E-ZPass MA Customer Service Center

When transferred to a live Customer Service rep, I was greeted by Nancy, she was easy to talk with answered all my questions promptly and I was surprised by the flow of questions being answered smoothly ! I usually don’t comment on these types of stars - but being completely satisfied I must of gotten lucky, compared to the other ratings I observed!

Just spoke with a nice gentleman named Rick and he was extremely helpful. I called the customer service line and the first rude agent hung up on me, I called back and got Rick and he went above and beyond to help me and did it with a great attitude. He said he was semi- retired but let me tell you he was on point and helped me breeze through the issues I was having. I hope him department head reads this and commends him for a great job.

I was on the phone with a very pleasant woman who solved my problem within about five minutes.

Easy enough... it was a quick In and out if you're just paying what you owe.

Don't understand these poor reviews. I spoke with a woman at the Auburn office today who was really helpful. Very short hold time until my call was transferred to the customer service rep.

I called, got through within 2-3 minutes and the customer service rep was great! He helped me unlock my on-line log-in, he helped me determine that all my recent toll charges were on there since I was using a replacement vehicle, and he gave me my balance. Great experience. We do need to understand that the timing of your call makes a difference in wait times. Peak call times can back up the calling tree.

One of my easy pass boxes died and they were able to replace it and give me a letter for other States when they're nasty I owe the money bill comes in

Hello Everyone I'm not sure why I see so many negative reviews posted here. I was blessed to meet a wonderful great representative named Andy. When I first got in I only had to wait 2mins in line which was great being that I live 1 hour away. I came in right at 4:45PM Dot department closes at 5:00PM. Andy had a great smile when I came up to the counter and had some great jokes that elevated my experience considering I was there to pay late fees that were behind. Not only did Andy make sure the fees were paid but that they also updated the Registry with the payment made so late in the afternoon. As I was filling out the required paperwork Andy went to go speak with the agent responsible for reporting to the registry and she was just about ready to leave and she stayed and updated the registry before she left! I just couldn't believe how late I made it there and how fast everything was done. Usually people complain that agents are slow or don't treat them well. Well not here folks if you want great fast service then join Ez pass and go talk to Andy he will lighten up your day very quickly!! I was so impressed with the other employees as well I spoke to a wonderful woman who set me up with a new account and she was also fast and effective. Hands down these guys have great service there reliable and will get the job done! Thank you Andy for being a fantastic agent here if it wasn't for you I wouldn't have had a better day its people like you that influence people to do good and make right!

I was planning to drive to Auburn today to get help with an issue with having more than one account. I had called once before and the person couldn't help me. While looking for directions, I noticed the CHAT button and decided to use it. The person on the other end was very helpful and I was able to correct my issue with the information she gave me.

I went here on Tuesday after a holiday. Worst idea ever, the line was out the door. I came back on a Friday morning and there was no line. I spent 10 minutes here to add a new transponder to my account. I had the best service possible from a state run firm.

Besides, can you really blame the staff for being grumpy when they get yelled at by their customers all the time? I'm surprised they didn't throw their coffee at this one guy who was just yelling at a clerk.

Went to Auburn twice in 2 weeks to have EZ Pass transponders tested. Went late mornings on weekdays. Was in and out in about 5 minutes. Customer service was fast and friendly. One transponder was 15 years old and was defective and replaced. The other tested strong and was given back. Very pleased overall. I asked how I could tell if a transponder was defective or has a low battery with the new system and was told to check your statement or online account. A statement showing a plate number means that the transponder is bad. A statement showing the transponder number means it is reading OK.

I updated my account information in person at the Auburn EZ Pass customer center with Owen. I also asked Owen to test my transponder since it was old, and I was concerned the battery might start to fail - the battery was still good after 16 years! Owen was very pleasant to work with, and the whole transaction from start to finish took less than 5 minutes!

Thank you, Owen!

Great experience. My expectations were low as they are with other state agencies but Andy was extremely thorough in his explanation and willing to answer all my somewhat redundant questions. He gave me a printout with the details of our conversation without asking which was nice. I left there feeling better and my understanding of the EZ-Pass system much greater. Thanks Andy!

I am from Florida, and not being able to get my mail for the pay by plate system I went there. It easy easy to find and in a good location. The people there were friendly and most helpful and got every thing done. The E-Z pass system was explained to me consequently I left a transponder as not to have the same problem again.

I live out of state and travel to Massachusetts several times a year and always rent a car. I wanted information on leasing an EZ-pass transponder in my situation. I talked to Elisha and she was very professional, knowledgeable, helpful and quick. She put me on hold for a minute to get information for me. She answered all my questions and was also very friendly and personable. Great experience and great customer service! Will report back in when I get the transponder and let you know if using it is as easy as getting the information.

Due to an issue with my EZ pass transponder, I contacted the customer service center. And some named John did a excellent work; he provided clear explanation, solution and follow up service to ensure i receive a new transponder ASAP.

After reading the reviews, I was a little scared to call, but I had no choice. I was so pleasantly surprised by the wonderful customer service I received from Kiyen. He was super friendly, knowledgeable, and 100% happy to help me. He made my day. That was one of the easiest things I’ve done in a long time. Thanks, Kiyen!!

The experience was easy and pleasant. The automated script did its part to get me to a VERY considerate and patient person. She answered all my questions. I was able to complete the task I called for, plus several others while on the phone.

Hold time was about 5 minutes (not too bad) and service representative Chris was friendly and knowledgeable. The computer system she was working with gave us the answers we needed quickly.

Laura went above and beyond to help me sort out some fines that my lease company had failed to inform me of in a timely manner and were preventing me from renewing my registration. No wait time at all. So glad I went in person. Thank you!