Complaints

This profile includes complaints for Monro, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Monro, Inc.

  200 Holleder Pkwy Rochester, NY 14615-3808

• 

  Monro, Inc.

  100 W Bonita Ave San Dimas, CA 91773-3005

• 

  Monro, Inc.

  1098 Huntington Dr Duarte, CA 91010-2475

• 

  Monro, Inc.

  121 S Diamond Bar Blvd Diamond Bar, CA 91765-1604

• 

  Monro, Inc.

  18837 Colima Rd Rowland Heights, CA 91748-2940

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ****** answer me whatsoever. I just want my refund back for a service paid for on a car that’s not mine. I provided my credit card statement below where you can see the two charges a week apart.

  Business Response

  Date: 05/19/2025

  This letter is in response to the complaint from *** ******,
  #********.            We apologize
  that there was a delay in the processing of Mr. ******’s refund.   Due to the amount being more than $300 it
  did need to have two approvals to be processed this is our company policy.   I received the approvals today and Mr. ******’s
  refund will be processed tomorrow May 20, 2025. 
  The $389.87 that Mr. ****** paid for the incorrect invoice will be
  refunded back to the ********** the invoice was paid with and he should see the
  refund reflect to his account within the next 3-5 business days. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  As someone that is not a mechanic, I bring my vehicle into a well known mechanic shop to have work done/inspected. I need to trust my mechanics. After doing research and talking with ****** dealership about the issue since I thought they did me wrong, yes, I did agree to have the brakes only done, I did not get rotors as the company stated. I agreed to the work because I was made to believe my vehicle was unsafe to drive with having 2mm brakes, when they were actually 5-6mm (allowable under Virginia state inspection, and measured that way when I got my oil changed at ****** dealership a couple weeks prior, shown in attached pictures). So when I am misinformed by the shop mechanic and state inspector, yes, of course I agreed to have work done. After my research I found that my issue could’ve just been the clips that hold the brake pads could’ve just needed grease, a simple quick fix. Having 5-6mm brakes wouldn’t cause the issue, but brakes that don’t move correctly due to no grease could cause the issue. Though again, I was misinformed by the mechanic and state inspector that I thought I could trust. I am still requesting a refund due to the shop misinforming me to get me to get work that was not needed. I will also state, yes, the brakes are working better, since they did replace all of them and heavily greased the clips(which un greased clips could’ve been the issue) example: if my car isn’t driving straight and just needs an alignment, an untrustworthy shop could say I need new tires and an alignment, then of course it will drive straight and drive better. Though an alignment could’ve been all I needed and I could’ve saved money in that scenario. I believe Mr Tire needs to make things right by offering a refund. Talking to the shop and making sure they do their job correctly is not the fix. State inspectors should know how to do a basic measurement of brakes. Being misinformed that my vehicle is unsafe to drive by a state inspector is not my fault.
  
  Regards,
  ****** ********
  
    they keep telling me I’m denied a refund and they measured right. I ask to talk to a supervisor at corporate and get the same answer, they’re busy but I will send you to the voicemail. I never get a call back.
  If a company this big has state inspectors that don’t know, or just know how to scam people by using the tool improperly, that is clearly criminal if they are doing it on purpose.

  Business Response

  Date: 05/08/2025

  This letter is in response to the complaint from ****** ********, #********.            We apologize
  that Mr. ******** is not happy with the brake work that he agreed to be
  performed on his 2019 ****** ***** *****
  Also we apologize that Mr. ******** feels that the technicians that
  worked on his vehicle did not measure the brakes correctly, with that being
  said we will not be offering a refund for the services due to Mr. ********
  agreed to have the pads and rotors replaced on his vehicle and he is not
  stating that there is anything wrong with the brakes that we have installed
  onto the vehicle.              The matter
  of Mr. ******** believing that the techs did not measure the brake pads
  correctly will be addressed with the staff that work at that location.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

  Business Response

  Date: 05/12/2025

  This letter is in response to the complaint from ****** ********, #********.            A refund of
  services will not be offered Mr. ******** signed the invoice agreeing to the
  services.  Inspections are performed by
  state certified individuals, and they stand behind the services that were
  recommended for the vehicle to pass inspection.   The requested services also on the invoice
  state that Mr. ******** requested the brake pads to be replaced as well as the
  lug nuts.  There is no other invoice for
  Mr. ********.  There would be nothing
  further we would offer here at guest services.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir/mam I am writing to formally raise a complaint against the Tire Choice Auto Service Center located in Pleasanton, California, regarding a recent service experience that involved improper brake installation on my vehicle and an unresolved refund. On [exact service date [ feb/08/2025 ], I took my 2014 *** ****** Hybrid to the Tire Choice Auto Service Center for the following services: • Replacement of front and rear brakes and rotors • Oil change • Air filter and cabin filter replacement Soon after the service, I noticed a serious issue with the front brakes. Within three days, I returned to the shop and explained the issue. However, the staff inspected the vehicle and assured me there was nothing wrong, and advised me to continue driving. Still concerned for my safety, I took my car to ****** **** ****** in Santa Clara on April 3, 2025, for a second opinion. Upon inspection, they informed me that the brake parts installed by Tire Choice were incorrect and unsafe, and recommended immediate replacement. I followed their advice due to the serious safety concerns and had the correct parts installed. After this, I returned to the Tire Choice service center and showed them: • The faulty parts they had installed • A video from the other mechanic demonstrating the issue The staff acknowledged their mistake and assured me that a full refund for the brake service would be processed. However, as of today, May 6, 2025, I have not received any refund. I have visited the service center twice since then, and each time they claim the refund has been escalated to the head office, but they are unable to give a timeline or confirmation of payment. This situation has caused me considerable distress and inconvenience, not to mention the safety risk I was exposed to due to their negligence. I request: 1. An immediate refund of the brake service charges. 2. A written apology acknowledging the error and delay. 3. Reimbursement for the additional cost I incurred due to

  Business Response

  Date: 05/08/2025

  This letter is in response to the complaint from ********** ********, #********.            I do have a
  refund request that was sent up from our store in Pleasanton regarding work
  that Mr. ******** had stated that he had redone elsewhere, and I have the approvals
  to process the refund however we need the documentation from the outside shop
  that has corrected the services on the vehicle.   The store has informed me that they have
  reached out to the guest multiple times requesting the documentation from the
  guest however he has failed to reach out to them or bring the documentation by.   If Mr. ******** would be so kind as to
  forward that documentation over to me, I will get the refund for what needed to
  be corrected on the vehicle by the outside shop refunded to him.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,and find that this resolution is decent to me. However, I believe I should receive a full refund because I was told the previous repairs would fix my vehicle. In reality, the work performed at Mr. Tire was unnecessary, and I ended up paying for unnecessary repairs that did not resolve the issue and caused several inconveniences. Best Regards,
  
  ****** ****** III
  
   day, March 23. The next day the car shut down on me on my way to work. I was forced to have the car towed to ******* *** in Whitehall, OH. At ******* **** it was determined that a faulty, off-brand high-pressure fuel pump had been installed by Mr. Tire. The dealership replaced it with the proper OEM (Original Equipment Manufacturer) part. Their invoice confirms that they addressed the same components— fuel pump—that Mr. Tire had previously worked on, but this time the repair was successful, and the issue was resolved. Additionally, ******* *** determined with the invoice that the other work performed by Mr. Tire, including the replacement of certain parts and the oil change, was unnecessary and unrelated to the actual issue. This led to additional costs that should never have been incurred. The use of non-manufacturer parts, the misdiagnosis, and the performance of unneeded repairs not only failed to correct the initial problem but also introduced new mechanical issues.

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from ****** ****** III, #********.            I have
  reviewed the documentation and invoices that Mr. ****** has provided and the
  evidence of the text messages between Mr. ****** and his mechanic shows that
  the fuel pump failing was due to an internal failure and not due to the work
  that our store has provided.  With we are
  willing to refund the cost for our fuel pump that we installed as well as the
  fuel system cleaning $816.16, as well as the service we provided $265.41 that
  was paid to our shop on the second visit as well. The breakdown is as follows.$265.41 (invoice from March 22, 2025)$816.16 (fuel pump and fuel system cleaning done on March
  17, 2025)            If Mr.
  ****** agrees with this refund proposal, I will process the refund to the
  credit cards that the guest paid with.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/3/25 I took my 2024 ********* *** **** to Monro/Tire Choice on 1210 E Commercial Blvd Oakland Park, FL 33334. I was having issues with noisy breaks. They put it on the lift and immediately damaged my drivers door, they proceeded to take my breaks apart and damaged the breaks and sensors. I was then given a business card to a body guy and told it would be cheap for me to get it fixed. I reached out to customer service via phone call to Monro and filled a claim #****** and sent over all supporting documents and pictures to *************************) after calling no less than 10-15 times and sending additional emails I was finally told it went to the the damage’s department and was given a number to call. When you call it prompts you select to select to options and then place you on hold only to have you leave a voicemail. Not once have they responded or reached out. They are very obviously avoiding me and will not cooperate on any level. I am trying to avoid a lawsuit but it’s getting to a point I will have no choice

  Business Response

  Date: 05/06/2025

  
  
  This letter is in response to the complaint from **** ********, #********.
  
              Mr. ********’s
  case was given to our liability department who in turn got our insurance
  company involved to investigate this matter. 
  The claim number with ********* insurance is ******* and the rep that is
  handling the case is **** ******.  You
  can reach Lisa at ###-###-####.  There
  would be nothing further that guest services can do regarding this case.
  
  Thank you for your time,
  
  Theresa G*******
  Guest Services Manager
  Monro Inc.

• Initial Complaint

  Date:05/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 19 year old college student went to Monro in Warren PA to get an oil change. He was first asked by the manager to go purchase his own oil filter because they did not have one in stock. He should have been asked to reschedule the appointment, asked to come back when their staff went to purchase the oil filter or have the oil filter delivered. My son came back from the auto parts store and the oil changed was completed. After the oil change my son had problems with oil leaking. I told him it could be because the vehicle is older. 2011 ********** *****.He watched a video on how to add oil. The oil light kept coming on so I switched vehicles with him . We took it to our mechanic .Our mechanic said the filter was incorrectly installed. It was jammed into the housing unit causing the filter to be damaged. I called the manager and he said he would issue a refund. Within a week no refund was issued and he told me he did not know how to process the refund. I gave him another week and he said he would try to issue it again He wasn't sure how to work the machine. I gave him another week He said his supervisor would need pictures and the invoice which I provided. I never heard back from him. I called him again and he said he would CC me on an email with his supervisor and let me know the outcome. He never called or included me on the email. He said he forgot to include me and he ran out of time to call me. I called the corporate office several times and I was promised a call back which nobody ever called me back so I kept calling. I did get a call from a claims manager and he was confused why he was assigned to my case because it was for vehicles that were damaged not for this kind of claim. I did receive a phone call on Saturday April 26th from a claims representative and she said she would put this to her claims team on Monday and somebody would call me back but nobody did. I have called this company including the store over 20 times trying to resolve this matter.

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from **** ***, #********.            I have
  reviewed the documentation that Ms. *** has provided regarding the oil change
  that was performed by our location and the invoice for the oil change that was
  done at ********** **** **** and determined that we would not be refunding the
  cost of our oil change or the oil change that was done at the other auto shop.  There is nothing on the invoice from ********** **** that indicates that our oil change was done incorrectly or that there was
  an issue with the oil filter that had been installed onto the vehicle by our
  shop.  Furthermore, the guest has
  traveled over 4000 miles since our service was performed which would be within
  the recommended time frame to have an oil change performed on the vehicle.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday April 19,2025 Ken Towery changed the oil in my 2007 *****, while at the estasblishment I noticed the tech, J. G******* using a towel to clean up what appeared to be a spill. After services were completed I noticed my car driving weird, and some smoking. I assumed it was just something minor and continued to drive. On Tuesday, April 22,2025, my car was still driving weird ( slight hesistation ) and started smoking more than before, I heard a loud pop and the car shut off. I had to call a tow truck to take to ****** ********** To my horror: the battery, alternator, radiator and serpentine belt were all damaged and had to be replaced. Total repairs; exceed $2000. I am requesting that Ken Towery refund us for the repairs, due to their mistake of spilling oil or something inside my car causing this OUTRAGEOUS repair bill. MY CAR was driveable prior to getting oil change from KEN TOWERY and afterwards it WAS COMPLETELY undrivable .

  Business Response

  Date: 05/06/2025

  This letter is in response to the complaint from ****** and
  ****** ********* #********.            Mr. ******** has not reached out to us here at the guest services department to resolve his
  complaint.  We apologize that Mr.
  ******** had a concern after having his oil changed at our location.  I have filed a claim regarding the alleged
  damages that occurred after our oil change was performed on the vehicle however
  the document that was provided from the outside shop is not legible and our
  claims department would need a copy of that document to assist further with
  this matter.  To reach out to the claims
  department we do as for a couple day grace period however you can reach that
  department by calling ###-###-#### and then dialing option 5 for the risk department.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.