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:12/03/2024

  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 12/02/24, I dropped my vehicle off at this Midas location to have an alignment as well as a diagnosis of the grinding noise that was coming from the rear, presumably the brakes. ***** called later on 12/02/24 and stated that all four brake pads were down to metal. ***** stated that the rear rotors needed to be replaced. When I asked about the front rotors, ***** stated that only the rear rotors needed to be replaced. I agreed to the price and work, alignment, replace all 4 brake pads, and replace the rear rotors for ~800. Later, I received a call letting me know that the vehicle was ready and that the rear brakes and rotors were replaced. When I inquired about the front, I was told that nothing was done on the front. This is where the dispute arises. I authorized the work and agreed to the ~800 for an alignment, to replace the rear rotors, and to replace all 4 brake pads.

  

  Business Response

  Date: 12/03/2024

  There was some type of misunderstanding or miscommunication with the customer. The estimate given was for rear brakes as the fronts did not need replacement.  We did however,  honor the customers expected amount  And replaced the front brake pads as well at the complete agreed to price per the customers request. 
  

  We offered an apology, fulfilled the customers expectation and consider the issue resolved. 

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The staff at Midas did work to resolve the dispute. With that being said, it should not have taken the the amount of effort on my part that it did. 
  

  To be clear, there was no miscommunication. I understood perfectly clear and I could encourage the store leadership to listen to the recording of the call that ***** stated was available  

  ***** displayed the poorest of customer ********************** paired with borderline deceptive business practice  

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/28/2022

  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.

  I brought our family car (2017 ****** Camry) to Midas Naples for an oil change the week before Christmas so that we could make the long drive to visit family. The car was fairly new (only ****** miles on it) and running perfectly. We only wanted to change the oil before the road trip.As I waited for the oil change, the Midas desk clerk called me to the back to speak about a particular issue with the car. (This also happened to another customer as I waited, and based on past experiences, it seems to be a routine occurrence at Midas.) Grease was dripping from the front driver axle. He explained that it needed to be replaced and that he would draw up the estimate, which was for $764.49. I was surprised, since the car was fairly new, and I asked why I had not seen any grease until now. The employee explained that as the car drives, the grease leaks out but does not form a puddle while parked. I asked why this would happen to a car this new, and he answered that the ******* sun is very hot and tends to wear out these parts. I remembered this line because it was the same one they had recited when this same car needed new tires last year. At the time, it had under ****** miles. I became very suspicious and brought the car to a trusted mechanic. He assessed the axle, found that it was indeed leaking grease, and told me that it would need replacing before a road trip. He commented that it was very odd that this car would have this issue now and that the damage appeared to have been caused by a razor blade, rather than regular wear and tear. Needless to say, I am not bringing the car to Midas for the repair and will never frequent their establishment again.

  

  Business Response

  Date: 12/28/2022

  We pride ourselves on the fact that out technicians and manage not paid commission on sales.  As a result theres no need to upsell unnecessary work, let alone defraud a customer by damaging their car intentionally for extra work, particularly when we already have more work that we can handle   
  

  The axle boot failure is a common issues on all front wheel drive cars more so on Camry.

  its unfortunate that the customer feels that he cannot trust us, but he did mention that at least  he has another mechanic that he also uses that can take car of his future needs.

   

  we will remove him from our call back list   

   

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18650655
  
  I am rejecting this response because:

  ************ showed me the axle, so in addition to his assessment I saw with my own eyes that it was not worn out at all. The mechanic said that the puncture in it did not appear to be the result of normal wear and tear, but seemed to be made by a razor. Midas told me that it was worn out by the ******* sun, but I later learned that this was not the case. The mechanic further told me that the axle typically would have lasted longer than this, and that he was surprised that it would need replacing in a car so young.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/04/2023

  We consider this matter closed. 

  The client was shown in our shop that the axle was leaking for a long time, evidenced by the leaked out grease on the wheel assembly and under carriage. Therefore, the insinuation that we may have intentionally damaged it with a razor blade is ridiculous and slanderous as mentioned in a recent online review.

  The oil service interval at our location was 18359 miles, however, per his Carfax history  It was serviced at another unknown **********/7/21@ 32,526.

  After our diagnosis, He also confirmed with another shop that it required replacement. He should have it replaced by his mechanic.

  The car is 6 years old, it will require regular repair, any six year old car will require regular repair.

  If the consumer has an issue with the fact that in his opinion, this is a premature Failure with his vehicle he should contact ****** ***.

   

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18650655
  
  I am rejecting this response because:

  Midas did not address the facts I set out about the car mileage or about the fact that the axle was not worn.  I saw the axle with my own eyes and saw punctures on it as well.  Their claim that any six year car will need repair is a cliche and ignores the details I laid out in my response.  A random review which coincidentally showed up after I posted my review is unsurprising and unconvincing.  I am not surprised that Midas considers this matter closed and I do not expect them to do anything about it.  I know the ******* sun did not wear out my axle like Midas said because I saw it, the mechanic confirmed this, and basic knowledge of ****** axle's longevity will confirm this as well.

  The other mechanic repaired it but other customers should be warned about our experience.
  
  Sincerely,
  
  *****************************