Always been in Monroe and the service that I always get I’ll give them five star attendance is good. Always tell you what it’s gonna be done with the oil service.
I am beyond disgusted with the "service" at this shop. They attempted to charge my girlfriend nearly double the industry standard for a basic flat tire patch. It is a clear-cut case of taking advantage of a customer they thought wouldn’t know any better.
This business is clearly comfortable using predatory pricing tactics. It’s a huge red flag when a shop sees a woman coming in for a simple fix and decides to price-gouge her. Do not trust them with your vehicle or your wallet. If you value transparency and integrity, stay far away from this place. There are plenty of honest shops in the area that won't try to scam you.
I booked the appt through cooperate and appt times are not always coordinated with the local shops. Jose the gentleman at the counter, was able to squeeze me in around my booked appt time even though they were short staffed. He explained everything that they'd be able to do on the day, and what I will or may have to return for at a later date. I needed the oil change ASAP so I was satisfied! Will recommend.
Technician was great! Took his time to diagnose the appropriate problem. Even fixed an issue I was told (inaccurately) was a faulty sensor. My car is driving much better and I feel good knowing they addressed and took the time to consider safety concerns.
The technician was very informative and showed me where I have a problem. The Manager was helpful and had a positive attitude. I would come back to the New Britain Munroe again.
I feel bad leaving this review because I blame management for the issues at this location. To start there was gentleman who was working on his day off and was not familiar with the area. Only 1 tech on site. He and another employee were trying to fix an issue with the computer with another person on the phone (assuming another employee) i had an appointment for 3pm (included email confirmation) which they were unable to find in their computer system. I was told it would be an hour before my car makes into the bay which, given the circumstances was understandable. After more than an hour I was given a work order to sign and was told it would be another hour. Again, not blaming the gents behind the desk because this was clearly a management and scheduling issue. There were other folks waiting for services as well mostly peaceful because the employees were doing the best they could.
I needed air in my tires and they graciously filled my tires with air without having an appointment I was very grateful the gentleman there are very very nice
Note: This review was meant for the New Britain location but was accidentally posted under the Bristol location.
I had a confirmed appointment at Monroe Auto Service in New Britain on Sept 27, but was treated with unexpected rudeness and unprofessionalism by the manager, Jose Diaz. He claimed he couldn't find my info in the system and acted irritated from the start, questioning me aggressively about the tires I brought (even after I explained they were ordered by someone else). When I offered to have him speak directly to my friend for clarification, he refused. His attitude became dismissive and confrontational, even rolling his eyes and saying "Oh my GOD" in front of other customers (multiple times). Things escalated, and instead of resolving the issue, he canceled my appointment and told me to take my car elsewhere, despite me expressing concern about the safety of my vehicle. I've had positive experiences here before, but this visit left me shocked. Customers deserve respectful, professional treatment, especially when dealing with safety-related services.
I had an excellent experience with Monro. I had a flat on the highway and AAA sent a tow truck driver who was excellent, very accommodating and helpful. He brought my car to Monro. I got a new tire and they also fixed a sensor light for me. They were so helpful quick and efficient and kept in touch with me through the whole process. I highly recommend Monro in New Britain!
Manager is super rude, I was questioning the 150 charge since I was not told that the day prior to making the appointment he went on a ranting rage talking about they go to school and they have to pay for their tools etc etc. sir I’m not questioning charge I’m questioning the fact that when I went to check my other vehicle there was no service charge!!!! And I was going to let my husband know since he is the one paying!!! And you have to be rude!! You won’t speak like that to another man but because it’s a woman it’s ok
They gave me an appointment and then called me saying there was a mix-up and that they couldn't service my car, causing me to waste my time getting to New Britain. The person who called gave me the options they thought were the mix-up and their poor coordination, and it was their duty to provide me with the service.
I scheduled an appointment today for an oil change and a tire rotation at 4pm. I arrived on time and within the first 15 minutes the mechanic said my rear tire treads were deeper than my front and advised not to rotate them. Thats fine, but it took 2 hours for my oil change. He didn't end up rotating my tires so why did it take so long? I noticed that my car was left unattended multiple times as he was working on other cars in the bay. I was overhearing the manager making phone calls to other clients and updating them about their car and giving his diagnosis. I feel my car was less of a priority to them because they clearly had a busy schedule with a lot of vehicle concerns and I just needed a basic oil change.I finally got my car at 6 when they were closing. The service was ridiculously slow and overpriced. I've paid cheaper at valvoline and was out in under 15 minutes. Will not be returning.
Shop didn’t have “time” for full service that I paid for and still charged me extra at the time of service and I waited an hour and a half for a simple oil change & diagnostics when I called at around 12 and made an appointment for 3:30 didn’t get outta there till 5:30 terrible I’d never go back to them again and that’s the only place I ever go to get my oil change
am their client. The appointment was made twice. The first time I was refused. It took them a long time to change two tires. The second time they gave me an appointment at 10 am. I waited two hours outside. They didn't call me. They told me to wait another hour and a half. They should have a hotel for clients.
I went there last Tuesday for car brake service. They charged me more then two hundred dollar to change the irrelavent brake components. Later, it turned out the car brake was not repaired at all. I went there again later and they told me that I need to spend another 470 dollars to change other component without even any discount. I went to different shop but they only charge me 350 dollars. The labor fee is here is extremely high than average Monro Service store and they also cheat the customes by saying I'm really helping you out... Some of them are not that professional, they can't diagnose correctly where the problem is.
Jose and Anthony were very professional and timely. I got new cv joints and new axle. I've been coming here 24 yrs. Drew use to be the Mgr before he moved to the south and he was awesome. But I like these guys as well. NO PROBLEM FOR ME. I WILL CONTINUE TO PATRONIZE THIS PLACE.
Do not go her!!! The Lady on the phone quoted me for $437.37 to get my serpentine belt changed. Called a different store and asked for the same service and was quoted $187.80. Now tell me where the actual hell did she get anywhere over $200 because I have no clue. Please shop around for quotes before you get scammed. Lmao.
Great atmosphere was a walk-in and car was done the same day. Went to a competitor first who had crazy pricing. For the same service plus and oil change and an added part fixture, Monro saved me $154!!!
This location has fallen from grace. I've come here for years and the service was pretty good but new management is terrible.
I made a 7:30am appointment to get work done on my car. Made the appointment 3 days in advance. The Store Manager showed up 30 minutes late and told me he didn't have a tech. until 10am and that the appointment I made was pretty much pointless because of "Corporate". That, and he had to let go of a tech earlier in the week so basically all service would be at a crawl.
Then when I told him what was up with the car and asked about how long it could take he made it seem like he wasn't going to prioritze the work despite the fact that a) I made an appointment (again, pointless) and b) he showed up 30 minutes late.
You would think that one would get good customer service to make up for these setbacks--Nope.
Needless to say I'll have to say goodbye to this place and find somewhere else to go.
Avoid going to this location because appointments aren't honored and the Store Manager doesn't want to take accountability for being late.
Honestly, he shouldn't even be a manager.
P.S. there was another gentleman who was waiting as long as I did for the Manager to show up and he had to be turned away too!
I had a great experience with MARK--not sure if that's how you spell it. My cars lug nut and lug nut stud got broken at a previous place/person. I was very stressed! I brought it to monroe--and Mark was very honest and said he had to get the parts from a place down the street and it would be a wait. I said I didn't mind waiting, I just needed/wanted it done.
Another 2 customers (male) were very very rude to him. But he handled it extremely professionally. He was super nice to me and them. Mark was multitasking and worked on a few cars at different times. He got my car done as promised--and it wasn't as much as I was told to begin with. I will definitely be coming back as long as he is there. Thank you!
Ashley k
These guys are amazing. If you want expert opinion, professionalism, and integrity then these guys are it. Everytime I go there, it's consistent excellent service with RESULTS. The whole team is amazing especially Gus. No matter what the issue is Gus and his team have it under control. I am impressed with the level of service they offer. I urge you to take your vehicle there when you need excellent quality service. You won't be disappointed.
Incredibly happy with my experience here! I've only been to dealers and definitely was a bit hesitant but took the leap seeing as my oil desperately needed changing. Drew was amazing and went above and beyond; once he finished my oil change he informed me that I had two tire pressure sensors that weren't working - I then let him know that they were new but were after market and just needed to calibrated and programmed to my car. Drew completely made my day after going out of his way to make sure I was 100% taken care of. Thank you, Drew!
Great place! This was my first time using their services.The staff was very friendly and about their business. Drew was very thorough with changing the break and power steering fluids. I had left it too long and he made sure my systems were completely clear before releasing my car.
Tire blowout (the insides were torn & eaten up) while driving in left lane on 84E on our way from downstate NY to NH for a drive-in live concert. As the BF was putting on the spare to get us to the closest shop that could help us, I called Monro tires who had the tire we needed! Kindly greeted us as soon as we drove in with a bay waiting. In 1/2 an hr they had the rim on a new tire, balanced, spare back in it's spot & new tire on! I'm spacing on the gentleman's name who helped us out so quickly - he was simply amazing & kind - a chihuahua lover to boot! We, along with Nino & Nadie, thank you kind sir for your speedy help getting us to our destination safely!
I grew up in an auto repair shop - this shop was kind, quick, fair priced & great customer service! Felt very luckily our tire blew when/where it did cuz these guys were fantastic!
Website
