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.