Midas complaints

Thank you for allowing us to respond to customer Mr. Hearn's concerns. Quite simply, I do not feel this complaint is justified. First, the statement in the opening line of the "Complaint Description" "Manager Rico Gibson, is stealing from customers" using "refurbished" exhaust parts is total fiction. Secondly, the "Customer's Desired Settlement" of a formal investigation of employee Rico Gibson for habitual criminal behavior is neither a request of settlement or of restitution, but rather seems spiteful and reckless. Manager Rico Gibson is not "stealing" from anyone. He is, in fact, following all Midas Auto Service policies and practices; as he did with Mr. Hearns while servicing his vehicle 8/6/2021 and again 4/19/2022. Mr. Hearns visited our shop 8/6/2021 for extensive exhaust repair service. Three major exhaust components were replaced with new parts (meeting all original manufacture specifications). One of these exhaust components was a front flex-pipe and catalytic converter assembly which cost $653.99 at the time of service. Mr. Hearns appeared satisfied with the scope of work, paid the final invoice and left our shop. Eight months and several days later, on 4/18/2022 Mr. Hearns returned to our shop and created a scene in our waiting area; shouting at our service manager Rico Gibson, making customer uncomfortable and accusing our shop of using over-priced used parts to explain the exhaust noise coming from his car. A quick inspection revealed the front flex-pipe converter assembly had separated due to internal part failure; all labor had been performed correctly, competently and professionally. It should be noted exhaust components discolor quickly over time due to extreme temperature exposure. Part surfaces and weld surfaces can begin showing signs of rust within days, let alone months. During the time of the vehicle inspection Mr. Hearns was invited on to the shop floor to see the source of the exhaust noise. Despite all our efforts, Mr. Hearns refused to believe the part had ever been replaced. Any attempt to explain the Midas 90 day warranty policy (printed on every paid Midas invoice) was utterly futile. Working with our parts supplier (who had record of the original part order) another new flex converter assembly was ordered at no cost customer Mr. Hearns. Ultimately, the flex converter assembly was removed and replaced (a second time). Mr. Hearns was charged only for the labor required to perform this service. Again, after the service had been completed Mr. Hearns appeared satisfied, paid the final invoice on 4/19/2022 and left the shop. We had no further correspondence regarding this matter until receiving this formal complaint by way of Business Consumer Alliance. Finally, I see in your Alliance documentation an "Amount In Dispute" of $500.00? I consider this $500.00 amount of dispute as I do this entire complaint, without merit and unjust. You may do was you wish with this response but as far as I am concerned this matter is closed.

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