Tennessee

Every location in middle TN was not accepting appointments and my time was limited. I stopped by the Lebanon DMV first (even though the staff member was very rude the day before) and the line was ridiculous. I sent an hour driving to Cookeville TN which was beautiful scenery. The customers waiting were super polite and there wasn't a crowd. I was able to be seen almost immediately. All of the staff were super nice, smiling, and quick! This is the location I would recommend!

As close to hell as I care to ever be again.

Follow-up to my first review: on June 30, 2025

The young woman who was supposed to be helping me told me I needed a marriage certificate with a raised seal. She also said my divorce decree couldn’t be accepted because it didn’t have my maiden name on it.

Today, I reviewed the official list of required documents for a REAL ID in Tennessee, and what she told me is not stated anywhere in those requirements. It clearly says under “REAL ID Requirements” that proof of name change (if applicable) may include your marriage certificate OR divorce decree—and I had both. Nowhere does it state that the marriage certificate must have a raised seal.

I had the proper documentation, and your employee was wrong. I should be able to return and receive my REAL ID without waiting another 3.5 hours. I am requesting that someone contact me to arrange this. You already have my information from my previous review and this one.

I thought I was frustrated on Monday, June 30, 2025—imagine how frustrated I am now.

Dear DMV Management,

I am writing to formally express my extreme frustration and disappointment following a 3.5-hour visit to the Gallatin DMV in an attempt to obtain a Real ID, renew my license, and update my address. What should have been a straightforward process turned into a needlessly aggravating experience due to poor communication, inconsistent standards, and a troubling lack of empathy from staff.

Upon arrival, I informed the check-in attendant of the services I needed. She reviewed my paperwork and assured me that I had everything required. Only after this review did she ask whether I had signed in, pointing to a set of barcodes at the entrance that I—and clearly many others—had missed. Given how many people were confused by this, it would seem appropriate to revise the signage to make the check-in process more obvious and intuitive.

After waiting patiently for 3.5 hours, I was finally called to the service window. The representative questioned my documentation, specifically why I had two birth certificates with different last names. I explained that I had been adopted and that my name had changed legally as a result. She moved on to the rest of my paperwork and then asked for a third form of ID with my current address. I panicked, concerned that I might have to go through the entire process again. She then asked if I had my car registration with me. I did, and as I turned to retrieve it, she paused and noted another issue: my marriage certificate did not have a raised seal.

I explained that the document I provided is what was issued by the state where I was married. Her response was that it could not be accepted because, in her words, “This doesn’t prove you went through with the marriage.” I pointed out that I had official divorce papers with both of our names on them, clearly stamped and sealed. She then asked, “Is your maiden name on them?” I explained, calmly and clearly, that divorce decrees do not list maiden names, and followed up with, “How can I be standing here holding divorce papers if I didn’t go through with the marriage?”

There was no logic, no flexibility, and no compassion shown. After being told my paperwork was complete at check-in, after waiting hours, and after explaining the situation with valid supporting documentation, I was still turned away. The dismissive attitude and condescending tone I encountered made an already frustrating situation feel downright insulting. Needless to say, I am not looking forward to returning and spending several more hours trying to complete something that should have been resolved during my first visit.

This experience highlights the need for improved clarity in communication and consistency in the application of policies. I respectfully request that this matter be reviewed and that consideration be given to enhancing staff training—particularly in customer service and documentation guidance—to ensure that future visitors are treated with professionalism, respect, and a clear understanding of the requirements from the outset.

No one answers the phone at the Smyrna office, it's just a menu tree. How can you run a GOVERNMENT office and not answer the phone! Is this OK with the Governor?