Good To Go!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I wanted to also say thank you very much for the help This means a lot not having to stress over this issue
Sincerely,
*** ***

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.
I understand their privacy policies and Ethan politely assisited me in accessing my account.  The prompt response is greatly appreciated! I still would need to emphasize that it would behoove goodtogo to develop a more consumer friendly approach to account management.  I have several accounts with large sum of money, I also have access to several sensitive databases, none of which require the level of authorization that GTG requires.  Ultimately this leads to frustration and customor dissatisfaction.  This is Washington State a lealder in sci/tech, I think we could do better than a guy named Michael in Seattle with poor customer services skills telling me I don't know my accouont inforamtion of that I should save every little piece of paperwork for a car I sold 6 months ago.Once again thanks to Ethan for the two minute that it took him to figure this out!V/R [redacted]

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]

Dear Mr.
[redacted],
Thank you for
reaching out to the Revdex.com Northwest about your Good To Go! account. They
forwarded your information to our team.
We have
audited your account and agree with you that you were double billed by having
two active passes in your vehicle. We have...

credited your account for half
of the duplicate transactions totaling $535.00 on 08/09/2017. You
should not have been instructed to keep both passes in the vehicle as
having more than one pass does create billing issues. We apologize about
any frustration that this situation caused you.   
We are working
with our vendor to ensure accurate information is provided to our customers. We
are also working with them to determine why your billing issue was not resolved
when you called in the first time.  
Thank you
again for writing. Should you require further assistance please reach out to us
at [redacted]@wsdot.wa.gov
and we will be more than happy to assist you.
Respectfully, Steve R[redacted]
Customer Advocate Manager

We have reached out to Mr. ** and taken care of his complaint.  He worked with Ethan L[redacted], 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 provided. All tolls for the license plate
[redacted] CA under your name have been dismissed. I contacted the California DMV
and was able to confirm the title transfer date of Dec. 21, 2016.
 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
dispute. If 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 2 Mr. ** has our contact information and if there is anything else we can do for him, please feel free to contact us.Steve R[redacted]Customer Advocate ManagerWSDOT - Toll Division

Dear Ms. [redacted]: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 31st. According to the notes on the account, he moved [redacted] to your account at the GoodToGo! rates (Vtoll). ...

Further information was provided during the conversation. We 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[redacted]Customer Advocate ManagerWSDOT - Toll Division Notes from the account:Resolution Status: Resolved on 8/31/17 Resolution Action Taken: Supervisor Robert S[redacted] was able to reach the Customer Thursday 8/31/17 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.

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.

To whom it may concern.After an investigation into the check payments, we show that both checks were applied to our suspense account, as the name and addresses did not match our system information. Both check amounts were refunded back to the customer a month after we received them.
Resolution:...

Since the customer made a good faith effort to pay the tolls before fees were applied, we have removed the Civil Penalty and late fees applied to the license plate in question. The customer must still pay for the toll crossings in the amount of $8.00. This can be done by visiting a Walk In Center in, Gig Harbor, Seattle or Bellevue. If this does not work for the customer, they may call into our Customer Service Center at 866-936-8246, and pay the tolls over the phone. The customer would need at least one CP number ([redacted] or [redacted]), name, address, and license plate number.

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 necessary. I canassure you that is not the direction we want to take our business with our valued customers. In 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 circumstances. I 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 $30 froman American Express ending in 1008 (expiration 04/17) when the balance goes below $8. 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 2006 Highlander (LP: [redacted]),and a 2013 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 $611.09 on [redacted] and $55.50 on [redacted]. With your permission,I can removed $50.00 in fees on [redacted] if you authorize the remaining $5 of tolls be paid, and I candeduct it off your account balance at the discounted rate. With [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 $611.09 ($58.90) and the remaining $552.19 infees would be dismissed.
You and I will keep in contact regarding your requested updates and corrections, as well as theAdministrative Law Judge's decision. In 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 $0.25 Photo Enforced Associated Fees and any other disputed transactions.
I apologize for any frustration. While 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 weeks. Please plan on seeingcredits and an e-mail update from me by this time next week. Thank you again for all your patience.Sincerely,CalenCorrespondence SupervisorGood To Go! Customer Service Center1(866)936-8246 | [email protected]
 
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

To whom it may concern,We have looked into this matter. The 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.

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 situation. However, 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-2015 to mid-2016. I just came to WSDOT in mid-2015 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 complaints. Some were submitted after the GTG contact that resolved their issue. Complaint ID:     [redacted]Customer: [redacted]Issue: customer received toll bill from express toll lanes after using lanes without meeting all free ride requirements, they did not have flex pass installed. Response: 2/25/2016 when customer contacted GTG concerning tolls, notes say that the customer was advised by lead that they could have a single 405 toll forgiven as one time waiver but customer declined and stated they would be filing a complaint. Customer has paid all tolls outstanding.

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 situation. However, 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-2015 to mid-2016. I just came to WSDOT in mid-2015 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:     [redacted]Customer: [redacted]Issue: had issues receiving toll bills due to apartment number not being included in information returned from DOL. Resolution: 03/2015 Customer was incorrectly advised that the apt number was not included due to character limits in address line. There was some system issues that did not correctly record apartment numbers but it was not due to character limit. The apartment numbering issue has since been fixed.  This customer also took advantage of the civil penalty forgiveness program and did not have to pay any fines of fees. WSDOT has produced informational materials that cover each tolled facility and has undertaken large media campaigns to increase public awareness of the tolled facilities when each has come online.

Complaint: [redacted]
I am rejecting this response because: I would like to be able to legally send out bills 4 months later and charge civil penalties on top of them if not paid promptly. I just think it is funny how our government works. It is certainly a broken system. No further response is needed. Please close the case with a unsettled resolution. Thanks for your time. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I realize this is likely all they will do because it is a government agency however I don't think it is right. You can't just send bill 4 plus months after they took place. That is bad business. I lost revenue because of this and also lots of time dealing with it. I appreciate the reply and understand this is all they will do but am not satisfied. 
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you for writing the Revdex.com regarding recent toll bills that you received and the subsequent issues you experienced with our call center while trying to resolve the bills. I apologize for the inconvenience this has caused you. I have moved toll bills...

[redacted] and[redacted] to your GoodToGo! at the discounted rate, by doing so, you have saved $9.75. These toll bills have been paid and there is no further action required on your part. This issue stems from a billing delay that our vendor experienced. We take several steps to ensure the accuracy of the toll transactions before we bill customers.  These tolls took longer than usual to filter through our image reviewing system. Even though these license plates are listed on your GoodToGo! account, the transactions occurred before the license plates were added to your account which generated paper toll bills. You should not receive any future toll bills for these vehicles as long as your account is in good standing. With the backlog of tolls being released, our call center has experienced higher call volumes and longer wait times. We are working with our vendor to meet the staffing needs to properly address the increased call volume. I apologize that your original inquiry went unresolved. At the very minimum, your call should have been returned by a supervisor so that your issue was handled. Once again, I apologize for the inconvenience this has caused you. If you have any further questions regarding tolling, please email the customer service team at [email protected]. Sincerely, Steve R[redacted]Customer Advocate Manager

Dear Mr. [redacted],
 
Thank you for contacting the Revdex.com
concerning the toll bills that have been sent to you in error. I 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 photo. This should stop you from receiving any toll
bills for this vehicle in the future. We have also dismissed toll bill
[redacted] and the $5 reprocessing fee.
 
It is important to us that all customer issues be
resolved quickly and efficiently. We 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[redacted]Customer Advocate ManagerWSDOT - Toll Division

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

Hello
Mr. [redacted],
 
I
am sorry we were unable to resolve this matter to your satisfaction.
 
Express
toll lanes on I-405 are different from the high occupancy vehicle (HOV) lanes
on other roadways. They offer more options to our customers during there
commutes and they have different requirements for free travel than standard HOV
lanes.
 
The
requirements for free travel in I-405 express toll lanes include having the
correct amount of people in the vehicle as well as having a flex pass,
associated with a Good To Go! account in good standing, set in the HOV
position in the vehicle. These requirements are displayed on the bottom of the
toll rate signs where they say “HOV 3+ Free w/ flex pass.”
 
You
may be eligible to receive a free flex pass, which you would be able to use on
all Washington State toll facilities. You can see if you are eligible to
receive a free flex pass here: https://www.wsdot.wa.gov/Tolling/405/freepass.htm.
 
When
customers contact Good To Go! about unexpected tolls from travel on
I-405, we can waive charges from I-405 once as a courtesy to help new customers
get used to the express toll lanes on I-405. All customer can take advantage of
this waiver once so you may still be eligible to have a I-405 charge waived if
you paid this toll.
 
I
am sorry for any frustration receiving toll charges may have caused you.
 
Best
regards,
 
Steve
R[redacted]

To whom it may concern,The customer has been educated numerous times via calls tothe call center that they MUST provide a bill of sale in order to dispute allthe toll charges. If the customer is not able to get the bill of sale, they canalso get a “release of liability” from the DOL. Currently with...

both license plates in question, the DOL isreturning this customers name and address. It is the responsibility of thecustomer to ensure that their name is clear of the registration.These toll charges have not gone to collections, rather theyhave become Civil Penalties, which the customer would need to providedocumentation, (which this customer has been specifically advised to do so), inorder for these tolls and fees to be unassigned out of their name.If these toll bills and Civil Penalties are not either paidor unassigned out of the customer’s name, they could be moved onto collections.This has not happened at this time though.

Complaint: [redacted]I am rejecting this response because:This is not a resolution to the issue at hand.  I am more than willing to pay for the tolls for using the bridge.  The problem we are facing here are the civil penalty fines.  If Good to Go had an efficient and consistent method of contacting customers these fines wouldn't be an issue.  To this day 5/20/2015 I have yet to receive the civil penalty Good To Go stated as being sent on 4/27/2017 (23 days and counting) in the amount of $181.05.  As you can clearly see I contacted in a very timely manner to the penalty issued on 5/13/2015 (3 days from them sending it) and would have paid the toll charges had those been delivered at all and in a timely manner. I don't have time to take off of work to go sit in front of a judge to hear them say that the bills were mailed and there for I'm responsible for the fines.  I don't know how one would prove that mail wasn't delivered.  It's not like I have an assistant standing at my front door waiting for the mail man each and everyday keeping track of everything the post office delivers.It's sad when a company has to hide behind a judge and say that it's the only way an issue can be handled.  The poor customer service and numerous issues Good To Go has had since they started doing the billing for the toll bridges is very well know and constantly in the new.  So please refund my hard earned money, keep what I owe for the tolls and find a more effective method of billing customers in a timely manner instead of writing an excuse as why you shouldn't.Sincerely,[redacted]