The New York State Department of Motor Vehicles (DMV) has launched a new online form for consumers to file complaints against auto repair shops, car dealers and inspection stations, streamlining a process that currently handles more than 6,000 complaints each year.
The digital tool, now available on the DMV website, allows users to submit complaint forms and upload supporting documentation directly online. After submitting, complainants receive a confirmation email from the DMV. The agency said the tool aims to simplify the reporting process and increase transparency for New York vehicle owners.
Last year, DMV investigations led to more than $1.48 million in consumer refunds and repair cost reimbursements for more than 470 individuals. Many cases involved poor-quality repairs, undisclosed vehicle defects at the time of sale, billing for incomplete repairs, or charging for unnecessary work.
DMV staff will not investigate a complaint until a completed VS-35 Complaint Report has been received. The new online platform eliminates the need to email or mail that form separately, allowing for a more efficient complaint process.
The DMV encourages consumers to first bring complaints directly to the attention of repair shop or dealership management. Customers should also:
• Keep detailed records of all communications with the shop or dealer
• Save copies of work orders and invoices
• File complaints within 90 days or 3,000 miles of the original repair, whichever comes first
If informal resolution fails, the complaint is escalated to a Consumer Services Representative (CSR), who will contact the business and attempt mediation. If necessary, a DMV Automotive Facilities Inspector (AFI) may launch a formal investigation that can lead to administrative hearings.
Penalties following a hearing may include registration suspension, fines or, where applicable, restitution. However, restitution is limited to direct repair costs or overcharges and does not cover incidental losses like rental cars or missed work.
While consumers cannot appeal DMV decisions, they may seek additional remedies in civil court. The DMV emphasized that filing a complaint with them does not prevent legal action or engagement with other consumer protection agencies.
For more information or to access the complaint form, visit the DMV's website or contact the Complaint Unit at CSR@dmv.ny.gov.
