ComplaintsforMonro, Inc.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  INVOICE ****** Hello, My name is **** ****** and I patronized the Arlington Va location at 2503 Franklin Rd on 12/12 and received my car back today 12/15. To begin, I have been a Monro customer for years through multiple locations and never really had an issue until this. I took my car into that location on 12/12 because it began pulsating, and the check engine light came on. The General Manager(whom through out everything was very pleasant) had me sign off on the document for it to be checked. However I noticed that there was a $150 diagnostic fee. Full disclosure when I had the work done, I as NEVER charged diagnostic fee, as it frankly comes across as a bit greedy(especially in the time of a pandemic). I stayed with the car, and about two hours later, i was told that there were multiple issues(speed sensor, and it was being recommended that i get tires, control arms, brakes, rotors, tune up as well). This would bring this close to 5/6k but I said ok. One concerning item is that when Mike(the mechanic was explaining the issues to the GM, there didnt seem to be much clarity at all with the issues, as the GM even said at one point, " what would be the most logical thing to do". From my point of view, given that I just paid $150 for a comprehensive diagnostic, logic shouldnt come into play, it should be clear what the issues are. I left the car there as I was told several of the parts wouldnt be able to be ordered until the next day. As I was leaving, Mike stated to me " he wanted to simply try to clean off the axles and sensors, as Mr Tire will try to get every penny from me". This of course was alarming because then it brought into the question what the validity was of what I was being told was necessary and wrong with my car. The next morning I called and spoke to the Asst GM, Daniel and he told me that now the parts wouldnt be available until Tues(this required an additional hotel stay, as well as multiple lyfts) because the parts would not be available when I

  Customer response

  12/16/2021

  INVOICE 261274
  Hello,
  My name is **** ****** and I patronized the Arlington Va location at 2503 Franklin Rd on 12/12 and received my car back today 12/15. To begin, I have been a Monro customer for years through multiple locations and never really had an issue until this. I took my car into that location on 12/12 because it began pulsating, and the check engine light came on. The General Manager(whom through out everything was very pleasant) had me sign off on the document for it to be checked. However I noticed that there was a $150 diagnostic fee. Full disclosure when I had the work done, I as NEVER charged diagnostic fee, as it frankly comes across as a bit greedy(especially in the time of a pandemic). I stayed with the car, and about two hours later, i was told that there were multiple issues(speed sensor, and it was being recommended that i get tires, control arms, brakes, rotors, tune up as well). This would bring this close to 5/6k but I said ok. One concerning item is that when Mike(the mechanic was explaining the issues to the GM, there didnt seem to be much clarity at all with the issues, as the GM even said at one point, " what would be the most logical thing to do". From my point of view, given that I just paid $150 for a comprehensive diagnostic, logic shouldnt come into play, it should be clear what the issues are. I left the car there as I was told several of the parts wouldnt be able to be ordered until the next day. As I was leaving, Mike stated to me " he wanted to simply try to clean off the axles and sensors, as Mr Tire will try to get every penny from me". This of course was alarming because then it brought into the question what the validity was of what I was being told was necessary and wrong with my car. The next morning I called and spoke to the Asst GM, Daniel and he told me that now the parts wouldnt be available until Tues(this required an additional hotel stay, as well as multiple lyfts) because the parts would not be available when I was told they would be originally by the GM. Again, I bit the cost on this and then came back yesterday (12/14) to finally pick up the car. When I arrived, the check engine light was still on, yet I was being told the car was fully fixed and i needed to pay $5500. I stated i was concerned by the light as this was the original reason i even came in(this is even documented), but was told by mike that it was a battery issue and would be solved by simply driving the car. Also, now i was told they actually now didnt need to do the axles. So now Im again questioning the validity of there work as there is confusion on what parts were needed. Also, I was traveling back to PA, so sending me out in a car with a chk engine could be extremely dangerous, yet the Asst GM Daniel whom was present was fully prepared to do so.  As a result of credit card issue, I had to come back today at 9:15 to pick up the car. Mike was present and mentioned again the chk engine light to me and the GM, The GM seemed to be confused about what was being stated, as was I, but Mike was able to clear the code and I departed. Not an hour into my trip, the pedal went completely to the floor and my rpm's dropped, then rose, dropped , then rose. I had to pull over multiple times just to get home. Please know this occured on I95 , an incredibly busy high way and I couldve been killed. I called the store when I got home, and Daniel answered. I explained what occurred and his response was( and i encourage Monro to listen to the tape) was thanks for calling. Not a we are sorry, I will let the GM know, NOTHING. My life could have been lost due to this negligence, and not a thing was said. Needless to say, at this point I am looking into legal options, as Ive reached out to my attorney regarding what happened. I thought it would be appropriate to let Monro what is going on in their stores. 
  
  Cost associated with this experience :
  $5529- botched car work
  $17.98/25.86- additional lyfts for 12/13 and 12/14 once the parts werent available when originally promised
  $140- Hotel Room needed once the parts werent available when originally promised
  
  ** And the car is still loud and not functioning properly**
  
  
  

  Business response

  01/19/2022

  This letter is in response to the complaint from **** ******, #********.            We have looked through the documentation that Mr. ****** provided our office regarding what he had to come out of pocket at the ***** shop as well as his invoice with us and the hotel bill and the **** rides.  It has been determined that we would be able to refund Mr. ****** for the out-of-pocket expenses that he incurred at ***** the hotel and the **** fairs this in total is $2,384.09.  This refund will be processed in the form of a check and will be processed on Friday January 21, 2022 and put in the mail on Monday January 24, 2022.  The address in which the check will be coming to is the address that Mr. ****** has provided here to the Better Business Bureau.Thank you for your time,Theresa G*******Guest Services Manager Monro Inc.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 30th I took my secondary vehicle to Tire Choice Auto Service Center to have my spare tire moved onto my back driver's wheel. Both tires were rusted on and I could not get them off on my own, they said they would do this for a low cost around $25. I dropped off the vehicle on 10/30/21 after hours and was told that the vehicle would be looked at the next day. On October 31st I was called and told that the vehicle was ready and that I could pick up at any point, I informed them that I was currently out of town and would not be able to pick up right away. They assured me that there was no issue. I stopped by the shop roughly 2 weeks later and saw that the tire on the truck was flat and left. I had planned on saving up some money and getting two new tires from Tire Choice. When I called on 12/10 to get a price quote for tires I was informed that the vehicle was no longer there. They told me that the property owner "probably" towed it. They gave me the number of the towing company ###-###-####, when I called this number they said that they had no record of my vehicle and told me to report it as stolen. I then called Tire Choice again and asked for the number of the "property owner" to see if they used a different company and they gave me the number ###-###-#### Self Recovery. I spoke with someone there who let me know that Tire Choice had called it in as an abandoned vehicle. It had been in the impound lot for 5 days, I was never notified or spoken to by Tire Choice again after the one phone call on 10/31/21. I was a customer who they had towed. My fees were $289, and I was never told or warned that if I left my vehicle there too long that it would be towed.

  Business response

  12/21/2021

  This letter is in response to the complaint from ******* *****, #********.            Unfortunately, I would need a bit more information regarding which shop Ms. ***** is speaking of regarding where she had her vehicle before it was towed.  Also, If Ms. ***** can provide us with a copy of the tow bill and fees that she incurred when the vehicle was towed from our location, I can review the information at that time to see how we can assist further in this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  12/22/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have attached the Towing invoice.  On the invoice it provides the date in which it was towed, the address it was towed from, and the reason for impoundment.  If you need any further information please let me know. Regards, ******* *****

  Business response

  12/22/2021

  This letter is in response to the complaint from ******* *****, #********.            After speaking with the location that Ms. ***** had her vehicle and my director unfortunately, we would not be refunding Ms. ***** for the impound bill that her vehicle acquired due to the vehicle being towed due to the length of time it was at our location.  There is a sign at our location from the owner of the property that states that all vehicles that look to have been abandoned and are on the property an extended amount of time will be towed.  Monro Inc. does not own all of the properties that our shops sit and therefore the owners of those properties do have the right to tow vehicles off of the lot that are not claimed.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE VIEW THE WORD DOCUMENT ATTACHED WHICH LIST MY FULL COMPLAINT. On 12.8.21 I called the Mr. Tire located in University Heights, Ohio and spoke with Jim. I called for a price quote on a 2007 ******* ***** driver side Window Regulator. I was told a price could not be provided without seeing the vehicle. Now, we are talking about a Window Regulator which I offered to provide Year, Make, Model, and VIN # etc,. Jim states it's other information they need, I asked like what? He said they need to make sure that's the problem. I advised him that I do not want a  diagnostic done for this. All I wanted was a price for a Window Regulator with and without the motor. Please explain why this price could not be quoted by phone? Please do not tell me it's a company policy because I know that isn't true. I've had repairs done for two other vehicles in the last 60 days and I know a price could've been given by phone. I called the Maple, Solon, and Mayfield Height locations and prices were provided for parts and labor by phone. The only information needed was year, make and model. I  spoke with Jim several times that day but on my final call to him late yesterday evening, I agreed to drop my vehicle off.  Craig is the gentleman who assisted me as Jim was not there. I told him please call me in the morning regarding the cost for parts and labor. I made sure to advised I did NOT want a diagnostic test done. He said they will not guarantee it will fix the problem without a diagnostic test begin performed. I let him know I had already discussed this with Jim and I'm okay with not having the test performed. On 12.9.21 about 8:30 am I was contacted by Jim with pricing for parts and labor. Price quoted was roughly $550.00, I then told him I'd call him back to let him know how I wanted to proceed. I then called back around 9:30 am and asked if the price included the motor or was it just the Regulator? Jim states no motor included.

  Business response

  12/21/2021

  This letter is in response to the complaint from ******* ********, #********.            Ms. ******** spoke with my office on December 10, 2021 regarding the matter of the shop that she spoke to not being able to give her a price quote over the phone and stating that they needed to see the vehicle.  We apologized to Ms. ******** and filed a formal complaint regarding this matter and the representative that Ms. ******** spoke with offered Ms. ******** a Service Certificate of $100 that she can used toward her next service.  This Certificate is good for up to a year and can be used at any one of our service locations.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brakes and rotors replaced 2/13/21 11/8/2021 brakes and rotors found to be incorrect. Installed incorrectly and were a danger to the safety of my vehicle. I have since taken possession of incorrect parts and went to the location of service and explained the problem with no help. Please assist me in the return of 513.00 dollars in charges. Invoice # ******

  Business response

  12/21/2021

  This letter is in response to the complaint from ******* *********, #********.            Mr. ********* brought his 2013 **** ******** in on February 13, 2021 and stated that he would like the shop to “check over the brakes, getting a vibration in the steering wheel.” Our shop in Williamsburg VA replaced the front pads and rotors on the vehicle.  We do not have any record that Mr. ********* brought the vehicle back with any concern with the brake work that was done in February and the warranty for our brakes carry a lifetime warranty on the brake pads and a one year warranty on the labor as well as a one year warranty on the rotors and their labor and as it states on the back of our invoices our warranty is only valid at one of our locations and our warranty is voided when the vehicle is taken to an outside shop.  Therefore, we will not be refunding Mr. ********* for the services we provided.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought in my ******** for a slow leak in a tire. Told salesperson tire probably needed a patch. After waiting for 2 hours for a patch, I was told my vehicle was ready and went to pay bill. To my astonishment, my bill was $118.78! This was because Tire Choice charged me for an oil change that I did not need along with a tire patch. In fact, I had just had the oil changed 5 days prior at another facility so it in no way needed to be changed! As I was in a rush to get to a work meeting, I did not have time to dispute the charge. In fact, I actually didn't look at the receipt in detail till I got home since I was in a rush. Once I got home and noticed the charges, I told my husband. He called the store and asked to speak to a manager. They took his number and no one ever called back. Hence why I am now getting BBB involved. The air started leaking out immediately after leaving Tire Choice. I ended up making an appt with the car dealership to check on the faulty tire. Low and behold the tire was not even patched. In fact, there was still a nail in it. The dealership even gave me the nail as evidence. Therefore, I am requesting a refund of $118.78 for the oil change I did not need and a tire patch I did not receive! Tire Choice should be ashamed taking advantage of their customers. From reading complaints, I notice this is not an isolated incident.

  Business response

  12/10/2021

  This letter is in response to the complaint from ******* ******, #********.                         With looking over Ms. ****** Invoice I unfortunately would not be able to authorize a refund of the invoice amount at this time.   I would ask that Ms. ****** please provide documentation that she had an oil change elsewhere and that she had to have the tire repair or replacement from the dealership, and I can review it at that time.  According to our invoice Ms. ****** requested “oil change, rotate and patch drivers rear therefore the services were requested at the time the vehicle was brought to the shop for service.   Thank you for your time,   Theresa G******* Guest Services Manager Monro Inc.     Theresa Griffith Customer Service Team Lead Office Phone:  ###-###-#### Email:  ************************** Department Fax #:  ###-###-####  

  Customer response

  12/10/2021

  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 am providing documentation showing that my oil for the ******** was topped off on 10/31, four days before bringing in my vehicle to Tire Choice. I originally brought my ******** to Tire Choice on the morning of 11/3. I told the salesperson that my tire was leaking and probably needed a patch. He informed me that he was booked up for that day and had numerous cars in front of mine, but he could make an appt for me the next day. I accepted and brought my car in the next day. I NEVER requested an oil change at any point, so it is appalling that they changed my oil and also never even fixed the problem with the leak. I am also attaching the receipt from the dealership showing a nail was pulled from my tire and tire patched. To add insult to injury, there was absolutely no tire patch on the tire showing Tire Choice did not even perform the task for which I was bringing my vehicle. Please make this situation right and refund me the $118.78 charged erroneously from Tire Choice.  Regards, ******* ******

  Business response

  12/21/2021

  This letter is in response to the complaint from ******* ******, #********.            I have reviewed the documentation that Ms. ****** has provided, and I will be refunding Ms. ****** the $118.78 that our shop charged for services that were not requested or asked for on her vehicle as well as services that were asked for however were not completed.            Ms. ****** refund will be processed on December 22, 2021 back to the Visa Card Ms. ****** paid her invoice with on November 4, 2021Thank you for your time,Theresa G******hGuest Services ManagerMonro Inc.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to purchase a vehicle a 1999 ****** ******* so I took it into Mr tire and Massillon had to have it inspected they inspected it said it was good to go drive it till the wheels fall off the gentleman I called the gentleman that I was purchasing it from told him I wanted it so he had told me that it needed shock so I went ahead and had Mr tire install the shocks two weeks later the frame broke I had to have the vehicle towed and miss work I called them they acted like they didn't know me so I proceeded to call the corporate office corporate office had called had pulled the receipt and seen that they zeroed it out so they called them and asked him did they install the shocks they said yes corporate asking why they'd 0 to that they said they had no explanation so with that being said they wanted me to have it inspected by another one of their shops which I did I called them back they said that they turned it over to their insurance I've been dealing with them for the last few weeks they now said that they had nothing to do with it it's out of their hands and so I was told to contact the better Business bureau to get a resolution I did everything you asked me to to get it inspected again to I've had to repair it twice so now I'm out $3,000 in no vehicle because of their absence of opinion

  Business response

  12/09/2021

  This letter is in response to the complaint from ***** ****, #********.            We spoke to Ms. **** at the end of October regarding the work that she alleges was done by our shop, however we do not have an invoice for services being performed the documentation that Ms. **** has provided is an estimate however our company was never paid for services.              We have sent Ms. ****s information over to our risk department who have stated that our insurance company ********* have attempted contact with Ms. **** on multiple occasions.  They are the people that Ms. **** would need to speak to regarding this matter due to Ms. **** claiming that we caused this to occur to her vehicle. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mr Tire, Ellicott City Maryland November 6th, Saturday: date of transaction for the service. 1) FALSE ADVERTISING - On their website they state their prices are 50% less than Dealer prices or even lower. This is NOT true. 2) SELLING SERVICES NOT NEEDED: I did not need shocks nor want shocks. The ones on my car have destroyed the operation of my car. Need to be replaced. Not installed correctly and not right for my car. 3) REFUND: Manager Serge agreed that I am owed a refund of around $380.00 due to their error in giving me the tire discount, lifetime warranty I did NOT ask for, road hazard I do not want, TPMS service NOT disclosed, 10.00 over charge for oil change, I had a coupon, For one month, I am asking daily where my refund is, and I get different stories and lies, I call corporate and it is no better, I am OWED $380 REFUND AND WANT IT. 4) TIRES: Wrong tires put on my car and caused terrible vibrations and damage to my vehicle. 5) lie, refuse to process my refund, refuse to help me correct the damages they did to my car, corporate will not help, slander me, 6) Manager lied to corporate and told them I threatened them and they called the police. This did NOT happen. Slander, They are trying to discredit me. Childish, unprofessional and just does not make sense. Why will they not process my refund??

  Business response

  12/08/2021

  This letter is in response to the complaint from ****** *****, #********.            I spoke with Ms. ***** on Saturday December 4, 2021 and expressed to Ms. ***** that we would need the supporting documentation that she had regarding the price match for the tire pricing, and it was at that time that Ms. ***** refused to send me documentation and demanded that I speak with the shop and tell them to send me the documentation because they have it in a drawer at the shop.   When I reached out to the shop, I gave my email to send the documentation that they had over to and after reviewing the documentation that was sent to me I would be able to refund Ms. ***** for the Road Hazard Warranty, the TPMS kits that were not explained to her, along with the $10 that was not honored for the oil change coupon and the $40 difference in the standard install vs the LTI that she was charged for.   However due to us not having a copy of the NTB price match that Ms. ***** states on her paper I would not be able to honor a price match at this time however if Ms. ***** would provide us with this documentation, I can review it at that time.                So, to recap I can process a refund for the overcharges of $261.88 + tax if this is accepted however if Ms. ***** is looking for a price match, I would need that documentation to review.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  12/10/2021

  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, ****** ***** They are Liars.  The Mr Tire store just told me they are processing a FULL refund which was around $380.00.  This email states otherwise. So what is the situation and for how much did your process the refund for.  There is NO refund in my bank account. I submitted all paperwork to the storewith Serge and Nate as managers where the situation happened. They are suppose to submit the documentation and they know this refund is owed to me. So what is the problem?  They made an error adding up my bill and now it is my fault and my responsibility to address this, NO.  I did go back several times to the store to address thi refund owed to me. I provided documentation to the store twice with no results.  YOU need to follow up on this and give me the money owed or I the next step is to court.  ALSO MY CAR IS NOT DRIVEABLE DUE TO THE BAD SHOCKS PUT ON AND CAUSED ME TO HAVE AN ACCIDENT LAST EVENING COMING HOME FROM WORK I AM MISSING WORK TODAY AND INCOVENIENCED AND NEED THE SHOCKS NOW CHANGED TO ****** OEM PART. THIS IS VERY VERY SERIOUS.

  Business response

  12/21/2021

  This letter is in response to the complaint from ****** *****, #********.            I did not process the refund after my last response due to not receiving confirmation that Ms. ***** accepted that amount.  However, Ms. ***** has provided my office with the documentation regarding the price match for her tires and after the representative spoke with the Director of the department, we are refunding Ms. ***** in the amount of $401.57 which includes the amount from the price match as well as the add on services that Ms. ***** was not interested in having.  This refund is being processed today December 21, 2021 and should be back onto her **** Card within 3 – 5 Business Days dependent on the bank.            As for Ms. ***** stating that her vehicle is no longer drivable due to the bad shocks on her vehicle causing her to have an accident, we would recommend that Ms. ***** reach out to her insurance company and they can subrogate with our insurance company at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/26/21 Monro performed a total front brake job which cost $1,317.63. Ten days later the vehicle was stuck on the side of the road with a flat tire. Who would have thought the two were related. The observant tow truck driver said the flat tire was due to the caliper not being properly secured, a direct connection to the brake job that was just done. The tow truck driver was so sure this was the case, that he sat at Monro, after towing the vehicle, waiting for the manager to show up for work. After much arguing with Andrew, the manager, I finally contacted the district manager. He ended up making the situation right, after days of no vehicle and much stress. Less than 4 months later, the brakes went on the vehicle. A different repair shop, gave an estimate for the exact same repairs that were supposedly done the first time. I contacted Andrew, who, once again, was very rude and had no customer service skills and did not want to rectify the situation. As a matter of fact, while I was talking to him, he was talking to another employee in the shop, not listening to me. I heard him say "it's not an oil change if you didn't change the filter, so you have to do it again" Anyone that had an oil change done there probably did not get a new filter. I contacted corporate to file a complaint. The district manager, after several days and a second call to corporate, left me a message. When I returned his call and left him a message, he never called me back. After days, again without the vehicle, the second repair shop charged $1,366.45 for the exact same work that was supposed to have been done in July. The company, manager and district manager have not done anything to make this right. I will never do business with this company and will make sure that I tell everyone I can about this experience.

  Business response

  12/08/2021

  This letter is in response to the complaint from ****** *****, #********.            I have reviewed the documentation that Ms. ***** has provided regarding the work that is needed on her vehicle at this time, however we would need to see the paid invoice that Ms. ***** has had the work redone due to her stating that she has now had to pay $1,366.45 for the same work.  Once I have that documentation, I will review it here with my director in order to find a resolution to this matter.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Business response

  12/21/2021

  This letter is in response to the complaint from ****** *****, #********.            I have reviewed the documentation that Ms. ***** provided to us regarding the brakes and Wheel Bearings needing to be redone at an outside shop and we are going to be processing a refund in the amount of $1,317.63 which Ms. ***** paid to us on December 22, 2021 back to the **** Card That Ms. ***** paid on July 26, 2021.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Customer response

  12/31/2021

  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

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought tires for my 1993 ***** on 10/5/21 at Tire Warehouse in Augusta, ME 04330. At check out I asked about alignment on the vehicle since it had not moved from the place the tires were installed. I was told their machine was broken. I asked how soon I should have the alignment done. They said ASAP. Wow! What if I hadn't asked? So they set me up with an appointment at their Waterville, ME store on 10/11/21. See receipt. I looked at my (Augusta, ME) receipt when I got home and saw it stated that an Alignment was declined by the customer. Blatant Lie! I never would have had tires done there if I had known an alignment was not included in the price. I looked up the word FRAUD and found this meaning: wrongful or criminal deception intended to result in financial gain. ALSO, if I'm not mistaken, I was charged for the alignment = $124.99. It would be an awful coincidence, since the charge for the alignment in Waterville was exactly $124.99. See receipts. Again, Fraud. I called the Tire Warehouse customer service number on 10/5/21 and was told a District Manager would phone me. That DID NOT happen. Today is December 2, 2021. I feel I have been taken advantage of. I can stand up for myself, but what about other people that have no clue what is being done to them? They may not know to ask for an alignment. I would like my money back ($655.90). And in case they did charge me for the alignment in Augusta I would like to open some kind of a case on them. On the very same line where it says customer declined alignment, $124.99 looks like it was added to the total charged. Why would they list Subtotal of Declined Parts? To make it easier on the person working this case, the uploaded scans should be looked at as Scan 2, Page 1// Scan is Page 2//Scan 1 is page 3.

  Business response

  12/08/2021

  This letter is in response to the complaint from ******* *****, #********.            I have reviewed the documentation as well as the complaint Ms. ***** filed here at my office, and the alignment could not be done on October 5, 2021 due to the machine being down therefore they put the alignment into the declined section to note that the alignment had not been done to remind the guest that it is recommended to be done as soon as possible.  The cost of the alignment was not added to the total that Ms. ***** paid when looking over the invoice the total is reflecting the total cost of the tires, the road hazard coverage the install and the tire tax.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

  Customer response

  12/09/2021

  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, ******* ***** Yes, my view was not that they charged me for the alignment. They told me NO SUCH THING AS FAR AS GETTING THE ALIGNMENT DONE ASAP. I HAD TO ASK. MY COMPLAINT IS THAT IT STATES I DENIED THE ALIGNMENT. I DID NOT DENY THE SLIGNMENT!!!!!!!!! I WAS NEVER ASKED ABOUT IT! If they say that automatically appears on the receipt that is not acceptable. They lied about something I was not told OR asked about. Totally unacceptable. In Maine, we have an Applied Warranty law. This may not be that, I'll find out. Fraud is pretty apparent here. This is all totally unacceptable.

  Business response

  12/09/2021

  This letter is in response to the complaint from ******* *****, #********.            We apologize that Ms. ***** believes that our shop is trying to commit fraud however this is not the case I assure you.  We apologize again that the alignment was on the invoice and that Ms. ***** was not informed that she should get the alignment done as soon as possible by the shop and had to ask that question of them.  Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.

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