My experience with B&L Automotive was the worst experience I've ever had with an automotive shop! You know those "shady, money-grabbing, cant-be-trusted" mechanics you hear about? That's what you'll find here. I brought my car in for a state inspection. I knew it was going to be a toss up, but they were recommended by a friend. I got a call from Liz saying that there were about 8 different things wrong with my car. At first I was worried, but as the list went on, she began listing things that I knew weren't wrong at all. My first thought was, "they're not the first mechanics to pad a bill," so I entertained what she had to say. As the conversation continued, it became clear that they were "finding" things to pad their bill. I'd never failed an inspection before and started asking what happens next. I had until the end of the month to have an inspection done, so I asked if I could just get another "5 17" sticker, since I still had time left. Instead of simply saying that's not how it works, Liz started telling at me on the phone. "YOU WANT ME TO DO SOMETHING ILLEGAL! YOU'RE OUT OF YOUR MIND!" In reality, I was just asking questions that seemed logical to me. As I explained to her, not only am I a new resident to the state, I'd never failed an inspection before. I simply wanted to know what my options were as having a "rejection" sticker would affect my ability to go to work. "IT'S NOT MY FAULT YOU FAILED YOUR INSPECTION! I'M NOT GOING TO JAIL BECAUSE YOU'RE NEGLIGENT!" I re-explained that I wasn't trying to get anyone to do something illegal, I just wanted to know what could be done in this situation. When I came to pick up my car, she was just as rude as she was over the phone. She continued to speak in the condescending tones I've come to associate with her and B & L Automotive. I re-explained to her that I wasn't upset I failed the inspection, but was disappointed by her attitude and was taking my business elsewhere. "It's not my fault you failed inspection" she said for the third time and I replied that I know. She repeated my words in a mocking voice. How childish! I took my car to another, more reputable, automotive shop and they only found one of the things wrong that B & L Automotive reported. Instead of paying the $600 that B & L Automotive wanted, I only ended up needing one repair done and payed around $100 on top of the state inspection fee. When I asked the other mechanic about all the things B & L Automotive found wrong, like the serpentine belt, they showed me that it was fine. Liz's attitude is what turned me off to this establishment. At no time is it acceptable to yell at a paying customer. Jumping to conclusions, cutting off the customer and not listening to them are actions that will drive away business every time. As a manager, she needs to know that she represents B & L Automotive. Her negative attitude and poor customer service is the face of the company and is what they will remember most. I hope that B & L Automotive works hard to keep the business of customers they have because they will have none of mine.
Sir, I will keep this brief. #1 You are never welcomed on our property again, your threats to our employees are uncalled for, and crying wolf over your own responsibilities to drive in VA is beyond childish. Now for The Facts: you were failed for inspection and disrespectfully argued the fact that we had to scrape your VA Inspection sticker and even threatened our staff about how you were gonna make our technician find an old sticker and reapply it to your window because we were wrong to scrape your sticker. We politely provided you with the number to contact the VA State Police for verification and also showed you that the #1 step in an inspection manual "online no doubt" is to scrape the sticker. We continued to apologize as we don't like to fail anyone's car but yours certainly met those requirements for needed repairs which are all documented via digital pictures in the inspection. Reviewing camera footage on our CCTV, and phone recordings brought me to but one conclusion. You were one of the rudest customers we have dealt with in over a year, and as the owner your lucky that I wasn't there to ask you to leave or be arrested. We have already forwarded all your statements to the VA State Police in regards to another shop passing your vehicle for needed repairs when this would also be illegal for your car in its present state, and for the shop performing the inspection it would be breaking the law. All completely traceable via your VIN#. It's ok to admit your wrong Leonard or that you have made a mistake, but some people just don't know how to be humble when they are. I will say that writing up fraudulent reviews against our business is completely unacceptable. Every so often we do have to contact the base to speak with a superior officers which never ends well for the soldier who is caught stepping way out of line, and maybe this is one of those times. Let me close with the facts: For 64 years of service to our peninsula and their families we will always pride ourselves on those that protect others, and not place others in harms way. It's pretty simple in this case, one bad apple doesn't ruin the bunch, and our customers know our business and the reason it carries the best name in all of Hampton Roads. Goodnight to you, and god bless whatever difficulties you are experiencing in life at this current time that would make you treat others that serve you daily with such distaste. I pray things turn around for you........ Sincerely, Bradley Brown
- B & L Automotive