Monro Muffler Brake & Service Complaint

Monro Muffler Brake & Service Complaint

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customer service nightmare


What began as a simple oil change, tire rotation and apparent break inspection led to a muffled clunking sound coming from the back, right rear of my vehicle. Since I had never heard the sound before and was at Monro in Kenmore NY a week prior, I assumed that something had possibly gone wrong and so I returned to the same shop. After nearly an hour of my wheel being off, I was told by a mechanic that my back caliper had seized up and needed to be replaced (how this was missed during the break inspection a week prior is beyond me). Labor plus parts was quoted at ~$398. Since I couldn't be without a vehicle for work the following morning, I decided to hold off until I could coordinate a ride and ended up taking my car to the Monro in Amherst.

After leaving it for an entire day, it was determined that my calipers were FINE and needed to be serviced. My break pads and rotors however (which I was told were in great shape the night before)were now fried less than 12hrs later. What was a ~$398 night now turned into a FULL break job that would set me back about ~$700. Needless to say, I was a little more than frustrated considering the potential safety hazard that could have resulted from listening to one mechanic over another (two different stories).

With the breaks being as they were, I had the work done and picked my vehicle up after 9hrs. Everything seemed great until the following day until a horrendous screeching sound began. My car has NEVER made such an awful noise in the years I've had it despite its age. I brought it back into the shop, had them take a look and was told that the noise should stop and if it continued to bring it back. Not even a day passed and the squealing/screeching came back even lowder. I brought the car back in, sat for 3 more hours, had the manager come out and explain that they replaced my back rear caliper (which I was originally told was FINE by the same person) and the back break line (which could have been flushed). This would set me back another $75 after installation had already taken place without my persmission.

After everything was said and done, I paid the balance, jumped in my car, went to drive down the street and the screeching returned! I immediately called back, arranged to leave my car at the shop AGAIN. After an entire day, my car was driven 20miles by a technician who determined that the break pads originally installed on my car were missing a lining which was creating uneven wear and awful noises.

In light of such an irritating experience, I went ahead and contacted the Monro Break and Muffler Corporate Customer Service-explained my situation to what seemed like a very concerned representative who offered to consult with his district manager on how the situation could be addressed. I had also emailed a formal complaint and have YET to hear anything back.

Such a disaster. Will not be honoring business with Monro ever again...


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