Dmv Of Las Vegas Nv – On a recent sunny afternoon outside the Sahara East DMV office in Las Vegas, a line of about 50 people slipped through the building’s front door, some standing against a wall and scrolling on their cell phones while others wandered around the vast parking lot. almost full.
People wait in line Tuesday, Jan. 2, 2018, at a DMV office in Henderson. (Jeff Scheid/The Nevada Independent)
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Despite agency efforts in recent years to make more DMV services available online, redirecting customers to off-site kiosks or asking them to make multi-day appointments, field offices continue to struggle with long lines. And the DMV’s recent effort to open more windows to the public by limiting the offering to third-party document preparation firms has caused significant backlash in Las Vegas, raising concerns that it will make the problem worse, not fix it.
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Earlier this month, the Las Vegas DMV office eliminated the so-called “stand-by window,” which is widely used by businesses that go to the DMV on behalf of customers who don’t have time to come in person. Businesses will renew someone’s registration for $25, for example, or get a new title for $60, which brings a large number of transactions to the standby window each day.
“For example, if a doctor goes to the hospital for work, he has to go to the DMV and waste two, three hours there,” said Jose Rosas, who has operated Amigos DMV Services in East Las Vegas since 2002. Many customers military, lawyers, professionals of all kinds. Making an appointment at the DMV does them no good because they lose work time.”
There are approximately 38 of these businesses in the Las Vegas area, and they are used by customers who do not speak English well or are hesitant to interact with the DMV in person.
“A lot of people in our immigrant community are afraid of any government entity because they think they can’t come because they will get into immigration trouble. There are a thousand motivations,” said Democratic Assemblyman Edgar Flores.
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In a recent public comment period before lawmakers, DMV service businesses said they help the agency by making sure all a person’s paperwork is filled out correctly the first time and all documents are submitted, avoiding complications and speeding things up at the DMV window itself. processes and prevents situations where customers forget documents and have to return to the DMV a second time.
However, not everyone believes that document preparation services help the situation. DMV spokesman Alex Smith said some services are marketed to customers as if they were actually the DMV and make significant margins if they don’t inform them that many of the transactions they help can be done online for free.
Smith said that while the DMV’s online appointment system is growing in popularity, it is reducing the number of open slots available for walk-ins. In an effort to accommodate more visitors, the DMV changed the standby window to a regular window, and DMV service companies submitted their completed documents within days for back office processing.
Businesses say the new setup isn’t working and met with state officials Wednesday to air their concerns.
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Department of Motor Vehicles employees assist customers at the Henderson office Tuesday, Jan. 2, 2018. (Jeff Scheid/The Nevada Independent)
Rosas said the DMV told him about the change about a month ago and hasn’t given him a chance to hear it since. Although his company advertises same-day service, he said the DMV now has five days to complete transactions.
“Your permit expires tomorrow, you’ve come… to pick up your license plate. Will they bring it back next week?” Rosa said. “They’re going to be driving without plates, with expired registrations. They can get a ticket, they can impound your car. Who’s going to pay for all of this, the towing company, the police? The DMV is not responsible.”
Smith said the DMV stamps the paperwork the day it receives it and gives people credit the day it is submitted, not the day the DMV receives it.
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The DMV says it has successfully eliminated the one-day transaction standby window since its Reno office first did it in January, but Rosas said he hasn’t seen firsthand how things have turned out in the sparsely populated and less commercial north. As such he focused on how changes are taking place in Las Vegas.
He says he’s been stressed since the change, the workload has tripled, and even if he had the money to hire more workers, he wouldn’t have the time to train them. He has four employees who, since the DMV made the change, start work at 8:00 a.m. and get home by 10:00 p.m.
Rosas wants the DMV to reinstate the standby window, and if that doesn’t work, he wants them to at least hire more people to speed up transactions.
“The same people who were at the emergency window are now doing the same thing.” “I don’t see any benefit to the DMV, or to us, or to the public.”
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While businesses can hold short meetings in common windows like the general public, the bulk document delivery model reduces the opportunity to express concerns face-to-face.
“You can’t talk to anybody anymore,” he said. “He kept the package of documents and left. If they want, they will call you the next day. If not, they have five days to contact you.’
Rosas said that before the DMV canceled the emergency window, he had concerns with the agency about everything from slow customer service to favoritism and racism.
“There are some DMVs that are very bitter… They try to make life difficult. They’ve always done it, and now it’s even worse,” Rosas said.
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Rosas said most of his clients use his office because their work schedules don’t coincide with DMV hours or they don’t want to spend their days waiting for their turn to process documents.
One of the customers who waited in line at the Sahara DMV, but chose not to give his name
In an interview, he said he had never heard of a DMV document preparation business, but was inclined to use it so he didn’t have to ask permission to leave work or use his free time to do paperwork.
One man who checked in through the DMV’s automated queuing system and had 32 people in line ahead of him said it took him about 40 minutes to get to the DMV to check in, and while the DMV offers customers the option to schedule online, he makes his business personal. prefer to do it because it is faster.
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“I asked them ‘If I make an appointment, can I get it tomorrow?’ And they said, ‘No, it’s already booked for another week and a half, so even if I made an appointment, next week would be too late,'” he said. “Then I’ll come and line up and do it.”
Anthony Diaz, a 26-year-old chef who came to the DMV to renew his registration and learner’s permit, said he tried to make an appointment online, but it didn’t work with his schedule. He had a slot the next day, but at 12:15 p.m. And her shift started at 1 p.m., so she decided to risk hours of waiting by attending in person.
When asked about the DMV’s document preparation service, Diaz said he had never heard of it but could consider using it when he needed it.
In addition to time issues, Rosas said there are also customer service considerations that drive people to third-party document preparation services.
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Rosas estimates that even though about half of his customers speak only Spanish and others only English, he treats everyone like family and calls them by their first names, which you won’t find at the DMV.
“Actually, all the races are coming. I’d like to meet someone who says, ‘I like going to the DMV,'” Rosas said. “It’s known all over the country — nobody likes going to the DMV.”
Jose Rosas is seen in his office at Amigos DMV Services in East Las Vegas. (Photo: Luz Gray).
Asked about the argument that DMV businesses don’t explain to customers that they can do their transactions directly on the DMV website for free, Rosas said that at his business, about 70 percent of his customers aren’t comfortable using a computer and prefer more. personal experience.
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Another reason her clients end up in her business, Rosas said, is because their documents contain errors and don’t make it through online portals or get lost in the mail.
Rosas says this based on his years in the DMV service field
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