Complaint Review: Monro Muffler Brake & Auto Service

On 3/30/2009 I went in for a routine emissions testing for my car, I was called an hour later to come pick my car up and that is when the Mgr. Paul J. Golaski told me that my front left wheel bearing was loose and that it needed to be replaced or I would fail the emissions test. I said, how much would it cost me to get it done right now at Monro he priced me $800 plus labor on one front wheel bearing, I told him in the bay that there was no way that one front wheel bearing cost 800 dollars! When we got back to the front office I stated that he was trying to rip me off in front of his customers, he belittled me in front of his staff and customers telling me I know nothing about cars because I am a woman and I have no idea what I'm talking about when I actually do know what I'm talking about because I went to school for 3 years at the Arizona Automotive institute of technology in Phoenix Arizona; but as a customer I have the right to speak up if I feel I'm being ripped off if he wanted to talk privately we could have went outside but he wanted to argue with me in front of his customers.

Then the Paul Golaski called the Manchester police department because he said I was refusing to pay my bill when I stated I needed to go to my friend's car to get my wallet to pay for the bill. He then refused to let me speak to the police to clear the issue up I paid my bill and I have my receipt. Then Paul Golaski proceeded to tell me to leave the premises and never set foot back there again or else! So in reality Paul threatened me the customer. I Told Paul I was going to report the Manchester store to the BBB and call the corporate office with a complaint.

1. He never gave me a reject sticker so I didn't know how long I had to get the problem fixed.

2. He threatened me the customer in front of other customers and co-workers.

I called the corporate office and spoke to a VERY rude CSR rep that refused to let me speak to the Mgr and he also refused to tell me his name. I also tried to call the HR department several times to see if they could help me. I finally got someone to give me your # but then we played phone tag back and forth and since I already reported the company to the BBB I felt that was enough.

I was told my the Department of Motor vehicles in Concord to go back to Monro because I got my left front Wheel bearing replaced but told them I was threatened by the Mgr in Manchester so they suggested I take it to the one in Hooksett. On April 4th I called the Manager who seemed very nice and I explained what happened down at the Manchester Monro saying I reported the company to the BBB and complained to the corporate office and wrote several e-mails to the HR department that I just wanted to be treated as a fair customer. He said he would take care of everything for me and said he would speak to a high up person named ADAM about the situation. I dropped my car off and 30 minutes later I came back and picked my car up he assured me he looked at the front left bearing and said that indeed it was replaced. I paid him, thanked him for being kind and drove off
I parked my car in the driveway and used my roommates' car for the next week and a half because I needed her station wagon to transport furniture and parts back and forth from MA to NH for family. I then drove my car to work this past Friday for the first time after having the inspection done at the Hooksett Monro and I heard this weird loud noise coming from the front of my car as I drove to work from Manchester to Concord on the highway, as I drove home from work it got louder and my car was wobbly, I then got very nervous and called my mechanic he said to bring it in and he put my car on the lift and saw that the left front tire where Monro inspected it to make sure the wheel bearing was replaced 2 of the lug nuts had been snapped completely off and the other 3 had been tightened just enough to get loose while driving, he literally took the tire off by hand and said if I went to drive to go pick up my daughter that night in Salem, NH on the highway we would have been in a fatal car accident!

I have pictures of the snapped lug nuts and the bent rim where the lug nuts were snapped off. I also had an investigator come to my mechanics shop and looked at the snapped lug nuts and bent rims where they were snapped off to see if this was intentional I also called WMUR-TV Broadcast Center with my story who is willing to put the company and my story on the 5pm, 7pm and 11pm news since the company is not willing to pay for my damaged rim or take responsibility for almost killing me and my family. Monro retaliated against me because I called the BBB on them for rude service. Friends say I can Sue Monro for almost killing me and my family. Monro has still done NOTHING about getting me a new rim for my car and refuses to take the blame! I have contacted the Mgr and HR of corporate several times and have only been given the run around PLEAE if anyone knows what to do or has any advice I would really appreciate it!

Thanks!

ANGRY-NH

ANGRY
NH, New Hampshire
U.S.A.