Charlotte DMV worst in nation, study finds

A new national analysis of DMV locations across the nation ranks Charlotte at the bottom of the country’s DMVs.

Based on user reviews of 140 DMV locations in 30 major US cities, Charlotte has the worst average DMV experience, according to the Sudoku Online study. The study examined Google reviews that were three stars or lower and included negative keywords such as “long,” “slow,” “crowded,” and “inefficient.”

Charlotte’s DMV offices consistently ranked near the bottom, with three of the city’s locations landing in the five worst nationally. The DMV on West Arrowood Road was named the single worst in the US, with more than 30% of its reviews categorized as negative.

“We acknowledge the recent study ranking Charlotte DMV offices as the worst in the nation, and we recognize the challenges our customers have faced,” a spokesperson with NC DMV said in a comment to Carolina Journal. “Under new leadership, NCDMV is actively working to transform and improve the customer experience. We have dedicated employees at our Charlotte offices, and they are doing their best with the processes and systems they’ve been given. We are committed to better supporting them by providing the tools and resources they need to excel in their roles.”

Additionally, the DMV said it is working to foster a positive cultural change within the organization and that they’ve received enthusiastic responses from Charlotte staff, who are embracing these efforts.

Cities with the best-reviewed DMVs include Phoenix, Indianapolis, and Seattle. Meanwhile, Los Angeles, Washington, DC, and Nashville saw the biggest declines in satisfaction.

The poor rating for North Carolina DMVs comes as the North Carolina General Assembly continues to push for reforms. The House’s proposed budget includes a provision that would begin the process of privatizing DMV services by creating a new pilot program to allow third-party vendors to handle driver’s license renewals, a function traditionally managed solely by the state.

However, the privatization proposal raises questions as license plate agencies (LPAs) have been privatized but have also received negative attention. Legislators recently criticized a Charlotte License Plate Agency (LPA) after it announced a week-long closure due to “vacation.”  

House Speaker Destin Hall, R-Caldwell, publicly condemned the closure and called on the DMV’s new leadership to ensure better oversight. A different Charlotte LPA announced it is closed in a post on Monday, though it did not disclose the reasoning.

“In recent weeks, we have been piloting operational changes at select locations, which are showing promising results. These improvements will soon be scaled statewide to increase efficiency and reduce wait times,” NC DMV added. “Furthermore, recent enhancements to our website have led to a significant increase in the use of online services, allowing more customers to complete transactions conveniently from home. We are committed to continued progress and appreciate the patience of North Carolinians as we work to deliver a more efficient and customer-focused DMV experience.”

SEE ALSO: NC House moves toward privatizing DMV

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