Monro Muffler, Brake faulty workmanship faulty parts poor customer service practices Ripoff Rochester New York

After having several problems with exhaust work done to my car, I've given up on the folks at the Brattleboro, VT Monro store and have gotten my issue fixed 100% satisfactorily at another shop.

Tough thing seems for these folks is that the old non-functioning parts have been disposed of and ARE GONE. I can't get them back, but I still am out $448 for the work done at Monro.

1. I tried to work out a refund with the customer service folks, I was immediately told to write or fax my experience, which I did. The phone number is pretty useless.

2. I tried to work this out with the store manager, but all though he talked up a storm, in the end he was still unable to authorize a refund. I've gotten the work done at a more competent shop, so at this point my only dealings with Monro is to try and recoup my money.

3. I tried to work this out with the regional manager, but he's never around, doesn't answer his phone, and will only work with me if I can return the parts. Again, no go... as stated several times in previous correspondence.

4. Filed a complaint with the BBB, my number #1280429, their number #22002508 (I can't explain this number difference) and was told that again, they want their parts back... I had the problem corrected 2/12/2005, didn't hear back from regional manager until 2/17 (which was the first I'd heard they wanted the already-cut-and-weled-possibly-defective parts), but dumpster was emptied on 2/16. Monro: I can't get your parts back.

Seems the BBB can't help me any further. Issue will remain outstanding for 3 years.

5. Now I am trying this route, as I see that Terry has actually taken care of some folks on here. Not so in the letter I got from the BBB dated 3/7/2005 @ 6PM. The letter pretty much states that I need to return the parts and haven't, and that now they want invoices for all the extra times that I went back and complained about the exhaust leaks. I don't know what to tell you, you'll have to talk with the store manager about that because I never signed or was issued any paperwork when I went back each time with various problems.

Perhaps if I bring my issue to a more public forum, it will motivate Terry to help me out.

But I guess if it doesn't, and all we keep talking about is the parts that were thrown out over a month ago, I'll have to go through the hassle of doing the small claims court route. It's more work for both of us, so I don't know why Monro won't take the easy route but following through with their customer satisfaction claims.

I wish I could make someone understand that the work done to my car was not satisfactory, and if they stand behind their customer satisfaction claims, than someone will take care of me and refund my money.

I have invoices from both shops, listing the same part names, labor charges, etc. Dated two weeks apart. If Monro had done their job, why would I have gone somewhere else? I'm not some kind of scam artist, and I also don't have this kind of money to just burn on places like Monro.

I have a legitimate problem with this company and the half-dozen people I've tried to work it out with are NOT helping as of yet. I feel VERY MUCH like I've been ripped off and the return part requirement sounds like an excuse not to issue a refund.

Ben
Hinsdale, New Hampshire
U.S.A.