Complaints

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:07/24/2025

  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 have a current active peach pass account with a $15.00 balance - see attachment My car has an active transponder and confirmed with peach pass - see attachment My vehicle is on the peach pass account confirmed by ********************** pass - see attachment.They were able to charge my account back in March the toll fee with new Florida plate, but not now? Theres no difference! - see attachment I updated my address but the app and online does not allow update to license plate when I update to Florida registration.The wrongfully added fees to an invoice and sent me immediately to collections without proper notification as required by law.Their collection informed me I need to send by certified mail, a certified letter and screenshot showing active account.I am I disabled US Marine Veteran and this is nothing but a scam revenue generator to s**** over out of state drivers I have agreed to pay their toll but refuse to pay their fee for the reason of active transponder should have been captured and toll deducted from my prepaid account.They state original plate was in their system, however their app and online does not allow updating the license plate number and I made several attempts to call but after over ***** minutes wait time I could not speak to anyone to have the plate number changed. But was able to charge me back in March!My license plate number is ***** Florida plate on my ******** ****** their customer agreement I do not see where the license plate needs to match transponder even though ******** SRX is on account

  Business Response

  Date: 07/30/2025

  Dear Mr. ******************** you for reaching out and sharing your concerns. We appreciate your service to our country and sincerely regret the frustration and inconvenience youve experienced regarding your Peach Pass account.

  After reviewing your account and the details you've provided, wed like to address your concerns and clarify the current situation:

  Unfortunately, our records show that the Florida plate was not added or updated to your account, which is required per the Peach Pass Customer Agreement (Section 2.2). This section states that customers are responsible for maintaining current and accurate vehicle and plate information prior to usage of Express lanes.

  We understand your concerns regarding the app and website functionality. If you experienced technical issues preventing you from updating your plate online, we do offer additional support through our customer service phone line and live chat options.

  Submit payment for the outstanding toll and fee using the link previously provided. Once payment is received, we will gladly assist you in updating your license plate information and ensure your account is fully aligned to avoid future violations.

  While we are unable to waive the current fee, we hope this explanation brings clarity to the situation. We remain committed to supporting you and improving our service experience for all customers.

  Thanks, 

  Peach Pass Customer Service

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23648544
  
  I am rejecting this response because:
  SEE ATTACHED LETTER. I went through 4 license plates before this! Your app and online did not allow me to update license plates and used the transponder without issue.
  

  You didnt have issues before until now.

  78864594FF6F2
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/30/2025

  The State Road and ***************** considers this matter addressed and closed. The customer can reference our Customer Agreement listed on our website located at ******************************** for more information. 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23648544
  
  I am rejecting this response because:

  I had 4 license plates from **, ** and 2 in **, the included the GA plate you have on file.
  Previous statements, which I included with the letter I have attached, clearly show there were no issues prior to the fee you charged me. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/14/2025

  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.

  Dear Better Business Bureau, I am writing to file a formal complaint against Peach Pass. I closed my account on 4/17/25 due to an unexplained $20 deduction from my credit card. A representative stated that it was a system glitch. I removed my credit card from the account and closed the account online then confirmed with the representative on 4/17/25. I am due a refund of $27.02 per the balance on my account. I have spoken with 5 representatives and the supervisor twice, but cannot come to a resolution. Today, I was told that for some reason (unknown to the supervisor) the account has not been closed. I wish to closed this account permanently and receive the refund due to me. I need help resolving this issue. Thank you.

  Business Response

  Date: 07/30/2025

  We sincerely apologize for the inconvenience and frustration the customer has experienced.

  We have reviewed the account and can confirm that it has now been officially closed.

  A refund request has been submitted to our ****************** for processing. Refunds are typically issued and can take up to six weeks for processing.

  We regret the difficulty in resolving this matter. 

• Initial Complaint

  Date:07/01/2025

  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 have called multiple times and tried multiple cases with Peach Pass. They are crooks and never get you to an actual person that can help you. My husband and I purchased Electric Vehicles to be able to use the Peach Pass for free on I-85. I properly set this function up and have been through multiple lies of the company because they do not know how to keep their facts strait. One time they tell me that my transponder is not working and that is why they kept charging me even though I as to never be charged EVER for using I-85. The transponder is their device. If it malfunctioned that is their fault. They have now suspended my account saying I did not pay my tolls. THERE ARE NO TOLLS TO BE PAID. The other lie was that they billed me for this again and made no payment so they suspended my account. They will never call or text you. It is impossible to use their online portal. Because my account is suspended you are not allowed to go online and access any information. If they mailed me a bill, that is great! I do not owe anything as I set my account on my side of things the correct way. Because of their "system" changes and "updates" this company is trying to punish me and steal money from me. I will be taking this to court if these charges are not reversed. There is only ONE charge that was made on I-75 for $2.05. I would gladly pay that as I-75 does not allow the Alternative Fuel Vehicle plate to utilize the that lane. This is directly from the Peach Pass Website: "What types of vehicles ride for free in ******** High Occupancy Toll Lanes, specifically the I-85 Express Lanes?Alternative Fuel Vehicles (AFV) with the proper AFV license plate and motorcycles can travel toll-free in the I-85 Express Lanes if they have been certified through Peach Pass and are associated with an active Toll Personal or Toll Corporate Account."I had set my account up and certified it in February/March of 2024 when I purchased my *****.

  Business Response

  Date: 07/10/2025

  We are in receipt of Ms. ***** concerns and appreciate the opportunity to respond.

  Our records show that Ms. ***** Peach Pass account experienced a negative balance which no longer qualified for toll-exempt status. Ms. ***** account was enrolled in *** status; However, toll exemptions,specifically on I-85, apply only when the account is active, in good standing,and all certification requirements are met. In this case, due to a negative balance, the toll-free benefit on 85 became inactive, and tolls began to accrue accordingly.
  To assist Ms. ***** our team has spoken with her and extended a courtesy adjustment multiple times to offset a portion of the charges.Monthly account statements were sent to the email address on file, which reflect the balance due and account activity.

  Currently, Ms. ***** account remains in our office. We strongly encourage her to contact Peach ********************* directly at ************** to discuss the status of her account and prevent it from being referred to collections. Once referred, additional fees may be assessed.

  We value Ms. **** as a customer and appreciate the opportunity to resolve this matter.

• Initial Complaint

  Date:06/04/2025

  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.

  Peachpass requested an update ************* Vehicle) information onto their new Peach pass Go app. Our 2022 ** had a *** tag and in their system. I registered our 2022 EV and 2024 EV vehicle on March 10th. I was given a temporary *** tag for the 2024 & later got a permanent tag. I called & opened several inquiries to update the **** The 2022 EV was finally updated but the same isssues occured with the 2024 until I spoke with a supervisor. April 12th my 2nd vehicle was *** certified. The account reflected no negative balance. Therefore, our daily toll adjustment should have been zero for trips. I got a notice May 19th with a slew of **************** fee for $884. I spoke to a supervisor he said the account was negative (-) and voided my AFV priviligies. I stated the app did not reflect a (-) balance. I requested for tolls be waived since I was unaware it wasa (-). I would pay the fees prior to the *** approval. He stated nothing would be done except waiving the violation ******** will still pay for the $884 in tolls. He said to call later and have other violations adjusted as they came in. The next representative said violation fees were cleared. I said it is not reflected. I refreshed & logged back in to the app/website. Later I checked for updates. I selected "make a payment", for $301, I paid. I got an error message. I checked my bank,it processed. I went back to the app & the account balance had a surplus of $307 & still required another payment of $267. I took snap shots of the varying balances on the app, my payment, & submitted a web inquiry case. I spoke to a supervisor. She stated that payment is paid in a specific section on the website. I expressed how the apps inconsistent display of information caused me to be unaware of the unpaid balance that led to this excessive amount of toll fees. My grievance was met with the same response. Peachpass' lack of communication, ************************** has caused financial and mental stress. Please address.

  Business Response

  Date: 06/12/2025

  According to the Peach Pass Customer Agreement, it is the customers responsibility to maintain a sufficient balance in the account to cover all tolls, fees, and other charges incurred. If the account falls into a negative balance, it becomes ineligible for toll exemptions, including those for Alternative Fuel Vehicles (AFVs), until the balance is restored.

  In your case, the account reached a negative balance on April 8, 2025, due to posted tolls. As a result, any tolls incurred after that date were charged at the standard rate and did not qualify for *** exemption benefits. This also led to subsequent violations and charges.

  We do, however, have the ability to waive the violation fees as a courtesy. The toll charges, however, are considered valid and will remain on the account.

  Thank you,

  Peach Pass Customer Service. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23427307
  
  I am rejecting this response because:
  Peach Pass Go did not have an accurate display of the balance and did not send notification so that the balance could be addressed in a timely manner. Peach Pass Go should assume responsibility for the limited app function and lack of communication that led to the account becoming negative and therefore incurring toll as well as violation fees during that time. Customers should not be liable if they are not properly informed or aware curled to your new app issues.

  
  Sincerely,
  
  ******* ******** *****

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Between 2016 and 2018, I put money on my account. I used some of it in the Express Lanes, but $16.75 was left on the account. I called them for my balance and they told me I had no account. They said my account was now owned by a third party vendor (bank pass). I called bank pass who told me Peach Pass needed to refund the money. They also said my transponder was unusable now. Neither of these 2 companies are willing to do the right thing and refund my money. My transponder number is ********.

• Initial Complaint

  Date:03/06/2025

  Type:Product 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.

  I attempted to add funds to my account. In doing so you must input your card information, but it is not supposed to keep your card on file, I selected to not keep my card on file, but it kept my card on file anyway. I attempted to remove my card but received an error stating the card doesnt belong to me. I called the company and they put in a ticket to remove it, but its still there. I have since put in two more tickets with no results. I should have the ability to remove my card.

• 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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Peach Pass for what I believe are improper billing and collection practices related to my account. I was recently informed by Peach Pass that I have a negative balance of $1,558.05 owed to them, and an additional $708.40 that has been sent to collections. However, when I log into my Peach Pass account to review and pay any outstanding amounts, the "Pay Violations" section only reflects a balance of $261, which is the only amount I can attempt to settle. There is no option on their website for me to pay the higher amounts they claim I owe. Despite my attempts to resolve the matter by contacting Peach Pass, they continue to direct me to account management, but I am unable to get clear guidance or assistance on how to address the outstanding balance. I was informed over the phone that I should ask for help settling my balance before more amounts are sent to collections, but Peach Pass has not made it possible for me to do so.Furthermore, I have received conflicting and incomplete information in the mail, with notices that do not align with the actual dates of the alleged violations or balances. I have also not been provided with any mail or information on the collections balance.I feel that Peach Passs website and customer service systems are not updated properly and are preventing me from paying what I owe in a timely manner. Instead, my account has been sent to collections without giving me a fair chance to resolve the issue. I am concerned that this could be part of a systemic issue that may involve improper billing practices.Thank you for your attention to this matter.

  Business Response

  Date: 11/06/2024

  Hello,

  In reviewing Ms. ****** unregistered account, we found that she owes a total of $1,558.05 to the ********** and ***************** and an additional $708.40 to our outside collection agency, ******************************** for a combined total due of $2,266.45. Our office provided ******** with this information via email on October 14, 2024.
  For further assistance, ************************************************* can be reached at ************, and our Peach ********************* is available directly at **************.
  According to our records, this debt is attributed to an unregistered account.

  Thank you.

  Peach *********************

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22458447
  
  I am rejecting this response because:

  I am writing in response to the communication regarding my account and the outstanding balance. Unfortunately, the response provided does not address my specific concern, and I am unable to resolve the issue through the information given. My account should not ****** more and more fees when I cannot pay it on the website, on the website it says my violation amount and to pay is two hundred and something dollars. 
  To clarify, my inquiry was focused on the payment limitations currently imposed on my account. I attempted to make a payment through the Peach Pass website but found that it would only allow a maximum payment of $200. This restriction on payment amount is preventing me from making larger payments to address the outstanding balance. Additionally, I have noticed further collections activities on my account, which only adds to the confusion and difficulty in addressing the debt.
  Your response, while detailing the total amount owed, does not explain why my account restricts payments to $200 or provide any guidance on how to lift this limitation so that I may make full or partial payments above that amount. Additionally, my concern regarding ongoing collections despite my attempts to make payments has not been addressed.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/07/2024

  Violation notices are displayed online, per specific violation number numbers. To ensure you have all violations, it's best to contact our office via phone. We do however provide multiple avenues to make payments on violations. Other Ways to Pay Phone: ************** (********) or ************** Mail: Mail a cashiers check, personal check or money order to: Peach Pass Customer Service Center, State Road and ***************** P.O. ************************************. We have deemed the debt as valid therefore, collections will continue until the violations are paid in full.

  This State Road and ***************** consider this matter addressed and closed. 

  Best Regards, 

  Peach Pass Customer Service

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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 April 19, 2024, my vehicle was being transported via car carrier. I was charged $52.40 in tolls even though my car was not being driven on the highway. I lodged a complaint and received the following response on April 26, 2024:Case Number: ******* Account Statement Related: Account Statement Related We want to inform you that the case related to your inquiry has been Resolved.Additional Information: Hello ****, After review the vehicle was capture utilizing I-PASS express lanes in the state of ********. If the vehicle was being pull it could have capture your transponder. Please allow us 7-30 business days as we would have to contact the other party to receive photos of the vehicle in their express lanes.I have not received the credit even after repeated attempts to get this resolved. The attachment outlines the details of each of the toll charges in question.

  Business Response

  Date: 11/06/2024

  Hello,
  We have reviewed Mr. **** ********* concerns today, along with the information provided previously. As a result, we have applied an adjustment of $52.40 to offset the charges assessed. Mr. ******** now has a remaining balance of $68.60. He can contact us directly at ************** to make a payment.
  Thank you,
  Peach *********************

  Customer Answer

  Date: 11/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 currently have an account with this company #******** with funds on the account. I continue to get toll violations stating I owe toll fees Notice Number# ************. I attempted to reach out to customer service by email on 5/8/24 to get the issue fixed case#******* but did not get anything resolved or a reply after my last response. Now Ive received a notice from a collection agency with an additional $50 fee attached. I called customer service which stated that the reason Im getting the toll fees was due to the first 3 digits on the tag number missing on my account, and refuse to fix the issue due to the fine being unpaid. But the reason I keep getting fined is due to the tag issue please make it make sense. At this point the company refuse to fix the issue or adjust the fines even with the attempts on my side to resolve the issue.

  Business Response

  Date: 07/02/2024

  Good afternoon,
  In review of ****************** account today, I can confirm that Mr. ****** owes a total of $66.55. His Peach Pass balance has a negative balance of $14.50 and he has an additional $52.05 thats in collections. His Peach pass account went negative in February 2024 and remains in this negative/ suspended status. Its imperative that **************** contacts us to bring his account back into good standing. Currently, its suspended. 

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21931338
  
  I am rejecting this response because:
  The math is not adding up. How can my account have a negative balance when its currently showing $20 plus dollars on my profile. I would like a full break down on what I got charged for. My profile does not reflect that I owe anything, in addition the only notification I will receive will be a letter from collections with additional fees. I also have statements showing that I paid this company on 4/8/24 $28.45. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/21/2024

  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.

  Hello my name is *************************, I signed up for Peach Pass Toll in April! I have e been checking the app continuously for transactions and had not seen any. Now transactions are posted and I wasnt understanding them. So I have been reaching out to Peach Pass for the last few weeks for an explanation! Now I have been sent to collections, but Im not understanding how or why! When I have been reaching out via email and calling! I have sent documents of the emails and transactions! Thank you ******

  Business Response

  Date: 07/03/2024

  Hello,
  In review of Ms. ******* account today, I can confirm that **************** owes a total of $89.30. Her Peach Pass balance has a negative balance of $7.60 and he has an additional $81.70 thats in collections. Her Peach pass account went negative on June 12, 2024, and remains in this negative/ suspended status. On June 6, 2024, we sent a letter to the address on file for **************** stating that we attempted to replenish her account, but the attempt was unsuccessful. Its imperative that **************** contact us to bring her account back into good standing. Currently, its suspended. *************** should avoid using the GA express lanes until this is resolved.  
  Thank you.