ComplaintsforMonro, Inc.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, I purchased a ******* for a Four Wheel Alignment at Tire Choice on November 5, 2024. On November 9 I visited the Tire Choice in Xenia, Ohio to use this ******* and received a Four Wheel Alignment. This was between 2:30 and 3:00 pm EST. I entered the business and told the attendant what service I was wanting. He (a younger Caucasian male with a shaven head) printed paperwork for the service and I saw the price of $159.xx. I told him (Corey was his name I believe) that I had a *******. He re calculated the price and replied that it would be $13.xx. Although this was not what it should have been due to having pre purchased via *******, I agreed to the price. The attendant printed new paperwork authorizing then to bring the car into their shop. The price on the new summary was $79.xx as best I recall and I stated I had pre purchased and should be paying zero dollars. They never asked for the ******* code which I marked as redeemed thinking that the second round of pricing would be correct. I declined the charge due to the fishiness of this experience. I was handed my key and I left. I have since contacted Tire Choice customer service and reported my experience. The agent (Mark) advised em to contact Monro customer service. I have called them twice today, requested a call back, was not called back (after two hours) and have called again and have been waiting for 30 minutes to get a person to have this issue corrected. I have dialed ###-###-#### to reach Monro. The resolution I am seeking is for Tire Choice to honor the ******* and provide the Four Wheel Alignment at zero dollars due to me having already purchased from *******. I want this honored at one of their Kettering locations, not Xenia.

  Business response

  11/19/2024

  This letter is in response to the complaint from ***** *****, #********.            We apologize ***** was not happy with the cost that was going to be charged to him after purchasing his Alignment with *******.   Unfortunately, because the code was redeemed by the guest the code is no longer valid for the service to be used at any of our locations.   The guest would need to put in a request to ******* to be refunded for the service due to it not being performed than once that has been completed the ******* codes are good at any of our locations.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/19/2024

  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.******* has issued the refund on November 19. Thank you, ***** *****

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had my truck towed to Monro in Burnham PA to get a new universal joint. When picking up truck it would only crank and start with ether but shut off due to lack of fuel. Was told my truck was in security mode so I had it towed to the **** dealership to get taken off. Truck was never in security mode and I was told I needed a fuel pump which if diagnosed properly I would have had it taken care of at Monroe resulting in $200 out of the $300 spent on towing. My bill at Lake **** was $169.75 and I ended up having to get my truck towed home. I am asking for a refund on my service at Monro totaling $518.34, my bill at Lake **** totaling $169.48 and my towing bills from ******* Towing totaling $300.

  Business response

  11/19/2024

  This letter is in response to the complaint from ********* *********, #********.            We apologize that our location was unable to diagnose all the concerns that the vehicle had that were causing the staring and running issues.   We agree that we will be refunding for the cost of the battery that did not fix the concerns with the vehicle however we do not feel that we would owe for the diagnostic at the dealership, and we also will not be paying for the tows the vehicle required.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/19/2024

  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

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/18/2024, I took my 2020 ***** *** to Mr.Tire to repair front driver side tire. The tire was unrepairable. Being an all wheel drive vehicle I ordered a tire online and Mr. tire installed it around October 14, 2024. A few days later, I notice damaged to the front passenger and rear driver side bumper of car. I knew the car had recently been serviced at Mr. Tire, and was suspicious of them damaging my car. I had no prove until one of there service manager: Justin S**** ###-###-####, called me and told me a technician by the Name Mike "W******** was pulling my car in the service bay when he ran into the back of his truck damaging my front bumper and proceeded to back up and putting a small dent in rear bumper. I did inform the service manager by the initial CGB at Mr.Tire who told me to get an estimate and contact the corporate office and they will handle it. I contacted the Corporate office ( ###-###-####00) on 11/11/24and was told they would called me back within 24hr. I called again today and left a message but no one has reached out to me concerning this matter.

  Business response

  11/14/2024

  This letter is in response to the complaint from ******* ******, #********.                We apologize that Mr. ****** had not heard from our insurance company within 24 hours of us filing the claim with our claims department.   Unfortunately, we do not control how long it will take another department to reach out when we no longer have the case on our case load.   ********* has been made aware of Mr. ******’s case and the contact information for the agent that is handling the case is ******* ****** and his phone number is ###-###-####.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/15/2024

  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.********* Insurance, claims department ###-###-#### contacted me concerning this incident on 11-14-2024. I was informed that the manger Of this facility, Mr. Chris B**** and technician mike were not aware of any damage occurring to my vehicle. I then explained to ********* claim adjuster, I have a business receipt from Mr.Tire, initialed by Chris B****, acknowledging that I brought my 2020 ***** to the shop on 11/7/2024 to show him the damage that had been done. Waiting for insurance adjuster to make a final determination after he has an opportunity to speak with service manger who witness the damaged done.  Justin S**** ###-###-#### Regards, ******* ******

  Business response

  11/19/2024

  This letter is in response to the complaint from ******* ******, #********.                There is nothing further we can do here at guest services regarding the claim that ******* has filed against our company.   Once this is in the hands of our insurance company they would have to be the ones to determine liability in this case.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Monro on 11/03/2024 and dropped my car off for a free inspection because I was hearing a grinding noise from my car. The store manager Joseph asked me when was I hearing the noise and I explained to him when I reverse as well as when I take my foot off the gas pedal I hear it louder but it’s almost constant while I drive. He said they will do the inspection then call me with what they find. Later that day he called me and said the noise is coming from both my wheel bearings and I needed to change them on both sides. He also said the engine air filter looked dirty. I then told him go ahead and repair all 3. The left wheel bearing, the right wheel bearing and the engine air filter. He called me on 11/04/2024 and told me the car was ready for pick up. I came to pick the car up and paid $1,220.03. I started to drive home and I heard the same exact noise as I did when I first dropped the car off. I then went back to Monro and told Joseph I wanted a refund because he did not fix my car. He was giving excuses that he can’t process my refund I have to contact the corporate office. He said if I still hear noise it’s because of the transmission. I told him why didn’t he state that before telling me replacing the wheel bearings he said he didn’t know … This seemed off to me as a auto repair shop telling me he didn’t know. I contacted corporate and asked for a refund. Corporate then said I needed to take my car to another shop to prove that the noise was not being caused by the wheel bearings. So on 11/09/2024 I took my car to *********. ********* asked me what was going on and I told them I hear a grinding noise when I drive my car. I told them it gets louder when I reverse and when I let my foot off the gas pedal. They charged me $117.99 for an engine analysis and told me the grinding noise was due to my right engine mount being broken. They charged me $443.87 to fix the right engine mount. When I picked the car up and drove home the noise had completely went away.

  Business response

  11/14/2024

  This letter is in response to the complaint from ******* *****, #********.                Ms. ***** spoke with our customer service department and provided the documentation from ********* regarding the motor mounts being the concern with the vehicle.   The matter did need to be discussed with our director due to the bill being over $1000.   The representative did get approval to refund what the guest paid our shop due to the work they did was not successful in resolving the noise concern of the vehicle.   Ms. ***** paid with two different cards, so we had to refund in portions.   The first refund in the amount of $720.03 which was refunded on November 12, 2024, back to a **** card.   The second refund will be processed today November 14, 2024, this is being refunded back to the ********** in the amount of $500.   It can take 3-5 days for the refund to reflect to the cards from the date of processing.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/14/2024

  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

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction: Oct 25th 2024 $1596.32 Told me my catalytic converter and both o2 sensors needed to be replaced to fix check engine light - didn’t have any symptoms before besides the light itself. Called keeping up with maintainence for the health of my vehicle and to pass pre trip inspections. Upon return, my car was in much worse condition with high idling, major exhaust fumes in the cab, and engine rattling. Each time I mentioned different issues, it was “all ok” after they look at it, but nothing has been resolved. Took it to a neighboring Monro to look at it for a 2nd opinion and they found a cracked manifold which is directly connected to the catalytic converter that was replaced. Return to the 1st Monro with this information. They claim that because it was looked at by their other shop they can’t eat the cost to repair the damage that was caused by their initial job.

  Business response

  11/14/2024

  This letter is in response to the complaint from ******* *****, #********.                Ms. ***** spoke with our customer service department on November 11, 2024, and explained that there was damage to her manifold and the representative did her due diligence and spoke with the shop than proceeded to forward Ms. *****’s contact and vehicle information over to our risk management department for the matter to be investigated further.  The risk management department does request 48- 72 hours for someone to reach out from our insurance company to start an investigation.   If Ms. ***** does not hear from the claims department, she can reach back out to our guest services department and the agent will be able to get her in contact with an agent in the claims department. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/15/2024

  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 initially filled out a “Contact Us” form on the website on 11/3 and heard no response. I did call customer service who the employee was very kind and said Risk Management would call me. I have not received a call yet and tried calling a few times with no answer today. I feel like I’m being passed around and I would like someone to please give me a call. Around 3pm during the weekdays as it will be much easier to handle this. Or anytime on the weekends. I cannot wait for this resolution to get my car repaired. This has costed me so much time and money. I had to take it else where to replace the part since I don’t trust any of the Monro shops near me and have not heard any response soon enough when I initially reached out.All I’m asking is for the reimbursement for the repair. As well as management training for the service centers to help other customers out. I was extremely disappointed when they lied directly to my face about the layout of my car and got defensive when I brought it up thinking I don’t know. And down playing the exhaust smell as “tar”..?? Even had a conversation with another customer while his brakes were getting fixed from the techs errors that he watched happen and they acted like they didn’t mess his car up. Saw the whole thing. Crazy, like where is the pride in the work? Thank you for hearing out my frustrations. Regards, ******* *****

  Business response

  11/19/2024

  This letter is in response to the complaint from ******* *****, #********.                I have reached out to our risk management department regarding Ms. *****’s claim, and they have informed me that our insurance company has made a few attempts to contact Ms. ***** regarding her claim so the representative that Ms. ***** will need to reach out to is ****** her contact number is ###-###-#### and her Claim number for reference is *** *****Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our vehicle to Monroe to be fixed. They were supposed to fix the brakes and the AC. They have had our car for over two months about a month ago. They said it was fixed. I picked it up to have the stability track and ABS light on the dash. They still passed it for inspection then while I was driving the ABS light went off and my brakes wouldn’t work. The very next day, the AC or heat would not work. So we ended up taking it back and now they’re saying that they cannot fix it. They don’t know what’s wrong. The AC and heat still does not work. The brake lights are still on the dash they said that we would have to pay to tow it and pay to have somebody else fix it. They refuse to give us a refund for what we paid to have it fixed. And it is still not fixed. I have been without a car for two months because of this. my husband has reached out to corporate office. and they have given no resolution they have also told us as well as the shop that we need to have it towed to a different shop and pay all over again to have it fixed because they cannot do it but yet we paid them almost $2000 to have it fixed which they will not give back.

  Business response

  11/07/2024

  This letter is in response to the complaint from ******** ******, #********.            We apologize that ******** is not completely satisfied with the services that have been provided by our location in Elmira NY.   I do see that we have a complaint in our system for ********’s services as well as the concerns that have been going on at the location and the technician that was doing services on ********’s vehicle no longer works for our company and ******** along with ******* have been asked to have their vehicle towed to a shop of their choosing and have an estimate of what it will take to fix the vehicle.   Once we receive this documentation, we will be able to better assist with this matter.   We would not be able to offer a refund of the services that have been provided due to us no knowing what it will take to fix the vehicle.   The guest has declined to do this and stated to the agent that they would be in touch with their Lawyer and reach out to the Better Business Bureau.              There is nothing further we can do at this time and no refund will be offered.   Please provide an estimate of what it will take to fix the vehicle and we can review it at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $592.10 for a pair of defective front brakes. I was refunded $191 for labor only. The 2nd set of brakes put in 3 weeks later were also defective. I should also add that my lug nuts on my rear tire were not put on causing my tire to fly off in heavy traffic, striking another vehicle. Rear defective brakes put on. After all of this my vehicle was taken to a dealership. I was told my vehicle was dangerous to drive; my tire was wobbly and could of fallen off. There was more damage that Monro ignored. Monro paid $2672 to the dealership to repair what they ignored to fix correctly.

  Business response

  11/07/2024

  This letter is in response to the complaint from ****** **********, #********.            We have reviewed Ms. **********’s case and because our insurance company has paid for the repairs to be done on the vehicle including the repair on the brakes it was agreed upon with the director that we would only be refunding the guest for the labor that our store has charged due to the work being done incorrectly.   We would not owe Ms. ********** for the brake work in full.   There is nothing further we would do regarding this case.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/07/2024

  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. Regards, ****** ********** I paid $592.10 for defective brakes, that put me in danger and anyone else on the road. That $2672 that was paid to the dealership to fix the defective work done by Monro was to cover the expense of the 2nd set of faulty brakes not the first that I paid for, and also the first set of faulty rear brakes. It also covered so many defects found by the dealership that Monro did not correct, but let me drive out of Monro, knowing shoddy work was done on my vehicle. That $2672 had nothing to do with the money I paid out. $592.10. 

  Business response

  11/07/2024

  This letter is in response to the complaint from ****** **********, #********.            We would not be processing any further refund for Ms. ********** as it has been explained to Ms. ********** that we would only be refunding the labor that was paid to our company as a customer satisfaction gesture we would not be refunding anything further.   Our insurance company has made Ms. **********’s vehicle whole.  We do apologize that Ms. ********** had this happen after our services were performed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/2/ 2024 I took my car to Mr. tire for AC service. Which was performed. I came back on 7/3 because the AC was still not working properly and the car was still hot. I was told by the manger Rick that It was working properly and just taking longer to cool and I should take it to the dealer. I returned again on 7/5 because I had paid for this service and wanted it serviced properly. I was told by another manager Fred that the refrigerant they used was different and that is as cool as it was going to get after being called crazy. I did an 7/6 online complaint with the Munro company and never received a return call or email. On 7/10 I went in to Mr. Tire because I noticed I had been overcharged for service. I was told that was how the billing rang up from the company. On 7/15 and 7/18 I left customer complaints messages at home company with no response. I finally reached a customer service rep told Lorraine. She helped me with a case #. I took my car to the dealer. I was informed that the wrong refrigerant was used in my car. They are not able to do an evac of the refrigerant because it is contaminated. It will cost me over 1000,00 to be repaired.

  Business response

  11/07/2024

  This letter is in response to the complaint from Gina *******, #********.            We do have a complaint in our system for Ms. ******* regarding the freon concerns with her vehicle and it has been forwarded over to our risk management department.   I have reached out directly with our risk department, and they are setting up a claim with our insurance company ********* and Ms. ******* should be receiving a phone call from Travelers either later today or tomorrow to start the insurance claim process with her.   We apologize for the delay.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/07/2024

  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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 26, 2024 at approximately 1pm I went CarX at 424 37th St Frontage Rd NE, Rochester, MN 55906. My Steering wheel would shake/vibrate at highway speeds. CarX said front wheel bearings needed replacement. I agreed to have that service done and that I needed to leave for work at 6pm. I was told no problem, they closed at 6pm anyways. I did not get my car back until 8pm that evening. Donyae F******, the manager, said the ABS sensor lights were on, but since I had to wait so long for the wheel bearing job to be finished, they would fix that issue on the house. I appreciated that and I showed up the following Saturday for the sensor to be fixed. Steve, a technician, couldn't find the sensor. I was to show up another pre-arranged day, which I did, only to be told they needed to order the part. Yet ANOTHER day I was told they installed the part on another car the previous day. Fed up with this nonsense, I went to a different auto shop to have the ABS sensor fixed. I was told that the wheel bearing was installed incorrectly and that the sensor can't read/communicate with the wheel bearing. I have spent hours on hold and attempting to communicate with and sending documentation to Monro, trying to get them to remedy this issue. They have no clue what is going on. Today I was told they would reimburse me for the ABS sensor. Which I cannot fix because CarX installed the wheel bearing incorrectly. Why wouldn't they reimburse me for the botched job they did? I am moving out of the area in a couple of weeks, I told this to the agent the first time I called Monro so I could hopefully get this issue resolved in a timely manner. My move is going to require me to do multiple drives an hour and a half away. They are not trying to fix this issue and are wasting my time, much like the two weeks CarX spent telling me to come back to get the sensor fixed in the first place.

  Business response

  11/06/2024

  This letter is in response to the complaint from ****** ******, #********.            We apologize ****** had this concern with her ABS sensor after our location installed a Wheel bearing on the vehicle.   We also apologize for the length of time it took for the shop to complete the service on the vehicle.             I have reviewed the documentation that ****** provided, and it has been determined that we would refund what it cost to fix the sensor on the vehicle.   There is nothing on the documentation from ********* ******** that states there is a concern with the Wheel Bearing we installed on the vehicle only that the ABS sensor needs to be replaced.  The total refund we are willing to offer is $326.26 which is what it cost for the diagnosis and replacement of the ABS sensor.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Business response

  11/14/2024

  This letter is in response to the complaint from ****** ******, #********.            I have reviewed the documentation that ****** has provided regarding the wheel bearing we had installed and what the ********* **** **** has done on the vehicle.  And we will be refunding ****** the cost of the wheel bearings that we charged for due to the part being installed incorrectly and causing the issue with the ABS sensor on the vehicle and when ********* **** **** went to install the ABS sensor they informed the customer that the wheel bearing would be recommended to be replaced due when removing the wheel bearing it would be damaged and would need to be replaced again.              The refund will be processed on November 18, 2024, in the amount of $631.89 which is what the guest paid us for the service.   The credit should be available within 3-5 business days from Monday.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  11/15/2024

  Better Business Bureau:
  
  Although I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, their practices from the beginning leave much to be desired.  
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Ken Towery and got new breaks, rotors, calipers and a new thermostat put on my vehicle. The breaks they put on my car are no good, they didn’t change the tubes in the breaks. When they changed the thermostat they did not get all the air bubbles out. The car then started to leak coolant everywhere and overheat. It has never overheated until they changed the thermostat. I went back multiple times to get it fixed and they did not fix it but continued to make it worse. I have been without the car for 3 weeks.

  Business response

  11/05/2024

  This letter is in response to the complaint from ******* *******, #********.            I would ask that Ms. ******* take her vehicle to a shop of her choosing to have a diagnostic done on the vehicle to determine what it will take to fix the vehicle.   We apologize that Ms. ******* has gone back and forth to the shop to not have the vehicle repaired properly.   Once Ms. ******* sends an estimate of what it will take to fix the vehicle, we will be able to determine the next course of action that we are able to take at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

*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. ↩