Monro Muffler Brake

This letter is in response to the complaint from [redacted] J [redacted] , # [redacted] Mr [redacted] chose to have repairs performed on a vehicle that was totaled out by his insurance companyMr [redacted] told our shop, which is confirmed in writing on our invoice, that the vehicle had overheated and stalled out before the vehicle was ever brought to our shop It is my understanding that Mr [redacted] was contacted by our local Market Manager, Eric A [redacted] , who asked that Mr [redacted] bring the vehicle back to our shop so that he could personally look at the vehicleThis request was declined and our company has not seen the vehicle or heard from Mr [redacted] since thenMr [redacted] has not allowed our shop to see the vehicle and has not provided documentation to support his claim that our shop’s work was the cause of the engine damage At this point it is not possible to tell when the engine head was damaged due to overheating because the vehicle overheated before our shop started working on the vehicleOur company is not willing to take responsibility for the damaged engine because of this reason and we will not be taking further action to address this matter at this timeThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] Mr [redacted] dropped his vehicle off at our shop and before leaving told our Store Manager that in order to get the vehicle started the key will need to be wiggled in the ignitionAfter four employees failed to get the vehicle started in the parking lot, a call was placed to Mr [redacted] to inform him that we could not get the vehicle startedMr [redacted] then accused our shop of breaking his vehicle’s ignition switch No work was performed on Mr [redacted] ’s vehicle and it came in with a preexisting issue with the ignitionOur company will absolutely not be taking responsibility for this issue and I have included a copy of the invoice that details the events that took place at our shop that day to in order to support our company’s position on this matterThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] . I have personally spoken with Ms. [redacted] about this situation and I recently left her a voicemail stating that I agreed that our shop misdiagnosed the air conditioning issue and that I felt she was... owed back the money she spent at our shop. I also explained in the voicemail that it will be the credit card company that would be issuing the credit and that it was nothing that I could expedite the process myself. Ms. [redacted] should see this credit back to her account within the next few weeks. This situation could have been handled much more quickly had Ms. [redacted] simply contacted our company first instead of disputing payment with the credit card company. Our company is not looking to collect the money that Ms. [redacted] paid to our shop and this matter has already been handled. Thank you for your time, Kyle P [redacted] Customer Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] P.SMany thanks to the Revdex.com employee that handled my complaint I received the gift card only days after turning this over to you Kudos for your help and speedy responses Have a great day You are appreciated!

This letter is in response to the complaint from [redacted] W [redacted] , # [redacted] Our local Market Manager, [redacted] M [redacted] , contacted our customer, [redacted] , about this complaint [redacted] and [redacted] discussed the situation and agreed that three free oil changes would be an acceptable resolution to this matterI agree that Ms [redacted] should have left with the repairs done correctly the first time, that much is beyond dispute, but we have corrected this issue for Ms [redacted] at no further cost to herMr [redacted] has stated that he is planning on contacting the Attorney Generals Office about this matter and he has the right to do soOur customer, [redacted] has been handled to her liking by our Market ManagerThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] . A refund of $51.45 was credited to Ms. [redacted] ’s Visa Card ending in 9460 on 3/10/2016. I apologize if Ms. [redacted] ’s calls were not returned, but the credit posted to her account on 3/12/2016 according to our... records. I would ask that Ms. [redacted] review her account so that she can see that this refund was processed already for her. Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] C [redacted] , # [redacted] I appreciate that Mr [redacted] gave us an opportunity to try and resolve this problem by calling our Customer Service Department before contacting a third partyAccording to our records Mr [redacted] had approximately $worth of exhaust work done at no charge to try and resolve his exhaust issue on 11/23/Mr [redacted] has not made any attempt to contact us back since and we are in disagreement that we caused his exhaust issuesAt this point I believe the complimentary services we have performed have adequately addressed Mr [redacted] ’s complaint and I am not going to offer anything further at this time Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] I personally spoke with Ms [redacted] about this matter and never once insinuated that she was lyingMs [redacted] accused us of joy riding her Camaro and using three quarters of her gas tank in doing soI patiently explained that after using simple math I disagreed with her claim and thought it was impossible to do what she had accused us of doingMs [redacted] ’s vehicle has a nineteen gallon fuel tank capacity and her vehicle averages twenty-one miles per gallonShe is stating that we used roughly fourteen gallons of gas while she was away from our shop for about three hoursThis would mean that in three hours we drove approximately two hundred and ninety miles; this simply is not plausibleI explained to Ms [redacted] that I did not think that she was fabricating her story, but that there had to be some misunderstanding or underlying issueOur shop stated there was a technical service bulletin for gauges on this model vehicle “sticking” and not giving accurate readings and that she should contact the Chevrolet dealership to inquire furtherMs [redacted] was extremely upset and I apologized for this, however we did not use the gas that she claims we used We will not be offering her anything going forward past the $store credit offered to her strictly as a show of good customer service Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] A [redacted] , # [redacted] Mr [redacted] has been in contact with our corporate headquarters and Rayanne, our local Market Manager, regarding the situation with his brakesRayanne has recently explained to Mr [redacted] that our shop cannot duplicate the sound that he is experiencing and has asked Mr [redacted] to bring the vehicle to our shop after it has been driven during the day when this issue normally occursAt this point we are waiting for Mr [redacted] to bring the vehicle back to our shop so that we can hear the issue that Mr [redacted] is experiencingWe very much want to resolve this issue for Mr [redacted] but before we know how to fix the issue we need to identify it firstI would ask that Mr [redacted] communicate with Rayanne on the best time to bring the vehicle in to our shop so that we can diagnose this brake noise he is experiencingThank you for your time, Kyle P [redacted] Customer Service Manager

Our local Market Manager, Frank C [redacted] , attempted to contact Mr [redacted] to discuss this matter on several occasions, but never received a call back from Mr [redacted] According to our shop, Mr [redacted] ’s alternator is charging and working as designedUnless Mr [redacted] can provide documentation that details an issue with the alternator that our shop installed, then we will not be taking further action to address this complaint Thank you for your time, Kyle [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] L [redacted] , # [redacted] Ms [redacted] contacted our corporate headquarters on January 12th regarding this complaintThe water pump on Ms [redacted] ’s vehicle needed to be replaced before any other problems with the cooling system could be properly diagnosedOnce it was determined that the vehicle’s head gasket was blown, our department issued a goodwill refund of $to Ms [redacted] due to the vehicle having extensive issues that were not initially expectedOur shop did not cause the issues that Ms [redacted] ’s vehicle has; we simply performed a repair that was needed in order to diagnose the full extent of the vehicle’s issuesWe will not be issuing any further refund for Ms [redacted] and we will not be taking any responsibility for the vehicle’s issuesMs [redacted] has already been refunded a significant portion of her bill purely as a gesture of good customer service, even though our shop did not do anything wrong Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] I would like to clarify that I mistakenly stated that Mrs [redacted] ’ account was already overdrawn prior to our service, which was not correctHowever, our company was given a debit card for payment after being told of the total due for the two tires that were installed This card was used for payment and afterwards Mrand Mrs [redacted] discovered that the amount paid to our company had overdrawn their accountIt is not our company’s responsibility to know the balance on the accounts of customers that are paying for services Furthermore, Mrs [redacted] ’ six overdraft fees were not a result of our company’s charge, but rather the account being used four times after the account already had a negative balanceI do not believe that our company is responsible for the overdraft fees and we will not be issuing a refund to Mrs [redacted] for the overdraft feesThank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] ***, # [redacted] . Ms. [redacted] has already contacted our corporate headquarters to report this issue. We have explained that this 60,000 mile warranty is through the... tire manufacture and not our company. Our local management team agreed to assist Ms. [redacted] however they could in dealing with the tire manufacture. No further offers will be made by our corporate office with regards to Ms. ***’s tires. Thank you for your time, [redacted] Customer Service Manager

Mr [redacted] has already been refunded in full for the alignment that our shop performed on his vehicleOur shop replaced a right front tie rod end on his vehicle and the outside shop Mr [redacted] went to replace the left front tie rodChristina, a member of our Customer Service Department, explained to Mr [redacted] that the work performed at our shop was needed and was not the same work that was done shortly after at the outside shopOn June 22nd, while on the phone with Christina, Mr [redacted] accepted that only the alignment would be refunded to him and understood our company's position on this matter Thank you for your time, Kyle P [redacted] Customer Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.This is the only communication that transpired between both parties, the reply statement is and negates what my first offer to them, which I received no response from the business to date.Attached please find my repair bill from my mechanic that does all my repairs, the engine was making a ticking noise; I am not asking for damages, just a full refund of the amount charged by MonroSincerely, [redacted] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowWhen I first visited AutoTire on 8/7/I was given the attached tire and brake evaluation sheet This sheet indicates that both my front and rear brakes were not in need of repair at the time of this visit I inquired about the condition of my brakes was asked if I had any brake pedal or steering wheel pulsation I did not have either of these symptoms I was told by both the service technician and the store manager that my brakes were in great condition and needed no attentionOn my second visit, 9/7/16, I did not come to the store reporting a “noise coming from the vehicle” I reported that the steering wheel was shaking, during regular driving, and that I believed that one or more of the tires was either unbalanced or defective I said that the tires were “noisy” and was bringing them back since I was still within the “day ride and drive” return policy they have advertised The manager did not look into the possibility of a tire being defective, although that is what I requested they investigate Instead the tech took the car for a test drive to see if he could hear the sound I was hearing After the technician test drove the vehicle he did not make any mention of a brake issue, he said that he thought it was the wheel bearings After he had tested the wheel bearings and found that they were fine, then he said it was the brakes No additional test drive was taken When I was called out to the bay to confirm the “noise” I had been hearing they had the rear wheels spinning The brakes were not being applied at that time Unless one of the brake calipers were stuck, it is unlikely that the brakes would be making any sort of noise when they were not being applied The tire, which would be later found to be defective, was shimmying on the vehicle just as it did several weeks later on the wheel balancing machine I was not having any symptoms of brake issues when I came to the shop on 9/7/ Although I was familiar with the signs of brake wear I trusted that those working at the shop knew what they were doing After leaving the shop and having the issue completely unresolved, I realized the work that had been done was based on guesswork and not an accurate diagnosis I believe that if either the technician or the store manager had checked each of the tires as I requested the defective tire would have been found on 9/7/ Additionally, since the noise that they incorrectly diagnosed as a “brake noise” was really a “defective tire noise”, this demonstrates that the brake job I was given was not necessary I have attached my original brake evaluation and the invoice from the brake job The brake job invoice clearly states my original complaint when coming into the shop on 9/7/ Since the brake parts are on my vehicle I am willing to accept a settlement of $(partial refund of brake job) + $(costs incurred to determine that a tire was defective) for a total of $ Best Regards, [redacted]

This letter is in response to the complaint from [redacted] R ***, # [redacted] We will be turning this complaint over to our Risk Management Department to investigate this claim of damageMs [redacted] should be contacted within a week to discuss what we will be doing to address this matterWe appreciate her patience in this matter Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] , # [redacted] I have shared this complaint with the Market Manager of the Rochester area for us to investigateAs soon as I have more information pertaining to this situation I will gladly share it with Ms [redacted] Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] C. [redacted] , # [redacted] . Installing two rear tires would not cause any issue with the vehicle that Mr. [redacted] is describing. Our company should not be... held responsible for front end issues on a thirteen year old work van with nearly 250,000 miles on the odometer after replacing rear tires at Mr. [redacted] ’ request. The tire replacement and the problems with the front end of the vehicle are simply unrelated to one another and because of this our company will not be taking responsibility for this matter and we will not be performing complimentary services on Mr. [redacted] ’ vehicle. Thank you for your time, Kyle P [redacted] Customer Service Manager

This letter is in response to the complaint from [redacted] ***, # [redacted] I cannot find any record of sale under [redacted] ***I would like to address this issue but I need the correct invoice information in order to look into the situationPlease provide me with the shop number, invoice number, date of service and the customer name on the invoiceOnce I have this information I will gladly take the proper steps to address this situationThank you for your time, Kyle P [redacted] Customer Service Manager