gr******, Guest Services Manager, Monro Inc. I have spoken with an attorney
  regarding this cataclysmic failure and extremely stressful event your company
  has caused.  They find it
  incomprehensible and very insulting that you would counter my request with such
  a low and self-benefiting solution.  Your
  company is going to end up paying out a lot more than my original request.I am not only severally
  disappointed, buy deeply offended by you, your store manager and the lack of
  empathy for the situation.  I want you to
  understand a few things.  If you are
  capable of doing so.  Let’s start with
  the disgruntled employee.  Obviously, no
  one can predict or project the outcome of a situation with an unqualified
  employee.  Yet, your company hired
  him.  Your store manager does not have
  the resources, respect or authority to run the store adequately.  My experience alone should be a super cause
  for alarm.  Your store manager could not
  and would not take steps to help alleviate the situation.  This is the person that is running the store
  and a representation of your business as a whole.  Not one step was taken to revaluate the
  situation.  I understand that it is
  extremely stressful to deal with such an unbelievable situation.  But as the store manager, he is not qualified
  or trained properly to do so.  Then this
  leads me to the district management.  It
  was made absolutely clear to me that their goal is to teach mechanics and
  management to upsell customers for the benefit of the business.  Your companies bottom line is more important
  than my safety and or any other member of the general public that has done
  business with you.  I requested the
  district manager to contact me about the horrible situation your company has
  caused.  I requested that the regional
  manager contact me.  No one has done
  so.  I would be willing to bet that they
  are almost completely out of touch and unaware of all the happenings on that
  day.  I was told by a customer service
  agent at the store and the manager of the store that they would follow up with
  me about another issue that I am having on top of the aforementioned
  situation.  No effort at all has been
  made.  Then there is you.  You have been contacted by the Better
  Business Bureau.  You decided that you
  wanted to give me $50 towards my next oil change with your company.  I gotta tell you, it took me days to stop
  laughing and being very, very angry.  Your
  lack of responsiveness and empathy is so insulting and offensive that I have
  yet to come up with words to describe this scenario from bottom to top.  Let me ask you this question.  What makes you think that I would ever go
  back to your place of business for any service let alone an oil change that never
  happened.I am going to explain a few
  things to you right now.  You need to
  laser focus on my words.  Upon my arrival
  the previous day, I was told be a customer service associate from your store
  that the tires that I purchased from you prior were recalled and
  discontinued.  So I could not exactly
  match the tires that I had before (which was understandable and ok with me)
  However what was not OK with me was the fact that the customer service
  associate went out to look at my back tires and they were cracked all around
  the tread.  He said that these tires were
  70,000-mile tires and I’ve maybe got about half of that on them.  He said that he would speak to the manager of
  the store and that I should also take the time to talk to him too.  He insinuated that he is not the person to
  make that type of decision and that the manager would probably do something
  about this for me too considering the situation.  And I was fine with that, he was very nice
  and cool to me and we just let it at that.  When I arrived the next day, I spoke to the manager and he before I
  could get three sentences out, he pretty much jumped down my throat about
  it.  Telling me that because the front
  tires were not rotated that voids the warranty.  However, again, I was not talking about the front tires, I was talking
  about that back ones.  He seemed
  perturbed, so I just sorta let it slide because I am only currently in the
  market for 2 tires at this time and an oil change.  When I spoke to him later about it, when he
  had a cooler head, he definitely agreed with me and seemed sort of perplexed by
  it.  He had mentioned to me that he would
  have to speak to his district manager about the situation because they should
  not be cracking like that.  I never
  received any follow up at all regarding that situation.  Nor will I ever, that is abundantly apparent.  This all happened before my current
  complaints to your business.  I requested the following:Install two new tires, balance, rotate, align and retorque tiresRetorquing of the tires did
  not happen.  This was discovered by the
  store manager who was already under tremendous stress with other customers
  waiting to be serviced.  He hollered at
  another mechanic in disbelief.  However,
  the other mechanic sort of just ignored him.  The store manager seemed a little embarrassed.  The customers in the store were giving me the
  look.  If the manager did not recheck the
  work that the other now former staff member performed.  The tires could have possibly come off the
  vehicle injuring or perhaps killing myself, or someone else.  Please take a moment to think about
  this.  Before moving on.Because I was limited to a
  certain number of characters from the BBB site, I was not allowed to mention
  this situation also.I am going to explain a few
  things here.  I went to your place of
  business with trust that the job would be done correctly.  Every opportunity that presented itself for
  failure, failed miserably.I requested the following:An oil change and fluid check.This did not happen.  I only discovered this on my own because
  there was no sticker placed inside the windshield to remind me when my next oil
  change is due.  What if I didn’t discover
  this?  What if my car broke down on my
  trip with my ill wife who I was taking to have a major surgery along with her
  pet cat for comfort in case she didn’t make it on a 90-degree day in the middle
  of nowhere only to find out that my oil in fact was never changed and I paid
  for an oil change.  Thank goodness none
  of that did not happen, but where would your accountability be then?  I trusted your business to do something
  incredibly routine to even a low qualifying mechanic and I was totally
  duped.  My attorney and I were trying to
  wrap our heads around how many other customers this certainly must have had
  happen to.  Because you know as well as I
  do that this is most definitely not just a one-off scenario.  There are far to may failures here.I requested the following:A fluid top off and overall road trip readiness check.This did not happen.  I only discovered this on my own because
  there was no sticker placed inside the windshield to remind me when my next oil
  change is due.  What if I didn’t discover
  this?  I trust your company to provide a
  basic service that should have been cross checked to quality assurance by the
  manager or at the very least another member of your staff.  This did not happen.  I completely understand and appreciate that
  the store is severally short staffed, burnt out and underpaid due to your
  companies demand for corporate profit and looking better on paper.  I am a paying customer; you did not provide
  even close to satisfactory service to me.  You literally jeopardized me and my family’s safety.  Essentially, you also stole from me because I
  drove from your lot and paid for services that I did not receive.  I will not ask you to put yourself in my
  shoes or try to understand where I am coming from, because you or nobody that most
  likely in your business has the capability to understand this atrocious
  situation from a paying customers prospective.I had to drive back to your
  garage multiple times to attempt to get a result.  I live 20 minutes away from the garage.  I do not have the time or can afford the
  extra money I had to spend on gas to get back and forth from my place to you
  place of business multiple times.  I do
  not have the time to sit here and write to you a novel when I only requested to
  actually speak to someone to get me some help.  I’ve attempted to contact you by phone 3 times.  The first time, I was put on hold and told I
  was 2nd in cue.  After 20
  minutes, I could not hold anymore.  I
  called again to speak directly to you.  I
  spoke to someone who was chewing gum and acted all indifferent about what ever
  I was talking about and said, she would transfer me.  Again, I am on hold this time for 10 minutes
  and then the call goes from hold music, to a busy signal!  I call a third time and the person on the
  phone said, yet you were available.  She
  transferred me and I got your voicemail.  I went to leave a voicemail and your mailbox could not take my message
  at this time!   You’ve got to be kidding
  me!I requested the following:A front-end alignmentThis did not happen.  I only discovered this on my own because as I
  was started to take my wife to her out of state medical procedures and surgery,
  I discovered that the car seemed to be pulling.  I paid for a front-end alignment, and this must not have happened
  either.  The manager of the store had
  told me that I can bring the car back for alignment checks I want to think he
  said for up to 6 months.  Why would I
  consider bringing back my vehicle to your garage after paying for services that
  I did not receive in the first place, only to correct them at a later
  date?  I will not take my vehicle to your
  garage as I can not trust the workmanship or the staff that is hired to perform
  the work.I requested the following:Please check my breaks and rotors because I am going on a long trip.Did this happen?  Most likely no.  Now I have this metal grinding noise on my
  back passenger’s side tire from about a half hour into my 6-and-a-half-hour trip.  I was already a nervous wreck with what my
  wife was about to go through, on top of everything else that happens in
  life.  Then there is this situation that
  your company has caused.  My wife was so
  incredibly upset with your company and me of all things.  She cried and cried, worried and scared and
  wanting to rent a van instead of using my vehicle because now she does not feel
  safe inside it.  You would not believe
  the stressed this cause us.  I can write
  an entire other novel to you about that.  Your company has cataclysmically failed me on so many levels.When I had discovered that the
  sticker was not inside the vehicle to remind me of the next time I need to get
  an oil change, I had just gotten groceries.  I told the manager that I just went to the grocery store and I have a
  bunch of things in the car that are cold…Can I get one of those stickers to
  remind me when I need to get my oil changed, ect. When I went back to the
  garage to ask them about this and it was discovered that the oil was never
  changed in the car.  The manager told me
  that he could do it right now, it will only take me like two minutes.  I know that an oil change, will not take two
  minutes.  I have temperature sensitive
  items in my vehicle that need refrigeration as soon as possible.  I live 20 minutes away from the garage.  I cannot have you perform an oil change that
  I already paid for.  So I went back home
  and then had to return to the garage.Upon my return to the garage,
  the manager was noticeably stressed.  Understandably so.  I needed to
  talk him down.  I needed to supervise his
  work.  Not only because I do not trust
  the work, but because now I am dependent on this performance.  I was in the garage with him.  He was speaking to me about the company and
  it’s policies and how the district manager has demands.  I understand how companies work and I also
  understand that that businesses are in the business of making money.  I was appalled by some of the demands that
  are requested and required of him and his staff.  He told me how he worked his way up the chain
  to store manager.  He told me about the
  trials and tribulations of the company.  He told me about upselling customers.  I just listed and obviously observed his work.  I was trying to make him comfortable in the
  garage so he could try to do the job correctly and complete the job.  I am not on your payroll.  I should not be supervising your store
  manager.  Upon completing the job,
  another employee was speaking to him as well.  I was leaning on the car lift mechanism.  The store manager started to lower the vehicle and I quickly jumped away
  from it.  He did not ever realize it and
  just kept speaking with both of us in regular conversation.  Nothing happened to me, and I did not get
  hurt.  But at this point, what does it
  even matter now.As a paying customer, I
  understand that sometimes situations can arise that are undesirable.  I also understand that entry level staff can
  only do so much for the customer when there is an issue.  The expectation from a customer is that when
  a negative situation does happen, the store manager takes reasonable and
  acceptable action.  The simple act of
  performing the oil change and installing tires should be extremely
  routine.  At the very least, the store
  manager should have at least some sort of partial financial compensation for
  the many issues that occurred on the date of service.  I also expected that I would hear from
  someone at the very least middle management offering at least an apology.  I expected follow up conversation on the two
  defective tires that I purchased and will now need to replace with only half
  the advertised life of the treadwear.I requested a refund for most
  of the “work” that I requested.  I did
  not request a store credit.  Monro Inc.
  pockets are a lot deeper than mine.  You
  and your staff should have granted the requested refund and then some to be
  honest.  I am prepared to make additional
  public statements and share safety concerns with my community in Southern New
  York and Bradford County Pennsylvania.  I
  am seeking legal action and have spoken with an attorney.  I have prepared to share this information
  with various news agencies and media outlets.  This behavior is unacceptable and was intolerable.  And your solution is to give me $50 towards
  my next oil change.  If I can request one
  thing from you.  Please consider
  everything that I’ve taken the time out of my day off to write to you about as
  a paying customer to your company.  You
  need to do better and you will do better.M. ******

  Business Response

  Date: 08/30/2022

  This letter is in response to the complaint from ******* ******, #********.            Mr. ******
  has not contacted our office to date regarding his concerns with the shop.  However, I was able to pull the invoice for
  Mr. ******’s service and I will be refunding him the cost of the oil change and
  fluid top off that the shop also charged.  The total of that refund will be in the amount $54.46 this will be
  credited back to the Drive Card that Mr. ****** paid with and should reflect on
  that card within 3-5 Business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:08/06/2022

  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.

  Brought car to mechanic for 2 new tires and alignment. Tires were replaced and was told if the car was pulling to either side to bring the car back and they would correct the alignment. Car is pulling badly and now making a large clunking noise from where a tire was replaced. Mechanic continues to attempt to schedule "alignment correction" outside of business hours AND refuses to look at the tire making noise, saying it is no longer their issue, even if something happened when I was here before.

  Business Response

  Date: 08/11/2022

  This letter is in response to the complaint from ******* ****** #********.            I
  personally spoke with Ms. ****** on August 8, 2022 regarding her experience at
  our location in Egg Harbor TWP on August 3, 2022.   At the time we spoke I apologized for the
  experience that Ms. ****** had at our location and that they would not check
  out her vehicle for her and kept scheduling after hours for her
  appointment.   I suggested that Ms.
  ****** take the vehicle to one of our other locations to have the vehicle
  checked out and the services we had provided warrantied.  They were only able to schedule an
  appointment with them until Friday, but Ms. ****** agreed and will be taking
  the vehicle in on Friday to have it serviced.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 08/12/2022

  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 brought my car to the alternate location provided. The staff at this location tried to scam me into buying new tires saying the tires I had were bald - which they most definitely are not. Also stated that the car had no brakes whatsoever, again not true. Lastly, somehow they wanted to convince me that theres nothing wrong with the alignment... my steering wheel is just ... crooked?? I am now at a dealership getting the issue handled by reputable mechanics. To have not one but two shops willing to be dirty and underhanded, treating me like am ignorant customer that they can milk dry. I also now have to pay somewhere else for an alignment to get this fixed before it ruins the tires I unfortunately purchased from your company, because none of your locations are willing to correct the alignment they screwed up in the first place. I want my alignment refunded, and at the very least, an actual apology for willingly hiring staff that makes it their job to steal from customers.
  
  
  
  
  
  Regards,
  
  
  ******* ******

  Business Response

  Date: 08/18/2022

  This letter is in response to the complaint from ******* ****** #********.            I apologize
  that Ms. ****** that the experience with our locations has been so poor and
  that our locations did not rectify the situation with the alignment causing Ms.
  ****** to take her vehicle once again to another mechanic to have the alignment
  corrected.  I will add the notes to the
  complaint for the district manager to be made aware that our shops were not
  willing to rectify the matter without trying to sell Ms. ****** further
  services.   I would ask that Ms. ******
  send the documentation from the dealership that corrects the alignment for her,
  and I can review it at that time for a refund of our alignment.Thank you for your time,Theresa Gr****** Guest Services Manager Monro Inc.

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a oil change here and they over charged me.I have 2010 ***** ***Oil change usually costs about $90 I was once at the location and they said it’s about that price.Their website also indicates such a price.He charged me $127.70 He added all these made up fees that are completely garbage No one ever pays $127 for a oil change!!I contacted other mr tire locations in my area and asked them how much oil change costs they said around 84.99And they also said no other fees!!

  Business Response

  Date: 08/05/2022

  This letter is in response to the complaint from ********* ******, #********.            The guest
  brought in a 2010 ****** ***** and requested “Oil change, brake service and
  commented the back brakes were making noise” Our shop looked over the vehicle
  and did our Courtesy inspection on the vehicle.  The shop found and suggested to the guest that the calipers pads and
  rotors be replaced on the vehicle.   This
  service was declined by the customer.   The shop only charged for the oil change and seeing the prices that we
  currently offer on our website the store did not apply the discount to the
  invoice and they should.   I am
  processing a refund for the overcharge in the amount of $32.93 this will be
  processed on Monday August 8, 2022 and should reflect back to the **** Card the
  invoice was paid with in about 3- 5 business days from Monday.   Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 08/05/2022

  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:08/02/2022

  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 Car was brought in on 7/10/22 with exhaust leak. I Was quoted $475. And car would be ready later same day. After 9hrs in the shop, I called and was told was told the part didn't come in. I took the car home, went out of town for 9 days. I was called and told the part had come in and I brought car in on 7/23/22. On 7/25/22 i was told that their mechanic broke the bolts on a pipe and i now needed more parts that they would order. My car now had no exhaust system at all & I couldn't take it home until it was fixed...it was not driveable. Every day, when I called I was told the parts were expected later that day. I Spoke 1 time to the Mgr and voiced my displeasure with being without a vehicle for so long,. He said there was nothing he could do and " do you think I'm happy having your car taking up a bay for more than a week?" He told me the parts were on a truck that was bringing them later that day(7/ 29)...This went on for a total of 11 days, each day being told that the parts were being delivered later that day. I was finally given my car back on 8/2/22...at a cost of $1,166.03
  I was without my car for 11 days ( I believe being lied to) and then charged over double what the cost should have been if their guy hadn't snapped all of the bolts/posts on the connecting pipes.
  I paid the bill so I could get my keys and get my car back. Nobody there was interested in showing any customer service so I felt disputing the bill with these guys would be pountless.

  Business Response

  Date: 08/05/2022

  This letter is in response to the complaint from *** ********, #********.            Mr.
  ******** brought his 2008 ***** ****** in on August 2, 2022, Mr. ******** comments
  to the shop were “Need exhaust system repaired, Flex pipe has holes. The shop
  gave the guest originally a quote for the replacement of the flex pipe,
  however, while working on the vehicle the tech did notice that it was not just
  the flex pipe that needed replacing it was the entire exhaust system from the
  catalytic converter to the muffler needed to be replaced.   The shop brought this to the attention of
  the guest and he agreed to the new estimate.  After the services were provided on his vehicle *** returned to the shop
  paid for his services and signed the invoice agreeing to the charged amount.We have not been contacted since
  then regarding any issues.  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.

  Customer Answer

  Date: 08/06/2022

  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.  The response from the business starts off wiht ANOTHER lie.  I did not bring my car in on 8/2/22...I brought it in on 7/9/22 as it clearly states on their own invoice: ( Est crested on: 7/9/22.  They to not care enough to take the difficult step of reading their own invoice to determine what happened.  Also, while I mentioned that I thought the flex pipe was the leaking part, I did not have that part replaced according to the invoice. The parts listed on the invoice HAD to be replaced due to the fact that their employee broke the studs that connect them to the part that had a hole in it.  They quoted my $75 for the replacement of the flex pipi, which I am prepared to pay if they did replace it..I have no idea because, according to the invoice, they replaced a muffler and catalytic converter and a gasket and $18.90 worth of exhaust hardware.  ALL OF THESE PARTS HAD TO BE REPLACED DUE TO THEIR EMPLOYEE BREAKING THE STUDS.  These were not an issue until they tried to remove the damaged part and broke the other items...Also on a side note, not the issue at hand, the invocie also states that I wished to have the old parts discarded, I was never asked, only charged $39.00 for the disposal. Monro clearly has no interest in customer service.  They break parts on my vehicle (rendering it undriveable), keep my vehicle for 11 days(telling me lies every day), not so much as apologize for the inconvenience and charge me for ALL of their mistakes, and then ( after I register a complaint) they come back with more lies and a silly offer to refund the difference between the invoice and a written estimate from another garage...like I can afford to take another day out of work with no car....a joek fo an offer.I still maintain they should charge me for the replacement of the original part that was damaged ( $475) and I will also accept the disposal fee of $39.00.  The rest should be refunded. 
  
  
  Regards,
  
  *** ********

  Business Response

  Date: 08/15/2022

  August 9, 2022   Better Business Bureau 100 Bryant Woods South Amherst, NY 14228   This letter is in response to the complaint from *** ********, #********.                         Mr. ******** brought his 2008 ***** ****** in on July 9, 2022 I apologize for my error in when the vehicle was dropped off to our location Mr. ******** picked the vehicle up on August 2, 2022 this is when the invoice was billed out.  Mr. ******** comments to the shop were “Need exhaust system repaired, Flex pipe has holes. The shop gave the guest originally a quote for the replacement of the flex pipe, however, while working on the vehicle the tech did notice that it was not just the flex pipe that needed replacing it was the entire exhaust system from the catalytic converter to the muffler needed to be replaced.   The shop brought this to the attention of the guest, and he agreed to the new estimate.  After the services were provided on his vehicle *** returned to the shop paid for his services and signed the invoice agreeing to the charged amount. We have not been contacted since then regarding any issues.  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:08/02/2022

  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 04/30/2022 I went into Monro's for an oil change and my spark plugs change. When I picked my car up it was barely running and the traction control light was on. I complained and was told I brought it in like that. I called the police and was told to make a complaint. The staff was loud, rude and unprofessional. I had to have my car towed to another mechanic.

  Business Response

  Date: 08/05/2022

  This letter is in response to the complaint from ******* *****, #********.            I have
  looked over the invoice for Mr. *****’s services done April 30, 2022 Mr. *****
  requested “Oil Change and change the spark plugs.  If there is a concerned with the work that we
  did, and Mr. ***** stated that he has taken the vehicle to an outside shop to
  have the vehicle towed to another mechanic we would need documentation of what
  the other location found going on with the vehicle and what Mr. ***** had to
  come out of pocket to get the repairs done.  I would be able to review the documentation at
  that time to see how I am able to assist further with this matter. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:08/01/2022

  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.

  On June 27, 2022, I took my 2014 **** ****** to the Monroe Muffler in Geneseo, NY for an oil change. I was preparing to return home to Las Vegas, NV and drive the vehicle cross country.
  
  Upon my return to Las Vegas, I discovered an oil leak in my driveway. I had not noticed any oil leaking up to this point since I was driving cross country and staying in hotels for almost a week. When I was finally able to get it in to a repair shop due to a 2 week wait at most places, I was told that the old gasket was never removed from the old oil filter. There were 2 gaskets present and the oil was leaking from the space between the 2 gaskets.
  
  It cost me $180 to have a diagnostic test performed on my vehicle to discover that Monroe Muffler never removed the old gasket when they performed my oil change.
  
  I am seeking compensation of $180 to be reimbursed for the cost of the diagnostic and repair performed by ******* ******* on 7/15/22. I am also seeking compensation of $43.19 for the oil change that was performed incorrectly. Total compensation requested is $223.19.
  
  I am very lucky that I did not break down driving cross country or do permanent damage to my engine. I feel the requested compensation of $223.19 is more than fair given the circumstances.
  
  Feel free to call me at ###-###-#### to discuss further.

  Business Response

  Date: 08/02/2022

  This letter is in response to the complaint from **** *******, #********.            First and foremost,
  I want to apologize that this incident occurred.  I will be processing the refund of the $180
  that Mr. ******* had to pay to the dealer for them to find the double gasket
  causing the oil leak as well as I will be refunding what Mr. ******* paid us
  for the oil change as customer satisfaction. Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/30/2022

  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 in for a coolant leak and overheating. They diagnosed it as a hole in the coolant reservoir. Charged me $180 for a 30 min diagnostic. Okay, whatever. They wanted to charge an extra $150 I think to replace it. Ridiculous for a $30 part, and a 10 min job. My boyfriend replaced it when we got home, inspected the old reservoir and there was no hole. Car was still overheating. My boyfriend then replaced the Thermostat, but cracked the old housing because it was brittle but it stopped overheating once we sealed the crack. We called and told them that they diagnosed the car wrong, it’s fine now with a new thermostat, what can they do to make this right because we paid $180 for basically nothing. They said they would replace the housing for free. We bought a new housing ourselves because they would for sure gauge us for another $40 part. Took the car in, and then they tell us an hour after working on it that there’s a leak in the new housing and that it was a bad part. The new housing was NEW, and there were NO cracks in it prior to them messing with it but they insisted they didn’t crack it tightening it down. So, back to where we started except this one is leaking still and now we have to go back to the old housing that my boyfriend sealed up. Should’ve never taken my car here.

  Business Response

  Date: 08/02/2022

  This letter is in response to the complaint from ********, #********.            Ms.
  ******** spoke with my office on July 30, 2022 regarding her complaint with the
  vehicle being misdiagnosed.   The
  representative that handled the case has refunded Ms. ******** the $183.03 for
  what we charged for the diagnosis that was not done correctly.   This has been refunded back to the ******** Card that the Invoice was paid with.   Also,
  we are refunding for the labor that the was charged for the install of the
  thermostat housing due to the shop telling the guest that it was going to be
  done for free.  This is $53 and will be
  refunded to the ******** card on August 3, 2022.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/29/2022

  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.

  Mr. Tires lead tech charged me $2500 to fix a shift solenoid, it wouldn't shift after that, it was 4.5+ quarts low on fluid, and 3 wires that were supposed to be separate were twisted together on the neutral safety sensor. He quit, my vehicle has set there for months without being touched until recently. They tried putting a couple hundred dollar used transmission in it that didn't work, it slipped. I paid 2500 dollars not a few hundred so it should've had atleast a remanufactured transmission with a warranty put in since they messed it up not used crap. They have made excuses, wasted months of time, delayed my family vehicle from being used, ruined us getting to have a summer vacation bc that vehicle is the only one I had that can hold my family. We have to take 2 vehicles everywhere bc of them. If they can't fix it it needs to be sent to someone that can and they should be held responsible for the cost and honestly they should be held accountable for what's going on and atleast have the decency to supply a 3rd row vehicle that can be used by me for my family to have the transportation they have screwed up and delayed me from having for multiple months bc of them doing nothing to fix it. They don't care about their customers at all apparently or this never would have happened bc the problem would've been corrected in a orderly time that their employee caused instead of my vehicle just sitting there.

  Business Response

  Date: 08/05/2022

  This letter is in response to the complaint from ***** *********, #********.            I have
  spoken to the original location that worked on Mr. *********’s vehicle and the
  location as to where Mr. *********s vehicle is being worked on currently and I
  do apologize that this matter was not handled sooner by the original shop and
  made right.   It is my understanding from
  what the current shop that has Mr. *********s vehicle is that they should have
  the vehicle completed by end of business today August 5, 2022.  I am also under the understanding that Mr.
  ********* has been given a rental vehicle as of last Friday July 29, 2022, until
  the vehicle is completed.   I would be
  unable to tell the shops to do free work on Mr. *********s vehicle however I
  would be able to send Mr. ********* a couple service credits that can be used at
  any one of our locations for future services.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.
  
  Approximately 6 months later of them having my *******, it's blowing smoke through the vents making me feel sick and dizzy. It is taken back to them again, I want the vehicle completely fixed before I get it back and if it's going to take time then I want a rental car that's 3rd row like my vehicle. I've been told by Mr tire in Lincolnton by the manager that he wishes I would just sell my car so he would never have to see it again. If they would like to give me the 6000 cash I have in it then they can keep it and I'll take them the title. I also want the upper ball joints and any other issue they possibly find fixed for the inconvenience. This is the 3rd vehicle that this has happened with through them, I lost 2000+ selling my ***** truck bc it never got fixed correctly, the **** four trax they done the water pump and said to change the gas cap that it'll fix the vacuum code, it still leaks fluid and still has a vacuum leak, and now my ******* has been there since I purchased it. I should not have to continuously go through this especially for this long of a time period.
  Regards,
  
  ***** *********

  Business Response

  Date: 10/06/2022

  This letter is in response to the complaint from ***** *********, #********.            I apologize
  that Mr. ********* has been inconvenienced by our location with how long the
  vehicle has been there for service.   The
  store found further issues with the vehicle and stated that once they have it
  figured out they will contact the guest to discuss further steps.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:07/21/2022

  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.

  I made an appointment online and ordered at the same time the tires I needed for my car.
  APPOINTMENT DETAILS
  
  Date: 07/21/2022
  Time: 11:00 AM - 1:00 PM
  
  Location: **** ********* Road, St. Charles, MO 63303
  Phone: ***** ********
  
  Name: ******* *****
  Customer Phone: ###-###-####
  
  Services Requested: New Tire(s)
  
  Tire: ******
  Size: 225/55R19
  Item #: 9*********5C
  Type: All-Season
  Quantity: 4
  Price: $835.96 (estimated total price)
  I went today to the tire shop and was told that the tires I requested are nowhere to get and that they can get me some others for $1200. I had no other choice since we are leaving to Florida tomorrow. I was never called or anything!!! The guy behind the counter told me that he made me a better price and I saw later that these tires are cheaper on the website than at the store??? I called the main number, but nobody seems to care about my problem. The tires I ordered are no longer available, but they were when I went on the website on July 10th. If someone would have called me, I would have gone somewhere else to get tires!! I request to get reimbursed for the difference I’ve paid!! To tell customers that the website is always lying and incorrect is not a kind of business anyone needs.

  Business Response

  Date: 07/26/2022

  This letter is in response to the complaint from Daniela
  *****, #********.            I apologize
  that Ms. ***** was not happy with her visit at our shop and they did not have
  the tires that the guest had requested online.   I have looked at the price of the tires that were put on her vehicle and
  they are marked as $10 more than what Ms. ***** was charged for her tires. We do offer a 30 – day price match *If
  a customer finds the equivalent quality parts, service, and warranty for a
  lesser price from any approved automotive service retailer within 30 days of
  purchase** and has proof in the form of an advertisement or itemized written
  estimate, we will match it or refund the difference. Or we also offer a 30-Day ride guarantee
  *If a customer is not pleased with their Tire Purchase in the first 30
  Days or 500 miles, whichever comes first, you may return your undamaged tires
  and exchange them for any others of equal value, or a full refund.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/19/2022

  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.

  I brought my truck for an alignment on 7/10/2022. I paid $140. It was not done right so it was brought back on 7/15/2022. The truck is still not aligned and my traction control and stabilitrak will not work on my truck when they were both fine before bringing the truck their. They’re denying having a hand in breaking my truck and not fixing it or giving me my money back.

  Business Response

  Date: 07/22/2022

  This letter is in response to the complaint from ***** ******, #********.I was able to pull the invoice for
  Mr. ****** Alignment on his 2013 ********* ********* that was done on July 10,
  2022 if Mr. ****** feels that the alignment is not correct, we would ask that
  she either take the vehicle to one of our 1500 locations to have the alignment
  redone under warranty or send documentation that the alignment has been redone
  elsewhere and we can review it further at that time.  Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.