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:07/15/2025

  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.

  This is a tolling service on a single road in ********. They do not send out bills and simply try and wait as long as possible so they could charge you as many late fees without notifying you. Setting up for the regular Illinois tollway service with things such as pay by plate do not work for this. So even if you normally would be fine on your tolls, they will wait and bill you later with a inflated rate. This is a predatory behavior and their website does not work when you try and dispute anything. It just loads and is unfunctional website.

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency.
  As we discussed earlier today, it appears that you had a Pay by Plate account with I-PASS. Please note that Pay by Plate is only valid on the Illinois Tollway system and is not accepted on other toll facilities.
  The invoice dated June 8, 2025, was mailed via **** to the address on file with the Department of Motor Vehicles, and we have not received any return mail indicating an issue with delivery.
  As a courtesy, a fee was waived during our conversation. We appreciate you taking the time to speak with us and for completing your payment through our website.

  Customer Answer

  Date: 07/15/2025

   
  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:07/11/2025

  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.

  I received a letter saying i owe tolls. I have an ipass. I tried to dispute but when i enter information in it says error. I called customer service and got a complaint # but no response. I called again and they said my ipass is mounted wrong. Thats false because i have tolld for this specific toll road. **** i just got says i owe $245.30, I looked in system now it says $616. I just got this bill no other bill. They are charging $5 per toll extra but i have ipass and money in account. Atached are the proof.

  Business Response

  Date: 07/16/2025

  Thank you for the opportunity to respond to your concerns.Upon review, we were able to locate account #****** with 86 tolls. While your I-Pass was active during the time of travel, the account was not sufficiently funded for payments to be debited from the account.
  On March 11, 2025, our office contacted you via email and advised that we spoke with I-Pass on your behalf and it was determined that the account was not funded during the time of travel. As a courtesy, fees were adjusted, however,the remaining balance was considered valid. Additional transactions that occurred between 03/10/2025 6/24/2025 have since accrued and under additional review,it was found that transponder number 14 ******** was detected and not funded.
  As of today, your outstanding balance is $616.30. Payments can be made free of charge online or by phone. Please contact our ************* Team at ************** for payment processing or additional questions.
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23585522
  
  I am rejecting this response because: as you stated you adjusted the tolls. Even if there was 86 tolls at $2.25 per toll balance would be $******. If you also look at the Ipass receipt I sent you in the side it tells you I have credit balance was never negative. Now I have no problem paying the ****** to avoid a problem but want it in writing and tolls are paid from what date to what date. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/21/2025

  Thank you for sharing your concerns and for giving us the opportunity to address them through the Better Business Bureau (BBB).
  After additional review of the documentation provided,several of the dates display a low/insufficient balance on your I-Pass account. Currently, the I-Pass rate for toll crossings on the Houbolt Road Extension is $2.25. Your balance threshold often drops beneath $2.00 resulting in transactions being rejected for the lower toll rate.Per the I-Pass Customer Agreement, you are required to ensure your account is up to date and funded 24 hours prior to travel over a toll facility. Should you have any additional questions or concerns regarding your I-Pass account, please contact them directly.
  We have provided our final resolution to the matter, which we believe is fair and reasonable under the circumstances. While we understand that you may not agree with our position, we must respectfully inform you that the original offer remains and is our final offer, and we will not be making any additional adjustments. At this time, this matter is considered closed. However, if you wish to reconsider and take advantage of the assistance we originally offered, please dont hesitate to reach out to our ************* Team.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23585522
  
  I am rejecting this response because: Im confused! Im an Ipass assistance not a regular ***** account which allows low balance since Im disabled. Youre saying your original offer but your original offer says $616 but you adjusted it. What did you adjust? Thats the full price! Please explain
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/30/2025

  It was a pleasure speaking with you.  Thank you for the opportunity to address your concern. I-Pass was contacted on your behalf, and it was determined that your account was not funded at the time of travel. I recommend contacting I-Pass to adjust your auto replenishment threshold to ensure your account is always fully funded.  It is required that customers ensure their EZ-Pass account information is up to date and funded to receive the lower toll rate, and to avoid the need for mailed invoices.
  You can manage and process partial payments to your account 24/7 online at *************************************** or feel free to contact our customer service team at **************. As always,we remain committed to providing the highest level of customer service.              

• Initial Complaint

  Date:07/07/2025

  Type:Customer Service 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 have been trying to get in contact with someone at Houbolt Road extension about the late fees on a toll bill they have sent me. At the time of these tolls I had an active iPass transponder in my vehicle that the tolls should have been charged to. I have been trying to dispute these late fees for months now and trying to settle to pay the original amount of the tolls which is around $18. Since I have first tried to dispute this I have received more toll bills with the late fees rising each time to now around $130. I have submitted more than one request for someone to review my bill with no answer back in months. Every time I get ahold of a customer service representative from the phone number provided on their website they tell me that they cannot handle the dispute of these charges and cannot even get ahold of the employees who handle the disputes as they work out of a different office.

  Business Response

  Date: 07/16/2025

  Tell us why here...Thank you for the opportunity to address your concerns. We are committed to operating with the highest levels of integrity and transparency.
  We have reviewed your dispute regarding license plate ***********. Our records confirm that the vehicle in question traveled on the bridge in August of 2024. Unfortunately, because the travel dates exceed 90 days, the charges are no longer eligible for dispute.
  Our records show that 5 invoices were mailed to the address on file with the Department of Motor Vehicles (DMV) beginning October 2024. We received an initial communication from you on 02/12/2025, the dispute denied, however our customer service representatives offered to make a courtesy adjustment.
  We recommend verifying that your I-PASS account is properly funded, your license plate information is up to date, and your transponder is correctly mounted in your vehicle.
  As of today, your outstanding balance is $128.45. Payments can be made free of charge online or by phone.
  Please contact our ************* Team at ************** for payment processing or additional questions.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23563775
  
  I am rejecting this response because: I never received any offer of a courtesy adjustment the customer service representative actually told me that they could not make any adjustments because it was passed 90 days and that I would need to submit a request through the website to have any changes to my charges. Your companies lack of response and information is extremely unprofessional and these late fees should be criminal. It is completely unfair to raise these charges to $128 when I have been trying for months to get ahold of someone and settle this matter. Im willing to pay the original amount of these tolls considering I have showed proof that I had a working ***** transponder at the time of these tolls and it is most definitely a fault on your end that these tolls were not charged to my iPass account to begin with. Please have some sort of reason with me to resolve this matter 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/21/2025

  Thank you for sharing your concerns and for giving us the opportunity to address them through the Better Business Bureau (BBB).
  After careful review, we were able to determine during your initial contact on 2/12/2025, our customer service representatives offered to waive all accrued late fees at that time at which you declined. We have provided our final resolution to the matter, which we believe is fair and reasonable under the circumstances. While we understand that you may not agree with our position, we must respectfully inform you that the original offer remains and is our final offer, and we will not be making any additional adjustments.
  At this time, this matter is considered closed. However, if you wish to reconsider and take advantage of the assistance we originally offered, please dont hesitate to reach out to our ************* Team.

  Customer Answer

  Date: 07/22/2025

   
  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:01/24/2025

  Type:Service or Repair 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.

  I was charged $159.20 for the hoboult bridge toll. $84.20 of this was charged at $6.25 for each way on the tolls but the sign does not only say 5.25 (they just changed this within the new year). Also i was charged on my ipass account at midnight so I have money in my ipass account but I was still charged by houbolt bridge not just full price but a price that wasn't even correct on the display by the bridge. I also have called more than 9x in their office and spoke to management and was hung up several times because I keep putting in disputes per their request and they tell me I have to wait X amount of days and I receive no result than in another 30 days I received an added on late fee. This has been on going for 3 to 4 months where I dispute no result and I receive late fees I have provided numerous proof too from my bank to my ipass account. Now I am $75 in late fees and they threatened to put it on my credit so I paid it and now I am asking for assistance as I am not the only one they are taking advantage of