Monro charged me a rate for fixing my brake that was disproportionately higher than its competitors and other local repair shops for fixing my brakes and rotors.
When I complained on their website, the customer rep, Mr. Christopher Johnson, offered to resolve the issue using their price match policy, for which I was no longer eligible (given the timing of my discovery) and noted to him. Nevertheless, I complied with his instructions, after his encouragement. Subsequently, he agreed to refund me the $100 excess charge, however it was in store credit, which was unacceptable to as a result of my sense of mistrust for the company and my lack of interest in returning to the company for any further care of my car.
I was reasonably questioning the integrity of the company and their business practices as I had experienced them as having taken advantage of me. Mr. Johnson insisted on a store credit refund so I asked to be directed to his supervisor, Mr. Terry Haschmann, the director of customer service who provided the worst model of customer service I have ever experienced. I am truly appalled that he holds such a position, given my previous experiences in the retail and hospitality industries. Mr. Haschmann lacked basic skills of demonstrating courtesy or empathy and cannot imagine that the CEO or board of directors are aware of the way he is representing the company. He truly seemed to require a basic training in customer service.
I am interested in contacting either the CEO, Mr. Robert Gross or the V.P. To report my experiences with their company and request my refund back in the cash value that I paid to them, given that the excessive charge was an error on the institution's part and not mine. My loyalty to the company has quickly disappeared and has been replaced by a strong distaste for the company. I have not only stopped providing them with my business, I have also been discouraging all my family, friend, colleagues and acquaintances to avoid doing business with them, especially females, because they fail to fulfill their mission of providing fair, service that is of optimal quality. Even worse, the do not maintain their doctine of "reasonable pricing", or excellent customer service.
Please let me know if you can provide me with the contact information for the V. P or CEO of the company as I do not intend to relent on this issue due to my worry that they will continue to behave in such a manner and continue to take advantage of disempowered consumers.
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