Consumer Complaints and Reviews
I took my car to Monro Muffler Brake at the Clark summit shop for gas smell problem. The car was taken in and I was told that they would diagnose the problem and let me know. A day pass by no one from the shop calls, I had to call to get the status. They reply, "We couldn't get to the car." Next day no call. I had to drive to the shop to check, same answer could not get to the car. The car sits there for 3 days and no one had time to look, if they had so much work or mechanic shortage they should have told me to bring the car back after few days.
Finally, on the 4th day I get a call from the garage. They told me that they did not find anything and suspect it's the gas tank and they will have to drop the back of the car to get to the tank and the labor for that is $350. I told them to proceed, later I get a call from the shop saying that there is indeed a leak in the tank and it would need to be replaced and they told me the price of the tank is $700, and the total after taxes and labor would be around $1200 (700 + 350 + tax) (at this point they only tell me it's the gas tank and no other repairs), I asked them to wait for further instruction. They knew the customer is now a hostage and they could ask for any amount as a ransom!!!
I checked the local stores and Honda dealers for the gas tank prices, the prices I found was way less than they were asking for. 2 local Honda dealers told me the price was $505. Advanced Auto Parts had it for $199 Amazon the same price $199. I called them and asked them why they are charging me $700 almost 4 times more than the local store. The manager told me that the best he could do was $500 and this was when he heard that Honda dealer price was $505 for the tank.
I contacted the corporate office and complained about the rip-off. The girl (KIM) at corporate office told me that she will check on what is going on and did tell me that they have a price match policy. So I shopped around and went to Pep Boys and they told me the price of the tank is $270 + labor, Firestone quoted me around $350 + labor. Because of the price match guarantee I asked them to replace the tank, on the phone the manager (Dave) tells me to come and pick a copy of invoice.
On the invoice they had reduced the price of the tank to $404 but added another repair charge for changing the left strut that was for $250. When I argued that "This was never told when you called with the estimate of $1200" the excuse that Dave gave me was that he was off that day and he texted the price to one of the mechanics or Assistant Manager who later called me with the estimate. I asked, "aren't these things saved on the computer," and couldn't he have gone to the computer to check the quote instead of "you texting the price, for this" he again gave another inappropriate excuse/lie. I told him not to fix/replace the strut and he said he has to do it. He won't be able to get the car out without that.
So basically they had already decided that they were going to charge me $1200 for the repair no matter what, even if they have to show some unnecessary/unwanted problems in the car. When I went to pick the car and asked for price match I got $30 back as price match. I paid $1004 when I got the car back.
Corporate office is as much involved in ripping the customers as the garage, instead of reprimanding the garage for cheating the customers they are advocating them to continue with these unethical practices. I talked to KIM and her supervisor McKenzie. Both of them said that I owe them $190 as I only paid $1004 for the repairs and I got 2 things done for a lower price than I was actually quoted, really!!! Well tell me McKenzie, If I owed you $190 then why the heck did you refund me another $31.72??? You are in business because of the customers.
I had my oil changed at Monro in Albany NY. I drove the car to Buffalo NY and Rochester NY. Drove car with my daughter and granddaughter. I thought I smelled gas. Five days later my husband met us in Rochester. Upon recognizing the odor, he looked under the hood. Cap was left off when mechanic changed oil. Took the car to a Monro in Penfield. The mechanic there was helpful. He cleaned up the oil spills on engine and floor of car and added more oil. He stressed how harmful it would have been if we had driven the car any further. (Much more so if I had tried to drive back to Albany!)
I called Mr Gross and Mr VanHeel at headquarters but they refused to admit that I had a reason to be concerned. The most they could offer was a free oil change. They did not recognize the stress it caused when I thought of being in an accident with my granddaughter or having an accident on the Thruway. I will never go to Monro again and will tell my account to everyone I know.
It takes some time to do all these services. Going into it, I knew that I needed two new tires, alignment (badly), and an oil change. When they removed my tires the manager Nathan came out and explained that I had 2mm left on my brake pads. At first I was concerned believing what he was saying. He told me that the additional service would be $432.00. Trying to make me feel bad I kindly declined that service. Dumb enough, he left my car inspection report on the counter. I looked it over and took a picture of it. The mechanic clearly checked off that my brakes were completely fine.
After a couple of hours they finished my car. I drove off and my steering wheel was at a slight angle when I was driving straight down the road. I decided to return to Monro to ask why it was like that. The manager, Nathan, was upset that I returned. He asked what I wanted. I explained that my steering was off and he told me, "well you'd better sit down. It might take forever to fix." They took my car in and in fact fixed it. Consumer Affairs, Better Business Bureau, and the ASE Certified programs should investigate these shops.
Very disgusted with the managers at Monro brake and muffler. Gary and John both need to be fired. I had appointment there and took them 3 hours to do oil change and tire rotation. Gary was very disrespectful to me. Told me I could go elsewhere and John was very disrespectful. Told me to leave also. Had my friends return in there for exhaust and the managers were swearing at me and other customers. I would not recommend anyone to their location!! Way overpriced and very slow and dishonest.
Brought the truck in for an oil change and tire rotation back in mid-September. The oil change itself took almost 2 hours. I caught the so-called mechanics as they were about to pull the rear drums on the truck (which I hadn't asked for and which–with Ford’s overlapping brake drum width–usually results in star adjuster issues). The tires were rotated and I was good to go... or so I thought. With a winter storm on our doorstep here in Buffalo NY, I rolled out the jack with the intent on changing out to the studded snows... I have two almost new HD lug wrenches. Neither could get the lugs to budge.
Tried a cheater bar and the one wrench bent right at the socket. Just got a call from the garage I took the truck to when it became apparent an air wrench was needed. Two of the studs need to be replaced (the lugs were wrenched on so tightly they pulled threads) as well as 3 of the lugs which were rounded by excessive pressure on the wrench. I often drive past this Monroe franchise and rarely see any customers vehicles on their lifts. Guess I have my answer as to why.
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When my son wanted to purchase ONE NEW TIRE for his recently bought used car, it was discovered that he did not have the special "key" for the lug nuts. The sales person bullied my son and said he needed to buy ALL NEW LUG NUTS and a key that they would happily install for him at $110 hour. He yelled at my son and bullied him, instead of telling him he could just go get an after market key that matched his present lug nuts. When I stepped in, the bully salesperson did my son a "favor" and only charged him half the cost of labor. DO NOT EVER GO TO THIS PLACE.
I purchased a complete Borla Cat Back exhaust system for my vehicle for a steal off of Amazon and Monro wouldn't install it because they have a "no customer parts" policy. This is ridiculous. Not even a liability waiver in the work order to sign (there usually is)? I don't ever recall going to a shop and being told "we won't put your brake pads on because you didn't buy them from us". What kind of scam is that? Oh wait, you want to make money off of the parts too? With this you're eating your own tail guys. Better wake up to it or your precious stock will be where it was 5 yrs ago. It's already headed that way and likely because customers want quality all around which includes honesty. $19.99 oil changes ring a bell?
I was going to do this exhaust install myself, but considering I didn't want to fight with 13 year old flange studs on my back in my driveway (though I could have. Done it before!), weather is getting colder (though I could have earlier today if I didn't have a Monro appointment scheduled at 1 pm and it didn't rain at 3), and I have the money to hire labor. So, I decided to pay some well equipped shop in the area to do the work. Well, Monro "muffler" is an exhaust shop so they should be well equipped I thought. Nope, wouldn't do it, wouldn't even look at the job to determine if they could do it, and didn't care if the local dealer does it. Great business model. That really made me feel like I should go there for other services that you try to sell like brakes, oil, and suspension components.
I called a local GM dealer/service center who said they'd be glad to install the system and added Borla is approved by all auto manufactures (if it's an assigned system model which this is with all paper work and components). They have also done these installs in the past and on some new vehicles as a custom option. The only problem was they didn't have an opening available for two weeks. So, I ended up calling a local tire/service shop that I have dealt with over the years (Goodyear, Denison Drive Corning NY). I asked them if they could hang the system for me and they said they have open bays today and to bring it in so they could take a look at it first. When I brought it in I showed them the kit (that I spent time looking up and purchasing, told them where my areas of concern with the vehicle install were, and let them get under the vehicle to make their own assessment before starting the work.
All throughout the entire experience there was a mutual understanding that I was only looking to hire their labor and that this was a custom job. As the owner, I assumed full responsibility that if anything else broke during the install (under reasonable and related conditions) that I was liable. I even told them that I didn't care if in the end I had pulled out of there with two muffler systems in the trunk. I'll figure it out and labor was on me. This was all I was asking for!! Why is this so hard? This shop had a couple of mechanics free, saw the opportunity to throw some work at them and make a few bucks, a mechanically proficient customer that was only looking to hire the tools, lift, and labor, and the ability to identify a mutual understanding that this was not work that they normally do, can guarantee, or will be able to complete in the end. This isn't hard stuff to understand.
If I have an exhaust and you're an exhaust shop then you are equipped to do exhaust work. Goodyear even told me that there would be some things they couldn't do if necessary like welding. That was fine. It's a bolt on kit (plus I weld and can make brackets). The biggest point here is that the same things that could go wrong installing one of Monro's exhaust systems (junk steel by the way, will rust out in less than two years in the rust belt) could go wrong with this installation and the customer would still be liable for anything that goes wrong which is something (and backed up by the reviews here) they have no problem charging for. What kind of business model is this to deny one of work because they're not buying your parts? Monro, you have got this confused. You're a service center not a parts shop.
There are two parts stores across the street from your Corning location. You don't have to guarantee customer parts. The only thing you have to do on your end is to make sure the parts are compatible before starting work and this is something the customer would be more than willing to assist with as they're the one who bought them. The way I see it is that there was an open bay today set aside for my vehicle. That mechanic or two got an extended break on your dime and on behalf of your greedy policy. You guys lost money on a very easy job that a competitor swooped in on when they saw it was easy peasy. Your store wasn't able to do this because of handed down corporate policy likely from the bean counters or attorney's cubicles.
Instead of this crap, why don't you go in the opposite direction with your resources and put the word out on the street that your well equipped muffler shops will not only do Monro exhaust, but aftermarket installs and Monro custom fabrications too? You already have the equipment and the idiots to write the policy. This would also give your service technicians an excuse to be happy to go to work everyday as opposed to installing 3-5 piece Lego sets. Anyways, there's more. Come to find out, the mechanic assigned to work on my vehicle has a similar vehicle (was in the parking lot as we were talking) and was more than happy to work on mine. Not only was it a break from the day to day routine (call it a gift from management), but it was also a customer relationship building opportunity. Thanks to you Monro, I found my new mechanic at a competitor's shop.
I gave Monro an extra star because I realize that a lot of these reviews are from people that don't understand how cars work and/or are aware of the fact that related components can and likely will break. Especially with older vehicles. It seems they are under fire here by many of these individuals. My issue with Monro as someone with a mechanical background and plenty of experience working on vehicles is that the work they do doesn't carry any pride or feeling of consequence. They're just handed down orders and it's everyday business. Every customer is the same. From today's experience it was apparent that the Monro shop is handed down orders that conflict with community relationship building.
The manager and staff at the Goodyear shop I interacted with were enabled to make an autonomous decision on their own and were not worried with identifying a customer that is going to try and screw them if something gets ** or what corporate had to say on the matter. All that aside and it's not proper to bring extras up at the end, but I'll never forget being ripped off by Monro (Cheektowaga NY. Walden and Harlem) 18-20 yrs ago (look it up). I had a muffler leak and they removed an entire stainless system from the car I had and replaced it with a crap steel system that had rusted in less than 2 yrs (that's where that came from). Being young and unknowledgeable I didn't know what had happened until my stepfather from whom I bought the car and had the system installed for me prior to purchase had explained everything to me.
In the end, you guys might have made it this far, but honesty and customer relations will be the end of you. I should have stayed away like my intuition told me instead of just wasting my time going back today. Had it made it into the stable you likely would have tried to cross sell or find something broken to sell me anyways. Long term profits lay in honesty and community relations not selling the most components. Though there may be delay, people catch on.
Shop was always great. However over the last years seen steady decline. Got wife car towed there in May - Terry told us needs a $3000 engine. It takes them until June 17th to finish almost a month they have car. We show up to pick it up and see the engine is very old looking and the entire air system is fabricated out of duct tape. I immediately break out camera and start taking pictures. And he tells me the engine is great and they just couldn't find a hose anywhere but that it will work until they find one.
Needless to say not very amused already but we leave and within one day the check engine light turns on and the car shakes violently over 30mph. So we tow it back with our own AAA. Terry has the car for another week calls me and says ok it's broken 2 axles but I've covered them under warranty. We go to pull out of parking lot and AC won't turn on so we bring it back. He says, "Geez, your AC keeps blowing fuses and has nothing to do with your motor though so if you want that fixed I can't help you. I say what the hell it worked up until now so he says, "Tell you what - you go buy the compressor yourself from napa probably only $50. You won't need to get charged extra" and I'll put it in for free. My alarms in my head should have been going off but we've been with this company so long and they've always been great.
So he puts in the compressor and it starts on fire and we have a large burn on passenger floor. Now at this point when I pick up the car it's like a bad dream. He tells me it must have been a faulty motor but don't worry he bought us another one for free so now all set and he tells me he's so sorry. He's never seen anything like this.
On top of all this I'm in the midst of going through severe health problems and I'm more worried about what my wife and 3 kids going to do without me then about this stupid car. We take it home AGAIN and within 3 days the car starts shaking violently again this time breaking down on highway with my wife and kids in car. So we AAA car again and I tell him look fix the car the right way or I'm calling Monro enough of me caring about if he's going to get in trouble or not because this is affecting my whole family and he doesn't seem to mind.
He has the car for 2 more weeks supposedly replacing 2 more axles. I get a phone call 3 days after the car is there with Terry asking me if I knew anything about who took apart our dashboard. I say, "What? No of course not." He says, "Geez I hope no one's broken into your car." I said to him, "Well maybe it was one of your guys from when you started the AC on fire last time or something?" So he fixes that too and tells me car is done. Now we have it back on the 3rd time of us driving it starts shaking like crazy again and now I've had enough. Any loyalty I felt toward them had gone out the window so I call corporate customer service.
I tell the lady Brittany the story and of course she's just silent stunned. Also by this point we had realized that we may need to take some kind of action on this so I had started recording all dealing with them. This is immediately followed by a call from some regional manager who is yelling at me calling me my wife's maiden name and refusing to even listen to what his company had put us through over the last two months. I think Terry told him oh none of that happened and he believed him.
Well finally I tell him, "Look. That's not even my name and I never asked for you guys to do this. Your manager called me to get a new motor." So he tows my car to a different Monro. Which at that one they've been great but it's not their problem to fix and they've said many times, "We never would have replaced a motor that's way too big of a job for a Monro." So they replace the axles again I guess and now 3 weeks later car starts shaking again.
Once again call up corporate and this time I tell them, "Look - I want my car fixed and I want my money back. You've started the car on fire, you made my air hose out of duct tape, supposedly you've changed the axle 6 times according to Terry and you've had my car the entire summer and you charged me $3000 for it." And they actually said to me, "Sorry - we don't have proof of any of that because every time I brought the car back to Terry he didn't give us another paper." He just said, "Oh no. It's all set. It's warrantied."
Well now I know why he did that so make sure you get a paper every time you step in that place. Then they tell me, "Your AC started on fire because you bought it from NAPA instead of us buying it." So now I'm going to go to every one that will listen and do every other thing I can to make sure this never happens to another customer. So please avoid Rocky Hill like the plague. They have couple good employees but not worth risk. And they can't even own up to their mistakes because they literally taking the stance now that none of this ever happened. Well I am going to make sure rather it's through consumer protection, court, news, word of mouth that people know this happened.
All I wanted is new tires and they took my car out and intentionally put it in race mode and crashed it, then lied about it and tried to cover up the damage.
I went to Monro Auto in North Randall Ohio just for a tune up. After leaving the lot I notice my car was not running right. After taking it to three different auto repair shops to include the Toyota Dealership, it was found out that Monro had put in the wrong spark plugs. It is a shame after going to court on this, I now have to file an appeal because I didn't have the mechanics with me. I will find out it would make a difference when I go to court with the mechanics. A $234.00 tune ended up costing me over $500.00. The Monro on 117th Street is o.k. I strongly suggest you do not go to the Monro in North Randall Ohio. I believe it is on Warrensville Road.
I went to Monro for an oil change only. My tires were taken off and rotated. After what seemed like longer than normal oil change I was on my way. After pulling out of their lot my car was wobbling and I turned back into the shop. The service guy got in to put on lift and the tire fell off!! He forgot to put lug nuts back on. Would of been nice if it happened on highway. Could of at least got a free oil change. All we got was "So sorry." Will never go back there again.
Went in for a conventional oil change at Monroe on rt 57 in Liverpool for a special price of 14.99 on my new Altima. Charged me 64.79 for a full synthetic change, was going out of town the next day so I agreed. They said this is what the vehicle called for and would void the warranty if I did not. Called dealer when I arrived home, they said conventional 5w 30 oil is fine, this is what they used in the first change. Beware of this outfit, they will take for a ride. Do your research first on what you need done. Simple oil change cost me 50.00 more. So now I'm wondering if they even put the correct oil in this vehicle???
I've gone to a few different Monro's and I've had nothing but great experiences. One time I made an appointment to get a headlight replaced and they didn't have it the next day. I was not charged a dime. I also got my car inspected and they told me I could use new filters and showed me them. I didn't have the money and didn't do it, but at least they didn't act like other places and pretend like it was dire.
This is as opposed to another place. Let's call them STS Tire. I once took my car there for an oil change and the guy tells me I need a new transmission. His reasoning: "you have a lot of miles on the car." Now, my normal mechanic told me there was an issue with it, but I could see how far I went. The car went another two years and 30K miles before I traded it in with the same transmission.
Monro is very fair. They give you discounts without coupons and will do anything to help. One time I was in there and a guy was telling the manager about the new tires he ordered somewhere and the manager offered to see if he could get him a better price. He wasn't able to, but he did whatever he could to help. I can't stress this enough - ignore these negative reviews.
Took a perfectly good running vehicle in for a simple inspection to Amherst Monro, two days later, had a bill for $3100.00 and a car that didn't run. Never received an estimate for the work they performed, which is supposed to be their policy. After being without a car for two weeks, and many trips back and forth so they could fix the work they performed, we had the car back. I received an estimate from another local comparable dealership (VIP) and it was much cheaper for the same work, which again, according to their own policy, they will beat a competitors price by 5%, which should have resulted in a credit of $1136.13. Presented all the necessary paperwork to corporate, to which their response was, "take us to court". Very disappointing when a corporation won't even honor their own written policy and would rather put you through the court system.
I went into the Monro location on Buffalo Rd in Erie, PA after setting up an appointment for my vehicle's annual state emissions and mechanical inspection. I usually go to the place I purchased my car from; Auto Express but their emissions machine was not working and I needed to get my inspection completed asap as it expired at the end of July. I had a pre-inspection done at the Auto Express location about a week prior to this which revealed only a few minor things needing repaired; bulbs replaced, tires rotated etc.
Even though the cost for the completion of this inspection at the time was just a little under $100 I was short on cash until my next payday and planned to return when I had the money. Obviously that's when things took a turn for the worse and I ended up sitting in Monro's little waiting room. When I arrived I showed the manager on duty the pre-inspection list given to me by auto-express so they would have an idea of what to be looking for. I also agreed to get an oil change because of their "$19.99 + tire rotation" special.
After 2 hours of waiting, the manager called me up to tell me that there were a number of other things wrong with my vehicle. Interestingly, as I was waiting, I heard him call another local store in the Monro chain and brag about how much money that location was making on its "mechanical services". I was told that my right passenger brake pad was cracked and that my driver's side caliper was completely frozen. It didn't sound too terrible until he showed me the cost of everything which totaled almost $500! I was gobsmacked and pointed out once again that it had already been through a pre-inspection and none of this was pointed out to me by the other dealership. His answer to that was that they probably did not remove the wheels to inspect the brakes properly.
I found this highly unlikely and in fact when I called the Auto Express service center back they said that they had completed a full inspection and there was nothing wrong with any of the brake components. I certainly wasn't experiencing any issues with it. I was told by the service mechanic that Monro had a reputation for trying to "make your car brand new" when you don't need it. My car is a 2007 Ford Fusion and I definitely do not need anything other than the absolutely necessities to have the car operate. Not only was I disgusted at their attempt to charge me for these unnecessary repairs but when I looked at their quote, they wanted to charge me $59.99 to replace the front fog light bulb. Something I was quoted $8 for by the previous dealership.
I told him just to stop where he was at and I would pay for the oil change. He tried to save face and lower some of the estimates but still wanted almost $400. I told him just to put it back together. They had completed the emissions inspection and oil change but failed me (and charged me $22 for the privilege) on the state mechanical inspection because I wouldn't agree to their repairs. They made it seem like the car was going to explode or fall apart if I didn't get the services they recommended. I was charged $77 for the two inspections (one failed) and the oil change and tire rotation. I had to remind him about the $19.99 deal as he was trying to charge me full price for it. This is something I've noticed they do with almost 100% of the reviews I've read on here so should you end up in there for their oil change special always check your bill and remind them!
After this experience I googled Monro only to find this website full of experiences like mine and worse. They seem to repeatedly charge people for work that they don't actually need and if that's not bad enough they do very poor repairs. It's not uncommon to read about people paying $400 for a brake job there and a week later the whole brake system dangerously failing because they put a brake pad on upside down or didn't install or properly tighten the correct bolt. Shoddy snake oil sales tactics and awful quality makes this place a breeding ground for disaster and I am total flabbergasted that they are still in business.
I went to this business because it was close to my house. Convenience and desperation because my inspection had expired. They feed on these things and honestly, if I hadn't already had that pre-inspection in my hand I probably would have swallowed what they were shoveling. Most people with older cars know that they're looking typically at spending at least a couple of hundred dollars when the yearly inspection comes up, especially if you live in a county where they require emissions test.
I watched two people before me fall for this same act. One guy paid over $400 for everything that they recommended. One guy was quoted over $900 with a list of things ranging from a new battery to completely replacing the rear struts. Did they need all of this stuff? I feel safe in saying "HELL NO!" after my own experiences there, after hearing the store manager on the phone admitting to his own selfish agenda, after reading disparaging review after review with the same common theme throughout all.
In the end with the help of my son I was able to replace all the required bulbs for just a measly $12 and took it back into Auto Express for the mechanical inspection only to be charge an amazing $6 for the price of the sticker. I had explained to them the whole situation so they didn't even bother charging me for the cost of the inspection as I'd already paid for it through Monro. Those are the good guys, looking to give you only what you need. That is an incredibly uncommon trait it seems now in these chain "quick oil change/brakes/muffler/basic" shops that have popped up all over the place. We live and we learn. At least that is the plan anyway. Please do whatever you can to steer as far clear from any of the Monro Muffler locations.
I went to Monro on Timberlake Rd in Lynchburg, VA a few weeks ago for an oil change and rotation and possibly change my front pads since Monro on Old Forest Rd said they need to be replaced soon and that my pads were going to be free because of the life guarantee. They called Old Forest for verification. I had to pay for labor. They pulled my van out of the bay. I went to pay my bill and the manager told me I had 50% left on my pads so he wasn't going to replace them. Okay. Then he comes back with, "You need a complete rear brake system because they are metal to metal". These are drum brakes.
He continues to telling me his guy had pulled it out but he can put it back to replace them. The price was over the top!! I know how expensive Monro can be so I said, "No", mentioning that I never heard a metal to metal sound in the back of my van even pulling slow or stopping in my driveway and no braking problems since I turned the rotors a few weeks prior to coming to the shop. I left with no new brakes. My state inspection was coming up in a few weeks so I made sure they checked front and rear. Report card: the fronts needed to be replace as soon as I can and the rear brakes were fine, no metal to metal seen anywhere so no need to be worried about replacing them anytime soon.
Monro would have sold me new brakes I didn't need? The Old Forest wanted to replace my rotors and I purchased them from Monro a few years ago. Rotors last a lot longer than this. I own a 2002 Chevy S10 and it has never had to rotors replaced and turned once. I held back and had another repair place near my home look at them and they were fine and turned them. I am quite frankly sick and tired of Monro telling me one thing and me finding out otherwise. I have been treated well by Old Forest Rd but can't say that for Timberlake Rd.
The only problem I've had is the ongoing, "I need this" sales pitch. I went to a closer shop for a few years after the shop retired. It was like a death in the family when we couldn't see him any longer. He was very reasonable and trustworthy, replaced only what was needed. Now, I'm going to a shop nearby and the same service as the guy whom retired. These shops price their repairs a fair price and don't over sell. What's up with Monro? The above brake issues don't jive at all. The costs for the rear brake repair is going to cost about $400 for brakes I don't need. My repair shop would charge me $250-$300 for the same brake job and they're closer. I don't like their sense of urgency tactics and I don't like being lied to by a commercial business.
My brake lines rusted out. Dropped my car off on a Monday, picked it up Wednesday night. They were supposed to replace the brake lines from the middle of the car back. Car was good for two days. I was driving to the gym the third day and the brakes went out again. It was leaking at the left rear wheel. I guess they did not do the job right. Charged me $432.00. I will not take my car there again.
I recently purchased a set of four Kelly tires and also needed a new TPMS Sensor. The tires were a great deal and I am happy with them. The problem started with the TPMS Sensor, when installed they were unable to shut off the low tire pressure light on the dash. After several tries, the manager, Nathan **, thought it might be a faulty TMPS and ordered another one and they would put it in when they got it.
I stopped by the next day and the manager looked at me like he didn't remember who I was. I brought him some articles I had looked up on the internet about programming the sensor. Well they knew how to do it and come back. We don't have time today. I came back the next day, once again greeted by his sour face. He had to install it himself since they seemed short staffed. After several tries with the new sensor, he said I had to take it to the dealer for them to get the warning light off. OK, I could accept that, but it was the disdain in his attitude.
A couple of weeks have gone by and I noticed the valve cap for the new TMPS they installed was missing. I stopped by and once again got that look and attitude like he was smelling crap. He went and got me a cap and I asked if he could please quickly check the tire pressure. He said he didn't have time, he's too busy and come back. If you tell a customer nicely you're busy or you're unable to fix something, they the customer won't mind, but with his attitude and disdain he shouldn't be in that position. There are too many other people looking for a job and enjoy giving good customer service.
I took my car in to be repaired for my entire exhaust to be replaced at this Monro Muffler location in New Brighton, PA on a Friday. When picking up my car the next day which was Saturday, I handed the manager my debit to pay for the amount of $566.04. He slid my bank debit card (which I checked 5 min before leaving to pick up my car and had 745 and change in my actual bank account) and when he claims it didn't go through proceeds to slide my card again on a different credit card machine another 2 times and it shows it would only cover $175.11 of the $566.04... Well that was because it went through and took that amount and also took the 175.11 that was remaining in my account. He claimed he called my customer service number on the back of my bank card and that the extra charge would be back in my bank account.
However, he did say since it was Saturday, they (again he was referring to my bank customer service) said it would definitely be there on Monday since Sunday wasn't a business day. Come Monday when I checked my account, still nothing. I called him and I had made a tire appointment to buy 4 tires and have them out on. Well obviously I cancelled because I was upset and didn't get my overcharged money returned to me. So I proceeded to call my customer service number for my bank on back of my card and come to find out the manager NEVER contacted my bank, and when I called to ask him why he said he had called his customer service help desk and they said it would be out back in my bank account Monday. I told him when listening to my transactions, the extra he charged was not saying it was going to be refunded, it was saying it would post same day as the actual payment of services amount would and on same day.
Therefore it wasn't in process of being put back in my account. When I called the manager Chris back for the 3rd time on Monday, I told him he needed to fix this and give me my refund right away. He proceeded to tell me he didn't have to do anything and hung up on me. Needless to say I was appalled and very angry at this point. My customer service number on back of my banking card said they scheduled it to be returned Tuesday. Why should I have to wait for my $175.11 4 days to be returned for services I never received!!! And so I proceeded to call Monro's head corporation to complain and also to get my refund. Well they were just as much help as the manager of their New Brighton, PA shop manager because she guaranteed my money I was overcharged would be back in my account that day (Monday) and within a few hours.
You can only guess how that ended up. It's now Tuesday and a check I deposited 3 hours at my bank after dealing with 2 hours of phone calls and at 5:30 am now Tuesday morning and my check went thru however the $175.11 he took from my account is still not in my account!! Horrible customer service from the manager of the shop all the way to their head corporation that supposedly fixes customer service issues. My next step is to contact an attorney to get my money back and see what else I can possibly do with them for basically stealing my money and refusing to return it. This was my first time actually trusting a shop and mechanic other than my father and it was a horrible experience!
I wish I would have done more research on reviews but took a chance because the insurance adjustor got the quote for my damages from them and they were pretty close to my home so I took a chance and took it to them... I ended up paying $745.15 for services that should only had cost me $566.04! NEVER AGAIN!!! And I believe he was angry I cancelled purchasing 4 tires and an alignment totaling over $520 and that was the reason he hung up on me and must of decided he was going to keep the extra he charged me... But that won't be the case because I have a witness. My mother took me to pick my car up from the shop and she witnessed everything!! I can't believe this wouldn't be illegal – he basically stole the remaining money after he charged me for the services I did pay for and receive!!!
Monro Muffler, Manchester NH - Went for an oil change. Had two dogs with me. After about 35 minutes went in waiting area with them. One other customers was there as well as 2 employees. No problems until about 30 minutes later when store manager Brett ** informed me that dogs had to be outside. Inquired why after 30 minutes he asked me to remove dogs. At that point he became verbally harassing me and threatening. When I continued to ask why after 30 minutes of my dogs allowed in they were not now allowed in. He continued to swear and threaten. Contacted Monro corporate and they stated that I was in the wrong. Please be aware that Monro corporate allows their store managers to verbally abused and physically threaten their customers. The manager's name is Brett **.
I went in for an oil change on 6/17/16 and the tire rotation was included. As the mechanic was rotating the tires, he check my brakes and stated I needed new rear brakes. They were not at the squeak point yet but close to it. The charges to do the brakes also turned into charges to replace rotors, that do not have extensive wear. All of a sudden my brake change turned into a $400.00 bill! I chose not to have my brakes done due to the unnecessary charge for changing my rotors. During the replacing of my brake pads (later the same day somewhere else), I noticed my tire pressure light remained on. Since I have owned this vehicle the tire pressure light has never been on! Monro rotated the tires but did not fill my tires to the appropriate levels. Every one of my tires were low but especially the one in the rear was reading only 17 psi!
Not only did they try to over charge for the brake service, they never put air in my tires. I could have had a blow out and an accident! I will never trust them again! It should have been my first clue when I went previously and I specifically stated that my county did not have emissions and he tried to charge me for it. It wasn't until the bill was being totaled that I looked at it and stated I told him that I did not have emissions in my county. Watch for the over billing/billing charges!
I went there, sat for new brake pads. Halfway home we stopped for gas and the pass side rear was smoking. We made it home because they closed five min after leaving. Called soon and they said “Bring it in and we will look at it.” They said “You might need a new caliper.” Called the place I bought the truck and he said “Bring it down and I'll look at it.” Well come to find out they put the pads on wrong, didn't tell me I needed new rotors and knocked off the pass side rear e-brake cable. Well now I need new rear axle seal rotor caliper and pads on both sides of rear and new front pads. Total cost to repair $1200 on top of 200 for the pads from Monro.
Was told needed tires and welding done for inspection. Took it and had welding done by who they suggested. Took it back to have tires and inspection done. And they tell me my brake line is leaking. Meanwhile they just put new brakes a month ago. Asst. manager was very rude. When I called the welder and asked him when he was doing my car, did he see any leak. Mind you there is nothing on my driveway. I called Monro back and told him, and told him the other Manager ** told me all I had to do for inspection was welding and tires. He told no he didn't care what he said. He was in charged today and it would cost me over $600.00 to have the work done. Will never deal with them again. Taking my car somewhere else.
On Thursday, May 5, 2016 I called the Vienna, WV store to inquire about getting an oil change and a State inspection. I was told that they had open space and to come on down. I got there around 2:30 - 3:00 in the afternoon and they took the car straight in. After about an hour the person in charge came back in and told me everything passed but I could use a tire balance and rotation. I told him to go ahead and approximately 30 minutes later I see them start to back the vehicle out of the bay. They got about half way out and stopped and pulled the car back into the bay. The gentleman came in and informed me that they have broken a lug off on the front left tire and needed to replace it.
They ordered a lug from Advanced Auto, which arrived in about 15 minutes, and proceeded to take the old one out. I heard considerable banging and beating and saw much frustration on the mechanic's face as he tried unsuccessfully to remove the old lug. After a couple hours they managed to get the old lug out and began to put the new one in. After about 3 hours, which was an hour after closing, they put the tire back on and told me I was done. I paid my bill and went out to my car. In it was my registration card but not my insurance information. I went back in and they looked and couldn't find it so they said they must have accidentally thrown it away.
I left frustrated but just glad the ordeal was over. As the weekend grew to a close I started a trip to the Atlanta area to visit my daughter and her family. As I traveled I heard noises coming from the front left tire but really didn't think anything about it. As I was driving around more and more in Atlanta the noise got worse. It got to the point that anytime I backed and went to brake I had a terrible grinding. I had my son in law pull the tire and we found that the brake caliper was missing the bottom bolt and then I hit the brake in reverse the caliper was lifting and grinding against the inside of the rim. I have attached pictures. I must say I was just going to let the entire frustrating situation go until this happened. I really doubt the ability of the mechanics in that shop and am telling all friends and family to avoid the place at all costs. It is apparent that when they get rushed they have no regard for the safety of their customers.
At first I thought it was just a bad shop in one location, but now after researching Monro Muffler and Brake it seems it is a system-wide scam they run. Ironically their website claims "HONORING WARRANTIES FOR 50 YEARS!" They sold us tires with a full 40,000 mile warranty. And we bought the road hazard warning. The tires have failed to pass inspection after less than 8000 miles. There are dangerous bulges in the sidewalls as well. When we returned to Monro shop 388 in Waterloo, NY they spouted a series of untruths. 1st: "Those tires were recalled." That was not true. We told them so with an easy google search 2nd: "They stopped making them." Not true. 3rd: "We stopped selling them." True, but that does NOT void the warranty. 4th: "Well that manager was not supposed to sell those tires and he got fired over that." Got fired over that? Or got fired over the fact that they did not note the mileage on the invoice which is required by NYS law?
So they proceeded to try and sell us "upgraded tires" for the full price. They claim it was prorated. It was not. (Google is your friend.) We told them "why would we buy more of your lousy products (along with a warranty they were touting) when not 5 minutes before you were telling us how faulty your business practice was, so much that the manager was fired?" Calling customer service lead to nothing but sad foot dragging before they in effect said take it or leave it - buy new tires or go away. They were almost happy when I informed them that we will just sue them in small claims court. In the meantime it is in the public interest to warn of their shady business practice. They have no intentions of honoring ANY warranty. All these bad reviews online are not just disgruntled customers. It is a clear sign this company is a bad one. Very bad.
Brought Chevy Equinox in for $19.99 coupon oil change with free tire rotation and air pressure check. I mentioned tire rotation specifically as I had seen other reviews where rotation was omitted. As soon as I said that I was told there would be a $10 extra charge because my care required a "cartridge oil filter". I paid the extra $10 and they did rotate tires and check tire pressure but charging extra for a cartridge filter? I later checked other Monro, Mineke and Midas shops. None of them charged extra for my car's oil filter. Watch out when you deal with this company!
I called Monro Muffler on 05/11/2016 to have my brakes installed on my car. I spoke to Jamau ** who actually ended up doing the work on my 2004 Ford Mustang 3.9. I had front and rear calipers and front and rear brakepads installed. It took a total of 7 hours to complete. After leaving Monro Muffler I went to apply the brakes and the brake pedal went to the floor. It did stop the car but barley which really scared me. Because Monro Muffler were actually closing I called the next day to explain what had happened. I spoke to the store manager Mike I believe his name was. He seemed to be nice and told me to bring the car back and he would see to it that it was fixed right. I asked if I could bring the car down now and he said today would not be good because they were as he put it SWAMPED!
The next day I called to let him know I would be bringing my car in and it just seemed like I was talking to a completely different person even though it was the same manager I spoke to the night before. He said "We'll try to get you in" so basically it could be quite a while before he got to look at my car. Because it was my brakes and I ended up taking my car to Firestone to have it checked out. When they came out to tell me all that was wrong I could not believe what I was hearing, I felt sick to my stomach. I was told the brakes were put on backwards, also there were no brake hardware kits on them as well. The emergency brake cable had been frayed and was told I was very lucky that I did not have an accident.
I was just so upset that I had been charged by Monro Muffler $391.56 for 7 hours of what??? I did not want to go back to Monro Muffler because I just simply did not trust them and I had Firestone do the work for me and paid $212.40 to fix what Monro messed up. I'm asking for a complete refund of the $391.56 to be credited back to my Firestone credit card.
On 5/2/2015, I bring my car in for back shoes and a repair on my hub bearing. I made appointment a week before. That day, I only got my back shoes done because they were very disorganized and they did it at the car place next door. Was there 4 hours. I paid them for both services that day. Told me to come back Saturday. And during my time there, I witness the manager get smart and disrespectful with multiple customers and was cussing and getting in a woman's face. Located on Euclid Ave. in Cleveland, Ohio. Today is Saturday and me and my daughter been here for 3 hours and my car hasn't been touched. The manager just told that the person been working on my car doesn't work for the company. Whatever that means, they are very unprofessional and rude and I never received a receipt for none of the service.
I went into the local Monroe Muffler place in Dunmore, PA. I wanted a simple oil change for my 2005 Mercury Mountaineer. A few minutes later the manager comes out with a long list of things that are wrong with my car. "You need upper and lower ball joints, a muffler, tailpipe, universal new muffler, tail pipes, and something called a control arm. Plus an alinement. To the tune of $ 1,499." I told him that less than 1 month ago I had the exhaust checked and a sleeve was the only thing needed. He said "Well come into the bay area and I'll show you." I refused because I have no idea what I would be looking at. I told him that I needed to wait on these repairs. The 19.99 oil change cost me 24$.
I took the car to Cole Muffler along with the paperwork received from Monroe. The manager at Cole couldn't believe the prices that were being charged. One part was only 79.99 and Monroe was charging me 374.00!! I got all the work done plus, an inspection, brake lines flushed. My tire had a nail in it so they repaired that also. Oh and by the way, I needed a new air filter which was never addressed during the oil change. The total cost for everything done was $745.00. Was given the most courteous service at Cole Muffler and more. Much less than the Monroe Muffler was charging me.
Managers have very poor customer service. Treat their employees like garbage. The way they talk to them... I'm appalled. I would never run a business like that and you Monro should be ashamed of yourself to even let people like that run your business. Very filthy. Their mouths are filthy. Asking employees' girlfriends for sexual favors which by law is sexual harassment. In front of customers I let alone. Not paying their employees the way they should be with commission having them work for days for free. Will they go in and edit their hours and not pay them for them? This place should be shut down or people should be fired it is giving Monro a bad name.
Monro Muffler Company Profile
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