Monro, Inc.

I am so disgusted by not only Monro in Old Saybrook but corporate as well. Long story short, they kept "fixing" my o2 sensors but the problem still persisted. Turns out I needed a new cad, but they couldn't diagnose it properly so I paid all this money for 4 new sensors. On a recorded line I was promised a full refund by Liam the store manager. After calling repeatedly (recorded) I was told my refund should have already hit my account and was unsure why I hadn't received it yet. I continued to call and check in and it still was not processed. 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 DeHaven'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.

STOP putting a call center between me and my mechanic! I have been a loyal customer of the local Monro shop near my house for years, since at least 2018, because the staff there is incredible. However, Corporate has recently made the brilliant decision to redirect store calls to a centralized call center. This is a massive failure for the consumer. Now, I can't even reach the shop to talk to the people who are working there! Why would I want to talk to a script-reader in a cubicle who can't see my car, doesn't know the shop's actual workload, and can't give me a straight answer on parts? I want to talk to the person with grease on their hands, not a 'Guest Services' bot. Your so call "efficient" is now a liability to your customers, or I should say "a few customers you have left". You have turned yourself into an obstacle for the people who are spending money for your service. I’ve already moved my business to a local shop where a human WHO WORKS THERE actually answers the phone. If you keep treating your customers like "leads" instead of neighbors, you’re going to lose the few loyal ones you have left. Fix your phone system and give the power back to the local shops. It's disheartening to see a local business has turned into THIS.

This rating is not for the actual shops, but for headquarters. A new answering service has been put in place where they schedule without being in touch with the actual shop. I scheduled an oil change, the answering service set it up for the same day, then the shop had to call to reschedule. Adding a barrier of connecting your customer with the actual shop, is truly counterproductive.

Monro Muffler Brake & Service butchered my wheel attempting to mount a tire(which they also damaged) and when I spoke with the manager he said" I don't have the authority to reimburse you for the damaged wheel, also I do not recommend contacting corporate because they will just have you going in circles and not help you. What I can do is offer you free service." So I left without my tire being mounted and wasting a day and a half. (the manager did replace the damaged tire with a new one, but they were not able to mount it for me.) when I got the wheel to the new tire shop and they took the mangled tire off of my wheel as it was halfway mounted and stuck. I discovered significant damage to the wheel from Monro trying to mount the tire...when I made it home with the new tire mounted by another shop and tried to contact corporate to find out how to start a claim to get my wheel replaced/repaired, I got on with a c/s rep in minutes. This is great, I thought. But after just a few short minutes of speaking (mid conversation) the line went dead and I was disconnected. I then spent the next hour and thirty minutes trying to get back on the phone with a c/s rep only to be lead through automated phone prompts and put on hold until once again the call was disconnected. All I can say is this is terrible business practice and I am very upset my wheel was treated with so little care there are so many deep gouges from the technician attempting to pry the tire on the wheel Monro Inc.

Terrible experience!!!! Called the Pendield location and scheduled an appointment for 7.30am the following day for an inspection. Arrived on time and was told that "my guy is not here yet and I don't know when he will be in" . While waiting I had the privilege to hear a corporate meeting in progress on speaker for anyone to hear. Probably should have had this meeting in a private office instead of front lobby for customers to hear!! Definitely not information that should have been shared as the presenter provided financial data and serious concerns about several locations!!! Very unprofessional!!!!! After waiting another 15 min some young snapper walked in and claimed he started the inspection. 35 min in I asked how much longer and was told it takes an hour!!! Never in my life did I have to wait an hour to get an inspection done. The lady in front (manager?) told me I called the wrong number and it is not her fault! Sounds like you have a scheduling issue! How do you run a business when you open at 7.30am but you dont know when your workers are reporting for their shift??? Again, unprofessional! My car was pulled out, keys handed to me and I left without a sticker on my car. No inspection done but they pulled off my sticker! I went to a reliable mechanic in East Rochester who did my inspection on the spot without any issues!! Lesson learned!!