James K.
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
Response from BOXO USASep 1, 2026
Hi James, Please refer to Midas Service as we are BOXO USA. BOXO USA