I am writing to express my disappointment regarding my recent experience at the Auto Skills Center on Naval Station Norfolk. From the moment I approached the service window, my interaction with an older male employee, who appeared to be approximately in his 60s, was unprofessional and discourteous. I began the conversation politely by asking how he was doing, but was immediately met with an unfriendly attitude and a tone that came across as dismissive and entitled. Throughout the interaction, he behaved as though he personally owned the facility rather than serving customers who rely on the shop's services. My visit was simply to perform an oil change on my vehicle. As a first-time user of one of the vehicle lifts, I respectfully asked for assistance and a brief demonstration on how to operate the equipment safely. Instead of providing guidance, I was told to "figure it out" on my own. Given the potential safety concerns involved with operating automotive lifts, I found this response both inappropriate and concerning. When I acknowledged the sarcastic tone and lack of assistance I was receiving, the employee became defensive and stated that he would not tolerate my "attitude." Despite the fact that I had only requested help and expressed concern about how I was being treated, he refused to provide service, closed the service window in my face, and effectively ended the interaction without resolving the issue. I was genuinely surprised by the level of disrespect and lack of professionalism displayed during this encounter. Customers should be able to seek assistance, especially when operating unfamiliar equipment, without being treated poorly or denied service. The experience left me feeling unwelcome and disrespected. I believe this situation warrants review by management. Customer service representatives, particularly those working in facilities designed to support service members, their families, and authorized patrons, should demonstrate professionalism, patience, and a willingness to assist. Based on my experience, this employee's conduct fell far short of those expectations. I hope management will investigate this matter and take appropriate action to ensure future customers are treated with the respect and professionalism they deserve. read more

MWR/NEX Auto Center - Auto Parts & Supplies Near Me - Norfolk, Virginia

My husband went there to do his vehicle state inspection. Their customer service is terrible. Not only were they unable to do some of the recommended work but they said the tires needed would take a few days to arrive since they needed to order them. The girl in the front desk had the worse attitude. We decided to just take our business elsewhere. I guess they take their job security for granted. read more

I hate to say it, but this Navy MWR facility gave me my WORST car repair experience of my life. Yes, theoretically the labor is cheaper than off-base auto repair locations...but DO NOT GO HERE!!!!!! I brought my Toyota Rav4 in for an oil change and some brake pads/rotors replacements. I brought the vehicle in on a Friday. No call Saturday with an estimate, no call Monday until I called them mid-day. The perfectly nice service person seemed surprised I hadn't been contacted yet, and explained they'd work an estimate up for me and get back to me. 24 hours later, I again have to initiate the call to them mid-day on Tuesday. Same perfectly nice service person, this time saying they were having difficulty finding the correct parts. Let me remind you, this is a Toyota Rav4...not exactly some hard-to-find, obscure vehicle. Ok...they say they'll call me with an estimate. Fast forward to the next day, Wednesday. For once, they do call me. They inform me they've found the right parts, and it'll be a little over $1,000 for completely replacing all four brake pads, rotors, and calipers. Seemed really high, but I'm a car moron, this is why I have to pay people to fix my car and try SO hard to find people I trust that won't take advantage of my automobile illiteracy. Ok, I say. I'm told the car will be ready probably the next morning, on Thursday. So here comes Thursday. I speak with them again late morning/midday-ish on Thursday. I'm told they somehow ordered the wrong parts, would need to order the right parts, and now it would be Friday (a full 7 days since I originally left the car) when it's ready. Needless to say, I'm frustrated at this point, but I let them go ahead. Fast forward once again to the next day. Now it's Friday and I call mid-morning to schedule an exact time to pickup the car since I have a family of 4, and we need to coordinate school and daycare pickups around the car pickup. Guess what I'm told...after they began installing the new brake parts, when brake fluid started pouring out of my car, they figured out they'd ordered the wrong parts again. Ok, all stop. Cease & desist. Do not pass go, get your hands off my car. I explain the only thing they are to do now is put everything back the way I delivered it and they are to get my car towed to my normal car repair shop. I was told by the same perfectly nice service person that they were new and had been in the industry for 19 years, but this Navy site hadn't told her she could use her normal procurement vendors, blah, blah, blah. It certainly seems like this new employee wasn't set up for success, but guess what? Not my problem. I get a call back explaining this location apparently doesn't have a tow truck and that I'd need to procure the tow service myself. See "not pleased" in the dictionary. A tow will be about $75 and there's exactly zero chance I'm paying for this. I called back to reach a manager, they were in a meeting. I called back 3 more times, but the meeting apparently lasted hours. When I called the last time, they put me through to the manager's office and it turns out they were just discussing my situation, and had been meeting with all supervisors to discuss the complete disaster of a week this shop had been having. The manager was reasonable, asked that I give her a chance to find a solution for my situation, and if I didn't like it, they'd pay for the tow no questions asked. Great. Except I never heard back from her. I did hear from my normal car repair shop though. They said they'd been contacted by the MWR/NEX Auto Center regarding towing my vehicle to them, but found the call confusing, so they wanted to contact me. As soon as I hung up, the original perfectly nice service person called again, and wanted to confirm with me the location to tow my car, and informed me the oil change would be on them as well as the tow. Ok. It's late Friday afternoon at this point. About 5:30pm as I'm doing the school & daycare & wife pickup shuffle with a single car for the 6th time, I get a call saying they actually need me to come to the base because I'm needed to escort the tow truck onto the base. Facepalm. There's no way that's happening at 5:30pm, so I'm told I need to call the tow company to arrange a time on Saturday. 1pm it is. I then wait 25 minutes for the tow truck on Saturday, finally get them on base to the MWR/NEX Auto Center, and imagine this, they haven't given the desk personnel adequate instructions, so both they and my tow truck driver are confused and take 20 minutes to figure everything out. Finally I get my car away from these completely incompetent people. And guess, what my regular, more-expensive-labor car repair place then says the total will be about $700. The gift card was a $50 gift card to the NEX, and while I appreciate the gesture and that they eventually tried to make things right, I can without hesitation tell you NEVER GO HERE!!!! read more

I will NEVER go here to get my vehicle repaired ever again. I only went here because it was convenient to have my car worked on while I was at work. I went in to get two sensors replaced and an alignment. I was given an invoice with the cost on it to sign before I left. I get a call around 10:45am saying that I was quoted on the wrong sensors and that I needed a different size which increased the initial cost. Oh but guess what! The technician had already put the sensors in my car even though I didn't agree to the cost increase. By the time I got there at 4pm my car was not ready and I was told that it was in the process of getting aligned. Shortly afterwards one of the reps came in the lounge to tell me my car was ready. Guess the tech figured there was no need to test drive my car before he turned it over. I go to pay for my car and not only did they charge me for the "correct" sensors they also increased the amount of labor for them. I refused to pay it because I they put them on my car in the first place without first checking to see if I was ok with paying the higher amount. I mean how did they know I could even afford it! The manager came out and told the lady behind the counter to give me the price that I was quoted at but that the tech was still going to get the labor amount because he had already done the work. When I pull off I wasn't even going 20mph and my engine sounded like I was going 80. I tried to accelerate but it wouldn't do it when I pressed the gas pedal instead it just jerked back and then increased speed as if I was driving a stick shift. My car sounded and felt like it was about to fall apart!! I called the manager and told her how my car was driving and she told me to bring it back in the next morning. No problem I'll just use more of my leave time that I didn't expect to have to use. When I got there I was told I had to wait until 8:30 until the Tech that worked on my car comes in. When he arrives I asked him if he test drove my car BEFORE he drove it and he said yes. I asked him was it doing all the things that were happening to it now and he said no. We go outside for a drive and it's doing the same thing and he is seriously acting like he doesn't notice!! He knew I was pissed and when we got back to the shop he said he would give me a complimentary diagnosis and check out my vehicle because he said he did feel the steering wheel shaking....Really! After the test was done they gave me the invoice of what was now wrong with my car BUT even though it was the tech's fault they wanted me to pay for it....mind you I just paid almost $400 for him to mess up my car the previous day. I'm a single parent and a veteran, I can't believe they would treat customers this way!!! I had to take my car to the dealership the next day and found out my wires were switched somehow.....Imagine that!!! Not only that somehow my timing got thrown off and now the entire thing cost me a little over $700. Yep add that up I paid a little over $1100 in two days for my car to get fixed when I only initially went in needing sensors replaced and an alignment. Thanks NEX auto shop I had to spend most of my rent money to repair your mistake. I only have one vehicle so I had no choice but I do from now on.. I WILL NEVER EVER again go on base to get my vehicle repaired!!!!! read more