ComplaintsforMidas Auto Service Experts-Elmhurst

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday September 25, 2023 I had ******* dollars worth of car repairs done on my car. On Thursday September 28,2023 My car stopped on the interstate 55 of the same lights that I had just paid to get repaired. Had to have car towed back to Midas. I'm requesting a refund for the repairs because it didn't resolve the problem.

  

  Business response

  10/09/2023

  The initial complaint customer walked in with was properly addressed and her car was fixed and she was able to drove her car from our shop, with no problems (she originally came with)

  After few days, she called our store and told us that her car is over heating again, we asked her not to drive the car anymore and possible can tow her car to our store so we can see what is the issue, but she kept driving the car and that might possibly created another problem after overheating the engine. We are trying to work with her to resolve new problem with her car, but she wants her money back for the job we have done properly.

   

  We have been trying to resolve this issue with the customer since the day she started the complaint.
  On last Friday 10/06/2023 we were able to get hold of her and we explained to her the whole situation (refer to customer complaint database for details).
  We also tried to call her today many times to further discuss her concerns, but she is not picking up her phone and there is no voicemail setup on her phone, 
  We also sent her an email as follow up to our conversation today with her on Friday, we also offered her SANP/Midas Credit card financing option if she wants us to fix any additional problems with her car.
  
  
  Apparently we did everything in the correct way, and whatever she asked us to diagnose (coolant leak and overheating), we did find out the water pump leak and we fixed that problem and she left our shop with no water pump leak (we swap the water pump) and the car was not overheating.
  
  
  If something comes up after she leaves our shop then we are not responsible for it. Although we are willing to work with her and willing to fix her new problem(s).
  
  
  You can reach me at my cell ************ for any further questions and concerns.
  
  
  
  
  Regards
  
  
  
  
  *********************

  Customer response

  10/11/2023

   
  Complaint: 20703180
  
  I am rejecting this response because:
  The response is not an acceptable resolution to the problem. Furthermore, it's stated  with a lot of details that are not facts. The only reasonable, sensible,  resolution would be to refund the money. I'm not asking for pain and suffering.  The cost of towing. The Day of work missed.  Just a full refund. 

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

  

  Business response

  10/12/2023

  We have been trying to resolve this issue with the customer since the day she started the complaint.
  
  On last Friday 10/06/2023 we were able to get hold of her and we explained to her the whole situation (refer to customer complaint database for details).
  We also tried to call her today many times to further discuss her concerns, but she is not picking up her phone and there is no voicemail setup on her phone, 
  We also sent her an email (see below the draft of email sent to her) as follow up to our conversation today with her on Friday, we also offered her SANP/Midas Credit card financing option if she wants us to fix any additional problems with her car.
  
  
  Background
  The initial complaint (coolant leak and car overheats) customer walked in with was properly addressed and her car was fixed and she was able to drove her car from our shop, with no problems (she originally came with)
  After few days, she called our store and told us that her car is overheating again, we asked her not to drive the car anymore and if possible can tow her car to our store so we can see what is the issue, but she kept driving the car and that might possibly created another problem after overheating the engine. We are trying to work with her to resolve a new problem with her car, but she wants her money back for the job we have done properly.
  Apparently we did everything in the correct way, and whatever she asked us to diagnose (coolant leak and overheating), we did find out the water pump leak and we fixed that problem and she left our shop with no water pump leak (we swap the water pump) and the car was not overheating.
  
  
  If something comes up after she leaves our shop then we are not responsible for it. Although we are willing to work with her and willing to fix her new problem(s).
  
  
  You can reach me at my cell ************ for any further questions and concerns.
  
  
  
  
  Regards
  
  
  
  
  *********************
  
  

  Here is the copy of Email we sent to ****** since she is not responding to our phone calls and has no voice mail setup on her phone:

  
  Email sent to ******:
  
  
  
  
  Hi ******
  
  
  Hope all is well with you!
  I tried calling you many times, but you were not available and you had no voicemail set up.
  
  
  As per our conversation last week 10/06/23 
  You came to our shop Midas at  570 ************ in ******** **, with your 2012 ***************** on  9/25/23, your vehicle was overheating and the water pump had leaks. Midas did a pressure cooling test. diagnosed to replace the water pump leak. 
  
  
  The mechanic inspected again after the water pump was replaced and the vehicle had no more leaks and was not overheating. ( pressure test cooling system was done before doing a driving test) a few days later you called Midas stating that your coolant light came back on when the call was called and said to you don't drive it if the light is on. you said you would bring it in and drove 13 miles when your car stopped on the highway. The car was towed to Midas 570 ************ ******** on 9/28/23 car needs further repair. 
  
  
  As of 9/28/23, you have not complied with us and you have abandoned your vehicle and will be. 
  We are trying to contact you at ************ and can not leave a message as there was no voicemail set up. We are waiting for your approval to start new repairs on your vehicle and would like it if you could contact us at ************. We are here to help with *********** needs. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck in due to a broken brake line. After Midas repaired it, the manager ****** told me that 2 of the lines are really bad and to bring it back in.I brought the truck in and ***, tells me there is nothing wrong with the brake lines. BUT, now the anti lock brake pump is broke. *** ordered the part and said she will call me. Never did.I go to Midas at closing time and ask about the truck, *** is not there and the owner is. He apologizes and give me my truck.I bring the truck in to have the pump replaced on a Sat. I.dropped off at 8:30 AM by 330, I call and I am told they are "wrapping it up". I go there, ****** has me pay, then RIGHT AFTER I pay, I am told the truck will not be finished. I have to.call my wife to get the kids back in the car to pick me up.****** tells me that the owner, *********************, instructs the mechanics and managers to work on his friends and family cars first and that my truck was sitting there while ********************* does side jobs for friends and family.Now, Sunday, I call and I am told the truck is done, but they are bleeding the brakes. All day Sunday, they are bleeding the brakes. ****** tells me that the teuck will be done and he will call. I asked if they were staying late and he said yes. ****** never called back, Midas held my truck from me for 1 night and 1 day with out explanation or reasoning OR PERMISSION.I feel like they have been using my truck for business and kept it from me as they have no explanation as to why the truck was not done.Another note, the mechanic does not wear boots or shoes, the owner allows hime to wear open toed sandles so he is comfortable.

  

  Business response

  04/13/2023

  We apologized to ************ for the inconvenience for the extended time it took to obtain needed parts and repair the vehicle. we have resolved the complaint.the customer ******************* came in and was given a refund of $438.67. . was satisfied and will be back. I have attached a copy of the invoice and refund amount.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Midas is refusing to provide a refund of $635.80 for a faulty power steering pump that began leaking three days after it was furnished and installed by Midas. This was the second power steering pump Midas installed on our vehicle at this same Midas location in under a week. The first one broke on the way home from the Midas shop on the previous Friday. Friday November 26 Drop off vehicle at Midas for scheduled exhaust system repairs. Power steering pump began leaking fluid while car was being raised on a work lift. Exhaust work for $532.50 and Power Steering work for $635.80 were completed this day. On the drive home power steering problems developed. I called Midas when we got home and the manager said it was likely air in the lines that needed to bled off. He said if it didnt go away in a few days to bring the car back.Friday December 3 Return to Midas and Midas determines that it was a faulty power steering pump and replaces it again at no cost. Midas did not provide a work receipt of this date.Monday December 6On the way home from work steering began to become difficult again. Power steering fluid was leaking on driveway Tuesday December 7 Rather than give Midas a third chance we took the vehicle to the dealership where we purchased ii. We did a night time drop off at ************************** in ********** Wednesday December 8Haggerty inspected pump and said the power steering pump was faulty and leaking fluid. ******** service manager said PS pump is an after factory part that was marked by or identified to any known manufacturer. Pump was removed and replaced with a GM factory part for $1,023.28.

  

  Business response

  04/05/2022

   

   

  Good morning, hope you are also doing well and staying safe. The customer in question came to us in November and we replaced the power steering pump the same day, only for him to return weeks later once again with an issue with the power steering pump, it was warrantied out and replaced for him at no cost due to the part being defective the first time around. I did not hear anything from him until the beginning of last month when he came in and stated his problems. It had been over three months by that point, if he had communicated to us that there was still an issue we would have gladly inspected his vehicle at no cost and discover the problem. If the customer wishes for reimbursement he may bring the part to us and we'll reimburse him for those parts.  

  Customer response

  04/11/2022

   
  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.

  I will return the defective power steering part to the store in order to get a refund for the parts and labor. 

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

  Customer response

  05/31/2022

   
  This is a follow up to a previous "settled" BBB Case (Complaint ID: ********* I went to the Midas store with the faulty part and the the owner of the Midas branch is now refusing to refund the cost of the faulty repairs $635.80 for parts and labor. The store manager was on the phone with the owner and he is offering store credit only.

*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. ↩