ComplaintsforMonro, Inc.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to mr. Tire for a serpentine belt fix & possible oil change and within a day, they had "bad news" about my car. They made my car go from drivable to undrivable. Nothing was wrong with my car beforehand. But managed to somehow mess up the engine so badly that they deemed it "totaled". I'd like for them to put new or even slightly used engine back in my car (at no cost to me) so I can bring it back home. The only way to see the damage or have proof of damage is to pop open the hood and see the damage done. Other than that, I don't have anything written in paper as to what's wrong with the car.

  Business response

  04/25/2024

  This letter is in response to the complaint from Eunice *****, #********.            ****** has a case that has been being handled by our risk management department and our insurance company however our insurance company has deemed the vehicle a total loss and our company is liable for the vehicle.  The insurance company is willing to pay out the guest the worth of the vehicle.  We can offer a refund of the oil change that has caused these concerns with the vehicle however there would be nothing guest services can do regarding the settlement that is going between the insurance company and the guest.   If the guest does not agree with what the insurance company has offered, they would need to reach out to their ********’s agent that is handling their case to discuss the matter further.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  04/25/2024

  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

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I I came here to get tires, and as all mechanics do, they tell you you need something else. The outer areas aren’t kept up well, and after parking I stepped in an ant hill, red ants have chewed holes in my legs. If it’s on the property, it should be well maintained, so that customers are comfortable and safe. I was quoted a price of $1000 for tires I’d found cheaper elsewhere with installation. $150 cheaper. Same thing with break pads… they quoted me $475 and everywhere else said $315. They adjusted the price for the break pads, but not the tires. I paid for an alignment and inspection, after licking my car up… they’d not done an inspection. Which means they don’t check the work they’re supposed to do before calling you to come, and I believe they just hope that you think they did it. Initially, I was told the tires would be there the next day. They weren’t. T the next day, or the day after. I had to call and complain for the manager to think…. Maybe I should try somewhere local? And to top it all off, employees make comments on the clock… that are inappropriate and could be deemed as harassment. Worst experience ever. My brand new tires smell worse than my used ones did, and my brakes aren’t as sharp as they were with my “worn” break pads. To top it all off, my car has two spots on the hood that weren’t there before. My inspection should be free, and I should receive my tires for free. I deserve a refund. The spots that weren’t there before… should be buffed out. I called the number on this page to file a complaint and was placed on hold for an hour. To top it all off, the emblems on my rims are falling off. one emblem I would be like maybe that’s just something that happened but three out of four? I asked them to review the footage the same day that I picked up my car the first time. To see where the scuff on the front could’ve come from they never reviewed the footage. They never fixed the scuff. the emblems should be replaced. Contacting a lawyer.

  Business response

  04/18/2024

  This letter is in response to the complaint from ****** *******, #********.            We apologize that Ms. ******* has had a poor experience with one of our locations.   I was able to find the invoices from when Ms. ******* had service performed on her vehicle in Durham NC and I have sent her information over to our claims department due to Ms. ******* claiming personal injury and damage to her vehicle at our store.   I would be unable to refund Ms. ******* for the brake work and tires that have been installed on her vehicle due to these parts being in her possession.   If Ms. ******* does not agree with the price that was charged for the tires, we would ask that she provide an estimate from a full-service shop and what they would charge for the same tires and install, and we can review that for a discount on the cost of the tires.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been battling with Mr. Tire in Chesterland, the district manager and their insurance company for over a year and a half with regard to damage that they did to my car and have not fixed. I took it in for an oil change in October 2022 and at that time, they cracked my engine. (Yes, it’s as bad as it seems.) They replaced it with a dysfunctional engine and broke the windshield and windshield wiper housing when they put it in. I have been fighting to get my car repaired ever since. There was absolutely nothing wrong with the engine of that car when I took it in for that oil change. My teenage children were just brought home by the local police because the vehicle that we got back a week ago is nonfunctional again. The car that they “repaired” started shaking violently, the check engine light went on, and they had to pull over to the side of the road. A police officer helped to guide them to the police station lot where the car is currently secured. I am a single mother of two teenage kids and cannot afford legal representation. I have documentation of every thing that has been done to that car since the day that I drove it off the lot, brand new and completely paid for. We desperately need that second car and have not had the use of it for the better part of a year and a half. I am about to undergo my second knee replacement surgery in three months and do not need the stress of dealing with this god-awful shady company anymore.

  Business response

  04/18/2024

  This letter is in response to the complaint from ******* ******, #********.            We would be unable to assist here at guest services regarding this matter.  If Ms. ****** believes that the current concerns with the vehicle are related to the work that was authorized by *********, our insurance due to our companies’ services than Ms. ****** would need to speak to ********* regarding this matter.   The last notes that ********* have regarding Ms. ******* claim is as follows,“Received call from Dan at shop and stated claimant's vehicle is all normalwear and tear. He stated her alternator and alternator belt needs to be    replaced as well as her battery. The battery is 5 years old. The muffler   is also rusted and broken off.                                             I informed Dan, that we would not be responsible for any of these damages  as it is unrelated to the loss.”            Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  04/22/2024

  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. For the hundredth time, I am going to say that there was absolutely nothing wrong with my engine when I brought it in. It was quiet and functioning normally and just needed an oil change. Everything went to hell from there. You can also look at your own company records and see that I spent $1900 a week ago to repair the battery, exhaust system, alternator, and belts. The engine still sounds like crap, and my son was brought home by the police because the car started shaking violently and check engine lights went on. None of this was happening before your people touched that car. I have spent thousands and thousands of dollars with your company and the car is still in unusable shape. Dan is a liar and a cheat. I want my car functioning as it was before I brought it in for that oil change. I saved this car for my 17-year-old son to drive and now he can’t. I have been a loyal customer of Mr. Tire since I moved back to the United States from England in 2001. Anything that has to do with Dan and the district manager Bob A******* has completely soured my opinion of the company and the resistance to making things right is not helping the situation. Regards, ******* ******

  Business response

  04/24/2024

  This letter is in response to the complaint from ******* ******, #********.            We would be unable to assist here at guest services regarding this matter.  If Ms. ****** believes that the current concerns with the vehicle are related to the work that was authorized by *********, our insurance, is due to our companies’ services than Ms. ****** would need to speak to ********* regarding this matter.   The last notes that ********* have regarding Ms. ******s claim is as follows,“Received call from Dan at shop and stated claimant's vehicle is all normalwear and tear. He stated her alternator and alternator belt needs to be    replaced as well as her battery. The battery is 5 years old. The muffler   is also rusted and broken off.                                             I informed Dan, that we would not be responsible for any of these damages  as it is unrelated to the loss.”         There is no further action that can be taken here at guest services.  Ms. ****** would need to speak to ********* regarding any dispute she has with the findings in this case.   Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oil change on 03/29/2024 and my oil kept dripping on my garage floor. Took the car back on 04/13/2024 to have them look at it to see why it was dripping oil and they called my husband a liar and after they looked at it they left my oil cap off. We drove it home not realizing they removed the oil cap. Oil exploded all over my engine ( I have pictures of the oil mess). When we call them we had to leave a message and they will not return my call. I also called their main headquarters customer service and when I was explaining my issue the customer service representative hung up on me.. I had to miss a days work today 04/15/2024 to take my car to another garage to get my engine cleaned and a new oil change because Tire Choice put dirty oil in my car. I would like Tire Choice to give me a full refund from original date of service and pay for my day off work and taking my car to another mechanic. Original Oil change = $80.74 New Oil Change and Engine Cleaning $47.99 Day Off Work $145 for 8 hours. Thank You for your time!

  Business response

  04/18/2024

  This letter is in response to the complaint from ****** **********, #********.            We apologize that Ms. ********** has had this experience with one of our locations.   We would ask that she please provide the documentation from the other mechanic that has since redone the work on the vehicle along with her cleaning bill from cleaning the engine.   We would be unable to compensate for the lost work hours that Ms. ********** is requesting.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  04/18/2024

  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 have attached the requested documents. My friends husband did the clean up and new oil change on 04/15/2024 and didn't charge me the normal fee because of how upset I was. I will accept payment for the two oil changes and tire rotation. I don't trust that my tire were rotated because my oil was never changed the first time.   Regards, ****** **********

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had 4 new tires put on my 2011 **** ***** ********. Monro proceeded to put 6 year old tires on my ****. The tires are highly discolored and possibly have dry rot. I contacted their corporate office to express my concerns since **** **** and the Nation Highway Traffic Safety administration advise against using 6 year old tires. This is now a safety concern to even drive this vehicle. Both suggest that tires not be used 6 years after the manufactured date which is the DOT date stamped on the tire, regardless of when the tires were put in service. I have repeatedly asked for a refund so that I can go purchase tires that won’t be 6 years old and a safety risk every day when I drive. It has been well over a month to even get a response of any kind.

  Business response

  04/18/2024

  
  This letter is in response to the complaint from ****** ****, #********.
  
              ****** contacted our office regarding the wheel cover that needed to be replaced on his vehicle and that has been sent to our risk management department to be investigated further.   As for the refund that ****** is requesting, we would be unable to refund for the tires that are on the vehicle we would suggest that ****** take the vehicle to the location in order for them to make the matter right.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2015 **** ** that I bought used in August, 2023. I bought a vehicle warranty as part of the overall purchase. A “check oil” warning light began to display in February, 2024. I took it to an area **** dealership (******* ****, Cuyahoga Falls, OH). The **** dealership ultimately determined that the engine needed to be replaced. The **** dealership told me that it couldn’t do the replacement because my warranty company (******** ************** ***) would only pay for a used engine. I then spoke with a ******** representative (Kyle Jasper, 877-587-9505). Kyle told me that he had found an engine and gave me the names of shops who work with ******** in completing engine replacements. I ultimately spoke with the manager at Mr. Tire in Mayfield Heights, Don, who agreed to complete the engine replacement on February 28, 2024. The car was towed to this Mr. Tire on March 5, 2024 per verbal agreement between Don and myself. Don told me that the engine replacement would begin on March 13, 2024. I called for a status update on March 18th and March 19th. I was told that Don wasn’t available. I reached Don on March 21st. He told me that the car would be ready “the week after Easter”. He noted that his master mechanic, the only person in the shop who could complete the replacement, had been sick and then went on vacation. I called several times during the week of April 1st without getting a call-back. On April 5th, an office manager reportedly had to track Don down and put him on the phone. At this time, he told me that the car would “hopefully” be ready on April 13th. It is April 16th and I have heard nothing. I started a new job yesterday and need it repaired correctly, now, as this job will require me to travel. I have been waiting five weeks to get my car back. I understand that an engine replacement is a complex task, but waiting five weeks is simply not acceptable. I have made two loan payments without having use of the car.

  Business response

  04/16/2024

  This letter is in response to the complaint from ****** ********, #********.            We apologize that the engine replacement has not gone as smoothly as Mr. ******** expected and that the location was not able to get the vehicle finished in the time frame that was originally given.  I spoke with Don and his Master tech is working on the vehicle as quickly as possible however this location is a small location, and they have other customers that need servicing.   Don is hopeful that they can complete the service by end of week this week however they do not want to rush the job due to this being the most important component in a vehicle.   Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  04/17/2024

  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 agree with the Monro Guest Services Manager, Ms. G******,  that an engine replacement needs to be done carefully as the engine is obviously the most important component of any car. I want the repair to be done correctly. I don’t want to go back to this Mr. Tire or the warranty company because the repair was not done correctly. That said, my ability to take the shop’s perspective regarding its being small, its master mechanic not being available, and its having other repairs to handle is gone, to be honest. I have been without my vehicle for six weeks. I feel that the repair of my vehicle needs to be a priority for Mr. Tire. At this point, I want Mr. Tire to give me a specific completion date. I will forego requesting reimbursement for the loan payments, knowing that pursuing this would likely be a fool’s errand on my part.  Regards, ****** ********

  Business response

  04/25/2024

  
  
  This letter is in response to the complaint from ****** ********, #********.
  
              Again, we do apologize that the replacement of Mr. ******** Engine took longer than anticipated to replace however I did reach out to our store this afternoon and I am happy to report that the vehicle was completed as of yesterday and as far as the store is aware Mr. ******** will be picking up his vehicle later this afternoon.  
  
  Thank you for your time,
  
  Theresa G******
  Guest Services Manager
  Monro Inc.
  

  Customer response

  04/26/2024

  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

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date of the transaction was March 2, 2024. The location was Monroe Auto Service and Tire Center at 3939 Rochester Road, Troy, Michigan 48083. Managers name is Darrel

  Customer response

  04/10/2024

  The merchant overcharged me for repairs.   The original estimate to a wheel bearing replacement and the price that I was charged was hundreds of dollars apart.   They were never to do an axle repair.  Also worth noting,  my signature was forged.   Note the signature on the original estimate and the difference on the other documents.  

  Business response

  04/15/2024

  
  
  This letter is in response to the complaint from Dennis ******, #********.
  
              Mr. ****** contacted our guest services department on April 11, 2024, regarding his complaint of being overcharged for his wheel bearing services.  After looking over the documentation that Mr. ****** has provided here at guest services and what he has provided through the BBB I did find that the store overcharged Mr. ****** $199.70 in labor cost compared to the estimate that he received from the shop on February 29, 2024.  The declined services list that was given to Mr. ****** on February 24, 2024, did not have a price for the service due to the shop having to order the part they did not have the price for the part and labor until the part was ordered for the vehicle.  
              In conclusion I will be refunding Mr. ****** the overcharge of $199.70 this will go back to the Visa card that the invoice on March 2, 2024, was paid.  This will be processed on April 16, 2024, and should be visible on the account within 3-5 business days depending on the bank.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer response

  04/15/2024

  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

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/13/2024 Went in for front end work on my truck. When I picked it up the following Friday I got on the highway and drove to lowes. I pulled into ***** and the trackball fell off. Without a trackball you are unable to steer. I had to go into ***** purchase tools and put it back together myself in the parking lot so I could limp my truck back to the shop. When I contacted Monroe corporate about the issue they offered to do some free work on my truck. I told them that is not an acceptable resolution as I'm not comfortable with the shop continuing to work on my truck. They said they would escalate the complaint. I called back on 4-9-24 to check on the status and was informed I would not be getting a call back as they considered the matter resolved. I then explained the situation to her to her and that had it happened 30 seconds earlier I would have lost my steering onthe highway that could have been really bad. She replied with well you didn't die I know that cause we're on the phone right now. We consider this closed and don't owe you anything.

  Business response

  04/12/2024

  This letter is in response to the complaint from ******* ********, #********.            We apologize that Mr. ******** had this experience after having service performed on his vehicle at one of our locations.   Also, we apologize for how our guest services department spoke to him regarding his concern for his life after this experience.   Our shop did offer Mr. ******** to perform the service on the loose parts that are on his vehicle however Mr. ******** declined these services to be performed.   I would also like to note that Mr. ******** was swearing at our guest services department and stated that he would go to the BBB and dispute his Credit Card charge with his bank.               There would be no refund offered regarding this matter as our shop offered a reasonable resolution and the guest has declined the resolution.   There would be nothing further we can offer to Mr. ******** regarding this matter.  Again, we sincerely apologize that Mr. ******** has had this experience. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  04/15/2024

  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'm sorry but their resolution of offering more work to be preformed by a mechanic that made a major mistake in the first place is unacceptable. A refund is absolutely appropriate considering their CSRs unprofessional attitude, my vehicle having MAJOR components falling off, and having to go into ***** purchasing tools and spending two hours in the parking getting it back together good enough to limp back from his shop. A refund of half my money for time, irritation and the fact this could have been very bad is the only resolution I will accept.
  
  Regards,
  
  ******* ********
  
  
  
  
  

  Business response

  04/15/2024

  
  
  This letter is in response to the complaint from ******* ********, #********.
  
              There would be no refund offered regarding this matter as our shop offered a reasonable resolution and the guest has declined the resolution.   There would be nothing further we can offer to Mr. ******** regarding this matter.  Again, we sincerely apologize that Mr. ******** has had this experience.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/22/2024: On the 22nd of February 2024, this place replaced all four of my tires. I have had to add air to all of them about twice a week since they were replaced, not just a few lbs of pressure, I fill them to 30lbs and they drop to 15-18 lbs in less than a week. I take my car back and tell them the problem, and they want to charge me almost 200 dollars for all of the valve stems needing replaced on tires they just put on my car. Says the valve stems aren't part of the brand new tire warranty. I have the reciepts that show all four valve stems, separate from the tires. < pretty sure this is fraud/ theft. I paid for New valve stems, now the business is claiming them to be faulty and not part if any warranty. When I went in to have my tires replaced, the manager told me all of this stuff was wrong with my car adding up to $1500. None of it was wrong. Most of it I just had fixed or replaced by an actual mechanic who is trustworthy. I found a place that will replace the valve stems for way cheaper, because this place will not fix their mistake unless I pay them more money.

  Business response

  04/19/2024

  This letter is in response to the complaint from ****** *********, #********.            We apologize that our location was unwilling to assist ****** with this matter with her valve stems on her tires.   We would ask that she provide a paid invoice from the mechanic that she has had the valve stems replaced and we can review the documentation at that time to see how we are able to further assist.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 24, 2024, a sensor, B1S2 02, came on in our vehicle, a 2011 **** ******.  The vehicle was taken to Ken Towery who checked the sensor and repaired it (see attached).  The total cost for this repair was $392.78.  On Wednesday February 7, 2024, my husband was driving the vehicle, and he noticed the vehicle was not running properly and had no power. He took it back to Ken Towery and they checked out. He was advised to park it at home and bring it back on Friday, February 9, 2024. We rented a vehicle on Wednesday, February 7, 2024 at our expense (see attached). We took the vehicle back to Ken Towery on Friday morning, February 9, 2024 as advised. They replaced the rotors/drums, brake caliper hose, master cylinder and brake booster, clean and lube Caliper slides and braking system on opposite axle (see attached).  Our vehicle was ready Friday, February 9, 2024 around 6 p.m.  After paying them $2,030.00, my husband picked up the vehicle and followed me to the Bluegrass Airport to return the vehicle. The car drove fine. On Saturday morning, February 10, 2024, I drove the vehicle and the vehicle was not performing as it should, starting out as sluggish, brakes tight, and speedometer immediately declining when I came to a stop sign or stop light, and then I began to smell an odor like fluid burning. I pull over into a public parking lot and we had the vehicle towed back to Ken Towery. They told us the vehicle would be ready on February14, 2024.  At this point we had to rent another vehicle, which we did on Monday February 12, 2024, with return February 14, 2024 (see attached) as we were expecting our vehicle to be ready.  We returned the rental on the 14th.  Before we returned to Ken Towery to get our vehicle, they called us on the February 14, 2024 and said our vehicle was not ready and needed a part, a Hydraulic Control Unit. We told them to order the part. They then called us back when the part came in and said that the part did not work and they would need to take our vehicle to **** ****** ****.  Vehicle was towed to **** ****** **** on February 15, 2024.  On February 17, 2024, I went to Ken Towery and talked to the manager, Armando G****** He told me that I now have a bill totaling about $3,000.  When I asked what this entailed, he told me he could not tell me until everything was finalized. I told him I only wanted to get my finances together.  He would not give me any information. He also stated that the District Manager did not want to give us a break with rental car nor would we get the $250 off the part that they had ordered, and that (subtly), if I did not stop asking questions, they would charge us 100%!On Monday, February 19, 2024, we went to **** ****** **** to check on the vehicle and it was running, but they wanted to do a test drive before releasing it.  We were advised to call back after 1 p.m., which we did and the car was waiting for Ken Towery to pick up the vehicle.  **** ****** **** had diagnosed that the brake lines HAD NOT been bled as they should have been by Ken Towery.  **** ****** **** did 6 ABS bleeds and 2 manual bleeds and released the vehicle back to Ken Towery, charging them $339.90.  On this same date, I went to Ken Towery to get detailed information about the $3,000 in charges.  Immediately, Armando G***** started explaining that he had already spent 30 minutes talking with me and was not willing to do it again.  I explained several times that we didn’t want the final bill, we just wanted to know what the $3,000 entailed.  We went back and forth to no avail.  At this point, we had no choice but to call the Monro representative, Teresa G*******.  We explained to her what was going on, and she put me on hold. When she returned that $3,000 bill had been reduced to $1,265.72 minus the car rentals with our charges equaling $630.24.  We paid this, and drove the car home, which was approximately ½ mile.On February 20, 2024, the vehicle breaks down again with the same issue.  We call Teresa G*******, and she told us to have the car towed back to **** ****** **** because they had “touched it last.”  We also called Ken Towery and spoke with Armando G*****, and he said they no longer had any responsibility for the car because they had sent it to **** ****** ****, **** had returned it to them and released it as fixed.**** could not look at the vehicle until February 22, 2024.  On Friday, February 23, 2024, **** informed us that the car needed a new ABS Module and ABS control valve.  Our vehicle is still housed at **** ****** **** as the part needed is on back order, and they do not know when the part will be available.  At this time, we have no vehicle.  This has caused us a tremendous amount of stress due to the negligence of Ken Towery’s Tire and Auto Care. We have paid Ken Towery $3,053.72 to work on our vehicle and they did not fix it. In fact, they only made it worse causing the vehicle to have to be sent to **** ****** **** to correct what they messed up.   We are two seniors, living on a fixed income, and are not able to af**** another vehicle.   We have received a check for $1,161.72, which is the cost for the work that **** ****** **** is doing at this time.

  Business response

  04/18/2024

  
  
  This letter is in response to the complaint from ***** ******, #********.
  
              We apologize that Ms. ****** is having this experience after having service done with one of our locations.  We would ask that Ms. ****** provide documentation from where the vehicle is currently regarding the services that are needed on the vehicle and the finding of the technician, and we would be able to review the documentation at that time.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

  Customer response

  04/20/2024

  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.
    WHEN WE INITIALLY WENT TO THE REPAIR SHOP WE HAD MINIMAL ISSUES WITH OUR VEHICLE.   THE WORK THAT WAS DONE AT KEN TOWERY WAS DONE WITHOUT THE PROPER TOOL FOR THE BLEEDING PROCESS. WHICH CAUSED OTHER PROBLEMS WITH OUR VEHICLE.  IT WAS THEN SENT TO **** ****** **** TO BLEED THE LINES PROPERLY, WHICH THEY DID, BUT THE DAMAGE WAS ALREADY DONE.  WE PAID AN ADDITIONAL 630.24 FOR THE BLEEDING PROCESS.  WE WERE NOT REIMBURSED. NOW OUR CAR IS STILL AT **** BECAUSE THE PART IS NOT AVAILABLE AND ON BACK ORDER. WE HAVE BEEN WITHOUT A VEHICLE THIS WHOLE TIME. .  THEY AGREED TO  PAY MOST OF THE AMOUNT **** IS CHARING FOR THE REPLACEMENT PART AND INSTALLATION,  THIS HAS BEEN A BURDEN ON US AS WE ARE IN OUR MID 70s.  THIS HAS CAUSED US MUCH STRESS AND EXTRA EXPENSE AS WE HAVE PAID TOWERY OVER 3,000 DOLLARS AND OUR VEHICLE IS STILL AT **** WAITING TO BE FIXED WHEN THE BACK ORDERED PART COMES IN.
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Business response

  04/24/2024

  This letter is in response to the complaint from ***** ******, #********.            We here at guest services have reviewed the documentation that Ms. ****** provided our department regarding the finding of the dealership and what it took to correct the vehicle.   As Ms. ****** has stated the refund was provided for what it took the dealership to make the vehicle whole after we provided services.  There would be no further action taken in this matter.               The guest was made whole when we refunded what it took for the dealership to fix the vehicle there would be no further refund offered.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

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