Monro Muffler Brake & Service

DO NOT GO TO MONRO. NOT HERE, NOR ANYWHERE.
I used to go to Monro and receive excellent service and quality of work. Management changed, and now it is terrible. DO NOT GO HERE. Both the service and customer service department is the worst I have ever experienced. This has been going on for 5 months and I have yet to speak with anyone who was nice or willing to help.
— I went to have my car’s minor oil leak fixed. They looked to where the oil leak was and «fixed» that part and told me it was safe to drive. After 1 week, I was leaking 1 quart of oil every 50 miles (this made for a very long 7 hour drive from MI to WI). Not including what I was leaking when my car was not running. My car was more damaged after the repair than before.
— I took my car back into Monro and they found another issue, which they fixed. The next day, it was continuing to leak a ton of oil.
— I called Monro about the issue and they did not care to resolve the mistakes. I left my car with them for 4 days. During that time, they did a more thorough inspection on my car and found that the problem was actually a $ 1500 fix. Later, I found out that the original part that was «broken» had been working just fine.
— I went into Monro 3 times during the time my car was in the shop. They told me that it was not Monro’s responsibility and refused to do anything about my wrongly diagnosed oil leak issue. The manager and mechanic were insulting and disrespectful.
— I disputed the charges with Visa because Monro would not claim fault or even compromise with me. I ended selling the vehicle to a dealer because it was too unsafe to drive — so I couldn’t have the charges reversed.
— Monro requested 2 of the 3 charges I contested. So Visa only charged me for 2. Monro later sent me a bill requesting the 3^rd payment.
— I then spent 3 weeks talking with the billing department about all of this. Mariam was the person I spoke with and was not helpful. She was short, annoyed, and disinterested in my case and was not willing to work with me. She was supposed to send a message regarding her contact with Visa but never did. I had to contact her each time for 3 weeks, which left me frustrated with the customer service department.
— I contacted the manager who was also short and unwilling to help. All she said was «I’m sorry».
Monro Customer Service is the worst. They are rude, disrespectful, and not willing to help you with your situation. I have been dealing with this issue for way too long. I am disappointed and unhappy with them and will never go back Monro.

I have been going to Monro in Waukesha for two years. After the past couple of months, I will never return.
In recent months, I’ve had four tires replaced, brand-​new brakes put on (front and rear), as well as my driver side wheel bearing replaced, tie rod replaced, and tires aligned — not to mention countless oil changes over the past two years. Each of these services outside of the oil changes came to approximately $ 2,300. To be clear, the times I’ve dealt with Phil he has been honest, up front and transparent. Everyone else, not so much — technicians included. Lately, Phil has not been around.
Tires:
A few months ago, I had four new tires put on my vehicle — a cost of about $ 750. Less than 24 hours later, one tire went flat. I had to have this tire replaced at full price. Since then, this tire has steadily deflated; I have to fill it at least once every three weeks. At my most recent appointment, I asked them to check the tire pressure. They didn’t. 200 miles into a weekend work trip two days after leaving Monro, I realized three tires were at 44 PSI and the low one I specifically asked about was as 21 PSI. I had to fill this on my own, fortunate it didn’t go flat.
Brakes:
I had my front and rear brakes replaced a couple months ago — a cost of more than $ 700. Weeks later, they are already squeaking. When I brake, my steering wheel shakes visibly. When I recently brought up my brake issues, there was no mention of having them looked at — no concern whatsoever.
Wheel Bearing/​Tie Rod:
This past week (July 2015), I took my car in to have the driver side bearing replaced. This service was suggested by Phil during my most recent oil change about five weeks prior. I was told the service would cost about $ 400 – 500. When I took my vehicle in this week and left for the day, there was a new employee at the counter in training and I was called by him and told the service would cost $ 800 — now with the tie rod needing to be replaced, tires aligned, and for labor costs. I was also told the passenger side bearing should be replaced soon as well. This was never mentioned previously. After paying $ 800 and leaving Monro for the one bearing and tie rod, a mere several miles down the road, my passenger side bearing began making a loud grinding noise. The months leading up to this, there was no noise nor any noticeable issue with the passenger side bearing. I called to ask why and was given a ‘told you so’ type response.
I brought my vehicle back in to get the grinding noise looked at this week, wondering why it hadn’t made any noise until after I left Monro, and was now told the service would need to be completed ASAP. Again, this was not suggested at any point that I was in for service at Monro leading up to this appointment. For entire bearing/​tie-​rod service, I’ve dealt with a new in-​training manager. When I went in to pick up my vehicle, he didn’t even come to the counter. Instead, an abrasive and confrontational technician came to the counter to tell me why I was wrong. He dismissed my concerns. He didn’t respond to my tire concerns, the air pressure/​deflating the squeaking brakes, or the fact that the moment I left Monro after he serviced my vehicle, there was a loud grinding that was never there before. When I asked why the passenger side bearing wasn’t brought up at my oil change a month prior, he said the technician who worked on my car had been fired — but he didn’t tell me why, who, or seem remotely apologetic for having, in essence, told me I had received sub-​par service due to this «fired» technician (despite the hundreds of dollars I spent with him apparently still on staff). Again, the manager I had dealt with didn’t even leave the garage — he remained outside in the garage smoking a cigarette. This technician also told me, in no uncertain terms, that I am welcome to take my car elsewhere (i.e., ‘get lost’) — even though he also told me Monro was responsible for the poor service.
I have been a loyal customer with Monro for two years. Due to the poor, abrasive and rude customer service I’ve had in recent months, the sub-​par and abnormally expensive service, the dismissive manner in which they’ve treated me, and the general ‘we don’t give a sh**’ about your car, concerns or safety, I will never go to the Waukesha Monro again.
The way I’ve been treated and the inconsistencies/​ambiguities with which they’ve spoken to me, I feel taken advantage of and dismissed. I’ve been telling anyone who listens that Monro is THE place to go — that you can trust them. Unfortunately, I was wrong. I’m not sure if there has been turnover on staff or if it’s because I’m a 20-​something who knows little about cars with an open wallet, but everything I once believed about this place I now don’t.
Find someone who will treat you with respect and accountability. Monro in Waukesha isn’t that place.

I went to go and get my oil changed & Phil the owner said «we have ‘$ 8,000′ worth of work and there is no way we can get your car in today.» When I had an appointment!!! I don’t want to sit here and listen to the amount of work you have to do. Then, my barring broke, I had to get that replaced. He was going to charge me 600 $ when the barring itself costs a whole 200 $ they really rip you off. I talked to them and asked why my wiper blades are off. Cuz the snow this year & couldn’t scrape the ice off. That messed it up & they fixed it the first time & then, it got messed up again. They looked at it & did something to it. It started to make noise. A very loud squeaking noise. Kinda upset. & they said they did nothing to it.
I liked this company until things got worse.

The current manager, Phil, is great to work with. He doesn’t sugar coat anything, and he doesn’t try to upsell you unecessarily. He works hard to keep us as customers, and he treats us the way we want to be treated. We will continue coming to this repair shop as long as Phil is the manager. I can’t imagine he’ll be there forever, seeing as he is too good for someone not to steal him to go somewhere else. Willie and Tirrell are also great, I’ve only had great experiences with them.

I would recommend this place to anyone and everyone. I’ve never had such a pleasant experience taking my car in as I did with Monro in Waukesha. Phil made sure that the work was done efficiently and works hard to give his customers the best possible price. They were even kind enough to replace my headlights free of charge! Now that’s what I call customer service. I will certainly be back to Monro in Waukesha for all of my vehicle needs. Thumbs way up, guys!