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.