Midas Compliment - Issue? Don't trust Midas in Nashville
MADISON, TENNESSEE -- In November 2007 we noted an indicator light (check engine) on our 2001 VW Jetta. I used an OBD to review the issue and noted fault codes for cylinder 1 & 2 (misfire). We took the Jetta to the Midas Auto Service Experts at 1211 S Gallatin Road in Madison, TN 37115 for a tune-up (plugs, wires, filter, oil, etc). The work was completed on 11/10/07 and did not include the plugs and wires. The fuel filter was replaced; cooling system was drained and filled; oil change done; engine and cabin air filters replaced. Total cost was $337.47 (invoice # 5103423). The manager told us he cleared the fault codes, but the VW plugs would need to be ordered. Additionally he said the codes may or may not return - if they did, they would have the plugs and wires to replace the old ones and it would fix the indicator light (clear the codes).
On 11/11/07 we noted the indicator light returned. I used the OBD and noted the same codes - fault codes for cylinder 1 & 2 (misfire). We took the Jetta back to the Midas Auto Service Experts at 1211 S Gallatin to have the wires and plugs installed. The installation was completed on 11/13/07 for a total cost of $285.46 (Invoice # 5103425). The manager told us he cleared the codes and the car was ready to go.
We were out of town for the holidays and did not use the car for a while. When we did use the Jetta, my wife noted the indicator light came on again. I used the OBD to review the issue and noted fault codes for cylinder 1 & 2 (misfire). This was the third time we had the issue and we had already spent $622.93 at Midas for the same issue. We decided to take our Jetta to the dealership - Hallmark VW/Hyundai at 2431 Gallatin Road in Madison, TN 37115 on 01/15/08.
I received a call from the VW dealer in the morning on 01/16/08 and they noted the same fault codes I saw using the OBD - cylinder 1 & 2 (misfire). They said this indicated the Jetta required a tune-up. I explained to them that I have the car recently serviced at a shop recently and I need the old parts. I called my wife and she contacted the Midas shop manager and told him of the issues. She also reviewed the process for a Better Business Bureau (BBB) complaint. The BBB noted a request / requirement to contact Midas at 615.327.0722 before filing a complaint.
When I picked-up the Jetta later that day the VW dealer noted the wiring for the cylinders were done incorrectly ("wires routed incorrectly") rand the plugs were "hand tight" (as noted on my VW dealer invoice). Also, the shop (Midas) did not use the OEM plugs or engine filter. The cost for the repairs (replaced the wires, plugs, and engine air filter) was $377.04 (Invoice or "RO" #: 121477). I stopped at the Midas shop and spoke to the manager.
He told me it was unlikely the cylinders were wired incorrectly and that the work had a warranty - that I should have returned to his shop. I explained that I brought the Jetta to his shop twice, for the same issue, and still had that issue after each visit. That the total cost for the tune-up (just at Midas) had cost me over $600 and a third visit, for the same issue, would be an act of stupidity on my part. It was a judgment call and a reasonable person would not return for a third visits. I asked what Midas intended to do regarding the issue and he told me he had received a call from my wife earlier in the day and contacted his manager; who would call me the next day (01/17/08). I asked him to call his manager and ensure I was contacted as early as possible - I also provided my cell number 615.319.8864.
On 01/17/08, I did not receive a call as of 3PM and called the number noted via BBB above. I asked to speak to someone regarding this issue - gave the shop location and the make / model of the vehicle and cell number. As of this note (01/18/08 at 9AM), no one has contacted my wife or I about this problem.
On 01/22/08, Rick Crowder called our home phone and left a message. I returned his call on 01/23/08 and we discussed the VW.
Rick was adamant that no diagnostic was done on the car at the Midas Auto Service Experts at 1211 S Gallatin Road and questioned the time frame. He was concerned we brought the car in the second time on 11/13/07 and did not report another problem until 01/15/08. I explained that we were out of town for the holidays and did not use the car until the New Year. Rick stated that we did not give them an opportunity to fix the issues and I explained to him that the total cost for the tune-up (just at Midas) had cost me over $600 and a third visit, for the same issue, a prudent person would not return a third time for the same issue to the same place. It was a judgment call and I believe a reasonable person would have done the same thing.
Rick stated that the car should have been returned to the shop per the warranty and I explained that the car was at the same shop twice for the same issue and each time the manager told us the codes were clear. The second time the manager was adamant the car was fine and the codes were clear. I explained that the car indicator light was on after the second visit and I did not feel a third trip to the same shop was a good idea. He again said no diagnostic was done on the car but could not tell me how his shop managers knew what the problem was if they did not do a diagnostic -since I never told him I used the OBD.
I suggested we use the BBB process because he was not listening to what I had to say. Rick stated that the car should have been returned to the shop per the warranty and asked again why it took two months to notice the problem. I explained that he was repeating himself and not listening to me. We were on vacation and the second time the manager was adamant the car was fine and the codes were clear. I explained that the car indicator light was on after the second visit and I did not feel a third trip to the same shop was a good idea.
Rick insisted we should have taken the car to the same shop for warranty work… I thanked him and said we use the BBB process because he was not interested n solving the issue, just arguing the same points. He said, “Well, you should have brought it back.” I thanked him one more time and said we should let the BBB run its course. Rick said, “You should have brought it to us sooner, why didn’t you?” At that point I knew he was being resistant to the conversation and understood his goal was not resolution. I thanked him and said good-by.