Gallatin Driver Services Center

My experience to get a new Tennessee drivers license/Real ID was fairly simple after I finally got the correct documents gathered for my third attempt. I was able to make an appointment for a Friday (busier time) about 3 days ahead of time. When I entered the facility it was very crowded but once I used the QR code to check in I was called to a counter 10 minutes earlier than my actual appointment. The employee who helped me was very pleasant and helped me sign up for organ donation as well as registration to vote. She did ask me if I had filled out an application online before my appointment, but I don't remember that being an option, so maybe that needs to be made more clear? The entire process only took 20 minutes.

Five hour wait. Many people I spoke with had been waiting 7.5 hrs. No verbal or signage instruction to use cell phone to obtain a ticket number while in line. One person processing entire line for that with sarcastic responses to general questions. No updates or apologies for wait time. Website was woefully inaccurate with wait time estimate. Those who had on-line e-tickets could not check in on-line as site would give error message for that. No kiosk to do so. Awful customer service. The person ultimately processing my appointment was great at station #2. This location needs serious management and half a heart.

This was the most unorganized situation I have ever been in. For the number of people, and the lack of attendants at the desks was ridiculous. Being a handicapped person, I sat quiety for over 4.5 hours with my husband. The people with appointments were sitting with us and they weren't called. Driver testers were picked & their numbers were constant, whereas, those of us for Real ID sat with only one every 20 or 30 minutes most of the time? WHY not be a little more fair ? I was discharged, being told I needed a marriage certificate, (married for 58 years) when I did take in 7 documents that proved who I was. Were you all not concerned when I got my license after moving here, as I didn't show any id other than my former license from another state? The female that was very snarky & rude literally threw my paper work back at me when she denied me, is this the norm? This place could run like a clock, but it's obvious that it does need more people that have some decency towards those of us that sat waiting. They are getting paid no matter how they act, but it is sad that some of them still need some manner lessons. Most of those that were working there were very efficient and nice.

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.

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.