Complaints

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:09/14/2023

  Type:Product 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 into Midas after having an original diagnosis ran by another mechanic. The original diagnosis was a VVT and timing chain issue. When I took it to Midas in February, they had the same diagnosis for the vehicle. It was a 2018 Kia ***** with ****** miles on it that I drove in. The only noticeable issues while driving the vehicle was that the Excelleration was slower than had been previously. They quoted me $3462.06 with an $850 deposit. I paid the deposit and they said that they had ordered the parts. I called every couple of weeks to check up and they kept telling me that the parts had been backordered. In July I called again and they informed me that the parts were in but the mechanic who had been working on my car was in the hospital and that it would just be one more week. I called again after a week and a half and their only response was "Oh nobody called you? You need a whole new engine and it will be over 6 grand". I asked them if they had touched anything in the car and they said they had not. I took it to another mechanic just to have him look at it to make sure nothing had been touched and he said that coils were left undone, spark plugs were left unplugged within the engine and that a new camshaft sensor had been put in, even though that is not on my original invoice or a part of my original diagnostic. The car was left completely undriveable, I was left without a car for months and was not returned my original deposit for work that has never been completed. When I reached out to Midas corporate, they told me that they were looking into my case for the past month and working with the owner. When I called today they informed me that it is not a corporate problem and it is a store problem at hand and there is nothing else they can do to. They took my money and absolutely destroyed my car. The car itself is worth almost 20K and is now basically worthless. I have attached my invoices and what was found under the car.

  

  Business Response

  Date: 11/13/2023

  The vehicle never ran from the day it was brought to us. It was diagnosed as a broken timing chain. So the timing chain repair kit was performed at an estimate of around $3,800. Th technician that diagnosed it then quit and we found out the timing chain did not fix the issue. At this point another technician was assigned to the vehicle to diagnose it and found a bad cylinder on number 4. At this point we determined a certified used engine was the best way to repair this vehicle. We then gave **************** a quote on a used engine with ****** miles less than the one she had. At that point she declined the repair. We then told her she could pick her vehicle up. We did not charge her the $3,800 for the diagnostics or for any repair. In response to parts being left off the vehicle, we did leave the coils removed and sparks plug after performing a compression test because she informed us she was taking it to another shop and this would've just made it easier for them to perform the same test. They would have to remove the same parts to do the test. After she picked up her vehicle I was informed that she had paid an $850 deposit on the original repair for which we have refunded her the total amount deposited. We regret the repair and diagnosis took so long and apologize for any incovenience, but we collected $0 on this job and lost several thousand in parts. We consider this case closed because there were no funds transferred.

• Initial Complaint

  Date:10/25/2022

  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.

  Invoice # ******* 5/27/2021 4:55 pm Oil Change was preformed and the bolt was not tightened all the way. This bolt came off and all the oil leaked out of the car. Which caused the motor to cease. Midas has refused to pay our insurance company for the damages and now we are out our deductible of $500. Midas admitted fault, the manager at the time saw it on camera and said yes we didn't tighten the bolt properly. However, manager was let go or quit and the owner will not take ownership of this issue. The mechanic is also no longer working for the company. Our insurance company ***** **** has been reaching out to them and have gotten no response.

  

  Business Response

  Date: 11/07/2022

  Current Store Manager is collecting Data on this repair and requests any information or documentation the customer might have regarding the issue and how it was resolved.

  Customer Answer

  Date: 11/09/2022

  Complaint: ********
  I am rejecting this response because:
  This is still not resolved. If they need to collect information please contact my State Farm insurance company that I originally told them to contact on the original complaint and the insurance company will provide them with any information they require.Again, please pay our insurance company for the damages so we can get our deductible back.
  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:10/04/2022

  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.

  Rattling sounds in front passenger side diagnosis bushings sway bar links replace drove off lot still rattling took back was original problem solved this was a strut problem well 550 for unsolved problem isn't right was told work would eliminate rattling well it didn't professional Manager good mechanic but was wrong diagnosis mistakes happen not blaming anyone need resolution

  

  Business Response

  Date: 10/10/2022

  Customer came in complaining of noise when he drives. sounding like a clunk. Master technician took the customers van on a test drive and then racked the car to find, MANY things damaged or wrong with the customers van (broken motor mounts - broken sway bar links - stabilizer bar bushings worn out - rusted subframe - bad suspension all around)

   

  Master tech addressed the noise from the broken stab links as both dangerous and making bad noise while driving. after repairs, customer complained of still hearing the same noise. we addressed the noise after first repair as BROKEN OFF motor mounts and suspension.

   

  Customer was unhappy that the first repair did not fix the noise he heard, however after explaining to him that the noise the tech heard is what he replaced he still demanded we misdiagnosed his van.

  NOTE: THE CAR IN THE CONDITION IT WAS IN AT THE TIME OF LEAVING HERE WAS UNSAFE TO DRIVE AND I EXPLAINED IT TO THE CUSTOMER who insisted that it has been that way for years. Even though I could put my finger right thru where a motor mount should have been.

   

• Initial Complaint

  Date:05/11/2022

  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.

  So a few weeks ago I took my truck into Midas to them look for an exhaust leak and replace cv shafts. After a couple hours I got a call saying that they couldn’t find an exhaust leak but while removing cv shafts they broke a bolt for a swing arm and that the truck needed new shocks and struts. They explained that the truck was rusted out underneath and that caused some issues that caused need for further work. Well I had a leveling kit installed last fall and I do crawl under the truck routinely to check things. The truck has never been in a state that uses salt in the winter or has a humid climate(the truck is from Wyoming) I got the truck back and there was now a pop when making left turns at certain speeds to start then progressing to different speeds then eventually any kind of dip in the road would produce the same popping sound. I brought the truck back in for them to find the cause and they came back out and told me it was my tires rubbing when turning at max. I have over sized tires and I’ve known about the rubbing since I decided to get oversized tires. They also told me ball joints were bad and needed replacement. I decided to take the truck elsewhere and get a second opinion. Second shop found broken sway bar and found all ball joints to be good. It was also found that the leveling kit I had installed when I purchased the tires last fall was no longer on the truck. It was also found that I had a cracked exhaust manifold which I had asked them to check. So not only did I pay a shop to fix issues that were never there they never checked issues that were requested and failed to reinstall parts that were on the truck when it was brought to them. Pictures are showing strut towers with no leveling kit. Can provide recipes to show prof of that leveling kit and work orders for everything else if needed.

  

  Business Response

  Date: 05/16/2022

  On March 28th, Customer requested we check his manifold for leaks and Replace his CV Shafts on his 2012 Dodge Ram 1500 Pickup. The Customer suggested checking the bolts since the Rams have a habit of snapping the bolts in the Manifold.

  
  After inspection, the technician documented he found no leaks or broken bolts in the manifold, however there was noise that sounded to him as possibly lifter noise. Confirmation would have to be made through further diagnostic procedures. There was however a Split in his tail pipe section, which was not approved to be repaired by the customer and was left as is.

  
  The Technician also documented that the front struts were “bleeding” hydraulic fluid and recommended replacement, which was approved by the customer and the maintenance was performed.

  
  The Technician further tested the brake fluid with a DOT 3 & 4 corrosion test strip which showed a corrosive level at or above 100ppm. A brake flush was recommended to the customer which was approved by the customer and the maintenance was performed.

  
  During maintenance on removal of the CV shaft and the struts, both strut to control arm bolts were found to be non-reusable due to rust and wear damage, also the front right Sway Bar Link snapped in 2 and required replacement. Upon pickup of the vehicle, this was all explained to the customer and he appeared to leave understanding.

  
  Customer called the shop roughly 2 days later and stated he heard a popping sound when turning. He returned at his leisure and the same technician that worked on his truck found play in his ball joints and suggested they be replaced. He further noted that due to the oversized tires, there could be rubbing on the inside of the wheel well.

  
  No other contact with the customer transpired until May 12th when he called to file said complaint.

  
  The Manager requested for any pictures or documentation the customer would possibly possess so that a thorough investigation could be performed to confirm the complaint.
  The Customer reached out to Plains Tire Rock Springs for a copy of the invoice that covered the leveling kit he mentioned in the complaint. When he obtained it, the Manager requested a copy of the invoice for the shop records.
  When the Email was received, it did not have a copy of the invoice attached, but rather a message from the customer to the Plains Tire Rock Springs shop: “Hey can you change vehicle information to 2012 ram 1500 on the account please I noticed you had it listed as 2 years newer and a 2500”
  See Attached Photo.
  When the attached invoice was finally received by the shop, it was noted that the invoice showed a 2014 Ram 2500, not a 2012 Dodge Ram 1500.
  See Attached Photo.
  The Technician reports that he never saw a leveling kit installed on the customers truck, but also gave the statement that if a leveling kit would have been installed, the lower control arms would need to be displaced to remove or reinstall the leveling components, which did not occur. He further noted that if a leveling kit was installed, post installation of the new struts, without the leveling would have made a drastic difference in the tilt of the truck. This was not observed by either the technician that worked on the customers vehicle, or the customer himself.
  

  
  

  Customer Answer

  Date: 05/17/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Not one ounce of their response holds any truth. They said they replaced sway bar links but is it listed in the work order? Nope dodge replaced sway bar links two weeks after Midas had the truck along with bushings because parts were left loose in the front end of the truck. There was definitely a leveling kit installed on the truck because I do run oversized tires and it’s needed to minimize tire rub. There’s not a leveling kit now and the shrowds infront of the tires are completely destroyed now. They tried to blame the poping I was hearing on first tire rub then bad ball joints. That was not the case. Dodge confirmed ball joints were good and the poping was from loose sway bar parts. I have a receipt from January 20th when I had a tune up done to my truck where the brake system was flushed and everything passed inspection on the truck that Midas then said was wrong. Once dodge had the truck after Midas they found substantial cracks in the exhaust manifold and confirmed that the heat shied hadn’t been removed in quite a long time. Yes I had to ask the shop that did my leveling kit to correct info on my truck and I had that phone conversation right in front of Ada with Midas so that it was known that I spotted the mistake and could remove any doubt on intentions. It was 720 to fix the sway bar at dodge and the leveling kit was 375 plus tax. All I’m asking is they make right on extremely sub par work done to my vehicle that I’m in process of having to be re done
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/24/2022

  Sway bar link on the Passenger side was replaced due to breaking upon removal, and is located on the work order that was provided to the customer. The only removal that was performed on the sway bar was to access the struts and/or control arm removal at the links only. Sway bar brackets do NOT need to be removed, and were not removed to perform the maintenance we provided.

  
  Ball joints were inspected by 4 different mechanics/people per the customers own admission, in the following order.
  Dealership #1
  The Customer
  Our Shop
  Dealership #2
  Dealership #1 and our shop found play in the ball joints and suggested replacement.

  The Customer and Dealership #2 felt the ball joints were ok and passable.

  Regardless of the complaint on the ball joints. The work was suggested and turned down. We DID NOT perform the work.

  
  As stated in the previous response, Our brake fluid test uses a dot 3 & 4 corrosion test strip. The chemical reaction changes the color of the test strip to a progressive dark purple based on the corrosive level in the fluid. The test was performed, the information was relayed to the customer, and he approved the brake flush.

  If the flush was performed a few months before as stated, there is NO POSSIBLE WAY the fluid would have reacted with the test strip, excluding direct contamination with intent, or the flush was not performed correctly just a few months before coming to this shop.

  
  The here-after complaints, such as the Manifold crack, is banter regarding work that our shop did NOT locate, and DID NOT sell to the customer, and DID NOT perform.
  

  
  

  Customer Answer

  Date: 05/24/2022

  Complaint: ********
  
  I am rejecting this response because:
  I’ve attached pictures showing date the leveling kit was installed and showing a clear difference in clearance in the wheel well I’ve also attached invoices from other shops showing that there’s no leveling kit in the truck any longer and explaining where bolts were left loose on parts that were worked on by midas. I’ve also attached pictures of damage that is currently being caused by having oversized tires without the lift kit. When truck was brought to Midas there was approximately 80 to 85 percent tread left. I currently have an appointment to have new tires put on because the inside side wall has excessively worn on the upper control arm. Like I stated before I was just wanting the cost of fixing the sway bar issue due to bolts being left loose and the cost to re install a new leveling kit. Now this goes to court. I’m asking for cost to replace shrowds in the wheel well cost for ruined tires cost for the previous work having to be fixed cost of new leveling kit and to be reimbursed for the revenue my company has lost due to excessive extra down time on the truck. 6 extra days of down time at a loss of 3800 a day. This ain’t small claims court any longer. I’m now asking any further correspondence be between lawyers. 
  
  
  Sincerely,
  
  **** ********