News10NBC Investigates: Frustration grows as Monroe County DMV struggles with new system delays

The report describes long estimated wait times at Monroe County DMV locations, including warnings of 7 to 8½ hours at the downtown Rochester office at 10 a.m. on a Monday. It says the county introduced a new check-in system a few months earlier and the state launched a new backend system for all DMVs a few weeks earlier, and the combination has created problems. Customers interviewed said the posted wait times appeared inflated or inconsistent, with one customer reporting an 8-hour estimate that became a 6-hour visit and another describing an 8-hour estimate when registering a car. Monroe County Clerk Jamie Romeo told News10NBC the wait-time estimates are not accurate while the office works out “kinks” and improves how the systems interface, and she said average wait times are under an hour at all four branches even though some people wait hours. The article also says Real ID appointments were booking out about 45 days, and notes the DMV processed 2,351 Real ID appointments the previous month.

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Source: News10NBC (WHEC)