DriveERT Customer Care Center

The lady I spoke with was really caring and understanding as to how I got into the situation I was in having to pay for my exes tolls and etc, but she spoke to me as a human,a kind human that was speaking encouraging words into someone that truly needed it at the time, she was informative, helped me, answered everything I asked her and actually listened to me and helped me and made a very hard time for me, much easier to go through and take care of, she needs recognition and a raise!!! I wish I knew her name!

Velveeta was amazing I had just woke up acting groggy and demanding because I didn’t understand this being a toll that I couldn’t see I’m use to paying tolls in person and actually thought this was a scam. Velveeta was so kind, informative , patient, and professional! She even arranged for my statements to get emailed to me so I can stay on task with payments. I loved her positivity , definitely made my day for sure.

Receptionist attentive when you first enter. Police presence for security. Business was handled promptly and professionally. Plenty of parking space and ease of access to the building. Somehow I never received a bill from April 29th. After paying on June 16th in person, the bill came in the mail the next day!!?

OMG don't want to make any mistake but the brownskin lady at the first window with the glasses was sooo helpful I could not thank her anymore then can't forget the two young ladies at the back windows (where you pay for your tolls) thanks again you guys ❤(even the officer was helpful lol)

The lady that assisted me was so patient, a real sweet lady. Didn't mind taking the time to explain the process to me. She was very knowledgeable concerning her job. I think I will frequent their office whenever I need to do transactions. Good atmosphere at least on the day I went. Thank you.

Made a wrong turn while on this side of the country and got hit with a toll bill. I didn't get back to where I live in time to pay it before it was overdue and incurred a late fee.

I explained my situation through email and received a prompt reply for more information, then had my late fee written off the next day.

$12.98 for a toll is still pretty ridiculous, but better than $37.98 with the late fee for a wrong turn I guess...but that's outside of customer care.

Couldn't have been easier or faster, went after work and several employees were available helping customers. Helped immediately with a friendly person. Was expecting an experience similar to the dmv but it couldn't have been further from the reality.

EDIT: I am editing my review from 1 star to 5. I spoke with Chris today regarding my account and he was very helpful in resolving my issue. My fees were greatly reduced and I am pleased with the outcome. Thanks Chris!

Honestly, I never do this, but I am extremely unhappy. I contacted ERT via email on December 16 regarding a statement I received for approximately $111. I was confused because I had just recently gone through the tunnel and had paid the $11.11 for that trip. I create an account on their site and find that this $111 is stemming from a trip I made sometime in June or July that I never received a statement for. I always make a point to pay my tolls because I know how expensive they can get, so you can believe my shock to see a statement for that amount.

In my email I asked for a one time forgiveness or allowing for a reduction of fees and letting me pay the original amount. I am asked to provide them with copy of my transcript of driver history from DMV, to prove that my address is up to date so they can find a resolution. This costs money, if you were not aware, but I oblige and forward the copy in hopes of finding a solution. I was told I would be contacted by the end of the second business day. This was December 18.

I don't hear from them within two days. Understanding this was near Christmas and New Years, I allow for extra time. On January 5, I sent a follow up email stating that I had sent a copy of the document they had asked for on December 18 and had yet to receive a response. They email me back January 6 telling me to resubmit the documentation and that they will be happy to assist you further in resolving my issue. I resent this documentation yesterday, January 7.

Fast forward to today, January 8, and I receive an email that apparently they have thoroughly reviewed my account and consider the administrative fees to be valid. Are you serious? The administrative fees are valid for statements I never received? This obviously isn't an isolated incident by the looks of the other reviews that have been left. I went out of my way to pay for the requested documentation in hopes of finding an actual solution to my issue and this is not it.

Customer service was quick. Representative was knowledgeable and helpful

Service was great unlike others I’m an adult that takes responsibility for trips through the tunnels. I understand what comes with the trip. It is simple if you don’t want any tolls take the longer way and stop complaining and wasting the workers and your time. Why is it that y’all act surprised to receive a bill? When there are signs all over the place. If you talk to the people nice and not let your ego get the best they can cut the overdue amount in half. Honestly, just grow up & keep the ez-pass loaded and you won’t have to see them so often.

I was surprised to receive a letter from a collection agency saying I could be arrested for not paying a toll at the Elizabeth River Tunnel. I had a transponder when I went through there, so sent an appeal email two months ago through their website, but never heard back and then received the threatening letter. For that ... I give minus one star. However, I called today and after 20 minutes an amazing young lady by the name of Cotye got on the phone. Not only did she calm me down, she was able to get the dispute team to waive the $75 fee and then stayed on the line until I paid the original $5.54 fee (I was ok with paying that, even though I had a transponder). Cotye was so pleasant, so professional and so thorough ... this is the 1st review I have ever done on Goggle but wanted to make certain someone she knows see this and tells them how much I appreciate her!! Tucked, Cotye!!!

Very easy payment. I dont drive up that way enough to justify an EZPass so I just pay by plate on line. It took me less than a minute to pay and that included printing off the confirmation for my records.
For the people complaining about the tolls, I suggest 1)planning out your trip and not mindlessly following your GPS. The toll is easily avoidable if you know how to read a map., 2) if you sell a vehicle privately, keep your license plate. Once the sale is made licensing the vehicle is thier problem, not yours. 3) if you move, update your address with the DMV. You sure "save" a little money not reporting your address change to get your registration and license updated. But you will pay for it later.

Customer service was on point. They helped me out with my very 1st ez pass

I received a collections notice, and the customer service team at ERT really helped me through the process! They even helped me fix my EZ Pass issue, which had been responsible for the missed pay by plate bills that resulted in collections. There hasn't been an issue since.

The ladies in this office are really helpful and kind!

Despite the negative reviews, I'm very pleased with the customer service I received when I had questions about being billed by my plate versus it going to my EZ pass. Even though it was something that was technically my fault, and I was willing to pay $53 for my mistake, they offered me the EZ pass rate versus the pay-by-plate rate, thus dropping the bill to $14.

Helpful agent and supervisor, though I didn't appreciate the additional fees.

Great experience with the gentleman who assisted me. He was knowledgeable experienced and very helpful. Bravo Zulu to EZPass Customer Care!

Manager of this place, I believe Miss Pamela, is very professional and dedicated to serve the public.
Walk in there on July 17th with an issue that I had since Oct 2019, and have been disputing over the phone with no success at all, but today has been a wonderful day just meeting this young lady with her Team very empathetic, professional and ready to work.
Thank you so much Miss Pamela and Miss Andrea and the rest of the Team for the support and well understanding of the public issues.
Be all blessed, safe and healthy !!!

I had misplaced my bill, so I contacted customer service, and the young lady that I spoke with was very courteous and very helpful.

. Prompt service. Came to get tunnel toll discount.