Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@comcast.net
Mr*** agreed that he wanted us to remove the parts from his car so that when he came in with the parts in the morning
it would be a speedier process to get his vehicle completed..he called back the following day and requested that we put the parts back on due to the fact that he could not find the parts himself...which states the fact that he did not misunderstand *** the manager about removing the partswe said fine but he would still have to pay the full amount of labor to r&r both componentsHe became upset and got heated, however, we did not! He claimed we didn't say that HE WANTED US TO REMOVE THE COMPONENTS and we simply stated the phone calls are recorded so we can always play it back for him to hear..that is far from a threat!!!!!!!!! He decided to let Midas supply the parts and is now complaining that we mislead himWe never want to encounter these battles but when we do we are thankful for our phone service recordingsAT this point there is nothing we can do for Mr ***We will not issue a refund under any circumstaces
Initial Consumer Rebuttal /* (3000, 7, 2015/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like them to listen to the recordings and provide copies of the phone call recordings to be listened to in order to determine what was saidI am not looking for a full refundI am looking for a refund on the additional cost incurred outside of what I could order the parts forI said on the call that I needed to order the parts because no one carries them in the store only in the warehouseI found the parts but could not get them by or like I wanted toThe call recordings will clear everything up
Final Business Response /* (4000, 9, 2015/02/17) */
We stand firm with our decision to not refund Mr *** as stated in our previous response due to the fact that Mr *** agreed to do the service at the price we offeredThank you
Initial Business Response /* (1000, 8, 2014/09/16) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
On Thurs Aug XX XXXX Mr [redacted] came into Midas located at 7501 N Western Chicago Il XXXXX and had many concerns about his car....
We understood his complaints and initiated an inspection. Upon our inspection we found several problems with the vehicle. We then called Mr [redacted] and explained the results of the inspection in great detail. He explained that he loved his car and wanted to fix everything and he also asked to check some other components. He agreed to the price for the extensive repairs and then came into to sign the agreement. we have a copy of the signed agreement. We gave Mr [redacted] a very fair price along with quality parts and expert workmanship. He also has a nationwide guarantee on all part and services. Mr [redacted] came in paid cash and thanked us for working on his car and apologized for taking so long to make the payment as his credit card declined at his first attempt to pay. I would also like to add that we treat all of our customers with fairness and kindness. We make every attempt to go beyond our call of duty to make a trip to the "mechanic shop' a pleasant and fair experience.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID NOT SEE THE CASH DISCOUNT NOR THE SERVICE AGREEMENT THAT WAS ONLY FOR THE BRAKES. I DID NOT RECEIVE THE WRITTEN ESTIMATES FOR THE WHOLE JOB AND DID NOT SIGN THE AGREEMENT FOR ADDITIONAL WORK.
IN ADDITION THE OLD PARTS WERE NOT RETURNED TO ME AS I HAVE INDICATED.
Final Business Response /* (4000, 12, 2014/09/17) */
If u provide us with an email address we will be more than happy to send u a copy of the signed estimate of repairs and another copy of the invoice to show that you paid cash and the discounts that you were given. At this point we will not provide you with any refunds on the services provided.
Initial Business Response /* (1000, 5, 2014/03/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
On Saturday March 8 2014 Ms [redacted] came into our shop and her exhaust was falling off. She wanted and estimate for repair...
and as we raised the vehicle the exhaust fell off as it was only being held on by a half torn rubber hanger. We gave her a price for a front pipe, converter, center pipe and muffler 4 gaskets, 2 clamps and labor for approx 1200.00
She said she could not do it so we were trying to figure a way to get her muffler and center pipe that broke off the converter into her car so she could leave with it. I asked her what she wanted us to do and even offered to take her parts in our shop truck,,, she said she just wanted her car fixed. So I asked her what she could afford and she said said 700.00 I truly thought by giving her that price for the amount of work we were doing, I was doing a good duty. Cuz it was not the price she should have paid. Unfortunately we cannot refund any of Ms [redacted] money. I would like to see an estimate of the service we provided for Ms [redacted] in the amount of 125.00...
Initial Consumer Rebuttal /* (3000, 7, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because, first of all, they did not offer to take my parts in their shop truck. They didn't say anything about that. I wanted them to put my parts inside my car. Second of all, I do not have a new muffler, converter, or anything like that. I've got my original parts back on my car. And also, the front pipe had already been fixed and they even could see that it had been fixed already. So, there was no need to replace the front pipe. What they did was attach a metal piece to keep the muffler in place. For what they did, it was not $700.00 worth. It was only worth $125.00. I feel that I have been taken. Bottom line, to resolve this matter & close this case, I am seeking a settlement refund of $500.00. I am sure that we can come to an agreement, so we can close this case.
Final Business Response /* (4000, 9, 2014/03/13) */
There is a misunderstanding of the service we did to Ms [redacted]'s car....We replaced the front pipe and the converter as stated in the previous response. We gave her a fair price for the work provided. We will not refund any money to Ms [redacted]. We are sincerely sorry for the misunderstanding. If Ms [redacted] would call and get estimates on what we actually did and not what she thinks we did she would be assured that our price and warranty is fair.
Thank you..!
Initial Business Response /* (1000, 5, 2014/02/11) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
Ms. [redacted] came into the shop on 12/26/13 and was told the steering gear was leaking and that the pwr steering pump was making...
noise due to the fact that there was no steering fluid in it. She was informed that we had to repair the leak first and that it was possible that the pump may need to be replaced. After determining that the pump was needed she declined and decided to purchase a steering pump from [redacted] and asked us to install it. We agreed and informed her if we install it there would be NO WARRANTY BECAUSE IT WAS NOT OUR PART. She agreed to have us install it anyway on 1/3/14. The [redacted] pump was defective and was making a loud whining noise. Ms. [redacted] was upset and became irrate and paid and left. She returned on 01/17/14 and wanted an explanation again so we explained the pump was defective again and convinced her to purchase our pump and the noise would go away. She agreed to put our pump on and we discounted the labor. The problem was resolved and she thanked us and we returned her [redacted] pump to her and she returned it. We also fixed her lift gate for free as a courtesy.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If on 12/26/13 Midas told me the power steering was leaking fluid as stated above, why did they replace the rack & pinion steering and not the power steering pump. Invoice# XXXXX dated 12/26/13 with a charge of $802.72
My complaint still stand, why was unecessary work done on 12/26/13 if that was not the problem.
As for the repair of the liftgate this was not done, I have a where I had to take it back to dealer and an auto repair to have it fized.
Final Business Response /* (4000, 9, 2014/02/11) */
We did inform the customer that she had 2 problems, 1st Rack N Pion gear and 2nd Power Steering pump. Customer was informed that she needed to repair the 1st problem to be certain the 2nd problem. Once we did that we confirmed she also had a bad power steering pump, customer declined to repair pump and when customer returned we tried to help her by installing her own auto zone purchased part, this turned out to be a bad idea as the customers part was defective. After we installed our own pump, the problem was solved .
Bottom line is we found 2 problems with the car and the customer wanted to only fix one at a time, which is how we proceeded.
Final Consumer Response /* (4200, 11, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a copy of the written document dated 12/26/13 where at no point the powering steering pump was mentioned. The total estimate quoted was $2816.61 estiamte# XXXXXXXXXfor the following:
direct fit converter $1679.96
rack & pinion $829.99
front oxygen sensor $99.99
I elected to purchase my converter from [redacted] so the invoice for this visit #XXXXX was only for the rack & pinion that I purchased their part and had repair cost $802.71
I took vehicle back on 1/3/14 and had them install the powering steering pump & converted that I purchased at [redacted] invoice# XXXXX total $555.41
The noise persisted so I took vehicle to the dealer where we saw the new power steering pump was leaking and they advised me to take it back to whomever did the initial repair. I immediately took the vehicle back on 1/17/13 invoice# XXXXX and I was told the part was faulty and that I should haev purchased their part. I did at that point and paid $229.32
It is very clear from the back and forth that Midas is not being truthful at this point.
Initial Business Response /* (1000, 8, 2014/03/03) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
On Jan. XX XXXX Midas on Western performed an oil change on Mr [redacted]'s 2006 Saturn Ion. He requested a tire rotation on the...
left side only. Upon inspection of the vehicle we found that the wheel lock key was damaged and welded back together. We informed Mr [redacted] of our findings and that it would be impossible to rotate the wheels without the wheel lock key. He understood and we did not do the tire rotation. We informed him that he could possibly purchase a new key at discount tire. He nodded and said thanks. We completed the oil change and said if he finds a new wheel lock key that we would rotate the tires for free on his next visit. We sympathize with Mr [redacted], however when he left our shop the wheels were in the same condition as he came in. We did not remove any lugnuts. He claims we left the wheel lose and yet he drove 100 highway miles, which in my professional opinion would be impossible. We will not take any responsibility for Mr [redacted]'s accident as we were not the cause. A
Initial Consumer Rebuttal /* (3000, 10, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is accurate that the wheel lock key was previously broken, it was in fact welded back together and was in perfect working condition when I arrived at Midas. The mechanic very clearly stated to myself and the gentlemen working the front desk (not [redacted]) that the key broke while attempting to remove the lug nuts.
Additionally, I am unsure where or how it has been determined that I drove any amount of miles between the time that they loosened my lug nuts and the time the wheel came off. No one ever asked me how far I had driven, nor did I ever inform anyone of how far I drove between these two occurrences. This is just the latest lie amongst several that include the claim of video surveillance (which Midas cannot produce) and the basis of this situation that they did not loosen the lug nuts which the mechanic stated he had been doing when the key broke. It should also be noted that I was never made aware that I could have a free tire rotation once I got a new wheel lock key. This appears to be a feeble attempt to salvage any resemblance of customer service on the part of Midas and it's management team. All of these lies by Midas and their management team point to an obvious cover up for their negligent service. Couple the lies with the atrocious customer service that my step-father and I have received ([redacted] hanging up on the customer numerous times) from the management at Midas and it becomes clear that this is how this business is run and operated and it is beyond unsatisfactory.
I will restate that this issue is not resolved, nor will it be until Midas reimburses me $467.05 for the cost of repairs and towing that resulted from their negligent service of my vehicle.
Final Consumer Response /* (450, 14, 2014/03/13) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
At this point in time, [redacted] (business owner) has reimbursed me $467.05 for expenses incurred after the negligent service received at this Midas location. While it did take quite some time to get a resolution, I do appreciate him finally clearing things up. With that said, it should still be noted that the customer service received from [redacted] was unprofessional to an extreme and I sincerely hope that appropriate measures have been taken to prevent a similar incident from happening again with another customer.
Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@comcast.net
Mr*** agreed that he wanted us to remove the parts from his car so that when he came in with the parts in the morning
it would be a speedier process to get his vehicle completed..he called back the following day and requested that we put the parts back on due to the fact that he could not find the parts himself...which states the fact that he did not misunderstand *** the manager about removing the partswe said fine but he would still have to pay the full amount of labor to r&r both componentsHe became upset and got heated, however, we did not! He claimed we didn't say that HE WANTED US TO REMOVE THE COMPONENTS and we simply stated the phone calls are recorded so we can always play it back for him to hear..that is far from a threat!!!!!!!!! He decided to let Midas supply the parts and is now complaining that we mislead himWe never want to encounter these battles but when we do we are thankful for our phone service recordingsAT this point there is nothing we can do for Mr ***We will not issue a refund under any circumstaces
Initial Consumer Rebuttal /* (3000, 7, 2015/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like them to listen to the recordings and provide copies of the phone call recordings to be listened to in order to determine what was saidI am not looking for a full refundI am looking for a refund on the additional cost incurred outside of what I could order the parts forI said on the call that I needed to order the parts because no one carries them in the store only in the warehouseI found the parts but could not get them by or like I wanted toThe call recordings will clear everything up
Final Business Response /* (4000, 9, 2015/02/17) */
We stand firm with our decision to not refund Mr *** as stated in our previous response due to the fact that Mr *** agreed to do the service at the price we offeredThank you
Initial Business Response /* (1000, 8, 2014/09/16) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
On Thurs Aug XX XXXX Mr [redacted] came into Midas located at 7501 N Western Chicago Il XXXXX and had many concerns about his car....
We understood his complaints and initiated an inspection. Upon our inspection we found several problems with the vehicle. We then called Mr [redacted] and explained the results of the inspection in great detail. He explained that he loved his car and wanted to fix everything and he also asked to check some other components. He agreed to the price for the extensive repairs and then came into to sign the agreement. we have a copy of the signed agreement. We gave Mr [redacted] a very fair price along with quality parts and expert workmanship. He also has a nationwide guarantee on all part and services. Mr [redacted] came in paid cash and thanked us for working on his car and apologized for taking so long to make the payment as his credit card declined at his first attempt to pay. I would also like to add that we treat all of our customers with fairness and kindness. We make every attempt to go beyond our call of duty to make a trip to the "mechanic shop' a pleasant and fair experience.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID NOT SEE THE CASH DISCOUNT NOR THE SERVICE AGREEMENT THAT WAS ONLY FOR THE BRAKES. I DID NOT RECEIVE THE WRITTEN ESTIMATES FOR THE WHOLE JOB AND DID NOT SIGN THE AGREEMENT FOR ADDITIONAL WORK.
IN ADDITION THE OLD PARTS WERE NOT RETURNED TO ME AS I HAVE INDICATED.
Final Business Response /* (4000, 12, 2014/09/17) */
If u provide us with an email address we will be more than happy to send u a copy of the signed estimate of repairs and another copy of the invoice to show that you paid cash and the discounts that you were given. At this point we will not provide you with any refunds on the services provided.
Initial Business Response /* (1000, 5, 2014/03/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
On Saturday March 8 2014 Ms [redacted] came into our shop and her exhaust was falling off. She wanted and estimate for repair...
and as we raised the vehicle the exhaust fell off as it was only being held on by a half torn rubber hanger. We gave her a price for a front pipe, converter, center pipe and muffler 4 gaskets, 2 clamps and labor for approx 1200.00
She said she could not do it so we were trying to figure a way to get her muffler and center pipe that broke off the converter into her car so she could leave with it. I asked her what she wanted us to do and even offered to take her parts in our shop truck,,, she said she just wanted her car fixed. So I asked her what she could afford and she said said 700.00 I truly thought by giving her that price for the amount of work we were doing, I was doing a good duty. Cuz it was not the price she should have paid. Unfortunately we cannot refund any of Ms [redacted] money. I would like to see an estimate of the service we provided for Ms [redacted] in the amount of 125.00...
Initial Consumer Rebuttal /* (3000, 7, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because, first of all, they did not offer to take my parts in their shop truck. They didn't say anything about that. I wanted them to put my parts inside my car. Second of all, I do not have a new muffler, converter, or anything like that. I've got my original parts back on my car. And also, the front pipe had already been fixed and they even could see that it had been fixed already. So, there was no need to replace the front pipe. What they did was attach a metal piece to keep the muffler in place. For what they did, it was not $700.00 worth. It was only worth $125.00. I feel that I have been taken. Bottom line, to resolve this matter & close this case, I am seeking a settlement refund of $500.00. I am sure that we can come to an agreement, so we can close this case.
Final Business Response /* (4000, 9, 2014/03/13) */
There is a misunderstanding of the service we did to Ms [redacted]'s car....We replaced the front pipe and the converter as stated in the previous response. We gave her a fair price for the work provided. We will not refund any money to Ms [redacted]. We are sincerely sorry for the misunderstanding. If Ms [redacted] would call and get estimates on what we actually did and not what she thinks we did she would be assured that our price and warranty is fair.
Thank you..!
Initial Business Response /* (1000, 5, 2014/02/11) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
Ms. [redacted] came into the shop on 12/26/13 and was told the steering gear was leaking and that the pwr steering pump was making...
noise due to the fact that there was no steering fluid in it. She was informed that we had to repair the leak first and that it was possible that the pump may need to be replaced. After determining that the pump was needed she declined and decided to purchase a steering pump from [redacted] and asked us to install it. We agreed and informed her if we install it there would be NO WARRANTY BECAUSE IT WAS NOT OUR PART. She agreed to have us install it anyway on 1/3/14. The [redacted] pump was defective and was making a loud whining noise. Ms. [redacted] was upset and became irrate and paid and left. She returned on 01/17/14 and wanted an explanation again so we explained the pump was defective again and convinced her to purchase our pump and the noise would go away. She agreed to put our pump on and we discounted the labor. The problem was resolved and she thanked us and we returned her [redacted] pump to her and she returned it. We also fixed her lift gate for free as a courtesy.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If on 12/26/13 Midas told me the power steering was leaking fluid as stated above, why did they replace the rack & pinion steering and not the power steering pump. Invoice# XXXXX dated 12/26/13 with a charge of $802.72
My complaint still stand, why was unecessary work done on 12/26/13 if that was not the problem.
As for the repair of the liftgate this was not done, I have a where I had to take it back to dealer and an auto repair to have it fized.
Final Business Response /* (4000, 9, 2014/02/11) */
We did inform the customer that she had 2 problems, 1st Rack N Pion gear and 2nd Power Steering pump. Customer was informed that she needed to repair the 1st problem to be certain the 2nd problem. Once we did that we confirmed she also had a bad power steering pump, customer declined to repair pump and when customer returned we tried to help her by installing her own auto zone purchased part, this turned out to be a bad idea as the customers part was defective. After we installed our own pump, the problem was solved .
Bottom line is we found 2 problems with the car and the customer wanted to only fix one at a time, which is how we proceeded.
Final Consumer Response /* (4200, 11, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a copy of the written document dated 12/26/13 where at no point the powering steering pump was mentioned. The total estimate quoted was $2816.61 estiamte# XXXXXXXXXfor the following:
direct fit converter $1679.96
rack & pinion $829.99
front oxygen sensor $99.99
I elected to purchase my converter from [redacted] so the invoice for this visit #XXXXX was only for the rack & pinion that I purchased their part and had repair cost $802.71
I took vehicle back on 1/3/14 and had them install the powering steering pump & converted that I purchased at [redacted] invoice# XXXXX total $555.41
The noise persisted so I took vehicle to the dealer where we saw the new power steering pump was leaking and they advised me to take it back to whomever did the initial repair. I immediately took the vehicle back on 1/17/13 invoice# XXXXX and I was told the part was faulty and that I should haev purchased their part. I did at that point and paid $229.32
It is very clear from the back and forth that Midas is not being truthful at this point.
Initial Business Response /* (1000, 8, 2014/03/03) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comcast.net
On Jan. XX XXXX Midas on Western performed an oil change on Mr [redacted]'s 2006 Saturn Ion. He requested a tire rotation on the...
left side only. Upon inspection of the vehicle we found that the wheel lock key was damaged and welded back together. We informed Mr [redacted] of our findings and that it would be impossible to rotate the wheels without the wheel lock key. He understood and we did not do the tire rotation. We informed him that he could possibly purchase a new key at discount tire. He nodded and said thanks. We completed the oil change and said if he finds a new wheel lock key that we would rotate the tires for free on his next visit. We sympathize with Mr [redacted], however when he left our shop the wheels were in the same condition as he came in. We did not remove any lugnuts. He claims we left the wheel lose and yet he drove 100 highway miles, which in my professional opinion would be impossible. We will not take any responsibility for Mr [redacted]'s accident as we were not the cause. A
Initial Consumer Rebuttal /* (3000, 10, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is accurate that the wheel lock key was previously broken, it was in fact welded back together and was in perfect working condition when I arrived at Midas. The mechanic very clearly stated to myself and the gentlemen working the front desk (not [redacted]) that the key broke while attempting to remove the lug nuts.
Additionally, I am unsure where or how it has been determined that I drove any amount of miles between the time that they loosened my lug nuts and the time the wheel came off. No one ever asked me how far I had driven, nor did I ever inform anyone of how far I drove between these two occurrences. This is just the latest lie amongst several that include the claim of video surveillance (which Midas cannot produce) and the basis of this situation that they did not loosen the lug nuts which the mechanic stated he had been doing when the key broke. It should also be noted that I was never made aware that I could have a free tire rotation once I got a new wheel lock key. This appears to be a feeble attempt to salvage any resemblance of customer service on the part of Midas and it's management team. All of these lies by Midas and their management team point to an obvious cover up for their negligent service. Couple the lies with the atrocious customer service that my step-father and I have received ([redacted] hanging up on the customer numerous times) from the management at Midas and it becomes clear that this is how this business is run and operated and it is beyond unsatisfactory.
I will restate that this issue is not resolved, nor will it be until Midas reimburses me $467.05 for the cost of repairs and towing that resulted from their negligent service of my vehicle.
Final Consumer Response /* (450, 14, 2014/03/13) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
At this point in time, [redacted] (business owner) has reimbursed me $467.05 for expenses incurred after the negligent service received at this Midas location. While it did take quite some time to get a resolution, I do appreciate him finally clearing things up. With that said, it should still be noted that the customer service received from [redacted] was unprofessional to an extreme and I sincerely hope that appropriate measures have been taken to prevent a similar incident from happening again with another customer.