Date: September 19
I have a 1996 Volkswagen Jetta GL, which was brought into Monro Muffler/Brake & Service to have the muffler, exhaust component, and exhaust pipe replaced on February 4. Twenty months later (October 30) I returned to have the muffler and exhaust components replaced due to severe rusting of all the components. Twenty-three months later (September 9) I returned AGAIN to Monro to get my muffler checked out because of a rattling nuisance that was coming from the undercarriage. The estimate revealed that the muffler once more rusted out and needed to be replaced! Further damage and rust was found within the exhaust pipe, which also needed to be replaced!
This is a serious problem with your product, but the worst part of it all was how the local shop in Steubenville, Ohio seemed NOT to be concerned with this issue and demanded that I pay for the replacement of the pipe. I was told that another muffler would be installed without any reassurance that rusting would not occur again. No reasons were given as to why the components were rusting out as frequently as they have. Subsequently, the very next day after the inspection (September 10), the pipe rusted through and broke off completely from its connection to the catalytic converter!
This is another serious problem that the shop was not concerned with! If the converter becomes damaged it will be due to the faulty rusty-prone components that were installed by the shop. I hope that you and the local shop will be able to understand that if this occurs, not to expect me to be liable for the damage of the converter!
Why is this happening to your product and why is your shop willing to continue to replace unsatisfactory products onto vehicles?
I am pleading with you for assistance in helping me with this situation. I went to Monro Muffler/Brake & Service with the understanding that it was a nationally reputable company with outstanding products and service! It has become more of an inconvenience and a nuisance for me to get the exhaust replaced, than it is for me to endure the rattling of the under carriage. I do not feel that the local shop was or is willing to assist me in a manner that would stand up to the company's standards of The Monro Doctrine!
Had I known that my time and energy would have been wasted in trying to correct a problem with your product, I would have NEVER gone to you in the first place! This has left a bad impression in my mind of which I cannot ever see of possibly recommending your company with anyone that I am acquainted.
Date: September 20
Rafael Padin (Customer Service Manager) from Monro called me up and told me that they should not be responsible for the pipe since it did last about 3 years. My complaint was about the issue of being inconvenienced by returning for faulty rusty-prone exhaust system which will eventually lead to further damage to my catalytic converter!
I asked if he could please send me a written letter stating the company's position, but he advised me that a verbal response was all that he was willing to do!
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