Business Profile
Toll Booth
RiverLinkThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for RiverLink's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 652 total complaints in the last 3 years.
- 181 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/05/2025
Type:Billing IssuesStatus: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.
As a RiverLink customer I have transponder and an an account credit of $129. On June 1, 2025 I received a bill of $5.22 for a trip across the ******* ******* I called the RiverLink customer service number on two occasions holding for greater than 30 minutes each time to no avail. On August 4 I received another bill for 10.22 with late charges. Today August 5, I called again and was on hold waiting for more than an hour without response. I am requesting BBB assistance because I’m concerned the late fees will continue and a lien will be placed on my vehicle as others have reported. Details
ACCT: ******** **** ** ******** ***** ** ********Business Response
Date: 08/06/2025
********
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Customer Answer
Date: 08/06/2025
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,
****** ***********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:08/04/2025
Type:Billing IssuesStatus: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 bill and my husband did, as well, for 3 tolls on May 13-14, 2025. I called RiverLink to inform them I had an IPASS from ******** ******* and that I would pay the tolls at the discounted rate. They said to initiate the dispute with IPASS first. I called IPASS and they sent me a statement of my current and open account, and I sent it to RiverLink, showing them we have a valid IPAD account, and they should charge me the discounted rate. I escalated it with IPASS and had a supervisor call RiverLink with me to make sure we got this resolved, on 6/16/25. They talked on a three way line and I thought everything was all taken care of. My husband and I received two more bills in early July from RiverLink, this time with five dollar late fees tacked on. I called IPASS again and they sent me another statement to send to RiverLink. I called RiverLink again and was informed to send the statement and initiate a dispute with RiverLink. I emailed these items to RiverLink. I also paid $2.61, the discounted toll rate, for my husband’s vehicle’s one toll, on July 6. I was informed by River Link to await the results of the dispute for my car with its two tolls charged. Now it is August 4, we received two letters back about the disputes, saying they were “partially accepted.” I don’t know what this means so I’ve been on the phone awaiting a pick up/answer from RiverLink for over THREE HOURS on hold. I just want to pay RiverLink the discounted rate of $5.22 for my husband’s two tolls. We have an IPASS and I guess RiverLink didn’t pick up the IPASS signal so I am happy to pay the tolls they said were missed, at the discounted rate. But they are making it exceedingly difficult, but just for the phone hold time, but also because in the dispute letter it says “reach out to IPASS to file your dispute.” Well, we didn’t get the bill from IPASS! And we have already reached out to IPASS. How do I pay this bill and be done with it?Business Response
Date: 08/05/2025
********
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Customer Answer
Date: 08/05/2025
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,
******** ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:08/01/2025
Type:Billing IssuesStatus: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.
My first bill of $5.22 was paid June 9 2025 with check number **** About a month later I received a second bill of $5.22. It listed no other prior payments or credits and appeared to be a duplicate of the bill I paid on 6/9/25. I ignored that bill. I now have received a third bill for $5.22 with $5 added in late fees for a total of $10.22.
I called Riverlink today (7/31/25) and was on hold for an hour. I did get through to a representative. I was informed the first bill was for one trip over the toll and the current bill is for the return trip at that same toll road. I requested that the late fee be removed and was told the representative could not do that. I requested a supervisor and was refused only to be told the supervisor could not removed the fee either. I advised I would file a BBB complaint and ended the call.
I have seen where similar billing errors and mistakes have been reported to the BBB over past 1-3 years and ask for assistance in obtaining fair resolution. There seems to potentially be an established record of Riverlink’s confusing and misleading billing practices that has not been fully corrected.
Finally, I have also filed a request for bill review and correction today with Riverlink on their billing site. It will not allow me to pay the remaining $5.22 apparently until this matter is resolved. The next bill will be sent on or after 8/18/25 with an additional $25 in late fees, so I ask this be handled with enough time to get payments sent well before that date.
Thank you in advance.
****** *******Business Response
Date: 08/04/2025
********
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Customer Answer
Date: 08/04/2025
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,
****** **********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:07/29/2025
Type:Billing IssuesStatus: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 a riverlink account that I check regularly that never once said I owed money. I get a bill in the mail stating I owe over $500. I have tried getting in contact with someone and no one answers their phone. I have requested a call back and never get a call back. I sent an email 2 weeks ago and no one responded.Business Response
Date: 07/30/2025
7/30/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log on ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Customer Answer
Date: 07/31/2025
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,
***** *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:07/28/2025
Type:Billing IssuesStatus: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.
They keep sending me a bill for a vehicle that I have never owned. I have never had a vehicle registered in Kentucky with a handicap license plate because I’m not handicapped. Furthermore I do not live in Kentucky I live in Indiana so there is no reason for me to have a vehicle registered in Kentucky. I contacted River Link via email and they said it was correct and I would have to reach out to the bmv I shouldn’t have to fix deal with the hassle to fix there mistake. I just want them to correct their error.Business Response
Date: 07/29/2025
7/29/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ *********) where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Initial Complaint
Date:07/28/2025
Type:Billing IssuesStatus: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.
Almost 12 months after crossing the bridge I received a bill for $5.22, due 7/9/25. On 7/7 I paid the bill through my online bill pay. On 7/19 I received another bill with a $5 late fee. I emailed customer service that day and explained I paid it before the due date. 6 days later I finally received a response stating they didn't receive it until 7/14.
My arguments to them were as follows:
1. It took almost 12 months to even get a bill
2. I cannot control when the bank sends it, nor when Riverlink marks as received or applies to the account. This would be like a piece of mail being postmarked for before the due date and still being marked as late.
3. I should not have to pay any additional fees, whether it is a service fee on their website or a late fee.Business Response
Date: 07/29/2025
7/29/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Customer Answer
Date: 07/29/2025
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,
******** ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:07/28/2025
Type:Billing IssuesStatus: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 transponder, however I received a bill with double the charges for crossing rather than the transponder being charged the lesser amount. I filed a dispute and it was denied. My transponder was charged for a crossing a month later so apparently it works. This company is a joke and has ripped me off more than once. I'll never use the bridges with tolls again.Business Response
Date: 07/29/2025
7/29/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Initial Complaint
Date:07/22/2025
Type:Billing IssuesStatus: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'm being continually set an ever increasing toll bill for a car neither me or my wife own, in a city we've never been to, in my wife's maiden name she hasn't had for several years, during a time period we were working in TN.
I've attempted to call multiple times but I'm simply left on hold until the call drops or I'm required to deal with other duties.Business Response
Date: 07/23/2025
7/23/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Initial Complaint
Date:07/18/2025
Type:Billing IssuesStatus: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 recently changed my tag over from ****** ** ****** and still had the same transponder in my windshield and i am getting charge fictious amounts and I have tried to call in several times and been waiting on hold. Roverlink collected 726 million in tolls last year and they cannot answer the phone.
I have currently been on hold not for 47 minutes with no resolve. This should be criminalBusiness Response
Date: 07/22/2025
7/22/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Initial Complaint
Date:07/17/2025
Type:Billing IssuesStatus: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 moved to Kentucky in October 2022 and began traveling occasionally on a bridget that is monitored for tolls by RiverLink.
I received the first bill from the company in March 2025. The invoice showed a few of the most recent bridge crossings, but also listed a "lump sum" charge, including late fees for previous crossings for which I had never seen a bill.
I called the company repeatedly to request the previous bills be sent to me, showing the individual bridge crossings and the date of billing since I never got bills.
After repeated callls, disputing charges for lack of invoice information, I was finally told that I had not received previous bills because they were mailing them to an old address. My car registration, which they claim to use for address information, had been updated to my correct address and mail forwarded for the standard 6- months after moving, but Riverlink did not bother to update the mailing address in their files to ensure the bills were being sent to the correct location.
They informed me that the late charges would not be removed because I had not contacted them to place my account, which I had no knowledge of, in dispute. They also would not count my previous 5 phone calls as disputing the charges.
I ensured that I officially placed my account in dispute during call number 6 and was informed that by doing so, no additional late charges would be added to the account until it was reviewed. I was also informed that I would be contacted about the results of the investigation via email.
Two months later, I was not only NOT contacted about the dispute, but received a bill with new late charges added.Business Response
Date: 07/21/2025
7/21/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer
directly to resolve this issue.
If you have any further questions
or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ *********) where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****
RiverLink is NOT a BBB Accredited Business.
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