Good To Go!

To whom it may concern,We have looked into this matterThe information provided (Customers name, address, phone number, and email address), do pull up a Good To Go! Account Looking into the account history, we do not show any crossings for 8/6/2015.We also looked into the three license plates listed on the account, and show no toll bills or civil penalties in our system.If the customer could please provide more detailed information (license plate, or toll bill), we will be able to assist this customer

Dear Ms***:I have reviewed your complaint and have looked at your records with GoodToGo! and see that you were contacted by GoodToGo! Supervisor Robert S [redacted] on August 31stAccording to the notes on the account, he moved [redacted] to your account at the GoodToGo! rates (Vtoll) Further information was provided during the conversationWe have also reported the time out situation you were experiencing to our systems IT department to be addressed by them I’m sorry for any frustration that this has caused you If you feel that you need anything else, please respond to me through our Customer Service email address at WSDOT: [redacted] @WSDOT.WA.GOV.Best regards, Steve R***Customer Advocate ManagerWSDOT - Toll Division Notes from the account:Resolution Status: Resolved on 8/31/Resolution Action Taken: Supervisor Robert S [redacted] was able to reach the Customer Thursday 8/31/and performed a VToll from [redacted] to [redacted] Provided Customer how to close CSC account due to Customer expressing that Customer will not be using Toll facilities in the future

This is the first Good to GO is hearing of this customer concernsThis customer can contact Good to GO at 1-866-936-Good to Go call center is open Mon-Fri 7am to 6pm, and, Saturdays 9am to 1pmGood to GO is more than happy to correct the license plate number on the Good to Go account and reduce the toll to the Good To GO rate

Please find attached the string of e-mails addressing Ms [redacted] 's concerns, credits that were issued, our action plan to do some continually monitoring to prevent further problems in the future and the acknowledgment from Ms [redacted] We have sincerely apologized for any inconvenience that we have caused her and have addressed some training issues in our call center and in particular, the staff that originally helped her Respectfully, Steve R [redacted] WSDOT Customer Advocate Manager Dear Ms [redacted] ,I am so sorry you found yourself in a position where you felt a report to the Revdex.com was necessaryI canassure you that is not the direction we want to take our business with our valued customersIn reviewingyour previous communications with us, it appears the representatives who assisted you were following ageneric policy, but they did not take into consideration any mitigating circumstancesI have coachedthese representatives as necessary, and would now like to extend to you the courtesy I had intended youto feel when you first contacted us Your current account balance as of this morning is $22.75, and is set to automatically replenish $froman American Express ending in (expiration 04/17) when the balance goes below $Please confirmif this is correct information; and if not, please let me know what updates should be made My records indicate you have two vehicles active on your account: a Highlander (LP: [redacted] ),and a Lexus (LP: [redacted] )If you have more vehicles, or need one or both of these vehiclesremoved, please let me know and I will immediately make the requested update There is an outstanding balance of $on [redacted] and $on [redacted] With your permission,I can removed $in fees on [redacted] if you authorize the remaining $of tolls be paid, and I candeduct it off your account balance at the discounted rateWith [redacted] , I have sent a request to ourAdjudication Department to have an Administrative Law Judge consider extending a similar courtesy, inwhich you would pay only the toll charges on the $($58.90) and the remaining $infees would be dismissed You and I will keep in contact regarding your requested updates and corrections, as well as theAdministrative Law Judge's decisionIn the meantime, once the outstanding tolls for [redacted] areauthorized to be paid, I will go ahead and dismiss those fees (worth $50) and have a credit submitted torefund you the $Photo Enforced Associated Fees and any other disputed transactions I apologize for any frustrationWhile I cannot correct everything in one day, I can assure you thateverything will be up-to-date and in good-standing in the next couple of weeksPlease plan on seeingcredits and an e-mail update from me by this time next weekThank you again for all your patience.Sincerely,CalenCorrespondence SupervisorGood To Go! Customer Service Center1(866)936-| [email protected] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Dear [redacted] ***, Thank you for your prompt follow up to our responseI apologize but there isn’t any further action we can do in regards to these transactionsUnfortunately, we are legally obligated to collect the tollsThese are valid tolls, they did take longer to process and certify that the license plate being tolled was indeed true and correct Thank you for your input and if you have any further questions, feel free to contact our customer service team directly at [email protected], Steve R***Customer Advocate Manager

We have reached out to Mr [redacted] and taken care of his complaint He worked with Ethan L***, Customer Service Specialist in my office and have corrected our records to reflect Mr**'s sale of his vehicle Our written response to him is below: Dear [redacted] **, Thank you for contacting the Washington State Department of Transportation concerning the toll bill dispute you submitted to Good To Go! I am sorry Good To Go! was unable to resolve your toll bill dispute with document you providedAll tolls for the license plate [redacted] CA under your name have been dismissedI contacted the California DMV and was able to confirm the title transfer date of Dec21, Since you received a toll bill in the mail for crossings after you had sold the vehicle, the new owner of the vehicle probably did not update the registration information with the California DMV until after the March tolls had been incurred Thank you again for contacting us concerning your toll bill disputeIf you have any further questions concerning what sort of document you should provide to dispute the toll bill, please contact us at [email protected] Best regards, Ethan L [redacted] WSDOT Toll Division Toll Operations Customer Service Specialist Mr [redacted] has our contact information and if there is anything else we can do for him, please feel free to contact us.Steve R***Customer Advocate ManagerWSDOT - Toll Division

Dear Mr [redacted] , Thank you for contacting the Revdex.com concerning the toll bills that have been sent to you in errorI have been asked to respond to you We apologize for any inconvenience or frustration disputing these toll bills may have caused you Our system incorrectly read another vehicle’s license plate as your [redacted] WA State plate We have placed a flag on license plate [redacted] to require a manual review of the toll photoThis should stop you from receiving any toll bills for this vehicle in the futureWe have also dismissed toll bill [redacted] and the $reprocessing fee It is important to us that all customer issues be resolved quickly and efficientlyWe are working with the Good To Go! management team to determine why your issue was not resolved the first time you disputed the toll bill I appreciate you taking the time to bring it to our attention and for your patience as we work to resolve this issue If you have any further questions about tolling, please email us at: [redacted] @wsdot.wa.gov Steve R***Customer Advocate ManagerWSDOT - Toll Division

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted] ***

Good to Go has been in contact with this customer on two different occasions in regards to the outstanding toll balance At this time, the customers concerns regarding fees have been resolved; Good to Go is waiting for the outstanding tolls to be satisfied

Thank you for reaching out to the Washington State Department of Transportation Toll Division. We operate as oversight for our vendor Good To Go! I wanted to apologize for the frustration you experienced due to the request for your fee dismissal having not been initially sent. I also want to... apologize for the fact that you were not quickly escalated to the WSDOT Tolling customer advocacy team when a representative’s error delayed your ability to renew your registration. We have identified training opportunities for our representatives to avoid issues like this in the future. I do want to thank you for speaking with a member of our customer advocacy team. We escalated the correction of your record to the Department of Licensing and as we discussed, renewal of your tabs is now available. I hope that we have resolved all of your concerns. If you have any other concerns, please let us know. WSDOT Tolling Customer Advocate

We have reached out to Mr [redacted] , credited his tolls Our response to Mr [redacted] is below: Sent: Monday, May 08, 2:PM To: [redacted] @COMCAST.NET Subject: Toll dispute on account [redacted] Dear Mr [redacted] , Thank you for reaching out to the Washington State Department of Transportation about your recent experience disputing tolls on your Good To Go! account I am sorry you were not provided the information on how to dispute tolls from the Good To Go! agent after they promised they would send that information to youYour account has been credited for every toll incurred by the pass ending in -within the past yearThe total credited to your account was $ I reviewed your account and found that the representative from Good To Go! that was supposed to send you the dispute information misread the request for the information as a confirmation that the information was sent outI apologize for that error and any frustration it may have caused you Thank you again for your patience as we researched the tolls on your accountIf you have any questions concerning tolling, please send us a message at [email protected] Best regards, Ethan L [redacted] WSDOT Toll Division Toll Operations Customer Service Specialist [email protected] Approved and sent today per:Steve R***Customer Advocate ManagerWSDOT - Toll Division

Revdex.com:I never said I was very pleased with the transaction nor satisfied with the response and would prefer Good To Go to stop speaking on my behalfThat said I feel their response to this complaint was acceptable.Sincerely,
*** ***

Issue: Received bills for vehicle that had been sold prior to the tolls being incurred. Resolution: 09/all charges and late fees were dismissed after customer provided evidence that the vehicle had been sold

Complaint: ***
I am rejecting this response because:having paid the fine is not a solutionYour flex pass is an additional tax not authorized.
Sincerely,
*** ***

When I saw these older complaints from your email, seeing as our vendor had resolved these complaints, I did not want to confuse an already rectified situationHowever, as you pointed out these did and do appear to be unanswered I want to clear that up As you can see, they are old
dates ranging from late-to mid-I just came to WSDOT in mid-and was completely unaware of these complaints and the vendor having our login access We have to monitor and have oversight on our call center vendor and this is one of my offices primary duties. Below is a summation of what transpired and what WSDOT and GoodToGo! did to help our customers:Here are the five complaintsSome were submitted after the GTG contact that resolved their issue. Complaint ID: ***Customer: *** ***Issue: customer created Pay By Plate account and stated they were not advised of registered pass option or of Photo fees. Resolution: 01/customer converted their account to registered pass account and stopped receiving photo fees after they installed passesCustomer requested a call back about possible photo fee creditsThere are no notes showing a call back occurredCustomer would not be eligible for photo fee refund based on terms and conditions of pay by plate account

When I saw these older complaints from your email, seeing as our vendor had resolved these complaints, I did not want to confuse an already rectified situationHowever, as you pointed out these did and do appear to be unanswered I want to clear that up As you can see, they are old
dates ranging from late-to mid-I just came to WSDOT in mid-and was completely unaware of these complaints and the vendor having our login access We have to monitor and have oversight on our call center vendor and this is one of my offices primary duties. Complaint ID: ***Customer: *** ***Issue: Customer was incorrectly billedA vehicle's license plate was incorrectly read as customer's license plateWait times were very long.Resolution: 06/Customer's tolls were unassigned, then reassigned, three times before being placed on a problem plate listWe have since updated the procedure governing what we do when customer's call in with incorrectly identified toll bills and vehicle license plate misreads In addition, our call center wait times have been brought down considerably

To whom it may concern,The custoemr was sent out the original toll bill on 2/9/in the amount of $for crossings on 1/27/2015, 1/29/2015, 1/31/2015, and 1/31/2015 due by 2/27/A check of the mail log shows that we did not receive any return mail for the address on file from
the DOL. When this toll bill was not paid on time, we did send out a second toll bill on 3/12/2015, in the amount of $This bill included the previous toll crossings, plus an additionl crossing on 2/16/2015 and a $late feeThis bill was due for payment by 3/30/ A check of the mail log shows that we did not receive any return mail for the address on file from the DOLWhen this toll billl was not paid on time, we then sent out a second toll bill on 4/13/in the amount of $for the crossing on 2/16/2015, and a late feeAs all tolls went unpaid for more than days, two civil penalties were sent out, one on 4/27/in the amount of $with a due date of 5/20/The other was sent out on 5/13/2015, in the amount of $with a due date of 6/5/At the time of the customer call on 5/16/2015, we were still able to schedule both civil penalties for hearings if the custoemr would likeIf the judge finds against the customer, the fines and tolls have already been paidIf the judge finds in the customers favor, the refund would then be processed for the fees, but not the tolls as the customer did cross the bridge

To whom it may concern, We have neverreceived any returned mail from the address on file for this customer. Previous toll bills were sent out to theaddress on file with the DOL. Thismethod of notification (by postal mail) was determined by the Tolling Commissionand Washington State Department of Transportation.Once a Civil Penalty is paid, the customer is acceptingresponsibility of the tolls and feesThe customer had previous toll bills andover days to pay the toll crossingsThis was not done, so the Civil Penaltywas sent out, per the Tolling Commission, and WSDOT.As stated above, these regulations are determined by theTolling Commission, and WSDOTIf the customer feels that the way toll billsand civil penalties are sent out is not efficient, the customer may contacttheir local representative, to see if a change could be made

Dear Revdex.com,
Respondent ID # ***
Washington State Department of
Transportation,
Responded to this complaint
directly to the *** ***, on October 26, We resolved his complaint and
a $credit has been applied to his
account
MrAguila was very pleased with
this resolution and the timeliness in which it was handled
Respectfully, Steve R***Customer Advocate Managerapproved and for Maria S***, Customer Service Specialist

Mr*** worked with Ethan L***, Customer Service Specialist in my office and addressed his complaint and concerns. The below response indicates that we have resolved the problem(s) and Mr*** has our contact information should he have further customer inquiries.
Hello Mr
***,
Thank you for contacting the Washington State Department of
Transportation concerning your recent contact with Good To Go!
I am sorry the Good To
Go! customer service representative you spoke with was unable to complete
the verification procedure with you over the phoneEthan, a member of the
customer advocacy team, was able to work with you directly to ensure you have
the information required to access your account
Due to our strict security guidelines, customer must verify
four pieces of account information before account updates can be made or
specific account information providedI would advise you to keep your account
information somewhere safe and accessible in case you need to reference it to
make account updates in the future
Thank you again for contacting WSDOT TollingI am sorry for
any frustration the verification procedure may have caused youIf you have any
questions concerning tolling, please send a message to [email protected]
Best regards,
Steve R***Customer Advocate [email protected]