Midas Muffler
Boycott Midas of, MA - Read My Story!

This is a tale that you need to hear. Anyone that owns a car.
Its about Midas Muffler shops, quality, warranty, and franchises

Its a long story, but one worth hearing. It might change your opinion of Midas.

In Oct my friend and I went for a 5 day vacation to Danvers, Mass. (near Boston), and on the first day, I lost a brake pad. At home, I would have paid $35 for the brake pads and put them on in an hour, in my front yard. But, I am on vacation, in and around Boston, without tools, work clothes, etc. So, I start checking the local garages, who could not take me in the same day. Midas was beside our Hotel, and could take me right in. This was early morning.

Midas, it seems, has a policy, that if you need other work, they must do it all, or none of the job. I needed the brake pad only, but had to replace the scratched rotor, and brake shoes were 50% or greater wear, so after the total 45 point check, they showed me that it would cost US $1000 (Nearly CDN $1600!). Although this was exceptionally high, what choice did I have? I let them do the work. They kept the van all day, and finally, when I picked it up, they were just completing the job at closing time. I paid for it, and drove away.

When the brakes started squealing like a Transit Bus, I returned and asked if they had correctly adjusted the brakes. They assured me they did, and said you have to put a thousand miles on new brakes til they act normal (wear-in period). I believed them, and drove back to Nova Scotia, at the normal excessive speeds that traffic takes on USA Turnpikes and Highways.

The brakes still squealed. I planned to take the van, under warranty, to my local Midas dealer to be checked out.in the meanwhile, with snow just around the corner, I decided to put on my winter tires (mounted on rims) and when I took the hubcaps off, I discovered two wheel lugs that were backed off nearly an inch (not tightened). This is rather unsafe. I found one of the plastic hubcaps broken, from being banged on, and have no idea why it didn't fall off, since it was too damaged to put back on. I had just bought that hubcap before leaving for Boston.

Then, I broke three wrenches trying to loosen the other lug nuts, which were overtightened. I was upset, naturally, and thought that Midas (http://www.midas.com) should hear what the quality was like. That was on 15 Nov 01, and when I received no reply, I resubmitted my complaint, a little more frustrated now, on the 19th Nov 01. Still heard nothing. I made an appointment with Midas in Lower Sackville, Nova Scotia, Canada. I hoped, that watching them work, I could ensure they did not over torque my lugnuts again.

While watching the work, we (mechanics and I) discovered more errors and poor workmanship. New cables in the rear brakes were pinched, likely causing the squealing, and the ridge on the drums had never been taken off, simply put back on in the condition they were in. I guess I only got a 44 point inspection (instead of 45) because there was a broken emergency brake cable, either missed, or broken during the repairs in Danvers, Mass. The repairs to undo the mistakes, should be under warranty, but additional work that was missed, or damage that was done, was not part of warranty, so the repair estimate (less the brake cable) was over CDN $80.

By now, I want this under warrenty, since I needed the work done, under the terms of the Midas 45 point check, and obviously, some was not done, some was done badly, some was downright unsafe. Bottom of my Invoice says warranty is good in anywhere in North Americia and call J. Rogers at 1-800-967-8852 if you have any questions about your repairs.

That number is only good in the USA, not in Canada. The only other number I could find, was not toll free, but listed as the Canadian contact
(http://midas.com/around.html) was 1-416-291-4261 which got an automated response costing me money to wait for a message that had a toll free number 1-800-621-8545.

I called that, they found one of my emails from 19th Nov 01, and "George" was surprized that I had not heard back from them within three days. He passed me to his supervisor (I don't know why) who instructed me that someone would call me right away. I asked if they were really going to call me right away because I had to go out shortly, and I sat by the phone for 1.5 hours without a ring. I called back, same routine, "George" forwarded me to Customer Service, who had all the operators busy, and I sat on hold til my cordless phone battery went dead. I picked up another phone, chose option #1 (Leave a message) and I asked to be called the next day, 29 Nov 01, between 9AM and 12PM when I would be waiting for their call.

Guess what? I got no call. I returned a call (again) and was told by a rather hostile person, that they had already talked to me on the 19th. I said, no, you got my email on the 19th, and I have not had any contact about my complaint since the 15th. She said that she called the Franchise in Danvers, Mass (186 Endicott Street, Danvers, MA, 01923 Phone 978-777-1766) and they would call me back. I am still waiting.
Apparently, why complain to Midas head office, when they claim its an individual franchise owner thing, not for them. So, what am I to do with my North American-wide warranty; Drive to Boston to complain or get results?

Its unfortunate there are some very good Midas Franchise Owners out there. Because I cannot bring them my business knowing that the company they represent MIDAS, cares so little to satisfy an unhappy customer. Since no one has contacted me to date (over 4 months since the work was done), I can assume no one ever will. You can read this story, and its update, should I ever get resolution, on this website:

Http://www.geocities.com/dancetimedjservices/Midas.html
I am still waiting for a call from Danvers.

Company: Midas Muffler
Country: USA
State: Massachusetts
City: Danvers
Address: 186 Endicott Street
Phone: 9787771766

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