I'll just post my whole complaint I had to email to them------
I would like to file a complaint regarding customer service and the services preformed on my vehicle at the Jamestown NY location, and file a complaint about the manager Jason Green.
I brought my vehicle to my normal mechanic the week before due to the brakes scraping, they had a 2 week wait for an appointment.
At this time my vehicle was stopping just fine and the mechanic said I most likely just needed new front brake pads since I had just replaced the rotors a year ago. We knew the back brakes were going to eventually need replacing. Our mechanic suggested that we should at least do the front pads for now since we will obviously still be able to stop very well with new front pads, and to do the rear brakes when we could afford to do so. Upon seeing a sign for $109 brake pads while driving past Monro, I called them to see if they has any sooner appointments than the one with our regular mechanic. They got me in the next day.
I told them I wanted only the front pads done. They called halfway through the day to tell me that I needed back brakes done too, to which I replied, I know, I can only do the front right now, I will do the back later. The man on the phone was very rude and acted like I knew nothing about cars. He abruptly hung up the phone after he could not sell me on back brakes too. Then he called back to tell me that I suddenly needed front rotors too, which I was shocked by, since they just were replaced last year. He was very persistent and eventually convinced me to up my bill to $350 for the rotors too. I said okay go ahead and do the front brakes and rotors. He said he would call when the vehicle was ready and he never did. I had to call back after waiting for hours and he said "oh yeah it's been done" our appointment was at noon and we didn't get the car until around 6:00 pm.
We drove the vehicle home a short distance and it seemed okay, brakes were a little bit "spongy" but I figured they didn't bleed them all the way because of how busy they were and since it was too late and they had closed I decided to call in the morning. I had to drive the vehicle to work the next day as it's my only car. I almost blew through two stop signs and the brakes are totally almost to the floor. The ABS light even came on in dry road conditions.
When I called Monro, the man on the phone was extremely rude and dismissive of my complaint. He said it's all because of the rear brakes. When confronted about the fact that the vehicle stopped completely fine when we brought it in out of precaution ONLY due to a slight scraping noise, he said nope. It's because "you wouldn't let me put the rear brakes on too". This makes absolutely no sense. If the car stopped completely fine when brought in, and now it's 100% worse than it was when we brought it in, why would it not stop. The man was very angry when we called back a 2nd time to ask more questions. He said he would not even inspect what our issues were until we paid for the rear brakes.
I firmly believe that that he either did something to these brakes because he was mad that he couldn't sell us on rear brakes too.
The customer service was so rediculous! All we asked of him at first was to just check. Because the brake pedal no suddenly goes down to the floor. This man laughed on the phone and acted as if I was an idiot. He has no idea that I've done brake jobs before and know he did something on purpose. If I didn't work 60 hours a week I would have done my own brakes. But I trusted this business to not rip me off totally.
I asked for them to either fix the front brakes they ruined, or give me a refund and his response was "Good Luck with that" and he hung up!
I will be taking my vehicle back to my regular mechanic when he can get me in. I will have him inspect everything thoroughly to see what this man at monro did to my car. Did he even bleed the brakes? Probably not....
I don't have time or money to deal with companies that treat their customers this way, refuse to fix their mistake or even acknowledge that the customer is upset with their service.
I am now stuck driving an unsafe vehicle.
I would like someone to contact me or my fiance as soon as possible.
We would like to discuss a refund. And we are extremely upset that we left your company's parking lot worse off than when we came.
This is completely rediculous and we will be contacting the better business bureau if this is not resolved. And no, we do not trust Jason Green to do any further work on our vehicle after how we were treated.
Please respond via email or phone.
---- long story short we are out $300 and our brakes go to the floor now, waiting to see if Monro will respond. Sent that to the corporate office--- read more
