Virginia Department of Motor Vehicles — Attraction in Bailey's Crossroads

GO TO ANOTHER LOCATION!! I had an appointment on 13 Feb 2023 to register my vehicle and purchase disabled veteran plates since I have just medically retired from the military. I was called to counter number 15 and the assistance I received ultimately caused me to have a panic attack and have to leave the facility.

I made sure to verify with the DMV website the required supporting documentation that I needed in order to complete both of my transactions. I am very organized and did have each required document plus additional documents if needed. The first issue was my title. I own my car and have the original title in my name that I provided to the young lady behind the counter. The actual title was not enough proof that I own the car as she condescendingly asked me if the lien on the vehicle was paid off. I shrugged this off and provided the representative with documentation from the lien company stating that my car is paid in full (which is why I have the title) but again I provided that extra documentation to satisfy her.

The next issue was my military status. Although I provided my DD214, retirement orders, and Veteran Affairs Summary of Benefits letter, the representative still asked me if I was indeed in the military. I got the impression that she did believe my official documentation so I provided my Government Retired Military ID Card. Again, even though the young lady was condescending, I was more than willing to provide additional information to suffice.

The next (and biggest issue) was when I attempted to purchase disabled veteran license plates. I am rated 90% disabled by the VA with service-connected conditions (pending an increase to 100% in the near future). On the DMV website, it states the following “Effective July 1, 2015, any veteran with a service-connected disability certified by the U.S. Department of Affairs may purchase Disabled Veteran special plates, subject to all applicable registration fees and a special plate fee of $10.” It further stated the requirements, “must provide EITHER a signed Certificate of Disability (form VSA 54) signed by a veteran service officer, OR a U.S. Department of Veteran Affairs benefits letter. The letter must indicate that the disability is service connected.” My official VA benefits summary letter with a VA seal lists my disability rating and that my disabilities ARE SERVICE CONNECTED with an effective date of 1 March 2023. The representative said that they cannot accept this benefits letter and that I need to complete the form VSA 54. I mentioned what the DMV website said and she ultimately spoke with a “manager” who is an older African man. He also said that I needed to complete the form 54 so I pulled up the DMV website on my phone showing that the benefits letter is acceptable in lieu of this form and he totally ignored me. This is when I begin to have a panic attack because the two individuals behind the counter were not only insinuating that I forgot supporting documentation but were being cold/rude towards me. The young lady ended up calling some other office for assistance and gave the phone to the “manager.” The phone call ended with the man and the person on the other end of the phone having some sort of disagreement and demanding each other’s names. He walked away and the girl helping me stated that I could only get the regular license plates. They refused to hear me when I tried to show them what the DMV website said. It is also important to note that I was not trying to get a veteran exemption, I was simply trying to purchase the DV plates as I am entitled. From the poor treatment to the outright denial of my disabilities, I terminated the transaction and left the facility before my panic attack caused a scene. Another customer who overheard my transaction, felt that I was being treated poorly especially as a veteran with documented disabilities.

After that visit, I called the main DMV office for Virginia to ask what is the required documentation to PURCHASE disabled veteran license plates. They said that I...

I arrived for a license renewal and real ID. I had all of the required documents. One document, a pay stub, unfortunately had a mistake on my address. I tried to leave so I could return another time but the man at the counter (window 20; in the picture attached, he is wearing glasses) wouldn’t give me my documents back or let me speak to even ask for them. He suggested for me to email a new copy of the pay stub to him. I thought, great! I emailed it. He got the email and said I sent the wrong thing. He apparently said for me to send a bank statement. I didn’t understand the change but wanted it to be over with and complied. It took a minute to do, and I apologized twice because I felt bad for the wait. When I told him I sent it, he clicked his computer mouse and aggressively said he didn’t receive it. I emailed it to him again. He repeatedly told me to “hurry up, hurry up” because “other customers are waiting and you’re wasting my time”. I told him I didn’t know what else to do because I had in fact sent it to him twice already. He told me to leave and bring the right papers next time. I asked for my documents (my license, birth certificate, etc.) and he spoke over me. He loudly shamed me for not having the right papers and said I didn’t know anything. I just wanted to leave at this point, but he wouldn’t give me my documents back. He walked away, talked to other employees, or ignored me when I tried to ask for them. Finally, he received the email I sent and said we can finish the process. He handed me the application form that I had already filled out online. Before I could even begin, he tapped the window and said, again, repeatedly, for me to “hurry it up, hurry up”. I told him I needed to make sure everything was correct. I told him to “hurry up” in the same manner he told me, and he threatened to refuse service if I didn’t let him do his job. (???) When he took my picture, he laughed at it, left his desk to get two other employees, brought them back, and all three of them laughed at the picture. When I recorded them doing this as proof of their unprofessional behavior, the man reprimanded me for using my phone at the counter. I didn’t receive my important documents back until I paid for the service. He ignored me, spoke over me, and tried to shame and humiliate me. Then he tried to stop me from recording proof of it. This treatment is unacceptable. No one should have to experience this, especially in a government building for a basic service. I received a call from the District Manager after filing a formal complaint. She apologized and assured me the “employees will be trained”. She was kind, but I don’t have high hopes. I will be pursuing this further and highly suggest going to the Alexandria DMV, or any others in the...

Overall the staff was very rude, unhelpful, and unknowledgeable. They are working at a job that they know nothing of as well as failing to provide customer service at all or any service in a timely manner. Also, the waiting times listed on their website are about 1/4th of the actual wait time, so be prepared to be there all day.

In order to get a license since my out-of-state license was stolen we went to this DMV a few weeks ago and told that we needed to get proof of a license, and we specifically asked if a temporary paper license would be sufficient and the lady said it would. So we returned today and got to the DMV around 2:30 to switch my Texas License for a Virginia license as well as get Virginia plates for our vehicle. Upon getting there two people saw us at the service desk to make sure that we had the correct paperwork, and they both viewed our paperwork and said that I will be able to get my license, however we didn't have the correct information for our tags. That was ok, as we were worried we might not and decided to stay and get my license anyway. While we waited, there were multiple people who got there after us and went at least an hour before we got called. Customers tempers were running high as there were multiple people there that were frustrated and raising their voices, however instead of helping them the employees left the counter with the people standing there gaping. When it was our turn, two hours later, we got called to the counter by an obviously busy employee, as we stood there for a few minutes before he ever addressed us. I pulled out my paperwork and he looked up for a few seconds, said that he cannot help us since we don't have the correct paperwork, and continued with what he was doing. We told him that we had it confirmed multiple times and if there was anything else we could provide, and he said there wasn't and that we would have to come back later. So, just to confirm, I asked him if we would be able to come back the same day and come right up to the counter without having to wait in the line again and he replied "That's what I said." So we decided at this point to ask for a supervisor, mainly to voice our aggravation that we were informed thrice with incorrect information and the man continued to reply that we would have to "come back later." So we asked for a supervisor again, and then he left, but upon returning he came back with a piece of paper and circled a paragraph that stated our documents would not work. We understood, however we asked for a supervisor, not his paperwork. My father decided it was better to just leave and come back later, I however will not be coming back to that DMV as they clearly do not have enough together to...