Good To Go!

I came in to get a receipt for a large toll bill that I paid over the phone as well as set up an account to avoid future outstanding balances.
After taking a number and filling out the form, the wait was less than 10 minutes on a Monday afternoon.
The process was swift and the employee was efficient and professional. I’ll definitely resort to coming here instead of trying to call their «customer service» number.
I’m deducting two stars because of the dismal customer service and incredibly long wait time over the phone. Never ever call that number unless you want to wait 20+ minutes only to talk to very rude people.

We requested the new Flex Good to Go pass so we could use the new commuter lanes as a family on the weekends. We requested the passes twice. They never came. Paid for it too.

This company (Electronic Transaction Consultants, who runs the «Good to Go» system) strives to provide the same level of customer service as Comcast and they definitely succeed! I’d rather deal with the IRS or the Mexican Drug Cartel than this horrible company.
I’m not sure how many people know this, but 70% of all tolls you pay in Washington go to this company in Texas. That means that if you pay the $ 10 toll on the 405, only $ 3 will go to our state and the rest goes to stuff the coffers of this horrible company in Texas.
They have made multiple errors in my account and attempts to submit requests through their online chat and call-​back system go completely unanswered. I’ve now been waiting on the phone with them for over 30 minutes (I’m still on hold as I write this) to get them to reverse some incorrect charges on my bill.
I know that writing this will do absolutely no good since our state has chosen this horrible company to run our tolls, but what else am I going to do while I wait on hold for such a long time?

The average on-​hold time for someone pick up my call is above 20 mins, which is insane. However, they managed to fix the problem for me.
For the response time, –1 star.
For the service, 3 stars.
Overall, 2 stars.

This is a review for the customer service.
Recently, I had crossed the 520 bridge for the first time and I got billed $ 7 for the trip. I set up my account and put $ 30 in to both pay it off and have a little pad money in case I go through some tolls again. Unfortunately there was a disconnect along the way and they never charged my account. Fast forward to today and I’m sitting with a Notice of civil penalty and a bill for $ 92 (way more than $ 7). I give their customer service number a call, go through the automated process fairly quickly and then maybe waited 3 – 4 minutes to talk to a real person. I forgot the guy’s name but he was as calm as an air force pilot and quickly waived all my fees and got me back on my way.
All in all, if you have a problem (and you most likely will) give their customer service number a call and they’ll be good to you.

worst customer service anywhere. surprising it is here in Washington. reminds me of something you would find in New Jersey.

Let me start by saying it is obvious that «Good not to go» just does not care about servicing the customer. I have gone months trying to deal with my pass and why I was being charged when I shouldn’t have. A number of calls, and my last option was to go to one of their locations to get my pass tested. There are only 3 in the area and the UW one doesn’t have a scanner so that one can’t test passes. I spent about 10 minutes trying to find a parking spot. Their business has about 10 parking spots and all the neighbouring business have parking signs saying «you will be towed if you park here for Good to go». Who in the hell decided to have an office who serves the entire East side, with 10 places to park. Since I travelled from Lynnwood to take care of this issue I decided to wait it out and I spent over 2hrs until my number was called. It was obvious that the individuals at the counter are really in no hurry to get to the next customer. After all we are just a number. I’m positive that they are using a common management technique to actually go slower so people will get frustrated and leave or just pay the bill or whatever reason they had to be there. Unfortunately I had to wait it out because I have already tried to get it cleared up on the phone and that was another pitiful excuse for customer service.
My number was finally called and come to find out my Audi has metal in the wind shield and won’t work. At first I had the «sticker», and I was forced to get the «Flex Pass» if I wanted to travel in the Toll lanes and not get charged, even if I had enough carpool people in my car. The only sign of positive service was that they swapped out my flex pass for the license plate adapter which is the only option I can use. So now I have to put on this bulky thing on the top of my license plate, and get this, your going to love this. It is going to charge me every time I use the toll lanes. The gal gave me a piece of paper and told me I have to write down every time I travel in the toll lane that I should not be charged. Then I have to send in this log to them and they will look at each instance and give me a refund if they find that I meet the carpool requirements. Plus on the sheet of paper they have a 45 day limit that if I don’t contest one of the charges, too bad, I have to pay.
Please someone who can do something about this company fire them and either find a system that works or go back to the previous system. I can’t believe my tax money is paying for this disgusting excuse for a Toll system. It is a joke and I can’t believe the legislature is letting them get away with this. Get a damn clue.
Sincerely a joke.

Seriously the worst. They take forever to respond to customer service inquiries, they shipped my pass to the wrong address (and then wanted me to pay for a new one), and they have an excuse for everything. I’m really disgusted by this whole process – I read an article online from back in April that talked about a bill in the Washington statehouse created for the purposes of shaping them up – did that ever result in anything? Anyway, after seeing charges on my account that seemed to be for too much money/​too close together/​before I had received my pass, I stopped payments via my bank’s online system, so if anyone else is getting random overcharges, you might want to check that out.
The 520 bridge is the best way of getting to my job in a timely fashion (I’ve tried going around the lake; it takes even longer and the traffic patterns are even more variable), otherwise I would just never deal with them again. As it is, I won’t be buying another pass just to see them take another month and a half to not get it to me. I agree with others who say that this is purposeful theft.

Anticipating a long line, we got there about half an hour before they were open on Saturday and there were 2 – 3 people already waiting outside. By the time the doors opened, a huge line had formed behind us. We were fourth in line, and there were exactly four counters, so after grabbing a number, we went straight up to one of the customer service reps.
The lady we got was really nice and helpful. Got our flex pass, paid for a toll and we were out of there in 15 minutes. Very quick and painless.
Prepare for long waits, or get there really early. As we were leaving I noticed only 1 or 2 more ticket numbers had been called.

The worst excuse for Goodtogo. Service is horrible and the customer service reps have no idea what customer service is. They rent two office spaces and do nothing. Hire good people with brains.

The worst Payment processor I’ve ever experienced. It’s incredulous that the state government is STEALING money from me. I owe over $ 300 for going over the 520 bridge 5 times, I received no notices and this horrible payment thing isn’t letting me pay, so probably they can steal more money from me on purpose. It’s horrible how my own government is stealing money from me. Shame on what has become of this country

If you have ever crossed the accursed 520 bridge, there is a good chance that you hate it about as much as I do. The whole thing is in a sorry state of disrepair, and so it makes sense that they’d build a new one, but of course that money has to come from somewhere. The solution: take the money from the very people who are using the bridge! And if they have complaints about it, let them direct all their whining over here. That’s what this place was built for, but quite frankly, I’d rather just never have to deal with all this tolling business in the first place. The construction seems to take forever nonetheless.
My special case started when I went through the needlessly complicated process of signing up for an account. But I suddenly had to go out of state for a little over a year and a half, and I had forgotten essentially all my account information during that time. These lovely folks here helped me recover my account when I managed to prove my identity in person. They also gave me a new sticker for five dollars that they automatically deducted from my account without my authorization. Thanks, now my poor bank account can resume being regularly depleted by this awful service. As a side note, this store is large and empty and does not allow photography. I’m sure you can find haunted houses that are more welcoming.

First off, I should note that this review is for the customer service at this location, not the overall GoodToGo system, which is 1-​star material.
I got a letter about recent tolls on a car that I sold 9 months ago. I didn’t want to leave it to chance by just mailing in the bill of sale and crossing my fingers, since the late fees add up fast.
The office was easy to find and parking was simple. When I arrived at 11:30 on a Friday, there was only one other person there, and 3 staff to pick from, so no wait.
The transaction was pleasant; they made a copy of my bill of sale and had me fill out the dispute form. The only thing that I wish they could do is confirm that the account is cleared right there.
I will update if I have any additional issues.

If I could rate them negative stars –I would. «Good to Go»…should be called anything but that. They issue defective passes and then they charge you additional fees on the random days that their equipment is unable to read their passes; to add insult to injury — you have to make special trips into their main offices to have their sticker passes ‘tested’. They say they’ll credit your account if their passes are defective. Excuse me? I have a pass on my windshield that you issued and it reads on some days and invariably doesn’t read on others… how is that my fault?
On top of everything else, you wont know that you’re being charged penalty fees unless you check your accounts. Make sure you check your accounts regularly so bogus fees aren’t accumulating over time… ugh.

I had the same issue Jon had. I called and told them that I never received the pass that I ordered online, and because they have it listed as «Left their inventory» It is my fault it was lost in the mail. Although my address is correct.
They are trying to force me to purchase a new pass instead of replacing the pass that I legally paid for and never received from them. Cannot wait till they start tolling the 90 as well…

No customer service. Just they are right and you are wrong!
They claimed that I moved my Good To Go pass. Actually, I adhered it as instructed but they gave me a defective one. So instead of replacing it like they are supposed to, they want me to buy a new one!