NVA Signs & Striping — Local services in Manassas

I’ve been a loyal customer since 2018 and have sent countless sign orders through this company, even referring fellow agents their way. Unfortunately, the customer service has steadily declined over the years, and this recent experience has been the final straw.

I submitted an order last Friday at 12 noon, and a full week later, I still hadn’t received any update. When I followed up today, I was told I'd need to pay 50% more for a "rush" to get the signs printed and can't guarantee until next week (2 weeks?)— even though the original order was placed a week ago. What’s worse is being told, Per Brian, “I'm not your admin” when I mentioned I was waiting for him to reach out like they always had in the past. For years, they would personally call me to collect payment, might email me a proof but didn't hold my orders like this and confirm the order — I never had to order online before. This sudden shift without any communication, paired with a dismissive and rude tone, was incredibly disappointing from Brain. It just cost this company my business and everyone else I referred to them. I'm letting them know the new company that welcomes my orders and fast.

Customer service means going the extra mile, not blaming loyal customers for not doing things a "new way" and blaming me as the customer for not doing the new way... that was never communicated. Did I pay online only once the order was in the system, yes but never had to place the orders. I’ve always appreciated our past working relationship, but if you’re too busy to handle long-time customers with care and professionalism, it definitely shows. Your too busy to keep the good customer service going. Quite disappointed, a week lost can cost me with my clients getting upset.

The good news? I found another printer who had no issue getting my signs done immediately — no extra fees, and better pricing. I’ll be picking them up tomorrow.

Disappointed to say this, but I’m taking my...

Brian specifically has been nothing short of perfect! This was my team's first time doing this process with NVA signs and there was a lot of confusion on our end and we definitely made this harder for NVA Signs than it needed to be! But Brian helped us the whole way through, making the process clear and keeping us updated along the way with our order and made sure we got exactly what we wanted. He went out of his way to answer my team's uncoordinated email chains and managed to piece together all the things we were asking for and we are very excited to receive our order because we know it was taken care of...

I've been working with Brian for over a decade and his ability to meet our printing needs has been over the top incredible. I like being able to have a conversation with my vendors and Brian is always incredibly helpful when selecting products, recommending alternative products and materials that may hold up better for my clients, and I really enjoy that I'm always given a realistic project timeline. I've ordered stickers, shirts, signs, banners, backpacks, mugs, pens... and who knows what else over the years... and I keep coming back for amazing...