Midas – How to Lose a Customer

Logo Midas stores

295 East Street Road
Feasterville, PA 19053

Usually, we write food reviews but we felt compelled to write about this experience.  This is a lesson in customer service (or lack there of).

Mrs. Phantom:  We use to be faithful customers at Midas, 295 East Street Road, Feasterville, PA 19053. Pete, the manager there is a very nice gentleman and did not treat me like a dumb woman who knows very little about cars. We trusted him implicitly with our vehicles.

This Spring, Midas hired a new manager in training named Pat. Pat is a young kid that knows nothing about good customer service. He calls everyone “Bud”. He promises that he will work on your car and when you pay in advance before the store closes and ask him to leave the car in their parking lot so you can pick it up; this is something he will not do. As part of my annual car inspection, he was supposed to install new windshield wipers. Even that was not done. Too bad I had driven through a bad rain on the PA Turnpike to realize that this was not done.

After my car was inspected, Pat was supposed to install a tow on my car. My car sat in their parking lot for 5 days before any work was completed on it. This work that we wanted to be done on my car was made in agreement between us and Pete but Pete was on vacation so Pat in all his managerial glory did nothing. Congratulations Pat, because of you and your horrible work ethic, we are no longer customers at Midas. This is a damn shame too because, over the past 8 years, we have given Midas A LOT OF BUSINESS.

Good customer service is a thing of the past.

Mr. Phantom:  It is truly sad to establish a relationship and trust over many years.

It is a very comforting feeling to know that if you have a problem with your car, you only need to make a phone call.  Even more important to me is that if Mrs. Phantom had a problem, she could call and would be treated fairly and with respect.

I hate to make generalizations.  But I am going to make an exception here.  Pat is what most people would consider a “millennial”.  The behavior and attitude that was shown toward long-term customers are so typical of the complaints often voiced about this generation.

When we finally were able to pick up the Honda after its last repairs Pat was off.  This prevented us from being able to let Pat know directly our feelings.  Pete was on duty when we picked up the Honda.  While Pete was sympathetic and apologetic, there was nothing he could do to change our mind about taking our business elsewhere.

As an owner of several small businesses over there, I am particularly sensitive to customer service issues.

We will take this experience in our future endeavors.