Monro Auto Service and Tire Centers - East Hartford, Connecticut

Mike

This was the worst auto maintenance experience I have ever had. I came in because my wheel bearing (front driver side) needed to be changed. The East Hartford location looked at my vehicle and said the noise I was hearing was coming from the rear wheel bearings. (Mind you I can hear it and feel it in the steering wheel quite literally radiating from the front left region of the car. I can hear the change when I turn left and right as well.)

Long story short I was told that I need rear brakes and rotors and that my front rotors were making the grinding sound. There is a SIGNIFICANT difference between the feel and sound of rotors/brakes vs a wheel bearing. I had all my brakes changed less than a year and a half ago and have only put 7k miles on the car since. It went from being an already overpriced bearing job $573 to nearly over 2k for everything. (Brakes, rotors, bearings). I decided not to get service in which I was charged $95 dollars for quite literally nothing. The "quote" I received was not even legible because their printer was out of ink. To me it felt like robbery because I took my car in for a specific reason, didn't get anything fixed, was charged $95, have no proof of what needs to be done because it's not legible and was lied to.
Later in the day, I took my vehicle to a different shop and they confirmed that my brakes are good. Specifically stating (They can be changed but there is plenty of rotors and pads left, and is not urgent at all) and that my driver side bearing was the issue.(When I was at East Hartford Monro, they said I have no pads or rotors in the back at all and my rotors up front were completely shot)

Waste of time, waste of money. I will never, ever go back to the East Hartford or Manchester location or any Monro by that point.

I went to the Manchester location after I left the East Hartford location to get a legible print out of what they said was needed and the guy at the front (black hair, glasses) literally was on his phone the entire time while I was explaining the situation. At the end of me explaining, he looked up at me from his phone and said "I'm sorry, what did you say?" because he was not paying attention to me. At that point I was done, I walked out and went to get service elsewhere.

Awful customer service, 0/10 experience. Overpriced, unprofessional, and a genuine disappointment. Especially being my first experience. I’d like my $95 back to be honest because it was such a waste of time and felt unvalued as a customer.

Yosue B.

I brought my car in for a suspension issue. Monro was very knowledgeable in telling me what was wrong with the car and what I needed to fix the issue. I went and bought the part. I called again to have the part replaced. They did a tremendous job in placing the new part. Monro was a 100% correct in what was wrong with the car and fixed the problem professionally .I will definitely and highly recommend Monro for car repair & services.

Avery A.

I had bought tires online and had them sent here for installation but they turned out to be the wrong size. I was stressed, upset, and broke, but the employees here were very kind and helpful. Angel showed me their payment plans and still installed tires the same day. I really appreciate how patient Angel was and Geo did a great job with my car. I would recommend coming here! Thank you!

Michael S.

Disappointed and Frustrated
I got an oil change at Monro in East Hartford about a month ago, and they had my car in and out in 15 minutes. At first, I thought the quick turnaround was great, but now I see why. Their website advertises a lot—checking fluid levels, a free tire rotation, a brake assessment, and more. But apparently, it’s all just talk.

When I brought my car to another mechanic recently, I was surprised to learn my fluids were low and I needed a new battery—issues Monro should’ve caught during their so-called "Drive Performance Review." Paying for the same service again, less than a month later, is beyond frustrating.

To future customers: Their oil service is ONLY a pour. If you expect them to do everything they advertise, you’ll be disappointed like I was.

surinder S. K.

My experience with Monro location in East Hartford was a disaster.

Initially I went to visit Monro Muffler and brakes in East Harford on Nov 21, 2024. My minivan was inspected and that took forever and the manager Ken stated that I needed the exhaust system. I have a $200 deposit and he stated that the parts will be available in a couple of days. I waited for 4 weeks with making calls and having Monro answering service people tell me that my deposit is showing and parts should be available and that Ken would call me to schedule.

I went to the location again on December 27th, there was a new office manager Michaela, really awesome person and customer oriented, she figured out that pervious manager Ken closed out the order and posted my $200 deposit as cash in profit for a job that was never done. She set the system right and ordered the parts in front of me and said that she would call me the next day once parts were in her possession. She called as she promised.

I got to Monro around 1:30 on December 28th and they put my minivan on the lift and then the shop mechanics just walked around and wasted time, there were other customers there before me that waited patiently as the 2 mechanics Steven and Geo seemed to just do whatever they felt like working on. I waited until 7pm (almost 6 hours) and the job was not completed (it is a max 2 hour job). Steven walked off the job twice without informing the manager and each time was over an hour. Michaela started to work on my car herself, I could see she was asking Geo to take the job and finish it but he just walked over to other cars and honestly looked like he was just walking around wasting time. There was another gentlemen named Aaron who was having 4 tires changed and getting an alignment. He waited almost 6 hours for his car to get done, these 2 shop mechanics are the worst time management people I have ever experienced.

Thank GOD Michaela worked on my car and did her best to try to get me my car that day, since Geo could not manage the job correctly, I had to call my daughter to come pick me up and drive me home because my vehicle wasn’t completed. I really appreciated Michaela’s professionalism and empathy for my situation I could see it was out of her control.

I had to go back on Monday December 30th to get my vehicle, due to poor performance again by same mechanics I ended up waiting for 3 hours again. Michaela did offer a reduction in cost due to all the stress I was put thru since the time I gave the deposit.

I would recommend to the Monro corporate office to seriously consider making some real manpower changes in the shop or you will continue to have dissatisfied customers who will never return. I would also recommend that the head office appreciate employees like Michaela who understand customer service and clearly sets priorities in the shop. It is not her fault that her directions are not followed.

This has to have been the worst mechanic shop I have ever been to.

chef C. D.

Waited 5hrs to get new tires that they didn't even have and failed to tell me and put on tires I didn't approve of. Now my psi is all off. They don't even register the correct location on the car. I'm unable to adjust the psi. Tires don't take air. My business vehicle and now I'm out 2 days of pay cause you are closed today. The mechanic stepped out to go have lunch with out telling anyone and left me waiting for to car. They where chatting up a cafe instead of working hard. Now I'm paying for it.

T L.

Service manager crossed boundaries and made me uncomfortable. Terrible service timing, no professionalism and no coordination. Brought my car in for a rear rotor and brake replacement, was promised 1 hour over the phone with the “service manager” and they clarified that the parts were already ordered. I show up day of, the current service manager does not recall me calling and could not verify who I spoke with. Also did not order the parts… yet my appointment is in the system. Then gave me empty promises of a quick service under 30mins with their labor when the parts get delivered to the store. The service manager did not even work on my car and had another employee work on it whom was on their phone majority of the service. Further more, the entire appointment ran about three hours. I get being understaffed, but do not make empty promises to customers. I asked for the estimated time needed and the manager beat around the bush then proceeded to say I should wait there… when I could’ve left as I had errands to run. Waste of time. The current service manager was also not professional cracking personal jokes and asking many personal questions, then proceeded to step over the line coming on creepy, he said “I like you, I would ask you for your number but I already have it in the system”. I was just being polite with small talk, I do not appreciate my information and safety being jeopardized in that manner nor do I appreciate joking that way. I do not feel safe as my address is also on my account. It makes women, rather all people, uncomfortable and putting it off as “just being a class clown, don’t get offended” doesn’t remedy the situation. As the service wrapped up, the manager seemed to drag his feet in the process of checking me out by diddly daddling and also proceeded to leave my car running with the key in and all windows down in front of the shop which is not safe nor secure. Proceeds to invalidate the concern by saying it’s fine when I KNOW the area. Never have I ever experienced this at any auto shop, service manager is a liability 100%. He proceeds to double down that he’s so busy that a bunch of cars in the lot still have their keys in the ignition and windows down. LIABILITY. Over the years management has changed inconsistently and service quality has degraded. Never returning, unless Mike comes back.

Wanda J.

First of all they received my tires through Amazon which, were delivered a week in advance. My appointment was today 10/10/2024 @9am when my son took me to the appointment. The tires were the but, they had to order new equipment in order to remove two tires in put the new tires on. We were told we had to wait another week. This is unacceptable. I will never recommend your company for any service. So I took my tires an had to find another company to service me. I'm a 74 yr old woman in thank God my son was with me. I'll tell you one thing that place needs cleaning up. In the past I have been to other Monro Services in I'll never go to another one not recommendable.