I brought my vehicle to Parkway Automotive (22193) for multiple repairs and paid approximately…read more$2,800 for the work performed. Although the vehicle initially appeared to be repaired, it broke down again within a day of being returned to me. When I returned to discuss the recurring issues and seek a resolution, I was not met with the level of professionalism or customer service that any paying customer should reasonably expect.
Instead, I experienced an alarming and deeply unsettling confrontation. During our interaction, Brian approached me within inches of my face, repeatedly calling me a "bitch" and a "whore" while also stating, "I will hunt you down." Whether intended as a threat or not, these comments were intimidating, inappropriate, and entirely inconsistent with the standards of conduct expected from a professional business.
I also witnessed another customer, an African American couple, attempting to address concerns about their own vehicle after experiencing similar issues. According to their account, their vehicle worked for only a short period before the problems returned. While their interaction did not escalate to the level of verbal abuse and intimidation that I experienced, their concerns appeared to be dismissed rather than addressed.
Beyond the repair issues themselves, what affected me most was the genuine fear I felt as a result of the confrontation. The behavior directed toward me was so aggressive and intimidating that I left the premises in a panic. After leaving, I realized that I had accidentally left my purse behind. I was so uncomfortable returning alone that I requested a police escort to accompany me while retrieving my belongings.
No criminal charges were filed. However, the fact remains that I felt unsafe enough to seek police assistance in order to recover my property. Regardless of whether the conduct met the legal threshold for criminal action, no customer should leave an automotive repair shop fearing for their safety after raising concerns about services they paid to receive.
This review will be updated based on how the business chooses to address these concerns, whether through meaningful resolution, refusal to engage, or the outcome of any civil remedies available to me.
Customers have a right to expect competent workmanship, honest communication, and a safe, respectful environment in which to ask questions about repairs performed on their vehicles. Businesses have a corresponding responsibility to address customer concerns professionally and to maintain an environment free from behavior that could reasonably be perceived as threatening, intimidating, or abusive. No customer should feel unsafe when seeking clarification, accountability, or resolution regarding services for which they have paid.
To resolve this matter, I am requesting reimbursement for any repairs that an independent mechanic determines were defective, incomplete, unnecessary, or improperly performed, along with a good-faith effort to address the conduct described above. I would also appreciate acknowledgment that this behavior does not reflect an acceptable standard of customer service and assurance that appropriate measures will be taken to help prevent similar incidents from occurring to others in the future.
