Monro Muffler / Brake & Service Chain Stores , Donald Mead, Store manager, Hanover, MA Hidden fee rip off at Monro Muffler / Brake & Service chain stores Hanover, MA and Nationwide Nationwide

When I paid for car repairs at the Monro Muffler / Brake shop in Hanover, MA the repair bill was higher than quoted over the phone. After paying my bill and returning home I discovered a line on my invoice under miscelaneous for "Shop supplies" with a fee of $39.00. 

I called the store and spoke to the manager who's name appeared on the invoice, Donald Mead. I asked him what the hidden $39.00 fee was that he never disclosed when we talked about the cost of repairs. He said the $39.00 fee was a "company policy" from the national office in Rochester, NY. Again, I asked what was the fee actually for? He replied that it was "for whatever we want it to be".  I said I didn't authorize or approve being charged for his office supplies, so I wanted the fee credited back to my mastercard. He refused, and said if I didn't like it I could talk to the people at the company headquarters.  So, I did. After making a complaint to their customer service department they confirmed the hidden fee policy which is 9.9% of the invoice, and caps at $39.99 added to customer bills. This hidden fee is never disclosed, and is buried near the bottom of the computer printout bill.

So this practice has been going on day after day dinging consumers to the tune on millions of dollars on a nationwide scale for quite some time.  I know that in my state of Massachusetts, a car repair shop needs prior authorization before going ahead with new parts and labor fees, and they have to speak to me, before going ahead with anything. However, this rip off fee hidden on the bills is never disclosed.

I would like to see a class action lawsuit filed against this national chain for ripping off consumers of millions of dollars in hidden fees, and that money returned to their customers.

Jim Morrison