Business Profile

Auto Services

Midas Auto Service & Tire Experts - an Employee Owned Company

Headquarters

Complaints

This profile includes complaints for Midas Auto Service & Tire Experts - an Employee Owned Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

191 total complaints in the last 3 years.
72 complaints 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.

Initial Complaint
Date:11/30/2022
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.
11-19-22 appointment for coolant leak on 2007 mercury mountaineer.They did a diagnostic test air pressure test.I was told I needed a new water pump ,radiator cap,serpentine belt ,thermostat and thermostat gasket,oil change.For all the work to be done it was $956.71.The work was done the same day.Took my vehicle back on 11-28-22 told them the coolant was coming out the looked over the vehicle said they didn’t see a leak.I was also told it might be something else like a gasket but I would have to make an appt so they can look into it.I took my vehicle to get work done they did something wrong because the coolant is still leaking out when I turn right or left it makes a whining sound.I applied for the Midas credit card and I have to pay this it’s on my credit I want this fixed the right way and I want them to pay for this.This is a problem
Business Response
Date: 12/01/2022
At the time of customer visit on 11/19, as mentioned, we did a pressure test on the system and found issues with the water pump. If customer is now experiencing leaks, we will need to properly inspect the vehicle and determine if the leak is from a faulty pump or a secondary issue that now needs to be addressed.
Customer Answer
Date: 12/01/2022

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.

Sincerely,

***** ****
Initial Complaint
Date:11/21/2022
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.
106/22 Took 2017 Jeep grand Cherokee limited awd for an oil change & light bulb replacement to support their food drive wasn't due for one until 12/2022 was being supportive only to 20 days later to break down on the parkway 1:30a 10/26/22 saying low oil, service air bag, engine, put vehicle in park to drive. Had towed & ***** at *********** ******** calls saying since midas changed oil . The pressure valve inside the oil cap where the filter is attached 2 broke which doesn't allow oil to the motor which locked up motor. Need a new motor & starter as when car cut out tried starting and shut starter down Motor on back order no eta put priority shipping total to replace is $9,245.00 before tax. Midas GM **** took his mechanic went and confirmed. I've been getting the run around since reaching out to everyone within the company no help from them. My trucks newer never had an issues. I stay up on oil changes, tune ups, inspections everything now due to their negligence I'm without work and Dr. Appointments.
Business Response
Date: 12/06/2022
We were prepared to handle internally but Ms. ******** elected to handle on her own. Accordingly, we turned into our insurer who has already issued a check to Ms. ******** for the estimated repair and associated costs. Therefore, it is up to her to schedule and pay for the repairs at her convenience. Again, we offered to handle this quickly and efficiently, but Ms. ******** refused that option, thus our hands were tied yet we don't understand why she claims it is not being handled as a check has already been issued to her by our insurance company. We are sorry for the mistake and inconvenience, but we did everything within our power to resolve for Ms. ********.
Customer Answer
Date: 12/06/2022

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. However their response isn't satisfactory midas offered a 12month 12k mile warranty on a engine removed from a totaled vehicle, I offered to accept with a better warranty the vp declined and wanted to proceed with insurance which is best due to my vehicle needing the proper engine & starter. I made this complaint prior to midas accepting liability and after I've had to literally do my own investigation & footwork to get any kind of proper response, communication, and action . I also just received the check today their communication is horrible ??. I'm grateful this nightmare is over. Have a blessed day!

Sincerely,

***** ********
Initial Complaint
Date:11/21/2022
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.
Went in for rear brake pads only, probably $100 to $200 job max. The technician **** ****** and his assistant tried to retract the Caliber causing brake fluid to pour out. This has resulted in more problems to my vehicle. They took it upon themselves to fix all the damage they caused to my vehicle, threatening to keep my vehicle if I didn't pay them $800. They admitted their fault on video. How was I liable for damage their company caused to my vehicle?
Business Response
Date: 11/21/2022
Customer was in on 11/18 for rear brake pads. We have to retract the caliper in order to install the new pads. If the caliper begins to leak when we retract the caliper, the caliper is faulty and needs replaced. This is nothing we caused, we did not damage the vehicle, this was a pre-existing issue with the calipers.
Initial Complaint
Date:10/28/2022
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.
In July 2022 I called the Midas at 540 Clairton Blvd Pgh., Pa 15236 and spoke with Manager **** ******** about replacing my condenser which was diagnosed as having a hole that was most likely caused by a stone. I was quoted a price of $450. I specifically told him I had had a diagnostic done (receipt presented here) and was comparison shopping. He told me when I was ready to bring it in (also getting it inspected) he would order the confessor and that would be that. However, when I brought my car in on 8/10/22, with a fully working blower fan, the Midas mechanic through relay from the consultant on this particular day tried and succeeded in convincing me that my blower fan was not pushing the anti freeze through the system and that was why it was not blowing the cold air and that there was not a hole in my condenser and that it would cost $790 and that I WOULD NOT NEED a new condenser. I gave the OK after I reiterated again that I HAD ALREADY REPLACED THAT FAN AND THAT IT WAS WORKING FINE WHEN I LEFT TO DRIVE IT TO MIDAS ON 8/10/22. When I was called to pick up my car I was then told that I owed them for the new fan (Which, by the way, works exactly the same as the one that I had on the day that I dropped it off. It didn't need replaced!) and in fact my condenser did have a hole and that they would put glue in the system to last me the season. It leaked out in ONE day!!! I took my car back to Midas on 8/19/22 and explained that I was owed something because they were wrong about the fan and that they did not just replace my condenser like I had called about and asked them to do. The manager **** ******** told me they owed me nothing, I got a fan, (which I did not need) and was told to leave. I have gotten nowhere with corporate, especially since they wrote their report to favor their misdiagnosis. PLEASE HELP! Thank You.
Business Response
Date: 10/31/2022
I discussed offering her $200 off the condenser repair as good will. She declined as she wanted her full money back for the blower motor. On the courtesy check the blower did not work consistently, it went on and off. We saw that bottom of condenser was wet but saw no signs of dye in the system as she said she had in it.
So we basically called both items but a new condenser wouldn't help with a faulty blower motor. She could not afford both. Customer can contact DM directly at 877-728-6784 if she would like us to replace condenser with a $200 discount.
Customer Answer
Date: 10/31/2022

Complaint: ********

I am rejecting this response because: The mechanic misdiagnosed the problem, over charged me for the work they did due, and did not fix the hole (which they lied and told me they fixed it with their glue.) Does DM have a date when and who he spoke with about a $200 coupon because it was not me. Also I should not have to pay more money for something they were supposed to fix in the first place and what is a quoted coupon off worth with NO STARTING PRICE? DAH!

Sincerely,

******* ******
Initial Complaint
Date:10/26/2022
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.
Bring shop in for two safety issues, one was not taken care of and one was said to be taken care of but isn’t. Brakes were worked on and I almost got in a accident today due to brakes not working at all on highway. Promises were made but not kept.
Business Response
Date: 11/10/2022
several attempts have been made to reach customer to get the vehicle back so we can inspect and determine the issue with brakes. We replaced rear brakes on 10/22 and front brakes were recommended but declined.
Initial Complaint
Date:10/05/2022
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.
On 9/10 I had a scheduled appointment for an alignment. Upon inspection, they found a few nails in my tires, which I told them to go ahead and repair. One tire needed replaced, gave them the go ahead again. The alignment was done and when the tech drove my car, it was pulling to the other side (misalignment). They realigned my car. I was there for 4.5 HOURS! When I left the lot, my car had a shaking sensation through the steering wheel. When they opened Monday I called them. I took my car up there again 9/14, they balance and rotated my tires again. Still wasn't fixed. Called up there again & was told to bring it up this weekend so they could drive it. I had a family emergency and called to schedule a lunch time appointment to take it up there the following Tuesday 9/20. Took it up there and drove it with the Manager *****. He felt the vibration he told me to bring it up there after work to look at 9/20. They balance and rotated my tires again and put it on the lift. Then they started looking under the hood. I was told that I need a tune up. WHAT! No. Then they showed me that my wheel shakes when high speeds are hit on the lift. He told me that he thinks it is my axels. I told him that I just had my axels replaced in July. Showed him the receipts. At this time the manager ***** tells me to take it to the place that done the axels. I scheduled the appointment with the other place and took it there on 9/26. They call to tell me that my control arm was damaged. They are unsure what the cause was, however driving a car on a misalignment can damage the control arm/ball joints. I called ***** and told him. He then asks me to speak to my mechanic. At this point, I am frustrated. I have done everything they've asked. The place completed the repairs needed to get my car back in drivable condition. This repair was covered by my car warranty. All I asked ***** for was the $100 deductible payment I had to pay. He refused and told me that they did not touch the control arm.
Business Response
Date: 10/05/2022
On 9/10, w performed a free flat repair and replaced one tire and performed an alignment. We are not responsible for customers control arm needing replaced simply because we worked on the vehicle last.
Customer Answer
Date: 10/07/2022

Complaint: ********

I am rejecting this response because:

I believe they are responsible for the damage to my control arm. My mechanic told me that it is likely that the misalignment caused the bend in the control arm when the car was drove. I gave them multiple chances to identify the problem and fix it themselves and they couldn't even identify the problem.

Sincerely,

******** *******
Business Response
Date: 10/07/2022
Like any car component control arms wear down over time and need to be replaced. Control arms bend or break when driving over large potholes or bumps, while bushings can also wear out on their own due to age. We are not responsible for customers bent control arm simply because we performed an alignment. Only thing we are guilty of is not seeing it when aligning the vehicle.
Initial Complaint
Date:09/29/2022
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.
On June 28, 2022, we had the Engine Oil Cooler Assembly replaced by Midas at ** ******* ***** *********** **** *****. The job included the replacement of the intake manifold gaskets, and other gaskets, as well as an oil change and the replacement of the antifreeze. On invoice number *******, we paid $1,356.71, which included $99.00 for an oil change, $129.99 for the antifreeze to be drained and filled, $912.98 for the removal and replacement of the plastic Oil Cooler Assembly. The repairs did not fix nor improve the issue. The JEEP continued to leak oil, in fact much worse than we took it in to Midas. On September 29, 2022, we had to take the Jeep to the shop again, for a second opinion. The new mechanic at ***** ****** ****, stated that while Midas did replace the plastic Oil Cooler, the installation was done improperly. We had to pay and additional $1064.46 to REDO what Midas had already done. The $1,064.46 we paid to ***** ****** **** included an aluminum Oil Cooler. Midas did not tell us this was an option to do. The mechanic at ***** ****** **** states he will provide a statement if needed. We are seeking a refund of the monies paid for the removal and replacement of the Oil Cooler Assembly of $912.98.
Business Response
Date: 09/30/2022
The work we performed on 6/28 was under warranty. We have no record of customer returning with issue. No refund will be given for repairs that were under warranty with Midas.
Customer Answer
Date: 10/01/2022

Complaint: ********

I am rejecting this response because: After Midas failed to properly prep the areas for gaskets, leading to the increased leakage of the oil, and their failure to offer a better aluminum oil separator alternative than the plastic one they installed, I was afraid to return the vehicle to them for further work. I cannot afford to pay for substandard workmanship-TWICE. Additionally, due to the increased oil leakage caused by Midas' workmanship, my engine could have blown up. If an amicable solution cannot be reached, I will obtain counsel.

Sincerely,

****** ******
Business Response
Date: 10/03/2022
The work performed was under warranty. This is not a money back guarantee. We have no record of customer returning with issues. No refund will be given for work that is covered under warranty that customer opted to have repaired elsewhere.
Customer Answer
Date: 10/05/2022

Complaint: ********

I am rejecting this response because: I understand the issue was under warranty. However, the mechanic that worked on my vehicle did NOT prep the surfaces correctly for the gaskets that were installed. The leak actually became worse and my engine could have been affected or blown up by this poor workmanship. It came to my attention that the issue is a very difficult place to reach in the engine compartment, and the surfaces were not prepared correctly. The mechanic who looked at it is providing an affidavit concerning the preparatory work for the new gaskets that was done when we paid MIDAS almost $1500.00 for a repair that was NOT DONE PROPERLY. Why would I return the JEEP to the same place that DID NOT DO THE JOB CORRECTLY THE FIRST TIME. My husband and I have spent THOUSANDS of dollars with MIDAS in ********** and this is disheartening. Instead of just saying NO to my request, and sending a scripted response- please speak with the manager at ********** MIDAS. He will tell you that we had our cars worked on there for years. This is the thanks we get. We normally have a good experience with MIDAS. This is an isolated incident and we deserve our money back for this single repair. This is not right. PLEASE RECONSIDER.

Sincerely,

****** ******
Initial Complaint
Date:09/20/2022
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.
Midas looked at my truck for a radiator fix and gave me my truck back without a radiator cap! After my truck over heated and water pump went out they towed it back to the shop and specifically said we will take care of it if the bill for the water pump. I still paid $1300 for the new radiator and now there keeping my truck for another $2000 which I don’t have and told me not to come back on the premises because I called corporate and the police I feel like I’m being taken advantage of please help
Business Response
Date: 09/21/2022
I had talked to ***** , first on September 8th when he complained of us leaving the coolant cap off the reservoir. 3 people claimed to have check it, and say it was there. When I called I explained that for a resolution we will put a reservoir in the bmw for no labor since we were doing the radiator on Friday, and if he wanted me to reassure him, I would be available at the store all day. ***** agreed, and after he had received his vehicle back from being repaired, his water pump blew out on the highway. This was on Wednesday the 14th.He called me instead of the store. I listened to his understandable frustration and said, I would have a tow truck come and get him. And I would notify the store he was coming in. If there were something wrong with our work or repairs we did, we would take care of everything. We did a radiator pressure test after we installed it, ran for 20 minutes no leaks. Vehicle arrived and we found water pump is now blown. Nothing we caused. We repaired the water pump with the customer agreeing to the repair.
On Saturday 9/17. ***** calls me saying we will not give him his car, I asked very simple questions to *****, I thought we were supposed to fix your car correct? ***** said no, I replied, did you want it fixed? ***** said YES, I replied, it's not done? ***** replied, No and I just want it. I asked if I could call him back, he said yes he is there at miller waiting for his car.

I called **** (manager), **** told me his car was done, ***** wont pay. I asked if we had a signed contract for the repairs, **** replied yes, he signed in front of us. I called ***** directly, and he started going into a lets make a deal. I said *****, he kept going, Once again, I said *****, Did you sign a contract ? He went silent, then said Yes, I explained the legalities, and told him he had to pay for the water pump we replaced.
Initial Complaint
Date:09/15/2022
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.
8/29 dropped off . Told would be 10-12 days. I paid 1500 down of 3800. Was told my car was only one for this type of service and the mechanic working on it had no other jobs. On 8/31 I paid 2000 on remaining biland was told it was progressing well and possible to get done sooner so check back in after labor day. Told parts had arrived. On 9/6 told still working on it. 9/9 I went in to pick up item from car. Car was in the front lot so I asked if it was done and was told to call in on Monday 9/12. I call at ~10:00 am and am told 'he started on it and hopes to have by end of week'. I remind of above but he can't say anything about that as he does not remember saying this. 9/12 ~11am I go in to get a print out of estimated timeframe so I can apply for medical transport of my special needs children and am told he can't do that because 10 minutes before I arrived the mechanic stopped working on my car and left and was uncontactable. noted car was in the lot with engine in it but too distraught to argue and left. At 430pm I was told mechanic had returned and was working on my car but found additional problems: these problems were already in the initial invoice from 8/29, no addl charges no timeframe. On 9/13 noon I had to move child's car seat out of rental car back to mine. Told another car was being worked on and it was their well before 8/29, said never spoke to me between 8/29 & 9/15, denied delaying mine because I paid upfront and offered money back, said could not give money back since mechanic was out, said always intended to start on 9/15 but didnt think they had to tell me. Said other car was 1st, showed me the engine next to that car, said 1 hr then mine was to be started. 9/13 6pm call from a manager saying unable to give timeframe. free city bus pass offered but I have already through work. 9/14 confirmed parts in, work would be started after red car whose parts arrived after hrs on 9/13 and 'the engine shown in AM was not that of red car on lift'.
Business Response
Date: 09/15/2022
Our district manager has spoken with Ms. ****** due to the fact that she had already filed numerous complaints with Midas. He explained and apologized for the delay. She has a very large job that requires a significant amount of time and parts and she can rest assured we want to complete the job as bad (if not more than) she wants her vehicle back but there are supply chain issues that are the root of the delay. Regrettably, our assistant manager confused her for another customer and provided an inaccurate completion date and we again, apologize for that. We are doing all we can to complete her job in a timely manner and will keep her apprised of the progress, but we can only do what we can do based parts and what is available in the market.
Customer Answer
Date: 09/16/2022

Complaint: ********

I am rejecting this response because: I was told on on 8/31 and it was confirmed by the manager ******* on 9/14 that all the parts for my car were in. On this day ******* said there was 1 car ahead of me and that its and my cars' parts were received Monday and that my car would be started immediately after and would require 20 hours of work. I made this call on speaker in the presence of 4 other adults so I could have witness because this is exactly what they have done in every conversation: changing their story and denying what was said to me. I did not make any recordings but all 4 people wrote down his answers to my specifuc questions. Can he now confirm this was a lie on his part? When I call in it says calls are recorded for quality purposes. Is he able to pull up this call. *** answered the phone and went to get *******.
******* said there was one car ahead of mine and those parts were received and they expected it to be done Friday 9/15 and they would call to let me know. If he does not have the parts then I believe he will not get my car fixed by 9/23 so I would like to accept the offer extended on 9/13 to get the 3500 dollars refunded to me and allow me to take my car elsewhere. I just cannot trust anything they say but regardless of what he says I will not be made to sound as if I was somehow confused vs them giving false information. I know it is hard to p4ove by me because they tell a different story every time and deny that they said any thing different previously. If it was ***e story every time but it is not. there is a different excuse every time. Please have them answer these questions I asked in front of my support team: do you have the parts for my car (on 9/14 it was yes), how many cars are ahead of me (on 9/14 one, "the red one whose parts came in on evening of 9/13, depite me being in during the morning of 9/13 and seeing them working on the red car which I was quite upset because i was told 9/12 at 4:30pm that they were working on my car but they denied saying that and said the red car was waiting much longer than mine so was a priorityand its parts, the engine that was next to the red car which was raised was said to be its engine and that all that was needed was 1 hour to put thisbin then they would start on mine so i was being unreasonably upset because as soon as they were done they would start on mine and mine was expected done no later than 9/15 now). Then changed that storyblater that night. I asked these questions on 9/14 on speaker with my 4 friends present so I could be assured I was not being 'crazy or misunderstanding'). when do you expect to start on my car (9/14 Friday, but it is complicated job and requires 20 hours of work), will you call me when you start on my car.
please ask midas to respond to these questions. If the answers are not the ***e as 9/14 i would like my money and car returned. Do you have my car parts? How many cars are ahead of mine? Do you have their parts? When do you expect to start on my car? Will you call when you start?

Sincerely,

***** ******
Customer Answer
Date: 09/21/2022
[BBB Transcription via Email]
From: ***** ****** <********************>
Date: Sun, Sep 18, 2022 at 2:54 AM
Subject: RE: ******** - coordinator is ******** ******
To: ***************** <*****************>

Hello,

It is 2AM and I am sick with anxiety and worry over my dispute. I did respond to their explanation that the parts had not arrived. Short answer was per my original complaint and per the 4 people on the call for my support all my parts were received on 8/31 and available for use on 9/14 but in the response on 9/15 it is claimed my parts were not in. I sent my response on Friday morning asking for them to either confirm these answers or return my payment and car. I would also like to point out that other answers I received on 9/14 were that my car required 20 hours of work, that they would call when the began work on the car. On the 9/14 call they said based on the other car ahead of me (that all parts were in and they were working on) that best estimate was to start my car on Friday, Sept. 16th.

At 2:07 pm on Friday 9/16 a call from the shop came in. I answered expecting my car was being started. I was told my car was ready to be picked up. I had a friend drive me in so that I would control my emotions since it was ridiculous that in the response to BBB on 9/15 that they claimed my parts were not in and my job was complicated and told me it required 20 hours that now they seem to be saying the parts arrived and they completed the job well under the 2800 in labor billed to me. I went in and they said I owed $466 which was more than the 352 I had owed previously. I paid without complaint. I was told to go outside and my car would be driven out to me. My friend and I went out and I see ‘the guy’ who has lied so many times and I tell my friend that ‘this is the liar guy. Don’t let me get out of hand.’ He gets out of the car and asks if I have a long road trip planned in the next day or two. I say ‘no’. He then says that when they removed the engine there were parts missing and bolts and screws were in the engine which likely caused the timing chain issue but that everything was fixed now.’ He left. I drove car home. 20 min drive. I confirmed with my friend and those who were on the call, who were suspicious of work done that car not fixed, that it did seem to be fine and the lights remained off.

The next morning at 8:15 I left in the car to take my son to his ******* ****** ******** ****. When I was on the highway the lights came back on. I got to the game but was unable to call at first because since kids all have special needs including for my son limb differences and vision impairment I am needed to assist him in the game. After the game at 10 AM I called and asked for the manager ******* and told him my car did not appear to be fixed and the lights for check engine and ABS had come back on. He said ‘that is unfortunate. Can I schedule an appointment to have you come back in and we will take a look. Our next appointment is in a few weeks at best.’ I said I was not sure I trusted them to do anymore work. He said ‘okay’ and hung up.

After the games there are events and such so then I drove into the shop because now I have paid $3,966.43 and I wanted to check what my options are. I went in and *** was at the desk. I told him the lights were back on and I worried that no work had been done and would like to see about reimbursement and also that I would like a print out of all the work done on my car. He said ‘but I gave you a print out yesterday.’ I said ‘I would like another.’ He said, ‘but I gave you one yesterday’. I said ‘I would like another.’ He said ‘but it will just be the ***e as the one yesterday’. I said ‘I would still like another.’ He printed it out. I then asked if ******* was there and he said he was not sure but thought he had stepped out but I could wait. So I waited.

I saw through the shop window that ‘the guy’ who had been lying to me so many times was approached by ***. This was the guy who offered on 9/13 to return the money (then 3,500) but said my car would be ready by 9/16 because they just had 1 hour of work on my car. So, I asked him that since the lights were and it appeared no work was done could I get a refund. He said ‘no’ because he did not know whether or not the lights were on or if this was a new problem. I said it seems unlikely it is a new problem that occurred less than 24 hours, you assured me the car was fixed. To which he said he never said that but said that ‘I told you I was pretty sure the problem was fixed but that I could not guarantee it was fixed’. I reminded him my friend was with me at pick up. He then said that ‘I cannot give you any money back because I do not know if this is the ***e issue or not.’ I said that even if it was not the ***e issue could it be due to them not putting the engine or ball-bearing in correctly since the car was with them the entire time except for less than 24 hours. He said he would need to confirm the lights were on so I offered to go turn car on but he said he was ‘too busy’ and I would need to make an appointment sometime the next week. I asked if I got someone else to check the car and there was a problem would he fix it for free and he said he could not say because the problem might not be related to his repairs and he stood by his repairs. I then reminded him he JUST claimed he told me the repairs were not guaranteed to be fixed. He denied he said they were not guaranteed and stood by his repairs. I asked again if I took it elsewhere and brought there report and he said only if they were exactly the repairs he made.

It was then that I realized I still did not know his name. I would like to refer to my original post where I say I got a call from the Manager who identified himself as ******* on evening of 9/13 and was calling from a private number. As noted in that post he was unsure and asked if I had been in earlier that day. Well…guess who ******* the manager is? Yep, this guy. I said I was not aware that he was ******* and he said ‘yes, I am ******* and then gave me his card’. So this is where I am. A refusal to acknowledge my car is not fixed and that the lights are on and even if this is the case it has to be a completely unrelated incident.

What are my options? I have gone to this particular Midas since late 1990s but I am willing to go to a different Midas to have my car reassessed and repaired. I would prefer not to be charged for this, especially if the issues are what I brought it in for. It is hard to believe that it is not that or that it is not related to something they overlooked in making the repairs or did not repair correctly. I need a response in writing as this guy, sorry as the manager ******* has changed his story and denied answers over and over again. I would also like him to justify not having the parts per his reply to BBB on 9/15 but having this complicated job (quoted in front of witnesses to take 20 hours) done within 1 day…less than 20 hours. They charge 141/hour for labor as posted on their wall and I would like a justification of this and a refund of any fees which I am willing to have transferred to the *********** Midas or any other Midas within 10 miles of my house for completing repairs on my car.

Thank you so much for you help with this matter. I know my ‘tone’ may not be professional but it is so stressful to have to deal with this. I now have $0 to spend on my car and if Midas cannot help me resolve them then I will not be able to do so. Perhaps you can also get them to say whether or not driving with any of the issues they identified and did not fix would result in catastrophic events in case I continue to drive the car. The lights were then only indicator of a problem with my car prior to taking it in but I my friends are telling me it is dangerous to drive the car if the timing chain is not functioning and that it could stall at any time (again it has not done this).

I am sorry this is so long but I’m really stressed out and I have no idea what I can do given this manager has not been honest. I feel like this is my last hope of getting any resolution. I am sickened by this and just been crying constantly and fixated on this when I should be focused on getting insurance to pay for my son’s vision therapist and applying for the grant to get my son new prosthetics but I’m instead spending hours letting this control my every thought because it is so unfair he keeps changing his story over and over and then after all this my car is still not fixed. IF he denies all of the above which I assume he will and that he will find some reason for not having the parts on 9/15 per his BBB response yet having my car completed 9/16 despite it being a very large and complicated job billed as 2800 in labor. What are my options? I feel that I cannot 100% cannot let this guy near my car again but again I am willing to take it to a different Midas location, OF MIDAS the corporate offices choice and not of *******’s choice.

Thank you,

***** ******

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

Business Response
Date: 09/22/2022
Unfortunately, with the way Ms. ****** yells and screams and hangs up then calls back and yells and screams some more it makes it nearly impossible to resolve her issue. Relying on writing books to the BBB doesn't accomplish much. We have asked her to return to a shop for us to scan her vehicle to let her know what the current issues are, but she doesn't even let us get that point across and demands a refund. She's been a great customer over the years, and we want to work with her in the worst possible way, but she's not at all cooperating and our hands are tied. Her vehicle was in very bad shape when it came in - her timing chain was audibly rattling around and was off track. We made that repair, and she may have additional issues and we're trying to diagnose it for her at no charge, but she won't allow us that opportunity. The work we performed was properly done but the timing chain issue can cause additional issues, especially on a 13-year-old vehicle and we're happy to get to the bottom of that for her, but we'll need her cooperation.
Communicating this way is not productive. If she would like assistance she may contact **** *******, whom she is referring to in her last message, and he'll be happy to assist. However, Ms. ****** must understand he is trying to help her and not simply yell and scream at him and assert that we are all liars.
Customer Answer
Date: 09/22/2022

Complaint: ********

I am rejecting this response because: This business has lied to me over and over again. I need to write books per ***** ******* because I need to document everything. I believe what they are doing is now termed gaslighting. He did in fact get his point across. I believe this is the best way to communicate and I CANNOT be on a phone call with anyone at this point because I need to have documentation of what was said. I write to BBB immediately after every interaction.
1. ***** ******* insists he spoke with me previous and has never done so. The only people I spoke with who may have been him based on what he is now saying is the phone call I recieved on 9/13 in the PM. That number came in from a private blocked number and the current calls from the man identifying himself as ***** ******* district manage come in from a business. I am not convinced this is even the ***e man. As you can read in my intial reports this person identified himself as ******* and I later learned ******* was the person who changed his story and reasons multiple times.
2. I heard *****'s suggestion clearly to bring my car in for diagnosis. He was very clear I could not take it to a different Midas. ***** made clear he had no intentions whatsoever to repair anything on my car at a reduced cost even if it was exactly the problem I brought in for. He did not have any reassurance that the people who lied to me over and over again in the process could be trusted. I can go to ******** for free according to friends to find this out. But why would I trust these people with my car. Interestingly as per one of my books (again attempts to document what is being said to me) I did take my car when the lights came back on and as told they could not look at the car.
3. Yes. I am very disappointed with this experience and as since late 1990s I have come to this Midas and never had any problems.
4. ***** ******* is also untrustworthy to me as per the report I made after my call. In that report you will see I mention that this has been emotionally demeaning and difficult do to all the lies and that I yelled and hung up because I was not being listened to and was being told more lies.
5. Neither ***** nor anyone from Midas is answering to the fact they BBB was told my parts were in. In fact on the phone call as you will see in the 'book' I wrote following the conversation which is my only way to attempt to document interactions with a company that tells lies after lies after lies to me and then denies them. ***** insisted to be reading from the response and states multiple times he is reading the words that 'the parts for the car ahead of hers did not come in' and that was the source of the delays. Clearly this is not correct.
6. Please have them respond in writing or I am willing to have a call with a BBB representive to discuss why they either lied to BBB about my parts not being in as of 9/15 or discuss repaying me for labor costs given the parts were not there (if they admit their response to BBB was the truth and my parts were not there on 9/15). I got a call to pick up my car at 2:07pm on 9/16. This is 7 hours after they open on 9/16 the day after they say to BBB that the parts are not there. At 141 per hour they therefore over billed me by 13 hours which is equal to 1,833 dollars.
7. This is the first I have heard about the condition my car was in when brought in to the shop.

Sincerely,

***** ******
Initial Complaint
Date:09/07/2022
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 took my car to Midas on ******* *** ********** ** ***** for service on my exhaust. I paid $1743 for the work and now the car is running worse. The did an unprofessional job using the wrong parts for the car.
Business Response
Date: 09/14/2022
Ms. ******* is going to give our district manager a call to set up a time to have the work inspected at a different Midas shop. The hole she is referring to is the weep hole in the muffler which allows water to drain to prevent rust - they are purposely manufactured with this. The parts used are all specific to this vehicle and the pieces were welded together. Yes, muffler cement was used as an added step to ensure optimum performance. Regardless, we will review the work with her but will not be providing any refund, sight unseen as she has requested.
Customer Answer
Date: 09/15/2022

Complaint: ********

I am rejecting this response because:
Yes we are meeting to inspect the work completed on my car so without the inspection we do not know if the work completed on my car was done correctly. We do not know if the parts are welded together correctly or at all. The muffler used was an aftermarket part and I was charged over $300 for it. There were better options for my Cadillac SRX. Also my car is making more noise now than when I dropped it off and that needs to be addressed. When I took the car back to the ******** location, the manager told me the noise was okay because of the hole in the muffler and I shouldn’t worry about it. That’s unacceptable. You should not pay $1743 for exhaust work only to be told it’s okay if the car is loud.
Sincerely,

***** *******
Business Response
Date: 09/15/2022
There is nothing to respond to here. We will reinspect and discuss any potential options with Ms. ******* at that time.
Customer Answer
Date: 09/16/2022

Complaint: ********

I am rejecting this response because: I agree. We will know more after the inspection. Hopefully we can resolve at that time.

Sincerely,

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

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