Midas

On Wednesday, November 25, 2020 I dropped off my vehicle at Midas Auto and Tire, 5717 Silver Hill Road, Forestville, MD 20747 tel (301) 420-1171, for a brake inspection. I asked Dave, the Manager, if the brakes needed to be replaced, could he have the work done by the end of the day. David said that he could not have my car ready by the end of the day. The earliest he could have it ready is Friday because the following day was the Thanksgiving Holiday. I said that Friday would be fine. I also let him know that I had a warranty that would pay for a portion of the repairs. I gave him the information for the warranty. The following day the shop was closed for Thanksgiving, like Dave had mentioned, so I called the shop Friday morning at 10:28 and spoke to Dave. Dave stated the front and rear brakes pads needed replacing and also the rotors needed to be resurfaced. He also stated that he had not heard from the company about the warranty. He said he would need permission from either me, or the warranty company to complete the work. I gave him verbal permission to complete the work and reiterated that I needed my vehicle by COB today. He said fine but stated that he would also fax the invoice to the warranty company again. I had not heard from Dave for the rest of the day so I called him at approximately 5:30 p.m. Dave stated that he had not heard from the warranty company so he had not started to work on my vehicle. I stated that I had given him permission to do the work earlier in the day. He was very argumentative and was adamant that I did not give him permission to do the work. He also stated that the conversation was recorded. If the conversation was recorded, I would like for someone to review the call. Not only for the content of the conversation but the demeanor and disposition of Dave. He was very rude, obnoxious, and unprofessional. He continued to refer to me as, "Boss Man." As a paying customer I would have preferred him to be more professional and address me as either, "Sir" or "Mr. Evans." Finally, I told Dave that I would pay for the inspection and pick my car up that evening. He told me that I could not pick my car up that evening but would have to pick it up the following day. Because of his inefficiency, I did not have my vehicle on Friday, as promised. I picked my vehicle up on Saturday and took it to another Midas Shop nearby, 7047 Allentown Rd, Temple Hills, MD 20748 tel [protected]. I was able to get the repairs complete on my vehicle the same day. CJ, the gentleman working behind the counter, was very courteous and professional. He was able to call the Midas shop from where I had just picked up my vehicle and had Dave fax the inspection that was conducted on my vehicle and also honored the deduction of the amount that I had previously paid towards the inspection from the previous Midas shop. Both the customer service and quality of work were outstanding. Huge difference in the interaction between the two shops. Whereas there should be no disparate difference in services provided. Hopefully, this letter will encourage some continuity on proper customer service, regardless of which Midas Shop I decide to take my vehicle in the future. If you need additional details about this incident, I can be reached at [protected].

Respectfully,
Ed Evans
Longtime Loyal Midas Customer