ComplaintsforMVD Express

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently I noticed my drivers license was expired / major problem since I was flying in just a couple days. I went to this MVD and got in very quickly while I was out and about getting ready for the trip. I was very flustered. I asked to renew my license and everything went fine. As we were finishing up I reminded the clerk that I was flying in a couple of days - would my receipt be enough? She said I would also need my punched drivers license. I was just so relieved that I wouldnt need to cancel my trip. at airport security - the agent looks at my receipt and says "I hope you got a Real ID, this is only going to be good for a few months". What the heck - MVD Express offered me a 8 year renewal (+fee). I thought to myself, "Surely it must be a real ID; they wouldve MENTIONed it when I'm there asking about flying on this license,right?" They never mentioned real ID to me. Today the lady told me it was my own fault for not asking for a Real ID, that I should've known about needing one since it's been all over the news, and it wasn't their job to mention it to me even though I was in there asking specifically about flying, etc. Why are they even there except to help the public figure out what we need? I was told I would need to repay ALL the fees in order to get a real ID. Pretty sure this is not the "excellent customer service" they advertise on their website. . The girl who helped me a few weeks ago was efficient and professional - I think it was a detail she just missed and so did I - last time I renewed was online during Covid - I had no idea what has changed. But for there to be no recourse or apology from this other lady? I won't be going back there. I would like a complete refund as now I have to go back and start the process over. This woman was rude muttering under her breath that I should've known something I obviously didn't. That's really no way to treat a loyal customer.

  Business response

  08/23/2024

  Please allow my team to research this transaction and respond to you. If we are wrong, we will make it right as we value you and your business. 

  Business response

  08/28/2024

  We did not handle this transaction well and we apologize. We will make it right by issuing a refund. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 22, 2024 my wife and I went to the MVD Express at the Coors & La Orilla location to get my wife a RealID identification car (not a license). We brought all the necessary documents and told the individual (****** Torres) that my wife needed a RealID identification card with out any drivers license. She was a trainee so her co-worker ****** was showing her what to do. Once we paid for the ID ($64.47) ****** told my wife she would receive it in 2-3 weeks. They both made a mistake and processed a "standard" ID request rather than the ReadID one we requested. This was the first one for my wife. We found out the mistake at the airport in May while travelling when she used her ID at the airport. Today, July 12, 2024 we went back to get ****** and ****** to fix this problem. ****** was helping another customer to Wendy de Jesus helped us. She asked ****** what to do. ****** Called a ******** *** (Operations Manager). ******** told ****** that they would only help us with a new ID for free if we returned the next day or within one week. This makes no sense when we have to wait 2-3 weeks to get the ID. My wife and I have never had a "RealID" and did not know what they look like. ****** said "You signed the standard ID request". How would we know on their computers (which they do not show us except to answer questions) what form the employee was filling out? This is unacceptable! We paid for a new "RealID" this time with the same 2-3 window wait time to receive it today (another $64.47). I expect to be reimbursed to my credit card for the mistake of the two employees (a trainee (******) and her trainer (******)) and an apology instead of a snarky comment from ****** "you signed for the standard ID, sorry". Terrible customer service instead of admitting you made a mistake and making it right.

  Business response

  07/16/2024

  I confirmed with my staff that the customer did not provide the correct documentation for a Read ID and that the customer acknowledged in writing that they were getting the standard identification and or driver's license. We do not want to lose this customer's business, so we will authorize a one-time refund. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I previously went into the business in October to be issued an 8 year license. I did not receive a license in the mail and when I contacted the call center on Jan 2nd they stated that the license was returned in the mail. I informed them that I didnt receive it the first time and verified mailing addresses. The call center agent informed me that they will mail out the license again but that I had to go into the office to have them print out another temporary paper license until the physical one could come in the mail. When I went into the office on Jan 3rd I was informed I would need to pay for a new one. She stated that in order to extend the temporary license I would have to pay for a 4 or 8 year license again, which I paid for a four year license. She informed me to call the call center and request a refund. I have attempted contacting the call center for the past two weeks with no assistance from a manager or supervisor. After contacting the call center today, they informed me that they would give me "an 8 year license for the cost of the 4 year, but I cant refund you any money." I informed them that I am calling for a FULL refund on either the 4 year license or the 8 year license, I reiterated that I will not be paying for a license that I did not receive. They stated that they will have to receive a call from the operations manager to issue a refund. I have been attempting to get a refund on a license I DID NOT RECEIVE for 2 weeks. I also have an email thread between the business and myself that I will happily provide to better understand the nature of this matter.

  Business response

  01/25/2024

  Please have ****** contact ******* ********* ************ and she will work to resolve this issue. Please ask her to bring the original receipt as we do not show an error was made on our end. Additionally, ****** entrusted with her business in January 2024 as we processed her out of state vehicle title. We will work with her to resolve her issues as we value her business. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid to renew my drivers license 12/17/2022, temporary license expired yesterday. Was told over the phone another temporary was issued and to continue to keep an eye out for my license in the mail, and if I still don’t receive it I’d have to pay again. If they’re failing to give me my license, why is it on me to pay again?

  Business response

  03/29/2023

  We apologize for any inconvenience this transaction may have caused. The MVD Express agent entered all of the information as provided and processed the transaction correctly. We can assist the customer by answering any questions and or provide proof of a proper transaction. There will not be an additional charge to verify information or answer any questions. 

• Initial Complaint

  01/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We recently moved to Santa Fe. Looking up how to get new driver's licenses and a new license plate, we came across MVD Express. They are a scam. They took $40 to supposedly get a "copy" of the Title to the vehicle from the Lien Holder. We gave them the information, paid the fee, and were told they would have it ready for us in 30 days. That was three months ago. Today, we went to the state office for those services and they accepted the title in our possession (which MVD Express was not good enough). They spent three months doing nothing, and when we contacted them, we were told that the only option was to come pay another $40 fee to start over - to start over a process that was not needed or necessary. This location is a fee-generating scam that seeks to defraud people. They charge high fees to do the same work as the State-run vehicle service division. When you complain, they note that their fees are "nonrefundable" even if MVD Express does not complete the work you paid them the fee to do. The truth is, they have zero incentive to complete the work - because they keep expecting people to come back and pay more fees for them to fail again. We got our plates today. They cost $55 total at the state. This company is a scam seeking to defraud consumers.

  Business response

  03/28/2023

  We will issue a refund and an apology to this customer to the address on file. 

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had my license renewed and the address changed on my license and car registration. MVD express called mvd to make sure the registration would reach my new address -and informed me it would arrive soon, Its been a long time and i recently got pulled over and did not have proof of registration, No one at mvd express helps me when i call and i get put on hold or told there's nothing they can do. i need them to follow through on what they told me

  Business response

  03/28/2023

  Our agent failed to update Mr. ********** address in the system, and we take full responsibility for our actions. We will send the customer a card directly and offer an apology and concierge service if he gives us a second chance. 

  Customer response

  03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  If they finally send me my registration and new sticker  
  Regards,
  
  ****** ********

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