Complaints

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• Initial Complaint

  Date:29/05/2024

  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.

  Mid April I had my car towed to the Midas auto service. I had explained to them that my car stalled on me while I was driving on the road. I had pulled it aside and tried to restart the car but had difficulty to restart the engine. Once the car was towed to their location, they told me that Ecw which is related to the computer in the car would need to be reprogrammed. Because they are not cadillac dealers, I would need to have it towed to GM dealers to decode the computer. Took the car to GM to reprogram the ***** GM did the diagnostic decode or reset the *** and told me it will need a fuel pump service. After learning it was cost too much, I had phoned Midas let them know what GM had done and let them know the fuel pump situation. Midas told me they can do the service at cheaper rate then what GM had coated me. Towed the car back to Midas for them to work in the car. They changed the fuel pump and fuel filter under my knowledge but failed to let me know they also went and changed the *** without my consent and changed me. Once they supposedly had finished the repair, came to pay for the repair but was told that the car is not running %100. Am not sure why I needed to pay for the services since it's not fixed properly. What's even worse is that I have been told by midas representative that HE KNEW IT HAD NOTHING TO DO WITH THE **** FUMP!!! But still ended doing the services on the fuel pump. I mean this person is completely contradicting everything he has said. I am lost for words and stuck with a car that us operating properly but yet forced to pay.

  Business Response

  Date: 07/06/2024

  To whom it may concern, this vehicle was in our shop a few times. When we met this customer with this vehicle it was Mar *****. He came in with a power steering and coolant leak was his concerns. We inspected vehicle found leaking water pump and a power steering hose. We repaired vehicle with new water pump & power steering hose. Then he came in Apr 21 24 and said he seemed to be going thru alot of fuel? We inspected and couldn't really find anything wrong so suggested spark plugs as they were not new and had the kilometers to justify replacement. We installed new spark plugs. Then Apr 25/ 24 it was towed into our shop not running. Here is words from technician that inspected Vehicle.

  I am the technician that worked on ***************************** 2004 Cadillac SRX when it was towed in for no start concern, I scanned vehicle and it came up with a code for Accelerator Pedal Switch as well as a Powertrain Control Module lost communication code, we did not charge him for scan. The manager and I suggested it would be best if he take the car directly to GM Dealer as if it required PCM replacement it would need to be programmed by GM as we do not have the ability to do. Again we did not charge him anything at this time. The customer towed the vehicle to *********************** where after they diagnosed the vehicle they said the fuel pump needed to be replaced. According to *************************** the estimate they gave him was almost $2000. After hearing this the customer called our manager and asked him if he found a fuel pump would we install it for him. We do not usually install customer supplied parts but to try and help *************************** we said we would. The customer towed the vehicle back to us. Upon installation of the customer supplied fuel pump the vehicle still would not start. Our Manager had pro actively ordered a used PCM for the vehicle which I plug & played in the parking lot and got the vehicle to start, run & drive. We bought the vehicle back into the shop and attempted to do a throttle valve relearn which took a few tries but the vehicle was running so poorly and we could barely touch the accelerator pedal to avoid backfiring in the intake manifold. The manager ordered in a series of fuel pressure, mass air flow & throttle body sensors that we tried plug and play but there was no change in the rough running of the vehicle. We suggested taking back to GM in hopes that they could write the *** into used PCM but to my knowledge the dealer did not and said again had fuel system issue and needed fuel pump. The customer limped the vehicle back to us where we tried intake gaskets and a couple injector seals re possible vacuum leak. We did not charge the customer any labor at all just the parts as they were not able to return.

  We went over the top to help this customer with his issues with his vehicle. When I saw this BBB complaint, when the customer came in I to pay for the last of the parts May 29 24 I asked him why he would of put in that complaint as all we tried to do this whole time was to help him with this vehicle. He said his girlfriend was frustrated and did it. I told him that he would have to back to ********* as they have or should have anyways the best diagnostic equipment to diagnose and do what they say. If they are incorrect they will have to follow steps to get vehicle running properly. He said they were to expensive. Unfortunately there is no easy button sometimes when comes to diagnose vehicles. In my opinion we tried to help *************************** with his vehicle issues. And if you were to ask him I'm pretty sure he would agree. The issue unfortunately is his vehicle is being difficult and no matter which auto repair facility it goes to for repair its not going to be easy or inexpensive. Please let me know if need anything further