West Charlotte DMV - Driver License Office

The process of getting a "real" license was described differently by four different people so it was confusing but I was still able to get the license

I visited back in October of 2020, and the location was seeing people by appointment ONLY. The Staff was reasonably helpful, not out of the ordinary there. I used a map application on my mobile phone to find the location, so no issues finding the location or navigating in the car. As per usual, there was a small degree of confusion amongst some of the visitors, but generally operations were smooth. Parking was abundant with a very large lot. Covid procedures were typical, with everyone wearing a mask. In general, I would suggest that you make an appointment to get the most value out of your time and ensure that you are seen. Additionally, do your research before you visit and ensure that you have all necessary documents for your particular task so that you can get the most out of your visit. Employees will treat you with more respect if you can show that you are prepared.

I'm writing to express my gratitude for the courtesy and efficiency of the Brookshire DMV Office. Yesterday afternoon, I was forced to select a DMV Office to go to for a replacement Real ID for my daughter who has Down Syndrome. Because I was closest to the Brookshire Office, I chose to go there, even though I feared the Office would be over run with requests. To my surprise, I was able to park, stood in line for only a few minutes before Sgt. Callendar asked us what we needed. Within a few short moments, my daughter was responding to Sgt. Callendar's courteous questions, addressing her directly with kindness and patience, assuming competency, and yet waiting for her to read and sign all required documents. It is my sincere hope that outstanding staff, like Sgt. Callendar, who have the skills, knowledge and emotional intelligence to meet the public where they are and serve them based upon their individuals needs with dignity and respect can be fully recognized. In the meantime, please know that Sgt. Callendar's impressive handling of my adult daughter with a disABILITY in serving her at the DMV has restored my faith in humanity! Bravo DMV-Brookshire! :)

It’s a shame you have to even give one star to write a review. Grossly incompetent group of human beings. Waited for 3 hours as I watched a countless number of individuals, who checked in after me, receive service before me. Left after three hours with number still not being called. Power went out while I was there. Went from “haha” it’s just the typical DMV, to unreasonable.

To Whom it May Concern,

I am writing to express my deep frustration with the lack of professionalism, poor customer service, and unclear processes at the Brookshire DMV location in Charlotte, NC. In 2025, it is disappointing to see that customer service and professionalism have not improved when working with the public.

During my visits on Friday, March 22, and Monday, March 24, I witnessed and personally experienced unacceptable behavior from staff. After my first appointment, the clerk refused to accept my birth certificate. When I returned today with another official birth certificate—one that included a seal—the clerk questioned its validity due to my original last name being marked out and replaced with my current last name, Garvin.

Additionally, the front desk clerk responsible for checking in customers displayed an appalling lack of professionalism. His rude, loud, and dismissive manner, along with his habit of talking over and degrading customers, is unacceptable. Proper training on professional discourse and respectful engagement is urgently needed.

Furthermore, the clerk at Station 3 also requires retraining on how to properly assess official documents and engage with the public in a respectful manner. The DMV must improve its processes to ensure both its staff and the public clearly understand its protocols, reducing unnecessary frustration and confusion.

I sincerely hope that the NC DMV takes this matter seriously and implements improvements to enhance customer service, professionalism, and efficiency at this location.

Thank you for your time and attention. I look forward to your response.

Sincerely,
Mr. James T. Garvin
704-231-9337