Monro Auto Service and Tire Centers Monro, Inc., Monro Muffler, Monro Muffler Brake & Service Failed to properly service vehicles Hooksett NH

My husband and I have been bringing our vehicles exclusively to Monro for annual inspections, tires and regular maintenance work since moving to Hooksett in Dec 2008.

On November 2, 2021, we purchased a 2nd hand used vehicle for my husband who commutes 80 miles round trip daily to help offset the milage, lower gas costs and minimize wear and tear on his truck. Knowing this was a used vehicle, we wanted our trusted Monro shop to look over the new (to us) vehicle which was a 2013 Ford Fiesta with 49,786 miles on it.

2013 Ford Fiesta -  

11/07/2021 - Vehicle was brought in for the Inspection, Oil Change and Tire Rotation, After the inspection, we were informed that the vehicle needed a new Serpentine Belt and Brakes (front & rear)

·        1st Issue – Keith advised that we needed brake pad and rotors for both the front and rear, apparently he was confused and called us back to correct that this model had rear drum style brakes and pads & rotors were only needed on the front – service was authorized and completed

·        2nd issue – Keith stated the store did not have the serpentine belt and would need to order and service scheduled when part came in, this was agreed to and Keith stated he would call us when part was in

o   We called the store to check status a couple of days later and Keith stated that this store did not have the stretcher tool needed to replace the belt and recommended we take the car to a Ford dealership, Keith was advised that the part could be bought with the stretcher tool or a stretcher tool could be rented. Keith was unaware and stated he would speak to store manager and call us back – no call was received

o   My husband stopped in after work a couple of days later and was told by the manager that he couldn’t talk as the store was full and would get details from Keith and call us back – No call was received

o   We called after a week had transpired and were told that the manager had gone on vacation and there were no notes on the issue/part order

·        3rd Issue – Keith advised that during the tire rotation it was observed that several lug nuts were stripped and should be replaced, this was agreed to

It was after this repeated back and forth without result that we decided to take the car to another local garage mechanic who could complete the work as I was concerned that the worn belt would fail and cause engine damage

Additionally my husband and I had lost faith in Monro’s ability to service our vehicles and felt that the new management/mechanics did not have the same level of concern/urgency for safety issues that we had seen from the prior experiences with Monro and this store. This lack of trust was confirmed when in December 2021 the Chevy Silverado experienced a reoccurrence of the Oil Pressure Sensor/Switch light display and warning issue that Monro had previously service the vehicle for, see details below.

2012 Chevy Silverado

10/31/2019 – Brought in for Oil Pressure Sensor/Switch light display and warning

·        The sensor was replaced and is indicated on the itemized bill as “Misc Service” for $287.60

10/30/2021 – Oil Change/Tire Purchase/ Inspection

·        Total Billed amount was $1452.68

12/17/2021 – Reoccurrence of Oil Pressure Sensor/Switch light display and warning

·        We brought the truck to the new garage mechanic on 12/21/2021 after being very happy with the service provided on our other vehicle (Ford Fiesta)

o   The new garage determined the following:

§  The vehicle was missing several quarts of oil and was dangerously low and could be the cause for the sensor warning, after topping off the oil the sensor continued to display the warning

NOTE: There was no oil spray in the engine compartment and no oil on floor of garage indicated a leak of any kind

§  The Sensor/Switch was removed where it was discovered that the screen filter was missing for the Monro replaced Sensor/Switch

o   It is likely the low oil and/or missing screen filters were contributing factors to the Monro replaced sensor failing a second time

·        Concerns:

o   Silverado: The low oil could have resulted in significant engine wear and potential to cause the engine to seize completely

o   Silverado: The missing screen filter could have led to premature sensor failure as a result of sludge and debris building up in the sensor

o   Fiesta: On 02/01/2022 we brought the Fiesta to the new garage mechanic for an oil change and tire rotation – the lug nuts that Monro stated they replaced back on 11/07/2021 were either never replaced or alternately the service techs managed to strip new lug nuts which had to be replaced again

§  Stripped lug nuts could fail and cause tire to fall off while driving

Requested Resolution:

1.      First and foremost, I would like to see the Hooksett NH Store Employees retrained and provided oversight by a general or district manager, if my husband and I have experienced these types of service & safety issues, how many other customers have significant safety issues with their vehicles serviced at this store that those customers may not be aware of.

2.      Silverado: Reimbursement for the labor/parts for the 10/31/2019 Sensor work and the 10/30/2021 Oil Change in the amount of $351.48 (see attached invoice from new garage mechanic)

3.      Fiesta: No Reimbursement requested at this time