CLEVELAND — More than a quarter of a million E-ZPass transponders were not detected on a busy stretch of the Ohio Turnpike earlier this year, according to the agency's own data. But when 3News Investigates asked for updated information in the face of customer complaints and safety concerns, the Turnpike responded that new info isn't available.
Duane Tehoke enjoys life on the open road, whether in the car, his truck, or one of his motorcycles. He looked over months worth of bills from the turnpike with 3News Investigates, showing numerous issues and frustrations.
"Most of the issue is either entering the Turnpike or exiting the Turnpike," Tehoke explained. "It will not pick up the E-ZPass."
Tehoke has had problems he says started around April of this year, the same month the Turnpike unveiled its new toll collection system, headlined by four new "mainline toll plazas." One of them is in Northeast Ohio at plaza 211 in Trumbull County.
"I started noticing an exorbitant amount of replenishment fees that was not there in the past," Tehoke detailed, showing where his account was charged incorrectly. "That's when I went back online with my account to see what was happening."
The E-ZPass bills tell the story: charged for trips he didn't take and miles he didn't drive. In several instances, Tehoke was charged extra when his transponder didn't register as he was entering or exiting the Turnpike.
He estimates it's happened at least a dozen times in the last six months alone.
"It's been a lengthy period and it just keeps happening," he said.
Former employee speaks out
Dennis Spisak, born and raised in the Youngstown area, worked for the Turnpike for eight years. He's very familiar with customer complaints, and says Tehoke's transponder issues don't surprise him, remembering other drivers who dealt with the same problems.
"They go up to the gate and the transponder doesn't work! They didn't touch it, they didn't move it, it just didn't work,” Spisak recounted of his dealings with customers. "So then they had to pull a ticket and pay the full fare. That was a daily occurrence."
Spisak's tenure ended abruptly earlier this year, he says for simply voicing his concerns.
In years past, Spisak said his family could visit Pennsylvania for shopping or quick weekend trips. They'd pay just 50 cents to take the Turnpike home.
But under the new system, he claims the cost jumped eight times the previous amount, up to $4 every time. When the changes became official, Spisak told us he sent an email to Turnpike Executive Director Ferzan Ahmed.
"From 50 cents to $4 was unjustifiable," Spisak said, detailing the email he sent. "I just told him that I thought it was a rip-off to people in this community."
Spisak says he was approached at his desk the next day.
"They handed me a letter stating that I was terminated for being disrespectful and unprofessional," he remembered. "The Turnpike always said they valued input from their employees. That's why I sent the email."
A turnpike spokesperson confirmed that while the cost of using the turnpike in that area has increased, the new charge for EZ Pass customers has only gone up from 50 cents to $2.75. Non-EZ Pass customers will be charged four dollars, the number Spisak was upset with.
Are transponder troubles improving?
Data from the Turnpike shows more than 267,000 transponders were not initially detected at Toll Plaza 211 and the flat rate Toll Plaza 239, the new mainline plaza in Trumbull County, between April and August.
Ahmed sat down with 3News Investigates in August, and assured customers that the problems would be addressed.
"I totally understand that right now, many of those same customers are not having a good experience with us. Bare with us," Ahmed implored during the interview.
But when we asked for updated numbers about how many transponders had not been detected in that same area since our last investigation, the Turnpike communications staff did not release the same information, now claiming "their system is not capable of providing that level of detail."
It leaves the public no way of verifying whether the transponder problems have gotten better or worse.
According to the Turnpike, customer service initially struggled to keep up with complaints when the new toll system was first rolled out, but the agency claims it's improving thanks to the hiring of new staff members and extended business hours.
The average wait time on calls has gone down compared to the summer months, from 6 minutes and 18 seconds per call from April to August to about 5 minutes and 35 seconds in September.
Tehoke says he still ends up waiting at least an hour for his issues to get resolved.
"It's extreme wait times," he said. "I usually press call back and it's an hour to two hours."
Confusion continues under new system
Even after countless calls to customer service, Tehoke's transponder still gave him trouble.
"I’ve tried slowing down, I've tried moving the transponder in the vehicle so it would possibly be picked up," he shrugged.
He says he's mounted his transponder at every angle in his cars and on his bikes. He worries about how it affects his ability to drive.
"It's frustrating! It’s kind of a safety concern, because at times I slow down to the point where I'm almost stopping," he remarked. "I think it's more confusing that I purchased a transponder and it's not picking up entering or exiting the toll booths. Why do I even have an E-ZPass?"
Slowing down abruptly led to tragedy at the Turnpike's new mainline toll plaza on the highway outside of Toledo. On Aug. 15, four people were killed and 10 were injured in a series of crashes after a woman slowed down quickly. The Minnesota driver told investigators from her hospital bed she slowed down because she was confused.
In the weeks since he spoke with 3News Investigates, Tehoke says his transponder issues have gotten better. He told us the Turnpike sent him a new transponder, which they made him pay for. The results have been improved since he began using the new device and started to adjust his speed entering and exiting gates.
A turnpike spokesperson clarified that while Tehoke was charged incorrectly, all max fares were adjusted to the correct amount after the incidents were brought to customer service.
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