Red tape and callousness at the Virginia DMV
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I am sure you will receive many anecdotes in response to Petula Dvorak's column about the horrendous customer service that Jean Earley received at the Virginia Department of Motor Vehicles ["After identity tangle at the DMV, she'll keep her vote to herself today," Metro, Nov. 3]. But it will be tough to top mine.
In 2003, I went to the DMV on Brook Road in Glen Allen to transfer the titles of my recently deceased parents' vehicles into my name. I checked in advance to be certain I brought all the necessary paperwork.
When I got to the window, I laid out my documents and explained why I was there. The clerk looked at the death certificates, noticed that my mother had died before my father and demanded to know why my father had not called the DMV after my mother's death. I replied that at the time he was grieving and probably did not think of it.
"Well, he should have called!" she snapped.
I then asked whether her line of questioning had any bearing on the transaction. She replied, "No, but someone should have called." I am not making this up.
Feeling upset and quite snarky at this point, I replied, "Your sympathy is overwhelming." She said, "I didn't mean nothing by it." I finished my transaction, went out to my car and cried, not only for the recent loss of my parents but also over the realization that another human being could be so heartless for no purpose whatsoever.
I should have complained then. I'm doing it now.
Kirsten Nelson, Richmond
