LINE-X of Suffolk 2432 Pruden Boulevard, Suffolk, VA 23434

"This happened a few years ago in 2019 but my friend recently asked me about where to get her truck done and it made me realize that I had never gotten around to leaving a review, even though I think about this experience every time I drive by Line X of Suffolk. I understand this was a while ago and it may not pertain to their current operations, but then again, it also might. So if anything, I'm leaving this here as a form of catharsis. My husband had made an appointment for 1 pm on May 29th, 2019 to bring our Ford F350 dually in for a spray liner. I pulled into the lot and went to go inside, but the front door was locked. A lady finally appeared and seemed confused (and somewhat rude) as to how I could have a 1 pm appointment, as they were on their lunch break for another hour or so. I just told her what I knew, that my husband had scheduled it, and I don't know where or how the miscommunication occurred. But these things happen, and it wasn't a big deal. I had a book and could wait. But apparently, since 1pm wasn't an actual option (despite us scheduling it with them), there were no openings for the rest of the day, so they wanted to reschedule it. That's also fine. I get it. We made the new appointment for the next week. The lady wanted to look at my truck, so we went around to the bed, where I had a plastic liner already in place (the kind you just set inside the bed. The liner covered the whole bed and went up the sides of the bed as well. It had been there for years and was in good shape and well attached.) This is where things take a turn. She said that before I come back next time, the plastic liner will need to be removed and the bed thoroughly cleaned. I asked her if that's something they do (I don't know the first thing about removing those liners, or how clean the bed needs to be for them to start work), and she looked at me, shaking her head, laughed and said "No. You have to do it. We're not set up for cleaning it out." That was where they lost me. That laugh. A rude, condescending, unnecessary laugh that was just the icing on the cake of this whole experience. If she had been nice and professional, I wouldn't have had a problem. Removing the dang thing would have been a pain, but I would have figured it out. But that laugh instantly turned me off. It was a laugh that said "how could this lady have the audacity to ask such a thing or expect such a service?" It was unexpected and disheartening and inappropriate. I responded with an "Okay" bid goodbye and then canceled my rescheduled appointment with them the next day. My husband made an appointment with Line-X Chesapeake and we specifically asked if we needed to rip out the current liner and clean the bed and the guy said "Nope, all I need from you are the keys". Now that experience was fantastic and is where our other 4 vehicles have gone for their liners. It's amazing how far friendliness and professionalism can go, and it's even more amazing how a single moment of rudeness can destroy a person's impression of you. It's not hard to laugh afterward once the customer has gone. I'm sure they've done good work for others, but that interaction left a sour taste in my mouth. Edited to response to the Owner: The date was May 29th, 2019 for a 1pm appointment under the name Steven Lynn for a 2005 black Ford F350 Super Duty Dually. I also have a Facebook Message telling my husband that they couldn't do the liner, dated for that day as well. We were confused about the odd lunch and appointment timing as well. And the lady I spoke to was a middle age or slightly older lady with short blonde hair. I am not the woman from the Chesapeake location and it's an unfortunate coincidence that we have the same first name. They were the closest location after yours so that's the next place we tried."

"Super nice people very polite and price is as expected… The work was done quickly and is TOP NOTCH ! The bed liner was expertly applied and looks amazing! Can’t say enough good about them… highly recommended!"

"Great office staff and team not afraid to admit when a project is over their head. Highly recommend."

"I’m my humble opinion customer service is becoming a dying art. Supply issues and staff issues is the post-pandemic excuse. Suffolk Line-X DOES NOT have those issues. They are fantastic. The ladies at store immediately showed products that would make my ride nice. I bought a bed cover, to finalize my dream truck. I will never go anywhere else for my accessories. Including the nameless dealership that has customer service issues or is it just paying attention to the customer who has money to buy stuff. Anyway Suffolk LIne-X will continue to earn my money and anybody else that wants to be treated like a good customer when you want to purchase an item."

"Shelley and her team provided top notch service! I was early for my appoint by 30 minutes and they were in the middle of a project, Once they were at a good stopping point they took my truck back to install the access cover trifecta 2.0! And talk about fast and precise they installed the cover in only 10 minutes and had my truck out ready for me check out. This is top notch service from a small business at these unprecedented times and they are appreciated! Thank you and your team for an amazing experience! I would refer you to everyone in the market for bed covers or coatings."