• Report:  #2880

Complaint Review: Midas Muffler and Brake - Burlington Ontario

Reported By:

Midas Muffler and Brake
3030 New Street Burlington, L7N 1M5 Ontario, Canada
(905) 632-7175
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Recently I had automotive repairs completed at Midas Muffler and Brake Shop located at 3030 New St., Burlington, ON, L7N 1M5. In my opinion, the treatment that I received from the staff is in-excusable. I feel everyone should be made aware of my experience.

The following are the events that have lead to this letter:

June 14, 1999

I was feeling a popping/grinding/rubbing in the steering and brakes of my car. I brought my car to the above-mentioned Midas. I was informed that all of the engine mounts needed to be replaced. This was outlined on the work order. (See attached) The work was completed June 18th at a cost of $488.45. I had requested that the old parts be returned to me.

Around the middle of July the symptoms returned. I brought my car back to Midas. The mechanic told me that one of the engine mounts had come loose, and that it had been repaired. The problem appeared to have been resolved.

August 25, 1999

The problem returned. I made an appointment to bring the car in and have it looked at again. I brought the car in on August 26th, and the mechanic went for a short drive in the car with me. The popping/grinding did not occur.

August 27, 1999

The problem resumed. On August 31st, I brought the car into Midas again and left it overnight. When I picked the car up the next day, the mechanic told me to take my car for a drive to see if the problem was gone. He said that "the floor mat had been pushed forward up against the steering coupler and was hitting the brake pedal causing the popping/grinding/rubbing in the steering and brakes". This was written on the work order. (See attached)

August 31, 1999

The re-occurrence of the symptoms and the different repairs performed for the same problem required a second opinion. I took the old parts to Canadian Tire and asked one of the mechanics if the old mounts were worn. He told me that they appeared to be in good shape and did not need to be replaced.

September 2, 1999

I called the Satisfaction Hotline and informed them of the above events. I also asked for a full refund since they had done work on my car that was not required. They told me they would get back to me within three business days.

After making several telephone calls to Midas' headquarters, I finally got an answer on September 9th at 12:45 PM from a person by the name of Adam. Adam said in order for me to get a full refund I would have to go to Canadian Tire and get a letter stating that the old engine mounts were fine and have Canadian Tire re-install the old mounts at my expense. I would then have to mail the letter and invoice from Canadian Tire and the original invoice from Midas to your head office. The next time I called back on September 9th at 5:20 PM and spoke to Wayne. I told him that this arrangement was unsuitable and there was no guarantee that I would get a refund. I requested that the offer be put in writing for my consideration. His reply was that a letter would be faxed to me the next day. I still have not received the letter.

Not only were the people at Midas' headquarters unreasonable with me, they were also very rude and condescending. I now believe that your Satisfaction Guarantee requires that your customers be further inconvenienced in order to be satisfied.

Not only did the employees at the Burlington Midas mislead me about the condition of my vehicle, they confirmed it on the work order dated August 31st. They refused to rectify the situation.

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