Complaints

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• Initial Complaint

  Date:02/05/2025

  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.

  My husband brought in his car because it was shuttering .He told the people he talk to upon the initial visit that he thought it might be the transmission.They called him back after doing a cursory examination of his vehicle & said that the transmission was fine, but a whole bunch of other stuff needed replaced, upon hearing the transmission was fine My husband okd the work that ended up costing $3,728.The 48 hrs later the shuddering came back,He brought the car back to Midas day after that, & they told him that it was in fact his transmission that needed to be replaced. i called *********** said that all the work they did was a completely separate issue They refused to offer any sort of resolution, after I explained if we would have known that it was a whole bunch of other stuff totalling $3,728.3 PLUS an additional couple thousand more for a transmission we wouldve never gave the ok do any of the work bc the car is old and not worth it, I asked them why they did not contact my husband to come along for a ride along with one of mechanics so he could point out the noise and shuttering that it was doing instead of just telling us that the transmission was fine & they said they didnt need to do that, I said it was Negligence on their part for not Running ALL diagnostics for a problem that the car was specifically brought in for (the transmission) & telling us that the transmission was fine.talking to another mechanic,they said that code reader, they use probably wasnt the same brand as the engine and only gave a generalized reading which in conjunction with the fact that they did not do a ride along with my husband so he could actually point out the noise,was why a couple days after Midas replaced almost 4 grand worth of stuff the transmission ******* problem is that we were told the transmission was fine and thats the only reason why we gave the go ahead for the work to proceed

  Customer Answer

  Date: 02/05/2025

  Here is a signed document for my husband as requested

  Business Response

  Date: 06/05/2025

  Our initial contact with Mr. ****** was via email requesting an appointment.  During this process the customer selects the category that most suits his needs.  Mr. ****** requested an oil change, brakes: rear brakes might need to be done and transmission: Made a weird clunk, have to apply gas to reverse now.  We booked him in and confirmed the appointment to him.  Mr. ****** arrived on April ******* for his appointment at which time the manager issued the work order to the technician with exactly Mr. ******* requests.  The technician road tested the 2008 Chrysler PT Cruiser and brought it in for an inspection.  The technician completed the inspection and send the report to the front office.  The manger the reviewed the report and forwarded it to Mr. ****** via text message.  The manager then phoned Mr. ****** and reviewed the findings with him over the phone.  The technician found several safety issues, one of them being the clunk was coming from the CV axle shafts both sides the cv boots were torn wide open and had no grease remaining in them  The clunking was coming from the axle shafts whenever you engage the transmission or turn corners. The transmission fluid level was good, the fluid was clean with no burnt smell.  Since you cannot physically see into the body of the transmission this is how any qualified technician checks for the condition of the transmission.  At this time there was no check engine light on the dash and no history codes to report.  The only light on the dash was for the tire pressure monitoring sensor which Mr. ****** was not concerned about.
  The manager went over all of the issues with Mr. ****** and Mr ****** agreed to take care of the safety items on his vehicle.  The technician completed the work and road tested the car.  The clunk was gone and the car road tested good.  Mr ****** came in to pick up the car and drove away and the car was good.
  On May. 2, 2025 the check engine light came on and Mr. ****** came back to the shop.  The manager had the technician scan the check engine light and found several codes present: Engine light scanned. Found multiple codes related to abnormal transmission operation. Transmission control system detected faulty operation. Further diagnosis recommended from a transmission shop, suspected transmission failure. Transmission fluid condition and level checked and found fine. (P0700, P1775, P0731, P0944, P0868, P0732, P1790)
  The manager suggested we send it across the street for the transmission shop to do an inspection but Mr. ****** decided not to and left with his car.  
  According to his partner, Mr. ****** was driving down the highway and found the car not functioning properly and pulled over.  He ordered a tow truck and had it towed to a transmission shop of his choice.  His partner then phoned Midas corporate to log a complaint on the shop and also posted on social media via ****** to complain.
  I am the person to handle the complaint so I reviewed all communications with Mr. ****** and went through the inspection report and invoice and then reached out to Mr. ******** partner ******** as she was the complainant.  I listened to everything she had to say and agreed that the car needs to be looked at by a transmission shop. I suggested we send it over to ******* transmission as we know the owner and we could see what we could do to assist in this repair.  She then told me they already had it at another transmission shop and I then said if she provided me with this shops name I could contacted them to see if we could assist.  At this point she wanted to know exactly what we could do and I said I would need to see what is going on with the car first and she wanted to know if we were going to refund her.  I said no as this was not an over sight by our technician as this problem did not present itself will in our care.  The work we did was for safety and this check engine light and transmission issues was not present while we serviced the car.
  At this point she became quite slanderous saying that we are incompent, , we have no transparency, we are preditory and deceitful, she then said she was going to contact the Better Business Bureau and I said okay.  

  I do sympathize with Mr. ****** but in the end we did nothing wrong and have all documents to back this up.

  Sincerely:

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