Complaints

This profile includes complaints for I-66 Express Mobility Partners LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  I-66 Express Mobility Partners LLC

  7450 Century Park Dr Manassas, VA 20109-2138

• 

  I-66 Express Mobility Partners LLC

  12600 Fair Lakes Cir Ste LL11 Fairfax, VA 22033-4904

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  66 Express Outside the Beltway owns and operates highway toll station for *********** outside the ***********. Due to its technical flaws, 4 of my HOV trips were not recognized by my ezpass transponder while 20+ plus other trips worked properly. The company declined my original dispute request, without reviewing the evidence they requested (photos showing my transponder is installed correctly, as verbally agreed over the phone). The fact that the dispute case was closed before I submit by photo evidence less than 24 hours showing that the company did not honor the verbal agreement and didn't have good faith of solving this issue. Hence I'm filing this dispute case with BBB. The dispute amount is less than $100. My request is to have the company waive these unreasonable charges becauze I have a properly installed and working ezpass transponder, evidenced by other 20+ trip on same route as well as other toll road. Trip history is available from ****** official website

  Business Response

  Date: 11/14/2024

  Customer submitted two disputes for 6 trips where his EZPass was not read and they were seeking HOV compliance. The first case was created on 10/11/2024 and the second case was created on 11/01/2024. The customer had 4 trips that went to notice processing due to not having their license plate associated to their ****** account and 2 trips that were charged to their EZPass. The customer was provided a courtesy adjustment and 1 of the 4 trips waived for HOV compliance. The customer then made a payment for the account on 11/08/2024 for the adjusted balance. The customer's ****** does not seem to be properly mounted per EZPass instructions and they would need to reach out to ****** to confirm placement and avoid further issues with tag reads. 

  Customer Answer

  Date: 11/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22518788
  
  I am rejecting this response because i have sent video as well as photo evidence that proving: 1)ez pass transponder was properly installed, because other 20+ trips were read correctly, and 2)plate number was associated with ez pass transponder, proven by screenshot from ez pass. The business simply rejected my dispute case before reviewing the requested photos. 
  
  
  Regards,
  
  *** ***
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request to escalate for review and reduction of your fees and attorney fees that have been imposed on me due to the use presumed use of the I-66 Express Lane. I am concerned that the debt collection process in this case is abusive, as I have been denied my legitimate right to defense because I did not receive any notification of the alleged violation. This constitutes an improper notification for the presumed violation.A clerical error had the wrong town I live in but the correct address, so I never received any correspondence to pay this on ******* make matters worse, the collection lawyer was able to send a letter to my correct address, but this letter arrived two weeks after the deadline to file a proper dispute. This further denied me the opportunity to defend myself against the ********** addition, I had a transponder in my vehicle, but it was not read correctly on either April 8 or April 25. However, it was read on April 18, so it must be assumed that the transponder was inside the car, as I indicated in a previous email.Therefore, I am formally requesting again a review of this case, a reduction or elimination of the fees, and the dismissal of the attorney fees that have been unjustly accrued. I would like to pay the original amount owed, as I have just recently lost my job due to budget cuts at my company. I find this predatory as I have contacted them numerous times to resolve the issue but they refuse to adjust anything and instead, are demanding I pay the exorbitant amount with all the late fees and penalties they have added, instead of charging me for the original toll amount. I hope for a prompt and fair resolution of this request.

  Business Response

  Date: 10/31/2024

  We reviewed the customers dispute and determined that the license plate was not associated to the ****** account at the time of the trips, The customers transponder was not read nor was it properly mounted per ****** specifications. We advised him to contact ****** to confirm the transponder is working properly and has the correct license plate information associated with the account.
  
  The transponder not being mounted or read properly resulted in the tolls not being charged to the account and an invoice being generated, which then was not paid in the time allowed. Currently, the dispute the customer made is denied, and the toll violation notices are valid. The customer was sent to collections with a current account balance of Acct. balance $232.15. 

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I drove my recreational vehicle on I-66 Outside the ******* on 10/4/24 and 10/6/24. While I am aware of dynamic (variable) pricing, the tolls charges came back to a total of $569.50. When I called to question these charges, they told me that my larger vehicle had a higher rate. I submitted a dispute, and they denied ***** is not reasonable to assume that anyone driving a larger vehicle would expect tolls anywhere near this high. The section of road that we drove on was approximately 22.5 miles each way. I never would have used this toll road if I thought the toll would be anywhere near this much. For comparison, my wife was driving our regular vehicle and the total tolls for the same stretch of road was $85.85, which is much closer to what I was expecting (still very high, but acceptable).I feel that I-66 Outside the Beltway is being unfair and deceptive- the rates posted on the sign entering the road are only applicable to smaller vehicles, and there is a small sign below that which states that "larger vehicles can be charge higher amounts." Upon looking at their website, I can see that they charge up to 8x the toll rate depending on the vehicle size. That is predatory pricing- there is no way people would expect tolls that high. Price-gouging like that is not right and is bad business. People using these roads trust some level of fairness and integrity- I understand the dynamic pricing, but 8x-ing the price is over-the-top, especially if drivers have no way to knowing what that price is while they're driving onto the road.

  Business Response

  Date: 10/28/2024

  The information provided by the customer allowed us to conduct a thorough review of his account and travel history on the 66 Express Outside the Beltway (OTB).
  Our records confirm that *** ****** took three trips in his recreational vehicle (RV) on the 66 Express OTB during peak periodstwo on October 3 and one on October 6. Based on our classification system, his RV was correctly identified as a Class 8 vehicle (large multi-axle), which resulted in a total toll of $550.30 for these three trips.
  

  On October 11, *** ****** contacted our *************************** to dispute these tolls. After careful evaluation, it was determined that no error occurred in the toll calculation or classification, and the dispute was therefore denied on October 14.
  

  In *** ******* own correspondence,he acknowledged that the signage indicates higher tolls for larger vehicles.Additionally, he visited our website, ********************************, where we clearly state that larger vehicles may incur a higher toll factor. We strive to make this information as transparent and accessible as possible to all users to ensure they understand the potential toll charges before using the lanes. We value all customer feedback and remain committed to providing a clear, reliable, and efficient experience on the 66 Express.

  Customer Answer

  Date: 11/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22426963
  
  I am rejecting this response because:
  

  It is unreasonable to assume that someone driving a 35-foot recreational vehicle would check the website on their cell phone while driving in order to verify toll charges while entering the ramp.  Further, the signage indicating that tolls "may be higher for larger vehicles" is not visible until you are already on the ramp (with no opportunity to exit).  Some kind of warning indicating the extraordinary increase in tolls is necessary for consumers to make an educated decision.

  This business is engaged in unfair and deceptive business practices.  I'm not asking for a free ride, but it would be fair to reduce my toll to the normal toll rate for these first two trips since I had no way of knowing that the tolls would be this ridiculously high.

  
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:10/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the I66 express lanes on 8/9, with a functioning EZ Pass transponder. My transponder is set up for auto-replenish so my account does not go in the negative. The I66 toll charge of $17.15 was over my replenishment threshold of $15 (i.e. the amount in my account was above $15 but not above $17.15) so it did not process the payment and I66 sent me a notice in the mail. I have no issue with the $17.15 toll payment, but I was also charged an administration fee of $12.50 that is charged 6-35 days after a missed toll. My issue is that I was not notified until 8/28, 19 days after the missed toll, so it would have been impossible for me to avoid this administration fee. I also have an issue with the fact that I called customer service to request more of an explanation, and the representative ultimately told me there was nothing that could be done - however, on the I66 website it mentions a possible first-time forgiveness option, but the representative failed to discuss this with me despite this being the first time I have had a missed toll issue.Based on information I found online, the first-time forgiveness program waives fees for first time offenders. I originally paid the toll and administration fee (totaling $29.65) to avoid incurring additional fees, but I am requesting a refund of the $12.50 administration fee for the reasons above. Please see the attached image that depicts my EZ pass account with sufficient funds and an increased auto-replenishment amount (evidence needed for first-time forgiveness program).

  Business Response

  Date: 10/28/2024

  The customer reached out to ************************* regarding a toll notice she received for an unpaid toll during her recent trip on our facility. Upon contacting our customer service, she was informed that her transponder showed insufficient funds at the time of travel,which triggered the notice. When a toll notice is issued, an administrative fee of $12.50 is applied. During the call, the customer stated that she would pay the toll online but did not request a one-time courtesy waiver of the administrative fee.
  

  While we are always happy to assist customers whenever possible, it is not our standard practice to offer a courtesy waiver proactively. We encourage customers to let us know if they need assistance, as we are here to help.  

  Customer Answer

  Date: 11/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22415375
  
  I am rejecting this response because: per the I-66 Express website, a $12.50 administrative fee is issued for a missed toll after 6 days, but I was not given information that I had a missed toll until weeks later. It would have been impossible for me to avoid the $12.50 fee, UNLESS I was already signed up for I-66 missed toll alert notices (which I am now signed up for future issues but was not signed up before this incident as I virtually never take I-66, do not live in ********, and have only ever used the express lanes this one time).

  In addition, on the customer service call I stated to the agent that if nothing could be done on I-66 Express's part, then I had no choice but to pay the toll and the fee. The agent could have corrected me and stated that there was something that could be done (i.e. the first-time forgiveness waiver), but he did not. While I understand that you do not go out of your way to offer a courtesy waiver, the agent did not clarify my incorrect understanding that there were no other options, because there clearly were.

  This comes down to pragmatics because my perceived understanding was said as a statement and not as a question, the agent chose to let me continue thinking incorrectly. Reaching out to me to tell me you have a courtesy waiver would be proactive but when I am the one that called in for more information on the situation, being informed about the waiver is simply baseline customer service. Avoiding discussion of its existence during the call, despite my effort to find a potential compromise in this situation,is extremely dishonest.
  
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 21, 2004, this company charged me $219.20 for a toll on I-66OB. I first filed a dispute with EZ Pass and they filed a dispute with 66 Express which was denied. EZ Pass then told me that I had to file a dispute directly with 66 Express which I then did twice on August 1, 2024. Both times, my claim was denied even thought the license plate and vehicle in question ********** does not belong to me. The toll in question was for a white freightliner for "Cardinal Dedicated Delivery Logistics" which I have never driven owned or had any contact with. On two separate occasions, I also asked to speak to a supervisor and was transferred to line that did not work and was subsequently disconnected. At this point, I have spent several hours trying to resolve this dispute and have had $219.20 stolen from me by this business.

  Business Response

  Date: 08/12/2024

  This customer stated after reaching out to us that he was wrongly charged for a trip on the 66 Express. Upon speaking with the customer the vehicle in question ********** does not belong to him. The toll in question was for a white freightliner for "Cardinal Dedicated Delivery Logistics" which he has never driven for or had any affiliation with. Upon internal review it appears as though the driver in question was traveling too close to the tractor trailer that was charged as a posted class 9 vehicle on our roadway. The customers toll correction was submitted through our customer service department to EZPass and was informed it could take up to two weeks for them to process the refund. The request was processed by EZPass on 8/5/24 and refunded last Tuesday 8/6/24.

  Customer Answer

  Date: 08/13/2024

  Since submitting my complaint, the business has resolved my complaint.  Thank you for your assistance. 

• Initial Complaint

  Date:02/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received Toll Violation notices, which should have amounted to around $36.70. On all of the days for these violations my transponder linked to my account shows usage but appears to have missed certain sections of the drive specifically one section. They are now trying to charge me over $400 in administrative fees and sending it to collections. I have attempted to contact ezpass ******** customer support but they have communicated they dont handle support for I-66. I am fully willing to pay the original toll fee and had expected to at the time.

  Business Response

  Date: 03/27/2024

  Mr. **********, if you are concerned about a toll transaction on I-66 Outside the Beltway (between I-495 and *************************************) please call our *********************** at ************** and one of our agents will be happy to work to resolve the matter. 

  Business Response

  Date: 09/12/2024

  Cannot locate customer based on the information provided in the customers complaint. If the violation notice is for the 66 Express Outside the Beltway, customer can contact customer service via information provided on the notice. If the notice is for trips taken on the I-66 Express Inside the Beltway the customer can contact VA Ezpass customer support. 

  Business Response

  Date: 10/07/2024

  Cannot locate customer based on the information provided in the customers complaint. If the violation notice is for the 66 Express Outside the Beltway, customer can contact customer service via information provided on the notice. If the notice is for trips taken on the I-66 Express Inside the Beltway the customer can contact VA Ezpass customer support. 

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a car and I have always lived in the DC area but I received the toll fee and penalty invoice from a ***** license plate, and they cannot provide any details. Notice number 0000463775-2

  Business Response

  Date: 09/12/2024

  4/17/24- Customer disputed through collections company. All requested itemized statements provided. 

  Customer Answer

  Date: 09/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21235845
  
  I am rejecting this response because:
  
  
  Regards,
  
  Kuangheng He
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting in October, I66 Express Pass began misreading a box trucks tag for my vregular vehicle tag. Despite numerous attempts to call and resolve, charges continued even though staff indicated it was not my vehichle or tag when they pulled up photos of the toll booth areas. Disputes have been filed without action. This has resulted in over $700 of charges to my Maryland ** Pass and ultimately off my credit card. Finally, on January 16th I received an email from 66Express stating that is was a misidentification and that I would be receiving a refund in 7-10 business days. Today, I called as that did not happen and I continue to get the run around. Everyone is busy. They are escalating it. My refund will happen..blah blah blah. I have literally spent hours and hours on the phone trying to resolve this for months. They admit fault yet I still have not been refunded.

  Business Response

  Date: 02/23/2024

  Dear *** ******,
  
  We are in receipt of your letter dated February 20, 2024,
  detailing a complaint raised by ***** *********(“Customer”) and appreciate the chance to
  respond.
  
  The Express Lanes and I-66 are different companies. For
  assistance, kindly visit their website at ride66express.com or contact I-66 at
  1-***********.
  
  We appreciate the opportunity to respond and welcome your
  forwarding of this letter to the Customer. 

  Business Response

  Date: 03/27/2024

  *** ********, if you still have concerns a refund not being issued please contact our customer service department at 1-************ so they may look into the issue further. Thank you!

• Initial Complaint

  Date:01/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a violation in the mail for an unpaid toll. When traveling in the vehicle, I had a transponder that was active with money on it. And I can send this to the company as validation. I tried to contact 66 express first to get this resolved and I received the attached email claiming that my dispute was denied and they will waive the administrator fee but yet I owe $42. How does this make sense? I have a transponder that I was using that would not be read when going thru the tolls?I am requesting a dispute and I can send it the account information as well as the violation noticed that I received as well.

  Business Response

  Date: 09/12/2024

  1/24/24- The 66 Express **************** reviewed the customers dispute related to being an EZPass Customer.Upon review, we were able to determine the license plate was not associated to the EZPass account at the time of the trip per VDOT and that the transponder was not read nor was it properly mounted per EZPass specifications. (E-ZPass On-The-Go Retail Locations | E-ZPass ******** (************) This is the explanation for the toll not being charged to your account. The dispute is denied, and the toll violation notice is valid. **************** agent told customer they were happy to apply a one-time courtesy that will adjust the administration fee to $1.80 per trip. Account balance is $32.70. 
  2/26/24 **************** reviewed customer dispute. The account had insufficient funds at the time of the trip. Furthermore,reviewing the trip images revealed that the transponder was not mounted correctly. **************** agent informed customer that it is imperative that the transponder be mounted correctly inside the vehicle's windshield in concurrence with ****** requirements.
  The dispute is denied, and the toll violation notices are valid. The agent verified there are 3 trips on file with the total amount of $98.55. Agent offered to waive the administration fees for the 3 trips. 
  3/27/24 The cases have been closed because the adjustment to the account has already been made. The account is just waiting for payment so that it doesn't keep incurring admin fees. The account balance is $36.05. We have currently waived the admin fees for the trips. 

• Initial Complaint

  Date:12/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/12/23 I took the I66 westbound express lanes, and was charged $105.00 for a single trip. I got on just past the **********************, and traveled the express lanes to the end. When I reached out to the customer service department to inquire why I was overcharged, I was advised that because I was towing a 16 trailer behind my pickup truck, my vehicle was reclassified. This seems ludicrous to me. How are they able to get away with this? I had no idea I would be paying any more than the normal rate shown on the display boards. Never again will I ride the express lanes. Huge scam.

  Business Response

  Date: 12/14/2023

  December 12, 2023
  

  Dear Sir or Madam:
  

  Re: Case ID # ********
  

  On behalf of E-ZPass ********, I do apologize for any inconvenience the customer has experienced.
  

  The customer does not have an E-ZPass ******** account or violations in our system. The customer travelled on I 66 Westbound ********************** lanes which toll charges are by the size of the vehicle and uses dynamic pricing. We do not service all toll roads in ******** and I 66 Outside the Beltway is one that we do not service. The customer will need to contact I 66 Outside the Beltway at ************** to request an adjustment. The customer can also find more information on their website at www.ride66express.com to view the vehicle classifications.
  

  Kind Regards,
  

  ****** (1610)
  Customer Service Supervisor
  ****************************
  ********************, ** 24422
  Phone: ************
  Email: ****************************

  Business Response

  Date: 09/12/2024

  Customer contacted customer service and was explained that larger vehicles, including vehicles pulling trailers are tolled at a higher rate in accordance with I-66 EMPs contract with **** and signage displayed at all entrances to the 66 Express indicate this.
  Advised him to visit our website so that he may check the classification of vehicles.
  Trip image review shows that customers vehicle has a trailer.