I honestly wish I could give this company negative starsThe customer service is outrageousNot only do they take forever to get back with you but they don't actually respond with a resolution They basically say "oh that's your problem- thanks for your money though!" Unreal- I would rather take the extra minutes on non toll roads than give this company another dime of my money
I got a ticket in the mail from these is. I drive a Ford SUV. The vehicle in the violation photo is a Cadillac. I have never even been to the area where this happened. It took me over an hour to get help and have it dropped. I was told it was a mis-read of the license plate. As a Florida taxpayer, Its not right any of us should have to pay to drive on roads that our tax dollars built, however, if you are going to issue tickets that affect a persons drivers license, they need to have a better system in place to stop mistakes. Plus I spent a frekin hour on the phone, they should pay me for my time! Sunpass [redacted]
My name is [redacted] and I had a miserable time trying to add a new sunpass mini, add another vehicle and change my credit card number on their automated call in system.
I spent over an hour trying to input the sunpass numbers, tell them how much I wanted my maximum amount to be charged to my credit card (the system would not accept the numbers I pressed or verbally), add a vehicle and license number. The call in service is clunky and in my opinion, unusable. If you are going to have a call in service, at least make sure that it works! It is bad enough that we cannot speak to a human being any more unless it is during business hours at least have an automated system that will accept customer inputs.
Today I called a human during business hours. It took me 15 minutes to get through the automated garble to finally speak to a person and then another 8 minutes of music to finally get help. Once I had a "HUMAN" on the phone, I was able to resolve my issues and at least, yesterday I added a license plate number to the existing account that I have with sunpass. So I can say that one part of the system worked.
I suspect the company feels that we don't need a good experience as having these sunpasses will eventually be mandatory to drive through Florida pay stations. So we will have to put up with the horrible service the call in service provides and they will do absolutely nothing about it.
I spent an hour and a half trying to add 1 sunpass mini.
This is the worst automated system that I have ever had an experience with.
If I were Sunpass ** the company that runs it...I would have 24 hour support and hire a few humans to do the job. If eventually, you are going to do away with your booth personnel...use that money to pay for 24 hour service. I don't care if you go to India and have 4 or 5 individuals dealing with the public that can barely speak English. At least we could attain some type of customer service without speaking to an electronic voice and system that does not work.
This system is supposed to help and to be used by hundreds of thousands of people, we need you to get it together. First. You need to make it clear how a new transponder can be registered. Every document just says "go to the website". However, while the log in is clearly visible, registration is a nightmare to find. Why is it not right next to the log in? Why did I only eventually stumble across it at the bottom of the page with the small print. This is wrong. Fix it. Two. The "registration" is not a online process. Why do I find that registration involves a form to print and mail/fax the registration in? This is wrong. Three. The "Sunpass User Manual" says their is a phone number that can be used to register the Sunpass. This number provides no listing in the phone tree for a user to select and complete the process this way. This is wrong. Overall I should not be angry when coming away from a process so many of us need. Fix It Now.
I honestly wish I could give this company negative starsThe customer service is outrageousNot only do they take forever to get back with you but they don't actually respond with a resolution They basically say "oh that's your problem- thanks for your money though!" Unreal- I would rather take the extra minutes on non toll roads than give this company another dime of my money
I got a ticket in the mail from these i
s. I drive a Ford SUV. The vehicle in the violation photo is a Cadillac. I have never even been to the area where this happened. It took me over an hour to get help and have it dropped. I was told it was a mis-read of the license plate. As a Florida taxpayer, Its not right any of us should have to pay to drive on roads that our tax dollars built, however, if you are going to issue tickets that affect a persons drivers license, they need to have a better system in place to stop mistakes. Plus I spent a frekin hour on the phone, they should pay me for my time! Sunpass [redacted]
Hello,
My name is [redacted] and I had a miserable time trying to add a new sunpass mini, add another vehicle and change my credit card number on their automated call in system.
I spent over an hour trying to input the sunpass numbers, tell them how much I wanted my maximum amount to be charged to my credit card (the system would not accept the numbers I pressed or verbally), add a vehicle and license number. The call in service is clunky and in my opinion, unusable. If you are going to have a call in service, at least make sure that it works! It is bad enough that we cannot speak to a human being any more unless it is during business hours at least have an automated system that will accept customer inputs.
Today I called a human during business hours. It took me 15 minutes to get through the automated garble to finally speak to a person and then another 8 minutes of music to finally get help. Once I had a "HUMAN" on the phone, I was able to resolve my issues and at least, yesterday I added a license plate number to the existing account that I have with sunpass. So I can say that one part of the system worked.
I suspect the company feels that we don't need a good experience as having these sunpasses will eventually be mandatory to drive through Florida pay stations. So we will have to put up with the horrible service the call in service provides and they will do absolutely nothing about it.
I spent an hour and a half trying to add 1 sunpass mini.
This is the worst automated system that I have ever had an experience with.
If I were Sunpass ** the company that runs it...I would have 24 hour support and hire a few humans to do the job. If eventually, you are going to do away with your booth personnel...use that money to pay for 24 hour service. I don't care if you go to India and have 4 or 5 individuals dealing with the public that can barely speak English. At least we could attain some type of customer service without speaking to an electronic voice and system that does not work.
[redacted]
This system is supposed to help and to be used by hundreds of thousands of people, we need you to get it together. First. You need to make it clear how a new transponder can be registered. Every document just says "go to the website". However, while the log in is clearly visible, registration is a nightmare to find. Why is it not right next to the log in? Why did I only eventually stumble across it at the bottom of the page with the small print. This is wrong. Fix it. Two. The "registration" is not a online process. Why do I find that registration involves a form to print and mail/fax the registration in? This is wrong. Three. The "Sunpass User Manual" says their is a phone number that can be used to register the Sunpass. This number provides no listing in the phone tree for a user to select and complete the process this way. This is wrong. Overall I should not be angry when coming away from a process so many of us need. Fix It Now.