Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of initial service provided: 11/29/2022
  Date incident occurred: 2/2/2023
  
  I renewed my driver's license on November29th 2022 and was told it would be mailed to me within 30 days. The driver's license never arrived, and when I called the number on the temporary driver's license receipt the help desk agent told me that since I had moved after the 30 day mark and they had not sent the item yet, I'd need to return to the tag agency to speak with them about getting it replaced with the fee waived due to never having received the license I already paid $39.50 for before tax. She explained the tag agency would email them requesting the fee be waived, they would approve it, and that would resolve the issue.
  
  When I arrived at the tag agency, after waiting 40 minutes the elderly woman at the driver's license desk told me that the help desk should have done their job, and got on her phone while telling me to wait, then said she had emailed someone and they said no, they would not waive the $25 fee. I never received the item that I paid for, and they refuse to send it to me or even provide their name so that I may try to clear up the misunderstanding and finally get the item I paid for 3 months ago. They refused to give me a name, they hung up on me when I called, and demanded I leave without having received any service or the product I paid for.

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 5, 2023/02/09) */
  The customer did utilize our office as a point of service for the former Department of Public Safety driver license renewal which is now a part of Service Oklahoma. The customer did not receive the license in the mail within the customary 30 day timeframe. The customer had changed residences within that 30 day timeframe. The customer contacted the Department of Public Safety and was informed of the process required when returning to our office. This process includes sending an email to Service Oklahoma and waiting for Service Oklahoma to respond with Service Oklahoma having the sole authority to approve the replacement with fees waived. The response from Service Oklahoma was received 40 minutes later. The response from Service Oklahoma stated that the customer would have to pay for the replacement because the customer had changed residences. The customer became belligerent and called employees liars and thieves. The process was repeated and explained again as was acknowledgment of the frustration but Service Oklahoma governs the process. All licenses are printed and mailed by Service Oklahoma. The customer was provided with the phone number and email to Service Oklahoma. The customer became more belligerent and disruptive. The disruption escalated to the point that another customer who is a Private Investigator asked if the customer needed to be removed from the office. The customer did leave the interior of the office and then stood at the front of the building and started calling the office phone. The phone was answered and an additional explanation of the process was provided. The customer was not accepting of the explanation and was continuing with verbal abuse. The call was terminated.
  
  
  Consumer Response /* (3000, 7, 2023/02/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response received from the business is full of inaccurate detail of the event and fail to include pertinent information. I DID NOT MOVE WITHIN THE 30 DAY TIMEFRAME. This is why it is not fair to have me pay any more money to receive the item I already paid for. This is fraudulent and theft. I only asked for what I paid for. The woman at the desk lied, wasted time, and stole my money without providing product I paid for. Just do your job and give people their licenses and they'll gladly leave your office. Don't steal from customers and lie to them.