When a driver has specific or nuanced questions about a particular toll facility, they are referred to that agency. When Team 10 asked for specifics on policy, this was the follow-up answer: In some cases, the best experience is provided by the agency that operates the toll facility the driver has specific or nuanced questions about when that’s the case, drivers are referred to that agency. Tolling agency staff and customer service representatives are committed to having a general working knowledge of all the state’s toll facilities to provide the best experience possible for drivers. The great thing about tolling in California is that it is interoperable - meaning that a FasTrak® account established with one of the state’s 13 tolling agencies can be used to pay tolls on every tolled bridge, lane and road in California. Should customer service direct specific questions about certain freeways to the correct agency? Example - if someone calls Toll Road asking about the I-15, are they told they should contact SANDAG instead? When Team 10 asked which agency would Dinges go to if he wanted to dispute a charge, The Toll Roads said it was SANDAG. “I have to say, I don’t think I would have been able to navigate all this without your help,” he said. "I just hope that by bringing this to their attention, this will cause a little more training on their end and a little more interagency cooperation,” Dinges said. He wants others to learn from his experience and wants tolling agencies to work closer together. The Toll Roads also gave him a $25 credit on his account. The agency sent him a transponder where you can switch a button between two or three people carpooling “that then sends a signal… not to be charged,” he said. After some back and forth, Team 10 helped get him results and The Toll Roads sent him the transponder he needed for free. Team 10 connected Dinges with both agencies so he could speak with them directly. A spokesperson said they are “continuously exploring opportunities to communicate with motorists more efficiently.” Team 10 also questioned SANDAG why signage on I-15 does not say you will still face charges with certain transponders. “I’m not getting any assistance from The Toll Roads and I’m not getting a clear direction,” he said. He added that “when a driver has specific… questions about a particular toll facility, they are referred to that agency.”ĭinges said that did not happen in his case. Under Transponder FAQs, there is a question that explains sticker transpondersget charged even with carpool.Ī Toll Roads spokesperson told Team 10 that “customer service representatives are committed to having a general working knowledge of all the state’s toll facilities.” While an explanation about the sticker transponder and carpool charges was not in his welcome packet, the information is on The Toll Roads website buried in the FAQ section. In San Diego, if you sign up for FasTrak for I-15 or SR-125, you get a physical transponder which you can put in a mylar bag given to you by SANDAG to avoid charges if you have carpool. He said when he called The Toll Roads, customer service did not tell him I-15 was run by SANDAG, a completely different agency. The transponder is the equipment that reads the technology to charge your account.ĭinges got a sticker transponder from Orange County that charges your account no matter how many people are in the vehicle.ĭinges was not aware of that and said the information was not in his welcome packet that came with the sticker. “There carpool signs that say two or more are free, so I’m assuming that I’m complying with the carpool lane and I shouldn’t be charged,” he said.Ĭharges depend on what type of FasTrak transponder you have. It is a different story when he’s with his kids. When he is alone on the I-15, Dinges said he expects to be charged. He has a Fastrak sticker affixed to his windshield-a sticker he got from the Transportation Corridor Agencies, also known as The Toll Roads of Orange County. “I drive up the 15 to the 79 and Temecula where I pick my kids up,” said Dinges, who lives in San Diego County. Turns out he was wrong-and finding the correct answer for him involved multiple agencies. SAN DIEGO (KGTV) - Brian Dinges thought the rides with his kids on Interstate 15 in the Express Lanes through San Diego were free.
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