DMV — Local services in Sterling

Having dealt with the DMV over different states, I can safely say my experience here was the worst. Never in my time had I dealt with so many people who had different conclusions to a simple process. What should have taken 20 minutes at the desk turned into a combined five hours and two separate visits.

The task I needed to complete was nothing monumental; only that I update my insurance information with the DMV so that my license doesn't get suspended... no problem. Seeing how the DMV is only a small drive, I visited them at 3:30 PM and wasn't seen till 4:45 PM. Thinking I would need to show my insurance information showing I have been covered for some time, I was profoundly mistaken. I was to show proof for a specific day not for a broad time in which I am insured. Not only does my Proof of Insurance continue until next year, the date needed was between the start and end day of my coverage. Confused but willing to have this issue resolved quickly, I was given the task of calling my insurance to show I had insurance for the specific date and FAX it to the DMV office. With a FAX number in hand, the office closed, and I was ushered out. A task for tomorrow, no huge deal.

Returning and issued my number 10:40 AM, I spoke with my insurance provider (who was just as confused as me about the date compliance) and the information needed was FAXed to the number provided. Once called at 12:20 PM, I was told I had the wrong FAX number, provided a new one and placed back in the queue. After another phone call to correct the FAX, I was called ~20 minutes later to another employee to find out the second FAX number was wrong. Back in the queue once again, I made another phone call and had the information emailed to me in the event that FAX number was wrong (third time is the charm). Finding a manager as I finished the call, he retrieved my information but was asked to wait till my number is called again (already at this point was far gone.)

After waiting ~30 minutes, I am called to meet with a third person who had terrible news for me. The information I was asked to provide (the specific date showing I was insured) wasn't enough to show I was adequately insured. I was to show Proof of Insurance... the original document I provided on my first date... the document that shows that even covers the date needed. I had provided this document every time I spoke with a new person, but for whatever reason, that document was not what they sought after.

I am unable to understand what the major malfunction is with this process. How is it I get three different people and three different answers? I do not place the blame on the front line employees what so ever. Every person I spoke with was professional and sympathetic enough, but there are only so many times I get passed a wrong FAX before it becomes annoying. There are a lot of procedures they need to know, and every person they meet do present unique problems they need to tackle best they can. However, on the ticket, I read (and paraphrasing) "Not a first come, first serve system. Tickets are done based on wait times, issue and expertise."

Get Real!

I understand how busy things can be, but this process was unneeded and unreal. A process that could have been done on the first visit took five hours between two days. What seemed like a process of going online (yes, I did ask and was told I could not) was made into a test of patience. So upset by the whole ordeal, I couldn't find the ability to be upset or angry, but amazed. At the end of it all, I would much rather partake the sweet, sweet embrace of death over reliving this experience.

TL;DR : Long wait times, confusion of documents needed, what's the FAX number?

Friendly and professional employees are a plus! Can't say I had any issues with the front liners in...

I made an appointment here to process a registration for my mom's vehicle. I am her Power of Attorney and am legally able to do so. I had all of her information and the signed forms. What upsets me is I went into the front and explained all this to the associate who checks your papers and gives you the forms. She said I should have everything that I needed. I was aware this would be more complicated than the usual transfer but they told me I would be fine. So they gave me a chair and i waited. I get called to the window only to get told i cant do it with my licence. Id need a copy of hers. So i ask if i can email it (I had a digital copy not paper) and she could print it out for me. She said no it's against agency policy. So I say OK. I'm the POA I'll register it in my name. Again I'm told no because the title is in her name. OK,I'll sign the title myself. She says no my mother would have to do that and I'm told i have to leave and make another appointment. Well then why do I have POA over her decisions if i cant process anything like that! It makes no sense. She cant do it herself and now I have no idea how I'm supposed to registrar the car here. The attendant was not understanding, very short, and seemed to have no empathy for our situation. I ALSO work for a government agency. I know we have policies. But when circumstances are not cut and dry I go out of my way to make sure we do all we can to help someone. Its disappointing to see that is still not the case with the DMV. I dread going there. Its always a terrible and disheartening experience. I would not have been so upset this time if they girl at the front would have said you cant process this because "x,y,z". Get those and make another appointment. Totally fine. But to wait and especially during a pandemic time to be told no at the counter is beyond frustrating. I gave two stars because the other attendants were nice and they were doing a good job of keeping things clean and sanitized between customers in these crazy times. I would like to add. I tried to call a head of time but,the Richmond number always says they're to busy to answer and try again later so making an appointment to get turned away was the only way to find out any...

Negatives are clearly stated by others, long lines, often surprises after you wait as to items needed, many indifferent staff, about par for government beaurocracies. At least they seem to have a generally fair system so every suffers equally. Now my particular visit and some plusses. Went for a simple task (adding my partner to title and registration so she is an official, legal owner). Arrived 8:30, line out door, got to front by 9:05 but was told I had to have partners drivers license, which I had on my phone but phone was in car. Lady told me to get it and come back to front of line which I did. Front worked well, once she was done I showed her perfect photo of license only to be told it had to be printed out (but I could come back to front again). Ran back home and got paper copy and returned to DMV but lady at initial gate was "out on road test" (I talked to polite guard). Now sitting gatekeeper asked what was going on and the guard related my stop. Got a ticket in a second and number was called almost immediately. Got up to a great lady (polite, smart) who ran things through (though system was on blink) and told me the bill. Unfortunately I had lost my wallet. Lady let me run out to car and step right back to service. Could not find wallet but found check book which worked thank goodness (they need Paypal). Got my amended title and registration with a smile in about 15 minutes (after two earlier visits comprising two hours on same topic). At least as a returned I skipped the line and they waited while I ran out for check. All in all, no complaints. Everyone suffers equally and staff tries to accommodate reasonable needs. Can't give a five but four is fine. Hope they read these reviews and...