I chose Milstead’s Service Center because they said my car would be seen immediately once towed in. Apparently, “immediately” means several days with no diagnosis, no parts ordered, and no communication.
After repeatedly calling for updates, I was told they were “still trying to figure it out.” Since I work long shifts, I asked for a simple daily text update — even if nothing changed. That request was ignored until I tracked down the owner myself after being denied his contact information (despite it being posted on the front window). Only then did communication magically improve.
The car was eventually repaired, which is the bare minimum expectation, not a bonus. Unfortunately, the real surprise came afterward: I discovered the black wrap on my window trim had been removed without my knowledge or consent, leaving chrome exposed. No one mentioned it. No one documented it. No one took responsibility for it.
Apparently, removing cosmetic modifications from a customer’s vehicle without authorization is just part of the process here — or at least something they hoped I wouldn’t notice.
When I brought this to their attention, accountability was nowhere to be found. They wanted to “fix it themselves,” which was reassuring given how the rest of the experience went.
This isn’t about the cost. It’s about basic professionalism, transparency, and respect for someone else’s property — all of which were consistently lacking. If you enjoy chasing updates, escalating to ownership, and double-checking your car for undisclosed changes, this might be the shop for you. Otherwise, I’d look elsewhere.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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After repeatedly calling for updates, I was told they were “still trying to figure it out.” Since I work long shifts, I asked for a simple daily text update — even if nothing changed. That request was ignored until I tracked down the owner myself after being denied his contact information (despite it being posted on the front window). Only then did communication magically improve.
The car was eventually repaired, which is the bare minimum expectation, not a bonus. Unfortunately, the real surprise came afterward: I discovered the black wrap on my window trim had been removed without my knowledge or consent, leaving chrome exposed. No one mentioned it. No one documented it. No one took responsibility for it.
Apparently, removing cosmetic modifications from a customer’s vehicle without authorization is just part of the process here — or at least something they hoped I wouldn’t notice.
When I brought this to their attention, accountability was nowhere to be found. They wanted to “fix it themselves,” which was reassuring given how the rest of the experience went.
This isn’t about the cost. It’s about basic professionalism, transparency, and respect for someone else’s property — all of which were consistently lacking. If you enjoy chasing updates, escalating to ownership, and double-checking your car for undisclosed changes, this might be the shop for you. Otherwise, I’d look elsewhere.