Report a problem with a DMV regulated automotive business

What is a DMV regulated automotive business?

The DMV regulates all repair shops, inspection stations, dealers, junk and salvage vendors, and other automotive related businesses in New York State. 1

 

How do I place a complaint against a DMV regulated automotive business?

First, attempt to resolve the issue with the management of the business. Keep a written record of all contacts with management in addition to details about the inspection, repair, or sale. Copies of work orders and invoices are proof of your attempts to resolve the problem. 2

If a satisfactory resolution is not reached and you wish to file a complaint, you must submit a Vehicle Safety Complaint Report (PDF) (VS-35) along with any supporting documents to the DMV Consumer & Facilities Services Complaint Unit. To submit electronically, download the complaint report available at the link above to your personal device. Attach and then email the completed report as well as any supporting documents to [email protected]. Please note that DMV staff will communicate with you through email.


Complaint Unit
Bureau of Consumer & Facility Services
Department of Motor Vehicles
P.O. Box 2700-ESP, Albany, NY 12220-0700
FAX: (518) 486-4102
Phone: 1-518-474-8943 (between 8:30 a.m. and 4:15 p.m., Monday - Friday)
Email: [email protected]


IMPORTANT: DMV staff will not investigate a complaint until a completed VS-35 Complaint Report has been received. The department does not investigate complaints that have been filed anonymously. There is a 90-day limit on reporting incidents related to a NYS Repair Shop. We cannot accept complaints against Repair Shops beyond the 90-day limit or 3,000 miles (whichever comes first). The DMV cannot resolve disputes over the terms of manufacturer or third party warranties or guarantees. If you feel you have a NYS Lemon Law complaint, please see Lemon Law Complaints.

Once your complaint has been filed, a Consumer Services Representative (CSR) from DMV will be assigned to handle your complaint. If the CSR is unable to resolve your complaint, the case will be sent to an Automotive Facilities Inspector for a formal investigation and possibly a hearing. 3

Depending on the complaint, this process could take several weeks to several months to resolve. 4

  • 1. Other related automotive businesses include vehicle dismantlers, salvage pools, mobile car crushers and itinerant vehicle collectors.
  • 2. We cannot take action against a facility unless we can find adequate evidence to substantiate the claim. Additionally, if the facility does not have a current registration, there are limitations on any fines and penalties that may be recovered.
  • 3. For additional information on the investigation and hearing process, please see our What to Expect if You File a Complaint Against a DMV Regulated Business.
  • 4. If you have questions regarding a complaint you placed or the complaint process in general, contact the DMV Complaint Unit at 1-518-474-8943. Office hours are Monday - Friday, 8:15am - 4:15pm.