No one looks forward to a trip to the RMV, which is why I made sure to have all of my documents in order to avoid any confusion or return trips. Unfortunately, I was "greeted" by an exceptionally rude public servant - I use the term loosely.
On this particular day, I had just acquired my sister's gifted vehicle. Originally a car registered in MA, it was previously gifted by my father to my sister who lives in Canada. Now, my sister was buying a newer vehicle and was gifting it to me and bringing it back down to MA. This means I needed to bring to the RMV EITHER: a) The Title, OR b) The Bill of Sale, AND c) the RMV-1 form. Since Canada does not have vehicle titles any more, I brought the bill of sale and the RMV-1 form.
Moreover, I brought the MVU-26 Affidavit in Support of a Claim for Exemption from Sales or Use Tax for a Motor Vehicle Transferred Within a Family, the Declaration of Importation of Motor Vehicles from the US Department of Transportation and the same form for the EPA, plus the original MA title and original bill of sale when it belonged to my father as proof that it used to be an American vehicle.
As expected, the wait time at this branch was pleasantly short. I can appreciate that they have mastered customer efficiency. However, it would appear that the cost of this speed is a grossly unpleasant experience with the person behind the counter.
I walked up to the counter and explained that I had been gifted my sister's vehicle and that I needed to register it and get it license plates. I handed the woman behind the counter the two essential documents. With only a brief glance at them, she proceeded to tell me that I needed to give her the title of the vehicle. I told her that I didn't have it because in Canada there are no titles for vehicles. She kept insisting that I give her the title and I read to her word for word directly from the MA RMV website the documents that are necessary for a "Vehicle Transferred as a Gift" (as explained in paragraph 2 above). She then apparently changed her mind and told me that I needed to give her the previous owner's Registration. And then kept insisting that I need this to register the vehicle until I left her counter.
At no time did she look at the primary or supporting documents that I currently had. At no time did she ask me a question to better understand my situation (which I thought was straight forward until I was facing her). She kept raising her voice and telling me I needed the previous registration or she wouldn't give me my registration. In fact she turned to her colleague next to her and said she could tell it was Monday, right as I was standing in front of her. I could not say anything without her interrupting me.
I asked to speak with her manager and she said she was the manager. I told her that every time I have been to the RMV and have had to face her, it has been an unpleasant experience. She seemed to enrage even more.
I am not a difficult person. I do my best to be prepared. I ask questions, I discuss situations because I want to understand how I can improve. My life's work is to make people happy. So when I am faced with someone like the Southbridge RMV branch manager, I am profoundly flabbergasted. Not only did she demand I provide documentation that is not necessary for the transaction I require, she demanded it in the most unprofessional, inhuman way conceivable. The only way it could have been more unpleasant is if she had physically attacked me.
The state is considering closing the Southbridge branch RMV to consolidate the work in Worcester. On the drive over I believed this to be a poor option because that would surely increase wait time and employee exasperation. However, if branch managers - employees of the state paid for by my tax dollars - believe they can wield what little power they have and verbally slap those they should be serving across the face, I wish not other fate on this woman than the close of her branch and the loss of her job. Because if she does not see that she should retire from "public service," she must be forcibly removed from her position. read more
