Complaint Review: Midas Cranberry Highway East Wareham MA -

Recently, I went to the Midas at 3014 Cranberry Hgwy in E. Wareham, MA. It was about 11:30 on a Friday morning. There were two customers before me and only two cars in all the bays. The lone employee at the customer counter was not wearing a name tag. I asked if I could get an oil change and he said it's be about 45 minutes. We discussed a coupon that I though was for 50% off the service, but he did not recognize that offer. He said "...if you bring it to me, I can see if I can honor it." I said great - i'd go home, grab the coupon, and be back before 45 minutes.

He said "...let me check..." what appointment times are available. He offered me an appointment hours later - 2:00, I believe. I said it made no sense, he'd just told me it'd only be 45 minutes. He countered that I did not understand: we have wait times and appointment times. I said that makes no sense. His next comment stunned me: he raised his right hand, gestured toward the door and said "get out." I though he was joking and asked "What?" He said "Just get out."

I asked him who is boss was and he said: "I'm the manager." I explained that he didn't understand the question: and asked for his boss' name. He said "Get out or I will call the police." I took the only business card from the counter and read the name and title: Henry Williams, Manager. I asked if he was Henry? He refused to answer, but again threatened to call the police and reached for the phone. Of course, I left.

In dealing with TBC Corporation, Midas' parent company, their customer service was equally evasive. Rick (who has no last name, operator number, or other information by which to identify him - save that he is "...the only Rick in customer service...." could not transfer my call to Sandra (no last name, no direct phone number) who's call I was returning based on my initial complaint. Rick was able to provide the name of Paul (Wilson - in charge of customer relations) - but only after I became THAT customer.

I did get a call back from Mr. Wilson and we quickly came to a way to address the problem: the franchise owner would be giving me a call to address the problem. Why this could not have been the first step eludes me for the very reason Mr. Wilson stated: the franchise owner is the only one with authority over the store manager who made an insanely bad decision with a customer that is a fanatic about customer service.

If I get the result I think is proper, the "manager" I encountered will be finding a new job - but I doubt it will happen. In the alternative, I think the "manager" responsible should write me a letter of apology - but I doubt that will happen. So, what I believe will happen is that - after being a customer long before this "manager" got a position he does not deserve - I will be finding a new place to service my car (and I have). Then, the horrendously poor level of customer service will continue unchecked.

It's been a few weeks - and no call from the franchise owner. Why am I not surprised?

For those of you who have had (and those that will) bad service at the Midas at 3104 Cranberry Hgwy, East Wareham, you may find this information helpful:

Midas Corporation

c/o TBC Corporation

4300 TBC Way

Palm Beach Gardens, FL 33410

(561) 383-3000

(561) 383-3100

Fax(800) 867-0385

Website: http://www.midas.com

Email: Email Midas

Midas Consumer Relations

823 Donald Ross Road

Juno Beach, FL 33408

(800) 621-8545

Executives

CEO: Lawrence C. Day

CFO: Timothy J. Miller

COO: Erik R. Olsen

TBC subsidiaries:

Midas

Tire Kingdom

NTB

Big O Tires

Carroll Tire

National Tire Warehouse