• Report: #598405

Complaint Review: Monro Muffler Brake & Service #339

  • Submitted: Thu, April 29, 2010
  • Updated: Mon, October 31, 2011

  • Reported By: S10Guy — Wilmington Ohio United States of America
Monro Muffler Brake & Service #339
1420 Rombach Ave Wilmington, Ohio United States of America

Monro Muffler Brake & Service #339 $450-$800 Catalytic Converter Wilmington, Ohio

*Consumer Comment: and i may

*UPDATE Employee: IF I MAY

*General Comment: look at your warranty

*Consumer Comment: monro tried to sell me a repair that i didn't need

*General Comment: to the last rebuttal

*Consumer Comment: not surprised

*Consumer Comment: $20-$25?

*Author of original report: My fault was what again?

*Consumer Comment: So..

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I had my worst, and last, experience with Monro Muffler at one of their Ohio locations today. Absolutely disgusting how they try to "gouge" people. 

I took my 1998 Chevy S-10 truck in to have an estimate on exhaust work. I was told it was the catalytic converter, would take about an hour to replace, and I had 2 options: pay $800 for a factory part replacement, or a "cheaper" brand for $450. WTH!

I left the shop and did some price checking. At the local auto parts store, I found the converter for about $225 and obtained pricing checks later that day for as low as $115.

When I went back to the shop, with money in hand mind you, to question the $450 estimate, I was told the catalytic converter was $315 and the balance was the labor charge. When I asked what the hourly rate was (they said it would only take about an hour), I was told $80 per hour. 

When I confronted the shop manager with the lower prices on the part, he said they weren't a parts store. He said rudely if I wanted to buy the part and put it on myself, I was free to do that. I asked them how they, in good conscience, could gouge people like they were doing with the parts markup and high labor charges. After some more heated words, I left the shop without letting them perform the work. The manager chased me down in the parking lot, trying to block me in from getting into my truck,  threatening to call the Sheriff on me if I showed back up! Don't worry mister, this is one "customer" who will never do business with Monro again, and I will be sure to let EVERYONE I know not to do business with you if you value your money and expect fairness and integrity from a repair shop. Word of mouth is the best form of advertising. 

Oh, I obtained another estimate for the repair work from a local, "non-national" shop, about $300 cheaper, installed and tax included, than the Monro estimate. Thank god for some honest people left in the world.

This report was posted on Ripoff Report on 04/29/2010 08:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Monro-Muffler-Brake-Service-339/Wilmington-Ohio-45177/Monro-Muffler-Brake-Service-339-450-800-Catalytic-Converter-Wilmington-Ohio-598405. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

and i may

AUTHOR: jamman - (United States of America)

to those who dont know the catalytic converters cost wholesale about 50 bucks or less depending on how many the company buys or how much of a jerk the guy is and distributers refuse to give him a good deal. any common misconception is that cats are worth alot of money in fact they are if the cat is used and the palladum has changed to platinum. so a new cat is cheap an old cat is worth more. i have in the past taken cats off my friends cars and took them to be recycled and paid for a new muffler and cat with the profit little welding little cutting and done for free or made money depending on the cat. so the guy who did the cat for this gentleman made 100 to remove and install and its a gm cat  and if he knew the right person he got 80 to 100 for it so really who won dont comment if you dont know......
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#2 UPDATE Employee


AUTHOR: philb - (USA)

I am truly sorry to here about your bad experiences with Monro.  I am the Store manager at Monro's Bath, NY store.  I am not your typical Monro manager.  I personally will quote only reasonably priced repairs.  Also before any and I mean any repairs are made I take the customer out to the shop and show them exactly what is wrong with their vehicle.  The managers in the past who have ran my store were guilty of over charging and doing poor work.  Since I have been in this store I have done nothing but try and make things right for my customers.  I came from a small independent garage in a small country town.  So I know what fair pricing and customer service is all about.  I don't like some of the pricing either so I will adjust it accordingly to make it reasonable for my customers to maintain their vehicles.  I may work for Monro... but I represent myself and not the name Monro.  I have a very good reputation  for taking care of customers and doing quality affordable work!  I plan on keeping it this way!  I feel that the managers who ripped off their customers should have been fired on the spot.  They are spineless worthless human beings.  All I ask is that please don't associate all the Monro's as rip off artists.  There are a few of us that are decent out here!  
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#3 General Comment

look at your warranty

AUTHOR: old busted - (United States of America)

Robert is correct. 100%. it cost alot to run a shop. and when you walk in and tell the manager he's ripping you off you insult his integrity so why is he gonna help you out and give you a better deal. monro will warranty that converter for 5 years or lifetime. that's the warranty most corporate shops offer. the other shop probably gave you a 90 day warranty if that. and yeah the other shop is gonna do it cheaper. they want you to bring them business back then they'll charge you more money when you return.

 also about the other rebuttals made. people don't pay attention to or understand what is being said to them. is the work required, suggested, or recommended. most people assume it all means "YOU NEED THIS WORK DONE NOW". it doesn't. and there are thing called "factory mantainance intervals". which are suggested "BY THE FACTORY". most serpentine belts are suggested to be replaced at 30,000 miles on most cars reguardless of condition to prevent other problems. waterpumps with the timing belts are suggested at 60,000 miles on most cars to prevent problems like destroying your engine reguardless of it's condition. businesses are there to make money plain and simple. not to do it for free. in the end you get what you pay for.
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#4 Consumer Comment

monro tried to sell me a repair that i didn't need

AUTHOR: toolman90 - (USA)

I went to monro to have my battery replaced under warrenty b/c it died. After they were done they said I need a new water pump and a serptine belt. tried to pressure me into getting it done. went and got a second oppinon at tires plus which looked at what was supposedly wrong and they said they didn't see anything wrong with those parts.
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#5 General Comment

to the last rebuttal

AUTHOR: Bill d - (U.S.A.)

sometimes people do not know there cars are broke(depending on the nature of the problem)---you talked about front end work and your car drove fine--here is an example--there was a lady with a 99 nissan sentra--at slow speeds when i hit the brake i felt a jerk in the wheel--when i had the car in the air(it was just an oil change) i checked out the control arm bushing--it was broke--i checked the other for comparison and nothing like the broken one---in any case--i told her about it and i know she thought i was tryin to rip her off cause to her-there was nothing wrong with the car and it drove fine--she just didn't notice this issue or just didn't know that was not normal--so i showed her how to produce this problem and she still thought it was normal---the point---yes-the car drove fine--it didn't cause the brakes to not stop the car or anything crazy--but regardless--the issue was still there and it was broke so i "recommended" it--of course she didn't cause she still thought i was tryin to screw her--the moral of the story---if you have doubts about what they say--ask to see the issue---there may be some people that recommend parts that are NOT broke hence selling you things you don't truly need--but these people either just buy the part thinking the mechanic is the expert and i don't know--or if they don't they assume they are getting jipped--again--there is nothing wrong with asking to look at the part in question
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#6 Consumer Comment

not surprised

AUTHOR: Ohio Consumer - (United States of America)

they don't just mark up prices, but will attempt to fix things that are not broken. a fews years back i took a vehicle to a local monroe shop to have exhaust work done, and they attempted to rope me into front end work that did not need done, and never had to be done the rest of the time i owned the car, which was another two years.

car ran fine without the extra work they claimed i needed, and continued running fine for another couple of years to the person i sold it to. i too learned a lesson to stay away.

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#7 Consumer Comment


AUTHOR: Robert - (U.S.A.)

If the mechanic you went to is only charging you $20-$25 an hour labor and almost no markup on the parts, you seem to be asking for trouble.  Which at least should cause you to investigate this person a bit more.  Is he is fully insured, bonded(if required), a licenced and LEGAL shop?  As all of those "costs" add up and even at $25 an hour I doubt he would be able to cover those costs.  Especially if he is paying a mechanic anything more than minimum wage.

Now, if he is totally legal and fully covered only charging these rates, and able to stay in business.  Then OH must have a bigger difference in cost of living than I thought.  As around here even small independent shops are going to charge you around $70 an hour for labor.

So if all is good and you trust him then yes continue to go him and just hope that he does not go out of business.

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#8 Author of original report

My fault was what again?

AUTHOR: S10Guy - (United States of America)

The point is, I didn't go to a dealer knowing full well I would pay "high-end". I understand original manufacture parts are more expensive, and I understand there is a lot more overhead (bells and whistles with the facilities, etc), than an independent shop. That's why our great U.S. Senate has introduced the "Right to Repair" bill to give consumers more choice about where and when they have their vehicles serviced.

Instead, I chose to take my vehicle to someone who just 2 months ago pleaded with me to get him business, questioning where I had bought my new tires, my shocks, etc. His last words to me then was "Bring me your business, I'll match anyone's price."

Yet in this instance, it was apparent he wasn't willing to negotiate at all, and in fact tried to make me out to be the bad guy for exposing his outrageous markups and inflated labor costs. This country has gone broke because of people getting paid more than what the economy can bear to support. Look at all the automobile union workers, no company can sustain paying people wages the economy won't support. 

Most people who go to Monroe do not realize it is more than a "repair" service center. It seems to be a "sales" and "commission" center, where management and technicians are urged to make the company profitable anyway they can, is it not? Just my opinion from my experience.

I'm sorry, I missed your point. I was at fault how again? For asking questions? For challenging an estimate I felt was gouging me? For questioning someone's business practices? More consumers need to do what I did and shop with their wallet. Then places like this would either have to adjust their business model to be more fair with the markets they serve, or they would go out of business. 

Yes, the local quote I got was $300 different than the Monroe $450 quote (still have no clue why they gave me an initial quote of $800 for an hour's work on a 12 yr. old vehicle with 224,000 miles!). The part was installed today and I am very pleased with the service. The businessman was referred to me by 3 other individuals in one day, and I am 100% satisfied with the work he did. You can make an honest living without gouging people ($20-25 per hour labor is very generous in any line of work), and when you deliver quality service & work, the business will follow.
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#9 Consumer Comment


AUTHOR: Robert - (U.S.A.)

Sure the Autoparts store would sell you a converter for $225.  Are they going to install it for you?  What if it is bad are they going to pay the labor to have it removed and a new one put in?

Labor, and $80 an hour is on the lower side, covers the mechanic and costs involved with them only.  It does not cover the rest of the shop costs, that is where the markup on the parts come in.  Don't like the markup then find somewhere else, as you did.  But if you think they were bad perhaps you should look at what the actual dealer would charge you.

Now, you found another mechanic to do the job for you for $300 less, $300 less than what the $450 or the $800.  If it was from the $450 that means you payed about $150.  For a part that you say the cheapest you found was $115, they would have had to have gotten you that price and paid about $35 in labor.  If they did a good job on it..great for you.  But if there is a problem just hope that they have not closed up shop and moved on.  If it was from the $800 you paid about $500 which is still $50 more than the price they quoted you.

I won't say that what he did was right by chasing you down the parking lot.  But from what you wrote here it seems as if there might have been a bit of fault on both sides.

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