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.

  200 Holleder Pkwy Rochester, NY 14615-3808

• 

  Monro Auto Service and Tire Center

  100 Corporate Dr Franklin, MA 02038

• 

  Mr. Tire Auto Service Centers

  3938 Hickory Blvd Granite Falls, NC 28630-8373

• 

  Mr. Tire Auto Service Centers

  167 Jefferson Rd Boone, NC 28607-4495

• 

  Monro Auto Service and Tire Centers

  1335 Washington St Hanover, MA 02339

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:03/26/2025

  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 am reaching out to bring to your attention an unresolved customer concern that I have been dealing with for the past few months with little to no progress toward a resolution. On Saturday, February 1, 2025, I had an appointment at the Monro store located at 10551 Perry Hwy, Wexford, PA 15090, for my 2011 ****** ******. I was informed by an associate that my vehicle required a muffler replacement. Since the part was not available in-store, I was asked to pay a $200 deposit, which I did. I was assured that the part would arrive by Monday afternoon, April 3, 2025, and that the repair would take only a couple of hours. Following the discussion, I confirmed my plan to drop off my car on Sunday night using the key drop-off box, expecting to receive a call once the repair was completed on Monday. However, when I called the shop at 4:30 PM on Monday, I was informed that the part had not arrived as expected and would be in the following day. As I could not leave my vehicle for an additional day, I had to cancel the service and requested a refund of my $200 deposit. The associate agreed to process the refund and assured me that my car keys would be placed inside the locked vehicle, as I had a spare key to retrieve it after hours. Upon arriving to pick up my car that evening, I discovered that my keys had not been placed inside as instructed. While I was able to leave with my spare key, the shop remains in possession of my original set. Additionally, despite multiple follow-up calls, my $200 refund has not been processed. Each time I contact the shop, I am told that the associate on duty is new and that no manager is available to address the issue. As of today, March 26, 2025, I am still awaiting both my refund and the return of my keys. I would appreciate immediate assistance in resolving this matter. Please let me know how we can move forward to ensure a prompt resolution. Thank you for your time and attention to this issue. I look forward to your response.

  Business Response

  Date: 04/03/2025

  This letter is in response to the complaint from ***** *******, #********.            We apologize for the delay in the refund of the $200 deposit being refunded to Ms. ******* however I will confirm that the refund of the deposit was processed through our accounting department as of April 1, 2025 and the refund should be reflected on the **** card the deposit was paid with within 3-5 business days of the first.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/24/2025

  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.

  Subject: Complaint Regarding Damaged Wheel Lock Key and Unfulfilled Responsibility To Whom It May Concern, I am writing to file a formal complaint against Monro Auto Service and Tire Centers, regarding a highly unprofessional and unresolved incident that occurred during a vehicle service at their location. Several weeks ago, I took my vehicle—a ********-****—to Monro for routine service. During the service, a technician at Monro damaged my wheel lock key, rendering it unusable. Upon discovering this, the staff acknowledged responsibility and instructed me to visit the local ********-**** dealership to order a replacement part, stating that they would coordinate with the dealership and handle the cost. I followed their instructions and went to the dealership promptly. After waiting over two weeks with no update from Monro, I returned to inquire about the status. To my surprise, I was told by Monro that: • They had attempted to contact me “multiple times” (which is not true, as I have no missed calls or voicemails from them). • The dealership never contacted them (which contradicts what they originally claimed they would arrange). • And due to the passage of time, they are no longer willing to resolve the issue. This is completely unacceptable. The damage was caused by Monro’s staff, and I have acted in good faith by complying with their instructions. Now, they are attempting to avoid responsibility based on excuses that do not match the facts. I am requesting that Monro: 1. Acknowledge their responsibility in damaging my wheel lock key. 2. Reimburse or directly cover the cost of the replacement part from the dealership. 3. Provide a written explanation for their delay and refusal to follow through. If no satisfactory resolution is reached, I will consider pursuing further action, including sharing this experience publicly and exploring small claims court.

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from **** *****, #********.            The guest has not reached out to our guest services department regarding the matter of the broken lug nut on the vehicle, so it is unclear as to why the guest is hostile toward the corporate office when we were not made aware of this matter.  Unfortunately, I am unable to resolve this matter quickly due to all the proof that the lug nut was replaced elsewhere has not been provided.  If the guest could please provide a copy of the paid invoice where the lug nut that was allegedly broken by our shop was fixed, we will be able to review that documentation in full and come to a resolution in a timely fashion.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have attached a signed parts invoice from ********-**** of State College for a lockable wheel bolt, totaling $111.30. This part directly corresponds to the damage Monro caused to my vehicle’s wheel lock and lug nut.No further repairs are required—this invoice fully covers the replacement of the damaged parts. I respectfully request reimbursement for this amount.Thank you for your time and assistance. Regards, **** *****

  Business Response

  Date: 04/18/2025

  This letter is in response to the complaint from **** *****, #23108194.            Thank you for providing the documentation for the replacement parts from the ******** dealership.   I am processing a refund for the cost you occurred from the dealership as a check.  The refund will be processed in our batch dated April 26, 2025 and the bank will send the check out on the following Monday to the address that has been provided here with the BBB.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/21/2025

  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 Monday, March 10, 2025 my 2011 ******* was towed to the named business because there was a sound coming from the back tire and some concerning movement from the rear of the vehicle. I pulled over as soon as I heard the sound and experienced the concerning movement. I was two hours from home and had to use this business because they said they could look at the vehicle that morning which I hoped would get me home sooner. The named business claimed 19 repairs would need to be made which they said would cost $5,343. I did not trust them because the vehicle has been running fine. So, I paid $357.00 to have the vehicle towed to the mechanic I use where I live about 2 hours away. I had to pay them a $107.00 diagnostic fee and I had to pay $293.00 for a rental car. Once my mechanic received the vehicle, he looked at everything they stated needed to be repaired and said there was no damage to ANY OF IT except for the tie rod which he replaced. So, the named business tried to scam me out of $5,000.00 likely because they saw that I was a women stranded away from home. It is absolutely deplorable they would try to steal so much money from a person in need. I would like them to reimburse me the $357.00 towing fee and the $293.00 rental fee; fees that I would not have incurred had they been honest to begin with. Also, I would like the $107.00 diagnostic fee reimbursed because it was not accurate at all. I can provide pictures and any other evidence needed to prove that the the parts they claimed need to be repaired to get me back on the road did not actually need to be repaired.

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from ****** *********, #********.            I have reviewed the documentation Ms. ********* has provided and we apologize that she feels that the store was trying to take advantage of her when they told her all the things that would need to be replaced on the vehicle.  We can refund Ms. ********* for our diagnostic however we would not be refunding for the tow bill or the rental bill.  Our shop was willing to fix the vehicle for the guest however she declined and made the choice to have the vehicle towed elsewhere and to get a rental vehicle these are not costs that we feel our company is liable for.             The refund for our diagnostic fee of $107.99 will be refunded to the ********** Ms. ********* paid with on March 25, 2025, and should reflect to the card within 3-5 business days.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/25/2025

  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 appreciate the refund of the diagnostic fee. However, I would like an explanation as to why the companies employee(s) tried to get me to pay $5,000 in repairs that did not need to be made to the vehicle. I consider that attempted theft. I can clearly show you that none of the NINETEEN repairs I was told needed to be done were necessary with the exception of the tie rod.  I do believe the company is liable to compensate me for costs I incurred (tow bill and rental fee) due to THEIR dishonesty. Had they just been honest and fixed the tie rod, I would not have had to purchase the tow or the rental car. I would also like to know if there have been any actions taken to prevent the employee(s) from trying to scam future customers? Regards, ****** *********

  Business Response

  Date: 03/27/2025

  This letter is in response to the complaint from ****** *********, #********.            The services that the technician recommended for the vehicle were found to need or being close to needing repair therefore the technician while doing the courtesy inspection of the vehicle noted these concerns with the vehicle.  Ms. ********* declined the services to be done.  There is nothing further we would be able to offer here at guest services after refunding the diagnostic fee which has been done already.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/20/2025

  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 January 22nd, 2025 I entered Monro on Dolson Ave requesting an oil change and tire rotation. A 3 hour wait and they changed the oil, rotated all but 1 tire, damaged a lugnut but replaced it and charged me, and fused a lugnut preventing the tire removal. I questioned this, was told it's my dealers fault because they tightened the lugnuts too much. Would only give me his supervisors name with no contact, and followed me outside arguing about my desire to lodge a complaint then aggressively threatened me saying "I hope you don't get into an accident." I immediately contacted Monro to lodge a complaint, had to reach out to people through Linked In due to no return calls. Repaired my vehicle after almost 3 weeks of bouncing from one person to the next with no help. Dealer repaired issue and checked vehicle due to threat, brake light was on, with over $1200 billed. District Manager pushed us to ********* Insurance to rectify then refused to answer any further calls. ********* Insurance states due to Monro policy, they can only cover $100. No law enforcement was contacted due to the threat but should have been. A lawyer had not been contacted at this point. I am currently partially disabled and can not fight this the way they are forcing me to. Monro has stopped anwering any calls from me. Please help. Thank you.

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from ***** ******, #********.            Mr. ****** case is still in the hands of our insurance company ********* and is still considered an open case.  There is nothing we can do here at guest services or corporate regarding this case.   If Mr. ****** is looking for further compensation from *********, he would need to reach out to the agent that is handling his case.  ******* ###-###-#### and the case number to reference will be *******.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/24/2025

  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.As stated in the complaint, ********* Insurance has offered $100 to compensate for $1200 repair and a physical threat to me resulting in an inability to utilize me vehicle for weeks. ********* Insurance advised that "due to Monro's current coverage with *********, we are unable to offer any compensation over $100." I have not accepted this offer. Regards, ***** ******

• Initial Complaint

  Date:03/19/2025

  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 brought my car there for a wheel alignment and the guy there proceeded to do other things on my car to cause my car to leave out of there not running and I had to have it towed somewhere else for it to fixed I would like it to be paid for

  Business Response

  Date: 03/20/2025

  This letter is in response to the complaint from ****** ****, #********.            We apologize that ****** had a concern after the alignment was performed on her vehicle.  I was able to locate the invoice for service that was performed however ****** did not provide the documentation for having to have the vehicle towed and the services that needed to be done to the vehicle to have the vehicle performing correctly.  Once this documentation has been provided, we will review it and find a resolution to this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, For your reference, These are my documents for review like I have stated before I don’t know why I observed him in my engine when I came for a wheel alignment  Regards, ****** ****

  Business Response

  Date: 03/24/2025

  This letter is in response to the complaint from ****** ****, #********.            I have reviews Ms. ****’s documentation, and we apologize there was a concern with the vehicle at the same time our alignment was performed on the vehicle however the alignment that was performed on the vehicle is in no way related to the fact that the vehicle needed a Shaft Actuator, and a spark plug replaced.  This unfortunately would be a case of missed work on our shops part, and we will be sure to reiterate the importance of them performing a courtesy inspection on every vehicle, so we do not miss the opportunity to do further work on a vehicle. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/18/2025

  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.

  Complaint Against Tire Choice (3603 S Dale Mabry Hwy, Tampa, FL 33629) On March 4, 2025, I took my [2020, **** ***** ******] to Tire Choice Auto Service Center for a routine oil change and maintenance check. Their own inspection report confirmed that my vehicle had no prior issues (no leaks, overheating, or mechanical failures). However, within 24 hours of their service, my vehicle suffered severe mechanical failures, including: • Overfilled oil, triggering an “Oil Level Exceeded” warning. • Throttle control alerts and multiple dashboard warnings. • Rapid coolant loss and engine overheating. • A cracked radiator hose, rendering my vehicle inoperable. Negligence & Unresolved Issues: 1. Service Errors: The shop admitted in a recorded video that these issues arose immediately after their service due to their mistakes, including overfilling the oil. 2. Failure to Take Responsibility: Instead of fixing their errors, the shop forced me to drive away in an unsafe vehicle, stating they “lacked the technology” to diagnose or repair the damage they caused. 3. Corporate’s Breach of Commitment: After reporting this issue to corporate, I was promised a review within 24-48 hours. • It has now been FOUR additional days beyond their promised timeframe, and I have received no response, no update, and no resolution from their corporate office or supervisor. Requested Resolution: I demand that the company: 1. Take full responsibility for the damage caused by their negligence. 2. Cover all necessary repairs, including the radiator hose, cooling system, and engine damage. 3. Provide a rental car or reimbursement for transportation costs while my vehicle is inoperable. 4. Compensate me for additional expenses (towing, transportation, lost income). Failure to Resolve Will Result in Escalation.

  Business Response

  Date: 03/20/2025

  This letter is in response to the complaint from ******* ***, #********.            We apologize Mr. *** has had such a deplorable experience at our location in Tampa.  I spoke with our risk management team, and they have set up a claim with ********* our insurance company and someone from ********* should be in contact with Mr. *** within the next 24-48 hours to discuss the next steps in this process.  We apologize for the delay in this process.   Due to this being set up with ********* today I do not have the case number however if Mr. *** does not hear from ********* in the allotted time frame, please have him reach out to us here at guest services at ###-###-#### option 2 and we will be able to assist with that information.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/17/2025

  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.

  This is a defective tire, probably a busted belt. When I went to talk to Tire Choice about it, they said it looked like I hit a curb. I said, I didn't, the tire is a back tire. If I hit a curb, there would be scuff marks and damage. Instead of replacing the tire, they continue to blame me and want me to spend $318 for a new tire, balance and road hazard, which I refused when I purchased them. But this is not a road hazard issue. It's a defective tire!

  Business Response

  Date: 03/18/2025

  This letter is in response to the complaint from ******* ******, #********.            Ms. ****** purchased a set of tires on July 27, 2024, and declined the road hazard warranty for the tires when she was asked if she would like the coverage on her tires.  I spoke with the location that has looked at Ms. ******’s tire and they found that there is a bubble on the sidewall of the tire which is caused by an impact and not a broken belt due to the belts of the tire being in the tread of the tire not on the side wall.  This would not be considered a manufacture issue with the tire.   The manager of the location did offer for Ms. ****** to purchase the RHW for the original 4 tires and a fifth for the replacement tire and he would prorate the cost of the new tire and gave her an estimate of $315.98 however Ms. ****** has declined this offer.  There would be nothing further we can offer regarding the tire replacement due to Ms. ****** has driven 15,000 miles on the tires since the date of purchase. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/13/2025

  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 am writing to express my extreme frustration and disappointment with the appalling service I received at Tire Choice on February 28, 2025. I brought my car in for an oil change and brake job, expecting a standard service. Instead, I left with significant emotional and financial damage, and I am demanding immediate accountability. After waiting over four hours, I paid $503 in cash, using a ******* for a discount on the oil change. When I asked for my keys, store manager Antonio S. J****** walked me outside and, to my horror, informed me that my car had been damaged. It had reversed off the lift and crashed into poles and a wall due to a missed step or failure to properly secure the vehicle. Antonio then revealed that his supervisor, Shane L******** had explicitly instructed him to withhold this information until after I paid. The shock of discovering this was compounded when Shane L******* told me that I was still responsible for the bill, despite the fact that my car was no longer drivable. This callous disregard for customer care has caused immense stress and confusion. I filed a claim with Monro Inc.'s insurance provider, *********, and learned that my car was deemed a total loss. The emotional toll this has taken on me is significant, and I am left with the burden of a vehicle I can no longer use, all due to your establishment’s negligence. I am requesting a full refund for the services paid, as well as support navigating the insurance claim for the damages and further compensation for the emotional distress this situation has caused. I expect immediate action to resolve this matter

  Business Response

  Date: 03/17/2025

  
  This letter is in response to the complaint from Auberny ******, #********.
  
              I would first like to apologize for what Ms. ****** has gone through when taking her vehicle in for service.  I spoke with our risk management team regarding Ms. ******s case, and it was determined by our insurance company that the damage was so severe that the vehicle is a total loss.   We have agreed that the services that were performed on the vehicle should not have been charged.   I am processing a refund in the amount of $503.20 and this is being refunded as a check due to the services being paid for with cash.  The check will be processed with this week’s batch and will go out in the mail on Monday March 24, 2025.  We do ask that the check be given 7-10 business days to arrive due to this coming out to the guest USPS.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer Answer

  Date: 03/20/2025

  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 appreciate your efforts to rectify this situation. I just need further information on how to get a refund of the ******* purchased for the oil change. Based on ******** website, I’m not to confident they would approve my request on the refund since it was redeemed. However we all know this is a special circumstance. Once we come to a resolution on the *******, I will be more than happy to close this case.
  
  Regards,
  
  ******* ******
  
  
  
  
  

  Business Response

  Date: 03/27/2025

  This letter is in response to the complaint from ******* ******, #********.
              You can request a refund from ******* and they will give you a case number once you have the case number that can be given to one of our guest service agents and we will follow up with ******* to ask them to push through the refund.
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  Date:03/12/2025

  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 7/13/2024, I had the oil changed in my 2019 ** ***** at this shop. In January 2025, I visited the shop for a subsequent oil change. The technician states that the oil plug was cross-threaded and so tight that it could not be removed. The shop informed me that I need a new oil pan and quoted over $1000 for this work. The vehicle's oil had not been changed and no work was completed related to the oil pan or plug between visits at Mr. Tire. I called Mr. Tire customer service since the local shop could not resolve this issue. I spoke with a representative on 3/3/25 who promised to escalate this issue to the district manager. I called back on 3/12/25 since no one followed up with me. The representative told me that the manager did not respond to the inquiry and as a result there is nothing the company can do. I requested the issue to be escalated beyond the district manager but the representative informed me that it is not possible. The representative insisted that if there was an error with the work at the shop on 7/13/24, it would have been reported at that time. When asked if it is possible that the technician did not realize that the plug was cross-threaded or overtightened, the representative stated it was unlikely but possible. The company has not offered any other resolution except to charge me >$1000 for a new oil pan.

  Business Response

  Date: 03/17/2025

  This letter is in response to the complaint from ***** *******, #********.            Due to the amount of time that has lapsed since Mr. ******* had his oil change done on his vehicle at our location, we would be unable to determine who was the last mechanic to touch the vehicle.  An oil change should be done on a vehicle every 3-5 thousand miles or 6 months to keep the oil life in good shape for the engine.  Mr. ******* has not returned to our shop for service since the invoice of July 13, 2024, therefore we would not be taking responsibility for the oil drain plug that needs to be replaced on the vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer Answer

  Date: 03/17/2025

  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. The vehicle is a 2019 ********** *****. According to the manufacturers guidelines, an oil change should be done every 10,000 miles or one year, whichever comes first. The vehicle was brought back to Mr. tire within the interval.The attached ****** report demonstrates that no oil service has been completed since the last oil change done at Mr. Tire on 7/13/24.  I am asking that the company stand behind their work as they advertise. Regards, ***** *******  

  Business Response

  Date: 03/18/2025

  This letter is in response to the complaint from ***** *******, #********.            A claim has been filed with our risk management at this time due to Mr. ******* alleging we have caused damage to his vehicle when we performed services on July 13, 2024.  We do ask that Mr. ******* to give our claims department 5-7 business days to reach out to him regarding this matter due to this being a small department.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:03/12/2025

  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.

  Called to discuss an oil change. Had bought a ******* for this oil change. This ******* expired. I contacted ******* where they informed me the business was solely responsible to honor the ******* price already paid. I reached out to Monroe tire in broadway in East Providence RI on broadway. They confirmed this was true and penciled me in for the appointment. When coming to my appointment they informed me that they would not be able to take me in at the scheduled time. They asked me to come back in an hr or so. Upon return the front desk manager Joe serviced me upon this he I explained to him I believe it was him I talked to the other day an explained I am am the one with the expired ******* that ******* told me to home here and honor. He became irritated an started yelling at me that he does not have to honor anything. Upon this I explained to him I would not be here if I did not call your place of business as well as ******* and would not have made this appointment. He immediately became more irate took my keys slammed them asked me for my confirmation number and told he what ever he will just do it. He then scolded me an kept saying how this is crazy why would I wait over 2 months to use an expired ******* I am crazy. He just kept belittling me for a service they offer threw *******. I have never felt so uncomfortable an scared. He treated me like I did not pay for my services and still refused to provide them an make me feel extremely uncomfortable. This was extremely unprofessional. I do not know how to proceed.

  Business Response

  Date: 03/17/2025

  This letter is in response to the complaint from ****** *******, #********.            Ms. ******* spoke with my office on September 12, 2025, and her complaint has been filed regarding the treatment she received from the staff at the East Providence RI location.  The representative did agree that he would process a refund for the cost of the oil filter that was charged over the cost of what ******* states they cover for services and this refund is being processed with this week’s check batch and the guest should have the check within 7-10 business days post March 24, 2025.  Again, we apologize for the poor experience Ms. ******* has experienced when going in for her oil change.  Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.