Complaint 2202872

Complaint Summary

SERVICE BRAKES

Owner Narrative

In December 2025, I had brake replacement, tire service, and wheel alignment performed at Monro Auto Service located at [XXX] child were traveling on the highway during a winter storm when the brakes began making a loud banging noise. My wife was unable to immediately locate a service location and was forced to continue driving for an extended period in winter storm conditions while in fear for her safety and that of our child. When she was finally able to reach a second Monro location between [XXX] and [XXX] , a technician discovered that one brake caliper bolt was missing entirely and a second was dangerously loose. The vehicle had been driven at highway speeds in a winter storm with an improperly and incompletely assembled brake system for an extended distance before help was found. The second Monro location secured the caliper bolt and confirmed the vehicle safe to continue. The original Fairport location was contacted and their manager acknowledged the issue but has failed to provide any meaningful resolution after nearly four months. In a formal BBB complaint response, Monro Inc. confirmed that the caliper bolt had not been properly secured and acknowledged filing an insurance claim for resulting rim damage — an implicit admission of negligence. I am filing this complaint because an improperly assembled brake system — specifically a missing caliper bolt — represents a serious and potentially fatal safety hazard. If this is a pattern of negligence at Monro locations, other consumers may be at risk. BBB Complaint Case #XXX is on file documenting Monro's formal response and admission. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)

Owner-submitted narrative on file with NHTSA. Complaint narratives are self-reported and have not been verified.