ComplaintsforMidas Auto Service Experts

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 18th, 2023, I had my mother-in-law take my vehicle to Midas on ******************************* in ********** ******* to have them do an oil change that was scheduled. During the process, the mechanic working on the car became reportedly rude with my mother-in-law and scolding her for not coming in sooner for the oil change. She explained several times to the mechanic that it was "not" her car, and that I hardly drive it myself due to my work schedule, so the decision was made by me to pay for it and her bring it in. After the oil change, the mechanic neglected to put the sticker on my windshield showing when it was to be serviced again. Fast-forward almost 2 weeks, and my car noticeably was having major issues, starting with white smoke coming out of the exhaust, and then rapidly showing signs of possible engine trouble, with the engine light now blinking. Running codes, it was determined that I had bad spark plugs, however this was not remedied due to suspicion that it could have been caused by oil pressure. After having several mechanics "look at the car" without having them fix it, they have determined that my motor may have been ruined, and it appears that Midas forgot to drain the old oil out of my car before performing the oil change. This was determined by looking at the dipstick, and showing it was way too high, and the oil was still dark, showing they possibly put newer oil on top of old oil, and causing it to ruin my engine in the process. What was originally a new car just needing a $50 oil change, has now possibly turned into a new car, needing a new motor and other things, and none of these issues started until Midas performed an oil change. When calling them, they claimed "They had their best mechanic work on the car, so it would be impossible they would be responsible, but to 'bring it in' anyways so they could look at it." I weighed options and called their customer ********************** to complain, and am now contacting the BBB for further guidance.

  Business response

  09/28/2023

  I am not sure how this complaint got filed under Midas ********** instead of Midas ********** East as we pay for BBB for all 6 of our locations individually.

  ******************** had previously filed a complaint with Midas corporate. Those complaints are pushed down directly to me as a franchisee. My district manager for the area, *********************, called ******************** multiple times and no calls have ever been returned. I have no idea the validity of any of the issues claimed here. Even ******************** stated we offered for him to bring the vehicle back so we could inspect any of his concerns. The vehicle, ********************, or the mother-in-law have made no other contact with us. We have not been provided any information, pictures, or diagnostics regarding any of the claims written here. And now, 6 weeks after the oil change, there have been "several mechanics looking at the car" doing who knows what. I'm not sure what ******************** desires, but it is impossible for us to fix the vehicle with emails. We need to see the vehicle and we need documentation from these "several mechanics" to substantiate any claim.

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  In response, the individual I called at Midas informed me again, "I had my best mechanic do that oil change, so I know whatever is going on with your car is not on us." When explaining what a mechanic summarized after looking at the car, he questioned how anyone could find out anything was wrong with the car without taking it apart. The way several people have explained it to me now that had a look at it, informed me that the dipstick showed "too much oil" was inside the engine and it was still black, leading them to believe it was never drained, and thus has now caused the oil to be over pressure. The only things that have been done to the car since the oil change is it has had codes ran, and the dipstick has been checked to see how much oil is in the engine, and I can also confirm myself when looking at it, it is discolored and extremely high. No one has worked on the car, other than literally looking at what they can tell from just the obvious signs. White smoke did not emit from my exhaust prior to the oil change, codes being ran have shown several things are wrong, and the main thing everyone is saying and from what I can tell, is the oil change was not properly done, as there is no reason oil should be discolored and "dark" after it is changed.

   

  Yes, while they asked for me to bring it in, the initial customer ********************** provided in the same phone conversation before was an attitude of "we will not be held responsible," and in fact the individual on the phone saying, "I know we couldn't have done it. My best mechanic worked on your car." It then proceeded to him saying, "wait...if you had anyone work on your car, we definitely cannot take responsibility because it's already been worked on by someone else." No one has worked on the car, and the only thing I have gotten from anyone who only looked at it, is their professional thoughts on the issue. These individuals who have looked at the car, came to my residence on their off time to inspect any surface level issues without even having to turn one s**** or bolt, as it was obvious immediately where the issues lied.

   These responses on the phone prompted me to seek further assistance on what to do before returning the vehicle for fear of them denying any responsibility if towed to their location. His ending comments were, "well if you can have it brought in to us, we can look at it, but I can't promise we will fix anything." That would be fine if every attempt to deny responsibility before hand didn't lead me to believe they would receive the vehicle and do nothing about it, or him explaining, "his best mechanic" did work so he "knows its not" on them. Their "best mechanic" forgot to put a sticker on my windshield providing a time when another oil change would be needed, something I have had done with any oil change I've received from any shop for over 16 years.

  As far as reaching out and contacting me via phone, no one has left a single voicemail and I have had only other area code phone numbers call my phone that are not my 812 area code. If they have attempted to reach out, no one has left a voicemail, emailed me, etc. Not sure if they have an email on file or not. If they are agreeing to look at the vehicle without complications and can request what kind of pictures/videos they need, then this can be provided. I am also curious if there is video footage of them doing my oil change and how rude the individual doing the oil change was to my mother in law. The entire customer ********************** experience was sour, however I would not speak on it if deniability was not included with a new vehicle possibly being ruined before it could age properly. I have been warned that this is not the first time someone has seen this issue, and the last time they did see it, that vehicle never drove the same way again, and this highly upsets me.

  
  Regards,
  
  *********************************

  
  

  Business response

  10/04/2023

  ******************** returned our calls/messages today 10/4/2023. He spoke with *****, our district manager for the area. They are working together to find a solution and have scheduled the car back in for inspection. I consider this issue closed at this point.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Midas replaced an EVAP sensor in my vehicle's gas tank on 30Sept2022.I had the same error code come up on 15Sept2023.I took my vehicle into Midas for the check engine light involving the gas tank.They charged me $400+ and said they found wires that were eaten by a mouse. The same wires they worked on last year. The vehicle is used every day, we don't have a mouse problem, it wasn't mice but sure the vehicle is fixed, whatever.When I got home the light came back on within a couple hours.22Sept2023 I called Midas and brought the vehicle back in the following wk. They charged me $256. It was the gas tank again but a different wire.When I got home the check engine light came back on.25Sept2023 I called Midas and brought the vehicle back in @ ****hrs EDT. The vehicle was there all day when I called in the afternoon to see if it was done they said they didn't look at it. No one even got the code from the vehicle's CPU.

  Business response

  09/29/2023

  Attached are pictures from the customer visit on 9/15 and 9/22. We were unable to confirm issues with vehicle on 9/25 as our availability and the customers availability did not corelate and we did not communicate that well. But clearly there is a rodent of some kind that is enjoying a midnight snack on the vehicles wiring. We are happy to continue looking into issues, whether they were caused by us or something else. I attempted to contact customer today (9/29 at ******* and there was no answer and no voicemail available.

  Thanks,

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

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

  Customer response

  10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  That damage was not made by a mouse. 

  There would have been chew marks on the black plastic wire covers, the electrical tape that was originally on the wires has been pulled off and was not replaced (not chewed).

  There would have been mouse droppings as well.

  They worked on my truck twice, why didn't they fix those wires the first time??

  If Midas will work on my truck, I assume that they will want me to pay them again for the same job?

  If Midas will fix this issue and not require a third payment, can I take my truck to a different Midas?

  
  Regards,
  
  ***************************

  
  

  Business response

  10/02/2023

  I don't have the ability to answer whether or not there would be a charge to repair, but anything we have repaired prior would be covered under warranty. If the other wires were broken at the first visit the check engine light would have never been off and the gas gauge would not have been working. We can do any further work at our ********** location if you desire. Please just advise on what works best for you. I tried to call the other day, but no voicemail was available. You are welcome to call, text, or email.

  Thanks,

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

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

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

  Customer response

  10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The check engine light will turn off if you disconnect/reconnect the battery.  The check engine light for this issue will not turn back until you attempt to remotely start the vehicle. 

  Stating that more items were broken after I took my truck to Midas isn't a good thing.

  Midas worked on those wires in the pictures that you provided.

  The wires were not fixed the first time for $444. 

  The same wires were not fixed the second time for $256. 

  Now you are trying to tell me to bring my truck back in so you can charge me a third time?

  If you cannot guarantee that the wires will be fixed without further cost, I would like the labor costs for the last two visits refunded.

   

  
  Regards,
  
  ***************************

  
  

  Business response

  10/02/2023

  Hey *******,

  I understand you are frustrated and I am very sorry about that, but I have no ability to know what is actually wrong until we see the vehicle. My goal, as well as yours, is for there to be no cost involved. I just can't make promises based on thin air and frustrated emails. Please let me know when you are available so can dig in and figure out what is wrong.

  Thanks,

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

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

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  An agreement was already made; When I was handed a receipt for services, when I was told this issue was fixed, and I made payment.  To me and probably everyone else that brings their vehicle in to have it fixed, that's a promise.  You're not promising something to give me something in the future, the promise was already made.

  This isn't being fixed at no cost, I've already paid hundreds of dollars.

  With that said, I need this truck fixed and I can see that it will be easier to get it fixed compared to trying to get my money back. 

  If there is no issue regarding scheduling at Midas, I will drop off my truck at the Midas ********** location tomorrow afternoon prior to closing.

  
  Regards,
  
  ***************************

  
  

  Business response

  10/04/2023

  Thanks. See you tomorrow.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding the Midas at **** **********  ************, ** 46220.      On April 8, 2023, Midas serviced my car to repair all oil leaks, at a cost of $2,392.31 which included a water pump. A few months later in June, my granddaughter used my car and when she drove off I noticed new oil on my garage floor and thought this can't be new oil. I have no idea when it started leaking again because the area is covered by my car. I made an appointment with Midas to check for oil leaks and they found another leak and said it had nothing to do with their repairs. When they fixed the leaks in April, the reason was to fix all leaks, which obviously didn't happen. Because I brought the car back in August, they said it had nothing to do with the repairs they did in April, which isn't true. All oil leaks were not fixed so they missed one. I brought the car back twice to be checked and they want to charge me an additional $450.00 to fix the oil leak. Their reasoning was since it's been four months, it has to be a new leak; however, it started leaking way before four months. I may not have ever noticed it if I wasn't in the garage when my granddaughter drove off.My car is leaking oil as if nothing was ever done. It doesn't make sense to me that they are trying to charge me more money to fix it. I'm a senior citizen and they are trying to take advantage of me. I've tried to be respectful to the staff at Midas, but their reasoning is way off and it doesn't make sense. I had to open a Midas charge card to pay for this service. I need this complaint to go to Midas Corporate Headquarters for a resolution.Thank you *************************

  Business response

  11/20/2023

  I am unaware of any more recent visits than August, when we noted oil leaking from the air conditioning compressor. Not the engine oil leaks that we repaired in April. We will happily look at the vehicle again to make sure. I am at this location regularly and would do the inspection for free. Please just give me a call during store hours. ************

  Customer response

  11/21/2023

  Attached is one of the bills from Midas. I went there twice to see if they would fix the leak they missed. Since then I have bought 6 quarts of oil and have to put it in myself.  Im looking at pain and suffering over this situation.  Because of their greed in trying to get more money out of me, I want a financial settlement. I dont have faith in them to correct the leaks.  Because I didnt notice the leak until my granddaughter pulled out of my garage, they think the leaks were fixed, but they missed something major.  My car has never leaked like it does now.     Thank you

  Customer response

  01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I do not accept the response because I brought the car back twice for Midas to review and both managers were going to charge me an additional $400-600.00 to repair the oil leak.  There is no way in the world they completed the agreement of fixing all leaks and soon thereafter, my car is leaking more oil than it was before I brought it to them to be fixed.  Their excuse was a few months had passed and it had nothing to do with their work.  I have to buy oil and put it in my car constantly.  I should not be charged a dime to fix what already should be fixed.  I trusted them and they did not fix all leaks as stated on the attached bill. ]
  
  Regards,
  
  *************************
  

  Business response

  01/10/2024

  We contacted the customer directly. We are working directly with the customer to solve this problem. Her car is in the shop today 1/10/24 for inspection and repair.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I sent my truck to this shop over an overheating issue. We put the code reader on it and told them exactly what it was reading. So they had my truck for over 2 weeks. Stating they had to change the cylinder head temperature sensor and gasket seal and exhaust manifold and also a tune up. So, I get the truck back after 2 weeks..within a day it's broke back down. They had to tow it to the shop. Then claiming one of the spark plug cylinder heads went bad. Well they give it back to me again. In this time the manager told me one thing about them fixing it, because it was something they were supposed to fix. Then **** calls me and tells me it'll be xx$$. And I'm like no, **** said y'all were fixing it because my truck didn't have the issue before. So he cusses and yells at me on the phone. Well then 5 minutes later I get another call that my trucks ready? Hmmm. Awful fast. So I go get my truck. Drive it home. Go drive about 10 min for my truck to overheat again. And of course the same light to come on on the dash that was there the first time, when I originally sent in my truck. So needless to say I'm out $2000. And my truck is just sitting in my driveway until I can get it fixed. They spliced all of my wires to my fuses going into the boot. There's tape everywhere. At the end of the day, it's probably going to be cheaper to replace my truck then fix everything they messed up. So recently **** messages me, and I respond with unless he can guarantee he'll be the only one to touch my truck, I'm not bringing it back, because I feel like **** intentionally did something to my truck. So I call him because he won't respond. And instead of talking to me he tells me that if I'm going to accuse his mechanics of anything then he doesn't want me as a customer. Well I wouldn't want a customer I completely screwed over either. And as well with him on speakerphone for others to hear he beings cussing at me. They are NOT providing customer ********************** or good work.

  Business response

  12/15/2022

  We are working on a solution with the customer. She is scheduled back in on the 17th to repair any issues.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 18, 2022 I took my car to the Midas shop at *****************. to have a check engine light checked out. I was told by the store manager that the $99.99 diagnostic fee would be waived if I had the repairs done there. The water pump needed replacement so I authorized the work to be done there. The work was completed and I opened a Midas account to pay the $1,200 charge, expecting the $99.99 diagnostic fee to be deducted. When I returned home to look at the invoice in more detail, I discovered the fee had not been waived, as promised. The next day I went back to the store to discuss with the "manager" the situation. He spoke with the "actual manager" about the promised waiver and the store manager offered a credit for future services. I said that was not what I had been promised, and I would like the fee waived instead. The manager said that they didn't do that, and that he had given me a $50 manager's discount. A $50 discount on a $1,200 repair bill. (4%) I repeated that I wanted the fee waived. He asked me "why I was not trying to help his business" ? (I then realized it was a franchise store). He further said that "they didn't waive that fee at his store" . I asked him to bring the assistant manager, (who had told me the day before the fee would be waived), out to verify that he had told me exactly that. The manager said no. He was not going to do that. I called him a "damn *****" and asked who his supervisor or his direct superior was, knowing he had one, and he said call ***** MIDAS. I said he was a "cheat" and walked out. I have since been advised by Midas customer relations that the manager told them the "$50 manager's discount was enough and the $99.99 diagnostic fee would not be waived". Midas subsequently closed the file without anyone at Midas ever talking with me personally. I have called Midas customer relations FIVE (5) separate times and NO representative has even had the common courtesy to return my calls. The Midas complaint # is *******

  Business response

  11/30/2022

  A note from our store manager at the Keystone location after ************** original complaint was filed with Midas:
  
  Mr. *** was here on 8/18 for a diagnostics on engine overheating,  We found the timing chain driven water pump leaking coolant. Estimate was provided to customer for $1,400 he was not happy with the amount, **** did his best, adjusted the price to fit the customers needs. Customer was happy and pleased when left.  8/19 Mr. *** returned and asked **** why he was charged the 99 diagnostic fee when **** had previously told him we could possibly discount ******** fee with repair of the vehicle. **** came to get myself *********  **** told me he had discounted this ticket a few hundred dollars already and the guy was ok with that. I went up Front to talk to the customer about it,  I couldnt really even speak to him.  He just got louder and louder and started cussing at us calling us crooks.  He looked at the people in the waiting room and informed them they should not trust us, He then went on to tell us he wished death on us and our families.  At this point given Mr. *** escalation,  I refused a refund or further discussion on the matter and instructed him to leave the property.  He pulled back up to the front of the door stopping a incoming customer warning them about us crooks. Yelled I hope you all die,  Then drove off.
  
  
  As you can see by the invoice attached, Mr. *** paid $1167.94 instead of the originally quoted $1400. We gave Mr. *** well over $200 off to fit within his budget. Some with price reduction, some with a coupon. We already attempted to explain this situation to Mr. *** and he exploded with anger, threats and vulgarity in our lobby and beyond. As said many times previously, no contact will be made with Mr. *** due to his own actions. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2009 CC ********** and on October 17, 2022 I took my vehicle to Midas to have a thermostat housing and thermostat installed. I brought my own antifreeze to make sure that the correct antifreeze is used. As I waited in the shop for them to finish the work the worker ****** said I could put my antifreeze in the car myself. So while I was putting the antifreeze in the car I asked both ****** and the mechanic where are my old parts, but they claimed they disposed of the old parts. So after leaving the shop I noticed that my heat wasn't working. So later on I did some research and discovered that the mechanic should have burped (bleed) the coolant system to get the air out of it if not it could prevent the heat from working. I took it back to Midas the next day and I spoke to ***** (the manager) and he turned the heat all the way to the highest setting and said the heat is working fine but I tried to explain to him that the heat was going in and out. Then I mentioned that the mechanic didn't burp or bleed the coolant system. He said sometime it will bleed itself. I found out later that was not true. So when I got over to my daughter's house the heat was not working and I noticed that my car was leaking a lot of antifreeze in the same area as before. So I decided not to pay $388.17 (via easypay) for work that was not performed on my vehicle because I had the same problem I had when I took it in to them. I refused to take it back to Midas because I don't trust them with my vehicle. I want my $22.46 back from them that I paid for antifreeze that leaked out of my vehicle. Thanks

  Business response

  10/24/2022

  We don't have a customer by this name, nor the names of the people the customer talked to at this, or any other of our locations. Based on the customers address I would assume they went to a store on the north side of ************. We don't own any of the north side stores. Please direct to the correct location.

  Business response

  10/25/2022

  This complaint is not for any Midas stores I own.

  This complaint belongs to the **********, ** Midas.

  Please remove from my record.

   

  Thanks

   

  Business response

  10/28/2022

  I spoke with the customer about these issues. We replaced a thermostat housing and thermostat per the customers request. No diagnostics were performed by Midas. Customer provided their own coolant. ******** returned the next day claiming no heat. We found the heat working properly at that time. Customer claims coolant is leaking and no heat currently. Both myself and the store manager have offered to inspect the vehicle to determine if we caused an issue, the part failed, or if the other shop diagnosed improperly. Customer refuses to bring vehicle back to our store or any other. Customer has refused to pay for work previously performed. Customer is requesting a refund for coolant she purchased. I explained many times that if we were at fault, we would handle any warranty or refund issues at that time. However, the repair had to actually be paid for first. The customer declined and desires no further contact.

*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. ↩