Salt Lake County Government Center — Local services in Salt Lake City

I’m writing to document a recent experience I had with Salt Lake County regarding a serious issue on my driving record.

My insurance provider, GEICO, recently informed me that I have a traffic violation listed as “guilty” on my record, even though the case was formally dismissed. This discrepancy is causing my insurance premium to nearly double. GEICO advised me to contact Salt Lake County directly, as the court is the original source of the record.

When I called, I spoke with Kristee. I politely explained the situation and said I was looking to have my driver record reflect the correct outcome—“dismissed”—as shown in the court resolution. Instead of being met with understanding, Kristee immediately laughed and took a condescending tone. She told me, laughing again, “There’s nothing to update. It says dismissed, not guilty. What do you want me to change?” Her tone strongly implied that it was silly or absurd for me to even think there could be a problem.

I responded calmly, saying, “Right, it is crazy that this is happening—but it is happening,” trying to communicate that while I understood it might sound strange, it was a real and frustrating issue for me.

Trying to explore solutions, I asked if perhaps the Driver License Division could have outdated or incorrect information. She laughed again and responded mockingly that they get their data from Salt Lake County, so “of course” they have the same information, once again treating my legitimate concern as if it were laughable.

The entire interaction made me feel belittled and dismissed—not just my issue, but my attempt to understand and resolve it. I wasn’t demanding a fix on the spot; I was looking for clarity, next steps, or even just acknowledgment that the issue might warrant further checking.

Thankfully, I decided to call again and was lucky to speak with another agent who was kind, patient, and professional. She suggested I request a copy of the case resolution or possibly pursue an expungement, she even explained to me that the file is called a "docket" and that I could refer my file as such for better understanding. --What a difference of service!!!. She even took the time to clearly spell out the email address I needed to contact—twice—to make sure I had it correctly. I followed her instructions, sent the request, and received a response shortly after. That’s the kind of public service that makes a real difference.

I’m sharing this experience not to escalate, but to ask that Kristee’s interactions with the public be reviewed. Citizens come to these offices often confused or overwhelmed, trying to solve issues that impact their lives—financially and legally. The very least we deserve is basic respect, professionalism, and a willingness to help or explain, even if the answer is “there’s nothing more we can do.” Yes, it looks silly that my insurance sees this case as "guilty", but your system shows it as dismissed, but it could happen, just be open minded about these kind of situations

Thank you to the second agent for her humanity and helpfulness—and to anyone reading this, please make sure this kind of contrast in service...

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