November 28, 2015 Midas Corporation Mr. Lawrence C. Day, CEO 4300 TBC Way Palm Beach Gardens, Florida 33410 Re:
Midas Franchises – 18070 Halsted, Homewood Illinois
Mr. Day: I posted this statement on Facebook this morning. I will post this letter, combined with the 2 previous letters All over Twitter today and all days forthcoming. On November 28, 2015 I took my 1997 Mercury Tracer to Pep Boys. Pep Boys checked out my 1997 Mercury Tracer and found my brake pads had been installed incorrectly, which may have caused my calipers to go bad. The Pep Boys statement “…brake shims sticking out in front pads that are installed incorrectly….” Midas in Homewood Illinois installed my brake pads incorrectly. I am constructing another letter to add to my 2 previous letters, which I will post on Twitter. I addressed my letters to the CEO of the Midas Corporation and sent the letters by Certified Mail. This was November 6 th & 16th. I have not received my receipts from the Certified Mail. What the Midas Corporation has done in response to my letters is they blocked me from posting my letters on their Twitter page. SHOP MIDAS AT YOUR RISK AND PERIL This is how they operate. I will post this on social media with all my other writings so the public can make a more informed choice of where to get the maintenance needed for their cars. NO ONE SHOULD SHOP AT A MIDAS SHOP!!!!!! PROCEED AT YOU OWN PERIL… /s/Dr. Fred Nance Jr., Ph.D. Health and Human Services/Social Policy Analyst
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Social Media Midas Franchise – 18070 Halsted Street, Homewood Illinois 60430 (Fax)
November 5, 2015 Midas Corporation Mr. Lawrence C. Day, CEO 4300 TBC Way Palm Beach Gardens, Florida 33410 CERTIFIED MAIL Re:
Midas Speedee Franchises – 18070 Halsted, Homewood Illinois
Mr. Day: I, Dr. Fred Nance Jr., am the author of this writing. The companies/people who are part of this complaint and their organizational structure represents your Midas brand. This oil change issue is continuous at this location. The turnover rate for managers and staff at the Homewood, Illinois Midas Franchise is ridiculous. I am posting this writing on social media so past, present, and future customers/consumers Midas Franchises can make better choices for the services your brand provides. On November 4, 2015 I went to the Midas location mentioned above to get an oil change. I arrived at this location around 8:20 am (CST). I engaged Carlos who informed me I needed an appointment to get service. Carlos went on to tell me his first appointment was 9:00 am, and that I could schedule an appointment for 2:00 pm. I informed Carlos I did not need an appointment to get a Midas “Speedee” oil change. I informed Carlos he could fit me in now (8:20 am). Carlos refused telling me he had only one oil change person on duty. I asked to speak to his manager. Carlos told me his manager was not there. I asked Carlos for his manager’s name and phone number. Carlos told me he did not know his manager’s name. I told Carlos I would write the Midas Corporate Office complaining about the service, and the fact he did not know his manager’s name. I suggested to Carlos he find his manager’s phone number. After much hesitation, Carlos provided his manager’s name (John) and phone number (815-9550302). Sir, what was Carlos hiding? A customer/consumer has the right to ask for a supervisor or manager if they believe the services being rendered are not adequate and/or they are being serviced discriminately. Sir, in 2014 I addressed this same issue of having an appointment for a Midas “Speedee” oil change, at this same location, along with some other extensive work needed. Manager Adam, who reportedly troubleshoots Midas Franchises, worked it out. Adam reported in 2014 there was no Midas policy stating a person had to have an appointment to get service. Adam facilitated the work and there was no letter written to you, which I told the servicer at the time I would write you. I called the number I had for Adam, but did not get an answer. I called the number Carlos gave me, leaving a message because no one answered. I called the number Carlos gave me again about 45 minutes later. John answered the phone stating he was the manager in place of Adam. I explained this situation to John. John told me there was no policy stating I could not get service if I did not have an appointment. John stated some policies change day-by-day. Seriously!!! John Page 1 of 2
told me he would talk to Carlos, review the work schedule at the site, and get back to me. This was on November 4, 2015. John promised to contact me. As of the writing of this letter, I have not heard from John. When this event started with Carlos and him not knowing the name of his manager, I searched my phone for Midas staff I have engaged and spent my money. I called the Midas shop in Chicago Heights, Illinois. I explained the situation. Mr. Stacy Edwards, manager, told me to come to his shop; and he could service me. When I got to the Midas shop in Chicago Heights, Illinois, I presented my Midas/Speedee coupon to Mr. Edwards for service. Mr. Edwards informed me his Midas Franchise does not honor the Midas Speedee coupon because (1) his Midas Franchise is not a Speedee operated business, and (2) my Midas Speedee coupon is for the store that mailed it to me, which was the Homewood Illinois Midas Franchise. I did not know the coupon could only be used at the store from which it originated. I did not know many Midas Franchises do not honor Speedee services. How many of your customers/consumers are aware of these policies? When Adam facilitated my issues satisfactorily in 2014, he had to deal with the Chicago Heights store. I had some extensive work done on my 1997 Tracer Mercury, costing me upwards of $900.00. I was checking on my warranties for this work, which was done by the Chicago Heights Franchise. I did not know the Homewood Illinois Midas Franchise did not have to honor the Chicago Heights warranty, which is labeled under the Midas brand. Adam facilitated discounts for me where I could get the work done at the Midas Franchise in Homewood Illinois using the Midas Franchise warranty from the Midas shop in Chicago Heights Illinois. This, and this only, led me to think the Midas brand was good. I have 2nd thoughts about the Midas brand now. Sir, how does your Midas Speedee organization monitor your Franchises? Is there any quality assurance staff safeguarding the Midas Speedee brand? Are there general Midas Speedee policies Franchises are mandated to follow for purposes of assuring customer/consumer quality and satisfaction? How do customers/consumers like myself, who have valid complaints, get satisfaction from your Midas Speedee brand? Who pays for my time and the gas expended attempting to honorably acquire service from one of Midas Speedee Franchises? I, and others, do not think we can depend on the Midas Speedee brand for quality service. Respectfully submitted, /s/Dr. Fred Nance Jr., Ph.D. Human Services/Social Policy Analyst
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Social Media Midas Franchise – 18070 Halsted Street, Homewood Illinois 60430 (Email) Midas Franchise – 656 West Lincoln Highway, Chicago Heights Illinois 60411 (Fax)
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November 16, 2015 Midas Corporation Mr. Lawrence C. Day, CEO 4300 TBC Way Palm Beach Gardens, Florida 33410 CERTIFIED MAIL Re:
Midas Speedee Franchises – 18070 Halsted, Homewood Illinois
Mr. Day: I, Dr. Fred Nance Jr., am the author of this writing. The lessee/proprietor, Midas of Homewood Illinois, and their staff are part of this complaint and their organizational structure represents your Midas brand. On November 13, 2015 I arrived at Midas in Homewood at 8:25 am for my 8:30 am appointment. I left this Midas shop at approximately 11:15 am. I was scheduled for an oil change with the need for brake pads. I engaged the assistant manager Lionel requesting the oil change and brake pads, which are under warranty. Lionel reports it is a limited warranty, and that I should read the fine print. What does this mean? Among other things suggested to me, Lionel informed me my caliper on the front wheel passenger side needed changing. I presented my receipt for installation of a caliber at the Midas Homewood Illinois shop, which was under warranty. After examining my receipt (Invoice #0056519; Part #SLC8046-Caliper & MKD473-Brake Pads) and researching it, Lionel could not determine what caliper was changed by their Midas shop. I informed Lionel his Midas shop changed the passenger side caliper that he said is bad. Lionel stated the caliper part is outdated and will be replaced by warranty since the number cannot be recognized. Lionel stated he would warranty out the bad caliper and replace it. I thought everything was okay; meaning, I only had to pay for the oil change. Lionel presented me with estimated bill for more than $350.00 stating I needed to change the other caliper too. I told Lionel I did not want to change the other caliper. Lionel and I went back and forth about him charging me for a service I did not want; as if he (Lionel) was not going to warranty my bad caliper unless I got the other caliper fixed. Lionel told me he would consult his manager, John Fisher, and provide me with a date to come in to get my car fixed. After finding out it would take 2 more hours for this Midas shop to fix my car, I informed Lionel I did not have time to get the warrantied caliper fixed; and that I would make another appointment for this project. While all this was going on, I called John Fisher twice; once at approximately 9:00 am, and again at approximately 2:57 pm. Mr. Fisher did not answer or respond to my calls. I did not find out until after sending Mr. Fisher a text why he did not answer or respond to my phone calls, which is totally unprofessional. In addition, Mr. Fisher called me a liar. Is this the professionalism of your brand? Page 1 of 2
Mr. Fisher responded to my text at 4:23 pm (CST) on November 13, 2015 stating, “…The earliest I will be able to look into all of this is tomorrow morning. I can write you at that time. Until then I will not have enough information to discuss. Given how our previous conversation later became put into writing and sent to corporate—I was misquoted and do not appreciate that—all correspondence with you will be exclusively in writing…Yes---I would never say policies change day by day. Policies have not changed in years. I said circumstances change day by day, just as they would for any service provider…You misquoted me just as you did when you told me Carlos did not provide you with my name and number. You were adamant he had withheld that information and that you had my number from records dealing with Adam. You lied on the phone to me. I will talk to Lionel. Who should I trust? Sir, for the record I respect PhDs I spent 8 years working in high education, helping write policy, working with legal counsel and then enforcing policy with department chairpersons and Deans. Policy is important to me & while it probably isn’t important to most individuals in this auto industry, it is to me….” I replied “That’s good how you feel about policy. I am not a liar, and if that’s language you want to use, let’ go. I told the truth about (I left out Carlos’ name by mistake) and he is a liar if he told you any different.” John contacted me by text on Saturday, November 14, 2015, stating “…An incident at another shop prevented me from being in Homewood this morning so I was unable to look into your situation. I am leaving Chicago and heading to Homewood so I will update you once I’m there and have had a chance to investigate. I thanked him for his update and texted him paragraph 2, in part, above. As of November 16, 2015 at 10:00 pm, I have not heard anything from John. Sir, I need my car fixed; and I need Midas of Homewood to live up to the policy of the warranty on my caliper, which Lionel warranted out; and to replace my brake pads according the policy promoted by Midas of being a lifetime warranty. Lionel told me Midas does not have a lifetime warranty. Is there hidden language in Midas’ National promotion of a lifetime warranty on brake pads? If I am correct, Midas promotes a lifetime warranty on brake pads; meaning they will be replace for the lifetime of a person’s automobile as long as the brake pads were bought for the car in question. There is nothing professional going on here at Midas of Homewood Illinois. Please assist me in getting the service I have asked so honestly for from the Midas shop in Homewood Illinois. Thank you. Respectfully submitted, /s/Dr. Fred Nance Jr., Ph.D. Health and Human Services/Social Policy Analyst
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Social Media Midas Franchise – 18070 Halsted Street, Homewood Illinois 60430 (Fax) Page 2 of 2
