Santa Rosa DMV — Local services in Santa Rosa

Sorry for the rant… My 16 yo daughter just passed her behind the wheel driving test. After completing the test the instructor/ tester told us to go inside and wait at window 20. There was a line of about 6 people waiting to be helped at window 20. We got in line as the person being helped ant window 20 was just finishing. Instead of helping the next person in line, the woman working at window 20 called someone by name and someone seated came up. When that person was done she again called someone else up. At this point the line had grown to 9 people. The woman working at window 20 came out and told the first person waiting in line they needed to move a foot to the side of where they were standing. She then went back behind the glass and called up that same person. Seconds later came out again this time to tell someone else to sit down. This went on and on. The people being helped just stood there confused (as we’re all of us in line). Instead of helping people in the line of now 15, the rude woman kept coming out of her area to tell people to stand somewhere else or to scold them for something stupid. For me personally, she came out to tell me I couldn’t be in line with my 16 yo daughter and I had to step aside. So I moved. A couple minutes later she came out again to tell me to move another few feet away. And that was just me. She stopped 3 times to tell an elderly woman who was with her husband to move and eventually take a seat. She came out to tell someone to get off their phone. Another time she came over to the glass, knocked loudly on it, and told someone to stop talking who was in line. Because of this the line wasn’t moving and kept getting longer and longer. Today I dealt with several other DMV employees and thankfully the woman at window 20 was the only one who clearly doesn’t like her job. The employees checking people in, the woman working at window nine, and the woman who gave her my daughter her driving test were all friendly and cordial. The woman at window 20 however went out of her way to be rude and seemed to enjoy making people upset. As we were leaving a couple of guys sitting down said to us “isn’t that woman the rudest person u ever met?” I couldn’t agree more. I don’t live in Sonoma County anymore so I thankfully will never have to deal with window 20 woman ever again but I really think the DMV should do something about this. In my 42 years I have never experienced anything like that. It’s one thing to be rude to customers; it’s another thing entirely to go out of your way make it harder for customers to get what they need. This woman got a kick out of pissing people off....

Thursday 10Dec2020 0920 Hours Main entrance

As I approached the threshold of the building, a female staff member quickly rushed up to me. She mumbled something, which I absolutely could not discern, and proceeded to turn her back and walk over to her little desk.

As I followed, she waved her hand wildly saying "Wait! Wait!" (Apparently indicating for me to Stop). This was just the beginning.

--- A few observations ---

there was no one directly in the doorway, watching in an attentive manner. When the staff member came up, it was rushed and somewhat aggressive. No greeting, and no clarity in spoken words. No information on what I was required to do in order to assist me in complying with whatever the screening/intake process was to be.

--- let's continue with my experience ---

Upon arriving, a nice "Hello, good morning! What's the purpose of your visit today?" would have been nice.

Either way, she rushes back from her little desk to SHOVE a laser temp scanner in my face (whoa! Whoa!! ok, no warning???), mumbled something again as she rushes toward a machine kiosk about 15 feet away. Ok, so I don't know if I'm supposed to enter now??? She's now by the kiosk, she stops abruptly, mumbled something again, and motions in frustration to have me come where she is.

She places her hand out for me to hand her something (No words), and I assumed it was the registration form I had, she grabs it, scans it, mumbles something again, and points to the screen. I said, "I'm sorry, I really can't hear you."

She says "cash or debit". I replied with debit. She mubles something again as she walks away. I finish the process, and as she has her shoulder turned to me, she continues to mumble something (her posture is less than helpful when her mumbling is already difficult to understand).

At this point I am done with her attitude, her lack of kindness, her lack of sincerity in assisting people, and her absolute lack of motivation to speak clearly.

I wrap up with the kiosk and she mumbles something. I gave no indication that I heard her. She speaks up CLEARLY this time and simply says "you're done. Exit that way" as she pointed to the back door.

Yes, I GLADLY left.

Wow, (Shaking my head). Santa Rosa DMV, I gave you a day of the week, date, time stamp, and location of this staff member.

I encourage you to remind this staff member of the basics when it comes to customer service.

Honestly, this was a pretty trashy experience. You may have amazing technology to help people get the task done faster, but please remember, you're dealing with people, not cattle.

Time to check your...

Having recently purchased a mobile home and relocated to California, I have had 4 visits to this office in an attempt to get all my paperwork (title transfers, registration and license) situated in CA. There was a problem with an error on my file in another state and working that out. I don’t hold CA responsible for that. I do however recognize the lack of humanity at this office. Being there feels more like a third world experience than a government agency in a US state who collects higher taxes than most. Welcome to California, I guess.

Appointments book weeks in advance which is not an option if you just moved to the state. You MUST wait hours to get any help or information. 3+ hour waits are the norm. Yesterday, arriving 10 minutes prior to open, I entered a line that already snaked around the outside of the building. There is a security guard who barks at you to scan a code to get your spot in line – it doesn’t work on my phone or many others. The wait was over 2 hours just to be told that there is still a pending hold on my file in another state.

It’s not actually a hold yet. It’s just due to me changing my insurance to CA and not having the registration/license yet (because CA won’t issue me the license due to the hold). It’s a weird catch 22 situation. I went to a non-DMV place and got my car registered easy-peasy. I will go to Petaluma DMV to get my license after waiting for that pending hold to be lifted. It’s a new life goal to never step foot in the Santa Rose DMV again.

In my visit yesterday, there was a man who needed help with the computer application. There was no one to help him because the front of house worker is already overworked manning 2 lines at once. I was happy to help the man in need and be reminded that I am a human capable of genuine connection. It’s what makes me a human. It seems the folks working at the Santa Rosa DMV have largely detached from what it means...