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:06/09/2023

  Type:Service or Repair Issues
  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.

  On the morning of August 17th I brought my vehicle into Midas in Saskatoon to get exhaust and brake work done. I receive a call from Midas that my vehicle is done. I show up and pay Midas for their work and I’m on my way home with my vehicle. As I am driving down the road I am coming up to red lights with other drivers slowing down for it, I go to use my brakes and the brake peddle goes straight to the floor and my vehicle is not stopping, I try again and press down on the brake peddle and again it goes right to the floor this time I hold it and the vehicle attempts to slow down. All while I nearly hit the person in front of me because of my faulty brakes. I manage to pull over into a near by business with an empty parking lot. I contact Midas to tell them that my vehicle does not have working brakes and that my brake light is on. They ask me to bring it back. So I very slowly drive the vehicle back to their shop where they kept it overnight to repair the next day. I look closer at the invoice and it shows that the KM on the odometer in/out of the shop are the same. So they did brake work on my vehicle and didn’t even bother making sure the brakes work! I later filed a complaint with Midas customer service, the person with customer services expressed how awful of a thing that is to have happens. The next day the manager contacted me saying that “I have brakes now don’t I? No need to file a complaint.” I then contact Midas customer service again and explained the issue I have is that they allowed my vehicle to leave their repair shop untested and unsafe for road use. I was lucky that I chose to pick a less busy street to get home as it was 5:00pm if I was to take Circle Drive east during rush hour I would have more than likely have caused an accident to which injury or even death my myself or others would have occurred. Another person with Midas Saskatoon contacts me (****) and asked for my details and is now ignoring my complaint.

  Business Response

  Date: 21/09/2023

  Hello, Thank you for getting in touch regarding Mr. **** *******'s complaint. We apologize for the complaint reaching you before we had a chance to discuss it with him directly. Here's a summary of what occurred at our store: By our store supervisor Mr. ******. On August 17, 2023, Mr. **** ******* brought in his 1978 **** **** for repairs, specifically exhaust and brake work. After inspecting his vehicle, we informed him of our findings, which he approved. We proceeded to replace and rebuild the exhaust system and adjusted the rear brakes initially. However, we later discovered that the front pads, rotors, and calipers needed replacement. We also noticed issues with the front brake hoses, which we recommended replacing. Upon completing the repair work, we test drove the vehicle and confirmed that everything appeared to be in order with good pedal pressure. Mr. **** picked up his truck that evening, but shortly after, he contacted us to report low pedal pressure. He returned the truck, and we addressed the issue the following day, keeping the vehicle overnight. We identified a leak from one of the caliper crush washers, which we promptly replaced, bled the brakes, and confirmed the issue was resolved after another test drive. During a final road test, our technician noticed an issue with the shifter, which had become loose. We informed Mr. **** about this issue, and upon inspection, we found a broken piece of the shifter linkage. We offered to fix it at no additional cost if he could supply the broken part. Later, Mr. **** had the truck examined by a **** dealership, which revealed that the linkage had been previously spot-welded by someone else and had become loose during our test drive at Midas. He apologized for falsely accusing us of breaking the linkage, and we maintained our commitment to replace the part at no charge. A few days later, Mr. **** contacted Midas HQ to file a complaint about his truck and expressed his preference for communicating with someone outside of the store. We had a detailed conversation over the phone, during which he mentioned his intention to pursue a legal case. Customers satisfaction is our highest priority. He should allow us rectify the problem. Thank you

  Customer Answer

  Date: 03/10/2023

  Midas has gotten back to me and I would I would like to close this complaint as satisfied with how Midas has handled this issue.