I rarely leave negative reviews, but after my experience with Extra Mile, I feel other customers…read moreneed to know what happened before trusting them with their vehicle.
I spent thousands of dollars at this shop trying to fix an ongoing problem with my car. I authorized repairs and services based on what I was told was wrong and on the understanding that certain testing had been performed. Despite spending thousands, the original problem was never fixed.
What became even more concerning was when I later asked for the actual reports and results from the testing I was told had been performed. I was unable to get the documentation I expected, and I was told that some of the recommendations had been based on ChatGPT suggestions. This left me seriously questioning the basis for the work I had paid for.
After having to bring my vehicle back three times, I learned that the shop had been relying on a report created by the original manager who diagnosed my car. I was later told that this manager had been fired. However, when I asked for documentation and proof of the testing, the story changed, and I was told that he had not been fired. Every conversation I had with the shop was recorded, so I have documentation of what I was told and when I was told it.
After all of this, I called and asked to speak with management and the owner about some type of compensation. I was told by the manager that the owner wasn't around during the day, had a "different type of lifestyle," and that I wouldn't be able to get an answer until Monday morning. I was told I would receive a call back. That call never came. I had to call multiple times myself, only to eventually be told there was nothing they could do.
At this point, I expected both the owner and manager to take responsibility for what happened, review the documentation, and make a genuine effort to address the situation. Instead, I felt that neither took meaningful ownership. I was left to pursue answers myself, despite the fact that I had spent thousands of dollars and had repeatedly brought my vehicle back for the same unresolved problem.
I finally took my vehicle to Honda, where they addressed the actual problem. Since Honda completed the repair, I have not had the issue again. I was also told there that many of the things I had paid Extra Mile to do were services that a vehicle generally would not need.
My biggest issue isn't simply that they didn't diagnose the problem correctly the first time. Cars can be complicated, and mistakes happen. My issue is that I spent thousands of dollars based on their diagnoses and recommendations, had to bring my vehicle back three times, and the original problem remained. When I questioned the testing, requested documentation, and asked management and ownership to take responsibility and make the situation right, I felt completely dismissed.
Had I received honest communication, documentation supporting the testing and recommendations, and a genuine effort from the owner and manager to take ownership of what happened, I might feel differently.
Instead, I paid thousands of dollars, still had a broken vehicle, had to take it somewhere else to actually get it fixed, and received no meaningful resolution from Extra Mile.
Based on my experience, I would not recommend this shop. I strongly encourage anyone considering having major work done here to ask for diagnostic reports and test results in writing, confirm who performed the diagnosis, get a second opinion, and understand exactly why each recommended service is necessary before authorizing it.
