ComplaintsforMidas Auto Centers-Palatine

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB Team,I need your urgent help please as I am a cheated customer with a defective catalytic converter repair installed by Midas Palatine.On February 8, I contacted Midas with a request to assist with the repair of the catalytic converter. Since on February 2, the original converter and two sensors were stolen . I have ********** outlander sport 2020.A Midas employee named *********************** asked if I had insurance. I confirmed that . And then he willingly promised me that they would repair the car and we agreed that Midas would order spare parts from ********************** (official dealer). My insurance company and I paid Midas Palatine for the original catalytic converter and sensors for a total of $3800.After payment on March 18, I arrived to install the converter and two sensors. *********************** from Midas told me that they ordered all the parts from *********** and that they installed original parts for me.April 6th I went to *********** to install key fob programming. They offered a free car inspection. Thanks to this inspection, I found out that not the original converter was installed in my car, but only the aftermarket universal converter.Also, the ********** parts manager ******** advised that Midas called him on March 9 and ordered parts and then later called back and canceled the order.On the same day I went to Midas Palatine.*** allegedly said that they actually installed a converter assembly from an old ********** model. And they cut the converter to fit my car. He promised that he would take care with this situation.And just disappeared. And he doesn't answer calls or emails.I also contacted Midas client support. They considered this case, and at the end they simply said that they did not see any problems here.Please help to replace the defective converter with the original one. Midas installed a defective converter and never agreed this repair with me.Midas team ignore me. Thank you very much.

  

  Business response

  05/23/2023

  There are zero issues with the part that was installed on the vehicle. It functions flawlessly. This was an insurance claim due to the original converter being stolen off of her vehicle. We installed an O.E. equivalent converter, which means that it is identical to the original besides saying ************ on it. This was done because the original converter was on backorder for over 3 months and wouldn't be available and therefore would render her vehicle undriveable. Again, this was between her insurance company and the shop and it was decided as this was the best course of action to complete the repairs in a timely fashion. Again, there are ZERO issues with the part that was installed and the vehicle has also passed an emissions test with the new part on there. There is nothing further that we are going to do here.

  Customer response

  05/23/2023

   
  Complaint: 20093016
  
  I am rejecting this response because:
  The change of the converter was not discussed with me. The change from original converter to install just assembly universal converter was never agreed with me as customer. I was waiting for original parts as was agreed with Midas Palatine from the beginning. 
  Instead Midas just cancelled the order of original converter , never told me about that change. Never. And ordered cheap aftermarket converter by 1800$ cost from NAPA AUTO PARTS. Uploaded the invoice. 
  Also *************** Dealer confirms the installed converter is not OEM, this is just AFTERMARKET UNIVERSAL CONVERTER. Attached ********** report. And picture of installed defective ***** converter.
  Moreover Parts manager of ********** called to Midas Palatine to check VIN number the converter installed. Midas was not able to provide with VIN number. Moreover the other number Midas gave to ********** was not able to determine at their system . *************** concluded already : THIS IS NOT MANUFACTURING CONVERTER and even NOT belong to my model of car .
  
  It's absolutely disgusting how Midas saying Zero issues!!!!! 
  
  They must do replacement for original converter from official ********** dealer as was agreed and paid from the beginning. No need this games ! 
  

  
  Sincerely,
  
  ***************************

  

  Business response

  05/24/2023

  Just because a dealership says something, doesn't mean that it's true. You're saying that they told you that the converter installed was a "universal" converter. That isn't the case. As stated in my previous response, the converter installed was an OEM equivalent and met all OEM specs and functionality. You can also see on the two invoices that you uploaded pictures of, that the pricing was reduced as well. The initial price was $5,523.37 and the reduced and adjusted price was only $3,777.95. That's a reduction of -$1,745.42. As I also stated before, there is nothing further we are going to do here. The vehicle has no issues related to the converter. The emissions test passed without issue. 

  Have a pleasant day

  Customer response

  05/25/2023

   
  Complaint: 20093016
  
  I am rejecting this response because:
  

  1. First of all, Midas coordinated the price with my insurance company, and not with me. And Midas Palatine always conducted communications with the insurance without my participation.  And I never gave my confirmation on not OEM.

  2. My insurance company and me paid for Midas for repairing the original spare part of the catalytic converter. It is also clearly described in the description of the invoice from Midas. See in the application: "OEM Catalytic Converter" (please see attached)

  3. The inspection of my car by the official dealer ********************** proves that Midas made the installation of an old ***** converter that is not an original (please see attached report) . 

  Moreover, with Midas, there was an agreement of ordering the original spare part from the official dealer and I agreed to wait for the original.
  
   Thus, Midas is obliged at his own expense to replace the defective old ***** converter with a new original.

  Sincerely,
  

  
  ***************************

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