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:07/17/2022

  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 braught my truck in after I did both the upper control arms and the driver side lower ball joint. Monroe muffler said they had to do a lot of work and I said ok. They said they had to replace the control arms I just did and the ball joint then do alignment and a camber kit. They never did the control arms or ball joint. Bc the ones I put on were fine. I called Monroe headquarters and they said to take it somewhere and have them tell it what they did wrong too. They didn’t put pins in for alignment and only put have the camber kit in. Every time I braught it back to Monroe I would buy brand new 4 tires and within a months they would be down to wire and I would bring it back to Monroe and they said they fixed it and it was the camber now baught another brand new pair of tires and within a month they were gone n tore up. I went thru atleast 12 tires. I have the receipts for all the tires. They were like 900$ set of tires. Nice mudding tires. Monroe said to send them all this info so I did and they haven’t gotten back n just ignore my emails. I am not even asking for the tires cost which I should bc they r the reason all them went so fast within a month. I just am asking for the 2500$ I paid for their “work” they did to the front end which was either the stuff I already had on n they charged me for or the stuff they screwed up putting on and neglected parts. I am asking for 3000$ back which is very reasonable. And then I told them if they don’t give me that back I would be charging like an extra 3500$ for all the tires I put on within the 4 months or whatever it was they jerked me around for. They told me to have a ceritfied place tell me and write down what was wrong. So I did from *******’s auto (which was very honest and polite) they knew right from the beginning what was wrong. I sent the proof to Monroe and never heard back. They keep ignoring me and I don’t have money for an attorney really

  Business Response

  Date: 07/26/2022

  This letter is in response to the complaint from ***** ******, #********.            I have
  reviewed the documentation that Mr. ****** provided regarding his 2013 *********
  ********* and I spoke with our director regarding Mr. ******’s request for a
  full refund however we are not able to provide a full refund for the work that
  he paid our shop for Due to Mr. ****** agreeing to this work to be done on his
  vehicle.   What we would be able to offer
  due to his outside shop bill stating that there were stripped bots and missing
  bolts on the vehicle from previous service. The cost that Mr. ****** had to pay
  to *******’s was $722.10, this is all that we would be offering as a refund.               Regarding the
  parts that Mr. ****** purchased for his vehicle there is no date of the
  purchase of those parts, and we would have no way of knowing if or when Mr.
  ****** installed them into his vehicle.   We do not have any invoices of other services
  being done at our shop.            I spoke
  with Mr. ****** today regarding this matter and made the offer of the refund of
  $722.10 however he does not accept this refund and stated that he will be just
  getting a lawyer at this point and suing us for the cost of all the sets of
  tires he had to put on the vehicle.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/27/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ***** ******
  
  
  
  I am goin to get the documents that I need showing that these were put on during the time that Monroe was screwing up my front end alignment and camber. But I talked to my lawyer and he said to tell them that if they don’t want to go to court that the lowest I am willing to go is 1200$. I originally said 3000$ and they came back and said 760$ for the work that *******’s auto did to actually fix it correctly. But I spent 2500$ at Monroe for them just to screw it up. So I will give them one more offer of giving me 1200$ and then that is what I will settle on. If not I will go down and get the correct documents I need and take Monroe muffler to court. I went to Monroe my whole life bc they were right down the street and so did my father and to have them treat me like this is a slap in the face

  Business Response

  Date: 07/28/2022

  This letter is in response to the complaint from ***** ******, #********.            As stated
  to Mr. ****** in our phone conversation the 722.10 is our final offer we would
  not be offering anything further and can not accept paperwork that has
  handwritten notes on it.  There is
  nothing further we would offer.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/09/2022, I took my vehicle to this business to have an oil change and a tire rotation. I was told at the end of my visit that the tires could not be rotated because the lugs were cross threaded and that one was broken. I explained to the person on duty, Jonathan W*****, that the last time the tires were rotated was at this business on 04/09/2022. He advised that he would speak with his manager but to bring the vehicle in on 07/16/2022 and they would take care of it. I brought the vehicle in on 07/16/2022 and spoke with the manager. She advised that it was just common wear on the vehicle and that those things are common. I advised her that cross threading lugs was not "wear and tear" on a vehicle and that that was caused by putting the lugs on wrong. She advised that she would look at it and give me a call. I never got a phone call and called later on in the day. The person on duty stated that my car was ready. When I arrived at the business, they advised me that the bill was going to be almost $500.00 and that the work was already completed without my authorization. I advised them that I didn't have $500.00 and that it should have been fixed for free being that the damage was caused by their establishment. He called his manger and they said that they would give me a 50% discount. I agreed because I need my vehicle and paid $250.99. I believe this work should have been done for free and that I should have only been charged for a tire rotation.

  Business Response

  Date: 07/25/2022

  This letter is in response to the complaint from ******* *****,
  #********.            I apologize
  that the store did not offer the work at no cost due to us being the last ones
  to rotate the tires I do see Mr. *****’s past invoices that do confirm this.  With this being said I am refunding Mr. *****
  the $250.99 that our shop charged.   This
  will go back to the **** Card this will be processed on July 26, 2022 so this
  should reflect on the card within 3-5 business days.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/26/2022

  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:07/16/2022

  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 AC was blowing hot air took it to Mr Tire 871 Route 33 Hamilton Square 08619 NJ this was on 7/3/22, and they told me I needed freon it cost me $293, still blowing hot air took it back on7/5/22 they said I needed a new Air Compressor $1194, still blowing hot air, took it back on 7/6/22 they said it was an ORing, replaced it for nothing, still blowing hot air, took it back it back said they going to order a new Air Compressor that was on7/11/22, keep telling me tomorrow.

  Business Response

  Date: 07/25/2022

  This letter is in response to the complaint from ****** ********, #********.            Mr.
  ******** spoke with my office on July 21, 2022 and explained the situation
  regarding his AC system, While speaking with Mr. ******** and our shop
  regarding the concern our shop did inform us that they were waiting on the AC
  evaporator sensor that the vehicle would need to make the AC functional.  The customer stated that he would be able to get
  the part himself and it was at that time that we asked the guest to take the
  vehicle to a shop of his choosing and have the work done and send us the
  documentation and we would be able to review it at that time for a refund.            Mr. ******** expressed at this time
  that he was just going to take us to court to get his money back.   We would ask that Mr. ******** send
  documentation that he has had this service done on his vehicle elsewhere and we
  can review it at that time.  There would
  be no refund offered at this time.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/26/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********
     Mr Tire is the one that Ordered the new AC Compressor and AC TEMP SENSOR, I do not think I should pay the full amount of $1467 because they  kept saying different things were wrong went from needs  started 0n 7/3/22 Freon to new AC COMPRESSOR to needs new AC COMPRESSOR to new O-RING to new AC COMPRESSOR  and TEMP SENSOR,they did finally did get Brand  New AC COMPRESSOR  and fixed it on 7/24/22,I should get some money back because I feel they were just wanted to make money from.

  Business Response

  Date: 07/26/2022

  This letter is in response to the complaint from ****** ********, #********.            I have
  spoke with the shop regarding the vehicle’s AC repairs that they have done and
  the last service done on July 24, 2022 the shop did not end up charging Mr.
  ******** for this was all done at no cost.   The only services that the guest was charged for was the AC dye fill
  that needs to be done to find any leaks in the system and the replacement of
  the compressor which was a necessary part to be replaced.   We would not be offering a refund of these
  two services.Thank you for your time,Theresa G******* Guest Services Manager

• Initial Complaint

  Date:07/15/2022

  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.

  March 29, 2022 I paid $280.02 to have my windows fixed. I explained that my windows sometimes wouldn't go down & up. They told me they fixed some wires in the door. Later that same day I had the same problem. I made an appt the following month. I took off early from work only for them not to honor my appt, then I was told it was probably something else & I would have to pay again. I asked for a number to complain, and I was told it wouldn't do any good. He was right. I don't think it's right to pay again when I have the exact problem that I brought my pickup in there for. I tried to explain this to him & let him know it's not personal, but he said it was very personal & he walked off. I called to him several times, but he kept going so I followed him asking him for the number to complain. He disappeared into the back, so I asked the other guys there. He came out & started screaming at me that I can't be back there & to get out. Each time I tried to say something he screamed louder. I told him he didn't need to be so nasty. He said, Nasty, you think this is nasty, I can show you nasty. At that point I was feeling threatened, so I just wanted to get the number & leave. I found him to be unprofessional & very disrespectful. The number I called to complain, they listened to me & put me on hold to call & speak to him. They come back to the phone to tell me the same thing he told me, that I would have to pay again. Everyone keeps overlooking the fact that my windows were never fixed. It seems I paid $280 for them to fix something that didn't need to be fixed & didn't do any good. I would ask that they fix my windows without the extra charge but after his threat I would never trust him with my vehicles again. For some years I recommended them to any & everybody, but after that display I want be doing that anymore. I debated with myself about this complaint, but people need to know his disrespect for a customer wasn't likely his first time nor his last.

  Business Response

  Date: 08/02/2022

  This letter is in response to the complaint from ******* *****, #17469837.            Ms. *****
  brought her 2004 ***** *** **** in on March 29, 2022 Ms. ***** explained that
  the Drivers rear window was inoperable and sometimes the other windows also
  would not work.  The shop found when they
  pulled the switch that it was going up and down however there were multiple
  wires that did not have a good connection which was part of the issue with the
  intermittent functionality.   The shop
  also changed a circuit board however the shop also found that the switch was
  bad and would need to be replaced.   This
  information was told to Ms. *****, and the shop offered to put the part in if
  the guest supplied it to them.   The
  switch and the circuit board are two different issues therefore it is not a
  service that would be done at no cost to the guest.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have replaced two engines. They are refusing to honor the warranty. The manager physically pushed me and used profanity telling me not to come back. This is the shop in Willard, MO

  Business Response

  Date: 07/22/2022

              I spoke
  with our shop located in ******* and the vehicle that Ms. ******** is
  referencing is under a different name and **** is not the owner of said
  vehicle.   The owner of the vehicle has
  had a conversation with the district manager that oversees this location, and
  the vehicle has had one motor replacement done on in on April 27,2022 which is done
  by a second party that we contract to do motors the warranty for the motor is
  with that second party and it is 12 months or 12,000 miles.   When the vehicle was brought back to us it
  did have a small oil leak and there was a part that needed to be replaced on
  the vehicle this service was performed and the vehicle was given back to the
  owner.              As far as
  the physical things that Ms. ******** is accusing the manager of our location of
  there is a police report and there were statements taken by the police of
  customers that were in the showroom when Ms. ******** came into our location
  yelling, screaming, and throwing things at the store manager.  The police are doing their investigation
  regarding this matter and there is nothing further we would be able to do here
  at customer service to assist Ms. ********. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc. 

• Initial Complaint

  Date:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5/26/22 I went there and told them I believe I needed new front brakes as mine were squealing. I got a call saying my back brakes were bad and i gave them the ok when i returned to the shop i was told my front brakes were fine and really didnt need to be replaced. Within a day the squealing noise didnt improve I realized they needed to be broken in. Also at this visit they discovered seized up rear calipers and allegedly a broken tie rod. My total bill was 1218.42 which I paid. After a week or two I let them know something was wrong I showed up to an appt which I took a whole day of work off for and was asked what the issue was I reiterated squealing to which I was told I need an appt because its front brakes. I showed up to ANOTHER appt and was told id have to be rescheduled to which I insisted they do the work they never ordered the parts they agreed i left my car there for 3 hours to come back and find it in the same spot and never been worked on. I was told the tech was never made aware and to reschedule. I went to *** **** and paid them 584.46 for front brakes and that the tie rod Monro just replaced was bad on the inner side and I did need new brakes (yet monro says they do a courtesy inspection). Went back to Monro to be told that its an inner tie rod they just did the outer and it could have been damaged on installation but id have to pay for it and another alignment. I called corporate as Bill Monro, the regional refused to answer my calls. The agent was very dismissive despite detailing everything how much of an inconvenience questioned the work ethic and screenshots from someone who was employed at the time telling me that i didnt even need back brakes they only sent me a check for what I paid *** **** and REFUSED to do anything more. I did not agree to it as a final resolution but I did cash the check. They did not look into the issues on their end. Courtesy check is garbage they caught nothing & over a 1 mo later still broken tie rod

  Business Response

  Date: 07/12/2022

  This letter is in response to the complaint from ***** ********, #********.            My office
  spoke with Mr. ******** regarding the squealing that he was hearing coming from
  his brakes and explained that we would need documentation from a shop of his
  choosing that shows what was going on with the vehicle and what it cost to fix
  the concern.   Once we received the
  documentation the representative reviewed it with our director, and we refunded
  what Mr. ******** paid to the dealership due to the sound not being resolved.  We do not have anyway of knowing if Mr.
  ******** needed both front and back done on the vehicle as well as the Tie Rod
  and these parts are on the vehicle. We would not be offering anything
  further.  Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/12/2022

  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 reject this.  This still doesn’t address the fact that work that didn’t need to be done was likely done or the fact that I told them which brakes I was worried about and Id they really do an “inspection” this would have and could have been caught it also does not excuse the unprofessiopai the amount of broken appointments the fact they are still marketing a credit card that is closing as of august because **** has ended their partnership with them.  I sent a follow up email due to the character limits after submitting this.  Poor company ethic and ethic all around.  My next step is a credit card dispute as well as a complaint with the state I emailed the BBB immediately after submitting this initial issue not sure it was documented but it was a pop up box and therefore cannot retrieve it from my sent folder.  Zero accountability is being taken here for also leaving me in a potentially dangerous situation because if the tie rod broke during installation as they suggested they should have brought it up but they let it go for me to find out on my own.It also doesn’t address the issue of being told the warranty is valid at any monro to find out it’s not but yet if you call another store they will tell you it is  or the fact that I wasn’t given a choice in what “brake package” I wanted and gold was just selected and done for me  I was never told about the options.  That alone is a deceptive business practice at its finest
  
  Regards,
  ***** ********

  Business Response

  Date: 07/22/2022

  This letter is in
  response to the complaint from ***** ********, #********.            My office spoke with Mr. ********
  regarding the squealing that he was hearing coming from his brakes and
  explained that we would need documentation from a shop of his choosing that
  shows what was going on with the vehicle and what it cost to fix the concern.   Once we received the documentation the
  representative reviewed it with our director.Thank you for your
  time,Theresa G******* Guest Services
  Manager Monro Inc.

• Initial Complaint

  Date:07/11/2022

  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.

  June 13, 2022, stopped into CarX after battery light went on in the car. They found a faulty alternator. They also had to replace a broken tensioner, which they said was already faulty or broken by a previous mechanic. We asked for it so we could take it to our mechanic back home. They fixed both parts that day and we continued are trip back to SE Wisconsin. The mechanic also noted that they were having trouble getting the new tensioner on and had to use a pry bar tool.
  
  One week later our battery light came on again. We took the car to our mechanic. He discovered that the alternator that was replaced was not the correct one and was not charging properly. He also noted that the tensioner that was installed was not correct and was not holding tension and that our serpentine belt was slipping off of the pulleys. Our mechanic asked if we drove the van home, which we told him we did, and he remarked he was amazed that we made it home. Our mechanic also noted that the old tensioner that the CarX staff accused another technician of breaking was not broken by our mechanics. He also called these mechanics "hacks" for their workmanship.
  
  We contacted the store on June 20, spoke to the manager. He told us he would call us back that night, but did not. We had to initiate all subsequent calls and emails and we received very little information from the store manager. We also wrote the attached email to CarX via their website, have not received a confirmation that they received the email or that they are working on the issue. We are out $1800 for the CarX work and the repair work from our mechanic.

  Business Response

  Date: 07/12/2022

  This letter is in response to the complaint from **** *****,
  #********.            I was able
  to find Mr. *****’s invoice however I do not see that a refund was put in our system
  from the shop.   I would ask if Mr. *****
  could provide me with the invoice of what his mechanic had to fix on the vehicle,
  I can review the documentation with my director to let Mr. ***** know how we
  are able to assist further with this matter.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Business Response

  Date: 07/25/2022

  This letter is in response to the complaint from **** *****,
  #********.            I have
  reviewed the documentation that Mr. ***** has provided regarding the install of
  his Alternator and Belts and due to Performance Tire & Auto Service finding
  that our shop had used an incorrect tool for this service and caused damage to
  the pulley and tensioner I have forwarded Mr. *****’s information over to our
  risk management department for a refund to be processed in the amount of
  $1,032.56.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

  Customer Answer

  Date: 07/26/2022

  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.  I will monitor our credit card statement for the refund and will follow up if needed.
  
  
  
  Regards,
  
  
  
  **** *****