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. has 1276 locations, listed below.

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  Monro, Inc.

  295 Woodcliff Lane Fairport, NY 14450

• 

  Monro, Inc.

  214 West Avenue Albion, NY 14411

• 

  Monro, Inc.

  980 Central Ave. Albany, NY 12205

• 

  Monro, Inc.

  1511 Rte. 9 Clifton Park, NY 12065

• 

  Monro, Inc.

  791 W. Main St. Rochester, NY 14611

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:08/01/2022

  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.