Complaints

The 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:11/12/2024

  Type:Service or Repair Issues
  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.

  Dec 7, 2024 - Went into Midas to have them change my brake pads again (have already changed them previously but was still making noise - they offered to do this for free) and to have them change and put my winter tires on. The total bill was about $651.**. Drove my car that evening.Dec 8, 2024 - Took my family on an outing and noticed a gas smell in the car. My partner opened the hood and saw that the oil cap was off (see 2 pictures) and oil was spilled all over my engine. Dec 9, 2024 - 8:21am: A phone call had been made to Midas to tell them what had happened. 2:40pm: I take my car to another mechanic shop in ******* (as my trust with Midas has been clearly broken) to have them do a diagnostics/inspections of the damage. (5 pictures of report attached). They recommend for me to replace my belt, as there is oil on it, and also notice that the wheel lock was not installed on passenger front tire. They gave me an estimated quote of about $423.** which includes, washing the engine and fixing the belt. 4:10pm: I drive my car back to Midas to show them the damage and the estimated quote. I asked them to either pay for the estimated quote by a different mechanic or dispute the charge from the Saturday's job. At the end the *** said he would give me a call tomorrow.Dec 10, 2024 - 12:26pm: Midas calls and offers to fix the issues themselves, give a curtsy car, and a free oil change. I said no as I do not want them to touch/"fix" my vehicle and would like for them to pay for another mechanic to fix the damage that they have caused or give me a refund.I am extremely frustrated as a lot of my time has been wasted (waiting for them to re-do a previous brake job and now having to fix further issues that could have been easily avoided) Not to mention my family/kids life was put in danger!

  Business Response

  Date: 03/01/2025

  Dear ***** and *********,

  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience this situation has caused you and your family, and we understand how distressing it must have been to experience such an issue with your vehicle.
  After conducting a thorough investigation into the matter, we found that the oil cap was properly put on and the tires were torqued correctly following the service. However, we completely understand that the oil smell and the condition of the engine compartment were concerning, and we take full responsibility for this oversight. I will personally take care of this concern. We are committed to making things right and regaining your trust. To address your concerns, we are offering the following:
  

  Complimentary cleaning of your engine compartment to ensure it is in safe and proper condition.
  

  A free oil change and Mount/ Balance Tire change during your next visit, as a gesture of goodwill.
  

  We will provide a courtesy car while your vehicle is with us, ensuring you are not inconvenienced during the cleaning and any additional service.
  

  At Midas, we value the trust our customers place in us, and we want to demonstrate our commitment to delivering high-quality service. We would love the opportunity to continue earning your business and ensure that your next experience with us exceeds expectations.

  After reviewing the video footage of the service performed on your 2020 ****** Crosstrek, we have found no indication that the oil cap was left off or that the wheel nut was improperly torqued. Our technicians follow a strict set of procedures, and the video clearly shows that both the oil cap was properly replaced and all wheel nuts were torqued to the correct specifications during the service. We ensure that all steps are completed properly before a vehicle is returned to a customer. 

  That said, we understand your concerns and the gravity of the situation. The safety of our customers is our top priority, and we are committed to providing quality service. 
  We have noted your dispute with ********** and respect your decision to pursue that route. We encourage you to bring the vehicle in for a second inspection and give us the opportunity to fix the issue. We value your business and would appreciate the opportunity to resolve this amicably.
  Please let us know how you would like to proceed, and we will do everything we can to accommodate you and resolve the situation quickly.
  Once again, we sincerely apologize for the distress this situation has caused and appreciate your understanding and patience as we work to make this right.
  Best regards,
  ***** ******
  Midas Automotive,  Aldergrove BC

  Customer Answer

  Date: 08/01/2025

  Complaint: 22669170

  I am rejecting this response because I have given Midas the opportunity to pay for a different mechanic or refund us so we may put the funds towards cleaning the engine issue - To which Midas declined. I had to get it fixed ASAP from a different mechanic as trust has been broken on more than one occasion with Midas. I then proceeded to pay ****** Automotive for the engine to be cleaned and the timing belt replaced by to have this resolved quickly so that I may continue to use my vehicle to get to work and back, and that no further damage would be caused. 

  At this point - I am seeking that Midas owns up for their mistake, and provide a full refund.

  Sincerely,

  ***** *******