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New York DMV makes consumer friendly improvements to auto industry consumer complaint process

Published on June 12, 2025

DMV NY

The New York State Department of Motor Vehicles (DMV) announced recently that it has launched a new online complaint form, making it easier and quicker to report consumer complaints against DMV-regulated business such as repair shops, auto dealers, and inspection stations.

Originally, a customer wishing to submit a complaint against a DMV-regulated business would have to access the complaint form on the agency’s website, at a local DMV office or alternatively, by contacting the Vehicle Safety Complaint Unit. The consumer then would be required to submit the completed form by email, mail or fax.

“DMV is focused on improving customer experience in every facet of our business and providing an online submission form gives consumers an easier, more modern approach to report potentially serious violations against DMV-regulated businesses,” said DMV Commissioner Mark J.F. Schroeder.

“They will also get immediate confirmation that their complaint has been received and is being addressed, giving them piece of mind.”

With the new online complaint submission, customers are now greeted with a welcome screen confirming that they are trying to submit a complaint about an automotive facility in New York State.

The web form prompts the customer to enter relevant information only related to their specific type of complaint, as well as provide them the opportunity to upload additional documents.

After submitting the complaint, the customer will receive a confirmation email letting them know their complaint was received. They will also be able to print out a copy of their complaint.

DMV offer these tips to consumer who have a complaint about their vehicle:

  1. Bring complaints to the attention of the repair shop or dealership management right away.
  2. Keep a record of all contacts with the repair shop or dealer about the vehicle and any repairs or adjustments made.
  3. Keep copies of all work orders and invoices as proof of attempts to resolve the problem.
  4. If the complaint concerns a repair, file a formal complaint with the Department of Motor Vehicles within 90 days or 3,000 miles of the repair, whichever comes first. If the complaint does not fall within DMV’s jurisdiction, DMV will refer the consumer to the proper agency.

NYS DMV image.

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