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:12/13/2024

  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.

  I have a maintenance contract with **************** for my 2019 ******* MKT. I called *************** regarding my sunroof opening and closing slowing, I stated it appears the motor has gone and needed repair. I was provided with list of their vendors in my area. I dropped my suv off with Midas - ******** *********************************** and explained that the motor on the sunroof was failing and that the sunroof opened and closed slowly. I dropped the car off September 18th initially for the sunroof repair and got it back September 23rd and the sunroof was not fixed at all. I contacted ***********, while at the Midas ******** location and was told by Silver Rock that I had to leave it with Midas because they had the open claim, otherwise that claim would not be paid and a new claim for the same issue would not be approved. I stated several times on their recorded line that I did not have faith that they knew how to repair my suv and I wanted to take somewhere else. My only option was to leave my truck there because the sunroof would not close and it was raining. I was on the phone with Silver Rock and Midas tried to get updates about when the vehicle would be ready. *********** had to put several vendor complaints on Midas to get a status and get the vehicle repaired. I eventually got it back September 30th and that's when the vehicle had all the damage done it, and the sunroof was completely removed and replaced with sub standard parts without my consent or knowledge. My vehicle had sever damage and the damage is so sever that the value of the car is diminished. When I got home I emailed Silver Rock the pictures of the damage and was told they didn't see anything wrong with the vehicle. I was asked to get an estimate of the damage. I provided the estimate and have been getting the run around about paying for repair sense.

  

  Business Response

  Date: 01/09/2025

  This complaint has been resolved with below explanation:

  I apologize that due to longer diagnosis time, getting approval from Silver Rock and delay in part arrival from Dealer (on which we have no control), it took longer than expected to fix your car issue of no operational sunroof!
  
  
  We spent quite a few hours diagnosing (did not charge for additional diagnosis time) and fixing the problem of no operational sunroof.
  We were only working on your sunroof and glad that we we fixed the problem and the sun roof was opening and closing at the time of delivery of the car to you for which the car was originally brought in.
  
  
  Everything else, all the dents and scratches were already there when we got the car from you, and to fix them you are more than welcome to take your car to the dealer or any other body shop as we are not experts in body work.
  
  Make sure they open body work claims to SilverRock so you will not have to pay anything from your pocket.
  
  
  
  
  Our Offers to you:
  Since we like to retain you as our valued customer for long time I could offer you the following:
  Our sincere apologies
  Interior car cleaning if you think there were some Dirty/spots on the inside roof of the car.
  $50 for Fuel amount up to  for the gas you think we used.
  Free ******** change on any one car (one visit) full synthetic up to 5 quarts for Free upto five quarts, Extra charge for any additional quarts.
  Free Tire rotation upto six months from the date of email (will expire March 15th, 2025)
  Radiator flush to improve your car's heat for upcoming winter for $69.99 (offer expires March 15th. 2025)
  Free battery check to make your car ready for upcoming winter  (offer expires March 15th. 2025)
  Please find the invoice of work done by Midas attached here
  
  
  Response to your complaints.
  Please see our response below in red for your complaints posted on Midas complaint portal and in goole review I believe:
  
  
  ________________________________________________________________________________
  
  
  If I could give a ZERO I WOULD. I have attached the photos of the damage done to my vehicle.
  I dropped the car off  September 20th. I stated that the sunroof opens and closes very slowly and that I believe the motor has gone bad because this is not how it normally operates. I asked for status updates daily and then I reached out to *********** on Tuesday to let you all know there was an issue and then magically Midas said the car was ready because by that point the repair window had come to an end.
  {On the day customer was called, the sunroof started working}
  I had my daughter go get it Wednesday.
  {It was Sunday and Sunday we close at 4pm instead of 6 pm}
   My daughter gets there to test the sunroof and it does the same thing close and  open slowly and this time it doesn't close back. I told her to leave it because it was raining and the sunroof wouldn't close. I called Silver rock to explain the issue and that they didn't listen to what I said and replaced some barring that didn't need to be replaced. Midas stated the seal and some bearings were the issue and I stated did you even test the motor like I stated, they said no.
  {Because the motor was working, the mechanic did not test it}
  
  
  
  
  
  
  POSTING PART 2 AS WELL
  PART 2 TO MY OTHER REVIEW HAD TO USE DIFFERENT EMAILS BECAUSE YOU CAN ONLY POST ONE REVIEW PER EMAIL PART 2 TO THE ****** ****** EMAIL
  It was a little before 4pm while my daughter was there, so she had to call a lyft to get back home. Midas doesn't close until 6pm 
  {We close at 4pm on Sundays},
  they stated they are closing the shop and they made my daughter stand outside the establishment in the RAIN AT 4PM until the lyft arrived.
  {We didn't ask her to wait outside, since we ourselves were finalizing end of day reports. She waited outside on her own}
  THEY WERE MAD BECAUSE SHE TESTED THE ROOF AND IT STILL DIDN'T WORK.
  {As soon as the customer came on Sunday, we suggested ourselves to check the sunroof, to make sure if it was running at expected speed or it was slow} 
  They kept yelling AT HER and speaking in a foreign language 
  that the sunroof worked before, and she tested it with the mechanic sat in the car with him while on the phone with me and they
   started yelling at her and saying they don't know what happened as if blaming my daughter because the sunroof was the same as it was when we dropped it off, my daughter wanted to take the car
  {On Sunday there is only one guy, and he did not yell or speak to anyone in foreign language} 
  {She herself said she wanted it fixed and will come back later}
   but they didn't give her the key even though they stated that they did not look at the motor, mind you my daughter is 32 and a driver on my insurance so it was not something she did, she just simply tested the sunroof before leaving Midas with the mechanic in the car. So then they locked her out in the rain yelling at her all because she tested it before she drove off then didn't give her the key back.
   {Again, she didn't ask for the keys} {We close at 4pm on Sundays}
  Midas states to *********** that the issue is electric so they are running scans, this is Thursday. I stated to Silver Rock, it is the motor and needs to be replaced. I put in a vendor complaint because I stated they Midas may not be capable of fixing my sunroof and they are playing games. I asked if I could get my vehicle and take it somewhere else or to a dealer because I felt like they would damage my car. Silver Rock says no it is still an open claim. I'm like they did not fix the issue so why are they getting a second chance.
  So not Midas states they ordered the part, but they can't find it.
  {The part was ordered but was out of stock from the dealer, dealer has to get it from their warehouse }
  So I asked Silver Rock how they "order" the part but at the same time they "can't" find the part. I called myself to a ******* delivership if they had the parts I was needing, they said that it was in stock. I kept insisting on taking my car somewhere else because they were stalling because they were incapable of repairing my car and Silver Rock kept saying no, and if I took my car they wouldn't pay for the claim and that I couldn't open a new one for the same thing.
  I tried calling Silver Rock again Friday, September 27th and was told that someone would reach out to Midas and that had until the end of day Friday or the claim would be cancelled and that Saturday I could go get my car and take it somewhere else. Magically Midas stated they had the part {Part Delivered by Dealer} and that my car would be ready Monday. I was absolutely furious because I stated they had the part all along they just didn't know what they were doing and and how to fix it and here it is my car is absolutely in shambles, severely damaged, dirty, plastic parts in the car that I don't know where they came from, my **** and crow bar are missing {This is not correct, Midas did not steal anything from the car} and so much value has been taken away from my vehicle {How, we were only working on your sunroof, everything else, all the dents and scratches was already there}, if I were going to trade this vehicle I would not get its true value. As you will see in the photos.
  So what are the next steps, the sunroof obviously was not repaired properly and they added on damage.
  {we were only working on your sunroof, everything else, all the dents and scratches were already there}
  
  I want my car to go to a dealer for repairs because of the extensive damage.
  {We were only working on your sunroof and we fixed the problem. sun roof was opening and closing at the time of delivery of the car to you, everything else, all the dents and scratches were already there, for that you are more than welcome to take your car to the dealer or any other body shop}
  
  I would be a class A fool to have Midas put their hands on my car again. They are rude and incompetent. Lastly when I was pointing out the damage and dirt the mechanic was basically waving his hands in the air and saying it's done, as if I was supposed to be satisfied with a trashed vehicle. I also forgot when I dropped my car off my tank was at 53 miles until empty and when I got it back it was at 36 miles until empty
  So what were they doing with my vehicle?
  {The car was running when we were testing the sunroof, and that causes the average of MPG to go down, also it had 1 mile more than the miles that were on it when it was driven in}
  
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22683191
  
  I am rejecting this response because: That is the same canned response they gave when this originally happend. They did not fix my sunroof. They removed my original sunroof and replaced it with a non ******* sunroof, which is in operable. I can not open the sunroof, what they installed is not fitted for my vehicle. I asked for my original sunroof and parts back, they stated they did not have them anymore. This sunroof that they forced into my vehicle is not installed properly, there wind coming through the sunroof, there gaps, holes, tears and dents on the sunroof that were NOT there before taking the vehicle to Midas in ********. I even had the vehicle diagnosed by the Midas in *********** where I used to get oil changes from who know how my vehicle looked due to the fact that they performed maintainence on the vehicle several times. Midas in ******* is lying and have been dragging this situation out since September. Midas in ******** basically destroyed my vehicle and does not want to pay for it. The last conversation with Midas was that my vehicle repair costs would be paid for by Midas and that the costs would come out through Midas Elmhurst. 

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

  

  Business Response

  Date: 01/14/2025

  This has been discussed  with customer!

  Our store honored the warranty on the work we have done, if customer brings the car we can have a look on the work we have done and fix anything that is covered under warranty.

  For customer claim that we have damaged her car. we respectfully disagree with her claim the we did not damage her car. it was just like this when she brought the car into our shop.

  We recommended her to take her car to any of the body shop and get it fix since we don't do the body work at our shop.

  Regards

   

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22683191
  
  I am rejecting this response because: I have already spoken to the Midas corporate, Midas -Westchester (whom I was told to take my vehicle to get the damages assessed) and Midas-********. I was told the vehicle needs to go a body shop to get the sun roof repaired properly and the additional damages that were done to my vehicle. I was told the costs of the repair would come from Midas-********. Midas had me running getting all the estimates and once I did that that, all of Midas stop communicating when it came down to getting it done at a body shop. My original sunroof that was stolen by Midas - Elmhurst it is not made anymore and the new one was forcibly and recklessly stuffed in replacement is not compatible with my vehicle and not functioning period. I asked for my original parts, they claimed they didn't have them. I submitted timestamped pictures from my security camera of how my vehicle looked before they carelessly, recklessly and blatenly ruined my vehicle. Midas - ******** was incompetent and the agreement was by all of Midas to have a capable body shop repair my vehicle, not Midas - ********. The value of my vehicle is gone. I rarely drive the vehicle now because of all the visibly damage done by Midas-********. Everyone Midas and Silver Rock expects me to just accept the fact that my car WAS damaged my Midas - ******** and that they wouldn't be held accountable for what they KNOW they did, well I'm not that person. Midas - ******** is lying about what they did to my vehicle. My vehicle did not have a sunroof with dirty grimy mechanic finger prints all over in the inside, a visor that is too little and torn and no longer fitting flush with the roof and no longer opens automatically. There wasn't a plastic silver frame showing visible in the inside roof of my vehicle. My sunroof frame was not made of some cheap, scratchy, squeaky silver tent looking plastic material. My sunroof had a wind guard that pops up with the sunroof is opened, that is no longer there. The outside roof of my vehicle did not have uneven gaps in it and aligned in a row dents and if someone hammered down the roof to keep it place. My sunroof did not have the rubber seal sticking up out of the frame of the sunroof, My side view mirrors did not have scratch marks on both sides, in the same exact place as if coming in and out of a mechanic bay. There was not a dent on the passenger side of my vehicle as if someone was leaning on it or leaning something on it. There are plastic coverings left in my vehicle, I don't know what they go to, there were not there before taking to Midas - ********. My trunk had all the tools for vehicle taken out of they seatings and thrown in the trunk. Why were you in my trunk? Also, why did you need to add an extra 20 miles on my vehicle if it was to be at the shop at all times and that bull about Midas - ******** mechanics needed to run the vehicle for testing. You need to run the vehicle for testing, you can just turn on the power and running the vehicle for testing doesn't equate to adding an extra 20 miles on my vehicle if it is not being driven. Midas - Elmhurst needs to be accountable and pay for the damages inflicted upon my vehicle.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/06/2023

  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.

  On Monday September 25, 2023 I had ******* dollars worth of car repairs done on my car. On Thursday September 28,2023 My car stopped on the interstate 55 of the same lights that I had just paid to get repaired. Had to have car towed back to Midas. I'm requesting a refund for the repairs because it didn't resolve the problem.

  

  Business Response

  Date: 10/09/2023

  The initial complaint customer walked in with was properly addressed and her car was fixed and she was able to drove her car from our shop, with no problems (she originally came with)

  After few days, she called our store and told us that her car is over heating again, we asked her not to drive the car anymore and possible can tow her car to our store so we can see what is the issue, but she kept driving the car and that might possibly created another problem after overheating the engine. We are trying to work with her to resolve new problem with her car, but she wants her money back for the job we have done properly.

   

  We have been trying to resolve this issue with the customer since the day she started the complaint.
  On last Friday 10/06/2023 we were able to get hold of her and we explained to her the whole situation (refer to customer complaint database for details).
  We also tried to call her today many times to further discuss her concerns, but she is not picking up her phone and there is no voicemail setup on her phone, 
  We also sent her an email as follow up to our conversation today with her on Friday, we also offered her SANP/Midas Credit card financing option if she wants us to fix any additional problems with her car.
  
  
  Apparently we did everything in the correct way, and whatever she asked us to diagnose (coolant leak and overheating), we did find out the water pump leak and we fixed that problem and she left our shop with no water pump leak (we swap the water pump) and the car was not overheating.
  
  
  If something comes up after she leaves our shop then we are not responsible for it. Although we are willing to work with her and willing to fix her new problem(s).
  
  
  You can reach me at my cell ************ for any further questions and concerns.
  
  
  
  
  Regards
  
  
  
  
  *********************

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20703180
  
  I am rejecting this response because:
  The response is not an acceptable resolution to the problem. Furthermore, it's stated  with a lot of details that are not facts. The only reasonable, sensible,  resolution would be to refund the money. I'm not asking for pain and suffering.  The cost of towing. The Day of work missed.  Just a full refund. 

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

  

  Business Response

  Date: 10/12/2023

  We have been trying to resolve this issue with the customer since the day she started the complaint.
  
  On last Friday 10/06/2023 we were able to get hold of her and we explained to her the whole situation (refer to customer complaint database for details).
  We also tried to call her today many times to further discuss her concerns, but she is not picking up her phone and there is no voicemail setup on her phone, 
  We also sent her an email (see below the draft of email sent to her) as follow up to our conversation today with her on Friday, we also offered her SANP/Midas Credit card financing option if she wants us to fix any additional problems with her car.
  
  
  Background
  The initial complaint (coolant leak and car overheats) customer walked in with was properly addressed and her car was fixed and she was able to drove her car from our shop, with no problems (she originally came with)
  After few days, she called our store and told us that her car is overheating again, we asked her not to drive the car anymore and if possible can tow her car to our store so we can see what is the issue, but she kept driving the car and that might possibly created another problem after overheating the engine. We are trying to work with her to resolve a new problem with her car, but she wants her money back for the job we have done properly.
  Apparently we did everything in the correct way, and whatever she asked us to diagnose (coolant leak and overheating), we did find out the water pump leak and we fixed that problem and she left our shop with no water pump leak (we swap the water pump) and the car was not overheating.
  
  
  If something comes up after she leaves our shop then we are not responsible for it. Although we are willing to work with her and willing to fix her new problem(s).
  
  
  You can reach me at my cell ************ for any further questions and concerns.
  
  
  
  
  Regards
  
  
  
  
  *********************
  
  

  Here is the copy of Email we sent to ****** since she is not responding to our phone calls and has no voice mail setup on her phone:

  
  Email sent to ******:
  
  
  
  
  Hi ******
  
  
  Hope all is well with you!
  I tried calling you many times, but you were not available and you had no voicemail set up.
  
  
  As per our conversation last week 10/06/23 
  You came to our shop Midas at  570 ************ in ******** **, with your 2012 ***************** on  9/25/23, your vehicle was overheating and the water pump had leaks. Midas did a pressure cooling test. diagnosed to replace the water pump leak. 
  
  
  The mechanic inspected again after the water pump was replaced and the vehicle had no more leaks and was not overheating. ( pressure test cooling system was done before doing a driving test) a few days later you called Midas stating that your coolant light came back on when the call was called and said to you don't drive it if the light is on. you said you would bring it in and drove 13 miles when your car stopped on the highway. The car was towed to Midas 570 ************ ******** on 9/28/23 car needs further repair. 
  
  
  As of 9/28/23, you have not complied with us and you have abandoned your vehicle and will be. 
  We are trying to contact you at ************ and can not leave a message as there was no voicemail set up. We are waiting for your approval to start new repairs on your vehicle and would like it if you could contact us at ************. We are here to help with *********** needs. 

• Initial Complaint

  Date:03/20/2023

  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.

  I brought my truck in due to a broken brake line. After Midas repaired it, the manager ****** told me that 2 of the lines are really bad and to bring it back in.I brought the truck in and ***, tells me there is nothing wrong with the brake lines. BUT, now the anti lock brake pump is broke. *** ordered the part and said she will call me. Never did.I go to Midas at closing time and ask about the truck, *** is not there and the owner is. He apologizes and give me my truck.I bring the truck in to have the pump replaced on a Sat. I.dropped off at 8:30 AM by 330, I call and I am told they are "wrapping it up". I go there, ****** has me pay, then RIGHT AFTER I pay, I am told the truck will not be finished. I have to.call my wife to get the kids back in the car to pick me up.****** tells me that the owner, *********************, instructs the mechanics and managers to work on his friends and family cars first and that my truck was sitting there while ********************* does side jobs for friends and family.Now, Sunday, I call and I am told the truck is done, but they are bleeding the brakes. All day Sunday, they are bleeding the brakes. ****** tells me that the teuck will be done and he will call. I asked if they were staying late and he said yes. ****** never called back, Midas held my truck from me for 1 night and 1 day with out explanation or reasoning OR PERMISSION.I feel like they have been using my truck for business and kept it from me as they have no explanation as to why the truck was not done.Another note, the mechanic does not wear boots or shoes, the owner allows hime to wear open toed sandles so he is comfortable.

  

  Business Response

  Date: 04/13/2023

  We apologized to ************ for the inconvenience for the extended time it took to obtain needed parts and repair the vehicle. we have resolved the complaint.the customer ******************* came in and was given a refund of $438.67. . was satisfied and will be back. I have attached a copy of the invoice and refund amount.