Complaints

• 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.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my mother took her 96 Chevy suburban to Midas to have them to diagnose Why was there a lot of play in the steering wheel and why was it difficult to turn. They gave us an estimate of 3100 and made some repairs to the vehicle. After Paying for repairs and receiving the vehicle, It was noticed that the same issues were present. We called midas and let them know The issue was not fixed and they asked us to bring the vehicle back to them. They gave us a bunch of excuses, and a additional estimate of $2000 more dollars. So instead of paying another $2000 for them to repair what they failed to Properly diagnose and repair Initially, we are contacting you For help and assistance, because it feels as if they are taking advantage of a elder lady who is a breast cancer survivor.

  Business response

  11/17/2023

  We appreciate the opportunity to address the concerns raised by our valued customer in complaint ID ********.
  
  
  Upon receiving the initial complaint, we conducted a thorough review of the situation surrounding the repairs to the 96 Chevy Suburban. The vehicle presented critical safety issues in the steering system, and our initial repairs were aimed at addressing these concerns to ensure the safety of the driver and passengers.
  
  
  Following the completion of the initial repairs, it became apparent that additional issues were present, contributing to the ongoing steering difficulties reported by the customer. We promptly communicated with the customer, providing detailed explanations of the additional repairs required and the reasons behind them.
  
  
  Understanding the financial implications of the unforeseen circumstances, we have worked collaboratively with the customer to establish a payment plan that accommodates their budget. This ensures that the necessary repairs can be carried out incrementally, addressing all concerns with the vehicle.
  
  
  We are committed to customer satisfaction and safety. We value the Better Business Bureau's role in facilitating fair resolutions and appreciate your assistance in this matter.
  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new brakes from Midas in May. Later learned I paid a price much higher than competitors (my fault). Something didn’t seem right when driving the car, so I brought it back in. They told me nothing was wrong with the brakes. In August I was still feeling like something was off and then a smell of smoke/burning started coming from the car. I brought it to the nearest mechanic and he said the brakes and rotors were completely shot. I had just replaced both with Midas in May. I reached out to Midas and they assured me that I could be reimbursed for the brakes if I had the new mechanic change them. They however did not explain the process to either me or the mechanic who called them and spoke to them. When Midas management finally reached out they said there was nothing they could do because we didn’t have the old rotors or brakes to give them. They never told us or the mechanic they would need them back. Then the district manager had the audacity to allege that we drove 30,000 miles from May to August and that it was our fault that the brakes failed. I didn’t even drive the car 1,000 miles in that time. The district manager was dismissive and rude and was clearly trying to take advantage of my wife who was the person in contact with him at the time. We called customer service numerous times to absolutely no avail. So essentially they sold us bad brakes, didn’t acknowledge it when we brought it back and then refused to do anything about it.

  Business response

  11/27/2023

  Palmetto Garage Works, LLC d/b/a Midas Auto Service disputes the allegations Mr. & Mrs. ****** have claimed in this complaint. Our company has not performed any task nor repair that caused any of the current problems the ******’s are experiencing with his vehicle. Furthermore, the defaming & false claims our our teammates “taking advantage of a woman” are disgusting, untrue, and showing the lengths that will be taken to attempt getting discounted or free repairs. Our company asks BBB to dismiss these false allegations entirely and is stating here that our company will not take on any financial burden of repairing a vehicle’s problems that are not our company’s responsibility.
  Mrs. ****** brought their 2015 Honda CRV into one of our family operated Midas locations in Charleston, SC for “brakes are squeaky” complaint. From here, we performed our complete Brake Inspection to evaluate the hydraulic components of the braking system, measuring friction components, and ultimately determined the required repairs to bring their vehicle back to a safe & working condition. Mrs. ****** approved and paid for the repairs of: replacement brake pads (front & rear), replacement of new rotors (front & rear), and the original charge for the diagnostics. These repairs carry a lifetime warranty through Midas (nationwide). However, that warranty does not apply to competitors, which is very typical no matter what industry you are in.
  The ******’s chose to have brake repairs completed at another business. We are not able to speak for, nor stand behind, this alternative competitor, their opinions, nor their abilities. Our organization has 28 locations, 7 of which are throughout the greater Charleston market. Any repair warranties for the work performed on the ******’s Honda at Midas, our family operation would have stood behind AND the Midas nationwide warranty would have been applicable to any of the Midas facilities throughout Charleston. However, the choice of the ******’s was to pay for the brakes a second time at a competitor.
  There is not anything we can do at this point. All warranties would be through Midas. Another business has not been the last to perform repairs on the vehicle, so an evaluation of our work is not even possible. Our company is not going to participate in any financial contributions to the brake repairs on this 2015 Honda CRV. While we empathize with the customer situation, we are not presented with any evidence (other than a competitor’s opinion) that shows we were at fault. Even if there were issues with our parts or service, that warranty would be required to be done by one of our facilities and one of our technicians.

  Business response

  11/27/2023

  Palmetto Garage Works asked to have the vehicle returned to the nearest Midas location to determine what the root cause of the brake failure was. Without any parts provided there is no way to review and submit to vendor for any warranties. 

  Customer response

  11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Whoever responded to the initial complaint clearly has no scope of the situation. Of course we agreed to have the brakes replaced, we were happy to do so. However, the car was brought back to Midas after the repair because something did not seem quite right. We were told there was absolutely nothing wrong with the brakes at that time. This was clearly not the case considering the brake and rotors failed within 3 months. 
  

  To be accused of trying to “go to great lengths for free service” doesn’t even make sense considering we had to pay for the brakes twice because the ones initially installed by Midas failed. Even though they are refusing to take accountability for that. I have never made a BBB complaint before. In fact I’m usually the person to not even make returns of bad products that I receive, but this case is much different because of the way we’re treated. I am not alleging that they attempted to take advantage of my wife, I am directly accusing them of doing so and will provide text messages from the “regionally manager.”  And even though I personally tried to call him numerous times; because I am the one who scheduled the appointment and brought the car in twice. He never called me back or responded to my messages, but he did continue to text my wife. 
  

  The brakes began to smoke and smell of fire while my pregnant wife was driving the car. She stopped at the nearest mechanic. He said the back brakes and rotors were completely locked and needed to be replaced. You could imagine my surprise to learn this considering they were just replaced a few months ago and that when I brought it back to Midas they told me nothing was wrong. 
  

  we called Midas from the new mechanic. Obviously at this point we were not going to allow Midas to do anymore work on our car. Would you? We are just lucky that my pregnant wasn’t hurt at any point while driving with unreliable breaks. They told us we could still be reimbursed for the brakes, but did not outline the process to us nor the mechanic whom they spoke to. So obviously we were quite surprised that when we tried to contact them about reimbursement, all of the sudden, they were claiming we need to return the brakes. Which I would have been happy to do, if they told us that initially when we still had access to them. But, by the time they finally got back to us weeks later the mechanic no longer had the brakes. 
  

  we contacted Midas customer service after that and were redirected back to the “regional manager” who continued to be rude and dismissive and refuse to return a phone call. We obviously felt like we were getting the run around and that they were trying to avoid refunding us.
  

  I am truly appalled that the company is claiming we are just trying to get a refund and that they did nothing wrong. They sold us bad brakes, claimed they were fine upon return, and they avoided us after they said we could be reimbursed. Clearly trying to make us out as good for nothing people who are just trying to get free services. We already paid AGAIN for the brakes, we aren’t getting anything for free. I want a refund for the brakes they sold us that were clearly faulty or installed wrong. 

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

  Business response

  11/27/2023

  Palmetto Garage Works asked to have the vehicle returned to the nearest Midas location to determine what the root cause of the brake failure was. Without any parts provided there is no way to review and submit to vendor for any warranties. 

  Business response

  11/27/2023

  Reiterating again that any warranty for the brake components Midas installed would be required to be done at a Midas – any Midas in North America. The warranty is not applicable through competitors. There are multiple Midas facilities within the Charleston market alone, but also a total of 28 locations the family owns throughout South Carolina & North Florida. Any of the locations directly related to the same family operation would have been very easy to work with due to the original repairs being completed at one of our locations in the first place. However, there are thousands of others throughout North America that would have also been able to honor warranty, if experiencing issues during any sort of traveling.
  If there are any questions or concerns about the work being suggested by a competitor or about the repairs we previously performed, it is not uncommon (in these situations) to pay for the customer’s vehicle to be towed to our nearest facility for evaluation and correction(s) if needed. However, if the customer chooses to have repairs done elsewhere, there isn’t anything we can do to stop them. That is their choice but does not mean our company is financially responsible for these choices. The ******’s said here “at this point we were not going to allow Midas to do anymore work on our car.” That is a choice made, but not one Midas will be sharing financial responsibility to have repairs completed at a competitor.
  Our original repairs performed back on May 13th, 2023 consisted of friction components being replaced (brake pads & brake rotors) that were previously worn out, upon arrival at the time. The terms being used here “completely locked” indicates hydraulic components that failed, which is a common term used for the failure of brake caliper(s), master cylinder, a hose, etc. The friction components that we replaced do not lock up. Upon our initial evaluation, there was no indicator or hydraulic components needing to be suggested for replacement. That does not mean one of those components since then failed and caused the more current repairs that were needed.
  Even if this ended up being a larger repair, such as a hydraulic component failure, the friction components we used would have been warrantied out by Midas upon the replacement of the additional repairs needed. But once again, the repairs were performed at a competing repair facility, which our warranty does not apply.

  Customer response

  11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I won’t continue to argue. It is not fair at all how they treated my wife. They clearly tried to take advantage and now are back peddling. I have attached screen shot messages between my wife and the regional manager and between my wife and myself to help you get a better timeline. Midas failed to note that we brought the car back after the repair in order to have the brakes checked when they told us they were fine. They sold us bad brakes and will not take accountability. It’s ridiculous 
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 15,2023 at 12:38pm I went to Midas on Decker Blvd in Columbia SC for an alignment when I hot there and they checked my car they told me I needed a half shaft remove and replace on the driver side. They quoted me a price for the services which was $341.00. I could not get it repaired the same day so I came back on November 6 for the repair and now everything changes to where I was told the wrong thing and now I need both cv axels and an engine fuse and also some other things. They admitted to tell me the wrong diagnosis and I am highly uoset because these issue where already there the first time I went to them. Now my car is still not serviced and I have to go to someone else to repair it.

  Business response

  11/07/2023

  We have not performed or charged Ms. ******** for any work done on her axles. The only work performed and paid for on her vehicle was an oil change. We will not be refunding the $49.87 that she paid for an oil change. Our Area Manager will be reaching out to her by the end of the day tomorrow, 11/8/2023. 

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