Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The week of 6/10 we brought our SUV into Midas due to a rattling sound. After the inspection we were informed it was a bad cylinder and they are ordering a new one from ****. Gave a 2 week est. After 3 weeks of no update, my partner called and found out that for some reason the new cylinder wouldn’t work. So they wanted to build one from parts. Gave another 2 week est. Again, after 3 weeks of no update, my partner called and was told that after installing this built cylinder, the engine was now worse. So they told my partner that they were getting another engine to install. Gave another 2 week est. After a month of no update, my partner calls and was told that it was done a few days before (but no missed calls or messages) and then laughed at her. When the vehicle was picked up, the battery was dead. So they sent her away and told her to come back the next day. The 2nd attempt to leave with the vehicle the next day, drove about a mile before noticing a scraping sound. Took it back to Midas and found out they didn’t install the bottom covering properly. Once fixed, my partner left with the vehicle. After a day or so, we noticed a jerking getting worse when putting it in drive, and a violent vibration while idling. The vehicle no longer felt safe to drive. I returned the vehicle to Midas. Next was informed that the bolt for the transmission mount was missing. This whole ordeal has caused tremendous grief and frustrations for our family as this has been our main vehicle. At the bare minimum, I would like the labor charges removed from the bill.

  Business Response

  Date: 10/17/2024

  Date: 10/17/2024
  
  To: **** ***** ******
  
  Re: Midas response to the BBB complaint ******** submitted on 9/18/2024.
  
  **** ****** brought her 2018 **** Escape (Vin #1 ****************) into Midas for noises and it was determined that the vehicle had a faulty engine head. We repaired the existing engine head along with other items. The original agreed charge was $3,854. After the work was completed, the technician determined that there was a lower end knocking from the engine. This issue could not have been known prior to repairing the head gasket.
  After further consideration, the Midas leadership team decided to replace the existing engine @ 114,411 miles with another used engine @ 53,000 miles that came with a warranty.  The replacement engine and labor would have cost the customer $7,187. Midas never charged **** ****** any additional charges over the original agreed charge of $3,854.
  The reason for the delays including the following:
  
  1. We ordered a brand-new head cylinder from ****. After receiving the unit, we determined that it would not work.
  2. We then shipped the existing head cylinder from her engine to the machine shop to have it milled.
  3. We installed the milled head cylinder along with other agreed parts into her vehicle.
  
  4. We then diagnosed the engine after the initial work was completed. We determined that the engine had lower end knocking.
  5. We purchased a newer used engine rather than repairing the existing engine.
  
  6. We installed the new used engine.
  
  7. After the vehicle left and returned as the customer described on two occasions , Midas adjusted the undercover, addressed the mount and bolt, and resolved a check engine light.
  8. The technician had to repair a wiring issue to resolve the check engine light. This was a new issue not related to the engine installation. The labor cost exceeded $300 since he had to spend multiple hours on the diagnostics.
  What the customer received:
  
  1. Midas provided the customer with engine savings of $3,333 ($7,187 - $3,854).
  2. Midas provided a better engine with 61,411 less miles (114,411 miles - 53,000 miles). The engine comes with a warranty.
  3. Midas provided a free customer loaner vehicle forthe entire project. We estimate that **** ****** saved $4,095 by not having to rent a vehicle (63 days * $65/day =$4,095). Used Enterprise online estimating tool.
  4. Midas did not charge the customer to fix the check engine light that required $300. This issue was not related to the engine installation.
   
  5. In summary, Midas provided approximate savings to the customer of $7,728 savings.
  
  
  Midas did not expect this repair to take this long. The master technician has done several of these complex repairs. The project was also impacted by delays in processing, shipping and vacations, etc. Unfortunately, the final days addressing the vehicle returns to the shop were challenging to the customer and were not anticipated.
  After talking with the manager in charge of this account, he stated that he consistently called **** ****** to provide updates but the customer did not have her voicemail set up. Eventually she would call. I personally watched the manager in charge of her account try to call **** ****** various times with no success.
  We want to thank **** ****** for her business over the last couple of years. We hope her vehicle runs great for a long time and I believe **** ****** came out with an improved vehicle. Based on project savings already provided, Midas does not feel obligated to reimburse **** ****** for the additional labor funds requested.
  Thank You.
  
  **** *********, Midas Owner.
  

  
  

  Business Response

  Date: 11/04/2024

   

   

  **** ******, I am sorry for the late response.  I am have been unavailable.

  
  

  Is it too late to place a reply statement into our case that Midas has resolved the issue with *** ********.

  
  

  We have emailed her a response to her today outlining the resolution.  We would like to resolve it directly with the customer.

  
  

  Attached is our reply.

  
  

  Thanks.

  
  

  **** *********

  Midas Bowling Green KY

  ************

  Customer Answer

  Date: 05/07/2025

  
  
  

  I am rejecting it as it hasn’t resolved anything. The vehicle is now not even running. It has been having more and more issues since they “fixed” our vehicle. They claim they made it better with a newer/lower mileage engine, however, it ran worse, and now won’t even run for more than 10-15 seconds. 

  Our vehicle is worse than it was before we took it to them. 

  Business Response

  Date: 05/08/2025

  Midas sent an email and called *** ******.  She is having her vehicle towed in to have us check it out. 
  

  05/08/2025

  To: ***** ******* 2018 **** escape
  From:  ******* *****
  
  ********************
  *********************************
  

  Mrs, ****** 
  

  We
  have received another complaint about your 2018 **** escape.  To my
  understanding the vehicle is having running issues.  We are more than
  willing to take a look at the vehicle and help determine what the issue
  may be. There are numerous possibilities. I would like to extend a hand
  out to you and help you get this issue resolved. Please contact me at **************. Again We here at Midas are more than willing to try and
  help you resolve the issues with your vehicle all we need it to have the
  opportunity to look at the vehicle. Please call or email me. We are
  here to help all we need is the opportunity.  We are trying, willing,
  and wanting to help. Please let us . 
  
  
  Thank You, 
  ******* ***** 
  ******* ******* 
  Midas Auto Service Experts