New York State Department of Motor Vehicles — Local services in New York

Me and my hisband had scheduled an appointment nearly a month in advance through your official website to obtain a Real ID. Given the long wait times and limited service windows in New York City, we took a day off work to complete this process. Upon arrival at the designated time, we found the reception staff to be courteous. After passing the security check, we completed the necessary steps, including document verification and photographs, and received queue numbers LU332 and LU333, with approximately 80 individuals ahead of us. Due to the overcrowded and inadequately ventilated waiting area, with insufficient seating and unbearable heat, we stepped outside briefly to smoke and eat, as my husband experiences panic attacks and cannot remain in enclosed, stressful environments for prolonged periods. Throughout the waiting period, we regularly checked our queue status and ensured we were aware of our turn. At 5:10 PM, upon attempting to re-enter the facility after our last check, we found the doors locked. Despite having active queue numbers that were being called on the display and receiving an SMS notification confirming our turn, security personnel refused to allow us back inside. Additionally, their behavior was unprofessional and dismissive, with no effort made to understand or address our concerns. We were not the only ones affected—several others were also left outside under similar circumstances. A kind staff member did attempt to escalate the issue to a manager, for which we are grateful, but the matter remained unresolved. The conduct of the security personnel, particularly one individual who spoke to us in a rude and disrespectful manner, was unacceptable. There was no apology, acknowledgment of the situation, or consideration for the inconvenience caused to those who had been waiting in line for hours. At no point were we informed that re-entry would be restricted or that leaving the premises would forfeit our place in line. Given that we had already undergone most of the process, it was unfair and unreasonable to deny us service at the final stage. The overall handling of the situation reflects a lack of customer care, inadequate communication, and unprofessionalism. As a result, my husband and I lost an entire workday and endured an extremely frustrating experience with no resolution. I urge you to review this incident, address the inadequate service conditions at this location, and take appropriate action to ensure that customers are treated with fairness and respect. I look forward to your prompt response and the corrective measures you intend to take regarding...

So after my attempt with no appointment, I went there for my appointment. The man at the door would not let me scan my appointment in, but made me wait for the woman who was busy with another customer. Why is he standing there? Why am I paying over $80 to renew a non-CDL to pay someone to stand there and do nothing? When she was finally free, I told her I was there to take a new picture. She gave me an application. I told her I was just there to take a picture as per their instructions. She again handed me the application. I told her my license was already renewed and I just needed a new picture, but she still pushed the application on me. I pulled out my “Photo Retake” form and showed her where it says “We’ll do everything possible to make your visit brief” and pointed out that if they wanted me to fill out an application they would have included one. This seemed to convince her, so she sent me back to the man to scan my appointment, just as I had tried to do when I first walked in. Why have kiosks if you won't let customers use them? I guess it comes back to all the fees they collect, they don't seem to care if they waste our money or not. The layout at his location has 3 windows where they take photos. I waited over 10 min. from my scheduled appointment time while they called 3 people without appointments (note that when I was there 2 days earlier without an appointment, I waited for 14 minutes while they called only appointments to those minutes before I gave up & scheduled my appointment.) When they called me, the man at the counter at least admitted the alleged problem with their "photo-finishing" was Albany-speak for they want a new photo. He was very professional and clear. His attitude is the only reason they got more than 1 star rating for this visit. I then had to go to another counter to have my interim license printed, for which I was called almost immediately. Total time JUST TO TAKE A PICTURE for a license already renewed by mail - 25 min. After 2 visits, I must conclude that all these reviews about people in & out in minutes must be fake reviews by employees, I fail to see how this inefficient and incompetent cast of characters can achieve...

I don’t usually leave bad reviews unless I have an incredibly negative experience, which I did here. I got trapped in the women’s restroom, the door was broken, there was no clear signage to indicate it was out of service, and a female security guard had directed me to where it was (not mentioning anything about the door being broken). I was trapped in there for only about 10 minutes while they tried to get it open, I did not complain or make any sort of fuss. Despite this, once they were able to get my out the (I believe) manager of the location (a woman about in her 50s) proceeded to immediately shout at me and shame me for getting stuck in there. Which is really ridiculous as I had no way of knowing the door was broken, I never want to bother anybody or waste their time, I just came in to take my learners permit test and had a very positive and pleasant experience with everyone I interacted with until this happened.

I tried to reason with her and explain I had no way of knowing the door was broken, she continued to shout at me and even threatened me with physical violence. A male security guard came over ready to escort me out as I continued to try to explain what happened to this very unhappy woman, he loomed over me as if I was the attacker, as this employee continued to verbally attack me and threaten me. He did nothing to protect me from her or deflate the situation. The female security guard who had directed me to the restroom with the broken door denied that she had done so, making the situation even worse and fueling this woman’s attack on me.

I was incredibly shocked by this experience and felt rather distressed for the whole rest of the day. This is a government building, of all places this type of behavior should be completely...