New York State DMV - Manhattan (Midtown) — Local services in New York

I was treated very badly at this DMV location. I went in on a late afternoon to get my DL changed from out of state to NY state. I expected to be waiting for some time, but it was a HELL to me. I was there from about 4:30PM and didn't leave until approximately 8:15ish PM. I half expected to leave by a little over 6 or close to 7 since the DMV closes at 6PM. The wait time wasn't even the worst or what had provoked my madness and frustration to draft out this review.

I am a very patient person. What happened was during the wait period, their machine or system that called out numbers broke down, so in turn, a lady had to call out groups of numbers verbally. Not to mentioned she didn't call out those numbers in order, she skipped a few. When my number was skipped, I went to a counter to ask. The lady by the name of Paula (I saw on her nametag) started giving me an attitude and accused me of not listening to my number that she had called that number out multiple times. She gave me a new number so that I would wait all over again after 2.5 hours. In my mind, I didn't fully believe her because the woman who was calling out those numbers had a very distinctive voice and didn't sound like her at all. I let it dropped and sat down.

About another hour (way passed their closing time), another lady came out to check on the rest of us who still had numbers in our hands. She said our numbers were missing in the system. Then they were in a rush to service us and lined us up again. Unfortunately, I reached Paula again for the second time and she gave me the same exact attitude. She asked (with an attitude like I'm stupid). Her exact wordings was "What were you doing when they call if anyone need photos?" Mind you, coming from another state, I didn't know that was one of the procedures for getting my license changed because one, I don't go to DMV often and two, the procedure was different in FL. They don't just called out "Anyone needs a photo? Please line up in front of counter xxx (without calling the number we had in our hands first)"

I was already frustrated with the wait time and had to deal with her sassy attitude. If she was my friend I would let it slide, but at this kind of professional facility, is that appropriate to treat a customer? Later on, an older lady finished what was left to complete my request and didn't tell me that my DL would be mailed to me within two weeks and the paper that she nastily threw at me was my temp DL. She just stared at me and said I can go after she put all documents away, while I waited patiently and silently for her to tell me all that. The woman named Paula made it sound like it was my fault as if I wanted to stay behind on a Friday evening. Little did she know, she had ruined my Friday night. I am aware that they are located in the center of the city and occasionally they would have a huge volume of customers but I do not deserve this kind of treatment or service. As an official NY state resident, I seriously think their hiring department/manager should re-evaluate their employees. I was very upset leaving the building. Now I would have to avoid going to that place as I am sure it will evoke my...

The Department of Motor Vehicles (DMV) is an essential institution that serves millions of individuals each year. While recognizing its importance, there are critical areas where the DMV can undergo a comprehensive transformation to provide a truly customer-centric experience. By addressing these issues, the DMV can elevate its services and enhance customer satisfaction.

First and foremost, the DMV should embrace technology and digital solutions on a broader scale. While efforts have been made to establish online appointment systems, there is still room for improvement. The system should be managed effectively to minimize waiting times and ensure that scheduled appointments are honored promptly. Additionally, the functionality of self-service kiosks should be regularly maintained to streamline the check-in process.

Furthermore, the DMV's website is in dire need of an overhaul. The current website is often confusing and difficult to navigate. It should be redesigned with a user-centric approach, focusing on intuitive navigation, clear information, and easy access to online services. A well-designed website would empower individuals to find the information they need and complete transactions online, reducing the need for in-person visits.

In addition to technological improvements, customer service training for DMV employees is crucial. Instances of condescending behavior and lack of empathy towards individuals unfamiliar with the processes should be addressed. DMV staff should be trained to provide patient, respectful, and helpful assistance. By fostering a culture of excellent customer service, the DMV can create a more positive and welcoming environment.

Moreover, the DMV should place a strong emphasis on clear and effective communication. This includes providing timely updates on wait times, service disruptions, and any changes in procedures. Transparent communication would manage customer expectations and reduce frustration during visits to the DMV.

Lastly, the DMV should prioritize environmental sustainability by reducing paper waste. The transition to digital forms and electronic signatures would not only streamline processes but also contribute to a greener future.

In conclusion, the DMV has the potential to undergo a comprehensive transformation that focuses on the needs and satisfaction of its customers. By embracing technology, improving the website, providing excellent customer service, enhancing communication, and prioritizing environmental sustainability, the DMV can reinvent itself as a modern and customer-centric institution. Let's work together to create a DMV experience that respects people's time, embraces convenience, and prioritizes customer satisfaction.

#DMVTransformation #CustomerCentricity...

I was at this DMV office on March 11, 2025, around 4:00 p.m. to change a driver's license. After getting the appointment barcode scanned, I proceeded to wait until the assigned ticket number was announced on the monitor. From where I was sitting, I observed a female DMV employee who was practically yelling out ticket numbers and telling customers "not to ask her any questions and just listen to what she's saying," She was pacing the floor up and down like a drill sergeant and being unnecessarily loud and very rude towards customers for no reason. Her facial expression showed her disgust as if she didn't want to be there. I was hoping that I didn't have to ask her anything, but just my luck! When I noticed that my assigned ticket number was skipped over on the monitor, I asked why my number was skipped, and she immediately came out nasty and rude by saying. "Don't ask me any questions."Just go to that line! She was not using a polite tone to tell me this, but rather an inappropriate tone. There was no need for her to come out like that. Her tone and volume was unnecessary and disrespectful. She doesn't know how to give directions or speak to people politely, Also, the female employee at window #26 was very rude and condescending when asked a simple question. It seems that leadership at this DMV location allows this type of behavior towards customers. Very shameful! I'm sure that your DMV Commissioner Schroeder or Deputy Jackstadt wouldn't allow or condone such disrespectful treatment of customers who are paying for a service. It's not free! These employees need to be retrained in customer service and learn how to give instructions politely and stop being rude. If they can't do this, then they should quit because there are definitely more qualified people who are waiting for an opportunity to work and offer the highest level of customer service. It says a lot about this location when customer Google reviews are very low 1 or 2. My bad experience is not a reflection on the whole staff because the employee who reviewed the documents and processed the payment was very polite, courteous, gracious, listened to my questions, and went above and beyond in customer service. I congratulated her on my interaction with her but expressed my disappointment with the poor and unprofessional behavior of the female employee...