ICBC

I have passed my ICBC test!:
- Turn off the phone or use silent mode! Otherwise you can be kicked out!
- Don't come without an appointment. Otherwise you will be sent home!
- You can choose your native language! It is very cool!

- I used the "ICBC Test Knowledge Practice" app. Look for the app with a yellow logo featuring a driver in a red shirt. This app offers practice tests in multiple languages, including English, Punjabi, French, Spanish, Chinese, Russian, and Farsi.

Good luck!

ICBC needs to learn the definition of an appointment before offering them.
No one should wait an hour past their appointment time.

I had the worst experience ever. I had booked an appointment for 1 pm, but due to unexpected traffic, I arrived at 2 pm. I informed the staff about the traffic delay, and she gave me a ticket without saying anything. However, the people behind me were called in very quickly. I sat and waited for one and a half hours without my number being called.

I do understand that I was late, but I believe the staff should have informed me about the waiting time instead of wasting my time.

The requirements for people with a work permit are not clear in their different offices.but it is this office does not make sense what they say. They require translation of everything, please specify and do not waste time. I was not the only one that happened for the same reason.

For knowledge test, book appointments online and come over here for your test
Customer experience is good

This location is ridiculous and incompetent. Do yourself a favour and book at any other location

I had unexpectedly respectful and smooth experience in ICBC Metrotown for my BCID application. I walked in on a weekday morning, the line was very long as expected, yet the queue was cleared efficiently by all the hardworking staffs. There are seats inside ICBC or in front of the Bay, but please be attentive to the number they are calling. (I do suggest bringing some things to do to kill time because it could be a long wait)

I was greeted by a very nice Chinese lady staff who handled my application swiftly and answered my questions professionally (Sorry I didn’t catch her name). I’m glad that my BCID application was smooth like butter, and the procedure took less than 10 minutes. Round of applause to all the diligent ICBC staffs in Metrotown branch!

I have been to this location multiple times and things went well. However, on my last visit, the lady I was talking to was very loud and aggressive when she was talking to me. She would get irritated when I ask her questions that I needed an answer for. Despite her behaviours with me I still kept a professional and low voice when speaking with her because I really did not want things to go bad. I would still go to the same location when is necessary but I will definitely go with a different employee as I would not feel comfortable speaking with the same person and encounter the same energy.

I had worst experience at Warf St. Victoria ICBC. Worst ICBC branch run by condescending and narrow minded ladies. I was scared to go here at ICBC Metropolis, but to my surprise, this branch turned out to be opposite of what I was expecting. Of course, the walk-in line was long, but it got cleared quite fast. I got my number and waited for about 40-45 minutes and it wasn’t bad as I saw that all were working diligently. There was enough space inside the office with decent social distancing, and many were sitting and waiting outside the office. Since this office is within the mall, we didn’t have to bear harsh weather conditions like in Surrey branch where I had to stand in the rain.
The Asian lady officer was respectful and kind. She asked logical questions and was not mechanical but humane in her approach. She took my photo for the license renewal and showed it to me if it was okay. She would have done it again if I wasn’t satisfied with it. That is not the case in other ICBC branches. That was a nice gesture.
I think this was the best ICBC branch that I have been to. (This is my second branch that I visited… hahahha). But just with the two, I can say that Victoria Warf st ICBC was the worst with worst lady officers and this was very good in their approach.

I don’t know how their system works! There is no point in booking an appointment cause whenever you get there there is a line up and even if you get there 15 mins before your appointment time, by the time you get inside it’s at least 15mins passed your scheduled appointment! The stupid thing is the line for the appointments and walk ins are not seperate:/ So don’t plan anything else for at least two hours after your appointment:/// awful service

Worst service in the lower mainland for people of color if you’ve been assisted by Asians.
You’ll have no rights, and you’ll be always treated with suspicion like a criminal.

HEATHER IS OUTSTANDING! She was such a big help and went above and beyond to get my partner and I the paperwork we desperately needed in literally one day when it should have taken probably a week. She was so kind and efficient especially considering how crazy busy it was! I’d give her all the stars in the universe

Im giving one star only regarding the Asian lady at reception:
You could tell people this is appointment only by using a much better tone and attitude, instead of making it sounds like people owe you money

I’ve been fortunate enough to always have a good experience at ICBC offices. This time, I was in and out of the office for a renewal in under 15 minutes. All thanks to Heather H who is the most delightful person I’ve ever met in a driver’s licensing office. Actually, scratch that. She’s the most delightful employee I’ve ever met, period.

Firstime seing this front agent or what so ever they call it! Come on i know they are working but! Have some Good manners and be polite when somebody is asking nicely! Never gonna go back here and i dont recomend here

The Asian lady doing intake is condescending. First thing she asks “do you have an appointment”, if you don’t have an appointment outside of the “walk-in hours” (in the morning during the week when most people have JOBS), she will proceed to lecture you in the most condescending tone. “You should know that we only do walk-ins in the morning and by appointment only! ” Yet 3 weeks ago I did have an appointment to renew my DL but wanted to keep my service card until I got my photo ID in the mail. A different lady told me it’s not a big deal to come in and without an appointment to renew the service card. I explained what I was told and the Asian lady basically said I was lying and that their staff would never say that. After all her pointless lecturing and rudeness she still ended up giving me a number to wait in line like what was the point of all of that? ! Clearly your Covid rules are completely useless at this stage and you guys are using it as an excuse to have these pointless rules in place.

The only thing that I don't get is that, why do you need to line up with the walk-ins even though you booked an appointment!

Walked to this branch before scheduling appointment and one of the advisors informed to bring others provincial ID only for appointment. Scheduled appointment ahead of time. Had to get there on the weekday because everything was scheduled for the month. I was rejected by very angry, disrespectful and unhelpful advisor because they needed more then 2 Government issued ID’s. Spend my day for nothing. I feel like no one who works here knows what is the correct information that they should give to the customers.

I was 5 min early after waiting in their line for 20 min. When I get to the front they tell me I'm too early and need to go to the back of the line and wait again! Huh? Now I have to be late waiting another 20 min?

Many other people are having to do this, just making the line longer. Re-evaluate and change your ridiculous policies ICBC my goodness.

You have to book an appointment now before 11am. I was in line before 11am, but it took a while in line. By the time I got to the desk, it was 11: 05am. They said no more walk-ins. I mentioned I was in line before 11am, but she said sorry, thats the rule, nothing after 11am at the desk. Told me I needed to book an appointment now. There was a sign at the front with a QR code, so I scanned it. Soonest appointment was in 2 weeks. So I booked it, but might try to walk in again sometime. This time I will make sure that I am 30 minutes ahead of the walk-in time, so like 10: 30 a.m. They should really have put it on the driver's license renewal paper that they send out in the mail, and state right on the renewal that you need to book an appointment.

The line looks long, but they move fast! I thought I was going to be waiting hours but actually I only waited half an hour. Kudos!

I forgot to ask for the lady on counter number 2 that's serving today this morning of oct12,2022. But she was very helpful and kind to me as she answered every question I have. Big thanks to her.

TERRIBLE PLACE TO TRY AND RENEW UR LICENSE.i asked the lady before i even lined up if I can do a walk in to get my learners renewed which she said I could. I waited in line for 2 HOURS only for the rude receptionist to tell me off basically. I told her i needed to renew and take the knowledge test for my learners and she said to me “you can’t renew your learners u can only take another test”? That’s what i said? She then rudely throw me the slip of paper not even explaining who it is for so i ask, she then finally told me she does not do knowledge tests for walk-in. But the lady i asked before said they do? I wasted 2 hours in lineup only to be treated rudely and disrespectfully. DO NOT go to this place unless you are in need. This place is worse than any other place i’ve ever been to in my entire life. Maybe the employees need to be re-evaluated in customer service skills since I was ONLY treated with rudeness and disrespect ever since I got there. Terrible place.

I surrendered my oversea driver license last week. ICBC keeps asking me if i will go back to where i come from, as if it is illegal for Canadian to reside in multiple countries. It is a strange and narrow question. People today do travel, some reside in multiple countries. BC is now my home town doesn’t mean i won’t go back for a few months or half a year in any year. I know the ICBC people only works locally and may never have the experience residing in multiple countries but you guys are serving an international community, the narrow-minded policies assume every body a criminal before crime happens. People have no choice but lie in order to obtain a license.

It is just too straight to insist surrendering foreign licenses, if my principle country is in Canada, while because of work i have to reside in other country over three months sometimes.i am a resident of both countries and i need to drive, by rules, i cannot use my international license because i am a resident and i cannot use my canadian license after a few months time, what should i do? I need to drive jn both countries due to nature of work!

This is a rule belongs to the past when people travel less. People now running around the world for living, we have home and car in multiple countries and we pay tax to all countries we reside.

The staff are trying to be nice, i can see that. But the rules are ancient. Basically people hates ICBC, period. Not the staff but the policies makers.

Walk-in ends at 11am. I lined up. When it was my turn (10: 45 am), and reception told me no more walk-in. It wasn’t 11am yet, and the appointment starts from 11: 30 am. I came from my day off, and way for nothing…

I believe you should have an appointment to do something here, in walk is very busy and to many people coming without appointment, but I talked to one of the staff, she was nice and her answer cleared me,

Today I had a very bad experience with a staff at this ICBC. I was assigned to a very rude lady. I came to transfer my U. S.driver license to Canada driver license and I would definitely like to surrender my previous U. S.license but this lady kept asking me where is my home-country driver license since I told her that I had driver license of my home country as well. I told her so many times that I did have a driver license of my home country but I may or may not find it and it may not be on my hand right now because I didn’t use it for a long time since I was in U. S.in 2015. So I kindly asked her what if I couldn’t find the driver license from my home country, because I need to know what to do in this scenario. But, this lady was mad at me and she persist to question me that I was not willing to give up the driver license of my home country and kept saying that I was very concerned to give up the home-country driver license. The truth is that I never used my home-country driver license in North America, why would I concern giving up it? I was not lying, I did have it as I told her but I may not be able to find it because I haven’t used it for years and most of time I was using my U. S.driver license. She never stops questioning and being rude, which really made me annoyed. Even though I told her that I would bring it here if I could find it, she responded “you’d better look for it very very very hard. ” Ma’am, you don’t need to be so rude. Besides, I already prepared to surrender my previous U. S.driver license that can give me benefit. Keeping my home-country driver license does not give me any benefit when I live in North America so there is no reason for me not willing to give it up. I came to seek for help so I just simply ask what to do if I couldn’t find it, I’m not asking you to keep questioning and provide no help. I don’t think any customer deserves such an attitude of this lady staff.

The man at the counter was the rudest. The way he speaks was so disrespectful. ZERO customer service. When he asked me to leave, he said it was my fault. I’ve never been treated like this. The worst experience. I don’t want to come back because of this man even though this location is the most convenient for me.

The lady at the counter assumed that the license from my home country was not original. She became extremely rude, made me sign papers against my will, and submitted my license to the head office. She didn't exactly know what she was doing either, she had to go inside the office every minute to ask someone what to do next with me. She made me stand in front of the counter for atleast 90mins and didn't even offer a chair for my knowledge test.

After couple of months, they found out that my license was legit. They didn't care to say sorry at the least and never returned my license

The now serving sign showed 3 people at one spot almost all the time I was there. Otherwise they were very helpful, And none of them were sloths, lol

I just wanted to give a shout-out to Heather H at reception. She was SO friendly while she quickly confirmed my appt and gave me my number. I could hear her positivity with the customers after me as well.

The woman that took care of me afterwards was also amazing! Her hair was covering her name tag and I wish I had asked her name. Mystery woman at desk # 1, you are a gem!

It was also cool how the knowledge testing had reindeer labels too! Cute touch, ICBC.

Yes, there was a bit of a wait but it's totally understandable given how popular a location this is. I personally like to make it a more worthwhile trip by shopping afterwards ;)

Today I went to update my current status on my DL and healthcard. After a long waiting time a lady in counter number. 7 called me around 2.50 pm. She shouted at me and said they can't do it here because my first name is different from my health card at the beginning itself. At least she can update on my DL and BCID. She didn't do anything for me today. Instead she gave me a health bc information paper and told me to contact them and they will do it. I requested her to take my picture for my health card, she said "no" its useless. After a long disbute with her, finally she agreed and angerily took my picture and sent me from there. She didn't show any politeness to me instead she behaived very rude with me. I don't know who kept her in front of the reception area. Bad customer service experience I had today.

Make an appointment here for best results!

I came to get a new BC license (by appointment) and only waited about 10 minutes. The staff member who assisted me was incredibly friendly and helpful. The place loses a star because the seating area was quite crowded; but it's not the workers' fault.

Zero customer service, they asked me to stand in line while there was no designated lines for walk-in (only knowledge tests and appointment line). Didn't really answered my friend's questions and when I I tried to speak on his behalf. They ask me to leave. They ask him to take a ticket and when I telling him what to ask even though I was standing outside of office, "you are blocking the line" is what they said. All my friend wanted was some proper explanation and what they gave him is their attitude for their position of power. Because, they can just kick someone out.

We just needed some explanation that why didn't he got the yellow paper on passing the knowledge test, on which they said as he is a full time student they won't give it to him instead they just gave him a card which has no name no nothing on it. But when I asked them I am a full time student as well and I got the yellow paper why is it different for him. They say we won't answer you, you have to leave. I mean just let us know if there's a new process or something. What validation does he has for his knowledge test completion other than that card that just has two office numbers on it.

I can see why this ICBC office has the lowest rating. Would never recommend this place to anyone with English as their second or third language. They are not patient with the customer. There are other offices at places Which will attend to your needs properly and take extra time to explain things (one in surrey and near commercial Broadway station).

I came to renew my BCID. But the lady made a very serious mistake, she applied a new service card for me. How? I have to rebook an appointment and come again. They told me: my Service card and Driver license (combo card) was canceled by them automatically and they don’t know how long I need to wait for the new combo card and the BCID. What happen If I didn’t go back to check and just drive normally, even my self didn’t know my driver license was canceled by them. Very unprofessional!

Shawny maybe at Metrotown was really helpful. I admire her. She is decent, knowledge and really helpful

Great service. I forgot to get the name of lady, who served me.
But she was really helpful. I did not have appointment, but she just took me and my sister in for my address change.
Things are getting back to normal slowly.
Thank you again ICBC Metrotown.

I was assisted by Suzanne today to transfer my licence over to BC and just wow… she was absolutely phenomenal. Super knowledgeable, kind, great attitude, funny and an absolute pleasure to deal with. I don’t think I’ve ever left a government office smiling and laughing before. What a fantastic welcome to BC.

Tip: There are long lines but they move fast. Book online to minimize your wait time.

PS: ICBC can Suzanne offer training to Ontario’s MTO? They could use it.

Very rude Asian staff. In fact, I was asked very rudely by the staff in the middle of my knowledge test for a photo.

Contrary to popular belief, my visits here have been short and productive. The staff is efficient, cheerful and courteous. The appointment system in place is pretty effective and cuts short the waiting periods.

Most incompetent human beings work in this office. Absolutely absurd how they operate. Wasted over 2 hours here and still didn't get what I needed to get done after going back and forth for hours getting documents I didn't need. Waiting in line again. A to z in this place is broken.

If you make the appointment online they usually have a large amount of time slots available to pick from. I was able to book for the same day and when arrived I didn't wait in line too long after that.

Why ICBC would book appointments during their short 2 hr window for walkins is beyond me! Why not allow for the walkins to happen and book people for appts starting right at the end of the walkin time slot? There are over 40 people waiting (some since 730am [opens at 930] so i recommend get an appt or come in before the mall opens!

I had an excellent experience this Saturday Sep 25 and I received a professional services. I just wanted to pass thanks to Tamara to make this Excellent experience in the Metrotown branch of ICBC for me. I hope she will achieve success in her Career and life. Cheers, Mohammad Reza

The most kind and understanding staffs (two ladies) at ICBC Metrotown location. Thank you for taking time to help my son today. I wish people like you were at every ICBC office.

I needed to renew my drivers license, when I first came, I’ve been told that I need to bring my old work permit in order. To renew my drivers. On the second day they said sorry we need your current application status as well and told me to go their website and print it out…Why cant they just tell me in the first place. The girl helped everyone settle down but don’t even ask your situation, made me go back 3 times.

The reception lady was rude. I asked if they had the form that stated on ICBC website, and they threw my documents back to me and said “no, if you want a driver’s license, you need to do everything yourself. ” If you don’t have the form, the least you can tell me is that it is not available at this location but the other ones or remove the incorrect statement on your website.

Almost in line for an hour telling us to disappear because we do not have appointment on Saturday and we only want to send a driving record from my country which they told us we can bring any time they are open please do not believe them please separate lines of appointments and others no thanks

Amazing experience! Went there to change my address on BCID because of some label issues the address was cut off a little bit. But Heather helped and resolved the issue and spent extra time on getting it right! Best service

One of the few ICBC offices available in metro Vancouver, you may do ur road test, renewal licences, provincial ID and other related matter here. Highly recommend to check out their home page on ensuring the service you need is provided by this location.

Due to the pandemic, it is appointment only after 11: 30am as it gets busy. Come to the office roughly 15 min prior to ur appointment time. There is no more waiting space since it is not safe to gather in crowd.

I was renewing my driver licence and it took less than 10 min total. My appointment was 11: 30, I left by 11: 24am

1. Incredibly huge line up
Appointments are useless. Still need to wait 20-30 mins.

2. Lack of professionalism
A receptionist doesn’t know documents and regulations for making/renewing IDs. She even scolds and ‘educates’ people.

Went to renew my driving license. Didn't really wait a lot because I had schedule an appointment and I recommend for everyone else to do that if you have to deal with icbc office so you don't have to wait to much. The lady that served me (my bad I forgot to ask her name!) She was really nice and friendly! I loved it. I definitely recommend this place! 5 stars!

Went to this ICBC center for BC licence. Service was prompt and friendly. I was helped by Harvey, who went above and beyond to make the process smooth and efficient. Great job!

Amazing Experience. Representative Named Lannie is wonderful lady, she was very helpful and answered every question. A big thanks to Lannie

I visited there for knowledge test. The Philippines young lady was on appointment side was so rude. She doesn’t know how to deal with customers and I don’t know why people hire them even they don’t know what customer service means. People are coming to you because they can’t do it at home. You need to help them by explaining everything with patience not rudely. It was morning time and she is rude with everyone. Hope so you teach her how to deal with customers say hi, hru something like that.

Went here the other day for my knowledge test and was serviced very quickly and was greeted by a very friendly lady. After I had completed my test another lady helped me out and she was the most delightful person I think I have ever met. She congratulated me and even danced with me to celebrate that I passed! I believe her name was Heather. Best service I’ve received from a ICBC! Left with a huge smile on my face:)

A big kudos and shoutout to Harvey G for helping me today with my driver license and my health card.
He was fast, lovely, friendly and very polite!
Thanks for your 5 star customer service and your smile:) keep on the good job.

LICENSE renewal, she was fast and efficient in and out in under 10 minutes. Including wait time in line.

Shout out to Tamara who swapped my Alberta license to a BC one. Super helpful and friendly! Word of warning for the walk in times - I got there an hour before opening and was the third in line. Make sure you get there early!

Today I tried to apply for the BCID but got into the wrong line. When I headed to talk with the help desk, the person I spoke to seemed really willing to dump all the hate on me because of it. I apologized for the inconvenience but she kept throwing my mistake out loud for everyone in the room to hear. I doubled-sorry and just left that place wondering, what's wrong with people these days?

The staff lacks customer service skills, especially their supervisor who was very rude and biased. She told I was lying about working 6 days a week, and I have 2 jobs and therefore it is difficult to come another time. Finally, she just turned her back on me and left.

No customer service skill and unhelpful! Instead of trying to help you and resolve your issues, they find faults and push you around. That what happened to me several times.

If you can't book appointment, come to here early 9: 30 to 11: 30 am
I came to transfer my Texas driver license. Despite there was a delay due to agreement between ICBC and Texas DMV but everything was great. Staff are nice.
Thank you very much

Horrible unhelpful, the icbc supervisor was not willing to help me with anything, my last 2 visits they were super helpful. But this time for some reason my ID wasn't valid but they were ok from my last 2 previous visits. Felt like he just wanted to help the next in line.rush me out because I filled the wrong appointment type, they need to work on customer service alot more.

Woke up early on a saturday (March 6) to go take a knowledge test as the webiste says the metrotown location takes walkins between 9: 30am & 11: 30am. Lady came up to the line up and started telling people that they do not take walkins for knowledge test. I asked her why the website doesn't mention this. She proceeded to say that it says except knowledge tests right where it mentions walins on the website. I have attached a picture from their website.
Wasted one hour to drive there and back plus lined up before they opened plus the prep time for the test. It has been one year since the pandemic started and icbc can still not adapt. There are no knowledge test appointments for at least 2 months even if you try to book in Abbotsford. Disappointing to say the least.

Trying to get my picture ID and again and again they come up with something different because you are an immigrant. I will try again, having been trying for 3years even though i have been here since 1975. What a shame and being a Canadian citizen.

The ladie who was working on Saturday March 6th in the morning in module 5. She was very rude and unfriendly to attend me. Very bad experience and did not help me at all.

Dec 2020: Came here to renew my BC Service Card.
NO SKED NO GO.
NO MASK NO GO.

STEPS:
1) BOOK ONLINE! No one will let you do anything inside if you don't have a schedule. Renewing, paying tickets, etc can be done online now and no booking required.
2) LINE UP! Make sure you have everything: mask, papers, all ID, etc. You can even bring the letter of schedule so you dont have to talk. Line up only ON YOUR SCHEDULE.we were filled and sorted.there was a person who told us to not line up if it's not scheduled right now.so 10mins is too early.line up 5MINS early or else the person will ask you to line up later if you are too early or no booking sked. You can't ask or talk to anyone also bec everything is online. They will point you back online. When it's near your turn, you can sanitize your hand while waiting!
3) TELER TIME! Wait until they ask you to give what they need. They will ask you why you are there.you can show them your schedule if you have it printed. They will then ask for your ID to confirm your name. THEY WILL ASK YOU TO SHOW YOUR FACE to confirm your face on your ID. Then they can process your things. For me was to renew BC ID, so they took a pic of me. I also saw people doing knowledge test, so that one is still going.

I LIKE:
- they have sanitizer.
- they have markers.
- they have masks.
- they have clear dividers.
- online booking and let others who have sked go VERY VERY FAASSST! <3

DISLIKE:
- no announcement that everything is online now.so lots of people who just wanted to pay tickets and just took the day off did not get to line up.but it's just the timing and they didn't look online bec they were just used to go to ICBC.online is way better and faster.

Past:
Did my knowledge test here pre-covid. Easy to book online and you come here to take it on their computer.

A typical ICBC branch - long wait time, pretentious employees, bad customer service. This branch is not particularly bad compared to others, but most of us should agree that ICBC is one of the worst organizations in the province.

這樣間隔是有用喔? 室內U字型排隊還規劃到不通風的區域，站個半小時跟大家交換空氣好危險.
Book service online and still have to line up to wait. Fine, it is okay. I know your system is always out of date. Then the line up turned into a small hallway that everyone shared the breath inside and that is really bad.

Speedy, efficient, and responsible, while still giving friendly service. When we usual think of ICBC, we think of headaches and stress and long wait times. I appreciate the feature of appointment-only. Thank you for making my ID renewal stress-free!