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Business Profile

Brake Services

Midas - Glenwood Springs

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/03/2024

    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.
    Please stay away from MIDAS GLENWOOD!! I had my radiator replaced here. A short time after I was traveling up vail pass and my radiator hose came loose and fell off. My engine instantly overheated and is blown! My engine needs to be replaced, $8,500!! My vehicle was ingreat shape (prior to Midas) and is fairly new with only 70kmiles! I believe Midas did fix my initial leak, and everything was fine. However my first ride up Vail Pass, their work/hose came undone. Midas is not assuming any responsibilityand is using my own words against me, they are trying every loop hole/excuse tonot assume responsibility! Their website says they stand behind their work and have a lifetime "warranty". This could not be further from the truth! Unfortunately these horror stories just add up for this Midas location Please do your research before coming here.. It is very sad we have such a careless and unprofessional auto shop in our valley. Please save your time and money and go elsewhere!

    Business Response

    Date: 10/08/2024

    Better Business Bureau
    case#********
    Customer: ****** ********

    The customer ****** ******** has filed a complaint stating we caused his engine to blow up while traveling to ******. He states the shop it was towed to found the radiator hose had popped off. We are not disputing that, It may or may not have been the cause for a blown head gasket (not an blown engine) as we have not been able to diagnose the vehicle.

    What we are stating is he is not being fully truthful as his story keeps changing (I will attach proof of him doing so). There are several explanations as to what could have happened to the hose as when vehicles overheat. When a vehicle gets extremely hot like it did on Vail pass it turns into a pressure bomb, causing it to blow out the weakest link of the coolant system and in this case it may have been the hose which was original to the vehicle of ****** miles and 9+ years old. Could it have been the hose issue, possibly! Just like it's possible the head gasket could have given out, Thermostat stuck closed, Air pockets in the coolant system or just a weak original hose could have blown; these are all causes of overheating and causing too much pressure for the system. But we pressurized the coolant system to factory specifications of 18lbs to perform flush/fill required, so any leaks would have been detected at that moment as it would not allow us to get to the factory pressure specifications of 18lbs.

    Here is where we have to stand our ground. Here are the facts and timeline of what occurred leading to this complaint. We performed the radiator repair on 6/12/2024 (invoice ******* exhibit A1), 111 days roughly and ***** miles prior to the incident (exhibit C4). 78 days later we received an appointment request form Mr ******** stating and I quote (exhibit B)You guys "fixed" my leak and replaced radiator. On 6/13/24. Was good for about 2 months. My jeep leaked all coolant this morning. This has to be warrantied work. I cannot pay $1,300 again, for something that was already "fixed.

    On Thursday August 28th a shop manager called Mr ******** like he requested in the
    appointment to get more information. Customer stated that the radiator is defective or cracked because there's  a lot of coolant under the vehicle. The manager urged Mr ******** not to wait until the 30th as we could look at right away and not to drive the vehicle until coolant is at least put back in the radiator. I was sitting next to him when this was happening.

    Customer did not ever show up to have us check it nor did he have it checked elsewhere. 33 days go by and we receive a call stating the complaint of engine issues. Again 111 days after installation of the radiator and 33 days after he started it had jeep leaked all coolant. He had a 90 day warranty on parts and labor (exhibit A2) not a lifetime warranty like he is referring to (exhibit E2).

    On September 30th Mr ******** called in with this complaint. He received a warning notification on his dash for overheating and he pulled over (exhibit C1), He states there was no coolant leak prior to the hose issue climbing ********* other than he had seen a few drops at some point(exhibit C2). He also claimed he wouldn't have been driving the vehicle if it was leaking (exhibit C3). But that is not true as we received the email stating he had this big leak and confirmed it when we called him back (exhibit B). Now he is changing his story to just a few drops. Either way we tried to encourage him to bring it back ASAP and we would be happy to recheck ourwork because sometimes things happen that we can't always explain.

    For argument's sake let's say we didn't pressure it like the task requires to get air out of the coolant system. A loose hose would have caused a leak that would have been noticeable shortly after repairs and or cause overheating once it gets to operating temperature because there was air in the coolant system. And neither of those occurred according to the customers call on 9/30/2024.

    This is terrible for everyone involved, we truly feel for Mr ******** and his situation. But the facts are he knew there was a leak, small, big, whatever he decided to ignore it. If he added coolant himself without burping the air he would have created his own issue. If it was a loose hose and he was seeing coolant that was fixable under warranty and would have been happy to fix even if out of warranty. But he cannot seriously blame and slander us for not doing his due diligence and getting the vehicle back for an inspection in a timely manner.

    We wish Mr ******** nothing but the best and would really like him to consider taking down his negative posts as he even stated we did fix his leak months prior (exhibit E) so we are not sure why he is asking for that amount back as it has not been proven the radiator is defective in any way. We truly bend over backwards trying to help our customers hence our A+ rating with **********************, but we are limited if the customer does not engage.

    God Bless,
    TEAM MIDAS OF GLENWOOD

    EXHIBITS A-D

    Customer Answer

    Date: 10/08/2024

    Midas can continue to try to use facts and continue to use my own words against me. Unfortunately I cannot take down my review, because I know and Midas knows their work is responsible. Hoses don't just come loose. Not on such a new vehicle. 

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