Business Profile

Auto Repairs

Monro, Inc.

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Complaints

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

Customer Complaints Summary

908 total complaints in the last 3 years.
377 complaints closed in the last 12 months.

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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:08/26/2022
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.
Around July my 2012 **** ** was being worked out for a Ac compressor..Well they made me pay 1500 for the job and my AC doesn’t work ..They tried multiple times to fix it but didn’t …I am asking for you guys to please get my money back for me in full service thanks
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ***** *****,
#********.            I would ask
that Mr. ***** take the vehicle to a mechanic of his choosing and get an
estimate of what is wrong with the AC system at this time and I will be able to
review it further at that time for a resolution to this matter.    I was able to find the invoice for service
on Mr. *****’s 2012 **** ** Premium on July 2, 2022.   Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:08/26/2022
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.
I had my 2010 ********* ********* ****** repaired on a few occasions at the Monro Muffler located at 1745 Western Ave, Guilderland, NY 12203.
They had replaced the catalytic converter and exhaust manifolds. Both of these repairs have failed. My truck is at the ********* dealership needing both of these repairs. I am asking for a refund of $3,550 from Monro so I can have the dealership make these repairs the proper way.
My truck was repaired by Monro 6-7 months ago and continued to have issues with the check engine light showing a code P420 for a bad catalytic converter and exhaust manifold in which Monro said was not a problem. However, it is a problem as it needs to be repaired right away in order to make this truck drivable again.
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ******* *********, #********.            I have
reviewed the documentation that Mr. ********* has provided regarding his 2010
********* ********* HD and I was able to pull invoices of previous work done on
Mr. *********’s Truck and I would not be able to refund the amount that Mr.
********* is looking for.   What we would
be able to do on our end is refund Mr. ********* the amount of the Catalytic
Converter that Mr. ********* had installed on his vehicle on July 20, 2021 Due
to the part having a lifetime warranty.   The total of this refund will be $971.99.   This will be mailed out as a check to the
address that Mr. ********* has provided here with the BBB.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 09/04/2022
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:08/25/2022
Type:Sales and Advertising 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 went in on today for a flat tire repair but ended up being informed that not only was the tire non-repairable but I needed two new tires. I was overcharged for the tires and it may have been because I am an inexperienced female. I want the amount I was overcharged refunded to me. The mechanic also did not offer to put on my spare tire so I could have the option of driving somewhere else. They manipulated and pushed me into a situation where I would up buying two new tires even though I only needed one.
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ****** *******, #********. I apologize
that Ms. ******* feels that she was pressured into purchasing two tires and
that she feels that the price of said tires was overcharged to her. We do not have pricing for service or items
here at customer service. We do offer a 30-day
price match for our services. I do not see that Ms. ******* has called our
office here at customer service If Ms. ******* would like she can contact us at
###-###-#### and the representatives can assist with the price
match for the tires Ms. ******* purchased. Also, it is recommended that when replacing a tire on a vehicle that you
purchase two tires for the tread depth and design are the same on the same axel.*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
differenceThank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:08/25/2022
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.
I ****** ****** took my van to Monro to have a hose replaced that was leaking in the back of the engine near the fire wall.
I spoke to him about my sister who was dying of cancer so I wanted to be with her. David D***** said he would put in the hose and just charge me labor ($175.00) David D***** left the shop to get the part need the hose but came back iwth a T and rigged it so I could go and see my sister. On Aug 2, when I stopped by a friends house saw I was leaking coolant out of the front of my van on the drivers side, then I took my van down to ****** garage in Franklin on Aug 3, 2022. This is how I found out my radiator had blown, split open. David D***** said he would give me a deal on fixing, getting a new radiator plus the hose that he put in in the first place. The T should not have been put in at all, the pressure was too much.
(The van will be fixed on the 17th of Aug, 2022).
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ****** ******, #********.            I have the
invoice for when Ms. ****** brought in her 2010 ******** **** *** ******* in
for a coolant leak, I would ask that Ms. ****** provide the invoice from where
she had the vehicle repaired after we did service, and I will be able to review
it at that time for a resolution. 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.Consumer sent the attached fax to represent her position.

Regards,

****** ******
Business Response
Date: 09/28/2022
This letter is in response to the complaint from ****** ******, #********.            I spoke
with our shop as well as reviewed the documentation that Ms. ****** has
provided and there is nothing, I would be able to do regarding the services that
Ms. ****** needed on her vehicle because it overheated.   Our shop let Ms. ****** know that the
service we were doing on her vehicle were only a temporary hold so that she
could finish her travels and get to where she was going this was not meant to
be a permanent fix for the vehicle.   We
would be unable to take further action.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:08/23/2022
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.
Hi My name is ***** ******* I would like to see if you could help me with this situation.
Took my car to our local Tire Choice Service Center and they destroyed my car. I had gone to get my two rear tires replaced and was told the hub needed to be replaced. While replacing the hub they manage to damage the axle. They had told us they would pay for a new axle yet, failed to order the right one. Instead they decide to “re-threaded” the axle they had damaged (without approval from me). Then, they decide to put the axle they broke and “rethreaded” back on the car and take it on a test drive. On this test drive (that they also failed to mention to us) the car fell to the ground. One of the rear wheels came off the car and because of this the rear bumper, axle, hub, barring, and many more things were now ruined. The car was left on the side of the road with caution tape for who knows how long. The tire choice was not the one who informed me, however, a family friend noticed the car and called to ask what had happened. Upon receiving this phone call, I was beyond confused as to why my car was on the side of the road and why no one had called to let me know. When I arrived at the scene, I had also noticed that the other rear tire that was still on the car was missing lug nuts, which means this tire could’ve came off too. It’s been a nightmare dealing with this company and their insurance. Just thought everome should be aware of this location . I have also posted on the Avalon Park voice and there has been numerous issues with other customers. Anything you can do to help us will be greatly appreciated. — at Tire Choice Auto Service Centers (333 S. Avalon Park Blvd., Orlando, FL).
Business Response
Date: 08/31/2022
This letter is in response to the complaint from ***** *******, #********.            I apologize
that Mr. ******* has had this experience with the service that our shop has
provided. I have confirmed that Mr. *******’s
case is currently in the hands of our insurance company unfortunately there is
nothing I am able to do regarding Mr. *******’s complaint except apologize that
this has occurred. Our insurance company
will decide regarding fault on the damages to the vehicle and their findings
can not be turned by us here at customer service.   I will direct Mr. ******* to reach out to
the ********* agent that is handling his case if he has further questions.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Customer Answer
Date: 09/01/2022
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 have made numerous attempts to contact them regarding damages the passenger side of the vehicle and they will not return my calls. ********* insurance is refusing to pay for the damage cause by the inexperienced technicians on the passenger side.All I’m asking is for my vehicle to return to me the same way it was left at their facility.

Regards,

***** *******
Business Response
Date: 09/01/2022
This letter is in response to the complaint from ***** *******, #********.            Our
insurance company will decide regarding fault on the damages to the vehicle and
their findings can not be turned by us here at customer service.   I will direct Mr. ******* to reach out to
the ********* agent that is handling his case if he has further questions. If Mr. ******* is unable to get in contact
with the agent, he would need to escalate it to the supervisor of
*********.   There is nothing further we
can do here at corporate regarding the matter.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:08/23/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had scheduled an appointment online through Monroe tire website for 4 new tires and chose the basic install tire package which is 19.99 per tire. My wife was the one who took the car for the appointment and when she got there, she called me to say that the bill was 50 dollars more than what the online estimate was. I immediately called the Monroe store and spoke with the manager who stated that the extra fees are for labor and balancing. I said that those fees were supposed to be included in the 19.99 basic install tire package per tire. The manager then said that if I didn’t like there fees that I could take my business elsewhere and that they just got done explaining the extra fees to my wife. I then tried again to explain that I wanted the basic install tire package that was 19.99 per tire that was in my online appointment that I made. I even forwarded the online quote email to my wife. She showed them the quote I sent and said that was just a quote. My wife was getting upset and felt pressured to just agree to the price so we could get the tires installed for our trip we had planned the next day. I could hear my wife in the background telling me to hang up and to forget about explaining it to the manager. When my wife got home the receipt shows that they charged us the lifetime install package for 30.99 per tire. That tire package is not the one that was in the online quote and not the one that I had selected, nor was it the one I was trying to explain to the manager when I called. I would like to have the difference of 47.96 refunded back to my credit card that we used to pay this bill and the difference that was charged in tax as well. The store is Monroe brake and tire #**** repair shop#******* repair#******* Binghamton ny
The receipt says guest id# ********** estimate #***** invoice#*****
Business Response
Date: 08/25/2022
This letter is in response to the complaint from ****** ****** #********.            I apologize
that Mr. and Mrs. have been treated this way at one of our
locations. This is now how we expect our
employees to treat customers that come into any of our locations for
service.   Our shops should be honoring
an online price especially one that is found on our website even if the website
has the incorrect information on it.   This is not something that we should be holding against a customer.   I have processed a refund in the amount of
the overcharge. The total of the overcharge
is $47.52.   This will be credited to Mr.
****** **** Card that he paid with and he should see this credit within the
next 3-5 Business Days.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received via BBB Staff Email

I was given this email to file a complaint as the website was not allowing me to complete the complaint yesterday. I am hoping for a response as it is urgent. Below is the complaint regarding TireChoice on Front St. Berea Oh 44017.

have had very poor service from TireChoice repair shop in Berea, Ohio. We have a 2012 ***** ***** that our
son was taking to college out of state. We brought it in for an overall check before he returns to school. We had previously taken it to this shop last fall when, every few months, the car would sometimes
not turn over right away. At that time, tire choice indicated it was a starter motor that needed replacement. They did that.The car has been driven very infrequently since then but, my son had the same problem a couple of weeks ago. We Told tire choice that they had replaced the starter motor last fall but that, every few months, the same thing was happening. They first said they couldn't find the problem and then, 20 minutes later they called to tell me we had a bad alternator. They said they were
going to replace the alternator and that we could use an aftermarket part that would be less costly. We agreed to that & they said it would be ready the next day. We picked up the car on August 12, drove it away and the battery light came on. we brought it back to them. They kept it for the day and indicated that they couldn't find anything wrong except that it needed a software update from *****. They indicated that that should fix the problem. We picked the car up and took it to *****.
***** diagnosed the problem and indicated that the alternator that TireChoice put in was defective. They also
indicated that the battery sensor needed replacing. Finally they mentioned a wad of some thing that was holding some wire together. We returned the car to tire choice that same day and explained what ***** had told us and showed them the paperwork. They were very happy to get the ***** paperwork and indicated that they would look at the car again to replace the bad alternator that they had installed even though they told me previously, tbat the alternator they installed was fine. They
argued with me about the battery sensor and said the battery was fine for them but they would look at it. And at this point, it had been over a week since we brought the car in. We explained again that we would need the car as my son was heading back to school with it on Friday 8/19/22. They seemed confused by the problem. The mechanic indicated that he had a 2012 ***** ***** and he was going to
take the alternator out of his car and see if it worked in our car and,if it did, that would indicate to him that it was a bad alternator. We called back at the end of the day and The manager spoke to us and indicated that the mechanic’s alternator from his ***** ***** did work in our car so they knew that it was the alternator that needed replacing since they had put the bad one in initially. They indicated that it would need to be a ***** alternator as an
aftermarket alternator would not work, despite the fact that they had already put in an aftermarket alternator. We have already paid $1500 for the work
that they did with the alternator and also new brakes. They indicated we would be charged $400 more ( initially they said it would be over $600 more but we complained & they lowered it) because the ***** alternator would cost them more money. They also said that they could not get a ***** alternator anywhere in the
state but they would put a rush on it and it would be there on Saturday. This left us having to drive my son to his school without a car out of state where he's living off campus and needs a car for
transportation. When we called back after again, hearing nothing from tirechoice On Saturday, 8/20/22, the mechanic indicated that they still had not gotten the part from ***** yet. We called back again
Monday, 8/22/ 22, after not hearing from them, & they indicated that they still did not have the alternator from *****. This is totally unacceptable to us! They have had our car for almost 2 weeks!! We gave them
a car that was essentially working fine and they gave us back a car with all kinds of problems that we are now continuing to deal with with them. We have already been charged $1500 and we are quite concerned about what this is doing to our car to keep having alternators moved in and out of it. This is completely unacceptable and if we are not going get this resolved we will be heading to the Attorney General. The only acceptable solution I can think of at this time is
for us not to be charged anything further past the $1500 in for your tire choice service center to pay for ***** to fix our car that TireChoice broke. I would appreciate an immediate response. Thank you for your help
Business Response
Date: 08/30/2022
This letter is in response to the complaint from ****** ******-******, #********.            Ms.
******-****** brought her 2012 ***** ***** into the shop on August 12, 2022
stating that the vehicle was having trouble starting the vehicle. The shop recommended a starter however after
further diagnosis of the vehicle it needed an alternator. The shop ended up removing and installing the
alternator four times due to it not correcting the vehicle.   When the guest was first informed that the
vehicle would need an alternator, they were informed that there would be the
option of the aftermarket alternator or a ***** specific part. The guest chose to do the aftermarket
alternator at a lower price however the after installing the part the shop
found that the vehicle was still not running properly, they spent another 15
hours trying to diagnose the vehicle.   The shop did not charge for the extra time that was spent on trying to
diagnose the vehicle with the Master Mechanic and they recommended that the
guest take the vehicle to an electrical specialist to have the vehicle
diagnosed.            If Ms.
******-****** has taken the vehicle to an outside shop or dealer to have the
vehicle repaired I would ask that the documentation be supplied regarding what
the cost to fix the vehicle is and we can review that documentation at that
time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 09/03/2022
I reject the response from Munro Inc. dated 8/30/22. It is neither accurate nor does it address the problems we have experienced with TireChoice. On 8/10/22, we brought our 2012 ***** ***** into TireChoice. We informed TireChoice that the vehicle occasionally had trouble turning over. We reminded them that they previously replaced the starter motor in Oct 2021 when we brought it to them for the exact same problem. After some back and forth, they informed us that we needed a new alternator. At that time, they offered us the choice between an after market part or a ***** specific part. When we asked for their advice on whether a ***** part was necessary, they indicated that the after market part would work as well as the ***** part. We paid $506.20 for that part and $203 for service. On 8/12/22, we picked up the vehicle after being told the work was completed and the car was running fine. Within 5 miles of driving the car, the check charging indicator came on the dashboard. It is important to note that this indicator had never turned on prior to TireChoice working on the vehicle. We returned the car to TireChoice immediately. They stated that the car would need to be taken to a ***** dealership for a software update and that this would resolve the problem. We followed the advice of TireChoice and brought the vehicle to a ***** dealer. They performed the recommended update but, that did not change the status of the vehicle. We spent $145.97 for them to run diagnostics on the vehicle. Their report indicated that the newly replaced alternator was defective. They also noted, that the reference plug that attached the alternator to the wiring harness had been broken and the alternator had been replaced by stuffing a wad of some material into that area in an attempt to secure it. They expressed concern that this would eventually lead to failure but that it would be several hundred dollars to replace the wiring harness which would be the only way to rectify the problem. Because the defective piece and work was only days old and still under warrantee, we again returned to TireChoice. TireChoice then, tried a second alternator, which they indicated also failed. They indicated confusion by this and stated that the technician was going to place the alternator from his own ***** ***** into our car and the after market alternator that they had put into our car, into his car. He stated that the ***** alternator worked well in our vehicle but, that the after market alternator they had previously placed in our *****, failed in his *****. When this happened, they stated that the after market alternators were not compatible with the ***** and that we would need a genuine ***** alternator. Since the original repair was under warrantee, but the ***** part would be more expensive, TireChoice indicated that we would be charged the difference. We agreed to pay this difference minus the cost of the diagnostics that ***** charged us along with the cost of a complementary oil change which had been offered because of our inconvenience at approximately $60. He agreed to provide these credits.After no word for days from TireChoice regarding when the work would be completed, on 8/23/22, we decided to pick up the car and take it to ***** to repair as, at this point, we had no reason to trust TireChoice’s service. However, when we arrived, they were test driving the car and we were finally able to pick up the car for a second time. They indicated that we owed the difference of $424.29. We expressed our surprise and skepticism that this was an accurate charge. If so, the ***** part would have cost $424.29 + $506.20 that we had paid for the original part + $210 that was offered to us in credit due to the inconvenience and additional cost we had already incurred as a result of them having trouble fixing the problem correctly. If this was correct calculation, the ***** part would have cost $1140.49. When we brought this to the manager’s attention, his response was “Yep, that’s what they charge because they know their parts work”. When we returned home, we noticed that the TireChoice documentation, listed the genuine ***** alternator as $639.28. That prompted us to seek a price quote from a ***** dealership. They indicated that they would sell us an original ***** alternator for $670. This further substantiated that we were significantly over charged for a part that should have been under warrantee. Monro Inc states that they put in 15 hours of labor to resolve the problem with our vehicle. The representative at the store we went to, stated that it was approximately 7 hours of labor. Regardless, the number of hours is irrelevant because it was all labor under warrantee. TireChoice also did not charge us for a battery sensor that they had installed when they agreed that the part was not necessary and had been replaced as a result of their misdiagnosis. Finally, while TireChoice paper work indicates that we declined old parts, we were, in fact, never offered that option. This adds to our skepticism as to whether the alternator needed replacing at all. Additionally, we expect to be reimbursed $501.21 representing the difference in what the ***** part actually cost and the amount that TireChoice indicated they had paid for it when they charged us for it. We would also like TireChoice to agree to the cost of replacing the wiring harness (reference plug) which was broken in their initial attempt to replace the alternator.
Business Response
Date: 09/16/2022
This letter is in response to the complaint from ****** ******-******, #********.            After re-visiting
this matter with our director, we would be willing to refund the difference in
the price we charged for the ***** specific alternator and our cost for the
part.   The difference in this pricing is
$266.10 + tax = $287.39. Ms. ******-****** was informed that the aftermarket
alternator may be an issue with the vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 09/24/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******-******
Initial Complaint
Date:08/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 22, 2022, Monro Auto Service at 1745 Western Ave. in Guilderland took possession of my 2005 ****** after it broke down when my son was driving it on Route 2 in Petersburgh NY. Since that time the staff at Monro has jerked us around on an almost daily basis, refusing to tell us when the work would be complete. We were given an estimate of $3500 initially to have head gasket replaced. Then they added $1000 to that estimate due to some problem with machine shop. We have no clue when the work is going to be done. We no longer trust them to fix the car in a timely way or even to know what they're doing with the car. My husband **** ******** and my son ****** ******** have called Monro dozens of times and we can't get any answers except it's almost done. We want the car returned to us so we can have a reputable mechanic where we live (Greenfield MA) take care of the problem/evaluate what was done to the car at Monro.
Business Response
Date: 08/25/2022
This letter is in response to the complaint from **** ********, #********.            I spoke
with the Guilderland location where Ms. ********’s son’s vehicle was being
service and when her son broke down our shop determined that the vehicle needed
an engine.   The guest decided to go with
a rebuild of the engine rather than a replacement therefore the time to rebuild
an engine takes about a month if not longer.   The shop has finished the rebuild of the engine and has returned the
vehicle to Mr. ******** on August 24, 2022. We apologize that Ms. ******** was not
satisfied with the length of time that this service took.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:08/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1. My oil changes at this location: 5/2003, 9/2003, 4/2004, 5/2012, 5/2013, 2/2014, 6/2015, 7/2016, 5/2017, 8/2017, 9/2018, 4/2019, 8/2020.
2. Oil pan screw was found stripped during 7/2016 oil change. Screw was overly tightened during 6/2015 oil change.
3. New oil pan screw (not original ****** ****** part) purchased by tech across street at *’****** Auto Parts, **** * ******** *** ****** for oil changes 7/2016, 5/2017, 9/2018, 4/2019. After each of these oil changes, there was oil leaking on my garage floor.
4. I complained to manager about the oil on my garage floor at 5/2017, 8/2017, 9/2018, 4/2019, and 8/2020. Manager said 8/2020 he would get a plug that would solve problem. I asked if a washer would also be used.
5. I discovered he used an over size plug that caused a severe oil leak, saturating cardboard and paper placed under the vehicle to soak up the oil. I added up to an additional quart of oil. As of this date, 8/21/2022, the oil is a quart low. I have stopped driving this ****** ****** because of the severe oil leak.
6. Finally, on 8/19/22, I asked the Manager to fix the problem, i.e., a new oil pan. He assured me he was giving me the best possible price, $668, normally he said an “$1100 job”. But, he called the next day too add the part’s shipping and a new gasket, new price $721.65. He would not budge.
7. A highly recommended shop gave me a bid of $800 before negotiation.
8. Additionally, he would not admit the shop caused the problem, blaming the vehicle’s age and, in his estimation, oil changes every 3000 miles. I can verify the oil was changed an average of 5805 miles. There was never oil leaking until this business overly tightened the oil pan screw, causing it to strip when removed.
Business Response
Date: 08/22/2022
This letter is in response to the complaint from **** *****,
#********.            I was able
to pull two invoices that we have for Ms. ***** due to us acquiring the
location on November 17, 2019.   We do
see that Ms. ***** had an oil change with the shop at **** ***** ******** ***** *** ****** Ms. ***** brought her 1996
****** ****** for an oil change on August 14, 2020, then again on August 21,
2020. On August 21, 2020, the shop did
replace the oil drain plug for Ms. ***** for customer satisfaction. I do not see that we have had Ms. *****’s ****** into our shop since August of 2020 and at that time the shop noted that the
vehicle had 195,996 miles on it.   Unfortunately,
we would not be taking responsibility for the oil pan that needs to be replaced
on the vehicle due to the drain plug being removed from the oil pan as many
times as it has since the first oil change on the vehicle this would be considered
wear and tear that has caused the drain plug hole to wear out and in return the
oil pan would need to be replaced.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Customer Answer
Date: 09/26/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I attached several copies of the invoice. Let me know if they were received. If you want to call ***** **** ******* **** ******* their phone number is ###-###-####. They “marveled at the condition” (other than the damage to the oil pan and oil filter not properly tightened) of my ****** ******.Sincerely,**** ******* *****

Regards,

**** *****
Business Response
Date: 09/28/2022
This letter is in response to the complaint from **** *****,
#********.            Thank you,
Ms. *****, for providing the documentation from ***** ******* **** ******* I have forwarded the documentation over to
our Risk management department for this to be investigated further due to Ms.
***** stating that the oil change that we performed in August of 2020 caused
her oil pan to need replacing.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.
Initial Complaint
Date:08/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Took my car into Tire Choice on June 4th for a grinding noise on my passenger side tire brake. The mechanic I did business with was Dustine H******. And he was filling in for his manager, Gary. And during the initial greeting Dustine informed me his name is DJ, he worked on my car and told me he'll contact me when it would be ready, and called me June 5th saying it was an alignment issue and additional parts would be necessary to complete the task, I agreed as long as the issue would be resolved. June 6tn he called me and said his work was done and the car was ready. I paid $735.53 for parts as well as labor. A day passed and there was still grinding and now there was a rattling noise. So I took it back into Tire Choice and DJ said he'd work on it again free of charge as he needed to make additional repairs that weren't resolved last time. And he threw in a "complimentary oil change" as his apology for his mistake.
I had to wait a week until I got my car back and was forced to resort to other means of travel to work.
August 16th I am driving in a residential neighborhood no more than 25 mph and I lose control of my car, hear a crashing noise under my hood, and all of the sudden the car falls off it's axel, and a part of my car rotor pierces the front right tire and causes a flat tire-- forcing me to the side of a busy road. I call *** and have them tow and seek an answer for this bizarre occurrence since I did not hit anything and was at no fault. A worker from *** -- **** * ******** *** ********* ** 43230 -- named Matt called me and said they traced the fault of this incident to a missing part that should have been placed back by a recent mechanic. After hearing this I had the truck towed to that mechanic because it is their fault(Tire Choice- Dustine H******) and they must fix it. Gary called me and claimed repairs are done and I received my vehicle August 19th. But was denied a refund for all the trouble that was caused 3 times over.
Business Response
Date: 08/22/2022
This letter is in response to the complaint from ******* *****, #********.            I was able
to pull the invoices for the three visits that Mr. ***** had at our shop.   I do apologize that Mr. ***** did have to
return to our shop multiple times to correct the issue with his vehicle. As
customer satisfaction I am offering a refund of part of the labor cost that the
shop charged on Mr. *****’s 2010 **** ******.   In total the refund will be in the amount of $197.80 this is around half
of what Mr. ***** paid in labor costs to repair the noise that he was hearing in
his vehicle.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

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Monro, Inc. is NOT a BBB Accredited Business.