ComplaintsforMidas

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sat Sept 10, 2022 I went to Midass for a diagnostic evaluation. I told them at 40 mph and faster I heard a humming noise, like from a sweeper, and that is the only time I heard it. They put it up on a lift and did a visual inspection. They said my muffler was broken on the inside.they did not take the muffler off or look inside itI sat at the window and watched them. They said they could replace it w a reg mufflerdid not have to be a ***** muffler. I said ok. The cost..436.34. Replaced on 9/14/2022. Drove home.exact noise still there.went backthey then went on a test drive w me. The technician said it was the wheel bags.I said..my muffler and my wheel brg went out at the same time..he said happens all the time. We got back to the shop and the manager said IT WAS NOT A WHEEL BRG said it was the mud flaphe had a 3 foot long crow bar trying to bend it back then said well we could take it off as it doesnt do much..I said ok take it off and put in my backseat. I drove home..EXACT NOISE STILL THERE!!!! I took it back..they put it back up on liftNO ONE LOOKED AT IT..came back in 10 mins. Said it was my wheel brg. Really?I went to ********** ..paid for a diagnostic and it was my wheel brg. Had it fixed. I called Midastalked to the manager and he said it was my muffler there was a leak.what.they never said anything about a leakthey said the inside was broken! I asked what he was going to do for his mistakehe said we will take off ****** and fix your wheel brg. I said you will never touch my car again that I had it fixed by ***** and said I wanted a refund and NOW I HAVE A LOUD MUFFLED SOUND and I wanted a ***** muffler put on. He said you are not getting any money..said have a good day and hung up.I want reembursemnt for the 436. And I want compensation for a ***** muffler to be put back on by ********** now that I have a loud muffled sound that I NEVER HAD BEFORE.

  Business response

  09/30/2022

  ************ came in with a noise complaint. Our initial diagnosis was a muffler issue, which was found upon visual inspection at no cost to the customer. The muffler was replaced with an aftermarket muffler at significant lower cost and quicker than obtaining an OEM muffler would have been. ************ agreed to this repair. She returned on 9/16/22 with another noise that was diagnosed as a right rear wheel bearing. We explained this to her but she refused the repair. Upon her call back, we did offer to do the wheel bearing at less than cost simply to satisfy her complaint.

  ************ drives a 2013 ***** CRV with over ******* miles on it, so it is natural for it to have multiple issues at the same time that need to be addressed. 

  It should be noted ************ complained to our General Manager that the mechanic could not know the muffler was the issue since he didn't cut it in half. This perspective makes no sense at all, as if that had been done and the muffler wasn't the issue, it would be ruined and the customer would then have to needlessly pay for a replacement. We made every reasonable effort to satisfy her complaint, but she expects us to refund work that was done correctly and was needed since the muffler had broken baffles inside. It is not uncommon for an aftermarket muffler to be a bit noisier than OEM but that is up to the customer to decide if they want the less expensive and more readily available repair or not. 

  It is our position the diagnosis and repair were done correctly. We offered to work with ************, but she refuses so the matter is considered closed on our part. 

   

  Customer response

  10/03/2022

  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. 
  
  

  First of all, he is totally lying!!! I never once asked for the muffler to be cut in half! I am not stupid!  And that is how they are portraying this issue. That is a total out and out lie. 
  

   He said they could tell the inside was broken by sound...however...there was NO SOUND WHEN IDLING!!

  Secondly,  they said it did it didn't make a difference if it were an off brand muffler and it was only 100 cheaper so not significant!.....
  

  When i returned it was for the EXACT SAME NOISE I WAS HEARING IN THE BEGINNING!
  

  I did not ************* of the **** ..i dO not trust them...
  

  First muffler...then flap then wheel brg!! 

  You look at their history....their are several complaints where they took advantage of women.
  

   

  And...when i did call back...the manager...******************, said their was a leak...total lie..their story keeps changing.

   

  So..no this is not over with.

   

  Regards,
  

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

  
  

  Business response

  10/03/2022

  Unfortunately, we appear to be at impasse. We diagnosed the issue and presented repair options.  We cannot refund repairs that were done properly and that were authorized by the customer at the time of service. ************ chose to pursue additional repairs via another vendor. We are sorry she is dissatisfied with the service performed on her vehicle, but we were not negligent or careless in the repairs. Furthermore, her accusations of gender discrimination are completely unfounded, and we find such to be offensive. (It should be noted the manager at the location she visited is a female.) 

  At this point, it is best we agree to disagree and part ways. It is unfortunate as we do not choose to conduct business this way, but there also has to be reasonableness on both parts. We have attempted to be reasonable to no avail. 

  Customer response

  10/03/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Regards,

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

  
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to Midas to get looked at, because I was having overheating issues. I also just had my thermostat replaced which was apart of the problem as well, and was told by a mechanic that I should get my radiator fans replaced. After taking a look, I was quoted $1200 for the cooling fans. A few minutes later, I got another call back and was told that they noticed my radiator was cracked also. The total cost to get that replaced and the fans, was over $2000. After speaking to the Manager Kameron, I told him that I would call him back, before giving the okay to proceed with the repairs, as I would need to speak to my dad first, to see if I can come up with the money. I was also going to call around a few more places, to see if the repairs would be a little cheaper than Midas’s quote. Well not waiting for my call, they proceeded with the work without my authorization and left me with a hefty bill, that I can’t afford. My car has also broken down twice since, for the same issue

  Business response

  10/07/2021

  Customer's vehicle was towed to us due to an overheating issue.  Her father alerted us to the vehicle's arrival and issue, so it gave the appearance he was acting as an agent for the car's owner.  He was advised we would be able to look at the vehicle, but it might be best to take it to a German car specialist.  We were unable to find an obvious leak, but he requested we replace the cooling fans.  In the course of replacing the cooling fans, we found a small leak in the radiator.  He advised us to replace the radiator as well.  (All pricing information was provided during each conversation.  At no time did he advise us to discuss such with his daughter or that he would check with his daughter.)  Ms. Hearn called to check on vehicle and was advised the work was completed and the car was ready to be picked up.  She was able to secure partial financing for the repairs and her father secured the additional financing.  A few days later, she called about another coolant leak, which was found to be the lower radiator hose.  We absorbed the cost of the tow bill and tightening of the hose as warranty work.  A few days later, the upper hose was leaking and we again covered the repair under warranty work.  (Mercedes coolant hoses are attached in a specific manner, which again is why we advised going to a specialty shop.)  When she picked up the car, she was charged only for the tow bill. A different manager was on duty and at no time was it discussed how the tow bill would be handled. 

  At no time did Ms. Hearn specifically request she be the only contact with regard to the repairs to the car.  All repairs were performed as authorized by her agent, her father.  Our manager reasonably discerned since the father had been the point of contact and had done follow-up calls that he was authorized to conduct business on her behalf. We performed repairs as approved and full disclosure was given as to the cost of such repairs.  We cannot attest to the conversations and/or dissemination of information between Ms. Hearn and her father.

  It should be noted that she's been contacted multiple times by the General Manager and has conducted herself very unprofessionally and belligerently in conversation with him.  It is our intent to resolve the issue in an amicable manner, but we are unable to do so when the customer will not be reasonable.

   

  Customer response

  10/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15990368, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Sharina Hearn

   

  After reviewing the response from Midas, I 100% do not agree with anything that they have written, in regards to this matter. My initial complaint from the very first time this occurred, has been consistent. I have been complying with each step that was necessary, to try and resolve this issue. I had sent two emails when this situation occurred, as that is the first step in making a customer complaint. After not hearing anything, I decided to call the number provided on the company website and had spoken to a customer service rep, who then pulled up my initial complaint, and was able to get my Case number. I was then transferred over to another representative, who handled the Claims and after going over everything that was written in my end, tried to reach out to the District Manager Nathan, but was unable to reach him at that time, and had left a voicemail. About an hour later is when I had a missed call from a phone number I didn’t recognize. They called and left no voicemail. Moments later, I received an email of what appeared to be the District Manager. I was a little taken by the email that was used on his end, as it was not a Midas business email, and more of a personal Gmail account. After trying to get help in this matter regarding the Unauthorized repairs made to my vehicle, it appeared that there was lack of care and compassion and I knew that I was not going to get the help I needed. I have proof of the email exchange between the District Manager and I, where there is no such proof of me being irate, belligerent or anything if that nature. I feel this issue is not resolved because they are not being honest. After showing in one of the emails to the District Manager, of the original contract that I had not signed, he then stop emailing responses. I would really like for them to own up to their mistakes and try a little more to help resolve this issue, and see me as a customer who is seeking the proper treatments. My dad of who they speak of, has never acted as an agent and I have proof of that as well. I never authorized these repairs, and no contract was signed on my behalf. Nor did they relay to me about going to a German dealership for the initial work to be fixed. I was however told that they would no longer be able to help if the Radiator Hose were to come off again, as I would need to take it to a dealership because it was probably an internal issue this whole time. They never once have given me the proper diagnosis, no proof that I even had a cracked radiator. I had taken my car in for cooling fan replacements originally, not a leak. As they did not even disclose that on the actual contract as well. It only says Cooling Fans will not turn on. In addition to my car breaking down twice, I now have an oil leak which was not there prior. In closing, again there is proof that I never signed the contract, nor have I given any permission to repair any work. As for the financial costs and partial payments, I was told is what I needed to pay in order to obtain my vehicle back. As I stated to them, my name is the only name on the title, and they do not have any record of my dad acting as an agent, and I stated to them that never authorized these repairs. Consistency is key, and I have been nothing but that, since this whole situation occurred. 

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