Monro Muffler Brake & Service

I visited here several times to have service completed on my car, ranging from tires to oil changes. Each time I visit the service and customer service is getting worse.
The second to last time they argued about a sale price they had on the front of the building, he tells me oh, that ended two days ago. I ask why do you advertise something that I as a customer can take advantage of. His response was that wasn’t his job.
The last time I went they left the oil cap off the car, it wasn’t until several hours later when the car started running rough that I found the cap on top of the engine block, they claimed they didn’t leave the cap off. It was a big mess and it smelled like oil for weeks.
Overall: I would PASS on this location based on rude customer service and lack the knowledgeable on the jobs they are performing.

I have been coming to this location since 2008 or so. I have always been very happy with their service, through 3 different managers! The managers and mechanics always treat me with respect and never try to upsell or scare me into getting work done that is not needed. Even though I don’t live in Watertown anymore, I still come back here!
I do primarily go here for oil changes and tire rotations, but I have had some more intensive work done. It’s always been done right the first time, and it has lasted. I recommend going here for good and friendly service!

I wish I could give it a 0 star.
I had two very bad experiences.
First experience was an oil change. The guy doing it forgot to put the cap back on engine oil compartment.
As I was driving, oil splattered out onto the engine and I started to see smoke. It was a huge mess.
Brought the car back and they washed out my engine compartment.
I gave them another chance with another oil change and this time I also did a tire rotation.
They over torqued the lug nuts in my wheels. While driving I heard a bad sound coming from my tires.
The lug nuts were basically falling off my wheels.
Almost had a very bad situation.
One of the wheels was down to just 2 lug nuts. This sounds like something out of an urban myth. But it’s real.
Luckily the Monro by the place where I was had a really top notch manager who agreed to fix my issue.
Never go to this Monro.

AVOID AT ALL COSTS
This place was my go-​to oil change and small-​job spot while I worked in the Arsenal. The old manager left, and the new guy leaves a lot to be desired. Took the car in for an oil change in May. During the inspection, I was told that my rear shocks were leaking and needed to be replaced. I was skeptical, but agreed to pay for the ~$ 500 job. I didn’t notice any changes to the way the car handled after the work, but hadn’t noticed any issues in the first place anyway…
The good news: Successful oil change! And, despite all odds, a correct diagnosis on the rear shocks. One star.
The bad news: I found out the diagnosis on the rear shocks was correct because, after another two or three months, the car was totally unstable and not safe to drive. I took it to a mechanic in CA, where I now live, and was told the shocks currently on the car were stock and virtually empty. In short, Monro never actually did the work I paid for. Conversations with corporate to rectify the situation have been fruitless thus far, and I’m not only salty about the whole situation, but an additional $ 500 lighter than I should be.
Go to Good News Garage in Cambridge; that place is cheap, fast, and honest.

Last year in September I had to get my wheel bearing replaced on the right side. So I decided to take it to Monro because they did my left wheel bearing with no problems! Then the problems started happening. A week later I noticed my ABS light came on, so naturally I took it back and asked the manager if he would look at it. He told me that there was nothing to worry about and it was fine. So I trusted his judgement as the light mysteriously was off and left the shop.
A day or two later it was back on! I called him asking him about it again, he said it could just be dirty. Then in December I took it in and told him it continues to stay on and it is worrying me, (I researched it online) he claimed it was the winter and that it was happening to other people and to wait till the winter was over. He basically refused to look at it. Monro hadn’t done me wrong so I left.
March came and a friend looked at my car and said it wasn’t good that my ABS light was on. I told him what Monro told me and he told me to check it out more. So… I took it back again. He claimed it was dirty AGAIN and said he «cleaned» it. When I got back in the car the light was off. When I got back in my car the next morning for work not only was my ABS light BACK on but also my check engine light and service traction light was now one as well. I was furious, but drove to work. Fed up with Monro I took my car to another shop. It turns out they put the wrong wheel bearing in my car!!! I had to pay to $ 300 more to get the right one in. So now I spent a total of $ 650 to replace one bearing!
I called monro back demanding a refund for this and the manager put my «claim» in and gave my their market managers number. I have called 10 times the past few days and he refuses to call me back. I have never seen such unprofessional management in my life and I will be fighting tooth and nail to get my money back!

I came to Monro on Arsenal yesterday (2015) after having my entire exhaust system replaced at their Comm. Ave location in 2012 ($ 432.73), due to rattling in the muffler, exhaust. I’d already had the muffler looked at, a clamp had corroded, allowing the exhaust pipe to bang around, and the muffler was sliding around along the exhaust pipe as I drove. I expected some welding to seal things properly would do the trick, as that had been the previous solution at Monro on Comm. Ave. (prior to its closure), but I was wrong!
After a surprisingly long wait, I was informed that while my lifetime warranty covered my muffler (literally the single tubular part), it did not cover the «exhaust pipe» or «clamps» used to hold the muffler and pipes together. I literally laughed at this.
«You mean that pipe extending through/​from the muffler, that’s listed here on my receipt from 2012, with the warranty on the back? The exhaust pipe you guys installed?»
«Yup.»
“And the clamps holding said muffler and pipe, that you guys also listed on the same receipt/​warranty, that you also installed?”
«Yup, and the warranty also doesn’t include labor, so the whole replacement will cost $ 231.82.»
At this point I asked to have my car taken down from the lift and informed him that if I sold my customers products that failed within 3 years, I’d be out of business. He told me that I «must have asked for a discount on the original exhaust job» and «if (I) hadn’t (I) «would’ve gotten a lifetime warranty on parts AND labor.» WTF?! I’ve never asked for a discount on exhaust repair, is that a thing?
I called Monro’s Customer Service line to inquire what the heck this claim about discounts nullifying warranties was about, and, after speaking to the manager I spoke to at 390 Arsenal Street, the agent verified a discount has no affect on a warranty. However, the exhaust pipe, clamps and labor are still not covered under their «lifetime warranty,» touted all over their website.
If you knew that all that was covered under this «lifetime warranty» was this dinky little part, that it would fail within a few years and you’d have to replace it, and that you’d have to replace several other necessary ATTACHED parts that they charge for separately that aren’t covered under their flimsy warranty, plus pay for labor, costing you hundreds of dollars, would you be impressed by their warranty? Me either, and perhaps you’d shop elsewhere, and so would I!
***See photos from the Monro website***

I drove into Monroe today for an oil change. There was one car up on a lift, but all of the other bays were empty. Two guys were under the car, one was sweeping, and another was just sitting in the garage. They all saw me drive into the parking lot. They all watched me walk into office, where I waited for 5 minutes while they avoided my stare. I could see directly into the garage, and they clearly saw me. I left and went to JiffyLube down the street where a team of courteous professionals did an excellent job in no time at all.

Fitzroy gave me a call to check in which I appreciated. If there’s anything that this location does well I think it’s customer service.
I do really like this location, but mainly I really like Fitzroy. For oil changes and minor things like windshield wiper switch out etc I’ll definitely still come here. For big things, I’ll likely get at least a second opinion from my dealership, but I think that’s probably the way it should be anyways since if there are major issues my car still is under warranty so the dealership would be able to better assist me.

Fitzroy has taken great care of my husband’s and my cars over the past two years. He has gone above and beyond and never once tried to sell me something I didn’t need. I’ve had oil changes, my struts replaced and some minor repairs. They’ve done a terrific job — big or small. Fitzroy even went out of his way to find my car a battery and sent a mechanic out to pick it up for me, which saved me about $ 100 (my car uses a weird, large battery). Great shop, great service!

I brought my car here over the weekend. They went above and beyond to accommodate me. My car had every engine light on it was lit up like a Christmas tree. Fitz and his crew took care of me and no time. It turned out to be something very small. I had a Nother shop locally tell me I needed all this work. Which was simply not true. I highly recommend them.

Is it possible to leave zero stars? Botched a routine oil job on my friend’s vehicle and refuse to take responsibility for repairing a locked up engine now. My friends went in for the oil change one day, and on the VERY NEXT DAY all of the oil leaked out, causing the motor to be blown. How do you get away with treating people this way? This is a family with three small children, and this is their only vehicle. Shame on you Monro! The backlash has only just begun…

Just over a week ago Monro Muffler and Brake botched a routine oil change on our family’s minivan. Initially they paid to have it towed to the garage from Natick where my car ran out of oil due to an improper oil filter instillation. Then they offered to pay for my rental car while we were out of a car AFTER they towed it to the Kia dealership WITHOUT OUR AUTHORIZATION. After a week of no communication, we called Monro today. The woman my husband spoke to told me they were waiting on a «diagnosis» from the Kia dealership.
That’s odd, we thought. What’s taking them so long?
So, my husband called the dealership to ask. They informed him that when Monro’s insurance agent from Traveler’s Insurance came to inspect the damage ON TUESDAY, (three days ago, mind you) they clearly let them know the van needs a new engine, but when they asked if they were going to authorize the repair, they refused.
Naturally, my husband called Monro back because they
1: lied to us about not knowing the extent of the damage.
2: did not notify us that the burden of proof was on us even though they transferred out car on their own volition and dime to the KIA dealership.
They informed my husband that it was now our responsibility to prove that Monro was at fault. This requires the engine be completed taken apart – a job costing over $ 800. They also told him the new engine would be upwards of $ 5,000.
We’re now left without a vehicle, because Monro refuses to take responsibility for their incompetence and negligence.
They did offer to re-​reimburse the cost of a car rental, but we have not taken advantage of because we DO NOT TRUST MONRO.
My husband and I are extremely frustrated and exhausted. We’re now forced to seek legal representation and fight Monro’s insurance because they are an unethical company.

I took my car here for a second opinion after being told I needed new brake pads. I had new brake pads put on about 9 months earlier at a different Monroe Muffler so they were still under warranty. Plus I wanted a second opinion.
The manager, Fitz, was AMAZING. He helped me call around to other stores to figure out where I had the brakes done so I could use the warranty to get them for free. Then, after taking a look at my car, he informed me that I in no way needed new brake pads. AND he took me to my car, showed me my brake pads compared to brand new ones. He was right, mine were barely worn. He saved me $ 250 on an operation I didn’t need.
I am always taking my car here.

$ 67 for an oil change they said would cost me $ 19.99. I called first and they said they were having a special. They threatened to call the cops when I said I would not pay for «special» oil and other things I did not ask for. Terrible business, dont waste your time!

I brought my car here for an oil change because it was cheap and nearby, every time I considered it a mistake… but I was foolish and continued to go back. The first time they left the cap off the oil tank, resulting in oil spilling out all over the inside of the hood. They offered me a free oil change in return… so I accepted… the second time? THEY SMASHED MY CAR. Literally. They dropped my car off the lift and it was totaled.
They said nothing to me for about 30 minutes after it happened, finally they offered to rent a car for me… and then their insurance company refused to pay for it until I fought tooth and nail. They eventually paid me out for the car… unfortunately it was more valuable owning than the amount they paid out.
Avoid this place like a plague.
Pictures for proof:

This place has gone downhill ever since Gordon left, which I think was about two years ago. I work across the street and used to come here for oil changes and everything. Now, the service has slipped considerably and they seem unorganized. I haven’t been there in a while and I don’t plan on coming back.
The last couple of times I went there (6 and 9 months ago, for oil changes, the service experience wasn’t great. And the last time, six months ago, for two new tires, the service continued to be lacking, and I didn’t realize until later that they didn’t put the spare tire back where it should be in the tire spot of the trunk, they just left it lying in the trunk so I had to put it back. Perhaps this is the fault of the AAA guy who put it there to begin with before I went there, but I would have appreciated it if they had done so. I showed it to the guy when I dropped it off and asked for them to put it back, and he had said that he would do so.

As others have mentioned, it’s all about the upsell.
I just wanted the $ 19.95 oil change (which of course is $ 26.50 with fees). I declined the offers to change my transmission fluid, etc.
While I was there, the girl who returned for her car was told that it needed a ‘special oil’ and that they had to send off to the dealer for it.
Huh? Anyone wanna attempt to explain to me why/​how/​WTF that’s about?

They ran out of gas on their blow torches and a simple brake job took 3 hours longer… I was stuck in Watertown until 7:30pm when I was told it’d be done by 5…

Never again. These people wasted 3.5 hours of my life on an oil change. A FREAKING OIL CHANGE! I thought it was a good deal. $ 24.95 or whatever for an oil change and tire rotation. Not at all. They threw in some extra fees and it wound up being over $ 30 anyways. The part that really gets me though, is the upsell. I hate the upsell.
My car is still up on the lift, I’ve been sitting in their crappy waiting area for over 3 hours, and the guy comes in and tells me I need four new tires and all new brakes, front and rear. He tries scaring his sale into me. Not only am I being suicidal every time I drive, but here’s his quote: «If you don’t get this fixed in the next 2 weeks, I want you to call me when you go out on the road so I know to not be driving at the same time this car is out there.» ARE YOU KIDDING ME?
The scare tactics just piss me off — a lot. Add to that the fact that I keep saying, «I’m broke, I’m unemployed, I couldn’t buy your tires and brakes even if I somehow believed you,» and they still just won’t stop trying to sell me — really dude? I mean, seriously? You can’t squeeze water from a rock, and I didn’t have the $ 500+ they wanted from me to «make the car safe for everyone on the road.» And the trying to appeal to my concern for others, will you? Ha! Oh how little these people know…
Anyways, I left there in a horrible mood and with a ridiculously bitter taste in my mouth. I will never go there again, and when I drive down Arsenal Street with anyone else in the car, I make sure to point to Monro and tell whoever I’m with to NEVER go there either.
Skeazy to the max.

The manager, Gordon, was AMAZING; he was businesslike and got the job done. He had my vehicle with a flat tire in and out within 15 minutes, (by comparable review, firesone and sullivan stated it would take them 4 hours to get to it) and he diagnosed and fixed the problem — a broken valve-​and repaired it. No more, no less, no pushy sales.
I will definitely be going back. I appreciated the honest, good service