I called Milani for a simple shower rough-in and install because they were so highly rated. The first plumber they sent made 2 significant mistakes, one of which messed up my drywalling schedule because he had to come back to fix the mistake. Once the tiling of the shower was finished, I called Milani back to finish the job since I assumed that I had just had bad luck with the first guy. I made sure that I got a different plumber this time, but the new guy made a couple of mistakes also (I am not a really picky guy, but the finished shower did not have hot water and one of the taps was badly scratched during install). He did however discover a leak in the plumbing (made by either him or the first guy) which required cutting into the gyproc from the back of the shower to repair it, and Milani charged me for the repair (to fix a mistake made my their employee). Getting hot water from the shower took over a week to fix (this time they sent their most senior plumber) and the replacement of the damaged part still has not happened months after the original work. It also took months to get them to refund me for having to pay for the damage cause by their employee, even though they acknowledged that I should not have been charged.
In talking with another plumber about my experience, he said "Milani will hire anyone". He had been hired by Milani when he had just come to Canada and other plumbing companies were unsure of his credentials. He said Milani did not even look into his training, they did not even ask to see his paperwork, they just hired him on the spot. He only stayed with them for a short time until he got hired by a firm with higher standards.
My experience with Milani left me feeling very badly treated. While discussions with them were always friendly, they have dragged their feet on every issue. I think they thought I would go away if they drew it out. The problems were all relatively small and fixable, and they acknowledged that they had messed up, but they willingness to get on and fix the problems was very slow. And for 2 different plumbers to both make 2 mistakes on a simple job, well that speaks of their hiring and quality assurance practices.
