Complaint Review: Monroe Muffler - Franklin Pennsylvania

I recently had my car to Monroe Muffler to have the oil changed, tires rotated and front breaks replaced. I normally take my are to the dealership but my boyfriends found a coupon and wanted to save us a
little money.

Two days after having the car back I washed my rims and seen that there were major scratches all over them. I called the shop and asked for a manager. The first guy I got on the phone said he was an assistant and asked to help me. I explained my problem. He then put me on hold. Then someone else picked up the phone and asked to help me. I thought it was the same guy so I replied that I was on hold about my rims being scratched. He got snippy with me and then I realized it was a different person. I explained myself again and he instructed me to bring my car in on Monday when the manager was in (I thought I was speaking with a manager!).

I took my car in on Monday when Brad, the manager, was working. He took a walk around my car and seen the scratches but argued that they were not that bad and the passenger front rims was not scratched at all. He told me he would have to speak with his DM and get back to me. He said his DM was on vacation till Wednesday so it would be sometime after that.

I waited till Saturday and still heard no word from Brad or his DM. I decided to write a letter to the company through Monroes website. The only email I received back was one saying they received mine and would
respond shortly.

Next Saturday came around and I had not heard from anyone at Monroe yet. I called another shop close by and asked for there DM's name and number. I called John, the DM, and left a message on his voice mail.

Tuesday comes and we get a call from Traveler insurance asking if they can send an adjuster to look  at the car and if we can email our receipts from the work. Wednesday the adjuster comes and admits that
there is damage to all my rims and it is not curb rash. We let her know that we are starting to have other issues with the work. Ie. oil is now leaking which she took a picture of. My new breaks are now squeaking, my anti lock kicks in for no reason, and my "maintenance required" light is now on. She informs me to call Monroe back since she was only there about the rims.

I called the 1 800 number for customer service and get a rep on the phone named Lisa. I briefly explain my situation. She then says that she can not help me till my claim with the insurance company is closed. I
try explaining that I am having other issues and need to talk to someone. But she keeps interrupting me. She never once asked for my name or anything! I asked to talk to her supervisor.

Supervisor Chris gets on the phone and is rude too but he at least takes my name so he can look up the work done. The then tells me there is nothing he can really do and to bring the car back to the shop. I tell
him that I am not comfortable taking my car back to that shop, and would rater have the dealer look it over at Monroe's expense. He then said I would have to take that up with Travelers to see if they would do that.

I have never had problems with my car till now. It is a 06 Acura with extremely low miles! Guess I will be calling the insurance company back tomorrow and see where it gets me. Monroe's 1 800 customer service
number is a joke and the people are rude and do not help one bit! My question is should I asked for you, Terry Haschmann, directly next time I call customer service so I can get some help?

After reading the complaint about what had happen. I have to agree, some people come in for just what they want. Some come in for just a lube, oil, and filter. The management tells all the employees to check out the car to see what else the owner might need. They then make a estimate on what the repairs are needed and what the cost will be. They also try to pressure the customer into having these repairs done. I can say that alot of mechanics that work for the company are not trained properly and are under paid for there services. All I have to say is buyer beware. Watch the mechanic that is working on your car. They will do some tricky things to get more out of you. I have seen it. I was a General Manager of one of the sites.

If you look closely at our track record on this site, we have had only three complaints over three years. Given the fact that we have over 600 locations and service over a quarter of a million cars per year, the percentages are very favorable that you will have a very positive experience when visiting one of our shops. If a customer is truly unhappy with our service, all they need to do is contact our customer service department (the number is on the back of each invoice). I wish this customer had done so. We have highly trained representatives that will do all they can to rectify any situation. We work hard every day to see that every customer is happy with their repair. Unfortunately, no matter how hard we try, we can't please everyone. Director of Customer Service