I had to come here to return my old transponder after I upgraded to the one you can swap back and forth since I now drive my daughter to daycare in the AM and needed a multiple passenger option. There was no wait when I arrived later in the afternoon about 30 minutes before closing so I was easily and quickly able to return my old transponder with no issue. It's in a government-looking complex and it's slightly confusing to pull in and find the location since it's not marked very well - but I used my GPS and it brought me right to it. read more

Very helpful on the phone and followed through with doing what was said. The folks on the phone are great!

Super easy to get my account updated. Great parking access & easy to find. Nice folks too!

Customer rep was so helpful and patient with my questions... I don't like tolls to be honest and was irritable when I went in there. Very nice and quick to help. They accepted cash and credit cards. 24-48 hrs for easy pass to activate .... You can reload and set up account online. read more

So after being charged unnecessarily for use of the HOT lanes w/the appropriate number of people in the vehicle; I decided to switch to a flex transponder. With the flex transponder, you shift it from on or off and can traverse the HOT lanes without incurring a toll when you meet the minimum number of passengers in your vehicle. When upgrading your transponder, know that you must use it at least once in a 12 month period or incur a $10 fee for inactivity. I looked online and found a convienient location to return the standard transponder. You'll be charged a fee if you do not return the item before 20 days after receiving its replacement. Plenty of parking and late hours to allow for you to stop by after work and even on Saturdays. If in doubt, review the frequently asked questions on their site or call if you insist on talking with a human. I had mentally prepared to spend about 20 minutes for the visit but was pleasantly surprised that it was less than 5 minutes and that was with me graciously filling out a survey form for the representative that assisted me. This location can issue, upgrade, accept turn ins and allow for payments to keep your EZpass balance from being in the red. Overall a positive experience and if needed, I'd use this location again. read more

The tolls are back! Anyone familiar with the deal that was struck with the entity known as Elizabeth River Crossings, these tolls are going to be here for the rest of our natural lives! As such, it's important to know when and where you can deal with a human in regards to your questions or your miscalculated invoices, and yes, the tolls were barely a month old and they (ERC) mailed me one of those bogus invoices. Located off Church in a newly constructed building, this office caters to customer service related issues. The hours of operation are: Monday through Friday, 9 a.m. - 7 p.m., Saturday, 12 p.m - 5 p.m. Parking doesn't seem to be an issue as there are more than enough spaces marked for customers. Inside, the layout will remind you of a bank with the long service desk counters and such. The interior is clean and well lit. You'll sign in and then you'll be assisted as to what specifically you need, kind of like the Verizon/Sprint check-ins. I was handled professionally, even though I came in there prepared to breathe hate and discontent upon any EZ Pass employee who dared so much as roll their eyeballs at me! They were so nice I felt like a clueless bear being led into a trap. Surely, these people get cursed at all day, every day so why are they so nice...to me? Needless to say, I went to another service desk, a much smaller one, where my toll violation was handled to my satisfaction. All in all, I had to have been inside the building maybe 10-15 minutes max. Not bad! I was expecting a DMV-like hellish experience but left pleasantly surprised and impressed. Not trying to be cynical, but I visited this location a few months after the tolls went into effect. I would only hope that this office remains as efficient and customer service oriented as what I experienced that afternoon. I was told that once upon a time there was this company called Wal-Mart that began with great customer service too... read more

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An exceptionally professional office. I've been here a couple times and the wit is never long. They also get your problem fixed right away. I also enjoy that they have hours which help people that work. They are open till 7pm daily. read more

Quick and easy. In and out in less than 5 minutes. Easier then doing it online. Seating available if it does get busy.