Auto Services
Midas Auto Service & Tire Experts - an Employee Owned CompanyHeadquarters
Complaints
This profile includes complaints for Midas Auto Service & Tire Experts - an Employee Owned Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 193 total complaints in the last 3 years.
- 75 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 28, 2022, we had the Engine Oil Cooler Assembly replaced by Midas at ** ******* ***** *********** **** *****. The job included the replacement of the intake manifold gaskets, and other gaskets, as well as an oil change and the replacement of the antifreeze. On invoice number *******, we paid $1,356.71, which included $99.00 for an oil change, $129.99 for the antifreeze to be drained and filled, $912.98 for the removal and replacement of the plastic Oil Cooler Assembly. The repairs did not fix nor improve the issue. The JEEP continued to leak oil, in fact much worse than we took it in to Midas. On September 29, 2022, we had to take the Jeep to the shop again, for a second opinion. The new mechanic at ***** ****** ****, stated that while Midas did replace the plastic Oil Cooler, the installation was done improperly. We had to pay and additional $1064.46 to REDO what Midas had already done. The $1,064.46 we paid to ***** ****** **** included an aluminum Oil Cooler. Midas did not tell us this was an option to do. The mechanic at ***** ****** **** states he will provide a statement if needed. We are seeking a refund of the monies paid for the removal and replacement of the Oil Cooler Assembly of $912.98.
Business Response
Date: 09/30/2022
The work we performed on 6/28 was under warranty. We have no record of customer returning with issue. No refund will be given for repairs that were under warranty with Midas.Customer Answer
Date: 10/01/2022
Complaint: ********
I am rejecting this response because: After Midas failed to properly prep the areas for gaskets, leading to the increased leakage of the oil, and their failure to offer a better aluminum oil separator alternative than the plastic one they installed, I was afraid to return the vehicle to them for further work. I cannot afford to pay for substandard workmanship-TWICE. Additionally, due to the increased oil leakage caused by Midas' workmanship, my engine could have blown up. If an amicable solution cannot be reached, I will obtain counsel.
Sincerely,
****** ******Business Response
Date: 10/03/2022
The work performed was under warranty. This is not a money back guarantee. We have no record of customer returning with issues. No refund will be given for work that is covered under warranty that customer opted to have repaired elsewhere.Customer Answer
Date: 10/05/2022
Complaint: ********
I am rejecting this response because: I understand the issue was under warranty. However, the mechanic that worked on my vehicle did NOT prep the surfaces correctly for the gaskets that were installed. The leak actually became worse and my engine could have been affected or blown up by this poor workmanship. It came to my attention that the issue is a very difficult place to reach in the engine compartment, and the surfaces were not prepared correctly. The mechanic who looked at it is providing an affidavit concerning the preparatory work for the new gaskets that was done when we paid MIDAS almost $1500.00 for a repair that was NOT DONE PROPERLY. Why would I return the JEEP to the same place that DID NOT DO THE JOB CORRECTLY THE FIRST TIME. My husband and I have spent THOUSANDS of dollars with MIDAS in ********** and this is disheartening. Instead of just saying NO to my request, and sending a scripted response- please speak with the manager at ********** MIDAS. He will tell you that we had our cars worked on there for years. This is the thanks we get. We normally have a good experience with MIDAS. This is an isolated incident and we deserve our money back for this single repair. This is not right. PLEASE RECONSIDER.
Sincerely,
****** ******Initial Complaint
Date:09/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Midas looked at my truck for a radiator fix and gave me my truck back without a radiator cap! After my truck over heated and water pump went out they towed it back to the shop and specifically said we will take care of it if the bill for the water pump. I still paid $1300 for the new radiator and now there keeping my truck for another $2000 which I don’t have and told me not to come back on the premises because I called corporate and the police I feel like I’m being taken advantage of please helpBusiness Response
Date: 09/21/2022
I had talked to ***** , first on September 8th when he complained of us leaving the coolant cap off the reservoir. 3 people claimed to have check it, and say it was there. When I called I explained that for a resolution we will put a reservoir in the bmw for no labor since we were doing the radiator on Friday, and if he wanted me to reassure him, I would be available at the store all day. ***** agreed, and after he had received his vehicle back from being repaired, his water pump blew out on the highway. This was on Wednesday the 14th.He called me instead of the store. I listened to his understandable frustration and said, I would have a tow truck come and get him. And I would notify the store he was coming in. If there were something wrong with our work or repairs we did, we would take care of everything. We did a radiator pressure test after we installed it, ran for 20 minutes no leaks. Vehicle arrived and we found water pump is now blown. Nothing we caused. We repaired the water pump with the customer agreeing to the repair.
On Saturday 9/17. ***** calls me saying we will not give him his car, I asked very simple questions to *****, I thought we were supposed to fix your car correct? ***** said no, I replied, did you want it fixed? ***** said YES, I replied, it's not done? ***** replied, No and I just want it. I asked if I could call him back, he said yes he is there at miller waiting for his car.
I called **** (manager), **** told me his car was done, ***** wont pay. I asked if we had a signed contract for the repairs, **** replied yes, he signed in front of us. I called ***** directly, and he started going into a lets make a deal. I said *****, he kept going, Once again, I said *****, Did you sign a contract ? He went silent, then said Yes, I explained the legalities, and told him he had to pay for the water pump we replaced.Initial Complaint
Date:09/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
8/29 dropped off . Told would be 10-12 days. I paid 1500 down of 3800. Was told my car was only one for this type of service and the mechanic working on it had no other jobs. On 8/31 I paid 2000 on remaining biland was told it was progressing well and possible to get done sooner so check back in after labor day. Told parts had arrived. On 9/6 told still working on it. 9/9 I went in to pick up item from car. Car was in the front lot so I asked if it was done and was told to call in on Monday 9/12. I call at ~10:00 am and am told 'he started on it and hopes to have by end of week'. I remind of above but he can't say anything about that as he does not remember saying this. 9/12 ~11am I go in to get a print out of estimated timeframe so I can apply for medical transport of my special needs children and am told he can't do that because 10 minutes before I arrived the mechanic stopped working on my car and left and was uncontactable. noted car was in the lot with engine in it but too distraught to argue and left. At 430pm I was told mechanic had returned and was working on my car but found additional problems: these problems were already in the initial invoice from 8/29, no addl charges no timeframe. On 9/13 noon I had to move child's car seat out of rental car back to mine. Told another car was being worked on and it was their well before 8/29, said never spoke to me between 8/29 & 9/15, denied delaying mine because I paid upfront and offered money back, said could not give money back since mechanic was out, said always intended to start on 9/15 but didnt think they had to tell me. Said other car was 1st, showed me the engine next to that car, said 1 hr then mine was to be started. 9/13 6pm call from a manager saying unable to give timeframe. free city bus pass offered but I have already through work. 9/14 confirmed parts in, work would be started after red car whose parts arrived after hrs on 9/13 and 'the engine shown in AM was not that of red car on lift'.Business Response
Date: 09/15/2022
Our district manager has spoken with Ms. ****** due to the fact that she had already filed numerous complaints with Midas. He explained and apologized for the delay. She has a very large job that requires a significant amount of time and parts and she can rest assured we want to complete the job as bad (if not more than) she wants her vehicle back but there are supply chain issues that are the root of the delay. Regrettably, our assistant manager confused her for another customer and provided an inaccurate completion date and we again, apologize for that. We are doing all we can to complete her job in a timely manner and will keep her apprised of the progress, but we can only do what we can do based parts and what is available in the market.Customer Answer
Date: 09/16/2022
Complaint: ********
I am rejecting this response because: I was told on on 8/31 and it was confirmed by the manager ******* on 9/14 that all the parts for my car were in. On this day ******* said there was 1 car ahead of me and that its and my cars' parts were received Monday and that my car would be started immediately after and would require 20 hours of work. I made this call on speaker in the presence of 4 other adults so I could have witness because this is exactly what they have done in every conversation: changing their story and denying what was said to me. I did not make any recordings but all 4 people wrote down his answers to my specifuc questions. Can he now confirm this was a lie on his part? When I call in it says calls are recorded for quality purposes. Is he able to pull up this call. *** answered the phone and went to get *******.******* said there was one car ahead of mine and those parts were received and they expected it to be done Friday 9/15 and they would call to let me know. If he does not have the parts then I believe he will not get my car fixed by 9/23 so I would like to accept the offer extended on 9/13 to get the 3500 dollars refunded to me and allow me to take my car elsewhere. I just cannot trust anything they say but regardless of what he says I will not be made to sound as if I was somehow confused vs them giving false information. I know it is hard to p4ove by me because they tell a different story every time and deny that they said any thing different previously. If it was ***e story every time but it is not. there is a different excuse every time. Please have them answer these questions I asked in front of my support team: do you have the parts for my car (on 9/14 it was yes), how many cars are ahead of me (on 9/14 one, "the red one whose parts came in on evening of 9/13, depite me being in during the morning of 9/13 and seeing them working on the red car which I was quite upset because i was told 9/12 at 4:30pm that they were working on my car but they denied saying that and said the red car was waiting much longer than mine so was a priorityand its parts, the engine that was next to the red car which was raised was said to be its engine and that all that was needed was 1 hour to put thisbin then they would start on mine so i was being unreasonably upset because as soon as they were done they would start on mine and mine was expected done no later than 9/15 now). Then changed that storyblater that night. I asked these questions on 9/14 on speaker with my 4 friends present so I could be assured I was not being 'crazy or misunderstanding'). when do you expect to start on my car (9/14 Friday, but it is complicated job and requires 20 hours of work), will you call me when you start on my car.
please ask midas to respond to these questions. If the answers are not the ***e as 9/14 i would like my money and car returned. Do you have my car parts? How many cars are ahead of mine? Do you have their parts? When do you expect to start on my car? Will you call when you start?
Sincerely,
***** ******Customer Answer
Date: 09/21/2022
[BBB Transcription via Email]
From: ***** ****** <********************>
Date: Sun, Sep 18, 2022 at 2:54 AM
Subject: RE: ******** - coordinator is ******** ******
To: ***************** <*****************>
Hello,
It is 2AM and I am sick with anxiety and worry over my dispute. I did respond to their explanation that the parts had not arrived. Short answer was per my original complaint and per the 4 people on the call for my support all my parts were received on 8/31 and available for use on 9/14 but in the response on 9/15 it is claimed my parts were not in. I sent my response on Friday morning asking for them to either confirm these answers or return my payment and car. I would also like to point out that other answers I received on 9/14 were that my car required 20 hours of work, that they would call when the began work on the car. On the 9/14 call they said based on the other car ahead of me (that all parts were in and they were working on) that best estimate was to start my car on Friday, Sept. 16th.
At 2:07 pm on Friday 9/16 a call from the shop came in. I answered expecting my car was being started. I was told my car was ready to be picked up. I had a friend drive me in so that I would control my emotions since it was ridiculous that in the response to BBB on 9/15 that they claimed my parts were not in and my job was complicated and told me it required 20 hours that now they seem to be saying the parts arrived and they completed the job well under the 2800 in labor billed to me. I went in and they said I owed $466 which was more than the 352 I had owed previously. I paid without complaint. I was told to go outside and my car would be driven out to me. My friend and I went out and I see ‘the guy’ who has lied so many times and I tell my friend that ‘this is the liar guy. Don’t let me get out of hand.’ He gets out of the car and asks if I have a long road trip planned in the next day or two. I say ‘no’. He then says that when they removed the engine there were parts missing and bolts and screws were in the engine which likely caused the timing chain issue but that everything was fixed now.’ He left. I drove car home. 20 min drive. I confirmed with my friend and those who were on the call, who were suspicious of work done that car not fixed, that it did seem to be fine and the lights remained off.
The next morning at 8:15 I left in the car to take my son to his ******* ****** ******** ****. When I was on the highway the lights came back on. I got to the game but was unable to call at first because since kids all have special needs including for my son limb differences and vision impairment I am needed to assist him in the game. After the game at 10 AM I called and asked for the manager ******* and told him my car did not appear to be fixed and the lights for check engine and ABS had come back on. He said ‘that is unfortunate. Can I schedule an appointment to have you come back in and we will take a look. Our next appointment is in a few weeks at best.’ I said I was not sure I trusted them to do anymore work. He said ‘okay’ and hung up.
After the games there are events and such so then I drove into the shop because now I have paid $3,966.43 and I wanted to check what my options are. I went in and *** was at the desk. I told him the lights were back on and I worried that no work had been done and would like to see about reimbursement and also that I would like a print out of all the work done on my car. He said ‘but I gave you a print out yesterday.’ I said ‘I would like another.’ He said, ‘but I gave you one yesterday’. I said ‘I would like another.’ He said ‘but it will just be the ***e as the one yesterday’. I said ‘I would still like another.’ He printed it out. I then asked if ******* was there and he said he was not sure but thought he had stepped out but I could wait. So I waited.
I saw through the shop window that ‘the guy’ who had been lying to me so many times was approached by ***. This was the guy who offered on 9/13 to return the money (then 3,500) but said my car would be ready by 9/16 because they just had 1 hour of work on my car. So, I asked him that since the lights were and it appeared no work was done could I get a refund. He said ‘no’ because he did not know whether or not the lights were on or if this was a new problem. I said it seems unlikely it is a new problem that occurred less than 24 hours, you assured me the car was fixed. To which he said he never said that but said that ‘I told you I was pretty sure the problem was fixed but that I could not guarantee it was fixed’. I reminded him my friend was with me at pick up. He then said that ‘I cannot give you any money back because I do not know if this is the ***e issue or not.’ I said that even if it was not the ***e issue could it be due to them not putting the engine or ball-bearing in correctly since the car was with them the entire time except for less than 24 hours. He said he would need to confirm the lights were on so I offered to go turn car on but he said he was ‘too busy’ and I would need to make an appointment sometime the next week. I asked if I got someone else to check the car and there was a problem would he fix it for free and he said he could not say because the problem might not be related to his repairs and he stood by his repairs. I then reminded him he JUST claimed he told me the repairs were not guaranteed to be fixed. He denied he said they were not guaranteed and stood by his repairs. I asked again if I took it elsewhere and brought there report and he said only if they were exactly the repairs he made.
It was then that I realized I still did not know his name. I would like to refer to my original post where I say I got a call from the Manager who identified himself as ******* on evening of 9/13 and was calling from a private number. As noted in that post he was unsure and asked if I had been in earlier that day. Well…guess who ******* the manager is? Yep, this guy. I said I was not aware that he was ******* and he said ‘yes, I am ******* and then gave me his card’. So this is where I am. A refusal to acknowledge my car is not fixed and that the lights are on and even if this is the case it has to be a completely unrelated incident.
What are my options? I have gone to this particular Midas since late 1990s but I am willing to go to a different Midas to have my car reassessed and repaired. I would prefer not to be charged for this, especially if the issues are what I brought it in for. It is hard to believe that it is not that or that it is not related to something they overlooked in making the repairs or did not repair correctly. I need a response in writing as this guy, sorry as the manager ******* has changed his story and denied answers over and over again. I would also like him to justify not having the parts per his reply to BBB on 9/15 but having this complicated job (quoted in front of witnesses to take 20 hours) done within 1 day…less than 20 hours. They charge 141/hour for labor as posted on their wall and I would like a justification of this and a refund of any fees which I am willing to have transferred to the *********** Midas or any other Midas within 10 miles of my house for completing repairs on my car.
Thank you so much for you help with this matter. I know my ‘tone’ may not be professional but it is so stressful to have to deal with this. I now have $0 to spend on my car and if Midas cannot help me resolve them then I will not be able to do so. Perhaps you can also get them to say whether or not driving with any of the issues they identified and did not fix would result in catastrophic events in case I continue to drive the car. The lights were then only indicator of a problem with my car prior to taking it in but I my friends are telling me it is dangerous to drive the car if the timing chain is not functioning and that it could stall at any time (again it has not done this).
I am sorry this is so long but I’m really stressed out and I have no idea what I can do given this manager has not been honest. I feel like this is my last hope of getting any resolution. I am sickened by this and just been crying constantly and fixated on this when I should be focused on getting insurance to pay for my son’s vision therapist and applying for the grant to get my son new prosthetics but I’m instead spending hours letting this control my every thought because it is so unfair he keeps changing his story over and over and then after all this my car is still not fixed. IF he denies all of the above which I assume he will and that he will find some reason for not having the parts on 9/15 per his BBB response yet having my car completed 9/16 despite it being a very large and complicated job billed as 2800 in labor. What are my options? I feel that I cannot 100% cannot let this guy near my car again but again I am willing to take it to a different Midas location, OF MIDAS the corporate offices choice and not of *******’s choice.
Thank you,
***** ******
**** **** **** *** *******
Business Response
Date: 09/22/2022
Unfortunately, with the way Ms. ****** yells and screams and hangs up then calls back and yells and screams some more it makes it nearly impossible to resolve her issue. Relying on writing books to the BBB doesn't accomplish much. We have asked her to return to a shop for us to scan her vehicle to let her know what the current issues are, but she doesn't even let us get that point across and demands a refund. She's been a great customer over the years, and we want to work with her in the worst possible way, but she's not at all cooperating and our hands are tied. Her vehicle was in very bad shape when it came in - her timing chain was audibly rattling around and was off track. We made that repair, and she may have additional issues and we're trying to diagnose it for her at no charge, but she won't allow us that opportunity. The work we performed was properly done but the timing chain issue can cause additional issues, especially on a 13-year-old vehicle and we're happy to get to the bottom of that for her, but we'll need her cooperation.
Communicating this way is not productive. If she would like assistance she may contact **** *******, whom she is referring to in her last message, and he'll be happy to assist. However, Ms. ****** must understand he is trying to help her and not simply yell and scream at him and assert that we are all liars.
Customer Answer
Date: 09/22/2022
Complaint: ********
I am rejecting this response because: This business has lied to me over and over again. I need to write books per ***** ******* because I need to document everything. I believe what they are doing is now termed gaslighting. He did in fact get his point across. I believe this is the best way to communicate and I CANNOT be on a phone call with anyone at this point because I need to have documentation of what was said. I write to BBB immediately after every interaction.1. ***** ******* insists he spoke with me previous and has never done so. The only people I spoke with who may have been him based on what he is now saying is the phone call I recieved on 9/13 in the PM. That number came in from a private blocked number and the current calls from the man identifying himself as ***** ******* district manage come in from a business. I am not convinced this is even the ***e man. As you can read in my intial reports this person identified himself as ******* and I later learned ******* was the person who changed his story and reasons multiple times.
2. I heard *****'s suggestion clearly to bring my car in for diagnosis. He was very clear I could not take it to a different Midas. ***** made clear he had no intentions whatsoever to repair anything on my car at a reduced cost even if it was exactly the problem I brought in for. He did not have any reassurance that the people who lied to me over and over again in the process could be trusted. I can go to ******** for free according to friends to find this out. But why would I trust these people with my car. Interestingly as per one of my books (again attempts to document what is being said to me) I did take my car when the lights came back on and as told they could not look at the car.
3. Yes. I am very disappointed with this experience and as since late 1990s I have come to this Midas and never had any problems.
4. ***** ******* is also untrustworthy to me as per the report I made after my call. In that report you will see I mention that this has been emotionally demeaning and difficult do to all the lies and that I yelled and hung up because I was not being listened to and was being told more lies.
5. Neither ***** nor anyone from Midas is answering to the fact they BBB was told my parts were in. In fact on the phone call as you will see in the 'book' I wrote following the conversation which is my only way to attempt to document interactions with a company that tells lies after lies after lies to me and then denies them. ***** insisted to be reading from the response and states multiple times he is reading the words that 'the parts for the car ahead of hers did not come in' and that was the source of the delays. Clearly this is not correct.
6. Please have them respond in writing or I am willing to have a call with a BBB representive to discuss why they either lied to BBB about my parts not being in as of 9/15 or discuss repaying me for labor costs given the parts were not there (if they admit their response to BBB was the truth and my parts were not there on 9/15). I got a call to pick up my car at 2:07pm on 9/16. This is 7 hours after they open on 9/16 the day after they say to BBB that the parts are not there. At 141 per hour they therefore over billed me by 13 hours which is equal to 1,833 dollars.
7. This is the first I have heard about the condition my car was in when brought in to the shop.
Sincerely,
***** ******Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my car to Midas on ******* *** ********** ** ***** for service on my exhaust. I paid $1743 for the work and now the car is running worse. The did an unprofessional job using the wrong parts for the car.Business Response
Date: 09/14/2022
Ms. ******* is going to give our district manager a call to set up a time to have the work inspected at a different Midas shop. The hole she is referring to is the weep hole in the muffler which allows water to drain to prevent rust - they are purposely manufactured with this. The parts used are all specific to this vehicle and the pieces were welded together. Yes, muffler cement was used as an added step to ensure optimum performance. Regardless, we will review the work with her but will not be providing any refund, sight unseen as she has requested.Customer Answer
Date: 09/15/2022
Complaint: ********
I am rejecting this response because:
Yes we are meeting to inspect the work completed on my car so without the inspection we do not know if the work completed on my car was done correctly. We do not know if the parts are welded together correctly or at all. The muffler used was an aftermarket part and I was charged over $300 for it. There were better options for my Cadillac SRX. Also my car is making more noise now than when I dropped it off and that needs to be addressed. When I took the car back to the ******** location, the manager told me the noise was okay because of the hole in the muffler and I shouldn’t worry about it. That’s unacceptable. You should not pay $1743 for exhaust work only to be told it’s okay if the car is loud.
Sincerely,
***** *******Business Response
Date: 09/15/2022
There is nothing to respond to here. We will reinspect and discuss any potential options with Ms. ******* at that time.Customer Answer
Date: 09/16/2022
Complaint: ********
I am rejecting this response because: I agree. We will know more after the inspection. Hopefully we can resolve at that time.
Sincerely,
***** *******Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 11/2020 Midas replaced my exhaust system costing $ 1335.91. In 1 year 8 months , the exhaust system began making noise. I took it to the Midas dealership and I was told that the muffler had a lifetime warranty, but it would cost $130.00 in labor plus $14.99 in parts. According to Midas, the muffler had rusted out. 1 year 8 months in not even close to the expected life of a muffler. Maybe the original muffler was defective or was installed improperly. I went to the Midas complaint website. I completed 2 written complaints and 3 phone calls 1. Written complaint 8/19/2022 - no response 2. Written complaint 8/26/2022 - no response 3. phone call 8/26/2022 - was told that my complaints had been received - was given a case number and was told that I would be contacted within 48 hours - NO PHONE CALL 4. phone call 8/31/2022- was told that "if i wanted faster service" to call a different number called Midas Customer Service 5. phone call 8/31/2022 was told by customer service that the warranty only covered the muffler, was told that the owner of the Midas company I had used would call me--- NO PHONE CALLBusiness Response
Date: 09/21/2022
Our Lifetime warranty terms are clearly printed the invoices. We will replace the muffler at no cost as long as you own the vehicle, but customer is responsible for labor and any additional parts that are needed. On 9/8/22, we replaced the muffler charging the customer the $140 for labor only.Initial Complaint
Date:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My van was making noise from the front end. I took the drivers side wheel off and noticed a strut was leaking. On 5/21/2022 I contacted Midas to have the struts replaced and to find the noise if it was a different part. They were directed to use the same coils and not to use a preloaded strut. Later that day they called with an estimate of $1,119.98 to replace the struts and didn't state any other parts needed replaced. I told them to do the work. Several hours later I returned to the store to pay and pick up the vehicle. The receipt said they used preloaded struts against my request. They talked me into keeping them of which I wished I hadn't as the ride is not as good as prior. When starting home I drove about 1 foot and noticed the noise so I went back inside to complain. They had the mechanic that worked on it come out and he assured me it was the bushing to the control arm that was aging. He stated he sprayed it with silicon and that it should quiet down as it spreads from use. I asked why it wasn't replaced and if it was a safety issue. He assured me it would be fine and there were no safety concerns. About a 2 weeks later I changed the oil at home and applied additional silicon as it was still making noise hoping it was just taking time to resolve. The noise continued so on 8/13/2022 I called the store. They said for me to bring it back into the shop and they would take a look at it. I reminded them of the previous visit and that I felt they should have solved it the first time or at least gave me a choice with an estimate. Later that day they called back and wanted $757 to correct the issue and it was a bad ball joint. I pointed out this is a safety issue that they assured was not the case. Additionally I pointed out the first time they were within 1 hour of additional labor plus a part that retails from $90 to $187 of fixing the issue. I offered to pay half. They kept my car for 4 days with no contact and then refused to repair.Business Response
Date: 08/18/2022
Customer called on May 20th, 2022, at 9:26am. Requesting struts! He found they were leaking. We replaced his leaking struts. We informed him on that phone call that they are preassembled. He is thinking that just because we have the strut off it only take an extra hour to put a control arm on! Not the case, It calls for 6 hours. The noise he heard was from the control arm bushing, not the ball joint. Unrelated to work performed. We replaced the struts at the customer’s request. His diagnostic. His identification of his needs. We are not responsible now for his ball joint needing replaced.
Customer Answer
Date: 08/18/2022
Complaint: ********
I am rejecting this response because: The issues reported was the noise and the struts were found by me when looking for the noise. The shop was told if not the struts to fix the noise along with the struts. They even did an alignment of which requires proper ball joints. They even said before is was the bushings so it appears it was never pursued per request.
Sincerely,
**** ******Business Response
Date: 08/19/2022
Nothing more we can do here, unfortunately customers vehicle is experiencing multiple issue with the front end, we did not diagnose the issue, customer came in requesting struts. Customer called on May 20 at 9:26a, stated "I have a 2014 Town and Country making some noise, I jacked it up to look at it, looks like it's a leaking strut. What is the cost for a set of struts." While manager was looking up the quote, customer askes, "would you keep the old coils and not use a pre-loaded strut?". Manager replied stating "most of the time they are all quick struts, springs loaded already..." Manager gave the customer the quote letting him know it calls for 2hrs labor per side, so with parts and labor, he was looking at about $1,000 plus tax. At that time customer stated he will call around for other quotes.Customer Answer
Date: 08/26/2022
Complaint: ********
This is a clear case of false statements and miss-direction.
There is no “multiple issue”. There were only 2 issues from the beginning, the struts and popping noise which is identified in the documentation I provided from their notes.
They agreed in the last statement they didn’t diagnose the issue which is a total miss on their part. Even after being confronted it was evident they were trying to avoid accountability as they said it was the bushing. Either they messed up with lack of skill in the diagnoses or totally skipped part of what they committed.
They respond to previous points with totally nonrelated points as avoidance and it is obvious in all responses.
Another example is them stating it takes 6 hours for the repair. True if starting from the beginning but they had the overwhelming majority of the work completed via addressing the struts. Miss-direction in order to establish a lie.
Bottom line:
Asked to fix struts and popping noise as noted in their documentation
They didn’t fix the noise and were alerted before the van left the lot
They miss-diagnosed the noise and put my family at risk with a safety issue
It was the same issue from the beginning making the noise, not multiple items
They refuse accountability by manufacturing lies
Sincerely,
**** ******Initial Complaint
Date:08/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Midas in Northfield oh, we had radiator flush done on our jeep. No antifreeze was put back in. When drove car overworked the cooling fan because hoses were collapsed. Hoses needed replaced and antifreeze filled- totaling about $150 in additional repairs. Provided there is no long term damage due to this. My husband called to complain. Was told was speaking with the manager and all that he could provide is a comment saying that “I guess we have to train our guys a little better” and chuckled. Not the response we were looking for when you cause someone additional time, money & stress.Business Response
Date: 10/10/2022
I advised customer if we did not put coolant back in the system, the vehicle would have over heated and not collapse the hoses. Asked for a copy of invoice from the shop that made the repairs. Stated her husband did the repairs himself. Apologized to customer and advised we are not responsible for the hoses collapsing simply because we did a flush.Initial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had vehicle towed to be looked at bc it had broken down. They looked at vehicle and said positive cable going to starter. I declined. Went to see if vehicle was ready and it appeared it wasn’t. Went back a couple days later to check again and the vehicle was gone. I asked them where it is. They had the vehicle impounded. They said they called multiple times to reach me. I pulled my phone logs from my cell phone company and they did not even one try to call to expedite removal of vehicleBusiness Response
Date: 08/15/2022
Customer was in on 6/20 do have us diagnose a no start. Called customer on what was needed, customer declined and stated they will pick it up in a couple of days, couple days turns into 3 plus weeks, that is when we had it towed after several attempts to contact.Customer Answer
Date: 08/15/2022
Complaint: ********
I am rejecting this response because:
The company did not make several attempts to contact me. The vehicle was towed only 2 days after telling me what was wrong with the vehicle. Also they did not tell me everything that was wrong with this. Also, I’ve taken photographs of the property and there are no Tow Away on the property nor was a tow sticker placed on the vehicle. I will research current Ohio law regarding towing.
Sincerely,
**** *****Business Response
Date: 08/17/2022
Nothing more we can do here. Vehicle sat on our lot for 3 plus weeks with no communication from customer.Customer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because:
The vehicle did not sit on the lot that long. I have my AAA records when the vehicle was towed into Midas and proof from B&B towing when the vehicle was towed off Midas lot. Along with my call log from Verizon, photos of the vehicle prior to you guys impounding it as well as photographs of your lot showing no Tow Away signs. I’m trying to get a quick and easy resolution to this before contacting the Attorney Generals Office as well as going full legal with this. So either you are mistaken or your employees are lying to you. I have plenty enough evidence to obtain a judgment. I’m willing to provide all that to you directly so you can see I’m not bluffing. It’s either you can simply pay for it to be released from impound or we go to court and there’s a whole heck of a lot more stuff to be added on. Your call.
Sincerely,
**** *****Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday 8/5/22 I paid $818 to have my alternator and serpentine belt replaced and a wiper motor which I purchased separately installed. My first complaint is the cost of $195 to install a wiper motor. When I was given an estimate over the phone it was not itemized, had I known, I would've had it installed elsewhere, but thats the least of my problems at this point. A few miles after picking up my car, it died. The gearshift cable had come off. *****, the manager at the Saratoga Springs, NY Midas, told me it was a "coincidence". Hell of a coincidence! I believe they may have jostled it loose while doing the other work. On Saturday 8/6/22 I paid another $133 to have that cable replaced. That's 2 days without a car. Sunday I only drove 6 miles to work and back. I noticed when I started the car to go home it was making a high pitch whining noise again. Monday morning it died again because the "repaired" cable came off again. ***** then told me since my car is "old" they weren't able to get the exact fit part and had made it fit. So they sent me away with a half ass repair, knowing it probably wouldn't hold up, and put my safety and the safety of the 4 children I drove that morning at risk! Now ***** is telling me the cable will not stay on at all, it needs another $500 repair, and they can't get the part until the end of the month. I still have no vehicle and I won't until then. I feel I should be reimbursed for the $133 "repair" and Midas should pay for this new repair since this was never even an issue until they worked on my vehicle.Business Response
Date: 08/12/2022
Customer was in on 8/5 with Service Request - Battery light on, wiper motor needs installed. We replaced the alternator and serpentine belt and installed customer supplied wiper motor. when leaving after repair the vehicle died. Manager went to get customer, found vehicle will not shift into gear, we replace the shift cable bushing. Customer returned on 8/8 and we find the shifter cable will also need to be replaced. Unfortunately, the cable for customers 14 year old vehicle is not readily available. The part has been ordered and we will install once it is in to get customer back into their vehicle. This is nothing we caused, just normal wear for the age of the vehicle.Customer Answer
Date: 08/15/2022
Complaint: ********
I am rejecting this response because:
I don't think the cable "coincidentally" broke minutes after leaving your shop. I also don't think it is safe practice to send a customer out in a vehicle knowing you were unsure of the effectiveness of a part and repair.
Sincerely,
********* ** ****Business Response
Date: 08/17/2022
Nothing more we can do here, we are not responsible for secondary repairs needed on a 14 year old vehicle due to normal wear simply because we repaired other issues.Customer Answer
Date: 08/20/2022
Complaint: ********
I am rejecting this response.
Sincerely,
********* ** ****Initial Complaint
Date:08/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
07/25/2022 $904.74 Replace right front axle, dispute is he told me that he warranty their work and when i took the van back because it is not fixed correctly he hid behind a lie saying its bad tires and or rims. no attempt to fix. invoce#*******Estimate#******* horrible service no passion for what they do at #*** store i took my 2017 ford transit connect in for the right side axle to be replaced because the ford dealer price was 1700 and midas price was 900 so i thought it was reasonable and belived they were competent to do the job. well after getting my van back i noticed that it was still play in the steering wheel and right front tire i called **** back told him about it and he told me to bring it back up there. now he told me i have a warranty on the work and when i got there he took it on a drive then put it on the lift to look at it. well that's when the dishonesty began. prior to me taking it up there i asked if he replaced any tire rods or ball joints because ive installed a few though out my life and i always took the spindle off so you can pull the axle out the transmission and replace it without damaging the new axle. ****** told me that they didnt do it that way, that they took a loose the the cross member link joint. so im like okay. so he tells me the morning that i took it back before he looked at it that it could be the tires and rims thats giving me the vibration and play in the wheel. so when he looked at it on the rack of course guess what he blamed it on right the rims and tires. so he didnt want to honor his work nor warranty. **** dealership has put in a new transmission, hub bearings, tire rods upper and lower and ball joints and a wheel alignment. all of this prior to midas working on it. the front end was tight all i needed was the axle so ******* **** in ****** said i need a inner and outer axle and the hardware to install. midas only installed the inner axle taking the short cut and now when i turn my wheel left or rightCustomer Answer
Date: 08/03/2022
[BBB Transcription via Phone]
Consumer no longer wants a repair. He is getting it repaired else where. He would like the cost of the axle back.
Business Response
Date: 08/03/2022
Customer possibly has secondary issues with the front end. The axle we installed, when inspected was intact and working properly.Customer Answer
Date: 08/03/2022
Complaint: ********
I am rejecting this response because: they are lying period point blank.
Sincerely,
******* *******Customer Answer
Date: 08/15/2022
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because:
******* *******
1:03 PM (7 minutes ago)
** **
These are the pictures of the axle that Midas installed. If you were to have an parts specialist or an skilled mechanic look at these pictures and explain what’s going on I believe that they will agree that this axle was installed improperly. The one picture that has the tear on the cv boot tells it all. Look very close at the band and you can clearly see a dent on the band just above the tear in which all the grease came out causing the bearings to over heat and make the popping sound when I would turn and accelerate.
Sincerely,
******* *******Business Response
Date: 08/30/2022
DM has spoke to customer and a refund amount was agreed on and check was issued and mailed **** on 8/23.Customer Answer
Date: 08/31/2022
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because:
******* *******
Aug 29, 2022, 7:01 PM (2 days ago)
** **
I spoke with **** on the 19th of this month and he said that Midas is going to reimburse me what I spent to have the axle redone. That following Monday he called and said that he he check will be at the ********* location by the end of the week. I didn’t hear anything so I called that Friday and asked **** about it and he said in a hastily voice ( I will let you know when it’s here ). So I said okay and didn’t hear anything else so I texted **** Monday the 29th and he texted back with a different story saying ( he said a week or two ). I told him that it doesn’t take more than two days in the state of **** for mail to reach its destination. I feel like now they are playing a game holding the check or the money over my head when it’s just like get it over with and pay for your mistakes. It never should’ve happened this way they should have fixed it period. On 7/27/2022 I paid for a service that I didn’t receive and Midas didn’t honor their warranty. It’s over a month and I feel like they are dragging this along. Can you please follow up.
Sincerely,
******* *******Customer Answer
Date: 08/31/2022
BBB Transcription via Phone
Im going to pick up the check today
Customer Answer
Date: 08/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******
Midas Auto Service & Tire Experts - an Employee Owned Company is BBB Accredited.
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