ComplaintsforMidas

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against the Midas location on Harbison Boulevard due to a series of service issues and unfulfilled promises. Service Inadequacy: I initially brought my car in for an oil change, during which the team recommended replacing both the brake pads and rotors. After the service, I discovered that they had failed to top off my fluids, which was later corrected after I contacted the manager, Derick. Incomplete Work and Overcharging: I returned to Midas for the recommended brake work, but they only replaced the brake pads while charging me for the full service, including the rotors. When questioned, I was told by an employee named Andrew that the rotors didn't need replacement but would cost an additional $2-$300 if I wanted them done. Misdiagnosis and Unresolved Issue: After the brake service, my car made a louder noise than before. Upon returning, another technician discovered the problem was actually a faulty wheel bearing, something that should have been identified earlier. Broken Promise: Due to the repeated issues, Derick promised to cover the entire cost of repairing my vehicle if I brought it back. However, after taking a day off work to return my car, I received a call stating that I would need to pay $600 for the repair, contrary to the prior promise. I believe I was misled and overcharged, and that the service provided was substandard. I seek assistance in resolving this matter, including a potential refund or corrective action. My efforts to resolve the issue: Derrick offered to credit me for the previous amount that I paid $284 plus an additional $50 which would have left me with the $600 balance and I asked if he'd just refund me that amount ($334) and he declined.

  Business response

  08/26/2024

  Thank you for the email.  I talked to Derrick this morning regarding the situation.  Looking at the timeline of events:
  
   - You brought vehicle in for an oil change (we recommended brakes due to the brake pads being low, not because of noise)
   - Later, you began to hear a noise and brought it back in for the brake work (never mentioning the noise)
   - After the brake work, you still heard a noise (not related to the work we performed)
   - Derrick gave you a reasonable discount of over $400 to replace the bearing (once again, not related to the work we performed)
  
  Looking into this, we are not responsible for the bearing going bad or any misdiagnosis.  We recommended the brakes due to the brake pads being low.  This was a part of our standard courtesy check that we performed for free during your oil change.  You brought the vehicle back to us when you started to hear noise and asked for the brakes to be replaced.  We saved you money by not replacing the rotors that were not needed, so it is obvious that we are not trying to take advantage of you.  After we replaced the brakes, you still heard noise.  We performed a free diagnosis to determine the bearing was bad at this point (we did not misdiagnose this when we performed our courtesy check during the oil change because it waws not making noise at this point).  Derrick is doing his best to work with you out of good faith by offering a $400 discount.  Unfortunately, there is nothing else I can do.  Sorry for any miscommunication, but we are not responsible for the bearing going bad on your vehicle.

  Customer response

  08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because of the constant inconsistencies associated with this Midas.  I was told that I would get a service of brakes and rotors to the rear wheels of my vehicle for a price of $277.98 (documents attached). When I brought my vehicle back they only replaced the pads but they charged me the full price of the inital quote.  I spoke to another rep Andrew and even showed him the documents that state this is the initial diagnostic and this is what it'll cost to repair the car and get ride of the sound that I spoke about after my first visit (oil change).  My issue with Derrick is NOT his discount offer, I never asked him for any discounts.  He offered to cover the full amount of the wheel bearing replacement for the miscommunication on Andrews part.  But when I came back the following Monday he told me that the job was more expensive and I would be responsible to pay another $600, breaking his promise to me to cover the expense in full.  This led me to believe that he never intended to keep his word, and when I priced that job at another location they quoted the full price of $375.  So, I then asked him if he'd just be willing to refund me and I'll just use the other shop- he declined.  I have been very reasonable during this process and am fully prepared to escalate this to the fullest extent of the law.  
  
  Sincerely,
  
  ******** *******

  Business response

  08/28/2024

  The quote shows only the brake pads listed under parts, it does not list rotors.  With the threat of pursuing us legally, we will move forward accordingly.  Please consider this case closed.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had my CV axel replaced due to hitting a pot hole. I had Midas replace it and as I was driving to NC my steering wheel started to shake and heard a loud thump. I pulled over and had my car towed to the closest dealership. They stated that the CV Axel was not installed correctly and came out (the Tech took a video of the inspection that he did) I paid 3k to repair the Axel. As they are repairing it the tech noticed my differential was bad and needed to replace and now my transfer case is also damaged. Now I’m up to 14k in damages. Midas refused to repair the differential or anything else bc they “inspected” my car and said everything was ok and nothing was wrong with my car. I kept pushing them saying there was an issue and now it’s my rear differential which they didn’t touch. I baby my car and never had any issues other than flat tires with it. I’ve been dealing with a Joe slicer and he said he would Refund my original payment since they messed my car up. Have yet to receive anything from them. Needless to say I will never be trusting the “Midas touch”

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  initial repair 5/21/24 after they did suspension work, I paid, Got in my my car, all of my ABS traction control airbag light on on the dash, and I talk to the guy and I'm like all these lights are on, so he goes out there, Andrew, which is the manager tells me to come back tomorrow morning when everyone's there. all the computers were down, and the mechanic that performs this had left. return date 5/22/24 I come back the next day to get the codes cleared, so they cleared the codes, while driving away 2 miles down the road all the lights, ABS, traction control, airbags, the whole emergency system is down, Andrew, which is the manager tells me to come back tomorrow morning when everyone's there.i'm gonna try to work with you. Ironically, enough, Andrew clears the codes. 3rd visit 5/25/24 pulled apart my jeep today in front of me to see if they had damaged something and if they damage something, they will cover it. they did replaced the wheel speed sensor test drove it, the lights were back, So bad tone ring, which is located in the wheel hub. Andrew originally thought the tone ring was located in the CV axle, , and Andrew told me oh yeah, you bring it back and I'll install it no charge because the issue occurred the day of the initial repair. I finally get the part we need, because I had to take the CV axle back and get the wheel hub, (I should not have had to buy this part to begin with) go in there and Andrew says Ok so we are going to mark you up for two hours of Labor to put this part on for you, after I bought the part to fix their mistake.( like what the hell) I took the part home. Note: there was no reason to remove the sensor, you can simply unplug it. There is seven tabs you take off the frame, unconnect the connector and you take the whole part off and leave the sensor intact, If you know it's rusted, why break it, I know that, a mechanic should definitely know that. this problem should be resolved not at my expense. they should buy the part and install.

  Business response

  05/28/2024

  Thank you for bringing this matter to our attention. We take customer satisfaction very seriously and appreciate the opportunity to address Mr. ****’s concerns regarding the service provided to his vehicle.

  We acknowledge the issues experienced by Mr. **** after his vehicle repair and apologize for any inconvenience caused.

  Upon initial repair on 5/21/24, Mr. **** noticed warning lights on his dashboard. Due to unavailable diagnostic tools at the time, we requested Mr. **** return the next day, 5/22/24.
     - On 5/22/24, we cleared the codes; however, the warning lights reappeared shortly after.
     - On his return visit on 5/25/24, we inspected the vehicle and identified a damaged wheel speed sensor. We replaced this sensor but noted that the issue persisted due to a faulty tone ring within the wheel hub assembly.
  
  The ABS tone ring issue was diagnosed by our expert technician as being unrelated to the original suspension work and attributed to pre-existing rust and wear on Mr. ****'s vehicle, which has many original parts and 205,000 miles on it. With that amount of mileage, things are old and can go bad or break unexpectedly.
     - The initial ABS sensor broke due to rust, a common issue in older vehicles. Despite this, we replaced the sensor under warranty.
  
  We provided significant discounts to Mr. ****, including a reduction of his initial bill from $3000 to $2699.
     - Despite not being responsible for the tone ring issue, we offered to install the wheel hub assembly at a discounted labor rate. Mr. **** declined this offer, opting to perform the installation himself.
  
  We sincerely apologize for any inconvenience Mr. **** experienced. Our goal is always to ensure our customers are satisfied with our services, and we regret that this situation did not meet Mr. ****’s expectations.
  
  Thank you for bringing this to our attention and for the opportunity to resolve this matter.
  

  
  

  Customer response

  05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I would like to bring to attention some facts regarding this complaint, there was nothing wrong with my ABS system prior to them install the suspension parts, The system malfunctioned the same day I pick up my car from the Midas Mechanic shop, I had not even left the parking lot and five lights came on my dash, all lights pertaining to ABS traction control, airbags, passenger air bag off, driver side air bag off , My entire emergency system is down. After they attempted to fix it, I left their lot with a broken car. My brake system is still malfunctioning,  the pedal pulses, the left caliper brake pads start seizing up, My vehicle does not drive right, They are playing word games to evade responsibility. Within the law, what are my rights? in addition to this, I have no guarantee that if I install a brake hub bearing with tone ring, that that will fix the issue and may still have to see another mechanic to get my car fixed, In Addition to this, if I were to do anything to this car regarding front end suspension that would void the warranty on the work that's already been done by Midas. I feel as if they are baiting me into trying to do the repair and if I mess something up well then it's all on me and I have no warranty regarding the situation.
  
  Sincerely,
  
  ****** ****

  Business response

  05/30/2024

  Thank you for the opportunity to respond to Mr. ****** ****’s complaint regarding the service provided to his vehicle at our location.
  
  The ABS tone ring issue was diagnosed as unrelated to the original suspension work, attributed instead to pre-existing rust and wear on Mr. ****'s vehicle, which has 205,000 miles and many original parts.
  - The initial ABS sensor broke due to rust, a common issue in older vehicles, and was replaced under warranty.
  - We provided significant discounts to Mr. ****, reducing his initial bill from $3000 to $2699.
  - Despite not being responsible for the tone ring issue, we offered to install the wheel hub assembly at a discounted labor rate. Mr. **** declined this offer, opting to perform the installation himself.
  
  ABS and Traction Control Lights: These lights appeared due to issues within the ABS tone ring and wheel speed sensor, not directly related to the suspension work we performed.
  - Brake System Malfunction: The brake pedal pulsing and other braking issues likely stem from the same underlying problems with the ABS tone ring and related components, which were diagnosed and communicated to Mr. ****.
  - Offer for Repair: We proposed to install the required wheel hub assembly at a discounted labor rate, showing our willingness to resolve the issue despite it not being directly caused by our service.
  
  We understand Mr. ****’s frustration and regret any inconvenience caused. Our team has made every effort to diagnose and address the issues presented. We believe our offer to install the wheel hub assembly at a discounted rate was a fair and reasonable solution given the circumstances.
  
  Our goal remains to ensure customer satisfaction and we are open to further discussion to resolve this matter amicably. We take customer feedback seriously and are committed to continually improving our service quality.

  Customer response

  06/01/2024

  
  Better Business Bureau:

  Me and a buddy of mine installed the wheel hub, post install of the new wheel hub I took the vehicle for a test drive.

  The error messages went away, The vehicle is now operating correctly, The sporadic operation of the ABS system is now resolved.

  I am satisfied with the diagnostic regarding this issue. Provided by Midas.(by>>Andrew/@Lem Turner Boulevard location)

  Although I would have preferred, Midas had taken care of this. I choose to close this case, considering there is no issue to talk about anymore.

  I have taken in consideration the response made by the business.

  3 of 5 stars, they lose 2 stars on my rating because Andrew lied to my face, He said they would install the part free of charge, then when presented with the same situation Five days later Denied ever telling me that, Anyone in the future who deals with this situation with Midas, You better get what the manager says in writing and make him sign it or they may not honor it. I am still leaving this grievance in my final report.

  I am choosing to close the following complaint ID ********, considering the outcome of their diagnostic proved to be successful.

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/16/2024 I took my car to Midas at 2752 Decker Blvd, Columbia SC to replace my serpentine belt replacement. Different shops had already confirmed I needed a new belt. Midas also confirmed twice that my belt needed to be replaced. After my belt was replaced my car started to squeal loudly. I was finally able to record the noise and took my car back on 04/26. I was then informed that I would need an air compressor kit, and was told it would cost $1860. When I looked up the pricing it should only take $1000-$1100, which is still high. I also looked up the parts that were recommended, the parts equaled to $700 meaning I was being charged an additional $1100. I ended up taking my car to another shop, parts were $300 and labor $300. I filed a complaint with Midas corporate office and spoke with Tony on 04/29. Tony mentioned he was aware of the situation because he was there on 04/26 and informed everyone I needed a new compressor. He mentioned my belt was misdiagnosed and offered a refund. I tried to explain that my car wasn’t making that noise and he stated that with the tightness of the new belt it caused the compressor to worsen. That the belt was actually misdiagnosed. However both repairs should be compensated. Two experts and research confirmed that when a new belt is misaligned, too tight or too loose it will cause the air compressor to fail. So due to negligence, I had to spend an extra $600. I have proof that my car did not make the noise before the belt replacement. My car would make a subtle noise that only I could hear if the air and music were completely turned off. This new noise could be heard by everyone, and it occurred while my air was on. My camera has captured my car running before the repair and after. I am requesting compensation for this negligence and for the mechanics to take accountability. This is by no means on the customer service, the two front office managers are great. Videos are too large to attach.

  Business response

  05/06/2024

  I informed Miss ******** that indeed, I did diagnose the compressor being bad. The fact that she says that she never had a noise is not a true statement as that was the reason she brought the car to us to begin with. A new belt does create the CORRECT amount of tension which can make a part going bad, sound worse. The belt was aged and worn and the car was making a belt noise when she originally came in. The replacement of the belt DID NOT cause the air conditioning compressor to go bad. As for the cost differences, we are a National chain and have a Nationwide Warranty. Our cost included the replacement of all of the ancillary and additional parts that must be replaced when doing an air conditioning system. When the system is opened up, the dryer must be replaced as well as the oriface tube. I offered Miss ******** the refund of the belt as a courtesy. She accepted this resolution that day on the phone. We will not be offering any more restitution or refunds. We consider this matter closed. 

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because how can someone who wasn’t there during the initial maintenance say what sound my car was making? I never said my car didn’t make a sound, the sound was subtle. Only I could hear it, as proven in the videos before the maintenance. I said it wasn’t making the loud and noticeable noise that started after maintenance. The sound that my car made before maintenance was a sound that I noticed and I could hear while driving, not just when the air was on. I am attaching videos.
  
  Sincerely,
  
  ****** ********
  

  Customer response

  05/09/2024

  These are videos after the maintenance.

  Business response

  05/10/2024

  As mentioned in our original response, we have offered her a refund on the work that we performed as a courtesy.  We will not be refunding her for issues that we did not cause.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 19, 2024 I had my car towed to Midas for a tire issue. They replaced the tire upon picking up the car my daughter noticed damaged to the driver side bumper. She was told that they needed to look at a tape but the tape wouldn't be available for 2-3 days. It has been almost a month and nothing has been done to repair my vehicle. For two weeks we reached out to the Lexington Midas for answer about the damage each time we were told that the manager wasn't available. I finally contacted the corporate Office on April 1, 2024 regarding the situation on April 2, 2024 contacted me by leaving a voice mail I left three separate voice message for him but no reply. On April 3, 2024 I contacted corporate again for a response I have not had any follow-up. I just want my car repaired and to see the tape of my car at their shop.

  Business response

  04/10/2024

  The customer has no proof that the damage was done at our facility.  It was towed in with a flat tire, so obviously something happened before we received the vehicle.  After talking to the store, they confirmed that the damage was done before we received it and that it had wood screws holding the bumper on.  The customer told me that she had a video from the tow company to show that it had no damage prior but I have yet to receive this video.  We stand behind the fact that we did not damage the vehicle.

  Customer response

  04/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: The car was brought in for a flat tire on rear driver side of the vehicle. The damage to the bumper is on the rear driver side near the gas tank. Please explain to me what caused them to look under the bumper on opposite side. If the vehicle was brought in with damage as stated why didn't they take pictures and contact me. When car was dropped off no one called to say car was received. I had to call regarding the vehicle even when picked up they didn't mention damage my daughter say the damage. I was informed they have a video I would like to see from their shop. They were careless in the handling of my car. So for some reason they needed to go under my vehicle to notice wood screws please explain. I have tires changed before they only focus on the side of tire needing service.
  
  Sincerely,
  
  ******* ******

  Business response

  04/10/2024

  We perform a courtesy inspection on every vehicle to make sure they are safe.  If a vehicle has cosmetic imperfections, we assume the vehicle owner already knows about it because we do not repair cosmetic imperfections, we are not a Bodyshop.  We looked at the bumper after it was brought to our attention at the shop.  That is when we saw the wood screws and was obvious that we did not cause the damage.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Midas price gouged me, misdiagnosed my problem and damaged my oil pan. They do not want to fix what they damaged and they told me I needed a new head gasket when I asked why my coolant was leaking. They also charged me for a timing belt kit and my car does not have a timing belt. I got a diagnostic from BMW and that’s how I found out they never competed my oil change, My head gasket was not damaged and I found out I needed to replace my radiator hose. I paid Midas for an oil change and coolant test. They did not mention I needed a new radiator hose or a new oil pan. They told me they were having a hard time removing the oil plug/pan and when I told them they were the last ones to do my oil change they looked it up and seen I was telling the truth. They then handed me a print out of the charges for my oil housing gasket that BMW quoted me $1200, Midas quoted me over $2000. They also quoted me for a head gasket and timing belt kit and the total was over $6000. I had a previous complaint with Midas on beach Blvd and had to call the cops on the mechanic because he was harsh with me and completed a job I did not authorize. I was over charged for a part I didn’t need during this appointment and diagnostic was never completed. Midas did fix my handle for free after I made a complaint but still made me pay for a part I didn’t need and did not refund me. I feel as if I’m being discriminated against because I am a woman. I have documents to prove Midas ripped me off and I have my diagnostic from BMW from sept. 2023 and March 2024. I received a print out from Midas where the mechanic wrote he could not remove the plug and that same mechanic was the one who told me he didn't want to damage anything. Now my oil pan is damaged and has been leaking like crazy since I left Midas. The leak from Midas and them saying I needed to replace my Head Gasket is why I took my car to BMW for a diagnostic. Midas owes me an oil pan or needs to pay for it to be fixed.

  Business response

  03/26/2024

  We Have tried to educate and

  explain to this Customer the numerous issues going on with her vehicle. We have shown her in person the issue with the oil leak and explained oil is mixed with the coolant and that is not normals. The only reason this would be is from the head gasket leaking internally. She does not understand this and continues to dispute everything we have shown her. We tried our best to take care of this customer but the unreasonable refund request from services well past the warranty is unjustifiable.

  Customer response

  04/02/2024

  The business did not answer any of my concerns in regards to breaking my oil pan and not completing my oil change but charging me for the oil change. I provided documents to show where no oil change was completed from Midas mechanic commenting in the notes they could not get my oil plug out. This case should not be closed because they only responded about the head gasket but I got a diagnostic after they told me that and BMW did not find a faulty head gasket. I provided the diagnostic notes from BMW. Midas charged me for a coolant check and told me it was my head gasket but they never completed the coolant check because BMW did a diagnostic and found I needed to replace my radiator hose. What is being done to protect me as my car from a company who damaged my car and did not provide services I paid for ? 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in to get an oil change and your technicians ha e damaged my oil pan!!! I can't even leave! The manager is trying to blame me saying the car has alot of miles and it's my fault!! This is corruption ! If there was an issue with the oil pan yous houldbe have dis the work. Now I have to figure out how to get a rental, pick my children up and get around because you have DAMAGED my car!!! This is not going to work I need someone to call me ASAP.

  Business response

  03/06/2024

  The damage to the oil pan is due to years of oil changes that have stretched the threads in the oil pan. We have offered to help the customer by covering the labor if the customer buys the oil pan. This is the resolution offered. Our technicians did not cause this condition.

  Customer response

  03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: There was actually nothing wrong with the oil pan, the Midas techs just didn't have a clue about what they were doing.  A person my husband knew who was delivering parts to Midas,  who worked at the GM dealer, just so happen to come in the mist of this debacle and he was able to fix the problem in less then 2 minutes. Its obvious the Midas techs don't know what they're doing and the business will not take responsibility for there errors. After the person my husband knew fixed the issue that Midas was unwilling to and created, he over heard the manager at Midas talking to the operations manager and he told him that the problem had been fixed and that he was going to call me. My husband heard Midas operations manager say "don't call her and tell her nothing!...you better not call her" This Just shows you how grossly corrupt and unprofessional this company is. There was another lady there who suffered engine damage from them and she was arguing with them yesterday too , and they were unwillingly to help her fix her problem they created as well. I will tell everyone I know about this and my experience and I will NEVER I mean never do business with Midas again! I will take my car to the dealer, its a little bit more but they have trained techs who will not tear up your car and they stand behind their work unlike Midas. I hate that I didn't visit this BBB profile before going I would have never dealt with them! The complaints can corroborate my statements, in how they are harsh to their customers and refuse to take responsibility when issues arrive. 
  
  Sincerely,
  
  ****** ******

  Business response

  03/07/2024

  This customer is borderline slandering & defaming our company with their incorrect claims and attempting to market competitors using the BBB platform. It is so pitiful for a customer to try and extort free repairs, which are not our company's fault, and when they are unsuccessful - that same customer tries to defame our company & reputation of investing in our communities as a local family company. We will protect our brand, our teammates, and our customer's by defending or persecuting these false claims, if we must. The customer claiming someone repairs their vehicle in 2 minutes is not true either. If someone "fixed" this problem within a couple minutes, then the only way that could have happened is installing an "oversized drainplug" in the oil pan. That is NOT the proper fix, and we will not do this type of incorrect repair on a customer's vehicle, no matter what they want to say hiding behind a keyboard. We offered a fair option for the customer to have the proper repair done to their vehicle, which was a repair based on normal wear & tear to the car due to age. We sympathize with the customer's situation, but do not accept their false claims to try and gain free repairs. We are happy to encourage the customer to use whichever other repair facility they would like now that is sounds there is an incorrect oversized drainplug potentially installed in this vehicle and should not have been done in our opinion.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a formal complaint with Midas that they were not communicating what was going on, it was taking so long to get the diagnosis. They used a towing service in town that I was not comfortable with, my Hindu nationalist (he abandoned me)-need annulment -husband uses, and because I made a formal complaint they called my dad again. The store manager called me a child and now it has forced me to have an anxiety attack and I’m going to therapy next week. Threatening that they don’t want to do work on the truck because I made a complaint.

  Business response

  02/05/2024

  Upon inspecting the vehicle, we identified an issue with the transmission, necessitating a replacement. As we awaited parts availability and pricing, we made efforts to keep **** ********* and her father informed through separate phone calls. On Thursday, 2/1, Ms. ********* reached out for an update, and during our conversation, there was a misunderstanding, and it became challenging.
  
  
  While attempting to explain the situation, the conversation escalated, and regrettably, it became necessary to end the call due to Ms. *********'s aggressive language and behavior. Subsequently, we informed her father of the incident and decided, regrettably, that we could not proceed with servicing the vehicle given the circumstances.
  
  
  We understand this may have caused frustration and apologize for any distress. Our commitment is to provide excellent service, and customer satisfaction.
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for repairs by Midas at 1875 Sam Rittenberg, Charleston SC to my vehicle that were irrelevant to the problem for which it was brought in for (rattling sound when car is driving). The car was brought in for service in late December 2023. Initially, the mechanic thought it was a loose bolt on the muffler and took care of the problem. I asked while the car was still there to have an oil change and tire rotation done. The tire rotation did not seem to have been done, which will be explained shortly. The rattling sound was not corrected and the car was returned . The mechanic would misdiagnosethe problem a couple more times, including an expensive repair (replaced motor mounts) that did nothing to solve the problem. After three attempts to repair the car and again incorrectly making another diagnosis, a bad drive shaft, which would be an even more costly repair, I took the car to another shop, where they found the problem was simply a loose rim and only needed the lug nuts tightened. The only shop that had worked on the car before this happened was Midas, when an oil change and tire rotation was done in June of 2023. Had the tires been rotated as requested in December, the mechanic should have realized the rim was loose and could have solved the issue without resorting to more repairs. It seems Midas did not tighten the lug nuts properly then, which led to the problem I brought the car in for in December. I spoke with the shop manager about this and suggested I should be refunded, to which he seemed to agree with. However, this was overruled by his regional manager. I was given excuses for not getting a refund but was offered store credit, which I refused. Midas had demonstrated incompetence with working on my car and I did not want to have any more work done there. Furthermore, I felt the company was enabling and encouraging its crew to perform unnecessary repairs and was never offered an apology for the trouble I had been through.

  Business response

  01/22/2024

  The vehicle is 15 years old and had the original motor mounts. The customer admitted the mounts were indeed original to the vehicle. With the engine excessively moving forward and backward it was a required replacement to ensure the safety and reliability of the vehicle. Engine & transmission mounts do not last forever as the customer is claiming. The average life of Honda CRV mounts is around 75,000-100,000 miles and at best 10 years due to the rubber determination and strain on the mounts each time the vehicle is put into each gear. 

  The customer was informed of the condition of the mounts and made a educated approval to have them replaced. 

  The customer had a competitor state the wheel was loose after a service more then six months ago is simply another company trying to tarnish our reputation. 

   

  Demanding a refund on the replacement of a required worn part is unreasonable and unjustified.

  Customer response

  01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The reason for which the car was brought in for repairs was not addressed properly.  The mechanics were unable to diagnose the problem several times.  The recommendation to replace the motor mounts was accepted because it was determined to be the source of the problem for which the car was being repaired.  Ultimately, this repair was irrelevant to the problem.  Had the mechanic taken simples measure to examine the vehicle, the problem should have been easily resolved.  The crew neglected to perform a tire rotation as requested on the first visit, in which they should have noticed a wheel was loose, which was the cause of the problem.  It seems the car was not test driven before or after being worked on, which should have shown the repairs performed were not the issue. The complaint here is about the repair that was done that did NOTHING to fix the problem for which the car was brought in for service. After paying over $1,000 for repairs that did nothing to fix the problem, the car was taken to a different shop, where they found the problem to be lug nuts that were not tightened properly, from the same Midas shop from when a tire rotation was done several months ago.  The competitor did not do or say anything to tarnish Midas' reputation.  The incompetence of Midas' crew did that.  It is unfortunate that things have transpired as they have.  This shop had great service not long ago.  However, with different crew members, the performance of the Midas shop has declined greatly, with the new shop manager even telling me he was brought in to " clean things up".  It is even more disappointing to see the corporate management sticking up for the poor performance of their mechanics.  

   

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

  Business response

  01/24/2024

  The approved and now properly functioning mounts had to be changed in accordance to the Motorist Assurance Program (MAP) reasons of required replacement standards:  A – Part no longer performs intended purpose. Customer was shown the condition of the mounts and educated on why they had to be replaced to ensure the safety and reliability of his vehicle. 

  The competitor making the claim of improper wheel torque is hearsay and the customers claim of his wheel being loose for multiple months is simply speculation based on what a competitor told him. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 13, 2023, I took my 2012 Chevrolet Suburban into the Midas facility located at 3845 SW Archer Road in Gainesville for service. I was having problems with fueling the vehicle in that after placing about 2 gallons into the tank, it would suddenly shut off the pump (as though it was full) and become very hard to fill thereafter. They determined vapor canister was defective and needed replaced which I agreed to have done for $969.48. After they completed the repair, I went to the local gas station and the problem was still there. I immediately returned to Midas, where I was asked to return the next morning. The next day I returned, to have the vehicle fixed under warranty and was told they checked the vapor canister and all of the vent tubes and they were okay. I was told I would have to replace the gas tank which they could not do. They told me they had made the proper repairs and could not help me further. I then took the vehicle to ****smith Auto in Gainesville. He found that the vapor canister had been improperly installed causing damage to the canister. He also found a clogged vent tube. After replacing the canister again and having the tube replaced at a cost of $714.62, the vehicle has not given any further problems. At this point, I asked the manager at Midas to refund my money which he refused. A demand letter was sent by my attorney which they ignored. My next action will be filing in small claims court for the original amount I paid since the work was done improperly, warranty repair was refused (as they stated there was nothing else they could do) and had to be redone by another repair center. Unless I hear something from Midas, I will be filing this action in court the 1st of November. Attached is a copy of the letter from my attorney, the invoice from both Midas and ****smith.

  Business response

  12/21/2023

   We appreciate the opportunity to address the issues raised regarding the service provided on July 13, 2023.
  Our certified automotive technician identified and replaced the faulty Vapor Canister, as authorized by Mr. ****. Following the replacement, the system was re-tested, revealing no additional faults.
  Regrettably, we have no documented record of Mr. ****'s visit the next day. We also have no problem performing warranty work, if we have the proper evidence a warranty service is required. If there is no evidence of this, then we cannot perform the warranty just from a request. If the customer was informed by Midas to consult the dealer for an issue with an obsolete part, we did not receive further communication until the receipt of a lawyer's letter demanding a refund.
  Midas takes pride in our warranties, offering a 90-day nationwide parts and labor guarantee. Had Mr. **** contacted us upon the diagnosis by another facility, we could have addressed the issue under this warranty, at no cost to him. Unfortunately, we were not given the opportunity to apply our warranty before receiving the refund demand letter.
  We value customer satisfaction and fairness in our dealings, and we remain committed to resolving this matter amicably. However, the customer did not provide the level of communications, as he has alluded to in this complaint until the warranty period was far past the time granted.

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