ComplaintsforMidway Automotive & Muffler

• Initial Complaint

  02/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 01/10/2023 I brought my *** X5 to Midway automotive because my car was saying battery discharge and would start intermittently, Midway muffler stated this issue was occurring because I needed a new alternator. I paid them $1,284.07 to have the alternator placed and I picked up my car when the work was done. My car ran fine for three days and then said battery discharge again and would not start, I then had my car towed back to midway muffler and they stated I needed a new battery so I paid $426.81 for the work and battery. When I went to pick up my car it wouldnt start at all so I left my car there and midway proceeded to run test. They stated my car drained the battery they placed so I had to bring my own battery for them to place in and they returned the battery that they placed on my car. Midway reimbursed me $325 for the battery that they returned to make up for the battery that I had to provide.After all of their inspections were done they stated they can not fix the car so I ended up having to take it to *** and pay them for a new diagnostic and they stated the battery was not programmed properly so I paid *** for another battery placement along with proper programming of the battery. I am requesting my money back from Midway for the Alternator because that was never the cause of the problem, my cars issue stemmed from the battery. From my point of view I brought my car in with the battery discharge light on, they said an alternator will fix that and it didnt which is why I am requesting a refund.

  

  Business response

  02/23/2023

  The owner of Midway Automotive and Muffler received a call from the vehicle owners father asking how much to install an alternator for his daughters 2015 *** X5. She had it at another shop and was told that her alternator needed to be replaced.
  

  The owners father was told that we needed the vehicle identification number to give him an accurate estimate. He called back with the ****** and was given an estimate.
  

  We called the *** dealer and were told it would take 2 days to get the alternator. We told the owner of the ***. She called back and asked us to order the alternator and made an appointment for us to install it for her.We did not diagnose the vehicle or recommend an alternator.
  

  The owners boyfriend brought the *** in and asked us to install the alternator. When we tried to drive the vehicle into the shop it would not start and had to be jump started.
  

  After getting the vehicle in the shop the boyfriend asked us to verify that the alternator was not charging. Our tech tested the alternator and found it charging at ***** volts. (A properly working alternator should turn out **** to **** volts depending on the electrical needs of the vehicle at the time.) We gave the boyfriend the printout of the charging test.
  

  We installed the new alternator at the owners request and tested it; the output was **** volts. We gave the new test results printout to her boyfriend. We also recommended that she get a new battery from *** and have it programmed at the dealer because the battery on the vehicle would not accept the battery relearn program. (Newly installed *** batteries must be programmed to the vehicle.)
  

  On 1/26/2023 the vehicle was towed back to Midway Automotive and Muffler with a dead battery. We ordered and installed the correct battery and inspected the charging system. The tech found the alternator to be charging at **** volts.
  

  The vehicle sat overnight and started the next morning with no problems. 4 hours later the owner came to pick up the vehicle and it would not start. The new battery was dead. The alternator charging and the battery going dead is usually a sign of a draw on the electrical system. It was at this time that she told us that she had replaced the battery 4 times previously.
  

  Our tech tested the system for a draw at no charge to the customer and found a large draw on the battery. The battery was steadily losing voltage over time as noted on invoice #*****.
  

  Our tech attempted to locate the source of the draw and could not. He was advised by our technical support team to have the customer take the vehicle to *** for programing with the dealer scan tool and to perform the technical service bulletin issued by *** to address this issue. A copy of the ***************** Bulletin was given to the *** owner.
  

  Due to software licensing limitations, we are unable to acquire the software required to diagnose the vehicle for a draw on the battery. We advised the customer to take the vehicle to the *** dealer for T.S.B. and programing.
  

  Also, the customer was able to get her battery replaced under warranty from the auto parts store. As a good faith gesture we removed the battery that we installed on 1/26/2023 and installed the new battery that she supplied at no charge so she could take it to *** to have it programmed. We also refunded $325.00 for the previous battery and installation to the customer on 1/30/2023.

  Customer response

  02/27/2023

   
  Complaint: 19424517
  
  I am rejecting this response because: I was not told from any previous shop that I needed an alternator so that is a complete false statement. I didnt know what my vehicle needed to be fixed. Also I explained my entire situation to ***** over the phone before I brought my vehicle in, I explained I have had my battery replaced multiple times and that I wanted to make sure they had the proper equipment to diagnose my vehicle I even mentioned to ***** that I wanted them to make sure its not the wiring or something else that could be causing the battery discharge light to keep coming on, I also made it very clear that my father was not absolutely sure I needed an alternator he said it may be an alternator but that we are not %100 sure of anything so I wanted Midway muffler to make absolute sure it was the alternator that was causing the problem. Midway muffler assured me that it was the alternator that was causing the issue but after having it placed it did not fix the issue on my vehicle.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/27/2023

  Midway Automotive and Muffler was asked to replace the alternator on a 2015 X5 *** by the owner.  She did not ask us to diagnose the vehicle. So, we did not diagnose or recommend an alternator.  After we informed the owner of the cost and arrival time of the alternator she called back and made an appointment to have it installed.
  

  We ordered the alternator on 1/6/2023, 4 days before the car arrived in our shop, and received it on 1/9/2023. The part was ordered without us looking at the vehicle at the owners request. The vehicle had never been to our shop, thats why we needed the *** to order the part. We dont need a *** to book an appointment for an electrical system diagnosis.
  

  As stated in our first response, the vehicle would not start when it arrived and had to be jump started to get it into the shop.
  

  As a courtesy we did a charging system check at no charge and found the alternator charging at ***** volts. We gave the printout of the test to her boyfriend. After installing the alternator, the test showed the alternator charging at ****.
  

  The invoice from *** showing the date is attached.
  

  Our policy is to not order parts without a diagnosis from one of our techs. We ordered the alternator at the owners request.

  Customer response

  03/01/2023

   
  Complaint: 19424517
  
  I am rejecting this response because:
  I did request a diagnostic to confirm an alternator was the cause of the issue. Midway stated that was my problem. Once the alternator did not work midway stated my battery was drained from the previous bad alternator so they placed a new battery in which did not solve the problem either. 
  Sincerely,
  
  ***********************

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called mid-way automotive to find out how much a new performance clutch would cost to be installed on my 2015 mustang gt. I was quoted for $1100.00 . So I brought the car in on 9/29/2022. I told them I would like a performance clutch installed and they said it would be no problem. Later that day ***** ( desk manager) called me and informed me that they were going to Install a OEM Performance clutch but the price would be 1600$. And possibly more depending on the flywheel and if it needed to be resurfaced or not. And told me that he would call me back to let me know.So I said that's fine . I never received a call back until the next day when he told me that it was done and to come pick it up. I going to pick it up and when I leave immediately notice a difference in the cars driving. It was making a loud fluttering sound. And was losing power. So I immediately brought it back and said what the car was doing .So he (Pat the owner)had one of his employees ride with me so I could show him what I was talking about. He heard the same thing I did and put it back on their lift, looked at it and brought it back out and told me that there's nothing they can do because they didn't cause the damage to my exhaust system. (Which was a lie).and if I wanted it fixed I would have to make another appointment to bring it back in. This was on a Thursday and told me to come back the following Tuesday. So I told him no I didn't want it drive it around to cause any more damage than they already had done and he completely denied any responsibility for the damage they caused. And told me to not come back . So I was looking at the car and found where they tried to spot weld the damage to try to cover up the mistake. Their mistake has caused my car to misfire and still isn't ok to drive . Very unhappy and stuck with these problems. It will cost 1600$ to correct the damage they caused. They completely deny responsibility and I don't know what to do

  

  Business response

  12/01/2022

  Vehicle was towed in would not move due to slave cylinder and clutch failure, gave customer multiple options for clutch replacement parts, customer was aware all performance clutches available were on back order and at least 3 weeks out, **** clutch parts were 2 weeks out.  Customer was aware and he opted to go with aftermarket clutch that was available. Original quote given was on phone and was using customer parts, as far as fluttering noise complaint vehicle arrived with no mufflers, tail pipes or hangers. Exhaust was cut after converters upon arrival and hanging, header holding system in place. Driver side pipe making contact with ground upon arrival. Customer returned, showed customer while vehicle on lift all exhaust damage was upon arrival, and showed customer left rear tire showing cords and tire material coating fender ***** from burnouts, customer returned a second time demanding to have old failed clutch put back in car at which time he was shown old parts and condition of said parts. as good faith gesture refunded customer $500.00 cash and consider this matter closed.

  Customer response

  12/02/2022

   
  Complaint: 18394585
  
  I am rejecting this response because: Everything he said is a ************* lie to avoid responsibility. 
  Sincerely,
  
  *****************************

  

  Business response

  12/03/2022

  Im sure if you look at his car, you will be able to tell for yourself. We had no reason to touch or remove the exhaust because it was not on the car. We performed the work correctly, the car drives and shifts perfectly. 

  Customer response

  12/05/2022

   
  Complaint: 18394585
  
  I am rejecting this response because: that's a lie because you have to remove the exhaust and the transmission to change the clutch on my vehicle 2015 mustang GT you can look it up anywhere and it will tell you
  
  Sincerely,
  
  *****************************

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