Monro Muffler Brake and Service
500 Southern Artery, Quincy, MA 02169
(617) 770-0155
I have a 2005 V6 Ford Mustang and have been driving it for 5 years, the car is in almost perfect condition except a minor problem with handbrake which I noticed 3 years ago – handbrake still woks but is very stiff and difficult to pull up – but this doesn’t affect driving at all. But a month ago my wife asked me to fix the handbrake anyway because she needed it for road test.
Then I drove my car to Monro in March to have someone check the handbrake. They told me that the front brake pads need to be replaced, also they will lubricate the handbrake cable to see if that will fix the issue or not. And after the repair I noticed that the handbrake didn’t improve so I brought my car back in April to have them re-check it. The guy (probably manager) said the handbrake cable should be replaced but the cable is not in stock and will be available by late May. Since I still need my car for daily use I decided to drive it back until the cable is available.
The day when I took my car back, right after I got into my car I immediately noticed that the handbrake is loosened (no resistance at all) and after just a few minutes’ drive I smelled brake rubber burning, I realized that they had done something wrong to my car and didn’t put everything back properly. I have to stop my car on the road side and called Monro (tel: 617-770-0155):
Me: ‘what is going on with my car, why rear brake is locked? ’
Monro: ‘brake cables need replacement… I don’t encourage you to drive your car’
Me: ‘Then why you didn’t tell me in first place’
Monro: ‘I told you that, your car is not drivable’
I was pretty SURE that guy didn’t mention anything that my car has become un-drivable either in the phone or at the counter but I didn’t want to waste time quarrelling so I hang up and have it towed back to my garage.
And the worse part comes – After one month waiting I called Monro wondering if they could provide an update for availability of brake cable, and apparently they have forgotten it at all.
After reminding him (Manager Ralph?) he told me ‘the cable will be available in end of June’. Me: ‘but you said it should be available in May, I don’t want to wait for another month’
Monro: ‘I didn’t say that, I said June’
Me: ‘You said very clearly that the cable is in back order and will be available in May’
Monro: ‘…I will check with Ford again and call you back’
Nor surprisingly I never got call back, so I decide to go to the Monro auto repair shop again to talk to them face by face.
Me: ‘Have you checked with Ford? ’
Monro Manger: ‘yes, it will be available by the end of June’
Me: ‘I don’t want to have it repaired here anymore, please put everything back in my car and restore it to its original drivable condition’
Monro Manager: ‘We didn’t do anything to your car, when you brought it here it was un-drivable’
Me (don’t know how he would be so shameless): ‘I have been driving it for 5 years, when I brought it here it is in perfect drivable condition, the rear brakes are not locked’
Monro Manager: ‘it was un-drivable’
Me: ‘This is the second time I am here, the first time you guys replaced the front brake just a month ago, and how could you say it was un-drivable. I drove my car here for repair, not towed it here, and I have to tow it back after your Repair? ’
Monro Manager: ‘you have driven it for a month and put a few hundred mileages on it and it has become un-drivable after that …’
Well, I gave up, had my car repaired by another Ford dealer, don’t want to talk to this Monro Manager guy who is totally without sense of shame and keep lying to his customers once and once again. He may look friendly but actually is dishonest and doesn’t even acknowledge what he has said to his customer. So be cautious if you ever consider get your car repaired there except very basic maintenance like oil change. They may damage your car and will never confess what they have done.
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