If you are looking to file a complaint against a dealer or transporter business , please report a problem with a DMV regulated automotive business [1]. 

Complaint filed against you or your business 
The New York State Department of Motor Vehicles DMV regulates all repair shops, inspection stations, dealers, vehicle dismantlers and other related businesses in NY State. To legally operate as such a business , you must register with the DMV. Once your application is approved you will receive a certificate from the DMV. You will also receive a copy of the Commissioner's Regulations that pertain to your type of business. They will explain your responsibilities to consumers. You must follow all consumer protection laws and regulations. The DMV advises all consumers who have a complaint against a dealer, inspection station, repair shop, or dismantler to make an attempt to resolve their complaint with the business manager. If they are not successful , they are advised to contact the DMV Consumer & Facilities Services Complaint Unit. protect your business: keep a copy of all work orders in an easy - to - access location 

Complaint process 
If a complaint has been filed against you , a Consumer Services Rep from the DMV will contact you in an attempt to resolve this complaint. The CSR will explain the nature of the complaint and will also inform you of your rights, responsibilities, and your liability. If the complaint is not resolved with the CSR , the case will be sent to an Automotive Facilities Inspector AFI for a formal investigation. avoid costly penalties, fines, and the loss of valuable customers by responding to all DMV inquiries in a timely manner 

Investigation process 
The AFI will conduct a formal investigation. The result may be no action, a warning letter Notice of Investigation placed in your file, or a formal administrative hearing before an Administrative Law Judge ALJ. When Vehicle Safety initiates the hearing process , you may be offered the opportunity

user: I need a quick lesson on complaints and all of that

assistant: Has a complaint been filed against your business?

user: yes

assistant: Okay, well a Consumer Services Rep from the DMV will contact you in an attempt to resolve this complaint. The CSR will explain the nature of the complaint and will also inform you of your rights, responsibilities, and your liability. 

user: what if we think there was no wrongdoing from our part and we say no to resolving this in favor of the person who complained?

assistant: If any offer is rejected then a hearing must be held

user: who gets involved if we don't come to an agreement when the DMV consumer rep tries to resolve this?

assistant: If it is not resolved the case will be sent to an Automotive Facilities Inspector for a formal investigation.

user: what might the hearing end in?

assistant: The result of the hearing may be no action, a civil penalty, and/or a suspension or revocation of your ability to operate as a vehicle related business in New York State. You may also be offered the opportunity to pay restitution to the consumer in instead of the fines and/or penalties, or to have the penalty reduced.

user: and the DMV runs all of this?

assistant: The New York State Department of Motor Vehicles (DMV) regulates all repair shops, inspection stations, dealers, vehicle dismantlers and other related businesses in NY State.