Formal Complaint Regarding Midas Service and Lack of Transparency
Before bringing my truck in, I called the location and explained that the parking brake cable was sticking and needed to be replaced. I specifically asked whether they could perform that repair and was told they could. I dropped the truck off at approximately 5:15 p.m. I understood that it was near closing and expected to leave it overnight. I was told twice that they would get to it first thing the following morning and call me when it was ready. I later received a call stating that the rear brake shoes needed to be replaced at a cost of approximately $945. I authorized that work because I understood that these were additional repairs they believed were necessary. At no point was I told that the parking brake cable—the specific reason I brought the truck to Midas—was not going to be replaced. Three days after dropping off the truck, I was told it was ready. After returning home, I tested the parking brake. The pedal traveled approximately 14 inches and did not hold the truck at all. In fact, the parking brake was worse than when I brought the vehicle in. I called the shop and explained the problem. I was asked to bring the truck back yet again. I reiterated that the entire reason I initially brought the truck to Midas was to have the parking brake cable replaced. I was then told that the cable was stretched and could be replaced for approximately another $750. This is where I have a serious problem with how this transaction was handled. I brought the truck to Midas specifically for replacement of the parking brake cable. Midas agreed to perform that repair. I subsequently authorized approximately $945 in additional brake work with the reasonable understanding that the repair I originally requested was still being completed. Only after paying for that work and discovering that the parking brake was still not functioning was I informed that the cable had never been replaced and that completing my original requested repair would cost another $750. Had I been clearly told, “The $945 repair does not include the parking brake cable you brought the vehicle in for, and replacing that cable will cost an additional $750,” I could have made an informed decision before authorizing the work. I was never given that opportunity. I am not disputing that the brake shoes may have needed replacement, nor do I object to paying a reasonable price for necessary repairs. My complaint is that Midas performed and charged me for substantial additional work while failing to clearly disclose that the specific repair I requested was not being performed. I added Midas corporate to review this matter, including the original work order, the repairs that were authorized and performed, and the communications from the location. I would also like an explanation as to why the parking brake cable was not replaced despite that being the stated reason for bringing the vehicle in, and why I was not informed of this before the additional work was authorized. I would appreciate a reasonable resolution that takes into account the approximately $945 I have already paid and the fact that the original problem I brought the truck to Midas to repair remains unresolved. I have intentionally contacted Midas corporate to provide the company an opportunity to review and address the situation. I look forward to your response and proposed resolution. Sincerely, JK
By James K.
Response from BOXO USA· Sep 1, 2026
Hi James, Please refer to Midas Service as we are BOXO USA. BOXO USA