Midas

The Revdex.com was informed by [redacted] that this matter has been resolved with the consumer.

This customer's vehicle has never been road tested by our shop as the only services that have been performed were oil changes and a coolant flush, which do not require a road test.  The only way we could have known that the wheel bearings were going bad was if the customer advised us she heard...

a noise or we heard the noise upon a road test.  When the wheel bearings were so badly worn, the noise produced could be heard at a speed of under 5mph (which is the speed at which a vehicle is driven in a parking lot, into a repair bay and onto a lift).  This customer was in 4 times previous to our estimate of 6/5/15 and never once advised us of any issues with the vehicle.  Customer stated to me in a phone call today that she had heard the noise for the last year, but never said anything because she assumed it was just her tires (which she had replaced a year ago at a different repair facility).  Customer agrees she should have made us aware of the noise during her previous visits and agrees that we are not responsible.[redacted] OwnerMidas Auto Service Experts

Complaint: [redacted]I am rejecting this response because: I was told specifically I had ONE MONTH from the date of inspection, they said I could last without a transmission flush, they said it wouldn't hurt it, they said nothing about letting it go would cause my vehicle to die on me. So they need to rectify their mistake either by fixing it, or replacing my vehicle.Sincerely,[redacted]

We apologized for any misunderstandings and refunded him $[redacted] for his inconveniences.

I am responding to your letter dated Jan, 4th 2017. Regarding Midas  assigned ID [redacted] (21722574). My original complaint dated 12/1/ 16.  Your company requested a response with-in 6 days. That is impossible as it  takes 2-3 days to mail and 2-3 days to mail back. Not considering the fact  that I do not go to my P.O. Box daily. I just received this today.  In response to Brian's response. He goes on and defends his business etc.  He is not addressing the personal complaints that I attempted to address  with him in person. Twice I went to his office upon his request to discuss  my concerns. He never read my letter that was documented with dates and  repeating what I had wrote. He admitted that he just skimmed over it. That made me feel that there was no concern for me. Two days I went to try and remedy these issues and concerns. He first  agreed to give me back the money for the 2"d attempt at replacing a sway bar link. I know for a fact that the drivers side was never replaced even though I paid for it. I have a friend who is a mechanic and agreed that it wasn't replaced as I was told it was needed. In addition to that I complained toJason (acting manager) and he blew it off and confronted the mechanic Paul. He swore up and down that he replaced it. Yeah .. . perhaps the passenger side previously. I then had it replaced and was charged for it . Most companies would not have charged me to keep my business. As this was not fare to me. Then as I stated I paid for spark plugs and brought them in to be replaced. Jason told me they were going to cost $12 something each. So I purchasedthem else where. I requested that the save the old ones. Rusty dry and old plugs were put in the boxes. There was no way any car would have ran period .... if they were in any vehicle. Usually plugs are wet on the tip from oil. That made me question whether they were even put in, as it cost $100. And my car still ran the same. My other concern was CJ putting a gob of dust on top of the air filter to show me that it needed to be replaced. It's as though he wipe a counter clean from dust and placed it on top to convince me of the need. It wasn't necessary! CJ also at another time came to me to tell me that I needed to replace a belt as he proceeded to show me that it was cracked. I found this to be a bit extreme as it takes time to take a belt off. Who goes through all that? Usually a mechanic would invite you into the bay to show you, not take the time to take it off and have to put it back on if I chose not to replaceit . Which I did decline. I felt that was suspicious. Yet again .... I went to have an inspection done I was told by Jason that they would do half that day and to come back the next day to finish it. Who doe4s that. I gave them the benefit of the doubt and went back the 2nd day only to be told that a mechanic got into an accident. He apologized profusely and repeatedly. I was then asked to come back the 3rd day to finish the inspection. My car was taken into the farthest bay and I witnessed several men/mechanics around my car. Upon taking driving it away from the shop I noticed that it was hard to steer and it was rubbing against something. I continued on to my appointment with concern. My car was not like that before I took it in to the shop. I went back the next day to complain about the steering and Jason AGAIN came up with the statement that when tires are taken off that sometimes it effects the steering. He blew me off and I stood there in disbelief. I left as I was really upset. Does he really think people are that stupid? I didn't have any more money as at the point I felt that my car was tampered with. I had no intention on taking it back there, So I just drove it. It did eventually loosen up but I was later told that the Intermediate shaft needed to be replaced. I later had it repaired elsewhere. My friend said that he never heard of this going bad on aCol bolt. I strongly feel that if this was addressed when I complained the next day it would have saved me the $270. These are the issues of concern. After spending soooo much time in this shop I really didn't want to go back again. My time is valuable also. Brian did offer for me to come back and go over my car, but it would take a length of time. I am not able to stand or sit around for hours on end. I have physical limitations that make it too difficult to do. At first I was contemplating but I have had no time at all. I had to help my son move, my sister passed away and I am no longer in the area. The reason I returned to this shop was it was convenient as my other mechanic friend was too busy and I only used him for tires and smaller things that didn't take much time. I was happy with the service while Brian was there, but when he had CJ and Jason as acting managers, I found the service to be unsatisfactory and questionable based on my complaints. I gave them the benefit of doubt until I felt they were being dishonest. I finally decided to bring this to Brian's attention. As we had a good rapport. I learned that Brian let Jason go because he did not know how to speak to the customers in a professional manner. I heard that CJ had moved. And Paul who knows. He seemed to have gone along with Jason one day and was accusing me of taking my car across the street to Kost tire. That CJ told them that I went over there and how mechanics talk. What was their point? You just don't speak with customers that way. I can take my car where ever I choose. And I later remembered asking about 4 wheel alignment. Which by the way CJ lied about and told me that they do 4 wheel alignments and they only do 2 wheel.  The constant mishandling of information to and what I consider to be shady was more than enough. I don't know if Brian realized what these guys were doing. I felt as though they got bonuses for making the shop or self ex amounts of money. Especially the managers. I base that on my experiences with them.  I was conflicted about my complaints because of it being Brian's shop, but I feel that disservice has been done to me. When Brian responded the way he did I decided to pursue this avenue. Perhaps Brian feels that his offer is the only solution to this situation, but it is my choice to refuse. The solution should be amicable. If it's about money ... why should I take the loss? Isn't it odd that all three individuals that I spoke about are no longer employed there. I would never falsely accuse anyone of something that they did not do. I believe in justice and when injustice lands at my feet I don't walk away. What's fare is fare! Sorry Brian. I believe in good and fare business ethics. Perhaps Brian you let your employees go but you over looked what transpired with me. Sincerely, [redacted]

I recently contacted this Midas (935 North Central, Medford, OR 97501) to replace the struts on my 2004 Honda Element as well as doing an oil change.Not only did they bend my rock shield on the front driver side rotor (tried to blame the scratching sound on my brakes at first), they bent my rear driver side break line putting in the new strut leaving it rubbing against the tire almost breaking it in half after only a week of driving; they also took 3 1/2 hours longer then they quoted me, and proceed to not do a proper inspection on my car. Neglecting to tell me that my two rear tires were splitting (the rear driver side was a-symmetrical) my two front drive axle boots were nonexistent, my tierod boots were completely torn up, and to top it off the technician didn't do the oil change I asked for (10,000 mile 5-20 synthetic blend) he used the standard 2,000 mile 5-20. When I finally got a hold of the store manager and owner Tom he refused to even listen to my complaints, and was extremely rude. When I mentioned going to small claims court he said "Do It!" then immediately hung up on me.I even tried to go to another Midas in Olympia (108 Northwest Kenyon St., Olympia, WA 98502), they told me about my drive axle boots and my tires saying "my axle could fall apart" then said they only had two hours left until they closed and told me they wouldn't do anything for me and recommended I drive across town to get used tires and go to Les Schwab. I ended up having to go to Les Schwab in Olympia (2825 Capital Mall Dr SW, Olympia, WA 98502), and they were extremely helpful, got us in immediately, and pointed out at least 5 different failed safety features Midas had green lighted originally. (I also have more part photos, but it will only allow me to upload four documents.)

We have worked with Ms. [redacted] to get the defective alternator that she purchased from O'Reilly's warrantied and put in a new vs manufactured alternator. After replacing this, we tested the vehicle and did an extensive test drive and no problems were found, and that the new alternator was...

performing as designed. 
We replaced this at no cost to Ms. [redacted] under a good faith agreement that she would work with us to get the labor claim processed by O'Reilley's and bring us a new alternator that she had warrantied through them. 
We have left several messages for Ms. [redacted] verifying that the vehicle is operating properly and asking for assistance to process the part and labor claim through O'Reilly's as we had discussed.   As of the morning of 8/2/16 we have not heard back. 
We hope that she'll contact Jeff L[redacted] at 279-3600 ext [redacted] to coordinate the items necessary for us to get reimbursed from O'Reilly's.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
Regards,
[redacted]
The Handel was working when I came in and the door opened so there  4 they snapping the rest of the Handel now the door won't ooen at all so yes the broke it all the way off. Also yes the door was locked. I always lock my doors. I don't care if I'm running in the house for two seconds. My cars always locked so I don't no what the hell they are saying by I locked the door. No st I locked it isn't that what people do when they leave there car? Maybe you should train your tech.  To look at the door to see if it's locked before you tank it open. I mean come on now I have a 9 year old that opens the door and never once broke it. The guy was agervated when he was asked to stop a job and do a quick oil change because I had to go to work. Not my fault he yanked it and it broke off IN THERE CARE. If I broke something of there's they would be asking me to fix it so what's the difference?

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I accept all the other parts of the response except the mass airflow sensor part. Midas representative matched prices with Nissan. And the price they got from Nissan is accurate **only for Nissan's original mass airflow sensor**. I would have gladly accepted the price match, if the mass airflow sensor which Midas technicians put into my car were also from Nissan. However, it was not. The mass airflow sensor Midas technician gave me was just a cheap substitute. The brand was Spectra Premium, and the part number was MA159 (I have attached pictures of it to this email). It sells for only $100 on Amazon. If they were to match price, this was the price they should have matched with. Regards,  [redacted]

[redacted] [redacted]
* Hi Madelyn, Thanks for your assistance. I spoke with the customer after...

he had made the Initial complaint. I tried to explain to him that we do not charge but actual time spent on the car but rather a rate based on a labor guide. This is mandated by [redacted] Even more confusing was that we were matching a price that he had shown us from an estimate from one of our competitors. He was fine with this until the vehicle was done in less time than he expected. Typically, customers are thrilled by our ability to have repairs done quicker than most shops. But in this case, not always. I did call him back after investigating the situation and we gave him a partial refund simply because I understood his frustration and appreciate him as a customer and would like him to return for future repairs. He indicated that he was satisfied with this resolution. If you have any other questions, feel free to contact me. Thank you, [redacted]

[redacted]...

[redacted]
Revdex.com:Thank you for responding I understand that the issue at hand has to be looked over by a manager. Please resolve this issue as soon as possible. I know I allowed H. Tyler the manager look over the car at Midas and he told me basically he is not taking responsibility for the issue but I believe if they were the last person that touch my vehicle and it broke down after that they did not do the job right to begin with and also if I had took my car to get the hoses replace in a coolant flush I don't understand why after 2 months I was out of coolant obviously there was some negligence on Midas behalf and if I have to I will proceed forth and involve my lawyer and I also thought it was very unprofessional for H Tyler to ask me to pay for a tow when he insisted I let him look at it which I did 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Midas, (Frank) told me after I picked up the [redacted] from his shop that I would need a new head gasket in the near future. Less then 4 days later, my [redacted] all most over heated. I picked up my car on Thursday, drove it to work, I had problems with the [redacted] when I got to work. I called the shop and Shane walked me through how to deal with the gear shift not coming out of park. I also mention to Shane that the RPM's were running really high. 300 rpm. He advised me to bring the [redacted] back, that it should be a quick fix. I did the next day Friday morning. The shop employee looked over the [redacted], fixed the shifting problem and I was on my way. The next day which was Saturday, I drove my [redacted] around town. I went to play soccer in Silver Springs, shopping at area stores in Germantown, went to a friends house and then to a soccer game near Germantown MD. After the game I went to my car. I turned the key and the [redacted] would not start. I waited a few min. then tried again. The car did start, but was not holding power. I drove around the parking lot for a few min, then drove home. I notice that the car was close to over heating when I pulled it into my drive way. I quickly turned the car off and went into the house. The next morning Sunday, I looked over the engine, could really not make out anything wrong, till I opened my radiator cap, there was no radiator fluid in the radiator. I did not notice any leaks. I filled the radiator with fluid and started the car. I quickly notice a big cloud of white smoke coming from the tail pipe of the car. I let the car run for a few min. I tried to take the car out of park. The car quickly lost power and turned off. I turned the car off and went into the house. I came back out about an hour later, once again notice that there was no fluid in the radiator. I then went back in the house. I did not drive my [redacted] at all on Sunday. I called my insurance company and had the car towed back to Midas. Monday Morning I went to the shop at 7:30. I spoke to Frank, he said that he would look over the problem... and let me know what was causing the smoke and how much it would cost to fix it. I never got a call from him. I went by the shop the next day and was told that it would be $1800. to fix my car.... I asked Shane, that the issue with the car may have been caused by the work done by Midas. He mention that it was a diff. issue un related to the work they had done. I could not understand, how I drove the [redacted] into there shop just to have it towed back not less then 4 days later. The [redacted] was worse
Regards,
[redacted]

1. The work being disputed by the customer was never done or charged for by Midas. The backing plate was never provided by customer or removed. The rear wheel bearing and seal was replaced after showing the customer. 2. The customer had submitted the dispute to credit card company for refund. After...

my submission of the documentary evidence, they have denied the customer claim. 3. The work was done on 9/26/2016 not 9/28/2016. 4. The customer was charged $515.60 not $574.00 as mentioned by the customer 5. The customer has never called this location to share his concern. The work was done and the customer had left satisfactorily with his vehicle. We came to know regarding his concern only when the credit card company sent us a dispute notification. They denied the customer dispute after our submission was done. Ours is a customer oriented small business and customer satisfaction is our primary focus. I wish the customer would have given us an opportunity to address his concern. Thank you Jay

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.

I called Ms [redacted]  yesterday spoke with her and resolved her problem. The 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]

This email is in regards to above numbered complaint filed against Midas Auto Services [redacted]. I am happy to report that my car has been repaired.  Mr. [redacted] ( not sure of last name spelling), operations manager reached out to me and an equitable...

and fair agreement was reached. He agreed to tow car @ their expense and repairs were done! Many thanks to you and your staff for assistance in this matter! Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Please delete the complaint, the business and I settled this matter privately.
Sincerely,
[redacted]

I will definitely check with my management staff on this situation and will contact you with more detail as soon as possible. I know her car issue was with the check engine light. We would fix one code issue and then there would be another code that would come up. It was never the same reoccurring...

code. We have all that we did documented and I will forward a copy to you. The engine cover was in fact left off and I left instructions to my management staff to take care of that. I am not sure what happened with that, but I will look into it and contact you back shortly.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
Regards,
[redacted]  what's that mean  I finally admitted the door was broke. If I recall I admitted it to them and on this report the 1st time.also yes u can break something twice.  Gos to show how smart they are is that some one u want working on your car? . It's funny how I've looked on line and all the complaint against the company. I also work with the public in the area and I've heard multiple complaint about this one. How they did breaks and line and when they left there breaks let go and lines were detache. So as I said there careless with there Custumer. I want them to pay for the Handel and I will have some one else put it in because I do not trust this location.

THIS CUSTOMER SAID ANOTHER MIDAS TOLD HER WE DID THE WORK INCORRECT BUT NO MIDAS CALLED ME.  IF ANOTHER MIDAS FOUND WE HAD, THAT MIDAS WOULD HAVE FIXED IT.  I ASKED HER TO TELL ME WHICH MIDAS SHE WENT TO AND SHE SAID IT DIDN'T MATTER SHE JUST WANTED HER MONEY BACK.  WE OFFERED TO FIX...

ANYTHING WRONG OR HAVE THE OTHER MIDAS CALL IS BUT SHE REFUSED.  WE BELIEVE THAT THERE IS NOTHING WRONG OTHERWISE A MIDAS SHOP WOULD HAVE CALLED OR THE CUSTOMER COULD HAVE BROUGHT IT BACK TO US.  NEITHER OF THOSE THINGS HAPPENED.  IF THE CUSTOMER WANTS TO TAKE THIS TO ANY MIDAS AND HAVE THAT MIDAS SHOP CALL, WE WILL BE HERE.