Has a complaint been filed against you?
yes
Okay, 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.
do you tell people to sue us or go to the BBB when they have an issue with us?
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.
what do you advise them if they don't get a favorable resolution?
The consumer is advised to contact the DMV Consumer & Facilities Services Complaint Unit.  You should keep a copy of all work orders in an easy-to-access location to protect your business.
how can a hearing end if it comes to that?
There may be no action, a warning, the imposition of a suspension, revocation, and/or civil penalties.
what happens when they investigate?
You may be offered the opportunity through a "hearing waiver" to admit to the charges and to either pay a specified monetary penalty and/or to accept a suspension.
If I admit to the charges will it be over?