Monro Muffler Reviews

Original: Not even 1/16th of a star, but that's not an option. This is the email I sent after too many calls to the store and the customer care service to those I should be sending a complaint to, as per them. Two recipients had my email blocked and one did not respond two days later. I am currently on the phone with corporate, yet again. I have spent several hours on the phone over this matter. It's disgusting, really.

I was encouraged to go to Monro Muffler/Brake & Service at the Corning New York location for tires, an oil change, and a NYS Inspection. I was interested in Michelin or General Altimax tires but was persuaded to purchase tires that were just as good and less expensive. I settled for ordering 4 FALKEN ZIEX 960AS tires, which needed to be ordered. The Store Manager and Assistant Store Manager were with me during this process on 6/25/26. I scheduled an appointment for the work to be completed on 6/27/26 at 3pm. My receipt shows I paid $775.22 in cash on 6/25.

I contacted the Store Manager after learning that the tires I had ordered were not snow tires or even very good in the snow; I had specifically requested tires that were excellent in the snow. I called back to see if I could purchase FALKEN Aklimate tires instead. The Store Manager was short and direct, stating that switching tires would be a complicated and long process. I was told that getting the tires I requested and scheduling an appointment were uncertain. I said that I would consider the situation and call back as the Store Manager also stated that reordering would require me to return to the shop. Based on our previous discussion, the Store Manager knows how difficult it is for me to get into any stores right now due to full-time caretaking of an elderly family member.

I called back and learned from the Store Manager that the tires I had ordered had arrived; however, they were replacement tires for what I ordered—still FALKEN, as the original ones were out—and the Store Manager described them to me as "far superior" to the tires I ordered. The Store Manager said he would send me photos of the tires and a printout explaining how they were comparable and far superior to the ones I had previously ordered.

I spoke with my son-in-law and a trusted friend, both of whom were concerned about this situation. My son-in-law called the Store Manager and learned there was an issue obtaining the requested FALKEN Aklimates because they were in California, requiring an additional $500 for shipping and up to three weeks for delivery. My son-in-law told the Store Manager that if he did not hear back by Friday, 6/26, I would be present for the appointment on 6/27.

I reviewed the tires that came in and the labeling specifically stated they were not snow tires. I never received the printout showing how they were comparable and far superior. My friend, from San Antonio, Texas, provided me with two locations and phone numbers to check about securing safe, snow tires for my vehicle. I contacted Tire World in Corning, NY, which had several FALKEN Aklimates and could schedule me for an appointment Monday afternoon, 6/29. I then contacted the Store Manager on 6/26 to cancel my appointment and request a refund. The Store Manager told me he would seek approval and get back to me by the end of the day, 6/26. This did not happen.

On Monday, 6/29, I contacted the Store Manager again who advised that the District Manager, I believe, was in NYC and was not returning contact. The Store Manager provided me with the Customer Care Service number, suggesting it might be a faster process. I called and was on the phone for 20 minutes. I was told that the woman I spoke with had contacted the store to let them know that the refund was approved. She was then told by the Assistant Store Manager that I would need to contact the store on Wednesday, 7/01, to speak with the Store Manager about making arrangements to pick up my refund as it was in cash and a check would not be dispersed.

I called back today, 7/01, to speak with the Store Manager and the Assistant Manager answered, stating the Store Manager was standing right next to him. I was put on a brief hold and the Assistant Manager returned to say that the District Manager will be out all week and I can try back next week. I asked what day next week would be best and I was told Thursday, 7/11. I acknowledged that they may be acting within policy and procedure; however, I paid $775.22 on 6/25 for service that was never received, and it is unacceptable customer service to have me call back on 7/11 to see if I am approved to receive my refund. I asked for someone else I could speak with regarding this matter and he could not think of anyone who would be able to assist me. I thanked him and hung up.

I then called the Customer Care Service number back. It took me several minutes to find the correct prompt combination I had previously used to actually speak with a person without being hung up on and needing to call back. Both times I was automatically disconnected at least twice. I finally got through to someone. I explained the situation and was on hold for approximately 40 minutes. The entire phone call lasted 43 minutes.

I was told that I now have a Case Reference # and that this refund request has been sent; it needs approval through Corporate and these matters are handled every Tuesday. The person I spoke with said she would follow up and ensure the request is reviewed. This still delays my refund by two weeks or more from the date I paid for a service I never received.

If this is policy and procedure, I beg you to reconsider it for your customers' sake. I did not receive even adequate customer service and I can imagine how this impacts families that cannot afford to set aside $775 until someone approves returning their money, potentially forcing them to wait to secure safe tires for their family until this occurs. I continue to have no idea when I will receive my money back.

Thank you for your time. 27 minutes was the call I just hung up from. The majority of it I spent on hold. My refund has been approved. It will be sent by check within 7 to 10 business days... so I should have my money I paid in advance for a service I never received on 6/25 back by 7/14-7/17... unbelievable and totally unacceptable. Steer clear of Monro... literally!!

Then he said one bill was being processed but not the other and would submit that one again. I then found out from someone else that they no longer handle refunds in that way and they must be approved by upper management. I continued to call (currently at 13 phone conversations since March) I was given the VP Bart **'s number, who did not answer my calls or return my voicemails. I also tried calling their district number that I was given from Liam as well. Nobody cares. I told Liam that I would need to be updated throughout the process, and yet I didn't hear back.

I physically went to the store to tell him I'm still going to figure this out. He promised he would advocate for my refund because he thought his guys did the job wrong. He said he was going to process it through worker error to hopefully get me my money I was promised. Since then, he has not returned my messages that I left with the assistant. I called corporate today and they said one claim was denied, and not up for further discussion. Just repeating that over and over like a robot. I'm hoping someone from the company who actually cares will see this and help me. Please.

The last time they were checked was on November 21 of 2025 and they said my brakes were fine. I brought them in today, five months later and I have no pads it’s metal on metal. The rotors were destroyed and the calipers were destroyed. I have only driven my car 16,621 miles since all this work was done (yes I keep very detailed receipts) so he knocked it down to $800 but my breaks feel like crap! I find it interesting that every woman gives it a zero review something to think about!!!!