Midas

I called Ms [redacted] yesterday spoke with her and resolved her problemThe repairs that were performed was a problem with her brakes system but did not take care of her original repair request Since she still had a problem with the vehicle I will be refunding her money for the repairs that we performed Sincerely [redacted]

When she came in to pick up her car the bill was as quoted When I went to finalize her repair in the computer, it locked up for what ever reason and had to be reset Then all of the numbers changed on the invoice After she left I rebuilt files and found the original quote, and credited all monies back to her This was before she returned to complain I handed her the new copies of the correct invoice and apologized for the inconveince

To Whom It May Concern:This is in response to [redacted] Sr's complaint from 2/9/18.I am the new store manager of this store; this incident occurred prior to my taking over the storeI have interviewed all employees involved with this customer and subsequent repair workIt appears there was a miscommunication between our store and the customerThe day of repair, the customer came to the store just before close to pick up the vehicle; due to the vehicle being equipped with a breathalyzer, which requires the driver to blow into before starting the vehicle, we were unable to inspect the exhaust work just performed until the customer came inUpon vehicle staan exhaust leak was found and quickly repairedThe exhaust system installed was an aftermarket exhaust system provided by the customerThe customer was dissatisfied with the aesthetics of the new exhaustWe went back and forth a few times trying to make the customer happy and install the exhaust system properlyAfter numerous attempts, the customer was still unhappyWe installed the customer's old muffler and issued a $creditHad all the parts been correct, the repair would have been completed in the initial time frame agreed uponMr [redacted] was in our store Tuesday 3/20/with another exhaust leak that we fixed complimentaryNothing was mentioned about the original experienceWe specialize in exhaust work, however, customer exhaust work, especially when the parts are incorrect, typically take longer than a standard repair with OEM partsWe are more than happy to continue doing business with Mr [redacted] and we hope this issue doesn't ruin our relationship.Feel free to contact me with any further questions.-- [redacted] ***Store Manager [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The work that was done was not done right! I have pictures proving that the job was done wrongWhoever did the job used a pair of electrical dykes or linemen's pliers to cut the high pressure line, and a hose clamp was used to hold the hose onto the lineThey only want the car so they can cover their butts because they know it was done wrong!!! The way the other mechanic said its like putting your garden hose onto a fire hose, then opening the fire hoseThe garden hose is either going to blow off or blow up Regards, [redacted] ***

I am rejecting this response because: it is not trueThe brake pedal continued to go to the floor after stopping the carWhen I took it to the dealer, they found a specific valve was stickingMidas DID NOT find this problemMy complaint is also about how I was treated as a customerCondescending attitude and lying to me that car was working properlyDenying and basically telling me I didn't know what I was talking about

First of all, Nissan doesn't manufacture Mass Air Flow SensorsThe mare produced by several vendors and those same vendors also produce for the aftermarketNissan warranty on electrical parts is days and ours is years, so I challenge the quality differenceAs far as Amazon selling it for $100, I'm sure the do and the buy and drop ship directly from the manufacturerWhen we need to buy a part instantly, not wait for it to be shipped, the price goes upOne of our vendors had to buy that from the manufacturer, ship it, and store itOnce we order it they have to pay the guy at the counter to take our order, pay for the building, pay his health insurance and taxesThen they have to pay another person to bring it to usNow we buy it, we have to pay for the manager that helped you, the technician, their vacations, health insurance, workman comp insurance, the scan tool that checked the readings on the MAFSchool and property taxes, the mortgage on a property on Central Ave in AlbanyOh, we also give a $to the food bank of NE NYI'm sure Nissan made money on their $partAs a gesture of goodwill, I will round our offer up to $This will be our last offerWhen you respond back with acceptance, please inform me of a valid address to send the check toI hope this meets with your satisfaction

Complaint: [redacted] I am rejecting this response because:That is not what happened at allThe owner never asked me any information about the other midas, let alone listen to anything else I had to sayI have paperwork and photos from the other midas in Olympia as well as the other shops I ended up having to go to stating the major issues the Medford Midas had neglected to tell me about; and issues caused by their work they didWhich I have no problem providing; I have already provided it for Midas Corporate Sincerely, [redacted]

I spoke with Mrs *** on Tuesday 4/29/at about 10:am she had explained her problems and concerns I asked her to stop at the shop this week to talk more about her problem and try to come up with a solutionMrs *** said she would be coming down at some pointAt this time
I have not heard from her
*** ***

The customer was advised several times that the vehicle had engine damage and it was recomended to take the head off to see what had to be doneInitially the customer was quoted dolars plus tax to take the engine apart to see what had to be done to fix the damageIt was found on initial look
over that the main timing belt was loose and that it had jumped time also the balance shaft belt was brokenthe customer declined this several times stateing that he only wanted the timing belt replacedeven when done and the customer came to pick up the vehicle he was shown how the vehicle ran and was offered that we would take the engine apart for the initial examination estimate to see what was wrongCustomer was informed that we would not charge him the if he let us tear it apartCustomer refused even then to have the vehicle properly repairedIt is unknown if the head can be rebuilt, needs to be replaced, or if there is damage to the pistonswith out the tear down there is no way on knowingOnce again the customer repeatedly declined all recomended repairs and demanded that only the timing belt and oil change be doneAttached is a coppy of the invoice with many notes to this effect

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I did respond to Jeff with Midas and will follow his instruction on how to best handle the Labor Claim process with O'Reilly'sI have been told that I will not be charged any further cost for this process/job that I have already paid in full to MidasI am only asked to be involved in the labor claim process that Midas has asked me to complete and file with O'Riley's.Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,

Mr*** had his vehicle towed in on Jan 6th 2017. He advised us he had an aftermarket warranty, and he was seeking a diagnosis on his vehicle. Upon diagnostic testing, we informed him of a hole in the top of the engine. We advised engine replacement and called the aftermarket
warranty company. They declined coverage for this repair. Mr*** could not afford this repair, and wanted the old engine repaired against our advice. Due to his request, and his authorization, we agreed to do the following work without guarantees. We replaced the intake manifold with a used manifold (too keep the cost down), where the hole was, and tried to start the vehicle. As we figured, the vehicle was still not running properly. Further diagnostics showed the catalytic converter was clogged, which caused the original problem due to back pressure. The vehicle, at this point, would start and run. The engine was making noise. We checked the oil level, which was low, and very dirty. Mr*** car was very overdue for an oil change. We changed the oil and did an engine flush hoping to fix the problem. It somewhat quieted down the engine. We advised Mr*** of the status, and advised him to drive the car and see if the flush worked. Mr*** at this point said he could not afford the repairs we had just done, and asked if we would accept payments. We normally do not offer this, but went ahead and let him anyway. We stored his car on our lot, locked inside, for over a month while he made payments. We did not charge storage, which we could have. After nearly two months he picked up the vehicle. He returned the same day, complaining the engine was making noise, and the oil light was on. The flush didn't work. At this point we again advised engine replacement was the only feasible solution. We took it upon ourselves to call the aftermarket warranty company to see if they could help Mr*** in any way. The warranty company decided to pay half of his cost. We also agreed to give further discount of several hundred dollars off of his bill. Even with these discounts, he did not want to proceed. All of our technicians are ASE certified. We score 100% on secret shoppers thru Midas. We also have an A+ rating on the Revdex.comWe take our client service seriously, and feel we went above and beyond to provide good service to this customer

Complaint: ***I am rejecting this response because:
I did reach out to Midas on Monday, Nov and spoke with manager David B*** He informed me that I would have to speak with Alan B*** about the issue I gave him my number so Mr B*** could call me and we hopefully could get all this resolved
Alan B*** went out of his way to reach me and we finally spoke on Friday, Nov @230pm
Everything that I am about to write, I have already expressed with Mr B*** on the phone I am going to break up this letter with Midas' response in bold and I will be writing underneath what I have to say to their response First, I will start off with the mission statements of both Revdex.com and Midas As you can see, the word 'TRUST' is used several times and that is where I am having my biggest issue, besides that the work was not completed as stated
Revdex.com’s mission is to be the leader in advancing marketplace trust
Midas is committed to earning your trust by providing you with the expertise, value and responsiveness you expectevery time you visit us
Yes, we are a company on the move, motivated by the values that have made us a success: trust, service, reliability and the famous "customer first" commitment that built the Midas brand.
First we want to apologize for any confusion and frustration we may have caused Our goal is to give the customer an accurate assessment of their vehicle so they can make an informed decision as to what repairs, if any, they desire.
I expected and paid for what I thought was an accurate assessment I drove away paying over$more than I had planned and my car was driving worse then when I dropped it off I even denied an additional $more of work that they suggested I do TRUST
The customers Hyundai Santa Fe was brought to us on 10/7/with a request for a “Tire Rotation, Alignment & Synthetic Oil ChangeAfter completing the inspection, we noted the following:
Yes, these are what I requested and of the things were NOT completed At the time, I wasnt even sure if the oil change had even been done since they didnt change the sticker on my window indicating the mileage/date for next oil change Also, where does it say I 'requested' an inspection? I did not Since they did an inspection anyway, why didnt it include asking me questions as to why I think I needed an alignment? TRUST
Check engine light was on and recommended diagnosis
I knew my check engine light was on and was not discussed with me, only written in paperwork Which was fine because not why I came in there
Oil and coolant were low
Yes, oil was low I was there for an oil change
Right Front Lower Control Arm was very loose, and needs to be replaced prior to alignment.
The mechanic took me back into shop to show me the things that needed to be replaced Wiggled some parts as if I knew if they were supposed to do that or not I had asked what would happen if I didnt replace these things and he responded with an answer about cars having their tires buckle while driving Yes, that terrified me
Also noted was a leaking power steering pump, I declinded because they wanted to replace the power steering pump and do a flush for $
and the both cv axles have torn bootsDidnt know if they did or not.
The best tires were already in the rear and as such we didn’t recommend a tire rotation (to prevent over steer) Again, this was not discussed with me
Also noted was that the timing belt is required by Hyundai to be replaced every 60,miles Was also not discussed with me Which is fine because I did not come in for an inspection
This was all noted on her work order and we informed the customer about the needed repairsNot all of the repair work was authorized, but the following was authorized and performed the same day: Did not inform me verbally on the work that I requested but was not completed
? Remanufactured CV Drive Axles What does this mean? Are they used parts? So, I was not told about getting refurbished parts Is that practice?
? Right Front Control Arm
? Front End Alignment Was not completed
? Full Service Oil Change with Synthetic Oil
A copy of the inspection sheet along with documentation of the additional repairs needed but not authorized was given to the customer when the vehicle was picked up
I returned to the Midas store on Nov to get a copy of the work orders that I had signed verifying my authorization for work and for disposal of used partsThe signed copy could not be provided at the timeMy paperwork says that 'I wished to discard old parts' I never signed anything for that or was even verbally talked to about it
After receiving this complaint, we initiated an investigation which included review of the work order, inspection sheet, and interview with the ASE Master Certified Technician that performed the work along with the shop manager and service advisor They remember the vehicle despite it being over a month ago, and all were very confident that we did perform the services that we invoiced the customer for
After picking up my car from Midas and it was driving worse than before, I immediately called the shop to tell them my car still wasnt rightI told them it as shaking more and still turning to the rightThey informed me of the year warranty I tried to bring myself to go back there but with physical problems going through cancer treatment, needing my car to make it to my daily radiation treatments and just the fact that I didnt trust that I would receive the truth about my car kept me away
Just as Midas claims to be confident that all the work was preformed, I too did an investigation of my own My friend was in town to help me after another surgery and she was very upset after hearing what happened and took my car to another shop They have proven otherwise through their inspections They can be contacted at:
*** *** *** *** *** *** *** *** Shop Manager, Nick
First *** asked me what the problem was and I told them that I had gone into Midas for an oil change, tire rotation and alignment I told them my car was driving worse They asked in what ways, I explained the shaking and steering to the right They also asked if it was all the time or only when I brakeI explained, all the time They took it for a test drive then took into the shop to inspect They found that the vehicle shakes at low and high sppeds and pulls to the rightThey also said that my tires had not been rotated nor was an alignment preformed They said there were not any wrench marks to show otherwise They balanced and rotated tires, found a bent rim and put in the back After rotation shake went away and recommended front end alignmentAnother question I have for Midas is, since they did such a through inspection of my car and tires, how come they didnt notice the bent rim?
They also did a comparison of prices off all the work performed at Midas and what it would have cost at their shop Midas cost $*** would have cost $ I do have that in writing too, that is if I did indeed need that other work performed I had to schedule an alignment for the next day as it was too late in the day
After alingment, I asked them to check the power steering pump leak that Midas had suggested I get replaced for $ After their inspection, they said it was just an off track hose, which points to dishonest practices by Midas mechanics With that inspection from ***, it makes me wonder if ANY of those other parts that Midas said needed to be replaced was even necessary?? Was something loose? Was it just one piece that needed to be replaced or was it the entire thing? You could see why I questioned Midas' practices TRUST
We would like to offer the customer to come to the shop at her convenience so that we can show her the work that was performed and answer any questions she may have While over a month has passed since we performed the work, there is a parts and labor warranty on any service that we have performed If there is an issue with a part or workmanship, Midas will absolutely remedy the situation at any Midas Alaska location
I don't trust Midas enough to bring my car back into their shop.
It is difficult to address what the other shop is saying without having specifics and looking at the vehicle We will absolutely honor our warranty as mentioned above, but to do so, we do need to inspect the vehicle
You can contact *** Automotive and ask them about their inspection or if they could fax you the paperwork on my car *** also did a free diagnostic about why my engine light was on
We do apologize for the employee that that stopped by the customer’s residence She did so in good faith, and she has been counseled about this situation and understands that it should not be done
After the mechanic at Midas took me into the shop and showed me all that I needed to have fixed and I feared if I didnt have these things taken care of, that I would be stranded on the side of the road Having been sick and weak from chemo and daily radiation treaments, I was to tired to take my car anywhere else for a second opinionI was so stressed about the price and that I was being ripped off, that I cried the whole way to my apartment as the employee drove me to my residence as my car was being repaired I told the employee that I really felt in my gut that was being taken advantage of and that it all just didnt feel right Making matters worse, was that I havent been working since May with all the surgeries and treatments and being ill The employee also had to come pick me back up to take me to my radiation since my car was not ready, something about getting the wrong parts
I ran into this employee at a stop light and told them that my car still wasnt fixed but I was too stressed and too tired to have it taken care ofI also started to pick up a few shifts at work so defiinitely no energy to deal with it One day my door bell rang, and the employee was standing there with another friend I said I was busy and I had to get ready for work Before I could close the door, the friend grabbed my arm and wanted to read me scripture I am a nice person and did not want to be offensive so I listenedThey handed me pamphlet about their religion and I closed the door On another occasion, after I just came home from the hospital from surgery, there was an envelope at my door from the employee and their friend It read, " Sorry, We all have the flu, dont need you ill" Inside was card from them and more reading material about their religion Now, to me its not about the religion, it's about the fact that I didnt not invite the employee nor their friend to my residence, did not ask to be read scripture to, prayed for, or by any means leave their germs for me in any way Most people realise that you can tranfer germs without actually touching the person so I really didnt appreciate that gesture having just got home from the hospital
So as you say that it was all done in good faith, I believe it is not a trustworthy business practice and is a blatant violation of professional ethics and my privacy If she REALLY wanted to help me in good faith, it would have included her going to her employer to inform them that I needed help with my vehicle still THAT would have helped me the most TRUST
In closing, we will absolutely honor our warranty, re-inspect the vehicle with her watching, but we are not willing to refund the invoice based on what we have learned in our investigation of this matter.
The lack of communiction from Midas about work that I asked to be preformed but was not, the inspection and findings from the other mechanics, my lack of written authorization on invoices, violation of my privacy, are all reasons to why I do not want ot go back to Midas The trust has been broken.
I have spoken with Mr B*** on how I would like to settle this issue He said he had to think about it for a few days and discuss with his partner, which I agreed to I told Mr B*** that this has been the only site that I have informed of my displeasure with Midas and will hold off until I hear from him again I would love to resolve this as soon as possible and appreciate him talking to me today
Sincerely,*** ***

To respond to this is the work was completed the time before the bearing went bad we had to replace the spindle went bad I ordered and it took some time to get the replacement part Justin wanted to go with uses parts and not oem parts that's way it took so long to get I done the very best I could
for Justin and as soon as I got the part we installed a new bearing I took the car on a test drive and the car drive just fine

Dear Revdex.com: The Midas location at Quaker Rd Queensbury NY, prides itself as being the Automotive Service professional leader in the areaMidas for years and this location for years, have not only been known for their work, but also their wordThe Customer arrived at
approximately 4:40pm on July 14th We only schedule on the 1/hours and on the hours, so either he was mins early or minutes late, but either way we always try to accommodate the customerHe states in his response that it took hours for the service, which is not the caseItem #clearly shows that vehicle intake was a 4:46pm and that payment for the service was at 6:01pmas clearly shown on item #The service included the oil change, point courtesy check and reviewing the courtesy check findings with the customer in the shopSo the time the service took is not unreasonableThe customer also states that he had a coupon for a $oil change and was charged $The customer has omitted that the coupon is for $oil change (up to quarts) or $off high mileage/full Synthetic oil changeWhen the customer arrived at out counter he was given choices for oil changesOur staff suggested for his Ford with 141,miles on it that it would be beneficial to use a high mileage oil changeAs clearly shown on (item 1) thecustomer signed the estimate agreeing to the $which included the $off for his coupon and the extra quart of oil that his vehicle requiresCustomer also states that oil filter was never changed, as you can see on (item 1) our technician wrote down the oil filter number that he usedIf customer would like to return to our facility, we could verify that, and if it wasn't changed, we would redo the service at no chargeI would also like to point out at this time, that customer never contacted us with his complaint or concerns, and without chance of a dialogue, files this erroneous Revdex.com complaintWe reviewed the courtesy check with him (item #2) showing our findings to include: check engine light, abs warning light, play in clutch, looked like OE plugs/wires, axle seal leaking, loose ball joints, broken tail pipe, and broken LR spring shackleCustomer in complaint states "during being serviced here my left rear spring shackle got broke" even though when we showed it to him on our courtesy check findings (Item 2), he never made any claim of damage to the technicianAfter the reviewing the courtesy check in the bay with the customer, our manager wrote up an estimate of repairs and presented to the customerHe stated that he bought his truck from a friend and he would have him fix the issuesHe never challenged the manager that we broke his vehicleBeing automotive experts and seeing cars a year at this location, we are familiar with the shackles rusting (salts and chlorides on the roads promote this), the metal deteriorates and part failure happens ***, one supplier in the area had available locally, available within a day, and over available within days (Item 5)That's just vendorThis has been a Ford problem for yearsIn summary, the customer's oil change was performed in a reasonable timeHis coupon was applied properly after he made his oil change selection and authorized the work by signature (meeting of the minds)He never called us directly to let us know in his belief that the oil filter was never changed (we would have invited him down to verify and correct if necessary)The shackle, that he claims Midas broke, was presented by our technician, and by our manager and never once were we accused ofbreaking the shackle until his complaintIn our expert opinion the shackle was rusted and weakened causing the failure and this is common with his vehicle, as the vast supply of parts demonstrateAs always, we value our reputation and have the highest desire to be the industry leader for the future to comeSo thank you for this forum to set the record straight. Respectfully, *** *** VP of Operations, KSG Midas

Initial Business Response /* (1000, 6, 2015/08/18) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sbcglobal.net
August 18,
To Whom It May Concern:
*** states her engine was damaged due to the oil being over filled and the oil cap
being left off, according to her this problem occurred months agowe don't know what is causing the check engine light to come on, this could be hundreds of different problems not related to an oil changeShe had her oil changed in July which was according to her timeline after the oil cap was left offThis vehicle has over 250,miles on it, without a proper diagnosis on why the light is on we cant say what damage if any has been done related to the oil changeShe didn't have a problem when she returned in July to have another oil change done by our companyI would be willing to refund her the amount for the oil cap and perform a diagnostic analysis to determine what code is causing the check engine light to be on
Sincerely,
*** ** ***
Owner

*** came into my shop with a broken door handle on her vehicle for an oil change and watched the tech lift her door handle and it came off in his hand with the zip tie on it that she had attached and she had locked the door when she came in so she could watch the handle come off in the techs
hand! She told me that yes the handle was broken of when she came in but we broke it again so she wanted it repaired at no charge??????? She called our corporate office and when I responded they thought I was being generous to say I would install a handle if she got one. Thanks *** ***

Initial Business Response /* (1000, 5, 2015/05/27) */
Contact Name and Title: *** ***, owner
Contact Phone: XXX-XXX-XXXX
Mr*** dropped off his truck and I gave him a ride home in our courtesy shuttle and he told me what a great job we had done on his brake job a few months ago on
his carUpon returning to the shop my technician spent minutes diagnosing the defrost issuePrior to dropping off his vehicle Mr*** had started taking apart components in the dash to try and fix his defrost problemAfter realizing how much of the dash that the customer had taken apart we decided to have the customer take it to the dealer for service and we did not charge him for our time spentWhile in we also repaired a washer hose that was broken near the batteryThe truck also needed a washer nozzle on the passenger side which is why we didn't charge the customer for the hose we fixedWhen Mr*** called and asked for a refund of his oil change I apologized for forgetting the tire rotation and told him to bring it back and we would rotate the tiresI don't feel as though we owe a refund after repairing the washer hose for free and spending time looking at the defrost issue that he had taken apart prior to arrivalAfter doing what he though was a great job on his last brake job and not charging for our time I'm not sure why he wouldn't let us rotate his tires
*** ***

-We, inspected the vehicle seen that the master cylinder seal was blown, so we repaired the damaged part, The valves was intermittenly stickingWe even bled the brakes abs system with the scan tool vehicle left in a condition

Complaint: ***
I am rejecting this response because:I went to Midas and talked to ***, and he didn't want to do anything for meHe just wanted to complain about the other companies that I went to for help* *** was very rude, and made me very upsetI left crying
Sincerely,
***